09/23/2019 |
Yes |
- Mortgage
- Other type of mortgage
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Web |
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Can not get a clear title Property because NationStar Mr.Cooper placed a False Proof of Claim in the Case>!
XXXX XXXX XXXX, appearing pro se, as and for his OBJECTION to the Motion for relief filed by disinterested person Nationstar Mortgage, LLC d/b/a Mr. Cooper ( " Mr. Cooper '' ), dated XX/XX/XXXX and found at ECF Docket No. XXXX ( the " Motion '' ) respectfully submits the following Objections to this honorable court for its consideration : 1. Movant Mr. Cooper claims, falsely, that they are a secured creditor. However, 11 USC 101 ( 10 ) defines the term " creditor '' to mean : ( A ) entity that has a claim against a debtor that arose at the time of or before the order for relief concerning the debtor ; or, ( B ) entity that has a claim against the estate of a kind specified in section 348 ( d ), 502 ( f ), 502 ( g ), 502 ( h ), 502 ( i ), ; or, ( C ) entity that has a community claim.
Furthermore, 11 USC 101 ( 14 define the tern " disinterested person '' to mean : ( A ) is not a creditor, an equity security holder, or an insider ; ( b ), is not and was not, within 2 years before the date of the filing of the petition, a director, officer, or employee of the debtor ; and, ( C ) does not have an interest materially adverse to the interest of the estate or of any class of creditors or equity holders, by reason of any direct or indirect relationship to, connection with, or interest in, the debtor, or for any other reason. Debtor OBJECTS to the claim that Mr. Cooper is a creditor at all and OBJECTS further that he is secured, since no valid original Note or other security instrument exists between this debtor and Mr. Cooper or any other party.
2. DISINTERESTED PERSON MR. COOPER 's FAILURE TO COMPLY WITH FRBP RULE 3001 : FRBP Rule 3001 requires Mr. Cooper to file a Proof of Claim, and the required supporting documentation which is subject to review and scrutiny of this court and the debtor, in order to be deemed a party in interest or creditor in this case. ( SEE : In re : XXXX, No. XXXX ( XXXX ) XXXX XXXX. XXXX XXXX ( Bankr. XXXX. XXXX ) ). FRBP Rule 3001 in relevant parts to the Motion and this Objection provides that : " A Proof of Claim is a written statement setting forth a creditor 's claim. A Proof of Claim shall conform substantially to the appropriate Official Form. ( FRBP Rule 3001 ( a ) ). A Proof of Claim shall be executed by the CREDITOR or the creditor 's authorized agent except as provided in Rules 3004 and 3005. ( FRBP Rule 3001 ( b ) ). Regarding a claim in writing, as disinterested person Mr. Cooper has alleged here in the Motion despite, Mr. Cooper 's failure to file a proof of Claim, except for a Proof of Claim governed by paragraph ( 3 ) of this subdivision, when a claim, or an interest in property of the debtor securing the claim, is based on a writing, a copy of the writing ( as alleged by the disinterested arty here ), shall be filed with the Proof of Claim. If the writing has been lost or destroyed, a statement of the circumstances of the loss or destruction shall be filed with the claim. ( FRBP Rule 3001 ( c ) ( 1 ) ). However, no statement of circumstances was submitted here by disinterested person Mr. Cooper, only a statement of an unqualified person alleging the loss occurred without explanation on a self-styled and fraudulently contrived loss affidavit, which violates Rule 3001 ( c ) ( 1 ).
In an individual debtor case, as here, FRBP Rule 3001 authorizes sanctions against disinterested persons such as Mr. Cooper, and their counsel Mr. XXXX, for failure to comply with the rule. If, in addition to its principal amount. a claim includes interest, fees, expenses or other charges incurred before the petition was filed, an itemized statement of the interest, fees, expenses, or charges shall be filed with the Proof of Claim. ( FRBP Rule 3001 ( c ) ( 2 ) ( A ) ). Mr. Cooper never filed the Proof of Claim including these schedules, as required under the Rule, in violation of FRBP Rule 3001 ( c ) ( 2 ) ( A ). therefore, the Motion itself is not properly before this court, as is necessary to have the motion 's merits considered.
If a security interest is claimed in the debtor 's property, a statement of the amount necessary to cure any default as of the date of the petition shall be filed with the proof of claim. ( FRBP Rule 3001 ( c ) ( 2 ) ( B ) ). Yet none of these requirements were met by Mr. Cooper either. In fact, of all of the documents submitted with the motion by Mr. Cooper, none of them suffice, meet or supersede the requirements set forth in Rule 3001. The debtor OBJECTS to the validity of the Motion as a valid motion before the court on these grounds.
If a security interest in claimed in property that is the debtor 's principal residence, as disinterested person Mr. Cooper has done here, the attachment prescribed by the appropriate Official Form shall be filed with a Proof of Claim. If an escrow account has been established in connection with the claim, an escrow account statement prepared as of the date the petition was filed and, in the form, consistent applicable nonbankrupt law shall be filed with the attachment to the Proof of Claim. ( FRBP Rule 3001 ( c ) ( 2 ) ( C ) ). Lacking the filing of ANY Proof of Claim, debtor OBJECTS to all of Mr. Coopers claims in his Motion and hereby shows that Mr. Cooper lacks standing to : pursue any relief through these proceedings or through the motion, seek the removal of the stay under 11 USC 362 ( d ) ( 1 ) or ( 4 ), and Mr. Cooper can not have the merits determined upon his motion for failure to adequately satisfy the requirements of Rule 3001.
If the holder of a claim fails to provide any information required under Rule 3001, the court may, after notice and hearing, take either or both of the following action : ( 1 ) preclude the holder from presenting omitted information, in any form, as evidence in any contested matter or adversary proceeding in the case ( FRBP Rule 3001 ( c ) ( 2 ) ( D ) ( i ) ), or award other appropriate relief, including reasonable expenses and attorney 's fees caused by the failure. ( FRBP Rule 3001 ( c ) ( 2 ) ( D ) ( ii ) ).
Debtor OBJECTS to disinterested person Mr. Cooper 's failure to follow the Federal Rules of Bankruptcy Procedure in this case and avers that MR. Cooper is not a party in interest to this case. As, such Debtor hereby implores the court invoke the maximum sanctions allowed as set forth in FRBP Rule 3001 ( c ) ( 2 ) ( D ) ( i ) and ( ii ). Debtor intends to seek sanctions against Mr. Cooper pursuant to FRBP Rule 3001 ( c ) ( 2 ) ( D ) ( i ) and ( ii ) in a separate Motion. However, herein debtor OBJECTS to disinterested person Mr. Cooper 's Motion based upon the foregoing.
If a security interest in a property of the debtor is claimed, as disinterested person Mr. Cooper does in the Motion, the Proof of Claim must be accompanied by evidence that the security interest is perfected. ( FRBP Rule 3001 ( d ) ). Of course, since Mr. Cooper failed to comply with this section of Rule 3001 by failing to even file a Proof of Claim, the Motion is improperly before the court. Debtor OBJECTS to the validity of the motion, and to the motion being determined upon its merits based upon this failure by disinterested party Mr. Cooper to provide any valid authentication of perfection of a security instrument under that name which established any debtor/creditor relationship between the parties here. No creditor/ Debtor relationship exists between XXXX XXXX and disinterested person Mr. Cooper .
3. Having failed to comply with ANY of the requirements set forth under FRBP Rule 3001 in this instance, and pursuant to definition under 11 USC 101 ( 14 ), Mr. Cooper is a disinterested party in this case lacking standing to file the instant Motion. Debtor therefore OBJECTS to the claim by Mr. Cooper to be a party of interest in these proceedings.
4. Mr. Cooper is not, and can not be deemed to be, a " secured creditor '' as claimed in the Motion pursuant to Rule 3001 or 11 USC 101 ( 10 ) or ( 14 ). ( FRBP Rule 3001 ; 11 USC 101 ( 10 ) and ( 14 ) ). Debtor OBJECTS to the claim that Mr. Cooper is a secured creditor based upon these facts.
5. Mr. Cooper 's Motion seeks relief pursuant to 11 USC 362 ( d ) ( 1 ) and 11 USC 362 ( d ) ( 4 ). According to the statute : " On request of a PARTY IN INTEREST and after notice and a hearing, the court shall grant relief from the stay provided under subsection ( a ) of this section, such as by terminating, annulling, modifying or conditioning such stay : ( 1 ) for cause, including the lack of adequate protection of an interest in property of such party in interest. " ( 11 USC 362 ( d ) ( 1 ) ). Also, " with respect to a stay of an act against real property, under subsection ( a ), by a CREDITOR whose claim is secured by an interest in real property, if the court finds that the filing of the petition was part of a scheme to delay, hinder, or defraud creditors that involved either ( A ) transfer of all or part ownership of, or other interest in, such real property without the consent of the secured creditor or court approval ; or ( B ) multiple bankruptcy filings affecting such real property. '' ( 11 USC 362 ( d ) ( 4 ) ). However, disinterested party Mr. Cooper has failed to meet the requirements of filing or perfecting a Proof of Claim or security instrument and has failed to qualify as a PARTY IN INTEREST. Therefore, Mr. Cooper can not possibly be deemed to be having made a " request of a party of interest '' under the predicate requirement in 11 USC 362 ( d ) ( 1 ). By not satisfying the predicate element of being a " party in interest '' to file the Motion in the first place, and specifically, in lack of the existence of any Proof of Claim filed under Rule 3001, Mr. Cooper 's Motion CAN NOT be considered pursuant to section 362 ( d ) because Mr. Cooper does not satisfy the predicate requirement of being a " party in interest '' set forth in the statute to file the Motion as defined under 11 USC 101. Likewise, Mr. Cooper can not be deemed to be a Creditor at all since no creditor/Debtor relationship exists between his debtor and Mr. Cooper, and Mr. Cooper has failed to provide one single piece of evidence showing a creditor/debtor relationship exists between the parties involved. This negates Mr. Cooper 's ability to file as " creditor '', which is the predicate requirement under 11 USC 362 ( 4 ) necessary to seek relief. Based upon the foregoing, Debtor Objects to the Motion under section 362 ( d ) ( 1 ) and ( 4 ) because it seeks relief which can not be granted because the Movant fails to meet the requirements to be deemed a " party in interest '' or a " creditor '' as defined under Title 11. Therefore, disinterested person Mr. Cooper does not satisfy the predicate element requirements under 362, in any way, which would allow Mr. Cooper to file the motion in the first place.
6. In light of Mr. Cooper 's complete failure to provide a Proof of Claim under Rule 3001, the Motion again seeks relief which can not be granted under the statute and must be denied. Based upon the foregoing debtor OBJECTs to the Motion in its entirety.
7. Since MR. Cooper is indeed is NOT a Creditor, as defined under 11 USC 101 ( 10 ), his claim to be creditor is false. Debtor OBJECTS to Mr. Coopers false and misrepresentative characterization of itself as a creditor, made for the purposes of fraud upon the court and to defraud this debtor.
8. Mr. Cooper is indeed a disinterested person, as defined under 11 USC 101 ( 14 ), and as such seeks relief which can not be granted under section 362, because section 362 requires that the motion for relief must be filed by a " party in interest '' as defined under 11 USC 101. ( 11 USC 362 ( d ) ( 1 ) and ( 4 ) and, also : 11 USC ss 101 ( 10 ) ( 14 ) ). Debtor OBJECTS to the filing of the Motion by a disinterested person which was filed for the fraudulent purposes of obtaining debtor 's property when no debtor/creditor relationship exists.
9. Because Rule 3001 requires that a Proof of Claim be filed " in proper form and context '', and MR. Cooper failed to file one, the Motion must be denied pursuant to Rule 3001 ( a ). Debtor Objects to the motion based upon this deficiency. ( FRBP Rule 3001 ( a ) ).
10. Because Rule 3001 ( b ) requires that a Proof of Claim MUST BE EXECUTED BY THE CREDITOR or the CREDITOR 's agent, and Mr. Cooper has failed to do so, and the Motion must be denied.
11. Because Mr. Cooper 's claims to be a " secured creditor but has not filed a Proof of Claim or proof of security with that Proof of Claim, as required under Rule 3001 ( c ), Mr. Cooper 's Motion is non-compliant with the Federal Rules of Bankruptcy procedure and must be denied. Debtor OBJECTS to the filing of the Motion by Mr. Cooper in the improper form and context in violation of FRBP Rule 3001 ( c ).
12. Because Mr. Cooper, by and through their attorney XXXX XXXX fail to meet any of the requirements of FRBP Rule 3001 ( a ), ( b ), ( c ) ( 1 ) and ( 2 ) and ( 2 ) ( A-C ), the motion must be denied. ( FRBP Rule 3001 ( a ), ( b ), ( c ) ( 1 ) and ( 2 ) ( a-c ) ).
13. Since Debtor is entitled to sanctions against disinterested party Mr. Cooper for failure to comply with Rule 3001 and 11 USC ss 362 ( d ) ( 1 ) and ( 4 ), the motion must be denied.
14. Disinterested person Mr. Cooper 's Motion, as stated on its face, was made under FRBP Rule 4001.
15. FRBP Rule 4001 is governed by FRBP Rule 9014. Rule 9014 pertains to contested matters as those which appear here in the Motion, between debtor XXXX and disinterested person Mr. Cooper.
16. Rule 9014 provided that : " Testimony of witnesses with respect to disputed material factual issues shall be taken in the same manner as testimony in an adversarial proceeding '' ( FRBP Rule 9014 ( d ) ). Also, " The court shall provide procedures that enable parties to ascertain a reasonable time before any scheduled hearing, whether the hearing will be an evidentiary hearing at which witnesses may testify ''. ( FRBP Rule 9014 ( e ) ).
17. Debtor XXXX respectfully requests and hereby implores the court to instigate procedures set forth under FRBP Rule 9014 ( d ) and ( XXXX ) at this time, because it is the intent of the debtor to call witnesses, including alleged signatory of documents submitted by Mr. Cooper, to testify before the court, through subpoena if necessary, to adjudicate and determine the veracity of the documents and statements made by Mr. XXXX speaking for Mr. Cooper and others involved in the claims presented by Mr. Cooper in the Motion. Debtor has already determined and established that many of the signatures on the documents presented by Mr. Cooper to this court as authentic were forgeries or made by unreal persons and persons without authority to make the assignments relied upon by Mr. Cooper, in the scheme and artifice to defraud this debtor perpetrated by Mr. Cooper, Mr. XXXX and others.
18. Because Mr. Cooper 's motion fails to satisfy the foregoing requirements of FRBP Rule 4001, 9014, 3001 and 11 USC 362, and 11 USC 101 ( 10 ), the court must deny the Motion on these grounds before it reaches any merits determinations on the Motion. Debtor OBJECTS to the Motion as being non-compliant with the statutory requirements and procedural Rule requirements set forth in the foregoing.
19. Mr. Cooper 's reliance upon a lost note affidavit in the submitted supplemental documentation attached to the motion is noncompelling and invalid. New York State UCC law governs the lost note requirements in New York Bankruptcy cases. Because Mr. Cooper is relying upon a " lost note affidavit '' to prove its " secured creditor '' status to this court without complying with the requirements of NY UCC 3-804, Mr. Cooper lacks standing to pursue any actions in this case. The restrictions of res judicata forbid Mr. Cooper form relitigating this fact. In previous cases this very court already informed Mr. XXXX that it could not rule in favor of XXXX 's previous co-conspirators and co-schemers upon their Motion for relief from stay, namely XXXX Investors, XXXX, Seterus and Mr. Cooper and others, because they ALL failed to provide this court with security bond for indemnification in at least twice the amount of the claim as required under NY UCC 3-804 ( SEE : NY UCC 3-804 ). XXXX and Mr. Cooper lacked standing to have the stay removed then, and they do now, upon the same grounds. Debtor OBJECTS to disinterested person Mr. Cooper 's attempt to relitigate their lack of standing due to non-compliance with NY UCC 3-804, and requests that XXXX and Mr. Cooper 's motion be denied, with prejudice, based upon their schemes and false claims. Debtor asserts that Mr. Cooper can not obtain bond in order to comply with NY UCC 3-804 because their claims and supporting documents are forged and fraudulent, and that the bonding and insurance companies, being aware of this fact, can not legally endorse a bond based under those circumstances. See Exhibit ( A ) Transcripts XXXX XXXX XXXX on XX/XX/XXXX Page 21 lines 14-25 and page 22 lines 1-6 WHEREFORE, as set forth and supported above, based upon : 1 ) Mr. Cooper 's lack of standing as a creditor ; 2 ) Mr. Cooper 's lack of security to be deemed a secured creditor ; 3 ) Mr. Cooper 's failure to comply with the requirements of statutes and Federal Rules of Bankruptcy Procedure, as specified above ; 4 ) Mr. Cooper 's status as a disinterested person as defined under 11 USC 101 ( 14 ) ; and, 5 ) the fact that the Motion state a claim and seeks relief which can not be granted, 6 ) the fact that a merits determination can not be made due to non-compliance with the Rules and Procedures as set forth above ; 7 ) Mr. Coopers restrictions pursuant to the principal of res judicata concerning NY UCC 3-804 the debtor respectfully requests that this honorable court : 8 ) deny Mr. Cooper 's Motion, with prejudice ; 9 ) invoke the sanctions authorized under Rule 9014 ( d ) to their maximum ; 10 ) forbid any further submission of evidence of any claim by Mr. Cooper and/or Mr. XXXX, pursuant to Rule 9014 ( d ) ( 2 ) ; and, 11 ) Provide any other relief to the debtor that this court may deem just and proper.
I, XXXX XXXX born XX/XX/XXXX swear under the penalty of perjury that that my identity is as fore stated and is verified by the following witnesses or notary public. Furthermore, I agree to indemnify and hold anyone who uses this document to verify my identity harmless from any and all liabilities it may incur due to the reliance upon my statements.
Respectfully submitted XX/XX/XXXX, I XXXX XXXX XXXX, appearing pro XXXX, do hereby affirm that the foregoing is truthful and correct to the best of my knowledge and belief, under penalty of perjury. See 28 U.S. Code 1746 ( 1 ) FRAUD BY XXXX XXXX : Title 18 USC 157 Bankruptcy fraud provides that : A person who, having devised or intending to devise a scheme or artifice to defraud and for the purpose of executing or concealing such a scheme or artifice or attempting to do so -- ( 1 ) files a petition under Title 11 ; or ( 2 ) files a document proceeding under Title 11 ; or ( 3 ) makes a false or fraudulent representation, claim or promise concerning or in relation to a proceeding under Title 11, at any time before or after the filing of the petition, or in relation to a proceeding falsely asserted to be pending under such title, shall be fined under this title, imprisoned not more than 5 years, or both.
Title 18 USC 1014 Loan and credit applications generally ; renewals and discounts ; crop insurance provides that : Whoever knowingly makes any false statement or report, or willfully overvalues any land, property or security, for the purpose of influencing in any way the action of ... a Federal Reserve Bank ..., any institution insured by the Federal Deposit insurance Corporation ... or a mortgage lending business, or any person or entity that makes in whole or in part a federally related mortgage loan, as defined in the Real Estate Settlement Procedures Act of 1974 [ 12 USC 2602 ], upon any application, advance, discount, purchase, purchase agreement, commitment, loan ... or any change or extension of any of the same, by renewal, deferment of action or otherwise, or the acceptance, release, or substitution of security therefore, shall be fined not more than {>= $1,000,000} or imprisoned not more than 30 years or both.
Title 18 USC 1016 Acknowledgment of appearance or oath provides that : Whoever being an officer authorized to administer oaths or to take and certify acknowledgments, knowingly makes any false acknowledgement, certificate, or statement concerning the appearance before him or the taking of an oath or affirmation by any person with respect to any proposal, contract, bond, undertaking, or other matter submitted to, made with, or taken on behalf of the united States or by any Department or Agency thereof, concerning which an oath or affirmations required by law or lawful regulation, or with respect to the financial standing of any principal, surety, or other party to any such proposal, contract, bond, undertaking, or other instrument, shall be fined under this Title or imprisoned not more than two years, or both.
Title 18 USC 1018 Official certificates or writings provides that : Whoever being a public officer or other person authorized by any law of the United States to make or give a certificate or other writing, knowingly makes and delivers as true such a certificate or writing, containing any statement which he knows to be false, in a case where the punishment thereof is not elsewhere expressly provided by law, shall be fined under this Title or imprisoned not more than 1 year, or both.
Title 18 USC 1021 Title records provides that : Whoever, being an officer or other person authorized by any law of the United States to record a conveyance of real property or any other instrument which by such law may be recorded, knowingly certifies falsely that such conveyance or instrument has or has not been recorded, shall be fined under this Title or imprisoned not more than 5 years, or both.
Title 18 USC 1341 Frauds and swindles provides that : Whoever, having devised or intending to devise any scheme or artifice to defraud, or for obtaining money or property by means of false or fraudulent pretenses, representations, or promises, or to sell, dispose of, loan, exchange, alter, give away, distribute, supply, or furnish or procure for unlawful use any counterfeit or spurious coin, obligation, security, or other article, or anything represented to be or intimated or held out to be such counterfeit or spurious article, for the purpose of executing such scheme or artifice to defraud or attempting so to do, places in any post office or authorized depository for mail matter, any matter or thing whatever to be sent or delivered by the Postal Service, or deposits or causes to be deposited any matter or thing whatever to be sent or delivered by any private or commercial interstate carrier, or takes or receives there from, any such matter or thing, or knowingly causes to be delivered by mail or such carrier according to the direction thereon, or at the place at which it is directed to be delivered by the person to whom it is addressed, any such matter or thing, shall be fined under this Title or imprisoned not more than 20 years, or both.
T
itle 18 USC 1343 Fraud by wire, radio, or television provides that : Whoever, having devised or intending to devise any scheme or artifice to defraud, or for obtaining money or property by means of false or fraudulent pretenses, representations, or promises, transmits or causes to be transmitted by means of wire, radio, television communication in interstate commerce, any writings, signs, signals, pictures, or sounds for the purpose of executing such scheme or artifice, shall be fined under this Title or imprisoned not more than 20 years, or both.
Title 18 USC 1349 Attempt and conspiracy provides that : " Any person who attempts or conspires to commit any offense under this Chapter shall be subject to the same penalties as those prescribed for the offense of which was the object of or intent of the conspiracy.
Title 18 USC 1021 Title records provides that : " Whoever, being an officer of the court [ i.e. attorney ] or other person authorized by any law of the United States to record a conveyance or any other instrument which by such law may be recorded, knowingly certifies that such conveyance or instrument has or has not been recorded, shall be fined under this title or imprisoned not more than 5 years, or both.
Title 18 USC 1962 Prohibited activities provides that : ( a ) It shall be unlawful for any person who has received any income derived, directly or indirectly, from a pattern of racketeering activity or through collection of an unlawful debt in which such person has participated as a principal within the meaning of section 2, title 18, United States Code, to use or invest, directly or indirectly, any part of such income, or the proceeds of such income, in acquisition of any interest in, or the establishment or operation of, any enterprise which is engaged in, or the activities of which affect, interstate or foreign commerce. A purchase of securities on the open market for purposes of investment, and without the intention of controlling or participating in the control of the issuer, or of assisting another to do so, shall not be unlawful under this subsection if the securities of the issuer held by the purchaser, the members of his immediate family, and his or their accomplices in any pattern or racketeering activity or the collection of an unlawful debt after such purchase do not amount in the aggregate to one percent of the outstanding securities of any one class, and do not confer, either in law or in fact, the power to elect one or more directors of the issuer.
( b ) It shall be unlawful for any person through a pattern of racketeering activity or through collection of an unlawful debt to acquire or maintain, directly or indirectly, any interest in or control of any enterprise which is engaged in, or the activities of which affect, interstate or foreign commerce.
( c ) It shall be unlawful for any person employed by or associated with any enterprise engaged in, or the activities of which affect, interstate or foreign commerce, to conduct or participate, directly or indirectly, in the conduct of such enterprises affairs through a pattern of racketeering activity or collection of unlawful debt.
( d ) It shall be unlawful for any person to conspire to violate any of the provisions of subsection ( a ), ( b ), or ( c ) of this section.
Title 18 USC 3057 Bankruptcy investigations provides that : ( a ) Any judge, receiver, or trustee having reasonable grounds for believing that any violation under chapter 9 of this title or other laws of the United States relating to insolvent debtors, receiverships or reorganization plans has been committed, or that an investigation should be had in connection therewith, shall report to the appropriate United States attorney all the facts and circumstances of the case, the names of the witnesses and the offense or offenses believed to have been committed. Where one of such officers has made such report, the others need not do so.
( b ) The United States attorney thereupon shall inquire into the facts and report thereon to the judge, and if it appears probable that any such offense has been committed, shall without delay, present the matter to the grand jury, unless upon inquiry and examination he decides that the ends of public justice do not require investigation or prosecution, in which case he shall report the facts to the Attorney General for his direction.
Title 28 USC 524 Judiciary and Judicial Procedure provides that : ( a ) Appropriations for the Department of Justice are available to the Attorney General for payment of -- ( 1 ) notarial fees, including such additional stenographic services as are required in connection therewith in the taking of depositions, and compensation and expenses of witnesses and informants, all at the rates authorized or approved by the Attorney General or the Assistant Attorney General for Administration ; and ( 2 ) when ordered by the court, actual expenses of meals and lodging for marshals, deputy marshals, or criers when acting as bailiffs in attendance on juries.
( b ) Except as provided in subsection ( a ) of this section, a claim of not more than {$500.00} for expenses related to litigation that is beyond the control of the Department may be paid out of appropriations currently available to the Department for expenses related to litigation when the Comptroller General settles the payment.
( c ) ( 1 ) There is established in the United States Treasury a special fund to be known as the Department of Justice Assets Forfeiture Fund ( hereafter in this subsection referred to as the Fund ) which shall be available to the Attorney General without fiscal year limitation for the following law enforcement purposes -- ( A ) the payment, at the discretion of the Attorney General, of any expenses necessary to seize, detain, inventory, safeguard, maintain, advertise, sell, or dispose of property under seizure, detention, or forfeited pursuant to any law enforced or administered by the Department of Justice, or of any other necessary expense incident to the seizure, detention, forfeiture, or disposal of such property including -- ( i ) payments for -- ( I ) contract services ; ( II ) the employment of outside contractors to operate and manage properties or provide other specialized services necessary to dispose of such properties in an effort to maximize the return from such properties ; and ( III ) reimbursement of any Federal, State, or local agency for any expenditures made to perform the functions described in this clause ; ( ii ) payments to reimburse any Federal agency participating in the Fund for investigative costs leading to seizures ; ( iii ) payments for contracting for the services of experts and consultants needed by the Department of Justice to assist in carrying out duties related to asset seizure and forfeiture ; and ( iv ) payments made pursuant to guidelines promulgated by the Attorney General if such payments are necessary and directly related to seizure and forfeiture program expenses for ( I ) the purchase or lease of automatic data processing systems ( not less than a majority of which use will be related to such program ) ; ( II ) training ; ( III ) printing ; ( IV ) the storage, protection, and destruction of controlled substances ; and ( V ) contracting for services directly related to the identification of forfeitable assets, and the processing of and accounting for forfeitures ; ( B ) the payment of awards for information or assistance directly relating to violations of the criminal drug laws of the United States or of chapter 77 of title 18, sections 1956 and 1957 of title 18, sections 5313 and 5324 of title 31, and section 6050I of the Internal Revenue Code of 1986 ; ( C ) at the discretion of the Attorney General, the payment of awards for information or assistance leading to a civil or criminal forfeiture involving any Federal agency participating in the Fund ; ( D ) the compromise and payment of valid liens and mortgages against property that has been forfeited pursuant to any law enforced or administered by the Department of Justice, subject to the discretion of the Attorney General to determine the validity of any such lien or mortgage and the amount of payment to be made, and the employment of attorneys and other personnel skilled in State real estate law as necessary ; ( E ) ( i ) for disbursements authorized in connection with remission or mitigation procedures relating to property forfeited under any law enforced or administered by the Department of Justice ; and ( ii ) for payment for ( I ) costs incurred by or on behalf of the Department of Justice in connection with the removal, for purposes of Federal forfeiture and disposition, of any hazardous substance or pollutant or contaminant associated with the illegal manufacture of amphetamine or methamphetamine ; and ( II ) costs incurred by or on behalf of a Stat
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08/01/2021 |
Yes |
- Mortgage
- Reverse mortgage
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Web |
Older American |
Champion Mortgage was assigned a reverse mortgage that falls far short of the requirements mandated by Sec. 50 Art. XVI of the Tex. Const. following you will find some of the constitutional, regulatory, state/federal statue violations that were committed before and during the loan origination and the violations continue todate. The lender has been put on notice of these violations and were granted the 60 day timeframe in order to correct/cure said violations.
More troubling is the lenders legal counsel who has and continues to provide questionable -if not out right illegal activity - in order to protect the lenders unprotectable position. Understand, we are not accusing Champion Mortgage of the fraud that was committed prior to and during the closing of said HECM loan - but - we do allege misconduct by the lender with respect to the servicing of said reverse mortgage.
Following you will find our family 's " independent lawsuit '' filed after the lender filed their 2nd RULE 736 non-judicial expedited ( wrongful ) foreclosure. Though, filed is not the correct definition for what this law firm did. A more accurate definition would be ambushed rather than filed. Before we present the independent lawsuit for your perusal - please allow this estate to outline the procedures used against our family on the XXXX and XXXX foreclosure attempts.
Each allegation/mis-representation - can be proven - and has been previously sworn under penalty of perjury - in Judge XXXX XXXX XXXX XXXX Judicial District Court located in XXXX, Texas. The two wrongful RULE 736 non-judicial foreclosures were attempted in XXXX and XXXX.
The first attempted ( wrongful ) foreclosure started properly by submitting the required TRCP 736 Application. This TRCP Application was filed in the District Clerk of Court on XX/XX/XXXX ( three ( 3 ) days after XXXX ) at XXXX XXXX.
The last remaining borrower, XXXX XXXX XXXX died on XX/XX/XXXX. The lender was promptly notified of the death and a letter of intent to purchase the homestead via a short sale was submitted to the lender and was acknowledged by the lender in writing.
The lender for two ( 2 ) years avoided any good faith effort to move forward with the sale of the property. The lender retained HUD appraisers on 3 occasins to produce a valuation of the property. Each appraisal was charged to the estate 's account - but refused to provide copies of any of the Appraisals.
As the estate continued to work with USDA in anticipation of buying the home. The estate was " ambushed '' 3 days after XXXX with the RULE 736 foreclosure attempt. The foreclosure was not for the death of the last borrower but rather for hazard insurance premiums. The total alleged debt owed to the lender was {$3400.00}. However, the lender was in possession of {$10.00}, XXXX. These monies were paid by the insrance carrier due to the passing of two tropical storms. In fact, The estate made repairs to the property with personal savings and assigned the insurance proceeds to pay taxes and insurance.
The lender after inspecting the home and receiving a report stating the home was 80 % repaired attempted to foreclose the newly renovated home with the intention of keeping the insurance settlement proceeds also. This lender has a reputation of doing this all over the country. For proof simply go to the BBB and CFPB 's complaint web site and view the hundreds of this exact business operation.
With respect to the decedent, XXXX XXXX, he was allegedly served by 1st class and certified mail.
In fact, the TRCP 736 foreclosure application should never have been filed in the XXXX Judicial Court but rather in the XXXX Probate court in front of Judge XXXX XXXX.
The second ( 2nd ) foreclosure attempt falls even farther from the critical path created by the Texas Supreme Courts Foreclosure Task Force.
The XXXX 2nd foreclosure filed as CAUSE No. XXXX was never properly filed with a TRCP 736 Application. The lender simply mailed NOTICE OF DEFAULT, NOTICE OF ACCELARATION, NOTICE OF TRUSTEE SALE. The reverse mortgage lender guided by their legal counsel simply noticed a dead decedent, XXXX XXXX XXXX and swore ( fraudulent ) affidavits out to the court that notices were served upon the parties.
In other words, the lender followed the TASK FORCES rules except for one rule. The one rule ignored was the requirement of filing a TRCP 736 application in the XXXX County Probate Court.
Had a TRCP 736 foreclosure application been filed properly by the lender the following CAUSE NO. XXXX would have been generated by the submission of the TRCP XXXX application.
However, the CAUSE NO. was generated by the XXXX XXXX filing of an independent lawsuit in order to abate /challenge the RULE 736 expedited foreclosure and was not generated by the filing of the lenders TRCP 736 application. The 2nd foreclosure attempt was especially concerning for the following reason ( s ) : ( i ) Unlike the 1st RULE 736 foreclosure attempt, the 2nd RULE 736 foreclosure attempt was a deliberate attempt to avoid the FORECLOSURE TASK FORCES developed procedure to foreclose on home equity loans.
( ii ) If not for the dedicated ladies in the XXXX District and County Clerk of Courts - my family would be homeless. NEITHER CLERKS OFFICE PROVIDED ANY LEGAL GUIDANCE/OPINION whatsoever. However, they did provide the following : ( a ) On Wednesday, XX/XX/XXXX, a friend at the county clerk office informed me that my property was scheduled to be sold on the court house steps on Tuesday XX/XX/XXXX.
( b ) On Thursday, XX/XX/XXXX, I spoke to both Clerk of Courts. In particular, the district clerk of court - who assured me no filings for a TRCP 736 APPLICATION FOR AN EXPEDITED ORDER UNDER RULE 736 ON A REVERSE MORTGAGE LOAN had been filed. Unlike the 1st foreclosure attempt.
( c ) Because XXXX, XXXX, XXXX, XXXX XXXX XXXX XXXX a Texas Limited Liability Partnership, specializing in foreclosure litigation - failed to file an APPLICATION FOR AN EXPEDITED ORDER UNDER RULE 736 ON A REVERSE MORTGAGE LOAN. The Estate wasted numerous hours of both the District and County Clerks time and one must wonder if this error was a clerical oversite or an intentional act ( d ) The only notices served upon this family was to XXXX XXXX XXXX who was still dead but alive enough to accept service. XXXX XXXX was dead for over five ( 5 ) years when he accepted this foreclosure notice.
( e ) Further research revealed that any lawsuit to abate/object to - the XX/XX/XXXX RULE 736 foreclosure - must be filed BEFORE the Monday before the date of foreclosure sale.
( f ) XX/XX/XXXX scheduled date of foreclosure sale -was a Tuesday. XX/XX/XXXX was obviously a Monday BUT was also a federal holiday XXXX XXXX.
XXXX g XXXX XXXX XXXX XXXX XXXX XXXX XXXX had planned to close early on XX/XX/XXXX in order to gain a well-deserved long ( er ) weekend. Seeing my families plight this army of ladies agreed to volunteer to stay open in order for my family to file an independent lawsuit in order to challenge the errors and abate the oncoming foreclosure ( wrongful ).
( h ) Once again, the lenders law firm uses foreclosure date of sale tactics that hinder the borrower from finding competent counsel byway of filing foreclosure on/before holidays.
XXXX XXXX XXXX : CAUSE No. XXXX. ) XXXX XXXX XXXX, Pro Se ) IN THE DISTRICT COURT Plaintiff ) v. ) PRECINCT XXXX Nationstar d.b.a. ) XXXX COUNTY, TEXAS Champion Mortgage ) Defendant ) .... ) In re 1st AMENDED - ORDER FOR ABATEMENT/DISMISSAL CONCERNING PLAINTIFFs/PLAINTIFFs ESTATE REGARDING RULE 736 NON-JUDICIAL FORECLOSURE & COMPLAINS SEEKS RELIEF for the following 1. BREACH of CONTRACT 2. BREACH of IMPLIED CONVENANT of GOOD FAITH and FAIR DEALING 3. NEGLIGENCE 4. FRAUD 5. MOTION - DISMISS RULE 735 NON-JUDICIAL FORECLOSUE 6. INJUNCTIVE RELIEF 7. UNJUST ENRICHMENT 8. QUANTUM MERUIT 9. DECLATORY JUDGEMENT 10. DTPA VIOLATION ( s ) Mortgagor : XXXX XXXX Estate Plaintiff -`Estate Representative : XXXX, XXXX Address XXXX XXXX XXXX XXXX XXXX XXXX , City , State & Zip : XXXX, Texas XXXX Telephone # XXXX E-Mail : XXXX -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - Lender Name : Champion Mortgage Lender Loan # : XXXX Loan Description : Reverse Mortgage Insurance XXXX : XXXX XXXX XXXX XXXX Insured XXXX Name : Champion Mortgage ( XXXX ) Insurance Policy # : XXXX - Hurricane Harvey Insurance Claim # : XXXX Inception Date : XX/XX/XXXX Expiration Date : XX/XX/XXXX XXXX XXXX XXXX ( Plaintiff ), Administrator for the Estate of XXXX XXXX files the following COMPLAINT and asserts NATIONSTAR d.b.a. CHAMPION MORTGAGE ( Defendant ) has violated and continues to violate both state and federal statutes.
Plaintiff apologizes to this court for not being represented by counsel. Due to the expediated nature of this monetary RULE 736 Foreclosure Plaintiff was unable to secure counsel on such short notice. Plaintiff contacted four prominent local law firms only to be refused due to their conflicting schedules.
Rest assured we will be actively pursuing counsel should the parties not be able to resolve the differences without litigation ( The law has always favored the resolution of controversies through compromise and settlement rather than through litigation and it has always been the policy of the law to uphold and enforce such contracts if they are fairly made and are not in contravention of some law or public policy. Hernandez v. Telles, 663 S.W.2d 91, 93 ( Tex .
App.El Paso 1983, no writ ). Agreements should be encouraged, particularly early in litigation, to open the door to communication and, hopefully, compromise.
The Plaintiff stands ready to compromise. Plaintiffs main objective is to continue the purchase of the estates home through the short sale process that is currently in effect and to be re-imbursed according to the agreement made with Defendants Loss Draft representative, Ms. XXXX XXXX XXXX At issue is a monetary non-judicial RULE 736 foreclosure. The property located at XXXX XXXX XXXX XXXX XXXX XXXX Texas XXXX is set to be sold on XX/XX/XXXX.
BACKGROUND to Monetary Non-Judicial RULE 736 Expeditated Foreclosure : I. RULE 736.5 ( b ) DUE DATE .is due the first Monday after the expiration of 38 days from citation. : Respondent received citation on XX/XX/XXXX - stating foreclosure sale was scheduled XX/XX/XXXX.
The property subject to the alleged lien is homesteaded and located at XXXX XXXX XXXX XXXX XXXX, XXXX, Texas XXXX.
Respondent denies a monetary DEFAULT occurred.
Respondent denies a monetary Default - was due as of XX/XX/XXXX in the amount of {$4900.00}. ( see Defendants NOTICE OF DEFAULT. Defendant has refused to provide exact calculation breakdown of the alleged {$4900.00} DEFAULT amount ( see Plaintiffs QWR stating disagreement and demand for documentation on {$4900.00} alleged DEFAULT ).
. II. RULE 736.5 ( c ) FORM .. signed in accordance with Rule 57..and may be in a general denial under Rule 92 : Respondent acknowledges Rule 92 ge
neral denial and if a denial is not warranted, Respondent will likely have evidentiary support at the hearing.
III. RULE 736.5 ( c ) ( 1 ) ( 5 ) ( c ) ( 1 ) reason respondent believes a respondent ( borrower ) did not sign a loan agreement document : ( i ) XXXX XXXX XXXX ( borrower ) was diagnosed with XXXX by the VA XXXX " located in XXXX, Texas.
( ii ) On XX/XX/XXXX, borrower allegedly executed ( without his legal guardian being present ) a reverse Note and Home Equity Conversion Mortgage ( HECM ) with XXXX XXXX XXXX ( XXXX ) - who immediately sold this property lien to XXXX XXXX XXXX ( XXXX ), dba Champion Mortgage ( CM ).
( iii ) The alleged signature is a forgery and was notarized by an out of town notary without any state issued ID from the alleged applicant. This notary would not have been able to declare under perjury of law that she knew the applicant personally. Therefore, the notarization of alleged applicant was unlawful.
( iv ) Before a HECM applicant can sign a reverse mortgage, HUD requires counseling of the applicant. Without this counseling session no reverse mortgage adhesion contract/agreement can even go forward.
Respondent requested a copy of this mandatory HUD counseling certificate byway of a - Qualified Written Request QWR. This QWR is governed under the Real Estate Settlement Procedures Act ( RESPA ) 12 U.S.C. 2605 ( e ).
This QWR was received and acknowledged by petitioners debt collector/current foreclosure counsel.
( c ) ( 2 ). The reason Respondent is not obligated for payment of the lien : ( i ) Article XVI of the Texas Constitution invalidates any lien when the borrower was legally incapacitated.
( ii ) Article XVI of the Texas Constitution invalidates any lien when borrower never received the mandatory HUD ( c ) ( 3 ). Why are the payoff amounts materially incorrect?.
( i ) Defendants Loss Draft Department received approximately {$14000.00} for Hurricane Harvey damage to the Plaintiffs property.
( ii ) Respondent noticed petitioner/Champion Mortgage Loss Draft Department approximately 20 times in writing that repairs made were available for inspection and re-imbursement repairs were being demanded.
( iii ) Defendant acknowledges having care, custody and control of Plaintiffs $ XXXX in the respondents escrow/suspense/unapplied funds account.
12 C.F.R. 1024.2 states disclosure of the total amount of funds held in such suspense or unapplied funds account on the periodic statement is mandatory. Petitioner failed to do so and continues this breach. This law goes on to state under Paragraph 38 ( i ) ( 1 ) ( x ) 1. ADDITIONAL ADJUSTMENT
S.
Examples of Items for which adjustments may be made include taxes and Flood or Hazard insurance premiums, if the consumer is being substitute
d as an insured under the same policy.
Before filing a non-judicial foreclosure - Defendant was required per - RULE 736.1 ( d ) ( 3 ) ( G ) to have undertaken and BEFORE the application was filed, any other action required under ( 1 ) applicable law and the loan agreement, ( 2 ) contract or ( 3 ) lien sought to be foreclosed was performed. ( emphasis added ) 1. Defendant failed to inform Defendants foreclosure counsel that Defendant was in possession of Plaintiffs {$14000.00} hurricane reimbursement funds.
2. Defendant failed to inform Defendants foreclosure counsel that the monies paid on the hazard insurance and property taxes was from Plaintiffs {$14000.00} and is the reason for the Defendants foreclosure counsel Loss Draft line item reduction down to the {$80000.00} amount on the XXXX Pay off statement.
3. Violated Texas Constitution___ by failing to identify borrowers XXXX byway of a mandatory counseling session.
4. Violated Texas Constitution___ by failing to to provide counseling session and couseling certificate.
5. Violated Texas Constitution___ by failing to obtain a picture ID during alleged reverse mortgage closing.
6. Violated Texas Constitution___ by failing to obtain/provide at Plaintiffs request a T-43 wi
th ( if applicable ) an agreement waiving the state issued picture ID 7. Defendant failed to inform Defendants foreclosure counsel that Plaintiff was active in mitigation/short sale negotiations with Defendants Mitigation Department including but not limited to : ( i ) Counseling with non-profit agency introduced to Plaintiff by Defendants mitigation/short sale representative Ms. XXXX XXXX, ( ii ) Plaintiff has USFDA application completed for purchase but is in need of the XX/XX/XXXX Appraisal performed by XXXX XXXX XXXX ( iii ) Plaintiff has completed 80 % of hurricane repairs using his own money and is now waiting for the inspect report performed by Defendants home inspector. Inspector has agreed to 80 % completion.
( iv ) HUD tolls all foreclosure activity if mitigation is being actively pursued. ( HUD Handbook 4330.1,1.34 : If the mortgagor or the mortgagors estate fails to repay the mortgagee. The mortgagee must begin foreclosure proceedings.If the estate is making reasonable efforts to buy/sell the property, extensions should be granted in 3 month intervals within the entire time not to exceed 12 months ).
The above referenced {$14000.00} are proceeds due Plaintiff from a forced placed hazard policy naming Champion Mortgage as the named insured ( Exhibt ) but was billed and paid for through the Plaintiffs account ( Exhibt ).
Enclosed you will find a copy of the petitioners debt collectors Payoff Statement Form identifying the respondents remaining Loss Draft funds in the amount of {$8000.00} from the original $ XXXX.
Defendant bases the foreclosure an amount of {$4000.00} for alleged payments made by defendant for payments of property taxes and hazard insurance.
Plaintiff disagrees payments were made with Defendants proceeds.
Plaintiff alleges Defendant intentionally has misrepresented to this court that Plaintiff has not provided funding to Defendant in order to pay for said Taxes and property insurance.
Defendant has been promised to be reimbursed after every letter Plaintiff mailed, emailed to Defendant. ( exhibit ) Defendant has intentionally misled, misrepresented and lied to Plaintiff knowing full well Plaintiff would rely on Defendants misrepresentations.
and reason for this monetary foreclosure proves that the petitioner paid the alleged DEFAULT charges with the respondents money. Proof of the Defendants possession of the Hurricane Harvey proceeds along with the lawful right under Paragraph 38 ( i ) ( 1 ) ( x ) 1. ADDITIONAL ADJUST Examples of Items for which adjustments may be made include taxes.Flood or Hazard insurance premiums, if the consumer is being substituted as an insured under the same policy meets RULE 95 requirement ( s ) ( When a defendant shall desire to prove payment, he shall file with his plea an account stating distinctly the nature of such payment, and the several items thereof ; failing to do so, he shall not be allowed to prove the same, unless it be so plainly and particularly described in the plea as to give the plaintiff full notice of the character thereof ).
FRAUDULENT HUD CERTIFIED APPRAISAL BY DEFENDANTs APPRAISER On or about XX/XX/XXXX, Plaintiff agreed with Defendant to pay for a short sale HUD CERTIFIED APPRAISAL.
Defendant retained the services of XXXX XXXX XXXX, XXXX, Texas.
XXXX XXXX was retained to perform an appraisal of the exterior and interior of subject property in order to determine the valuation to be used for the agreed upon short sale purchase by respondent.
XXXX invoiced and was paid {$330.00} for the alleged HUD CERTIFIED APPRAISAL.
XXXX never entered the property much less than entered into the home.
XXXX produced a fraudulent appraisal in the amount of {$90000.00}.
Defendant upon being provided knowledge - by Plaintiff - of their short sale HUD CERTIFIED APPRAISERs fraudulent short sale appraisal instructed XXXX XXXX to cease communication with Plaintiff. Defendant instructed XXXX to inform XXXX that XXXX must direct all communication to Defendant.
Plaintiff has followed XXXX instructions and has requested a copy of the XXXX Appraisal from Defendant no less than 15 times in writing and twice by way of a RESPA QWRs.
Defendant continues to protect their appraisal company and refuse to provide a copy of said short sale appraisal.
Plaintiff has also made demand ( exhibt ) ( cert mail rec # XXXX XXXX XXXX XXXX ) to XXXX for a copy of appraisal or a {$330.00} refund. XXXX has refused to provide a copy of the fraudulent {$90000.00} appraisal nor has this company refunded the {$330.00} appraisal fee.
Plaintiff now considers the {$330.00} a theft.
XXXX now claims their company did not prepare an appraisal.
Defendant refuses to comment.
BREACH OF AGREEMENT REGARDING IF DELINQUENT TAXES ARE OWED Defendant provided instructions with the short sale agreement/contract - informing Plaintiff that if any delinquent taxes are owed, please notify us WE are required to to pay for them and add them to the ( short sale ) payoff amount. ( EXHIBIT Plaintiff acknowledged and agreed to pay taxes and add them to the closing cost.
Defendant retained the services of XXXX, XXXX who contacted Plaintiffs XXXX XXXX XXXX and instructed this government body to not accept tax payments from Plaintiff. Plaintiff only became aware upon attempting to make tax payment and was informed it was not necessary.
Defendant intentionally mislead Plaintiff into thinking a short sale was imminent and moving forward and the tax payment was simply a normal path towards a short sale.
Instead, Defendants goal was to use an expedited non-judicial foreclosure in order to foreclose on the property the Plaintiff has spent 10s of thousands of dollars and hundreds of hours repairing Hurricane Harvey damage with the estates money and after and only after their inspector agrees the damages are at over 80 % repaired with the plaintiffs funds _ Defendant now attempts to foreclose on.
MISAPPROPRIATION OF PLAINTIFFs HURRICANE REIMBURSEMENT PROCEEDS including but not limited to : FRAUD, MISREPRESENTATION, NEGLIGENCE BREACH of CONTRACT Clearly no tax/insurance monetary {$4000.00} DEFAULT occured based upon the Defendants conduct towards Plaintiff and more importantltly the Defenedant having care custody and possession of the Plaintiffs hurricane re-imbursement proceeds. 15 USC1692 ( g ) 809 VALIDATION OF DEBTS ( b ) Disputed debts Defendant states the Defendant paid for the taxes and insurance resulting in this NON JUDICIAL FORECLOSURE.
Defendant carelessly omitts the fact that payment was with Plaintiffs hurricane reimbursement proceeds, proceeds in Defendants possession since XX/XX/XXXX and all the while collecting interest AND- refusing to explain where the missing hurricane proceeds are now located.
PARTIAL MISSING HURRICANE HARVEY INSURANCE REPAIR PROCEEDS per Defendants XX/XX/XXXX pay off statementThe forced placed insurance companies 1st payment was for {$10000.00} exhibit The forced placed insurance companies 2nd payment was for {$6700.00} The forced placed insurance companies total net payment ( s ) equal {$16000.00} Defendants debit collectors Pay Off Statement shows a Loss Draft Funds line item amount of {$8000.00}.
The amount received by the Defendant {$16000.00} was reduced to {$8000.00} as stated in the Debt collectors Payoff Statement representing an unsubstantiated deducted amount of {$8700.00}.
The alleged RULE 736 monetary foreclosure default amount is {$4900.00}.
This leaves an unaccounted/disappearing deduction of {$3700.00} in hurricane reimbursement proceeds due Plaintiff.
When Plaintiff requested documentation regarding the missing monies - byway of four RESPA governed QWRs the debt - collector informed Plaintiff that that they did not have the information and the Defendant would promptly reply to Plaintiffs information request.
Todate our QWR request remain unanswered.
It appears Defendant is using this expediated foreclosure as an attempt to avoid having to answer questions concerning the missing/unaccounted Hurricane repair/re-imbursement funds.
This Debt Collectors missing {$3700.00} Payoff Statement is dated XX/XX/XXXX.
As concerning as this missing {$3700.00} hurricane reimbursement proceeds are It pales with respect to the following missing/disappearing hurricane funds.
ENTIRE MISSING HURRICANE HARVEY INSURANCENSURANCE REPAIR PROCEEDS per Defendants XX/XX/XXXX pay off statement- Defendants Counsels XX/XX/XXXX Payoff Statement is in error and is an attempt to foreclose on the property without judicial oversight and to gain unjust enrichment byway Plaintiffs Hurricane Harvey reimbursement proceeds.
The prior XXXX PARTIAL MISSING HURRICANE HARVEY INSURANCE REPAIR PROCEEDS was identified as a Loss Draft Funds line item.
Plaintiff through a QWR requested reimbursement for Hurricane repairs - as was agreed to.
Instead of communication explaining Defendants reason ( s ) for non-payment Plaintiff received : - Defendant acknowledged Plaintiffs XX/XX/XXXX QWR and agreed to answer Plaintiffs QWR by XX/XX/XXXX - Defendants Counsel notified Plaintiff with a XX/XX/XXXX PAYOFF STATEMENT FORM. - Defendants Counsels XX/XX/XXXX PAYOFF STATEMENT FORM lists the Foreclosure sale date as XX/XX/XXXX. - Defendants Counsel on XX/XX/XXXX gave Plaintiff NOTICE OF ACCELERATION though the foreclosure sale date was set. - Defendants Counsel/Substitute Trustee gave NOTICE OF XX/XX/XXXX Foreclosure sale.
The XX/XX/XXXX Pay Off Statement provided to Plaintiff from Defendants foreclosure counsel has no Loss Draft Funds line item. The funds have disappeared.
Maybe this line item description should be re-named LOST FUNDS because that is what it appears to be lost misappropriated fraudulently misplaced stolen. The entire Hurricane re-imbursement
recovery funds has evaporated.
Plaintiff has been promised by numerous Defendant ( s ) representatives that Plaintiff will be provided {$11000.00} since XX/XX/XXXX.
Todate, no hurricane reimbursement funds have been made to Plaintiff and Defendant continues to breach this agreement made with Plaintiff.
In fact ; this is not the first time Plaintiff has had difficulty in re-covering storm damage proceeds.
It appears that refusing to force their elderly client after sustaining a major catastrophic occurrence to the property the Defendant refuses to promptly release repair funds forcing their client to begin repairs with their savings then when the client gets behind on the taxes/insurance they foreclose.
The previous situation ( though a judicial not a non-judicial ) occurred on XX/XX/XXXX with the alleged default amount being XXXX. - Plaintiff and Defendant ( through a different Debt Collector/Foreclosure Counsel ) agreed that a misunderstanding had occurred between two parties. - The parties agreed that The XXXX Estate was actively communicating with Champion Mortgages Loss Draft Department Mitigation Department XXXX and XXXX, Texas corporate offices. - The XXXX Estate provided documents to Champion Mortgages counsel identifying the {$13000.00} held in Champion Mortgages possession due to the passing of two ( 2 ) tropical storms. - The XXXX Estate agreed with Champion Mortgages counsel that a deduction of {$3200.00} from the XXXX Estates {$13000.00} Remaining Insurance Funds.
It was recognized that 12 U.S.C. 1715z-20 ( i ) provides additional relief this statue is aptly titled PROTECTION OF HOMEOWNER AND LENDER and states in relevant part : ( 1 ) In order to further the purposes of the program authorized in this section, the sectary shall take any action necessary ( A ) to provide any mortgagor under this section with funds to which the mortgagor is entitled under the insured mortgage or ancillary contracts but that the mortgagor has not received because of the default of the party responsible for payment.
It has now been over 2 years and the Defendant the responsible party to make payments to Plaintiff on the hurricane re-imbursement proceeds is and has been and continues to be in default.
This statuary relief should have been exercised under RULE 736.1 ( d ) ( 3 ) ( G ) - Before this application was filed.
CAUSE OF ACTION ( s ) 1st CAUSE of A
CTION FOR BREACH of CONTRACT : Plaintiff repeats and re-allege every allegation above as if set forth herein in full.
As described above, Breach ( s ) of Contract were performed against Plaintiff including but not limited to : ( i ) 19 letters from Defendant instructing Plaintiff to make repairs on the property Champion Mortgage has an interest in with a guarantee prompt payment would follow.
( ii ) Defendant ordered a short sale appraisal, charged the {$330.00} fee to Plaintiff promised Plaintiff to provide a copy of said appraisal after each letter from Plaintiff.
Todate and after two ( 2 ) years of pro
mises - Defendant continues to refuse to provide a copy of the appraisal Plaintiff was invoiced for.
( iii ) Defendant assured Plaintiff that a short sale contract would be promptly executed after Plaintiff received the appraisal and had a letter of guarantee from Plaintiffs lender USDA. Plaintiff has a contract submitted to Ms. XXXX XXXX, regional manager, XXXX x XXXX, XXXX, Texas. The two-year delay in receiving the Appraisal has caused harm to Plaintiffs relationship with lender.
( iv ) Defendants Loss Draft Department promised on numerous occasions to provide a copy of the adjusters estimate in order for Plaintiff to retain a contractor to repair the hurricane damages per the line item estimate from insurance adjuster/company.
( v ) Defendant promised to provide Plaintiff with a copy of the homes inspection report the report that lists the percentage of hurricane repairs completed. The inspector informed Plaintiff on XX/XX/XXXX that she had listed the repairs at over 80 % but was instructed by Defendant to lower to 80 % completion.
( vi ) Defendant through three ( 3 ) representatives including a Loss Draft Supervisor promised to have in a hurricane re-imbursement check in the amount of {$11000.00}.
00 in the mail no later than Friday, XX/XX/XXXX XXXX vii ) Plaintiff has been put on notice from one of the numerous contractors regarding the outstanding balance owed. Contractor has given a five- day cure date a lawsuit will be filed.
Plaintiff and Defendant therefore had a valid contract 2nd CAUSE of ACTION FOR BREACH of the IMPLIED COVENANT of GOOD FAITH and FAIR DEALING : Plaintiff repeats and re-allege every allegation above as if set forth herein in full The purpose of the covenant is to guarantee and common law to act in good faith and to deal fairly with each borrower XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Defendant enjoyed substantial discretionary power affecting the rights of Plaintiff during the above events alleged in this Complaint.
Defendant routinely and regularly breaches this duty by : a ) Failing to supervise their employees and sub-contractor b ) Routinely demanding information that Plaintiff had provided repeatedly c ) Failing to follow through on agreements and implied promises d ) Failing to follow through on contractual agreements e ) These actions constitute bad faith by the defendant 3rd CAUSE of ACTION FOR NEGLIGENCE : Plaintiff repeats and re-allege every allegation above as if set forth herein in full At all times relevant herein, the Foreclosing Defendants, acting as Plaintiffs lender and loan servicer, had a duty to exercise reasonable care and skill to maintain proper and accurate loan records and to discharge and fulfill all other incidents/promises, be attendant to the maintenance, accounting and servicing of loan records, including, but not limited to ; accurate crediting/payment ( s ) owed to Plaintiff.
Defendant ( s ) had a duty acting as the named insured on the forced placed insurance policy to promptly notify the forced placed hazard insurance company - after being notified by Plaintiff that a loss had occurred due to the passing of hurricane Har
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08/22/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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I sold my house located at XXXX XXXX XXXX, XXXX Fl XXXX on XX/XX/XXXX. I was behind on payments and I called Mr Cooper aka Nationstar to inform them house was being sold. I requested a payoff and they sent one that was good through XX/XX/XXXX. My closing lawyer contacted them on XX/XX/XXXX to get the payoff amount verified before they sent the wire. Once amount was confirmed with Nationstar/Mr. Cooper the wire was sent and confirmed. On XX/XX/XXXX my lawyers office received a message saying the wire transfer was being returned because it was not sufficient to pay off the outstanding amount. Yet this amount was confirmed and here they are 14 days later saying they sent it to legal for foreclosure proceedings to begin on XX/XX/XXXX! Remember we sent wire on XXXX XXXX.
Below is the emails that were sent to Mr. Cooper/Nationstar and they are refusing to accept their gross negligence and have now hired an attorney to sue me for the outstanding balance.
Fwd : ***URGENT*** re : XXXX XXXX , Loan # XXXX ; Payoff Inbox XXXX XXXX XXXX XX/XX/XXXX, XXXX XXXX ( 3 days ago ) to me Sending each email individually to you, this is the initial email to their research claims department.
Best, -- -- -- -- -- Forwarded message -- -- -- -- - From : XXXX XXXX XXXX Date : Fri, XX/XX/XXXX at XXXX XXXX Subject : ***URGENT*** re : XXXX XXXX, Loan XXXX XXXX ; Payoff To : XXXX Cc : XXXX XXXX XXXX, XXXX XXXX XXXX Good Morning, Please be advised that our law firm properly wired payoff funds pursuant to the attached payoff ( the " Payoff '' ) to Mr. Cooper on XX/XX/XXXX ( the " Wire '' ). See attached wire confirmation.
The Payoff expressly states on page 1 that the total payoff amount is {$110000.00} good through XX/XX/XXXX. The Payoff on page 2 explains that " This payoff quote is good through the date listed on the front page. However, if you are in default and a foreclosure sale is scheduled prior to the expiration of the good through date, you MUST contact us prior to the foreclosure sale for an updated and accurate payoff amount. '' Here, my office contacted our title insurance underwriter on XX/XX/XXXX to search the public records to confirm that there was no pending foreclosure ... there was no notice of lis pendens filed ... the property was no where near a foreclosure sale being scheduled. A foreclosure was not even filed.
Even so, in an abundance of caution, before submitting the Wire, my office called Mr. Cooper on XX/XX/XXXX and confirmed that the amount in the Payoff is the correct amount. My company then sent the Wire per the attached payoff and received the attached wire confirmation on XX/XX/XXXX. Our wire confirmation expressly references the property address, our file number and our telephone number in the additional information section. Nevertheless, Mr. Cooper failed to notify our office until XX/XX/XXXX at approximately XXXX XXXX, when it rejected the Wire alleging insufficient funds!
I direct your attention to Florida Statute Section 701.01, which provides for prevailing party attorneys ' fees in any civil action arising under this section concerning payment of funds to a mortgagee pursuant to a payoff. The mortgagee has 60 days from receipt of payment to satisfy and release the mortgage of record.
Our firm handled the closing, collected funds from the seller per the Payoff, wired the correct amount to Mr. Cooper, and Mr. Cooper wrongfully rejected the wire. My company was on the phone with representatives of Mr. Cooper for several hours on XX/XX/XXXX XX/XX/XXXX, and was informed by XXXX XXXX ( supervisor ), XXXX XXXX ( escalation customer service ) and XXXX XXXX ( loss mitigation ), that the reason for the rejection was a {$530.00} legal fee because the loan was sent to legal on XX/XX/XXXX! Even if it were submitted to legal for foreclosure XX/XX/XXXX, per the express terms of the Payoff, my company collected from the Seller the correct payoff amount and timely submitted those funds to Mr. Cooper on XX/XX/XXXX.
Representatives of Mr. Cooper informed my firm that attempts to contact my firm failed because Mr. Cooper representatives dialed our telephone number incorrectly ( i.e., they dialed XXXX instead of XXXX ). That was no fault of my company or your borrower ( the seller ).
We now have a buyer that may have a title claim against our firm if this mortgage is not timely satisfied and released as a lien on the subject property. We have a seller that is upset and may not return our calls, let alone wire additional funds to us.
Our firm complied with the terms of the Payoff. The disconnect is with the processes of your company and the express terms set forth in Mr. Cooper 's payoff letter.
We are happy to resubmit the Wire per the terms of the Payoff today for the amount set forth in the Payoff in exchange for a prompt release and satisfaction of the mortgage. Otherwise, we will have no choice but to commence legal proceedings against Mr. Cooper and seek all damages, including our legal fees and costs, which keep escalating. We appreciate your immediate attention to this time-sensitive matter.
Please contact me or my processor, XXXX XXXX, directly at XXXX or via email at XXXX. We look forward to hearing from you this morning.
Best, Best Wishes, XXXX XXXX Closing Attorney XXXX XXXX XXXX, XXXXXXXX XXXX : XXXX fax : XXXX XXXX : XXXX XXXX : XXXX XXXX XXXX XXXX XXXX, FL XXXX Fwd : ***URGENT*** re : XXXX XXXX, Loan XXXX XXXX ; Payoff Inbox x XXXX XXXX XX/XX/XXXX, XXXX XXXX ( 3 days ago ) to me Sending each email individually to you, this is the initial email to their research claims department.
Best, -- -- -- -- -- Forwarded message -- -- -- -- - From : XXXX XXXX XXXX Date : Fri, XX/XX/XXXX at XXXX XXXX Subject : ***URGENT*** re : XXXX XXXX, Loan XXXX XXXX ; Payoff To : XXXX Cc : XXXX XXXX XXXX, XXXX XXXX XXXX Good Morning, Please be advised that our law firm properly wired payoff funds pursuant to the attached payoff ( the " Payoff '' ) to Mr. Cooper on XX/XX/XXXX ( the " Wire '' ). See attached wire confirmation.
The Payoff expressly states on page 1 that the total payoff amount is {$110000.00} good through XX/XX/XXXX. The Payoff on page 2 explains that " This payoff quote is good through the date listed on the front page. However, if you are in default and a foreclosure sale is scheduled prior to the expiration of the good through date, you MUST contact us prior to the foreclosure sale for an updated and accurate payoff amount. '' Here, my office contacted our title insurance underwriter on XX/XX/XXXX to search the public records to confirm that there was no pending foreclosure ... there was no notice of lis pendens filed ... the property was no where near a foreclosure sale being scheduled. A foreclosure was not even filed.
Even so, in an abundance of caution, before submitting the Wire, my office called Mr. Cooper on XX/XX/XXXX and confirmed that the amount in the Payoff is the correct amount. My company then sent the Wire per the attached payoff and received the attached wire confirmation on XX/XX/XXXX. Our wire confirmation expressly references the property address, our file number and our telephone number in the additional information section. Nevertheless, Mr. Cooper failed to notify our office until XX/XX/XXXX at approximately XXXX XXXX, when it rejected the Wire alleging insufficient funds!
I direct your attention to Florida Statute Section 701.01, which provides for prevailing party attorneys ' fees in any civil action arising under this section concerning payment of funds to a mortgagee pursuant to a payoff. The mortgagee has 60 days from receipt of payment to satisfy and release the mortgage of record.
Our firm handled the closing, collected funds from the seller per the Payoff, wired the correct amount to Mr. Cooper, and Mr. Cooper wrongfully rejected the wire. My company was on the phone with representatives of Mr. Cooper for several hours on XX/XX/XXXX XX/XX/XXXX, and was informed by XXXX XXXX ( supervisor ), XXXX XXXX ( escalation customer service ) and XXXX XXXX ( loss mitigation ), that the reason for the rejection was a {$530.00} legal fee because the loan was sent to legal on XX/XX/XXXX! Even if it were submitted to legal for foreclosure XX/XX/XXXX, per the express terms of the Payoff, my company collected from the Seller the correct payoff amount and timely submitted those funds to Mr. Cooper on XX/XX/XXXX.
Representatives of Mr. Cooper informed my firm that attempts to contact my firm failed because Mr. Cooper representatives dialed our telephone number incorrectly ( i.e., they dialed XXXX instead of XXXX ). That was no fault of my company or your borrower ( the seller ).
We now have a buyer that may have a title claim against our firm if this mortgage is not timely satisfied and released as a lien on the subject property. We have a seller that is upset and may not return our calls, let alone wire additional funds to us.
Our firm complied with the terms of the Payoff. The disconnect is with the processes of your company and the express terms set forth in Mr. Cooper 's payoff letter.
We are happy to resubmit the Wire per the terms of the Payoff today for the amount set forth in the Payoff in exchange for a prompt release and satisfaction of the mortgage. Otherwise, we will have no choice but to commence legal proceedings against Mr. Cooper and seek all damages, including our legal fees and costs, which keep escalating. We appreciate your immediate attention to this time-sensitive matter.
Please contact me or my processor, XXXX XXXX, directly at XXXX or via email at XXXX. We look forward to hearing from you this morning.
Best, Best Wishes, XXXX XXXX Closing Attorney XXXX XXXX XXXX, XXXX XXXX : XXXX fax : XXXX XXXX XXXX XXXX XXXX : XXXX XXXX XXXX XXXX XXXX, FL XXXX Fwd : ***URGENT*** re : XXXX XXXX, Loan XXXX XXXX ; Payoff Inbox x XXXX XXXX XX/XX/XXXX, XXXX XXXX ( 3 days ago ) to me Sending each email individually to you, this is the initial email to their research claims department.
Best, -- -- -- -- -- Forwarded message -- -- -- -- - From : XXXX XXXX XXXX Date : Fri, XX/XX/XXXX at XXXX XXXX Subject : ***URGENT*** re : XXXX XXXX, Loan XXXX XXXX ; Payoff To : XXXX Cc : XXXX XXXX XXXX, XXXX XXXX XXXX Good Morning, Please be advised that our law firm properly wired payoff funds pursuant to the attached payoff ( the " Payoff '' ) to Mr. Cooper on XX/XX/XXXX ( the " Wire '' ). See attached wire confirmation.
The Payoff expressly states on page 1 that the total payoff amount is {$110000.00} good through XX/XX/XXXX. The Payoff on page 2 explains that " This payoff quote is good through the date listed on the front page. However, if you are in default and a foreclosure sale is scheduled prior to the expiration of the good through date, you MUST contact us prior to the foreclosure sale for an updated and accurate payoff amount. '' Here, my office contacted our title insurance underwriter on XX/XX/XXXX to search the public records to confirm that there was no pending foreclosure ... there was no notice of lis pendens filed ... the property was no where near a foreclosure sale being scheduled. A foreclosure was not even filed.
Even so, in an abundance of caution, before submitting the Wire, my office called Mr. Cooper on XX/XX/XXXX and confirmed that the amount in the Payoff is the correct amount. My company then sent the Wire per the attached payoff and received the attached wire confirmation on XX/XX/XXXX. Our wire confirmation expressly references the property address, our file number and our telephone number in the additional information section. Nevertheless, Mr. Cooper failed to notify our office until XX/XX/XXXX at approximately XXXX XXXX, when it rejected the Wire alleging insufficient funds!
I direct your attention to Florida Statute Section 701.01, which provides for prevailing party attorneys ' fees in any civil action arising under this section concerning payment of funds to a mortgagee pursuant to a payoff. The mortgagee has 60 days from receipt of payment to satisfy and release the mortgage of record.
Our firm handled the closing, collected funds from the seller per the Payoff, wired the correct amount to Mr. Cooper, and Mr. Cooper wrongfully rejected the wire. My company was on the phone with representatives of Mr. Cooper for several hours on XX/XX/XXXX XX/XX/XXXX, and was informed by XXXX XXXX ( supervisor ), XXXX XXXX ( escalation customer service ) and XXXX XXXX ( loss mitigation ), that the reason for the rejection was a {$530.00} legal fee because the loan was sent to legal on XX/XX/XXXX! Even if it were submitted to legal for foreclosure XX/XX/XXXX, per the express terms of the Payoff, my company collected from the Seller the correct payoff amount and timely submitted those funds to Mr. Cooper on XX/XX/XXXX.
Representatives of Mr. Cooper informed my firm that attempts to contact my firm failed because Mr. Cooper representatives dialed our telephone number incorrectly ( i.e., they dialed XXXX instead of XXXX ). That was no fault of my company or your borrower ( the seller ).
We now have a buyer that may have a title claim against our firm if this mortgage is not timely satisfied and released as a lien on the subject property. We have a seller that is upset and may not return our calls, let alone wire additional funds to us.
Our firm complied with the terms of the Payoff. The disconnect is with the processes of your company and the express terms set forth in Mr. Cooper 's payoff letter.
We are happy to resubmit the Wire per the terms of the Payoff today for the amount set forth in the Payoff in exchange for a prompt release and satisfaction of the mortgage. Otherwise, we will have no choice but to commence legal proceedings against Mr. Cooper and seek all damages, including our legal fees and costs, which keep escalating. We appreciate your immediate attention to this time-sensitive matter.
Please contact me or my processor, XXXX XXXX, directly at XXXX or via email at XXXX. We look forward to hearing from you this morning.
Best, Best Wishes, XXXX XXXX Closing Attorney XXXX XXXX XXXX, XXXX XXXX : XXXX fax : XXXX XXXX : XXXX XXXX : XXXX XXXX XXXX XXXX XXXX, FL XXXX XXXX : XXXX XXXX : XXXX XXXX, Loan XXXX XXXX ; Payoff Inbox x XXXX XXXX XX/XX/XXXX, XXXX XXXX ( 3 days ago ) to me Sending each email individually to you, this is the initial email to their research claims department.
Best, -- -- -- -- -- Forwarded message -- -- -- -- - From : XXXX XXXX XXXX Date : Fri, XX/XX/XXXX at XXXX XXXX Subject : ***URGENT*** re : XXXX XXXX, Loan XXXX XXXX ; Payoff To : XXXX Cc : XXXX XXXX XXXX, XXXX XXXX XXXX Good Morning, Please be advised that our law firm properly wired payoff funds pursuant to the attached payoff ( the " Payoff '' ) to Mr. Cooper on XX/XX/XXXX ( the " Wire '' ). See attached wire confirmation.
The Payoff expressly states on page 1 that the total payoff amount is {$110000.00} good through XX/XX/XXXX. The Payoff on page 2 explains that " This payoff quote is good through the date listed on the front page. However, if you are in default and a foreclosure sale is scheduled prior to the expiration of the good through date, you MUST contact us prior to the foreclosure sale for an updated and accurate payoff amount. '' Here, my office contacted our title insurance underwriter on XX/XX/XXXX to search the public records to confirm that there was no pending foreclosure ... there was no notice of lis pendens filed ... the property was no where near a foreclosure sale being scheduled. A foreclosure was not even filed.
Even so, in an abundance of caution, before submitting the Wire, my office called Mr. Cooper on XX/XX/XXXX and confirmed that the amount in the Payoff is the correct amount. My company then sent the Wire per the attached payoff and received the attached wire confirmation on XX/XX/XXXX. Our wire confirmation expressly references the property address, our file number and our telephone number in the additional information section. Nevertheless, Mr. Cooper failed to notify our office until XX/XX/XXXX at approximately XXXX XXXX, when it rejected the Wire alleging insufficient funds!
I direct your attention to Florida Statute Section 701.01, which provides for prevailing party attorneys ' fees in any civil action arising under this section concerning payment of funds to a mortgagee pursuant to a payoff. The mortgagee has 60 days from receipt of payment to satisfy and release the mortgage of record.
Our firm handled the closing, collected funds from the seller per the Payoff, wired the correct amount to Mr. Cooper, and Mr. Cooper wrongfully rejected the wire. My company was on the phone with representatives of Mr. Cooper for several hours on XX/XX/XXXX XX/XX/XXXX, and was informed by XXXX XXXX ( supervisor ), XXXX XXXX ( escalation customer service ) and XXXX XXXX ( loss mitigation ), that the reason for the rejection was a {$530.00} legal fee because the loan was sent to legal on XX/XX/XXXX! Even if it were submitted to legal for foreclosure XX/XX/XXXX, per the express terms of the Payoff, my company collected from the Seller the correct payoff amount and timely submitted those funds to Mr. Cooper on XX/XX/XXXX.
Representatives of Mr. Cooper informed my firm that attempts to contact my firm failed because Mr. Cooper representatives dialed our telephone number incorrectly ( i.e., they dialed XXXX instead of XXXX ). That was no fault of my company or your borrower XXXX the seller ).
We now have a buyer that may have a title claim against our firm if this mortgage is not timely satisfied and released as a lien on the subject property. We have a seller that is upset and may not return our calls, let alone wire additional funds to us.
Our firm complied with the terms of the Payoff. The disconnect is with the processes of your company and the express terms set forth in Mr. Cooper 's payoff letter.
We are happy to resubmit the Wire per the terms of the Payoff today for the amount set forth in the Payoff in exchange for a prompt release and satisfaction of the mortgage. Otherwise, we will have no choice but to commence legal proceedings against Mr. Cooper and seek all damages, including our legal fees and costs, which keep escalating. We appreciate your immediate attention to this time-sensitive matter.
Please contact me or my processor, XXXX XXXX, directly at XXXX or via email at XXXX. We look forward to hearing from you this morning.
Best, Best Wishes, XXXX XXXX Closing Attorney XXXX XXXX XXXX, XXXX XXXX : XXXX fax : XXXX XXXX : XXXX XXXX : XXXX XXXX XXXX XXXX XXXX, FL XXXX XXXX XXXX XX/XX/XXXX, XXXX XXXX ( 3 days ago ) to me Email follow up 2 -- -- -- -- -- Forwarded message -- -- -- -- - From : XXXX XXXX XXXX Date : Mon, XX/XX/XXXX at XXXX XXXX Subject : Fwd : ***URGENT*** re : XXXX XXXX, Loan # XXXX ; Payoff To : XXXX Cc : XXXX XXXX XXXX, XXXX XXXX XXXX We have still not received any response to the email below on this most URGENT matter. Kindly confirm receipt of this email.
Under Florida law, the lender is obligated by statute to release the mortgage within 60 days of payment in full. Our law firm timely submitted payment in full pursuant to the attached payoff. Mr. Cooper wrongfully rejected the payment.
Please email or call our office and ask for XXXX XXXX, XXXX XXXX or myself. We look forward to hearing from you today. Our cutoff time for sending wires is XXXX XXXX. Eastern time.
Time is of the essence and your immediate attention is needed. We look forward to hearing from you.
Forwarded Conversation Subject : Fwd : ***URGENT*** re : XXXX XXXX XXXX XXXX # XXXX ; Payoff -- -- -- -- -- -- -- -- -- -- -- -- From : XXXX XXXX XXXX Date : Mon, XX/XX/XXXX at XXXX XXXX To : XXXX XXXX XXXX Sending each email individually to you, this is the initial email to their research claims department.
Best, -- -- -- -- -- Forwarded message -- -- -- -- - From : XXXX XXXX XXXX Date : Fri, XX/XX/XXXX at XXXX XXXX Subject : ***URGENT*** re : XXXX XXXX, Loan XXXX XXXX ; Payoff To : XXXX Cc : XXXX XXXX XXXX, XXXX XXXX XXXX Good Morning, Please be advised that our law firm properly wired payoff funds pursuant to the attached payoff ( the " Payoff '' ) to Mr. Cooper on XX/XX/XXXX ( the " Wire '' ). See attached wire confirmation.
The Payoff expressly states on page 1 that the total payoff amount is {$110000.00} good through XX/XX/XXXX. The Payoff on page 2 explains that " This payoff quote is good through the date listed on the front page. However, if you are in default and a foreclosure sale is scheduled prior to the expiration of the good through date, you MUST contact us prior to the foreclosure sale for an updated and accurate payoff amount. '' Here, my office contacted our title insurance underwriter on XX/XX/XXXX to search the public records to confirm that there was no pending foreclosure ... there was no notice of lis pendens filed ... the property was no where near a foreclosure sale being scheduled. A foreclosure was not even filed.
Even so, in an abundance of caution, before submitting the Wire, my office called Mr. Cooper on XX/XX/XXXX and confirmed that the amount in the Payoff is the correct amount. My company then sent the Wire per the attached payoff and received the attached wire confirmation on XX/XX/XXXX. Our wire confirmation expressly references the property address, our file number and our telephone number in the additional information section. Nevertheless, Mr. Cooper failed to notify our office until XX/XX/XXXX at approximately XXXX XXXX, when it rejected the Wire alleging insufficient funds!
I direct your attention to Florida Statute Section 701.01, which provides for prevailing party attorneys ' fees in any civil action arising under this section concerning payment of funds to a mortgagee pursuant to a payoff. The mortgagee has 60 days from receipt of payment to satisfy and release the mortgage of record.
Our firm handled the closing, collected funds from the seller per the Payoff, wired the correct amount to Mr. Cooper, and Mr. Cooper wrongfully rejected the wire. My company was on the phone with representatives of Mr. Cooper for several hours on XX/XX/XXXX XX/XX/XXXX, and was informed by XXXX XXXX XXXX supervisor ), XXXX XXXX ( escalation customer service ) and XXXX XXXX. ( loss mitigation ), that the reason for the rejection was a {$530.00} legal fee because the loan was sent to legal on XX/XX/XXXX! Even if it were submitted to legal for foreclosure XX/XX/XXXX, per the express terms of the Payoff, my company collected from the Seller the correct payoff amount and timely submitted those funds to Mr. Cooper on XX/XX/XXXX.
Representatives of Mr. Cooper informed my firm that attempts to contact my firm failed because Mr. Cooper representatives dialed our telephone number incorrectly ( i.e., they dialed XXXX instead of XXXX ). That was no fault of my company or your borrower XXXX the seller ).
We now have a buyer that may have a title claim against our firm if this mortgage is not timely satisfied and released as a lien on the subject property. We have a seller that is upset and may not return our calls, let alone wire additional funds to us.
Our firm complied with the terms of the Payoff. The disconnect is with the processes of your company and the express terms set forth in Mr. Cooper 's payoff letter.
We are happy to resubmit the Wire per the terms of the Payoff today for the amount set forth in the Payoff in exchange for a prompt release and satisfaction of the mortgage. Otherwise, we will have no choice but to commence legal proceedings against Mr. Cooper and seek all damages, including our legal fees and costs, which keep escalating. We appreciate your immediate attention to this time-sensitive matter.
Please contact me or my processor, XXXX XXXX, directly at XXXX or via email at XXXX. We look forward to hearing from you this morning.
Best, Best Wishes, XXXX XXXX Closing Attorney XXXX XXXX XXXX, XXXX XXXX : XXXX fax : XXXX XXXX : XXXX XXXX : XXXX XXXX XXXX XXXX XXXX, FL XXXX CONFIDENTIALITY NOTE : The information contained in this transmission is privileged and confidential information intended only for the use of the individual or entity named above. If the reader of this message is not the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. If you have received this transmission in error, do not read it. Please immediately reply to the sender that you have received this communication in error and then delete it. Thank you for your cooperation. Disclaimer regarding Uniform Electronic Transactions Act ( " UETA '' ) ( Florida Statutes Section 668.50 ) : If this communication concerns negotiation of a contract or agreement, UETA does not apply to this communication ; contract formation in this matter shall occur only with manually-affixed original signatures on original documents.
Wire Fraud Alert : If you receive an email from me personally, XXXX XXXX XXXX, XXXX or any other office or person requesting you wire or transfer funds to our office, you must verify any funding instructions you receive by telephone conversation with me before doing so, using contact information found from an independent source, such as the sales contract or internet. Failure to do so can result in lost funds. Criminals are targeting the real estate and legal counsel professions. WE DO NOT USE AN INTERMEDIARY BANK OR ANY BANK OTHER THAN XXXX XXXX. Please proceed with caution. XXXX XXXX XXXX, XXXX is not responsible for any wires sent by you to an incorrect bank account.
-- Best Wishes, XXXX XXXX Closing Attorney XXXX XXXX XXXX, XXXX XXXX : XXXX fax : XXXX XXXX XXXX XXXX XXXX : XXXX XXXX XXXX XXXX XXXX, FL XXXX CONFIDENTIALITY NOTE : The information contained in this transmission is privileged and confidential information intended only for the use of the individual or entity named above. If the reader of this message is not the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. If you have received this transmission in error, do not read it. Please immediately reply to the sender that you have received this communication in error and then delete it. Thank you for your cooperation. Disclaimer regarding Uniform Electronic Transactions Act ( " UETA '' ) ( Florida Statutes Section 668.50 ) : If this communication concerns negotiation of a contract or agreement, UETA does not apply to this communication ; contract formation in this matter shall occur only with manually-affixed original signatures on original documents.
Wire Fraud Alert : If you receive an email from me personally, XXXX XXXX XXXX, XXXX or any other office or person requesting you wire or transfer funds to our office, you must verify any funding instructions you receive by telephone conversation with me before doing so, using contact information found from an independent source, such as the sales contract or internet. Failure to do so can result in lost funds. Criminals are targeting the real estate and legal counsel professions. WE DO NOT USE AN INTERMEDIARY BANK OR ANY BANK OTHER THAN XXXX XXXX. Please proceed with caution. XXXX XXXX XXXX, XXXX is not responsible for any wires sent by you to an incorrect bank account.
-- -- -- -- -- From : XXXX XXXX XXXX Date : Mon, XX/XX/XXXX at XXXX XXXX To : XXXX XXXX XXXX Email follow up 1 to them -- -- -- -- -- Forwarded message -- -- -- -- - From : XXXX XXXX XXXX Date : Fri, XX/XX/XXXX at XXXX XXXX Subject : Re : ***URGENT*** re : XXXX XXXX, Loan # XXXX ; Payoff XXXX XXXX XXXX Cc : XXXX XXXX XXXX, XXXX XXXX XXXX Good afternoon. We have less than 30 minutes Eastern time to initiate a wire to Mr. Cooper. We still have not received any response to the email below. This mat XXXX XXXX XX/XX/XXXX, XXXX XXXX ( 3 days ago ) I Have now received a letter from the law office of XXXX in XXXX Fl saying Nationstar is suing me for XXXX which now includes legal fees. I am not paying one penny more then what was originally owed to Nationstar/Mr Cooper on XX/XX/XXXX
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07/25/2019 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
On XX/XX/XXXX I contacted Mr. Cooper at XXXX. They asked for me to fax documents from XXXX XXXX assesments office showing the tax liabity for XXXX payable in XXXX. I also sent them the paper work showing XXXX tax year that XXXX would be 100 % exempted from any real estate taxes. ( This is because he is 100 % XXXX due to service related injury. ) On XXXX I followed up with Mr Cooper. I was told they was working on it. On XXXX I followed up again with Mr Cooper. After about XXXX minutes of going nowhere I asked for a supervisor. We spoke with XXXX XXXX XXXX. My original loan XXXX XXXX XXXX with XXXX XXXX has been amazing trying to help us through this process. Please see the chain of emails below.
XXXX, Please see attached letter that XXXX XXXX at XXXX XXXX XXXX office. Please get these escrow set up correctly so that the XXXX can put this to bed. Please let me know if you need anything else. Thanks XXXX From : XXXX XXXX XXXX XXXX : XXXX XXXX Sent : Thursday, XX/XX/XXXX XXXX AM To : XXXX XXXX XXXX Subject : [ EXTERNAL ] Re : Your Scan ( XXXX XXXX XXXX Re Mr. XXXX From : XXXX XXXX XXXX Sent XXXX Wednesday, XX/XX/XXXX XXXX PM To : XXXX XXXX Subject : FW : Your Scan ( XXXX XXXX XXXX See below From : XXXX XXXX XXXX XXXX : XXXX XXXX Sent XXXX Wednesday, XX/XX/XXXX XXXX PM To : XXXX XXXX XXXX Subject : [ EXTERNAL ] RE : Your Scan XXXX XXXX XXXX ) Hello, In order for us to go ahead and apply the homestead exe3mpotion we would need to have the letter including XXXXhe county letterhead that is type and not hand written and must include the exact percentage of the homestead exemption in order for us to apply to the mortgage.
Thank you XXXX XXXX Escalations Agent XXXX XXXX XXXX XXXX XXXX XXXX XXXX Tx, XXXX ( O ) XXXX ( F ) XXXX cid : XXXX From : XXXX XXXX XXXX XXXX XXXX XXXX XXXX Sent : Wednesday, XX/XX/XXXX XXXX PM To : XXXX XXXX XXXX XXXX XXXX XXXX Subject : RE : Your Scan ( XXXX XXXX XXXX XXXX, We sent you XXXX letters from XXXX XXXX Government Supervisor of Assessments office stating XXXX XXXX payable in XXXX will be approximately {$1700.00} ( Every loan that is closed taxes are set up on an estimate ) Have you talked to someone who knows escrows inside and out? We also sent you the letter that states that XXXX payable in XXXX will be XXXX because Mr. XXXX is a XXXX Veteran which makes him exempt Im not sure what else you need but this needs to moved up to a higher level of management and get this resolved. Mr. XXXX fought and protected this COUNTRY and its time for someone at MR COOPER to fight for him. He is going thru stress that is being brought on by MR COOPER and it isnt necessary. Please escalate this to the highest level and lets get it resolved TODAY!
Thanks From : XXXX XXXX XXXX XXXX : XXXX XXXX Sent : Wednesday, XX/XX/XXXX XXXX PM To : XXXX XXXX XXXX Subject : XXXX XXXX XXXX XXXX : Your Scan ( XXXX XXXX ) I also talked to XXXX from the county who advised me that there was not going to be any updates until next year. She also advised me that she is pretty sure that the tax amount would be {$0.00} but I need something from the county with the right amount for the taxes. I am doing everything I can do get this fixed.
Thank you XXXX XXXX Escalations Agent XXXX XXXX XXXX XXXX XXXX XXXX XXXX Tx, XXXX ( O ) XXXX ( F ) XXXX cid : XXXX From : XXXX XXXX XXXX XXXX XXXX XXXX XXXX Sent : Wednesday, XX/XX/XXXX XXXX PM To : XXXX XXXX XXXX Subject : RE : Your Scan ( XXXX XXXX ) You have a letter from the county tax office that states what the estimated taxes will be! I dont know why you cant use that as by federal law we have to have a cushion for escrow. If you can not fix then Mrs. XXXX will just have to file a claim with CFPB and your company can explain to them why you cant change it, as this is clearly against the guidelines. Please let me know so that I can let Mrs. XXXX know that we she has other options. Ever loan that is closed is based off an estimate as the tax bill doesnt have new owners name on it. I have done loan for over XXXX plus years and this is the way it has always been done Thanks XXXX From : XXXX XXXX XXXX XXXX : XXXX XXXX Sent : Wednesday, XX/XX/XXXX XXXX PM To : XXXX XXXX XXXX Subject : [ EXTERNAL ] RE : Your Scan ( XXXX XXXX ) Good Afternoon, So I called the county this morning and the lady I spoke with advised me that they will not be updating any information until next year with Mrs. XXXX and her husband name on it. I am trying to get the taxes updated but we need a bill of what the taxes will be, because the information you sent me is not going to work. I did talk with Mrs. XXXX and she advised me to email you to see what we can do.
Thank you XXXX XXXX Escalations Agent XXXX XXXX XXXX XXXX XXXX XXXX XXXX Tx, XXXX ( O ) XXXX ( F ) XXXX cid : XXXX From : XXXX XXXX XXXX XXXX XXXX XXXX XXXX Sent : Tuesday, XX/XX/XXXX XXXX AM To : XXXX XXXX XXXX Subject : RE : Your Scan ( XXXX XXXX ) Where you able to get this resolved for the XXXX Just let me know Thanks XXXX From XXXX XXXX XXXX XXXX XXXX : XXXX XXXX Sent : Monday, XX/XX/XXXX XXXX PM To : XXXX XXXX XXXX Subject : [ EXTERNAL ] RE : XXXX Scan ( XXXX XXXX ) Thank you I will look at that again if I need anything else I will email you XXXX XXXX Escalations Agent XXXX Triple XXXX XXXX XXXX XXXX XXXX Tx XXXX XXXX ( O ) XXXX XXXX XXXX ) XXXX XXXX XXXX XXXX From : XXXX XXXX XXXX XXXX : XXXX XXXX Sent : Monday, XX/XX/XXXX XXXX PM To : XXXX XXXX XXXX Subject : RE : Your Scan ( XXXX XXXX ) I emailed that to you on letterhead earlier today it states that XXXX taxes payable in XXXX to be XXXX and this is even signed by assessment office From : XXXX XXXX XXXX XXXX : XXXX XXXX Sent : Monday, XX/XX/XXXX XXXX PM To XXXX XXXX XXXX XXXX Subject : [ EXTERNAL ] RE : Your Scan ( XXXX XXXX ) In order to change the tax amount we would need the amount that they are going to pay. Are you able to get anything from the county on how much the bill is going to be.
Thank you XXXX XXXX Escalations Agent XXXX XXXX XXXX XXXX XXXX XXXX XXXX Tx, XXXX ( O ) XXXX ( F ) XXXX cid : XXXX From : XXXX XXXX XXXX XXXX XXXX XXXX XXXX Sent : Monday, XX/XX/XXXX XXXX AM To : XXXX XXXX XXXX Subject : RE : Your Scan ( XXXX XXXX ) The tax bills wont come out for XXXX taxes payable in XXXX till XX/XX/XXXX Thats why Mr. and Mrs. XXXX went to the XXXX XXXX Tax assessment office Not sure what else you can use but they cant pay XXXX a month in taxes Please let me know so that I can help customer Thanks XXXX From : XXXX XXXX XXXX XXXX : XXXX XXXX XXXX : Monday, XX/XX/XXXX XXXX AM To : XXXX XXXX XXXX Subject : [ EXTERNAL ] RE : Your Scan ( XXXX XXXX ) In order to update the taxes I need a bill from the county saying how much the taxes will be.
Thank you XXXX XXXX Escalations Agent XXXX XXXX XXXX XXXX XXXX XXXX XXXX Tx, XXXX ( O ) XXXX ( F ) XXXX cid : XXXX From : XXXX XXXX XXXX XXXX XXXX XXXX XXXX Sent : Monday, XX/XX/XXXX XXXX AM To : XXXX XXXX XXXX Subject : FW : Your Scan ( XXXX XXXX ) This email originated from outside of the organization. Do not click links or open attachments unless you recognize the sender and know the content is safe.
XXXX, Attached is the information that we spoke about need to get taxes corrected Thanks XXXX XXXX XXXX : XXXX XXXX XXXX XXXX XXXX NMLS # XXXX Direct : XXXX Fax : XXXX Cell : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX | XXXX, KY XXXX Apply Now XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX CAUTION : DO NOT change job until after you close on this transaction! If this cant be avoided please contact me before you change jobs DO NOT make any new purchases on CREDIT until after you close on this transaction.
DO NOT open any new credit applications or have your credit checked until after closing on this transaction.
DO NOT co-sign for friends or family.
DO NOT make any large deposits to your bank account, except normal payroll.
IMPORTANT : Keep all pay check stubs, bank statements and deposit receipts.
From : Scanner XXXX XXXX : XXXX XXXX Sent : Monday, XX/XX/XXXX XXXX AM To : XXXX XXXX XXXX Subject : Your Scan ( XXXX XXXX ) XXXX XXXX Notice to Recipient : The information contained in this email is confidential and intended solely for the addressees. Any unauthorized access, use, reproduction, or dissemination is prohibited. If you have received this e-mail in error, please notify me immediately and delete this copy from your system. XXXX XXXX XXXX XXXX XXXX XXXX XXXX NMLS ID # XXXX ( www.nmlsconsumeraccess.org ) XXXX XXXX XXXX XXXX XXXX XXXX This is not an offer to enter into an agreement. XXXX, rates, & programs are subject to change without prior notice and XXXX not be available in all states. All products are subject to credit & property approval. XXXX XXXX is not affiliated with any government agency. XXXX XXXX, its subsidiaries and/or its affiliates shall not assume legal liability or responsibility for any incorrect, misleading, or altered information contained herein.
Equal Housing Lender This e-mail communication and any attachments may contain confidential, copyrighted, and legally privileged information for use solely by the designated recipients to which this e-mail is addressed. If you are not the intended recipient, you are hereby notified that you have received this communication in error, and that any review, disclosure, dissemination, distribution, or copying of this message or its contents is prohibited and may be subject to governing laws protecting its disclosure. If you have received this communication in error, please notify Nationstar Mortgage XXXX immediately by e-mail at XXXX and destroy all copies of this communication and any attachments.
XXXX XXXX Notice to Recipient : The information contained in this email is confidential and intended solely for the addressees. Any unauthorized access, use, reproduction, or dissemination is prohibited. If you have received this e-mail in error, please notify me immediately and delete this copy from your system. XXXX XXXX XXXX XXXX XXXX XXXX XXXX NMLS ID # XXXX ( www.nmlsconsumeraccess.org ) XXXX XXXX XXXX XXXX XXXX XXXX This is not an offer to enter into an agreement. Information, rates, & programs are subject to change without prior notice and may not be available in all states. All products are subject to credit & property approval. XXXX XXXX is not affiliated with any government agency. XXXX XXXX, its subsidiaries and/or its affiliates shall not assume legal liability or responsibility for any incorrect, misleading, or altered information contained herein.
XXXX XXXX XXXX This e-mail communication and any attachments may contain confidential, copyrighted, and legally privileged information for use solely by the designated recipients to which this e-mail is addressed. If you are not the intended recipient, you are hereby notified that you have received this communication in error, and that any review, disclosure, dissemination, distribution, or copying of this message or its contents is prohibited and may be subject to governing laws protecting its disclosure. If you have received this communication in error, please notify Nationstar Mortgage XXXX immediately by e-mail at XXXX and destroy all copies of this communication and any attachments.
XXXX XXXX Notice to Recipient : The information contained in this email is confidential and intended solely for the addressees. Any unauthorized access, use, reproduction, or dissemination is prohibited. If you have received this e-mail in error, please notify me immediately and delete this copy from your system. XXXX XXXX XXXX XXXX XXXX XXXX XXXX NMLS ID # XXXX ( www.nmlsconsumeraccess.org ) XXXX XXXX XXXX XXXX XXXX XXXX This is not an offer to enter into an agreement. XXXX, rates, & programs are subject to change without prior notice and may not be available in all states. All products are subject to credit & property approval. XXXX XXXX is not affiliated with any government agency. XXXX XXXX, its subsidiaries and/or its affiliates shall not assume legal liability or responsibility for any incorrect, misleading, or altered information contained herein.
Equal Housing Lender This e-mail communication and any attachments may contain confidential, copyrighted, and legally privileged information for use solely by the designated recipients to which this e-mail is addressed. If you are not the intended recipient, you are hereby notified that you have received this communication in error, and that any review, disclosure, dissemination, distribution, or copying of this message or its contents is prohibited and may be subject to governing laws protecting its disclosure. If you have received this communication in error, please notify Nationstar Mortgage XXXX immediately by e-mail at XXXX and destroy all copies of this communication and any attachments.
XXXX XXXX Notice to Recipient : The information contained in this email is confidential and intended solely for the addressees. Any unauthorized access, use, reproduction, or dissemination is prohibited. If you have received this e-mail in error, please notify me immediately and delete this copy from your system. XXXX XXXX XXXX XXXX XXXX XXXX XXXX NMLS ID # XXXX ( www.nmlsconsumeraccess.org ) XXXX XXXX XXXX XXXX XXXX XXXX This is not an offer to enter into an agreement. Information, rates, & programs are subject to change without prior notice and may not be available in all states. All products are subject to credit & property approval. XXXX XXXX is not affiliated with any government agency. XXXX XXXX, its subsidiaries and/or its affiliates shall not assume legal liability or responsibility for any incorrect, misleading, or altered information contained herein.
Equal Housing Lender This e-mail communication and any attachments may contain confidential, copyrighted, and legally privileged information for use solely by the designated recipients to which this e-mail is addressed. If you are not the intended recipient, you are hereby notified that you have received this communication in error, and that any review, disclosure, dissemination, distribution, or copying of this message or its contents is prohibited and may be subject to governing laws protecting its disclosure. If you have received this communication in error, please notify Nationstar Mortgage LLC immediately by e-mail at XXXX and destroy all copies of this communication and any attachments.
XXXX XXXX Notice to Recipient : The information contained in this email is confidential and intended solely for the addressees. Any unauthorized access, use, reproduction, or dissemination is prohibited. If you have received this e-mail in error, please notify me immediately and delete this copy from your system. XXXX XXXX XXXX XXXX XXXX XXXX XXXX NMLS ID # XXXX ( www.nmlsconsumeraccess.org ) XXXX XXXX XXXX XXXX XXXX XXXX This is not an offer to enter into an agreement. Information, rates, & programs are subject to change without prior notice and may not be available in all states. All products are subject to credit & property approval. XXXX XXXX is not affiliated with any government agency. XXXX XXXX, its subsidiaries and/or its affiliates shall not assume legal liability or responsibility for any incorrect, misleading, or altered information contained herein.
Equal Housing Lender This e-mail communication and any attachments may contain confidential, copyrighted, and legally privileged information for use solely by the designated recipients to which this e-mail is addressed. If you are not the intended recipient, you are hereby notified that you have received this communication in error, and that any review, disclosure, dissemination, distribution, or copying of this message or its contents is prohibited and may be subject to governing laws protecting its disclosure. If you have received this communication in error, please notify Nationstar Mortgage LLC immediately by e-mail at XXXX and destroy all copies of this communication and any attachments.
XXXX XXXX Notice to Recipient : The information contained in this email is confidential and intended solely for the addressees. Any unauthorized access, use, reproduction, or dissemination is prohibited. If you have received this e-mail in error, please notify me immediately and delete this copy from your system. XXXX XXXX XXXX XXXX XXXX XXXX XXXX NMLS ID # XXXX ( www.nmlsconsumeraccess.org ) XXXX XXXX XXXX This is not an offer to enter into an agreement. Information, rates, & programs are subject to change without prior notice and XXXX not be available in all states. All products are subject to credit & property approval. XXXX XXXX is not affiliated with any government agency. XXXX XXXX, its subsidiaries and/or its affiliates shall not assume legal liability or responsibility for any incorrect, misleading, or altered information contained herein.
Equal Housing Lender This e-mail communication and any attachments may contain confidential, copyrighted, and legally privileged information for use solely by the designated recipients to which this e-mail is addressed. If you are not the intended recipient, you are hereby notified that you have received this communication in error, and that any review, disclosure, dissemination, distribution, or copying of this message or its contents is prohibited and may be subject to governing laws protecting its disclosure. If you have received this communication in error, please notify Nationstar Mortgage XXXX immediately by e-mail at XXXX and destroy all copies of this communication and any attachments.
XXXX XXXX Notice to Recipient : The information contained in this email is confidential and intended solely for the addressees. Any unauthorized access, use, reproduction, or dissemination is prohibited. If you have received this e-mail in error, please notify me immediately and delete this copy from your system. XXXX XXXX XXXX XXXX XXXX XXXX XXXX NMLS ID # XXXX XXXX XXXX XXXX XXXX XXXX XXXX This is not an offer to enter into an agreement. Information, rates, & programs are subject to change without prior notice and may not be available in all states. All products are subject to credit & property approval. XXXX XXXX is not affiliated with any government agency. XXXX XXXX, its subsidiaries and/or its affiliates shall not assume legal liability or responsibility for any incorrect, misleading, or altered information contained herein.
Equal Housing Lender This message contains confidential information and is intended only for the individual named. If you are not the named addressee you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately by e-mail if you have received this e-mail by mistake and delete this e-mail from your system. E-mail transmission can not be guaranteed to be secure or error-free as information could be intercepted, corrupted, lost, destroyed, arrive late or incomplete, or contain viruses. The sender therefore does not accept liability for any errors or omissions in the contents of this message, which arise as a result of e-mail transmission. Finally, the recipient should check this email and any attachments for the presence of viruses.
This message contains confidential information and is intended only for the individual named. If you are not the named addressee you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately by e-mail if you have received this e-mail by mistake and delete this e-mail from your system. E-mail transmission can not be guaranteed to be secure or error-free as information could be intercepted, corrupted, lost, destroyed, arrive late or incomplete, or contain viruses. The sender therefore does not accept liability for any errors or omissions in the contents of this message, which arise as a result of e-mail transmission. Finally, the recipient should check this email and any attachments for the presence of viruses.
XXXX XXXX Notice to Recipient : The information contained in this email is confidential and intended solely for the addressees. Any unauthorized access, use, reproduction, or dissemination is prohibited. If you have received this e-mail in error, please notify me immediately and delete this copy from your system. XXXX XXXX XXXX XXXX XXXX XXXX XXXX NMLS ID # XXXX XXXX XXXX XXXX This is not an offer to enter into an agreement. XXXX, rates, & programs are subject to change without prior notice and XXXX not be available in all states. All products are subject to credit & property approval. XXXX XXXX is not affiliated with any government agency. XXXX XXXX, its subsidiaries and/or its affiliates shall not assume legal liability or responsibility for any incorrect, misleading, or altered information contained herein.
Equal Housing Lender XXXX XXXX XXXXXXXX XXXX XXXX XXXX To XXXX XXXX XX/XX/XXXX at XXXX PM See below From : XXXX XXXX XXXX XXXX : XXXX XXXX Sent : Thursday, XX/XX/XXXX XXXX AM To : XXXX XXXX XXXX Subject : [ EXTERNAL ] RE : Your Scan ( XXXX XXXX ) Hello Yesterday email stated that it needed to be an official letter. The document you sent did not have the official letter head. It also states in the letter that you sent that it is XXXX % which is not an exact amount the bill will have the exact amount of the discount the person is getting. Once again I am sorry until we get that information there is nothing we can do.
Thank you XXXX XXXX Escalations Agent XXXX XXXX XXXX XXXX XXXX XXXX XXXX Tx, XXXX ( O ) XXXX ( F ) XXXX cid : XXXX From : XXXX XXXX XXXX XXXX XXXX XXXX XXXX Sent : Thursday, XX/XX/XXXX XXXX AM To : XXXX XXXX XXXX Subject : RE : Your Scan ( XXXX XXXX ) This is totally different than what you said yesterday! This what you sent yesterday Why is this changed today?????
Sent : Wednesday, XX/XX/XXXX XXXX PM To : XXXX XXXX XXXX Subject : [ EXTERNAL ] RE : Your Scan ( XXXX XXXX ) Hello, In order for us to go ahead and apply the homestead exe3mpotion we would need to have the letter including the county letterhead that is type and not hand written and must include the exact percentage of the homestead exemption in order for us to apply to the mortgage.
Thank you XXXX XXXX Escalations Agent XXXX XXXX XXXX XXXX XXXX XXXX XXXX Tx, XXXX From : XXXX XXXX XXXX XXXX : XXXX XXXX Sent : Thursday, XX/XX/XXXX XXXX AM To : XXXX XXXX XXXX Subject : [ EXTERNAL ] RE : Your Scan ( XXXX XXXX ) Hello I wanted to let you know that this is not going to work. The first thing this is not a legal document from XXXX XXXX. Second after speaking with XXXX XXXX tax office as of XX/XX/XXXX they stated that the bill will not be updated till next year. Unless we get a copy of the official bill from the county there is nothing we can do. I do apologize for the inconvenience.
Thank you XXXX XXXX Escalations Agent XXXX XXXX XXXX XXXX XXXX XXXX XXXX Tx, XXXX ( O ) XXXX ( F ) XXXX cid : XXXX From : XXXX XXXX XXXX XXXX XXXX XXXX XXXX Sent : Thursday, XX/XX/XXXX XXXX AM To : XXXX XXXX XXXX XXXX : XXXX Subject : XXXX : Your Scan ( XXXX XXXX XXXX XXXX, Please see attached letter that XXXX XXXX at XXXX XXXX Assessments office. Please get these escrow set up correctly so that the XXXX can put this to bed. Please let me know if you need anything else. Thanks XXXX From : XXXX XXXX XXXX XXXX : XXXX XXXX Sent : Thursday, XX/XX/XXXX XXXX AM To : XXXX XXXX XXXX Subject XXXX XXXX XXXX XXXX XXXX : Your Scan ( XXXX XXXX XXXX Re MrXXXX XXXX From : XXXX XXXX XXXX Sent : Wednesday, XX/XX/XXXX XXXX PM To : XXXX XXXX Subject : FW : Your Scan ( XXXX XXXX XXXX See below From : XXXX XXXX XXXX XXXX : XXXX XXXX Sent XXXX Wednesday, XX/XX/XXXX XXXX PM To : XXXX XXXX XXXX Subject : [ EXTERNAL ] RE : Your Scan XXXX XXXX XXXX ) Hello, In order for us to go ahead and apply the homestead exe3mpotion we would need to have the letter including the county letterhead that is type and not hand written and must include the exact percentage of the homestead exemption in order for us to apply to the mortgage.
Thank you XXXX XXXX Escalations Agent XXXX XXXX XXXX XXXX XXXX XXXX XXXX Tx, XXXX ( O ) XXXX ( F ) XXXX cid : XXXX From : XXXX XXXX XXXX XXXX XXXX XXXX XXXX Sent : Wednesday, XX/XX/XXXX XXXX PM To : XXXX XXXX XXXX Cc : XXXX Subject : RE : Your Scan ( XXXX XXXX XXXX XXXX, We sent you 2 letters from XXXX XXXX Government Supervisor of Assessments office stating XXXX XXXX payable in XXXX will be approximately {$1700.00} ( Every loan that is closed taxes are set up on an estimate ) Have you talked to someone who knows escrows inside and out? We also sent you the letter that states that XXXX payable in XXXX will be XXXX because Mr. XXXX is a XXXX Veteran which makes him exempt Im not sure what else you need but this needs to moved up to a higher level of management and get this resolved. Mr. XXXX fought and protected this COUNTRY and its time for someone at MR COOPER to fight for him. He is going thru stress that is being brought on by MR COOPER and it isnt necessary. Please escalate this to the highest level and lets get it resolved TODAY!
Thanks From : XXXX XXXX XXXX XXXX : XXXX XXXX Sent : Wednesday, XX/XX/XXXX XXXX PM To : XXXX XXXX XXXX Subject : [ EXTERNAL ] RE : Your Scan ( XXXX XXXX ) I also talked to XXXX from XXXX XXXX who advised me that there was not going to be any updates until next year. She also advised me that she is pretty sure that the tax amount would be {$0.00} but I need something from XXXX XXXX with the right amount for the taxes. I am doing everything I can do get this fixed.
Thank you XXXX XXXX Escalations Agent XXXX XXXX XXXX XXXX XXXX XXXX XXXX Tx, XXXX ( O ) XXXX ( F ) XXXX cid : XXXX From : XXXX XXXX XXXX XXXX XXXX XXXX XXXX Sent : Wednesday, XX/XX/XXXX XXXX PM To : XXXX XXXX XXXX XXXX XXXX XXXX : Your Scan ( XXXX XXXX ) You have a letter from XXXX XXXX tax office that states what the estimated taxes will be! I dont know why you cant use that as by federal law we have to have a cushion for escrow. If you can not fix then XXXX XXXX will just have to file a claim with CFPB and your company can explain to them why you cant change it, as this is clearly against the guidelines. Please let me know so that I can let Mrs. XXXX know that we she has other options. Ever loan that is closed is based off an estimate as the tax bill doesnt have new owners name on it. I have done loan for over XXXX plus years and this is the way it has always been done Thanks XXXX From : XXXX XXXX XXXX XXXX : XXXX XXXX Sent : Wednesday, XX/XX/XXXX XXXX PM To : XXXX XXXX XXXX Subject : [ EXTERNAL ] RE : Your Scan ( XXXX XXXX ) Good Afternoon, So I called XXXX XXXX this morning and the lady I spoke with advised me that they will not be updating any information until next year with XXXX XXXX and her husband name on it. I am trying to get the taxes updated but we need a bill of what the taxes will be, because the information you sent me is not going to work. I did talk with Mrs. XXXX and she advised me to email you to see what we can do.
Thank you XXXX XXXX Escalations Agent XXXX XXXX XXXX XXXX XXXX XXXX XXXX Tx, XXXX ( O ) XXXX ( F ) XXXX cid : XXXX From : XXXX XXXX XXXX XXXX XXXX XXXX XXXX Sent : Tuesday, XX/XX/XXXX XXXX AM To : XXXX XXXX XXXX Subject : RE : Your Scan ( XXXX XXXX ) Where you able to get this resolved for the XXXX Just let me know Thanks XXXX From : XXXX XXXX XXXX XXXX : XXXX XXXX Sent : Monday, XX/XX/XXXX XXXX PM To : XXXX XXXX XXXX Subject : [ EXTERNAL ] RE : Your Scan ( XXXX XXXX ) Thank you I will look at that again if I need anything else I will email you XXXX XXXX Escalations Agent XXXX XXXX XXXX XXXX XXXX XXXX XXXX Tx XXXX XXXX ( O ) XXXX XXXX XXXX ) XXXX XXXX XXXX XXXX From : XXXX XXXX XXXX XXXX : XXXX XXXX Sent : Monday, XX/XX/XXXX XXXX PM To : XXXX XXXX XXXX Subject : RE : Your Scan ( XXXX XXXX ) I emailed that to you on letterhead earlier today it states that XXXX taxes payable in XXXX to be XXXX and this is even signed by assessment office From : XXXX XXXX XXXX XXXX : XXXX XXXX Sent : Monday, XX/XX/XXXX XXXX PM To XXXX XXXX XXXX XXXX @ XXXX
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08/26/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Property Address : XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX I am writing to you to request specific itemized information about the accounting and servicing of my mortgage and of my need for understanding and clarification of various charges, credits, debits, transactions, actions, payments, analyses and records related to the servicing of my loan from its inception to the present date. I am disputing the validity of the current debt you claim that I owe. To independently validate this debt, I need to conduct a complete exam, audit, review and accounting of my mortgage loan from its inception until the present date. Upon receipt of this letter, please refrain from reporting any negative credit information to any credit reporting agencies until you respond to my requests. I also request that you conduct your own investigation and audit of my account since its inception to validate the debt you claim I owe you is accurate to the XXXX. Please do not rely on previous servicers or originators assurances or indemnity agreements and refuse to conduct a full audit and investigation of my account. I want to insure that I or [ we ] have not been the victim of such predatory practices. To insure this, I have authorized a thorough review, examination, accounting and audit of my mortgage at XXXX XXXX XXXX XXXX , XXXX XXXX CA, XXXX by predatory lending experts. This exam and audit will review my mortgage loan file from the date of my initial contact, application and the origination of my loan to the present date written above. As such, please treat this letter as a Qualified Written Request under the Real Estate Settlement Procedures Act, codified as Section 2605 ( e ) of Title 12 of the United States Code. As you know, RESPA provides substantial penalties and fines for non-compliance or answers to my questions provided in this letter within sixty [ 60 ] days! In order to conduct this examination and audit, I need to have full and immediate disclosure including copies of all pertinent information regarding my loan. The documents requested and answers to questions are needed by my counsel and the predatory lending experts retained to insure that my loan : Was originated in lawful compliance with all federal and state laws, regulations including, but not limited to RESPA, HOEPA and other laws ; That any sale or transfer of my loan was conducted in accordance with proper laws and was a true sale of my note ; That the claimed holder in due course of my promissory note and deed of trust is holding such note in compliance with State and Federal laws and is entitled to the benefits of my payments ; That all appropriate disclosures of terms, costs, commissions, rebates, kickbacks, fees etc. Were properly disclosed to me at the inception of my loan ; That each servicer and sub-servicer of my mortgage has serviced my mortgage in accordance with the terms of my mortgage, promissory note and/or deed of trust ; That each servicer and sub-servicer of my mortgage has serviced my mortgage in compliance with local, state and federal statutes, laws and regulations ; That my loan has properly been credited, debited, adjusted, amortized and charged correctly ; That interest and principal have been properly calculated and applied to my loan ; That my principal balance has been properly calculated and accounted for ; That no charges, fees or expenses, not obligated by me in any agreement, have been charged or assessed to or collected on my account ; In order to validate my debt and audit my account, I need copies of pertinent documents to be provided and answers in writing to various servicing questions to be sent to me and/or to my representative : ( REPRESENTATIVES NAME, ADDRESS, PHONE & FAX # ) For each record kept on computer or in any other electronic file or format, please provide a paper copy of all information in each field or record in each computer system, program or database used by you that contains any information on my account. As such, please send to me, at the address above, copies of the documents requested below as soon as possible. Please provide me copies of : 1. All data, information, notations, text, figures and information contained in your mortgage servicing and accounting computer systems including, but not limited to XXXX XXXX system, any system by XXXX or any other similar mortgage servicing software used by you, any servicers, or sub-servicer of my mortgage account from the inception of my loan to the date written above. 2. All descriptions and legends of all Codes used in your mortgage servicing and accounting system so that the examiners, auditors and experts retained to audit and review my mortgage account may properly conduct their work. 3. All purchase and sale of mortgage agreements, sale or transfer of servicing rights or other similar agreement related to any assignment, purchase or sale of my mortgage loan or servicing rights by you, any broker, affiliate company, parent company, servicers, bank, government sponsored enterprise, sub-servicers, mortgage broker, mortgage banker or any holder of any right related to my mortgage, promissory note and deed of trust from the inception of my loan to the present date. 4. All prospectus related to the sale or transfer of my note, deed of trust, mortgage and servicing rights or other similar agreement related to any assignment, purchase or sale of my mortgage loan or servicing rights by you, any broker, affiliate company, parent company, servicers, bank, government sponsored enterprise, sub-servicers, mortgage broker, mortgage banker or any holder of any right related to my mortgage, promissory note and deed of trust from the inception of my loan to the present date. 5. All assignments, transfers, alonges, or other document evidencing a transfer, sale or assignment of my mortgage, deed of trust, promissory note or other document that secures payment by me to my obligation in this account from the inception of my loan to the present date. 6. All deeds in lieu, modifications to my mortgage, promissory note or deed of trust from the inception of my loan to the present date. 7. The front and back of each and every canceled check, money order, draft, debit or credit notice issued to any servicer of my account for payment of any monthly payment, other payment, escrow charge, fee or expense on my account. 8. All escrow analyses conducted on my account from the inception of my loan until the date of this letter ; 9. The front and back of each and every canceled check, draft or debit notice issued for payment of closing costs, fees and expenses listed on my disclosure statement including, but not limited to, appraisal fees, inspection fees, title searches, title insurance fees, credit life insurance premiums, hazard insurance premiums, commissions, attorney fees, points, etc. 10. Front and back copies of all payment receipts, checks, money orders, drafts, automatic debits and written evidence of payments made by me or by others on my account. 11. All letters, statements and documents sent to me by your company ; 12. All letters, statements and documents sent to me by agents, attorneys or representatives of your company ; 13. All letters, statements and documents sent to me by previous servicers, sub-servicers or others in your loan file or in your control or possession or in the control or possession of any affiliate, parent company, agent, sub-servicer, servicer, attorney or other representative of your company. 14. All letters, statements and documents contained in my loan file or imaged by you, any servicer or sub-servicers of my mortgage from the inception of my loan to present date. 15. All electronic transfers, assignments, sales of my note, mortgage, deed of trust or other security instrument. 16. All copies of property inspection reports, appraisals, BPOs and reports done on my property. 17. All invoices for each charge such as inspection fees, BPOs, appraisal fees, attorney fees, insurance, taxes, assessments or any expense which has been charged to my mortgage account from the inception of my loan to the present date. 18. All checks used to pay invoices for each charged such as inspection fees, BPOs, appraisal fees, attorney fees, insurance, taxes, assessments or any expense which has been charged to my mortgage account from the inception of my loan to the present date. 19. All agreements, contracts and understandings with vendors that have been paid for any charge on my account from the inception of my loan to the present date. 20. All loan servicing records, payment payoffs, payoff calculations, ARM audits, interest rate adjustments, payment records, transaction histories, loan histories, accounting records, ledgers, and documents that relate to the accounting of my loan from the inception of my loan until present date? 21. All loan servicing transaction records, ledgers, registers and similar items detailing how my loan has been serviced from the from the inception of my loan until present date? Further, in order to conduct the audit and review of my account, and to determine all proper amounts due, I need the following answers to questions concerning the servicing and accounting of my mortgage account from its inception to the present date. Accordingly, can you please provide me, in writing, the answers to the questions listed below. LOAN ACCOUNTING & SERVICING SYSTEMS 1 ) Please identify for me each loan accounting and servicing system used by you and any sub-servicer or previous servicer from the inception of my loan to the present date? 2 ) For each loan accounting and servicing system identified by you and any sub-servicer or previous servicer from the inception of my loan to the present date, please provide the name and address of the company or party that designed and sold the system? 3 ) For each loan accounting and servicing system used by you and any sub-servicer or previous servicer from the inception of my loan to the present date, please provide the complete transaction code list for each system. DEBITS & CREDITS 1 ) In a spreadsheet form or in letter form in a columnar format, please detail for me each and every credit on my account and the date such credit was posted to my account as well as the date any credit was received. 2 ) In a spreadsheet form or in letter form in a columnar format, please detail for me each and every debit on my account and the date such credit was posted to my account as well as the date any debit was received. 3 ) For each debit or credit listed, please provide me with the definition for each corresponding transaction code you utilize? 4 ) For each transaction code, please provide us with the master transaction code list used by you or previous servicers. MORTGAGE & ASSIGNMENTS 1 ) Has each sale, transfer or assignment of my mortgage or promissory note or any other instrument I executed to secure my debt been recorded in the county property records in the county and state in which my property is located from the inception of my loan to the present date? Yes or No? 2 ) If no, why? 3 ) Have any sales, transfers or assignments of my mortgage or promissory note or any other instrument I executed to secure my debt been recorded in any electronic fashion such as XXXX or other internal or external system from the inception of my loan to the present date? Yes or No? 4 ) If yes, please detail for me the names of each seller, purchaser, assignor, assignee or any holder in due course to any right or obligation of any note, mortgage, deed or security instrument I executed securing the obligation on my account that was not recorded in the county records where my property is located. ATTORNEY FEES 1 ) For purposes of my questions below dealing with attorney fees, please consider the terms attorney fees and legal fees to be one in the same. 2 ) Have attorney fees ever been assessed to my account from the inception of my loan to the present date? 3 ) If yes, please detail each separate assessment of attorney fees to my account from the inception of my loan to the present date and the date of such assessment to my account? 4 ) Have attorney fees ever been charged to my account from the inception of my loan to the present date? 5 ) If yes, please detail each separate charge of attorney fees to my account from the inception of my loan to the present date and the date of such charge to my account? 6 ) Have attorney fees ever been collected from my account from the inception of my loan to the present date? 7 ) If yes, please detail each separate collection of attorney fees from my account from the inception of my loan to the present date and the date of such collection from my account? 8 ) Please provide for me the name and address of each attorney or law firm that has been paid any fees or expenses related to my account from the inception of my loan to the present date? 9 ) Please identify for me in writing the provision, paragraph, section or sentence of any note, mortgage, deed of trust or any agreement I signed authorized the assessment or collection of attorney fees? 10 ) Please detail and list for me in writing each separate attorney fee assessed to my account and for which corresponding payment period or month such late fee was assessed from the inception of my loan to present date. 11 ) Please detail and list for me in writing each separate attorney fee collected from my account and for which corresponding payment period or month such late fee was collected from the inception of my loan to present date. 12 ) Please detail and list for me in writing any adjustments in attorney fees assessed and on what date such adjustment was made and the reasons for such adjustment. 13 ) Please detail and list for me in writing any adjustments in attorney fees collected and on what date such adjustment were made and the reasons for such adjustment. 14 ) Has interest been charged on any attorney fee assessed or charged to my account? Yes or No? 15 ) Is interest allowed to be assessed or charged on attorney fees charged or assessed to my account? Yes or No? 16 ) How much in total attorney fees have been assessed to my account from the inception of my loan until present date? $ ____________ 17 ) How much in total attorney fees have been collected on my account from the inception of my loan until present date? $ __________ SUSPENSE/UNAPPLIED ACCOUNTS 1 ) For purposes of this section, please treat the term suspense account and unapplied account as one in the same. 2 ) Has there been any suspense or unapplied account transactions on my account from the inception of my loan until present date? 3 ) If yes, why? If no, please skip the questions in this section dealing with suspense and unapplied accounts. 4 ) In a spreadsheet or in letterform in a columnar format, please detail for me each and every transaction, both debits and credits that has occurred on my account from the inception of my loan until present date? LATE FEES 1 ) For purposes of my questions below dealing with late fees, please consider the terms late fees and late charges to be one in the same. 2 ) Have you reported the collection of late fees on my account as interest in any statement to me or to the IRS? Yes or No? 3 ) Has any previous servicer or sub-servicer of my mortgage reported the collection of late fees on my account as interest in any statement to me or to the IRS? Yes or No? 4 ) Do you consider the payment of late fees as liquidated damages to you for not receiving my payment on time? Yes or No? 5 ) Are late fees considered interest? Yes or No? 6 ) Please detail for me in writing what expenses and damages you incurred for any payment I made that was late. 7 ) Were any of these expenses or damages charged or assessed to my account in any other way? Yes or No? 8 ) If yes, please describe what expenses or charges were charged or assessed to my account? 9 ) Please describe for me in writing what expenses you or others undertook due to any payment I made which was late? 10 ) Please describe for me in writing what damages you or others undertook due to any payment I made which was late? 11 ) Please identify for me in writing the provision, paragraph, section or sentence of any note, mortgage, deed of trust or any agreement I signed authorized the assessment or collection of late fees? 12 ) Please detail and list for me in writing each separate late fee assessed to my account and for which corresponding payment period or month such late fee was assessed from the inception of my loan to present date. 13 ) Please detail and list for me in writing each separate late fee collected from my account and for which corresponding payment period or month such late fee was collected from the inception of my loan to present date. 14 ) Please detail and list for me in writing any adjustments in late fees assessed and on what date such adjustment was made and the reasons for such adjustment. 15 ) Please detail and list for me in writing any adjustments in late fees collected and on what date such adjustment was made and the reasons for such adjustment. 16 ) Has interest been charged on any late fee assessed or charged to my account? Yes or No? 17 ) Is interest allowed to be assessed or charged on late fees charged or assessed to my account? Yes or No? 18 ) Have any late charges been assessed to my account? Yes or No? 19 ) If yes, how much in total late charges have been assessed to my account from the inception of my loan until present date? $ ____________ 20 ) Please provide me with the exact months or payment dates you or other previous servicers of my account claim I have been late with a payment from the inception of my loan to the present date. 21 ) Have late charges been collected on my account from the inception of my loan until present date? Yes or No? 22 ) If yes, how much in total late charges have been collected on my account from the inception of my loan until present date? $ __________ PROPERTY INSPECTIONS 1 ) For purposes of this section property inspection and inspection fee refer to any inspection of my property by any source and any related fee or expense charged for such inspection. 2 ) Have any property inspections been conducted on my property from the inception of my loan until the present date? 3 ) If your answer is no, you can skip the rest of these questions in this section concerning property inspections? 4 ) If yes, please tell me the date of each property inspection conducted on my property that is the secured interest for my mortgage, deed or note? 5 ) Please tell me the price charged for each property inspection? 6 ) Please tell me the date of each property inspection? 7 ) Please tell me the name and address of each company and person who conducted each property inspection on my property? 8 ) Please tell me why property inspections were conducted on my property? 9 ) Please tell me how property inspections are beneficial to me. 10 ) Please tell me how property inspections are protective of my property. 11 ) Please explain to me your policy on property inspections. 12 ) Do you consider the payment of inspection fees as a cost of collection? Yes or No? 13 ) If yes, why? 14 ) Do you use property inspections to collect debts? Yes or No? 15 ) Have you used any portion of the property inspection process on my property to collect a debt or inform me of a debt, payment or obligation I owe? 16 ) If yes, please answer when and why? 17 ) Please identify for me in writing the provision, paragraph, section or sentence of any note, mortgage, deed of trust or any agreement I signed authorized the assessment or collection of property inspection fees? 18 ) Have you labeled in any record or document sent to me a property inspection as a misc. advance? Yes or No? 19 ) If yes, why? 20 ) Have you labeled in any record or document sent to me a property inspection as a legal fee or attorney fee? Yes or No? 21 ) If yes, why? 22 ) Please detail and list for me in writing each separate inspection fee assessed to my account and for which corresponding payment period or month such fee was assessed from the inception of my loan to present date. 23 ) Please detail and list for me in writing each separate inspection fee collected from my account and for which corresponding payment period or month such fee was collected from the inception of my loan to present date. 24 ) Please detail and list for me in writing any adjustments in inspection fees assessed and on what date such adjustment was made and the reasons for such adjustment. 25 ) Please detail and list for me in writing any adjustments in inspection fees collected and on what date such adjustment was made and the reasons for such adjustment. 26 ) Has interest been charged on any inspection fees assessed or charged to my account? Yes or No? 27 ) If yes, when and how much was charged? 28 ) Is interest allowed to be assessed or charged on inspection fees charged or assessed to my account? Yes or No? 29 ) How much in total inspection fees have been assessed to my account from the inception of my loan until present date? $ ____________ 30 ) How much in total inspection fee have been collected on my account from the inception of my loan until present date? $ __________ BPO FEES 1 ) Have any BPOs [ Brokers Price Opinions ] been conducted on my property? 2 ) If yes, please tell me the date of each BPO conducted on my property that is the secured interest for my mortgage, deed or note? 3 ) Please tell me the price of each BPO? 4 ) Please tell me who conducted each BPO? 5 ) Please tell me why BPOs were conducted on my property 6 ) Please tell me how BPOs are beneficial to me. 7 ) Please tell me how BPOs are protective of my property. 8 ) Please explain to me your policy on BPOs. 9 ) Have any BPO fees been assessed to my account? Yes or No? 10 ) If yes, how much in total BPO fees have been assessed to my account? $ ________ 11 ) Have any BPO fees been charged to my account? Yes or No? 12 ) If yes, how much in total BPO fees have been charged to my account? $ ______ 13 ) Please tell me specifically what clause, paragraph and sentence in my note, mortgage or deed of trust or any agreement I have executed allows you to assess, charge or collect a BPO fee from me. SERVICING RELATED QUESTIONS For each of the following questions listed below, please provide me with a detailed explanation in writing that answers each question : In addition, I need the following answers to questions concerning the servicing of my mortgage account from its inception to the present date. Accordingly, can you please provide me, in writing, the answers to the questions listed below : 1 ) Did the originator of my loan have any financing agreements or contracts with your company? 2 ) Did the originator of my loan have a warehouse loan agreement or contract with your company? 3 ) Did the originator of my loan receive any compensation, fee, commission, payment, rebate or other financial consideration from your company or any affiliate of your company for handling, processing, originating or administering my loan? If yes, please describe and itemize each and every form of compensation, fee, commission, payment, rebate or other financial consideration paid to the originator of my loan by your company or any affiliate. 4 ) Please identify for me where the originals of my entire loan file are currently located and how they are being stored, kept and protected? 5 ) Where is the original promissory note or mortgage I signed located? Please describe its physical location and anyone holding this note as a custodian or trustee if applicable. 6 ) Where is the original deed of trust I signed located? Please describe its physical location and anyone holding this note as a custodian or trustee if applicable. 7 ) Since the inception of my loan, has there been any assignment of my promissory note or mortgage to any other party? If the answer is yes, would you kindly identify the names and addresses of each and every individual, party, bank, trust or entity that has received such assignment. 8 ) Since the inception of my loan, has there been any assignment of my deed of trust to any other party? If the answer is yes, would you kindly identify the names and addresses of each and every individual, party, bank, trust or entity that has received such assignment. 9 ) Since the inception of my loan, has there been any sale or assignment of servicing rights to my mortgage loan to any other party? If the answer is yes, would you kindly identify the names and addresses of each and every individual, party, bank, trust or entity that has received such assignment or sale. 10 ) Since the inception of my loan, has any sub-servicer serviced any portion of my mortgage loan? If the answer is yes, would you kindly identify the names and addresses of each and every individual, party, bank, trust or entity that has sub-serviced my mortgage loan. 11 ) Has my mortgage loan been made a part of any mortgage pool since the inception of my loan? If yes, please identify for me each and every loan mortgage pool that my mortgage has been a part of from the inception of my loan to the present date. 12 ) Has each and every assignment of my mortgage or promissory note been recorded in the county land records where the property associated with my mortgage loan is located? 13 ) Has there been any electronic assignment of my mortgage with XXXX or any other computer mortgage registry service or computer program? If yes, please identify the name and address of each and every individual, 14 ) Have there been any investors who have participated in any mortgage backed security, collateral mortgage obligation or other mortgage security instrument that my mortgage loan has ever been a part of from the inception of my mortgage to the present date? If yes, please identify the name and address of each and every individual, entity, organization or 15 ) Please identify for me the parties and their addresses to all sales contracts, servicing agreements, assignments, alonges, transfers, indemnification agreements, recourse agreements and any agreement related to my loan from its inception to the current date written above. 16 ) Please provide me with copies of all sales contracts, servicing agreements, assignments, alonges, transfers, indemnification agreements, recourse agreements and any agreement related to my loan from its inception to the current date written above. Please provide me with the documents I have requested and a detailed answer to each of my questions within the required lawful time frame. Upon receipt of the documents and answers, an exam and audit will be conducted that may lead to a further document request and answers to questions under an additional QWR letter. Copies of this Qualified Written Request, Validation of Debt, request for accounting and legal records, Dispute of Debt letter is being sent to HUD, all relevant state and federal regulators ; local predatory lending task forces ; other consumer advocates ; my congressman and various class action law firms and lawyers referred to me. It is my hope that you can answer my questions, document and validate my debt to the XXXX and correct and make right any errors uncovered. Thanks XXXX XXXX XXXX XXXX
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03/06/2021 |
Yes |
- Debt collection
- Mortgage debt
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- Written notification about debt
- Didn't receive enough information to verify debt
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Web |
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XXXX XXXX XXXX XXXX XXXX XXXX, MA XXXX Social Security # XXXX DOB : XX/XX/XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXXXXXX, XXXX, Texas XXXX XXXX XXXX XXXX XXXX, XXXX XXXX. XXXX XXXX, XXXX, GA XXXX XXXX XXXX XXXX, XXXX XXXX. XXXX XXXX, XXXX, PA XXXX DISCLOSURE : THIS IS NOT AN IDENTITY THEFT DISPUTE, PLEASE REFRAIN FROM TAKING ANY POSITION OF IDENTITY THEFT EITHER WITH ANY CREDIT REPORTING AGENCY OR ANY SUBSCRIBERE THAT PARTAKES IN THE PRIVLIDGES ON REPORTING CONSUMERS PAYMENT HISTORY, IT IS A DISPUTE ON GROUNDS OF VALIDATION PURPOSES ONLY.
LEGAL DISPUTE REQUESTING FULL DISCLOSURE OF TRUE TIMELINES PERTAINING TO TRADELINE PROCUREMENT, IN ADDITION TO ACTUAL PAYMENT HISTORY PROVING ACTUAL INITIAL DATE OF FIRST 30-DAY LATE PAYMENT HISTORY, THUS TRIGGERING THE 7-YEAR RULE THAT RELATES TO ERRONEOUS OR OBSOLETE INFORMATION.
605. Requirements relating to information contained in consumer reports [ 15 U.S.C. 1681c ] ( a ) Information excluded from consumer reports. Except as authorized under subsection ( b ) of this section, no consumer reporting agency may make any consumer report containing any of the following items of information : ( 1 ) Cases under title 11 [ United States Code ] or under the Bankruptcy Act that, from the date of entry of the order for relief or the date of adjudication, as the case may be, antedate the report by more than 10 years.
( 2 ) Civil suits, civil judgments, and records of arrest that from date of entry, antedate the report by more than seven years or until the governing statute of limitations has expired, whichever is the longer period.
( 3 ) Paid tax liens which, from date of payment, antedate the report by more than seven years.
( 4 ) Accounts placed for collection or charged to profit and loss which antedate the report by more than seven years. ( 1 ) ( 5 ) Any other adverse item of information, other than records of convictions of crimes which antedates the report by more than seven years.1 ( b ) Exempted cases. The provisions of subsection ( a ) of this section are not applicable in the case of any consumer credit report to be used in connection with ( 1 ) a credit transaction involving, or which may reasonably be expected to involve, a principal amount of {$150000.00} or more ; ( 2 ) the underwriting of life insurance involving, or which may reasonably be expected to involve, a face amount of {$150000.00} or more ; or ( 3 ) the employment of any individual at an annual salary which equals, or which may reasonably be expected to equal {$75000.00}, or more. ( c ) Running of reporting period. ( 1 ) In general.
The 7-year period referred to in paragraphs ( 4 ) and ( 6 ) ** of subsection ( a ) shall begin, with respect to any delinquent account that is placed for collection ( internally or by referral to a third party, whichever is earlier ), charged to profit and loss, or subjected to any similar action, upon the expiration of the 180-day period beginning on the date of the commencement of the delinquency which immediately preceded the collection activity, charge to profit and loss, or similar action.
CREDITOR CONTACT INFORMATION : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, DE XXXX ( XXXX ) XXXX ACCOUNT # XXXX ACCOUNT # XXXX On these subscribers that are reporting the affixed information, I am requesting full validation such as, original transfer rights to collect, confirmation of legal timeline to report on credit and/or collection procedures, validation of licensing requirements, posted bonding requirements, oversight on monthly payment histories, proper subscriber agreement compliance with credit reporting agencies, and overall compliance with all Fair Credit Reporting Act and Fair Debt Collection Practices Act bylaws as mandated by federal laws. If all of these requirements are not in order, then I have the legal right to request the deletion of this tradeline accordingly.
XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX, DE XXXX ( XXXX ) XXXX ACCOUNT # XXXX On these subscribers that are reporting the affixed information, I am requesting full validation such as, original transfer rights to collect, confirmation of legal timeline to report on credit and/or collection procedures, validation of licensing requirements, posted bonding requirements, oversight on monthly payment histories, proper subscriber agreement compliance with credit reporting agencies, and overall compliance with all Fair Credit Reporting Act and Fair Debt Collection Practices Act bylaws as mandated by federal laws. If all of these requirements are not in order, then I have the legal right to request the deletion of this tradeline accordingly.
XXXX XXXX XXXX XXXX XXXX, OH XXXX ACCOUNT # XXXX ACCOUNT # XXXX On these subscribers that are reporting the affixed information, I am requesting full validation such as, original transfer rights to collect, confirmation of legal timeline to report on credit and/or collection procedures, validation of licensing requirements, posted bonding requirements, oversight on monthly payment histories, proper subscriber agreement compliance with credit reporting agencies, and overall compliance with all Fair Credit Reporting Act and Fair Debt Collection Practices Act bylaws as mandated by federal laws. If all of these requirements are not in order, then I have the legal right to request the deletion of this tradeline accordingly.
XXXX XXXX XXXX XXXX XXXX XXXX.
XXXX, RI XXXX ( XXXX ) XXXX ACCOUNT # XXXX On these subscribers that are reporting the affixed information, I am requesting full validation such as, original transfer rights to collect, confirmation of legal timeline to report on credit and/or collection procedures, validation of licensing requirements, posted bonding requirements, oversight on monthly payment histories, proper subscriber agreement compliance with credit reporting agencies, and overall compliance with all Fair Credit Reporting Act and Fair Debt Collection Practices Act bylaws as mandated by federal laws. If all of these requirements are not in order, then I have the legal right to request the deletion of this tradeline accordingly.
XXXX XXXX XXXX XXXX XXXX XXXX.
XXXX, WI XXXX ACCOUNT # XXXX On these subscribers that are reporting the affixed information, I am requesting full validation such as, original transfer rights to collect, confirmation of legal timeline to report on credit and/or collection procedures, validation of licensing requirements, posted bonding requirements, oversight on monthly payment histories, proper subscriber agreement compliance with credit reporting agencies, and overall compliance with all Fair Credit Reporting Act and Fair Debt Collection Practices Act bylaws as mandated by federal laws. If all of these requirements are not in order, then I have the legal right to request the deletion of this tradeline accordingly.
NATIONSTAR DBA MR COOPER XXXX XXXX XXXX XXXX, TX XXXX ( XXXX ) XXXX ACCOUNT # XXXX On these subscribers that are reporting the affixed information, I am requesting full validation such as, original transfer rights to collect, confirmation of legal timeline to report on credit and/or collection procedures, validation of licensing requirements, posted bonding requirements, oversight on monthly payment histories, proper subscriber agreement compliance with credit reporting agencies, and overall compliance with all Fair Credit Reporting Act and Fair Debt Collection Practices Act bylaws as mandated by federal laws. If all of these requirements are not in order, then I have the legal right to request the deletion of this tradeline accordingly.
XXXX XXXX XXXX XXXX XXXX XXXX, OH XXXX ( XXXX ) XXXX ACCOUNT # XXXX On these subscribers that are reporting the affixed information, I am requesting full validation such as, original transfer rights to collect, confirmation of legal timeline to report on credit and/or collection procedures, validation of licensing requirements, posted bonding requirements, oversight on monthly payment histories, proper subscriber agreement compliance with credit reporting agencies, and overall compliance with all Fair Credit Reporting Act and Fair Debt Collection Practices Act bylaws as mandated by federal laws. If all of these requirements are not in order, then I have the legal right to request the deletion of this tradeline accordingly.
XXXX XXXX XXXX XXXX XXXX XXXX XXXX, MA XXXX ACCOUNT # XXXX On these subscribers that are reporting the affixed information, I am requesting full validation such as, original transfer rights to collect, confirmation of legal timeline to report on credit and/or collection procedures, validation of licensing requirements, posted bonding requirements, oversight on monthly payment histories, proper subscriber agreement compliance with credit reporting agencies, and overall compliance with all Fair Credit Reporting Act and Fair Debt Collection Practices Act bylaws as mandated by federal laws. If all of these requirements are not in order, then I have the legal right to request the deletion of this tradeline accordingly.
DISCLOSURE : At no time is this a dispute of identity theft or fraud, and I want my dispute answered by the creditor supplying the information on me to be 100 % validated, and/or to see if the timeline for its existence has passed, or if the credit/collection/public record tradeline is on my credit report in violation of the Fair Credit Reporting Act or a violation of the Fair Debt Collection Practices Act. Any item that I believe is not being validated by the creditor or collection agency or public record vendor will be disputed with the Consumer Financial Protection Bureau at a future date. If the item in dispute is legally valid, I will stand by that validation. We only request validation of information and/or debt ownership. At no time will I dispute a credit reporting agency, as it is imperative to the American free markets that XXXX, XXXX and XXXX XXXX maintain integrity for the American consumers.
The following federal laws are what I am basing my rights under : Amended consumer rights Fair Credit Reporting Act Public Law 15 U.S.C. 1681 : https : //www.consumer.ftc.gov/articles/pdf-0111-fair-credit-reporting-act.pdf Fair Debt Collection Practices Act : https : //www.ftc.gov/enforcement/rules/rulemaking-regulatory-reform-proceedings/fair-debt-collection-practices-act-text I make this request based upon potentially six criteria : 1 ) That I personally agreed and signed a application and/or contract on an extension of credit, and that I may have been late on payments and desire to find an agreed upon timeline when my credit trade line will go to a positive status, or be in position for its legal deletion mandated by the Fair Credit Reporting Act 7-Year rule on the deletion of antiquated information.
2 ) That there may be items on my credit report that was acquired through a public record vendor, and that I may request a fully documented validation of any or all items posted from public record, and upon discovery may request the deletion of the public record postings based upon legal time limits, and/or completed research proving the settled agreements between myself and a second or third party. In and event, if the public record is legal, I will agree upon the trade line being maintained on my credit report until the time arrives where it can legally be removed.
3 ) I may dispute any collection agency that maintains that they are attempting to collect a debt, either for an original creditor I may have had an association with, or if the collection agency maintains that they have acquired the debt. I may request from the debt collector full documentation of assignment of debt collection in written form as mandated by the Federal Trade Commission, including but not limited to verification that the collection agency is bonded and legally approved to collect debts from consumers within my state of residency, and if the agency maintains that the debt has been acquired by purchase, then full documented history of the debt transfer either directly from the original creditor and/or from the securitized trust the debt may have been sold to in a debt portfolio administered through the full regulatory body of the Securities and Exchange Commission. I may in addition request such documentation through the Federal Deposit Insurance Corporation if that is indeed the governing body of the original credit grantor.
4 ) I will dispute all public utility payment histories including the collection process assigned to any collection agency, as all public utilities including cell phone charges, natural gas, electric and public violations within municipalities are not governed by the Fair Credit Reporting Act, but by governing bodies within each state known as public service commissions. At no time will I ever agree upon the postings of public utilities on my credit report, even though I understand that I may volunteer to add my payment histories of this nature at any time.
5 ) I may request the services of the Consumer Financial Protection Bureau to help me as a potential mediator in cases where I believe that my rights under the Fair Credit Reporting Act and the Fair Debt Collection Practices Act are in violation. At all times I will maintain a professional demeanor on the clearance of negative information on any of my credit reports.
6 ) I will only file a direct complaint with any credit reporting agency if I believe enough evidence has been ascertained showing that the creditor, collection agency and/or public service vendor is in violation of their subscriber agreement with any credit reporting agency.
I may dispute excessive inquiries posted on my credit reports based on the following. As the Federal Trade Commission struggles every year with maintaining the integrity of the credit community, from filing charges against illegal collection practices that abuse against the Fair Credit Reporting Act ( FCRA ) and The Fair and Accurate Credit Transactions Act ( FACTA ), bigger problems have evolved that may never be addressed without Congressional overhaul on current legislation. There is one major problem in the FICO scoring models implemented with each major credit reporting agency ( CRAS ). The excessive use of credit checks that draw down ones credit scores, and in many cases these credit reports are run as a full inquiry that causes severe damage to a persons credit score even though there was no validation on approval to pull credit or as the FCRA states a legitimate business need. Accordingly ; I may request under my rights under the Fair Credit Reporting Act ( FCRA ), the Fair and Accurate Credit Transactions Act ( FACTA ), and the Fair Debt Collection Practices Act ( FDCPA ) I request a full validation of each posted inquiry, proving that I indeed signed a credit authorization for each inquiry.
DISCLOSURE : THIS IS NOT AN IDENTITY THEFT DISPUTE, PLEASE REFRAIN FROM TAKING ANY POSITION OF IDENTITY THEFT EITHER WITH ANY CREDIT REPORTING AGENCY OR ANY SUBSCRIBERE THAT PARTAKES IN THE PRIVLIDGES ON REPORTING CONSUMERS PAYMENT HISTORY, IT IS A DISPUTE ON GROUNDS OF VALIDATION PURPOSES ONLY.
LEGAL DISPUTE ON EXCESSIVE INQUIRY PRACTICES INTO A CONSUMER REPORT WITHOUT PROPER DISCLOSURES IN PLACE AND/OR ABUSIVE EXTENSION OF LEGITIMATE BUSINESS PURPOSES, THIS IS THE ACTUAL GUIDELINES OF OBTAINING CONSUMER REPORTS UNDER THE FAIR CREDIT REPORTING ACT As a public service, the staff of the Federal Trade Commission XXXX FTC XXXX has prepared the following complete text of the Fair Credit Reporting Act ( FCRA ), 15 U.S.C. 1681 et seq. Although staff generally followed the format of the U.S. Code as published by the Government Printing Office, the format of this text does differ in minor ways from the Code ( and from West 's U.S. Code Annotated ). For example, this version uses FCRA section numbers ( 601-625 ) in the headings. ( The relevant U.S. Code citation is included with each section heading and each reference to the FCRA in the text. ) 604. Permissible purposes of consumer reports [ 15 U.S.C. 1681b ] ( a ) In general. Subject to subsection ( c ), any consumer reporting agency may furnish a consumer report under the following circumstances and no other : ( 1 ) In response to the order of a court having jurisdiction to issue such an order, or a subpoena issued in connection with proceedings before a Federal grand jury.
( 2 ) In accordance with the written instructions of the consumer to whom it relates.
( 3 ) To a person which it has reason to believe ( A ) intends to use the information in connection with a credit transaction involving the consumer on whom the information is to be furnished and involving the extension of credit to, or review or collection of an account of, the consumer ; or ( B ) intends to use the information for employment purposes ; or ( C ) intends to use the information in connection with the underwriting of insurance involving the consumer ; or ( D ) intends to use the information in connection with a determination of the consumer 's eligibility for a license or other benefit granted by a governmental instrumentality required by law to consider an applicant 's financial responsibility or status ; or ( E ) intends to use the information, as a potential investor or servicer, or current insurer, in connection with a valuation of, or an assessment of the credit or prepayment risks associated with, an existing credit obligation ; or ( F ) otherwise has a legitimate business need for the information ( i ) in connection with a business transaction that is initiated by the consumer ; or ( ii ) to review an account to determine whether the consumer continues to meet the terms of the account.
( 4 ) In response to a request by the head of a State or local child support enforcement agency ( or a State or local government official authorized by the head of such an agency ), if the person making the request certifies to the consumer reporting agency that ( A ) the consumer report is needed for the purpose of establishing an individual 's capacity to make child support payments or determining the appropriate level of such payments ; ( B ) the paternity of the consumer for the child to which the obligation relates has been established or acknowledged by the consumer in accordance with State laws under which the obligation arises ( if required by those laws ) ; ( C ) the person has provided at least 10 days ' prior notice to the consumer whose report is requested, by certified or registered mail to the last known address of the consumer, that the report will be requested ; and ( D ) the consumer report will be kept confidential, will be used solely for a purpose described in subparagraph ( A ), and will not be used in connection with any other civil, administrative, or criminal proceeding, or for any other purpose. ( 5 ) To an agency administering a State plan under Section 454 of the Social Security Act ( 42 U.S.C. 654 ) for use to set an initial or modified child support award. ( b ) Conditions for furnishing and using consumer reports for employment purposes. ( 1 ) Certification from user. A consumer reporting agency may furnish a consumer report for employment purposes only if ( A ) the person who obtains such report from the agency certifies to the agency that ( i ) the person has complied with paragraph ( 2 ) with respect to the consumer report, and the person will comply with paragraph ( 3 ) with respect to the consumer report if paragraph ( 3 ) becomes applicable ; and ( ii ) information from the consumer report will not be used in violation of any applicable Federal or State equal employment opportunity law or regulation ; and ( B ) the consumer reporting agency provides with the report, or has previously provided, a summary of the consumer 's rights under this title, as prescribed by the Federal Trade Commission under section 609 ( c ) ( 3 ) [ 1681g ]. ( 2 ) Disclosure to consumer. ( A ) In general. Except as provided in subparagraph ( B ), a person may not procure a consumer report, or cause a consumer report to be procured, for employment purposes with respect to any consumer, unless -- ( i ) a clear and conspicuous disclosure has been made in writing to the consumer at any time before the report is procured or caused to be procured, in a document that consists solely of the disclosure, that a consumer report may be obtained for employment purposes ; and ( ii ) the consumer has authorized in writing ( which authorization may be made on the document referred to in clause ( i ) ) the procurement of the report by that person. ( B ) Application by mail, telephone, computer, or other similar means. If a consumer described in subparagraph ( C ) applies for employment by mail, telephone, computer, or other similar means, at any time before a consumer report is procured or caused to be procured in connection with that application -- ( i ) the person who procures the consumer report on the consumer for employment purposes shall provide to the consumer, by oral, written, or electronic means, notice that a consumer report may be obtained for employment purposes, and a summary of the consumer 's rights under section 615 ( a ) ( 3 ) ; and ( ii ) the consumer shall have consented, orally, in writing, or electronically to the procurement of the report by that person. ( C ) Scope. Subparagraph ( B ) shall apply to a person procuring a consumer report on a consumer in connection with the consumer 's application for employment only if -- ( i ) the consumer is applying for a position over which the Secretary of Transportation has the power to establish qualifications and maximum hours of service pursuant to the provisions of section 31502 of title 49, or a position subject to safety regulation by a State transportation agency ; and ( ii ) as of the time at which the person procures the report or causes the report to be procured the only interaction between the consumer and the person in connection with that employment application has been by mail, telephone, computer, or other similar means. ( 3 ) Conditions on use for adverse actions. ( A ) In general. Except as provided in subparagraph ( B ), in using a consumer report for employment purposes, before taking any adverse action based in whole or in part on the report, the person intending to take such adverse action shall provide to the consumer to whom the report relates -- ( i ) a copy of the report ; and ( ii ) a description in writing of the rights of the consumer under this title, as prescribed by the Federal Trade Commission under section 609 ( c ) ( 3 ).
I have opted out of my public information with XXXX, and I believe that requesting the deletion of any inquiry based on any legitimate connection to a public record vendor such as XXXX is within my rights under the Fair Credit Reporting Act ( FCRA ), the Fair and Accurate Transactions Act ( FACTA ) and the Fair Debt Collection Practices Act ( FDCPA ). In review of the numerous hard copy disputes on my credit report, I am requesting only the proper protocol to be adhered to in order to maintain the legitimacy of the hard inquiry, that includes an actual name of the person involved with any company that pulled a hard review of my credit history, but in addition a copy of the actual report ascertained from such a review. If these items can not be produced, then by deductive reasoning the hard inquiry is not 100 % legitimate. Accordingly, under review of XXXX. Permissible purposes of consumer reports [ 15 U.S.C. 1681b ] ( a ), I request the deletion of the following lists of hard inquiries as follows : I demand my rights be protected based on the 2020 Edition of the Privacy Act published by the U.S. Department of Justice.
B. 5 U.S.C. 552a ( a ) ( 2 ) Individual [ T ] he term individual means a citizen of the United States or an alien lawfully admitted for permanent residence. 5 U.S.C. 552a ( a ) ( 2 ).
Comment : The Privacy Acts definition of individual is much narrower than the FOIAs definition of person, which draws from the Administrative Procedures Act. See 5 U.S.C. 551 ( 2 ) ( 2018 ) ( defining person as an individual, partnership, corporation, association, or public or private organization other than an agency. ) ; see also, e.g., Raven, 583 F.2d at 170-71 ( comparing use of the word individual in the Privacy Act, as opposed to the word person, as more broadly used in the FOIA ) ; Cudzich v. INS , 886 F. Supp. 101, 105 ( D.D.C. 1995 ) ( A plaintiff whose permanent resident status had been revoked is not an individual for the purposes of the Privacy Act.... Plaintiffs only potential access to the requested information is therefore under the Freedom of Information Act. ).
The Privacy Act generally covers citizens and lawful permanent residents, but others have some protections.
Generally, individuals under the Privacy Act are US citizens and lawful permanent residents. See S. Rep. No. 93-1183, at 79, reprinted in Source Book at 232, https : //www.justice.gov/opcl/paoverview_sourcebook ; OMB 1975 Guidelines, 40 Fed. Reg. at 28,951, https : //www.justice.gov/paoverview_omb-75. The Privacy Act as initially enacted did not generally protect non-resident foreign nationals. See, e.g., Raven v. Panama Canal Co., 583 F.2d 169, 170-71 ( 5th Cir. 1978 ) ( referencing legislative history that reflects the congressional intent to exclude nonresident aliens from Privacy Act coverage ) ; Soto v. State, 244 F. Supp. 3d 207, 208-09 ( D.D.C. 2017 ) ( per curiam ) ( unpublished table decision ) ( citing Fares v. INS, 50 F.3d 6 ( 4th Cir. 1995 ) ) ( [ Privacy ] Act only protects citizens of the United IMMEDIATE ACTION REQUIRED : PLEASE INSERT A BLOCK ON MY FILE FROM ALL FUTURE PROMOTIONAL REVIEWS THE FOLLOWING ATTACHED REVIEWS OF MY CREDIT IS A DISASTER AND I WOULD HAVE NEVER HAVE AUTHORIZE SO MANY REVIEWS. I HAVE DELETED ALL APPLICATIONS. PLEASE DELETE ALL OF THE ATTACHED CREDIT REVIEWS AS THEY WOULD HAVE NEVER BEEN AUTHORIZED. PLEASE BLOCK MY CREDIT REPORT INFORMATION FROM ALL UNAUTHORIZED INQUIRIES FROM THIS POINT FORWARD : This letter is addressed to the subscriber furnishing the information on my credit reports, and if this letter is addressed to any credit reporting agency, then it is considered a ghost letter mirroring the actual request for documentation of a credit trade line I may have issues with. It is my understanding that each credit reporting agency has an obligation to maintain accuracy within the banking/credit community, and I will fulfill my obligations to work within the credit system as it was designated.
Thank you for your full consideration in this matter.
Sincerely, XXXX XXXX XXXX XXXX
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11/23/2019 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
I'm sending this request because you have not replied to my previous complaint.
XX/XX/2019 Nation Star Mortgage RESPA QUALIFIED WRITTEN REQUEST ; COMPLAINT ; DISPUTE OF DEBT ; VALIDATION OF DEBT ; AND TILA REQUEST Dear Sir or Madam : I am writing to you to dispute the accounting and servicing of my mortgage, and to inform you of my need for additional information regarding various charges, credits, debits, transactions, reversals, actions, payments, analyses, and records related to the servicing of my loan from its origination to date. To date, the documents and information you have sent me, and the conversations with your service representatives, have not answered my questions. Because of concerns regarding predatory lending, I am disputing the validity of the current debt you claim I owe, including, without limitation, the principal balance, calculated monthly payment, calculated escrow payment, and any fees claimed to be owed and any trust or entity you may represent or service. To independently validate my debt, I need to conduct a complete accounting of my mortgage loan from its inception through the present. Upon receipt of this letter, please refrain from reporting any negative credit information to any reporting agency until you respond to each of my requests. I also request that you conduct your own audit of my account, since its inception to the present, to validate the debt you currently claim I owe. Please do not rely on previous servicers or originators records, assurances, or indemnity agreements, or otherwise refuse to conduct a full audit of my account.
This is a Qualified Written Request ( QWR ) as defined by the Real Estate Settlement Procedures Act ( RESPA ) for information regarding the mortgage loan as referenced above. In addition, this is also a request made pursuant to Section 404 ( b ) of Public Law 111-22, Section 404 ( b ) for the name, address and telephone number of the holder and owner of the Mortgage Note and for the same information with respect to the Master Servicer of the obligation, as well as Public Law 107-56, 115 Stat. 272 ( U.S.A. P.A.T.R.I.O.T. Act ). Please note that your failure to respond to this request may result in a civil action by me pursuant to Section 1641 ( f ) of Title 15 of the United States Code.
I authorize you to furnish me with the requested information, and any other information regarding the above account and mortgage loan. Based on written information that you have not provided any documentation to the Original wet ink Mortgage Note and it is unclear as to who is the current holder and owner of the original mortgage note. Therefore, it is requested that you resolve this uncertainty and dispute by providing me with the following information. You are required to : Pursuant to the U.S.A. P.A.T.R.I.O.T. Act, provide me the accounting and flow of all money as well as the source of funds related to this loan.
Provide the Committee on Uniform Security Identification Procedures ( CUSIP ) number for the loan application pertaining to this loan ; To insure this, I have authorized an audit of my mortgage by consumer advocates with expertise in mortgage auditing and predatory lending. This audit of my mortgage loan file from the date of my initial contact, application, and the origination of my loan to the present.
As such, please treat this letter as a Qualified Written Request under the Real Estate Settlement Procedures Act, 12 U.S.C. 2605, and Reg. X, 24 CFR 3500.21 of the United States Code. As you likely know, these laws provide substantial penalties and fines for non-compliance or failure to answer my questions provided in this letter within sixty ( 60 ) days of its receipt.
In order to completely and properly conduct the audit of my loan, I need to have full and immediate disclosures, including copies of all pertinent information regarding my loan. The documents requested, and answers to my questions, are needed to insure that my loan : Was originated in lawful compliance with all federal and state laws, regulations including, without limitation, RESPA, TILA, Fair Debt Collection Act, and HOEPA ;.
That any sale or transfer of my loan was conducted in accordance with law and was a true sale of my note ; That the claimed holder in due course of my promissory note and/or deed of trust is holding such note in compliance with all laws and is entitled to the benefits of my payments ; That all appropriate disclosures of terms, costs, commissions, rebates, kickbacks, and other fees were properly disclosed to me at the inception of my loan ; That each servicer and/or sub-servicer of my mortgage has serviced my mortgage in accordance with the terms of my mortgage, promissory note, and/or deed of trust ; That each servicer and sub-servicer of my mortgage has serviced my mortgage in compliance with all laws ; That my mortgage loan has properly been credited, debited, adjusted, amortized, and charged ; That interest and principal have been properly calculated and applied to my loan ; That my principal balance has been properly calculated, amortized, and accounted for ; and That charges, fees, and expenses for which I am not obligated by any agreement, have not been charged, assessed, or collected from my account.
In order to validate my debt and audit my account, I need copies of pertinent documents to be provided to me. I also need answers, in writing, to various servicing questions. For each record in electronic format, please provide a paper copy of all such information. Please send these all of these items to me at my address as soon as possible.
All data, information, notations, text, figures, and information contained in your mortgage servicing and accounting computer systems including, without limitation, Alltel or Fidelity CPI system or any other similar mortgage servicing software used by you, any servicers or sub-servicer of my mortgage account from the inception of my loan to the present.
All descriptions and legends of all codes used in your mortgage servicing and accounting system so that the examiners retained to audit my mortgage account may complete their work.
All assignments, transfers, allonges, or other document evidencing a transfer, sale, or assignment of my mortgage, deed of trust, promissory note, or other document that secures payment of my obligation from the inception of my loan to the present, including any such assignments on Mortgage Electronic Registration System ( MERS ).
All records, electronic or otherwise, of assignments of my mortgage, promissory note, or servicing rights to my mortgage, including any such assignments on MERS.
All modifications to my mortgage, promissory note, or deed of trust from the inception of my loan to the present.
The front and back of each canceled check, money order, draft, debit, or credit notice issued to any servicer of my account for payment of any monthly payment, other payment, escrow charge, fee, or expense on my account.
All escrow analyses conducted on my account from the inception of my loan to the present.
The front and back of each canceled check, draft, debit notice issued for payment of closing costs, fees, and expenses listed on my disclosure statement, including, without limitation, appraisal fees, inspection fees, title searches, title insurance fees, credit life insurance premiums, hazard insurance premiums, commissions, attorney fees, points, and similar fees.
The front and back of each payment, receipt, check, money order, draft, debit, and written evidence of payments made by me or others on my account.
All letters, statements, and documents sent to me by your company.
All letters, statements, and documents sent to me by any affiliate, parent company, agent, sub-servicer, servicer, attorney, or other representative of your company.
All letters, statements, and documents sent to me by previous servicers, sub-servicers, or others, or are otherwise contained in my loan file or in your control or possession or in the control or possession of any affiliate, parent company, agent, sub-servicer, servicer, attorney, or other representative of your company.
All electronic transfers, assignments, sales of my note, mortgage, deed of trust or other security instrument.
All copies of property inspection reports, appraisals, BPOs and reports done on my property.
All invoices for each charge such as inspection fees, BPOs, appraisal fees, attorney fees, insurance, taxes, assessments, or any expense which has been charged to my mortgage account from the inception of my loan to the present.
All checks used to pay invoices for each charged such as inspection fees, BPOs, appraisal fees, attorney fees, insurance, taxes, assessments, or any expense which has been charged to my mortgage account from the inception of my loan to the present.
All agreements, contracts, and understandings with vendors that have been paid for any charge on my account from the inception of my loan to the present.
All loan servicing records, payment payoffs, payoff calculations, ARM audits, interest rate adjustments, payment records, transaction histories, loan histories, accounting records, ledgers, and documents that relate to the accounting of my loan from the inception of my loan to present.
All loan servicing transaction records, ledgers, registers, and similar items detailing how my loan has been serviced from the inception of my loan to present. To further conduct the audit of my account, and to determine all proper amounts due, I also need the following answers to questions concerning the servicing and accounting of my mortgage from its inception to the present. Accordingly, please provide written responses to the following : LOAN ACCOUNTING & SERVIC1NG SYSTEMS Please provide documents I have requested and a detailed answer to each question. Please identify each loan accounting and servicing system used by you and any sub-servicer or previous servicer from the inception of my loan to the present so that my experts can decipher the data provided.
For each loan accounting and servicing system identified by you and any sub-servicer or previous servicer from the inception of my loan to the present, please provide the name and address of the company or party that designed and sold the system.
For each loan accounting and servicing system used by you and any sub-servicer or previous servicer from the inception of my loan to the present, please provide the complete transaction code list for each system so that my experts can adequately audit my account.
DEBITS & CREDITS In a spreadsheet form or in letter form in a columnar format, please detail each credit on my account and the date such credit was posted to my account, as well as the date any credit was received.
In a spreadsheet form or in letter form in a columnar format, please detail each debit on my account and the date debit was posted to my account as well as the date any debit was received.
For each debit or credit listed, please provide the definition for each corresponding transaction code you utilize.
For each transaction code, please provide the master transaction code list used by you or previous servicers.
MORTGAGE & ASSIGNMENTS Has each sale, transfer, or assignment of my mortgage, promissory note, deed of trust, or any other instrument I executed to secure my debt been recorded in the county property records in the county and state in which my property is located from the inception of my loan to the present? If not, why?
Is your company the servicer of my mortgage loan or the holder in due course and beneficial owner of my mortgage, promissory note, and/or deed of trust?
Have any sales, transfers, or assignments of my mortgage, promissory note, deed of trust, or any other instrument I executed to secure my debt been recorded in any electronic fashion such as MERS or other internal or external recording system from the inception of my loan to the present?
If yes, please detail the names of each seller, purchaser, assignor, assignee, or any holder in due course to any right or obligation of any note, mortgage, deed, or security instrument I executed securing the obligation on my account that was not recorded in the county records where my property is located whether they be mortgage servicing rights or the beneficial interest in my principal and interest payments.
ATTORNEY FEES For purposes of my questions below dealing with attorney fees, please consider the terms attorney fees and legal fees to be one in the same.
Have attorney fees ever been assessed, charged, and/or collected to or from my account from the inception of my loan to the present?
If yes, please detail each separate assessment, charge, and collection of attorney fees to or from my account from the inception of my loan to the present and the date of such assessment to my account?
Please provide the name and address of each attorney that has been paid any fees or expenses related to my account from the inception of my loan to the present.
Please identify the provision of any note, mortgage, deed of trust, or any agreement I signed, which authorized the assessment, charge, or collection of attorney fees.
Please detail and list any adjustments in attorney fees assessed, charged, and/or collected, and on what date such activities were made and the reasons for such adjustment.
Has interest been charged on any attorney fee assessed or charged to my account?
Is interest allowed to be assessed or charged on attorney fees charged or assessed to my account?
Please send copies of all invoices and detailed billing statements from any attorney that has billed fees that have been assessed or collected from my account.
SUSPENSE/UNAPPLIED ACCOUNTS ( For purposes of this section please treat the term suspense account and unapplied account as one in the same. ) Has there been any suspense account transactions on my account from the inception of my loan to present? If yes, please explain the reason for each suspense account transaction.
In a spreadsheet or in letter form in a columnar format, please detail each suspense account transaction, both debits and credits, that has occurred on my account from the inception of my loan to the present.
LATE FEES For purposes of my questions below dealing with late fees, please consider the terms late fees and late charges to be one in the same.
Have you reported the collection of late fees on my account as interest in any statement to me or to the IRS?
Has any previous servicer or sub-servicer of my mortgage reported the collection of late fees on my account as interest in any statement to me or to the IRS?
Do you consider the payment of late fees as liquidated damages to you for not receiving my payment on time?
Are late fees considered interest?
Please detail what expenses and damages you or others incurred for any payment I made that was late.
Were any of these expenses or damages charged or assessed to my account in any other way? If yes, please describe what expenses or charges were charged or assessed to my account.
Please identify the provision of any note, mortgage, deed of trust, or any agreement I signed which authorized the assessment or collection of late fees.
Please detail and list any adjustments in late fees assessed, charged, or collected, and on what date such adjustment was made and the reasons for such adjustment.
Has interest been charged on any late fee assessed, charged, or collected to my account?
Is interest allowed to be assessed or charged on late fees charged or assessed to my account? If yes, identify the provision of any document I signed which authorizes same.
Please provide the payment dates you or other previous servicers of my account claim I have made a late payment.
PROPERTY INSPECTIONS ( For purposes of this section property inspection and inspection fee refer to any inspection of my property by any source and any related fee or expense charged, assessed, or collected for such inspection. ) Have any property inspections been conducted on my property from the inception of my loan to the present? ( If no, please skip the rest of these questions in this section concerning property inspections. ) Please list the date of each property inspection.
Please list the price charged for each property inspection.
Please list the name and address of each company or person who conducted each property inspection.
Please explain why property inspections were conducted on my property.
Please explain how property inspections are beneficial to me.
Please explain how property inspections are protective of my property.
Please explain your policy on property inspections.
Do you consider the payment of inspection fees as a cost of collection? If yes, why?
Do you use property inspections to collect debts?
Have you used any portion of the property inspection process to collect a debt or inform me of a debt, payment or obligation I owe? If yes, please answer when and why?
Please identify the provision of any note, mortgage, deed of trust, or any agreement I signed that authorized the assessment or collection of property inspection fees?
Have you labeled in any record or document sent to me a property inspection as a miscellaneous advance? If yes, why?
Have you labeled in any record or document sent to me as a property inspection a legal fee or attorney fee? If yes, why?
Please detail and list any adjustments in inspection fees assessed, charged, and/or collected, on what date such adjustment was made, and the reasons for such adjustment.
Has interest been charged on any inspection fees assessed or charged to my account? If yes, when and how much was charged?
Is interest allowed to be assessed or charged on inspection fees charged or assessed to my account?
Please forward copies of all property inspections made on my property in my mortgage loan file.
Has any fee charged or assessed for property inspections been placed into my escrow account?
BPO FEES Have any Broker Price Opinions ( BPO or BPOs ) been conducted on my property?
If yes, please list the date of each BPO.
Please explain the price of each BPO?
Please explain who conducted each BPO?
Please explain why BPOs were conducted on my property.
Please explain how BPOs are beneficial to me.
Please explain how BPOs are protective of my property.
Please explain your policy on BPOs.
Have any BPO fees been assessed, charged, and/or collected to my account?
Please explain specifically what provision in my note, mortgage, deed of trust, or any agreement I have executed allows you to assess, charge, or collect a BPO fee from me.
Please send copies of all BPO reports that have been done on my property.
Has any fee charged or assessed for a BPO been placed into my escrow account?
FORCED-PLACED INSURANCE Have you placed or ordered any forced-placed insurance policies on my property?
If yes, please list the date of each policy ordered or placed on my property.
Please list the price of each policy?
Please list the agent for each policy?
Please explain why each policy was placed on my property Please explain how such policies are beneficial to me.
Please explain how such policies are protective of my property.
Please explain your policy on such policies.
Have any forced-placed insurance fees been assessed, charged, and/or collected to my mortgage or escrow account?
Please explain specifically what provision in my note, mortgage, deed of trust, or any agreement I have executed allows you to assess, charge, or collect forced-placed insurance fees from me.
Do you have any relationship with the agent or agency that placed any policies on my property? If yes, please describe.
Do you have any relationship with the carrier that issued any policies on my property? If yes, please describe.
Has the agency or carrier you used to place a forced-placed insurance policy on my property provided you any service, computer system, discount on policies, commissions, rebates, or other form of consideration? If yes, please describe.
Do you maintain a blanket insurance policy to protect your properties when customer policies have expired?
Please send copies of all forced-placed insurance policies ordered on my property.
SERVICING RELATED QUESTIONS ( I need the following answers to questions concerning the servicing of my mortgage account for the inception of my mortgage account to the present. ) Did the originator or previous servicer of my loan have any financing agreements or other contracts with your company or an affiliate of your company?
Did the originator or previous servicer of my loan have a warehouse loan agreement or contract with your company?
Did the originator or previous servicer of my loan receive any compensation, fee, commission, payment, rebate, or other consideration from your company or any affiliate of your company for handling, processing, originating, or administering my loan? If yes, please describe and itemize each form of consideration paid to the originator of my loan by your company or any such affiliate.
Please identify where the original promissory note or mortgage I signed is located and how they are being stored and protected.
Please identify its physical address and the name of anyone holding this note as a custodian or trustee, if applicable.
Since the inception of my loan, has there been any assignment of my promissory note or mortgage to any other party? If yes, identify the names and addresses of each and every individual or entity that has received such assignment.
Since the inception of my loan, has there been any sale or assignment of servicing rights to my mortgage loan to any other party? If yes, identify the names and addresses of each and every individual or entity that has received such assignment or sale.
Since the inception of my loan, has any sub-servicer serviced any portion of my mortgage loan? If yes, identify the names and addresses of each individual or entity that has sub-serviced my mortgage loan.
Has my mortgage loan been made a part of any mortgage pool since the inception of my loan? If yes, identify each such loan mortgage pool that my mortgage has been a part of from the inception of my loan to the present?
Has there been any electronic assignment of my mortgage with MERS or any other computer mortgage registry service or computer program? If yes, identify the name and address of each individual and entity that has been assigned the mortgage servicing rights to my loan as well as the beneficial interest to the payments of principal and interest on my loan.
Have there been any investors, as defined in your industry, who have participated in any mortgage-backed security, collateral mortgage obligation, or other mortgage security instrument that my mortgage loan has ever been a part of from the inception of my mortgage to the present? If yes, identify the name and address of each individual or entity.
Please identify the parties and their addresses to all sales contracts, servicing agreements, assignments, alonges, transfers, indemnification agreements, recourse agreements, and any agreement related to my loan from its inception to the present.
Please provide copies of all sales contracts, servicing agreements, assignments, alonges, transfers, indemnification agreements, recourse agreements, and any agreement related to my loan from its inception to the present.
If part of a mortgage pool, what was the principal balance used by you to determine payment for my mortgage.
If part of a mortgage pool, what was the percentage paid by you of the principal balance above used to determine purchase of my mortgage?
Who did you issue a check or payment to for my mortgage? Please provide a copy of the front and back of canceled checks.
Did any investor approve the foreclosure of my property? If so, identify all investors who approved the foreclosure.
Please provide documents I have requested and a detailed answer to each question within the time frame required by law. Upon receipt of your response, an audit will be conducted that may lead to a further request under an additional Qualified Written Request letter.
In the event a complete response is not received within the lawful time frame, it is my intention to send copies of this to the FTC, HUD, and all other relevant state and federal regulators.
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04/01/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
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In XXXX of XXXX, I had entered into forbearance with my mortgage servicer at the time, XXXX XXXX XXXX Around the last week of XX/XX/XXXX, about 5 weeks before the forbearance expired, I received a packet from XXXX XXXX XXXX with a Loan Modification offer. Upon reviewing the packet, I noticed that the documentation stated that only I sign, being divorced and only my name on the Deed to the property. My concern was that my ex-wife was listed on the page that needed to be notarized. After several conversations with XXXX XXXX XXXX about the matter, I was told to just sign the documents myself and have the notary ignore my ex-wifes signature line and send in the paperwork with marriage certificate, divorce decree, and the Quit Claim Deed. As shown in document # 1, I was required to mail this in by XX/XX/XXXX. As shown in Document # 2, my receipt shows the documents were sent XX/XX/XXXX next day service and tracking shows it was signed for on the morning of XX/XX/XXXX. The only thing that was left was the modification agreement stated that I had to make the new payment amount of {$1100.00} by XX/XX/XXXX for XXXX payment. So I scheduled the payment for XX/XX/XXXX. On around XX/XX/XXXX I learned that XXXXXXXX XXXX XXXX was transferring my loan to Mr. Cooper with an effective date of XX/XX/XXXX. On XX/XX/XXXX, I received a new packet from XXXX XXXX XXXX with new loan modification documents. These documents were of the identical in scope and terms, however it appears they decided they wanted me to resign them with having listed only my name on the notary page ( they removed my ex-wife from the notary page ). The due date for these documents was XX/XX/XXXX as can be seen in uploaded document # 3. I signed the updated modification and mailed next day service on XX/XX/XXXX as can be seen in document # 4. On XX/XX/XXXX, I received from XXXX XXXX XXXX XXXXhe final modification paperwork, and a modification complete letter which I have attached as document # 5. I considered the process complete as I had done everything I needed to and was told to do and received verification my modification was complete. So from what I could tell, I was 100 % done with this matter.
On XX/XX/XXXX or so, I received my welcome packet for Mr. Cooper. On XX/XX/XXXX I received a Forbearance Has Expired notice from Mr. Cooper. I already knew this and knew I had taken care of a loan modification so I ignored this. Near the end XXXX I received my first statement from Mr. Cooper indicating that I owed {XXXX} and listing the old payment amount due for XXXX, my monthly amount prior to modification. The statement also indicated that they took the unapplied funds that were transferred from XXXX XXXX XXXX and applied it to my XXXX payment! As noted above, I made the XXXX payment on XX/XX/XXXX to XXXX XXXX XXXX. On XX/XX/XXXX at XXXX, I called XXXX XXXX who is listed as my Dedicated Loan Specialist on my Mr. Cooper documentation. Though when you call the number listed as her number, you usually get a random person. I spent 48 minutes on the phone with XXXX going over everything on my account. I went over with her that I had completed a loan modification with XXXX XXXX XXXX the terms of the modification, as well as that I had made XXXX payment to XXXX XXXX XXXX. She verified that there was loan modification documentation sent over and that told me that it will take about 60 days for them to process everything and to reflect on my account. I told her that I am trying to make my XXXX payment on their website, but that it says it can not accept payments from me at this time. She told me not to make any payments until they go through my loan modification and adjust my account. I was not ok with that, my mortgage has always been paid on time and I told her that I would just send it to XXXX XXXX XXXX then if she couldnt make it to where I could make the payment. That is exactly what I did. Why are they allowed to refuse payment in the first place? As of this day, I am still not allowed to make a payment on their website, so I have to use my banks Bill Pay to make my payments. I then brought up about my XXXX payment, in which she stated I never paid. I explained to her that I did pay it and that she needed to tell me what happened to that payment since I no longer had access to XXXX XXXX XXXX. She said, she found that XXXX XXXX XXXX applied my payment in addition to some unapplied funds to XXXX XXXX payment ( the first month of forbearance. ) I told her that doesnt work and it needs to be corrected, but that I understand that may be difficult to do until Mr. Cooper straightened out my account with the modification. So, the conversation basically came down to wait 60 days and itll all be good. I received a follow-up call the following week checking in and reiterating that it will take up to 60 days. I received weekly or bi weekly calls for the most part through the beginning part of XXXX basically telling me nothing new that we were still waiting for the paperwork to be completed. On the last call, I advised the caller that I could now see when I log in online that it appears Mr. Cooper was processing the modification. This was the last check in I received.
Between the beginning of XXXX and the XX/XX/XXXX, my online account went from processing a modification to disappearing, and then starting all over again. I have seen this happen online at least 4 or 5 times since the beginning of XXXX.
On XX/XX/XXXX or so I noticed when I logged in online that my account stated on the front page my mortgage modification had been denied without stating anything further. The following day I called and spoke to a representative about the issue. I had asked why its saying my modification was denied when it was 100 % completed with XXXX XXXX XXXX. She had stated that it appeared that it was because the other person ( my ex-wife ) didnt sign the notary page. I explained to her that she was not required to sign per the contract being that we had been divorced and there was a quit claim deed processed many years ago and the documentation states only my signature is required. I informed her that all the pertinent information regarding my divorce and quit claim were provided to XXXX XXXX XXXX and asked if they had all that information. She had attempted several times to justify Mr. Coopers position by saying that it doesnt work that way and that my ex-wife is required to sign the paperwork as well ; that the mortgage holder doesnt allow that. She also told me that my paperwork was not submitted on time, and once again I explained that XXXX XXXX XXXX had sent me a new set of documents with only my name on the notary page after receiving my original paperwork. She was not listening or researching my claims at all and just kept reiterating that its not legal to have only my signature on the paperwork. The call was then escalated to XXXX ( unknown last name ). Basically this conversation went the same way with me being told the same things. But I was also told that I didnt pay the XXXX payment. I told her that I did in fact pay the XXXX payment in full but that Mr. Cooper had put those funds in unapplied funds being that my modified payment is less than what they have as required monthly payment. That seemed to go just as well as everything else with it being insisted that I didnt pay XXXX. The conversation ended with that she was going to have my paperwork reviewed and she would update me weekly. This conversation lasted an hour and 10 minutes. The notice of modification withdraw is attached as Document # 6, which I received a day or two later. I received weekly updates for the next 3 weeks delivering no new information except that we were still waiting for review. I would like to add that as of this date, this loan modification withdrawal was the first correspondence regarding my mortgage modification that I had ever received. I never received anything requesting information, any documents needing to be corrected, nothing. I had never even received anything in writing acknowledging they had my modification or were working on it or anything. My understanding is Mr. Cooper is expected to review and complete my modification review within 30 days of transfer and notify me of such. This never happened.
On XX/XX/XXXX or so I noticed when I logged in that my home page told me that my modification was approved. However, when I pulled up the correspondence letter, I realized Mr. Cooper had initiated and sent out paperwork for an entirely new and different terms modification for me to complete. I was not happy, instead of reviewing my paperwork already completed, submitted, and finalized, they wrote up an entirely new modification with less favorable terms ( this modification included a partial claim, whereas my original didnt. This was something I find favorable, I didnt want a lien. ) On XX/XX/XXXX, I received a call from a representative I havent talked to before. This is the first call I have ever received from someone that wasnt due to my initiation. She said she was calling because she heard I had some issues with the loan modification. So, once again I repeated my concerns regarding the already completed modification, being sent an entirely different and new modification, not being given a straight answer on what is wrong with my completed modification for 5 months, and the incorrect and misleading information I have been told throughout the entire time working with Mr. Cooper. She told me she reviewed all the documentation XXXX XXXX XXXXXXXX sent over and she also tried to say that my ex-wife was required to sign the paperwork, and that the paperwork was turned in late, that my notary didnt properly stamp the document ( she said only half the stamp was present, which document # 5 uploaded clearly shows a proper stamping, this was the first I had heard of this issue ). I told her I have documentation with proper stamps and if hers doesnt show that its an error on XXXX XXXX XXXX scanning of the document and she should contact them. I told her that the documentation does in fact only require my signature and asked her if she read the modification agreement in full that I had signed. Her response was Well, no. There a whole lot of words in there, I havent read it all. I couldnt believe she called telling me she reviewed the documentation, and didnt even read it but thought she was going to explain away the documents. I told her that if she read the documentation, that she would see that I was in fact correct. She was fairly upset and irritated that I would not accept what she was telling me. The conversation ended with her telling me she was going to read all the documentation XXXX XXXX XXXXXXXX sent over and will call me back. I never heard from her again. The call lasted 9 minutes.
I received the new loan modification paperwork on XX/XX/XXXX. I have attached this as Document # 7. Please note section 4a in the Document that states my ex does not sign the paperwork. A similar statement which was included in the original XXXX XXXX XXXX modification agreement ( Document # 5 Section 4B. ) Note that in the Notice of Withdrawal ( Document # 6 ), my ex-wife not signing the modification, and documents not returned on time ( which is proven otherwise in Document # 2 & # 4 ) was the entire reason Mr. Cooper says it isnt valid. I also want to point out that there is no listed way to appeal this decision or anything. That doesnt seem right.
On XX/XX/XXXX, I received a call from XXXX XXXX. It was clear from the beginning of this conversation that its only intention was to shut me down. Upon bringing up everything I have pointed out since XX/XX/XXXX and repeating it all over ( because it doesnt appear that anyone knows what my issues are, I seem to have to repeat these every time a new person calls ). I was basically told that the reason my modification was rejected was because XXXX XXXXXXXX XXXX didnt reconcile my account to a XXXX balance owed before it was transferred. So it is all XXXX XXXX XXXX fault and also because my ex-wife didnt sign the paperwork. However, XXXX XXXX told me to submit my divorce decree and quit claim with my new modification paperwork and only my signature will need to be on it. But thats why my completed modification was denied, strange. Upon refuting the claims, I was basically given a hard this is how it is and nothing is going to change. XXXX XXXX attempted to place blame on me for not taking care of this sooner and for being behind in my mortgage. He tried to insist that Mr. Cooper did everything they should and its not their problem or fault. He also threatened, Well if I were you I would sign those documents as soon as possible. Your already over 120 days past due now and you know, a house is a large asset you dont want to loose. This is pretty much how he ended the conversation, and I ended it by stating that I cant sign the paperwork without investigating the lawfulness of their claims that what was already completed isnt valid.
In conclusion, it is apparent that I did my due diligence in working with and being patient with Mr. Cooper. The fact that I had to spend countless hours and days attempting to get information and to try and correct the faults of Mr. Coopers processes and procedures to end up here writing this dispute and gathering information for 3 days is absurd. The lies I was given, misleading me, not addressing issues or concerns I bring to their attention, and consistently having no answers to my questions or problems for almost 5 months is unacceptable. And then to be told all the work I had done was for nothing and I have to start over again? Mr. Cooper has never even asked for any documentation they are missing either. Mr. Cooper never handled or notified my regarding receipt, review, or that they have 30 days to complete the review of my modification with XXXX XXXX XXXXXXXX. I have made my required modified payments every month since my modification agreement on these dates : XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX. These payments have all been misapplied. I have repeatedly brought up the XX/XX/XXXX payment to multiple people and the error that has occurred with that payment from my first contact with Mr. Cooper and no one has done anything about it. I have attached an escrow review ( Document # 8 ) completed a few days after Mr. Cooper sent me modification paperwork. This document states that my new escrow payment will be {XXXX}. However the modification paperwork they sent just a day beforehand says my new escrow payment will be {XXXX}. So which is it? How am I supposed to make sense or trust what Mr. Cooper sends me, tells me, or what they tell me is right or wrong? I have never had issues with my mortgage servicer prior to Mr. Cooper. And now that this loan was transferred beyond the control of me, everything seems to be an issue and nothing seems to ever get fixed. I was led to believe that my modification was complete and good to go by Mr. Coopers actions and inactions for 5 months. I paid according to this modification for 5 months with the understanding that is what I needed to do.
I feel Mr. Cooper has failed to abide by the following areas of Chapter X as well as the below referenced areas in the Case of CFPB XXXX Nationstar XXXX Mr. Cooper at minimum.
XXXX XXXX Failing to identify service transferred loans in existing trial modifications or transferred loans in the middle of the modification process, resulting in borrowers receiving permanent loan modifications only after unwarranted delays or being wrongfully denied for permanent modifications ; This is obvious, Mr. Cooper failed to identify and properly process information regarding my loan modification that was completed with XXXX XXXX XXXX. Caused unnecessary delays and then wrongfully denied my permanent modification 5 month later.
Implement policies and procedures designed to comply with the requirement in section 1024.38 of Regulation X to have policies and procedures reasonably designed to facilitate transfers of information during servicing transfers ; The transfers of information is still an issue here. Had Mr. Cooper done their due diligence and ensured they had all the proper documentation ; especially after me repeatedly questioning if they have certain documents associated with the modification and giving them information of documents I had submitted to XXXX XXXX XXXX and they failed to retrieve. Also, I believe Mr. Cooper is supposed to obtain missing documents submitted to the prior lender and not require the borrower to resubmit them. Mr. Cooper is asking me to resubmit divorce, marriage, and quit claim documents already provided to XXXX XXXX XXXXXXXX and have been consistently told this.
61. In numerous instances, Defendants actions caused or were likely to cause substantial injury to borrowers. These borrowers were negatively impacted by Defendants transfer-process failures, which, among other things, caused significant delays in converting trial modifications to permanent ones. Delays in converting the modifications from trial to permanent resulted in prolonged delinquency, and related additional interest payments and fees to borrowers, as well as added emotional stress.
While we arent talking about a trial to permanent modification here, I think this issue is still very valid in my situation and appears to still be problematic for Mr. Cooper to cure even over a year later. Oh, but wait. It was longer than that because Mr. Cooper had plenty of opportunity prior to the settlement of this case to cure.
62. Borrowers could not reasonably avoid the injuries they suffered. Borrowers could reasonably expect that the agreements they entered into with their prior servicers would be honored by any subsequent servicer. They would have had no indication that Defendant would fail to perform as required under their modification agreements. And, in any event, borrowers lacked the ability to select another mortgage servicer.
I feel this is a big deal. It was my understanding that my modification was complete and there was nothing more that I needed to do for it. I spent 5 months being told I was just waiting for Mr. Cooper to process my paperwork. I spent 5 months believing that the payments I was making were required and of the proper amount.
12 CFR 1024.41 ( k ) ( 3 ) Complete loss mitigation applications pending at transfer. If a transferee servicer acquires the servicing of a mortgage loan for which a complete loss mitigation application is pending as of the transfer date, the transferee servicer must comply with the applicable requirements of paragraphs ( c ) ( 1 ) and ( 4 ) of this section within 30 days of the transfer date.
Mr. Cooper failed to meet their requirements within 30 days of the transfer date.
12 CFR 1024.41 ( k ) ( 5 ) Pending loss mitigation offers. A transfer does not affect a borrower 's ability to accept or reject a loss mitigation option offered under paragraph ( c ) or ( h ) of this section. If a transferee servicer acquires the servicing of a mortgage loan for which the borrower 's time period under paragraph ( e ) or ( h ) of this section for accepting or rejecting a loss mitigation option offered by the transferor servicer has not expired as of the transfer date, the transferee servicer must allow the borrower to accept or reject the offer during the unexpired balance of the applicable time period.
My documentation was signed prior to the transfer date and the due date was XX/XX/XXXX. Though technically I feel that the I accepted the loss mitigation offer on XX/XX/XXXX when I signed the original paperwork. The fact that XXXX XXXX XXXX wanted to remove my ex-wife from the Notary page and have me resign it is beyond my control. Either way, I was clearly within the specified time period.
12 CFR 1024.38 ( b ) ( 1 ) ( ii ) Investigate, respond to, and, as appropriate, make corrections in response to complaints asserted by a borrower ; All my complaints and concerns have been flat out passed on, passed up, or flatly ignored and never investigated by Mr. Cooper.
12 CFR 1024.38 ( b ) ( 2 ) ( iii ) Provide prompt access to all documents and information submitted by a borrower in connection with a loss mitigation option to servicer personnel that are assigned to assist the borrower pursuant to 1024.40 ; Its obvious that while people may have had access to documentation, they didnt know what they were looking at, or looking for, or even able to tell me if everything they should have was there. I had asked multiple people multiple times to ensure that Mr. Cooper had things such as my divorce decree, quit claim deed, the second set of documents I signed with XXXX XXXX XXXX. Nobody could answer these questions. And none were ever able to tell current status or information on what was going on with my modification.
12 CFR 1024.38 ( b ) ( 3 ) ( iii ) Facilitate the sharing of accurate and current information regarding the status of any evaluation of a borrower 's loss mitigation application and the status of any foreclosure proceeding among appropriate servicer personnel, including any personnel assigned to a borrower 's mortgage loan account as described in 1024.40, and appropriate service provider personnel, including service provider personnel responsible for handling foreclosure proceedings.
This is fairly close to ( b ) ( 2 ) ( iii ) so we will stick with the same reasoning.
12 CFR 1024.38 ( b ) ( 4 ) ( ii ) As a transferee servicer, identify necessary documents or information that may not have been transferred by a transferor servicer and obtain such documents from the transferor servicer.
This is a huge one. Obviously Mr. Cooper was missing something or didnt have knowledge of something that XXXX XXXX XXXXXXXX has that was needed to ensure my paperwork was complete. Despite the fact that I had repeatedly brought this to their attention that certain things XXXX XXXX XXXX has that I felt Mr. Cooper must be missing.
12 CFR 1024.40 ( b ) ( 1 ) ( iii ) The status of any loss mitigation application that the borrower has submitted to the servicer ; This was a huge fail. Nobody could give me the status at any point. This is very frustrating. Every person seemed to tell me different things, different reasons, and never seemed to have any status of anything to give to me.
12 CFR 1024.40 ( b ) ( 2 ) ( ii ) All written information the borrower has provided to the servicer, and if applicable, to prior servicers, in connection with a loss mitigation application ; Obviously they were not able to retrieve all information and didnt attempt to make sure they could. And again, it doesnt appear they know how and how to interpret what they are looking at to be of any help.
12 CFR 1024.40 ( b ) ( 4 ) Provide a delinquent borrower with information about the procedures for submitting a notice of error pursuant to 1024.35 or an information request pursuant to 1024.36.
Out of all the people I talked to, out of all the problems I brought up, and the concerns I brought to everyones attention. Never was I informed of these procedures. I would have used them had I known. I did however learn about them through needing to write this dispute.
Attached Documents : Document # 1 : XXXX XXXX XXXX Document showing the Date the Modification offer ( the first signing ) must be sent in.
Document # 2 : XXXX receipt for 1st set of XXXX XXXX XXXXXXXX Modification documents being sent.
Document # 3 : XXXX XXXXXXXX XXXX Document showing the Date the Modification offer ( the second signing ) must be sent in.
Document # 4 : XXXX receipt for 2nd set of XXXX XXXX XXXX Modification documents being sent.
Document # 5 : Finalized Loan Modification paperwork with XXXX XXXX XXXX Document # 6 : Notice of Withdrawal of Modification Document # 7 : Mr. Cooper Modification offer Document # 8 : Escrow Adjustment
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02/24/2019 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
Greetings, Well, after 3 mouths the facts have not been answered on this matter. I have sent Nation Star Mortgage documents of all facts on this issue. The fact that you have not rebutted proof of claim point by point. I will now inform you I'm of the age of Majority, of sound mind and competent to testify. The fact of the matter is I signed a promissory note for value and Nation star Mortgage has accepted the note as Legal Tender. All Promissory notes are a tender of payment of a obligation to pay an instrument is made to a person entitled to enforce the instrument, the effect of tender is governed by principles of law applicable to tender of payment under a simple contract. The promissory note under Title 7 CODE OF FEDERAL REGULATIONS 1951.15- Return of paid-in-full or satisfied notes to borrower. The notes will be returned to the borrower after the payment in full or execute an appropriate affidavit regarding the lost notes. I have requesting a affidavit of truth requesting that you produce my wet ink note which has been dis-honored. Code of federal regulations 1901.503 Definitions. ( 1 ) - ( 19 ) insurance of notes and 1901.508 Servicing of insured notes outstanding with investors. The holder will endorse the insured note as follows : " Pay to the order of the United States of America. Without recourse ''. As the facts I have stated in our contract # XXXX Conditional Acceptance for the Value/Agreement/ Counter Offer to Acceptance of Offer. The Obligation 's of public debt of the United States of America is discharged though the banks. Nation star Mortgage Services has refused to answer my questions with detailed specific answers, we will presume that there is a concealment of material of facts and that the promissory note has been altered and stolen and that I provided the money that Nation star Mortgage claims have lent to me. If you claim that there is an agreement and a loan, then you must stop concealing material facts, answer my questions, and tell me if the promissory note was recorded as a loan from me to Nation Star or the Promissory note was stolen. According to my records, the promissory note was stolen or recorded as a loan from me to Nation Star and that Nation Star never paid one cent as adequate consideration to purchase the promissory note from me creating the economics similar to stealing, counterfeiting and swindling. I am now demanding that you either stop concealing material facts and answer my questions if you claim that there is an agreement or that you return the stolen promissory note. If you claim that the promissory note was a loan from me to Nation Star Mortgage, I demand that you immediately repay the loan by returning the promissory note and stop the damage to me. I am hereby offering to discharge the alleged debt provided that you give specific answers to my questions regarding the alleged debt and I will payoff or discharged the alleged debt using the same specie of funds or money or money equivalent that Nation Star Mortgage used to fund the alleged loan or similar instrument thus ending all liens and interests. One of the requirements of a negotiable instrument is that the instrument must be payable for a fixed amount of money. My question is, from your point of view according to your understanding of the agreement, is money deposited recorded as a bank asset or as a bank liability? Please list all forms of money or negotiable instruments you and Nation Star Mortgage are involved in, issuing the alleged loan, use as or like or as a substitute as money or credit used to fund checks or bank drafts. Specifically, did you or Nation Star Mortgage use my promissory as a bank asset which was offset by a bank liability? Specifically was my promissory note used to fund a check or bank draft? If my promissory note was used to fund a check, then I provided the money to fund the so called loan and you never lent me one cent of your money to purchase the note from me. Therefore, the economics are similar to stealing, counterfeiting and swindling against me, which I never agreed to and which is not part of the agreement. According to me if you used my promissory note to fund a check, you stole my promissory note or you recorded it as a loan from me to you and you still owe me money that you never lent me. Stealing changed the cost and the risk of the transaction. I want to know specifically did you intend to create the economics similar to stealing my promissory note as part of the agreement? Please answer yes or no. If you refuse to tell me, then we have fraud in the factum, which makes you no longer the holder in due course. No title passes with a theft. Since the promissory note is forged, and no good title passes with a forged document, you are not the holder. I demand that the stolen forged promissory note now be returned or you answer all of my questions in this notice and previous notices explaining the terms and conditions of the alleged agreement concerning the economics similar to stealing, counterfeiting and swindling. To be a holder in due course you must perform the following 3 deeds : 1. Purchase the promissory note from me. 2. Take the promissory note in good faith using honesty, absence of malice and the absence of design to defraud or seek an unconscionable advantage ( See XXXX XXXX XXXX for good faith ) and 3. Have no notice of any defenses against payment of other claims on the promissory note. Nation Star Mortgage agreed to the following general terms and conditions of the loan agreement : 1. Nation Star Mortgage must use their money or credit as adequate consideration to purchase the agreement from me to repay the loan. 2. Nation Star Mortgage involved in the alleged loan did not accept anything of value from me that would be used to fund a check or similar instrument in approximately the amount of the alleged loan. 3. Nation Star Mortgage must follow Generally accepted accounting principles as required by CPA audit opinions. 4. The intent of the agreement is the party who funded the loan is to be repaid the money. 5. All material facts are to be disclosed in the writing agreement.6. The holder must repay the loan in the same specie of money or credit or thing of value the financial institution involved in the loan used to fund the loan check or similar instrument, thus ending all interest and liens. 7. The loan transaction does not create the economics similar to stealing, counterfeiting and swindling. The agreement that I entered into has the above seven elements in it. According to the bookkeeping entries, Nation Star Mortgage breached all seven basic elements of the agreement and Nation Star Mortgage and then concealed material facts of the agreement. I am demanding adequate assurance of due performance that the above seven elements are part of the loan agreement or I demand that the Nation Star Mortgage return a XXXX loan balance.
The question is Why you Can not produce the promissory note? Answer is because they are a bill of exchange, legal tender and used to discharge public debt. NOTICE OF MEMORANDUM OF LAW POINTS AND AUTHORITIES IN SUPPORT OF INTERNATIONAL BILL OF EXCHANGE Points and Authorities in Support of International Bills of Exchange or International Promissory Note Those who constitute an association nationwide of private, unincorporated persons engaged in the business of banking to issue notes against these obligations of the United States due them ; whose private property is at risk to collateralize the governments debt and currency, by legal definitions, a national banking association ; such notes, issued against these obligations of the United States to that part of the public debt due its Principals and Sureties are required by law to be accepted as legal tender of payment for all debts public and private, and are defined in law as obligations of the United States, on the same par and category with Federal reserve notes and other currency and legal tender obligations. RE : Item tendered for Discharge of Debt. TENDER OF DEBT BY THE PEOPLE i.e. the SURETY IS AN OBLIGATION OF THE U.S. TREASURY ( The instrument tendered to whomever, and negotiated to the United States Treasury for settlement, is an Obligation of THE UNITED STATES, under Title 18USC Sect.8, representing, as the definition provides, a certificate of indebtedness .drawn upon an authorized officer of the United States , ( in this instance the Secretary of the Treasury ) issued under an Act of Congress ( see : public law 73-10, HJR-192 of 1933, Title 31 USC 3123 and 31 USC 5103 ) and by treaty ( see : UNITED NATIONS CONVENTION ON INTERNATIONAL BILLS OF EXCHANGE AND INTERNATIONAL PROMISSORY NOTES ( UNCITRAL ) and the Universal Postal Union headquartered in XXXX, XXXX ) . TITLE 18 & gt ; PART I & gt ; CHAPTER 1 & gt ; Sec. 1. & gt ; Sec. 8. Sec. 8. Obligation or other security of the United States defined The term obligation or other security of the United States includes all bonds, certificates of indebtedness, national bank currency, Federal Reserve notes, Federal Reserve bank notes, coupons, United States notes, Treasury notes, gold certificates, silver certificates, fractional notes, certificates of deposit, bills, checks, or drafts for money, drawn by or upon authorized officers of the United States, stamps and other representatives of value, of whatever denomination, issued under any Act of Congress, and canceled United States stamps. The International Bill of Exchange is legal tender as a national bank note, or note of a National Banking Association, by legal and/or statutory definition ( UCC 4-105, 12CFR Sec. 229.2, 210.2, 12 USC 1813 ), issued under Authority of the United States Code 31 USC 392, 5103, which officially defines this as a statutory legal tender and is issued in accordance with 31 USC 3123 and HJR 192 ( 1933 ) which establish and provide for its issuance as Public Policy in remedy for discharge of equity interest recovery on that portion of the public debt to its Principals and Sureties bearing the Obligations of THE UNITED STATES. This is a statutory remedy for equity interest recovery due the principles and sureties of the United States for discharge of lawful debts in commerce in conjunction with US obligations to that portion of the public debt it is intended to reduce. During the financial crisis of the depression in XXXX, gold, silver and real money were removed as a foundation for our financial system. In its place the substance of the American citizenry : their real property, wealth, assets and productivity that belongs to them was, in effect, pledged by the government and placed at risk as the collateral for US debt, credit and currency for commerce to function. This is well documented in the actions of Congress and the President at that time and in the Congressional debates that preceded the adoption of the reorganizational measures : Senate Document No. 43, 73rd Congress, 1st Session, stated, Under the new law the money is issued to the banks in return for Government obligations, bills of exchange, drafts, notes, trade acceptances, and bankers acceptances. The money will be worth XXXX cents on the debt because it is backed by the credit of the nation. It will represent a mortgage on all the homes and other property of all the people in the Nation. ( Which lawfully belongs to these private citizens. ) The National Debt is defined as mortgages on the wealth and income of the people of a country. ( XXXX XXXX, XXXX. ) Their wealth, their income. The reorganization is evidenced by : The Emergency Banking Act, XX/XX/XXXX, House Joint Resolution 192, XX/XX/XXXX XXXX public law 73-10 ) And the series of Executive Orders that surrounded them : 6073- Reopening of Banks. Embargo on Gold Payments and Exports, and Limitations on Foreign Exchange Transactions. XX/XX/XXXX 6111-Transactions in foreign exchange are permitted under Governmental Supervision. XX/XX/XXXX XXXX Forbidding the hoarding of gold coin, gold bullion and gold certificates. XX/XX/XXXX On XX/XX/XXXX, Congress had passed An Act to provide for the establishment of Federal reserve banks, to furnish an elastic currency, to afford a means of rediscounting commercial paper, to establish a more effective supervision of banking in the United States, and for other purposes. The Act is commonly known as the Federal Reserve Act. One of the purposes for enacting the Federal Reserve Act was : ( 3 ) to authorize hypothecation of obligations including United States bonds or other securities which Federal reserve Banks are authorized to hold under Section 14 ( a ) ; 12 USC ; ch. 6, 38 Stat. 251 Sect 14 ( a ) The term hypothecation as stated in Section 14 ( a ) of the Act is defined : 1. Banking. Offer of stocks, bonds, or other assets owned by a party other than the borrower as collateral for a loan, without transferring title. If the borrower turns the property over to the lender who holds it for safekeeping, the action is referred to as a pledge. If the borrower retains possession, but gives the lender the right to sell the property in event of default, it is a true hypothecation. 2. Securities. The pledging of negotiable securities to collateralize a brokers margin loan. The broker pledges the same securities to a bank as collateral for a brokers loan, the process is referred to as re-hypothecation. [ XXXX XXXX XXXX XXXX, XXXX, pg. 228 ( XXXX ) ] As seen from the definitions, in hypothecation there is equitable risk to the actual owner. Section 16 of the current Federal Reserve Act, which is codified at 12 USC 411, declares that Federal Reserve Notes are obligations of the United States. So we see the full faith and credit of the United States, which is the substance of the American citizenry, their real property, wealth, assets and productivity that belongs to them, is thereby hypothecated and re-hypothecated by the United States to its obligations as well as to the Federal Reserve for the issuance and backing of Federal Reserve Notes, as legal tender, for all taxes, customs, and other public dues. TITLE 12 & gt ; CHAPTER 3 & gt ; SUBCHAPTER XII & gt ; Sec. 411. Sec. 411. Issuance to reserve banks ; nature of obligation ; redemption Federal Reserve notes, to be issued at the discretion of the Board of Governors of the Federal Reserve System for the purpose of making advances to Federal reserve banks through the Federal reserve agents as hereinafter set forth and for no other purpose, are authorized. The said notes shall be obligations of the United States and shall be receivable by all national and member banks and Federal reserve banks and for all taxes, customs, and other public dues. The commerce and credit of the nation continues on today under financial reorganization ( Bankruptcy ) as it has since XXXX, still backed by the assets and wealth of the American citizenry, at risk for the governments obligations and currency. Under the 14th amendment and numerous Supreme Court precedents, as well as in equity, Private property can not be taken or pledged for public use without just compensation, or due process of law.
I have signed the promissory note for value and they were accepted by Nation Star Mortgage as legal tender. I have also mailed XXXX/Nation Star Mortgage a Tender of payment Offering under the Federal Emergency Relief Act of XXXX. AN ACT To provide for cooperation by the Federal Government with the several States and Territories and the District of Columbia in relieving the hardship and suffering caused by ( Sec. 4. ( a ) ) Out of the funds to provide the necessities of life to persons in need as a result of the present emergency, and/or to their dependents, whether resident, transient, or homeless. - The Federal Emergency Relief Act of XXXX Approved, XX/XX/XXXX ( Sec. 4. ( a ) ) " The ownership of all property is in the state by virtue of the government " Under the new law government obligations, bills of exchange, drafts, notes, trade acceptances, and bankers acceptances, because it is backed by the credit of the nation. It will represent a mortgage on all the homes, and other property of all the people of the nation. '' Senate Document No. 43, 73rd Congress, 1st Session, Congressional Record, XX/XX/XXXX on HR 1491 p. 83. The said notes shall be obligations of the United States and shall be receivable by all national and member banks and Federal reserve banks and for all, and other public dues. They shall be redeemed at the Treasury Department of the United States, in the city of Washington, District of Columbia, or at any Federal Reserve bank. 12 U.S. Code 411 - Issuance to reserve banks ; nature of obligation ; redemption ( XXXX XXXX, XXXX, ch. 6, 16 ( par. ), 38 Stat. 265 ; XXXX XXXX, XXXX, ch. 6, 2 ( b ) ( 1 ), 48 Stat. 337 ; XXXX XXXX, XXXX, ch. 614, title II, 203 ( a ), 49 Stat. 704. ) You are hereby notified that I do hereby tender payment for the above referenced obligation of debt, and because this debt concerns property of the United States it is deemed by law and operation of statute to be a government obligations and must be handled in accord with the dictates of statute. I accept the obligation on behalf of the United States of America and hereby make assignment of the obligation to the United States Treasury Department on behalf of the United States of America as authorized by statute. You are to present the item ( remittance coupon ) to the United States Treasury Department or at any Federal Reserve bank to include any Federal Reserve member banks to redeem the value of the obligation. As per the terms of the contract this shall serve as my notice of change in terms of contract, cancelling and or suspending any acceleration penalties and paying the US government debt obligation for value through acceptance pledging an assignment in full. I have giving you instructions on my tender of payment. Nation Star Mortgage Kept the original GOVERNMENT OBLIGATIONs REMITTANCE COUPON. Which means that we are in a agreement that the debt is discharged. You have accepted the tender of payment. INTENTIONS : The above United States government obligations is hereby accepted and acknowledged and I do assign and pledge the total value of the obligation to the United States of America through the United States Department of the Treasury to be redeemed for value and receivable at the Federal Reserve, the Federal Reserve Bank, and/or any member bank and/or national Association as prescribed by statute ( the act of XX/XX/XXXX ; the act of XX/XX/XXXX ; 12 USC 411 ; 18 USC 8 ; and the intentions of the United States Congress concerning THE CURRENT SERIOUS NATIONAL EMERGENCY ). Discharging of Government Obligations Acct # XXXX Beneficial Interest Holder and Citizen of the United States of America " Since XX/XX/XXXX, the United States has been in A STATE OF DECLARED NATIONAL EMERGENCY. '' Senate Report 93-549, XX/XX/XXXX ; Public Law 94-112 - XX/XX/XXXX 7 CFR 1901.508 Servicing of insured notes outstanding with investors. ( i ) endorse the insured note as follows : Pay to the order of .. Without recourse. The holder will then deliver the endorsed note, to the Director, Finance Office. ( ii ) On receipt of the endorsed note the Director, Finance Office, will acknowledge receipt of the note and process payment to the assignor of the par value of the note as of the date of the Treasury check. The United States can not pledge or risk the property and wealth of its private citizens, for any government purpose, without legally providing them remedy to recover what is due them on their risk. This principle is so well established in English common law and in the history of American jurisprudence. The 14th amendment provides : no person shall be deprived ofproperty without due process of law. The Courts have long ruled to have ones property legally held as collateral or surety for a debt, even when he still owns it and still has it, is to deprive him of it since it is at risk and could be lost for the debt at any time. The United States Supreme Court said, in United States v. XXXX [ 13 Wall, 623, 627 ], Private property, the Constitution provides, shall not be taken for public use without just compensation. The right of subrogation is not founded on contract. It is a creature of equity ; is enforced solely for the purpose of accomplishing the ends of substantial justice ; and is independent of any contractual relations between the parties. XXXX XXXX XXXX XXXX XXXX XXXX v. XXXX, 120 U.S. 287, 301-302 ( XXXX ). The rights of a surety to recovery on his risk or loss when standing for the debts of another was reaffirmed again as late as XXXX in XXXX v. XXXX XXXX. XXXX, 371 U.S. 132, when the Court said : sureties compelled to pay debts for their principal have been deemed entitled to reimbursement, even without a contractual promise And probably there are few doctrines better established XXXX XXXX XXXX, 5th edition, defines surety : One who undertakes to pay or to do any other act in event that his principal fails therein. Everyone who incurs a liability in person or estate for the benefit of another, without sharing in the consideration, stands in the position of a surety. Constitutionally, and in the laws of equity, the United States could not borrow or pledge the property and wealth of its private citizens, put at risk as collateral for its currency and credit, without legally providing them equitable remedy for recovery of what is due them. The United States government, of course, did not violate the law or the Constitution in this way in order to collateralize its financial reorganization, but did, in fact, provide such a legal remedy so that it has been able to continue on since XXXX to hypothecate the private wealth and assets of those classes of persons by whom it is owned, at risk backing the governments obligations and currency, by their implied consent, through the government having provided such remedy, as defined and codified above, for recovery of what is due them on their assets and wealth at risk. The provisions for this are found in the same act of Public Policy HJR-192, public law 73-10 that suspended the gold standard, abrogated the right to demand payment in gold, and made Federal Reserve notes for the first time legal tender, backed by the substance or credit of the nation. All US currency since that time is only credit against the real property, wealth and assets belonging to the private sovereign American people, taken and/or pledged by THE UNITED STATES to its secondary creditors as security for its obligations. Consequently, those backing the nations credit and currency could not recover what was due them by anything drawn on Federal Reserve notes without expanding their risk and obligation to themselves. Any recovery payments backed by this currency would only increase the public debt its citizens were collateral for, which an equitable remedy was intended to reduce, and in equity would not satisfy anything. And there was, as still, no longer actual money of substance to pay anybody. There are other serious limitations on our present system. Since the institution of these events, for practical purposes of commercial exchange, there has been no actual money in circulation by which debt owed from one party to another can actually be repaid. Federal Reserve Notes, although made legal tender for all debts public and private in the reorganization, can only discharge a debt. Debt must be paid with value or substance ( i.e. gold, silver, barter, labor, or a commodity ). For this reason HJR-192 ( 1933 ), which established the public policy of our current monetary system, repeatedly uses the technical term of discharge in conjunction with payment in laying out public policy for the new system.
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12/24/2019 |
Yes |
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Web |
Servicemember |
Nationstar Mortgage LLC/dba Mr. Cooper and real estate licensed transactional brokers failed to perform an audit of their compliance with the VA Home Loan Guaranty VALERI system of record and have violated multiple provisions of the Servicemember Civil Relief Act ( SCRA ). The SCRA was designed to protect XXXX XXXX servicemembers and families, like mine, during times of service.
Financial institutions and transactional mortgage brokers that violate the law repeatedly and substantially are not making serious enough efforts to report accurate information or enforce the provisions under the Servicemember Civil Relief Act ( SCRA ). Nationstar Mortgage LLC/dba Mr. Cooper compliance systems are flawed, and generated VA backed mortgage lending account data with significant, preventable errors. Nationstar also failed to maintain detailed SCRA and VA Home Loan Guaranty data collection and validation procedures, and failed to implement adequate compliance procedures since the mortgage servicer account dispute began in XXXX.
On or about XX/XX/XXXX, XXXX and XXXX XXXX closed on the purchase of a residential property located at XXXX XXXX XXXX XXXX XXXX, XXXX, OK XXXX. The loan was a Department of Veteran Affairs Home Loan Guaranty ( VA ) backed loan. XXXX and XXXX XXXX were married and both were military veterans at the time of closing on the property. The primary borrower was pre-selected as XXXX XXXX, and XXXX XXXX co-signed as a VA Rider status on a residential mortgage originated by XXXX XXXX XXXX XXXX, serviced by MERS, also known as XXXX XXXX XXXX XXXX, XXXX f/k/a XXXX XXXX XXXX XXXX XXXX ( C.D. Cal. ). Shortly after closing XXXX services mortgage loans became a wholly owned subsidiary of XXXX XXXX XXXX XXXX.
XXXX- XXXX, Oklahoma licensed realtor and transactional broker XXXX XXXX , also doing business as XXXX XXXX failed to close on a contracted agreement ( or collect good faith funds from a no-show buyer ) on the residential property. On the same day, XXXX XXXX/dba XXXX XXXX XXXX/XXXX XXXX offered contingency options to quit claim deed the property on the sport or have at least one owner of the property sign a 3-year rental management agreement while under financial duress.
XXXX- XXXX, XXXX County , Oklahoma , a court issued divorce decree awarded the VA backed mortgaged property and its interest in the free and clear of any title or mortgage to XXXX XXXX ( ex-wife/plaintiff in court records ). The court order included a clause to which the divorce decree could be used as a conveyance tool for enforcement purposes. Notice of the awarded property interest to XXXX XXXX and a copy of the divorce decree were submitted to the mortgage servicer ( XXXX XXXX XXXX ) as required for a major event update to the VA home loan guaranty VALERI system of record, and the property manager XXXX XXXX/dba XXXX XXXX.
XXXX XXXX, XXXX XXXX XXXX operating as the mortgage servicer, required the divorce decree be submitted to the XXXX County Clerks office in order to have the awarded property equity, and successor in interest status recorded for the purposes of the deed, title, and transfer of ownership.
XXXX- XXXX, XXXX XXXX re-married and provided notice with forwarding address and copies of the official legal documentation to transfer financial accounts, government identification, and property interests into the legally changed name XXXX XXXX .
In XX/XX/XXXX, XXXX XXXX was contacted by the residential occupants ( also known as the only other tenants or renters besides the owner ) of XXXX XXXX XXXX XXXX XXXX. The occupants disclosed XXXX XXXX/dba XXXX XXXX was in possession of several months of mail and delivery notifications sent from mortgage servicer XXXX XXXX XXXX and the addressed financial and legal enclosures were explicitly sent to XXXX XXXX.
Follow up with XXXX XXXX/XXXX XXXX confirmed the transactional broker XXXX XXXX had withheld mail and also disclosed a Lis Pendens petition had been filed with the XXXX County court clerk in XX/XX/XXXX. Both XXXX XXXX XXXX and Nationstar Mortgage LLC mailed notifications enclosed with time sensitive information and privileged letters. Months of withheld notifications and mail delivery concealed the intent of the new lender/owner to foreclose on the VA backed property, which would also proceed without a successful confirmed delivery notification to either the primary borrower ( XXXX XXXX ) or the successor in interest, XXXX XXXX in violation of Service member Civil Relief Act ( SCRA ).
By withholding of the security deposit, several months of collected rents, attempts to charge additional late rent and allegations of property damage by XXXX XXXX and XXXX XXXX amounted to early termination charges in violation of the SCRA. The Fair Housing Act law concludes a complaint must also state a cause of action against both the individual property manager XXXX XXXX, and his business entity doing business as XXXX XXXX.
Nationstar Mortgage LLC is a servicer of federally related mortgage loans, and at some unknown point and time, represented itself to the primary borrower ( XXXX XXXX ) as the new mortgage servicer of the VA backed home loan. As the successor in interest, I ( XXXX XXXX ) did not receive letters in XXXX, XXXX, XXXX, or XX/XX/XXXX informing me the servicing rights for the loan had been transferred to Nationstar Mortgage LLC, and received no advance notice of the transfer nor an opportunity to discuss the prior ACH electronic payment arrangement with the mortgage servicer or the bank since the issuance of the divorce decree in XX/XX/XXXX.
As the Department of Veteran Affairs has previously published and warned ; In some parts of the country, veterans who are not familiar with real estate transactions have been " taken in '' by shady deals usually called " milking '' or equity skimming. In one form of this racket, the veteran/primary borrower, who is behind in VA loan payments, is approached by unknown persons who offer to pay the delinquent installments if the veteran will " sign on the dotted line. '' The veteran later learns that he or she has signed a deed and can get the property back only by signing another contract at a much higher price.
Nationstar Mortgage LLC/dba Mr. Cooper and XXXX XXXX/dba XXXX XXXX violated both the Real Estate Settlement Procedures Act ( RESPA ) and the Electronic Fund Transfer Act ( EFTA ) by making unauthorized changes to the previously established ACH electronic payment transfers without providing proper notice to the VA home loan guaranty VALERI system of record, or directly to primary borrower, or myself ( as the awarded successor in interest ). 15 U.S.C. 1693e ( b ) provides that in the case of preauthorized transfers from a consumers account to the same person which may vary in amount, the financial institution or designated payee shall, prior to each transfer, provide reasonable advance notice to the consumer, in accordance with regulations of the Bureau, of the amount to be transferred and the scheduled date of the transfer.
From XX/XX/XXXX through XX/XX/XXXX, other than payment delinquencies, no other unrestricted transfer reports or major event updates were filed with Department of Veterans Affairs Home Loan Guaranty division through the required VALERI ( VA Loan Electronic Reporting Interface ). The fiduciary responsibility to report a Significant Loan Event through the VALERI system falls on the mortgage servicer ( Nationstar Mortgage LLC/dba Mr. Cooper ). The VA loan guaranty division can not accept a security instrument or a divorce decree from a successor in interest, therefore can not update my associated VA loan case number without the mortgage servicer disclosures and legally verified support documentation. The failure of the mortgage servicer to file the lis pendens action and non-judicial foreclosure notices with the Department of Veteran Affairs Home Loan Guaranty division in a timely manner perpetuated false information from Nationstar customer service representatives about the mitigation options available to myself ( as both successor in interest and as a Veteran who also served in the military ), the loss of equity, increased liabilities and risks associated with the disputed property.
The main Nationstar Mortgage LLC/dba Mr. Cooper and transactional broker violations pertain to RESPA and TILA provisions and official interpretations, which can be found in 12 CFR 1024, Regulation X, and 12 CFR 1026, Regulation Z, specifically found within : 1024.17, Escrow accounts and 1024.37, Forced placed insurance 1024.35, Error resolution procedures and 1024.36, Requests for information 1024.38, General servicing policies, procedures and requirements 1024.39, Early intervention and 1024.41, Loss mitigation procedures 1026.20, Disclosure requirements regarding post-consummation events 1026.36, Payment processing and 1026.41 Periodic statements 1026.40, Continuity of Contact Nationstar Mortgage LLC/dba Mr. Cooper, XXXX XXXX/dba XXXX XXXX also conducted an unauthorized credit inquiry that violated the Fair Credit Reporting Act ( FCRA ). It remains unclear if the mortgage was transferred, sold, or solicited by Nationstar as a high-risk loan modification offer to the primary borrower or to an undisclosed third party private investor. One of several notices withheld by the transactional broker XXXX XXXX, was titled Credit Score Disclosure, which would have shown Nationstar Mortgage LLC performed a credit check and fallen outside any use permitted under the FCRA. The credit check, previous lender ACH electronic transfers, and bank account balances along with protected personal information were shared with unauthorized 3rd parties ( specifically, the terminated property manager XXXX XXXX, the evicted occupants, and other real estate associated transactional brokers in the same office ).
XXXX -Eviction of the unverified occupants and property management agreement termination were sent via certified return receipt. XXXX XXXX transactional broker/property manager XXXX XXXX contested the transfer of ownership to XXXX XXXX and refused a broker trust account audit. XXXX XXXX/dba XXXX XXXX is in breach of contract after repeatedly refusing a broker trust account audit which denied and concealed any review of 5 years ( XXXX-XXXX ) worth of itemized lists for repairs, receipts, occupant/renter background checks, proof of identity, or income statements. XXXX XXXX/dba XXXX XXXX and Nationstar Mortgage LLC also failed to produce any material evidence of signed lease contracts or notarized agreements between the owner or with any known verifiable renter occupants as Oklahoma state law and the real estate commission required.
During this time, Nationstar Mortgage LLC became a designated payee as used in the EFTA, 15 U.S.C. 1693e ( b ), in that Nationstar initiated and received electronic fund transfers from a joint account opened prior to the divorce decree, that were preauthorized or purportedly preauthorized.
XXXX- I, ( XXXX XXXX ) continued the legal eviction process of the unverified John Doe occupants and made qualified written demands for origination paperwork, requested identification of any known investors, and inquired about any alternatively sourced agreements with the primary borrower ( ex-husband, XXXX XXXX ) who resided and worked within the same area as the property from XXXX through XXXX. As the successor in interest of the property, I was denied refinancing, denied loss mitigation options, and denied a loan modification because the primary borrower ( XXXX XXXX ) refused to consent, acknowledge, or participate in any VA unrestricted transfer process, in direct contempt of the divorce decree. As the mortgage servicer, Nationstar/Mr. Cooper repeatedly dismissed and ignored the divorce decree as a legal conveyance tool and failed to report a VA Unrestricted Transfer, major loan event and declined to file a partial Release of Liability.
Nationstar asserted ONLY the VA backed primary borrower ( XXXX XXXX ) could apply or be approved for loss mitigation or loan modification services. Without the primary borrowers cooperation or written consent, my successor in-interest equity along with my current husbands ( XXXX XXXX XXXX ) good name, credit, and security clearances as an XXXX XXXX service member were maliciously defamed and penalized after the property ownership was contested and driven back into delinquency due to willful negligence of Nationstar Mortgage LLC and XXXX XXXX doing business as transactional brokers.
XXXX- A second lis pendens was filed against XXXX XXXX and not the primary VA loan backed borrower, XXXX XXXX . Contrary to the Real Estate Settlement Practices Act ( RESPA ), codified at 12 U.S.C. 2605, which governs the duty of loan servicers to respond to borrower inquiries it categorizes as Qualified Written Requests ( QWRs ), since XXXX, Nationstar Mortgage LLC/dba Mr. Cooper customer service representatives and XXXX XXXX/dba XXXX XXXX have denied knowledge of any private investor contracts or secondary lien agreements, yet both business entities have failed to provide a complete and accurate explanation of the transfer paperwork, refused the disclosure of contact logs documenting the primary borrowers recorded statements, and remain silent on the absence of any tenant signed and notarized rental agreements from XXXX-XXXX. More concerning are the missing major loan event update reports to the VA home loan guaranty VALERI system of record, and the advanced lender expenses paid out to undisclosed property management vendors and then charged to the escrow account.
XXXX - Nationstar Mortgage, LLC/dba Mr. Cooper, violated 533 when it maintained certain fees related to a rescinded Notice of Default on the disputed account while ( XXXX XXXX, also a veteran ) is the successor in interest and military spouse of a service member ( XXXX XXXX XXXX XXXX XXXX, who is still currently ) serving on XXXX XXXX and protected by the provisions under thee SCRA.
Congress passed the Real Estate Settlement Procedures Act ( RESPA ) in 1974 to protect homeowners by assisting them in becoming better educated while shopping for real estate services, and eliminating kickbacks and referral fees, which add unnecessary costs to settlement services. RESPA requires lenders and others involved in mortgage lending to provide borrowers with pertinent and timely disclosures regarding the nature and costs of a real estate settlement process. Congress has also authorized the Consumer Financial Protection Bureau ( CFPB ) to promulgate RESPAs implementing rules and regulations, including the rules codified in 12 C.F.R. 1024 ( Regulation X ).
Congress has authorized a private right of action for violations of RESPA, including violations of Regulation X. 12 U.S.C. 2605 ( f ) ; 2605 ( k ) ( E ) ; 2614.
12 U.S.C. 2605 ( k ) ( C ) states that a servicer of a federally related mortgage shall not fail to take timely action to respond to a borrowers requests to correct errors relating to allocation of payments, final balances for purposes of paying off the loan, or avoiding foreclosure, or other standard servicers duties.
12 C.F.R. 1024.33 states : ( b ) Notices of transfer of loan servicing ( 1 ) Requirement for notice. Except as provided in paragraph ( b ) ( 2 ) of this section, each transferor servicer and transferee servicer of any mortgage loan shall provide to the borrower a notice of transfer for any assignment, sale, or transfer of the servicing of the mortgage loan. The notice must contain the information described in paragraph ( b ) ( 4 ) of this section. Appendix MS-2 of this part contains a model form for the disclosures required under this paragraph ( b ).
( 2 ) Certain transfers excluded.
( i ) The following transfers are not assignments, sales, or transfers of mortgage loan servicing for purposes of this section if there is no change in the payee, address to which payment must be delivered, account number, or amount of payment due : ( 3 ) Time of notice ( i ) In general. Except as provided in paragraphs ( b ) ( 3 ) ( ii ) and ( iii ) of this section, the transferor servicer shall provide the notice of transfer to the borrower not less than 15 days before the effective date of the transfer of the servicing of the mortgage loan. The transferee servicer shall provide the notice of transfer to the borrower not more than 15 days after the effective date of the transfer. The transferor and transferee servicers may provide a single notice, in which case the notice shall be provided not less than 15 days before the effective date of the transfer of the servicing of the mortgage loan.
XXXX The 2nd lis pendens foreclosure petition is withdrawn, only to have a 3rd lis pendens petition filed with the XXXX County Court Clerk, listing a John Doe Occupant, along with the original primary borrower ( XXXX XXXX ), and lists the successor in interest as a defendant under the former name XXXX XXXX and not legal name XXXX XXXX.
XXXX FTC complaint filed by XXXX XXXX, regarding the disputed property, suspected identity theft, mail fraud, forgery, violations of SCRA and Privacy Act. Nationstar Mortgage LLC/dba Mr. Cooper failed to check consistently for the military status of mortgagors prior to filing lis pendens petition with the clear intent to foreclose on the VA backed mortgaged property. Noted in my complaint, specific to the continued unauthorized use of my former name ( XXXX XXXX ) ; It is unlawful for any person ( s ) to use a fictitious name, give a false or fictitious address, or make any false statement in any application or affidavit required under the provisions of a stated regulatory chapter or in a bill of sale or sworn statement of ownership or otherwise commit a fraud in any application. '' As of XX/XX/XXXX, the VA Home Loan Guaranty VALERI system of records showed no major event updates on the assigned VA loan case number, no unrestricted transfers, and none of the ( 3 ) previously filed lis pendens foreclosure petitions have been reported. However, the most recent entries by a mortgage servicer reported over 50 delinquent monthly payments associated with the VA loan case number, my legal name XXXX XXXX and my social security number. Credit bureaus continue to post negative monthly credit reports to my identity as XXXX XXXX, whilst listing the unauthorized former name XXXX XXXX as seriously delinquent ( not as successor-in-interest who is not responsible for the mortgage ), as I continue to be denied a VA unrestricted transfer of ownership per the XXXX divorce decree.
Nationstar Mortgage LLC/dba Mr. Cooper has failed to release a communication history, ignored written requests for a contact log with the primary borrower ( XXXX XXXX ), and representatives have refused verbal and written demands to disclose the private investor information after listing the investor status on the most recent XXXX payoff quote.
Through the mortgage servicers relaunched website and consumer login portal, Nationstar Mortgage LLC /dba Mr. Cooper shows changed legal names and mailing addresses of the primary borrower ( XXXX XXXX ) and myself, altered at least 12 times in the past 18 months. Representatives have recklessly conflated protected information and delivered official mail to the wrong persons. Nationstar Mortgage LLC/dba Mr. Cooper has shown no intention to properly disclose and explain the significant accounting discrepancies between XXXX-XXXX in third party property management vendor billable activities, or the additional thousands of dollars paid out and charged to the escrow account over the past 24 months.
On approximately XX/XX/XXXX, without my knowledge or written consent, property inspectors working on behalf of Nationstar Mortgage LLC/Mr. Cooper changed the locks on the disputed vacant property ( for at least a 3rd time since XX/XX/XXXX ). Additional repairs for damages and maintenance were requested by the vendor due to the discovery of personal effects and hazardous cleaning materials belonging to an unknown trespasser. To date, no law enforcement report has been filed by the mortgage servicer, nor its property management or its vendor by extension.
As of present, there are no procedures or protocols made available to me on how Nationstar Mortgage LLC/dba Mr. Cooper or its property management vendors by extension will communicate who is in legal possession of the VA backed property or if and how criminal breaking and entering activities by unknown trespassers will be recorded, documented, and reported to local law enforcement, or to the successor-in-interest if it happens ( yet again ) in the near future. Nationstar Mortgage LLC/dba Mr. Cooper has failed to disclose any conflict of interest with third party property management vendors servicing the disputed property, nor has there been any disclosures regarding the previously evicted freeloading occupants and if any claims were submitted or paid ( without a police report or authenticated receipts ) against the insurance under-writer.
As of XX/XX/XXXX, Nationstar/dba Mr. Cooper has failed to respond to my qualified written requests ( sent via certified mail, fax, and email ) for communication logs, the identity of private investor ( if any ), and an itemized breakdown and sourced identities of the XXXX erroneously Unapplied Funds transactions listed in the most recently made available Escrow Analysis, produced by Nationstar Mortgage LLC/dba Mr. Cooper.
Under principles of equity and good conscience, Nationstar Mortgage LLC/dba Mr. Cooper and XXXX XXXX/dba XXXX XXXX should not be permitted to retain revenue that it acquired by virtue of its unlawful conduct.
Nationstar Mortgage LLC/dba Mr. Cooper has acted unlawfully, unfairly, and deceptively. As a result of their unlawful, unfair, and deceptive conduct both my XXXX XXXX husband and I ( XXXX & XXXX XXXX XXXX ) have been faulted for unauthorized amounts of claims and denied access to the evidence of criminal trespassing on the disputed property. The privacy and the safety of our children is paramount and as a military family all of our rights have been repeatedly violated by the criminal misconduct of transactional brokers. We have been denied backed rents, legal fees, property possession, and our due process rights. Without any reasonable due diligence by the mortgage servicers, our ability as military family to protect and defend our legally vested financial interests, good name, and credit scores within a reasonable amount of time has been denied. By erroneously switching names and addresses on statements and legal notices with our duty assignments on federal military installations, Nationstar Mortgage LLC/dba Mr. Cooper and XXXX XXXX/dba XXXX XXXX have violated the fundamental principles of the Privacy Act and the SCRA.
In addition to the unknown activities of the lis pendens listed John Doe occupant ( s ) and the unknown private investor noted on the XXXX payoff quote, Nationstar Mortgage LLC/dba Mr. Cooper has delayed time-sensitive written disclosures on the unlawful activities of the dual hatted property manager/licensed realtor at the core of the transaction dispute.
Transactional Brokers and business entities acting or doing business as property managers unlawfully are required to be reported under the Sarbanes- Oxley Act of 2002, the Securities Exchange Act of 1934, the Dodd-Frank Act of 2010 or any other law, rule or regulation subject to the jurisdiction of the Securities and Exchange Commission XXXX
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02/06/2019 |
Yes |
- Mortgage
- Other type of mortgage
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- Struggling to pay mortgage
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Web |
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This complaint is filed against Nationstar Mortgage, LLC, d/b/k Mr. Cooper ( Nationstar ) for the many improper and possibly illegal servicing practices they have conducted against me in clear violation of the CFPB Rules. Specifically rules governing TILA, RESPA and prohibitions against Dual Tracking. My complaint outlines the deceptive actions taken by Nationstar on behalf of the alleged Plaintiff, XXXX XXXX, XXXX XXXX as Trustee for the Holders of XXXX XXXX XXXX XXXX XXXX XXXX XXXX, Mortgage Pass-Through Certificates XXXX XXXX ( XXXX XXXX ) in New Jersey Foreclosure Case Number XXXX. Nationstar most probably acquired the mortgage servicing rights for the loan in question through the purchase of $ XXXX worth of Mortgage Servicing Rights for XXXX from XXXX XXXX XXXX in XXXX. See https : XXXX Two different Assignment of Mortgages were recorded with the XXXX County Clerk , Assignments are as follows ; 1 ) Instrument number XXXX, Book XXXX, Page XXXX, recorded on XX/XX/XXXX. Assigns the Mortgage from Address ; XXXX XXXX XXXX XXXX, XXXX XXXX, CA XXXX to Nationstar Mortgage, LLC dated XX/XX/XXXX. There are at least four entities which share this address ; XXXX, XXXX, XXXX XXXX XXXX XXXX, XXXX and XXXX XXXX XXXX, XXXX. Which one are they referring? This Assignment of Mortgage is facially invalid ; the Grantor can not be determined on the face of the Instrument.
2 ) Instrument number XXXX, Book XXXX XXXX, Page XXXX, recorded on XX/XX/XXXX, Assignment of Mortgage from XXXX XXXX XXXX XXXX. successor by merger to XXXX XXXX XXXX, by Nationstar its Attorney in Fact to XXXX XXXX, dated XX/XX/XXXX and signed XX/XX/XXXX, This Assignment of Mortgage is facially invalid ; there is no Power of Attorney recorded with this Instrument granting the authority of Attorney in Fact to Nationstar.
How could XXXX XXXX XXXX XXXX. assign the Mortgage? it was previously assigned to Nationstar by a part of XXXX XXXX XXXX at the Address ; XXXX XXXX XXXX XXXX, XXXX XXXX, CA XXXX. What role does XXXX XXXX XXXX XXXX. still hold if any? Based upon my payment records to XXXX XXXX XXXX, from XX/XX/XXXX through of XX/XX/XXXX payments were made to XXXX, DESC : XXXX, Co. ID:XXXX, well before and after the cutoff dates for the XXXX XXXX Trust. I have to question if the loan was ever delivered to theTrust because the payments did not change to pay the Trust. XXXX XXXX was the holder/owner of the loan until XXXX, which is really XXXX XXXX XXXX since they bought out XXXX XXXX in XXXX. Did the Private Label Trust XXXX XXXX Trust really qualify for the Mortgage Pass-Through status or did Nationstar purchase the loan in the bulk buy at a considerable discount?
Considering the Assignment 1, is assigned from an address and not an entity it does comply with the requirements of section 7.20 of the Agreement dated XX/XX/XXXX, between XXXX XXXX XXXX XXXX. and Nationstar Mortgage, LLC.
Section 7.20. Use of Name.
Except as otherwise required by applicable law, Purchaser shall not use Sellers name in connection with Purchasers or its designees servicing of the Mortgage Loans or ownership of the Purchased Assets after each applicable Servicing Transfer Date, and shall remove all references to the name of Seller in materials and communications used in connection with Purchasers or its designees servicing of the Mortgage Loans or ownership of the Purchased Assets promptly after such Servicing Transfer Date.
See full Agreement at ; https : XXXX In the Foreclosure Case, XXXX, the Chain of Title cited only the Assignment of Mortgage, ( number 2 above ) which supported the Foreclosure Action. I made issue of this in my pleadings stating facts where laws and rules were being violated but they went unheard due to my lack of legal knowledge regarding courtroom procedures, the deceptive practices, presumptions and faulty documents.
I have two letters from XXXX XXXX XXXX dated XX/XX/XXXX and XXXX, XXXX, naming XXXX XXXX ( XXXX XXXX ) as the holder/owner of the loan.
When I could no longer afford to make the payments to XXXX XXXX XXXX in XXXX, years before Nationstar gained the Servicing Rights and XXXX XXXX Assignment as Trustee both recorded Assignment of Mortgage were in XXXX. Both the Note and Mortgage are Defective Instruments in XXXX, breaking the Security Interest and making this a wrongful foreclosure action.
The National Settlement reached between the Government and XXXX XXXX XXXX XXXX XXXX XXXX EXHIBIT on the SEC website did contain the XXXX XXXX Trust in Annex XXXX, but the case is sealed from the people which I feel is improper considering we the people bailed them out of hot water for playing fast and loose with homeowners mortgages and investors money to increase the banks assets and profits on the stock market or other investments. The mortgage was transferred from XXXX XXXX XXXX XXXX. as Servicer for XXXX XXXX ( XXXX XXXX ) as holder/owner to Nationstar and XXXX XXXX right before the settlement was signed.
The Loan Modification I received on XX/XX/XXXX, was a XXXX XXXX XXXX XXXX stating Nationstar Mortgage, LLC is the Servicer or Lender ( Lender ) and first lien holder on the original loan with XXXX XXXX in XXXX. Both of these statements are untrue, unless they meant it will be true once the Loan Modification is signed. The Loan Modification only cites the original Mortgage with XXXX XXXX and It appears that filing two different Assignment of Mortgages was a fortunate mistake or a planned action to support the deception.
The proposed Loan Modification had no mention of XXXX XXXX, as if it never existed. That has been my assertion in my Answer along with other facts supporting my belief that Nationstar is merely a debt collector with no right to the Security Instrument and the Plaintiff XXXX XXXX is not the real party in interest or maybe not a party at all.
See my previous CFPB Complaint Number XXXX, regarding Nationstar, XXXX XXXX and the Attorneys failure to comply with the New Jersey Debt Collector Bonding Requirements. I did not press the issue at the time since I thought I was in serious loan modification negotiations, not a series of deliberate actions to keep me in the dark and ensuring I never received Notices, advising me not to pay since my account had a surplus, late and last minute receipt of documents with no explanation and standing ready for the Sheriff Sale in an instant. This is a clear violation of the CFPB Rules Prohibiting Dual Tracking in addition to the deception of account balances in surplus and verbally misleading me to justify the sale.
While preparing for Trial I was hit with a Summary Judgment and without being able to address my facts and law I was silenced and Summary Judgment was granted. When I got home in shock there was a letter approving me for Court Mediation. I submitted my mediation package for Loss Mitigation at the time I filed my Answer in XX/XX/XXXX. Isnt that curious? Should the Foreclosure Case have ever been commenced under the CFPB rules?
I pursued a loan modification in good faith, not because I believe I owe a debt to the Plaintiff, but because I found no remedy in court. While in Active Loss Mitigation, Trial Period payments were made, the Plaintiff motioned for Final Judgment which was granted. I was unaware of this since I was assured by Plaintiffs Attorney nothing would happen while in mediation. A letter was submitted by the Plaintiffs Attorney to Withdrawal the Motion for Final Judgment but it was stamped received but not filed, by the court. Once again I was totally unaware of these actions and non actions because I received no Notice. The court file states it was electronically sent to the Attorney for the Defendant ; one big problem I did not retain an Attorney for the foreclosure case so where were these documents sent and to whom? if in fact they were sent.
On XX/XX/XXXX, a Sheriff Sale Notice was anonymously taped to my front door. After contacting the court and asking how could this be without Notice of Final Judgment? Magically on XX/XX/XXXX, I received a letter from the Plaintiffs Attorney serving as Notice of Final Judgment,14 months after the fact. Unaware of any of these actions I requested and received my court Foreclosure File disc XX/XX/XXXX. This is how I discovered the Request to Withdrawal the Final Judgment and had I been properly noticed I would have addressed the issue at that time. It seems that Notice was supposedly sent to the Defendant electronically ; the major problem being no one informed me of this change and I do not possess a user ID ( Bar ID ) so I was never noticed on these actions in clear violation of CFPB rules.
Being caught totally off guard, with a sale looming in two weeks and after using my two adjournments I filed for Bankruptcy but I did not have time to prepare a defense in a different court, different forms and procedures, before the case was dismissed.
Next I retained a Law Firm specializing in getting loan modifications. I was approved for a trial period yet again but I never received any paperwork. I made the three payments XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX and still no paperwork, I was assured it was coming, the Trial Period letter finally was received on XX/XX/XXXX, after the trial period was over. By now I am thinking I was scammed and then a package arrived, it was a XXXX XXXX XXXX XXXX and it states Nationstar as the Lender and first lien holder to my original mortgage loan, both of which are untrue statements. Now I feel foolish I had to be scammed, how could a separate entity never mentioned in the Foreclosure Case, XXXX, offer me a loan modification? by what authority? I had checked the XXXX XXXX look up tool several times over the past few years and every time it reported back XXXX XXXX does not own your loan.
Right after I received the XXXX XXXX XXXX XXXX, I was notified of the return of the remainder of the monthly retainer from the loan modification Law Firm since their job was done and I received the Modification. Wow. I could not even question them.
I called my Nationstar dedicated loan representative, XXXX XXXX, he was replaced. When I asked my new dedicated loan specialist, XXXX XXXX, if I make the same payment as the trial period payments, he said since I was approved for a Mod and I do not have to do anything right now since my account is over {$3000.00} in credit, I asked how could that be and he said just wait for the Modification. Since he had no record of the Modification yet I could not ask if the one I got was real I did not correct him I needed answers to my questions. I was stuck between a rock and a hard place ; pressure to sign a knowingly false document or have them sell it out from under me. Every month I have been threatened by Sheriff Sale, then just prior to the sale it is adjourned and rescheduled for the next month. The whole time I was in active Loan Mitigation and once again a clear violation of the CFPB Rules. I questioned my Attorney from the loan modification Law Group and he said he would take care of it and not to worry. I guess he did not take care of it.
An Alias Writ of Execution was submitted on XX/XX/XXXX, by the Attorney for the Plaintiff without my knowledge and once again I never received Notice. The file says it was electronically delivered, to where, to who? How and when was I informed that all case documents are now only to be delivered electronically and no longer delivered by mail? This is clearly a pattern of deceptive practices taking advantage of the situation and purposely not informing the defendant.
I searched and searched for an attorney to discuss this situation but had no luck, none are interested. I needed answers to my questions, what are the implications and repercussions of signing a contract which I know contains untrue facts? Would I be a party to the deception? Would I be legitimizing the theft of real property? With these major questions along with the decision to sign a contract doubling the principle, adding over {$85000.00} of new money and extending the loan to forty years without any details for the home I have lived in for 29 years. I began researching.
On XX/XX/XXXX, I received a puzzling piece of mail from Nationstar stating over {$8000.00} surplus in my escrow account. Now utterly confused, how could I believe any number provided by Nationstar? I never made any payments to Nationstar/XXXX XXXX under the original mortgage.
By now the return date and payment date of XX/XX/XXXX, on the proposed XXXX XXXX XXXX XXXX had passed, how could I sign a knowingly false and now already defaulted contract from parties outside those parties I contracted with for the loan in question?
Right before XXXX I received a regular piece of mail from Mr. Cooper aka Nationstar, I marked the dateXX/XX/XXXX, on the outside and set it aside nothing special. After the holiday going through the mail and hidden in the bulk of the letter on the second page are deadlines for the other two loss mitigation remedies each of which had passed the week of XXXX, it was less than one week to decide. I called Nationstar aka Mr. Cooper and asked who owns my loan and the response I got was the computer states they acquired the loan from XXXX XXXX XXXX in XXXX and there is no reference to XXXX XXXX at all. I asked again who owns my loan ; the answer was XXXX XXXX is the Investor. I asked again who owns my loan and the answer was you own the loan. Then I asked how could you go forward with the foreclosure sale when you are holding three trial period payments? The answer was we just keep it. There is no contract with Nationstar that authorizes them to keep those payments. With Nationstars already inflated accounting regarding my original loan and no opportunity to address any objections to their accounting since I never received Notice. Next I called the Attorney for the Plaintiff ( XXXX XXXX, Nationstar, XXXX XXXX XXXX XXXX. or XXXX XXXX, I have no idea by now ) and asked how could I receive a loan modification from a party outside the Plaintiff in the Foreclosure? The answer was we work for Nationstar and we do not know anything about the modification or XXXX XXXX. When I questioned who is the Plaintiff XXXX XXXX and the answer was all I know is we work for Nationstar. I faxed a copy of the proposed modification to the Attorneys but no notice was taken or answers given on my questions and no time to stop the wrongful sale. The Sheriff Sale went through on XX/XX/XXXX, the starting bid was around {$170000.00}, so the Sheriff announced it was sold to the Plaintiff for {$100.00}, they did not state the name of the Plaintiff.
I filed for Bankruptcy on XX/XX/XXXX, to allow time for my responses. On XX/XX/XXXX, a man attempted entry into my home demanding he inspect the property for the bank, when I said no and informed him I was in Bankruptcy he said I know but I need to inspect the property and he attempted to walk in again, I slammed the door shut, locked it got my coat and went outside. I asked what bank? He said, I do not know. I asked who sent you. He said XXXX XXXX XXXX. I asked do you have a card and a point of contact for the XXXX XXXX XXXX. He handed me a form letter of how he was hired to manage the property.
On XX/XX/XXXX, I received a XXXX XXXX letter from the law firm for Nationstar in Florida regarding Proposed Relocation Assistance, which states, Nationstar Mortgage LLC, the new owner, may be willing to pay you to vacate the property on a mutually agreeable date. This confirms that the Foreclosure case XXXX, was filed under a fictitious entity to hide the fact that no underlying debt existed to allow this foreclosure action and knowingly false documents were submitted to court ; thereby defrauding the court. This is a clear violation of the CFPB Rules, not to mention the IRS, SEC and court rules and regulations.
On XX/XX/XXXX, I received a letter from the Plantiffs Attorney, now we know it was Nationstar ( not sure if alone or in conjunction with XXXX XXXX XXXX XXXX. ) dated XX/XX/XXXX. This letter states, You are hereby notified that possession is demanded by XXXX XXXX, XXXX XXXX, as Trustee for XXXX XXXX XXXX XXXX XXXX XXXX, Mortgage Pass-Through Certificates, XXXX XXXX c/o Nationstar Mortgage LLC d/b/k Mr. Cooper which was the highest bidder at the sale, and now owns the Property. Please note the subtle change in the name of XXXX XXXX they have deleted for the Holders and Corporation, is XXXX XXXX XXXX XXXX. still involved in the background? Based on the facts it appears this is how you launder a wrongful foreclosure action and make it appear legitimate for pure profit. Obviously a clear violation of many of the CFPB Rules, submitted false documents to court, violation of the bankruptcy stay and I am sure so many more.
The same day XX/XX/XXXX, I received an Occupancy Survey Form from my Homeowners Insurance, when I called to ask about it I was told Nationstar had requested termination, in a letter dated XX/XX/XXXX. I requested a copy of that letter and it states, property went to foreclosure sale on XX/XX/XXXX, Mr. Cooper, mortgage servicer and loss payee on the policy of insurance, is electing to discontinue insurance. It also states, If coverage will not be discontinued, please remove Mr. Cooper and XXXX XXXX as interested parties on the policy. Now XXXX XXXX is involved, what happened to XXXX XXXX and XXXX XXXX? This is a clear violation of the CFPB Rules and a violation of the Bankruptcy Automatic Stay.
Just today I went to get my mail and a creepy guy in a small blue car was taking pictures of the house and making notes, he pulled away before I got outside. It appears that Nationstar is still pursuing actions despite my filing bankruptcy, a total disregard for the rules.
I demand my Complaint be investigated completely and thoroughly by the CFPB for the above mentioned violations of the CFPB Rules with appropriate referrals to other agencies for investigations into these deceptive, fraudulent and possibly criminal actions taken by Nationstar and the other entities mentioned in this complaint regarding New Jersey Foreclosure Case XXXX. I have been bullied, intimidated and threatened by legal papers and forms, making fraudulent claims with fabricated documents to make it appear the Plaintiff ( whoever it is, if anyone ) is the holder/owner of the loan. These actions taken against me without Notice, denying me an opportunity to respond ; denial of Due Process Rights to take real property for a fabricated debt. I have always maintained the Chain of Title is broken, Security Interest is broken and a Lost Note Affidavit dated XXXX is not valid in a XXXX bulk acquisition. Plaintiff failed to provide the report as proof that the original Note was lost per SEC Rules and Regulations Act of XXXX Rule 17f-1, Requirements for Reporting and Inquiry with Respect to Missing, Lost, Counterfeitor Stolen Securities. If the Note was not reported as required then it is not lost. The Plaintiff keeping me off balance and not informed, made it appear they were rightful party in interest under the presumption and color of law to enter a foreclosure complaint and gain unlawful possession of real property.
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10/09/2019 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
XXXX : XXXX XXXX XXXX : Affidavit of Truth and Promissory Note/Notice of dishonor/non response I am the owner of certain real property which is the security for an alleged loan made by XXXX XXXX XXXX XXXX to me.
In 1933 by an act of Congress ( XX/XX/XXXX act known as The Emergency Banking Economic Relief Act ) It was determined that all property in the United States is owned by the government, that individual so-called ownership was by allotment.
Congress also determined that all mortgages in the United States were deemed to be Government Obligations, which come with the guarantee of the United States full Faith and Credit.
By operation of law the federal reserve in their member banks are permitted to act as middlemen so-to- speak for the United States government, by completing the property paperwork i.e. loan docs, and then forwarding those documents to the United States Treasury of the United States treasury window for credit.
The United States government not only guarantees those mortgages i.e. Government Obligations, but they have gone one step further, they required insurance on all conventional mortgages in the United States.
My property is insured, I paid the premiums, I paid the insurance premiums and yet I have been defrauded. There has been an active engagement in constructive fraud by the mortgage insurance company and the financial institution and the United States Government against myself as a consumer.
The Consumer protection laws are there to assist individuals such as myself when we are harmed as a result of unscrupulous activities.
The Mortgage on my loan was not on my home, the mortgage was on the loan the lien was on the home! I believe based on the aforementioned laws that the financial institutions have been duly compensated, in fact our agreement was that the home was not collateral for the loan i.e. I use the loan to acquire a home, and until I acquired the home that was not mine to collateralize, meaning that I could never place something I did not have the ownership rights over as collateral. The mortgage-backed Security agreement permitted and/or allowed the financial institution to trade my property on the market in lieu of payment for the loan. Because the stock market investments are construed as a risk, I agree to allow my home to be used as collateral in place should the financial institution not receive the benefits of such a transaction on the market. I forwarded my interest that was due me as a result of my being a trust interest holder and an investor and the mortgage-backed security, so that those receipts would be applied to the balance of the account, this is not happened.
I also have been giving information that the financial institution has received tax credits and other benefits as a result of charging off the account, yet those credits and or adjustments have not been applied to the account as is cognizable under the General. accounting procedure. The failure on the part of the financial institution and or the securitization trustee to keep accurate accounting has resulted in my being harmed, and hereby protest such actions and/ or interactions as a result of it being a violation of my due process rights.
The financial institution was asked to give a complete comprehensive accounting, I am by law entitled to a complete comprehensive accounting, they have refused to supply.
I have tendered payment on at least three different occasions, and have yet to have the account credited but they ( the financial institution and securitization trustee by and/or through its/their agents ) have placed knowing, false, misleading, misrepresentation, information on the public record defaming me, libeling me, and slandering my reputation, causing myself injury as a consumer, and I do hereby being forth this complaint.
I request that you visually look at my original wet ink promissory note and sign the Affidavit of truth.
All my requests to questions, Proof of Claim, Validation of Debt have been unanswered. Maybe YOU can explain to me why Nobody can provide a simple validation of the debt and sign a sworn affidavit. If you have the Original wet ink Promissory Note then sign the affidavit and we can put this matter behind us. Also, who is the holder in due course of the security agreement? As an investor of the of Mortgage Back Security. I have not received any payments or credits to my account. I also, request an accounting of all transactions with this account.
I also require that YOU provide and SIGN An affidavit that YOU have a Valid Proof of Claim of Debt that a debt is owed to XXXX XXXX XXXX XXXX on account XXXX. Also Show proof where XXXX XXXX XXXX XXXX withdrew the funds that was loaned on account XXXX.
We thank you for your time and look forward to your providing the information requested with the next 15 calendar days from the date of receipt of this presentment and/or sooner as required or acknowledge by applicable statute.
Thank you for speedy response in helping me to understand my legal and constitutional rights on this issue. AFFIDAVIT OF TRUTH The undersigned bank officers, being duly sworn on oath, deposes and says : That he/she is an officer of the below named financial institution, a nationally chartered commercial bank or lending institution or organization purchasing promissory notes, hereinafter called bank. That, as an officer of the bank, he/she has the authority to execute this affidavit on behalf of the bank and to bind the bank to its provisions. It is understood that an exchange is not a loan. It is understood that the borrower 's promissory note is not used to fund any check. It is understood that the bank does not record the promissory note as a bank asset offset by a bank liability. It is understood the bank complies with and follows the Federal Reserve Bank 's policies and procedures. It is understood that the bank does not use the same or a similar bookkeeping entry to record the promissory note as a loan to the bank. It is understood that when banks participate in granting loans the economic effect is not the same or similar to stealing, counterfeiting, or a swindle. Banks who follow the Federal Reserve Bank 's policies and procedures deny customers neither equal protection under the law, nor money, nor credit. The bank fully discloses to each and every borrower all material facts concerning if the borrower provides the funds to issue the bank loan check or if other depositors or investors fund the bank loan check. It is understood that the one who funded the loan should be repaid their money. It is understood that cash is the money and a bank liability indicating that the bank owes cash. I agree that if I have made a false statement regarding bank loans, then any and all loans or alleged loans issued or purchased at the bank are forgiven, without recourse, and shall immediately be considered null and void.
Signed under penalty of perjury.
XXXX XXXX XXXX NATIONSTAR MORTGAGE XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, TX XXXX Sworn to and subscribed before me this __day of ________20__, WITNESS my hand and official seal_________________________________________ Signature of Notary Public CERTIFICATE OF NON-RESPONSE RE : Notice of breach of agreement and your Acceptance of Negotiable International Promissory Note on Account Number XXXX. Fair Debt Collection Act Im sending you this letter to inform you of your non-response and your acceptance to my offer of the promissory note. You have not provided any facts to my questions and have not returned the notes. I have accepted your offers and provided my Exception number to you with my signature. You as the Fiduciary is hereby authorized to release any and all funds and/or assets remaining after the setoff, settlement, and closure of the Accounts to the Principal. I, a man, that is in Honor and have returned all presentments for discharge, set-off for you to balance the accounting of XXXX XXXX XXXX XXXX. All commercial Instruments such as promissory Notes, credit agreements, bills of exchange and checks are defined as legal tender or money by the statues such as 12USC 1813 ( L ) ( 1 ), UCC 1-201 ( 24 ), 3-104, 8-102 ( 9 ), 9-102 or ORC 1309.102 ( 9 ), ( 11 ), ( 12 ), ( b ), ( 49 ), ( 64 ). These statutes define a promissory note or security to be Negotiable ( sellable ) because it is a Financial asset. This is necessary because contracts requiring Lawful money are Illegal Pursuant to title 31 USC 5118 ( d ) ( 2 ). I have provided you with My word, signatures and the Laws providing my exception. If you are not an artificial person, then provide me a sworn Affidavit of truth that a the promissory note are not legal tender according to the Uniform Commercial Code, Ohio Revised Code and Bills of Exchange Act which all corporations are required to perform under. I shall require you do balance the book keeping and provide me a 0 balance on your accounting.
Here is the remedy provided by Congress.
June 5, 1933 - House Joint Resolution 192 ( HJR-192 ) "... Resolved by the Senate and the House of Representatives of the United States of America in Congress assembled : That ( a ) every provision contained in or made with respect to any obligation which purports to give the obligee the right to require payment in gold or a particular kind of coin or currency, or in an amount in money of the United States measured thereby, is declared to be against public policy, and no such provision shall be contained in or made with respect to an obligation hereafter incurred. Every obligation heretofore or hereafter incurred, whether or not any such provision is contained therein or made with respect thereto, shall be discharged upon payment, dollar for dollar, in any such coin or currency, which at the time of payment is legal tender for public or private debts... '' Congressional Record, XXXX XXXX, 1933 on HR 1491 p. 83. " Under the new law the money is issued to the banks in return for government obligations, bills of exchange, drafts, notes, trade acceptances, and bankers acceptances. The money will be worth 100 cents on the dollar, because it is backed by the credit of the nation. It will represent a mortgage on all the homes, and other property of all the people of the nation. '' In this Act of XX/XX/XXXX, it states in Title 1 Section 1 : " The actions, regulations, rules, licenses, orders and proclamations heretofore or hereafter taken, promulgated, made, or issued by the President of the United States or the Secretary of the Treasury since XXXX the XXXX, 1933, pursuant to the authority conferred by subdivision ( b ) of Section XXXX of the Act of XX/XX/XXXX, as amended, are hereby approved and confirmed. '' If you went to a law library today and looked up 12 USC ( United States Code ) Section 95 XXXX b ), you will find this Act still on the books today!
" Subdivision ( b ) of Section XXXX of the Act of XX/XX/XXXX ( 40 Stat. L. 411 ), as amended, is hereby amended as follows ; During time of war or during any other time of national emergency declared by the President, the President may, through any agency that he may designate, or otherwise, investigate, regulate, or prohibit, under such rules and regulations as he may prescribe, by means of licenses or otherwise, any transactions in foreign exchange, transfers of credit between or payments by banking institutions as defined by the President and export, hording, melting, or earmarkings of gold or silver coin or bullion or currency, by any person within the United States or anyplace subject to the jurisdiction thereof. '' Senate Report 93-549, XX/XX/XXXX, which said : " Since XX/XX/XXXX, the United States has been in a state of declared national emergency. '' " These proclamations give force to 470 provisions of federal law. These hundreds of statutes delegate to the President extraordinary powers exercised by Congress, which affect the lives of American citizens in a host of all-encompassing manners. This vast range of powers taken together, confer enough authority to rule this country without reference to normal constitutional process. '' This report WAS acted upon and the 94th Congress passed : XXXX XXXX XXXX - XX/XX/XXXX " To terminate certain authorities with respect to national emergencies still in effect, and to provide for orderly implementation and termination of future national emergencies. '' There was one exception to this act though, in Section 502 ( a ) : " The provisions of this Act shall not apply to the following provisions of law, the powers and authorities conferred thereby, and actions taken thereunder : ( 1 ) Section 5 ( b ) of the Act of XX/XX/XXXX, as amended ( 12 U.S.C. 95a ; 50 U.S.C. App. 5 ( b ) ; '' 18 U.S. Code 8. Obligation or other security of the United States defined The term obligation or other security of the United States includes all bonds, certificates of indebtedness, national bank currency, Federal Reserve notes, Federal Reserve bank notes, coupons, United States notes, Treasury notes, gold certificates, silver certificates, fractional notes, certificates of deposit, bills, checks, or drafts for money, drawn by or upon authorized officers of the United States, stamps and other representatives of value, of whatever denomination, issued under any Act of Congress, and canceled United States stamps.
Please note that this is not a refusal to pay off the account but a notice sent as per the Fair Debt Collection Practices Act ( FDCPA ), 15 USC 1692 ( G ) Section 809 ( B ). This notice states that your claim is disputed and validation of the account is required.
This notice is not a request for verification of the account or proof of my mailing address but a request for validation made pursuant to the FDCPA laws. I humbly request that your agency / office sends me valid proof of claim that I am legally obligated to pay you.
1. Validation of the debt ( the actual accounting ) ; 2. Verification of the claim against me ( a sworn affidavit or even just a signed invoice ; and 3. A copy of the contract binding both parties.
I would like to inform you that in case your agency has reported invalidated account information to any of the three main credit bureaus such as XXXX XXXX, XXXX, XXXX then it will be regarded as a fraudulent action under both federal and state statutes. Due to this reason, if any negative item is reported to any of my credit reports by your agency or the agency that you represent, then I will be compelled to take legal steps against you for the below mentioned reasons : * Violation of the Fair Credit Reporting Act ( FCRA ) * Violation of the FDCPA * Defamation of character If your agency can provide me with the requested documents, I will need a minimum of thirty ( 30 ) days to investigate this information, and during this period of time, all collection activities must be stopped.
I would like to further inform you that if any action is taken during the validation period which could be regarded as detrimental to any of my credit reports, then I will seek advice about initiating a potential lawsuit. This includes listing any information on a credit report that could be incorrect or invalidated, or confirming an account as correct when, in fact, there is no provided evidence that it is. Also, I request that you provide evidence that I must pay you in anything other than appropriate commercial paper should the debt be proven valid because to my knowledge, the U.S. Congress provided the appropriate solution for me to settle my debts via the remedy in XXXX XXXX XXXX ( XXXX ) 192 of XX/XX/XXXX.
If your agency / company fails to respond to this debt validation request within a period of ten ( 10 ) days from the date of your receipt of my notice and affidavit, then the account information must be completely deleted from my credit report, and a copy of such deletion request should be sent to me at once, or I will take legal action.
I would also like to request, in writing, that no calls should be made by your agency or company at my residence or workplace. If your agency attempts to make unlimited or computer generated calls to me or any third parties, then it will be considered harassment, and I will have no option but to file a lawsuit. All future communications with me should be done in writing and sent to the address mentioned in this letter. Further, any correspondence must be made in the form of a commercial affidavit under penalty of perjury and sent by certified mail. Any other form of service shall be deemed defective upon its face.
It would be advisable that you assure that your records are in order before I am forced to take legal action. This is an attempt to correct your records. Any information obtained shall be used for that purpose.
XX/XX/XXXX, the record shows that a NOTICE OF TENDER FOR SET-OFF and two INTERNATIONAL PROMISSARY NOTE ( S ) ( UNCITRAL CONVENTION ) NEGOTIABLE INSTRUMENT ( S ) to XXXX XXXX at XXXX XXXX XXXX XXXX at XXXX XXXX XXXX, XXXX XXXX, TX by certified mail package # XXXX, as verified by XXXX XXXX XXXX.
XX/XX/XXXX, the record shows That a Conditional Acceptance for value for proof of Claim, and two INTERNATIONAL PROMISSARY NOTE ( S ) ( UNCITRAL CONVENTION ) NEGOTIABLE INSTRUMENT ( S ) to XXXX XXXX at XXXX XXXX XXXX XXXX at XXXX XXXX XXXX, XXXX XXXX, TX by certified mail package # XXXX, as verified by XXXX XXXX XXXX.
XX/XX/XXXX, the record shows That an AFFIDAVIT OF NOTICE OF DEFAULT to XXXX XXXX at XXXX XXXX XXXX XXXX at XXXX XXXX XXXX, XXXX XXXX, TX by certified mail package # XXXX, as verified by Certificate of Service.
XX/XX/XXXX, the record shows that a NOTICE OF BREACH to XXXX XXXX at XXXX XXXX XXXX XXXX at XXXX XXXX XXXX, XXXX XXXX, TX by certified mail package # XXXX, as verified by XXXX XXXX XXXX.
After acceptance of the certified mailings, XXXX XXXX, for XXXX XXXX XXXX XXXX, refused to send the confirmation that the accounts have been adjusted and settled, nor a notice of dishonor from a qualified third party excusing his refusal, in the ten ( 10 ) days following the second mailing.
XXXX XXXX, for XXXX XXXX XXXX BANK, did not cure his dishonor. He gave no reason for his refusal to confirm the adjustment and settlement of the accounts or send a notice of dishonor.
Therefore, based on the foregoing facts, I certify that XXXX XXXX, for XXXX XXXX XXXX, is in dishonor.
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05/27/2019 |
Yes |
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- Struggling to pay mortgage
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Web |
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Nationstar Mortgage, LLC illegally acquired " servicing rights '' to my mortgage from Aurora Loan Services , LLC and Aurora XXXX XXXX in XX/XX/XXXX. Aurora Loan Services , XXXX filed a fraudulent assignment of mortgage in regards to my property on XX/XX/XXXX. AURORA LOAN SERVICES XXXX was doing business as a loan originator. This assignment of mortgage was recorded 11 years after the original XX/XX/XXXX mortgage .XXXX XXXX allegedly sold my mortgage in XX/XX/XXXX to XXXX XXXX XXXX , XXXX , who in return allegedly sold the mortgage to XXXX , the note was securitized as XXXX XX/XX/XXXX XXXX. XXXX XXXX did not own the mortgage or the note when it sold both to XXXX XXXX XXXX XXXX denies the sale but a class action law suit against XXXX XXXX by XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, OH XXXX shows the loan was paid in full.
XXXX XXXX XXXX XXXX , XXXX was still collecting payments for XXXX XXXX XXXX XXXX , XXXX in XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. XXXX XXXX XXXX XXXX , XXXX was defunct in XX/XX/XXXX and no longer existed.
An assignment of mortgage was allegedly executed on XX/XX/XXXX, which was prepared by XXXX XXXX, XXXX. The assignment of mortgage has 6 different companies involved and involves 6 different states. The assignment purports to assign the note and the mortgage to XXXX XXXX XXXX XXXX XXXX and states that XXXX XXXX XXXX XXXX XXXX paid {$10.00} for the note and the mortgage. My husband nor I did not agree to any electronic transaction and did not contract with any of the companies on the assignment of mortgage. XXXX XXXX XXXX is a known fraudulent document mill and has been ruled that this company has no right to assign or prepare assignments of mortgage. This assignment of mortgage purports XXXX XXXX XXXX XXXX XXXX to be the sole assignee ( NOT A NOMINEE, BENEFICIARY, TRUST OR TRUSTEE ) and the owner of the note and mortgage and states XXXX XXXX XXXX XXXX , XXXX is entitled to payments and interest. This alone constitutes a breach of contract, as XXXX XXXX XXXX XXXX, XXXX does not buy or sell mortgages and does not collect payments, or hold notes or mortgages or copies of notes or mortgages.
The assignee of the mortgage is a completely different company than the company that prepared the assignment and is also a completely different company than the company that recorded the assignment. The assignor is allegedly XXXX XXXX XXXX, XXXX f/k/a XXXX XXXX XXXX XXXX , XXXX located in XXXX, NC. The assignee is XXXX XXXX XXXX XXXX, XXXX and the address states the company is in XXXX Michigan. The company that prepared the document is XXXX XXXX XXXX, located in XXXX XXXX, Idaho. XXXX XXXX is also on this assignment as a loan XXXX top left of the assignment of mortgage. At the time this document was executed in XX/XX/XXXX and also at the time the document was recorded, in XX/XX/XXXX, Aurora Loan services , XXXX was not licensed in the state of Florida to do business in regards to mortgages. At the time the document was executed in XX/XX/XXXX and also at the time of recording, XXXX XXXX XXXX, XXXX f/k/a XXXX XXXX XXXX XXXX , XXXX was not licensed in the state of Florida to do business in regards to mortgages. In fact, XXXX XXXX XXXX XXXX , XXXX ( who was the last known owner of the note ) had been out of business for more than 2 years when the assignment was executed. This is odd since the last endorsement on the XX/XX/XXXX promissory note is by XXXX XXXX XXXX XXXX XXXX. but the assignment of mortgage was allegedly executed by XXXX XXXX XXXX, XXXX f/k/a/ XXXX XXXX XXXX XXXX , XXXX . This assignment of mortgage purports to assign the mortgage and the note to XXXX XXXX XXXX XXXX XXXX XXXX and alleges that XXXX XXXXXXXX XXXX XXXX , XXXX paid {$10.00} for the mortgage and note as the sole assignee and owner of both documents, NOT as a beneficiary or nominee. The assignment of mortgage also states that XXXX XXXX XXXX XXXX , XXXX is entitled to payments and interest. This completely goes against MERS own guidelines. My husband and I are the property owners and neither of us agreed to an electronic transaction. Neither my husband nor myself signed a contract with any of the companies on the assignment of mortgage. Mortgage assignments by a matter of law, are supposed to be prepared by the owner of the mortgage and note, not by third parties, which are in no way affiliated with the contract or the owner. This mortgage assignment is a breach of contract and is a fraudulent assignment of mortgage. This is not an original MERS mortgage. This is not an agreed to assignment of mortgage. None of the entities involved in this assignment are the original lender and none of the entities involved have ties to the XX/XX/XXXX promissory note.
Furthermore, the assignment of mortgage shows XX/XX/XXXX XXXX XXXX XXXX , XXXX as the sole assignee, not a nominee, beneficiary, trust or trustee.
It is my understanding that XXXX XXXX XXXX XXXX , XXXX has NO interest in the note or the mortgage and does not hold either. The promissory note and the mortgage are never encumbered by XXXX XXXX XXXX XXXX , XXXX and therefore title can not be transferred by XXXX XXXX XXXX XXXX , XXXX as the assignor to another entity. Without payment of value ( UCC Article 9-203 ( b ) ( 1 ) the encumbrance can not be enforced. This is law, not some opinion.
Where assignments are involved, the assignment is a nullity unless the following elements are present : 1.The Assignor owns the debt or is the authorized representative of the owner of the debt, who is identified. If that condition is true then either the Assignor funded the loan or the previous party paid value for the loan. 2.The Assignor has sold the debt to the Assignee for value either through a transaction that specifies sale of the debt or through a transaction in which the note or encumbrance is purchased for value, which means money paid in hand. 3.The Assignee paid value for the debt, note and mortgage. This means that the owner of all three debt, note and mortgage are the same party. 4.Both the Assignor and the Assignee must be actual legal persons.
This assignment of mortgage has tainted the chain of title to my property. The assignment dated XX/XX/XXXX and not recorded until XX/XX/XXXX has also tainted the chain of title to my property, as it has resulted in a fraudulent foreclosure on my homestead, which is my primary residence. The XXXX County First Judicial Court has allowed these assignments to be recorded, when they clearly do not follow the Florida Statutes requirements for Corporate Assignment of Mortgage. There is no Corporate Seal on the XX/XX/XXXX assignment. There are no witness signatures and there is no vice president or president signature.
XXXX XXXX XXXX XXXX, XXXX DOES NOT have a license to conduct any business in the state of Florida. XXXX XXXX XXXX XXXX, XXXX does not have the authority to transfer promissory notes or mortgages or any interest in either.
I want justice. This is fraud and I have suffered damages by this fraudulent action and the XXXX XXXXunty land records have been tainted by these fraudulent assignments.
NATIONSTAR MORTGAGE, LLC A/K/A MR. COOPER has stated multiple times in response to QWR that XXXX XXXX owns the note and mortgage. There is no assignment to any trust with regard to my property. Nationstar Mortgage, LLC has repeatedly stated W12005 FNMA REMIC trust owns the note and mortgage. How can a servicer still be collecting money on a " XXXX XXXX '' loan that NEVER happened from XXXX? My mortgage and note were assigned to XXXX XXXX XXXX XXXX, XXXX 10 years after the original mortgage and the assignment was not recorded until 11 years after the original mortgage. My mortgage is supposedly part of a XXXX XXXX XXXX Trust W1 XXXX to be exact and I find this odd since the maturity date on my promissory note is XX/XX/XXXX and the trust supposedly has a date that lasts until XX/XX/XXXX. This is 50 years after the original XX/XX/XXXX mortgage, which never had anything at all to do with any trust according to the land records in XXXX County Florida.
Mortgage assignment was allegedly executed XX/XX/XXXX not recorded until XX/XX/XXXX. FNMA W1 XXXX closing date was XX/XX/XXXX. Assignment from XXXX XXXX XXXX XXXX , XXXX allegedly executed XX/XX/XXXX but not recorded till XX/XX/XXXX.
Both of these assignments of mortgage are falsified documents and are void. Nationstar Mortgage, LLC knowingly added the original mortgagee to the assignment of mortgage in an attempt to create a valid chain of title to the original XX/XX/XXXX mortgage and note, when in fact, there is NOTHING to tie Nationstar Mortgage, LLC to the original mortgagee, XX/XX/XXXX note or mortgage.
Nationstar Mortgage d/b/a Mr. Cooper has continued to pursue a debt that does not exist on a mortgage and note which are void. Nationstar Mortgage d/b/a Mr. Cooper has kept me in court for 3 years over an alleged principle balance of {$19000.00} and has run up over {$30000.00} in attorney fees. Nationstar Mortgage, LLC has been sending people to my home for months taking pictures, invading my privacy and my right to peaceful use of my homestead property. Nationstar Mortgage, LLC sent a man to my home who verbally threatened me and told me I have 25 days to get out of my home. When we ask who these people are, we were told " The mortgage company does not want me to talk to you ''. The man who threatened me said he was a realtor for the investor. When asked who the investor is, he said The client. He would not give his name or the alleged clients name. Nationstar Mortgage, LLC DOES NOT OWN MY PROPERTY. The deed is in my name. There has not been a certificate of title issued and any further attempts to send people to my home will result in that individual going to jail for trespassing.
Furthermore, Mr. Cooper still has not responded to the QWR which was mailed in XX/XX/XXXX.
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, FL XXXX XX/XX/XXXX Mr. Cooper XXXX. XXXX XXXX XXXX, TX XXXX Dear Mr. Cooper, I received your correspondence dated XXXX XXXX in regard to the account you have on file XXXX. In the correspondence, you have stated " Some information you have requested does not pertain directly to the servicing of the loan, does not identify any specific servicing errors, and/or is considered proprietary and confidential. Therefore, this information is considered outside the scope of information that must be provided. '' First of all, for there to be " servicing on the loan '', there has to be a loan. I have never had a loan from Nationstar Mortgage, LLC nor have I ever had a loan from Mr. Cooper. There is no loan. A loan does not exist. There are no legal documents to prove a loan exists from either company. If no loan exists, a debt does not exist. There is no document to tie Nationstar Mortgage, LLC or Mr. Cooper to any title, mortgage or note in regard to my personal real property located at XXXX XXXX XXXX XXXX, FL XXXX.
In the correspondence, Mr. Cooper states " our records indicate XXXX XXXX XXXX XXXX XXXX XXXX for XXXX XXXX Remic Trust XXXX-W1, is the current owner of the note. '' Federal legislation passed in XXXX ( Section 404 of the Truth in Lending Act ) requires that anyone who acquires ownership of a mortgage loan must provide the borrower with a notice that the acquirer is the new owner ( and if they use a servicing agent to collect payments, the name of the servicer ). Section 1463 of the Dodd-Frank legislation enacted in XX/XX/XXXX also requires servicers to disclose the owner of the loan within ten days upon written request from the borrower. I never received a notice from XXXX stating they are the owner of the mortgage or note. In fact, I have information to reflect that no one owns the note or has the legal right to collect on the note.
Pursuant to Fl Rules of Civil Procedures real party in interest rule 1.210 ( a ) A servicer filing a complaint in its own name can prosecute an action as an agent of the mortgage owner and holder but the agent must present evidence that the real party in interest joined or ratified the agents action. Please provide proof that XXXX, has joined or ratified this action by Nationstar Mortgage, LLC to file a lawsuit/foreclosure against my property. Nationstar Mortgage, LLC is not the real party in interest, as your records indicate that XXXX is the current owner of the alleged mortgage. There is no mortgage executed in the name of XXXX or a trust, nominee, beneficiary or trustee. Nationstar Mortgage, LLC executed an assignment of mortgage as the assignor and assignee to itself from XXXX XXXX XXXX XXXX , XXXX, which is not authorized by corporate resolution from XXXX XXXX XXXX XXXX , XXXX. The unauthorized corporate assignment omits the corporate seal of XXXX XXXX XXXX XXXX XXXX and also omits the signatures of two witnesses. The Corporate seal of the assignor and the signature of two witnesses are a requirement to transfer interest to real property or to assign a mortgage in the state of Florida.
The correspondence also states that we agreed to elect XXXX XXXX XXXX XXXX XXXX at the origination of the loan as nominee. Your records are incorrect. The loan was originated with XXXX XXXX in XX/XX/XXXX. The assignment of mortgage to XXXX XXXX XXXX XXXX, XXXX occurred in XX/XX/XXXX and was not recorded until XX/XX/XXXX. It was recorded by Aurora Loan Services , XXXX, who did not have a license in the state of Florida and who did not, does not and never did own the note or the mortgage. XXXX XXXX XXXX and XXXX XXXX XXXX did not agree to any assignment of mortgage to XXXX XXXX XXXX XXXX XXXX. The XXXX County land records indicate that Mortgage XXXX XXXX XXXX XXXX XXXX is the SOLE ASSIGNEE AND OWNER OF THE MORTGAGE AND THE NOTE AND THAT THEY ARE THE ONLY PARTY WHO OWNS THE NOTE AND THE MORTGAGE.
There is no true creditor. Pursuant to the FDCPA, Nationstar Mortgage, LLC is a debt collector who is attempting to collect on a debt that does not exist and which has no true creditor. Nationstar Mortgage, LLC acquired the " servicing rights '' from a company ( Aurora Loan Services , LLC ) who did not own the loan and did not have a license in the state of Florida to do business as a mortgage servicer. Aurora Bank XXXX reported that the balance on the alleged loan is zero. In order for Nationstar Mortgage, LLC to collect on the alleged debt, Nationstar Mortgage, LLC would have to have purchased the debt from a seller with the authority to sell it.
The original loan in regard to this property was an XXXX loan. Nationstar Mortgage, LLC a/k/a Mr. Cooper has never paid any XXXX insurance on the account you have on record as XXXX. There is no XXXX insurance and there has not been FHA insurance since 2006. There is no loan. The account number you have on file is a fictitious account number made up by Nationstar Mortgage, XXXX in an attempt to collect on a debt that does not exist. Sending me records of the fictitious account number created by Nationstar Mortgage, LLC showing debits and credits from an account number that is not the original loan number associated with the original mortgage proves nothing. Prove the debt exists.
Furthermore, there is no documentation in regards to a trust associated with my property and the note was endorsed in blank by an unauthorized party using the title " attorney in fact ''. There is no power of attorney. To endorse a note as " attorney in fact '', there has to be a recorded power of attorney with 2 witness signatures, and a notary signature giving the agent power to act for the principle. Fannie Mae selling guide indicates that no endorsement of a promissory note can be delegated to an " attorney in fact ''. NO BANK will accept a promissory note endorsed by an " attorney in fact ''.
The promissory note Mr. Cooper is attempting to collect upon is void due to the unauthorized signature. The mortgage document filed as the original contains a forged signature by the use of color aid.
My mother is dying. She is home hospice and I am her sole care giver. Nationstar Mortgage, LLC a/k/a Mr. Cooper has continued to pursue a debt which does not exist when there is no secured creditor and the mortgage contract was breached by forgery and the note is void. Mr. Cooper has caused me to lose precious time with my family that I can never regain over lies and a fraudulent foreclosure on a debt that does not exist.
Nationstar Mortgage, LLC changed its tarnished name to Mr. Cooper in hopes of gaining the trust of the American people and in an effort for people to relate to the company as a friendly neighbor or common person. You can change your name but you can't change the fact that your company is built upon fraud, forgery, lies, deceit, fraudulent documents and tearing apart the lives of people who don't legally owe you a dime. The truth is coming. Mr. Cooper can't hide behind its name change forever and eventually, karma finds everyone.
Sincerely, XXXX XXXX
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11/01/2019 |
Yes |
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- Struggling to pay mortgage
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Web |
Older American, Servicemember |
My name is XXXX XXXX XXXX, a US citizen at birth, my father is XXXX XXXX XXXX XXXX, was US military veteran with XXXX XXXX. I was rear ended by a driver on the cell phone. Was XXXX and on a XXXX. Took 2 years to recover. I got a settlement and Mr XXXX helped me with recovering uninsured motorist under my own driver insurance and the claim was paid since the lady was driving uninsured. There were about XXXX recovered after bills and XXXX to be able to XXXX XXXX. I applied for XXXX XXXX help and since the local XXXX XXXX did not accept me for my age ( over XXXX ) and because my studies were of foreign origin ( XXXX XXXX XXXX cursed was in XXXX ) so I am out of state temporarily finishing that training as sent by the state of NM. My children live at my house. The bank agreed to a modification and we submitted all the paperwork with the help of XXXX ( who now works at the AG office ) and XXXX. We were missing the quit claim deed that the bank was looking for from the XXXX XXXX in florida to me as requested by the bank. We had no control of the delay in obtaining the quit claim deed first because the ones obligated to the mortgage, XXXX XXXX and XXXX XXXX, had bought and flipped several homes since XXXX that they got a cash out second mortgage on their primary mortgage from XXXX XXXX. When we found them, they agreed to the QCD and we sent it to the mortgage company. The attorneys said they are no longer interested in doing a modification. then is when the problem started. I was volunteering at XXXX XXXX XXXX XXXX in exchange of legal fees to help me with a modification. Meanhwhile, I was not earning a paycheck and was using the money from the proceeds to pay the house and to pay XXXX XXXX about 500 a month or so and it accumulated to about 3000 and he wanted more. One day he appeared in court and asked for withdrawal. I was in XXXX. I did not knwo but the judge allowed him to file a lien for modificaton services. it was around 3500 he isstill billing despite I paid with hours worked at his office. I then came about my settlement and when all the money was gone, ( XXXX minus attorney fees was about 79K, then the attorneys called us for a settlement that we thought was what we were offered, the house free and clear or couple hundred thousand dollars to pay the house off and attorney fees. However, the titl company said that they will use " malicious litigation practices '' so asked for a release of liability. The escrow company that should have about almost 100K since XXXX if it is true that the bank does not have any more money from us, said only has XXXX and at the meeting we were told that if we do not agree to a settlement with XXXX and the title company that we will lose everything. Somehow XXXX stepped out and then my mother 's phone rang, XXXX XXXX, which is NOT the same person as XXXX XXXX, the remodeller in Florida ( LLC ) and said was calling XXXX??? XXXX and XXXX cashed out from XXXX and made the XXXX house almost XXXX loan and the appraisal when we signed the REC at the title company came at XXXX but was sent to us too late so it was paid outside closing and we did not have that information to walk away from the buying and just lose the XXXX I put down to the house. When I bought the house, apparently the XXXX XXXX got paid my first and second check directly because XXXX XXXX XXXX bought the loan or something so the escrow officer was working on changing the numbers in the HUD1 statements to make them match 3 months after closing. We closed on XX/XX/XXXX. And even then there were problems so in XXXX we were asked by the XXXX XXXX to pay an additional lump sum of XXXX or so or lose it all. So we didl. This is the house where I raised my kids hey live it is my house and not just a piece of investment for someone else. When I got the house as it says on the mls was a handyman special and I had to change windows, roof airconditioner, heater, carpet and repair the plumbing. In XXXX XXXX XXXX had us buy certified funds and I went to XXXX XXXX to buy 3 money orders two for the limit XXXX and one for XXXX. the payment at the time. It went up. Because they were hit and the outside drop box was stolen, and we did not get credit for lost funds, we had to go before they closed at 5 and I was working then so I could not meet that deadline, the office was closed. I went the next day on the 2nd of the month and I got a demand letter from a person by the name XXXX XXXX. I called and met with him for the first time. I was told that he is the one who wrote the real estate contract I had at the closing table. I never met him but he said he represented the seller and is their attorney. I did not like it because I would have liked to have soemone looking after our interest and not be in that situation, nobody told us about this. Also I told him I had paid 1 or 2 extra payments at closing because XXXX XXXX, the escrow officer at XXXX XXXX where we closed in XXXX said we can be ahead, and being XXXX XXXX, I did not want to miss anypayments. So we should be paid ahead not late. XXXX XXXX was someone I had closed regular transactions with as a XXXX but I did not have much experience with seller financing. He is an attorney so I felt my interests were looked after, after all we had a close business relationship since I sent many purchases for new financing to him to close. I went to court and XXXX XXXX was there as the XXXXXXXX XXXX ( XXXX XXXX XXXX and XXXX XXXX, husband and wife ) were in florida and did not show My mother XXXX XXXX and I were in court. The judge then ordered us to mediation and the XXXX XXXX paid all court fees and returned some moneys. The escrow company was caught up and no problems they said. I later found out that was not the case because XXXX showed up at the house and told my family that is his house.?? There was a problem about a change in XXXX but the escrow company would not tell me because was " confidential '' /. Was then when I tried to find the XXXX and found out that they flipped properties at least 3 in XXXX and more later and they put the cash into an LLC created just for buying a house cash for the LLC and then giving the house from XXXX XXXX and XXXX XXXX XXXX to XXXX XXXX and XXXX XXXX husband and wife free of charge. If they were destitute as they told us they were in XXXX and they needed to stay in the house 3 extra months from XX/XX/XXXX to XX/XX/XXXX even after closing in XX/XX/XXXX where the property was sold to me, why is that they had money to buy cash all this homes. Anyway, I went to court again and this time they said they want that property to go to foraeclosure, they are sitting in a property valued XXXX and with only a XXXX mortgage by XXXX their partner in business. I was really upset and we went to attorneys and nobody will take the case except for XXXX cash as a retainer. I did not have until I got the settlement from my car accident. the XXXX nor XXXX XXXX nor XXXX XXXX have even been deposed even if I asked my attorneys to do that. they said XXXX can not be touched, XXXX I do not know and the XXXX would not cooperate. Meanwhile every month XXXX XXXX got the almost 1400 payment for a 34 year old house or older in a neighborhood where the house paymens for similar size homes ( which almost all are similar it is a tract house neighborhood ) is around 900-1000 tops. the bank put forced insurance, XXXX forced us to keep our own insurance too, and the payment went in the 1400s and was unbearable. We rented a room in our house to make up for the repairs, and the hike in the mortgage payment. The XXXX XXXX people drafted the payment directly from my mother 's account in the last years because my money run out. My mother has her own house and put her in a difficult position making 2 house paymens but if we don't XXXX XXXX sent us default letters if we are even 1 day late according to them, since we know we are paid ahead. My mother was overwhelmd with stress, and since the escrow company took three payments in XX/XX/XXXX off my mom 's account and wiped her savings, that was almost 4500 in one month, she was even late for her own mortgage and had trouble not to say her credit was ruined. My mother can not work anymore due to her XXXX XXXX. I am out of state on a grant for school with the state of new mexico XXXX XXXX XXXX ( XXXX XXXX XXXX qualified me and being low income ) and my kids are in school and in XXXX and also working to keep paying the house. the attorney went on a cruise with the office when the 3 payments happened so I asked XXXX to help. and the other attorney XXXX wanted XXXX and I told her that the contract is contingent. She said she can not modify the loan for free, and I understand but I did not have any more money to give them. I had given XXXX for costs per the contract and the fees were contingent upon winning the foreclosure. I was the only one under the contract and the attorney wanted t add my mother too, My mother own house payment is around 1300 a month and she gets social security for around 1800 a month since she retired due to medical condition. She used her life savings because the attorney told us that XXXX XXXX convinced the judge XXXX XXXX XXXX that we have not paid the payments and indeed the last payment was XXXX or XXXX my mother did. After that, the attorneys said the money will be in court and we will settle the money to be divided in a W9 for us and you get XXXX from XXXX XXXX and XXXX from title and release them of liability. I asked to XXXX if we get the titles to free as we spoke he agreed. However XXXX the translator/mediator spoke in XXXX to my mother and I was confused because what she was saying was not what we spoke before and after. So I walked out. XXXX said that I may have a XXXX XXXX or check my XXXX because I didnt negotiate a good deal. I said we were offered the house paid off or abut 200K to pay the house and attorneys fees and that attorneys fees were paid by the bank since it is contingent on winning so the losing party pays. XXXX stepped out and then my mothers phone rang. I answered and it ws her talking to my mother, XXXX XXXX as if it was XXXX XXXX. I said this is XXXX XXXX XXXX and is XXXX phone my mother not XXXX ( the investor in Florida who sold us the house ), she apologized and later returned to the meeting There was talk between XXXX ( the attorneys chose her and XXXX told me we do not have a choice on that ) about titles been obtained. I asked XXXX how she did that so quick and she said because I gave the XXXX a XXXX bucks. I assume it was a joke a very bad one. XXXX showed us a piece of paper with item 4 and 5 and any lettering above it was copied with a blank piece of paper so we could not see he working, but we were assured we will get the house paid by delivering titles to us, that is what the REC says too. After all we have paid for over 10 years and at least after XXXX that mr Cooper filed for foreclosure there are at least 98K almost 100 thousand dollars of cash paid and in escrow by XXXX XXXX. That should even pay off th house. When we got the paperwork, it had a lot more pages and numbers of paragraphs but it did not mention anything about the titles, so I called XXXX and he said that he can add paragraphs to it. I demand to see the titles and reminded him of the letter he sen the bank 3 years ago along those lines and with 50 or 60 thousand more of cash we put into the trust account, that should pay off the house already. He said we need to sign as is. and he needs to see that the attorneys get paid. I asked for the contract and it spells contingent and his costs are less than the XXXX that he has in trust from the car accident settlement. He said that XXXX wanted the money for legal fees. I said that is against the contract. I then realized that he negotiated something that will favor all of them in agreement except my mother and I. My mothers money in trust is to buy the house and I think what they wanted to do is to convert the into a settlement to get paid and let the XXXX take title out of recision or what or the bank get it because maybe they made me take title with not good intentions but to quiet the title because if they would have good intentions, they would have done good the first time that they agreed to modification int he map program. The y also did not do good because I verified that the bank did not leave a title to the house free and clear. I guess they all put their heads together to get a release of liability and take the life savings of a retired XXXX and put a family ( me and my children in the street ) release and not even ask for XXXX XXXX XXXX XXXX and the sellers/ mortgagors to appear. XXXX XXXX is NOT obligated to the mortgagors XXXX XXXX and XXXX XXXX XXXX loan. XXXX XXXX nor i can be made liable to amodification we have not seen details of. XXXX XXXX nor i can be subject to obligation to accept a settlement we do not agree with. Alawyer can negotiate but not obligate and definately not put their interestes or how they are paid above the client 's interests. And for us, we are not attorneys and all these attorneys including XXXX the retired judge as we were told theywere 4 attorneys at the table drilling us on accepting something we did not udnerstand. And also I was told my mother needs to sue me because I resold her the house in XXXX ( with the intention of getting financing to pay off the wrapped mortgage ) and we asked XXXX since he represented both of us to do hte complaint against me from my mother that rice insurance ( errors and omissions ) wants to pay on a claim so mom does not have to be destitute at age XXXX. The reason for the giving of my interest of the REC to my mother is because XXXX XXXX XXXX ( that had the loan ) one of the mortgage loan officers in the lousinana branch ( they were there before ) said that the title must match the borrower to refinance the REC but then, but then he told us that we need to let it season a bit longer so that the price go up to what the mortgage amount is. I insisted is XXXX or so and showed him my wrap real estate contract accounting ledger from XXXX XXXX. They said the amounts do not match so I got concerned and asked XXXX for information and they told me I am not listed inthe REC as a party and can not give us informaiton. that is when I started filing complaints in the CFPB and financial institution division but nobody did anything and said the property is upside down, about 9 years after I bought it and paid every month. XXXX XXXX applied the funds to fees, and escrow and interest and not principal I guess. They should not do that because I remember clearly that i was told that in the event that there is a change of servicer, the payment will not change, only who to make the payment too and that is a dollar per dollar wrap. I got title insurance, and they should have given me an amortization schedule. when I inquired about anything nobody answers but they all want a release of liability. I was told that it appears that XXXX kept money on an interest bearing account or they used it to make an IRA business with it as they sell REC payments for exchange of IRA money for people to get a higher interest than having a CD in a bank. W e repaired and kept the home is our home.
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01/28/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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The options given for Step 1 and Step 2 don't exactly describe my issues but here 's a long explanation of everything that has been going on.
This is a dual complaint against Mr. Cooper - their Mortgage Division ( loan # XXXX ) and against XXXX ( Claim Tracking Number : XXXX ) which is one of their subsidiaries. XXXX handles all homeowners claims. Mr. Cooper has too many addresses per se and I didnt know which one to use. I havent dealt directly with them in years. The lawyer representing Mr. Cooper in my modification case is XXXX XXXX and here is his contact information : XXXX XXXX XXXX, XXXX.
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX MA XXXX ( XXXX ) XXXX ( XXXX ) XXXX ( direct ) ( XXXX ) XXXX ( facsimile ) I will provide XXXX XXXX info when I get to that part of the complaint.
I want to clarify that I am not currently represented by an attorney but I would like to be. I was represented for the past five years by XXXX XXXX for the purposes of filing a bankruptcy and negotiating a settlement. Litigation at that point was off the table for financial reasons and because I didnt think XXXX XXXX was invested enough in the case to pull it off. I know it probably wouldve been less stressful ( or not? ) to extend XXXX XXXX representation but without getting into too many details, he made too many mistakes and other than filing the bankruptcy, he didnt do much else. Im still very grateful for his service and support though.
This is my pathetic story. My name is XXXX XXXX. In XXXX, I bought my first home located at XXXX XXXX XXXX in XXXX, MA ( XXXX ) and Ive lived there ever since ; this is my mailing address as well. WIthout any notice, the mortgage companies changed a few times through the years with the last one being NationStar dba Mr. Cooper and thats when my nightmare began.
Back in XXXX, a modification was offered and approved. I successfully completed the trial period and for no reason and without an explanation, they then denied it. I refused to pay the new slightly higher mortgage payments until they honored the modification agreement. Trying to get anybody to speak to me to straighten out the modification issue was impossible. I gave up and when I tried to pay the mortgage payments I had missed, they refused to accept them. Shortly after, I got a foreclosure sale notice in the mail from Mr. Cooper. Mr. Coopers unjustified and unnecessary actions forced me to get legal representation and to file bankruptcy when I shouldnt have had to. Im a teacher and I live paycheck to paycheck and what I had to do to save my house ruined my credit and ruined me financially, which to this day I still havent recovered. The emotional pain and suffering that I have endured since is immeasurable.
Due to the constant stress I was under, I couldnt focus, I was sick often and I was unjustly let go of my job of 17 years as a teacher in the XXXX. Even though the Unemployment Dept reversed my employers decision, the damage was done and it was about to get worse. The unemployment benefits were only a percentage of my salary and I couldnt keep up with Mr. Coopers payment demands. Against everyone 's advice, I withdrew my retirement benefits early to pay for what I owed. Not only did I lose every cent I had saved for my retirement but I lost about {$35000.00} during that transaction due to penalties related to the early withdrawal. I was honest with the Unemployment Division and when I told them that I had withdrawn my retirement benefits, the benefits ceased. I guess they considered my retirement benefits as income. I probably couldve contested their decision but I was too emotionally drained to fight it and in all honesty, they came through for me when I needed it the most so I just let it go. This was the lowest point of my life and Mr. Cooper continued to push but I managed to pay for every cent I owed up to that point and more afterwards ( I have copies of the checks ).
My payments altogether total about $ XXXX. To make matters worse, the $ XXXX went missing ; that money was never credited to my account which Ive come to find out seems to happen a lot with Mr. Cooper XXXX My lawyer even missed that and when I pushed him to question them, Mr. Coopers lawyer admitted to it. While Im very surprised that he admitted to their oversight, I dont buy it. To me, missing one payment may be considered an honest mistake. Missing crediting my account on six different occasions ( or more ) is no different than illegally withdrawing money from borrowers without their consent, one of the many charges Mr. Cooper has been found guilty of. I have no idea where that money is but thats one of the stipulations that need to be clarified in the settlement.
I believe during or shortly after Mr. Coopers big indictment in XXXX, XXXX XXXX approached my lawyer to negotiate a settlement. A whole year went by and nothing happened. XXXX XXXX didnt contact my lawyer and my lawyer didnt follow up to him either until I insisted. My lawyer finally sent XXXX XXXX a short letter on XX/XX/XXXX and XXXX XXXX responded shortly after, on XX/XX/XXXX, saying that he would get back to him soon. And that was almost a month ago? He has already taken another month to reply and before that he took over a year! What can I possibly do at this point? I dont know if taking months, a year to respond is standard procedure in this type of case and/or amongst lawyers but as my level of anxiety keeps rising, I dont know how much longer I can wait. I dont trust Mr. Cooper - Im scared that they will take back what they said they would include in their settlement, and attempt to force me out of my house again. Their MO is so predictable! and they continue acting this way because they know they can get away with it when their accuser '' is somebody like me, a divorced teacher with no legal representation, and no direction.
And thats where Im at with this part of the case. I may be wrong but I dont think their lawyer is going to get back to me any time soon, especially knowing now that Im no longer represented. XXXX XXXX from the DOB suggested I file a complaint through you and I truly hope you can assist me.
Like I said, for years, we have tried to reach an agreement with Mr. Cooper so things can go back to normal but nothing has gotten done, for one reason or another. In order for me to agree to a settlement, Mr. Coopers lawyer would have to 1 ) agree to honor the modification they had agreed on almost five years ago and later withdrew 2 ) pay my former lawyer XXXX XXXX legal fees ( they kind of agreed to that but they don't know the amount ) and XXXX ) offer monetary compensation for my emotional distress. 4 ) He would also have to put in writing that they have waived the mortgage payments in arrears ( he also agreed to that as well but I obviously want him to agree to an amount and put it in writing along with the other conditions ) and 5 ) deposit my $ 33k ( approxly ) into an escrow account or apply it towards my mortgage balance ( as they were supposed to but never did ).
Unfortunately, there is more to complain about. Back on XX/XX/XXXX, my kitchen caught on fire. The kitchen was destroyed and the smoke and soot went all over the house. Ive been living in a hotel since then and its been the opposite of Heaven. Here we are, 9 months later and my house is still not fixed because XXXX, a subsidiary of Mr. Cooper has simply decided to keep the money. Not only they havent released any of the funds but they havent given me an explanation as to why they are doing that either- is that even legal?
The check from the insurance company I received in XXXX to repair my home was made payable to me and Mr. Cooper. Based on their track history of losing money, I didnt want them to have the check. I tried asking them to endorse it so I could keep it but they refused. I tried to figure out other options with XXXX and that didnt work either. When I asked XXXX XXXX for information about where to send the check, he told me to just send it to him and that he would figure out where to send it. I refused and demanded to have in writing the name and contact info of whoever would be handling my case and a description of their claim procedures. I never got any detailed information from XXXX XXXX about their procedures ; all he gave me was the name XXXX and the address and that took months! Assurants addresses are : Regular Mail Overnight Mail Mr. Cooper Mr. Cooper Attn : Loss Drafts Attn : Loss Drafts XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX, OH XXXX XXXX, OH XXXX Ph # XXXX While waiting for some kind of response from XXXX XXXX, the original check from XXXX expired and I had to contact the insurance company to get another check issued. XXXX was not aware that the home repairs had not yet begun and needless to say, they were appalled. Thats when I was notified by XXXX that my ALE benefits that are currently paying for my hotel stay while my house was supposed to be getting repaired will be terminated at the end of XXXX. Since five months had already passed at this point and with the fear of becoming homeless soon, I felt I had no choice but to send the check to XXXX and hope for the best.
On XX/XX/XXXX, I reluctantly forwarded a check in the amount of {$26000.00} to XXXX. As I mentioned earlier, this check was issued by XXXX with the sole purpose of repairing the damages done to my property by the kitchen fire. Along with the aforementioned check, I included the insurance repair estimates, the contractor 's report and a Declaration of Intent to Repair form. As its their usual tactic to delay things, they asked me yet for another Intent to Repair form through their website. I immediately filled it out and submitted it and I still havent heard from them once ; not a letter, not a phone call - nothing. Ive also been checking their useless website for updates and there is nothing there either. Not only it doesnt have an updated status but the information is contradicting and deceitful. In one section, it says Were going to take you to Step 3 : Receive Partial Claim Funds. Then the next screen says : Claim Funds Sent to you but when I scroll down, in smaller print, it says funds not yet sent. Again, no explanations. ( I have pictures of the screens ).
I decided to call their Customer Service Dept and that was another nightmare in itself. One of the many reps I spoke to informed me that none of the Customer Service reps could discuss the case with me because my case is coded LITIGATION. Nobody can discuss the case with you, she said. My own case! She then proceeded to give me a list of generic emails to file complaints about Mr. Cooper to Mr. Cooper ( the links on the website to file a complaint, www.mrcooper.com/legal/complaints, don't even work! I also have the pictures of the error messages. ) When I demanded the name of someone with authority that I could speak to about my case, she simply replied that she had no names to give me. This is all so unfair, so wrong. I have never encountered a situation like this where a company wont inform me of whats going on with my own claim and then tells me that theres nobody I could speak to about the situation!
I tried to explain to the CS rep that there is no litigation '' going on, that Ive been involved in a serious situation with Mr. Coopers Mortgage Division for the past 4+ years about a shady modification offer and an unjustified attempt to foreclose on my home but that we are not battling it in court nor am I being represented by a lawyer. I explained further that negotiations for a settlement with Mr. Coopers legal counsel XXXX XXXX XXXX, XXXX on the mortgage case have begun and that I hoped to reach a final resolution soon, one way or another. My explanations didnt matter ; she just kept saying file a complaint with Mr. Cooper . I cant waste my time with Mr. Cooper aymore so here I am, I decided to file my complaints where they matter and where I may have a chance to get some kind of resolution.
As I mentioned above, my insurance company will no longer pay for my hotel stay after XXXX which means Mr. Cooper is pushing me into homelessness once again. To avoid this from happening, my house would have to be deemed safe and livable for me to move back in and the only way to accomplish that is if the contractor starts working on my house now and finish all major repairs within a very unrealistic short amount of time and with non-existent building materials or appliances as I havent been able to order any of them. And thats if he is available to work. He has been waiting to start this project since I got the first check back in XXXX. Being aware of the situation and Mr. Cooper 's reputation, my contractor will not do any work until I can confirm that the entire {$26000.00} is available to him and that there will be no more issues if and when additional funds are needed. And the same goes for any contractor in the area.
Without that money, my house wont get repaired - plain and simple. And their unjustified and intentional delays have not only affected everybody involved but the condition of my home continues to deteriorate as its still covered with smoke residue and soot. At this point, when so much time has passed and nothing has gotten done, a partial disbursement or half of the funds now and the second half later is not acceptable. The entire amount is needed now to complete all the major repairs at once and as fast as possible. ( 6 ) They also need to have the LITIGATION code removed from my claim case immediately. ( 7 ) This is something Im sure Mr. Coopers lawyer could request but Im even more sure that it wont happen unless somebody with more knowledge and power intervenes on my behalf.
Because of the pending settlement negotiations, I have taken a closer look at my case and I was really embarrassed because Mr. Coopers deceptions were very obvious from the beginning and a more aggressive approach shouldve been taken. I started doing my research and thats when I realized that what Ive experienced with Mr. Cooper, thousands of consumers have gone through it as well : the shady modification offers, unjustified foreclosures, repetitive requests for the same information, lost documents/payments, among other unfair and deceptive practices. To their long list, I can add failure to communicate ( a year+ on one case and 60 days on the other ) and misappropriation of funds, for wrongfully keeping the insurance funds that I need to repair my home. I hope you can help me put an end to this nightmare once and for all! I would be eternally grateful!
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07/14/2023 |
Yes |
- Debt collection
- Mortgage debt
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- Attempts to collect debt not owed
- Debt was paid
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Web |
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This complaint is concerning the joint actions of individuals to exploit a single financial contract originated in XXXX by XXXX XXXX Bank XXXX recorded and identified as # XXXX in XXXX XXXX XXXX XXXX of the XXXX XXXX Georgia XXXX XXXX XXXX These individuals and entities deliberately ignore the multiple ways this transaction is completely void and uncollectible.
Without rehashing the 17 year history of fraud and exploitation linked to this one single transaction that can and has been tracked and documented, I will state the key points that make the identified transaction void and uncollectible.
Conformation of Rescission received at XXXX on XX/XX/XXXX This transaction has been fully paid multiple times.
At no time has any servicer or representative sent a letter or request for payment on loan # XXXX, yet this is the deed being presented as being in default.
-Seterus demanded payment on loan # XXXX Seterus was made to surrender their mort. License for their fraudulent mortgage servicing files and practices.
-Nationstar d/b/a Mr. Cooper demanded payment on loan XXXX XXXX Mr. Cooper is currently under consent orders again for a list of indiscretions too long to list, all mortgage related.
XXXX XXXX sent letters demanding payment on loan # XXXX First, the identified transaction # XXXX was lawfully rescinded XX/XX/XXXX XXXXXXXX XXXX ( per Georgia and Federal law ) confirmation of delivery retained and all parties involved in this scheme have full knowledge of this fact. Transaction # XXXX was but 1 of 2 transactions rescinded to terminate the failed agreement with XXXX in XXXX. Notice is all that was required with XXXX in XXXX to terminate the contracts. Tila Rescission is a statutory law to provide a private, non-judicial process to rescind mortgage loans. This is no secret to those addressed in this complaint.
Rescission may create a controversy and in this case XXXX could have filed suit to have a court settle any alleged controversy in XXXX, but XXXX did not.
Secondly, The Security Deed and related NOTE identified by transaction # XXXX recorded XX/XX/XXXX in XXXX XXXXXXXX XXXX XXXX has been fully and legally satisfied by payment being received and applied to the transaction on XX/XX/XXXX in the amount of {$130000.00} ( {$130000.00} in Principal and {$4100.00} interest ) leaving NO remainder. In XXXX Foreclosure states servicers have no fear of ignoring the statutory law of rescission. Payments become extortion, if you don't pay, they foreclose.
The transaction history sheet of loan # XXXX from XXXX has been provided to Seterus, Nationstar d/b/a Mr. Cooper, and the law offices of XXXX XXXX XXXX XXXX as they presented themselves to be representing XXXX XXXX, the servicer of a trust by the name of XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Tracing the most recent bogus chains of title we start with the fabrications of Seterus Inc. with the aid of XXXX. Seterus presents as a servicer for XXXX XXXX and demands that I pay on Loan # XXXX. Immediately, I got successive letters from Seterus denying a request that I never made, because I had no affiliation at all with Seterus. I asked Seterus to verify this debt and loan # XXXX they were demanding payment for and they sent a copy of the deed recorded and identified as Loan # XXXX, which is the deed and note I have record of as being fully paid.
After 10 years of refusing to file the cancellation of # XXXX XXXX records two successive assignments to facilitate the attempted theft of my property by Seterus Inc as the servicer for XXXX XXXX
Unfortunately, transaction # XXXX with all of its flaws and fabrications was bundled and sold to XXXX as a whole loan transaction XX/XX/XXXX. The absence of transparency in the mortgage industry hid the knowledge of XXXX having purchased the bogus transaction from me until about XXXX. Once I was aware of XXXX involvement from that point forward I maintained direct dialogue with XXXX to gain information pertaining to what took place with the transaction. This is reason # 1 why XXXX did not acquire this transaction through its purchase of some of XXXX assets. XXXX was kind enough to send written confirmation of their purchase date and at most XXXX would have only been a servicer if the contracts had not been rescinded.
My primary work was with the Treasury ( IRS ) since the XXXX and during the early and mid XXXX I was also a licensed Georgia Realtor and working as XXXX on a team tasked with addressing the concerns of laws enacted to shore up the housing market and the economy. XXXX XXXX XXXX XXXX had a limited POA that was no longer valid when XXXX filed those unlawful claims of ownership that contradict XXXX claim of ownership of transaction # XXXX.
XXXX direct became the only reliable source of information pertaining to transaction # XXXX and its true history. I requested the complete loan file to audit and was shocked at the ridiculous information that was submitted on the loan application and that was supposed to have been completed by me and obviously was not.
I knew the information from Seterus Inc was absolutely false. However, I needed current confirmation of no balance owed to XXXX XXXX since Seterus Inc. says in their correspondence that they are collecting on behalf of XXXX XXXX The loan was unknown to me and unrecorded.
XXXX XXXX was kind enough to research not only the XXXX account number and XXXX recorded number ( XXXX ) that was associated with the aforementioned Deed in question, they also searched for the alleged loan number of Seterus Inc. ( # XXXX XXXX and there was nothing to be found. Then we requested a search using the property address and no debts of any kind related to the property address of XXXX XXXX XXXX XXXX XXXX GA XXXX were found. XXXX XXXX stated and confirmed they had no interest in my property. I provided a very long list of correspondence and contacts from prior years that contradicted what Seterus Inc. was claiming to support my claims of wrongdoing being done in the name of the XXXX and a XXXX supervisor was quite willing to assist me.
The harm of Seterus Inc. and others creating loan numbers at will, can be found in many cases and not just mine. For example, a case was presented to me where another Georgia family was threatened to be taken to the courthouse steps three times while Seterus Inc. was acting as a servicer for XXXX. The recorded deed and note were full paid. The Court ordered the filing of the cancellation of the Deed. Yet, the family was driven to court multiple times thereafter to put a stop to the sale of their home by foreclosure.
These so called servicers were represented by law firms acting as debt collectors. None of these alleged loan numbers have a loan file to support them nor can it be reasonably assumed that the bogus loan numbers are cross referenced with the actual recorded deed or account as all accounts would reflect the full paid status.
I have spent more than 25 years working with cross referenced systems. Servicing accounts is not the goal evident here, rather the liquidation of assets is what is in view.
There is no due diligence and the parties already are aware of the non-viability of most of these transactions.
Seterus Inc. knowingly participated in filing false documents against my property attempting to defraud by misrepresenting that they were acting on behalf of XXXX which XXXX denied.
Nationstar Mortgage d/b/a as Mr. Cooper mails me letters stating that the servicing of the loan ( I did not have ) with Seterus Inc. has now been transferred to Mr. Cooper to collect for XXXX XXXX. Then Mr. Cooper demands payment on loan number # XXXX. Another loan number and another misrepresentation of collecting for XXXX XXXX. During the pandemic and after documentation had been sent to Mr. Cooper this company tried to list my property for sale on a non-public online foreclosure auction site and a realtor did not find any other public notice of the sale. I was in the hospital and a law firm was participating in that scheme XXXX XXXX XXXX Mr. Cooper conspired and did cause to be filed in the XXXX XXXX Ga XXXX XXXX XXXX false documents. I provided documentation to Mr. Cooper more than once and they were to verify and contact me back and the next thing I get is a letter from XXXX
XXXX XXXX sent a letter through the mail stating that the servicing of the loan that Mr. Cooper 's claim for XXXX was now transferred to XXXX XXXX. Then a week or so later I was informed the alleged loan was now owned by XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX.
XXXX XXXX presents themselves to be the servicer for XXXX XXXX XXXXXXXX XXXXXXXX XXXX XXXXXXXX XXXX XXXX. XXXX further claims the XXXX they are servicing purchased loan number # XXXX from Mr. Cooper. The loan that Mr. Cooper claimed to be servicing for XXXX XXXX that XXXX has no knowledge of. XXXX XXXX is sending letters now demanding payment on XXXX # XXXX. There are no recorded transactions linked with that number either.
Multiple times have I furnished the same information to XXXX as I have with the other listed above. I have been promised call backs and none are received. I have been given the name and title of specific individuals who are to receive the information only to find out when I call back for a status that no one knows the individuals and the specialized department is apparently fictitious. XXXX XXXX is the name on a form letter and she is supposed to be a member of XXXX XXXX XXXX XXXX. The contact number for this person goes to an individual that may have been at home and had never heard of the XXXX XXXX Team. Then there is the XXXX XXXX the Ombudsman that no one knows and another fake position no representative is aware of. The representatives state quite freely that they buy mortgages in bulk and they can not verify the transactions and that they dont have too.
XXXX XXXX letters state that they are a debt collector and they do not verify the debts although due diligence is a requirement, but most certainly when it is brought to their attention that there is an error they should make the effort.
XXXX XXXX engaged the law firm of XXXX XXXX XXXX XXXX to aid them in foreclosing on my property.
XXXX XXXX had me following endless trails to nowhere waiting for the information to get in specialized hands that apparently could not be found. This began with XXXX in XXXX. While XXXX had me pursuing and waiting for ghosts, XXXX hired XXXX XXXX XXXX XXXX to liquidate by foreclosure.
I had a family member that XXXX XXXX XXXX XXXXXXXX went into hospice and died shortly thereafter. The week following the funeral and still no response from XXXX, I took documented proof directly to the offices of XXXX XXXX XXXX XXXX at the direction of XXXX XXXX. We recorded what was in the envelope and delivered it directly to the law office hired by XXXX. When I entered their office they authenticated my identity and asked for the last four digits of my SSN. The staff was quite welcoming until I stated the error that was about to take place and that their client was not responding to information that had been provided.
XXXX XXXX XXXX XXXX told me they can not accept any information from me in their office, however their debt collection letter to me stated no specific process. I was told I would have to send documents by fax or email to a specialized team. This person has authenticated my identity and understands that her law office is planning to foreclose on my paid for home in the matter of less than a week. Why did the person not forward the documents to the appropriate person or team within her law firm? She verified my identity.
Having no options other than another potential runaround and delay. I left the information with their office that verified no balance and the fact that transaction # XXXX was rescinded in XXXX and I know that the law office of XXXX XXXX XXXX XXXX knows the statutory law of TILA Rescission. This file was left in their office at XXXX XXXX XXXX XXXX, GA XXXX on XX/XX/XXXX approximately XXXX XXXX after a 20+ minute visit and was also emailed to said specialized team.
XX/XX/XXXX XXXX XXXX XXXX XXXX conducted a public auction on the XXXX XXXX courthouse steps late in the afternoon, hours after a morning auction by XXXX wherein they had another property auctioned off. Someone would show up at my home XX/XX/XXXX with a notice to post on my home dated the day of the sale XX/XX/XXXX. This young man stated he worked for the company XXXX XXXX XXXX XXXX XXXX XXXX ) that purchased my home for foreclosure. I informed him that was not possible because there was no balance owed on my home and that there is an error and he stated that XXXX XXXX will rescind as it happens quite a bit and that his employer would get their money back. Although, the young man stated that there was no foreclosure deed filed or provided he was attempting to post something on my door.
XXXX XXXX XXXX XXXX failed in due diligence to verify the alleged debt.
Conclusions XXXX XXXX mailed me letters demanding payment on Loan # XXXX XXXX claims trust purchased loan from Nationstar d/b/a Mr. Cooper Mr. Cooper mailed me letters demanding payment on loan # XXXX as Servicer for XXXX Mr. Cooper mailed letters stating service transferred from XXXX XXXX on behalf XXXX XXXX XXXX XXXX mails me letters demanding payment on loan # XXXX as Servicer on behalf of XXXX None of these loans have I entered into.
XXXX extorted over {$210000.00} out of me. XXXX has a very long history of complaints of people waiting for and petitioning congressional reps about delaying and refusing to file cancellations of deeds in county records, most especially those tied to suites and settlements.
I have not read a single deed or note that stipulates that the homeowner agrees to pay additional or any amount towards an unknown unrecorded account.
Not one alleged servicer, alleged owner, or attorney has sent a letter requesting payment on the only recorded loan # XXXX. They are aware that it is uncollectible having been rescinded and more than fully paid. XXXX XXXX even stated they could not accept a payment with loan # XXXX on it.
There is no possibility of a default on loan # XXXX if no one has requested a payment on that loan Power of sale clause in a deed that is not in default can not be exercised.
How is this any different than XXXX XXXX creating accounts without the knowledge of their customers and transferring funds to accounts without customers knowledge?
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10/17/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Trying to communicate with the company to fix an issue while managing or servicing your loan
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Web |
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RightPath Servicing has received numerous Notices of Error ( 16 ), this being the 17th notice via the CFPB portal and have refused to correct the errors, claiming no such errors occurred. RightPath Servicing seems to be under the impression that condominium insurance, providing coverage within the boundaries of the unit, can not exist without the words walls in and betterments and improvements, although neither of these terms are a requirement of XXXX XXXX or the CFPB, to meet the standard of proof of required coverage. Proof of the required unit interior insurance coverage has been provided to RightPath Servicing on multiple occasions.
The Declaration for the condominium property ( XXXX XXXX XXXX ) clearly explains the master insurance policy covers interior replacement cost for the entire condominium ( 100 % ), and states in the DECLARATION OF CONDOMINIUM FOR XXXX XXXXXXXX XXXX Section 14 INSURANCE ( 14.2a ) - The Association shall maintain insurance covering the following : Casualty - The Building including all fixtures, installations or additions comprising that part of the Building within the boundaries of the Units and required by the Act to be insured under the Associations policy ( ies ).
This can also be described as all walls coverage. The condominium Association has never failed to provide the required coverage.
The language found within the insurance policy provided to RightPath Servicing states : A. Coverage We will pay for direct physical loss of or damage to Covered Property at the premises described in the Declarations caused by or resulting from any Covered Cause of Loss.
1. Covered Property Covered Property, as used in this Coverage Part, means the type of property described in this Section, A.1., and limited in A.2., Property Not Covered, if a Limit of Insurance is shown in the Declarations for that type of property.
a. Building, meaning the building or structure described in the Declarations, including : ( b ) Materials, equipment, supplies, and temporary structures, on or within 100 feet of the described premises, used for making additions, alterations or repairs to the building or structure ; and ( 6 ) Any of the following types of property contained within a unit, regardless of ownership, if your Condominium Association Agreement requires you to insure it : ( a ) Fixtures, improvements and alterations that are a part of the building or structure ; and ( b ) Appliances, such as those used for refrigerating, ventilating, cooking, dishwashing, laundering, security or housekeeping.
But Building does not include personal property owned by, used by or in the care, custody or control of a unit-owner except for personal property listed in Paragraph A.1.a. ( 6 ) above.
Your Business Personal Property located in or on the structure described in the Declarations or in the open ( or in a vehicle ) within 100 feet of the described premises, consisting of the following : ( 1 ) Personal property owned by you or owned indivisibly by all unit-owners ; ( 2 ) Your interest in the labor, materials or services furnished or arranged by you on personal property of others ; and ( 3 ) Leased personal property for which you have a contractual responsibility to insure, unless otherwise provided for under Personal Property Of Others.
XXXX Page 1 of 15 ( 1 ) Completed additions ; ( 2 ) Fixtures, outside of including outdoor fixtures ; ( 3 ) Permanently installed : ( a ) Machinery and ( b ) Equipment ; individual units, ( 4 ) Personal property owned by you that is used to maintain or service the building or structure or its premises, including : ( a ) Fire extinguishing equipment ; ( b ) Outdoor furniture; ( c ) Floor coverings ; and ( d ) Appliances used for refrigerating, ventilating, cooking, dishwashing or laundering that are not contained within individual units ; ( 5 ) If not covered by other insurance : b. ( a ) Additions under construction, alterations and repairs to the building or structure ; But Your Business Personal Property does not include personal property owned only by a unit-owner Property Not Covered Covered Property does not include : n. Electronic data, except as provided under Additional Coverages, Electronic Data XXXX Electronic data means information, facts or computer programs stored as or on, created or used on, or transmitted to or from computer software ( including systems and applications software ), on hard or floppy disks, CD-ROMs, tapes, drives, cells, data processing devices or any other repositories of computer software which are used with electronically controlled equipment. The term computer programs, referred to in the foregoing description of electronic data, means a set of related electronic instructions which direct the operations and functions of a computer or device connected to it, which enable the computer or device to receive, process, store, retrieve or send data. This paragraph, n. does not apply to electronic data which is integrated in and operates or controls the building 's elevator, lighting, heating, ventilation, air conditioning or security system ; o. The cost to replace or restore the information on valuable papers and records, including those which exist as electronic data. Valuable papers and records include butare not limited to proprietary information, books of account, deeds, manuscripts, abstracts, drawings and card index systems. Refer to the Coverage Extension for Valuable Papers And Records ( Other Than Electronic Data ) for limited coverage for valuable papers and records other than those which exist as electronic data ; p. Vehicles or self-propelled machines ( including aircraft or watercraft ) that : ( 1 ) Are licensed for use on public roads ; or ( 2 ) Are operated principally away from the described premises.
This paragraph does not apply to : ( a ) Vehicles or self-propelled machines or autos you manufacture or warehouse ; ( b ) Vehicles or self-propelled machines, other than autos, you hold for sale ; ( c ) Rowboats or canoes out of water at the described premises ; or ( d ) Trailers, but only to the extent provided for in the Coverage Extensionfor Non-Owned Detached Trailers ; or CP 00 17 10 12 Page 2 of 15 a.
b.
c. d.
e. f. g.
h.
i.
j. k.
l. m.
Accounts, bills, currency, food stamps or other evidences of debt, money, notes or securities. Lottery tickets held for sale are not securities ; Animals, unless owned by others and boarded by you ; Automobiles held for sale ; Bridges, roadways, walks, patios or other paved surfaces ; Contraband, or property in the course of illegal transportation or trade ; The cost of excavations, grading, backfilling or filling ; Foundations of buildings, structures, machinery or boilers if their foundations are below : ( 1 ) The lowest basement floor ; or ( 2 ) The surface of the ground, if there is no basement ; Land ( including land on which the property is located ), water, growing crops or lawns ( other than lawns which are part of a vegetated roof ) ; Personal property while airborne or waterborne ; Bulkheads, pilings, piers, wharves or docks ; Property that is covered under this or any other policy in which it is more specifically described, except for the excess of the amount due ( whether you can collect on it or not ) from that other insurance ; Retaining walls that are not part of a building ; Undergroundpipes, fluesordrains ; q. The following property while outside of buildings : ( 1 ) Grain, hay, straw or other crops ; ( 2 ) Fences, radio or television antennas ( including satellite dishes ) and their lead-in wiring, masts or towers, trees, shrubs or plants ( other than trees, shrubs or plants which are " stock '' or are part of a vegetated roof ), all except as provided in the Coverage Extensions.
XXXX XXXX Servicer Guide - 4703.2c clearly states : Condominiums - The Project Documents will define the insurance requirements for the homeowners association and the individual unit owner in a Condominium Project, including a Detached Condominium Project and a 2- to 4-Unit Condominium Project. The insurance requirements will define the extent to which the homeowners association will insure the individual units and the unit owner responsibility for individual insurance.
There are two acceptable options for unit coverage depending on what the governing documents indicate : * The condominium homeowners association must insure the building and structures in the Condominium Project as well as fixtures, machinery, equipment and supplies maintained for the service of the Condominium Project. To the extent required the homeowners association must also insure fixtures, improvements, alterations and equipment within the individual Condominium Units, regardless of ownership. To the extent the condominium homeowners associations policy does not cover the interior of the Condominium Unit or the improvements to the Condominium Unit, the Borrower must maintain an HO-6 unit owner policy. Coverage for the HO-6 unit owner policy must be sufficient to repair the Condominium Unit to at least its condition prior to the claim.
A policy with a coinsurance clause, and inclusion of an agreed amount endorsement or selection of the agreed value option ( which waives the requirement for coinsurance ) is considered acceptable evidence that the 100 % replacement cost requirement has been met.
The coverage provided in the Owl Pointe HOA Master Policy exceeds the requirement for walls in coverage, or HO-6 insurance as claimed by RightPath Servicing . All Inclusive coverage and inclusion of a coinsurance clause exceeds RightPath Servicings request for walls in and betterments and improvements coverage.
Even if HO-6 insurance had been required, RightPath Servicing failed to state the need for interior coverage or HO-6 insurance in their first and second notices dated XX/XX/XXXX and XX/XX/XXXX. RightPath Servicing states hazard insurance although hazard insurance is not referenced in the XXXX XXXX XXXXervicer Guide 4703.2c, the guide RightPath Servicing referred me to for clarification. In fact, the word hazard can not be found anywhere in XXXX but HO-6 is referenced nine ( 9 ) times.
In a letter dated XX/XX/XXXX RightPath Servicing states : Some homeowners associations include HO-6 in their condominium master policy. If they do, it is not required. It is required only when it is not included in the mater ( master ) policy.
RightPath Servicing incorrectly claims that homeowners associations may include HO-6 in their master policy.
If a homeowners association provides insurance for the interior of a condominium unit it would not be referred to as HO-6 insurance, rather, the master policy would simply describe the coverage of the unit to include all fixtures, installations or additions within the boundaries of the units. Whether or not improvements within the boundaries of the unit are covered may also be stated but seems to be avoided as improvements is subjective.
RightPath Servicing has claimed that XXXX XXXX requires me to carry HO-6 insurance and bases this claim on the XXXX XXXX Servicer Guide - 4703.2c, of which they referred me to in order to substantiate their claim. RightPath Servicing ignores the language regarding WHEN a HO-6 policy shall be required, XXXX XXXX Servicer Guide 4703.2 ( c ) states : To the extent the condominium homeowners associations policy does not cover the interior of the Condominium Unit or the improvements to the Condominium Unit, the Borrower must maintain an HO-6 unit owner policy . Coverage for the HO-6 unit owner policy must be sufficient to repair the Condominium Unit to at least its condition prior to the claim.
At no time does the language in 4703.2 ( c ) imply that the term HO-6 ( coverage ) could or may be found within a homeowners associations master policy.
HO-6 insurance provides unique coverages and can be designed by each purchaser based on an individuals personal needs. HO-6 insurance is only available to an individual unit owner and not the association as a whole. In addition, the terms, as walls and/or betterments and improvements are not found in 4703.2 ( c ) as required language necessary to prove insurance coverage within the boundaries of the unit or interior, as claimed by RightPath Servicing .
RightPath Servicing refuses to acknowledge the fact that the insurance coverage provided by me, the borrower, showing interior coverage and including a coinsurance clause in the master policy IS coverage for the interior of the unit and 100 % RC, Replacement Cost, has been met.
RightPath Servicing has not stated any other reason they believe the interior insurance coverage I have provided does not satisfy this requirement, other than claiming XXXX XXXX requires an HO-6 policy if the declarations of the association state they do not cover the boundaries within the unit and the condominium associations master policy doesnt include the words walls in and betterments and improvements.
This position is beyond negligence.
No improvements or upgrades have been made to the unit that would not be covered by the master policy.
I have never been required to carry HO-6 insurance and had never heard of HO-6 insurance until this issue.
The repeated refusal to correct the error, or explain why the provided insurance coverage is not sufficient can only be understood to be a deliberate act of bad faith. This has now caused me to contact a law firm for representation.
In addition to acting in bad faith, RightPath Servicing has severely damaged my credit by reporting negatively to credit bureaus although notices of error are existing, preventing RightPath Servicing from reporting for at least 60 days.
CFPB - 1024.35 ( h ) ( i ) Effect on servicer remedies ( 1 ) Adverse information. After receipt of a notice of error, a servicer may not, for 60 days, furnish adverse information to any consumer reporting agency regarding any payment that is the subject of the notice of error.
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08/26/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Older American |
XX/XX/2021 XXXX V. NATIONSTAR MORTGAGE LLC, d/b/a Mr. Cooper complaint prepared by XXXX XXXX, XXXX. for the Consumer Financial Protection Bureau ( CFPB ).
Let me start by introducing you to Nationstar Mortgage LLC, d/b/a Mr. Cooper ; a predatory, destructive, misanthropic organization that has destroyed the lives of countless borrowers who have had the misfortune of having their mortgage loans serviced by this rogue company. The following URL links to one of the hundreds, perhaps thousands of online sites showing the pain, suffering, and damage being caused by Nationstar Mortgage LLC, d/b/a Mr. Cooper : XXXX : XXXX In my opinion, Nationstar Mortgage LLC , d/b/a Mr. Cooper requires strict regulatory oversight and investigation by the CFPB.
Now, my complaint : ISSUE # 1 : I have been attempting to discuss my post-forbearance options with the Nationstar Mortgage LLC, d/b/a Mr. Cooper. I am XXXX years old, and I dont want to lose my house. It has been my understanding that XXXX ( I have a XXXX XXXX loan ) has directed the servicers of its loans, such as Nationstar Mortgage LLC, d/b/a Mr. Cooper, to provide a range of post-forbearance options so that borrowers have a meaningful opportunity to explore ways to avoid post-forbearance foreclosure.
Unfortunately, Nationstar Mortgage LLC, d/b/a Mr. Cooper hasnt gotten the memo about all of the different post forbearance programs that XXXX has worked so hard to set up for its mortgage loan servicers and, in my opinion, is operating a highly suspect, potentially illegal mortgage loan servicing operation that they are attempting to hide by what appears to be an attempt to insulate their Dedicated Loan Specialists from regulatory and law enforcement scrutiny.
Because time is of the essence and I want to determine my post forbearance options so I can take the appropriate action to save my home from foreclosure, on XX/XX/2021 I sent an e-mail message to Mr. Cooper to determine the post-foreclosure options available to me.
In response to my message seeking post forbearance mortgage remediation, Nationstar Mortgage LLC, d/b/a Mr. Coopers Associate General Counsel, XXXX XXXX XXXX replied ( in pertinent part ) : ..Mr. XXXX, XXXX We show that your Pandemic Forbearance has been extended until XX/XX/2021 as you stated. Are you looking for what options are available to you upon the Forbearance plan lapsed? If so, the options available per the investor are : Payment deferral up to 18 months to the end of the loan Pandemic flex modification, if we can reduce the current payment as per XXXX guidelines After receiving Ms. XXXX e-mail message stating that there were only 2 post forbearance options available to me, I didnt think that Ms. XXXX was providing me with all of the forbearance options available to me. I continued my inquiry to determine if there were additional post forbearance options available to me. On XX/XX/2021, in response to my further inquiry, Mr. Coopers Associate General Counsel, XXXX XXXX XXXX responded by confirming her earlier message telling me that there were only XXXX post forbearance options available to me when she wrote ( in pertinent part ) : Good morning, Your options have been provided XXXX XXXX XXXX VP, Associate General Counsel XXXX XXXX XXXX XXXX.
XXXX, TX XXXX ( O ) XXXX Ms. XXXX is a Member of the XXXX XXXX and the Vice President, General Counsel for Nationstar Mortgage LLC, d/b/a Mr. Cooper. As such, she is expected to have expert-level knowledge about the post forbearance programs available to Mr. Cooper customers and should also act in conformity with the spirit and intent of the CARES ACT and the post forbearance options made available to XXXX XXXX borrowers in forbearance. It is my opinion that by refusing to provide me with all of the post mortgage forbearance options that are available to me and by stating that I was only entitled to the two post forbearance options she presented, Ms. XXXX engaged in a material misrepresentation of the facts and violated her duty as an attorney, to be honest, and truthful in her dealings with the customers of the company she represents. It is also my belief that, by lying to me about my post forbearance mortgage options, Ms. XXXX violated the public trust as well as the spirit, intent, and letter of the CARES ACT and the Real Estate Settlement Procedures Act ( RESPA ), Regulation X. ( 12 CFR Part 1024 ) Federal Register /Vol. 86, No. 123 /Wednesday, XX/XX/2021 /Rules and Regulations.
I did some research before preparing this complaint against Mr. Cooper and Ms. XXXX. Because I have a XXXX XXXX loan, I went to the XXXX XXXX single home website at : XXXX XXXX XXXXXXXX where XXXX XXXX presented a Single-Family article titled : Options after a forbearance plan or resolved COVID-19 hardship.
What options are available after a mortgage forbearance plan?
This article presented 5 post forbearance loan options supposedly available from XXXX XXXX loan servicing companies such as Nationstar Mortgage LLC, d/b/a Mr. Cooper.
I also read the Bureau of Consumer Financial Protection Bureau 's updated, Protections for Borrowers Affected by the COVID-19 Emergency Under the Real Estate Settlement Procedures Act ( RESPA ), Regulation X. ( 12 CFR Part 1024 ) Federal Register /Vol. 86, No. 123 /Wednesday, XX/XX/2021 /Rules and Regulations. This document makes it quite clear that the intent of the Bureau of Consumer Financial Protections efforts concerning post-forbearance mortgage settlements is to keep homeowners in their homes. Both XXXX and the Bureau of Consumer Financial Protection have worked very hard to make it relatively easy for mortgage servicers to find solutions to help homeowners coming out of forbearance avoid foreclosure and stay in their homes.
ISSUE # 2 : I have been attempting to set up a line of communication, using e-mail, with the Dedicated Loan Specialist at Mr. Cooper whom I have been told is my only path to obtaining a post forbearance remedy.
This is the methodology that Mr. Cooper uses to isolate Mr. Coopers customers desperately seeking post-forbearance relief. In my opinion, based upon my ongoing dealings with Mr. Cooper, these insulated Dedicated Loan Specialists are being used to mislead borrowers seeking post forbearance remedies and limiting the options that are available to them in an attempt to force borrowers seeking post-forbearance remedies to accept a post-forbearance solution that may or may not relieve the customers financial and personal pain and suffering but will almost always result in Mr. Cooper profiting from the borrowers pain and suffering.
Mr. Cooper has been refusing to provide me with an e-mail address so that I can open a dialogue with their Dedicated loan Specialist that includes a written record of our post-forbearance discussions. I have explained to Mr. Cooper that I want to use e-mail to discuss my post forbearance options and obtain the documents because I want to have a written record of our discussions.
In my opinion, this is necessary because Mr. Cooper appears to have a reputation for cheating, misleading, and preying upon borrowers. By requiring Mr. Coopers Dedicated Loan Specialist to reduce what they have to say to writing, will create an easily accessed permanent record of my post forbearance discussions with the Mr. Cooper Dedicated Loan Specialist if I need to seek regulatory assistance and if regulatory oversight and intervention becomes necessary, eliminate any possible misunderstandings, speed up the process, and inhibit any suspect behavior from occurring. By requiring Mr. Coopers Dedicated Loan Consultant to reduce their comments and negotiations to writing, this will also create a permanent record that can be used if litigation becomes necessary.
Based upon my previous dealings with Mr. Cooper and the hundreds, perhaps thousands of comments that I have read about Mr. Coopers predatory, dishonest practices, I am very concerned that I might lose my house due to the predatory nature of this company.
During the past several months, I have made many requests for the e-mail address of the Mr. Cooper Dedicated Loan Specialist, assigned to my account. After revisiting this matter for more than a month and receiving evasive messages from Mr. Cooper employees, that never ended with my receiving an e-mail address for Mr. Coopers Dedicated Loan Specialist, I finally received an answer from Mr. Coopers Vice President, Associate General Counsel. XXXX XXXX XXXX. In her XX/XX/2021 e-mail message to me, XXXX XXXX stated : We are not required to provide you with an e-mail address for a Dedicated Loan specialist ( CA Civil Code sections 2923.55, 2924.9, and Continuity of contact requirements under 12 CFR 1024.40 ). We are required to provide you with the name and phone number, which you already have. Her name is XXXX XXXX and she can be reached at XXXX. Our records show that XXXX is the investor on your loan and therefore the loan options available are dictated by their requirements.
It appears that Ms. XXXX was throwing these red-herring state and Federal Codes at me in an attempt to muddy the proverbial waters with these State of California and Federal Code sections that do not support her argument against providing me with the e-mail address of the Dedicated Loan Specialist that Mr. Cooper requires me to conduct my negotiations about my post forbearance remedies with. Not one of the three State of California or Federal Code sections presented by Ms. XXXX to support her refusal to provide me with the e-mail address of the Dedicated Loan Specialist discusses or refers to online communications between a borrower and a lender.
On XX/XX/2021, after receiving a reply from me to her red-herring message stating that I was not satisfied with her response and intended to continue pursuing the e-mail message matter, Mr. XXXX Associate General Counsel XXXX stated that she was not sure what else I would like in writing or why this is an issue and that Mr. Cooper records all calls so records exist. She still didnt provide me with the e-mail address of the Mr. Cooper, Dedicated Loan Specialist.
In my reply to Ms. XXXX, I told her that Mr. Cooper having sole possession of the phone conversations between myself and the Dedicated Loan Specialist, doesnt provide me with a copy of the phone conversations. Also, by having a written record of communications between myself and the Mr. Cooper Dedicated Loan Specialist, I have immediate access to an exact record of the discussions in case I need to file a complaint with a State of California or Federal regulatory agency against Mr. Cooper.
During my e-mail exchange with Ms. XXXX, she refused to provide me with Mr. Coopers forbearance policies or procedures without subpoena or discovery request. This is an important fact because it shows that if I did not have an e-mail message record of my post forbearance discussions there would only be a recording of the calls between myself and Mr. Cooper that were only in Mr. Coopers possession. Mr. Cooper would refuse to make these recordings of my conversations with Mr. Coopers Dedicated Loan Specialist available to me unless I did so with a subpoena or discovery request. In addition, there is no way to ensure that a company like Mr. Cooper, with a reputation for engaging in predatory, consumer-unfriendly practices, would not tamper with or destroy said recordings of the telephone conversations between myself and Mr. Cooper 's Dedicated Loan Specialist. Therefore, it is imperative for me to be able to discuss something as important as post-forbearance discussion using e-mail so that I have a permanent record of the discussions and to reduce the probability that the Mr. Cooper Dedicated Loan Specialist will engage in any type of unethical or even illegal behavior knowing that each word they write is recorded.
Mr. Cooper is a rogue organization that, in my opinion, has no business being in such a powerful, even life and death position where they can damage and destroy the financial well-being of their customers and, in many cases, leaving said Mr. Cooper customers homeless. Nationstar Mortgage LLC, d/b/a Mr. Cooper is the proverbial wolf wearing sheeps clothing in the henhouse. Not unlike cancer, the plague, COVID-19 and other opportunistic viruses, germs, and bacteria humans have been battling throughout our existence, we have also had to deal with misanthropic, opportunistic, predatory, destructive organizations created by the jackals among us, such as Nationstar Mortgage LLC, d/b/a Mr. Cooper.
By analogy, the type of predatory, opportunistic, destructive organization like Nationstar Mortgage LLC, d/b/a Mr. Cooper is not unlike the wolf in the Three Little Pigs Story. In this story, " The Three Little Pigs '' build three houses of different materials. A Big Bad Wolf blows down the first two pigs ' houses, made of straw and sticks respectively, but can not destroy the third pig 's house, made of bricks.
For most borrowers whose mortgage loan is in forbearance, their only defense against predators like Nationstar Mortgage LLC, d/b/a Mr. Cooper is the strength of the government protections, laws, and regulations in place and their strict enforcement by government regulators and law enforcement. Intelligent, dedicated oversight and enforcement of the law is necessary to protect innocent, hard-working consumers from the wolves of this world who stalk and prey upon consumers. We can choose to build a house of regulatory and legal brick that these wolves can not blow down or we can allow the ethics compromised attorneys in their employ to blow down a regulatory and legal house of straw with their lies and deceptive practices used to protect their predatory employers.
The job of protecting Americas consumers from these predators is yours. Please give us hope and reason to believe that our government is protecting us from these modern era predators.
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01/09/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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My loan was transferred to Mr Cooper on or about XX/XX/XXXX, when Seterus went under. I called Mr Cooper and was informed my first payment was due XX/XX/XXXX. Even though I was told this on the phone, my statements from Mr Cooper show that a payment was missed in XX/XX/XXXX. I had no idea at the time that a payment was required for XXXX. I went by what I was told on the phone by the Mr Cooper representative.
The very first statement I received from Mr Cooper is dated XX/XX/XXXX and already shows that I owed {$2300.00}. Payments prior to XX/XX/XXXX was being made to Seterus so how could my balanced owed already be {$2300.00}?
The transfer letter I received from Mr Cooper was dated XX/XX/XXXX stating that my loan had been transferred to them and any payments after XX/XX/XXXX should be made to Mr Cooper. The XXXX mortgage payment had already been made to Seterus prior to me receiving this transfer notice. This makes it even more astonishing that my balance owed on XX/XX/XXXX was already twice as much as my normal mortgage amount. By the time I made my first payment in XXXX, Mr Cooper was already showing that I owed them {$4700.00}. Basically saying I owed them 4 months worth of mortgage payments plus fees.
Sometime in XXXX I started asking about the HARP program or a modification and was told I did not qualify since I did not miss any payments. I continued to ask what could be done to lower my monthly payments. I was told the HARP program was over and I did not qualify for a modification. So then I purposely skipped one payment ( XX/XX/XXXX ) so I could qualify.
In XXXX, I was told that I would be enrolled in a 90 modification trial period. I was not told what my interest rate would be during this time frame. I was informed that the payments had to be made by phone and the normal phone service charge would be waved or I could mail in a check. The website could not be used to submit the payment. The website would only accept a full payment of what was owed to date to become current. I also asked several times on several different occasions what the terms of this modification would be. I was told that until I completed the trial period, I would not be told any of this. I asked if my interest rate would be lowered and I was told probably not, even though it is well above the current market interest rates. So I anticipated that Mr Cooper was only going to increase my loan term back to 30 years which would only benefit them.
The first 2 months went fine ( XXXX and XXXX ). When I called in on XX/XX/XXXX to make the last payment, I received a recorded message 3 separate times stating that the offices were closed until Monday XX/XX/XXXX. About 30 minutes later, I received an automated call from Mr Cooper telling me I needed to call Mr Cooper immediately. Again I called and received the same message stating that the offices were closed until XX/XX/XXXX.
On XX/XX/XXXX, I called and was transferred to the Escalation Dept. I was basically told there was nothing that could be done. The person informed me their offices were closed by XXXX CST on XX/XX/XXXX. I was told that I had to have called after that time to receive that recorded message. When I stated that I had called prior to that time, I was told that I had to be mistaken. I was also told that I should have used the website to make the payment. I informed the person that I was told I could NOT use the website for these modification payments.
After disconnecting with this person, I then tried to call my account representative. He is never available so it seems but this time I got a recording saying he was out of the office and to press 0 for another agent. I did so and reached a lady by the name of XXXX. She said she was not permitted to give out her last name but I was later told by someone else that her last name was XXXX. When I told her about my situation on XX/XX/XXXX and what I was told by the person in the Escalation Dept, she couldn't understand why I was told all of that. She stated that their office was open until XXXX CST on that date and she knew that because she was there that day. She placed me on hold until she spoke to her supervisor.
When she came back to me, she informed me that her supervisor stated that they had phone problems that day. She also told me that her supervisor got approval from his supervisor to go ahead and take my payment to complete the modification trial. XXXX told me that her supervisor told her the modification would not get canceled and the payment would complete the trial period. She " guaranteed '' me that the modification would not get canceled and that everything would be fine. She stated that she would place good enough notes on my account to make sure nobody would question it. I told her that I was afraid something would happen and the modification would still get canceled at some point. She again " guaranteed '' me that that would not happen since she got the approval from her supervisor who also got approval from his supervisor who I later found out was an Assistant Vice President of Customer Service, XXXX XXXX. The phone calls at Mr Cooper are recorded so I'm sure this phone call could be verified if the recording has not been destroyed by Mr Cooper. XXXX also gave me her phone extension number in case something did happen. Since then, I've tried to contact her on several occasions but no one ever answers her phone extension and there is no voice mail associate with her number. The number she gave me for her extension was XXXX. At a later point when I was told what her last name was, I was also given her direct dial phone number as XXXX. Nobody ever answers this phone and no voice mail is ever reached. After several rings, the phone call transfers to the main Mr Cooper phone system.
On XX/XX/XXXX, my account rep, XXXX XXXX, called me and went over the happenings of the days prior. I filled him in on what happened and he was reading through the notes that XXXX had left on my account. He said he was glad that I was able to get help from XXXX and he was glad it all worked out. Again, I told him I was afraid something would happen and that the modification would again get canceled. He stated that he " would keep an eye on it for me '' and would make sure nothing happened.
All through XXXX, I received no paperwork, no emails, no phone calls or any other kind of information concerning the modification. I tried to call my account rep XXXX XXXX only to find that he was out on vacation until XX/XX/XXXX. Again I got transferred to the Escalation Dept and I was told that the modification was indeed canceled and nothing could be done because my last payment was late. This person told me I had the entire month of XXXX to make the last payment and that my payment was submitted late on XX/XX/XXXX. When I told the person I didn't get paid until XX/XX/XXXX and I tried to make the payment on the XXXX but couldn't, I was informed that there were no phone problems on that date and that nothing could be done. It was basically like hearing " oh well tough luck ''.
I called back several times and kept getting similar answers from different people. Each person said that they would escalate my problem and someone would get back to me. Nobody did. I called again and spoke to someone name XXXX XXXX who said she would investigate and get back to me. She also told me NOT to make any additional payments until the problem was resolved. This was also on a recorded call unless Mr Cooper has destroyed the recording. I also recorded this call with XXXX on my cell phone and have a copy of that call. My recording is available just in case for some reason Mr Cooper doesn't have that recording.
XXXX called me on XX/XX/XXXX and informed me that she concluded her investigation and there was nothing that could be done. I also recorded this call. I asked if she had spoken to XXXX or her supervisor or the Asst VP who approved the payment. She would not tell me if any of these people were contacted. She informed me that I made no attempts to make any payments via the website. I told her I was informed that I could not make the payment via the website but she told me I was wrong. I was informed prior to the modification trial period that I could NOT make the payments via the website. She didn't believe what I was saying.
XXXX also stated that there were no phone issues on XX/XX/XXXX even though she kept saying there were no known website issues. I don't believe she ever checked if there were phone problems. So I stated that she was basically saying that XXXX lied to me when she said her supervisor said there were indeed phone problems on the XXXX. She said she was not making any such statement. I informed her that someone had to be lying ; either XXXX or herself. Both stories could not be the truth. Since we were in the middle of our New Years Eve dinner at my home, I informed XXXX that I did not need to hear her lies any longer and I hung up.
Mr Cooper has misled me in so many ways that this has to be border-line illegal or at least unethical. I've found so many other complaints where other people have gone through similar situations with Mr Cooper involving modifications and the modifications getting canceled.
Mr Cooper also reported to the credit bureaus that I missed the payments during this entire modification trial period. They are actually reporting that I missed 5 payments during the XXXX year. Again, I was initially told that my first payment after the transfer was not due until the month of XXXX which I did pay. Then I purposely missed the XXXX payment because I was told the only way I would qualify for a modification was if I was behind on payments. They are reporting that all 3 months of the trial period were missed payments.
I also contacted someone from the Pennsylvania XXXX XXXX XXXX and spoke to XXXX. After explaining my situation with Mr Cooper, she said she would send an email to a contact she had within Mr Cooper.
The next day I contacted XXXX from XXXX again and she informed me she did get a response back from Mr Cooper. She was informed that I was never part of any modification trial period. Neither of us had any clue what was going on at this point. Mr Cooper had either lied to this individual who works at PHFA or I have no clue what I was participating in during the months of XXXX.
The statements I have from Mr Cooper reflect a missed payment in XXXX of XXXX. Again, I was told on the phone that my first payment wasn't due until XX/XX/XXXX which I made.
I was also informed that during the trial period, no derogatory remarks would be sent to the credit bureaus since I was involved in the trial modification. I found out that they were indeed submitting missed payment reports to the bureaus during this time frame.
Now I am in a situation where no other financial institute will allow me to refinance because of these missed payments showing up on my credit report. When I try to call Mr Cooper now, I only get to speak to someone different each and every time. I have to run through the whole story and scenario each and every time and the representative gives me the same answer each time after they read down through the notes on my account. I'm always told that the Escalation Dept has already reviewed this and nothing can be done. So much for these institutions trying to help people as much as possible so there would not be a foreclosure. Sure seems like that is all Mr Cooper wants at this time.
I submitted a complaint on Consumer Affairs XXXX XXXX XXXX and got a reply from someone named XXXX XXXX. I got this reply : Hello XXXX - I appreciate you informing us of your experience. It is my goal to make every attempt to resolve your concerns to the best of my ability. I will follow up privately with a resolution to your concerns.
XXXX XXXX XXXX XXXX I've never heard from him again. The only calls I've been getting from Mr Cooper are their automated calls telling me I need to call them to make a payment. My account rep XXXX XXXX has never called me back after XX/XX/XXXX. No individual from Mr Cooper has called me to try to resolve this issue. All I am entitled to are their computer generated phone calls.
I sure hope that the CFPB will investigate Mr Cooper to the fullest extent and get to the bottom of all these lies. It seems that several others are having the same issues. Each and every call I made to Mr Cooper, a statement was made that the calls were recorded so unless otherwise destroyed, these phone calls would back up everything I have stated in this complaint and prove that I have not lied about anything. I was able to record the calls that I made to XXXX XXXX and XXXX XXXX after I had found out the modification had been canceled. I have those recordings saved and can easily supply them to any investigator. I wish I had personally recorded the calls on XX/XX/XXXX and XXXX to XXXX and XXXX XXXX.
I've attached the initial transfer letter showing a date of XX/XX/XXXX even though it states that payments made after XX/XX/XXXX should be sent to Mr Cooper.
Attached is the first statement I received from Mr Cooper already showing that I owed them {$2300.00}.
Attached is the XXXX statement showing my first modification payment was treated as a " Partial Payment '' and was " Unapplied ''. This also proves that I was indeed participating in their modification trial unlike what XXXX at the XXXX was told.
I also have all my bank statements showing payments made to Mr Cooper as well as the 3 trial period modification payments. I can upload those if required.
I can also upload the recorded phone calls I have where I was told not to make a payment in XXXX until this situation was resolved. I don't consider it resolved as of right now.
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04/09/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
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|
Web |
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In XX/XX/XXXX we bought our home for XXXX in XXXX, california. We put down XXXX of our own money and the balance of approx 363,000 was the balance to finanace.
I believe first it was XXXX XXXX XXXX. But our house was worth XXXX and we put the XXXX down, So we already invested XXXX the day we bought it XX/XX/XXXX.
Then houses dropped value and people struggled at their jobs and our homes went down almost to XXXX, and we just stayed because we had our family here and this was our home and didnt matter if we lost value in it, we would stay. Then there were the transfers from XXXX to XXXX, and then XXXX did some things that caused our escrow to be messed up and we no longer needed flood insurance and was able to cancel it. But the following year, XXXX automaticallly added it back on for the amount it was before, and said they received a bill from the flood insurance so they paid it. We argued that anyone could send a bill and want it paid out of our account but that doesnt mean you do it. That was not authorized. Our escrow analysis ended up causing our payment to go up do to the error.
Then we were told that we could qualify for the hope modification because we had fallen behind so we did everything that we were supposed to do, and papers were never all complete.This didnt work out and was very stressful and then XXXX merged with XXXX XXXX XXXX. So then XXXX XXXX XXXX was supposed to work with us to get a modification and workout. This was the beginning of the worst experience and we wish we knew what we know now because we should have just paid an attorney to do it. We did not know that any company can lie and tell you that they have everything and to wait to hear and then never hear from them, and when we finally called hope, they said they have been needing docs and these were docs that XXXX XXXX XXXX reps checked and confirmed and were supposed to make sure they received them. The anxiety and stress of being in fear of talking to a rep and hearing them say one thing and just not knowing how to make sure they are not lying and will do what they say was something that has taken a huge toll on us. This went on and they wouldnt accept a payment which further caused us to fall behind and the past due balance and interest was building. I saw on the XXXX XXXX XXXXXXXX website that it said we were approved for the hope mod and at the same time they were reviewing us for their own in house mod which we didnt want and I actually printed that page from the computer on the XXXX XXXX XXXXXXXX website because I knew they would delete it once they realized because they did that anytime something computer generated and was not what they wanted. and that was exactly what they did when we said the website said we were approved and even said congratulations. They said it was an error. and when we went back to check the status for the modification, It was removed. But we begged and waited and waited for a solution and everytime we called XXXX XXXX XXXX, they treated us like we were bothering them, and we werent going to get an answer if we kept contacting them, but at the same time, we would get those form letters saying that we need to contact them if we want to stay in our home and things like, dont wait and the sooner we contact and get a solution started the sooner they can help with available options. ( this was obviously just auto sent and to look like they want to help and we dont want to get help ) Finally after making us get to the most desperate level of waiting, around XX/XX/XXXX/XX/XX/XXXX XXXX XXXX XXXXXXXX had a rep call and offered a modification, and we were told that we had to return the signed modification right away and we had no time to wait to avoid the offer becoming void. The modification was horrible and the many months of interest and fees and payments were all added and then we were to make new payments that would be paying interest on the total balance that was now around 400,000, which meant we were paying interest on interest from the past due payments. This was so unfair and unaffordable and not only were we not getting offered the hope help which would lower our payment, we had to pay more, and we said we did not feel it was a fair offer and we were told that the main reason for the modification they offered is to bring us back to a current status, So we had no choice, even though we didnt have to accept it, we didnt want to lose our home and we had already invested over XXXX plus payments from XX/XX/XXXX, and they knew we would do anything to not lose it. We should have had an attorney do this. So I advise anyone to just pay and use an attorney because so far this has cost us our XXXX down plus another 50 to XXXX because our loan balance started at 363000 and would have been a lot less by now, but instead somehow they have us up to XXXX. We never took out any 2nd mortgage, nor borrowed from our equity and these modifications that were offered by XXXX XXXX XXXX and nationstar were only to gain more interest and higher balance owed and we were deceived. Then another very shady thing happened and we need help in investigating it. On XX/XX/XXXX ( or the day before or after ) but XX/XX/XXXX was when we received a fax from our XXXX XXXX rep., but then we spoke and He said that the payment for our insurance premium wasnt located. When I called the lady who had made the payment at XXXX XXXX XXXXXXXX, she said she sent it and gave the information used to send and our accounts number that it is sent our of ... The rep who also managed that XXXX location said that he found a payment sent to a XXXX in another state and into an unknown name but there was an account. .It was for a large amount of money and I think he said it was around 70,000 to 80,000 but I didnt understand since our account didnt show a payment but he explained that our accounts number that they use to identify or whatever, was used from ours and he advised that we investigate it. He said that is our money.. We never got an answer from the girl and we were told it was probably an error but we were so naive and desperate and now we feel that they moved money or stole money somehow through our mortgage. There is no way to find this out now but I will include the date and the name of the XXXX XXXX company and his name..I believe was XXXX XXXX at XXXX in XXXX XXXX and may have changed companies because I tried to contact him there. Next after such a horrible experience and a higher balance and not getting the hope modification, XXXX XXXX XXXX transferred us to nationstar. Nationstar also prolonged the process and didnt even give us information on how much we needed to pay but we were only owing a balance of around 412,000 to XXXX XXXX XXXX and XXXX XXXX XXXX and the previous past due was not transferred to nationstar. But nationstar finally gave us a modification, and the payment was lower but the catch was they added a lot to our balance that we did not owe them and shouldnt have added .. They gave us a modification for around 343,000 ( which HONESTLY WOULD AND SHOULD HAVE BEEN OUR BALANCE IN XX/XX/XXXX/XX/XX/XXXX because we had only owed a balance of 363,000 after our XXXX down on our home in XX/XX/XXXX, so by XXXX XXXX it would even be less, but we realize there is past due but should never be the amount they gave us which was around 343,000 interest bearing and then they said we would have an additional amount of around XXXX non interest bearing that would be paid when we sell or lose it or whatever so our balance now in XX/XX/XXXX/XX/XX/XXXX was up to almost 480,000. We were given worse options and we now dont even know where our XXXX down has went.
But we know now that what they did in XX/XX/XXXX was the worst and we went only a couple months behind and asked to make a payment arrangement on the past due since we were only 2 months behind and they refused and would not allow any payments at all after we asked to break down the past due..They wanted us to be late, which we later didnt know why but now we do. They made us wait and finally after months of begging for a payment plan, in XX/XX/XXXX, suddenly a rep called and offered to allow a payment of our monthly plus additional amount which totaled XXXX and if we paid that 3 months we would be considered to have options to pay back the past due..We felt the XXXX was our 2200 plus additional 600 or so to pay towards the past due each month and then after paying for a few months, we received a packet ... XXXX XXXX STANDARD MODIFICATION saying we can now sign and send back in 10 days and new payment would be XXXX and I called upset and said that was over 600 more a month payment and was not helping and we didnt want this new payment but we wanted to pay our regular payment plus additional which is what we were led to believe and he said you were able to afford the XXXX for the months trial so this was the amount of the new mod. They had went and added the 363,000 plus the non interest bearing of around 133,000 and made our total balance of the interest bearing and non interest bearing into a full balance of almost 480,000 interest bearing and said they kept the interest rate at 4 percent, as if that was fair. So now our payment went up over 600, a month and our balance was almost 500,000.
THIS XXXX XXXX STANDARD MODIFICATION WAS DONE AND WE WERENT AWARE THAT THIS MODIFICATION REQUIRES THE NEW PAYMENT TO BE EQUAL TO OR LESS THAN THE CURRENT PAYMENT..
NATIONSTAR BROKE THAT DELIBERATELY and it was to get this balance and money from us. They dont care, and then also we did not know but when we agreed to it, we were told that it may be more per month now, but later we could work on a better modification ... THAT WAS A LIE..THEY FAILED TO TELL US THAT XXXX XXXX ONLY ALLOWS 3 MODIFICATIONS FOR THE LIFE OF THE LOAN. and we feel that we were pressured and decieved so we would not be able to do any other modifications since 2 of them were with nationstar. Nationstar and mr cooper denied and denied us any other modifications and even though XXXX XXXX allows an exception for the modifications on loans previously modified 3 or more times, nationstar refused and then after filing default in XX/XX/XXXX, they transferred us to shellpoint, who has also done nothing but only demand a large sum of money up front and 5500 to 6300 a month repayments which we cant afford and then said they tried to help but I told them it was not affordable..XXXX DENIED OUR MODIFICATION REQUEST BECAUSE THEY SAID IN THE DENIAL LETTER THAT THEY REVIEWED US FOR THE STANDARD MODIFICATION BUT OUR NEW PAYMENT WOULD BE HIGHER THAN OUR CURRENT PAYMENT SO THE XXXX XXXX STANDARD MOD REQUIRES THE NEW PAYMENT TO BE EQUAL TO OR LESS THAN THE CURRENT PAYMENT..This is so horrible because the standard modification ended in XX/XX/XXXX and they must have never even fairly reviewed since they reveiewed us for a program that ended 2 years ago..BUT NATIONSTAR BROKE THAT RULE AND REQUIREMENT FOR ELIGIBILITY BECAUSE THEY DID MAKE OUR NEW PAYMENT HIGHER THAN OUR CURRENT PAYMENT IN XX/XX/XXXXWITH THE XXXX XXXX STANDARD MODIFICATION..SO THIS ONE NEEDS TO BE VOIDED AND WE should be given a fair loan balance at least back to a fair amount and a new fair payment plan which we deserve a payment that is fair and not given bad repayments and modifications and unethical practices to get us to agree to unaffordable and unfair payments and we see they keep putting our house up for sale but they dont even have the right to do it and the XX/XX/XXXX modification agreement was not done according to rules that lenders know they cant do to customers. XXXX says XXXX XXXX owns our loan..nationstar says XXXX XXXX owns it , and even XXXX XXXX XXXX who transferred our loan in XX/XX/XXXX tried to even do some tactics with our defaults and claiming our home..They are all using very unethical tactics to take our home and our family is having major stress and we need help ..We are searching for the best attorney to sue and get this off of us and get our home out of the hands of these lenders who use tactics and practices to manipulate and gain and then they only reply with form letters and repeated denials and the explanations that claim they offered and helped us with 3 modifications and attempted to offer repayments but we didnt complete them, which is definitely their tactics to use to make the customer look like we cant pay when we were never given any fair options and all along the lenders allowed months to drag by and not take any payments and no answer just to get us too far behind to afford the new balance that they waited and hope to sell our home and gain..
PLEASE help us just get a fair payment and maybe help return some of our money we have invested of our XXXX down at least.. If not at least just allow us to make a regular affordable payment and be current, and we can now afford a regular payment of 2500 to 3400 per month but we will keep fighting and contact anyone or any news to not allow this home to be taken from our family ... WE LIVE HERE WE OCCUPY..WE ARE ACTIVE IN OUR COMMUNITY..
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08/15/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
RE : Mr. Cooper Loan Number XXXX XXXX XXXX XXXX XXXX, TX XXXX XXXX XXXX ( Borrower ) XXXX XXXX XXXX XXXX XXXX XXXX XXXX CA XXXX TO WHOM IT XXXX CONCERN : This letter is intended to file a complaint against Mr. Cooper for XXXX to make timely payment for homeowners insurance on the above referenced loan pursuant to the mortgage agreement between XXXX XXXX ( borrower ) and Mr. Cooper ( XXXX ) as required CFR 12 1024.17 and for charging borrower {$84.00} for force-placed insurance when there was in fact no such purchase of said insurance.
Mr. Cooper serviced the mortgage for borrowers property located at XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, CA XXXX in XXXX XXXX XXXX, California. The mortgage was sold to a new servicer effective XX/XX/XXXX.
The following is a cut and paste of a Qualified Written Request-Notice of Error sent to Mr. Cooper dated XX/XX/XXXX : Notice of Error : This communication addresses XXXX XXXX failure XXXX make timely payment for homeowners insurance on the above referenced loan pursuant to the mortgage agreement between the borrower ( XXXXXX ) and Mr. Cooper ( XXXX ) and as required in XXXX XXXX XXXX. This failure resulted in cancellation of XXXXXXs homeowners insurance ( inclusive of fire coverage ) and the servicers purchase of force-placed insurance for the period between cancellation of the previous policy and issuance of a new one.
The financial impact to XXXX was that her new costs for insurance were greatly increased in perpetuity. See figures below.
Previous cost through XXXX XXXX : {$1200.00} annually.
New fire policy through XXXX XXXX XXXX : {$2500.00} annually.
New homeowners policy ( exclusive of fire coverage ) through XXXX XXXX XXXX XXXX, XXXX : {$1100.00} annually.
Total annual cost for two new policies to provide a comparable level same level of protection : {$3600.00} annually.
Difference between the previous policy and the two new policies : {$2400.00} annually.
Adding to the error, Mr. Cooper notified XXXX that evidence of coverage during the lapse period must be provided to them or a charge of {$84.00} for force-placed insurance coverage would be billed to her.
In neither circumstance, failure to pay the insurance nor the placement of force-placed insurance, did Mr. Cooper have XXXX reasonable basis to believe either XXXXXXs hazard insurance had been cancelled ( or was not renewed ) for any reason. This assertion is indisputable for the following reasons : According to XXXX XXXX XXXX, they sent the related documents to Mr. Cooper on approximately XX/XX/XXXX.
Having lost that correspondence, Mr. Cooper contacted XXXX XXXX on XX/XX/XXXX at approximately XXXX am requesting same. The same day, XXXX XXXX responded by email at approximately XXXX pm, providing the requested information.
Having received notice from XXXX XXXX that payment had not been received, XXXX called Mr. Cooper on the insurance due date ( XX/XX/XXXX ) to ensure the payment had been processed or would be paid in the required timely manner. The call-taker assured XXXX the payment would be made as required and stated Mr. Cooper would XXXX any associated, additional fees. She made no reference to any condition that would interfere with that process. In short, Mr. Cooper had no reasonable basis for belief that a cancellation had taken place for any reason.
XXXX received a notice of cancellation dated XX/XX/XXXX from XXXX XXXX that stated the policy had expired due to no receipt of payment. XXXX called Mr. Cooper and spoke to a call-taker who identified herself as XXXX. XXXX said Mr. Cooper did not receive an invoice for payment and inquiries to XXXX XXXX were not responded to. This assertion was inconsistent with the comments of the call-taker on XX/XX/XXXX who stated the payment would be made ; making no reference to any hindrance to that happening even while looking at the loan files and is in conflict with XXXX XXXX records of activity on the affected file.
Qualified Written Request : XXXX requests copies of all correspondence ( handwritten or electronic in any form, records of attempted and/or incomplete, completed, recorded messages/phone calls between servicers employees and XXXX XXXX and between XXXX XXXX and XXXXXX ) and all records/documentations ( handwritten or electronic in any form ) created and added to the mortgage loan record by servicers employees for the purpose of recording any and all activity related to loan number # XXXX. Also, XXXX requests all documentation for the force-placed insurance for the affected loan number including the name of the insurance carrier, all correspondence between Mr. Cooper and the insurance carrier relative to the affected loan number, the name ( s ) of all Mr. Cooper employees and the representative ( s ) of the insurance carrier involved in a transaction for the purchase of force-pay insurance, all documents related to the purchase and placement of force-placed insurance on the affected loan and any payment/billing invoice and payment record for said force-placed insurance.
Resolution : XXXX also requests the steps Mr. Cooper proposes to compensate for the increase in insurance cost caused by the error ( including removal of the improper charge for force-placed insurance ) and to make assurances that no negative notation arising from this matter will appear in her loan file.
In responding to XXXX XXXX, XXXX XXXX XXXX XXXX XXXX, XXXX XXXX ( XXXX ) asserted no error had occurred on their behalf and declined to provide specific documentation to support that claim. He also asserted that because no error had occurred and XXXX XXXX XXXX insurance lapsed, that force placed insurance was an appropriate action.
Items XXXX supplied were : Insurance Information received on XX/XX/XXXX [ There is no document that establishes the content of XXXX XXXX request to Modern American. If as XXXX claims, this information was received on XX/XX/XXXX, it might be accurately responsive to what was incorrectly requested by Mr. Cooper.
XXXX declined to provide any documentation of this request despite XXXX specific request for all correspondence ( handwritten or electronic in any form, records of attempted and/or incomplete, completed, recorded messages/phone calls between servicers employees and XXXX XXXX and between servicers employees and XXXX ).
Neither is there a record of the date received other than Gaynors claim that it was received in response to XXXX XXXX request on XX/XX/XXXX. This is a document that would have been in XXXX XXXX possession since the previous service year. Also, there is no objective information that validates XXXX claim of the date of receipt. ] XXXX XXXX dated XX/XX/XXXX [ This letter asserts XXXX XXXX right to purchase force-placed insurance and threatens such action. It was already in XXXX possession. ] XXXX XXXX dated XX/XX/XXXX [ This letter reasserts this right, calling the action an insurance charge of {$84.00}, an action that does not appear in the code and references the period of time that the coverage was in effect. Read together, these suggest force-placed insurance had in fact been purchased. It was already in XXXX possession. ] XXXX XXXX dated XX/XX/XXXX [ This letter was the XXXX and XXXX Notice for the matter in discussion. Stating in pertinent part it reads, We will charge you for insurance we plan to buy contradicting the previous suggestion that the coverage was in effect during the relevant period of time. This letter was already in XXXX possession. ] XXXX XXXX dated XX/XX/XXXX This document codified nothing in the matter and amounted to little more than static in the discussion.
Gaynors and thereby XXXX XXXX response fell woefully short of providing the information requested that would either validate XXXX claims or impeach them as false. The items of which XXXX was silent were : Copies of all correspondence ( handwritten or electronic in any form, records of attempted and/or incomplete, completed, recorded messages/phone calls between servicers employees and XXXX XXXX and between XXXX XXXX and XXXX ).
XXXX responded to the specific dates where XXXX asserted communication with XXXX XXXX representative and claims there are no records that support XXXX assertion that she in fact called them. XXXX request was made however with XXXX understanding that although the dates should be accurate, the chronology was reconstructed after the fact and could be flawed. That is the very reason XXXX request was broadly made to include all correspondenceetc. Mr. Cooper ( XXXX ) was unresponsive to this request.
The request for calls would include those made to Mr. Cooper where the outgoing message on the phone tree explicitly assured the calling party if their call was in regard to an unpaid insurance impound payment, there was no need for concern as those payments would be paid by Mr. Cooper as required. That message is no longer accessible on the phone tree.
Finally on this bullet, XXXX claims in his letter to XXXX there is no record of the calls asserted to have been made. It is laughable to suggest that XXXX received notice of cancellation and took no action whatsoever. XXXX claim of no record of the calls no doubt reflects a very narrow query intended to discredit XXXX complaint instead of getting to the bottom of the problem.
Copies of all records/documentations ( handwritten or electronic in any form ) created and added to the mortgage loan record by servicers employees for the purpose of recording any and all activity related to loan number # XXXX.
Common loan industry practice is to enter information into a loan file records ( notes ) of conversations, requests for information, interactions with involved persons, placeholders for informationetc. to ensure that all relevant information is available for use from a dated, objective repository upon need to avoid relying on the unreliable recollection of employees responsible for vast amounts of information stored across a wide range of records.
All documentation for the force-placed insurance for the affected loan number including the name of the insurance carrier, all correspondence between Mr. Cooper and the insurance carrier relative to the affected loan number, the name ( s ) of all Mr. Cooper employees and the representative ( s ) of the insurance carrier involved in a transaction for the purchase of force-pay insurance, all documents related to the purchase and placement of force-placed insurance on the affected loan and any payment/billing invoice and payment record for said force-placed insurance. Mr. Cooper ( XXXX ) was unresponsive to this request.
There is no evidence articulated or provided by Mr. Cooper or its Customer Relations XXXX, XXXX XXXX that verifies the actual purchase of force-placed insurance. Notwithstanding the fact that the evidence of insurance XXXX requested is precisely the same as that requested by Mr. Cooper and its representative, XXXX XXXX ; Mr. Cooper ( XXXX ) was nonetheless unresponsive to this request. In the absence of a lawfully authorized and purchased forced placed coverage, this charge is nothing more than a fine or penalty levied by Mr. Cooper with no lawful authority to do so.
At the very least, this practice although not authorized under RESPA is clearly the default practice of Mr. Cooper. The greater problem however is the likelihood that this practice is part of a greater abuse by mortgage servicers nationwide. I suspect this is an aspect of mortgage industry practices that is likely to be the subject of much abuse by the industry and flies under the radar of the overwhelming number of consumers who fall prey to the it. Consumers are expected to naively accept that charges are appropriate or authorized simply because they have been levied. If the mortgage industry as a whole engages in the practice of charging the consumer for a product when no such actual product has been purchased, the consumer is being defrauded of precious financial resources.
XXXX ( XXXX ) document provided by XXXX that if read correctly suggests a gross absence of due diligence on the part of XXXX XXXX servicing employees. The page acknowledges receipt of a document from XXXX XXXX on XX/XX/XXXX ( XXXX days before the expiration of the existing policy ) and the archive filing of the same document on XXXX, XXXX, XXXX. At no time, does XXXX assert on XXXX XXXX behalf that any employee attempted to contact XXXX of XXXX XXXX difficulty in obtaining a response from American Modern. Adding to the irony of that, each and every time XXXX has called XXXX XXXX, even after cancellation, she has been able to reach an employee who was informative and helpful and provided the information now challenged by Mr. Cooper.
XXXX requests a reasonable remedy for the circumstances and costs resulting from XXXX XXXX failure to meet its contractual and regulatory obligations.
Very Truly Yours, XXXX XXXX
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09/08/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Escrow, taxes, or insurance
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Web |
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This message was sent with High importance.
XXXX XXXX XXXX XXXX XXXX XXXX ; XXXX Also, I received the attached letter as well and I have now paid over XXXX in XXXX, including {$1200.00} that was put into escrow for flood insurance! Mr. Cooper/Nationstar continues to engage in unfair and deceptive acts and the accounting errors have caused continuing and irreparable harm. The forced placed coverage was placed in bad faith, and a violation of the RESPA Act, since there was no reasonable basis to believe flood coverage was not secured as the deceleration pages were sent almost monthly and by multiple sources ; myself, the insurance broker, and our management company. It was never removed and Mr. Cooper/Nationstar has held the funds for the forced placed insurance despite informing me that it was being refunded. This is the only reason I elected forbearance last XXXX. This is negligent misrepresentation as it was confirmed by Mr. Cooper/Nationstar that proof of flood insurance was received, each year, clearly with the intent to induce reliance on the misrepresentation that the flood insurance declaration pages were received so that Mr. Cooper/Nationstar could hold onto my funds in a very critical time, with the state of our economy, lockdowns, and the fact that I was caring for my elderly mother.
It appears customers must check everyday with Mr. Cooper /Nationstar to confirm the accounting and what they're told is correct. No one has time for that.
Regards, XXXX XXXX XXXX From : XXXX XXXX XXXX Sent : Friday, XX/XX/XXXX XXXX AM To : XXXX XXXX XXXX Cc XXXX XXXX XXXX ; XXXX XXXX ; XXXX XXXX ; XXXX XXXX ; XXXX XXXX ; XXXX XXXX ; XXXX XXXX ; XXXX XXXX Subject : Re : Forced placed hazard insurance Good morning, As mentioned in my previous email, I spoke with XXXX and suddenly the flood coverage declaration page from XXXX was found, and all was good. He transferred me to the escrow department to find out how and when I will get my payments back from XXXX, that have been promised since XXXX. The escrow department could not answer why {$650.00} and {$610.00} were again taken for flood insurance. Our insurance broker, XXXX sent it in XXXX of XXXX, I sent it again and a XXXX called XXXX and obtained another copy, how could a company be so incompetent? The escrow rep asked me if I was coming off forbearance. XXXX discussed this with her, so why was she asking me? He went over everything and was simply transferring me to her so she could tell me how my funds would be returned ; they should be returned with interest. Obviously, I was coming off forbearance since I paid so much more than was required. I did mention that no one would ever sent me the terms of the agreement in writing. She said she would and that I was owed {$2500.00} that she put in a request for that to be sent to me. I had been requesting that the funds be put toward my mortgage since XXXX but that never works, so I didn't even want to discuss that. I will have to do my own accounting as that is still off, but as I mentioned I have to work and have spent way too much time on calls with Mr. Cooper 's very disorganized departments.
I received the attached letter this morning, and XXXX and behold it is a letter to extend forbearance. I can not deal with this incompetence much longer. What is going on with your organization?
Regards, XXXX XXXX : XXXX XXXX XXXX Sent : Thursday, XX/XX/XXXX XXXX PM To : XXXX XXXX XXXX Cc XXXX XXXX XXXX ; XXXX XXXX ; XXXX XXXX Subject : Re : Forced placed hazard insurance Yes, I do work and have spent more time on calls with Mr. Cooper monthly for the last few years Please read my email and submit the requested information. I received notice in the portal on XX/XX/XXXX stating the XXXX proof of flood was missing. This is the shenanigans I am referring to, out of the monthly calls and emails Mr. Cooper suddenly does this have the XXXX, when they were all sent together from our management company. No, that is unacceptable. Mr. Cooper/NationStar has been dragging its heels on its commitment under the terms of the contract, for 4 years, in promising to cancel the forced placed coverage 15 days after receiving proof from me, the insurance carrier and our management company multiple times within the year.
In looking through he statements for XXXX, Mr. Cooper has failed to timely and accurately apply payments made by me and failed to maintain accurate account statements. These deceptive practices took funds from my principal and interest for a policy that was already in place through my HOA, despite monthly calls Mr. Cooper maintained these policies for 4 years, in amounts in excess of what is required and outlined in the agreement essentially force placing a second policy after sending proof of flood insurance repeatedly. I spoke to XXXX today who magically realized there was no lapse in coverage, despite the letter received last week. The stress and aggravation caused by Mr.Cooper 's inaccurate accounting is unconscionable. XXXX transferred me to the escrow department and they still couldn't answer why {$650.00} and {$610.00} was put into escrow for flood insurance in XXXX and XXXX of this year.
Additionally, I paid over {$7000.00} prior to XX/XX/XXXX, and I see " partial payments '' that are allocated everywhere, but nothing adds up to what I paid in. Another question was on XX/XX/XXXX the portal stated I paid XXXX out of XXXX escrow payments the amount due {$0.00}, then it showed {$4700.00} with {$0.00} owed for XXXX. I paid {$4800.00} to round up, then the amount changed to over {$5800.00} owed please explain and reply to the questions in my previous email.
I don't want to talk to anyone on the phone, nothing ever gets resolved.
Regards, XXXX XXXX : XXXX XXXX XXXX Sent : Thursday, XX/XX/XXXX XXXX PM To : XXXX XXXX XXXX Cc : XXXX XXXX ; XXXX XXXX Subject : RE : Forced placed hazard insurance Hi XXXX, I received notification that a XXXX XXXX has tried calling you today , but received your voicemail. She left you a message.
Her email is : XXXX Thank you and hope you will be able to get things resolved with her.
From : XXXX XXXX XXXX Sent : Thursday, XX/XX/XXXX XXXX PM To : XXXX XXXX XXXX Cc XXXX XXXX ; XXXX Subject : Re : Forced placed hazard insurance I found XXXX XXXX, whose account my funds were allocated to. XXXX is a reporter for the XXXX XXXX XXXX, perhaps he would like to do a story on Mr. Cooper/Nationstar Mortgage 's deceptive practices.
From : XXXX XXXX XXXX Sent : Saturday, XX/XX/XXXX XXXX PM To : XXXX XXXX Cc XXXX XXXX XXXX ; XXXX XXXX ; XXXX XXXX Subject : Forced placed hazard insurance Image removed by XXXX XXXX XXXX XXXX XXXX XXXX Image removed by sender.XXXX XXXX wrong XXXX XXXX Image removed by XXXX XXXX XXXX XXXX, It is beyond belief XXXX XXXX has taken so much time to straighten out the forced place flood insurance that XXXX XXXX continues to charge year after year. I am attaching the documents with dates, times customer service reps names and also have recorded every conversation with consent, you can hear this on the recording. The proof of insurance has been sent multiple times every year and I have confirmation that it was received. I called monthly to be told it was indeed received and all was fine. Last XXXX, I spoke to the insurance department and was told, and I quote, " I wouldn't pay us any more money either, we owe you money ''. I explained I only wanted it to be put towards my mortgage payment. She had to transfer me to customer service, and she said to let them know and it would be done. It was {$2500.00} at that time and my mortgage payment is {$850.00}, although I've been paying much more since the forced placed hazard has been in added since XXXX. The XXXX said I had to wait for a check to be mailed and call back to void it then they could put it towards my mortgage. That is not logical, and I explained that it wouldn't be efficient as I travel often for business and she said that is the only way it can be done, despite my insistence she seemed to want to push me into a forbearance. It does appear that your reps have scripts and seem to steer customers into situations that aren't in their best interest. But it does seem that your XXXX 's have scripts to talk customers into forbearance although I question the technology since I learned my XX/XX/XXXX payment was drawn from an account that was closed in XXXX of XXXX! I physically added my TD Bank account online to make the payment, I would not allow ach with Mr. Cooper due to the incompetencies I've experienced. XXXX XXXX told me the system was being changed and it was " pulling historical data '' With the high incidence of identity theft, which I've been a victim of, I question the safety of the technology Mr. Cooper has in place. Other CSRs said that was not true. and In looking through my confirmation emails from Mr. cooper, I noticed XXXX was applied to a insured named XXXX XXXX,! The incompetency of Mr. Cooper 's operations and accounting is reprehensible. XXXX only knows how much of my funds have been allocated to other customers ' accounts. some of the funds my other funds have been allocated.
The attached snapshot is my XX/XX/XXXX statement which includes {$610.00} for flood insurance, and you can see it has been deducted from the previous month as well, and there is also a deduction on the XX/XX/XXXX statement. This is following XXXX XXXX 's promise to make sure the statements would reflect the removal of flood insurance. She too confirmed all proof was received. I have the recorded conversations.
On XX/XX/XXXX in XXXX of the monthly phone calls, I was transferred to the insurance department and the rep, XXXX, took the name and number of our insurer and said she would get a copy directly from the agency, XXXX XXXX, they hold the master policy. Additionally, just to be sure, since Mr. Cooper confirms receipt of the proof yet keep charging me, I requested our management company send all declaration pages from XXXX directly to Mr. cooper, prior to XXXX XXXX, it was through XXXX for years. .them. This is after they automatically sent it proactively for all of the residents and I sent it personally to XXXX As mentioned, I've called monthly, and these aren't quick calls. I'm often passed around to XXXX reps and have been on the calls XXXX hours. XXXX XXXX said she'd be personally monitoring and helping me, but I haven't heard from her and multiple calls to her this week I learned she was out, and her mailbox is full. She obviously didn't help because I just received the attached letter stating there was a gap in coverage in XXXX and XXXX! This is beyond incompetent.
Your app is awful as each time I attempt to open a " ticket '', it stops working and erases the information while typing ; the reason I am sending this email to you both.
As of XX/XX/XXXX the portal indicates XXXX of XXXX forbearance payments were made, and my escrow is now in excess of {$3000.00}, that's probably incorrect as your portal changes daily ; according to my calculations it is more. However, I will go through every payment again as it appears you've paid other people 's insurance with my funds and possibly their loans as well. I tried to make payment on the portal, and it still says {$0.00} owed on XXXX however I wanted to pay the {$4700.00} indicated in the portal to come off forbearance, and the portal would not allow me to, isn't that odd? No, it's not, always moving the goalpost with the shady tactics, I called the customer service number and was able to pay by phone, and silly me overpaid, just in case and rounded up to {$4800.00}. I'm also including the letter stating that you now discovered the gap in coverage and the proof of coverage that all of the customer service reps I've spoken to on recorded calls have confirmed were received and applied, even XXXX XXXX 's, I hope he appreciates me paying his flood insurance, whoever he is.
Finally, I fully expect the target to move once again, because that's how Mr. Cooper/Nationstar seems to operate. I'm considering hiring my own attorney as I can no longer spend countless hours neglecting my business and getting aggravated to straighten out these deceitful practices.
Regards, XXXX XXXX XXXX
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03/06/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account information incorrect
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Web |
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I have contacted the CFBP already once about the NATIONSTAR / MR. COOPER AND XXXX XXXX XXXX about my mortgage a few weeks back and I didnt have this information to provide about these 2 companies that will provide more definitive information that I knew absolutely nothing about either of these companies in XXXX nor did XXXX XXXXT that I was about to finalize my refinance with XXXX XXXX on XX/XX/XXXX with XXXX XXXX XXXX my homeowners insurance I was put in as the Mortgage Company to send my homeowners insurance policy bill to be paid out of my escrow account that XXXX XXXX already had set up that included my monthly mortgage payment, my homeowners insurance coverage and my property taxes to be taken care of by XXXX XXXX by XX/XX/XXXX when I was going to refinance my mortgage at a 2.00 % Fixed 30 year mortgage, XXXX XXXX RAN 3 CREDIT SCORE REPORTS ON ME BEFORE I COULD REFINANCE my mortgage and my credit score was PERFECT. I have never missed any payments on anything so I only had a car payment with XXXX XXXX and my mortgage payment with XXXX mortgage and I strongly reiterate that XXXX XXXX was shocked that my credit score was perfect, I have never missed a payment on anything and if I had XXXX XXXX would have known by XX/XX/XXXX. I had my mortgage with XXXX XXXX XXXX and I refinanced my mortgage with XXXX Bank in XX/XX/XXXX, XX/XX/XXXX, was notified by XXXX and XXXX with a better interest rate only and nothing changed except my mortgage payment went down about $ 60/month because of the decreased interest rate AND I WAS NOTIFIED. When I bought my house in XXXX, I also added an INSURANCE POLICY in with. my mortgage with Fairway Independent mortgage for an added protection that my go use would be Paid In Full by the insurance policy that also transferred over to XXXX bank in XX/XX/XXXX in case I was killed in an accident or I became 100 % XXXX. The insurance policy would pay off my mortgage. Then XXXX Bank merged with XXXX Mortgage, I was again notified by certified mail that I HAD TO SIGN FOR AND A RECEIPT was sent back to both institutions with a signed receipt with the date and signature on XXXX Bank went out of Business after the merger just like the merger that my Credit Union is mergin with another bank right now because the bank that is called XXXX Bank can not provide the same rates and assets that my my institution FOUNDERS FEDERAL CREDIT UNION IS able to provide and XXXX Bank will not exist any longer just as XXXX had to shut down for a while and rebuild their institutions over several years of being shut down. HOWEVER again when that merger took place nothing changed in the terms of my mortgage. I AM going to provide some information to the Cfob association and also with the Federal Trade Commission to prove that Mr. Cooper/NationStar and now this Select Portfoliio are both FRADS, SCAMS and Definitely have DISCRIMINATED AGAINST MYSELF BECAUSE OF MY XXXX OF XXXX XXXX. My mortgage was paid off because of the Insurance policy that I had taken out 7 years ago and I had forgotten about until XXXX was processing the Insurance policy because I am 100 % XXXX. However somehow Mr. Cooper and now this XXXX XXXX have devised up a conspiracy that 2 representatives of Mr. Cooper claimed a few days as I was about to close the deal to finance my home with XXXX XXXX for the purposes of making necessary adjustments and improvements to my home to accommodate myself and some of my friends that are XXXX and either in walkers or wheelchairs and my service dog has to help me get my friends into my house because XXXX XXXXo and Mr. Cooper have illegally committed XXXX discrimination acts against myself, my friends and my service dog because they have obtained my title for my property and I cant get the necessary improvements done to my home because the 2 criminal institutions have somehow acquired the title of my property, screwed up my credit score to the point that I cant get my home refinanced because both of these institutions have sent in fraudulent information to XXXX, XXXX and XXXX claiming that I am 90 days past due in my mortgage that they dont have. I have a recorded conversation with 2 representatives of Mr , Cooper one in customer service and the other representative was in consumer affairs that both told me on the recorded conversation with Mr. Coopers representatives on XX/XX/XXXX with their consent so one of the representatives was named XXXX XXXX XXXX, XXXXth my elderly mother and my son being present, both of Mr. Coopers representatives couldnt access anything about myself, my house, name, social security number not a XXXX thing about anything that his institution should have had if he had legally obtained my mortgage. The lady who was the supervisor of Mr. Coopers Consumer Affairs Division stated that Mr. Cooper NEVER had my mortgage but she had access to another Database that showed XXXX was contesting the company of Nationstar/ Mr. Cooper claimed to have bought my mortgage mortgage but she said that he had not and my title looked to be processed by the XXXX County Courthouse of South Carolina XXXX I called the Courthouse and asked the director why she had not filed my title to my property and of course she put me on hold. She came back to the phone claiming that they had never received my cleared title from XXXX XXXX company and I told her that she was wrong. She didnt like that I was telling her that she was wrong cocked her attitude but READ THIS CAREFULLY. I told her to pump her brakes because I gave her the exact date and times that her office received the clear title twice but she didnt know that I had XXXXXXXX XXXX in on the conversation and she cocked her attitude again but I told her that if she was the director over the department of Titles and Deeds, it didnt surprise me but the Federal Government were probably already investigating her and if she had been doing that job for 16 years, she needed to be fired because I cant imagine how many others in XXXX XXXX she had done this way. Then XXXX XXXX come into the conversation gave her the names and time to who received the information and then she claimed that lady had retired. I told her that I didnt give a XXXX if she was XXXX, but if she was XXXX they better dig her XXXX up because we had some questions. However my Title was never found but now this Mr. Cooper and XXXX XXXX XXXX have all of a sudden turned me into the credit bureas, screwed up my credit score and discriminated against myself and my XXXX friends that my service dog sees them come to my door, grabs his pulling harnesses and the strap that we use to help my friends and family into my house. My dog is like me and helps anyone never thinking about how its making him feel. However I am deteriorating my health and spreading up the progress of my XXXX XXXX progressing and shortening the health and life of my service dog. So now that I have put it exactly how I feel, I am going to file charges against these companies with the Federal Trade Commission as well as the United States Department of Justice Civil Rights Division for violating my rights and my service dogs rights rights that are protected under all of the FEDERAL LAWS OULINED NY THE ADA ACT OF 1992, and revised in 1993. Heres the evidence that I didnt have before I filed my first complaint. However I dont want these companies feel like the Line Ranger because I have filled lawsuits against the XXXX XXXX Sheriffs Department XXXX South Carolina Law Enforcement DivisioXXXX and South Carolina for law enforcement officers excessive use of force on me, assaulted me, tackled me onto an outside iron couch for no legitimate reason other than these law enforcement agencies were too XXXX XXXX as to looking into factual evidence that my soon to be ex-wife, her XXXX cousins and her family had stolen my identity, took full possession of my personal information, my medical records and an email account that I havent been able to access since XX/XX/XXXX. I have definitive evidence to that fact and I am filing criminal charges against every XXXX one of these individuals and filing lawsuits against them as well because my new divorce attorney is also licensed as a lawyer that can file Federal charges and lawsuits against everyone that has violated my Civil Rights and that includes Mr. Cooper and XXXX XXXXo or whatever the XXXX their name is or stands for. So understand that is what I am going to have my lawyer file against these 2 companies for XXXX Discrimination, VIOLATING MY CIVIL RIGHT LAWS PROTECTED BY THXXXX ADA ACT AND FOR MY UNITED STATES COMMISSIONED SERVICE DOG, XXXX, because he has just as many Civil Rights like s as ll Americans have. I dont threaten anyone but I am tired of filing complaints, so I am going to copy and paste this final email to everyone that I have just stated and believe me that you all are going to pay for everything that my lawyer is going to charge each entity, company, individuals related to all of these actions against myself, my son and my service dog. AGAIN I STRONGLY REITERATE THAT I HAVE NEVER MADE A THREAT TOWARDS ANYONE AND NEVER WILL, BUT SEVERAL PEOPLE HAVE THREATENED ME AND I ALWAYS FIGHT BACK. I ANDWER TO GOD AND JESUS CHRIST, I DONT LIE OR THREATEN ANYONE BUT JUST UNDERSTAND THAT I DO HAVE XXXX XXXX BUT GOD BUILT ME TO ALWAYS FIGHT BACK AGAINST EVIL, THREATS AND LIES AND I ONLY WILL ANSWER TI GOD WHEN I MEET HIM FACE TO FACE. ALL OFYOU I WILL NEVER WISH ANYTHING BAD ON ANYONE OF YOU IN THIS LIFE OR OUR NEXT, BUT I PROMISED MY XXXX VETERAN XXXX A FEW DAYS BEFORE HE DIED XXXX XX/XX/XXXX AND MY LAST WORDS THAT I EVER WAS ABLE TO SAY TO HIM WAS THAT I PROMISED HIM THAT I WOULDNT TAKE XXXX OFF OF ANYONE AND I ALWAYS KEEP MY PROMISES. SO BY TUESDAY IF ALL OF THESE ISSUES CREATED BY ALL OF YOU AGAINST MYSELF, MY SON AND MY SERVICE DOG ARE NOT IN WRITING, NOTARIZED AND SIGNED BY A JUDGE TO VERIFY THAT EVERYTHING THAT YOU WILL FIX TO MY SATISFACTION, MY SONS SATISFACTION AND I WILL BE PRESENT BUT HE CAN SAY IF HE IS SATISFIED AND I WILL DETERMINE IF I AM SATISFIED WITH YOUR RESPONSES TO FIX EVERYTHING THAT ALL OF YOU HAVE CREATED, TUESDAY AT XXXX pm EST XXXX, XX/XX/XXXX, IKEEP MY PROMISES AND I AM GOING TO LET MY LAWYER DO EVERYTHING LEGALLY TO FILE AS MSNY CHARGES AND LAWSUITS AGAINST EVERYONE OF YOU EITHER AS A BUSINESS, AN ENTITY OR A STATE AND MY PROMISE THAT I MADE TO MMY DAD IS GOING TO BE HONORED LEGALLY. EXACTLY HOW CAN MR. Cooper and XXXX XXXXo open up my mortgage account on XX/XX/XXXX along with XXXX XXXX that took over XXXX Bank for a few year but my conditions of my mortgage never changed. However Mr. Cooper and this SXXXX XXXX also claimed to have bought my mortgage on XX/XX/XXXX XX/XX/XXXX but again as the document from XXXX XXXX claimed that the 2 companies of Mr. Cooper bought again according to XXXX XXXX documents that I received Thursday XXXX XXXX claimed that Mr. Cooper bought my mortgage AGAIN XXXX XXXX and XXXX XXXX stated that they bought my mortgage AGAIN AS WELL on XX/XX/XXXX. If I bought something in XX/XX/XXXX, I sure as XXXX will never buy it again FROM MYSELF. I WOULD SAY EXPLAIN THAT BUT THAT CANT BE EXPLAINED AT ALL. XXXX BOUGHT MY MORTGAGE IN XX/XX/XXXX, XXXX XXXX but Mr. Cooper and XXXX XXXX claimed to have bought my mortgage mortgage also on XX/XX/XXXX XX/XX/XXXX. THAT IS FRAUD BY THESE 2 COMPANIES, ONLY 1. ) MR. COOPER/NATION STAR. and 2. ) SXXXX XXXX XXXX. ONLY YHESE 2 for this one complaint but the other 2 that really did have my mortgage, I am not wanting anything from XXXX XXXXe or XXXX XXXX company. They did everything legally. Let the XXXX County Courthouse, LXXXX County Sheriffs Department, South Carolina Law Enforcement Division and the State Governor that I am filing charges and lawsuits against all of them also if you would like to because I dont discriminate. They are public entities that violated my Civil Rights but my wife and her family, I promise anyone that they will be charged with Federal Charges and I personally am going to sign those warrants for their arrest directly under my lawyers names.THSNK YOU
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03/06/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account information incorrect
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Web |
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I have contacted the CFBP already once about the NATIONSTAR / MR. COOPER AND XXXX XXXX XXXX about my mortgage a few weeks back and I didnt have this information to provide about these 2 companies that will provide more definitive information that I knew absolutely nothing about either of these companies in XXXX nor did XXXX XXXX that I was about to finalize my refinance with XXXX XXXX on XX/XX/XXXX with XXXX XXXX XXXX my homeowners insurance I was put in as the Mortgage Company to send my homeowners insurance policy bill to be paid out of my escrow account that XXXX XXXX already had set up that included my monthly mortgage payment, my homeowners insurance coverage and my property taxes to be taken care of by XXXX XXXX by XX/XX/XXXX when I was going to refinance my mortgage at a 2.00 % Fixed 30 year mortgage, XXXX XXXX RAN 3 CREDIT SCORE REPORTS ON ME BEFORE I COULD REFINANCE my mortgage and my credit score was PERFECT. I have never missed any payments on anything so I only had a car payment with XXXX XXXX and my mortgage payment with XXXX mortgage and I strongly reiterate that XXXX XXXX was shocked that my credit score was perfect, I have never missed a payment on anything and if I had XXXX XXXX would have known by XX/XX/XXXX. I had my mortgage with XXXX XXXX XXXX and I refinanced my mortgage with XXXX Bank in XX/XX/XXXX, XX/XX/XXXX, was notified by XXXX and XXXX with a better interest rate only and nothing changed except my mortgage payment went down about $ 60/month because of the decreased interest rate AND I WAS NOTIFIED. When I bought my house in XXXX, I also added an INSURANCE POLICY in with. my mortgage with XXXX XXXX XXXX for an added protection that my go use would be Paid In Full by the insurance policy that also transferred over to XXXX bank in XX/XX/XXXX in case I was killed in an accident or I became 100 % disabled. The insurance policy would pay off my mortgage. Then XXXX Bank merged with XXXX Mortgage, I was again notified by certified mail that I HAD TO SIGN FOR AND A RECEIPT was sent back to both institutions with a signed receipt with the date and signature on XXXX Bank went out of Business after the merger just like the merger that my Credit Union is mergin with another bank right now because the bank that is called XXXX XXXX can not provide the same rates and assets that my my institution XXXX XXXX XXXX XXXX IS able to provide and XXXX Bank will not exist any longer just as XXXX had to shut down for a while and rebuild their institutions over several years of being shut down. HOWEVER again when that merger took place nothing changed in the terms of my mortgage. I AM going to provide some information to the XXXX association and also with the Federal Trade Commission to prove that Mr. Cooper/NationStar and now this XXXX XXXX are both FRADS, SCAMS and Definitely have DISCRIMINATED AGAINST MYSELF BECAUSE OF MY XXXX OF XXXX XXXX. My mortgage was paid off because of the Insurance policy that I had taken out 7 years ago and I had forgotten about until XXXX was processing the Insurance policy because I am 100 % XXXX However somehow Mr. Cooper and now this XXXX XXXX have devised up a conspiracy that 2 representatives of Mr. Cooper claimed a few days as I was about to close the deal to finance my home with XXXX XXXX for the purposes of making necessary adjustments and improvements to my home to accommodate myself and some of my friends that are XXXX and either in XXXX XXXX XXXX XXXX XXXX XXXX XXXX has to help me get my friends into my house because XXXX XXXX and Mr. Cooper have illegally committed XXXX discrimination acts against myself, my friends and my service dog because they have obtained my title for my property and I cant get the necessary improvements done to my home because the 2 criminal institutions have somehow acquired the title of my property, screwed up my credit score to the point that I cant get my home refinanced because both of these institutions have sent in fraudulent information to XXXX, XXXX and XXXX claiming that I am 90 days past due in my mortgage that they dont have. I have a recorded conversation with 2 representatives of Mr , Cooper one in customer service and the other representative was in consumer affairs that both told me on the recorded conversation with Mr. Coopers representatives on XX/XX/XXXX with their consent so one of the representatives was named XXXX XXXX XXXX, XXXX my elderly mother and my son being present, both of Mr. Coopers representatives couldnt access anything about myself, my house, name, social security number not a XXXX thing about anything that his institution should have had if he had legally obtained my mortgage. The lady who was the supervisor of Mr. Coopers Consumer Affairs Division stated that Mr. Cooper NEVER had my mortgage but she had access to another Database that showed XXXX was contesting the company of Nationstar/ Mr. Cooper claimed to have bought my mortgage mortgage but she said that he had not and my title looked to be processed by the XXXX XXXX XXXX XXXX South Carolina XXXX I called the Courthouse and asked the director why she had not filed my title to my property and of course she put me on hold. She came back to the phone claiming that they had never received my cleared title from XXXX XXXX company and I told her that she was wrong. She didnt like that I was telling her that she was wrong cocked her attitude but READ THIS CAREFULLY. I told her to pump her brakes because I gave her the exact date and times that her office received the clear title twice but she didnt know that I had XXXX XXXX in on the conversation and she cocked her attitude again but I told her that if she was the director over the department of Titles and Deeds, it didnt surprise me but the Federal Government were probably already investigating her and if she had been doing that job for 16 years, she needed to be fired because I cant imagine how many others in XXXX XXXX XXXX had done this way. Then XXXX XXXX come into the conversation gave her the names and time to who received the information and then she claimed that lady had retired. I told her that I didnt give a XXXX if she was dead, but if she was dead they better XXXX XXXX XXXX XXXX because we had some questions. However my Title was never found but now this Mr. Cooper and XXXX XXXX XXXX have all of a sudden turned me into the credit bureas, screwed up my credit score and discriminated against myself and my XXXX friends that my XXXX XXXX sees them come to my door, grabs his pulling harnesses and the strap that we use to help my friends and family into my house. My dog is like me and helps anyone never thinking about how its making him feel. However I am XXXX XXXX XXXX and spreading up the progress of my XXXX XXXX progressing and shortening the health and life of my service dog. So now that I have put it exactly how I feel, I am going to file charges against these companies with the Federal Trade Commission as well as the United States Department of Justice Civil Rights Division for violating my rights and my service dogs rights rights that are protected under all of the FEDERAL LAWS OULINED NY THE ADA ACT OF XXXX, and revised in XXXX. Heres the evidence that I didnt have before I filed my first complaint. However I dont want these companies feel like the Line Ranger because I have filled lawsuits against the XXXX XXXX XXXX Department XXXX South Carolina XXXX XXXX XXXX and South Carolina for law enforcement officers excessive use of force on me, assaulted me, tackled me onto an outside iron couch for no legitimate reason other than these law enforcement agencies were too XXXX ignorant as to looking into factual evidence that my soon to be ex-wife, her XXXX XXXX and her family had stolen my identity, took full possession of my personal information, my medical records and an email account that I havent been able to access since XX/XX/XXXX. I have definitive evidence to that fact and I am filing criminal charges against every XXXX one of these individuals and filing lawsuits against them as well because my new divorce attorney is also licensed as a lawyer that can file Federal charges and lawsuits against everyone that has violated my Civil Rights and that includes Mr. Cooper and XXXX XXXX or whatever the XXXX their name is or stands for. So understand that is what I am going to have my lawyer file against these 2 companies for Disability Discrimination, VIOLATING MY CIVIL RIGHT LAWS PROTECTED BY THE ADA ACT AND FOR MY UNITED STATES COMMISSIONED SERVICE DOG, BLUE, because he has just as many Civil Rights like s as ll Americans have. I dont threaten anyone but I am tired of filing complaints, so I am going to copy and paste this final email to everyone that I have just stated and believe me that you all are going to pay for everything that my lawyer is going to charge each entity, company, individuals related to all of these actions against myself, my son and my service dog. AGAIN I STRONGLY REITERATE THAT I HAVE NEVER MADE A THREAT TOWARDS ANYONE AND NEVER WILL, BUT SEVERAL PEOPLE HAVE THREATENED ME AND I ALWAYS FIGHT BACK. I ANDWER TO GOD AND JESUS CHRIST, I DONT LIE OR THREATEN ANYONE BUT JUST UNDERSTAND THAT I DO HAVE XXXX XXXX BUT GOD BUILT ME TO ALWAYS FIGHT BACK AGAINST EVIL, THREATS AND LIES AND I ONLY WILL ANSWER TI GOD WHEN I MEET HIM FACE TO FACE. ALL OFYOU I WILL NEVER WISH ANYTHING BAD ON ANYONE OF YOU IN THIS LIFE OR OUR NEXT, BUT I PROMISED MY XXXX XXXX XXXX A FEW DAYS BEFORE HE DIED XXXX XX/XX/XXXX AND MY LAST WORDS THAT I EVER WAS ABLE TO SAY TO HIM WAS THAT I PROMISED HIM THAT I WOULDNT TAKE XXXX OFF OF ANYONE AND I ALWAYS KEEP MY PROMISES. SO BY TUESDAY IF ALL OF THESE ISSUES CREATED BY ALL OF YOU AGAINST MYSELF, MY SON AND MY SERVICE DOG ARE NOT IN WRITING, NOTARIZED AND SIGNED BY A JUDGE TO VERIFY THAT EVERYTHING THAT YOU WILL FIX TO MY SATISFACTION, MY SONS SATISFACTION AND I WILL BE PRESENT BUT HE CAN SAY IF HE IS SATISFIED AND I WILL DETERMINE IF I AM SATISFIED WITH YOUR RESPONSES TO FIX EVERYTHING THAT ALL OF YOU HAVE CREATED, TUESDAY AT XXXX pm EST XXXX, XX/XX/XXXX, IKEEP MY PROMISES AND I AM GOING TO LET MY LAWYER DO EVERYTHING LEGALLY TO FILE AS MSNY CHARGES AND LAWSUITS AGAINST EVERYONE OF YOU EITHER AS A BUSINESS, AN ENTITY OR A STATE AND MY PROMISE THAT I MADE TO XXXX XXXX IS GOING TO BE HONORED LEGALLY. EXACTLY HOW CAN MR. Cooper and XXXX XXXX open up my mortgage account on XX/XX/XXXX along with XXXX XXXX that took over XXXX Bank for a few year but my conditions of my mortgage never changed. However Mr. Cooper and this XXXX XXXX also claimed to have bought my mortgage on XX/XX/XXXX XX/XX/XXXX but again as the document from XXXX XXXX claimed that the 2 companies of Mr. Cooper bought again according to XXXX XXXX documents that I received Thursday XXXX XXXX claimed that Mr. Cooper bought my mortgage AGAIN XXXX XXXX and XXXX XXXX stated that they bought my mortgage AGAIN AS WELL on XX/XX/XXXX. If I bought something in XX/XX/XXXX, I sure as XXXX will never buy it again FROM MYSELF. I WOULD SAY EXPLAIN THAT BUT THAT CANT BE EXPLAINED AT ALL. XXXX BOUGHT MY MORTGAGE IN XX/XX/XXXX, XXXX XXXX but Mr. Cooper and XXXX XXXX claimed to have bought my mortgage mortgage also on XX/XX/XXXX XX/XX/XXXX. THAT IS FRAUD BY THESE 2 COMPANIES, ONLY 1. ) MR. COOPER/NATION STAR. and 2. ) XXXX XXXX XXXX. ONLY YHESE 2 for this one complaint but the other 2 that really did have my mortgage, I am not wanting anything from XXXX XXXX XXXX XXXX XXXX XXXX. They did everything legally. Let the XXXX XXXX XXXX, XXXX XXXX XXXX Department, South Carolina XXXX XXXX XXXX and the State Governor that I am filing charges and lawsuits against all of them also if you would like to because I dont discriminate. They are public entities that violated my Civil Rights but my wife and her family, I promise anyone that they will be charged with Federal Charges and I personally am going to sign those warrants for their arrest directly under my lawyers names.THSNK YOU
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09/24/2022 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Servicemember |
My husband and I have been dealing with this nightmare since XX/XX/XXXX. We want our current mortgage company Nationstar/XXXX d/b/a Mr. Cooper to abide by and implement XXXX Veterans Affairs Partial Claim that our former mortgage company XXXX XXXX said we were approved for XXXX XX/XX/XXXX ; remove the derogatory dings on our credit reports, and compensate us for the damages they have caused. The following is a synopsis : On XXXX XX/XX/XXXX : Received a letter from XXXX XXXX stating we had been approved for the XXXX Refund Modification. The letter stated we told XXXX XXXX that we could not resume payments, which was not true. We told XXXX XXXX from the very beginning that we were ready to resume payments. A copy can be provided. XXXX XXXX Loss Mitigation said they would resubmit the paperwork.
On XXXX XX/XX/XXXX : Received a letter from Freedom Mortgage that we had been approved for XXXX Affairs Partial Claim. XXXX XXXX said they would work on the paperwork that had to be notarized. A copy can be provided.
I called XXXX XXXX, and the representative stated the signing would be scheduled. I asked the XXXX XXXX representative if I needed to get a Power of Attorney from my husband, who is active-duty military since he would not be present for the signing. I told the representative that my husband had been reassigned to Washington state and my daughter and I was remaining in XXXX Affairs until her high school graduation, she was in her senior year. The representative said XXXX XXXX would send my husband a copy of the papers in WA and the notary would notarize the documents for him in WA.
XXXX XX/XX/XXXX : A notary witnessed me sign and he notarized the Veterans Affairs Partial Claim paperwork. The Notary, XXXX XXXX with XXXX XXXX, called XXXX Mortgage while he was at the house because he thought My husband was going to be at the signing. No one from XXXX XXXX answered the phone. I signed the paperwork and XXXX said he would XXXX the documents to XXXX XXXX. A copy can be provided.
I kept calling XXXX XXXX and each representative said they would send the papers to my husband, and it never happened.
One day I called XXXX XXXX, and the representative told me that XXXX XXXX sold our loan to Mr. Cooper, and I would have to talk to them about getting the paperwork corrected. The XXXX XXXX representative stated nothing would change with the modification because it was already approved.
I was given the phone number of Mr. Cooper. I kept calling Mr. Cooper for months and was being told my file could not be found so they had not received it from XXXX XXXX.
At XXXX point, I was told I was calling the wrong company and number. I was told to call XXXX, which was the mortgage company doing business as Mr. Copper. I was given the correct number and called.
I called Mr. CooperXXXX several times trying to resolve the matter and start making mortgage payments. Finally, one day I was told that Mr. CopperXXXX finally received the paperwork. After reviewing the paperwork with me on the phone, the representative said the paperwork was wrong and the representative put in a request to her back office to correct it.
After going back and forth with Mr. CooperXXXX, XXXX was told to start making payments in XX/XX/XXXX. As XXXX was ending, I called and asked about making a payment. I was told I could not make a payment because my payment had to be made before XXXX XX/XX/XXXX. I never received anything from Mr. CooperXXXX stating anything about the payment.
Mr. CooperXXXX sent us a demand letter and sent a delinquent payment notification ( 180 days ) to the credit bureaus. XXXX XXXX XXXX closed my credit card because of the derogatory reporting. A negative post to our credit hurts My husbands security clearance and therefore his career and our lively hood.
In XXXX, I discovered a letter in my Cooper portal that was never sent to us. The letter was dated XXXX XX/XX/XXXX and stated Cooper was withdrawing the permanent loan modification we were approved for because they did not receive the loan documents properly executed. The documents were never properly executed because XXXX Mortgage and Cooper failed to send my husband the documents. Additionally, Cooper bought the loan from XXXX XXXX with only my signature. I will state again, the XXXX XXXX documents stated they sold the loan to Cooper in XX/XX/XXXX ; however, XXXX XXXX had me sign and notarized the docs in XX/XX/XXXX.
During the week of XXXX XX/XX/XXXX, Mr. Cooper/XXXX stated Veterans Affairs disapproved the post-forbearance plan because the home is a rental. I have copies of the original forbearance application and approval showing we applied for the CARES Act COVID-19 Forbearance indicating the property was a rental. Additionally, when we were exiting forbearance last year, I spoke with a Veterans Affairs representative and spoke with XXXX Mortgage representatives and was told by both parties that Veterans Affairs would treat ALL Veterans Affairs loans exiting forbearance at special consideration made for the CARES Act forbearance. This would allow workout plans without the need to submit paperwork and rentals would not be treated differently if the forbearance occurred under the CARES Act.
XXXX XX/XX/XXXX : I was told my husband and I would have to apply for a standard loan modification and there is no guarantee it will be approved, and Mr. Cooper/XXXX was going to hit our credit 180 days late once again. Before being forced to deal with Cooper, we had credit scores in the high XXXX and over XXXX. XXXX and I have suffered a XXXX drop in our credit rating, which caused banks to close our credit card accounts due to negative credit reporting, XXXX XXXX clearance with the XXXX XXXX being jeopardized, and we are unable to move because our credit scores are now subpar. We were forced to apply for a traditional loan modification or face foreclosure, even though Mr. Cooper would not allow us to make payments. I opine that Cooper dinged our credit to justify the need for the traditional modification. We were told to pay everything owed ( $ XXXX ) or they could not accept payment. We now have a higher interest rate and loan payment.
On or about XXXX and XX/XX/XXXX, Cooper reported another XXXX days late payment to our credit report.
Due to the hardship, the eviction moratorium caused us financially, we applied for the COVID-19 Forbearance for six of our properties. All properties went through the same post-forbearance process with no issues at all. Of course, they were with other banks/mortgage companies. Dealing with Mr. Cooper is the first occurrence where they did not allow us the post- forbearance workout under COVID-19 CARES Act Forbearance program. They refused to accept the approved modification we were approved for through XXXX XXXX, even though we were told they could not change the loan. Then when we were told our only options were to apply for a traditional modification or foreclosure then they gave us an unbelievable hassle when we submitted our financial paperwork.
We have all the paperwork from the point we applied for the forbearance and received two approvals, Cooper declining to honor the approval to the contradicting letters from Cooper about the modification process.
XXXX and I are seeking relief and financial compensation due to this outrage. I believe we have been racially targeted and discriminated against by Mr. Cooper, there is no other plausible explanation for this treachery. They must be held accountable! It was as if they were trying to request so much and find a reason to deny our modification.
My belief Coopers actions were discriminatory is based on the following occurrences : i. Cooper had ALL documentation showing this loan was a COVID-19 Forbearance and was approved for a Post forbearance workout but canceling the approved modification. Even though they never sent us the paperwork and they bought the loan from XXXX Mortgage knowing there was only one signature. XXXX Mortgage told me Cooper would have to manage the matter of getting the other signature. We were told by XXXX Mortgage that Cooper had to honor the approved modification.
ii. Intentionally dinging our credit bringing our credit from the high XXXX and XXXX to XXXX, which would justify a traditional modification and justify the more costly loan. Studies have shown mortgage companies have been found to place certain XXXX customers into more costly loans based on their race.
iii. Providing us with conflicting letters about the modification ( we have copies ).
iv. The following are a few examples of the way Cooper handled the information they needed us to provide to show proof of our financial standing to get a modification : a. While applying for the traditional modification we uploaded XXXX files many with XXXX pages or more per file. Cooper kept asking for more information even though I had already uploaded the information. There were times I took the same information and placed it in a different format and the documents were accepted by whoever was managing our account. I had to call my single point of contact, who at the time was XXXX XXXX, several times to get clarification on what was needed because I would call and send what the Cooper representative asked me to provide and it would be accepted initially, and then later I would check the portal and I was being asked for the same information I uploaded prior. After going through this several times, I called XXXX and she provided me with a list of what I needed to provide. I provided the information and again it was accepted, and then later, I believe it was the following day, the same information was being requested. It got to a point where I had to send XXXX the information and asked her, please give the documents to loss mitigation because they keep rejecting them from me. Once XXXX provided the information it was accepted.
b. I was asked to provide two pay stubs for monthly payments. I provided XXXX military leave and earning statement ( LES ) which clearly showed XXXX XXXX. The representative said I needed two for the month. I explained he only got paid once a month, which is why the pay period block had XXXX. I had to write a letter explaining that is what the paid time meant and submit the letter with his LES again. Incidents like that happened several times.
c. I submitted bank statements that indicated the exact amount we received for rent for our rental properties. We were then asked to clarify the rental deposits shown. I attached the lease agreements ; the owners distribution statements from the property managers and the bank statements for each rental property and provided a letter explaining it all with a graph on the letter breaking down the income and expenses for the months requested and uploaded on file with all the information for each property. It was accepted and then the next day I was asked to provide an income statement for each property, which is what the graph on the letter of explanation was. I took the graph, modified it to indicate each property, and uploaded one for each property. Once again it was accepted and then denied, and they asked for the same thing. I then contacted XXXX via email, to which I have a copy, and I was not asked for the information again.
ADDITIONAL INFORMATION : All the Veteran Affairs circulars state Veteran Affairs is going to work with veterans coming out of the CARES Act Forbearance. I have looked at the Veteran Affairs Post-Forbearance Circulars : XXXX, Dated XXXX XX/XX/XXXX XXXX Veterans Assistance Partial Claim Payment Program XXXX XXXX, Dated XXXX XX/XX/XXXX XXXX Deferment is a COVID-19 Home Retention Program Option.
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01/26/2020 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
Please accept this formal complaint in regard to our business interactions with Mr. Cooper, Nationstar Mortgage LLC known as provider, or service provider. References to " respresentive '' were employees of Mr. Cooper contacted throughout this process. Most dates listed are approximations of the date period the events or sub-series of events occurred. This was done in an effort to simplify the complaint. We have been in constant communication with our loan service provider to resolve the issue, but attempts have been unsuccessful. We can afford this home and the current terms, but the provider has failed to process information provided in a way to demonstrate our abilities to make on time payments. I have nowhere to turn outside of seeking legal counsel ( next step ) and ask that you consider the totality of our complaint, as well as individual incidents, to determine if unfair and deceptive business practices have occurred. We are well positioned to provide supporting details if needed. Please reach out if there are any further needs to generate a comprehensive inquiry.
Step 1 : Please accept this complaint in regard to unfair and deceptive business practices that violate the California Homeowners bill of rights while attempting to modify our mortgage to an affordable level. It has become clear that our loan service provider has no interest in helping us reach a solution, and has made no efforts otherwise to assist in the process.
Step 2 : Since the beginning our loan modification process, our loan servicer has been deceptive through purposeful misguidance, failure to disclose or vague in need for additional documents, failure to provide a single source for assistance, failure to process/acknowledge documents, failure to process appeals, erroneous obligation attachments, erroneous self-employment status claims, and failure to accept payment ( s ). These deceptive practices have delayed our ability to receive a loan modification while allowing our loan processor to proceed with the foreclosure process, a violation of the California Homeowners Bill of Rights.
Step 3 : XX/XX/2019, Service provider informed us that they would not accept partial payments and to proceed with the modification process. We are currently behind on our mortgage by {$23000.00}, but are able to reduce that amount significantly to allow affordable modification options. Our hardship of reduction in income and increase in expense has been submitted for review multiple times with no indication from the provider that they are willing to assist.
XX/XX/2019, Service provider informed us via phone conversation that we were declined for surplus income and needed to modify our expenses to calculate an income surplus of {$250.00} - {$400.00} in order to be considered. Subsequent modification request ( s ) listed monthly expense surplus as requested/suggested by provider and were then declined as having excessive obligations. This deceptive guidance further delayed the process and aided provider in declination.
XX/XX/2019, despite providing a letter of explanation in regard to income received by a neighbor for storing vehicles would require a profit and loss statement as self-employment income. This information was only made available through our own inquiry. Informed by representative that it would be better to not include this income and to submit letter of explanation to state that no rent ( s ) are received on this property. Subsequent application ( s ) declined for insufficient income. This deception coerced us in to reducing income aiding in the declination.
XX/XX/2019, informed again by service provider that rent on the subject property would not be an appropriate source of supplemental income as it would be subjected to taxation and deductions. That this supplemental income would be better received as a gift, or household contribution. Subsequent application was submitted with gift letter. This application was declined, representative stating that this income could not be considered as income despite request to modify as such. This deception further delayed the modification process and impeded attempts.
XXXX-XX/XX/2019 informed by representative that a loan modification request was initiated by the VA simultaneously with our modification request. We had simultaneously submitted multiple supporting documents to secure a modification. This loan modification was declined for excessive obligations with no specific details on what was being considered. Appeal was filed within timelines stating that we could not have had excessive obligations if the information submitted was reviewed. We specifically submitted the claim that the provider did not review the information provided in the packet. Was informed by service provider that any information provided by us at the same time was not considered as they were processing the 3rd party inquiry and we had to submit a new packet as opposed to an appeal. Our opportunity to appeal was never processed in accordance to their own published guidelines. Our purpose for appeal was specific that they did not review any details of our application and warranted opportunity to appeal. No response was issued addressing our claim. This further delaying the process.
XX/XX/2019 ( estimated ), Reached out to service provider to discuss options to better our chances of modification. Guidance by provider was to not make a considerable payment towards the past due balance as the 3 month pay back agreement would be unaffordable. This is deceptive as later conversations with provider revealed our past due would be easier to accept if lessened.
XX/XX/2019, New application was filed as a result and subsequently declined with no reasoning. Throughout the process requested profit and loss statement for self-employment income. There has never been self-employment income claimed on our applications. Letters of explanation were provided stating as such. Representative stated excessive obligations with no detail provided.
XX/XX/2019, filed an appeal stating that we had sufficient income providing proof of income and monthly statements. The appeal was declined again stating excessive obligations and that the supplemental income received could not be considered despite the guidance to not claim as rent. Within the same response the provider stated that the income would be considered if listed as rent, despite previous guidance by the provider to not list as rent. Additionally, the appeal decline lists a negative income of {$1000.00}. The information and expense lists provide by us to the provider list a surplus of income. Again, the provider lists obligations without explanation further delaying the process as we get closer to foreclosure status.
XX/XX/2019, Filed new application listing appropriate changes in circumstance and appropriate surplus based on request from provider. Application process was held up by provider. Only through inquiry of our own did we discover that the provider was withholding the application for an erroneous claim that there was self-employment income attached to our application, and that we had to submit a letter of explanation explaining that there was no self-employment income.
On XX/XX/XXXX, the provider also erroneously attached our application and rental income statement to address XXXX XXXX XXXX XXXX XXXX, CA XXXX. Representative stated that they still show XXXX XXXX, applicant, attached to this home and assumed that the rental income must be coming from this home. This occurred despite having a signed leased agreement as part of the initial application stating that the {$1000.00} rental income comes from our primary address of XXXX XXXX XXXX. XXXX XXXX, CA XXXX. This is a room in our home that we rent to XXXX XXXX. We have never once associated our application or rental income with the XXXX XXXX XXXX address and have always listed this as our only home. The erroneous addition of obligation would have certainly affected the outcome of this, and previous applications, but was only made available through accidental conversation prompted by the consumer. This was clearly an attempt to drag out this process to allow the foreclosure process to continue.
XX/XX/XXXX, Despite informing provider that they are incorrect in their assumptions, they still require a letter of explanation to dispute their unsubstantiated, unwarranted, and erroneous claims of additional properties and self-employment income further delaying our application and allowing the foreclosure process to continue. Letter of explanation submitted. This is an unfair and deceptive practice as it was not the consumers responsibility to clarify the erroneous claim. This burden should have fallen on the provider as more than sufficient evidence stating otherwise was already accepted and processed.
XX/XX/XXXX, We inquired about status of our pending application to discover that they did not see the letter of explanation when sent in, but then acknowledged receipt on this phone call stating that it was hidden behind other documents. Following this acknowledgement, our application was received for review. This is negligence on the part of the provider and again delayed the process allowing the foreclosure to continue.
XX/XX/XXXX, Mr. Cooper reopened a vague request for lease agreement, rental income, etc. It was through our own diligence that we discovered the inquiry that was previously displayed as accepted. Upon contacting the provider, they informed us that they required a statement connecting our names to the receiving account for rental payments. If this information was required, it should have been included in previous conversations or requests and should not have previously been accepted. This appears to be a deceptive practice to reopen the application phase on what was previously accepted. Additionally, like all previous applications, and despite our written request, the provider has never once reached out to us to explain any deficits or needs. All discoveries were made through our own inquiry and happening across information as representatives review our application. This is an unfair and deceptive practice by requiring consumers to unnecessarily fish for information that is readily available to the service provider and further delaying the process and allowing foreclosure to continue.
Provider never provided a single source ; two names were provided XXXX XXXX XXXX and XXXX XXXX. However, neither party was ever made available to discuss the specific details of our modification. In XXXX, it was explained to us by the provider representative that this is a common practice and frustrates them as well. During a second request, I was informed that the names listed are not people handling our case and that there was no such thing as a dedicated loan specialist just for our case. The representatives almost unanimously disapprove of this practice as well. This is appearing to be a purposeful business practice to make navigating the loss mitigation process extremely difficult and confusing.
The service provider initially only accepted hand-written explanations, delaying first application. If agreed/stated that all submissions are true and adorned with consumer signature, I can not see any business purpose for this other than to make it difficult on the consumer. The provider would not accept typed documents until we, the consumers, informed them that we could not supply hand written documents due to injury.
Thank you for taking the time to review this complaint.
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10/15/2021 |
Yes |
- Mortgage
- Other type of mortgage
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Web |
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Loan # XXXX Estate of XXXX XXXX XXXX XXXX XXXX Mr. Cooper Please be advised that both my parents passed in XXXX. Since their passing I've have put the subject property townhome located at XXXX XXXX XXXX XXXX, Texas in my name " XXXX XXXX XXXX '' in XXXX XXXX XXXX Texas. I've applied for and was granted homestead exemption from the subject property. Just a note I was a licensed XXXX XXXX in Texas for 13 years. It was simple turn in current paycheck stubs and stay current on them and submit two years of last tax returns. Mr Cooper said there were different options and it would be real simple.
I had called on XXXX XXXX Mr Cooper to start my MMA loan process since I had just got a job with XXXX XXXX position as a XXXX XXXX. My balance at that time on the forebearance loan was about {$12000.00} I was told I could pay down as much as could and I would not be able to make any payments and it would be a quick process. I paid it down to about {$6400.00} my balance is now {$14000.00} plus. I was told if I needed to keep some cash for anything during the pandemic might be a good idea to save some cash. The nightmare was ending for me of being unemployed and I could get life back in order. It took three weeks to get application in the mail. I tried to get application sent me by Mr Cooper download but it was encrypted. My phone was old as well as my personal computer and was not able to get it opened. I entered password on phone and tried to download it stated password was wrong and no way to reset it. This process has just taken a toll on my work and my health never know day if I'm going to lose my house. They don't worry we are going to take of everything. I just want help in anyway shape or form. I spoke to an attorney he stated before hiring him I submit a complaint to your agency maybe you all could help. I work on this all weekend and if it sounds all mixed up and makes no Sense that's because it is but it's what I've been put through. This is just wrong plain and simple and if you look around at other forums I'm not the only one going through the same mess. Thank for taking the time to review.
XX/XX/XXXX Emailed first MMA loan application, XXXX XXXX dated XX/XX/XXXX E-mailed to XXXX. This email address is where they received documents and same email address where they just don't seem to get receive documents. RED FLAG Refer to XXXX XXXX XXXX XX/XX/XXXX Emailed 2nd paycheck stub from my employer XXXX XXXX. Refer to XXXX XXXX.
XX/XX/XXXX Emailed requested HOA fees they stated they can not understand nor could they figures how much the fees are for my HOA. I forwarded them what my HOA always sends to lenders and if was same info we sent on last refinance but they can't figure it out. Spoke to my HOA and they indicated no one else has a problem with what they send. Original docs for HOA sent on XX/XX/XXXX Please refer to XXXX XXXX XXXX XXXX XXXX Forwarded for second time HOA Fees. The stated they did not receive the first time. They were sent to same email address. But keep in mind they stated o they could not understand the documents I sent on the XXXX.
Refer to XXXX XXXX XXXX XX/XX/XXXX During this this time they called and said I filled out wrong application after telling me to fill out the one I submitted. Also sent new XXXX XXXX They claim I filled it out the XXXX XXXX wrong but no one can tell how to fill it out correctly. So I just filled in my name and address and signed it. I mean what am I doing wrong.
XX/XX/XXXX They were suppose to fax me the right application to XXXX XXXX near my house because I could not download the encrypted application. Set email to let them know i still have not received the so-called right application. Sometime between. XX/XX/XXXX and XX/XX/XXXX someone from Mr. Cooper finally help get the application and I sent it in.
XXXX XXXX XXXX XX/XX/XXXX Emailed employment letter. Tried to talk to escalation department that week I was told they could not talk to me because I was not on the loan. But I was told to update documents. You can barely read employment letter but I can forward via email need be. So being so upset and getting tired of there XXXX I re-emailed all documents to prove I was on the loan. I did not take daily notes and I regret not doing it but I'm trying the best I can to explain what I was put through to get this so called don't worry will take care of you loan.
XX/XX/XXXX Emailed second loan application because 1st loan application they told me to submitt was wrong application and current paycheck stubb Refer to XXXX XXXX XX/XX/XXXX Re-emailed XXXX now they are talking about IRS no longer accepts XXXX T it's now XXXX XXXX conducted research on IRS rejecting XXXX T indicates it did not started not accepting XXXX T untill XXXX. Did not print no sense for this purpose refer to XXXX XXXX XXXX XXXX, XXXX Re-emailed HOA fees.
Refer to XXXX XXXX XXXX XXXX XXXX Emailed another XXXX XXXX I just fill it not knowing what I'm doing wrong just fill it out and send it. I have been told several times it was filled out wrong but know can tell what I did wrong. Asked to have management call level 2 this is now a joke.
XXXX XXXX XXXX XXXX XXXX Emailed request to have management contact me. I noted in email that The Department of Savings and Mortgage Lending should be notified by me. Biggest mistake of not following through. I though them know I knew of the agency might help. NOT EVEN CLOSE IT GETS WORSE. Refer to XXXX XXXX XXXX XXXX XXXX Emailed request again to have management contact me. By this point which I stated my health is being effected no sleep from worring and it's starting to effect my work. We stated on XXXX XXXX XXXX to XXXX XXXX XXXX. JUST ANY REQUEST FOR HELP OR CALL BACK IS XXXX.
XXXX XXXX Emailed my XXXX Tax return on email it's stars XXXX but it was XXXX. The lady that runs our tax office husband was diagnosed with XXXX so it was taking time to get paper work from her. Yes I said I wish I was XXXX. This is the worst experience I have ever had to deal with in my life. Refer to XXXX XXXX XXXX. XXXX not printing out any other attachments to send not spending another dime on this company. You have a request of an attachment I'll send it.
XX/XX/XXXX Emailed info that I spoke to two loan offer friends my and they could not fill out XXXX XXXX because it's lender specific. I had sent them a back one sign so they could fill it out themselves.During this time Mr Cooper finally sent a lender specific filled out XXXX XXXX Refer to EM XXXX XXXX XXXX XXXX Emailed current paycheck Stubb 's request to have senior mangement call. I would get call from Mr Cooper and they would hang up or say they could not connect to the person trying to call me. This went on all the time. Refer to XXXX XXXX XXXX XXXX XXXX Paycheck stubb for what have no idea where my loan is in process.
Refer XXXX XXXX XXXX XX/XX/XXXX Online document states I need XXXX but Mr Cooper states just that. I get 1099 from unemployment and I get a 109XXXX for XXXX but your supposed to guess which one you need. I needed a 1099 G from unemployment. pathetic. Refer to XXXX XXXX XXXX XXXX XXXX Emailed XXXX G for unemployment. Refer to EM XXXX XXXX During this period now the want a P & L STATEMENT for XXXX but the lady that runs our little tax office husband is diagnosed with XXXX.
XXXX XXXX Emailed that fact that I was working on getting XXXX & XXXX for XXXX statement but the husband of Mine that is the tax preparer of our tax office was diagnosed with XXXX and I don't want to bother her at this time. The only reason we have this little tax office is help provide income for Mine. Refer to XXXX XXXX XXXX XXXX XXXX Emailed another update on why we need time to get XXXX & XXXX Refer to. XXXX XXXX XXXX Finally get help started talking talking to XXXX XXXX XXXX. Emails current paycheck stubs to her she wants help and knows about our tax preparer Mine and her husband 's situation. I'm now in talks with my cousin retired accountant to see if he can help me get this P & L done. I SENT THEIR REQUEST NOW THEY WANT QUARTERLY STATEMENT ENDING XX/XX/XXXX XXXX XXXX XXXX XXXX statement. Just out of the Blue this XXXX is just pathetic get my cousin to help me again.
XX/XX/XXXX Emailed XXXX XXXX current paycheck XXXX 's. She forwards to underwriting the XXXX I can figure and very grateful for her help.
EM XXXX XXXX XXXX XXXX Emailed bank statements to my cousin so he can help with XXXX & XXXX Statement.
XXXX XXXX Receive copy of XXXX & XXXX For XXXX ENDING XX/XX/XXXX and forward XXXX XXXX Emailed XXXX Assumed name of business which was my dad 's now there questioning the legitimacy of the business. XXXX XXXX Ending XX/XX/XXXX.
Refer to XXXX XXXX XXXX XX/XX/XXXX Got a call from Mr Cooper all my paperwork is out of date XXXX XXXX THIS PEOPLE. And the clincher I fill out wrong application again. Basically I'm just worn out from this whole process it's like they are just wearing down to force to to sell my home. Refer to XXXX XXXX XXXX XX/XX/XXXX Emailed XXXX again basically begging for help.
EM XXXX XXXX Never heard back from her.
XXXX XXXX Emailed another application. By this time I have sent them 3 separate applications. This can not be legal. Again they keep running me around in circles on the mean time my balance keeps rising. Refer to XXXX XXXX XXXX.
WORK IS BEING EFFECTED CANT SLEEP JUST CONSTANTLY WORRIED WHEN THEY SAID THEY WERE HERE TO HELP. ABOUT READY JUST TO GIVE UP ON XXXX.
XX/XX/XXXX Emailed the original first application they reject. I even told them I'm sending you an application you rejected the first time ... XXXX Refer to XXXX XXXX.
XX/XX/XXXX Emailed again for second time P & L foe quarter ending XX/XX/XXXX. Notice now how the get emails at the same address that they don't get emails. Refer to XXXX XXXX XX/XX/XXXX Emailed letter again trying to prove the valitaty of the Tax Office again and again another copy of business expenses. If I had know trying to help provide income for a person who has work for my mom and dad for 45 years was this bad I would have closed it. We keep the office open for Mine to help provide her income. By this time her husband has died of XXXX.
XXXX XXXX Somewhere in process they were question a check for {$400.00} plus range we accidentally put other under other expenses and it was a contract labor expenses. Explained that to a XXXX XX/XX/XXXX Emailed XXXX XXXX the updated Business Expense Report just as she requested we correct it. She said she would review it and this should be final correction. Man was I a fool. Refer to XXXX XXXX XX/XX/XXXX I'm getting calls that I have not submitted the corrected regarding the experience they wanted correct XXXX I guess never forwarded the correction I have no idea nor at this point to I care this has got to be illegal in some way shape or for. Refer to XXXX XXXX XX/XX/XXXX Email XXXX XXXX to see what was going on with what she told me how to correct. This was just a error on our part on the original expense report. It's been almost a month since I sent it her her I believe it was XX/XX/XXXX. I'm still getting calls for it the corrected report. How can this be happening. Refer to XXXX XXXX XXXX XX/XX/XXXX Forwarded corrected Spreadsheet again and again to the XXXX someone they say they never received it..
Refer to XXXX XXXX I SENT SAME EMAIL TWICE THAT DAY.
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06/22/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American, Servicemember |
Consumer Finance Protection Bureau : This complaint is about the unfair, deceptive, and abusive practices by Mr. Cooper Mortgage Company in reporting late or missed mortgage payments for our investment rental property ( XXXX XXXX XXXX XXXX, XXXX, GA XXXX ) to credit reporting agencies. We ( XXXX XXXX XXXX, XXXX and XXXX XXXX ) are submitting this complaint on our own behalf. We live at XXXX XXXX XXXX, XXXX, FL XXXX, cell XXXX XXXX XXXX. We both are retired XXXX XXXX, veterans with XXXX years of service between us.
ISSUE : Mr. Cooper reported to all credit reporting agencies ( XXXX, XXXX, XXXX, and XXXX ) that we missed mortgage payments for four ( 4 ) months in a row. As you will read in the attached Payment Analysis ( Exhibit 1 ), we have NEVER missed a mortgage payment to Mr. Cooper, nor has it EVER been late. Rather we did not realize that our escrow payment increased. Keep in mind that the escrow account is voluntary and prepaid and our money. At no time was Mr. Cooper out of pocket to pay for our property taxes or homeowner insurance.
The Payment Analysis also shows that Mr. Cooper co-mingled our personal escrow funds with the funds used to pay the note owed to Mr. Cooper, then did not apply our payments to the mortgage P & I when the escrow payment was incorrect. This is not in accordance with Generally Accepted Accounting Principles. In fact Mr. Cooper used our personal escrow funds to ruin our credit. Our voluntary escrow payments were never late nor missed, just incorrect which we paid as soon as we found out about the escrow shortage. It is deceptive to report to credit reporting agencies that our mortgage payments were missed or late, when that is demonstrably not the case.
BACKGROUND : We found out on XXXX XX/XX/XXXX from XXXX XXXX that our credit scores plummeted due to late or missed payments to Mr. Cooper.
At the time, we were doing paperless statements as an accommodation to Mr. Cooper. Mr. Cooper did email us every month that the mortgage statements were available online.
However, those emails did not alert us that there was a change in escrow payments. In fact no email was sent to us telling us there was a new document ( escrow statements ) in our online portal, not for the XX/XX/XXXX escrow statement nor the XX/XX/XXXX escrow statement, although it is their practice to send an email stating that there is a new document in our portal.
As soon as we were alerted by XXXX XXXX on XXXX XXXX, we went online to the Mr. Cooper portal and found a XX/XX/XXXX escrow account statement stating that we were short by {$1300.00} ( Exhibit 2 ) which we paid immediately. We subsequently emailed Mr. Cooper on XXXX XX/XX/XXXX ( Exhibit 3 ) to confirm that we were paying the escrow shortage, requested that they remove the negative comments from our credit history, and asked what our XXXX XXXX monthly payment would be.
As you can read from the attached Contact Analysis ( Exhibit 4 ), we contacted Mr. Cooper by email on XXXX XXXX, XXXX XXXX, and XXXX XXXX ( Exhibit 3 ). We received a phone call from XXXX from customer service on XXXX XXXX to ask us when we were going to pay our XXXX premium in spite of the emails we sent to Mr. Cooper asking what our XXXX payment was going to be, since we were paying our mortgage payments every month. XXXX said to send them our payment record and get them to update our credit history.
The written response to our XXXX emails was finally received on XXXX XXXX saying that we will get a response within 30 business days ( Exhibit 5 ). However, we received a XXXX XXXX letter via email that stated that our payments were being placed in a holding account for unapplied funds. The letter then states that they are unable to remove the negative credit reporting that occurred as a result of the incorrect payments ( Exhibit 6 ). Reporting that our mortgage payments were late or missed as a result of Mr. Coopers own bookkeeping practices ( including the co-mingling of funds ) is deceptive and misleading.
However, on XXXX XX/XX/XXXX, Mr. Cooper sent us a letter stating that they submitted an update to the credit reporting agencies with instructions to remove the negative credit information reported for the months of XXXX and XX/XX/XXXX and to allow the agencies five ( 5 ) days to complete the update ( Exhibit 7 ). A subsequent letter dated XXXX XXXX further supports their contention that they submitted instructions to remove the delinquent reporting for the months of XXXX and XX/XX/XXXX ( Exhibit 8 ).
To date not only did they not correct the XXXX and XXXX delinquencies with the credit reporting agencies, but we were told by a company ( XXXX XXXX ) while we were attempting to refinance our Florida home mortgage, that the credit reporting agencies were showing that we missed the XXXX and XX/XX/XXXX payments as well!
We reported this problem to Mr. Cooper on XXXX XXXX, again on XXXX XXXX, and finally again on XXXX XXXX ( Exhibit 9 ). On XXXX XX/XX/XXXX, Mr. Cooper sent a letter stating that they would provide a response to our XXXX XXXX email within 30 business days ( Exhibit 10 )!
On XXXX XX/XX/XXXX, Mr. Cooper again sent a letter stating that they would provide a response to our XXXX XX/XX/XXXX email within XXXX business days ( Exhibit 11 )! On XXXX XX/XX/XXXX, Mr. Cooper in a letter responding to our XXXX XXXX email stated that they found no errors in our credit history.
They determined that a credit correction is not necessary at this time. ( Exhibit 12 ) On XXXX XXXX, we asked via email what did Mr. Cooper report for XXXX and XXXX since it was not clear whether or not they reported that we paid XXXX and XXXX payments ( Exhibit 13 ). On XXXX XXXX Mr. Cooper sent a letter stating that they would respond to our query within 30 days ( Exhibit 14 )!
Thirty days to wait for a response to a pressing time-sensitive issue means that the consumer can not correct a payment problem before Mr. Cooper destroys their credit. It seems to us that Mr. Cooper has even violated the requirement to refrain from reporting missed or late payments to credit reporting agencies for sixty days when there is an open dispute.
On XXXX XXXX, my husband tried to reach someone who could assist us with this issue. If you review the contact analysis from XXXX XXXX to XXXX XXXX, we called or emailed the research department or customer service 14 times in a four month period. He was finally referred to a Mr. XXXX XXXX at the Escalation Resolution Department. He sent us a Verification of Mortgage that showed that we were 60 days delinquent for XXXX XXXX, 60 days delinquent for XX/XX/XXXX, and 30 days delinquent for XX/XX/XXXX ( Exhibit 15 ). THERE WAS NO RECOGNITION THAT THEY SUPPOSEDLY INSTRUCTED THE CREDIT REPORTING AGENCIES TO REMOVE NEGATIVE COMMENTS FOR XXXX AND XX/XX/XXXX! We emailed several times, but there was no actual response to our emails ( Exhibit 16 ).
If you review the Payment Analysis ( Exhibit 1 ) for XXXX for the period XX/XX/XXXX to XX/XX/XXXX, you will find that we paid the mortgage P & I payments ON TIME EVERY TIME. Mr. Cooper was never impacted by our personal voluntary escrow shortage which was brought up to date as soon as we found out it was short. Yet Mr. Cooper reports four late or missed mortgage payments to the credit reporting agencies. See the attached credit reports from XXXX and XXXX via XXXX XXXX ( Exhibits 17 and 18 ).
While waiting for Mr. Cooper to let us know what our XXXX payment should be, we paid the regular monthly payment of {$2100.00} due XX/XX/XXXX cited on the XX/XX/XXXX Mortgage Loan Statement ( Exhibit 19 ), since we assumed that by paying the escrow shortage, we were caught up and the regular monthly payment would apply. How wrong we were!
Notice also in the Payment XXXX ( Exhibit 1 ) that we were fraudulently forced to pay two mortgage payments in XXXX XXXX {$2100.00} on XX/XX/XXXX and {$2900.00} on XX/XX/XXXX ), to comply with the demands of the customer service people who fraudulently claimed that this would bring us current. In reality, we paid fourteen ( 14 ) mortgage payments in thirteen ( 13 ) months for a total of {$21000.00}, while Mr. Cooper claims that we paid 13 payments in 13 months for a total of {$20000.00}. As you can see from the Analysis, Mr. Coopers accounting is unfathomable.
All of these calls were recorded by Mr. Cooper and should be available for your review. The last communication we had was with XXXX on XXXX XXXX in which she agreed that all the payments were received on time and was going to send this information to some department on an expedited basis. Instead we find that we are being punished for pursuing a positive resolution to this matter.
IMPACT : These adverse mortgage payment comments stay on our credit history for seven ( 7 ) years and impacts our ability to get refinancing our home, to apply for a {$350000.00} construction loan to add a building to our property, and to apply for grants for our Veterans and Youth Volunteer nonprofit organization.
We are in our seventies and find this situation unfair, abusive, deceptive, fraudulent, and intolerable. We have been materially damaged by Mr. Coopers intransigent attitude toward correcting our credit history by not being able to refinance or get a construction loan at the lower interest rates or at any interest rates for that matter. Further, grant funding agencies look at credit scores to determine character and right now we look like dirt balls.
If our credit reports are not changed, the amount of financial damage done to us because we can not refinance at a lower interest rate nor get the construction loan we need nor qualify for grants for our nonprofit is incalculable.
RELIEF SOUGHT : ( 1 ) We seek assistance from the Consumer Finance Protection Bureau to get Mr. Cooper to instruct the credit reporting agencies to remove the XXXX delinquency comments from our credit history immediately and report that we have paid all of our mortgage payments ON TIME EVERY TIME.
( 2 ) We seek to have the extra mortgage payment of {$2100.00} in XXXX returned to us, as well as the late fees.
( 3 ) A rule be implemented that mortgage companies must report as paid on time that part of a payment that covers the Principle & Interest of a note.
( 4 ) A rule be implemented that mortgage companies can not report mortgage payments as missed or late if only the voluntary escrow payment is incorrect.
Respectfully submitted for resolution, XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX. XXXX XXXX XXXX, XXXX XXXX ( XXXX. ) XXXX XXXX XXXX.
XXXX, FL XXXX XXXX XXXX XXXX cell List of Exhibits : ( 1 ) Mr. Cooper Payment Analysis XXXX ( 2 ) Escrow Stmt XXXX ( 3 ) XXXX XXXX XXXX XXXX XXXX, XXXX etc.
( 4 ) Mr. Cooper Contact Analysis XXXX ( 5 ) Cooper Mortg Response XXXX ( 6 ) Cooper Mortg Response XXXX ( 7 ) Cooper Mortg Credit Report Change XXXX ( 8 ) Cooper Mortg Credit Report Change XXXX ( 9 ) XXXX URGENT_Correction Needed XXXX, XXXX, XX/XX/XXXX ( 10 ) Cooper Mortg Response XXXX ( 11 ) Cooper Mortg Response XXXX ( 12 ) Cooper Mortg Response XXXX ( 13 ) XXXX URGENT_Correction Needed XXXX ( 14 ) Cooper Mortg Response XXXX ( 15 ) Verification of Mortgage XXXX ( 16 ) XXXX to XXXX XXXX XXXX ( 17 ) XXXX XXXX Detail ( 18 ) XXXX XXXX Detail ( 19 ) XX/XX/XXXX XXXX Due XXXX
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09/04/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Purchased home on XXXX using mortgage company XXXX, they sold it to Nationstar.
XXXX XXXX XXXX at XXXX XXXX emailed homeowner Thank you for taking the time to talk with me about the difficulties you were experiencing with bill pay. Ive called online banking and they are opening a case to look into the issue. XXXX, the specialist with the Online Banking department, let me know shes sending something called good faith letters to Mr. Cooper that will show that XXXX XXXX is looking into the situation. She also stated that she would be sending proof of payment letters to Mr. Cooper within 1 business day and you should hear back from them no later than 7 business days. If you need additional assistance, please reach out to me.
XXXX Homeowner contacted Mr. Cooper about discussing refinancing and were notified that we had to get current on our payments before we could discuss refinancing. Payments needed to be made for XXXX, XXXX and XXXX. We also received an email letting us know that our new home loan request was received.
XXXX Homeowners were notified that the Hazard Insurance was paid for 1 year XXXX.
XXXX Homeowner contacted Mr. Cooper and uploaded documents from XXXX XXXX - bank statements showing that the payments were deducted from our bank account.
XXXX Mr. Cooper responded Thank you for your ticket. We look forward to helping you. Due to high demand, our response times may be longer than usual. All tickets are assigned based on the order they are received. Well reach out if we need additional information to complete your request. Theres nothing else you need to do at this time.
XXXX Mr. Cooper responded Thank you for contacting Mr. Cooper. Due to the nature of your request additional research is needed, along with supporting documentation related to your inquiry. Please fax a copy of the statement to our Research and Response Department at ( XXXX ) XXXX or by mail to the address referenced below. Please make sure to include your ten-digit Mr. Cooper loan number on the supporting documentation to expedite this process. Mr. Cooper XXXX Homeowner faxed the documents to the above number.
XXXX Homeowner sent the message to Mr. Cooper. I have mailed the information bank statements showing the payments came out for XXXX, XXXX, and XXXX. I have been charged late fees and these have not been addressed. Today, I was making a payment online directly through the Mr. Cooper website and I put in {$2000.00} for the payment and it was changed to {$3600.00} automatically.
XXXX Homeowner went to XXXX XXXX and talked with XXXX XXXX and filled out paperwork to Stop Payment on the {$3600.00}. XXXX XXXX applied it to homeowners husbands account instead of wife 's account, therefore it went through.
XXXX Mr. Cooper responded Thank you for your ticket. We look forward to helping you. Due to high demand, our response times may be longer than usual. All tickets are assigned based on the order they are received. Well reach out if we need additional information to complete your request. Theres nothing else you need to do at this time. Your ticket number is XXXX.
XXXX Mr. Cooper responded Thank you for contacting Mr. Cooper. Please be advised that we have notated your account with this information. Our records indicate that your last payment was received on XX/XX/2021, in the amount of {$3600.00}. Please be informed that once the payment is processed, we are unable to stop or cancel the payment. Due to the nature of you late fee inquiry, additional research is needed. We have forwarded your request to our research team for further review. Please allow 7 business days for us to resolve your inquiry. You will receive a letter of resolution within 7-10 days after our review of your account. If you have any questions, please contact us directly at XXXX or call customer service department at XXXX. Sincerely, Mr. Cooper XXXX Received a written response to my request about late fees regarding my XX/XX/XXXX inquiry, denied.
XXXX Homeowners reached out to XXXX XXXX at XXXX XXXX to discuss refinancing. He helped us with getting in touch with XXXX XXXX. Refinancing was denied until this is straightened out. Homeowners credit score has decreased due to late payment claims from Mr. Cooper.
XXXX Email to XXXX XXXX, I just received a nonpayment from Mr. Cooper in the months of XXXX and XXXX. I also have these on my credit report, which is not accurate. Is there anything you can do to help me with this or can you give me a number for assistance? Thanks XXXX Email from XXXX XXXX Hi, I just spoke with a bill pay specialist thats been working on this case. It looks like youre going to be receiving a letter in the next couple days basically saying to give the online bill pay department a call so we can do a 3-way call with the Mr. Cooper merchant ( Nationstar ). They wont speak with us directly because we are not their customer so thats why we need you on the line.
Im sorry youre still experiencing issues. At this point I think it might be wise to call the bill pay department and have your bills next to you and go through line by line to ensure that we have the correct account numbers, where to send payment, and things like that. Ive never encountered this before but since I cant see your online bill pay on my end. I think we need to have them take a closer look and work with you directly.
It seems to me that these payments are being processed but then not applied to the correct account number on the billers end?
XXXX Homeowner to XXXX - XXXX, I made an appointment with the XXXX XXXX Branch Manager tomorrow at XXXX to get this figured out. I will let you know how it goes.
Before we could attend the appointment at the branch, Mr. Cooper called so we did a three-way call with homeowners, XXXX XXXX and Mr. Cooper.
XXXX Homeowners, Mr. Cooper customer service representative, XXXX XXXX customer representative were on a phone call to discuss the issues of mortgage payments not being credited to the mortgage. It was determined that if documentation was sent into Mr. Cooper, it would be accepted and processed.
XXXX Homeowner wrote I need to figure out where my payments are going? And attached 6 months of payments coming out of bank account statements. Payments were made through XXXX XXXX in XXXX and XXXX with no issues. In XXXX, XXXX and XXXX there were problems. I received a call to say my payments havent been made. I havent changed anything on my end. Can you look at the transaction numbers and figure out where the money is at? In XXXX on the XXXX, I made the payment through Mr. Coopers website, the money came out with no problems. Thanks, XXXX Mr. Cooper responded Thank you for contacting Mr. Cooper. Due to the nature of your request additional research is needed. We have forwarded your request to our research team for further review. Please allow 7 business days for us to resolve your inquiry. You will receive a letter of resolution within 7-10 days after our review of your account. If you have any questions, please contact us directly at XXXX or call customer service department at XXXX. Sincerely, Mr. Cooper.
XXXX Homeowner met with XXXX XXXX at XXXX XXXX in person to discuss the problems we were having with Mr. Cooper and the mortgage payments were making through XXXX XXXX Bill Pay. XXXX XXXX Bill Pay XXXX was added to the call and a Mr. Cooper customer service representative. XXXX asked Mr. Cooper customer service representative to run a trace on the ACH processing numbers for the mortgage payments on homeowners account and Mr. Cooper refused and demanded to know when homeowner would be making the payments. Homeowner asked to discontinue the call with Mr. Cooper and stayed on the line with XXXX and in person with XXXX. XXXX said she would call homeowner by XXXX that day with an answer. XXXX called and said there was to be a meeting on Monday, XX/XX/2021 at XXXX.
XXXX Homeowner emailed XXXX XXXX about the meeting that had been set up between XXXX ( XXXX XXXX Bill Pay ), XXXX ACH processing, Mr. Cooper supervisor for XXXX on Monday XX/XX/2021 and we did not receive a call. XXXX XXXX never responded to my email.
XXXX Mr. Cooper letter stated that a recent transaction on your account has resulted in us placing funds in an unapplied funds account. This unapplied funds account is used for placing funds that are insufficient to be applied as a full payment. These funds can still be used towards future payments ; however ; while the funds are in and unapplied funds account, they may not prevent your account from accruing late fees or being reported as delinquent to credit bureaus where permitted under applicable law. Your current balance of unapplied funds is {$1300.00}. To expedite the processing of these funds, please remit the remaining amount due in order to complete a full payment owed. If additional funds are not remitted and we are unable to apply these funds to your loan, they may be subject to return. As of the date of this letter, the total amount required to bring this account current if {$2300.00}. Account statuses are subject to change. Please contact us for up-to-date account information and amounts owed.
XXXX Mr. Cooper wrote a letter stating that XX/XX/2021 and XX/XX/2021 payments have not been made for the amount of {$2300.00}.
XXXX Mr. Cooper wrote a letter to discuss foreclosure on our home due to our loan being overdue.
XXXX Homeowners hired XXXX XXXX for legal representation.
XXXX Mr. Cooper wrote a letter stating to contact a delinquent loan specialist.
XXXX Received a statement from Mr. Cooper {$5300.00} is due by XXXX.
XXXX Homeowners, Mr. Cooper ( XXXX ) XXXX, and XXXX XXXX Bill Payment Specialist ( XXXX ) XXXX participated in a phone call to discuss the issues we were having.
homeowners asked for XXXX numbers and were told there were not any. The payment didnt go out as a check, it didnt go out as ACH processing it went out through XXXX and they have account number and routing number that they corresponded together through. XXXX and XXXX no problem with this process. XXXX, XXXX and XXXX cant find our payments. What changed?
NOTE : By the end of the phone call it was discovered that Mr. Cooper had changed the Account Number and it didnt match what XXXX XXXX had been using for the past few years.
Mr. Cooper, customer representative XXXX stated that they needed proof of payments and they had not received XXXX and XXXX payments on our house payments.
It was agreed that XXXX XXXX, Bill Pay Specialist, XXXX would send Proof of Payments along with a letter stating the account number and the routing number for XXXX.
Mr. Cooper, XXXX agreed that it would be sent to the Research Department and they would then go back and apply the payments to XXXX and XXXX, they would reapply fines back to our accounts, and rectify our credit reports.
Mr. Cooper, XXXX stated that they had not sent anything to the credit bureau. NOTE : This is a lie.
Homeowner asked about the foreclosure letter they received and Mr. Cooper denied sending one, stating it would come by certified mail.
XXXX XXXX XXXX received a certified letter of foreclosure which will take place on XXXX if the amount of {$3600.00} is not paid.
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04/17/2018 |
Yes |
- Mortgage
- Reverse mortgage
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- Trouble during payment process
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Web |
|
This complaint is regarding the handling of the servicing for the Reverse mortgage on my mother 's home who is now deceased. I am one of the six ( 6 ) heirs but am also the individual that the now deceased HECM borrower gave permission to XXXX XXXX to discuss this account.
After having repeatedly provided the intent to sell this property within the allotted time frame that is permitted [ up to six ( 6 ) months and if approved, two ( 2 ) ninety-day extensions ] XXXX XXXX continued to make contact via mail demanding documents and threatening legal action to include adding attorney fees and costs to the mortgage balance payoff when moved to the foreclosure process.
As you will read in the timeline below, after our mother passed away, we contacted the servicing division within 17 days to inform them of her death and our intent. I was personally told that XXXX XXXX had no information as to the process that we needed to follow and that we needed to send a written notice of intent by XX/XX/XXXX along with supporting documentation to include a listing since our intent was to sell the property. After explaining that we were engaging a contractor first to assess the needed repairs in order to market the property to eligible buyers, the XXXX representative indicated that that was fine but we needed to send the listing as close to the XX/XX/XXXX date as possible.
Then the threatening notices and visits began that included misleading information ( i.e., statements such as if the loan was not paid in full within 30 days from the date on the XX/XX/XXXX letter, that we were in breach and XXXX would immediately proceed to foreclosure and sale of the property ).
After once again attempting to contact XXXX with a written notice both faxed and sent by certified mail, we continue to receive misleading and threatening letters along with physical visits to the property by XXXX XXXX representatives.
We have engaged a contractor, obtained a fixed-price agreement to repair and renovate the property to prepare for sale, hired and met with an FHA Approved Appraiser that inspected the property on Monday, XX/XX/XXXX and upon receipt of said appraisal, intend to formally list the property. A copy of the listing will be provided once the appraisal is received and a list price is determined based on after-improved/repaired value. This has been the original intent that has been relayed repeatedly to XXXX XXXX since day one to no avail.
Therefore, we are now requesting that the CFPB have this complaint on record and assist us with our complaint of Unfair, Deceptive and Abusive Acts and Practices that XXXX XXXX has engaged in with regard to the handling of our property disposition following the death of the HECM borrower.
What follows below is a date-line of activity on this account since the beginning of the XX/XX/XXXX fiscal year.
XX/XX/XXXX Faxed and mailed the Annual Occupancy Certificate to XXXX XXXX which gave permission to XXXX XXXX to discuss the mortgage account with daughter ( complainant ).
XX/XX/XXXX HECM borrower deceased.
XX/XX/XXXX Daughter ( complainant ) contacted XXXX XXXX at XXXX and spoke with a XXXX XXXX representative by the name of XXXX. Complainant informed XXXX of the passing of the HECM borrower and the XX/XX/XXXX date. Complainant asked the following questions and received the corresponding answers from XXXX : 1. What is the next step in the process to pay off the outstanding balance of the mortgage as the heirs wish to list and sell the property after making needed improvements such as a new roof ; update the kitchen and baths ; replace flooring ; etc.?
Representative XXXX Response : You will need to send either a handwritten or typed, signed, and dated letter of intent describing what you plan to do with the property since you have indicated you will be listing the property for sale. Also, attach a copy of the death certificate and a copy of the listing. This notice must be received by XXXX XXXX no later than XX/XX/XXXX. Make sure to reference the XXXX XXXX Loan number and either fax to XXXX or mail to XXXX XXXX, XXXX. XXXX XXXX, XXXX, Texas XXXX.
2. We wish to first complete the repairs and obtain an appraisal before listing the property for sale so can we send the letter of intent with the death certificate and clarify that the listing will follow?
Representative XXXX Response : Yes, but you need to send a copy of the listing as close to the XX/XX/XXXX date as possible.
3. If after making the improvements and listing the property for sale but no sales contract has been obtained, how much time do we have before the HECM must be paid in full?
Representative XXXX Response : You may request up to two ( 2 ) 90-day extensions but do not send any requests outside of the following date range : XX/XX/18 XX/XX/2018. You may also be required to send further documentation at that time to support the extension request.
4. Is there any written documentation that you can send me that describes this process and the rights of the heirs? Also, are there any forms that should be used for the Letter of Intent that you would be able to send me?
Representative XXXX Response : No, there is no written material that we have that can be sent and there are no documents. You just type or handwrite the Letter of Intent as previously described and send to either the fax or mailing address provided.
XX/XX/XXXX Caregiver/Occupant of property and second daughter of the HECM borrower, contacted complainant and provided a copy of a notice that was taped to the front door of the property, XXXX XXXX XXXX, XXXX XXXX, VA, XXXX by a XXXX XXXX representative. Second daughter ( caretaker for several years along with occupying the property ) was told by the representative that this notice needed to be posted and he needed to take a photo of the notice. The notice is available upon request and includes the following text from the Reverse Mortgage Servicing Dept : URGENT PLEASE CONTACT OUR OFFICE XXXX. XXXX XXXX is a debt collector. This is an attempt to collect a debt and any information obtained will be used for that purpose. However, if you are currently in bankruptcy or have received a discharge in bankruptcy, this communication is not a demand for payment of the captioned debt to the extent that it is included in your bankruptcy or has been discharged, but is provided for informational purposes only.
XX/XX/XXXX Second daughter/additional heir of the HECM borrower, contacted complainant/first daughter and provided a copy of a notice received in the mail at the property address that was addressed to The Estate of HECM borrower. The substance of the notice referred to specific guidelines mandated by the Department of Housing and Urban Development ( HUD ) as follows : The reverse mortgage is technically in default due to the death of the borrower..This letter is not intended as a payoff statement ; additional amounts may become due..Please contact our Reverse Mortgage Servicing Department at to obtain an accurate payoff amount. This default must be resolved by any of the following methods : A. The balance must be paid-in-full within thirty ( 30 ) days from the date of this letter.
B. The mortgage will be released and no deficiency judgment filed if the property sells for the lesser of the debt, including shared appreciation, or 95 % of the appraised value with the proceeds made payable to XXXX XXXX, even if the debt is greater than the appraised value. Please contact us for more information if you are interested in this option and believe that the property value is less than the outstanding principal balance.
C. If the debt is not paid-in-full, or the property is not sold within thirty ( 30 ) days from the date of this letter, we are required to initiate foreclosure proceedings.
D. We are permitted to consider accepting a deed-in-lieu of foreclosure, as long as good marketable title can be conveyed.
The Mortgagor or the Mortgagors estate may request an appraisal at his or her own expense if an estimate of the propertys current value is desired. If none of the actions above are taken in thirty ( 30 ) days, Foreclosure will be initiated by the Servicer within three ( 3 ) months, but not less than one ( 1 ) month.
Whichever option that you choose, HUD guidelines require that we obtain a full appraisal on the property. You may be receiving a phone call from our appraisal vendor in the coming weeks to attempt to schedule an appointment to visit the property.
If you fail to cure this breach within thirty ( 30 ) days for the date of this letter, we will proceed immediately with foreclosure and sale of the property.
A copy of the full notice is available for reference which also provides HUD-approved housing counseling agencies for assistance along with the phone number for the Reverse Mortgage Service Center.
XX/XX/XXXX A certified letter ( copy available ) was mailed to XXXX XXXX and also faxed indicating the same intent as relayed to the XXXX XXXX representative via phone call on XX/XX/XXXX.
XX/XX/XXXX A letter dated XX/XX/XXXX ( copy available ) was received from XXXX XXXX that indicates non-receipt of required documentation to support your request and that your request has not been approved. The notice further indicated that you have a limited amount of time to send the supporting documentation before we move the loan through Due and Payable and Foreclosure process. The notice gives a list of supporting documentation needed for which the only item that would apply to this specific situation is the item listed as If your intent is to sell the property provide a Real Estate Listing Agreement and/or Real Estate Sales Agreement. In bold print the notice included the following text : Be advised, if we do not receive the required documentation, we will move forward with the foreclosure process. All applicable attorney fees and costs will be included in any future payoff amount.
XX/XX/XXXX A messenger from XXXX XXXX physically showed up at the property and required second daughter-occupant-heir to sign a prepared statement certifying that she is occupying the house. No copy of the statement was provided after signing.
We wrote this same letter to XXXX XXXX with mail tracking for them to receive XX/XX/XXXX and have demanded that further threatening notices cease and desist along with any non-approved physical visits or inspections to the property. Also, that any further correspondence be addressed to the authorized contact on record, Complainant, at her residence ( address provided ) ( Phone provided ).
We also demanded that XXXX XXXX provide written confirmation that they will NOT be adding any fees related to any legal or foreclosure processes to the payoff of this mortgage as they have been given ample notice of the surviving heirs intent to repair, list, and sell this property in order to pay off the existing HECM note in full before distribution of any proceeds from the sale as long as payoff is completed prior to the required deadlines dictated for HECM mortgages ( within 6 months from the date of death barring any approved extensions following the initial 6 months but no more than 12 months from the date of death ).
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03/25/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
This letter is for the purpose of correcting inaccurate information on my Credit Report resulting from serious administrative failures of Mr Cooper XXXXNationstar Bank in the transfer of my mortgage from XXXX XXXX to Nationstar- Mr Cooper and to inform the CFPB of serious problems with Nationstar-Mr Cooper bank and the treatment of its clients. The mortgage Loan for my home mortgage with XXXX XXXX was transferred to Nationstar Mr Cooper Bank in XXXX, XXXX without my authorization or consent. Nevertheless, I immediately made repeated and ongoing conscientious efforts to have my payments set up as they were with XXXX where I had been paying biweekly with additional principal from the initiation of that mortgage so my mortgage could be paid off on a prearranged early date I had planned with XXXX XXXX. Unfortunately, the failure of Mr Cooper to properly handle the transfer of my loan and my authorizations to begin biweekly payments, as well as its agents not responding to my communications and requests have resulted in reporting me as being delinquent, despite my repeated efforts to have my transferred mortgage respected and payments processed in the same way as it was with XXXX XXXX resulted in my credit score dropping over XXXX points. I am XXXX XXXX XXXX, and have never missed a payment to any car or other loan, mortgages or credit cards, and prior to the transfer of my mortgage to Nationstar-Mr Cooper my credit scores were in the range of e of XXXX with the various credit agencies for many years. The details are as follows. I was initially notified by Mr Cooper of the transfer of my mortgage to them to begin in XXXX, XXXX but never received any information regarding how payments would be handled, so I proactively contacted Mr Cooper by phone to facilitate the setup and continuation of my biweekly payments as well as the additional principal I had been paying each month from the inception of my mortgage. In my first call I was told by the Mr Cooper representative that I did not have to do anything and the payment arrangement for auto pay from my bank would be transferred directly to Mr Cooper. As I was aware that my mortgage payments were always paid a month in advance, and what the Mr Cooper rep had told me, I assumed that payments would be transferred on the normal biweekly dates. A few weeks later when no payments had been deducted on the biweekly payment due date from the registered account, I again called Mr Cooper, and was told at that time that what the previous representative told me was not correct and that I would have to sign a direct payment authorization to Mr Cooper to begin the Biweekly payments which I signed and sent on XX/XX/XXXX and ( Attached is a copy of my signed authorization followed by copy of the acknowledgement of receipt of my signed authorization from Mr Cooper website, dated XXXX XXXX, XXXX ). In that conversation I informed the representative, that the payoff date shown on the transfer form and in their website, was incorrect, as I had been making bi weekly payments and scheduled additional principal payments from the initiation of the mortgage and was informed that would be automatically corrected. A few weeks later on XX/XX/XXXX, when payments still had not yet been deducted from the authorized account, I again contacted Mr Cooper by phone and due to the previous misinformation and failure to begin my payments, I requested to speak with a supervisor, and was connected with XXXX XXXX of the Executive Resolutions team. XXXX informed me that as the authorization form, I sent had an error on it, I had to file a new authorization which I sent on that date XXXX XXXX. ( See attached screen shot of my account acknowledging receipt of that authorization ). I also informed XXXX at that time, that the payoff date shown for my loan was incorrect as I had been paying biweekly as well as additional principal each month from the beginning of the loan and requested that she have that corrected which she promised to take care of. In her response e mail to me, dated XXXX XXXX, XXXX, XXXX ( See attached e mail copy ), XXXX XXXX me that she would be the single point of contact until a resolution is found and also stated she would return any voicemails left during this time the same day, neither of which ever occurred. About 10 days later, as I did not hear back from XXXX, and payments still had not been deducted from my account despite the second signed authorization form, I called and left various messages each day that I called requesting XXXX to please call me which never occurred. As a result, on XX/XX/XXXX, I e-mailed her ( included in e mail sequence attachment ) and received no response so on XX/XX/XXXX, I again tried calling with no answer, so again e mailed her on XX/XX/XXXX, ( included in e mail sequence attachment ), as to why payments had not started and my payoff date corrected. Finally, on XX/XX/XXXX, I received a brief e mail response ( included in e mail sequence attachment ), and was informed that my biweekly payment authorization sent in on XX/XX/XXXX, had now expired and I would now have to prepay the loan, which did not make any sense to me as I had sent the both the first and second authorization in a timely manner. I responded with an e mail on XX/XX/XXXX ( included in e mail sequence attachment ), requesting clarification as to what the pre-payment was for, as I had been trying for months to make the appropriate biweekly payments that I had clearly authorized and expressed my frustration at the inability of Mr Cooper in 2 months from taking over my mortgage to have a correct payoff date and to have begun taking the authorized payments and my loss of confidence. I did not receive a response from XXXX until XX/XX/XXXX ( included in e mail sequence attachment ) at which time she time she apologized for the inconvenience and problems that had been created, informed me that they still had not corrected my loan payoff date and informed me that in the 6 weeks she was handling my case that she was unable to get a response from the Mr Cooper department responsible to provide an amortization table and correct the payoff date shown in my loan and suggested I contact them which I found shocking. She also requested I send her my bank statements showing my last payments to XXXX XXXX which further alarmed me that Mr Cooper in 2-1/2 months of my loan being transferred still did not have correct information regarding my payments and the mortgage transferred to them. She also informed me at that time that despite my repeated efforts to make payments with my previous authorizations, that my account was now 2 months in arrears and that I would have to make a prepayment and sign a new authorization letter as the previous ones through no fault of my own had expired. In all honesty, at that point, after months of making a conscientious effort to make payments, I had lost confidence in Mr Cooper and was hesitant to make payments until the amounts of biweekly payments and additional principal previously paid to XXXX XXXX were recognized and a correct payoff date was acknowledged by Mr Cooper and I informed her that was a pre-requisite for making any payments which due to the circumstances was totally appropriate. Having heard nothing further from XXXX XXXX since XX/XX/XXXX and none of the authorized Biweekly payments had been taken from my account, I sent XXXX an e mail on XX/XX/XXXX ( included in e mail sequence attachment ), expressing my frustration at Mr Coopers failure to provide correct information regarding my loan and payoff date, failure to take the authorized bi weekly payments when initially authorized, and of my total loss of confidence in Mr Cooper to properly service and respect my mortgage. I also expressed my frustration at the incredible amount of my time I had wasted trying to get things straightened out with limited response from Mr Cooper, that would never have been necessary if my loan had not been transferred without my authorization from XXXX XXXX or if Mr Coopers bureaucracy and agents were able to respond in a timely manner to beginning my payments and providing me with accurate information. At that point I reiterated my willingness to make all outstanding payments once Mr Cooper recognized a correct payoff date with a corresponding amortization table requested for months without success. I never heard back from XXXX, including any response to phone messages left on many occasions up until recently. Finally on XX/XX/XXXX, 3 months after first requested, I received an amortization table by e mail with a correct payoff date recognizing my bi weekly payments and additional principal paid until transfer to Mr Cooper. I again tried to call XXXX at the direct number she had given me with no answer. Shortly thereafter I was contacted on the phone by XXXX XXXX of the escalation department at Mr Cooper and I explained to her the history of the situation and my frustration and told her that now that the payoff date was corrected, I would like arrange for all outstanding biweekly payments to keep my loan on track for the original early payoff date I had planned for payoff of my mortgage and informed her that adequate funds were in my account to cover those payments. She told me, that she would see what she could arrange and promised to get back to me and was hopeful at last this would be resovled. As I did not hear back from XXXX regarding her offer to help finalize the situation, I E-mailed her on XX/XX/XXXX ( included in e mail sequence attachment ), reiterating my willingness to pay-off the outstanding balance and that I was awaiting her response. I tried calling her direct line number she had given me on a number of occasions and left voice messages but she never responded. As a result, on XX/XX/XXXX, I called Mr Cooper and spoke with XXXX XXXX who told me the only way to restart the biweekly payments was to pay off the outstanding monthly payments for XXXX, XXXX, and XXXX and that I should prepay XXXX and XXXX so they could begin my biweekly payments which required me for the third time, to sign a biweekly payment authorization form. I arranged the full payment at that time of {$10000.00} with a direct transfer from my Bank account to cover the past, current and future months to allow time to set up the biweekly payments, and submitted for the 3rd time the biweekly payment authorization form to of Mr Cooper. I was told by XXXX, that with that payment which included prepayment of XXXX, my first biweekly would be on XX/XX/XXXX, which has also not been honored, as it appears despite having prepaid XXXX, XXXX, biweekly payments began on XX/XX/XXXX, so in effect I am making payments 2 months in advance. The gravest problem as this time is that in reviewing my most recent Credit reports, I see that my Credit rating has dropped over XXXX points as a result of the problems and bureaucratic failures of Mr Cooper and its representatives and not taking my authorized payments in a timely manner and would like this corrected..
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03/31/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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This is the letter I sent to Mr. Cooper on XX/XX/XXXX and again XX/XX/XXXX. I moved to XXXX, DC in XX/XX/XXXX and obtained a loan which was subsequently bought by Mr. Cooper. With the historic loan interest rates, I contacted Mr. Cooper via telephone in XX/XX/XXXX to inquire about interest rates for a 30 year conventional mortgage with lender PMI, which was the current type of mortgage I had. My rate at the time was 4.75 % because of the lender PMI.
I spoke with loan officer XXXX XXXX on XX/XX/XXXX, who after looking over my loan, proceeded to tell me that I was so close to being at 80 % loan to value that I would be able to refinance without PMI. He calculated that I would have to make a {$900.00} payment to principal once the refinance closed and the PMI would be removed. XXXX XXXX also stated that he would be able to get an appraisal waiver since I had just purchased the property in XXXX. He also said that he could stretch the value of my home to get me to the 80 % LTV. Once that principal payment was made, I could request the PMI to be removed. He made it sound as simple as that.
These statements along with the fact that Mr. Cooper already held my mortgage allowed me to make the decision to go with Mr. Cooper for a refinance rather than shopping around for other rates. The interest rate I was quoted was 3.5 % which I believe wasnt that great of an interest rate given I have excellent credit and my debt to income is low, but it was a better rate than I currently had. I also believed this process would be simple since Mr. Cooper already held my mortgage and they had a majority of the documents needed for the underwriting process already. I would only need to provide updated documents like bank statements or proof of income. This was also part of my decision to go with Mr. Cooper. Had I known what was going to happen, I would not have refinanced with Mr. Cooper.
The loan process began and I promptly uploaded the requested documents through the app and/or portal when the app wouldnt work. The loan processor assigned to my file was XXXX XXXX, XXXX During this process, I received the first iteration of the loan application/form 1003 on XX/XX/XXXX from Mr. XXXX XXXX Upon reviewing the information filled out in the application, I became aware of an unknown credit card balance that was listed. I emailed Mr. XXXX on XX/XX/XXXX requesting a copy of my credit report that was pulled. I received that copy a few days later.
On XX/XX/XXXX, I emailed Mr. XXXX regarding a few issues with one of them being the XXXX XXXX XXXX balance listed on my credit report. After contacting XXXX, the credit card listed was a credit card held in my mothers name that I was added to in error. I removed my name from the credit card and requested it be removed from my credit bureaus as I am not responsible for that credit card and did not need that added debt showing on my credit. I had also noticed my prior address was misspelled. I never received a response from MrXXXX XXXX and those issues were never addressed on any of the subsequent form 1003s that I was sent. I know that debt to income is a large part in the decision making process for loan approval and what loan rates are offered.
Once Mr. XXXX was assigned as the processor, communication was non-existent. A rate lock expiration date was given of XX/XX/XXXX but at no time during the loan did either Mr. XXXX or MrXXXX XXXX ever give me any expectation of when the loan should close or just how backed up and busy Mr. Cooper was with loan refinances. I would receive automated emails with additional documents that were requested which I would immediately upload them.
On XX/XX/XXXX, I emailed Mr. XXXX asking a question regarding paystubs. After no response, I called and left a voicemail for Mr. XXXX on XX/XX/XXXX. After no response to either the email or voicemail, I emailed again on XX/XX/XXXX. Items in my to-do list like the paystubs which I promptly uploaded, sat there without any movement. This was also when I inquired about a closing date as the rate lock was set to expire in just over a month. I finally received a short response acknowledging my email on XX/XX/XXXX but never addressed my issue. On XX/XX/XXXX, I received an email still not addressing my questions but asking for the master insurance policy for my HOA.
On XX/XX/XXXX, I emailed Mr. XXXX regarding a disclosure I had to sign that indicated mortgage insurance would be added for years 1 and 2. I asked for clarification since what Mr. XXXX had told me regarding the {$900.00} principal payment after the loan closes would allow the XXXX would be removed. Mr. XXXX could not answer that and added XXXXr. XXXX to the email chain in which he responded very generically Once a loan goes below 80 % loan to value you can request it to be removedit will automatically get removed after 78 %.
The refinance was approved XX/XX/XXXX and the closing date was set for XX/XX/XXXX. I was connected with the notary who set up the time to come to my residence to sign the closing documents. About an hour before the closing was scheduled, the notary still did not have the closing documents. She had to contact me because she did not have any contact information for anyone at Mr. Cooper to inquire about the loan docs. I called Mr. XXXX knowing that he does not answer his phone and even has a voicemail that says email is the best method to reach him. I left a voicemail and I also sent an email. He did call me back and he stated he talked to the people preparing the closing documents and they would be sent out soon.
The notary arrived at my place and we began going through the documents. About halfway through the documents, I discovered that my name was misspelled. Half of the documents had by name as XXXX and the other had the correct spelling of XXXX. The notary and I spent the rest of the time, crossing out, rewriting and initialing all of the changes that had to be made on the documents. Thankfully, the deed had my name spelled correctly.
I thought that was the end of the poor communication and other issues from a major mortgage holding company. I was mistaken. After my loan funded, I sent in a request via the website because my name was now misspelled when I logged into the website. I eventually received a call back around XX/XX/XXXX from someone at Mr. Cooper and they did fix the name misspelling. I asked again about making the {$900.00} payment to principal and I was transferred to Mr. XXXX who is in the PMI department.
Mr. XXXX informed me that my loan was a XXXX XXXX loan which requires an appraisal in order to remove PMI. This was the first time I was informed that an appraisal would be required. This was also the first time I was informed that my loan was a XXXX XXXX loan. XX/XX/XXXX is when PMI would automatically cancel on my loan. XXXX XXXX calculated that I am paying {$58.00} a month or a total of about {$1200.00} in PMI insurance if I were to leave it as is. This begs to ask the question of whether XXXX XXXX is in violation of the Truth in Lending Act for failing to properly disclose the correct XXXX information. This may also constitute a violation of the XXXX XXXX which protects against acts that cause harm to consumers financially.
I was told I would have to pay for an appraisal myself which would be around {$400.00} if I wanted XXXX removed early which is a direct contradiction of what MrXXXX XXXX told me throughout the entire refinancing process. He lied to me in order to obtain a loan and this is fraud. I would imagine Mr. XXXX is paid a commission per loan closing so it would be beneficial for him to close as many loans as he can. I do not believe that he was mistaken or mislead in his understanding of how the PMI process would work because he was so confident in his calculations of what the value of my home should be and what amount of principal balance needed to be paid down in order to get to the 80 % LTV. Mr. XXXX repeatedly told me that I had to wait until after the loan funded to make the principal payment. By waiting until the loan funded, I was outside of the 3 day right of rescission yet again reinforcing the fraudulent nature of what I was told. This could be a violation of Reg. Z. If I could have learned that everything I was told about PMI was a lie, I would have cancelled the loan refinance and not have gone through with it. I would have shopped around for a better rate and a company that was more professional than Mr. Cooper. There appears to be a clear misrepresentation of the loan terms which is a violation of UDAAP.
I contacted the complaint department around XX/XX/XXXX and spoke with XXXX, no last name given. XXXX listened to my complaint and told me that XXXX XXXX is Mr. XXXX supervisor. XXXX sent a message to Mr. XXXX with my information and had him call me.
I spoke with MrXXXX XXXX that day and went through this whole explanation again. He promised me that he would speak to Mr. XXXX and the other loan officers about PMI as well as notify Mr. XXXX supervisor about the poor communication and the issues with my name being misspelled. He was going to ask his XXXX, XXXX XXXX, if Mr. Cooper would pay for an appraisal for me. He said he would get back to me hopefully within a day or 2. This was around XX/XX/XXXX.
I did not hear anything from Mr. XXXX so I called him back on XX/XX/XXXX. He said he would follow up and he apologized that this slipped his mind. On XX/XX/XXXX, he called to let me know that Mr. Cooper will pay for the appraisal and if I was not contacted by the appraiser within 10 days, to let him know. As of XX/XX/XXXX, I have not been contacted by the appraiser and I have not had any follow up calls from anyone at Mr. Cooper. This is unacceptable. The lack of customer service is appalling.
A mortgage is not a small thing. This is not a case of being unsatisfied with the customer service at a restaurant. This is a case of a major life purchase, or in my case, refinance. This affects my credit. This affects my life. The fact that I have had to take time away from my day on multiple occasions to try to remedy this, without getting a resolution, is unacceptable. The point of my emails regarding misspellings of things and incorrect items reported to my credit bureau is to make sure that there is an accurate representation of my information on a legal document. There is even a form, the FBI Fraud Warning, which warns about fraud and misrepresentations made in the course of obtaining a mortgage. The warning also applies to the mortgage company. How many other loan officers are lying to clients about things in order for them to get their commissions? The only way to remedy this now is to refund all of the closing costs that were rolled into my refinance.
As of XX/XX/XXXX, still without receiving a call or acknowledgment from the XX/XX/XXXX letter, I have sent a copy of the letter to Mr. Cooper XXXX XXXX XXXX. I have made a complaint with the Better Business Bureau and the FDIC.
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08/28/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
- Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
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Web |
Older American |
XX/XX/XXXX To : Mr. Cooper/Nationstar/Consumer Financial Protection Bureau Subject : Answer/Complaint against Mr. Cooper/Nationstar Account Number : XXXX Source XXXX Number : XXXX Reference Number : XXXX CFPB ID : XXXX SUBMITTED ON XX/XX/XXXX PRODUCT : Debt collection Dear Sir/Madam, This is our response to Mr. Cooper answer and package they sent to us dated XX/XX/XXXX regarding the complaint we filed through CFPB portal.
Debt Validation : At the beginning of Mr. Cooper response letter it is stated that their records reflect they previously validated this debt which is not true and they never did validate the subject alleged debt for following reasons : First of all, we demand a proof or a statement under oath that actually there is a Bank, Financial Institution or any kind of company named as " creditor '' on subject account and Mr. Cooper is the SERVICER for them and they are intended and expected to receive money from the successful outcome of the foreclosure.
Mr. Cooper needs to validate this account with establishing the fact that as a " servicer '' it actually is a " servicer '' for an injured " creditor '' and names that particular creditor, if any.
1- The recorded original note, deed of trust and principle amount are all different from other documents presented by Nationstar/Mr . Cooper since XXXX until this date.
2- The present alleged amount calculated and all the numbers including but not limited to starting principle amount, interest rate, years, dates and amortization period are not correct and have to be certified by valid documentations.
3- We asked about all of these, many times for many years, but your company never sent us detailed, certified and official statements reflecting all the correct documents from XXXXXXXX XXXX XXXX XXXX XXXXXXXX and now Nationstar/Mr. Cooper. Your company kept sending the same falsified old documents done by previous lenders, servicing companies and trustees.
You also indicated at the date of transfer the account was due for the XXXX, XXXX, monthly installment in the amount of {$5300.00} and in another place in your letter saying as of the date of this letter the account is due for the XXXX, XXXX now. The amount of the monthly payments and due dates do not match with any original and recorded and verified document as to the interest rate applied, amortization period and actual principle amount on record.
XXXX VERY IMPORTANT : I have received a letter from Mr. Cooper XXXX XX/XX/XXXX indicating about a rate change, We need to find out if they actually did apply the new ( SOFR ) interest rate to the subject account or the ( XXXX ) rate is still being used.
We need to have detailed information about this rate and calculation.
SEE Attachment number A Transfer of Servicing : In your letter you indicated that this loan transferred from Specialized Loan Servicing , LLC to Mr. Cooper effective XX/XX/XXXX which is completely false and incorrect.
According to a recorded ASSIGNMENT OF DEED OF TRUST dated XX/XX/XXXX ( ATTACHED EXHIBIT # XXXX XXXX XXXX XXXX XXXX XXXXXXXX for a value received, grant, sell, assign, transfer and convey onto NATIONSTAR MORTGAE, LLC so your statement that XXXX XXXX XXXX transferred the servicing to your company on XXXX, XXXX is completely false and make this transfer unlawful, invalid and null.
Before this transfer or sale there is another recorded document showing XXXX XXXX XXXX XXXX XXXX XXXX XXXX for a valuable consideration assigned and set over, this account to XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXXXXXX. ( ATTACHED EXHIBIT # XXXX ) Now, there is another Notarized document called CORPORATE ASSIGNMENT OF DEED OF TRUST, signed by XXXX of your Assistant Secretary named XXXX XXXX stating NATIONSTAR MORTGAGE LLC herby grants and transfers to XXXX XXXX XXXX XXXX XXXX, AS TRUSTEE FOR GSR XXXX XXXX..
( ATTACHED EXHIBIT # XXXX ) We need a complete and detailed and certified statement, answer, information and explanation regarding all these transfers are valid and legal and true.
Mysteriously another document called ASSIGNMENT OF DEED OF TRUST got recorded on XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX, AS TRUSTEE FOR GSR XXXX XXXX BY NATIONSTAR MORTGAGE LLC AS XXXX, again for Value received XXXX grants, assigns, and transfers to NATIONSTAR MORTGAGE LLC.
( ATTACHED EXHIBIT # XXXX ) Do you see how many recorded transfers exists and going back and forth?
Can you validate all these assignments?
Can you disclose the amount of the value received from each corporation and insurance companies and if they paid off the whole amount?
Do you see any recorded document showing a transfer from XXXX XXXX XXXX XXXX to Nationstar or Mr. Cooper?
We need a Notarized and certified document showing when and how XXXX transferred the subject account to Nationstar. If you cant produce that document, this transfer will be unacceptable, invalid and cant be used to validate the transfer or any obligation or any alleged debt.
Also, we need to bring your attention to Mortgage Servicing Standards, it clearly states : Assertions made in foreclosure or bankruptcy proceedings shall be accurate, complete and supported by competent and reliable evidence.
Affidavits shall be signed in the presence of a notary.
Banks/servicers may not rely on an inaccurate affidavit to obtain a foreclosure judgment.
The bank/servicer must plead the basis for its authority to foreclose.
Loan Modification : Regarding the statement you made about 14 times review for loss mitigation, we need to mention that they were all about income and insufficient monthly payment reduction claim.
Mr. Cooper and Nationstar denied all modification efforts because of that. In last several years they are using the BIG LIE that someone else like XXXX XXXX is the decision maker. They always had the same reasons to deny even after we sent new and improved documentation.
Your calculation of property taxes and insurance amount were all wrong and never got corrected even after we sent out the actual statements.
At one time Mr. Cooper did come up with the following ridiculous terms by itself : A payment, after XXXX {$8300.00} a month. All the modifications are about reducing the interest rate or apply the principle to XXXX or 40 year amortization to make it affordable. This was based on a 19 year amortized loan which was never seen in loan modification world!
Despite the fact that you stated our loan modification is denied based on XXXX XXXX guidelines, we found out that XXXX XXXX has absolutely NO involvement, guideline, protocol or workbook to approve or deny a modification.
We have the actual statement from their company and can be provided upon request.
Documentation : Mr. Cooper knows that the new servicing standard call for : Strict oversight of foreclosure processing, foreclosure abuses, such as robo-signing, improper documentation and lost paperwork and make foreclosure a last resort, by requiring servicers to evaluate homeowners for other loan mitigation options first.
Also, we need to bring your attention to this very important subject about Nationstar Mortgage LLC, d/b/a Mr. Cooper Settlements with the Consumer Financial Protection Bureau XXXX CFPB XXXX and the State Mortgage Regulators Case No. XXXX NATIONSTARS MORTGAGE SERVICING MISCONDUCT IN THE UNITED STATES DISTRICT COURT FOR THE DISTRICT OF COLUMBIA Case XXXX XXXX XXXX Filed XX/XX/XXXX INTRODUCTION XXXX. This is a civil action filed jointly by the Attorneys General against Nationstar Mortgage LLC, d/b/a Mr. Cooper ( Defendant or Nationstar ) for alleged misconduct related to its servicing of single-family residential mortgages. 2. As described in the allegations below, Defendants conduct during the servicing of borrowers mortgage loans constituted unfair or deceptive acts and practices by Defendant and its vendors and resulted in violations of homeowners rights and protections.
In Page 10 of 63 19. In the course of Nationstars mortgage servicing activities, Nationstar engaged in the following unlawful acts and practices : b. failing to properly oversee and implement the inbound transfer of mortgage loans ; e. threatening foreclosure and conveying conflicting messages to certain borrowers engaged in loss mitigation ; f. failing to properly process borrowers applications for loan modifications ; g. failing to properly review and respond to borrower complaints ; COUNT I VIOLATIONS OF STATE LAW PROHIBITING UNFAIR AND DECEPTIVE CONSUMER PRACTICES WITH RESPECT TO LOAN SERVICING COUNT II VIOLATIONS OF THE CONSUMER FINANCIAL PROTECTION ACT OF 2010 WITH RESPECT TO LOAN SERVICING PRAYER FOR RELIEF WHEREFORE, the Attorneys General, pursuant to 12 U.S.C. 5552 ( a ) ( 1 ) and 5565 and their state consumer protection laws, respectfully request that judgment be entered in their favor and against Defendant for each violation charged in the Complaint, and request that the Court : A. Enjoin Defendant from committing future violations ; B. Award such relief as the Court finds necessary to redress injury to consumers ; C. Award such relief as the Court finds necessary to disgorge Defendant of unlawful gains ; D. Award the Attorneys General the costs of bringing this action ; and E. Award additional relief as the Court may determine to be just and proper. Dated : XX/XX/XXXX Respectfully submitted.
Mr. Cooper never mentioned this settlement to us and No payment or any kind of help offered but I think almost all of the customers affected by these issues were remediated by refunds or account adjustments years ago.
I like to ask Mr. Cooper about the following published statement regarding this matter As part of this new settlement, Nationstar agreed to provide additional refunds to certain customers.
XXXX is administering the {$15.00} XXXX in additional refunds provided in the CFPB and XXXX mortgage regulator settlements, which includes cash payments to borrowers whose loans fall under three populations identified in those settlements : Modification Payment Increase Borrowers Escrow Borrowers Unlawful Foreclosure Borrowers On XX/XX/XXXX, XXXX will mail remediation checks to certain customers in those populations.
At the end, We are hereby disputing the existence of the alleged debt, Notice of Default filed against the subject property and demand, all fillings against the subject property to be removed, revoked and rescinded immediately until all these issues are resolved and satisfied.
We also request that you investigate ALL the issues we mentioned in this letter related to subject property and make sure they are in accordance with Federal and State laws, California Homeowners Bill of Rights, National Mortgage Settlement, Consumer Financial Protection Bureau and New Mortgage Servicing Rules and Standards.
CC : XXXX XXXX XXXX XXXX XXXX.
XXXX XXXX XXXX XXXX. XXXX XXXX, XXXX, CA XXXX Number of Attachments : XXXX Third Party Authorization is included
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05/24/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
XX/XX/XXXX To Whom It May Concern, I am writing to report Nationstar Mortgage LLC, dba Mr. Cooper for acting in what I consider to be bad faith. My husband and I have a VA Loan that was purchased by the aforementioned Mr. Cooper. At the time we were coming out of a Covid-19 Forbearance with our previous mortgage holder XXXX XXXX. We had accrued a total of {$16000.00} in the principal amount of {$11000.00} and escrow advance amount of {$5100.00}, for the period XX/XX/XXXX to XX/XX/XXXX.
On XX/XX/XXXX we received the loan modification package from XXXX XXXX to have notarized and returned within 14 days. We also received notice from XXXX XXXX that they were selling our mortgage to Mr. Cooper as of XX/XX/XXXX. We were concerned that our mortgage modification could be in jeopardy of falling through the cracks. Being that it was late in the day XXXX XXXX XXXX, we decided to try and call both mortgage companies with our questions and concerns on Sunday, XX/XX/XXXX.
Sunday, XX/XX/XXXX we called XXXX XXXX first. We were told that they could no longer be of help as Mr. Cooper took over ownership as of XX/XX/XXXX. The customer service representative suggested we call Mr. Cooper with our questions and concerns. We did call Mr. Cooper but was given a message saying they were currently closed. We called back during the week and the customer service representative could not pull up our file as they did not have our account in their system and that it could take up to another seven days before it would be in. She told us to call back after seven days.
During the seven day period my husband was diagnosed with both XXXX and XXXX at the same time. My family officially went into XXXX. Around the middle of XXXX I called Mr. Cooper, and was connected with a loan specialist. She was very helpful. During this phone call she assured me that Mr. Cooper would honor my modification agreement with my previous servicer. She did need to speak to her supervisor because she was not sure how to handle the date of the agreement as we could not have a notary out while we were under quarantine. She spoke with her manager and called me back. It was decided at the time that Mr. Cooper would write up the loan modification and mail it out for us to have notarized. I was told it would take thirty to sixty days to get us the paperwork. She set up a time the following Monday evening to call and follow up with me. I was very satisfied and had faith that the company would follow through. The following Monday night came and I received no phone call, I just thought that maybe she had become busy and did not have the time to call.
My next communication from Mr. Cooper was a letter dated XX/XX/XXXX. The letter was a form letter giving me the name and contact information for my new Dedicated Loan Specialist. My specialist was XXXX XXXX XXXX. The letter, also requested that I call XXXX XXXX to discuss my loan with him. So I called the number and was given the customary prompts and was directed to XXXX XXXX voice mail. In the message he asked for the callers information and he would contact them within 48 hours. I never received a phone call back from him. To this day I still have never spoken to XXXX XXXX XXXX. I left messages from him and he never returned any of my calls.
The next correspondence I received was in the form of a letter dated XX/XX/XXXX. The letter was a request for us to call their loss mitigation office if we were having trouble making payments. It did say that if we had already submitted a loss mitigation application they would continue to work on it. I was concerned once again so I called on XX/XX/XXXX.
I received a document dated XX/XX/XXXX from XXXX XXXX by Mr. Cooper welcoming us to their company. It had our contact information, our mortgage transfer notice, and disclosure agreements. This letter did not contain our modification papers.
On XX/XX/XXXX I was directed to a Customer Service Representative and was asked if I could make XXXX payment of {$960.00}. I told him that I was able to. This person went ahead and took my payment information and processed the payment. The payment went through with the confirmation # XXXX. I was told that loss mitigation was handling the modification and connected to their voice mail. Once again they said they would return my call in 48 hours. My call was never returned.
I then received a letter dated XX/XX/XXXX that contained their privacy agreement. On XX/XX/XXXX I made a call regarding a delinquency letter dated XXXX spoke with a representative by the name of XXXX who was located in the Arizona office XXXX After this call I started taking notes of my phone calls. During this conversation I requested a new Dedicated Loan Specialist. I did this because no matter when I called, his voicemail would either tell me his message box was full or instruct me on how to leave a message that was supposed to be returned within 48 hours. I left messages but never received a call back.
After XXXX put in the request for a new Dedicated Loan Specialist I requested information about the modification. During that call she told me the modification papers had been mailed out. She could not access the loss mitigation department system so she could not give me a date as to when they had been mailed out. She tried to connect me to the Loss Mitigation Department but the call was rerouted back to her. She put a call ticket in with the Loss Mitigation Department for me. They were supposed to call me back within 48 hours but I never heard back. XXXX did tell me that they had set the return date for the modification package on XX/XX/XXXX. She said I had plenty of time to sign it and return it.
I was told in either this call on XX/XX/XXXX or the next phone call I had with Mr. Cooper, on XX/XX/XXXX that they could not take my XXXX payment. They did suggest that I put the money separate so that I could pay it once they could take my payments. I did take this advice and set the mortgage money for XXXX into a separate savings account.
On XX/XX/XXXX I still had not received any modification paperwork. I once again called Mr. Cooper for an update, and to see if I could get the modification package emailed to me. I thought if I could get the modification papers emailed to me I could get them printed out and have them notarized and sent back. I spoke with a Customer Service Assistant by the name of XXXX. I asked her if she could email me the modification papers, she told me that she could not see my modification paperwork in her computer system so she could not email them to me. She told me that the Loss Mitigation Department had stopped taking calls because they were so far behind on their work and returning the messages they already had. She did not put in a new call ticket to loss mitigation because she could see that my last request for a return call ticket was still open. I still have not received a return phone call.
On XX/XX/XXXX we still had not received a phone call or any modification paperwork. I became stressed as we had a month to receive the paperwork, notarize it, and return it. I was finally connected with a Loss Mitigation Specialist. She told me that my modification had never been submitted. She wanted to know if I could pay XXXX and XXXX payment. I told her that I could. She had to get a Supervisor approval and processed my payment of {$1900.00} for XXXX and XXXX. Confirmation number on the payment was # XXXX.
After the payment went through she submitted my modification request into her computer system. She told me it would take 30 to 45 days to receive the modification package. I told her I needed to return the paperwork by XX/XX/XXXX. She told me that it would be ok. As long as I continued making my monthly payments I would not lose my house.
I received a letter dating XX/XX/XXXX. It told me that my home loan was overdo and suggested we may find relief from the XXXX program. We do not qualify for that program. I set it aside.
Per my previous conversation of XX/XX/XXXX I thought we were ok with our modification status and payment status.
On XX/XX/XXXX I received a letter that was dated XX/XX/XXXX. This letter stated that I had previously been offered a permanent Loan Modification. They letter stated they were withdrawing the agreement because they did not receive the completed paperwork within the allotted amount of time. They also notified us our loan may be in default. I immediately called and was put on hold for several minutes. I then spoke with the Customer Service Associate who put me on hold to wait for the Loss Mitigation Department. A few minutes later the Customer Service Representative came back on the line to see if I was still waiting. I told her I was and she put me back through to Loss Mitigation which put me back on hold. After about twenty minutes of being on the phone waiting for Loss Mitigation I was disconnected. I was furious and my husband told me to take a step back and call them in the morning after I calmed down.
On XX/XX/XXXX I called back. I did get to speak to a Loss Mitigation Specialist. He asked if I could pay the XXXX payment. I told him I could and I made the XXXX payment of {$960.00}. I then explained the letter I had received saying they were revoking our modification. The gentleman looked into our modification. He told me that my loan modification was still in the system. He also reiterated that as long as I was making my monthly payments I did not have to worry about losing my house. I asked him if I should disregard the notice, and he replied that I should.
On last Friday I received a letter through registered mail. The letter is dated XX/XX/XXXX. The letter stated that our loan was past due for the XX/XX/XXXX payment and is due for all payments from and including that date. The failure to make these payments is a default under the terms and condition s of the mortgage loan. The letter stated that we were in default for the full modification amount of {$16000.00} in addition to any other amounts that become due from the date of this letter through the date you pay. The letter stated this full {$16000.00} be paid by XX/XX/XXXX. Failure to pay the {$16000.00} by XX/XX/XXXX XXXX result in acceleration of the sums secured by the XXXX XXXX, foreclosure proceedings and sale of the property.
I have not called them because I can not trust what I am told. I feel like they lied to me in order to keep getting new payments while stringing me along with my loan modification. By doing this it takes my mortgage out of the Covid-19 modification protection. This puts my loan in default allowing them to pursue foreclosure. This would allow them to sell my house while the housing prices remain higher than normal and there is a shortage of housing in the market.
XXXX XXXX XXXX XXXX XXXX XXXX
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04/12/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
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|
Web |
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I have a mortgage loan through Mr. Cooper, they offered me a deferral for 18 months during Covid which started XX/XX/XXXX it ended XX/XX/XXXX. My first payment was due XX/XX/XXXX but when I called in and spoke with XXXX on XXXX she insisted my first payment was XX/XX/XXXX which would start a deferral for me after I made the payment which I did. I made my XXXX payment on XXXX. I made my XXXX payment on XXXX my XXXX payment on XXXX and at that time I realized I kept getting phone calls and emails from the company, I was going paperless at that time. I spoke with XXXX on the phone on XXXX. Apparently because I made my payment in XXXX instead of XXXX which I was asked to do by the first person on the phone they refused my deferral because it had been past 18 months. They say they sent me paperwork telling me this which I never received. So she told me she would get me off of the modification if I could send in the skipped XXXX payment but she wanted me to wait until my payment on XXXX had cleared as I had sent the check in the mail. She also told me that she was a dedicated loan escalation specialist and gave me her full name XXXX XXXX phone number XXXX. She also sent me an email that day and told me that she would answer the phone or the emails at any time and numerous times of trying to get a hold of her with no response. I finally called in again on XXXX where I spoke with a gentleman named XXXX at extension XXXX he was nice enough to explain everything that he could see on my account he told me that when I didnt make the payment within 18 months XXXX XXXX denied my XXXX deferral and that they had sent me a letter stating this which I never received. I felt that was not fair as I was told to make the payment XX/XX/XXXX and from what I hear these phone calls are recorded so there should be proof right there other than what I have written down in front of me. XXXX spent a long time on the phone explaining everything and advised me a few times not to ask for a second deferral because if it was denied I would have to pay the loan in one lump sum. I insisted on him pushing through with the second deferral because I felt I had not done anything wrong and I thought thats what I was getting in the first place when I spoke with XXXX in XXXX. On XX/XX/XXXX I received a letter from Mr Cooper stating that I was approved for payment deferral and it would take affect on XXXX the terms were I had to make a double payment of {$2600.00} by XXXX to make up for the payment I had missed in XXXX and my XXXX payment which I did. On XXXX I tried to make the double payment online but it only accepted half which was XXXX so I called on the phone and made the second half of the payment that same day. That should have met my terms and started the deferral at that time. On XX/XX/XXXX I noticed things were still not right on my account it still showed that the deferral had not started and I was past due on the entire amount. At this time I called in and spoke with XXXX at extension XXXX I explained to her that I was still getting emails and phone calls asking for my payments she said no problem she saw it in the system just wait until it gets caught up as the XXXX payments were still pending. By XX/XX/XXXX it was still not fixed and I called and spoke with XXXX XXXX number XXXX she says that she spoke with her supervisor XXXX and they did a C mod request to have the account updated as they did see that both the payments were made, she said her supervisor XXXX sent an email and he tagged her in it saying it will be updated immediately and check next week but do not make the XXXX payment yet until its all updated or it will confuse the system. I listened to them and didnt make the payment and on the XXXX Sunday morning very early I was hand-delivered a letter from XXXX a debt collector who is out front taking pictures of my house! Now Im getting very concerned and wondering whats going on not to mention is this happening to other people who were going through this forbearance. I Call In again, call number six at this point. Monday morning XX/XX/XXXX and spoke with XXXX XXXX who also had a supervisor XXXX. XXXX number was XXXX he Took my payment over the phone said hed get the late fee taken off that was on from them telling me to hold off on my XXXX payment. He sent me an email and told me after an hour and XXXX minutes of being on the phone with him that he would keep in touch with me and let me know what was going on. He also told me that they reached out to the senior vice president XXXX XXXX stating that we need an immediate update on my account and the deferral active he said that he would get back to me in the next XXXX to 5 days he also had me send an email in showing him a lot of my information I had that they did not. He at this point said he would call me by the end of the day to tell me that the email had gone through which he said it did not so I sent it through again. Not sure if I ever heard from him again. My next phone call # 8 on XXXX I spoke with XXXX XXXX he was in the loss mitigation escalation department. He gave me his personal number of XXXX he says the {$65.00} late fee is still on there and he will make sure it gets removed he has the others say its oh yes because youre still short one payment which I dont understand because I made a double payment like they asked before the date that they asked. He tells me that he will call or email me in 3 to 4 days so by Monday the XXXX I should hear from him and he will give me his email which he did so that we could keep in contact which was very hard to get a response from him. I believe I got one email from him and no return phone calls. He says the issue was escalated to the underwriting department who handles the deferrals which would be the final booking and he will keep in touch and let me know. His title was on the email he sent me said executive resolution team. He did email me back once on the XXXX saying that it was still being processed he asked me if there was anything he could do I said yes please call me on Thursday the XXXX at XXXX my time with no return phone call from him ever but finally an email. Meanwhile in between all this calling on XX/XX/XXXX my ninth phone call I get transferred to XXXX XXXX her ID number is XXXX lost mitigation department her manager XXXX XXXX says yes payment deferral claim started on XXXX XXXX by an underwriter team that is closed and dated XXXX XXXX by the received document team it should take 3 to 5 business days to complete so wait until Wednesday or Thursday at the latest and that they put a payment relief protection on my account from any further late fees she says let the review finalize for now theres nothing else I can do the escalation is in process so be patient and call back on XX/XX/XXXX if I have not heard or seen any changes on my account its all approved theyre just adjusting it at this point the corporate advancement will put deferral at the end of the loan soon! Im sorry if Im starting to ramble on but theres still so much more! It all runs together but its here in my notes Im sorry its overwhelming. On XX/XX/XXXX I called in at XXXX AM and spoke with XXXX XXXX in the loss mitigation department her manager was XXXX XXXX. They tell me that it is booked but the system is not showing it please wait 10 to 15 days I say what? No way so she tried to put me through with someone in the escalation department who is a specialis then I got hung up on which has happened numerous times. I never get a return phone call and when I do call back I get to not only way to half an hour on the phone to get put through to someone but then I get to explain it all over again! I called back and got a woman who reconnected me w/ XXXX XXXX I waited 10 minutes and I was told it was too hard and XXXX would call me back when she did call me back she said oh sorry the specialist was supposed to call you which she never told me. She just left me on hold and then I got hung up on so how was I supposed to know That he was actually going to call me back? XXXX puts me on hold again and gets me through to someone in the escalation specialist department who happens to be lost mitigation escalation department his name is XXXX hes not so nice but I dont blame him I think this is the first time I started to cry and get a little upset! I have tried to stay so calm through all of this because its not going to help anybody if I get upset which I really want to get upset as I feel like Im getting the wool pulled over my eyes and again wondering how many other people this is happening to and whos losing their house because of it? He tells me the same thing be patient as it takes a long time to process but he will try to reach out to some people in the back office to update this and find out why its not done yet. He says he reached out to several people in the back office trying to get this taken care of he spoke with the back office manager he cant tell me his name but he reassures me it will get fixed soon. Another almost XXXX full hours on the phone. At this point XXXX cant believe all the different names of levels in this company and now Im being told that theyre talking to the back office I really feel like Im an idiot at this point and still trying to stay very calm but its not easy. Now today on XXXX XXXX calling because I havent been able to make my payment online as it still says Im 90 days past due and its got a block on my account. A gentleman XXXX answers from Customer Service he tells me that on his computer screen it says I have the right to request a follow up meeting within the next 14 days to discuss options to avoid a foreclosure! What??? Now this is what Ive been expecting but Im trying to have a good faith and believe all these people Ive been talking to at this point I believe Im on phone call number 12 would you wait a half an hour to talk to someone and youre on the phone for a couple hours and sometimes hung up on! He says that he will put me through to someone that is more qualified to help me he also says that it says something about obtain a payment due of {$24000.00} from XX/XX/XXXX now at that point I was in the middle of my forbearance I dont even know what thats about but this is crazy! He forward me to mitigations and I get back with XXXX XXXX Who tells me in the system it says on XX/XX/XXXX the booking of my deferral was done and approved on XX/XX/XXXX hes checking to see if he can tell me when it will be updated at this point Im literally ready to go through the roof he tells me that XXXX was wrong and it doesnt say anything about foreclosure but what do I know at this point other than I really need help and Im terrified this is happening to plenty of other people please give me some advice and help me
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12/04/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
NOTICE TO AGENT IS NOTICE TO PRINCIPAL AND NOTICE TO PRINCIPAL IS NOTICE TO AGENT To : NATIONSTAR MORTGAGE LLC dba MR. COOPER GROUP and all Agents., et al Attn : XXXX XXXX XXXX President MR. COOPER XXXX XXXX XXXX XXXX Chief Financial Officer, MR COOPER XXXX XXXX XXXX XXXX XXXX XXXX XXXX MR COOPER Ref. : Satisfaction of deed of trust Notification of challenge to outstanding debt claim : Your organization has made a claim that there is an outstanding debt associated with a deed of trust dated on or about XX/XX/XXXX, however, that deed of trust was satisfied upon deposit with the Federal Reserve agent- TITLE IV, sec . 401. the sixth paragraph of section 18 of the Federal Reserve Act is amended to read as follows : " Upon the deposit with the Treasurer of the United States ( a ) of any direct obligations of the United States or ( b ) of any notes, drafts, bills of exchange acquired under the provisions of this act, any Federal Reserve bank making such deposit shall be entitled to receive from the Comptroller of the Currency circulating notes.
You have mistakenly documented that my property was security for the loan, this is contrary to the Federal Reserve act, the XX/XX/XXXX act, presidential proclamation XXXX as well as the official congressional record for XX/XX/XXXX. Under the provisions of that act, which is still valid and enforceable to the present day, the promissory note tendered to the Federal Reserve agent, that was duly notarized, and signed with a blank endorsement, constituting tender of payment via legal tender as prescribed in the aforementioned act. Please take special note of the law concerning promissory notes : when issued against the security of notes bills of exchange acquired under the provisions of this act, the amount thereof shall be equal to not more than XXXX percent of the estimated value of such notes, drafts, bills of exchange so deposited as security. Such notes shall be the obligations of the Federal Reserve bank ... shall be receivable at par in all parts of the United States for the same purposes as are national-bank notes, and shall be redeemable in lawful money of the United States on presentation at the United States Treasury or at the bank of issue The XX/XX/XXXX act, TITLE IV, sec. 401. Amending the sixth paragraph of section 18 of the Federal Reserve Act.
See, it appears what you were failing to recognize is the law, coupled with the intent of Congress, is where Congress intended as did I, that promissory notes, as well as bills of exchange are the security deposits as noted above, and as such you are obligated to foreclose on that lawful Money ( The last section of the bill provides for the issuance of a new money, and so that no one would misunderstand what the new lawful money was, it was explained : this new money is to be handled. I refer to section 401, which reads : Upon deposit with the Treasurer of the United States of all contract obligations of the United States, or any notes. and so forth. Under the Federal Reserve Act obligations that are deposited as the security and gold for reserve notes are placed in the hands of the Federal Reserve agent. I would like to ask the chairman of the committee if this is a plan to change the holding of the security back of Federal Reserve notes to the Treasury of the United States rather than the Federal Reserve agent.
XXXX XXXX. This provision is for the issuance of Federal Reserve bank notes ; not for Federal Reserve notes ; and the security back of it is the obligations, notes, drafts, bills of exchange, bank acceptances, outlined in the section ), and since this is law in the United States as of XX/XX/XXXX to the present day, it is received and redeemable at all financial institutions operating as agents of the federal reserve : When required to do so by the Secretary of the Treasury, each Federal Reserve agent shall act as agent of the Treasurer of the United States or of the Comptroller of the Currency, or both, for the performance of any of the functions which the Treasurer or the Comptroller may be called upon to perform in carrying out the provisions of this paragraph The Congressional record of intent for the XX/XX/XXXX act, TITLE IV, sec. 401. Amending the sixth paragraph of section 18 of the Federal Reserve Act.
Release : What the Lender Does After the Homeowner Pays Off the Mortgage. It is now time for the lender to release the lien. Within 3 weeks after I fully pay my loan off in Ohio State, for example, state law requires the lender to cancel the deed of trust and dismiss the trustee.
As the homeowner, I was to receive a payoff verification letter from the lender, at which point the mortgage lien was to have been released or satisfied and officially recorded, why was this not done as required by Law? If, per the Federal Reserve act as amended by the emergency economic banking relief act, et al, the Note was the security and or the gold backing the issuance of the federal reserve notes ( Under the new law the money is issued to the banks in return for Government obligations, bills of exchange, drafts, notes, trade acceptances, and banker 's acceptances. The money will be worth XXXX XXXX XXXX XXXX XXXX because it is backed by the credit of the Nation. It will represent a mortgage on all the homes and other property of all the people in the Nation. ), why was my account not properly credited for the original NOTE security deposit as prescribed in law?
As per the law I will need this alleged outstanding DEBT Validated and Verified, as well as proof that the original Note was not Legal Tender for the same purposes as are national-bank notes and shall be redeemable in lawful money of the United States on presentation at the United States Treasury or at the bank of issue.?
This is to be received as an official Challenge and notice of intent to sue! This Qualifies as a written request and per law you must address the pertinent issues in law!
If you rebut this notice, please contradict the attached preponderance of evidence as to what the Law is and the intent of the President and the US Congress via the right to contract clause agreement The NEW DEAL.
I will expect the sale and Auction to be halted immediately and this matter resolved!
XXXX. I require the following answers to my reasonable questions and all answers must be answered according to the following requirements.
i ) Your answers must be in accord with TILA.
ii ) Your answers must be truthful under oath under penalty of perjury.
iii ) Your answers must be with a wet-ink signature and title of the representative.
iv ) Your answers must be sent with delivery confirmation.
v ) Your answers must be in plain, easy to understand language with a definition of all words used in your answers.
vi ) Your answers will be reviewed by my attorney. I require your answers within fifteen ( XXXX ) days of your reception of this inquiry.
XXXX ) Send your response to me and CFPB agents with delivery confirmation.
I require answers to these questions because I believe that your bank has committed fraud against me per the information disclosed in the Federal Reserve Bank publication previously referenced. If what is disclosed by the FRBs publication is true, then there can be no question that fraud has been committed by your bank against me using my tradename-estate and identifiers. There is a commercial maxim of law which states, Fraud vitiates all contracts, rendering all moot. When fraud vitiates a contract, the contract no longer exists. Furthermore, any party agreeing to continue within a fraudulent contract after fraud is discovered commits fraud willingly.
Sir, I will not participate in fraud. I now believe that no valid contract exists between my tradename-estate and your bank and your disclosure of answers to my expressed questions under penalty of perjury with your wet-ink signature will settle all controversy which now does exist. Should I not receive your written answers to my questions per the instructions of this Affidavit postmarked within fifteen days of delivery confirmation of Affidavit to your office, I will issue to you an Invoice for your action of estoppel by silence for the fee of {$500000.00} United States Dollars per estoppel by silence and per the instructions of this Affidavit. Said fees shall be payable in full to me within ten days of delivery confirmation of my invoice for fees. I will, additionally, file the following upon public record with our local county clerk of court for public record, as the following will become truth in commerce per your estoppel by silence and absence of a point-by-point rebuttal under oath : XXXX. Your non-response is an estoppel by silence and your bank will owe the stated fee to me on demand by invoice.
2. Your estoppel by silence is your tacit admission to fraud.
3. Your admission to fraud vitiates all existing alleged contracts, agreements, and the like, under the maxim that fraud vitiates all per United States v. Throckmorton ( 98 U.S. 61, 25 L.Ed. 93 ) ; 4. Affidavit will stand as proof that unspecified fraud has been committed against me using my legal trade name and social security number.
5. All aforesaid actions will require a subsequent investigation and audit of your banking practices and release of our correspondences for the protection of the public.
Be noticed : should your bank attempt to steal my Private Property, foreclose on my home, etc. ( under the commercial term repossession or recovery or foreclosure ), such actions will be considered as hostile theft of property, unlawful commercial actions subject to prosecution, theft of property without cause, denial of due process, deprivation of rights, and criminal activity pursuant to but not limited to : Title 18 U.S.C 1001 & 1002 False statements ; Title 15 U.S.C 1692 ( E ) Fraud and misleading representations ; Title 28 U.S.C 1359 Loss of jurisdiction by collusion ; Title 18 U.S.C 241 Conspiracy, and 242 Criminal deprivation of rights ; Title 18 U.S.C 1341 Frauds and swindles ; Title 18 U.S.C 1512 Obstruction of the law ; Title 18 U.S.C 3 Criminal participation ( knowledge ) ; et al. Be noticed : any attempt to steal [ foreclose ] on my property will incur a {>= $1,000,000} Fee per Attempt or Actual Occurrence. Said fee will be payable in full upon demand and is subject to be converted from United States XXXX to United States XXXX XXXX at a face value of {$1.00} United States XXXX XXXX XXXX XXXX XXXX at a weight of XXXX XXXX ounces and at a purity of XXXX $ fine silver, with said conversion self-executing at a time of judicial filing of claim and is non-negotiable and is at your willful consent via this notice. You are hereby duly noticed This is a done in good faith and under a patent right.
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11/14/2023 |
Yes |
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- Closing on a mortgage
- Delays with the closing process
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Web |
Servicemember |
Here 's the timeline : On XX/XX/2023, my offer on a house was accepted by the seller where we entered into a written purchase and sale agreement. Since we are both XXXX we agreed to a VA loan assumption at a lower interest rate they locked in years ago.
After home inspection was complete, the paperwork that was provided by the seller 's lender XXXX XXXX had instructed that the next step would be for me to contact the VA. I spoke with the VA on XX/XX/XXXX to initiate the assumption process, but they said that the majority of the assumption process is actually handled by the lender, and the VA only has a 15-day timeframe to respond, approve, or deny. I called XXXX customer support on XX/XX/XXXX to relay back what the VA told me, and they let me know that the paperwork I would be submitting along with the seller would be processed within 45 days. Customer support also informed me that the credit-worthy assumption I was applying for can take 4-6 months. When I asked them to elaborate on why the 4-6 month timeline, their explanation for this delay is due to bottlenecks caused by either the buyer, seller, or the VA. Since the lease on my rental at the time didn't expire until the end of XXXX, I felt somewhat comfortable with waiting this out for a few months.
On XX/XX/XXXX, the seller and I submitted XXXX 's requested documents. I then called XXXX, who estimated 5-10 business days for them to respond. The representative assured me that the past few weeks are included in this 4-6 month estimate.
On XX/XX/XXXX, I checked in with XXXX 's customer service department, who confirmed my documents were received XX/XX/XXXX. They recommended checking back in another week.
By XX/XX/XXXX, XXXX 's customer service department still had no updates. When I requested speaking directly with their assumptions department, the representative said that XXXX customer service does not have direct communication with the assumptions department and can not transfer me.
On XX/XX/XXXX, I called the VA who let me know that the VA no longer approves assumptions themselves but instead lets the lender handle all approving, underwriting, and transferring of VA entitlements. The VA nowadays only gets involved directly if a ) lenders deny an assumption and the veteran protests or b ) if any mistakes and/or ineptitudes are demonstrated by the lender. These specialty cases are when the VA steps in to help move things along. When I brought up XXXXXXXX XXXX 4-6 month timeline, the VA rep thought this was excessive, but also said that lenders have 30 calendar days to complete a loan assumption. At the time we were still within this 30-day period ( from document receipt XX/XX/XXXX ).
The same day ( XX/XX/XXXX ), I called XXXX to request an update. Up until this point, I had spoken with eight different XXXX customer service representatives. The ninth rep I spoke with said their assumptions department cleared the initial doc review and found no issues, so they sent our loan information to the originations team. Originations would then assign a loan officer to submit VA forms, go through the closing process, and will reach out within 10 business days to go over credit qualifications, and assist as a direct point of contact moving forward.
I called XXXX XX/XX/XXXX, XXXX, XXXX, and XXXX requesting updates- the response each time was that every loan servicer is backed up and are experiencing peak assumption loan activity.
On XX/XX/XXXX, I called the VA to check if they could confirm any activity from their side. The VA rep informed me that lenders don't get paid very much money to do assumptions, so they aren't incentivized to move them forward quickly. However, they informed me that I could submit a case with XXXX XXXX XXXX XXXX and file a complaint to the Consumer Financial Protection Bureau to help move things more quickly. I opted not to, and instead escalate things within XXXX management before taking these steps.
The same day ( XX/XX/XXXX ), I asked XXXX for an update. They let me know that my case was sent to corporate on XX/XX/XXXX ( I assumed " corporate '' meant assumptions ). They said they have 30 calendar days from THIS date to contact us, and again reminded me that credit-qualifying assumptions take 4-6 months. When asked to speak to a manager, the rep assured me that her manager also had no access to the assumptions department either.
On XX/XX/XXXX, a representative from Mr Cooper Mortgage left a voicemail requesting my earliest availability to speak. I immediately called XXXX to ask who Mr Cooper Mortgage is, and they confirmed that while XXXX is a servicer of mortgage, they subservice some administrative to Mr Cooper, who will be moving my account forward.
I called back the representative from Mr Cooper Mortgage XX/XX/XXXX, then again XX/XX/XXXX - leaving voicemails each time.
I was able to speak with the Mr Cooper rep on XX/XX/XXXX, who identified himself as my loan originator. He gathered my basic information ( name, birth, social, address, employment history ), ran my credit score, and asked that I submit a few documents to his email address ( taxes, bank accounts, HOA dues, and property purchase agreement ). By the next week, he would email a welcome packet for me to e-sign. Once completed, a second person ( a loan processor ) would reach out within 7-14 days. Typically, assumptions are completed between 30-60 days of receiving the welcome packet. Since they were overloaded with assumptions at the time however, he said it might take a while longer.
After a few days of exchanging emails with my dedicated loan originator, I noticed on one of the VA forms he sent that a close date of XX/XX/XXXX was shown. When I asked him to confirm if this was in fact our close date, he said its more typically closer to 45-60 days after he receives initial documents.
By XX/XX/XXXX, the loan originator confirmed that he received the initial documents, and moved my file to initial underwriting review. The estimated timeframe to completion had been set to 45-60 days from this point ( 60 days = XX/XX/XXXX ). The next step would be waiting 7-14 days for the loan processor to reach out.
On XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX, I checked in with the originator requesting an update on the load processor 's whereabouts. He let me know that all initial documents were received, and that I should keep an eye out for a " conditional approval '' on or before XX/XX/XXXX. This would be the first email I receive from the loan processor of what would be needed to work toward earning a final approval.
On XX/XX/XXXX, my wife and I were able to extend our rental 's lease one month in order to accommodate the extended duration of this loan assumption process.
On XX/XX/XXXX, I received my first email from the loan processor congratulating me on the conditional approval of my loan request. She let me know the " whole process takes approximately 4-6 months on average, '' and requested additional information from me ( marital status, HOA bill XXXX and verification of employment ).
The next day, I sent an employment verification letter from my employer that listed a phone number to call. My realtor also sent a requested copy of an HOA bill.
On XX/XX/XXXX, the loan processor asked for a few more items that were missing from my initial application. The employment verification letter I submitted could not be accepted since it did not include an email address. I responded the same day addressing each missing item, including previous loan history, and history of previous credit inquiries ( the employer email address I would have to get back to them with ). I also brought up what my realtor notified me that same morning- that a close date of XX/XX/XXXX had been identified somehow. I asked if this date could be negotiated a few weeks earlier since we would have to move out of our rental before the end of XXXX, and would like to avoid moving into temporary storage and housing. I tried calling three times, but could only leave a voicemail.
On XX/XX/XXXX, the loan processor informed me that the XX/XX/XXXX date we saw was just a target date, and couldn't guarantee a date until we were approved. She then asked for additional items regarding my spouse 's background and credit history, but would address the specifics of these in a separate email thread. She also confirmed that an email address from my employer 's HR department is the only acceptable method of contact.
Called the loan processor XX/XX/XXXX, but no answer.
My employer has a XXXX XXXX of over a million employees, so it took several internal calls and emails to finally receive an HR email address I could relay back to the loan processor on XX/XX/XXXX. The loan processor had not yet sent the second thread regarding spouse information.
On XX/XX/XXXX, I asked the loan processor two very important questions. The first question was " what remaining milestones are left between now and closing? The second question was " has either my data or the current homeowner 's been exposed to Mr Cooper 's recent cyber attack? '' I had incidentally discovered through skimming news headlines of a major cyber attack that hit Mr Cooper Mortgage on XX/XX/XXXX, but was not contacted about it by Mr Cooper themselves. The loan processor responded the same day, saying they're still working on the approval but are at a standstill due to corporate security lockdown. She did not have access to the level of security breach and couldn't confirm any impact to our case in particular.
I tried calling the loan processor twice on XX/XX/XXXX, but left no message.
I then called the VA on XX/XX/XXXX, asking if they've seen any activity happening with this loan from their side. The VA rep confirmed no visible activity so far, and recommended again that I submit a case to XXXX XXXX XXXX XXXX and file a complaint to the Consumer Financial Protection Bureau.
I tried calling again XX/XX/XXXX, and left a voicemail urgently asking for an updated timeline - as our rental 's extended lease was about to expire. I also followed up via email asking again for a timeline update, since the originator 's 45-60 day estimate was approaching in just days. I also tried calling the loan processor 's supervisor ( listed in her email signature ), but it was a non-working number.
On XX/XX/XXXX, I notified the loan processor of the escalation steps I was suggested by the VA, and again asked for clarification on next steps.
As of this writing, there have been XXXX elapsed days since the seller and I entered our purchase and sale agreement, and there is still no confirmed close date.
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09/13/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Escrow, taxes, or insurance
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Web |
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XXXX To : Mr. Cooper XXXX XXXX XXXX From : XXXX XXXX via XXXX XXXX XXXX Consumer Credit Examiner Mortgage Banking , Division of Banking Wisconsin Department of Financial Institutions Cell : ( XXXX ) XXXX XXXX Re : Error Resolution Notice under 12 C.F.R. 1024.35 Mortgage Loan Number : XXXX I am writing to request correction of the error ( s ) described below in regard to the mortgage on my property at XXXX XXXX XXXX XXXX.
From the moment a person files a XXXX XXXX bankruptcy petition ( Petition Date ), a loan supported by a mortgage must be treated as if it is current. Once a debtors XXXX XXXX plan is confirmed, the debtors regular ongoing mortgage payments should be applied from the Petition Date based on the mortgage contract terms and original loan amortization as if no default exists. All pre-bankruptcy arrearages are paid separately under the XXXX XXXX plan as part of the creditors allowed claim. In essence, the creditors claim is split into two claims the underlying debt and the arrearages ( although a creditor is only required to file one Proof of Claim as discussed below ). This can often be inconvenient for a creditor as it may have to create a separate account within its own system, but it is imperative that the payments be applied correctly to avoid being liable for improperly applying the payments, resulting in the penalty of sanctions.
Real Estate Settlement Procedures Act ( RESPA ) Escrow Account Protections and Limits ( Section 10 ) Section 10 of the Real Estate Settlement Procedures Act ( RESPA ) provides protections for borrowers with escrow accounts. Specifically, it limits the amount of money that a lender may require the borrower to hold in an escrow account for paying taxes, hazard insurance and other charges related to the property. RESPA also requires the lender to provide initial and annual escrow account statements.
Each month the lender may require a borrower to pay into the escrow account no more than 1/12 of the total of all disbursements payable during the year, plus an amount necessary to pay for any shortage in the account. In addition, the lender may require a cushion, limited to no more than 1/6 of the total disbursements for the year.
Monthly contractual payments that can be identified with their principle to interest ratios in accordance with their payment sequence. In this case there would be 240 total P & I payments after an initial interest only 120 months a total of 360 payments.
A ) Cooper applied current monthly contractual payments to missing months payment ( s ) that were filled with the court as far back as XXXX. Additionally escrow expense went up over years causing hundreds of dollars monthly in escrow overage and funds held in suspense. Cooper should have applied trustee payments only to filed debt, and current payments to current billing.
Applying current payments to XXXX XXXX debt caused major problems.
1. Overpayment allocation to escrow 2. Ongoing unapplied funds in hiatus/partial/unapplied 3. Misallocation created shortages* ( to be filed as supplemental claims ) 4. These issues result in double charges for the same line items This created a monthly ongoing escrow overcollection from XXXX scheduled to XXXX of escrow per RESPA. Missing escrow payments that were filed as XXXX XXXX debt ended up getting replaced with future escrow billings.
B ) XXXX of XXXX XXXX XXXX noticed even after XXXX payments for property tax and insurance there was enough funds to pay another ( year XXXX tax and insurance {$5600.00} ) or enough for 2 contractual monthly payments.. XXXX contacted Mr. Cooper and they agreed to apply the escrow surplus to the monthly payments.
But they did not. As they considered the account delinquent after the call. Therefore they would not credit the overage to monthly payments.
1 ) Cooper did however continue overcollection annually in excess of RESPA and held at times $ XXXX surplus when annual need was a XXXX.
2 ) Cooper/Legal knew of this since XX/XX/XXXX but signed and certified demand ( s ) over what was due over and over and over. Cooper actually raised escrow payments XXXX.
B ) Supplemental claims 1 ) XXXX XXXX the first agreed arrears is filed for {$1500.00}.
However In XX/XX/XXXX after annual property tax and insurance was paid ( {$5100.00} ) there was a surplus of {$2600.00} this is more than 1/6 annual buffer as per RESPA.
This indicates the trustee payments and or contractual payments were indeed paid, but misallocated then billed again as agreed arears. Note all of the agreed arrears were paid in full before dismissal save the 3rd and final was not finalized XXXX to XX/XX/XXXX because of ongoing dispute on outstanding balance. These double payments paid months in advance.
2 ) XX/XX/XXXX after tax and insurance is paid ( year XXXX tax and insurance {$5600.00} ) there is {$6100.00} surplus in XX/XX/XXXX {$10000.00} was filed as the second supplemental agreed arrears. The attorney gets outstanding contractual payments data from cooper. At this time/march XXXX had attempted to apply surplus escrow to contractual payments. At this time COVID conditions allowed for forbearance it took 2 months for this forbearance agreement to be signed, the 4 payments were not made at this time amount then was filed as the 2nd supplemental claim.
3 ) 3rd and final supplemental this represents the forbearance time. XXXX sold a building to free up equity to pay of the XXXX XXXX bankruptcy summer XXXX. Coopers legal, trustee, all parties agree to this sale with the condition funds pay off the XXXX XXXX and clear all debt. However at this time cooper changes the outstanding balance drastically by tens of thousands of dollars. The proceeds of the sale are no longer ample to pay the outstanding forbearance amount or balance of XXXX XXXX. From XXXX to XX/XX/XXXX XXXX argues to his legal, and his legal to coopers that the amount ( s ) to be filed are too high. Cooper files to abandon stay, XXXX advised to agree to final supplemental filing until such time he can find proof in any of errors. XXXX if filed for months XXXX to XXXX 15 months total.
4 ) Not enough time left in 5 year plan filed XXXX even with COVID extension to pay errant amount ( s ) in XXXX plan, not enough sales proceeds to pay off XXXX XXXX. XXXX breaks court order to make payments in full nearly gets case dismissed begs judge to allow time for proof of errors.
5 ) XXXX fights with his legal until they quit cooper legal unwavering. XXXX represents himself trys to convert to XXXX XXXX, trys to prove outstanding amount is wrong. XXXX XXXX case is dismissed attached document outlines all 3 supplemental claims, abandon stay, and varication of balance 3 date stamps. All nonsecure debts were paid off by trustee with sales proceeds as the3rd/ final claim amount was unsettled. While 100 % of XXXX XXXX debts at filing were paid and trustee returned funds.
D ) Case dismissed no benefit of discharge on 100 % paid unsecured debt 1 ) other creditors pursuing XXXX now and he lost the ability to convert to 7 or receive discharge do to cooper error.
2 ) credit suffers* Refi unable to buy or refi 4 years vs 2 because if dismiss vs discharge. Cooper invited XXXX via email to refi then stated XXXX will not qualify because of recent foreclose action and dismissal XXXX. Despite credit score, income, and equity coopers errors prevent XXXX from saving $ XXXX a month even now.
E ) HAF program as per COVID offers up to {$40000.00} for people that were in forbearance etc.
1 ) coopers errant balance too high to pay off per HAF guidelines 2 ) cooper wont allow payments XXXX without errant reinstatement, BPO is done foreclosure process is beginning 3 ) legal action, and their gratis attorney cant fix anything state of Wisconsin also tries to assist 12 months later HAF denied because balance still too high. At this time XX/XX/XXXX {$29000.00} was found by cooper while HAF fund were recived acceptance requires payback if the home is sold for 12 months cooper delays limit Jasons access to equity.
4 ) Trustee paid XXXX XXXX. Mr. Cooper had no record of payments even though records were on the monthly statement. Cooper required canceled check copies and dialogue from the trustee to confirm payments were made, but even then they insisted the amounts were applied. Cooper was able to verify all outstanding supplemental had been paid except the final supplemental. Of the final {$6400.00} was paid leaving {$28000.00} per supplemental claim outstanding. *** But that total was wrong and it got worse.
F ) {$40000.00} HAF funds are added to {$230.00} that had not been applied and {$3800.00} an advance that would not have to be paid back per cooper. This amount per conference phone call was enough to reinstate the mortgage and be current. However for the next 60 months the escrow was to be repaid as it was stripped from payments to be able to receive HAF funds and reinstatement despite their being a escrow surplus of {$4900.00} on the XXXX conference call.
1 ) {$9000.00} to be paid back over 60 months with larger payments starting XXXX. This is excessive and errant.
Attached final resolution/statement from XXXX 3 ) As of statement due XXXX {$51000.00} per cooper statement.
4 ) Without reinstatement trying to prove error ( s ) no payments are not accepted XXXX, XXXX, XXXX, XXXX XXXX XXXX, XXXX, XXXX, XXXX reinstatement, ( XXXX paid XXXX, XXXX ) XXXX 10 months. If these months were paid P & I only ( per cooper ), so that escrow would be outstanding. {$200000.00} as per cooper reinstatement arrangement and two payments.
5 ) As per monthly statement and XXXX letter XXXX {$19000.00} principle paid year to date, {$42000.00} in interest, and XXXX in escrow a total of {$65000.00} paid.
6 ) {$71000.00} would have been needed for XXXX P & I months and {$51000.00} XXXX statement HAF & Reinstatement payment with {$29000.00} XX/XX/XXXX credits equal XXXX in payments/credits.
Where are these missing credits/payments? Unapplied for XXXX or uncredited for XXXX after w2 taxforms?
What will you do to fix these errors?
*Anomalies : due to eviction and unpaid water bill property tax XXXX higher than usually DELINQ SEWER XXXX DELINQ WATER XXXX XXXX tried to switch bundle from XXXX to XXXX. However cooper refused to allow this causing nearly 3 cancelations, During the times of the unbundled policy caused increase in cost where saving was sought. It was only after Cooper demanded insurance that they paid for the insurance before 3rd cancelation. This is why escrow went down recently.
Sincerely, XXXX XXXX
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06/04/2021 |
Yes |
- Mortgage
- Reverse mortgage
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Web |
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Estate of Father ( deceased as of XX/XX/XXXX Address : XXXX XXXX XXXX, XXXX XXXX, FL XXXX Birthdate : XXXX, SSN # XXXX FHA Case # XXXX FHA Case # XXXX XXXX dated XX/XX/XXXX Champion Mortgage Loan # XXXX I am the XXXX & Heir of my father 's Estate, Personal Representative w/ Letters of Administration thru the Probate Court after my father 's death.
FLORIDA Office of Financial Regulation Complaint # XXXX.
Florida DBPR Complaint # XXXX / FOIA Request # XXXX Before I get started I was hoping that the CFPB could work in conjunction w/ the Florida Attorney General 's office in investigating this complaint. There is an ongoing investigation now and I feel CFPB working w/ them could help resolve this and help you come to a determination faster and more efficiently. FL Attorney General received my complaint on XX/XX/XXXX.
Father had a Reverse Mortgage originating thru XXXX XXXX back in XXXX of XXXX in the amount of {$300000.00} w/ a HECM loan. I, the XXXX was and did attempt to purchase the home of my father thru a Short Sale w/ the Reverse Mortgage Company called : Champion Mortgage / Nation 's Star ( Parent Company ). I purchased the home thru Short Sale for {$130000.00} paying cash to Champion Mortgage/ Nation 's Star to satisfy the amount owed within the Reverse Mortgage w/ a loan that was severely " Underwater ''. Champion Mortgage hired three ( 3 ) separate appraisals on the house within eleven months of one and other and hired the same appraiser each time.
1st Appraisal ) Drive By XXXX XX/XX/XXXX Market Value $ XXXX by XXXX XXXX of XXXX XXXX.
2nd Appraisal ) Walk thru Appraisal XX/XX/XXXX Market Value $ XXXX by XXXX XXXX of XXXX XXXX, amended down to $ XXXX in XX/XX/XXXX 3rd Appraisal ) Last & Final Appraisal XX/XX/XXXX Market Value $ XXXX by XXXX XXXX of XXXX XXXX, but actually working for her mother XXXX XXXX of XXXX XXXX.
4th Appraisal ) Homeowner hired his own Independent Third Party HUD Approved appraiser on XX/XX/XXXX Market Value $ XXXX thru Appraisal Services XXXX XXXX.
I anticipated a bad last & final appraisal from Champion Mortgage because of the Over Inflated values of the first two appraisals. I appealed to HUD Homeowner ( XXXX ) thru their assigned Station Chief Ms. XXXX XXXX XXXX. HUD HOC was supposed to review my appraisal and the Last & Final Appraisal of Champion Mortgage & XXXX XXXX. They were to compare the two appraisals and come up w/ a median average and or what was the most accurate value. HUD HOC took six weeks to evaluate these appraisals and there final decision threw away both appraisals and disqualified them. HUD HOC reverted back to the XX/XX/XXXX appraisal of XXXX XXXX and HUD HOC gave the Market Value of $ XXXX as their determination. Champion Mortgage ignored this finding entirely stating that the XXXX XXXX Appraisal was expired and could not be used. Champion Mortgage proceeded to use XXXX XXXX 's Last & Final Appraisal of $ XXXX. Champion Mortgage started foreclosure on the home XX/XX/XXXX and would not wait for the HUD HOC value determination knowing full well I wanted to pay cash for the home thru Short Sale. I purchased the home for {$130000.00} which is .95 % of XXXX. I immediately filed a complaint to the Florida Office of Professional Regulation and the FL Real Estate Appraisal Board came back with a Final Order determination w/ Errors & Omissions and Negligence against XXXX XXXX w/ Errors from A thru Q on an addendum. I notified Champion Mortgage of this and provided them a copy of the entire 14 page report and Champion 's reaction was they had : No Comment. I then hired a Litigation Attorney by the name of XXXX XXXX out of XXXX last summer in XXXX of XXXX. I am in the process of suing Champion Mortgage & both appraisers from XXXX Appraisers. I filed a separate complaint w/ HUD Office of Inspector General w/ the heading of Mis-Management/ Appraisal Fraud on XX/XX/XXXX and they reviewed this complaint and forwarded it back to the HUD HOC XXXX division where it's been since XX/XX/XXXX. I have not heard anything from HUD HOC or the Station Chief XXXX XXXX XXXX yet and have no idea if they gave an updated determination and or rejected or replied in anyway. I am furious that a desk / field review wasn't done by Champion Mortgage and a completely NEW appraisal should of been ordered and done by the ARMS LENGTH process thru an Appraisal Management Company where USPAP Rules & Standards were met and complied with. I have not been given that common decency or consideration. In addition I've also filed a complaint thru the Florida Attorney General 's Office as of XX/XX/XXXX that is being investigated. I supplied the Florida Office of Financial Regulation w/ over 600 pages of documents and they investigated and reviewed all my documents and came back stating this was a CIVIL Matter and they could not make a Final Order. I also have provided over 500 pages of documents to the Florida Office of Professional Regulation that they used for their Final Order. I have seven ( 7 ) different appraisals since XX/XX/XXXXwhen the original Reverse Mortgage was taken out up until today. No Matter which one of seven ( 7 ) different appraisals chosen after including the FEMA 50 % Rule and considering " Depreciation " every single appraisal would come out the same and there is No Structural Value to the home, and the only value there is for land at $ XXXX. The FEMA 50 % Rule states that any home w/ major restoration and or water issues needs to take their Market Value of the Home and divide it by 2. Whatever the number comes out to is the cut off in the amount of restoration allowed. If the house can't be raised up off the ground to 12.1 ' feet then the home needs to be raised and or bulldozed. My home is at about 8.2 ' elevation and can't be raised due to excess cost. The FEMA 50 % rule was ignored by all the appraisers and Depreciation was never given consideration. I have a 24 page Mold Report and an estimate for Mold Mitigation that was ignored as was the issue of whether or not there is " LEAD PAINT " in the home as there is peeling paint in various rooms and the home was built in XXXX. All of this is in the Final Order from FREAB and to add insult to injury the appraisers ignored other Environmental factors which included the construction of a 69.7 acre RV Park that will remove nine holes from the Plantation Golf Course w/ my home adjoining this property w/ 322 Slabs being constructed w/ transient renters coming and going. This was never mentioned in the report either. I provided the Appraisers three ( 3 ) estimates for necessary repair for all each category of restoration. This includes for : Exterior Metal Roof Replacement at $ XXXX w/ various ( 40 ) different leaks throughout the house and Interior Ceiling damage w/ a 4 ' thick tongue & groove Yellow Pine ceiling estimates of $ XXXX as well HVAC estimates $ XXXX & XXXX XXXX XXXX Awning window estimates at $ XXXX. Mold Mitigation estimate is approximately $ XXXX and Cast Iron Pipe estimates came to $ XXXX as they are in the foundation of slab and needing replacement. I provided the appraiser a XXXX plumbing estimate w/ photographs of the interior of the pipes and the home is marked off throughout w/ special tape showing location of pipes in walls & floor. I also have two additional Plumbing Estimates as well. The Sewer Lines in the home recently had a hydrostatic test done and the pipes " FAILED " the test and there is major leaks in the pipes that can cause major foundation issues.
I can provide any all documents that you request immediately as they are all saved by attachment. I would love to provide any and all documents proving my case with No Assumptions of any kind by me the homeowner.
To conclude this complaint it is important to understand that from the beginning XX/XX/XXXX thru XXXX XXXX " Overvaluing their Market Value by $ XXXX. This was done to show a low risk loan w/ a consumer that had very little income at {$900.00} a month. XXXX XXXX was caught with Millions of Over Inflated Reverse Mortgages and they sold their Reverse Mortgage to Champion Mortgage around XXXX & XXXX. In the end Champion Mortgage " Over Valued " the home because it was severely underwater and need at least {$320.00} to $ XXXX in necessary repairs. It was ugly from start to finish with unprofessional conduct and from the start Champion Mortgage was combative, disagreeable and won't even talk to me in XXXX of XXXX thru XXXX of XXXX. I filed a complaint w/ the Florida Attorney General 's office because of their conduct. That helped tame Champion Mortgage temporarily ... to at least force them to talk and recognize me. XXXX XXXX XXXX of HUD helped with two extensions of 90 days as i awaited Probate to end and Champion Mortgage tried to deny me at every turn what was needed.
XXXX XXXX XXXX Department Flood Analyst verifying that the FEMA 50 % Rule does apply and I'm including her email to me after her studying the Elevation Certificate that I included in attached files.
From : XXXX XXXX XXXX XXXX Date : Tue, XX/XX/XXXX at XXXX PM Subject : RE : [ EXTERNAL ] Fwd : ELEVATION CERT This document is exactly what is was referring to. Thank you for sending it. The findings from the elevation certificate indicate the structure is non- compliant with FEMA elevation requirements according to the current FIRM map XX/XX/XXXX. Your finished floor does not meet the required base flood elevation 8 NAVD. The finished floor elevation as converted from NGVD datum which was utilized to complete the supplied elevation certificate to the current NAVD datum is XXXX NAVD.
The cost of any repairs/renovations to the structure would be assessed under the substantial improvement regulation ( FEMA P-758 ). The appraisal you supplied indicates the market value minus depreciation is {$60000.00}. FEMA will allow 50 % of that figure equaling {$30000.00} as the allowable cost amount of any/all improvements to the structure.
Should the proposed repairs/renovations exceed the allowable amount, the structure would need to be brought into compliance with FEMA regulations which would entail elevating the structure to meet the base flood elevation of 8 NAVD + 1 of freeboard, Florida Building Code requirement, among other requirements.
I have attached the documents utilized in making the above described determination Best regards, XXXX XXXX, CFM Flood Management Specialist XXXX XXXX Building Division Growth Management XXXX XXXX
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01/21/2023 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
THIS IS A NOTICE OF DEFAULT AND OPPORTUNITY TO CURE DEFAULT NON-RESPONSE BY XXXX XXXX, XXXX XXXX and XXXX XXXX or board members.
This notice is to inform the CFPB President and board members as public witnesses to the default and non-response to my Affidavit of Trust. The original Is signed and notarized and XXXX XXXX XXXX, Beneficiary has the Original.
AFFIDAVIT OF XXXX XXXX XXXX XXXX OHIO XXXX NATIONSTAR MORTGAGE XXXX XXXX MR. COOPER XXXX XXXX XXXX XXXX XXXX, Texas XXXX XXXX : XXXX, Beneficiary c/o XXXX XXXX XXXX XXXX XXXX, Ohio XXXX XXXX Near [ XXXX XXXX NOTICE TO PRINCPLE IS NOTICE TO AGENT AND NOTICE TO AGENT IS NOTICE TO PRINCPLE To : XXXX XXXX, XXXX XXXX and XXXX XXXX, in their Private XXXX XXXX : XX/XX/2022 The undersigned XXXX XXXX : XXXX, hereinafter Affiant, does hereby certify and declare that Affiant is competent to testify and state the matters set forth herein and is willing to testify with first-hand knowledge, all contents herein are true, correct, and complete in accordance with Affiants firsthand personal knowledge. Affiant is of sound mind, and over the age of twenty-one. Affiant reserves all rights. Affiant knowingly and willingly affirms : 1. Affiant is the person making this Affidavit.
2. NATIONSTAR MORTGAGE LLC D/B/A MR. COPOPER, hereinafter Lender, is engaged in the business of taking deposits making loans.
3. Affiant is the sole legal and absolute owner, maker, or issuer of the estate and any asset ( s ) or property ( ies ) regarding the estate and Affiant has never assigned, transferred, nominated any of Affiants right, title, or interest to any others.
4. Affiant has no knowledge of nor has Lender ever revealed or disclosed to Affiant any trust relationship or creation of any trust or any other ( s ) regarding alleged account # XXXX or the Mortgage/Deed of Trust.
5. Affiant never intended to agree to or consented to any trust relationship or creation of trust between Lender and Affiant.
6. Affiant never knew of nor agreed nor consented to Lender or any others granting authority and becoming a trustee, agent, or having agency over any of Affiants property.
7. Affiant understood Affiant was obtaining Lenders capital and not obtaining credit or a line of credit nor an open end nor closed end of any form of credit.
8. Lender advanced credit to Affiant thus inducing Affiant into believing said advancement was from Lenders funds.
9. Affiant was induced by Lender into believing Lenders capital was the only funding source of the alleged transaction.
10. Lender actions to date prevent full disclosure to Affiant denying Affiant an opportunity to make a fully informed decision with regard to this alleged transaction.
11. Lender never disclosed any documented fact that Lender purchased Affiants alleged obligation thereby allegedly obligating Affiant to Lender.
12. Lender never produced or offered for signature, a binding bill of sale for ownership of Affiants monetary interests.
13. Lender induced Affiant into believing Lenders capital was the sole source of funding regarding alleged account # XXXX.
14. Lender is knowingly and willfully engaging in the collection of an extension of credit while inducing Affiant into believing Affiant is repaying Lenders own capital.
15. Lender is using extortionate enforcement of payment without clear and full disclosure of foundation to Affiant.
16. Lender is intentionally concealing and withholding material facts regarding any trust or the creation of any trust in re alleged Mortgage/Deed of Trust connected to alleged account # XXXX.
17. Lender is intentionally concealing and withholding material facts regarding any trustee or beneficiary, designated, nominated, appointed, or assigned by Affiant.
18. Lender is willfully withholding or concealing full disclosure of all material facts to Affiant.
19. Lender is using undue influence upon Affiant to retain domination over the Affiants will to obtain the rights and property of Affiant without Affiants complete knowledge and intentional consent or agreement.
20. Lenders action ( s ) exceed persuasion under duress by restraining and injuring Affiants will, property, and rights without the consent, agreement and knowledge of Affiant.
Any man or woman having first-hand knowledge of all the facts asserted herein having power and authority to rebut this affidavit must rebut each and every point separately with the rebutting partys own signature and endorsement notarized, under the penalty of perjury and willing to testify, and executed as true, correct, and complete with positive proof attached. Absent positive proof any rebuttal shall be deemed null and void having no force or effect, thereby waiving any of Lenders immunities or defenses.
Any rebuttal shall be mailed to the undersigned and the Notary address within ten ( 10 ) calendar days of Lenders receipt of this affidavit.
When a rebuttal is not received by both the Affiant and the Notary within 10 days this entire Affidavit and default provisions shall be deemed true and correct.
Lender further agrees and consents to this administrative notice and default under this affidavit as clear and convincing evidence and proof of the facts asserted herein : 1. Lender agrees to a Deed of release or release of Mortgage.
2. Lender agrees to set aside any Mortgage/Deed of Trust.
3. Lender agrees that each point in this affidavit shall constitute a single claim against Lenders bond ( s ) for each point not specifically rebutted by Lender.
4. Lender agrees to release any information, rather private or otherwise, to Affiant about any of Lenders agents or representatives Employee Dishonesty Bond, Directors and Officers Policy Bond, or any other liability bond ( s ), including the insurance or bond company name, bond company information, bond enforcement information, or any other of Lenders bond information Affiant requests.
5. Lender hereby obligates and guarantees Lenders bond ( s ) to secure the performance of non-rebuttal of this affidavit to Affiant for any unfaithful performance of fiduciary duties, financial loss, or damages sustained by Affiant in connection to any breach of contract or this affidavit. Any amount is not limited by the value of any property or costs incurred by Affiant in seeking remedy for Lenders breach.
6. Lender shall further agree that once or if Lenders bond ( s ) expire, terminate or do not equal the total amount due Affiant, Lenders President, Directors, and any of Lenders agents and representatives shall become individually liable for any difference due Affiant.
7. Lender obligates and guarantees Lenders current or future bond ( s ) to discharge any allegations against Affiant.
8. Lender immediately grants to Affiant the unconditional right of rescission regarding alleged account # XXXX and any security interest attached thereto.
9. Lender agrees to the filing of a UCC-3 deleting the alleged mortgage/deed of trust in any public record.
10. Lender agrees to the filing of a UCC-5 Correction in any public registry to correct the inaccurate, unlawful or illegal mortgage/deed of trust in any public record.
11. Lender agrees this affidavit shall be used as first party evidence or positive proof in any remedy sought by Affiant.
12. Lender shall return any money or property of Affiant including but not limited to any original documentation, including but not limited by, any Notes, securities, assets, applications, transfers, blotters, book entries, assignments, and security interests to Affiants address stated herein.
13. Lender waives all rights to adjudicate the alleged agreement referenced herein.
14. Lenders president and any directors waive all immunities regarding any future actions sought by Affiant.
15. Lender shall immediately terminate any security interest and certify to Affiant the termination within 10 days.
16. Lender is barred from any alleged right, title, or interest in any alleged account, note, monetary instrument, asset, or Mortgage/Deed of Trust regarding Affiant.
17. Any alleged trustee or successor of Lender is hereinafter completely removed and disqualified as trustee, agent, or successor by Affiant.
18. Lender and any of Lenders assigns or nominees are estopped henceforth from any action against any of Affiants rights or property.
19. Lender abandons all right of entry, possession, judgment, assignment or notice regarding Affiant or Affiants property.
20. Lender abandons the right of any alleged waiver or estoppel.
21. Lender hereinafter discharges any alleged Mortgage/Deed of Trust or any alleged debt.
22. Lender agrees that Lender is in violation of the Statute of Frauds.
23. All relationships between Lender and Affiant are null and void.
24. Lender agrees that Lender has breached the oral trust relationship with Affiant.
25. Lender agrees that Lender has employed the extortionate extension of credit with regard to Affiant.
26. Lender agrees that Lender is hereby removed and disqualified as trustee ( s ) pursuant to : a. Conflict of interest b. Concealment c. Breach of fiduciary responsibility ( ies ).
d. Fraud.
_______________________ XXXX XXXX XXXX NOTARY/JURAT On this XXXX day of XXXX, XXXXXXXX XXXX XXXX XXXX came before me , the Notary herein and under oath, attested and affirmed the signature as true, complete, and correct on the foregoing affidavit. I, the Notary, personally witnessed the Affiant swore under oath or penalty of perjury that the contents of this Affidavit are true, accurate, and complete. The Affiant also acknowledged the signing thereof to be of his/her own voluntary act and deed.
State of Ohio ) ) County of XXXX ) Signed this daXXXX ofXXXX XXXX at XXXX
My commission expires on : XXXX XXXX seal : ___________________ PROOF OF SERVICE I, the undersigned do hereby certify that on this XXXX day of XXXX, XXXX, that I did serve upon the LENDER, a true and correct copy of the foregoing Affidavit to their address as stated below using United States Postal Service Certified mail numbered XXXX XXXX XXXX XXXX XXXX and XXXX XXXX XXXX XXXX XXXX.
XXXX XXXX XXXX : XXXX XXXX, XXXX XXXX and XXXX XXXX Attorney for Plaintiff President/Chief Financial Officer XXXX XXXX XXXX XXXX NATIONSTAR MORTGAGE XXXX XXXX XXXX XXXX XXXX XXXX XXXX dba MR. COOPERXXXX XXXX XXXX XXXX.
XXXX, Ohio XXXX XXXX, TX XXXX ****Please fill out and complete IRS W-9 form and return to above Address.
By : XXXX XXXX XXXX XXXX, XXXX
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09/29/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Escrow, taxes, or insurance
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Web |
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Please answer my direct questions as you have not in any of the previous emails. Yesterday, XX/XX/XXXX, XXXX advised me to send an email inquiry to XXXX regarding the missing payment that was debited from my bank account on XXXX, which is yet another covered error subject to regulation under XXXX Not crediting a payment on date of receipt as required under 1026.36 ( c ) ( 1 ) error subject to regulation. A payment that cleared my bank account on XX/XX/XXXX, was not showing in your portal as of yesterday, XX/XX/XXXXXXXX and the portal reflected the payment due for XX/XX/XXXX, of {$850.00}, if the payment that cleared my bank account on XXXX was not showing until today, how can the amount due for XXXX still reflect {$850.00}?
Below is the response to the email XXXX suggested I send. A copy of my statement was attached yet they couldn't find the account. Is it unconscionable that I would receive an email stating the account can not be located with all of the information provided. Clearly nothing Mr. Cooper does is accurate.
From : XXXX XXXX Incoming XXXX Sent : Wednesday, XX/XX/XXXX XXXX XXXX To : XXXX XXXX Subject : RE : XX/XX/XXXXXXXX Payment Thank you for contacting Mr. Cooper. Please note that we are unable to locate an account under the property address and/or borrower information provided.
If you have any questions, please contact us directly at XXXX, or call our Customer Service Department at XXXX. Theyre available Monday through Thursday XXXX XXXX to XXXX XXXX ( CT ), Friday XXXX XXXX to XXXX XXXX ( CT ) and Saturday XXXX XXXX to XXXX XXXX ( CT ).
Let us know if theres anything else we can do for you. Were here to help.
Sincerely, Mr. Cooper Additional Violations : Imposing a fee, the servicer lacks a reasonable basis to impose- Not timely paying taxes, insurance, or other charges servicer agreed to collect and pay per 1024.34 ( a ) or refunding an escrow account balance per 1024.34 ( b ) Any other error relating to the servicing of a borrowers mortgage loan While discussing this ongoing issue with XXXX yesterday, we found an additional error in that the funds for escrow for taxes far exceeded my tax bill, so where were those funds allocated?
Under 1024.35 ( f ) ( 1 ), the servicer should correct the errors and notify the borrower of the correction in writing within five days ( excluding weekends and holiday ). NOT 5 YEARS!
Furthermore, Your " RESPA Response Notice of Error '' received today does not satisfy the requirements as this has been reported since XXXX. Mr. Cooper sent me confirmation that the flood insurance proof was received yet continued to withdraw funds for forced placed flood insurance, then recycled the same error in sending a letter on XX/XX/XXXX, that there was a lapse in my flood insurance coverage in XXXX. It is known that Mr. Cooper has engaged in inappropriate lending standards and that Customer Service Reps are encouraged to pressure customers to refinance and also to redistribute fees, which is exactly what you've done with the payments made as evidenced by the ortal on XX/XX/XXXX stating all forbearance payments had been satisfied and there was {$0.00} due on XX/XX/XXXX. XXXX. It is common knowledge that Mr. Cooper 's customer service reps are encouraged to pressure customers to refinance with no benefit to the borrower and clearly fees are redistributed so that the Mr. Cooper can profit and force the borrower to refinance. Mr. Cooper has not been compliant with RESPA as evidenced by the lack of communication and by its failure to research and resolve this issue in XXXX when it was initially reported. When Mr. Cooper couldn't respond within 30 days, it should have communicated to me and explained why more time was needed to reply and that the issue was being worked on. I called monthly, so how is it possibly not to respond timely? I did receive confirmation that my funds would be returned. Not only were my funds never returned, Mr. Cooper continued to deduct funds for forced placed flood insurance, year after year. Mr. Cooper 's non-compliance has been with the statutory scheme governing the error resolution process and communications between lenders and consumers.
Mr. Cooper/Nationstar did not comply with RESPA and in your most recent response, attached, is statutorily insufficient and constitutes common law negligence. as Mr. Coopers representatives confirmed this was resolved in XXXX yet continued the behavior which indicates a reasonable investigation was never conducted and I was never provided with the required responsive information.
RESPA RESPONSE TO NOTICE OF ERROR Under applicable federal law, we are required to inform you that after completing a reasonable investigation into the issues described above, it has been determined that an error occurred because a letter was sent to you dated XX/XX/XXXX, indicating there was lapse in flood insurance coverage. We corrected the error by refunding all flood insurance disbursements and removing hazard and flood insurance from the escrow account. You have the right to access the documents we used in this investigation, and we have enclosed them. Those documents are : Transaction History Suspense History Escrow Statement dated XX/XX/XXXX Billing Statement dated XX/XX/XXXX Prior Response Letters ( 2 ) Additionally, it is a prohibited practice for a servicer to charge a fee or to require a borrower to make a payment not yet due as a condition for responding to an error notice. In addition, for 60 days after receiving the error notice, servicers may not report adverse information about an alleged payment error to a consumer reporting agency.
RESPA exists to prevent abuse of borrowers by servicers and Mr. Cooper/Nationstar has shown their lack of compliance with the requirements of RESPA, Mr. Cooper received and confirmed receipt of proof of flood insurance in XXXX, XXXX. XXXX and XXXX yet continued to deduct funds for force placed flood coverage providing contradictory information. Mr. Cooper even sent the funds to Assurant for kickbacks as my coverage has never been with Assurant but through my HOA master policy, and Mr. Cooper knew and confirmed that they were aware of the coverage.
Mr. Cooper continues to post statements in its portal reflecting that there are no payments due on the account and then charging fees and costs for not having received the payment and improperly disclosing information to credit reporting agencies.
I have provided sufficient detail to Mr. Cooper multiple times, in writing, that I have attached to previous emails. Mr. Cooper never provided me with a response until today, over 4 years later. I never received a notice of the effective date of the correction from providing proof of flood insurance and Mr. Cooper continued with the error., year after year and even as recent as a month ago, XX/XX/XXXX. Please provide me with the details of the investigation from my requests in XXXX, XXXX, XXXX and XXXX at once. I have provided you with the details including dates and the names of those I spoke to and have the conversations recorded with informed consent.
Mr. Cooper has engaged in predatory lending that imposes unfair, deceptive, and abusive terms on borrowers. Mr.Coopers customer service reps continually attempt to trick borrowers into refinancing and to strip them of equity push them into higher interest contracts and/or force them into financial ruin.
Mr. Cooper would not disclose terms of the options at the end of forbearance period as requested multiple times, and has continued to engage in deceptive and fraudulent actions and with a complete lack of transparency.
Upon exiting a Covid -19 forbearance program and when a borrower is ready to restart making mortgage payments, Mr. Cooper as a mortgage servicer is required to work with borrowers and tell them about all available options.
Mr. Cooper has also been in violation of Charging late fees to borrowers in CARES Act forbearance programs.The CARES Act prohibits a servicer of federally-backed mortgage loans from imposing these fees while a borrowers mortgage payments are being deferred due to financial hardship caused by the COVID-19 emergency. 4 Late feees. Were charged of {$36.00} to my account on XX/XX/XXXX when on XX/XX/XXXX the account showed paid to date.
Failing to end preauthorized electronic fund transfers. As evidenced by the XXXX taken from a XXXX account in XXXX of XXXX an account closed in XX/XX/XXXX. I paid my a monthly payment XX/XX/XXXX from my XXXX XXXX Account and Mr. Cooper attempted an ACH from the closed XXXX account, their portal reflects a reverse charge which was caused by their careless practices and has me questioning their cyber security. The XXXX XXXX payment was never applied but deducted from my bank account.
Theyve charged me as a borrower, unauthorized amounts. Mr. Cooper has overcharged me for services and added fees outside of my loan terms due to the misappropriation of funds and late fees that werent warranted during forbearance Misrepresenting mortgage loan transactions and payment history in online accounts. The online account indicated the loan was paid up to date on XX/XX/XXXX, on XX/XX/XXXX the portal indicated {$5600.00} and later that day the portal indicated I owed {$4700.00} with a partial payment of {$560.00}! That is beyond deceptive, should a borrower be required to view the portal multiple times a day. same day the portal indicated Examiners found that servicers provided inaccurate descriptions of payments and transaction information, which may have misled borrowers.
Mr. Cooper has continually misrepresented mortgage loan transactions and payment history in online accounts with inaccurate descriptions of payments and transaction information, which is done purposely to mislead me and other borrowers.
Incorrect handling of partial payments. Servicers are required to take one of the following specific actions when they receive a partial payment from a borrower : crediting the payment, returning it to the consumer, or holding it in an unapplied funds account. Examiners found that, in some cases, servicers put these payments in borrowers escrow accounts rather than returning the amount or crediting it to borrowers next monthly payment.
Failing to forced placed flood insurance and continuing to charge for it annually and immediately after receiving and confirming receipt of the proof.
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07/22/2019 |
Yes |
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- Problem with a credit reporting company's investigation into an existing problem
- Was not notified of investigation status or results
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Web |
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I am writing to you today concerning my Mr. Cooper loan which was established in XX/XX/XXXX with Nationstar Mortgage and was converted to Mr. Cooper. My wife and I have exhausted our efforts with both the Mr. Cooper Customer Service Department and Research Department teams, and are reaching out to you as the last resort to effectively and swiftly remedy our complaints. It is our hope that the miscommunication and lack of communication will end with you, and all of the missing puzzle pieces may finally be put back together.
In XXXX of XXXX, we received our Chapter XXXX Bankruptcy Discharge from the Florida Bankruptcy Court. My wife and I also had signed and received the Reaffirmation Agreement with our Mr. Cooper Home Mortgage account. We were relieved knowing that everything was squared away with our home, the loan, and we would be able to begin rebuilding our credit scores again as everyone knows that life requires this. However, in XX/XX/XXXX, that was when everything took the turn downhill.
Mr. Cooper had made changes to the reporting on our XXXX and XXXX reports ( we use XXXX XXXX o Our payments were no longer being reported o Our account status had been changed to Discharged in Chapter XXXX Bankruptcy o Our Scores had dropped significantly I made the call to our Bankruptcy lawyer and asked him for advice as this was new territory for us. He explained that yes, we had received our Discharge in XX/XX/XXXX but our file was still open as the Trustee was still dispersing our tax money to creditors, but he had just finished so the file would close soon. He stated Mr. Cooper would need to begin reporting again, update our reports to reflect as Open and backdate all of our payments accordingly. By XX/XX/XXXX, our credit reports still werent updated and still reflected the Discharged in Chapter XXXX Bankruptcy status. Neither of us were happy about it as we were still trying to recover financially from the financial side, of course. Now we were also dealing with the credit side and this wasnt helping.
Throughout the course of this process, I have filed disputes with XXXX, XXXX and the CFPB.
XXXX for the inaccurate Discharged in Chapter XXXX Bankruptcy reporting in XX/XX/XXXX Case Number XXXX o XXXX eventually updated the account to reflect as open and in good standing.
XXXX for the inaccurate Discharged in Chapter XXXX Bankruptcy reporting on XX/XX/XXXX Case Number XXXX o XXXX responded on XX/XX/XXXX that their reporting was accurate information being supplied by Mr. Cooper ( Mr. Cooper was reporting that our account was closed and discharged in Chapter XXXX. ) o I disputed again and attached a copy of our Reaffirmation Agreement explaining that our account is NOT closed and was NOT included in the Chapter XXXX Bankruptcy, and that it needed to be updated to reflect as Open and Current.
o XXXX promptly deleted the account from my credit report I then emailed a copy of our Reaffirmation Agreement to Mr. Cooper on XX/XX/XXXX demanding they update all of our credit reports to reflect as Open and Current as it had almost been an entire year and it was my understanding that it was a violation of the Fair Credit Reporting Act. In essence, we just wanted to rebuild our lives after what we had been through.
On XX/XX/XXXX I called Mr. Cooper and spoke to XXXX. She assured me that this would be resolved within a week and to call back that following Friday on XX/XX/XXXX. She told me she was marking the file Urgent.
On XX/XX/XXXX, we received an online communication from Mr. Cooper thanking us for our phone inquiry on XX/XX/XXXX and to allow them 30 days to investigate. This caused some confusion as I was just told It would be resolved within a week.
On XX/XX/XXXX, I called back as XXXX had told me to and spoke to someone named XXXX. I explained my entire conversation with XXXX to him. He told me that marking our file as urgent meant absolutely nothing and that our file was added to a pile, when they get to it, they get to it. He also stated that it could take up to 30 days for that to happen. He assured me, however, that when they get to my email and it is fixed, Mr. Cooper would backdate everything to our discharge date.
We then received another communication thanking us and informing us another 30 days would be needed. It was at this point that we decided to no longer call because we were tired of receiving the time extension emails.
I then called XXXX to see if anything could be done. They told me that it is their policy that they can not fix anything until Mr. Cooper tells them to. It is also their policy that when a consumer disputes an account twice, they automatically remove it despite having the legit proof.
On XX/XX/XXXX, we received response via the CFPB dispute we had filed involving Mr. Cooper and this entire situation. The responding person was XXXX XXXX XXXX, a Customer Relations Specialist.
We show that the credit dispute was completed on XX/XX/XXXX. It was confirmed that the account is being reported to the credit reporting agencies.
o On XX/XX/XXXX, I spoke to two agents from XXXX by the name of XXXX and XXXX ( ID # XXXX ) and both have confirmed our mortgage account shows no payments for XXXX reflected. It only shows our account as being in good standing.
o I then called XXXX, also on XX/XX/XXXX and this same mortgage still does not show up on my credit report.
I sent Mr. Cooper a letter via mail with delivery confirmation requesting the trade line be re-added to my XXXX as instructed by XXXX XXXX XXXX.
XX/XX/XXXX XXXX Delivery Confirmation confirms Mr. Cooper receives my letter XX/XX/XXXX, we receive online correspondence from Mr. Cooper explaining that it will take up to 30 days for research but Mr. Cooper has received our request on XX/XX/XXXX XX/XX/XXXX, we receive a second online communication stating Mr. Cooper requires a 15-day extension for more research to complete this and I will be kept in constant contact regarding this XX/XX/XXXX My wife and I both have a dispute added to our XXXX credit reports that state we are disputing our Fixed Rates. Neither of us have ever contacted Mr. Cooper or Equifax EVER to dispute our Fixed Interest Rate. I called on XX/XX/XXXX to dispute this as neither my wife nor myself ever disputed our fixed rate for our mortgage accounts fixed rate. The agent assured me this would be removed. It never was.
XX/XX/XXXX, I received an update on my XXXX XXXX showing Mr. Cooper posted this had been resolved. I called XXXX to find out more information and spoke with agent XXXX who informed me that Mr. Cooper posted the Fixed Rate had been through a process called Credit Counseling or the like. Neither my wife or myself had EVER initiated this type of dispute with our mortgage. I then spoke with another agent XXXX ( Agent ID # XXXX ) who placed the dispute # XXXX to have this removed from my credit report. It has since been removed from mine but my wife still needs to have it removed from hers.
Today is now XX/XX/XXXX and Mr. Cooper still has not responded to me via mail at all since I sent my initial request to have my line re-added to my XXXX as instructed by XXXX XXXX XXXX which was received XX/XX/XXXX. XX/XX/XXXX was the last time I received an online correspondence from Mr. Cooper when they requested a 15-day extension without a reason as to why it was needed and this case has not been resolved nor have, they reached out to me regarding this matter. How does this not place Mr. Cooper in violation of the Real Estate Settlement Procedures Act ( RESPA )?
As you can see, it has been one journey that doesnt end. The back and forth with the Customer Service department and Research Department, the finger pointing between the employees within those departments, the misinformation I have received just trying to fix my credit report and my wifes credit report That is the ultimate goal here. We discharged our bankruptcy more than a year ago and we are still paying the price for it now. It truly isnt fair. Our mortgage is current, up to date, not behind, however you want to look at it. We have followed every direction given to us by ALL of the Mr. Cooper employees we have spoken to. This is what we are requesting of you and we truly hope that you will assist : I am requesting for the final time to have my Mr. Cooper account re-added to my XXXX Credit Report. I have completed each step including sending the written letter to Mr. Cooper and have waited patiently since XX/XX/XXXX ( before XXXX if you want to include the runaround by your employees. ) We are now at the middle of XX/XX/XXXX. If there is any reason why this can not be completed, I would like this in writing via USPS mail and a personal phone call from you.
Both my wife and I are requesting to have the dispute removed from our XXXX reports regarding the Fixed Rate. Neither of us filed this dispute with either Mr. Cooper or XXXX. XXXX is aware that we never filed it and I believe that Mr. Cooper may have sent this off to XXXX for both myself and my wife instead of fixing my trade line request with XXXX like they were supposed to?
Both my wife and myself are requesting to have every payment made for XXXX added to all credit reporting agencies. XXXX HAS CONFIRMED THAT NO PAYMENTS ARE BEING REPORTED TO THEM FOR XXXX! My wifes XXXX also shows no payments for XXXX as well! Please fix our XXXX as well! This is completely unacceptable. ALL 3 CREDIT REPORTING AGENCIES SHOULD REFLECT EVERY SINGLE XXXX PAYMENT, ALL OF THEM AS ON TIME, AND OUR ACCOUNT AS IN GOOD STANDING!
Both my wife and myself are requesting that every piece of payment history be reported accurately to each of our credit reporting agencies. Our reports should be 100 % identical as we are on the same account and when we compare, we find discrepancies. This is 100 % unacceptable!
We would like assurance that retraining of staff involved with our account will take place once this situation has been cleared so no other customer has to endure this nightmare. Avoiding a legal battle is key.
XX/XX/XXXX an email was sent to CEO XXXX XXXX requesting action be taken to remedy this. No response was ever received. All of the above was sent to him.
To date, nothing has ever been received on our end from Mr. Cooper to fix this and this situation remains unresolved. They are in direct violation.
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07/29/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
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Web |
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XXXX XXXX XXXX XXXX XXXX, TX XXXX OUR INFO ONLINE www.mrcooper.com XXXX XXXX Division of Consumer Finance XXXX XXXX XXXX XXXX XXXX, FL XXXX XX/XX/XXXX ACCOUNT INFO LOAN NUMBER : XXXX CFPB Case Number : XXXX CASE NUMBER : XXXX and XXXX REFERENCE : XXXX PROPERTY ADDRESS : XXXX XXXX XXXX XXXX XXXX, FL XXXX MORTGAGORS : XXXX XXXX XXXX XXXX Dear XXXX XXXX : Thank you for reaching out to us. We are looking forward to helping you.
We received your correspondence on XX/XX/XXXX, as well as duplicate correspondence from Mrs. XXXX XXXX submitted to us through the Consumer Financial Protection Bureau ( CFPB ) Portal on XX/XX/XXXX We have put together this reply with information that we hope will alleviate Mrs. XXXX concerns. We looked into the concerns she expressed and after an investigation, were sharing with you what we found.
We are sorry to hear of Mr. XXXX recent illness as well as the accident suffered by Mrs. XXXX sister. On XX/XX/XXXX, we spoke with Mrs. XXXX regarding the above-referenced loan as the loan was past due for the XX/XX/XXXX monthly mortgage payment. Mrs. XXXX indicated that she had been approved for the Hardest Hit Fund ( HHF ) Program and therefore, made a promise to submit the reinstatement amount of {$21000.00} to reinstate the account. It is important to note that the HHF Agreement very specifically states that the state agreed to send in 12 monthly mortgage installments or {$24000.00}, whichever comes first. The first of the 12 installments was received by Mr. Cooper on XX/XX/XXXX ; the last installment was received on XX/XX/XXXX. The state remitted funds totaling {$18000.00} on XX/XX/XXXX, which was not the full reinstatement amount as Mrs. XXXX stated it would be. Subsequently, we received installments each month in XX/XX/XXXX ; however, the Mr. Cooper is a brand name for Nationstar Mortgage LLC. Nationstar Mortgage LLC is doing business as Nationstar Mortgage LLC d/b/a Mr. Cooper. Mr. Cooper is a registered service mark of Nationstar Mortgage LLC. All rights reserved.
Please be advised this communication is sent for informational purposes only and is not intended as an attempt to collect, assess, or recover a claim against, or demand payment from, any individual protected by the U.S. Bankruptcy Code. If this account has been discharged in a bankruptcy proceeding, be advised this communication is for informational purposes only and not an attempt to collect a debt against you ; however, the servicer/lender reserves the right to exercise the legal rights only against the property securing the loan obligation, including the right to foreclose its lien under appropriate circumstances. Nothing in this communication shall be construed as an attempt to collect against the borrower personally or an attempt to revive personal liability.
If you are a successor in interest ( received the property from a relative through death, devise, or divorce, and you are not a borrower on the loan ) that has not assumed, or otherwise become obligated on the debt, this communication is for informational purposes only and is not an attempt to collect a debt from you personally.
account remained 30 days delinquent as the loan was never completely brought current initially. The monthly installments totaled {$22000.00} which is less than {$24000.00} ; we have confirmed that all the funds have been applied to the loan correctly as follows : Hardest Hit Funds ( HHF ) Installment Due Date Total HHF Received Installment Received Date Installment Funds Applied To XX/XX/XXXX {$18000.00} XX/XX/XXXX Reinstatement Amount XX/XX/XXXX {$1600.00} XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX {$1600.00} XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX {$1600.00} XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX {$1600.00} XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX {$1600.00} XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX {$1000.00} XX/XX/XXXX Held In Suspense XX/XX/XXXX {$1900.00} XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX {$1900.00} XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX {$1900.00} XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX {$1900.00} XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX {$1900.00} XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX {$1900.00} XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX {$1900.00} XX/XX/XXXX XX/XX/XXXX Furthermore, Mrs. XXXX expressed concern regarding unapplied funds on the account ; please note, there were previous unapplied funds in the amount of {$1400.00} which were being held in suspense ( unapplied funds account ) as the funds did not represent enough to complete a full monthly installment. These funds were disbursed to Mrs. XXXX attention on XX/XX/XXXX. Currently, there is a suspense balance of {$340.00} on the account.
As indicated in the enclosed correspondence dated XX/XX/XXXX, we thoroughly reviewed the account and the previous responses that were sent to Mrs. XXXX attention and found that we provided her with erroneous information in our correspondence dated XX/XX/XXXX ( enclosed ). We incorrectly informed Mrs. XXXX that the State of Florida disbursed {$31000.00}. The correct amount that was disbursed to us on Mrs. XXXX behalf from the State of Florida was a total of {$40000.00}. We have since apologized to Mrs. XXXX for this incorrect information in our correspondence dated XX/XX/XXXX, and confirmed that the correct funds and correct amounts have all been applied to her loan correctly.
Mrs. XXXX expressed concern regarding the interest rate. She believes that the interest rate should be at 4.000 %. Please note, we have reviewed the loan further and found that the above-referenced loan has been previously modified under the Home Affordable Modification Program ( HAMP ) in XX/XX/XXXX, which permanently amended the Original Note. As per the HAMP payment schedule, the interest rate was scheduled to adjust to 4.000 % effective XX/XX/XXXX. However, due to the loan being on a Temporary Loan Modification at the time that this interest rate change was supposed to take place, the change did not take effect until the temporary modification expired. Please be advised, 4.875 % is the interest rate cap per the HAMP Modification Agreement ( enclosed ). Additionally, per page 2 section 2 of the Temporary Modification Agreement, the Principal and Interest ( P & I ) that Mr. and Mrs. XXXX will pay after the Rate Reduction Period may change in accordance with the terms of the original Note or terms of an active modification to the original Note. We have enclosed a copy of the Temporary Modification Agreement for your review.
Please note, the loan was most recently reviewed for a Flex Modification on XX/XX/XXXX. On XX/XX/XXXX, the loan was denied for the Flex Loan Modification due to insufficient monthly installment reduction. This means we were unable to reduce the P & I installment by even one dollar. Please note, the requirement for this loan modification is that we reduce the monthly P & I installment, even if it is only by a dollar. Unfortunately, we were unable to accomplish this. We understand that Mrs. XXXX would like for us to explore alternative ways to reduce the monthly mortgage payment such as extending the terms of the loan ; however, we do not set the modification guidelines and must follow the guidelines that are set forth by the investor of the loan. We have enclosed a copy of the Loss Mitigation Evaluation Notice dated XX/XX/XXXX for your review. Please note, if Mr. and Mrs. XXXX wish to retain the property, they may reinstate the loan as we were unable to approve the loan for the Flex Modification. Due to the Chapter XXXX Bankruptcy on the loan, please have Mrs. XXXX contact our Bankruptcy Department at the telephone number listed below to obtain a current Reinstatement Quote. If Mr. and Mrs. XXXX are unable to reinstate the loan, they may also consider non-retention options such as a short sale or deed in lieu. Please find a description of the non-retention options below : Short Sale this option permits the borrowers to sell the home for less than the balance remaining on the mortgage loan. Depending upon applicable law and investor requirements, a borrower may or may not be required to pay funds to reduce the difference between the amount owed and the approved purchase price.
Deed-In-Lieu this option permits the borrowers to voluntarily transfer the property to the owner of the mortgage to satisfy the debt. Depending upon applicable law and investor requirements, the borrower may be required to pay funds to reduce the difference between the amount owed on the loan and value of the property being transferred.
During our investigation, we were able to identify the error on XX/XX/XXXX. The error discovered was the amount provided to Mrs. XXXX of {$31000.00}, which we stated was the amount disbursed by the state of Florida in our correspondence dated XX/XX/XXXX. We have since provided Mrs. XXXX with the correct amount disbursed by the state of Florida. Further, we sincerely apologize for any inconvenience and frustration this may have caused. We hope this letter is helpful in resolving the complaint.
Hardest Hit Funds Agreement HAMP Modification Agreement Temporary Modification Agreement Correspondence dated XX/XX/XXXX and five ( 5 ) Enclosures Correspondence dated XX/XX/XXXX and four ( 4 ) Enclosures Loss Mitigation Evaluation Notice dated XX/XX/XXXX If Mrs. XXXX should have any questions, she can reach the Single Point of Contact ( SPOC ) at : Single Point of Contact ( SPOC ) XXXX XXXX Phone Number : XXXX For general questions, please have Mrs. XXXX reach out to our Bankruptcy Department at XXXX. Our hours of operation are Monday through Friday from 8 a.m. to 5 p.m ( CT ). Visit us on the web at www.mrcooper.com for more information.
I hope this information is helpful and addresses your concerns. If you have any specific questions about the information I have provided, please contact me directly, using the information below.
Sincerely, XXXX XXXX Mr. Cooper Customer Relations Specialist XXXX XXXX XXXX XXXX, TX XXXX Phone : XXXX Fax : XXXX E-mail : XXXX Enclosures 15 By E-mail XXXX and CFPB Portal cc : XXXX XXXX and XXXX XXXX XXXX Are you experiencing a financial hardship? Our local non-profit partners can help with financial counseling and other services. Please visit these websites for assistance : Hud.gov XXXX
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07/16/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Servicemember |
STOP AUCTION SALE OF OUR HOME Please note, I am in an active loan modification process, please do not move my property to auction sale on XX/XX/XXXX in violation of the Homeowners Bill of Rights of California.
Packet is in process and will be submitted. Hello XXXX Management, the entire Advocacy Team for my modification efforts, et al, RE : XXXX Webfile Transcript of Modification Efforts and Investor Rejections : Nationstar Loan Number : XXXX, XXXX XXXX XXXX Home Loan Number : XXXX and XXXX ID # XXXX -- -COPY ALSO ATTACHED I have attached a partial transcript that identifies communication with the servicer in the past-this is a partial and not full transcript, as the full transcript is more than 100 pages longthe partial transcript is intended to isolate some of the instances of the investors rejection of viable modification option in the past.
Please note the particular case where the servicer had approved a modification, I accepted it, and then the investor, XXXX Securitizations, master serviced by XXXX XXXX, rejected a plausible affordable payment solution. I have multiple situations where the servicer had felt a modification was doable, and then the investor, XXXX Securitizations, master serviced by XXXX XXXX, rejected it. Please note in the transcript where I have isolated only a few instances of my efforts to date regarding attempts for modification and at the end of each process, the investor, XXXX Securitizations, master serviced by XXXX XXXX, rejected the proposal for modification.
I have attached, a copy, of the entire transcript that shows all my interactions with the servicer and their reporting back to my XXXX web file the repeated decisions, which have been rejections by the investor, XXXX Securitizations, master serviced by XXXX XXXX My full XXXX transcript of communication with the servicer is over XXXX pages long which I have saved and preserved for future use if needed. The following transcript is a streamlined version of communication to give you an idea of the struggles of attrition during the entire life of this modification process. Please make note wherever the name servicer is mentioned in a row, on the transcript, and the response by the servicer.
Please review the attached full transcript as needed to present an even clearer picture of the content of each modification rejection by the investor, XXXX Securitizations, master serviced by XXXX XXXX. Please note, on particular case, in the row dated XX/XX/XXXX, after the servicer had extended a modification solution with an affordable payment, after I accepted the solution, the investor XXXX Securitizations, master serviced by XXXX XXXX, again, rejected it, even after the servicer had extended terms. Note in particularly, that the servicer states in the transcript communication on line item dated XX/XX/XXXX, that the investor has the final say in all matters regarding the extension of any affordable modification solution. It was amazing that the servicer, at the time, approved a modification, posted it on my XXXX web file to accept, and not even minutes later, the investor denied the plausible modification solution, which caused the servicer to state in the end, that the decision is at the sole discretion of the investoreven the servicer was surprised and baffled by the investors rejection of a reasonable affordable payment solution.
Therefore, in the end this is why, although we will remain optimistic that a solution with an affordable payment can be extended, however, the past history by this investor, XXXX Securitizations, master serviced by XXXX XXXX, does not suggest a favorable outcome resulting in an affordable payment solution although I qualify when you look at the calculated housing, back, and front end ratios which were calculated by a reputable housing agency. In the end, we hope this will not be another act of futility by the servicer with no actual decision making powers, who have been willing to extend a reasonable affordable payment solution. But the servicer has had their willingness to extend an affordable solution, rejected by the servicer they work for : XXXX Securitizations, master serviced by XXXX XXXX. This is why I am requesting that my advocacy team make an aggressive effort to contact the investor XXXX Securitizations, master serviced by XXXX XXXX ; they are the ones who have rejected every offer, not the servicer.
One of the servicers representatives even demonstrated their frustration that their attempts to extend an affordable payment solution were rebuffed by the investor. Because of their frustration, the servicer identified the following person, XXXX XXXX, as the liaison to the investor team, please contact him, or the other staff members listed below, at the following contact info to determine why they continue to deny and reject reasonable affordable payment modification offers and other programs that would assist us to stay in our home with reasonable solutions to include : all Principal Reduction Programs, options through theHAMP, Hardest Hit Funds, Transcript of Modification Efforts and Investor Rejections XXXX ID XXXX Page 2 of 11 Keep Your Home CA, and other proprietary solutions, etc.
All of the aforementioned programs that could have been applied to my situation for an affordable mortgage payment, that we qualified forhave all been denied, and not accepted, but rejected by the investor XXXX Securitizations, master serviced by XXXX XXXX ( Please see the indented, highlighted paragraph below, the entire content between the hash lines was sent back to me from XXXX XXXX email addresses automatic reply system. Please use it to contact XXXX XXXX and the other investor staff, listed in his email, who are believed to be front line personnel for the investor XXXX Securitizations, master serviced by XXXX XXXX ) : -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- XXXX XXXX -- XXXX or contact members of his office staff : contact XXXX XXXX at XXXX ( or ) XXXX XXXX at XXXX I will be out of the office Tuesday XXXX. I will have no office contact while out and will respond when I return Wednesday XXXX. BID INSTRUCTIONS FOR LOANS IN XXXX SECURITIES : Uninsured loans : Total debt is approved PMI insured loans : Bid per PMI insurer requirements, total debt if they fail to set a bid. You may contact XXXX XXXX at XXXX or XXXX XXXX at XXXX if your issue requires immediate attention. Otherwise, please contact me ( XXXX XXXX ) when I return. Thank you. Also try, XXXX XXXX -- XXXX XXXX -- XXXX -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- Again, a third party financial firm believed that our front end, back end, and overall housing ratios, are sufficient to sustain an affordable payment. The lack of payments over the past few years was not our intent nor purpose. We sincerely thought we would have had a modification with an affordable payment within 30 days of visiting XXXX, for modification assistance, the first time we sought them for help with our mortgage. The multiple rejections by the investor team are the reason this modification process is still being pursued, is ongoing, and has become a drudgery. The investors rationale that we received a modification in the past has been obviously demonstrated as no more than a repayment plan that increased our mortgage amount and placed us in a worsened hardship position, that modification repayment plan did not produce an affordable payment! I will provide all of these instances ( of investor rejections ) in my full XXXX transcript via email for my entire advocacy team to review. Please see partial transcript attached below regarding some of the relevant communication from the investor XXXX Securitizations, master serviced by XXXX XXXX as communicated via the servicer -- the powerless fronts for the investor. Please, any member of my advocacy team, you may use this letter as my authorization for you to contact the aforementioned possible front persons with the investor team : XXXX Securitizations, master serviced by XXXX XXXX to continue your advocacy for a reasonable solution for an affordable payment modification once and for all. This has taken a tremendous mental toll on my family. Please help! Respectfully Submitted under the penalties of perjury, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX CA XXXX ( XXXX ) XXXX Last four SS # XXXX XXXX ID # XXXX, Nationstar Mortgage # XXXX, and XXXX XXXX XXXX XXXX XXXX # XXXX -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - The California Homeowner Bill of Rights will ensure that many of the core provisions in the National Mortgage Settlement are extended to home loans that are not currently covered. ( CA Senate Bill 900 ) -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- cc : Chairman House Financial Service Committee ; XXXX XXXX, XXXX ; Atty General, XXXX XXXX XXXX, State of California National Bank Settlement XXXX and XXXX ; XXXX XXXX, XXXX Law Firm ; Senator XXXX XXXX ; XXXX XXXX XXXX ; Congressman XXXX XXXX ; XXXX XXXX, California XXXX XXXX Department of Corporations ; Customer Assistance Group, Office of the Comptroller of the Currency-Case # XXXX ; Mr. XXXX XXXX XXXX, Office of Thrift Supervision, XXXX XXXX, Action XXXX XXXX XXXX, Office of the Comptroller of the Currency-Case # XXXX and XXXX and XXXX, XXXX XXXX XXXX, XXXX and XXXX, California XXXX XXXX, Consumer Protection Clinic, of the University XXXX California XXXX XXXX XXXX XXXX California XXXX, A Program of the Attorney General. XXXX XXXX XXXX XXXX XXXX XXXX of Mortgage Settlement Oversight, California XXXX XXXX XXXX Consumer Protection Clinic, of the University of XXXX XXXX XXXX XXXX XXXX California Monitor, A Program of the Attorney General, Staff Attorney XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX.
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03/04/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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XX/XX/XXXX Consumer Financial Protection Bureau XXXX XXXX XXXX XXXX, IA XXXX Tel : XXXX SUB : MR. COOPER LOANS A/C #, Property Address : Dear Sir / Madam, I am writing to you after going through painful procedure with Mr. Cooper. I have purchased my home in XXXX of XXXX. It is my primary home and I tend to keep it. Since XXXX my main mortgage was always on auto debit. During the last 17 plus years, my loan was transferred to multiple lenders but my auto debit continued without any problem. I never had to check my account to ensure about the payments as it was going on for over 17 years via auto debit.
The problem started when Mr. Cooper stopped taking auto payments from my bank account in XX/XX/XXXX. I have a copy of XX/XX/XXXX statement which states that my auto debit will be on XX/XX/XXXX. I thought everything is going as usual. Copy is attached for your reference which clearly states that my next payment will be auto debit.
In XX/XX/XXXX, I got a first call from someone stating that they are from Mr.Cooper and started threatening me that I did not pay mortgage for 3 months ( XXXX XXXX ) and they are going to foreclose my house. I was shocked and promised to call them back after checking with the bank.
I checked with my bank and realize that Mr. Cooper did not post the payment from XXXX. I called them back asap and try to resolve it. I inquired that why they stopped taking the payment to which they were giving me multiple answers. First they said that I stopped it which was wrong as I didnt. Then they said its your husband who stopped it which was wrong again. Then they put me on hold for almost 15 minutes and told me that the auto debit was supposed to be finished until XX/XX/XXXX and I have to reinstate it. Wrong information again as I have XX/XX/XXXX statement which states that auto debit will be on XX/XX/XXXX which never happened. After 40 minutes of conversation, they were still unable to give me a satisfactory answer. I wanted to resolve the issue but it was impossible for me to pay entire 3 months of payment. The agent suggested loan Modification which I liked. I was told that they will put me into a 90 days trial payment plan and upon successful completion of it, I will be able to go for Loan Modification. I agreed. I also asked them to if I can make a payment for XXXX to which I was told that no payment can be made until I clear the 90 days trial period.
My first payment was on XX/XX/XXXX for {$370.00} XX/XX/XXXX ( for XXXX Payment of {$370.00} via phone call XX/XX/XXXX ( for XXXX ) - Payment of {$370.00} via phone call XX/XX/XXXX ( for XXXX ) - Payment of {$370.00} via phone call XX/XX/XXXX I made the last payment of the trial period and inquired about the next steps. I was told that I qualify for Loan Modification and will get the documents in the mail.
XX/XX/XXXX I waited and did not get any document in the mail. I called them again as I was worried about the XXXX payment. I made payment for XXXX for {$340.00} and inquired about the Modification documents. I was told that they will send out the documents in the mail as they sent one in XXXX which never came. Please note that no deadline was mentioned at that time.
XX/XX/XXXX, XXXX I called at XXXX XXXX and spoke to XXXX . I received Modification Documents which requires mine and my husbands signatures. Deadline to mail documents was XX/XX/XXXX. I was shocked and asked them about the deadline as I was receiving the documents after the deadline. I was told not to worry and send the signed and completed forms. I inquired about my husbands signatures as he had filed bankruptcy in XXXX and was discharged of the debts. The agent had no answer and took my number to call me back on this, which never happened.
XX/XX/XXXX I called again at XXXX XXXX and spoke to XXXX. I inquired about my husbands situation. I was told about the quit claim deed and was routed to XXXX County Recorder of Deeds. I was given address where I have to mail the loan docs. I inquired about the XX/XX/XXXX deadline with the fact receiving the docs in XXXX, I was told not to worry and send the docs. They promise to send me a shipping label.
XX/XX/XXXX I was worried about the payment. I spoke to XXXX at XXXX XXXX and made a payment for XXXX for {$340.00} XX/XX/XXXX - With all this additional stress, my health deteroit. I got weak and was not in a stable condition to go over this painful procedure. I want to ensure that I am in my proper state of mind to sign the documents. As soon as I got better, me and my husband completed the forms. I called Mr. Cooper and left voicemail for XXXX. I waited but no call back from them. Called again and spoke to XXXX who sent me the shipping label via email. I was stressing out and did not want to be late. I make another payment of {$340.00} with her for XX/XX/XXXX. She told me to mail docs by using the XXXX envelope and the label which was emailed.
XX/XX/XXXX, XXXX I got the documents notarized and took the documents to XXXX as the return envelope was from XXXX . XXXX refused as the label which Mr. Cooper sent me via email was of XXXX. I got confused as I could not figure out which provider to use XXXX or XXXX. I called Mr. Cooper and spoke to XXXX. I explained him the issue. He spoke to his Manager and apologies as they sent out the wrong envelope and wanted me to mail the documents via XXXX as the label was from XXXX. I also inquired about the deadline of XX/XX/XXXX t which I was told that its fine, just mail the docs. I rushed from XXXX to XXXX as they were about to close in 7 minutes and my commute was of 7 minutes. I rushed and made it to XXXX on time and mailed the documents.
XX/XX/XXXX, XXXX-Documents received by Mr. Cooper. Finally!
XX/XX/XXXX, XXXX-Spoke to XXXX who told me that I was behind since XXXX XXXX- I have to repeat every single thing to him. He said my Loan Modification is denied as they did not receive the documents on XX/XX/XXXX. I got frustrated as I was constantly in communication with them and kept following whatever I was told. XXXX, however, resubmitted the Loan Modification and wanted me to check in about 23 weeks. I wanted to make a payment for XXXX with him as I do not want to be late, he refused and mentioned that he can not accept any payment at this time and there is nothing he can do about it.
XX/XX/XXXX, XXXX-Received letter from Attorney for a court date on XX/XX/XXXX XX/XX/XXXX Called at XXXX XXXX and spoke to XXXX who said that Foreclosure is on hold due to Loan Modification proceedings. Upon inquiry for court date, she put the attorney on a conference line. Attorney confirmed and that the hearing on XX/XX/XXXX at XXXX XXXX is for amendment only. There is no need to make an appearance. XXXX wanted me to call after every 2 weeks to check the status of Modification.
XX/XX/XXXX, XXXX-I called at XXXX XXXX and spoke to XXXX who reorder Loan Modification and wanted me to check with her by the end of month. I tried to make a payment for XXXX and XXXX and was refused again with the same message that they cant accept any payments as house is in foreclosure but here is no auction date.
XX/XX/XXXX : I called again at XXXX XXXX and spoke to XXXX. I insisted to speak to Manager but she was making excuses and was not willing to bring the Manager on line. I have to go through the entire story with her again. I emphasized to speak to Manager. I then got upset and stated that is your Manager refusing to talk to me and only at that time, Manager came over on phone. At XXXX XXXX, I spoke to Manager XXXX XXXX, ID No XXXX. She stated that foreclosure started back in XX/XX/XXXX to which I was surprised as no one mentioned to me until XXXX of this year. It means that they were fooling me around so that I keep paying and they keep playing with me like a pinkponk ball. She further stated that loan modification was sent numerous times and we failed to submit documents numerous times thats why they keep rejecting the loan modification. I clearly stated to her that it was only one time that loan modification documents were sent out and that too after the deadline and I have send them back in a timely manner to which she had no response. I told her that I am extremely disappointed and looks like all they want is my house due to equity in it. They are fooling me since then. I have been played. I told them I am filing an official complaint with CFPB and also with attorney generals office. She them want me to file a complaint at Consumer Relations at Mr.Cooper and gave me their phone and email. I was told my only option is to reinstate the loan to current. She wanted me to call her on Tuesday XX/XX/XXXX to get the total amount to pay which will be valid only for 24 hours. There is nothing which she can do.
Despite my every effort to resolve it, Mr. Cooper is finding ways to take my property as there is lot of equity in it. I was ready and willing to make payments at all times but they refused to take it. They refused to take payment in ec, XXXX, XXXX, XXXX so that they can tell that I am behind. I called numerous time to pay but they refused. When I inquire about the balance, it does not correspond to the balance which I see online. It seems all they want is my property. This is my only home for almost 18 years. I do not want to lose my property and they are trying to take it and snatch it.
Please note that I am a sick patient and have recently survived XXXX. My body and my health will not allow me to handle the kind of stress which Mr. Cooper has put me and my family into. I have no other choice except to seek your help with the hope of getting it resolved. I need your help to relieve me of this painful stress and cheaters like Mr. Cooper. Looks like I am their new victim and they are the CONMAN. But I believe in justice.
Your help and assistance is deeply appreciated. Please help me. You are my only hope at this time. I cant sleep at nights. My stress level is extremely high due to this. My health keeps deteroiting. Please help me save my home for me and my family.
Should you have any question, please feel free to contact us.
Yours sincerely, ( Victim of Mr. Cooper )
|
07/16/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
Servicemember |
STOP AUCTION SALE OF OUR HOME Please note, I am in an active loan modification process, please do not move my property to auction sale on XX/XX/XXXX in violation of the Home owners Bill of Rights of California. Packet is in process and will be submitted. Hello XXXX Management, the entire Advocacy Team for my modification efforts, et al, RE : XXXX Webfile Transcript of Modification Efforts and Investor Rejections : Nationstar Loan Number : XXXX, XXXX XXXX XXXX Home Loan Number : XXXX and XXXX ID # XXXX -- -COPY ALSO ATTACHED I have attached a partial transcript that identifies communication with the servicer in the past-this is a partial and not full transcript, as the full transcript is more than 100 pages longthe partial transcript is intended to isolate some of the instances of the investors rejection of viable modification option in the past. Please note the particular case where the servicer had approved a modification, I accepted it, and then the investor, XXXX XXXX, master serviced by XXXX XXXX, rejected a plausible affordable payment solution. I have multiple situations where the servicer had felt a modification was doable, and then the investor, XXXX XXXX, master serviced by XXXX XXXX, rejected it. Please note in the transcript where I have isolated only a few instances of my efforts to date regarding attempts for modification and at the end of each process, the investor, XXXXI XXXX, master serviced by XXXX XXXX, rejected the proposal for modification. I have attached, a copy, of the entire transcript that shows all my interactions with the servicer and their reporting back to my XXXX web file the repeated decisions, which have been rejections by the investor, XXXX XXXX, master serviced by XXXX XXXX My full XXXX transcript of communication with the servicer is over 100 pages long which I have saved and preserved for future use if needed. The following transcript is a streamlined version of communication to give you an idea of the struggles of attrition during the entire life of this modification process. Please make note wherever the name servicer is mentioned in a row, on the transcript, and the response by the servicer. Please review the attached full transcript as needed to present an even clearer picture of the content of each modification rejection by the investor, XXXX XXXX, master serviced by XXXX XXXX. Please note, on particular case, in the row dated XX/XX/XXXX, after the servicer had extended a modification solution with an affordable payment, after I accepted the solution, the investor XXXX XXXX, master serviced by XXXX XXXX, again, rejected it, even after the servicer had extended terms. Note in particularly, that the servicer states in the transcript communication on line item dated XX/XX/XXXX, that the investor has the final say in all matters regarding the extension of any affordable modification solution. It was amazing that the servicer, at the time, approved a modification, posted it on my XXXX web file to accept, and not even minutes later, the investor denied the plausible modification solution, which caused the servicer to state in the end, that the decision is at the sole discretion of the investoreven the servicer was surprised and baffled by the investors rejection of a reasonable affordable payment solution. Therefore, in the end this is why, although we will remain optimistic that a solution with an affordable payment can be extended, however, the past history by this investor, XXXX XXXX, master serviced by XXXX XXXX, does not suggest a favorable outcome resulting in an affordable payment solution although I qualify when you look at the calculated housing, back, and front end ratios which were calculated by a reputable housing agency. In the end, we hope this will not be another act of futility by the servicer with no actual decision making powers, who have been willing to extend a reasonable affordable payment solution. But the servicer has had their willingness to extend an affordable solution, rejected by the servicer they work for : XXXX XXXX, master serviced by XXXX XXXX. This is why I am requesting that my advocacy team make an aggressive effort to contact the investor XXXX Securitizations, master serviced by XXXX XXXX ; they are the ones who have rejected every offer, not the servicer. One of the servicers representatives even demonstrated their frustration that their attempts to extend an affordable payment solution were rebuffed by the investor. Because of their frustration, the servicer identified the following person, XXXX XXXX, as the liaison to the investor team, please contact him, or the other staff members listed below, at the following contact info to determine why they continue to deny and reject reasonable affordable payment modification offers and other programs that would assist us to stay in our home with reasonable solutions to include : all Principal Reduction Programs, options through theHAMP, Hardest Hit Funds, Transcript of Modification Efforts and Investor Rejections XXXX ID XXXX Page 2 of 11 Keep Your Home CA, and other proprietary solutions, etc. All of the aforementioned programs that could have been applied to my situation for an affordable mortgage payment, that we qualified forhave all been denied, and not accepted, but rejected by the investor XXXX XXXX, master serviced by XXXX XXXX ( Please see the indented, highlighted paragraph below, the entire content between the hash lines was sent back to me from XXXX XXXX email addresses automatic reply system. Please use it to contact XXXX XXXX and the other investor staff, listed in his email, who are believed to be front line personnel for the investor XXXX Securitizations, master serviced by XXXX XXXX ) : -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- XXXX XXXX -- XXXX or contact members of his office staff : contact XXXX XXXX at XXXX ( or ) XXXX XXXX at XXXX I will be out of the office Tuesday XXXX. I will have no office contact while out and will respond when I return Wednesday XXXX. BID INSTRUCTIONS FOR LOANS IN XXXX SECURITIES : Uninsured loans : Total debt is approved PMI insured loans : Bid per PMI insurer requirements, total debt if they fail to set a bid. You may contact XXXX XXXX at XXXX or XXXX XXXX at XXXX if your issue requires immediate attention. Otherwise, please contact me ( XXXX XXXX ) when I return. Thank you. Also try, XXXX Communications -- XXXX XXXX -- XXXX -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- Again, a third party financial firm believed that our front end, back end, and overall housing ratios, are sufficient to sustain an affordable payment. The lack of payments over the past few years was not our intent nor purpose. We sincerely thought we would have had a modification with an affordable payment within 30 days of visiting XXXX, for modification assistance, the first time we sought them for help with our mortgage. The multiple rejections by the investor team are the reason this modification process is still being pursued, is ongoing, and has become a drudgery. The investors rationale that we received a modification in the past has been obviously demonstrated as no more than a repayment plan that increased our mortgage amount and placed us in a worsened hardship position, that modification repayment plan did not produce an affordable payment! I will provide all of these instances ( of investor rejections ) in my full XXXX transcript via email for my entire advocacy team to review. Please see partial transcript attached below regarding some of the relevant communication from the investor XXXX XXXX, master serviced by XXXX XXXX as communicated via the servicer -- the powerless fronts for the investor. Please, any member of my advocacy team, you may use this letter as my authorization for you to contact the aforementioned possible front persons with the investor team : XXXX XXXX, master serviced by XXXX XXXX to continue your advocacy for a reasonable solution for an affordable payment modification once and for all. This has taken a tremendous mental toll on my family. Please help! Respectfully Submitted under the penalties of perjury, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX CA XXXX ( XXXX ) XXXX Last four SS # XXXX XXXX ID # XXXX, Nationstar Mortgage # XXXX, and XXXX XXXX XXXX Loan Number # XXXX -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - The California Homeowner Bill of Rights will ensure that many of the core provisions in the National Mortgage Settlement are extended to home loans that are not currently covered. ( CA Senate Bill 900 ) -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- cc : Chairman House Financial Service Committee ; XXXX XXXX, XXXX ; Atty General, XXXX XXXX XXXX, State of California National Bank Settlement XXXX and XXXX ; XXXX XXXX, XXXX Law Firm ; XXXX XXXX XXXX ; XXXX XXXX XXXX ; Congressman XXXX XXXX ; XXXX XXXX, California Corporations Commissioner Department of Corporations ; Customer Assistance Group, Office of the Comptroller of the Currency-Case # XXXX ; Mr. XXXX XXXX XXXX, Office of Thrift Supervision, XXXX XXXX, Action XXXX XXXX XXXX, Office of the Comptroller of the Currency-Case # XXXX and XXXX and XXXX, XXXX XXXX XXXX, XXXX and XXXX, California Monitoring Office, Consumer Protection Clinic, of the University of XXXX XXXX XXXX XXXX XXXX California XXXX, A Program of the Attorney General. Mr. XXXX XXXX XXXX XXXX Office of Mortgage Settlement Oversight, California Monitoring Office , Consumer Protection Clinic, of the University of XXXX XXXX XXXX XXXX XXXX California Monitor, A Program of the Attorney General, Staff Attorney XXXX XXXX , XXXX XXXX XXXX XXXX XXXX.
|
07/16/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
Servicemember |
Please note, I am in an active loan modification process, please do not move my property to auction sale on XX/XX/XXXX in violation of the Home owners Bill of Rights of California. Packet is in process and will be submitted.
Hello XXXX XXXX, the entire Advocacy Team for my modification efforts, et al, RE : XXXX XXXX Transcript of Modification Efforts and Investor Rejections : Nationstar Loan Number : XXXX, XXXX XXXX XXXX Home Loan Number : XXXX and XXXX ID # XXXX -- -COPY ALSO ATTACHED I have attached a partial transcript that identifies communication with the servicer in the past-this is a partial and not full transcript, as the full transcript is more than 100 pages longthe partial transcript is intended to isolate some of the instances of the investors rejection of viable modification option in the past. Please note the particular case where the servicer had approved a modification, I accepted it, and then the investor, XXXX XXXX, master serviced by XXXX XXXX, rejected a plausible affordable payment solution.
I have multiple situations where the servicer had felt a modification was doable, and then the investor, XXXX XXXX, master serviced by XXXX XXXX, rejected it. Please note in the transcript where I have isolated only a few instances of my efforts to date regarding attempts for modification and at the end of each process, the investor, XXXX XXXX, master serviced by XXXX XXXX, rejected the proposal for modification. I have attached, a copy, of the entire transcript that shows all my interactions with the servicer and their reporting back to my XXXX web file the repeated decisions, which have been rejections by the investor, XXXX XXXX, master serviced by XXXX XXXX.
My full XXXX transcript of communication with the servicer is over 100 pages long which I have saved and preserved for future use if needed. The following transcript is a streamlined version of communication to give you an idea of the struggles of attrition during the entire life of this modification process. Please make note wherever the name servicer is mentioned in a row, on the transcript, and the response by the servicer. Please review the attached full transcript as needed to present an even clearer picture of the content of each modification rejection by the investor, XXXX XXXX, master serviced by XXXX XXXX. Please note, on particular case, in the row dated XX/XX/XXXX, after the servicer had extended a modification solution with an affordable payment, after I accepted the solution, the investor XXXX XXXX, master serviced by XXXX XXXX, again, rejected it, even after the servicer had extended terms. Note in particularly, that the servicer states in the transcript communication on line item dated XX/XX/XXXX, that the investor has the final say in all matters regarding the extension of any affordable modification solution.
It was amazing that the servicer, at the time, approved a modification, posted it on my XXXX web file to accept, and not even minutes later, the investor denied the plausible modification solution, which caused the servicer to state in the end, that the decision is at the sole discretion of the investoreven the servicer was surprised and baffled by the investors rejection of a reasonable affordable payment solution. Therefore, in the end this is why, although we will remain optimistic that a solution with an affordable payment can be extended, however, the past history by this investor, XXXX XXXX, master serviced by XXXX XXXX, does not suggest a favorable outcome resulting in an affordable payment solution although I qualify when you look at the calculated housing, back, and front end ratios which were calculated by a reputable housing agency. In the end, we hope this will not be another act of futility by the servicer with no actual decision making powers, who have been willing to extend a reasonable affordable payment solution. But the servicer has had their willingness to extend an affordable solution, rejected by the servicer they work for : XXXX XXXX, master serviced by XXXX XXXX.
This is why I am requesting that my advocacy team make an aggressive effort to contact the investor XXXX XXXX, master serviced by XXXX XXXX ; they are the ones who have rejected every offer, not the servicer. One of the servicers representatives even demonstrated their frustration that their attempts to extend an affordable payment solution were rebuffed by the investor. Because of their frustration, the servicer identified the following person, XXXX XXXX, as the liaison to the investor team, please contact him, or the other staff members listed below, at the following contact info to determine why they continue to deny and reject reasonable affordable payment modification offers and other programs that would assist us to stay in our home with reasonable solutions to include : all Principal Reduction Programs, options through theHAMP, Hardest Hit Funds, Transcript of Modification Efforts and Investor Rejections XXXX ID XXXX Page 2 of 11 Keep Your Home CA, and other proprietary solutions, etc. All of the aforementioned programs that could have been applied to my situation for an affordable mortgage payment, that we qualified forhave all been denied, and not accepted, but rejected by the investor XXXX XXXX, master serviced by XXXX XXXX ( Please see the indented, highlighted paragraph below, the entire content between the hash lines was sent back to me from XXXX XXXX email addresses automatic reply system. Please use it to contact XXXX XXXX and the other investor staff, listed in his email, who are believed to be front line personnel for the investor XXXX XXXX, master serviced by XXXX XXXX ) : -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- XXXX XXXX -- XXXX or contact members of his office staff : contact XXXX XXXX at XXXX ( or ) XXXX XXXX at XXXX I will be out of the office Tuesday XXXX. I will have no office contact while out and will respond when I return Wednesday XXXX. BID INSTRUCTIONS FOR LOANS IN XXXX XXXX : Uninsured loans : Total debt is approved PMI insured loans : Bid per PMI insurer requirements, total debt if they fail to set a bid.
You may contact XXXX XXXX at XXXX or XXXX XXXX at XXXX if your issue requires immediate attention. Otherwise, please contact me ( XXXX XXXX ) when I return. Thank you. Also try, XXXX XXXX -- XXXX XXXX -- XXXX -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- Again, a third party financial firm believed that our front end, back end, and overall housing ratios, are sufficient to sustain an affordable payment. The lack of payments over the past few years was not our intent nor purpose. We sincerely thought we would have had a modification with an affordable payment within 30 days of visiting XXXX, for modification assistance, the first time we sought them for help with our mortgage. The multiple rejections by the investor team are the reason this modification process is still being pursued, is ongoing, and has become a drudgery.
The investors rationale that we received a modification in the past has been obviously demonstrated as no more than a repayment plan that increased our mortgage amount and placed us in a worsened hardship position, that modification repayment plan did not produce an affordable payment! I will provide all of these instances ( of investor rejections ) in my full XXXX transcript via email for my entire advocacy team to review. Please see partial transcript attached below regarding some of the relevant communication from the investor XXXX XXXX, master serviced by XXXX XXXX as communicated via the servicer -- the powerless fronts for the investor.
Please, any member of my advocacy team, you may use this letter as my authorization for you to contact the aforementioned possible front persons with the investor team : XXXX XXXX, master serviced by XXXX XXXX to continue your advocacy for a reasonable solution for an affordable payment modification once and for all. This has taken a tremendous mental toll on my family. Please help! Respectfully Submitted under the penalties of perjury, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX CA XXXX ( XXXX ) XXXX Last four SS # XXXX XXXX ID # XXXX, Nationstar Mortgage # XXXX, and XXXX XXXX XXXX Loan Number # XXXX -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - The California Homeowner Bill of Rights will ensure that many of the core provisions in the National Mortgage Settlement are extended to home loans that are not currently covered. ( CA Senate Bill 900 ) -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- cc : Chairman House Financial Service Committee ; XXXX XXXX, XXXX ; Atty General, XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX and XXXX ; XXXX XXXX, XXXX Law Firm ; Senator XXXX XXXX ; XXXX XXXX XXXX ; Congressman XXXX XXXX ; XXXX XXXX, California Corporations Commissioner Department of Corporations ; Customer Assistance Group, Office of the Comptroller of the Currency-Case # XXXX ; Mr. XXXX XXXX XXXX, Office of Thrift Supervision, XXXX XXXX, XXXX XXXX XXXX XXXX, Office of the Comptroller of the Currency-Case # XXXX and XXXX and XXXX, XXXX XXXX XXXX, XXXX and XXXX, California Monitoring Office, Consumer Protection Clinic, of the University of California XXXX XXXX XXXX XXXX California Monitor, A Program of the Attorney General. Mr. XXXX XXXX XXXX XXXX XXXX of Mortgage Settlement Oversight, California Monitoring Office , Consumer Protection Clinic, of the University of California XXXX XXXX XXXX XXXX California Monitor, A Program of the Attorney General, Staff Attorney XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX.
|
03/10/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Older American, Servicemember |
My complaint is that my loan balance has been increased and thereby the amount of interest I have paid has been increased due to Mr. Cooper improper accounting practices.
Mr. Cooper has arbitrarily reversed principal payments and misapplied my monthly payments for no apparent reason preventing a reduction in the balance of my loan causing interest to accrue on an invalid balance, thereby charging me interest they are not entitled to. In addition, Mr. Cooper charged unwarranted late fees, I have never been late on a payment, which also falsely increasing my balance and charging additional interest. When they reversed some of the late fees and some of the principal payments, they did not reverse the interest charged for the amount the fee increased my loan balance.
Mr. Copper also did not credit my loan for the interest that was charged for the reversed principal payments when they reapplied the payments. In addition, Mr. Cooper did not reverse all late fees charged. The late fees amounting to {$130.00} has been added to my loan balance and is accruing interest. The amount of interest Mr. Cooper charged on the reversed, arbitrarily misapplied principal payments and late fees is unknown.
My records show I have paid additional principal payments of {$5600.00} towards the principle of my loan balance since XX/XX/XXXX. However, Mr. Cooper has not credited me for that amount and refuses to provide me with an accurate accounting of my account and show me that I was not charged interest on erroneous balances.
I called the Mr. Cooper in XX/XX/XXXX. The rep I spoke with told me that there was some sort of computer glitch that caused a late payment and they would reverse it. She assured me that it was not reported to the credit bureaus and that fees would be reversed, I would not be charged interest on the late fees and that my principle would be corrected to reflect my correct additional payments.
I never received any proof that I was not charged interest on either the late fees or the portion of the reduction in the loan balance that would have been caused by the principal payments. Nor have I received proof that I was not erroneously reported to the credit bureaus.
After talking to ten different employees, some more than once, over several months I still have no resolution. As a matter of fact, it has just gotten worse.
I have requested a complete accounting of all monies paid to Mr. Cooper, how it was applied and a breakdown of interest paid on the unpaid balance since XX/XX/XXXX to no avail. Mr. Cooper has provided various accountings, none of them have the same dates for the transactions, and there has been no breakdown of the interest I have been charged for balances caused by Mr. Coopers accounting mistakes. Instead, Mr. Cooper has charged late fees, reversed them, then recharged them and changed my principle to the point, I am not sure they know what the accurate balance or what balances I have paid interest on.
I am sure I have been paying interest on a balance that does not reflect the reduction in principle my payments would have made if applied correctly.
While attempting to resolve the issue Mr. Cooper has misapplied my principal payments several times, reversed out a principal payment of {$1700.00} on XX/XX/XXXX without ever crediting it back to me, have inappropriately charged me late fees when I have not been late and have not reversed them out twice. In addition, according to their records I have a {$500.00} in unapplied fund that was also reversed and been charged interest on the inappropriate late fees and the misapplied principal payments for months.
Starting with our XXXX statement billing : Our XX/XX/XXXX statement : XX/XX/XXXX we made a Principal payment of {$1900.00} Our XX/XX/XXXX Statement : XX/XX/XXXX Reverse Principal payment of {$1900.00} for no apparent reason Our XX/XX/XXXX Statement : XX/XX/XXXX Principal payment of {$450.00} XX/XX/XXXX Payment reversal of {$1600.00} for no apparent reason XX/XX/XXXX statement : XX/XX/XXXX Late charged assessed We have never been late on a payment XX/XX/XXXX Statement : XX/XX/XXXX Adjusted fees ( late fee ) {$65.00} XX/XX/XXXX Late Charge Assessed {$65.00} ( Please note we have never been late and the next payment on this statement is XX/XX/XXXX, How can there be a late fee? ) XX/XX/XXXX Late Charge Assessed {$65.00} ( Again, please note we have never been late and the next payment on this statement is XX/XX/XXXX, How can there be a late fee? ) When I began asking about the accounting, Mr. Cooper commenced sending me documents. I am attaching some of them. There are too many, most of which are quite confusing to put here. Please let me know if you would like them and I will send them as well.
I am including the ones that I can best explain here.
Supporting Document, one provided by Mr. Cooper shows that they charged us late fees nine times and only credited us seven times thereby increasing our balance, and erroneously increasing the interest we paid for an untold amount of time.
Page 1 : Twice on XX/XX/XXXX we were charged Fees of {$65.00} for total of {$130.00} ( two different transactions ) Then twice on XX/XX/XXXX Mr. Cooper did a fee payment reversal of {$65.00} for a total of {$130.00} ( two different transactions ) Page 2 Then again twice on XX/XX/XXXX Mr. Cooper charged us fees of {$65.00} for a total of {$130.00} ( two different transactions ) Then again twice on XX/XX/XXXX Mr. Cooper did a fee payment reversal of {$65.00} for a total of {$130.00} ( two different transactions ) Then again twice on XX/XX/XXXX Mr. Cooper charged us fees of {$65.00} for a total of {$130.00} ( two different transactions ) Then again twice on XX/XX/XXXX Mr. Cooper did a fee payment reversal of {$65.00} for a total of {$130.00} ( two different transactions ) Page 3 Then again twice on XX/XX/XXXX Mr. Cooper charged us fees of {$65.00} for a total of {$130.00} ( two different transactions ) However, this transaction was never credited back to us.
Then on XX/XX/XXXX we were charged Fees of {$65.00} Then on XX/XX/XXXX Mr. Cooper did a fee payment reversal of {$65.00} Supporting XXXX XXXX is a complete enigma to me. It does not reflect the figures that I have on my statements. I would attempt to explain the transactions, however, the accounting is so convoluted, I do not know how.
Page 1 : XX/XX/XXXX Mr. Cooper reversed a principal payment of {$1700.00} with no explanation with no documentation as to when it would be credited back to our loan. As far as I can tell the principal payment of {$1700.00} has never been credited to my loan balance.
XX/XX/XXXX there are an additional forty transactions of credits and debits all on the same day.
Page 2 : XX/XX/XXXX XXXX transactions on the same day for fees ( late fees ), monthly payments, escrow, principal payments and then reversal of a principal payment, an escrow deposits, and principle.
XX/XX/XXXX Eight transactions of monthly payments, escrow deposit and principal payments and reversals of monthly payments, escrow deposits and principal payments.
XX/XX/XXXX Twelve transactions on the same day for the same types of transactions payments and reversals.
XX/XX/XXXX Thirteen transactions all on the same day for monthly payments, escrow deposit and principal payments and reversals of monthly payments, escrow deposits and principal payments.
XX/XX/XXXX One transaction for a payment reversal.
Page 3 : XX/XX/XXXX Thirteen transactions for monthly payments, escrow deposit and principal payments and reversals of monthly payments, escrow deposits and principal payments.
XX/XX/XXXX Four transactions for additional principle, additional principal reversal, monthly payment and monthly payment reversal.
XX/XX/XXXX Two transactions for additional principle and monthly payment.
XX/XX/XXXX Two transactions for additional principle and monthly payment.
XX/XX/XXXX One transaction monthly payment.
XX/XX/XXXX Two transactions for monthly payment and additional principle.
XX/XX/XXXX Two transactions for monthly payment and additional principle.
XX/XX/XXXX XXXX transaction for monthly payment.
My XX/XX/XXXX Statement please note Mr. Cooper reversed my principal payment of {$1900.00} My XX/XX/XXXX statement please note Mr. Cooper reversed two principal payments one for {$1000.00} and one for {$2600.00} My XX/XX/XXXX statement please note Mr. Cooper charged a late fee deducted a late fee from my payment and reversed a late fee, even though I have never been late, and credited then reversed principal payments and loan payments.
My XX/XX/XXXX statement please note Mr. Cooper charged me a late fee XXXX times even though I have never been late on a payment. On this statement it states that my next payment is due XX/XX/XXXX. So how could I be late?
Please note that on my XX/XX/XXXX statement Supporting Document 3, my next payment is due XXXX, XXXX, yet I was charged a late fee for XX/XX/XXXX and credited for a late fee on XX/XX/XXXX.
In all the documents Mr. Cooper has sent me or posted online there has been no clear or accurate accounting of the balances I was being charged interest on. My contention Mr. Cooper has used overwhelming documentation to charge me more interest than they are legally entitled to.
Mr. Cooper has not been helpful resolving this issue. Each time I call they are more concerned about whether I have been financially impacted by Covid-19 than they are about my misapplied funds.
I need your help to get to the bottom of this accounting nightmare! It appears that they are making every effort to prevent me from paying down the principle on the loan by misapplying my payments on the principle on my loan.
Also Mr. Cooper has not made it clear what impact the reversal of payments and the reinstatement of payments has made on the daily balance and therefore the interest we are being charged.
I have included documentation of some of the documents that.
Thank you for your time and assistance on this. I really do appreciate it!
|
12/03/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit repair services
|
- Problem with customer service
|
|
Web |
|
10th Request : You all have repeatedly ignored my questions, taken 2 months to respond to multiple requests, and ignored new information I presented. I have closed my account with Mr. Cooper. And I saw a class action lawsuit by other customers for similar issues I have reported to you all 10 times through these past months. Nationstar Mortgage/ Mr. Cooper does not really care about customers and you can tell by the tone of your lawyer responses instead of customer service responses. Instead of nipping things in the bud with customers, you all prefer to fight it out in court and online with customers. No wonder the class action lawsuit others agree with me on regarding you all 's manipulative and poor service.
You acknowledge your SPOC did not call me back attentively to help avoid this payment issue contrary to what you and others have stated previously without evidence. You acknowledged she also did not leave a voicemail like a responsible agent would do. So the previous replies to my complaints were lies, which is why we are now on a XXXX request. Now what are you all doing to make up for this customer service issue other than refusing to help a clients record which financial institutions can do, especially if it was a result in part to your financial institutions negligence, poor customer service and communication? 8th Request I have five questions I look forward to hearing answers to. 1 ) Why were outbound attempts not approved till XX/XX/XXXX when I called my SPOC several times with questions in XXXX of XXXX? 2 ) Why would you give an SPOCs contact information in letters to customers including the winter of last year to reach out to them with several voicemails and they never answer the phone for incoming calls? 3 ) But then say that they also cant make outgoing calls? You ignored my question that I asked before. 4 ) Repeating again, if XXXX called me on XX/XX/XXXX did she leave a voicemail? 5 ) Where is your proof? I have no record of a missed call or a voicemail from XXXX. I did not receive calls for help before XXXX XXXX. Please remove the XXXX now that you just made that up as an excuse a month or so ago way after you all gave so many other poor excuses. Also please go back to my previous questions below, copy and paste the questions with your direct answers next to them to keep things organized. 5th request 1 ) The company doing the same problems that led up to this mess. They are not listening and sent repeated information ( dated XX/XX/XXXX from the 4th request and XX/XX/XXXX from around the first request ) despite me giving them a rebuttal that their response to the 4th and 1st request was irrelevant. Instead of trying to listen, empathize and problem-solve for customers during these pandemic times. You said XXXX tried to call me on XX/XX/XXXX and it went to voicemail. Did she leave a voicemail? Do you have proof? I have no evidence or call history that she called me nor left a voicemail. Your company has lied and manipulated many times. How do we know this is not another attempt? 2 ) And a do not call is another poor excuse instead of problem solving. That was in relation to marketing and I still have gotten calls after that request regardless. After 5 attempts you are now just bringing up a do not call block on the account in XXXX, but I have received calls from your new associate since then who can not do anything buy relay information that you all have decided. Not give you information and feedback to improve or resolve. You said the online figure is due to late fees then admitted that were no late fees. So why total due discrepancy between online and statements? Why was the online inaccurate and caused me to pay more than I needed to despite several calls to clear things up with your customer service? 4th request : 1 ) You all repeatedly wanted me to reach out to my SPOC but they did not respond. And then when I ask repeatedly for them to reach out to me, and you all say they will, they don't and a new excuse after the fact is made they can't make outbound calls and pandemic business. But I've received outbound calls from an SPOC in the past. And it doens't make sense if I reach out to her and leave a voicemail. How will she return the customers call for excellent customer service if they can't make outbound calls? In addition, I wasn't getting called back about my concerns before the pandemic businesss. 1.5 ) You want me to communicate with you directly but when i did to Mr. Cooper, it took several months to get a proper response. And your SPOC has still not contacted me. We've spent all this time and resources hammering out this dispute when it could have been just resolved by removing the reported issue as for the poor service. Now I have to document complaints to regulatory authorities and other consumers to see how Mr. Cooper rejects and treats the loyal customers. You said my new Single Point of Contact ( SPOC ) was contacted by you all on XX/XX/XXXX to respond to me since XX/XX/XXXX. I have still not heard anything from her. She is doing the same problem as the last representative poor responsiveness and care for your customers to educate and assist them. You said you did not receive a payment from XXXX to XXXX. But you did not mention the poor communication from your phone agent that miscommunicated I didn't have to make a payment while on forbearance basically without repercussions. And while you did not receive a payment from XXXX to XXXX no notification was sent regarding hurting my credit or even a return call from the original SPOC when I reached out to her for guidance and assistance in XX/XX/XXXX and many attempts after in XXXX. The forbearance plan was terminated early due to the poor guidance and assistance of your customer service reps. And I did not receive the appeal letter in due time to stop the forbearance from cancelling.They gave poor information and no response when reached out to. My credit report still shows more than one payment behind as reported. And the one for XXXX should be removed as goodwill and good faith since all payments were paid in full after the miscommunication by reps were realized. And you did not address my previous complaints which include the following : I want my payment lowered due to the misleading and faulty escrow analysis that was dated XX/XX/XXXX and told me I needed to pay by the same day XX/XX/XXXX to avoid escrow shortage and payment increase. You can not legitimately snail mail a letter dated the same day for payment the same day and the receiving party receives the letter a weeks or months after the same day payment request. It is also unrealistic it was actually mailed XX/XX/XXXX anyway to be receiving it in XXXX, USPS fault or not, this should have properly and professionally analyzed, assessed and mailed or contacted the customer expediently. The date mailing almost constitutes fraud. I requested several days ago to Nationstar research department to have her contact me and she never has. It seems it is not a representative issue, but a company issue. Similar to the previous poor communication about my credit and the poor customer service in refusing to remove my XXXX late payment for good customer service and all the problems the company has admitted along the way. I've already paid the payments in full and despite the company saying they can not remove the credit remark, it is well known that companies can out of compromise, care, and good faith for customers that they can remove it. Especially when said late payments were taken care of and paid in full. Nationstar has little to gain by leaving the credit remark, when payments were paid in full, but still want to keep the mark there out of spite or just poor customer service empathy and doing whats right for customers in these pandemic times. Remove credit disparagement for XXXX as for misunderstanding, poor service Or at least document communication misunderstanding within credit report and mention customer has never had a payment issue like this before this miscommunication issue 2 ) You all should have the name, date and time of call. You all should have the technology, compliance, management and oversight to have this followed-up upon. In fact, I was told by others that they already found the call and reviewed it. Why am I hearing 2 different stories from Mr. Cooper all of a sudden? 3 ) You said the online payment due included late fees but then said there were no late fees. Huh? So miscommunication again on you all 's side resulted in paying an over-payment that was not needed. This explanation you give now, why was it not provided BEFORE I made the unnecessary payment? 3.5 ) Also, your website and employees have communicated incorrectly and improperly repeatedly causing miscommunication with this whole payment fiasco. For example, you website said I needed to pay {$1200.00} due to be current. Despite the last statement saying only {$980.00}. 4 ) The escrow analysis was faulty. That's why y'all had to send an updated escrow analysis with the due amount changed. And your system should have been customer focused and gave the option or already knew to apply that escrow amount to the escrow bill, not mortgage payment. 5 ) Out of so much poor communication with your reps and callousness for how you treat customers despite y 'all 's errors, long hold phone times, unresponsive loan specialists, and website technical difficulties, I repaid the higher balance to be safe than sorry. Low and behold, I did not need to pay what your site said I should pay and the extra {$300.00} turned into additional principal. You all wasted {$300.00} of mine I could of used during these pandemic stay at home times to take care of my family and other more pertinent needs during this crisis. I felt I had no choice out of fear/concern to pay the incorrect higher amount due to the level of callous treatment and mistrust gained from " Mr.Cooper, the customer service friendly company '' during these pressing times
|
06/11/2018 |
Yes |
- Mortgage
- Reverse mortgage
|
- Trouble during payment process
|
|
Web |
Older American |
XXXX XXXX Fails to Honor XXXX XXXX XXXX XXXX Reverse Mortgage w/Repayment Plan : Failure to Honor Repayment Plan places XXXX XXXX in Default : foreclosure pending 1. XXXX has defaulted in servicing my Reverse Mortgage plus FHA/HUD repayment plan established XX/XX/XXXX..XXXX XXXX has defaulted by not servicing my loan properly and denying the Repayment Plan. XXXX says I have defaulted by not having flood insurance ( lie, XXXX charged {$1700.00} when I already have Flood Insurance with Hurricane Irma insurance estimated being processed in the XXXX Lost Draft Dept. See PDF of letter with XXXX XXXX, XXXX specialist erroneous allegations.
2. XX/XX/XXXX XXXX XXXX aka Nationstar aka Mr. Cooper purchased my Reverse Mortgage from XXXX XXXX. On XX/XX/XXXX I set up FHA/HUD Repayment Plan 3. Note : Repayment Plan Required because XXXX XXXX got " kickbacks '' from forced insurance placed at {$10000.00} year in XX/XX/XXXX, XX/XX/XXXX. See XXXX Class action Lawsuit. Only got {$2000.00} leaving balance of {$18.00} 4. Remaining balance required a Repayment Plan for {$18000.00} which was set up on XX/XX/XXXX. and which I was paying regularly until XXXX XXXX took over my Reverse Mortgage Loan and refused to honor the Repayment Loan.
5. I called them In XX/XX/XXXX and asked them why the $ amount was not being taken from the auto-debit. XXXX employee did not seem to know anything about it. In another Call the XXXX employee deceived me and told me I had to fill a new Repayment Loan. I did so completing all data, providing XXXX with auto-debit account and a void check.
6. I call each month and asked about it and was dealing with the XXXX XXXX Lost Draft Department submitting my flood and homeowners estimates due to damages to property from Hurricane Irma on XX/XX/XXXX.
7. Note : XXXX has chaotic communication culture. Employees do not identify themselves nor provide their numerical ID. There is no transparency or accountability. There are conflicting instructions. XXXX insists on using only " regular mail. '' Insurance checks are lost in mail. One for {$11000.00} still missing. Then I get a letter from someone who has a name : XXXX XXXX, and " wow '' it sent " certified mail. '' " Oh, no, '' it is a " Mortgage Due and Payable Notification.
7. I call XXXX XXXX, speak to him about the Repayment Plan which XXXX has never honored. While on the phone he locates the new application, XXXX required, and he says he will investigate it. What I get from XXXX XXXX is a letter saying that " I am in default because XXXX had to place insurance on my property. I write XXXX XXXX explaining they are in error.
8.Instead of responding to my letter, a XXXX XXXX answers his letter and states, XXXX intended to honor the Repayment Plan, but since I defaulted by not providing Insurance on the property, they will not honor the agreement. I am in default and going into " foreclosure mode. '' I write XXXX XXXX XXXX Specialist, but he does not reply.
9. Instead, XXXX XXXX XXXX. XXXX specialist responds, stating XXXX XXXX is in error, ( since I have told XXXX XXXX I do have insurance ; told XXXX XXXX the same but still they make this big mistake.
XXXX XXXX writes telling me " XXXX will not honor the Repayment Agreement because ( and this is nine months since they took over my account ) I did not provide a " void check '' therefore I am in default and continue in foreclosure mode.
10. I have responded to XXXX XXXX, XXXX specialist and am including a copy of the letter I have sent him.
11. Along with XXXX XXXX response to my letter to XXXX XXXX XXXX was a three-pound package XXXX, with " the mortgage agreement between XXXX & XXXX, A statement from XXXX stating XXXX would honor all existing Repayment Loans, the Plan signed by me on XX/XX/XXXX. This stuff should have been provided within 30 days after they took over my loan. Not nine months later. I was very happy to get them since the flood caused damage to my office area and I did not have these forms.
11. Please, let me know what I can do. XXXX has a chaotic communication culture ; no transparency or accountability ( employees call and do not leave reason for call nor their name, and only the general XXXX XXXX phone number. When I try to call back I can not get any help. Either with the pending damage to the house or with this " pass the buck, and have a different person respond to my letters. '' I believe this culture is by design to attempt to confuse and discourage customers. XXXX should have honored the Repayment Plan, now down to {$14000.00} plus. Instead, they makeup excuses for not honoring the plan so they can say I am in default and they can foreclose on me. I believe XXXX XXXX is a predator lender, and its intent and action is to foreclose. XXXX is not " servicing my loan according to basic financial business practice.
XXXX XXXX always signed their correspondence, and as a customer I had one person that called me each month as I would pay the plan via auto debit 3-4 months scheduled at a time.
Attached is PDF for XXXX XXXX letter, the XX/XX/XXXX plan with correct number ; and other data. Please contact me at XXXX and email : XXXX. All Loan numbers, etc.
XXXX XXXX XXXX XXXX XXXX XXXX, XXXX, XXXX XXXX XXXX XXXX Fails to XXXX XXXX XXXX XXXX XXXX Reverse Mortgage w/Repayment Plan : Alleges XXXX XXXX in Default : foreclosure pending 1. Unable to use your website complaint format. system did not work XX/XX/XXXX4sp 2. XX/XX/XXXX XXXX XXXX aka Nationstar aka Mr. Cooper purchased my Reverse Mortgage from XXXX XXXX. On XX/XX/XXXX I set up FHA/HUD Repayment Plan 3. Note : Repayment Plan Required because XXXX XXXX got " kickbacks '' from forced insurance placed at {$10000.00} year in XX/XX/XXXX, XX/XX/XXXX. See XXXX Class action Lawsuit. Only got {$2000.00} leaving balance of {$18.00} 4. Remaining balance required a Repayment Plan for {$18000.00} which was set up on XX/XX/XXXX. and which I was paying regularly until XXXX XXXX took over my Reverse Mortgage Loan and refused to honor the Repayment Loan.
5. I called them In XX/XX/XXXX and asked them why the $ amount was not being taken from the auto-debit. XXXX employee did not seem to know anything about it. In another Call the XXXX employee deceived me and told me I had to fill a new Repayment Loan. I did so completing all data, providing XXXX with auto-debit account and a void check.
6. I call each month and asked about it and was dealing with the XXXX XXXX Lost Draft Department submitting my flood and homeowners estimates due to damages to property from Hurricane Irma on XX/XX/XXXX.
7. Note : XXXX has chaotic communication culture. Employees do not identify themselves nor provide their numerical ID. There is no transparency or accountability. There are conflicting instructions. XXXX insists on using only " regular mail. '' Insurance checks are lost in mail. One for {$11000.00} still missing. Then I get a letter from someone who has a name : XXXX XXXX, and " wow '' it sent " certified mail. '' " Oh, no, '' it is a " Mortgage Due and Payable Notification.
8.. I call XXXX XXXX, speak to him about the Repayment Plan which XXXX has never honored. While on the phone he locates the new application, XXXX required, and he says he will investigate it. What I get from XXXX XXXX is a letter saying that " I am in default because XXXX had to place insurance on my property. I write XXXX XXXX explaining they are in error.
9..Instead of responding to my letter, a XXXX XXXX answers his letter and states, XXXX intended to honor the Repayment Plan, but since I defaulted by not providing Insurance on the property, they will not honor the agreement. I am in default and going into " foreclosure mode. '' I write XXXX XXXX XXXX Specialist, but he does not reply.
10. Instead, XXXX XXXX XXXX. XXXX specialist responds, stating XXXX XXXX is in error, ( since I have told XXXX XXXX I do have insurance ; told XXXX XXXX the same but still they make this big mistake.
XXXX XXXX writes telling me " XXXX will not honor the Repayment Agreement because ( and this is nine months since they took over my account ) I did not provide a " void check '' therefore I am in default and continue in foreclosure mode.
11. I have responded to XXXX XXXX, XXXX specialist and am including a copy of the letter I have sent him.
12. Along with XXXX XXXX response to my letter to XXXX XXXX XXXX was a three-pound package XXXX, with " the mortgage agreement between XXXX & XXXX, A statement from XXXX stating XXXX would honor all existing Repayment Loans, the Plan signed by me on XX/XX/XXXX. This stuff should have been provided within 30 days after they took over my loan. Not nine months later. I was very happy to get them since the flood caused damage to my office area and I did not have these forms.
13. Please, let me know what I can do. XXXX has a chaotic communication culture ; no transparency or accountability ( employees call and do not leave reason for call nor their name, and only the general XXXX XXXX phone number. When I try to call back I can not get any help. Either with the pending damage to the house or with this " pass the buck, and have a different person respond to my letters. '' I believe this culture is by design to attempt to confuse and discourage customers. XXXX should have honored the Repayment Plan, now down to {$14000.00} plus. Instead, they makeup excuses for not honoring the plan so they can say I am in default and they can foreclose on me. I believe XXXX XXXX is a predator lender, and its intent and action is to foreclose. XXXX is not " servicing my loan according to basic financial business practice.
XXXX XXXX always signed their correspondence, and as a customer I had one person that called me each month as I would pay the plan via auto debit 3-4 months scheduled at a time.
14. Attached is PDF for XXXX XXXX letter, the XX/XX/XXXX plan with correct number ; and other data. Please contact me at XXXX and email : XXXX. All Loan numbers, etc.
|
06/20/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
|
Hello, we have big problem again, there is a foreclosure sale scheduled for our home on XX/XX/XXXX and we are out of options and we have exhausted ourselves with this horrible company. We have had many attempts to receive an affordable monthly payment but no resolution and no affordable monthly payment offer has been given. We have sent in a request for mortgage assistance form along with bank statements taxes paystubs and other documents necessary for a loan modification review. We recently sent Mr. Cooper all documents but Mr. Cooper ahs the sale still scheduled.
As part of this bailout, on XX/XX/XXXX, the United States Government took over XXXX XXXX and pumped billions, which in XX/XX/XXXX, then Treasury Secretary XXXX XXXX said as much as {$XXXX} XXXX would be pumped into XXXX XXXX and XXXX XXXX, each, which was separate from the {$700.00} in TARP funds given out to other lenders.
1. The guidelines issued by the United States Treasury set forth a detailed process whereby a participating servicer, either action or not acting through its subsidiary, must : a. identify loans that are subject to modification under the HAMP program, both through its own review and in response to requests for modification from individual homeowners ; b. collect financial and other personal information from the homeowners to evaluate whether the homeowner is eligible for a loan modification under HAMP ; c. institute a modified loan with a reduced payment amount as per a mandated formula, that is effective for a three-month trial period for borrowers that are eligible for a modification ; and d. provide a permanently modified loan to those homeowners who comply with the requirements during the trial period. Whether the homeowner qualifies for a modification or not, participating servicers are also required to provide written notices to every mortgage borrower that has been evaluated for a loan modification, whether or not the borrower has been found eligible.
HAMP and its associated directives also set prohibitions against certain conduct including demanding upfront payments in order to be evaluated for a loan modification, instituting or continuing foreclosures while a borrower is being evaluated for a loan modification, assigning a single point of contact, maintaining an adequate level communication with borrowers, maintaining proper caseload to ensure HAMP objections are met, and restrictions on the way a servicer may report the borrower to credit reporting agencies.
All servicers have systematically failed to comply with the terms of the HAMP directives and has regularly and repeatedly violated several of its prohibitions. Now that HAMP is over and expired due to servicers prolonging these modifications they are now proceeding with other alternatives.
Under HAMP, the federal government incentivizes participating servicers to make adjustments to existing mortgage obligations in order to make the monthly payments more affordable. Servicers receive at least {$1000.00} for each HAMP modification. However, this incentive is countered by a number of financial factors that make it more profitable for a mortgage servicer avoid modification and to continue to keep a mortgage in a state of default or distress and to push loans toward foreclosure. This is especially true in cases where the mortgage is owned by a third-party investor and is merely serviced by the servicer. However, this incentive is countered by a number of financial factors that make it more profitable for a mortgage servicer such Mr. Cooper to avoid modification and to continue to keep a mortgage in a state of default or distress and to push loans toward foreclosure. This is especially true in cases where the mortgage is owned by a third-party investor and is merely serviced by Service companies because Service companies do not carry a significant risk of loss in the event of foreclosure.
California Business and Professions Code 17200 et seq., also known as the California Unfair Competition Law ( UCL ), prohibits acts of unfair competition, including any unlawful, unfair, or deceptive business act or practice as well as unfair, deceptive, untrue or misleading advertising. Mr. Cooper and all other previous servicers and their Investors conduct was unlawful in that : They illegally began and prosecuted the non-judicial foreclosure based on the lien to the 1st Deed of Trust, despite i was not in breach of payments on said lien ; They engaged in the uniform practice of requesting unnecessary documentation, seeking repetitive submissions of the same documents, and never rendering a decision, and in doing so, such activity provides the basis for an unfair inquiry and could deceive the public because it places burdensome requirements on me that served no purpose but to provide a basis for either engaging in Dual Tracking by selling my home and by denying loss mitigation options, such as loan modifications ; They failed to properly consider loan modification applications before trying to sell my home.
1. On information and belief, Mr. Cooper does not own a significant majority of the loans on which it functions as servicer.
2. Economic Factors that discourage Mr. Cooper from meeting its obligations under HAMP by facilitating loan modifications include the following : a. Mr. Cooper may be required to repurchase loans from the investor in order to permanently modify the loan. This presents a substantial cost and loss of revenue that can be avoided by keeping the loan in a state of temporary modification or lingering default.
b. The monthly service fee that Mr. Cooper, as the servicer, collects as to each loan it services in a pool of loans, is calculated as a fixed percentage of the unpaid principal balance of the loans in the pool. Consequently, the modifying of a loan to reduce the principal balance results in a lower monthly fee to the servicer.
c. Fees that Mr. Cooper charges borrowers that are in default constitute a significant source of revenue to it. Aside from income Mr. Cooper directly receives, late fees and process management fees are often added to the principal loan amount thereby increasing the unpaid balance in a pool of loans and increasing the amount of the servicers monthly service fee.
d. Entering into a permanent modification will often delay a servicers ability to recover advances it is required to make to investors of the unpaid principal and interest payment of a non-performing loan. The servicers right to recover expenses from an investor in a loan modification, rather than a foreclosure, is often less clear and less generous.
e. Fixed overhead costs involved in successfully performing loan modifications involve up-front costs to the servicer for additional staffing, physical infrastructure, and expenses such as property valuation, credit reports and financing costs.
3. Rather than allocating adequate resources and working diligently to reduce the number of loans in danger of default by establishing permanent modifications, Mr. Cooper has serially strung out, delayed, and otherwise hindered the modification processes that it contractually undertook to facilitate when it accepted billions of dollars from the United States. Mr. Cooper delay and obstruction tactics have taken various forms with the common result that my loan serviced by Mr. Cooper, in which im eligible for permanent loan modifications, and have met the requirements for participation in HAMP, have not received permanent loan modifications to which iam entitled.
4. By failing to comply with the California Homeowner Bill of Rights ; specifically, by engaging in the unlawful practice of Dual Tracking, Mr. Cooper has left me in a state of despair and panic as I seek a loan modification from Mr. Cooper, only to have my home wrongfully, oppressively and illegally sold out from under my feet.
We have been in a fighting battle with our bank/ servicer Mr. Cooper for a very long time I mean very long time. We have been trying for a loan mod. recently its getting worse and worse and the bank keep pressuring and not providing an affordable loan mod. that we can afford which will help us keep the home and not throw us out on the streets. So our servicer now is Mr. Cooper and we have sent them many times a request for mortgage assistance forms packet with all documents. Recently we mailed and faxed in a copy of the request for mortgage assistance and all required documentation to be reviewed for a loan modification. Mr. Cooper keeps prolonging this process. Mr Cooper now are saying that have all documents received for a review but they still have our home under a foreclosure sale and recently they said they put the sale on hold but different representatives keep telling us different information one says ins on hold the other says its still on sale but after reviewing and calling the trustee its still on for sale, seems to me some of the representatives are trying to manipulate and get me false information to think that everything is ok but its not according to the trustee nothing has been stopped or placed on hold.
If Mr. Cooper proceeds to sell my home while having a complete request for loan modification review packet then they will be in violation of multiple laws including but not limited to my California Home Owner Bill of Rights Act Mr. Cooper has still placed my home on a foreclosure sale set for XX/XX/XXXX and has not CANCELLED the foreclosure sales until the review and an affordable loan modification and the process has been approved and agreed upon not some {$4000.00} monthly payment that no one can afford but one that is reasonable and that if helping the borrower not a ridiculous sum that will force us to move out. We sent them all documents and are in review at the moment but why have they not yet removed the foreclosure sale.
Thank you.
|
02/21/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
|
Hello, we have big problem again, there is a foreclosure sale scheduled for our home on XX/XX/XXXX and we are out of options and we have exhausted ourselves with this horrible company. We have had many attempts to receive an affordable monthly payment but no resolution and no affordable monthly payment offer has been given. We have sent in a request for mortgage assistance form along with bank statements taxes paystubs and other documents necessary for a loan modification review. Mr. Cooper has received all the documents but the sale is still scheduled.
As part of this bailout, on XX/XX/XXXX, the United States Government took over XXXX XXXX and pumped billions, which in XX/XX/XXXX, then Treasury Secretary XXXX XXXX said as much as {$200.00} billion would be pumped into XXXX XXXX and XXXX XXXX, each, which was separate from the {$700.00} in TARP funds given out to other lenders.
1. The guidelines issued by the United States Treasury set forth a detailed process whereby a participating servicer, either action or not acting through its subsidiary, must : a. identify loans that are subject to modification under the HAMP program, both through its own review and in response to requests for modification from individual homeowners ; b. collect financial and other personal information from the homeowners to evaluate whether the homeowner is eligible for a loan modification under HAMP ; c. institute a modified loan with a reduced payment amount as per a mandated formula, that is effective for a three-month trial period for borrowers that are eligible for a modification ; and d. provide a permanently modified loan to those homeowners who comply with the requirements during the trial period. Whether the homeowner qualifies for a modification or not, participating servicers are also required to provide written notices to every mortgage borrower that has been evaluated for a loan modification, whether or not the borrower has been found eligible.
HAMP and its associated directives also set prohibitions against certain conduct including demanding upfront payments in order to be evaluated for a loan modification, instituting or continuing foreclosures while a borrower is being evaluated for a loan modification, assigning a single point of contact, maintaining an adequate level communication with borrowers, maintaining proper caseload to ensure HAMP objections are met, and restrictions on the way a servicer may report the borrower to credit reporting agencies.
All servicers have systematically failed to comply with the terms of the HAMP directives and has regularly and repeatedly violated several of its prohibitions. Now that HAMP is over and expired due to servicers prolonging these modifications they are now proceeding with other alternatives.
Under HAMP, the federal government incentivizes participating servicers to make adjustments to existing mortgage obligations in order to make the monthly payments more affordable. Servicers receive at least {$1000.00} for each HAMP modification. However, this incentive is countered by a number of financial factors that make it more profitable for a mortgage servicer avoid modification and to continue to keep a mortgage in a state of default or distress and to push loans toward foreclosure. This is especially true in cases where the mortgage is owned by a third-party investor and is merely serviced by the servicer. However, this incentive is countered by a number of financial factors that make it more profitable for a mortgage servicer such Mr. Cooper to avoid modification and to continue to keep a mortgage in a state of default or distress and to push loans toward foreclosure. This is especially true in cases where the mortgage is owned by a third-party investor and is merely serviced by Service companies because Service companies do not carry a significant risk of loss in the event of foreclosure.
California Business and Professions Code 17200 et seq., also known as the California Unfair Competition Law ( UCL ), prohibits acts of unfair competition, including any unlawful, unfair, or deceptive business act or practice as well as unfair, deceptive, untrue or misleading advertising. Mr. Cooper and all other previous servicers and their Investors conduct was unlawful in that : They illegally began and prosecuted the non-judicial foreclosure based on the lien to the 1st Deed of Trust, despite i was not in breach of payments on said lien ; They engaged in the uniform practice of requesting unnecessary documentation, seeking repetitive submissions of the same documents, and never rendering a decision, and in doing so, such activity provides the basis for an unfair inquiry and could deceive the public because it places burdensome requirements on me that served no purpose but to provide a basis for either engaging in Dual Tracking by selling my home and by denying loss mitigation options, such as loan modifications ; They failed to properly consider loan modification applications before trying to sell my home.
1. On information and belief, Mr. Cooper does not own a significant majority of the loans on which it functions as servicer.
2. Economic Factors that discourage Mr. Cooper from meeting its obligations under HAMP by facilitating loan modifications include the following : a. Mr. Cooper may be required to repurchase loans from the investor in order to permanently modify the loan. This presents a substantial cost and loss of revenue that can be avoided by keeping the loan in a state of temporary modification or lingering default.
b. The monthly service fee that Mr. Cooper, as the servicer, collects as to each loan it services in a pool of loans, is calculated as a fixed percentage of the unpaid principal balance of the loans in the pool. Consequently, the modifying of a loan to reduce the principal balance results in a lower monthly fee to the servicer.
c. Fees that Mr. Cooper charges borrowers that are in default constitute a significant source of revenue to it. Aside from income Mr. Cooper directly receives, late fees and process management fees are often added to the principal loan amount thereby increasing the unpaid balance in a pool of loans and increasing the amount of the servicers monthly service fee.
d. Entering into a permanent modification will often delay a servicers ability to recover advances it is required to make to investors of the unpaid principal and interest payment of a non-performing loan. The servicers right to recover expenses from an investor in a loan modification, rather than a foreclosure, is often less clear and less generous.
e. Fixed overhead costs involved in successfully performing loan modifications involve up-front costs to the servicer for additional staffing, physical infrastructure, and expenses such as property valuation, credit reports and financing costs.
XXXX. Rather than allocating adequate resources and working diligently to reduce the number of loans in danger of default by establishing permanent modifications, Mr. Cooper has serially strung out, delayed, and otherwise hindered the modification processes that it contractually undertook to facilitate when it accepted billions of dollars from the United States. Mr. Cooper delay and obstruction tactics have taken various forms with the common result that my loan serviced by Mr. Cooper, in which im eligible for permanent loan modifications, and have met the requirements for participation in HAMP, have not received permanent loan modifications to which iam entitled.
4. By failing to comply with the California Homeowner Bill of Rights ; specifically, by engaging in the unlawful practice of Dual Tracking, Mr. Cooper has left me in a state of despair and panic as I seek a loan modification from Mr. Cooper, only to have my home wrongfully, oppressively and illegally sold out from under my feet.
We have been in a fighting battle with our bank/ servicer Mr. Cooper for a very long time I mean very long time. We have been trying for a loan mod. recently its getting worse and worse and the bank keep pressuring and not providing an affordable loan mod. that we can afford which will help us keep the home and not throw us out on the streets. So our servicer now is Mr. Cooper and we have sent them many times a request for mortgage assistance forms packet with all documents. Recently we mailed and faxed in a copy of the request for mortgage assistance and all required documentation to be reviewed for a loan modification. Mr. Cooper keeps prolonging this process. Mr Cooper now are saying that have all documents received for a review but they still have our home under a foreclosure sale and recently they said they put the sale on hold but different representatives keep telling us different information one says ins on hold the other says its still on sale but after reviewing and calling the trustee its still on for sale, seems to me some of the representatives are trying to manipulate and get me false information to think that everything is ok but its not according to the trustee nothing has been stopped or placed on hold.
If Mr. Cooper proceeds to sell my home while having a complete request for loan modification review packet then they will be in violation of multiple laws including but not limited to my California Home Owner Bill of Rights Act Mr. Cooper has still placed my home on a foreclosure sale set for XX/XX/XXXX and has not CANCELLED the foreclosure sales until the review and an affordable loan modification and the process has been approved and agreed upon not some {$4000.00} monthly payment that no one can afford but one that is reasonable and that if helping the borrower not a ridiculous sum that will force us to move out. We sent them all documents and are in review at the moment but why have they not yet removed the foreclosure sale.
Thank you.
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11/27/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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I have filed multiple complaints regarding violations and conflicting information from my Servicing/mortgage company. ****Note to Mr. Cooper Associates**** PLEASE read and answer this ENTIRE complaint. Also, PLEASE READ ATTACHMENTS!!!! I will be attaching letters from Mr. Cooper associates which are in direct conflict with one another. In the attached letters, it will be found that one Mr. Cooper associate will provide information stating their company never owned my mortgage, ( which can be proven to be untrue with attached and recorded County Clerk Documents ) while another Mr. Cooper associate will provide conflicting information stating they were at one time the owner. There is NO way to resolve issues with this company if they continue to provide fraudulent and conflicting information.
I have attempted to settle mortgage and pay-off issues with my Servicing company. So far, I have had no success. As I have stated in former complaints, my Servicing company is quick to reply and then prematurely close the case. However, the issues are still unresolved. My Servicing company continues to repeat the following : " After completing our investigation into the aforementioned issues we determined that overall, there were no errors on our part. '' This is simply not true.
My Servicer REFUSES to admit they they or their predecessors have made violations and errors in regard to my mortgage. Among multiple other failures and misconduct, XXXX XXXX failed to send a Good-bye letter informing that they were no longer the owner of my mortgage as of XX/XX/XXXX. As the new owner of my mortgage, Nationstar/Mr. Cooper also failed to send a Welcome letter at any time during the duration of their ownership. In the same way, Nationstar/Mr. Cooper also failed to send a Good-bye letter informing that they were no longer the owner of my mortgage as of XX/XX/XXXX. In addition, XXXX XXXX failed to send a Welcome letter when they became the owner on this date. In the processes of my interactions, I have continued to reach out to my Servicer, to request that the Settlement offer be renewed, which was extended to me in the latter part of XXXX. Until XXXX of XXXX, interactions from Mr. Cooper regarding a Settlement offer had ONLY been by email. In order for the XX/XX/XXXX Settlement offer transaction to be completed, my investor required that Mr. Cooper send a hard copy of this agreement with a POSTMARKED DATE via U.S. postal service. Mr. Cooper did send a hard copy of this agreement. However, it did not arrive until XX/XX/XXXX, and still did not possess a dated postmark. THIS is precisely the reason the Settlement offer could not be completed. Mr. Cooper and other Assignees of my mortgage are responsible for many violations in regard to my mortgage. I possess multiple pages of documents outlining these errors. Failure to send Welcome and Good-bye letters and failure to send a hard copy of the Settlement agreement within the specified time period are only two of the large number of violations regarding my mortgage since its origination.
In addition, Mr. Cooper employees continue to send conflicting information. On XX/XX/XXXX, a Mr. Cooper associate stated the following : After reviewing your account, we found that the Owner of the Note transferred to Nationstar Mortgage LLC on XX/XX/XXXX, from XXXX XXXX XXXX. Ownership was given back to XXXX XXXX Bank on XX/XX/XXXX. However, on XX/XX/XXXX, another Mr. Cooper associate stated the following : With the XX/XX/XXXX, and XX/XX/XXXX, assignments there was no change in the ownership of loan. Therefore, no notice was provided. We are not required to provide notice of the assignments. This conflicting information from Mr. Cooper associates highly contributes to the issues. On XX/XX/XXXX, a Mr. Cooper associate also claimed the following : We acknowledge that the XX/XX/XXXX, letter was sent to you via email. However, the XX/XX/XXXX, and XX/XX/XXXX, letters were sent via mail and not returned by XX/XX/XXXX. I am attaching copies of emails which prove that the XX/XX/XXXX and XX/XX/XXXX settlement offers were in fact EMAILED. There is no proof that they were sent via the US postal service with a dated postmark. It is quite clear and apparent that Mr. Cooper has made multiple errors and has provided faulty and incorrect information in a great deal of correspondence. ( Attached are copies supporting my complaints ) In the most recent resolution letter from Mr. Cooper associate, Mr. XXXX, he states the following : " As previously advised, with the XX/XX/XXXX, and XX/XX/XXXX assignments, there was no change in the ownership of loan. The information we provided regarding the assignments is valid. '' " Please note the assignee listed on the assignments is the trustee that we service the loan under, which has not changed during our servicing of the loan. Therefore, as previously advised, no goodbye or welcome letter was required to be sent in relation to these assignments being completed. '' It is perplexing and quite unclear as to why Mr. Cooper associate, Mr. XXXX, insists to persist that Nationstar Mortgage LLC/Mr. Cooper was not the owner of my mortgage between the dates of XX/XX/XXXX and XX/XX/XXXX. The proof that Nationstar Mortgage LLC/Mr. Cooper was the owner during this time period is very easily proven and verified by the fact that it was recorded by the XXXX County Clerk on XX/XX/XXXX, at the request of Nationstar Mortgage. It is also easily proven and verified by the fact that Nationstar Mortgage LLC/Mr. Cooper transferred ownership back to XXXX XXXX XXXX on XX/XX/XXXX. This assignment of mortgage is also recorded by the XXXX County Clerk on XX/XX/XXXX, at the request of Nationstar Mortgage DBA Mr. Cooper. I have questioned Mr. XXXX whether Nationstar Mortgage/Mr. Cooper was incorrect in requesting that the XXXX County Clerk record the Assignment of Mortgages. To add more proof and validity, I am attaching a form which was issued by XXXX XXXX XXXX XXXX XXXX, XXXX, WY. This document records an assignment which was recorded on XX/XX/XXXX. The Assignee was Nationstar Mortgage LLC, which PROVES once again that they were the OWNER. I previously provided Mr. XXXX with a detailed definition of an Assignment of Mortgage : An assignment is the document that is the legal record of this transfer from one entity to another. Assignments typically contain the following information : the name of the Assignor ( the current owner of the loan ) and Assignee ( the new owner ) the names of the borrowers.
Because Nationstar Mortgage LLC was the recorded Assignee, they were the OWNER of my mortgage from XX/XX/XXXX, XXXX XXXX, XXXX. Among these violations, previous owners and servicers of my mortgage have made multiple violations, including the following : 1 ) Nationstar Mortgage DBA Mr. Cooper has provided fraudulent and conflicting information regarding the address of the Assignee/Owner of my mortgage. When XXXX XXXX once again became the Owner/Assignee on XX/XX/XXXX, the recorded Assignment of Mortgage lists an incorrect address for XXXX XXXX. The address is recorded with the XXXX County Clerk as XXXX XXXX XXXX XXXX, XXXX, Texas XXXX. This is NOT the address of XXXX XXXX or Nationstar/Mr. Cooper. XXXX XXXX XXXX XXXX, XXXX, Texas XXXX is the address belonging to XXXX XXXX XXXX, as confirmed by Mr. XXXX, who is the Facilities Coordinator of XXXX XXXX XXXX. I am attaching a letter from Mr. XXXX, in which he states that XXXX XXXX XXXX is the sole tenant of the building at XXXX XXXX XXXX XXXX, XXXX, Texas XXXX. 2 ) Nationstar Mortgage DBA Mr. Cooper/XXXX XXXX can not prove ownership of either the Note or the Mortgage. There was failure to follow the proper chain of title while securitzing the Note and the Mortgage. 3 ) When the Note and Mortgage were pledged as collateral to a securitized trust, there was no physical transfer and delivery of the asset, which was in direct contravention of the trust 's governing document, which was the Polling & Servicing Agreement. 4 ) When initially transferring my mortgage into the assigned trust, the cut-off date was missed. 5 ) XXXX XXXX XXXX XXXX XXXX , XXXX can not prove that they first purchased assets from XXXX XXXX XXXX, XXXX. before the securitization of my mortgage. 6 ) As outlined above, Nationstar Mortgage DBA Mr. Cooper has been deceptive about who actually owns my mortgage. 7 ) As outlined above, Mr. Cooper failed to comply with settlement agreement and refuses to renew this settlement agreement. 8 ) Not only is XXXX XXXX unable to produce the original Note, the copies of the Note have been signed and stamped by alleged Robo Signers. 9 ) My mortgage loan was initially set up improperly in XXXX, adding the impossibility of refinancing or loan modifications, and making a pay-off extremely difficult. 10 ) There is apparent alteration of the Note, when it was stamped after its origination. At some point after the origination of the loan, the Note was stamped with the name of alleged Robo Signer, XXXX XXXX XXXX. This stamp is not accompanied with a Notary Stamp to confirm a date or its validity, and appears ABOVE the signature of the Borrower. As specified by Uniform Comercial Code 3-407. ALTERATION.
( a ) " Alteration '' means ( i ) an unauthorized change in an instrument that purports to modify in any respect the obligation of a party, or ( ii ) an unauthorized addition of words or numbers or other change to an incomplete instrument relating to the obligation of a party. 11 ) In XXXX, I was advised by XXXX XXXX XXXX ( who was at that time the owner/servicer of my mortgage ) to default on my mortgage in order to complete a loan modification. I soon learned this was the worst advise I have ever received. This is the precise reason my wife and I have have gone through this hellish experience for the previous 10 years.
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03/12/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Servicemember |
XX/XX/XXXX To : Consumer Financial Protection Bureau Re : Formal Complaint against Mr. Cooper ( aka : Nationstar Mortgage LLC ) I want to file a formal complaint against Mr. Cooper for illegal, unfair, deceptive, abusive acts and practices against me, XXXX XXXX.
Mr. Cooper is my loan service provider for my Second Mortgage ( loan # XXXX ) that I took out in XX/XX/XXXX ( 15 years ago ). I was unaware at that time that I had a balloon payment that matured on XX/XX/XXXX. I have been making my mortgage payments on time for the past 15 years. Mr. Cooper did NOT notify me that I had a balloon payment due on XX/XX/XXXX. The Mortgage Loan Statement dated XX/XX/XXXX stated amount due of {$460.00} ( attachment A ). I paid {$490.00} as billed on the statement with a check noted for XX/XX/XXXX payment ( attachment B ), and Mr. Copper cashed the check. Also, the next Mortgage Loan Statement for XX/XX/XXXX dated XX/XX/XXXX stated amount due of {$480.00} ( attachment C ). I paid {$480.00} as billed on the statement with a check noted for XX/XX/XXXX payment ( attachment D ), and Mr. Cooper also cashed that check. I mailed each check in with the XX/XX/XXXX and XX/XX/XXXX mortgage coupon ( respectively ), and I wrote on each check the month the payment is intended for. Mr. Cooper did NOT apply neither the XX/XX/XXXX payment nor the XX/XX/XXXX payment towards my principal and interest but instead put it in an Unapplied Funds ( Attachment M ). On XX/XX/XXXX @ XXXX, I called Mr. Cooper Rep XXXX XXXX and requested that he apply the XX/XX/XXXX and XX/XX/XXXX payments and he replied it can not be applied because we need the full payment ), and he transferred me to the escalation Team citing he could not help me. Mr. Cooper Rep XXXX XXXX answered the call, and I asked her to apply XX/XX/XXXX and XX/XX/XXXX payments as I intend and wrote on each check. She said that she can not apply it due to the full balloon payment of {$45000.00} being due. I got her direct phone number and told her I would be calling her back with my new Lender. I called her back and then conferenced in my new prospective Mortgage Lender ( XXXX XXXX ) of XXXX XXXX XXXX XXXX. I again asked her to apply the funds as I intend and wrote on the checks, and she said that we have accepted the funds but can not apply it until the full balloon payment is paid. She stated the funds will be applied once the balloon payment is paid. XXXX XXXX told her that I am trying to refinance, and XXXX XXXX XXXX XXXX will pay off the mortgage once the funds are correctly applied and he gets an updated Payoff Notice. She said pay the {$46000.00} and the unapplied funds will be refunded after the balloon payment is made. She said You can deduct the {$970.00} of unapplied funds for the payoff but to be safe I would pay the full amount and then youll get a refund. After being, on the call for approximately 20 minutes ( which XXXX kept putting us on hold ) and returning answering questions, XXXX disconnected the call.
I also contacted another Mr. Cooper Reo requesting to apply the XX/XX/XXXX and XX/XX/XXXX payments to the principal and interest and then adjust the Interest Calculated from date starting XX/XX/XXXX, and she said that she can not apply it to the interest.
On XX/XX/XXXX, I sent an email ( Attachment E ) to Mr. Cooper Research Department and XXXX XXXX ( my Loan Specialist ) requesting to apply to apply my XX/XX/XXXX and XX/XX/XXXX payments to my interest and principle and to send me an updated/new Payoff Breakdown and email XXXX XXXX XXXX XXXX the new Payoff Breakdown. I stated in the email This misapplication of BOTH of my payments is preventing me from securing a NEW MORTGAGE LOAN. In response, Mr. Cooper email me the SAME Mortgage Breakdown WITHOUT applying the payments to my principle and interest AND still documenting my XX/XX/XXXX and XX/XX/XXXX mortgage payments as Unapplied Funds ( Attachment M ).
Again on XX/XX/XXXX, I sent another email ( Attachment F ) to Mr. Cooper Research Department and XXXX XXXX ( my Loan Specialist ), XXXX XXXX, XXXX XXXX and XXXX XXXX requesting to apply to apply my XX/XX/XXXX and XX/XX/XXXX payments to my interest and principle and to send me an updated/new Payoff Breakdown. I also requested for Mr. Cooper to call me. As of today, XX/XX/XXXX, I have not received the new Payoff Mortgage Breakdown as I requested nor have I received a returned call from Mr. Cooper. I called my designated Loan Specialist XXXX XXXX several messages ( on XX/XX/XXXX @ XXXX XXXX PST and XX/XX/XXXX at XXXX XXXX PST ) both left a message requesting to apply the payments and asking her both times to return my call. As of today, XX/XX/XXXX, I have not received a call.
On XX/XX/XXXX, I call Mr. Cooper and spoke with Rep XXXX, and to apply for an extension on the balloon payment and to refinance my First Mortgage ( Loan # XXXX ) and Second Mortgage into one loan. I also spoke to another Representative that day he ran a soft credit report on me citing and can do the refinance and he told me that my loan was a subprime loan that squeeze between the cracks. He later called me and stated he can not do the refinance. On XX/XX/XXXX, I call Mr. Copper requesting to reach the Escalation Team and Loan Specialist with XXXX XXXX XXXX said I am licensed in California, and can definitely get your mortgages combined and refinanced. He told me to pay for the Home Appraisal which I did, and week later I was denied the refinance. I also applied for a Loan Modification on XX/XX/XXXX, and was denied the Loan Modification.
On XX/XX/XXXX, I received a certified letter ( dated XXXX ( Attachment G ) from Mr. Cooper citing they have been trying to reach me to resolve the delinquent status of my loan and to discuss my financial situation and to explore options other than foreclosure. That was the ONLY certified letter that I have received from Mr. Cooper, and it does NOT state ( or mention ) a balloon payment. I have been communicating with them regularly. I have been consistently calling and emailing them. I have been begging for their assistance to avoid foreclosure. I have received emails from them and emails from XXXX XXXX XXXX and providing him/Mr. Cooper requested loan documents ( Attachment H ). I have been in contact with XXXX XXXX multiple times ( Attachment I ). I just spoke with XXXX XXXX again on XX/XX/XXXX. Again, they denied me refinancing twice, denied the loan modification ( Attachment K ), and denied my request to extend the balloon payment due to Mr. Cooper failing to properly notify me. Mr. XXXX XXXX and Mr. XXXX told me to get a personal loan and they can refi me. I have been actively seeking their assistance. I have been begging them for help, and now Mr. Cooper is not even returning my calls. I am in dire straits.
As of today, I have NOT received written notice from Mr. Cooper citing that my balloon payment was due on XX/XX/XXXX. The first written notice I received regarding the loan maturing on XX/XX/XXXX is on the XX/XX/XXXX Mortgage Loan Statement ( dated XX/XX/XXXX ( Attachment J ). Please keep in mind that the last two statements for XX/XX/XXXX and XX/XX/XXXX billed me for {$460.00} and {$480.00} ( Attachment A and C ) which I paid as instructed.
My complaint against Mr. Cooper is that that they failed to notify me of the balloon payment as required by California Civil Section Code 2966 ; thus preventing me from seeking refinancing and other options for securing financing. Mr. Cooper did not grant me an extension on the balloon payment ( due to lack of notification ) as I requested. Mr. Cooper denied me refinancing and denied my loan modification request ( Attachment K ). Mr. Cooper is illegally holding my XX/XX/XXXX and XX/XX/XXXX mortgage payments in an Unapplied Account ( Attachment L ) where they are drawing interest on daily. Mr. Cooper has made NO EFFORT to assist me with my mortgage. And now Mr. Cooper is preventing me from securing a new loan with my new Lender. My New Lender informed them that I am refinancing and can pay them Today ( XX/XX/XXXX ) if they would apply my XX/XX/XXXX and XX/XX/XXXX payments, and they have refused. Mr. Cooper is preventing me from closing on my new Mortgage Loan. Mr. Cooper is illegal, unfair, deceptive, abusive acts and practices against me and preventing securing a new mortgage loan ; thus, causing me to be foreclosed on ( after 15 years of timely mortgage payments ). This ordeal has been very stressful and has adversely affected by health. I am asking that Mr. Cooper comply with all my requests as stated in the resolution below.
The resolution to my request is : ( 1 ). Apply my XX/XX/XXXX and XX/XX/XXXX mortgage payments to my principal and interests ; ( 2. ) recalculate the principal and interest including payments- also stating with interest calculated from XX/XX/XXXX to XX/XX/XXXX or bringing me current ; ( 3. ) After recalculating the balance, notify me of new Payoff Breakdown ( with updated balances ) ; ( 4. ) extend the balloon payment due date as I was NOT notified of the Balloon payment due. My resolution includes Mr. Cooper actively assist me to secure a new mortgage loan. This is a subprime predatory loan that I am requesting that Mr. Cooper work with ( and cooperate with ) me to seek refinancing and/or other financing options with outside Lenders.
I am requesting that Mr. Cooper act in good faith with me and help me from losing my home. This is my primary residence and has been my home for 15 years now and have never missed a payment. Please contact/call for me a resolution.
Your attention in this urgent matter is most appreciated and needed.
Sincerely, XXXX XXXX phone # : ( XXXX ) XXXX email : XXXX XXXX
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04/10/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Servicemember |
I am a XXXX veteran whom served in the XXXX XXXX rated at 100 % for XXXX do to mental illness and suffering XXXX XXXX XXXX.My mortgage loan was handled by a mortgage loan servicing company known as SETERUS INC., and it's employees known at the time as Seterus team member, a loan servicing company whom was an affiliate or subsidiary of Nationstar Mortgage Company DBA Mr.Cooper. This company handled my monthly payments installments and applied the escrows for hazard insurance. I was paying a modification plan which was signed and agreed to. On XX/XX/XXXX XXXX XXXX was hit by hurricane Irma a storm that caused many damages to properties on my Island. Not even starting to recover on XX/XX/XXXX another major storm made landfall to XXXX XXXX, hurricane Maria, what hurricane Irma did not finished hurricane Maria did. This storm caused such damages to my property as others as well that it totally destroyed it, not only that, the total infrastructure of the Island was wiped out. My home 's concrete ceiling was completely cracked in such a way that now huge chunks have started to fall, all aluminum awnings bent and the electrical wiring completely short circuited. My home was so dangerous to live in that I had to live in a mini van parked on the garage and make a bit of accomodations to it.I was able to contact SETERUS Inc., on XX/XX/XXXX and explained them my situation. SETERUS Inc., it's employees told me that I should not worry that everything was going to be taken care of because I had an hazard insurance and that I can file a claim with the insurance company they also provided me with a forbearance plan to cover for six [ 6 ] month, so I filed a claim and waited. I noticed that my claim was taking to long so I started calling the loan servicing company. I demanded them to provide me with the insurance company that was covering my property so they started to search for the information and could not find it. I believe there was a time that they asked me to give them some time to make some research on what I asked for and that they were going to communicate with me once they had it. SETERUS Inc., never called me back I was the one insisting all the time and mostly because I wanted to have my home repaired before my family arrived on XXXX XXXX from the XXXX XXXX. On XX/XX/XXXX I was provided an insurance company by the name of XXXX XXXX XXXX XXXX based in XXXX XXXX XXXX and theire phone number. I proceeded to call the company find the status of my claim and it was nowhere to be found. SETERUS Inc., about nine times [ 9 ] had me going back and fourth with this insurance company and even suggested me to be more agressive and tell them why after paying XXXX XXXX dollars [ {$500.00} ] they were denying that I had an hazard insurance with the company, but I did not disrespected them at all, I felt embarrased and was going through shame because I was already bothering the insurance company with my insistments. I asked XXXX XXXX XXXX to provide me with a letter stating I did not have or had any hazard insurance with them so that I can prove my loan servicer that I did not have an hazard insurance with them. XXXX XXXX XXXX e-mailed me a letter with the statement. I provided the information to my loan servicer then they told me that they had made a mistake that my home hazard insurance was covered by XXXX, so they provided me with the phone number. Once again I started to call and the reply was from a company based in XXXX. I explained my situation to the customer service department of the company and they provided me with the XXXX XXXX XXXX based in XXXX XXXX. For my surprise the same situation I went through nothing changed not even my embarrasments and shame I had to go thru. XXXX also e-mailed me a letter were they also state I did not have or had any hazrd insurance with them, not even a forced placed insurance existed on none of the companies provided by SETERUS Inc., I immediately informed the matter to the loan servicing company but they still insisted that my property was insured. Days became weeks and weeks became months since I filed the claim for the hazard insurance and I did not get any results done. I was so fed up with the company that on XX/XX/XXXX I started to pay the forbearance plan ahead of time because I had lost all my trust to this company. SETERUS Inc., offered me {$10000.00} for repairs and any other amount needed that I had to cover it from my own piocket and that I did not have to repay this money to them which I declined to accept because my loan balance was about less than {$41000.00} and the damages were a total of {$85000.00} and that they should of had pay the remaining balance debt in total and give the title of my property back to me. SETERUS Inc., sarcasticly suggested me to apply for FEMA now because they had the capability to give me enough money to rebuild my property. Since SETERUS Inc., maintained that I had an hazard Insurance I had them investigated by XXXX XXXX XXXX on XX/XX/XXXX receiving the conclusion of the investigation that Seterus Inc., failed besides receiving the monthly escrows payment to provide me with an hazard insurance for my property. On XX/XX/XXXX knowingly that my property is a totaled loss I purchased an hazard insurance from XXXX XXXX XXXX XXXX XXXX XXXX XXXX but I was honest and notified them about the completely damaged property and that it was not being done for fraud. I notified the loan servicing company and they wanted to place me a forced place insurance on my property which I declined, they also wanted to have the insurance I paid for placed in escrow which I also declined to it. SETERUS Inc., at the very last moment purchased an hazard insurance for my property from the same insurance company I had purchased mine. When I found out about it I notified the company about it and I was told that SETERUS INC., purchased the insurance informing them that my property was not insured, meaning that they attempted to commit an insurance fraud and I have proof and the evidence. I believe that SETERUS Inc., and theyre employees did this intentionally for enrichment purposes, in the mean time I still was sleeping on my mini van. I got angry, upset and stopped paying the escrow to the loan servicer. From {$220.00} I started to pay them {$210.00} all the way to XX/XX/XXXX, why? because my home was a totaled loss property and it was theire responsability to pay the debt. Because of my actions, SETERUS Inc., started threatening me and harrrassing me with theyre home inspectors. I got very ill, I could not stay much on my property because mentally I was destroyed, my self esteem was not worth a dime my body ached, I started having problems with my legs and suffered XXXX. Once I wandered the street for seven days [ 7 ] in a row without sleep. My family was finally arriving from the XXXX XXXX, I did not have a home for them anymore, I did not know what to do, I started to get confused and in pain. As a temporary home I rented an apartment for my family, once they arrived I placed them in it to ocupy. On XX/XX/XXXX a home property inspector contracted by SETERUS Inc., went to my property three times to inspect. I could not take it any longer, I felt abused, disrespected, deprived from my rights, very ill, mentally and emotionally, suffered financial loses because now to have my family in a safe place I am paying XXXX XXXX and XXXX [ {$750.00} ] in rent since XX/XX/XXXX, and alone. I stopped my payments on XX/XX/XXXX till now and went to ocupy the apartment by XX/XX/XXXX so that I can sleep better and calm the pain of my body and legs. The sixteen months that I endured sleeping in my mini van, caused damage to my legs blood circulation. On XX/XX/XXXX, I went to the local court to file a complaint aganst SETERUS Inc., asking for Injunctions, I mistakenly sent to SETERUS Inc., a copy of my intentions before filing it. Once SETERUS Inc., received it that very same month they sent me a letter notifying me not to send them any money that my loan account was going to be transfered to Nationstar Mortgage LLC now called Mr. Cooper. On XX/XX/XXXX I immediately called this new company or let me say theyre mayor share holder, the company who controlled them, and notified them of the situation that had arised and warned them of possible fraud in the portfolio by having false statements of the account and insurance information. I was told that they have not receivved any loan account yet that I should contact them by the XXXX and that once received they were going to investigare the matter, On XX/XX/XXXX I called Nationstar Mortgage Company llc DBA Mr.Cooper and again explained the whole story and my concern towards the matter. This employee in my surprise told me and offered me to that would it satisfy me to have my debt paid off in total so as to leave my efforts to place the complaint in court. Supposely SETERUS Inc., does not exist anymore but if that's so the former employees of SETERUS Inc., that were known as the seterus team member now refered to by the name of the seterus team and working for Nationstar Mortgage Company LLC/DBA Mr.Cooper and Nationstar Mortgage Company LLC/DBA Mr.Cooper are directly responsible for all the violations commited, wrong doings and my mishaps with SETERUS Inc., because SETERUS Inc., was an affiliate or subsidiary of Nationstar Mortgage Company LLC now called Mr. Cooper, I also have documents that proves to be truth. I can furnish all necesary documents as needed or when needed. This I can not do now because the scanner of the library is not fully functionable but you can let me know,
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06/17/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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In XX/XX/XXXX I filed for a Chapter XXXX Bankruptcy in order to reorganize my financial affairs. At that time XXXX XXXX XXXX ( XXXX XXXX XXXX XXXX ) filed a secured claim for my home mortgage for the amount {$700000.00}. XXXX also filed an unsecured claim against a credit card account that I had with them for the amount of {$20000.00}. My bankruptcy plan was confirmed in XX/XX/XXXX. I immediately paid off the unsecured credit card at a payout rate of 10 % as per the plan, {$2000.00}. And over the course of the next 2 years I made both contractual and plan payments to chase on its secured claim, again in accordance with the confirmed bankruptcy plan. These payments were clearly marked as for payment of the mortgage loan in accordance with the confirmed plan ; and they included the loan account number in two places. During that time however, XXXX fraudulently altered some of these checks, crossing out the loan account number, and writing-in the credit card account number. XXXX misappropriated these funds and did not give me credit for them at all.
The forgoing is offered as background, as this complaint is against Nationstar Mortgage, the successor to XXXX. Sometime in XXXX I began to suspect that my account was not being properly credited for my payments to XXXX. I began a dialog with XXXX, but in about XX/XX/XXXX, without any resolution, XXXX transferred servicing of my loan to Nationstar Mortgage. My complaint is against Nationstar because through their actions they made it nearly impossible to uncover XXXX 's malfeasance, and by inserting themselves as my " loan servicer '' they effectively blocked any resolution.
From the time that Nationstar took over handling of the loan they refused my payments, claiming that my loan was in default, and that they would only accept a full satisfaction payoff. I spoke on the phone several times with representatives from Nationstar, explaining that my payments were in accordance with a Chapter XXXX confirmed Plan ; but they insisted that my account was not marked for handling by their bankruptcy department, and so they could not accept " partial '' payments.
Sometime around late XXXX or or early XX/XX/XXXX Nationstar sent me a Validation of Debt Notice. This notice indicated a debt amount that was much more than what I expected. Thus confirming to me that there was a discrepancy in the accounting.
I replied to the Validation of Debt Notice on XX/XX/XXXX. My letter identified and provided copies of the checks that I had submitted ; and in my letter I did some quick math to show that based on my previous balance and the payments that I made, my balance should be much lower than the balance stated in the Validation of Debt notice. My letter identified 38 checks that I had sent to XXXX, from which, by my accounting, many had not been credited to my account. In my letter to Nationstar I listed the checks with dates, check numbers, and amounts, and I provided copies.
Nationstar replied on XX/XX/XXXX, saying : " Nationstar Mortgage XXXX is in receipt of your correspondence on XX/XX/XXXX ... .We take all matters seriously and are in the process of reviewing your concerns. Please be advised that we are still reviewing your request for a debt validation. '' On XX/XX/XXXX, Nationstar sent a letter indicating that the loan " came over as a closed bankruptcy. It appears the Chapter XXXX Bankruptcy still needs to be active and therefore the payments are not applying correctly '' ...
" We will have the account placed back in active Chapter XXXX bankruptcy and will audit the payments to ensure that they are applied correctly ''.
In XX/XX/XXXX, after receiving Nationstar 's letter indicating that they would begin accepting payments, I resumed making monthly payments to Nationstar. I also waited for a corrected accounting to accurately show what my true balance was, and what I owed ( for the period during which Nationstar was not accepting payments ). However Nationstar never did " audit the payments '' ; never checked the accounting discrepancy ; never addressed the issues that I raised about not being credited for some payments ; and never sent me a revised Validation of Debt Notice. Sometime around XXXX or early XX/XX/XXXX Nationstar sent me a still erroneous loan payoff statement.
In response to this still erroneous payoff statement, on XX/XX/XXXX I sent another letter disputing the amount owed and itemizing the checks that I sent -- again asking Nationstar to research if, how, and why some of those checks might not have been properly applied to my account -- again I listed the check numbers, dates and amounts, and showed how by my accounting I was not being credited for many of my payments.
In response to my letter of XX/XX/XXXX, Nationstar answered on XX/XX/XXXX : " Nationstar is in receipt of your correspondence dated XX/XX/XXXX .... We thank you for bringing this matter to our attention. We take all matters seriously and are in the process of reviewing your concerns ... Our goal is to provide a response no later than XX/XX/XXXX '' On XX/XX/XXXX Nationstar sent a further response : " Nationstar is in receipt of your correspondence dated XX/XX/XXXX .... We appreciate this being brought to our attention ... Please be advised that at this time, we are still in the process of reviewing ... Please be advised the new expected date of resolution is is XX/XX/XXXX '' Once again I reached out to Nationstar on XX/XX/XXXX.
On XX/XX/XXXX Nationstar sent a the following response : " Nationstar is in receipt of your correspondence dated XX/XX/XXXX .... We thank you for bringing this matter to our attention. We take all matters seriously and are in the process of reviewing your concerns.. Our goal is to provide a response no later than XX/XX/XXXX '' After another letter from me, on XX/XX/XXXX Nationstar sent a further response : " Nationstar is in receipt of your correspondence dated XX/XX/XXXX .... We thank you for bringing this matter to our attention. We take all matters seriously and are in the process of reviewing your concerns.. Our goal is to provide a response no later than XX/XX/XXXX '' On XX/XX/XXXX, ( One and a half years after taking over the loan! ) Nationstar sent me a Transaction History Report, which they claimed supported their loan payoff statements, but still did not account for all of the payments that I had alerted them to.
In response, on XX/XX/XXXX, I sent another lengthy letter disputing their accounting.
On XX/XX/XXXX Nationstar sent another erroneous payoff statement.
The last payment that I sent to Nationstar was for XX/XX/XXXX. But in XX/XX/XXXX Nationstar offered me a trial period for a loan modification. However the loan modification would require me to make extra large initial payments, and it didn't specify what my new loan balance would be! In particular it still would not credit me for the payments that I had made. Therefore I declined the offer.
In XX/XX/XXXX, after consulting with a legal attorney, and with notice given to Nationstar, I deposited {$24000.00} to open a tender account, to hold funds that I could remit pending resolution of my dispute with the lender. This was the amount which, by my own calculation, I owed on the loan as of that date.
On XX/XX/XXXX Nationstar sent the following letter : " Dear XXXXX, " You are hereby notified that the servicing of your mortgage loan, that is, the right to collect payments from you, is being assigned, sold, or transferred from Nationstar Mortgage XXXX to XXXX XXXX ... '' I have provided this lengthy history to document Nationstar 's inaction, obfuscation, and failure to correct the errors in the servicing of my loan. It seems to me that certain terms of RESPA were specifically aimed at preventing the sort of gross negligence that I have received at the hands of Nationstar Mortgage. For example : Error Resolution Procedures 12 CFR 1024.35 Scope of Error Resolution 12 CFR 1024.35 ( b ) The error resolution procedures apply to the following alleged errors : Failure to accept a payment that complies with the servicers written requirements.
Failure to apply an accepted payment to principal, interest, escrow, or other charges as required by the mortgage loan and applicable law.
Failure to credit a payment to the borrowers account as of the date the servicer received it, as required by 12 CFR 1026.36 ( c ) ( 1 ).
Failure to transfer accurate and timely information relating to servicing to a transferee servicer.
Response to an Error Notice 12 CFR 1024.35 ( e ) In response to the notice of error, the servicer must either correct the error or conduct a reasonable investigation and determine that no error occurred.
In onboarding the loan without validating the accounting, even after I explicitly alerted them to the accounting discrepancies ; only to eventually sell the loan when it was obvious that the accounting was fraught with errors, without alerting the subsequent servicer, seems to violate : Objectives 12 CFR 1024.38 ( b ) Servicers are required to maintain policies and procedures that are reasonably designed to achieve the following objectives ...
4. Facilitating transfer of information during servicing transfers .... b. Transferee Servicer. The servicers policies and procedures must be reasonably designed to ensure t
hat when it receives a mortgage loan from another servicer, it can ( i ) identify necessary documents or information that may not have been transferred, and ( ii ) obtain such documentation or information from the transferor servicer.
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06/12/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Servicemember |
I have attached a partial transcript that identifies communication with the servicer in the past-this is a partial and not full transcript, as the full transcript is more than 100 pages longthe partial transcript is intended to isolate some of the instances of the investors rejection of viable modification option in the past. Please note the particular case where the servicer had approved a modification, I accepted it, and then the investor, XXXX XXXX, master serviced by XXXX XXXX, rejected a plausible affordable payment solution.
I have multiple situations where the servicer had felt a modification was doable, and then the investor, XXXX XXXX, master serviced by XXXX XXXX, rejected it. Please note in the transcript where I have isolated only a few instances of my efforts to date regarding attempts for modification and at the end of each process, the investor, XXXX XXXX, master serviced by XXXX XXXX, rejected the proposal for modification. I have attached, a copy, of the entire transcript that shows all my interactions with the servicer and their reporting back to my XXXX web file the repeated decisions, which have been rejections by the investor, XXXX XXXX, master serviced by XXXX XXXX.
My full XXXX transcript of communication with the servicer is over 100 pages long which I have saved and preserved for future use if needed. The following transcript is a streamlined version of communication to give you an idea of the struggles of attrition during the entire life of this modification process. Please make note wherever the name servicer is mentioned in a row, on the transcript, and the response by the servicer.
Please review the attached full transcript as needed to present an even clearer picture of the content of each modification rejection by the investor, XXXX XXXX, master serviced by XXXX XXXX. Please note, on particular case, in the row dated XX/XX/2010, after the servicer had extended a modification solution with an affordable payment, after I accepted the solution, the investor XXXX XXXX, master serviced by XXXX XXXX, again, rejected it, even after the servicer had extended terms. Note in particularly, that the servicer states in the transcript communication on line item dated XX/XX/10, that the investor has the final say in all matters regarding the extension of any affordable modification solution. It was amazing that the servicer, at the time, approved a modification, posted it on my XXXX web file to accept, and not even minutes later, the investor denied the plausible modification solution, which caused the servicer to state in the end, that the decision is at the sole discretion of the investoreven the servicer was surprised and baffled by the investors rejection of a reasonable affordable payment solution.
Therefore, in the end this is why, although we will remain optimistic that a solution with an affordable payment can be extended, however, the past history by this investor, XXXX XXXX, master serviced by XXXX XXXX, does not suggest a favorable outcome resulting in an affordable payment solution although I qualify when you look at the calculated housing, back, and front end ratios which were calculated by a reputable housing agency. In the end, we hope this will not be another act of futility by the servicer with no actual decision making powers, who have been willing to extend a reasonable affordable payment solution. But the servicer has had their willingness to extend an affordable solution, rejected by the servicer they work for : XXXX XXXX, master serviced by XXXX XXXX.
This is why I am requesting that my advocacy team make an aggressive effort to contact the investor XXXX XXXX, master serviced by XXXX XXXX ; they are the ones who have rejected every offer, not the servicer. One of the servicers representatives even demonstrated their frustration that their attempts to extend an affordable payment solution were rebuffed by the investor. Because of their frustration, the servicer identified the following person, XXXX XXXX, as the liaison to the investor team, please contact him, or the other staff members listed below, at the following contact info to determine why they continue to deny and reject reasonable affordable payment modification offers and other programs that would assist us to stay in our home with reasonable solutions to include : all Principal Reduction Programs, options through the HAMP, Hardest Hit Funds, Keep Your Home CA, and other proprietary solutions, etc. All of the aforementioned programs that could have been applied to my situation for an affordable mortgage payment, that we qualified forhave all been denied, and not accepted, but rejected by the investor XXXX XXXX, master serviced by XXXX XXXX ( Please see the indented, highlighted paragraph below, the entire content between the hash lines was sent back to me from XXXX XXXX email addresses automatic reply system. Please use it to contact XXXX XXXX and the other investor staff, listed in his email, who are believed to be front line personnel for the investor XXXX XXXX, master serviced by XXXX XXXX ) : -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- XXXX XXXX -- XXXX or contact members of his office staff : contact XXXX XXXX at XXXX ( or ) XXXX XXXX at XXXX I will be out of the office Tuesday XXXX. I will have no office contact while out and will respond when I return Wednesday XXXX. BID INSTRUCTIONS FOR LOANS IN XXXX XXXX : Uninsured loans : Total debt is approved PMI insured loans : Bid per PMI insurer requirements, total debt if they fail to set a bid. You may contact XXXX XXXX at XXXX or XXXX XXXX at XXXX if your issue requires immediate attention. Otherwise, please contact me ( XXXX XXXX ) when I return. Thank you. Also try, XXXX XXXX -- XXXX XXXX -- XXXX -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - Again, a third party financial firm believed that our front end, back end, and overall housing ratios, are sufficient to sustain an affordable payment. The lack of payments over the past few years was not our intent nor purpose. We sincerely thought we would have had a modification with an affordable payment within 30 days of visiting XXXX, for modification assistance, the first time we sought them for help with our mortgage. The multiple rejections by the investor team are the reason this modification process is still being pursued, is ongoing, and has become a drudgery.
The investors rationale that we received a modification in the past has been obviously demonstrated as no more than a repayment plan that increased our mortgage amount and placed us in a worsened hardship position, that modification repayment plan did not produce an affordable payment! I will provide all of these instances ( of investor rejections ) in my full XXXX transcript via email for my entire advocacy team to review.
Please see partial transcript attached below regarding some of the relevant communication from the investor XXXX XXXX, master serviced by XXXX XXXX as communicated via the servicer -- the powerless fronts for the investor. Please, any member of my advocacy team, you may use this letter as my authorization for you to contact the aforementioned possible front persons with the investor team : CMLTI Securitizations, master serviced by XXXX XXXX to continue your advocacy for a reasonable solution for an affordable payment modification once and for all. This has taken a tremendous mental toll on my family. Please help! Respectfully Submitted under the penalties of perjury, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX CA XXXX ( XXXX ) XXXX Last four SS # XXXX XXXX ID # XXXX, Nationstar Mortgage # XXXX, and XXXX XXXX XXXX Loan Number # XXXX -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- The California Homeowner Bill of Rights will ensure that many of the core provisions in the National Mortgage Settlement are extended to home loans that are not currently covered. ( CA Senate Bill 900 ) -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- CC : Chairman House Financial Service Committee ; XXXX XXXX, XXXX ; Atty General, XXXX XXXX XXXX, State of California National Bank Settlement XXXX and XXXX ; XXXX XXXX, XXXX XXXX XXXX ; Senator XXXX XXXX ; Senator XXXX XXXX ; Congressman XXXX XXXX ; XXXX XXXX, California Corporations Commissioner Department of Corporations ; Customer Assistance Group, Office of the Comptroller of the Currency-Case # XXXX ; Mr. XXXX XXXX XXXX, Office of Thrift Supervision, XXXX XXXX, XXXX XXXX News Team, Office of the Comptroller of the Currency-Case # XXXX and XXXX and XXXX, XXXX XXXX XXXX, XXXX XXXX XXXX, California Monitoring Office, Consumer Protection Clinic, of the University of California XXXX XXXX XXXX XXXX XXXX XXXX, A Program of the Attorney General. Mr. XXXX XXXX XXXX XXXX Office of Mortgage Settlement Oversight, California Monitoring Office , Consumer Protection Clinic, of the University of California XXXX XXXX XXXX XXXX XXXX XXXX, A Program of the Attorney General, Staff Attorney XXXX XXXX , XXXX XXXX XXXX XXXX XXXX.
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02/11/2018 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
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Web |
|
The Florida Supreme Court has recognized that " extrinsic '' fraud involves conduct which is collateral to the issues tried on a case. '' XXXX v XXXX, XXXX XXXX. XXXX XXXX, XXXX ( XXXX XXXX XXXX XX/XX/XXXX ) ( XXXX XXXX v XXXX, XXXX XXXX. XXXX XXXX, XXXX ( XXXX XX/XX/XXXX ).
Extrinsic Fraud is defined as : Prevention of an unsuccessful party from presenting his case, by fraud deception practiced by his adversary ; keeping the opponent away from from the Court ; falsely promising a compromise, ignorance of the adversary about the existence of the suit or the acts of the plaintiff, fraudulent representation of a party without his consent and connivance in his defeat ; and so on. In other words, extrinsic fraud occurs where a defendant has somehow been prevented from participating in a cause. ( quoting XXXX, XXXX XXXX. XXXX at XXXX ).
On XX/XX/XXXX, XXXX XXXX XXXX XXXX, by and through their legal aid XXXX XXXX, XXXX. filed a foreclosure action. Under Florida Statutes a defendant has " twenty '' days to respond to the complaint by filling a response in the county court.
On XX/XX/XXXX, my husband and I were served with a copy of the complaint and on XX/XX/XXXX, we timely responded to the complaint. When a defendant files a motion for extension of time the plaintiff would either agree or disagree and request a hearing to set a specific timeline to respond. Instead, the plaintiff filed a motion for judicial default against my husband alleging that he never filed a respond to the court, despite receipt of our motion and despite that the motion clearly is reflected in the court docket.
The record reveals that we both timely filed motion for extension of time in accordance with the Fla. Statutory time. ( see exhibit " A '' ), yet knowingly and fraudulently the plaintiff requested that the court to enter a judicial default against my husband XXXX XXXX, and the court knowingly entered the default against. The Supreme Court describes such acts as of " Extrinsic fraud '' when fraud and deception by his adversary keeping away the opponent away from the court or the prevention of an unsuccessful party from presenting his case. The problem in this case is that we are being kept away from presenting our case not only by the adversary but also from the court and the matter should be investigated by the Office of the Internal General.
On XX/XX/XXXX, XXXX XXXX on behalf of XXXX XXXX, filed another motion for judicial default claiming that we had abandoned our motion for extension of time when we filed a " verified '' motion to vacate the Judicial default. The court never reply to our motion yet we have every right to vacate the default that should have never been entered to begin if the court would have been paying attention. The court has not only participated in the plaintiff extrinsic fraud but also has violated our CONSTITUTIONAL RIGHTS. IN THE UNITED STATES OF AMERICA, EVERY CITIZEN IS ALLOWED TO A TRIAL, AND TO PRESENT THEIR CASE IN A COURT OF LAW. WHEN THE PLAINTIFF OF THE CASE COMMITS OR ENGAGES IN EXTRINSIC FRAUD AND THE COURT PARTICIPATES WITH SUCH FRUAD A DEFENDANT IS DEPRIVE OF THIER CIVIL RIGHTS AND OBVIOUSLY HAS XXXX DEFENSE. THIS IS UNCONSTITUTIONAL. THE EVIDENCE OF THIS CASE WILL PROVE THAT WE HAVE BEEN PREVENTING FROM PRESENTING OUR CASE AND IT IS UNLAWFUL TO SAY THE LEAST.
The plaintiff is now alleging that because our motion for extension of time was never heard and we filed a motion to vacate the default that we abandoned the motion and therefore judicial default should be entered against me. Debt collector XXXX XXXX filed a motion for judicial default instead of filling motion requesting hearing for our motion for extension of time as it is the normal course of action or procedure in foreclosure cases. But instead she knowingly filed a motion for Judicial default despite having receipt of our motion and despite that fact that the motion clearly reflects in the court docket, this acts goes right to the heart of " Extrinsic '' fraud.
foreclosure procedure for XXXX County Civil Courts Plaintiff files complaint, defendant has twenty days, when defendant files for motion for extension of time, the said motion must be heard, then the court rules and provides an specific timeline to respond to the complaint. during this process the plaintiff would normally schedule a hearing as to the motion for extension of time, but instead plaintiff filed for a judicial default knowingly that we had timely filed, this conducts are of " extrinsic " fraud '' where a defendant has been prevented from presenting his case.
On XX/XX/XXXX, we filed a motion to dismiss the action. I have attached copy of court docket for your review, strangely our motion does not reflect on the court docket as if was never filed. ( See copy of court docket printed on XX/XX/XXXX as exhibit " B '' and motion to dismiss action as Exhibit '' C ''. The record reveals that on XX/XX/XXXX, we filed motion to dismiss action, however some force is seeking that we don't expose or present our case and this is 'ILLEGAL '' on its face, we are the United States of America XXXX are we going to allowed for the parties to get away from : Judicial Fraud including a court?????
At this juncture going to ask that this case be referred to the Office of The internal General. The record reveals not only extrinsic fraud but the court also appears to be participating and the Judge must recuse them selves from this case immediately.
The record reflect our motion to dismiss lawsuit does not appear anywhere in the court records, yet we did file have an " original stamp " in our copy ready to share with the FBI and the Office of Internal General, which proves that i did filed, motion disappear and the Judge is Ruling on every false motion filed by plaintiff which judicial fraud.
Want to know why all the parties have conspired to a judicial default? Because plaintiff fled the foreclosure action seeking to enforce a lost note, and the complaint included a false affidavit. The law firm representing XXXX XXXX fled a false note claiming enforcement.
On XX/XX/XXXX, XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX filed a prior foreclosure action and attached a copy of the note to the complaint. See copy of the note as exhibit " D ''. Te note contained an endorsement on page 5 and a sheet of paper attached to the back of the note as page 6 that contained an endorsement from XXXX XXXX XXXX XXXX to XXXX executed by XXXX XXXX Closing Manager. The document reflects two punch holes on top of the page and also two x marks on top of the document.
On XX/XX/XXXX, XXXX XXXX XXXX XXXX XXXX filed the original note. However, page 5 did not reflect an endorsement and neither a page 6 reflecting the previous endorsement attached to the copy of the complaint at the inception of the case.
On XX/XX/XXXX, XXXX XXXX filed complaint alleging to have lost the note and this time presents another version of the note. The note does not reflect endorsement on age 5, and this time page 6 resurrected or " magically '' reappeared reflecting no punch holes on top pf the page or the two x marks on top of the page. Clearly the plaintiff filed a false note, it is clear that three different versions of the note have been filed. Pursuant to Fla. Statutes F.S 702.105 ( 5 ), if plaintiff seeks to enforce a lost note, destroyed, or stolen instrument, an affidavit must detail a clear chain of of all endorsements, transfers, or assignments of the promissory note that is subject of the action. Statutory compliance is mandatory. Plaintiff does not comply with F.S 702.105 ( 5 ) and can not have standing to enforce a lost note if one of the required elements is not met. See generally, XXXX v XXXX XXXX XXXX, XXXX, XXXX XXXX. XXXX XXXX ( XXXX XXXX XXXX XX/XX/XXXX ).
The endorsement reflecting a transfer from XXXX XXXX to XXXX did not comply with any of the conveyancing Florida Statutes. Under Florida Law corporations may convey real property in accordance with requirements of either section 689.02, Florida Statutes ( 2004 ), section 692.01, Floridas statutes ( 2004 ), or section 692.02, Floridas Statutes ( 2004 ), if a deed is executed by the Corporations president, vice-president or Chief executive officer in compliance with section 692.01, no corporate resolution from the board of directors is required to evidence the authority of the person executing the document. Such authority is granted by statute. If the person executing the deed does not held one of these offices, an authorizing resolution must be obtained and should be recorded. Similarly, if a deed is executed in compliance with section 689.01 but signed by someone other then the President, vice-president, or chief executive officer, an authorizing resolution from the board of directors must be obtained. See id. ( XXXX XXXX XXXX XXXX. XXXX, Title Note XX/XX/XXXX ( XX/XX/XXXX ). See also Real Property Sales Transactions, XXXX ( Fla. Barr XXXX 4th ed. XX/XX/XXXX ) ; XXXX, Uniform Title Standards ( Real Property Probate and Trust Law section of the Fla. Bar ). The record reveals that the endorsement was executed by XXXX XXXX/ Closing/manager and did not held any of the offices such as President, vice-president, or Chief Executive officer, and neither provided a corporate resolution, failing to comply with any of the Fla. Statutory conveyancing statutes, and therefore the allege transfer was ineffective and did not convey title to XXXX much less XXXX XXXX .
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06/12/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
Servicemember |
I have attached a partial transcript that identifies communication with the servicer in the past-this is a partial and not full transcript, as the full transcript is more than 100 pages longthe partial transcript is intended to isolate some of the instances of the investors rejection of viable modification option in the past. Please note the particular case where the servicer had approved a modification, I accepted it, and then the investor, XXXX XXXX, master serviced by XXXX XXXX, rejected a plausible affordable payment solution.
I have multiple situations where the servicer had felt a modification was doable, and then the investor, XXXX XXXX, master serviced by XXXX XXXX, rejected it. Please note in the transcript where I have isolated only a few instances of my efforts to date regarding attempts for modification and at the end of each process, the investor, XXXX XXXX, master serviced by XXXX XXXX, rejected the proposal for modification. I have attached, a copy, of the entire transcript that shows all my interactions with the servicer and their reporting back to my XXXX web file the repeated decisions, which have been rejections by the investor, XXXX XXXX, master serviced by XXXX XXXX.
My full XXXX transcript of communication with the servicer is over 100 pages long which I have saved and preserved for future use if needed. The following transcript is a streamlined version of communication to give you an idea of the struggles of attrition during the entire life of this modification process. Please make note wherever the name servicer is mentioned in a row, on the transcript, and the response by the servicer.
Please review the attached full transcript as needed to present an even clearer picture of the content of each modification rejection by the investor, XXXX XXXX, master serviced by XXXX XXXX. Please note, on particular case, in the row dated XX/XX/XXXX, after the servicer had extended a modification solution with an affordable payment, after I accepted the solution, the investor XXXX XXXX, master serviced by XXXX XXXX, again, rejected it, even after the servicer had extended terms. Note in particularly, that the servicer states in the transcript communication on line item dated XX/XX/XXXX, that the investor has the final say in all matters regarding the extension of any affordable modification solution. It was amazing that the servicer, at the time, approved a modification, posted it on my XXXX web file to accept, and not even minutes later, the investor denied the plausible modification solution, which caused the servicer to state in the end, that the decision is at the sole discretion of the investoreven the servicer was surprised and baffled by the investors rejection of a reasonable affordable payment solution.
Therefore, in the end this is why, although we will remain optimistic that a solution with an affordable payment can be extended, however, the past history by this investor, XXXX XXXX, master serviced by XXXX XXXX, does not suggest a favorable outcome resulting in an affordable payment solution although I qualify when you look at the calculated housing, back, and front end ratios which were calculated by a reputable housing agency. In the end, we hope this will not be another act of futility by the servicer with no actual decision making powers, who have been willing to extend a reasonable affordable payment solution. But the servicer has had their willingness to extend an affordable solution, rejected by the servicer they work for : XXXX XXXX, master serviced by XXXX XXXX.
This is why I am requesting that my advocacy team make an aggressive effort to contact the investor XXXX XXXX, master serviced by XXXX XXXX ; they are the ones who have rejected every offer, not the servicer. One of the servicers representatives even demonstrated their frustration that their attempts to extend an affordable payment solution were rebuffed by the investor. Because of their frustration, the servicer identified the following person, XXXX XXXX, as the liaison to the investor team, please contact him, or the other staff members listed below, at the following contact info to determine why they continue to deny and reject reasonable affordable payment modification offers and other programs that would assist us to stay in our home with reasonable solutions to include : all Principal Reduction Programs, options through the HAMP, Hardest Hit Funds, Keep Your Home CA, and other proprietary solutions, etc. All of the aforementioned programs that could have been applied to my situation for an affordable mortgage payment, that we qualified forhave all been denied, and not accepted, but rejected by the investor XXXX XXXX, master serviced by XXXX XXXX ( Please see the indented, highlighted paragraph below, the entire content between the hash lines was sent back to me from XXXX XXXX email addresses automatic reply system. Please use it to contact XXXX XXXX and the other investor staff, listed in his email, who are believed to be front line personnel for the investor XXXX XXXX, master serviced by XXXX XXXX ) : -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- XXXX XXXX -- XXXX or contact members of his office staff : contact XXXX XXXX at XXXX ( or ) XXXX XXXX at XXXX I will be out of the office Tuesday XX/XX/XXXX. I will have no office contact while out and will respond when I return Wednesday XX/XX/XXXX. BID INSTRUCTIONS FOR LOANS IN XXXX XXXX : Uninsured loans : Total debt is approved PMI insured loans : Bid per PMI insurer requirements, total debt if they fail to set a bid. You may contact XXXX XXXX at XXXX or XXXX XXXX at XXXX if your issue requires immediate attention. Otherwise, please contact me ( XXXX XXXX ) when I return. Thank you. Also try, XXXX XXXX -- XXXX XXXX -- XXXX -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - Again, a third party financial firm believed that our front end, back end, and overall housing ratios, are sufficient to sustain an affordable payment. The lack of payments over the past few years was not our intent nor purpose. We sincerely thought we would have had a modification with an affordable payment within 30 days of visiting XXXX, for modification assistance, the first time we sought them for help with our mortgage. The multiple rejections by the investor team are the reason this modification process is still being pursued, is ongoing, and has become a drudgery.
The investors rationale that we received a modification in the past has been obviously demonstrated as no more than a repayment plan that increased our mortgage amount and placed us in a worsened hardship position, that modification repayment plan did not produce an affordable payment! I will provide all of these instances ( of investor rejections ) in my full XXXX transcript via email for my entire advocacy team to review.
Please see partial transcript attached below regarding some of the relevant communication from the investor XXXX XXXX, master serviced by XXXX XXXX as communicated via the servicer -- the powerless fronts for the investor. Please, any member of my advocacy team, you may use this letter as my authorization for you to contact the aforementioned possible front persons with the investor team : XXXX XXXX, master serviced by XXXX XXXX to continue your advocacy for a reasonable solution for an affordable payment modification once and for all. This has taken a tremendous mental toll on my family. Please help! Respectfully Submitted under the penalties of perjury, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX CA XXXX ( XXXX ) XXXX Last four SS # XXXX XXXX ID # XXXX, Nationstar Mortgage # XXXX, and XX/XX/XXXX XXXX XXXX XXXX XXXX # XXXX -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- The California Homeowner Bill of Rights will ensure that many of the core provisions in the National Mortgage Settlement are extended to home loans that are not currently covered. ( CA Senate Bill 900 ) -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- CC : Chairman House Financial Service Committee ; XXXX XXXX, XXXX ; Atty General, XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX Settlement XXXX and XXXX ; XXXX XXXX, XXXX XXXX XXXX ; XXXX XXXX XXXX ; XXXX XXXX XXXX ; Congressman XXXX XXXX ; XXXX XXXX, California Corporations Commissioner Department of Corporations ; Customer Assistance Group, Office of the Comptroller of the Currency-Case # XXXX ; Mr. XXXX XXXX XXXX, Office of Thrift Supervision, XXXX XXXX, XXXX XXXX XXXX XXXX, Office of the Comptroller of the Currency-Case # XXXX and XXXX and XXXX, XXXX XXXX XXXX, XXXX XXXX XXXX, California Monitoring Office, Consumer Protection Clinic, of the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, A Program of the Attorney General. Mr. XXXX XXXX XXXX XXXX Office of Mortgage Settlement Oversight, California Monitoring Office , Consumer Protection Clinic, of the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, A Program of the Attorney General, Staff Attorney XXXX XXXX , XXXX XXXX XXXX XXXX XXXX.
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02/28/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
|
Re : XXXX MIN XXXX XXXX certified copy of this request SETERUS has been sent via USPS certified mail.
I hereafter " CLAIMANT '' is a victim of predatory lending practices serviced by SETERUS, Inc. or " LENDER '' The CLAIMANT is in acceptance of the amount owed to LENDER for loan number XXXX MIN : XXXX/SETERUS, Inc if the LENDER can provide the following listed exculpatory evidence and explanation of the following documentation associated with this debt signed and dated and or notarized on and/or after XX/XX/XXXX that gives SETERUS, Inc. the right to collect a debt from the CLAIMANT ( 45years ) until XX/XX/XXXX.
In Summary : the CLAIMANT entered into contract of lending prepared by XXXX XXXX, XXXX , XXXX., XXXX XXXX XXXX XXXX XXXX, # XXXX, XXXX XXXX XXXX, UTAH XXXX on XX/XX/XXXX for {$89000.00} ( rounded ) to purchase a home for {$110.00}, XXXX ( appraised at XXXX ) with a conventional, XXXX XXXX backed home at 5.75 % for a 30 year mortgage and Witnessed by XXXX XXXX XXXX XXXX # XXXX. The CLAIMANT paid XXXX cash towards the purchase of the home and applicable costs in cash at closing. According to the Truth in Lending Statement provided for this loan the cost of this home with interest was to be {$180000.00} over the life of the loan. The CLAIMANT was 34 at the inception of XXXX loan XXXX. Under the current terms collected/serviced by SETERUS, Inc. the CLAIMANT will be 72 years old when this loan is paid off.
The CLAIMANT is expected to pay {$250000.00} in Principal and Interest for a home that had an estimated value of {$54000.00} in XX/XX/XXXX when the modification by the LENDER was completed. Under these terms the CLAIMANT is also paying insurance premiums for the value of the home at {>= $1,000,000} Since XXXX. Under the loan agreement the CLAIMANT will have paid an approx. {$95000.00} to insure the home.
History : In XXXX the CLAIMANT began the process of loan modification with XXXX , XXXX. the Loan # XXXX that was the servicer of this loan from XX/XX/XXXX to XX/XX/XXXX. My loan was transferred during the modification to SETERUS, Inc. on XX/XX/XXXX. Note : The reason for loan modification had been due to a gross underestimation in taxes and insurance through escrow that had fluctuated my original payment of {$660.00} to as high as {$950.00} to leveling off at {$700.00} in XXXX, which I paid until XX/XX/XXXX when the CLAIMANT received a loan modification through SETERUS , Inc .
Since XXXX initial investment to the property of {$26000.00} the CLAIMANT has made a minimum of {$50.00} thousand dollars in improvements to the home in out of pocket expenses including and not limited to, air conditioning system, doors windows, electrical, plumbing, roof, exterior stucco and landscaping. The CLAIMANT has {$65000.00} invested in the home including taking responsibility of the all repairs made from damage incurred from Hurricane IRMA.
Listed in this formal complaint are simple requests of documentation from the LENDER SETERUS, Inc. from the CLAIMANT borrower. The CLAIMANT requests CBFS in connection and/or on the Attorney General of the United States to rectify and release the burdens of loan including all fees collected for payment, attorney fees, and property inspections associated in tremble. The following are request for information regarding this loan to the LENDER. Please note that the CLAIMANT has exculpatory evidence and/or reference for all requests list below : 1. Provide a payoff amount for loan number XXXX as issued by SETERUS , Inc . Incorporated dated XX/XX/XXXX.
2. As I have not received a payment coupon for XXXX XXXX payment from SETERUS, Inc the CLAIMANT shall use the XX/XX/XXXX statement of transfer to acknowledge the 30 day period to dispute payment.
3. Provide accounting of all fees collected under loan number XXXX including but not limited to $ 10 monthly fees paid by phone as issued by SETERUS, Inc, Inc. and including reference to of the rights to collect these fees under a signed and notarized contract between The CLAIMANT and the LENDER from XX/XX/XXXX to XX/XX/XXXX.
4. Provide an explanation of letter from the LENDER ask quoted below and dated XX/XX/XXXX to : NOTICE OF DEBT XXXXXXX ( claimant ) XXXX XXXX XXXX, XXXX The total amount owing on your transfer date of XX/XX/XXXX to SETERUS, Inc was {$0.00}. The current amount owing is itemized below. * ( total stated {$79000.00} ) 5. Please provide exculpatory evidence and reference to the contract of mortgage that the CLAIMANT is in fact the borrower and responsible to pay for the following charges as itemized by SETERUS , Inc, Inc. on the above referenced letter. Itemization of Current Amount Owing in boxed columns and lines as described below in reference to above described letter ( 3. ) of this document disregarding Line One as Title Line. * Column 3 Added Charges From SETERUS, Inc 1. Interest Charges in the amount of {$860.00}.
2. Late Charges in the amount {$35.00} 3. Legal/Attorney Fees {$2.00} 4. Property Inspection Costs {$15.00} 5. Total Amount Owing {$79000.00} 6. Please provide the time, date, and full name/company for each inspection performed of the property associated with this loan, their findings, photographs and State of Florida license number for each individual that performed the inspection of home.
7. Please provide the time, date, and full name/company that provide inspection, their findings and State of Florida license number for each individual performing the inspection of home after Hurricane IRMA and charged to the CLAIMANT by SETERUS , Inc. and the findings of these reports and all or any photographs taken during property inspection.
8. Please provide the names of all Board Members and Principles and addresses of all officers of SETERUS , Inc .
9. Provide the name and license number and notarized signature affidavit of the individual that signed a contract for mortgage modification in the State of Florida on XX/XX/XXXX.
10. Provide exculpatory evidence of the LENDERS signed in ink original documents and all of the following documents listed 1-8, including but not limited to, all RESPEC required documents/federal for a mortgage loan loan provided to the CLAIMANT in Good Faith of this Loan agreement by SETERUS , Inc, Inc. Signed/acknowledged by the CLAIMANT.
1. Federal Truth in Lending Statement.
2. Amortization Schedule with final payment.
3. General Warranty Deed.
4. Initial Escrow Disclosure Statement.
5. Florida Lender Disclosure Form.
6. Servicing Disclosure Statement.
7. Notarized Affidavit of Signature 8. All required HUD forms 11. Provide a copy of all additional XXXX XXXX forms associated with this loan as a XXXX XXXX backed mortgage from XX/XX/XXXX to XX/XX/XXXX. Signed/acknowledged by the CLAIMANT.
12. Provide the credentials/title and State of Florida license of all authorized signer 's of the modification agreements and the documents used to determine modification of this loan in the year of XXXX.
13. Provide a Truth in Lending Statement for Loan Modification Agreement dated XX/XX/XXXX and first payment notification of this loan. Signed/acknowledged by the CLAIMANT.
14. Provide the Amortization schedule for Loan Modification Agreement by the LENDER from its inception on XX/XX/XXXX thru to final payment in XXXX.
15. Provide a Notarized Affidavit of Signature from the CLAIMANT for the Loan Modification Agreement dated XX/XX/XXXX.
16. Please Florida Lender Disclosure Form Loan Modification Agreement dated XX/XX/XXXX. Signed/acknowledged by the CLAIMANT.
17. Explain the reason for calling my phone harassment when mortgage was current and the CLAIMANT has repeatedly specified that I to be contacted by USPS/mail only.
1. XX/XX/XXXX ( Mon ) XXXX XXXX 2. XX/XX/XXXX ( Mon ) XXXX XXXX 3. XX/XX/XXXX ( Sat ) XXXX XXXX 4. XX/XX/XXXX ( Thur ) XXXX XXXX 5. XX/XX/XXXX ( Tues ) XXXX XXXX 18. Explain why there is a past due amount charges on my bill that miraculously matches the payment of this loan and describe in detail what each of these charges are pertaining to. Note : I have contacted SETERUS, Inc several times to ask if my mortgage was current and told that they were miscellaneous fees to be explained by written request only.
19. Provide an itemized list of these charges along with the times, dates and license numbers all Attorney fees and property inspection fees.
20. Please provide a detailed explanation of the past due charges on XX/XX/XXXX billing statement that miraculously matches the payment of this loan precisely and describe in detail what each of these charges are pertaining to. Note : I have contacted SETERUS, Inc. several times to ask if the mortgage was current and told that they were miscellaneous fees to be explained by written request only.
21. Please Provide the first Billing Statement with Payment Coupon provide by the LENDER for this loan.
22. Acknowledge that a payment was scheduled for the XX/XX/XXXX installment to SETERUS, Inc. via phone on XX/XX/XXXX.
23. Please provide the names of all individuals/officers of the company of SETERUS , Inc , Inc. that entered into an agreement for loan modification with the CLAIMANT.
24. Provide the last Billing Statement with Payment Coupon sent by SETERUS , Inc .
25. Acknowledge that a payment was scheduled for the XX/XX/XXXX installment to SETERUS, Inc. via phone on XX/XX/XXXX.
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11/12/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
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|
Web |
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Hello, we have big problem once again. There is a foreclosure sale scheduled on our home for XX/XX/XXXX and we are out of options. We have exhausted ourselves with this horrible company. We have had many attempts to receive an affordable monthly payment but no resolution and no affordable monthly payment offer has been given. We have sent in a request for mortgage assistance form along with bank statements taxes paystubs and other documents necessary for a loan modification review. We recently sent Mr. Cooper all documents but Mr. Cooper has the sale still scheduled.
As part of this bailout, on XX/XX/XXXX, the United States Government took over XXXX XXXX and pumped billions, which in XX/XX/XXXX, then Treasury Secretary XXXX XXXX said as much as {$200.00} XXXX would be pumped into XXXX XXXX and XXXX XXXX, each, which was separate from the {$700.00} in TARP funds given out to other lenders.
1. The guidelines issued by the United States Treasury set forth a detailed process whereby a participating servicer, either action or not acting through its subsidiary, must : a. identify loans that are subject to modification under the HAMP program, both through its own review and in response to requests for modification from individual homeowners ; b. collect financial and other personal information from the homeowners to evaluate whether the homeowner is eligible for a loan modification under HAMP ; c. institute a modified loan with a reduced payment amount as per a mandated formula, that is effective for a three-month trial period for borrowers that are eligible for a modification ; and d. provide a permanently modified loan to those homeowners who comply with the requirements during the trial period. Whether the homeowner qualifies for a modification or not, participating servicers are also required to provide written notices to every mortgage borrower that has been evaluated for a loan modification, whether or not the borrower has been found eligible.
HAMP and its associated directives also set prohibitions against certain conduct including demanding upfront payments in order to be evaluated for a loan modification, instituting or continuing foreclosures while a borrower is being evaluated for a loan modification, assigning a single point of contact, maintaining an adequate level communication with borrowers, maintaining proper caseload to ensure HAMP objections are met, and restrictions on the way a servicer may report the borrower to credit reporting agencies.
All servicers have systematically failed to comply with the terms of the HAMP directives and has regularly and repeatedly violated several of its prohibitions. Now that HAMP is over and expired due to servicers prolonging these modifications they are now proceeding with other alternatives.
Under HAMP, the federal government incentivizes participating servicers to make adjustments to existing mortgage obligations in order to make the monthly payments more affordable. Servicers receive at least {$1000.00} for each HAMP modification. However, this incentive is countered by a number of financial factors that make it more profitable for a mortgage servicer avoid modification and to continue to keep a mortgage in a state of default or distress and to push loans toward foreclosure. This is especially true in cases where the mortgage is owned by a third-party investor and is merely serviced by the servicer. However, this incentive is countered by a number of financial factors that make it more profitable for a mortgage servicer such Mr. Cooper to avoid modification and to continue to keep a mortgage in a state of default or distress and to push loans toward foreclosure. This is especially true in cases where the mortgage is owned by a third-party investor and is merely serviced by Service companies because Service companies do not carry a significant risk of loss in the event of foreclosure.
California Business and Professions Code 17200 et seq., also known as the California Unfair Competition Law ( UCL ), prohibits acts of unfair competition, including any unlawful, unfair, or deceptive business act or practice as well as unfair, deceptive, untrue or misleading advertising. Mr. Cooper and all other previous servicers and their Investors conduct was unlawful in that : They illegally began and prosecuted the non-judicial foreclosure based on the lien to the 1st Deed of Trust, despite i was not in breach of payments on said lien ; They engaged in the uniform practice of requesting unnecessary documentation, seeking repetitive submissions of the same documents, and never rendering a decision, and in doing so, such activity provides the basis for an unfair inquiry and could deceive the public because it places burdensome requirements on me that served no purpose but to provide a basis for either engaging in Dual Tracking by selling my home and by denying loss mitigation options, such as loan modifications ; They failed to properly consider loan modification applications before trying to sell my home.
1. On information and belief, Mr. Cooper does not own a significant majority of the loans on which it functions as servicer.
2. Economic Factors that discourage Mr. Cooper from meeting its obligations under HAMP by facilitating loan modifications include the following : a. Mr. Cooper may be required to repurchase loans from the investor in order to permanently modify the loan. This presents a substantial cost and loss of revenue that can be avoided by keeping the loan in a state of temporary modification or lingering default.
b. The monthly service fee that Mr. Cooper, as the servicer, collects as to each loan it services in a pool of loans, is calculated as a fixed percentage of the unpaid principal balance of the loans in the pool. Consequently, the modifying of a loan to reduce the principal balance results in a lower monthly fee to the servicer.
c. Fees that Mr. Cooper charges borrowers that are in default constitute a significant source of revenue to it. Aside from income Mr. Cooper directly receives, late fees and process management fees are often added to the principal loan amount thereby increasing the unpaid balance in a pool of loans and increasing the amount of the servicers monthly service fee.
d. Entering into a permanent modification will often delay a servicers ability to recover advances it is required to make to investors of the unpaid principal and interest payment of a non-performing loan. The servicers right to recover expenses from an investor in a loan modification, rather than a foreclosure, is often less clear and less generous.
e. Fixed overhead costs involved in successfully performing loan modifications involve up-front costs to the servicer for additional staffing, physical infrastructure, and expenses such as property valuation, credit reports and financing costs.
3. Rather than allocating adequate resources and working diligently to reduce the number of loans in danger of default by establishing permanent modifications, Mr. Cooper has serially strung out, delayed, and otherwise hindered the modification processes that it contractually undertook to facilitate when it accepted billions of dollars from the United States. Mr. Cooper delay and obstruction tactics have taken various forms with the common result that my loan serviced by Mr. Cooper, in which im eligible for permanent loan modifications, and have met the requirements for participation in HAMP, have not received permanent loan modifications to which iam entitled.
4. By failing to comply with the California Homeowner Bill of Rights ; specifically, by engaging in the unlawful practice of Dual Tracking, Mr. Cooper has left me in a state of despair and panic as I seek a loan modification from Mr. Cooper, only to have my home wrongfully, oppressively and illegally sold out from under my feet.
We have been in a fighting battle with our bank/ servicer Mr. Cooper for a very long time I mean very long time. We have been trying for a loan mod. Recently its getting worse and worse and the bank keep pressuring and not providing an affordable loan mod. that we can afford which will help us keep the home and not throw us out on the streets. Recently we mailed and faxed in a copy of the request for mortgage assistance and all required documentation to be reviewed for a loan modification. Mr. Cooper keeps prolonging this process. Mr Cooper now are saying that have all documents received for a review and are now in a review but they still have our home under a foreclosure sale.
If Mr. Cooper proceeds to sell my home while having a complete request for loan modification review packet then they will be in violation of multiple laws including but not limited to my California Home Owner Bill of Rights Act Mr. Cooper has still placed my home on a foreclosure sale set for XX/XX/XXXX and has not CANCELLED the foreclosure sales until the review and an affordable loan modification and the process has been approved and agreed upon not some {$4000.00} monthly payment that no one can afford but one that is reasonable and that if helping the borrower not a ridiculous sum that will force us to move out. We sent them all documents and are in review at the moment but why have they not yet removed the foreclosure sale.
Thank you.
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11/07/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Older American |
Terms of homeowners inquiry : 1. Automatic PMI termination reached 78 percent of original valued XX/XX/XXXX but still NATIONSTAR, alias Cooper continued to demand homeowner to pay to the present day the PMI! CANCEL PMI. REMOVE FROM PMI FROM ESCROW ACCOUNT TO REDUCE MONTHLY MORTGAGE, IMMEDIATELY! See attach.
2. Nation Star accessed Legal Fees about XX/XX/XXXX in the amount of {$570.00} and additional Legal Fees and Property Inspection immediately after homeowner refused coerced modification proposal in the amount of {$730.00}. Please identified legal fees, or pre-foreclosure fee , county filed, date, attorney, copy of legal document, all pertinent legal and public document pertaining to monies and fees accessed to the XXXX XXXX XXXX XXXX, Georgia Property. See attach.
a. When foreclosure documents were filed in XXXX County by third party attorney fees were paid in XX/XX/XXXX to Nationstar, alias Cooper as well as re-instatements fees. PAID CASHIER CHECK TO NATIONSTAR DESIGNATED ATTORNEY.
b. Lender is required to provide accountability to borrower.
3. Request to remove ENTIRE escrow account from mortgage ; i.e. homeowner elects to be responsible to pay the tax liability and property insurance.
4. HISTORY -- Receipt dates of mortgage Payments from XXXX to XXXX of account.
HISTORY -- Total Amount of Mortgage Received from XXXX to XXXX of account.
In other words, please supply Transaction History as Nationstar provided to online customers before as shown in DOCUMENT A, effective date, payment, amount, principle, interest,,,,,,,. Customer friendly!!!!! As noted, Document A, notes last online accepted webpage payment, XX/XX/XXXX & XX/XX/XXXX were rejected.
Action Items : cancel PMI ; establish legal fees, cancel escrow, and request QWR.
THE NINETY DAYS HAS SURPASSED WITHOUT COOPERS PROVIDING HOMEOWNERS REQUESTS, ADJUSTMENTS, CORRECTIONS, EXPLANATIONS, REDRESS, ACCOUNTABILITY, DOCUMENTS, TRANSCRIPTS, OR ANY TYPE OF PERTINENT RECORDS REGARDING LEGAL EXPEDITURES, PMI INSURANCE IS STILL BEING COLLECTED!
Not only have they failed to oblige Homeowners but ACCESSED MORE UNIDENTIFIED LEGAL FEES, ..THESE UNKNOWN FEES ARE ADDED CONTINUOUSLY SO HOW CAN I KNOW WHAT MY CURRENT MONTHLY MORTGAGE WILL BE.THESE FEES ARE ADDED AFTER THE STATEMENTS ARE MADE. AND I WONDER WHETHER THEY ARE DONE INTENTIONALLY!!!! Terms of homeowners inquiry : 1. Automatic PMI termination reached 78 percent of original valued XX/XX/XXXX but still NATIONSTAR, alias Cooper continued to demand homeowner to pay to the present day the PMI! CANCEL PMI. REMOVE FROM PMI FROM ESCROW ACCOUNT TO REDUCE MONTHLY MORTGAGE, IMMEDIATELY! See attach.
2. Nation Star accessed Legal Fees about XX/XX/XXXX in the amount of {$570.00} and additional Legal Fees and Property Inspection immediately after homeowner refused coerced modification proposal in the amount of {$730.00}. Please identified legal fees, or pre-foreclosure fee , county filed, date, attorney, copy of legal document, all pertinent legal and public document pertaining to monies and fees accessed to the XXXX XXXX XXXX XXXX, Georgia Property. See attach.
a. When foreclosure documents were filed in XXXX County by third party attorney fees were paid in XX/XX/XXXX to Nationstar, alias Cooper as well as re-instatements fees. PAID CASHIER CHECK TO NATIONSTAR DESIGNATED ATTORNEY.
b. Lender is required to provide accountability to borrower.
3. Request to remove ENTIRE escrow account from mortgage ; i.e. homeowner elects to be responsible to pay the tax liability and property insurance.
4. HISTORY -- Receipt dates of mortgage Payments from XXXX to XXXX of account.
HISTORY -- Total Amount of Mortgage Received from XXXX to XXXX of account.
In other words, please supply Transaction History as Nationstar provided to online customers before as shown in DOCUMENT A, effective date, payment, amount, principle, interest,,,,,,,. Customer friendly!!!!! As noted, Document A, notes last online accepted webpage payment, XX/XX/XXXX & XX/XX/XXXX were rejected.
Action Items : cancel PMI ; establish legal fees, cancel escrow, and request QWR.
THE NINETY DAYS HAS SURPASSED WITHOUT COOPERS PROVIDING HOMEOWNERS REQUESTS, ADJUSTMENTS, CORRECTIONS, EXPLANATIONS, REDRESS, ACCOUNTABILITY, DOCUMENTS, TRANSCRIPTS, OR ANY TYPE OF PERTINENT RECORDS REGARDING LEGAL EXPEDITURES, PMI INSURANCE IS STILL BEING COLLECTED!
Not only have they failed to oblige Homeowners but ACCESSED MORE UNIDENTIFIED LEGAL FEES, ..THESE UNKNOWN FEES ARE ADDED CONTINUOUSLY SO HOW CAN I KNOW WHAT MY CURRENT MONTHLY MORTGAGE WILL BE.THESE FEES ARE ADDED AFTER THE STATEMENTS ARE MADE. AND I WONDER WHETHER THEY ARE DONE INTENTIONALLY!!!!
Terms of homeowners inquiry : 1. Automatic PMI termination reached 78 percent of original valued XX/XX/XXXX but still NATIONSTAR, alias Cooper continued to demand homeowner to pay to the present day the PMI! CANCEL PMI. REMOVE FROM PMI FROM ESCROW ACCOUNT TO REDUCE MONTHLY MORTGAGE, IMMEDIATELY! See attach.
2. Nation Star accessed Legal Fees about XX/XX/XXXX in the amount of {$570.00} and additional Legal Fees and Property Inspection immediately after homeowner refused coerced modification proposal in the amount of {$730.00}. Please identified legal fees, or pre-foreclosure fee , county filed, date, attorney, copy of legal document, all pertinent legal and public document pertaining to monies and fees accessed to the XXXX XXXX XXXX XXXX, Georgia Property. See attach.
a. When foreclosure documents were filed in XXXX County by third party attorney fees were paid in XX/XX/XXXX to Nationstar, alias Cooper as well as re-instatements fees. PAID CASHIER CHECK TO NATIONSTAR DESIGNATED ATTORNEY.
b. Lender is required to provide accountability to borrower.
3. Request to remove ENTIRE escrow account from mortgage ; i.e. homeowner elects to be responsible to pay the tax liability and property insurance.
4. HISTORY -- Receipt dates of mortgage Payments from XXXX to XXXX of account.
HISTORY -- Total Amount of Mortgage Received from XXXX to XXXX of account.
In other words, please supply Transaction History as Nationstar provided to online customers before as shown in DOCUMENT A, effective date, payment, amount, principle, interest,,,,,,,. Customer friendly!!!!! As noted, Document A, notes last online accepted webpage payment, XX/XX/XXXX & XX/XX/XXXX were rejected.
Action Items : cancel PMI ; establish legal fees, cancel escrow, and request QWR.
THE NINETY DAYS HAS SURPASSED WITHOUT COOPERS PROVIDING HOMEOWNERS REQUESTS, ADJUSTMENTS, CORRECTIONS, EXPLANATIONS, REDRESS, ACCOUNTABILITY, DOCUMENTS, TRANSCRIPTS, OR ANY TYPE OF PERTINENT RECORDS REGARDING LEGAL EXPEDITURES, PMI INSURANCE IS STILL BEING COLLECTED!
Not only have they failed to oblige Homeowners but ACCESSED MORE UNIDENTIFIED LEGAL FEES, ..THESE UNKNOWN FEES ARE ADDED CONTINUOUSLY SO HOW CAN I KNOW WHAT MY CURRENT MONTHLY MORTGAGE WILL BE.THESE FEES ARE ADDED AFTER THE STATEMENTS ARE MADE. AND I WONDER WHETHER THEY ARE DONE INTENTIONALLY!!!!
Terms of homeowners inquiry : 1. Automatic PMI termination reached 78 percent of original valued XX/XX/XXXX but still NATIONSTAR, alias Cooper continued to demand homeowner to pay to the present day the PMI! CANCEL PMI. REMOVE FROM PMI FROM ESCROW ACCOUNT TO REDUCE MONTHLY MORTGAGE, IMMEDIATELY! See attach.
2. Nation Star accessed Legal Fees about XX/XX/XXXX in the amount of {$570.00} and additional Legal Fees and Property Inspection immediately after homeowner refused coerced modification proposal in the amount of {$730.00}. Please identified legal fees, or pre-foreclosure fee , county filed, date, attorney, copy of legal document, all pertinent legal and public document pertaining to monies and fees accessed to the Property. See attach.
a. When foreclosure documents were filed in by third party attorney fees were paid in XX/XX/XXXX to Nationstar, alias Cooper as well as re-instatements fees. PAID CASHIER CHECK TO NATIONSTAR DESIGNATED ATTORNEY.
b. Lender is required to provide accountability to borrower.
3. Request to remove ENTIRE escrow account from mortgage ; i.e. homeowner elects to be responsible to pay the tax liability and property insurance.
4. HISTORY -- Receipt dates of mortgage Payments from XXXX to XXXX of account.
HISTORY -- Total Amount of Mortgage Received from XXXX to XXXX of account.
In other words, please supply Transaction History as Nationstar provided to online customers before as shown in DOCUMENT A, effective date, payment, amount, principle, interest,,,,,,,. Customer friendly!!!!! As noted, Document A, notes last online accepted webpage payment, XX/XX/XXXX & XX/XX/XXXX were rejected.
Action Items : cancel PMI ; establish legal fees, cancel escrow, and request QWR.
THE NINETY DAYS HAS SURPASSED WITHOUT COOPERS PROVIDING HOMEOWNERS REQUESTS, ADJUSTMENTS, CORRECTIONS, EXPLANATIONS, REDRESS, ACCOUNTABILITY, DOCUMENTS, TRANSCRIPTS, OR ANY TYPE OF PERTINENT RECORDS REGARDING LEGAL EXPEDITURES, PMI INSURANCE IS STILL BEING COLLECTED!
Not only have they failed to oblige Homeowners but ACCESSED MORE UNIDENTIFIED LEGAL FEES, ..THESE UNKNOWN FEES ARE ADDED CONTINUOUSLY SO HOW CAN I KNOW WHAT MY CURRENT MONTHLY MORTGAGE WILL BE.THESE FEES ARE ADDED AFTER THE STATEMENTS ARE MADE. AND I WONDER WHETHER THEY ARE DONE INTENTIONALLY!!!!
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03/28/2020 |
Yes |
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- Trouble during payment process
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Web |
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Dear CFPB Agent : Although I am not currently behind in mortgage payments for my investment property in Colorado, I have recently had to borrow money ( {$1600.00} so far ) to cover my mortgage payments on this FHA-backed Fourplex apartment building. I have had to do so because I have lost one of my four tenants due to their COVID-19-related job loss. The remaining tenants have ceased making mortgage payments, citing the Colorado Governor 's ( Mr. XXXX XXXX ) decision to communicate to the public that landlords should not evict non-paying tenants. Although this declaration is not legally binding, my remaining tenants have taken it as law and refuse payment. Two of them have experienced income loss due to the COVID-19 pandemic, while the other has simply refused to pay rent. My total carrying cost for the building including utilities is approximately XXXX XXXX/month. I am unable to borrow additional cash to cover this monthly expense due to other financial obligations that can not me modified.
I have reviewed FHA guidelines for loan servicing companies working on behalf of my loan 's guarantors during the COVID-19 pandemic and I have documented that my company, Nationstar Mortgage D/B/A " Mr. Cooper '' ( hereafter, " loan servicer '' ), has an obligation to provide me with an option of loan forbearance for at least three months ( 90 days ). In fact, the loan servicer advertises this option on their website at https : //www.mrcooper.com/blog/2020/03/20/coronavirus/. The loan servicer writes on this page, " If you are experiencing a financial crisis due to the pandemic, you have the option to temporarily pause your mortgage payments '' and " If you are unable to make your payment by XX/XX/XXXX due to the pandemic, were here to help. '' My complaint involves inability or refusal on the part of the loan servicer to provide me with this option.
The loan servicer offers no online application option for me to request a forbearance in a timely fashion, so that I might allow my tenants to continue to remain housed without paying rent. I have called their Customer Service phone number shown on their website ( XXXX ) on six occasions during their posted business hours. Dates of my calls range from Monday, XX/XX/XXXX through Saturday, XXXX XXXX, 2020. After calling the above number on the first five occasions from XX/XX/XXXX through XXXX, the loan servicer informed me via automated voice message that the company is experiencing high call volume, and advised me in the voice message to " try again later '' - before the loan servicer disconnected the call on their end. Again, this happened five times.
To give you an example of the loan servicer 's extreme inability or refusal to provide me with a forbearance option : on Saturday, XX/XX/XXXX I placed my sixth call to the loan servicer at approximately XXXX XXXX CT, which is within the loan servicer 's advertised business hours ( XXXX XXXX - XXXX XXXX CT, as advertised here : https : //www.mrcooper.com/contact_us ). This time, the loan servicer did not automatically disconnect my call. Rather, I was placed on hold for 1 hour and 45 minutes, before I was connected to a Customer Service Representative ( hereafter, " Representative '' ). The Representative ( XXXX, ID number XXXX ) asked me the reason for my call and I stated that I am experiencing financial hardship related to COVID-19 and I am requesting a forbearance as soon as possible. The Representative noted she would have to transfer me to another division handling requests for forbearance. I asked what the wait time would be, but she stated she could not provide me with that information. I thanked her and was transferred at approximately XXXX XXXX CT. I waited again on hold until approximately XXXX XXXX CT ( a wait of 4 hour and 50 minutes ), while the loan servicer 's automated voice message stated at intervals of every 30 seconds throughout this wait time, " We appreciate you holding and we'll be with you as soon as possible. '' When my call finally went through to the loan servicer at XXXX XXXX CT, I spoke with XXXX ( ID XXXX ; hereafter, " Representative 2 '' ) who again asked the reason for my call. I stated again that as a landlord I am experiencing financial distress due to my three existing tenants ' inability or unwillingness to pay rent, related to their loss of work hours due to the COVID-19 pandemic. I also noted the vacancy ( my fourth tenant ) which is also related to the COVID-19, as the tenant left his apartment ( with {$1500.00} in damages ) due to loss of income. I stated to the Representative 2 that I am requesting forbearance, and requested permission from the Representative 2 to record the call, which she granted, and at that point I initiated a voice recording of our conversation. I stated that I am documenting the difficulties that landlords and others are experiencing in utilizing the forbearance option provided by FHA, and verified her first name and ID number. I asked if there is any way I may contact her directly, so that I do not have to wait on hold for more than four and a half hours, if I need to follow up with her. She stated I could call the same Customer Service number I had called to reach her ( XXXX ) and enter her ID number which also serves as her extension number. I stated I did not believe the automated voice answering system allowed me to contact her directly, and that I did not have the ability to wait on hold for four and a half hours each time I needed to follow up with her or her colleagues regarding my request for a forbearance. She provided no other option for reaching her, again advising I should call the Customer Service number.
The Representative 2 stated that my loan has been " coded '' for forbearance, and she read me some required language. That language included her statement that I would not be assessed late fees nor would my non-payment be reported to the credit agencies. She stated that she would mail me an application as required by FHA, to arrive via mail in 5-10 business days.
I asked if I am immediately protected from late fees and credit reporting as of her " coding '' my loan, or if that benefit would not be provided by the loan servicer until I wait 5-10 business days, complete the paperwork, return it to the loan servicer, and be approved for the forbearance. She said she did not know the answer to my question, but said she would find out. The Representative 2 volunteered that the application for a forbearance is available on the Mr. Cooper website, to which I replied I did not believe that to be the case, as I had searched the website repeatedly for that option. I asked if she could point me to that option on the Mr. Cooper website as I would much prefer to apply electronically so that I would not have to wait for the mailed application. She stated she " had seen that option '' on the website and said she would look at the website to direct me to the online application. I waited quietly for about two more minutes, taking great care to maintain my phone battery ( it was plugged in ) and to not touch the phone, until the Representative 2 disconnected the call on her end. I immediately called the Customer Service number again, but found no option to connect directly to the Representative 2 in the automated phone directory.
At this time, I do not know whether I am to receive the benefit of no late fees or no credit reporting immediately or only upon approval of my forbearance request. This is essential information that I must have now to make further decisions relating to my property. I do not know if I will receive the application via mail. The Representative 2 did not verify my mailing address, nor ask me for my phone number in the event we were to be disconnected, at any time during our call. As I can not pay my XXXX mortgage payment, I am left wondering whether I need to dedicate another Saturday to calling the loan servicer and waiting on hold for possibly another four or five hours. This long period of time I need to dedicate to request and initiate the forbearance is not something I can continue doing, as I have an apartment to rehab ( out of pocket ) and very little extra time for such long wait times.
I believe FHA has nationally provided the forbearance option to resolve exactly this kind of situation : to offer relief to landlords to help us delay foreclosure on tenants in FHA-backed apartments during this extremely difficult time. At this time, I have cancelled my autopay to the loan servicer and will not be paying my mortgage in XXXX, so that I have funds available for rehab of the units ( assuming I am not allowed to take advantage of the forbearance option due to barriers such as I am describing in this complaint ), and to pay an attorney to assist me in evicting three families at the same time, in the event they continue to be unwilling or unable to pay rent.
I will continue contacting the loan servicer on a daily basis through the end of XXXX and into XXXX as my time allows, although I have no confidence they will initiate the forbearance process for me and relieve me of late fees and negative credit reporting in XXXX. From my perspective, the loan servicer and its President and CEO XXXX XXXX, have failed me, my tenants, and the FHA.
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10/05/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
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Web |
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You acknowledge your SPOC did call me back attentively to help avoid this payment issue contrary to what you and others have stated previously without evidence. You acknowledged she also did not leave a voicemail like a responsible agent would do. So the previous replies to my complaints were lies, which is why we are now on a 7th/8th request. Now what are you all doing to make up for this customer service issue other than refusing to help a clients record which financial institutions can do, especially if it was a result in part to your financial institutions negligence, poor customer service and communication?
8th Request I have five questions I look forward to hearing answers to. 1 ) Why were outbound attempts not approved till XX/XX/XXXX when I called my SPOC several times with questions in XXXX of XXXX? 2 ) Why would you give an SPOCs contact information in letters to customers including the winter of last year to reach out to them with several voicemails and they never answer the phone for incoming calls? 3 ) But then say that they also cant make outgoing calls? You ignored my question that I asked before. 4 ) Repeating again, if XXXX called me on XX/XX/XXXX did she leave a voicemail? 5 ) Where is your proof? I have no record of a missed call or a voicemail from XXXX. I did not receive calls for help before XXXX XXXX. Please remove the DNC now that you just made that up as an excuse a month or so ago way after you all gave so many other poor excuses. Also please go back to my previous questions below, copy and paste the questions with your direct answers next to them to keep things organized. 5th request 1 ) The company doing the same problems that led up to this mess. They are not listening and sent repeated information ( dated XX/XX/XXXX from the 4th request and XX/XX/XXXX from around the first request ) despite me giving them a rebuttal that their response to the 4th and 1st request was irrelevant. Instead of trying to listen, empathize and problem-solve for customers during these pandemic times. You said XXXX tried to call me on XX/XX/XXXX and it went to voicemail. Did she leave a voicemail? Do you have proof? I have no evidence or call history that she called me nor left a voicemail. Your company has lied and manipulated many times. How do we know this is not another attempt? 2 ) And a do not call is another poor excuse instead of problem solving. That was in relation to marketing and I still have gotten calls after that request regardless. After 5 attempts you are now just bringing up a do not call block on the account in XXXX, but I have received calls from your new associate since then who can not do anything buy relay information that you all have decided. Not give you information and feedback to improve or resolve. You said the online figure is due to late fees then admitted that were no late fees. So why total due discrepancy between online and statements? Why was the online inaccurate and caused me to pay more than I needed to despite several calls to clear things up with your customer service? 4th request : 1 ) You all repeatedly wanted me to reach out to my SPOC but they did not respond. And then when I ask repeatedly for them to reach out to me, and you all say they will, they don't and a new excuse after the fact is made they can't make outbound calls and pandemic business. But I've received outbound calls from an SPOC in the past. And it doens't make sense if I reach out to her and leave a voicemail. How will she return the customers call for excellent customer service if they can't make outbound calls? In addition, I wasn't getting called back about my concerns before the pandemic businesss. 1.5 ) You want me to communicate with you directly but when i did to Mr. Cooper, it took several months to get a proper response. And your SPOC has still not contacted me. We've spent all this time and resources hammering out this dispute when it could have been just resolved by removing the reported issue as for the poor service. Now I have to document complaints to regulatory authorities and other consumers to see how Mr. Cooper rejects and treats the loyal customers. You said my new Single Point of Contact ( SPOC ) was contacted by you all on XX/XX/XXXX to respond to me since XX/XX/XXXX. I have still not heard anything from her. She is doing the same problem as the last representative poor responsiveness and care for your customers to educate and assist them. You said you did not receive a payment from XXXX to XXXX. But you did not mention the poor communication from your phone agent that miscommunicated I didn't have to make a payment while on forbearance basically without repercussions. And while you did not receive a payment from XXXX to XXXX no notification was sent regarding hurting my credit or even a return call from the original SPOC when I reached out to her for guidance and assistance in XX/XX/XXXX and many attempts after in XXXX. The forbearance plan was terminated early due to the poor guidance and assistance of your customer service reps. And I did not receive the appeal letter in due time to stop the forbearance from cancelling.They gave poor information and no response when reached out to. My credit report still shows more than one payment behind as reported. And the one for XXXX should be removed as goodwill and good faith since all payments were paid in full after the miscommunication by reps were realized. And you did not address my previous complaints which include the following : I want my payment lowered due to the misleading and faulty escrow analysis that was dated XX/XX/XXXX and told me I needed to pay by the same day XX/XX/XXXX to avoid escrow shortage and payment increase. You can not legitimately snail mail a letter dated the same day for payment the same day and the receiving party receives the letter a weeks or months after the same day payment request. It is also unrealistic it was actually mailed XX/XX/XXXX anyway to be receiving it in XXXX, USPS fault or not, this should have properly and professionally analyzed, assessed and mailed or contacted the customer expediently. The date mailing almost constitutes fraud. I requested several days ago to Nationstar research department to have her contact me and she never has. It seems it is not a representative issue, but a company issue. Similar to the previous poor communication about my credit and the poor customer service in refusing to remove my XXXX late payment for good customer service and all the problems the company has admitted along the way. I've already paid the payments in full and despite the company saying they can not remove the credit remark, it is well known that companies can out of compromise, care, and good faith for customers that they can remove it. Especially when said late payments were taken care of and paid in full. Nationstar has little to gain by leaving the credit remark, when payments were paid in full, but still want to keep the mark there out of spite or just poor customer service empathy and doing whats right for customers in these pandemic times. Remove credit disparagement for XXXX as for misunderstanding, poor service Or at least document communication misunderstanding within credit report and mention customer has never had a payment issue like this before this miscommunication issue 2 ) You all should have the name, date and time of call. You all should have the technology, compliance, management and oversight to have this followed-up upon. In fact, I was told by others that they already found the call and reviewed it. Why am I hearing 2 different stories from Mr. Cooper all of a sudden? 3 ) You said the online payment due included late fees but then said there were no late fees. Huh? So miscommunication again on you all 's side resulted in paying an over-payment that was not needed. This explanation you give now, why was it not provided BEFORE I made the unnecessary payment? 3.5 ) Also, your website and employees have communicated incorrectly and improperly repeatedly causing miscommunication with this whole payment fiasco. For example, you website said I needed to pay {$1200.00} due to be current. Despite the last statement saying only {$980.00}. 4 ) The escrow analysis was faulty. That's why y'all had to send an updated escrow analysis with the due amount changed. And your system should have been customer focused and gave the option or already knew to apply that escrow amount to the escrow bill, not mortgage payment. 5 ) Out of so much poor communication with your reps and callousness for how you treat customers despite y 'all 's errors, long hold phone times, unresponsive loan specialists, and website technical difficulties, I repaid the higher balance to be safe than sorry. Low and behold, I did not need to pay what your site said I should pay and the extra {$300.00} turned into additional principal. You all wasted {$300.00} of mine I could of used during these pandemic stay at home times to take care of my family and other more pertinent needs during this crisis. I felt I had no choice out of fear/concern to pay the incorrect higher amount due to the level of callous treatment and mistrust gained from " Mr.Cooper, the customer service friendly company '' during these pressing times.
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03/27/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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XX/XX/XXXX Hello, My home located in XXXX XXXX, Florida was damaged when Hurricane Michael came ashore nearby XX/XX/XXXX. I immediately contacted my insurance company XXXX XXXX, the following day to begin the rebuilding process. I also contacted my mortgage company ; Mr. Cooper Loans within the following 3 business days.
I have struggled with the rebuilding process and unfortunately the actions now taken by Mr. Cooper Mortgage has brought the repairs to a complete halt and my need for your assistance is at an emergency status. XXXX XXXX has issued the following payments that I immediately sent to Mr. Cooper for processing ( dates included ) ; XXXX {$35000.00} Mr. Cooper endorsed and released for repairs.
XXXX {$8700.00} Mr. Cooper endorsed and released for repairs.
XXXX {$55000.00} Mr. Cooper still is withholding.
XXXX {$5400.00} Mr. Cooper still is withholding.
XXXX {$4000.00} Mr. Cooper still is withholding.
To date I have had AND supplied Mr. Cooper with the documentation ( receipts, invoices, inspection approval, etc. ) showing that I have had the following repairs completed and paid for.
{$15000.00} Roof Replacement {$2000.00} Electrical Repair {$4500.00} Installment on Drywall and Insulation Replacement {$3500.00} Pool Repair {$5500.00} Fence Replacement {$15000.00} Cabinetry {$47000.00} Total from above ( Repairs completed and Paid ) - XXXX Endorsed and Released by Mr. Cooper -- -- -- -- -- -- -- -- - {$3300.00} Out of Pocket left awaiting reimbursement Beyond the above issue of being out of pocket {$3300.00} and the documents to prove this. The reason the last two checks ( {$5400.00} and {$4000.00} ) were separate from the check sent on the same day for {$55000.00} was because XXXX XXXX specifically documented on the check stubs and other supporting documentation that they were for reimbursement to me for certain repairs ( listed in detail on each one ) AND specifically to purchase a portable building that the insurance company had significantly underpaid me previously for. The purchase of this portable building, I have not had the funds to complete until Mr. Cooper releases funds however they have the invoice and instructions from XXXX XXXX for the funds received.
Now to their reasoning for not releasing funds : they have had so many and over 6 week- I will list and explain the reasons and my responses as I have tried so many times to resolve this with them.
1. Their first issue was that an inspection needed to be completed to show that at least 50 % of the repairs had been completed. I welcomed that opportunity and immediately made myself available and the inspector approved repairs and even went beyond 50 % complete to 70 % complete. The inspection was completed on XX/XX/XXXX and approved on XX/XX/XXXX.
2. Then, although my General Contractor for all inside home repairs, roofing, and siding was to be XXXX XXXX XXXX XXXX XXXX ; my Contractor is and has always been XXXX XXXX for Pool Repairs- this ALSO is listed on the Insurance Adjusters worksheet as well ; and as for Screen Room, Awning, Patio, and Fence was listed as XXXX XXXX on the Insurance Adjusters worksheet very clearly. All 3 contractors license and information were sent in with the paperwork as received.
Unfortunately, XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX due to a discrepancy in billing and dissatisfaction with repair being done and the owners frustration in delay of payment from Mr. Cooper decided to terminate the contract. Mr. Cooper decided that although XXXX XXXX was only 1 of 3 contractors listed- they would STOP ALL funds from moving forward as opposed to just XXXX XXXX.
Despite consistent calling and getting different information from Mr. Coopers Loss Claim department, I stayed on track while sending in the necessary documents they asked for- I also began getting estimates from sub-contractors to complete the remaining repairs. Each time I sent in something they requested ( ex. Letter from XXXX XXXX stating acknowledgment of termination ) I was told this was all they needed, that was all that was holding the funds up and progress from being made. However, the next phone call it was something else.
3. Last Thursday, XX/XX/XXXX I was able to upload the SIGNED final invoice from XXXX XXXX and was told by a Mr. Cooper representative XXXX that she was sending my current estimates through for approval and I explained the importance because this delay was causing an approaching time that the contractors were needing funds and I could not keep paying out of pocket PLUS my current living arrangements would be ending XX/XX/XXXX. She assured me that this would be a 7- day process and that the funds would be overnighted once approved. She stated that they could only process 2 estimates/invoices at a time ( which I could not understand yet I had no choice at the time other than to accept what they say ) and she was going to send through the XXXX XXXX Invoice and 1 of my reimbursement requests. My plan was that if this was indeed the case I would just pay upfront my next repair with the reimbursement funds when they arrived to prevent stopping the repairs on the home.
4. Then yesterday, Tuesday XX/XX/XXXX ; I called Mr. Cooper Loss Claim department to get the status of last weeks request and was told first by a representative then later by a manager XXXX that last weeks disbursement was denied because they had ANOTHER document that they needed me to sign regarding the termination of XXXX XXXX XXXX XXXX XXXX contract.
This was never brought up before nor had I been contacted of this hold up. XXXX informed me that if I allowed her to fax it to mesigned it -- - and faxed it immediately back to her- that this was the only thing holding the claim up. Of course, I did so immediately, then ...
5. Later yesterday afternoon ( XX/XX/XXXX ) ; I called and spoke with XXXX to discuss that as I explained to her earlier I CAN NOT keep paying out of pocket, meeting with contractors, getting on their schedule, watching my house rot as portions are not covered because they will not release funds for vinyl siding, and now that I can no longer trust that they WILL EVER reimburse me this is a very scary circumstance they are forcing upon me ; I am now going to be forced to cancel contractors that I have worked so hard to get scheduled and then defiantly will run out of time on my living arrangement covered and provided by XXXX XXXX. She then explained that she COULD possibly get the approval in real time which I came to understand as while I was on hold so she tried and then was told by someone in that department that they would need to re-look at the account. With that said, I knew then I had done all I could, and I am going to be forced to cancel repairs.
6. I called again this morning and was told the same thing that it could take up to 7 days and even then, they would only process one estimate at a time.
7. She also this morning went on to say that even if they did approve ONE of my needed upcoming repairs that at that point I would need an inspection to prove 75 % of the repairs were complete. I explained to her and she confirmed that the inspector approved it at 70 % and they have not released ANY funds since that inspection and she still insisted on a 75 % inspection so I ended the call explaining how I was being forced to cancel repairs and I could no longer pay out the funds and that I would welcome the inspector because even though they had not paid out any funds ; I had paid for the front door replacement and the kitchen cabinets installation would be completed next week. If, the inspector follows his same guidelines then I know I will have increased by more than 5 %.
This is a very unfortunate circumstance because the home is close to being livable again and I am single, XXXX mom so I am asking for any assistance your agency can provide. I am current on my mortgage payments however I have in the past fell behind due to a four year long divorce and an ex husband that currently is over {$10000.00} behind on child support. I feel that I have done everything possible to resolve this and am truly being forced to soon be homeless.
I also must mention that I have incurred the cost of the deductible through Personal Property Damage and the Mold policy deductible and both of these costs are not involved in the above amounts. These amounts are strictly related to funds made payable to Mr. Cooper.
Lastly, Mr. Cooper had first informed me that they would endorse and release funds to {$50000.00} yet- and because of this and as you see the endorsements stopped at {$43000.00} ; they sent a check on XX/XX/XXXX with my former spouse listed as a payee. This is WELL documented and even admittedly so a mistake on Mr. Coopers Loss Claim Departments part ( I have a letter showing that my former spouse is NOT to be a payee under any circumstances, this letter is from Mr. Cooper Mortgage and stems from my divorce documents ). When I called, and they acknowledged their mistake, they stopped payment ( date : XX/XX/XXXX ) however they did not and will not replace that payment or amount as one processed.
I am at a complete loss of how to move forward. I thank you for any assistance you can provide.
Respectfully,
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11/25/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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I have attempted to settle mortgage and pay-off issues with my Servicing company. So far, I have had no success. I have filed multiple complaints. Unfortunately, my Servicing company is quick to reply and then prematurely close the case. However, the issues are still unresolved. My Servicing company continues to repeat the following : " After completing our investigation into the aforementioned issues we determined that overall, there were no errors on our part. '' This is simply not true.
My Servicer REFUSES to admit they they or their predecessors have made violations and errors in regard to my mortgage. Among multiple other failures and misconduct, XXXX XXXX failed to send a Good-bye letter informing that they were no longer the owner of my mortgage as of XX/XX/XXXX. As the new owner of my mortgage, Nationstar/Mr. Cooper also failed to send a Welcome letter at any time during the duration of their ownership. In the same way, Nationstar/Mr. Cooper also failed to send a Good-bye letter informing that they were no longer the owner of my mortgage as of XX/XX/XXXX. In addition, XXXX XXXX failed to send a Welcome letter when they became the owner on this date. In the processes of my interactions, I have continued to reach out to my Servicer, to request that the Settlement offer be renewed, which was extended to me in the latter part of XXXX. Until XXXX of XXXX, interactions from Mr. Cooper regarding a Settlement offer had ONLY been by email. In order for the XX/XX/XXXX Settlement offer transaction to be completed, my investor required that Mr. Cooper send a hard copy of this agreement with a POSTMARKED DATE via U.S. postal service. Mr. Cooper did send a hard copy of this agreement. However, it did not arrive until XX/XX/XXXX, and still did not possess a dated postmark. THIS is precisely the reason the Settlement offer could not be completed. Mr. Cooper and other Assignees of my mortgage are responsible for many violations in regard to my mortgage. I possess multiple pages of documents outlining these errors. Failure to send Welcome and Good-bye letters and failure to send a hard copy of the Settlement agreement within the specified time period are only two of the large number of violations regarding my mortgage since its origination.
In addition, Mr. Cooper employees continue to send conflicting information. On XX/XX/XXXX, a Mr. Cooper associate stated the following : After reviewing your account, we found that the Owner of the Note transferred to Nationstar Mortgage LLC on XX/XX/XXXX, from XXXX XXXX XXXX. Ownership was given back to XXXX XXXX XXXX on XX/XX/XXXX. However, on XX/XX/XXXX, another Mr. Cooper associate stated the following : With the XX/XX/XXXX, and XX/XX/XXXX, assignments there was no change in the ownership of loan. Therefore, no notice was provided. We are not required to provide notice of the assignments. This conflicting information from Mr. Cooper associates highly contributes to the issues. On XX/XX/XXXX, a Mr. Cooper associate also claimed the following : We acknowledge that the XX/XX/XXXX, letter was sent to you via email. However, the XX/XX/XXXX, and XX/XX/XXXX, letters were sent via mail and not returned by XX/XX/XXXX. I am attaching copies of emails which prove that the XX/XX/XXXX and XX/XX/XXXX settlement offers were in fact EMAILED. There is no proof that they were sent via the US postal service with a dated postmark. It is quite clear and apparent that Mr. Cooper has made multiple errors and has provided faulty and incorrect information in a great deal of correspondence. ( Attached are copies supporting my complaints ) In the most recent resolution letter from Mr. Cooper associate, Mr. XXXX, he states the following : " As previously advised, with the XX/XX/XXXX, and XX/XX/XXXX assignments, there was no change in the ownership of loan. The information we provided regarding the assignments is valid. '' " Please note the assignee listed on the assignments is the trustee that we service the loan under, which has not changed during our servicing of the loan. Therefore, as previously advised, no goodbye or welcome letter was required to be sent in relation to these assignments being completed. '' It is perplexing and quite unclear as to why Mr. Cooper associate, Mr. XXXX, insists to persist that Nationstar Mortgage LLC/Mr. Cooper was not the owner of my mortgage between the dates of XX/XX/XXXX and XX/XX/XXXX. The proof that Nationstar Mortgage LLC/Mr. Cooper was the owner during this time period is very easily proven and verified by the fact that it was recorded by the XXXX County Clerk on XX/XX/XXXX, at the request of Nationstar Mortgage. It is also easily proven and verified by the fact that Nationstar Mortgage LLC/Mr. Cooper transferred ownership back to XXXX XXXX XXXX on XX/XX/XXXX. This assignment of mortgage is also recorded by the XXXX County Clerk on XX/XX/XXXX, at the request of Nationstar Mortgage DBA Mr. Cooper. I have questioned Mr. XXXX whether Nationstar Mortgage/Mr. Cooper was incorrect in requesting that the XXXX County Clerk record the Assignment of Mortgages. To add more proof and validity, I am attaching a form which was issued by XXXX XXXX XXXX XXXX XXXX, XXXX, WY. This document records an assignment which was recorded on XX/XX/XXXX. The Assignee was Nationstar Mortgage LLC, which PROVES once again that they were the OWNER. I previously provided Mr. XXXX with a detailed definition of an Assignment of Mortgage : An assignment is the document that is the legal record of this transfer from one entity to another. Assignments typically contain the following information : the name of the Assignor ( the current owner of the loan ) and Assignee ( the new owner ) the names of the borrowers.
Because Nationstar Mortgage LLC was the recorded Assignee, they were the OWNER of my mortgage from XX/XX/XXXX, XXXX XXXX, XXXX. Among these violations, previous owners and servicers of my mortgage have made multiple violations, including the following : 1 ) Nationstar Mortgage DBA Mr. Cooper has provided fraudulent and conflicting information regarding the address of the Assignee/Owner of my mortgage. When XXXX XXXX once again became the Owner/Assignee on XX/XX/XXXX, the recorded Assignment of Mortgage lists an incorrect address for XXXX XXXX. The address is recorded with the XXXX County Clerk as XXXX XXXX XXXX XXXX, XXXX, Texas XXXX. This is NOT the address of XXXX XXXX or Nationstar/Mr. Cooper. XXXX XXXX XXXX XXXX, XXXX, Texas XXXX is the address belonging to XXXX XXXX XXXX, as confirmed by Mr. XXXX, who is the Facilities Coordinator of XXXX XXXX XXXX. I am attaching a letter from Mr. XXXX, in which he states that XXXX XXXX XXXX is the sole tenant of the building at XXXX XXXX XXXX XXXX, XXXX, Texas XXXX. 2 ) Nationstar Mortgage DBA Mr. Cooper/XXXX XXXX can not prove ownership of either the Note or the Mortgage. There was failure to follow the proper chain of title while securitzing the Note and the Mortgage. 3 ) When the Note and Mortgage were pledged as collateral to a securitized trust, there was no physical transfer and delivery of the asset, which was in direct contravention of the trust 's governing document, which was the Polling & Servicing Agreement. 4 ) When initially transferring my mortgage into the assigned trust, the cut-off date was missed. 5 ) XXXX XXXX XXXX XXXX XXXX XXXX XXXX can not prove that they first purchased assets from XXXX XXXX XXXX, XXXX. before the securitization of my mortgage. 6 ) As outlined above, Nationstar Mortgage DBA Mr. Cooper has been deceptive about who actually owns my mortgage. 7 ) As outlined above, Mr. Cooper failed to comply with settlement agreement and refuses to renew this settlement agreement. 8 ) Not only is XXXX XXXX unable to produce the original Note, the copies of the Note have been signed and stamped by alleged Robo Signers. 9 ) My mortgage loan was initially set up improperly in XXXX, adding the impossibility of refinancing or loan modifications, and making a pay-off extremely difficult. 10 ) There is apparent alteration of the Note, when it was stamped after its origination. At some point after the origination of the loan, the Note was stamped with the name of alleged Robo Signer, XXXX XXXX XXXX. This stamp is not accompanied with a Notary Stamp to confirm a date or its validity, and appears ABOVE the signature of the Borrower. As specified by Uniform Comercial Code 3-407. ALTERATION.
( a ) " Alteration '' means ( i ) an unauthorized change in an instrument that purports to modify in any respect the obligation of a party, or ( ii ) an unauthorized addition of words or numbers or other change to an incomplete instrument relating to the obligation of a party. 11 ) In XXXX, I was advised by XXXX XXXX XXXX ( who was at that time the owner/servicer of my mortgage ) to default on my mortgage in order to complete a loan modification. I soon learned this was the worst advise I have ever received. This is the precise reason my wife and I have have gone through this XXXX experience for the previous 10 years.
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07/31/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I filed three disputes against Nationstar Mortgage, DBA Mr. Cooper, who, so far, has refused to correct my credit report after a missed payment caused by company error. Coopers letters, comments, and actions show they misrepresented and mishandled an internal error at my expense, following it with punitive erroneous credit reports!
1 : Mr. Cooper canceled my autopay with insufficient notice, 1 day before payment was drafted, no reason, after 5 reps stated it was still in effect and had been updated, causing my XXXX payment to be missed. With no advanced notice ( per autopay contract ), they sent a letter via US mail on the day it was cancelled, received well after payment was missed. This error was part of multiple issues processing an autopay update from XX/XX/XXXX through XX/XX/XXXX. XXXX letter of XXXX, two days before an impending account transfer, shows they were still processing the update after I was assured it was completed on XX/XX/XXXX. The XXXX statement was issued XX/XX/XXXX ( normally on the 8th of the month ), well after the grace period ended ( 15th of the month ). I did not receive any notices of cancellation until the account was already late and transferred. A supervisor and multiple reps advised late payments are not reported unless over 60 days, yet a 30-day late report for XXXX was sent.
2 : When disputed, Mr. Cooper corrected their report XXXX, showing delinquencies for XXXX AND XXXX. The loan was transferred XXXX XXXX ; Cooper had no payment info, nor right to report, after XX/XX/XXXX ; their auto pay cancellation caused the missed pymt! The transfer complicated issues ; some reps stated cancellation was not required for transfer, others stated it was prep for the transfer. A letter was later sent advising Cooper " researched '' my dispute and it was correct. How thorough was research that missed the loan transfer effective XX/XX/XXXX, after which no payment was due them, nor payment info in their possession?
3 : After disputing # 2, an XXXX rep advised the report was changed to XXXX & XXXX late ; my latest dispute result, XXXX, still shows XXXX & XXXX. XXXX has received auto payments the 7th of every month since XX/XX/2013. XXXX XXXX statement shows pymt posted XXXX, also confirmed XXXX & XXXX by their reps. Neither XXXX nor XXXX payments were late ; XXXX was missed exclusively due to Cooper error.
My payment history ( NO delinquencies ) proves my intent to pay, in good faith, as agreed. Coopers letters, comments, and actions show they misrepresented and mishandled an internal error processing my autpay update, evidenced by continuing till 2 days before acct transfer, and gave no advance notice of autopay cancellation. Cooper attributed cancellation to acct transfer, claiming their letter, received XXXX weeks after, was acceptable grounds to report the resulting missed payment.
These actions seem no less than breach of contract, show irresponsible & illegal business practices with systemic, inter-departmental lack of knowledge or misrepresentation of account activity, causing confusion and conflict for employees and clients alike. I have been told I am not the only client struggling with erroneous, punitive credit reports from this transfer! Cooper 's policies and procedures demand immediate investigation and correction!
A detailed chronology, follows : XXXX Faxed autopay update, new bank info ( att ). In 5 follow-up calls ( below ), all 5 reps confirmed auto pay in effect, old acct to be used until new info posted, was being processed ; XXXX advised was complete.
XXXX @ XXXX : XXXX XXXX confirmed XXXX pymt rcvd XXXX, autopay form rcvd, not processed.
XXXX @ XXXX : XXXX XXXX advised processing autopay changes today, confirmed new acct #, pymt changed to 1st of month from 7th, extra to principal.
XXXX : IVR has old acct #. Cooper rep ( female, missed name ) confirmed fax was rcvd, is blank, as though back side of paper. While on hold, she saw it took 5 full mins to load fax image, clearly legible. She reconfirmed XXXX pymt made, being processed, takes few days, documented acct to wait for doc to load.
XXXX @ XXXX : XXXX still has old #. XXXX : XXXX XXXX XXXX, XXXX AZ, emailed autopay dept, waiting for reply. Unk why not yet processed, took time researching to find possible issues. Added privacy preferences to file. On call 49 min : 46 secs, still no answer, will call back Fri if gets reply in a.m. ( No callback, NO mention of transfer, should've seen it while researching in a 50-min call? ) XXXX @ XXXX : XXXX XXXX advised autopay setup complete, will take effect on XXXX. XXXX pymt will draft from old acct on 7th ; XXXX pymt will draft from new acct on 1st, extra to principal, new total. Assured me all set, NO mention of loan transfer.
XXXX : Effective date of acct transfer. Notification letter ( att ) states if auto-paid, pymts after XXXX will be canceled, so why cancel auto pay w/in the grace period in the month prior to transferring? Clearly was not automatically cancelled as requirement for acct transfer, as confirmed by some XXXX reps, also by XXXX, whose reps were surprised it had been canceled.
( early XXXX ) Received 2 letters re autopay ( att ) : dated XXXX stating autopay automatically canceled, no reason ; and XXXX, stating could not be set up w/ draft date missing or outside grace period ; form is distinctly marked on due date ( attached )! Proves autopay still being processed 2 days before transfer ; cancellation was error processing update, not prep for transfer, and carelessly misread.
XXXX ( apprx XXXX ) XXXX called, advised they are new mortgage company, XXXX & XXXX pymts not made to XXXX! I thought both payments had been auto paid, called XXXX for explanation.
XXXX XXXX rep confirmed transfer, advised under 60 days late = no credit report, found XXXX request faxed XXXX. XXXX canceled because draft date was not listed or is after the due date, yet request marked on due date '' ( 1st of month ), said it made no sense, transferred to supervisor. 2nd rep ( 2nd dept ) said canceled due to account transfer, no credit report if under 60 days late, transferred to supervisor.
XXXX supervisor XXXX stated : -Located autopay request, notes of 5 calls that autopay still in effect/being updated -Plan to transfer acct was posted XXXX, unk why no reps advised, -Unable to change delinquent status/reverse late fee, as no longer owned by XXXX -Understands missed payment from autopay cancellation w/ no advance notice -No other delinquencies, under 60 days = not reported -Advised law requires 60-day grace period on transfers -Will pull recorded XXXX call, confirm content, call to advise status ( never called ) XXXX : XXXX & XXXX payments made XXXX to new servicer, XXXX. Late fee waived, cant change status b4 transfer, XXXX grace period starts XXXX, not considered late by them for XXXX or XXXX.
XXXX Third-party credit monitoring svc = delinquent report sent. XXXX : XXXX XXXX took dispute by phone, gave me XXXX dispute #. XXXX : XXXX XXXX advised unknown why I was told no reports if < 60 days, they report every 30 days, must email credit dispute '' research dept, sent XXXX.
XXXX : Experian dispute result XXXX ( att ) shows XXXX corrected report by adding 30-day late notice for XXXX! Now shows 30 days late both XXXX and XXXX ; XXXX did not even own mortgage on XX/XX/XXXX, has no pymt records or legal standing to report!
XXXX XXXX : XXXX escalations XXXX 37 min on hold, disconnected twice, transferring to supvr XXXX, XXXX new company sent XXXX report, I said no, reading from credit report, shows XXXX did XXXX with NO right/info to report, filed 3rd dispute.
XXXX XXXX : XXXX XXXX took complaint, suggested I upload docs as PDF or mail to them, also submit dispute to XXXX, corrected middle name. Waiting for doc in mail to fwd to Cooper.
XXXX XXXX XXXX XXXX XXXX ( XXXX ) : XXXX XXXX, XXXX XXXX XXXX, states late status XXXX & XXXX researched, are accurate. Clearly NOT researched, no longer owned by them and violates transfer grace period law!
XXXX XXXX : XXXX XXXX advised dispute complete, XXXX response XXXX XXXX now shows XXXX & XXXX both 30 days XXXX! XXXX XXXX statement & 2 reps confirmed payment received XXXX via auto pay!
XXXX XXXX : XXXX XXXX XXXX AZ ) advised fax number, they show XXXX & XXXX, not XXXX.
XXXX XXXX XXXX confirmed my name corrected, report in mail, removed email ; XXXX XXXX XXXX advised in mail, still shows XXXX & XXXX.
XXXX : XXXX dispute result XXXX shows XXXX & XXXX, not XXXX XXXX XXXX XXXX.
XXXX : XXXX credit report of XXXX shows XXXX & XXXX 30 days late, emailed XXXX a detailed narrative with attached documents, demanding recision.
Documents attached : XXXX aut py update XXXX Coop stmnt XXXX aut py cncd XXXX transfer notice XXXX Coop stmnt XXXX cant set up aut py XXXX XXXX response XXXX coop dispute research XXXX Exp response XXXX email to XXXX
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04/03/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Mr Cooper has used manipulative accounting practices from the inception of my mortgage in XXXX, being transferred from Aurora Loan Servicing to Nation Star , now currently Mr. Cooper -all 3 are the same company. The deceptive accounting stem from reversing payments made multiple times within the same day to create fees on my mortgage account. The fees range from $ 2.00-75.00. The fees have no good reason. I have called in the past ( XX/XX/XXXX ) to discuss the fees and it was determined that the fees were imposed without a cause, later I received a statement that {$410.00} was refunded to me, however I never seen the refund post, credit, added back to my mortgage.
1-Lender forced placed insurance, never received {$1600.00} refund back from Mr.Cooper XXXX XXXX My mortgage was due for XXXX, XXXX, and XX/XX/XXXX. I made contact with Mr. Cooper by way of email on the company website, advising of my intent to submit a payment before the end of the month. I did not receive a reply, and decided to place a phone call to Mr Cooper to discuss my payment options ( XX/XX/XXXX ). The representative I spoke with advised the total amount due {$4600.00}. I explained to the representative that {$1500.00} was available and I would call back in before the end of the month/year to make the other 2 payments. XX/XX/XXXX, Mr. Cooper submitted 3 payment which processed on XX/XX/XXXX, two times in the amount of {$1500.00}, which caused my checking account to incur overdraft fees as the amount in my account was not sufficient. This transaction caused return item fees with my bank ( {$57.00} fees ) and Mr. Cooper ( {$58.00} fees ). Mr. Cooper. XX/XX/XXXX, I withdrew the money from my account and made the payment via XXXX XXXX ( {$1500.00} ).
Mr. Cooper suggest that XXXX XXXX is secure and a guaranteed way payment is received the same day. However, my mortgage ledger shows Mr. Cooper reversing the payment made on XX/XX/XXXX.
This payment reversal should not be allowed, that would mean that XXXX XXXX did not process the transaction and I have proof stating it was completed.
Payment reversals are an ongoing trend practiced by the accounting department at Mr. Cooper, in an attempt to create fees.
I have written several XXXX that have gone unresolved. Mr Cooper has violated several mortgage servicing rules. For example Untimely escrow payments. Mr Cooper has not paid my insurance and taxes on time for the past 2 years.
Failing to apply my payments to my mortgage. I have {$4400.00} that Mr. Cooper has taken from me and assigned as Unapplied Funds or Suspense Funds Account. From XXXX to XXXX, additional principal payments I made, have not been accredited to my account. I have attached proof.
Mr Cooper has completely mismanaged my escrow account and I have written letters pleading to have may escrow account closed due to the way they mis mange and forget to make payments only to later later charge me for the same service that they have already issued a payment for. I have attached my original mortgage document, " Waiver of Escrow ''.
Mr Cooper has not issued a refund for the money taken to purchase insurance for my home when a policy was already purchased and in place.
2-Mismanagement of Escrow account, shortage- {$5000.00} Mr. Cooper violated servicing rules by making the purchase for the Lender Forced Placed Insurance Policy and owe me {$1600.00}. The {$1600.00} taken to purchase the policy was a mortgage payment for XX/XX/XXXX.
( XX/XX/XXXX ) to XXXX to cover the cost of the policy for XXXX calendar year. I emailed, faxed, and mailed my policy to Mr. Cooper and they refused to acknowledge it for 3 months from XXXX XXXX. Mr. Cooper stated that the {$1600.00} that was taken from Escrow to cover the cost was refunded, however my escrow account does not reflect a refund. In fact, I decided to pay my hazard insurance myself in full moving forward. XX/XX/XXXX, I wrote my then provider and Mr , Cooper advising of the decision to switch to another provider and that I would send the policy to Mr. Cooper at the end of the year, & current policy. My current provider responded to my letter and mailed a check to me that was sent from Mr. Cooper ( {$2200.00} ). Mr. Cooper began to send letters stating that lender forced placed insurance would be purchased if a policy is not purchased. I did purchase a policy on time and paid it in full and I did not incur any loss or gaps in coverage. Mr. Cooper decided to send the new provider payment from escrow for the policy. In my letter ( attached ) that I mailed to Mr. Coopers escrow department in XX/XX/XXXX, I stated that the policy was paid in full.
By XX/XX/XXXX, I have 2 refund checks mailed to me from the 2 insurance providers that Mr. Cooper paid out of escrow. My escrow account is negative {$5500.00} at this point from the disbursements made to both of the insurance companies.
3-Failing to apply monthly payment ( s ) according to Original Note 4-Unexplained fees charged on my statements 5-Failed to make property tax payment greater than 3 years past due before payment was made 6-Modification from XXXX, should be null and void due to the fraudulent accounting activity 7-Principal & Interest have not been calculated according to the terms of the Note, resulting in an incorrect principal balance 8-During the pandemic ( XXXX ) payments I made were not applied to reduce the principal balance XX/XX/XXXX, my Covid-19 forbearance is up and I received a statement from Mr. Cooper stating that the amount I owe is over {$26000.00}.
Mr. Cooper also sent me a notice stating that the application I submitted was approved, however I had not applied for anything or submitted any application.
I decided to take the modified payment flex plan that was offered to me beginning onXX/XX/XXXXXX/XX/XXXX. My second payment was not accepted because their website was not accepting payments due to a technical error. My payment for XXXX processed XX/XX/XXXX, and the payment modification was halted.
I called and explained to a representative the issue and she advised me that she would reapply for another modification and to NOT make a payment until XX/XX/XXXX, if approved.
I received notice in XX/XX/XXXX, that the payment plan was approved and to resume payments XX/XX/XXXX.
I called XX/XX/XXXX, to discuss my options and stressed that I did not want to take the modification if I had other options.
I was not given any other option. I had no clue as to the new terns that I was agreeing to if I made the first payment.
I called Mr. Cooper on XX/XX/XXXX at XXXX pm to discuss my options and was met with a pre recording stating that the company was closed and to call back during normal business hours XXXX {$26000.00}, is the amount due, however it is not true because my payments were not credited or applied to reduce the principal balance.
10-According to my Note, my monthly payments XX/XX/XXXX {$1100.00} for 60 months ( Interest only ) XX/XX/XXXX {$880.00} for 60 months ( Interest only ) XX/XX/XXXX {$1500.00} for 240 months ( Principal ) Mr. Cooper has not applied my payments according to terms of my Promissory Note. Mr. Cooper has failed to comply with several terms and conditions that are stated on the Interest Only Addendum to Adjustable Rate Promissory Note. For example it states, 3. PAYMENTS ( A ) Time and Place of Payments I will pay interest by making payments every month for the first 120 payment ( s ) ( the Interest-Only Period ) in the amount sufficient to pay interest as it accuses. I will pay principal and interest by making payments every month thereafter for the next 240 payment ( s ) in an amount sufficient to fully amortize the outstanding principal balance of the Note at the end of the Interest-Only Period over the remaining term of the Note in equal monthly payments.
( B ) Amount of My Initial Monthly Payments Each of my initial monthly payments will be in the amount of U.S. {$1100.00}. This payment amount is based on the original principal balance of the Note. This payment amount may change.
According to my Note, it states that I have 10 years of interest only payments beginning in XXXX, ending in XXXX. XXXX, according to the Note, enters into principal payments at {$1500.00}. It is the responsibility of the Note Holder to accurately calculate my payments to pay in full the interest. My current principal balance should roughly be $ and should be recalculated or audited to ensure oversight into accuracy if their accounting practices.
Mr. Cooper has violated my, borrowers substantive rights to be free from unlawful debt collection, and therefore, violated my borrowers rights to be able to make informed decisions regarding my finances, caused me to be charged overdraft fees, and caused me and my friend to have limited purchase power while double charging our checking accounts through way of an ACH transaction.
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09/29/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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The loan on the subject property was originated by my deceased brother, XXXX XXXX XXXX, who purchased the subject property located at XXXX XXXX XXXX in XXXX, XXXX XXXX and subsequently closed on the mortgage on XX/XX/XXXX with XXXX XXXX XXXX being the mortgage origination company, and later sold the loan to XXXX XXXX XXXX XXXX } Shortly thereafter that change of mortgage company and servicing company, and having made all payments timely my brother passed away on XX/XX/XXXX of XXXX. At the time of XXXX 's passing, the home this loan is attached to was left to me in The Last Will and Testament of XXXX XXXX XXXX, and that same legal instrument also named me as the Executor of his estate. Soon thereafter I notified XXXX of my brothers death by phone call, and shortly after that notification by phone I sent a copy of the official death certificate via USPS, and via facsimile, both of which confirmation of receipt was confirmed by XXXX.
During the original phone call with XXXX, I informed them that I was not only a successor in interest as defined in the specific carve out in the Garn St Germaine Depository Institutions Act of 1982 ( Garn Act, ) which defined a successor in interest and seven examples of which and the prohibition on due on sale action based on being a successor in interest, and that in this case it was by transfer of the property by death of a family member. Not only that but that I was the sole legal heir according to my brothers last will and testament and as such I would be assuming the payments on the home, and that I would be filing a probate action with the XXXX XXXX of XXXX XXXX, XXXX regarding final legal transfer of all of my brothers assets including the subject property at the time of that process completion, but that until that time I was legally stepping into his shoes and that I was provided the same legal protections under the Deed of Trust on the home and those contained in RESPA.
Shortly after my attorneys filed the probate action with the court, I was provided official copies of the Letters Testamentary legally establishing me as the executor of the estate which therein I provided to XXXX via USPS and via facsimile, both of which were confirmed as accepted and my legal designation within their notes regarding the loan was the heir and successor along with the executor.
Payments were made on the loan from the time of my brothers passing and notice provided to XXXX until the Cares Act forbearance provided for secondary to the COVID 19 pandemic which halted the payments and set them aside based on the granted forbearance. This occurred in XXXX of XXXX and lasted until the forbearance period expired at the end of XX/XX/XXXX.
At the time of the forbearance expiration XXXX reached out to me after my call requesting information on how to proceed with the HUD/FHA simplistic loan modification related specifically to the set aside payments due to the forbearance and the process to restart the original loan and the options available in the HUD standalone portal for this type loan modification only due to COVID. Shortly after that a representative from XXXX loss mitigation department called me and detailed the process required to perform the streamlined loan modification and which option would be the best for me to choose, which was to move the set aside payments and create a separate non-interest-bearing note which would be for 360 months, or for any earlier chosen total of months chosen. I was advised that all that was needed based on all the information XXXX held in the loan notes and file was to write a letter containing specific language provided by XXXX, not to start making the regular payments again until receiving written notice that the modification had been performed which the process might take up to forty five ( 45 ) days, and if I had not received anything in the mail in 30 days to contact them again, and to mail that notice, which I did initially on XX/XX/XXXX. Then having not received anything in writing in several weeks and trying to be proactive on the situation I sent a second request on XX/XX/XXXX, and finally a third on XX/XX/XXXX.
On or around the middle of XX/XX/XXXX I received the first written notice from XXXX XXXX company advising me that the loan on the home I was the legal heir and successor in interest for had been acquired by operation of a purchase from XXXX, and shortly thereafter the first notice from Mr Cooper in the form of a collection notice and also a monthly statement containing FDCPA required language when collecting a debt. There was nothing whatsoever in the notice as to the fact the loan was in a Cares Act forbearance or any mention of previously requested loan modification notices sent to XXXX. Therein I drafted several notices to send to Mr Cooper as the new servicing company to make them aware of the history of the loan, all documentation previous sent to XXXX so that they could do an investigation into the loan file transferred with the note and make corrections in the file to include the loan modification requests, and to send a request specifically to Mr Cooper that if the modification requested of XXXX had not been completed, to please complete it as the new servicing entity for the loan securing the property that I now owned via transfer of ownership due to the death of my brother.
These notices were as follows ; 1. A Demand for Validation and Legal Verification of the debt as Mr Cooper was approaching this as a debt that was in collections 2. A QWR/NOE/RFI requesting information specific to the loan, the forbearance, the request for loan modification and a general accounting of all fees applied to the loan 3. A Request for loan modification pursuant to the Cares Act forbearance with XXXX and FHA standalone portal modification options to reinstate the original note and create the separate note with the payments in forbearance and any and all needed to bring the loan current after its transfer. This mailing contained attachments including an official copy of my brothers last will and testament, a copy of his original death certificated, a copy of the Letters Testamentary issued by the XXXX Court, and copies of the previous requests to XXXX. The request itself also contained a history and summation of the life of the loan, the forbearance and the request for loan modification These aforementioned notices were sent five times during the period from XX/XX/XXXX through XX/XX/XXXX of XXXX, one by a mailing service which provided me proof of mailing, the second using the same mailing company sent XXXX which provided me both proof of mailing and documentation of receipt which I maintain in my records. The final three request for modification and QWR/NOE/RFI were amended in their structure to be specific only to the relevant period of the forbearance through the transfer of servicing rights and even more specific to the issue of legal heir/successor in interest for the home, and the loan modification requests, and additional attachments were included detailing the XXXX final order by the CFPB to RESPA and TILA regarding successor in interest and the servicing requirements to treat those who qualify for this designation by transfer of ownership by death of a family member to be provided all legal protections just the same as the original creditor including loss mitigation and loan modification. To this date NONE of those notices have been acknowledged in writing, no information requested has been produced in writing and sent to me, no corrections have been made to the loan file and therein the servicing of the loan by Mr Cooper and no loan modification, or any communication regarding same has been sent to me in writing, or communicated to me over the phone.
Sometime in XXXX according to my conversation on XX/XX/XXXX with multiple representatives from Mr Cooper, including a collections agent, and loss mitigation representative the file was transferred to a law firm to perform the substitution of Trustee with the XXXX XXXX XXXX XXXX XXXX, XXXX XXXX and to initiate a non-judicial foreclosure on the home in direct violation of a RESPA requirements regarding the recognition of a successor in interest/legal heir via operation of a will, none of the requests for information and correction to the loan file were ever performed, and it appears that Mr Cooper has internal policies either written, or assumed that prohibit a successor in interest of a legal heir to have the authority to sign a loan modification because they are not the original borrower, or their name is not on the Deed of Trust XXXX
Not only are these potential and obvious violations of RESPA, but also are direct contradictions to the requirements set forth and agreed to be Nationstar D.B.A. Mr Cooper in the Settle Agreement and Consent Order with the CFPB.
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01/23/2020 |
Yes |
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- Struggling to pay mortgage
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Web |
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On XX/XX/XXXX I received a denial letter from Mr. Cooper dated XX/XX/XXXX stating they were unable to review my loan modification assistance application because my application was incomplete. On XX/XX/XXXX Mr. Cooper foreclosure attorney sent out foreclose sale date for XX/XX/XXXX. Mr. Cooper committed dual tracking and failed to review my loan application by falsely claiming my application was incomplete when in fact it was complete.
I received a call from XXXX from Mr. Cooper my point of contact on XX/XX/XXXX stating I was missing documents. I asked her to email the list of documents and she stated instead she would send the missing document list by mail but emailed me the XXXX form on XX/XX/XXXX.
On or around XX/XX/XXXX I received a letter from Mr. Cooper dated XX/XX/XXXX stating a review was conducted for a loan modification and Mr. Cooper asked for XXXX and a start and end date for my lease. I email the additional documents to XXXX on XX/XX/XXXX that included XXXX and my monthly rental lease for start and end date.
I received another missing document from Mr. Cooper on or around XX/XX/XXXX dated XX/XX/XXXX. So, I called because I was confused on why they were asking for the same thing but this time a schedule e. The representative stated a request for another XXXX because the one I received from XXXX my point of contact from Mr. Cooper on XX/XX/XXXX via email was XXXX XXXX version and it should have been the XXXX XXXX version and they asked for a letter stating my lease didnt start in XX/XX/XXXX even though the lease clearly stated the start date was XX/XX/XXXX.
Mr , Cooper committed dual tracking on XX/XX/XXXX by starting a new foreclosure proceedings against my property while reviewing my home for a loan modification. Mr. Cooper asked me for additional documents on XX/XX/XXXX and without allowing reasonable time to submit the additional documents under CFPB they decided to start foreclosure proceedings three days later.
On XX/XX/XXXX I emailed additional documents to XXXX that included the XXXX XXXX version and letter of explanation for my monthly room rental lease.
On XX/XX/XXXX I spoke to XXXX from Mr. Cooper she confirmed Mr. Cooper received my additional documents on XX/XX/XXXX and XX/XX/XXXX via email. But stated my XXXX XXXX version wasnt accepted because I wrote my loan number on top of the page which is an error. Due to the fact, I was told by Mr. Cooper and previous servicer to place my loan number on top of all pages of loan application and supporting documents in the event my documents are lost or misplaced. In addition, she stated my lease was not good because it doesnt state an end date, and this was an error.
On XX/XX/XXXX I called Mr , Cooper again to state I am not able to go on Mr. Cooper website to check my loan modification documents on Mr. Cooper website. The websites states once I put 0 in front of my loan number its still not working. But this time I was told by a different Mr. Copper representative that since my home is in foreclosure, I was not allowed to review my loan documents online and this is an error.
So, I asked the agent if she could let me speak with her XXXX and she transferred me over to management. I began speaking to Mr. Cooper representative XXXX XXXX out of Texas regarding my issues of not being able to get on Mr. Cooper website to check my loan documents. XXXX stated I was locked out while in bankruptcy which was more than 2 years ago but should not be locked out anymore and that he would send me a link to register again but I never received it via email.
XXXX started reading my loan documents and stated my file was not reviewed for a loan modification because I never stated the start and end date of my lease. I stated to XXXX that is an error due to the fact my lease clearly states I receive monthly payments of {$350.00} and under the terms of my contract as a month to month with a start date of XX/XX/XXXX. The lease never gave an end date because its a month to month lease and my rental receipts show I receive payments monthly and all parties signed making the agreement binding under Georgia law.
Mr. Cooper clearly committed an error in asking me to clarify a start date and end date from my lease. My lease I sent with my initial application on XX/XX/XXXX speaks for itself. Mr. Cooper failed to review my loan modification fairly by asking for items that they already had in their possession.
For, example my lease states my start date in XX/XX/XXXX therefore, why should I need to write a letter stating my lease didnt start in XX/XX/XXXX. In addition, my lease terms state my tenant pays a monthly room rental rate of {$350.00} the first of every month. Therefore, the lease end date is month to month. I sent my lease two times and spoke to three different representative and no one said to write a letter re-stating my lease is month to month and it clearly states I receive {$350.00} per month.
In addition, a new request in the XX/XX/XXXX letter states, not received Schedule E. Mr. Cooper received my lease and the start date clearly says XX/XX/XXXX therefore, why would Mr. Cooper request a Schedule E. Especially since Mr. Cooper acknowledge receiving my complete tax returns on the same page. My tax return clearly doesnt list a schedule E or room rental income and my lease start date is after the tax return, and my next tax return is not due until XXXX and at that point I can add my rental income on the schedule XXXX form.
In regard to Mr. Cooper claims my lease doesnt provide an end date is not correct, my lease clearly states its a month to month with no end date. Under the terms of my lease it states tenant shall pay {$350.00} per month on the first date of each month and this is what I stated on my loan modification application as a monthly income.
Mr. Cooper is supposed to follow the laws of Georgia when reviewing my loan modification application according to CFPB. My lease clearly states I shall receive a monthly rental payment of {$350.00} on the first date of each month and I provided three monthly payments I received from my to Mr. Cooper.
According to Georgia law the lease I provided to Mr. Cooper states the terms is monthly payments of {$350.00} due 1st of each month signed and dated on XX/XX/XXXX by myself and my tenant making this a binding contract under Georgia law as a month to month lease.
Mr. Cooper failed to recognize my end date is a month-to month tenancy is a periodic tenancy wherein the tenant rents from the owner on a monthly basis. This type of tenancy is most commonly found in residential leases. Mr. Cooper erred and not accepting my terms of my lease claiming no end date was specified and wrongly claimed my file could not be evaluated for a loan modification.
Mr. Cooper received my timely complete application and requested additional documents and receive them timely under CFPBs this new rule clarifies that, if a servicer has already made the first foreclosure notice or filing and receives a timely complete application, servicers and their foreclosure counsel must not move for a foreclosure judgment or order of sale, or conduct a foreclosure sale, even if a third party conducts the sale proceedings, unless the borrowers loss mitigation application is properly denied, withdrawn, or the borrower fails to perform on a loss mitigation agreement.
CFPB states that although the servicer may need additional information at a later date to evaluate the application, in which case the servicer will request that information from the borrower and give the borrower a reasonable opportunity to submit it, the evaluation process may take longer.
Here in my loan modification application review with Mr. Cooper they sent me a request for additional documents on XX/XX/XXXX. I sent the requested documents to Mr. Cooper via email on XX/XX/XXXX less than 30 days. Mr , Cooper sent another additional document request on XX/XX/XXXX and I sent the documents to Mr. Cooper via email on XX/XX/XXXX less than 30 days. Mr. Cooper then start foreclosure on XX/XX/XXXX three days after they sent my additional document request.while reviewing my file for a loan modification and this behavior is dual tracking and unfair..
In addition, Mr. Cooper reason for stating my loan modification was incomplete was not true. My lease terms states its a month to month under Georgia law. Also, my XXXX needed to be sent twice due to the fact Mr. Cooper asked me to complete the XXXX XXXX version instead of the XXXX XXXX version was their error. Mr. Cooper then refused to accept the XXXX XXXX version because I wrote my loan number on top of the page. These are unfair reasons to state my file was not complete and denied me the opportunity to be reviewed for a HAMP loan modification.
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06/16/2022 |
Yes |
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- Trouble during payment process
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Web |
Older American, Servicemember |
I need help in Dealing with Mr. Cooper Home Loan collections. On XX/XX/2022, I filed a complaint with the CFPB that was eventually closed.
On or about XX/XX/2022, Mr. Cooper responded to my complaint and the CFPB closed my complaint.
However Mr. Cooper did not answer the question I asked in my original complaint.
Mr. Cooper explained that they had received all my mortgage payments and provided proof, but XXXX XXXX XXXX who is a member of Mr. Coopers Customer Relations Special department failed to give me the : The correct mailing address for Mr. Cooper 's online Bank Payments.
Mr. Cooper customer service gave me the online bank payment address of : Mr. Cooper, XXXX XXXX XXXX, XXXX, TX XXXX, they also provided : The correct Bank Account number # XXXX, for Mr. Cooper, The correct Bank Routing number Router number # XXXX, for Mr. Cooper.
In his XX/XX/2022, response to the CFPB, XXXX XXXX said that both the bank account and routing numbers provided by Mr. Cooper customer service were correct for Mr. Coopers bank account.
XXXX XXXX did not say yes or no as to the provided bank address by customer service being the correct online bill payment address : Mr. Cooper, XXXX XXXX XXXX, XXXX, TX XXXX.
XXXX XXXX stated in his response to the CFPB that if I have any specific questions about the information he had provided, to please contact him directly, using the contact information he provided at the bottom of his response letter.
On XX/XX/2022, I contacted XXXX XXXX via email and asked if Mr. Cooper would provide me with the following information provided below.
XXXX XXXX did not answer any of my questions. He just stated that he forwarded my concerns to the customer relations department.
His email response is provided below.
Once again Mr. Cooper has put be back into an endless loop of being forward to the customer relations department. If customer relations cant answer your question they then refer you to customer service, who again sends you right back to customer relations.
This is the game Mr. Cooper has been playing with me. They admitted that customer service had given me different addresses for the online bill payment address in their response letter to the CFPB ; they have repeatedly failed to provide me with the correct address.
I reached out to XXXX XXXX, as his email response stated to do, only to be told by XXXX XXXX that he forwarded my concerns to the customer relations department.
Again, the customer relations department is not providing a valid address to mail my payments too.
XXXX XXXX also stated it would take 30-days to resolve the issue. Waiting another 30-days will result in me again having to go the rounds with this company providing proof that my payment has been made.
Mr. Cooper is a collection agency and my belief is that they are trying to foreclose on my home even though I have never missed a payment.
On XX/XX/2022, I received a letter from Mr. Cooper saying that if I have fallen behind on my mortgage payment they have dedicated loan specialist who can help me and that I only need to CALL THEM AS SOON AS POSSIBLE.
I have again tried dealing with Mr. Cooper and their representatives and have not received any help.
I have provided proof that my payments were made, and were made on time, so being told they have not received the payment is bad practice on their end.
I feel that Mr. Cooper is trying to take my home by sending threatening letters and providing multiple addresses so they can claim they have not received my payment.
I would like your agency to again look into this company and their fraudulent practices.
below is my email correspondence with XXXX XXXX From : XXXX XXXX XXXX Sent : Tuesday, XX/XX/2022 XXXX PM To : XXXX XXXX XXXX XXXX Subject : RE : Resolution Letters XXXX, XXXX, Mr. Cooper loan XXXX XXXX, Correct Mr. Cooper online billing information Good afternoon, I have forwarded your concerns for review and response. Please allow up to 30 business days for a written response by the Customer Relations Department.
Thank you, XXXX XXXX Member Relations Specialist Private Label Servicing XXXX XXXX XXXX XXXX, TX XXXX ( O ) XXXX ( F ) XXXX XXXX From : XXXX XXXX XXXX XXXX Sent : Monday, XX/XX/2022 XXXX PM To : XXXX XXXX XXXX Subject : Resolution Letters XXXX, XXXX, Mr. Cooper loan XXXX XXXX, Correct Mr. Cooper online billing information This email originated from outside of the organization. Do not click links or open attachments unless you recognize the sender and know the content is safe.
XXXX XXXX Thank you for your timely response.
However, I have failed to find your response to my questions in the documents you provide in my complaint, and this is troubling as it's the cause of all my troubles with Mr. Cooper.
These questions have yet to be answered and is very troubling because as I stated in my complaint " each time I contacted Mr. Cooper customer service I was given incorrect information '' to which you stated " had been noted and corrected '' in your response to my complaint.
I have repeatedly asked Mr. Cooper customer service personnel for the correct billing information so I can make my mortgage payments online via my XXXX XXXX online bill pay system, which I have been using to make my mortgage payments to XXXX XXXX. All payments were paid on time without any problems for the last six ( 6 ) years.
Please answer my question if you already have, please tell me where it's at in the documents you provide in your response to my complaint.
I would like to be provided by Mr. Cooper the following information : 1 ) The correct mailing address for Mr. Cooper 's online Bank Payments, 2 ) The correct Bank Account number for Mr. Cooper, 3 ) The correct Bank Routing number for Mr. Cooper 's.
The last time I spoke with Mr. Cooper customer service I was provided the below online banking information : Address : Mr. Cooper, XXXX XXXX XXXX, XXXX, TX XXXX, Bank : Account number # XXXX, Bank : Routing number # XXXX.
As I stated in my complaint, I have sent my XXXX and XX/XX/2022, home mortgage payments to the above address.
I am providing the below XXXX banking information to assist you in proving I have made my mortgage payments on time. XXXX Bank did not send Mr. Cooper a check but made an online payment as XXXX Bank has done for the six ( 6 ) plus years to XXXX XXXX.
I spoke with XXXX Bank Representative XXXX XXXX XXXX XXXX, Relationship Banker, XXXX ID : XXXX, his contact information : Phone : ( XXXX ) XXXX, XXXX : ( XXXX ) XXXX, Service Line : ( XXXX ) XXXX, Email : XXXX, who provided me with all of my banking information from XXXX Bank that you requested.
XX/XX/2022, online home mortgage Payment number # XXXX, to Mr. Cooper, Transaction number # XXXX, Reference number # XXXX, Transaction Date and Time : XX/XX/2022, XXXX PM. Date online payment posted XX/XX/2022.
XX/XX/2022, online home mortgage Payment number # XXXX, to Mr. Cooper, Transaction number # XXXX, Reference number # XXXX, Transaction Date and Time : XX/XX/2022, XXXX PM. Date online payment posted XX/XX/2022.
I would also like to know if Mr. Cooper is still charging me interest payments or listing me as a failure to pay case? Has Mr. Cooper done anything to affect my credit history?
Mr. Cooper also stated on my XX/XX/2022, mortgage statement that I owed XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX {$2200.00}.
I would like to know if this is still the case if so, why?
I have provided you with all the banking information you requested except for the copy of any checks that XXXX Bank may have used to pay you.
I stated earlier, I am unaware of XXXX Bank having sent Mr. Cooper any checks as all payments were completed online to your company.
As requested, I have provided that information above.
Thank you ; XXXX XXXX XXXX : ( XXXX ) XXXX Email : XXXX Included : XXXX bank statement showing online payments for XXXX and XX/XX/2022, and a payment history of my online mortgage payments including both XXXX XXXX and Mr. Cooper.
This e-mail communication and any attachments may contain confidential, copyrighted, and legally privileged information for use solely by the designated recipients to which this e-mail is addressed. If you are not the intended recipient, you are hereby notified that you have received this communication in error, and that any review, disclosure, dissemination, distribution, or copying of this message or its contents is prohibited and may be subject to governing laws protecting its disclosure. If you have received this communication in error, please notify Mr. Cooper immediately by e-mail at XXXX and destroy all copies of this communication and any attachments.
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08/10/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
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Web |
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XXXXth Request I have five questions I look forward to hearing answers to.
1 ) Why were outbound attempts not approved till XX/XX/XXXX when I called my SPOC several times with questions in XXXX of XXXX? 2 ) Why would you give an SPOCs contact information in letters to customers including the winter of last year to reach out to them with several voicemails and they never answer the phone for incoming calls? 3 ) But then say that they also cant make outgoing calls?
You ignored my question that I asked before. 4 ) Repeating again, if XXXX called me on XX/XX/XXXX did she leave a voicemail? 5 ) Where is your proof? I have no record of a missed call or a voicemail from XXXX. I did not receive calls for help before XXXX XXXX. Please remove the DNC now that you just made that up as an excuse a month or so ago way after you all gave so many other poor excuses.
Also please go back to my previous questions below, copy and paste the questions with your direct answers next to them to keep things organized.
5th request 1 ) The company doing the same problems that led up to this mess. They are not listening and sent repeated information ( dated XX/XX/XXXX from the 4th request and XX/XX/XXXX from around the first request ) despite me giving them a rebuttal that their response to the 4th and 1st request was irrelevant. Instead of trying to listen, empathize and problem-solve for customers during these pandemic times. You said XXXX tried to call me on XX/XX/XXXX and it went to voicemail. Did she leave a voicemail? Do you have proof? I have no evidence or call history that she called me nor left a voicemail. Your company has lied and manipulated many times. How do we know this is not another attempt? 2 ) And a do not call is another poor excuse instead of problem solving. That was in relation to marketing and I still have gotten calls after that request regardless. After 5 attempts you are now just bringing up a do not call block on the account in XXXX, but I have received calls from your new associate since then who can not do anything buy relay information that you all have decided. Not give you information and feedback to improve or resolve. You said the online figure is due to late fees then admitted that were no late fees. So why total due discrepancy between online and statements? Why was the online inaccurate and caused me to pay more than I needed to despite several calls to clear things up with your customer service? 4th request : 1 ) You all repeatedly wanted me to reach out to my SPOC but they did not respond. And then when I ask repeatedly for them to reach out to me, and you all say they will, they don't and a new excuse after the fact is made they can't make outbound calls and pandemic business. But I've received outbound calls from an SPOC in the past. And it doens't make sense if I reach out to her and leave a voicemail. How will she return the customers call for excellent customer service if they can't make outbound calls? In addition, I wasn't getting called back about my concerns before the pandemic businesss. 1.5 ) You want me to communicate with you directly but when i did to Mr. Cooper, it took several months to get a proper response. And your SPOC has still not contacted me. We've spent all this time and resources hammering out this dispute when it could have been just resolved by removing the reported issue as for the poor service. Now I have to document complaints to regulatory authorities and other consumers to see how Mr. Cooper rejects and treats the loyal customers. You said my new Single Point of Contact ( SPOC ) was contacted by you all on XX/XX/XXXX to respond to me since XX/XX/XXXX. I have still not heard anything from her. She is doing the same problem as the last representative poor responsiveness and care for your customers to educate and assist them. You said you did not receive a payment from XXXX to XXXX. But you did not mention the poor communication from your phone agent that miscommunicated I didn't have to make a payment while on forbearance basically without repercussions. And while you did not receive a payment from XXXX to XXXX no notification was sent regarding hurting my credit or even a return call from the original SPOC when I reached out to her for guidance and assistance in XX/XX/XXXX and many attempts after in XXXX. The forbearance plan was terminated early due to the poor guidance and assistance of your customer service reps. And I did not receive the appeal letter in due time to stop the forbearance from cancelling.They gave poor information and no response when reached out to. My credit report still shows more than one payment behind as reported. And the one for XXXX should be removed as goodwill and good faith since all payments were paid in full after the miscommunication by reps were realized. And you did not address my previous complaints which include the following : I want my payment lowered due to the misleading and faulty escrow analysis that was dated XX/XX/XXXX and told me I needed to pay by the same day XX/XX/XXXX to avoid escrow shortage and payment increase. You can not legitimately snail mail a letter dated the same day for payment the same day and the receiving party receives the letter a weeks or months after the same day payment request. It is also unrealistic it was actually mailed XX/XX/XXXX anyway to be receiving it in XXXX, USPS fault or not, this should have properly and professionally analyzed, assessed and mailed or contacted the customer expediently. The date mailing almost constitutes fraud. I requested several days ago to Nationstar research department to have her contact me and she never has. It seems it is not a representative issue, but a company issue. Similar to the previous poor communication about my credit and the poor customer service in refusing to remove my XXXX late payment for good customer service and all the problems the company has admitted along the way. I've already paid the payments in full and despite the company saying they can not remove the credit remark, it is well known that companies can out of compromise, care, and good faith for customers that they can remove it. Especially when said late payments were taken care of and paid in full. Nationstar has little to gain by leaving the credit remark, when payments were paid in full, but still want to keep the mark there out of spite or just poor customer service empathy and doing whats right for customers in these pandemic times. Remove credit disparagement for XXXX as for misunderstanding, poor service Or at least document communication misunderstanding within credit report and mention customer has never had a payment issue like this before this miscommunication issue 2 ) You all should have the name, date and time of call. You all should have the technology, compliance, management and oversight to have this followed-up upon. In fact, I was told by others that they already found the call and reviewed it. Why am I hearing 2 different stories from Mr. Cooper all of a sudden? 3 ) You said the online payment due included late fees but then said there were no late fees. Huh? So miscommunication again on you all 's side resulted in paying an over-payment that was not needed. This explanation you give now, why was it not provided BEFORE I made the unnecessary payment? 3.5 ) Also, your website and employees have communicated incorrectly and improperly repeatedly causing miscommunication with this whole payment fiasco. For example, you website said I needed to pay {$1200.00} due to be current. Despite the last statement saying only {$980.00}. 4 ) The escrow analysis was faulty. That's why y'all had to send an updated escrow analysis with the due amount changed. And your system should have been customer focused and gave the option or already knew to apply that escrow amount to the escrow bill, not mortgage payment. 5 ) Out of so much poor communication with your reps and callousness for how you treat customers despite y 'all 's errors, long hold phone times, unresponsive loan specialists, and website technical difficulties, I repaid the higher balance to be safe than sorry. Low and behold, I did not need to pay what your site said I should pay and the extra {$300.00} turned into additional principal. You all wasted {$300.00} of mine I could of used during these pandemic stay at home times to take care of my family and other more pertinent needs during this crisis. I felt I had no choice out of fear/concern to pay the incorrect higher amount due to the level of callous treatment and mistrust gained from " Mr.Cooper, the customer service friendly company '' during these pressing times.
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05/14/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Older American, Servicemember |
COMPLAINT INFORMATION : WHAT HAPPENED To explain what happened in this most recent instance is fairly short and straight forward. On XX/XX/XXXX I received from XXXX XXXX XXXX , XXXX Nationstar Mortgage LLC d/b/a Mr. Cooper , my mortgage company, a communication dated XX/XX/XXXX which read in part, This is an important notice concerning your right to live in your home. This same scenario also happened just a few years ago. What happened then, and what has been happening over the past 11 years, is a bit more complex and lengthier.
The following points are the most major Id like to address, but are not limited to all our family has been subjected to by XXXX XXXX XXXX , XXXX, Nationstar Mortgage LLC d/b/a Mr. Cooper.
Receiving notices that I perceive as threatening which state they are questioning our right to live in our own home.
The most recent incident started on XX/XX/XXXX and was quickly followed with 7 additional mailings. A much lengthier communication followed within a few days, and read in part, RIGHT TO REQUEST A MODIFIED MORTGAGE LOAN. If this had been the first time I had received such a communication I would be as astonished, distressed, concerned and confused as I was the last time it occurred. After months of much time, money and phone calls back and forth to the Mortgage company, calls to our Town Hall, faxes, mailings, etc. it was proven that this was an error on their part and that I had not missed any payments. It took a huge toll on both me and my familys health ( both mentally and physically ). I have a handicapped son who was sick with worry that we were going to lose our home and have no where to live and he definitely was worried about what was happening to me. As a coincidence I was wearing a XXXX XXXX at the time which I believe did show that my XXXX was in distress.
Please excuse the old adage that Fool me once, shame on you. Fool me twice, shame on me. which seems to fit this particular instance. I can prove by not only my own bank statements, but by the Mortgage Companys own records that I have not missed any mortgage payments. I feel sure that the same harassment, unprofessionalism and extreme time and money commitment would occur this time. Therefore, I feel that following the same path as before would be a mistake on my part. Since that time, I have learned more about the computer and how to be more effective in my research. I was able to go back to XXXX when Nationstar took over my mortgage. Several facts came to light that helped to trigger memories about, not only what I now consider somewhat questionable business practices, but actual events that have occurred since XXXX that I had forgotten.
I also suspect that I might not be alone in this companys treatment of their mortgage clients. While I was at the post office ( for many of the mailings are sent via registered mail that you have to sign for ) a lady right behind me was picking up an identical mailing from Mr. Cooper.
Of course I have documentation of what I am sharing with you. I have approximately 50 to 75 pages of communications from Mr. Cooper ( Nationstar Mortgage, etc. ), copies of my bank statements and copies of my payment history with Mr. Cooper. I believe I could also get a statement from my Town Hall and the town clerk, and also documentation of my Goldstar status as well as my real estate abatement.
2 ) Every year there have been increases in my monthly mortgage payments ( some realistic and consistent as to what one might expect ) but some totally unrealistic.
In the years prior to Nationstar taking over my mortgage, my monthly payments did increase from what I can remember, about {$25.00}. In XXXX when Nationstar took over my mortgage I was paying approximately {$1600.00}, and I am now paying almost {$2100.00}. I do not believe either my hazard insurance or my real estate taxes ( abatement ) have gone up over {$6600.00} per year.
In XXXX Nationstar increased my monthly payment over {$700.00} per month from {$1700.00} to {$2400.00} per month. No one could explain what this huge increase was for but that I had to continue to pay the increased amount until they could figure out how they came up with this figure and what it was for. If I did not or could not pay I could be foreclosed on. I had to pay this outrageous increase for months and still no one actually told me how or why they had come up with this figure. Very similar in XXXX my payment went from {$1700.00} to {$2100.00} and again I was forced to go through the same process. This time I could only get it down to approximately {$1900.00} and again was not told why ; and neither my home owners insurance nor taxes had increased anywhere near that amount.
3 ) As you will see from my Payment History there are a multitude of charges that I have no idea what they are for and are listed as either Unapplied Funds or Fees. As you will see starting in XXXX a new category has been added Escrow Deposit. Since Nationstar took over there have been approximately 100 such instances of these charges. Some of the fees are relatively small such as {$2.00} plus to over {$40.00} and I have no idea what they are for. I also seem to remember that during our first Foreclosure notice, that I was getting charged for a House Reassessment and was told that it was for someone to see if the house was lived in. No one ever came to the house nor there was never any type of inspection/evaluation done.
4 ) Never has anyone disclosed what happened to all of the thousands of dollars I have had to put out for the increased monthly payments or the Unapplied Funds or the Fees. Several people said they would check and get back with me which, of course, no one ever has. Every year they always show I am in the negative for my Escrow fund and that somehow I am always a month behind in my payments. I have followed up several times on the ( supposed ) monthly payment and I have had representatives acknowledge that they can not find any shortage but this has never been corrected and has gone on for years.
5 ) Even though I have had a real estate abatement since my husband passed in XXXX Nationstar/Mr. Cooper somehow has never been able to confirm ( or even believe ) that such a law exists even though both I and my Town Hall has provided them with copies of the bill. I have been told flat out that I am a liar and dont know what I am talking about. Just this year a man said he would call my Town Hall ( again ) to verify what I was talking about and he did actually call me back. He told me that he did speak with a lady who did not know who I was and she did not know of any real estate abatement. When I asked the representative who he had spoken to, he gave me a name I did not recognize. When asked what town he spoke to this lady in, he gave me a town I did not know and a state not near Massachusetts and said he would call me back after he made the call to the correct Town Hall. He never has.
In the past I have been told that someone would contact my town hall and asked to whom should they speak with. I did give them the name of our Town Clerk. This has happened several times over the past years when I have tried to verify my real estate abatement. This happened during the past Foreclosure notice and they were so unprofessional, rude and nasty that our Town Clerk became very upset and called me to let me know what had happened.
6 ) Over the years we have been subjected to continual phone calls, letters and company representatives who have been discourteous, rude and extremely unprofessional. Not to say that I have not spoken with people who were polite and friendly, and who appeared to try to be helpful. Those people seemed to be newly hired and not very knowledgeable. Usually they either were able to confirm what I was saying but nothing was ever done to correct any errors and usually no one ever has gotten back to me.
7 ) All of the above has left us exhausted and stressed and affected our health. To say we have endured much pain and suffering is an understatement.
This time I have not contacted Mr. Cooper, other than paying my mortgage payment, but am contacting you who I hope will be able to assist me with my continuing experience with this mortgage group ( XXXX XXXX XXXX , XXXX, Nationstar Mortgage LLC, and d/b/a Mr. Cooper ). This time I can not do nothing but think that they will correct their mistake and allow this latest issue to adversely affect me and my familys health which it certainly has been doing over the past number of years.
I am asking for your help and assistance with my issues with Mr. Cooper. Please see my comments under the Fair Resolution section.
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08/20/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My mortgage was transferred to Mr Cooper on XX/XX/XXXX. I waited a few days to receive my loan number so that I could call customer service and inquire about my property taxes being paid from my escrow account. I explained that my loan had just been transferred and that I would be incurring a penalty for non payment if my property taxes were not paid by XX/XX/XXXX and asked them to make the payment. I was told not to worry that they will make sure to get it done but since they just received the loan they don't have all the information yet and that if for some reason it gets paid later that Mr Cooper would be responsible for paying any late fees as well. I called one more time to talk to another representative before XX/XX/XXXX and brought up again that my property taxes were about to be charged a penalty and asked if I would be responsible for paying it. I was again told that it would not be my responsibility. My property taxes due were {$6000.00}. My escrow balance as of the date of my first mr cooper statement on XX/XX/XXXX was {$12000.00}. That first payment cycle XXXX of my mortgage payment was applied towards my escrow account, so Mr Cooper was accepting payments and maintaining my balance. I called several times after XX/XX/XXXX asking for the taxes to be paid. I was in the process of applying for a HELOC with another company and the non payment of my property taxes was holding up the underwriting process.
Finally, on XX/XX/XXXX, I personally paid the property taxes along with penalties and interest of {$600.00}. On XX/XX/XXXX, I called Mr Cooper to inform of this and requested that the penalties be reimbursed to me and that my escrow account also be closed because over $ XXXX of funds was being held in the account and I was unhappy with the non payment despite my many phone calls. I was told that the penalty reimbursement and the escrow account closing were going to be processed as two separate requests and that they would take different amounts of time since they were separate requests. I was never told that closing my account would have any impact on my ability to be reimbursed the penalties I had paid. I was told to email a receipt of the payment that I made to XXXX and was told they manage the property taxes issues. I included a case number that I was provided by customer service along with the proof of payment I had received via email from XXXX County. I never received a response to this email.
My escrow account was eventually closed and I received a check for the balance. According to Mr Cooper the date of the closure was XX/XX/XXXX. I called several times to follow up. I was told by one represenetative that they did not even see my request on their records. On XX/XX/XXXX, I was told to email XXXX and explain the situation and send the same proof of payment to them. Because my escrow account was now closed, I was told that the corelogic address was not the appropriate email to direct my issue. I emailed on XX/XX/XXXX. At this point I had repeatedly explained the situation to many representatives. On XX/XX/XXXX I received a response. It mentioned that it was a response for my request made on XX/XX/XXXX ( althought I actually had made it on XX/XX/XXXX ). It said in part, " Please be advised that your account is not escrow to make the payment of your property taxes.
Therefore, you will be responsible for direct payment of the property taxes. We apologize, but we are unable to reimburse the fee at this time. '' I did not see this email until XX/XX/XXXX, at which point I responded with the below message : " Hi, I just saw this message that my kate fees would not be refunded because my account is not escrowed. My account was in fact escrowed on the date that the taxes were due. I called several times before and after to request that it be paid from my escrow account. I was assured that it would be taken care if and that any late fees were not my responsibility because my taxes were held in the escrow account so it was not my fault.
I finally paid the taxes myself including the late fee after several failed attempts to get Mr Cooper to send the payment from my escrow account. After paying it myself and because of the terrible experience I had, I requested that my escrow account be closed and refunded to me. At the same time, I requested a refund for the late fees. Several weeks later, I called to follow up and was told that the request was not submitted properly since I no longer had an escrow account. I resubmitted the request and received the attached response. This is ridiculous. I had an escrow account and still had to manage paying it myself. The fees should be refunded. I'm sure if you look into it you will see that the request to close the escrow account was made in XX/XX/XXXX. The late fees were incurred in XX/XX/XXXX. The fees are not my responsibility and I've had so many hassles with Mr Cooper since my loan was transferred here. This is extremely frustrating.
Please review and I hope you hear back soon with a favorable response.
Thank you, '' I never received a response to this email. I called again and explained the situation and my frustration that I had not even received a response to my follow up. I was reassured that it would be handled within 7-10 business days. I said that I have been told this 7-10 business days time frame for several months now and that I have been calling since my loan was transferred in XXXX over this issue. The representative apologized and reassured me that it would be handled. 7-10 business days pass, and I again received no follow up response to my request. On XX/XX/XXXX, I called again. I was very upset and said that I need to speak to a manager because I have been calling without any resolution for several months. I was transferred to someone from the Executive Resolutions Team. She looked into to it over the phone. She said something about never having received all of the paperwork from XXXX ( previous mortgage company XXXX when the loan was transferred. She mentioned that the property taxes were in fact due on XX/XX/XXXX, so XXXX should have paid it. I responded that I had an escrow account so that I wouldn't have to deal with this hassle and that it really wasn't my problem to work out their issues with the other mortgage company. I told her that because my payment was no made timely, I was not able to deduct it from my taxes and have spent hours on the phone with no proper follow up, so I just want Mr Cooper to figure it out and get my penalties reimbursed. I was told that she needed more time to research, but that she would definitely have a resolution for me by XX/XX/XXXX, if not sooner. She emailed me with this message : " Thank you for allowing me the opportunity to assist you today.
I will be your single point of contact until a resolution is found.
My direct contact number is XXXX, please call me directly if you have any questions.
I work Monday Friday from XXXXXXXX XXXX ( CST ) to XXXXXXXX XXXX ( CST ) I will return any voicemails left during this time the same day. If you leave a voicemail with me after those hours I will return your call the next business day at my first opportunity '' On XX/XX/XXXX, I had still not heard from her. I emailed her on XX/XX/XXXX and XX/XX/XXXX, but did not receive a response. I also called her twice during this time, again with no response. On XX/XX/XXXX, I called Mr Cooper again, asked for the Executive Resolutions Team, told them the situation and about how I was promised a response but never received any follow up. The person on the phone said it looks like the person that was helping you is out of the office today, but she will be back on XX/XX/XXXX. If she doesn't answer by XXXX, give me a call and I'll help you. I asked her to just look into it for me, but she said I should wait to see if the other team member responds first. I got a call on XX/XX/XXXX from the first Executive Resolutions Team member saying that because I don't have an escrow account, they are not willing to pay the penalties. I asked her if she had conveyed that I had a fully funded escrow account the day the penalties were incurred and that I only closed my escrow account due to the non payment issue. She said she did convey this, but that unfortunately they would not pay because my escrow account was closed. She suggested that I email XXXX with an explanation. She said she can't guarantee that I will get the fees, but that she knows that they look into things a little more deeply. This is the same email address I had sent a request to on XX/XX/XXXX. This company is giving me a runaround on what is clearly their error.
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10/11/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Payment process
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Web |
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This was my latest fax to them along with my previous correspondence after that. I tried to remove information that could identify me.
After my last 90 days trying to get accurate information from your department, it is now clear that I am officially getting what is called, The Runaround. I again, have to spend my time to ask the same questions since you have not answered any of my previous concerns ( see below for letter XX/XX/XXXXXXXX ). This is my third correspondence since you transferred our loan and we saw our accounting for the loan do not match up. I am dissatisfied and discontented with your response and I now request my concerns be sent to mediation, arbitration, or whatever the next level of complaint and appeal is when I am unable to get sufficient or accurate information from your Department.
For instance, the letter sent from your office ( see attached D ) correctly asserts that my mortgage didnt start with you until XX/XX/XXXXXXXX ; with no payments due until XX/XX/XXXXXXXX but your staff then goes onto to incorrectly state that the date of multiple unexplained transactions on your side, as XX/XX/XXXXXXXX ( prior to the date the mortgage started with you ; per your own statements ). How can I trust anything said when the dates are so obviously wrong?
Additionally, I continue to tell you that my account was never late so you are inaccurate again when you continue to say the amount was reapplied to bring the account current at that timeAnother lie ; or inaccuracy. Then you go on with more nonsense that doesnt even make any logical sense.
Further, I told you NOT to re-send all your transaction history because it is a huge file, I already have it, and I can not work with the file the size that you send it. STOP re-sending the same information and answer my questions and explain your bizarre and purposefully obscure and mis-leading accounting practices.
I believe this is part of your customer service plan to continue to repeat and regurgitate inaccurate and out-right lies until people get too tired to continue to seek the truth. I want my complaints and concerns kicked up to the next level of management or problem resolution process, asap. I will further move forward with filing a report with the Consumer Financial Protection Bureau and include this letter.
Once again what I have asked for and will be included in my complaint is : 1. A total of the amount paid to Mr Cooper from me over the time they have held my loan. I dispute the amount paid vs the amount credited to my account by Mr. Cooper 2. An explanation and correction of my XXXX IRS filings of the Mortgage Interest Statement 1098 ( see attached A : 3 different XXXX 1098 forms, one corrected after the XX/XX/XXXXXXXX phone call that I made to staff and weird transaction history on XX/XX/XXXXXXXX ) 3. Explanation and review of the accounting that happened on my account on XX/XX/XXXXXXXX ( see attached B & C ). There are over 5 PAGES for one day! I called and told them to apply the extra money paid ahead on the account to the principal and paid an extra amount toward the principal in addition to the normal payment every two weeks. MR Cooper continues to say that the multiple nonsensical payments shown were to bring my account current but I have NEVER been late. Nothing Mr Cooper says makes sense or is truthful.
4. I dispute the amount paid vs the amount applied since the beginning of the loan. Our loan was paid in advance until XX/XX/XXXXXXXX and Mr Cooper got our loan XX/XX/XXXX. They admit this in all documents for the start of the loan. But we did not wait until XXXX to start paying, we continued our twice a month payment but Mr Cooper did not give us credit for those additional payments on our 1098. I do not trust that they applied the payments properly since none of their accounting has added up and by XXXX, the accounting process changed again and my responses to inconsistencies were minimized and ignored. Moreover, in the case of XX/XX/XXXXXXXX transactions ( see attached of 5 pages! B ), completely ruin the validity of the two different accounting methods used on my account.
5. I would like information on the meaning and the reason for the change on my IRS 1098 Mortgage Interest Statement ; Line # 9 Number of properties securing the mortgage. What does this mean? In XXXX it suddenly changed to say 02??? Why would it say that there are 2 properties securing my mortgage?? This is very disturbing and Mr Cooper will not answer my question about this.
Attachment A : 3 different inaccurate 1098 IRS forms for XXXX Attachment B : 5 pages of transactions on XX/XX/XXXXXXXX ( Dispute what happened that day? ) Attachment C : Shows prior to XX/XX/XXXXXXXX account status and how accounting was done before Attachment D : Copy of letter filled with inaccuracies from the Mr Cooper Research Dept XX/XX/XXXXXXXX PREVIOUSLY SENT ; RESPONSE ATTACHED WITH INCONSISTENT DATE MARKED.
XX/XX/XXXXXXXX Mr. Cooper Research Department, I want this taken care of immediately because the amount that you recorded, and transferred, to a new lender is incorrect and needs to be corrected asap. As soon as the correction has been made, information of the corrections needs to be given to the new lender and myself for my records.
You will see that I have had complaints about your payment recording process since our mortgage started with you XX/XX/XXXX. You can see multiple complaints dating from XX/XX/XXXXXXXX on with multiple complaints and a fax dated XX/XX/XXXX, requesting you review the payments your accounting was missing.
As a result, multiple corrections were made by your office but they were done incorrectly. Upon review of the records and with a final accounting of my account with you, your XXXX tax information and the amount of money applied to my account is wrong. Subsequently, I see errors in each Annual Escrow and Interest Statement since we started with you.
I understand that you transferred my loan, without notice, before I could gather all the audited information and ask for you to fix your mistakes and promptly notify the new lender of the correction.
I am demanding that a full accounting be done of my account, starting with your starting balance and what XXXX said was transferred to you.
Additionally, whatever your staff did to my account on XX/XX/XXXXXXXX is appalling and there is no way I can work it out or try to figure out what was done to my account on that day?? This needs to be investigated and fixed immediately.
I have attached a listing of all payments made to Mr. Cooper from my bank account since the start of my time with you. If you want a full copy of my banking records from my bank account, I have it printed it out but it includes private banking information and would be costly to mail to you. If you want more information or proof, other than what has been provided, you will have to pay for that expense.
Please note that when you took over my loan you cite the balance as XXXX ; it also says that the first payment was not due until XX/XX/XXXX ; NOT the XX/XX/XXXX date that you started the loanthat means that you already had XXXX months of payments pre-paid ( as evident by your own records and attached to this correspondence ). Additionally, XXXX verified that you were transferred the total of the XX/XX/XXXX payment as well. This was all explained in fax sent to you XX/XX/XXXX.
You can start there. Then you can look at XX/XX/XXXX transactions done by your office, then you can look at the XXXX incorrect annual escrow and interest statement sent to the IRS in XXXX for the XXXX payments, along with my complaints that it was wrong.
The same amount has been paid each year except for XXXX when additional payments were made. I am not disputing any ratio of payment to principal vs interest. XXXX disputing your annual total of what I paid along with an incorrect ending balance and beginning balance on my mortgage incorrectly transferred and sold.
Additionally, I am concerned by the change in what is put on the XXXX XXXX and XXXX XXXX in XXXX # XXXX. There is only XXXX property, there are not XXXX? Why has that been changed? It was not what it said on any of the Annual Escrow and Interest Statements for XXXX ( corrected or initial ) and it was not on for XXXX ; suddenly in XXXX and going forward, the number in box # XXXX is changed to XXXX?? Again, this is a huge error!! This also must be fixed immediately and corrected tax forms must be prepared immediately since you have transferred my loan with fraudulent information that does not leave me whole and it leaves me financially injured.
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04/07/2020 |
Yes |
- Debt collection
- Mortgage debt
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- False statements or representation
- Attempted to collect wrong amount
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Web |
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I received an email from a XXXX XXXX along with a single page attached on XX/XX/XXXX. The email read The final pay off amount for XXXX, XXXX will be {$86000.00} This information is provided by XXXX XXXX on XXXX. It was emailed from XXXX. The subject line read Re : XXXX XXXX XXXX ( Payoff amount for XXXX and insurance info.The insurance info was a single page showing coverage of {$77000.00} on a single story dwelling from a XXXX XXXXXXXX XXXX listing my home address and XXXX XXXX, XXXX XXXX , as registered agent. XXXX XXXX was the insured. I responded to that email disagreeing with the amount and asked for some sort of statement of accounting because XXXX XXXX was asking for more than the {$85000.00} financed and I had made payments for 5 years and 7 months consecutively. She responded with just saying no she was correct. On or around XXXX XXXX, XXXX XXXX XXXX XXXX XXXX Attorney In Fact for a XXXX XXXX mailed me a Notice of substitute trustee sale The notice had a sale date of XXXX XXXX, XXXX A date of XX/XX/XXXX An amount of {$95000.00} Borrower XXXX XXXX XXXX XXXX XXXX Collateral : All of Debtors interest in the real property legal described as : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX according to the map and plat there of recorded in the Deed Anns Plat Records XXXX County , Texas . The Note section is blank. This is dated XX/XX/XXXX and has a file stamp of XX/XX/XXXX in XXXX County Records. XXXX XXXX never lended me any money. I was the only person providing money in the purchase of my home. I was in a TREC contract with XXXX XXXX for my home. It was already signed by us both for the home {$85000.00} financed for 360 months no balloon payment ; until I received XX/XX/XXXX closing documents showing a balloon payment due XXXX XXXX, payments of {$850.00} every month/ {$600.00} being the house payment and the other being taxes. I am wanting to see the bank statements and escrow accounting for the time period of XX/XX/XXXX thru XXXX, XXXX and the payment records for taxes, and all transfer records. And the proof that XXXX XXXX has showing {$95000.00} going from her hand to mine. I want to see the substitute trustee recorded appointment and I want to see proof of XXXX XXXX identity. I want to see the accounting for the down payment made on the property and proof she owned the property when she sold it to me.
When I obtained legal representation and stopped the sale date, another debt collection letter came dated XX/XX/XXXX for a sale date of XX/XX/XXXX. This notice contains all the same information as the previous notice except it is listing XXXX XXXX name first above XXXX XXXX XXXX XXXX Attorney in fact at XXXX XXXX XXXX XXXX XXXX in XXXX XXXX , Texas . After firing the first attorney hired after the discovery of {$21000.00} in receipts missing from my receipts of payments to XXXX XXXX a new hired attorney chose to conspire with XXXX XXXX XXXX XXXX and XXXX XXXX and in the printed emails left in my file that were my attorney and XXXX XXXX Attorney planning and executing the sale of my home they had agreed on the figures that XXXX will have the HUD 1 payoff Mr Cooper and XXXX loans paid in full their ( your, XXXX XXXX XXXX XXXX ) further states there is a first and second on this property Mr Cooper total payoff by XXXX XXXX {$47000.00} XXXX XXXX XXXX payoff is {$13000.00} subtotal {$60000.00} BUT again there is language of a loan between XXXX and I in an amount said to be {$78000.00} and Mr. XXXX took the liberty of adding Attorney fees of {$5000.00} making a total of {$83000.00} these documents were emailed back and forth plan discussed of running it through the uncontested docket, signed by a judge, filed in the court records, being fully executed. But I never received any documentation of this sale. I am requesting / demanding the pay off accounting and statements and a copy of the HUD1.
Now I am needing to have the documentation and explanation of how my home was sold, if it wasnt is it fraud on the court? And AGAIN I receive another notice of substitute trustee sale dated XX/XX/XXXX this time the amounts are base amount due as maturity : {$88000.00} / unpaid principle past maturity ( 18 % ) {$34000.00} / subtotal {$120000.00} / Attorney Fees XXXX / Cost {$120.00} / Total due XX/XX/XXXX {$130000.00} It continues to read : please contact XXXX XXXX XXXX XXXX for current payoff instructions at my address above please be advised if this payment is not received by XXXX the mortgagee will exercise the rights under the loan documents and foreclose the loan at public sale, Tuesday, XXXX, XXXX at XXXX. In accordance with the federal and Texas laws regarding fair debt debt collections unless you within thirty days after receipt of this notice, dispute the validity of the debt set forth above or any portionhereof the indebtedness will be assumed to be valid. This notice is signed by XXXX XXXX XXXX XXXX Attorney for XXXX XXXX. Now I want to know how you, XXXX XXXX XXXX or and XXXX XXXX can act as an Attorney in fact and harass me for months, years inducing lawsuits when an attorney in fact is not allowed to handle assets held in trust? How can you impose a debt on me of {$130000.00} and state you will respond to my letter of validation when you did not. Mailing me copies of public record court papers and passed made up accounting graphs from your home computer is not accounting. I want to see the reasoning on how you decided I owed this last mentioned notice and the removal of trustee documents recorded. You stated in this debt collection letter you would reveal the original creaditor upon my request and you did not.I mailed to you by certified letter and I faxed you the same validation letter but you not XXXX XXXX responded until I received again a substitute trustee sale notice this time 2 in the same envelope? dated XX/XX/XXXX And XXXX XXXX, XXXX stating I owe {$130000.00} and contains debt collection language but you are threatening to sell my home ...., you already did once. On XX/XX/XXXX you sold my home to XXXX XXXX for a credit bid of {$88000.00}.? I want all tax certificates and the deed of trust back I want all XXXX XXXX XXXX accounting and I want copies of all the escrow account. I want copies of proof you owned my home when you sold it to me XXXX XXXX, XXXX.
I demand documented proof that you obtained a legal confessed judgement by me. I demand documentation of the mortgage loan you have repeatedly made demands for payment of and of the investment contract you are holding / have held me liable for that I am not a party that is the Pooling and Servicing Agreement. The Statue of Frauds was made to prevent the very thing you have been doing to me. See UCC at 2-201. You have made me an undisclosed third party to a loan modification ; to a contract I am not a party to. This is why you have never been able to show my payments going to a servicing company you are sending them as cash flow to the investors. You kept using the term mortgage in your debt collection letters but a note is a security as you know, this was undisclosed to me along with a disclaimer that was supposed to be in the credit application under Title 16 16 car 433.2 which says the buyer/seller takes it subject to all defenses and claims that the buyer could assert against any transferee or any buyer who buys it. But you Took it out of the loan application. So there is no holder in due course meaning you take it subject to my claims and defenses I am claiming recoupment under UCC 3-305 under UCC 3-306 I am encoring my proprietary and possession art and property interest in the note and its proceds. Also I am encoring my right to rescind the endorsement on the note. The rider XXXX XXXX made the wrap around deed of trust with modifies the conditions of payment and supplements and governs the promissory note. UCC 3-106 ( D ) it cant be negotiated instrument if it is subject or governed by extraneous documents outside the promissory note and you made it subject to an adjustable rate Ryder and a deed of trust. You can not collect an alleged debt on what you call a mortgage and sell someones property when it is not a note or a negotiable interest. It has a maturity longer than nine months making it a security. I am encoring my right to claim under UCC 3-306 the proceeds, rescuind the negotiation, and am claiming my possessionary and property right in the proceeds in the investment contract. I demand a quick response with my demands met as they are rightfully mine and more than owed to me.
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04/07/2020 |
Yes |
- Debt collection
- Mortgage debt
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- False statements or representation
- Attempted to collect wrong amount
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Web |
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I received an email from a XXXX XXXX along with a single page attached on XX/XX/XXXX. The email read The final pay off amount for XXXX, XXXX will be {$86000.00} This information is provided by XXXX XXXX on XXXX. It was emailed from XXXX. The subject line read Re : XXXX XXXX XXXX ( Payoff amount for XXXX and insurance info.The insurance info was a single page showing coverage of {$77000.00} on a single story dwelling from a XXXX XXXX XXXX listing my home address and XXXX XXXX, XXXX XXXX , as registered agent. XXXX XXXX was the insured. I responded to that email disagreeing with the amount and asked for some sort of statement of accounting because XXXX XXXX was asking for more than the {$85000.00} financed and I had made payments for 5 years and 7 months consecutively. She responded with just saying no she was correct. On or around XXXX XXXX, XXXX XXXX XXXX XXXX XXXX Attorney In Fact for a XXXX XXXX mailed me a Notice of substitute trustee sale The notice had a sale date of XXXX XXXX, XXXX A date of XX/XX/XXXX An amount of {$95000.00} Borrower XXXX XXXX Lender XXXX XXXX Collateral : All of Debtors interest in the real property legal described as : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX , according to the map and plat there of recorded in the Deed XXXX XXXX Records XXXX County , Texas . The Note section is blank. This is dated XX/XX/XXXX and has a file stamp of XX/XX/XXXX in XXXX County Records. XXXX XXXX never lended me any money. I was the only person providing money in the purchase of my home. I was in a TREC contract with XXXX XXXX for my home. It was already signed by us both for the home {$85000.00} financed for 360 months no balloon payment ; until I received XX/XX/XXXX closing documents showing a balloon payment due XXXX XXXX, payments of {$850.00} every month/ {$600.00} being the house payment and the other being taxes. I am wanting to see the bank statements and escrow accounting for the time period of XX/XX/XXXX thru XXXX, XXXX and the payment records for taxes, and all transfer records. And the proof that XXXX XXXX has showing {$95000.00} going from her hand to mine. I want to see the substitute trustee recorded appointment and I want to see proof of XXXX XXXX identity. I want to see the accounting for the down payment made on the property and proof she owned the property when she sold it to me.
When I obtained legal representation and stopped the sale date, another debt collection letter came dated XX/XX/XXXX for a sale date of XX/XX/XXXX. This notice contains all the same information as the previous notice except it is listing XXXX XXXX name first above XXXX XXXX XXXX XXXX Attorney in fact at XXXX XXXX XXXX XXXX XXXX in XXXX XXXX , Texas . After firing the first attorney hired after the discovery of {$21000.00} in receipts missing from my receipts of payments to XXXX XXXX a new hired attorney chose to conspire with XXXX XXXX XXXX XXXX and XXXX XXXX and in the printed emails left in my file that were my attorney and XXXX XXXX Attorney planning and executing the sale of my home they had agreed on the figures that XXXX will have the HUD 1 payoff Mr Cooper and XXXX loans paid in full their ( your, XXXX XXXX XXXX XXXX ) further states there is a first and second on this property Mr Cooper total payoff by XXXX XXXX {$47000.00} XXXX XXXX XXXX payoff is {$13000.00} subtotal {$60000.00} BUT again there is language of a loan between XXXX and I in an amount said to be {$78000.00} and Mr. XXXX took the liberty of adding Attorney fees of {$5000.00} making a total of {$83000.00} these documents were emailed back and forth plan discussed of running it through the uncontested docket, signed by a judge, filed in the court records, being fully executed. But I never received any documentation of this sale. I am requesting / demanding the pay off accounting and statements and a copy of the HUD1.
Now I am needing to have the documentation and explanation of how my home was sold, if it wasnt is it fraud on the court? And AGAIN I receive another notice of substitute trustee sale dated XX/XX/XXXX this time the amounts are base amount due as maturity : {$88000.00} / unpaid principle past maturity ( 18 % ) {$34000.00} / subtotal {$120000.00} / Attorney Fees XXXX / Cost {$120.00} / Total due XX/XX/XXXX {$130000.00} It continues to read : please contact XXXX XXXX XXXX XXXX for current payoff instructions at my address above please be advised if this payment is not received by XXXX the mortgagee will exercise the rights under the loan documents and foreclose the loan at public sale, Tuesday, XXXX, XXXX at XXXXXXXX. In accordance with the federal and Texas laws regarding fair debt debt collections unless you within thirty days after receipt of this notice, dispute the validity of the debt set forth above or any portionhereof the indebtedness will be assumed to be valid. This notice is signed by XXXX XXXX XXXX XXXX Attorney for XXXX XXXX. Now I want to know how you, XXXX XXXX XXXX or and XXXX XXXX can act as an Attorney in fact and harass me for months, years inducing lawsuits when an attorney in fact is not allowed to handle assets held in trust? How can you impose a debt on me of {$130000.00} and state you will respond to my letter of validation when you did not. Mailing me copies of public record court papers and passed made up accounting graphs from your home computer is not accounting. I want to see the reasoning on how you decided I owed this last mentioned notice and the removal of trustee documents recorded. You stated in this debt collection letter you would reveal the original creaditor upon my request and you did not.I mailed to you by certified letter and I faxed you the same validation letter but you not XXXX XXXX responded until I received again a substitute trustee sale notice this time 2 in the same envelope? dated XX/XX/XXXX And XXXX XXXX, XXXX stating I owe {$130000.00} and contains debt collection language but you are threatening to sell my home ...., you already did once. On XX/XX/XXXX you sold my home to XXXX XXXX for a credit bid of {$88000.00}.? I want all tax certificates and the deed of trust back I want all XXXX XXXX XXXX accounting and I want copies of all the escrow account. I want copies of proof you owned my home when you sold it to me XXXX XXXX, XXXX.
I demand documented proof that you obtained a legal confessed judgement by me. I demand documentation of the mortgage loan you have repeatedly made demands for payment of and of the investment contract you are holding / have held me liable for that I am not a party that is the Pooling and Servicing Agreement. The Statue of Frauds was made to prevent the very thing you have been doing to me. See UCC at 2-201. You have made me an undisclosed third party to a loan modification ; to a contract I am not a party to. This is why you have never been able to show my payments going to a servicing company you are sending them as cash flow to the investors. You kept using the term mortgage in your debt collection letters but a note is a security as you know, this was undisclosed to me along with a disclaimer that was supposed to be in the credit application under Title 16 16 car 433.2 which says the buyer/seller takes it subject to all defenses and claims that the buyer could assert against any transferee or any buyer who buys it. But you Took it out of the loan application. So there is no holder in due course meaning you take it subject to my claims and defenses I am claiming recoupment under UCC 3-305 under UCC 3-306 I am encoring my proprietary and possession art and property interest in the note and its proceds. Also I am encoring my right to rescind the endorsement on the note. The rider XXXX XXXX made the wrap around deed of trust with modifies the conditions of payment and supplements and governs the promissory note. UCC 3-106 ( D ) it cant be negotiated instrument if it is subject or governed by extraneous documents outside the promissory note and you made it subject to an adjustable rate Ryder and a deed of trust. You can not collect an alleged debt on what you call a mortgage and sell someones property when it is not a note or a negotiable interest. It has a maturity longer than nine months making it a security. I am encoring my right to claim under UCC 3-306 the proceeds, rescuind the negotiation, and am claiming my possessionary and property right in the proceeds in the investment contract. I demand a quick response with my demands met as they are rightfully mine and more than owed to me.
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07/18/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My mortgage was originally opened in XX/XX/XXXX with my local bank- XXXX XXXX. I received notification XX/XX/XXXX that my mortgage was purchased/transferred to XXXX XXXX XXXX XXXX subserviced by Mr. Cooper. Although I was disappointed at this change due to having a local contact, I unfortunately did not have any choice in the matter. I continued to make my payments without issue. I will point out that it is extremely difficult to pinpoint who I am supposed to contact in regards to my mortgage at this time. I was told XXXX XXXX owns my mortgage, but that XXXX XXXX XXXX is the servicer. But then I also am submitting my payments to Mr. Cooper. And all of those companies seem to be doing business as XXXX XXXX XXXX? The website I log into is under XXXX, but my payments are sent to Mr. Cooper. Who is responsible for actually taking care of my concerns? In all of the mortgages I have owned or been aware of through friends/family, there is ONE servicer and not all of these " shells '' which are incredibly confusing and in my opinion, should be illegal.
Regardless, my home originally appraised for {$780000.00} in XX/XX/XXXX as part of the original purchase. ( I understand this appraisal is no longer valid- please understand the purpose in preliminary calculations. ) My current loan value is approximately {$630000.00} - for a ballpark loan-to-value ratio of 81.79 %. I have spent roughly {$60000.00} in improvements since I purchased the home. In my opinion and preliminary calculations, my home 's value should easily surpass the 80 % LTV minimum required to eliminate PMI. I contacted Mr. Cooper in XX/XX/XXXX to request that my PMI be removed in light of the improvements that I made to the property. I was first told by the PMI department that they will need to submit in writing the improvements and amounts spent to XXXX XXXX in order to have PMI removed. I am told that since the amounts are so close, I shouldnt need to complete any appraisals but that they will check into it and call me back. No one called me back. I followed up two weeks later and this time I was told that the original agent did not outline the improvements in specific-enough terminology. I reviewed the amounts/dates again with the new agent and was told they would submit and get back to me. No one calls me back. It is now XX/XX/XXXX when I contact Mr. Cooper again. This time a new agent apologizes for the false information I was previously given. I spend over an hour on the phone with her, again outlining the situation and the dates/amounts of the improvements. The new agent indicates I will need to have an informal appraisal completed. This would mean that someone would come to the house and walk around the exterior. I would not need to be home and the person would not need to see inside of the home. This would not cost me any money. I agreed to this process and she submitted that request. I am told someone will call me within 30 days with further information. After 30 days and no one calling me, I again contact Mr Cooper in XXXX XXXX. At this point, I am told that ALL of the previous agents were incorrect. Because my loan is less than one year old, I would need to obtain and pay for a complete formal appraisal which would run ballpark of {$500.00}. They can not explain why I was given false information, nor why I was never contacted about the previous requests that were submitted. I agree to the formal appraisal and Mr Cooper says they will expedite the request. I am contacted by the appraiser ( XXXX. ) and we set date for XX/XX/XXXX. XXXX. comes to my home and takes pictures/measurements of all of the rooms and exterior. He asks about improvements we have made. He says we should get the results of the appraisal in a week or two from the bank. We arent sure who he means by the bank but assume it will work itself out. I contact Mr Cooper one week later for an update they havent received the appraisal report from XXXX. I contact Mr. Cooper again at the two week, three week, and four week marks each time I am told that they havent received the appraisal report from XXXX. As it was then a month since the appraisal, I contacted XXXX. directly to inquire about the status of the report. He tells me that roughly one week after the appraisal, he received a cancellation from the bank and was told not to proceed with the report. XXXX. told me that he had a question in regards to a Maintenance Agreement. ( My home is roughly 1.5 miles back a private legal right-of-way which is in the deed. There is no Maintenance Agreement as it is a deeded right-of-way. We do not live in a neighborhood with HOA, etc. which would necessitate a Maintenance Agreement and I have never heard of this before. ) XXXX. tells me that he contacted the bank to inquire how he should proceed with valuing the property with this scenario, and the bank told him to cancel the entire appraisal. I immediately call Mr. Cooper and relay the same information. I am told they have no record of the appraisal being canceled, and they are still waiting on the report. After explaining everything multiple times to different reps, they finally agree to submit a request to XXXX XXXX for an update. I go back-and-forth with Mr Cooper over the course of the next two weeks and spend many hours on the phone with different agents. Eventually I am told that XXXX XXXX responded - the appraisal was canceled due to Lack of Access to the property. They have no idea why seeing as XXXX. accessed my property and even took pictures. They submit more requests to XXXX XXXX to hopefully salvage the appraisal since XXXX. already had most of the report finished. At this point I even tried to contact XXXX XXXX directly and was told they cant help borrowers directly and I need to contact my loan servicer. Over the past one week, I was told that Mr Cooper agents were submitting a Voice of the Customer type of complaint to escalate my problem to management. On XX/XX/XXXX, I receive an email from a new company called XXXX inviting me to schedule an appraisal with a different appraiser entirely ( XXXX. ). Their website is malfunctioning, so I google the company XXXX. directly. This company has a slew of complaints from previous customers for various reasons such as poor customer service, lack of communication, timeliness issues, and even grossly undervalued appraisals compared to local comps. Again I contact Mr. Cooper for clarification the agent doesnt know anything about any new appraisals. They still dont have any updates from management, and they are still hoping to salvage the previous partial appraisal. I communicate my discomfort with the new assigned appraiser XXXX. On XX/XX/XXXX, I receive a call from a Team Lead at Mr. Cooper who relays that I need to schedule a brand new appraisal with XXXX. I again explain the problem and my concerns regarding XXXX, inquiring why I cant use previously assigned appraiser XXXX. The Team Lead agent tells me she doesnt know, but she will again document my concerns and escalate. As of today, I still do not have any resolution to why- or how long- I will continue to pay PMI despite the value of my home being satisfactory for cancellation. Further, the loan is now over one year old which means that according to Mr. Cooper 's original statement, the PMI should simply be removed based on description/values of improvements made to the property and no formal appraisal should be required.
It has been approximately 4.5 months since I initially requested for my PMI to be removed from my loan. I have spent roughly {$420.00} in PMI premiums during that same time period for which I do not feel that I am liable. On top of this, I must take off another day of work to accommodate a brand new appraisal, which I am told will cost upwards of {$500.00} and will take another month to complete start-to-finish with an appraisal company XXXX. that I am not comfortable with. From the beginning of my write up, please remember that my original ballpark LTV ratio was 81.79 %. All of the above phone calls ( XXXX total hours ) I have spent on the phone with Mr. Cooper over the last 4.5 months are in regards to the value of my home increasing by less than a mere 2 %- when I have spent upwards of {$60000.00} in improvements to the property. Mr. Cooper and/or XXXX XXXX have failed to follow the requirements set forth in The Homeowner 's Protection Act of 1998 for timely removal of PMI within 30 days of the homeowners request.
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11/29/2023 |
Yes |
- Debt collection
- Mortgage debt
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- Attempts to collect debt not owed
- Debt was paid
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On XX/XX/2020 I signed a loan agreement with XXXX XXXX XXXX they then sold my loan agreement to Nationstar Mortgage Inc and Nationstar Mortgage sold my loan agreement to their subsidiary company Mr. Cooper Inc. Mr. Cooper Inc is now alleging I owe a debt that they can not prove to be true. My promissory note has been my financial asset in which each company securitized and used for further profits. As the only original holder in due course each business was bound by securities law to share the profits with the investor and the true shareholder of the security. I have received no monetary value or consideration for my note. Mr. Cooper Inc can not collect on a discharge/canceled debt which is stated in the IRS publication . Furthermore each company has not accurately reflected the profits from the trading of my security which makes me believe they are invading taxes. I have asked each Nationstar and Mr. Cooper Inc for their book ledgers to show the debit from each bank 's account to prove I am indebted to them. Neither company has sent those records in question. This is NOT a request for the contract but for the book entry securities ledger. If no records exist this debt must be discharged dollar for dollar as Mr. Cooper Inc stated to the SEC in order to process securities. Mr Cooper Inc is a servicer and servicers DO NOT have to collect payment only to hold the mortgage loan itself. How is Mr. Cooper Inc acting in the capacity of the original creditor.
servicer ( 2 ) Servicer The term servicer means the person responsible for servicing of a loan ( including the person who makes or holds a loan if such person also services the loan ). The term does not include ( A ) the Federal Deposit Insurance Corporation or the XXXX XXXX XXXX, in connection with assets acquired, assigned, sold, or transferred pursuant to section 1823 ( c ) of this title or as receiver or conservator of an insured depository institution ; and ( B ) the Government XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, or the Federal Deposit Insurance Corporation, in any case in which the assignment, sale, or transfer of the servicing of the mortgage loan is preceded by ( i ) termination of the contract for servicing the loan for cause ; ( ii ) commencement of proceedings for bankruptcy of the servicer ; or ( iii ) commencement of proceedings by the Federal Deposit Insurance Corporation or the XXXX XXXX XXXX for conservatorship or receivership of the servicer ( or an entity by which the servicer is owned or controlled ).
3-601. DISCHARGE AND EFFECT OF DISCHARGE.
Primary tabs ( a ) The obligation of a party to pay the instrument is discharged as stated in this Article or by an act or agreement with the party which would discharge an obligation to pay money under a simple contract.
( b ) Discharge of the obligation of a party is not effective against a person acquiring rights of a holder in due course of the instrument without notice of the discharge.
3-602. PAYMENT.
( a ) Subject to subsection ( b ), an instrument is paid to the extent payment is made ( i ) by or on behalf of a party obliged to pay the instrument, and ( ii ) to a person entitled to enforce the instrument. To the extent of the payment, the obligation of the party obliged to pay the instrument is discharged even though payment is made with knowledge of a claim to the instrument under Section 3-306 by another person.
( b ) Subject to subsection ( e ) a note is paid to the extent payment is made by or on behalf of a party obliged to pay the note to a person that formerly was entitled to enforce the note only if at the time of the payment the party obliged to pay has not received adequate notification that the note has been transferred and that payment is to be made to the transferee. A notification is adequate only if it is signed by the transferor or the transferee ; reasonably identifies the transferred note ; and provides an address at which payments subsequently can be made. Upon request, a transferee shall seasonably furnish reasonable proof that the note has been transferred. Unless the transferee complies with the request, a payment to the person that formerly was entitled to enforce the note is effective for purposes of subsection ( c ) even if the party obliged to pay the note has received a notification under this paragraph.
( c ) Subject to subsection ( XXXX ), to the extent of a payment under subsections ( a ) and ( b ), the obligation of the party obliged to pay the instrument is discharged even though payment is made with knowledge of a claim to the instrument under Section 3-306 by another person. ( d ) Subject to subsection (
e ), a transferee, or any party that has acquired rights in the instrument directly or indirectly from a transferee, including any such party that has rights as a holder in due course, is deemed to have notice of any payment that is made under subsection ( b ) after the date that the note is transferred to the transferee but before the party obliged to pay the note receives adequate notification of the transfer.
( e ) The obligation of a party to pay the instrument is not discharged under subsections ( a ) through ( d ) if : ( 1 ) a claim to the instrument under Section 3-306 is enforceable against the party receiving payment and ( i ) payment is made with knowledge by the payor that payment is prohibited by injunction or similar process of a court of competent jurisdiction, or ( ii ) in the case of an instrument other than a cashier 's check, teller 's check, or certified check, the party making payment accepted, from the person having a claim to the instrument, indemnity against loss resulting from refusal to pay the person entitled to enforce the instrument; or ( XXXX ) the person making payment knows that the instrument is a stolen instrument and pays a person it knows is in wrongful possession of the instrument.
( f ) As used in this section, " signed, '' with respect to a record that is not a writing, includes the attachment to or logical association with the record of an electronic symbol, sound, or process to or with the record with the present intent to adopt or accept the record.
3-603. TENDER OF PAYMENT.
Primary tabs ( a ) If tender of payment of an obligation to pay an instrument is made to a person entitled to enforce the instrument, the effect of tender is governed by principles of law applicable to tender of payment under a simple contract.
( b ) If tender of payment of an obligation to pay an instrument is made to a person entitled to enforce the instrument and the tender is refused, there is discharge, to the extent of the amount of the tender, of the obligation of an indorser or accommodation party having a right of recourse with respect to the obligation to which the tender relates.
( c ) If tender of payment of an amount due on an instrument is made to a person entitled to enforce the instrument, the obligation of the obligor to pay interest after the due date on the amount tendered is discharged. If presentment is required with respect to an instrument and the obligor is able and ready to pay on the due date at every place of payment stated in the instrument, the obligor is deemed to have made tender of payment on the due date to the person entitled to enforce the instrument.
3-604. DISCHARGE BY CANCELLATION OR RENUNCIATION.
Primary tabs ( a ) A person entitled to enforce an instrument, with or without consideration, may discharge the obligation of a party to pay the instrument ( i ) by an intentional voluntary act, such as surrender of the instrument to the party, destruction, mutilation, or cancellation of the instrument, cancellation or striking out of the party 's signature, or the addition of words to the instrument indicating discharge, or ( ii ) by agreeing not to sue or otherwise renouncing rights against the party by a signed record.
( b ) Cancellation or striking out of an indorsement pursuant to subsection ( a ) does not affect the status and rights of a party derived from the indorsement.
( c ) As used in this section, " signed, '' with respect to a record that is not a writing, includes the attachment to or logical association with the record of an electronic symbol, sound, or process to or with the record with the present intent to adopt or accept the record.
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01/03/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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I began struggling making my mortgage payments in XX/XX/XXXX. I eventually got further and further behind and subsequently requested a modification. I was granted a modification in XX/XX/XXXX there about. It was not a true modification as it only took the late payments and associated fees accrued and pushed them all to the end of the amortization schedule thereby not reducing my payment or offering any real monetary relief. I resumed making these new payments yet quickly fell behind again. I continued to request a new better modification while still struggling mightily with the mortgage payment burden. I am a self employed XXXX XXXX XXXX since XX/XX/XXXX and the last great recession was really hard to survive. I also have a mortgage on my building which was also behind yet I just caught this mortgage up last Mo having made 6 payments in the prior 8 weeks + -. My home is deep under water but my building is not under water. From XX/XX/XXXX through the end of this last year I endured the 4 hardest years of my life from monetary and personal trials, tribulations, and tragedies! I was hospitalized for 2-3 weeks starting XX/XX/XXXX-XX/XX/XXXX + -. I was greatly concerned about my home mortgage in the summer of XX/XX/XXXX having stopped making payments leading up to my illness. In XX/XX/XXXX a XXXX package arrived late on a Fri XXXX from Nationstar Mortgage with a bonafide modification offer. This offer greatly reduced the principle and the interest rate and subsequently the payment from XXXX/mo + - to XXXXmo + -. I filled out the forms and contacted Nationstar. A modification specialist walked me through the process for over an hour and explained in great detail all of the rules and regulations that applied. He offered me very specific information without solicitation that as long as the first three payments in the trial period of the new modification were made on or before the last day of each of the first three months via one of their payment options that I would then successfully complete the 90 day trial period and the specs of the new mod would then be permanent. Being self employed and having to manage debt in recession I was very keen to ascertain all of the rules of their offered payment methods to understand when payments had to be made to satisfy the terms of the mod trial period. Indeed on XX/XX/XXXX I made the first payment which was due for XXXX On XX/XX/XXXX I made the 2nd payment which was due for XXXX On XX/XX/XXXX when I went to make my third successful mod trial period payment their system was malfunctioning and would not allow me to make an online payment as I had on the XXXX of XX/XX/XXXX for the XX/XX/XXXX payment and the XXXX of XXXX for XX/XX/XXXX payment. I was using their internal IM system sending them IM 's that I was having difficulty making the payment yet to no avail. I then phoned customer service on XX/XX/XXXX to make the payment with an operator yet was only offered an automated phone payment option. I completed the phone payment option and verified via their computer voice info that I was still within the time frame for the payment to post and credit on XX/XX/XXXX, for the XX/XX/XXXX payment. Well the payment did not credit correctly because of their documented system issues on the XX/XX/XXXX. I called at the beginning of business EST XX/XX/XXXX to engage a human to get the payment credit resolved. I called several times after that first call also on XX/XX/XXXX as well as for the next 5-10 days each time engaging humans and starting from scratch with each call. In a nut shell I was told by every operator I spoke to that they did indeed see my numerous IM 's on XX/XX/XXXX using their internal system when trying to make the XX/XX/XXXX payment on the XXXX. They all also acknowledged my phone payment made on their telephone automated system on the XX/XX/XXXX and each operator also acknowledged that they were having documented system problems on XX/XX/XXXX. Needless to say they defaulted my 2nd modification based on that 3rd payment not posting until XX/XX/XXXX regardless of my numerous attempts to rectify the situation right from the start. Incredibly enough I was humiliated by every single rep I spoke to with the condescending and derisive intonation of, and I paraphrase, `yeah but you should not wait until the last day of the month to make your payment ' even though their jovial and informative Modification Specialists informed me of exactly the opposite while going through the 2nd mod interview in XXXX of that same year XXXX. As an XXXX I was also aware of the `rule of 78 's ' which affords borrowers 31 days grace for any given payment without credit blemish but with late penalty. I proceeded to contact Nationstar regularly over the next 8-9 months repeating my trials and tribulations. I was then granted a 3rd modification ( a rare occurence as I understand ) however much of the sweetener of the second mod was now gone, the payment was increased again, however I accepted it with much chagrin. Again the Modification specialist laid out the same acceptable payment terms to avoid a third default. I made the first payment of the new mod only to be informed that my loan was sold to XXXX XXXX XXXX however it was sold to them in a default status. This caused XXXX to change all of the payment terms to a very few unpalatable options for myself and greatly increased my already intense burden from the now unfriendly `de-modified terms '. I had arranged for the property to be rented in late XX/XX/XXXX however when Nationstar pulled the rug out from under my feet in XX/XX/XXXX that action kiboshed the rental as I needed the XXXX down money from the tenant to put a new boiler in the home. I purchased the home in XX/XX/XXXX and was forced to a new boiler then only to have it kick out in XX/XX/XXXX. XXXX has been completely indifferent to my plight and further humiliated and embarrassed me with many more derogatory and condescending comments clearly placing all blame on myself and refusing to revisit the status of the loan with Nationstar at its time of sale to XXXX. Rather they seem to have rushed more quickly to foreclosure with meager modifications terms and insurmountable cash requirements to stop the imminent foreclosure.
In XX/XX/XXXX my mother was XXXX by the very family member she foretold in her XXXX. I am the baby of XXXX whom produced another XXXX and from whom I am now fully estranged from my entire nuclear family simply because I looked them all in the eye and stated that indeed the `Emperor has no clothes '. The great recession finally subsided into XX/XX/XXXX. These events set the stage for the last and hardest four years of my life. I finally resolved to report the XXXX to the XXXX VA Police and I followed up this new year with a call to Detective XXXX, XXXX, per his instruction, to schedule my appearance for an official deposition as he is now investigating her death. From her XXXX I moved through XXXX, extreme financial distress, a crumbling marriage, XXXX XXXX XXXX, job burnout, my XXXX and damaged XXXX XXXX, hospitalization including a one week XXXX, returned to an empty home from the H an XXXX, and commenced rebuilding my life. I decided XX/XX/XXXX to limit my business accounts to VA only as they pay the best and it is a preferred career twilight posture. I have been a VA XXXX for 24 years and have a stellar record only to be informed XX/XX/XXXX i was being placed upon a 60 hiatus from receiving new orders due to a internal review being conducted from Mtg Co complaints with regard to my appraisal services. Well 60 turned into 120, I was without any income for those four months. I successfully defended myself in XXXX and was reinstated XX/XX/XXXX. I have been working feverishly ever since and am just now starting to get some stability in my legs both literally and figuratively.
I am very confident that once my story is digested I will be vindicated and I am proud to stand in example as a point of strength for others whom may not have my mortgage industry engineered resolve to not only stare XXXX down but to persevere in bringing these unbridled money machines to the very knees of the human condition. Quite frankly I have been a good samaritan and a Guardian earth angel my whole run. Thank you very much for your time and consideration. XXXX XXXX XXXX, XXXX.
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05/24/2019 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Improper use of your report
- Reporting company used your report improperly
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Web |
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XX/XX/XXXX Complaint of Identity Theft and False Impersonation regarding XXXX Tradeline for Nationstar Mortgage Tradeline Account XXXX in XXXX XXXX XXXX Credit File Made to the XXXX XXXX US Attorneys Office at XXXX XXXX XX/XX/XXXX, sent to the Oklahoma Attorney General in response to OK AG REFERRAL NUMBER XXXX, the OKDOCC, the CFPB, and on the Court Record in XXXX XXXX, and reported to the DAs Office, and the FBI, along with XXXX XXXX XXXX XXXX XXXX XXXX. to XXXX XXXX XXXX, XXXX and XXXX XXXX at XXXX XXXX XXXX XXXX, to XXXX XXXX, XXXX XXXX and Mr. XXXX at the OKDOCC, and to be furnished to Congresswoman XXXX office for review and referral to the FTC when an investigation occurs on or after a hearing set in the above stated case XX/XX/XXXX occurs after XXXX XXXX This dispute is not repetitive, meant to harass Nationstar or their Counsel, nor is it a frivolous claim and I am in need of immediate assistance before Nationstar and their Counsel attempt any further action against me to cause me distress or financial or credit scoring damages.
To whom it may concern and to be filed on the record XX/XX/XXXX in XXXX XXXX as new evidence and to report my identity has been compromised and I have been impersonated to report a false claim of admission of delinquency in a way to disparage me through XXXX credit file on me on Thursday XX/XX/XXXX as I did not call or otherwise contact XXXX on this date at all.
I am in a dispute civilly with Nationstar Mortgage LLC dba Mr. Cooper over the justness of and whether an award for attorneys fees based on a Nationstar Motion to Dismiss in XXXX County District Court XXXX XXXX that was sustained on jurisdictional grounds only not based on the merit of my claims against Nationstar Mortgage LLC dba Mr. Cooper is conscionable due to what I believe are currently ongoing breaches of contract not made in an original petition in this case.
After a case for a claim of default in XX/XX/XXXX, Nationstar overcharged me for interest in breach of my note in adjustable charges under section 4 over charging me but specifically under section 2 in Nationstars increase of my fixed interest without disclosure and Nationstars failure to disclose a XXXX a month increase to my 3 final fixed interest charges after I sold my home and the default claim was null and cured.
Nationstar failed to refund me for these overcharged interest charges of {$370.00}, except only to give me miscellaneous refund of {$180.00} prior to my knowledge of the interest overcharges and afterward in XX/XX/XXXX forward.
There is currently a breach of the mortgage in the Oklahoma Universal Mortgages Universal Covenant section 2 in Nationstars failure and refusal to use the required order of payment application that has caused confusion over the last 3 years.
There is also a previously undisclosed reversal of 8 payments that remain outstanding in charges of {$1800.00} that Nationstars Counsel states is for accounting, but yet the payments are stated to be partial payments unapplied, and this seems to be the cause of repeated patterns of Nationstar reporting that my loan # XXXX is currently past due by 120+ days, that I have only made a partial actual final payment or that I am current tense paying Nationstar under a partial payment agreement causing me to lose now over 400 credit scoring points due to Nationstars actions.
I am at risk of further damages I believe besides the {$25000.00} in what I believe to be unjust and unconscionable attorneys fees due to ongoing breaches of the contract the {$25000.00} was allegedly allowed under contract and statute, of further damage besides ongoing repeated inaccurate current delinquency being reported to my credit files and loss of credit scores.
Monday XX/XX/XXXX, I was told by XXXX XXXX XXXX, Counsel for Nationstar Mortgage that in fact Nationstar could not update my XXXX tradeline for Nationstar because XXXX blocked Nationstar from accessing the credit file of mine. I called XXXX, recorded XXXX stating that Nationstar was in no way blocked from updating their own creditor tradeline.
I emailed the full phone call between XXXX and myself XX/XX/XXXX to Nationstars Counsel to achieve an immediate correction, along with emailing attorney XXXX XXXX at XXXX XXXX XXXX XXXX, and Oklahoma Department of Consumer Credits Administrator XXXX XXXX, Deputy Administrator XXXX XXXX, Examiner Mr. XXXX.
Thursday XX/XX/XXXX, I called XXXX to see what party corrected my current status at XXXX under the Nationstar Tradeline XX/XX/XXXX, and if the update to the tradeline was to my written XX/XX/XXXX dispute XXXX received on XX/XX/XXXX, to which XXXX said No, it was in response to your XX/XX/XXXX dispute made by phone that your delinquency was caused by delayed insurance payments.
I disputed to XXXX in two different phone calls Thursday XX/XX/XXXX making this dispute or even calling XXXX at all XX/XX/XXXX.
Thursday XX/XX/XXXX, I called XXXX XXXX XXXX, Counsel of Record for Nationstar, and asked Mr. XXXX if he had in fact emailed the recording I forwarded to him XX/XX/XXXX to Nationstar and he stated Yes.
I believe this action was taken by someone at Nationstar in the small department with access to my account due to litigation, in retaliation against me due to my current filing of a Petition to Vacate the Final Order in XXXX XXXX and due to regulatory complaints made by myself to the OKDOCC and the CFPB, in my effort to seek relief from Nationstars damaging actions.
XXXX requires more information than just birth date and social security number to allow a consumer to access of their own credit file and make disputes or changes through XXXX, including providing answers to three verification questions derived from information located in the consumers current credit file.
Unfortunately, I had included my current verified answers to verification questions in the emailed XXXX recording between XXXX and myself on XX/XX/XXXX to Mr. XXXX on behalf of Nationstar, to attorney XXXX XXXX at XXXX XXXX XXXX XXXX, and Oklahoma Department of Consumer Credits Administrator XXXX XXXX, Deputy Administrator XXXX XXXX, Examiner Mr. XXXX.
I do not believe Mr. XXXX or anyone at the OKDOCC called and impersonated me on XX/XX/XXXX at XXXX.
I did not call XXXX Thursday XX/XX/XXXX and someone else did impersonating me and claiming I was delinquent on the Nationstar tradeline, specifically due to a delayed insurance payment, which is impossible as of the date reported of XX/XX/XXXX, because I no longer have title to the home and havent since XX/XX/XXXX, and wouldnt make this claim anyway to anyone much less XXXX.
I am reporting to each of you that someone accessed my credit file XX/XX/XXXX by impersonating me, made a false credit reporting dispute on my behalf at XXXX XX/XX/XXXX per XXXX, that was adverse in its clear statement stating that I am currently delinquent in my Nationstar account due to a delay in insurance payments on a home I havent owned for 4 years and 10 months.
I am afraid of further damage to my credit file at XXXX by whomever impersonated me as recorded from XXXX twice to me today XX/XX/XXXX, and who used my verification answers and personal identifiers that were clearly stated in the XX/XX/XXXX emailed recording sent to Nationstar through their Counsel by email XX/XX/XXXX to prove to Nationstars Counsel that in fact XXXX wasnt blocking Nationstar from updating the inaccurate current status as of XX/XX/XXXX as currently 120+ days past due, to access my XXXX Credit File under false pretenses to make a false dispute - on top of my only dispute to XXXX dated XX/XX/XXXX in a written dispute not ever responded to by Nationstar Mortgage LLC dba Mr. Cooper after my dispute was delivered to this company on my behalf by XXXX .
XXXX has the XX/XX/XXXX phone dispute I didnt make recorded of another person impersonating me, and I have XXXX stating this occurred twice recorded on XX/XX/XXXX, as evidence this claim is made to me by XXXX and is in XXXX best understanding accurate, and as proof that my extreme concern of identity theft is real, substantiated, and a valid complaint as I am making to each of your agencies.
Please inform me if your agency can help me immediately, as Im not represented.
Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX OK XXXX XXXX
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08/20/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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In XX/XX/XXXX, I entered into a mortgage forbearance on my XXXX XXXX XXXX due to a loss of work hours from the XXXX pandemic. At that time, XXXX held my mortgage. The initial forbearance plan lasted six months through XX/XX/XXXX. I received an extension through XX/XX/XXXX. When I entered forbearance, my mortgage balance was {$280000.00}, my interest rate was 4.5 %, and my monthly payments were {$2300.00}. At some point in this initial forbearance plan, my XXXX statements reflected a new monthly payment of {$2400.00} and an increase in my principal balance of {$280000.00}. I do not understand the increase in the principal balance.
On XX/XX/XXXX, XXXX transferred my mortgage to Mr. Cooper.
In XXXX of XXXX, I asked for an extension on my forbearance. XX/XX/XXXX. XXXX I received a letter from Mr. Cooper showing a principal Balance of {$280000.00} and a voluntary monthly payment of {$2300.00}. On XX/XX/XXXX, I received two letters from Mr. Cooper, which showed two different extension periods and two different mortgage payment amounts. One letter showed an extension of 12 months with a payment of {$2400.00}, while the other letter showed an extension of 3 months and a payment of {$2300.00}. I do not understand the discrepancy between these two letters.
On XX/XX/XXXX, I received a letter from Mr. Cooper showing an extension in my forbearance for another three months, taking me up to the 18 months of forbearance.
I have documentation verifying these numbers and dates.
In XXXX of XXXX, I called Mr. Cooper, stating I was ready to exit forbearance, that my COVID hardship had been resolved, and I wished to resume making my regular payments. I informed that I wanted to access the option of a Covid deferral for my payments that were in arrears. At that point, over the phone, Mr. Cooper informed me that my payments would increase because I had to pay back the escrow in arrears over 12 months. When I asked what the new payment would be for that 12 months, they increased my monthly payments by approximately {$600.00}. I asked if I could take longer than 12 months to pay back the escrow amounts. Mr. Cooper said they might be able to go up to 24 months. I told them I needed longer to pay back the escrow arrearages ; however, I could afford my regular mortgage payments. At this point, they asked a leading question, " So you are saying you can not afford your payments? ". I told them I could not afford that new payment with the conditions of the 12 or 24-month period to pay the back escrow. If they could stretch out the escrow payments further, I could afford them. They did not disclose or offer to me the option of spreading the escrow out over 60 months, which XXXX XXXX offers.
Additionally, I asked about resuming my payments at this point to exit the forbearance but was told that I should not make payments. They said that because they were working up a loan modification, any payments I made at that time would go to my payments in arrears, not toward exiting forbearance and demonstrating my resuming my normal regular payments. I asked Mr. Cooper how long this process would take. They informed me that I needed to be patient with them ; it could take up to 30 days, possibly longer, because they were backlogged. Mr. Cooper did not inform me that this delay in resuming my payments was significant because it pushed me past the 18-month forbearance time cap set by XXXX XXXX regarding COVID deferral options. Again, I did not want a loan modification ; I wanted a deferral ; I could afford my normal payments, and Mr. Cooper would not offer me a deferral. This direction to not resume making my regular payments at the 18-month mark, not to offer me 60 months to pay back my escrow, and failure to inform me of the ramifications of this was deceptive on Mr. Cooper 's part.
For several months I did not receive any contact from Mr. Cooper regarding my next steps. In -- -- Mr. Cooper finally called me and said they had a loan modification package ready for me and that I should begin Trial payments three months at {$2300.00}. This amount was more than my original mortgage payments of {$2300.00}. When I asked why it took so long for them to get to me, they said they had tried to call me several times, reached out by email, and sent letters through the United States postal service. I have a call log showing no reach out from them, I have no record of emails from them, and I did not receive any paper mail from them. I told the representative on the phone about the lack of communication, and she said that regardless we needed to move forward at this point. She communicated a sense of urgency at this point. I am now aware that the Federal Government put out a letter requiring all lenders to wrap up forbearances and move forward with COVID forbearance exit options with their customers by -- -- of XXXX. The federal deadline finally forced Mr. Cooper to deal with me when I could not get them to do so on my own.
I received the loan modification offer from Mr. Cooper. The paperwork states that our principal balance is now {$270000.00}. My interest rate is 4.5 %. My voluntary monthly payment will be {$2400.00}. My arrearages are {$65000.00}. The portion of that amount reflecting my missed principal and interest payments have been recapitalized into a new XXXX loan. This recalculation makes my new principal amount {$320000.00}. My back escrow amounts have been added to my monthly payments and spread across 60 months.
One additional issue regards an appraisal I requested in XXXX of XXXX. I have requested a copy of this appraisal several times but have not yet received one. Mr. Cooper charged {$370.00} for the appraisal to my account.
My complaints against Mr. Cooper are this : 1 ) I feel that their handling of my forbearance and attempt to exit at the XXXX mark forced me into a loan modification and denied me the opportunity to receive a COVID deferral. This was deceptive, deliberate, and a predatory lending practice on their part. This tactic benefits Mr. Cooper financially as it forces me to pay interest on my back interest. It is a financial detriment to me.
2 ) At the 18-month mark, Mr. Cooper failed to inform me or offer the full 60-month period that XXXX XXXX allows to pay back my escrow arrearages. This was deceptive. It is ironic, to say the least, that in the loan modification they ended up offering, they did utilize the full 60 months.
3 ) Mr. Cooper falsely said I could not resume my normal payments at the 18-month mark of forbearance.
4 ) Mr. Cooper ignored my stated desire to receive a COVID deferral, ignored that I said I was able to make my normal payments AND that I could afford the back escrow payments if they could be spread out further than 24 months.
5 ) Mr. Cooper has failed to send me a copy of the appraisal charged to my account in XX/XX/XXXX, as reflected on my XX/XX/XXXX mortgage statement. I need proof of the appraisal or the {$370.00} refunded to my account.
6 ) An additional complaint about this process is that I tried to find out whom the ultimate decision maker is in deciding which workout offer I receive. When I spoke with Mr. Cooper, they stated that XXXX XXXX is the decision maker. When I called XXXX XXXX, they stated that my loan servicer is the decision maker and does not have to make all workout options available to me. Lenders can cherry-pick which options they will make available to their customers.
It is still my desire to receive a XXXX deferral. At this time, Mr. Cooper is only offering the loan modification ; they gave an original deadline of XX/XX/XXXX, to accept or reject the offer. At my request, they gave me a 30-day extension to accept the offer. After speaking with one of the representatives, we were referred to when calling into the XXXX, I accepted the modification and mailed it back to Mr. Cooper yesterday, XX/XX/XXXX. I did so to avoid the possibility of foreclosure per the advice of your representative. They also advised me to register this complaint in the hope that a change could be made to my account and that I would be offered the XXXX deferral. I also want a copy of the appraisal done last year or a {$370.00} refund to my account.
*We can provide additional documentation of communication records upon request.
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10/31/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
Older American, Servicemember |
I entered a forbearance plan with XXXX XXXX XXXX who approached me with a plan to lower my initial 3.51 % interest rate they said they would lower that to 2.1 % saving me {$500.00} per month due to XXXX hardship if I qualified. I filled out all their paperwork and got accepted. I had a mortgage note with XXXXXXXX XXXX for {$2000.00} per month. I purchased the home in XX/XX/XXXX. Its a XXXX XXXX XXXX I was to pay {$1400.00} per month at the new rate. I paid that money to XXXX XXXX XXXX without fail never missing a payment. I paid the money primarily to XXXX XXXX and XXXX XXXX. They submitted a fedex label each month so I could send the money to them. I paid them for 19 months. When I inquired about a lower interest rate ( I ended up being offered as low as XXXX so I expected them to match it or release me so I could accept it. I asked about my equity and my escrow they, said I would receive all that and it was pending. I never received any of the money. They just swept it under the rug telling me to not worry myself about itthey would take care of it and make sure I would receive all of it as soon as they found me a mortgagee. I inquired when the first forbearance allegedly ended what was my position? They said they had not found me a mortgagee and that I was to keep paying my mortgage payment to them. This was near the end of XXXX. In XX/XX/XXXX I recieved a letter from Mr. Cooper that said Certified. I opened up and discovered that I was behind in my payments and was facing an imminent foreclosure. If you cant imagine how this devestating information affected a XXXX Era XXXX XXXX, Rated at 100 % XXXX Veteran, who is single and lives alone and who fought from XXXX to XXXX to finally receive his benefits he earned in the service of his country I was kept at 0 % in XXXX I was 30 % by XXXX and beyond I was superficially stuck at 60 % until going before the XXXX XXXX XXXX XXXX and prevailing and reaching 90 % rated at 100 % Permanent & Total, which allowed me to purchase my home at XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX, Texas XXXX. At any rate I contacted Mr. Cooper and was told by them after XX/XX/XXXX that they were my mortgage holders. I was stunned. XXXX XXXX XXXXXXXX had told me nothing whatsoever about MR. COOPER. That was what they had pledged to do. Inform me when I had a mortgagee. My interest rate was supposed to last the life of the loan at 2.1 % and was locked in. They asked me had I mailed the XXXX payment and sent the fedex label. During that time I learned from MR. COOPER that XXXX XXXX XXXX XXXXad not given them a penny that I paid each month to the tune of around {$29000.00}. Now. I am a victim of XXXX. It is beyond the scope of human imagination. I understand the futility of life for some people who dont expect this kind of treatment against any American citizen. To steal the XXXX XXXX. Perpetuated by Demons who pretend to be human because they can disguise their true evil countenance so easily online. And these criminals dont have the faintest idea of what you had to go thru to get where you are until their rotten XXXX came along and stole your dreams and ambitions by taking away your domicile your pad your home sweet home the place you go to and declareIm so glad Im home! Well I immediately hired a attorney thru an online third party named XXXX who told me he represented XXXX XXXX XXXX XXXX and they specialized in stopping foreclosure. It would cost me a total of {$3000.00}. I paid the money and XXXX XXXX summarily dumped me because I did not move fast enough to provide papers. They all acted like I was already in foreclosure and pushed immediacy upon me, something I had some difficulty in dealing with. I was so ill prepared for the quagmire this matter threw me in. I went thru a MAJOR XXXX EPISODE. My Double XXXX kept me in a catatonic state for quite a while. I finally pulled out of it and started responding to the demands ( which are artificial because I was told by XXXX who handles their law firms side hustle which is to charge the duped forclosure suckers who know nothing about forclosure and are afraid of it ) by the policy of having a place to dump you. She dumped me. They give you a loan modification for XXXX XXXX dollars that MR. COOPER immediately offered me for free. Its a XXXX side hustle alright. Shes on XXXX and had never mentioned the return of my money period. You see once they know you have been screwed by scammers they will seek to scam you too. If they know you are and older person they will seek to make you a victim. I turned XXXX on the XXXX of XXXX. Come on you can visualize it gentlemen and ladies. XXXX gets on the phone to XXXX and says, We got a live one! And she proceeds to use any means necessary to steal my money preying on peoples fear of forclosure and losing their homes. So now Im on a preforclosure list and I am due to be foreclosed on on XX/XX/XXXX or XXXX XXXX. I dont want the modification because in filling it out I felt like I was being made to feel like a criminal trying to get away with something. Additionally MR. COOPER is trying to tack XXXX on the end of my note. Im not down with that. I paid the money. Im the victim of both XXXX XXXX XXXX AND MR. COOPER. Now Ive asked the lawfirm to return my money so I can get a real lawyer who can handle this looming foreclosure and realize if I pay you for your services you work for me and should give me your utmost consideration or dont step up to the plate. They need to return my money as they did nothing but steal it. Additionally MR. COOPER rejected my concerns about this FRAUDLENT mortgage theft and acted like I better pay. They rejected what I told them about the matter. I sent them copies of all the cashiers checks I sent to XXXX XXXX XXXX as payment I sent them copies of all or at least most of the XXXX LABELS that XXXX XXXX XXXX sent to me each month to get me to send the money. Now people and organizations ask me if I have ever missed a payment. I havent ever missed a payment but after all thiswhat am I suppose to say? In the final analysis ladies and gentlemen I told these people about XXXX XXXXS XXXX back in XXXX. I obviously was not believed as they wanted to get that erroneous like you would not believe XXXX more. They are criminal. They were formerly Nationstar and had to be rescued by the government and now I guess to make up for their previous indiscretions they decide to stick it to a senior citizen ( they probably can be beaten into submission out of fear and online ignorance, an easy target. To a XXXX Era Veteran means I went into the military service during war at a time when men were burning their draft cards and running to hide out in XXXX. I volunteered.
I dont deserve this treatment. XXXX XXXX. XXXX who was the first person I contacted at MR. COOPER and told my info to was commiserating with XXXX said he would see that my details got to MR. COOPERs fraud department. I found out they dont have a Fraud Department XXXX Instead I get word from MR. COOPERS minions that the evidence I submitted on my behalf and proof that I paid was not sufficient. They did not give me any idea what sufficiency would be required. They just left me hanging like I was a liar. Well come to find out that the Federal Trade Commission has closed down XXXX XXXX XXXX effective in XXXX of this year. Shows you how ineffective this lawyer is as they know nothing of this fact and probably are still finding XXXX forclosure suckers. The firm is XXXX XXXX XXXX XXXX. XXXX XXXX, Attorney Address : XXXX XXXX XXXX XXXX, XXXX, Texas XXXX. The FTC has frozen all assets for XXXX XXXX XXXX. My money is there. Please help me get itplease help me find another mortgage services due to the fact that I dont trust MR. COOPER as I feel they are culpable and are in cahoots with XXXX XXXX XXXX XXXX Please let me know how I can stop this illegal forclosurepast presidents have put out decrees to have no homeless veterans I think by XXXX. They are trying to make me homeless thru no fault in any way of my own. People like theseneed to be crushed and left on the moon. I dont think they are even human.
I hope this info can help bring them to justice.
Thank you for your kind consideration and attention to detail in this letter. I thank you.
XXXX XXXX XXXX, XXXX.
XXXX XXXX XXXX
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10/04/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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List of issues 1. XXXX loan was fraud by deception, hidden fees, over inflated value of the home by the appraisal company which was told could only be done by their appraiser, non-disclosure of points paid, PMI insurance, closing cost, and working with a mortgage company to further exploit a toxic Mortgage. The owner of the business went to prison for mortgage and other financial fraud.
2. In XXXX XXXX the crash of the housing market was mainly due toxic loans and non-compliance by mortgage brokers and over looked by the regulators in the lending market.
3. During this time many of these subprime loans were taken over by XXXX XXXX and XXXX XXXX, which in return were contracted out to servicing mortgage entities.
4. The Loan we have were serviced by XXXX, XXXX, XXXX, XXXX, Mr. Cooper, and in between, smaller brokers, and, which all had legal action by the U.S. government taken against them for violations in various aspects related to servicing of these loans. ( which all happen to us ).
5. The original Home loan and pasts modification were put together with numbers that are incorrect and based on false numbers by fraud from the start of Day 1 to purchase and buy this house.
6. Current complaint is how Mr. Cooper managed the servicing of this loan for Fannie Mae.
7. Such as *The way the payments were applied and distributed in a way that went to interest, fees, back Escrow due, and then principal. Which was design to recover their costs first.
* Fees $ XXXXmo on each statement, legal fees, inspection fees, and misc. fees.
* Statements sent via mail within days that contradicted each other.
* Modification delays * Notification of Sale and transfer notice 404 after given after the 30 day requirement.
8. The current handling of the Modification paperwork faxed on XX/XX/XXXX.
9. Sold loan on XX/XX/XXXX to XXXX XXXX, during this time Mr. cooper was aware of this but did not inform us via mail or during phone inquiries. Continue to relay to us once a week by XXXX that Mod was still in the underwriters hands. Also known as Notice 404.
10. During the process they said that more documents needed to be summit to continue the underwriters process. This happens 4 times only found out by weekly calls for an update on the status of the Mod and got letters via mail after the calls. These letters stated the documents must be received by Dates that were well beyond the transfer date of the loan. I believe this was a delay tactic as they know this is a toxic loan and again given to another servicer awarded by Fannie Mae and let XXXX XXXX deal with it.
11. How many times are servicing lenders keep doing this just profit after paying fines and sell at the last minute to minimize loss on the loan for the stock holders. The risk to them is worth it and continued doing the same.
12.I have many documents dating back to the beginning of this loan. This includes the past Mods, all original uniform docs and fraud court papers, monthly statements from day 1, transfers papers, all letters from servicers, misc. paperwork, and other related court docs from the past and judgments made against all the servicers that handled our mortgage.
Chain of events during Review of the current modification : * Was told the max of modifications thought out life of loan of was being waived which was a result of past complaint sent to you and Fannie Mae and now can be reviewed for a current modification.
Keep in Mind this was all a delayed tactic, as they Know of the Sale on XXXX XXXX ( no 404 notice until XX/XX/XXXX ).
*Right around XXXX Mr. Cooper said we were granted a review for a new modification and outlined via phone then mail the documentations needed to complete.
* Once weekly updates were relayed by XXXX ( My point of contact ) calling me at my request. To keep us updated status of Modification.
* XXXX Faxed modification applications plus requested supporting documents ( 44 pages ) * XXXX After current weekly call was told to send more docs to explain the numbers from the paystub which the underwriter incorrectly calculated them as we made $ XXXX/per mo. and needed more current paystubs to clarify the numbers. ( 10 pages ) * XXXX faxed my delivery daily audit report which shows days tips, gas, and hourly wage.
XXXX called no new updates still in underwriting.
XXXX called no new updated still in underwriting.
XXXX called for the weekly update told still in underwriters hand. I told her that my wife had quit her job at a XXXX XXXX due to covid thus me having a XXXX XXXX, and her previous XXXX, but had found a new career. Told her that she had a replacement job in place. Then was asked to send letter of expiation and letter from new employer to the Underwriters Dept.
XXXX-sent fax Letter from current employer stated date of hire, pay rate, and Hrs/per wk.
* About XXXX received letters in mail from Mr. Cooper and XXXX XXXX XXXX the Sale Dated XX/XX/XXXX.
* On XXXX called for weekly update. Asked about the timing of sale and the effect on the Modification. The response was that she had no control of the sale and our Modifications documents are incomplete as the last letter from My wife faxed on XX/XX/XXXX did not contain the annually salary of her current employer. ( if this not a delay thing tell me what it is ) if they can not do the math of $ XXXX x XXXX hrs//wk x XXXX x XXXX = {$32000.00}, they need a new underwriter.
This should be look at in a more in-depth one on one since I have many documents to share to put this in full scope of what happen and is about to happen again with the Covid forbearance ending. The loan servicing companies I believe to test the limit they can get away with as they did in the past.
Solution I would like the help with from your agency to to look at all the paperwork I have to better understand the whole picture and scope of what happen to us and many others that fell under radar during the mortgage crisis. I would have liked to send all the papers and evidence via attachment. But with over 500 pages of documents, it would be easier to send via balk mail or someone to see them in person.
It is a matter of the fight that we had to go through the life of this loan some at are fault for missed payments for unexpected situations. We were proactive at all times of the solve missed payment options available during the loans cycle. We first missed payments in XXXX thur current. That looks bad, but with reason. With the documents and trail of events Mr. Cooper communications via mail, phone, Faxes, and agreeing to statement that this call is begging recorded. The phone calls may help clarification on the mortgage modification, attempts to make payment options, questions on payment distribution, forbearance extension denial, and many so called point of contact person.
Please refer to the following Cfpb # XXXX Cfpb # XXXX XXXX servicing Bureau of consumer finical protection vs. Nationstar Case # 1:20-cv-3550 XXXX XXXX XXXX ( PMI ) Case # XXXX been charge $ XXXX/mo Darin and XXXX XXXX XXXX XXXX Case # XXXX, this was done by me with no attorney, knowing that the foreclosure was being done illegal means to prevent and hide the loss during the housing crisis.
Look at the Department of justice office of public affairs published XX/XX/XXXX I have many other related Court Documents and US Government Mandates to back this up. The above is just the start, Have many more related to our situation.
Many years thought all this, I did my investigating to understand how to deal with the past and current servicer tactics at the end to make money, and personal objective to hold these servicers accountable for the deceptions.
Solution I feel in the event of the fraud from the begging and continued though out the life should be settled to turn over the title and the forgive the Loan. The other option is to Make the loan Modification based on corrected numbers from day one and past mods that was put together with many errors.
I will send via fax the documents to show deceptive tactics to delay Modification, Payments made in lump sums but went to unapplied fund on statements for months. I have the statements for transaction. Related to Mr. Cooper. Will be sent within 2 days of this summited complaint.
Thank You
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03/25/2019 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
FELONY MORTGAGE FRAUD CONSPIRACY TO DEFRAUD U.S GOVERNMENT, CRIMINAL CONVERSION ...
IN THE CIRCUIT COURT FOR XXXX COUNTY FLORIDA PETITION FOR CANCELLATION OF MORTGAGE DUE TO FRAUD ON OR BEFORE XX/XX/XXXX XXXX XXXX ( Deceased ) AND XXXX XXXX WERE VICTIMS OF MORTGAGE FRAUD, PREDATORY LENDING AND CONSPIRACY TO DEFRAUD SENIOR CITIZENS IN FLORIDA PETITINER ALLEGES several violations of Florida Statute 817.545 ... Mortgage fraud.
VIOLATION OF FLORIDA STATUTE 817.45 SECTION 1 ... We have a lender that proviced Fraudlulent loan applications, fraudlent loan disclosures, and fraudulent HUD-1 Statements in addition to commiting and admitting Escrow fraud ... They committed the following violations of 817.45 Section 1 " Documents involved in the mortgage lending process include, but are not limited to, mortgages, deeds, uniform residential loan applications, or other loan applications ; HUD-1 settlement statements ; any required disclosures. '' VIOLATION OF FLORIDA STATUTE 817.45 SECTION 2, 2 ( A ) ... They committed the following violations of Florida Statute 817.45 2, 2A ... " A person commits the offense of mortgage fraud if, with the intent to defraud, the person knowingly : ( a ) Makes any material misstatement, misrepresentation, or omission during the mortgage lending process with the intention that the misstatement, misrepresentation, or omission will be relied on by a mortgage lender, borrower, or any other person or entity involved in the mortgage lending process '' ...
These senior citiznes were decieved with false payment estimates, mail fraud, wire fraud and false loan disclosures, A follow up investigation determined that the homeowners insurance was never included in the loan estimate, payment estimate or the HUD-1 Statement. This is probably the oldest trick in the mortgage book of crime ... false disclosures.
The Entire Truth in Lending Act was written specifically to prevebnt these types of crimes agaiunst consumers. The defendants knowingly issued an FHA loan in direct violation of all state and Federal loan dosclosure laws, they later collected on a ; oan that was illegally disclosed nd never corected as required by law when a fraudlent loan occurs FOR ANY REASON. It has always been illegal tom issue a loan with false, fraudulent or missing information.
The defendants in this case all knowingly committed a conspiracy to defraud the consumers and the Mortgage Insutrancethis conspiracy. The defendants also tried to illegally steal the home from these senior citizens using numerous fraudulent acts that I will disclose and provide evidence for also in this petition.
VIOLATION OF 817.45 SECTION 2 C ... Receives any proceeds or any other funds in connection with the mortgage lending process that the person knew resulted from a violation of paragraph ( a ) or paragraph ( b ).
GENERAL INFO ... MORTGAGE FRAUD UNDER 817.45 ( 4 ) For the purpose of venue under this section, any violation of this section is considered to have been committed : ( a ) In the county in which the real property is located ( b ) Any person who violates subsection ( 2 ), and the loan value stated on documents used in the mortgage lending process exceeds {$100000.00}, commits a felony of the second degree, punishable as provided in s. 775.082, s. 775.083, or s. 775.084.
SUPPORTING EVIDENCE, CASE HISTORY, EXHIBITS WE BEGIN WITH THE LOAN ORIGINATION FRAUD, WE HAVE LOAN ORIGINATION FRAUD ON ALL DOCS AND ALL DISCLOSURES IN VIOLATION OF FLORIDA STATUTE 817.45. THE ENTIRE SALES PITCH OF " LOWERING YOUR PAYMENT '' IS MAIL FRAUD ( EXHIBIT K ) AND THE ENTIRE TRANSACTION VIOLATES FLORIDA STATUTE 817.45 AND THE FEDERAL TRUTH IN LENDING ACT, IF A LOAN IS NOT PROPERLY DISCLOSED ( SEE FALSE LOAN DISCLOSURES USED BY DEFENDANTS ON EXHIBITS C, D, G, I ), IT MUST BE CORRECTED WITHIN 30 DAYS AND SIGNED BY ALL PARTIES. THIS WAS NEVER DONE ... XXXX XXXX, XXXX, NATIONSTAR MORTGAGE, XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX, AND XXXX XXXX ALL CONFIRMED THE REPEATED COUNTS OF MORTGAGE FRAUD OCCURRED BUT ALL OF THEM REFUSED TO COMPLY WITH STATE AND FEDERAL LAWS. *** IF ANY OF THIS WAS AN ACCIDENT/NOT A CRIMINAL CONSPIRACY IT WOULD HAVE BEEN CORRECTED, APOLOGIES WOULD HAVE BEEN OFFERED TO THE SENIOR CITIZENS AND THE LOAN WOULD HAVE BEEN CANCELLED IMMEDIATELY AS REQUIRED BY STATE AND FEDERAL LAW. INSTEAD, THE OPPOSITE HAPPENED. THE HOUSE PAYMENT FOR THIS ELDERLY COUPLE ON A FIXED INCOME DOUBLED SEVERAL TIMES AS A DIRECT RESULT OF LOAN FRAUD. THEY STOLE {$1500.00} FROM THE ESCROW ACCOUNT WITHOUT AUTHORIZATION ( SEE EXHIBIT D ), THEY ALSO PRETENDED TO CORRECT/CANCEL THE LOAN VIA EMAIL AND PHONE BUT ILLEGALLY FORECLOSED ON THE ELDERLY COUPLE WITHOUT NOTICE. ALTHOUGH WE STIPPED THE FORECLOSURE THAT NEVRR SHOULD HAVE HAPPENED, AS YOU SEE HERE THEY ARE STILL TRYING TO COLLECT ATTORNEY AND SERVICE FEES FOR THE FORECLOSURE AND THEY COMMIT MAIL FRAUD ONCE AGAIN BY LISTING THEM AS LATE FEES BILLED ON ONE DAY BUT THEY ARE CLEARLY LABELED " LEGAL FEES '' UNDER LENDER PAID EXPENSES ON THE SAME STATEMENT ( SEE EXHIBIT V ) TO COLLECT THESE ILLEGAL FEES THEY USED WIRE FRAUD AND COLLECTED PRINCIPAL WITHOUT PROPER CREDIT 3 DIFFERENT TIMES. THIS ELDERLY COUPLE MADE 3 HOUSE PAYMENTS AT ONCE, THREE DIFFERENT TIMES ... CONFIRMED ON THE PHONE WITH XXXX XXXX AT CORPORATE OFFICE ... AND THEY WERE STOLEN XXXX DIFFERENT TIMES. REQUESTS FOR COPIES OF THE RECORDINGS OF THE PHONE CALLS WERE DENIED, THEY SAID WE HAD TO SUBPEONA THEM, WE WILL NEED THE COURT 'S ASSISTANCE ON THIS MATTER BUT IT IS NOT NECESSRY BECAUSE WE STILL HAVE WRITTEN PROOF ( SEE EXHIBIT P ). XXXX XXXX XXXX CLAIMS TO HAVE DONE THE LOAN CORRECTLY BUT THEIR DOCUMENTS ALSO SHOW THE MISSING HOMEOWNERS INSURANCE AT LOAN DISCLOSURE ( SEE EXHIBIT J ). THEY CLAIMED WIND INSURANCE WAS LEFT OFF THE LOAN INADVERTENTLY ALSO BUT THEY CLEARLY HAVE A COPY ( SEE EXHIBIT W ) ... THE SENIOR CITIZENS PAID XXXX XXXX AND XXXX XXXX THOUSANDS OF DOLLARS TO GET RIPPED OFF BY THIS GROUP COLLECTIVELY. THEY INTENDED TO FINISH THIS SCAM BY COLLECTING THE PRIMARY MORTGAGE INSURANCE AND SELLING THE HOME THEY ILLEGALLY FORECLOSED ON. ...
THE FOLLOWING EXHIBITS ARE ENTERED AND LISTED BY NAME ...
EXHIBIT A/B ... ILLEGAL FORECLOSURE ... EXHIBIT C, TRUTH IN LENDING ACT VIOLATION ... EXHIBIT D ... NATIONSTAR CONFIRMING ALL ILLEGAL ACTS BUT REFUSING TO COMPLY WITH VICTIM 'S RIGHT TO IMMEDIATE LOAN CANCELLATION, SIGNED BY XXXX XXXX ... EXHIBIT ... VIOLATION OF CONSURE LAW/TRUTH IN LENDING ACT ... EXHIBIT F, VICTIMS ... EXHIBIT G, TRUTH IN LENDING ACT VIOLATION.. EXHIBIT H, CONTACT INFO FOR UNRESPONSIVE TITLE CO ... EXHIBIT I, TRUTH IN LENDING ACT VIOLATION ... EXHIBIT J, XXXX FUNDING GOOD FAITH ESTIMATE FRAUD/TRUTH IN LENDING ACT VIOLATION ... EXHIBIT K, MAIL FRAUD, XXXX ... EXHIBIT L, TRUTH IN LENDING ACT VIOLATION XXXX FUNDING ... EXHIBIT M, NATIONSTAR CONFIRMING THE CONSUMERS WERE VICTIMS OF PREDATORY LENDING AND FRAUD BUT REFUSING TO COMPLY..EXHIBIT N ... TRUTH IN LENDING VIOLATION XXXX ... EXHIBIT O, XX/XX/XXXX, NATIONSTAR CONFIRMS CRIMES BUT REFUSES TO COMPLY AND CONTINUES TO COLLECT ILLEGALLY ... EXHIBIT P, VICTIMS MADE 3 PAYMENTS BUT ONE WAS STOLEN TO PAY FOR LEGAL FEES THAT WERE ILLEGALLY ADDED ... FEES WERE ADDED LONG AGO WHEN THEY ALSO COMMITTED ANOTHER WIRE FRAUD, LYING TO CONSUMER ABOUT COMPLYING WITH RIGHT TO LOAN CSNCELLATION BUT SIMULTANEOUSLY FORECLOSING WITHOUT NOTICE.,, EXHIBIT Q, XXXX PARTICIPATING IN FINAL LOAN FRAUD ... EXHIBIT R, FRAUDUKENT GOOD FAITH ESTIMATE FROM XXXX ... EXHIBIT S, XXXXFRAUD ... EXHIBIT T, XXXX FRAUD EXHIBIT U, XXXX GOOD FAITH ESTIMATE FRAUD ... EXHIBIT V ... NATIONSTAR COLLECTING LEGAL FEES BUT ILLEGALLY BILLING THEM AS LATE FEES ... EXHIBIT W, WIND INSURANCE COPY ... THEY CLAIM THEY NEVER HAD IT .... THIS WAS THEIR COPY ... EXHIBIT X, FRAUDLENT HUD 1 AND FRAUDULENT FHA LOAN APPLICATION, TRUTH IN LENDING ACT VIOLATION.. XXXX XXXX ... EXHIBIT Y, REFUSAL TO COMPLY, CONSPIRACY TO DEFRAUD CONSUMER/FHA/U.S. GOV, XXXX XXXX ... EXHIBIT Z ... PROOF NATIONSTAR HAS BEEN FULLY AWARE OF THIS FRAUD SINCE XX/XX/XXXX/ PROOF OF XXXX XXXX STEALING ESCROW AND ILLEGALLY DOUBLING THE HOUSE PAYMENT ( EXHIBITS PREVIOUS, Y UPLOADED TO CFPB )
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03/28/2022 |
Yes |
- Debt collection
- Mortgage debt
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- Attempts to collect debt not owed
- Debt was paid
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Web |
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I am currently in XXXX XXXX XXXXnkruptcy and made my last payment to trustee in XX/XX/XXXX and is awaiting a discharge from the court since I have completed all my required payments.
On XX/XX/XXXX, my bankruptcy lawyer emailed me that Nationstar Mortgage, LLC d/b/a Mr. Cooper filed a Notice of Default on XX/XX/XXXX against me regarding default of the terms of the Order entered by the Court on XX/XX/XXXX. Mr. Cooper said that as of XX/XX/XXXX, I failed to pay the following : Payments of {$1800.00} from XX/XX/XXXX - XX/XX/XXXX = {$3700.00} XXXX XXXX XXXX ( {$480.00} ) TOTAL DUE = {$3200.00} They said that if said funds are not received, they will have no alternative but to proceed with any court action deem necessary due to this default.
On XX/XX/XXXX, I responded to the email and said that I have attached all payments for the years XXXX and XXXX in zip file. The XXXX folder shows the checks, mortgage receipts, proof of check they deposited in the bank, and the date I went to the post office and mailed the checks out. I also called the mortgage company on Wednesday XXXX, XXXX to verify they received the checks because I saw only one check was deposited. Mr. Cooper Representative told me they received both checks and it was processed. On Thursday XXXX, XXXX I saw the other check processed in my bank account.
On XX/XX/XXXX, my bankruptcy lawyer forwarded me an email from Mr. Cooper Lawyers saying the following : Attached please find Pay History as of XXXX. Debtor is still in default and showing due for the XXXX payment.
On XX/XX/XXXX, I responded to the email and said the following : I looked over the pay history you sent me and reconciliated it to show proof I have made all my payments. I have also attached all my proof of payments for the years XXXX, XXXX, XXXX and XXXX. I have also included each monthly statements Mr. Cooper sent me showing the total payment I have to pay in which I paid.
Attach is the XXXX reconciliation sheet, and all monthly statements from Mr. Cooper together with all my payments for each of the years XXXX to XXXX.
On XX/XX/XXXX, my bankruptcy lawyer forwarded me an email from Mr. Cooper Lawyers saying the following : We just got the attached post-petition payment history in, which is current as of this morning. As you can see, the last payment of {$1900.00} received on XXXX was applied to the XXXX payment due. There is a {$1200.00} suspense balance. Debtor is still showing due for the XXXX and XXXX payments due.
On XX/XX/XXXX, my bankruptcy lawyer also asked Mr. Cooper lawyers about the following checks : What about the other two checks my client sent to your client I don't see them on the payment history? I'm referring to check # XXXX cleared on XX/XX/XXXX in the amount of {$1900.00} plus XX/XX/XXXX, payment in the amount of {$1800.00} check # XXXX?
On XX/XX/XXXX, Mr. Cooper lawyers responded to the email and said the following : The payment you state was mailed in on XXXX is not showing up yet. The other two payments of {$1900.00} each are already on the pay history, showing as received on XXXX and XXXX.
On XX/XX/XXXX, I responded to the email from Mr. Cooper lawyers and said the following : I looked at Mr. Cooper pay history statement and I have attached proof I have paid XXXX, XXXX, XXXX and XX/XX/XXXX.
XX/XX/XXXX payment I paid late which money order showed XX/XX/XXXX. I also attach to the money order Mr. Cooper statement in which I let them know that the payment was for XX/XX/XXXX.
XXXX and XXXX Payment I wrote a check for {$3900.00} in which I added an extra {$200.00}, and I noted it was for the escrow account. I even included Mr. Cooper statement again showing that this check was for XXXX and XX/XX/XXXX. Check # XXXX XXXX payment I mailed in XXXX which again I also put Mr. Cooper statement letting them know that this was for XX/XX/XXXX. Check # XXXX Look at the attachment I have included with this email.
I also emailed proof to Mr. Cooper lawyers showing my bank statements of the checks processed. The bank statements showed Mr. Cooper Deposited check on XX/XX/XXXX. Check # XXXX Amount {$1900.00}.
Mr. Cooper Deposited check on XX/XX/XXXX. Check # XXXX Amount {$1900.00} I also noted the following to Mr. Cooper lawyers : on XX/XX/XXXX, Mailed Check # XXXX Amount {$1800.00} see proof of receipt from post office. Receipt notes that estimated delivery date is XXXXlook at the receipt.
I have provided all mortgage statement Mr. Cooper sent me showing what they said my total payment was for each month. and showed proof via all receipts showing it was paid. I emailed all documents to Mr. Cooper lawyers.
On XX/XX/XXXX, I also sent another email to Mr. Cooper lawyers with proof of payment and noted the following regarding the payment history they sent me : Look Mr. Cooper Statement showed my total payment was {$1100.00} for month of XX/XX/XXXX. XXXX XXXX for {$1100.00} was mailed XX/XX/XXXX and Mr. Cooper received it on XX/XX/XXXX but they did not applied it to XXXX XXXX they put it in suspense account. Look at the pay history. Look at Mr. Cooper statement showing {$1100.00}. This is where all the problems began because they did not applied my payment for XX/XX/XXXX.
Look Mr. Cooper XXXX showed my total payment was {$1500.00} for month of XX/XX/XXXX. Money Order for {$1500.00} was mailed XX/XX/XXXX and Mr. Cooper received it on XX/XX/XXXX. Mr. Cooper went and applied this month XXXX payment as the payment for XX/XX/XXXX. Look at Mr. Cooper statement showing {$1500.00}. Look at Mr. Cooper pay history which showed this XXXX payment was applied for XXXX.
On XX/XX/XXXX, Mr. Cooper lawyers responded to my email and said the following : We will send this information over to our client for review.
In the meantime, here is another copy of the post-petition payment history we received earlier today from our client, which they had updated as of this morning. The left hand column shows the dates payments were received, the next column over shows the amounts received, etc. Payments are applied in the order they are received. As you can see, this payment history shows that the last two payments that were received of {$1900.00} each on XXXX and XXXX were applied to the XXXX and XXXX payments due. The payment you state was mailed in on XXXX is not yet showing on this payment history.
On XX/XX/XXXX, Mr. Cooper lawyers sent an email to both me and my bankruptcy lawyer and said the following : Please be advised that we have closed our current Notice of Default ( NOD ) process. The attached updated pay history now shows debtor due for the XXXX payment ( less than 30 days delinquent ). Note that the amount due for the XXXX payment is {$650.00} ( {$1800.00} minus {$1200.00} suspense balance ).
On XX/XX/XXXX, I responded to Mr. Cooper lawyers ' email with proof and said the following : Here is proof of check # XXXX and post office receipt below showing I have mailed today the amount they said I owe of {$650.00}.
On XX/XX/XXXX, I received my XXXX mortgage statement in the mail from Mr. Cooper and it showed I am owing them {$2500.00}.
The statement noted that the regular monthly payment is {$1800.00} I have a past unpaid amount of {$1800.00} and partial payment unapplied of {$1200.00} XXXX filed this complaint because am tired of Mr. Cooper in accurate information saying I owe when I do not. I have provided all documents showing proof I have paid all amounts and yet they say I have an unpaid amount plus a partial unapplied amount. There lawyers sent email on XX/XX/XXXX, noting the only money owing was {$650.00} for XXXX. Even thou I disagreed with this amount I paid it because of the stress and the effect this mortgage company is having with my mental health. And yet they continue to harass me for amounts that I do not owe.
Mr. Cooper lawyers also sent me a Notice of mortgage payment change which they filed with the bankruptcy court noting my new mortgage payment.
Date of Payment change XX/XX/XXXX New total payment {$1800.00} Effective XX/XX/XXXX.
I am tired of Mr. Cooper decisive practices of taking advantage of me which is affecting my mental health and well-being.
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06/17/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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XX/XX/XXXX we moved to XXXX XXXXXXXX XXXX and purchased our home taking a mortgage with XXXX $ XXXX after cash deposit. In XXXX we lost our business when the economy was forced to crash and we filed bankruptcy but did not claim Mortgages. In XXXX of XXXX we applied for HAMP loan modifications and were denied, applied again and were accepted. Our payments were lowered {$600.00} a month for the trial period. The trial period lasted 18 months. Unbeknownst to us, the trial period should have been 3 months. We made every payment on time for 18 months during this time and repeated requests to provide the same information over and over or threat of being dropped from the program. This was frustrating and exhausting.
Income Statements 2 current pay stubs Divorce decree if applicable Copies property taxes and insurance Rental agreements Income tax returns Proof of HOA dues or statements Unemployment letters if applicable Current bank statement Profit and loss if self employed Social Security or Pension income Child support or XXXX benefits Etc, Ect, Constant paperwork In XX/XX/XXXX When we called to make our payment that month and we were informed we could not, we were kicked out of the program because of an oversight in failing to update a 4506-T form they said. ( We repeatedly had to send in information. ) From that point on we were in limbo. WE NEVER MISSED A PAYMENT, and could not make a payment as they would not allow us to. We were not in modification any more and not in regular mortgage anymore no one would take a payment and no one could tell us what to do. We then started to get letters from law firm XXXX XXXX XXXX XXXX. in XXXX XXXX XXXX. Not to make a payment but that our house was going to be sold.
No one at XXXX would contact us back or return our calls for numerous months and the lawyers at XXXXXXXX XXXX XXXXXXXX said their hands were tied. This was devastating and extremely frightening as they were not willing to do anything and were attempting to steal our home. Finally my husband sought out legal help and was instructed to write a letter which finally got us a response.and stopped the proceeding. They made us go through the whole process again to modify or remortgage the loan.
In XXXX due to another bout of financial hardship, not fully recovering from loss of business and bankruptcy with being a single income household. We were offered modification again and with a Company called Seterus at which point the payments increased and extended the loan so I am at a loss as to how these are helpful. It then Changed to Nationstar and then In XX/XX/XXXX switched again to a company called Mr. Cooper.
XXXX of XXXX, because of covid 19 a flu like illness with a 99.98 % survival rate, ( as per CDC ) the government shut down businesses nationwide and Globally. Due to no fault of our own my husband was furloughed from his job. Because we are a single income household, I as a XXXX XXXX XXXX wife, mother and XXXX XXXXXXXX XXXX XXXX XXXX, this left us without an income.
Like many others in the nation, we also were now beholden to the companies that for some reason were not shut down and were still allowed to operate and were offered only one unreasonable option when it came to our mortgage. Option of a loan forbearance but then informed we were to pay it all back in one lump sum at the end. If there is no money to pay one payment, who would have the entire lump sum for the numerous months at the end? Feeling trapped, this was the only option offered by Mr. Cooper. ( Extortion? ) We did not go to a notary to change the terms of this loan ; it was done digitally.
At the end of their so-called COVID relief program they then requested the XXXXXXXX XXXX XXXX XXXX all at once. This felt like extortion, a trap and made no sense and felt criminal. Being that we had no choice in our loss of income or the transfer of our mortgage from Seterus to Mr. Cooper and were newly with them, I requested a validation of debt from XXXX XXXX, President and CEO of Mr. Cooper on XX/XX/XXXX by certified return receipt requested, through the USPS. I got no response.
Then next communication I did receive regarding my mortgage, was a statement from a company called XXXX XXXX XXXXXXXX asking for the balance of the money Mr. Cooper was previously asking for. I have not received notification from Mr. Cooper since my request.
nor did I received notification from Mr. Cooper that there would be a change/sale of the mortgage company, no contract, nothing.
Numerous letters were sent to XXXX requesting them to identify themselves as having a legal right to request money from me, I got no response therefore started sending certified letters.
I sent certified letters to XXXX XXXX, President of XXXX and XXXX directly for the validation of debt and proof they have the original note in its original form. No response.
XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX I Requested : 1. Original article of indebtedness with wet signature.
2. Full original disclosure document. ( Not a Copy ) 3. Full financial accounting of the account that was debited to fund my loan. ( money not credit ) 4. Origin
al title not copy.
Assurance was made that these documents would be returned to them.
Requests were made to : XXXX XXXX, Mr. Cooper XXXX XXXX XXXX XXXX, XXXX XXXXXXXX XXXX XXXX XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX, XX/XX/XXXX No response from XXXX.
No response from Mr. Cooper who was servicing the loan at the time.
No response from XXXX until XX/XX/XXXX Below are dates of recognition letters from XXXX. Recognizing I have made requests for documentation. I have received no documentation until XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX I sent a letter directly to XXXX XXXX with XXXX this is when I received photocopies of some of the documentation XX/XX/XXXX but not original documents as I requested. Never proof of an accounting of the monies to fund this loan as requested.
This property has changed servicing companies numerous times. With an attempt to steal my home in XXXX and now again today.This most recent switch of companies with no notification and request for payment from a company I am not aware of is disturbing. I am simply requesting to see the original documents as requested to verify no fraud has been committed from the onset of this loan.
XXXX is continually attempting to modify my loan again. I have no intention of doing this with this company that is trying to collect money when they are unable to verify the right to collect this money to begin with. I have sent numerous requests to these organizations and have not been granted the documentation I have requested to date.
I have also received numerous threatening letters from XXXX XXXX XXXXXXXX stating that they represent XXXX and I should pay them or they would foreclose and steal my home. I informed them of my concern in making sure no fraud has been committed and requested the documents from them also. I was informed that they are under no obligation to provide me with the documentation I am requesting. They did provide me photocopies of part of the information but not original as requested. This is the age of digital fraud and therefore not a viable option when possi ble fraud is a concern. Is there something to hide? This is quite strange at this point and I feel like I have to take legal action to get documents? If everything is legitimate this should not be a problem.
XXXX, Seterus and Nationstar/Mr Cooper are subjects of multi-million dollar class action lawsuits both of which are being pursued by CFBP Consumer Financial Protection Bureau and others..
Due to the lack of cooperation in providing the requested paperwork from all companies asked, I will be forced to get : Securitization audit.
XXXX XXXX XXXX.
XXXX verification to verify this loan was not bifurcated at closing.
Verification of Insurance claims to see if they have been satisfied rendering if loan has or has not been paid in full.
XXXX XXXX XXXX XXXX
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06/17/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
|
XX/XX/XXXX we moved to XXXX XXXX XXXX and purchased our home taking a mortgage with XXXX $ XXXX after cash deposit. In XXXX we lost our business when the economy was forced to crash and we filed bankruptcy but did not claim Mortgages. In XXXX of XXXX we applied for XXXX loan modifications and were denied, applied again and were accepted. Our payments were lowered {$600.00} a month for the trial period. The trial period lasted 18 months. Unbeknownst to us, the trial period should have been 3 months. We made every payment on time for 18 months during this time and repeated requests to provide the same information over and over or threat of being dropped from the program. This was frustrating and exhausting.
Income Statements 2 current pay stubs Divorce decree if applicable Copies property taxes and insurance Rental agreements Income tax returns Proof of HOA dues or statements Unemployment letters if applicable Current bank statement Profit and loss if self employed Social Security or Pension income Child support or ssi benefits Etc, Ect, Constant paperwork In XX/XX/XXXX When we called to make our payment that month and we were informed we could not, we were kicked out of the program because of an oversight in failing to update a 4506-T form they said. ( We repeatedly had to send in information. ) From that point on we were in limbo. WE NEVER MISSED A PAYMENT, and could not make a payment as they would not allow us to. We were not in modification any more and not in regular mortgage anymore no one would take a payment and no one could tell us what to do. We then started to get letters from law firm XXXX XXXX XXXX XXXX. in XXXX XXXX XXXX. Not to make a payment but that our house was going to be sold.
No one at XXXX would contact us back or return our calls for numerous months and the lawyers at XXXX XXXX XXXX said their hands were tied. This was devastating and extremely frightening as they were not willing to do anything and were attempting to steal our home. Finally my husband sought out legal help and was instructed to write a letter which finally got us a response.and stopped the proceeding. They made us go through the whole process again to modify or remortgage the loan.
In XXXX due to another bout of financial hardship, not fully recovering from loss of business and bankruptcy with being a single income household. We were offered modification again and with a Company called Seterus at which point the payments increased and extended the loan so I am at a loss as to how these are helpful. It then Changed to Nationstar and then In XX/XX/XXXX switched again to a company called Mr. Cooper.
XXXX of XXXX, because of covid 19 a flu like illness with a 99.98 % survival rate, ( as per CDC ) the government shut down businesses nationwide and Globally. Due to no fault of our own my husband was furloughed from his job. Because we are a single income household, I as a stay at home wife, mother and homeschool teacher do not work, this left us without an income.
Like many others in the nation, we also were now beholden to the companies that for some reason were not shut down and were still allowed to operate and were offered only one unreasonable option when it came to our mortgage. Option of a loan forbearance but then informed we were to pay it all back in one lump sum at the end. If there is no money to pay one payment, who would have the entire lump sum for the numerous months at the end? Feeling trapped, this was the only option offered by Mr. Cooper. ( Extortion? ) We did not go to a notary to change the terms of this loan ; it was done digitally.
At the end of their so-called COVID relief program they then requested the XXXX XXXX XXXX dollars all at once. This felt like extortion, a trap and made no sense and felt criminal. Being that we had no choice in our loss of income or the transfer of our mortgage from Seterus to Mr. Cooper and were newly with them, I requested a validation of debt from XXXX XXXX, President and CEO of Mr. Cooper on XX/XX/XXXX by certified return receipt requested, through the USPS. I got no response.
Then next communication I did receive regarding my mortgage, was a statement from a company called XXXXXXXX XXXX XXXXXXXX asking for the balance of the money Mr. Cooper was previously asking for. I have not received notification from Mr. Cooper since my request.
nor did I received notification from Mr. Cooper that there would be a change/sale of the mortgage company, no contract, nothing.
Numerous letters were sent to XXXX requesting them to identify themselves as having a legal right to request money from me, I got no response therefore started sending certified letters.
I sent certified letters to XXXX XXXX, President of XXXX and XXXX directly for the validation of debt and proof they have the original note in its original form. No response.
XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX I Requested : 1. Original article of indebtedness with wet signature.
2. Full original disclosure document. ( Not a Copy ) 3. Full financial accounting of the account that was debited to fund my loan. ( money not credit ) 4. Original title not copy.
Assurance was made that these documents would be returned to them.
Requests were made to : XXXX XXXX, Mr. Cooper XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XX/XX/XXXX No response from XXXX
No response from Mr. Cooper who was servicing the loan at the time.
No response from XXXX until XX/XX/XXXX Below are dates of recognition letters from XXXX. Recognizing I have made requests for documentation. I have received no documentation until XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX I sent a letter directly to XXXX XXXX with Shellpoint this is when I received photocopies of some of the documentation XX/XX/XXXX but not original documents as I requested. Never proof of an accounting of the monies to fund this loan as requested.
This property has changed servicing companies numerous times. With an attempt to steal my home in XXXX and now again today.This most recent switch of companies with no notification and request for payment from a company I am not aware of is disturbing. I am simply requesting to see the original documents as requested to verify no fraud has been committed from the onset of this loan.
XXXX is continually attempting to modify my loan again. I have no intention of doing this with this company that is trying to collect money when they are unable to verify the right to collect this money to begin with. I have sent numerous requests to these organizations and have not been granted the documentation I have requested to date.
I have also received numerous threatening letters from XXXX XXXX XXXX stating that they represent XXXX and I should pay them or they would foreclose and steal my home. I informed them of my concern in making sure no fraud has been committed and requested the documents from them also. I was informed that they are under no obligation to provide me with the documentation I am requesting. They did provide me photocopies of part of the information but not original as requested. This is the age of digital fraud and therefore not a viable option when possi ble fraud is a concern. Is there something to hide? This is quite strange at this point and I feel like I have to take legal action to get documents? If everything is legitimate this should not be a problem.
XXXX Seterus and Nationstar/Mr Cooper are subjects of multi-million dollar class action lawsuits both of which are being pursued by CFBP Consumer Financial Protection Bureau and others..
Due to the lack of cooperation in providing the requested paperwork from all companies asked, I will be forced to get : Securitization audit.
Bloomberg financial report.
MERS verification to verify this loan was not bifurcated at closing.
Verification of Insurance claims to see if they have been satisfied rendering if loan has or has not been paid in full.
XXXX XXXX XXXX XXXX
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06/17/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
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XX/XX/XXXX we moved to XXXX XXXX Utah and purchased our home taking a mortgage with XXXX $ XXXX after cash deposit. In XXXX we lost our business when the economy was forced to crash and we filed bankruptcy but did not claim Mortgages. In XXXX of XXXX we applied for HAMP loan modifications and were denied, applied again and were accepted. Our payments were lowered {$600.00} a month for the trial period. The trial period lasted 18 months. Unbeknownst to us, the trial period should have been 3 months. We made every payment on time for 18 months during this time and repeated requests to provide the same information over and over or threat of being dropped from the program. This was frustrating and exhausting.
Income Statements 2 current pay stubs Divorce decree if applicable Copies property taxes and insurance Rental agreements Income tax returns Proof of HOA dues or statements Unemployment letters if applicable Current bank statement Profit and loss if self employed Social Security or Pension income Child support or ssi benefits Etc, Ect, Constant paperwork In XX/XX/XXXX When we called to make our payment that month and we were informed we could not, we were kicked out of the program because of an oversight in failing to update a 4506-T form they said. ( We repeatedly had to send in information. ) From that point on we were in limbo. WE NEVER MISSED A PAYMENT, and could not make a payment as they would not allow us to. We were not in modification any more and not in regular mortgage anymore no one would take a payment and no one could tell us what to do. We then started to get letters from law firm XXXX XXXX XXXX XXXX. in XXXX XXXX XXXX. Not to make a payment but that our house was going to be sold.
No one at XXXX would contact us back or return our calls for numerous months and the lawyers at XXXX and XXXX said their hands were tied. This was devastating and extremely frightening as they were not willing to do anything and were attempting to steal our home. Finally my husband sought out legal help and was instructed to write a letter which finally got us a response.and stopped the proceeding. They made us go through the whole process again to modify or remortgage the loan.
In XXXX due to another bout of financial hardship, not fully recovering from loss of business and bankruptcy with being a single income household. We were offered modification again and with a Company called XXXX at which point the payments increased and extended the loan so I am at a loss as to how these are helpful. It then Changed to Nationstar and then In XX/XX/XXXX switched again to a company called Mr. Cooper.
XXXX of XXXX, because of covid 19 a flu like illness with a 99.98 % survival rate, ( as per CDC ) the government shut down businesses nationwide and Globally. Due to no fault of our own my husband was furloughed from his job. Because we are a single income household, I as a stay at home wife, mother and homeschool teacher do not work, this left us without an income.
Like many others in the nation, we also were now beholden to the companies that for some reason were not shut down and were still allowed to operate and were offered only one unreasonable option when it came to our mortgage. Option of a loan forbearance but then informed we were to pay it all back in one lump sum at the end. If there is no money to pay one payment, who would have the entire lump sum for the numerous months at the end? Feeling trapped, this was the only option offered by Mr. Cooper. ( Extortion? ) We did not go to a notary to change the terms of this loan ; it was done digitally.
At the end of their so-called COVID relief program they then requested the XXXX some-odd XXXX dollars all at once. This felt like extortion, a trap and made no sense and felt criminal. Being that we had no choice in our loss of income or the transfer of our mortgage from XXXX to Mr. Cooper and were newly with them, I requested a validation of debt from XXXX XXXX, XXXX and XXXX of Mr. Cooper on XX/XX/XXXX by certified return receipt requested, through the USPS. I got no response.
Then next communication I did receive regarding my mortgage, was a statement from a company called XXXXXXXX XXXX XXXXXXXX asking for the balance of the money Mr. Cooper was previously asking for. I have not received notification from Mr. Cooper since my request.
nor did I received notification from Mr. Cooper that there would be a change/sale of the mortgage company, no contract, nothing.
Numerous letters were sent to XXXX requesting them to identify themselves as having a legal right to request money from me, I got no response therefore started sending certified letters.
I sent certified letters to XXXX XXXX, President of XXXX and XXXX directly for the validation of debt and proof they have the original note in its original form. No response.
XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX I Requested : 1. Original article of indebtedness with wet signature.
2. Full original disclosure document. ( Not a Copy ) 3. Full financial accounting of the account that was debited to fund my loan. ( money not credit ) 4. Original title not copy.
Assurance was made that these documents would be returned to them.
Requests were made to : XXXX XXXX, Mr. Cooper XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX XXXXXX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXXXXXX, XX/XX/XXXX No response from XXXX.
No response from Mr. Cooper who was servicing the loan at the time.
No response from XXXX until XX/XX/XXXX Below are dates of recognition letters from XXXX. Recognizing I have made requests for documentation. I have received no documentation until XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX I sent a letter directly to XXXX XXXX with Shellpoint this is when I received photocopies of some of the documentation XX/XX/XXXX but not original documents as I requested. Never proof of an accounting of the monies to fund this loan as requested.
This property has changed servicing companies numerous times. With an attempt to steal my home in XXXX and now again today.This most recent switch of companies with no notification and request for payment from a company I am not aware of is disturbing. I am simply requesting to see the original documents as requested to verify no fraud has been committed from the onset of this loan.
XXXX is continually attempting to modify my loan again. I have no intention of doing this with this company that is trying to collect money when they are unable to verify the right to collect this money to begin with. I have sent numerous requests to these organizations and have not been granted the documentation I have requested to date.
I have also received numerous threatening letters from XXXX and XXXX stating that they represent XXXX and I should pay them or they would foreclose and steal my home. I informed them of my concern in making sure no fraud has been committed and requested the documents from them also. I was informed that they are under no obligation to provide me with the documentation I am requesting. They did provide me photocopies of part of the information but not original as requested. This is the age of digital fraud and therefore not a viable option when possi ble fraud is a concern. Is there something to hide? This is quite strange at this point and I feel like I have to take legal action to get documents? If everything is legitimate this should not be a problem.
Citimortgage, XXXX and Nationstar/Mr Cooper are subjects of multi-million dollar class action lawsuits both of which are being pursued by CFBP Consumer Financial Protection Bureau and others..
Due to the lack of cooperation in providing the requested paperwork from all companies asked, I will be forced to get : Securitization audit.
XXXX XXXX report.
MERS verification to verify this loan was not bifurcated at closing.
Verification of Insurance claims to see if they have been satisfied rendering if loan has or has not been paid in full.
XXXX XXXX XXXX XXXX
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05/23/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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|
Web |
Servicemember |
I am a Mr. Cooper customer. My home has an 80 % loan-to-value and I've met every requirement for the PMI removal process ; however, I have been presented with new requirements each of the three times I attempted to initiate the process, and there's no indication continuing to meet undocumented and not communicated requirements will end in Mr. Cooper approving my PMI removal.
Some details about me : my account number is . I have and will continue to always pay my loan on time. In fact, I make extra principal payments every month. My current principal balance is {$490000.00}, according to Mr. Cooper. My wife and I both have excellent credit ratings, were in stable and well-paying careers, and were both likely in the lowest customer risk category for defaulting on a loan or making late payments. In other words, there is very low risk where PMI applies.
For some background about this request : we made significant improvements to our home after moving in. We opened the kitchen so now the main floor has an open floor plan, we installed a peninsula with granite countertop and large cabinets, we replaced the kitchen appliances with stainless steel, we replaced the flooring on the main and basement levels with luxury vinyl plank, and I installed a two-level paver patio with retaining wall and lighting for hosting guests. Along with the market value increases, we did some math and decided that we were close enough to the industry-standard 80 % LTV that we would pay down our loan enough to have our PMI removed. We looked up on the Mr. Cooper website how to remove the PMI and found at the link below that we could request early PMI termination if our house had 20 % equity after doing an appraisal. I have have a screen capture of the website taken on XX/XX/XXXX at XXXXXXXX XXXX EDT documenting the requirements.
https : //www.mrcooper.com/help-center/escrow/mortgage-insurance-pmi-mip So I initiated a conversation with Mr. Cooper about the requirements for requesting PMI removal. I had a conversation with XXXX, a Mr. Cooper representative, on XX/XX/XXXX at XXXXXXXX XXXX EDT, where she outlined possible ways to initiate the PMI removal process. She was very helpful with my questions ; in particular, this line of questions : Me : If I were to pay down the loan to 80 % loan to value, I could use the first path [ meaning the one ensured by the XXXX ]?
XXXX : Correct!
Me : My loan will be XXXX years old soon. After its XXXX years old, can I do an appraisal to determine the loan to value and pay it down to 80 %?
XXXX : You absolutely can! You will contact us back at that time.
I have screen captures of the conversation.
So the path seemed very clear, agreed with the information on the Mr. Cooper PMI removal website, and in line with other lenders Ive discussed PMI removal with. We hired the XXXX, XXXX XXXX XXXX with XXXX XXXX XXXX, recommended by our realtor, XXXX XXXX XXXX, and he provided the appraisal I previously submitted to Mr. Cooper. For transparency, our house appraised for {$620000.00}, putting the LTV at 79.8 %. As XXXX requested, I initiated a second chat conversation to discuss starting the PMI removal process.
Then came the first surprise : XXXX informed us the XXXX had to be approved by our investor, XXXX XXXX. This is something XXXX should have mentioned, but I did as XXXX recommended and sent the appraisal to XXXX with the subject line " To the PMI department : question about appraiser. I sent the email on XX/XX/XXXX at XXXXXXXX XXXX EDT. I also have screen captures of the second conversation with XXXX.
I returned a phone call on XXXX XXXX from Mr. Cooper and was transferred to a PMI specialist in Arizona. Oddly, she said she reviewed the phone conversation ( not sure to which one she was referring ) to catch up on my request, but then mentioned that she didnt have access to the chat records. I found this strange because I hadnt talked to anyone on the phone about the PMI removal, so its likely this representative read the chat to understand the history.
Then came the second surprise : this representative informed me that, because the loan was older than 2 years, the required LTV was 75 % instead of 80 %.
It was clear to see where this was going. From an outside point of view, this new requirement was designed to prevent people in my situation from removing the PMI. Neither XXXX nor XXXX mentioned anything about 75 % if the loan is more than XXXX XXXX XXXX, and in fact, I specifically asked and XXXX confirmed that I could pay down my principal balance to achieve the required 80 % LTV after my loan was XXXX XXXX XXXX. If such a requirement as 75 % LTV after XXXX years existed when I asked, theres no doubt XXXX, who was very knowledgable and the voice of Mr. Cooper as the representative, would have told me. It seemed designed intentionally to add enough friction to the process to deter your customers from completing it.
So I sent a signed and dated letter with the above information, appraisal, and prints of the PMI removal information from the Mr. Cooper website to the Mr. Cooper office. XXXX XXXX received and signed for the letter on XXXX XX/XX/2023, but I never received any indication they were doing anything with my request. So I initiated another chat conversation on XXXX XXXX, which I have screen captures of, where XXXX informed me she started the PMI removal process for me after I told her I'd met all the requirements. She told me it would take 30-45 days for Mr. Cooper to determine if our XXXX was approved by XXXX XXXX XXXX
I received a phone call on XXXX XXXX from Mr. Cooper where I was told a decision about PMI removal would be made in 1-2 days. I received a document in my Mr. Cooper account on XXXX XXXX indicating our request had been declined by Mr. Cooper for the following reason : " We reviewed your property to ensure the value had not declined from your origination valuation on a web based XXXX XXXX calculator that returned a value of {$610000.00}.
This estimate of value was developed by an automated valuation model that was made available to your servicer by XXXX XXXX. This estimate of value is not the result of appraisal, nor was it developed by a state licensed or certified XXXX. '' Again, another surprise considering before this letter all that was required to determine value was an appraisal from an approved XXXX documenting all of the improvements that have been made to the property since its details were last made public in a real estate database -- which this automated XXXX XXXX calculator could have no knowledge of. So now we've gone full circle back to paying down the loan to achieve a 80 % LTV, but there's on guarantee this will be enough for Mr. Cooper, as indicated by this part of the request denial : " Another option for cancelling PMI is to pay down your mortgage loan balance to achieve the needed loan to value ratio for PMI to be cancelled. If you are interested in this option, please contact us. Please be aware that the needed loan to value ratio is only one condition for cancellation. Other conditions, such as the loan must be in good standing, also apply. Our agents will explain these conditions to you if you call us for additional information regarding cancellation. '' We're now on 4 chat conversations, 2 phone conversations, and a letter with no clear indication I've met all the undocumented " other conditions '' almost certainly designed to deter people from successfully gaining approval to remove PMI from their mortgage account. It seems we wasted {$500.00} on an appraisal that was either unnecessary if Mr. Cooper was going to use their own tool anyways, or untrustworthy as a determination of value, even though it's from a licensed individual approved by my loan 's investor, XXXX XXXX. It's also possible this process is intentionally drawn out by Mr. Cooper to exceed the XXXX expiration timeline of the appraisal as an additional deterrent. It's hard to imagine legitimate business reasons for continuing to introduce new requirements every time they talk to their customers.
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11/04/2021 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
I had experienced being laid off from work due to COVID-19 and I entered into a forbarence with my mortgage lender. I kept in communication with them throughout forbarence. When I obtained work again I informed lender that I had started working and was ready to end forbarence. I hadnt started work yet and needed at least one paycheck to get on my feet again and start making payments. I was granted a partial repayment claim modification and paperwork was sent to me to be notarized. I obtained a local notary and submitted paperwork to mortgage company. I paid out of pocket for this notary. The mortgage company rejected paperwork stating that a subordinate page was missing a signature. I received new documents to sign. I once again paid for a notary out of pocket and immediately resigned and sent back the notarized copies. Once again mortgage company rejected the paperwork. I called to find out what was going on. It was stated to me that the papers were not done correctly. The notarys stamp had stamped over a letter ( one letter ) and that made them reject paperwork. They resent the paperwork to me and I again paid out of pocket to have them notarized. Once again the mortgage company rejected the papers. This time stating that the notary stamp was blurred and that they had misdated a document and crossed the mistake out. This was the reason they rejected documents. I phoned mortgage company an talked to them stating that I was concerned because I was under the impression that I was in a modification and that it had stipulations regarding a trail period. The mortgage lender told me that as long as paperwork was being processed that I was still covered under the forbarence. The mortgage company issued paperwork again and I met with a mobile notary that they supplied. Signed the paperwork and notary sent documents back to mortgage company. Once again they rejected documents. And again sent out new documents and a different mobile notary to which I signed and had documents sent back to mortgage company. These documents I have not been notified if they were rejected or approved. Meanwhile while all this was happening I had been attempting to make a payment in XX/XX/XXXXto stay current with any trial. Website would not allow me to make payments on my account. I called and inquired as to why I could not make payment and that I was concerned because of the trail period in modification. Was told that during paperwork of that modification I was not required to submit payment and they would not take payment until documents had been completed. Then as of yesterday I noticed my credit score dropped significantly and it was due to my late mortgage. I was devistated and confused to say the least not to mention terrified of the mortgage company hitting me with foreclosure notification out of the blue. I called and spoke with a few people as to what was going on. I told them that all of the times Ive tried to get the papers back to them and they keep finding little things to reject them. These reasons for their rejection are beyond my control and are at the notarys expense I even used their mobile notary twice and they still rejected the paperwork. The man I spoke to as of late told me that my modification was rejected due to paperwork. I started crying as this was not in my control and that I had call several times stating to such and asking what can I do to redeem situation as I needed my modification to process. I was reassured a few times that everything would be fine and to just hang tight while papers processed. Well they never accepted them to have them process and for little things they could have contacted the notary for to fix and process my modification. Instead I have taken a significant hit on my credit scoredeemed late of my mortgage of over 60 days. And to top it off they told me my modification would be rejected now. I dont see how any of this is right or to help me out after being laid off. I feel completely humiliated yet again and now have a lingering XXXX I dont know what I am going to do and now on top of all of this facade of them helping out their COVID 19 pandemic individuals they literally rejected any paperwork that would help me out and rejected my request for modification in the end. This is an outrage for them to fake that everything would work out and to let things process and to keep up with their shananagins and jump through hoops and pay money out of my pocket to meet their unobtainable demands of proper signing. I find this humiliating and hurtful Im so many ways. This by far has been the worst expirence I have ever been through. To top it off none of the mistakes on the rejected documents were my fault it was all them not liking a stamp, saying it was blurred and undated, claiming pages were not signed by notary that should have been and then claiming the page was missing after that. The directions on the paper work are not the best and on one said document they claimed wasnt signed by notary did not even list an area for notary to sign specifically. I am in dire need of some assistance because up until the COVID-19 pandemic I had always paid my mortgage on time and was a good mortgage holder since 2008. I love my house and do not want to loose my home its the only thing I ever accomplished in life from working so hard and I would absolutely be devastated and utterly humiliated. I am a XX/XX/XXXXand I have been serving the XXXX and the XXXX I have sacrificed my own health and well being for others and cont to service my fellow Americans the least someone could do for me is to help me out when Im in my time of need. Ive started working again and tried to make a payment in XX/XX/XXXX and was not allowed to do so. Now it looks as if I defaulted on my modification trail. I feel as if this all is a game that my lender is playing to force people myself included into for closure instead of actually helping them start to get back on track after this awful virus has almost taken everything from us all. I have a 30 year mortgage loan with Mr. Cooper which I was current and paid faithfully in for over 12 years ( mortgage started in 2008 ) I have over XXXX in equity on a refinance but at the time I needed help refinancing wasnt an option given to me forbearance only. This is not right and I deserve some help and I deserve to have a chance to claim what the federal government said is my right. I hope that this can be resolved because although Im working ( I have had two paychecks now ) I dont have the entire amount of XXXX if I did I prolly wouldnt have been in a forbearance or hardship. I feel like I have been put in a harder position then I was to begin with. If refinancing were an option when I needed help I could have refinanced lowered my interest rate and cashed out enough to cover home upgrades and never would of had a debit of XXXX lingering over my head because the refinance would have dropped my interest rate and my monthly payment but now since I went with what mortgage company offered me I am in a worse position than I previously was at risk for losing my home and in debt of XXXX and reported to credit agencies that Im 60 days behind. I feel in complete violation of my rights in so many ways and I do not wish this on anyone else as the added stress and ailments to my mental and physical health are almost unbreable. Im in tears and anguish everyday and the additional stress makes me feel very ill and all the games being played make me depressed and are done purposely to make me feel defeated and worthless. I dont understand the Disrespect and ill brought on me by my mortgage company Mr Cooper but I hope they are held up to their end of the bargain and that someone else never has to go through what I have had to go through the last few months. I need help. I need help desperately before they take my home from me and everything Ive ever worked for. That will leave me and my son homeless. I doubt they even care.
XXXX XXXX Mortgage with Mr. Cooper ( NationStar ) XXXX XXXX XXXX XXXX XXXX XXXX XXXX, WA XXXX
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06/05/2022 |
Yes |
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- Trouble during payment process
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Web |
Older American, Servicemember |
I need help in Dealing with Mr. Cooper Home Loan collections.
In XXXX of XXXX, my home mortgage was transferred from XXXXXXXX XXXX loan number : XXXX, to Mr. Cooper, Loan number : XXXX.
I did not receive notification from XXXX XXXX until XX/XX/XXXX, even though the letter XXXX XXXX sent me is dated XX/XX/XXXX.
I pay my home mortgage via my XXXX XXXX online bill pay system. I have never missed or been late with any home mortgage payments to XXXX XXXX.
I contacted Mr. Cooper via their customer serviceon or about XX/XX/XXXX, to set up my online home mortgage payments. I reached a XXXX who is with customer service and represented Mr. Cooper.
I told her that I was not able to log on or create a log in at the Mr. Coopers web site. She told me that the letter that had been sent out notifying me of Mr. Cooper assuming my home mortgage had listed an incorrect home loan account number.
My correct Mr. Cooper home loan mortgage number is : XXXX. She also informed me that Mr. Cooper was in the process of changing over the new home loans they had assumed and that I would not be able to log in or create an account for another two weeks and that should call back then.
On XX/XX/XXXX, I contacted Mr. Cooper via their customer serviceand eventually was transferred to XXXX, she provided an identification number of # XXXX, she helped me set up my XXXX XXXX on line bill payment. She provided the following information necessary to make on line home mortgage payments : Mr. Cooper, XXXX XXXX XXXX, XXXXXXXX XXXX XXXX XXXX XXXX NY XXXX, Account number # XXXX, Router number # XXXX. ( XXXX ) XXXX.
She also said that if I wanted to just make a home loan payment by check I could send it to : Mr. Cooper XXXX XXXX XXXX XXXX, TX XXXX.
I sent my XXXX online home mortgage Payment number # XXXX, to XXXX XXXX, Transaction number # XXXX, Reference number # XXXX, Transaction Date and Time : XX/XX/XXXX, XXXX XXXX. Date online payment posted XX/XX/XXXX.
The letter XXXX XXXX sent me states that they were accepting mortgage payments until XX/XX/XXXX, and that Mr. Cooper would be accepting mortgage payments on XX/XX/XXXX.
I sent my next three ( 3 ) home mortgage payments to Mr. Cooper at this address as directed by their customerservice representative : Mr. Cooper, XXXX XXXX XXXX, XXXXXXXX XXXX XXXX XXXX XXXX NY XXXX, Account number # XXXX, Router number # XXXX.
XX/XX/XXXX, online home mortgage Payment number # XXXX, to Mr. Cooper, Transaction number # XXXX, Reference number # XXXX, Transaction Date and Time : XX/XX/XXXX, XXXX XXXX. Date online payment posted XX/XX/XXXX.
XX/XX/XXXX, online home mortgage Payment number # XXXX, to Mr. Cooper, Transaction number # XXXX, Reference number # XXXX, Transaction Date and Time : XX/XX/XXXX, XXXX XXXX. Date online payment posted XX/XX/XXXX.
XX/XX/XXXX, online home mortgage Payment number # XXXX, to Mr. Cooper, Transaction number # XXXX, Reference number # XXXX, Transaction Date and Time : XX/XX/XXXX, XXXX XXXX. Date online payment posted XX/XX/XXXX.
On XX/XX/XXXX, I again contacted Mr. Cooper via customer service and spoke with XXXX. She said that she did not have an identification number. I told her that I had received my XX/XX/XXXX, home mortgage statement from Mr. Cooper and asked why it showed that I now owed a payment of XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX, {$2200.00}.
She said that Mr. Cooper had not been receiving my home mortgage payments. I told her I paid my home mortgage through my XXXX XXXX on line payment system. she asked me where I was sending the payment. I gave her the above payment information that I had earlier received from Mr. Cooper customer service.
She then told me that I had been sending my home mortgage payments to the wrong address, and told me this is the correct address where I need to send my on line home mortgage payments : Mr. Cooper, XXXX XXXX XXXX, XXXX, TX XXXX, Account number # XXXX, Router number # XXXX.
I have sent my last two ( 2 ) home mortgage payments to the above address : XX/XX/XXXX, online home mortgage Payment number # XXXX, to Mr. Cooper, Transaction number # XXXX, Reference number # XXXX, Transaction Date and Time : XX/XX/XXXX, XXXXXXXX XXXX Date online payment posted XX/XX/XXXX.
XX/XX/XXXX, online home mortgage Payment number # XXXX, to Mr. Cooper, Transaction number # XXXX, Reference number # XXXX, Transaction Date and Time : XX/XX/XXXX, XXXX XXXX Date online payment posted XX/XX/XXXX.
On XX/XX/XXXX, I was contacted by Mr. Cooper customer service ; they wanted to verify that I had made my home mortgage payment for XX/XX/XXXX.
I told them I had made an on line payment via XXXXXXXX XXXX on line bill pay system to Mr. Cooper. The customer service person told me to send them a copy of my payment. They gave their web address which is as follows : XXXX.
On XX/XX/XXXX, I scanned and e-mailed Mr. Cooper a copy of my XXXX bank statement showing that I made my home mortgage payment on time to Mr. Cooper and that it had posted to my XXXX XXXX account as I show above.
On XX/XX/XXXX, Mr. Cooper sent me a letter, The subject : Research reference number # XXXX, stating that they had received my XXXX mortgage payment and applied it to my mortgage but had not received my XXXX mortgage payment.
Mr. Cooper did not provide me with any information as to if I was paying my home loan to the correct address or account number, just that they had received my payment. Mr. Cooper has failed all my requests in writing to provide me with the correct information to pay my home mortgage.
On XX/XX/XXXX, I e-mailed Mr. Cooper my XXXX XXXX transaction history showing all my payments to Mr. Cooper via XXXX on line bill pay system as stated above, and told them that I would like to know the following : The Correct mailing address for Mr. Cooper 's online bank payments, The correct Account number, and Routing number if the above information that Mr. Cooper has provided to me is not correct.
On XX/XX/XXXX, I sent Mr. Cooper a detailed e-mail listing all my contacts with Mr. Cooper customer service and a history of all my payments sighting the five attachments of my XXXX XXXX payment histories to Mr. Cooper.
Mr. Cooper replied to my e-mail by referring me to their customer service people who I have been contacting all along ; customer service are the ones who referred me to their research people and provided me with their e-mail address XXXX.
I contact customer service they give me the wrong information, then they refer me to their research department who then refers me back to customer service.
Mr. Cooper is however charging me interest payments and I fear may be listing me as a failure to pay case to affect my credit history.
They are stating that I owe them a payment of XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX {$2200.00}, but they have yet to explain how I owe this much money when I have made every payment that was due.
I need help with Mr. Cooper. I have been contacting them since they assumed my home mortgage and they have consistently given me bad information as to where I make my home loan payments.
I simply want to make timely payments and I have been. Mr. Cooper says I have not been making my home mortgage payments, they call me all the time and harass me telling me that I have to make a payment.
I have sent them proof of my payments but they say they can't find where I have made these payments even though I have sent the payments to the different addresses that the Mr. Cooper customer service people have provided.
I am afraid because Mr. Cooper is a collection agency. I feel they might be trying to seize or foreclose on my home due to failure to make payments.
They have claimed from the start that I have not been making my house payments when I have been. I have the electronic XXXX XXXX payments that show I have been making payments to Mr. Cooper at the address their costumer service people have given me each time I spoken with them Please help me with this matter.
Thank you, XXXX XXXX ( XXXX ) XXXX
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10/26/2020 |
Yes |
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- Struggling to pay mortgage
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Web |
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In XXXX of XXXX, my husband and I entered a Covid 19 forbearance plan with our FHA mortgage. This was due to XXXX, MA being shut down and my husband going on unemployment for some time due to the pandemic. Husband then regained employment with his former employer and we contacted Mr. Cooper to end our forbearance plan with them and restart making monthly mortgage payments in XX/XX/XXXX. Our first call to Mr. Cooper to restart payments was XX/XX/XXXX, XXXX we were told that we would receive documentation that would need to be completed in order to begin making our payments. We were told that until we received these documents and returned them to Mr. Cooper, so that our loan modification could be approved, we were not able to make payments. We also were not able to make payments online. Our online account stated that our account was not eligible to make payments at this time.
During the next few months we were told numerous times when we contacted Mr. Cooper, that we were not able to nor would we be responsible for any missed payments until the documentation was returned to Mr. Cooper and our loan modification was approved. We were told not to worry ; our missed payments would be added onto the end of our loan as a second lien. We received a letter from FHA stating that we were approved to have all payments added on to the end of our mortgage because we had a Federally backed loan. Still we continued to contact Mr. Cooper as we did not receive any documentation. We contacted them by phone on the following dates XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX. We finally received documentation and Mr. Cooper sent a notary to our home for us to complete and sign paperwork on XX/XX/XXXX. This was two months after our first phone call to resume payments. We also asked on one of these calls if we were able to make an escrow deposit as our escrow account was in negative and I knew that we had upcoming homeowners insurance renewal coming up in XXXX and town taxes. We were told we should not make payments until our documents were processed as it might mess up calculations. I then called again on XX/XX/XXXX to find out the status of the documentation and asked when we would be able to resume payments and was told probably by XX/XX/XXXX. All these phone calls to Mr. Cooper to find out the status of our loan modification, we were assured that ALL missed mortgage payments were going to be added to the end of our loan.
XXXX XXXX I logged on to Mr. Cooper.com to see that our loan modification had been rejected. Still we had not been contacted by Mr. Cooper to inform us of this. I called again and XX/XX/XXXX, I was told that for our loan modification to be processed we would have to make a payment of {$4700.00}. I was confused and asked why we would have to make this payment if we were told that all missed payments were going to be added on to our second lien. I was told that our loan modification had been approved in XXXX and we were to resume payments as of XX/XX/XXXX. I was told that because we had not made the payments for the month of XXXX and month of XXXX that we were required to make those payments in full or else our loan modification would be rejected. I explained to the customer service representative the information that we had been getting from Mr. Cooper for the past two months had been incorrect and we were told that we could not make payments until our paperwork was received and processed. I was then asked if I could make the payment in full and if we were interested in keeping our home. At which time I became extremely uncomfortable and asked to speak to a manager. I was told there was not a manager available and they would call me.
I did not receive a call from a manager and called again on XX/XX/XXXX. I explained the situation and was told that these were the terms of our modification. I was told that the payment of {$4700.00} would have to be paid if we wanted our paperwork to be processed. We decided to make the payment for {$4700.00} and clear out our bank account for fear of losing our home to foreclosure.
On XX/XX/XXXX I noticed that the amount taken out over the phone by Mr. Cooper was incorrect and I called again. I explained the situation and made an additional payment for {$360.00} to make up for the miscalculation made by Mr. Cooper. I explained the situation to the customer service representative and explained how I still hadnt heard back from the manager. I was finally told by XXXX at ext. XXXX, that the information the customer service representatives had been giving me and my husband throughout the two-month period that we waited for the documents to arrive was incorrect. I was told that we should have been contacted by our loan specialist listed on our account XXXX XXXX throughout this process. She should have explained the specific payment information as well as the terms of the forbearance. She should have contacted us to discuss the payment of {$4700.00} as well as our loan modification being approved back in XXXX and then rejected due to nonpayment.
A few times I asked the customer service representatives if I could request a copy of the notes taken by each of the customer service representatives for each of the calls that we made to Mr. Cooper. I also asked how to go about getting a hold of the recorded conversations where the customer service representatives repeatedly gave us false information. I was told that neither of these things were possible. I again asked that a manager call me to discuss.
On XX/XX/XXXX I called and requested that our case be processed so that we could resume making regular monthly payments. My husband also called the same day. We were told that our case was being expedited and that it should be processed by XX/XX/XXXX. That date has come and gone. I called again today XX/XX/XXXX and was told that it is still not processed.
Since our first call to Mr. Cooper our escrow has been going more and more into the negative.
Town Tax XX/XX/XXXX XXXX XXXX {$1200.00} FHA Mortgage Insurance XX/XX/XXXX FHA {$250.00} FHA Mortgage XXXX XX/XX/XXXX FHA {$250.00} FHA Mortgage Insurance XX/XX/XXXX FHA {$250.00} Hazard Insurance XX/XX/XXXX {$1600.00} Town Tax XX/XX/XXXX XXXX XXXX {$1200.00} In all our escrow account is now in a negative - ( {$4300.00} ) which we were told will be added to our mortgage payments over a 12-month period. Because of the delay and misinformation given to us by Mr. Cooper our mortgage payments will now be approximately {$350.00} more than they were prior to the forbearance plan. We still do not have our loan modification processed and are not able to set up autopay or plan for a monthly mortgage amount. We still have not heard from a manager.
After looking into the CARES Act and Federal Laws, I have found that FHA and other government backed loans are not required nor can the mortgage companies require us to make a lump sum payment. The amount of financial stress that Mr. Cooper has now put on my family and will continue to put on my family for months to come because of their lack of communication, lack of information or completely misguided information that was given to us has been difficult to bear. Not to mention that we are not even close to being done with this pandemic as a country. I have yet to have anyone at Mr. Cooper take responsibility for giving us inaccurate information and have been told that I misunderstood what the multiple customer service representatives stated. There is a difference between misunderstanding information given to you and given inaccurate information.
I feel as if our rights have been violated. I feel that Mr. Cooper did not abide by Federal Laws given the Covid 19 CARES act and the law protecting federally backed mortgage loans. I also believe Mr. Cooper was in violation of the Massachusetts Consumer Protection Act for unfair and deceptive business practices.
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11/04/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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I am in process of trying to refinance my mortgage. My previous lender was XXXX XXXX XXXX, with whom I had a good relationship and excellent service. I have been working with XXXX XXXX at XXXX XXXX XXXX XXXX to process the loan.
I received a letter dated XX/XX/XXXX ( received a few days later ) indicating that " On XX/XX/XXXX, Nationstar Mortgage LLC d/b/a Mr. Cooper will become the servicer for this home loan ... ''. Meanwhile, I completed all of the necessary documents with my local bank, XXXX XXXX XXXX XXXX, and the date, today, XX/XX/XXXX, was set for the closing date. I even paid the XXXX payment to XXXX XXXX XXXX early on XX/XX/XXXX to make sure that there would not be a payment due in XXXX.
I received the appropriate payoff statement dated XX/XX/XXXX from XXXX XXXX XXXX that indicated that the payoff was good until XX/XX/XXXX. All of the other paperwork was completed and everything in place for the closing date of XX/XX/XXXX. On XX/XX/XXXX, the title company tried to get payoff information from Mr. Cooper ( Nationstar ) and was refused information. That evening I was not able to get any more information except that there was a new loan number.
On XX/XX/XXXX, I called and talked with XXXX and with XXXX XXXX after the situation was escalated ), who were not able to provide me any information about payoff, even though I indicated that I had a closing scheduled for XXXX PM on XX/XX/XXXX. They indicated that I might be able to get help if I sent an email to XXXX. I immediately sent an email on XX/XX/XXXX.
The following was the email : Dear Mr. Cooper Research, I have a new loan that was sold to your business, XXXX. I am in the middle of a refinance that was supposed to close at XXXX XXXX tomorrow Utah time ( XX/XX/XXXX ). I have a payoff letter from XXXX XXXX XXXX for the original loan, XXXX. However, the loan was transferred to Mr. Cooper yesterday ( XX/XX/XXXX ) and so I was informed that a new payoff letter is necessary for the closing. The property is XXXX.
To try to receive the necessary letter I spoke to XXXX and then the issue was escalated to XXXX. They could not help me. It was indicated that if I emailed this address, then possibly the documents could be generated quickly enough for the closing. They would need to be emailed to me and to the loan officer at XXXX, who I have copied on this email, by tomorrow morning ( XX/XX/XXXX ) so the closing could go through.
Please let me know if this is possible. My phone number is XXX-XXX-XXXX and my email address is XXX @ XXXX. As a first experience with Mr. Cooper, I would hope that you would be able to help me to quickly take care of this important matter.
Your prompt assistance is greatly appreciated, XXXX XXXX -- -- -- -- -- -- -- -- -- -- -- -- I received the following reply from Research Incoming : Thank you for contacting Mr.Cooper.
Please note that we are unable to locate an account under the property address and/or borrower information provided.
If you have any questions, please contact us directly at XXXX, or call our Customer Service Department at XXXX. Theyre available Monday through Thursday XXXX XXXX to XXXX XXXX ( CT ), Friday XXXX XXXX to XXXX XXXX ( CT ) and Saturday XXXX XXXX to XXXX XXXX ( CT ).
Let us know if theres anything else we can do for you. Were here to help.
Sincerely, Mr. Cooper -- -- -- -- -- -- -- -- -- -- -- -- - I replied : Dear Research Incoming, This surprises me that you have no record of this loan. Here is the information for the loan and transfer information. If you can get the payoff information this morning, it will be greatly appreciated. You can give me a call at XXXX if you have further questions.
Thank you, XXXX XXXX -- -- -- -- -- -- -- -- -- -- -- -- I received the following reply : Welcome to Mr. Cooper Mortgage! We look forward to servicing your loan!
You will soon be receiving two letters that will contain contact, payment, and loan information. We will have all your information available in our systems shortly. We will also be calling you to introduce ourselves and to welcome you to Mr. Cooper Mortgage. At that time, we will be able to verify that all your loan information is correct and answer any questions that you may have. We apologize for any inconvenience this matter may have caused to you -- -- -- -- -- -- -- -- -- -- -- -- I replied : But I need the loan payoff information this morning! Can you send me that immediately?
-- -- -- -- -- -- -- -- -- -- -- -- I received this reply : Welcome to Mr. Cooper Mortgage! We look forward to servicing your loan!
You will soon be receiving two letters that will contain contact, payment, and loan information. We will have all your information available in our systems shortly. We will also be calling you to introduce ourselves and to welcome you to Mr. Cooper Mortgage. At that time, we will be able to verify that all your loan information is correct and answer any questions that you may have. We apologize for any inconvenience this matter may have caused to you.
If you have any questions, please contact us directly at XXXX, or call our Customer Service Department at XXXX. They are available Monday through Thursday XXXX XXXX to XXXX XXXX ( CT ), Friday XXXX XXXX to XXXX XXXX ( CT ) and Saturday XXXX XXXX to XXXX XXXX ( CT ).
Let us know if there is anything else we can do for you. Were here to help.
Sincerely, Mr. Cooper -- -- -- -- -- -- -- -- -- -- -- -- -- - I replied : I called your representatives yesterday and they escalated the matter and they said that this was a way to get this done - through this email. Will you be able to produce the document I need this morning? If not, I will lose the closing today. If calling will accelerate that, then I will do that. Please let me know.
-- -- -- -- -- -- -- -- -- -- -- -- -- - I received the following reply : Thank you for contacting Mr. Cooper.
Welcome to Mr. Cooper Mortgage! We look forward to servicing your loan!
You will soon be receiving two letters that will contain contact, payment, and loan information. We will have all your information available in our systems shortly. We will also be calling you to introduce ourselves and to welcome you to Mr. Cooper Mortgage. At that time, we will be able to verify that all your loan information is correct and answer any questions that you may have. We apologize for any inconvenience this matter may have caused to you.
For, further assistance we ask you to please contact our Customer Service Department toll free at XXXX and representative will be happy to assist you. Our hours of operation are Monday to Thursday : XXXX XXXX CT, Friday : XXXX XXXX CT and Saturday : XXXX XXXX CT.
-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- At this point I talked to my contact at my bank handling the refinance - the closing is cancelled. Since we have not received the necessary information from Mr. Cooper, who holds the loan, and there is no way to contact anyone who can help, we are stuck and another date can not even be selected.
It is obvious that Mr. Cooper had information about the loan but could not give me any of the necessary payoff information to allow us to proceed with the refinance. There may be understanding of some reasonable delay, but to not be able to get customer service to address this issue leaves the consumer with little recourse. This practice leaves a consumer in the lurch, losing valuable time and money due to delay and inconvenience.
Since the consumer has no power to stop one servicer from transferring a loan, at least the payoff information should be provided so that way a consumer in the midst of a financial transaction such as a refinance can proceed without unnecessary hassle and uncertainty. XXXX XXXX XXXX provided the payoff letter. The switch to Mr. Cooper and their poor ability to service the necessary request has caused this unfortunate situation without a clear resolution or path to easily proceed with the refinance.
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10/04/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Servicemember |
1 ) On XX/XX/XXXX, I was laid off. I was the only source of income for our family. I needed to move XXXX miles to find gainful employment after nearly 7 months with no income.
2 ) During that time, we continued to pay our mortgage, but it was often late and we built up significant late fees ; but we maintained paying the mortgage for nearly two years more while trying to sell the house and paying for rent elsewhere.
3 ) In XX/XX/XXXX, Mr. Cooper began refusing to take our payments. We immediately asked for a deed-in-lieu of foreclosure.
4 ) In XX/XX/XXXX, we filled out a loan modification request, which Mr. Cooper rejected.
5 ) In XX/XX/XXXX, we again asked for a deed-in-lieu and Mr. Cooper responded to us that we needed to attempt a short sale first. We filled out paperwork to do a short sale, but nothing came of it.
6 ) In XXXX of XXXX, I again asked for a deed-in-lieu, and Mr. Cooper failed to do anything about it.
7 ) In late XXXX XX/XX/XXXX, we again asked for a deed-in-lieu and we were again told that we needed to do a 30-day short sale first. We filled out paperwork to do that and got the house listed on equator.com with a realtor, as required by Mr. Cooper ; and we had at least 3 offers on the house including offers above our oustanding principle amount, and Mr. Cooper NEVER RESPONDED to any short sale offer.
8 ) In XX/XX/XXXX after going through the mandatory 30+ day short sale program during which time Mr. Cooper refused to respond ( at all ) to short sale offers, we asked to move the property into a deed-in-lieu program. Mr. Cooper failed to do anything with this request.
9 ) In XX/XX/XXXX, I complained to Mr. Cooper that they had done nothing with the transition from short sale to deed-in-lieu and they again sent me paperwork to fill out for a modification that was exactly the same paperwork I had filled out for them at least 4 prior times.
10 ) We filled out that paperwork yet again and sent it to Mr. Cooper via email on XX/XX/XXXX.
11 ) On or about XX/XX/XXXX, I wrote to and called Mr. Cooper asking why nothing had been done on the deed-in-lieu since XXXX, XXXX. Mr. Cooper passed me around to multiple people, each of whom wanted me to fill out the same loan modification paperwork yet again.
12 ) On XX/XX/XXXX, I re-sent the Uniform Borrower Assistance Form and accompanying documentation to Mr. Cooper for at least the 5th time.
13 ) On XX/XX/XXXX, I finally got contact information from the deed-in-lieu group for the first time after 2.5 years of trying. I got an email address of XXXX and they told me in an email " It looks like we are still pending return of the complete financial packet, also known as the FINS packet '' which is something nobody had ever asked me for.
14 ) After calling Mr. Cooper on XX/XX/XXXX, it turns out that they had apparently sent this FINS packet via regular USPS mail to an address I had vacated a year earlier, even though I had already updated my mailing address with Mr. Cooper back in XX/XX/XXXX, so I never received the request.
15 ) In the meantime, I continued to get offers on the house from a number of people, but Mr. Cooper refused to even respond to the, presumably because I was no longer in the short sale process, even though they had not properly moved me to the DIL process. Apparently they can't do two things at once despite all of those employees.
16 ) In my email to the XXXX group at Mr. Cooper on XX/XX/XXXX redponding to the request for the FINS packet, I wrote : Can you please let me know what is going on with this?
I sure hope you are not waiting on anything from us. We have sent everything Mr. Cooper has asked for months ago. We have sent some of the documents repeatedly ( 3-5 times because Mr. Cooper apparently loses them ). The last request we received from Mr. Cooper was for a Statement of Information and copies of our drivers ' licenses. I sent that to you on XX/XX/XXXX via email, as requested. The last communication I have from Mr. Cooper on this matter came 125 days ago in a letter dated XX/XX/XXXX congratulating me for being accepted into the Deed-in-Lieu of Foreclosure program. I have heard nothing at all from Mr. Cooper since that date.
I have called multiple times to ask for help, and every time I call, I get a completely different story. Sometimes they tell me I need to submit a new Uniform Borrower 's Assistance Form. I mean, literally yesterday, someone in Texas told me I needed to resend a UBAF ( which I have now sent to Mr. Cooper 5 times ) and then I talked to another person in Texas yesterday that told me that a XXXX wasn't even needed for the DIL.
I don't understand what is going on. I feel like I am being punished every month for being laid off 3.5 years ago. I should have been able to rebuild my credit by now. I have only one negative item on my credit report in the last 7 years, which is this loan. I asked for a Deed in Lieu in XX/XX/XXXX, and here we are in XX/XX/XXXX and it still has not happened. I would really like to get this behind me.
16 ) One of the people trying to buy my house wrote me an email XX/XX/XXXX told me she researched Mr. Cooper and found they had " been in trouble for violating multiple states banking regs, mishandling foreclosures, and mishandling client payments. '' Unfortuantely, this buyer moved on because Mr. Cooper would not respond to her.
17 ) Around XX/XX/XXXX, the realtor who had originally posted the short sale notice at equator.com per Mr. Cooper 's instructions, told me he had given up. They never responded to him on anything. They never repsonded to him on offers to buy the house on short sale.
18 ) On XX/XX/XXXX, XXXX XXXX ( XXXX ) sent me an email asking for basically the very same information I had sent Mr. Cooper at least XXXX prior times, althoug this time it included a Borrower XXXX form and a USDA form I had not previously seen. I returned that packet to Mr. XXXX within a day or two.
19 ) In XX/XX/XXXX, XXXX XXXX ( XXXX ) asked me to send him a copy of a utility bill at the property. I told him I did not have any utilities currently running at the property and there were not outstanding balances.
20 ) On XX/XX/XXXX, XXXX XXXX ( XXXX ) sent me an email statwing that they were trying to move forward with the DIL, but discovered taht the appraisal they had ordered in XX/XX/XXXX wwas " not the correct format '' and they needed to redo it ( which I am sure they charged against my account, as they have all the appraisals they have ordered over the last 4 years ). I asked why they couldn't just get the appraiser to put the document on a different format and he told me that in order to do that, the appraiser would have to revist the property again, so it was easier to just re-order another appraisal.
21 ) On XX/XX/XXXX Mr. XXXX emailed me that the USDA had denied the DIL because it hadn't been completed within 9 months of the delinquency and that this, unfortunately meant that the only way they could take the prroperty back was to complete the foreclosure. I have no faith that after 4 years of this disaster that Mr. Cooper will ever do this so I can put it behind me. Furthermore, I asked for a DIL multiple times during the first 9 months of delinquency and got no positive traction from Mr. Cooper. This failure is theirs, not mine.
22 ) I was laid off at no fault of my own in XXXX. This led to me being unable to afford to pay for two houses ( both a rent and this mortgage ) after 2 years of trying to sell the house. Ultimately I could no longer pay. By XX/XX/XXXX, I was delinquent and there was nothing I could do to stop it. I have tried for 2.5 years since then to get any help at all from Mr. Cooper without success.
23 ) I currently have a buyer who is willing to pay what I owe on the principle. He wants to buy the house. Mr. Cooper is refusing to talk with him. His lender told me what Mr. Cooper has been doing to me for the last 4 years is " a travesty '' [ her words ].
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01/16/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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XXXX XXXX XXXX current home loan is with Mr. Cooper and on or about XX/XX/XXXX we started a refinancing application with Mr. Cooper with a locked in interest rate of 2.375 %. This application and process continued for several months with the XXXX XXXX providing and re-providing numerous duplicate and refreshed documents to Mr. Cooper through their website/portal, numerous emails and phone calls by the XXXX XXXX to Mr. Cooper requesting application status, asking what the XXXX XXXX can and need to do to move the application forward to close, the XXXX XXXX obtaining and paying for a Home Inspection, and Mr. Cooper countless times extending the application and timeline to complete the refinance application. Also and all though out the months, the XXXX XXXX application was passed on to 3 if not 4 different loan processors. In or around the end of XXXX, Mr. XXXX received a phone call from XXXX XXXX advising that due to Federal Law, our refinance application had to be closed due to timeliness. Mr. XXXX and Mr. XXXX discussed the reasons for our application had to be closed and Mr. XXXX was XXXX is saying this is/was purely Mr. Cooper 's fault for handling our application correctly per Texas Regulations.
Mr. XXXX advised Mr. XXXX that Mr. Cooper could re-open a new refinancing application, but Mr. Cooper could not offer the 2.375 % interest rate because interest rates had changed. Mr. XXXX found this unacceptable and requested to speak to the Supervisor/Manager of Mr. XXXX. Mr. XXXX was referred to XXXX XXXX and after speaking Mr. XXXX offered to take this issue to XXXX XXXX for approval for the 2.375 % interest rate for the XXXX XXXX 2nd refinance application. Mr. XXXX called Mr. XXXX in Early XX/XX/XXXX to advise that Mr. XXXX had approved the 2.375 % interest rate for the XXXX XXXX 2nd refinancing application, to advised one of Mr. Cooper 's best loan processors would be assigned to th XXXX XXXX file, and Mr. Cooper was assigned a XX/XX/XXXX closing date.
Mr. XXXX was the XXXX XXXX point of contact on the second refinance application and on XX/XX/XXXX the XXXX XXXX re-uploaded all of their documents as requested from Mr. Cooper. Through XX/XX/XXXX Mr. Cooper requested additional documentation, to which the XXXX XXXX responded and supplied. On XX/XX/XXXX the XXXX XXXX received an email introducing XXXX XXXX as our new loan processor. Through XX/XX/XXXX, Mr. Cooper requested additional documentation, to which the XXXX XXXX responded and supplied. At some time in XXXX, while Mr. XXXX was responding to a Mr. Cooper request through the Mr. Cooper website, Mr. XXXX noticed the locked-in interest rate was updated to 2.5 %, from the previously locked-in rate of 2.375 %. Mr. XXXX called Mr. XXXX and Mr. XXXX concerned about this change. Mr. XXXX called Mr. XXXX and advised this is a clerical error and the interest rate would be updated back to agreed-upon 2.375 % interest rate. As of XX/XX/XXXX the interest rate has not been updated and the interest rate on the Mr. Cooper website and on current loan documents lists 2.5 %.
On the morning of XX/XX/XXXX, MrXXXX XXXX received two emails from Mr. XXXX, the first email was requesting a way to verify Mr. XXXX XXXX employment and the second was requesting a new paystub from Mr. XXXX because the " previously submitted had expired. '' Mr. XXXX called Mr. XXXX to expressed concern and frustration about the continued request for duplicate and refreshed documents and about Mr. Cooper meeting the XX/XX/XXXX closing date. Mr XXXX advised he had been promoted to a new position and XXXX XXXX has taken over his previous position and team and provided Mr. XXXX 's phone number. Mr. XXXX called and spoke with Mr. XXXX to express concern and frustration on the entire history and experience of the XXXX XXXX attempts to refinance their home with Mr. Cooper.
On the afternoon of XX/XX/XXXX, Mr. XXXX received a third email from Mr. XXXX stating and requesting, " Now I note that you have property tax that is currently due. For borrowers who do not impound tax and insurance like yourself, if there is any tax due within 60 days of the loan close, it must be paid first. So can you please make that tax payment and get us confirmation from the county ( a transaction summary from the bank will not suffice )? '' Mr. XXXX responded to Mr. XXXX 's email, with a copy to Mr. XXXX and Mr. XXXX, on XX/XX/XXXX expressing the XXXX XXXX dissatisfaction with having to pay their Property Tax earlier than they are required to do so, " So XXXX and I have to either pay our XXXX Property Tax Bill earlier than we want and are legally required to, albeit by 16 days, or we become the delay to the refinance closing. If the first refinancing application had been properly adjudicated, we won't be placed in this situation by Mr. Cooper and once again, Mr. Cooper has us over a barrel requesting additional action, in this case money, to get our house refinanced. We have no choice to pay our Property Tax Bill early and will have to do so tomorrow. '' Mr. XXXX responded to Mr. XXXX XXXX email on XX/XX/XXXX advising there is nothing he can do regarding our Property Tax Payment and that with him just getting involved he will " work on getting the rate where it should be. ", but no response on the closing date of XX/XX/XXXX.
The XXXX XXXX are requesting the Texas Department of Savings and XXXX XXXX please contact Mr. Cooper requesting documentation from Mr. Cooper to look into our two ( 2 ) refinancing applications with Mr. Cooper and for Mr. Cooper to provide explanations on the failure of the first refinancing application and the status of the second refinancing application to include a closing date. Also, what remedy and possible remuneration is available to the XXXX XXXX given Mr. Cooper 's errors and lack of timeliness with the XXXX XXXX first refinancing application timing out.
On the afternoon of XX/XX/XXXX, Mr. XXXX received a third email from MrXXXX XXXX stating and requesting, " Now I note that you have property tax that is currently due. For borrowers who do not impound tax and insurance like yourself, if there is any tax due within 60 days of the loan close, it must be paid first. So can you please make that tax payment and get us confirmation from the county ( a transaction summary from the bank will not suffice )? '' Mr. XXXX responded to Mr. XXXX 's email, with a copy to Mr. XXXX and Mr. XXXX, on XX/XX/XXXX expressing the XXXX 's dissatisfaction with having to pay their Property Tax earlier than they are required to do so, " So XXXX and I have to either pay our XXXX Property Tax Bill earlier than we want and are legally required to, albeit by 16 days, or we become the delay to the refinance closing. If the first refinancing application had been properly adjudicated, we won't be placed in this situation by Mr. Cooper and once again, Mr. Cooper has us over a barrel requesting additional action, in this case money, to get our house refinanced. We have no choice to pay our Property Tax Bill early and will have to do so tomorrow. '' Mr. XXXX responded to Mr. XXXX XXXX email on XX/XX/XXXX advising their is nothing he can do regarding our Property Tax Payment and that with him just getting involved he will " work on getting the rate where it should be. ", but no response on the closing date of XX/XX/XXXX.
The XXXX XXXX are requesting the Texas Department of Savings and XXXX XXXX please contact Mr. Cooper requesting documentation from Mr. Cooper to look into our two ( 2 ) refinancing applications with Mr. Cooper and for Mr. Cooper to provide explanations on the failure of the first refinancing application and the status of the second refinancing application. Also, what remedy and possible remuneration is available to the XXXX XXXX given Mr. Cooper 's errors and lack of timeliness with the XXXX XXXX first refinancing application timing out.
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11/28/2018 |
Yes |
- Debt collection
- I do not know
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- False statements or representation
- Attempted to collect wrong amount
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Web |
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Dear Sir/ Madam : This is a matter of national security. THIS IS VERY URGENT AND REQUIRES CFPB 'S IMMEDIATE ATTENTION AND ACTION.
In short, i : am demanding that Nationstar Mortgage LLC 's license to steal be revoked effective immediately due to numerous criminal conduct which has ruined the lives of millions of the people across our country, including my life.
Nationstar Morgage LLC ( " Nationstar '' ) is once again in clear violation of the consent order signed and executed, see inter alia, File No. XXXX, as per the following partial list of Nationstar 's violations : 1 ) Attached as XXXX SET 1 EXHIBIT 1 are True and correct copies of Judge XXXX XXXX XXXX order in Case Number XXXX dated XX/XX/XXXX requiring Nationstar counsel to provide me an accurate payoff/reinstatement statement by XX/XX/XXXX. XXXX Set 1 Exhibit 1 also includes Nationstar and its culprits dismissing theie action after judge XXXX issued her order ; 2 ) Attached as XXXX SET 1 EXHIBIT 2 are true and correct copies of Trustee 's Deed Upon Sale recorded in XXXX XXXX County as Instrument Number XXXX showing that the alleged owner of my private property is allegedly the trustee for the closed trust, i.e. XXXX XXXX XXXX XXXX, AS TRUSTEE FOR XXXX XXXX XXXX XXXX PASS-THROUGH CERTIFICATES, SERIES 2007-AR2, which is inconsistent with another false disclosure from Nationstar Mortgage LLC claiming falsely that Nationstar is the owner of the Defendant 's private propery, XXXX Set 1 Exhibit 4 ( IRS Form XXXX XXXX ), and that the alleged debt was {>= $1,000,000} and alleged consideration of {>= $1,000,000} which is in contrast with Nationstar 's demand from me which was {>= $1,000,000}, see XXXX Set 1 Exhibit 3, when not only there were no default at any time, see inter alia, XXXX Set 1 Exhibit 5, but also several known and unknown insurance monies were received by the alleged Plaintiff ( the trustee for the closed trust ), i.e. insurance monies were received by the alleged Plaintiff from XXXX XXXX XXXX [ XXXX Set 1 Exhibit 6 ], from FINANCIAL XXXX XXXX XXXX " XXXX '', XXXX XXXX XXXX, see my XXXX XXXX Complaint in XXXX, San Jose Division, Case No. XXXX, INTERNAL REVENUE SERVICE, The United States of America , ex rel. XXXX XXXX Plaintiff/Realtor XXXX XXXX, XXXX XXXX, XXXX Apparent Not the strawman XXXX XXXX, the use of all capital name is fraud on the court, i : am neither a corporation nor a public servant Plaintiff v. XXXX XXXX XXXX XXXX, AS TRUSTEE FOR XXXX XXXX XXXX XXXX PASS-THROUGH CERTIFICATES, SERIES 2007-AR2, et. al., Complaint as Dckt. No. 1, Exhibits D and T as to the insurance monies that were received by the trustee for the closed trust ; 3 ) Attached as RJN SET 1 EXHIBIT 3 are true and correct copies of correspondence to me from Nationstar Mortgage LLC. ( " Nationstar '' ) date XX/XX/XXXX, where Nationstar states " New Interest Rate and Monthly Payment : The table above shows your new interest rate and new monthly payment. These amounts are based on the AVERAGE OF 12 MONTHLY AVERAGE YIELDS ON U.S. TREASURY SECURITIES ADJUSTED TO A CONSTANT MATURITY OF 1 YEAR index, your margin of 3.500 %, your loan balance of {>= $1,000,000}, and your remaining loan term of 357 months. '' which is in contrast with what Nationstar had demanded from me and filed in XXXX XXXX County Recorder 's office, see XXXX Set 1 Exhibit 2, in violation of, inter alia, Cal. Penal Code 115 ( a ) and ( b ) and 18 US Code Sections 471, 472 and 473 -- Securities Fraud.
4 ) The URL readily available from Securities and Exchange Commission at XXXX XXXX XXXX XXXX XXXX which is MORTGAGE LOAN SALE AND ASSIGNMENT AGREEMENT for XXXX XXXX XXXX XXXX , as Trustee for XXXX XXXX XXXX XXXX Pass-Through Certificates, Series 2007-AR2 ; miscellaneous exhibits available from XXXX XXXX XXXX ; TERMS AGREEMENT for XXXX XXXX XXXX XXXX XXXX PASS-THROUGH CERTIFICATES, SERIES 2007-AR2 available from XXXX XXXX XXXX XXXX XXXX ; EXHIBIT A to Schedule GUARANTEE OF XXXX XXXX XXXX XXXX available from XXXX XXXX XXXX where none of the exhibits of the Pooling and Servicing Agreement and other exhibits are signed and executed.
This is clearly securities fraud, Nationstar 's officers and director must be immediately arrested, indicted and criminally prosecuted, as a matter of law. Its license must be revoked as they are threat to our national security.
5 ) Attached as XXXX SET 1 EXHIBIT 7 are True and correct copies of : XX/XX/XXXX, in a case entitled XXXX XXXX-Order, XXXX admitted that it couldnt produce a wire transfer history for Plaintiffs account reflecting payments made and wired to any entity via transfer. The judge ordered XXXX to produce wire transfer history for Plaintiffs account reflecting payments made to XXXX XXXX XXXX, XXXX. and forwarded to XXXX XXXX, or any other entity, via wire transfer. After a diligent search, XXXX admitted it was not in possession, custody or control of the documents demanded by the order. Specifically, XXXX does not maintain loan level information regarding its payments to the investor, XXXX XXXX. In other words, XXXX does not have a wire transfer history to XXXX XXXX ( or any other entity ) for Plaintiffs account alone or any other individual loans for that matter. This admission from XXXX shows a complete disconnect between the cash-flow between the alleged borrower and alleged investor ( s ), and suggests that there is no way to prove, through verifiable accounting, that the alleged investors even receive payments from the alleged borrower. The records that XXXX maintains show the total monthly payment ( in XXXX of dollars ) made to XXXX XXXX, regardless of whether any individual borrower in the pool made their payment to XXXX. Therefore, how can there be any defaults if XXXX pays XXXX XXXX regardless if any individual borrower in the pool made a payment? XXXX XXXX, as Trustee, is not the investor despite attempts to trick the court. Once XXXX XXXX receives the lump payment, where does XXXX XXXX forward the money? Inquiring minds want to know! The reality is that there is NO WIRE TRANSFER HISTORY FOR ANY INDIVIDUAL ACCOUNT SHOWING PAYMENTS TO ANY INVESTOR ( S ). They do not exist- unless pretender lenders decides to cook them up ( much more difficult than slapping an endorsement onto a note ). Pretender lender is effectively saying that it sends XXXX OF DOLLARS EACH MONTH TO XXXX XXXX ON BEHALF OF A POOL OF LOANS, BUT CAN NOT BREAK DOWN THAT LUMP PAYMENT. XXXX can not show the origin or source of these payments, and XXXX XXXX, as Trustee, doesnt want to know about the origins of these enormous sums of money or execute a formal accounting? This is a brilliant way to launder money, the epitome of a Ponzi scheme, and a dangerous shadow banking enterprise that will destroy the United States economy if not dealt with immediately. Where is the FBI when Americans homes and economic underpinnings are at risk? Out generating anti-Russian propaganda to divert from the reality that the American housing economy is a house of cards. Additionally, XXXX XXXX Interrogatory ResponsXXXX where they admit that plaintiff can not ascertain the specific amount for which the loan was purchased, for as it was purchased as a large pool of loans. XXXX XXXX admits that the pool contains {$280.00} XXXX dollars and consists of 2,472 loans, so it can not assert how much was paid for any individual loan. These facts have repeatedly been, over and over again, proven beyond any shadow of any doubt in Defendant 's case. Nationstar and the trustee for the closed trust repeatedly refused to authenticate the amount of the alleged debt and the alleged debt, which is consistent with FBI findings, that FBI can not find any Certificate Holders ( XXXX Set 1 Exhibit 7 ), anywhere. Even Nationstar and its Co Parties admitted to this fact ( XXXX Set 1 Exhibits 8 ). No other evidence exists to the contrary.
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02/14/2023 |
Yes |
- Debt collection
- Other debt
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- Took or threatened to take negative or legal action
- Collected or attempted to collect exempt funds
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Web |
Servicemember |
XXXX XXXX XXXX introduced himself as the speaker of the bank Nationstar, and his office has since XXXX been made aware that XXXX XXXX 's social security funds ( exempt ) funds have been paying the XXXX XXXX XXXX mortgage according to the real estate contract filed in court. The funds went to the bank, however, the bank used and has used those funds for the last decade and has not applied to the original debt of XXXX, loan that Mr Cooper says holds the note of XXXX XXXX XXXX, as its new servicer.
XXXX XXXX XXXX told the Judge that there " has been no payments '' and now wants to charge again for the 10 years the bank collected from XXXX XXXX double as his accounting is far from fair and honest and includes electronic transfer of government benefits of XXXX XXXX XXXX XXXX XXXX, who speaks for nationwide, also has stated that he does not want the money as the bank already got that, but is after the equity of XXXX XXXX XXXX XXXX XXXX NM XXXX, residence where the senior ( military widow ) has hold equitable title since XXXX.
XXXX XXXX also has told us " he has the title '' and the bank told us that the money was given in checks to his customer as per a private agreement that we are not allowed to know.
This money and the property equity belongs to XXXX XXXX, a senior who the bank has embezzled from and an audit is due. There are missapplied payments to the original note or a second loan opened for a third person in XXXX in the name of XXXX XXXX and XXXX XXXX, imvestors in florida who did not hold title nor had equitable position.
XXXX XXXX has sent my mother threats he is going to keep the house, her money her furniture and all she possessed if a good offer " inwriting '' is not given to him and that the bank will make no counter on the house XXXX XXXX has lived in and has title of.
The house has title insurance on parties in posession and XXXX XXXX is not an owner.
XXXX XXXX and I have sought services of the division of vocational rehabilitation to help us get jobs to pay XXXX XXXX XXXX for his XXXX $ attorney fees he demanded and also to pay off the new loan that nationstar modified from XXXX ( the balance of the real estate contract ) to XXXX they doubled the mortgage in a private modification of the orignal XXXX XXXX XXXX XXXX XXXX a second loan that mr cooper created with people who no longer lived on our home or have title to encumber.
There is a loan created in XXXX by this law office, the investor '' and Mr cooper and they all want us to pay for it to keep it.
The law is below and we just want to be treated like anyone else with orwithout a disability WE applied for a loan with XXXX XXXX XXXX and mr cooper both have pulled credit asked for income information and identity information on the house at XXXX XXXX XXXX XXXX XXXX but XXXX XXXX XXXX is after the " highest and best offer '' and has published the house for sale in thee newspaper, on the internet ( XXXX ) and on XXXX, Mr cooper company to.
We acted in good faith and filled out a Mortgage assistance program with mr cooper under respa title x and title z as what we were told successors in interest, and XXXX XXXX XXXX or his associate referred the investor to an attorney, because we got the attorney correspondance in the investor name to our home, along with a 10 year voter registration that the XXXX XXXX annuled ( misdemeanor ). XXXX XXXX never lived in this house since XXXX. Please review the federal legislation, about mistakes intercepting funds from a third party, giving it to someone else other than the intended recipient ( which is the loan from bank XXXX XXXX of XXXX that should be around XXXX now ) and stating to the court that " no payments have been made, on the discharge note of XXXX and then because he can not collect form the people who made the loan illegally, he is after our money and our house We applied also for a mortgage with XXXX XXXX XXXX ( original Debt collector ) and then wit Mr Cooper. All they did is pull my mom 's credit, my credit, take income and identity documents, tax returns, bank statements, paystubs, school transcript, disablity records, pension retirment funds on our address for a " refinance '' and instead they attempt to " verify the debt of the wrongful foreclosure on our neck, without giving us disclosures for the loan and the appplication copy or a ncopy of the authorization to pull credit nothing mailed to us, it was a curtain that XXXX XXXX XXXX uses to collect a discharged debt of others on us. Please honest and fair accounting to locate misapplied payments per the regulation below is all we ask and stop the nonsense to sell our home for the debt of others acquired in XXXX.
According to 1005.15 Electronic fund transfer of government benefits.Modified limitations on liability requirements.
( i ) For purposes of 1005.6 ( b ) ( 3 ), the 60-day period for reporting any unauthorized transfer shall begin on the earlier of : ( A ) The date the consumer electronically accesses the consumers account under paragraph ( d ) ( 1 ) ( ii ) of this section, provided that the electronic history made available to the consumer reflects the unauthorized transfer; or ( B ) The date the agency sends a written history of the consumers account transactions requested by the consumer under paragraph ( d ) ( 1 ) ( iii ) of this section in which the unauthorized transfer is first reflected.
( ii ) An agency may comply with paragraph ( e ) ( 3 ) ( i ) of this section by limiting the consumers liability for an unauthorized transfer as provided under 1005.6 ( b ) ( 3 ) for any transfer reported by the consumer within 120 days after the transfer was credited or debited to the consumers account.
( 4 ) Modified error resolution requirements.
( i ) The agency shall comply with the requirements of 1005.11 in response to an oral or written notice of an error from the consumer that is received by the earlier of : ( A ) Sixty days after the date the consumer electronically accesses the consumers account under paragraph ( d ) ( 1 ) ( ii ) of this section, provided that the electronic history made available to the consumer reflects the alleged error; or ( B ) Sixty days after the date the agency sends a written history of the consumers account transactions requested by the consumer under paragraph ( d ) ( 1 ) ( iii ) of this section in which the alleged error is first reflected.
( ii ) In lieu of following the procedures in paragraph ( e ) ( 4 ) ( i ) of this section, an agency complies with the requirements for resolving errors in 1005.11 if it investigates any oral or written notice of an error from the consumer that is received by the agency within 120 days after the transfer allegedly in error was credited or debited to the consumers account.
( f ) Disclosure of fees and other information. For government benefit accounts, a government agency shall comply with the disclosure and change-in-terms requirements applicable to prepaid accounts as set forth in 1005.18 ( f ).
This an unaffordable modification loans onto hundred thousands of money down, and on top asking for XXXX cash to XXXXXXXX XXXX XXXX and XXXX attorney in a month does not consider our ability to repay their loans in full. I believe Mr Cooper misstated key terms on loan agreements, modificaiton agreements, including the principal and interest amounts, and did not disclose thousands of dollars in payments that they received from XXXX XXXX. In addition, XXXX XXXX packaged these illegal loans into a judgment against our property and equity and equity is or can be exchanged for money, which is what we have equity and the equity does not belong to the mortgagors that bought and bailed in XXXX but to us. This property is a family residence not a investment for an airbnb that it sold to investors who call my mother threatening her too..
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02/14/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Mr. Cooper has been charging bunk charges in the name of " Lender Paid Expenses '', " Repairs '', " Maintenance '', and " Inspections '' over the last several years even though the property is occupied and well maintained.
No one has ever seen or heard from any representative regarding any of the above activities. After numerous attempts, calls, letters, emails over the last couple of years- we have yet to get any clear response regarding what the charges are or proof that they were ever actually performed.
We recently sent in {$21000.00} to be distributed as follows : XXXX ) {$3200.00} to escrow ( which is in shortage due to Mr. Cooper double paying insurance ) XXXX ) {$18000.00} to be applied to principle.
Rather than the above distribution, Mr. Cooper took {$8500.00} and applied it to their bogus charges.
We want the full amount refunded immediately to principle as it was meant to be, and for these charges to be wiped away once and for all.
An example of some of these charges, followed by actions we have taken to get a clear answer regarding this : XX/XX/XXXX Maintenance {$200.00} XX/XX/XXXX Maintenance {$560.00} XX/XX/XXXX Repairs {$100.00} XX/XX/XXXX Maintenance {$0.00} XX/XX/XXXX " Maintenance '' XXXX XX/XX/XXXX " Maintenance '' {$38.00} XX/XX/XXXX " Maintenance '' {$38.00} XX/XX/XXXX " Maintenance '' {$38.00} XX/XX/XXXX " Maintenance '' {$38.00} XX/XX/XXXX " Maintenance '' {$38.00} XX/XX/XXXX " Maintenance '' {$0.00} XX/XX/XXXX " Maintenance '' {$38.00} XX/XX/XXXX " Maintenance '' {$38.00} XX/XX/XXXX " Maintenance '' {$38.00} XX/XX/XXXX " Maintenance '' {$38.00} XX/XX/XXXX " Maintenance '' {$450.00} XX/XX/XXXX " Maintenance '' {$360.00} XX/XX/XXXX " Property Inspections '' {$48.00} XX/XX/XXXX Maintenance {$12.00} XX/XX/XXXX Property Inspections {$14.00} XX/XX/XXXX Property Inspections {$95.00} XX/XX/XXXX Property Inspections {$61.00} XX/XX/XXXX Property Inspections {$310.00} XX/XX/XXXX Property Inspections - {$15.00} XX/XX/XXXX Property Inspections - {$15.00} XX/XX/XXXX Property Inspections - {$15.00} XX/XX/XXXX Property Inspections - {$15.00} XX/XX/XXXX Property Inspections - {$15.00} XX/XX/XXXX Property Inspections - {$15.00} XX/XX/XXXX Property Inspections - {$15.00} XX/XX/XXXX Property Inspections - {$15.00} XX/XX/XXXX Maintenance - {$1900.00} XX/XX/XXXX Maintenance - {$820.00} XX/XX/XXXX Maintenance - {$610.00} XX/XX/XXXX Maintenance - {$100.00} XX/XX/XXXX Maintenance - {$250.00} XX/XX/XXXX Maintenance - {$60.00} XX/XX/XXXX Maintenance - {$60.00} XX/XX/XXXX Maintenance - {$60.00} XX/XX/XXXX Maintenance - {$30.00} XX/XX/XXXX Maintenance - {$60.00} XX/XX/XXXX Maintenance - {$250.00} XX/XX/XXXX Repairs - {$100.00} XX/XX/XXXX Maintenance - {$30.00} XX/XX/XXXX Maintenance - {$60.00} Actions we have taken to get this resolved : Why are these inspection fees being charged?
Contacts : XXXX. Spoke with XXXX XXXX about this on XX/XX/XXXX [ XXXX ] CONFIRMATION : # RR XXXX XXXX. " Lender Paid Expenses '' inquiry email sent XXXX XX/XX/XXXX [ XXXX ] XXXX. Letter Sent XX/XX/XXXX regarding clarity on source of " Lender Paid Expenses '' Mr. Cooper ATTN : Customer Relations XXXX XXXX XXXX XXXX, TX XXXX XXXX. Lender Expenses email sent XXXX XX/XX/XXXX [ XXXX ] XXXX. XXXX XXXX Phone Conversation, she said she sent email to customer relations team. XX/XX/XXXX [ XXXX ] XXXX. Called XX/XX/XXXX [ XXXX ] XXXX. Call XX/XX/XXXX [ XXXX ] XXXX from Texas. 23 minute call. Then it hung up. She said she couldn't tell me what the charges were for, and said her manager requested that I show proof that the work they are charging for.
XXXX. Call XX/XX/XXXX [ XXXX ] Email Sent to XXXX.
XXXX. Call XX/XX/XXXX [ XXXX ] XXXX from Arizona. Asking for a written request. Transferred to another department after about XXXX min.
XXXX. Transfer XX/XX/XXXX [ XXXX ] She said she didn't handle that kind of account. Transferred again.
XXXX. Transfer to XXXX XXXX XX/XX/XXXX [ XXXX ] Sent email to XXXX XXXX people requesting detailed explanation on what the charges were. XXXX 1 hour 20 min XXXX. Email Followup with XXXX XXXX & XXXX XX/XX/XXXX [ XXXX ] XXXX. XX/XX/XXXX received email from XXXX XXXX ( XXXX ) claiming over {$5000.00} was yard maintenance.
XXXX. XX/XX/XXXX Responded in email asking for evidence.
XXXX. XXXX emailed to inquire about " XXXX XXXX XXXX '' charges.
XXXX. XX/XX/XXXX [ XXXX ] Two more mysterious charges on XXXX statement Maintenance {$12.00} and XXXX Inspections {$14.00} charged again send email to XXXX, XXXX XXXX XXXX. XX/XX/XXXX Called in to discuss the continuous " maintenance '' and " repair '' charges and Mr. Cooper says that somehow or another the Power of Attorney that has been on file since XXXX have somehow gone missing. They asked me to send in the POA again, which I did. XXXX XXXX. XX/XX/XXXX [ XXXX ] Called in because the XXXX XXXX XXXX with XXXX was charged twice ( XXXX, XXXX ) in the same amount {$3200.00} ( XXXX ). Played the same wait and hold. Them saying, yet again that they never received the POA documents. Created a Draft in XXXX email with Power of Attorney again to the above emails ( XXXX ) in case it comes up again.
XXXX. XX/XX/XXXX [ XXXX ] Spoke with XXXX, and after an hour on the phone she FINALLY confirmed that yes indeed we have Power of Attorney. Next time instruct them to check the upload from XX/XX/XXXX.
XXXX. XX/XX/XXXX [ XXXX ] Transferred to XXXX in XXXX to check on the double insurance charges... she says it was a mistake on their part and it should be refunded to the XXXX account.
XXXX. XX/XX/XXXX [ XXXX ] XXXX minutes on the phone navigating system and was hung up on.
XXXX. XX/XX/XXXX [ XXXX ] XXXX in XXXX insurance. She tried to tell me twice that the XXXX exact insurance charges for {$3200.00} were for different pay periods, one from the previous year, and one for the upcoming, which is of course incorrect. Another insurance payment on XX/XX/XXXX was made in the amount of {$3000.00}. So, she called XXXX and they agree, it was an incorrect double charge. They apparently sent an additional check to XXXX, but it was never cashed. ( XXXX minutes ). When she got back on the line, she apparently could not hear so she hung up. She said she would call back.
XXXX. XX/XX/XXXX [ XXXX ] XXXX called back says XXXX 's XXXX wants me to call. Apparently they sent XXXX checks Policy XXXX ( Policy number XXXX ) Called Farmers and left a message.
XXXX Department XXXX XXXX. XX/XX/XXXX The amount of {$18000.00} was sent from XXXX XXXX in to be applied to principle, and {$3200.00} which should have been applied to escrow. Only {$12000.00} were directed to principle. The remainder was applied to : {$2000.00} {$210.00} {$5400.00} {$100.00} {$560.00} {$200.00} _________ {$8.00} XXXX were all charged to " Lender Paid Expenses ''.
XXXX. XX/XX/XXXX [ XXXX ] Called Mr. Cooper, spoke with XXXX about the {>= $1,000,000} She says : - " Property Inspection '' {$640.00} XX/XX/XXXX - {$4600.00} " Corporate Advance " - XX/XX/XXXX " Land Initial '' ( XXXX ) {$360.00} Still no clear answer on why or how " property inspections '' are being conducted, or what " repairs '' and " maintenance '' are being made.
[ XXXX minutes ], transferred to XXXX Department.
XXXX. Transferred to XXXX Department. XXXX with XXXX. She started the conversation by attempting to tell me that the POA was not valid since XXXX XXXX 's passing. Informed her that the Executor of the XXXX appointment me XXXX. She eventually understood.
XXXX. XX/XX/XXXX [ XXXX ] Because of Mr. Cooper 's double send of insurance, the escrow account has a negative balance and they just raised the monthly payments. Spoke with XXXX, she is attempting to move some of the charges from " Lender Paid Expenses '' in amount of {$3100.00} to escrow. She says it should take about 24 hours to take effect.
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07/14/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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LOAN # XXXXXXXXXX My complaint is explained below and sent via email to XXXX on XX/XX/XXXX and I have been trying to get a loan modification approved since XX/XX/XXXX due to the pandemic. I believe Mr. Cooper to be fraudulent in the handling of my loan modification. They are supposed to be the mortgage experts, not me, but things do not add up as explained below. They used the wrong LTV and they shortened the term of my loan by 15 months stating that the payment could not be reduced and therefore I do not qualify for a loan modification. Shortening my loan term increases the payment when one adds in the forbearance amount! I never shortened the term of my loan and it is illegal for Mr. Cooper to do so.
Furthermore, today I finally received the investor information that I have been requesting since XX/XX/XXXX. I have been told by Mr. Cooper associates many times that my loan is with a private investor and that I didn't meet their guidelines, yet I received the investor information and find out XXXX XXXX XXXX, NA is the investor. I don't think that BOA is a private investor but I do not know. The investor information letter also states that I must go through Mr. Cooper because they service the loan for XXXX. Furthermore, I want to know what the exact guidelines are because I have read that XXXX has either lowered the rate and extended the term or has allowed the forbearance amount to be added to the end of the loan term, none of which Mr. Cooper has been willing to do.
BELOW LETTER IS WHAT WAS SENT TO MR. COOPER XX/XX/XXXX Dear XXXX XXXX, In regards to your response dated XX/XX/XXXX, the following terms were utilized during your review that resulted in a denial of a loan modification due to the pandemic : Current P & I Payment : {$1300.00} Property Value : {$710000.00} Proposed post modification Unpaid Principal Balance ( UPB ) is : {$280000.00} Forbearance Amount : {$0.00} Proposed Interest Bearing UPB : XXXX Proposed post modification interest rate : 4 % Amortization duration : 337 months ( This is false and Mr. Cooper shortened the term of my loan by 15 months. Current term is 352 months. See below and attached document.
Proposed post modification P & I payment : {$1300.00} You also stated verbatim " To be eligible for this program, the proposed modified monthly P & I installment must be equal to or less than the current P & I installment of {$1300.00}. Because the LTV is less than 80 %, the account is not eligible for rate reduction or principal forbearance per program guidelines. Loan to Value ( LTV ) : $ XXXX {$710000.00} = 39.4 %. The denial is confirmed and will remain unchanged ''.
My response to you in XX/XX/XXXX email to same address stated that you are incorrect with regards to the LTV. Mr. Cooper did not calculate the Combined Loan to Value Ratio ( CLTV ) and the CLTV is over 80 % and is 90.6 %.
Mr. Cooper Balance : {$280000.00} XXXX XXXX 2nd Mortgage : {$360000.00} Total Debt : {$640000.00} CLTV : {$640000.00} / {$710000.00} = 90.6 % The amortization duration used to calculate the payment was shortened by Mr. Cooper by 15 months. Attached to this email is the XXXX paperwork as proof. As of XX/XX/XXXX my loan had XXXX payments left according to the HAMP modification paperwork. My loan term as of XX/XX/XXXX is 352 months, NOT 337 months. Why would Mr. Cooper shorten my loan term by 15 months? Mr. Cooper nor the investor has the right to shorten my loan term and the only way a modification would work when adding in forbearance is if either the interest rate is lowered or the loan term is extended ( not shortened ). Obviously, the proposed payment would be higher than my existing payment when the loan term is shortened and the rate has not been adjusted. Is this complete incompetence or down right fraud to misrepresent the facts?
XX/XX/XXXX - XXXX payments left per XXXXe HAMP paperwork XX/XX/XXXX - XXXX payments left - XXXX payments XX/XX/XXXX to XX/XX/XXXX XX/XX/XXXX - XXXX payments left - XXXX payments XX/XX/XXXX to XX/XX/XXXX XX/XX/XXXX - XXXX payments left - XXXX payments XXXX, XXXX, XX/XX/XXXX prior to forbearance plan XX/XX/XXXX XX/XX/XXXX - XXXX payments left - made 6 payments of 50 % each of mortgage payment that were applied to XXXX, XXXX, XXXX, XXXX payments.
I have yet to receive any options other than denial of modification, a short sale or deed in lieu. A refinance is not an option as I am on XXXX since XX/XX/XXXX and will not qualify with my income. I did however, supply the income of my significant other whom has been living at said property with me for 10+ years who supplements the mortgage payment and is willing to continue to do so. Mr. Cooper has had all the documents that were requested in order to submit for a loan modification since XX/XX/XXXX, however, your letter states that income is not considered as it has no impact on the proposed terms or decisions yet the terms and conditions are false.
To lower my monthly payment through a loan modification, either the interest rate needs to be lowered or the term needs to be extended when adding in the additional forbearance amount. It is that simple! A modification is a farce if the rate and term remain unchanged. If you refuse to adjust the rate or the term, then it is fraudulent to state that I dont meet the guidelines because the guidelines must not exist. If they exist then I want to see a copy of the investor guidelines. We are willing to work with you and are open to options or solutions which may include a down payment in order to make the ratios work but you must be willing to adjust either the interest rate or extend the mortgage term.
I have also requested from you the investor contact information including address and telephone number in my email to you on XX/XX/XXXX. You failed to give me that information and on XX/XX/XXXX, I was informed by Mr. Cooper that I had to send an email, which I did do on XX/XX/XXXX, but I have yet to receive the information on the investor.
Per your email XX/XX/XXXX, you have stated that I should contact my loan officer XXXX XXXX at XXXX. When I called the number you provided there is no extension for XXXX XXXX so how do you suggest I contact him? On XX/XX/XXXX, I spoke to XXXX reiterating everything and she put a message into XXXX XXXX. On XX/XX/XXXX, I called and spoke to XXXX, and XXXX XXXX wherein I had to explain everything over and over again. On XX/XX/XXXX, XXXX XXXX called me and then said he'd call me back Monday at XXXX but I never received a call. On XX/XX/XXXX, I called and spoke to XXXX XXXX in Arizona at the escalation department because XXXX XXXX is not available. XXXX XXXX told me that they only have about an hour a day to return phone calls so how can someone speak to anyone. XXXX XXXX told me that my loan is currently being reviewed. I informed her that Mr. Cooper shortened the term of my loan and why the proposed payment didnt work and she said there is nothing she can do and I can not speak to anyone higher than her. She didn't even document in the system for someone to review. Therefore, all of the above has led to me writing my 4th email appeal to XXXX.
I am certain, I am not the only one having a difficult time getting their loan modified with the XXXX I've listed above. How many other homeowners are being denied modifications? Thousands? Therefore, I am demanding an answer and for this to be resolved and corrected.
I am submitting this complaint to the XXXX of which I will attach the entire copy of this email as verification and proof. I will also file a complaint with the CFPB with this additional information regarding shortening my loan term. Futhermore, Mr. Cooper just settled a class action lawsuit in XX/XX/XXXX for fraudulent activity and I'm not opposed to contacting the lawyer to start another.
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02/14/2023 |
Yes |
- Debt collection
- Other debt
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- Took or threatened to take negative or legal action
- Collected or attempted to collect exempt funds
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Web |
Servicemember |
XXXX XXXX XXXX introduced himself as the speaker of the bank Nationstar, and his office has since XXXX been made aware that XXXX XXXX 's social security funds ( exempt ) funds have been paying the XXXX XXXX XXXX XXXX according to the real estate contract filed in court. The funds went to the bank, however, the bank used and has used those funds for the last decade and has not applied to the original debt of XXXX, loan that Mr Cooper says holds the note of XXXX XXXX XXXXXXXX, as its new servicer.
XXXX XXXX XXXX told the Judge that there " has been no payments '' and now wants to charge again for the 10 years the bank collected from XXXX XXXX double as his accounting is far from fair and honest and includes electronic transfer of government benefits of XXXX XXXX XXXX XXXX XXXX, who speaks for nationwide, also has stated that he does not want the money as the bank already got that, but is after the equity of XXXX XXXX XXXX XXXX XXXX NM XXXX, residence where the senior ( military widow ) has hold equitable title since XXXX.
XXXX XXXX also has told us " he has the title '' and the bank told us that the money was given in checks to his customer as per a private agreement that we are not allowed to know.
This money and the property equity belongs to XXXX XXXX, a senior who the bank has embezzled from and an audit is due. There are missapplied payments to the original note or a second loan opened for a third person in XXXX in the name of XXXX XXXX and XXXX XXXX, imvestors in florida who did not hold title nor had equitable position.
XXXX XXXX has sent my mother threats he is going to keep the house, her money her furniture and all she possessed if a good offer " inwriting '' is not given to him and that the bank will make no counter on the house XXXX XXXX has lived in and has title of.
The house has title insurance on parties in posession and XXXX XXXX is not an owner.
XXXX XXXX and I have sought services of the division of vocational rehabilitation to help us get jobs to pay XXXX XXXX XXXX for his XXXX $ attorney fees he demanded and also to pay off the new loan that nationstar modified from XXXX ( the balance of the real estate contract ) to XXXX they doubled the mortgage in a private modification of the orignal XXXX XXXX XXXX XXXX or a second loan that mr cooper created with people who no longer lived on our home or have title to encumber.
There is a loan created in XXXX by this law office, the investor '' and Mr cooper and they all want us to pay for it to keep it.
The law is below and we just want to be treated like anyone else with orwithout a XXXX WE applied for a loan with XXXX XXXXXXXX XXXX and mr cooper both have pulled credit asked for income information and identity information on the house at XXXX XXXX XXXX XXXX XXXX but XXXX XXXX XXXX is after the " highest and best offer '' and has published the house for sale in thee newspaper, on the internet ( XXXX XXXX and on XXXX, Mr cooper company to.
We acted in good faith and filled out a Mortgage assistance program with mr cooper under respa title x and title z as what we were told successors in interest, and XXXX XXXX XXXX or his associate referred the investor to an attorney, because we got the attorney correspondance in the investor name to our home, along with a 10 year voter registration that the XXXX XXXX annuled ( misdemeanor ). XXXX XXXX never lived in this house since XXXX. Please review the federal legislation, about mistakes intercepting funds from a third party, giving it to someone else other than the intended recipient ( which is the loan from XXXX XXXX XXXX of XXXX that should be around XXXX now ) and stating to the court that " no payments have been made, on the discharge note of XXXX and then because he can not collect form the people who made the loan illegally, he is after our money and our house We applied also for a mortgage with XXXX XXXX XXXX ( original Debt collector ) and then wit Mr Cooper. All they did is pull my mom 's credit, my credit, take income and identity documents, tax returns, bank statements, paystubs, school transcript, disablity records, pension retirment funds on our address for a " refinance '' and instead they attempt to " verify the debt of the wrongful foreclosure on our neck, without giving us disclosures for the loan and the appplication copy or a ncopy of the authorization to pull credit nothing mailed to us, it was a curtain that XXXX XXXX XXXX uses to collect a XXXX debt of others on us. Please honest and fair accounting to locate misapplied payments per the regulation below is all we ask and stop the nonsense to sell our home for the debt of others acquired in XXXX.
According to XXXX XXXX fund transfer of government benefits.Modified limitations on liability requirements.
( i ) For purposes of XXXX ( b ) ( 3 ), the 60-day period for reporting any unauthorized transfer shall begin on the earlier of : ( A ) The date the consumer electronically accesses the consumers account under paragraph ( d ) ( 1 ) ( ii ) of this section, provided that the electronic history made available to the consumer reflects the unauthorized transfer; or ( B ) The date the agency sends a written history of the consumers account transactions requested by the consumer under paragraph ( d ) ( 1 ) ( iii ) of this section in which the unauthorized transfer is first reflected.
( ii ) An agency may comply with paragraph ( e ) ( 3 ) ( i ) of this section by limiting the consumers liability for an unauthorized transfer as provided under XXXX ( b ) ( 3 ) for any transfer reported by the consumer within 120 days after the transfer was credited or debited to the consumers account.
( 4 ) Modified error resolution requirements.
( i ) The agency shall comply with the requirements of XXXX in response to an oral or written notice of an error from the consumer that is received by the earlier of : ( A ) Sixty days after the date the consumer electronically accesses the consumers account under paragraph ( d ) ( 1 ) ( ii ) of this section, provided that the electronic history made available to the consumer reflects the alleged error; or ( B ) Sixty days after the date the agency sends a written history of the consumers account transactions requested by the consumer under paragraph ( d ) ( 1 ) ( iii ) of this section in which the alleged error is first reflected.
( ii ) In lieu of following the procedures in paragraph ( e ) ( 4 ) ( i ) of this section, an agency complies with the requirements for resolving errors in XXXX if it investigates any oral or written notice of an error from the consumer that is received by the agency within 120 days after the transfer allegedly in error was credited or debited to the consumers account.
( f ) Disclosure of fees and other information. For government benefit accounts, a government agency shall comply with the disclosure and change-in-terms requirements applicable to prepaid accounts as set forth in XXXX ( f ).
This an unaffordable modification loans onto XXXX thousands of money down, and on top asking for XXXX cash to XXXX and XXXX and XXXX XXXX in a month does not consider our ability to repay their loans in full. I believe Mr Cooper misstated key terms on loan agreements, modificaiton agreements, including the principal and interest amounts, and did not disclose thousands of dollars in payments that they received from XXXXXXXX XXXX. In addition, XXXX XXXX packaged these illegal loans into a judgment against our property and equity and equity is or can be exchanged for money, which is what we have equity and the equity does not belong to the mortgagors that bought and bailed in XXXX but to us. This property is a family residence not a investment for an airbnb that it sold to investors who call my mother threatening her too..
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07/08/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Older American |
Mr. Cooper is refusing to provide me with the mortgage forbearance extension that I have requested. Mr. Cooper is refusing to communicate with me in writing. Mr. Cooper is unilaterally giving itself until XX/XX/XXXX ( 15 days after my current mortgage forbearance extension expires ) to respond to my request for an additional 3-month mortgage extension.
I am respectfully requesting your agencys assistance with this problem being created by mr. Cooper before time runs out and my home is forced into foreclosure as a result of mr. Cooper sitting on my forbearance extension request and not applying it before my current forbearance expires.
My wife and I have a XXXX XXXX loan that is being serviced by Mr. Cooper. Our loan has been in forbearance since approximately XX/XX/XXXX. My current mortgage forbearance extension expires on XX/XX/XXXX. Under the current provisions of the CARES Act, I can apply for another 3-month forbearance extension that will continue my current forbearance plan until XX/XX/XXXX.
I have been communicating with Mr. Cooper 's Corporate Counsel XXXX XXXX by e-mail for more than a year about my forbearance case. During the past year, I have received forbearance extensions by sending Mr. XXXX an email message. He would arrange to have my forbearance plan extended after receiving my email message requesting a forbearance extension.
On XX/XX/XXXX, I sent Mr. XXXX an email message requesting that he extend my mortgage forbearance by 3 months so that it expires on XX/XX/XXXX instead of XX/XX/XXXX. On XX/XX/XXXX, Mr. XXXX acknowledged my extension request email and said that he would send my request to " the team that handles forbearances ''.
On XX/XX/XXXX I received a letter ( see attached letter to me from mr. Cooper -- XXXX XXXX XXXX XXXX ) from XXXX XXXX a Mr. Cooper Customer Relations Specialist stating : " We have received your request to extend your Pandemic Forbearance Plan. In order to do this you must reach out to your Dedicated Loan Specialist ( XXXX XXXX XXXX ) for further assistance. On XX/XX/XXXX, we reached out to your Dedicated Loan Specialist to contact you in regards to setting up the extension. She left you a message to return her call. Please contact her directly so we can successfully set up your extension. '' On XXXX, XXXX, XXXX, after receiving Ms. XXXX letter, I sent a reply by email in which I stated : " You have received my extension request. You are required to set up said extension request without any additional conditions. Your receipt of this message constitutes my " reaching out '' to Mr. Cooper for the purpose of extending the current forbearance period until XX/XX/XXXX. '' In a separate email message to Mr. XXXX and Ms. XXXX, I also sent another email message in which I wrote : " To avoid the misunderstandings and problems associated with telephone communications, please attach a notice to this case and notify all Mr. Cooper employees or agents handing this case that all further communications from Mr. Cooper to me be made using e-mail. I will endeavor to respond to email messages received from Mr. Cooper in a timely manner. '' I do not trust Mr. Cooper and preferred to have all further communications between myself and Mr. Cooper reduced to writing so that there would be no misunderstanding or misrepresentations about what is said during any conversation between us.
Instead of responding to my request to communicate with me by email in writing by having either Customer Relations Specialist XXXX XXXX or Loan Specialist XXXX XXXX XXXX send me an email message about my extension request telling me that my 3 month extension had been set up or sending me an email message containing whatever it was that Ms. XXXX had to tell me about setting up my extension, I received an email message, dated XX/XX/XXXX, about my communication requesting that Mr. Cooper communicate with me by email in writing stating that my correspondence had been received and that a response would " be provided no later than XX/XX/XXXX. XX/XX/XXXX is 16 days after my current forbearance expires.
I have not received any response from Ms. XXXX or her dedicated loan specialist Ms. XXXX. I have requested that they communicate with me by email. It appears that Ms. XXXX and her associate have gone to ground because they don't wish to memorialize what they have to say in writing.
I have requested a 3-month additional forbearance extension because my current mortgage forbearance ends on XX/XX/XXXX.
Instead of communicating with me by e-mail writing down what they wanted to talk on the phone about and extending my mortgage forbearance by 30 days, Mr. Cooper 's XX/XX/XXXX letter to me provides I will receive a written reply no later than XX/XX/XXXX which is approximately 16 days after my current forbearance expires.
This letter ( see attached letter to me from mr. Cooper - XXXX XXXX letter XXXX ) is the epitome of a dilatory tactic that violates the spirit, intent, and letter of the CARES ACT 's mortgage forbearance structure because neither Mr. Cooper 's Customer Relations Specialist XXXX XXXX nor Mr. Cooper 's Loan Specialist XXXX XXXX have communicated by email about extending my forbearance before it expires on XXXX now, Mr. Cooper sends a communication in which Mr. Cooper unilaterally gives itself until XX/XX/XXXX ( 15 days after my current mortgage forbearance extension expires ) to respond to my request for an additional 3-month mortgage extension.
Mr. Cooper is refusing to provide me with the mortgage forbearance extension that I have requested. Mr. Cooper is refusing to communicate with me in writing. Mr. Cooper is unilaterally giving itself until XX/XX/XXXX ( 15 days after my current mortgage forbearance extension expires ) to respond to my request for an additional 3-month mortgage extension.
It is quite clear that Mr. Cooper is engaging in predatory, illegal conduct by ignoring my many requests to extend my mortgage forbearance period before my current mortgage forbearance expires. In its letter to me, dated XX/XX/XXXX, Mr. Cooper stated that I must contact Dedicated Loan Specialist XXXX XXXX XXXX " directly so we can set up your extension ''. The is no email address listed for XXXX XXXX XXXX in Mr. Cooper 's XX/XX/XXXX letter where this request is made. However, the is an email address for XXXX XXXX, the person who wrote the XX/XX/XXXX letter to me in which the request to contact Ms. XXXX is made. I have sent several email messages to Ms. XXXX, Mr. COOPER 'S Customer Relations Specialist and XXXX XXXX, Mr. Cooper 's corporate counsel. Therefore, if they wanted Ms. XXXX to contact me to set up my forbearance extension, they know my e-mail address and can easily provide it to Ms. XXXX so that she can contact me by email, as I have requested.
In my opinion, mr. Cooper is refusing to communicate with me by email about my forbearance and does not provide an email address for the person ( Ms. XXXX, my " Dedicated Loan Specialist '' ) they want the borrower ( me ) to contact because they have created a telephone scheme/scam to control and/or mislead the borrower into making decisions that enrich Mr. Cooper at the borrower 's expense. In my opinion, the scheme being perpetrated against borrowers, such as myself, violates the spirit, intent and letter of the CARES Act. The sketchy, highly suspect behavior being engaged in by mr. Cooper 's employees also leads me to believe that mr. Cooper is engaging in a deceptive scheme to enrich the company at the borrower 's expense.
I am requesting the assistance of your agency with this matter before time runs out and my home is forced into foreclosure as a result of mr. Cooper sitting on my forbearance extension request and not applying it before my current forbearance expires.
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12/03/2018 |
Yes |
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- Trouble during payment process
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Web |
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On or around XX/XX/XXXX, we received an Escrow Review Statement from the mortgage company whod very recently bought our mortgage, Mr Cooper. It stated that our town/county tax had gone up to {$1200.00}, which would raise our monthly payment from {$570.00} to {$730.00}. Another option was to pay our shortage amount of {$740.00} and our payment would only raise to {$660.00}. The statement explained that any changes to what you owe for taxes are determined by our taxing authorities, NOT Mr Cooper. It also explained that any questions about changes to our taxes should be directed to our local taxing authority.
I contacted Mr Cooper at XXXX at XXXX on XX/XX/XXXX. After a long hold time, I was informed that I was not permitted to speak to anyone at Mr Cooper regarding our loan. My husband had to call them and authorize me on the account for the life of the loan. He did so and I called again on XX/XX/XXXX at XXXX and spoke to a gentleman who identified himself as XXXX from Texas . I asked him first of all, where did they get the amount of XXXX for our town/county tax? He said XXXX gave them the amount. I said that is not what XXXX XXXX records are and asked again how they came up with that amount and the gentleman said that is what Mr Cooper paid when the town sent us the bill last year. Confused because we didnt even get the mortgage until XXXX of XXXX, I asked how it was they paid a tax bill in XXXX of XXXX when we didnt get the mortgage until a month later. He told me it was some kind of assuming date. I asked who I need to contact to get this corrected and he told me to contact their resolution department at XXXX.
I contacted our local taxing authority, XXXX XXXX at XXXX at XXXX on XX/XX/XXXX. ( His website is XXXX XXXX XXXX ) He told me that our taxes had NOT increased and would NEVER increase NEARLY as much as Mr Cooper was stating. He also assured me hed never heard of Mr Cooper and had never spoken to or had any correspondence with them regarding our taxes. He verified that our school taxes are XXXX and town/county tax is only {$140.00}.
I tried to call their resoultion department twice at XXXX and XXXX, only to find it is a NON-Working Number that directed me to call their main number XXXX. I called that number at XXXX XXXX and spoke to XXXX in Texas and explained the situation and she said she would put me through to an Escrow Specialist who identified herself as XXXX. I asked how we could escalate this issue and she said there was no way to do so. She told me they will contact the county for the correct numbers and that the resolution completion date that they HAVE to have it corrected by would be XX/XX/XXXX. She said we would be able to log into their website and see that it has been fixed and a new escrow statement ready at some point before XXXX XXXX end.
As of XX/XX/XXXX I logged in and nothing at all had changed. I called XXXX at XXXX and spoke to XXXX in Texas who told me there is no one at Mr. Cooper or their vendor that I can get the proof of our taxes to, because by law, they are only allowed to rely on their 3rd party tax vendor to get that information. She said Ms XXXX simply made a mistake telling me the resolution completion date. She said XXXX must have been thinking 3-5 business days but it actually takes 7-10 business days so actually it would be resolved by XX/XX/XXXX. She also informed me that they hadnt heard back from Mr Coopers resolution department who would have contacted XXXX XXXX ( our tax man ) at the start of this, insinuating that XXXX XXXX may be to blame for the hold up.
On XX/XX/XXXX I called XXXX at XXXX and spoke to XXXX in Texas . She mumbled about our account being updated on the XXXX but no amount was entered. She said Mr Cooper had submitted a research request and that she will escalate this issue for me ( which I thanked her for and let her know other reps said that couldnt be done ) and within 3 business days their 3rd party vendor would have to reply and Mr Cooper would then be able to rerun their escrow analysis and update the amounts for me. She told me that she would personally call me back within 3 business days to let me know its rectified. I asked her how I could contact their 3rd party vendor and she gave me a mailing address of XXXX. XXXX XXXX, XXXX, CA XXXX, email of MrCooperMail@Lereta.com and a fax number of XXXX and told me any correspondence needs to have Re : Loan # with our loan number on it.
As of XX/XX/XXXX, I still had not heard anything back from any of them and nothing had changed online. Throughout this process Id done a lot of googling and found that Mr Cooper ( who was Nationstar Mortgage ) have had pretty serious issues that had to be addressed by state banking regulators in California, New York and Massachussets as well as some very negative customer complaints on sites like XXXX, and have been on the radar of the Consumer Financial Protection Bureau since at least XXXX ( https : //www.consumerfinance.gov/XXXX/ ). It became apparent to me that they simply came up with a near {$1000.00} increase in our taxes without consulting our tax office at all, in an effort to cause us to default into a foreclosure or at the very least in order to add more to our escrow account in an attempt to earn more in interest for themselves. Either way, I knew at that point that something was quite apparently wrong and I took to XXXX to see what kind of complaints they had there and saw they were numerous and plenty. I looked back on their timeline and found a few posts listing a customer service number for their social media team. I called that number XXXX at XXXX on XX/XX/. I spoke to XXXX XXXX and told her before I start complaining on XXXX, I thought I would give her one last opportunity to fix this mess. I explained everything and she again pushed the blame on our tax man, XXXX XXXX, saying there had been nothing back from HIM to them or their vendor. I asked if I could get the tax records to them myself as Id wanted to do very early on and she said yes, I can even have XXXX XXXX those to her at XXXX and she assured me that if I could get that to her by the end of the business day she would fix the issues on this account by no later than the end of the week. I also got her email which was XXXX just in case.
I immediately contacted XXXX XXXX at XXXX at XXXX and he did verify for me again that hes NEVER had ANY correspondence from Mr Cooper or XXXX ( their so called 3rd Party Vendor ) regarding our account. He said he could fax them only if it were a toll free or local number, so he worked with my husband ( who was at work at the time ) and myself to get the tax document showing the tax amount from XXXX of XX/XX/XXXXfor our property faxed to them with our Mr Cooper account # written on it. Despite my husband faxing it to her number twice from his place of business that afternoon, XXXX denied she had received the fax when I called her at back at XXXX and XXXX after hed gotten reciept that the fax had gone through on his end. I then emailed it to her and she did email me back at XXXX saying, I have received the document and will escalate this matter.
It is now XX/XX/. My husband was forced to pay the increased amount once so far, which has really thrown our budget off this month. It is obvious to us that Mr Cooper has come up with this increase ON THEIR OWN, out of the blue, because our taxes have NOT increased and numerous attempts to resolve it with Mr Cooper have wasted not only our time but even our tax mans time. I have included copies of everything that I thought you may need but dont hesitate to contact me if there is anything else I can provide. Please help me to resolve this issue as soon as possible.
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07/20/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
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Web |
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5th request : 1 ) The company doing the same problems that led up to this mess. They are not listening and sent repeated information ( dated XX/XX/XXXX from the 4th request and XX/XX/XXXX from around the first request ) despite me giving them a rebuttal that their response to the 4th and 1st request was irrelevant. Instead of trying to listen, empathize and problem-solve for customers during these pandemic times.
You said XXXX tried to call me on XX/XX/XXXX and it went to voicemail. Did she leave a voicemail? Do you have proof? I have no evidence or call history that she called me nor left a voicemail. Your company has lied and manipulated many times. How do we know this is not another attempt?
2 ) And a do not call is another poor excuse instead of problem solving. That was in relation to marketing and I still have gotten calls after that request regardless. After 5 attempts you are now just bringing up a do not call block on the account in XXXX, but I have received calls from your new associate since then who can not do anything buy relay information that you all have decided. Not give you information and feedback to improve or resolve.
You said the online figure is due to late fees then admitted that were no late fees. So why total due discrepancy between online and statements? Why was the online inaccurate and caused me to pay more than I needed to despite several calls to clear things up with your customer service?
4th request : 1 ) You all repeatedly wanted me to reach out to my SPOC but they did not respond. And then when I ask repeatedly for them to reach out to me, and you all say they will, they don't and a new excuse after the fact is made they can't make outbound calls and pandemic business. But I've received outbound calls from an SPOC in the past. And it doens't make sense if I reach out to her and leave a voicemail. How will she return the customers call for excellent customer service if they can't make outbound calls? In addition, I wasn't getting called back about my concerns before the pandemic businesss. 1.5 ) You want me to communicate with you directly but when i did to Mr. Cooper, it took several months to get a proper response. And your SPOC has still not contacted me. We've spent all this time and resources hammering out this dispute when it could have been just resolved by removing the reported issue as for the poor service. Now I have to document complaints to regulatory authorities and other consumers to see how Mr. Cooper rejects and treats the loyal customers. You said my new Single Point of Contact ( SPOC ) was contacted by you all on XX/XX/XXXX to respond to me since XX/XX/XXXX. I have still not heard anything from her. She is doing the same problem as the last representative poor responsiveness and care for your customers to educate and assist them. You said you did not receive a payment from XXXX to XXXX. But you did not mention the poor communication from your phone agent that miscommunicated I didn't have to make a payment while on forbearance basically without repercussions. And while you did not receive a payment from XXXX to XXXX no notification was sent regarding hurting my credit or even a return call from the original SPOC when I reached out to her for guidance and assistance in XX/XX/XXXX and many attempts after in XXXX. The forbearance plan was terminated early due to the poor guidance and assistance of your customer service reps. And I did not receive the appeal letter in due time to stop the forbearance from cancelling.They gave poor information and no response when reached out to. My credit report still shows more than one payment behind as reported. And the one for XXXX should be removed as goodwill and good faith since all payments were paid in full after the miscommunication by reps were realized. And you did not address my previous complaints which include the following : I want my payment lowered due to the misleading and faulty escrow analysis that was dated XX/XX/XXXX and told me I needed to pay by the same day XX/XX/XXXX to avoid escrow shortage and payment increase. You can not legitimately snail mail a letter dated the same day for payment the same day and the receiving party receives the letter a weeks or months after the same day payment request. It is also unrealistic it was actually mailed XX/XX/XXXX anyway to be receiving it in XXXX, USPS fault or not, this should have properly and professionally analyzed, assessed and mailed or contacted the customer expediently. The date mailing almost constitutes fraud. I requested several days ago to Nationstar research department to have her contact me and she never has. It seems it is not a representative issue, but a company issue. Similar to the previous poor communication about my credit and the poor customer service in refusing to remove my XXXX late payment for good customer service and all the problems the company has admitted along the way. I've already paid the payments in full and despite the company saying they can not remove the credit remark, it is well known that companies can out of compromise, care, and good faith for customers that they can remove it. Especially when said late payments were taken care of and paid in full. Nationstar has little to gain by leaving the credit remark, when payments were paid in full, but still want to keep the mark there out of spite or just poor customer service empathy and doing whats right for customers in these pandemic times. Remove credit disparagement for XXXX as for misunderstanding, poor service Or at least document communication misunderstanding within credit report and mention customer has never had a payment issue like this before this miscommunication issue 2 ) You all should have the name, date and time of call. You all should have the technology, compliance, management and oversight to have this followed-up upon. In fact, I was told by others that they already found the call and reviewed it. Why am I hearing 2 different stories from Mr. Cooper all of a sudden?
3 ) You said the online payment due included late fees but then said there were no late fees. Huh? So miscommunication again on you all 's side resulted in paying an overpayment that was not needed. This explanation you give now, why was it not provided BEFORE I made the unnecessary payment?
3.5 ) Also, your website and employees have communicated incorrectly and improperly repeatedly causing miscommunication with this whole payment fiasco. For example, you website said I needed to pay {$1200.00} due to be current. Despite the last statement saying ony {$980.00}.
4 ) The escrow analysis was faulty. That's why y'all had to send an updated escrow analysis with the due amount changed. And your system should have been customer focused and gave the option or already knew to apply that escrow amount to the escrow bill, not mortgage payment.
5 ) Out of so much poor communication with your reps and callousness for how you treat customers despite y 'all 's errors, long hold phone times, unresponsive loan specialists, and website technical difficulties, I repaid the higher balance to be safe than sorry. Low and behold, I did not need to pay what your site said I should pay and the extra {$300.00} turned into additional principal. You all wasted {$300.00} of mine I could of used during these pandemic stay at home times to take care of my family and other more pertinent needs during this crisis. I felt I had no choice out of fear/concern to pay the incorrect higher amount due to the level of callous treatment and mistrust gained from " Mr.Cooper, the customer service friendly company '' during these pressing times.
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10/20/2022 |
Yes |
- Debt collection
- I do not know
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- Took or threatened to take negative or legal action
- Seized or attempted to seize your property
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Web |
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In reference to XXXX XXXX XXXX XXXX FL XXXX.Fair Debt Collection Practices Act ( FDCPA ) 15 U.S. Code 1692g guarantees that the consumer has the right to know who payments were being collected for and where the payments were being applied. If Nationstar Mortgage LLC was a servicer collecting payments for the owner of a debt obligation, the consumer has the right to know who the owner of the debt obligation is and furthermore, Nationstar Mortgage LLC has contradicted itself by stating Nationstar Mortgage LLC is the holder of the note and mortgage. The holder of the note and mortgage is the OWNER of the note and mortgage. Nationstar Mortgage is not the owner of the note or mortgage and claims to be the owner and the servicer.
Nationstar Mortgage LLC employee, XXXX XXXX, answered a previous complaint ON XX/XX/XXXX and stated During our review of the account, Mr. Cooper found no evidence of fraud or unethical behavior with regard to the servicing of this account. The subject mortgage loan and related documents were reviewed and deemed compliant with all applicable state and federal guidelines. Therefore, we refute all related allegations and will continue to service the mortgage loan according to its status. WHO was Nationstar Mortgage servicing the account for?
XXXX XXXX goes on to state The billing statement will reflect the current amount due on the loan and will also provide a breakdown of any fees assessed, including any lender paid expenses or corporate advance fees. WHO IS THE LENDER?
XXXX XXXX further states Your correspondence mentioned the XXXX XXXX XXXX XXXX ( XXXX ) .As you can confirm by the executed Note and Mortgage, at origination of the loan you agreed to designate XXXX as a nominee on the loan. Please be advised that XXXX, did not have any servicing duties towards this loan, but only acted in its function as nominee. In that function, the duties of XXXX included tracking ownership and servicing rights to the loan. XXXX did not affect validity, ownership of the loan, or standing of a servicer to foreclose, but merely tracked its ownership. Moreover, any assignments issued by XXXX remain valid. Please refer to the assignments attached to review XXXX transactions on this loan. Upon receipt of this correspondence, the above-mentioned loan and related documents were reviewed and found to comply with all state and federal guidelines that regulate them. As such, the abovementioned loan account will continue to be serviced appropriate to its status. The original ( and only Mortgage & note ) are not associated with XXXX. XXXX is not a nominee, and is not found anywhere on the original mortgage or note and was not designated as a nominee by the owners of the property. The document speaks for itself and proves that Nationstar Mortgage, LLC has zero knowledge of the original mortgage or note. The original XXXX mortgage associated with the above property loan number XXXX was assigned to XXXX XXXX XXXX XXXX XXXX with XXXX XXXX XXXX being the assignor and XXXX XXXX XXXX XXXX XXXX being the assignee recorded in the XXXX county official land records INSTRUMENT # XXXX Book XXXX Page XXXX.
Nationstar Mortgage LLC DID NOT follow state and federal guidelines while collecting payments because nationstar mortgage llc was collecting payments for a non existent party. WHO OWNS THE MORTGAGE AND THE NOTE? WHO WAS NATIONSTAR MORTGAGE LLC COLLECTING PAYMENTS FOR? WHERE WERE PAYMENTS BEING SENT? PAYMENTS SHOULD HAVE BEEN SENT TO THE OWNER OF THE MORTGAGE AND NOTE.
XXXX XXXX also states The correspondence you sent in has no legal validity and as such is in a form that is not reasonably understandable. Therefore, your correspondence is not a valid request under Real Estate Settlement Procedures Act ( RESPA ) 12 CFR 1024.35 and 1024.36, or the Fair Debt Collection Practices Act ( FDCPA ) 15 U.S. Code 1692g. Nationstar is the holder of the Note and Mortgage and as such can enforce all rights under those documents. These rights include the rights to collect payments, assess fees and charges, and proceed with foreclosure. As such, we will continue to service the loan according to its status and will report the invalid documents received to the appropriate authorities. This is a false fictitious and fraudulent statement & misrepresentation, as Nationstar Mortgage LLC is not the holder of the note or mortgage and has admitted not being the owner of the note or mortgage. What " invalid '' documents are being reported to the authorities?
A mortgage holder is an individual or entity who owns the mortgage loan that was extended to a homeowner, and is the party entitled to enforce the terms of the mortgage. Nationstar Mortgage LLC is not the owner of the mortgage or the note and therefore, is not the HOLDER of the mortgage or the note.
Nationstar Mortgage LLC is not a holder in due course of the mortgage or the note. Nationstar Mortgage, LLC is not the owner of the mortgage or the note and never has been the owner of the mortgage or the note. UCC Article 9 requires the holder of the mortgage to be the owner of the debt as a condition precedent to enforcement of the mortgage. If the foreclosing party does not own the debt, the foreclosing party does not have the right to enforce the mortgage. This is not an opinion, it is fact.
Article III of the US Constitution, as defined by the Supreme Court requires that a party has to establish standing, by claiming and proving injury before it can bring a dispute before any state or Federal court. The United States Constitution guarantees that the issue of standing may be raised at any time, even after appeal. ( Article III of the U.S. Constitution ) United States Bankruptcy Court, D. Massachusetts, Bankruptcy No. 10-19903-JNF, Adversary No. 12-1249 ) Nationstar Mortgage LLC can not claim injury occurred because Nationstar Mortgage, LLC has admitted they have never been the owner of the security instrument, or debt obligation, therefore, Nationstar Mortgage LLC DID NOT SUFFER OR PROVE INJURY caused by the homeowner.
XXXX XXXX, has never been in debt to NATIONSTAR MORTGAGE, LLC. XXXX XXXX has never been in debt to NATIONSTAR MORTGAGE, LLC. NATIONSTAR MORTGAGE, LLC has never owned a mortgage or a note signed by XXXX XXXX or XXXX XXXX. Nationstar Mortgage, LLC has never extended or loaned a line of credit to XXXX XXXX or XXXX XXXX.
As per Negotiable Instrument Act, 1881, a holder is a party who is entitled in his own name and has legally obtained the possession of the negotiable instrument, i.e. bill, note or cheque, from a party who transferred it, by delivery or endorsement, to recover the amount from the parties liable to meet it.
WHO DID NATIONSTAR MORTGAGE AQUIRE THE NOTE FROM?
The party transferring the negotiable instrument should be legally capable. It does not include the someone who finds the lost instrument payable to bearer and the one who is in wrongful possession of the negotiable instrument.
Mortgage Servicing On occasion, a mortgage servicing company will be retained by the mortgage holder to collect the payments of a mortgage holder ( Mortgage holder is the owner of the mortgage ) This type of relationship is similar to a real estate owner hiring a real estate management company to obtain tenants and collect rent on the property. Like the real estate management company, the mortgage servicing company is only an agent for the mortgage holder, and does not own the mortgage, just like the real estate management company does not own the rental property. Nationstar Mortgage can not be the mortgage holder and the servicer. WHO was Nationstar Mortgage servicing the mortgage for?
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10/27/2021 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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|
Web |
Older American |
When covid came my hours were cut. I had heard from Mr. Cooper who holds my mortgage that there was help with the mortgage and that it could be put into forbearance. I called and inquired about it in XXXX of XXXX. I have never needed help before so I was not only scared to get help but wanted to know what would happen when I could start making my mortgage payments again. My husband and I met late so I own the home. He is not on the mortgage. I was told that I should not worry and that there were many options. I told her that I could not afford to make a lump sum payment as I live paycheck to paycheck and she ASSURED me many times that I would be ok as there are many options. So I did it. I started with 3 months and renewed every 3 months. The last payment on my mortgage was in XXXX of XXXX so starting in XXXX, I was on the forbearance plan. I was ready to come off of the plan after 3 times of 3 months. Just as I was ready, my husband fell and needed an emergency XXXX XXXX so I signed on for another 3 months. After that, I called in XXXX and said I was ready to make my payments again. I was told I had to call back. Not sure why but I called the next month. Somehow, during that time, they must have tried to do a modification so when I called back in XXXX they told me I was denied the modification because they could not lower my mortgage even by 1 XXXX and that I would have to come up with {$9000.00} if I wanted to keep my house. I was not trying to lower my payments. I broke down on the phone explaining that I could not do that and told them that right from the beginning and I was told this would not happen. They put me through to someone higher and apparently they started another modification that quickly got cancelled some 2 days later. Then another was started. In the meantime I needed some help because I did not know what to do so I contacted a place called XXXX and spoke with someone named XXXX who helped me with paperwork and the like. For months, they would request different items like my husbands pay. I sent that information over and over and over and over. They asked how much of my husbands pay went to the household which was 100 %. Apparently there was a form they needed from him but never sent a form so XXXX went and found it. I sent every bit of information they requested which was my life basically and I sent my husbands info so many times I can not count. This modification was also rejected. I found that out because I called them. On XX/XX/XXXX, in speaking with XXXX from Mr. Cooper, who informed me that I was again denied he said that I qualified for the deferment program and wondered why this was not given to me as an option. He said they should have asked me that first. This was the first time I was hearing of a deferment program which takes my past due amount and puts it at the end of the loan and then I just start my mortgage payments again which is all I have been trying to do since XXXX. The only requirement is that my mortgage was current which is always was. I was never late. I just needed a bit of time because of covid. He then spoke with his supervisor and he also said I was a caindiate and said that the approval odds were pretty good. I also called XXXX XXXX and was told the same thing. That I met the requirements. I am still baffled as to why no one said anything or did this before. I received 5 pieces of mail from them yesterday. 2 certified mail. 4 of the pieces of mail were all the same. The other was a statement telling me I now owed {$17000.00} due XX/XX/XXXX. I called them back again yesterday and they said that they hadn't opened the deferment yet but I could call back on Friday. I am scared to death and haven't slept in months so I reached out to a place called XXXX XXXX who helps with things like this. A nice man named XXXX phoned Mr. Cooper with me on the line yesterday XX/XX/XXXX and and a very not nice lady from Mr. Cooper whos name I forgot said some very interesting things. She said that I filled out a questionaire which I do not ever remember filling out and that supposedly they said I was not qualified for the deferred payment. The only paperwork I filled out was for the modification and that was after they already denied me. Never heard a word about a deferment or that I did not qualify. Matter of fact, I did not know about a deferment that I can remember until XXXX. and according to XXXX and his supervisor, I should be qualified because I was not late on my mortgage prior to being on the forbearance. She also said that income did not matter with the modification because if they could not lower the payment at least XXXX cent then I would not qualify. Why then did they ever reopen a modification. It certainly would not be any better the second or XXXX time or however many times they have tried as now I am all of that money behind and it would make it worse. Why did I jump through hoops and why did they need my husbands income and all of his information if it just didn't matter. The only thing it did was get my hopes up of being able to keep my home as I thought they were helping but did nothing. Myself and XXXX were the ones that made all of the contact to Mr. Cooper to find out any information. I would just get letter after letter saying that they needed the same thing that had to do with my husbands income. At this point they have more information than anyone should need. If I had not been encouraged by them to do the forbearance and that everything would be ok, I would have found a way even if I had to take a loan to pay my mortgage. I will admit I was not knowledgeable about it and had to depend on them to tell me it would be ok but had they not have kept telling me I was fine, I would have NEVER done it. Of course because now I am in danger of losing my home. When I first got my Mortgage it was with XXXX bank. I did a loan modification with them to lower my interest rate and it took exactly 2 days. I guess I should have know. I believe that something underhanded is going on here. Why in good heavens name are they trying to take my home when I have been trying to pay since XXXX. Now I am hearing things like short sale and my home is all I have. I have worked since I was XXXX XXXX XXXX and never asked for any help or have never been on public assistance or anything until I reached out to Mr. Cooper and was encouraged by them to do so and was assured I would not lose my home and that I had all of these options. I have been at my job for 30 years and am a responsible person. I do not understand why they are trying to take my home when I have been trying to pay my mortgage again since XXXX when they told me to call back in XXXX. Something is terribly wrong and now I have been told to call back Friday to hear my fate. I am not sure what you folks do and was told by the nice man at greenpath to reach out to you. I am getting letters from Mr. Cooper saying I should take the paperwork to my attorney if I have one which I guess I may need one. I just don't know what to do but I can't imagine this is ok. I did not ask for covid. I just asked for help to get through it and took it from the very same person who is now trying to take my home from me. I was never late with my mortgage. Because of this, I also looked up Mr. Coopers ratings and they are deplorable. It seems many others are having trouble with them and are in fear of losing their home. Something is just not right. Thank you for taking your time to read this. I hope you will be able to help me. I feel my time is running out. I would be grateful for any help I can get. Thank you again. Sincerely XXXX
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07/28/2023 |
Yes |
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- Trouble during payment process
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|
Web |
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I received a letter from Nationstar Mortgage XXXX Mr. Cooper along with XXXX XXXX XXXX XXXX company that stated I was being recommended for foreclosure. I have no contractual obligation to either of these corporations and they have not supplied me with a True Request of the Accounting per UCC 9-210 and RI Gen Law 6A-9-210. Secondly, I reached out to my title insurance company to file an adverse claim against them due to me getting a notice of recommendation for foreclosure. Im getting billing statements from Rightpath Servicing who took over for Mr. Cooper but they are all Subsidaries of Nationstar Mortgage. Come to find out that Nationstar has not even been assinged the mortgage. As per the letter attached ... '' there was an assignment of mortgage to XXXX XXXX XXXX dated XX/XX/XXXX and recorded on XX/XX/XXXX. So that Means, XXXX XXXX XXXXXXXX assigned the Mortgage to XXXX XXXX Servicing on XX/XX/XXXX a year and one week ago today. If i was to go by my credit report from XXXX XXXX ... Pics attached..I would assume something completely different. Per my credit report my loan with XXXX XXXX XXXX was paid off..With the Account Closing on XX/XX/XXXX. The mortgage was then assigned to XXXX XXXX XXXXXXXX XXXX XXXX BUT THE TITLE COMPANY SAID XXXX XXXX XXXX ASSIGNED XXXX XXXX THE MORTGAGE ON XX/XX/XXXX, and FILED IT XX/XX/XXXX. But looking at my credit history, it paints a different picture. lets list the assignments : XXXX. XXXX XXXX XXXX XXXX XXXXXXXX XXXX : XX/XX/XXXX XXXX. XXXX XXXX XXXX XXXX XXXX XXXX : XX/XX/XXXX XXXX. XXXX XXXX XXXX to Mr. Cooper : XXXX of XXXX XXXX. Mr. Cooper to Rightpath Servicing : XXXX of XXXX ( Mr.Cooper/RightPath/Nationstar ) are XXXX entity masquerading as separate servicers.
Thats Five Servicers ... Five Assignments... BUT THE TITLE COMPANY STATED AFTER THEIR INVESTIGATION XXXX XXXX XXXXXXXX ASSIGNED XXXXXXXX XXXX THE MORTGAGE ON XX/XX/XXXX, and FILED IT XX/XX/XXXX. AND IM GETTING A THREAT OF FORECLOSURE FROM A PARTY WHO DOESNT EVEN HOLD THE ASSIGNMENT! ALL THE PROOF IS ATTACHED. THIS IS A VIOLATION OF ALL MY RIGHTS UNDER TITLE 15. AND LET IT BE KNOWN THE MASSACHUSETTS SUPREME COURT ALREADY RULED THAT BACKDATED ASSIGNMENTS ARE NULL AND VOID AND IM ATTACHING THE CASE WITH IT. AS I WAS A MASSACHUSETTS RESIDENT WHEN I FILLED OUT THE APPLICATION FOR THE LOAN. OH AND LET ME PUT THE DEFINITION OF APPLICATION HERE WHILE IM AT IT : Application means : the submission of a borrower 's financial information in anticipation of a credit decision relating to a federally related mortgage loan, which shall include the borrower 's name, the borrower 's monthly income, the borrower 's social security number to obtain a credit report, the property address, an estimate of the value of the property, the mortgage loan amount sought, and any other information deemed necessary by the loan originator. An application may either be in writing or electronically submitted, including a written record of an oral application. [ 12 CFR Part 1024 ( b ) ] that Application and Contract was with XXXX XXXX XXXX. Not XXXX, Not XXXX XXXX XXXX, Not Mr. Cooper, Not XXXX, Not Nationstar and I believe no evidence exist to the contrary if so prove it. Because the letter from the Title Company Dated today SAYS IT IN PLAIN LANGUAGE ... .THE CHAIN OF ASSIGNMENT IT BROKEN AND THERE CLEAR MORTGAGE FRAUD BEING PERPETUATED UPON ME!!!!!!!!!!!
It is a fact that I have been receiving statements from XXXX XXXX, which include a coupon attached to them. I would like to clarify the definitions of these terms as per Black 's Law Dictionary, 8th Edition, to ensure a mutual understanding. The factual definitions provided are as follows : 1. Statement : A report issued periodically ( usually monthly ) by a creditor to a customer, providing certain information on the customer 's account, including the amounts billed, credits given, and the balance due.
2. Coupon : An interest or dividend certificate that is attached to another instrument, such as a bond, and may be detached and separately presented for payment of a definite sum at a specified time.
It is a Notice of fact pursuant to 12CFR 202.2 ( b ) consumer credit is defined as ; credit extended to a natural person primarily for personal, family, of household purposes. Therefore, if pursuant to that same subsection credit means ; the right granted by a creditor to defer its payment, or purchase property or services and defer payment therefor, then I am the consumer of this transaction seeing that my credit card, also known as my Social Security Number, funded the account by means of accessing my open-ended credit plan.
It is a Notice of fact there is a billing error pursuant to Regulation Z the determination of finance charge.
Pursuant 15 USC 1692c ( C ) this herein notice in writing refusing to pay the alleged debt.
15 USC 1666b ( 4 ) The creditors failure to reflect properly on a statement. If I owe a balance, it should be in the negative, but it isnt, its clearly showing a positive balance. This is a billing error.
Pursuant 19 CFR 149.3 there is an identification error. I did not need to provide a name and address, only a number to identify who was liable. The social security number is the liability. The bank is the reporter of record. The importer of the record is liable, I gave XXXX XXXX XXXXXXXX. the number making XXXX XXXX XXXX liable for the number.
It is a Notice of fact, Pursuant Regulation Z subpart b 1026.13 a6 I request a reflection on a periodic statement of an extension of credit for which the consumer requests additional clarification, including documentary evidence. I requested documentary evidence on account ending.
It is a Notice of fact Pursuant 15 U.S Code 44 includes all documents, papers, correspondence, books of account, and financial and corporate records which involve all derives, assignees, hypothecations in connection with my all-caps name. I require this clarification in order to address the billing error for {$74000.00} and any other additional charges. I need to clarify who funded the account and how much is owed according to the journal and ledger entries from the date of open of this account as described in IRS Publication 583. On the public and private side showing accounts receivable and payable.
It is a Notice of fact Pursuant Regulation Z Subpar B 1026.13 d 1- Rules pending resolution. The consumer need not pay ( and the creditor may not try to collect ) any portion of any required payment that the consumer believes is related to the disputed amount ( including related finance or other charges ). The creditor or its agent shall not ( directly or indirectly ) make or threaten to make an adverse report to any person about the consumer 's credit standing, or report that an amount or account is delinquent, because the consumer failed to pay the disputed amount or related finance or other charges. A creditor shall not accelerate any part of the consumer 's indebtedness or restrict or close a consumer 's account solely because the consumer has exercised in good faith rights provided by this section. A creditor may be subject to the forfeiture penalty under 15 USC 1666 ( e ) for failure to comply with any of the requirements of this section. I am the beneficiary I wish to negotiate instrument being tendered on behalf of the interest of the United States with full faith in credit. The personal information on the record is inaccurate the accuracy is depended upon fair banking. I request that the record is corrected and granted the proper disclosures Pursuant Regulation Z Truth in Lending Act.
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10/02/2022 |
Yes |
- Debt collection
- I do not know
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- Attempts to collect debt not owed
- Debt is not yours
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Web |
Servicemember |
I am glad that I finally received letters from the holders of the XXXX XXXX XXXX note, Mr Cooper. I was tied by what the attorneys had done in court for a long time and the only thing in my control is to keep paying my house payment I was told " wraps the XXXX XXXX XXXX mortgage '' to keep my kids and I under the roof of our home we are buying.
Please understand I have my mother and also a kids with XXXX and XXXX XXXX XXXX XXXX and I loved being at one place instead of renting and moving 22 times prior finding a permanent place and we struggled to pay the payments and the attorneys.
Wekept payments.
Please work with me. I will cooperate in any way.within truthfulness and the law and my means and those of my mother and my kids to keep our home.
We were not allowed to meet with the " bank '' and we could not talk to you directly until now you sent a letter requesting continued modification of XXXX. I do not have the. paperwork of a XXXX workout but I will forward the police report I was told to do by the advocacy group for people like my mother and I and my kids.
what will it take to keep my house of 15 years. I want to enter into a settlement with you and request an answer prior to some intentions of a third party investor to try to take my house away after you had accepted 8 years of payments during foreclsoure. Can we use those funds to try to get the loan reinstated please.
The mortgagors, salcedos, already bout XXXX or XXXX condos they sold as seller financing and other rented and instead of paying your mortgage they bought a house cash for XXXX in Florida. We did not buy and bailed. We kept our contract during the pendency of the lawsuit and it was so hard to pay attorney fees at the same time...
I will cooperate with the bank in any way to keep my house and please know that I have not kept any of XXXX XXXX 's cash, that was entrusted to the trust account. I was told those funds were in the court, however in calling the court says there is nothing there, maybe in possession of trust company or your bank escrow account. I do not have them nor my mother We kept the house insured ( despite your attorneys interfering with a water leak ( I paid out of pocket therest of my money XXXX ) claim wehere the XXXX of XXXX did not even come, as your attorney interfered.
Then the same day he filed his wish of paying his attorney fees to the court and other costs, he interfered with the other replacement insurance. Please understand I have to keep fire hazard insurance active, My insurance at my home went from XXXX a month to XXXX a month which I am paying and the house is insured.
I paid the taxes that were delinquent cash and I have the receipt. I have acted in good faith. Can you please work with me. I may be XXXX but I am able to pay for my house monthly payment.
There are XXXX XXXX dollars at least there to work with me to keep my house. - see attached affidavit and deposition of the trust company.
I have been in a position of equity since the XXXX 's long gave a special warranty deed to me at closing and have never lived there for the last 15 years. I beleive they refinanced three times and sold the house and got money after each transaction. i have no knowledge if they even made a single payment but was told via email 4 months after closing that the Salcedos " mortgagors '' were in " modification status '' which at that time I had no idea what it was.
XXXX XXXX XXXX was the escrow closer of the transaction in XXXX. He is a fellow real estate brokerr/escrow attorney. I had no idea of any details of the bank loan status or was even given the note to see the rate or loan amount or any amortization of payments but handed the " real estate contract '' that was a " dollar per dollar wrap '' then you the bank asked me to ask the XXXX 's to give a quit claim deed to me, and it was done by them a little later ( missing document letter ) When it arrived, then XXXX XXXX wanted to foreclose in my name my house. I was told that if you do, then both my mother and I would not be able to get a HUD loan for 7 years XXXX of the investors that called XXXX - wanted to buy the home for {$1000.00}. We declined.
I have not heard from you about the enclosed letter since XXXX to move forward to settle.
What will it take to settle/modify/resume payments on my house because I want to keep my house.
I took over payments in a XXXX dollar per dollar real estate contract on the original loan with the original rate as advertised by XXXX. The loan is XXXX.
I can ask XXXX title to provide the amortization schedule of the payments they should have given me but did not However it was worked out by XXXX XXXX ( escrow steart title ) and we can apply the monthly payments in cash from XXXX XXXX, my mother, ( who is not the same person as XXXX XXXX ). to work this out. She put her social security funds exempt retirement to this to help me out, and this money is in control of the trust company as per the attached affidavit and deposition.
I never got a dime back nor I had asked because that is for my house, Again we were drilled for XXXX hours by XXXX attroneys and a mediator to disburse otherwise and we said no that we want the house NOTHING WAS SETTLED WITH THEM AND I ATTACH THE ATTORNEY DECLARATION TO CFPB WHICH STATES HE KNOWS OF A SETTLEMENT. If I do not know and have not settled how can he knonw? that is nonsense. I asked my attorney that I want to keep my house and negotiate to keep my house not to pay XXXX XXXX for interfering with the XXXX modification /assumption The REC was not set up as an assumption at closing We have NOT ENTERED INTO ANY SETTLEMENT WITH XXXX XXXX AND XXXX XXXX. if XXXX XXXX insists we would like to see such document asap.
We filed a police report for embezzlement because we want to see where it and we got documents that nationstar has the funds yet the atttoney says otherwise. We do not know who to believe, the bank or the bank attorney.
Also we do not know who sandia atorneys are. they got a copy of the police report and Mr cooper is asking for it, did your XXXX attorney not give you a copy.
XXXX trust is a fiduciary, can not settle the cash of third parties that they hold, they are regulated by organisms like XXXX Isntitutions XXXX and FTC. They are a third party to the cash just custodians.
Attorneys can not comingle trust and iolta accounts and their attorney fees.
What XXXX it take to finalize what we agreed in XXXX before the attorneys and investors got involved? by the way I also want to tell you that I reached bank of XXXX and they never gave me information but a third party authorization to disclose information that the XXXX did not sign.
We never had information on the loan from XXXX XXXX XXXX or you depspite the attorney declaration to CFPB. What does he know. He never ereceived the " correspondance '' from XXXX XXXX XXXX or you saying you can not disclose the loan to third parties like us.
Well it is our house. and even if your clients did not want to do the right thing, we do because we want to keep our house and have showed it through years of payments during the foreclosure lawsuit if 8 years.
We havenot used cash to speculate or have received a cent back of what was entrusted to the trust company. It is not change it is XXXX after the XXXX motion for foreclosure and it is about another XXXX prior since XXXX. I do not believe the XXXX 's made a single payment.
what else do you need from me to work this out. What else do you need from my XXXX old mom XXXX gave it all she had- and more to work this out.
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07/09/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
We refinance our mortgage and it was transferred to Nationstar Mortgage d/b/a Mr. Cooper in XX/XX/2021. Real estate taxes were due XX/XX/XXXX and the company failed to pay them. We first contacted the company on XX/XX/XXXX and the matter is still not rectified.
We have paid the XXXX taxes and penalties/interest and Mr. Cooper has not reimbursed us. The company is holding more than {$5500.00} in escrow. The next installment of taxes is due on XX/XX/XXXX but we have no confidence that Mr Cooper will pay them since the record on-line is still incorrect despite us providing the correct information on several occasions.
Here is the sequence of problem tickets : ( Problem ticket # XXXX submitted XXXX ) Good Afternoon, our property taxes are payable every quarter and are currently in default. I called on XX/XX/XXXX and spoke with XXXX XXXX and at her request e-mailed the tax demand notice. She told me to expect that the taxes would be paid in 7-10 business days. As of today the taxes have still not been paid and we have been issued a warrant from the State for collection. This may well be impacting our credit rating and I would appreciate it being rectified immediately. Please find attached the warrant notice which outlines additional fees and interest. Thank you for your prompt attention.
XXXX XXXX Thank you for submitting your ticket. We look forward to helping you. Due to high demand, our response times may be longer than usual. All tickets are assigned based on the order they are received. Well reach out if we need additional information to complete your request. Theres nothing else you need to do at this time. Your ticket number is XXXX XX/XX/2021 at XXXX PM Thank you for contacting Mr.Cooper. Since your account is escrowed, Mr. Cooper will pay your taxes in advance of the due date to ensure that your taxes are paid on time. Our records indicate that your taxes are next due on XX/XX/2021. We received your tax statement and have forwarded it to our tax department for review. If you have any questions, please contact us directly at XXXX, or call our Customer Service Department at XXXX. Theyre available Monday through Thursday XXXX XXXX to XXXX XXXX ( CT ), Friday XXXX XXXX to XXXX XXXX ( CT ) and Saturday XXXX XXXX to XXXX XXXX ( CT ). Let us know if theres anything else we can do for you. Were here to help. Sincerely, Mr. Cooper XX/XX/2021 at XXXX XXXX ( Problem ticket # XXXX submitted XXXX ) In follow-up to our conversation with XXXX yesterday we decided that since there was going to be a further delay in tax payment we would pay our outstanding taxes. We paid the taxes and additional fees/interest yesterday. Please find the original tax bill and the demand statement attached. The demand statement itemizes {$92.00} that had accrued in interest and late fees and is evidence of our payment. We would appreciate if you could add this additional information to our account so the matter can be rectified. Thanks, XXXX and XXXX Thank you for submitting your ticket. We look forward to helping you. Due to high demand, our response times may be longer than usual. All tickets are assigned based on the order they are received. Well reach out if we need additional information to complete your request. Theres nothing else you need to do at this time. Your ticket number is XXXX XX/XX/2021 at XXXX XXXX Thank you for contacting Mr. Cooper. Due to the nature of your inquiry, additional research is needed. We have forwarded your request to our research team for further review. Please allow up to 7 business days for us to resolve your inquiry. You will receive a letter of resolution within 7-10 days after our review of your account. If you have any questions, please contact us directly at XXXX, or call our Customer Service Department at XXXX. Theyre available Monday through Thursday XXXX XXXX to XXXX XXXX ( CT ), Friday XXXX XXXX to XXXX XXXX ( CT ) and Saturday XXXX XXXX to XXXX XXXX ( CT ). Let us know if theres anything else we can do for you. Were here to help. Sincerely, Mr. Cooper XX/XX/2021 at XXXX XXXX Dear Valued Customer : Thank you for contacting Mr. Cooper. Please reference the attached document relating to your request received on XX/XX/2021. Should you have any additional questions regarding your account, or to view details about your loan summary and recent account activity, visit us online at mrcooper.com. To get started, click Sign In and see how easy it is to manage your mortgage online. We appreciate you bringing this matter to our attention. As a valued borrower, your satisfaction is our top priority. If we can be of further assistance, you can contact us directly at research.department@mrcooper.com or you can contact Customer Service at XXXX. Our hours of operation are Monday through Thursday from XXXX XXXX. to XXXX XXXX. ( CT ), Friday from XXXX XXXX. to XXXX XXXX. ( CT ) and Saturday from XXXX XXXX. to XXXX XXXX. ( CT ). Sincerely, Mr. Cooper Research and Response Department Terms of Use | Privacy | Licensing Information | CA, NV, SC & WA Residents Complaints | Update Profile This email is to keep you informed about your Mr. Cooper account, including service updates and other information about your account. Questions? Please dont respond to this email. Instead, just contact us. Nationstar Mortgage XXXX d/b/a Mr. Cooper XXXX XXXX XXXX XXXX. XXXX, TX XXXX NMLS : # XXXX XXXX Nationstar Mortgage LLC d/b/a Mr. Cooper. Mr. Cooper is a registered service mark of Nationstar Mortgage LLC. This email was sent by : Nationstar Mortgage XXXX d/b/a Mr. Cooper XXXX XXXX XXXX XXXX, XXXX, TX XXXX Nationstar Mortgage LLC d/b/a Mr. Cooper is a debt collector. This is an attempt to collect a debt and any information obtained will be used for that purpose. However, if you are currently in bankruptcy or have received a discharge in bankruptcy, this communication is not an attempt to collect a debt from you personally to the extent that it is included in your bankruptcy or has been discharged, but is provided for informational purposes only. If you are a successor in interest ( received the property from a relative through death, devise, or divorce, and you are not a borrower on the loan ) that has not assumed, or otherwise become obligated on the debt, this communication is for informational purposes only and is not an attempt to collect a debt from you personally.
XXXX XX/XX/2021 at XXXX XXXX Read Only : You can no longer reply to this thread.
( Problem ticket # XXXX submitted XXXX ) Good Evening, today it is 8 weeks since we first brought to your attention the fact that our real estate taxes due at the beginning of XXXX, had not been paid. The matter is still not rectified. Our next tax payment of {$2300.00} will become due on XX/XX/XXXX. Please find the tax bill attached. We have not been reimbursed for the XXXX taxes, penalties and interest which we paid. Please refer to tickets # XXXX and # XXXX for details. Please confirm that Mr Cooper will be able to fulfill its obligation to pay the XXXX taxes on time. XXXX and XXXX XXXX XXXX XXXX at XXXX XXXX Thank you for submitting your ticket. We look forward to helping you. Due to high demand, our response times may be longer than usual. All tickets are assigned based on the order they are received. Well reach out if we need additional information to complete your request. Theres nothing else you need to do at this time. Your ticket number is XXXX Yesterday at XXXX XXXX XXXX Only : You can no longer reply to this thread.
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03/30/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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RE : NationStar Mortgage dba Mr. Copper Refinancing | Company is not responding as promise ; even in writing complaint.
Subject Property : XXXX XXXX XXXX, XXXX, CA XXXX Loan number : XXXX Borrowers : XXXX XXXX XXXX XXXX XXXX Dear CFPB Representative, First, I am grateful to have this agency that I can turn to for help in a situation when I feel that I have exhausted my effort appealing to the company to respond to my refinance file. Thank you for your help.
In mid XX/XX/XXXX, I started calling Mr. Cooper who is the current holding of my mortgage note, asking about the new rate and expressing my interest in refinance with the company. In XX/XX/XXXX, the mortgage application was completed and my wife and I signed all the loan disclosures. The Loan Officer, name XXXX XXXX told us that the file would take 90 days to close because of the pandemic. He also explained that It would take 60 days to straight refinance and 30 extra days due to our request to have our current HELOC with XXXX XXXX XXXX XXXX to be subordinated. About 2 or 3 weeks after XX/XX/XXXX, our file was conditionally approved and appraisal was ordered. During this period, I provided Mr. Cooper all the requested documents such as the current bank statements and W2s. The appraisal was then completed on XX/XX/XXXX. I finally was able to talk to the processor name XXXX via telephone at the end of XX/XX/XXXX, and reconfirmed to her that I wish to have my HELOC with XXXX XXXX XXXX XXXX to be subordinated. XXXX stated at the time that she would be having the subordination document ordered from XXXX XXXX XXXX XXXX. This happened on XX/XX/XXXX. She told me that the process would take proximately two weeks period. 2 weeks went by in mid XX/XX/XXXX, there wasnt any status updates or any communication from Mr. Cooper. I Thus called XXXX and again to follow up in about mid XX/XX/XXXX, and it took me two days to be able to get hold of her. At this time XXXX told me that escrow department was responsibility to order the subordination documents and it would be best if I can call XXXX XXXX XXXX XXXX and push them since they might be responding faster to customer request. I waited couple of days and hoped that the file might be done within that extra a few days of waiting. I then called XXXX XXXX XXXX XXXX since I did not see any moving on my file. When I called XXXX XXXX XXXX XXXX and I found out that there wasnt any request on the file for my HELOC. I expressed the concerns of the possibility of losing the request to the XXXX XXXX XXXX XXXX Representative. XXXX XXXX XXXX XXXX reconfirmed to me that all requests would come in and be logged into one system so that the requests would not be mis-placed. I called XXXX back and and told her that XXXX XXXX XXXX XXXX did not have the request for my HELOC subordination request. I asked her to escalate my file to her manager. Another 2 weeks gone and my file was not moving at all.
By XX/XX/XXXX, I wrote an email to XXXX at Mr. Cooper and asked her to treat my email as a formal written complaint. In this email, I asked XXXX to have her compliance department to explain what was holding up my file. I also asked to reprice the interest rate on my file since interest was dropping lower than what I was locked-in and the lock-in does allow to reprice if the interest rate drop before the loan was funded.
By XX/XX/XXXX, XXXX replied and told me that she escalated my file to her manager.
I waited for a few weeks and no communication from her manager or XXXX.
By XX/XX/XXXX, I wrote XXXX an email to follow up.
XXXX replied on this email and told me that there was no subordination documents yet and credited to may be because of power outage issue in Taxes during XX/XX/XXXX.
I waited for a few more weeks.
By XX/XX/XXXX, I wrote an email to XXXX, my second complaint email and asked for the status update and mentioned that I might need to ask CFPB to help in my situation.
By XX/XX/XXXX XXXX XXXX, XXXX supervisor responded to my XX/XX/XXXX email and told me that the subordinate request was sent to XXXX XXXX XXXX XXXX on XX/XX/XXXX and it would take 25 business days to process the request. This meant that it was taking Mr. Cooper over 1 and half months just to send out the request. On top of this, I made the request for the HELOC to be subordinated since day 1 back in XX/XX/XXXX. Even if the process would take 25 business days to complete, it would have been done on XX/XX/XXXX but the obvious is the file is still at the same place.
I also responded to XXXX XXXX asked her to explain as why would it would take this long just to send out a request. I also expressed that I was not satisfied with my last written complaint email since there was no one answered my concerns of why the file was taking that long and no answer on the request for repricing of the lower interest rate. XXXX told me that she was not aware of my last written complaint. She also threatened to cancel my file by asking me to consider to cancel my refinance, after I had paid for the appraisal fee and waited 4 months by now.
As a company, Mr. Cooper did not want to explain as why my refinance was being prolonged, I believe because Mr. Cooper would like to keep me paying the higher rate than the new refinance rate. I am currently paying Mr. Cooper at 3.375 % and the new rate would have been at 2.875 %. This calculate that I am paying over {$160.00} more on my mortgage payment per month at the current rate before the refinance.
I sent XXXX XXXX an email expressed my dismay that she asked me to consider to cancel my refinance with Mr. Cooper. She should have been looking into her company procedures and to try to ratify the situation to make the customer whole.
By XX/XX/XXXX, I received an email from XXXX XXXX, a sales manager stated that the request for subordination request was sent out on XX/XX/XXXX, week different then what XXXX XXXX told me on her email on XX/XX/XXXX as the request was sent out on XX/XX/XXXX. All these discrepancies are recorded on their email which I can provide if need them. XXXX also stated that it would take 30 days to complete this process. Again, it is different than what XXXX stated on her email of 25 days to process. Regardless of 25 days or 30 days, today is XX/XX/XXXX either 25 days or 30 day had long passed and file is till not moving.
I am feeling unjust. First, my refinance was not done on time, 90 days as NationStar Mortgage, Mr. Cooper had promised when I completed my application. If for some reason NationStar Mortgage can not handle the volume, I should have been told from day 1 so that I can look for other mortgage banks who can do my refinance. Second, due to delay in closing the file, I incurred paying the higher interest for the month of XXXX and now going into the month of XXXX since the file is still not done as of today. My refinance should have been closed on XX/XX/XXXX as 90 days from XX/XX/XXXX. By now the file has been in the system for 140 days. Third, the NationStar Mortgage failed to respond to customer complaint and request for answer. As of today no one from NationStar Mortgage / Mr. Cooper had given me a response to my request of repricing since the interest rate had been dropped in XXXX and XXXX. I am asking Consumer Financial Protection Bureau for help to intervene in this unfair practice.
I sincerely appreciate for your help in making the different in the consumers lives.
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06/11/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
Dear Mr. Cooper, Attached is a statement from the City of XXXX XXXX tax collector showing XXXX tax due on this property. I hope this is sufficient. I'm really really hoping, cross-my-heart and hope-to-die hoping. Really.
I paid my taxes last XXXX. I went down there in person and was told the taxes were {$4900.00} which were paid and a receipt given.
A few weeks ago, I received a letter from you stating that there was a serious delinquency in my tax account. I was concerned until I read further and saw that the letter stated that there were outstanding taxes due of {$0.00}. Right, XXXX cents. Turns out the taxes were {$4900.00}. I assumed that no human had looked at this, the stupid computer had sent out the letter in error, and there was really no problem to solve.
I recently received a second letter dated XX/XX/XXXX, which stated in an alarming tone, that I am " REQUIRED TO PAY THE DELINQUENT TAX ASSESSMENTS, CHARGES AND ALL PENALTIES AND INTEREST. '' If I fail to do so and provide proof of payment within 15 days, then Mr. Cooper may elect, without further notice, to advance payment of the delinquent taxes, assessment charges and penalties and interest. I feared the total due could have compounded up to nearly XXXX cents already, and was growing rapidly.
Still without any indication of any human involvement, I called Mr. Cooper on Tuesday evening about XXXX XXXX. Customer service is open until XXXX XXXX, my time. Keeping my place in line I elected to have Mr. Cooper call me back. I did get a call back Wednesday morning around XXXX XXXX. ( Boy, am I glad I didn't have to stay on hold all that time! ) When I spoke to the human, she was unable to say whether anyone had looked at this, and eventually switched me to the Tax department. The girl in the Tax department also said there was no indication that any human had seen this, but the bad news was that the " System '' had sent out the letter. ( She tried to tell me that the City was demanding the taxes and would soon proceed to a tax sale, but I think this was a lie. Instead third party companies are hired to inquire computer to computer about taxes due and then report back to the mortgage companies. In fact it was the third party company that actually sent me this letter. I don't think the City was demanding anything. ) I was forbidden to speak with the System, but I was told that the investor, in this case XXXX XXXX, was entitled to the delinquent taxes being paid, and the further draconian establishment of the escrow for future taxes. Even though the letter stated that " we may elect '' to establish the escrow, there was no assurance or even any suggestion that a human would intervene to stop it. I suspect instead that it is Mr. Cooper who would zealously take that action in order to profit from the escrow funds in his hands. XXXX XXXX would get only XXXX cents. XXXX XXXX was in trouble a few years back, but I think they're doing better now so XXXX cents doesn't matter to them that much any more.
The XXXX XXXX computer system was hit with a ransom cyber attack on XX/XX/XXXX which has crippled city operations since that time. That was likely the reason why they didn't give me the exact tax amount originally on XX/XX/XXXX. They are also quite slow in processing and clearing property tax payments. When I paid my personal residence property taxes by check received by them on XX/XX/XXXX, it was not presented to my bank until XX/XX/XXXX. Bless their hearts.
In the knowledge that I was unable to fight the System, which apparently took over from the Man who displaced the earlier Establishment which ran things in the XXXX, I went to the City website to see what the transaction cost would be to pay the XXXX cents online. That cost was important since that would tell me whether or not I needed to get in my car and drive there in order to avoid an exorbitant fee. I knew I couldn't pay by check, either mailed or in person, because I would not have a cancelled check in time for the System 's deadline. I clicked on " Pay total taxes due now, '' agreed to whatever flashed on the screen, and received a message that the system was unable to handle my request, that I should try again later. I did. Later was the same as before, and after the cyber attack that same message was there for several weeks, which is why I had to pay in person in the first place, so ...
I contacted the City of XXXX XXXX by phone. They are actually very nice people. I explained the situation to her. She thought I was crazy to be worried about a XXXX cent deficiency. However, she works there, so she took my tax bill number and tried the online payment and was also told to try again later. After a few minutes, I was able to convince her that I really needed to handle this and asked her to confirm they were open so I could bring her the XXXX cents. She interrupted me to explain that they were not open to the public because of the corona virus, and that in any event because of the cyber attack they don't accept cash. Not seeing any way out, she put me on hold to speak with the supervisor.
I had that sinking feeling that all was lost, I was doomed to perpetual tax escrow to a System that didn't understand how much XXXX cents was, and with which no human could communicate. Just then the city lady returned to the line and announced that her supervisor was herself paying the XXXX cents for me. Finally -- a HUMAN. I went from the depths of despair to total exhilaration in an instant. ( Surprisingly, I was even happier than when I was cured of XXXX XXXX last year. All that was required there were XXXX XXXX, XXXX XXXX for XXXX kinds of XXXX XXXX, a XXXX XXXX XXXX XXXX and a XXXX XXXX with XXXX fears. At least there I wasn't facing a hopeless abyss. And yes, I did throw this in for the sympathy, but it is true nonetheless. Can the System read? ) I asked her supervisor 's name, but was cautioned she instead preferred to remain an anonymous benefactor ( not her exact words, more like " don't worry about it '' ). I guess that makes sense. Otherwise she could be flooded with similar requests and been out a whole quarter or even more than that before she knew what happened.
Even while I was on the phone with the city, through my joyful elation I still felt the sharp poke of a lingering trepidation. The System was requiring a cancelled check, front and back, or a paid receipt. The System is relentless, and I had neither. In truth I no longer owed the taxes, but the truth is irrelevant to the System. The city computers refreshed overnight, and true to her word, this morning the tax due on this property is now XXXX. The " Pay total taxes due now '' option is gone. Instead, the website proclaims, in an outlined box for emphasis, " No taxes are due on this account. '' That is what I've attached to this email, but if my copy is still not sufficient, the System can find the same information here : https : XXXX XXXX XXXX XXXX XXXX XXXX The letter I received tells me to attach the coupon at the bottom when I send in my documentation of payment. I am attaching the letter here because I don't know how to attach a physical coupon to an email.
So, again, I'm don't owe the tax any longer, and I'm hoping this letter is sufficient for the System to drop this. Is it too much to ask for confirmation that this is over for now?
Thanks, XXXX XXXX XXXX XXXX XXXX
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04/28/2021 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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I was contacted by my existing mortgage provider and offered an opportunity to refinance my FHA mortgage with my mortgage company ( Mr Cooper ).
I was advised that due to being an excellent customer and not being in arrears for the life of my loan I had qualified for a program called a Streamline refinance.
My refinance was done in and around XXXX XXXX of XXXX.
During my discussions with regard to the refinance, I was advised, before I began every telephonic discussion, that due to the nature of the discussions, all calls were/ would be recorded and I was asked if I would agree to my calls being recorded.
I was further advised that if one does not agree to being recorded, the telephonic call discussion would not proceed.
I agreed to every call being recorded.
During my telephonic discussions with the loan officer, a Mr XXXX, and prior to agreeing to the refinance, I specifically enquired as to the process and requirements to have my PMI ( private mortgage insurance ) cancelled.
My private mortgage insurance costs approximately {$280.00} and is paid on a monthly basis.
The loan officer advised me that PMI will be removed/ cancelled when my loan to value ( LTV ) ratio reaches a 78 % to 80 % threshold.
The loan officer went on to further describe the 3 scenarios which usually result in achieving the required LTV of 80 % : 1 ) when my loan is paid down with regular or a lump sum payment such that the required LTV is achieved.
2 ) If the homeowner, did renovations or home improvements that resulted in an increased value of the home, to the level where the new value of the home resulted in achieving the required LTV.
3 ) When the market value of the home increases due to external market conditions that result in the home becoming more desirable and valuable and hence resulting in an increase in the value of the home which subsequently achieves the required LTV.
The information provided by the loan officer, was the same as what I had found while researching on line ( and what was subsequently confirmed by the CFPB when I called in recently ).
Knowing that I was due to receive a substantial amount of funds in XXXX and believing that my property would likely achieve not one but probably all 3 of the scenarios, I relied on the information provided to me by the loan officer and I signed up for a mortgage refinance with Mr Cooper.
By XX/XX/XXXX, I had 3 of my immediate neighbors sell their properties for substantially more than previous sale prices.
All 3 of these homes are exactly the same in both age and design, as my home, as we live in a community development.
The pandemic had resulted in a surge in demand for homes and as a result the prices of homes increased substantially.
With the extremely low APR rates being offered and together with the increased home values, I called my mortgage provider ( Mr Cooper ) in and around XX/XX/XXXX to enquire about having an assessment done on my property so that I could cancel my PMI as well as refinancing at the lower available rates.
I was then told by Mr Cooper that my PMI could not be cancelled.
I explained to Mr Cooper, the exact details surrounding my discussions and the recorded telephonic conversations that I had with the loan officer in XXXX.
I emailed Mr Cooper several times requesting for the voice recordings as well as transcripts of the recordings.
I explained that I had relied on the information provided by the loan officer in XXXX to make my refinancing decision and I believe I had been misled by both Mr Cooper and their loan officer.
I was told that Mr Cooper could not provide me with the recordings and that discussions would be had with the loan officers manager with regard to my suggestion that there had been misrepresentation on the part of the loan officer and hence the mortgage company, Mr Cooper.
I had hoped that if they did not want to release the recordings directly to me, then they would request for the management team to listen to it privately to verify my claims.
I wrote several emails to Mr Cooper, all detailing that the telephonic recordings were mandatory and that these recordings would confirm my version of the events.
Initially my requests were ignored but when I persisted, I was repeatedly denied access to the recordings and was subsequently advised that these recordings would not be made available to me.
I have repeatedly been told that I signed the loan documents with Mr Cooper and was therefore bound by the contract.
I accept this as Fact and have a copy of the signed contract.
I have tried repeatedly to explain that the loan contract was entered into with Mr Cooper and myself based on a misrepresentation that was perpetuated by Mr Cooper and their employee.
I subsequently read the TILA ( Truth in Lending act ) and responded to Mr Cooper by stating that the mortgage provider ( Mr Cooper ) owed me, the customer, the greatest duty of care and good faith and they have fallen far short of this requirement.
As a first time home buyer, the duty of care is greater and the very essence of the TILA was to protect consumers from unscrupulous mortgage loan providers.
The wording surrounding the cancellation of PMI is a, grey area as it is an event that usually occurs only during the latter part or late in the life of the mortgage : It is not a scenario that is detailed in writing in any part of the initial loan contract as it never applies to the initial contract but it is a scenario that can only occur at any time subsequent to the signing of the mortgage contract. This is what results in my use of the term, Grey Area Despite all the on line material and discussions clearly stating that it is an event that can occur both naturally, by the passage of time and by events controlled by the home owner as well as events beyond the control of both the home owner or the loan provider ( market demand ) and should therefore be clearly detailed in all loan contracts.
It is a very real and inevitable scenario and should be spelled out in full and absolute detail.
The very purpose of PMI is to protect the lender who has offered a loan to a client, that said client, not being able to fulfill the required 20 % down payment required during conventional mortgage loans.
The risk to the lender is mitigated by having the PMI. The additional payment for the PMI is paid for by the home owner and the cancellation thereof should be based entirely on objective facts and not on subjective decisions made by the mortgage provider.
When the LTV reaches the 80 % ratio, the risk to the lender no longer exists and with the removal of the risk to the lender, hence the PMI should be removed as well.
Despite all the overwhelming evidence and facts, Mr Cooper refuse to release the recordings and despite acknowledging an error/ miscommunication on the part of their loan officer, they refuse to rectify the situation.
It has been 5 months since my original request to Mr Cooper, they have repeatedly delayed on every request and have not responded to my last email hence my call and subsequent complain to the CFPB.
The delay has cost me the opportunity to take advantage of the lower APR rates that were on offer at the time as well as preventing me from being able to resume post forbearance mortgage payments .of what I estimated would be my revised mortgage payment.
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09/04/2020 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
I am a 1XXXX XXXX XXXX veteran who purchased a home in XXXX of XXXX. My father is my XXXX and attended my closing. It was advised by my attorney that because I am rated at 100 %, I am not responsible for property taxes and any money I got back from my closing was mine to do what I wanted to do with it. It wasnt until late XXXX that I was advised that my taxes have been sold, and I was in jeopardy of losing my home. I was unaware that the money I got at closing was given as a credit for the XXXX taxes and partial of XXXX since taxes are paid for the prior year and I had to pay them. My dad as my witness at the closing, this was not told to me by my attorney, who now states there is nothing he can do about the situation. By this time, the amount owed to redeem my taxes that were sold, as of XX/XX/XXXX, was {$6800.00} plus an {$18.00} fee, for a total of {$6800.00}. On XX/XX/XXXX, my lender, Mr. Cooper, redeemed those taxes, but only applied the {$6800.00} onto my escrow shortage on my XXXX statement.
I was then still responsible for the prorated taxes of XXXX from XX/XX/XXXX XX/XX/XXXX in the amount of {$4400.00}. Mr. Cooper paid the first installment of {$2200.00} on XX/XX/XXXX which included a fee of {$5.00} because they were late and the second installment submitted by them on XX/XX/XXXX in the amount of {$2200.00} which was applied on XX/XX/XXXX. As of XX/XX/XXXX, the total amount that Mr. Cooper paid on my behalf was {$11000.00} in past due taxes that included {$6800.00} & {$4400.00}. You will see on my Escrow Review Statement dated XX/XX/XXXX that I have a shortage in escrow in the amount of {$17000.00}. I understand that normally they hold 1.5 times the amount in an escrow account, but this is completely unnecessary as I am no longer responsible for property taxes after the second installment of XXXX has been paid, which it has, and this has been told to Mr. Cooper, and they have received a letter from the XXXX County Assessors Office stating this. The only escrow that should be held is the XXXX insurance, which as been included in my mortgage payment since I purchased my home. They raised my payment from {$2000.00} to {$4600.00} per month, which is impossible for me to afford.
I have contacted them many times asking to take the escrow for property taxes off my payment, and they still have not done so. I contacted my Veteran Service Officers ( VSO ), with Veterans Assistance Commission of XXXX County, and they have advised me that their office will assist me with paying the past due payment for the taxes that were paid out by Mr. Cooper, and all they need is a statement/letter from the lender reflecting the amount due. My Veteran Service Officer sent an email to Mr. Cooper at XXXX, addressed to XXXX, on XX/XX/XXXX. The next day, I was sent a payoff letter ( which is not what was requested ) and this payoff letter dated XX/XX/XXXX shows Escrow Advances in the amount of {$10000.00}, which does not add up to what has been paid out to that date, which was {$6800.00} ( tax redemption ) + {$2200.00} ( 1st installment XXXX ) = {$9000.00} ( difference of {$1500.00} ). Im not sure where they came up with that number of {$10000.00}. My VSP then sent another email to XXXX at the same email address on XX/XX/XXXX. I then received another letter which was dated XX/XX/XXXX by Mr. Cooper stating they received her request asking for the amount past due, and a response should be sent no later than XX/XX/XXXX. ( letter enclosed ).
In May, I applied for a refinance, and was advised by Mr. Cooper that I did not need to make my mortgage payment because it would be included with the refi, so I did not make my XXXX or XXXX payment. I was then told that my refi was denied because of the taxes that were delinquent and that had to get caught up first, which that was the main reason I was trying to refinance in the first place, because I did not have the money to get the taxes caught up. I then made a payment of {$2000.00} in XX/XX/XXXX and as you can see on the enclosed mortgage statement, that payment is sitting in a non-interest bearing account and has been labeled as a partial payment that has been unapplied, which makes it look like I am not making my payments.
On XX/XX/XXXX, I was sent a letter by Mr. Cooper offering me an opportunity to enter into a Trial Period Plan for a VA streamline modification by paying {$2200.00} for XXXX, XXXX and XX/XX/XXXX, but I would have to submit payment by XX/XX/XXXX, then once each of those three payments are made, they will send me final modification paperwork. This is completely unnecessary, as all I need is the amount that is past due on Mr. Cooper letterhead stating what I owe for what has been paid out and I will get my mortgage caught up with the help of Veterans Assistance Commission of XXXX County. This amount that is need on the letter can not include the {$17000.00} that Mr. Cooper is stating I am short, as my taxes that were paid out arent even that much and I no longer need to escrow my property taxes. I have also enclosed a letter from the XXXX County Assessors office stating I am no longer responsible for property taxes for XXXX ( payable in XXXX ).
Because it is going to take at least another month for them to even possibly come up with a letter as to how much is due to get me caught back up based on the taxes that have been paid by Mr. Cooper, I am missing out on my chance to refinance at a much lower interest rate. I could have gone from 4.875 % down to 3.125 %. I also am requesting that they change my mortgage payment to take the escrow off as I am no longer responsible for property taxes moving forward. All past due taxes have been paid current, and I just need a document showing what I owe back to Mr. Cooper for that past due amount of {$11000.00}.
My main issue at this point is trying to get a letter from Mr. Cooper reflecting the exact amount of money that has been paid out for the delinquent property taxes from XXXX and partial XXXX and to have them take the escrow for property taxes only off my current mortgage statement. This letter can not include the extra amount they are trying to withhold for escrow, as I am no longer responsible for property taxes due to being approved for the XXXX Veterans Homestead Exemption for 100 % service connection. I need this letter to give to my Veteran Service Officer so they can assist me with paying this amount to Mr. Cooper to get caught up, and bring my mortgage payment back down to the original payment.
This entire situation has been a nightmare, and because I am a combat veteran rated at 100 % for XXXX, this is causing severe undue stress on my mental health. Any assistance you can provide to help me out with this situation would be greatly appreciated, as I am not being threatened with foreclosure proceedings if I do not get this caught up. I have enclosed all supporting documents that have been forwarded to Mr. Cooper. All documents referenced above and that have been included with this complaint have all been sent to Mr. Cooper as well.
If my documents did not upload, please let me know. I waited an hour before hitting submit and they were still in the " uploading '' phase. Also, the " additional person '' listed as " additional account holder '' is not on my mortgage or loan, this is my Veteran Service Officer who is assisting me.
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11/22/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American, Servicemember |
On XX/XX/XXXX Mr Cooper, my mortgage company paid XXXX County Tax Assessor {$4400.00} to cover alleged property taxes out of my Escrow account rather than return them to me as instructed in XXXX of XXXX.
On XX/XX/XXXX they paid XXXX XXXX {$1800.00}, an amount my mortgage company claims is equal to one year 's worth of Casualty insurance. They did so without authorization from me. Then lied that they had to pay the insurance as they had been informed it was past due.
Mr Cooper went ahead with paying my property taxes despite having been informed first by phone XXXX on XX/XX/XXXX ( I spoke with a XXXX in customer service ) then per her instructions I followed up with an email and certified letter on XX/XX/XXXX stating that I had been approved for State of Oregon Tax Deferral program dated XX/XX/XXXX and that this program would now be responsible for my property taxes.
*see approval letter attached.
XX/XX/XXXX, I again called Mr Cooper customer service to confirm two points : 1 : that the funds in my Escrow account were noted to be forwarded to myself and not paid to XXXX County Tax Assesor.
2. that from XX/XX/XXXX on into the future until my death, the amount withdrawn from my checking account by Mr Cooper was to be for Principal and Interest only.
During this XX/XX/XXXX call, I was assured that all was in place as requested and that their Escrow department would be running an escrow analysis. I was told I would receive a phone call and a copy of the escrow analysis once completed. I have a XXXX injury and lose track of time far too easily. When I realized we were at the end of XXXX I, again, called customer service as I had not received any phone call, correspondence, nor a copy of the escrow analysis as I had been promised. Imagine my frustration when I am told that the Escrow department had used the funds to pay the obsolete property taxes instead of forwarding the funds to me.
I was told they had done this because when they contacted XXXX County there was no Exemption flag listed on the City of XXXX 's website for my account. Why wasn't I contacted at this point to sort out this disparity between the information in my file and what they were seeing on the City 's website?
This issue could have been easily remedied if I had been notified at the time of the escrow analysis.
On XX/XX/XXXX, I finally reached a XXXX XXXX at Mr Cooper who identified herself as my account administrator. We played phone tag until XX/XX/XXXX.
XX/XX/XXXX, we placed a conference call to XXXX County property tax division, we reached a Ms XXXX who stated that while there was no exemption on my account it had been notated for the State of Oregon Tax Deferral program. Ms XXXX said that Mr Cooper only accepts exemptions because with deferrals they are still exposed to the possibility of Foreclosure for non-payment of property taxes. Ms XXXX proceeded to explain that my property taxes had already been paid by the State of Oregon Tax deferral program and that the county would be returning the payment made by Mr Cooper to Mr Cooper. I then explained to Ms XXXX that with the property tax payments being guaranteed and paid by the State of Oregon Tax deferral program there was no exposure to foreclosure to Mr Cooper. Ms XXXX continued to repeat that her company will not accept a deferral, only an exemption program.
XXXX XXXX, After hanging up with Ms XXXX, I called XXXX, coordinator for the Oregon Tax deferral program. XXXX told me she has run into this problem more than once with Mr Cooper in other States. She explained how the Oregon Tax deferral program is protected by State and Federal Statutes and that " the mortgage company can not prohibit and must comply with their Tax Deferral program ''. XXXX sent me a copy of these statutes via email which I then forwarded to Ms XXXX. *see statutes attached.
XXXX XXXX - XXXX, left voice messages for Ms XXXX with no response.
XXXX XXXX, XXXX left voice message for Ms XXXX stating that Mr Cooper has again drawn funds from my checking account that includes Property Tax payment.
XXXX XXXX, After hanging up, I find email from Mr Cooper stating that they have paid my Casualty Insurance for one year. Next payment due XXXX, XXXX. This is a new issue. Mr Cooper is not authorized to pay my Casualty/Homeowners insurance XXXX XXXX, XXXX left voice message for Ms XXXX stating that I have always paid my Homeowners insurance directly to the insurer, it is not stipulated as a condition of my loan and that the amount paid to XXXX by Mr Cooper of {$1800.00} is incorrect, where did they get this information and who authorized?
XXXX XXXX, Ms XXXX returns my calls stating that they are authorized to pay my Casualty/Homeowners insurance as they are required to maintain an Escrow account for me as stipulated in the loan modification finalized by Seterus in XXXX, XXXX ( Seterus is the company that sold my loan to Mr Cooper. XXXX was the original holder of my mortgage deed ). And further, that their Escrow department was told my account was past due, then given the amount of {$1800.00} by XXXX insurance. I tell Ms XXXX that this sounds like nonsense, that I have being paying my Casualty/Homeowners insurance directly to the company of my choice since I bought my first mortgage at the age of XXXX.
I have no memory of having signed an authorization for my mortgage company to pay my Homeowners insurance, xxnor did I give my mortgage company authorization to draw funds out of my checking account for anything other than my property taxes. Ms XXXX ends the call by stating that she is still trying to see if she can get my property taxes refunded to me. How can she continue to say that the return of my money is tenuous when she has acknowledged receiving the letter citing the Oregon and Federal statutes they are to comply with? I am rendered speechless and simply hang up the phone.
XXXX XXXX, I then called XXXX insurance and spoke with XXXX, my customer service contact. XXXX tells me that there are no notes in my file to show that Mr Cooper nor anyone else has inquired about the annual cost of my Casualty/Homeowners insurance, but that they have received payment from Mr Cooper.
My policy with XXXX was opened on XX/XX/XXXX. I switched both my Auto and Homeowners from XXXX to XXXX with an effective of XX/XX/XXXX at XXXX. I forwarded a copy of the Declarations page, as required per the terms of my mortgage to Ms XXXX at Mr Cooper as soon as I received it.
As required, I made the first month 's payment for both on XX/XX/XXXX. It is not possible for an account opened on XX/XX/XXXX, accompanied by the XXXX payment, to be past due on XXXX XXXX.
I am feeling extremely vulnerable and no longer trust my mortgage company.
What steps will Mr Cooper try next to put my account in jeopardy with the threat of foreclosure? What lie will they tell next? What new fees will they try to attach to my loan or Escrow account? And what can be done to make them comply with, and obey, State and Federal Lending Institution or appropriate Banking laws?
Their logo is " changing the face of home loans ''. I am not at all comfortable with the face they are showing me.
Mr Cooper ( a registered service mark of Nationstar Mortgage LLC ) XXXX XXXX XXXX XXXX XXXX, TX XXXX XXXX XXXX XXXX direct line XXXX XXXX XXXX XXXX XXXX XXXX Dedicated Loan Specialist
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07/23/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
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On XXXX XXXX XXXXXXXX XXXX sent letter saying Mortgage is being transferred to Mr. Cooper effective XXXX.
Receive Mortgage Loan statement on XXXX that states I owe {$1000.00}.
Made payment to Mr. Cooper ( XXXX ) on XXXX for the amount of {$1000.00}.
Receive Mortgage Loan statement on XXXX that states I owe {$17000.00}. Made a call to Mr. Cooper on XXXX had to leave a message to call back.
XXXX XXXX called and said that I was still on Pandemic forbearance, in which I told her that was resolved last year, then she said " Congratulations '' and she said everything was fine.
Receive Mortgage Loan statement on XXXX that states I owe {$16000.00}.
Receive an " Escrow review statement '' saying that my new Mortgage payment Starting XX/XX/XXXX will be {$1100.00}.
Made payment to Mr. Cooper ( XXXX ) on XXXX for the amount of {$1000.00}.
Made payment to Mr. Cooper ( XXXX ) on XXXX for the amount of {$1000.00}. When talking to XXXX Arizona when making the payment I told her that the amount of {$1100.00} was wrong and she told me that I have to call next month.
Receive Mortgage Loan statement on XXXX that states I owe {$6400.00}.
On XXXX We received a letter saying that they did not find any error in a payment history and we still owe XXXX payment in which we sent in out bank statement for that month.
XXXX I called XXXX XXXX to make payment and she sent me to Loss Mitigation to make a payment in which I did for {$1000.00} Receive Mortgage Loan statement on XXXX that states I owe {$6400.00}.
This email sent to XXXX XXXX : Good Morning XXXX, I received a bill for {$6400.00}. I thought this was resolved. Back on XXXX I talked to to XXXX and she said everything was resolved. Can you please make sure of this ASAP.
In XXXX we are going to apply for XXXX loans for my Daughter and I can not have this in the way of the application.
Please reply all to this email.
XXXX : Left message on XXXX @ XXXX, XXXX, XXXX XXXX : Sent email @ XXXX, XXXX, XXXX Sent another Email on XXXX Rec. this email on XXXX : XXXX XXXX, XXXX, were waiting for the XXXX XXXX to address the issue. Both XXXX and I have submitted requests to review and update the account to reflect the correct next payment due date.
The turn around time is approximately 10 business days. I apologize for any inconvenience this may cause.
email sent XXXX : XXXX XXXX, XXXX day did you and XXXX submit the requests to review? No Answer Asked again on XXXX : Good morning, What day did you and XXXX submit the requests to review?
Please reply all to this email answer email XXXX : XXXX submitted both an Escalation to the modification department and to request a modification review on XX/XX/XXXX.
I submitted another request on XX/XX/XXXX for a modification review.
Ive also submitted an escalation request to my manager.
I apologize for any inconvenience. Im working on getting the issue resolved as soon as possible.
XXXX made payment of {$1000.00} Email XXXX : Good Morning, I made a payment today of {$1000.00} and the prompt said I still owe {$6400.00}. I am really starting to get very concerned about this. My wife and I do NOT want it to come down to the last minute before we apply for XXXX loans and get declined of those applications because of this outstanding balance. Tomorrow has been a month and this issue should of been resolved.
Can I please have the name of your manager and his/her direct phone number, so I can talk to he/she about my major concern.
email XXXX : XXXX submitted both an Escalation to the modification department and to request a modification review on XX/XX/XXXX. I submitted another request on XX/XX/XXXX for a modification review. Ive also submitted an escalation request to my manager.
I apologize for any inconvenience. Im working on getting the issue resolved as soon as possible.
On XXXX I ask them to call me. Again I asked them to call me on XXXX rec email XXXX : XXXX XXXX, Per our conversation, I will find out what the turnaround time is to get the next payment due date corrected now that theyve determined the cause.
My Supervisors name is : XXXX XXXX Email : XXXX She is diligently working on a resolution as well as her superiors. Wed all like to see this resolved.
I apologize for any inconvenience and appreciate your patience.
This is the email I sent : XXXX XXXX XXXX, I appreciate your hard work to resolve this issue. But my wife and I have been dealing with this since XXXX XXXX and told numerous times it was resolved. My wife received a certified " Notice of Default and Intent to accelerate '' letter saying that we owe {$5300.00}. My wife started to cry. This was upsetting to me. I spoke to XXXX and she told me that there is a " clich '' in the system and it would be resolved. I asked XXXX I need a date ( s ) that this will be resolved and I have not received it. My daughter just graduated XXXX and she is going on to college. If this bad situation is not resolved, it will hinder the application of student loans and I CAN NOT ABSULUTELY have that happen.
Please email back ( please reply all ) on exactly what is going on and please include dates.
XXXX received The Loss Mitigation Application in the mail XXXX sent email to XXXX XXXX Received a Mortgage Loan Statement for {$7500.00}. Also late charges of {$29.00} Sent email XXXX : XXXX XXXX XXXX, I received the new bill ( statement ) and it says I owe {$7500.00}. Also, I paid my XXXX statement on XXXX and you guys charge me a late charge of {$29.00}... please explain. I figured out the XXXX business days when this will be resolved and it will be XX/XX/XXXX, do you agree?
XXXX received " Notice of Default and Intent to accelerate '' letter in the mail Sent email XXXX : Good Morning, It has been 9 business days. Everything has been resolved, correct?
Sent email XXXX : Good Morning, We received another letter telling us we owe {$6400.00}. PLEASE tell me what is going on. I have been emailing you and I have not received any emails back from you. Please reply all.
XXXX Sent email to XXXX XXXX Made a payment of {$1000.00}.
XXXX received " Notice of Default and Intent to accelerate '' letter in the mail XXXX XXXX called me and said to XXXX reverse the book modification and have to re apply the payments. Does not know when completed maybe XXXX business days to be completed.
Return email from XXXX XXXX XXXX : Per our phone conversation, my manager has changed, her name is XXXX XXXX XXXX you may have spoken to XXXX in the past.
Her direct contact info is : XXXX.
As I said we are working to get this issue resolved and I will continue to monitor the situation and let you know the progress.
I apologize for any inconvenience this has caused.
If you have any questions or concerns, please let me know.
XXXX received " Notice of Default and Intent to accelerate '' letter in the mail XXXX received a Mortgage XXXX XXXX for {$7500.00}.
XXXX XXXX called me and said that there was a XXXX extension was approved on XXXX and the modification got undo and have to redo the modification. There is still no change.
XXXX made a payment of {$1000.00} to XXXX XXXX that said that XXXX was made on XX/XX/XXXX and there nothing Done. Also, XXXX submitted a credit dispute.
XXXX XXXX XXXX XXXX XXXX XXXX He called me and said my Modification was rejected. Then he put me on hold and Hung up on me.
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01/15/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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My complaint is regarding a pay-off settlement of my mortgage with Mr. Cooper.
My loan originated with XXXX XXXX XXXX in XX/XX/XXXX. It was initially set up incorrectly, as a residential loan, while it should have been set up as an agricultural loan. During the time that my mortgagee was XXXX XXXX XXXX, I attempted several loan modifications. I also attempted to refinance for a lower interest rate. None of this was allowable because the loan had been improperly set up. In addition, I had a securitization audit completed, which showed that XXXX XXXX XXXX did not follow the proper chain of title when my mortgage was securitized. In addition, Robo signers were used to complete the bundling and selling of my mortgage. My mortgage/note title deed was very likely lost and not retrievable.
The servicing of my mortgage transferred many times. With XXXX XXXX, XXXX XXXX XXXX, Nationstar, and finally Mr. Cooper.
Because of the way this mortgage originated, and a refinancing or loan modification was an impossibility, I made many pay-off offers over the past 10 years to each of these servicers, with the hope of settling my debt. None of these offers were accepted until XX/XX/XXXX. Mr. XXXX, with Mr. Cooper began working with me and sent notification that a settlement pay-off offer had been accepted. Although Mr. XXXX was very helpful, my wife and I were in a bit of disbelief that this was a true and legitimate offer, since we had been told by many Mr. Cooper associates that Mr. Cooper did not participate in pay-off settlements.
My wife and I spent several weeks researching and confirming that this was indeed a valid offer. We called the XXXX XXXX XXXX in California to confirm that is was a legitimate bank which accepts pay-off settlements for Mr. Cooper. We also made several requests to Mr. Cooper to confirm the location of the title deed, and that Mr. Cooper had the authority to release it after the pay-off was complete. We also did title research with our local title company. In addition, we were concerned that the discharged debt which would be placed on a XXXX, would be a great financial burden to our family. We had made settlement offers to each servicer over the past 10 years, for amounts all larger than the one Mr. Cooper currently agreed to accept, so we felt it would be unjust that we should be saddled with this large portion of discharged debt. If any of these servicing companies had agreed on a settlement pay-off offer many years ago, none of the excess interest and fees would have accumulated.
Because Mr. XXXX had been very helpful, and he was the only Mr. Cooper associate who would return our emails and phone calls, I began inquiring of him if Mr. Cooper had a tax department in which I could discuss the details of the discharged debt. Though Mr. XXXX was the best contact I had with Mr. Cooper, it would at times take up to 2 weeks before I would receive a reply from him. For 2 months, I called and sent emails regarding the discharged debt situation. I finally received an answer on XX/XX/XXXX from Mr. Cooper 's Research Outgoing Department, informing me that everything above the principle amount would be considered discharged debt. I was then able to speak with the IRS regarding any options which would be available, because I then knew the approximate amount which would likely be on the XXXX.
I had been working with a private investor to fund the pay-off settlement. As we neared the final stages of the pay-off date, my private investor inquired whether Mr. Cooper had ever provided me with a hard copy of the settlement agreement, with a dated postmark. Because my only proof that Mr. Cooper had agreed to this settlement was through emails, I could not provide this hard copy to my investor. OnXX/XX/XXXX, I sent a request to Mr. Cooper that a hard copy of this settlement agreement be mailed to me. I did receive this in the mail, however, it did not arrive until XX/XX/XXXX, which was 5 days past my deadline. Because of this, I asked for an extension so this pay-off could be completed. I sent these requests to 3 different departments with Mr. Cooper. I did not receive a reply, so I left a message with Mr. XXXX on XX/XX/XXXX, but have still not received a reply. I then made a call to Mr. Cooper on XX/XX/XXXX, to inquire. I spoke with XXXX # XXXX, who informed me that Mr. Cooper was still working on my pay-off settlement.
To my wife 's and my horror, on XX/XX/XXXX, we received a notice in the mail that Mr. Cooper is attempting to foreclose on our home. This is so heartbreaking, since we are so close to the finish line.
Yesterday, XX/XX/XXXX, I spent 2 hours on the phone with Mr. Cooper associates to inquire about an extension. I requested that a hard copy be sent to me, with a non-expired date, so I can finally complete this settlement pay-off. I spoke with XXXX # XXXX. She was helpful, but could not confirm that an extension could be granted. She transferred me to XXXX XXXX, who said he did not have an I.D . number. In all of the interactions I have had with Nationstar/Mr. Cooper associates over the past 4 years, I have never spoken with anyone who is so rude and heartless. After nearly one hour of being berated and talked down to by Mr. XXXX, I was transferred to XXXX # XXXX. She was much more helpful, pleasant, and polite, and transferred me to the V.P., XXXX XXXX 's voice mail, and provided me with his email. I both left a message with Mr. XXXX and sent a detailed email to him, but have not received a response.
The primary reason that we have not been able to complete this pay-off settlement being, that Mr. Cooper associates and departments have not provided information and answered emails/phone calls in a timely manner. Over the course of my relationship with Mr. Cooper, I have had upwards of 10 different dedicated loan specialists who were assigned to me. I have only had the opportunity to speak with possibly 2 of my assigned dedicated loan specialists. Until I spoke with Mr. XXXX, I never had the opportunity to speak with the same associate more than one time. It has always been " the next available agent. '' Though my wife and I are very disappointed that Mr. Cooper has not cooperated with our settlement pay-off, we are also concerned that they may not indeed have access to the mortgage note/title deed. After reading hundreds of complaints submitted to the XXXX XXXX XXXX, we have learned that many people paid off their mortgages with Nationstar/Mr. Cooper, and never had the lien released on their property. It is my understanding that before changing their name to Mr. Cooper, Nationstar had a XXXX rating of an 'F '. When they changed their name to Mr. Cooper inXX/XX/XXXX, they began with an A+ with the XXXX. Because of their dealings and complaints, they are already down to a C+. This makes us very cautious and concerned that in the bundling and securitization of our mortgage which took place shortly after its origination, the title/note may actually be lost and non-retrievable. If the pay-off settlement is in fact completed, can Mr. Cooper provide proof that they will indeed provide the documents necessary for the release of our mortgage?
Thank you very much for your help.
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08/29/2023 |
Yes |
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- Closing on a mortgage
- Delays with the closing process
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Web |
Servicemember |
Timeline ( in the perspective of the buyer for a VA Assumption Loan ) : XXXX XX/XX/XXXX : Buyer and Seller Signed Contract for XXXX XXXX XXXX XXXX
XXXX XX/XX/XXXX : Provided signed contract to bad email XXXX. I then sent it to the correct email at XXXX. No receipt confirmation or auto-reply was provided.
-Note the confusion of the email was due to a missing period. I attempted to find the correct email via the Mr. Cooper website ; however, it is not listed. I tried to contact them via the phone number listed on website; however, I was unable to reach a real person as I was not a current customer. I then contacted the VA Loan department where they attempted to talk me in to a new loan at current interest rates. Eventually I was transferred to the current loan officer who provided the correct email address. They were resistant to provide any help ( to include the email ) as I was not the seller.
XXXX XX/XX/XXXX : Earnest money paid by Buyer.
XXXX XX/XX/XXXX : Unable to reach Mr. Cooper via numbers listed online. Reached out via XXXX and received Executive Phone number ( XXXX ). Provided by associate XXXX.
- Directed to have seller reach back to Mr. Cooper again for instructions.
XXXX XX/XX/XXXX : Seller sends Mr. Cooper email with Certificate of Eligibility ( COE ) to wrong address ( XXXX ). I received a copy of the email and informed the seller of the issue.
XXXX XX/XX/XXXX : Buyers agent sent contract to XXXX XXXX XX/XX/XXXX : I called the escalation team/social media team and spoke with XXXX. I expressed concerns that the seller is having difficulty reaching the appropriate office for assumptions. I forwarded the email with the sellers COE and via email I was told she would reach out to the assumptions team to push the information along direct to the seller.
XXXX XX/XX/XXXX : Seller Receives VA Loan Instructional Packet and VA Loan documents XXXX XX/XX/XXXX : Buyer receives VA Loan Instructional Packet and VA Loan documents from seller.
XXXX XX/XX/XXXX : Received Assumption Packet from Sellers Agent ( partially filled out by seller ) XXXX XX/XX/XXXX : sent VA loan packet information to XXXX. This was required per the instructions provided by Mr. Cooper ; however, buyer later found out this was outdated instructions.
XXXX XX/XX/XXXX : House inspection performed on XXXX XXXX XXXX XXXX
XXXX XX/XX/XXXX : Created VA.GOV case due to no response on VA Loan Packet Submission XXXX XX/XX/XXXX : Received follow up from VA.GOV Case submitted due to no response from VA Loan packet submitted to XXXX email. Turns out the instructions provided by Mr. Cooper were outdated.
XXXX XX/XX/XXXX : Forwarded all attachments in the VA loan packet to the XXXX email and social media email. No response from either email.
XXXX XX/XX/XXXX : Called Mr. Cooper Executive line and spoke with XXXX XXXX. He was incredibly dismissive and WOULD NOT confirm receipt of the sensitive financial information that I emailed ( VA Loan packet ). All others on email cc received email.
XXXX XX/XX/XXXX : Inspection report receivedno concerns.
XXXX XX/XX/XXXX : Sellers sent documents to Mr. Cooper for review.
XXXX XX/XX/XXXX : Received email from XXXX XXXX ( sellers agent ) requesting SSN/Drivers License and contact information for buyer.
XXXX XX/XX/XXXX : Additional information requested by Mr. Cooper Research team returned by buyer direct to Mr. Cooper Assumptions Research team.
XXXX XX/XX/XXXX : XXXX XXXX called Mr. Cooper to confirm receipt of documents ; however, they would only confirm they received an email, the seller had to confirm personally the specific documents they received.
XXXX XX/XX/XXXX : Sent VA Loan Packet Information to XXXX and social XXXX AGAIN. Called executive line AGAIN and spoke with XXXX XXXX AGAIN. This time he was more receptive to validating the receipt of my sensitive financial information and confirmed receipt of the XXXX XX/XX/XXXX email ; however, said there was no record of receipt of the XXXX XXXX email despite others ccd receiving it - XXXX XXXX confirmed that the information would be sent by him to the assumptions research team.
XXXX XX/XX/XXXX : notified by sellers agent that Assuming Party Questionairre was missing.
XXXX XX/XX/XXXX : Returned Assuming Party Questionairre to Buyers agent and it was returned to sellers agent. Seller also returned a third party authorization form allowing Mr. Cooper to speak with buyers regarding assumption.
XXXX XX/XX/XXXX : Buyer contacted by Buyers Agent that the Sellers Agent said Mr. Cooper was still missing some document, but there were no specifics available.
XXXX XX/XX/XXXX : Buyer calls Mr. Cooper executive line and asks for specifics to XXXX. XXXX said she would provide required information. No response received.
XXXX XX/XX/XXXX : Buyer emails XXXX with current contact information provided and asking for specifics. No specifics received until AFTER fall up call on the XXXX.
XXXX XX/XX/XXXX : Buyer calls Mr. Cooper executive line and asks for specifics again. This time XXXX can view the missing info and it is the Assuming Party Questionairre which was sent on XXXX XX/XX/XXXX.
XXXX XX/XX/XXXX : Buyer resends Assuming party questionnaire to XXXX and XXXX requesting confirmation of receipt. Buyer also requested third party resources to complete this process.
XXXX XX/XX/XXXX : Social Media ( XXXX ) confirmed receipt and said there is 3rd party resources and she would provide them. Note that I have been asking for assistance from a third party verbally since the beginning of this process.
XXXX XX/XX/XXXX : Sent XXXX and XXXX email reminding them of the 45 day requirement to approve or disapprove the assumption and again asking for third party resources.
XXXX XX/XX/XXXX : Submitted complaint to CFPB XXXX XX/XX/XXXX : Emailed XXXX and XXXX inquiring need for bank statements, Tax Returns, or other documents.
XXXX XX/XX/XXXX : Received call from XXXX XXXX, Loan Officer for Mr. Cooper. He went through the loan application with me, verified income, employment, etc info. He asked for Tax Returns for 2 years, one months of mortgage statements, and 2 months of bank statements showing proof of funds. Closing is expected to be XXXX. When asked about timeline he said the 45 days will not start until he receives these documents. He expects 2 weeks to receive contingent approval and XXXX additional weeks for underwriting. Closing is expected Late XXXX to mid XXXX.
- I was supposed to receive a follow up email with the requested documents ; however, I did not.
XXXX XX/XX/XXXX : Returned required document to XXXX and XXXX XXXX XX/XX/XXXX : received email from XXXX XXXX, XXXX, Loan Officer, requesting documents.
XXXX XX/XX/XXXX : I returned all requested documents via 4 emails due to size of attachments. XXXX XXXX confirmed receipt.
XXXX XX/XX/XXXX : Informed via email by XXXX XXXX that he completed his portion and it is now at XXXX XXXX who will work with the VA underwriters. She is supposed to get us our contingent approval as well.
XXXX XX/XX/XXXX : Received mail via USPS that original CFPB complaint was removed due to fraud concern.
XXXX XX/XX/XXXX : Confirmed with CFPB that new complaint must be submitted.
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11/30/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Trying to communicate with the company to fix an issue while managing or servicing your loan
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Web |
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{$2500.00} + for force placed insurance since XXXX that they received proof of monthly. Despite being in forbearance I made payments, as of XX/XX/XXXX, Ive made {$17000.00} + in payments, my mortgage payment is {$850.00} a month, thats over 17 months of payments the forbearance wasnt not 17 months. Upon forbearance endeing, their portal stated I owed {$0.00}, a few hours later it stated I owed {$4900.00}, in a panic I withdraw money from.my IRA to pay it. On XXXX XXXX I was speaking. To XXXX as I still had not received the funds they were taking for the forced place flood insurance which they had proof of, and took and additional {$1200.00} in XXXX and XXXX of XXXX, immediately following a conversation api had with supervisor XXXX XXXX, who in XXXX of XXXX assured me shed stay on top of this matter, ensure that my funds dating back to XXXX and would be returned and that the forced placed flood would not be deducted any longer, sshe confirmed receipt of proof of insurance, yet a months later {$660.00} was deducted, XX/XX/XXXX and then again the following month another {$660.00} was taken from my payments and placed into escrow for flood insurance. As mentioned I called monthly about this forced place insurance and in XXXX of XXXX, I was told two payments were taken in XXXX of XXXX, {$500.00} and $ XXXX when I asked where that money was, the rep said it was paid to my insurance company. I asked who my insurance company was and she relied XXXX. XXXX was recently settled for over XXXX XXXX dollars for kickbacks from XXXX and this company still has the audacity to do it? I guess those kickbacks are much more lucrative than the {$93.00} XXXX. It is clear mr. Cooper is attempting to steal borrowers homes, at the end of the forbearance, their portal asks can you make a lump sum payment of what is owed, its a yes or no question. Although was already paid up, I inquired with customer service and requested the terms of service and options. I was told the loan would be modified by refinancing. Ive had my condo since XXXX, so thats ridiculous. She refused to send me the terms in writing, and when i explained to her they are regulated by XXXX XXXX and Options of Repayment of all unpaid amounts is required, but a homeowner is not required to repay unpaid amounts all at once, but repayment options included : XXXX ) Reinstatement : Paying the total amount back all at once at the end of the forbearance period. ( mine was already paid back, however Mr. Cooper is so unorganized she didnt see that. XXXX ) Repayment Plan : Paying a portion of the forbearance amount back gradually ( over the course of up to 12 months ) in addition to the contractual monthly payment. And XXXX ) Payment Deferral : Repaying the entire deferred balance all at once at the end of the loan ( or when the home is sold, or the loan is refinanced or otherwise paid off ). She told me those options were not available. Mr. Cooper is most certainly playing games with their borrowers and in the state of this economical climate it is criminal. Luckily, I have an IRA, albeit I will be penalized for early withdrawals, and I also do my research, other people arent as fortunate and XXXX sure many have lost their homes due to Mr. Coopers/ Nationstars deceptive practices. Further more they are required to provide a copy of the forbearance plan to the homeowner, Mr. Cooper Nationstar also added XXXX late fees to my payments mid XXXX, mind you I was also paid about 5 months over what was owed. I wrote numerous letters, and I see in my previous compliant to CFPB XXXX was closed because the company responded. Yes, they did, and said they didnt do anything wrong. I wrote XXXX letters explaining that they were indeed in violation of RESPA XXXX and the fair credit lending act as well as many other acts that protect borrowers to no avail. Finally, a XXXX called me to tell me that in XXXX, she realized I was paying double payments, meant to be early payments, that where put towards principal rather than the monthly payments. This is something I had always done, but Id did it more often as I was caring for my XXXX mother who was financially exploited in which XXXX bank was complicit, and I filed a complaint with your organization since her bank never filed an XXXX, a requirement for bank branches in Florida, but nothing was done. I made early payments often as I was overwhelmingly busy trying to run a business and care for my mother who wa now financially paralyzed due to criminal acts this is incorrect handling of partial payments. According to your organization, Servicers are required to take XXXX of the following specific actions when they receive a partial payment from a borrower : crediting the payment, returning it to the consumer, or holding it in an unapplied funds account. As your examiners found, in some cases, as in this case, Mr. put these payments in my escrow account rather than returning the amount or crediting it to my next monthly payment, as it was intended. They wouldnt retune anything not even the funds that they owed me for force placed flood insurance when I told them not to refund it, but to put it towards my mortgage payment, they couldnt even do that. They charged XXXX late fees and default-related fees to me, in the CARES Act forbearance programs.The CARES Act generally prohibits a servicer of federally-backed mortgage loans from imposing these fees while a borrowers mortgage payments are being deferred due to financial hardship caused by the XXXX emergency.
They failed to end preauthorized electronic fund transfers and even did a XXXX drop a bank account I took their portal in XXXX of XXXX closed that account because it was with XXXX, the bank that allowed my mothers entire retirement funds to be embezzled by an unauthorized user. They failed to end automatic electronic payments when an account had been closed, resulting in additional and repeated fees since their was no longer an account. The charged me, a consumer unauthorized amounts. As you report found, Mr. Cooper overcharged me, a borrower for services and added fees outside of my loan terms. They Misrepresented mortgage loan transactions and payment history in their online accounts. And after all that I went through, and your organization closed the complaint because they simply responded, Mr. Cooper provided inaccurate descriptions of payments and transaction on their portal, and they continue to according to my chat with a rep Monday XX/XX/XXXX, I have snapshots of the entire hour plus long conversation. XXXX had no clue what she was doing. They still have {$2600.00} in my escrow, taxes were just paid at {$1500.00} and the reason for my inquiry is that Mr. Cooper requested an extra {$33.00} for escrow! She insisted it was below {$200.00}. They can not even do math. After taxes were paid there is {$1800.00} in escrow, well above my taxes due next XXXX XXXX it is unreal. And as I write this, I think a media outlet would love to do a story o this, it is unconscionable. There portal misleads borrowers, causing great stress and aggravation. As I write this at XXXX XXXX when I should be sleeping. Oh and they still owe me money..
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06/19/2023 |
Yes |
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Web |
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XX/XX/XXXX To whom it may concern, I, XXXX XXXX, am a client of Mr. Cooper who I obtained a mortgage from for the residential property, XXXX XXXX XXXX, XXXX XXXX, Texas. Acquiring the help from my relator agent, the short sale of the residential property listed above began on XXXX XXXX and was an active listing as of XX/XX/XXXX at {$130000.00}. This listing was active until roughly XX/XX/XXXX due to an investor submitting an offer of {$100000.00} for the above listed residential property. The time line below will explain the short comings and issues I have encountered during this process. I would like to state how poorly the professionalism has been while dealing with this matter. Upon submitting any required documentation, we have discovered that the appraisal being used is based off what the market was a year ago. The condition of this house and this property before and after I had agreed on the purchase, was not and is not adequate to the value the lender is asking for. I originally purchased this residential property for {$110000.00} and have had numerous issues with it. Now the lender is requiring my agent to repost the listing for 6 months at {$140000.00} and no less. This listing will only cause more interest to occur the longer it stays active. Also, since the time we had started the initial process, we have had problems getting feedback from the lenders in order to close this process without the occurrence of more defaults adding up. Since it has taken so long, I am now more behind than when we started and lender is currently asking for us to hold off on taking the listing down for the 6 months or until a buyer with the required amount comes forward. All showings of this property have resulted in the same findings, having a rise in the economy, the cost of the repairs is not worth the asking price. I do not appreciate the lack of professionalism being showed by this company nor do I appreciate being scammed into more debt than what was initially agreed upon. If this process continues, I will have no luck selling this property as well as have future issue with buying new property in the future. They had refused to open documents or processes until weeks at a time causing more delays and more interest to accumulate causing more money to be owed. The list below names just a few repair issues that the house requires in order to be livable again. There are several discrepancies on the appraisal that will be listed below.
Appraisal states that there are no repairs that need to be done to the home as well as does not show a garbage disposal included when in fact there is one present. The repairs are not something that magically appeared, they were present before the home was purchased, and at the time of purchase. T The appraisal also states that there is a drive way as well as a covered back patio when in fact the half circle portion of the driveway is a full rock driveway and there is none leading to the carports. The back patio is not covered.
Appraisal States at the time of the appraisal the property was not offered or had been offered for sale at the time of the appraisal or within the last 12 months.
Appraisal states gas hookups are available but does not include that there are no existing gas lines available.
Appraisal states presence of gutters and downspouts when in fact none are present.
Appraisal states home is in average condition at the time of the appraisal but in fact at the time of the appraisal, the issues listed below were already present.
Appraisal states that there are no physical deficiencies or adverse conditions that affect the livability, soundness, or structure integrity of the property when in fact the sloping of the house due to leveling issues as well as the rotting joists and flooring of some of the rooms will only cause more structural damage. Which has already led to many of the walls to become cracked and or shifted in such a way that has compromised the integrity of the structural framing of the home and foundation.
List of repairs for hous
e : Two A/C Units that do not work or constantly shut off Downstairs bathroom floor and joists need to be replaced Kitchen, dining room, living room, mud room flooring and joists need to be replaced. The kitchen floor is so bad you can feel the rotted wood and well as any hardware that was used in order to secure joists to house.
The back part of the house has become unlevel mainly the mud room and kitchen and down stairs bathroom.
The flooring in the living room has buckled due to the house being unleveled Electrical breaker and panel box need to be updated, some of which requires new equipment. ( out of code ) Fireplace was shifting away from house, had to seal off with fire foam No possibility of gas lines without having to do the work myself due to all house equipment being out of date.
List of yard issues : Improper driveway throughout yard would have to hire contractor in order to fix rock driveway properly and bring to house.
Property line dispute with neighbors- lines where not properly marked correctly.
Piles of buried bricks and trash in back yard that was unknown until contractor was hired for first time yard clean up.
TIME LINE FROM RELATOR : Short Sale documents were sent to the lender on XX/XX/XXXX Short sale listing went active on XXXX on XX/XX/XXXX and started out at {$130000.00} Only 1 showing so we lowered it to {$110000.00} on XX/XX/XXXX At XXXX we had 9 showings but no offers. Feed back was that it was overpriced and too many repairs XX/XX/XXXX - lowered listing price to {$100000.00} and on XX/XX/XXXX we received an offer for $ XXXX.
We submitted the offer to Mr Cooper via email. Mr. Cooper would not open the short sale review because they said it needed to go through the waterfall process.
Finally, on XX/XX/XXXX they allowed the short sale to be opened up in XXXX.
On XX/XX/XXXX an interior appraisal was completed.
We received the appraisal results on XX/XX/XXXX that they came in at $ XXXX.
Value dispute was submitted on XX/XX/XXXX via XXXX XXXX opt Out letter sent again XX/XX/XXXX XXXX in XXXX : Hi, In the underwriting review process only completed. we are waiting for completion of modification trial pack approved or not. once modification complete the decision then we will move the file forward to next step. Thank you. from : MR COOPER Lots of emails and calls to the lender in between these messages. Im just trying to post a quick timeline for you.
XX/XX/XXXX Message in XXXX- Sent a specific form to fill out and asked us to submit the value dispute again with that form.
XXXX Message in XXXX Value dispute returned with no change in the value.
XXXX The appraisal they used has comps from almost a year ago when the market was super hot and even at the end of that we were getting offers.
Home is now back active for XXXX XXXX in case we can magically get a buyer.
Appraisal attached and it expires 6 months after completion and then the lender will order a new one.
XXXX1 File was not able to be uploaded due to XXXX XXXX XXXX File unable to upload was XXXX XXXX listing of the house.
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02/03/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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In XX/XX/XXXX, Hurricane Irma impacted much of Florida. Unfortunately, my home was located in the disaster area. The house had some damage from the high winds and flooding. In XXXX, I decided it was in my best interest to take the forbearance offered by my mortgage company, XXXX. Upon contacting them, I asked many questions, including what would happen when it came time to pay back the months that I missed during the forbearance, questions about remodification and timelines associated with it, as well as penalties that might occur after accepting, such as how it might affect my credit score. The gentleman I spoke to explained the process of remodification to me, stressing that if I chose to do it that the missed payments would be added and the entire loan would be recalculated and revised. I was assured that there would be no issues, no credit penalties and a remodification would take between one and three months to complete.
The first issue with XXXX occurred when the company failed to send the forbearance packet. I received a call from XXXX 's Loss Mitigation Department in early XX/XX/XXXX stating that my payment was late. I explained to them that I had called and asked to be put into the forbearance program due to Hurricane Irma and once the customer service agent looked at the notes, it was determined that the gentleman I spoke to had neglected to send me the paperwork that I needed to complete to successfully be entered into the program. About three weeks later, I received the paperwork and promptly filled it out and sent it back. The paperwork should have been received by the end of XXXX.
After two months ( now XX/XX/XXXX ), I began making payments to XXXX again and opted to enter into a remodification of the entire loan. Everything seemed to be going smoothly, until I did not receive the letter of notification that my loan had been accepted for remodification. At that point, I was still paying my normal payment of {$930.00}.
By the end of XXXX, I received a call stating that because I wasn't making the remodified payment - that I was not aware of due to not receiving the notification that XXXX said they sent, XXXX ASSUMED that I declined it. It was at that point that the first modification, according to the company was deleted. Shortly thereafter I began receiving calls from collections. Every other day, sometimes every day for weeks ( and weekends ) I was talking to customer service representatives - never the same one - trying to collect a now {$3000.00} debt. However, throughout, I continued calling the company and making payments, and I paid whatever the agents told me to, every month.
Finally, in XX/XX/XXXX, the company agreed to begin the remodification process again. I filled out the paperwork for a second time, and again, somehow someone deleted the remodification yet again. Once more, the collections calls began, the different customer service agents calling me not knowing what was going on with my account. And yet, I continued to make full payments because I wanted them to see that I was trying in good faith to catch up.
In XX/XX/XXXX, after a series of collections calls, I was informed that the modification was " in process ''. I thought that this would be the end of all the issues. It wasn't. Collections calls persisted and it seemed like one hand didn't know what the other hand was doing.
In XX/XX/XXXX, I received one more remodification packet in the mail from XXXX. This one had to be notarized and sent back within seven business days. I completed the packet, yet again, and in XX/XX/XXXX, I was informed that the remodification was settled and given the new monthly payment amount of {$970.00}. And I was still paying monthly in good faith.
XXXX and XXXX go by with no issues - or so I thought, until I received a call that the remodification was in process, but not finalized, and that as of XX/XX/XXXX, XXXX was selling my loan to another servicer, Mr. Cooper ( Nationstar Bank ). I was assured that the remodification would continue and would go through even though the transfer was happening. They promised that all account information would be provided to Mr. Cooper, that no penalties would affect my credit, and that all information associated with my account would be provided to them within 60 days. I kept making payments to Mr. Cooper In XX/XX/XXXX, a year after this began, the collections calls began from Mr. Cooper. The indicated they had not yet received the account information from XXXX and could only " see '' that there was an active remodification in process, but could provide no other information.
In XX/XX/XXXX, I received a call from my personal loan specialist, XXXX XXXX, at Mr. Cooper, informing me that the modification had gone through and told me my new payment would be {$990.00}. Mr. XXXX instructed me that if I had any questions to call him back at ( XXXX XXXX XXXX. On several occasions, I attempted to call him and he was not available and did not have voicemail. It was my intention to make sure that the remodification was, if fact, complete, but Mr. XXXX never seemed to be in the office.
On Wednesday, XX/XX/XXXX, I received a call from XXXX at Mr. Cooper confirming the new payment amount and assuring me everything with the remodification was finally complete and had gone through. I was relieved that this year-long fiasco was over. That is until Friday, XX/XX/XXXX, when XXXX called again and said that although the remodification was complete that in order for it to go through that I had to pay {$2900.00} + XXXX 's payment to bring the account up to date by XX/XX/XXXX, and that if I couldn't make that payment that they would have to begin the foreclosure process. I was absolutely devastated because there is no way I can make that payment. I asked if there was anything they could do and they said no. The only way to ensure keeping my house was to make that {$3900.00} payment to finalize the remodification - and only giving me 15 days to do so.
After all that I have been through, I believe I was wronged - not just by XXXX, but also by Mr. Cooper. Through a series of mistakes on both companies ' parts, I could lose my house. I am being punished for {$4000.00} and errors that I didn't make! There has got to be a something that can be done. I am willing to do whatever necessary to keep my house. I deserve that after a year and almost four months of suffering through someone else 's mistakes. There has got to be some way that they can work with me. And the icing on the cake is that now MY CREDIT HAS BEEN AFFECTED! XXXX has posted to my credit that I am 3-6 months behind and my credit score has been affected - which I was PROMISED would not happen due to taking the forbearance. XXXX isn't even my mortgage loan holder anymore - how is that possible?
Had I known when I took the forbearance what would lie ahead, I would have never taken it. Things like this should NOT happen to people who try to do the right thing in life. I would NOT recommend this for anyone, no matter the situation. And if it happened to me, it has happened to others.
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06/26/2023 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
In XXXX XXXX XXXX I put my house in Forbearance due to XXXX difficulties at that time my payments were current and the loan was in good standing. On XX/XX/XXXX I filed a complaint due to the XXXX company reporting for 15 consecutive months to the credit reporting agencies that my loan was 90 days delinquent for 15 straight months. You intervened and the XXXX responded with file 0033719428_RESP tc.pdf ( attached the closed complaint # XXXX ) admitting the mistake and rectifying it with the credit reporting agencies.
On XX/XX/XXXX I filed complaint # XXXX which details the following Complaint : I was in forbearance during COVID and entered into a loan modification agreement with my lender. I was given a payment schedule of three payment to make of approx ~ XXXX. They do not have automated payment methods. I called in to make the first payment in XX/XX/XXXX ( the phone call was recorded ) and the person told me that I had XXXX} in suspension ( I made a partial payment during the forbearance period ) and that I could apply it towards my first payment. I asked her at least three times if that was true and she said yes, so i authorized an ACH payment oXXXX XXXX ( which combined with the XXXX was more than enough for the initial payment ). I called in XXXX and made a full payment of ~ XXXX and it was processed from my bank account. In XXXX when I called to make the third and final payment they told me that the agreement was breached for a missed payment on my part and that the agreement was cancelled. I explained what the lady told me and they researched it and got back to me acknowledging the mistake and informed me that she was wrong that a payment in suspension could NOT be used towards a payment. I explained that I was prepared to make a full payment when I called in and would have done so had she not directed me in this manner. At this point I have been on the phone with them XXXX times for over XXXX hours and each time they tel me it is reinstated and then I get letters to the contrary. I have escalated to no avail and at this point they are telling me tht I have to reapply for a loan modification and start all over. The big issue with that is that my current interest rate is 4>65 % and I have a lender that is willing to refinance it down to 2.24 % which will reduce my payment by ~ $ XXXX but this cant be done until I am officially out of forbearance and it is reported as such. Please help as this company seems to be hamstrung by systemic issues and are not willing to fix their mistake.
The company responded ( see document 0033719428_RESP.pdf ) and admitted the error.
Subsequently 2 mos later I filed the below complaint : I filed complaint # XXXX with the CFPB approx 2mos ago and was immediately contacted by the XXXX company. They called me three different times and said that they take my complaint seriously and that it has been assigned to the " Office of the Customer '' and that I have a personal person in charge of it ( they never gave me a name or direct phone number for that person, the number they gave goes to their call center ). The person I spoke with acknowledged the mistake in my complaint as well as the letter they sent and said that they are working on my COVID relief loan modification and that they will fix the problem on their end immediately and that I should receive a new loan modification in 30 days. I asked them multiple times if there was anything I needed to do ( new paperwork etc. ) and they said no XXXX XXXX this is our error and we have all of your info and we will send out your new payment and terms in 30 days. It has been over 30 days now and I have been contacted by XXXX to begin a new loan modification process/paperwork. When I called in to inquire they do not seem to know what is going on. It was escalated to a guy named XXXX who actually looked into the problem and said that he believes he sees what the problem is ( they tagged my loan as a new loan modification instead of a CARES act COVID relief modification ) however he can not resolve it. He claims he escalated to the office of the customer and they should take care of it. Yesterday XXXX called me to say they received the complaint are reviewing whether or not I need to submit a whole new package, here we are back to the beginning again and I am afraid these people are going to try to take my home and foreclose on me. Furthermore I should have been able to refinance my home for a much lower rate ( I am currently at 4.625 % and I have been quoted 2.5 % ) which would save me ~ $ XXXX month back in XXXX. Now the rates are going back up and who knows if I will ever be able to take advantage of this and then I lose out for the next 30years which could end up costing me hundreds of thousands of dollar 's please help.
Their response on XX/XX/XXXX is summarized as follows : They offered me a correction but said I would need to pay the XXXX that was in suspension that they were unwilling to apply to the loan ( stating I would get a refund once the loan was out of the trial period ) and the final payment of XXXX ( I was making bi-weekly XXXX payments instead of monthly payments ) for a total of XXXX and I would need to pay this immediately to continue with the current loan modification. I expressed my displeasure and said I could pay the {$1500.00} but that I did not have the additional {$2700.00} and would need to take the option to start over. They stated that it would take up to 30 days to recalculate the Loan modification and send me out the new agreement.
From XXXX to XXXX of XXXX I have never received any new paperwork regarding a new loan modification per the cares act or COVID relief, they kept insisting that is was being processed and would be sent out soon but I never received it. In XXXX of XXXX I received notice that Mr. Cooper is taking over as the servicer of this loan. I talked to Mr. Cooper and told them about all of my issues and they said they would look into it. There response was that they were working on a loan modification for me and would send it out. In XXXX of XXXX I was finally approved for a Loan Modification ( which I have signed and mailed back in to avoid, foreclosure, threats, and put my credit back in good standing ). The loan modification has increased my interest rate from 4.265 % to a whopping 7.125 % thus increasing my mortgage payment over {$1000.00} a month which in unaffordable for me. Since my last payment my local taxes have decreased from XXXX to ~ $ XXXX a year which should significantly reduce my escrow payment as well but instead I am going from a previous monthly payment of ~ XXXX to a new payment of ~ XXXX. Not too mention if this error had never occurred and my original loan mod had gone as planned and communicated I would have been able to refinance my loan at 2.5 % at that time which would have enable a payment with the reduction of taxes to around $ XXXX with escrow and now I am paying double that, please help as I am extremely disenfranchised here and I feel like this company has taken advantage of the pandemic and my unfortunate circumstances.
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02/24/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Many homeowners faced financial hardship during the times of covid-19 and its impact on the world. During that time many homeowners were allowed to miss mortgage payments due to the government mandating that a forbearance be allowed in periods of 3 to 6 months at a time with a maximum of up to 18 months. Most homeowners who have a mortgage often have their loan managed by a loan servicer. I'm a homeowner who has my mortgage serviced by Mr Cooper, Mr Cooper has been my loan servicer from XXXX to XXXX. My mortgage was transferred to XXXX XXXX in XX/XX/XXXX. I clearly understand that a servicer only manages my loan and payments but is not the company whom I originated my loan agreement with.
I say that to say this, Mr Cooper & XXXX XXXX XXXX have unethically managed my payments by reversing transactions and or placing the funds in other or escrow resulting in no reduction of my principal. My concern comes from the arrear amount that was deferred during the time when my mortgage was in a forbearance state of up to 18 months. Mr Cooper alleges that my deferred amount is {$26000.00} ; however, this is not true as {$7600.00} of that amount was reported by Mr Cooper as amounts owed for escrow.
In XXXX Mr. Cooper transferred my monthly mortgage payments made in XXXX, XXXX, & XXXX to escrow & other totaling {$7600.00}, therefore they have received the payment they claim I owe. The amount is not true and inflated, I have 1098 statements to prove they did not pay {$7600.00} out in escrow costs in XXXX or XXXX.
Because so many homeowners were faced with losing their homes due to a reduction in income as a result of covid-19, the government then came out with the Mortgage assistance program in which each state was to develop a system/program to disperse the funds directly to the loan servicer, not to the homeowner.
Because this program was brand new several problems occurred for the end user trying to apply online with the platform that was created. Nonetheless, I applied in XXXX and was approved in late XXXX.
The program did change the qualifications from the 1st time I applied up to my approval in XX/XX/XXXX.
It started in XX/XX/XXXX, stating that any amounts that were deferred, meaning that a homeowner did not have the money to pay the total deferred amount due and did not accept a modification resulting in the deferred amount being placed at the end of a loan. This also meant that if a homeowner planned to refinance or sell their home, the deferred amount must be repaid prior to any transaction resulting in a change of ownership or sale.
By XX/XX/XXXX, the rules changed and I was sent an email stating that I should reapply as I may now qualify and that coming soon funds would be available to cover deferred arrearages.
I applied and here is where the fraud happens. Mr. Cooper already transferred {$7600.00} the amount stated I owe on my deferral agreement dated XX/XX/XXXX. To qualify for the program it is required that an applicant send in their most recent mortgage & escrow statement in order to determine the amount needed to bring the account current. My current statement still shows my deferred amount to be {$26000.00}, which is not true as I have explained above. The correct amount should be {$18000.00} equal to 18 months of missed mortgage payments. I have notified the mortgage assistance program on this matter, however, I have reason to believe that my concern will fall upon Deaf ears. This is clearly fraud. The loan servicer should not be able to receive funding twice, moreover steal from the homeowner, and get away with it.
I pray that what I am trying to convey is clearly understood. I bring attention to the matter now because it looks like the servicer will get paid twice and I, the homeowner will not get the {$7600.00} back to reduce the balance on my principle.
My point and concern is to blow the whistle on mortgage loan servicers who are taking advantage of homeowners who faced financial hardship by exploiting funding meant to help and hurt. They took advantage of those loans placed in forbearance by offering trial repayment plans at that time to make things appear ok only to later not apply any of the payments made under the trial payment plan to reduce the principle. The trial payment plan was explained to me by a Mr. Cooper employee that my 3 months of trial payments were considered to be a fee and do not count as payments to reduce the principle balance of my loan, therefore that was the reason the payments were recorded as other and not towards interest or principle reduction.
In XXXX escrow paid out {$2600.00} and in XXXX escrow paid out {$3200.00} totaling {$5900.00} for both years combined. Where did Mr. Cooper come up with the figure of {$7600.00}? Fraudulent activity attempting to steal money from government funding by not updating the deferred amount owed ( reducing it by {$7600.00} ) in an attempt to be paid twice.
Heres why {$18000.00} is the correct deferred amount to be repaid. Mr. Cooper did in fact transfer my mortgage payments made in XXXX, over into an escrow adjustment as stated on the document titled, POSTED PAYMENTS ( uploaded-titled MRC-Payment ). My payments made in XXXX, XXXX, & XXXX of XXXX, were credited to Other or Escrow totaling over {$8000.00}.
I want to bring attention to this matter because I do not see the mortgage servicers doing the right thing by adjusting the deferred amount owed to reflect the true amount of {$18000.00} and not {$26000.00}.
To demonstrate even further I have also uploaded a copy of my 1098 end-of-year statement from XXXX & XXXX.
XXXX annual cost for property taxes {$1900.00} & hazard insurance {$680.00} total {$2600.00} XXXX annual cost for property taxes {$2000.00} & hazard insurance {$1200.00} total {$3200.00} The cost of both XXXX & XXXX together do not equal the {$7600.00} amount claimed by Mr. Cooper that I owe in escrow/other costs. If unpaid the facts are that both ( XXXX & XXXX ) years added equal {$5900.00}, not {$7600.00}.
The evidence I have provided should make it clear that Mr. Cooper is engaging in fraudulent accounting practices. I have already called attention to this matter with Mr. Cooper and it has gone unresolved. I am trying to bring attention to this loan servicer and not aid them to engage in more fraudulent behavior and moreover get over on homeowners who have been financially affected by the pandemic.
I pray that what I am saying is clearly understood by the individual reading this statement and moreover taken seriously enough to investigate further to prevent others from being scammed.
I know that I am not special in that I am the only person this has happened to while experiencing payment deferrals during times of Covid-19.
In closing, I ask that you demand Mr. Cooper explain what the posted payment of {$7600.00} on XX/XX/XXXX, under escrow adjustment is for, being that the amount is {$24.00} less than the {$7600.00} listed under, other past due amounts to be deferred on the Payment Deferral Agreement dated XX/XX/XXXX ( uploaded ).
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11/01/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Summary : My mortgage servicer -- Mr. Cooper/Nationstar -- made a duplicate property tax disbursement from my escrow account. I reported it to Mr. Cooper ; they had me reach out to their tax payment agent ( XXXX ), who sought, and was quickly issued, a refund. But despite multiple calls, I haven't been given a corresponding credit on my escrow account, any assurances of when that will happen, or a provisional credit in the interim. So my servicer has been made whole for its error and I'm left holding the bag.
Detailed complaint : I'm a new homeowner and a first-time homebuyer. I closed on my home on XX/XX/2021. During settlement, my title company ( XXXX XXXX ) collected money from me to cover my upcoming property tax payments for the second half of 2021. That property tax line-item was listed in my Closing Disclosure, so my lender would have been aware that my title company had already received money from me to pay these taxes. The same should have been true for any subsequent note holder/servicer.
In XX/XX/2021, when my tax bill came out, my title company paid those taxes as instructed, in the amount of {$2200.00}. The District of Columbia XXXXfice of Tax and Revenue received that payment and credited it to my account on XX/XX/2021. Around that same time, I received notice in the mail that my mortgage servicer would be Mr. Cooper/Nationstar.
Shortly after I made my first mortgage payment to Mr. Cooper/Nationstar ( on XX/XX/2021 ), I noticed that my escrow account was in the negative. On or about XX/XX/2021, I called Mr. Cooper to ask why my escrow account showed a negative amount. The agent I spoke with explained that the only thing being paid out of the escrow account for my mortgage is property taxes, so the negative amount likely was the result of a property tax payment. I was surprised to hear that, because I had escrowed money for taxes already during my settlement. So I reached out to my title company just to confirm that I wasnt misunderstanding who was responsible for paying those taxes. On or about XX/XX/2021, I spoke with my post-settlement processor with my title company, who explained that XXXX XXXX had already paid those taxes, and that any payment by Mr. Cooper would have been in error. I asked my post-settlement processor to put something in writing so that I could provide it to Mr. Cooper/Nationstar. She sent me an email explaining that the title company had already made the tax payment and attaching proof that the payment was made. Attached is a copy of her email ( XXXX- PROPERTY TAXES ) and its attachments.
At this point I reached back out to Mr. Cooper. The agent I spoke with told me that a separate company by the name of XXXX makes tax payments on their behalf, and directed me to reach out to XXXX directly. So, on or about XX/XX/2021, I emailed XXXX to ask them to investigate. In that email, I included the confirmation email Id received from my title agent regarding this payment, along with a copy of my XXXX Statement highlighting the escrowed amount, and a copy of the payment history with the DC Office of Tax and Revenue showing the payment received from my title company.
I then waited a few weeks but did not hear back from XXXX or Mr. Cooper/Nationstar. So I reached out to my local taxing authoritythe DC XXXX XXXX XXXX and Revenue. The agent I spoke to there confirmed that a duplicate payment had been made, and told me that XXXX had reached out to request a refund. The DC tax agent told me a refund had already been approved and was issued on XX/XX/XXXX. She provided me with the check number, and confirmed that the check had been mailed to XXXX 's address in XXXX, Texas.
I have since contacted Mr. Cooper/Nationstar 3 times to request an update. On or about XX/XX/2021, I spoke with an agent named XXXX XXXX, who told me that she could see the refund in her system and that it would be credited back to my escrow account by XX/XX/XXXX. I did not receive a credit by this date, so on or about XX/XX/XXXX, I contacted Mr. Cooper/Nationstar again. The agent I spoke with that afternoon told me she was not sure why the refund had not yet been posted, but that she would ask, and then call me back the following week, on or before XX/XX/XXXX. I did not receive a callback from the agent.
Today, XX/XX/XXXX, I reached back out to Mr. Cooper/Nationstar, again requesting an update. This time, the agent I spoke with said that refunds take 4-8 weeks to process, and that the clock started from when XXXX opened a ticket to investigateon XX/XX/2021. This was the first time I had heard about a 4-8-week timeline. The agent acknowledged that even by that measure we were in the 7th week of an 8-week timeline. I then asked if there was anything else she could do, and raised the possibility of provisionally crediting back my account, since we all seemed to agree that Mr. Cooper/Nationstar had made this payment in error. The agent said she could not do that, and that my only choice was to continue to call in and ask for status updates.
So, to summarize again : Mr. Cooper/Nationstar made a duplicate tax payment in error and billed my escrow account. When I pointed out the error, they had their tax payment agentXXXX. XXXX apparently did determine that this payment was made in error, because they reached out to the DC Office of Tax and Revenue to ask for a refund. That refund was granted very quicklyDC issued a refund to XXXX on XX/XX/2021. I, however, am still on the hook for the payment from my escrow account in the full amount of the duplicate payment -- {$2200.00}. Mr. Cooper/Nationstars explanation seems to be that they are waiting for the refund to process. Ive asked them to provisionally credit my account back with the amount they paid in error, since they seem to have already determined that that happened. But Mr. Cooper/Nationstar refusedthe tax agent I spoke with said this was not possible, and that I would continue to show liability for this amount unless and until XXXX processed the refund check it received from the DC Office of Tax and Revenue. So Im stuck, waiting for XXXX to credit my account with a check that was issued back in XXXX. Mr. Cooper/Nationstars only solution is to tell me to continue to call in, wait on hold, walk a new person through this issue, and ask for an update.
Im hoping this issue is resolved for me soon, but my main reason for submitting this complaint is because I want others to know that Mr. Cooper/Nationstar has been totally unwilling to fix a problem it created, to give a consistent timeline for when it would be resolved, or to reach back out to me when they receive any updates. Everything has fallen on methe responsibility to prove they made an error, the responsibility to cover the liability until they investigate, and the responsibility to keep calling back in to move this process along. Thats just not acceptable standard operating procedure. I want my problem resolved and for Mr. Cooper/Nationstar to change the way they handle important issues like this.
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03/27/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Older American |
My husband died in XXXX. At that time I lost over 60 % of my household 's income. By the end of two years, I could no longer afford to make the mortgage payment and pay the property taxes both. I stopped paying the property taxes a over year ago and six months later, I stopped paying the mortgage payments when I couldn't afford the needed repairs on the house and I had to save money to move into affordable housing.
I contacted Nationstar Mortgage AKA Mr. Cooper over five months ago on XX/XX/XXXX in order to begin a short sale of my home because it is worth less than the {$130000.00} plus owed. I was told by a representative in Mr. Cooper 's Short Sale Department, on a recorded line, that if I considered a Deed in Lieu that Mr. Cooper would reimburse me up to {$10000.00} for moving expenses. Following Mr. Cooper 's suggestion, I requested the paperwork to initiate the Deed in Lieu instead of the Short Sale for which I had multiple interested buyers. Fast forward to around or about XX/XX/XXXX ... I contacted Mr. Cooper to ask what was going on with my request since I had not heard anything in 30 days. I was told that the account had been assigned to someone in the Deed in Lieu Unit and I was transferred to him.
The assigned representative of the Deed in Lieu informed me that a title search had been completed and it reported that the IRS had a tax lien on the property since XX/XX/XXXX. I asked the representative how long had he had that information and I asked why hadn't he contacted me. He responded, he had had a death in his family. I said, okay and advised the agent that I paid the taxes in question in XX/XX/XXXX and that there should not be a lien on the property. I advised him that I would resolve the issue and report back to him when the lien was released.
Reaching someone in the IRS ' Lien Processing Unit was no easy task ; virtually impossible. I called and held online for hours upon hours, everyday, only for my call to be internally disconnected once the Unit closed. I finally got someone on the phone two or three days before the Gov't Shutdown on XX/XX/XXXX, who told me that I needed to contact the department who request the lien attachment and advise them of the problem. I finally reached the supervisor of the orginator of the lien request four hours before the Gov't actually shutdown. She researched the problem, completed the paperwork to release the lien and allegedly forwarded the Release request to the Lien Processing Unit. I asked her to expedite the request and I assumed the Release was sent to my local county before the IRS left on that day for weeks for the Gov't Shutdown. I updated Mr. Cooper ( the assigned representative ) via email at every turn.
I moved out of the property on that weekend before XXXX and I have maintained utlities and insurance for both my house which is still in my name, and my new place. I continued to keep the utilities on at the house because of all of the break ins in the area and I wanted to give the illusion that someone was residing there. I turned off the gas and allowed the homeowner 's insurance to lapse in XX/XX/XXXX. I will receive a water bill in my county as long as the property is in my name and I still have the electricity on, so that I can keep the exterior lights on at night in order to deter burglars from vandalizing the vacant property. The IRS lien was released a month ago on today, XX/XX/XXXX.
I called Mr. Cooper and could not reach anyone. Therefore, I emailed the assigned representative proof that the lien was released and I asked him to advise me if we could move on in the Deed in Lieu process. He never responded, so I emailed him a week later and still no response. I even asked him if he were no longer assigned to my account to please advise me so that I could contact the correct person. I called Mr. Cooper frantically all week during the week of XX/XX/XXXX and only a greeting would answer the call stating that Mr. Cooper was experiencing a high volume of calls and to try my call later. I received that message from XX/XX/XXXX through XX/XX/XXXX. I emailed the representative a third time on XX/XX/XXXX and attached proof of the Lien Release and my Moving Expense Sheet totalling {$7200.00} ( significantly less than the {$10000.00} limit that I was told that Mr. Cooper would pay up to in the process ). He finally answered the email, only to say that he submitted the file for approval and that he would contact me before the week 's end.
On Thursday afternoon at XXXX EST, I called the representative when I hadn't heard from him as promised. He answered and told me that he had only been approved to disburse {$5000.00} of my {$7200.00} moving expenses. He told me he had to send out paperwork to me to sign and return. I asked would he send the perwork out on that day via overnight service. He stated yes and he advised me that Mr. Cooper had recently absorbed 3000 new mortgage accounts and all staff had been instructed to answer incoming calls because of the increased number of calls. I asked to speak with his supervisor because I couldn't believe that they would negate existing Deed in Lieu processes to address new concerns. But his supervisor corroborated his story down to every detail, he even stated that Mr. Cooper does not any longer pay up to {$10000.00} for moving expense reimbursements and he asked me if I had moved out of the house. I told him yes but that I had a few items in the garage that I would retrieve when I met with the agent to hand over the keys and transfer over physically ownership of the property. The supervisor stated, oh you do not have to bother with turning over the keys and I advised him that I wanted to and that was the Plan of Action that the assigned representative and I had since I first contacted him in XX/XX/XXXX.
In closing, an agent did not contact as the representative advised in order to receive the keys and to conduct a walk through of the property. This is standard Deed in Lieu procedures, across the board with mortgage companies but Mr. Cooper did not follow that standard. Unbeknownst to me, the assigned representative and his supervisor sent a Preservation Company to a property still in my name and had the locks changed, whereby locking me out. The City 's trash cans are in the garage and I can not retrieve them so that the Waste Department can pick them up on tomorrow. I feel violated and the representative nor his supervisor bother to respond to my email on Monday, XX/XX/XXXX about the locks being changed or that I still had not received the paperwork as promised. I just received the paperwork on yesterday, XX/XX/XXXX and I called someone on the Executive team at Mr. Cooper on today. She emailed all the involved staff in my complaint by I still did not receive a call from anyone. I would like for this complaint to be forwarded to the CEO of Mr. Cooper and I expect to regain entry into my house on tomorrow, and I expect to be financially compensated fully as promised the {$7200.00}
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10/18/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
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Web |
Servicemember |
n XX/XX/XXXX my application was returned due to missing/documents that needed to be updated. The letter sent to me specifically stated 30 day pay stubs and written explanation of hardship.
The hardship and written explanation had already been submitted with the original application and also the original application said that an explanation would not be needed because the home was in a declared natural disaster zone The 30 Day pay stubs had already been submitted and resubmitted as requested. I would later find out ( during a phone call in XX/XX/XXXX ) that the rejection notification was incorrect and Mr. Cooper needed 90 Days Pay stubs.
On XX/XX/XXXX my application was returned due to missing/documents that needed to be updated. The letter sent to me specifically stated 30 day pay stubs The 30 Day pay stubs had already been submitted and resubmitted as requested. I would later find out ( during a phone call in XX/XX/XXXX ) that the rejection notification was incorrect and Mr. Cooper needed 90 Days Pay stubs.
On XX/XX/XXXX and XXXX my application was returned due to missing/documents that needed to be updated. The letter stated that a Lease Agreement for Rental Properties, YTD Profit and Loss Statement and Mortgage Statements for rental properties was needed.
This was the first time I had been asked for these documents and I was in training at the time. I sent the documents in and the application was reviewed.
On XX/XX/XXXX,, XX/XX/XXXX, and XX/XX/XXXX my application was returned due to missing/documents that needed to be updated. The letter stated that a Lease Agreement for Rental Properties, YTD Profit and Loss Statement and Mortgage Statements for rental properties was needed.
I called in regards to the rejection and the technician on the phone was unable to explain why the documents had been rejected. They told me that I should resubmit the documents as is. I did so. Note : 30 day pay stubs were accepted.
On XX/XX/XXXX, XXXX, XXXX, and XXXX, XXXX my application was returned due to missing/documents that needed to be updated for current lease agreements, proof of occupancy, most recent 1040s and 30 day pay stubs.
The lease agreements at this time had been accepted by other technicians however this time they were rejected for some reason I did not live in the property so I could not provide proof of occupancy I had already submitted my full tax return multiple time and each time it had been accepted.
30 day pay stubs were submitted again.
On XX/XX/XXXX, XXXX, XXXX and XXXX XXXX my application was returned due to missing/documents that needed to be updated. The request this time was for an updated XXXX, Explanation of hardship, Income verification, 30 day pay stub, Current Lease ( only on the XX/XX/XXXX and XXXX rejections but the lease agreements were accepted on the XX/XX/XXXX, and XXXX notices ) The lease agreements at this time had been accepted by other technicians however this time they were rejected for some reason. I resubmitted A new XXXX was submitted ( unchanged for previous ) 30 day pay stubs were sent in again for the XX/XX/XXXX and XXXX applications. I was finally informed that I needed to have 90 day pay stubs by a representative and I submitted them.
The hardship and written explanation had already been submitted with the original application and also the original application said that an explanation would not be needed because the home was in a declared natural disaster zone. I spoke to Mr. Copper rep and they told me that it was not needed. I sent a new one in anyway.
On XX/XX/XXXX, XXXX, XXXX, and XXXX XXXX a Mr. Cooper employee Mr. XXXX told that he could assure me that I would not be reported late on my mortgage as long as I submitted the appropriate documents. Those documents were submitted on XX/XX/XXXX and I spoke to Mr. XXXX again on the XXXX to assure the documents were received and they were accurate. He assured me they were and again assured me that at no point would I be reported late. These conversations were all had on a recorded line. I was worried that something like this would happen so I was very specific about making sure that we didnt run into this issue. I am an XXXX XXXX XXXX pilot and I can not risk having certain things on my credit because it will impact my security clearance. The above time line took place between that phone call and current date. Mr. Cooper reported my mortgage 120 days late in XXXX, XXXX, XXXX, XXXX, XXXX, and XX/XX/XXXX. As you see in the time line above I made EVERY POSSIBLE EFFORT to accommodate each request made by Mr. Cooper. However, due to inconsistencies within the audit process, misleading information within the missing documents notifications send, and lack of training with customer service representatives.
On XX/XX/XXXX all negative items for XXXX, XXXX, XXXX, XXXX, XXXX, and XXXX were removed from my credit report. Then again on XX/XX/XXXX all of these items were reported again. Outside of on conversation in XXXX of XXXX ( which was handled ) ever customer service representative I have spoken to has been extremely professional however it is clear and evident that they are not knowledgeable in the mortgage process. This is shown by the fact that I was told multiple times to resubmit documents ( leases, pay stubs, tax forms, and hardship explanations ), however a different representative tells me that the letter and all the other reps were wrong and the actual problem is the document needs different information or additional information.
During XXXX my loan modification was finally approved with the same documents I had been providing the entire process. Since than I have contacted Mr. Cooper at least 20 times attempting to resolve this issue. Most recently they added a late payment mark for XX/XX/XXXX bringing the total to 7 negative marks. The entire time during this process I was in the loan modification which qualifies for as a workout plan to bring the account current. The statement below is in the document attached.
" This credit reporting suspension will continue only while the Forbearance Plan is in place, but you will be reported delinquent at the conclusion of the Forbearance Plan if you do not bring the account current at that time or enter into a workout plan to bring the account current. '' Since this dispute has began I have been told multiple times by Mr. Cooper reps on the phone that the issue is either corrected, is being corrected, or I need to contact a specific specialist. The specialist I have been directed to contact are below. None of them have returned my phone calls or emails. I have called and left dozens of voice mails for each and sent at least 3 emails to each rep.
Mrs. XXXX XXXX, Mrs. XXXX XXXX I have also reached out to the Mr. Cooper dispute email boxes XXXX and XXXX and have gotten zero emails back outside of a generic denial or and acknowledgment of receiving the dispute. Furthermore, they have taken over 30 days with multiple disputes.
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10/18/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
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Web |
Servicemember |
n XX/XX/XXXX my application was returned due to missing/documents that needed to be updated. The letter sent to me specifically stated 30 day pay stubs and written explanation of hardship.
The hardship and written explanation had already been submitted with the original application and also the original application said that an explanation would not be needed because the home was in a declared natural disaster zone The 30 Day pay stubs had already been submitted and resubmitted as requested. I would later find out ( during a phone call in XX/XX/XXXX ) that the rejection notification was incorrect and Mr. Cooper needed 90 Days Pay stubs.
On XX/XX/XXXX my application was returned due to missing/documents that needed to be updated. The letter sent to me specifically stated 30 day pay stubs The 30 Day pay stubs had already been submitted and resubmitted as requested. I would later find out ( during a phone call in XX/XX/XXXX ) that the rejection notification was incorrect and Mr. Cooper needed 90 Days Pay stubs.
On XX/XX/XXXX and XXXX my application was returned due to missing/documents that needed to be updated. The letter stated that a Lease Agreement for Rental Properties, YTD Profit and Loss Statement and Mortgage Statements for rental properties was needed.
This was the first time I had been asked for these documents and I was in training at the time. I sent the documents in and the application was reviewed.
On XX/XX/XXXX,, XX/XX/XXXX, and XX/XX/XXXX my application was returned due to missing/documents that needed to be updated. The letter stated that a Lease Agreement for Rental Properties, YTD Profit and Loss Statement and Mortgage Statements for rental properties was needed.
I called in regards to the rejection and the technician on the phone was unable to explain why the documents had been rejected. They told me that I should resubmit the documents as is. I did so. Note : 30 day pay stubs were accepted.
On XX/XX/XXXX, XXXX, XXXX, and XXXX, XXXX my application was returned due to missing/documents that needed to be updated for current lease agreements, proof of occupancy, most recent 1040s and 30 day pay stubs.
The lease agreements at this time had been accepted by other technicians however this time they were rejected for some reason I did not live in the property so I could not provide proof of occupancy I had already submitted my full tax return multiple time and each time it had been accepted.
30 day pay stubs were submitted again.
On XX/XX/XXXX, XXXX, XXXX and XXXX XXXX my application was returned due to missing/documents that needed to be updated. The request this time was for an updated XXXX, Explanation of hardship, Income verification, 30 day pay stub, Current Lease ( only on the XX/XX/XXXX and XXXX rejections but the lease agreements were accepted on the XX/XX/XXXX, and XXXX notices ) The lease agreements at this time had been accepted by other technicians however this time they were rejected for some reason. I resubmitted A new XXXX was submitted ( unchanged for previous ) 30 day pay stubs were sent in again for the XX/XX/XXXX and XXXX applications. I was finally informed that I needed to have 90 day pay stubs by a representative and I submitted them.
The hardship and written explanation had already been submitted with the original application and also the original application said that an explanation would not be needed because the home was in a declared natural disaster zone. I spoke to Mr. Copper rep and they told me that it was not needed. I sent a new one in anyway.
On XX/XX/XXXX, XXXX, XXXX, and XXXX XXXX a Mr. Cooper employee Mr. XXXX told that he could assure me that I would not be reported late on my mortgage as long as I submitted the appropriate documents. Those documents were submitted on XX/XX/XXXX and I spoke to Mr. XXXX again on the XXXX to assure the documents were received and they were accurate. He assured me they were and again assured me that at no point would I be reported late. These conversations were all had on a recorded line. I was worried that something like this would happen so I was very specific about making sure that we didnt run into this issue. I am an XXXX XXXX XXXX XXXX and I can not risk having certain things on my credit because it will impact my security clearance. The above time line took place between that phone call and current date. Mr. Cooper reported my mortgage 120 days late in XXXX, XXXX, XXXX, XXXX, XXXX, and XX/XX/XXXX. As you see in the time line above I made EVERY POSSIBLE EFFORT to accommodate each request made by Mr. Cooper. However, due to inconsistencies within the audit process, misleading information within the missing documents notifications send, and lack of training with customer service representatives.
On XX/XX/XXXX all negative items for XXXX, XXXX, XXXX, XXXX, XXXX, and XXXX were removed from my credit report. Then again on XX/XX/XXXX all of these items were reported again. Outside of on conversation in XXXX of XXXX ( which was handled ) ever customer service representative I have spoken to has been extremely professional however it is clear and evident that they are not knowledgeable in the mortgage process. This is shown by the fact that I was told multiple times to resubmit documents ( leases, pay stubs, tax forms, and hardship explanations ), however a different representative tells me that the letter and all the other reps were wrong and the actual problem is the document needs different information or additional information.
During XXXX my loan modification was finally approved with the same documents I had been providing the entire process. Since than I have contacted Mr. Cooper at least 20 times attempting to resolve this issue. Most recently they added a late payment mark for XX/XX/XXXX bringing the total to 7 negative marks. The entire time during this process I was in the loan modification which qualifies for as a workout plan to bring the account current. The statement below is in the document attached.
" This credit reporting suspension will continue only while the Forbearance Plan is in place, but you will be reported delinquent at the conclusion of the Forbearance Plan if you do not bring the account current at that time or enter into a workout plan to bring the account current. '' Since this dispute has began I have been told multiple times by Mr. Cooper reps on the phone that the issue is either corrected, is being corrected, or I need to contact a specific specialist. The specialist I have been directed to contact are below. None of them have returned my phone calls or emails. I have called and left dozens of voice mails for each and sent at least 3 emails to each rep.
Mrs. XXXX XXXX, Mrs. XXXX XXXX I have also reached out to the Mr. Cooper dispute email boxes XXXX and XXXX and have gotten zero emails back outside of a generic denial or and acknowledgment of receiving the dispute. Furthermore, they have taken over 30 days with multiple disputes.
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06/08/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Here is a timeline summary of events thus far in our experience with Mr. Cooper as our mortgage loan servicer : XX/XX/2021 : We refinance our mortgage through XXXX and our mortgage servicing is transferred to XXXX XXXX XXXX. Our next regular mortgage payment is due XX/XX/2021.
XX/XX/XXXX : We make an extra principal payment to XXXX XXXXXXXX XXXX.
XX/XX/XXXX : XXXX XXXX XXXX sends us a notice that, effective XX/XX/XXXX, the servicing of our loan will be transferred to Nationstar Mortgage LLC d/b/a Mr. Cooper. This notice includes our new loan number : XXXX. We are informed that any payment due after XX/XX/XXXX should be sent directly to Mr. Cooper this includes our regularly scheduled XX/XX/XXXX payment.
XX/XX/XXXX : We make an additional principal payment to The XXXX XXXX.
XX/XX/XXXX : We aren't yet able to set up an online account with Mr. Cooper, so I mail our regular XX/XX/XXXX payment as check # XXXX in the amount of our monthly payment due plus {$120.00} of additional principal to the Mr. Cooper address indicated on our new customer notice. I write the account number provided above by XXXX XXXXXXXX XXXX XXXX XXXX XXXX in the memo line on the face of the check.
XX/XX/XXXX : According to my XXXX XXXX checking account, Mr. Cooper cashes check # XXXX.
XX/XX/XXXX : I am able to establish an online account with Mr. Cooper. When I do so, I find that the account number provided above by XXXX XXXX XXXX XXXX XXXX XXXX is incorrect. The actual account number is XXXX. I immediately send Mr. Cooper a note using Mr. Cooper 's " Message Center '' about the payment made on check # XXXX, indicating that the wrong account number was provided, and including this note : " Please ensure that the payment is instead applied as my XX/XX/XXXX payment for this loan, '' in reference to our new account number of XXXX. I receive an immediate response in the Message Center assigning a ticket number ( XXXX ). I send a follow-up note less than an hour later addressing the XX/XX/XXXX and XX/XX/XXXX payments above that have not yet posted to our account, indicating that both the XX/XX/XXXX and XX/XX/XXXX payments were principal payments that reduced the outstanding principal and indicating what should be the outstanding principal amount prior to our XX/XX/XXXX payment.
XX/XX/XXXX : I use the Chat feature on the Mr. Cooper website to address these issues with a live agent. She is very helpful in confirming that the additional principal payments made to XXXX XXXXXXXX XXXX may take some time to post but that we needn't worry about them ; they will be posted as principal payments in due time. She informs me that the issue with our XX/XX/XXXX payment ( check # XXXX XXXX will need to be resolved by the Research Team and she forwards on our request.
XX/XX/XXXX : I receive a template response in the Message Center indicating that additional research is needed. The Message Center response asks for 7 business days to resolve the inquiry, and informs me that I will receive a " letter of resolution '' within 7-10 days after your review of my account. This message includes an e-mail address for follow-up communications ( XXXX ).
Unknown date in XXXX prior to XX/XX/XXXX : the additional principal payments made to XXXX XXXX XXXX on XX/XX/XXXX and XX/XX/XXXX post to our account, correctly reducing the principal balance.
XX/XX/XXXX : I log in to our Mr. Cooper account to see that our XX/XX/XXXX payment is " late. '' As noted above, our XX/XX/XXXX payment was received and cashed by Mr. Cooper on XX/XX/XXXX. I send an e-mail to the XXXX account regarding this payment and once again explaining the account number issue. I become increasingly concerned that Mr. Cooper 's inability to locate the payment that they previously cashed will impact our credit.
XX/XX/XXXX : A statement is posted in our Mr. Cooper online portal with a response to research reference XXXX. This letter indicates that ( i ) Mr. Cooper received our inquiry on XX/XX/2021, and ( ii ) a response will be provided within 30 business days of our inquiry unless Mr. Cooper notifies us of a 15 day extension prior to the expiration of that 30 day period, although responses are generally provided in less than 10 days from receipt of the correspondence. As noted above, I did not send an inquiry on XX/XX/XXXX ; I sent an inquiry on XX/XX/XXXX.
XX/XX/XXXX : We receive a letter from XXXX XXXX XXXX dated XX/XX/XXXX indicating that the Notice of Servicing Transfer dated XX/XX/XXXX contained the incorrect loan number and should be disregarded. This timing is not helpful.
XX/XX/XXXX : Having received no response from Mr. Cooper, I follow-up on my XX/XX/XXXX e-mail.
XX/XX/XXXX : I log in to my Mr. Cooper account to see that our XX/XX/XXXX principal payment has been unilaterally recharacterized by Mr. Cooper as a regular monthly payment. Mr. Cooper took this action without our consent and against the factual reality of how the payments were made. Our XX/XX/XXXX payment ( check # XXXX ) remains unaccounted for in the Mr. Cooper portal. I send Mr. Cooper the detail provided above in both an e-mail and as a paper letter via US mail to the requested address.
XX/XX/XXXX : I engage in a final chat with Mr. Cooper to determine what steps have been taken to rectify the situation. The agent informs me that the Research Team last left a note on XX/XX/XXXX that they were still looking for the payment made on check # XXXX. I have not been contacted by Mr. Cooper since.
Prior to XX/XX/XXXX, this has been an extremely frustrating process with Mr. Cooper 's inability to complete what should be a very simple task. Mr. Cooper cashed our XX/XX/XXXX payment 41 days ago, yet the payment has not been posted to our account nor do we have any indication that Mr. Cooper even knows where this money is. This is a staggering failure for a mortgage loan servicer.
On XX/XX/XXXX, however, it became unethical and illegal. Mr. Cooper was not our mortgage servicer prior to XX/XX/XXXX and, thus, Mr. Cooper has no authority to recharacterize any earlier payment ( namely, the XX/XX/XXXX and XX/XX/XXXX principal payments ).
Despite our immense frustration with everything mentioned above, resolving this issue should still be remarkably easy for Mr. Cooper : Properly account for our XX/XX/XXXX payment as an additional principal payment Properly account for our XX/XX/XXXX payment as an additional principal payment Find our XX/XX/XXXX payment and apply it as our timely-received XX/XX/XXXX regular payment of {$1600.00} plus an additional principal payment of {$120.00} I have reached out to Mr. Cooper six times about these issues between the XX/XX/XXXX message above, the XX/XX/XXXX chat, the XX/XX/XXXX e-mail, the XX/XX/XXXX follow-up e-mail, the XX/XX/XXXX e-mail/letter, and the XX/XX/XXXX chat, all to no avail.
I am now deeply concerned that Mr. Cooper 's ineptitude will create meaningful financial damage to my family and me.
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06/15/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
This is a complaint against our mortgage company, MrCooper, a Texas company, which has mishandled our mortgage since assuming it in XX/XX/XXXX. Since then, the company has : * failed to remit more than {$15000.00} in property taxes to our city, XXXX, Mass., even while collecting the taxes from us in our monthly payments and contributions to escrow, causing the city to lien our home and warn of foreclosure. Cooper paid the bill a few days after I became aware we were in arrears and called the company; * failed to competently manage our escrow account, which the company says has gyrated between a surplus of {$4400.00} on XXXX XXXX, XXXX, to a deficit of {$19000.00} on XX/XX/XXXX - a {$24000.00} swing in four months. The company says the account now has a deficit of {$8300.00} ; * attempted to hold us accountable for its failure to manage our account by increasing our monthly payments from {$2400.00} in XXXX to as much as {$4400.00} last month - an increase of {$1900.00}, or 79 percent over three months ; * ignored my requests to stop billing us for Private Mortgage Insurance after our equity exceeded 20 percent, the level at which the federal Consumer Financial Protection Bureau says mortgage companies may no longer require the insurance. Cooper itself says our equity has exceeded 20 percent for more than a year and is now 26 percent.
* refused to explain any of this, even after I sent letters to company president XXXX XXXX, the companys customer relations complaint department and its payment department on XX/XX/XXXX. The letter included a check for principal and interest, but did not include a payment for escrow because the company has ignored my inquiries about how it mishandled the account and how it will properly handle it going forward. Our experience with all of this gives us no faith the company can pay our taxes and manage our escrow.
Worst of all, the company has been sending an avalanche of emails and letters- including 17 emails since I deducted our escrow from my last monthly payment on XX/XX/XXXX - warning that we face foreclosure and that our loan is in default and has been turned over to a debt collector. It sent another letter on XX/XX/XXXX saying, among other offensive things, that the issue could be resolved if we transfer ownership of ( our ) property to us in exchange for relief from some or all of the mortgage debt.
Several of Coopers letters have come from XXXX XXXX, a dedicated loan specialist in the companys XXXX, Texas, office. In bold type, she asks me to call as soon as possible. Ive called several times, including at XXXX XXXX. today. Shes never available and doesnt return messages. The number she provides in her emails is XXXX.
The companys only specific acknowledgement of my XX/XX/XXXX letter explaining the problems it created came on XX/XX/XXXX, when in a letter signed only Mr. Cooper, it said it was reviewing your concerns and takes all matters seriously. '' Weve gotten no response beyond the threatening form letters.
XXXX created these problems by its mismanagement. It should not be allowed to divert our property taxes over XXXX years, cause the city to put a lien on our home and advertise it for foreclosure, put my mortgage loan in default, threaten its own foreclosure, turn us over to a debt collector, attack my credit rating, suggest we give the company our home, double my monthly payment, provide no explanation for any of this and cause enormous stress in my family. Cooper fixed half the problem when it paid the city the {$16000.00} tax arrears it created. If Cooper also caused a deficit in our escrow, it should not be allowed to bully us to make it up by doubling our monthly payments, imposing an impossible hardship and forcing us from our home.
By the way, Cooper also has tried to bully XXXX city treasurer XXXX XXXX. She told me that our property tax account fell into arrears because Cooper directed her to apply our property taxes to the wrong unit in our condo development. She said the company told her it was her responsibility to claw back the $ XXXX in misdirected payments. She said she told the company she would not, that she applied the payments as Cooper directed and that it was Coopers responsibility, not hers, to fix it.
We will not be making escrow payments to Cooper going forward. We will paying the company only the principal and interest on our loan. We will be paying our property taxes and homeowner insurance bill ourselves. We will no longer be paying Private Mortgage Insurance because the equity weve built in the home frees us of that obligation. We would refinance with a different company but interest rates today are more than double what they were when we bought the home three years ago.
Finally, I want to note the extreme emotional distress this company is causing my family. My partner, XXXX XXXX, and his mother, XXXX, live in the house that Cooper is threatening to take ( I live nearby ). XXXX and XXXX have paid all of Coopers monthly bills in full and on time over the three years the company has held the mortgage, until I took over the payments last month when the city advised me that the company had not been paying our taxes and put us $ XXXX in arrears. XXXX is XXXX, in a XXXX XXXX XXXX She has XXXX XXXX XXXX and a XXXX XXXX XXXX XXXX. She has difficulty understanding the issues here and is overwhelmed with stress and XXXX that she and XXXX will lose their home. Her only income is Social Security. XXXX earns about {$48000.00} annually as a XXXX XXXX XXXX XXXX XXXX XXXX They can not afford the {$2000.00} increase in their monthly payments that Cooper is demanding to cover its own malfeasance, with no explanation so far. There are no other affordable options for them in this area, where XXXX and XXXX both grew up and will stay.
I have several documents detailing the problems outlined here, which I can provide you if there is any dispute. They include : 1 A copy of a letter I sent to Cooper on XX/XX/XXXX explaining the problems it has created.It has not responded.
2. Letters from the city of XXXX XXXX XXXX XXXX advising us that it had placed a lien on our home and was preparing to foreclose and detailing the deficit in our property tax account caused by Coopers failure to remit our taxes.
3. Monthly statements from Cooper showing how it has caused our escrow to gyrate between a surplus of {$4400.00} on XXXX XXXX, XXXX, to a deficit of {$19000.00} on XX/XX/XXXX ; XXXX. Some of the more than two dozen letters Cooper sent m after receiving my monthly payments for XXXX and XXXX, which included payments for principal and interest on the mortgage loan but not for escrow. As I said, Cooper responded by defaulting our loan, turning it over to a collection agency, threatening foreclosure and - most offensively - suggesting we surrender our home to the company.
Thank you for whatever help you can render.
Cooper Loan number : XXXX
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09/26/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Escrow, taxes, or insurance
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Web |
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RE : - Nationstar Mortgage Mr. Cooper Rightpath servicing XXXX XXXX XXXX XXXX XXXX XXXX XXXX Myprincipalloan amount haspractically doubled, with charges, late fees, corporate advancefees, attorneysfees , drive by fees, etc., etc. that has snowballed during the lengthyduration of this engineered foreclosure attempt. They claimed in the bank 's foreclosurefiling, I did not make a XX/XX/XXXXXXXX Mortgage payment, when in actuality not only were they paid, but " they '' had deducted it out of my account ; via ACH withdrawal. During that time frame, XXXX loan servicing, falsely advised me that I owed them approximately $ XXXXoverwhat was actually owed them.This was brought to my attention just after a mortgage modification had been completed. So I knew something clearly was wrong. When I brought myconcernsto theirattention, by requesting some truth in lending. They point blank refused to explain the origin of the additional amount, but insisted I pay itanyway or they would refer my loan to foreclose. Me, beinga person of principal, Irefused to pay for something I did not owe. Nonetheless, I continued to make my regular mortgage payments. Hoping that I would eventually get an agent to look into it and resolve the bank 's overcharge. I also began documentingthroughletters and followed up with phone callsas Iclearly stated, " I disagreed with the validity of the debt & the amount of the debt '', & was requesting an explanation justifying the charges. They continually made one excuse or another, expecting me to just pay whatever amount they chose to pull out of theirhat. This has been nothing short of an extortion event which has turned into a racketeering attempt.
Pleasenote, after XXXX XXXX XXXX XXXX doing their michieft, having been paid in full my loan was then handed off to XXXX XXXX XXXX, then toNationstar Mortgage, better known as Mr. Cooper, withRightpath servicing being the new servicer. There may be chains of title issues during the timeline in which they played hot potato with this loan. Theabove-mentioned organizations areall connected, one in the same, just merelyunder theguise of differentcorporatealiases. Regardless they all seem to be attempting to collect on falsifiedpaper on behalf of one another. As one does thecriminal mischief, then hands it off to the next to collect on it. To date theyhave each singularly and collectively refused to take responsibility for the extortion attempts, hoping to capitalize onat the leastthe erroneouscharges plus interest, fees and costs or more significantly to repossession of my home. I haveattemptedto resolve this countless times to no avail. Most recently I requested one of the managers, XXXX XXXX withMr.Cooper dosome research on my accountin order to identify some of the overcharges in order tohave it removed. Right along with the additional late fees, corporate advance fees, attorneys fees , drive by fees, etc. etc. all resultingfrom their original wrongful overcharges ; now turnedinto foreclosure action. They are attempting to fraudulently collect a large sum of money from me which is not owed to them. To my surprise, each of the banks involved, point blank refused to remove the over charges ; in the hopes I would tire and give in or simply get fed up and walk away. I will not succumbtothisbanking carteland theirevil minions attemptingto stealmy largest asset rendering me homeless. As they continually try to beat me down, attempting to instill fear with their ongoing falsified foreclosure attempts. They are counting on me not having all the necessary documents, so many years later to be able to illustrate their criminal mischief.
When XXXX XXXX refused to acknowledge the multipleforced placed insurance policies, after her investigation. Ultimatelyrefusing to creditmy account for the overcharges. I then provided RightPath Serving, with a copy of the original XXXX XXXX XXXX XXXX XXXX escrow statement dating back to the XXXX / XXXX calendaryear, as my insurance coverage commences in XXXX of one year and goes to XXXX of the next. That statement clearly reflects that I was billed for " 4 insurance policies '' plus some other unknownHazardInsurance charges all for the same calendaryear. This was the catalyst that createda huge escrow shortage, and has fraudulently placed my account in the rears accruing of all the other fees over the last 7 years, now well in excess of $ XXXX. After they refused to take any further payments of mine back in XXXX settingup the large overage, to insure foreclosure! Please note, my mortgage payments include PITI ( principal, interest, taxes and insurance ) combined in one payment amount.Also, between XXXX / XXXX to date they had also refused to pay my insurance company 's policies and it was cancelled due to nonpayment. Whereby they gladly put theirforced placed policy instead with a 30 % higher premiumon average. For several years.
A year and a half ago, I had applied and qualified for theHAF PROGRAM, whereby this program wouldcontribute $ XXXX towards bringing my mortgage current. The program facilitator has requested, I providethem with some necessary paperwork from the bank reflecting the $ XXXX balance so the program can make their portion of the payment assisting me in bringing themortgage current until the parties could determine the accurate reinstatement amount to resolve the pending foreclosure as per the judge 's order. To date the bank has refused to provide me with the necessary documentation for the HAF Program, ultimately blocking the HAF PROGRAM from making their payment. Hoping the program would expire and just go away due to theirin action, ensuring a foreclosure win fo them. Moreover they again have refused to remediatethe insurance overcharges plus all the resultingfees over the years, i.e. the late fees, corporate advancefees, attorneysfees , drive by fees, etc. which currently exceed $ XXXX and growing. But they in essence have chosen to block any future payments unless it'sthe amount that theextortionist'sdeem allowablefor me theability tobring my mortgage current. As they continue to disregarda court order, from XXXX of XXXX ultimately blocking themselves from being paid. Please note all of the overagestacked on to my account for that particular year is as follows {$5200.00}, {$3800.00}, {$260.00}, {$3800.00}, {$13.00}. Compounding annually andcomplying with the fraudulentlate fees, corporate advancefees, attorneysfees , drive by fees, and any other fee they could think to drum up in order to grow my outstanding ledger. This hasserved to increase my monthly mortgage payment by roughly 25- 30 % before even calculating a new interest rate, should I decide to refinance. What a sure fire way to ensure foreclose success. In XXXX XXXXXXXX my correct Insurance policy cost was {$3300.00} ( please see the attached deck page ) & my Taxes were {$2400.00}.
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12/11/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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We refinanced our mortgage on XX/XX/2021, with XXXX XXXX XXXX XXXX within the closing documents, it showed that they were transferring our loan to Nationstar Mortgage, LLC d/b/a Mr. Cooper. Our first payment was due on XX/XX/2021, the paperwork for this was very confusing. The paperwork included two different payment coupons, one for XXXX XXXX and one for Mr. Cooper. I was not sure who Mr. Cooper was and have never heard of what I thought was a him, so I set my payments up in my Online XXXX XXXX XXXX XXXX to go to Nationstar Mortgage, LLC, in the amount of {$1700.00}. Payment due was only XXXX. In the confusion the loan number for XXXX XXXX was entered in place of Nationstar Mortgages loan number. The payment was sent to the correct address at Nationstar Mortgage. XXXX XXXX sent my payment on time to Nationstar Mortgage via electronic transfer. After the XXXX of XX/XX/2021 we received a phone call that are payment for XX/XX/XXXX and XX/XX/2021, had not been received by Mr. Cooper aka Nationstar Mortgage. At that time was when I found the loan number error and corrected it in my XXXX XXXX XXXX XXXX XXXX.
XX/XX/2021, I notified XXXX XXXX that the payments had not been received by Nationstar explained the error that I had made and asked if they could track the payments. XXXX XXXX opened two claims to research where both payments went.
XX/XX/2021, XXXX XXXX sent me an update for the claims that were opened and said that they had sent the payments to Nationstar as I had requested. XXXX XXXX stated that they would work with Nationstar Mortgage to determine what information they need to locate and/or refund your payment.
XX/XX/2021, XXXX XXXX advised me that Nationstar Mortgage had advised that the payment had not been posted to our account and that it was sent with the incorrect account number in which the correct loan number had already been updated. XXXX XXXX faxed proof of payment to Nationstar Mortgage at XXXX to the attention of Research with a request that our account be properly credited.
XX/XX/2021, XXXX XXXX notified us that Nationstar Mortgage advised that the payments were still not posted to our account as well as all the above information as advised that we should follow up with Nationstar Mortgage and they ( XXXX XXXX ) closed my claim. I spoke to Nationstar Mortgage on XX/XX/2021 and they advised me that I needed to send the copies of the bank statements showing the payments highlighted and circled in red, in which I sent to XXXX.
XX/XX/2021, XXXX XXXX reached out and stated that Nationstar Mortgage sent them the same info that our payment had not posted so XXXX XXXX again faxed proof of payment. All the while we had been receiving relentless phone calls from Mr. Cooper asking for payment in which we would go through everything again with each new person that called. Our XX/XX/2021, payment had been received and applied to the XX/XX/2021 Payment.
Note : These payments are not for the amount due they are {$250.00} over the amount due extra to be credited to principle.
During this time, we had been on the phone with Mr. Cooper and XXXX XXXX together on a couple of occasions.
XX/XX/2021, we gave up of the people who were calling us and reassuring us that they are going to help and asked to speak to a manager. We were transferred to what Mr. Cooper calls their escalation team. We spoke to someone who sounded like that were really going to help. They asked for our bank statements again and be sent directly to them via email and we were given a direct phone number to contact this person. This person opened another research claim and were going to keep tabs on it.
XX/XX/2021, we received an email from our contact that they had checked on the research claim and that it had not been assigned to anyone but showed that it was to be completed by XX/XX/2021.
XX/XX/2021, we received one of our routine calls from the collections department and they stated that the notes said that they needed copies of the proof of payment from the bank again. So, we sent our escalation contact person an email with the copies of the proof of payment from XXXX XXXX.
XX/XX/2021, we received notification that, that person would be out of the office from XX/XX/XXXX through XX/XX/XXXX returning on XX/XX/XXXX. I left phone messages for this person on XX/XX/XXXX an XXXX XXXX.
XX/XX/2021, we received an email from our contact stating that the research department was unable to locate the funds. So, they put in another request again including the bank statements and escalated it. With an apology for taking so long.
XX/XX/2021, left a message for contact person, to check status.
XX/XX/2021, we received routine collections call with the person calling saying that they can see all the information including bank statements and proof of payments in the system and that they would try and help. Have never heard back from this person.
XX/XX/2021, we sent another email to our escalation contact asking for an update we received a email back saying that there had been several requests put in to Mr. Coopers research department and they continue saying that they were unable to locate the funds.
XX/XX/2021, sent an email in response asking what else they need? Everything that we have sent them shows that Mr. Cooper has the money.
XX/XX/2021, sent an email to the contact person stating that we would like the name and contact information for their manager. The contact person responded by asking for copies of the checks.
XX/XX/2021, sent an email stating again that there are no checks XXXX XXXX electronically transferred the money and we have sent documentation with transaction numbers from XXXX XXXX on several occasions.
XX/XX/2021, called contact asking for status. Left message. Received email from contact apologizing that their phone system was down. All the request that has put in have said that they are unable to locate the payments and that they need proof of payments. They attached the bank statements that we sent to their manager to see what else they can do.
XX/XX/2021, sent an email to the contact asking for an update.
XX/XX/2021, received an email from contact saying the same thing as in the past, and asked if we would call the bank for confirmation numbers that shows that the funds left their bank.
( Note : When we are getting collection calls everyone, we speak to could see the documentation from the bank in our account. ) XX/XX/2021, sent email to contact stating we will get back with our bank again. Called XXXX XXXX and spoke to the XXXX XXXX Claims department. While on the phone XXXX XXXX added Mr. Cooper to are call. XXXX XXXX sending them the information again. Agent from Mr. Cooper said he was going to investigate it.
All payments have been made to Mr. Cooper on time and in the amount of {$1700.00}
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05/04/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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Both of my parents passed away in XXXX. My mother in XXXX and my father in XX/XX/XXXX. They had a mortgage with Nationstar d/b/a Mr Cooper, who also claims to represent the original security instrument owner, XXXX.
In XXXX of XXXX, I contacted Mr. Cooper and they wouldn't speak to me. They stated that they needed verification documents of which I provided via email and fax. These documents included my birth certificate showing I am the son of both deceased borrowers and I sent them the copies of both death certificates. On XX/XX/XXXX, Mr Cooper filed foreclosure even though they knew I was repeatedly sending in information that could confirm me as successor in interest. I was confirmed as successor in interest on XX/XX/XXXX based on the very same documentation I had already been sending them since XX/XX/XXXX. I have a confirmation letter dated XX/XX/XXXX sent from Mr. Cooper to myself that states, " We received your inquiry on XX/XX/XXXX, related to your interest in the above referenced property. We have received documentation that establishes your status as the confirmed successor in interest ... ''.
After being confirmed, I started the process of trying to get a workout to the foreclosure. It was a very long process and I had to send in multiple Borrower Response Packages. The application for assistance was submitted with me as borrower and the co-borrower was left blank. I provided all of the documentation that they requested, such as bank information, check stubs, employment verification and a XXXX form to request my tax transcripts from the IRS. They approved my 2nd application for assistance on XX/XX/XXXX after I had moved into the home because Mr Cooper said that I couldn't get assistance unless the house was owner-occupied. I received a XXXX XXXX Streamline Loan Mod approval on XX/XX/XXXX and the 90 day Trial Payment Plan started on XX/XX/XXXX. I successfully completed the XXXX XXXX XX/XX/XXXX.
After successfully completing the trial, Mr Cooper sent me a Loan Modification Agreement and Loan Assumption Agreement on XX/XX/XXXX. My information was the only information provided on the application for assistance and my information was the only information used to approve the loan modification. However, both agreements showed up with both my name and my spouses ' name. My spouse didn't give her information and was not included in any application. Nor did she sign anywhere to allow them to include her in assuming the debt. I had only asked to do a loan modification and willingly agree to assume the debt even though I am not on the deed. The deed still remains in both my parents names. But Mr Cooper will not accept agreements without my spouse also agreeing to accept responsibility for the debt. They want her to sign both the Loan Modification Agreement and the Loan Assumption Agreement which makes her liable for the debt even though she didn't sign the application agreeing to have her personal information included.
The last page of the Borrower Response Package that I signed as " Borrower Signature '' and " Co-Borrower '' was left blank, has a paragraph of which I agreed to disclose my personal information. However, my wife didn't agree to any such thing and I did not sign with the intention of giving Mr Cooper permission on her behalf to share her personal information. The only personal information that I agreed to be evaluated or shared with a 3rd party such as XXXX XXXX was strictly my information. However, they used the acquired tax transcripts to obtain and use her personal information and they included it in the agreements which she never wished to be a part of.
I asked Mr Cooper to remove my wife 's information from the agreements and they refused to do it. Stating that she had to accept assuming the debt based on the fact that we are married. I feel that this is discrimination based on my marital status and forcing her to accept a debt that she didn't apply for is ridiculous. Mr Cooper is essentially saying that I can't own a house on my own without my spouse also being liable for the debt as well. How is it then that My wife owns her own house and I am not liable for her mortgage. Why can't Mr Cooper do the same? When she bought her house, I had to sign the mortgage paperwork as Non-borrower but at least her lender acknowledged in the paperwork that I am not liable. I am not on the deed to her house either.
Not only are they saying that I can't accept the approved Loan Modification Agreement based on my information only only as borrower, they are also saying that I can't accept the Loan Assumption without also getting my wife to agree to be liable and with a paragraph included in the assumption paperwork that leaves the Estates of both of my parents liable for the debt as well. So they pretty much want as many people as possible to be liable. How is that legal?
The reason I am complaining is that I will lose the house I grew up in because Mr Cooper won't allow me to assume the loan as successor in interest and as the only borrower, because I am married.
Also, It took them close to a year to confirm me as successor in interest which allowed the house to get further and further behind. If they had confirmed me when I sent the first documentation ( which was the same documentation they used a year later to confirm me XXXX, then the house wouldn't have been in foreclosure in the first place and I wouldn't need a loan modification to stop a foreclosure action. Aren't they supposed to refrain from accelerating a loan when they are informed of the potential that a successor in interest exists or simply because of the death of both borrower 's? If so then how were they able to file foreclosure in XX/XX/XXXX when they acknowledged in a letter that they had received my information for successor in interest in XX/XX/XXXX? They knew my parents had both died and they still proceeded to foreclosure even after I had told them I would assume the loan.
Please help me get this resolved. Don't allow Mr Cooper to continue to do these things to homeowners. It seems fraudulent to me that they could steal my wife 's information off our joint tax return copies when she didn't sign anything allowing them to use or disclose her information to anyone. The only reason they even knew my wife existed was because they asked to see my tax return copies. So I filled out a form XXXX and because we file a joint return and how the form needed completed, they were able to obtain her personal information and use it in a way that was not intended and for a purpose for which they didn't have permission.
All of this information can be proven with copies of letters sent to and from Mr. Cooper and recordings of all the conversations had with their customer service representatives.
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04/25/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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At the end of XX/XX/XXXX, we were notified that our Mortgage was assigned to Mr. Cooper, the new Mortgagor. In our notice of assignment, we were guaranteed a smooth transition and were told that we did not need to do anything to facilitate the assignment/transition. The mortgage was transitioned in XXXX.
Per the terms of our Mortgage Agreement, we pay our Mortgagor certain additional amounts which are to be held in escrow by the Mortgagor in an escrow account, and used by the Mortgagor to pay our homeowners insurance and property taxes.
We received notice from our township in XX/XX/XXXX that our first quarter property taxes were not timely paid, and that interest and penalties had begun to accrue. Our Mortgage Agreement provides that in addition to being obligated to use the escrowed funds to pay our property taxes, the Mortgagor is responsible for any interest and penalties due in connection with failing to timely pay such property taxes when due. Regardless of responsibility for facilitating payment of our property taxes ( and payment of penalties and interest thereon ), we are very concerned about any consequences resulting from the Mortgagors failure to pay the amounts due, including, but not limited to, the impact on our credit score and/or potential tax liens being issued against our property. The first quarter taxes should have been paid on XX/XX/XXXX.
I called Mr. Cooper on XX/XX/XXXX, immediately following our receipt of the late notice from our township. On the call, a representative of Mr. Cooper blamed our prior Mortgagor for not paying the first quarter property taxes. The representative said that Mr. Cooper would pay our first quarter property taxes, as well as any interest and penalties accrued in connection therewith, utilizing the funds that Mr. Cooper holds in escrow, and would, thereafter, bill our prior Mortgagor for such amounts. This process is consistent with the terms of our Mortgage Agreement.
Despite the foregoing conversation, and contrary to the terms of our Mortgage Agreement, Mr. Cooper failed to pay our property taxes and interest and penalties accrued in connection therewith.
In follow-up telephone conversations that I initiated in the ensuing weeks with representatives of Mr. Cooper, A representative of Mr. Cooper said that Mr. Cooper had not paid the amounts due because our township had failed to provide proper documentation and had failed to return Mr. Coopers communication requests. The Mr. Cooper representative did not indicate what documentation was missing and instead told me that the issue had to be resolved between Mr. Cooper and the township directly. Additionally, my wife visited our townships taxpayers office two ( 2 ) times to confirm that the property taxes and other charges had been paid. On each occasion, the township claimed that ( despite what we had been told by Mr. Cooper ) the township had not received any communications from Mr. Cooper and that Mr. Cooper must reach out to the township directly to pay the amounts due. In short, both our township and Mr. Cooper indicated that there was nothing that we, as the homeowners, could do to solve this issue. Nevertheless, in XX/XX/XXXX, I verified on two ( 2 ) different telephone calls with Mr. Cooper representatives that they had the correct phone number for our townships XXXX XXXX XXXX on file, in hopes that the amounts due would be promptly paid.
On XX/XX/XXXX, I called Mr. Cooper again. This time, the representative from Mr. Cooper that I spoke with indicated that Mr. Cooper did not have the past-due property tax bill on file. With my assistance, the agent was able to download a copy of the property tax bill from the townships XXXX XXXX website. The Mr. Cooper representative said that the property tax bill and other amounts due in connection therewith would be paid in full and that I should call back in a little over a week for an update.
On XX/XX/XXXX, I called Mr. Cooper to confirm that the property tax bill and other amounts due had been paid and to ask for an update on the situation. The representative that I spoke with said that Mr. Cooper had confirmed the tax bill amount due, along with the interest/penalties accrued, and that Mr. Cooper would be issuing a check to my township that week. The representative again confirmed that we would not be responsible for the interest/penalties accrued. I was told to call back in five ( 5 ) days for another update.
As of XX/XX/XXXX, the past-due property taxes and interest and penalties accrued thereon have still not been paid by Mr. Cooper. I called Mr. Cooper on XX/XX/XXXX, and the representative I spoke with initially indicated that my repeated requests for the payment of the property taxes and other amounts due had been denied due to missing documentation. When I directed the representative to look through my file, he found the documentation and sounded confused. After being placed on hold for about ten ( 10 ) minutes, the representative came back on the line and told me that my wife and I have done all we can do with regards to this matter and that the rest of the work to resolve this matter is to be handled by the Mr. Cooper tax department. Additionally, the representative said that they are working on the issue ( despite his original claim that our request had been denied ). The representative then directed me to call back on Thursday, XX/XX/XXXX, for another update. I did, and Mr. Cooper told me that their tax department was working on it, but they blamed the prior mortgager for not paying the taxes on time. They also did not have any timeline as to when this would be handled and the agent indicated that they didn't know what else could be done. I indicated I would be filing a complaint with the CFPB and the agent understood my situation.
At this point, we are very frustrated with the situation, and the seeming lack of urgency, attention, or competency by Mr. Cooper. There is plenty of money in the escrow account established by Mr. Cooper to pay the property taxes and other amounts due. It has now been about two ( 2 ) months since my first phone call to Mr. Cooper regarding this issue ( and over three ( 3 ) months since our Mortgage was assigned ), and the first quarter property taxes have still not paid. Such failure to pay the property taxes and interest and penalties in connection therewith is a violation of Mr. Coopers obligations under the Mortgage Agreement and disregards our repeated requests for payment. Interest and penalties continue to accrue, and my wife and I are growing increasingly concerned about a tax lien being filed against our home and/or a negative impact on our credit rating. I am hoping that this issue is resolved as soon as possible.
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03/13/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Public record information inaccurate
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Web |
Older American, Servicemember |
XXXX XXXX XXXX XXXX XXXX XXXX XXXX PA XXXX Cell : XXXX XXXX XXXX XXXX XX/XX/XXXX USPS Regular Mail & E-Mail Portal Only XXXX XXXX XXXX, XXXX & General Counsel , Nationstar Mortgage LLC CORPORATE XXXX XXXX XXXX XXXX XXXX TX XXXX RE : XXXX XXXX Loan Number : XXXX Property Address : XXXX XXXX XXXX , XXXX XXXX FL XXXX Dear Mr. XXXX : Please be advised that I am the late XXXX XXXX son, and received correspondence and calls from your company since XX/XX/XXXX to date concerning the captioned subject.
Also, please be advised that I, XXXX XXXX, am speaking strictly for, and on behalf of myself, by and through my correspondence to you now and in the future.
I am not speaking in any way, shape, or form on behalf of the late XXXX XXXX other XXXX ( XXXX ) sons. Please contact them individually, or collectively, to learn their position ( s ) concerning this matter.
Please be advised that I am not the Executor of the Estate of XXXX XXXX as evidenced by the enclosed email dated XX/XX/XXXX, and Page 1 of XXXX XXXX Last Will and Testament, wherein XXXX XXXX is named as the Executor of the Estate of XXXX XXXX.
Please change your contact information concerning this matter to : XXXX XXXX XXXX XXXX XXXX XXXX PA XXXX Cell : XXXX XXXX XXXX XXXX I am not a customer of Nationstar, d/b/a and a/k/a Seterus and Mr. Cooper. That is now the major issue between Nationstar, d/b/a and a/k/a Seterus and Mr. Cooper and I.
A Complaint was filed with the Consumer Financial Protection Bureau ( CFPB ) on XX/XX/XXXX wherein I addressed the same concerns as expressed in my Complaint against Nationstar, d/b/a and a/k/a Seterus and Mr. Cooper ; and, other concerns about what has transpired to date between all of the parties involved with the late XXXX XXXX, the condominium she lived in XXXX and the mortgage with Nationstar, d/b/a and a/k/a Seterus and Mr. Cooper. I am waiting for responses from both the Consumer Financial Protection Bureau ( CFPB ) and Nationstar, d/b/a and a/k/a Seterus and Mr. Cooper and XXXX XXXX XXXX, XXXX. concerning those Complaints.
The following should clearly exemplify to you that Nationstar, d/b/a and a/k/a Seterus and Mr. Cooper, by and through your various companies, subsidiaries, divisions, departments and affiliated companies, have been, and will continue to burden me with the Complaint in Foreclosure litigation moving forward unresolved between us.
The demand is made that Nationstar, d/b/a and a/k/a Seterus and Mr. Cooper, notify XXXX, XXXX and XXXX that XXXX XXXX should never have been named a party to your Complaint in Foreclosure as XXXX XXXX never had a financial and personal interest in the condominium and the mortgage ; and, that XXXX XXXX is demanding the he be dismissed with prejudice from said action and any actions in the future concerning XXXX XXXX, the condominium located at XXXX XXXX XXXX, XXXX, XXXX, Florida XXXX, and the Nationstar, d/b/a and a/k/a Seterus and Mr. Cooper mortgage, Loan Number : XXXX.
Although your records do reflect XXXX XXXX as not a signatory to the mortgage, that does not dismiss the fact that correspondence is being mailed to the late XXXX XXXX using my personal information, specifically my address, cell phone number and e-mail address. Because of the use of said personal information within your company as the address of record for the late XXXX XXXX, I am continuing to receive correspondence to her as though the late XXXX XXXX lived, or lives with me. Certainly, the Complaint in Foreclosure is testimony of that fact, in addition to what your company has mailed to my address to date.
The demand is made that my name, and the rest of my personal information, be removed from XXXX XXXX 's account with you. More so, I am also demanding the late XXXX XXXX 's personal address, phone number and e-mail address that currently uses my personal information be completely removed from your internal systems.
As stated above, please address any and all future correspondence, and direct contact concerning the late XXXX XXXX, and the new mortgage, to XXXX XXXX as he is named as the Executor of the Estate of XXXX XXXX. Furthermore, I am demanding that you contact him instead of waiting for him to contact you to address this matter in full. Mr. XXXX is aware of the situation between Nationstar, d/b/a and a/k/a Seterus and Mr. Cooper and I and has expressed to me that he does not have any intentions of contacting you about this matter.
The demand is made that you remove any reference of the late XXXX XXXX 's personal information ; and, the matters involving the late XXXX XXXX between Nationstar, d/b/a and a/k/a Seterus and Mr. Cooper be stricken from XXXX XXXX 's credit reports with the three credit reporting companies : XXXX, XXXX and XXXX. Furthermore, the demand is made that Nationstar, d/b/a and a/k/a Seterus and Mr. Cooper notify XXXX, XXXX and XXXX that XXXX XXXX never received a solicitation for a mortgage, and/or other financial instrument ; and, never applied for a mortgage, and/or other financial instrument to Nationstar, d/b/a and a/k/a Seterus and Mr. Cooper ; and, never missed payments, defaulted, or caused foreclosure on a mortgage, and/or other financial instrument from Nationstar, d/b/a and a/k/a Seterus and Mr. Cooper ; and, never had a financial relationship in any capacity with Nationstar, d/b/a and a/k/a Seterus and Mr. Cooper during any time in XXXX XXXX 's life. The demand is made the reports and letters be made available to XXXX XXXX by copy before XX/XX/XXXX, and XXXX XXXX credit reports be made available to him for three ( 3 ) years.
The best and only proof to convince me of this concern of mine is with me receiving the aforesaid documents on a timely basis.
All of the above being said, my examples to my demands is that from XX/XX/XXXX to date many credit card companies ( VISA, XXXX XXXX, and various companies ) have mailed credit card solicitations to the late XXXX XXXX at my address using the information from your company that was either sold to them, or they received in another method from your company. Those are indisputable facts.
The demand is made that XXXX XXXX 's personal information be stricken from any information you provide to other companies through the sales of personal information and/or other methods from your company.
For these reasons, I hope that I have impressed upon and have more than adequately explained to you how your company has burdened me to date because of the captioned matter.
Please contact me by any means if you have any immediate questions, comments, or concerns about this letter to you.
Thank you for your prompt attention to my concerns and demands.
Very truly yours, XXXX XXXX Enclosures
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11/12/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
Servicemember |
NB : I have sole, exclusive, power of attorney for XXXX XXXX XXXX, a XXXX veteran, and should be receiving mortgage statements on this account and am Mr. XXXX sister.
I have submitted numerous complaints against this mortgage company, Mr. Cooper, with the CFPB in past years, yet problems with it continue. I have not gotten a statement from it for a year or more. It also has sent me correspondence in the form of an Annual Escrow Account Disclosure Statement, dated XX/XX/2018, that refers to taxes that it is escrowing, despite that the property taxes on the account have been paid either in advance or on time for the entire length of the loan, which is over a decade.
Concerning the missing statements, I have repeatedly told the company across many years, that the address on correspondence it sends to me has been improperly addressed, yet the small corrections I have requested have not been made. When I called it ( at XXXX ) today at XXXX XXXX, as recorded on my smart phone, it again appeared that the company would not correct the order of the address which may be one reason why statements it claims to have sent to me are not arriving at the address of record. In addition, however, as the representative with whom I spoke answered some of my questions about the address on the statements, it became obvious that the order of the elements of the address she read to me differed from the order of the elements as they are printed and appear on the aforementioned Escrow Statement. So it seems safe to say that this mortgage company is probably unaware of how addresses appear on correspondence it sends and may use different systems to store addresses. But even the address on what I have received in the past is misordered, as one possible explanation about why I have not received anything from it for a year or more.
The address, verbatim, as it appears on above referenced Escrow Statement is : XXXX XXXX XXXX XXXX XXXX XXXX C/O XXXX XXXX XXXX XXXX XXXX NJ XXXX Across many years I have repeatedly asked Mr. Cooper and its predecessor to correct the address to : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, NJ XXXX yet it always refused to make these small corrections and did not make them. I have also been told by the USPS that using the 4-digit extension on the zip code shortens the delivery time because most mail in this area ( suburban to XXXX ) is machine read and sorted. Despite explaining this to many representatives over the years at Mr. Cooper, it also refused to add the zip extension which would have improved the accuracy of the address for a very small correction.
When Mr. Cooper refused to make my requested corrections to the address of record, I then asked it to at least add my name to the second line of the address and to make the XXXX XXXX line the third line in the address. Again, it refused to make that correction as well, or to put my name as the first line and Mr. XXXX name as the second line. So Mr. Cooper refused, repeatedly and habitually, to make any number of requested corrections to the address that appears on correspondence from it that I received.
It is clear that the company does not understand what the address it uses means and does not understand what the proper order of the correct address is or should be. Since I receive the statements, my name should at least appear near the top of the address, particularly for machine sorted mail. None of these requested corrections were made by Mr. Cooper, however.
I have had trouble with mail delivery at the address for other mail in the past and have filed many complaints about it. So I have done everything possible to ensure that I receive the USPS mail I am suppose to receive but know that there have been failures at the USPS to deliver all of my mail in the last 18 years since I have had the current address. I dont know of another instance, however, besides the Mr. Cooper mortgage statements, in which an entire series of statements simply disappeared altogether for an extended period of time. Therefore, I ask the CFPB to commence an investigation of fraud concerning the missing statements that might include mail fraud of some kind, as well as financial fraud.
In the past, a relative, XXXX XXXX XXXX ( and various aliases from this name ), attempted to sell this property illegally until I caught the real estate agent hed recruited for this purpose and she stopped serving him once she became convinced that his request was fraudulent. I know that the same individual interferred with the insurer on the property in the past as well and was sent confidential information from the insurer that he should not have received. I have no idea whether XXXX XXXX XXXX has again attempted to gain possession of this property, but that is something the CFPB should include in its investigation, whether this individual has contacted the mortgage company in an effort to obtain confidential information he is not entitled to and some how interrupted the delivery of statements to the proper address.
Concerning the taxes due on this property, over half of the annual taxes were paid earlier than they were due this past XXXX. The remaining will be paid before they are due in a few days. They are paid electronically as they have been for most of the life of the loan. So the CFPB needs to sanction Mr. Cooper for writing to tell me that it is escrowing taxes when it should not be. Since I never received a statement from it stating what the insurance costs it is charging are, it should also be fined and sanctioned for those actions and it should be prohibited from levying any penalties or interest for the escrow it claims is due on this account.
In addition, it appears that Mr. Cooper may be the source of reporting a false address for Mr. XXXX to credit reporting agencies. Specifically, statements on this account are sent to me at the NJ address of record. Mr. XXXX does not live here and has never lived here aside from visiting his family at the NJ address. I do not want Mr. XXXX name reported on my credit report nor my name or address reported on his credit report. Yet Mr. Cooper, which has proven to be an endless source of incompetence for many years yet still is allowed to operate, appears to be doing both. If so, its false reporting to credit bureaus should also be heavily sanctioned for its recalcitrant violations and for increasing Mr. XXXX 's and my exposure to identity theft. Mr. Cooper should not be allowed to acquire any more mortgages, it should be shut down and its assets sold. Until then, it should be HEAVILY AND CONTINUOUSLY monitored since it has repeatedly failed to attain lawful standards of a mortgage servicing company.
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11/20/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Trying to communicate with the company to fix an issue while managing or servicing your loan
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Web |
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Good Afternoon, Please reply and I will call and reschedule our phone consultation ASAP!!
I've attached all of the documents your video said to have available.
The summary of our ongoing NIGHTMARE with Nationstar / Mr. Cooper / XXXX are as follows : When we purchased XXXX XXXX XXXX XXXX Multi-Family apartment complex it was to aid in our " Non-Profit '' housing desire.
XXXX XXXX XXXX. XXXX is the parent company for XXXX XXXX XXXX XXXX XXXX XXXX XXXX Non-profit Org. We are a XXXX XXXX, XXXXXXXX XXXX XXXX XXXX We create long term permanent housing for homeless XXXX and XXXX We've partnered with Hud XXXX, the VA Administration and the Social Security housing coordinators in these agencies to help place all those in need of " XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ).
Since the beginning our mortgage has been repeatedly mishandled!
Over the past 3 years I've repeatedly had to contact Mr. Cooper for mis-applied payments. There was a mortgage increase that we were never notified of and when we contacted them we were told that Mr. Cooper " anticipated an increase ) in our insurance and property taxes. We had our insurance agent contact them and provide them with proof that there was no increase to our coverage. Then we were told the increase was due to an increase in our property taxes. Once again we provided them with copies of our City , County & State property taxes. After that we were told that they were putting funds in an " Unapplied Funds '' account that would cover any increases.
In actuality what Mr. Cooper has been doing since they took over the loan from Nationstar is this.
1st- they increased the monthly mortgage account by {$310.00} WITHOUT NOTICE TO US so now our monthly mortgage amount due was {$2400.00} 2nd-When they receive the monthly mortgage payment of {$2100.00} they applied the full amount of this payment to their " Unapplied Funds '' account 3rd- When they received the following month 's payment of {$2100.00} they pulled the {$310.00} plus late fees/ penalties/ Interest and left the balance in " Unapplied Funds '' that went on for a year.
4th- When we contacted Mr. Cooper and requested an escrow analysis and a total amount to bring our account current and in " good standing '' we were given the amount of {$6500.00}. This amount was paid to Mr.Cooper and proof of payment was sent to them.
5th- But once again the extra payments were applied to " Unapplied Funds '' and nothing was posted to our account.
( I've got copies of every email, every person we spoke to, summaries of the conversation and what we thought would be an end to this madness.
We finally got it escalated to a Department head at Mr. Cooper who informed us that we'd needed to speak to " Velocity '' to get everything cleared up. In speaking with Velocity we were offered a " Reinstatement Agreement '' in which we were to wire {$9600.00} to Mr.Cooper/XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX which we did.
This was to have cleared up all of the posting errors, closed out the mysterious " Unapplied Funds '' account, credit the late fees, interest and penalties. This was also to remove the increase Mr. Cooper was " anticipating ''. Just to get ahead we included 2 additional payments so there would be no questions.
We had been sending them {$2400.00} as the Reinstatement Agreement notated but once again these funds were placed in " Unapplied Funds '' and the madness had just started over.
When we contacted Velocity we were told that Mr.Cooper is now disputing the Reinstatement Agreement terms and on XX/XX/2023 they charged us ( 21 ) late fees in the amount of {$60.00} each. When asked how they could contest the agreement they drafted and why they were so willing to waive these fees BEFORE RECEIVING THE WIRE we were told someone would get back to us. To date that has never happened.
So once again we caved and sent the amount they said was due which included the ( 21 ) late fees {$3800.00} for the month of XX/XX/2023. As of today Mr.Cooper 's online account review shows us as being behind and the amount due once again is {$3800.00} and once again Mr.Cooper is charging us the ( 21 ) late fees!
Now in the past 3 years I've never gotten a return call from Mr.Cooper or Velocity but last month the building sustained roofing damage from a wind and hail storm which our insurance carrier sent us a check to cover the repairs to the building. Since the check was in excess of $ XXXX it had to be made payable to everyone on the mortgage XXXX XXXX XXXX XXXX, Velocity, Mr.Cooper ) We sent the check to Velocity who quickly endorsed it and returned it but when we sent it to Mr.Cooper this was their response : " In situations like this we prefer that you endorse the check, send it to us, then we'll deposit it into a " Unapplied Funds '' account and as work is completed in stages we will order an inspector to go view the work and they will dispense it in smaller portions directly to our contractors ''.
Now considering that this madness has been going on for 3 plus years we're not comfortable sending them another tool to use in this mortgage madness but now Mr.Cooper 's Insurance Claim department is calling us daily asking us to forward the $ XXXX roofing repair check to them. An agent actually stated that at times Mr.Cooper will take the full amount of the insurance check and apply it to the principal balance. When asked how this protects and repairs the property we were told that ( 1 ) late fee could make the difference and considering that Mr.Cooper has posted ( 21 ) late fees twice in a 60 day period we're not confident nor comfortable sending the check to Mr.Cooper.
With the principal balance only being $ XXXX we've been unable to locate a commercial lender for such a small loan amount but we also don't want this to continue and we desperately want to continue to help all those in need of housing. Definitely our XXXX XXXX XXXX, they're owed it and they most certainly deserve it, Please take a quick moment and view our website " www.Asafeplacetolay.com '' Our goal is to finally bring this HORRIBLE EXPERIENCE to a close. We're not behind on payments but we're now very tired of playing games with Mr.Cooper.
PLEASE HELP!
1- 12- months of Mortgage statements ( we have 36 months ) 2- An Annual Escrow Analysis ( included ) 3- Copies of the Mortgage ( included ) 4- Cancelled Checks / Bank Statements from our Banks showing the paid amount to Mr.Cooper ) 5-Identify the errors in posting of our payments 6-Provide proof of written dispute ( Copy of complaint filed with CFPB ) No response has ever been received from Mr. Cooper 7-Copies of copies of all documents
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12/15/2022 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
My husband And I had bought our home in XXXX through a VA loan serviced with XXXX. In XXXX of XXXX, we turned in our homestead exemption letter from XXXX XXXX stating that we are XXXX XXXX exempt from property taxes for my husband being XXXX XXXX XXXX from the XXXX. This took out payment from {$840.00} a month to {$590.00} a month. An absolute blessing. This year, in XXXX of XXXX, My loan was bought out by Mr. Cooper Mortgage Company. We received a single letter in XX/XX/XXXX stating there was nothing we needed to do on our end and all will go on as it has. Payments stayed exactly the same as nothing had changed. XXXX XXXX I logged into our mortgage account and saw a red exclamation point stating we were {$1300.00} short in our escrow. Upon further investigation I saw they raised our mortgage from {$590.00} to {$890.00}. I looked into our escrow and saw they reattached property taxes onto our bill. I called, and was told yes, they could see my paperwork, but no- they did not input it. Negligence on their end. I was told to resubmit our paperwork to some emails and it will be fixed in XXXX business days. On XX/XX/XXXX I received an email letter stating that they had in fact contacted XXXX XXXX and confirmed our exemption aswell as everything should be reflecting such. I login and see it is in fact not corrected. I called again, and was told it will take another 5 days to show. So I wait. Once I finally see the property taxes were taken off, my payment was not reflecting such. Another phone call later and I realize my escrow is in fact short from XXXX cutting a check when the exemption was submitted in XXXX, not a big deal- I was on the phone with the tax dept and I verified the exact amount short of {$1300.00} and I paid that amount while on the phone with Mr. Cooper XXXX The payment was still not reflecting this fix, so I had to request they run a new escrow analysis again to reflect the correction. When the escrow analysis was reran, they stuck the property taxes back onto the account. I called, and every single time I would have to speak someone I always got different answers, and every single person was telling me I only had a partial exemption even though this was incorrect. This outraged me. I was told once again by different people to resubmit my paperwork, and I was told multiple times I had to send it to XXXX different emails, so I did. At this point my grace period is running out as I do not want to give them extra money they do not require from me. I only had a few days left in my grace period so I made another phone call on XX/XX/XXXX to check on the status. This person proceeds to tell me I have to wait an entire year for them to fix my mortgage. She claimed they wanted to receive a tax bill showing all XXXX to take off my property taxes. They did not want to accept my exemption letter from XXXX XXXX. I'm almost positive that is illegal as XXXX XXXX tells me the letter they give me should be the only thing needed to remove the taxes off our bill. When I try to correct this woman she continues to tell me she is correct and I am wrong so I hung up. This company has made me feel so defeated. I started sobbing in my living room. She calls me back and I am sobbing on the phone with her, telling her nobody is listening to me, I'm not trying to scam anyone or anything so I do not understand why they are fighting me so much over something we have the privilege of having now, granted it took my husband doing 10 years in service and becoming XXXX to get it. It took me sobbing on the phone for someone to finally listen to me. She then contacted her XXXX, and her XXXX contacted someone in the tax dept and they said give it XXXX hours to be resolved. XXXX hours later, sure enough my property taxes were remitted off the account finally, but my payment was still not reflecting so, as I only had about XXXX more days of grace period left, I called again. So, on XX/XX/XXXX I logged online and did a quick live chat to see if they had a time when it would be ready so I could pay. The guy online proceeds to tell me my new payment will be {$610.00} as I am still short in my escrow another {$300.00}. What? I have no alert on my account stating I am short another {$300.00} as not even XXXX weeks ago I had submitted the shortage of {$1300.00} to my escrow WITH the tax dept on the phone. I had verified the number and everything before sending payment. The online chat guy would not give me a clear answer, so I ended the chat and made the phone call. I sat on the phone with a lady for XXXX minutes as she was calculating everything to try to figure out where this XXXX was coming from. She could see the XXXX, but nothing was indicating WHY it was XXXX short after me paying XXXX. She ends up putting me on hold and when she comes back she proceeds to tell me that Mr.Cooper likes to keep extra money in the escrow as policy. A policy I've never been informed of. As stated above, the only thing I have ever received from Mr. Cooper was the transfer paper telling me not to worry although I had plenty to worry about as they didn't input my paperwork. I have never received any policies or disclosures from this company. Never. This blew my mind as XXXX never took extra money from me, they only took what was needed to pay my taxes and insurance. And I was also upset it took her XXXX minutes to tell me it's just policy.
This has been XXXX of the absolute worst companies I've ever had to deal with. I tried to list all the important details, but this does not account for social media messages, online chats, and all of the other phone calls I made to them trying to correct our mortgage. I can not believe this company would not accept our homestead exemption, or the fact that it was given to them form the beginning and they were negligent in putting it into their system correctly. I feel this is negligent and I am also worried they will mysteriously lose my escrow money as others have stated all over the internet. I'm very suspicious of this company, again, nobody would listen to me or take me seriously until I was sobbing on the phone. My account is finally okay, but with this increase from {$590.00} to {$610.00} I am very wary of what they're actually doing. I did research this " policy '' afterwards of being notified, and I am upset I had to learn this way rather than Mr. Cooper sending me informative paperwork. As stated above, when the resolution letter for the taxes was approved on XX/XX/XXXX, that email stated I would receive paperwork about it, which I never did. They will hide everything from you if you do not stay on top of them. This is how they treat veterans.
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08/02/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I am writing today regarding an almost 6 month long ongoing issue with Mr. Cooper and my mortgage loan with them.
In XX/XX/XXXX, I received notification from Mr. Cooper that they created an escrow account connected with my mortgage loan due to non-payment of taxes.
On XX/XX/XXXX, I sent a letter and documentation ( See Pages 1-6 on attached document : XXXX_Proof of Property Tax Payments ) to the correspondence address they provided in the notification which included proof that my taxes were indeed paid to the City of XXXX, with the last quarterly payment issued on XX/XX/XXXX for the XX/XX/XXXX payment. I requested in this letter that the escrow account be removed from my mortgage loan, and that they seek a refund from the City of XXXX for funds that have paid erroneously.
After 6 weeks of no response, I called Mr. Cooper and was connected with an individual in the tax department. I explained the issue at hand and was informed that my initial correspondence was never received. She then directed me to send the information via email and provided me with two ( 2 ) email addresses ( XXXX and XXXX ).
I sent the documentation that same day, XX/XX/XXXX ; followed up on XX/XX/XXXX, then again on XX/XX/XXXX and again on XX/XX/XXXX, receiving no response from either email address at all.
I then decided to contact the company through their email system on the Mr. Cooper website. I received notification to the effect of this will be reviewed and you will be contacted, but that never happened either.
After these repeated attempts via mail, email and phone calls, I finally managed to speak to XXXX XXXX on the Executive Resolutions Team on Friday, XX/XX/XXXX approximately 4 MONTHS after my first communication to Mr. Cooper.
After some time on the phone, she informed me that City of XXXX sent Mr. Cooper a bill for unpaid taxes back to XXXX. I found this astounding since I have never received any notification from the city via letter nor in my quarterly tax bill that any taxes were unpaid from 2 years prior. I can assure you that there is no municipality that would allow unpaid taxes linger for over 2 years.
I then immediately downloaded proof of payment for taxes in XXXX from my XXXX XXXX account and sent them to her. She assured me that this would rectify the situation and that I would be notified of such resolution within 3-5 business days.
With no response within that time, I reached out to her again on Monday XX/XX/XXXX, to which she responded that the tax team has verified XXXX property taxes were already paid, and a refund due escrow. Estimated time of refund is 6-8 weeks. The request to remove taxes from escrow has been escalated. Hopefully there will be answer by end of business XX/XX/XXXX.
Again, with no response, I followed up again on XX/XX/XXXX, to which XXXX responded I apologize for the delay in getting back to you. Because the taxes were delinquent at the time you made the payment taxes will remain in escrow. If you would like to escalate this further, send an email to XXXX. Include all details regarding the XXXX taxes. ( See attached document : Email Correspondence Between XXXX XXXX and XXXX XXXX XXXX, XXXX through XX/XX/XXXX ). After 5 frustrating months, I was referred back to the email address to which I first corresponded, with no response.
Upon receiving XXXX useless response, I called her immediately, only to get her voicemail. I then pressed 0 as directed to reach another Executive Resolutions Team representative. I spoke with a gentleman named XXXX. I quickly explained my situation and asked to speak with a manager. He put me on hold for 10 minutes to try and find one and then informed me that they were all in a meeting, and that he would have a manager call me back within 24-48 hours. I have not received that phone call.
There are no delinquent taxes on my account with the City of XXXX ( See pages 7-26 on attached document : XXXX_Proof of Property Tax Payments ). This documentation shows a summary of the payments, as well as the actual statement withdrawals taken from my XXXX XXXX account starting in XXXX through XX/XX/XXXX. There are no missing payments.
Also included is a copy of the XX/XX/XXXX Tax Bill from the City of XXXX which shows a credit due to overpayment on the account, since the taxes have been paid up to date by me ( See page 27 on attached document : XXXX_Proof of Property Tax Payments ). The XX/XX/XXXX payment that was automatically sent from my XXXX XXXX account was returned to me with a note that they could not accept payment on an account with a credit balance. The credit is due to Mr. Cooper sending tax payments that were not due, as there were no delinquent or missing tax payments.
In the meantime, I have continued to pay my monthly mortgage in the amount of {$1300.00}, however these payments have been paid to escrow and subsequently sent to the City of XXXX ( I was just notified of a payment being sent for the XX/XX/XXXX payment ). This has resulted in my mortgage loan not being paid in full ( even though I have the monthly payments ) and has now affected my excellent credit rating, which has now plummeted over 72 points, leaving me in a poor credit rating position, by no fault of my actions.
I DEMAND the following actions be taken immediately : The escrow account be removed from my mortgage loan account ; The monthly payments that I have made be re-applied to my mortgage account in full ; Mr. Cooper to correct their reporting to the credit bureau in order to reinstate my good credit standing as it was prior to this debacle ; Mr. Cooper should coordinate a refund from the City of XXXX for taxes paid. I will pay the city the taxes owed directly. I WILL NOT PAY MR. COOPER FOR THE TAXES THAT THEY HAVE PAID IN ERROR. This is Mr. Coopers problem. They will need to fix it.
This is a demonstration of gross business practices on the part of Mr. Cooper. Not being able to speak with someone directly and have the issue dealt with promptly is just pure incompetence and disgusting disregard for your customers. Further finding out that Mr. Cooper, formerly known as Nationstar Mortgage, just recently agreed to settle an action commenced by the Consumer Financial Protection Bureau ( ccd here ) for {$91.00} million to resolve allegations surrounding mortgage servicing misconduct and deceptive practices that resulted in financial harm to borrowers, makes this even more egregious that you continue to deceive and defraud your customers.
6 months of this. How pathetic.
I look forward to your immediate response.
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09/09/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Information belongs to someone else
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Web |
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NOTICE OF ERROR/REQUEST FOR INFORMATION Notice of error, complaints, request for information or other qualified written requests Attn : Customer Relations XXXX XXXX XXXX XXXX, TX XXXX Re : Error Resolution Notice under 12 C.F.R. 1024.35 and Complaint for Non-Responsiveness to Lienholder Mortgage Loan Number : XXXX I am writing to request correction of the error described below regarding my mortgage on the property at XXXX XXXX XXXX, XXXX, TX XXXX.
Be advised of the following : 12 C.F.R. 1024.35 ( a ) Notice of error.
A servicer shall comply with the requirements of this section for any written notice from the borrower that asserts an error and that includes the name of the borrower, information that enables the servicer to identify the borrower 's mortgage loan account, and the error the borrower believes has occurred. A notice on a payment coupon or other payment form supplied by the servicer need not be treated by the servicer as a notice of error. A qualified written request that asserts an error relating to the servicing of a mortgage loan is a notice of error for purposes of this section, and a servicer must comply with all requirements applicable to a notice of error with respect to such qualified written request.
I am requesting information to be corrected and distributed accordingly relating to the following identified issues as defined under 12 C.F.R. 1024.35 ( b ) Scope of error resolution categories : 1024.35 ( b ) ( 8 ) : Failure to transfer accurately and timely information relating to the servicing of a borrower 's mortgage loan account to a transferee servicer ; and, 1024.35 ( b ) ( 11 ) Any other error relating to the servicing of a borrower 's mortgage loan.
Following direct attempts to make contact, ignoring my contact attempts, revisiting previously my attorney RESPA request containing 31 points, late return of documents to comply with the RESPA, and assertion that you will not remedy per previous CFPB complaint, I am addressing the matter here.
Your company does not have the correct address for me and did not make any efforts to correct my address since the date of loan origination on XX/XX/XXXX. Refer to the document titled Enclosures, and I have made multiple attempts to correct this through the only means known, XXXX, the purchasing investor.
I was never aware this loan originated and in fact, per responses from the major credit bureaus, your company put forth defenses against my claims of fraudulent addresses showing on my credit file ; addresses belonging to XXXX, or XXXX XXXX XXXX and Mr. XXXX XXXX.
Error of Disclosure : As my mortgage servicer, you have a duty to make transparent all items relevant to my mortgage. Your company failed to meet minimum standards with this regard to disclosure of mortgage activity since the date of origination. By incorrectly naming the payor as me and taking payment from another, you company precluded the possibility for direct transparency.
Error in remittance Your company has been taking mortgage payments from XXXX, or some assign that is not me. This party must no longer have access to communicate or transact with your company. I am the lienholder and the single point of contact for all matters pertaining to this loan. No other person or entity other than I shall have access for any purpose and this must be corrected immediately.
Furthermore, it is my belief that your company has disclosed mortgage information without my consent to a third-party home investor and likewise taken payment from this investor knowingly under the false pretext that the payments were coming from me. This has not been authorized and is not allowed. I verified this on a call with your customer support on XX/XX/XXXX. Refer to enclosure titled Customer_Correspondence. This was provided as a direct reply to my inquiry on the loan. I do not have any knowledge of how these payments were made from where they came, the origin of the monies, the transactional records relating to the payments, or otherwise any understanding of how you came to accept these payments.
It is my explicit direction as the named lienholder that no other individual or entity is authorized to have information from your company about my mortgage, notwithstanding XXXX XXXX with a durable Power of Attorney. It is my further explicit direction that as the named lienholder that no other individual or entity is authorized to inquire about my loan or have revealed any details by any means relating to my loan for any reason at any time. This direction shall supersede any previous authorization otherwise expressed or understood as any such expression or understanding would have been erroneous and/or mistakenly interpreted.
Identity Errors in Address and Misreporting Thereof : Your company incorrectly assigned my address connecting my name with the property address of the home buying investor, XXXX when originating this loan. Refer to attached enclosure Mr. Cooper Mortgage Escrow Review Statement XXXX ( Postmarked XXXX ). Your company has not made available information on who/what entity has been responsible for payment remittance from the date of mortgage origination to present.
Your company has not been properly reporting the mortgage to the credit bureaus, namely XXXX, XXXX, and XXXX. Specifically, and to expound, your company is reporting that I am making the payments to reduce the debt. This is untruthful and needs correction.
Your company failed to maintain clarity and consistency in escrow credits and delivery of information. I received a check with the wrong address to my name on XX/XX/XXXX, for escrow calculations for year XXXX. I have not seen any disbursements or calculations for XXXX and request this be corrected or clarified.
This erroneous reporting is present and visible today on my personal income tax transcript. I did not report paying any mortgage interest when filing my returns because I did not. My XXXX income tax transcript shows that Nationstar Mortgage dba Mr. Cooper reported this to the IRS. I will provide as evidence a copy of my Income Tax Transcript as made available via IRS.gov, where you will find the identified reporting of " XXXX XXXX '' for personal income tax purposes.
Immediate correction is demanded and removing of my name from this loan likewise. I recommend if not resolved here, this matter be turned over to the IRS for investigation, specifically as to how my tax return was associated with payments I never made.
Sincerely, XXXX XXXX
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01/12/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My experience with Nationstar/Mr Cooper was extremely frustrating, unexcusable and no one else should have to endure this kind of abusive, unfair and deceptive treatment by a creditor. I request the following actions be taken : 1 ) Mr Cooper improve their website/communication with their customers, 2 ) Mr. Cooper adequately train their representatives to accurately provide information to their customers, 3 ) Mr. Cooper provide an escalation path for customers and backup for their representatives that may need to be out for health or other issues, and 4 ) the removal of all the late payments/negative hits from my credit report ( joint account held by me and my husband ).
The following is a summary of the events that occurred beginning in XXXX of last year that resulted in negative hits to my credit file. I made my payment like I always do on time at the beginning of XX/XX/2019. Up until this point, I had no late payments on my Mr. Cooper accounts. The payment was rejected and was returned to my bank on XX/XX/XXXX. I called Mr Cooper on XX/XX/XXXX and was told at this time that my loan had ballooned. Up until this point I was not aware that the loan was going to balloon. ( At the end of this ordeal, I went back through the website and after much direction by a care rep and many clicks later, was able to find the communication that my loan was going to balloon BUT it was in no way easily found without help. Their notice to me was wholly inadequate. Had I known it was going to balloon I would have worked on a re-fi before the balloon date. Note that I have no other late payments with any creditor. ) When talking to customer service at Mr Cooper, they suggested that the best path to pay off the balloon was to complete a re-finance. I was put through to a loan broker, Mr. XXXX, who walked me through the application process. He indicated that I could complete the re-finance by the end of the month or early XXXX. I wanted to ensure that I would not have a negative impact to my credit and the broker indicated that there would be no impact to my credit as long as the re-fi was in process. I completed the application and submitted all the paperwork that was requested. On XX/XX/XXXX I received notice that the application was complete and I would be contacted by a processor shortly to complete the loan. On XX/XX/XXXX he requested additional information ( tax returns ) and I tried to submit them but the portal link was no longer available. He wanted me to submit via email but I did not want to send confidential documents over an unsecured platform. I followed up with him again on XX/XX/XXXX but he wouldnt respond to my calls or emails. I escalated and left messages for his manager and talked to other brokers at Mr. Cooper. Other loan brokers said they couldnt help me and that I would need to follow up with Mr. XXXX. I left multiple messages for his manager ( including with other managers ) but the manager never contacted me. Finally on XX/XX/XXXX, the broker connected with me and I found out that he had had a XXXX XXXX but no one was covering for him. He was able to re-set the portal so I could submit my tax returns. I then again asked about timing and he said it might be delayed to the end of XXXX but he continued to assure me that there would be no negative impact to my credit given the re-fi was in process. I tried to connect with him again on XX/XX/XXXX but was unable to reach him again until XX/XX/XXXX. In the meantime, no one would provide back up support and I could not reach his manager nor did I receive return calls from him. Apparently, he was out again for health issues with no backup. On XX/XX/XXXX, the broker indicated that there was a problem with the lienholder and that he would work to seek an exception through his management. I again tried reaching the broker to figure out how to move forward and was not able to reach him until XXXX XXXX. On the XXXX, he indicated that he was still working to resolve the balloon and said that I would need to restructure my debt. After much back and forth I was able to determine that the re-fi had been cancelled because the current loan had ballooned. I called and talked to multiple people in all different departments of Mr Cooper, all of which gave me different answers but no solutions and no opportunity to escalate. I then received notice that I had a late payment hit to my credit. I was so upset I called around and again talked to multiple people within Mr Cooper care. No one was able to help me identify possible solutions except to pay the balloon. The broker kept saying that I should try to get Mr. Cooper care to obtain an exception but no one I talked to thought it was an option and no one was willing to escalate to a representative/manager/decision maker. I exchanged multiple emails with the broker on XX/XX/XXXX and he indicated he would continue to work to find a resolution. Early morning XX/XX/XXXX, I received an email from the broker saying FIXED. I was elated and sent a note back asking when we were going to close. I was horrified to receive a returned email indicating that he had sent the note to the wrong person and that he couldnt do anything for me. At this point I felt like Mr. Cooper had duped me from the very beginning and I wanted nothing else to do with them. I then contacted a different mortgage broker and followed through to obtain a re-fi from another mortgage company. I completed the re-fi in approx. 30 days. If I had known that Mr. Cooper was going to reject my re-fi, I could have completed the re-fi through another provider before it would have been reported late on my credit. Also, if their notice of balloon was adequate through better customer communication ( intuitive portal ), I would have refinanced long before the balloon hit. If Mr. Cooper would have been honest with me at the very beginning, then I could have resolved the situation before there was a negative impact to my credit. This was unfair and deceptive treatment and Mr. Cooper should not be allowed to treat people this way. Again, I request the removal of all negative hits to my credit by Mr. Cooper. I also request that further action is taken to remediate Mr. Coopers practices so no one else is subjected to this unfair and deceptive behavior. I also feel very bad for Mr. XXXX as he obviously was undergoing significant health issues and had little to no support by his company. I hope he is doing better and Mr. Cooper changes its employee practices.
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08/17/2023 |
Yes |
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- Trouble during payment process
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Web |
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I am sending you this email on the suggestion of a realtor that I have spoken to about what I am currently dealing with my mortgage company, Mr. Cooper ; in hopes that it does not fall of deaf ears.
I am filing this complaint against my mortgage company, Mr. Cooper. XXXX of XXXX, I was laid off and entered a XXXX XXXX XXXX with Mr. Cooper, which expired XX/XX/XXXX. Prior to the expiration date, I was contacted by Mr. Cooper in XX/XX/XXXX to discuss the remedies available to me to get my mortgage up to date, to prevent me from losing my home. The options I was given were to pay the due balance up front, refinance or have the balance accumulated during the forbearance period to be put to the end of my loan. Because I am not able to pay the balance due up front, I chose to have the balance due applied to the end of the loan. I was told that I would be receiving paperwork that needed to be signed, notarized and sent back to Mr. Cooper for the agreement. ( I have a copy of the paperwork ). I was also informed that I may qualify for mortgage relief through the Virginia Mortgage relief program, so I decided to apply. I was informed that there was no guarantee of being approved for the relief and in order to not go into default on my mortgage, so in the case that I was not approved I would have to already have Pandemic Relief Plan in place, meaning I would have to get the paperwork that was sent to me completed and back to Mr. Cooper by XX/XX/XXXX. I completed the paperwork/notarized in XXXX ; However, I did not mail it back to Mr. Cooper until XX/XX/XXXX ( I have the shipping and tracking information to prove date mailed and date Mr. Cooper received XXXX paperwork ). I purposely waited until the last minute to give time for me to receive an approval or denial for the XXXX XXXX XXXX. XX/XX/XXXX, I was approved for the mortgage relief funding from XXXX XXXX XXXX XXXXXXXX. I called Mr. Cooper to inform them of the information and to see if there was anything else that they needed from me on my end. The representative informed me that she did see that I was approved but the money had not been received yet and until the money had been received, I was responsible for paying the due balance. She informed me that she did not see that I had sent the Pandemic Relief Plan paperwork back yet, and I informed her that I still had it and was not aware that I needed to send it now that I had been approved for the mortgage relief. Again, she insisted that I was required to send the forms back or I could be put in default on my loan if the payments from XXXX XXXX XXXX were not received. I specifically asked her what happens if the payments are made and you receive the paperwork later. I was told that the payments would be accepted and the Pandemic Relief Plan would not be needed because I would be up to date on my payments from the payments made from XXXX XXXX XXXX. I asked her this question several times, and got the same answer.
Again, I purposely will not mail it back to Mr. Cooper until Friday, XX/XX/XXXX and it was received/signed for by Mr. Cooper on Monday, XXXX XXXX ( I have the shipping and tracking information to prove date mailed and date Mr. Cooper received the paperwork ).
XXXX XXXX XXXX XXXX and they made the payments on my behalf directly to Mr. Cooper. in the amount of {$21000.00}, bring my mortgage up to date. Those payments were made on XX/XX/XXXX. The payments were applied to my mortgage and I called to confirm with Mr. Cooper that the payments were received and I was even informed that my next mortgage payment was not due until XX/XX/XXXX. I also received my mortgage statement in the mail dated XX/XX/XXXX that states that my next payment was not due until XX/XX/XXXX.
Without any email or phone call inquiry, Mr. Cooper reversed the payments that were made on my behalf by XXXX XXXX XXXX XXXX and enforced their Pandemic Relief Plan, without notice to me until out of the blue I received a notice in XXXX from Mr. Cooper that my XXXX payment had not been received ; this prompted me to log into my online account to check what was going on and that is when I saw that they has reversed all the payments that they had definitely received prior to the the forms that they insisted that I send back ; disregarding the assistance that I received on my behalf by the state so that I would not be in default. I feel that this was maliciously done, putting me a position to lose my home. Monday, XX/XX/XXXX I spoke with someone named XXXX who claimed to be a XXXX. In the beginning of our call she insisted that it was my fault because I signed the agreement and once informed her that I could see that the payments were posted prior to them receiving the paperwork that I felt coerced into signing and asked her to listen to the phone call that took place on XX/XX/XXXX, she stated that during the phone call that she saw what happened and that it was not right and should have never happened. She stated that she would talk with her XXXX to see how it could be corrected and would contact me on Monday, XX/XX/XXXX. After not hearing from her on Monday, I contacted her today, Tuesday, XX/XX/XXXX and she claims that she spoke with management and there was nothing that could be done. I asked XXXX if the calls are actually recorded as they claim prior to speaking with clients and she states that they are. I asked how I would be able to get copies of the correspondence between herself and me and the call that was made on XX/XX/XXXX, and she told me I would need a court order.
I feel like I have been purposely wronged by Mr ,. Cooper in order for Mr. Cooper to somehow profit from what they have done to me. I do not understand how they took it upon themselves to make that decision for me. If I did not need the help to bring my mortgage current so that I do not lose my home I would not have applied for XXXX XXXX XXXX XXXX I should have definitely been informed of their intentions/actions.
I am seeking to have the money that Mr. Cooper decided I was not entitled to from XXXX XXXX XXXX XXXX replied to my account their Pandemic Relief Plan be null and void. They are still in possession of the {$21000.00} and it is sitting in an " unapplied funds '' account.
I have the following available if needed : Tracking receipt for Partial Claim documents Mr. Cooper insisted that I send back.
Copy of the transactions that were posted on my behalf by XXXX XXXX XXXX and the reversal transactions done by Mr. Cooper
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05/27/2020 |
Yes |
- Debt collection
- Mortgage debt
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- Took or threatened to take negative or legal action
- Seized or attempted to seize your property
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Web |
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This is a continued " Phantom Debt '' to which is aided by heavy handed law firms aiding and abetting in stealing real property disguised as a " debt '' owed.
The Debt was with an entirely different lender named in the contract and under Contract law of California CCP 337 had expired many years ago. Despite the facts, the Attorney 's are forcing and aiding in theft by impersonating a " Fictiticious Debt '' owed to " Some entity '' that is not logically possible.
After having clearly been time barred under all applicable laws. The " Note '' was said to be revived and having contrary claims made, that again are impossible.
Despite the facts of a very old debt of which last payment was XXXX. A series of unlawful criminal felony acts were aided by shielding the true facts and using California 's non-judicial scope as the backdrop for the perfect crime of Grand Theft of Real Property.
The players are high level Attorney firms. Most are not even Registered in California.
This allows a series of threats to start out the process of which is a continuous aiding and abetting of federal crimes, including bringing Fraud on the Court by inserting made up facts ; fabricated fact patterns to aid inserting unrelated case law to persuade the Courts to have resulted in various parties, ( heavily backed by trillions of dollars ) to aid in the front liners of those parties being forced to enter the Courts.
Once enter the Courts, the Aiding and Abetting Attorney 's start the scheme to defraud the Court of Fabricated, and False Debt.
This scheme is disgustingly unscrupulous and has caused extreme harm, breaking and entering to cause tremendous terrorizing to me and my family, causing XXXX XXXX XXXX and then continues by the Attorney 's hired by said strong armed parties who persuade the Courts despite the laws are not used to Steal, only a disguised version of fabricated lies to the Courts ; and lies to the Regulatory Agencies to cause massive harm to our entire society.
This is revolving around a XXXX PONZI Scheme PLAYERS ARE NOW IN FEDERAL CUSTODY. These persons introduced an agent, XXXX XXXX of XXXX XXXX XXXX XXXX to who set me up and forged my signature on loans and TILA ; and lied about my XXXX properties at the same time in XX/XX/XXXX resulting in refinances of XXXX properties in Southern California.
At the same time XXXX admitted these had " No ability to Perform '' and would rewrite the notes. This resulted in four shockingly hidden balances accrued and new agreements in XXXX informed to Not Pay to allow a revision, at same time XXXX was being sued by CA. DOJ.
Despite the expected loans to be able to perform. XXXX called Due all loans by acceleration, According to provisions of the Deed of Trust item # XXXX.
Then, XXXX stated they were lender taking over. This turned out to be lie. XXXX lied for about XXXX years straight, causing extreme harm by the continued lies and extortion to steal more money under false pretenses. Now underlying was a slew of falsities on each of the loan documents, and this has been a nightmare every single day since XXXX.
In XXXX XXXX, a Notice of Default was filed no other lenders named, only XXXX.
Despite this as a fact. In XXXX XXXX XXXX XXXX took over XXXX XXXX ; and XXXX XXXX XXXX as servicer take over for XXXX said that XXXX has now reappeared in XX/XX/XXXX and sold to XXXX XXXX. That each claim on public records is completely non sense. On XXXX XXXX XXXX " All nonperforming Assets '' went into a Chapter 11 Bankruptcy later resolved as unsecured debt, and discharged.
In XXXX XXXX and the FDIC stated my loan was NOT taken over by XXXX period.
It was a non performing Asset.
Despite XXXX XXXX being in Bankruptcy ; XXXX sold the NOTE to XXXX in XXXX and in XXXX.
Despite the contract having expired and been time barred under CA. CCP XXXX at XXXX years, more than XXXX years past and then in XXXX, I filed a Ch. XXXX bankruptcy and then in XXXX - XXXX was in a Chapter XXXX. I held all my rights to XXXX of my properties during the Chapter XXXX.
Then in XXXX forced to file a lawsuit after XXXX said they would cause a release of the time barred lien, after I hired an unethical Attorney in XXXX who failed to perform, stole funds from me and aided in this scheme to cause harm and profit from my injuries.
This caused me to sue Nationstar acting in a role of alleged Servicer FOR A FALSE XXXX XXXX CLAIM to own the XXXX XXXX XXXX by which expired all rights to enforce as it was time barred in XXXX at XXXX years, and then at XXXX XXXX XXXX years discharged debt.
Now, here since filing a lawsuit in XXXX to which Attorney 's acting in shameful manners to aid in false law and false facts ; despite the continued harassments of fraud by the attorneys aiding in WHICH IS CLEARLY FELONY ACTS stealing rights to my property by " Fraudulent documents '' recorded when clearly XXXX XXXX WOULD NOT THIS COULD NOT BE TRUE OR POSSIBLE. DESPITE THIS, EACH COMPLAINT FILED is answered with the same lying Attorney firms that are the cause of the crimes being done. XXXX XXXX did not take over XXXX XXXX XXXX XXXX performing loan or that which appeared to have been claimed by XXXX in XX/XX/XXXX. XXXX did not take over this loan that XXXX XXXX claims via Aiding and Abetting Attorneys. Those attorney 's are not following any banking laws ; and are making up false facts and evidence to aid in Grand Theft.
This is a scheme to Steal not only my property, my equity, but ruined my entire life and business and have continued to ramp up to levels of crimes that need to be brought to justice. Not in the fake false manners by XXXX XXXX XXXX and XXXX XXXX ; XXXX XXXX and XXXX XXXX of XXXX XXXX Nevada and unregistered law firms to aid in Felony Criminal Acts of XXXX Theft. The loan was XXXX in XXXX ; in XXXX ; it was non performing since XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX in XXXX XXXX ; and held all rights in Chapter XXXX during XXXX & XXXX ; by XXXX had fired incompetent attorney 's ( founded by Fed. Court as such ) fired the thief attorney, who is now under suspension with CA. BAR. Entered the Superior Courts and of which where the Real Fraud to Grand Theft remains. Attorney 's are aiding in Fraud on the Court.
This is a continued pattern to which has been extreme and ruins society and aids in corruption by allowing such continued abuses to which the circle repeats itself here.
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02/08/2023 |
Yes |
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- Trouble during payment process
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Web |
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I'd went through a divorce for a year-and-a-half. I informed the bank that my husband abandoned the marital home in XXXX and asked for him to be removed. They said they had to have a bank account with just my name on it, for one year, to remove him from the title. I did that, in XX/XX/XXXX. I always pay online and the state of my mortgage loan is my # 1 priority. I was awarded the marital home through divorce on XX/XX/XXXX, as we had a previous legal document that this was to transpire, as I put down the entire payment for the home and also cleaned up my ex 's credit from my own inheritance. The court order states that I'm to remove him from my mortgage within five years. In XXXX, I made a payment for my mortgage, and continued to do so in XXXX. In XXXX, it occurred to me that on the mortgage app, it says my mortgage wasn't paid in XXXX of XXXX. I called the bank and a girl named XXXX said that the payment was returned. I told her that no one called me to report it, as they would for previous concerns, and she said I was placed on a " do not call '' list, and said she would remove that feature, to ensure if something should happen again, that I would be contacted. This was after three times I called and spoke to three very XXXX people, who said they wouldn't help me, as I was concerned about now my credit report. They told me nothing could be done. When I spoke to XXXX, I said I'll make payments for the remainder of the year now, and please request for that to be removed, as this was also an oversight on the bank. She told me ( unlike the previous three bank calls to them ) that I have to send an email with the request. I will include the paper trail of all of them, which overall became three emails. Today will be four, because I had another issue with payments and the bank. The bank also did not pay my homeowners insurance to my new company, and the company dropped me. It turned out that Mr. Cooper paid the previous company, so without knowing, I did not have any lapse in coverage. When I asked the insurance department why this happened, I was told, " Though not an excuse, we are extremely short-staffed here. We did receive their invoice and termination letter, but no one read it. '' Unacceptable. I was able to manage to convince the new company to forgive me, and had to constantly monitor the mortgage company, to ensure payment. I've also had an issue with them putting my address as something incorrect on the loan. They took my loan from a previous bank, and wrote the entire thing in wrong. XXXX told me to include that information in the email and I did, along with my tax bill and my drivers license. They refused to update their oversight, instead blaming me and the township and requesting very unreasonable documentation to correct their own mistake. They also said reporting the credit concern was justified, without reflecting on why this was a concern and how badly I was trying to work closely with the bank and be in good standings. On XX/XX/XXXX I emailed Mr. Cooper to address again the non-communication of the rejected payment, so I could address it immediately ( I thought I was making on-time payments, thereafter ), again the address error on their part, my upset with their disconcern with my credit, XXXX, and payment information, and today is XX/XX/XXXX. I haven't heard a thing. On XX/XX/XXXX, I paid XXXX 's mortgage on the same app I use, from that same, solo bank account, for 2 years. I received 23 confirmation emails from Mr. Cooper, that they received my payment. I'm attaching screenshots. This was obviously concerning to me, so I since constantly monitored my checking account to make sure they didn't attempt to make insanely more than 1 mortgage payment. They didn't take any mortgage payment out, and I ensured everyday, that the {$2000.00} I pay, was readily available in my checking account. I again looked today, and it wasn't withdrawn, and I also saw that in XX/XX/XXXX, Mr. Cooper charged me multiple late payments, knowing I paid three months in advance. I called today and spoke to XXXX, who said her manager was going to call me about this, stating the lates were XX/XX/XXXX, not XXXX, and I said that's not what the app says and that's again false, as I prepaid XXXX as well. Upon further review, XXXX said that my bank account says it's closed. I said it is not. She mentioned my previous checking account that I removed two years ago, and I said that I removed that and that I posted to remove it from my account ending in XXXX, as it has for two years now. XXXX said, she would also mention it to the manager because they have been " having payment issues. '' She then took my XXXX payment today, now after the month, and I asked for her notes to reflect this error, and that they AGAIN did not write to nor call to contact me about this, that this is ME initiating to THEM, my concerns about ensuring on-time payments both for my mortgage and that we had a homeowners payment issue as well. She said she documented this and that a manager would have to call me. I asked when today she would contact me, and I was asked, " Oh you want a call today? '' OF COURSE I DO! These people are absolutely ruining my life. They refuse to work with me on any level, they have now gone past the timeframe to address my most recent email on XX/XX/XXXX, their own words, in accordance with the XXXX XXXX XXXX XXXX XXXX, as it's been well after 30 business days, federal holidays included, and they did not request an extension, per their own notes and policy. I am not only concerned about my credit, this also impacts my ex-husband 's credit too, but I can't remove him due to these false notations about my non-attempts to pay on-time, but any other bank won't be able to help me and take over my mortgage with these descrepencies either. Not only has my score gone down because of that late report from XX/XX/XXXX, not one month since, have they reported the on-time payments. So that has drastically reduced my score as well. What's so upsetting is that I chose the bank that I wanted to work with when I bought my home 4 1/2 years ago, and without a say, I was sent to Mr. Cooper and they've made the past year an absolute nightmare, on top of going through a painful and expensive divorce. I will be happy to share the emails and letters sent to them for your records. Please help! Thank you for your time.
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09/16/2020 |
Yes |
- Mortgage
- Reverse mortgage
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- Struggling to pay mortgage
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Web |
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YOUR COMPLAINT XXXX XXXX XXXX Is a lawyer in MA 12 years of experience her firm represents Nationstar Mortgage d/b/a Champion Mortgage on a XXXX man in NH NOT any following NH rules or none XXXX in court forclosing with any StatutoryNotice my self or my brother in MS Again the house is in NH non MA Explained my dilemma with Champion Mortgage and the sale of moms Mortgage from XXXX XXXX after they sued for the second time Basics Nationstar- Champion Foreclosure without proper notice to myself and my brother In MS My brother and both on the mortgage Both should have received the statutory notice brother never received the notice even got notarized letter set to the church he never got the statutory notice from mortgage never got any notice for the hearing or selling house currently in court brother never got most recent court stating the lawyer will come to court because we filed all the lawsuit been 30 days and they never told him still I the XXXX one got 2 days before postdated a month the I did the same thing They attempted Sell by auction nope SOLD they auctioned off and according to the basic NH foreclosure rules and XXXX XXXX XXXX you had many more Some of the basics I will send the entire complaint We have complaint and objections and the lawsuit in court need help NOW COMES, the Defendants and respectfully moves this Honorable Court to set aside the foreclosure sale of XX/XX/XXXX on the grounds that no notice of sale was served or mailed to Defendants. The sale was a chilled sale in that it was advertised in the XXXX XXXX a newspaper published in XXXX New Hampshire, XXXX XXXX. The subject property XXXX XXXX XXXX, XXXX, New Hampshire is in XXXX XXXX. In addition, the property did not sell for a normal price but was sold back to HUD for as an REO property for {$45000.00}. XXXX XXXX died on XX/XX/XXXX, and had taken out a reverse mortgage on the subject property on XX/XX/XXXX, XXXX.to XXXX XXXX XXXX XXXX XXXX. who later transferred servicing to Nationstar Mortgage, LLC D/B/A Champion Mortgage Company. The foreclosure sale is in direct violation of NH RSA 479:26 and contradicts the Affidavit of XXXX XXXX XXXX, attorney for XXXX XXXX XXXX, XXXX. dated XX/XX/XXXX, recorded in XXXX XXXX deed XXXX XXXX, XXXX XXXX. The Affidavit of XXXX XXXX, an authorized agent of Nationstar Mortgage D/B/A Champion Mortgage Company is flawed in that the XXXX XXXX a newspaper published in XXXX New Hampshire, XXXX XXXX and the notice sent on XXXX XXXX, XXXX, has the wrong address of XXXX XXXX who lives in the subject property and XXXX XXXX XXXX, XXXX, XXXX XXXX XXXX was not properly listed on the Affidavit of XXXX XXXX. Defendants XXXX and XXXX XXXX wish the foreclosure sale to be set aside as a chilled sale since they had no knowledge of the sale and wish the sale set aside and plaintiffs be required to auction the property again. Defendants contend had they known of the sale they would have bid {$45000.00} or more to keep the property which is valued 11. Ever since XX/XX/XXXX, it has been alleged that Defendants Note and Deed were placed in a XXXX XXXX XXXX XXXX ( HUD ) XXXX and now the Trust has been transferred from XXXX XXXX XXXX XXXX as servicer to Nationstar Mortgage LLC D/B/A Champion Mortgage Company. 12. After the death of XXXX XXXX on XX/XX/XXXX, there was a dispute over the taxes and insurance of {$240.00} a month. XXXX XXXX, heir to the estate began living in the property at XXXX XXXX XXXX, XXXX, NH XXXX and began paying the {$240.00} disputed amount. Suddenly, the Servicer refused to take payments causing a default. The defaulted amount was {$10000.00} or less however, the Servicer threatened to foreclose. Numerous phone calls and attempts to settle this matter fell upon deaf ears.. 13. Defendants respectfully ask the court to set the Foreclosure sale aside of XX/XX/XXXX, as a chilled sale, wrongful foreclosure as Defendants and Guardian Ad Litem were not properly foreclosure rule my lawyer in FL broke all of the rules never got correct notice brother did not get proper notice the selling never go ability to even offer or refinance anything used my stimulus money to help hire the foreclosure lawyer from he has no help me complaint and objection to the court and even help with a lawsuit he told me This Champion foreclosing without proper notice proper they broke all the foreclosure rules notice sale When asked me she twisted it around so that she tried to tell judge wrong info correct as to sale being posted XXXX XXXX in XXXX XXXX Trying had payment arrangement sent by my personal lawyer advance of property taxes for XXXX in change to XXXX XXXX when got in serious trouble forced to sell now champion, we were told has our POA and arrangement will move to new mortgage person every payment was returned now foreclosure without proper notice All foreclosure rules broken violation RSA479 Champion The foreclosure timeline from a legal perspective Typically, your lender will send you a letter giving you 30 days to cure, which means to bring your loan up to date. If you fail to cure, your lender will accelerate your mortgage obligations, which means that your entire balance becomes due. To complete the foreclosure sale, your lender must take the following steps per NH RSA 479 : At least 25 days before the scheduled foreclosure sale, the lender must send you a notice of the scheduled foreclosure sale. At least 20 days before the scheduled foreclosure sale, the lender must publish a notice of the sale in a newspaper in circulation in your town or county. The notice must be published once a week for three weeks in a row. The lender must conduct a foreclosure sale at your home, or another location if specified in your mortgage. The lender can not force you to leave your home on the day of the auction and you do not have to let anyone into your home. A third party, or the lender itself, may purchase your home at the foreclosure sale. Once a foreclosure deed is recorded by the new owner, you are no longer the owner of the property and should start considering other housing options. these are just the basic long list issues with Them not following foreclosure law again she works work for Nationstar Mortgage dba Champion mortgage currently being sued many class-action thousands in complaints consumer protection F XXXX rating they are forclosing not following any NH rules or laws
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08/18/2020 |
Yes |
- Mortgage
- Reverse mortgage
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- Struggling to pay mortgage
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Web |
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XXXX XXXX Foreclosing Is a lawyer in XXXX 12 years of experience her firm represents Nationstar Mortgage d/b/a Champion Mortgage on a XXXX man in XXXX NOT any following XXXX rules or none zero in court forclosing with any StatutoryNotice my self or my brother in XXXX Again the house is in XXXX non XXXX Explained my dilemma with Champion Mortgage and the sale of moms Mortgage from XXXX XXXX after they sued for the second time Basics Nationstar- Champion Foreclosure without proper notice to myself and my brother In XXXX My brother and both on the mortgage Both should have received the statutory notice brother never received the notice even got notarized letter set to the church he never got the statutory notice from mortgage never got any notice for the hearing or selling house currently in court brother never got most recent court stating the lawyer will come to court because we filed all the lawsuit been 30 days and they never told him still I the XXXX one got 2 days before postdated a month the I did the same thing They attempted Sell by auction nope SOLD they auctioned off and according to the basic XXXX foreclosure rules and XXXX XXXX XXXX you had many more Some of the basics I will send the entire complaint We have complaint and objections and the lawsuit in court need help NOW COMES, the Defendants and respectfully moves this Honorable Court to set aside the foreclosure sale of XX/XX/XXXX on the grounds that no notice of sale was served or mailed to Defendants. The sale was a chilled sale in that it was advertised in the Union Leader a newspaper published in XXXX XXXX XXXX, XXXX County. The subject property XXXX XXXX XXXX, XXXX, XXXX XXXX is in XXXX County. In addition, the property did not sell for a normal price but was sold back to HUD for as an REO property for {$45000.00}.
XXXX XXXX died on XX/XX/XXXX, and had taken out a reverse mortgage on the subject property onXX/XX/XXXX.to XXXX XXXX XXXX XXXX XXXX. who later transferred servicing to Nationstar Mortgage, LLC D/B/A Champion Mortgage Company. The foreclosure sale is in direct violation of XXXX RSA 479:26 and contradicts the Affidavit of XXXX XXXX XXXX, attorney for XXXX XXXX XXXX, XXXX. dated XX/XX/XXXX, recorded in XXXX County deed Book XXXX, XXXX XXXX.
The Affidavit of XXXX XXXX, an authorized agent of Nationstar Mortgage D/B/A Champion Mortgage Company is flawed in that the XXXX XXXX a newspaper published in XXXX XXXX XXXX, XXXX County and the notice sent on XXXX XXXX, XXXX, has the wrong address of XXXX XXXX who lives in the subject property and XXXX XXXX XXXX, XXXX, XXXX XXXX XXXX was not properly listed on the Affidavit of XXXX XXXX.
Defendants XXXX and XXXX XXXX wish the foreclosure sale to be set aside as a chilled sale since they had no knowledge of the sale and wish the sale set aside and plaintiffs be required to auction the property again. Defendants contend had they known of the sale they would have bid {$45000.00} or more to keep the property which is valued 11. Ever since XX/XX/XXXX, it has been alleged that Defendants Note and Deed were placed in a XXXX XXXX XXXX XXXX ( HUD ) Trust and now the Trust has been transferred from XXXX XXXX XXXX, NA as servicer to Nationstar Mortgage LLC D/B/A Champion Mortgage Company.
12. After the death of XXXX XXXX on XX/XX/XXXX, there was a dispute over the taxes and insurance of {$240.00} a month. XXXX XXXX, heir to the estate began living in the property at XXXX XXXX XXXX, XXXX, XXXX XXXX and began paying the {$240.00} disputed amount. Suddenly, the Servicer refused to take payments causing a default. The defaulted amount was {$10000.00} or less however, the Servicer threatened to foreclose. Numerous phone calls and attempts to settle this matter fell upon deaf ears..
13. Defendants respectfully ask the court to set the Foreclosure sale aside of XX/XX/XXXX, as a chilled sale, wrongful foreclosure as Defendants and Guardian Ad Litem were not properly foreclosure rule my lawyer in XXXX broke all of the rules never got correct notice brother did not get proper notice the selling never go ability to even offer or refinance anything used my stimulus money to help hire the foreclosure lawyer from he has no help me complaint and objection to the court and even help with a lawsuit he told me This Champion foreclosing without proper notice proper they broke all the foreclosure rules notice sale When asked me she twisted it around so that she tried to tell judge wrong info correct as to sale being posted Union Leader in XXXX county Trying had payment arrangement sent by my personal lawyer advance of property taxes for XXXX in change to XXXX XXXX when got in serious trouble forced to sell now champion, we were told has our POA and arrangement will move to new mortgage person every payment was returned now foreclosure without proper notice All foreclosure rules broken violation XXXX Champion The foreclosure timeline from a legal perspective Typically, your lender will send you a letter giving you 30 days to cure, which means to bring your loan up to date. If you fail to cure, your lender will accelerate your mortgage obligations, which means that your entire balance becomes due. To complete the foreclosure sale, your lender must take the following steps per XXXX XXXX XXXX : At least 25 days before the scheduled foreclosure sale, the lender must send you a notice of the scheduled foreclosure sale.
At least 20 days before the scheduled foreclosure sale, the lender must publish a notice of the sale in a newspaper in circulation in your town or county. The notice must be published once a week for three weeks in a row.
The lender must conduct a foreclosure sale at your home, or another location if specified in your mortgage. The lender can not force you to leave your home on the day of the auction and you do not have to let anyone into your home.
A third party, or the lender itself, may purchase your home at the foreclosure sale. Once a foreclosure deed is recorded by the new owner, you are no longer the owner of the property and should start considering other housing options.
these are just the basic long list issues with Them not following foreclosure law again she works work for Nationstar Mortgage dba Champion mortgage currently being sued many class-action thousands in complaints consumer protection F XXXX rating
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08/16/2023 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
SECOND COMPLAINT- NOT A DUPLICATE Our loan servicer, Mr. Cooper ( " the Company '' ), has INCORRECTLY evaluated our account for loss mitigation options upon the conclusion of our Cares Act Forbearance. Furthermore, the Company has misrepresented facts within their response to my former CFPA complaint. The Company has also engaged in deceptive and unfair debt collection practices in the handling of my account as further described as follows : ISSUE 1 : On XX/XX/2023, the Company provided a letter in response to my initial CFPA Complaint. Within the letter, the Company, stated that my account was evaluated for a VA Home Affordable Modification. The Company further claims that their denial reason of " excessive obligations in relation to income, '' is valid, and further explains that " In order to be eligible for this program, pre-modification Debt-to-Income can not be less than 31 %. '' This answer is both FALSE and DOES NOT SUPPORT THE COMPANY 'S CAUSE FOR DENIAL. According to 38 CFR 36.4315 and the VA Servicer Handbook M26-4, Chapter 5, Paragraph 5.06 -Loan Modifications, the correct eligibility requirement states that the PITIA payment can not be GREATER than 31 % of the borrower 's gross monthly income. Per the Company 's response my debt to income was calculated at 20.34 %. THEREFORE, our account WAS ELIGIBLE for this option but the Company denied this option based upon false criteria.
ISSUE 2 : According the Company 's response letter to my former CFPA Complaint, my account was also evaluated for a traditional modification. Again, Mr. Cooper denied this option due to " excessive obligations in relation to income. '' The Company further claims that the " proposed rate '' considered for a traditional modification was 7.2 % which increases our monthly payment from {$1800.00} to {$2400.00}. The proposed rate increase is NOT CONSISTENT with VA Servicer Handbook ( Chapter 5, Par. 5.06 -Loan Modifications ) or Code of Federal Regulations ( 38 CFR 36.4315 ) which both state " the rate must not exceed the weekly XXXX XXXX XXXX XXXX XXXX XXXX XXXX... as of the date the modification agreement is approved, plus 50 basis points, AND NO MORE THAN 1 % HIGHER THAN THE EXISTING INTEREST RATE ON THE LOAN. '' Our current interest rate is 3.5 %, and therefore, the Company 's denial is UNJUSTIFIED by proposing a rate more than double my existing rate.
ISSUE 3 : The Company also states in the aforementioned letter that their denial of my loss mitigation options were being upheld subsequent to my appeal. THIS IS ALSO FALSE. According to a letter generated by the Company on XXXX XXXX XXXX my account was approved for a Traditional Modification. HOWEVER, the proposed rate as previously mentioned is NOT CONSISTENT with VA Servicing Guidelines or the Code of Federal Regulations. The proposed rate of 7.25 % is more than double my existing rate, but can not exceed 1 % over our existing rate of 3.5 %.
ISSUE 4 : The Company is pre-dating their correspondence to provide me with less time to make informed decisions regarding my options. When the Company initially declined my home retention options, a " Loss Mitigation Evaluation Notice, '' was generated in my account on XX/XX/2023, HOWEVER, the letter was pre-dated XX/XX/2023. I spoke with XXXX XXXX ( in the Company 's Escalation Department ) on 3 separate occasions, and she did not even have access to that notice which provides us with our right to appeal the decision prior to the XX/XX/XXXX date. THEN subsequent to my appeal, a second " Loss Mitigation Evaluation Notice, '' was generated in my account on XX/XX/2023, HOWEVER, this letter was predated for XX/XX/2023. Again, I spoke with XXXX XXXX, on at least 5 separate occasions, and even she did not have access to this letter until after XX/XX/XXXX. To add insult to injury, this letter provides us with only 15 CALENDAR DAYS to make a decision to accept the Company 's proposed terms. THEREFORE, we have less than 9 calendar days to make an informed decision regarding out account as opposed to 14 calendar days.
ISSUE 5 : Within the Company 's " Loss Mitigation Evaluation Notice, '' received XX/XX/2023, the Company claims that our account was evaluated for the VA Home Affordable Modification, however, the Company now claims that this option is " NOT AVAILABLE '' but provides no reason for this outcome.
ISSUE 6 : Within the aforementioned Loss Mitigation Evaluation Notice received XX/XX/2023, the Company states, " You must contact us at XXXX or in writing ... no later than 14 days to accept or reject this offer. If you do not respond within 14 days, we will treat the offer as rejected. '' NOT ONLY do we not have 14 days to respond due to the pre-dated correspondence, BUT this phone number is INCORRECT. I called this number today to ask some questions regarding the letter, and received an automated message stating that this is an incorrect number and that I need to call a separate number XXXX to reach someone. When I called that number, the representative had NO ACCESS to information regarding this decision to answer my questions. I was told that I needed to send an email to the Company 's customer relations department to answer my questions. I was also informed that department does not have a phone line to speak with customers, that they will acknowledge my email within 5 business days, but they have 10 business days to respond. The Company also claims through its correspondence and in my account that if I have any questions my assigned " Dedicated Loan Specialist, '' named XXXX XXXX XXXX can allegedly be reached at ( XXXX ) XXXX, but this phone number is ALSO incorrect and I receive an automated message telling me that I have dialed the wrong phone number. THEREFORE the Company is providing me with inadequate time to make an informed decision, and IS NOT providing me with ANY resources to obtain the information I need to make an informed decision. ADDITIONALLY, the Company 's evaluation of my loss mitigation options is INCORRECT!
The Company is egregiously engaging in deceptive and unfair lending practices and unjustifiably attempting to coerce a distressed borrower into predatory loan terms or risk losing my home to foreclosure or filing a XXXX XXXX Bankruptcy because the Company 's negligence in correctly evaluating my loss evaluation options.
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01/02/2019 |
Yes |
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Web |
Servicemember |
ATTORNIES ARE BACK FROM VACATION AND WE ARE MOVING FORWARD STATE OF FLORIDA REQUIRED DEMAND LETTER ***COPY BEING SENT TO XXXX XXXX XXXX , XXXX XXXX , XXXX XXXX AND XXXX XXXX VIA CERTIFIED MAIL*** NATIONSTAR MORTGAGE DBA MR COOPER XXXX XXXX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, TX XXXX RE : XXXX XXXX Loan Number : XXXX Property address : XXXX XXXX XXXX XXXX , FL XXXX Dear : Pertaining to the above referenced, this letter serves as my final attempt to resolve this matter in amicable manner. As you are aware its become common place that mortgages are frequently sold and transferred to other financial institutions without proper documentation. As in this case and this is a lack of standing on your part.
You are also aware that its your responsibility to provide an accurate and properly documented loan origination, escrow and escrow estimate, which again was not done. Under Florida Statute 559.715, banks are required to provide written notice to the homeowner each time the mortgage has transferred, and a fully signed ABA ( Affiliated Business Agreement ) needs to be included also. Again, you did not fulfill this requirement, which is clearly a violation of the Florida Consumer Collection Practices Act.
I can also prove that you failed to properly apply the payments and changes to the above referenced mortgage loan in compliance with federal law 12 U.S.C. 2605. In that repugnancy has occurred due to your inconsistency, I request that you immediately remove any/all liens on the above referenced property, send a signed deed to XXXX XXXX XXXX, XXXX FL, proivide a clear and unencumbered title.
If this is not remedied within the next ten ( 10 ) business days I will take any/all legal remedies available to me.
PLEASE GOVERN YOURSELVES ACCORDINGLY.
Sincerely, XXXX XXXX, as POA for * XXXX RE/Enclosures cc : XXXX XXXX, XXXX ( Attorney General ), with enclosures MORE RECENT PRECEDENTS - XX/XX/XXXX XXXX FAILURE TO PRODUCE REQUESTED PAPERWORK ~ The judge became angry and said that the bank lawyers insulting behavior had repeatedly violated court rules. She went on to say that she would report him to the Florida Bar. Even as the lenders demand prompt payments on predatory loans, they have clearly failed to maintain their own records. The outcome of this case reveals that homeowners can defeat illegal and unreasonable foreclosure actions in court. Recent rulings in Missouri, Massachusetts and New York have also struck down banks efforts to legitimize missing or fabricated documents.
XX/XX/XXXX ~ MISREPRESENTATION ~ XXXX and XXXX XXXX XXXX received a foreclosure notice in XXXX from XXXX XXXX ( XXXX ). There was one problem : Theyd never done business with XXXX XXXX or their assigned mortgage servicer, XXXX XXXX XXXX. A district court jury agreed. The jury found that XXXX XXXX violated a law prohibiting fraudulent real estate filings. Judgment was {$5.00} XXXX in favor of the XXXX. The lawyers representing the XXXX successfully argued that the couple had been harmed by the turmoil surrounding their loan and the confusion over which entity owned their property.
XX/XX/XXXX ~ FALSE CLAIMS CASE DISMISSED, WITH LEAVE TO AMEND. XXXX XXXX DECLINED TO AMEND. CASE DISMISSED.
Even where there is a clerks default The burden is on the plaintiff to establish its entitlement to recovery. XXXX XXXX, XXXX XXXX XXXX. XXXX at XXXX.
Here is an example of how lawyers purport to represent XXXX XXXX when in fact they are creating the illusion that they represent a trust and in reality they are representing a subservicer who is receiving orders from a master servicer of a nonexistent trust. As Trustee of the nonexistent trust XXXX had no active role in the nonexistent trust. As the inactive Trustee for a nonexistent Trust, no right, title or interest in the debts of homeowners were within any scope of authority of any servicer, subservicer or master servicer. Each foreclosure is a farce based upon assumptions and presumptions that are exactly opposite to the truth.
Given the opportunity to amend the complaint, lawyers for XXXX chose not to amend because they could not plead nor prove the required elements of an active trustee. Because of that XXXX lacked standing to bring the action except as agent for an active trust or on behalf of the trust beneficiaries. But where the certificates show that the certificate holders do NOT have any interest in a mortgage or note ( true in about 70 % of all cases ), then they too lack of standing. And if the Trust is not an active Trust owning the debt, note or mortgage then it too lacks standing.
XX/XX/XXXX ~ FALSE CLAIMS There is no trust without a COMPLETE trust instrument, a trustor, beneficiaries and PROPERTY that is entrusted to the trustee thus forming the physical existence of the trust as opposed to the hypothetical existence of a trust that exists only on paper.
XX/XX/XXXX ~ INCOMPLETE / FALSE LOAN PAPERWORK ~ The Justice Department announced XXXX XXXX agreed to pay a {$2.00} XXXX fine for issuing mortgage loans it knew contained incorrect income information.
SEVERAL TRUTH IN LENDING ACT VIOLATIONS Subpart D Miscellaneous Civil Liability TILA Sections 129B, 129C, 130 and 131 If a creditor fails to comply with any requirements of the TILA, other than with the advertising provisions of chapter 3, it may be held liable to the consumer for : Actual damage, and Cost of any successful legal action together with reasonable attorneys fees. The creditor also may be held liable for any of the following : In an individual action, twice the amount of the finance charge involved.
IN ADDITION ... THE FOLLOWING TILA VIOLATIONS INVOKE RESCISSION RIGHTS ~ The disclosed finance charge is considered accurate if it does not vary from the actual finance charge by more than {$35.00} ... THIS ONE VARIED BY 10 'S OF THOUSANDS OF DOLLARS The issuer is prohibited from imposing additional fees on the account ; Residential mortgage transactions have special timing requirements that include providing disclosures to consumers no later than the third business day after receipt of the consumers application. Creditors are also required to provide consumers with updated disclosures three days prior to consummation of the mortgage transaction if certain terms of the mortgage change.
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04/29/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My wife, XXXX, and I refinanced our home with XXXXXXXX XXXX in XX/XX/XXXX to get a better interest rate and lower our monthly payments by extending from a 20 year to a 30 year mortgage. In our closing documentation, it stated/states that our first payment on our new mortgage through XXXX was due on XX/XX/XXXX.
After closing, I was able to set up my account for XXXX XXXXXXXX XXXX, where I could make payments on my loan. Unfortunately, once logging into that account, it showed we had our first payment due on on XX/XX/XXXX. I immediately reached out to The XXXX XXXX and XXXX XXXX regarding this discrepancy. The associate I spoke with agreed that the issue was on their side and they would try to resolve. However, they also said my the loan had been sold to Mr. Cooper. This transition was happening quickly and the payment problem may not be resolved before moving to Mr. Cooper. XXXX XXXX XXXX said they would make a note on my account for Mr. Cooper.
After receiving physical mail and then opening my online my Mr. Cooper account, I noticed the error had not been fixed. I don't have record of my first communication with Mr. Cooper on this incident, but the representative I spoke with asked me to email XXXX with the details of the problem. I did so on XX/XX/XXXX and also including a screenshot from my closing documents with the XX/XX/XXXX first payment date. I received a follow-up email from the Research and Response department on XX/XX/XXXX. In summary, the document I received stated they were aware of the situation, would try to resolve it, and I would hear from them if it could not be resolved.
I have never heard back from them or any other department on this and the issue remains unresolved. Since that response, I have made my monthly payments to be processed at the beginning of each month ( XXXX, XXXX, XXXX, XXXX, and XXXX ). The account still shows that my payments are one month behind.
I have made contact since then with Mr. Cooper on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and today ( XX/XX/XXXX ). Below is a synopsis of what occurred in each of those communications : XXXX Email sent to XXXX with my closing documents from XXXXXXXX XXXX that stated my first payment was due on XX/XX/XXXX.
XXXX Received email response from Research Outgoing. Document said further communication would be made if my issue was not resolve. Have never received follow-up communication.
XXXX Spoke with XXXX through their Live Chat. He confirmed that they received my email and it was processed by their Research department on XX/XX/XXXX and it had been forwarded to the Master Audit Department for review. It also states that if the request could not be accommodated, a follow-up would occur " under separate cover. '' XXXX I called their phone support and set up a call-back for that day. A call-back never happened XXXX I spoke to a representative through their Live chat. I was told the issue was still being looked at. I requested to speak with a manager. I was told a manager would call me within a few minutes. I never received a phone call from anyone.
XXXX I spoke on the phone with customer service. I was told that my request had been escalated and it would be fixed in 5-10 days. It was never fixed.
XXXX I called and my call was escalated to a different department. I spoke very briefly with them and they said the issue had been resolved, which it was not. They still are under the assumption that my first payment was due in XXXX. My closing documentation shows first payment in XXXX. I have made 2 payments, XX/XX/XXXX and XX/XX/XXXX. All payments should be up-to-date, but they are showing 1 month behind.
I then spoke to XXXX XXXX XXXX and explained the entire process again. She stated she saw the problem and escalated the ticket to someone that could solve the problem. She said it should be resolved in XXXX and that any late fees or issues with my credit would be reversed. I asked for her contact information so that I could easily follow-up. I have both an email and phone number.
XXXX I sent email communication to XXXX XXXX XXXX to follow-up on the issue. Part of her short response said " The loan was supposed to be only rolled over one month not two, therefore the next payment due is XXXX. '' XXXX I sent a follow-up email to XXXX XXXX XXXX XXXX again sharing my closing document that showed the XX/XX/XXXX date for first payment. I asked her how they could change the payment schedule that was in my contract. I have never received an email response.
XXXX I called XXXX XXXX XXXX and left a voicemail requesting follow-up. She has not returned my call.
XXXX I called their customer service line and spoke with a new representative, XXXX. She said she would escalate the issue and reach out to acquisitions. She also said she would directly follow-up with me on a resolution. She removed the late fee on my account and I made a payment. I have not had any further communication from XXXX.
XXXX ( today ) I spoke to XXXX from Texas via Live chat. XXXX noticed the error with my account and escalated to management. She told me to go ahead and make a payment and to leave off the amount of the late fee as she could not personally remove it. She apologized for the error several times and promised it would get resolved. I requested a follow-up email or phone call for when the issue is resolved. She asked for my email, which I gave. She said it would take 5-10 business days to reach a resolution.
On all of these communications, I mentioned my concern about late fees, my credit being impacted, and that I was receiving weekly phone calls and emails about being behind on payments and possibly being pursued by debt collection. I am still receiving these emails and phone calls.
I do not have a copy of all my communications with Mr. Cooper, but I imagine they have notes on my account for all of them. I am attaching those that I do have to this document, along with the page from my XXXXXXXX XXXX closing paperwork that shows my First Payment due on XX/XX/XXXX and not XX/XX/XXXX. I am also attaching a record of my payment history from my account. This does not yet show my XXXX payment ( it has not yet been processed ), but I did make that payment today XX/XX/XXXX.
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11/02/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Friday, XX/XX/2020 XXXX called XXXX ; spoke with XXXX in Texas ; request payoff quote for Loan Number XXXX ( XXXX XXXX XXXX ) and for Loan Number XXXX ( XXXX XXXX XXXX ) ; received both payoff quote by email at XXXX ; both were good through XX/XX/2020 Friday, XX/XX/2020 XXXX went to XXXX XXXX XXXX XXXX , IN to obtain Cashiers Checks for both payoffs prior to going out of town for several days ; received Cashiers Check XXXX in the amount of {$6900.00} for Loan Number XXXX ( XXXX XXXX XXXX ) and Cashiers Check XXXX in the amount of {$41000.00} for Loan Number XXXX at which time {$48000.00} was withdrawn from my XXXX XXXX account Saturday, XX/XX/2020 I took pictures of each check with the associated payoff statement, copied both checks and the single envelope used to mail them, placed both Cashiers Checks along with their associated payoff statements in the envelope and mailed it to Mr. Cooper , Attn : Account Services, XXXX XXXX XXXX XXXX XXXX, XXXX XXXX TX XXXX per the payment instructions on the payoff statements ( copies attached ) Monday, XX/XX/2020 Cashiers Check XXXX in the amount of {$41000.00} was cashed by Mr. Cooper , applied against Loan Number XXXX for XXXX XXXX XXXX and my account was updated showing the loan had been paid off Wednesday, XX/XX/2020 I began receiving emails from Mr. Cooper regarding Options to make a payment Saturday, XX/XX/2020 when I returned from travel, I checked the Mr. Cooper website to see what had happened with the two payments and noticed only 1 had been applied Monday, XX/XX/2020 I called XXXX to determined whether Cashiers Check XXXX had been cashed and found that it had not ; I then called Mr. Cooper at XXXX and received a message that the call volume was higher than normal, it would take more than 10 minutes for a call back and thus decided to take the given option to leave my phone number for a call back which was never received ; I also went online to Mr. Coopers website and sent a message, received reference number # XXXX, responded that I had also called 2 hours earlier and requested a call back with did not come ( copy attached ) Tuesday, XX/XX/2020 followed up on Mr. Coopers website since I had not yet received a response RE # XXXX ( copy attached ) Wednesday, XX/XX/2020 I received a response that it would take 7 days for review and a letter would be sent in 7-10 days RE # XXXX ( copy attached ) ; I later received a letter via email indicating The Cashier Check may have fed into the automated processor at the same time ( as the other check I sent ), which results in only one of the checks being cashed, and then the checks are shredded.
Thursday, XX/XX/2020 I called XXXX XXXX again to confirm Cashiers Check XXXX had not been cashed and to understand the process for getting this money returned to my bank account. Even in the absence of this money being returned to my bank account, I again went to XXXX XXXX in XXXX, IN and initiated a wire transfer for the same payoff amount since this was clearly an error on Mr. Coopers end of the process. ( copy attached ) I also sent another message to Mr. Cooper through the website indicating that I had sent the wire transfer to replace the check mishandled by Mr. Cooper, I received reference number # XXXX Friday, XX/XX/2020 I received a response to reference number # XXXX ( erroneously ) indicating the payoff funds were not received and closing the thread for further response. I called Mr. Cooper at XXXX at XXXX, spoke with XXXX in Texas , the call continued until XXXX with XXXX putting me on hold several times to investigate, she indicating she was reaching out to her manager to rectify the situation, she was instructed to request the payoff date to be updated back to XX/XX/XXXX ( when the Cashiers Check was initially received and inadvertently shredded by Mr. Cooper ) , she said the date would be changed since the error was on Mr. Coopers side and it may take up to 5 business days, case/reference # XXXX Monday, XX/XX/2020 when I noticed Mr. Coopers website showed the funds received on XX/XX/XXXX in the activity tab or the account as Unapplied Funds, I sent another message to Mr. Cooper asking about the discrepancy, I received reference number # XXXX Tuesday, XX/XX/2020 I received the same generic email about 7-10 days being needed for Mr. Cooper to respond ( copy attached ) Thursday, XX/XX/2020 I received a pdf through the Mr. Cooper website XXXX when trying to open it, I receive the following message There was an error opening this document. The file is damaged and could not be repaired.
Friday, XX/XX/2020 I received an email indicating Weve received your payment Thanks, however the payment was not applied as a payoff. It was instead applied as if it was the payment for the next couple of months with a late fee taken out and some applied as extra principle. Even though I sent the full payoff amount, the account is still open with a balance due. ( screenshot attached ) As you can see from the timeline included and copies of associated documentation attached, I have made several attempts to payoff Loan Number XXXX for XXXX XXXX XXXX beginning with 1 ) sending 2 Cashiers Checks for 2 loans in the same envelope received by Mr. Cooper on XX/XX/2020, where Mr. Cooper only applied 1 and apparently shredded the other without applying it per Mr. Coopers letter dated XX/XX/2020.
2 ) Sending a wire transfer on XX/XX/2020 which Mr. Cooper initially did not apply at all and even claimed not to have received in contradiction with the information noted on their website at the time 3 ) Failing to back date the money received to the original date of receipt of XX/XX/2020 and further incorrectly choosing a random way to apply the funds including adding a late fee and leaving a remaining balance.
This appears to be gross negligence on the part of Mr. Cooper. My next steps will be to seek assistance from various regulatory agencies as well as the XXXX XXXX XXXX until this is brought to resolution.
My request is that the payoff funds in the amount of {$6900.00} be applied to my account as of XX/XX/2020 since this was the original date of receipt by Mr. Cooper. This should bring my account to {$0.00} and close out the loan. Once this is complete, the remaining escrow balance should be returned to me per standard protocols.
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02/17/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My mortgage was transferred from XXXX XXXX to Mr. Cooper, effective XX/XX/2020. Upon receiving the transfer paperwork, I sent a check for our first months mortgage, in the amount of {$1500.00}, to Mr. Cooper directly. There was an issue with XXXX XXXX, who still had us on auto-pay, where they attempted to also take our mortgage for XX/XX/XXXX. The payment was reversed by XXXX, and our check to Mr. Cooper was deposited. We received an email that the payment was processed and was posted to our account on XX/XX/XXXX. A few weeks later, we received a check from Mr. Cooper in the amount of {$1500.00}, but it said nothing about that being the money we had already paid on our account. My account reflected that there were 2 payment reversals, then two monthly payments, and then a separate unapplied funds in the amount of our mortgage. This check was after the written correspondence stating that our payment was received and published to our account on XX/XX/XXXX.
On XX/XX/XXXX, I sent an email to Mr. Cooper, because our payment screen on their app did not look right. I was confused because it stated that our next payment was due XX/XX/XXXX, even though it shows that our payment posted for XX/XX/XXXX already, and it was almost XXXX. I received an email back on XX/XX/XXXX, stating that it would take some further looking into, and I that I would receive formal correspondence in 7-10 days. I never received another email, or anything in the mail, from Mr. Cooper regarding this matter. It wasnt until this weekend on XX/XX/XXXX that I had checked my husbands email, that I found their response, dated XXXX XXXX ( the same day that I received the email that our issue needed to be looked into further ), stating that we are on autopay and that our XX/XX/XXXX payment was all that was due. The original email was not sent from my husbands email, and all correspondence is supposed to go through mine as my email is the active one. They are aware of this but did not send it to my email, even though it was my inquiry. Again, based on our payment screen, it showed that our XX/XX/XXXX payment was made and cleared. The company did not inform us that they took off our XXXX payment ( that we made on time ), or that we owed any additional payment to our monthly payment.
In XX/XX/XXXX, our payment screen was still confusing. Sometimes it would say we owed double our monthly payment, and other times it only showed the {$1500.00}. It still said we owed for whatever month prior, even though on our payments listed, it showed we were current and had paid every month, in time. For example, it would state that our next payment was due on XXXX XXXX, yet our payment screen showed that the XX/XX/XXXX payment was already processed and cleared, and it would show a pending amount for XX/XX/XXXX.
On XX/XX/XXXX, I called Mr. Cooper so that I could speak to someone about this issue since I had not heard back from my inquiry on XX/XX/XXXX. I asked the representative on the phone explicitly if we owed anything other than our regular monthly payment, because the payment screen on their app was confusing. She said explicitly that I did not owe anything other than our monthly mortgage, and to not make a double payment.
On XX/XX/XXXX, I got an email from XXXX XXXX, stating that my mortgage company, Mr. Cooper, had reported a delinquency and that we did not make our XXXX payment. I attempted to reach out to them for a week straight, beginning on XX/XX/XXXX. I was told I would hear back within 2 business days. I had to call at least 5 times before the manager, XXXX XXXX, got back to me on XX/XX/XXXX. She stated that it was their error that they sent the payment back to us and back to Mr. Cooper, and acknowledged that they should not have done that. She stated that she would forward my information to the research team, who ultimately would be able to make the decision on whether they would take credit for the issue and fix our reports. I had also sent an email to the research team on XX/XX/XXXX with all of the information that I had as to why my payment was not late and this should never have been reported on my credit report. I advised we are also in the middle of a refinance and asked for a rush as this is affecting our refinance. I received a call from XXXX on XX/XX/XXXX, stating that the research team came back and said I missed the payment so its not their error. I told her that was absolutely unacceptable as I never missed a payment and was never informed that we owed them any money, and forwarded her all documentation I had. I stated that i had asked about this issue several times and was never told we owed anything other than our monthly payments. I never ignored the issue, I was told we didnt owe. She said she would review the phone calls that I had made as well for proof.
Today is XX/XX/XXXX and I have yet to hear back. Mr. Cooper has not attempted to make this right or stated that they would remove the delinquency from mine and my husbands credit reports. Our credit reports state that the account was previously in dispute, and is now resolved, but the marks are still hurting our scores. My issue is that we never missed a payment. I may have owed the company the money back from the check that they had sent us, which is fine and we would have paid it back immediately if we knew we needed to, but my issue is, I made my payment on time every month, and the money they sent back was not my payment, as my payment has already been accepted and posted to the account. My second issue is that there is supposed to be a 60 day grace period when transferring a mortgage, so if I had missed a payment, it should have counted as the XXXX payment, and I should have been given leniency and been notified that we owed the payment again, or they should have reached out, as it was within the first month of transfer. Instead, they stated that my XXXX payment was not received, as it was past the 60 day grace period and they were allowed to report. However, as stated, my payment screen shows every months payment has been received and posted to my account. It does not show a missed payment in XXXX, or for any month for that matter. I did not miss a payment and it is fraudulently being reported by Mr. Cooper that I did, and they are unwilling to fix it.
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10/20/2023 |
Yes |
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- Struggling to pay mortgage
- Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
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Web |
Servicemember |
Regarding Mr Cooper. Last XXXX our mortgage payments increased with no notice. These payments went up due to our county not properly filing our tax exemption, and then refusing to issue a refund ( my husband is a XXXX XXXX XXXXXXXX veteran which means we are exempt from property tax in Texas ). The mortgage company paid the tax bill out of our escrow which was set up to ONLY pay insurance, and they made this payment with no communication to us. I contacted the mortgage company who set up an escrow shortage spread to make the payments more manageable while I continue to fight the county to try to get this refund. We made our payment every month and when XXXX came around, I was notified by the credit bureaus that the mortgage company reported I was not making my payments. When I called to ask why they were reporting this information I was met with arrogance stating a partial payment is of course going to be reported as I hadnt made full payments. I requested to speak with a manager- waited over a week and no one called. I did this dance for over a month and finally just had to reach out to XXXX XXXX to help me ( this is who set up my escrow shortage payment to begin with ). My contact at XXXX XXXX connected me to someone with Mr Cooper who looked into my account - by this point we were in XXXX. I was told that it could take up to a month to get our account corrected and the escrow shortage plan to be applied correctly. Something had happened with the system to where it was not accepting the payments I was making as a whole payment. The escrow analysis was finally able to be done in XXXX, because the county finally filed the tax exemption, but I still have not gotten the refund. In XXXX I was finally able to start making payments again, however, by this point, we had faced a few financial hardships due to having to shut our business down last year, causing us to have to seek different avenues of employment. No assistance programs have been offered to us when I mentioned that we were not able to make the higher payments back in XXXX due to having to shut our business down. I made payments as I could when I could, and currently we are caught up until XXXX, but when I asked what my options were, I was told that the Covid program ended in XXXX this was a program we probably would have been able to apply for had I known it was an option last XXXX. I have spoke with the VA and my VA representative has reached out to Mr. Cooper stating that they need to work with us and trying to get some sort of payment plan put in place. After this call was made by the VA, the options presented to us were doubling up on payments for three months, in addition to making a {$5700.00} payment. This was offered to us on XX/XX/XXXX at the time we could not afford to do because they refuse to take anything less than the {$5700.00}, we had offered to pay {$4000.00} but they would not accept it. on XX/XX/XXXX I called to make sure the three month payment plan was still an option, as I was expecting a commission check to come in and was told that yes, it could still be done. a couple of days later I called to make the {$5700.00} payment and was told I only needed to make a payment at {$5300.00} despite me informing the agent I was told {$5700.00}, so I made the {$5300.00} payment. A few days after that I was getting a phone call stating that an appraiser was trying to come out and appraise our property because we were in liquidation. When I contacted Mr. Cooper again, I was told that the three month payment was no longer a plan that we could utilize because the property was officially in foreclosure status. I had requested a callback from a manager, and whenever I called to try and get in touch with the managers, I am met with resistance, stating they stated they would call me and that I am not giving them enough time to do so. In the past, I have had several managers or employees state that they were going to be putting callback request in the system, only to get no call, so now I opt for just calling every day. I am trying to get this resolved as quickly as possible, but the only thing I have been offered to this point is loan modification which would drastically increase our mortgage and we wouldnt be able to afford it as our rate is at 2 % right now. The VA requested a deferment for the payments seeing as the covid relief was never even presented as an option when I first began working with the company last year. Mr. Cooper stated that they are not allowed to do deferments. Up to the issue with the taxes, no payment was ever late or missed as all of our payments were set up on auto pay. After the escrow spread was applied to our account, we requested to be put back on auto pay, and were told that we could not because the system would continue to draft the amount prior to the escrow spread. At this point I just want them to honor what they told me I was going to be able to do, and except the {$5300.00} payment and set up a three month repayment plan. I even offered to bring the {$5300.00} payment up to the {$5700.00} payment which I was initially told I was going to have to pay, and tried to pay Despite the representative stating it was only {$5300.00} payment that was due. I am being told this is no longer an option, unless I pay their attorney fees as well. This company is disorganized, disloyal, and has some of the worst customer service Ive ever seen. Our mortgage has been a mess since XXXX XXXX sold our mortgage to Mr. Cooper. I know that my point of contact with XXXX XXXX has filed an official complaint against the Mr. Cooper office within XXXX XXXX, but thats not enough at this point. I am being met with resistance, and have been this whole process outside of when I was able to deal with XXXX XXXX. Again, all of this started when Mr. Cooper paid taxes out of our escrow account, which was not permitted. The issues then persisted when the escrow spread was not applied in their system, causing false reporting on our credit, stating that we were not making our payments. No relief options were ever provided to us outside of this escrow, shortage, plan, and it was not until XXXX that we were informed about the Covid relief program which would have been able to help us last year after we shut our business down.
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07/02/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
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Web |
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4th request : 1 ) You all repeatedly wanted me to reach out to my SPOC but they did not respond. And then when I ask repeatedly for them to reach out to me, and you all say they will, they don't and a new excuse after the fact is made they can't make outbound calls and pandemic business. But I've received outbound calls from an SPOC in the past. And it doens't make sense if I reach out to her and leave a voicemail. How will she return the customers call for excellent customer service if they can't make outbound calls? In addition, I wasn't getting called back about my concerns before the pandemic businesss. 1.5 ) You want me to communicate with you directly but when i did to Mr. Cooper, it took several months to get a proper response. And your SPOC has still not contacted me. We've spent all this time and resources hammering out this dispute when it could have been just resolved by removing the reported issue as for the poor service. Now I have to document complaints to regulatory authorities and other consumers to see how Mr. Cooper rejects and treats the loyal customers. You said my new Single Point of Contact ( SPOC ) was contacted by you all on XX/XX/XXXX to respond to me since XX/XX/XXXX. I have still not heard anything from her. She is doing the same problem as the last representative poor responsiveness and care for your customers to educate and assist them. You said you did not receive a payment from XXXX to XXXX. But you did not mention the poor communication from your phone agent that miscommunicated I didn't have to make a payment while on forbearance basically without repercussions. And while you did not receive a payment from XXXX to XXXX no notification was sent regarding hurting my credit or even a return call from the original SPOC when I reached out to her for guidance and assistance in XX/XX/XXXX and many attempts after in XXXX. The forbearance plan was terminated early due to the poor guidance and assistance of your customer service reps. And I did not receive the appeal letter in due time to stop the forbearance from cancelling.They gave poor information and no response when reached out to. My credit report still shows more than one payment behind as reported. And the one for XXXX should be removed as goodwill and good faith since all payments were paid in full after the miscommunication by reps were realized. And you did not address my previous complaints which include the following : I want my payment lowered due to the misleading and faulty escrow analysis that was dated XX/XX/XXXX and told me I needed to pay by the same day XX/XX/XXXX to avoid escrow shortage and payment increase. You can not legitimately snail mail a letter dated the same day for payment the same day and the receiving party receives the letter a weeks or months after the same day payment request. It is also unrealistic it was actually mailed XX/XX/XXXX anyway to be receiving it in XXXX, USPS fault or not, this should have properly and professionally analyzed, assessed and mailed or contacted the customer expediently. The date mailing almost constitutes fraud. I requested several days ago to Nationstar research department to have her contact me and she never has. It seems it is not a representative issue, but a company issue. Similar to the previous poor communication about my credit and the poor customer service in refusing to remove my XXXX late payment for good customer service and all the problems the company has admitted along the way. I've already paid the payments in full and despite the company saying they can not remove the credit remark, it is well known that companies can out of compromise, care, and good faith for customers that they can remove it. Especially when said late payments were taken care of and paid in full. Nationstar has little to gain by leaving the credit remark, when payments were paid in full, but still want to keep the mark there out of spite or just poor customer service empathy and doing whats right for customers in these pandemic times. Remove credit disparagement for XXXX as for misunderstanding, poor service Or at least document communication misunderstanding within credit report and mention customer has never had a payment issue like this before this miscommunication issue 2 ) You all should have the name, date and time of call. You all should have the technology, compliance, management and oversight to have this followed-up upon. In fact, I was told by others that they already found the call and reviewed it. Why am I hearing 2 different stories from Mr. Cooper all of a sudden?
3 ) You said the online payment due included late fees but then said there were no late fees. Huh? So miscommunication again on you all 's side resulted in paying an overpayment that was not needed. This explanation you give now, why was it not provided BEFORE I made the unnecessary payment? 3.5 ) Also, your website and employees have communicated incorrectly and improperly repeatedly causing miscommunication with this whole payment fiasco. For example, you website said I needed to pay {$1200.00} due to be current. Despite the last statement saying ony {$980.00}.
4 ) The escrow analysis was faulty. That's why y'all had to send an updated escrow analysis with the due amount changed. And your system should have been customer focused and gave the option or already knew to apply that escrow amount to the escrow bill, not mortgage payment.
5 ) Out of so much poor communication with your reps and callousness for how you treat customers despite y 'alls errors, long hold phone times, unresponsive loan specialists, and website technical difficulties, I repaid the higher balance to be safe than sorry. Low and behold, I did not need to pay what your site said I should pay and the extra {$300.00} turned into additional principal. You all wasted $ {$300.00} of mine I could of used during these pandemic stay at home times to take care of my family and other more pertinent needs during this crisis. I felt I had no choice out of fear/concern to pay the incorrect higher amount due to the level of callous treatment and mistrust gained from " Mr.Cooper, the customer service friendly company '' during these pressing times.
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01/24/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I made a principal only payment of {$13000.00} to my mortgage servicer, Mr. Cooper, on XX/XX/XXXX. I received a confirmation number for the payment of # XXXX. My bank statement reflects this payment was cleared out of my bank account on XX/XX/XXXX. The payment cleared XXXX time. This amount was not enough to fully pay off my mortgage.
On XX/XX/XXXX, my account on the Mr. Cooper website showed my mortgage account was paid in full. This was incorrect. I called to alert Mr. Cooper to this error and was told this was a known issue at Mr. Cooper where a system change was made on their end which caused problems for many of their customers. After multiple phone calls documented over weeks with Mr. Cooper representatives, they sent me a new payoff amount, which was still incorrect because the amount did not include the lump sum payment of {$13000.00} made in XXXX. They are now saying that the payment was returned by my bank, although my bank has no record of it and they are also telling me that my XXXX payment is past due. So, Mr. Cooper states they do not have my {$13000.00}, yet I also do not have my {$13000.00}. Therefore, where is my money? There has been gross incompetence on Mr. Coopers part causing me weeks of emotional distress, stress, anxiety, and countless hours of my time away from my job dealing with them on the phone. I need this cleared up immediately!
A detailed timeline follows : XX/XX/XXXX : I made a {$13000.00} principal only payment on my mortgage. Confirmation # XXXX.
XX/XX/XXXX : {$13000.00} was drafted and cleared from my bank account.
XX/XX/XXXX : Mr. Coopers website incorrectly showed my mortgage was paid in full. I called and spoke to XXXX at Mr. Cooper. She said my account shows the payment was posted XXXX and has been paid off. This was incorrect. I was transferred to escalation specialist, XXXX, who said this was a known issue they are working on. She said there had been a system change from XXXX to XXXX and this has impacted multiple accounts in a similar way.
I sent her a screen shot of my bank account reflecting the payment had cleared my account just once on XX/XX/XXXX. She stated they were working on the issue and she would get back with me.
XX/XX/XXXX : Mr. Cooper escalation specialist, XXXX, left a voice message on my phone for a different customer explaining all the details of this persons loan and leaving it on my voicemail. I have a recording of this message as proof Mr. Cooper gave details of a loan to a XXXX party.
XX/XX/XXXX : I was told by Mr. Cooper escalation specialist, XXXX, that the issue had been fixed. I requested a new payout statement. The payout statement that was sent to me was still incorrect and continued to not reflect the XXXX {$13000.00} payment.
XX/XX/XXXX : Again I spoke to XXXX at Mr. Cooper about the payout issue. She stated it still is not resolved and she would contact me when they have more information.
XX/XX/XXXX : I called Mr. Cooper again after still not hearing back from XXXX as promised. I spoke with XXXX who wanted to speak to my bank in a group call for me to prove that the payment had not come out of my account XXXX, even though they hadnt ever posted it XXXX. We began the group call with my bank, but after the way my mortgage had been handled, I did not feel comfortable with her hearing my passcodes and other private information so I ended the group call and spoke to my bank privately about sending my statement to Mr. Cooper.
XX/XX/XXXX : I emailed an official XXXX bank statement from my bank to XXXX and requested that they post the {$13000.00} payment that is shown to have come out of my account on XX/XX/XXXX. I also spoke to XXXX at Mr. Cooper who said the statement would not work. When I asked why, the call was disconnected and XXXX did not call me back.
XX/XX/XXXX : I called back and spoke to XXXX at Mr. Cooper : XXXX, Yes, we are going through something, but that shouldnt impact you. This is on our end. I show that {$13000.00} has been posted and approved. They took the payment on XXXX had it listed onto the account.
I think we know that the payment posted. WE need to update our transaction history. Give me through tomorrow to talk to my accounting team and I will follow up with you on Monday.
XX/XX/XXXX : I spoke to XXXX at Mr. Cooper. She had reached out to accounting to ask them fix the transaction history so it would correctly reflect the lump sum payment of {$13000.00} on the principal. She got her manager involved and said she would let me know when she has new information.
XX/XX/XXXX : I received a new pay off statement which STILL did not reflect the {$13000.00} lump sum payment.
XX/XX/XXXX : I spoke again to XXXX at Mr. Cooper to let her know that the latest pay off statement was still incorrect. She acknowledged and confirmed that it did not reflect the lump sum payment. She said she had not heard back from accounting yet. She said they are very backlogged dealing with these issues right now. I explained I dont feel comfortable paying anything until this issue gets fixed. XXXX said she would be in touch with me when she learns more.
XX/XX/XXXX : I again spoke to XXXX at Mr. Cooper who updated me saying she had not heard anything from her accounting department person. She said she had gotten her manager involved and escalated it. In this call XXXX again confirmed that this was on their end and not my end. She let them know I wouldnt be paying until the posting issue was fixed. She had them remove the late fee on my account since I had not yet paid my XXXX payment while waiting for this issue to be resolved. She said she would be in touch with me. After I talked with XXXX I received an email from Mr. Cooper saying they conducted an investigation and determined that the payment received on XX/XX/XXXX in the amount of {$13000.00} was returned unpaid to the bank account from which it was processed on XX/XX/XXXX, due to an invalid bank account number.
AGAIN, This is not accurate. First they say the payment was received XXXX, then they say it wasnt received at all. I want my account to reflect the payment that was made ( and NOT returned to me ) and a new CORRECT payoff statement.
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11/30/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
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Web |
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Mr. Cooper, who is my current mortgage lender, consistently sent me promotional materials to lure me into refinancing with them and to take advantage of historically low rates. Their targeted communications were borderline harassing and took the form of letters, emails, and several phone calls from sales people on a weekly basis for several months during 2021. When I finally got lured into their " promotion '', they sent me a " preapproval '' letter after complying with submitting requested documentation ( W-2s, credit report, verification of employment, etc. ), as well as other electronic paperwork and requirements. They informed me that I must pay {$500.00} for an appraisal. I told them that I didn't have that money at hand and would have to wait to gather the funds. Mr. Cooper 's representatives continuously pressured me into paying for the appraisal for weeks. They directed me with one of their " trusted vendors '', XXXX XXXX. This company sent a local appraiser, XXXX XXXX, who spent a total of 15 minutes at my house. Her appraisal was incorrect, and came in thousands of dollars lower than the true assessed value. When contesting this, both Mr. Cooper and XXXX XXXX were unresponsive and shifted the responsibility and blame to each other. I provided both organizations evidence of properties in my vicinity that were selling well over {$300000.00} multiple times in my emails. In fact, 2 years ago, I had placed my home on the market listed at {$270000.00} and had an offer at {$270000.00}. The sale did not go through, and I had explained this to both Mr. Cooper and XXXX XXXX. Two years later in the current XXXX market, it doesn't make sense that their appraisal would come in at {$250000.00}, which is significantly lower. I also asked them to revise and correct the appraisal report, which they refused to do. As a result, my refinancing did not go through as promised on their pre-approval letter. They offered to refinance, but the offer was not attractive to me, as they were now rolling in thousands of dollars in fees, coupled with a higher than anticipated rate. After much frustration, wasted resources, unanswered questions, and back and forth with both Mr. Cooper and XXXX XXXX, the appraisal report was never corrected, I lost {$500.00}, and Mr. Cooper did not take ownership of this error, nor did they advocate on my behalf as their loyal customer. Mr. Cooper is complicit with XXXX XXXX, and together they mislead their customers like me to pay for an erroneous appraisal report with a lower than market value, to subsequently corner their customers into accepting a higher than promised interest rate, and rolling in thousands of dollars in fees. This is a scam, and they are not looking out for the best interest of their customers. Their predatory lending practices seek to make a profit at the expense of their customers, who they bring to their mercy by luring them to " refinance '', partnered and complicit with XXXX XXXX who intentionally provide a lower property value under their directive, and roll in thousands of dollars in " '' refinancing fees ''.
Below is the last email I sent Mr. Cooper, pleading them to advocate for me as a customer. I have also attached the erroneous appraisal report and other documention : I just spoke with XXXX XXXX from XXXX XXXX, and they indicated that any corrections need to be addressed with my lender ( Mr. Cooper ) via a " portal ''. Therefore, I am reaching out to you again and requesting you give XXXX the directive to either correct this false report or request a full refund on my behalf since they will not respond to my request.
The updates and corrections to the appraisal report are as follows : Page 1 : " neighborhood boundaries '' - my neighborhood/home is bordered by XXXX XXXX XXXX XXXX NOT XXXX XXXX to the north as indicated on the report. XXXX XXXX is a totally different zip code and neighborhood, and XXXX XXXX XXXX XXXX from our address. This neighborhood 's value is also not as desirable as the neighborhood where the house is actually located XXXX XXXX XXXX XXXX in XXXX, WI XXXX ).
Page 1 : the report indicates 1.0 bath when the home has 2 full baths Page 2 : the appraisal report indicates 1.0 baths again vs. 2.0 baths Page 7 : the appraisal report indicates 1.0 baths again vs. 2.0 baths Page 8 : the appraisal report indicates 1.0 baths again vs. 2.0 baths Page 14 : the appraisal report & side view information indicate 1.0 total bathrooms Page 15 : the appraisal report has pictures and evidence of 2.0 bathrooms, but does not reflect this in the entirety of the report It is my expectation that this information be corrected and these corrections be reflected on the report and appraised value.
When giving them examples of other properties sold within my neighborhood/property, below is the information I provided : These are recently sold examples within the 6 month timeframe in addition to the examples below : XXXX XXXX XXXX XXXX XXXX XXXX, WI XXXX sold on XXXX for {$320000.00} ( mentioned below ) XXXX XXXX XXXX XXXX XXXX XXXX XXXX, WI XXXX sold on XXXX for {$330000.00} XXXX XXXX XXXX XXXX XXXX XXXX XXXX, WI XXXX sold on XXXX for {$340000.00} I am also attaching the seller 's report that indicates 2 full bathrooms at our property.
With the current erroneous appraisal report, does the refinancing go through?
I understand XXXX is a vendor, but why would Mr. Cooper partner with such an unethical and unprofessional company that jeopardizes the experience and and finances of their loyal customer base? I hope you and your superiors take this feedback seriously and reconsider your relationship with them. This has not been a positive customer experience. As I mentioned below, there are multiple errors throughout the report that I outlined below that they must correct. Mr. Cooper is the liaison because you sent me directly to them, and XXXX refuses to communicate directly with me. I still can't understand how XXXX can provide an erroneous report that Mr. Cooper validates as part of the refinancing process. Again, I invite you to review their horrible ratings and business practices on line.
Sincerely, XXXX XXXX XXXX
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10/03/2019 |
Yes |
|
- Struggling to pay mortgage
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Web |
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I purchased my home in XX/XX/XXXX. I did not realize until after I moved in that the seller had not properly disclosed several issues in the property that needed immediate major structural repair and attention, so I had to put money into some of those repairs, but I kept the mortgage payments up as best I could. Then I had a XXXX XXXX XXXX XXXX XXXX that has required me to go on unemployment and await approval for XXXX. In XX/XX/XXXX I was completely unable to return to work and had no income at all and had to apply for public assistance for medical and food stamps, but I remained in contact with NationStar / Mr. Cooper about my situation. By this time I had missed two months of payments. I XX/XX/XXXX, I was awarded unemployment and contacted NationStar / Mr Cooper to inform them that I would receive a lump sum payment and would be able to pay part of the amount owed and was informed that unless it was the full amount it would not be accepted and would be returned, it was like they wanted me to lose my property. So I felt like I had nowhere to turn and did not qualify for any programs because I had no other form of income and as the months went by the mortgage payments continue to add up.
My husband and I share the household income and expenses. I applied for a loan modification with my housing counseling agency, XXXX XXXX XXXX, in early XX/XX/XXXX. I was told that NationStar / Mr Cooper does not work with housing counseling agencies, and will only agree to work directly with me as the borrower. ( This seems untrue. ) I had to resubmit my application on my own and did so again in late XXXX. I provided all the missing information that NationStar / Mr Cooper requested to complete my application in a timely manner. Then, after waiting and providing all my documentation and having conversations with Nationstar / Mr Cooper reps for a month, I was finally called and told that I do not qualify for a loan modification because I owned my home for less than 12 months.
At the time of facing foreclosure and did not understand why I did not qualify for a loan modification, or why I was not told this right in the beginning because it was no mystery to NationStar / Mr Cooper how long I owned the house. Also, I did not receive anything in writing to inform me of this denial ; I was only told over the phone. NationStar / Mr Cooper went forward with the process to foreclose on my home and accumulated attorney 's fees. In XX/XX/XXXX my daughter was XXXX and I contacted Nationstar / Mr Cooper to inform them that I would be able to make the payment in full in XX/XX/XXXX, I was told that no attorney had been assigned to the case as of yet but they had hired a law firm. I contacted the law firm to get the amount owed and was to conflicting amounts and who to pay. The law firm told me to pay them, and the mortgage company told me to pay them. I read over my documents and it said to pay Nationstar / Mr Cooper and they would pay the attorney 's from the amount, but that did not happen ; I am left with a balance of {$1400.00} dollars. I paid the full past due amount of {$4000.00} minus the attorney 's fees from the proceeds of my daughter 's life insurance policy. I have had numerous conversations with NationStar / Mr Cooper that this was a temporary fix to my hardship and that it would get me caught up but eventually I would still need the assistance of programs available to me. And was told that I could reapply for a loan modification in XX/XX/XXXX and now it is XX/XX/XXXX and feel that I will get the same results.
I explained that I felt it was unfair that I was not given the chance or opportunity to apply for programs prior to the hiring of attorney 's. I would like a chance to appeal this decision of attempted foreclosure on the property without seeing if I qualified for any other program and the attorney fees that I am being charged, but have received no instructions on how to do so. I also feel like it would be important to inform me of any other options that Nationstar / Mr. Cooper might determine I may be eligible for that would allow me to make affordable timely mortgage payments until my financial hardship changes, without continuing or beginning foreclosure on my property. The time of the first attempt to foreclosure on my property, I did not have any indication that there are any possible solution to my problem other than move out. I have contacted them early enough in hopes that there will be other options available. This seems unreasonable that as a homeowner there is nothing they could offer me to assist me.
This home was already marked for foreclosure before I signed the documents. There was a problem the night before that I was not made on the sellers part that I was not aware of and was still allowed to sign. This happened with sellers agent, my agents, loan company, and title and escrow company. There was a lot of problems with this home that was swept under the rug that is why the property tried to switch hands so quickly that it did not give the title company a chance to get the paperwork correct until XX/XX/XXXX ; over two months. I don't want to make this about race but I believe you are placed in specific types of programs where they know you will not be able to keep up just so they can take it back, such as FHA. I was not even offered any first time home buyer programs or assistance with FHA.
FHA has weakened it guidelines so that they do not have to complete their appraisals by close examination, now they just glance from a distance. It lowered its credit score acceptance to XXXX or above so that more people can qualify and purchase homes within a specific price range and most of those homes have major issues. The people who purchase them are living paycheck to paycheck and if you miss one or two payments they can begin the process of foreclosing, it affects your score making it hard to qualify for loans to repair or purchase anything. Before you know it, you are homeless because your credit is damaged, you can't rent, buy, or lease anything. It's sad, I would like to be considered for assistance programs based on need not race.
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09/09/2019 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Information is missing that should be on the report
|
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Web |
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Today, I made a call to XXXX and was instructed to place another dispute with the CFPB against Mr. Cooper to get this situation fixed. The representative I spoke to said that this needs to be resolved on Mr. Cooper 's end and I will not be giving up until this is 100 % resolved to my satisfaction, the correct way as I have done NOTHING WRONG to deserve what Mr. Cooper has done. It shows up on my wife 's, it should be on mine!!! She said I need to request this be escalated to the highest level it can go because the run around I am receiving is absolutely absurd and it needs to be reviewed by a fresh set of PROFESSIONAL and EXPERIENCED eyes.
1. The first item I have attached is the email Mr. Cooper denies receiving ... To quote XXXX XXXX XXXX, You indicate that an email was sent to XXXX XXXX on XX/XX/2019. However, we do not show that any correspondence was received on that date. While this may not be the response you were hoping for, we trust that we have addressed your concerns. the email we sent to Mr. XXXX XXXX. Please see the attached document dated XX/XX/2019. It is the email sent from our personal email to him, as according to every search online, email is the only method of communication to reach him. This attachment clearly shows it was sent by us to him. This clearly explains EVERYTHING from day one I decided to file a dispute with the CFPB. Sorry this isnt what you wanted to see 2. The next items I have attached would be the " Fixed Rate Dispute '' screen shots from directly from our credit reports that Mr. Cooper word for word denies. It is 100 % impossible for a dispute to be added to a credit report unless a dispute is filed. If you learn how to read, all of these are related to a FIXED RATE! Not once have we EVER disputed our fixed rate! I called XXXX and questioned this the very day it appeared on my credit report and they explained that YOU, MR. COOPER, added this to our credit reports. They informed me that a credit counseling service was utilized and WE NEVER USED ANY TYPE OF SERVICE EVER! THIS IS STRAIGHT UP FRAUD! I IMMEDIATELY DISPUTED THIS DISPUTE RIGHT THEN AND THERE. It is notated on there. XXXX informed me that Mr. Cooper did this. In fact, they also stated the only way it can be removed from both myself and my spouse IS BY YOU! This will be removed by Mr. Cooper from our XXXX immediately because this is FRAUD.
3. Also attached is a screen shot of the communications page from our account on the Mr. Cooper website. Our last ONLINE communication to us from Mr. Cooper is dated XX/XX/2019 as you can see on the website where we were informed we would receive an update and, " Thank you for your inquiry. Unfortunately, the research required for your inquiry will likely exceed the 30 business days that we anticipated we would need to resolve the request. Our analysts continue to work toward resolving your issue, and we will remain in contact with you as we work toward a resolution, which will be provided within 15 business days of the original 30 business day deadline. We greatly appreciate your patience. '' We never received any further communication after that. I do believe that is a direct violation of that timeframe, correct? What is the penalty? The email you attached from your end dated XX/XX/XXXX? Your letter head from your system with no time stamp. You more than likely typed it up and attached it right to the CFPB website right then and there. How do I know? Mr. Cooper NEVER directly emails us! Thats why it isnt listed in our account communications from Mr. Cooper and you sent it as an attachment. IT IS A FAKE! Mr. Cooper is in direct violation of Real Estate Settlement Procedures Act ( RESPA ). Keep in mind, damages are up to {$2000.00} plus you cover our attorney fees I believe AND court costs? There may be more but we would need to consult a professional.
4. When speaking to XXXX, I was told that it is Mr. Cooper who needs to have my account trade line reinserted. It is YOUR responsibility. It should NEVER take this long. The woman said it is BOGUS for you to be telling me it isn't a guarantee, especially when it was removed due to error not on my end, when it was marked as discharged in bankruptcy when it never was. She looked at my credit report and saw everything. She saw the mistakes. She said that Mr. Cooper should have ONE representative from the credit reporting agency that it should be dealing with directly and I should never be told that Mr. Cooper isnt hearing back from someone, that it will take multiple attempts, and that it would take many months to complete. She also provided me with a phone number to provide to you if you are in need of a XXXX Representative for future assistance to get this resolved ASAP XXXX for Marketing. How nice of them to assist you and me!
5. Once again, I quote XXXX XXXX XXXX, After completing our investigation into the aforementioned issues we determined that overall, there were no errors on our part. However, you have the right to access the documents we used in this investigation and we have included those documents in this letter for your records. Those documents are : Transaction History Previous Response and Enclosure Research Request Letters ( 3 ).
Allow me to clarify these for you. Transaction history for both myself and my wife do not match and we WILL NOT do your job for you. Please have YOUR PEOPLE MAKE THEM MATCH. In other words, DO YOUR JOB! Previous response and enclosure? Your previous response was crap, lets be real here. It flopped the first time and it flopped here too. XXXX has called you out on it by providing you with a phone number to make it right. Guess what? MAKE IT RIGHT. Denial is the longest river and you are on one heck of a boat. Research request letters, 3. More like 2 and one fabricated letter that you wrote just to attach to this website to avoid us taking legal action. It didnt work. Take a look at everything I am attaching to disprove everything you FAILED to attach. You WILL fix what we are demanding and then we will see about collecting what we are legally entitled to since you have violated the law.
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01/27/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Mr. Cooper purchased our loan in XX/XX/XXXX, one month after its origination with XXXX XXXX XXXX in XXXX, but Mr. Cooper did not apply a payment ( the first ) we had made on our mortgage. We have spend 14 hours on the phone with Mr. Cooper and send many emails asking them to correct our account and they will not. They have finally returned our payment but they have not corrected the records so our account says it is late and has the wrong principal balance. We have made payments every month but the account indicates we are 56 days late and that creditors will be notified. They sent back one of our payments, and are still holding the money from the first without applying to our account.
Here is a detailed timeline of our efforts to resolve this issue : XX/XX/XXXX : We called both Mr. Cooper and XXXX XXXX XXXX ( XXXX ) to ask what happened to the XXXX payment we made to XXXX that was supposed to be sent to Mr. Cooper.
We also submitted this question via email to XXXX.
XX/XX/XXXX : Mr. Cooper responded to our email noting when our last payment was recording in our Mr. Cooper system, and when the next payment was due and failed to address the concern.
We called XXXX, who said the loan number they used during the wire, didnt match our mr. cooper loan number. We got the wire info from XXXX.
We called Mr. Cooper and shared all this info, they said they would escalate the issue and asked for some time to look into it.
XX/XX/XXXX : We called XXXX, who said Mr. Cooper confirmed on XX/XX/XXXX that they had gotten the wire. XXXX told we they had communicated with XXXX not XXXX.
We called Mr. Cooper, who said theyll keep working on it, and if they confirmed it received, then it should take 2 days to hit my account and to call back after XX/XX/XXXX.
XX/XX/XXXX : We called Mr. Cooper. The representative said they put in a research request, and a POV ( not sure what that is ) She said there is a note that it should be resolved by the XXXX and then updated to say by the XXXX. She put a note saying that our payment status should reflect another month of payment.
XX/XX/XXXX : We called Mr. Cooper : The representative said the case was closed, and the resolution sited was that they couldnt find the payment.
Joint Call : We got XXXX XXXX XXXX on the phone with Mr. Cooper.
XXXX XXXX XXXX Confirmed that Mr. Cooper had confirmed receipt of payment on XX/XX/XXXX. Mr. Cooper said thats all they needed and let XXXX XXXX XXXX hang up.
We called Mr. Cooper a second time to connect with a representative who would escalate things further. We connected with XXXX XXXX who indicated that she would follow up with us on XX/XX/XXXX.
XX/XX/XXXX : Email from XXXX.
XX/XX/XXXX : Emails with XXXX checking in.
XX/XX/XXXX : Email from XXXX saying Account Services have reviewed your account, and when the loan was transferred over the account was due for XX/XX/XXXX meaning your XXXX payment that was made to your prior lender was posted to your account. Bringing your next due date to XX/XX/XXXX.
XX/XX/XXXX / XXXX / XXXX Emails to XXXX no response Send her payment history to prove all payments from our bank account.
XX/XX/XXXX Emailed XXXX XXXX, XXXX and XXXX saying we needed resolution. [ We later learned that Mr. Cooper filed a formal customer service request based on this email. ] XX/XX/XXXX Research Incoming emailed us to say they would call us to address the customer service issue.
XX/XX/XXXXWe emailed to ReasearchIncoming saying we hadnt been called and asked when might someone call us? ( no response ) XX/XX/XXXX We called Mr. Cooper, they said XXXX would respond to us that day.
XX/XX/XXXX We called Mr. Cooper and got to a new escalation person XXXX XXXX.
XXXX said none of the cases on our account were currently open Our account showed that we had 6 cases previously, all closed.
XXXX said she would look through our case and follow up in a couple days.
XX/XX/XXXX We sent XXXX the wire transfer info we had previously gotten from XXXX, and all our payments backup.
XX/XX/XXXX ( called ) XX/XX/XXXX ( emailed ) No response from XXXX XX/XX/XXXX XXXX called us. We together called XXXX. Got another wire transfer number.
XXXX said wait until XX/XX/XXXX for an update.
XX/XX/XXXX XXXX sent me the formal customer service letter saying there will be a response from Customer Service by XX/XX/XXXX, but XXXX assured us she was still also working on our case.
XX/XX/XXXX We sent XXXX the payment transaction from XXXX that showed the remaining XXXX balance when that payment was made. No updates from XXXX except acknowledging receipt.
XX/XX/XXXX : Email to XXXX no response XX/XX/XXXX : Called XXXX and left VM XX/XX/XXXX : Called XXXX and left XXXX Emailed XXXX and XXXX and XXXX with our XXXX 1098 tax form that further proved we had made all the payments and our Mr. Cooper account was incorrect.
XXXX responded via email saying no updates yet.
XX/XX/XXXX : Emailed XXXX XX/XX/XXXX : Called XXXX and left XXXX in am and pm Emailed XXXX and XXXX and XXXX asking for an update. XXXX responded via email saying no updates yet.
XX/XX/XXXX : We called XXXX and left XXXX, she called back. Chevons going to escalate again with the 1098. XXXX thinks the issue is our boarding balance, its not a missing payment issue. Acquisitions need to make the adjustment. Its all back office. XXXX is going to reach out to them again.
XX/XX/XXXX : Called XXXX and left XXXX Emailed XXXX and XXXX and XXXX asking for an update.
XX/XX/XXXX Emailed XXXX and XXXX and XXXX asking for another update. Phone tag with XXXX.
XX/XX/XXXX We called XXXX, who didnt pick up.
We called customer service and spoke with XXXX XXXX XXXX. She sent us our {$1400.00} payment back. But our account still does not reflect the payment originally made to XXXX.It then showed we were months behind on our paymenyts and an inaccurate principal balance XX/XX/XXXXWe spoke with XXXX twice.
Group call with XXXX and XXXX. XXXX said Mr. Cooper needs the wire transfer values for the wire transfer numbers we have This was the first Mr. Cooper followed up since XX/XX/XXXX that the information was not sufficient.
|
03/28/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
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|
Web |
Servicemember |
I did a refinance in XX/XX/XXXX, with then NationStar, now called XXXX, this refinance had a balloon payment due in XX/XX/XXXX. At this time, I had a plan in place to pay the loan off sooner. Life takes turns and I never even thought of XXXX insurance, as a chapter XXXX attorney emailed me over this past weekend that I should have and shaming me for not having it ( not retaining this smug piece of work ) I was severely hurt in a work comp accident in XX/XX/XXXX, nearly losing my life and so of course you know what happened from there. I've been out of work all of these years and only started to work part time last year. When I contacted MrCopper early last year, XXXX , they were basically ignoring me and I knew that the clock was ticking. So I choose to seek out another lender/servicer, which I did. XXXX XXXX, based out of XXXX, Colorado. By this time, now into mid XXXX, MrCopper reappears into the picture and they had an offer of a fixed rate, .75 % lower than XXXX XXXX. I specifically asked XXXX XXXX, at MrCooper, XXXX, if we would have enough time to close by the XX/XX/XXXX deadline? XXXX assured me that we did, as he told me that I would now have to sign off on the XXXX XXXX application, as Fannie Mae doesn't allow two open mortgage applications at the same time, for the same applicant, with the same investor. XXXX, perhaps I should have stayed with XXXX XXXX, although at this point, they were showing signs of " playing games also '' XXXX XXXX, XXXX & XXXX - along with his coworker, XXXX XXXX & XXXX. So I either emailed/texted all financial documents to XXXX, always in less than 24 hours and I met all of their criteria for obtaining this new mortgage. I have copies of all emails/texts/phone calls to XXXX. I was calling relentlessly for XXXX weeks, before I found out on XX/XX/XXXX, when XXXX finally decided, after my talking with his boss and other coworkers, that maybe he really should call me. We were on the phone for over an hour ( of which I have a copy of the call still ) and he basically said that we didn't meet the deadline with underwriting and basically " oh well that's life '' his whole demeanor was completely unprofessional, basically he could have cared less and had better things to do with his time. I kept talking and asking questions, that's why the call lasted so long. I reminded him of his reassuring me back in mid XXXX, no response, of course. He then mentions " you can just do a home loan modification '' Nice try XXXX, I called that dept. and they came up with some fabricated story, I feel and now said that I've waited to long, so I asked XXXXwhat 's to long? '' I was then told, within the 60 days of being in default status. So I said that " I guess that I missed this by just about 20 days? '' I was told, yes. Totally unconscionable that these people are so profoundly unprofessional/incompetent and knew full well that I am fast, getting absolutely no where. Every time you call customer service, for the very same question/problem, you get a different answer, its just totally unbelievable. No wonder why there is so much online with this company and not in a good/positive feedback/review either. Something must be done about this MrCooper in particular. It gets better though, LOL, it was suggested to me by customer service, to email their customer relations dept and explain the entire matter to them, what a complete waste of time that was, I did this on XX/XX/XXXX, well I'm still waiting for a response, not that I'm holding my breath. So I did meet with a chapter XXXX bankruptcy lawyer last year on XX/XX/XXXX, he made some suggestions and I haven't met with since, although I know that I will most likely have to. So to date, I never received anything in writing about this refinance not taking place, or any letter including the " XXXX word '' however, I know that his is eventually coming. As my lawyer said in XXXX, is that I want to try and stay in " the drivers seat '' on this one, as my home is worth much more than what the balance with MrCooper is and that they would just sell it for that amount owed. When I'm wrong, I'm wrong and I will admit to being so. Well I'm XXXX bent, in keeping my house, I've sunk a ton of money into it/the property, just in the last 7 years alone and completely resent being treated like a bag of trash!!! I'm standing my ground and will do all that is possible to expose them even further, for what they really are. So now last XXXX, I decided to go to a local bank for possible refinancing. ( mind you at this point, I'm already approaching 90 days in default, and of all things, on my mortgage!!! Fico drop from XXXX down to a XXXX, yes you read right and still on the decline, as I'm writing this, thank you MrCopper for the outstanding job that you have done of COMPLETELY DESTROYING my Fico score, a job well done, you all must be proud/celebrating by now ) So I had all the required documents/financial statements/proof of residency/etc., it all looked " very good/promising '' a I was told by the assistant loan officer. Interesting as this officer pulled my credit report, she never noticed the at least 60 days late on this mortgage, at that time? So now I receive a call back from her, 10 days later stating this delinquency and that as a result of that, the loan is a no go. Wow, well I just learned something new today, I thought and I did, again, MrCopper had actually managed once again, to shaft me, for want of a better term. For me to do the 5 year payback on a now up to {$110000.00} and growing as I type ( they wouldn't even waive a late fee for me of {$32.00}, even though I always paid within the 30 day thresh hold to maintain a positive Fico score ) is really putting me to the utmost extreme situation, but if I have no other option, I will, as I truly love my property, that much. Seriously, thank you very much for reading this " cry for help '' and even if mine, doesn't go anywhere, that's life I guess and I can live with it, but if what I have stated today, helps just one person/family, then I've done my due diligence. With pleasure I will check the box below!
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11/25/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
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Web |
|
XXXX XXXXcompleted paperwork for re-finance with company that already held my mortgage XXXX XXXXreferred my best friend to the company and they completed paperwork to re-finance with them XXXX XXXXmy best friend calls me to tell me they already closed on their loan while I have not heard anything about my loan making any movement and I also turned everything that was requested of me within 24 hours of completing my paperwork because XXXX XXXX rushed me to turn it all in ASAP In XXXXI contact XXXX XXXX ( loan processor ) she has no idea why my loan hasn't been conditionally approved, I make calls to customer service and her and nothing is done. I contact XXXX XXXX, XXXX 's supervisor XXXX XXXX and XXXX 's supervisory XXXX XXXX and they finally get on the ball. For the next month XXXX contacts me weekly asking me for this and that verification. I have at this point submitted everything except a XXXX and XXXX sample.
In XXXX-I 'm finally conditionally approved but there is still no movement. At this time life is happening, new job prospects, the home needs repairs but I can't do anything because my re-finance has not moved and you are told not to run your credit or change jobs. My life is being majorly impacted by this process and Mr. Coopers lacking ability to do their job. I make several customer service complaints with little explanations as to why nothing is happening except " this is how it is. '' ( XXXX XXXX XXXX 's supervisor ) In XXXXI contact XXXX, XXXX, XXXX, and XXXX and explain if they don't set a closing date I'm going elsewhere. I end up not getting a closing date at like the 2nd week of XXXX XXXX XXXX dares to ask me if I have 2 jobs. I HAD 2 JOBS IN XXXX WHEN WE FILED PAPERWORK WITH XXXX! I am absolutely disgusted with this company at this time. It's like they don't know or care about the way they conduct business. I get 2 other quotes from other lenders because I at this point HAVE to have this loan close for personal reasons. I get the quotes, turn them in, and they magically meet the other lenders ( which was way less in closing costs ) and have a closing date. The only reason I decided to go with Mr. Cooper after all the trouble is because I literally HAD to have the loan close so I could move on in my personal life with things I needed to do.
XXXX XXXX-I am told by XXXX XXXX that I will be received {$1400.00} at closing ( electronically if I choose and I will give a voided check to the notary that comes to our home ) and then I will received a separate check for around {$1000.00} in the snail mail 2 weeks after closing. I receive my funds from closing in the amount of {$1800.00} and I made another mortgage payment so I assume yea that's why I got a little back.
XXXX XXXXsigned closing documents at our home XXXX XXXX It's been 3 weeks since closing and I don't have my {$1000.00} escrow refund check yet but I'll give them the benefit of the doubt and wait until next Monday.
XXXX XXXXI call customer service multiple times, hit buttons to get to a person and get hung up on multiple times this goes on for a hour. I reach out to XXXX XXXX to see where my escrow refund is and she tells me she doesn't know and there is nothing she can do about it. ( On a recorded line I might add ) I plead for her to email someone or something she works for Mr. Cooper and she tells me no. I then reach out to XXXX XXXX and XXXX XXXX. I also finally get through to someone at customer service and the first person I speak with tells me that there is no disbursements and my escrow money was rolled over to my new escrow account. I am very upset at this point and get to a escalation specialist by the name of XXXX XXXX. She says she will have someone contact me about this. During the waiting I have XXXX XXXX call me and tell me " you are confused. '' I'm not confused because I have email proof from XXXX XXXX and know what I was told. Then XXXX XXXX calls me and tries to tell me that cash at closing and escrow refund are 1 in the same which is also inaccurate because I was told they are separate and I depend on a mortgage company that is getting paid for a service ( and that I assume I can trust ) to tell me the truth and accurate information. I then reach out to a executive assistant by the name of XXXX XXXX to try and reach the leadership for the company that is listed on their website. I then proceed to email XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX, and XXXX XXXX. These people listed above are all leadership within the company and I think when a customer has a serious complaint that leadership should be involved. I did not get one reply from anyone in leadership at all.
XXXX XXXX-I received a call from XXXX XXXX who reports her title is Assistant VP over the sales department. She proceeds to tell me nothing wrong has been done and she has reviewed my case and I can filed a complain with CFPD but nothing will be found there as well. How she knows the future is beyond me but here I am filing the complaint anyway. I truly can not believe this company is able to get away with lying to their customers. I was dependent on that {$1000.00} for XXXX for my children and patiently waited as I was instructed to be told the fine print changed and I knew. The truth is NO I DID NOT KNOW, I was instructed verbally and via email otherwise. I have this email as proof showing that I signed the closing documents prior to receiving this email and verbal confirmation of the funds I would be receiving. They re-structured my loan without my knowledge and without explaining it properly. I am not a mortgage specialist and therefore don't know ins and outs of mortgages. I was lied to and fraud was committed and I hope this complaint is seriously looked into. This company is doing very wrong things. If they can't get this right there is no telling what else is going on. I was told my XXXX XXXX when I asked to speak to the CEO XXXX XXXX " that is not how it works, '' " you are not able to talk to him, '' " you have no reason to talk to him. ''
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05/24/2022 |
Yes |
- Mortgage
- Other type of mortgage
|
- Struggling to pay mortgage
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|
Web |
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Filing a complaint against : Mr.Cooper XXXX XXXX XXXX XXXX, TX XXXX On XX/XX/XXXX I submitted a Flex Modification request to Mr. Cooper for assistance in getting a monthly mortgage payment lowered. I utilized the Covid deferment period for most of XXXX & some of XXXX. My relief period was ending, and I was trying to decrease my monthly payment to an affordable amount.
I received a letter dated XX/XX/XXXX offering a loan modification trial period plan. The letter states If you satisfy all of the terms of the offer, successfully complete the trial period plan by making the required payments, and return a signed loan modification agreement, we will sign the loan modification agreement and your loan will be permanently modified. The trial period plan required three consecutive payments of {$1700.00}. Then this would become my permanent monthly payment.
I contacted Mr.Cooper on XX/XX/XXXX and spoke with XXXX. I verbally accepted the offer. The three required payments were made as follows : XX/XX/XXXX PAID {$1700.00} via phone with XXXX.
XX/XX/XXXX PAID {$1700.00} via phone with XXXX XX/XX/XXXX PAID {$1700.00} via phone with XXXX XXXX # XXXX I was instructed at that time to watch the mail for the modification documents. They were to be signed and returned. It was my understanding that the next payment of {$1700.00} was due by XX/XX/XXXX.
My account is usually paid through the company website at www.mrcooper.com. I watched the mail, email, and online account for communication from Mr. Cooper. The online account would now allow a payment because the loan documents were being processed. Worried something would go wrong I called via phone on XX/XX/XXXX @ XXXX and spoke with XXXX XXXX I was trying to make the required payment. I explained that I had received the mortgage document, signed it, and sent it back via the XXXX provided envelope on XX/XX/XXXX. XXXX XXXX, the system won't allow a payment until the paperwork is processed. He advised me to monitor the online account for changes. I was told that the account was in good standing at this time.
Then I received a second letter dated XX/XX/XXXX which stated At least one required signature is missing from the Modification Agreement and Corrections Agreement we received, or at least one signature didnt match the printed name. It also states At least one borrower did not correctly date the Modification Agreement and Corrections Agreement we received. They enclosed two copies of the Modification Agreement and Corrections Agreement, and requested that I re-sign all documents and return them. Although I know that I am the only name on this account, and that I only sign my full name on legal documents I did as they requested. On XX/XX/XXXX I signed and mailed this second set of documents. On XX/XX/XXXX I attempted to call the customer service number in the received letter XXXX, again trying to make a monthly payment of {$1700.00}! The online account was still not allowing payments. I called three separate times @ XXXX EST, XXXX EST, and XXXX EST. All three times I followed the automated prompts and then the line would disconnect. I continued to monitor my email and the website for changes that would allow a payment to be made. NO CHANGE for the entire month of XXXX. Then on Friday, XX/XX/XXXX the status of my account changed to DECLINED! Full amount due immediately.
I contacted the customer service center on Monday, XX/XX/XXXX ( the next business day ) to figure out what was happening. I spoke with XXXX who explained that they had received the signed documents and that someone had been trying to call my cell phone but I was not answering so they DECLINED the paperwork. I inquired if they had attempted to email me, she answered no. I inquired if they sent me some contact in writing via mail, she answered no. I begged her to speak to a supervisor and have the decision made on Friday reversed. I explained the dates and timeline of my communication with Mr.Cooper to the representative. I also explained that financially I absolutely CAN NOT afford to pay in full nor can I afford any amount above {$1700.00}!! XXXX took it upon herself to create the solution of submitting the same documentation used for the first Flex Modification application offer to be re-evaluated by the loan modification department. This resulted in the current offer from Mr.Cooper to commit to ANOTHER trial period of three months, however, this time the monthly payment requested is {$2400.00}!
My original mortgage payment was {$2600.00}!
The intent of my phone call on Monday, XX/XX/XXXX was to APPEAL the decision made on XX/XX/XXXX. I had 14 days to submit an appeal. XXXX, an employee of Mr. Cooper, dismissed this right and re-submitted my information without my consent. I attempted to contact the Customer Service Department again on XX/XX/XXXX at XXXX EST to find some help and I received a verbal message that the department is currently CLOSED. It instructed me to call between XXXX XXXX XXXX time. ( That would be XXXX hour behind me in XXXX time. ) The call was placed at XXXX Central time!
I believe that I have been wronged here. I followed all requests that they made. I made the trial period payments of {$1700.00} with the intention of CONTINUING to pay this amount. I did investigate the phone number used to contact my cell phone. This phone number does not identify the caller at all AND zero voice messages were left for me! I thought the caller was spam!! It is my claim that this company had no intention of honoring the original offer sent to me on XX/XX/XXXX. They will not provide proof that the original signed documents submitted on XX/XX/XXXX were NOT signed and dated correctly. I know that I signed and dated those documents correctly. All I am asking is that the agreed payment amount of {$1700.00} be honored.
It is so disheartening to come through a pandemic ( financially assisted by the federal government ) just to be foreclosed on by a shady company! Please help me to open a line of communication with this company so that I can afford to continue making my house payment!!
|
01/26/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
|
Hello, Im lodging the formal complaint with the caveat that this has also been forwarded to their escalation team, and at the time of writing half of my proceeds have been issued ( per customer service, they have not hit my account yet ), so at the time of your review it may be resolved, but Im hoping this information is supplied to the FTC in the event any of what happened below is actionable on a broader/regulatory scale so other consumers dont experience the same hardships. I apologize for the length, but I think its all necessary to understand the experience : Company : Mr. Cooper Issue : Non-payment / delayed payment of insurance and mortgage payoff proceeds in excess of 3 months.
- Ahead of my house selling in XXXX, I submitted an insurance check for XXXX to Mr. Cooper, along with uploading the copies of my divorce decree and quit claim ( to remove the co-borrower from the proceeds checks ). I was told this information had been received I also mentioned that my mailing address had changed ( XXXXXXXX XXXX ) and was told by the insurance claims department that the address had been updated ( from XXXXXXXX XXXX the address of the collateral property ).
- My next call is in response to a voicemail saying that a proceeds check had been issued to me for a portion of the XXXX and was returned undeliverable I call and learn the check was sent to my old house ( XXXXXXXX XXXX XXXX ) and that it was issued to both mortgage holders thats when Im told the Quit Claim / Divorce Decree were not received and I need to submit them again, but because my house sold had sold by this point I cant use the upload service and I can only fax them ( I ask specifically about email, I am told it can not be emailed ). Per my visit to XXXX, it would cost {$45.00} to do so, but lo and behold, I was able to upload them anyway. I upload them - I believe I called to follow up after 2-3 weeks ( approx. 1st week of XXXX ) either on my own or in response to another undeliverable message about the proceeds check. The rep I spoke with told me my money had been issued to my new lender and that the money is gone 25 minutes on hold later the rep indicates that the insurance claim is closed because of the sale and has transitioned to servicing they will issue checks for the full insurance amount in addition to any amount owed for the remainder of the escrow balance, etc. I ask if my quit claim deed / div decree was reviewed Im told it was reviewed and approved on XX/XX/XXXX. I ask what address servicing has and if they can see the divorce decree/quit claim deed he says XXXX need to ask servicing. I get transferred to servicing who indicate they still have the wrong address ( XXXXXXXX XXXX ). I provide the new address. They ( servicing ) tell me they see the quit claim/divorce decree and the checks will be issued by XX/XX/XXXX.
- XX/XX/XXXX or XXXX I receive 2 checks in the mail, dated XX/XX/XXXX made out to myself and the co-borrower ( meaning they just stuffed the previously undeliverable checks in a new envelop to the correct address ). I call and get yet another representative who says the Quit Claim / Divorce decree are here, shes going to reissue as 3 separate checks. She sits on the phone with me, she confirms the details as she processes each check. She tells me theres no way to expedite any of it, despite the long process and frequent missteps. She tells me it will take 3-5 business days - XX/XX/XXXX, I call again to learn ( after a massive, lengthy hold ) that the checks were not issued because I never submitted my Quit Claim / Divorce Decree! No one bothered to notify me of the issue. So at this point I request an escalation and I get assisted by XXXX in escalations ( who is lovely, and arguably the only positive part of this experience ) XXXX is able to locate my Quit Claim / Divorce Decree and goes as far as attaching it to each request so it doesnt get denied again. She also takes a further step of allowing me to submit a cancelled check to the help email address so the funds can be wire-transferred instead ( so there was a way of expediting after all ).
- Today XX/XX/XXXX, I follow up with XXXX as the funds have not hit my account to learn that one check was approved yesterday but the other was denied because they were apparently handled by two separate individuals. Now the remainder of the funds sit in limbo awaiting the attention of someone who can issue them.
This raises a few concerns : 1 ) Mr. Cooper has held my funds for an unreasonable length of time, as all information needed by me was provided in early XX/XX/XXXX, without paying interest on these funds or reasonably escalating for remediation.
2 ) Representatives of Mr. Cooper have applied their rules and procedures in an inconsistent way a. They denied me access options ( sending documents via email or cancelled checks via email to allow wiring vs. physical checks ) b. Two wire requests ( the checks were split XXXX and another for XXXX to include the remainder of the insurance claim and the payoff refund ), submitted identically and on the same day were handled by two separate representatives and resulted in two separate outcomes if this happened to me, then inevitably its happened to other consumers, which constitutes disparate treatment.
c. Multiple representatives have told me vastly different things ( documents not received when they had been, your money is gone and sent to a lender, your mailing address has been updated when it hadnt, you cant use our upload feature because youre no longer an active customer when it was accessible ) similar to point B, these examples demonstrate a massive, systemic issue with the knowledge level of their employees, resulting in inconsistent and disparate treatment.
Again, I provide all of this to you in the hopes that at the time of your review this will all be resolved, but Im absolutely shocked and taken aback, as a person who works for another major financial lender, that this kind of treatment could be allowed by such a large and reputable lender.
Thank you for taking the time to review this.
|
01/17/2023 |
Yes |
- Mortgage
- Other type of mortgage
|
- Trouble during payment process
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|
Web |
|
This is involving my current Mortgage company Mr. Cooper XXXX XXXX XXXX XXXX XXXX XXXX, TX XXXX I have experienced ADA violation with them. I am XXXX and I have requested a sign language interpreter several times and they denied it. They also lied to me. I was covered until the XXXX mortgage program where I did not make payments for 12 months. When it ended, I told them that I wanted what I owe to be extended at the end of my loan. They tricked me by saying oh I qualified for modification which reduced my payment by {$500.00} a month and interest rate is the same. Nothing is new. However I needed the notary person that they hired to come to my home for me to sign the papers. They said its just to start back up the mortgage. I asked for interpreter and they said no need to. And that if i want interpreter, I have to pay for myself. I know per ADA law, companies like hospitals, schools, and etc must provide interpreters if a XXXX person request it. They said no no. No need. XXXX telling you what it is. Its just to restart the mortgage. But theres an urgency that I have to sign. Notary person came and XXXX deaf and I couldnt understand her at all. But based on what and. XXXX said, I signed it. Very recently I told several people neighbors who are in the mortgage company, they said did I realize I signed the partial deed claim for {$110000.00} and even for 12 months, it is awfully very high. I had XXXX friends who are lenders and they said it does not sound right and told me this is NOT required when I wanted to add those 12 months after 30 years loan. So they lied to me and they did not provide an interpreter. If they had provide an interpreter and interpreter signed what the notary person said on the papers, I would have NOT signed the papers. I contacted Mr. Cooper numerous of times. Spoke to said supervisors and all I got was we dont provide interpreters. You have to bring XXXX yourself. You dont need an interpreter. All you had to do was read it. Everything was all there and lastly its too late now. You signed it. You should have read it. Then in order for me to reversed it, the supervisor said then you must pay XXXX {$110000.00} today. How the heck does not paying for 12 months equaling {$36000.00} come up to be {$110000.00} and was the 12 months payments supposed to be recovered and paid at the end of the 30 years loan? They really took advantage of my XXXX and XXXX as I was using videophone to communicate with them using interpreters. Even the interpreters told me after I hung up with them to contact a lawyer because they took advantage of me and they violated XXXX XXXX by NOT providing me interpreter therefore I couldnt understand what I was signing even though they lied and said oh its to restart your mortgage. I was not familiar with Mr. Cooper because I bought my home XX/XX/XXXX and within that year, my mortgage was bought out 3 times and during XXXX, Mr. Cooper became my mortgage and they said oh you dont have to pay cuz of XXXX and telling me all kinds of lies so they can get me to sign the {$110000.00} partial claim deed of trust. They violated my rights over and over and over again. They violated the ADA law.
Per ADA law, People who have vision, hearing, or speech XXXX ( communication disabilities ) use different ways to communicate. For example, people who are XXXX may give and receive information audibly rather than in writing and people who are XXXX may give and receive information through writing or sign language rather than through speech.
The ADA requires that title II entities ( State and local governments ) and title III entities ( businesses and nonprofit organizations that serve the public ) communicate effectively with people who have communication XXXX. The goal is to ensure that communication with people with these XXXX is equally effective as communication with people without XXXX.
This publication is designed to help title II and title XXXX entities ( covered entities ) understand how the rules for effective communication, including rules that went into effect on XX/XX/XXXX, apply to them.
The purpose of the effective communication rules is to ensure that the person with a vision, hearing, or speech XXXX can communicate with, receive information from, and convey information to, the covered entity.
Covered entities must provide auxiliary XXXX and services when needed to communicate effectively with people who have communication XXXX.
The key to communicating effectively is to consider the nature, length, complexity, and context of the communication and the persons normal method ( XXXX ) of communication.
The rules apply to communicating with the person who is receiving the covered entitys goods or services as well as with that persons parent, spouse, or companion in appropriate circumstances.
For people who are deaf, have hearing loss, or are deaf-blind, this includes providing a qualified notetaker ; a qualified sign language interpreter, oral interpreter, cued-speech interpreter, or tactile interpreter ; real-time captioning ; written materials ; or a printed script of a stock speech ( such as given on a museum or historic house tour ). A qualified interpreter means someone who is able to interpret effectively, accurately, and impartially, both receptively ( i.e., understanding what the person with the XXXX is saying ) and expressively ( i.e., having the skill needed to convey information back to that person ) using any necessary specialized vocabulary.
Mr. Cooper violated my rights to have a certified sign language interpreter for when the notary person came to interpret what the notary was reading on the papers. If i had an interpreter, I would not signed it. The excuses of well you didnt have to sign it if you didnt understand it is not a reason to waive that rights. I was bullied and rushed to sign it with urgency and Mr. Cooper said it was just to restart the mortgage and what I asked for was good. Which was XXXX percent interest rate and the missed payments to be paid after 30 years loan allowed to federal XXXX mortgage program.
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09/15/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Trying to communicate with the company to fix an issue while managing or servicing your loan
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Web |
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Note : while I am writing this complaint, it is coming from both my husband and I, so there are parts where I do use " we '', " us '' or " our '', and others where " I '' or " me '' are more appropriate.
There are really two situations going on, but we are going to start with the most recent one first.
Situation 1 We sent in a partial payment for XXXX in the amount of {$3200.00} ( came out of our account on XX/XX/2023 but I think we might have set up earlier ), due to the other situation we will explain at the end. It was enough to cover the Principal and Interest ( P & I ) payment of {$2700.00}, and still have some left over for taxes and insurance. When I spoke to Mr. Cooper on XX/XX/2023, they refused to post the payment without the remaining Escrow portion. I have tried to make clear to them that the amount that needs to be paid for us to be considered current, per our loan documents, is just the P & I amount ( {$2700.00} ), not taxes and insurance. Due to not being able to get them to post it ( had one person say she understood what I was explaining ), that same day I requested they remove the Escrow from our account. This was approved on XX/XX/2023, but won't be completely finish until XX/XX/2023. On XX/XX/2023, we sent them proof showing this, which was our Note highlighting the applicable sections about Monthly Payment and Delinquency. On top of that, their site shows that they will charge us the late fee of {$130.00} if the remaining {$570.00} is not received by XX/XX/2023. The {$130.00} is 5 % of our monthly payment, which is what our Note says, yet they want to charge us the late fee for not paying Escrow. The Escrow is not due until next year, they have 2 monthly payments of Taxes and Insurance extra from closing sitting in there already. Being that I previously worked in the Mortgage industry for a little under 22 years this concerned me, as : -How many other customers have become delinquent even though they made their P & I payment?
-How many other customers did this result in negative credit reporting?
-How many other customers were foreclosed?
Situation 2 ( they have all this information already, but can provide again if needed ) Previous Situation reported to XXXX : The reason we only sent in a partial payment for XXXX is their failure to complete the recast in sufficient time. We closed on our loan with XXXX on XX/XX/2023, and shortly after that they sent the servicing to Mr. Cooper. We requested information on how to do a recast, as we knew ( long before closing, and notified XXXX ) that we would be receiving money from the sale of our land to put down on the mortgage ( did not come in until after closing unfortunately ). The recast request did not state how to pay the additional principal ( curtailment ), so we got it set up to go with our XXXX payment to XXXX. We paid this on XX/XX/2023 through the XXXX site ( it posted to their system XX/XX/2023 ). On XX/XX/2023, we sent Mr. Cooper the signed recast request with the {$250.00} fee, gave them the information on the curtailment made to XXXX ( {$100000.00} ), and calculated out the balance we would expect the payment amount to be determined to be effective XXXX. The Subordination department at Mr. Cooper confirmed receipt of the request on XX/XX/2023 and that it was approved, but said they had not received the curtailment ( to be clear they said a lower amount, which already concerned me ). I followed up the same day to point out that I did mentioned on the request the curtailment of {$100000.00} to XXXX was already made. XX/XX/2023, I received notice from the Subordination department that they still did not have the curtailment, so I called XXXX and confirmed it will be sent that week, which I relayed to them. Crickets the rest of XXXX. I confirmed late on XX/XX/2023 that the curtailment was now displaying on their system ( showing XX/XX/2023 mind you ), and I followed up with the Subordination department again on XX/XX/2023. Later that day, I receive an e-mail with the Modification showing the effective payment as being XXXX. I was livid. Not once were we told there would be any delay in this due to the originating company having the money, and Mr. Cooper sub-servicing the loan. Multiple times we provided documentation showing that we had taken all the necessary steps, but they refused to accept their error. We reported it to the XXXX and disagreed with their response. Even the originator of the loan, XXXX, attempted to contact Mr. Cooper to have them resolve, and he was equally frustrated ( he requested they transfer the sub-servicing to XXXX, but he was not sure they would do so ). I even had someone say that they talked to my husband, when it was really the originator of the loan, and she had the audacity, when I said that wasn't my husband, to use my husband 's name ( clearly reading from our file ). Very concerning on what kind of security processes they have in place. While we still did not agree with the Modification having XXXX 's payment, we signed and sent by the deadline ( XX/XX/2023 ), to avoid further delays, and we commented on the cover page to make it clear we still did not agree. They received it on XX/XX/2023 and processed for the XXXX payment. Since we did everything required of us for it to be effective for XXXX 's payment, we calculated out what the payment actually should be with Taxes and Insurance, and that is why we paid the {$3200.00} mentioned above.
Even though we don't mind not having an Escrow account ( don't like that they can earn interest on our money ), we should not have had to do this in order to get our payment made for XXXX. We also should not have had to wait for the Recast to be effective another month. Part of their claim on this is that XXXX is the investor, but once again, I am aware, from working in Mortgage, that they can buy back from the investor to make something right that they did in error. We have no confidence in this company or their ability to read the loan documents that they are supposed to be executing.
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09/22/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Back in XX/XX/XXXX, I requested a PMI removal based on a new appraisal. Mr. Cooper ordered the appraisal, which was completed on XX/XX/XXXX. With the new appraisal, the appraisal was below the current market in my neighborhood, without the upgrades that were done to my house. In fact, the appraisal was just short of {$2000.00} needed to remove PMI.
The appraisal completed on XX/XX/XXXX was not submitted to Mr Cooper for almost 30 days, while the market value of homes in my neighborhood continued to rise. It wasnt until the end of XXXX, which I was notified of the results of the appraisal, and provided with a copy. By then, the market again continued to rise, well above the appraisal amount that was provided.
On XX/XX/XXXX, I formally disputed the appraisal to : XXXX with the following : I am formally disputing the attached appraisal that was done for the PMI Removal Request that I submitted. You will note that this appraisal came in very low compared to the recent sales in my neighborhood.
Also, if your review my address on any of the home sites such as XXXX, XXXX, you will see that my home is appraisal upward to $ XXXX.
Also this appraisal did not account for any recent upgrades to the home, such as the Front Porch Enclosure and Seemliess Gutter installation that cost {$2300.00}, The fencing that cost {$4300.00}, The water filter system that cost {$3600.00}, The new vinyl flooring that cost {$12000.00}, The new XXXX solar system with battery backup that cost {$59000.00}. All of the receipts were provided to the appraiser.
Also, you will note on the report that the appraisal was conducted on XX/XX/XXXX, but the appraiser waited until XX/XX/XXXX to sign the report. Why was this done? Did he consult with Mr. Cooper or XXXX investors before finalizing the report? {$3000.00} more in the report would have put me under 80 % LTV.
Attached are links to XXXX recent sales in my own neighborhood, in which some do not have the extra loft space on a XXXX floor like my home. All of these houses sold for way higher that the value of my home on the attached appraisal, and also do not contain the upgrades that I added as well.
I do not agree with the appraisal report and are formally challenging it.
XXXX XXXX XXXX XXXX, XXXX, FL XXXX {$500000.00} Sold Price XXXX Beds XXXX Baths XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX, FL XXXX {$540000.00} Sold Price XXXX Beds XXXX XXXX XXXX XXXX XXXX XXXXXXXX Sq Ft XXXX XXXX Pl, XXXX XXXX FL XXXX {$550000.00} XXXX Price XXXX Beds XXXX Baths XXXX XXXX : XXXX On XX/XX/XXXX, Mr , Cooper acknowledged my dispute with the following email reply : XXXX sent XXXX XXXX. XXXX at XXXX Hello, We received your request to dispute, and it has been forwarded for review. Please allow 30-45 business days for an update to be made.
Thank you, Mr. Cooper By XXXX, I received a letter from Mr. Cooper again denying my dispute.
I called Mr. Cooper in XXXX and XXXX, requesting a new appraisal, based on additional upgrades to the house, and outlined them. They indicated by letter denying the request stating that my solar system is financed and not to be covered as part of the appraisal. I did not request a new appraisal based on the solar, but for other upgrades documented and paid for in full.
On XX/XX/XXXX, I called in and requested a new appraisal due to a new upgrade to the house, which was a Whole home battery backup system at the tune of {$20000.00} that was paid in full.
On XX/XX/XXXX, I received a denial letter from Mr. Cooper for the PMI removal, and a new appraisal was not ordered.
I called into Mr. Cooper on XX/XX/XXXX at XXXXXXXX XXXX and was transferred to the PMI department. The rep indicated that there was confusion on my new appraisal request, and that Mr. Cooper was asking for proof of payoff foXXXX XXXX XXXX XXXX XXXX explained that this was irrelevant to the new upgrade for the whole home battery backup system that was recently installed and paid for in full.
The rep told me to dispute the original appraisal, which I confirmed that was done back in XXXX. Then she said, to write a letter to Mr. Cooper, Advising that the Solar System originally installed and financed is a separate entity of the whole home battery system that was recently installed and paid for in full. Also. was advised to send Proof of installation and later of explanation and a formal letter to request a new appraisal.
I indicated to the Mr. Cooper agent, that I requested this on XX/XX/XXXX and that this request was documented on the recorded call into Mr. Cooper as well. I also explained this info on our call today.
I am formally sending in this complaint due to the fact that Mr. Cooper hired someone to do an appraisal on my home, significally lower in value then any of the homes in my neighbor, with the same size, and without any upgrades. Also this appraisal was done during a time, where the value given in the appraisal, was simnifically lower then any of the values in my neighborhood, and with proof of home sales provided above. Also, the appraisal did not take in any consideration of any upgrades added to the home that were paid in full.
I am also filing a dispute for the fact that Mr. Cooper continues to deny my request for a new appraisal based on recent upgrades done to the home after the original appraisal, which were the following upgrades at a total paid in full amount of {$29000.00}.
New Paver Driveway - $ XXXX New Hybrid Water Heater - {$1900.00} New Whole Home Battery Backup System - {$20000.00} Storage Racks in Garage - {$1000.00} Mr. Cooper continues to deny requests and to do their due diligence to order a new appraisal based on current market values. In addition, if just researching my home based on current market values, outside of an official appraisal, they will see that the home appraises well over the amount needed to remove PMI. Mr. Cooper knows this, so they are playing any type of games that they can, to deny new appraisal requests, while I continue to spend money on upgrading my home.
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08/05/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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Dear Sir or Madam, *1. SETERUS INC NumberXXXX Please correct this inaccurate information on my credit report. I recently pulled my credit report from your Bureau and my attorneys and I had a chance to go over my credit report and in amazement, that you have decided to report me 30 days late on this account in XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, as wells 60 days late on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX, and 90 days late in XX/XX/XXXX.
I immediately disputed this information with SETERUS INC and the results of the investigation came back " verified ''. Not only was I never late on this account, but according to the Fair Credit Reporting Act ( FCRA ), the information furnisher is required to notify me of the insertion of negative listings. Since I have disputed the lates with the creditor, and you obviously " verified '' them, I am very curious as to what kinds of " records '' you may have for this alleged account. I am very confident that you are in violation of the ( FCRA ) and ( FCBA ) sections ( 1666, 1666a. 1666b., and 1666c. ) as stated below : 1666. Correction of billing errors ( b ) Billing error ( 4 ) The creditor 's failure to reflect properly on a statement, a payment made by the obligor or a credit issued to the obligor. ( 5 ) A computation error or similar error of an accounting nature of the creditor on a statement. ( 6 ) Failure to transmit the statement required under section 1637 ( b ) of this title to the last address of the obligor which has been disclosed to the creditor, unless that address was furnished less than twenty days before the end of the billing cycle for which the statement is required. ( 7 ) Any other error described in regulations of the Bureau. 1666a. Regulation of credit reports ( a ) Reports by creditor on obligor 's failure to pay amount regarded as billing error After receiving a notice from an obligor as provided in section 1666 ( a ) of this title, a creditor or his agent may not directly or indirectly threaten to report to any person adversely on the obligor 's credit rating or credit standing because of the obligor 's failure to pay the amount indicated by the obligor under section 1666 ( a ) ( 2 ) of this title, and such amount may not be reported as delinquent to any third party until the creditor has met the requirements of section 1666 of this title and has allowed the obligor the same number of days ( not less than ten ) thereafter to make payment as is provided under the credit agreement with the obligor for the payment of undisputed amounts. ( b ) Reports by creditor on delinquent amounts in dispute ; notification of obligor of parties notified of delinquency If a creditor receives a further written notice from an obligor that an amount is still in dispute within the time allowed for payment under subsection ( a ) of this section, a creditor may not report to any third party that the amount of the obligor is delinquent because the obligor has failed to pay an amount which he has indicated under section 1666 ( a ) ( 2 ) of this title, unless the creditor also reports that the amount is in dispute and, at the same time, notifies the obligor of the name and address of each party to whom the creditor is reporting information concerning the delinquency. ( c ) Reports by creditor of subsequent resolution of delinquent amounts A creditor shall report any subsequent resolution of any delinquencies reported pursuant to subsection ( b ) to the parties to whom such delinquencies were initially reported. 1666b. Timing of payments ( a ) Time to make payments A creditor may not treat a payment on a credit card account under an open end consumer credit plan as late for any purpose, unless the creditor has adopted reasonable procedures designed to ensure that each periodic statement including the information required by section 1637 ( b ) of this title is mailed or delivered to the consumer not later than 21 days before the payment due date. Because I take my credit very seriously, I contacted every name and account that was listed on the report. I was again very shocked by the multiple names, account numbers and figures. Included with this letter, is every letter written to those who have hampered my ability to obtain credit. I believe that any judge that looks over the report would agree that it is a violation of both the FCRA, CCPA and FACTA. The following accounts were listed on your report and I have demanded from them a full accounting and five years worth of records to see if their accounts were in violation of the FAIR CREDIT BILLING ACT ( FCBA ). We also demanded signed contracts, agreements or any legal paperwork that would tie us to the following accounts. Under the FCRA, you are required to conduct an investigation on this account if I request it. I DEMAND to see all 100 % verifiable proof that I was indeed Verifiably late on these accounts and the creditor fulfilled its obligations under ( FCBA 1666 ( a ) ( 2 ) ), As I was never notified of a billing delinquency on my accounts, which the creditor must do under section ( FCBA1666 ( b ) ( 6 ). I DEMAND to see proof that I was mailed my statement to the correct address notifying me of both payment due date and delinquency of payment on the account. If you can not provide 100 % Verifiable proof and proper documentation that the CREDITOR fulfilled its obligations under the ( FCBA ) and ( FCRA ), I therefore demand these late payments be removed from my account or I will be forced to be in contact with the Attorney General of my State and the Consumer Financial Protection Bureau. I therefore am submitting my written request to you to conduct an investigation. Per the FCRA, you have 30 days to conduct this investigation and respond to my request. If you do not respond within this time period, per the FCRA, you must remove this negative information.
Thank you for your time.
XXXX XXXX SS # : XXXX Date of Birth : XX/XX/XXXX BCC : Consumer Financial Protection Bureau XXXX. XXXX XXXX XXXX XXXX, Iowa XXXX
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10/12/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Payment process
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Web |
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email sent on XX/XX/XXXX ( cc XXXX XXXX XXXX. of XXXX XXXX ) Mr Cooper/Nationstar : Seems the " research '' department failed to " investigate '' my latest query regarding the amortization schedule. A correct schedule is attached for your reference as there is a large discrepancy ( over {$8500.00} ) that must be rectified immediately. Had the HAF funds been properly allocated in a timely manner...
Secondly, the 3 additional payments of {$23.00} on XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX were never applied to the principal balance ( not reflected in attached amortization FYI ) Explanation required for {$80.00} on XX/XX/XXXX Detailed breakdown of the {$29000.00} in deferred interest is also required.
Response on XX/XX/XXXX We received your correspondence and an email directly from the customer on XX/XX/XXXX, and after an investigation, we are sharing with you what we found.
Homeowners Assistance Fund ( HAF ) and Payment Application Mr. Cooper previously received similar inquiries which raised duplicative concerns. As such, we have enclosed copies of our response letters dated XX/XX/XXXX ( XXXX ), and XX/XX/XXXX, which serves to address the payment application concerns related to the XXXX funds received.
In our prior responses, the customer was provided detailed information regarding our communication with the State and details regarding the application of the XXXX program funds, and the funds that were remitted directly by the customer to the account from XX/XX/XXXX, through XX/XX/XXXX. Our line- by-line review did not identify {$8500.00} in misapplied HAF Payments. The customer indicated that the HAF payments were not applied timely. On XX/XX/XXXX, we sent a request to the State to have the XXXX funds of {$7900.00} that were previously returned to the State in error on XX/XX/XXXX, be returned to Mr. Cooper. We received the Bulk Transaction ( B Record ) on XX/XX/XXXX, for the returned funds that were wired to Mr. Cooper on XX/XX/XXXX. Please be informed that the XXXX funds received from the State are bulk transactions, which must be reconciled before the funds can be posted, as the B records contain approval amounts for multiple accounts. The XXXX funds were posted with the effective date that they were received ( XX/XX/XXXX ).
As such, on XX/XX/XXXX, we reversed the payments that were applied on the account back through XX/XX/XXXX, and reapplied all of the XXXX funds received for the Unemployment Program to the account on XX/XX/XXXX, and XX/XX/XXXX. The XXXX funds of {$5900.00}, received on XX/XX/XXXX, and funds remitted directly by the customer in the amount of {$56.00} on XX/XX/XXXX, and {$2000.00} on XX/XX/XXXX ( total {$8000.00} ), were reapplied as the XX/XX/XXXX, through the XX/XX/XXXX, contractual payments, each in the amount of {$2000.00}, and {$0.00} was applied to the suspense account.
The XXXX funds of {$7900.00} that were received on XX/XX/XXXX, were applied as the XX/XX/XXXX, through the XX/XX/XXXX, contractual payments, each in the amount of {$2000.00}, and the remaining XXXX funds of {$1900.00} were applied to the suspense account. On XX/XX/XXXX, we received a partial payment of {$74.00}, which was combined with funds withdrawn from the suspense account in the amount of {$1900.00}, and applied as the XX/XX/XXXX, contractual payment of {$2000.00}. On XX/XX/XXXX, we received funds of {$2000.00}, which were applied as the XX/XX/XXXX, contractual payment.
Trial Period Plan ( TPP ), Loan Modification, and Capitalized Delinquent Interest In the customers most recent correspondence, she inquired about XXXX ( XXXX ) additional payments each in the amount of {$23.00} on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. Please note that the account was approved for a Flex Modification that was contingent upon the completion of a TPP, as evidenced by the enclosed approval letter dated XX/XX/XXXX. The terms of the TPP indicated XXXX ( XXXX ) trial payments each in the amount of {$1300.00}, due by XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX, consecutively. The customer actually remitted XXXX ( XXXX ) payments in the amount of {$1400.00} each on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. The payments were applied as the first, second, and third trial payments on the aforementioned dates, each in the amount of {$1300.00}. As such, the remaining funds from each payment remitted was in the amount of {$23.00}, which were all applied to the suspense account, bringing the suspense account balance to {$80.00}. The suspense account, also known as the unapplied funds balance, is set up to temporarily hold any funds that have not been allocated to the loan account.
The customer requested an explanation regarding the funds of {$80.00} and the deferred interest amount of {$29000.00} reflected on the account history on XX/XX/XXXX. A loan modification was completed on the account effective XX/XX/XXXX, as evidenced by the enclosed executed Loan Modification Agreement. The amount of capitalized delinquent interest ( added to the principal balance ) was originally {$29000.00}, which was reduced by the suspense account funds of {$80.00}. As such, the amount of delinquent interest that was capitalized with the completion of the loan modification was {$29000.00}.
Please be informed that the aforementioned delinquent interest was capitalized to the principal balance and was not deferred. There is no deferred principal balance with the completion of the loan modification or currently reflected on the account. The amount of {$29000.00} reflects the delinquent arrearage of interest that accrued from the past due payments of XX/XX/XXXX, through XX/XX/XXXX.
I need HELP!!!!!! With so many lawsuits against this company I am SHOCKED that I must continue to battle these criminals with no resolve. Their amortization schedule is costing me over {$8000.00} on my principal and upon further investigation regarding the deferred interest another $ XXXX is owed back to me. As more time goes by these numbers are compounding. Need this fixed ASAP!
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03/21/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Older American |
Dear CFPB - I need your help.
My bank ( MR COOPER LLC ), has erred in canceling an open Modification application and proceeding to Forclosure soon on XX/XX/XXXX, XXXX. Please contact Mr Cooper Mortgage Co.
Status : I was approved For a modification XX/XX/XXXX. With first trial payment date XX/XX/XXXX, this was interrupted by pandemic forbearances issued by Cooper starting in XX/XX/XXXX, and continued a long time. This is my first new Non-Delegated pending Modifacation since the pandemic with due date XX/XX/XXXX, XXXX Cooper canceled this pending mod with no decision in error.
I received Mr Cooper Mortgage Co Notice letter dated XX/XX/XXXX, ( Received by me XX/XX/XXXX ).
This Cooper Notice tells me Cooper has canceled consideration of my Non-Delegated pending Modifacation without evaluation for assistance. Cooper stated : You did not provide us with all requested documents within time frame required. -This is not true & mistaken error by Cooper Home Loan co .
Cooper invited me to Modifacation with Deadline to submit the application by XXXX XXXX XX/XX/XXXX, - Cooper wrote to me & confirmed that they received my application and 34 pages of documents before the deadline.
In Cooper letter dated XX/XX/XXXX, They requested additional documents. The category requested related to income. In my first submission, I had already included bank records, IRS Tax return, Job income, investment income and statements related to how I make my income including Profits & Loss statements. Mr Cooper asked for same documents again 4 days after they first received them. Rather then dispute this I wrote them my letter dated XX/XX/XXXX, telling them I will send all that they requested by there letters deadline of : 7 days prior to a Forclosure sale date. Then shortly after this they move the Forclosure sale date, thus moving the deadline to submit the requested documents to 7 days prior to the NEW Sale date of XX/XX/XXXX.
To make matters worse of an error, the Cooper letter dated XX/XX/XXXX, canceling my Modifacation for not sending additional modification documents, canceled my pending modification 18 days before the due date of XX/XX/XXXX, Cooper never gave an actual due date. They just say : 7 days prior to a Forclosure sale date, that created the due date of XX/XX/XXXX, since the sales date was XX/XX/XXXX. But XXXX canceled 18 days before the XX/XX/XXXX due date created by them.
Facts 1 ) I received Coopers Letter dated XX/XX/XXXX ( Recevd XX/XX/XXXX ). This was Coopers acknowledgement of my modification application with attached 34 pages documents. Also, in this letter Cooper requested three missing or incomplete documentation related to my income. I believe your request was reasonable & necessary.
2 ) Cooper issued a hard but moving deadline at the bottom of page one, of the XX/XX/XXXX letter. Cooper determined the deadline to be : We Must, however, receive the completed Borrower Response Package No Later Then 7 days prior to a scheduled foreclosure sale _ -That deadline date has not passed yet. So the documents requested are not yet late or required to be submitted yet.
3 ) In my response letter dated XX/XX/XXXX, to Cooper ( USPS trackingXXXX delivered to Cooper XX/XX/XXXX ). I thought this moving deadline so strange that in my letter I confirm the documents requested and reiterate Coopers own deadline of 7 days prior to a Forclosure sale date I also pointed out in good faith that I noticed a hardship document that was not request but would expire on XX/XX/XXXX. I declared I would also update that unrequested document as well, thus correcting Coopers failure to request that document as well. Furthermore, I wrote, I would actually get Cooper the documents 10 days advance of the Forclosure date well before the Offical deadline of 7 days - I received NO RESPONSE on my XX/XX/XXXX letter from Cooper.
4 ) In XXXX during the above letters from and to Cooper the Forclosure sales date of public recored was XX/XX/XXXX, per the notice from XXXX XXXX XXXX on behalf of Cooper and public record. XX/XX/XXXX, was the ONLY sales date in Both XXXX & XXXX That means the deadline for the above requested document was 7 days before that. So XX/XX/XXXX, was the deadline for the requested documents-this is 7 days before the XX/XX/XXXX Forclosure sale date. You letter of XX/XX/XXXX, canceling my Modifacation consideration was XXXX before the due date to submit the requested documents.
5 ) Additionally, the due date of XX/XX/XXXX 7 days prior to a Forclosure sale date, '' was moved to XX/XX/XXXX, when you changed the Forclosure sales date to XX/XX/XXXX. XX/XX/XXXX, is 7 days prior to a Forclosure sale date.
6 ) In several other recent letters on other matters Cooper makes mention of the pending requested documents never giving any new due date or self correcting your due date error. They just in passing remind me of the list of documents again and write : As soon as possible, as you deadline. LOL ( In Cooper letters dated XX/XX/XXXX, XX/XX/XXXX & Others ) Summery : In Cooper document request letter dated XX/XX/XXXX, they never gave a specific date deadline. Cooper also never gave a specific Forclosure sale date connected to your deadline. They tied the deadline to a moving target of a moving forward Forclosure unknown sales date. First it was XX/XX/XXXX, now XX/XX/XXXX. But Cooper canceled my pending modification in their XX/XX/XXXX letter well before even the first moving deadline of XX/XX/XXXX that was connected to the XX/XX/XXXX sales date.
My Request : Please FIX THIS ERROR - with the standard & required 30 days from the date of a new letter listing all the additional, missing or updated document needs Cooper needs.
Thank you to the staff of CFPB fro your assistance.
See Attached 1 ) Cooper letter dated XXXX, XXXX, XXXX, showing deadline 7 days prior to a Forclosure sale date, '' that means XX/XX/XXXX, XXXX ) Errored - Cooper letter dated XX/XX/XXXX, canceling my pending modification for missing deadline end
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11/08/2022 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
|
- Trouble during payment process
|
|
Web |
Older American |
Mr. Cooper XXXX XXXX XXXX XXXX XXXX XXXX XXXX TX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX, HUD FROM XXXX XXXX XXXX TO MR COOPER This is the beginning paragraph of this letter describing hardship the XXXX family and tenants endured over 5 years as well as hardship Mr. Cooper did in negligence, fraud in loan procedures monthly payments, falsifying and holding up paperwork for COVID relief, falsely demanding monthly payments without allowing fresh starts of monthly payment. This is abundantly on top of the hardship experienced and is repeated for me. Cooper requesting a hardship letter already issued in the complaint process Read below of death by COVID ... tenant sick XXXX XXXX XXXX after dad died. Then on top of that Mr. Cooper causing more hardship with this situation.
This letter is regarding Mr Cooper mortgage company 's behavior and actions over the phone over the last XXXX years out of Texas XXXX XXXX XXXX XXXX XXXX XXXX XXXX Texas XXXX and wherever their call centers are located that we do not know of.
When we call we talked to XXXX different people over a period of XXXX months or longer and we never are given the same information. We call in to make a monthly payment and it is a hassle. We talked to a phone tree for XXXX minutes and finally get to speak to a representative to make the payment it always takes too long and the representative is unfriendly to help us process the payment. When calling in or receiving letters we were never given accurate balances per month and we were charged finance charges and late fees and other fees for miscommunication between Mr Cooper and us which never should have taken place because it should be easy to make a payment per month and given a balance. This was held back purposely by the way you train your call centers to charge these fees. This paragraph is about XXXX and XXXX XXXX before moving to senior housing living dealing with Mr Cooper from XXXX XXXX and how up to this date it has wrecked credit scores for XXXX and XXXX XXXX.
This paragraph is about tenants trying to make payments who are the son of XXXX & XXXX XXXX and the XXXX who is XXXX XXXX XXXXXXXX XXXXXXXX XXXX XXXX of XXXX XXXX whom is XXXX of XXXX XXXX XXXX XXXX. During XXXX and XXXXXXXX XXXX XXXX XXXXXXXX XXXX, who is XXXX XXXX of XXXX XXXX who is the XXXX of XXXX and XXXX XXXX and are the XXXX of XXXX XXXX XXXX for XXXX XXXX XXXX of the XXXX at XXXX XXXX XXXX The situation in all parties trying to make payments and giving permission to make payments we're trying to make payments every month calling in and they were hassled and given permission to make the payments by a letter of declaration that was also a hassle. When XXXX XXXX and XXXX XXXX tried to call in to make payments the same problem with XXXX minutes of a phone tree to get to a representative and the representative was not helpful to take the payment and whenever the confusion of making these payments there were late fees that were unknown.. there were extra charges unknown added to the loan without communication by Mr Cooper to give a proper balance per month. XXXX a XXXX XXXXr died in XXXX of covid and we were offered by Mr Cooper covid relief filling out forms every 3 months. We know that Mr Cooper accepted government money of the covid relief program to disperse. We were given empty promises that this covid relief would either replace the payments or do a forbearance to hold off on monthly payments. Then in XXXX of XXXX and XXXX XXXX XXXX XXXX XXXX XXXX and XXXX XXXX tenant of XXXX XXXX had XXXX and the forms were still being filled out every XXXX months. Then in XXXXXXXX XXXX XXXX tenant of XXXX XXXX had XXXX again in XXXX and XXXX of XXXX and these forms were still being filled out by XXXX and XXXX XXXX. This exasperating process was supposed to at least get forbearance or at the very best pay the payments but then Mr Cooper came back and said none of this worked none of this was going to hold off the payments and we were surprised with {$18000.00} of catching up with the loan and before that in between of filling out the paperwork we were told that we had to make payments and we kept filling out the paperwork in hopes to just start fresh with the {$700.00} per month payment but they before that said oh it's {$3000.00} or {$4000.00} to catch up on. Payment per month. So we kept filling out the paperwork and hopes that this covid relief would take place or forbearance could start us fresh at XXXX $ per month agreement and it never did.
Now Mr Cooper has done a foreclosure for XX/XX/XXXX and we are going to do whatever we can to do an injunction to stop foreclosure and by law of Missouri do a loan modification and have an agency XXXX and HUD and XXXX help us speak with Mr Cooper. There will be no more phone calls because Mr Cooper can not be trusted over the phone. All communication and information will all be in writing for now on and Mr Cooper must respond by law and by law of Missouri in a loan modification. Missouri law states that no foreclosure can take place in a loan modification. We need the agency of XXXX and HUD and the XXXX XXXX XXXX to intervene with this process because Mr Cooper can not be trusted over the phone as we've tried this for years. I, XXXX XXXX, am living at XXXX XXXX XXXX so loan modification by XXXX XXXX must be accomplished with Mr. Cooper allowing loan modification by XXXX XXXX.
And if necessary after we figure all this out with loan modification and stopping foreclosure and trying to get out from under Mr Cooper and XXXX XXXX using his finances to buy the loan out we want to look into suing Mr Cooper for all the harassment, all the lies, all the problems over the phone that have happened for years and they have these recordings but most likely they will loose these recordings that are in their system of all these phone calls.
Never should it end up this way especially after Mr Cooper received COVID relief from us government..
XXXX XXXX XXXX
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09/27/2023 |
Yes |
- Mortgage
- Reverse mortgage
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- Trouble during payment process
- Escrow, taxes, or insurance
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Web |
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My familys generational inheritance is being taken stripped away through a systemic tactic by Nationstar/Servicers deliberate filing of a baseless foreclosure action founded upon a made-up Mortgage Default.
Our family home has equity and is situated in a prime location in XXXXFlorida .
The mortgage subject to this home is a Government backed FHA Reverse Mortgage.
On XX/XX/XXXX, Nationstar/Servicer Filed a fake Foreclosure upon the Home Equity Conversion Mortgage - reverse mortgage.
NATIONSTAR/SERVICER CONTINUES TO ENGAGE IN DECEPTION.
Nationstar/Servicer has engaged in deception. Nationstar/Servicer made `` false promises '' to provide an accounting statement, induced reliance upon its false promises, while simultaneously filing and continuing a baseless and fake foreclosure action.
Nationstar/Servicer has been repeatedly requested to provide an accounting of account statements payment history and account credits, and events that precipitated the default.
Nationstar/Servicer continues to refuse to provide any statement of accounting or proof that prior payments have been properly credited.
Before and after the made up default Nationstar/Servicer arbitrarily refused to accept tax and insurance payments or otherwise communicate regarding my request for a statement of accounting and or explanation of the default.
NO NOTICE OR DEFAULT OR FORECLOSURE DUE PROCESS Despite repeated requests, Nationstar/Servicer refuses to provide the mandatory Notice Provisions, Notice of Intent to foreclose or any of the pre-closure / default remedies contained in the Reverse Mortgage Contract.
The Cares Act, the National Housing Act Covid Protections, and RESPA regulations all contain mandatory Notice, Default and or Foreclosure due process provisions. Nationstar refused to adhere to any of these regulatory requirements nor will it provide a statement of accounting indicating whether these requested protections were applied to the account.
RUNNING UP LEGAL EXPENSES AND UNNECESSARY LITIGATION COSTS TO ABSORB THE EQUITY IN THE HOME At the Mandatory Mediation Conference Nationstar/Servicer was repeatedly requested to provide an accounting of the transactional event ( s ) that precipitated the " default. Nationstar/Servicer refused to provide such an accounting. Its attorney repeatedly stated that I should get that information from my attorney or that your attorney will have to provide that information.
On XX/XX/XXXX, Nationstar/Servicer claimed {$240000.00} was owed on the mortgage account. During the Mediation Conference on XX/XX/XXXX, Nationstar/Servicer claimed {$390000.00} was owed. Within 13 months, the amount claimed as owed has increased by {$150000.00}. Nationstar/Servicer refuses to provide a breakdown or accounting statement of the charges.
Nationstar/Servicer stated that the only unreimbursed advancements it has incurred was {$1000.00} for the XXXX Tax Payment ( that came due after the default and foreclosure filing ) {$6000.00} for the XX/XX/XXXX Insurance payment and {$2200.00} for the XX/XX/XXXX insurance payment. Each of these costs occurred AFTER the made-up default and fake foreclosure filing.
There is a {$78.00} fee for each day Mortgagee does not settle or turn over the property to Nationstar/Servicer INADEQUATE INTERNAL CONTROLS It appears this Mortgage is a bundled mortgage and Nationstar/Servicer does not have the account history to provide or it is refusing to provide statement of account / transaction history.
Nationstar/Servicer appears to have no records of the Reverse Mortgage account history.
Nationstar/Servicer appears to not have a Quality Assurance Program.
Nationstar/Servicer appears to not have an Internal or External Audit Program Nationstar/Servicer appears to not have a Record Retention Program Nationstar/Servicer appears to not have a Systems and Records Accountability Process Nationstar/Servicer appears to not have No Internal Controls Nationstar/Servicer appears to not have 1st, 2nd or third Line of Defense Mechanisms to ensure its Notice, Default and Foreclosure processes are correct.
It appears this Mortgage is a bundled mortgage and Nationstar/Servicer does not have the account history to provide or it is refusing to provide the history.
PREDATORY BULLYING AND SEE YOU IN COURT THREATS OF FORECLOSURE Nationstar/Servicer obtains Federal money and services Federally backed mortgage loans. It is exerting its mighty power by engaging in predatory bullying in its refusal to provide a statement or accounting for a Federally backed loan and has precipitated a made-up default and has harassingly informed that Nationstar/Servicer will not be providing a statement accounting that my attorney needs to get those documents. Nationstar/Servicer remarks display a see you in court attitude.
PREDATORY PRACTICES AND MADE-UP DEFAULT SCHEME Our family is marginalized. We are people of XXXX, of Haitian descent-and without the financial stability or monetary means to pay an attorney. Nationstar/Servicer has provided my family with no options or choices in this matter and is systemically forcing my family to consent to foreclosure judgement or go to trial ( and lose ) our home.
My family is being robbed of its generational wealth through a systemic, tactical, and deliberate filing of a baseless foreclosure action founded upon a made-up Mortgage Default scheme.
Please investigate this fake foreclosure and provide a Statement of mortgage loan accounting for the past 3 years, An explanation of the Covid-19 / Cares Act Reverse Mortgage forbearance loss mitigation services, Statement accounting during the Covid-19 / Cares Act servicing period, The balance of the escrow account on the loan default date An Escrow accounting depicting the events and transactions that precipitated the default, All amounts Nationstar/Servicer has advanced to the Reverse Mortgage along with the Dates and purpose of advancement, All Notices and Default Notices provided
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04/18/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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My Mortgage Servicer, Mr. Cooper/Nationstar, and I have been in negotiations, working toward a Pay-Off Settlement. We had agreed that they would accept a single payment to settle my mortgage. The due date was XXXX. Because the pay-off settlement acceptance letter had been in the form of an email only, my private investor required that Mr. Cooper provide a hard copy of this letter, which would be sent through the postal service with a dated postmark. This was to confirm the validity of this acceptance letter. Mr. Cooper did comply with sending the hard copy of the letter. However, it did not arrive until XXXX, and did not possess a dated postmark. I immediately asked for an extension of the Pay-Off Settlement. In addition, I offered to pay any fees or interest which may have accrued between XXXX and the new Pay-Off Settlement date. Mr. Cooper has not yet granted this extension.
On XXXX, unbeknownst to me, NATIONSTAR MORTGAGE LLC, became the Assignee/Owner of my mortgage, and remained the Assignee/Owner until XXXX. During this time, while I conversed with Mr. Cooper/Nationstar associates, many of them informed me that the owner of my mortgage was instead : XXXX XXXX XXXX XXXX, As Trustee XXXX XXXX XXXX XXXX XXXX XXXX XXXX, Md XXXX XXXX.
I also have written documentation in which Mr. Cooper/Nationstar informed me that the owner of my mortgage was XXXX XXXX XXXX XXXX, As Trustee. When in fact, Nationstar Mortgage LLC was the documented Assignee/Owner during that time period.
On XXXX I spoke with a Nationstar employee, XXXX XXXX. She informed me that Nationstar was the first lien holder of my mortgage. She added that XXXX was the current investor. I then contacted Nationstar Customer Relations to request documentation of these changes. I received written correspondence, dated XXXX, from Nationstar Customer Relations stating that instead, the current owner was : XXXX XXXX XXXX XXXX, As Trustee XXXX XXXX XXXX XXXX XXXX XXXX XXXX, Md XXXX XXXX There is a signed and notarized document which has been recorded at my local courthouse which documents that Nationstar was indeed the owner of my mortgage between the dates of XXXX and XXXX. Although I have many documented letters from XXXX XXXX, in which they have stated that the owner was : XXXX XXXX XXXX XXXX, As Trustee XXXX XXXX XXXX XXXX XXXX XXXX XXXX, Md XXXX XXXX at that time.
On XXXX, Nationstar reportedly placed my mortgage back into to the trust : XXXX XXXX XXXX , XXXX XXXX, AS TRUSTEE FOR XXXX XXXX XXXX ALTERNATIVE LOAN TRUST XXXX MORTGAGE PASS-THROUGH CERTIFICATES, SERIES XXXX at XXXX XXXX XXXX XXXX, XXXX, TX XXXX. I find it interesting that though my mortgage has reportedly been placed back into the same TRUST as prior to XXXX, the address has now changed from the state of Maryland to Texas.
Interestingly, Nationstar Mortgage LLC 's address is also in XXXX, Texas.
I am disputing that Mr. Cooper/Nationstar/XXXX XXXX has the right to foreclose, due to the fact that I have not seen proof that my mortgage was ever in the trust they claim it has been in and is currently in. When my loan originated on XXXX, the cut-off date for my mortgage to be added to the Pooling and Servicing Agreement Trust, was XXXX. However, the Assignment of Mortgage ( my personal mortgage ) was executed on XX/XX/XXXX, in the state of Texas, by XXXX XXXX, who was an Officer of XXXX XXXX XXXX, N.A. This document was delivered and assigned to XXXX XXXX XXXX XXXX as trustee for the holders of XXXX XXXX XXXX Alternative Loan Trust XXXX XXXX Mortgage Pass-Through Certificates, Series 2006 05 ( 'Assignee ' ) This Assignment was notarized, but was NEVER recorded at my local Courthouse. I do not believe my mortgage made it into this Alternative Loan Trust, due to the fact that it did not meet the cut-off date. The U.S. Securities and Exchange Commission has strict rules and regulations regarding deadlines.
There is a second Assignment of my Mortgage which was executed on XX/XX/XXXX, in the state of New York, and signed by XXXX XXXX, who was a Vice President of XXXX XXXX XXXX, XXXX. A simple XXXX search reveals that XXXX XXXX is an alleged Robo Signer. This document was also transferred and assigned to XXXX XXXX XXXX XXXX as Trustee for the Certificate-Holders of XXXX XXXX XXXX Alternative Loan trust XXXX. This document was also notarized and was recorded in the Official Records in the County Recorder 's Office. This Assignment appears to be somewhat more legitimate, in that it is recorded. However, it misses the required cut-off date by 4 years. Why were there two assignments, dated 4 years apart, only to be assigned to the same Trust? The main difference I can see in the two assignments is that the first assignment uses the name " Bank '' and the second assignment uses the name " Banc ''.
After my loan originated with XXXX XXXX XXXX, on XXXX, XXXX sold the note to XXXX XXXX XXXX XXXX, as trustee for the holders of the XXXX XXXX XXXX Alternative Loan Trust XXXX Mortgage Pass-Through Certificates, XXXX XXXX. The Note was stamped and signed by XXXX XXXX XXXX, who was an assistant Vice President of XXXX XXXX XXXX XXXX. Ironically, Ms. XXXX is also an alleged Robo Signer. There is no date of when this transaction took place. It was neither notarized nor dated.
The trail of my mortgage over the previous 13 years has taken a winding and deceptive path. After years of research, untold hours of phone conversations with XXXX XXXX XXXX, XXXX XXXX XXXX, Nationstar, and Mr. Cooper associates, the pieces of the puzzle are beginning to fit together.
I am asking that Mr. Cooper/Nationstar/XXXX XXXX halt any foreclosure proceedings, and honor their commitment to the Pay-Off Settlement, to allow me the opportunity to finally once and for all settle my mortgage for the amount we agreed upon for XXXX. My family and I are more than ready for this 13 year, terror-filled roller coaster ride to come to a halt and to live in peace in our home.
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12/03/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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On XX/XX/XXXX, I closed on the refinance of my home with XXXX Bank with XXXX XXXX XXXX as the settlement closer. I wired over {$14000.00} to pay closing costs, which includes pre-payment in full of real estate taxes for the XXXX tax year, 3 -7 months pre-payment of real estate taxes homeowners insurance for the XXXX year and 3-7 months prepayment of escrows. All of these items are shown on my Closing Disclosure Statement which I signed at closing. On XX/XX/XXXX, I received confirmation from XXXX Bank that the deal funded. After closing, I received a letter dated XX/XX/XXXX, that my mortgage was transferred to XXXX XXXX on behalf of XXXX XXXX. Then I received a letter dated XX/XX/XXXX, with a " Notice of Mortgage Servicing Transfer '' from TXXXX XXXX XXXX aka XXXX based in XXXX, CT that the servicing of my mortgage loan is scheduled to be transferred to Nationstar Mortgage dba Mr. Cooper effective XX/XX/XXXX. Next, I received XXXX XXXX XXXX letter of XX/XX/XXXX, that XXXX XXXX has purchased my mortgage loan on XX/XX/XXXX, and the mortgage servicer for my loan purchased will be Nationstar Mortgage XXXX DBA Mr. Cooper. This is the same servicer who serviced my loan for XXXX years prior on behalf of XXXX XXXX and prior to refinancing my mortgage on XX/XX/XXXX, as well as reimbursed my escrow for real estate taxes after paying the XXXX XXXX real estate taxes at closing. I paid my first mortgage payment due on the new mortgage by XX/XX/XXXX to Mr. Cooper. On XX/XX/XXXX, I paid the XX/XX/XXXX mortgage payment to Mr. Cooper. I noticed when making this payment I had a negative escrow balance of {$300000.00} that had a prior negative escrow balance of {$4200.00}. A portion of my mortgage payment {$600.00} went towards my escrow each month. I also noticed that I was not credited from closing the 3 months of prepaid escrowed. Monies that should have been credited to my escrow when I paid my monthly mortgage was paying a negative balance that I did not know what it was for. On that same day after making my XX/XX/XXXX payment, I called Mr. Cooper 's customer service regarding an error in my escrow balance and asked why there was a negative escrow balance when it should be a positive balance going forward after closing. The response I received was that it was a mortgage expense without giving any specifics and to call XXXX MXXXX. I called XXXX XXXX who reviewed my Closing Disclosure Statement and noticed the error and escalated to upper management. I also reviewed a statement I received in the mail from XXXX and noticed that there was a negative {$4200.00} prior to them transferring the servicing of the loan to Mr. Cooper. I also called XXXX and later received a returned call and was told that they paid the XXXX real estate taxes and I had to reimburse them for the payment. XXXX 's Statement also indicates their affilation as a sub-servicer with XXXX XXXX or XXXX. I informed them that I already paid the real estate taxes in full at closing and why they were paying it and not conducting their due diligence. Again they stated and I need to pay them back. Again on that same day I called the XXXX, PA XXXX Collector to verify that they received my payment from closing towards the XXXX real estate taxes ( school ) and she received XXXX payment XXXX The tax collector returned my call and informed me that she received my real estate tax payment after closing in XXXX and on XX/XX/XXXX, she received a payment from XXXX through XXXX and returned the payment on XX/XX/XXXX. I informed XXXX XXXX in writing and by phone. They stated that my escrow account will be corrected to reflect all payments made at closing and mortgage payments currently being made. Despite that nothing has been done. My final correspondence with XXXX XXXX was on XX/XX/XXXX when I told them that it was unacceptable that I have to wait for XXXX to get reimbursed before they correct my escrow balance meaning I have to double pay for real estate taxes and it was not my fault what this mortgage servicer done and I am being forced to pay through Mr. Cooper. Around XXXX pm on XX/XX/XXXX, I received two unsolicited emails from XXXX Bank and Mr. Cooper. The email from XXXX Bank stated titled " Thank you for Contacting XXXX Bank '' and further stated that they escalated the matter to their executive management. The email from Mr. Cooper had an embedded secure message which I did not open since my computer flagged it as potential malware.
Overall, I have not been credited in my escrow account since closing the 3-7 months of prepayments shown on my Closing Disclosure Statement towards my escrow for real estate taxes, and homeowners insurance and not credited a portion ( {$600.00} each month ) of mortgage payments paid for XXXX, XXXX and XX/XX/XXXX and I am being forced to pay TWICE for real estate taxes for the XXXX and XXXX school tax year which amounts to over {$8000.00}. I continue to have a negative escrow balance when I pay my mortgage with Mr. Cooper and as recent as my XX/XX/XXXX payment was made I was notified that I should pay the remaining negative balance in my escrow account. Therefore, what is happening is that I will be forced into a potential foreclosure situation if I don't pay the negative balance which I do not owe to XXXX. The monies I paid 3-7months in advance for my escrow and {$600.00} paid for the months XXXX, XXXX, and XXXX, and the extra payment of a full year of real estate taxes already paid are illegally going into someone's pocket in violation of RESPA, Mortgage Servicing Laws, Fair Housing, Discrimination laws, etc. I want reimbursement all my monies taken plus damages due to these violations which has left me stressed and frustrated. I continued to be damaged monthly by monies being taken each time I make a mortgage payment and further requested to replenish monies in escrow when my escrow account at Mr. Cooper should be accruing a positive balance each month since closing.
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06/17/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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I, XXXX XXXX am making complaint against Mr. Cooper Home Mortgages ( formerly Nationstar Mortgage ) located at XXXX XXXX XXXX, XXXX XXXX XXXX, Texas XXXX. I believe their recent practices affect the public good and do not represent ethical lending practices. More specifically, my complaint makes claim against the Asset Manager XXXX XXXX who is officiating the short sale of XXXX & XXXX XXXX, the owners of XXXX XXXX XXXX, XXXX XXXX Georgia XXXX ( Account # : XXXX ).
My complaint is in two parts. The first asserts that the asset managers recent actions were unethical as she unfairly required the homeowner to provide information that is not part of Mr. Coopers policy or simply the normal appraisal dispute process.
Secondly, that Mr. Cooper Home Mortgages is misusing the appraisal process to the detriment of the public at large. Moreover, Ms. XXXX is purposely ignoring a condition defect that affects the material value of the property. Potential buyers can be damaged under caveat emptor as the bank is evaluating the property based on a hypothetical condition and has no intention to inform the public.
Situation The XXXX have a financial hardship that is requiring them to short sale their home. A " short sale '' is a workout option offered by all mortgage lenders. In these cases, a traditional sale can not be accomplished because the debt on the home is more than the home is worth. When a home has a defect this can cause an additional price decrease for condition. The XXXX followed Mr. Coopers short sale process of providing financial information to the bank about their hardship. They marketed their property, obtained an offer and their short sale negotiator by the name of XXXX XXXX submitted all documentation to Ms. XXXX.
On XX/XX/XXXX, XXXX XXXX, submitted a 7-page broker price opinion report to Ms. XXXX. This report was written by XXXX XXXX, who holds an active Real Estate Broker license in Florida and Georgia. He received an appraisers license from the Florida Real Estate Appraisal Board in XX/XX/XXXX. Since that time he has completed over 300 residential and commercial appraisals that were used in federally related transactions. The BPO report included the following ( See attached ) : 1. Photo addendum - a three-page photo addendum that illustrates amenities, condition and room types.
2. Broker Price Opinion ( BPO ) - which analyzes the general and subject markets, rental analysis. This report analyzes the active listings on the market as well three comparable properties. The comparable listings in the report have been compared and adjusted for price. This allows an appraiser to contrast the differences between the subject and the comparables to justify a market value.
3. Complete Property Narrative - is a second detailed report that further discusses the adjustments made. This report is key because it allows the agent to disclose information that can be a detriment to the public such as the foundation issues described above.
Ms. XXXX sent an appraiser by the name of XXXX XXXX ( XXXX, XXXX ) to the home on XX/XX/XXXX. The home is 3 levels which includes a finished basement and over 2,400 square feet. The appraiser entered the property by supra electronic lock box which records entrance and exit time. The appraiser entered at XXXX and left at XXXX for a grand total of 12 minutes ( Coincidentally, the sunset in XXXX Georgia at XXXX on that day ). Which is not enough time to properly inspect a home for an appraisal. Not to mention, detects such as the basement leaks during heavy rainstorms as it is not built to code. There is sub floor damage by the patio as well as sloping in the kitchen. Parts of the HVAC system were not operative. Ms. XXXX set the value higher than the brokers priced opinion. However, the appraisers opinion did not note the condition defect and no adjustments were made.
On XX/XX/XXXX, the asset manager sent the following email to XXXX XXXX ( negotiator for the XXXX ) : I was out of the office XX/XX/XXXX ( you emailed me XX/XX/XXXX so has not been a week ; today is the 3rd business day, we do not work weekends ) and just got back ; I did set up the out of office in equator ; not sure why you didn't get it. For a value dispute must have a full appraisal. Once you have that you can send that over and will submit to our value dispute department. No guarantee will be approved and that the value will change. Emails are reviewed every 5 business days due to work load ; so if you need immediate attention please call in and if I am not available leave a message and will get back to you within 24 hours. XXXX XXXX. Make sure you leave the loan # XXXX when you leave a message.
It is NOT, the policy of Mr. Cooper Mortgage to require an appraisal to challenge a valuation. This statement is nefarious in that the normal appraisal challenge process usually requires that the multiple listing service marketing sheets to be submitted. Lengthy, analysis ( as I have submitted ) is an anomaly. But I did it, due to the fact that there are foundation issues and deemed this important to notify the bank so they would be award of the true condition of their defaulting asset.
My assertion is that the asset manage does not want to be made aware of the foundation issues. The home is slated for a foreclosure sale within 2 weeks of this letter. If she forces the owner into foreclosure due to these unorthodox practices, she will not want to make the bank liable for disclosing the foundation damage when the property becomes an REO. There were many banks including Fannie Mae that applied these practices back during the last real estate downturn. However, I though these practices had stopped!!!!
XXXX XXXX, XXXX XXXX XXXX XXXX, Florida / Georgia XXXX XXXX XXXX XXXX XXXX, XXXX, XXXX The XXXX XXXX CC : XXXX XXXX, US Department of State XXXX XXXX, Director of Consumer Financial Protection Bureau XXXX XXXX, Chief Financial Officer Mr.Cooper
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10/18/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
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Web |
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Dear Sir or Madam, 1. NSTAR Account XXXX Please correct this inaccurate information on my credit report. I recently pulled my credit report from your Bureau and my attorneys and I had a chance to go over my credit report and in amazement, that you have decided to report me 30 days late on this account in XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX.
I immediately disputed this information with NSTAR and the results of the investigation came back " verified ''. Not only was I never late on this account, but according to the Fair Credit Reporting Act ( FCRA ), the information furnisher is required to notify me of the insertion of negative listings. Since I have disputed the lates with the creditor, and you obviously " verified '' them, I am very curious as to what kinds of " records '' you may have for this alleged account. I am very confident that you are in violation of the ( FCRA ) and ( FCBA ) sections ( 1666, 1666a. 1666b., and 1666c. ) as stated below : 1666. Correction of billing errors ( b ) Billing error ( 4 ) The creditor 's failure to reflect properly on a statement, a payment made by the obligor or a credit issued to the obligor. ( 5 ) A computation error or similar error of an accounting nature of the creditor on a statement. ( 6 ) Failure to transmit the statement required under section 1637 ( b ) of this title to the last address of the obligor which has been disclosed to the creditor, unless that address was furnished less than twenty days before the end of the billing cycle for which the statement is required. ( 7 ) Any other error described in regulations of the Bureau. 1666a. Regulation of credit reports ( a ) Reports by creditor on obligor 's failure to pay amount regarded as billing error After receiving a notice from an obligor as provided in section 1666 ( a ) of this title, a creditor or his agent may not directly or indirectly threaten to report to any person adversely on the obligor 's credit rating or credit standing because of the obligor 's failure to pay the amount indicated by the obligor under section 1666 ( a ) ( 2 ) of this title, and such amount may not be reported as delinquent to any third party until the creditor has met the requirements of section 1666 of this title and has allowed the obligor the same number of days ( not less than ten ) thereafter to make payment as is provided under the credit agreement with the obligor for the payment of undisputed amounts. ( b ) Reports by creditor on delinquent amounts in dispute ; notification of obligor of parties notified of delinquency If a creditor receives a further written notice from an obligor that an amount is still in dispute within the time allowed for payment under subsection ( a ) of this section, a creditor may not report to any third party that the amount of the obligor is delinquent because the obligor has failed to pay an amount which he has indicated under section 1666 ( a ) ( 2 ) of this title, unless the creditor also reports that the amount is in dispute and, at the same time, notifies the obligor of the name and address of each party to whom the creditor is reporting information concerning the delinquency. ( c ) Reports by creditor of subsequent resolution of delinquent amounts A creditor shall report any subsequent resolution of any delinquencies reported pursuant to subsection ( b ) to the parties to whom such delinquencies were initially reported. 1666b. Timing of payments ( a ) Time to make payments A creditor may not treat a payment on a credit card account under an open end consumer credit plan as late for any purpose, unless the creditor has adopted reasonable procedures designed to ensure that each periodic statement including the information required by section 1637 ( b ) of this title is mailed or delivered to the consumer not later than 21 days before the payment due date. Because I take my credit very seriously, I contacted every name and account that was listed on the report. I was again very shocked by the multiple names, account numbers and figures. Included with this letter, is every letter written to those who have hampered my ability to obtain credit. I believe that any judge that looks over the report would agree that it is a violation of both the FCRA, CCPA and FACTA. The following accounts were listed on your report and I have demanded from them a full accounting and five years worth of records to see if their accounts were in violation of the FAIR CREDIT BILLING ACT ( FCBA ). We also demanded signed contracts, agreements or any legal paperwork that would tie us to the following accounts. Under the FCRA, you are required to conduct an investigation on this account if I request it. I DEMAND to see all 100 % verifiable proof that I was indeed Verifiably late on these accounts and the creditor fulfilled its obligations under ( FCBA 1666 ( a ) ( 2 ) ), As I was never notified of a billing delinquency on my accounts, which the creditor must do under section ( FCBA1666 ( b ) ( 6 ). I DEMAND to see proof that I was mailed my statement to the correct address notifying me of both payment due date and delinquency of payment on the account. If you can not provide 100 % Verifiable proof and proper documentation that the CREDITOR fulfilled its obligations under the ( FCBA ) and ( FCRA ), I therefore demand these late payments be removed from my account or I will be forced to be in contact with the Attorney General of my State and the Consumer Financial Protection Bureau. I therefore am submitting my written request to you to conduct an investigation. Per the FCRA, you have 30 days to conduct this investigation and respond to my request. If you do not respond within this time period, per the FCRA, you must remove this negative information. Thank you for your time, XXXX XXXX SS # : XXXX Date of Birth : XX/XX/XXXX BCC : Consumer Financial Protection Bureau XXXX XXXX XXXX XXXX XXXX, Iowa XXXX
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10/12/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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To Whom It XXXX Concern : XX/XX/XXXX, I suffered a XXXX XXXX exacerbation that rendered me unable to work and I immediately contacted Mr. Cooper to apply for loss mitigation. As I waited for Mr. Coopers response, I called in for updates and was instructed to upload verification documents such as XXXX XXXX XXXX, bank statements, hardship letter, profit and loss statements and I was responsive.
XX/XX/XXXX, I relocated and filed a change of address. Throughout my move I remained in contact with Mr. Cooper and again, I was only instructed to upload documents and told my application was still under review. I would like to note that the Dedicated Loan Specialists are nonexistent because I have never been able to speak with any of the Dedicated Loan Specialists that Mr. Cooper allegedly assigned to my account.
Fast forward, the Pandemic starts and I contracted XXXX along with several family members which created even more challenges. XX/XX/XXXX, I received notice that Mr. Cooper placed my account on the Pandemic Forbearance Plan and instructed me to not make my monthly mortgage payment of {$2100.00}, starting XX/XX/XXXX. Although Mr. Cooper placed my account on the XXXX XXXX, I remained responsive in trying to keep my home. XX/XX/XXXX and XX/XX/XXXX are the two dates that I received notices of the Pandemic Forbearance Extensions.
On several occasions, Mr. Cooper listed the incorrect property valuation that I appealed and Mr. Cooper instructed me to pay {$200.00} for another exterior Broker Price Opinion. I appealed each loss mitigation denial and submitted the following CFPB complaint on XX/XX/XXXX.
During the Great Recession, like so many Americans, I financially struggled to pay my mortgage and faced foreclosure. I also had health issues and was diagnosed with XXXX XXXX. Making every attempt to keep my home I contacted the mortgage company, XXXX XXXX XXXX, for mortgage assistance options. As I worked to follow XXXX XXXX XXXX ' instructions, which were often misleading, confusing and untimely, my account incurred fees which were never waived as promised. The deferred fees were transferred with my account when it was sold to Nationstar Mortgage and now total approximately {$1400.00}. XX/XX/XXXX, I suffered a XXXX XXXX exacerbation that rendered me unable to work. My health has forced me to apply for XXXX and I contracted XXXX XXXX which created even more challenges. I am now seeking mortgage assistance on two mortgages with Mr. Cooper. One modification has been denied twice and is currently pending after Mr. Cooper ordered a property valuation that was my financial responsibility. The other mortgage that was sold to Nationstar is under forbearance.
XX/XX/XXXX, I emailed Mr. Cooper a Reasonable Accommodation Request and during that timeframe I uploaded information/medical records about my XXXX and Mr. Cooper even made a request that I include a statement that I am XXXX.
In addition, I submitted the following complaints to the CFPB on the listed dates.
XX/XX/XXXX For approximately three years, I have submitted required information to Mr. Cooper for a loan modification from Mr. Cooper and the company has denied my request. In response to instructions from Mr. Cooper, I paid for a Broker Price Opinion and the Broker Price Opinion 's was higher than what Mr. Cooper initially said. Mr. Cooper still has the lower valuation noted on my account and again, denied my loan modification. Therefore, my complaints against Mr. Cooper are the fee I paid for the XXXX XXXX XXXX, failure to review my loss mitigation options within 30 days and the misrepresentation of my property valuation, my payment history and the pay-off amount.
XX/XX/XXXX Mr. Cooper has continued to decline my application for a loan modification and prolong the process with needless demands to resubmit documents. During this process the appraisal I was instructed to pay for expired due Mr. Cooper 's negligence. Despite the documents I submitted, Mr. Cooper reviewed and listed the incorrect income and insurance costs and property value as they repeatedly declined my loan modification application. As a result, my home is now in foreclosure, again, due to Mr. Cooper 's negligence.
XX/XX/XXXX Mr. Cooper continues to decline my retention request, see below, you were not approved for the following retention option ( s ). You were evaluated for mortgage payment assistance based on the eligibility requirements of XXXX Bank XXXX XXXX, but were declined for the following program ( s ). Proprietary Modification - Declined Denial Reason : Insufficient Monthly Payment Reduction We are unable to offer you a modification because in performing our underwriting of a potential modification we could not reduce your principal and interest payment.
XXXX XXXX.
Mr. Cooper continues to decline my retention request, even though I can afford the current payment and would like to stay in my home. In addition, Mr. Cooper used the incorrect property valuation and refused to review my income, all factors in their denial of my request.
On XX/XX/XXXX, I called Mr. Cooper to learn of the available options after the last loss mitigation denial and the representative informed me that my first loss mitigation was approved XX/XX/XXXX. Mr. Cooper never made me aware of the XXXX approval or to begin trial payments during any of the phone conversations requesting an update and I never received any notices via email or XXXX. In XXXX XXXX CFPB responses, I was not informed of the approved either.
XXXX XXXX unresponsiveness and poor communication that, again, was often misleading, confusing and untimely denied me the opportunity to receive the help that was offered with the first loss mitigation approval. As a result, my home is now in foreclosure due to Mr. Cooper 's negligence and Mr. Cooper continues to report late payments to the Credit Bureau which has decreased my FICO.
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03/18/2021 |
Yes |
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Web |
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My husband lost his job in XXXX of XXXX due to corona virous. His unemployment benefits helped us maintain our mortgage payments and we have been fortunate enough to not miss any. At the end of XXXX and early XXXX we prepared to sell my mother 's home as she is in poor health conditions and has been living with us since we moved into the home in XXXX. We as a family began to strategies that due to her health conditions and my spouses current health conditions we may need to look at reducing our monthly mortgage payments as I would soon become the sole provider for our family.
Our mortgage company Mr cooper had reached out to us several times trying to get us to sign up for a lower APR. rate on our current FHA loan. They made BOLD clams including things like dropping the hazard insurance and guaranteeing a lower monthly payment. In tandem with this a couple of things happened. The county of XXXX SC raised the value of our home quadrupling our home taxes, our mortgage company paid the amount in full and created a short fall in our escrow of over XXXX annually an increase that would have more than doubled our mortgage payment each month. From XXXX our monthly payment right around XXXX in XXXX the new payments would have exceeded XXXX monthly. We made the decision to pay off the short fall but our minimum payment still did not reduce leaving us with a new payment amount of XXXX. During all of this time we were in the process of refinancing the loan and discussing with agents at Mr Cooper and had a very difficult time getting regular updates from them and or underwriting and knowing exactly the status of our loan refinance request.
I finally had a call with our XXXX XXXX on XX/XX/XXXX the date is very important because of the details he gave us at that time. He also continued to pressure us into sticking with mr cooper and moving forward with our closing date. It was at XXXX XXXX eastern time that we had the following discussion.
We inquired about the minimum payment and why it would be so much higher that our payment in XXXX it was because of the tax increase. We told him that we had paid our escrow short fall and needed to pay down our loans principle so we could reduce our monthly rate, this was 100 % out of the question because of the loan type. We asked why we did not have a traditional loan in the first place and he belittled the fact that we couldnt afford the out of pocket cost up front. He insisted that mortgage rates would go up if we chose to restart the process and would need to wait 30 days with any other bank. All of this he explained to us and aggressively pressed us to commit to closing. Even though we needed time needed to understand more about our escrow and why we couldnt simply pay it down on the new mortgage amount. Finally I agreed that we would make a decision and proceed with closing just to have him to stop calling us and pressing for the sale.
That isn't the worst part though two things happened 1 during this call XXXX XXXX XXXX assured me that mortgage rates were going up and began going up on XX/XX/XXXX and that this was direct reflections of the market after the attack on the capital. He almost boasted about this point. He also said that we can expect higher and higher interest charge rates with a more liberal government over the next two years. At no time did I disclose my political affiliation with XXXX XXXX. It is a violation of fair lending acts to deny credit or threaten credit terms including rate amounts because of someone's political affiliation. It is also discrimination to suggest such a thing since I am a XXXX woman with a XXXX husband. XXXX XXXX XXXX was clear in his stance on our situation and his motives for detailing his political standings were unfounded and unwarranted, unless this is how Mr .Cooper conducts it business. I can see that this company has been in the headlines about inconstant handling of mortgages and refinancing due to covid 19. it seems as if this predatory behavior could be ingrained in the culture of Mr Cooper . And lastly the reason our payments and tax rate went up over 400 % was because XXXX county had us listed as nonresidents. As if we did not live full time in our home, it was the closing agent that pointed this out to us. When we went to the County office they agreed and confirmed we were being taxed at a at the nonresidential rate. I know this company is in TX and not in south carolina, but I would expect someone somewhere would see that a tax increase of this kind needs to trigger a red flag for a human review.
The county is refunding me the tax dollars we paid for the short fall to Mr Cooper. The refinance appears to be going through though it does not reflect the accurate tax amount, it has been almost a week since our close with little to no response from the company. I finally called this morning when I received a late fee and a collection call on my old loan balance. I spoke with a wonderful woman that walked me through how to get the county to send in an amended tax document for the XXXX yeah and this should reduce our overall payment. But imagine flying blind during a refi not having any one to explain things clearly to you. At this time almost a week after closing we still have no idea what our new payment will be. And also we are feeling a sudden fear that you are beyond the 15 day mark on your mortgage payment due you now have fees and received a collections call. All due to the delay with paper work on the refinance!
I am heartbroken for the little old ladies and men that dont have help during this difficult time. Heck we didnt have clear guidance and it caused us great financial hardship and additional stress and mental anguish. I dont know what our outcome would-be nor do I have a specific ask for recompense in mind but I feel that I would be doing a disservice by not raising my voice in complaint.
Thank you
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04/12/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I had automatic payment withdrawal for my mortgage for Mr. Cooper. I had signed up a few years ago with no problem.
In XXXX of XXXX, I decided to add {$500.00}, for principal, to the auto-monthly payment instead of adding here and there. I had no problem performing the task on the website.
In XXXX, I knew I was going to sell my residence so I decided to remove the {$500.00} extra for principal and just return to the regular monthly mortgage payment.
XX/XX/XXXX, I went online to Mr. Cooper website to remove the {$500.00} extra principle. I was unable to remove it as it continued to show the extra {$500.00} for principal payment. I logged off and on to the website three times. At that point, I called Mr. Cooper to get an agent to assist me. She was very nice and I thought, helpful. She tried to contact the IT department while she was working on it but they were unresponsive to her during the entire phone call, which lasted several minutes. I remember commenting on that since she is an agent and they should be responding to her, for clients. I believe she could not remove it either so I asked her to remove the entire autopayment for me. She did. I went into Mr. Cooper and it did not show autopayment ; it gave me the screen to suggest to sign up for autopayment.
XXXX, XXXX. I went online to my banking site and entered a date for my bank to pay Mr. Cooper.
In XXXX ( on XX/XX/XXXX & XX/XX/XXXX ) I had two payments forwarded to Mr. Cooper for my mortgage first from my bank at my behest, second automatically by Mr. Cooper. I called Mr. Cooper ; I was upset and frustrated because of all the activity connected to this in XXXX. I told the agent the history and then requested that the entire second ( unauthorized ) payment be placed on my account as principal. The agent, again quite nice, told me that she could reverse the money to my bank, or she could place the entire payment as principal. I asked that it be placed towards principal. I checked the website and the entire second payment was changed and entered as principal.
I thought this was resolved.
By XXXX, I thought all was resolved after two months of aggravation ; not so! XX/XX/XXXX, a mortgage payment was applied to my loan from my online banking as I had requested.
Then, on XX/XX/XXXX, another mortgage payment was applied to my loan.by Mr. Cooper.
I called to speak with an agent on XX/XX/XXXX. He was not as nice, was more interested in being regarded as being customer courteous than in helping me. I explained the entire scenario from XXXX to XXXX to currently, XXXX. He did not help me. He wanted me to email my statement to him. On the Mr. Cooper website, it displayed two payments of my mortgage, XX/XX/XXXX and XX/XX/XXXX. I asked for a supervisor. He said his supervisor was not available. I just wanted the second payment to be reimbursed to me ; not to apply to principal. He asked me if I wanted the second payment to apply to principal ; I stated, No I wanted reimbursement. He told me repeatedly he could not give me reimbursement ; very terse throughout the conversation. He told me the supervisor could call me back. I asked for the supervisor to call me Monday, XX/XX/XXXX between XXXX. He made notes for the supervisor, XXXX, to call me, and also told me he was completing a complaint report on my behalf. I had no resolution at that time.
Monday, XX/XX/XXXX, the supervisor, XXXX did not call me. I called at XXXX to get XXXX XXXX ( XXXX XXXX XXXX XXXX from Arizona to assist me. She was great ; referred to herself as XXXX she called my bank and we both spoke to the representative to confirm that Mr. Cooper did withdraw a second payment for XXXX, and it did go through. Based on that, XXXX agreed to refund my second payment for XXXX, that Mr. Cooper withdrew from my bank. She also emailed me her email and number should I have any further issues with Mr. Cooper in the future. She also told me she was going to review the phone call that I had had in XXXX with the Mr. Cooper agent because she thought that I had agreed to having payments taken for 3 more months, at that time. I had denied it because I did not even know I could do that ( over the phone ), and my intent was to decrease my payment activity ( i.e., extra principle ), not increase it. We agreed upon a time to call later in the week after she listened to the phone call ( s ). I was duly impressed with her concern, expertise, and follow-up.
XXXX did not call me on XX/XX/XXXX as agreed. I sent her an email on XX/XX/XXXX ; she called me on XX/XX/XXXX. She informed me that I had agreed to have 3 more months taken out electronically from Mr. Cooper. I said that I did not recall that at all, and asked whether there was a transcript of that call and could I listen to it? She said there was a transcript and she could send me an address to get a copy of the transcript ; I could not listen to it. At that time, I declined the address to get the transcript.
I thought about it and decided I did wish to get the transcript of the call so I emailed XXXX the next day ( XX/XX/XXXX ) informing her that I did wish the address to contact re : the transcript of the call she had listened to for the XXXX call. I received no response after 13 days, so I emailed her again on XX/XX/XXXX. My closing comment to her was : I have not heard from you and would like closure on this matter for my future dealings and confidence in Mr. Cooper as a mortgage company.
Another 8 days have passed with no response from XXXX ( XXXX XXXX ) which makes me presume that either she did not listen to the XXXX call as she had relayed, or she was lying about my agreement to continue the automatic payment by Mr. Cooper till XXXX.
Conclusively, I do not regard Mr. Cooper as a reputable mortgage company who has their clients best interest in primary order. Business is business ; either the company is customer-oriented, or not.
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06/10/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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In XX/XX/2019 I responded to an email solicitation from Nationstar d/b/a Mr. Cooper mortgage company , the lender servicing my mortgage after transfer from the original finance company, XXXX, to refinance my home at the prevailing lower interest rates. I made application to do so, and to be compliant with a court-approved divorce agreement requiring me to refinance and deed the home in my name only, removing my now ex-wife 's financial responsibility for the loan.
In good faith I applied and was quoted a then-competitive rate and estimated closing costs. Over the next five months, I complied with each request made to furnish information regarding debts, previous addresses, income, etc. I did so typically within 24 hrs of receipt of request. Some documents I had to supply several times, both by uploading to the Mr. Cooper website ( as initially requested ) or by email ( when subsequently requested to do so ) to one of several mortgage processors working for Mr. Cooper. Weeks would go by with no update on application processing, or in response to emailed queries from me, and I was frequently supplied with misinformation, or perhaps disinformation. This became so problematic that I requested communication via email rather than telephone so I could have a written record of conflicting information and requests. Examples of conflicting information included verbal communication regarding required repairs or clarifications that differed substantially with other company-generated verbal requests or written ( via email ) requests or clarifications. This dragged on for months. At no point did I delay or hinder the process and I was forced to request clarification of conflicting information multiple times. As time passed and the rate-lock expiration expired, requiring a new rate-lock, origination points mounted without my agreement, to approximately {$9000.00} ; drastically different than the original quote. And then the interest rate quoted began to climb, despite being told that the rate-lock of the original quoted rate would " simply be extended. '' This culminated in my verbal complaint which prompted an unsatisfactory response from Mr. Cooper associates, and I was told that the costs and rate increased because I caused delays in the processing. This is patently untrue, and I therefore mailed a letter of complaint to the company per the instructions provided on their website. My complaint was supported by about 15 pages of emails generated over the five months in which I repeatedly inquired as to the reason for delays in processing, why weeks transpired before my queries were responded to, and the conflicting and at times erroneous information I was provided repeatedly. Part of my complaint included documented concerns I had regarding the appraisal and its utilization, though the appraisal valued my home at well above the requested amount for refinance.
I finally had to withdraw the application because I could not accept the dramatically changed terms ( originating costs and interest rate ). Three days later I was contacted by a Mr. Cooper associate familiar with my application who offered the originally-quoted terms, so initiated a second, new application with these assurances, and with the clear understanding that the process would be much more streamlined as the company already had all the supporting documentation. Of course, I was asked to submit updated financial statements which I promptly did. However, I was then asked to submit multiple documents which I already had, and to several different company agents. I did so with alacrity.
I phoned Mr Cooper company in late XXXX as I had heard no response from my compliant letter. The associate I spoke to was very helpful and was very quickly able to access and email to me a letter communicating resolution to my complaint, and I received a hard copy several days later. The resolution indicated was re-offer of the original, more favorable terms, and a waiver of the property inspection ( though one had already been done, for which I paid ). This seemed reasonable to me. However, the processing of the second application dragged on, from mid-XXXX through today. During this time I was asked to supply documentation I had already supplied multiple times, sometimes to several different mortgage company employees, and also on the website via upload as per website instructions. Again, the origination costs quoted began to rise. Communication was with three differing employees, not by my request or initiation, and each one seemed to not know what the others had told me. I complied, and expeditiously, with every request to date, but despite this I was informed today that " there isn't enough time to complete the process and ( I ) would have to start a new application. '' This was four days after being informed that " all the documents have been cleared '' and I needed to send a few photographs ( some of which the already had ) and have either a foundation inspection for integrity or an inspection to ensure no water seepage in the basement ( its still not clear to me which is being requested ).
Throughout this process I have been ignored, misinformed, possibly lied to by Mr. Cooper employees. Two of their associates even denied the existence of the resolution of complaint letter and I had to email it back to them. Didn't matter, it was ignored. one employee told me that FHA regulations required this ever-changing and ridiculously, unnecessarily complicated process ( and here I'm not referring to the usual mortgage processing but the Kafkaesque process to which I've been subjected ) even though the loan is not an FHA loan!
Delays, misinformation, disinformation, confusion, conflicting instructions and requirements, intimations of fabricating a letter of resolution -- these are just some of the tribulations to which I've been subjected.
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09/17/2019 |
Yes |
- Mortgage
- Other type of mortgage
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- Trouble during payment process
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Web |
Older American |
I am a XXXX year old elderly woman who has been abused by subprime lending practices. My home is in a redlined area in the southern XXXX XXXX XXXX area. In XXXX, I received a loan through XXXX XXXX XXXX XXXX XXXX, loan # XXXX, servicing number XXXX on my home at XXXX XXXX XXXX, XXXX, Texas XXXX, after my business burned. The {$52000.00} loan was to cover the cost of damages and repair due to the fire. My business is also in the same redlined area where insurance was never made affordable for minority businesses. This same area is now being gentrified. XXXX XXXX XXXX was bought by Nation Star currently Mr. Cooper. As of today, I have made on time payments towards this bad note. I have spoken with the XXXX. I have notifed the Texas Adult Protecive Services indentification # XXXX filed by XXXX # XXXX. I have also contacted XXXX Responds concerning this matter. After my husband passed away in XX/XX/XXXX, I learned that I could only have one homestead exemption. Which meant that additional property taxes were added to the property in question dating back to XXXX. My oldest daugher lives in the house who qualifies for the XXXX exemption per the XXXX County Appraisal District requirements. In XXXX of this year we made attempts to add her name to the title for that purpose. In XXXX we contacted the XXXX County Tax Office to make adjustments and pay the taxes. We were told that the taxes had been paid and a {$100.00} refund was issued. We spoke with XXXX at the law offices of XXXX XXXX XXXX XXXX XXXX who confimed that someone had indeed paid the taxes. My mortgage statement for XX/XX/XXXX remained the same. My mortgage statement dated XX/XX/XXXX had an escrow balance of - {$11000.00}. Mr. Cooper had paid the taxes. My mortgage statement dated XX/XX/XXXX showed that my payment went from {$490.00} to {$2400.00} to be paid by XX/XX/XXXX. I then receieved an Escrow Review Statement the same month DATED for XX/XX/XXXX showing a shortage of {$47000.00}. After seeing this statement I gave my youngest daughter permisson to talk to the mortgage company. On Friday XX/XX/XXXX, we called and my daughter asked the respresentative for copy of the deed to be mailed to me. On Monday XX/XX/XXXX, we called again with more questions. My daughter asked the representative Ms. XXXX how did Mr. Cooper get these numbers? The representative stated that XXXX XXXX had sent it to them. My daughter then asked for a Payoff amount for this loan. The representaive then placed us on hold for about 8-10mins. During the hold my daughter looked up XXXX XXXX and called. The call failed to go through twice. Ms. XXXX returned to the phone and said she found a discrepancy of {$34000.00} and that she would send out a new statement. I received the new Escrow Review statement dated for XX/XX/XXXX showing a balance of {$13000.00} bringing the monthly payment to {$890.00}. This amount is still {$1700.00} over the amount of taxes owed on this property. The monthly amount has almost doubled. My daughter and I have done more research on Mr. Cooper and mortgage companies like them. They prey on senior citizens and minorities in redlined neighborhoods and exploit them financially. During XXXX this type of predatory lending was very popular in minority communities. Contributing to the housing crash in XXXX. Banks were then required to modify such loans. Not true in this case. Not only does this Elder Abuse and Financial Exploitation continue, but it is unconstitutional under the Texas Constitution to have this type of loan on a home that is no longer a homestead exemption. The taxes on this home increased by 40 % from XXXX to XXXX. In 18 years, I have paid over {$100000.00} on a {$52000.00} loan with a {$40000.00} balance, plus taxes. This manipulation of numbers and dates on the statements from Mr. Cooper appears to be an attempt to cover up illegal practices. With property in this area being prime real estate for investors, it is very clear that this type of Adjustable rate/Arm loan was intentional and never intended for me to own my home again free and clear. On XX/XX/XXXX, XXXX Magazine featured an article on " New Maps Show Consequences of Redlining in XXXX. '' In this article, former XXXX XXXX XXXX XXXX talked about the " XXXX injustices of the past, '' as well as the institutional racism that persists to this day. Last year alone Texas lost almost {$1.00} XXXX to Elder fraud. 97.67 % of Elderly people fell victim to XXXX incidents in all. My family and I have fought, bleed and died for equality and the right to live in these United States of America, Texas in particular. I submit this complaint to dissolve any past, present or future contracts with Mr. Cooper and his affiliates. That this loan and additional taxes in this matter be considered paid in full and additional compensation be granted for the pain and suffering I have endured as a result of this My daughter spoke with representative XXXX. She placed us on hold for about 15 minutes. She returned to the call and said that a modification had been made by another servicer. We informed her that she was being recorded and that the only other servicer 's were NationStar who is now Mr. Cooper who bought out XXXX XXXX XXXX who ordinated this loan. She placed us on another old hold to do more research with a specialist to find out when this modification was done. The final outcome was that no loan modification had been done. Only the recent {$34000.00} Escrow Analysis discrepancy that was discovered with our initial call to Mr. Cooper. I have included those numbers in this complaint. We asked if any changes would be made to correct this bad note? She said that they would not be able to assist me with changing the status of this loan. I informed her that I would continue with my complaint to the Office of the Attorney General and we ended the call.
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11/29/2023 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
- Application denials
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Web |
Servicemember |
Purchase on XXXX XX/XX/XXXX for XXXX XXXX XXXX, XXXX NY. The loan was originally serviced by XXXX and then sold to Mr. Cooper. Several items of discussion need to be addressed. I was not informed that the XXXX XXXX XXXX site was less than half a mile away. The county records, town, and village records all do not discuss this either. While conducting our due diligence it was not disclosed that there was groundwater contamination and vapor hazards. This XX/XX/XXXX summer 's remediation continued, and I have issues with XXXX, XXXX, and XXXX XXXX XXXX XXXX that I have sought medical care for. and have worked as a XXXX and know what NAPL is because it carries a very distinct smell. I never received any notification of this XXXX XXXX and the continued. This was never disclosed and does not display the best business practices. This information should have been disclosed to the VA home inspection team for me to purchase the house the a VA home loan. The XXXX site and XXXX XXXX XXXX were not disclosed on the NYS property condition discloser form to us at the time of purchase nor was it disclosed through the VA home appraisal process.
I have read the public law that deals with VA IRRRL loans, Nowhere in the 38 CFR or VA Policy does it state that a Veteran can not apply for this benefit unless the market allows them to. I asked Mr. Cooper to please provide me with the exact location of this information that they have discussed as the industry standard. I was not furnished with that policy or even a link to information that would suggest that my understanding is incorrect as the law reads. 38 CFR does not state that VA dictates the loan servicer not give access to a Federal benefit that is earned by the veteran 's time in service. This is an EEO issue because as a Veteran I am part of a targeted population that is constantly under siege because of " benefits ''.
Now we are getting to two other areas that deal with escrow accounts being used for profit and gain. I am a XXXX Veteran and receive discounts on town and village taxes. This year I was furnished with a check as a " refund '' for taxes.
We placed a large sum of money on this residence and I stated via phone, email, and then communication via the internal communications chat service that I wanted those funds to be put on the principal of the mortgage. This was not done until I reviewed the mortgage and asked for the funds to be properly allocated to the principal. I paid my mortgage payment that month in addition to the additional funds. It was approximately {$1400.00} dollars that was not applied to the principal and was taken as servicing fees. The action was corrected only after I had performed some accounting functions on my own and asked for a resolution.
Now we are on to the recent Cyberattack that has happened to Mr. Cooper they were attacked on XX/XX/XXXX and this was reported by email. It has come to my attention that Mr. Cooper has some privacy policies that are not fraudulent on its face. However, these company policies have led to the unjust enrichment of cyber criminals who commit fraud. Mr. Cooper has contracts with several marketing companies not only do they have all your PII they are also collecting cookies on you and it is implied that if you communicate with them through their website you are giving them permission to beacon your devices and home network back to their network servers. These cookies can become super cookies and the amount of metadata that is collected is making my head spin. Mr. Cooper has an opt-out program that will allow you to stop these intrusions but you have to research as a consumer. I have dropped the link below to assist other customers being abused by the marketing scheme and it is not ironic that one of Mr. Cooper 's corporate partnerships XXXX was sued by the DOJ for fraud in XXXX. When a company aggregates data as part of its business practice and then collects metadata via cookies and beacons there is no expectation of privacy my personal information is used as a commodity by these financial institutes and criminals alike. Mr. Cooper has not disclosed information to me in a timely manner about what information was compromised and how it was compromised. Not only is my family a victim of crime from the criminals we are also suffering at the hands of those " trusted agents '' that are selling our data points and PII to assist big data and in the process opening up several attack vectors causing undue harm through their negligence.
Under the " Justice for All Act of 2004, '' codified at 18 U.S.C. 3771, a crime victim has specified rights, as follows : ( a ) RIGHTS OF CRIME VICTIMS.A crime victim has the following rights : ( 1 ) The right to be reasonably protected from the accused.
( 2 ) The right to reasonable, accurate, and timely notice of any public court proceeding, or any parole proceeding, involving the crime or of any release or escape of the accused.
( 3 ) The right not to be excluded from any such public court proceeding, unless the court, after receiving clear and convincing evidence, determines that testimony by the victim would be materially altered if the victim heard other testimony at that proceeding.
( 4 ) The right to be reasonably heard at any public proceeding in the district court involving release, plea, sentencing, or any parole proceeding.
( 5 ) The reasonable right to confer with the attorney for the Government in the case.
( 6 ) The right to full and timely restitution as provided in law.
( 7 ) The right to proceedings free from unreasonable delay.
( 8 ) The right to be treated with fairness and with respect for the victims dignity and privacy.
XXXX XXXX XXXXXXXX XXXX XXXX XXXX https : //www.mrcooper.com/privacy XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
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02/27/2020 |
Yes |
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- Struggling to pay mortgage
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Web |
Older American, Servicemember |
TH XXXX Consumer Financial Protection Bureau Complaint My name is XXXX XXXX. I am a resident of Pennsylvania. I am the late XXXX XXXX 's son and Financial and Assets Power of Attorney. XXXX XXXX passed away on Friday, XX/XX/XXXX. XXXX XXXX went from her Florida condo to living in a group home to the hospital, twice ; and, to a XXXX XXXX and XXXX within 11 months from XX/XX/XXXX to XX/XX/XXXX.
XXXX XXXX 's Florida condo was possessed by her condo association via a Deed in Lieu of Foreclosure in XX/XX/XXXX due to missing condo fee payments for over a year.
During the period between XX/XX/XXXX and XX/XX/XXXX, I verbally, and in writing, maintained contact with Seterus, her first mortgage and service company, emphatically advising them to foreclose on the condo immediately as I, and my brothers, do not have any financial, personal, or other interest in the condo. We are not on the condo mortgage and deed.
Seterus sold the loan internally to Mr. Cooper during said period of time. I restated the same comments to Mr. Cooper as I did to Seterus, verbally and in writing.
Mr. Cooper sold the mortgage in XX/XX/XXXX to XXXX XXXX XXXX XXXX XXXX and XXXX XXXX XXXX XXXX, XXXX as a third-party creditor of the loan, with Mr. Cooper being maintained as servicing the mortgage.
XXXX began contacting me both in writing and by phone calls to advise XXXX XXXX ( actually, me, at my home address ) they hold the mortgage note and are moving to collect on it.
I contacted XXXX on several occasions during XX/XX/XXXX to advise them by recorded call that XXXX XXXX is deceased and to terminate the mortgage.
Adding to the mix is that on XX/XX/XXXX, Nationstar d/b/a Mr. Cooper filed a Complaint in Foreclosure against XXXX XXXX, the condo association, family members of XXXX XXXX, including myself, and unbeknownst people to Nationstar d/b/a Mr. Cooper that may or may not have an interest in the condo.
That Complaint was Voluntarily Dismissed without Prejudice on XX/XX/XXXX.
Nationstar, d/b/a Mr. Cooper, XXXX and XXXX XXXX XXXX XXXX, XXXX, all are using my name and information as part of their effort to collect the debt of the late XXXX XXXX.
Nationstar, d/b/a Mr. Cooper, XXXX and XXXX XXXX XXXX XXXX, XXXX, all are using my name and information in such manner as to affect my credit and credit score, and with certainty other important aspects of my personal and professional life, even though I do not have personal and financial interest in XXXX XXXX 's condo and mortgage.
Nationstar, d/b/a Mr. Cooper, XXXX and XXXX XXXX XXXX XXXX, XXXX, all are using my name and information to move forward with the mortgage that even while the mortgage is not being paid by the late XXXX XXXX and me, the holding of the mortgage will eventually lead to another Complaint in Foreclosure at any given point in time by Nationstar, d/b/a Mr. Cooper, XXXX and XXXX XXXX XXXX XXXX, XXXX, that will affect my credit and credit score, and with certainty other important aspects of my personal and professional life.
And, finally, Nationstar, d/b/a Mr. Cooper, XXXX and XXXX XXXX XXXX XXXX, XXXX, may eventually resell the mortgage to another party at any given time, thus creating another repetition of the cycle as described above.
On or about XX/XX/XXXX, Nationstar, d/b/a Mr. Cooper, by and through XXXX, XXXX XXXX XXXX, XXXX, their attorney, filed a Verified Amended Complaint in Foreclosure against XXXX XXXX, alleging, et alia, that XXXX XXXX may claim and maintains an interest in both the mortgage and condominium, even though XXXX XXXX copied Nationstar, d/b/a Mr. Cooper, by and through XXXX, XXXX and XXXX, XXXX, their attorney, in a letter to XXXX XXXX XXXX , XXXX, dated XX/XX/XXXX, clearly and emphatically stating he never did and does not have a financial, personal and any other interest in both the mortgage and condominium ; and, that should said companies have any questions, comments, and/or concerns about both the mortgage and condominium to contact XXXX XXXX, Executor of the Estate of XXXX XXXX.
This Complaint is against Nationstar, d/b/a Mr. Cooper, as the said company by and through XXXX, XXXX XXXX XXXX, XXXX, their attorney, are making false allegations based on documents already in their possession that state the contrary of the litigation. XXXX XXXX, was never a party to the original transaction and subsequent transactions, including XXXX XXXX bankruptcy proceedings ; and, any related transactions concerning the mortgage and condominium up to XXXX XXXX incapacitation on or about XX/XX/XXXX when he then became XXXX XXXX Financial and Assets Power of Attorney from said date to XXXX XXXX death on XX/XX/XXXX.
This Complaint is against Nationstar, d/b/a Mr. Cooper, as the said company is the second mortgage lender and mortgage servicer to XXXX XXXX mortgage when the mortgage passed from Seterus to Mr. Cooper during XXXX. Seterus is wholly owned by Nationstar as is Mr. Cooper. The Mr. Cooper Loan Number is XXXX.
This Complaint is against Nationstar, d/b/a Mr. Cooper, as the said company by and through XXXX, XXXX XXXX XXXX, XXXX, their attorney, refuses to acknowledge that XXXX XXXX does not have an interest in both the mortgage and condominium ; and, litigation arising from the mortgage default and condominium fee default. Said company, and their attorneys, also refuse to pursue the litigation by serving XXXX XXXX, Executor of the Estate of XXXX XXXX, to determine his interest in both the mortgage and condominium ; and, litigation arising from the mortgage default and condominium fee default, even though XXXX XXXX provided said company, by and through XXXX, XXXX XXXX XXXX, XXXX, their attorney, sufficient documentation that clearly and specifically claims XXXX XXXX, Executor of the Estate of XXXX XXXX.
This must stop, now.
Thank you.
/s/ XXXX XXXX
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05/03/2023 |
Yes |
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- Trouble during payment process
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Web |
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This is a ROUGH outline, of which I can add more detail and specifications if needed/requested.
XXXX I made contact to give information regarding approval of the program- I was informed and pressed the best option was to reject the funding and apply for a modification. I did not want to do that. I was informed that from the transfer, he could see that it was previously in forbearance awaiting funds, but because the funds were not received before transfer Rightpath was using a legal loophole in making the loan current and not honoring the forbearance state. Prior to getting off the call it was requested to put it back in forbearance until the funding timeline could be identified and I was to call the program back and have them make sure they had updated contact information for Rightpath as well as understanding how funding would be applied if there was a modification request.
XXXX I called back and spoke to a woman who confirmed that the prior agent in fact DID NOT put the account back in forbearance status, but she was able to accomplish that while on the phone together. She confirmed it seemed like the account was coded to receive funding but because of the balance she was not sure how to proceed, and would need to get in contact with the HAP dept to get more guidance.
XXXX XXXX Spoke with a HUD housing counselor that I have been approved for assistance now, twice, but there are issues surrounding the mortgage loan being transferred four times within this time period and information not matching what was initially on the application/original loan information. Delays happen from changing the mortgage company and needed to re-reach out. I explained the volume of calls to the assistance program and thay they have 7 times now put out a request to Rightpath since XXXX without any contact information back. I shared a conversation with the assistance program case worker who was taking a special interest in this file. I was explained by HUD that the CARES ACTs intention was that a mortgage company is not to require a mass lump sum total payment for missed payments during forbearance once it endsthere is suppose to be some type of payment plan worked out or preference to accept state/fed assistance funding when applicable. There is an encouragement for mortgage companies to participate with these programs.
I called Rightpath to see if there was an update, there was not. Confirmed forbearance was still being applied. There was another request to get an understanding on how to connect the approved funds to my balancethis request was sent to the HAP dept.
XXXX Two calls were made. There were no notes or information available to share about funding, the first the two calls said it did not appear there was any funding pending at all. This first call is what prompted the second call.
XXXX There were a few concerning calls one morning with the loss and mitigation dept where I was told that I specifically needed to reject the program assistance and pay the balance in full or apply for a modificationthat somehow the assistance would be rejected even if I did not reject it. Essentially the only option involved paying the balance as a lump sum without assistance.
This is when I made my first call to a HUD counselor where I took up their offer to be on phone with RightPath because information from the assistance program, prior HUD agents, and RightPath were not reconciling.
We had a call with a rep, XXXX, where it was identified that the funding would need to be accepted, there would be a needed letter outlining COVID impact, and then the remainder would be a secondary loan balance at the end. However XXXX needed some information about what is to come first and how to initiate this- this request went to the XXXX dept. She was to call back within a weeks time and would also help identify what would need to be written in the letter.
XXXX did not call back within a week.
XXXX XXXX second HUD counselor phone call happened, less lengthy. It was confirmed with the loss and mitigation agent that I was expecting a call from the same agent who I made plans to use at the point of contact for her dept. It was also reconfirmed that a letter was needed. What to include was still not understood for Rightpath. Additionally, it was shared I was still eligible for the assistance with the remainder as a second loan on top of the main mortgage loan.
XXXX phone calls following up and specifically asking for XXXX to return my call were made throughout the month. All of these calls resulted in XXXX return calls. I even double checked with the hud counselor who was on our call together to see if she may have accidentally called her back instead. This counselor confirmed there had not been a call back to her from Rightpath.
XX/XX/XXXX, filed a complaint requesting clarification and call back by Friday. I have identified that had been the better part of 10 months to get this response for an action plan forward. No more tickets for a follow up that does not arrive.
XXXX, no call came.
XXXX a call to follow up on the complaintwas informed it can not be found.
Advised to make and expand further on documentation trail of efforts Out of all my requests for a call back- I have received XXXX to date.
Out of all the tickets to the HAP dept submitted from loss and mitigation, it seems they have also replied 0 times.
I believe a few things at this point- their might not actually be a HAP dept, this company may be trying to push out the terms so I am officially not eligible for assistance, this company might be intentionally delaying processing for financial gain ( eg : ability to access legal or late fees in bad faith while applying pressure to pay forbeared amount in full only )
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04/02/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I had a mortgage with Seterus, Inc. We had a house fire that was a total loss on the date of XX/XX/XXXX. Two days later we requested a 10 day payoff, and when we got that number to work with, we had our insurance company send out a check which arrived on XX/XX/2018. I did not hear from Seterus for two months, but then they started sending us payment demand letters. After talking to them, they said they did not get the check, then they said they did receive the check, but sent it back to the sender, then they tried to say that I sent it to the wrong location and was responsible for additional fees and interest. I called them several times between XXXX and XXXX of 2018. They finally told me that I would need yet another 10 day payoff to resolve this issue. This one was for an additional {$7000.00}. I sent them the additional {$7000.00} even though I did not owe them anything, but they sent the wired money back the very next day, claiming that I was {$160000.00} short. They then proceeded to file for foreclosure on my property, then paid my property taxes two weeks later so that there was something to hold over my head. I got help from an attorney and my insurance agent to stop the foreclosure in XXXX, but they are apparently after me again. The mortgage sold to a company called Mr Cooper, and they are asking an additional {$19000.00}.
Additional call logs from my history with Seterus : XXXX This is the date of the total loss of the house XXXX Request for 10 day payoff from Seterus XXXX Payoff request amount of {$160000.00} received by XXXX XXXX XXXX Check for payoff sent overnight, received by Seterus on XXXX, but not processed until at or around XXXX XXXX had been waiting for release of lean paperwork but it never showed. Called Seterus and was informed that they had received the payoff check, but claimed they did not know what to do with the check. They said that they did not know if we wanted to keep the mortgage open in case we wanted to rebuild and keep working with Seterus for our mortgage needs. Advised me that I would need a new 10 day payoff amount XXXX Called and spoke to customer service and property loss, no one haas answers, spoke to XXXX XXXX, she sent me to property loss, Spoke to XXXX empoyee id XXXX with Property loss, she says the she is submitting the request for payment internally and that we should call back in 1-4 business days or at least by XXXX. They claimed that we did not send in a written request with the check requesting to pay off the mortgage, we sent this item in, but they rejected it claiming it was not our signatures, resubmitted the request, was to call back in 1-4 business days XXXX XXXX XXXXwould not give me his last name or employee number, claims he is the only XXXX that works for the company. Claims that that they are reviewing the request, if they are satisfied, they will take our check and pay off our loan along with dismissing the charges and interest that have accrued since the receipt of the check XXXX Spoke to XXXX, she says that the signatures were wrong on the request for payoff, requested us to resign and resend the request, and wait for reprocessing XXXX XXXX- nothing resolved, was informed of a shortfall in escrow, requested an explanation, but there was none XXXX loan number-30344659 XXXX XXXX at XXXX restated same thing as XXXX XXXX XXXX claimed that seteris was going to pay property taxes for the year 2018, but the tax but has not been sent yet, advised me to wait until the tax assesment is done. She informed me that my property was placed in forced place insurance I informed them that there was nothing out there to insure, they asked me if the foundation was still there, I told them no, but they still forced the insurance taxes tel number : XXXX insurance tel number : XXXX acct # : XXXX csr with insurance- force place insurance : XXXX XXXX XXXX sent me to late stage insurance XXXX-informed me that the check had been sent back to the insurance company ... claimed that the initial payoff was not enough money due to additional shorfall in escrow ... some of was caused by forced insurance XXXX XXXX with Seteris called me, she said that they are still reviewing my request, there has been no progress since the XXXX of XXXX. When asked what my next course of action is, she said to hold back and wait for review and response. She said that if I have not heard back in a few days, I should call in at XXXX XXXX XXXX XXXX XXXX They refused any other payment than Electronic funds transfer XXXX XXXX XXXX XXXX XXXX rout XXXX acct XXXX loan number XXXX mention payoff Was told that the reason why we were still not paid off was because we still owed money in escrow because of tax. Wired them XXXX, but the money was sent back to the bank. Seterus did not inform me that the money was sent back. I found out that the money had been returned by a call from my bank.
They refused any other payment than Electronic funds transfer XXXX XXXX ( Seterus attorneys office ) - foreclosures-XXXX-told me to send a request for a new 10 day payoff. that request was sent on XXXX.
XXXX address, last 4 of social, loan number email -XXXX XXXX XXXX I called because they refused my payments again.
XXXX XXXX they claim they dont have enough money yet, and that they need to submit for another 10 day payoff, this payoff was over {$160000.00} In addition, we had an insurance claim in the spring of 2018. We paid our deductible, Seterus paid the first draw to my roofing company, but they never paid out the final draw. My wife and I had to pay the final draw out of our pocket. The sum of that Seterus never paid is being held in suspense for a total of {$1600.00}.
We really need your help to get out from these predatory lendersplease help us
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11/28/2022 |
Yes |
- Mortgage
- Other type of mortgage
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Web |
Older American |
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX Re : Unfair and Deceptive Acts and Practices from Mr. Cooper during the Refinance of my home on XXXX XXXX XXXX XXXX XXXX XXXX.
Mr. Coopers business practices during the refinance of my property at XXXX XXXX XXXX XXXX, XXXX are unfair, deceptive, and abusive. Dodd-Frank prohibits unfair, deceptive, or abusive practices in mortgage transactions. Unfair and Deceptive Acts and Practices occurred during the course of procedures when I refinanced my property. l continued to receive deceptive treatment after l signed mortgage documents. I continued to communicate via email message to Mr. Cooper personnel. They never addressed the facts below : During the processing of my loan I communicated the facts related to the manner in which Mr.Cooper personnel. As an example, my social security number was provided in error to an unknown company during a process called XXXX XXXX I was made aware of this breach after the Mr. Cooper representative called the wrong company and provided my social security number. I informed the individual ( during the call ). I informed my XXXX XXXX during the loan refinance process and asked again in XXXX. The loan XXXX ( XXXX XXXX XXXX stated that she would get back to me. I have never been provided a remedy from Mr. Cooper regarding this breach of my social security number.
According to the Ohio Consumer Sales Practices Act or ( CSPA ) consumers are protected from a suppliers deceptive practices in a consumer transaction. In XXXX, the law was amended to broaden the scope of the CSPA to include protections for home buyers, including abusive lending practices by loan officers, mortgage brokers, and non-bank lenders. Under the law, these businesses are prohibited from engaging in any unfair, deceptive, or unconscionable acts or practices. These new consumer protections allow homebuyers the same rights and remedies under the CSPA as other consumers in non-real estate transactions.The Homebuyer Protection Act created a new list of unconscionable acts or practices that apply solely to consumer transactions in connection with residential mortgages. Included are certain bright-line prohibitions, including : Compensating, coercing, or instructing an appraiser in order to influence the appraised values Taking advantage of the consumers known physical or mental infirmities or illiteracy The Act also specified certain specific mortgage broker and lender duties. Among them include : Mortgage broker shall safeguard and account for any money handled for the borrower Follow reasonable and lawful instructions from the borrower Act with reasonable skill, care, and diligence in connection with originating any residential mortgage loan Act in good faith and fair dealing in connection with brokering or originating a mortgage loan Make reasonable efforts to secure a mortgage loan, from lenders with whom they regularly do business, with rates, charges, and repayment terms that are advantageous to the borrower Prohibits a lender from engaging in any transaction, practice or course of business which is not in good faith or fair dealing, or is fraudulent in the making, purchasing, or selling of a residential mortgage loan Prohibits a lender from recommending or encouraging that you default on an existing mortgage or revolving credit loan agreement.
Those that violate the CSPA can be criminally charged, or face enforcement through the Ohio Department of Commerce or the XXXX XXXXXXXX XXXX XXXX.
During the processing of my loan I communicated the facts related to the disposition to Mr.Cooper personnel. None of my concerns were addressed. As an example, the disposition and appraisal report was lower than expected and resulted in me needing to bring more funds to the closing. According to the Dodd Frank Act, Subtitle F : Appraisal Activities Subtitle F requires creditors to get a written appraisal of the property before extending a higher-risk mortgage to a borrower. See 12 U.S.C. 1639h ( Dodd-Frank Act 1471 ). The appraisal must be done at the expense of the creditor, and can not violate appraisal independence by inappropriate influence or compensation between the creditor and appraiser. See id. ( Dodd-Frank Act 147172 ). Subtitle F also provides for annual reports from the Appraisal Subcommittee of the Bureau of Consumer Financial Protection, and regulations to supervise the quality of appraisals, qualifications of appraisal companies, fees, and reporting. See 12 U.S.C. 3341 ( XXXX Act 1473 ). In addition, the Government Accountability Office ( GAO ) is to conduct a study on various appraisal methods, valuation models and the impact on the home valuation code of conduct and the appraisal subcommittee. See Dodd-Frank Act at 1476.
XXXX XXXX consumer are provided protections with properties or residing in predominately XXXX XXXX neighborhoods : As of XXXX, To assure ongoing coordination, the Board, the FDIC, and the OCC ( collectively, the Federal Banking Agencies or FBAs ) are issuing this policy statement concerning Federal Banking Agency coordination of formal corrective action. The FBAs are issuing this policy statement to promote notification of, and coordination on, formal enforcement actions among the FBAs at the earliest practicable date. Examples of such interests include unsafe or unsound practices or significant violations of law by an insured depository institution, non-bank affiliate, or depository institution holding company or misconduct by an institution-affiliated party that may have significant connections with an institution regulated by another XXXX. Title XIV was implemented in order to provide standards for the level of disclosure required for borrowers.
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03/07/2019 |
Yes |
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- Trouble during payment process
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Web |
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On XX/XX/XXXX I made 2 regular payments to my mortgage service provider Mr. Cooper. These were submitted as 2 regular payments to cover the XX/XX/XXXX and XX/XX/XXXX mortgage payment 's respectively.
XXXX Mr. Cooper erroneously processed one of these payments as a principal only payment. When I logged into my account to make My XXXX payment, I was showing more than 30 days past due on my account XXXX Mr. Cooper hadn't notified me but had filed derogatory remarks against my credit for a claimed late payment ).
XXXX I immediately called them regarding this error. I made a payment at that time and I was told that they would have to have another department fix the mistake from XXXX by having the " Principal Only Payment '' backed out and then applied as a regular payment. I was told this would take a couple of weeks. This matter was not resolved until XX/XX/XXXX. In XXXX and XXXX I had to call Mr. Cooper back regarding this matter and each time a new agent had to start the whole process over again telling me that the previous agent had not done it correctly. Keep in mind that the entire time they showed me as past due and were reporting as such against my credit.
XXXX In XX/XX/XXXX the matter was resolved and the " Principal Only Payment '' was correctly applied to my account. But, my regular payment was now showing an additional {$35.00} dollar payment due. My regular payment was {$1200.00}, but Mr. Cooper showed that {$1200.00} was due. I could not make a payment online without paying for this additional and UNACCOUNTED {$35.00}.
XXXX I called in and the agent in XXXX initially said the {$35.00} dollars was a insurance inspection fee that was applied to my account. I asked for what as no inspections had been done to my property. She replied that she wasn't sure, but that she would submit the matter to their " research department '' to be fixed. She processed a regular payment for me of {$1200.00} and told me the {$35.00} would fall off for my next billing cycle.
XXXX In XX/XX/XXXX the same {$35.00} dollar extra was still there when I tried to make my payment. I again had to call Mr. Cooper. For this call, I attempted to speak with the XXXX I'd spoken with the month before but was instead connected to a XXXX. XXXX tried to tell me that when I had made my " Principal Only Payment '' in XXXX, I had only paid {$1200.00}. He said this was the reason I was being charged the extra {$35.00} and that I needed to make up this shortage. I told him that he is mistaken and that I had bank statements showing 2 withdrawals of {$1200.00} by Mr. Cooper in XX/XX/XXXX. I also pointed out that that same bank statement had already been submitted to Mr. Cooper in XXXX as a result of the whole payment problem. He reviewed my account, saw the bank statements and said that he would correct that matter right then and there. He also processed a payment for me of {$1200.00}.
XXXX In XX/XX/XXXX I again attempted to make my regular payment and this {$35.00} dollar extra charge was still there. Mr. Cooper was closed and I could not call them to make payment. Wanting to avoid making a late payment, I submitted my regular payment in addition to the {$35.00} for a total of {$1200.00}. I could only make a payment online this way.
XXXX I then used their electronic correspondence system to submit another notice about this {$35.00} dollars, that I had to pay it because they were closed and that I expected a credit of {$35.00} applied to my account for the XXXX payment.
XXXX When I logged into my account in XXXX, there was an electronic correspondence waiting on my account. This formal letter dated XX/XX/XXXX tried to again claim that when I had made the 2 payments in XX/XX/XXXX, one payment was only for {$1200.00}. So, yet again, I had to start all over with this matter.
XXXX On XX/XX/XXXX, I started the whole process over again strictly online with Mr. Cooper 's electronic correspondence system. I was hoping that this would lead to a quick resolution as everything would be in black and white. I submitted to them a statement of facts regarding the issue and that Mr. Cooper owed me {$35.00} dollars. I further submitted through this system, yet again, copies of my bank statement showing 2 payments on XX/XX/XXXX for {$1200.00} so that they could no longer claim that I had not in fact paid my full amount.
XXXX In standard fare, I received an automated reply from Mr. Cooper saying they would look into the matter and be back in touch in a couple of weeks. It has now been more than a month and I have received no further correspondence from Mr. Cooper, no credit for my stolen {$35.00} dollars nor accounting for this stolen {$35.00} dollars.
XXXX Today, I notified Mr. Cooper through their electronic correspondence system that I was submitting this complaint. After that notice, my access to all the documents relating to this matter has been blocked with an error code 403 '' claim. Fortunately, I printed copies of everything attached here before this.
XXXX On a final note, I'd like to point out that Mr. Cooper ( aka Nationstar ) had been my loan servicer since XX/XX/XXXX. In that time they have now erroneously applied 2 of my payments as " Principal Only Payments. '' Each of the occurrences took months to resolve. Their customer service agents who are my only point of contact seem to take no notes on phone conversations and when they say they are doing something, don't do it. If this has happened to me twice now in 2.5 years, how many other people has this happened to and how many other people has Mr. Cooper stolen {$35.00} dollars or more from through the magical claim that the consumer never paid the full amount?
XX/XX/XXXX
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02/12/2019 |
Yes |
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Web |
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On XX/XX/XXXX, my husband and I closed on the sale of our home. XXXX XXXX had received a mortgage payoff quote from Mr. Cooper on XX/XX/XXXX good through XX/XX/XXXX with an estimated closing date of XX/XX/XXXX. Upon closing, the title company overnighted the payoff amount of {$100000.00} to Mr. Cooper, verified with a receipt and signature.
On XX/XX/XXXX, I received a phone call and email from Mr. Cooper. Upon returning the phone call, I was told that our payoff was short. I immediately contacted our realtor who assured us that the payoff was not short. I was later informed by our realtor that XXXX XXXX had already spoken with Mr. Cooper the previous week and they were told that the property taxes had been disbursed on XX/XX/XXXX despite documentation that the taxes were paid upon closing ( check was received by the township XX/XX/XXXX and cleared XX/XX/XXXX ) and payoff funds were received XX/XX/XXXX. Additionally, the payoff quote gave an estimated escrow disbursement date of XX/XX/XXXX. XXXX XXXX was informed that the payoff would be backdated and Mr. Cooper would hold the funds until the property tax check returned from the township. Upon speaking with Mr. Cooper on XX/XX/XXXX, XXXX XXXX was assured that no negative reporting would occur to the credit bureaus as a result of the error.
On XX/XX/XXXX, after repeated collection calls from Mr. Cooper despite being told they would cease, I spoke with Mr. Cooper personally regarding the issue. I was told that the short payoff had nothing to do with property taxes ( even though it did ) and that we needed a new payoff quote despite being told that it would be backdated. I was told that we were short {$950.00}. After speaking with the title company again on XX/XX/XXXX, we were once again assured that the payoff was not short and the township had sent the property tax refund check back to Mr. Cooper on XX/XX/XXXX.
On XX/XX/XXXX, I received another collection call from Mr. Cooper. I was told that the check had still not been received. After speaking with XXXX XXXX again and being reassured that the check was sent on the XXXX, I called Mr. Cooper again. This time, I was told that it was received XX/XX/XXXX and that the payment should be applied by XX/XX/XXXX.
After checking our Mr. Cooper account on XX/XX/XXXX and seeing that the property tax check still had not been applied, I spoke with Mr. Cooper again. After speaking with multiple representatives, I finally spoke with a representative in the escrow department who could see that the payment had just been applied XX/XX/XXXX but insisted that the payoff was still short and we would need a new payoff quote. I attempted to explain that the payoff was supposed to be backdated per Mr. Cooper 's previous assurances to no avail. The new payoff quote included daily interest of {$11.00} from XXXX. Considering original payment was received by Mr. Cooper on XX/XX/XXXX, this included {$620.00} of interest that we should not have been responsible for and would have been enough for the payoff to not be considered short.
Mr. Cooper agreed to waive the {$21.00} late fee, but would not backdate the payoff as promised.
After speaking with XXXX XXXX on XX/XX/XXXX, they decided to pay the extra interest to resolve the matter as Mr. Cooper had been so difficult to deal with throughout the whole process ( including hanging up on the title company twice that day ). The check was sent to Mr. Cooper on XX/XX/XXXX. Upon checking our Mr. Cooper account on XX/XX/XXXX, it finally showed as the loan was paid. However, the same day, a 30 day delinquency was reported to the credit bureaus despite promises/assurances that this would not be reported due to the ongoing resolution between Mr. Cooper, XXXX XXXX, and the township.
I filed a report with the XXXX XXXX XXXX, to which Mr. Cooper responded that they apologized that " [ we ] were misinformed about the credit reporting practices. '' They changed the status of the XXXX payment to " No Data '' on 2 out of 3 credit bureaus ; however, it still shows up as negative information on XXXX and XXXX and our scores are still affected. Mr. Cooper also attached a payoff quote from XX/XX/XXXX to justify their response despite the fact that we very clearly had a payoff quote from XX/XX/XXXX and closed on XX/XX/XXXX and they received the funds XX/XX/XXXX. Considering we haven't been late on a single payment for any account in close to 10 years, this is significantly affecting our credit scores despite the fact that we were not at fault for this issue.
There was also approximately {$850.00} in escrow that should have be refunded to us ; however, in Mr. Cooper 's response to the XXXX report, they informed us that they only refunded {$670.00} on XX/XX/XXXX, which we still have not received over 2 weeks later.
Also, the amounts that we were supposedly " short '' changed multiple times throughout the month we were attempting to resolve the issue. Originally it was {$950.00}, then roughly {$850.00}, then {$560.00}. In the XXXX response, they stated we were supposedly only {$250.00} short, which was never an amount mentioned previously, and that the loan had been paid XX/XX/XXXX and just not posted until XX/XX/XXXX, despite no additional funds coming in at that time and previous documents not stating this. The check that XXXX XXXX sent to cover the " shortage '' since they refused to backdate the payoff as promised has still not been cashed or returned but yet the loan is paid off.
This whole entire situation has been a mess. Everyone told us a different story at Mr. Cooper. I don't know which version is the truth, but I know that we should not be held liable something out of our control.
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01/20/2023 |
Yes |
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- Trouble during payment process
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Web |
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Im reaching out in need of assistance in seeking immediate resolution to an error by XXXXMr. Cooper Mortgage. My previous mortgage company, XXXX XXXX, which I purchased my home back in XXXX of XXXX, had transferred my mortgage to XXXXMr. Cooper approximately in XXXX of XXXX. Since then, I have made mortgage payments on time ( if not early ), only for them to receive my payments, acknowledge receipt of my payments, then reverse my payments and send me notices threatening default and possible foreclosure. Ive made several attempts to resolve their error, including early payment, successful autopay setup, a written letter explaining the error, several phone calls to customer service, and re-paying my monthly mortgage amount after they failed to apply payment to my payment. It has resulted in two Notice of Pre-foreclosure Option Letters I received, one on XX/XX/XXXX and another on XX/XX/XXXX.
Ive tried twice to pay my mortgage since XXXX. I submitted a payment on time for XX/XX/XXXX, only to have it credited back and told that I havent paid. I was never alerted about this. At the beginning of XXXX, I noticed that my mortgage auto payment had not been taken out of my account. I logged into my XXXXMr. Cooper online account to check the status. At that time, my payment for XXXX and XXXX was showing as past due. I went back and paid for XXXX and XXXX in the amount of {$5600.00} and called XXXXMr. Cooper to verify that I was not going to be penalized. At that time, I was told that it was indeed received and that I would not be penalized for it. I re-set up auto payment as a preventative measure in the future, and the setup was acknowledged by their automated system as successful.
Around the same time when I made my payment, I received a Notice of Pre-foreclosure Letter in the mail with a threatening message stating that I needed to consult with a counselor or attorney to avoid default/foreclosure. Although I knew that this was written before I made my recent payment, I called again to verify that my payment was received and was told that as long as my payment had shown as received on my XXXX account, I was fine and that they just needed time to process the payment. My online account had indeed shown that the payment was received back on XX/XX/XXXX for the full amount of {$5600.00} ; however, I continued to monitor my bank account every day to ensure that the money would be deducted from my account.
When I noticed that it wasnt taken out, I called customer service again. I was told that it was fine and that they were still working through the transition as Mr. Cooper and XXXX XXXX had taken over XXXX XXXX ( my former carrier ).
I continued to check my account daily, only to find that they still failed to take the payment from my bank account. I tried calling numerous times to ask why, but I could not get past the automated machine to speak to a representative. I decided to message XXXXMr. Cooper on the XXXX of XXXX directly from my online account as well as mail a letter about my concerns that they continued to fail taking money from my checking account.
I woke up on the XXXX of the XXXX and checked my online account only to see that my mortgage payment status changed from showing as paid and up to date, to showing as past due for both XXXX and XXXX mortgage payments. I noticed that the full amount I had paid had, once again, showed on Mr. Coopers records as credited back. I continued to receive numerous emails notifying me of delinquent payments on XX/XX/XXXX. As like previous notifications, there was no reason explaining this.
I then began receiving debt collector messages on my phone only to receive an automated message warning me of my delinquent payment with an immediate hang-up. I called the number back, making several attempts to use keywords to get the automated system to transfer me to a representative, instead of continually getting looped back to the automated machine. I waited several minutes to get through. I was even offered to receive a call-back when a representative would become available. I did not want to get dropped from the call, so I waited. Finally, a live representative answered the call, asked who she was speaking to, what the property address was, and what my social security number was. Once I provided that, the call disconnected.
I received another Notice of Pre-foreclosure Options Letter again on XX/XX/XXXX. Now I fear that you will penalize me for your mistake and that my credit will be severely impacted. I have screenshots and downloaded copies that I made my payment and that it was accepted. For me to see that they failed to correctly process payments after several attempts to make them has put me in a state of panic.
I just purchased my home after having spent 8 years of my life rebuilding my credit after my divorce. For this to happen makes me upset, fearful, and untrusting of how future payments will be handled as well as how it will affect my credit. Im desperately in need of assistance from a third party to correct this mistake I appear to have no control over. Ive even made all possible efforts to pay them, notify them, and provide them with all my bank account information to automatically prevent it from happening again.
I am hoping to find support requesting prompt correction and written documentation that this has been handled from XXXXMr. Cooper. I made another payment today ( XXXX XXXX ) for the entire amount of {$5600.00} and received confirmation through email that it was received ; however, I can not continue to have the same pattern happen and risk losing my home. You assistance would be greatly appreciated.
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07/18/2022 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Servicemember |
***THIS COMPLAINT ALSO INCLUDES FREEDOM MORTAGE AND MR. COOPER/XXXX XXXX XXXX*** My husband and I have been dealing with this nightmare since XX/XX/XXXX. Instead of paying money so our daughter can begin her college career, we are using the funds as a retainer for an attorney to help protect our financial well-being due to this post-forbearance issue.
We want our current mortgage company Mr. CooperXXXX to abide by and implement the Veterans Affairs Partial Claim that our former mortgage company XXXX XXXX said we were approved for in XX/XX/XXXX.
The following is a synopsis : On XXXX XX/XX/XXXX : Received a letter from Freedom XXXX stating we had been approved for the COVID-19 Refund Modification. The letter stated we told XXXX XXXX that we could not resume payments, which was not true. We told XXXX XXXX from the very beginning that we were ready to resume payments. A copy can be provided.
XXXXXXXX XXXX Loss Mitigation said they would resubmit the paperwork.
On XXXX XX/XX/XXXX : Received a letter from XXXX XXXX that we had been approved for Veterans Affairs Partial Claim. XXXX XXXX said they would work on the paperwork that had to be notarized. A copy can be provided.
I called XXXX XXXX and the representative stated the signing would be scheduled. I asked the XXXX XXXX representative if I needed to get a Power of Attorney from my husband, who is active-duty military since he would not be present for the signing. I told the representative that my husband had been reassigned to Washington state and my daughter and I was remaining in Veterans Affairs until her high school graduation, she was in her senior year. The representative said XXXX XXXX would send my husband a copy of the papers in WA and the notary would notarize the documents for him in WA.
XXXX XX/XX/XXXX : A notary had me sign and he notarized the Veterans Affairs Partial Claim paperwork. The Notary, XXXX XXXX with XXXX XXXX, called XXXX XXXX while he was at the house because he thought My husband was going to be at the signing. No one from XXXX XXXX answered the phone. I signed the paperwork and XXXX said he would XXXX the documents to XXXX XXXX. A copy can be provided.
I kept calling XXXX XXXX and each representative said they would send the papers to my husband, and it never happened.
One day I called XXXX XXXX and the representative told me that XXXX XXXX sold our loan to Mr. Cooper, and I would have to talk to them about getting the paperwork corrected.
I was given a phone number to Mr. Cooper. I kept calling Mr. Cooper for months and was being told my file could not be found so they had not received it from XXXX XXXX.
At one point, I was told I was calling the wrong company and number. I was told to call XXXX, which was the mortgage company doing business as Mr. Copper. I was given the correct number and called.
I called Mr. CooperXXXX several times trying to resolve the matter and start making mortgage payments. Finally, one day I was told that Mr. CopperXXXX finally received the paperwork. After reviewing the paperwork with me on the phone, the representative said the paperwork was wrong and the representative put in a request to her back office to correct it.
After going back and forth with Mr. CooperXXXX, XXXX was told to start making payments in XX/XX/XXXX. As May was ending, I called and asked about making a payment. I was told I could not make a payment because my payment had to be made before XXXX XXXX. I never received anything from Mr. CooperXXXX stating anything about the payment.
Mr. CooperXXXX sent us a demand letter and sent a delinquent payment notification ( 180 days ) to the credit bureaus. XXXX of XXXXXXXX closed my credit card because of the derogatory reporting. A negative post to our credit hurts My husbands security clearance and therefore his career and our lively hood. I fought the input and Mr. Cooper has since removed it.
During the week of XXXX XX/XX/XXXX, Mr. CooperXXXX stated Veterans Affairs disapproved the post-forbearance plan because the home is a rental.
When we were exiting forbearance last year, I spoke with a Veterans Affairs representative and spoke with XXXX XXXX representatives and was told by both parties that Veterans Affairs would treat ALL Veterans Affairs loans exiting forbearance at special consideration made for the CARES Act forbearance. This would allow workout plans without the need to submit paperwork and rentals would not be treated differently if the forbearance occurred under the CARES Act.
XXXX XX/XX/XXXX : I was told my husband and I would have to apply for a standard loan modification, which requires a lot of paperwork, and there is no guarantee it will be approved, and Mr. CooperXXXX was going to hit our credit 180 days late once again.
ADDITIONAL INFORMATION : All the Veteran Affairs circulars state Veteran Affairs is going to work with veterans coming out of the CARES Act Forbearance. I have looked at the Veteran Affairs Post-Forbearance Circulars : XXXX, Dated XXXX XX/XX/XXXX COVID-19 Veterans Assistance Partial Claim Payment Program . ( Copy Attached ) XXXX, Dated XXXX XX/XX/XXXX XXXXLoan Deferment is a COVID-19 Home Retention Program Option. ( Copy Attached ) As a side note, the only reason the property is a rental is that when I, I was on active duty at the time, and my husband received short notice XXXX orders we were unable to sell the home unless we brought $ XXXX to closing because the market crashed. If we were XXXX civilians the government would have helped us. The relief came to military members three months after we signed into our new base and therefore, we were not eligible for any relief. ***
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03/22/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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Apologies for the hard-to-read details. After writing this, I see now this portal does not allow for proper formatting.
My complaint is regarding - Mr. Cooper aka Nationstar Mortgage LLC, NYC Dept of Consumer Affairs XXXX # XXXX, Texas Regulated Lender License XXXX and their failure to honor an already-approved loan ( my loan # XXXX ). Ultimately, I simply wish to continue making payments.
The subject property/loan originates out of NY, NY. The subject lender appears to be based in Texas.
As directed by my attorney, I have documented the timeline & development of the issue below : Mr. Cooper acquired my loan from XXXX XXXX XXXX XXXX during approximately XX/XX/2022.
My mortgage was a post-pandemic modification that was already established/ already in place/ well past the approval stage with XXXX XXXX XXXX XXXX when acquired by Mr. Cooper.
I had not missed any payments, all was fine.
XXXX Upon being notified of the acquisition, I called Mr Cooper XXXX and spoke with " XXXX '' regarding where to send payments to the new mortgage co.
She told me I had to wait to make payments and do not send until they send me paper work. I assumed this was some acquisition formality.
XXXX XXXX XXXX - XXXX mailed me modification documents. I again, did not think this was an issue, figured it was a mere formality of the acquisition.
XXXX Upon opening the mail & reviewing the documents, I promptly called Cooper and spoke with " XXXX ''. I told her I was going to mail back the modification documents with a payment. Their payment was {$13.00} more than the previous company 's so I thought there was no issue and accepted that.
XXXX stated their was a mistake, that the payment should be exactly the same as the already-in-place mortgage, to not send payment, that Cooper will resend the revised documents to be signed by me and mailed back, to simply wait for that.
XXXX XXXX Called Cooper XXXX spoke with " XXXX XXXX in AZ - Told her im still waiting on the docs and wanted to send payment. She said to wait, its still waiting for review, wait for docs in the mail.
XXXX XXXX - 41 min ph call - I called Cooper XXXX spoke with " XXXX XXXX XXXX XXXX in TX , who was now said to be my Loan Specialist.
I'm now express my growing concern as I have yet to receive the documents which would allow me to make payments. Mentioned I just wanted to send payments.
She said she could see in their CRM that I had placed calls and that she would mark it as escalated for a higher manager to handle it since it was still pending with no explanation.
XXXX XXXX - I call Cooper XXXX. Spoke with " XXXX '' in TX. Says it was escalated to an AVP. Mentioned that he's never seen a scenario like this before, and he did not understand why this had yet to be rectified, etc., etc.
XXXX XXXX I called Cooper and spoke with XXXX XXXX at XXXX in TX XXXX Said she was working on this previously with a senior VP. said it's under evaluation and is in escalated status so it's still in progress with the VP. That there's delays due to the holidays, to just wait. I expressed my concerns.
XXXX XXXX - I call XXXX XXXX XXXX direct number. It now says that number is Invalid.
XXXX - XXXX 50 min phone call Mr Cooper XXXX Spoke with XXXX - A review again of the entire issue. She says more of the same and starting over a loan modification process.
XXXX - I received a notification letter on my online account profile stating they are further reviewing.
XXXX XXXX 44 minute Mr. Cooper call with XXXX XXXX TX XXXX I explain the entire situation again and she says she sees that indicated in the lengthy notes of my account in her database. Says she sees it was under various evaluations and escalations multiple times and does not understand the delays or why this has not moved forward. Says she has not seen this before and does not understand why it keeps " dropping off ''. Says she'll put in a verbal complaint with a supervisor in customer service and that she will call me back within 24 hours.
XXXX XXXX 1 hour and 44 minute phone call Mr. Cooper XXXX Spoke with XXXX XXXX XXXX XXXX XXXX XXXX XXXX TX : After long explanation to XXXX of the issue and how I'm merely trying to get it rectified so I may make payments, she transfers me to XXXX in the Loss XXXX XXXX XXXX XXXX XXXX XXXX XXXX ( I had been told multiple times in the past that speaking to anyone in this dept was impossible. ) I explain again the entire situation of how it seems Mr. Cooper keeps letting this fall through the cracks.
She reviews the lengthy inputs within my account of the CRM and how it keeps just dropping off.
After 1 hour and 21 minutes transfers me to the Loss Mitigation Escalation Dept.
Here, XXXX XXXX out of the XXXX Texas Office, Direct XXXX, who mentioned she's is the only person in that dept, after hearing the entire explanation again of how I was told to wait for the mod paper work, to not send payment starting in the XX/XX/XXXX phone call etc. She, like all the others, sounded very reassuring, and said she was going to conduct a phone call recording review, etc., to rectify the problem of unexplainable delays. Provided her direct ph number and said she will call me back within 24-48 hours ( as many of the others said ). She did not subsequently call.
XXXX Called XXXX XXXX XXXX XXXX XXXX XXXX. XXXX - left a voicemail - She has not replied to this date.
XXXX Called XXXX XXXX XXXX XXXX XXXX XXXX. XXXX - left a voicemail - She still has not replied to this date.
Again, I am not in default. I keep getting directed by Mr. Cooper to not send payments. I just want to move forward with making payments as before.
I can be reached directly
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09/24/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Mr. Cooper 's tax department erroneously made a second tax payment from our escrow to the county for {$250.00} Mr. Cooper acknowledged this error and informed that we are due this refund. After nearly a year, we have still not received this. Over a dozen attempts have been made to resolve this to date. Their tax department claims they're waiting on the county to issue the refund before sending us the check. The county informs and country tax payment records indicated the second payment was not received. The timeline of communication and relevant events are listed below in chronological order.
XX/XX/XXXX - Email sent to XXXX Informed Mr. Cooper of the adjusted county property tax statement/bill balance due of {$6400.00} and attached a copy of the bill/statement. The adjusted amount was {$250.00} less XX/XX/XXXX - Email received from XXXX On XX/XX/XXXX we made your County Tax payment of {$6400.00} to XXXX County . Our next payment for this is scheduled for XX/XX/XXXX.
XX/XX/XXXX - Email received from XXXX On XX/XX/XXXX we made your County Tax payment of {$250.00} to XXXX County . Our next payment for this is scheduled for XX/XX/XXXX I reached out to Mr. Cooper and informed them of the error in 2nd payment of {$250.00} XX/XX/XXXX - Email received from XXXX My tax department spoke with XXXXhe county and an overage in the amount of {$250.00} be automatically refunded. The only thing we are waiting on is for the county to post the funds but I will keep you updated due to we are tracking the refund. Please let me know if you have and additional questions or concerns.
XX/XX/XXXX - Email sent to XXXX I requested an update on the status of this refund XX/XX/XXXX - Email received from XXXX I just reviewed the account and no update on the county sending the refund put in a follow up request for a update from my tax department.
XX/XX/XXXX - Email sent to XXXX Any more luck getting this refunded? I appreciate it takes time, but the responsibility for this error is solely Mr. Cooper 's. If it's not resolved yet, who can I contact to escalate this issue?
XX/XX/XXXX - Email received from XXXX The last update Ive received from my tax department on XX/XX/XXXX advised that we are currently trying to verify if the county sent the refund to you or Mr.Cooper. Once I receive another update I will follow up with you on the status of the refund.
XX/XX/XXXX - Email sent to XXXX I am following up on this request by my husband from earlier this year. I have checked with the county and this payment in the amount of {$250.00} was not refunded to us nor is it showing as posted to our account by the county. What do I need to do to escalate the issue? An error was made by Mr. Copper issuing a check from our escrow account to XXXX County when we did not owe any additional taxes. It has been 10 months and we still have not be refunded the money. Is there another individual or department at Mr. Copper that we can reach out to in order to get this error corrected?
XX/XX/XXXX - Email received from XXXX I did review the account and I notice I have not received a update since the last request put in back in XXXX. Ive sent a escalated follow up request and hopefully I will have a response by next week with a status update on the refund.
XX/XX/XXXX - Email sent to XXXX Were you able to get any answers for us on the status of our refund? At this point in time it has been 10 months since we have brought the issue to your attention and requested a resolution. If we don't have a resolution we will file an official complaint with the XXXX and Attorney General.
XX/XX/XXXX - I spoke with XXXX XXXX and requested additional escalation/assistance. She informs she has again requested her tax department to resolve and issue this refund. She informs per available documentation, their tax department is still waiting on a refund from the county. XXXX is informed again there is no record of the county receiving this 2nd escrow payment. XXXX informs direct communication with Mr. Coopers Tax department is not possible and provided contact information for her supervisor.
XX/XX/XXXX - Email sent to XXXX and XXXX XXXX kindly provided your contact information to assist in resolving a refund from our escrow account as we've been unsuccessful to date despite her repeated escalation to the tax department. Your tax department obtained the tax bill from the county prior to the county making an adjustment to the amount due for XXXX ( adjusted amount was {$250.00} less ). I proactively reached out to Mr. Cooper and emailed the adjusted tax bill. Your tax department initially made the correct adjusted payment from our escrow. About a week later, the error was made when the tax department withdrew the adjusted amount and the escrow/mortgage statement showed it as a second tax payment made for county taxes in the amount of {$250.00} Over the last 10 months, I have reached out multiple times via phone and email requesting to have this {$250.00} refunded to us and XXXX has escalated the issue multiple times. They've informed XXXX the reason for not yet issuing us a refund check is that they're waiting for the county to refund them. I have spoken directly with the county who confirms they have no record of that second {$250.00} payment. Our statement/payment records doesn't reflect that 2nd payment being received from your tax department either. Can you please escalate this with the tax department leadership and get this resolved? There clearly is a miscommunication between their department and the county on this payment. I would like to speak with them directly if needed and would three way call with the country.
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12/14/2023 |
Yes |
- Debt collection
- Mortgage debt
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- Written notification about debt
- Didn't receive notice of right to dispute
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Web |
Older American, Servicemember |
Nationstar sent XXXX XXXX and XXXX XXXX to capture XXXX on top of the other checks they knew they were sent by XXXX XXXX and XXXX XXXX XXXX XXXX ( XXXX ) and myself XXXX XXXX XXXX, to the bank to payooff the XXXX loan and sent us applications for reifnance, modificaiton assumption and did not respond and declined the loss mitigation options to us as homeowners since XXXX Aside from keeping the money which would have paid CASH THE loan that was bought by XXXX XXXX XXXX, nationstar decided to create a new loan no cash as " investment FHA loan " wiht the prior XXXX owners XXXX and XXXX. Then after 10 years of discharge of the loan, the attorney included XXXX for his " fees for loss mitigation efforst '' with XXXX XXXX and demands now XXXX from her cash. Not happy with that, confused the courts that are on appeal right now, and used a old masters report in appeal ( the case has not yet been decided by superior court ) nor heard on the district court on the case because XXXX XXXX nor XXXX XXXX XXXX were named as defendants and are not signors on the mortgage fraud.
See HUD letter attached XXXXXXXX XXXX interst has not been satisfied as she wants to keep the home she raised me and my grandkids for the last 15 years. We have paid taxes and insurance home insurance because it is vested in the homeowners name not the old borrowers of the nationstar discharged debt of XXXX that they are thrying to collect now.
This is my house how did it go from my name to the bank 's name without my signaure, are they keeping XXXX casdh and the eqity of my house and the title that is an economical abuse of an elderly person. Neither my late husband ( military ) or I were served for the debt or oinformed of what we owe.
A spreadsheet of the attorney sfees is not enough The bank " bought his loan back for XXXX we not only bid on their auction for XXXX but also sent a letter to XXXX the bank 's envoyee or ambassador for the debt vollection. Now the atttoney wants XXXX cash the embassador of nationstar wants XXXX and the salcedos ' want the payoff of the real estate contract that they agereed with XXXX XXXX, another embassador attorney of nationstar, to collect funds of.
the house is only worht XXXX and we have recently paid XXXX to repair the heating system and roof, and electrical and windows per the last letter of mr cooper asking ius to do repairs. and now they want th ehouse too. I have been here with my daughter for 15 years it is mine. The " borrowers '' of your s of XXXX are not going to pay you a dime, you did a loan not including allthe owners and of course us, in XXXX and XXXX XXXX rescinded or denied you have mortgage insurance for tha tloan, hence the attoenys are not paid by title and now they want to charge us? This is a fraudulent loan. and a judgment that is uncollectqable. We offered to pay the difference bettween the rec in a refinance end we even refinanced application with you hnatiohnstar and the loan, the modificaiton assumption offer was never extended in good faith, i understand now that you only wanted to keep on billing u s monthlyk, keep the cash and return only XXXX that is not wwhat we deposited in your bank as. security deposit for th acash purchase.
the bank nationstar never NEVER ANSWERED THE OFFERED ASSUMPTION MODIFICATION ON XXXX BECAUSE THEY SAID " THE PROEPRTY IS IN LITIGATION '' BY XXXX XXXX AND XXXX XXXX BUT GLADLY ACCEPTED PAYMENTS IN CASH AND ONLY RETURNED XXXX OF THE XXXX WE PAID IT CASH ALREADY, IF THERE IS A DISCREPANCY OF XXXX THAT THE BANK BID ON " THEIR LOAN OF XXXX THEY ARE COLLECTING FROM US THIRDPARTIES '' THEN THE DIFFERENCE IS ONLY ABOUT XXXX. IF IT IS A SALE TO US T OSELL IT AGAIN FOR THE SECOND TIME FOR MORE THAN THE ORIGINAL LOAN WHICH WAS XXXX OW THEY WANT XXXX WE OFFERED XXXX ALREADY AS THE HIGHER BIDDER WITH 'ACCCESS TO CASH ; ' AS ADVERTISED, HOWEVER, THERE IS OTHER XXXX OF THE XXXX THAT IS OWED TO COURT REGISTRY TO APPLY AGAINST IT, WITH THE XXXX DOWN PAYMENT IN COURT, THEN THE LETTER OF ACCESS TO CASH BY XXXX XXXX IS ATTACHE DHERE AS PRE APROVAL, BUT NO THE BANK NATIONSTAR HAS IN MIND TO MAKE MORE MONEY ON LOUR EQUITY, TO TAKE THE HOUSE XXXX KEEP THE XXXX CPAID ALREADY AND MAKE 350 % OF THEIR INVESTMENT ON MY BACK ON MY WORK AS A XXXX ON THIS COMMUNITY AND ON MY DEAD HSUBANDS ' BLOOD THAT HE PAID FOR ALL OF US TO HAVE RIGHT TO FREEDOM, PRIVATE PROPERTY AND PURSUIT OF HAPPINESS, YOU. DI DNOT EVEN SERVE HIM N XXXX WHEN HE WAS ALIVE. DID NOT DO GOOD ON THE OFFER OF MODIFICAITON ASSUMPTION IN XXXX AND DID NOT DO GOOD ON THE COVID 19 MODIFICAITON MAP PROGRAM AND DID NOT PARTICIPATE ON THE NMFA COVID XXXX ASSISTANCE THAT WOUL DHAVE PAID YOUR XXXX ATTORNEYS AND DEBT COLLECTORS, INSTEAD YOU WANT IT ALL. THE HOUSE THE MONEY AND GAVE US 10 YEARS OF XXXX. THAT IS NOT RIGHT OR ETHICAL.. AND SENDING YOUR ATTORNEYS TO FORECLOSE ON OUR REC AND TAKE OUR HOUSE WITH WHAT AUTHORITY AND KEEPING THE ZOMBIE TITLES AND THE MONEY IS NOT JUST THIS IS OUR HOME WE PAID AND WE ARE ELIGIBLE FOR LOANS AND ELIGIBLE FOR HELP FROM XXXX XXXX BUT THEY TOLD US THE BANK ( SENT XXXX XXXX TO SEIZE ASSETS FROM ESCROW ) IS THE OWNER OF THE XXXX AND DOES NOT WANT TO PARTICIPATE TO HELP MY MOM WHO HAD COVID IN XXXX WITH FEDERAL FUNDS HELP. INSTEAD WNATS A WIN AND TO TRIPLICATE PROFIT. MY FAMILY WILL BE HOMELESS AND WE SHOULD NOT WE HAVE BEEN HERE MOE THAN 10 YEARS IS OUR HOME. I HAVE NOT SIGNED OVER MY HOUSE. I WILL PAY THE REMAINDER OF THE XXXX OR THE AMOUNT YOU SENT A XXXX XXXX O N OUR DOOR FOR WHAT HE WANTS XXXX BUT HE DOES. NOT WANT THE FUNDS FROM A MORRGAGE COMPANY HE WANTS CASH TO SELL IT TO A BUDDY OF TH EFIRM OR TH E BANK AND STIFF ME IN MY SILVER YEARS.
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06/23/2023 |
Yes |
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- Trouble during payment process
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Web |
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In XX/XX/XXXX, my mortgage was transferred from XXXX XXXX XXXX to Right Path Loan Servicing, and I have had nothing but issues. My mortgage was in forbearance due to XXXX. In XX/XX/XXXX after the forbearance ended, I entered a modification agreement with XXXX XXXX XXXX to make 3 trial monthly payments of {$640.00}. Once the trial was completed, my new monthly payment was supposed to be adjusted to {$640.00} and the past balance of {$19000.00} was to be deferred to the end of the loan with a new loan maturity date of XXXX/XXXX/XXXX. All payments were made on time, the final signed agreement was mailed to XXXX XXXX XXXX in XX/XX/XXXX. However, my loan was transferred to Right Path Loan Servicing before the changes were completed. I have contacted Right Path Loan Servicing and the acknowledge that the records show that the payments were made. They asked if I could submit a copy of the agreement which I did, however they did not have a copy of the final signed agreement and it was needed to process the load modification. They asked if I could provide a copy of that as well. I explained to them that it was mailed to XXXX XXXX XXXX therefore I was unable to send it to them. I was told because they dont have a record of it they were unable to honor the terms of the agreement. I asked if another final agreement could be mailed, and I would sign it and send it back but I was told that wasnt possible. If I was unable to show that I submitted it they were unable to honor it. I expressed to them that I felt that was unfair that my loan was transfer and my documents were assumingly misplaced and I am being held responsible for it. I was told it w would be researched. On XX/XX/XXXX, I spoke to a representative that indicated that just because I have a trial modification doesn't mean the terms would continue. The statement is incorrect. I discussed the modification in great detail with XXXX XXXX XXXX. The 1st page of the attached modification confirms our agreement. At the bottom of the page, it states : " if you follow the terms of the trial payment plan, your mortgage will be permanently modified. '' I was also told by that representative that the issue would be escalated. I have yet to receive a response. On XX/XX/XXXX, I spoke with a manager that stated I didn't meet the terms of the agreement because the payments had a shortage. When I asked how much were the payments received he stated {$640.00} ( which is clearly the amount listed in the agreement ). He then stated that you all needed a signed copy of the agreement. The signed copy was returned to XXXX XXXX XXXX as per their instructions. I provided Right Path Loan Servicing a highlighted document that showed that I was instructed to return the signed copy to them and I would receive a signed copy back ; however in the midst of this, my loan was transferred to your company.
This brings me to my 2nd issue. On XX/XX/XXXX, Right Path Servicing received a payment of {$20000.00} that was inappropriately applied to my account. My portal showed that the payment was applied towards the past due balance which as discussed above should have been deferred to the end of the loan. My trial payment plan was completed XX/XX/XXXX, therefore the modified terms were due to begin XX/XX/XXXX. The company failed to make the adjustments which caused my account to continue to reflect a past due balance which was incorrect in accordance with the new terms. My account also continued to reflect my monthly payment as {$780.00} therefore each of my monthly payments are being applied incorrectly.
After months of going back and forward with Right path Servicing and getting no where I decided just to apply for a mortification with them. On XX/XX/XXXX, I applied for the loan modification, and I uploaded all required documents. On XX/XX/XXXX, I contacted them to verify the status of the modification. I was told that everything was received, and it was being proceed. I never heard anything. On XX/XX/XXXX, I sent a message through the customer portal asking for the status. I received a generic email that stated that it was still be process and I was provided with my case manager name and contact information. I attempted to call the number provided but I was routed to the main line. I spoke to a representative that stated that a document was missing. I was asked what was missing and I was told since the application was done in XXXX and it was now XXXX I will have to do the process all over again. I asked why I wasnt ever notified, and I didnt get a clear answer. On XX/XX/XXXX, I resubmitted all the documents. On XX/XX/XXXX, I contacted them to check the status I was told everything was submitted and it takes XXXX to process. I explained it has been over 30 days and I was told to call back in a few weeks. I called back on XX/XX/XXXX, I was told the same thing. I explained that I have been dealing with this issue for a year and I needed it resolved. I was told it would be escalated. Later that day I received a letter that indicates that my loan will be changing from Right Path Servicing to XXXX XXXX as of XX/XX/XXXX.
It appears that Right Path Servicing is avoiding granting my loan modification so they can collect more money which is unfair to me a consumer. The CARES act allowed consumers to enter a forbearance due to financial difficulties and there were payment options available after the forbearance has ended. Right Path is avoiding complying with the Act but claiming a form was not receiving and referring to assist tor rectify the issues, by not process loan modification request and now transferring my loan to another carrier.
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04/07/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
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Web |
Servicemember |
XXXX XXXX I called two times to request removals errors to my credit report. They reported that my pay status was included in bankruptcy, in XXXX and XX/XX/XXXX reported to XXXX XXXX XXXX XXXX that I was derogatory as payment status. This is & was incorrect and I have proof that Ive never missed a payment or been late in my payment history in the loan account. I requested that they placed the bankruptcy statement in the incorrect location which has most likely created the derogatory reporting, I also have repeatedly sent emails, and a copy of my credit reports to them showing what they reported. They did change one thing but not to every agency XXXX XXXX XXXX XXXX All representatives have stated Ive never been late or missed a payment even the bankruptcy dept confirmed this as fact based on my payment history! In XXXX and XXXX I called numerous times to talk about the errors not fixed but to no avail. I received a few letters stating that they reported correctly which proves they have not investigated my payment statements as never being late. They clearly r judging and defaming me based on the bankruptcy which I was not informed I needed to reaffirm my mortgage loan as a result of my lawyer passing away prior to bankruptcy closing and his communication with peers. I did not file bankruptcy on creditors I currently had, rather my intent was to remove the judgment liens on my property. For some reason I was told I had to file bankruptcy. So again the mortgage lender refuses to read the list of errors they reported that I sent to them in XX/XX/XXXX for the year XXXX and continue to not investigate my complaint correctly. At the end of XX/XX/XXXX, I again requested that they review and remove the derogatory statements. I also mentioned I have never been late or missed a payment and the bankruptcy was in error as I did not know or understood the reaffirming actions I was supposed to do. I get that they r required to report that I filed Bankruptcy and the debt and payments was no longer reported however to report that I was derogatory in any way is false, defaming my name and reputation with an excellent payment history, therefore they must report that I PAID AS AGREED, NEVER LATE, NEVER DEROGATORY or delinquent at any time! They must remove the derogatory statements for ALL months and report that I paid as agreed. The statement they reported for, Included in bankruptcy should be included in comments section as well as statements saying that I did not reaffirm even though I still made and continue to make all payments on the mortgage loan bc my intent was not to lose my home or stop paying to them, rather my sole intent was to remove the judgment liens on my home and I was lied to and was represented by a lawyer who was very ill and no one informed me of this resulting in their failure to understand what I was requesting and needing and the actions that occurred which is bankruptcy was not able to remove once closed and after I learned of these errors and lawyers death.
I want the derogatory comments removed from all credit agencies at once along with Payment Status to say the truth, that I Paid As Agreed. This lenders research department has falsely accused &, judged me by refusing to investigate the facts of my case as a result of the bankruptcy which again is delinquent on them as well as defaming my name, reputation, causing me stress, anxiety especially now since Im selling the house hopefully closing sometime this month XX/XX/XXXX. With this companys defaming comments and reporting practices I can not receive a correct interest rate on a new home due to incorrect reporting and my credit score is to low. The credit agencies should have also made the changes correctly to my account because I told them this was an error and I disputed it but again the mortgage lender repeatedly keeps saying they r required to report the bankruptcy even though I tell them they r reporting it incorrectly as a result of where they placed their statements and for some reason they continue to refuse to remove the derogatory comments for XXXX and XX/XX/XXXXXXXX XXXX states derogatory payment status. On XXXX report, They have XX/XX/XXXX in red which represents non payments or Negative which is false and should be removed as I have never been negative for any payments what so ever! Also, states I was derogatory for XX/XX/XXXX which is also false!
I understand that they required to report that this loan was included in bankruptcy, the the fact is, it was not. Stating this shows I was derogatory or delinquent in some way therefore someone is not reporting correctly the facts about my case because yes I did file bankruptcy but like all the other creditors that were forced to close did not report or state : included in bankruptcy, because I owed them nothing and I paid as agreed. Yes I still owe mortgage lender however I make my payments on time therefore they must change the reporting errors all of the errors and if the statement, included in bankruptcy must be removed in order to bring the true facts about my payment history than they must do so and stop trying to defame my name and character. They should only include anything bankruptcy in the comments if they must say anything about it and must state I paid as agreed that Im in good standing with them and always on time. They must remove all that is incorrect. Based on bankruptcy statements all these errors to my credit reports is causing confusion for all therefore it must be removed and added in a place where it does not affect my payment history or my willingness to pay. It must be removed at once!!!
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03/23/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
I have a 10 page letter of complaint with at least 58 enclosures against Nationstar Mortgage dba Mr. Cooper of all the things they have done to me since they took over servicing of my loan in XX/XX/XXXX. I sent my complaint to every government agency I can think of, including CFPB, a several years ago, to no avail. They all referred me to another government agency that I had already sent my complaint to. Nationstar just lied about everything, even though I had documentation to back up all my complaints. The level of incompetence of this company continues to get worse.
My most recent complaint is that they're claiming they didn't receive my XX/XX/XXXX mortgage payment, which I sent on XX/XX/XXXX with three money orders, amounting to {$2800.00}, like I have done since they modified my loan in XX/XX/XXXX. When I received my XXXX mortgage statement, it showed a payment due of {$5700.00}, which was for the XXXX and XXXX payment, plus a late fee.
I filed a request to XXXX XXXX to investigate what happened to the money orders to see if they had been cashed, and found out, so far, that the {$800.00} money order was cashed on XX/XX/XXXX, but the other two {$1000.00} money orders had not been cashed yet, and nothing has been applied to my mortgage. I know Mr. Cooper received the payment and somehow it didn't get applied to my account, but I have to wait for XXXX XXXX to complete their investigation to confirm that they cashed the money order, and to prove that they are in possession of the other two money orders.
I then had to send another payment for XXXX along with my XXXX payment, until I have proof of what happened to my payment. I sent both payments with two cashiers checks on XX/XX/XXXX, certified mail, return receipt. I received conformation of receipt of my payments on XX/XX/XXXX, showing that it was received and signed for on XX/XX/XXXX by XXXX XXXX XXXX, I.D . # XXXX.
I received two letters from Mr. Cooper offering to help me by having me contact a dedicated loan specialist, because I was behind on my mortgage payments, but when I call I never get to talk to anyone. Only one time did anyone call me back, and I was on the road so I asked the woman to call me back in an hour, and she said it was my responsibility to call her, which I had already done. Then on XX/XX/XXXX, I received a call from Mr. Cooper, saying they did not receive my XXXX payment and that I was now two months behind, and to avoid foreclosure, I must call and make the payments immediately. I called the Mr. Cooper escalation dept. and spoke to XXXX, and I faxed her the proof of receipt of my payment. I asked XXXX to call me and confirm that she received the fax, but she never called back, even though I called the next two days, and left messages, asking for a call back. I also called my bank to check the status of the cashiers checks, and they have not been cashed yet.
Because they failed to apply one of the {$1000.00} money orders to my account for a mortgage payment in XXXX, ( of which I have proof ), until I threatened to sue them, and then they found it, I suspect that they have all three of the payments sitting somewhere on someone's desk, but no one cares enough to do their job. It had to have been them that cashed the one money order, because, first of all it was made out to Mr. Cooper and if someone could actually get away with fraudulently cashing the one for {$800.00}, why wouldn't they cash the other {$1000.00} money orders. None of it makes sense, except that I have had to deal with so much of these kinds of issues with this company that I can deduce that they have possession of all of the payments.
When they took over servicing of my loan XX/XX/XXXX, they took out a homeowners insurance policy with Foremost Insurance, without notifying me, even after I provided proof that I had a policy with XXXX. Nationstar claimed my policy didn't cover their interest in the property. I had to have XXXX write them a letter, explaining that the coverage is not based on their interest in the property, but on the the cost of replacement for any damages to the home or property. I had to cancel the policy because they didn't. Three violations of the RESPA Servicing Rule.
4. Force-placed insurance ( 2013 RESPA Servicing Final Rule ). Servicers are prohibited from charging a borrower for force-placed insurance coverage unless the servicer has a reasonable basis to believe the borrower has failed to maintain hazard insurance, as required by the loan agreement, and has provided required notices. An initial notice must be sent to the borrower at least 45 days before charging the borrower for force-placed insurance coverage, and a second reminder notice must be sent no earlier than 30 days after the first notice. The rule contains model forms that servicers may use. If a borrower provides proof of hazard insurance coverage, they must cancel any force-placed insurance policy and refund any premiums paid for overlapping periods in which the borrowers coverage was in place.
I also read the complaints that the XXXX filed with the government against Nationstar Mortgage dba Mr. Cooper, and among other complaints they were held accountable for charging property inspection fees, and had to make restitution to the mortgagors. They have been been trying to charge me {$760.00} property inspection fee, since they took over servicing of my loan in XXXX. I have refused to pay the fee because I know they can not access that on my account.
I haven't attached any documentation with my complaint, but I can provide anything needed to prove everything I have stated in my complaint.
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07/29/2022 |
Yes |
- Debt collection
- Mortgage debt
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- False statements or representation
- Impersonated attorney, law enforcement, or government official
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Web |
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In 2015, the US Federal Agency investigation acknowledged and concluded that I am a victim of identity theft and mortgage fraud. The 2006 mortgage was procured by fraud.
The Credit Bureau 's separate internal investigation concluded the same.
The investigation resulted in removing the mortgages and federal tax liens from my credit report, tax transcripts, and public records in FL and NY.
The NY XXXX XXXX XXXX referred my case to the FBI due to multiple jurisdictions being involved.
In 2015, the FBI worked diligently in pursuing charges against the loan originator for 3 months until the Federal Statute of Limitations expired on the 2006 mortgage.
In 2020, 5 years after the Federal Investigation, I was blindsided by a " Notice of Sale '' mailed to my po box .
I was forced to file for bankruptcy to stay the sale of my home and cancel scheduled XXXX.
I filed a complaint with the CFPB. A company by the name of Mr. Cooper responded.
Mr. Cooper acquired the Mortgage debt in 2016.
( 8 ) years after Default, 2008 ( 2 ) years after Statute of Limitations Expired on the mortgage debt, 2014.
( 1 ) year after the Federal Investigation acknowledged I'm a Victim of Identity Theft and Mortgage Fraud, 2015 Mr. Cooper 's response to CFPB complaint was deceptive and convoluted.
Mr Cooper acquired The Mortgage debt in 2016.
Mr. Cooper knowingly and deliberately withheld the knowledge of being a third-party debt collector attempting to collect a debt. Governed under the FDCPA Mr. Cooper deliberately withheld knowledge of the State Statute of Limitations to collect the debt had expired in 2014.
Mr. Cooper and their attorneys XXXX XXXX engaged in fraudulent and deceptive business practices violating GBL 349 In 2018, XXXX XXXX misrepresented material facts to the court, committing fraud upon the court.
XXXX XXXX was unauthorized to file a motion seeking Summary Judgment of Foreclosure XXXX XXXX, attorneys representing the third party debt collector, deceptively claimed to represent the named Plaintiff /Lender they chose.
In 2018, XXXX XXXX was erroneously granted Summary Judgment of Foreclosure on behalf of the Plaintiff/Lender ( Wrong Bank , Note ) On XX/XX/XXXX Application for index # was filed By XXXX XXXX XXXXXXXX XXXX XXXX XXXXeported Type of Action : NOP On XX/XX/XXXX The Clerk of Court recorded XXXX XXXX XXXX NOP Remarks XXXX No Note, Wrong Bank Assignments of Mortgage : Confirmed XXXX XXXX XXXX XXXX XXXX wrong Bank. There is no Note On XX/XX/XXXX Bank XXXX XXXX XXXX ( Amended ) On XX/XX/XXXX The XXXX XXXX XXXX recorded XXXX XXXX XXXX XXXX ( Amended ) Remarks : No Note, Wrong Bank Assignments of Mortgage : Once again, XXXX XXXX XXXXXXXX was confirmed as the wrong Bank. There is no Note XXXX XXXX XXXX did not have standing.
XXXX XXXX XXXX did not initiate a Foreclosure Proceeding under New York State Law.
Mandatory required documents to initiate a Foreclosure Proceeding in New York were never filed with the Court.
Most importantly, XXXX XXXX XXXXXXXX was not represented by XXXX XXXX. Confirmed by court documents.
Furthermore, Mr. Cooper confirmed being represented by XXXX XXXX in a written response to my CFPB complaint.
Mr. Cooper did confirm that I was not served the " alleged '' Amended Complaint.
Stating : " No person was found, or otherwise served at the property address, '' Mr. Cooper alleges I was represented by Council.
Mr. Cooper 's claims are illogical. If I were not served, I would not know to contact and retain an attorney.
It serves Mr. Cooper to believe the narrative that the Perpetrator of Identity Theft and Mortgage Frauds attorney ( XXXX XXXX ) appeared on my behalf. However, it is unlikely that any reasonable person would believe the Perpetrator 's attorney showed up to protect my best interest.
CPLR 320 : Unauthorized Appearance by an Attorney Does Not Confer Personal Jurisdiction upon a Defendant XXXX XXXX XXXX XXXX XXXX XXXX XXXX, In 2022, XXXX XXXX filed a " certified '' to be a true copy of the original document. Requesting the Federal Bankruptcy Court to lift the stay.
The " certified document '' is ALTERED, FORGED, and FRAUDULENT.
XXXX XXXX altered my name as it was typed on the original mortgage document. Changing my married name to my maiden name.
XXXX XXXX had the audacity to forge my signature.
XXXX XXXX removed the NOTARY SEAL, making the mortgage unable to be recorded.
Resulting in a " void '' mortgage Mr. Cooper and XXXX XXXX violated my rights. Through deception and fraud. Having devastating financial and medical consequences. Re-victimizing me as a victim of Identity Theft and XXXX.
XXXX XXXX is the new loan servicer. XXXX XXXX does not have information that I am on the mortgage. They sent a letter to my home address stating that the XXXX of Limitations to collect this debt has Expired.
The unnecessary delay in XXXX has left me permanently disfigured. Re-victimized as a victim of identity theft and fraud. Thankfully there are bureaus such as the CFPB and the FTC. I am grateful for the government investigating the complex Financial crimes committed in my name. The individuals involved have no idea how deception and fraud have the ability to destroy someone's life not only financially. I hope that compliance is enforced. Individuals who have been given the power and authority to enforce the law and not to abuse the law should be held accountable for their actions. Once a person takes advantage of the privilege they have been given it is no longer a privilege they deserve.
Thank you for your time and assistance in this matter.
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09/15/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Escrow, taxes, or insurance
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Web |
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On XX/XX/XXXX, FEMA updated their flood maps and placed our house halfway in a flood zone, and halfway out of a flood zone. In XXXX of XXXX, or mortgage was sold to Mr. Cooper aka Nationstar Mortage. On XX/XX/XXXX, I received a letter from Mr. Cooper stating " we reviewed your account and after conducting an investigation determined that we did not make an error and the flood zone designation is appropriate according to the information provided by FEMA. According to their information the mortgaged property resides in an active flood zone. Therefore, flood insurance is required. '' After receiving this letter, we purchased flood insurance through XXXX, policy number XXXX. I uploaded the flood policy to Mr. Cooper 's website to show that we had purchased it, and never got a response back from Mr. Cooper. After three weeks, I called Mr. Cooper to verify that they had received the documentation as I didn't want to be penalized. When I called, I was told by two to three people ( Mr. Cooper has it documented as two, I remember three ) that we did not need flood insurance and they didn't know why that letter was sent out to us stating that we did. I stated I did not want to cancel our flood insurance policy until I had physical documentation from Mr. Cooper stating that we didn't need it since they previously said we did.
Mr. Cooper sent out a physical letter to me dated XX/XX/XXXXXXXX that states, " Effective XX/XX/XXXX, Mr. Cooper has removed the flood insurance requirement for the above loan. '' Upon receiving this letter, I cancelled the flood insurance through XXXX since Mr. Cooper said it was no longer needed, and because we were within our 30 day cancellation window with XXXX meaning the policy would not go into effect until 30 days had passed and we were able to get our money back.
Fast forward to yesterday, XX/XX/XXXX, I received a letter from Mr. Cooper dated XX/XX/XXXX stating that our home is now located in a flood zone and we are required to purchase flood insurance. This came as a shock after going through this entire thing with Mr. Cooper just a year earlier. FEMA 's flood mapping hasn't been changed since XX/XX/XXXX, so there is no reason we should now be required to purchase flood insurance when Mr. Cooper themselves said we didn't need it AFTER FEMA updated their maps.
I called and spoke with XXXX XXXX yesterday ( XX/XX/XXXXXXXX ) with Mr. Cooper. His direct line is XXXX. He is the manager for the Mr. Cooper Insurance Center. He stated he did not know why we were told by Mr. Cooper that we didn't need flood insurance. He also stated that the company Mr. Cooper uses to verify whether a mortgaged property needs flood insurance has remained the same from XXXX to XXXX. This means that the information they provided to Mr. Cooper has been the same all three years, and should be consistent. However, the information Mr. Cooper has given to us has been INCONSISTENT and false as they are stating our now our home was never taken out of a special flood hazard area.
Upon calling XXXX today ( XX/XX/XXXXXXXX ) to get a new policy written up for flood insurance, we found out that the premium we had the first time we contacted them about a flood insurance policy went from {$380.00} a year with a coverage of {$250000.00} and a {$2000.00} deductible, to {$1100.00} a year ( with the same coverage and deductible ). This is a {$790.00} a year price difference. XXXX said the prices are set by FEMA, and because we went without flood insurance when we previously had it ( however we cancelled it within the allowed 30 day window and it never went into effect ), FEMA was now requiring us to pay more.
I am frustrated and upset by the massive mistake Mr. Cooper has made. We have no control over who our mortgage is sold to, and we have to trust that the information they give us is correct because it's THEIR company. As a consumer, I have no way to verify if what they are telling me is true and correct, I just have to assume it is. And because of this, they have failed myself and my family three times now. This time, it's a huge financial hit, creating a hardship for us, especially because I am a stay at home mom to our XXXX XXXX children and don't bring in an income. Mr. Cooper is also only giving us 45 days to purchase this insurance, so we are suppose to come up with {$1100.00} in less then two months. To put such a massive mistake on your customer who has no way to verify if what they are being told is correct is just wrong, and I have saved all the documentation I received from them showing their egregious mistake. Mr. Cooper needs to make this right, and should be doing everything in their power to correct this. The financial hardship they have created should absolutely not be falling on us, and they are the ones who created it.
Our loan maturity date is XXXX/XXXX/XXXX. So we have 27 years left on our mortgage. We purchased flood insurance since Mr. Cooper told us we had to in XXXX of XXXX with a premium of {$380.00} a year. Once they told us they no longer required us to have it in XX/XX/XXXX, we cancelled it. Then upon finding out yesterday ( XX/XX/XXXX ) that they are asking us to purchase it AGAIN, the premium is now {$1100.00} ( price set by FEMA ). This is an additional {$21000.00} we could have to pay over the life of the loan ( an additional {$790.00} a year ) due to Mr. Cooper 's mistake. This is absolutely unacceptable, and I fully expect them to correct their error and make this right. We aren't talking about a small amount of money, and I do not take this lightly.
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09/30/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
I have a VA loan with Nationstar, Rightpath, Mr.Cooper or XXXX XXXXXXXX XXXX forced to file XXXX CFPB complaints because the companies themselves dont even know who has the loan, whos offered what, who works for who or where my loan stands. This nightmare started when XXXX advised the loan was sold to a company called Nationstar & returned payment. Upon contacting Nationstar they denied having purchased said loan & refused payment. We contacted XXXX several times over the next couple months & were assured over & over the loan was sold to NationStar. I cant say exact dates at the moment as XXXX in CA for my mothers funeral but Id say sometime in early XXXX a wonderful woman at XXXX finally told us Nationstar was caught up in some fraudulent behavior & advised she believed the loan was actually with a company called Mr. Cooper. We contacted Mr. Cooper however they too claimed they did not have the loan. Mr. Cooper said they could be getting the loan but advised it can takes a long time & assured payments would not be considered late or affect credit in anyway. Needless to say this concerned us & we requested this be put in writing. Despite multiple requests, we did not receive the requested information in writing but after getting very upset Mr. Cooper finally put this in writing. They not only put it in writing 1 time, but 4 times ( see attached ) assuring us not to worry about any late payments & advising it would not impact credit. Eventually Covid hit, we faced financial difficulty & ended up qualifying for pandemic forbearance ( see attached ) offered. When this ended, Mr. Cooper denied we were in a forbearance & claimed we didnt qualify. We provided proof of the same & nothing further was contested. Despite receiving no notice, we began receiving phone calls, letters flyers & people showing up claiming we were being foreclosed on. We contacted Mr. Cooper & were once again told they didnt even have our loan. After contacting them multiple times, we were finally told it was with their sister company called Rightpath & to contact them. In an effort to straighten things out, we contacted XXXX & were advised our home was in fact placed in foreclosure & there was an auction scheduled for XX/XX/XXXX. We asked why we werent notified & no explanation was given. We contacted an attorney who advised they must notify us by law & advised us to request a copy of the notice & confirmation of the same. To date, we have requested a copy of the notice & confirmation of the same on 5 different occasions & have yet to receive it. In addition, we provided an affidavit from our neighbor, travel itinerary & hotel confirmation proving theres no possible way notice was received on any of the 4 random dates thrown out.
Despite all of this, we reached out to Rightpath in an effort to work things out quickly due to the upcoming foreclosure date & the unexpected death of my mother. We spoke with a wonderful woman named XXXX on XX/XX/XXXX for nearly 2 hours & agreed to the XXXX XXXX she offered. XXXX advised she would send all necessary communication on her end in order to put the foreclosure on hold & advised someone from XXXX would be in touch Monday XX/XX/XXXX. She provided us the information to XXXX XXXX XXXX advising this was the attorney handling the foreclosure & advised us to reach out to both XXXX XXXX XXXX XXXX XXXX Legal & inform them weve agreed to a Disaster Modification. We reached out to XXXX XXXX XXXX XXXX XXXX at XXXX XXXX XXXX & advised the same the very same day, XX/XX/XXXX. Upon calling XXXX XXXX XXXX, a woman by the name of XXXX advised shed never heard of XXXX & claimed they didnt represent them. We reached back out to XXXX XXXX XXXX XXXX to confirm XXXX XXXX was the right contact. Both assured XXXX XXXX XXXX was the right contact & we were provided an email address in addition to the phone number. I emailed XXXX XXXX XXXX & a man by the name of XXXX XXXX eventually responded but said he had not been contacted by Rightpath. We provided him the contact information we received from Rightpath & advised of the disaster modification just as we were advised to do, however, he says hes in contact with Mr. Cooper & Mr. Cooper claims theres no modification. Weve corresponded with XXXX several times & he insists this information hasnt been provided to him & advised foreclosure is still scheduled for XX/XX/XXXX ( see attached ). Weve done our part & quite literally pleaded with them to do theirs but we keep getting the same redundant answer that basically nobody knows whats going on. I spent another XXXX XXXX hours on the phone speaking to a woman XXXX XXXX XXXX XXXX just today. XXXX tried to get several supervisors, managers & asset managers on the phone over the course of XXXX and XXXX hours, yet she was unsuccessful. Weve spent countless hours emailing with LOGS Legal to no avail. Weve spent countless hours attempting to contact Mr. Cooper only to be told our loan is with their sister company Rightpath & to call them ( see attached call logs ). I am unable to upload the call recordings to your system but can send them wherever youd like. Rightpath assured me our call on XX/XX/XXXX was being recorded just as they always do so Im certain they have it as well. I dont know whats going on with these companies. I spent the entire week of my mothers funeral attempting to get this handled despite being assured it was handled before I left. Im spending the evening before my mothers funeral writing CFPB complaints. Im at my wits end & quickly running out of time. We are in urgent need of help!!
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09/08/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Older American |
In regard to the next Certified letter on it's way to Mr. Cooper. We are maintaing that Mr. Cooper used our Promissory Note as their Asset ( while in fact it was our asset ) to " Create '' a mortgage and charge us interest on a loan they manifested. We just recently were made aware of the Constitutional Law regarding our Property.
We are requesting Clear Title, and the Interest to be paid back. We feel Mr. Cooper has acted in a Fraudulent and Predatory manner and we never gave them permission to use our asset as their own. Our ( so called loan ) has been transferred to several servicing companies in the past. We are immediately asking for repayment.
They must also cease any and all Foreclosure on our Property immediately. Also clearing any Credit Score Damage they have added to our XXXX Scores.
XXXX XXXX, XXXX Mr. Cooper-Repayment Document Correspondence Loan # XXXX Notice of Error/Request for Information Cc : Consumer Financial Protection Bureau XXXX XXXX XXXX XXXX and XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX WI XXXX Mr. Cooper If you are not aware the USA is returning to Constitutional Law and Order. Your Repayment Plan is absolutely unacceptable to us.There are provisions in the Constitution of the United States to stop your type of banking or ( Servicing Loans ) I quote the following : Article 1, Section 8, Clause 5 states : Congress shall have the power to coin money, regulate the value thereof, and foreign coin. And fix the standard of weights and measures.
Article 1, Section 10 in part states : No state shall use any Thing but Gold and Silver Coin as tender in payment of debts. You can not use Creative Bookkeeping. Or the term mortgage. If a Promissory Note is designed to circulate as money, like money it can be deposited into a checking account cant it? This was never disclosed to us. We argue the bank or Servicing Mortgage Companies altered the Promissory Note and was a negotiable instrument per the Uniform Commercial Code, at what point did the Mortgage Company Own the note? We did not give any of the companies to turn the Promissory Note into $ Moneyand you altered said note into a loan, with interest payments. The Mortgage becomes Null and Void. Predatory Loan practices. Not at any time did we give you permission to do so.
The information below is useful to understandthe extent of the banking fraud. Now we are using the consumer protection laws to stop the extraordinary predation of the banks and other lending institutions. Topmost of these laws is theTruth in Lending Act ( TILA ) of XXXX, revised in XXXX, XXXX, and XXXX. Also useful to our quest for fairness and justice under the law is the Real Estate Settlement Practices Act ( RESPA ), theHomeowners Equity Protection Act ( HOEPA ), theFair Credit Billing Act ( FCBA ), State and Federal Usury Laws, and others.
It's only fair to receive equal protection under the law, equal protection under the bank loan agreement, and for the whole truth about the bank loan agreement to be revealed. The whole truth is NOT revealed to the borrower. The bank or other lending institution does NOT disclose to you that your promissory note is actually an asset to the bank- which they deposit as THEIR asset. This is a Predatory and Fraudulent act.
The bank does not let you know that a promissory note is actually a " negotiable instrument '' under the Uniform Commercial Code, and that it will be deposited to fund your loan. Nor did they tell you that the bank has a liability to you of approximately the amount of the loan. ( The bank owes you by their own bookkeeping entries! ) The bank does NOT tell you that you actually provided the real cash value for your own loan! Thus, the bank only appears to be lending you anything. We maintain this as Non-Disclosure to us.
If the promissory note is an asset, what funded the bank 's ownership of the note? " Answer : They still don't really own it. They made an exchange -Your promissory note ( asset to the bank ) was exchanged for approximately the amount of the loan. You gave the bank an asset worth {$100000.00} and the bank returned {$100000.00} to you. Where was the loan? There wasn't one. But you really do have to admit, it's brilliant.
As an honest, ethical person who believes that all loans should be repaid, do you agree that the bank should repay your loan to them? After all, they deposited your promissory note. Your promissory note is an asset that they exchanged for a check. Where's the loan? Factually, there isn't one. And since all lenders should be repaid, shouldn't the bank repay your loan to them? Absolutely and we are demanding you do so.
We have requested repeatedly where the money ( you said you loaned to us came from ) and there has been no response but more copies of your Mortgage Paperwork. We are requesting a Clear title of our property and also interest that has been paid on our Property returned to us in FULL.
Copies of this will be sent to The Consumer Financial Protection Bureau by our Lawyer. Your Repayment Plan is Unsatisfactory to us. We are claiming our rights via Constitutional Law and your unethical procedures in dealing with us.
Also I would suggest your company stops any and all Foreclosure Plans on our Property. You will need to have this Title Cleared and Sent to us by XX/XX/XXXX. Along with a Check for all of the back interest we paid into you with interest to us. Along with clearing all bad credit history you have put on our Credit Reports regarding the matter.
Best Regards XXXX and XXXX XXXX XXXX XXXX XXXX XXXX XXXX, WI XXXX
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02/26/2019 |
Yes |
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- Struggling to pay mortgage
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Web |
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I'm writing this complaint concerning a dispute and Forbearance that was denied, and no fault of mine, but the company that was handling it.My name is XXXX XXXX I have or had a loan with XXXX XXXX. XXXX XXXX contracted a company to due collections and other dealings pertaining to Mortgages. This companies name is XXXX. I was having a hardship back in XX/XX/XXXX. I contacted XXXX to explain my situation. XXXX at the time explained my options. One of the options was to do a forbearance. I agreed that this would be the best solution to my hardship. They said they would send out the paperwork, that I needed to fill out and return by the end of XXXX. I agreed to the terms and to the contract. After I sent it in, they sent back the approval, and the Forbearance would start on XX/XX/XXXXand end at the end of XXXX, and at that time I could decide to do a modification or refinance my loan. my payment would be for the amount of XXXX at the first of every month until XXXX. I called in the first payment and it was a check for the amount of XXXX. It was written from my church. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, and banked through XXXX XXXX XXXX XXXX XXXX XXXX. I was abler to get a confirmation that it was accepted. I then sent my second payment for the amount of XXXX. No problems. It wasn't until the end of XXXX that I received letter stating my forbearance was terminated due to a routing number. They stated that they must receive a letter from the bank confirming that the routing number had not changed. I called immediately to see what they were talking about. They could not give me any information except to dispute it and reapply for another forbearance. I sent a dispute a couple days latter to the fax number they given me to send my dispute. A couple weeks later I received the papers to do another forbearance. I then called weekly to follow up. I called weekly from XXXX to XXXX. I would call and they would tell me everything looks great XXXX XXXX not to worry that it is in the process and to call again in another week to follow up or find out the results. After numerous calls and frustration, I was able to get a answer, after demanding and waiting on the phone over 2 hours, the young lady came on and said sorry. She said she was sorry for both the forbearance and my dispute being turned down. I asked why and she couldn't give me a answer. In the dispute I sent a letter from the bank, a copy of the check, and all the other information to show that the routing number was good no changes and the check was good. XXXX never tried to put the check through, this is from the bank that covered the check XXXX XXXX XXXX. XXXX cancelled my forbearance without calling or notifying me, until almost 3 months later. I didn't have any idea that my forbearance was cancelled until months later, or that XXXX never tried to put the check through the bank. I was devastated and continued to do everything I could to work with XXXX and to show them this was not any of my fault. I spent 3 months waiting and calling continually every week to solve and get answers to this dilemma. All this time they were telling me not to worry, that it seemed to them it would go through. I even ask for supervisors and Managers to help or get involved. I only received from the customer service that a supervisor would go through all the calls and recordings and get back with me. I received nothing. In XXXX after I was told that the forbearance and the dispute was turned down, that if I couldn't come up with the arrearages that foreclosure would start. I was beside myself. My new wife couldn't handle it and we separated. we had to tell our children, they were devastated. I received a letter from XXXX, stating that they have sent it to a foreclosure attorney and I needed to contact them. The XXXX week of XXXX I receive another letter stating that XXXX is longer involved. That they sold or sent my loan to a new company called XXXX. It stated that the loan will be with XXXX starting XXXX and that I would need t contact them and not XXXX. I've contacted XXXX, I even did a modification. when I spoke to XXXX told them what has been going on, they stated that it did not matter, because I was now with them. I asked them about my modification and they stated it probably wont go through and I should try and sell as soon as I can. They also told me that I need to contact the attorneys involved. I ask the name and phone and it was the same foreclosure attorney as XXXX. There shouldn't be any reason why this is happening. If XXXX would of deposited the check, my forbearance would of never been cancelled. It doesn't make any sense why they didn't even try. and after knowing that there wasn't any problems they didn't do anything to help. and they got gave my loan to another company without resolving any of the issues. XXXX also wasted 3 to 4 months getting back with me or answering anything to do with the forbearance or dispute. They added late fees and added appraisal fees, added for a person to come to the home continuously to see if it was occupied by us, and I'm not sure but I also think that they charged to to the forbearance or redo the loan. They told me to hold off in making any payments until the issues were resolved. I don't understand why they keep me going on for months.why did it take months. why couldn't anyone give me any answer until months later. My family and I are devastated and don't understand why they would do this. Please investigate or help us in this serious matter. Thank you XXXX XXXX
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09/17/2023 |
Yes |
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- Struggling to pay mortgage
- Foreclosure
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Web |
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I am a consumer and a natural person whose been harmed, and rights have been violated by a debt collector who is not the original party of interest attempting to collect a debt from me. Right Path Servicing INC servicer for Nationstar INC and XXXX XXXX XXXX all have stated they are debt collectors attempting to collect a debt from me. I have never done business with or signed any binding contracts with these companies obligating me to perform. They have never signed a contract with me to enforce the contract or performed under the terms and conditions of any said contract or provided any consideration to me. I have sent numerous notices and letters by certified mail under RESPA for information to resolve any debt that I may owe. They have not complied and continues to harm me and violate my rights. They have defaulted by not responding or getting back to me properly. I have sent them presentments where they have agreed to all my terms and conditions by their silence and refusal to not cure any obligation that I sent by certified mail. They ignored my presentments and all terms and conditions and continued to violate me under the federal law. I have acknowledged the debt and accepted the coupon/voucher Right Path Servicing Inc sent to me to settle and discharge any debts I may owe. I own my property under fee-simple and have a free and clear title. They refused to accept my acknowledgement and accept the voucher that has discharged any debt I may owe. I have made a request for them to send me proof of the claims they made against me. I have not given them a gift therefore they shall have filed income taxes with the IRS as proof they paid taxes on the full amount of the loan. They have refused to send me an IRS form 4490 and an affidavit of their proof of claim of an injured party. They have also refused to provide me with the pooling and servicing agreement and E.I.N number and all documents and evidence of standing that will be submitted to the court of record for discovery. Right Path Servicing INC first resort was to send me a letter of default and accelerate in attempts to wrongfully foreclose on my property. Under FDCPA and a fee-simple title my rights have been violated by Right Path Servicing INC , Nationstar INC and XXXX XXXX XXXX.
The Mortgage Deed of Trust and the Promissory Note have been separated, the Note was traded and sold. Once a loan has been securitized there is no real party of interest. Under ( FAS 140 ) rules of governing a sale an asset can not be sold to yourself, once an asset is sold, the seller loses its ability to control the asset. If a lender sold a loan to the REMIC, they lose their ability to enforce, control and foreclose on a property. I have reason to believe the note was never registered with the SEC and may have been discharged from the REMIC. If the REMIC does not owe the note, they can not enforce a foreclosure. Therefore, the servicer is not the real party of interest and does not have standing to foreclose on my property. Right Path Servicing INC has sent me a fraudulent copy of the mortgage deed and promissory note, not the originals signed by me at closing with my wet-ink signature. They have never signed the mortgage or note binding them to the contract, therefore the contract is null and void and there is no injured party to make a claim. In attempts to try to collect a debt from me from an asset/stock that has already been sold. The loan went into default, it was written off by the REMIC and insurance was paid out multiple times. They then receive the tax credits from the IRS in which it is settled per bookkeeping entries. Right Path Servicing INC has been paid out multiple times and continues to send me letters and statements to coerce, threaten and harass me every month to pay exaggerated amounts and sued me in court efforts to foreclose and take away my property away. They are not a competent witness to any contract I signed, there is no binding contract between us obligating me to perform nor is there an injured party to make a claim against me.
Only the beneficiary can foreclose and the holder in due course can collect. To be the beneficiary one must put up lawful money to fund the loan. I never received a loan, nor did they lend me any monies. They have not provided me with proof of monies loan or transferred to me. Without my knowledge or written consent, I issued the bank my Promissory note to provide actual cash value to fund the loan. The bank has not brought anything of equal value to fund the loan or bank loan check and refuses to sign the promissory note. Therefore, the bank does not legally own the note. The bank has deceived me into believing they funded the loan and expects me to pay the full amount of the loan plus interest without them putting up anything of equal value, refusing to sign the note and failing to perform or provide any consideration.
As the grantor of my property who created the trust to control and manage my real estate. The Trust has failed to perform their fiduciary duties specified on the Mortgage deed of trust, note and title. By law the Mortgage Deed of Trust and Promissory Note shall not be bifurcated as it is dependent upon one another and secures the obligation. They have not provided me with any prior notice or received my consent to transfer or sell my original endorsed Note. They have failed to record any chain of assignments, transfers, or power of attorney on record that would have made them the holder of the Note before attempting to foreclose on my property.
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12/09/2022 |
Yes |
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Web |
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I bought my home in XX/XX/XXXX. Shortly after purchasing my home, I was approved for Pandemic relief. When the relief ended XX/XX/XXXX and it was time to begin paying my mortgage again, I had to sign an agreement to pay the expenses collected during the pandemic relief ( {$11000.00} ) to HUD which would place a lien on my mortgage. I had to resubmit the documents more than once due to the XXXX writing the wrong date. During the time of waiting for new documents and sending them back to Mr. Cooper, I was trying to make a payment on my account online with my linked bank account and I was unable to do so. I called Mr. Cooper and spoke to a representative who informed me that I would not be able to submit the payment on the account until the paperwork was received. I was unaware that it would be held against me that I could not make a payment at that time due to the lock on my account. Once the company received the paperwork and I tried to submit a payment, the payment was unsuccessful. I contacted Mr. Cooper again and the representative took a payment over the phone which I found out later was reversed. When I contacted Mr. Cooper to question why the payments continued to be reversed with adequate funds in my bank account, I was told that my bank may have a block on the account due to the first payment being unsuccessful because it was common. I spoke to the assistant vice president where I bank and he informed me that there were no " blocks '' on my account and the funds were available for payment. He also informed me that when a payment is unsuccessful a mortgage company typically tries to process the payment again and the company did not do so. He stated there there was no reason for the company reporting poorly of me to the credit bureau when there were clearly issues with the payments beyond my control. I made Mr. Cooper aware of this and never got the issue resolved. My credit report still reflects poorly because of this. However, my mortgage is paid off. The mortgage was paid off in XX/XX/XXXX when I sold the home through a real estate agent with an attorney closing the mortgage. Prior to closing, I requested a payoff statement per my attorneys request. Mr. Cooper sent the payoff statement with the amount I owed to them ( XXXX ) + the amount I owed HUD ( {$11000.00} ) combined. My attorney and myself questioned Mr Cooper several times as to why I would pay the amount owed to HUD to them and they told us that it was their policy to receive mortgage # XXXX & XXXX funds and Mr Cooper is responsible for dispersing the funds to HUD ( XXXX ) My attorney stated he had never seen a mortgage in the past like my payoff. He requested the amount be listed in seperate amounts so he could disperse the funds owed to HUD directly to HUD per HUD 's request and Mr Cooper declined stating that if the full amount ( XXXX ) was not received then the loan would not be successfully closed ( paid in full ) and I would continue collecting fees etc. My attorney did as Mr Cooper requested after speaking to an agent with Mr Cooper ( authorization was given for the attorney to discuss the loan on my behalf ) and also holding {$11000.00} in an escrow account for me in case Mr Cooper did not pay the HUD expenses. A document was prepared and signed for agreement on withholding of my funds per attorneys request until the XXXX was satisfied. On XX/XX/XXXX the mortgage reflected " paid ''. On XX/XX/XXXX HUD '' lender paid expenses '' reflected on my account statement paid. On XX/XX/XXXX, I received the release of mortgage document after requesting the document from Mr. Cooper which only showed Mortgage # XXXX ( Mr Cooper ) paid in full ( XXXX ). XX/XX/XXXX, I received a call from my attorneys office asking if I had heard from Mr Cooper because the buyer of my home could not finish title paperwork until the XXXX was resolved. I contacted XXXX XXXX XXXX to be told that the XXXX was not satisfied and that I needed to contact HUD to request a payment paid letter so the XXXX could be released. When I contacted HUD, HUD informed me that they had not received funds and were unsure why. HUD encouraged me to request a tracking number for the funds Mr Cooper claimed to send. I called Mr Cooper and spoke to XXXX XX/XX/XXXX and she could not provide me with a tracking number for the funds. XXXX was " unsure what was going on '' and " would escalate the issue ''. She told me that I would hear back from her the following Monday XXXX. She also gave me her direct extension so I could contact her with any questions. On XXXX I had not heard anything so I tried to call XXXX and left her a voicemail. Another agent contacted me stating that XXXX had a family emergency and she would not be able to tell me much information about the case because XXXX was the only one with access to that since she was the one to escalate the case. I was told XXXX would contact me by XXXX. My attorney also contacted Mr Cooper to find out what was going on the same day and he was told that by the morning of XXXX, the issue would be resolved. On XXXX after no update, I called Mr Cooper and spoke to an agent who pushed my call to the " escalation team '' named XXXX who also was unsure why the funds had not been sent to HUD and stated she would escalate the case to someone in a higher position than herself and said I would hear something in " about 2 business days ''. After reporting the update to my attorney, he requested that I file a complaint. I have also been in contact with a loan officer for advise.
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04/27/2021 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Older American, Servicemember |
Time Line of Issues with XXXX XXXX XXXX XXXX CA XXXX Purchased the house, in XX/XX/XXXX, the house was Titled 3 Bedroom 2 baths. I immediately brought it up to both Realtors, as well as XXXX XXXX, that the house was not as described on Listing nor title.
Was told by all that it would be corrected in escrow, to reflect 1 Bedroom 1 bathrooms.
This up to the day of turning keys over to Mr. Cooper, was never completed. XX/XX/XXXX.
Upon moving in, I went to Property tax office in XXXX, CA, to follow up, and was told, and inspector would come to the house to verify, for Property tax assessment, and changes to ttle. Never happened, instead, XXXX XXXX County building and safety showed up, stating that a report had been filed that someone was living in the garage.
The garage as we thought was the detached garage, away from the main structure. What we found out that the house was originally built with a two car garage under the house, and had never been permitted, for Bedrooms. We were given notice, of impending fine, if not permitted legally, as well as having illegal storage sheds on property unpermitted, and Patio Cover unpermitted.
I immediately went to XXXX XXXX county Building and safety, to inquire what had to be done, and why was this property sold, without knowledge given to us, about permit issues.
Was told I had to submit plans, and pay fees for permits, to legalize the bedrooms, including tearing out a portion of the walls, and ceiling so inspector could see if insulation and wiring were to code. This unfortunately, opened a huge bucket of worms.
I paid for drawings, permits, and each time I returned to XXXX Building and safety, they had yet another hurdle to jump. The Septic system was not permitted, correctly, the HVAC system, was not installed properly, and the washroom, was illegal, to fire code. I paid out several thousands of dollars trying to get drawings, permits and construction, in order to stay, but the costs were elevating so high, I could no longer afford to try.
I approached XXXX XXXX on advice, and was told to file a Deed in lieu of foreclosure to be able to move out and maintain my VA eligibility. I started with filing all the paperwork, through ( Mr. Cooper ), via, XXXX, and XXXX XXXX, as well as many others, whom never at any given time was I told that I would lose my VA eligibility, due to a Claim being made by ( Mr. Cooper ), against VA.
Weeks, and months went by only to tell that waiting was part of the process. Then XXXX XXXX, became involved, and trying to get in contact with him, was impossible. At no given time to include present was I ever given any paperwork, releasing me from the home, nor did settlement, showing ( Mr. Cooper ) make a claim against my VA eligibility.
We vacated the property in immaculate condition, even getting {$1500.00} from ( Mr. Cooper ), for the home being in such excellent shape. Not including the improvements, permits, and upkeep, we had put into the property, with adds up to thousands of dollars, and enabled ( Mr. Cooper ), to have no issues selling the home, after it was listed. But even with it being listed, I was never given paperwork, relinquishing my responsibility of such property.
The VA appraiser, took the word in his own appraisal, from the Sellers Agent, that all the painting, floors, and improvements, had been done within the last year. So untrue, I located the Builder of the Patio cover, he stated, that he built the cover without a permit, as well as the septic system, same. The plumber whom did a lot of the work, in the house was prepared to go to court with me, then all of a sudden he dropped all help, and refused to talk with me when the previous owner contacted him.
The appraiser put a second bedroom could be added for a nominal fee of around {$5000.00} in the appraisal, not once stating the property he as appraising wasnt as titled nor as per description in listing.
He also gave credit for two illegal unpermitted rotted out storage buildings. VA Appraisers are there to help protect the veteran. He was also a Real-estate salesman, another red flag.
After having the property surveyed, I also found out the fencing and water culvert is on the neighboring property. Even more money, and trouble to get corrected.
After months of banging my head against the wall in this process, did I find that they had sold the house for more than owed, and yet I am being told he made a claim against my eligibility for {$44000.00}? Why was that required to be paid back to VA? I didnt discover any of this until I tried to refinance my current home, through VA.
XXXX XXXX, VA informed me I had no eligibility, due to this claim.
XXXX XXXX, also stated, that my eligibility was no longer.
XXXX XXXX, for XXXX XXXX started helping me, then dropped it like a ton of bricks.
XXXX XXXX ( Mr. Cooper ), whom has not spoken with me since XX/XX/XXXX, even insured me that all was well, and no issues, with DIL, and I would receive full documentation, of such. Never happened.
I only found out they had sold house, because I had been watching relator.com.
I am filing this with hopes that I can be guided, into getting my entitlement, back. I served 24 years of my life for that. Too many red flags, were raised for myself the XXXX to be done this way.
I have numerous emails, texts, and photo 's if needed. Some files exceeed the 10Mb so I can not load.
I also feel I should be given copies of all paperwork, including but limited too settlement.
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07/23/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I continue to be very dissatisfied with Mr. Coopers handling of escrow waiver process. The reasons are : 1. Terms of the original XXXX XXXX dated XX/XX/XXXX predates XX/XX/XXXX, when Consumer Financial Protection Bureau finalized Truth in Lending Act. The escrow requirement was twelve months prior to XX/XX/XXXX. I have never made a late payment in nine years and one month.
2. Mr. Cooper has not sent a written instruction for escrow waiver in three business days as required by 15 USC Chapter 41, Subchapter I ; Consumer Credit Cost Disclosure, Chapter 41 Consumer Credit Protection. Mortgagees written and verbal requests dated as far back as XX/XX/XXXX and filed under NYS XXXX case # XXXX and XXXX are acknowledged but offering a clear pathway to complete the escrow waiver process. The letter arrived on Saturday, XX/XX/XXXX could not have never been sent on the letter date, XX/XX/XXXX. USPS first class is expected to arrive in 1-3 business days1. The letter does not meet the instruction requirement under the Act.
Furthermore, the letter imposes state unreasonable condition on the mortgagee and is inconsistent to phone instruction provided on XX/XX/XXXX by XXXX, the manager. I was told verbally that I could remit escrow balance and mortgage payment in a single payment to anyone in the call center. If call center refuses, I would be able to reach out to her department to complete the waiver and payment. Rather than responding to emails on XX/XX/XXXX and XX/XX/XXXX, XX/XX/XXXX and phone call on XX/XX/XXXX, Mr. Cooper opted to have you ( XXXX ) send a letter to state the draconian new compliance condition.
This newest hurdle is consistent with tactics used previously to delay escrow waiver. The never ending loop to ensure that mortgagees will not meet escrow waiver conditions is intentional.
The new hurdles included three components : 1. Refuse to accept my payment for {$3600.00} on Mr. Coopers payment system or via phone. This amount is equal to escrow balance + mortgage. As result of its refusal, I had to make payment for XX/XX/XXXX using my banks online payment system, which took two days to process, after Mr .
Cooper rejected it initially. The payment sat unapplied in Mr. Coopers account. Mr. Cooper has also assessed a late payment penalty.
2. Claiming that I owe {$4500.00}, including {$620.00} and XX/XX/XXXX mortgage and escrow payment of {$3800.00} is a new condition. I dont know of any loan that requires overpayment of this magnitude ( 6 times the disputed amount ) before one can settle a term modification. The revised instruction also contracts with verbal instruction given on XX/XX/XXXX.
1 XXXX XXXX XXXX 3. No evidence exists on Consumer Financial Protection Bureau website or in Dodd-Frank Act Title XIV to show that a seven to ten days waiting period is required by applicable law.
Prior Mr. Coopers efforts included the following : 1. Prepaying my hazard insurance ahead of normal schedule honored in previous years by Mr .
Cooper or its predecessor, XXXX. As result, the prepayment put my escrow account in deficit, a condition to refuse waiver request.
2. Stating my property is a two family. XXXX XXXX terms from the original XXXX mortgage dated XX/XX/XXXX did not impose the 2-4 family rule.
3. Failed to provide escrow waiver disclosure in writing and in three business days.
3. Mr. Cooper inappropriately applied XXXX XXXX and Truth in Lending Act. They do not make escrow a mandatory requirement once the following conditions are met by the mortgagee : 1. Financially qualified. I have made payment on time for nine years and one month consecutively, even during XX/XX/XXXX when I entered this dispute with Mr. Cooper. This month, Mr. Coopers tactic instigated the XX/XX/XXXX penalty.
2. Debt to equity ratio surpassed minimal requirement. The initially balance in XX/XX/XXXX was {$600000.00}, debt to equity ratio of 76 % of equity. It is currently {$470000.00} or 61 % of equity.
3. Not a high-priced mortgage in XX/XX/XXXX, XX/XX/XXXX ( loan mod reduced the rate to 3.65 % ) or XX/XX/XXXX.
4. Not a jumbo loan in XXXX County in XX/XX/XXXX,XX/XX/XXXX, or XX/XX/XXXX. See # 3 ( 2 ) for initial balance.
5. The loan is a 30-year fixed mortgage. Balloon payment term is not applicable.
6. Surpassed escrow account period requirement under pre and post Truth in Lending Act, one year for before or five years for after. XXXX XXXX does allow mortgagee to waive escrow.
4. Expected outcome 1. {$3600.00} in Mr. Coopers possession should be applied immediately to fund escrow balance and XX/XX/XXXX mortgage payment.
2. Remove late payment penalty assessed on XX/XX/XXXX.
3. Mortgagee credit history remained intact, with no report of late payment or penalty.
4. XX/XX/XXXX and future statements show mortgage only, {$3000.00} per month.
5. Implement escrow waiver disclosure in three business days as required under applicable law.
Call Centers verbal response that the case to research is in violation of Truth in Lending Act.
This is reported to XXXX XXXX and Consumer Financial Protection Bureau as of XX/XX/XXXX.
6. All future written correspondence must be also sent electronically on the letter date. The envelop must include a date stamp, no pre-sorted postage. After months of dealing with Mr .
Cooper, I have sufficient evidence to make the claim that letters are not sent on letter date.
Mr. Cooper needs to own its back offices unprofessional behavior so the front line trying to do the right thing are side swiped.
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05/22/2023 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
Background : I had 2 mortgages with Mr. Cooper/Nationstar, as I was moving from one city to another, XXXX to XXXX Virginia XXXX Both houses were insured by XXXX XXXX XXXX XXXX. However, the home that I moved to in XXXX Virginia had an escrow included in the monthly payments, whereas the home I was moving away from in XXXX Virginia did not have an escrow account. Also I do not pay property taxes on my home in XXXX Virginia because my husband receives a tax exempt status for life with XXXX XXXX of XXXX due to his military status. In XXXX of this year I sold my former home in XXXX Virginia and I discontinued my homeowners insurance with XXXX XXXX XXXXXXXX XXXX. I made sure that at the time I discontinued/canceled my insurance for the home in XXXX, that the home in XXXX would be unaffected by this change.
In XXXX of XXXX, I received a letter from Mr. Cooper/Nationstar stating that I had canceled my homeowners insurance for the home located in XXXX Virginia XXXX At that time I called Mr. Cooper/Nationstar and together we communicated with XXXX XXXX XXXX . I sent in documentation sent to me by XXXX XXXX stating that my insured had been paid in full up until XX/XX/XXXX and that there had not been any lapse in coverage since XXXX when I first created this account. The next payment would be due before XX/XX/XXXXXXXX and on XX/XX/XXXX SXXXX XXXX XXXX XXXX received payment in the amount of {$3500.00} to cover the insurance policy from XXXX. However, on XX/XX/XXXX, I received in the mail a letter from Mr. Cooper/Nationstar stating that I had a lapse in coverage from XXXX XXXX I also received a copy of the lender placed hazard insurance that was retroactively placed on my home on XX/XX/XXXX, for coverage that ended 1 month prior to the writing of the policy. This insurance that was retroactively placed cost me {$1900.00}. I contacted Mr. Cooper/Nationstar on XX/XX/XXXX and spoke with XXXX in the Escrow Department XXXX After trying and failing to get her to understand the issue I was having I asked to speak with a manager. XXXX instead called XXXX XXXX, which was the 3rd party Broker that sold me.my insurance policy and has no direct affiliation with Mr. Cooper/Nationstar or XXXX XXXX XXXX XXXX Again we asked XXXX to speak with a manager in the Escrow Department and instead she transferred us to a woman named XXXX in the Escalation Department. XXXX told us there was no way to get anything done today, because XXXX XXXX was closed. She asked that we submit paperwork XXXXXXXX that would support our claim that we had never lapsed in coverage. We explained to her that we submitted all of that paperwork back in XXXX of XXXX, but we still submitted it again at the above email location because both XXXX and XXXX stated that the Escrow Department did not keep any of the prior paperwork and that they could not see any of the prior notes associated with our account. They also stated that it would tak between 2 and 5 days before they could access the paperwork. However, the following day I received an email for Mr. Cooper/Nationstar stating that not only had they received all my paperwork, but had already concluded that they would not change the charges associated with my Escrow account. I called XXXX back directly and left a message. Then my husband and I called the Escrow Department. After some confusion we ended up talking to a XXXX who worked for the Escrow Department at the same time we talked with XXXX from the Escalation Department. When then found out that the Escrow Department was charging our account a shortage amount of {$3500.00}. Additionally, that starting on XX/XX/XXXX our monthly mortgage payment would increase to {$2500.00} a monthy. The increased amount of {$630.00} was to cover a shortfall of {$1900.00} lender place insurance they claimed we retroactively owed, property taxes for XXXX XXXX XXXX XXXXXXXX for which my husband is exempt and had supplied documentation for when first got the house in XX/XX/XXXX and supplied again when we refinanced in XXXX, and an inflation increase for the insurance policy with XXXX XXXX that will be due in XXXX. We explained the situation again to both XXXX XXXX XXXX ). And each said that they would investigate the separate matters further and get back with us by XX/XX/XXXX. XXXX from the Escalation Department called us back on XX/XX/XXXX. She informed us that she tried to contact XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX to check XXXXXXXX XXXX tax exempt status, but because we were not on the phone to verify our private information, they could not speak with her. Therefore, she informed the 3rd party company that handles payment of taxes to cities and counties and they decided to send payment to XXXX XXXXXXXX XXXX XXXX in the amount of {$1800.00}, for back taxes they believed we owed even though they had never received a bill in that amount. To clarify our County tax bill is XXXX for storm water twice yearly. {$12.00} will be due for us in the month of XX/XX/XXXX. Mr. Cooper/Nationstar previously paid out {$12.00} to XXXX XXXXXXXX XXXX XXXXXXXX in XX/XX/XXXX. The is not a delinquent bill with XXXX XXXXXXXX XXXX XXXX. We asked her why she just didn't call us to help her straightened the situation out and she basically said that was her job. The additional moeny that Mr. Cooper/Nationstar claims to have sent to XXXX XXXXXXXX XXXX XXXXXXXX was not added into the previous balance, so I fully expect for Mr. Cooper/Nationstar to further increase what they claim we owe.
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07/08/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My issue is three-fold with my mortgage company, Mr. Cooper.
Issue No. 1- Refusing to update their online system to reflect my new payment amount of {$4000.00} becoming effective on XX/XX/XXXX. The company has consistently been showing a payment amount of {$4000.00} in a small box to the right-hand side of the home page when I sign on to my account. Reps from Mr. Cooper have continuously stated the new payment amount for XX/XX/XXXX is {$4000.00}.
Issue No. 2 - Mr. Cooper holding my husband and myself liable for impounding our homeowners ' insurance due to verbiage in our loan modification paperwork, a document initially entered into witXXXX XXXX XXXX XXXX, after XXXX refused to make the payment to our insurance company and our insurance was cancelled.
Issue No. 3- Requiring a two-month reserve in our escrow account I have advised Mr. Cooper numerous times that we will not agree to a two-month escrow reserve because XXXX XXXX XXXX did not honor their own documentation in writing on our loan modification documents. XXXX XXXX XXXX failed to pay our homeowners ' insurance payment after the modification was signed by us resulting in our insurance being cancelled and us having to send in the payment directly to the insurance company. Mr. Cooper is holding my husband and myself liable to an impound account for our homeowners ' insurance which is ridiculous due to XXXX XXXX XXXX establishing the impound account per a loan modification and then failing to comply with the agreement.
I have been consistently been dealing with the issue of their online system not updating since my first phone call on XX/XX/XXXX, and as of today, the company still HAS NOT honored what every single escrow employee has told me to do : " PAY THE ESCROW SHORTAGE AND GIVE THE SYSTEM 24-48 HOURS TO UPDATE. '' CALL NO. XXXX XXXX, XXXX - MC Rep XXXX ID XXXX transferred me to XXXX XXXX in escrow dept. Spent almost one hour on phone ARGUING to bring my escrow account back to where it only required a one-month reserve instead of a two-month reserve AGAIN after going through this same scenario in XXXX. Per XXXX XXXX, I needed to make escrow shortage payment of {$340.00} in order to keep mortgage payment at {$4000.00} instead of {$4000.00} starting XX/XX/XXXX.
We paid Mr. Cooper {$340.00}, conf # XXXX, on XX/XX/XXXX and wasn't advised the payment was short XXXX cents and the system wouldn't update because of the shortage until XX/XX/XXXX. XXXX XXXX advised she lowered the requirement down to a one-month reserve on XX/XX/XXXX.
CALL NO. XXXX XXXX, XXXXMC Rep XXXX XXXX Texas XXXX ran another analysis to update payment to {$4000.00}. XXXX stated give system 24-48 hours to update and stated she would put in a note update the fee if system doesn't update.
CALL NO. XXXX XXXX, XXXX-MC Rep XXXX at XXXX entered a code to update system again.
CALL NO. 4-XXXX XXXX, XXXX at XXXXXXXX XXXX XXXX. MC Rep Tracy D. in escrow dept reviewed account. She didn't grasp situation. I requested to be transferred. I was transferred to MC Rep XXXX, ID # XXXX, put me on hold quite a while and then requested another update on account and stated give it 24-48 hours.
CALL NO XXXX XXXX, XXXX at XXXX a.m.-MC Rep XXXX # XXXX put me on hold and transferred me. Call disconnected.
CALL XXXX XXXX, XXXX at XXXXXXXX XXXX after being disconnected. MC Rep XXXX in Arizona, ext XXXX, waited on hold for him to transfer me to escalation dept. XXXX transferred call to MC Rep XXXX, ID # XXXX, in escalation division. XXXX advised that payment was XXXX cents short and that's why online system is showing {$4000.00} owed for XX/XX/XXXX. I stated that I paid the exact amount given to me by XXXX XXXX on XX/XX/XXXX. XXXX seemed confused by the issue I was having and didn't seem to read the notes on the system before picking up my call. XXXX stated to make the XXXX cent payment and the system will update in 7 business days to reflect correct amount of {$4000.00}.
We paid {$1.00} on XX/XX/XXXX due to system not taking anything less than {$1.00}. Confirmation # XXXX. XXXX stated the system isn't updating to reflect the correct amount because of the XXXX cent shortage. I advised XXXX that after the system was updated that I never received a new updated escrow analysis. She stated one was mailed to me and that I could access it online. She stated the escrow payment should have been {$340.00} and not {$340.00}. XXXX also stated that I need to initiate a request in writing EVERY YEAR that my escrow account have only a one-month reserve until my loan is paid in full. I believe I stated that that request by her company is excessive and burdensome, especially when employees at this company can not even update a system in a timely manner or advise a customer that an employee gave an incorrect amount for a shortage payment and that their employees need to be better trained.
CALL NO. XXXX XXXX XXXX, XXXX at XXXXXXXX XXXX. XXXX ext. XXXX wanted to transfer me to escalation dept. I stated I was done dealing with that department unless she was willing to transfer me to XXXX XXXX and/or XXXX 's superiors. I also asked for the address of Mr. Cooper 's legal division so I could put my request in writing since employees at this company DON'T HELP THEIR CUSTOMERS. XXXX refused to provide me with the address of their legal division and/or transfer the call to a management level above XXXX. I stated I would be filing a complaint with CFPB and contacting an attorney.
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04/27/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
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I am a single mom who bought my home with my Ex in XXXX ( we were never married ). My daughter and I have an XXXX of XXXX for domestic violence against him since XXXX, he is legally not allowed on or near the property. I have been trying to get a loan modification for just my income because it is just me and my young daughter living in the property. My mortgage company has told me that all I need to do is get a quit claim deed signed by my ex relinquishing rights to the property. I have been fighting for three years to try and get this signed and I have gone into foreclosure. Again my mortgage told me that all I needed was to get this signed and I could get my own modification. My ex sold his part of the property to a random real estate company without my knowledge or signature, which then offered me to buy a quit claim deed from the real estate company for {$1900.00} and it will be just in my name. I have paid the {$1900.00} and now have the property just in my name. As soon as I contacted the mortgage company to let them know that I got it signed they are now going back on their word saying that even with the quit claim deed showing my ex has relinquished rights to the property I would still have to have my ex sign a modification with just my payments. This has caused so much stress and sleepless nights being lied to and paying all of that money just for them to say there is nothing I can do now. I have a stable job that I have been at for three years and I still can not get a modification just in my name after the countless times that I have been told by my mortgage company that I would be able to get one. I have written down multiple names of the representatives that have told me verbally that was all I needed. I was in a covid forbearance plan which my mortgage company told me at the end of the forbearance that I could resume payments and that the amount owed would be put at the end of the loan and the loan would be extended or that they would offer me a loan modification. The forbearance has ended and no such offer has been made. My foreclosure sale is scheduled for XX/XX/XXXX and I am terrified that I am going to lose my home after all of this time that I have been fighting to save it. I asked if there was a special circumstance that they could accept a modification without my ex 's signature seeing that I have an OFP against him they said sorry for the miscommunication. How can three years of being told one thing be a miscommunication? I feel scammed by my mortgage company and have considered hiring a lawyer to look into this because I am just shocked at how they could be this dishonest it is just not fair. I have been through so much all I want to do is make payments and keep my home.
UPDATE On XX/XX/XXXX the company had sent me a response to my complaint stating that " On XX/XX/XXXX, we received the Quit Claim Deed ( QCD ) and we have decided to move forward with your signature only for the modification. This decision was made on XX/XX/XXXX. We have enclosed the Unexecuted Modification Agreement for your records. Please return the Modification Agreement as soon as possible. Please know there is a foreclosure sale date of XX/XX/XXXX on the account which is on hold. '' Which was absolutely wonderful news and I signed the loan modification with their mobile notary which the documents were received by the company and I called on Tuesday XX/XX/XXXX and asked when my account would be updated the representative explained that the documents needed to be reviewed and my account would be updated within two or three days. I kept checking my account because I want to make my payment and set up auto pay and it still is not updated. I called on XX/XX/XXXX to see how the process was going and the representative told me my documents were DENIED because they were missing the other persons signature. I then explained that I did not need the other persons signature because it was approved that I only needed my signature. I stated I can provide the letter I received and she said that was not necessary and that she found it and would put in a request for it to be reviewed and updated she said it may take up to 5-7 business days to be reviewed. I sent a copy of the letter to the modification and incoming research departments as well as the message center on my online profile. I called today XX/XX/XXXX to check the status of my modification only to be told again that it has been DENIED because they needed my ex 's signature. I asked to speak with a manager and explained the situation again for a third time and they said that they will forward the documents and expedite the review process but again it could take 5-7 business days. I do not understand how no one at the company can find the letter I was given in response to my first complaint. I was so happy that I was able to get this accepted with just my signature and that I would be able to start making payments again only to find out that I keep getting denied I don't understand why it's been denied 3 times now. I just don't understand the constant " miscommunication ''. Do I have to wait another week to be denied again? My foreclosure date is coming up and I was told that I needed to make my payment by XX/XX/XXXX. How can I do that when my account is not available to make payments. As of XX/XX/XXXX the website states my account is not eligible to make payments. I just want this fixed.
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03/10/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Our beach house is located on XXXX XXXX XXXX, XXXX XXXX, SC XXXX. We purchased the home on XX/XX/XXXX. At the time of preparing the purchase, we acquired insurance from SC XXXX XXXX for this home. That insurance was added as part of the package for the mortgage and paid for at closing. Our loan required an escrow account to be established, and the escrow payment was added to principle and interest payment to determine a monthly payment for the loan. However, when the renewals were sent by SC XXXX XXXX XXXX, only the standard home owners policy and flood policy were paid. This resulted in an overage within the Escrow account. Mr. Cooper refunded {$5000.00}. I questioned why? I was told about the practices associated with Escrow and how they were required by law to refund excess dollars. I then spoke with my insurance agent, XXXX XXXX, regarding the coverages and payments. We then noticed that XXXX XXXX XXXX policy had not been paid. When we inquired to the SC XXXX XXXX XXXX XXXX, we were told that while it was billed to the Mortgagor, but yet unpaid. The policy was to lapse on XX/XX/XXXX @ XXXX. We started calling Mr. Cooper customer service line, and got no resolution, finally were able to speak with a customer service representative in their insurance office. Who stated that while the bill was received, it was not " required '' insurance and therefore could not be paid out of escrow. After this conversation, were able to reach out to our agent ( XXXX XXXX ) again, and determine that it was required when the mortgage was established and had been paid from the proceeds of the closing via the closing attorney. So we returned to calling Mr. Cooper and their insurance department, which is apparently a different company, and provided them with the above information and the policy number. This time, the representative was able verify that we are required to have hurricane coverage. We were promised that the payment would now be made and expedited. However, XX/XX/XXXX due date came and went with no payment received. XXXX XXXX reached out to Mr. Cooper on XX/XX/XXXX and was told that the payment was denied again, and no real reason was given. I spoke to two different CSRs and was told by both that it was being processed. However, after being placed on hold, the first CSR dropped my call because of not hearing any response from me when she came back. She then stated that she would call my home phone which is the number associated with my Mr. Cooper account and leave a voicemail ( I could hear her talking and typing but she stated she could not hear me ). However, that voicemail was never delivered to my mailbox. I called talked to my second CSR of the day. This very confident and boasty gentleman, stated that it was denied due to improper billing address. He stated that XXXX XXXX had requested the payment sent to his office, but that his office was not in their system. Mr. Cooper could only send the payment to a properly vetted address. However, he could send it to the same address as the standard policy, which they had already paid, and is the SC XXXX XXXX XXXX XXXX XXXX in XXXX, SC. XXXX XXXX stated that would be fine, as he would then have them accept and apply the payment. Then the CSR stated that in " full disclosure '' that if there were no additional problems, the check would be written tomorrow and probably reach SC XXXX XXXX no earlier than Monday XX/XX/XXXX, but no later than Wednesday XX/XX/XXXX. XXXX XXXX then called the SC XXXX XXXX XXXX XXXX and was told that the policy was in grace period, but full payment had to be received by Midnight XX/XX/XXXX, or the policy would cancel. Once cancelled there would be no coverage under that policy and we would be required to create a new policy with at least a 16 day waiting period. This new policy could not begin prior to the payment being made. So my options are : To make an immediate payment of {$4100.00}, and hope that I can get refunded/reimbursed by either Mr. Cooper, SC XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Do nothing, but hope that Mr. Cooper gets payment applied prior to cancellation/lapse. Hope there is no event that would require coverage provided by the XXXX XXXX XXXX policy occurs. And if it does, pay for damage from my own resources.
Any combination of the above steps.
I find it very unprofessional that Mr. Cooper ( XXXX XXXX ) did not inform the Mortgagee that the invoice for the insurance had been sent to them, and they were not going to pay it. Regardless of the reason for nonpayment, they should have sent a notification to the Mortgagee ( me ). Additionally, if the company ( XXXX ) monitoring coverage and processing payment on behalf of Mr. Cooper did not think that they Wind & Hail coverage was necessary, then they should have sent either me ( Mortgagee ) or Mr. Cooper a notice that it was not needed and had been applied to the closing cost of the mortgage. If on the other hand, they knew that it was necessary and required by the Mortgagor but not listed in my portfolio, they should have notified Mr. Cooper to enforce their rights to coverage. This would have alert me to the problem of the wind & hail policy not being listed and known by Mr. Cooper. That notification would mean this could have been resolved prior to the expiration date, avoiding the possibility of a lapse in coverage, and more importantly me being faced with the above options.
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09/28/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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We entered into a Forbearance program due to COVID-19 pandemic. On XX/XX/XXXX I contacted Mr. Cooper ( the administrative company on behalf of Nationstar our mortgage lender ) to inquire about what we needed to do to prepare to come off of the forbearance plan.
In XXXX and XXXX I contacted Mr. Cooper 3-4 times. Each time I answered a series of questions including if we are back at work and are we able to pay more than our mortgage rate. My response on each occasion was one of us is back ( my wife ) and no we are not able to take an increase in our mortgage. I was asked if we would be able to make regular payments moving forward to which I responded, Yes. After the third call we did not receive any updates for almost 3 weeks. Finally I was contacted and set the Forbearance Agreement. This agreement was the FIRST TIME there was any mention of us being responsible for the accrued escrow payments. Thi s is noted in the middle of the agreement, it was never disclosed entering into the agreement nor in any of the three prior discussions leading to the agreement. It is not highlighted or made to stand out in any way. However, we decided not to contest it and as we obviously were unable to come up with the additional {$3000.00} still in the middle of this pandemic situation, we opted to have the amount spread across future payments.
Below is the timeline for the next issue regarding the escrow assessment conducted in XXXX : XX/XX/XXXX - XXXX Mortgage Payment is Due out of Forbearance in the amount of {$2800.00} XX/XX/XXXX - Payment was made to Mr. Cooper for {$1300.00} ( we had a {$1500.00} balance in unapplied funds for a partial payment made at the onset of COVID pre-Forbearance ) which represented the balance remaining to complete our mortgage payment.
XX/XX/XXXX - Escrow Analysis conducted by Mr. Cooper XX/XX/XXXX - Notice issued by Mr. Cooper ( via their website ) advising of escrow increase XX/XX/XXXX - Mr. Cooper places funds {$2800.00} into suspended status and does not apply mortgage payment.
XX/XX/XXXX - Receive email with notice from Mr. Cooper - " 16 Day Letter '' that we have not paid our mortgage XX/XX/XXXX - Contacted Mr. Cooper for a 120 minute discussion regarding the retrospective application of the escrow. I was informed that the escrow was applied incorrectly and should have been effective XXXX not XXXX. I was further advised that this would be corrected, placed on hold and then when the rep returned stating that she needed to have me report this error as well to another party and was going to transfer me. She placed me on hold and after 30 minutes of silence the call was disconnected.
XX/XX/XXXX - First representative was helpful and advised that his is not the first time she had this issue arise with regard to the non-disclosure of the escrow accrual. Stated that other customers are reporting not having been told about them as well. I spoke with her and she transferred me to the Escrow Department rep which advised that they had to escalate it again to another escrow department. I spoke with XXXX agent # XXXX who advised she recognized the issue but stated that she could not change the payment or remove the erroneous amount. She brought in her manager XXXX XXXX. He too recognized the error and attempted to correct. However, he stated that the system would not allow him to fix it either. He advised me to send a communication to the research email which I did. That email went unanswered either in email or by phone, On XX/XX/XXXX I reached out again following the receipt of a 45 day notice. Spoke with two representative including XXXX XXXX - who advised the same as before that they recognized the error, are unable to correct it but would be following up. She provided her direct line as I advised no one has ever called me back.
On XX/XX/XXXX I received my first communication from Mr. Cooper in the form a letter stating we have defaulted on our mortgage. Immediately I contacted them to inquire why this would be issued as we have been in constant communication regarding their error. I did make the payment in question and did not understand their handling of this situation. She informed me that because the payment had not posted on the " back end '' of the process they applied the escrow analysis to the same month. I did not accept this answer but she noted that there were no managers there to speak with at this time as they were now closed and she would have someone call me. As of XXXX today that call never happened.
I reached out today - to no avail but advised that I would pay the balance under protest and would be reporting their failure to disclose important payment / re-payment terms as well as their handling of this situation to the appropriate organizations. At this juncture we have paid the balances due in full, under protest. However, were fearful of our credit being impacted as well as the status of our home. The stress of this COVID economy and its impact on our household is enough. The added stress of the organization that was " helping '' us on top of it was more than my wife could handle and we needed to ensure a clear record moving forward and would contest and report the issue. Today we paid a mortgage rate that is more than {$200.00} above what our normal payment would have been, they never corrected the error and we still have a balance for the accrued escrow we need to resolve.
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05/22/2019 |
Yes |
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- Struggling to pay mortgage
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Web |
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In XX/XX/XXXX, I began the process of requesting a loan modification with a previous lender. In XX/XX/XXXX, all documents were completed and submitted to previous lender. In XX/XX/XXXX, the previous lender was bought out by Mr. Cooper who then assumed our loan. On XX/XX/XXXX I spoke with XXXX in loan mod dept and he advised all documents necessary were received and under review. On XX/XX/XXXX, I spoke with XXXX in loan mod dept and he advised specific items were missing. These items were completed and submitted via email on XX/XX/XXXX with no response. On XX/XX/XXXX, we filed for Ch. XXXX bankruptcy but advised that we still wished to proceed with the loan modification. On XX/XX/XXXX I spoke with XXXX who advised they needed an authorization signed by bankruptcy attorney to speak with me about our loan. On XX/XX/XXXX my attorney 's office faxed the signed form to the number provided. On XX/XX/XXXX I spoke with XXXX XXXX who told me missing items needed for loan mod review. She advised I could email the documents directly to her and she would send them to underwriting for review. XXXX sent me an email with her contact information so I could send the documents. That same day, I emailed to her the missing documents with no response. On XX/XX/XXXX I called and spoke with XXXX who attempted to connect me to XXXX but I had to leave a VM. XXXX advised that the documents I emailed to XXXX had not been uploaded into the system yet but assured me that XXXX would return my call. I never received an email or call response from XXXX.
On XX/XX/XXXX I returned a call to XXXX XXXX in bankruptcy dept and left VM. XXXX returned my call on XX/XX/XXXX and advised that he can not speak with me about the loan mod until they receive the authorization form from my attorney. I told him it had been sent on XXXX and that I had previously spoken with XXXX and XXXX. He would not discuss anything further. On XX/XX/XXXX I spoke with XXXX XXXX in bankruptcy dept who advised the authorization form still had not been uploaded. He provided me with his email address so I, or my attorney, could send it directly to him. On XX/XX/XXXX I received a copy of the authorization form from my attorney and called Mr. Cooper - I spoke with XXXX XXXX in the bankruptcy department and emailed her the form directly. She proceeded to upload the form for me and then advised that underwriting required a RMA form and number of people in the household for review, but I told her that the original RMA I completed was from a prior lender. She could not send me an updated one because I am in active bankruptcy. However, she told me that a letter was sent to my attorney of record with the information. My attorney denies ever receiving anything from Mr. Cooper on my behalf. XXXX went on to advise that in her experience, proceeding with a modification when we are only " a couple months '' behind isn't worth it.
Later that day, I called and asked to speak with a supervisor. I spoke with XXXX, supervisor in the bankruptcy department who explained that the original RMA is outdated and to contact my attorney of record as they were sent an updated RMA form and the missing documents letter. I contacted my attorney who still had not received anything on my behalf from Mr. Cooper.
On XX/XX/XXXX I called my attorney again and confirmed no letter was received from Mr. Cooper. I called Mr. Cooper and spoke with XXXX who told me I could download the RMA/UBA form from their website. I downloaded the form, completed it and emailed it to the required address on XX/XX/XXXX. I never received an automated email response as I was told would happen so on XX/XX/XXXX I called to follow up. I spoke with XXXX in the bankruptcy dept and she stated that documents have not been received. She transferred me to XXXX, the supervisor, again. XXXX promised to look into the problem and return my call on XX/XX/XXXX at XXXX CST. I never received a return call.
On XX/XX/XXXX I still had not received a call or email so I contacted Mr. Cooper and spoke with XXXX in the bankruptcy dept. After much research, XXXX was able to confirm that the RMA form had been received but they still required the number of people in our household. I told her I had attached a Word document with the RMA to include that information. She told me, for the first time, that an editable document will be automatically rejected by the system so I converted the form to pdf and resent it via email.
On XX/XX/XXXX I still have not received an email verification that my items were received so I called to follow up. I spoke with XXXX and then XXXX, supervisor, and expressed my frustrations with the automated system and length in processing. I was told that there is a 72 hour processing time for emails to be received and uploaded in to the system. When I asked why I never received a call back from XXXX or XXXX or an email verification, she simply told me that technology isn't perfect and she's sorry that I'm frustrated.
This process has been going on 6 months just to be considered for a modification ( 4 months with Mr. Cooper ). We are now 3 months behind on the mortgage and terrified of losing our home. I have expressed this every time I have called but I can't help feeling that Mr. Cooper is deliberately using stall tactics to force us into a situation where we either give up and find a way to pay what we owe, or they will move for foreclosure.
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06/29/2019 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
I moved out of my home due to domestic XXXX in XX/XX/XXXX. I informed XXXX XXXX XXXX Bank of my new address. NationStar services mortgages through XXXX. Nationstar claimed it never received my new address. In XX/XX/XXXX, my husband was ordered to be responsible for the mortgage payments and all expenses related to the house. We also agreed to put the house on the market, and it was placed in a " for sale '' status. I was ordered to pay him about {$200.00} a month to put towards the mortgage. I also paid rent for the apartment I moved into. In XX/XX/XXXX, I checked the mortgage account and discovered my husband had not made a mortgage payment since XXXX, and that we could face foreclosure proceedings if the account was not brought current. I panicked and called XXXX/Nationstar. I informed them that I did not live in the home and that I had not received any correspondence regarding late/non-payments. The representative I spoke with named XXXX, informed me that I could either make a payment, have my husband removed from the home, or do a loan modification, but only if my husband agreed to it. My husband, of course, refused, because I am the XXXX and this is a VA loan. His goal is to ruin me financially, which is what this foreclosure is doing. My husband also wants to cause me harm by making it more difficult to buy a home in the future. I did not have the money to pay rent and the mortgage. My only option was to have him removed from the home where he lived with my children ( joint custody agreement ). I waited until the end of the school year, when my lease ended, and when I had money to pay an attorney to remove him. When I attempted to contact the XXXX/Nationstar to make a payment, I was blocked out of the account. I called to speak with a representative and was told the house had and auction date. I was shocked and could not understand why I was never given any of this information regarding the house. The XXXX/Nationstar rep ( multiple reps ) informed me that they sent notices to the home ( the house in foreclosure ). I explained that I did not live there and that the person living there, my husband, was attempting to force the home into foreclosure so they should contact the other person on the loan to reconcile the account. XXXX/Nationstar reps, repeatedly, lied and said they did not have my current address or phone number, although XXXX services my auto insurance and has been kept up to date on my addresses. One rep stated XXXX should have provided my information to Nationstar, and they were unsure why it didn't happen. I offered to make a payment, which Nationstar rep refused to receive. I offered to move back into the home and work to get the mortgage payments caught up. The supervisor for Nationstar told me I had to pay {$16000.00} in order to stop the auction. I agreed to pay it, but needed 90 days to come up with it and I asked to move back into the home. The Nationstar supervisor stated this was not possible. I have since moved and had to sign a lease elsewhere, while Nationstar reps continue to call and harass me, asking if my situation has changed as to whether I can now pay around {$21000.00} to reinstate the mortgage. I emailed Nationstar the court orders stating my husband was responsible for the mortgage. I also noted that while I physically lived in the house I made the payments on-time or early. Now that my credit is ruined, I can barely get a decent rental.
My complaint is also that Nationstar reps repeatedly informed me that Nationstar did not have an accurate address for me, although their lawyers were also to locate my address to serve me with the foreclosure notice in XXXX. I feel Nationstar refused to work with me because the house is a VA home loan and they feel they will get more money from the VA, guaranteed, than from me as a veteran. In the words of the Nationstar supervisor ( a male, one of only 2 supervisors apparently ) I spoke to, " it's not in the company 's best interests '' to work with me to get my house back ( the call was recorded, so this can be verified ). As a veteran, I feel taken advantage of and violated. Had the house been purchased using commercial financing, I would probably have gotten my house back. I'll never use Nationstar to purchase a home, and I may never use my VA home loan guaranty benefits again. XXXX/Nationstar basically helped my abuser ruin me financially, and as an 11 year XXXX veteran who served in both XXXX and XXXX, and who is now a domestic abuse survivor, I expected better services and assistance than this.
When I researched Nationstar as a loan servicer, I discovered many other people have had similar experiences with Nationstar. The reviews on Nationstar are dismal. I have been a loyal member of XXXX for over 12 years. XXXX takes care of their customers and families. The only reason I didn't look up Nationstar when we decided to buy our house is because I trusted XXXX. I never thought XXXX would partner with such a corrupt, money-oriented company that treats their customers with such deception and lack basic integrity. Hopefully, XXXX will cut ties with Nationstar, because Nationstar does not represent the values that XXXX does. It was misleading to promote XXXX/Nationstar together, because XXXX customers expect to be treated with dignity and respect ; Nationstar employees/policies do not understand the meaning of this in the slightest.
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10/18/2023 |
Yes |
- Debt collection
- Mortgage debt
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- False statements or representation
- Attempted to collect wrong amount
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Web |
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Mr Cooper Inc continues to try and collect on a debt not owed. Mr. Cooper is a servicer of the alleged mortgage loan. A servicer has no right to collect any monetary obligations. The servicer holds the loan. Holding and collecting are two different jobs.
servicer ( 2 ) Servicer The term servicer means the person responsible for servicing of a loan ( including the person who makes or holds a loan if such person also services the loan ). The term does not include ( A ) the Federal Deposit Insurance Corporation or the Resolution Trust Corporation, in connection with assets acquired, assigned, sold, or transferred pursuant to section 1823 ( c ) of this title or as receiver or conservator of an insured depository institution ; and ( B ) the Government National Mortgage Association, the Federal National Mortgage Association, the Federal Home Loan Mortgage Corporation, the Resolution Trust Corporation, or the Federal Deposit Insurance Corporation, in any case in which the assignment, sale, or transfer of the servicing of the mortgage loan is preceded by ( i ) termination of the contract for servicing the loan for cause ; ( ii ) commencement of proceedings for bankruptcy of the servicer ; or ( iii ) commencement of proceedings by the Federal Deposit Insurance Corporation or the Resolution Trust Corporation for conservatorship or receivership of the servicer ( or an entity by which the servicer is owned or controlled ).
The depositor bank which is XXXX XXXX XXXX XXXX took my promissory note and securitized it so he Treasury paid it out. There was no exchange of any money between me and Mr. Cooper that would hold me liable for this alleged debt.
( 2 ) " Depositary bank '' means the first bank to take an item even though it is also the payor bank, unless the item is presented for immediate payment over the counter ; I have requested Mr. Cooper provide the official book entry for that proves they indeed loaned me money for this loan. According to the Federal Reserve Act section 16 subsection 2 states no collateral shall be required for the FRN notes that banks hold. Mr. Cooper stated under SEC they are not a bank so they hold no such FRN therefore my home can not be used as collateral for this alleged loan.
2. Application for notes by Federal Reserve banks Any Federal Reserve bank may make application to the local Federal Reserve agent for such amount of the Federal Reserve notes hereinbefore provided for as it may require. Such application shall be accompanied with a tender to the local Federal Reserve agent of collateral in amount equal to the sum of the Federal Reserve notes thus applied for and issued pursuant to such application. The collateral security thus offered shall be notes, drafts, bills of exchange, or acceptances acquired under section 10A, 10B, 13, or 13A of this Act, or bills of exchange endorsed by a member bank of any Federal Reserve district and purchased under the provisions of section 14 of this Act, or bankers ' acceptances purchased under the provisions of said section 14, or gold certificates, or Special Drawing Right certificates, or any obligations which are direct obligations of, or are fully guaranteed as to principal and interest by, the United States or any agency thereof, or assets that Federal Reserve banks may purchase or hold under section 14 of this Act or any other asset of a Federal reserve bank. In no event shall such collateral security be less than the amount of Federal Reserve notes applied for. The Federal Reserve agent shall each day notify the Board of Governors of the Federal Reserve System of all issues and withdrawals of Federal Reserve notes to and by the Federal Reserve bank to which he is accredited. The said Board of Governors of the Federal Reserve System may at any time call upon a Federal Reserve bank for additional security to protect the Federal Reserve notes issued to it. Collateral shall not be required for Federal Reserve notes which are held in the vaults of, or are otherwise held by or on behalf of, Federal Reserve banks.
[ 12 USC 412. As amended by the acts of Sept. 7, 1916 ( 39 Stat. 754 ) ; June 21, 1917 ( 40 Stat. 236 ) ; Feb. 27, 1932 ( 47 Stat. 57 ) ; Feb. 3, 1933 ( 47 Stat. 794 ) ; Jan. 30, 1934 ( 48 Stat. 338 ) ; March 6, 1934 ( 48 Stat. 991 ) ; June 30, 1941 ( 55 Stat. 395 ) ; May 25, 1943 ( 57 Stat. 85 ) ; June 12, 1945 ( 59 Stat. 237 ) ; June 19, 1968 ( 82 Stat. 189 ) ; Nov. 10, 1978 ( 92 Stat. 3672 ) ; March 31, 1980 ( 94 Stat. 140 ) ; Dec. 6, 1999 ( 113 Stat. 1638 ) ; and Oct. 28, 2003 ( 117 Stat. 1193 ). ] If Mr. Cooper is the owner of the security there should be a book entry proving ownership. I am requesting a copy of this book entry not a copy of the simple consumer agreement/contract.
If there is no such documentation Mr. Cooper should cease all collection attempts are further legal action will be take not limited to reporting the company to the sec for fraudulent mishandling of unregistered securities.
What Are Book-Entry Securities?
Book-entry securities are investments such as stocks and bonds whose ownership is recorded electronically. Book-entry securities eliminate the need to issue paper certificates of ownership. Ownership of securities is never physically transferred when they are bought or sold ; accounting entries are merely changed in the books of the commercial financial institutions where investors maintain accounts
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05/16/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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We refinanced our mortgage with a local bank and attempted to pay off the mortgage with Nationstar/Mr.Cooper.
XX/XX/2020 Ordered a payoff statement from Nationstar that was good until XX/XX/2020.
XX/XX/2020 Nationstar paid taxes {$750.00} ( Due on XX/XX/2020 ) with no communication to us about paying taxes.
XX/XX/2020 Funds were received by Nationstar for the exact amount of the payoff statement that was ordered on XX/XX/2020.
Our new mortgage company verified that Nationstar cashed the check that was sent. We were under the assumption that everything was ok. Again, we had not had any communication from Nationstar .
XX/XX/2020Received and auto-generated email from Nationstar stating : It's time to make a payment. At Mr. Cooper, we understand the challenges you face as a homeowner, and we're here to help you succeed.
We were surprised to get this email, thinking the mortgage had been paid off. I looked up the account online. It stated that the funds were in our account onXX/XX/2020 but Unapplied.
The Rep told me that they were about to send the funds back and checked to see if that had taken place yet. He came back and told me the funds were still there and that if we sent in the amount of the taxes ( {$750.00} ) everything would clear. The bank website shows that the funds were reapplied to the account on XX/XX/2020. We notified our new mortgage company because they paid our taxes as well. Again, no one from Nationstar called us, left a voice message or sent an email to let us know about it.
When the new mortgage company followed through the amount changed to now needing {$990.00} because of additional interest being charged. The new mortgage company wired the {$940.00} and they are listed in our account on XX/XX/2020. We even did a three-way call with the new mortgage company and Nationstar. However, those funds were applied as a payment and we were told they sent the original payoff back. Again, no one from Nationstar communicated this with us. We had to find out be calling and questioning why the funds still showed unapplied.
Nationstar stated they sent the funds back to us on XX/XX/2020. However, the XXXX shipping label shows that they did have the funds in their possession, and it did not ship from the XXXX location until XX/XX/XXXX. The date is not as important as the matter of deception and that they cashed our original checks in their account, earned interest and sent it back even after received the {$940.00} and applying it as a payment instead of paying of the loan.
We had to wait to receive the check from them, which did not arrive here until XX/XX/2020. We then had to get a new payoff amount, which included additional interest because of their delays and lack of communication.
I was told by a rep named XXXX that they attempted to communicate with me on XX/XX/XXXX. Since they record phone calls and events, I asked her to give me the name of the rep that called and the time. She said she did not have the information. I went back through my phone log on my XXXX, there were no incoming calls from Nationstar, or messages left on XX/XX/XXXX. There were no emails or notifications. I asked her to define what an attempt at contacting me meant. She admitted that she did not know what the attempt was or how it might be defined. I asked if it meant they dialed the number and just let it ring and hung up and called it attempt. She admitted that was a possibility since there is no record.
In every conversation, the fault was placed on us, their client. However, we were the ones that had to constantly contact them. In fact, we would have never known at all if we had not called on XX/XX/2020. At the end of the day, they continued to charge us more each day for the delay. At the same time, they kept our many in their bank account for 13 days earning interest. They refused to go back to the original amount or refund for the delays caused by their negligence in not communicating with us, as well as telling us to send the additional amount ( {$940.00} ) and then still sending the original payment back, and using the amount they requesting for a payment instead of paying off the loan.
We received the funds on XX/XX/2020 and wired the again, new amount on XX/XX/2020. We did so not because we felt we owed it, but Nationstar made it very clear they did not care about their clients and certainly not us. We are extremely glad to be done with them!
There is no excuse for their lack of communication to us. There is not excuse for their deception, holding our funds, telling us the next step and then when we follow-through, they change the amounts again. He begrudgingly jumped through every hoop just to get to the end of dealing with them. By the time it was over, we paid hundreds of dollars more because of the added interest due to their negligence and dishonesty, all the while blaming myself and our new mortgage company. The difference from the first amount we were given to the final amount paid was an additional {$1100.00}.
The compliance department of the new mortgage company encourage us to file the complaint. I am confident that Nationstar will state they have done nothing wrong and will cover their rear. It is unbelievable that a company can take advantage of people in such difficult times. The money was there when it needed to be, the difference was sent the next day and they still blamed us.
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10/25/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American, Servicemember |
My husband and I are both over XXXX and I am XXXX. We have had a homestead exemption for XXXX County Taxes ; the taxes are deferred until the property is sold or we die. The amount deferred is {$17000.00}. Please note the taxes are deferred ... not delinquent.
We are not wealthy people. Our cars are a XXXX XXXX and a XXXX XXXX. We have lived in this same home, which was built in the mid-XX/XX/XXXX and has not been remodeled, since XXXX. I have been XXXX for 18 years. Part of that XXXX is connected to XXXX XXXX XXXX ... which is normally controlled with medication. After the emails and my conversation with 'XXXX, ' ( the Mr.Cooper representative ) my XXXX XXXX was XXXX ... not well controlled at all. I am unable to sleep or eat as I should due to the stress caused by this violation of our finances!
Mr.Cooper had no reason to spend {$17000.00} of OUR money! The amount they paid, that was not delinquent, is ~ {$18000.00} ; I only get {$24000.00} a year from Social Security!!!!!
According to the XXXX County Appraisal District web site, Texas law permits a homeowner who is XXXX or older or XXXX to defer payment of current property taxes on the persons residence homestead until.no longer owns or occupies the home as a residence. I have included a copy of XXXX County Property Tax Statement showing Residential Homestead ( multiplies ).
There is no reason for the property taxes to be paid. They are deferrednot delinquent. Mr.Cooper just put us in debt for almost {$18000.00}. They had no right or reason to do so. XXXX County does not consider them past due or delinquent! They are deferred until the property is sold or we die. I feel like we have been violated as they took our money to pay something that did not need to be paid!
We had informed our previous mortgage company, XXXX XXXX XXXX, of the deferral of the taxes ; they had noted it in our account with them. I have a letter from XXXX acknowledging that the " property taxes associated with your account are on a deferred tax plan. As such, your disbursements for your property taxes will not be made until your property is sold. '' XXXX XXXX XXXX transferred our note to Mr.Cooper on XX/XX/XXXX, according to a letter dated XX/XX/XXXX, from Mr.Cooper. The letter identifies Mr.Cooper as 'new servicer ' and states they will be collecting the mortgage payments from us. " Nothing else about your mortgage loan will change. '' is stated in that letter.
I also have a letter from the previous servicer, XXXX XXXX, which also states The transfer of the servicing of the mortgage loan will not change anything else about your loan.
We received a letter from Mr.Cooper about 'delinquent taxes due ' ( remember, they are deferred ... not delinquent ... ) dated XX/XX/XXXX. I called them on XX/XX/XXXX, and spoke with 'XXXX '. I walked her through the XXXX site and she acknowledged that there was a deferral on the taxes. She told me that there were notes about some research done on XX/XX/XXXX. She told me she would submit it to research again and get back with me. I asked for the result of the research be sent to me, which she said she would do.
THIS IS THE SAME PROCESS I FOLLOWED WITH XXXX XXXX. I HAD NO REASON TO EXPECT A DIFFERENT OUTCOME, AS I HAD BEEN ASSURED BY BOTH LOAN SERVING COMPANIES THAT THERE WOULD BE NO CHANGES IN THE LOAN!
I have included the letter from XXXX XXXX, dated XX/XX/XXXX, which states Please be advised, our records indicate that the property taxes associated with your account are on a deferred tax plan. As such, your disbursements for your property taxes will not be made until your property is sold.
Obviously, XXXX did not get back with me about the deferrals. Instead, on XX/XX/XXXX, I received two emails from Mr.Cooper notifying me they had paid a total of {$17000.00} to XXXX County. ( They note on the email that the next payment on our account is scheduled for XX/XX/XXXX [ not my typo! The email states XXXX! ] There was no reason for these taxes to be paid. They are not due or delinquent ; they are DEFERRED. Mr.Cooper has stolen almost {$18000.00} from us!
I called Mr.Cooper on XX/XX/XXXX at XXXX XXXX and spoke with 'XXXX ' who told me they don't honor deferred taxes and have to protect their interest in the property ... that if we died, they would have to pay the taxes! ( I thought our heirs would have to pay them! ) We want to not have to pay back the amount paid for the taxes. We can not afford a higher house payment, which I am sure this is leading. We have never had an escrow account and do not want one now. To add insult to injury, on XX/XX/XXXX, I received a notice from Mr.Cooper wanting to refinance our loan to save {$210.00} per month! I have since received three ( 3 ) more refinance offers from Mr.Cooper!
We were assured by both XXXX and Mr.Cooper that our loan would not change!
Our current house payment is {$1200.00}. Paying the DEFFERED Taxes back over a 12-month period will raise the payment to {$3.00}, XXXX. We can not afford that amount. They will effectively force us to default on the loan.
I spoke ( XX/XX/XXXX at XXXX XXXX ) with XXXX at the XXXX County Tax Assessor-Collector Office who tells me the taxes are indeed deferred and THE PAYMENT OF SUCH TAXES CAN BE REFUNDED.
I can not request the refund ; Mr.Cooper has to request the refund, since they are the ones who paid the deferred taxes in the first place.
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04/22/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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This complaint is about a complication that results when a mortgage company " sells '' the servicing of your loan to another servicer. I have unfortunately been through this process several times over the years. Recently, in early XXXX, I purchased a new home and my mortgage was serviced by XXXX XXXX XXXX. I did not start escrow because my tax and insurance for the year were paid at closing. What I didn't fully understand at the time is that escrow covers future tax and insurance payments, and that I would have to make the full year 's tax/insurance payment at once if I had not been paying into escrow for the previous year.
I spoke to XXXX XXXX XXXX about this when my county sent me my property tax bill due at the end of XXXX, XXXX. XXXX XXXX said that there is a " catch up '' option, where I can initialize escrow to cover the tax payment that is currently due, spreading the tax payment over the next 12 months, and future tax payments. Obviously this means you are paying double into escrow for 12 months, but I was fine with that because I made a mistake, and paying it over the course of the next 12 months was a much preferable option than to having pay my taxes and insurance all at once.
Several days after I applied to initiate escrow payments with XXXX XXXX XXXX ( including the catch up option ), I got a letter from them that the servicing of my loan is in the process of being transferred to Mr Cooper. Approximate date of this letter was XX/XX/XXXX. I spoke to XXXX XXXXXXXX XXXX XXXXXXXX escrow department several times, trying to complete this escrow initialization before the transfer completed, as my taxes were due between XX/XX/XXXX and XX/XX/XXXX, with the amount of taxes you have to pay increasing the later you pay them. And my homeowners insurance renewal was due mid XX/XX/XXXX. Ultimately, the response that I got from XXXX XXXX XXXX is that the servicing of my loan is being transferred, they don't have enough time to initiate my escrow before the transfer date, I will have to initialize escrow with Mr Cooper once the service transfer is complete.
I had no choice but to wait until my loan was transferred to Mr Cooper. I called them on day 1 of them owning my loan, XX/XX/XXXX. I was told that it is to early, they don't even have the details of my loan sent over yet. The transfer was supposed to be completed by XX/XX/XXXX ( approximately ).
I called them on XX/XX/XXXX. Several more days of delays. Finally I speak to them and they have my loan details, this is with approximately 1 week before my insurance premium is due. Between being on hold, getting routed to the right representative, and finally speaking to the right person, I am on the phone for roughly 5 hours ( apparently they take over servicing a lot of loans as of the 1st of the year ). The escrow representative tells me that they have to wait 60 days from the date they assume the servicing of my loan before they can initialize escrow, because they have yet to receive full details from my previous servicer.
I tried to argue them. I tried to say that I've been trying to initialize escrow since XX/XX/XXXX, about 45 days ago. And although the representatives were empathetic, ultimately it was out of their hands. I had no choice but to pay my insurance premium in full.
The representative told me to call on XX/XX/XXXX to initiate escrow for my property taxes. This was the first available date to establish escrow due to their 60 day waiting period. It can take up to 30 days for them to initiate escrow. My property taxes were due XX/XX/XXXX. So I had 0 days of room for error.
Although it took many phone calls, escrow was initiated in time to cover my property taxes, and they were paid through escrow. However, because they were paid at the very end of the timeline, my property taxes were about {$500.00} higher than if escrow had been initiated when I originally called in to do so.
The basis of my complaint is this : The transfer of the servicing of my loan negatively affected my ability to initiate escrow. Had my loan never been transferred, I would have been able to have escrow cover my insurance premium, and my property taxes would have been paid at the rate of about {$500.00} lower. Because the loan servicing was transferred, the new servicer has built in delays to initiate escrow, which did not allow me to do so. I did not ask for my loan servicing to be switched. But I suffered the consequences.
I do not think this problem is unique to this situation. This is a problem, or potential problem, when all loans are transferred to a new servicer. When I initially called in to initiate escrow, there was plenty of time for them to complete all the necessary actions to pay my property taxes at the lower rate, and to cover my insurance premium. In this case, because my loan was transferred right in the middle of my request, there was not enough time for either servicer to initiate escrow, and I had to cover the homeowners insurance premium in full and pay the higher property tax rate. Consumers dont ask to have their loans transferred, and Ive had mine transferred twice in the same year before. Its supposed to be seamless for the consumer. However, as I have shown above, it is not. I do believe that a change needs to be made, not just for this situation, but across the industry for when a loan is sold to another servicer.
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09/13/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
I have waited for an extended time to place this complain because I have placed numerous call to Mr Cooper ( 7 ), 2 chat calls and have been promised a supervisor or manager would place a call back to me 5 times but none has happen within the prescribe timeframe nor at all. One customer service rep ( I have the name ) has return a call to me 3 times at the expired timeframe to extend the call back time and on the third call today she told me that since her manager has not called me back she was trying to escalate inside Mr Cooper to have any manager return my call.
The issues is that I sold my house on XX/XX/XXXX and the closing agent collected funds as directed by the payoff quote plus 7 additional days of interest and forward via XXXX overnight package on that day. Mr Cooper signed for that package on XX/XX/XXXX but never applied the funds to my account.
On XX/XX/XXXX I received an email for a reminder that my payment for XX/XX/XXXX was due. I called the closing agent to ensure the check had been mailed overnight and that Mr Cooper had received it. The closing agent check the XXXX tracking system and provided me a copy of the check and the tracking screen dump showing that Mr Cooper had signed for the package on XX/XX/XXXX at XXXX. Closing agent also told me that she had tried to place a call to Mr Cooper but that they would not talk to her. I then called Mr Cooper back and requested how to send the email that the closing agent had given me as proof that Mr Cooper had signed for the package. i was given instruction on how to send. I call back later that day to make sure they had received and attached it to the request to expedite the task. I began to call Mr Cooper talking to several CCR to escalate the issue and each time I was assured that a ticket had been open and I demanded that a supervisor or manager call me to resolve this issue. I have documented each and ever call that I made and action I was told was taken by Mr Cooper. Finally on XX/XX/XXXX I again called closing agent to see if check had been cleared and was told it had not. Therefore I requested that the closing agent reissue the check and overnight the package again to Mr Cooper. Also on XX/XX/XXXX I sent a demand letter requesting 7 action be taken on my behalf such as place a late charge block on my account, block credit reporting on my account, backdate payoff funds to XX/XX/XXXX which was the original date they receive the original check and transfer escrow balance XXXX to my new address which I gave them and also update their system to this address for future communications. I call Mr Cooper back several hours later on XX/XX/XXXX to ensure they had received my email demand and CCR assure me that they had. I again ask for this demand letter and issue be escalated to a manager over the cashiering department. On XX/XX/XXXX I could see that my loan had been paid off by visiting Mr Cooper web site. Since I had not received any call backs on XX/XX/XXXX I entered a chat was was able to receive a copy of my payoff and all transactional history on my account since beginning of time Mr Cooper had serviced my loan. I was able to determine from this transactional history that I had been charged XXXX excess interest, {$100.00} for a late charge and {$30.00} for a NSF for a total of {$750.00}. On XX/XX/XXXX I again called Mr Cooper and finally receive a knowledgeable and responsive CCR. She told me after 25 minutes on the call that she would have to see if she could get the cashiering manager on the phone. She came back on the line after a lengthy hold time to tell me that the cashiering department would not backdate the payoff to XX/XX/XXXX nor reverse late charges much less the NSF. I ask her why since I had sent in proof that Mr Cooper signed for the package on XX/XX/XXXX and not processed the funds on that date. She stated that unless the closing agent had proof that in fact the check was placed in package they would not backdate. I did get her to agree to have a conference call with the closing agent at XXXX. I did call the CCR back at XXXX with the closing agent on the call to discuss. We discussed how ridiculous the request was and that no closing agent that we are aware has recording devises in their office to record each person movement to proof that the closing agent in fact placed the check in the package. Closing agent did state that the check had not showed up in their office and that if the check was not in the package why was the closing agent not called immediately. This CCR did try to get a manager on the phone but after several minutes was told by another person in the office that all mangers were in a meeting and no one could take our call. The CCR did say that she would copy all the documents that I had sent in and documented the conversation for that day and have a manger call back within 24 to 72 hours. I never receive a call back but did get a call call back form the CCR to follow up telling me it would be another 2 days on XXXX, XXXX and today. Today she stated that while she could not get her own manager to call me back she was escalating internal to get another manager to handle the issue. Also I could add alot of other issues like the legal letter I receive did not address all my concerns and also stated that Mr Cooper received it on XX/XX/XXXX when I had confirmed it was received on XX/XX/XXXX.
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02/18/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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XXXX XXXX Contacted Escrow services and spoke to XXXX XXXX to report that we had not received our escrow disbursement check and inquire as to if when it was sent and options for paying taxes by the end of the year in order to claim on our taxes. I was first informed that Mr Cooper had paid our taxes electronically on XXXX XXXX. I then had to explain that our state and city did not accept payments directly from mortgage companies and that I have been told in the past by Mr Cooper that even though online it states that our property taxes were paid to ignore this information and expect a check in the mail made out to the city and my husband and I. After I reported this info, the customer service representative investigated further and found that our escrow check was processed on XXXX XXXX. I was then told that in order for us to pay our taxes by the end of the year, Mr cooper would cancel the check and would electronically deposit the escrow disbursement of {$4300.00}. I emailed a copy of a voided check to XXXX in order to facilitate the electronic deposit and XXXX assured me that the money would be deposited by XXXX XXXX.
I called back XXXX XXXX as no electronic deposit had occurred in our checking account. I again explained the situation, was again told that our taxes had been paid on XXXX XXXX and had to ask that the customer service representative named XXXX investigate further to see that this was not the case and that I had been told that an electronic deposit would be made. XXXX informed me then that there was a mix up with the checking account and they did not know that it was a joint account and that was why the deposit had not occurred. She assured me that she had corrected this and that the deposit would occur within 3 days and that she would contact me to verify that it was complete within 3 business days. XXXX told me that we were ok to pay our taxes out of our own money by XXXX XXXX so that they were not late and that we would be reimbursed in a few days.
XXXX XXXX we paid our property taxes out of our checking account despite no escrow deposit received.
I waited about a week to see if the deposit would occur as of XXXX XXXX XXXX no deposit was received.
XXXX XXXX XXXX I called the escrow customer service line to again report the above info and asked to escalate my concern as I had not received any follow up after my lasts 2 calls. My call was forwarded to XXXX XXXX. I again had to inform her of the above as she did not seem not have record of the previous promises that had been made to me. XXXX informed me that all she could do was forward my concern to her tax team and that their response would take up to 2 weeks. XXXX assured me she would follow up with me after there was a response from the tax team. I asked XXXX to send me her contact information as i had not received any follow up in the past despite promises from both customer service representatives. XXXX forwarded me her contact info.
XXXX XXXX XXXX as of this date I had received no follow up contact from XXXX. I placed a call to her direct line and it stated that she was not accepting voicemails. I then sent an email to XXXX requesting and update on my request for reimbursement of my paid property taxes.
XXXX XXXX XXXX As of this date I had not received a return email or call from XXXX. I called the escrow customer service line and again requested to escalate to a manager or above as I was very frustrated about the lack of response or follow up from my previous calls. At this time I spoke to XXXX XXXX and explained the above again. XXXX stated that the tax team had called the city to see if our property taxes were paid, confirmed that they were, and then closed the inquiry. I explained yet again that the taxes were paid out of our own money and asked that he investigate to see that we never received or cashed an escrow check and that we never received an electronic deposit to our personal account as reimbursement. XXXX wanted to forward my complaint again to the tax team and I stated that they would only confirm again that the taxes were paid. I asked to escalate this further as there had been no resolution to the tax team investigation and I did not wish to wait an additional two weeks for this to be settled. XXXX did further investigation and assured me that he would contact me by XXXX XXXX XXXX at the latest with an update. I requested the name and contact info for his manager as I again did not trust that I would receive an update.XXXX assured me that he treated his customers better than that and that hid job was to turn my experience around. I still insisted on his managers contact info. I received her name and number as XXXX XXXX.
XXXX XXXX I did not receive any follow up from XXXX and gave him extra time until Monday XXXX XXXX to contact me.
XXXX XXXX I placed a call to maribel giving her a brief update of my experience and requested a return call for follow up. As of XXXX XXXX i have not received a return call from XXXX XXXX
At this point, I do not believe that I will receive any follow up or resolution of my complaint by Mr. Cooper as they have demonstrated for the past 6 weeks that they are unable to handle this. I am seeking reimbursement of the money that we spent out of our own pockets to pay our property taxes in the amount of {$4300.00} despite the money we put in escrow with Mr. Cooper.
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09/30/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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ACCOUNT NO : XXXX DISPUTING FRAUDLENT ESCROW REVIEW STATEMENT We received Escrow Review Statement dated XX/XX/XXXX but we received it on XX/XX/XXXX ( Exhibit 3 ). Upon perusing the Escrow Account Projections for XX/XX/XXXX to XX/XX/XXXX, we noticed that your projections are erroneous and fraudulent which comes to us as no surprise. We have since contacted Mr. Cooper notifying them of the blatant fraud they are trying to perpetrate on us. Therefore, we are requesting a proper and honest review of the Escrow Account Projections for XX/XX/XXXX to XX/XX/XXXX while taking all related information into consideration because there is no evidence or reason to increase the escrow account.
After an in-depth research and thorough examination of all related documents from the XXXX XXXX Tax Assessors office and past tax assessment documents it clearly shows that theirwinter tax projection payable in XX/XX/XXXX is totally outrageous and inaccurate. One can clearly see that the exact amount of shortfall of {$3100.00} was plucked out of our XXXX summer taxes ( Exhibit 1 ). A fair projection number would have been XXXX winter taxes of {$1100.00} instead of XXXX summer taxes. Winter taxes for this home are always lower that summer taxes and it is always lower than {$1200.00}.
There is no basis for their projection of {$3100.00} for XXXX winter taxes other than they are trying to scam us. They deliberately used XXXX summer tax amount to make their projections. This is preposterous and fraudulent. XXXX XXXX has never assessed us this much for winter taxes ever. According to the property tax assessment document ( Exhibit 1 ), XXXX winter taxes was {$1100.00}, ( an increase of {$20.00} from XXXX ) ; XXXX Winter Taxes was {$1100.00} ( an increase of {$190.00} from XXXX taxes ) ; XXXX winter taxes was {$900.00} ( an increase of {$0.00} from XXXX winter taxes ). Given these actual numbers, one can safely say that there is no way XXXX XXXX Assessors office will ever double or triple our winter tax assessment like they did. Anybody with common sense could clearly see that Mr. Cooper 's fraudulent office is gauging us in retaliation for making a complaint to the Consumer Protection Financial Bureau for deliberately misapplying our XXXX Mortgage payment and we will fight it.
Although, XXXX winter tax assessment is currently unavailable, one can easily assume that any increase or decrease would likely be minimal or within the normal increase or decrease range over the last 16 years ( Exhibit 2 ). Sixteen years is a good barometer to assess our winter taxes on this property. Besides, when I called the XXXX XXXX Assessors office on XX/XX/XXXX, they confirmed that based on the mill levy and the history of winter taxes for this home there is no way they will assess us {$3100.00} for XX/XX/XXXX winter taxes ( Exhibit 2 ).
I urge you to request Mr. Cooper to please verify their projection numbers again based on past assessment and other relevant information. The information below proves that if our escrow account is projected accurately, we should still have a surplus in the account for XXXX. For the records, actual monthly escrow payment for XX/XX/XXXX to XX/XX/XXXX is {$570.00} monthly, which totals {$6800.00}.
Less : Insurance {$1200.00} Summer Taxes {$3100.00} Winter Taxes {$1100.00} PMI ( {$92.00} x 12 ) {$1100.00} GRAND TOTAL {$6600.00} ACCOUNT BALANCE {$280.00} ( $ XXXX {$6600.00} ) *****Furthermore, their own actual numbers for the current year shows a surplus of {$320.00} ( Exhibit 3 ). This confirms that there is no shortfall in the escrow account. Based on the tax history on Exhibit 1 for this home the current surplus in the account is more than enough to cover any slight increase in our taxes and insurance.
For the records, this scrupulous Company - Mr. Cooper has raised our mortgage payment three times since the account was sold to them a year ago. Upon my research, we are not the only victims to suffer fraudulent practices of overestimating escrow accounts by the ilk of Mr. Cooper so they can pad their investment accounts and make monies off their customers. In fact, we know that it is illegal for Mr. Cooper to hold that much money in an escrow account especially when there is no need.
Clearly, their projections are false and preposterous. They are trying to gouge us and we are asking your agency to require them to prove that we have to pay {$3100.00} for XXXX by showing us the invoice. The only place they got that exact number of {$3100.00} was from XXXX Summer Taxes which is wrong or from thin blue air which doesnt exist. They were banking on us not doing our research or critically reviewing the document so they can take advantage of us but the point is we are ahead of the game. In fact we willing to pay the full amount of the winter taxes directly if that is the case once we receive the bill.
Mr. Cooper who is deliberately taking advantage of financial illiterate customers to gauge and mislead them. We need these numbers rectified immediately and correct escrow statements issued.
In conclusion, unless they have further justification and tangible evidence to increase our monthly payments due to shortage in our escrow statement then we hope you will order them to do the right thing. ( We have attached supporting documents for your information ).
Sincerely, XXXX & XXXX XXXX Homeowners
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04/24/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
On XX/XX/XXXX we filed a complaint with the CFPB. Thanks in part to the CFPB, the lender, Mr. Cooper stopped the sale of our home that was scheduled to take place on XX/XX/XXXX. XXXX XXXX at Mr. Cooper wrote a response to the complaint which admitted fault in the foreclosure process and promised specific credits related to the wrongful action. Please see original complaint for XXXX XXXX 's response letter.
The below letter was emailed on XX/XX/XXXX to XXXX XXXX. We received a letter in the mail dated XX/XX/XXXX acknowledging receipt of the below email ( see PDF copy ). The letter states " a response will be provided no later than XX/XX/XXXX '' Today is XX/XX/XXXX and we have seen NO RESPONSE. Our payment amount is STILL incorrect. Promises were NOT kept. Mr. Cooper has Failed to respond to our requests. Unfortunately we feel we have NO choice but to file a NEW complaint.
After submitting our reinstatement amount of XXXX on XX/XX/XXXX. Although incorrect, on XX/XX/XXXX we made a payment of XXXX which the XXXX statement asked for. On XXXX 's statement Mr. Cooper had rejected our XXXX payment without giving a reason. We had paid the payment amount listed thinking credits were to follow per XXXX XXXX 's CFPD response dated just two days earlier. We had expected credits and a corrected payment amount would catch up by XXXX 's statement. How wrong we were. Instead we received NO CREDITS, a rejected payment and ADDITIONAL legal fees piled on top.
( Our response to Mr. Cooper 's response to our first complaint ) Previous Case # XXXX CFPB Complaint ID # XXXX Dear XXXX XXXX, Thank you for your candid response letter dated XX/XX/XXXX to our complaint we filed with the CFPB.
Prior to the response with substantial effort we were able to stop the sale of our property. Our thanks go out to the team at XXXX XXXX XXXX XXXX for reaching out to people above our account representative at Mr. Cooper. We have not learned just whom made the ultimate decision to stop the sale at Mr. Cooper, but we are grateful to them as well.
As you are aware on XX/XX/XXXX we did submit a reinstatement amount that was listed as XXXX in a correspondence from Mr. Cooper in an attempt to bring the loan current.
In our CFPB complaint we laid out how our loan became delinquent. In your response you do take responsibility for errors that were made by Mr. Cooper causing our payment to rise above our affordability. As time went on the fees compounded. In our complaint we asked that any and all fees and charges related to the sale of our property be quashed due to Mr. Cooper 's error.
In your letter you stated a credit would take place for XXXX. Since we paid the initial lump sum and one subsequent payment in XXXX we have only seen a credit of XXXX on XX/XX/XXXX. In XXXX 's statement there are new legal fees totaling XXXX. What is that about?
Due to the time involved in stopping the sale of the house we have yet to fully review where the lump sum payment was applied from our end. There appears to be a substantial amount of monies that went to escrow.
Currently your system would not accept our XXXX payment for what should be our normal PITI payment. There are escrow charges in the amount of XXXX shown as due. Our XXXX statement shows another escrow payment of XXXX is due. That would be XXXX over 12 months. Our taxes and insurance for a year are just over XXXX per year. What is the other nearly XXXX for? Also when we paid the XXXX in the lump sum there appeared to be monies that went to an escrow owed. Therefore one would think the escrow zeroed out at that time. Again what is the extra 6000.00 for?
We suspect these charges may be related to the sale that was not and should not have been held. Even worse it could be ANOTHER error in escrow calculations. Once again with this XXXX additional payment we are right back where we were when we couldn't afford more than what should have been due.
We have NO faith in contacting any account representative as we were only strung along by the last one while the charges piled up.
We are reaching out to you to learn how our lump sum payments were applied? Why the XXXX statement has new fees attached? Where is the full credit you promised? As well as when and if the FULL amount of fees and charges related to the calling of the erroneous sale will be credited?
Thank you for looking into this matter and we await your timely response so we to end up in the same jackpot we were in before.
On XX/XX/XXXX we sent the below follow up letter to XXXX XXXX via email and USPS. Still NO RESPONSE via email or postal mail.
Dear XXXX XXXX, We emailed you back on XX/XX/XXXX. We have yet to receive a response other than a boiler plate letter in the mail stating Mr. Cooper received our correspondence.
We also received a notice that says our loan is in " default '' dated XX/XX/XXXX. We are confused as we are a little more than 30 days past due, but less than 60 days. As you know per our previous email, we are awaiting a correction to our payment amount.
Due to the errors that have consisted within your impound account department, we have requested further impounds to cease.
Please find a copy of the letter we sent today to the Errors at the Customer Relations Department at XXXX XXXX XXXX XXXX TX we sent today.
Please advise so we can forward a corrected payment ASAP.
Thank you,
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12/15/2021 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
this is relations to the complaint that was closed XXXX XX/XX/XXXX XXXX XXXX this is ONE of MANY Root causes of this entire fiasco. They are saying that I didn't supply a signed 1040 and another 4056t which isn't true cause it was supplied in XXXX of XXXX.
They say that they were trying to help and how is it helping when a 4506 t is USED TO REQUEST A XXXX MR COOPER XXXX PUT THAT IN THERE in XXXX of XXXX so i did see they required me to supply something i already gave authorization to do moths ago and i send them a nice little email to the same person on this letter too tellign them im not supplying REDUNDANT INFO sosee MR COOPER that is how you stall and you know i was waiting for the cfpb process so don't act like you were helping Then you XXXX and XXXX saying in this letter that you " this time Mr. Cooper is only replying to XXXX XXXX XXXX in writing as a result of abusive emails and phone calls directed towards our staff '' ( i haven't talked on the phone with your company SINCE XX/XX/XXXX when you LOST MY approve trial MODIFCATION IN THE MAIL!!! ) HOW DARE YOU!!! MY WIFE IS DEAD and We suffered for years from your company ineptitude forcing foreclosure constant barrage of phone calls being transferred every which way being told XXXX etc and you turn this on me like I'm attacking you standing up for my rights when i come for help and you LOSE PAPERWORK FABRICATE EVERYTHING THEN put this on me like you're PROVIDING CHARITY and your hands are tied when you Blatantly XXXX XXXX XXXX asked ANY OTHER TIME EXCEPT WHEN THEY WERE WRONG IN XXXX of XXXX about a signed 1040 all modifications prior only requested a 4056t and it was good so what changed and why wasn't my authorization to obtain my income tax records not sufficient I didn't provide another 1040 because MR COOPER had a SIGNED 4056t already so what redundancy are you talking about are you talking about you changing the terms o a modification without letting me know or asking for information you already have cause i see where MR COOPER conveniently takes liberty and recognizes docs when they want them and it suits their legal threshold but when they are at FAULT they say they have a modification on file for me ( even though im complaining on the original mod they messed up on in XX/XX/XXXX ) SO since you're offering me another modification for more interest thus giving you more money that's that but then i send it on time and you drop the ball nothing to see here I SHOULD HAVE BEEN APPROVED XX/XX/XXXX AND JUST LIKE I STATED IN PRIOR this is your tactic to exhaust people and force them into foreclosure with lies from your lack for service and you going to take this personal???
YOURE one of the largest servicers in the nation and its your job to service this loan appropriately and when documents are received you need to do your job and you didn't and the balance is almost XXXX XXXX XXXX and im at the brink so I APOLOGIZE if im not civil to you. YOU HAVE LIED AND CAUSED SO MUCH PAIN SO I APLOLOGIZE I EMAIL YOU AND COMPLAIN AND CALL U NAMES AND INSULT YOUR CREDENTIALS but i never did anything criminal or anything uncommon that would warrant you to defame my character like im a problem and you are a innocent party. if you wanted me to provide you more redundant info with a signed 1040 it was never explained vis disclosure and MR COOPER KNOWS I was adamant all documents were sent on time yet they sent documents out of sequence with missing information or mismatch years on to get out of being liable for negligence and dereliction of duty FOR YEARS MR COOPER HAS BEEN ALL ABOUT FORCLOUSRE EVEN WHEN I TALKED TO YOU NICE PLEASE STOP PLAYING LIKE A VICTIM AND BE HONEST FOR ONCE. YOU MESSED UP EVEN BACK THEN AND PLACED BLAME ON ME IM THANKFUL FOR A PANDEMIC CAUSE I WOULD HAVE BEEN ON THE STREET!!!
YOU clearly see in this email Years ago i wanted to know about a ACT 91 ( that i never got or never understood it ) don't you notice like i was so confused and scared and nobody HELPED AT ALL!!! MR COOPER PLEASE STOP LYING!!
had i been able to make a informed decision i would have had this handled with the ACT 91 at the very beginning How many times DID I call in for that HOW MANY MR COOPER????
SO YES MR COOPER YOU ARE A PREDATOR you changed the terms of the modification only to suit your purpose, You called on the phone even thought i told you for more than a year not to call me, You have and third party terrorize my home with notes under the door or knocks like their law enforcement you make defaming comments about me to regulatory authorities that aren't true and you lose documents and cause unnecessary interest to incur on a loan you also change the terms of important dead lines you use words purposefully like charity or no response when you know in fact I have told you I HAVE money to pay my mortgage and that I'm not trying to get out of paying but after LOSING so much you have to give too and do the right thing you claim im unresponsive and you know its a lie i email you every time when i see a error to which you DO NOT REPLY TO ME BUT YOU REPLY TO REGULATORY AUTORITIES TO REMAIN COMPLIANT. All facts I apologize for saying personal things about the chief compliance officer and anyone else associated with the emails but this is after multiple PATTERNS of abominable service and conduct of your tenants MR COOPER SHAME ON YOU!!!!!!
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12/20/2019 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Servicemember |
XX/XX/XXXX i was contacted by XXXX XXXX who works for a company called " Mr. Cooper ''. He asked if i wanted to refinance and at first i said i was not interested but he stated it wouldn't take much time and could be beneficial in the end. I told him many times that if it cost me any money out of pocket that I did not want to proceed or refinance at all as i was happy with my monthly payments. XXXX ran the numbers and stated it would not come at any cost to me and that i would go from {$1300.00} to around {$1200.00} a month for my payment which included my insurances. About 2 days later I received a call from XXXX XXXX, another agent from Mr. Cooper who was to send me my documents to docu sign. She introduced herself and then stated she would send me some documents and we would continue from there. about 3 to 4 days later she called again introducing herself again and stating the same information about sending me documents to sign to which i responded that we had already had this conversation and that I was waiting for these documents to come. Another week went by and still no documents had been sent. I made a complaint to XXXX XXXX about XXXX not answering my calls nor sending me the documents she said she would send and during this time i kept asking if we would close in time. They promised that we would close in XX/XX/XXXX so that i wouldn't have to make my XX/XX/XXXX payment which i was looking forward to due to the holidays. Around XX/XX/XXXX I was informed that the notary was to come and I asked on a recorded line to XXXX XXXX if they were absolutely sure i would not have to make my XXXX payment and she said i would not have to. I then called XXXX XXXX to confirm that i would not have to make that payment which he also confirmed on a recorded line that i did not have to. XX/XX/XXXX the notary was supposed to arrive and we were to sign the final documents to close.The notary called and confirmed the signing date on XX/XX/XXXX and asked if I needed to pay anything to close. I responded that I should not need to pay anything to close and that i was never informed that i owed anything. At that point i began to panic and called XXXX XXXX who did not answer his phone. I called his manager who also did not answer to which i called her manager and finally got through. I was told by the notary and then by XXXX ( the manager of XXXX 's Manager ) that i owed {$2600.00} to close to which i was shocked. I told XXXX that had i known i would have never refinanced. At this point I spent my mortgage on an anniversary trip out of the U.S. which was on XX/XX/XXXX because i was told i didn't have to pay my mortgage. XXXX then decided to " up '' the loan amount to cover the expenses. At this point i felt i had no option but to go through with it because i couldn't afford to pay my mortgage. I got in contact with XXXX XXXX and asked what had happened. Apparently my mortgage company didn't pay my flood insurance and was withholding the money in XX/XX/XXXX due to a bad " fax number ''. I had to mitigate the calls and call both the flood insurance and Mr. Cooper to get them to exchange information in order to get my flood insurance fixed.This apparently resulted in my agents not noticing that there was a missing payment when they calculated my refinance. However they said i owed {$1300.00} for the entire year that i had not been paying the difference in the mortgage. None of this made sense to me and i fail to see how its my responsibility to maintain who individually gets paid out of escrow. The payments from escrow had stopped in XX/XX/XXXX which was the month i began refinancing but aside from that it had been paid since i bought the house last XX/XX/XXXX. so for them to say it had never been paid and that i should have been paying more still doesn't make sense to me. These extra costs along with the refinance took me from {$180000.00} owed to principal to {$190000.00} which is more that i purchased the home for last year which was {$190000.00}. I'm entirely upset with this conclusion, i feel i was mislead and had to wait almost two months to refinance just to find out from the notary that i owed money. Literally the day before signing and after i had been told everything was good. We had to reschedule the notary and i still ended up paying about {$280.00} to close. All conversations are on a recorded line and I recently asked for those recording to have exact dates in which the events took place but due to company policy i could not access them and they would not provide me with them. The refinance was supposed to be done in XX/XX/XXXX but didn't finish until early to mid XX/XX/XXXX. I'm at my wits end and they just keep telling me that because i don't have to pay XX/XX/XXXX that i should put that mortgage straight into the loan as a solution. I don't feel this was fair in any way and had i known id have to pay anything id have not done this. I would have rather paid the escrow amount that i supposedly owed due to their mess up and let the mortgage go up to {$1300.00} than refinance and put more money onto the cost of the home. In the end my issue is that I was notified of something by someone other that my agents about something i couldn't afford while under the impression that i owed nothing. There was absolutely no way out of it and I had to go through with it in the end.
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11/21/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Older American, Servicemember |
I have been working with Mr. Cooper ( Nationstar ) for 5-6 yrs. with my parents mortgage, as their Power of Attorney on file. My elderly parents had to file bankruptcy in XXXX during which they were making mortgage payments directly to Mr. Coopers attorney, which in turn forwarded to Mr. Cooper at the direction of the U.S. Trustee, every month for almost 4 yrs. During the bankruptcy, Mr. Cooper raised the interest rate from 4.50 % to 6.25 % ( see statements attached ) which I have been told is ILLEGAL. Over the years we have been assigned MANY Dedicated Loan Specialists and to this date, I have never been able to speak to any of them. They will never transfer me to the Specialist. That Specialist is always on the phone and they never call me or our attorney back.
The bankruptcy was dismissed in XXXX XXXX so in early XXXX. I called Mr. Cooper to make the first mortgage payment directly to them since the BK. The gal REFUSED to take our payment stating that we had missed the XXXX payment. I mailed the payment to their attorney. We were never notified that they had not received it, their attorney, XXXX XXXX never notified us, the U.S. Trustee never notified us nor our BK attorney.
So in XXXX I called Mr. Cooper requesting a loan modification. The principal and the arrears added up to more than {$1.00} XXXX and the house was only worth {$1.00} XXXX at the time. Mr. Cooper never sent us the loan modification application nor did they tell me their loan mod process. Never heard from them for 2-3months, so thinking that was taking too long, I called them. They said they did the loan mod, unbeknownst to us ( without any application ) but that we didnt make the temporary payments so they declined to reinstate the temporary loan mod which we knew nothing about. They said they mailed the notification to the address on record but we never recd it ( were assuming due to our very poor mail service in the XXXX. area ). I asked if they sent it Certified Mail so they would have receipt that we recd it. They replied we dont send anything via certified mail. Then how do you know we received it? They said they dont. They dont care if you receive itthey care about checking off the box for loan mod regulations so they can begin FORECLOSURE!
They are also out of compliance with the CALIFORNIA HOMEOWNERS BILL OF RIGHTS and continue to do whatever they want with no intention to helping my folks like they state on all their statements. Its all a lie! They say they want to help to work out a resolution while they are substituting the Trustee to the Foreclosure Co. We have been communicating with Mr. Cooper in- good-faith ... it's obvious now, they have not. They were sabotaging my parents from the beginning. We hired a real estate attorney, who wrote a letter ( attached ) and we sent it XXXX to Mr. Cooper. They basically ignored the appraisal included with the letter that we had done on the house in XXXX showing the house worth {$1.00} XXXX ( $ XXXX less than what is owed ) and they replied back via mail that the house is worth {$1.00} XXXX. They have never done an appraisal which requires the appraiser to go inside of the house. With all the water damage and lack of maintenance for 35 yrsit would take at least $ XXXX to fix all the damage & update the house to make it worth {$1.00} XXXX. When we requested a loan mod, we asked if they could reduce or eliminate the arrears down to the value of the house, at a market interest rate so my Dad can start making payments again. It turns out they did no such thing and never notified us of their decision either.
My father is an XXXX yr. old XXXX XXXX Veteran struggling with XXXX. My brother and I are caring for him in his house every day. He is distraught at what Mr. Cooper has done to him. He has no where to go. They have caused him so much grief. Im afraid this will kill him.
If Mr. Cooper forecloses on the property on Wed. XXXX XXXX they will have to write off the arrears completely because now XXXX is showing the property estimate in the $ XXXX range ( the principal loan is {$850000.00} ) as of yesterday, XXXX XXXX. The money coming in from XXXX buying up California real estate has been stopped by the XXXX Government so the property will be sitting there empty and rotting away when they could have just written off the arrears and let my Dad start making the payments again so they can be getting the income from it while Dad can stay in his house and live out his final days. It would be a WIN WIN for all sides!
Mr. Cooper filed Foreclosure in early XXXX and now filed NOTICE OF SALE in 2 weeks on XXXX XXXX right before XXXX!!
I have contacted my friends who are investigative reporters at our News Channel 's and a Radio station here in XXXX. and in Texas where Mr. Cooper is headquartered. I'm filing a complaint with the California Dept. of Justice, etc. etc. etc. AND I've got bankers getting in contact with the Beneficiary of the mortgage to tell them what Mr. Cooper has done to the borrower in servicing their loan. They could have been receiving the income off the mortage for the last year ... if Mr. Cooper truly was telling the truth in saying they want to work with us in getting back on track with the loan.
Thank you for all your work in helping to protect consumers from such " less than ethical '' banks.
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04/27/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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My current mortgage is with Mr Cooper. I am in the process of refinancing with another entity which about to be closed soon. This lending institution told me to stop paying the mortgage and to end any and all conversations with Mr Cooper. My first problem is that I requested a payoff quote from Mr Cooper over two months ago through my supposed dedicated account representative. I never got any response from him and never received a payoff quote.
Most importantly, my second problem is that Mr Cooper hired a local real estate agent from XXXX County PA to come take pictures of my home. She was at my home on 3 separate occasions. The first time I let her do what she said she needed to do.
The second visit, the same woman appeared in my driveway on my personal property unannounced. She immediately got out of her vehicle and started walking around my house taking pictures. My XXXX year old son and XXXX year old daughter were in the yard playing at the time and she was taking pictures with them in the pictures. I demanded that she leave immediately and told her I would call the police if she returned. As she was leaving, she began to scream out her car window that I was going to lose my house and my kids would have no home. My XXXX children heard all of this and were upset all night long. One friend was also present and heard witnessed this entire incident. I contacted Mr Cooper and told a representative about this woman and I was told it would not happen again and the woman would be contacted.
On XX/XX/2020, this woman appeared again. Her and another woman were in a car that stopped on the street directly in front of my home. The driver ( a second unknown woman ) got out of her car and waved to my children who were playing in the yard. She walked around to the passenger side and the passenger then walked to the driver 's side and got in. After a few minutes they drove away. My XXXX year old son informed me that the woman was taking pictures of him and his XXXX year old sister.
About an hour later ( XXXX XXXX ) this same car returned and stopped in front of my driveway. I witnessed her taking photos while me, my XXXX kids and several friends were standing in front of my garage. I began to walk toward her car and she kept pointing to the road and telling me I could do nothing about it. I kept walking toward her car and said I was going to call the police on her if she didn't leave. She then began to yell out her car window that she researched my name and found out I was a XXXX XXXX and was on the XXXX 's List. She even made comments about getting my kids taken away. My friends in the driveway all heard her screaming out the window and so did my XXXX kids. She continued to do this as she drove slowly away down the road. I was not able to get her license plate number since she made sure to drive away before I could read it. I waited for over 30 minutes watching to see if she would drive past again but she never returned that I saw.
I contacted the local XXXX XXXX police department on Sunday XX/XX/2020 to file a police report on this woman and to file charges against her. Officer XXXX took down the information and said he would be in contact with Mr Cooper to find out who this woman is and to potentially file an arrest warrant. If Mr Cooper will not release this woman 's name, Officer XXXX is ready to get a warrant to have the name released.
On XX/XX/2020, I contacted Mr Cooper to see if they would give me the name of this woman contractor so I could give it to the police. The person I spoke to said he could not release that name to me. He did however say he was going to message their property claim department and inform them of the incident. I told him that I filed charges against this woman and that I would be including Mr Cooper in the criminal complaint since they had been told of this woman 's actions once before and promised she would not be allowed to return. Since they again to chose to ignore that complaint and sent her to my home again, I am holding them criminal responsible for putting my children in danger once again. This woman is not only totally unprofessional but she definitely crossed the line of harassment, vulgarity and terroristic threats toward me and my XXXX children. Taking unauthorized pictures of underage children is a crime and she will have charges filed against her.
I will also be hiring an attorney to file a civil lawsuit against Mr Cooper for hiring this woman to come to my property a third time after a complaint was filed against her prior to this visit. Since Mr Cooper chose to hire her again while ignoring her past performance and un-professionalism, Mr Cooper is liable for the pain and anguish they caused me, my family and friends and especially my XXXX children. They are not only criminally responsible for endangering these XXXX children but they are also responsible for the actions of this Mr Cooper representative. Mr Cooper chose not to abide by their promise to not send this woman to my house again but by sending her the third time, they may very well be criminally negligent. I will be pursuing criminal and civil penalties against Mr Cooper in the near future.
Finally, Mr Cooper is also attempting to foreclose on my property even though President Trump has put a hold on all foreclosures.
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03/01/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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On XX/XX/XXXX, my home loan was transferred from XXXX XXXX Mortgage XXXX to Mr. Cooper. Since this transfer, the loan payments have been mishandled and to this date, I have received no resolution to this issue.
During the transfer process, Mr. Cooper received a payment in the amount of {$2100.00} on XX/XX/XXXX from XXXX XXXX Mortgage to pay the XXXX mortgage payment. From that payment, {$2000.00} went toward the monthly mortgage and {$70.00} went to additional principle. This is the exact figures that would be processed by XXXX XXXX Mortgage. For additional context, I send my mortgage payments twice a month and XXXX XXXX Mortgage has handled each payment correctly with no errors. However, on XX/XX/XXXX, I sent my first mortgage payment to Mr. Cooper in the amount of {$1000.00} towards the XX/XX/XXXX mortgage payment. Mr. Cooper proceeded to process this payment towards Additional Principal instead of going into Escrow/Unapplied Funds area.
On XX/XX/XXXX, I sent the remaining payment of {$1000.00} from my bank ( XXXX XXXX ) to Mr. Cooper which was processed on XX/XX/XXXX. However, this payment went to Unapplied Funds. On XX/XX/XXXX, a payment of {$1000.00} is sent to XXXX XXXX Mortgage. This payment was sent to XXXX due to not cancelling the previous automated payments in time. However, due to an agreement between loan servicers, I knew this payment would be eventually forwarded to Mr. Cooper. That payment was air billed and confirmed by XXXX on XX/XX/XXXX. Mr. Cooper then processes this payment on XX/XX/XXXX and applies that toward XXXX 's mortgage payment to complete the month of XXXX. However, this should have went toward Escrow/Unapplied Funds for XXXX 's payment.
On XX/XX/XXXX, I sent a payment to Mr. Cooper in the amount of {$1000.00} toward XX/XX/XXXX 's mortgage. This payment should've completed the month of XXXX. However, they sent that entire payment toward Additional Principal. On XX/XX/XXXX, a payment of {$1000.00} was sent to Mr. Cooper and processed on XX/XX/XXXX, but this payment went to Unapplied Funds for XXXX. On XX/XX/XXXX a payment of {$1000.00} was sent to Mr. Cooper which should've been the start of the next month 's payment, but went toward completing the previous month 's payment.
On XX/XX/XXXX, I receive a certified letter from Mr. Cooper stating that the loan was late more than 30 days, which came as a surprise to me since I checked my account 3 days prior and saw that the amount due was the {$970.00}. Based on the cadence of my payments, that would've matched the normal remaining amount due, which would've been covered by the payment on XX/XX/XXXX and made the account current based on the payment dates listed on their invoices. Which will be attached. However, when I signed into my account on XX/XX/XXXX, the account stated the amount due was over {$3000.00}! I checked the payment 's received and how they were processed and immediately spotted the error. I contacted their customer service to notify them of the error in how the payments were processed. They documented the account and stated that they would take care of the issue. The call lasted about 25 minutes.
On XX/XX/XXXX, I called back to check on how long it would take to correct the issue on my account and to track down the payment information for the payment that mistakenly got sent to XXXX XXXX Mortgage. In their system, they fail to account for the breakdown in how payments are received and merely join them together to show the monthly payment. The only way to tell is via the online statement that is also mailed if requested. Based on the statement, I showed that the payment was received, but their online agent couldn't immediately identify it on their end. This shows that there is a gap in their payment system. I asked the agent how long it would take to correct the error on my account and they stated around 5 business days.
After 5 business days, I noticed that there was no action done on my account. I waited a few additional days, but there was still no action. On XX/XX/XXXX, I sent a correspondence to their Message Center stating that the issue has not been resolved and I was seeking answers. Their system sent an auto reply and closed the ticket with no action. On XX/XX/XXXX, I sent an additional notification regarding the same issue along with an additional issue that was outstanding. The outstanding issue was an inquiry on removing the PMI insurance based on the actual value of the home. The first request was sent on XX/XX/XXXX and they sent no information regarding the process. During my call on XX/XX/XXXX, I asked again and they transferred me to a department to handle that issue. They stated that they would schedule an appraiser to evaluate the home and look at the improvements that were made. However, on XX/XX/XXXX, they cancelled the process due to the loan being late in their system.
On XX/XX/XXXX, I called their customer service department again, but I did not get anyone on the phone and instead, they asked if I would like to request a call back when their agents are free. I did so, but no one has returned my call. I called again today and again, I can not get anyone on the phone to properly handle the issue. This is the basis of my complaint. Attached are the statements and correspondence received.
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12/03/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
NOTICE TO PRINCIPAL IS NOTICE TO AGENT NOTICE TO AGENT IS NOTICE TO PRINCIPLE THIS IS NOTICE TO XXXX XXXX dba President for MR. COOPER and XXXX XXXX dba Chief Financial XXXX for MR. COOPER and agents for MR. COOPER.
All public officers must have a Oath of office. The Oath is to protect and defend the United States Constitution bill of rights " We the People ''.
This is my Affidavit Statement and is in accordance with Title 28 USC 1746 ( 1 ) I declare ( or certify, verify, or state ) under penalty of perjury under the laws of the United States of America that the foregoing is true and correct.
As my witness to this affidavit to CFPB agents are hereby put on notice to seek the answers to my questions that have NOT been answered since the Alleged Loan was assigned to MR COOPER In July 0f 2022.
I, a living man on the land come in Peace and stand with the united States peace flag. I accept all offers upon proof of claim. I only seek the truth and corporate public servants who ignore their accountability as mandated in article 8 Ohio bill of rights have by their silence and failure to fully inform the people of the consequence 's arising from the corporate offer to contract is deemed and inducement by fraud.
About 7 months age my mortgage was assigned to NATIONSTAR MORTGAGE LLC dba MR. COOPER GROUP. I have sent numerous emails and letters to MR COOPER agents and all correspondence has been unanswered.
I am ordering CFPB to investigate and look into this matter immediately. I believe 'NATIONSTAR MORTGAGE LLC dba MR COOPER GROUP has not brought forth a valid claim. I believe this action is brought forth under color of law. As CFPB are the protectors and are to defend the constitution of the United States. I as the living man with my God given Rights " OBJECT '' to this Alleged Foreclosure complaint. As I'm Under duress, threat, and force of fear for my life, liberty and the pursuit of happiness. This Notice is brought to CFPB in good faith and is given for patent right, without recourse, all rights reserved.
Here are some questions that I have been unanswered and in accordance with law are required in a billing dispute with a third-party debt collector that must have burden of proof to bring forth an action against the Consumer.
1. So, how can a corporation that has NOT produced a valid accounting of the off/on book entry ledger in accordance with the Truth and Lending Act, Fair Debt Collections practices and the UCC 9-210 signed under oath, notarized in accordance with Title 28 USC 1746 put my private property up for auction on XXXX and XXXX XXXX XXXX estate XXXX
XXXX. The XXXX copy of the Deed of Trust and Promissory Note are not certified and not signed under penalty of perjury. I question the Authenticity of these documents and order NATIONSTAR MORGAGE LLC dba MR COOPER to bring forth the Wet ink Autograph originals.
XXXX. I also order NATIONSTAR MORTGAGE LLC dba MR COOPER to bring forth the Original Contract that between NATIONSTAR MORTAGE LLC dba MR COOPER and the living man. ( Meeting of the minds to be a valid contract ).
XXXX. I order NATIONSTAR MORTGAGE LLC dba MR COOPER bring forth the accounting and show CFPB what was actually " LOANED '' the living man. Prove What " Money '' was loaned " Lawful '' or " Legal ''. ( Check Book entry Credits ).
XXXX. Was the money that was loaned to me from another depositor 's existing deposit in depositor 's accounts, as I assumed, or was the money " loaned '' to me created by my " Signing an instrument '', thus " creating '' the money that was formerly non-existent within your bank?
XXXX. If the money was not loaned from another depositor 's existing account deposits in your bank, did the money loaned to me exist as an asset of your bank prior to my " loan '' creation?
XXXX. Did the money that your bank allegedly " loaned '' me exist ( as I assumed it did prior to my signing an instrument with your banking institution )?
XXXX. If the money loaned to me was money other than depositor 's account money, such as bank assets, will you provide me proof of the transaction with a copy of the accounting ledger showing the existence and transfer od said money from the bank 's asset accounts to the payment instrument or account which funded my loan?
XXXX. Did your bank create, at any time, any hidden account of deposit in my name/or in the name of this alleged loan for the total amount funded that was held, or is being held, by the bank without my knowledge?
XXXX. Upon an Instrument to be deposited in your bank are you required to follow ( GAAP ) Generally Accepted Accounting Practices? Title 12 USC 1831.
10. When a consumer makes a deposit of an instrument in your bank if you follow ( GAAP ) Generally Accepted Accounting Practices the bank is supposed to give credit for the receipt of the note, draft, check against a deposit account?
This is just little introduction of the questions I have for the Agents at NATIONSTAR MORTGATE LLC dba MR COOPER. If you do not respond to CFPB with a sworn statement under oath and witnessed by a notary, it will be refused, and you have accepted my affidavit as truth and you have no valid proof of claim. As the Agents at CFPB has the authority to collect under the law for bringing a false claim under color of law.
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11/30/2021 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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I've sent letter to the research dept submitted on XX/XX/XXXX still awaiting a RESOLUTION ON this issue that started in XXXX when I refinanced through Mr Cooper ( Nation Star Mortage ) this was supposed to help the customer it's been nothing but stress & nightmare for me To whom it may concern I'm very disappointed in the refinance dept! My refinance has been nothing but a nightmare & I've nothing but issue after issue & questions & concerns since the start of my refinance in XXXX everything the refi dept told me they weren't gon na do they did & so much more. They took my escrow when I asked it to be transferred into my new loan escrow account. Even explained i didnt want my escrow to be in the negative & now I'm in the ( XXXX ) in my new escrow account & my house payment has increased from XXXX to XXXX due to the ESCROW issues the refinance dept caused me! I learned that they should've & could've offered me a check for my escrow balance in the amount of XXXX & I wasn't given any options. I was told no money out of my pocket title search no appraisal no this no that ( Streamline loan ) & I paid out of pocket for title Co XXXX filled out all my bi-weekly papers before I went on medical leave ( total XXXX XXXX so i could heal without stress! Still on medical leave ) Told all was good skip XXXX payment as im 1 month ahead & pay XXXX in full i did just that I the amount of new house payment XXXX. I call on XX/XX/XXXX asking why did you not take out my XXXX XXXX they say well your not set up & I'm explaining yes i submitted everything in XX/XX/XXXX you said it was all good it was not & they charged me XXXX to take my house payment for XXXX! I have the email & XXXX & email for XXXX XXXX at my work email where I scanned it all in & submitted the XXXX XXXX which still isn't going thru & I call & was told pay XXXX in full XXXX I did that & I filled out XXXX XXXX again and mailed it back I called to assure it was received & yet again they cant set up XXXX XXXX unless i pay another full payment by end of day on XX/XX/XXXX when i just paid a full payment for XXXX on XX/XX/XXXX as i was told so the XXXX XXXX could go in effect. They proceed to tell me they still can't start XXXX weekly then why did you send me another XXXX XXXX form & not do what you said you would! This company is by far the worst the right hand has no idea what the left hand is doing and nobody within knows how to communicate with each other much less communicate with myself the customer everytime i call its always someone new & i get told something different XXXX supervisor ( the refi boss ) couldnt answer my questions oh ill figure this out im confused ill read this ( does he not check his peoples refi papers? ) & ill call you back ( im still waiting ) another supervisor ( wouldnt even talk to me ) instead pushed it off on the customer service lady to tell me they were gon na send the XXXX weekly form & she did but they didnt set it up i was lied to & i even stated how do i.know i can trust you people after all the crazy XXXX your company has done to me & she gave me her name & never got passed the form & phone calls because everyone i talk to oh ill get to the bottom of this heres my # & my email but guess what NOBODY has returned my calls/emails its like they could care less the stress they've caused me! I filled out all my paperwork did what I was told needed I needed to. I did my part & it's time someone with Mr Cooper acknowledges this WHOLE situation created by their refinance dept & takes accountability & I was due a refund of XXXX I never received. I've screenshots emails etc! I've been complaining & calling & emailing since the refinance XXXX & nothing has been done nor resolved. I've friends whom warned me do not refi with Mr Cooper & I had no reason to DISTRUST Mr Cooper at that time. However I now know why my friends warned me. Look at the mess I'm in due to their refi-dept! I've talked to a supervisor in refi-dept & he was even confused with my situation & upset with his staff & he never returned my call as he said he would. I've talked to many customer service representatives whom all stated the refinance dept gets ALOT of COMPLAINTS. I can definitely see why. Ive talked to title Co, escrow dept, escalation dept customer service etc & NOTHING has been done nor resolved. I just want this whole situation resolved. As I'm tired of fighting with this mortgage company that put my escrow in the Negative & I know they heard me loud & clear as when I stated TRANSFER my escrow balance to my new escrow account. I had this happen to a friend & I didn't want it to happen to me I had XXXX in my escrow now its in the XXXX & they did not follow through with my request of transferring my escrow balance into my new loan escrow account as I had asked & getting my XXXX XXXX set up they accomplished nothing correctly with my entire refinance process. I think the refinance department is sketchy & after all other issues ive had past the refinance dept. This XXXX I feel they think that I'll just give up my fight & walk away like the other customers. I wished I would've listened to my friends warning as I wouldn't be so stressed over Mr Coopers refinance dept has put on me! Any questions feel free to contact me.
Sincerely XXXX
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07/24/2023 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
In XXXX of XXXX, due to temporary unforeseen financial circumstances, my husband and I requested to enter into the Covid-19 ( CARES ACT ) forbearance with our loan servicer at that time, XXXX. We were assured by that loan servicer and the VA that a lump-sum payment would not be required to bring our loan current at the conclusion of the forbearance period. We were informed by XXXX that our options would include a partial claim mortgage, repayment plan, deferral, or loan modification. Each time we called XXXX these options were redisclosed to us, and we were told not to worry that repayment options would be available to us. We asked about any requirements to be eligible for any one of the repayment options once our forbearance ended, they disclosed no requirements. They only advised us to contact them 30 days before the end of the forbearance period for us to select our preferred option.
In XXXX of XXXX, we were notified that our servicer had changed to Mr. Cooper. We contacted Mr. Cooper to confirm that everything we had discussed regarding repayment options with our prior servicer would be honored by them and they confirmed that they are required to do so.
As instructed, we contacted Mr. Cooper 30 days before our forbearance period ended to discuss loss-mitigation options. We were informed that our ONLY option would be to modify the loan at a higher interest rate, but there was no guarantee that we would be eligible, or pay the entire delinquency in full. This completely contradicted every bit of communication ( both verbally and written ) that we had with both XXXX, Mr. Cooper, and the VA. In essence, we were set up for failure even though we did everything in our power to prevent this exact situation from occurring from the very beginning. In addition, forcing distressed borrowers to pay higher interest rates and subsequently higher monthly payments or lose their home to foreclosure ( my house is worth twice what we paid for it in XXXX ) to profit off of our hardship is not only PREDATORY, it's INHUMANE.
Despite our dissatisfaction, we agreed to apply for the modification because no other option was provided to us and we did not want to risk losing our home. We provided all of the required documentation to proceed as per Mr. Cooper 's instructions. We followed up with Mr. Cooper multiple times via phone, and we were informed that a decision should be reached by XX/XX/XXXX. I logged into our online account to check status on XX/XX/XXXX, to see a note that our modification request had been rejected with no reason provided. My husband and I ( in panic mode ) contacted Mr. Cooper many times to try and find out why we were denied, and we were provided several different answers each time we called. None of which made any sense.
Then on XX/XX/XXXX, after begging for assistance for several days, we were told that the reason why was due to " excessive obligations in relation to income, '' which is completely inaccurate. The Mr. Cooper Agent who informed us of this information also noted that a denial letter had never been generated in their system nor provided to us to inform us of their decision or our right to appeal that decision which is a requirement per Federal Law. A letter magically was generated in their system the following day ( XX/XX/XXXX ), a week after the decision was made.
I submitted an appeal letter via email on XX/XX/XXXX via email explaining that the underwriter miscalculated our income and our monthly expenses and provided proof of this. It's simple math, {$4000.00} ( monthly household expenses ) divided by {$9700.00} ( monthly income ) equals a debt to income percentage of about XXXX % which is acceptable per VA underwriting guidelines ( XXXX XXXX ). In that letter I also explained that we are able to resume making our monthly payments, but can not afford to make a lump sum payment of XXXX XXXXXXXX to bring our loan current ( which we were assured would NOT be the case ). This their denial was UNJUSTIFIED!
As of today, Mr. Cooper is still reviewing our appeal and requesting documentation. I was informed today, after following up to confirm that they received the information they requested, that they will report negatively to the credit bureau XX/XX/XXXX. Also, that due to a " projected '' shortage in our escrow account ( which makes no sense ) that our monthly payment without the modification went up {$300.00} ( WHAT?!!! ).
Mr. Cooper is preying on distressed VA borrowers to profit on a family 's hardship. They are doing every thing in their power to foreclose on our home or into paying them more, which is the epitome of predatory lending. Although they denied our modification in error, they will report negatively to the credit bureau which will prevent our family from relocating or borrowing to mitigate this issue if necessary.
Mr. Cooper has no problem forcing an honest hard-working family into foreclosure and into homelessness with their dishonesty, incompetency, predatory, and inhumane practices to reap a profit. It is disgusting what they are doing to us, and I'm sure many others who accepted the CARES ACT forbearance. A program which was designed to provide borrowers with relief, but is now being used as a weapon.
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03/08/2023 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
I first purchased my home in XX/XX/XXXX via article of agreement, from my grandmother and I moved in the same month. I then obtained my VA home loan in XXXX through XXXXXXXX XXXX & I continued to live in the home. My VA mortgage was then sold to other mortgage lenders I believe 2 additional times. In XX/XX/XXXX, my husband purchased another home, which we moved into and currently live in as of XX/XX/XXXX. We then renovated my property ( XXXX ) with brand new bathrooms, electrical, sidewalks, windows, flooring etc. We planned to use the property as a Rental. During the Covid-19 pandemic, I opted to post-pone my mortgage payments, due to a dramatic decrease in my employer hours. My property is currently with Mr. Cooper Mortgage. At the end of my forebearance, I applied for a loan modification in XXXX of XXXX. In XXXX of XXXX, I obtained renters with a yearly lease, in the amount of $ XXXX. I submitted all requested documentation to the mortgage company in order to complete a loan modification. In XX/XX/XXXX, Mr. Cooper denied the modification, due to me not submitting required documentation, however all was forwarded to the company. Mr. Cooper mortgage then had me re-apply for the modification, stating it was an error on their part, in which I did and again submitted all requested documents. Mr. Cooper mortgage then kept rejected my uploaded documents to their online site. I then not only uploaded the documents, but I also emailed and faxed the documents to the mortgage company. I have also been working with a VA loan specialist with VA.gov and forwarding all letters and details to XXXX XXXX. As of XX/XX/XXXX, the mortgage company again denied my modification request. Per mortgage rep on XX/XX/XXXX, it was denied due to my home ( XXXX XXXX XXXX, XXXX, PA XXXX ) being currently being occupied as a rental property. She stated that I must live in the property. I received the denial letter XX/XX/XXXX, demanding a lump sum payment of {$11000.00}, noting that failure to pay the full amount by XX/XX/XXXX would result in foreclosure and/or short sale. The Act 91 letter was then received. Per XX/XX/XXXX letter from Mr.Cooper states my Pandemic forbearance Modication expired and that the mortgage company were unable to reach me. I have uploaded faxed and emailed requested documents to the company, to XXXX XXXX and XXXX XXXX at Mr. Cooper. Most recently I received a letter from the company that my last modification was denied in error. That it was not due to me not living in the property, but due to my debt/income ratio being too high. I then had to reapply for a third time with Mr. Cooper as the company said that due to new Modication rules, I may be eligible for another loan modification. All requested documents were uploaded and emailed to the above persons, including XXXX XXXX. I then kept getting notifications to upload my rental agreement, per loan modification. The company kept rejecting my submitted documents, including my current tenants lease. The lease included the monthly rental amount, address location, length of contract and tenants signatures, were uploaded and emailed to XXXX and XXXX several times on XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. XXXX XXXX also submitted the documents on my behalf. A letter from Mr. Cooper mortgage, dated XXXX was received stating all documents have been finally been recieved and the mortgage company will be reviewing the info.
The letter also stated that due to prior modification requests and denials, and that requested borrow documents were not received from me, that foreclosure related activities will continue. It also states In the letter that the mortgage company may require an appraisal of my property.
This has been the most painful, stressful and frustrating experience to say the least. I have kept all records of letters from the company, faxes, emails, snapshots of online documents submitted/rejected, phone calls to the company and dates of all activity. I feel that this mortgage company is providing deceptive, unfair and misleading lending practices. I feel Mr. Cooper denied 2 prior modification requests, in a scheme to foreclose on my VA home loan.
On XX/XX/XXXX, I accepted a full time XXXX position with another company, and submitted my employer award/salary letter, ( $ XXXX ) XXXX weeks of paystubs, my VA XXXX letter noting XXXX XXXX, my renters lease of $ XXXX, all bank statements reporting the above monthly income deposits.
I have made every attempt to submit all requested documents and have been more than willing to work this modification loan out with the company, resume payments and include partial monthly payments for the months in the Covid 19 forebearance, and get my mortgage loan back on track.
I now owe the company over {$13000.00} in fees and back payments, which is in additional to the original pre-Covid loan amount owed of {$72000.00}. ( My initial loan amount was {$85000.00} ). ( Per XXXX, approx property value is {$120000.00} ).
Again, I feel that this mortgage company is providing deceptive, unfair and misleading lending practices, and I need additional assistance on my behalf with this company. I also need recommendations on if I should obtain legal representation.
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04/15/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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Good morning, I have been intending to write this email for a long time, I just have not had the mind to concentrate on how to present my question in a logical manner. My case number is XXXX, and although I requested a dismissal on my chapter XXXX, the dismissal of the chapter XXXXXXXX is not why I am writing about today.
I am very confused about the Foreclosure that took place on my property at XXXX XXXX XXXX. My Attorney created a motion to sell at my request because a buyer was attained by my Realtor. The below bullet points is the back-story to my inquiries. Please note I have every document to support any and all of my claims if needed.
On Tuesday, XX/XX/XXXX the motion to sell was " Filed & Entered. '' On Friday, XX/XX/XXXX I was notified by my tenant at XXXX PST, that the property is being for auctioned on Monday XX/XX/XXXX at XXXX?
I was never formally served by the Trustee. ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, California ) Because the XXXX XXXX XXXX, Mr. Cooper is located in Texas, their offices were already closed on Friday. Giving me only a couple of hours Monday to stop the auction.
Monday Morning XX/XX/XXXX the My Realtors buyer was set to fund {>= $1,000,000} and record on XX/XX/XXXX.
None of us were able to stop the sell to everyone 's disappointment.
BTW - I met with the new owner and assisted him with the 4-Plex issues he encountered. I guess I have good sportsmanship.
Here are my questions and I am hoping your office can offer some clarification because I think in my opinion there has been some kind mis-justice that happened.
First of all, I would have never ever released the property for Foreclosure. Thats why it was in Chapter XXXX, to protect it from the bank.
I did finally release the property to Sell-it to a Qualified buyer.
What motive did the Trustee have to Foreclose when " they '' were " Set '' to be paid in full, from payoff statement?
There was no need for them to Foreclose because " ALL parties " including themselves were going to get paid.
I don't understand how the Trustee ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX ) was able to Auction My Property when I had a Judge sign the Motion to sell it for {>= $1,000,000}. And the LBR XXXX ( p ) has specific dollars of who is to receive what monies from the Sale.
The Trustee went against the court order the Judge signed ...? Right ...?
Also, I was never " Served '' foreclosure documents and Mr. Cooper knew my work address? ( No, excuse ) The property sold at XXXX court house on XX/XX/XXXX at XXXX for {$950000.00}. That is {$110000.00} less then what the buyer was willing to pay.
I have a 10+ page email string that shows the buyer, the agent for the buyer, the escrow, the title company, my RE agent assistant, my RE agent and myself, trying to stop and execution of the Property auction.
After the 2.5 months hard work we all did, all of us lost on that day. Because I feel the Trustee was greedy.
**Something does not " ring '' right to me.
>>>Why would the XXXXXXXX XXXX/ Mr.Cooper foreclose on the Property if they were in the secured first position to receive money from the Sale. They were going to be all paid off. There was no reason for them to foreclose when they were going to get Paid Off. This is crazy that they would foreclose.
So. did the Trustees Attorney create this work revenue for themselves so that they could sell their services as foreclosure work? Was this the motive that drove them to do this?
Many times I ask myself What was the point of the Chapter XXXX Protection and the Judges motion to Ok the Sale not a foreclosure.
The small profit of {$14000.00} that I was going to get for working this very difficult, XXXX XXXX, property was to be able to buy a small XXXX for my daughter and I. More than just what I dreamed I could finally do was that all the Time, Energy & Effort that was squished by somebodys greed to flex their muscle. Sorry, this is how I feel until someone can Clearly explain why the Trustee was allowed to Foreclose?
The effect of this happening was a big ripple.
The 2nd Mortgage did not get paid in full and is now coming after me for the difference? ( I dont have it. ) All of non-secured debtors could not be paid, so I had to dismiss the chapter XXXX case.
Basically No one got paid because the Trustee sold the property at {$110000.00} less than the buyer was going to pay.
Lastly, Mr. CooperXXXX XXXX & Trustee knew we had a buyer because they assisted with the Court Payoff Statement.
Could my attorney have done more? She claims she was not notified of the Foreclosure?
If I am out of line with my questions I apologize. Its just that I am passionate about what happened and I did not see any logic from it, which leads me to believe that there was something corrupt.
The reason I ask your Office is that your office released the property for Sale. Does this happen all of the time? Or just to me.
Now you can see why I had a hard time writing this letter because it is not about {$14000.00} its about the LOSS all of us took, I think. Not sure.over a greedy Lender/Trustee.
I am available by phone to speak of give you any kind of documents you request.
Thank You cms
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03/03/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Incorrect information on your report
- Account information incorrect
|
|
Web |
|
In XXXX, our mortgage transferred from XXXX XXXX to Mr. Cooper. We set up auto-pay to start on XX/XX/XXXX. I have an email confirmation that says that the auto-pay was successfully set up. I also have an email that says that the XXXX payment occurred on auto-pay. In XXXX, I received a letter from Mr. Cooper stating that my mortgage payments were overdue. I immediately paid all amounts due.
I am refinancing another property. We are supposed to close this week. Last Friday, I learned from my lender that Mr. Cooper has a 60 day late payment on my record. An email from my lender states that this has made my loan non-approvable. My lender also tells me that rates are up at least .375 % since XXXX and if we have to extend our rate lock, that will cost money. I immediately contacted Mr. Cooper to get this resolved.
On Friday, XX/XX/XXXX, I spoke with XXXX XXXX ( aided by XXXX XXXX ). XXXX told me she put in a request to have 60 day late removed. She informed me the request would be reviewed by the department of credit amendments and I could call back in 72 hours for an update.
I called back the following Monday and asked to be transferred to the department of credit amendments. The customer service representative informed me that there is no such department. I asked to have my call forwarded to an appropriate person who can give me an update on the situation. I was placed on hold and the call disconnected after 5-10 minutes.
That afternoon, I was contacted by XXXX with XXXX XXXX. She and I jointly called Mr. Cooper so that she could get information about our account and hopefully clear up the issue so that my refinance can go through. The woman we spoke with ( XXXX? ) confirmed that the records showed that we set up autopay and paid our XXXX mortgage payment. She also confirmed that the XXXX payment was not 60 days late ( paid on XX/XX/XXXX ). We discussed the statement on Mr. Coopers payment activity saying there was a reverse payment. She could not explain what that means, but speculated that our account had insufficient funds. I have reviewed our bank account statements and confirmed there were adequate funds, so that is not the cause of the reverse payment. XXXX and I were supposedly being transferred to an escalation specialist and after about 5-10 minutes on hold, the line disconnected.
The next day I called back again to try to get an update. XXXX was the customer service representative who took my call. I explained my frustration that I had been disconnected previously. He promised I would not be disconnected. I was transferred to XXXX, an escalation specialist.
I began explaining the history of the problem and my request. Halfway through my explanation, the line went dead. XXXX did call back a few minutes later, on my husbands cell phone.
XXXX explained that the dispute was logged on XX/XX/XXXX. By XX/XX/XXXX I will get something. She said that Mr. Cooper has 45 days to review a dispute. I explained that I needed a confirmation by this Thursday that the situation has been addressed by Mr. Cooper. ( I don't need the credit agencies to reflect this ; I just need something in writing from Mr. Cooper that says the 60 day late will be removed from my record. ) XXXX clarified that the XXXX payment was returned because the account was not recognized, meaning that the account number was incorrectly entered. That is inconsistent with the email I received on XX/XX/XXXX, which states, Thanks for your recent payment. We posted it to your account on XX/XX/XXXX.
XXXX said Mr. Cooper emailed me with notifications of missed payments. This is not true. There is no record in my junk, trash or inbox of any email stating that the mortgage had not been paid. There is no communication whatsoever from Mr. Cooper after the XX/XX/XXXX email described above, until XX/XX/XXXX, when I received an email confirming the XXXX payment.
XXXX also said that Mr. Cooper attempted to call to let us know the mortgage was unpaid, but there was purportedly no voicemail at the number called. XXXX read off the phone number where the calls were supposedly made. It was close to my husbands number but off by one digit. Notwithstanding the fact that they could not leave a message at that number, XXXX stated that no one attempted to call the other phone number on file, which was mine. [ Note : I don't believe that anyone tried to call my husband 's phone number. Youll recall that after XXXX and I were disconnected, she called back on my husbands phone number, so Mr. Cooper clearly had his phone number on file. ] XXXX stated that she would forward my information to a manager. She stated they would call back in 72 hours. I reiterated that my refinance was supposed to close on Thursday and I needed the matter resolved before then. She stated that she could not do anything to help me, but agreed to request a prompt return phone call and alert the manager to my need for a return phone call sooner. I asked to be transferred to the legal department. XXXX stated that she was unable to do that but gave me the email : XXXX and suggested that I forward my complaint there.
Given the pending refinance, this is not a satisfactory response.
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10/29/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
Servicemember |
I write with complaints about Mr. Cooper, a mortgage servicing company, and its false reporting to credit bureaus and personal data traffickers.
I have power of attorney for my brother who is a XXXX veteran. In this capacity, I receive his mortgage statements at my personal address. The proper address for his mortgage statements should be : XXXX XXXX XXXX c/o XXXX XXXX XXXX XXXX XXXX XXXX XXXX , NJ XXXX Although after complaining to the CFPB several times in the past about the gross mishandling of the mortgage account ( loan # XXXX ), the address was improved but does not entirely conform to the above. Mr. Cooper has reported my address on my brothers credit report and, I suspect, has reported its false and garbled mortgage history under my address, perhaps under my name to my credit report. ( I have not been able to get a copy of my credit report for some time, despite requesting it for several years under the annual free credit report provision. ) My brother does not live at my address. While he and other family members who dont live with me, visit me, they do not permanently reside at my address. Please direct Mr. Cooper to erase my address from my brothers credit report and to erase any garbage it reported/reports anywhere else under my address about my brother or me.
Although we have repeatedly challenged Mr. Coopers gross mishandling of the mortgage account, nevertheless, its false credit reporting is harming my brother and me with lower credit scores, higher interest rates and denial of credit or more favorable credit, and has done so for years. This harm includes but extends far beyond major credit bureaus. Directly or indirectly, it flows into a multitude of electronic information networks broadcast and collected across state lines and, perhaps, international borders, by thousands of anonymous data merchants who, without our knowledge or consent, traffick in information about our personal lives, and for too long have been allowed to build, sell, replicate, and exist entirely or in great part on parasitic, injurious business models that too often are hidden from public view. We can not possibly protect ourselves against these perpetual assaults of badly programmed and unsecure software. False mortgage accounting and reporting by Mr. Cooper spreads its own unique and virulent contagion to far flung places we and most consumers can not possibly imagine, let alone police. Aside from degrading our credit and standards in industries that the CFPB and other federal regulators are supposed to oversee, Mr. Coopers contagion also poisons the well for industries such as insurance, utilities, security clearances, employment and rental options for thousands of consumers, and many of these activities are not overseen by federal regulators or law enforcement, and too often are ignored by states who do not believe in regulatory oversight or do not have resources to oversee such industries.
Please sanction Mr. Cooper for its widespread injury to me and my brother.
Although I will need to write another complaint about the following details, please note that since XXXX or XXXX of this year, Mr. Cooper has repeatedly rejected numerous payments from Mr. XXXX bank, while compounding interest and claiming that the account is weeks in arrears. Its behavior is beyond the pale, it is a long-time repeat offender and the CFPB 's past sanctions, including, perhaps, at least one settlement agreement, have not stopped its outrageous, illegal piracy of my brothers limited funds.
Mr. Cooper rejected electronic payments sent from my brothers account at XXXX on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and it probably will reject one sent on XX/XX/XXXX of this year. Additionally, it refused more than once to accept payment for an annual premium for its insurance on the property and has fraudulently mishandled the escrow account it put on his account, despite the fact that his property taxes have always been paid by him, usually well in advance of their due dates, while it accepted payments in past years to pay for its insurance premiums and misapplied these as well. For two decades or more, my brother has always paid his mortgage payment ahead of time through electronic payments. This continued until Mr. Cooper started rejecting 3 different kinds of payments from him ( credit card for the insurance premium ; electronic funds transfer for monthly payments and a paper bank check that was sent after this company rejected the first two means of payment ).
All accounts at Mr. Cooper should be overseen by a court-appointed conservator ; it should be stopped from acquiring any more loans ; loans it has should be taken from it and assigned to the conservator, and the CFPB should remove it from the mortgage servicing market. It has had far too long to prey on the unsuspecting public.
The CFPB should conduct an immediate audit of my brothers mortgage loan account and force Mr. Cooper to pay restitution to him for illicit gains, excessive and unwarranted fees and penalties and all the illicit gains it has taken from my brother. It should also pay him for the enormous, multi-year abuse, duress and suffering it has caused him.
|
01/30/2019 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account information incorrect
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|
Web |
Older American |
XXXX XXXX, XXXX First of all, thank you, whom ever is reading this. I truly appreciate your service to the people of this country. Here is my complaint : Nation Star reported two allegedly delinquent payments for XXXX and XXXX XXXX to the 3 credit reporting companies related to my mortgage ; Mr. Cooper-Nation Star refused to remove the erroneous reports despite my efforts. The facts : Nation Star obstructed acceptance of my only remaining mortgage payment due on XX/XX/XXXX by failing to draw an ACH payment as it has done for many months. There was no second overdue payment : Nation Star drew the last and only remaining XXXX payment via ACH payment on XXXX XXXX and this completed all payments due ( See Doc. # 2 attached, my XXXX XXXX statement ). Nation Star is therefore responsible for the alleged delinquencies reported to 3 credit rating companies. Please see the attached email from Mr. XXXX XXXX of Nation Star ( Document # 1., XXXX XXXX, XXXX XXXX wherein he affirms that after reviewing the records it does appear that the ( Nation Star ) credit team disregarded the credit correction I submitted for you. He continues : I am reaching out to the head of the credit team to request that we adjust the credit hit since it was our error that caused the payoff to fall late. Nation Star never made the correction. I have already filed two complaints with XXXX about the alleged delinquencies. They remain on all three of my credit reports. FYI : I must offer some history of the details : On XX/XX/XXXX, Nation Star mailed me a notice of payment due for two months mortgage due on XXXX XXXX, XXXX ( which I received on or about XXXX XXXX for {$2400.00} ). Only one month was due to close the mortgage ( for approximately {$870.00}, which was paid on XXXX XXXX with an ( unjustified ) late fee added totaling {$890.00} ) See Doc. # 2, my XXXX XXXX report for XXXX XXXX, XXXX. The billed {$2400.00} figure included an escrow payment already paid by that time and eventually refunded to me. Clearly, Nation Star accounting is incompetent. Furthermore, because Nation Star had drawn ACH payments from my bank for months, I assumed Nation Star would continue to do so for my last mortgage payment due XX/XX/XXXX. I called immediately on or about XXXX, XXXX ( upon receiving the erroneous payment overdue notice ) and spoke to Nation Star representative XXXX XXXX who informed me that Nation Star does not accept ACH payments for the last pay-off mortgage payment if the mortgage closing date precedes the ACH pay-off date. Nation Star never sent me any information or disclosure concerning this payoff strategy ; XXXX agreed that the normal industry standard would be to provide the consumer with 30 days written notice. I would have complied without difficulty had I been notified of this policy.
( Subsequently, XXXX supervisor stated that the company made 3 robot call warnings to me, which I never received. My telephone likely identified the calls as SPAM ; phone calls do not qualify as a proper disclosure ). When speaking with Mr. XXXX on XXXX XXXX, I arranged to pay the last XXXX payment immediately via ACH ( see Doc. # 2. XXXX XXXX statement showing an XXXX XXXX final payment plus unjustified late fee ) to Nation Star ). Mr. XXXX stated that he would see to it that Nation Star would not send delinquent reports to credit reporting agencies. Nonetheless, Nation Star did so and now refuses to remove the record of two alleged delinquent payments. I made several phone calls and have several emails documenting my complaint to them. On XXXX XXXX, XXXX, Nation Star wrote to me stating they would address my complaint within 30 days re : their credit reporting in accordance with RESPA. ( See Document # 4 ). They never fulfilled their legal obligation to do so. Therefore I filed complaints with XXXX in XXXX and XXXX and made several phone calls and emails to Nation Star. As a result, the incorrect information Nation Star also submitted to XXXX and possibly to the other two companies stating that my mortgage was not paid off ( which it was ) was removed BUT the claim that I was delinquent for two months remains. Failure to remove this incorrect information means that Nation Star is causing me financial damages FOR ERRORS NATION STAR MADE. During XXXX and later, as a result of their erroneous reporting, my credit rating tumbled from around 830 to around 740 and below as a result of Nation Stars report of negative, alleged delinquencies. My XXXX report tells me that this happened because of the 2 delinquent payments on my report. I see from your web site that many others have complained about this bank and its credit reporting practices. I have spent hours dealing with Nation Star. This is not fair or legal. Please help!
Encl : Document # 1 : email from XXXX of Nation Star, XXXX XXXX, XXXX Document # XXXX ( XXXX pages ) XXXX XXXX, ACH XXXX XXXX, my final mortgage payment drawn by Nation Star on XXXX XXXX, XXXX Document # 3 ( 2 pages ) Mortgage Release, dated XXXX XXXX, XXXX Document # 4 ( 2 pages ) XX/XX/XXXX from Nation Star, promising to respond to my complaint within 30 days re : their credit reporting in accordance with RESPA.
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05/04/2023 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
Servicemember |
Good Day, I am writing this letter as I was recently approved for a trial loan modification plan with Mr. Cooper but was subsequently rejected without proper notice.
I was impacted by the XXXX pandemic and lost my job as of XXXX. I was receiving unemployment so I was still able to make my mortgage payment up until about XXXX of XXXX. My lender offered me a XXXX relief forbearance which would last 3 months and I accepted. They advised that mitigation /workout options would be available to me once that period ended and/or that I could request an additional 3 months.
The period ended but I had received new employment with the XXXX XXXX and my husband and I are more than able to make or monthly mortgage payment at this time. However, I was also playing catch up with my other financial obligations. Therefore, I requested an additional 3 months of the XXXX pandemic plan that my lender was offering.
When that plan ended, I called Mr. Cooper on XX/XX/XXXX to discuss my workout options. I could not afford the reinstatement request at the time, so I requested a modification over the phone. The rep advised that she would mail the application, but it was never received. I went back into my account and the application was there to fill out on XX/XX/XXXX. I completed those forms and sent them in immediately.
On XX/XX/XXXX, we received an internal mod letter dated XX/XX/XXXX stating Because no additional documentation is required from you for us to conduct our review, your application is complete as of the date you requested post-pandemic relief, XXXX
Uploaded to our portal on the same date ( XX/XX/XXXX ) was an internal mod missing docs letter, dated XXXX This letter mentioned that everything was received on XXXX but they needed 30 days consecutive paystubs for my husband ( co-borrower ). I called in and was informed that they need clarification on the frequency of his paychecks, being that he worked for a school district. That representative told me to email XXXX, the following message, Borrower 1 gets paid on the first and the XXXX of the month. He works for the school district but gets paid 12 months throughout the year. I sent that back same day and called back as a follow up on XX/XX/XXXX. That rep advised that she did not receive anything and for me to resend that information. Opposed to the previous rep asking me to sent the quoted statement in the body of the email, this rep told me to send it in a PDF. I attached that PDF stating the same XXXX.
I then received another Internal Mod Missing Docs letter on XX/XX/XXXX. I called them on XX/XX/XXXX to follow up and they confirmed receipt of the second email I sent.
On XXXX, I received another Internal Mod Letter stating, Because no additional documentation is required from you for us to conduct our review, your application is complete as of the date you requested post-pandemic relief, XXXX That same day, I received another Internal Mod Letter stating, your application was deemed to be on XXXX
On XXXX I received the Modification FHA Trial Agreement. Stating that I needed to call in by XXXX to accept the trial payment and send the first payment of {$1200.00} sometime in the month of XX/XX/XXXX. The next {$1200.00} would be due in XXXX and XXXX of XXXX. I called in that same day XXXX to ask questions regarding the terms of the modification and decided to proceed. I received the same exact Trial Agreement on XXXX I called back in on XX/XX/XXXX just to confirm that they received my verbal agreement that I was accepting the plan.
On XX/XX/XXXX, I missed a call from Mr. Cooper because I was working but I called them back only to be advised that the trial agreement that I had consented to, was null and void. The advised me that the entire process had been rejected. I had to disconnect the call to attend to work, but I called back in about 20 minutes to verify where I stood with my mortgage. The new rep confirmed that it had been rejected, as the last rep stated due to the Affordability Questionnaire not being completed in the trial review I was approved for. When I asked, why this was missed, she advised that the document is something new that rolled out a couple weeks ago. 2 weeks from today would be XXXX My trial plan was sent on XXXX
I was transferred to a supervisor to discuss the situation and she confirmed that this was a new requirement and that they could have done a better job in advising us of this before sending out a trial doc and/or could have called us prior to advise.
At this stage, they are trying to review me again for another hardship review ( could take 30+ days ) and I could possibly be denied. Not to mention, the first rep I spoke to today XX/XX/XXXX, said that Im 8 months behind so I dont qualify for a reinstatement or payment plan. So now, I dont really have much recourse to help bring my loan current and make my contractual payment going forward. If they deny me for this new review of a modification and deny me, I have no other mitigation options other than deed- in lieu or short sale, as explained to me today and I don't want to lose my primary residence. My husband and XXXX kids love this home.
|
05/13/2021 |
Yes |
|
- Trouble during payment process
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|
Web |
|
Dear Mr. Cooper, Your response to the administrative procedure letter dated XX/XX/XXXX, aka CFPB complaint XXXX is both false and unacceptable. Upon reviewing the response provided to the CFPB by Mr. Cooper representative XXXX XXXX, I contacted XXXX XXXX. XXXX XXXX has stated they do not own the mortgage or the note. Mr. Cooper has stated in multiple documents that XXXX XXXX owns the mortgage and the note and even stated that XXXX XXXX was the holder in due course of the mortgage and the note. XXXX XXXX is not the owner of the mortgage or the note. I have attached the emails to and from XXXX XXXX which show XXXX XXXX is disputing Nationstar Mortgage XXXX dba Mr. Cooper in its claim that Fannie Mae owns the mortgage and the note.
Nationstar Mortgage, XXXX has not provided the accounting ledger or the loan history from XXXX to the present. Nationstar Mortgage, XXXX has not proven any debt exists. Nationstar Mortgage, XXXX DID NOT hold the mortgage or the note when it filed a claim and wrongful foreclosure suit against me. The assignment of mortgage recorded by Nationstar Mortgage, XXXX was recorded FIVE DAYS AFTER the suit was filed for the SOLE PURPOSE of foreclosing.
Article 9 requires the holder of the mortgage to be the owner of the debt as a condition precedent to enforcement of the mortgage. If the foreclosing party does not own the debt, the foreclosing party does not have the right to enforce the XXXX ) A party must prove it has standing to bring a mortgage foreclosure complaint by establishing an assignment or equitable transfer of the note and mortgage prior to instituting the complaint. XXXX XXXX XXXX XXXX XXXX XXXX. XXXX XXXX XXXX XXXXXXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX ). Nationstar Mortgage, XXXX can not and did not prove standing. There was no equitable transfer of the note and mortgage to Nationstar Mortgage, XXXX by ANY PARTY.
A mortgage has to be properly assigned to the named Trust in the following sequence : A ) Assignment from the originator who funded the loan, to the Sponsor. B ) Assignment from the Sponsor to the depositor. The sponsor is the party who organized the securitization process. C ) Assignment from the depositor to the trust. Which of these does Nationstar Mortgage, XXXX claim to be.
XXXX XXXX response by XXXX XXXX to CFPB complaint XXXX states Mr. Cooper refutes any and all allegations of a wrongful foreclosure action as we can confirm that our servicing of the account was in accordance with all state and federal laws, as well as the terms outlined in the Note and Deed of Trust. While we regret that you remain dissatisfied with our previous responses sent, our position remains unchanged. Under Federal law, a servicer must be collecting and distributing the payments to the OWNER of the mortgage and note. Who was Nationstar Mortgage, XXXX collecting payments for? XXXX XXXX is NOT the OWNER of the mortgage or the note. Therefore, servicing errors DID occur and Nationstar Mortgage, XXXX was collecting payments and not distributing the payments to the lawful owner of the mortgage and the note.
The assignment of mortgage provided by Nationstar Mortgage, XXXX in the CFPB complaint XXXX is null and void. The assignment to XXXX XXXX XXXX XXXX XXXX XXXX was declared null and void, therefore, any assignment from XXXX XXXX XXXX XXXX XXXX XXXX to another party is null and void. XXXX XXXXXXXX XXXX XXXX, XXXX can not assign a mortgage to another party which it has no interest in. XXXX XXXX XXXX XXXX XXXX is not the owner of the mortgage or the note, has no interest to assign or transfer in the mortgage or the note. XXXX XXXX XXXX XXXX, XXXX was not acting in a NOMINEE capacity for another party because no party exists. Nationstar Mortgage, XXXX employees prepared, executed and recorded the assignment. Nationstar Mortgage, XXXX can not act as both assignor and assignee and can not assign a mortgage to itself from a party that did not have legal capacity to transfer ownership.
Nationstar Mortgage, XXXX can & will be held liable for its actions against the homeowner. Nationstar Mortgage, XXXX failed to provide a point for point response to the administrative procedures act letter. Nationstar Mortgage, XXXX, through its employees has continued to commit perjury and has refused to provide or offer an acceptable solution in regards to the wrongful foreclosure. Collecting payments on a debt which does not exist and stating the mortgage and note are owned by XXXX XXXX is unjust enrichment, thefy of property is a criminal act.
I have attempted to resolve these matters according to the administrative procedures act and Nationstar Mortgage, XXXX has continued to provide me with evidence of perjury and theft.
First and foremost, I want the title returned to me. The only other solution to remedy the theft of title is A. ) for Nationstar Mortgage XXXX to refund every single penny taken from the homeowners, which was taken under false pretense that XXXX XXXX owns the mortgage and the note, which they do not. B ) Pay me triple damages for the injury caused by Nationstar Mortgage, XXXX to the homeowner. That is my final offer.
|
12/01/2021 |
Yes |
- Mortgage
- Other type of mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
|
Been a nightmare from the beginning with MR. Cooper Mortgage Company ( formally known as Nationstar ), here is the full nightmare : I would post pics but it has a bunch of my personal info on it.
XXXX/XXXX/2021 - Started the refinancing process with a home equity loan with XXXX XXXX. He contacted me a few times that week to get everything going, and I sent him for what he asked. Didn't hear from him for a couple weeks. Reached out to multiple people, including his XXXX XXXX ( I think name was ) and no responses.
XXXX/XXXX/2021 - Reached out AGAIN to XXXX to check in what is going on with everything and got an auto response saying out of office until XX/XX//2021 and contact XXXX XXXX. Emailed and called him, no response.
XX/XX/XXXX- He reached back and said he was on vacation and forgot to turn my application in said ( as per recorded line for insurance purposes. ) And apologized and asked if I wanted to start again so I said yes. ( Red Flag right off the bat. ) Little back and forth getting all the documents needed locked in at a 3.75 % for 30Year.
XX/XX/2021 - He reached out to me to get the appraisal going, {$500.00} out of pocket. Around this time he also had XXXX XXXX reach out to me. XXXX told me don't pay it until I know I'm approved so didn't order yet.
XXXX2021- Still trying to get info about if I ' approved to get the appraisal.
XXXX/XXXX/2021 - Still trying to get info on when to order the appraisal, wasn't going to get until I was approved so I didn't waste money. Sent a few documents to XXXX during these times. During this date also told me in email my loan is conditionally approved and now is a good time to order appraisal. Was also told during ( phone calls on recorded line ) that this is only thing holding it up.
Communication here starts getting bad with everyone involved.
Problem after problem starts occurring, and the underwriter keeps asking for one piece of info every week, instead of giving a list of things needed.
So many things here start to go wrong. Several kickbacks. I sent everything needed. Keep getting told we are closing soon.
XXXXXXXX XXXX Lot happens here. Told the XXXX won't sign off because I'm in the middle of settling a payment plan with IRS and that if I can SHOW PROOF that I have the funds to pay it off, then it will be no problem. I go to bank get my checking account ( bank wouldn't print current balance but sent a screenshot with it even though it did nothing ) and also got statements from my savings account. I have multiple people on my accounts incase anything happens to me they can get to the money. On XXXX/XXXX/2021 was told I was good, I had the bank statements, a written letter and all the people on my account signed saying I have permission to use these funds, as well as a written and signed letter from my bank with a letterhead on it. Was told this was good to go!
During the month little more back and forth to try and get everythng going.
XX/XX/XXXX XXXX reached out to make sure she had the right creditors we were paying off, they were all wrong so we got them straightened away.
XX/XX/2021 Was told by email that the underwriter reviewed my file and is ready to sign off for us. She asked for a copy of the very last paystub from company " X ''. XXXX found it and set it over, should be good to go!
XX/XX/XXXX I reached out and asked what was going on, and now there was an issue with the bank statements now. Only was told I had to show proof so I had proof of covering what I owed the IRS while there was a settlement being taken place. Now the XXXX is back peddling on something they already approved.
-A couple days prior I received letter from IRS with payment plan implemented and so I sent them over to XXXX XXXX
XX/XX/XXXXI reached out to see what was going on. She called me back after not answering for a few calls. She told me I was approved!!! And we were closing on MondayXX/XX/XXXX since everyone will be out of office for the holiday. ( Per recorded line for insurance purposes. ) I understood this and was just glad this nightmare was about to be over.
XX/XX/XXXX- The day comes to close, no one reaches out to me, so I tried called XXXX and XXXX, no answers. XX/XX/XXXX I try calling again and no answers after leaving messages. Today XX/XX/2021 I called a few times again, left messages so I can close. Emailed XXXX and she emailed me at about XXXX saying she will call me asap working on a file. XXXX comes around no call, XXXX calls me. He said XXXX emailed him and said the XXXX won't sign off, now I have to make XXXX payments to the IRS in my new payment plan, which is XXXX months out, and then have to resubmit everything.
How can I be approved to close on XXXX/XXXX/2021 and now XXXX days after there is another delay?? I submitted everything and did everything write and the XXXXr is now toying with me and contradicting everything they approved to begin with. This is a quick summary of everything but has been nothing less than a nightmare!
Also when I signed my documents, it was 3.75 % I logged onto the website and it shows 4.125 % | 5.148, which is what was not agreed upon.
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12/06/2023 |
Yes |
|
- Struggling to pay mortgage
- Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
|
|
Web |
Servicemember |
We are again contacting XXXX to request a fair and legal trial payment plan because our former lender, Rushmore, didnt do it, such as forbearance, before considering a permanent loan modification. This will allow us to make reduced or no mortgage payments for a specific period to avoid foreclosure. We are referring to the foreclosure prevention alternatives notice under the California Civil Code and are committed to fulfilling our obligations. We would like to ask for a 30-day time frame to consider our options and avoid further delays. I want to make sure you know that the offer for the FHA XXXX Standalone Partial Claim that was sent on XX/XX/XXXX was not accepted, despite our repeated efforts to appeal it on XX/XX/XXXX and XX/XX/XXXX before the offer expired on XX/XX/XXXX. It's worth noting that they gave us only XXXX weeks to do the paperwork and get it notarized, even though during the first call on XXXX/XXXX/XXXX, the customer service representative assured us that we would have 30 days. Additionally, XXXX 's cyberattack made it extremely difficult to communicate with them, which only added to our frustration. It's unacceptable that this has happened twice now, first with Rushmore and their " transferred '' status and now with XXXX and their cyberattack. Many mistakes have been made for over a year, leading to an unfair foreclosure. The Rushmore and XXXX companies could have prevented this, which is why I am filing a complaint and appeal. I have presented all the written facts below and summarized them chronologically due to the large amount of support in the documentation. If you need to verify, I will present all of them if necessary. XXXX did not provide an apparent response to any of our loan applications. They only informed us twice that our applications were incomplete but have yet to give more feedback after completing them. Similarly, Rushmore did not offer any response either. Despite being requested to do so, XXXX has yet to respond to our complaint or the Consumer Financial Protection Bureau ( CFPB ). Additionally, XXXX did not respond to California Mortgage Relief when they attempted to contact them twice through the XXXX XXXX regarding our case. During the cyber-attacks, XXXX did not respond to customers for XXXX weeks. On XX/XX/XXXX, XXXX XXXX placed an order with XXXX XXXX XXXX XXXX XXXX and Election to sell under the deed of XXXX, with order number XXXX. The Declaration of Compliance was submitted, affirming that 30 days or more had passed since the initial contact was made. I am filing a formal complaint with XXXX regarding the information presented in this document. We request a trial payment plan, such as a forbearance, before being offered a permanent loan modification. XX/XX/XXXX : LoanCare letter/mail. Order number XXXX of a copy of the request by XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX and XXXX to sell under deed of trust on XX/XX/XXXX. The Declaration of Compliance declares that : XXXX. The mortgage servicer has contacted the XXXX pursuant to the California Civil Code, assess the Borrowers financial situation and explore options for the Borrower to avoid foreclosure. Thirty days or more have passed since the initial contact was made. To clarify, I am not the borrower of the XXXX loan or the former lender, Rushmore. I am XXXX of the co-trustees. It's been a while since we contacted them, and the last time was on XX/XX/XXXX when we spoke to them twice over the phone. My husband acted as the borrower, and I acted as a third party. The first call was for XXXX minutes at XXXX XXXX, and the second was for XXXX minutes at XXXX XXXX. During these calls, we agreed with the XXXX representative to send us another application by email. They sent us the application on XX/XX/XXXX, and we had 30 days to complete and submit the paperwork after they sent the package by mail ; it arrived on XX/XX/XXXX. We did not need to have any further contact with them. However, on XX/XX/XXXX, they requested a recording with bad intentions, which was less than 30 days since the last time. However, on XX/XX/XXXX, they asked for a recording with bad choices, which was less than 30 days since the last time we contacted them, and as I said, we needed to wait for the package to arrive to sign in if we accepted the offer. It's worth noting that we had made several unsuccessful attempts to contact XXXX and Rushmore months before. XXXX and Rushmore seemed only interested in eliminating the special trust and sending us to foreclosure immediately. Additionally, pursuant to the California Civil Code, to include all updates effective XX/XX/XXXX. XXXX. The mortgage service has not denied the borrower a forbearance request on or after XX/XX/XXXX. XXXX never gave us a definite response via letter or email regarding the approval or denial of our applications. However, they did communicate with us over the phone. They stated multiple times that they were unable to approve all our applications because we needed to eliminate the special trust first. It is very possible that this same reason was also responsible for Rushmore 's rejection.
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03/02/2021 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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On XX/XX/XXXX we called in to Mr.Copper customer care to follow up with our payments for the following month and one of their employees XXXX XXXX talked us into refinancing. We agreed to refinance and immediately she forwarded us an email with a link to start with the process. Later in the process, we were introduced to our mortgage refinance officer by the name of XXXX XXXX. He initiated rapport via phone call and promised that thats how we shall be communicating moving forward throughout the whole process inclusive of emails. He promised that he would be calling us on a week-to-week basis to give us an update on how far we are moving on with the process. He also stated that due to the pandemic they may be afew delays but we shall be closing by XXXX Later along the way into XXXX right before the holiday season, he called and said closing has been moved to sometime beginning of XXXX due to the busy holiday season. I asked him should we keep making payments and he advised yes. We continued to make our own time payments. Along the way communication was completely cut off. It was hard for us to get hold of the loan officer via phone call or even email as he wouldnt respond at all. I called customer care and he told me that he will get in touch. When he called me back he told me the delay was due to our title deed. Due to the fact that primary applicant on loan which was secured in XX/XX/XXXX got married XX/XX/XXXX. Therefore we had mentioned all these details and requested that refinance paperwork and deed should reflect new marital name. All required documentation for name change was forwarded inclusive of social security and marriage certificate. This loan officer later told us finally deed is out with all proper names and we shall be closing XX/XX/XXXX.
As always thats the last we heard from him and he went dead silent. XX/XX/XXXX came and there was no communication. As always we took the initiative to call the company and follow up on whats causing delay with our closing and the whole process. No one would give us a clear answer instead they would forward our call to multiple people who kept playing cat and mouse games and the final person told me the refinance department is a whole XXXX XXXX, there is nothing they can do for me as customer care. After staying on phone for 49 minutes on XX/XX/XXXX I went ahead and sent out an email to XXXX XXXX and XXXX XXXX and still got no response.
On XX/XX/XXXX we called in to Mr.Copper customer care to follow up with our payments for the following month and one of their employees XXXX XXXX talked us into refinancing. We agreed to refinance and immediately she forwarded us an email with a link to start with the process. Later in the process, we were introduced to our mortgage refinance officer by the names of XXXX XXXX. He initiated rapport via phone call and promised that thats how we shall be communicating moving forward through out the whole process inclusive of emails. He promised that he would be calling us on a week to week basis to give us an update on how far we are moving on with the process. He also stated that due to the pandemic they may be afew delays but we shall be closing by XXXX Later along the way into XXXX right before the holiday season, he called and said closing has been moved to sometime beginning of XXXX due to the busy holiday season. I asked him should we keep making payments and he advised yes. We continued to make our own time payments. Along the way communication was completely cut off. It was hard for us to get hold of the loan officer via phone call or even email as he wouldnt respond at all. I called customer care and he told me that he will get in touch. When he called me back he told me the delay was due to our title deed. Due to the fact that primary applicant on loan which was secured in XX/XX/XXXX got married XX/XX/XXXX. Therefore we had mentioned all these details and requested that refinance paperwork and deed should reflect new marital name. All required documentation for name change was forwarded inclusive of social security and marriage certificate. This loan officer later told us finally deed is out with all proper names and we shall be closing XX/XX/XXXX.
As always thats the last we heard from him and he went dead silent. XX/XX/XXXX came and there was no communication. As always we took the initiative to call the company and follow up on whats causing delay with our closing and the whole process. No one would give us a clear answer instead they would forward our call to multiple people who kept playing cat and mouse games and the final person told me the refinance department is a whole XXXX XXXX, there is nothing they can do for me as customer care. After staying on phone for 49 minutes on XX/XX/XXXX I went ahead and sent out an email to XXXX XXXX and XXXX XXXX and still got no response.The company has resorted to not responding and our phone call and as soon they here about us when some picks up they hung up.This Is a deliberate effect to keeps has hostage as rate lock expires so that they can push a higher interest rate
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07/10/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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On XX/XX/20, I spoke with an agent, XXXX XXXX, and was told that that interest rate for my loan would be 2.5 % with 1 point and no appraisal fee. Instead, I was sent an estimate that included the appraisal fee.
On XX/XX/20, I again questioned the appraisal fee and was told it would be removed and we discussed I had received another refinancing offer. The agent said she would save me about {$1500.00} from another lender 's quote. I sent them information from the other lender and asked her to let me know if she needed more information. Following this call, I continued to ask for a closing cost estimate or to let me know any other information was needed. I did not have any reply until XX/XX/20.
On XX/XX/20, I was asked to submit other information from the other lender so Mr. Cooper could be competitive and was again assured the appraisal fee would be removed. I emailed them the requested information t within 45 minutes of this request. Following this call, I continued to ask for the closing cost estimate by leaving several messages and emails. I received no information for the next four days.
On XX/XX/20, in response to my emails and messages, the agent emailed me, saying I would receive the closing estimate by " tomorrow morning '' on XX/XX/20.
On XX/XX/20, I continued to ask for the closing estimate and did not receive anything until early evening. This estimate indicates that the rate was 2.375 % with .79 points, but the appraisal fee was still showing as a cost. Later that evening, at XXXX XXXX, the agent emailed me saying " We can get this started pretty quickly since we were also able to waive the appraisal. Is there a good time to talk tomorrow to answer any questions you may have? '' On XX/XX/20, I called and emailed the agent asking her to me call me about the closing estimate having the appraisal fee. I did not receive any call until around XXXX XXXX. The agent apologized for all the delays and said she had been experiencing technology issues. She then told me the appraisal fee would be removed from the estimate dated XX/XX/20 and that I and my husband needed to use the last four digits of my SSN and authorize my electronic signatures included with the XX/XX/20 email so she could then send me the closing estimate with the removal of the appraisal fee. For the first time, the agent asked that we send our W2s and last 2 paycheck stubs that evening. I explained this was the first time we had been told about her need for these documents and asked whether I needed to try to reach my office manager at home since our office was closed for the XX/XX/XXXX holiday and not reopen on Monday, XX/XX/XXXX. The agent said she would check and call us back immediately if I needed to call my office manager to get this information to her that evening. She also stated she would send us the corrected estimate ( removing the appraisal fee from the estimate ) that evening as soon we were able to authorize our electronic signature requests. As soon as concluded our call, I was able to use the email to authorize my electronic signature, but the email did not contain anywhere to enter my husband 's SSN to authorize his electronic signature. I immediately called back and also emailed the agent notifying her of this issue and asked her to call me back. Although I continued to call and email the agent, leave messages with her supervisors and others, I did not receive any further communications from anyone until the evening of XX/XX/20.
On XX/XX/20, at approximately XXXX XXXX, I received an email containing a closing cost estimate, but this estimate still did not have the appraisal fee removed AND it increased the points from .79 to .99. I emailed and left messages for the agent, her supervisor and others on this issue and asked whether they needed other information from me and how to deal with the electronic s/s issue.
On XX/XX/20, the agent called and again explained they were having " technology issues '' and had no access to voice mails or emails. The agent said she was working on correcting the estimate and would get the information to by XXXX XXXX EST. After XXXX XXXX EST, the agent called back and said she could not issue the promised closing cost estimate with the .79 points and no appraisal fee, because I was " too late ''. I asked to speak to her supervisor ( XXXX XXXX ). XXXX XXXX again confirmed all had been experiencing technology issues, having no or very limited access to emails and voice mails. He also said if it was his decision, they would issue have issued the promised closing cost estimate with the .79 points and no appraisal fee, but the " pricing team '' would not do so. I then asked to speak to the " decision maker '' and was told his supervisor, XXXX XXXX, would call me. I have left messages with XXXX XXXX and have not heard from him.
I have copies of the emails between myself and Mr. Cooper and their agents, but also believe that Mr. Cooper has the same information. If not, I can share the information, but do want this published as some of the information has personal information.
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05/16/2023 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
Mr.Cooper mortgage company took over my mortgage XX/XX/XXXX. My payments continued on automatic payment on the 3rd of each month. Sometime in XXXX or XX/XX/XXXX I noted that my credit score decreased and upon looking into it I noted that Mr.Cooper had reported that I did not make my mortgage payment in XX/XX/XXXX or XX/XX/XXXX. I went to my bank account to check and it showed that my payment had been paid. I sent in a dispute assuming this would be fixed.
After 4-6 weeks I noted that the dispute was returned and Mr. Cooper continued that my payments were not paid. I called Mr. Cooper on XX/XX/XXXX and the customer service agent stated that my payments had gone up to put money in escrow for taxes. I explained that Michigan does not charge property tax to 100 % XXXX veterans and that we had sent in the paperwork and was making the same payment all year. I asked why no one had contacted me and she stated they had called multiple times. They were calling a number we did not have after buying this current home and gave her my new number. After going into detail the agent stated that she would send the issue forward and I should hear from someone in 3-5 business days.
On XX/XX/XXXX I called Mr. Cooper again as I had not heard anything from them. The agent that took my call stated that my case had been reviewed and that Mr.Cooper was correct and I needed to catch up on my mortgage payments and pay the late fees that were owed. I asked to speak to someone above her, or other department who could help me. The man that I then spoke with was rude and stated that all I could do was send an email to a different department and they would get back to me. I sent the email the next morning and their reply was for me to FAX or post mail of the documents. I then faxed them both the XXXX & XXXX tax exemption documents from our township.
On XX/XX/XXXX I again called Mr Cooper to talk about taking the Non-payment reports off my credit report and that I had received a check from Mr.Cooper for {$1600.00} stating that it was the overage I paid to escrow incorrectly. I explained that I had not cashed the check and did not want to because all I wanted was my account to show current and to fix my credit report as this is costing me a lot of money for a horrible credit score. The agent told me that if I paid the outstanding amount of {$260.00} and brought my account current that she could go in and fix the late fees and my credit report. I had already paid my XXXX payment that day and then also paid the {$260.00}. She stated that I could go ahead and cash the check that it would not affect the outcome. We ended our call and I felt very relieved that this was finally being fixed. She did say that it could take up to a month for the credit report to be corrected.
On XX/XX/XXXX I received 2 letters from Mr Cooper, one showing that we are tax exempt for XXXX and the other stating that I needed to pay an additional {$260.00} and owed a total of {$410.00} to bring my account current. I planned to call first thing on XX/XX/XXXX to talk with them again but before I could call I received a call from Mr. Cooper stating that I owed tax money. I was extremely upset and asked to be transferred to someone other than payments as he could not help me. He transferred me to XXXX, she was very unhelpful and would not listen to what I was asking and saying. She just kept repeating that they only had a single sheet of paper regarding my loan. She again stated that they tried to call my old phone number multiple times, this is a nonworking number to this day, so no message was left and they made no attempt to get my information. She insisted that they received a tax bill from my township and that I had to pay the money and that they would not take the non-payments off my credit records. She even did a conference call to my bank and they told her my payments were made each month as usual.
I was very angry and upset that she continued to say the same things and that I should have paid the higher payments even though I wasn't aware of them. She insisted repeatedly that my township sent a tax bill in XXXX.
After our call ended with no help or resolution I called my township to double check and they stated that they showed our exempt status and that all we owed this year is {$35.00} for a special assessment. They also stated that they do not send out tax bills in XXXX, and did not send one for us.
All I want is to have my non-payments off my credit report. I can't believe that a company can run like this and that you could obtain my mortgage, without us getting a say so because we just have to take whatever anyone does, and only have a single sheet of paper with old information and no current XXXX data and forms.
If I could have my mortgage sold to any other company I would. I can't even use the Mr.Cooper website, my loan still shows through XXXX mortgage. What a shabby business. I feel like I am being put through XXXX. My veteran husband served 2 tours in XXXX, is currently on XXXX from it, and this is how we are treated.
Shameful.
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07/15/2021 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
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- Trouble during payment process
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Web |
Older American |
I was given a Line Of Credit through XXXX XXXX XXXX on XX/XX/XXXX after trying to consolidate my bills with them. I am an elderly woman XXXX years old and I guess I didn't understand what happened. My home was paid for by my son before receiving the card they gave me for {$50000.00}. XXXX XXXX XXXX used my home as collateral, which I didn't want to do, but they said I had to for the consolidation to take place. I used about {$7000.00} off the card and paid minimum payments, but never missed a payment. It is still showing from an online statement I had my friend print out on XX/XX/XXXX as having a balance of {$5600.00}. After a few months I started getting letters to foreclose if the balance wasn't paid in full. I learned they had put my house in the newspaper from my son who was told by a friend and he moved back home with me to see what was going on. XXXX XXXX XXXX sold my account to Nationstar. My son helped me file Bankruptcy sometime around XX/XX/XXXX I believe, and paid them out of his pocket.The attorney XXXX XXXX in XXXX handled it. It took five years to pay what I thought was for my creditors consolidation, and to stop foreclosure caused by not paying the full balance every month on the card which I only used {$7000.00} or less, but because it was my house used as collateral, they found an easy way to foreclose on it. I didn't understand at the time if I only made minimum payments, they could default the loan and request full payment or put the house in foreclosure. I received the final cure payment notice on XX/XX/XXXX. My son helped me pay {$1100.00} a month for five years and now I have a paid in full statement from Nationstar. As soon as I thought it was over, around XX/XX/XXXX, Mr. Cooper started sending me a statement for over {$19000.00} threatening foreclosure and Specialized Servicing for over {$5000.00}. XXXX XXXX XXXX sold servicing to them in XXXX. It's very confusing because I remember receiving statements from Mr. Cooper back in XX/XX/XXXX labeled Mortgage payoff statement and the payment due date was XX/XX/XXXX. The total amount to pay the loan in full then thru XX/XX/XXXX was {$33000.00}. I never had creditors that were even close to that kind of money put together. How did that type of money come about. My home was paid for during my son 's last two years of Military service, so there was no Mortgage payments. All I should have had to pay was for the line of credit full amount of a little over {$7000.00} plus interest, my creditors consolidation which I asked XXXX XXXX XXXX to handle for me, for which I was given the {$50000.00} card that came in the mail, and the servicing of the account. Where did {$66000.00} come from because that's what we have ended up paying and they're still threatening us to pay more from these two companies. For What! I have had a XXXX in the past and all this is stressing me out and I don't want to have another. I get {$700.00} a month. If it weren't for my son, I couldn't do it. Why am I still paying these people for a mortgage that never was, only as collateral, and servicing when the account is paid in full. I don't understand a lot, and my friend is helping me contact you. She has been a blessing to me. She found online about the lawsuits against Nationstar/Mr. Cooper and said it sounds like fraud. I don't even know how I was even charged over {$66000.00} and they are still threatening to take my house. My son just sent Mr. Cooper more money last month and this month to prevent that from happening because we don't know what to do. We can't keep paying these people and we shouldn't owe anything at all. There is no account to be serviced, it is paid in full, so what are they servicing. They had been paying Hazard Insurance and taxes, which I understand, and I see where they paid Flood Insurance, but my son just took out a Flood Insurance Policy also. Nationstar is the same as Mr. Cooper, so how can they collect in both names. I can't seem to get an understanding from them. I took the statement from Mr. Cooper to XXXX XXXX the Bankruptcy Attorney who handled my payments to Nationstar sometime in XXXX, and she told me if I get any more tear them up because I am paid in full. I'm afraid to not pay due to the foreclosure threats. My son sent a payment in both XXXX and XXXX I think it was. {$1500.00} one payment and about {$1000.00} I believe before that.. You will be corresponding with me through my friend who has a computer and is very knowledgeable. I feel we have been frauded out of a lot of money. They keep sending them and threatening foreclosure. What can I do. It's getting unbearable. I haven't had a day of peace since I received my paid in full statement from Nationstar. I had my friend help me send a message online to Mr. Cooper and as of XX/XX/XXXX I believe, but have no response. I received a call from a gentleman yesterday who said he was from Mr. Cooper and he would be calling me today XX/XX/XXXX and putting my son and I on a three way with my friend who helps me to explain and answer any questions. Noone called yet.
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11/21/2020 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
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Web |
Older American |
PLEASE, PLEASE READ CAREFULLY AND HELP US RE : Mortgage Title Company and Bank Error Causing Personal Devastation and Could Result in the Loss of Our Home.
Parties involved in complaint : 1 ) XXXX XXXX XXXX XXXX, A XXXX XXXX XXXX XXXX ; ( XXXX XXXX ), successor to XXXX XXXX XXXX XXXX XXXX ( XXXX XXXX ).
2 ) XXXX XXXX XXXX XXXX XXXX ( XXXX XXXX ).
3 ) XXXX XXXX XXXX XXXX ( XXXX XXXX ).
4 ) XXXX XXXX XXXX XXXX, XXXX. ( XXXX ), successor to XXXX XXXX XXXX, XXXX ( XXXX ).
5 ) Nationstar Mortgage LLC, d/b/a Mr. Cooper ( Nationstar ), successor to Mortgage Electronic Registration Systems ( MERS ), successor to XXXX XXXX XXXX XXXX ( XXXX ), successor to XXXX XXXX ( XXXX ), successor to XXXX XXXX XXXX XXXX XXXX. An Arizona XXXX ( XXXX ).
6 ) XXXX XXXX XXXX, A XXXX XXXX XXXX XXXX ( XXXX XXXX ), successor to XXXX XXXX XXXX XXXX XXXX ( XXXX XXXX ).
Parties involved, but no longer in business : 1 ) XXXX XXXX XXXX XXXX XXXX ( XXXX XXXX ).
2 ) XXXX XXXX XXXX, XXXX ( XXXX ).
3 ) XXXX XXXX XXXX XXXX XXXX ( XXXX XXXX ).
4 ) XXXX XXXX ( XXXX ).
This issue is regarding our lengthy and unsuccessful efforts for correction of a major error in title that occurred at the closing of a refinance of our home in XXXX by XXXX XXXX and the bank at that time, XXXX. They failed in their duty to cause our new mortgage Deed of Trust to be filed in the Arizona XXXX County Recorders Office in valid 1st position, free from liens, encumbrances, easements, encroachments and other title matters as required by the Specific Closing Instructions of Chambers. They neglected to obtain the proper documents required and the previous loan was never released or closed. These failures created a chain of events that have resulted in catastrophic financial damage for us and could result in the loss of our home.
XXXX XXXX, in all documents ( see attached ) certified, and guaranteed they had obtained the Deed of Release and Reconveyance releasing the XXXX Deed of Trust and closed the account as requested in all closing instructions. In reality, these commitments were not fulfilled, leaving the old XXXX XXXX Equity Manager Home Equity Line of Credit Agreement open and in 1st position. Over the years of the banking chaos and closures, that XXXX loan account resurfaced and has blocked our efforts of refinancing that would allow us to save significantly with lower interest rates.
This error in title is causing devastating loss for us. We have fought this battle for years, since it was discovered in XXXX with our first failed refinance attempt since the XXXX XXXX refinance, but to no avail. Please refer to the attached supporting documentation and chronological list of events for a detailed description of what transpired. Please, review every detail carefully. We need your help.
We have contacted all parties involved multiple times by phone, email, and correspondence. We filed appeals with XXXX XXXX ; they are unwilling to assist us stating the XXXX XXXX we purchased only protects the lender, not the borrower. Our mortgage company, Nationstar, filed a title insurance claim with XXXX XXXX ; they did recognize the title chain error but deny the title insurance claim unless we default on our loan, even though the policy insures the Nationstar loans Deed of Trust to be a valid 1sts position lien, which it is not according to Arizona date of filing law. We filed a claim with the Arizona Department of Financial Institutions. They said we have a very good case for a civil lawsuit. We consulted four different attorneys and hired XXXX XXXX XXXX, XXXX. of XXXX XXXX XXXX to represent us in negotiation efforts. Mr. XXXX fought for us and our case for two years, but with no success.
We are a very hard-working middle-class couple quickly approaching our retirement years ; ages now XXXX and XXXX. Our hands are tied and our future uncertain because of the error made in title by the experts at our XXXX refinance that was closed through XXXX XXXX. Through no fault of our own, we are now unable to refinance our home for a substantially lower interest rate which would have allowed us the funds needed to pay down the loans. Those windows of opportunity have now closed. XXXX XXXX error has placed our mortgage in jeopardy, and no one will touch our loan because of the unclear title.
We have ALL documentation proving XXXX XXXX and XXXX mistakes. We have all closing documents of the XXXX XXXX refinance. We have copies of correspondence, emails, phone conversations, claims, and their responses. We can, and will, provide anything needed to help resolve this issue.
We realize this is lengthy, containing many documents and a great deal of information. But we implore you to please read every word in order to fully understand the chain of events that led to this calamity. It is vitally important in our efforts to save our home.
We have attached a chronological list of events, with descriptions of each event, along with supporting documents. There are 4 separate files attached totaling 69 pages.
We greatly appreciate your assistance.
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04/30/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Older American |
Nationstar aka Mr. Cooper Mortgage During the pandemic, I was in a forbearance arrangement with my lender, Nationstar/Mr. Cooper.
In XX/XX/XXXX, I was sent paperwork for a loan modification. I was excited to accept the terms, however, my loan still listed my ex-husband ( we divorced in XXXX ) who passed away in XXXX. I spoke with a representative who advised me of the process to make the necessary changes in their records.
I compiled the information and on XX/XX/XXXX, submitted requested documents to allow them to make the changes : Correct my name I attached the Final Judgment dated XX/XX/XXXX showing my maiden name was restored. Also attached was my current Florida Driver License with my restored name.
Remove co-borrower I attached the Quit Claim Deed signed by my ex-husband as part of our divorce in XXXX. I also indicated that he passed away in XXXX and since we had been divorced for nearly 20 years, I didnt have a copy of the death certificate.
Correct zip code I attached the property tax records indicating the corrected zip code. ( I later found out they will note it but wont change their records. ) Next week will be a full year that I have spent numerous hours on phone calls with them each call is no less than an hour because I cant speak with the same representative and they need to review all of the records. I was told numerous times that the matter was being escalated but I needed to be patient because of the backlog due to the volume created by the pandemic. During that time, I submitted the required trial payments as part of the process.
XXXX XXXX, XXXX : repeated calls for updates on the status of the modification.
XX/XX/XXXX : I re-submitted the above referenced supporting documents and asked for confirmation of receipt. ( 2nd time ) XX/XX/XXXX : they emailed confirmation of my request, but asked for documents for my name change, so I re-submitted the above referenced supporting documentation that same day. ( 3rd time ) XX/XX/XXXX : I was told they were asking for additional proof of my name change, but the representative was able to confirm that they had already received the documents I submitted 3 times. I was asked to make additional trial payments at a date to be determined and I agreed. I was forwarded modification documents by email, which were signed and returned via XXXX that same day.
XX/XX/XXXX : I was asked to make additional trial payments and I complied.
XX/XX/XXXX : I again asked for the status and when I could expect a resolution, but got no response.
XX/XX/XXXX : I was told that the modification had been rejected XX/XX/XXXX ( 4 months prior! ) The reason stated, Unfortunately, we must withdraw the agreement offered because we did not receive the properly executed copies as required. ( So, in all of the hours that I spent on the phone where I was asked to be patient and advised that the delay was due to the heavy backlog, none of the documents that were submitted were ever reviewed. ) Keep in mind that it was after the date of the rejection that I was sent documents to sign ( XX/XX/XXXX ) and asked to make additional trial payments ( XX/XX/XXXX ) and led to believe that there was a chance to have it approved.
There is never any way to speak with anyone in authority, but when I pressed them about the fact that I had complied with everything that was asked of me, I was told that they needed a copy of my ex-husband 's death certificate. This was the first time I had been asked to provide anything other than what I submitted XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX. I immediately went to the courthouse, obtained a copy of the death certificate, and submitted it that same day.
XX/XX/XXXX : I asked for an update and was told the previous offer would not be reinstated ( the rates have now doubled ) and I would need to submit another request, which I did that same day.
XX/XX/XXXX : The loan is now showing on my credit report as a foreclosure. I was told that I would need to go through another round of trial payments. I explained the situation and asked if they would remove the information from my credit report since I had complied with every request and didnt feel I should be penalized for their repeated mishandling but was told they would not remove it unless/until the new modification is approved. The new trial payments are scheduled for XXXX, XXXX, and XXXX. I asked if I could pay them in full now to expedite the process, but was told I couldnt.
I am a single parent, and, prior to the pandemic, I was able to pay all my bills in full. Since then, I have worked hard to recover from my financial problems and am still carrying large balances on my credit cards. I have spent a year trying to get this situation rectified, but I am being penalized because of their incompetence and inaction. They are forcing me to remain mired in these problems for at least another 4 months.
Please let me know if you need any copies of documentation or proof of my phone records. Any assistance or guidance you can provide would be greatly appreciated.
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01/15/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
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This is related to my personal residence. I have owned/lived in my home 16 years. My home is worth {$900000.00}. I have a first mortgage with XXXX XXXX XXXX outstanding of approximately {$300000.00}. I took out a second mortgage in XXXX with Nationstar/Mr. Cooper for {$150000.00}. I made every payment on time, electronically through my bank account. In XX/XX/XXXX, I made my payment to Mr. Cooper and it was returned. When I inquired as to " why '' they returned my payment, I was informed " your loan was a 15 year balloon has matured and you should have made arrangements to refinance. '' I asked " why did you not notify or inform me that it was about to mature so I could refinance? '' and they had no response. They offered to consider a " modification '' of my mortgage. That began a 90 day process where I sent them all income, credit info for them to " consider '' a modification. Mr. Cooper/Nationstar would not allow me to make a payment during this review period. I have all records and correspondence. I called them dozens of times for status and they kept putting me off. In XX/XX/XXXX they informed me that they were giving my mortgage over to XXXX XXXX XXXX XXXX XXXX allowed me to start making payments in XX/XX/XXXX. I made the payments on time every month. In XX/XX/XXXX, they notified me that I could no longer make a payment. They told me that my loan had matured and that I needed to pay off my {$98000.00} balance. I explained that I did not have the ability to pay {$98000.00} but that I could make my normal monthly payment, which reflected on their portal as " due '' in the amount of $ XXXX. On XX/XX/XXXX, they notified me that if I did not payoff my loan by XX/XX/XXXX that I was subject to foreclosure. They offered to consider a " modification '' ( exactly like Mr. Cooper/Nationstar offered ) and so I sent them ALL XXXX 's, tax returns, etc. to consider. I have called them dozens of times and have all correspondence. They have not given me an answer ( to date ) on the consideration of my modification.
Fearing foreclosure, I began seeking a traditional refinance on my mortgage. I spoke with several mortgage companies. My home has a Loan to ValXXXX greater than 50 % ( $ XXXX value vs $ XXXX mortgages ). I have XXXX income of {$280000.00}. Every mortgage company said " you should have no problem refinancing '' ... but when they pulled my credit report ( unbeknownst to me ) Mr. Cooper/Nationstar had reported me 60 days past due! This all transpired as they were " considering '' my modification and would NOT ALLOW me to make a payment on the loan during that " consideration ''. None of the mortgage companies could consider a refinance with a 60 day past due. They told me " you have to wait until 1 year after the 60 day notice ( XX/XX/XXXX ) before we can consider your request.
Now XXXX is doing the exact same thing. I have provided them ALL information to consider a modification. I explained to them that there is no way I can get a traditional refinance because of what Mr. Cooper/Nationstar did in reporting me delinquent. I told them to " please allow me to make the normal monthly payment '' on the loan while they considered the modification, because I don't want any further past due notices ''. I have never paid a mortgage late, I make all of my payments on time. XXXX will not allow me to make a payment on the loan.
Today, I received a notice from XXXX that XXXX has reported me past due on my mortgage. How can mortgage companies do this? How can they hold me hostage, not allow me to make a payment that I am perfectly capable of making, a payment that shows due & payable on their portal, but they will not allow me to make the payment? I sent them numerous correspondences in XXXX explaining exactly that ... that " you won't let me make my payment, and you are going to report me past due '', and they said " yes, that is correct ''. I just do not understand how a mortgage company can do that.
I have had more than ample income and credit to make my mortgage payments with both companies. I never dreamed this kind of nightmare scenario could occur. I took a 15 year balloon loan in XXXX and made every payment on time. Mr. Cooper/Nationstar never emailed, sent me a statement, called me... nothing, to tell me that my balloon was approaching and to make arrangements. I remember getting a paper statement every month in the mail... nothing. Then to make " no decision '' on my modification for 90 days and not allow me to make payments ... and then report me as a 60 day past due. That is just not right!
Now XXXX is doing the exact same thing!
I share this because something needs to be done NOT to allow mortgage companies to treat borrowers this way. If a borrower has the means, the capability and WANTS to make a payment to keep their account current, how can they deny them that opportunity? They can just report a borrower past due, wreck their credit, make the borrower " incapable '' of getting the exact financing they need to 'cure ' the situation. It's wrong.
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06/26/2019 |
Yes |
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- Struggling to pay mortgage
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Web |
Older American |
Mr. Cooper/Natioanstar and XXXX XXXX XXXX XXXX are FORCING A FORECLOSURE Re : Mr. Cooper Mortgage Loan : # XXXX XXXX XXXX XXXX Policy : # XXXX ( Mortgage Insurance Purchased by Lender at Origination ) Property Address : XXXX XXXX XXXX XXXX. XXXX, MD XXXX Please help us avoid a forced foreclosure. My wife and I are seniors ( XXXX ). Our main source of income is Social Security Retirement. Mr Cooper and XXXX XXXX XXXX XXXX ( XXXX XXXX ) have rejected our good faith attempts at loss mitigation and cancelled a short sale which indeed had met their indicated BPO. Mr Cooper and XXXX XXXX appear to be manufacturing excuses to force foreclosure on us. Further, while Mr Cooper has invited us to apply for a deed in lieu, its Representative at the same moment of this invitation indicated that the deed in lieu will also be rejected ; thus forcing foreclosure.
Why I think Mr Cooper / XXXX XXXX are Manufacturing Excuses to Force Foreclosure : After nearly 6 months in negotiating two short sale offers on our property, Mr. Cooper provided a response indicating that the mortgage insurance company, or investor, declined to participate in the program. This clearly is a manufactured excuse. I am saying this because we had been in a short sale negotiation with Mr Coopers from XX/XX/XXXX to early XX/XX/XXXX. If indeed XXXX XXXX does not participate in the short sale program, what was behind the six months of negotiations? Throughout that period we presented two offers : the first offer expired and the buyer walked away in frustration ; the second offer enjoyed negotiations from Mr Cooper and XXXX XXXX On XX/XX/XXXX Mr Coopers negotiator indicated that XXXX XXXX would like to see the buyer on the second offer increase the Offer Price, and indicated that a price of {$370000.00} would be accepted by XXXX XXXX, the mortgage insurance company. In response to the request, on XX/XX/XXXX the buyer increased the offer by {$10000.00} to {$370000.00} to meet the suggested acceptable counteroffer, which also met the indicated BPO. Further, as Mr Cooper and XXXX XXXX were mulling this over, on XX/XX/XXXX the buyer indicated in writing here willingness to increase its offer further to {$380000.00}. This new higher price was duly communicated to Mr Coopers negotiator by our negotiator ( XXXX XXXX ). Nonetheless, on XX/XX/XXXX, Mr Cooper communicated its cancellation of the short sale citing that the Mortgage Insurance or the Lender does not participate in the short-sale program ( see supplied document ).
Actions and behaviour taken by Mr Cooper in the 6 months from XX/XX/XXXX through XX/XX/XXXX indicate that the excuse for not accepting the short sale is manufactured and that for some reasons unknown to us these parties prefer to force foreclosure.
Predatory Real Estate Loan The mortgage loan for this property was provided by XXXX XXXX in XX/XX/XXXX at the height of the real estate market by one of its aggressive originators ( Aurora Loan of Colorado ). The loan was set at 100 % loan to value, it was an interest only loan for 10 years and had a prepayment penalty for 3 years. At the time of underwriting this loan, XXXX XXXX, its financial analysts, risk underwriters, and real estate specialists must have known that these conditions made the loan very susceptible to creating an upside-down mortgage situation in any market downturn. XXXX XXXX did not care about the riskiness of the loan because it had plans to bundle the loan with others, securitize it, and offer it to investors. To increase its transaction profit and to entice investors, XXXX wrapped the loan with a Mortgage Insurance from XXXX XXXX. XXXX failed as a financial institution in XX/XX/XXXX, and not long after XXXX XXXX also failed. XXXX XXXX was put into Rehabilitation by Illinois Insurance Commissioner in XX/XX/XXXX.
We first faced financial trouble when I became unemployed in XX/XX/XXXX. Because of my age, and the type of work I did, I could not find steady employment since that time. Unable to live in the property, but wanting to meet my financial commitments, I went ahead and found renters for the property. In XX/XX/XXXX, our last tenant gave us a 30-day notice that they will vacate the property. I immediately listed the house as For Sale or For Rent. However, we could find no buyer nor renter. Even without the rental stream, we continued to make my mortgage payments of nearly {$3500.00} for 3 months. Finally, I could no longer support the payment and defaulted.
Request for Help The current real estate market conditions are in decline. Housing starts have fallen for the last four months. This is an indication that prices will continue to soften. But, with the original lender bankrupt, and the mortgage insurer in Rehabilitation, we are suffering from poor decision making towards loss mitigation.
We would like to have Mr Cooper and XXXX XXXX reopen negotiations on a short sale and allow us time to find a new buyer or at a minimum allowing us to proceed in good faith towards a Deed in Lieu Cordially,
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04/10/2021 |
Yes |
- Debt collection
- Mortgage debt
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- Written notification about debt
- Didn't receive enough information to verify debt
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Web |
Older American, Servicemember |
XX/XX/XXXX we receive notices that the balloon payment on our 2nd mortgage with Mr Cooper will be due XX/XX/XXXX -- XXXX Contacted Mr Cooper and spoke with several different representatives from several different departments who told us that there were no extensions available I was finally given a loan officer to WORK WITH to refinance - I gathered my financial documents to send to him BUT -- Mid XXXX my husband was injured & required emergency XXXX. While in the hospital he tested positive for XXXX -- Following quarantine & recovery in late XXXX I contacted the assigned loan officer to begin refinance -- After several failed attempts to connect with him his voicemail gave me his manager.
-- I contacted HER only for her to tell me that she was sorry, but I had been misinformed several times over the past few weeks of XXXX that it could be refinanced when in fact IT COULD NOT BE refinanced because it was an orphan 2nd mortgage with the primary mortgage no longer associated with it ( Nationstar had carried 1st & 2nd mortgages- Shellpoint had picked up just the 1st mortgage leaving the 2nd one with Mr Cooper . We had continued paying on both these past few years ) -- SO end of XXXX I begin re-finance efforts with XXXX XXXX from XXXX -- Knowing that NOW we would be penalized for late payment on the Mr Cooper balloon payment we utilized the pandemic plan for XXXX XXXX -- As financing appeared to be moving along but not fast enough WE REQUESTED AND RECEIVED AN EXTENSION FOR XXXX XXXX XX/XX/XXXX Unfortunately THAT Shellpoint loan officer was replaced XXXX by a NEW individual who knew NOTHING about our account & wanted us to START ALL OVER with document submission even though as of XX/XX/XXXX we had conditional approval, appraisal complete & all required documents submitted!!
WE WERE FRANTIC AND FRUSTRATED.
I called & contacted Mr Cooper to tell them what was going on.
XX/XX/XXXX I logged in to MR COOPER online account to chk on any communications etc and confirm status of acct and pandemic pause ( SEE SCREENSHOT ATTACHED BELOW ) However XXXX continued to drag their feet.
NO COMMUNICATIONS unless I called or I emailed - finally I called corporate and worked my way down thru departments until I got to underwriting and a direct dial number to a real person.
HE had no knowledge of our account. Apologized for the delays and promised to expedite things.
We wanted to believe him but were already at the end of our rope - so we looked into going with another company ( XXXX XXXX ) to do the refinance but upon contacting them we discovered 1- MR COOPER HAD REPORTED US DELINQUENT FOR THE $ XXXX balloon payment and 2- in doing so our CREDIT REPORT TOOK A HIT!
I was shocked and dismayed so I logged into my MR Cooper acct and discovered ONLY the XXXX pause on the account assigned to our status and that showed -67 days delinquent!!!
I then contacted Mr Cooper in Pandemic Program Dept and got XXXX at XXXX HER response was that only the XXXX XXXX pause was valid and that any extension was inadvertently assigned because the online system didnt know we were past due on the balloon payment. She then asked me didnt you get a letter in XXXX?
When I protested her version of things I asked her to clarify how the system could be confused and then CONTINUE to be confused on into XXXX with additional letters CONFIRMING THE PAUSE including a XX/XX/XXXX letter that said " Were sorry to hear about your financial hardship and hope that you and your loved ones are otherwise safe and healthy. Based on your situation, you have been approved for a XXXX XXXX XXXX.
Starting XX/XX/XXXX, your monthly mortgage payment of {$28000.00} will be paused. You will not need to make a mortgage payment for 3 months. Important conditions are described below.
CONFIRMING that it was being applied to the full XXXX balloon payment AND on into XXXX when I did the online-screenshot of the STILL IN PLACE EXTENSION -She had no answers -She put me on hold to speak to her supervisor -She came back with no answers -I suggested that we contact Mr XXXX who in a previous letter had been assigned as a " Dedicated Loan Specialist '' -She put me on hold again and then said SHE would contact him and HE would contact me apparently he has called once ( yesterday ) but leaving no message, it showed up as an unknown caller Upon calling HIS number today XX/XX/XXXX I reached a general-representative - Requested a SUPERVISOR ( XXXX ) then received the SAME story that the system gave the extension in error but COULD NOT EXPLAIN why the error EXISTED From XXXX and on into XXXX and that there was no NOTIFICATION in ANY way that ( a ) it was in error ( b ) it was being cancelled immediately or ( c ) there would be negative reporting oil our credit report and it was then that she DENIED that any credit reporting HAD BEEN MADE BY MR COOPER which is FALSE! It was when the loan officer at XXXX XXXX pulled XXXX our credit report that he TOLD me the reporting was there AND our high700s rating was NOW a LOW 600s!!
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06/06/2022 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
We have the initial problem with XXXX XXXX XXXX, They agreed, admitted that they made several errors, in taking large amounts of money from our escrow account, that we did NOT Owe, and committed in writing to XXXX and to me, that they were required to return, and will Refund All Monies that were taken In Error, and return them back to us by a specific date, being XX/XX/2022, We are in XXXX now, and we have NEVER received our money back.
To compound the issue, on XX/XX/2022, they sold our loan to another company, and provided false and incorrect information and instructions on how to handle the loan.
In speaking with our attorney, we were informed that by the law and statutes, they can not transfer a loan, while there are legal issues outstanding.
We are now facing worse issues, and are now forced to file a complaint against the company that they have sold the loan to, because they are now acting on the negative and incorrect / false information provided by the original mortgage company.
This complaint is Against Both Companies, and now Primarily against the New Mortgage company, as we have tried to work with them to get our money back, and correct the errors, and they are now claiming Forclosure if we don't pay what they have ordered, which is Much Worse, and Much MORE Wrong than was prior.
This problem is getting worse, and looks like we will need to begin a lawsuit.
I do not believe CPFB will do anything, or be able to do anything, however, we want the complaint on record.
The complaint at this time consists of the errors and actions from the New Mortgage Company, Named MrCooper, for actions of collection when we have never received our money back.
I called XXXX / XXXX - XXXX XXXX from the Executive Resolutions Department, who has been handling and responded to the CPFB stating the admission of the errors in taking money that was not owed, and putting us in this issue, and XXXX XXXX re-reviewed and stated that HE provided instructions to MrCooper that the funds in the amount of {$5300.00}, which was the remaining balance owed for funds taken in error, and was to be refunded Before the transfer of the loan from Cenlar to MrCooper, since the refund did not get processed prior to the loan transfer, in accordance with the law, and the commitment to the CPFB, that these funds would be transferred to MrCooper as an Adj-Forbearance that was directeded to be refunded to me immediately, again, due to the errors that were caused by XXXX/ XXXX for taking money that was taken in error.
XXXX, has provided no online access to any information on this loan. When attempting to log in, create an account, or look up the loan information, the web site states that the loan could not be located.
I called in to speak with someone in the XXXX Resolutions Dept at XXXX, who asked that I send everything that I have ( which they should already have ), but asked that I send to her directly, and she will take it to the correct people in escalations, to work on correcting the errors, and getting my refund sent to me. She stated she would get back to me with information- which I have not received any status as of yet ( at this moment ), and while we are receiving collection and foreclosure threat phone calls from MrCooper company.
We are being threatened with Foreclosure, for not making payments - 1 month ( month of XXXX ), where we have NO Information on this loan, other than a statement from MrCooper Containing Many Larger Errors.
The statement from MrCooper, states that our monthly payment, which is supposed to be {$1400.00}, and XXXX for {$240.00}, for a total payment in the amount of {$1600.00}, is {$3100.00} per month. This is IMPOSSIBLE, They OWE US OUR MONEY.
We have a Fixed amount, as it has always been, and I don't know where the heck they are getting, got, or calculated these amounts. They stated that we are short {$7300.00} on our loan, and that we have a Negative Escrow of {$2700.00}.
This is Impossible.
XXXX had our mortgage, we were NOT behind at all They Transferred {$5300.00} that was money they OWE US, and in the first month of MrCooper having this loan ( which we did not agree to, and should never have been tranferred while we have financial and legal issues filed against XXXX XXXX XXXX ), and MrCooper, XXXX 'd out our {$5300.00} with No information, not on the XXXX statement we received ( while still in transfer ), and No One on the phone at MrCooper understood anything as to how it was computed.
We have tax exemptions provided by the state/county, and they have not complied with the tax exemption, they have kept our money, have not provided any credit to my account for refund, and have not refunded my money, and have more than doubled my payment, for which we don't even owe.
I am filing the complaint with the Texas Savings and Mortgage Lending, as well as sending everything over for our attorney to review.
We need some resolution to this, and we Will Not Be Forced Out of Our Home, due to the errors of these companies.
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10/19/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
This complaint is in regard to Nationstar XXXX Mr. Cooper.
I am a frontline healthcare worker and I live in XXXX XXXXXXXX, MO. I accepted XXXX XXXX around XXXX of XXXX due to health issues stemming from being a frontline hospital, acute care, and oncology worker during the pandemic. I had undergone multiple surgeries and treatment, including a XXXX, from XXXX complications ). My husband is an XXXX XXXX XXXX ( XXXX XXXX ) and is serving in a different city in Missouri. In good faith, I have contacted Mr. Cooper to reinitiate monthly payments for at least 5 months. I initially requested a deferral ( adding the unpaid months to the tail end of my loan ) but was told by Mr. Cooper that I had to do a modification instead. I was sent a modification agreement, which required my husband 's signature despite the fact that he was not primary on the loan. Between XX/XX/XXXX and XX/XX/XXXX, my husband and I signed, and had notarized, the same modification agreement multiple times. We then mailed the agreement to Mr. Cooper.
Each time, we were led by Mr. Cooper to believe that the loan modification was accepted, and everything was fine. Then, at least 30 days later, Mr. Cooper would state that there was some sort of problem with the modification. Each time there was a problem, we were told by Mr. Cooper to resend the modification documents and they would still honor the modification. We resent the document several times ; the last time being at the end of XX/XX/XXXX. In XX/XX/XXXX, I called several times to find out the status of the modification and to make payment. I was told to wait for Mr. Cooper Loan Modification team members to process the documents and give me an amount due. Around XX/XX/XXXX the Representative instructed me to pay ~ {$4600.00} to finalize the modification, which I did. Despite making the instructed payment, Mr. Cooper placed my home in foreclosure.
I am complaining for the following reasons that include, but are not limited to : * Each time there was a problem, the alleged reason ( s ) for denial of the modification were either inaccurate ( false ) or were never pre-disclosed by Mr. Cooper. For example, when Mr. Cooper discarded our first signed modification agreement, they claimed that it was on the basis that it was notarized by 2 different notaries ( one for my signature and another for my husband 's signature ). However, Mr. Cooper never pre-disclosed to my husband and I that we had to have both our signatures notarized by the same notary and on the same date. The second time, they claimed that the document was late. However, the document was not late, because we were explicitly told by representatives with Mr. Cooper to resend it and they would honor it. The third time, Mr. Cooper claimed that the notary did not include their county of operation. This is false, as " XXXX XXXX '' is on the document.
* Mr. Cooper falsely led me to believe that my loan was in the process of being modified * I was forced by Mr. Cooper into undergoing a modification process in lieu of a deferral. I never asked for my established monthly mortgage payment to be reduced. In addition, the process yielded no tangible results ; despite the fact that I complied and submitted the requested documents to Mr. Cooper.
* On multiple occasions, I requested written communications from Mr. Cooper, including via email, but did not receive it.
* Between XX/XX/XXXX and XX/XX/XXXX, I was never informed that my home was in either pre-foreclosure or foreclosure, when I called Mr. Cooper to check on the status of my loan.
* Mr. Cooper placed my home in foreclosure, AFTER accepting a payment to initiate modification on XXXX * Each time I called Mr. Cooper, I was misled to believe that my home loan was in the modification process, when they had actually initiated foreclosure processes on the property * Mr. Cooper 's actions exhibit deceptive and predatory behavior. None of the documents sent by Mr. Cooper acknowledged the ~ {$4600.00} payment that was made ~ XXXX. In addition, Mr. Cooper has refused to be held accountable or provide information as to what they did with the {$4600.00} payment that was made.
* Mr. Cooper 's actions exhibit deceptive and predatory behavior. Mr. Cooper 's most recent grounds for denying the modification, as stated on the attached modification document, is " NOTARY DID NOT WRITE THE NAME OF THE COUNTY ''. This statement is false. The name oXXXX XXXX XXXX, XXXX XXXX, is explicitly written on each page the notary, XXXX XXXX, signed.
* Mr. Cooper did not make a good faith effort to inform me of their intent to foreclose on my home * Mr. Cooper never provided me with a deadline ( due date ) for preventing foreclosure * Mr. Cooper has yet to provide me with a foreclosure sale date for my home I have tried to resolve these complaints with Mr. Cooper but they have not complied, and their customer service is disorganized. I constantly receive misinformation and written responses are not provided by Mr. Cooper in a timely manner.
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10/16/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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I purchased my condo in XXXX and it was an FHA loan.
The lender at the time was XXXX, who went belly up and then XXXX got my loan. A few years after that Mr. Cooper became the servicer of my loan. ( Please be advised that I have never refinanced, modified or done any such thing with my mortgage loan ).
In XXXX, I was applying for a loan modification or short sale after the real estate marked crashed, and my property was inadvertently foreclosed. XXXX XXXX purchased my home, however, remember, I have never refinanced nor signed any documents regarding my home, so it should in fact still be an FHA loan which is what it was when I purchased my home.
My home should have never been foreclosed on because I had filed XXXX XXXX Bankruptcy, however, from what I was informed by the lender, the person handling my account, mother was in emergency and no one had her password to stop the foreclosure sale.
The foreclosure sale was rescinded and my property went back into my name.
The reason that I'm contacting you now, Mr. Cooper who is the servicer, ( I guess ), of my mortgage loan, and I put a forbearance agreement during the Pandemic whereby any arrears would be placed at the end of my loan.
In XXXX, when Mr. Cooper would not provide an extension for the forbearance that was put in place, ( they said that my property would not qualify because I did not have a government secured loan. Again, I should still have the FHA loan that was obtained when I purchased the property because I have ever refinanced, or anything. Mr. Cooper wanted my entire loan balance to be paid in full ).
I then told Mr. Cooper that I wanted to do a loan modification. Mr. Cooper informed me that I could only qualify for a short sale, or deed in lieu.
Well, I " was not '' going to do a deed in lieu and told Mr. Cooper that I wanted to do a short sale so they approved me for that around XX/XX/XXXX.
In XX/XX/XXXX, ( which is our rainy season here in CA ), I learned that my condo had mold after the two units below me had flooded. [ Our condo building had just gotten a new roof in XXXX ], and that needed to be remediated prior to me putting my home on the market.
I informed Mr. Cooper of all the details involving this serious matter regarding the mold in my home, in addition to letting them know that I was waiting for my insurance provider to approve my claim for mold remediation work to take place.
I did not get approval for my insurance claim for the mold remediation work until about one month ago from my insurance provider, and the mold remediation work is now completed as of Monday, XX/XX/XXXX, of this week. Now, I'm waiting to have drywall, etc. finished. ( mind you I had to move out of my home and have been at a hotel since XX/XX/XXXX, waiting for the claim to be approved by my insurance provider because I was getting sick from the mold ).
Mr. Cooper was always in the loop of what was going on regarding the mold issues with my home and my waiting to have my insurance provider approve the claim. ( I was unemployed at the time. I received a trustee sale notice with a sale date of XX/XX/XXXX. I contacted Mr. Cooper at least 20 days prior to the trustee sale date asking for a postponement/cancellation but to no avail.
During this 20 day period prior to the foreclosure sale date, I spoke with Mr. Cooper and they referred me back to the trustee, XXXX. I spoke with XXXX, and they referred me back to Mr. Cooper stating that Mr. Cooper would be the one to make that determination. ( Mind you, I already knew this ) but I was taking instructions from both Mr. Cooper and the trustee, XXXX.
Nevertheless, since I wasn't getting anywhere with Mr. Cooper, on XX/XX/XXXX, I filed a Chapter XXXX Bankruptcy.
The next day, ( XX/XX/XXXX, the scheduled sale date, I was checking in with the XXXX, and I was informed that my property had been foreclosed on and gone to Auction.
Quality informed me that here were no takers at Auction ( it was too high, I know this - {$630000.00} beginning offer amount, so afterwards, my property went back to the lender ) I also informed Quality on XX/XX/XXXX, the foreclosure date, that my property should have never gone into foreclosure because I had filed bankruptcy, on XX/XX/XXXX, and forwarded them a copy of the filing on that day. I also forwarded a copy to Mr. Cooper.
I have been in constant communication with XXXX and they informed me that they were working with Mr. Cooper on getting the sale rescinded. It's now been over 4 weeks now, and to date, this process and Notice for Rescinding of Foreclosure sale has not occurred!
To date, my property has not been rescinded back into my name, and it shouldn't take all this time for Mr. Cooper to do whatever they need to do to make that happen!
Please be advised that I also have a meeting of creditors scheduled for XX/XX/XXXX, in which the BK trustee is talking about changing my case to a Chapter XXXX ( therefore there would be no protection for my home ), etc.
Help!!!
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04/11/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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FOR DETAILED REFERENCE/TIMELINES : All 18 Phone Calls Are On 1 .pdf/ All Emails & Letters Are Each In .pdf 's. MY CASE : I was enrolled in the Covid Mortgage Forbearance Program. It ended, and on XX/XX/XXXX my loan modification trial period letter was generated. XX/XX/XXXX I called to ask if returning to my original loan was an option. I was told " Only if I could pay the {$54000.00} that had accumulated, OR you can Refinance ''. Neither was an option for me because I am unemployed. I said, " I Guess I Have To Take The Offer of {$2200.00} A Month ''. So, on XXXX I made my first payment. XX/XX/XXXX I called to make my next payment. I was told that " I REJECTED '' the XX/XX/XXXX offer because I wanted a different option. I argued that never happened nor could I reject it because I'm unemployed! I only called " Inquiring '' about my old loan because many months earlier I was told the " Accumulated Amount '' would be " Tact Onto The Loan '' OR - A " Balloon Payment '' at the end of my term ( about 19 years were remaining ). PLUS, you already accepted my first payment ''. FURTHERMORE - I never received any kind of " Offer Cancellation/Confirmation Letter '' and asked them to " PROVE I CANCELLED '' with a transcript or mp4 of my XX/XX/XXXX phone call. They Always open every phone call with a disclaimer that " Calls Are Recorded For Quality Assurance ''. The woman tells me she'll have a " Specialist '' contact me. Finally, on XX/XX/XXXX XXXX " A Specialist '' called. I Re-Explained Everything again and insisted on PROOF I cancelled. While " Investigating '' what happened, A " NEW Trial Offer '' arrives in the mail Mid-Late XXXX with a {$400.00} higher monthly payment! Now I'm getting more upset. I called her and emailed her multiple times looking for updates and WHY I received this letter as if it was " The First Trial Loan Modification EVER Offered ''. She Never Responded - XXXX! XXXX XXXX " Another Specialist Calls '' saying she has more experience. Same thing- Prove I cancelled the XXXX Trial Offer. If you can't, I should be allowed to continue with my trial payments. Throughout XXXX XXXX says she's still working on the original problem and what went wrong. I said that this is unexceptable and I deserve my original offer. XXXX XXXX says that in order to get the original {$2200.00} offer back, I may have to make XXXX payments all at once- I Said " NO PROBLEM ''! " I'll Give You My Checking Routing/Account Numbers Right Now And Pay {$8800.00} ''! She liked that, but didn't have the authority to do that. XX/XX/XXXX XXXX says it's being moved up to " Escalation ''. I'm still confused WHY I can't just have my original offer since Nobody is " Addressing '' my Request for PROOF that I " Rejected '' the XXXX offer!?!?. She finally admits that the person from XX/XX/XXXX didn't explain everything thoroughly and misinterpreted the basis of my inquiry as meaning I wanted to " Cancel/Reject '' the Trial Offer. I said : " Not The Case, And Not My Problem HE Screwed Up ''! PLUS, Accepting my payment of {$2200.00} is the same as " Entering Into A Contract ''. " OH, and Still no PROOF That I Cancelled The Offer ''. " Nor Was I Notified By Mail With A Confirmation Letter Of Cancellation ''. Then in XXXX I get a letter saying " I Didn't Comply With The Terms Of The Loan Modification Trial Period '' .... '' XXXX XXXX XXXX XXXX XXXX I Said To Myself?!?!? ( They were referring to the XXXX Trial Offer ) OH, And how come I never receive any kind of a similar letter related to the XXXX Case. Now on XX/XX/XXXX I speak with XXXX - Another " Specialist ''. He seemed eager to help. Finally, on XXXX XXXX calls to inform me that a THIRD Offer has just come through and it's {$2500.00} a month. I am out of my mind! Nobody can prove I cancelled the original offer and EVERYBODY from the Very Beginning on XX/XX/XXXX when I went to make my 2nd payment is avoiding the issue/request of getting my a copy of the phone call from XX/XX/XXXX. By the end of the call, XXXX tells me that he's going to " Dig Into That Phone Call '' ( FINALLY Someone At Least Says That ). XXXX XXXX calls to review the latest offer and I told her that XXXX is digging into the XXXX phone call in order to " Clear This Mess Up ''. XXXX said, " XXXX, That XXXX Offer of {$2200.00} Is Long Gone And Never Coming Back ''. I said : " Let Me Get This Straight - YOUR Company Representative Screwed Up In XXXX, And Now I'M The One That Has To EAT IT and pay {$300.00} MORE Each Month ''! That Is NOT The Way The World Works! It Was YOUR Mistake- YOU EAT IT! That's when I told her that I would be contact CFPB. On Friday the XXXX last week I spoke with a Wonderful woman from your company and she was very helpful and informative. Probably why I'm SO Detailed with this letter and attachments. I also notice that New York ranks about XXXX in XXXX XXXX out of all the states for having one of the highest number of complaints regarding Mortgages with Mr. Cooper / Nationstar Mortgage.
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04/23/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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As a least sophisticated consumer, it has been brought to my attention the bad faith dealing and unfair and deceptive ways I have been deceived about the way my loan was processed for 16 months before the sale of my home, and for 7 years afterward.
XXXX XXXX XXXX transferred my loan to your company in XXXX of XXXX knowing that I had 23 late payment fees transferred, which should have stated I owed deferred late fees of {$1200.00} but your company allocated {$990.00}. Your company failed to onboard the loan until XX/XX/XXXX, and I had no one to take my XX/XX/XXXX payment due XX/XX/XXXX.
Your company then proceeded to act in a predatory fashion and serviced my loan as a planned default, not allowing any assistance or modification at all, nor allowing me to sell my home without filings to avoid damaging the value of the home.
XX/XX/XXXX, your company generated a welcome letter that contained the XX/XX/XXXX bill, not mailing it until the last few days of XXXX which was received by mail by myself on XX/XX/XXXX, causing a late fee of {$56.00}, service fees for delinquent payment of {$100.00} and causing me to pay another {$9.00} to be able to pay the bill immediately that day to which I was forced to pay on the phone, to no fault of my own that I was forced into predatory charges of {$170.00}, and that your company charged me sometimes twice for phone pay charges.
This happened every month until XX/XX/XXXX, when I paid for my XXXX payment billed on XX/XX/XXXX.
My XXXX billing was dated XX/XX/XXXX, and was delinquent XX/XX/XXXX, not XX/XX/XXXX, when your company claimed I was 60 days past due and in default on my mortgage.
Then you charged me another {$110.00} for service fees claiming I was delinquent over 30 days for XX/XX/XXXX upon the payoff of the loan on XX/XX/XXXX, when that payment was made 26 days after the XX/XX/XXXX billing date on XX/XX/XXXX, accepted by your company XX/XX/XXXX.
You charged me {$960.00} for unearned late, service, and phone pay fees on top of overcharging me for unearned lender fees for reversed advances never made to XXXX XXXX XXXX.
All of this happened while knowingly overcharging me for interest based on an overstated principal debt amount.
You failed to apply for my final payment as per the required payment allocation of principal, interest, and escrow before any adjustments, or other charges, first depleting the amount of interest collected by {$200.00} and only refunding that amount with a check for {$180.00} and not claiming this interest refund on the XXXX IRS Mortgage Interest document in box 3. This act left {$15.00} of interest not credited promptly nor allocated to interest collection at all while it has sat in suspense for 7 years and 9 months, leaving the loans payment only partially paid/credited, causing me almost a decade of negative and false reporting to my credit files but in a XXXX XXXX.
More than that, you failed to credit my entire final payment before making any adjustments.
Your firm, specifically XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX, and outside Counsel XXXX XXXX all knew this while I did not in XXXX.
Due to my lack of understanding your companys outside counsel made a false claim I was just changing my claims, no error corrections were made much less disclosure that the internal payment history claimed your company made a late fee payment allocation that was damaging claiming I paid for XXXX late fees in lines XXXX.
XXXX XXXX sent your outside XXXX a XX/XX/XXXX payment history that fraudulently concealed the actual {$11000.00} allocated by Nationstar to late fee payments and she unlawfully altered the payment history by deleting every single charge for late, service and phone pay fees internally starting at line 12.
The XXXX CFPB Consent order supersedes RESPA 1024 which claims your company does not have to service the loan. It does not place a time constraint on correcting the inaccurate payment allocation and lack of full final payment crediting, and the closing out of the suspense account.
That is until the requirement expires on XX/XX/XXXX, which is what I understand your assistant general counsel and outside counsel are stalling to reach.
Your original detail report used output code Q which shows everything and the XX/XX/XXXX report used code B which fraudulently conceals service fees, and both conceal advance disbursement payment reversals.
Your XXXX payment history completely concealed the actual entries in the internal payment history and conceals all service fees charged to me outside of the unearned late and lender fees and conceal that {$15.00} of interest remains held with my payment toward XXXX reversed advance payments in suspense.
I am asking one last time for Mr. Cooper to honor the XXXX orders required mandated corrections defined on pages XXXX of the consent order and please correct inaccurate crediting and payment allocation in my mortgage account in lines XXXX of my final payment of {$170000.00}.
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05/19/2019 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Information belongs to someone else
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Web |
Servicemember |
Dear CFPB, I, XXXX XXXX XXXX write to file a complaint against Nationstar Mortgage LLC. I formally request an investigation into the criminal misconduct and professional practices of XXXX County and Oklahoma state employees that I believe have wasted, defrauded, and abused account access to Veterans protected information which were used for employees personal benefit and violative of both state and federal laws. I feel compelled to bring certain matters to your attention after several state and federal agency responses have shown cause to file an official complaint as a defrauded Veteran. I am requesting a coordinated interagency investigation with specificity to county/state employee credit score reporting fraud, identity theft, mail tampering, harassment, FERPA violations, and falsified financial instruments which co-signers escalated into VA backed mortgage fraud.
Since XX/XX/XXXX, I have been entrapped as a secondary co-signer due to fraudulent schemes that targeted and defrauded distressed active military and Veteran homeowners, investors, and financial institutions of fees, rental income, VA mortgage payment funds, property ownership and/or proceeds from the sale of their properties.My former residential property located at XXXX XXXX XXXX XXXX. in XXXX, Oklahoma was targeted by former property managers, a straw man tenant coordinator identified as XXXX XXXX, along with county/state employed family members who repeatedly leaked federally protected confidential information and intentionally damaged my credit rating with altered reports. Occupants withheld postal mail, official legal notifications, and created falsified loan documentation in an attempt to induce residential power sales. County and state employees circumvented regulatory processes in order to influence and force foreclosure short sales under homeowner duress and repeatedly violated the congressionally mandated Service-member Civil Relief Act ( SCRA ) protections.
The XXXX County scheme involved aggravated identity theft, false representations to mortgage lenders on behalf of the out-of-state homeowners ( specifically, ex-spouses ). Unlawful VA loan modifications were provided to guarantying breach of contract XXXX Doe occupants with undisclosed violent XXXX predator criminal history and rental payments to new unsecured buyers without expressed written consent or fiduciary disclosure to the out of state owner. Damaged credit score reports further disclosed additional anomalies, vague student loan processor charges, and dozens of identical unauthorized credit applications. Significant accounting inconsistencies remain disputed between verified student loan disbursements, recent unsolicited VA funded vocational program claims, and unverified regional support charges.
Neither my official divorce decree nor final court order awarding the division of real property to the ex-wife/secondary co-signer were disclosed to the financial institutions which approved and funded unlawful modifications to the VA backed mortgage.As the ex-wife, secondary co-signer, and a Veteran myself I was defrauded of funds and robbed of my good credit as a direct result of county and state employees criminal misconduct, as well as the willful negligence of the primary co-signer ( Mr. XXXX ). Over the past 72 months the VA funded schemes employed tactics which included misuse of identities, VA records tampering, and illegally amended tenant contractual agreements.
In XX/XX/XXXX, a falsified court summons was hand delivered to the out of state secondary co-signer with a watermarked red ink Service Copy stamp placed in the top right hand corner of the document. The version I received as the secondary co-signer/ex-wife contained disinformation and did not match the legally binding digital file submitted and recorded by XXXX County clerk ( open records available to the public online, for a fee ). The additional 20+ pages attached to the hand delivered Service Copy revealed forged co-signatures with mismatched dates on multiple loans and financial instruments. The forgeries covered illegal consents to waive owner rights and altered property transfer disclosures spanning from XX/XX/XXXX through XX/XX/XXXX. Compared to authenticated original copies and contrasted by the digital county clerk, records exposed systematic fraud leading to the intentional targeting and defrauding of the ex-wife/secondary co-signer. The falsified summons further compounded the civil-criminal matter in XX/XX/XXXX when I was awarded a restraining order against the primary co-signer ( Mr. XXXX ) after receiving and documenting threatening electronic communications.
After refusing to comply with the divorce decree and court ordered division of real property provisions, the restraining order witnessed statements included threats by the primary co-signer ( Mr. XXXX ) to burn down the house and then collect the insurance on the disputed VA backed residential property.
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08/12/2020 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
We entered into an FHA backed mortgage in XXXX on a home in XXXX, Kansas. The principal sum of the mortgage was {$91000.00} with a 6.5 % interest rate per annum. Originally, in XXXX my husband was laid off from work and consequently we fell behind on the mortgage. We were told we must be a total of 3 months delinquent before applying for modification. We applied for our first modification after being delinquent 3 months and the mortgage company came back and denied the request. Due to increasing financial difficulties my husband joined the United States XXXX and went XXXX XXXX XX/XX/XXXX. We received XXXX orders to XXXX, XXXX and moved out of the home XX/XX/XXXX. Upon notifying the mortgage company that the home was vacant they immediately sent someone from their vacant properties division to put a lock box on the home and initiated foreclosure proceedings on the home. In an effort to save the home we contacted Nationstar in XXXX to initiate another modification on the loan to avoid foreclosure. At that time, I had a XXXX of Attorney to deal with the modification while my husband was XXXX to XXXX. I contacted the Foreclosure prevention representative to discuss options and was told the modification was denied due to the fact the home was not " owner occupied ''. I took the matter to the legal office here in XXXX where they contacted the mortgage company through an attorney on XX/XX/XXXX requesting alternative modification options be made available to us. When no response was given to the representing legal agent, and foreclosure proceedings were pushed by the mortgage company, I filed a consumer complaint through the Consumer Financial Protection Bureau in XXXX. After filing the original complaint the mortgage company finally contacted the legal department and agreed to postpone foreclosure proceedings under the XXXX. We received a resolution letter form the XXXX XXXX XXXX on XX/XX/XXXX advising us that foreclosure would not proceed as long as my husband was XXXX XXXX in the military. We were also advised in the resolution letter that FHA has their own guidelines for modification and a modification would not be offered until the property was owner occupied. We could not afford to support the mortgage and desperately needed to get out from underneath the weight of this home. We contacted the mortgage company again several times requesting help with the mortgage and were told that we must start a new modification request each time we called for help. We complied with the request in hopes of reaching a short sale agreement. In XXXX we initiated yet another modification request in hopes of getting past the modification level and reaching a different type of agreement because all modifications were denied without further options for help. In XXXX we contacted the company again and were told over the phone that a realtor had been assigned to handle a short sale on the property. At that point we were contacted by the local realtor and the house went up for sale. We received an offer on the home in the summer of XXXX for {$49000.00} ... ..and we had a contract to sell. The realtor contacted the mortgage representative for approval and the representative stated he had no record of the company agreeing to allow a short sale. We have correspondence from the realtor begging the company to work with her on the sale but the company eventually stopped responding. When we inquired to the company about the process they said FHA will not allow a short sale. So they said we could attempt to apply for a XXXX XXXX XXXX and see what happens, but we were told that in order to proceed with the process or to proceed with options of modification my husband would need to waive his rights under the XXXX. We felt hopeless in the process. My husband waived his rights under the XXXX, the XXXX XXXX XXXX was denied and now we were served court papers dated XX/XX/XXXX for foreclosure to our APO box in XXXX on XX/XX/XXXX. They are now going forward with the foreclosure and have filed a petition with the courts in Kansas. We were told he had to waive his XXXX rights in order to get help and now we feel we have been deceived. We understand the FHA backed loans have special guidelines but we feel we have been fighting a losing battle for many, many years. For military members subject to PCS orders who can not remain in their home it states that to avoid potentially misleading or harming homeowners with PCS orders, mortgage servicers ( including financial institutions acting as mortgage servicers ) should : Provide homeowners with PCS orders with accurate, clear, and readily understandable information about available assistance options for which the homeowner may qualify based on the information known to the servicer ... this did not happen for us.
And further, ensure that employees do not request that the service member waive legal rights in order to receive assistance, which they did to us.
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03/01/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Hello, XX/XX/XXXX, XXXX XX/XX/XXXX XX/XX/XXXX The problem started in XXXX of XXXX. One and a half years ago. Mr. Cooper, our mortgage company paid my parcel property taxes and in addition, they also paid for two other parcels at the same address that do not belong to me. The same error happened again in XX/XX/XXXX, and in XXXX of XXXX.
XX/XX/XXXX through XX/XX/XXXX In the interim, I kept calling and requesting them to stop paying unlawfully from my escrow money - for parcels that do not belong to me. I spoke to numerous people before they removed the other parcels and I did not pay for them for the next tax cycle. ( the following cycle the parcels were back on my account ) However, I never received credit back and the amount owed in my escrow just kept going up and up. At first, one person I spoke to noted on the file that I only need to pay the original mortgage amount, excluding the growing escrow.
XX/XX/XXXX through XX/XX/XXXX At about XXXX of XXXX, Mr. Cooper said I need to pay up or I had the choice of going into forbearance, which I did. I chose forbearance as to avoid Mr. Cooper using my money incorrectly and unlawfully. I was trying to get my account corrected and credited and did not owe Mr. Cooper as much money as they claimed. I kept calling and emailing and actually reached two people that understood the problem, but these people told me that it was not in their jurisdiction to correct the incorrect payments and amounts owed. I kept calling and calling to no avail.
XX/XX/XXXX and XX/XX/XXXX Mr. Cooper while trying to correct their errors, made a mistake again and erroneously put back the two parcels on my account. Mr. Cooper paid for the other two parcels from my escrow in XXXX and XXXX of XXXX which again meant that money was coming out of my escrow unlawfully..
I had no one to talk to. I kept getting different people at Mr. Cooper and nothing was resolved. Each person would tell me, they would get back to me, or I can get back to them, but they didn't get back to me and when I tried calling back or emailing - I did NOT get any response.
XX/XX/XXXX, XX/XX/XXXX Finally in XXXX of XXXX, I found out that I can send a complaint on the email of Mr. Cooper 's website. The email was sent on XX/XX/XXXX and I was told I will get a response by XXXX XXXX. By XX/XX/XXXX, I got an email that I will get a response by XX/XX/XXXX. I got a response at XXXX XXXX on XX/XX/XXXX from XXXX XXXX, stating that there was a refund to my escrow account. ( yay ) However the refund was only for the first XXXX dates and not the last two dates Mr. Cooper made an error ( boo ). I immediately sent back an email to XXXX XXXX stating that the refund was only partial and incorrect. I asked him to please keep in touch and keep me updated. I haven't heard from him since. When I did get through to a different person, I was told that there was a resolution and it was corrected already ( which it wasn't ) XX/XX/XXXX I was hoping at this point to go out of forbearance. I wanted to pay up the correct escrow amount and continue with my mortgage payments which should only be the principal and interest. I do not trust Mr. Cooper to pay my tax and insurance payments and will do so on my own.
I again gave in a complaint on Mr. Coopers website and on XX/XX/XXXX, someone XXXX called me from Mr. Cooper.
XX/XX/XXXX.
XXXX listened to what I told her, however, she kept saying it will be looked into and I will get a resolution. I let her know the last resolution was wrong and it's not acceptable that I am being treated this way and the matter is not resolved after a year and a half.
Due to the fact, that I was still not credited for all the errors made by Mr. Cooper, I was unable to go out of forbearance and am still waiting for a response for them that is correct.
XX/XX/XXXX / XX/XX/XXXX I am still waiting for this matter to be resolved accurately and for my account to go out of forbearance. I need this matter resolved this month. I would appreciate if you can help this matter be resolved. I waited from XX/XX/XXXX to XX/XX/XXXX for the credit for the first three dates. Please, it can not take so long for the next 2 dates to get credited. I need it resolved this month.
1. Besides the credit to the escrow, the 2. amount that Mr. Cooper claims I owe them is inaccurate. The only way the amount will be accurate is if they go back to the last statement amount before they paid for the extra parcels and recalculate from there.
I would like to receive in writing 1. the total amount I owe escrow 2. The new mortgage payment amount of only principal and interest. NO ESCROW.
Please help me straighten out this mess, before Mr. Cooper will add on interest and make more errors. It has been a long 1 1/2 years where I have spent many hours on the phone and by email with Mr. Cooper. I would appreciate anything and everything you can do to make the corrections happen.
Thank you in advance.
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02/03/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American, Servicemember |
My local loan was sold to Aurora Loan Services in XXXX. Soon after XXXX began cashing my personal checks on time but posting payments weeks later and adding {$25.00} late fees to the account. This activity continued until I discovered that my bank would pay XXXX directly and sue the company for fraud if that activity ( which the bank verified ) continued. Efforts on my part failed to remove any of the late charges or changed the reduced credit rating though I went through all the hurdles and have the documents to prove the efforts.
The contract I signed in Oregon included an interest bearing escrow account for property tax and insurance. At one point with the {$3000.00} balance, only XXXX cent was paid to the escrow account. In XXXX, I applied for a local property tax deferral program and was qualified. I wrote XXXX to announce there was no further need for the ( non-interest bearing ) account. I received no reply for TEN Months though the contract required a reply within 20 working days. Meanwhile, every month I informed XXXX to take my monthly payment out of the balance in escrow. At the end of this process, I discovered that {$300.00} had disappeared ; {$250.00} remained and remains in an otherwise closed escrow account to this day ( with no interest ever added ) that the servicer acknowledges. The unexplained discrepancy of available funds allowed XXXX to say I was therefore behind by one payment. I had been meticulous in paying attention to the diminishing amount in escrow - and had never in my life missed a house payment. Late charges have accrued to over {$4000.00} and I do not owe a dime of it. No one ever explained what happened to the missing funds nor allocated the acknowledged funds.
XXXX ( a XXXX XXXX XXXX XXXX sold my loan to Nationstar Mortgage Services . I wrote immediately of the trouble and unresolved issues with XXXX. NationStar sent me copies of the transactions XXXX reported and refused to investigate further. Late charges continued unabated. Now Mr. Cooper owns this loan. I wrote several letters to them went without reply until I sent one by Certified Mail. That reply, among other things, gave me the exact same data NationStar had, and explained that because I refused to provide my phone number*, an investigator had been sent to examine my property at a cost of $ XXXX. No explanation was given for why or how the acknowledged {$250.00} in escrow still existed. Late charges continue to be added and interest charged on the late fees every month.
NationStar had had my phone number* and called me, threatening me with very foul language daily for months until I couldn't suffer it any longer and got rid of my land line in favor of an XXXX and an unpublished number.
The photo** that Mr. Cooper sent in XXXX to prove their local appraisal was clearly a XXXX XXXX shot because the car shown in my driveway had been sold in XXXX. Both NationStar and Mr. Cooper are Texas companies with no offices in Oregon. Aurora Loan Services is located in XXXX, Colorado with no offices in Oregon. Had I been warned about any of the sales before the occurred, I Would have tried to find a local company that I could, at a minimum, speak to in person.
At the very least fiduciary responsibility has been far less than stellar if not criminal : interest should have been paid on the escrow account, reply to my change of circumstances should have been timely - ten months of silence is simply outrageous ; payments should have been posted when added to their bank account, and where did the {$300.00} go? Why was {$250.00} left unallocated or interest paid to it?
In theory, the threats by telephone were criminal. I wrote the Oregon Attorney General 's office to report it. A letter of inquiry was sent, allegedly. No reply was received by the OAG 's office and so the matter was dropped. So much for consumer protection! I have the post card that was the only acknowledgement I got.
In XXXX I met with two representatives from XXXX XXXX who were in XXXX for the express purpose of addressing concerns of homeowners like me. They promised to investigate but there's no evidence they ever did. I went to one of the XXXX events. I met with a representative of NationStar and showed him all my documents ( I have a library box full that goes back to the first contract. ) He also promised to investigate and get back to me. Again, nothing.
If I were wrong, you would think any one of those people would have made that clear. Yet, no one has ever said I was mistaken. What I believe is that they saw an old woman with inadequate resources to interest an attorney so why worry about the claims. I've been paying a mortgage since XXXX, always at the highest interest rates because I am a single female, never mind I have no bad credit marks, apart from this long and catastrophic relationship with people too far away to deal with and who do not take me seriously.
Thanks so much for reading.
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09/28/2022 |
Yes |
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Web |
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I XXXX XXXX declare Under Penalty of Perjury the claims made by me are true with the best of my abilities and knowledge.
Notice of Dispute Violations : -Holder in due course Rule 6000 -False and misleading business practices 15 U.S.C 45 - Federal Trade Commission ACT Section 5 - FDCPA 15 U.S.C 1692F The agreement is void due to the lender failure to perform their duty obligations under the contract.
Willful Violations of the Rule and contract agreement : In adopting this Rule, the Commission determined that it constitutes an unfair and deceptive practice within the meaning of Section 5 of the Federal Trade Commission Act ( 15 U.S.C. 45 ) for a seller, in the course of financing a consumer purchase of goods or services, to employ procedures which make the consumer 's duty to pay independent of the seller 's duty to fulfill his obligations. In the course of public proceedings of the XXXX the XXXX documented numerous cases where consumer purchase transactions were financed in such a way that the consumer was legally obligated to make full payment to a creditor despite breach of warranty, misrepresentation, and even fraud on the part of the seller.
Under ordinary contract law, the promises of the parties to a sale transaction are mutually dependent. A seller is entitled to payment provided he delivers what he promised to deliver. If the seller fails to deliver what was promised, the consumer 's obligation to pay may be reduced or even eliminated. However, it is possible for a seller to arrange credit terms for buyers which separate the consumer 's legal duty to pay from the seller 's legal duty to keep his promises.
The written agreement does not provide me with the knowledge or show I gave the lender authorization or permission for the bank to receive {$130000.00} in actual cash value funded by me in the promissory note ; then use the note to fund a bank loan check back to me which obligated me to give the bank {$130000.00} plus interest for free. It was never my intent to fund my own bank loan check of {$130000.00} and to also be required to pay monthly payments plus interest. It was never my intent to give a security interest in my property as collateral to fund any obligation under these terms.
This is a willful intent on the bank and their policies knowingly the promissory note funded the check which produced equal value to the bank loan check without any consideration from the lender. The lender has not loan anything of cash value to obtain the promissory note therefore, the bank did not invest any legal tender or depositors money to obtain the promissory note. The contract was not clear enough to decline what was being promised. The contract was formed under duress by having me sign an unconscionable contract that no reasonable or informed person would agree to.
Right Path has sent me presentments using profane language with the obligations to perform under a contract without receiving any benefit or consideration in return. I have disputed the validity of the alleged debt. In return, Right Path Servicing has tried to validate a debt that has no connection to them, by furnishing forms to create a false belief that the original creditor is participating in the collection or an attempt to collect a debt allegedly owed. Since they cant validate the debt ; a new contract was created to coerce me into believing the original lender provided me with the consideration in receiving actual cash value from them. I have requested the original contract which would include the endorsed note and security instrument and I have received presentment which appears to be a copy. Counterfeit documents are unacceptable in the connection with any debt. Especially, in the event they are making strong allegations that I owe an alleged debt. I have sent notice of dispute under RESPA and requested for the original documents again only to be told the documents are being retained as its my obligation to pay. Why would a contract in its original state be retained from the actual parties involved in the transaction? Who would retain this information from the actual parties involved in the transaction? Only to produce counterfeit documents alleging that a debt is owe to them. This is unethical advertisement distorting the facts of the actual binding contract.
With the meeting of minds on creating a contract, the lender has not signed the contract, provided full disclosure of said contract terms and refuses to provide the original endorse note and mortgage showing the chain of title. The contract produced is unilateral and not mutual dependent of one another. A lawful contract has two signatures and obligates both parties. I have the right to be treated with respect, fairness and dignity in the connection to any debt. I have never done business with Right Path Servicing, and they wish to carry out on a contract without any consideration making the contract void.
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05/06/2021 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
We are a XXXX XXXX XXXX, approximately XX/XX/XXXX i lost my contract for services in the oil field. We made XX/XX/XXXX House payment. We called Mr Cooper ( who services our home mortgage ) and explained our situation. They told us they would do a Covid loan forbearance for 90 Days and more if needed.
By that time i got my contracts back and was back to working. I contacted Mr Cooper XXXX XX/XX/XXXX, this is when they gave me options to settle the missing payments. I chose to do the loan modification and add all past due amounts to the end of our original loan contract. They said they would be in touch within 30 days with paperwork for us to complete. I did not hear from them. I reached out to them again in early XXXX and at least monthly since, in XXXX it has been nearly weekly, I always get to talk to somebody but never get any resolution other than empty promises. I received numerous letters telling us they are here to help us with a new policy called " single point of contact '' this is the only person i need to talk to to handle all my concerns. They indicate this will cut down on all communication errors or miscommunications. I have had over 3 single points of contact since XX/XX/XXXX, to date i have NEVER been able to talk to any of them. I have left messages and have NEVER had a single message returned. I have called them biweekly until finally then end of XXXX they sent us loan modification paperwork which we completed and returned now they said we need to make 3 consecutive monthly payments, which we did, XXXX, XXXX and XXXX. Again we had to hound them to get the ball rolling, now they had more paperwork for us to sign agreeing to the terms of the new contract. I did not sign it, contact them, there was no amortization schedule in the packet. I contacted them, they sent me a poorly manufactured schedule that did not answer any of my questions, finally a representative reached out to the Loan Modification Department and they said when my last payment was due, there was no balloon payment, which was my concern. So now we signed the papers and returned them, they were received late XX/XX/XXXX, they were not due until XX/XX/XXXX. I was told i could not make a XXXX payment because it would change the numbers on the signed modification. They said for me to make my next payment XXXX first. At the end of XXXX i went in to Mr. Coopers website to set up autopay, which we have had in place for over 5 years, it would not let me set it up. I tried to make XXXX payment through the one-time payment button, it would not let me. I called and talked to a representative, she said i could not make a payment, we disagreed, i demanded she take my money, whether she like it or not, she still refused. I demanded a manager, I talked to someone who said they were a manager and they stated i could not make the XXXX payment until the loan modification was booked and finalized and they would notify me by email when it was finished so i could make my XXXX payment. They have NEVER contacted me, This was ongoing throughout XXXX that i would try and make a payment with no success whether online or over the phone. I called them again XX/XX/XXXX and asked what was going on. The representative told me I had missed a payment and the loan modification now had been rejected and there was a balance due of {$13.00}, xxx.xx due to satisfy the terms of our agreement. I could not believe this. I told the representative i wanted to talk to a XXXX, so she put XXXX XXXX on the line. He said she was somewhat incorrect, that an {$81.00} payment to book the modification had not been made, and i had until XX/XX/XXXX to make it or the modification would be permanently rejected. I informed him i would pay the {$81.00} plus I would also pay XXXX and XXXX XXXX XXXX mortgage payment. He agreed to this and said he would handle this personally and said everything was fine. He said he would follow up with me today, XX/XX/XXXX, he did not. I emailed him at XXXX before work and told him that the balance was reduced by the payments I had made but the rejection notice was still showing active, front and center. I asked him to please call me. He did not. I have tried calling him twice this afternoon leaving a message both times to please call me. He has not. I told him that I would go to the bank an borrow the {$11.00}, xxx to bring the note current, he said I did not have to do that.
In XXXX we were victim to an unscrupulous lender, XXXX XXXX, out of Oregon, and lost our home this very same way. We don't want lose our home. We have a great deal of equity and i believe they want our home for the equity.
This has been an ongoing issue with Mr. Cooper that is very frustrating and on an emotional roller coaster! Every time we call we reach a different person, we have to reiterate each time the history of this issue, they always promise resolution and yet here we are again. no resolution.
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11/27/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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I bought my home in XX/XX/XXXX. I have always had my mortgage with my escrow tied in with the mortgage and automatically withdrawn from my checking account. Then XX/XX/XXXX I was in the process of refinancing my mortgage at 2 % Fixed rate and take {$20000.00} cash that I had in my investment of my home and make some necessary accommodations to my home because I have XXXX XXXX. I didnt realize what was taking XXXX XXXX so long to get my loan completed because I had an 820+ credit score. Then late XX/XX/XXXX rolls around and I get a call from another mortgage company that I thought I would let them see about refinancing my mortgage. I had people giving me bids for the modifications to my home and the mortgage lender called me back named XXXX to tell me that this Mr. Cooper company had turned me into the credit bureau for defaulting on my mortgage payment. I didnt know who Mr. Cooper was so I called the corporate office in Texas and recorded my conversation with the customer service representative named XXXX and a consumer affairs department representative on XX/XX/XXXX and asked for their consent to record the conversation. They agreed. I asked them who they were because they could not pull up my mortgage by my name, address, phone number or social security number. Then they asked me for my soon to be ex-wifes phone number and it pulled up the account. My name and address were on the mortgage account with XXXX XXXX because my wifes credit sucked. However I was told that I signed certified mail from Mr. Cooper but the company had no return receipt from the certified mail. Then the conversation lasted well over 45 minutes and I was told numerous times that I didnt owe Mr. Cooper anything because my mortgage was paid in full. I told the company to send my free and clear loan documents to XXXX XXXX XXXX in South Carolina but they had no idea where my mortgage was at? I have been back and forth with this company over a month now and no resolution. This mortgage company is a fraud and in my opinion they have committed mortgage fraud. I have never missed anything to pay until this guy comes around. I finally found that certified mail that my wife through a bunch of my mail in my yard and I have my vehicle that she is driving on my camera and discovered a a lot of my mail in my yard. I found the Certified Mail in my stolen mail but that letter was never opened and no one ever signed for the mail so that explains why that company of Mr. Cooper didnt have a returned mail receipt of delivery from me because the entire service mail receipt was still attached to the mail. I know how many he has done this to and I am wondering know how many more he has done this to because I have emailed them and told them that Mr. Cooper is responsible for paying my property taxes, my home insurance and send me my lien free mortgage and he was to fix my credit. I wasnt asking him to do anything, I was telling him what I expected. I feel like I am being discriminated against by the company because of my disability of XXXX XXXX, my gender, sexual orientation and my race. I am XXXX XXXX, XXXX XXXXXXXX and XXXX but I am to the point where this XXXX XXXX XXXX XXXXXXXX is ruining peoples lives and I worked XXXX years for the state of South Carolina and was told that I had to retire by the Governor because he and many of my colleagues in South Carolina saw my health deteriorating and they knew that I would not last another year working like I was. I retired from the state of South Carolina, I am XXXX my wife of XXXX years because of her XXXX with another man, I am fed up with people lying and being discriminated against by others because of a disability that they cant control or their heritage. I am not at Liberty to say the Agency that did my XXXX XXXX but irrelevant to that, we are consumed with XXXX XXXX and evil and immoral people in this Country and running this Country. This Mr. Cooper appears to be running a Pyramid scam and needs to be held accountable and responsible for their criminal actions. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. However this Mr. Cooper company is a criminal company and I want to see my mortgage, XXXXredit score fixed, taxes paid and my homeowners insurance coverage paid because consumers like myself are people that are being taken advantage of because of a company like this and I would have never known that Mr. Cooper had my mortgage and was threatening to forfeit on my home had I not looked into refinancing my mortgage in XXXX and then XX/XX/XXXX. Unethically and immorally corrupt at the expense of XXXX I need your help because this company has my mortgage XXXX day and XXXX days later I am told that they dont have my mortgage. I am fighting a XXXXXXXX XXXX of XXXX XXXX and I cant get any help with this company causing me to lose my home. Can you please help.
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12/08/2022 |
Yes |
- Debt collection
- Mortgage debt
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- Written notification about debt
- Didn't receive enough information to verify debt
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Web |
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Mr. Cooper bought my loan in XX/XX/2022. I had no say in this.
In XX/XX/2022, I missed my first payment ( auto pay sent it to the wrong company- this was my mistake which I took responsibility for ). I've offered the servicer to pay for the late fee from XXXX- they refuse to change their stance throughout this entire ordeal.
I did not receive a telephone call, email, or physical mail correspondence from Mr. Cooper to tell I was in arrears from XX/XX/XXXX until XX/XX/XXXX. In that time period, I continued to make regular payments to Mr. Cooper, ( all of which were more than the actual mortgage payment was worth ).
In bad faith, they claimed to have placed XXXX calls to me in that time period but was " unsuccessful '' in both reaching the phone number I gave them, but also in leaving a voicemail. They have not emailed me to tell me I was in arrears, nor have they sent physical mail to my address telling me I was ever in arrears. I have confirmed with my telecommunications provider that no such calls were placed to my phone number from Mr. Cooper.
Mr. Cooper claims to have notified me via online banking. Wait for this!
Around ( likely before ) XX/XX/XXXX, I enrolled in " Online Banking '' over the phone. During that call, Mr. Cooper did not bother to mention that notifications WOULD NOT be sent to my email, but instead would require that I log onto their portal each time to receive whatever notification Mr. Cooper had sent me.
- That's a very convenient loophole considering Mr. Cooper did not provide me with my loan # after or around XX/XX/XXXX, so I how does one possibly log into online banking? I didn't find out that one until I hung up the phone.
I could have called customer service but why would I waste that much time if I had never missed any ( presumed ) payments?! Why would i need to enroll in someone else 's portal if I pay {$200.00} more than my payment is worth each month? Mr. Cooper had just bought my loan and could not even provide a courtesy voicemail to tell me I was ever behind. How convenient for Mr. Cooper!
- This is all very coincidental that I received waves worth of spam to my email around the same time Mr. Cooper bought my loan. They have likely sold my information to who knows who, but can not leave an email to tell their customer ( WHO THEY JUST PURCHASED A LOAN FROM SOMEONE ELSE ) that they were being charged hundreds of dollars in late fees for an error recognized in XXXX. Not one piece of mail. Not one email telling me I was behind. Not one phone call received from XX/XX/XXXX - XX/XX/XXXX, and not one voicemail received. These are disgusting collections tactics!
- it's also very convenient that the only piece of mail I received from Mr. Cooper was that bought my loan ... ... ... 7 days before closing ... ... in XXXX!!!
All the late fees and " phantom '' notifications from Mr. Cooper continued until early XXXX where I became current after receiving my first voicemail from Mr. Cooper on XX/XX/XXXX. The ONLY CALL IN BETWEEN XX/XX/XXXX UNTIL XX/XX/XXXX RESULTED IN A VOICEMAIL FROM MR. COOPER. The voicemail did not even mention that I WAS BEHIND - they delivered a courtesy call because I filled out a case with the Better Business Bureau ( https : XXXX ). Disgusting!
They made claims in XXXX to the degrees of " well maybe our calls went to spam '' or " maybe your voicemail wasn't set up. '' Mr. Cooper will throw every scenario to deem this as MY FAULT, but can not provide an explanation to why they were unsuccessful for 33 straight calls for over 5 months. I did not receive XXXX call - how does Mr. Cooper claim to have made XXXX?! It's a new stream of undetected revenue for Mr. Cooper - hundreds of dollars in late fees charged- why would they bother reaching out to me if I kept making payments more than the mortgage is worth??
Mr. Cooper dinged my credit in XXXX, and now XX/XX/XXXX, without notice telling me I was behind, and despite being current since ( now ) XX/XX/XXXX.
Mr. Cooper has failed to acknowledge any illicit behavior and unlawfully deceitful collection practices despite numerous calls, emails and claims made from me since XX/XX/XXXX. Mr. Cooper refuses to respond to emails and refuses to escalate my claims upon recent calls. I submitted this to the XXXX where they continue to make wrong and weightless claims, and ultimately refusing to acknowledge any incompetence or negligence.
I work in lending and can say this is one of the slimiest schemes I've ever witnessed. Failure to acknowledge any wrong doing conveniently put hundreds of dollars in late fees into Mr. Cooper 's pockets in this scenario. Judging by other complaints online, it's obvious I am not alone.
I have never missed a payment on ANYTHING owed in my entire life. My credit was literally perfect until Mr. Cooper bought my loan from someone else, and now I am stuck with this mess. Very convenient for Mr. Cooper!
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01/14/2020 |
Yes |
- Debt collection
- I do not know
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- Attempts to collect debt not owed
- Debt was paid
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Web |
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Mr. Cooper XXXX. XXXX XXXX XXXX, TX XXXX XXXX : Customer Service Specialist XXXX XXXX Dear Nationstar Mortgage, LLC d/b/a Mr. Cooper Correspondence from you dated XX/XX/XXXX states that XXXX XXXX owns the note but the subject note is not part of a securitization trust. Please explain this statement. XXXX XXXX does not loan money to individuals and if XXXX XXXX owns the note, it would be because the note was securitized in a remic trust. So, I respectfully ask you to elaborate on your statement. Please provide proof that XXXX XXXX owns the note. What records are in your possession to prove XXXX XXXX owns the note? What records are being referred to?
You also stated that the collateral file with the wet ink signature is in the possession of Mr. Cooper as of XX/XX/XXXX. This is a direct discrepancy with court records filed with the court, as Mr. Cooper filed a note claiming it to be the original wet ink signature in XXXX. Furthermore the endorsements on the note are facsimile endorsements by unauthorized parties signing as " attorney in fact '' with no power of attorney to sign for the company.
You stated that MERS assignment by XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX is a valid assignment. It is not and never will be valid. The assignor, and the recorder and the preparer are all from different states, are different companies and the assignment was post dated and not filed until a year later. You also state that the loan originated with MERS. MERS DOE NOT, NEVER HAS AND NEVER will originate loans, as MERS does not loan money and has ZERO employees.
The letter goes on to state that MERS issued the assignment to Nationstar Mortgage, LLC. MERS can not issue an assignment to anyone, nor can MERS transfer interest to anyone. MERS can not accept payment for a mortgage, therefore, there is no value paid. Nationstar employee, XXXX XXXX assigned the mortgage from MERS to Nationstar. This is fraud, as the assignor and the assignee can not be the same party in a mortgage assignment.
You further state that Nationstar Mortgage d/b/a Mr. Cooper has the right to enforce the note because you state the mortgage follows the note. The right to enforce the note is completely different than the right to enforce the mortgage. To enforce the mortgage, you must show payment for the loan. Please provide proof of payment for the loan.
Stealing someone's home with falsified and forged documents is a crime. Your employee XXXX XXXX signs documents as the vice president of Mortgage Electronic Registration Systems , Inc and as assistant secretary of the same. XXXX XXXX signs documents as the assistant secretary of XXXX XXXX XXXX. She also signs as assistant secretary for Nationstar Mortgage, LLC. You also have XXXX XXXX signing as vice president of Mortgage Electronic Registration Systems , Inc. Both of these women are also notarizing documents for Nationstar Mortgage, LLC d/b/a Mr. Cooper. This is fraud. Unless you can provide power of attorney from all of those companies giving these women the authority to sign documents on their behalf with an unauthorized and false title.
Payment history does not prove ownership of a loan. Provide proof of who owns the loan. The previous answer you gave " Some information you have requested does not pertain directly to the servicing of the loan such as proof of owner and custodian, does not identify any specific servicing errors, and/or is considered proprietary and confidential. Therefore, this information is considered outside the scope of information that must be provided. ", is UNACCEPTABLE. The right to service a loan for the owner of the loan, is different than forcing the sale of someone's home for unjust enrichment. Nationstar does not own the note or the mortgage and has admitted they do not own the loan, never gave value for the loan and never loaned anything to XXXX or XXXX XXXX. A servicer 's job is to collect payments for the owner of the loan. To enforce the mortgage, payment for the loan must be proven.
Furthermore, the last complaint filed with the CFPB on XX/XX/XXXX was responded to by Nationstar Mortgage, LLC doing d/b/a Mr. Cooper with an " Original Document File Review Checklist '' and I would like to draw your attention to the Mortgage/deed of trust section on the document where it specifically states that the chain of assignments are not complete and there is a missing assignment from MERS to XXXX. This is dated XX/XX/XXXX, with the signature of XXXX. So, you are contradicting yourself when you claim the chain of title is complete. This is an incomplete chain of title. Who is XXXX?
Furthermore, Nationstar 's own annual report shows Investor XXXX as XXXX XXXX and the trust is XXXX XXXX which is the trust I have been told my mortgage is linked to but I find this odd since the investor and seller were allegedly XXXX XXXX and XXXX XXXX.
I look forward to your response.
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01/14/2020 |
Yes |
- Debt collection
- I do not know
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- Attempts to collect debt not owed
- Debt was paid
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Web |
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Mr. Cooper XXXX. XXXX XXXX XXXX, TX XXXX RE : Customer Service Specialist XXXX XXXX Dear Nationstar Mortgage, LLC d/b/a Mr. Cooper Correspondence from you dated XX/XX/XXXX states that XXXX XXXX owns the note but the subject note is not part of a securitization trust. Please explain this statement. XXXX XXXX does not loan money to individuals and if XXXX XXXX owns the note, it would be because the note was securitized in a remic trust. So, I respectfully ask you to elaborate on your statement. Please provide proof that XXXX XXXX owns the note. What records are in your possession to prove XXXX XXXX owns the note? What records are being referred to?
You also stated that the collateral file with the wet ink signature is in the possession of Mr. Cooper as of XX/XX/XXXX. This is a direct discrepancy with court records filed with the court, as Mr. Cooper filed a note claiming it to be the original wet ink signature in XXXX. Furthermore the endorsements on the note are facsimile endorsements by unauthorized parties signing as " attorney in fact '' with no power of attorney to sign for the company.
You stated that MERS assignment by XXXX XXXX XXXX , XXXX f/k/a XXXX XXXX XXXX XXXX , XXXX is a valid assignment. It is not and never will be valid. The assignor, and the recorder and the preparer are all from different states, are different companies and the assignment was post dated and not filed until a year later. You also state that the loan originated with MERS. MERS DOE NOT, NEVER HAS AND NEVER will originate loans, as MERS does not loan money and has ZERO employees.
The letter goes on to state that MERS issued the assignment to Nationstar Mortgage, LLC. MERS can not issue an assignment to anyone, nor can MERS transfer interest to anyone. MERS can not accept payment for a mortgage, therefore, there is no value paid. Nationstar employee, XXXX XXXX assigned the mortgage from MERS to Nationstar. This is fraud, as the assignor and the assignee can not be the same party in a mortgage assignment.
You further state that Nationstar Mortgage d/b/a Mr. Cooper has the right to enforce the note because you state the mortgage follows the note. The right to enforce the note is completely different than the right to enforce the mortgage. To enforce the mortgage, you must show payment for the loan. Please provide proof of payment for the loan.
Stealing someone's home with falsified and forged documents is a crime. Your employee XXXX XXXX signs documents as the vice president of Mortgage Electronic Registration Systems , Inc and as assistant secretary of the same. XXXX XXXX signs documents as the assistant secretary of XXXX XXXX XXXX. She also signs as assistant secretary for Nationstar Mortgage, LLC. You also have XXXX XXXX signing as vice president of Mortgage Electronic Registration Systems , Inc. Both of these women are also notarizing documents for Nationstar Mortgage, LLC d/b/a Mr. Cooper. This is fraud. Unless you can provide power of attorney from all of those companies giving these women the authority to sign documents on their behalf with an unauthorized and false title.
Payment history does not prove ownership of a loan. Provide proof of who owns the loan. The previous answer you gave " Some information you have requested does not pertain directly to the servicing of the loan such as proof of owner and custodian, does not identify any specific servicing errors, and/or is considered proprietary and confidential. Therefore, this information is considered outside the scope of information that must be provided. ", is UNACCEPTABLE. The right to service a loan for the owner of the loan, is different than forcing the sale of someone's home for unjust enrichment. Nationstar does not own the note or the mortgage and has admitted they do not own the loan, never gave value for the loan and never loaned anything to XXXX or XXXX XXXX. A servicer 's job is to collect payments for the owner of the loan. To enforce the mortgage, payment for the loan must be proven.
Furthermore, the last complaint filed with the CFPB on XX/XX/XXXX was responded to by Nationstar Mortgage, LLC doing d/b/a Mr. Cooper with an " Original Document File Review Checklist '' and I would like to draw your attention to the Mortgage/deed of trust section on the document where it specifically states that the chain of assignments are not complete and there is a missing assignment from MERS to XXXX. This is dated XX/XX/XXXX, with the signature of XXXX. So, you are contradicting yourself when you claim the chain of title is complete. This is an incomplete chain of title. Who is XXXX?
Furthermore, Nationstar 's own annual report shows Investor XXXX as XXXX XXXX and the trust is XXXX 2005W1 which is the trust I have been told my mortgage is linked to but I find this odd since the investor and seller were allegedly XXXX XXXX and XXXX XXXX.
I look forward to your response.
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02/02/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My mortgage loan was being serviced by Mr. Cooper up until XX/XX/XXXX. My mortgage loan as of XX/XX/XXXX is being serviced by Rightpath.
Due to an insurance claim on XX/XX/XXXX, Mr. Cooper was holding a portion of the insurance claim funds in an escrow account. In regards to this claim, I have been involved in a bad faith lawsuit against the insurance company since XX/XX/XXXX. XX/XX/XXXX, I asked Mr. Cooper to close the claim and apply the {$9800.00} to my mortgage rather than keep claim in limbo until lawsuit resolved ( attorney says possibly 3 more years ). They had me do an inspection for {$35.00}. This was done and then Mr. Cooper agreed to apply {$9700.00} to mortgage, {$35.00} for inspection fee and {$92.00} lender fees. I was told this was done and claim closed on XXXX.
In XX/XX/XXXX, going forward, Rightpath Servicing became my new loan servicing company. Mr. Cooper had agreed to close my escrow account end of XXXX and I would receive the funds mid XXXX in time to pay my taxes. When Rightpath took over, the escrow account was not closed and they did not pay my taxes. Rightpath got the escrow closed, but then Rightpath had an issue with the names on the checks and I did not receive my funds until XX/XX/XXXX causing me to incur late fees on my taxes. Which Rightpath refused to reimburse.
Just as I had gotten the escrow/taxes problem resolved ( took 3 months ), I went online XX/XX/XXXX to make my payment and there was a {$15.00} fee on my account. No one at Rightpath could tell me what it was for. Their representatives have requested a refund of the fees 6 times up to date. I was sent letters saying the reason for the fee denials were : 1 ) Was late on mortgage payments NO! I have not been late since XXXX with XXXX XXXXXXXX XXXX. Not one late payment with Nationstar, Mr. Cooper or Rightpath.
2 ) My account was in foreclosure. NO! My mortgage is not in foreclosure and has never been.
XXXX ) They thought the house was vacant NO! I had been on the phone with Rightpath almost daily dealing with them not paying my taxes that were due in XXXX.
XXXX ) The claim was not closed and Rightpath showed they still owed me the {$9800.00}. I told them no, but they insisted that it still needed to be paid to me.
XXXX ) Today, XXXX, I learned that the {$15.00} fee was for the final drive by inspection on XXXX. ( But thats what Mr. Cooper said about the {$35.00} fee in XX/XX/XXXX. ) If this was the final inspection, why was the account not closed until XXXX? If it really is closed?
I did receive a letter about an inspection being ordered in XX/XX/XXXX, but I called in and was told it was computer generated, there was no inspection ordered, just disregard the letter, but it was always good to call in. I did not receive anything further about inspections.
XXXX ) The 6th request for refund was submitted today, XXXX and Im told I have to wait 5 days for a reply and 2 days for a supervisor call back.
In addition, I was told by a supervisor that the {$15.00} will be charged to my account every 90 days until the claim is closed. Mr. Cooper says claim is closed..as of today, XXXX, Rightpath says claim is open.
I was told by a representative, XXXX that the claim was now closed on XX/XX/XXXX and I will not be charged anymore inspection fees ( but that is what I was told in XX/XX/XXXX ). She said she would put in writing that information and email me, but I have not received anything from her.
XXXX at Mr. Cooper did say it was Mr. Cooper that requested the second final inspection. I suggested that Mr. Cooper could refund me the {$35.00} final inspection fee and I will pay the {$15.00} final inspection fee. But all that was done today was the Rightpath representative XXXX sending in a 6th refund request.
I was told by multiple representatives that a supervisor/manager would call me back. Some of the supervisors noted the account that they called back, but I have yet to receive a manager call back.
I have been making extra principal payments to pay down my mortgage and with this {$15.00} fee ; I can not make any additional principal payments which is adding more interest.
Now, not only do I have to address this fraudulent {$15.00} fee, but Rightpath supervisor says they will be charging me {$15.00} every 90 days until the claim is closed! I am trying to fix this problem prior to incurring more fraudulent fees for a claim that was supposed to be closed in XX/XX/XXXX!
Please help me Rightpath representative told me that they can do what they want, treat me how they want because what am I going to do? Its not so easy to change mortgage companies, laughed and hung up on me.
This is very frustrating and really should have been resolved quickly and yet I am here almost 3 months out still trying to get resolve. Please help! I am XXXX, on XXXX, and this is causing so much stress and is a financial hardship.
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12/08/2022 |
Yes |
- Debt collection
- Mortgage debt
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- Written notification about debt
- Didn't receive enough information to verify debt
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Web |
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Mr. Cooper bought my loan in XX/XX/2022. I had no say in this.
In XX/XX/2022, I missed my first payment ( auto pay sent it to the wrong company- this was my mistake which I took responsibility for ). I've offered the servicer to pay for the late fee from XXXX- they refuse to change their stance throughout this entire ordeal.
I did not receive a telephone call, email, or physical mail correspondence from Mr. Cooper to tell I was in arrears from XX/XX/XXXX until XX/XX/XXXX. In that time period, I continued to make regular payments to Mr. Cooper, ( all of which were more than the actual mortgage payment was worth ).
In bad faith, they claimed to have placed XXXX calls to me in that time period but was " unsuccessful '' in both reaching the phone number I gave them, but also in leaving a voicemail. They have not emailed me to tell me I was in arrears, nor have they sent physical mail to my address telling me I was ever in arrears. I have confirmed with my telecommunications provider that no such calls were placed to my phone number from Mr. Cooper.
Mr. Cooper claims to have notified me via online banking. Wait for this!
Around ( likely before ) XX/XX/XXXX, I enrolled in " XXXX Banking '' over the phone. During that call, Mr. Cooper did not bother to mention that notifications WOULD NOT be sent to my email, but instead would require that I log onto their portal each time to receive whatever notification Mr. Cooper had sent me.
- That's a very convenient loophole considering Mr. Cooper did not provide me with my loan # after or around XX/XX/XXXX, so I how does one possibly log into online banking? I didn't find out that one until I hung up the phone.
I could have called customer service but why would I waste that much time if I had never missed any ( presumed ) payments?! Why would i need to enroll in someone else 's portal if I pay {$200.00} more than my payment is worth each month? Mr. Cooper had just bought my loan and could not even provide a courtesy voicemail to tell me I was ever behind. How convenient for Mr. Cooper!
- This is all very coincidental that I received waves worth of spam to my email around the same time Mr. Cooper bought my loan. They have likely sold my information to who knows who, but can not leave an email to tell their customer ( WHO THEY JUST PURCHASED A LOAN FROM SOMEONE ELSE ) that they were being charged hundreds of dollars in late fees for an error recognized in XXXX. Not one piece of mail. Not one email telling me I was behind. Not one phone call received from XX/XX/XXXX - XX/XX/XXXX, and not one voicemail received. These are disgusting collections tactics!
- it's also very convenient that the only piece of mail I received from Mr. Cooper was that bought my loan ... ... ... 7 days before closing ... ... in XXXX!!!
All the late fees and " XXXX '' notifications from Mr. Cooper continued until early XXXX where I became current after receiving my first voicemail from Mr. Cooper on XX/XX/XXXX. The ONLY CALL IN BETWEEN XX/XX/XXXX UNTIL XX/XX/XXXX RESULTED IN A VOICEMAIL FROM MR. COOPER. The voicemail did not even mention that I WAS BEHIND - they delivered a courtesy call because I filled out a case with the XXXX XXXX XXXX ( XXXX XXXX XXXX ). XXXX
They made claims in XXXX to the degrees of " well maybe our calls went to spam '' or " maybe your voicemail wasn't set up. '' Mr. Cooper will throw every scenario to deem this as MY FAULT, but can not provide an explanation to why they were unsuccessful for 33 straight calls for over 5 months. I did not receive 1 call - how does Mr. Cooper claim to have made 33?! It's a new stream of undetected revenue for Mr. Cooper - hundreds of dollars in late fees charged- why would they bother reaching out to me if I kept making payments more than the mortgage is worth??
Mr. Cooper dinged my credit in XXXX, and now XX/XX/XXXX, without notice telling me I was behind, and despite being current since ( now ) XX/XX/XXXX.
Mr. Cooper has failed to acknowledge any illicit behavior and unlawfully deceitful collection practices despite numerous calls, emails and claims made from me since XX/XX/XXXX. Mr. Cooper refuses to respond to emails and refuses to escalate my claims upon recent calls. I submitted this to the XXXX where they continue to make wrong and weightless claims, and ultimately refusing to acknowledge any incompetence or negligence.
I work in lending and can say this is one of the XXXX schemes I've ever witnessed. Failure to acknowledge any wrong doing conveniently put hundreds of dollars in late fees into Mr. Cooper 's pockets in this scenario. Judging by other complaints online, it's obvious I am not alone.
I have never missed a payment on ANYTHING owed in my entire life. My credit was literally perfect until Mr. Cooper bought my loan from someone else, and now I am stuck with this mess. Very convenient for Mr. Cooper!
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02/07/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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XX/XX/XXXX : I went to go make my payment for my mortgage as usual. However, this time the app on my phone that I use required I re-enter my data for some reason ( despite having it stored for the last year no problem ). I re-enter my account information and the payment shows as posted on Mr. Coopers website the same day. This is a pretty standard thing for them, showing it posted same day despite taking 1-2 days to withdraw from my account.
XX/XX/XXXX : I called Mr. Cooper because the funds hadnt deducted from my account. I asked if they believe it was due to the XXXX? The gentlemen told me No and that the funds appear to have applied to my account already. I asked about it not clearing my bank to which he suggested I call my bank.
I call my bank and verified that the funds havent been deducted, even with the holiday something would have shown by now.
I checked the payment information and realized the account number was off by one number. I called Mr. Cooper and notified them immediately and told them NOT to apply the funds. I spoke with a gentleman ( I think his name was XXXX XXXX who told me there is nothing we can do but wait for the bank to ask for the money back. I made a payment with them over the phone that day to ensure I wasnt late. The employee attempted to pay only the minimum, {$2000.00} but I told him no, please pay the {$2100.00} as usual so I can pay an extra {$44.00} additional principle. At this time, I asked the employee what happens to the funds I pay today ( since it went all to principal because the bank hadnt asked for the old funds back ) and he said theyll reapply it to Principal and Interest. He did NOT tell me of any NSF fee or that the money I was paying would apply to any NSF fee. * This will come up later. They proceed to try TWO more times to withhold money from the wrong account after this conversation, despite me telling them not to.
Early XX/XX/XXXX, sometime before XX/XX/XXXX but my phone log record wont go back that far so I dont have this exact date : I called early XX/XX/XXXX ( around XXXX I believe since thats when the payment reapplied ) once I saw they charged me a fee. I spoke with a female about disputing the NSF fee because I didnt feel it was fair to charge me a fee when I told them NOT TO APPLY THE FUNDS. I understand I called 9 days after I submitted the payment but they always apply the money same day, so even if I caught the issue right away there would not have been any process for me to prevent this from happening. Additionally, it isnt really NSF because I had the funds, it was just incorrect information. The woman I spoke to said she submitted a waiver request but never did.
XX/XX/XXXX : After waiting a few weeks, nothing had happened. I submitted an e-mail request for the NSF fee to be waived, reference # XXXX XX/XX/XXXX : I received a letter stating The NSF charge, in the amount of {$25.00} has been waived. As of the date of this letter, your late charge balance is {$0.00} There was no additional information in this letter about what that meant, or the time frame for a correction so I waited.
XX/XX/XXXX : I called Mr. Cooper again because I saw the NSF fee was still there. I spoke with a representative XXXX, who said : XXXX. She is not sure where the fee went or my money went. She shows the fee is pending but can not find the money XXXX. She then created a new fee to reapply the fee ( I didnt not understand this ) XXXX. Later, she changed her mind and said the fee that was waived was a Late charge fee and not an NSF fee. ( Note : their own document says NSF charge in the amount of {$25.00} was waived XXXX. She then proceeded to tell me that the payments I see on my account are not an accurate representation of the payment she has in her system. I disputed her on this saying they have a legal obligation to provide me accurate payment records to which she said the information they see is too confusing and complicated for me to understand and then send me to a supervisor.
The supervisor told me it would take 5-7 business days from the date of the letter to have them reapply the funds ( even though I believe that day was the 7th business day at the time.
XX/XX/XXXX : I called Mr. Cooper again. I spoke with XXXX who talked in circles about the same issues as before. I had to re-explain everything to him again. He tried to tell me the fee couldnt be waived because I already paid it. I told him that wasnt fair to because no one told me when I made my payment on XX/XX/XXXX I was also paying a fee, or I wouldnt have done it. He was finally apply to pull off the XXXX payment and reapply the additional {$25.00} to principal. I asked XXXX how long this process takes and he said typically 24 hours, but no more than 3 business days.
Today is no XX/XX/XXXX, 8 business days after the last call and the funds are still showing incorrect.
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02/02/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My mortgage loan was being serviced by Mr. Cooper up until XX/XX/XXXX. My mortgage loan as of XX/XX/XXXX is being serviced by Rightpath.
Due to an insurance claim on XX/XX/XXXX, Mr. Cooper was holding a portion of the insurance claim funds in an escrow account. In regards to this claim, I have been involved in a bad faith lawsuit against the insurance company since XX/XX/XXXX. XX/XX/XXXX, I asked Mr. Cooper to close the claim and apply the {$9800.00} to my mortgage rather than keep claim in limbo until lawsuit resolved ( attorney says possibly 3 more years ). They had me do an inspection for {$35.00}. This was done and then Mr. Cooper agreed to apply {$9700.00} to mortgage, {$35.00} for inspection fee and {$92.00} lender fees. I was told this was done and claim closed on XXXX.
In XX/XX/XXXX, going forward, Rightpath Servicing became my new loan servicing company. Mr. Cooper had agreed to close my escrow account end of XXXX and I would receive the funds mid XXXX in time to pay my taxes. When Rightpath took over, the escrow account was not closed and they did not pay my taxes. Rightpath got the escrow closed, but then Rightpath had an issue with the names on the checks and I did not receive my funds until XX/XX/XXXX causing me to incur late fees on my taxes. Which Rightpath refused to reimburse.
Just as I had gotten the escrow/taxes problem resolved ( took 3 months ), I went online XX/XX/XXXX to make my payment and there was a {$15.00} fee on my account. No one at Rightpath could tell me what it was for. Their representatives have requested a refund of the fees 6 times up to date. I was sent letters saying the reason for the fee denials were : 1 ) Was late on mortgage payments NO! I have not been late since XXXX with XXXX XXXX XXXX. Not one late payment with Nationstar, Mr. Cooper or Rightpath.
2 ) My account was in foreclosure. NO! My mortgage is not in foreclosure and has never been.
3 ) They thought the house was vacant NO! I had been on the phone with Rightpath almost daily dealing with them not paying my taxes that were due in XXXX.
4 ) The claim was not closed and Rightpath showed they still owed me the {$9800.00}. I told them no, but they insisted that it still needed to be paid to me.
XXXX ) Today, XXXX, I learned that the {$15.00} fee was for the final drive by inspection on XXXX. ( But thats what Mr. Cooper said about the {$35.00} fee in XX/XX/XXXX. ) If this was the final inspection, why was the account not closed until XXXX? If it really is closed?
I did receive a letter about an inspection being ordered in XX/XX/XXXX, but I called in and was told it was computer generated, there was no inspection ordered, just disregard the letter, but it was always good to call in. I did not receive anything further about inspections.
6 ) The 6th request for refund was submitted today, XXXX and Im told I have to wait 5 days for a reply and 2 days for a supervisor call back.
In addition, I was told by a supervisor that the {$15.00} will be charged to my account every 90 days until the claim is closed. Mr. Cooper says claim is closed..as of today, XXXX, Rightpath says claim is open.
I was told by a representative, XXXX that the claim was now closed on XX/XX/XXXX and I will not be charged anymore inspection fees ( but that is what I was told in XX/XX/XXXX ). She said she would put in writing that information and email me, but I have not received anything from her.
XXXX at Mr. Cooper did say it was Mr. Cooper that requested the second final inspection. I suggested that Mr. Cooper could refund me the {$35.00} final inspection fee and I will pay the {$15.00} final inspection fee. But all that was done today was the Rightpath representative XXXX sending in a
6th refund request. I was told by multiple representatives that a supervisor/manager would call me back. Some of the supervisors noted the account that they called back, but I have yet to receive a manager call back.
I have been making extra principal payments to pay down my mortgage and with this {$15.00} fee ; I can not make any additional principal payments which is adding more interest.
Now, not only do I have to address this fraudulent {$15.00} fee, but Rightpath supervisor says they will be charging me {$15.00} every 90 days until the claim is closed! I am trying to fix this problem prior to incurring more fraudulent fees for a claim that was supposed to be closed in XX/XX/XXXX!
Please help me Rightpath representative told me that they can do what they want, treat me how they want because what am I going to do? Its not so easy to change mortgage companies, laughed and hung up on me.
This is very frustrating and really should have been resolved quickly and yet I am here almost 3 months out still trying to get resolve. Please help! I am XXXX, on XXXX, and this is causing so much stress and is a financial hardship.
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09/19/2018 |
Yes |
- Mortgage
- Reverse mortgage
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- Trouble during payment process
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Web |
Servicemember |
My house is on a reverse mortgage with XXXX XXXX XXXX. The house caught fire and burned down to the subflooring. I filed a claim with my insurance company XXXX XXXX XXXX XXXX XXXX. My claim handler is XXXX XXXX with XXXX XXXX XXXX XXXX. Mr. XXXX has sent the following checks to me in order for me to sign and forward to XXXX XXXX : XX/XX/XXXX in the amount of {$310000.00} XX/XX/XXXX in the amount of {$17000.00} and XX/XX/XXXX in the amount of {$10000.00} The total of these three payments is {$330000.00}.
These checks were all forwarded to XXXX XXXX within one day of my receiving them.
My XXXX has billed the mortgage company for : Demolition on XX/XX/XXXX in the amount of {$40000.00} and received payment of {$20000.00} on XX/XX/XXXX. On XX/XX/XXXX, after talking to XXXX ( customer service rep ) for over an hour I was told they would not pay anything until they received permits and drawings, she finally transferred me to XXXX ( the supervisor ) who said I needed to sign an affidavit and get an inspection. XXXX said the remaining balance would be paid after the inspection. The inspection was originally scheduled for XX/XX/XXXX and the inspector never showed up. The mortgage company was contacted several times regarding the short payment. Each time, I reached a different person and was told something different each time. When I asked repeatedly, on numerous calls, to talk again to a supervisor, I was told there was no supervisor available. On XX/XX/XXXX, I called and talked to XXXX. He told me that XXXX XXXX would be sending me a check for {$79000.00} and I could make the payments out of these funds. XXXX told me that all they needed was a bid and they would pay my contractor and that no permits or plans were needed.
On XX/XX/XXXX, I talked to XXXX, who said that the inspector would be here on XX/XX/XXXX. When the inspector finally showed up, he drove around the house and I had to run out and stop him from leaving. The inspector asked me what he supposed to inspect. I told him demolition and debris removal. He asked me how much of the demo and debris removal was done and I told him 100 %. He stated that he thought he was there to inspect how much of the house was completed. My contractor then received a check on XX/XX/XXXX for {$13000.00}, which left a balance of {$6300.00}. More calls and the balance of the invoice was paid received by the contractor on XX/XX/XXXX.
My contractor also billed XXXX XXXX for running electrical to a temporary residence and replacing a new power pole and sub-panel, because the old ones were damaged in the fire. This invoice was also dated XX/XX/XXXX. After numerous calls, they finally paid this invoice on XX/XX/XXXX.
On XX/XX/XXXX, my contractor billed XXXX XXXX for the drafting and engineering charges, based on bids they had received. The amount of this bill was {$13000.00}. Because payments were not received on prior invoices, my contractor would not pay out additional funds to the designer and engineer. Because of this, the original engineer was unavailable for my house and we had to go with a more expensive engineer. The contractor sent a revised bill to Champion Mortgage on XX/XX/XXXX. To date no payment has been received for this invoice. The contractor 's office called to follow up with Champion Mortgage on this invoice and was told the insurance company had not approved payment of the invoice. The contractor 's office then contacted XXXX XXXX at XXXX XXXX XXXX XXXX XXXX and was told by him that the approval of the original invoice had been submitted to XXXX XXXX on XX/XX/XXXX via email. At that time the contractor 's accountant and Mr. XXXX ( on a 3-way call ), talked to XXXX at XXXX XXXX. XXXX asked for the number they were calling from ( in case they were disconnected ) and it was provided to her. After being put on a brief three minute hold numerous times for approximately an hour, the call was disconnected by XXXX. No return call was received. This bill has still not been paid. XXXX XXXX has not responded to emails sent my my contractor 's office either.
On XX/XX/XXXX, I returned XXXX 's call. I told her that the drafting and engineering bill still had not been paid. She told me that I needed an inspection. I informed her that the drafting and engineering were for blueprints and plans and how would they be inspected. She didn't have an answer for me and said she would call my contractor. My contractor assures me, this call never happened.
In summation, XXXX XXXX has received {$330000.00} from the insurance company to rebuild my house ( most of it received in XX/XX/XXXX ). They have paid {$50000.00} to my contractor, leaving an approved bill of {$21000.00} unpaid. They are holding {$280000.00} in monies from the insurance company and construction can not proceed on my home until the design and engineering bill has been paid.
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10/05/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Trying to communicate with the company to fix an issue while managing or servicing your loan
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Web |
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On XX/XX/XXXX RightPath Servicing sent me a notice informing me that my betterments and improvements insurance had expired when at no time did my insurance expire.
Due to the claim by RightPath Servicing that my hazard insurance expired, I sent RightPath Servicing proof of hazard insurance ( Condo Assoc. Master Policy ) on XX/XX/XXXX. A confirmation email was sent in response by RightPath Servicing, acknowledging receipt of the documents I provided.
On XX/XX/XXXX I received a Second and Final Notice dated XX/XX/XXXX. This second and final notice was in the format provided by the CFPB ( XXXX ) or Model Form to be used if no response was sent to the servicer after sending a first notice ( XXXX ) to the borrower. Again, RightPath Servicing did receive proof of insurance on XX/XX/XXXX as confirmed by the documents confirmation response I received. This would have required RightPath Servicing to use the XXXX Model Form for Second and Final Notice.
The Second and Final Notice, in the no response format sent by RightPath Servicing, requires the second and final notice to have the same language as the first notice. It does not.
The XXXX Model Forms place the words hazard and insurance type in brackets [ ]. If RightPath Servicing had properly drafted these notices, HO-6 Insurance would have been placed in these brackets as [ insurance type ]. Hazard insurance is not a type of insurance that can be purchased but HO-6 insurance is, as referenced in XXXX XXXX XXXX XXXX XXXX XXXX RightPath Servicing is aware of this insurance type as they referred me to XXXX XXXX XXXX Servicer Guide in a response letter dated XX/XX/XXXX, to my complaint.
RightPath Servicing has sent a letter detailing a timeline for HO-6 insurance and clearly take the position that my hazard insurance was insufficient, not expired or about to expire. In a letter dated XX/XX/XXXX, RightPath Servicing states ; XX/XX/XXXX - Loan transferred to RightPath Servicing with no HO6 insurance XXXX details. RightPath Servicing does not state hazard insurance expired, in this timeline, as they do in the first and second notices regarding forced placed insurance. In this same response letter dated XX/XX/XXXX RightPath Servicing states ; XX/XX/XXXX - No response to initial letter provided ; a second and final LPI notice was issued. This is simply not true, insurance documents were sent on XX/XX/XXXX and a confirmation email for receipt of these documents was received by me.
Also, within this timeline, it states ; XX/XX/XXXX - LPI was added to the account on policy # XXXX - term XX/XX/XXXX through XX/XX/XXXX, with a premium amount of {$4900.00}.
I informed RightPath Servicing that I never received a notice from them that HO6 insurance was placed on my property at my expense. In a response letter dated XX/XX/XXXX RightPath Servicing explains that they did not send a notice of HO6 insurance and states : Regarding your claim that the final notice of placement of HO-6 insurance dated XX/XX/XXXX was never sent and never existed, please be informed that the insurance-related letters were sent directly from our insurance vendor and was not in our imaging system. The timeline of events, XX/XX/XXXX, does not state a notice was sent.
On XX/XX/XXXX RightPath Servicing received contact information for borrowers insurance provider via email. At no time does RightPath Servicing provide proof that they contacted my insurance provider in order to satisfy the Reasonable Basis requirement for imposing forced placed insurance. RightPath Servicing has never provided a copy of a cancellation, expiration or non-renewal document from borrowers insurance provider, this document must be provided to satisfy the Reasonable Basis requirement.
In addition, RightPath Servicing does not identify the type of hazard insurance they claim to require, hazard insurance is a broad term used to identify forced placed insurance but it does not identify the type of forced placed insurance. XXXX XXXX lists HO-6 as the insurance type, they do not simply list hazard insurance.
The proof of insurance documents sent to RightPath Servicing on XX/XX/XXXX shows the insurance policy to carry an additional coinsurance clause. Again, RightPath Servicing refers me to Chapter 4703.2c in a response letter dated XX/XX/XXXX and within this Chapter it states : A policy with a coinsurance clause, and inclusion of an agreed amount endorsement or selection of the agreed value option ( which waives the requirement for coinsurance ) is considered acceptable evidence that the 100 % replacement cost requirement has been met.
To date, RightPath Servicing continues to claim they have properly noticed me in regards to forced placed insurance. This is not true, as detailed above.
RightPath Servicing has and continues to cause me great financial harm as well as unnecessary personal injury.
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08/18/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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There is money missing from my escrow account and the mortgage company increased my mortgage payment by XXXX per month stating I had a shortage of XXXX in my escrow account in the Escrow Review Statement sent XX/XX/XXXX. At the time I received the statement I called as the actual Statement they sent made no sense. The projected escrow balance showed a deficiency, but the actual account activity showed a surplus based on ACTUAL DEPOSITS into my escrow account. I called multiple times, got various answers that were all different from those previously received. Mr. Cooper than ran another Escrow Review on XX/XX/XXXX showing a shortage of XXXX with an increased payment of XXXX per month. This statement as well showed the projected escrow having a deficiency, but the actual account activity showed a surplus based on ACTUAL DEPOSITS into my escrow account. I had also received Escrow statements prior to this that showed a surplus and received an Escrow Refund check in the amount of XXXX XX/XX/XXXX because there was a surplus in my account.
In XX/XX/XXXX I successfully completed my Chapter XXXX Bankruptcy that included my mortgage. In XX/XX/XXXX, Mr. Cooper 's attorney filed a document with the Bankruptcy Court stating there was a XXXX balance owed on my account including all pre and post petitions fees, charges, escrow, etc.
On XX/XX/XXXX of XXXX Mr. Cooper called and said that I still owed took approximately XXXX of my XXXX mortgage payment. I advised I made a full mortgage payment on XX/XX/XXXX and was then told that part of it was applied to some balance they said I had but couldn't tell me what it was.
I received a ledger from Mr. Cooper showing multiple withdraws, deposits and adjustments on my account that you can not track or trace. There are appoximately 162 adjustments made to my account on that ledger on XX/XX/XXXX.
I have spent hours over the past 6 months trying to resolve this on my own. My last point of contact at Mr. Cooper was a women by the name of XXXX XXXX who is an Escrow Specialist. I had been working with her for the past 2-3 months to get this resolved. She has communicated with me on multiple occasions and acknowledge there is a huge discrepency with my account and that the money can not be traced based on my ledger and said She has stated that she has reached out to multiple different departments trying to get explanations and information and that she is not getting a response and advised that she had gotten her supervisor XXXX XXXX involved to escalate the matter to get answers and a resolution. Up until XXXX and weeks ago, XXXX was communicating with me on a weekly basis to advise that she was still working on it and was still having trouble getting explanation or answers but again acknowledge there was a huge discrepancy and problem.
On XX/XX/XXXX on my Mr. Cooper portal, it shows an escrow adjustment payment posted to my account in the amount of {$4500.00} and then the same day it is withdrawn again. No explanation.
Since then there has been 0 correspondence. I have attempted to contact XXXX multiple times in the past 3 weeks. Her phone goes to voicemail and then I am transferred to an operator as it states that she is not accepting voicemails at this time. So 5 different times in the past 2 weeks I have been transferred to an operator and been told XXXX is unavailable and they arent sure why. So Ive requested to speak to her supervisor XXXX XXXX. Each time I have been told she is unavailable or in a meeting and have left a message for her to call me and been advised that I would receive a call back in 24-48 hours. I also got her direct phone number and have left voicemails with her explaining who I am, what it is regarding and asking for a call back. As of today XX/XX/XXXX I have not received a return call.
I have continued making the increased monthly mortgage payments and is affecting my ability to refinance until this is resolved. Both have caused significant impact to my financial situation emotional stress as well as hours of time lost trying to address and resolve.
I feel like there is blatant disregard to address and resolve the situation and even wonder if theft/fraud or misappropriation of funds has occurred. I have exhausted XXXX XXXX possible trying to get this resolved directly with Mr. Cooper.
Any help in resolving this and recovering my money would be much appreciated.
I am attaching the Escrow Statements from XXXX, XXXX, XXXX, XXXX, Response to Final Cure Payment XXXX, Transacton History XXXX through XXXX, my Bankruptcy Payments Ledger and the Posted Payment History for the past 12 months as well as the letter I received from Mr. Cooper XXXX when I was told I owed the additional XXXX in XX/XX/XXXX.
Please let me know if I can provide anything further. I can be reached directly at XXXX or via email at XXXX Thank you
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05/14/2019 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
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Web |
Servicemember |
For months now, Ive received the runaround on a matter that shouldnt be so hard to correct. Prior to Mr. Cooper acquiring XXXX XXXX XXXX, I had never missed a payment or let any payment go 30 days late. This does not pertain to just my mortgage ; however, to all my financial obligations.
In XX/XX/XXXX, a 30-day late marker had hit my credit report. This went unidentified by me until my home went on the market and I attempted to purchase a brand new, to be built, home from a new builder. My now loan officer had pulled my credit on XX/XX/XXXX and had informed me that that there was a recent late payment on my credit report by XXXX XXXX. He also stated that since late payment was so recent it caused my credit score to tank from the mid to upper 700s to the very low 600s. This was very embarrassing, as I have never made any late payments to anyone. Ever. I felt as if this was a defamation of my character.
Upon receiving this information, I attempted to call XXXX XXXX. All phone numbers and contact information that I had, was re-routed to Mr. Cooper. I had concerns since I never had any dealings with Mr. Cooper, nor did I know that XXXX XXXX had merged with them. With the sale of my home, my loan with them was set to be paid off, I immediately filed a dispute with all three bureaus since I couldnt reach anyone at XXXX XXXX and since Ive never heard of Mr. Cooper. I also sent a goodwill letter addressed to XXXX XXXX and located an address for Mr. Cooper to send a copy of that same letter. I had never received anything back from the letters sent and my dispute investigation results further upset me.
I quickly received correspondence from all three bureaus that there had been a response to my dispute and that the dispute results where in my favor. This was not in fact the case. Instead of removing the XX/XX/XXXX late marker, it was bumped up by one month to being late XX/XX/XXXX. I contacted to bureaus to get information on where this dispute was sent to, as I could never locate anything or anyone more to speak with at XXXX XXXX and I couldnt understand where they were routing my disputes. I was informed that the disputes had been set to and responded by Mr. Cooper.
On XX/XX/XXXX, I had contacted Mr. Cooper to speak directly with them on this matter. I have no idea why the late payment was just moved back one month and not removed as per my complaint. The representative that I spoke with stated that she didnt seen any payments made in XX/XX/XXXX, which is why myXX/XX/XXXX payment was late and the next payment that was made was in XX/XX/XXXX. I asked what the alleged next payment in XX/XX/XXXX was and/or if there were two payments made. She informed me that only one payment was made and that it was made for the exact payment. Things escalated at this point because if this were true, there wouldve been a rolling 30-day late payment and this matter would be much more severe. The rep couldnt explain why there wasnt a rolling late and had only stated she doesnt see any payment being made. I informed her that I have proof that there was money deducted from my bank account to disprove what she was alleging. She said that she couldnt do anything more and that this would need to be researched through a different department. I was provided reference number XXXX and had faxed everything that I have showing that there is clearly an error on what they see and what they have reported to fax number XXXX on XX/XX/XXXX.
Included in this dispute is a copy of my most current credit report from XXXX. A service that I now must pay for, since Ive never had an issue with my credit before. I am providing this to support, although there shouldnt really be anything for me to prove, that the above statement made by me is 100 % accurate. I challenge you to review my impeccable payment history and explain to me how it would humanly be possible to go 30 days late on a payment. Furthermore, even in the unlikely event that I was getting close to being late, I never received any calls or communications informing me or providing me the ability to rectify the situation prior to being late.
I feel that this is abusive because it has caused us to halt any attempts on placing a deposit down to break ground on the construction of our new home. We cant secure financing to build our new home due to the late payment and the diminished credit score. Its unfair because Ive been trying to rectify this since XX/XX/XXXX only to find that the acts and practices of this company yields no assistance to assist a customer with their issue ; however, only place blame on what they think may have happened, while making me feel as an inadequate human being who doesnt pay his bills. This is costing me so much more out of pocket expenses, since the duration of our current renting situation had been prolonged.
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12/31/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
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Hi, we had a loss of income over the summer as we had the XXXX XXXX at our farm and the government XXXX XXXX XXXX followed by putting us on a 150 day quarantine which means 5 months with no income. We explained this to Mr Cooper and they approved a loan modification to get the mortgage current. The trial period was to make 3 monthly payments to satisfy the trial. We did this paying on time for each month. Enclosed is the letter showing we were approved. Following the 3 payments Mr Cooper was to mail us the permanent modification agreement to sign, which they never did. However, while we were waiting for the agreement to arrive : We received many calls from Mr. Cooper many of which there would be nobody on the other end. Saying hello 4 times with no answer before hanging up ... The 2 times that we did get someone on the other end they stated everything was going fine, confirmed we did everything we were suppose to do, assured us the agreement was on its way and they were just checking in with us. ( Odd ) When we completed the trial period with our XX/XX/XXXX payment, the website stated that we completed the trial and that paperwork was coming in 5-15 days.
On XX/XX/XXXX we received a call from Mr Cooper and they said that the paperwork was still in process and everything was OK and that we would still receive calls from Mr Cooper as there was no way to stop them as we are behind in our mortgage.
On XX/XX/XXXX we received a letter dated XX/XX/XXXX stating that we were denied for the loan mod. ( see attached ), This letter stated : " You were previously offered a permanent Loan Modification. The terms of the Loan Modification Agreement required that you remit all copies of the agreement properly signed and notarized, if required, by all borrowers within the time allowed. Unfortunately, we must withdraw the agreement offered because we did not receive the properly executed copies as required. '' It is important to note they NEVER sent us this agreement to be signed. Last payment made XXXX. No agreement sent to us. XX/XX/XXXX a letter was drafted and mailed from Mr Cooper stating we were denied for not returning an agreement, in a timely manner, they never sent to us or have record at their end it was sent. In fact. When we called Mr. Cooper to find out what was going on, they said their system states we were denied because they made XXXX calls to us on the XXXX and XXXX and we did not answer the phone one of which they said we hung up on. We never hung up on anyone. It is important to note they never left a voice mail and called during working hours when we were at work. We did call back 2 times in XXXX to check in to see how things were going and neither time where we told there was a problem. In fact we were told everything was fine and moving forward.
Apparently, the reason they were calling was to get verbal approval of the trial period payment going from {$2800.00} to the mod payment of {$3000.00}. However, this was never brought to our attention until after we received the letter saying we were denied. They never told us they needed a verbal on the changed monthly amount in writing, voice mail, or on our two calls to them in the month of XXXX. So we had no idea this was needed from us. Once it was brought to our attention our answer provided was that that is fine.
They have said that they would open an escalation to find out why this was denied so quickly, why a letter of untruths was mailed to us, why no voice mail was left explaining they did in fact need something additional from us and why they never sent the paperwork to us that their letter claims we didnt return. It is very important to note we had until XX/XX/XXXX to make that final trial payment which just ended today. However, we made the payment XXXX, had XXXX phone calls between XXXX and XX/XX/XXXX stating everything was on track and there was nothing further for us to do, yet on XX/XX/XXXX they mailed us a denial letter based on them not receiving paperwork never sent to us and still did not mention what they really needed was a verbal approval of a monthly payment change. The first time this monthy payment change was brought to our attention we immediately agreed to it. We explained to them that we totally would have accepted that amount as our previous payment was {$3400.00}.
They are now saying that it takes 5-10 business days to work an escalation and they can not promise that we still will get the loan modification. Their website also states we are not allowed to make any payments. So they have us between a rock and a hard place. These questionable business practices are extremely alarming and upsetting.
We just want to keep our house, and we can make the payments, we satisfied the terms of the loan mod, and we just want to get this back on track.
Thanks
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06/17/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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On XX/XX/2022, we received an Escrow Review Statement from Mr. Cooper, our mortgage company. This statement stated that starting onXX/XX/2022, our mortgage payment would increase from {$1000.00} to {$1500.00} per month. The statement also stated that there was a shortage of {$2500.00} in our account.
I called Mr. Cooper on XX/XX/2022, to get clarification as to where, exactly, the new charges originated from. I spoke to an agent from Arizona. I expressed my concerns as the agent began looking into my account. The agent originally stated that there had been an error in our original loan and they there trying to corrected now. I reminded the agent that our loan was 30 year conventional loan for {$160000.00} and 3.5 % interest rate. The agent agreed that that information did not seem correct. She proceed to tell me that the increase was due to an increase in our hazard insurance. I reminded her that our home insurance was {$36.00} per month and it seemed impossibly that it would increase to almost {$600.00} per month. If this was the case, we would be looking for a different insurance. The agent then said that it was not the home insurance, but our fire insurance. I informed her that Mr. Cooper had clearly informed us, during closing on the property, that since our property was in a high risk fire area we would need to find our own fire insurance. We worked with XXXX XXXX XXXX and established our insurance policy, and since day one, have been paying them directly. I was really concerned that Mr. Cooper would also be collecting, through our escrow account, for something they told us we were responsible for. The agent confirmed that Mr. Cooper has been collecting for our fire insurance for the entire duration of our loan. The agent then proceeded to tell me that the increase was also due to our property taxes. I then informed the agent that since they were not able to give me a clear explanation of where the additional charges originated, I was formally requesting that Mr. Cooper closed my escrow account, and return the amount already collected. I informed then that from this point forward, I would be responsible for personally paying my property taxes, and home insurance, and would continue to pay for our fire insurance. The agent assure me that she would submit the request and Mr. Cooper would inform me once the request was approved.
The following day, I called our XXXX XXXX XXXX. XXXX XXXX XXXX confirmed that the only payments they had received where the payments sent directly by me. I also contacted the XXXX County Tax Collectors Office and inquired about our property taxes increasing. I was informed that our taxes had not increased and the office would not know if they would increase until XXXX. I then called Mr. Cooper again to let them know what I had learned from XXXX XXXX XXXX and XXXX Tax Collectors. The representative confirmed that my request from the day before was submitted and I would be reimbursed for {$1300.00} escrow balance.
A few days later, I received a letter from Mr. Cooper dated XX/XX/2022, stating, " Please be advised that by XX/XX/2022 you will no longer have an escrow account ( also called an " impound '' or " trust '' account ) for the hazard insurance because you requested that Mr. Cooper close the account.
After this date, you must directly pay your property costs, such as taxes and homeowner 's insurance, possibly in one or two payments a year. '' After receiving this letter, I believed the situation had been resolved. However, on XX/XX/2022, we received another monthly statement and this statement stated that our Amount Due was {$1500.00}. We immediately called Mr. Cooper and reminded them of our request to close our escrow account. We reiterated that we would only pay them Principal and Interest. The rest of the charges would be paid to each company directly. We requested a new bill.
A few days after this conversation, we received another letter dated XX/XX/2022, stating, " We received your inquiry on XX/XX/2022, to remove the collection for hazard insurance from your monthly payment. Your request to cancel the hazard insurance has been processed accordingly. Mr. Cooper will continue to collect for and issue payment on your property taxes. '' We contacted Mr. Cooper again, and the agent stated that we had never requested to completely close our escrow account. We reminded them of the letter dated XX/XX/2022 and ask to speak to a manager. We spoke to XXXX XXXX, Executive Resolutions Team. She dismissed the information and stated that a new request would need to be submitted.
We have been dealing with this very stressful situation for a few weeks now and would like an immediate and final resolution. Mr. Cooper has been given numerous opportunities to correct the situation, however they refuse to do so.
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01/29/2020 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
1. When I Filed my paperwork for modification initially with this company it was concise and within the guidelines to be considered for hardship.
2. Due to those facts it was given consideration for an extension with your company to supply the information once again.
3. You claimed the IRS indicated my document was illegible and I was required to resubmit the information again but the document that I utilized is written and also in computer font as well and the documents were sent to your company on time and agreed on.
4. You rightfully deny my modification a third time because now my delinquency is high and other things are taken inconsideration such as is the applicant working etc which is later used to substantiated the rational of not modifying the loan.
5. The shear disregard of fair process and to gloss over it with cookie cutter legal rhetoric that appeases liability concerns yet allows the situation to snowball isn't responsible. So yes your company has supplied the necessary required legal jargon to supplant any oversite but you have neglected to fix the root cause of why im in this position.
6. When I supplied your company with information for my asset liability assessment for modification consideration I misinterpreted and inputted my child support information when it wasn't necessary since its not being paid and I supplied proof but your company doesn't have this information for some reason.
7. I tell your company I essential have zero debt besides the property and my only expenses is a cell phone bill ( not in my name but needs to be paid nonetheless ) XXXX gas which is subsidized XXXX electricity XXXX car insurance XXXX. Those are all of my expenses since my wife who is XXXX is waiting on XXXX and I TOLD YOU THIS NUMEROUS TIMES. I'm COMPLETLEY FLABERGASTED THAT YOUD COME UP WITH A PHANTOM XXXX XXXX dollar expense out of nowhere and site some alphabet as your source of information?!?!? I know what I pay and I know what I spend and I'm tired of playing around in this semantic alphabetical whirlwind to save my home and move on with my life.
8. Its completely disingenuous to attack me underhandedly by blatantly circumventing the process you advertise to help distressed consumers and supply me with hollow rhetoric like you want to help when I complain because XXXX Knows what I'm talking about and she answers your phones every single day and im certain the employees within your escalations department know as well. So your attorneys in your legal department and senior leadership aren't the ones responsible the ones who violated me are the ones who are in you're front lines.
9. You REFUSE to acknowledge your wrongdoing and tactics and the angst and hardship you have caused with your miscommunications 10. EVEN WITH ALL YOUR VOODO MATH MY CURRENT INCOME POTENITAL IS XXXX so that's approx. XXXX gross to be fair to you guys okay XXXX XXXX which equates to XXXX so I included your BOGUS amount for XXXX XXXX money that you tabulated erroneously and even gave a generous payment of XXXX principle payment monthly and for kicks included your phantom XXXX bogus discretionary you said that I spend for WHATEVER reason still leaves XXXX annually SO I REFUTE your company 's assessment of my finances because they aren't reflective of my income but lets go even further say if its the gross your assessed at XXXX I still have enough to pay and survive until my wife gets her XXXX.
11. YOu aren't seriously trying to help anyone but yourself. I talked to my advocate XXXX XXXX with the XXXX XXXX XXXX XXXX XXXX XXXX ext XXXX and she told me that this was very unreasonable that you aren't working with me and that I have the income to stay in my home and to get into a program. XX/XX/2020 She called your company on my behalf and indicated to me that you guys informed her that you were working with me to resolve my issue and ONCE again I thought there was a solution. Cause the letter I seen on the XXXX is similar to every correspondence ive gotten since the very beginning and its the precursor to the end and me on the street 12. I show you proof of my income increase XX/XX/XXXX and it was emailed to your XXXX XXXX XXXX but yet again you company used old information and inaccurate information to respond to the prior complaints and it had nothing to do with the present situation but you were able to fulfill a deadline with a oversight body 13. YOUR COMPANY LIES AND DECIEVES and blatantly breaks Pennsylvania laws. There is a program that I would be able to apply for and prevent foreclosure and the interest from accumulating provided that a ACT 91 notice is provided and I've requested and requested for this notice and this was never been supplied and it was supposed to be given after 90 days im approaching close to 280 days I believe WHERES MY LETTER.
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02/26/2019 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
**XXXX XXXXCONSPIRACY TO DEFRAUD CONSUMERS/U.S. GOVERNMENT***A NOTE FOR THE CFPB PLEASE SEE EXHIBIT X IN THIS FILING XXXX XXXX HAS REPEATEDLY LIED TO YOU ABOUT BEING AN UNAUTHORIZED 3RD PARTY*** CASE SUMMARY IN XX/XX/XXXX XXXX AND XXXX XXXX WERE VICTIMS OF A CONSPIRACY TO COMMIT PREDATORY LENDING AND NUMEROUS INTENTIONAL ACTS TO DEFRAUD SENIOR CITIZENS IN FLORIDA. THIS WAS NO ACCIDENT. IT WAS SYSTEMIC, DOCUMENTED AND PROVEN AS YOU WILL SEE. ***WE BEGIN WITH THE LOAN ORIGINATION FRAUD, WE HAVE LOAN FRAUD ON ALL DOCS AND ALL DISCLOSURES IN VIOLATION OF FLORIDA CONSUMER LAW. THE ENTIRE SALES PITCH IS MAIL FRAUD ( EXHIBIT K ) AND THE ENTIRE TRANSACTION VIOLATES THE TRUTH IN LENDING ACT, IF A LOAN IS NOT PROPERLY DISCLOSED ( SEE EXHIBIT C, D, G, I ), IT MUST BE CORRECTED WITHIN 30 DAYS AND SIGNED BY ALL PARTIES. THIS WAS NEVER DONE ... XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, AND XXXX XXXX ALL CONFIRMED THE FRAUD BUT REFUSED TO COMPLY WITH STATE AND FEDERAL LAWS. *** IF ANY OF THIS WAS AN ACCIDENT IT WOULD HAVE BEEN CORRECTED AND APOLOGIES WOULD HAVE BEEN OFFERED IN ADDITION TO A CANCELLED LOAN AND A FREE AND CLEAR TITLE ... JUST THE OPPOSITE HAPPENED. THE PAYMENT FOR THIS ELDERLY COUPLE DOUBLED SEVERAL TIMES AS A DIRECT RESULT OF LOAN FRAUD. THEY STOLE {$1500.00} FROM THE ESCROW ACCOUNT WITHOUT AUTHORIZATION ( SEE EXHIBIT D ), THEY ALSO PRETENDED TO CORRECT THE LOAN BUT FORECLOSED ON THE ELDERLY COUPLE. THEY ARE STILL TRYING TO COLLECT ATTORNEY AND SERVICE FEES FOR THE FORECLOSURE BUT THEY COMMIT MAIL FRAUD ONCE AGAIN BY LISTING THEM AS LATE FEES BILLED ON ONE DAY BUT THEY ARE CLEARLY LABELED " LEGAL FEES '' UNDER LENDER PAID EXPENSES ON THE SAME STATEMENT ( EXHIBIT V ) TO COLLECT THESE ILLEGAL FEES THEY USED WIRE FRAUD AND COLLECTED PRINCIPAL WITHOUT PROPER CREDIT 3 DIFFERENT TIMES. THIS ELDERLY COUPLE MADE 3 HOUSE PAYMENTS AT ONCE, CONFIRMED ON THE PHONE WITH XXXX XXXX AT CORPORATE OFFICE ... AND THEY WERE STOLEN 3 DIFFERENT TIMES. REQUESTS FOR COPIES OF THE PHONE CALLS WERE DENIED, THEY SAID WE HAD TO SUBPEONA THEM, BUT WE STILL HAVE WRITTEN PROOF SEE EXHIBIT P. XXXX XXXX XXXX CLAIMS TO HAVE DONE THE LOAN CORRECTLY BUT THEIR DOCUMENTS ALSO SHOW THE MISSING INSURANCE AT LOAN DISCLOSURE ( SEE EXHIBIT J ). WIND INSURANCE WAS LEFT OFF THE LOAN BUT THEY CLEARLY HAVE A COPY, SEE EXHIBIT W ... THE SENIOR CITIZENS PAID XXXX XXXX AND XXXX XXXX THOUSANDS OF DOLLARS TO GET RIPPED OFF BY THIS GROUP COLLECTIVELY. THEY FINISH THE SCAM BY COLLECTING THE PRIMARY MORTGAGE INSURANCE AND SELLING THE HOME THEY ILLEGALLY FORECLOSED ON. NATIONSTAR 'S XXXX XXXX IS CURRENTLY ENGAGED IN WIRE FRAUD FOR XXXX XXXX. HE IS A NATIONSTAR EMPLOYEE CLAIMING TO BE A VICE PRESIDENT WITH XXXX. NATIONSTAR HAS AN F RATING WITH THE XXXX XXXX XXXX AND OVER 20,000 CFPB COMPLAINTS. ATTACHMENTS ... EXHIBITS ARE IN PDF FORM AND LISTED BY NAME ... EXHIBIT/PDF A/B ... ILLEGAL FORECLOSURE ... EXHIBIT C, TURTH IN LENDING ACT VIOLATION ... EXHIBIT D,,, NATIONSTAR CONFIRMING ALL ILLEGAL ACTS BUT REFUSING TO COMPLY WITH VICTIM 'S RIGHT TO IMMEDIATE LOAN CANCELLATION, SIGNED BY XXXX XXXX ... EXHIBIT ... VIOLATION OF CONSURE LAW/TRUTH IN LENDING ACT ... EXHIBIT F, VICTIMS ... EXHIBIT G, TRUTH IN LENDING ACT VIOLATION.. EXHIBIT H, CONTACT INFO FOR UNRESPONSIVE TITLE CO ... EXHIBIT I, TRUTH IN LENDING ACT VIOLATION ... EXHIBIT J, XXXX XXXX GOOD FAITH ESTIMATE FRAUD/TRUTH IN LENDING ACT VIOLATION ... EXHIBIT K, MAIL FRAUD, XXXX ... EXHIBIT L, TRUTH IN LENDING ACT VIOLATION XXXX XXXX ... EXHIBIT M, NATIONSTAR CONFIRMING THE CONSUMERS WERE VICTIMS OF PREDATORY LENDING AND FRAUD BUT REFUSING TO COMPLY..EXHIBIT N ... TRUTH IN LENDING VIOLATION XXXX ... EXHIBIT O,XX/XX/XXXX, NATIONSTAR CONFIRMS CRIMES BUT REFUSES TO COMPLY AND CONTINUES TO COLLECT ILLEGALLY ... EXHIBIT P, VICTIMS MADE 3 PAYMENTS BUT ONE WAS STOLEN TO PAY FOR LEGAL FEES THAT WERE ILLEGALLY ADDED ... FEES WERE ADDED LONG AGO WHEN THEY ALSO COMMITTED ANOTHER WIRE FRAUD, LYING TO CONSUMER ABOUT COMPLYING WITH RIGHT TO LOAN CSNCELLATION BUT SIMULTANEOUSLY FORECLOSING WITHOUT NOTICE.,, EXHIBIT Q, XXXX PARTICIPATING IN FINAL LOAN FRAUD ... EXHIBIT R, FRAUDUKENT GOOD FAITH ESTIMATE FROM XXXX ... EXHIBIT S, XXXXFRAUD ... EXHIBIT T, XXXX FRAUD EXHIBIT U, XXXX GOOD FAITH ESTIMATE FRAUD ... EXHIBIT V ... NATIONSTAR COLLECTING LEGAL FEES BUT ILLEGALLY BILLING THEM AS LATE FEES ... EXHIBIT W, WIND INSURANCE COPY ... THEY CLAIM THEY NEVER HAD IT .... THIS WAS THEIR COPY ... EXHIBIT X, FRAUDLENT HUD 1 AND FRAUDULENT FHA LOAN APPLICATION, TRUTH IN LENDING ACT VIOLATION.. XXXX XXXX ... EXHIBIT Y, REFUSAL TO COMPLY, CONSPIRACY TO DEFRAUD CONSUMER/FHA/U.S. GOV, XXXX XXXX ... EXHIBIT Z ... PROOF NATIONSTAR HAS BEEN FULLY AWARE OF THIS FRAUD SINCEXX/XX/XXXX/ PROOF OF XX/XX/XXXX STEALING ESCROW AND ILLEGALLY DOUBLING THE HOUSE PAYMENT
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08/18/2021 |
Yes |
- Debt collection
- Mortgage debt
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- Attempts to collect debt not owed
- Debt was paid
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Web |
Older American |
This is regarding a mortgage that Nationstar / Mr. Cooper has used every malicious litigation tactic against me to try and enforce a mortgage they bought the bad debt for. The mortgage balance is in the {$600000.00} range/amount due but is always changing. Even up to the mediation last week, there were different amounts.
This bad debt/mortgage was defeated in court in XX/XX/XXXX against other alleged lenders who then sold it to Nationstar investors.
We just had a mediation. I brought very substantial settlement offers to the table. After 6 hours of mediation, Nationstar power-hungry lawyers backed by XXXX XXXX XXXX used the threat of more malicious litigation just because on a final agreement, I asked for 72 hours to consult with the attorney of the tenants, which is a Non-Profit Group Home for Autistic Children.
I pleaded for 72 hours of collaboration vs. more litigation for the sake of the five children.
I showed video and the information of the tenants, the five children, and the founders. In hindsight, I think that was a mistake. I feel just because the tenants organization is from unknown XXXX community leaders and a lower socioeconomic non-profit organization, the attorneys involved decided it was not worth giving us 72-hours to collaborate. This was on a Friday ; they threaten me, sign the agreement now ( XXXX XX/XX/XXXX on Friday ) or else on Monday, more litigation will be filed.
I tried to appeal to the power-hungry attorneys for both Nationstar and XXXX over the weekend, all to no avail. Sure enough, on Monday, they filed more litigation. Had the non-profit been from a prestigious white community organization, we would have been granted the 72 hours plus.
I respectfully offer this summary for everyone to understand the facts regarding this property and the alleged debt on this property and a better understanding of my position.
The subject property/loan is not a defaulted mortgage. This is a bad debt for all involved and a business decision and should be treated that way and settled with collaboration.
Three previous alleged debtholders never validated this subject 's alleged debt in XX/XX/XXXX. All three lender 's tacit assent is documented with certified mail receipts and well-documented communication.
I have been dealing with all of this that you will read about since XX/XX/XXXX with this asset. All the alleged " lenders ' " reputations speak for themselves. The subject debt was part of all the predatory practices spelled out in the links below.
I did not just one day decide not to pay this mortgage.
Since XX/XX/XXXX, I have dealt with mishandled payments and escrows, abandoned broken promises, modifications, and forbearance agreements dishonored during the great " Loan Reshuffling '' of these alleged lenders. Then came the coverup and Robo-signing and outright fraud with my signatures.
This debt has been a part of all this described in these articles. https XXXX XXXX Then the bigger insult, I only received a few XXXX dollars from the XXXX in fines paid by all the lenders involved.
Little History of the debt : And this is just a small part of it.
XXXX XXXX XXXX XXXX XXXX " Original Lender '' Their Reputation XXXX XXXX XXXX Aurora Loans ( alleged assigned lender # 1 ) Their Reputation XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Nationstar Mortgage LLC ( alleged assigned lender # 2 ) XXXX : XXXX $ XXXX XXXX XXXX XXXX Background on why I will and must fight this bad debt, in court, civil rights activist, and publicly if we can't collaborate and settle this.
I am not a deadbeat debtor but a determined businessman that wants justice and restitution for five XXXX children living in the home.
I have tried to work the subject debt out since XX/XX/XXXX. I had it worked out numerous times from XXXX, but the rug was pulled out from under me as per the articles. Then again, in my personal and corporate Chapter XXXX, this current alleged lender had three years to settle but ignored the opportunity.
Since XX/XX/XXXX, accounting of all the figures and monies paid and owed on this acclaimed debt has never balanced and still does not balance to this day. A few days before the mediation, I received a different set of numbers and balances.
In my previous corporate and personal Chapter XXXX, I have been personally relieved from any shortages on this acclaimed debt.
I am only asking for Nationstar and XXXX to collaborate on a settlement and stop using malicious litigation trying to remove five XX/XX/XXXXunderprivileged children from a property for which Nationstar only has bad debt. This needs to be handled by executive leadership and call the power-hungry attorneys off the case.
I have a chain of emails I will provide to the corporate executives that show the attorneys ' failure to handle this case properly.
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08/12/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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I am currently enrolled in a Covid 19 Foreberance Plan with my Mortgage Servicer Mr. Cooper. I have been under this protection since XX/XX/2020, I was current with my Mortgage prior to entering this plan. The Servicer Mr Cooper has informed me that my Investor for my loan is XXXX XXXX.
Since I am coming off the Covid 19 Forberance protection at the end of this month, I contacted Mr Cooper by phone to their customer service department toward the end of XXXX to discuss the option for a Covid 19 missed payment deferal program, and that I was ready to resume my regula m onthly payment.
This call resulted in the representative claiming they could not discuss my options since my plan ended at the end of XXXX. They directed me to call back after the beginning of XXXX.
I called XX/XX/XXXX to set up this plan so that I may resume making my regular monthly payment as of XX/XX/XXXX, and have all missed payments defered to the end of my loan.
The representative on this called refused this option which is a solution made available through the Cares Act, and has also been endorsed by Investor XXXX XXXX as a streamline solution for their loans.
During this call as I asked questions, the representative claimed that I would need to fill out an application for a Loan Modification which could take more than 30 days, and refused to offer explanation as to why she refused to offer the Covid 19 Payment Deferal which I later confirmed that I was eligible for, she then disconnected the phone as I began to seek answers.
When I called back the same day, I also logged into my online account and saw this rep had submitted my loan for a modification after disconnecting my call. I called back later that day questioning this. I spoke to XXXX, after reviewing my account he did verify that I was eligible for the payment deferal program and could not find reason why the previous rep would not have offered this and actually told me I was not qualified.
He tried to reach the specialist group, returned to the call only to say they must have left for the day.
The next day XX/XX/XXXX I requested they cancel this erroneous request for a modification and proceed with activating the Covid 19 Payment deferal Plan which would take all missed payments put the as a non interest bearing XXXX at the end of my loan.
The next day I called again XX/XX/XXXX, since as XXXX promised he never called back.
This time the woman customer service agent advised me that she did confirm my account was eligible to participate in the Deferal Option, in order to process this request she noted that somehow the initial application for a Modification was still active, so she needed to cancel this request in order to be able to offer the derferal option. She then made claim that it would take 3-4 days for the cancellation and for me to call back on Wednesday.
I have called back numerous times, and to date today I have been getting the run around. My last call was tonight with XXXX of Mr Cooper, after reviewing my account he still could not provide the service requested and then attempted to mis direct my request again, at exactly XXXX XXXX he purposly disconnected the call.
MR COOPER is engaged in deceipt, They are intentionally attempting to take advantage of the Covid 19 Forbearance exits of the clients they service.
By not offering the deferal program that is offered under the cares act, and is made available by their investors. Mr Cooper is acting in their own interest.
The Deferal Program takes missed payments and puts them into a non interest bearing Lein not payable until the end of the promisary note.
Also by only offering a modification, this also benefits MR COOPER finacially. Since this option will also affect the clients credit report, lowering the clients credit score, which provides MR COOPER the ability to extend the terms of their loans they service at a higher interest rate, again working in their favor, which also provides MR COOPER protection against the client switching servicers since their credit will be negativly impacted, meaning loans offered by other providers will not be as beneficial to the client since the interest rate will naturally be high due to their credit reporting.
Finally MR COOPER is intentially slow walking this loss mitagation process to take advantage of the Covid! 9 post forberance market to increase the interest of the clients loans they service.
In all MR COOPER is intentionally neglecting their fidicuary duties to take advantage of their clients during the precarious COVID 19 Pandemic while using such tactics to make ill gotten gains at the expense of violating the rights of hundreds of thousands of consumers whos loans they purchased. I believe the CFPB should launch a full investigation of MR COOOPER.
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01/18/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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This letter explains the facts of how the service associated with Mr Cooper Home Loans ( owned by Nationstar Mortgage XXXX ) payment processing department and of the handling of our XX/XX/2018 mortgage payment, was not transparent or fair. As a result, Mr Cooper reported a thirty day ( 30-day ) late to the 3 credit bureaus for our XX/XX/2018 mortgage payment. This was reported on mine and my wifes credit reports. We did in fact make our XX/XX/2018 mortgage payment early. This should demonstrate our good faith to make timely, regular payments. Since then, we have made adjustments including switching to normal paper statements and opting out of Mr Coopers frequent and aggressive advertising, to avoid any such issues and mishaps in the future.
We were extremely upset because we have a business which relies on us having and maintaining excellent credit, which we have had our entire lives. We also have never been late on any kind of payment and pride ourselves on paying on time. Both of our middle credit scores normally are over 800 and have since been tarnished by the reporting of Mr Cooper.
These are the facts of the case : - Notification through indirect channels was sent to us regarding an increase in their loan payments, from {$2200.00} to {$2400.00}.
- We missed these notifications due to the indirect nature of the communication regarding the mortgage payment increase and the incessant marketing information that is constantly sent by Mr Cooper due to their predatory lending practices.
- We did in fact pay the XX/XX/2018 loan payment to Mr Cooper, 2 days prior to the payment due date in the previous payment due amount of {$2200.00}.
- Since the loan payment was below the required payment amount, it was not applied to the payment due balance and was instead applied to the principal balance on the loan.
- We failed to notice the discrepancy on their account by not checking that status of their account or seeing the secure message alerts on their online account.
- Mr. Cooper failed to notify us of the issue by not directly emailing, calling, or mailing them through US Post.
- We noticed the issue 40 days after the issue started and quickly rectified it, paying the overdue balance and penalty fees.
- Mr. Cooper issued a 30-day Late alert on our credit.
The facts above illustrate that steps were missed and an inadequate process was in place that could have helped avoid this issue. Now were left with a situation where two responsible customers of Mr Cooper now have a 30-Day late on their credit reports after having made their loan payment early, and in good-faith. Our credit history leading up to this transaction was at an impeccable 800+ credit rating level. We rely on our outstanding credit to run their personal and business ventures. Those scores are now tarnished due to a situation that could have been avoided.
At the heart of this matter is a failure to communicate by Mr Cooper. I refer above to the indirect nature of the communication failures from Mr. Cooper. What Im referring to here are the secure messages sent to Mr Coopers customers that lack an informative subject. For example, a subject that reads, You have a new document in your Mr. Cooper account gives no indication that there is an issue. This coupled with the overly aggressive marketing emails that Mr. Cooper sends, hides the important nature of some of the communications. For example, I received 21 marketing emails from Mr. Cooper in XXXX and XX/XX/2018, not including the ones I deleted. Only 2 of those emails were of actual servicing importance to tell me that I had a statement ready. As its apparent, it can be very difficult to discern the important emails from Mr. Cooper. In addition, no attempt was made to directly communicate with us, through direct US post, email, or phone calls, that their payment was changing or there was an issue with their underpayment.
At issue here are the predatory lending practices of Mr Cooper and how they interfered with important loan servicing information that resulted in a 30-day late on mine and my wifes credit report. When my loan was first purchased by Mr Cooper, they immediately began an email and snail mail campaign, urging me to refinance into a loan, originated by them, to worse terms than my current loan. I was inundated by marketing information from them daily. Its the most aggressive lending campaign Ive ever seen from a lender. Mr Cooper is also a company with a history of malfeasance with their loan origination and servicing practices. I urge the CFPB to read through the complaints about them on XXXX.
https : XXXX XXXX and my wifes ask is for Mr Cooper to remove the 30-day lates that they recklessly submitted on our credit reports to all credit reporting bureaus.
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01/08/2021 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
I originally had a mortgage with a company by the name of Pacific Union Financial , Llc and experienced a hardship back in XX/XX/XXXX. Around XX/XX/XXXX, I applied and was approved for a loan modification with Pacific Union and completed my trial payments in XX/XX/XXXX. At that time, I was notified by Pacific Union that they were no longer going to be my servicing mortgage provider and that I would be transferred to Mr. Cooper. I was also informed that Mr. Cooper would pick up on my loan modification where it left off to finalize the process. In XX/XX/XXXX Mr. Cooper acquired my loan and they sent me out documents letting me know that I will be receiving a loan modification package and it would need to be notarized. I received that package XX/XX/XXXX and returned it in XX/XX/XXXX.
I was told that my loan modification would be finalized within 30 days which would be around XXXX XXXX time frame. I was also told by the representatives I spoke with that I would not be required to make any payment because my loan has not been " booked '' and they didn't know what the new payment would be since it still had to go through the underwriting process. Then the representative said if I had not received a letter or call from them ( Mr. Cooper ) to call their customer service line and get a status. The following month I did just that and I was told may loan still had not been finalized and they were unsure what is taking so long etc. I asked again do I have to make payments and was told I don't have to because my loan is not finalized but if I wanted to I could pay the amount I was paying for my trial payments. ( When someone is facing a financial hardship and they are told they don't have to make payments until their loan is booked, they will consider that statement to be extremely beneficial and flexible and opt not make a payment if they don't have to, that's what I did. I took that as an opportunity to pay other debts that had accumulated from my hardship since there was time and flexibility since my loan hadn't booked. ) Long story short, my loan modification was approved in XX/XX/XXXX and it was not booked/complete until XX/XX/XXXX, 6 months later. That is well beyond the 30 days that I was told it would take. And to make matters worse for me, when I called in XX/XX/XXXX they then told me I was delinquent all of the months in between the loan modification. I simply did not understand how I was approved for a program to help me get out of my financial hardship only to have it prolonged and worse off than what it started. They then started the process to foreclose my home and told me it was not their fault that I did not pay for the months that the representatives told me I didn't have to pay. They mishandled my loan modification and I am suffering tremendously. I just saw the class action law suit and my body nearly went into shock because the complaint details exactly what happened to me in XX/XX/XXXX. If there is anyway you all can assist me with some type of resolution to retain my home with the class action that was filed ( see below ) I would greatly appreciate it. The only reason my home has not been foreclosed is because the pandemic hit us in XX/XX/XXXX and I was able to file for forbearance. Prior to all of this I even reached out to my VA Home Loan Specialists to see what they can do and they took the side of Mr. Cooper. It is very unfair to have this type of thing occur and lose my home because my " trusted '' mortgage company failed to handle my loan modification properly and timely.
My credit is riddled with late payments and delinquent status ' due to this mishandling of my loan modification as well. I also have to report the delinquency to XXXX who hold 's my Top Secret security clearance which puts a flag on my ability to use my security clearance because I have defaulted on my loan. I am suffering in more ways than one and something needs to be done on Mr. Coopers end to resolve this hardship.
In the attachments I uploaded you will see where Mr. Cooper claims they told me to continue making payments when I called. I asked them if they could go back and listen to all of the recorded calls and they will hear the representative telling me I don't have to pay anything until my loan was booked. They are trying to cover themselves and I am out left to dry. The other attachment dated XX/XX/XXXX shows where they denied me a new a fair loan modification and my only options were to short sell my home or Died in Lieu.
Forum Civil Action Court United States District Court for the District of Columbia Docket number XXXX Initial filing date XX/XX/XXXX Status Post Order/Post Judgment See status definitions Institution type Nonbank Total consumer relief {>= $1,000,000}
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02/06/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
SO what about XX/XX/XXXX MR cooper?? are you still concerned?
MR COOPER IS PURPOSELY CONFLATING INSTANCES But lets try to use MR COOPERS LOGIC they claim XXXX was calling to help then WHY wait a week to call after the letter was populated on their site saying there was inter mod missing on the XXXX of XXXX OH BECAUSE they sent LETTERS to my home informing me of my situation XXXX is when i filed the complaint ( regarding the unwanted call that occurred on the XXXX ) with CFPB I still had weeks until my modification was due Why THEN would XXXX be calling me??? they never did before concerning a modification... how convenient for MR COOPER alibi how very convenient...
XXXX Mr cooper has a letter acknowledging my complaint saying they will reply no sooner than XX/XX/XXXX XX/XX/XXXX i supply my modification documents on MR COOPERS system XX/XX/XXXX is also second the complaint i submitted on the timeliness and accurate assessment of my modification documents XX/XX/XXXX Mr COOPER and its minions decided its good policy to conflate the XXXX events to save their reputations and not admit wrong doing to appear impeccable XX/XX/XXXX they submit bogus XXXX letter that is a OUTRAGEOUS lie utilizing my modification process as cover for lack of adherence to decorum They claim my XXXX was trying to get in contact with me 1. Never have they EVER left a message ( and its XXXX IMPORTANT AND YOU WANT TO HELP SO BADLY ) 2. My XXXX nor has anybody from mr cooper has ever talked to me since XXXX XXXXon the phone and Since then if i ever spoken to them it would be me calling Mr cooper or trying to email but my emails are always ignored 3. THIS XXXX Has had absolutely zero reason to call me even if they were calling cause i didn't sent any modification paperwork until XXXX XXXX through mr cooper OWN words they stated they will cease electronic communications with me and everything will be in writing YET they chose to violative my rights and go against their own policy and call the number i told that was many many times that it was inconvenient I HAVE HAD TROUBLE WITH MR COOPER SINCE XX/XX/XXXX ive called into your office many many times ive begged to speak with my XXXX they are never there yet they have been calling me to help me?????? Where were they XX/XX/XXXX till XX/XX/XXXX of XXXX cause that's when i started getting the phantom cal ls from XXXX, XXXX, XXXX, XXXX and XXXXOVER AND OVER AGAIN but silly me it was my XXXX CALLING to talk about documents yall haven't even looked at and had possession of less than XXXX hours and then you up and change the modification due due date from XX/XX/XXXX to XX/XX/XXXX so i guess that why XXXX was calling LIES you called again on the XXXX as well no message nothing but i suppose it was all in good faith cause you're always trying to help SO I SUPPOSE AFTER I COMPLAINED ( XXXX ) FOR THE UNWANTED AND UNCESSARRY CALL MY SPOC TOOK INATATIVE AGAIN ( XXXX ) AND CALLED ME A WEEK LATER AND DIDN LEAVE ANOTHER MESSAGE BEING ALL CONCERENED AND ALL!!!! So Let me get this straight when i wanted to talk to mr cooper im unreasonable and unprofessional warranting only written contact but when it fits your narrative im reasonable to talk to and you're so concerned you just have to call me and not leave a message and do it again after i file a complaint cause you're on a crusade of good! **************************** Enclosed is a copy of old call log that show in XX/XX/XXXX when the calls started ( no messages just calls ) and XXXX of last month any person worth a XXXX in collections would know you have to get the permission to call after stuff like this happens but that's how MR cooper does it they are just flying by the seat of their pants making it up as it goes OF THE XXXX XXXX CALLS YOU NEVER LEFT A MESSAGE NOT ONCE SO STOP PRETENDING LIKE YOURE CONCERED YOU BIG PHOONEY!!!
BTW i love the way MR cooper changes the language on all the documents to fit their narrative I mean you have to have like a advance degree to understand a mod circumstances so one has to read their documents carefully casue the language always changes at the last minute and its the underwriters fault. : I applied by FHA list of acceptable documents yet they subtly change things around so there are different types of documents than what was initially required OMG i gues its underwriters fault OR MAYBE ITS THE SPOC GUY OR HOW ABOUT THIS I JUST FOUND OUT XXXX XXXX WHEN U UPLOAD A PDF TO MR COOPER IT ONLY TAKES ONE PAGE AT A TIME so many other times i thought mr cooper was getting the entire pdf and only got a cover page or the first page SPOC WHERE YOU AT are you with ME??? WHY WERE YOU LURKING AROUND THEN THEN MIRACOUSLLY calling me after years of torment 's and sleepless nights
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08/01/2021 |
Yes |
- Mortgage
- Other type of mortgage
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- Trouble during payment process
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Web |
Servicemember |
For over one year I have been in contact with MR COOPER concerning my XXXX HAMP MODIFICATION that they service for an investor pool. I have asked them where are my yearly {$1000.00} incentives and a separate lump sum of {$5000.00} that is to be applied to my account at the end of the fives years. Now I am trying to get out of this mortgage by obtaining a VA loan through another large mortgage company. But, MR COOPER tells me I won't receive any reductions to my HAMP MODIFICATION if I were to refinance it before XX/XX/XXXX!
On XXXX at XXXX hours, I spoke with MS. XXXX, of MR COOPER, concerning my HAMP Modification that was entered into during XX/XX/XXXX. I asked her what happened to the yearly incentives of {$1000.00} that I earned, but never received from MR COOPER and the lump sum of {$5000.00} for successfully making all of my payments for five years. She did not know and transferred me to MS XXXX, Special Handling Unit, MR COOPER. I advised here that I was in the process of refinancing my HAMP Modification with another company as I had asked MR COOPER for help with a REFI, but was told I could not REFI my loan. She told me that if I REFI my current loan before XX/XX/XXXX, that I will not get the {$5000.00}. She had no idea of why I did not receive my yearly incentives of {$1000.00} and the letter I received on XXXX, totally avoids the question.
I would like to know why we ( HAMP holders ) are penalized for REFIs after we have successfully made ALL five years of payments on our HAMP MOD? My HAMP MOD Trial was over during XX/XX/XXXX and five years from this period is XX/XX/XXXX. I have never missed one payment. Not one. Now, MR COOPER has not fulfilled their part of the contract as they never provided me with the $ 1000 yearly incentive for fives years! Now they want to squeeze out of reducing my mortgage by the lump sum of {$5000.00} by telling me that I will not receive the reduction until XXXX! How can this be? This should be illegal.
Heres the text in the MR COOPER letter, dated XXXX : Dear XXXX XXXX and XXXX XXXX : LOAN NUMBER : XXXX PROPERTY ADDRESS : XXXX XXXX XXXX XXXX XXXX, MD XXXX SUBJECT : Research Reference # XXXX Thank you for contacting us. We are following up on your request dated XX/XX/XXXX, XXXX.
We have conducted an investigation and determined that as long as your account remains in good standing, the final 6th year incentive payment of $ XXXX, will be applied on or around XX/XX/XXXX.
As of the date of this letter, your loan is due for the XX/XX/XXXX payment and the unpaid principal balance is {$550000.00}.
Did you know you can access your account documents, payment history, escrow statement, and more by signing in to your online account? Just visit www.mrcooper.com and click " Sign In '' to create an account. You can also manage your account on the go by downloading our free mobile app.
If you have any questions, please contact us directly at XXXX, or call our Customer Service Department at XXXX. They're available Monday through Thursday XXXX XXXX to XXXX XXXX ( CT ), Friday XXXX XXXX to XXXX XXXX ( CT ) and Saturday XXXX XXXX to XXXX XXXX ( CT ).
Let us know if there's anything else we can do for you. We're here to help.
Sincerely, Mr. Cooper Research and Response Department The Making Home Affordable U.S. Government website states this concerning HAMP MODIFICATION INCENTIVES : XXXX XXXX XXXX ABOUT MODIFICATION Question I heard that homeowners who have modified their mortgages through HAMP get financial incentives. Is that true?
Answer Yes. Homeowners who received a HAMP modification and make timely payments on their modified loans receive incentive payments. For every month you make a payment on time, you will accrue an incentive that reduces the principal balance on your loan. If your loan ceases to be in good standing ( three monthly payments are due and unpaid on the last day of any month ), no further incentives payments will be paid, including accrued but unpaid amounts. The incentive will be applied directly to your loan balance annuallyup to {$1000.00} each year during the first five years of the modification and a one-time payment of {$5000.00} in year sixand over six years the total principal reduction could add up to {$10000.00}. This incentive is designed to encourage you to stay current after receiving a HAMP modification and help you build equity faster.
Why hasnt MR COOPER applied my yearly {$1000.00} incentives for the first five years? Why did they not address this in their XXXX letter to me?
Why cant I refinance my current HAMP MODIFICATION LOAN and receive the lump sum of {$5000.00} and the yearly incentives of {$1000.00}?
I need answers to these questions ASAP.
Sincerely, XXXX XXXX XXXX
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08/03/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Older American |
Mortgage Complaint Forclosure Sale Date Set for XX/XX/XXXX This is a Request for Enforcement action on Mr Cooper LLC, Mortgage Loan Co in TX.
Dual-Tracking - Mr Cooper Continues to have an Active XXXX XXXX , ongoing and publicly announced Trustee Forclosure Sale date Before During and After my completed modification application was received. The sales date continues to be active according to the Trustee and public notices during and after Mr Cooper approved me for Modification. During trial payment times as well as my current pending Appeal to the modification offer. ( The Modifacation offer self expired after 14 days of the date of the offer without it being recevd by me with time to respond within 14 days. ) Cooper likely did not mail it on the date the offer was written-thus using up my days required to respond ). The CFPB examiners found servicer that sent notices of intent to foreclose to borrowers already approved for trial modifications were in violation. The CFPB found this type of dual-tracking could mislead consumers/borrowers to believe the servicer ( Mr Cooper ), had abandoned the trial modification. Because of Mr Cooper system error, I received notices to me ( From Cooper Trustee ), while I am in good standing pending loan modification proceedings saying that foreclosure would be imminent. My Appeal is also pending..
As of today, I have an active and pending appeal without any response from Mr Cooper. In a letter from Cooper dated XX/XX/XXXX, Cooper confirmed receiving my appeal dated XXXX XXXX XXXX XXXX XXXX, by FAX. ( Also USPS tracking- XXXX shows it was also delivered XXXX XXXX. The Cooper letter told me I will get a response on my appeal before XXXX XXXX- I did not. I have no response to the pending appeal from Cooper and no new re-offer do to the mod offer self expiring. YET I HAVE AN ACTIVE FORECLOSURE SALE DATE ON XXXX XXXX XXXX, - This is the Definition of Dual-Tracking. When you ask Cooper - They will tell you the sale is on HOLD but this is not true. The Trustee representing Cooper tells me in writing and on the phone the sale date is active. They also make a public announcement of this active sale date of XXXX XXXX This is disingenuous on the part of Mr Cooper. And lead to confusing and conflicting information. Who will enter into trail payments. Anyway if a pending Forclosure sale date is still active. The current foreclosure sale date of XXXX XXXX XXXX is overlapping with BOTH my pending modification approval and appeal.
Cooper is Not Answering XX/XX/XXXX, Qualified Written Request signed by an Attorney. My jointly signed 6 page QWR letter has never been answered by Cooper. This Letter was jointly sign by my Attorney friend. ( Take Note : Mr Cooper Staff XXXX XXXX in a XXXX XXXX call - She told me all letters Jointly signed by ME & my Attorney will be responded to directly to me as long as the Attorney never fills out the 3rd party Authorization. Form - He never did ). Our joint signed Letter dated XXXX XXXX was signed by me. In that letter also signed by my Attorney. He tells Cooper in that letter 2 times to respond directly to me since I am signing that letter also. He told them It should be deemed Comming from me. Mr Cooper has in fact respond to ALL XXXX XXXX XXXX Attorneyletters without any problem. These past letters are also jointly signed letters. To be responded directly to me. Why change that agreed protocol is mystery. Mr Cooper has refused to respond to that important pending XXXX XXXX Attorney Letter letter signed by me. We need the answer from Cooper for historic legal continuity. My Attorney also told them in that XXXX XXXX Letter he does not represent me on any Loan Modifacation or Collection matter with Cooper. He will only will represent me in a future Post Forclosure case to recover full market value of my home should it be sold in Error under the California Dual-Tracking Home Owner Bill Of Rights law. ( Supported by Federal law also. ) State law requires WE notice Mr Cooper to self correct before we are allowed to recover damages in court for the sale. Cooper would have to sell my home in that Dual-Tracking active sale date during the modification process including appeals & other loss mitigation options. I also sent this same XXXX XXXX, letter to Cooper under my cover letter with only my signature and not the Attorneys signature-still no response from Cooper. ( This letter dated XXXX XXXX-delivered XXXX XXXX USPS - XXXX XXXX ). NO RESPONSE FROM COOPER YET. Cooper is insisting the attorney represent me. This is in violation of how hey have always handled this type of letter from BOTH Me Attorney before.
This is a partial list ++. I have attached a 5 page letter with all pending matters Thank You
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07/16/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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In XXXX of XXXX I was a victim of refinance fraud with Nation star mortgage in conjunction with a 3rd party unlawfully operating company and in conjunction with XXXX XXXX together Caused me to lose {$50000.00} of my home equity A 3rd party company offered the ability to lower my monthly payments The 3rd party company Led me through a process and promise of refinance to simply lower my monthly payment. I discovered that the company was unlawfully operating without any business license. I also learned that they worked very closely with my mortgager XXXX XXXX mortgage to facilitate stealing money from homeowners For homeowner 's equity. The 3rd party company was raided by the FBI and Nationstar mortgage sent out what should have been a legal representative to go over the signing of documents and supposedly explain to me what was entailed within the documents. What ( actually occurred ) which was not what was stated, was nothing more than a notary being sent out to sign the documents ... .. documents apparently to be signed in a public setting so that anytime I would ask any specific questions pertaining to the documents the individual that met with me ( THE NOTARY ) that met with me to sign the documents became loud and irate anytime I asked any specific questions AND indicated that I was 2nd guessing her skills and abilities and her work ethics which caused me to Remain quiet as she would get very loud in this public setting being imbararrased She stated it's nothing more than simply lowering my monthly payment I did not find out until the month before I went to sell my home in XXXX that the mortgage company actually attached a balloon payment in the amount of nearly {$50000.00} thus the Mortgage company added this fraudulent additional ( separate account ) to my mortgage In the form of a balloon payment Of which when I sold my home in XXXX of XXXX the balloon payment was retracted from my gained equity Whereas I should have received close to the sum of a {$100000.00} instead i merely received {$50000.00} I also Discovered many homeowners went through the same situation as myself Where many homeowners lost the same sum of money through the same scenarios dealing with the same three companies the illegal operated 3rd party company that did not exist the same exact mortgage company Nationstar mortgage aka Mr. Cooper and XXXX XXXX doing the transactions.
As a homeowner and as a taxpayer and the and the father of XXXX children XXXX severely XXXX.
I desire to receive compensation for my loss my pain and suffering with my children 's loss and pain and suffering to regain the {$50000.00} including pain and suffering compensation, compensation for what was stolen from us. Upon reading a class action settlement between your consumer department of protection and nation star mortgage I have read where Nationstar was sued in the sums of millions of dollars for many families who also experience hardships through this mortgage company. I desire to recover well deserved compensation and bereavement for what was gained from that class action settlement.
I have ALL documents pertaining to this matter Including intel on major key players And verbal admission from the agent That recieved payment for the third party company of whom explained what was occurring by and through the company that she worked for. Their job was to achieve the {$3000.00} sum of money and after speaking with other victims I learned that after this occurred the next stage was for Nationstar to finish it up by secretly attaching their balloon payment to each victim ( Homeowners ) I also have information on the third party company agent The mortgage company also Maintained the unnecessary homeowners insurance that should have been removed which overcharged me for many years And I feel that they also took advantage of me While pushing my home into foreclosure Myself and my children have lost so very much And on top of that ... ..
The mother of my children and her lawyer has somehow two days ago ( while were in a virtual divorce mediation ) Managed to steal the majority of what ( remained of my equity ) in that her attorney laid claim to the money which was unlawfully & unknowingly to me stolen by those companies Myself having an overpaid attorney An attorney Which apparently has limited knowledge of law and how to protect me and ( whom has calculated her own paycheck ) to also be deducted out of the last bit of my equity For poor " services " and I feel completely unrepresented and taken advantage of on many levels. Absolutely everything I have worked hard for my entire adult life has been taken from me! Please contact me at your earliest conveinience at XXXX Or email XXXX Please help.
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10/02/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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In XX/XX/2020, I began an attempt to refinance my current fha mortgage with my current mortgage company. When I called in, I explained to the mortgage broker XXXX XXXX I wanted to refinance my principal home in Florida, and a rental property in Delaware. She explained we would have to do one at a time and to start with the Florida home. She requested to run my credit. I approved. When she ran my credit, she said I had excellent credit and could convert my mortgage to a conventional loan and save costs. She quoted us an interest rate of 3.25 %, a payment of {$1500.00}, closing costs of {$5100.00}, and a waiver of the appraisal. I was also told I would be receiving money at the closing of approximately {$1000.00}. I requested to think over it, and would call the next day. I called back the next day to move forward and was informed the payment was {$1600.00}. XXXX could not explain the increase, as all the information remained the same. She could only say there was a glitch in her system. I decided to still proceed as it was not a significant change. At this time I again requested to discuss the refinance of my rental property. XXXX then informed me that per Mr. Cooper policy that only one mortgage could be worked on at a time. My loan was then forwarded to underwriting. I was requested to provide my taxes, w-2, paystubs, bank statements, and any other asset statements. I was requested by the loan processor XXXX XXXX MLS # XXXX, to provide bank statements, signed tax documents, mortgage statements, address explanation, and credit inquiry explanation. The credit inquiry explanation requested I provide information as to why Mr. Cooper ran my credit. Mr. Cooper was the mortgage company I was applying to refinance. After the second request for documents, but prior to their review, XXXX called me and informed me my debt to income ratio was too high and they were unable to proceed any farther with the loan. I asked her how she made this decision as I have relatively little debt, and from their application site, I could see that not all of my documents submitted were reviewed. XXXX said all documents were reviewed despite the status saying otherwise on their website. XXXX informed me the loan was suspended and XXXX would call to discuss further options. XXXX never called, but I continued to periodically check the loan status as it never changed to suspended as XXXX indicated. Last week, I noticed that the loan changed to conditionally approved. I was confused by this because, I never heard from XXXX, or XXXX. I was requested to submit the insurance documents for my rental property, and asked for the front and back of my drivers license, a credit card, and a signed tax return. I provided these documents immediately. Yesterday, I was provided a closing disclosure. It stated that the mortgage payment was {$1600.00}, closing costs of {$10000.00}, and I had to bring approximately {$1100.00} to closing. I thought the stark differences from the estimate and closing disclosures were odd, but I signed anyway as I was still happy with the payment. Later yesterday evening, I checked the website and under the loan details tab everything changed from the closing disclosure I had just signed hours earlier. The new payment was {$1700.00}, closing costs were approximately {$12000.00}, and I had to bring approximately {$3100.00} to the closing table. I did not receive a phone call from XXXX or any new document explaining the sudden change. I decided to call myself. XXXX informed me that they had to use the old appraisal, and that it changed all the conditions of the loan. We were never offered an opportunity to have a new appraisal done to correct the value of our home, and this is information that should have been disclosed at the outset. They should have known that if they were waiving the need for an appraisal that it would mean they needed to use an old and outdated value that would ultimately impact the loan. They changed our loan details 4 different times with little explanation or communication, and it was not until I provided my license which shows I am a XXXX man that everything changed significantly with the loan details. Again, the issue could have been simply corrected with an updated appraisal, but this option was not offered. Additionally, I learned after calling back into the loan center, that XXXX provided me incorrect information that only one loan could be processed at a time. She merely wanted the principal residence loan to be addressed so she could receive her commission, as she is not licensed in the state of Delaware to handle that loan. The employees of Mr. Cooper have been non-communicative, deceptive, and they have operated in bad faith.
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09/30/2022 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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During covid pandemic i lost XXXX of my income and filed for a covid forebearance with XXXX XXXX XXXX XXXX It was to not reflect negatively on my credit report as I was up to date on my payments and also was not supposed to incur interest. My first payment to resume was XX/XX/XXXX. As i tried to make the payment, I was informed that my loan had been transferred to XXXX XXXX XXXX. I spoke with XXXX XXXX XXXX and we agreed on the combination stand-alone partial claim and loan modification as federally offered as a solution for ending the covid forebearance. When i received the first packet for signing and notarization around XX/XX/XXXX, I noticed the amount being added to the end of the loan was more than double the amount of back principal and interest owed. I also noted that my wife 's name was added to the modification agreement, when she was not on the mortgage but the deed with the prior servicer 's. I also noted that they misspelled my wife 's married legal name which is the same as mine, by 1 letter and the notary couldnt notarized due to their clerical error. The terms agreed on were 3.125 % interest and a total monthly payment of {$1100.00}. Another packet was sent out, without my wife 's signature but with a higher interest rate and monthly payment than we legally initially agreed to. A letter was sent from XXXX stating that the servicer would be changing to RightPath in a couple of months but the original terms we agreed to would be honored and transferred with the loan. I received 6 more packets in the mail, all without my wife 's name but with the higher interest rate and higher monthly payment that we didnt legally agree to. Finally on XX/XX/XXXX a packet was sent out and this time had my wife 's name, which was spelled correctly, along with the original agreed to interest rate and monthly payment amount. A confirmation letter was also sent saying they were going to honor the offer originally made to me since it was legally agreed upon. However, whenever I logon to the RightPath Servicing site, it says my modification has been rejected and they will not be honoring their offer made almost a year ago. My point of contact XXXX XXXX hasnt been able to be reached on the phone since XX/XX/XXXX. With XXXX I called twice a week every week, and with Right Path I call at least twice a month. I have phone records stating who i spoke with, the nature of the conversation, date, & time for all 78 phone calls Ive made trying to resolve this issue. Im always told XXXX XXXX is ; busy, unavailable, not at his desk, has reviewed the email and or tasks/tickets and will contact me within 24-48 hours. My statements show a monthly payment of {$1400.00} should be paid, but I was told to pay XXXX and that's what Ive paid every month. When i call now they say I paid XXXX but am due for XXXX thru XXXX, which XXXX was paid each month and i have bank records to show this. The XXXX was to go into a suspense account for 45 days which is what Federally they were not allowed to exceed before implementing my modification, after 3 consecutive on time payments. Ive made every payment that i was supposed to. Ive been told " We apologize. Our mistake. We legally have to honor the offer we extended to you that you agreed to. '' Followed by the next month the website saying " rejected. '' I was told my packet was incomplete, but it came in on a Thursday evening, I had it signed and Notarized on Friday, and dropped off with XXXX XXXX on Monday morning. I was told it was because there were no witness signatures which it says clearly on the 1st page only 4 states require this and Alabama is not one of them, Where I and the property are located. This has been going on for a year now. I would like to see what was offered to me a year ago be honored. Thats what we agreed to before they made their clerical error. I would like to see the amounts owed be corrected with the correct and updated amounts after the suspense account is settled. The past due balance to applied to the end of the loan should have only been XXXX, XXXX, Not XXXX, Not XXXX. Please note that the employees at Right Path are the same employees as XXXX XXXX Right Path merely took over the Residential Mortgages from XXXX as per the representatives have told me. attached are copies of the first modification with the misspelling, the confirmation from XXXX stating the rate and total amount to pay, 6 more packets from XXXX to XXXX all with incorrect amounts, and finally on XX/XX/XXXX the correct modification paperwork with correct spellings, interest rate, and monthly payment along with another confirmation letter from XXXX XXXX saying they are honoring the original legally agreed to modification offer.
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10/26/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
BACKGROUND For decades, Ive paid my home mortgage using auto-pay, paying each months loan in full. Ive had at least three different mortgage companies for my home loan due to the mortgage being sold to other servicers. My current mortgage lender is Nationstar/Mr. Cooper. I have an exceptional payment history and, until this event, have never missed a single payment.
I work full-time as a nurse in a public school. During the pandemic, we had to work remotely. So I relocated to a small town.
XX/XX/2021 : I decided to use a different bank account-still within XXXX XXXX-to pay my monthly payments. Using Nationstar/Mr. Coopers online system, I carefully entered all of the information required to change the account. It was accepted.
Mid-XX/XX/2021 : I went back home and checked my mail : there was a letter from Mr. Cooper notifying me of two missed payments : XXXX and XXXX. I immediately called and asked for a supervisor to find out how this could have happened and to rectify the issue immediately. I spoke with XXXX XXXX, a very kind customer service specialist. On XX/XX/XXXX, she assisted me in transferring funds to cover the two missed months and to make sure auto-pay was resumed.
Some days later, per my request she followed up with me about why this situation happened. She explained that Mr. Coopers online system had not processed the new account number ( something to do with an extra digit? ). She apologized and removed the late fee and penalty fee but only for the XXXX payment. I urged that ( a ) the fees for XXXX also be excused as the missed payments were caused by their error, and ( b ) this situation should not be reported to any credit bureau. She said she would look into these matters. Unfortunately, she never responded to my numerous email and phone messages.
For the next few months I called several times talking to different agents about removing the late+penalty fees for XXXX ( {$130.00} ). In late XXXX I spoke to an agent who said that she was able to remove it but that it would take a few days to show up. A few days later, I called back and spoke to a different agent, only to find that it had not been removed. I was appalled.
DECEPTIONS and COVER-UPS On XX/XX/XXXX, I reported Mr. Cooper to the XXXX XXXX XXXX ( XXXX ). Nationstars responses contain numerous deceptions.
( 1 ) Attachment 1 ( e ) : For security and confirmation the correct account number is being entered you are prompted to enter the account number twice and unfortunately the account number entered was invalid. [ confusing sentence ] This statement confirms that it was their system error. Their system should have noted that the account numbers that I entered did not match. But, clearly my entries did match because their system accepted my entry.
( 2 ) Attachment 1 ( b ) : They reported that my bank issued an NSF on XX/XX/2021. I never received this and it is not noted on my XXXX XXXX XXXX statement ; ( 3 ) Attachment 1 ( c ) : They said they sent a letter addressing my concerns. The letter that I received ( Attachment 2 ) states, Our records indicate that this account has [ sic ] not reported to the credit reporting agencies in a negative manner for the month of XX/XX/2021 .... But I never inquired about the XX/XX/2021 payment ; I had inquired only about the XXXX and XXXX payments. This is just one example of their carelessness and flippancy.
( 4 ) Attachment 1 ( d ) conceals the truth by saying We were unable to substantiate that Ms. XXXX confirmed that there was an error on our end during her calls with you. They record all of their calls and could reference them by employee and/or customer.
They also claimed to have made pre-recorded collection calls to me on 5 occasions between XXXX XXXX and XXXX XXXX. I did not receive any of them, possibly because they called a landline number or an erroneous number.
Nationstar/Mr. Cooper is an avaricious and unethical company with communication practices that leave much to be desired. It is no wonder that there is a {$73.00} XXXX judgement against this company [ XXXX : XXXX ] I recently received a mass mailing signed by XXXX XXXX , Chair and CEO of Cooper addressed to the Mr. Cooper Family . It goes on to say... let me just say how happy I am that youre here.I know its been a tough year for so many people. But I want you to know -- now more than ever -- that weve got your back. As a Mr. Cooper customer, youve got an entire team behind you. Yes, an entire team fighting a negligible fee of {$130.00}. A fee that should have been canceled months ago. Mr. XXXX, my intent is to seek justice, not just on my own behalf, but for all of the others who have been similarly abused and dismissed.
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10/18/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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In XX/XX/2021, there was a problem with the overdraft protection feature of my XXXX bank accounts. Although I had ample aggregate funds in my XXXX accounts, one sub-account that was dedicated to regular recurring payments had insufficient money due to an incomplete transfer between my accounts. I was supposed to have overdraft protection linking these accounts but it failed to work. Upon notification, I immediately funded the deficient account.
I later called XXXX Banking to ensure that everything was current on my account, and to inquire why the overdraft protection failed. The XXXX Banking agent informed me that the overdraft protection had not been correctly linked by the bank. XXXX refunded all of the NSF fees and attempted to correct the missing overdraft link. The XXXX agent noted there was a technical glitch that prevented her from immediately correcting the overdraft protection link but put in a work request to have that fixed. I specifically asked the agent to review the entirety of my account, including my mortgage, to determine if anything else needed attention. My mortgage is also with XXXX ( Nationstar sub-servicer ) and I asked to review the account ( my mortgage is one of the accounts listed on my main account page ) to see if there was anything else that needed to be corrected, and to make sure that my account was current. She assured me that everything else was indeed current and that my autopays were still in place etc.
Based on the information given to me by XXXX I believed that the problems had all been rectified. However, on XX/XX/2021 I received notice from one of my other banks that my credit score had dropped 91 points.
I immediately called XXXX and was passed to the Mortgage Department, who informed me that I had previously been given incorrect information by the original agent. There was still a problem with my XXXX mortgage because the XX/XX/2021 payment had never been re-attempted. While my autopay paid as normal from XXXX onwards, the XXXX payment had not been re-processed after we resolved the account linkage issue. Therefore, there was still one month that needed to be made up. I asked why I had not received any kind of early intervention in regards to the late payment. I have a secure message center both in XXXX Banking and in XXXX Mortgage and there was no notification posted there ( images available ) and there was nothing in my XXXX Mortgage notifications ( images available ). In addition, I had received email confirmation ( image available ) that my XX/XX/2021 mortgage payment had been posted, but after the agent worked with me to resolve the account linkage issue, there was no further communication or e-mail confirmation to inform me that there was an outstanding balance for XXXX. Based on my conversation with the XXXX agent and my manual transfer of funds into the account, I fully believed ( and had been told ) that my accounts were all up to date and current.
I asked why I had not been contacted via phone as I have several numbers listed on my account and I was told that they tried to call my office number ( as opposed to my two home phone numbers in my XXXX account ) but did not leave a message. The representative stated that they sent a letter which I never received. I asked if there was any tracking information, signature or certified mail for this letter and was told that there was not.
I immediately paid the outstanding balance. Since it was XX/XX/XXXX I now had a " rolling late '' of two months due to one payment. I was then referred to the Executive Resolution Teams both at XXXX XXXX and XXXX Mortgage ( Nationstar ). I had extensive discussions and opened up an initial inquiry. I followed up with a credit dispute claim based on the fact that my overdraft protection was not correctly set-up by the bank, that I received false/misleading information in the first call with the XXXX agent indicating that my accounts were current when they were not, and that there had been no good faith efforts made to establish live contact with me through the multiple channels of communication available. Both XXXX Banking and Mortgage have binding legal obligations to not provide false or misleading information in the course of a debt collection, and to make good faith efforts to establish live contact with the customer in these situations. I received a notice that my phone inquiry for a credit dispute was denied.
My fiance and I are shopping for a new house and had found home but because I have this issue on my credit I have been told that I am going to be unable to get a mortgage no matter the amount of down payment or the amount of assets I have.
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04/23/2019 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
Hello, my name is XXXX XXXX and I am writing you today to try and explain the unbelievable and outrageous circumstances, for which I have no control and I have been subjected to, in dealing with several of these large Mortgage Companies. When I try to ask what the XXXX is going on with my loan, they keep switching my loan numbers, selling the Mortgage to different people and increasing the amounts by the Thousands every time!
On XX/XX/XXXX, I purchased and currently own the home at XXXX XXXX XXXX in XXXX XXXX Florida, XXXX. My original Mortgage with XXXX XXXX XXXX, loan # XXXX, was signed and closed on that day. Shortly thereafter, I received another mortgage paper saying that I now owe {$67000.00} and was never signed by me but it was Notarized on XX/XX/XXXX and I was sent a copy. This paper makes no mention of the original loan number but instead refers to the loan as instrument # XXXX.
XX/XX/XXXX, XXXX XXXX XXXX buys my Loan fro. XXXX XXXX XXXX and I am given paperwork telling me that I now am dealing with XXXX XXXX XXXX.
After an examination of my loan Amortization papers that I had received from XXXX XXXX XXXX, I discovered I was in payment number 115 of a 180 installment loan at the time XXXX XXXX XXXX acquired my loan from XXXX. I have been unsuccessful in my attempts to convince the lenders they have made errors on my loan! The biggest is being that it was a 15-year note, NOT a 30-year note! When I complained to XXXX XXXX XXXX, they sold my loan to Nationstar Mortgage on XX/XX/XXXX. When I complained to Nationstar Mortgage, they sold my loan to XXXX XXXX on XXXX XXXX. When I complained to XXXX XXXX, they sold my loan to XXXX XXXX XXXX XXXX, who is now my current home loan provider.
Upon request on XX/XX/XXXX, my payment history records were sent to me from XXXX. It was my payment history since XX/XX/XXXX and everything looked like it was valid until I realized that we hadnt even closed on the house until XX/XX/XXXX! My original payment for the 15-year note which included escrow payments for homeowners insurance and property taxes was {$490.00} / month. I had trouble getting homeowners insurance due to the cast iron pipes that are under the slab in the home and was forced to buy homeowners insurance through XXXX XXXX XXXX which increase my loan amount to {$610.00} a month.
XXXX provided me with statements of payments made from XX/XX/XXXX to XX/XX/XXXX. I was told they could not find any records for my Loan from XX/XX/XXXX to XX/XX/XXXX. What happened to those records? The payoff amount indicated at that time was {$51000.00}. XXXX also changed the loan to # XXXX. To make matters even more complicated, the Loan # on the payment history statements I received was now # XXXX? I received in the mail a payoff demand statement from XXXX XXXX XXXX on XX/XX/XXXX saying that XXXX had purchased the loan for {$51000.00}.
Apparently, some thing happened between XX/XX/XXXX and XX/XX/XXXX because my principal balance jumped to {$98000.00} supposedly recorded on XX/XX/XXXX. They have called it an instrument # XXXX. I never signed a refinance agreement and to this day no bank or mortgage company can provide any documentation to me as to why my loan was added approximately another {$44000.00} to it! I have bank records that indicate I was paying XXXX XXXX XXXX until XX/XX/XXXX and that all my payments were current and up-to-date. I had even paid double payments on some months. Another thing, somehow my payments jumped from {$610.00} per month to XXXX a month!
When I complain, XXXX XXXX XXXX sells my mortgage to Nationstar Mortgage on XX/XX/XXXX and I am sent a letter telling me to direct my payments to Nationstar Mortgage, who also by the way, change my loan # to XXXX!
Again, when I try to get things sorted out, Nationstar sells my Mortgage to XXXX XXXX on XXXX XXXX and, by the way, changes my account number to # XXXX.
All the while trying to resolve this whole mess with Nationstar Mortgage, these XXXX stop answering our phone calls and I have to hire a lawyer at this point. Nationstar Mortgage and XXXX mortgage have refused to deal with me on this matter and literally forced me into bankruptcy in order to save the home. Now whats the new balance? Almost {$120000.00} and of course a new loan number because XXXX XXXX sold the mortgage to XXXX XXXX XXXX XXXX. The new Loan number is now # XXXX. I have included copies of the original mortgage I signed with XXXX and the loan modification agreement I signed under duress with Nationstar, in order to save my home from foreclosure.
I would appreciate any help you can provide in this matter. I can be reached by this email or by phone at XXXX.
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04/12/2019 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
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|
Web |
Servicemember |
On XX/XX/XXXX I received a letter from my mortgage company, XXXX XXXX XXXX XXXX XXXX stating that my mortgage loan would be transferred to a company, Mr. Cooper. Although I was in fact late in making my XXXX payment to XXXX XXXX XXXX and had not paid, I had the funds to make the full XXXX payment on XX/XX/XXXX and planned to pay PRIOR to 30 days ( XX/XX/XXXX ) so I would not be reported as 30 days past due on my credit report. However, upon visiting their website on both XX/XX/XXXX and XX/XX/XXXX, I was immediately re-directed to the Mr. Cooper website. Upon entering my loan number on the Mr. Cooper website, I was informed that I could NOT make any payment towards my loan until XX/XX/XXXX due to the " onboarding process until my loan was fully transferred over '', which was past the 30 day mark. I then attempted to call XXXX XXXX XXXX to make my payment over the phone, however the phone numbXXXX XXXX XXXX ) was immediately transferred to Mr. Cooper, just as the website was re-directed. I then called and spoke to one of the customer service specialists at Mr. Cooper and was told again over the telephone that I was unable to make ANY payment towards my XXXX statement until XX/XX/XXXX and that there would be a 60 day period by which no late fees or negative credit reporting would be imposed upon me.
On XX/XX/XXXX I received notice from XXXX that there was new action on my credit report. Upon visiting the website, I saw that on my XXXX report, XXXX XXXX XXXX had reported me as 30 days past due. On XX/XX/XXXX I then called Mr. Cooper again to inquire as to why I was reported as 30 days past due when I was UNABLE to make my XXXX payment on both XX/XX/XXXX and XX/XX/XXXX via the XXXX XXXX XXXX website OR the XXXX XXXX XXXX phone number I had attempted to call. I was then informed to send an email to " XXXX '' and that I should NOT have been reported as 30 days past due since I was not allowed to make a payment at the end of XXXX. I then sent an email to the email address noted, with all of the specifics and details explaining the dates that I attempted to pay and how BOTH XXXX XXXX XXXX AND Mr. Cooper would not accept my XXXX payment until XX/XX/XXXX. I received NO email or phone response from anyone at Mr. Cooper, so on XX/XX/XXXX I called them yet again and asked to speak with a manager. I was placed in touch with a senior customer service specialist, XXXX XXXX, who once again explained to me that it should NOT have been reported as 30 days past due and that she would be submitting the matter to their " research team '' to investigate and they would correct the error. On XX/XX/XXXX, I called XXXX XXXX directly yet again to inquire on the status of my complaint and left a message. Approximately 10 minutes later I received a response to my initial email that I had sent her, whereas she stated the matter was submitted to their research team on XX/XX/XXXX and I had to wait 30 days for the matter to be resolved ( despite her previous statement over the phone that she would have the matter escalated and resolved within 15 days ).
After still receiving NO response again from Mr. Cooper, I contacted them by telephone today, XX/XX/XXXX, and asked to speak with a manager. The manager, XXXX XXXX, explained to me over the phone that the matter had been closed, and that upon reviewing my complaint, it had been determined that there was no error made in credit reporting because the loan came over to Mr. Cooper on XX/XX/XXXX from XXXX XXXX XXXX and was already 30 days past due. I explained to her that the loan would NOT have been 30 days past due, had I been allowed to make a payment on XX/XX/XXXX or XX/XX/XXXX on either the XXXX XXXX XXXX website OR by calling and making a payment to them over the phone. She then explained to me that the phone number had not been transferred over until XX/XX/XXXX, which was 100 % inaccurate as I had called the XXXX XXXX XXXX customer service number XXXX multiple times between XX/XX/XXXX and XX/XX/XXXX as I was concerned about being reported as 30 days past due on my mortgage and wanted to ensure I could make a payment prior to XX/XX/XXXX. I continued to argue that I was unable to make any payment via both the XXXX XXXX XXXX OR the Mr. Cooper website or via either phone number during the last week in XXXX. She then told me to send an email to XXXX and wait another 30 days for a reply. (? ) This places me right back where I started on XX/XX/XXXX over 2 months ago, and leaves me with zero resolution regarding this matter. Meanwhile, the 30 days past due record remains on my credit file and is negatively impacting my credit score for the past 68 days already.
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06/01/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
Servicemember |
I am continuously having payments misapplied or not applied at all with my Mr Cooper account. I'm not sure what to do at this point because it's created so much stress in my life that I suffered a XXXX XXXXXXXX. Nothing I do seems to resolve this escrow or payment issues.
DATE AMOUNT PRINCIPAL INTEREST ESCROW OTHER REMAINING BALANCE Unapplied Funds XX/XX/XXXX {$260.00} {$0.00} {$0.00} {$0.00} {$260.00} {$100000.00} Escrow Deposit XX/XX/XXXX {$100.00} {$0.00} {$0.00} {$100.00} {$0.00} {$100000.00} Escrow Deposit XX/XX/XXXX {$1500.00} {$0.00} {$0.00} {$1500.00} {$0.00} {$100000.00} Escrow Payment Reversal XX/XX/XXXX ( {$1500.00} ) {$0.00} {$0.00} ( {$1500.00} ) {$0.00} {$100000.00} Escrow Payment Reversal XX/XX/XXXX ( {$100.00} ) {$0.00} {$0.00} ( {$100.00} ) {$0.00} {$100000.00} Unapplied Funds Payment Reversal XX/XX/XXXX ( {$260.00} ) {$0.00} {$0.00} {$0.00} ( {$260.00} ) {$100000.00} Unapplied Funds XX/XX/XXXX {$260.00} {$0.00} {$0.00} {$0.00} {$260.00} {$100000.00} Escrow Deposit XX/XX/XXXX {$100.00} {$0.00} {$0.00} {$100.00} {$0.00} {$100000.00} Escrow Deposit XX/XX/XXXX {$1500.00} {$0.00} {$0.00} {$1500.00} {$0.00} {$100000.00} Escrow Payment Reversal XX/XX/XXXX ( {$950.00} ) {$0.00} {$0.00} ( {$950.00} ) {$0.00} {$100000.00} Monthly Payment XX/XX/XXXX {$640.00} {$220.00} {$410.00} {$0.00} {$0.00} {$100000.00} Principal Payment Reversal XX/XX/XXXX ( {$640.00} ) ( {$640.00} ) {$0.00} {$0.00} {$0.00} {$100000.00} Additional Principal XX/XX/XXXX {$640.00} {$640.00} {$0.00} {$0.00} {$0.00} {$100000.00} Monthly Payment XX/XX/XXXX {$640.00} {$220.00} {$410.00} {$0.00} {$0.00} {$100000.00} Escrow Deposit XX/XX/XXXX {$560.00} {$0.00} {$0.00} {$560.00} {$0.00} {$100000.00} Escrow Deposit XX/XX/XXXX {$330.00} {$0.00} {$0.00} {$330.00} {$0.00} {$100000.00} Escrow Deposit XX/XX/XXXX {$600.00} {$0.00} {$0.00} {$600.00} {$0.00} {$100000.00} Monthly Payment XX/XX/XXXX {$640.00} {$220.00} {$410.00} {$0.00} {$0.00} {$100000.00} Additional Principal XX/XX/XXXX {$290.00} {$290.00} {$0.00} {$0.00} {$0.00} {$100000.00} Monthly Payment XX/XX/XXXX {$640.00} {$220.00} {$420.00} {$0.00} {$0.00} {$100000.00} Escrow Adjustment XX/XX/XXXX ( {$930.00} ) {$0.00} {$0.00} ( {$930.00} ) {$0.00} {$100000.00} Escrow Adjustment XX/XX/XXXX {$930.00} {$0.00} {$0.00} {$930.00} {$0.00} {$100000.00} Payment Reversal XX/XX/XXXX ( {$640.00} ) ( {$220.00} ) ( {$420.00} ) {$0.00} {$0.00} {$100000.00} Principal Payment Reversal XX/XX/XXXX ( {$290.00} ) ( {$290.00} ) {$0.00} {$0.00} {$0.00} {$100000.00} Additional Principal XX/XX/XXXX {$290.00} {$290.00} {$0.00} {$0.00} {$0.00} {$100000.00} Monthly Payment XX/XX/XXXX {$640.00} {$220.00} {$420.00} {$0.00} {$0.00} {$100000.00} Escrow Adjustment XX/XX/XXXX ( {$930.00} ) {$0.00} {$0.00} ( {$930.00} ) {$0.00} {$100000.00} Escrow Payment Reversal XX/XX/XXXX ( {$930.00} ) {$0.00} {$0.00} ( {$930.00} ) {$0.00} {$100000.00} Escrow Deposit XX/XX/XXXX {$930.00} {$0.00} {$0.00} {$930.00} {$0.00} {$100000.00} Payment Reversal XX/XX/XXXX ( {$640.00} ) ( {$220.00} ) ( {$420.00} ) {$0.00} {$0.00} {$100000.00} Principal Payment Reversal XX/XX/XXXX ( {$290.00} ) ( {$290.00} ) {$0.00} {$0.00} {$0.00} {$100000.00} Additional Principal XX/XX/XXXX {$290.00} {$290.00} {$0.00} {$0.00} {$0.00} {$100000.00} Monthly Payment XX/XX/XXXX {$640.00} {$220.00} {$420.00} {$0.00} {$0.00} {$100000.00} Monthly Payment XX/XX/XXXX {$640.00} {$220.00} {$420.00} {$0.00} {$0.00} {$100000.00} Monthly Payment XX/XX/XXXX {$640.00} {$210.00} {$420.00} {$0.00} {$0.00} {$100000.00} Monthly Payment XX/XX/XXXX {$640.00} {$210.00} {$420.00} {$0.00} {$0.00} {$100000.00} Monthly Payment XX/XX/XXXX {$640.00} {$210.00} {$420.00} {$0.00} {$0.00} {$100000.00} Monthly Payment XX/XX/XXXX {$640.00} {$210.00} {$420.00} {$0.00} {$0.00} {$100000.00} Additional Principal XX/XX/XXXX {$450.00} {$450.00} {$0.00} {$0.00} {$0.00} {$100000.00} Additional Principal XX/XX/XXXX {$640.00} {$640.00} {$0.00} {$0.00} {$0.00} {$100000.00} Payment Reversal XX/XX/XXXX ( {$640.00} ) ( {$210.00} ) ( {$420.00} ) {$0.00} {$0.00} {$100000.00} Principal Payment Reversal XX/XX/XXXX ( {$450.00} ) ( {$450.00} ) {$0.00} {$0.00} {$0.00} {$100000.00} Additional Principal XX/XX/XXXX {$450.00} {$450.00} {$0.00} {$0.00} {$0.00} {$100000.00} Monthly Payment XX/XX/XXXX {$640.00} {$210.00} {$420.00} {$0.00} {$0.00} {$100000.00} Monthly Payment XX/XX/XXXX {$640.00} {$210.00} {$430.00} {$0.00} {$0.00} {$100000.00} Monthly Payment XX/XX/XXXX {$640.00} {$210.00} {$430.00} {$0.00} {$0.00} {$100000.00} Monthly Payment XX/XX/XXXX {$770.00} {$200.00} {$430.00} {$130.00} {$0.00} {$100000.00} Unapplied Funds XX/XX/XXXX {$640.00} {$0.00} {$0.00} {$0.00} {$640.00} {$100000.00}
|
04/12/2019 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
|
|
Web |
Servicemember |
On XX/XX/XXXX I received a letter from my mortgage company, XXXX XXXX XXXX , XXXX, stating that my mortgage loan would be transferred to a company, Mr. Cooper. Although I was in fact late in making my XXXX payment to XXXX XXXX XXXX and had not paid, I had the funds to make the full XXXX payment on XX/XX/XXXX and planned to pay PRIOR to 30 days ( XX/XX/XXXX ) so I would not be reported as 30 days past due on my credit report. However, upon visiting their website on both XX/XX/XXXX and XX/XX/XXXX, I was immediately re-directed to the Mr. Cooper website. Upon entering my loan number on the Mr. Cooper website, I was informed that I could NOT make any payment towards my loan until XX/XX/XXXX due to the " onboarding process until my loan was fully transferred over '', which was past the 30 day mark. I then attempted to call XXXX XXXX XXXX to make my payment over the phone, however the phone number ( XXXX ) was immediately transferred to Mr. Cooper, just as the website was re-directed. I then called and spoke to one of the customer service specialists at Mr. Cooper and was told again over the telephone that I was unable to make ANY payment towards my XXXX statement until XX/XX/XXXX and that there would be a 60 day period by which no late fees or negative credit reporting would be imposed upon me.
On XX/XX/XXXX I received notice from XXXX that there was new action on my credit report. Upon visiting the website, I saw that on my XXXX report, XXXX XXXX XXXX had reported me as 30 days past due. On XX/XX/XXXX I then called Mr. Cooper again to inquire as to why I was reported as 30 days past due when I was UNABLE to make my XXXX payment on both XX/XX/XXXX and XX/XX/XXXX via the XXXX XXXX XXXX website OR the XXXX XXXX XXXX phone number I had attempted to call. I was then informed to send an email to " XXXX '' and that I should NOT have been reported as 30 days past due since I was not allowed to make a payment at the end of XXXX. I then sent an email to the email address noted, with all of the specifics and details explaining the dates that I attempted to pay and how BOTH XXXX XXXX XXXX AND Mr. Cooper would not accept my XXXX payment until XX/XX/XXXX. I received NO email or phone response from anyone at Mr. Cooper, so on XX/XX/XXXX I called them yet again and asked to speak with a manager. I was placed in touch with a senior customer service specialist, XXXX XXXX, who once again explained to me that it should NOT have been reported as 30 days past due and that she would be submitting the matter to their " research team '' to investigate and they would correct the error. On XX/XX/XXXX, I called XXXX XXXX directly yet again to inquire on the status of my complaint and left a message. Approximately 10 minutes later I received a response to my initial email that I had sent her, whereas she stated the matter was submitted to their research team on XX/XX/XXXX and I had to wait 30 days for the matter to be resolved ( despite her previous statement over the phone that she would have the matter escalated and resolved within 15 days ).
After still receiving NO response again from Mr. Cooper, I contacted them by telephone today, XX/XX/XXXX, and asked to speak with a manager. The manager, XXXX XXXX, explained to me over the phone that the matter had been closed, and that upon reviewing my complaint, it had been determined that there was no error made in credit reporting because the loan came over to Mr. Cooper on XX/XX/XXXX from XXXX XXXX XXXX and was already 30 days past due. I explained to her that the loan would NOT have been 30 days past due, had I been allowed to make a payment on XX/XX/XXXX or XX/XX/XXXX on either the XXXX XXXX XXXX website OR by calling and making a payment to them over the phone. She then explained to me that the phone number had not been transferred over until XX/XX/XXXX, which was 100 % inaccurate as I had called the XXXX XXXX XXXX customer service number XXXX multiple times between XX/XX/XXXX and XX/XX/XXXX as I was concerned about being reported as 30 days past due on my mortgage and wanted to ensure I could make a payment prior to XX/XX/XXXX. I continued to argue that I was unable to make any payment via both the XXXX XXXX XXXX OR the Mr. Cooper website or via either phone number during the last week in XXXX. She then told me to send an email to XXXX and wait another 30 days for a reply. (? ) This places me right back where I started on XX/XX/XXXX over 2 months ago, and leaves me with zero resolution regarding this matter. Meanwhile, the 30 days past due record remains on my credit file and is negatively impacting my credit score for the past 68 days already.
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12/14/2018 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
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I got behind on my property taxes in XXXX. In XXXX my mortgage company sent me a letter stating i was behind. I called them to let them know that I would be paying the taxes by the XX/XX/XXXX, when my annuity came in. I asked if that would be a problem. The customer service agent checked with his supervisor, and told me that as long as the taxes was paid by XX/XX/XXXX that it would not be a problem. In the middle of XXXX i got a second letter from my mortgage company stating the same thing about being late on my taxes. I called again to make sure everything was still ok as long as I paid the taxes by the XX/XX/XXXX. The customer service agent checked my account read the notes from my previous call after checking with his supervisor, told me that everything was fine and as long as I paid the taxes by the XX/XX/XXXX there would not be a problem, that my account was noted. I told him i just wanted to make sure everything was still ok. He said the letter was computer generated and just make sure i paid them by the XX/XX/XXXX. I assured him it would be done.I received my annuity on the XX/XX/XXXX XX/XX/XXXXand made two checks out one for my real estate taxes and one for my personal property taxes. A friend of mine was on her way to my county assessor office after the XX/XX/XXXXto drop the checks off, i checked my mail right after she left, and had a paid receipt from my assessor office for my real estate taxes, that showed my mortgage company had paid real estate taxes on XX/XX/XXXX. I was not sure what was going on. I contacted my mortgage company after checking my Statement that showed my payment had when from {$360.00} to {$510.00} and that i now had a escrow account that was {$420.00} in the negative. I told them that I would send them the money for the taxes, i asked why they paid them just a few days before i was to pay them. I said I called and spoke with the two customer service agent and had been told as long as the taxes were paid by XX/XX/XXXX everything was fine. I again told them i would sent the money for the taxes so my payment would go back to the original amount. I told them that i am XXXX and can not afford the extra amount on my payment. I was told that if i paid over {$1000.00} my payment would be droped to around {$420.00} a month. They would not take the amount of the taxes. They would not work with me at all. Finally earlier this month i spoke with a supervisor and was told to send in the amount of the taxes and XXXX my escrow account out and he would start to get the escrow account taken off. I thought I was finally getting some where in working this out. Well i made a deposit into the escrow account for the amount of the taxes. I checked my account the next morning. What i found was that they did not put all the deposit into the escrow account, they put {$360.00} toward interest and the rest in escrow. After hours on the phone they did finally reversed the money and put it back in the escrow. I was giving a Dedicated Loan specialist. Trying to work this out i spoke with her on the XX/XX/XXXX of this month and told her that i would pay my taxes for this year XXXX and would sent the three payments i am behind.since they wanted the escrow account on my mortgage and i did not. I gave on my end agreed to increase my payment by a little over {$28.00} per month. This would put the minimum amount balance for the escrow and they could start paying the taxes in XXXX with the escrow account and i would pay them for this year. It worked for everyone or so i though. Well they sent payment for my taxes this year. And jacked my payment up again. I when in and paid my taxes for this year because the county clerk had not processed their payment yet. I had the county clerk send my mortgage company money back. I called my mortgage company and asked why they did this and not stick with the agreement we had made the day before. I got nowhere. I ask to speak with a supervisor was told he was in a meeting and he would call me. I have still yet to get that call. I have tried to make my payments and can not plus the amounts seen to change hourly. I have tried every way I know to work this out.i can only afford so much per month.This company has bought my mortgage from the my original mortgage company, i have never been late on my payment since XXXX when i refinanced until now. I am trying to get my payments back on track but i think the mortgage company wants to foreclose because i don't owe but a little over 21,000 dollars on my place and its worth a lot more then that. Please help me get my payment back where i can afford it. Thank you for any help you can give me.
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02/16/2023 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
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- Struggling to pay mortgage
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Web |
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Pertinent facts : XXXX XXXX XXXX represents The Estate of XXXX XXXX. XXXX XXXX XXXX is the XXXX of XXXX and XXXX of XXXX. In XXXX XXXX and XXXX entered into a mortgage agreement with XXXX XXXX XXXX which on it's face was predatory with a 10 % interest rate. Claim 1. XXXX XXXX XXXX was at the heart of of the largest predatory loan scandal in United States History. XXXX settled with many states including Connecticut. Based on XXXX and XXXX 's first payment on their loan was due between XX/XX/XXXX and XX/XX/XXXX, they live in the property that serves as security for the mortgage, they owe 75 % or more of the current value of their home, and they can afford the new, lower payment under the modification they should have been notified by XXXX or XXXX XXXX XXXX that they could modify or refinance their loan. They were never notified. Pertinent facts 2 : On XXXX XXXX XXXX XXXX XXXX. 5 months later XXXX 's only XXXX XXXX XXXX unexpectedly. XXXX was awarded custody of her XXXX XXXX. XXXX already was XXXX of her XXXX adult XXXX, XXXX XXXX. XXXX was employed by the XXXX XXXX XXXX for 35 years. She XXXX at the age of XXXX. XXXX and XXXX successfully paid all payments between XX/XX/XXXX until XX/XX/XXXX for an estimated total of {$110000.00}, {$38000.00} over the principle of the loan. XXXX was made aware of a " balloon '' payment '' and began contacting Mr. Cooper to refinance or modify. All requests were denied. Mr. Cooper pointed the finger at XXXX XXXX for the denials.We contacted XXXX XXXX originally denied any record of the loan in XXXX via XXXX XXXX employee XXXX XXXX ( XXXX attached ) In the process of trying to get help, we filed a complaint with this agency, in which Mr. Cooper was deceitful in it's response specifically the comments by XXXX XXXX who claimed she returned a message left for her. Upon further investigation, in which we pulled up all incoming and outgoing calls to both phone numbers listed on the account there was no call made by XXXX XXXX. In a recorded conversation with Mr. Cooper employee XXXX XXXX he very clearly stated we were in no danger of being foreclosed on. We expressed to him our desire to return to just making payments, which have been denied since XX/XX/XXXX. He understood. He engaged in a nearly 25 minute conversation with us and explained that since this home equity loan was not in " first place '' we did not have to worry about foreclosure. This proved to be a provable lie. Mr. Cooper associate XXXX XXXX, after foreclosure started stated he " misspoke ''. It is our assertion you do not " misspeak '' for nearly 3 minutes, explaining the steps and reason why we would not be foreclosed on. It is also our assertion that employee XXXX XXXX was deceitful in her reply in trying to cover for the fraudulent statement made by employee XXXX. Claim 3. Negligence. Between XXXX and until XX/XX/XXXX XXXX XXXX left 32 voicemails for " dedicated loan specialists, including but not limited to XXXX XXXX, XXXX XXXX, XXXX XXXX XXXX and XXXX XXXX. These messages have been recorded and available for submission. They have intentionally not returned message to drag the period of time out because it is our premise Mr. Cooper and XXXX XXXX do not actually want to keep people in their homes. Claim 4. Deceit While we have claimed deceit above we also assert XXXX XXXX has engaged in this willfully in conjunction with Mr. Cooper. After originally stating they had no record of the loan in XXXX, while not saying they " own '' the loan they emailed us stating XXXX, as the servicer of the loan was the only one who could offer a modification. XXXX claims on XXXX XXXX can approve a modification. This has gone back and forth for months with no resolution. Both agencies have engaged in secondary fraud for financial gain by " stringing us along '' and adding fees and charges to the loan. There is clear and provable negligence and deceit on behalf of the employees of Mr. Cooper and XXXX XXXX. Both companies engage in fraudulent statements for financial benefits. Claim 5. Negligence 2 MERS Does not show XXXX XXXX as an investor or " owner '' or Trustee. Number XXXX Mr. Cooper nor XXXX XXXX will provide the " chain of custody '' documents showing who or when XXXX XXXX because " Trustee '' The activities of both companies and their employees XXXX XXXX XXXX to be put in counseling and given anti-depressants. The activities of both companies and their employees have caused XXXX XXXX XXXX to be diagnosed with anxiety and XXXX with prescriptions for both. Note : THE AUDIO CLIP OF XXXX XXXX IS AVAILABLE AT CFPB 's request. It has been provided to Mr. Cooper the week of XX/XX/XXXX.
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06/10/2017 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Older American, Servicemember |
Became late when auto draft did not clear payment. Called Aurora Loan Services, asked to pay two payments, told absoluteley not, payment would be returned, must be placed in payment arrange-ment. Did not ask for this. Provided financial information, placed in forebearance agreement. Complied with requests for ( 4 ) forebear-ance agreements with XXXX XXXX payments. Each time sent back as not approved due to time, a line not initialed, something. Forms sent to us the day before they were due. Finally in the final ( 4 ) forebearance, payments accepted and all loan modification paperwork sent repeatedly ( lost by bank ). Then XXXX XXXX XXXX 's office representing Aurora LS, who started the robo signing, false signatures, fraud, fabrication of documents problem in Florida and the Nation, set a date for Summary Judgement in court. I contacted his office and Aurora LS to be sure they were aware we were in a workout/loan mod review. They ( the bank and XXXX XXXX XXXX 's office ) both agreed we were not in danger of foreclosure and it was not necessary for me to attend the court date as it would be pushed forward to wait for the loan modification. I did attend the court date and they asked for summary judgement, did not mention they had advised me by email and phone call the morning of the court hearing that it would be postponed. The Judge saw my email, asked the attorney appearing for Aurora LS if they had this email and they finally admitted they did have that email. The Judge asked for mediation and it to be handled out of court. After a year and a half of trying to deal with the bank I obtained an attorney and he obtained a true loan modfication ( not a trial ) in 24 hours from Aurora after he explained the many problems within our mortgage, and asked for a Qualified Written Request. The court ordered mediation was cancelled because we had come to an agreement with the bank. We paid the trial payment and the 1st payment as requested and returned all documentation to Aurora LS by XXXX tracked mail. They did not return the loan modification or payment instructions. When we inquired ( our attorney ) they said it was still in process. Then Nationstar aquired Aurora loans and we were not notified until much later. I had mailed payments to the Aurora LS office as instructed by our attorney and the customer service staff, they were never returned through my bank. Nationstar when I inquired, told me our Loan Modification was not honored. Through a company XXXX XXXX XXXX in XXXX XXXX NY we asked for Qualified Written Request two times, the bank did not respond. We went to court with Nationstar/Aurora they change who is the plaintiff, and asked for dismissal due to the many problems and provided them with line items of deficiencies. They disposed my husband and I for four hours and asked to not have their witness disposed at this time ( avoided ) until solutions could be discussed. They later offered another loan modification and we had a family tragedy and were unable to respond. We made them aware. When I did provide then with our loan modification documentation, they said any action by Nationstar would be postponed until the loan modification was reviewed. We filed a motion to continue until the loan modification was reviewed, even though they had set a court date. They ( XXXX, XXXX, and XXXX of XXXX XXXX, Fl. ) advised they were also asking for a continuance at the request of Nationstar. We were foreclosed on XXXX XXXX, 2017. We have sent a list of grievances to all of the agencies recommended by our Mortgage Examiner. There are enumerous problems to possibly include appraisal fraud, reverse engineered amounts to make mortgage amount possible, advised we could change from interest only 8 % percent loan to conventional principle and interest loan when we objected. And they do not have the correct parcel number for this property. We have always paid the taxes for this property although they escrow them. We did this to prevent a tax sale and advised them they were paying wrong tax. They force placed insurance while we had coverage. Would not change it when we informed them. Our assignment of mortgage from XXXX to Aurora appears to be robo-signed and back dated. We have depositions from XXXX XXXX XXXX XXXX staff who stated under oath that they signed documents fraudulently and fabricated documents that did not exist. Our mortgage has an allonge that was added to the document later. We have spent {$20000.00} trying to remain in our home that is valued at {$120000.00} and they show a balance of XXXX. We have never been provided with an outline of what charges were added on.
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08/28/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I finished a refinance at the start of XXXX, the refinance funded on XX/XX/XXXX and paid off Mr Cooper ( my previous mortgage lender ). On XX/XX/XXXX I called Mr. Cooper and was connected with Escalation agent XXXX XXXX, I informed her that under no circumstance was my escrow refund to be mailed to me. She informed me that she would handle the situation and make sure it is wired to me and not mailed to me. On XX/XX/XXXX I emailed her a scanned copy of a voided check to use to wire to my checking account. XXXX XXXX no longer responded to my emails once I emailed the voided check in regards to the wire refund.
On XX/XX/XXXX I called and was connected with XXXX XXXX an escalation specialist. I voiced my concerns that XXXX XXXX did not do as she promised me she would in regards to properly filing my voided check, so when the refund issues it would be wired and not mailed to me. XXXX informed me that XXXX XXXX didnt do anything she promised to do. Later that day on the XXXX, XXXX responded and confirmed she received the voided check via scanned email, and that the the refinance had funded successfully.
On XX/XX/XXXX I called into Mr Cooper to find out the status of my wire refund, I was told by a Customer rep that Mr Cooper had sent our two escrow refund checks on the XXXX, and had entirely ignored the entire voided check wire process I went through with them. I told them I needed and wanted it to be a wire, so that same day they told me they would issue a stop payment and initiate a wire transfer as they should have on the XXXX.
On XX/XX/XXXX I called again asking what the status of my now very late wire transfer was, I was given the run around, and even hung up on by one of their reps because I kept pushing for a resolution. It wasnt until I requested to speak with a manager that I was eventually connected with a manager, who admitted that they had made numerous mistakes. He then promised to me over the phone he would call me back in an hour, and that he would XXXX overnight deliver me a new set of checks so I could deposit them tomorrow ( XX/XX/XXXX ).
I call again on XX/XX/XXXX asking the status of my wire, after the usual stone walling I am connected with escalation manager XXXX XXXX. He then confirms that the previous managers promises were pure XXXX, and that they cant do that. He then gives me his word that I would receive my wire deposit into my checking account either on Saturday ( XXXX ) or Monday at the absolute latest ( the XXXX ). No deposit on Saturday, no deposit on Monday, I call again today ( the XXXX ), none of the managers who promised to call me back the previous day actually called me back. Eventually I am put through to another escalation specialist who informs me that numerous agents since the XXXX had issued additional stop payments on the old checks that were already stop pay 'd on the XXXX. They informed me that because of their ignorance on how to do their own job, that it reset my wire transfer from going out by another 5 business days.
On the XXXX I was alsocconnected with Escrow manager XXXX XXXX. She informed me that my wire had still not gone out, that no one had an answer for me and no one could tell me when it would go out, even though it is now beyond the 5 business day limit since it was initiated. She promised me that she would have someone from accounting call me back today, to resolve my issue regarding the infinitely delayed wire transfer. She never called back, she never emailed me back, and no one called back regarding my very delayed wire transfer.
Mr copper 's employers including its Escrow manager ( XXXX XXXX ), and its escalation manager ( XXXX XXXX ) are liars and deceivers. Their word ( documented in Email, and recorded voice conversations ) is absolutely worthless, and they are purposely drawing out the process to spite me.
They have offered no resolutions to getting me my now very late wire refund, and have said it will be indefinitely extended by 5 business days for every time one of their employees processed another stop pay on the same checks from the first round they incorrectly sent out on the XXXX.
I will be attaching all copies of all email communication between myself, and the various managers and escalation specialist of Mr. Cooper so all may see that they are liars and care nothing for the average person who needs the money in that escrow refund.
Mr. Cooper is the worst mortgage lender on earth, and it is to no surprise that they used to be Nationstar which was so heavily sued that they had to rebrand to escape the negative image attached to their prior business name.
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06/23/2023 |
Yes |
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Web |
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I contacted the legal team representing MR.COOPER and their legal team has even remained silent when I asked if they could prove the validity of the alleged loan from XXXX XXXX so I think it's safe to assume it is indeed void ab initio. I really wanted to avoid this cause it will be a pain, but as per DTPA regulations sec. 17.46 DECEPTIVE TRADE PRACTICES ( b ) ( 3 ) causing confusion or misunderstanding as to the source, sponsorship, approval, or certification of goods or services ; ( 4 ) Causing confusion or misunderstanding as to affiliation, connection, or association with, or certification by, another ; ( 12 ) representing that an agreement confers or involves rights, remedies or obligations which it does not have or involve, or which are prohibited by law ; ( 24 ) failing to disclose information concerning goods or services which was known at the time of the transaction if such failure to disclose such information was intended to induce the consumer into a transaction into which the consumer would not have entered had the information been disclosed ; XXXXXXXX XXXX as well as MR. COOPER have attempted and alleged that I am the cesta que trust XXXX XXXX XXXX. I am the administrator and beneficiary of this trust I am not the trust itself and I am not a name. I will also provide multiple copies of the statements in which the last time I sent a complaint they provided a photo saying this coupon we've sent you here 's a photo. That was the first time I've ever seen it so they lied in their response and I have downloaded statement after statement on their website not one is accurate to their response. I also have many paper statements with the same result. I have requested more that 10 times between MR COOPER and their legal team to verify that I was loaned anything of value. If they could show a paper trail that would verify with 100 % certainty that I was loaned anything at all. They have not produced this or can not. This was a part of my complaint last time as well and even then the only thing they sent was a copy of the contract which is in no way a paper trail or proof that I was loaned anything of value. They have continued to harass me by attempting to illegally sell my property which they have no claimed rights to as they can not verify the validity of the debt. I am currently seeking to sue them as companies such as yours clearly don't do anything about the deceptive business practices that these companies operate in. If you want the cusip number that verifies that XXXX XXXX XXXX is a trust I can provide that. I'd rather not sure the XXXX out of them but I definitely will. They gave out my personal private phone number for zounds of unwanted solicitations. I thought I have made it incredibly obvious that I only desire to talk through writing, but somehow I never get any mail or anything from. In fact I was getting paper statements before my last complaint and haven't gotten a single paper statement since then. Fishy. Regardless of whether you do your job or not with the necessary action that should be taken with MR COOPER " the face of home loans '' ( like it says on the front of their mail ) I will take action against them, their harassment, their desire to continue with the fraud they are committed and for violating my rights as I don't have any signed agreement anywhere that MR COOPER can produce, they have no claimed rights to the property they are attempting to steal from me. I paid for the house with my cesta que trust by signing on behalf of my trust. This is all fact I have copies of all their running around avoiding giving any evidence that would prove they have any rights to the property in question. At this point they are literally stealing my property and trying to sell it to someone else cause I caught them and they hate it.i Can not wait to go to court because I have 100 % confidence in my facts. Below I attached the three most recent statements none of which as you can see for yourself include the documentation that was complained about the last time is not included as they claimed. They once again have been deceitful and to you and did you do anything to look into any of it. Nah clearly not so I'll be making this known to the judge if I take them to court under DTPA voilations. I'm really confused on how the consumer protection company just sends my complaint to the company I'm complaining about and takes no action for justice to be had, how exactly is that protecting anything? For me this is more evidence against them when they respond so I guess there's that.
All rights reserved The living man XXXX
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03/28/2021 |
Yes |
- Debt collection
- Mortgage debt
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- Written notification about debt
- Notification didn't disclose it was an attempt to collect a debt
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Web |
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We are writing to issue a formal complaint against Mr. Cooper We had two loans that Mr XXXXNationstar has been servicing : These were loans that led up to the financial crisis of XXXX.
We faithfully paid these loans, even though they stretched us financially during the crisis and beyond We were able to modify these loans in XXXX of XXXX.
There were a few months leading up to that point that we did not pay the loans.
During this time of non-payment on our part, we worked diligently to modify our loans, finally having success in XXXX of XXXX.
During this time of non-payment of our loans, we received constant phone calls and certified letters from their company, heres an example of the letters received by us : ( certified mail - could not post here ) After that point of modifying our loans, and consolidating ( or so we thought and were told by Mr Cooper ), we then received just 1 mortgage statement, one bill, never by mail, that we have faithfully paid because we love our home and plan to stay here.
We were never contacted by Mr Cooper by phone, mail or email that the second loan did not make it into the modification. We never received a certified letter, which was their protocol just months before, as the certified letter above is an example of? And we never received a statement or bill for this second mortgage.
In fact, in looking on the Mr. Cooper dashboard, which I dont regularly use, I now notice the second mortgage is still on there, but there are only 5 months of statements, 8 months after our loan modification. So no bills or statements 8 months after our modification, when our payment changed, with our loans consolidated with a new term and interest rate.
Fast forward to today, when the loan has been sold multiple times, of which we were unaware, and the loan is now coming to maturity, we received a demand letter at the end of XXXX by XXXX, during a pandemic, and the loan comes to maturity at the beginning of XXXX, and not only do we owe the full principle, but fees and outstanding payments for the last 6 years. Again, we did not know this loan existed anymore, and never received a bill for it in all of 6 years, by any of the loan servicers.
Instead, it seems they quietly pulled this from under the rug after our modification, and quietly sold it to assume no responsibility for XXXX contact on their part?
We did everything we were supposed to do, and we were told that the loans were being consolidated, and that is why our mortgage went from XXXX to 40 years.
When I called recently to talk to about this with Mr Cooper, I have been repeatedly told that its 100 % our fault, we should have known this, things like this happen all the time, and they dont have the loan anymore, so their hands are clean.
We pay our bills. If we knew there was an outstanding bill, we would have paid it and been dealing with it. This is an extremely stressful situation as well as a financial hardship during this time.
On the phone with XXXX of their employees, she told me that we had been getting regular monthly statements for this bill in the mail, until they sold it. WE DID NOT. And on the website dashboard for our accounting for this loan, there were no statements that appeared after 8 months of our modification.
Now, during a pandemic, we are faced with a demand of a balloon payment or we could loose our home, and the full amount of a loan we have not paid in 6 years with the fees attached to that because we never received notice. We thought this was an outside scam for money at first, because we believed that with our modification, we had combined our loans, as the loan officers had told us we were doing.
We followed all the protocols, and now are faced with a huge financial challenge.
Now I understand that the loan was sold off to XXXX. Did Mr Cooper make a profit on that?
We also had no communication with XXXX. They told us that they sent us XXXX letter when they sold it, and the letter stated the loan was being sold so we should keep paying it as we always did, that there was no action on our part. No red flag or reason to be concerned or even quite understand that there was a problem. We do not physically have this letter and do not recall receiving it, but this is something XXXX recently sent to me digitally as I was trying to figure out what was happening.
Your loan will continue to be serviced by your current loan servicer, XXXX XXXX XXXX XXXX You should continue to make your payments just as you always have.
We look forward to hearing back from you regarding this unfortunate situation.
Sincerely,
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04/07/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
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Below is an email I sent to several Executives at Mr. Cooper Mortgage and XXXX XXXX to get them to move on finalizing my mortgage modification. I received a few calls from Mr. Cooper representatives yesterday after I sent this email, and was told today they are sending the modification documents. I thought you should know about this. I found information at the XXXX website about Mr. Cooper 's bad business tactics. I guess they are still up to their old tricks even though they have been penalized. I've attached the email. It's a shame I had to send an email to more than XXXX people to get them to move.
MY EMAIL : Due to COVID, I was offered a mortgage modification by Mr. Cooper Mortgage. I accepted the modification even though I felt Mr. Cooper should have lowered the interest rate considering the mortgage interest rates were at approximately 2.85 % when I applied and when it was approved. The rate was left at 4.25 %. I felt Mr. Cooper could have done more to help even though I accepted the terms because I need my home and was stressed out during the pandemic! Instead, in my opinion, Mr. Cooper looked at the pandemic as an opportunity to take advantage of vulnerable customers. I accepted the terms and abided by the terms by making the XXXX required payments starting XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX prior to the XXXX of each month. After finalizing the terms of the modification agreement required by me, I expected Mr. Cooper to finalize their terms of the agreement, but instead I received a letter noting they sold the mortgage to XXXX XXXX and XXXX would finalize the terms of the modification, WHICH HAS NOT BEEN DONE TO DATE. This feels like a breach of contract to me. Everything about this move by MR. COOPER seems unethical and strategic.
I initially called XXXX XXXX week after receiving the letter from Mr. Cooper saying the mortgage had been sold and XXXX would honor all terms of the loan and mortgage modification. I was told to call back in a few weeks because the information of the loan had not been entered and could not make a payment. I called back and was told by XXXX there is nothing on file about a modification for my loan and suggested starting a new modification with XXXX. This is not the solution to this messy transition. Now Im worried. My best guess is that XXXX is so backlogged that pertinent information about this transfer was not entered due to hastily entering the information.
I can not tell you how many times Ive called XXXX XXXX for the final modification paperwork. No one seems to know what procedures are in place at XXXXXXXX XXXX to finalize this modification. I dont understand why XXXX XXXX buy this mortgage in the midst of a modification. I dont understand why Mr. Cooper did not finalize the modification prior to selling it to XXXX XXXX Again, this feels unethical and strategic! I phoned Mr. Cooper last week and was told there is nothing they can do. I was advised by Mr. Cooper to call XXXX and ask to have my account researched. I dont understand why no one at either mortgage company knows what needs to be done to finalize this modification.
XXXX being told by XXXX that I need to start a new modification with them even though Ive done this already with Mr. Cooper. The fact that XXXX accepted this loan modification before Mr. Cooper finalized it, is astonishing! Since I can not find anyone who knows how to deal with this strategic and unethical situation. Does XXXX even know there was a loan modification approved by Mr. Cooper? I cant tell. I keep getting mortgage statement about how many thousands of dollars I owe XXXX but nothing about finalizing this modification. Something was lost in transition.
This is quite unfortunate and the worst business practice Ive seen in my life time. To avoid further delay, can someone please contact me ASAP to let me know what is being done to finalize this modification. This is truly stressful and everyone at XXXX and Mr. Cooper passing the buck is not helping at all. This is a horrible situation to be in and Im sure you could not imagine your home being LOST IN TRANSITION. This is my livelihood at stake, and I would appreciate some REAL attention to this matter.
I really did not want to contact executives to deal with something you have people employed to address, but they are not addressing this issue ( everyone seems dazed and confused ), and Im not left with any other options. I feel like this can be rectified without getting an attorney involved. Please help me get on track with paying my mortgage.
Thanks in advance for your speedy reply.
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02/14/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
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In XXXX of XXXX I underwent a XXXX XXXX XXXX XXXX. Because my long-term employment situation ( I'm a school teacher ) was potentially going to be affected by the XXXX and XXXX I contacted my mortgage service provider, Nationstar Mortgage dba Mr. Cooper, to discuss my options. At this time, Mr. Cooper advertised through their website a program that allowed for those affected by COVID-19 that would allow for a deferral of mortgage payments for up to a year. The program as outlined on their website indicated that if approved the borrower would be allowed to begin repayment of their original mortgage at the end of the year -- or earlier if individual conditions changed -- with all deferred payments simply added to the end of the mortgage. In XXXX of XXXX I was contacted by Mr. Cooper to find out if I wanted to continue in the program. I told the representative that I wanted to return to paying my mortgage and have the outstanding balance added to the end of my loan. The representative confirmed my request and told me that Mr. Cooper would process the request to restart the loan.
Instead, I was sent a modified mortgage agreement that while offering a lower interest rate, extended the length of the loan by 10 years ( thus adding additional interest payments ) and a slightly lower monthly payment would require that the loan guarantor, FHA, to place a $ 60K lein on the property. I found this rather absurd given that I was only about {$27000.00} behind in payments. I immediately contacted Mr. Cooper in XX/XX/XXXX and asked why I was not being granted the opportunity to 'just add the amount owed to the end of the loan ' as originally promised. From XX/XX/XXXX until today I have placed a number of phone calls to various officials at Mr. Cooper to 'reject ' their original loan modification and ask them to comply with their original offer of loan repayment. It was not until XX/XX/XXXX that Mr. Cooper finally 'closed " the original offer of a loan modification and began to 'process ' the original loan agreement with the outstanding amount ( which is now close to {$30000.00} ) in outstanding payments and escrow. I was told today that they don't know how long it will be before they can have this modification ( which really isn't a modification at all given that the original mortgage was never closed or changed ) 'approved. ' I am most concerned with the lack of disclosure by the Nationstar/Mr. Cooper that to restart payments to the provider I will have to assume the liability for a lien on the property by the FHA. No where in any of the advertising or documents related to this COVID relief program was this EVER stated or published. I would think that Mr. Cooper/Nationstar, LLC has a legal obligation to reveal the details of their repayment program at the time the consumer signs up for the program. To be told for the first time -- over a year later -- that in order to restart paying the mortgage that a lien. is being placed on the property ( potentially for DOUBLE the amount I am behind in payments ) and coupling it with a hard sell/fait accompli 'bait and switch ' to new loan terms that place the consumer in a WORSE financial situation by having to pay a longer loan terms that result in greater interest payments over the terms of the loan is not only fraudulent, but a deceptive business practice that preys upon the vulnerabilities of human beings during a health crisis.
Clearly, Nationstar/Mr. Cooper, is hoping that consumers will simply forget about their original loan terms and revert to the new loan agreement and that is deceptive especially when it is offered as the only option. I expected to be able to restart paying my mortgage in XX/XX/XXXX... with the deferred amount 'added onto the end of the loan ' as was originally promised. I didn't expect to EVER have a lien placed upon my property by the FHA. It was never disclosed by Mr Cooper and was a VERY unpleasant surprise that affects not only my financial well-being, but I'm certain my credit rating in the long run. I also didn't expect to spend hours on the phone attempting to get Mr. Cooper to simply comply with their PUBLISHED programs.
Further complicating things, Mr. Cooper, on its website does not make available copies of webpages, proposed mortgage modifications, etc. once they have been 'rejected ' or closed. A history of every consumer 's interaction with the mortgage provider should be made available to consumers via their website for immediate download. ( I know they have them, but they will not send them out once Mr. Cooper/Nationstar considers them 'closed. '
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04/22/2021 |
Yes |
- Mortgage
- Other type of mortgage
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- Struggling to pay mortgage
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Web |
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We were on the pandemic forebearence plan because of being affected by covid and loss of wages. We had applied for a modification 7 months prior to covid because our son became permanently XXXX and I am unable to work leaving my husband the only income provider for XXXX people. They denied us stating we had too much debt to income. Then months later covid hit. We took advantage of the pandemic plan and were on it just under a year. Once we got in a better spot we decided to try and start making our payments again so we started another loan modification with Mr Cooper so we could keep our house and afford the payments because we did not have the almost {$15000.00} we were off set from the forebearence. I started this process on XX/XX/2021. I was told that paperwork would be mailed to us to complete along with documentation that they needed. It would take about 30 days to receive and then I had a limited time to submit everything or we would be denied. By XX/XX/XXXX I still had yet to receive anything so I contacted Mr Cooper asking where the paperwork was and was informed to just complete the application online. When I went to do so, it would not allow me to so I had to call them back. It took them 3 days from that time to send me a link for the application. I completed the application along with submitting documents requested in XX/XX/XXXX. Everything said it was accepted and we moved to step XXXX which is review. On XX/XX/XXXX I checked and they had rejected a bunch of documents including my husbands 30 days of paystubs, our monthly income work up sheet, and the modification request asking why we were applying for the process. I called and talked to XXXX on that same day and asked why they rejected the documents and she said because I wasnt clear enough on why we asked for the modification and that they needed documentation proof my son was XXXX which I had already provided and they accepted. So I re did everything and submitted it for a XXXX time. XXXX days later they rejected my husbands paystubs again. So I called on XX/XX/XXXX and asked why those were rejected. They stated it said he received a bonus and they needed a letter in detail explaining what that was, which I provided that day. On XX/XX/XXXX they requested our most recent tax return which I sent in on XX/XX/XXXX. They rejected those as they stated they werent readable. I resent them in on XX/XX/XXXX. They rejected them again because all but the last XXXX numbers of our ssns were stared out for protection purposes by our accountant. I called and spoke with XXXX who told me that was why and I stated that was the only copy I was provided and I had given them everything that I have. I cant get ahold of my tax accountant as she is gone until XXXX and the IRS isnt taking phone calls to get anything from them, which my return isnt even processed yet nor did I receive my money. She stated to hand write our ssn on the documents and she would note the account and it would be ok. She also stated I had filled out the form giving them permission to get the exact things I was faxing from the IRS directly so it shouldnt be an issue either way. So I followed her instructions and faxed those returns in with the hand written ssn. XXXX days later they rejected them again. I called and spoke with XXXX who said they could not accept them because it could be considered fraudulent documentation. I asked to speak to a supervisor as I did what I was directed to do and was told would be ok and that I felt they were purposely rejecting documents to deny us a loan modification. She refused to let me directly speak with a supervisor but did communicate with one via typing while we were on the phone. They told her if I did not provide the correct documentation I would be denied a modification. She then instructs me to just wait for them to get it from the IRS and hope XXXX dont get denied because of the time sensitive process. I told her I was not going to do that as I already felt that thats what they were trying to do to me already and if we get denied this modification we would be homeless. She then also informs me that if we get approved for the modification and enter the trial period where we start making payment to complete that period they are going to start reporting all those payments that were paused during the pandemic period as late payments to my husbands credit report. I told her I would be contacting an attorney. This company just settled a XXXX XXXX dollar lawsuit for doing the exact same thing to many of their customers and clearly they are continuing to do it.
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01/08/2019 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
A request was made for a modification of my mortgage from a natural disaster XX/XX/XXXX which a letter was sent stating that it was denied due to failure to supply the necessary documentation XX/XX/XXXX. I submitted a hardship application XX/XX/XXXX due to my employer shutting down resulting in changes of income and my wife becoming ill, at that time Nationstar elect to revert the hardship application back to the natural disaster application. All necessary paperwork was provided by XX/XX/XXXX however they stated they did not receive XX/XX/XXXX I have documentation showing that I complied with every request prior to that date.. 90 days of pay from my previous employment which ended XX/XX/XXXX and paystubs from my employer at the time which gave an excus they couldnt read. Nationstar acknowledges receipt of all documentation as XX/XX/XXXX, I called every month during the process for updates concernEd becuase my payments where getting further in arrears. Not being notified that I could have been making payments during this process I scheduled a payment for XX/XX/XXXX which they never processed so I contacted Nationstar to find out why it wasnt processed there was no record according to the CSR but she saw notes, at that time I scheduled another payment in the amount of {$1300.00} which was deducted from my account on XX/XX/XXXX there after payments were made every 2 weeks through XX/XX/XXXX amounting to {$7700.00} which brought the account to XXXX payment being due, the mortgage was delinquent from XXXX to XXXX {$6300.00} at that time which they never applied to my account despite no notices of delinquency due to the loss mitigation process. According to their records which do not correlate with documentation received during the process they notified XX/XX/XXXX that the modification was denied I contacted them the day I received the letter they communicating my the unfairness of their decision for the modification when asked what wer my options which were never given in writing I was told my only option was liquidation of the home no other options were available. This devastated me and I asked hat about my payments which wasnt posted to my account until this conversation. It wasnt until tha date of this complaint I learned that I should have been offered an appeal. At the time I stated my concerned of their decision via telephone despite not knowing the proper terminology the appeal process should have began and it wasnt.
I made payments from XX/XX/XXXX to XX/XX/XXXX totaling {$7200.00} which did not apply to my account until XX/XX/XXXX ( please see the attached transaction from my bank ), which brought my mortgage current to XXXX ( I wasnt notified until XXXX according to them of the denial of the modification ) XX/XX/XXXX, XXXX mortgage was paid XX/XX/XXXX, XXXX mortgage was paid at that time the reported that the mortgage was 60 days behind to the credit bureau. At this time I became livid despite their every failed attempt to foreclose on our home they retaliated by harming my credit. I have contacted them and given them every opportunity to correct this situation to no avail resulting in the filing of this complaint.
The have violated several section of the CFR section 1024 they have removed correspondences they have failed notify me of any late payments after the modification denial they failed to process my appeal they failed with assistance in keeping my home down to the notification of the mortgage insurance after the imitation 3 years on our FHA mortgage, no that we are within the 80 % threshold they report of late payment. There is no record of me even applying for assistance on my account when I login in fact I states application is unavailable. They do not even show they denial letter for the modification which I requested all records to make sure they correspond with my records from XX/XX/XXXX until present which they failed to do.
Nationstar actions are displaying predatory lending practices and in no way assisting FHA borrowers in keeping their homes in fact they are trying force them into foreclosure. I am sure I am not the first and fearful of the number of people who have lost their homes due to circumstances beyond their control and being unaware of their rights. I am enclosing my bank transactions mortgage statements and all correspondences according to them from XX/XX/XXXX which are much different from my records.
Vilotion of CFR 1924 subsection 3 loss mitigation process Hardship assistance Disaster assistance Appeal process Credit reporting Processing of payments Notification process
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04/15/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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In late XXXX of this year, we sold my deceased fathers property, which spans two counties in Montana. My father had purchased the property and gotten a loan through a local lender. The mortgage was then sold to Nationstar, which is now Mr. Cooper.
In 2017, my father, a XXXX XXXX not a rich man, managed to pay off his mortgage in full. The company, Mr. Cooper, does not dispute this. They confirm that the loan was paid off in 2017. Upon payoff, the lien was released on the property title in XXXX County, but it was never released in XXXX County.
So, when we sold his property in XXXX, XXXXXXXX XXXX XXXXXXXX immediately started working on preparing the titles for closing and transfer to the new owner. But, the deed in XXXX County still shows a lien and therefore, is locked up. XXXXXXXX XXXX started then in requesting the lien release from Mr. Cooper. XXXX XXXX contacted Mr. Cooper weekly for several weeks and were told each time that the case was being escalated and that they would respond. Mr. Cooper never responded, prompting XXXXXXXX XXXX to keep checking in weekly. Each time, weve been told that the lien release department is handling the case, but we are told that the lien release department can not be contacted by phone or even email.
After moving the closing back several times due to Mr. Coopers refusal to generate or send the lien release to XXXX County, XXXX XXXX asked that I call Mr. Cooper to see if I could get any further.
Starting in XXXXXXXX, I began calling Mr. Cooper every few days to request the lien release and get updates. Each time, I was told the case was being escalated and that they would respond. I even asked to get individual office lines so I could bypass the cumbersome customer service line. I as told to call anytime and leave messages and that the rep would get back to me with in a business day. I have called and left messages and emailed and never, not ONCE, gotten any sort of response. Just yesterday, I talked to someone on the escalation team who twice said she would respond with an update. She never called back. The only response Ive gotten after a month of requests at least every other day has been from the social media team and that only happened once, after exhausting all other channels, I took my plight public on social media. This is a disturbing trend companies removing options for resolution in other channels and instead, pushing people to social media, where ostensibly, they will get lost in the noise on social media. A quick look at Mr. Coopers social media pages confirms this. Nearly every post on the company XXXX page is a string of complaints just like mine.
I estimate that Ive spent at least 15 hours on this issue in the last three weeks, on the phone with Mr. Cooper and dealing with the fallout of pushing our closing date back so many times including the coming cancellation of the property insurance on the property because its been so long since my Dad died.
My father paid off this loan and the lien should have been released within 45 days of that payoff. That Mr. Cooper didnt perform that basic function in 2017 is one thing, but the repeated failed promises and ineptitude of the company in handling our recent requests to rectify that mistake have been truly outstanding. Not giving a customer any access to the lien release department, which Mr. Cooper says is working on the issue, is also predatory. It leaves us with no recourse whatsoever in trying to get this resolved other than call the customer line again only to be promised, again that the lien release department was working on it. We did call the number on the title that was released in one county and found the name of the lien release department : XXXX XXXX XXXX XXXX XXXX XXXX So, I emailed the contact we got there and she informed me that its not the lien release party holding up the lien release, its Mr. Cooper that XXXX XXXX XXXX is waiting for information from Mr. Cooper. Thats the exact opposite of what Mr. Cooper has been telling us all along.
Please, please help us get a resolution on this matter and please help others to avoid this situation. Dealing with the loss of someone you love is one thing, but dealing with the incompetence ( maybe malfeasance? ) of large companies who can not perform basic functions after you've lost a loved one makes everything so much worse. Mr. Cooper is holding my dead father 's property hostage and by proxy, holding me and my family, and our grief hostage as well. This is not a better way of doing business. It's predatory, incompetent and fully reprehensible.
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11/20/2020 |
Yes |
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- Struggling to pay mortgage
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Web |
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My complaint originates with my previous Mortgage Lender, Nationstar Mortgage, LLC d/b/a Mr. Cooper. However, my current Mortgage Lender ( XXXX XXXX ) is also closely involved in this matter as they have not been very helpful in reaching a reasonable solution to the problem I will be presenting.
In XXXX of XXXX, I reached out to Mr. Cooper and advised them as to why my Mortgage payments had fallen behind and I was looking for any possible solution to help alleviate the situation. My wife and I moved into our home in XXXX of XXXX at which time my wife was the primary/higher earner, being in XXXX XXXX with her former employer. She was unfortunately diagnosed with XXXX XXXX shortly after we moved into our home.
My wife was placed on short term XXXX through her employer. We are still currently fighting to get her approved for XXXX through the state. Once my wife 's short term XXXX ( employer ) expired, I became the only source of income for our family and that still remains the case. So more than half our house hold income was lost and we were struggling to make our mortgage payments.
In XXXX of XXXX when I reached out to Mr. Cooper to seek assistance we were approximately 50 days delinquent on our loan. We began the long and very difficult process of applying for a Loan Modification, I had to work with more than four " Dedicated Loan Specialist 's '' throughout the entire process. We were finally approved for a " Trial Period Plan '' in XXXX of XXXX. I was advised by our first Dedicated Loan Specialist to not allow the Loan to get more than 60 days delinquent, so I continued to make payments throughout the process.
When this four month trial period was offered to me I was told that I had to make contact with Mr. Cooper via telephone or in writing to let them know I intended to accept their offer, which I did. I also had to make my first Trial Period Payment, which I agreed to over the phone with a " Dedicated Loan Specialist '' to have debited out of my bank account on XX/XX/XXXX. I was also advised during this phone conversation that I did not have to make a payment in XXXX, and that this Trial Period will start in XXXX. I also asked if there was anything else needed from me and was told that the phone conversation and agreement to have my account debited was all I was required to do.
On XX/XX/XXXX XXXX XXXX took over our loan from Nationstar Mortgage/Mr. Cooper. At that time, I thought I had agreed to have all my trial period payments taken directly out of my account, in order to avoid missing any payments. When I noticed that nothing had come out for XXXX, this was when I learned that XXXX had taken over our loan. It was unfortunately brought to my attention that XXXX did not intend to honor my agreement with Mr.Cooper. I have recently discovered by looking through old correspondence from Mr. Cooper that they dissolved our Trial Period Plan because I failed to return the executed trial plan agreement. I find this to be simply unacceptable and egregious.
I can prove that all that was required by me to accept the offer from Mr. Cooper I have complied with. Furthermore the permission I gave to Mr. Cooper to have my personal account debited and the action taken by them in debiting my account further proves that I met all obligations set forth by them. Their finding that I failed to provide one form, which I was not even informed about by the " Dedicated Loan Specialist '', is not sufficient to dissolve the agreement. Therefore since XXXX XXXX has acquired all rights to this loan from Mr. Cooper I see fit that they honor the agreement set in place between myself and the aforementioned, Mr. Cooper.
I will be attaching several documents to this complaint, which substantiate my claim that there was an agreement made between Mr. Cooper and myself and they were erroneous to dissolve the agreement. I will also be attaching transaction history with Mr. Cooper and XXXX XXXX. These prove that I continued to make payments to Mr. Cooper through the Loan Modification process and that my loan did not get more than 60 days delinquent during that time as advised to so by my first Dedicated Loan Specialist. And it was not until XXXX when I didn't make a payment, as advised by the Dedicated Loan Specialist, that my account became more than 60 days delinquent. I am also attaching a letter that was sent to both Mr. Cooper and XXXX XXXX in XXXX asking for a resolution to this matter. I also sent two certified checks as payment to XXXX XXXX ( XXXX and XXXX ) with the reduced payment amount I reached with Mr. Cooper.
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10/20/2023 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
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- Struggling to pay mortgage
- Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
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Web |
Servicemember |
In XX/XX/XXXX I received COVID hardship assistance for 6 months of payments on my loan with Rushmore loan management. Though XXXX, XX/XX/XXXX Dear Congratulations! You have been approved for the Emergency Mortgage Assistance Program, administered through the Homeownership Center.
This assistance will cover the following six ( 6 ) months of mortgage payments on your behalf :, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX & XX/XX/XXXX.
Payments will be structured as followed : XXXX ; {$1300.00} XXXX ; {$1300.00} XXXX ; {$1300.00} XXXX ; {$1300.00} XXXX ; {$1300.00} XXXX ; {$1300.00} Payments will be made directly to your mortgage servicer. The assistance is fully forgivable and will not be owed back.
Please contact us if you have any questions or concerns!
Sincerely, HomeOwnershipCenter The mortgage server Rushmore loan management applied these payments, then reversed and reapplied the payments to pay a {$1100.00} fee on my account, leaving my account still owing for the month of XX/XX/XXXX, the payments would have paid off my principal balance.
Pay off statement good though XX/XX/XXXX Principal balance {$6100.00} Interest {$180.00} Escrow {$3200.00} Suspense balance $ XXXX Recoverable advances {$1100.00} Deferred interest {$0.00} Property inspection {$20.00} Recon/recording fee {$87.00} Deferred interest {$0.00} Short interest {$0.00} Total {$10000.00} I have only been allowed to make one payment in XX/XX/XXXX of XXXX, they have refused on multiple occasions to reverse and really the payment to bring my account current for XX/XX/XXXX, they will only accept a full payoff payment, in which they keep adding more and more fees.
I have a tax lien on my property for XX/XX/XXXX for unpaid taxes which they have escrowed for, Rushmore is escrowing for my home owner insurance an amount of {$2200.00} which I pay myself directly to the insurance company XXXX XXXX, which I have verified they have only received my monthly payments. They are holding funds in escrow which they shouldn't be, calculating that into a payoff figure. That I can't pay.
Rushmore loan management put my account into foreclosure status in XX/XX/XXXX, on which I was not notified. I only found out I was in forclosre when I called in about a modification request i had put in that was never completed.. this was in XX/XX/XXXX i had previously put in multiple requests to dispute the fee and payment, and request escrow explanation. And an explanation of r fees. No have been provided. Just that they are valid. I put in a second modification in XX/XX/XXXX which was complete, then they sold the loan to Rushmore servicing, at that time XX/XX/XXXX i was served with paperwork for the forclosre with a request to answer in 20 days. I immediately called them. Since I was told in writing and multiple times over the phone that the forclosre would be on pause and not proceed during the modification process, I called in multiple times, I was given multiple different information. I was told my modification was not completed so I had to submit a new one which I did. That's 3 times putting in a modification request. Then to be told it was already completed and I was offered a modification that I didn't accept. I requested call backs from managers that never happened. 72 hours no call so I would call back and again the same wait. For 2 weeks before I demanded a manager on the phone spent all day. To have a manager say I did not need to answer the forclosre notice I received. He showed it was on pause. Which in fact it is still alive in the court. I have verified that. I was never given a 90 day or 60 day or 30 forclosre notification. I have not received anything from Rushmore attorney at all. Only the notification from the court. In person and in the mail. I called the attorney and sent an email to them asking if I needed to answer the summons. On XX/XX/XXXX, I did not receive an email back until XX/XX/XXXX verifying that the bank has received a modification request. And it was under review. Speaking with the home ownership center, they stated that the forclosre is still active and that I should have answered the complaint. Which I was advised multiple times by the bank I did not have to. And the banks attorney didn't respond until after the 20 days that I would have needed to put in an answer.
At this time there is a payoff good though XX/XX/XXXX of {$10000.00} with additional fees of {$2000.00}. Rushmore keeps adding more and more fees make it impossible to pay the full amount. I believe that this is unethical, and a way to acquire my home.
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03/20/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Servicemember |
I have tired to provide a few of documents without sending every item I have generate in my modification efforts -- all of my efforts and request for a modification, which I strongly feel I qualify for. However, I have been denied every modification request by the investor XXXX and the servicer, XXXX XXXX XXXX.
The enclosed documents should give you a very strong indication of my responsiveness and tireless efforts to advocate for an affordable payment modification of my loan. The documentation, I have enclosed, includes return receipts, tracking numbers for many request I have sent to the servicer and investor, letters from XXXX XXXX XXXX , XXXX XXXX XXXX XXXX XXXX ( XXXX ) webfile narratives spanning XXXX years, fax logs for all the massive amounts of faxes I have submitted to support my modification request, and hundreds of other source documents. If by chance, you need any more supporting documentation, please let me know. I have saved every correspondence and documents, received, and submitted, in a digital format.
I have been responsive to all request made of me by the Servicer ( XXXX XXXX XXXX ), the investor ( XXXX ), and every HUD approved agency I have worked with over the past few years in order to be granted a modification with an affordable payment. Please look at all of my documented information in my attached XXXX webfile, please note specifically all of the correspondence in section D and the many documents submitted. Also, please note all of the comments in section E of the narrative sectionplease pay particular attention to all of the denials of a modification by the investor XXXX specifically, and the investor, XXXX XXXX XXXX.
Because I have been denied a modification on multiple occasions, I felt I had no choice but to initiate multiple advocacy efforts, to include the filing and subsequent discharge of a Chapter XXXX bankruptcy to remove all unsecured debt. Since I have still been continuously denied a modification to date, I have now initiated the process to file a Chapter XXXX bankruptcy for removing some tax liability and to remove my second loan. I am hoping the past and current bankruptcies will help me with my request for a modification. I did not want to take the bankruptcy course of action, but I felt I had no other option because of the continual denial of a modification by XXXX XXXX XXXX and XXXX.
We have taken multiple steps to minimize the hardship. We have reduced all living expenses to only the necessities to sustain life for our family. We are using the XXXX XXXX and the XXXX XXXX XXXX banks to obtain food for our family for the past two years-I have worked hard to mitigate the hardship.
Attempts for a modification have never resulted in an affordable payment, thus keeping us in the same hardship position with a mortgage that exceeds over 80 % of our income. We believe we do have significant income to make mortgage payments based on the current market value of our home. The XXXX XXXX County Recorders Office has listed the current market value of our home at {$510000.00}.
Our current gross monthly income, as noted in our XXXX budget, is {$7500.00}. An affordable payment at 31 % of our income should be {$2300.00} for principal, interest, taxes, and insurance. In addition, based on the current market value of our home, an affordable payment would be set at {$1900.00} per month.
Therefore, an affordable payment would range between {$1900.00} and {$2300.00} per month for our home. Our current payment far exceeds the aforementioned range for a true affordable payment.
Again, we strongly hope the servicer, XXXX XXXX XXXX, and the investor, XXXX, will accept the XXXX Solution or any proprietary solution that will provide us an affordable payment between ( {$1900.00} and {$2300.00} ) based on 31 % of our income ( {$2300.00} ) and the current market value of our home ( {$510000.00} ). If XXXX XXXX XXXX accepts the XXXX solution, we will be able to maintain our home, and make uninterrupted mortgage payments because the mortgage will be affordable.
We believe the XXXX Solution is a fair solution for XXXX XXXX XXXX, the investor, and our family and will place us in an affordable mortgage. The XXXX Solution will allow our family to experience a normal way of life without living from month to month in uncertainty and not displace our family. We are currently occupying our home and it is our primary residence. Please strongly consider this request and we submit this matter for your review.
We pray that the any Solution will be accepted Sincerely, XXXX XXXX
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02/28/2020 |
Yes |
- Mortgage
- Other type of mortgage
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- Trouble during payment process
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Web |
Servicemember |
WHEN THE LAW BREAKS THE LAW, WHAT DO YOU DO? WHO DO YOU TURN TO?
It is almost impossible to write a short synopsis of the struggles of the past 10 years as I have volumes of documents in chronological order.
XXXX : I was diagnosed with XXXX XXXX XXXX XXXX and XXXX.
My mortgage was with XXXX XXXX which I faithfully paid the first year, all my savings. While very sick, I called daily to get help with modification. The Co. claimed paperwork was lost resulting in my being a victim of the " HUSTLE MORTGAGE PROGRAM ''. ( Mass Mortgages were sold to other Servicers causing delays in modifications as well as proper recording with the county until XXXX. ) XXXX : Senator XXXX expedited my XXXX.
XXXX : Applied to XXXX XXXX XXXX XXXX XXXX and Mortgage Co. refused negotiation.
XXXX : Served with Foreclosure papers, Legal Aid assigned me Loan Lawyers as Pro Bono Attorney. First : my Attorney failed to file required XXXX paperwork within the required time frame. On initial LL contact with ( XXXX ) the Servicer, their reply to LL was a blatant refusal for information, ( breaking the Federal Law, The Truth in Lending Act ) leading to a Federal lawsuit ( Truth in Lending Act ). We won this case. During my XXXX XXXX, LL Attorney called to tell me I was late for a mediation between LL, XXXX XXXX XXXX and XXXX XXXX. I WAS NEVER NOTIFIED of this meeting. LL Attorney offered modifications based on incorrect income information from UNKNOWN sources, resulting in an amount that was much higher than my XXXX Income. This LIE risked my benefits, XXXX XXXX and medical care, resulting in an UNETHICAL VIOLATION and FRAUD upon the Court per XXXX XXXX XXXX XXXX.
XXXX : Mortgage Co. could not prove they had True Title to my home so they dismissed the case voluntarily. In a XXXX Suit : XXXX XXXX vs XXXX XXXX XXXX, my name was incorrect, as my name is XXXX XXXX XXXX. XXXX XXXX XXXX does exist in South Florida but is not a relative or known to me. Numerous documents in that name were submitted to the Court with no connection to me. Then it appears that XXXX XXXX, signor as Assistant Vice President of XXXX XXXX DOES NOT EXIST. XXXX XXXX Mortgage did not record the deed for four years and the mortgage had been sold countless times.
XXXX : More filings by XXXX XXXX costs and Attorney fees. Through many emails and phone calls I was told by my LL paralegal that I COULD NOT talk to my Attorney until two weeks prior to Court date.
XXXX : There were many Court dates set and many postponements resulting in a Court date of XX/XX/XXXX, with members of the Press and others scheduled to come.
Continued : XX/XX/XXXX, MONDAY : I received a phone call late afternoon, that there had been a meeting between LL Attorney, XXXX XXXX Attorney and Judge XXXX who instructed the Attorneys to " work it out ''. I tried to reach my Attorney through email and phone calls for one week. Frustrated, I appeared in person with two witnesses, XXXX XXXX and XXXX XXXX to meet. He told me that they were still negotiating and wanted to know my parameters. In accordance with Florida Law I can only be worth {$2000.00} to keep my benefits, long term waiver, XXXX and XXXX.
LL Modification Specialist contacted me with the SUPPOSED NEGOTIATED AMOUNT of {$2100.00} and then it was changed to {$2100.00}. There was actually, NO NEGOTIATION ON MY BEHALF, putting my benefits, XXXX XXXX waiver, XXXX and XXXX at RISK. My LL Attorney recommended me to bring in a roommate off the street to share the Modification Cost. To have this amount of money in my account is a direct violation of my Social Security Extra Help Laws ( Copays for Medication ) and Long Term Waiver which precludes me from having more than {$2000.00} at any given moment.
Twice I had to forgo Section 8 Housing Voucher as my house was still in my name.
Finally, I received a letter of XXXX XXXX from my LL Attorney and I assumed when documents were signed that was the final figures.
I received a letter via my LL Attorney that there had to be more dollars added to the Modification regarding my property and windstorm insurance. Seterus has been paying this all these years and my XXXX XXXX XXXX has confirmed that.
As I shared with you in our conversation today, there are countless errors and irregularities to include flagrant discrimination in this entire fiasco. My health has declined tremendously and I graciously appreciate your assistance in this horrible overwhelming situation as I am completely out of resources and at risk of losing my aforementioned benefits.
XXXX XXXX XXXX XXXX XXXX
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10/20/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
Older American |
Hello XXXX, I'm attaching copies of emails sent to Mr. Cooper during the processing of my refi. I've just refinanced my home loan through them. Basically I am not happy with handling of my refi. The length of time it took to process the loan ( over 2 months ), XXXX not paid off as of XX/XX/XXXX, after the refi had be financed, and me paying XXXX mortgage payments and XXXX XXXX payments during the processing.
These are the people that received my email : XXXX ( Loan Processor ) XXXX ( XXXX 's Supv ) XXXX Also I sent copies to my son & husband Good Morning, I would like to file a formal complaint on the unprofessional, incompetent processing of my refi/payoff loan. And I am requesting reimbursement of my XXXX mortgage pay of {$1300.00} And I am requesting reimbursement of {$500.00} paid to XXXX XXXX towards my XXXX XXXX bill. The mishandling of my loan and delays are not my fault, its on Mr. Cooper.
Im very frustrated, disappointed, stressed and upset right now and I shouldnt be. I should be happy that I trusted Mr. Cooper to smoothly handle my refi and payoff of my XXXX loan with XXXX XXXX. I started this process around XX/XX/XXXX and its been over " TWO MONTHS '', and it still aint right!!! Unfortunately I have had my home refinanced too many times, and processing always completed within one month. So from experience, I know there is a problem in your processing, and unfortunately consumers such as myself pay ( additional interest rates, mortgage notes, loan payments etc ) for your incompetence.
My husband and I have been requested to sign many disclosure documents. No one is calling and explaining what is going on. I sign, and to be honest I don't understand what Im signing. I cant figure out how to get copies of what I just signed!!! Please send me a copy of the last three disclosures.
Today, XX/XX/XXXX I went into my Bank account to stop reoccurring payments to my HELOC loan and discovered it has not been paid off. WHAATTTT!!! When I went into to my Mr. Cooper account, I see it has been updated with new loan amount and new payment amount. The interest and my loan payments on that HELOC is pricey. I'm paying them money that should be going to my new mortgage, AND Im paying on my old mortgage and that money should be going to my new mortgage. I immediately try to call XXXX XXXX, only to hear the messsage... this is a non-working number, and given a general number to Mr. Cooper. Contacting my Loan Processor XXXX XXXX has been a joke, and another very frustrating experience. How, who, what, why would you, do you put a non-working number on your correspondence to your customers that are suppose to trust and respect you to conduct business on my behalf? Go figure. There is something very wrong with this picture.
I have tried to be patient, but I am worn thin. Im paying out unnecessary payments to my old mortgage and to my XXXX XXXX loan, and my credit rating has taken an unnecessary hit due to the mishandling of this loan, my credit has be ran several times. I am checking in with the Consumer Financial Protection Bureau for resolution to this fiasco.
XXXX XXXX XXXX XXXX Cc : XXXX XXXX XXXX XXXX XXXX Cc : XXXX XXXX XXXX my Son On XX/XX/XXXX, at XXXX XXXX, XXXX XXXX XXXX wrote : ( EMAIL SENT TO : XXXX ( Loan Processor ) XXXX ( XXXX 's XXXX ) XXXX XXXX, and XXXX @ Hello, I NEED LOAN PROCESSING ASSISTANCE TODAY XX/XX/XXXX!!!! I understand my loan has been assigned to XXXX XXXX. I have made numerous calls and left voice messages for XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX? XXXX XXXX????, and NO RETURN call. Today is the last day of my rate lock and Im trying to see salvage this loan and make it work. Can you consider my income and a piano teacher? I claimed it on my taxes the last 2 years, or perhaps you can add my husband, XXXX 's income? Maybe you are overwhelmed with work but I am feeling overwhelmed with being ignored and XXXX XXXX XXXX XXXX XXXX. I have be waiting for a return call since XX/XX/XXXX. Im frustrated that Im even in this situation of a loan if I couldnt qualify. You should know this pretty quick, now after a lot of time and effort Mr. Cooper goes Ghost on me. If I owed you $ $ or if my payment was late, you would not be this passive. This is so bogus!! I have never been late on my payments. This process makes Mr. Coopers credibility look like a JOKE! Again I want to salvage my loan.
I must give KUDOS to XXXX XXXX for always answering and returning my calls, and making an effort to get me to someone that can help me.
XXXX XXXX XXXX XXXX
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04/22/2019 |
Yes |
- Mortgage
- Reverse mortgage
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- Trouble during payment process
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Web |
Older American, Servicemember |
In XXXX my wife and I took a Reverse Mortgage on our property in Maine. We have been totally misled on various matters that is now costing us in real terms.
The property consists of an XXXX built 3000 Sq.Ft. home with fenced pasture, small barn, chicken coop, green house, utility sheds, and extensive gardens. The RM was through XXXX XXXX, and is now with XXXX XXXX.
In XXXX, due to age-related health problems, it became very difficult for us to maintain the property. We listed it for sale with a prominent broker for {$460000.00}, which was just under an appraisal ( see attached XXXX # XXXX ). For the next three + years with no activity, we incrementally lowered our asking price to {$380000.00}. We had no offers. By XXXX, XXXX, it was obvious that the loan balance would soon exceed the market value, and we were physically unable to maintain the property. We contacted the mortgage company and requested instructions.
The middle of XX/XX/XXXX, we received written instructions from XXXX XXXX as to requirements to effect a deed in lieu. We signed and returned that agreement ( See attached, dated XX/XX/XXXX ). We hired a firm to conduct an estate sale of our home furnishings and other personal property. That contract included their agreement to dispose of all unsold personal property and sweep clean the residence. That was accomplished during XX/XX/XXXX XXXX, XXXX, and our cost was {$4000.00}. Note that this is an organic farm and there are numerous items in the barn, chicken coop, utility buildings, green house, and garage shop that are part of the operation and a buyer would expect those items to go with the sale. We excluded those items from the estate sale because we still had the property listed for sale. We felt this was consistent with the deed in lieu agreement, in which we gave Champion Mortgage permission, via their form, to remove and dispose of any personal property, trash, debris remaining on the property.
A letter from XXXX XXXX dated XX/XX/XXXX ( see attachment ) stated that they inspected the home and found it to be vacant. It went on to explain that they would be securing and maintaining the property, including changing the locks. In mid XXXX we phoned XXXX and explained that our hazard insurance policy expires on XXXX XXXX , st, and that the property tax is paid through XX/XX/XXXX.. We questioned a requirement that we keep the insurance and tax up, since the 120 day maximum for completing the deed in lieu process had been exceeded. The company agent instructed that we can let the policy lapse and that they will place insurance on the property and pay the tax, and those expenses will be added to the mortgage balance.
On XX/XX/XXXX, via phone we were informed that the deed in lieu papers were about ready for our signatures. The call was to get a verbal reconfirmation that we give XXXX XXXX permission to dispose of any personal property that may remain on the property. We verbally agreed to that.
On XX/XX/XXXX, we were served with a court summons for foreclosure. We have been verbally informed that the reason for this court action is because there is still personal property on the premises. When we contracted to have the personal property removed, we assumed that the items we excluded would enhance the value of the property, and we gave permission for the mortgage company to dispose of those items as they saw fit. They made a point to reiterate that permission in XXXX. We could have included all items in the estate sale and final clean up in XXXX had we not been misled. Now we live across the Country and would be very hard pressed to take on such a task ( Note. The summons does not offer this as a path out of foreclosure. ).
Additionally, we are now being billed by XXXX XXXX for the cost of the hazard insurance. As explained above, we let our policy lapse due to instructions from XXXX.
In XXXX when we received the HUD mandatory counseling before initiating the Reverse Mortgage, all terms were very straight forward. My only question was if we had to walk away from the property would that adversely affect our credit? The answer was a definite no. We have recently applied for a mortgage loan, but were turned down. The explanation was that the underwriters stated that our credit will be totally destroyed for the next five years due to the foreclosure action ( our credit score over 800 ).
The bottom line is that we have been misled, both in writing and verbally, from the very start of the reverse mortgage. This deception is now set to cost us in real terms.
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07/17/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
Servicemember |
On XX/XX/XXXX, Wells Fargo Bank N.A. ( WFB ) filed the attached false and manufactured unsecured proof claim in the amount of {$830000.00} ( the Claim ).
Please confirm that WFB is aware of and approved the Claim as the Claim requests payments go to a law firm trust account, which gives the impression that the law firm is acting on its own behalf in an attempt to collect legal fees.
The Claim is knowingly false and abusive including for the following reasons : 1 ). My XXXX, NV property was sold on XX/XX/XXXX with the full knowledge and participation of WFB : the note and deed of trust were paid in full through escrow and title and returned to me marked PAID in Full ( attached ). A full reconveyance of the deed of trust and satisfaction of the note was filed in the land records ( attached ). WFB purports to act as trustee for the certificate holders of XXXX XXXX XXXX, mortgage-backed securities. In that capacity, WFB reported to the certificate holders of XXXX XXXX that after the sale of my property the loan is no longer in bankruptcy, it has been liquidated with any and all losses fully realized. See the attached XX/XX/XXXX, XXXX XXXX investor statement : page 22 lists 3 loans currently in bankruptcy of which mine is not included, and page 25 seventh entry from the bottom indicates the loan was liquidated.
2 ). WFB 's standing turns solely on possession of the original note and deed of trust. WFB admittedly does not have possession of the instruments, they were returned to the makers. Rather than attach a copy of the note and deed of trust in the condition last known to WFB wherein they are marked PAID IN FULL, WFB attached an earlier version of the Note to the Claim without including an accounting of the payoff nor disclosure that WFB is no longer in possession of the Note it attached to the Claim -- it was paid in full through escrow and returned to me and my husband.
3 ). WFB purports to be acting for the certificate holders of XXXX XXXX XXXX, and is aware it can not and does not own unsecured debt. XXXX XXXX purports to be a loan trust backing publicly offered securities that elected tax-exempt status as a XXXX XXXX XXXX XXXX XXXX ( XXXX ) and does not own any unsecured assets. Any and all statutes, rules, or public policies governing mortgages, provide that the definition of a mortgage is a loan secured by real property. XXXX XXXX governing documents do not allow any unsecured assets to be property of the XXXX. 26 CFR 1.860G-2 ( a ) ( 3 ) ( iii ) Later discovery that an obligation is not principally secured. If, despite the sponsor 's reasonable belief concerning an obligation at the time it contributed the obligation to the XXXX, the XXXX later discovers that the obligation is not principally secured by an interest in real property, the obligation is a defective obligation and loses its status as a qualified mortgage 90 days after the date of discovery.
4 ). In an attempt to give themselves an out if the false nature of the claim is discovered WFB included the following caveat to its unsecured claim : *The claim amount at this time is estimated and subject to revision for the following reasons. This loan was previously secured by a deed of trust against the real property located at XXXX XXXX XXXX XXXXXXXX XXXX XXXX, XXXX NV XXXX. On XX/XX/XXXX, the deed of trust was conveyed due to the payoff of the secured portion of the principal balance of the loan under XXXX XXXX XXXX plan. Creditor is still in the process of reviewing the legal effect of the XX/XX/XXXX conversion of this case to Chapter XXXX and reconciling the accounting of the loan based on the conversion. WFB is fully aware that it does not and can not own an obligation that is not principally secured by real property. The pay-off referenced did not solely pay the secured portion of the loan, it paid the loan in full through escrow, the instruments were returned to me marked PAID IN FULL, and supported by the full reconveyance and satisfaction filed in the XXXX XXXX, NV.
recorders office.
Given WFBs widely-reported pervasive and persistent misconduct, including manufacturing business records to illegally open over 3.5 million fake banks accounts, ( see Every Wells Fargo consumer scandal since XXXX : A timeline XXXX XXXX XXXX, and see the attached detail of the misconduct of Wells Fargo during one 17-month period ), WFB 's conduct in filing the false Claim through manufactured books and records to create unsecured debt it does not and can not own, is particularly egregious and disturbing.
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12/06/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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Purchased home in XX/XX/XXXX in XXXX XXXX, MO after appropriate inspections and due diligence. In XX/XX/XXXX cracks began appearing on the interior walls and on the foundation. Cracks continued to appear and get deeper and longer. In XX/XX/XXXX I hired a structural engineer and it was determined the house had severe structural issues. I contacted piering companies and had them evaluate the engineer 's reports and house to provide an estimate for repairs. I received four estimates and they ranged from {$25000.00} - 38,000. just for the piering. This did not include repairing the interior plaster walls, basement floor, masonry, or painting. None of the piering companies could guarantee their price until they started work and hit bedrock. I contacted my homeowners and home warranty insurance companies and both declined coverage. I contacted an independent insurance adjuster to review my policies and he confirmed that was correct. In XX/XX/XXXX, I went to a mortgage lender and was refused due to the condition of the house. I continued to try to come up with solutions while I hearing walls crack and seeing plaster dust on the floors. In XX/XX/XXXX I stopped paying my mortgage in order to start short sale proceedings. Nationstar d/b/a Mr. Cooper is my loan servicer. On XX/XX/XXXX I physically mailed a packet to Mr. Cooper that included 2 structural engineer reports and all the estimates. While going through processing we received an offer of {$100000.00} and notified Mr. Cooper on XX/XX/XXXX of said offer. On XX/XX/XXXX I called Mr. Cooper & learned the BPO came back at {$130000.00}. I requested a copy of the BPO and was told Mr. Cooper didn't have a copy, only XXXX XXXX did and I could not see it. On XX/XX/XXXX Mr. Cooper emailed my Realtor rejecting the offer and requiring information from the Buyer. They also stated " per XXXX XXXX, the Seller will have to contribute to the loss of the property. Please advise Seller a promissory note of {$47000.00}. over 10 years will be required with no interest at {$390.00} per month. Or, Seller can bring {$5000.00} cash contribution. '' My Realtor replied on XX/XX/XXXX and asked for further details. None were forthcoming. On XX/XX/XXXX the Buyer moved on as processing took too long so my Realtor asked Mr. Cooper what the approved price should be as we needed to put back on the market. XX/XX/XXXX Mr. Cooper stated there is not an approved price, all offers are reviewed on a " one-off basis ''. We put the house back on the market for {$130000.00}. As my realtor and I didn't agree with BPO we requested a value dispute. We wanted proof the structural issues were taken into consideration. On XX/XX/XXXX I asked Mr. Cooper about the value dispute. I was told my realtor needed to submit through XXXX an email with the subject matter " Value Dispute ''. She did that on XX/XX/XXXX. We received a 2nd offer on XX/XX/XXXX for {$100000.00}. This Buyer had a piering company provide an estimate for repairs for just the structural issues. The estimate submitted was {$30000.00}. The Buyer is a realtor and he waived his commission. I agreed to bring {$5000.00} to closing if the deficiency balance would be waived. On XX/XX/XXXX my realtor was notified Mr. Cooper would accept XXXX as a counteroffer. On XXXX my realtor sent an email to XXXX XXXX asking what the status was for the value dispute to confirm the structural issues were taken into consideration. The Buyer would not increase his offer. On XXXX my Realtor emailed again regarding the value dispute. On XXXX Mr. Cooper replied informing my Realtor the dispute was just concluded on XX/XX/XXXX and the value is at {$130000.00}. XX/XX/XXXX Mr. Cooper emailed saying they are in communication with XXXX XXXX as to how to proceed since we have a current value and need to order a new BPO. On XX/XX/XXXX my Realtor emailed Mr. Cooper advising them that the Buyer was getting antsy. On XX/XX/XXXX - Mr. Cooper emailed this is not a fast turn around as the dispute was already concluded. On XX/XX/XXXX Mr. Cooper emailed again stating XXXX XXXX requested pictures of the structural damage and the repair estimates. My Realtor replied on XXXX with several pictures and the repair estimates. On XXXX we received an email from Mr. Cooper " that they are unable to perform another dispute until the one in the portal expired. They do not understand why another dispute is coming in to be entered. If the Buyer does not agree with the XXXX of $ XXXX, please move on to another Buyer or proceed with the foreclosure process. ''
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07/23/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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We are reaching out because of the slow-moving review and response by Mr. Cooper for the property at XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX NJ XXXX of XXXX XXXX. We already submitted the updated HUD hitting the lender 's net on XX/XX/XXXX, however, they still did not render their decision/approval for the offer. Instead, they requested for more documents which ended up getting the BPO expired a month after XX/XX/XXXX.
Below is the timeline of the updates for the file, thank you.
XX/XX/XXXX - File is already active in XXXX. Lender is waiting for an offer.
XX/XX/XXXX - Sent complete short sale documents to lender.
XX/XX/XXXX - Lender is countering the buyer with {$100000.00}. This counter is based on the XXXX XXXX value. We have to complete the negotiation task and if the buyer agrees to increase ; they will need an updated HUD, a price addendum, and the buyers proof of funds. They must net at least {$90000.00} or more.
XX/XX/XXXX - Sent the ff docs to lender : 1. Purchase Price Addendum {$100000.00} ( net is {$91000.00} ) 2. Preliminary Settlement Statement revised XXXX20 The nego requested to remove some of the fees from the HUD.
XXXX - Buyer has agreed to pay for the unapproved fees XXXX - Sent updated HUD with the unapproved fees transferred to the buyer side to the lender.
XXXX - Sent escalation to the short sale support. Short Sale support said that he saw that we uploaded the requested document on XX/XX/XXXX2020. He will let the negotiator know it is there and ready for review.
Negotiator said that he should have the financial portion of the review complete by tomorrow to see if a contribution will be required from the seller/s. He will let us know by end of business tomorrow.
XX/XX/XXXX - As per negotiator, they are requiring 2 consecutive bank statements from each account for review : 1. Account # XXXX end date XXXX.20 provided ( they need prior month complete statement ) 2. Account # XXXX end date XXXX provided ( they need prior month complete statement ) 3. Account # XXXX end date XXXX provided ( they need prior month complete statement ) 4. Account # XXXX end date XXXX. ( they need prior month complete statement ) 5. Account- XXXX combined accounts end date XXXX ( they need prior month complete statement ) 6. Account # XXXX end date ( they need prior complete month statement ) 7. Account # XXXX end date XXXX ( they need prior complete month statement ) Income Information : *From the provided income on the assistance form - please advise to which accounts the deposits are being made to for verification.
XX/XX/XXXX - Sent the requested documents to negotiator.
XX/XX/XXXX - Sent escalation and resent docs to short sale support.
XX/XX/XXXX - XXXX requested for the ff docs : 1. XXXX XXXX acct ending XXXX XXXX/XXXX/20 there was a transfer to XXXX XXXX XXXX for {$9600.00} please provide a letter of explanation for this.
2. XXXX XXXX acct ending XXXX dated XXXX XXXX XX/XX/XXXX need all 5 pages .. missing page 5 3. XXXX XXXX acct ending XXXX dated XXXX XXXX XX/XX/XXXX missing page 2, need all pages 4. Hardship letter needs to be dated w/in the last 90 days XXXX. Mortgage Assistance Application must be dated w/in the last 90 days. On the Mortgage Assistance Application I need to know what the income is from and to who it is listed as {$1800.00}, {$2000.00}, {$3600.00}, {$2800.00} - but these do not match w/ the direct deposits nor with the proof provided. I will also need the statement for the assets listed as {$35000.00} CD and {$28000.00} stocks, bonds or CD ( non retirement ).
6. XXXX 's income : State Street Dated XXXX.20 I need an update dated with in the last 90 days if this is an actual pay check stub and it must have the PERIOD BEGINNING AND PERIOD ENDING DATE.. it is blank on this form?
Negotiator : Based on the financials provided, a seller cash contribution of {$80000.00} would be required. Based on all the accounts provided ( which some pages are missing, I will send a separate email for the missing pages ) They have a total of {$280000.00} in assets. This will be mandatory in order for an approval to be considered, reviewed and submitted. Technically they have enough money to pay the loan off or contribute the difference at closing.
XX/XX/XXXX - Sent all requested documents and information to lender.
XX/XX/XXXX XXXX said that the current BPO has expired, so a new one needs to be ordered. Provided him the LP 's name and number.
XX/XX/XXXX XXXX said that they have placed the order for the BPO today.
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10/04/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
- Foreclosure
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|
Web |
Older American |
Nationstar Mortgage acted in real bad faith and committed FRAUD in Hawaii against my privately owned property by filing a foreclosure on a FAKE MORTGAGE ACCOUNT that they tried to pull off as the original debt. The foreclosure has now been confirmed to have been utterly FALSE and yet they prevailed in the court despite outrageous fraud on the court. I am not the borrower, I own the property since XXXX XXXX when I purchased it from the distressed owner, who had initiated a loan with XXXX in XXXX. This is one of those old Zombie Mortgages from the pre-crisis era, and the 6 year Statute of Limitations expired prior to the case ever being filed. All the parties to the original contract are long gone. By the time it worked its way through the foreclosure case, XXXX, and it came to the date of the judicial auction sale, on XX/XX/XXXX, I called the Plaintiff to ask if it would postpone the sale and provide proof that Nationstar is working for them. The call was made to XXXX XXXX, XXXX. as Trustee for XXXXXXXX XXXX XXXX XXXX XXXXXXXX, MORTGAGE PASS-THROUGH CERTIFICATES, XXXX, who admitted to me on the phone that it is NOT THEIR LOAN and Nationstar is NOT WORKING FOR THEM because the debt is not theirs. Nationstar Lied to the Court in Hawaii and committed multiple violations of clearly established laws, and sought an illegal foreclosure in the name of a fake plaintiff, while it duped the court because it was not the servicer of the plaintiff. Nationstar did not make itself a party to the case, it just acted as an Imposter to sue on a FAKE MORTGAGE ACCT that it reinstated illegally in the name of the borrower, without their permission or authority. Nationstar violated 2 Court Orders including an Order that Compelled the Discovery, which they utterly ignored, and hastily moved for summary judgment. They also violated an Order from the XXXX XXXX that granted me a Temporary Stay of the foreclosure to post a bond. They knew the stay was active until XX/XX/XXXX, but they egregiously transferred the title to the property on XX/XX/XXXX, in violation of the Court Ordered Stay. I alerted them that they did this transfer illegally, but they ignored my attempts to get them to fix their wrongful acts. Once the debt was discovered to Not be owed to USB, and Nationstar was not its servicer, the court should have dismissed the case because it lost jurisdiction over a fake plaintiff. Nationstar and their counsel railroaded me and forced the false foreclosure after the XXXX expired on the debt. They persuaded a fake limitation statute of 20 years which applies only to adverse possession law, which directly impaired the contract rights and obligations of the original contract. They further listed the property for sale on XXXX public Listing Service without ever having the confirmation sale yet, which is illegal since they were not the owner, I was the owner, and they concealed it from me until I started receiving many calls from realtors to buy the property. The XXXX XXXX XXXX told me it is illegal to list without approval from the owner. Their ledgers show massive double dipping of fees, and extortion fees that were never owed, showing entries of a foreclosure that never happened in XXXX, yet they charged massive fees for it despite that it was all fake entries. They duplicated and triplicated many inspection fees and double dipped on many attorney fees, as they colluded with the lawyers at XXXX to force the sale of the property, where there is absolutely no debt to repay at all because it expired. There is no remedy to stop them and they have committed Fraud on the Court, caused an Unreasonable XXXX by way of foreclosure where no debt is owed. They seized the property for XXXX XXXX, well over the debt amount of XXXX, yet they took all the money and ran with it and never distributed any of it to the homeowner, which are ALL OVERAGES since there is no debt to repay. This is an outrageous Fraud based on a FAKE REINSTATED MORTGAGE which is only entitled to the borrower to reinstate. But Nationstar reinstated and then used that fake claim to seize my property based on a mortgage standing alone without any debt owed to anyone involved. This is much too stale a debt, and how has the court allowed this fraud from a non-party, self-proclaimed servicer, who used fabricated documents and false statements to deprive me of my valuable property. This case is so egregious, it requires review by the CFPB. Nationstar is acting as if it is above the law and the harm is irreparable.
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03/04/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
I recently received notice from CFBP that my complaint ( XXXX ) was Closed after Respondent Nationstar/ dba Mr Cooper had submitted a response.
It seems Nationstar dba Mr Cooper did not address the core of this complaint in that they took over one ( 1 ) year to send the required timely Reminder Notice as stipulated under the general scope of XXXX.
It has been my contention that Nationstar dba MrCooper took over a year after receiving a reminder notice from my insurance company, XXXX that the coverage was lapsed and about to be cancelled on or about XX/XX/XXXX. XXXX had provided this letter to me indicating they sought payment for the insurance premiums from Citimortgage/ its successors and/or assigns - XXXX XXXX although the servicer name was changed, this letter was sent to the same PO Box address, however Nationstar/MrCooper declined to act and send required Reminder Notices Using the text of a CFBP example to paraphrase my question as to whether Nationstar/dba MrCooper neglected to send a timely reminder notice ...
When a servicer ( Nationstar MrCooper ) is required to deliver or place in the mail the written notice pursuant to XXXX ( d ) ( 1 ), the content of the reminder notice will be different depending on the insurance information the servicer has received from the borrower. For example : ... Assume that, on XX/XX/XXXX, [ XXXX ] the servicer Nationstar/MrCooper places in the mail the written notice required by 1024.37 ( c ) ( 1 ) ( i ) to Borrower A. The servicer does not receive any insurance information from Borrower A. The servicer must deliver to Borrower A or place in the mail a reminder notice, with the information required by 1024.37 ( d ) ( 2 ) ( i ), at least 30 days after XX/XX/XXXX [ XXXX ] and at least 15 days before the servicer charges Borrower A for force-placed insurance.
Argument : XXXX notified Nationstar/MrCooper on or about XX/XX/XXXX ( XXXX ) that there was a lapse of insurance coverage and is seeking payment for reinstatement. Had Nationstar/MrCooper sent Borrower a Reminder Notice on or about XX/XX/XXXX, Borrower would have had ample opportunity to rectified the oversight matter promptly as Borrower had done by responding promptly only going forward into XXXX, only after Servicer had sent the required Reminder Notice on or about XX/XX/XXXX ... thats XXXX of XXXX and NOT XXXX. It is apparent that Nationstar/MrCooper had overlooked a reminder from XXXX in XXXX of XXXX and delayed the required Reminder Notice to Borrower until a year later that resulted in exorbitant costly Forced Placed Hazard Insurance penalty fee and prohibited Borrower from obtaining a Reinstatement deadline from XXXX by XX/XX/XXXX ... thereby exceeding 30/15 day notice requirement under 1024.37 ( d ) ( 2 ) ( i ) by over one year. It should be noted that an individual Consumer can not lawfully purchase a post or back dated insurance policy to cover the lapsed period, therefore impossible to satisfy the mortgage company policy of continual hazard insurance coverage, this is why its essential these Reminder Notices are sent promptly.
It is unknown how and or why Nationstar/MrCooper only came about in XXXX of XXXX ( XXXX ) to notice that there was a one year lapse of Borrowers insurance coverage and this was AFTER they were notified by XXXX in XX/XX/XXXX ( XXXX ), albeit different name but addressed to same postal location included in the name of Successors or Assigns ( ISOA ). Nationstar by admission states they did not get notified by XXXX, therefore did not notify ( a ) Borrower on or about XX/XX/XXXX. By that rational set forth by Nationstar/MrCooper to send late notices, they could have easily waited or overlooked for two, three, or ten years to finally decide to send a required Reminder Notice to a Borrower and assess multiple years of excessive penalties and fees upon a mortgage without any knowledge of lapses.
Nationstar/MrCooper had the opportunity to comply with 1024.37 ( d ) ( 2 ) ( i ) but waited one year after the lapse of coverage and impending cancellation to discover this and sent an extremely late reminder notice, as well as an unchallengeable exorbitant assessment penalty onto the Borrower without any regard to circumstances by all parties.
Nationstar/MrCooper acknowledged by written letter ( see attachment ) they did not receive any XXXX lapse coverage and or cancellation notice and thereby did not notify Borrower [ pursuant to 1024.37 ( c ) ( 1 ) ( i ) ], however this was not the case ( see attachment ).
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10/07/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
- Foreclosure
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Web |
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Mr. Cooper XXXXXXXX XXXX XXXX XXXX Re XXXX Notice of error Between XXXX & XX/XX/XXXXXXXX statements {$17000.00} was credited as indicated on the monthly statement by the reduction of overdue payments line item.
This was represented as XXXX interest, XXXX principle or exactly 7 months P & I, and {$3800.00} or in escrow or 7 months@1/7thXXXX. No payments were made at this time.
For XXXXXXXX {$43000.00} was the total amount due this would pay off 21 months payments Mr. Copper said was back/due. While back escrow would be divided into 60 catchup payments {$9000.00} in total 1/21th {$430.00}.
This would XXXX all balance of due/past due payments and escrow if all paid in full at that time.
Mr. Cooper would not allow payment without reinstatement XXXXXXXX to XXXXXXXX 7,8,9,10,11,12,1,2,3,4 10 total months. Due to covid the note was eligible to be in forbearance up to 12 months.
XX/XX/XXXXXXXX Mr. Cooper thought 28 PI & E payments were missing looking for {$69000.00} they found 7 months were just not really missing, created 10 with reinstatement issues, leaving 11 that were actually outstanding at the time of claim 37. This would indicate claim 37 that was confirmed in XX/XX/XXXX {$34000.00} for 15 months was in fact wrong as 11 months were outstanding not 15, and of the 11 months 7 get found XX/XX/XXXX. This means in XX/XX/XXXXXXXX that all of XXXX had been accounted for. There could be no escrow shortage coming into XXXX with {$3800.00}.
The {$3800.00} credited to escrow is valid and if the errant escrow catch-up payments were made it would amount to {$9000.00} + {$3800.00} or {$12000.00} in XXXX.
As of XXXX then paying {$590.00} escrow a month 8,9,10,11, 12 or five months of {$590.00} or {$2900.00} plus {$12000.00} would equal {$15000.00} in XX/XX/XXXX.
Insurance XXXX Tax XXXX XXXX {$7100.00} due in XX/XX/XXXX.
That amounts to {$8600.00} more than needed for XXXX. This is logical because it is the continuum of a running surplus since XXXX when the XXXX XXXX started and an ongoing in violation of 12 U.S.C. 5481 ( 12 ), ( 14 ) and RESPA.
Mr. Cooper misapplying per bankruptcy code current contractual payments to prepetion amounts XXXX XXXX XXXX filing forward, causing larger escrow payments in addition to trustee payments to be splintered into escrow or suspense. This illegal per 12 U.S.C. 5481 ( 12 ), ( 14 ) and RESPA accounting always showing the account as behind payments ( credit reporting and statements claims ) inadequately accounting for confirmed claim amounts separately.
Only Mr. Cooper can allocate any payment to escrow and Mr. Cooper continually held thousands in excess or surplus amounts in violation of 12 U.S.C. 5481 ( 12 ), ( 14 ) and RESPA that should have been applied to current contractual payments or confirmed claims.
XXXX PG analysis of arrears attached : The 7 months found in XX/XX/XXXXXXXX must be credited to time of claim 37, we can see XXXX XXXX reference Mr. Coopers payment history whereas XXXX correctly referenced the restart of contractual payments XXXX stated XXXXXXXX she did indeed apply current payments to prepetition claim amounts in XXXX months of on time payments wont register in the crude tally.
XXXX does not account for thousands of surplus escrow or thousands of dollars paid in suspense that should have been applied to PI & E, in addition to the single running total starting in XXXX.
While in forbearance XXXX XXXX XXXX XXXX was sold per stipulation with court approval that the sales proceeds would cover the outstanding XXXX XXXX debts.
XXXX XXXX XXXX of XXXX XXXX XXXX quotes {$21000.00} outstanding arears on XXXX XXXX XXXX XXXX to XXXX XXXX by XXXX its XXXX.
The proceeds of the sale of XXXX are not sufficient to cover the errant increase caused by improper accounting of the additional {$13000.00} defying court order to pay all XXXX XXXX debt with the XXXX sale summer of XXXX.
XX/XX/XXXXXXXX all claims in the XXXX XXXX are paid with the exception of 37 that was only filed that month the case would have been discharged if the pending claim 37 had been correct in XXXX.
37s missing 7 months funds show up in XX/XX/XXXX.
Cooper/XXXX petition to abandon stay and motions for relief until the XXXX XXXX case gets dismissed XXXX of XXXX. XXXX {$51000.00} is invoiced while the balance of claim 37 would have been {$28000.00}.
Mr. Cooper if 21 months were missing in XXXX and 10 were because you would not allow payment there are 4 months payments still not accounted for.
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08/03/2023 |
Yes |
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- Incorrect information on your report
- Account information incorrect
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Web |
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XX/XX/XXXX Consumer Financial Protection Bureau Re : Notice of Error Dispute - Account with Mr. Cooper Account Number : XXXX Date of Notice of Error : XX/XX/XXXX Dear Consumer Financial Protection Bureau, I am writing to formally reject Mr. Cooper 's response to my Notice of Error, submitted regarding an erroneous late payment on my credit report. Despite providing evidence to support my claim, Mr. Cooper 's response has been unsatisfactory and contains contradictory information that weakens their position.
I raised the dispute several times this year after discovering an inaccurately reported late payment on my credit report from Mr. Cooper. This late payment has had a significant negative impact on my credit score and financial standing. To address this issue, I followed the proper procedure and called them several times to no avail.
In their response dated XX/XX/XXXX, Mr. Cooper contested my claim and failed to acknowledge the error in their reporting. However, since that response, I have uncovered contradictory information within their documents supporting my initial claims that this agreement between Mr.Cooper and me was a forbearance plan, not a repayment plan. I have attached relevant evidence to my initial dispute, which demonstrates that the late payment was an error caused by an administrative oversight on their part. See Attached documents.
Attachment 1 Mr. Cooper indicates agreement was a repayment plan Attachment 2 Batch report printouts define payments as FORBEARANCE / TRIAL PLAN PAYMENTS.
By definition, forbearance is not considered a late payment. When borrowers and lenders enter into a forbearance agreement, they agree to modify the payment terms temporarily. During this forbearance period, the borrower may temporarily pause or reduce their regular loan payments due to financial hardship or other unforeseen circumstances.
Suppose the forbearance agreement is properly executed, the lender agrees to the temporary payment adjustment, and the borrower adheres to the agreed-upon terms. In that case, it should not be reported as a late payment on the borrower 's credit report. Instead, the lender will typically register the account as " current '' or " in forbearance '' during the forbearance period.
The contradictory information in their response indicates that they are constantly changing their position. Mr. Cooper has modified their rebuttals to my claims several times as to why this 30-day lateness is valid : Information explaining their reasoning is contained in my promissory note.
This was a repayment plan.
I made a late payment in XX/XX/XXXX And Finally, I made late payments on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX If there were delinquent payments before XX/XX/XXXX, why were they not included in the forbearance agreement?
These highlighted and attached discrepancies further bolster my case and provide strong evidence that the late payment report was erroneous. In addition, I have searched their website and the attached correspondence between us, and nowhere does it state my credit will be affected by a forbearance or a repayment plan.
As a consumer, I have the right to be informed of any pertinent information in writing.
As a consumer, I have the right to accurate and fair reporting of my credit information. The FCRA explicitly provides for a thorough investigation of consumer disputes, and it is disappointing that Mr. Cooper has not taken this obligation seriously. Their response has not adequately addressed the matter, and it appears they have neglected to properly and diligently review my case.
Based on new evidence, I urge the Consumer Financial Protection Bureau to intervene and thoroughly investigate this matter to ensure fair and accurate reporting per the FCRA. I request that you compel Mr. Cooper to comprehensively review my dispute and promptly correct any inaccuracies on my credit report.
Attached with this letter, please find copies of my supporting documentation that indicates the contradictory information within their records.
I appreciate the Consumer Financial Protection Bureau 's commitment to safeguarding consumer rights, and I trust that you will take appropriate action to resolve this matter satisfactorily. I look forward to a fair resolution and correcting the erroneous late payment on my credit report.
Don't hesitate to contact me for further information or documentation about this dispute. Thank you for your attention to this matter.
Sincerely, XXXX XXXX
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03/04/2022 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Older American |
This is a very brief summary of a problem that I have had with Nationstar Bank dba Mr. Cooper starting in XXXX when Mr. Cooper added approximately {$600.00} to my monthly payment of {$910.00} because of escrow that was calculated at the incorrect amount for two reasons : 1. South Carolina property taxes were at a higher rate because I did not have my SC Driver 's License and they did not consider me as living in a " primary residence '', thus charging me at a higher rate which was incorrect.
2. My husband had passed away XX/XX/XXXX and he knew at the time of his death that he would be XXXX at a rate of XXXX XXXX XXXX. His XXXX rating was in adjudication at the VA at that time.
I could not afford the increase of {$600.00} a month and I was allowed to go on forbearance for six months because I was " indirectly '' affected by COVID-19. I was affected by the inability to getting the proper paper work done by both the SC Tax Department and the VA Department because of a shortage of workers and a slowdown in paperwork getting done.
During that six months time of forbearance the paperwork was completed including my deceased husband 's rating of 100 %. In the state of South Carolina there is XXXX property taxes to be paid. My husband new at the time we decided to move from North Carolina to South Carolina since me, being the widow, would be waved of the SC Property taxes.
In XX/XX/XXXX, I was granted a Loan Modification that was to start by paying the first of three trial payments of {$810.00} and that payment was to be made by XX/XX/XXXX. This payment was made XX/XX/XXXX. I have the bank statement showing that Mr. Cooper had that XX/XX/XXXX. This payment was for XXXX and the next two trial payments would be for XXXX and XXXX and after those three trial months were paid that the loan modification would be " approved. '' When I called to make the second payment I was told that I could not have the loan modification because the VA Mortgage was not assumable by me. Of course, I am the 100 % successor in interest and I have the probate papers from the court showing this. After many months of phone calls, faxed papers for what Mr. Cooper had me fill out and fax, re-fax, re-do, etc. I complained to The State of South Carolina Board of Financial Institutions - Consumer Finance Division and Mr. Cooper told XXXX XXXX XXXX, Mortgage Examiner, that I did not make the first required payment by the due date of XX/XX/XXXX. I proved that what Mr. Cooper had done was they had taken that the first payment of {$810.00} and used an additional amount that is shown on their own bank statement of adj suspense account in the exact amount of {$370.00} to bring a total of {$1100.00} and applied that total payment to a monthly payment and lied to XXXX XXXX telling him that the reason the Loan Modification was denied was because the first trial payment was not paid on time ( XXXX XXXX, XXXX ). After I proved to XXXX that Mr. Cooper was lying by showing them my bank statement and that showed that amount was indeed paid on XX/XX/XXXX, Mr. Cooper changed the reason of why the loan modification was denied because of an " error on their end '' and that the mortgage was not assumable by me because it was a VA mortgage and only signed by my deceased husband and not assumable by me, the widow.
There are many other lies told and corruption on the part of Mr. Cooper and I have experienced a lot of emotional distress including suicidal ideations that led to hospitalizations twice.
A letter dated XX/XX/XXXX read : Congratulations, you are eligible for a loan modification which will permanently change the terms of your mortgage. This new loan was a Fannie Mae and the papers were signed and notarized at my home now in XX/XX/XXXX, after an entire year of paperwork, lies, emotional anguish, and then had to be redone 2 weeks later because the papers were not signed properly. Then redone again and the first payment was to be made in the amount of {$810.00} starting XX/XX/XXXX. When I called Mr. Cooper to make that first payment I was told that no, the amount was {$970.00} ( approximate amount, I do not remember exact amount ) for the first three months of a trial period. There was no three-month trial period. Then I was told that that amount had to be paid for missing escrow. Since nothing was in the agreement that stated this I made the amount that was stated that was signed and notarized, which is a legal document stating that was the amount to be paid.
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06/22/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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Homeowner since XXXX I purchased my home in XXXX ( XXXX County ) in XX/XX/XXXX, where I have lived for the past 27 years.
Mr. Cooper is my Mortgage Service. Have predatory Rate at 8.99 % Mr. Cooper formerly NationStar - has been my mortgage servicer for approximately 13 years at a 8.99 % rate, which is extremely high in this current market environment.
I lost my job in XX/XX/XXXX but managed to keep paying my mortgage at the required monthly installments of {$2200.00} up until XX/XX/XXXX, where I made a partial payment. Mr. Cooper refused to accept partial payments.
I applied for a loan modification in XX/XX/XXXX to reduce my current rate from 8.99 % to below 4 %. Mr. Cooper assigned a Dedicated Loan Specialist to me who worked on the modification for about two months, then they assigned another Dedicated Loan Specialist to me by the name of XXXX XXXX, for approximately six months. During this time, I sent in my payroll stubs and bank statements and was told that I didnt have sufficient income to support a loan modification.
I found another job in XX/XX/XXXX to add to my part-time employment. I submitted all of the necessary pay stubs and bank statements to Mr. Cooper to show an increase in income. At this juncture, Mr. Cooper had assigned me to another Dedicated Loan Specialist named XXXX XXXX. Note that between XX/XX/XXXX and XX/XX/XXXX, Ive had three different dedicated Loan Specialist.
On XX/XX/XXXX, I spoke to XXXX XXXX, my Dedicated Loan Specialist, and he conveyed the following information to me : On XX/XX/XXXX, their loan modification department sent to their underwriter the following recommendations : Reduce my rate from 8.99 % to 4.0 % Underwriting recommended folding in the nearly {$40000.00} past due at the time into my overall loan amount of {$240000.00} ; at a 30 years fixed rate at 4 %, my monthly payment would equal approximately {$1100.00}.
I would have to pay a monthly escrow fee of {$580.00} to cover property taxes and homeowners insurance. The grand total amount should equal {$1700.00}. BTW, I already have homeowners insurance through State Farm and its current, so I dont need to buy homeowners insurance through Mr. Cooper.
My trial period should begin XX/XX/XXXX through XX/XX/XXXX at approximately {$1700.00} each month. Once I make those three payments, totaling {$5200.00}, then it will be permanent.
Loan Modification Request Denied On XX/XX/XXXX, I received an email from Mr. Cooper stating they had denied my loan modification request without any explanation as to why.
I was devastated. Felt like I was sucker punched and drop kicked at the same time.
Since XX/XX/XXXX well over a year now - I have applied for a loan modification three times. I supplied all of the necessary documents ( i.e. recent paystubs, bank statements, household expenses ) all to no avail.
Option to Reapply for a Loan Modification Removed from My Account Compounding the problem was the fact that after Mr. Cooper denied my request for a loan modification in XX/XX/XXXX, they also removed the option for me to reapply for a loan modification. I had no recourse because I still couldnt pay the monthly amount of {$2200.00} and could not make partial payments. All the while, the re-installment amount keeps mounting.
XXXX Hits America Then COVID-19 hit America! The country closed down, people lost their jobs and unemployment skyrocketed. Working through HomeFreeUSA housing counselors, they were able to get Mr. Cooper to allow me to reapply for a loan modification two weeks ago on XX/XX/XXXX.
I have income. I work at XXXX and XXXX XXXX XXXX Fortunately, I have been able to keep both jobs and have not had to file for unemployment. I have income and can begin repayment on my mortgage, but not at the 8.99 % rate. I cant afford to pay a monthly mortgage of {$2200.00} or any amount near this. A loan rate of 4 % or less ( preferably less ) will help me get back on track with my mortgage repayments.
Loan Modification Request Open to me Again As indicated earlier, Mr. Cooper has allowed me to reapply for a loan modification as of XX/XX/XXXX. However, here we go again. XXXX XXXX who was my Dedicated Loan Specialist 6-to-8 months ago. Then I was assigned to XXXX XXXX as my DLS. Now XXXX XXXX is the DLS again. This is dejavu all over again, where Mr. Cooper keeps changing DLS specialists and asking ad nauseam for documents after documents, even though I have already uploaded the documents to their website.
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01/31/2023 |
Yes |
- Debt collection
- Mortgage debt
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- False statements or representation
- Attempted to collect wrong amount
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Web |
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RESPONDENTS FAILURE TO COMPLY WITH 12 C.F.R. 1006.18 ( b ) ( 2 ) 12 C.F.R. 1006.18 ( b ) ( 2 ) False, Deceptive, or Misleading Representations provides that : * ( b ) ( 2 ) A debt collector must not falsely represent : ( i ) The character, amount, or legal status of any debt; and ( ii ) Any services rendered, or compensation that may be lawfully received, by any debt collector for the collection of a debt.
On XX/XX/XXXX, a final judgment of foreclosure was entered in favor of XXXX, Mr. Cooper ( XXXX or MR. COOPER ) in the total amount of {$590000.00}. Paragraph five ( 5 ) of the XX/XX/XXXX final judgment provides in relevant part as follows : 5. Cost. Plaintiff shall advance all subsequent cost of this action and shall be reimbursed for them by the clerk if plaintiff is not the purchaser of the property for sale, provide however, that the purchaser of the property for sale shall be responsible for the documentary stamps affixed to the certificate of title. If XXXX is the purchaser, the Clerk shall credit plaintiffs bid with the total sum with interest and costs accruing subsequent to this judgment or such part of it as is necessary to pay the bid in full. ( Emphasis added ).
Therefore, according to paragraph five ( 5 ) of the final judgment, XXXX and/or its principles ability to advance post-judgment fees and cost, are not triggered until if, and when the property is sold. A copy of the XX/XX/XXXX final judgment, is attach hereto as Exhibit A.
However, on XX/XX/XXXX, XXXX, by and through its attorney agent, sent us a letter showing the total amount we ( or someone on our behalf ) needed to pay, in order to pay off the balance of the subject mortgage loan. XXXX XX/XX/XXXX collection letter is misleadingly false, as it is based totally on an Unpaid Principal Balance amount of {$520000.00}, and not on the XX/XX/XXXX final judgment amount of {$590000.00} - that fact alone, renders the XX/XX/XXXX payoff demand inaccurately misleading and false. A copy of XXXX XX/XX/XXXX payoff demand is attached hereto as Exhibit B.
Nevertheless, it is clear on the face of its XX/XX/XXXX collection letter, that XXXX is demanding additional expenses other than the {$110000.00} interest charges thats authorized by the XX/XX/XXXX final judgment. Certainly, such a demand on the part of XXXX is falsely representing the true character and amount of the alleged debt, and therefore, does not comply with 12 C.F.R. 1006.18 ( b ) ( 2 ).
As of the date of this Complaint, NO complete foreclosure sale of the subject property located at XXXX XXXX XXXX XXXX, XXXX, Florida XXXX has occurred. Therefore, XXXX XX/XX/XXXX letter is clearly an unfair attempt to collect additional expenses that ( according to the final judgment ), it is not yet entitled to collect. Thus, XXXX XX/XX/XXXX demand/collection letter is in violation of this Bureaus Rules under 12 C.F.R. 1006.18 ( b ) ( 2 ).
Based on paragraph five ( 5 ) of the XX/XX/XXXX final judgment, XXXX, through the letter, is falsely representing the true character of the {$690000.00} total payoff amount, because said payoff amount prematurely includes post judgment expenses other than post judgment interest. As a result, our ability to determine the validity of the total amount allegedly owed, has been impaired by the XXXX. The XX/XX/XXXX letter is indeed false and misleading under 12 C.F.R. 1006.18 ( b ) ( 2 ), and is an unfair attempt to collect unauthorized fees and expenses.
To begin correcting the above stated error, we are hereby requesting that MR. COOPER provide us with a detailed explanation of why it included post judgment fees and cost prior to filing a motion to amend the final judgment, and prior to the sale of the subject property. Additionally, we are requesting that MR. COOPER correct the above violations by providing us with an undated payoff statement that does NOT include post judgment fees and cost other than post judgment interest as authorized by the XX/XX/XXXX final judgment.
CONCLUSION The above violations on the part of XXXX, are preventing, hindering, and/or delaying us, or someone on our behalf, from confidently making a final payment that would pay off the correct balance of the subject mortgage loan. Moreover, MR. COOPERs misleading and unfair pre-mature demands for post judgment fees and cost, is preventing us from selling the subject property, and extinguishing the alleged debt and to do, before the property is lost in a foreclosure sale.
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07/15/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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Step 1 : What is this complaint about? The compliant is about my unsuccessful attempts to obtain a corrected XXXX XXXX tax form from Mr. Cooper after several contact calls made across a two-month period ( XX/XX/XXXX XXXX XXXX, XXXX ). In order to properly file my XXXX federal tax returns, I requested this corrected XXXX XXXX tax form ( see Section 4 ) which should include the property sale price instead of the propertys fair market value. Since Mr. Cooper has not resolved this matter, I must now request a Tax return deferral to file my XXXX tax return later ( hopefully, when I receive the corrected form from Mr. Cooper ).
Property : located in XXXX, IL XXXX Attachments to compliant : - Original email request for information ( Mr. Cooper agent, XXXX XXXX ) - Original/incorrect XXXX XXXX Tax form received from Mr. Cooper - Mr. Cooper letter RE : Research Reference Step 2 : What type of problem are you having? Unable to get assistance from Mr. Cooper agents to resolve my request for a corrected XXXX XXXX Tax form which shows the property sale price instead of the fair market value.
Step 3 : What happened? Since XX/XX/XXXX, I have tried to obtain a corrected XXXX XXXX Tax form from Mr. Coper that shows the correct sale price for the property located in XXXX, IL XXXX under Mr. Cooper Loan. I am always placed on hold and most times even longer while waiting to be transferred to someone who might be able to help. Many times, agents ( in Customer Service ) looking at the property file before them did not see the forms that I referenced or they had no knowledge about tax forms at all. At one point, an agent was able to understand the situation enough to send an email to the Research Dept in order for them to follow up with my request. I received a letter with Research reference # and the same incorrect tax form. On two occasions ( with the last call on XX/XX/XXXX ), I was informed [ by XXXX, Customer Service Escalation Supervisor and XXXX ( XXXX ) in Lost Mitigation ] that a Manager/Supervisor will call me back within 24-48 hours but I received no callbacks from Mr. Cooper.
On one call, according to XXXX ( Texas ), the property ownership change was recorded on XX/XX/XXXX but he was not able to give me the property sale price nor any supporting documentation. He did mention that the requested information would be in the companys Year-End Report but he didnt have access to the reports. XXXX mentioned that possibly the Investor Reporting Dept. would be able to help but the department doesnt take calls. XXXX told me that a manager would give me a call within 24-48 hours to continue to assist in resolving this issue. After waiting one week, there was no callback, so I tried once again to contact Mr. Cooper. In my last call on XX/XX/XXXX, I spoke to XXXX in Customer Service who wasnt able to help nor did he know anything about the tax form. XXXX said that he was transferring my call to REO Dept but after another long wait, the call was transferred to Loss Mitigation ( XXXX from XXXX ). Once again, I had to explain the entire situation and XXXX ( XXXX ) was not able to help nor did he see the XXXX form that Mr. Cooper sent ; he only saw the XXXX 1099 Misc form. Eventually, I asked for a manager in REO Dept. but he said the call wasnt going through but he sent a note to his Manager to return my call. To date, no Mr. Cooper manager or agents has been able to resolve this matter.
Incoming calls to Mr. Cooper are recorded because they are a debt collector. Here are contact dates : XX/XX/XXXX ( email to XXXX XXXX, Deed-in-Lieu contact person ) ; call dates : XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX. Unable to get assistance from Mr. Cooper agents to resolve my request for a corrected XXXX XXXX Tax form showing the which property sale price. Since Mr. Cooper has not resolved this matter, I must now request a XXXX Federal Tax return deferral and file my XXXX tax returns late.
Step 4 : What company is this complaint about?
Mr. Cooper ( formerly known as Nationstar ) XXXX XXXX XXXX XXXX.
XXXX, TX XXXX Step 5 : Who are the people contacted at Mr. Cooper? XXXX XXXX ( Deed-in-Lieu contact person ) by email ; Representative agents from Mr. Coopers Customer Service, Customer Service Escalation, REO, Lost Mitigation : XXXX ( Texas ), XXXX (? ), XXXX ( Arizona ), XXXX ( Texas ), XXXX (? ), XXXX ( Arizona ), XXXX ( Customer Service Escalation ), XXXX ( XXXX )
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11/17/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Escrow, taxes, or insurance
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|
Web |
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My problem is two fold. The first, being with the mismanagement of my escrow account. The second, being with my attempt to remove PMI. Focusing on the first problem, last year in XX/XX/XXXX, my mortgage company ( Home Point Financial ) did an auto analysis of my mortgage escrow account and refunded me money from my escrow account ( {$3100.00} ) and decreased my payment from {$2800.00} per month, to {$2600.00} per month ( {$240.00} less per month ) because they reported that my taxes had decreased which resulted in a surplus. This " surplus '' was due to the fact that I took advantage of a tax credit from the elderly prior owner which I would have to pay back the next year. I had no choice in receiving this refund and the bank issued a certified check with the XX/XX/XXXX analysis. When I bought the home in XX/XX/XXXX, the bank was aware of this tax credit and that I would have to pay this credit back the following tax year. Had I been managing my own account by myself, I would have made the same payment and kept the money in the escrow account.
On or around XX/XX/XXXX, I received another escrow analysis now stating that there was a projected shortage of {$11000.00}, which used incorrect ( and inflated ) tax figures from the prior year when I paid back the tax credit I took advantage of my first year. As a result, the bank was increasing my payment from {$2600.00}, to {$4000.00} effective XX/XX/XXXX, for 12 months to recover the surplus. An amount I could not afford to pay. Following my receipt of the XX/XX/XXXX analysis, I called the bank several times and was filtered through several departments to see if this shortage could be recalculated to a more affordable rate. The bank refused to offer me the longest and most affordable term ( 48 months ) and would only offer me a term that was based on the most that I could afford ( 36 months ). The bank did another escrow analysis, this time with a correct figure for my school taxes, but still incorrect figure for my property taxes, which then decreased my payment from {$4000.00}, to {$3200.00} with an effective date of XX/XX/XXXX, not XX/XX/XXXX, as previously stated for the first notice, only giving me a few days to come up with an additional {$600.00} payment. This subsequent analysis now projected a shortage of {$8800.00}. I tried repeatedly with the bank to get them to change the effective date to XX/XX/XXXX, where I called practically every other day to speak to a different supervisor to try and get help. The bank refused to change the effective date to XX/XX/XXXX, and I had to make the payment.
Since the inception of Home Point Financial 's management of my escrow account, they have grossly mismanaged my account thereby creating a catastrophic shortage and they refuse to offer me any other more affordable option to repay the shortage that they caused.
Second, my mortgage company refused to give me any criteria for what meets their definition of " substantial improvements '' in order to remove PMI without a Broker Price Opinion. I am able to request PMI removal based upon valuation less than 80 % loan to value if I made improvements to the home prior to the loan being 2 years from the origination date of XX/XX/XXXX. I submitted my PMI removal request on XX/XX/XXXX, and outlined a list of improvements on XX/XX/XXXX, totaling over {$30000.00} since I bought the home. However, I failed to include the fact that during that period I also added a bedroom to my home brining it from a 3 bedroom to a 4 bedroom home because of their failure to provide me with criteria. The mortgage company rejected my listed of improvements on XX/XX/XXXX, because they did not " significantly impact the value or marketability of the subject property '' and made me proceed with obtaining a Broker Price Opinion at a cost of {$150.00} now that the loan was past the 2 year origination date which requires me to hit a 75 % loan to valuation. Following a Broker Price Opinion, it was determined that my house had a 77.5 % loan to valuation, which was insufficient to remove PMI from my loan. I submitted an appeal with XXXX comparable homes and a recent home sale in my neighborhood, but the lender refused to consider my appeal valuation even though the Broker Price Opinion inappropriately used 2 out of 3 home sales that were more than 6 months old to form the basis of their valuation, and when my appeal included 5 comparable home sales that were less than 6 months old.
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04/11/2019 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
Call XX/XX/XXXX to make mortgage payment Mr. Cooper ( https : //www.mrcooper.com/ ) account number : XXXX. Noted incorrect amount due in excess of {$7000.00} ( mortgage is {$2300.00} monthly ). Called XXXX spoke with initial rep, unresponsive. Call was transferred to XXXX XXXX, a " Escalation Specialist ''. who noted the discrepancy of multiple " REVERSALS of payments '' in my loan history, that subsequently incurred numerous late fees. XXXX XXXX requested bank statements of all payments on mortgage from the start of the loan ( XX/XX/XXXX ) til XX/XX/XXXX. Sent statements ( attached ), I sent them. Requested I call my personal bank to get a 'verbal confirmation ', made conference line with XXXX XXXX who confirmed all checks and ACH transfers had 'cleared ' and that there were no NSF ( non sufficient funds ) noted during the 9 transactions, XXXX XXXX was on the line and spoke with the XXXXXXXX XXXX repXXXX XXXX was able to confirm a separate payment of {$460.00} on XX/XX/XXXX by my spouse and co-borrower XXXX XXXX.
Transactions Confirmed : XX/XX/XXXX Check to XXXX XXXX XXXX ( XXXX ) {$2300.00} ( XXXX payment ) **XXXX Mortgage of {$2300.00} was sent to XXXX in 4 payments** XX/XX/XXXX Check to XXXX {$900.00} XX/XX/XXXX Check to XXXX {$1000.00} XX/XX/XXXX Check to XXXX {$10.00} XX/XX/XXXX Check from XXXX to XXXX {$460.00} XX/XX/XXXX Check to XXXX {$1300.00} ( XXXX Payment ) XX/XX/XXXX Check to XXXX {$1000.00} *****Received letter XX/XX/XXXX from XXXX of pending acquisition by Mr. Cooper ( XXXX XXXX XXXX ) ***** # # # XX/XX/XXXX Check of {$1000.00} to XXXX requested and confirmed " Stop PAYMENT '' by XXXX # # # # XXXX Mr. Cooper has a cool website and XXXX app and doesn't charge for payments online.
XX/XX/XXXX ACH to XXXXl Mr Cooper Nationstar in amount of {$2300.00} XX/XX/XXXX ACH to XXXX Mr Cooper Nationstar in amount of {$2300.00} End confirmed payment history ( ALL PAYMENTS MADE ) XXXX XXXX requested research on my loan history ( attached ), she noted my payments from XXXX to XXXX On XXXX, the amount reflected decreased to {$4800.00}. and THAT MY ACCOUNT IS OVER 30DAYS LATE!! ( Credit report impact both me and my wife ) This was still incorrect as it denotes the amount due as for both XXXX & XXXX. Mr. Cooper sent both my Wife and I RESPA notices ( Attached : RESPA ). I received a letter ( Attached : Suspended funds notice ) that {$2200.00} and that I needed to {$2400.00} to bring my account current, also incorrect, as I have made all payments and provided bank verification.
Called Mr. XXXX spoke to XXXX XXXX " Escalation Specialist '' ( 2nd ), who reviewed my file and agreed that I was current on all payments, that the late fees would be waived and she would send a note to have my account researched that the previous assessment by XXXX XXXX was incorrect. This action has a date of completion on XXXX.
XXXX called XXXX who asked me to provide proof of a payment to XXXX XXXX XXXX ( XXXX ) in the amount of {$1000.00} date of check/payment would be 'end of XXXX and before the XXXX of XX/XX/XXXX ' ... ..I admit to shouting " What the XXXX! ", with the follow on of *****Received letter XX/XX/XXXX from XXXX of pending acquisition by Mr. Cooper ( XXXX XXXX XXXX ) ***** # # # XX/XX/XXXX Check of {$1000.00} to XXXX requested and confirmed " Stop PAYMENT '' by XXXX # # XXXX # #, so there is no proof of that payment. I cancelled that check an made two payments in the amount of {$1300.00} ( XX/XX/XXXX ) and {$1000.00} ( XX/XX/XXXX ).
XXXX agreed and asked for time to fix it.
It seems as reflected on my history that as Mr. Cooper placed each of my payments in suspense to cover late fees and mortgage of the month prior, as they believed they were due {$1000.00} incorrectly. Results from the XXXX handover of my loan from XXXX to Mr. Cooper. This has been an accounting error on MR. COOPER 's part and has caused incredible grief and frustration.
As it is a VA LOAN, my application for a Interest Rate Reduction Refinancing Loan is in suspense and both the credit scores of my Wife and myself have been negatively impacted. This may have implications on my veterans benefits as the programs that I am in GI Bill note that you can not receive benefits of you are LATE or in DEFAULT of other VA program/loans. As a employee of the CFPB and an Analyst in the Legal Division, I am aware of the difficulty in getting erroneously reported information removed from the credit reporting agencies.
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06/29/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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Attached letter which is self-explanatory.
XX/XX/XXXX Mr. Cooper XXXX XXXX XXXX XXXX.
XXXX, TX XXXX Loan # XXXX Dear Sirs, I am in receipt of your letter dated XX/XX/XXXX requesting a payment of {$6600.00} in order to bring the account to date.
I am requesting you to refer to previous communications where we agreed that the amount due corresponds to three months of mortgage payments ( {$1500.00} X 3 = {$4500.00} not {$6600.00} ), that became due after Hurricane Irma. They became due because at the time of this disaster YOU MR. COOPER offered a forbearance plan that would add up to six monthly payments to the principal. As a matter of fact, on your letter dated XX/XX/XXXX YOU stated that YOU MR. COOPER have temporarily suspended my monthly mortgage payment effective XX/XX/XXXX.
On XX/XX/XXXX and after several phone calls from me to get details on this program, you admitted that the offer actually was for a loan modification which means changing terms and interest rate on my loan. And tried to force me to continue taking advantage of the program not making payments until XX/XX/XXXX. This is when I reinstated my monthly payments in order to avoid using your fake program and your false offers to help owners under disaster. Let me add that my account has been current since I bought the house in XXXX and became delinquent under your misguiding me with offers that you were never willing to honor.
To make things worse, the account shows three different amounts due as follows : 1 ) Your letter dated XX/XX/XXXX shows {$6600.00} 2 ) The web site shows {$5100.00} 3 ) The XXXX statement shows {$8800.00} and a monthly payment of {$2100.00} including escrow.
In reference to item 3 ), on your letter to XXXX XXXX, Financial Examiner Analyst II of the Division of Consumer Finance, Bureau of Enforcement dated XX/XX/XXXX you admitted that the account was converted into escrow by YOUR mistake and as such, it was being corrected. This in another false declaration since the June statement still shows the account under escrow with a monthly mortgage of {$2100.00} instead of {$1500.00}.
Since XX/XX/XXXX I have continued making payments to the account, having 90 days or three months delay {$4500.00}, amount that does not match with any of the amounts shown in your letters, statements of web site. Again, this problem was created by you and you need to solve it by honoring your offer to add this amount to the principal. Hence, I strongly request you to clarify the amount due as follows : 1 ) Amount to bring the account up to date as of XXXX XXXX, XXXX 2 ) Payoff Amount as of XX/XX/XXXX Needless to say that I am a law abiding citizen. I own other properties, have financial stability, excellent credit score and no offense or criminal records. Your actions are of moral turpitude because they gravely violate the sentiment and accepted standard of the community such as honesty, justice and good moral values. Your intention from the beginning of this problem is to modify the loan to make it more profitable and beneficial to you. Anyone that has owned any property under a XXXX XXXX loan knows that XXXX primary goal is to make affordable mortgages to middle class citizens and this is what you are trying to change. And you continue with your efforts to defraud me of my residence based on false statements and misrepresentation.
I have found that you have the tendency to play this type of tricks to homeowners, especially the ones in distress ; all that one has to do is go to the web world and see thousands of claims and complaints about your malicious and fraudulent actions but your tendency has gone beyond the law. As a matter of fact, last year and in less than six months you have had three multimillion-dollar settlements with a state banking regulator over mortgage related issues such as overcharging borrowers, fail to properly investigate consumers complaints, numerous deficiencies and violations including failure to file multiple 90-day pre-foreclosure notices with XXXX. You leave me no option but to appeal to the Consumer Financial Protection Bureau in Washington DC.
Once again, I strongly request you -not only for me but on behalf of thousands of consumers who have been abused by Mr. Cooper , to retract from harassing me with your threats.
Attached you will find a check in the amount of {$1500.00} to be applied as mortgage payment for the month of XXXX, XXXX.
XXXX XXXX
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08/17/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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On XX/XX/2021, after returning from a 5-week trip abroad ( XXXX XXXX XXXX, 2021 ), I discovered that my mortgage company, Mr. Cooper, had failed to pay the first half of the real estate tax on my property, which was due to the City of XXXX, VA, on XX/XX/2021. The amount to have been paid amounted to {$4300.00}, which includes {$4100.00} for real estate tax, {$44.00} for stormwater fee, and {$230.00} for refuse fee. In my absence from the country, the Department of Finance of the City of XXXX had sent a letter, dated XX/XX/2021, notifying me of the mortgage company 's non-payment. The letter also included an updated real estate tax bill in which the City of XXXX had extended the deadline for payment until XX/XX/2021.
Upon my return from the airport on XX/XX/2021, I saw the above-mentioned notification of non-payment, and I immediately logged into my mortgage account with Mr. Cooper, and saw that the escrow balance remained unchanged and that indeed they had not paid the real estate taxes. What is more, I saw that both the amounts and the dates Mr. Cooper had on the webpage for the real estate taxes were completely wrong.
I telephoned Mr. Cooper 's customer service and told them that the real estate taxes had not been paid and that the amounts and dates they had were erroneous. The customer service representative provided me with an e-mail address ( XXXX XXXX XXXX ) of a third-party, XXXX XXXX, that apparently pays the real estate taxes for the mortgages Mr. Cooper holds, and instructed me to send an e-mail to XXXX XXXX asking for immediate payment of the real estate taxes along with the cooresponding real estate tax bill. I sent this e-mail to the address provided along with the real estate tax bill that very day. In my e-mail to XXXX XXXX, dated XX/XX/2021, I requested payment of the real estate taxes by XX/XX/2021, and that they update the real estate tax information to correctly reflect the amounts due both for taxes as well as storm water and refuse fees.
I followed up on the matter on XX/XX/2021, calling Mr. Cooper once again to ensure that XXXX XXXX had received my e-mail and the real estate tax had been paid or would be paid by the extended deadline -- i.e., XX/XX/2021. I was informed that XXXX XXXX would be paying on XX/XX/2021. I stated that this was unacceptable as this meant, ( a ) the City of XXXX would be imposing penalties and interest as from XX/XX/2021, and ( b ) that my credit history would be damaged. The representative responded that Mr. Cooper would take care of the penalties and interest if it was their fault. I replied that this was all well and good, but that the damage to my credit history would not be taken care of.
I again called on XX/XX/2021, and after being told by the customer representative that there was nothing she could do and I would just have to accept that the taxes would be paid late, I insisted on speaking to someone else. I was referred to the escalations department. The representative at the escalations department said she would send another message to XXXX XXXX requesting that it pay the real estate taxes on XX/XX/2021. She also said she would personally follow-up with me on XX/XX/2021, to inform me about the situation.
On XX/XX/2021, after not receiving any phone call from the Mr. Cooper 's escalation department, I called Mr. Cooper yet again. The representative informed me that the taxes would be paid on XX/XX/2021, as despite my insistence on timely payment of my real estate taxes, the timeframes established could not be shortened and that my request for payment had only been sent on Friday, XX/XX/2021. I informed the representative that this was completely untrue ; rather, I had originally called and requested timely payment of the taxes on XX/XX/2021, both by phone and in writing. I further informed the representative that I would be paying the taxes myself that day ( XX/XX/2021 ) in order to avoid irreparable harm to my credit history. I was then told that XXXX XXXX would likewise be paying the real estate taxes nonetheless on XX/XX/2021 because at this point it was too late to reverse the order.
Mr. Cooper 's lack of responsiveness to this issue, despite my repeated attempts, is unacceptable and clearly shows its incompetence and indifference. Thus, I was forced to pay the real estate taxes myself using funds in my personal checking account on XX/XX/2021 in order to preserve my good credit standing.
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07/22/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
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The first written communication I had from Mr. Cooper was on XX/XX/XXXX. The letter notified me that the funds were placed in an unapplied funds account. The account was to be used for placing funds that are insufficient to be applied as full payment. After checking my bank records it was clear that the funds had been removed from my account on time. I had no understanding of what happened and I had never heard from Mr. Cooper or XXXX XXXX until this time.
XX/XX/XXXX I spoke with XXXX who stated that the funds were misappropriated and went to the Principal rather than the escrow deposit. He stated that as of XX/XX/XXXX the funds had gone to misapplied funds rather than principal. He was going to contact the Tax Dept and get back to me within a couple of weeks. I never heard from him again.
I called XXXX XXXX or MR. Cooper every week. I do not have all phone calls documented. Each call was at least an hour and many calls were conference calls between XXXX XXXX and Mr. Cooper and often had a supervisor on the line. I would hang up after the supervisor would guarantee that everything had been handled and it would not occur again. The next month ... .money was withdrawn from my account on time and I still had late fees.
At the beginning of XXXX I spoke at length with XXXX from Mr. Cooper and XXXX from XXXX XXXX XXXX XXXX XXXX who opened a research investigation. They sent me pages and pages of records ( which I had never seen before ). After feeling that they had resolved the issue they called their supervisor who promised he made all the necessary changes.
The next month, the money was withdrawn from my account on time and I received late fees XXXX I spoke to XXXX who sent me to XXXX. XXXX and I spoke for 42 minutes and he sent me to XXXX XXXX at the escalation department. She promised that she set up a system to move the payments so that within three days everything would be updated. She said she would email me a letter for the credit score. She promised that she would case manage the case and everything would be taken care of. I wrote to XXXX XXXX 5 times in that this never occurred. She never responded.
XX/XX/XXXX - I spoke with XXXX who promised to contact XXXX XXXX for a response. I never heard from XXXX or XXXX XXXX again XX/XX/XXXX - XXXX put me on hold for 1 hour and 14 minutes. I called back and asked for a supervisor. They connected me to XXXX. She hung up on me immediately. I never received a call back.
XX/XX/XXXX - I spoke to XXXX XXXX who said that our balance was current and the problem was due to misapplied funds. She would submit a credit update and dispute request and the request would be escalated. She said that the transaction history was proof that the problem had been corrected. She said we should receive a response by XX/XX/XXXX XX/XX/XXXX - we were sent a statement stating that we had a shortage of {$5300.00}. Again In checking our bank records all monthly payments were removed on time. We were told that we had to pay this. We sent a check for {$5300.00} on XX/XX/XXXX.
XXXX Following many joint calls with Mr. Cooper I received a letter from XXXX XXXX stating that my credit may have been affected due to a processing error and that they sent the loan servicer a letter requesting the waiver of any negative credit annotations/late fees.
XX/XX/XXXX - MR. Cooper sent a letter stating that they reported our account accurately for XXXX and they determined a credit correction was not necessary.
XXXX I received a letter from Mr. Cooper stating that they received my letter of XX/XX/XXXX and Mr. Cooper submitted XX/XX/XXXX and XX/XX/XXXX to the Credit Bureau to confirm a credit correction. How they chose those two months ... I have no idea. I submitted. another letter immediately stating that this made no sense and must be an error.
XX/XX/XXXX I received a letter from Mr. Cooper stating that they would waive a late fee in that exploring our payment history they found that the payment was misapplied in error. They corrected the error. XX/XX/XXXX I spoke to XXXX who said she would send a letter to Research Resolution explaining the issues.
XX/XX/XXXX I spoke with XXXX XXXX. She said she would send dates of XX/XX/XXXX - XX/XX/XXXX to Research division and completed some forms. She said they would need XXXX business days.
XX/XX/XXXX - no word from Mr. Cooper. Called XXXX. Left a message. No response.
XX/XX/XXXX - I spoke with XXXX
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08/08/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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I am in XXXX XXXX Bankruptcy and under FHA guidelines I am permitted to refinance my loan. I have made 38 pre-petition payments and 38 post petition payments during a Covid pandemic. I had applied for a refinance in XX/XX/XXXX and have been waiting to close since XXXX, XXXX when the Court approved our request to refinance in XXXX, XXXX. I have been delayed by the previous mortgage loan servicer who took approximately 2 months to provide a pay-off letter which I questioned mainly because it did not reflect my post petition payment history accurately and refused to clarify the charges. By not providing an accurate post petition payment history the loan been and is preventing finalization to close. Though FHA grants me the opportunity to refinance the 2 mortgage servicers refuse to provide this information needed for approval. Mr. Cooper cites contractual application of the post petition payments even though those contractural payments stopped in XXXX and resulted in a Bankruptcy. How we still still contractually when our mortgage contract does not indicate Bankruptcy and the XXXX XXXX filing changes the contactual payment by splitting them to pre-petition payments & post petition payments. The final item required to conform with FHA guidelines is to provide proof of a 12 month history of timely post petition payments which I have made. The previous servicer XXXX XXXX XXXX kept promising that it would be provided and then sold the loan in XXXX before providing that history. The new loan servicer Mr. Cooper has now informed me that they can not provided that history. The reason is because of their accounting practice even though it differs from the previous loan servicer. Example is item # 1 indicated on the attached two mortgage servicers mortgage statements. The application of the current post petition mortgage payment differs from both servicers. One posts ( XXXX ) the current post petition payments that matches the contractural P & I for the date due of that post petition payment. The other ( Mr. Cooper ) provides the current post petition date due only but then applies the perceived contractural P & I payment from the pre-petition history. On the attached amortization schooled indicates the 2 different P & I where applied. They site contractural obligation even though they separate the post petition history by providing as in example # 2 noted on both statements the pre-petition balance that do not match without providing any detail as to how those payments were applied contractually. This contractural obligation that Mr. Cooper sites and XXXX applied has reeked havoc on my escrow obligations which has caused numerous changes to the monthly post petition payments and has resulted in10 additional post petition Attorney fees as noted in example # 6. This mixing of pre-petition payments & post petition payments has resulted in manipulation of escrow funds. In example 3 a past due escrow amount over {$33000.00} which all vary under post petition information and example # 4 discrepancy in the monthly amount due for escrow varies from collected to how it is applied causing partial payments ( unapplied ). In example # 5 the P & I payments are applied differently by the two servicers indicating they chosen accounting style. This example indicates that there are no set rules on how to apply post petition payments. The XXXX XXXX Bankruptcy agreement that I had entered into was to pay my mortgage arrearage, ( pre-petition payments ) to the Bankruptcy Court Trustee while I was still responsible to pay my current mortgage payment due, hence post petition payments. The accounting issue is that the servicer is applying post petition payments to pre-petition balance that is covered by the Trustee payments resulting in creating an inaccurate post petition payment history that concludes I am 7 month in default of my post petition payments therefore preventing me from closing on a new loan. I am being denied the right to refinance because Mr. Cooper choice of accounting practice. There is nothing I am aware of in the XXXXr XXXX that states that post petition payments are to be applied to pre-petition mortgage arrearage. There is nothing in my contractural mortgage that address post petition payment. I am also unaware of how a mortgage servicer has the right to deny me the opportunity to refinance my mortgage by denying my factual post petition payment history.
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07/11/2019 |
Yes |
- Mortgage
- Reverse mortgage
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- Trouble during payment process
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Web |
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My name is XXXX XXXX.
My parents have a reverse mortgage. My Dad passed on XX/XX/XXXX. He left the house to me.
There is a $ XXXX mortgage balance ; I have invested $ XXXX more ; and the market value ranges to {$430.00} same floor plan within the addition ( XXXX XXXX ) On XX/XX/XXXX I filed a procedural request for 3 month extension ( see attached ).
On XXXX I received a notice of foreclosure from Champion Mortgage dated XX/XX/XXXX.
On XXXX I contacted Ms. XXXX XXXX of Champion Mortgage regarding the acceleration.
She requested 2 documents which were immediately provided for the application.
On XXXX I also contacted FHA.
On XXXX I was contacted by Ms. XXXX XXXX HUD XXXX XXXX XXXX.
Following our conversation Ms. XXXX assured me in view of good faith efforts the procedural extension should not be a problem.
On XX/XX/XXXX I received a second notice of foreclosure scheduled for XX/XX/XXXX. The notice is dated XX/XX/XXXX ( see attached ) On XX/XX/XXXX I contacted Champion Mortgage. As Ms. XXXX was unresponsive I escalated to reconfirm the requested submittals were received and forwarded to HUD/FHA for consideration.
I was told my application was denied by " XXXX '' a HECM resolutions manager with Champion in Arizona ( Ms. XXXX has yet to respond ).
I requested a copy of the HUD/FHA letter of denial.
I was told that said document was for internal use and the mortgage company was under no obligation to provide it.
Given previous conversation with Ms. XXXX I then called FHA resource to escalate.
I was told I would receive a call back within 4 business days.
My homestead is in XXXX, AL.
I have moved personal property from XXXX to XXXX.
The house listed with MLS ( see attached ) I have negotiated several offers none of which were accepted.
I have invested nearly every cent I have using credit and capital resources to update my parents home of almost 25 years.
Every mechanical system has been replaced ( HVAC-2 ; h2o heaters -2 ) ; appliances ).
Painting of the interior is complete.
Flooring is contracted and in process of being professionally installed.
In short ; the home will be in " as new '' condition for a relaunch by XX/XX/XXXX.
I am in negotiation with XXXX for sale of home awaiting appraisal.
In short - I have acted in good faith risking my life 's savings to meet the requirements of HECM guidelines as heir.
I was advised by XXXX, an approved reverse mortgage consultant, that I could extend the listing up to 1 year in three intervals.
The notice of foreclosure was written on XX/XX/XXXX a full 10 days before the end of the first 6 months interval. Documents were provided timely on 2 occasions.
While I understand there are legal remedies I am seeking intervention and relief from government authority. These actions would seem to be predatory.
I have acted in good faith.
I am in the middle of trying to fix and sell this place exhausting what few resources I have.
I believe it is also pertinent to convey the fact that I am legally XXXX.
As such I am unable to obtain a new mortgage as my income will not qualify for my homestead and the inherited HECM reverse mortgage.
My financial life is threatened by these actions. If I lose the home I will not be able to meet my obligations and will become a burden to others. I am appalled by the lack of transparency. HUD letter of denial a secret? Sorry, we didn't receive your request and although there is no financial default nor threat to asset we are foreclosing anyway? Even though we received your second request it wasn't processed till Monday over a holiday weekend and is therefore 2 days late? Champion Mortgage did not even wait 6 months to initiate foreclosure. What has happened here is surely not what was advertised nor expected. I am alone in this endeavor. I shall go down trying. The stress is unbelievable.
The wolves are at the door and I pray for relief.
Please help Sincerely, XXXX XXXX, XXXX.
From : XXXX XXXX XXXX Sent : Friday, XX/XX/XXXX XXXX XXXX To : XXXX XXXX Subject : RE : XXXX - request for extension Hello, I need two PDF attachments, the first attachment needs to be a written request and a MLS listing agreement. I am unable to send this for review. If you have any questions, please call into the customer service department.
Thank You, XXXX XXXX Manager Resolution- Reverse XXXX XXXX XXXX XXXX, TX XXXX ( O ) XXXX ( F ) XXXX Champion Mortgage
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08/26/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
My name is XXXX XXXX. I currently live in XXXX XXXX, XXXX. Several years ago, my husband and I purchased a house located at XXXX XXXX XXXX in XXXX, XXXX for the purpose of allowing our daughter to live there. She made the mortgage payments and XXXX XXXX XXXX payments as her rent. We paid the initial down payment, mortgage fees and closing costs. After that we never received any income from or paid any further expenses toward the house, but we were the legal owners. The initial mortgage was through XXXX, but it was later sold to Mr. Cooper Home Loans as of XX/XX/XXXX. My husband died on XX/XX/XXXX. I immediately sent a copy of his death certificate to Mr. Cooper informing the company of his death. Because we owned the property as tenants by the entirety, I became the sole owner of the property upon his death, and no one else held any interest in the property.
In XXXX of XXXX my daughter residing in the property bought the house from me and the Mr. Cooper mortgage was paid off. On XX/XX/XXXX, nearly three months after the payoff, Mr. Cooper mailed me a check in the amount of {$1400.00}. I took the check to my bank to deposit, but was told I could not deposit it because it was made out to The Estate of XXXX XXXX XXXX and XXXX XXXX XXXX, and no account for The Estate of XXXX XXXX XXXX existed. My husband had no estate account. His assets, our home also owned as tenants by the entirety, automatically went to me, our only motor vehicle was in my name, and I was the named beneficiary to his IRA account.
On XX/XX/XXXX, I called Mr. Cooper and was eventually connected to someone named XXXX in XXXX XXXX sounded like he was eating his lunch while talking to me. I explained the situation and told him I needed them to stop payment on the check they sent me and send another made to me alone. At first he argued they couldnt do that. It was company policy to do it the way they did. I said so I cant get the money owed me? He said yes, and I said well I cant deposit it as written. Would you like to talk to my bank? When I started pushing him to talk to my bank he changed his tune and started furiously typing on his keyboard, eventually telling me he had taken care of it and I should receive a new check within 14 business days. I waited three weeks, and when no check was received I called again and spoke with someone named XXXX on XX/XX/XXXX. Again, I explained the situation and was told again he had taken care of it and I should receive the revised check in 5-7 business days. That time period passed and no check appeared. I was scheduled to go on a trip beginning XX/XX/XXXX, and I put a hold on my mail until XX/XX/XXXX. Upon my return home and receipt of my held mail there was still no check for the {$1400.00}. During all this I also received a check for {$23.00}, which I mailed back to the company with a note explaining that check as well had to be made out to me only. In my held mail they had sent me a replacement check for {$23.00}, but it was still made out To the Estate of XXXX XXXX XXXX and myself.
On XX/XX/XXXX I called the company again and asked to speak with someone in management. I was eventually connected to XXXX XXXX of the Executive Resolutions Team of Mr. Cooper. She listened to my complaint and assured me she could deposit the money directly in my account within 10 days. She just needed me to email her pictures of the two voided checks that read To the Estate of and a picture of a voided personal check to make the deposit. She emailed me her name and number but made no comments in the email. I return emailed her an attachment of pictures of the three voided checks. She said she would keep me informed of when those checks were voided there and she could make my deposit. When I had not heard from her by the XXXX, I emailed her to ask if there was a problem. I received no response. On XX/XX/XXXX, eight days after my initial contact with her, I emailed her again asking for an update. I received no response. Later that same day I emailed her again saying if I had not received my money by the end of business day on Wednesday, XX/XX/XXXX, I was going to file complaints with every watchdog agency I could locate and possibly take legal action, requesting interest on my money they have held for five months as well as legal costs.
In summary, Mr. Cooper Home Loans owes me a total of {$1400.00} which they are refusing to pay.
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09/14/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Servicemember |
What is this complaint about?
My wife and I are having problems with making payments in good faith to Mr. Cooper. Their system makes it hard for us to pay in good faith without having either harassing statements like " we are a debt collection agency. Any statement you may make will be used for collection purposes '' before talking to them, getting multiple debt collection agencies calls to our cell phones, emails stating we must pay our debt, or when we try to talk to them, they want us to guarantee we will pay before talking to them.
We have these issues because we pay using Bill Pay through our bank, and Mr. Cooper registers the transactions as being paid as additional principal instead of being placed in the unapplied fund 's category. We have had multiple times ( 4 ) to call and have the funds reapplied due to the discrepancies that caused the issues. I have called and requested this.
What type of problem are you having?
Today, XX/XX/XXXX, the complaint comes from being called twice by a Mr. Cooper debt collecter using my personal information left on my cell phone answering service from XXXX. I called Mr. Cooper at XXXX XXXX EST. I spoke with XXXX, and from a script, could only, in the end, want me to guarantee to pay the amount for the account after my request to have the amounts that after three discussions previous ( XX/XX/XXXX ) to have amounts reversed and was told it was done. I expressed that they must put my payments into the unapplied fund 's account.
24 CFR 203.556 - Return of partial payments.
( b ) Except as provided in this section, the mortgagee shall accept any partial payment and either apply it to the mortgagor 's account or identify it with the mortgagor 's account and hold it in a trust account pending disposition. When partial payments held for disposition aggregate a full monthly installment, they shall be applied to the mortgagor 's account, thus advancing the date of the oldest unpaid installment but not the date on which the account first became delinquent.
I was transferred to XXXX XXXX, the escalation person, who then expressed there was no other way to resolve the issue unless we used there XXXX stated that the payments we make in good faith are default ( automatically ) sent to " principal payment, '' not to the unapplied funds that aggregate to pay off when the next cycle begins or the next whole payment. The only remedy is to pay using a direct checking account draft or a one-time payment that uses direct drafting information from your bank accounts. No disclosures state that they will not use this since they are also a debt collector in the future at their wish to collect funds. I find the tactic deceiving the user to give up information that will ultimately be used against them as this is the only way XXXX says will " guarantee '' any extra payment will be applied appropriately. I do not believe that this will effectively meet up to 24 CFR 203.556. It allows Mr. Cooper to harass you to use their paperless system, use their payment system, and give up your rights, personal information, and ability to manage your bank account effectively as they can draft from it at any time.
What happened?
Many issues come from mortgage companies that buy the mortgage at wholesale ; I did not choose them ; they chose me. I have the right not to have Mr. Cooper follow the CFR regulations for partial mortgage payments. I have attached copies of the information showing the transactions and how they were applied, and you can see after my phone calls the reversals. The most recent reversal was not done promptly, and I may suffer the consequences of having credit problems because of Mr. Cooper 's inability to follow the CFR and properly post payments made by their customers in good faith. The accounting is still incorrect and needs to be adequately accounted for.
It is also offensive to me to be called Mr. First Name. I am Mr. Last Name, Mr. First Name is a XXXX XXXX XXXX term, and I take offense. We do not live in a time of XXXX. I only expect to be treated as a person regardless of XXXX. This needs to stop and violates my protected characteristic of ethnicity, and this person should be stopped from being required to use this kind of language as it enforces a XXXX relationship. Both XXXX and XXXX used this terminology, and I am offended and expressed to XXXX that is not who I am.
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02/22/2019 |
Yes |
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- Trouble during payment process
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Web |
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I refinanced my home loan with NationStar XX/XX/XXXX. Upon closing, without notifying me or bringing it to my attention they removed my Flood insurance from my escrow account ** ( per CFPB they have to disclose this information at closing. They never did ). In XX/XX/XXXX my flood insurance was due and did not get paid. I received notice of cancellation and immediately called Nationstar. They told me it was not a part of my escrow and if i wanted them to pay it I needed to talk to the escrow dept. So they transferred me to Escrow. I asked for them to pay my flood insurance and they said they would. * ( this didn't go smoothly there was a lot of back and forth ). Two months later my flood policy was cancelled due to non payment. Then I received a letter from Nationstar telling me they purchased lender placed Flood Insurance for me, which was 3 times the amount of my policy thru XXXX. According to my research with CFPB Subject to the requirements of 1024.37 ( c ) ( 1 ) ( i ) through ( iii ), if not prohibited by State or other applicable law, a servicer may charge a borrower for force-placed insurance the servicer purchased, retroactive to the first day of any period of time in which the borrower did not have hazard insurance in place. I had my insurance they spoke to XXXX. I could not believe it I lost my Grandfathered rate which was {$1400.00} annually and now my insurance is over {$3700.00}. This mess has made my escrow account so low that it has raised my monthly payments over {$500.00} a month.so high. I am a single mom with XXXX growing children. This was not in my budget. I fell behind when my payments went up and by XXXX XXXX my home was in Foreclosure.
With the help of 1 agent who actually listened to me and started to dig into my account I was finally able to breath. She escalated it to her supervisor and who eventually my account was with Customer Relations VP and I thought I was finally going to get this resolved. By XX/XX/XXXX XXXX emailed me a deal where Nationstar dba MrCooper was going to offer me a modification where I still have to take the hit. and my payment was still over {$1500.00}. WHAT how is that helping me. Then I turned to CFPB and an attorney and that is when they offered to pay me the difference on my flood insurance policy for 5 years which is over {$11000.00} and they would modify my loan doing a partial claim. ( still don't know why I am having to take the hit ) and my payment was down to {$1200.00}. But that does not include Flood insurance. I wanted to think about it this was a big deal to me and I was so confused ( still am ). I reached out and called MrCooper to talk about the offer and the agent I spoke to had no clue what I was talking about he just kept telling me I had to either pay the Trial payment or I needed to pay over {$19000.00} and bring my account current. I sent a request to have my credit fixed and that was denied. No help at all in fact it made me so angry because I felt lied to i felt like I had been taken advantage of and scammed. Every time i spoke to someone it was something different but no one knew about the deal XXXX had offered me. I was so angry how could this still be going on.
With fear that I was not going to have a home I decided I would take the offer. I called and they said no sorry you did not accept the offer it has been denied. So I tried for a modification and i was denied since I did not take the last offer.
How is this okay. How can anyone expect me to trust this offer without getting answers to my questions and after I have been to XXXX and back 5 times over. I have lost all good standing on my credit. My credit card limits gone. Credit cards cancelled. Phone calls, flyers about bankruptcy and foreclosure. I have not been able to eat, sleep, I have even started to see a counselor for my anxiety. All I am asking is for anyone reading this is to take a minute and think about what you would be feeling if this happened to you I never imagined this could ever happen. I thought with a phone call I could get this fixed its been 2 years I have lived this nightmare. I need someone to realize this is not easy for me to write this, I don't like conflict and I certainly don't know what else to do. I don't have money to keep paying a lawyer. Which it seems you have to do in order for big companies to actually listen. PLEASE HELP ME!!!!!!!!
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09/10/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Re : Loan XXXX Address : XXXX XXXX XXXX XXXX XXXX, Ca XXXX To All Concerned ; I am the current owner of XXXX XXXX XXXX XXXX, XXXX Ca XXXX ( The Subject Property ) mentioned above. I have incurred substantial financial losses in an effort to cure my mortgage debt. The purpose of this letter is to inform the [ bank ] and initiate a dialogue, seeking remedy for excess fees I incurred as a result of the Banks error. The financial losses I am seeking to remedy, initiated during my Bankruptcy filing which was extended due to the banks error. Please rest assured I am not implying intentional error on the [ Banks ] part, rather it is my fiduciary responsibility to attempt to redeem what I am sure you will find is a fair claim. The details of my claim are listed below : - XX/XX/XXXX, I took ownership of the property and dealt with Nationstar. Exhibit 1 I have been involved in a Chapter XXXX Reorganization, and this property was included in the filing.
- XX/XX/XXXX- I was ordered to make payments to XXXX XXXX for this mortgage. The payments were sent as directed and addressed in the Court Order. XXXX XXXX, returned the checks uncashed. Exhibit 2 After several attempts to pay, XXXX XXXX asked that I please STOP sending payments and stated they would help clarify the correct address and payee. Mr. Cooper was the new servicer, but their agents refused to acknowledge me as the property owner, thus refusing to give me access to the account. Exhibit 3 I have made several attempts to rectify this. However, until this day, Mr. Cooper does NOT acknowledge my ownership of the property. Exhibit 4 - XX/XX/XXXX- The property went through an extensive remodel, in preparation for sale once the Court confirmed the Chapter XXXX reorganization. Monies for repairs and remodel are still owed to the contractor who is expecting to be paid through Escrow. Exhibit 5. The property was in poor condition at the onset of the Bankruptcy Filing, see appraisals. In order to make the property more marketable, repairs and upgrades were very necessary. The equity that was gained due to these repairs have been negated by the extra costs incurred.
- XX/XX/XXXX- Mr. Coopers ( XXXX XXXX ) attorney filed a Motion with the Court, requesting a Dismissal of my case given the lack of payment to them. Even though I had documented that the payments were sent but returned by the XXXX XXXX. In turn, the judge converted my case to a Chapter XXXX Liquidation. Exhibit 6 - XX/XX/XXXX, Prior to XXXX XXXX opposition, a unit in the subject property had remained vacant, making it more appealing and salable, at the conclusion of the Chapter XXXX. Once the Filing was Converted to a Chapter XXXX, with the sale no longer an option, I rented out that unit to a young family with a XXXX child. I am now liable to pay Relocation of {$17000.00}, to that family in order to vacate the unit and sell the property. Exhibit 7. Had XXXX XXXX not filed the opposition, I would have sold the property with a vacant unit and achieved a better financial result.
- XX/XX/XXXX- During the Chapter XXXX process, the Chapter XXXX Trustee attempted to Extort me for a large amount of money while perjuring himself. Charges have been filed against him. Currently the Department of Justice, the US Trustees Office and the Ca State Bar Association are investigating the matter. He took over the XXXX Property and collected the rents in the amount of {$15000.00}. Exhibit 8. The Trustee demanded an excessive settlement payment from me in order to allow me to keep my properties.
- XX/XX/XXXX- The case has been re-converted to a Chapter XXXX. I incurred approximately {$24000.00} in additional Legal Fees directly related to the delay caused by XXXX XXXX opposition to my filing. Exhibit 9 Your attorney can confirm that {$54000.00}, via Cashiers Check, was paid to Mr. Cooper in court bringing my mortgage current. The past due balance was demanded and paid despite the fact that I was NOT allowed to collect rents.
- XX/XX/XXXX, At the present time, I would like to sell off the property and pay my debts incurred. The Lawyer is expecting the balance of his fees due to be paid through Escrow, and the contractor will need to be paid for the services provided. In addition, tenants are expecting their relocation monies. I just want to walk away from this property and recover some of my losses.
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02/24/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
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I am tired of the run around from XXXX XXXX in trying to come out of forbearance ( via the XXXX XXXX ) which has been ongoing now for the last XXXX months. Where to begin? I was told up front I'd be able to enter a deferral plan upon exiting forbearance only to be told other-wise. I then subsequently wasted MONTHS on XXXX loan modification requests which were both denied. Now there has been mis-representation on who actually owns my Note which has led me to believe there are greater mechanisms occurring in an attempt to foreclose on my home. Per the attachment, after asking several times, XXXX XXXX informed me that XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX ) holds my mortgage Note. However, I spoke to XXXX XXXX on XX/XX/XXXX and they told me that they DO NOT OWN MY MORTGAGE NOTE AND HAVENT SINCE XX/XX/XXXX. You can call XXXX ; ( then select Option # XXXX ) to verify this information. This therefore begs the question : Why would XXXX XXXX send me a letter fraudulently stating otherwise? ( again, defer to attached ) Now I most recently received a letter stating that XXXX XXXX XXXX XXXX XXXX XXXX XXXX, Series XXXX owns my Note. Yet its the exact same contact information per the XXXX XXXX XXXX XXXX. WHY CAN I NOT OBTAIN THEIR DIRECT PHONE NUMBER ASIDE FORM A FAKE, GENERIC MAILING ADDRESS?
XXXX XXXX NEEDS TO ADVISE ME WHO OWNS MY LOAN NOTE IMMEDIATELY ALONG WITH THEIR PHONE CONTACT INFORMATION OR I WILL HAVE NO CHOICE BUT TO PURUSE LEGAL ACTION ON THIS MATTER DUE TO THE FOLLOWING REASONS : 1 ) Mis-representing the owner of my Note ( for YEARS ) as being XXXX XXXX . 2 ) Not allowing me a deferral option post-forbearance after being told otherwise up front. All XXXXm repeatedly told is Deferral is not allowed. '' SAYS WHO???? I would like to hear it directly from this mysterious owner and/or investor of my Note.
3 ) Not allowing me to take a loan modification either : I was asked UP FRONT if Id accept a higher payment for the 2nd loan modification request. After saying Yes and then waiting for XXXX months, I was told my loan modification request was denied because the payment couldnt be LOWERED. Really?? Why ask me then if Im ok with a higher payment up front if it was already known raising the payment wasnt even an option for a loan modification? I was never advised by any of the many representatives I spoke to for either of my loan modification requests, that approval was based on the presumption of a lower monthly payment.
4 ) The imposter investor named XXXX? Last time I called, I was told by the representative XXXX was the investor holding my Note whom allegedly does not allow deferral options. Interestingly, I can not find any company by that name. I AM TIRED OF THE LIES, MIS-INFORMATION AND RUN AROUND. I AM READY AND ABLE TO RESUME MY MORTGAGE PAYMENTS BUT XXXX XXXX HAS MADE IT IMPOSSIBLE IN MY MANY ATTEMPTS TO DO SO AFTER MIS-LEADING ME UP FRONT. I feel that at this point, due to all of the mis-information, confusion and their unwillingness to offer any assistance except to tell me verbatim " Sell your house '' or " Get a 2nd job '' that I have no recourse but to pursue legal remediation. I am beyond exasparated at this point as to how things have gone thus far and hence, the reason I am filing this complaint.
FEEDBACK FOR RESOLUTION 1 ) What is the phone number for this entity? Again, I called XXXX XXXX and I sure couldnt speak to anyone from this entity.
XXXX XXXX XXXX XXXX XXXX, as XXXX for XXXX XXXX XXXX XXXX XXXX XXXX XXXX, Series XXXX XXXX XXXX XXXX XXXX XXXX, VA XXXX '' XXXX ) Why am I unable to contact the investor / owner of my Note directly?
3 ) Why did XXXX XXXX ignore my original question of why does a loan modification presume a lower payment amount? When in fact, they asked me up front prior to my 2nd loan modification request if I would be ok with a higher payment? Again -- can I request a loan modification even if it's for a reasonably higher amount?
4 ) Lastly, I still do not have a clear answer or proof that the investor or owner of my Note does NOT allow the deferral of my forbearance amount ... which essentially doubled because I had to wait another 7 months for them to tell me it was declined and during said period they told me not to make any payments. If I knew who my actual investor was, I could contact them directly to confirm this information.
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04/02/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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In XX/XX/XXXX I contacted Mr. Cooper representatives about having my PMI removed from my loan on my house. I agreed to pay for a drive-by appraisal. I was told by Mr. Cooper representatives that the appraisal would be performed by an independent third party local appraiser and that an actual drive-by would be conducted.
A Mr. Cooper letter dated XX/XX/XXXX denied my request to redo the appraisal for the reasons listed below. The letter indicated that there were no errors in the appraisal I had previously contacted Mr. Cooper representatives by phone. During contacts, I clearly listed and identified my reasons why the appraisal was inaccurate and why the denial was not based on correct information. I spoke with XXXX at Mr. Cooper on XX/XX/XXXX. It was indicated that I needed to send a letter or e-mail if I thought the basis for the denial was not correct. Shortly thereafter I did this, however I was given an incorrect e-mail. I then contacted Mr. Cooper in late XXXX and obtained another e-mail and on XX/XX/XXXX and resent my e-mail that listed the reasons. Reasons why the denial was not accurate and not fair are as follows : 1 ) all but one of the pictures with the copy of the price opinion provided are for a different nearby house with a XXXX XXXX address and the only correct picture is the one of our garage with the posted address ; 2 ) there are no comparisons in the price opinion for XXXX XXXX and XXXX, the nearest community ; 3 ) XXXX XXXX is a resort location and 2 to 3 miles from the XXXX entrance to XXXX and property values and costs are much higher than the comparisons included in the price opinion ; 4 ) I had previously sent copies as indicated by a Mr. Cooper representative copies of listings for houses for sale in XXXX XXXX and XXXX, and as noted in the listings the price per square foot are much greater than the comparisons that were used by Mr. Coopers subsidiary and range from {$270.00} ( partially dismantled house ) to {$590.00} per square foot ; 5 ) when we purchased our home about 10 years ago is was described as having 1400 square feet and the price opinion lists 1173 square feet ; 6 ) the company that performed the appraisal is affiliated with Mr. Cooper, is not an independent third party and as a result there is a bias ; 7 ) when I agreed to pay the fee to see if the PMI could be removed it was clearly indicated by Mr. Cooper representatives that a local third party that was a licensed appraiser and unbiased appraiser would perform the appraisal ; 8 ) the name of the person on the appraisal lives in Texas and works for a Mr. Cooper subsidiary ; and, 9 ) the pictures in the appraisal package sent to me by Mr. Cooper are based on photo shots from XXXX, as when the house is viewed on XXXX the same incorrect pictures come up. I believe that Mr. Cooper 's PMI department has committed fraud, as they billed me for activities and services that were not conducted as agreed to.
The PMI from my loan must be removed from my required loan payment. If this requires a new appraisal then I request it must be completed by an experienced independent third party who will actually drive-by my house and who will prepare an honest and accurate appraisal based on accurate property/home values in the XXXX XXXX and XXXX areas.
One of my most recent contacts with a Mr. Cooper representative was when a Ms. XXXX XXXX ( XXXX ) called me on XX/XX/XXXX and indicated that my recent " dispute '' was denied and that I had no " recourse. '' I mentioned many of the reasons noted above, some of them several times and told that it was still declined. I was then put on hold. Ms. XXXX then apparently looked at pictures on record for when I originally obtained my mortgage. Apparently it was noted that the pictures in the recent appraisal were for the wrong house. Ms. XXXX indicated that she would call me back later in the week and as of today 's date had not.
On XX/XX/XXXX after waiting on the phone for over an hour I spoke with XXXX in Mr. Cooper 's Arizona PMI department ( XXXX ). She indicated that that there was nothing she could do and that I could have an inside inspection for a more accurate appraisal. I explain why there was an error and asked to speak with a Supervisor. I was told that there were none in and that one may call me back tomorrow.
Please help make this right.
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03/28/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Older American |
In XXXX of XXXX, Hurricane Irma hit Florida. Living in XXXX Florida, XXXX XXXX County, we had very little damage to our home, however, a small tornado had hit next door, and a dozen or more trees were down, all along our fence line. We called our mortgage company, Mr Cooper, formerly known as Nationstar Mortgage, and they told us about the disaster deferment. We requested it, and were told, we had it. That was in XXXX of XXXX. In XXXX, we received a normal bill and called Mr Cooper, we were told to ignore that billing. We were told it was a simple matter of their computers being behind. Data entry still catching up. The same was told to us when we called about a 'late ' billing in XXXX. In XXXX, they told us that they were sending us an application for a mortgage modification. We argued that we do not need such a thing, as we haven't had a problem paying our $ XXXX/ month payment. We were actually seeing a drop in the mortgage principle balance of close to $ XXXX/month. ( I have our payment history, pay off statements, and the modification offer ready to submit. ) Mr Cooper representatives explained that this was simply a procedure that they must follow. When we insisted on further explanation, we were advised that if we do not apply for this modification, they would revoke the disaster deferment and we would be 3months late. at which time, they could foreclose. We filled out their application. it would take nearly two years for them to send us their modification offer. During which time I have learned that they are not reporting anything at all to the credit bureau. In fact, the last thing reported at all was Nationstar, it looks like we paid our home off. Asking them to simply refinance the home is met with the explanation that they do not even finance our type of home to begin with. A XXXX permanently affixed manufactured home. They only obtained us through a book of business purchase from XXXX XXXX XXXX. This is generally followed by a further explanation that even if they could, as we are three months behind, they wont. In our payment history, it is clear that we have made all payments on time, other than three months, during what was supposed to be, the deferment period. It is also clear that all payments were resumed in XXXX of XXXX, and none have been late, since that time. In XXXX of XXXX, we requested a pay off statement, and listed our home for sale, as that seems the only way to get away from this company. We learned that most lenders will not work with us as we are in this forced Modification Process. If we chose to accept their modification, that in it self does further damage, and no one will work with us for a minimum of 1-2 years. Their modification offer arrived with the following details ... a reduction of interest rate from 9 % to 4.5 %. An increase of escrow from {$88.00} to over a hundred. The final payment to decrease from {$560.00} ti {$550.00}. Im of the opinion that this is not a modification at all, but a means to steal our money as they have done for the past two years. Not only are they not post our payments, but there has been no further portion posted to the principle balance since this began. I am relisting my home, as I type. It seems the only way I can find relief from a corrupt, predatory lender. As I have been at this for some time, I have discovered that this company is becoming well known as a company to 'save home owners from '. Realestate Agencies, working to assist in helping people recover from foreclosures by this company, due to the same practice they are using on us. Lenders fighting to create new creative financing to help people in our situation to recover from the abuse and damage to credit that this company creates with these practices. I am one of the millions who was charged the {$15.00} fee for a home inspection that never occurred, during this fight. The company claims to inspect our home from a road that over 300yards from our home, wrapped in trees, not visible from the road. I am begging you. help us. My newly widowed mother is also mortgaged with this company, they have sent her an offer to reduse her interest rate. I am begging her NOT to even start that process as her home is even older than mine. And she will end up in this same situation, fighting to either keep that home, or in desperate need of a new one.
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02/10/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Servicemember |
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Mr Cooper Account Number # XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, TX XXXX XXXX XXXX : //www.mrcooper.com/ XXXX XXXX XXXX XXXX XXXX XXXX
TS No : XXXX XXXX XXXX XXXX XXXX XXXX TX XXXX XXXX XXXX https : XXXX Please reverse the sale of our home. Request attached to this email. Please help, the auction sale was scheduled for Wednesday, XX/XX/2022.
I am at a critical point in our homeownership. I have in good faith tried to negotiate a modification for the life of my loan that is fair to the investors, servicer, and my family. I do understand that the bank does not have to offer or even extend any modification terms. I am not looking for handouts and we are fully aware of the moral hazard implications do not want to contribute to it.
I have utilized both XXXX XXXX XXXX XXXX XXXX bankruptcy filings to place my family in a financial position to afford the mortgage and to avoid foreclosure I have reduced and cut expenses in every way possible. I have utilized every legal remedy to save our home.
We have been told, by HUD agencies and credit counselors, that our front and rear-end ratios regarding our income are sufficient to receive an affordable modification, however, the investor group has rejected every viable option to receive a life of the loan, an affordable mortgage solution to date.
On Wednesday, XX/XX/2022, the above agencies foreclosed on our home. I have exhausted efforts to achieve an affordable mortgage because the investors, to date, have denied any affordable mortgage for the life of the loan because they have only extended payment plans that have been temporary and offered no long-term solution.
If given the chance for a fair solution, we will be able to sustain mortgage payments for the life of the loan. I am now at the mercy of the servicer, the investors, and any efforts that can be extended at this point. I pray that the investor team will have compassion and really work to help us maintain our home with a proprietary mortgage modification solution that is long-term, affordable for all the stakeholders to include the investor and servicer. Please help, as this will be my last opportunity to maintain our home.
Although I have never received a sustainable modification to date, I am hoping a final effort can be made for a modification on behalf of my family, and our family of XXXX is not displaced.
Our primary goal is and has always been, to maintain our home and not displace our family. I realize this is an uphill battle, but I will not be able to be at peace if I do not try to use every possible option until the options have been exhausted for a modification that is for the life of the loan.
This issue has created tremendous anxiety and uncertainty, and I have the tremendous weight of this burden to ensure the stability of my family. I feel things are starting to cave in around me now and to have my family displaced during a pandemic is adding more to the fear.
If you can make a final attempt for a modification on my behalf, I would like to pursue the optionit is at least worth the effort.
Please help.
Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
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09/11/2019 |
Yes |
- Mortgage
- Other type of mortgage
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- Struggling to pay mortgage
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Web |
Older American, Servicemember |
Nationstar /dba `` Mr Cooper '' in XXXX , TX , is the servicer on our mortgage, passed to him by XXXX a couple of years ago when XXXX got out of the mortgage business. When the mortgage changed servicers, we received letters from XXXX and Mr Cooper, both stating that nothing else will change other than who collects our mortgage loan payments. This statement held true until a couple weeks ago -- Mr Cooper has unexpectantly raised our monthly payment from {$1000.00} to {$3800.00} effective XX/XX/2019! Our HARP loan ( investor XXXX XXXX ) was based on our social security income which is less than the new monthly payment and Mr Cooper has been informed of this and that we can not pay the new amount. We have a Tax Deferral - Over XXXX - Homestead Exemption officially issued by our county on our homestead. It allows a homeowner age XXXX or over or XXXX, to defer ( postpone ) paying delinquent property taxes on a homestead for as long as you own it and live in it. After you leave the house or die, the delinquent taxes plus interest ( currently 5 % ) become due within 180 days. The deferral applies to delinquent property taxes for all of the taxing units that tax the home, ( three for us - county, school, and water ). Since we had sold our old house and applied a large down payment in this house, we were allowed to handle our own property taxes. Our equity is estimated by Mr Cooper to be {$230000.00} which is {$59000.00} more than the {$170000.00} payoff of our loan ; therefore, the risk is extremely low for the investor. XXXX and Mr Cooper set precedence on our account since both previously accepted the tax deferral and we would furnish them annual updated tax statements from the three agencies ( total {$22000.00} for XXXX ), however, this year we are faced with Mr. Cooper 's shenanigans. He took it upon himself to set up an escrow on our account ( Mr Cooper employees pointed to the outsourcing company in California named " XXXX '' ) to pay the {$22000.00} plus added another {$11000.00}???? and prorated it over 12 months into our house payments. I have kept a record of dates, phone calls, emails, etc. with names and responses from Mr Cooper 's reps. if needed. We have been given such a runaround transferring us from one person to another, putting us on hold for long periods of time, saying they will get back to us but don't. When this happens with such a serious issue that we have, it's hard to keep from thinking that Mr Cooper is out to steal our house from us. The communication within this company is just terrible! We just got their response letter on XX/XX/2019 to our research request emails we sent asking for expedited research regarding this issue. The letter came from Mr Cooper at the XXXX, CA ( " XXXX '' location ) address. This is an example of what we have been dealing with : ( This is their research reply from the last email I sent after we got the big escrow statement with our payment raised to almost {$3900.00} a month ) - " We have received your response to our request for valid proof of property tax payment and we have confirmed and verified that the property taxes and/or assessments are now current. '' " Thank you for your assistance in resolving this matter. '' We are so exhausted from dealing with them since ABSOLUTELY NOTHING HAS BEEN RESOLVED! We have complied with what Mr Cooper Customer " Reps '' who " represent '' Mr Cooper have advised us to do ( e.g., ask the taxing authorities to send the money back, make sure each authority have us as " Tax Deferred '' on their system, send emails, etc ). We have gone from the Appraisal Office to each taxing authority and back again -- They are very agreeable and want to help. But when we called Mr Cooper to tell them they will give their money back, they had yet another excuse. We are just tired and don't know what else to do other than go outside Mr Cooper for help since they sure haven't eased our fear in any way.
We may be over XXXX but we still have our thinking ability. I have over 40 years industry experience -- I am a retired XXXX and XXXX XXXX XXXX. With very little time spent researching Mr Cooper on the internet, I am exhausted from reading thousands of complaints about this company! By the way, Mr Cooper is not a person - According to the internet, he is just a bowtie-wearing avatar.
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06/22/2022 |
Yes |
- Mortgage
- Other type of mortgage
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- Trouble during payment process
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Web |
Older American |
I have a Loan Modification with Nationstar/Mr.Cooper XX/XX/XXXX ever scene the start I have had nothing but trouble with there Escrow Department , I have had NOTHING but Escrow Shortages every year. In XX/XX/XXXX shortage of {$340.00} so they fixed this by giving me another Loan of the {$340.00}. Then in XX/XX/XXXX it was XXXX shortage of my Escrow {$920.00} as I tried to find out why this happened I received no answer. At this time I told them something was wrong that I had done my own Escrow for XXXX. never had any problems. Again they were going to give my another Loan I said I could not make an additional {$120.00} a month, so some how I found the {$1000.00} and paid it. I also as them " Will this fix & make up any margen so there will NOT be any more Large ( {$1000.00} ) shortages '' I was told yes. Then in XX/XX/XXXX there was a {$270.00} shortage, I call them only to find out that the {$270.00} was take out of my account & put some were ) unknown were ) they put it back telling me it was an oversight ( ya ). So No shortage for XXXX. Now at this time I spent XXXX months with them trying to fix this Escrow Problem they were unwilling to talk to me/ reply back other with just the push bottoms to send me the same paper work. I had some communication with a XXXX XXXX a AVP, Customer Relation & a XXXX XXXX a Customer Relation Specialist that would not get back to me as they said. When I tried to call/email I received No replys. I tried to ContacXXXX XXXX XXXX CEO & XXXX XXXX & The Legal Department both by email & Fax on XX/XX/XXXX XXXX XX/XX/XXXX then emails XXXX that I NEVER received a reply. As I have found many thing wrong/missmanagening of my money ( like I found were this year they had charged me for late payment fees of {$15.00} plus of around {$150.00} I have never been late. Then they put it back months later & out unknown amounts that I don't know what they are ). I have asked & told them that I can't trust there Escrow Department & that I have done my own Escrow for XX/XX/XXXX yrs. that I need this account turned back over to me, so that I/that there will NOT be ANY more mishandling of my account. There reply is that I have an Loan Modification Agreement for my Escrow and they can not do that. When in fact ( as I know & courts know that if both party 's agree that it can be changed ) well I found in this agreement that it say 's " Borrower shall pay Lender the Funds for Escrow Items unless this Agreement is terminated either by Lender, or pursuant to applicable Law. so on '' .Now this year XX/XX/XXXX there at XXXX was a shortage of {$450.00} then after a call they redone the Escrow & now is {$400.00}. As I was unable to get the Escrow Account returned back to me. I then thought ok I have done my own Escrow I will add to my Escrow {$25.00} a month, then when Taxes came in I up to my Escrow {$45.00} a month. So there should not be again any {$400.00} shortage. Again I have asked to get my Escrow back & again they just send me the same paper work that doesn't work. They again will not asing someone to check into/work with this account. I have even via there request did a month to month Escrow in XXXX only to have there agent just put it in the trash.I have done/gone above and beyond to try to work this out & they just give me the run around/dump on me. I know that this can be turned back to me. I have even told them put this on a XXXX yr. trial period. I have copy 's of what I have sent & a few reply 's if needed. This Shortage was not there until the XXXX Loan Modification, before that there was an Escrow for just my Taxes, there was know problem. I also as I told them that they are doing the Escrow on the last years Escrow amounts and not taking in to account that the Taxes & Home Ins. is going to go up. I know that CFPB has had many Class Action Law Suit 's against this Company and they still are getting away with what they are doing. I am XXXX and can n't be making up these {$1000.00} Shortages. I also fell that they are making these shortages so they can add a Loan with an $ XXXX {$45.00} a month extra payment. They are suppose to be handling an Escrow Accounts and they are not doing so as the have proved year after year. I do have more of what has been done to my account. Can sent copys on anything that will be needed.
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09/14/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Problem with personal statement of dispute
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Web |
Older American |
Our credit report shows we are over 120 days late.
We had three disaster in a row.
XXXX XXXX XX/XX/XXXX.
Debris Flow XX/XX/XXXX due to the fire.
Offered a mortgage forbearance for 6 month. XX/XX/XXXX - XX/XX/XXXX XX/XX/XXXX Resumed payment as agreed as we waited for action from Mr. Cooper/Nationstar to respond if we can tack missed payment on to the end of the life of the loan. Every month I called in to customer to make our payment and ask the status of our missed payments and what needs to happen. We were told month after month that we were still in a disaster zone and we needed to be patient. I paid every month and each month they said we had to wait. They again said it was taking so long because our zone was still declared a disaster and that they could not move forward. We never received a response. Then COVID hit, XX/XX/XXXX and they asked for for {$24000.00} by the end of the month or they would begin foreclosure. The timing was unreal. Everything was closing including my office. When I called Mr. Cooper they suggested we ask for a forbearance and that this {$24000.00}. would be suspended. They said the letter we received was boiler plate/computer generated and not to worry. Foreclosure is a strong word and should not be thrown around. We did the 1 year forbearance. At the end XX/XX/XXXX we were told we qualified for a modification. They meant we qualified to apply for a modification. We send in all bank statement W-2 etc. They always wanted more. We sent more. It took time. On XX/XX/XXXX we were denied but did not say why. They said if you appeal you can get a clearer response as to why. In the mean time they said we owed {$65000.00}. By XX/XX/XXXX our appeal was in with 10 more financial document which the manager at Mr. Cooper said to include. On XX/XX/XXXX they denied our appeal. They said it didn't matter how much money we make. In the mean time our credit score took a XXXX point hit. XXXX XXXX our partner had a score of XXXX and was refinancing two family properties. Both got kicked back due to Mr. Cooper reporting us 120 days or more late. We received a certified mail from Mr. Cooper saying that they were trying to get in touch with us because our forbearance was over and could not reach us, and that they were reporting us unless we responded by mail to XXXX. 1st, I had been in contact with Mr. Cooper almost everyday for 3 months.
2nd. I sent XXXX a certified letter explaining we were in the middle of trying to re modify our loam. I have all paperwork and receipts. Our SPOC- Single Point Of Contact, XXXX XXXX or XXXX XXXX never responded to my emails, phone calls or Face to face appointment which we had set up. XXXX XXXX no longer is there but I was assured XXXX XXXX was still employed. We just needed to understand. Within the last 4 years I must have called over 100 times to find out status and to get information. It was very difficult to have to explain myself everytime I called regarding the 3 disasters and the forbearance situation. If I had one SPOC I may have had a clear picture of the events on Mr. Cooper 's side. I still don't have the information needed. They now say we defaulted on our loan on XX/XX/XXXX then they said no... It was XX/XX/XXXX. I asked for any letter or paperwork that would have stated this. This is why I called all the time... to get information so we would not go into default if they were unable to add our 6 month forbearance to the end of our loan. They are unable to find this letter to date. They asked the XXXX XXXX XXXX XXXX XXXX to find it. They said it would take 30 days. At 30 days they sent us a letter that it will take them longer. I am still waiting. I have not heard anything after 60 days. In the meantime our credit scores are 150 points lower. We had to hire an expensive Lawyer to help us sort through things. They are still unable to get clarity. We continue to wait. Our score continues to be a disaster. Everyone 's financials are hit hard. We need Mr. Cooper to remove the negative hits on our acct. We paid the full {$70.00} and are current.
We wait and wait. I understand they have many acct. and many natural disasters out there that they are trying to help us navigate through. At this juncture they need to step up to the plate on our behalf and remove any negative marks.
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01/21/2023 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
Attention To XXXX XXXX, XXXX XXXX and XXXX XXXX XXXX XXXX XXXX XXXX, XXXX This Notice of Default and Opportunity to cure. This Notice of non-Response to numerous Qualified Written Requests that have not been in accordance with the Truth in Lending and Uniform Commercial Codes.
This is a " qualified written request '' under the Federal Servicer Act, which is a part of the Real Estate Settlement Procedures Act, 12 U.S.C. 2605 ( e ). This request is made by me, as the above-named borrower ( s ), based on a dispute that has arisen with regard to my loan account.
I am writing to you to complain about the accounting and servicing of this mortgage and my need for understanding and clarification of various sale, transfer, funding source, legal and beneficial ownership, charges, credits, debits, transactions, reversals, actions, payments, analyses and records related to the servicing of this account from its origination to the present date.
To date, the documents and information I have, from origination and those that you have sent me, and the conversations with your service representatives have been unproductive and have not answered my questions. Needless to say, I am very concerned. With all the news lately regarding the stories of predatory lending and servicing, you have left me feeling that there is something you are trying to hide. I worry that potential fraudulent and deceptive practices by unscrupulous mortgage brokers ; sales and transfers of mortgage servicing rights ; deceptive and fraudulent servicing practices to enhance balance sheets ; deceptive, abusive and fraudulent accounting tricks and practices may have also negatively affected any credit rating, mortgage account and/or the debt or payments that I am currently, or may be legally obligated to.
In order to ensure that I am not a victim of such predatory practices I need to conduct an examination and audit of this loan. I need to have full and immediate disclosure including copies of all pertinent information regarding this loan. I also request that you conduct your own investigation and audit of this account since its inception to validate the debt you currently claim I owe.
Specifically, I am writing to request : Copies of all documents pertaining to the origination of the mortgage including : Settlement Statement HUD-1 Appraisal Loan Application All Right to Cancel Forms All Good Faith Estimates Commitment Letter FHA Mortgage Insurance Certificate FEMA Flood NotificationHazard/Flood Policy 30 ARM Program Disclosure CHARM Booklet Title Commitment First Payment Letter Adverse Notice Purchase Agreement Buydown Agreement Mortgage Broker Agreement Privacy Policy Credit Documents All State Specific Disclosures Closing Instructions Lock In agreement Section 32 Disclosures Original Note Signed Affidavit Statement Mortgage/Deed of Trust All Truth In Lending Disclosure Statements HELOC Agreement & Disclosures Private Mortgage Insurance Certificate Asset Verification Documentation Income Verification Documentation Gift Fund letters and verification Itemization of Amount Financed Special Information Booklet on Closing Costs Controlled Business Arrangement Disclosure A copy of the loan history including all payments made, all fees incurred, what has been paid out of the escrow account, and how all payments were applied. This information should cover the entire life of the loan.
Additionally, this letter shall serve as my written request under TILA 15 USC 1641 ( f ) ( 2 ), which mandates that you, as the servicer, provide me the identity of the true note holder, including their name, address and telephone number of the owner of this obligation.
The reason for obtaining this information is to assure that the terms and conditions are reasonable and affordable throughout the term of the loan and that I was not a victim of predatory lending and/or servicing practices.
You should be advised that you must acknowledge receipt of this qualified written request within 15 business days, pursuant to 12 U.S.C. Section 2605 ( e ) ( 1 ) ( A ) and Reg. X, Section 3500.21 ( e ) ( 1 ).
Thank you in advance for taking the time to acknowledge and answer this request as required by the Real Estate Settlement and Procedures Act ( section 2605 ( e ) ).
Sincerely, XXXX XXXX XXXX, XXXX
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02/27/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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We purchased our home using a conventional 30 year loan with waived escrow obtained from XXXX XXXX XXXX that closed on XX/XX/XXXX. All taxes due on the buyer 's side and sellers side for the year and a years XXXX condo insurance policy were paid at closing.
Our purchase price was {$290000.00} and we mortgaged {$160000.00} putting down {$130000.00} so paying mortgage insurance was also not required with our loan to value.
Our loan was transferred to MR.COOPER the same month we closed.
Our first payment was due on XX/XX/XXXX for our principal amount, interest due and additional months principal we included. We paid to Mr. Cooper as instructed. We paid our payments for XX/XX/XXXX and XX/XX/XXXX as normal and received NO online or written communication from either Mr. Cooper nor XXXX XXXXXXXX XXXX When we got our welcome letter from Mr. Cooper for the first payment, due XX/XX/XXXX it also stated our loan required PMI, which it doesnt so we thought this was just a mistake in the letter.
The problem came with our mortgage statement for our XX/XX/XXXX payment. An Escrow account had been added onto our loan with Mr. Cooper with a negative balance of - {$600.00} that added a payment of {$50.00} for Escrow on a no escrow loan or gave us the option of sending them a one time payment for the {$600.00}, a charge which we have NEVER been given a reason for despite asking repeatedly what the charge was for.
Initially we thought Mr. Cooper arbitrarily decided to have us Escrow for taxes and insurance ( our mortgage terms waived escrow so that would not be allowable to change our terms ) however, when looking under the Escrow tab on their website for our loan I found a letter that said we found that your taxes or insurance had not been paid so we made a payment on your behalf. Not true, both taxes and insurance had been paid by the closing attorney on XX/XX/XXXX and we confirmed all payments with our closing attorney, insurance company and county for taxes. So no to a deposit for us to begin Escrow, and no to them making a payment on our behalf like theyve claimed ( they did not make any payments on our behalf ).
We contacted Mr. Cooper on the phone 3 times with no response from them in over 3 weeks. Each time we have to call and we are told they will escalate the issue to management. The last call we were told that they dismissed it and determined we had to pay. They did tell us that the amount appears to be a debt that came forward from XXXX XXXXXXXX XXXX with our original loan. This should not be as our mortgage again had waived escrow, all taxes and insurance were paid from closing AND all closing fees to include {$1500.00} in loan costs from XXXX XXXX for Commitment Fee, 0.12 % points and tax service fee were paid to XXXX XXXX XXXX at closing. We owed XXXX XXXXXXXX XXXX nothing according to our loan disclosures before and signed closing docs after closing. According to our closing documents our first payment would be due XX/XX/XXXX and we made that to Mr. Cooper so it wasnt a bridge payment and our principal and interest paid as well as balance line up to our Amortization Schedule right from the beginning to present. We contacted XXXX XXXX XXXX about the issue the first time on XX/XX/XXXX and were told that a request for revision would be sent to XXXXXXXX XXXX to correct the issue. When we did not hear back from XXXX we contacted XXXXXXXX XXXX and acquisitions directly only to continually be told, they are working on it and as soon as they hear back they will get back to us.
Neither lender can or will tell us what the added negative balance against our mortgage was actually for. Mr. Cooper insists they will not remove it as it came to them from XXXX as a negative when they acquired our loan. XXXX XXXXXXXX XXXX continues to ghost us unless we email them yet again only to be told it has been escalated and they will get back to us as soon as they know something. Sounds like {$600.00} worth of fraud.
Perhaps Mr. Cooper has in fact purchased PMI on our loan and charged it to us via Escrow despite us having put down over 43 % of the purchase price and wont just tell us thats what they did. One way or another we need disclosure on what the amount is for/was from. If they have made us pay PMI and are not telling us it IS fraud.
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12/22/2019 |
Yes |
- Mortgage
- Other type of mortgage
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- Struggling to pay mortgage
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Web |
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Loan # XXXX On XX/XX/XXXX, I was approved for a forbearance plan. My mortgage payment of XXXX was temporarily suspended as 0f XX/XX/XXXX, this included the {$13000.00} i was behind on. They stated that they would work with me to extend the forbearance, modify the loan, or spread it out or out it at the back of the loan.
On XX/XX/XXXX, they entered me into a Trial Month Period Plan for an extended Modification. My trial payments were scheduled for XXXX, XX/XX/XXXX and XX/XX/XXXX, in the amount of {$2000.00}. They falsely claimed my XXXX was returned as Insufficient funds. i immediately contacted them, sent them my bank statements showing the funds were there as well as a letter from cooperate headquarters stating that nothing from Nationstar/rMr.Coopper was returned, the funds were their and the in no evidence of them trying to post a payment. This went back and fourth with Mr. Copper, still stating that was not the case. I have all the documents and call logs that show how many tis i tried to get this error, corrected on their side.
Some months later, of XXXX started to feel ill, and couldn't work. I was admitted to hospital for weeks, with 8 specialist trying to diagnose me. I was finally diagnosed with XXXX XXXX and XXXX XXXX XXXX. The state officially put me on SSI in XXXX, and In XXXX The Social Security Dept., permanently put me on SSI. Many months later I was informed by many of the agencies helping me that i qualified for the Hardest Hit Program of Illinois. I applied in XXXX, and was fast racked for approval, since they only approved up to {$35000.00} and didn't want me to fall behind that amount. I was currently behind {$28000.00} and some change. They approved me, sent it over to Mister copper on XX/XX/XXXX so they could write them a check to bring me current. I called Mr. Copper to verify they received it and they said they did. Mon XX/XX/XXXX. After many, many phone calls as time went y, i was told not to worry. Well, i received a letter in XXXX from the Illinois Hardest Hit Program that my approval was now denied, because Mr. Copper stated they received it XX/XX/XXXX and immediately sent the amount owed and it was well over the {$35000.00}. I have all the correspondences stating this was a complete lie, just as my " missed payment '' during my trial period..
I have so many emails with attachments sent to them with the proof they received it from my loan specialist, their research department and from HUD, The hardest hit Program of Illinois. They still continue to lie and have gone as far as to scrub my communications from their website. but we have screen shots, original emails and lengthy phone calls to prove otherwise. They still deny it.
All they kept doing was sending applying me for a loan modification, of which i kept getting denied. Which they new, and i new, since the previous ones were.
I was even told that i had signed up for a ; do not contact list '' which was another fraudulent lie.
Well, after many, many more calls, I finally reached out to XXXX, a Ferally approved housing XXXX. They encountered the same issues. They were given the wrong contact emails to send in docs, ax numbers and then told after they sent the documents certified, that it had to be at a po box , and that someone had to physically pick them up. He was also told that my current account specialist no longer worked there and that was the issue. He is still registered as my contact for assistance, he also never replied to my email with all docs attached sent and finally called me yesterday, XX/XX/XXXX. after a hr long conversation with a rep at Mr. copper. he stated he never received anything from me nor my many phone calls, but again, I have all the proof. i always attached the housing agency in the email and he verified I had the correct email.
He gave me his word he would call me yesterday, XX/XX/XXXX because he was disturbed over everything i have mentioned in this complaint. this is .typical Mr. Copper , i got no calls and they have ZERO records of anything, of which I have proof off.
They are a fraudulent business and being XXXX and having to deal with this for two yrs, has caused me to XXXX many times and end up XXXX for months at a time.
Thank you for your attention to this matter, XXXX XXXX
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12/21/2021 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
Just want to show in this letter this is just one example of how Mr. Cooper uses subtle language. They said in this letter that they need 24-72 hours to retrieved documents and scanned them to another server or words to that affect but its actually not true from the auto responses i WOULD get from MR COOPER that Cleary states 5 business days So I really don't know why MR COOPER would embellish something like that unless its for Mr. Coopers Benefit XXXX Also they ADMIT in this letter that they didn't use my childsupport until a XX/XX/XXXX attempt at a modification which is HIGHLY confusing when there were multiple complaints and I even spoken to Agents to rectify this months before this XX/XX/XXXX Modification Still it was USED even after I complained but I guess i Bumped my head and decided yo used it in XXXX ( NO I DIDNT ) How Can Mr cooper Deny this FACT when There are complaints on record regarding this? Also To RECTIFY this email issue that happened all in XXXX basically pushing me to foreclosure on a technicality so then MR cooper Assured me I could upload my documents on their server for more efficiency YET XX/XX/XXXX THEY never obtain my documents on time when even after i upload them on their server WHOOPS guess its not THIER Server IF THEY are taking the document and rescanning them somewhere else I never KNEW THAT i thought it stayed where i uploaded it ( that's why I am SO ADAMANT that they are losing docs or worse ) HOW IS THAT NOT DECEPTIVE MR COOPER you told me its secure and more effective and if it wasn't or if you're going to store it a different way you'd think you'd inform me so i could make a decision that is very vital to saving my home when im literally thinking my nonpublic information is securely uploaded but its not and they say it right in plain sight WOW Why DIDNT MR cooper XXXX this to me then WHY was it in a letter to address a CFPB complaint?? Truthfully i never read this letter until recently and all this is really catching me off guard on how this wasn't seen by anyone prior ALSO MR COOPER IN THIS VERY LETTTER ADMIT THEY TOOK MY MONEY IN XXXX which i didn't send XXXX XXXX or registered mail i SENT IT REGULAR MAIL a cashiers check and it made it to their post office box without FAIL yet WHEN I SENT MY TRAIL MODFICATION THE SAME EXACT WAY its lost in the mail cause i didn't send it securely OMG THATS BALONEY. Mr Cooper is HELPING with another Modification ( they keep extending it ) and Thankful for MR cooper Charity they haven't foreclosed on me or had a stranger attach notes to my door or slide it under my door like they were doing during the summer time. I love it when Mr cooper helps when i have a cfpb complaint or attorneys general they refute and say whatever 's necessary but its still wrong and that's why i have been fighting until i get justice cause If im a fairly intelligent person but i can only wonder how its going for someone that isn't really paying attention to Mr coopers Antics... the Icing on the cake??? HOW THE heck would i get a auto response from a DEFECTIVE email Like Mr cooper Suggest I have more if Need desire More examples MR Cooper! I STILL email XXXX till this very day ( see attachment ) and its was always the correct email MR COOPER just cause you STOPPED sending those auto reply 's doesnt mean you never got my documents I REJECT THE NARRATIVE THAT IM A XXXX XXXX AND CANT HANDLE BUSINESS. THERE NO WAY IN XXXX XXXX XXXX XXXX XXXX ID GO GET THIS DOCUMENT AND HOLD IT. MR cooper IM the same same person who complained QUICK when you took my Escrow money without permission and then applied it to my balance THANKS.. Just wanted to illustrate if im on top on it like that IM NOT FORGETTING TO GIVE U PROOF OF INCOME OR dropping a ball on a vital PROCEDERE. I never was late a payment until XX/XX/XXXX AND had i not came to you for help I strongly believe i would have found a way out of this mess but this has been a nightmare all this back and forth and Like i said before Mr cooper LOVES to play the waiting game cause resources and time is always with MR COOPER even when they are negligent they just come up with more legalesue plausible explanations but they aren't in the realm of TRUTH .. there are other letter that we need to clarify as well at a later time
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12/04/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Trying to communicate with the company to fix an issue while managing or servicing your loan
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Web |
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XXXX we had a catastrophic fire A check was sent to the mortgage company mr cooper for {$360000.00} which is being held to rebuild our home.
I have submitted and confirmed receipt repeatedly of our insurance letter showing catastrophic total loss. XXXX repeatedly asked for my insurance worksheet, which is not needed since there is no repairs to the house.
XXXXbuilders contract and blueprints were uploaded into their system XXXX I call was advised they had received the builders contract and blueprints and would request expediting my first draw check I should receive it five days to process the expedite five business days to receive the check XX/XX/ I called to check the status of the first draw check to pay my builder to rebuild my home and I was told the process has not even been submitted for review but they would submit it for an expedite review and issue me a check within five business days.
I spoke to a supervisor advising they had had my money since insurance had paid off my house for a total loss in XXXX. They had also had all documentation requested and provided for the last 20 days. Why have I not had my process for my first draw check, been submitted and approved, I was advised by supervisor XXXX that he would personally handle the matter and check to see where his systems had failed and his department and have me a check for my first draw. It would take three days to process the check request approval in three days to process the check and then the check would be overnighted so I should have the check i. XX/XX/XXXX
XX/XX/ I called to check the status of the first draw check and was advised the process had not even been filed until XX/XX/ requesting approval for a check, I requested to speak to the supervisor XXXX who wasnt available. I spoke to a supervisor XXXX, who advised a question had come back of. How would I handle the outstanding balance which I advised insurance was giving me an additional reimbursement of the XXXX she said she would expedite this and would send an email and would follow back-and-forth eight hours and requested a expedite of approval in a check to be sent overnight.
XX/XX/ I called, requesting the status of the first draw check and was advised it did not been submitted for approval or a request for approval. I requested to speak with supervisors XXXX or XXXX it was advised they were not available so I spoke with after sitting on hold for an hour supervisor XXXX who advised it takes a week to process a request for a check that had not been prior submitted and after a week they will see if thats approved then it will take another business week to issue a check.
I do not understand how all documentation that was requested was provided Mr. Cooper mortgage company has had our money of {$360.00} issued by XXXX insurance company since XXXX. They have been provided all the information and they failed to provide our money to rebuild our house. Mr cooper mortgage company has delayed our build due to their inadequacy and failures in their systems. I continue to pay my mortgage to mr cooper mortgage company, and they have my money for my rebuild.
As you can see from above, each time I call, I am told one thing or another and that it will be handled and it is not. Their systems failures, lack of documenting and handling funds appropriately and telling me my all documentation needed has been provided but failure to provide my needed funds to rebuild my house is inexcusable and very unprofessional. I do not understand how company can hold our funds for 25 days and do nothing I was repeatedly advised that the funds would be released since all documentation required was needed time and time again the request is not issued to submit approval for a request for a check. I do not understand how they have my money from my insurance payout of {$360.00} and XXXX still paying mortgage to them but I am not receiving payment back to rebuild my house We have a rental home which XXXX insurance is paying for only a limited time ; however, XXXX XXXX Mortgage Companya failure to provide my funds to rebuild my house in a reasonable manner of time has cause a concern that my house rebuilding is being delayed and we will not have a home for my family to live in while waiting for the rebuild.
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07/07/2021 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
I had a mortgage with Mr. Cooper from XXXX. On XX/XX/XXXX, Mr , Cooper withdrawed {$1500.00} from my escrow account to pay my property taxes which were due on XX/XX/XXXX. On XX/XX/XXXX, I received a letter from the XXXX County Tax Collector office stating " check # XXXX dated XX/XX/XXXX drawn upon XXXX XXXX STOP PAYMENT & made payable to XXXX County had been dishonored. '' The letter stated our taxes were unpaid & now the balance due was {$1500.00} due to a {$30.00} fee for a returned check. Obviously I was VERY CONFUSED considering the $ had been taken out of escrow XX/XX/XXXX & the check sent to the tax office was dated XX/XX/XXXX. So I called Mr , Cooper & was told they would escalate the issue & to call back in XXXX business days to check. I also informed the CSR rep at Mr.Cooper that the longer it took for them to pay it, the more late fees were going to get added to the total amount due. I was assured that any late fees would be paid by Mr. Cooper because it was their mistake. ( It also plainly states on their website, that late fees due to Mr.Coopers error would be reimbursed & put back into the consumers escrow account ). I called Mr. Cooper back 2 weeks later & was pretty much told, nothing had been done. There was a note on my account but it hadn't been escalated so the CSR said she was escalating the issue & I should have an answer/solution within 10 business days AGAIN. Also, during this time period I was trying to refinance my mortgage possibly through Mr. Cooper. On XX/XX/XXXX, I reached out to the loan officer XXXX XXXX through email & asked her who I could get to help with the property tax issue but she just told me to contact the escrow department. I had back XXXX at the end of XXXX, so I was focused on my recovery & didn't call to check on the tax situation again until XX/XX/XXXX. On that day, I received a TAX EXECUTION DEMAND NOTICE. The balance for the property taxes had went from XXXX to {$1700.00} because they were 3 months late at this point. I called that morning & was told they'd expedited the check on XX/XX/XXXX. I finally thought this nightmare was over. Another issue was they tried raising our mortgage payment due to our property taxes being {$260.00} more so they factored that into our future escrow account payments. It was ridiculous to say the least!! On the afternoon of XX/XX/XXXX, we refinanced my mortgage with another lender & my mortgage with Mr. Cooper was paid off. On XX/XX/XXXX, I called Mr.Cooper because I noticed that the late fees for the taxes had been taken from our escrow account & we were not reimbursed. Since our loan was paid off, we'd be receiving a check for the escrow account balance. The balance was {$670.00} but on XX/XX/XXXX, they withdrew {$260.00} ( tax late fees ) & left us with an escrow balance of {$400.00}. I called & spoke to someone & she said she'd escalate my concerns. On XX/XX/XXXX I called Mr.Cooper again regarding escrow amount due to us. I was told they mailed a check out to us for {$400.00} XXXX our escrow balance minus the {$260.00} tax late fees ). They also mailed out a check for {$150.00} for overages when our loan was paid off. The CSR told me her supervisor XXXX would be calling me within XXXX business days after she called the tax office. I offered to email her all of the property tax documents we had received but I was told they didn't need them at that point. Well I've been waiting on that phone call for 2 months now. I've honestly grown tired of calling over & over again, having to explain it all to one person then to another & another every time we call. My wife & I are both on the mortgage so I'm also including times she's called them as well. The way this has been handled was definitely a BIG FACTOR on why we refinanced with another lender. I'd really like to know where our {$1500.00} taken from our escrow on XX/XX/XXXX went for the 3 months our taxes went without being paid. The outcome I'd like is for Mr.Cooper to return the {$260.00} that they took from our escrow account for THEIR MISTAKE. A mistake that took way too many phone calls to fix. You trust a lender to pay your taxes & insurance on time. That's why we have an escrow account to avoid this kind of situation & they've lost a mortgage account due to this.
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10/11/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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This complaint is towards Mr.Cooper home loan mortgage.
The loan is in my husband 's name XXXX XXXX, my name is XXXX XXXX. We did tge forbearance program this year to keep from losing our house due to the economy practically shutting down. Well, in XX/XX/2021 a lady from Mr.Cooper, called my husband 's phone and told him if we made 2 payments that month we would be caught up on our payments. Well we were in the trial period of a set amount to pay during the months of XXXX, XXXX and XXXX. We could not pay a XXXX more towards the payment or the trial period would be canceled. So I ( XXXX ) get on the phone with the lady and I explained this to her and got everything supposedly took care of. Well it came down to the loan papers getting done up and sent to us to get notarized and back to Mr.Cooper. Well, we got the paperwork, and my name had the wrong middle initial. So I contacted Mr.Cooper and they told me to email my social security card and drivers license for verification. So I did.. Well, we never got anymore paperwork with my correct name and so I called to see why and was told I needed to have asked for new paperwork to be sent out.. Yeah that did set good with me.. So in the meantime of waiting to get paperwork, someone from Mr.Cooper would call to see when we were gon na get the paperwork signed and notarized and back to them. Well, XX/XX/2021 I went into the hospital with covid and double phenomena and was put into ICU. On, Thursday XX/XX/XXXX, my husband got to the hospital and was in my room and my phone rang, it was a Texas number calling, and I told my husband " Oh, Mr.Cooper is calling '' and sure enough it was. The lady screened the call and preceded to ask when we were going to get the papers back to them. Well as of the day before when I went into the hospital nothing had come. I asked my husband did anything come from Mr.Cooper that morning of XX/XX/XXXX, and he said yes but I didn't open them. So I told the lady we just got them in the mail that day, she then wanted to know when we were gon na get them back and I told her I was in the hospital and didn't know when I would be getting out. She then said that they could get a notary to come to the hospital for us to sign the paperwork. I told my husband and he asked me how long do we have to get these papers back to them, so I asked and the lady said 30 days. I told the lady to give us our 30 days. Well, every day that I was in the hospital someone called from Mr.Cooper. At this point I felt like we were being harassed. Thank XXXX I was able to get out of the hospital on Monday XXXX XXXX I called Mr.Cooper on our way home that morning to get them to set up a notary to come to our house to get the papers notarized. The notary people came on Saturday. Got that done..
Well the paperwork gets back to Mr.Cooper and I make a payment XX/XX/2021 for my full payment of XXXX At this time, I'm able to start making more payments to get ahead on my house note so XX/XX/2021 I made a partial payment for {$220.00} to go towards my XX/XX/2021 payment, then another partial payment on XX/XX/2021 for {$230.00} to finish up my XX/XX/2021 payment. Well I had to call in because my payments were not going to my next month 's scheduled payment, they were being applied to the principal, when I clearly stated I was making a partial payment. I even emailed Mr.Cooper and asked for someone to contact me back and no one has ever did a follow-up with any of this. But XX/XX/2021, I made 2 partial payments and I had to call in and explain yet again what I wanted done with my money. XX/XX/2021 came, and again I've called different times to see if my XX/XX/2021 payment has processed yet, and as of today XX/XX/2021 my XXXX payment that was received in XXXX still has not been credited to my XX/XX/2021 statement. I've tried to make a partial payment since Thursday XX/XX/2021 for my XX/XX/2021 payment and it will not let me because my money is still sitting there fir my XX/XX/2021 payment. So this is beyond ridiculous and something needs to be done with this company Mr.Cooper. It is our money that is being played with and credit that is being looked at if it goes into a late area. So can you please help with this matter.
Thank you, XXXX XXXX ( XXXX ) XXXX XXXX XXXX
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03/06/2020 |
Yes |
- Mortgage
- Other type of mortgage
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- Struggling to pay mortgage
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Web |
Older American, Servicemember |
There is a problem with the HUD 1 statement prepared by XXXX XXXX XXXX where is the proof of who has the lien of title ( legal ) for the property that Nationstar d/b/a/ mr Cooper foreclosed upon. The loan prepared by XXXX XXXX XXXX shows 2 pay offs before the loan was funded. XXXX XXXX pay off : XXXX XX/XX/XXXX shows a reconveyance with Grantor : XXXX XXXX, XXXX XXXX, XXXX, XXXX XXXX XXXX XXXX, XXXX and Grantees : XXXX XXXX, XXXX XXXX, XXXX, XXXX XXXX XXXX XXXX, XXXX.
The question is who or where did XXXX XXXX get paid off? XXXX XXXX is not XXXX XXXX. Was indeed the mortgage DOT lien released? XXXX XXXX XXXX was the Lender and filed Chapter XXXX, XX/XX/XXXX ... .where they FDIC insured? We had no problem paying the payments and plus. However after some questions, mainly who are we paying and not receiving answers, we decided to stop not knowing where the money was going. This was called proprietary information. At the time we did not understand, but now do. We signed for a Mortgage with a recourse loan and we had the rights to ask these questions, but however at that point it was an involuntary conversion into a tax matter partnership and the questions were proprietary as in an investment. As partners we weren't sent any information as investors. We decided to stop making payments. XX/XX/XXXX, Aurora XXXX XXXX became the servicer. When we stopped paying XX/XX/XXXX, 2 months later we were offered a modification, we decided to not accept since we had no excess to proprietary information. If we could not receive information for a mortgage we would not trust them with more financial info. Then 3 months later after the Lender was paid the loss insurance, they sold the service rights and later the loan to a " debt collector '' called Nationstar d/b/a mr Cooper. Of course they could not validate and verify the debt because the tradings of bonds was still going on and deemed the proprietor information A note of default was declared using the DOT, the RECOURSE LOAN, Mortgage and we were supposedly " foreclosed on a RECOURSE LOAN '' which is a Mortgage while we were pulled, kidnapped with stolen identity into a securitization scheme. We have the first lien on the Mortgage with our filed UCC 1 with the Secretary of State in Colorado and recorded papers of status and standing, rescinding all signatures and trustee ships and powers of attorney, a Recorded Intent to Preserve Interest in the Property and a recorded Declaration of Home Steading. All recorded.
The Private Foundation, XXXX XXXX XXXX owns the property and all the rents and interests of this investment, were foreclosed on with a fictitious mortgage. We had signed over the Grant Deed to XXXX XXXX XXXX and were in a rental agreement with them and paid rent and later evicted under a DOT with an UD when all properties go to zero with the reversionary right going back to the TRUSTS, the Secured Creditors and the Beneficiary of XXXX XXXX XXXX TRUST and ESTATE as recorded in XXXX XXXX, GA Superior Court records. The State of California in a XXXX XXXX XXXX XXXX XXXX XXXX of XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX and XXXX XXXX who are in XXXX each on {$7100.00} XXXX on XXXX XXXX of which 10 were entered on out behalf by CA. The FDIC and Federal Housing Director in CA are all involved. Not only were we evicted on the base of a " fictitious mortgage '', but EACH received a 1099-A for XXXX, the year of dispensation, each for the amount of {$690000.00} for taxes.
Reconstructing the loan shows, that each year for the last 11 years the investment produced a taxable amount of {$690000.00} whereby the taxes were paid except the last year of dispensation when they attributed the to the 2 estates, they did not give the partner the right of reversion. They used the yearly income as rents to the two estates, where treated as renters and attributed the income from the last year to the estates for the estates to pay the taxes.
We were so called " foreclosed on '', EVICTED but are still in the trades as evidenced in transaction reports we still receive showing not a mortgage, but investments in which the properties value has been reconstituted by XXXX XXXX, Estate as investors evidenced by the reports and calculated by our Accountant until the year of XXXX.
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03/24/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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Due to covid, my company laid off 25 % of its staff. In order to keep my position, I had to take a 35 % pay cut. This pay cut caused me to fall behind on my payments to Mr. Cooper on my mortgage. I applied for and received forbearance from Mr. Cooper. My payments to Mr. Cooper PRIOR to Covid were in the amount of {$1400.00}. Mr. Cooper told me that I must now escrow my homeowners ' insurance ( which is paid in full annually in XXXX of every year ) my property and school tax payments even though my property tax and school tax had been paid in full. Once I alerted Mr. Cooper that my homeowners insurance had been paid in full and there was no basis to excrow payments for homeowners insurance, they reluctantly removed it. However, they still are still trying to coerce me into an unnecessary escrow which increases my mortgage payment by an additional {$1000.00}!! In order to come out of forbearance, Mr. Cooper has increased my mortgage payment from {$1400.00} to {$2400.00}!! There is no way that I can make an additional {$1000.00} payment on my mortgage. I have the ability to make tax payments via credit card so there is no reason for escrow. Mr. Cooper is a predator and recognizes that if I can not make the {$1400.00} payment, I most assuredly can not make a {$2400.00} payment thereby forcing me into foreclosure.
As an example, Mr. Cooper tried to front run me on my school tax payment due at the end of XX/XX/XXXX. However, once I realized that Mr. Cooper was a predator, I paid my school tax early by making a payment in XXXX. In keeping with its predatory business model, Mr. Cooper also made a payment of my school taxes to the XXXX of XXXX XXXX " XXXX '' XXXX in XXXX. XXXX promptly returned Mr. Cooper 's payment since I had already made the payment. It is clear that the school tax payment was NOT due until XX/XX/XXXX, but Mr. Cooper tried to continue to force escrow on me despite the fact that I made the payment. Why would Mr. Cooper make a payment that was not due until six weeks later unless they were trying to unlawfully coerce me into tax escrow? Their payment was returned by XXXX so this is simply predatory.
Mr. Cooper demanded evidence that I paid my XXXX and XXXX property taxes. I sent this evidence to Mr. Cooper promptly. Mr. Cooper claimed to pay my school taxes. I promptly repaid the disputed taxes in full in the amount of {$1300.00}.
Mr. Cooper has a history of predatory business practices. It paid a total of {$91.00} XXXX to settle allegations by 51 state attorneys general and the Consumer Financial Protection Bureau over servicing violations since XXXX. I have no desire to become a statistic due to Mr. Cooper 's predatory practices exercised during Covid relief programs mandated by the US government.
I have always paid my property taxes directly because the XXXX of XXXX allows payments by credit card and allows taxpayers an extended period of time to pay their taxes due to Covid. I have paid all of my taxes directly to the town for the last 17 years, The only tax exemption that I am eligible for is mortgage interest, property and school taxes. XXXX has also allowed an extension of time to pay taxes as part of Covid relief. Mr. Cooper seeks to strip away my rights to avail myself of XXXX 's Covid tax relief programs. It is clear that Mr. Cooper wants my condo because I have a lot of equity in it. However, my salary is too low to refinance. They have me between a rock and proverbial hard place. I can not take advantage of record low interest rates and they know it. I am sure if there was a thorough examination of its business practices, it would become apparent that Mr. Cooper buckets properties based on the equity in the property. They attack homeowners with the greatest amount of equity in their homes who are also experiencing a financial hardship due to Covid.
As a side note, I had a forebearance plan with XXXX on my home equity mortgage. After making three ( 3 ) trial payments of {$250.00}, XXXX reduced my home equity payment from {$520.00} to {$250.00}. Isnt that how forbearance is supposed to work to assist homeowners experiencing financial hardship return to solvency and keep their homes? There must be an end to XXXX XXXX predatory practices. I want to keep my home!!
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03/08/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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To Whom It May Concern : I am filing this complaint against Nationstar Mortgage LLC, d/b/a, Mr. Cooper Home Loans who erroneously drained my escrow account in which they service.
Attached you will find multiple documents : 1 ). Please find a copy of my XX/XX/XXXX mortgage statement for my property located at XXXX XXXX XXXX XXXX, XXXX NH. You will note that the total amount due on this statement is {$1600.00}. This has been my normal payment. You will also note that this statement shows a negative escrow balance of {$1300.00}, in red, on the statement.
2 ). Please find a copy of my XX/XX/XXXX mortgage statement for this same property. Please note that this statement shows a total amount due of {$2000.00}, an increase of {$440.00} from the prior month. It also shows a negative escrow balance of {$950.00} Very concerned over not only the ongoing negative escrow balance, but also the dramatic increase in my monthly payments, I pulled a copy of a XX/XX/XXXX escrow analysis that was available as part of my account documents.
3 ). Attached please find a copy of the XX/XX/XXXX escrow analysis that Mr. Cooper conducted. On page 2 of the analysis, you will note that it indicates property insurance in the amount of {$2600.00}. On page 3 of the analysis you will note that in XX/XX/XXXX, it reflects a payment of this {$2600.00}. This is NOT the amount of my hazzard insurance. Thus, I called Mr. Cooper on XX/XX/XXXX.
During my XX/XX/XXXX phone call, it was discovered that Mr. Cooper Home Loans paid {$2600.00} in hazzard insurance from my escrow account to XXXX XXXX. I have NEVER done business with XXXX XXXX. The Representative I spoke with, XXXX, Employee number XXXX pulled documents and it was discovered that Mr. Cooper drained my escrow account, paid XXXX XXXX those funds, and did so in error for a customer with the same last name as mine from Connecticut.
So, let 's recap.
A ). I do not do business with XXXX XXXX B ). Mr. Cooper paid another customer 's insurance out of my escrow account C ). Mr. Cooper drained my escrow account in the process of this error D ). Mr. Cooper then increased my monthly mortgage payment by {$440.00} as a result of THEIR error.
The Mr. Cooper Representative I spoke with requested a corporate reimbursement to my escrow account on XX/XX/XXXX. They indicated that this was 100 % their error. She indicated that there was no way to resolve this in time for my XX/XX/XXXX mortgage payment unless we worked with escrow to spread out the negative balance and reduce my payment amount on that negative balance until the corporate reimbursement took place.
So, Mr. Cooper adjusted my mortgage payment so that it was repaying the negative escrow over a 60 month period, albeit a temporary measure until the corporate reimbursement took place. This adjustment brought my mortgage payment down to {$1600.00}, which is {$33.00} more than my normal payment, far more manageable than a $ 400+ increase that was reflected on my XX/XX/XXXX statement. The Mr. Cooper staff I spoke with indicated that once the corporate reimbursement came in, my escrow account would show an overage and any excess in the account would be refunded to me.
On XX/XX/XXXX I called because, checking online, the reimbursement to my escrow account had not yet taken place. I was told that it may take until Friday, XX/XX/XXXX and that a representative would call me on Monday, XX/XX/XXXX. No one called. On XX/XX/XXXX, I called again and was told that it could take until Friday, XX/XX/XXXX for the corporate reimbursement to take place. So, I called again on Friday, XX/XX/XXXX and was told that it is still not reflected as resolved.
Mr. Cooper Home Loans has not only mismanaged my escrow account, but they have also failed miserably at correcting the mistake they have made. Note- They drained my escrow account in XX/XX/XXXX -- -8 months ago. No one internally caught this error through an audit process. XXXX XXXX indicates that they refunded the over payment on their customer 's account via cutting a check to their customer. That money is MY MONEY from MY escrow account that Mr. Cooper mismanaged and has failed to reimburse.
This matter needs immediate intervention and oversight. I look forward to your response.
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08/05/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Mr.Cooper FAILS escrow obligation. Mr.C=new customer service rep w/each hour long call several times in two+months, they '' ghost '' follow up calls/emails. Mr.Cooper bought mortgage/loan # in XX/XX/2020. XX/XX/2020 the customer received a delinquency notice from their county regarding unpaid property taxes. Within minutes the first phone call of concern was made by the customer. Mr.Cooper 's first employee made all the promises in the world, escalated the concern in the company, and provided her personal email for the customer 's follow-up. The customer followed-up with an email as instructed to confirm the taxes ( and penalty ) were paid. There was NEVER a response. Many phone calls and usually several ultra " nice '' and concerned customer service reps on the hour+ calls later and the taxes continue to be unpaid as of XX/XX/2020. The primary issue is the unpaid taxes which seem a direct violation of the business duties of Mr.Cooper and the escrow account/department. The taxes were due by XX/XX/2020 A secondary concern is having so many people to have to retell the story to each time after calling and waiting on the line. Then after repeating the long exhausting process and being given " personal promises/guarantees '', the customer is never contacted again and, in fact, when provided with email addresses or personal phone lines and the customer tries to follow-up Mr.C 's employees never answered or responded. This is horrible business practice and a failure of an agreement on behalf of the mortgage/escrow company! Mr.C continues to leave the county property taxes unpaid while the customers follow up for months bearing growing stress over concerns for the impact on their home and perfect credit, scores over 800 for each married person on the account, AND monthly mortgage payments are made in-full prior to the XXXX of the month. Good customers should probably be a priority. The customer also frequently gave verbal appreciation for the kind and polite customer service people who always acted compassionate and professional on the phone. Clearly it was ALL simply just an ACT. Every customer service representative on the phone line must go through rigorous training on how to sound* concerned while they LIE about getting their own company 's FAILURES addressed. When there is a serious problem Mr.Cooper should assign a case worker to the customer so that the process may be attended to in a more professional manner. On top of the business failures and blatant disregard to customer accounts and follow-up, the months long stress has compounded into a topic of daily discord within a home that seemingly has no other concerns except a delinquent bill that is out of the customer 's control. Timeline : XX/XX/2020 Mr. Cooper buys mortgage/loan # XX/XX/2020 customer receives Delinquent Property Tax Bill XX/XX/XXXX XXXX XXXX/TX transferred customer to XXXX XXXX ( escalation dpt? ) XXXX said after the escalation it should be processed by XX/XX/XXXX. XX/XX/XXXX XXXXPST Customer emailed XXXX XXXX provided email ( XXXX ) to " check-in '' and never had a response. XX/XX/XXXX XXXX XXXX/TX transferred customer to XXXX : escrow is researching and it will take 10 business days. -customer checks account on Mr. Cooper website contantly -customer waited until next penalty would be assessed on property tax bill before next follow-up, assumed Mr. C was holding money until last moment XX/XX/XXXX ( last moment ) XXXX XXXX ( sp? ) /TX : they're working on it, it's a process XX/XX/XXXX XXXX male ( didn't get name ) got permission to run a 2nd escalation, advised customer to email the tax company/department ( XXXX ) with the delinquency tax info and advised customer to call back in 7 days. XX/XX/XXXX XXXX the customer 's email was sent detailing the mortgage account number with delinquent taxes, a pdf of the county delinquency notice was attached, relayed that Mr.C had escalated the issue twice. Customer sent a follow-up email 10 days later. Neither email had a response. XX/XX/XXXX XXXX XXXX/TX ; XXXX/escalation ignored calls 3 for days ; called on Monday XX/XX/XXXX and same lip service ... asked to relay/repeat long story, told its being looked at and personal guarantee to correct and pay. Zero has been done
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01/20/2018 |
Yes |
- Mortgage
- Reverse mortgage
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- Struggling to pay mortgage
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Web |
Older American |
On XX/XX/XXXX we took out a reverse mortgage from XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, GA XXXX XXXX The initial loan amount or original principal according to the Settlement Statement ( HUD-1 ) ( attachment 1 ) was {$400000.00}. According to item # 2 on Page 1 of the original contract, titled Closed End Fixed Rate Note ( attachment 2 ), the maximum principal amount for the life of the loan could be {$930000.00}.
The mortgage was sold XX/XX/XXXX to XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, MI XXXX XXXX When we could no longer physically manage the stairs and could not physically or financially continue the upkeep on the property we moved in with our daughter and began trying to sell the house. After almost two years of the house being on the market, the loan balance with interest had climbed to about {$630000.00}. In the time the house was listed, we had only one somewhat serious looker. They made no official offer but told the realtor they would consider making an offer of {$600000.00}. {$190000.00} less than the appraised value and {$30000.00} less than the loan balance at that time. According to the mortgage company, the PMI would cover the difference in what we owed but in order to accept that offer both realtors would have to agree to take no commission because the mortgage company would get their money first.
At that point our health issues and the fact that our savings were gone and our social security would not cover the taxes and insurance on the house, we reluctantly began the Deed-in-Lieu process. We completed and submitted all of the Deed-in-Lieu paper work to XXXX XXXX on XX/XX/XXXX.
On XX/XX/XXXX XXXX XXXX XXXX sent a notary to our daughters home to have us sign the final Deed-in-Lieu papers. We noticed two places in the documents where the original principal amount is misstated. Page 2 of the Deed in Lieu of Foreclosure and page 1 of the XXXX Affidavit ( attachment 3 ) both have the original principal amount as {$930000.00}. That is NOT the original principal amount. That is the maximum principal amount had we been able to stay in our home indefinitely. Not the ORIGINAL principal amount.
We immediately called XXXX XXXX XXXX. They said that the mortgage company had filed the {$930000.00} amount with the county as the original principal amount and that we would have to talk to the XXXX XXXX.
Our next call was to the XXXX XXXX Reverse Mortgage Servicing department. It was late on Friday, XX/XX/XXXX but we spoke to three different people. One said our original principal amount was {$620000.00}. One said if youre giving the house back to us, what does it matter? ( Its a legal document and its wrong! ) and the third was a supervisor who tried to help but could not. She gave us the direct phone number for the Reverse Mortgage Servicing Department manager and said she could help us. We left a VERY detailed message explaining our concern. That was two weeks ago. We have now left a second VERY detailed message for her and have yet to hear from her. We HAVE had a call from a gentleman wanting to know why we wouldnt sign the documents. We explained the issue. He ALSO said the original principal amount was {$930000.00} and overnighted us a copy of the original contract as proof.
Since then we have received our Monthly Statement for XX/XX/XXXX ( attachment 4 ) which states our Total Loan Balance with Advances as {$630000.00}. It is not possible to have a current balance AFTER seven years of interest has accrued that is {$300000.00} lower than the original principal amount! Which just proves our point. We have tried repeatedly to explain there is simply a clerical error that needs to be corrected on the Deed-in-Lieu paperwork and possibly with the county records so that we can get past this and move on with our lives.
We have spoken to a real estate attorney. He has reviewed the documents and agrees that XXXX XXXX has indeed made an error that overstates the original principal amount on the Deed-in-Lieu which would lead to an escalation of debt forgiveness reported to the IRS. He directed us to file a complaint with CFPB so that you can help us get this resolved.
Thank you for listening and for your assistance.
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07/22/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
XXXX. During XXXX to XXXX, our mortgage was serviced by XXXX Bank. During this time, our mortgage was in forbearance under CARES Act for a 12-month period.
XXXX. We applied for and subsequently received an additional 90-day forbearance period, also through CARES Act rules.
XXXX. Without notification, on or about XX/XX/XXXX, XXXX moved the balance of the 12-month forbearance period mortgage payments to the end of the mortgage period, which I understand is referred to as deferral.
XXXX. On or about XX/XX/XXXX, our mortgage servicing was sold to XXXX XXXX XXXX ( XXXX ). We applied for and subsequently received an additional 90-day forbearance period under CARES Act rules with XXXX. The total 12 month + 3 month + 3 month CARES Act forbearance period should have expired on or about XX/XX/XXXX.
XXXX. During this time, it became apparent that XXXX, without written notice, had attached an escrow to our mortgage account. They began paying property tax bills and homeowners insurance premiums sometime in the summer of XXXX. We were not aware at first that they were paying these. Nonetheless, we continued to personally pay property taxes and homeowners insurance on the property throughout the forbearance period and to date. Overpayment balances exist on both our property tax account and our homeowners insurance account.
XXXX. We made several unsuccessful attempts to have the escrow reviewed with XXXX, but were not able to secure the review.
XXXX. Beginning with our XX/XX/XXXX statement, XXXX began to invoice us for {$1600.00} for escrow, and to include this amount in our monthly payment amount.
XXXX. We were notified on XX/XX/XXXX by XXXX that our Forbearance Plan had been continued for an additional 180 days and that no loan payments would be required during this period.
XXXX. We began making regular mortgage payments ( not including escrow amounts ) on XX/XX/XXXX and have made those payments each month, as due, up to and including XX/XX/XXXX.
XXXX. On or about XX/XX/XXXX, our mortgage servicing was sold again, this time to Nationstar Mortgage XXXX d/b/a RightPath Servicing/Mr.Cooper.
XXXX. Since that time, I have made numerous attempts to contact and get answers about the resolutions I am seeking. These included the following : a. Call to general number in mid XX/XX/XXXX. On the Call was a XXXX XXXX from XXXX XXXX that I located through CFPB. I was referred to XXXX XXXX, my loan XXXX. I was told XXXX XXXX would call me within 3 business days. He did not, or he called and left no message from a contact number unknown to me.
b. I emailed XXXX XXXX on XX/XX/XXXX, requesting relief as listed below, but received no response. ( See XXXX XXXX attached ) c. I emailed XXXX XXXX again XXXX XX/XX/XXXX and again received no response.
d. I called XXXX XXXX on XX/XX/XXXX and asked why he had not contacted me. I was told that it was company policy that ( he ) was not allowed to contact me by email.
e. I asked how to have escrow removed from my account. XXXX XXXX provided XXXX separate emails : i. one to verify homeowners insurance coverage ii. one to verify that we had paid all property taxes.
f. I sent those emails on XXXX and received only a in process response from the insurance verification site, but never any response with details to either email. ( See XXXX XXXX, attached, plus attachments, XXXX XXXX & XXXX XXXX, attached ) g. XXXX XXXX tried to connect me with a supervisor to handle other issues, but put my call on mute so that I could not be heard when supervisor picked up.
h. I called back to the general number and asked to have a supervisor call me, but nobody ever did.
i. I understand that NationStar/RightPath Servicing may intend to put my account into foreclosure, beginning that process as soon as XX/XX/XXXX.
j. On XX/XX/XXXX, I sent a Qualified Written Request to the address listed by RightPath Servicing to notify them that I am protesting the error amounts and the escrow on my mortgage. ( See Page XXXX, attached ) XXXX See also statements attached from XXXX plus Escrow history/partial from XXXX ( See Page XXXX, attached ) and statement from RightPath ( See page XXXX, attached ) and contact information for XXXX XXXX from RightPath ( See XXXX XXXX, attached )
|
05/11/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
Servicemember |
Hello.
My name is -- -- -- --.
I am An XXXX American and a XXXX XXXX XXXX.
I live at -- -- -- -- XXXX, XXXX XXXX California, XXXX.
My neighborhood is predominately XXXX American and low income.
In XXXX of XXXX i became unemployed due to the Civid stay at home orders.
I applied for Unemployment assistance and began to receive benefits in XXXX of XXXX.
I Currently have a Mortgage loan on my home with Nationstar Mortgage LLC ( Mr. Cooper ) XXXX. XXXX XXXX, XXXX, Texas, XXXX XXXX XXXX XXXX XXXX XXXX # -- -- -- -- -. The Loan property address is my home address.
As of XX/XX/XXXX my Loan term had 134 months to pay off the balance of {$61000.00} at an interest rate of % 6.875. My Monthly Principle and interest payment was {$980.00}.
In XXXX of XXXX I entered into a 6 month Forbearance agreement with the loan holder Mr. Cooper.
The agreement was that at the end of six months, my loan could be reinstated by one of three options offered by Mr. Cooper.
Option one was to repay the entirety of balance of the missed payments during the time of the forbearance. as of today that outstanding amount is {$16000.00}. this is for the time period from XX/XX/XXXX to XXXX of XXXX.
Option two would be to have the forbearance balance moved to the end of the loan term and financed.
Option three would be a loan modification in which the term, interest rate and monthly payments would be adjusted to a more affordable payment plan.
in XX/XX/XXXX at the end of the 6 month forbearance i contacted Mr. Cooper to discuss the options and restart monthly payments.
I Was told that option three was no longer available. i was advised to use option two and apply for a loan modification with Mr. Cooper.
In order to qualify for the Loan Modification, it was agreed that i would make 3 trial payments from XX/XX/XXXX to XX/XX/XXXX in the amount of {$750.00} for the months of XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX.
In XX/XX/XXXX, at the end of the three-month trial period i was told i was eligible for the Loan Modification and that Mr. Cooper would contact me to discuss and negotiate the terms of the Loan modification.
I contacted the Lender, Mr cooper every two weeks since XX/XX/XXXX and was assured the modification was being written and they would contact me soon to discuss the terms.
I received the Loan modification Documents by XXXX on XX/XX/XXXX.
I contacted Mr. Cooper by phone to discuss the terms and was told there was no room for negotiation of the Loan modification offer.
I Was also told i could not refinance this loan unless i paid the full Forbearance balance of {$16000.00} or accepted the current Loan modification offer as is..
I was told a refinance might be considered for lower interest rates after three to six months if i accepted the Loan modification offer as is and began making the new monthly payments of {$700.00}.
My first payment would be due before XX/XX/XXXX.
I was told the loan Modification offer must be signed and notarized by XX/XX/XXXX.
the loan modification offer has a pay off balance of {$69000.00} at an interest rate of % 6.875 for a term length oh 480 months.
My Complaints are ; 1. the offer from Mr. Cooper to have the forbearance balance moved to the end of the loan term was taken away without explanation.
2. the interest rates of the loan modification is much higher than current interest rates and a forty year term is unacceptable when prior to the 6 month forbearance my term was eleven years.
3. by taking the initial forbearance my credit rating was negatively impacted .Because of the drop in my credit score I can not refinance at current lower interest rates.
My goal was and still is to have full ownership of my home, Mortgage free within ten years.
I wish to continue to Live and retire in my home.
I do not wish to Sell my Home.
I feel the Nationstar Mortgage LLC XXXX Mr. Cooper ) Loan forbearance plan was predatory and has trapped me into a position where i can not refinance my home at and affordable interest rate and a reasonable term.
If not for the effect it had on my credit rating, i would qualify for a loan at or near current market interest rate levels.
The Loan Modification also does not have current lending interest rates.
|
09/25/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
|
On or about XX/XX/XXXX, we refinanced a mortgage with XXXX XXXX XXXX, the originating lender, broker, organized and existing under the laws of the State of Georgia, who recorded a deed of trust and note on XXXX XXXX XXXX XXXX, XXXX XXXX, NV XXXX, as a lein against property to act as security for payment. XXXX XXXX XXXX was working with its affiliate XXXX, XXXX XXXX XXXX d/b/a XXXX XXXX XXXX, or XXXX acting as a mortgage broker, banker, lender, or mortgage processor. It involved kickbacks among these companies.XXXX XXXX XXXX and XXXX XXXX XXXX were the mortgage brokers who took the loan application, Good Faith Estimate, HUD-1 Settlement Statement, Truth In Lending Disclosure, Appraisals, and other mortgage documents. This was a Predatory sub-prime abusive mortgage They charged very high origination broker fees, appraisal fees, and administration fees.
My complaint is XXXX XXXX XXXX was not licensed or registered to originate, lend or broker in the State of Nevada. XXXX XXXX XXXX, XXXX were unlicensed in the State of Nevada to do mortgages. Per the State of Nevada Department of Business and Industry Division of Mortgage Lending. They were operating illegally to process mortgage transactions, deed of trust, promissory notes and all the above mortgage documents. This may render all the above mortgage documents null and void. Unlicensed dealings in loans are prohibited : XXXX XXXX. These companies acted without malice to defraud, materially misrepresent, mislead, falsify and forge my signature on ( Good Faith Estimate, Truth In Lending Disclosure, Borrower Signature Authorization and Notice to the Home Loan Applicant ) mortgage documents causing Mortgage Lending Fraud NRS 205.372.. They are in Violation of the SAFE ACT Secure and Fair Enforcement of Mortgage Lending 2008 12 USC Chapter 51. For being an unlicensed broker, lender, and processor of mortgages. They have violated State, Federal and HUD laws Nationstar Mortgage is the current servicer of the loan and is attempting to do a wrongful foreclosure. We have been through 5 mediations over the past 11 years with XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX and Nationstar Mortgage. None of the above were able to give a loan modification, principal reduction, or short payoff. But the lenders and servicers continue to use deceptive, fraudulent business practices to violate our lending rights. They state that XXXX XXXX XXXX XXXX XXXX is the current investor of the loan, but they have an assignment from XXXX XXXX XXXX XXXX Nationstar Mortgage as the last assignment on record. There is NO assignment from XXXX XXXX XXXX XXXX XXXX to Nationstar Mortgage. Causing a cloud on the title. Nationstar Mortgage is in breach of contract, breach of the implied duty of good faith and fair dealings. There are multiple issues that have led to XXXX XXXX XXXX XXXX XXXX XXXX 's fundamental inability to foreclose on the underlying note via the recorded Notice of Breach and Election to Sell. These reasons include the fact that : 1 ) the Notice of Trustee Sale is deficient ; 2 ) the actions by multiple holders of the underlying note have caused issue to standing and authority to foreclose ; 3 ) the originating lender XXXX XXXX XXXX XXXX XXXX XXXX XXXX were NOT LICENSED or registered in the State of Nevada to record the deed of trust or note, underwrite, or process mortgages without first being licensed to operate under Nevada law and federal law. Violating the SAFE ACT, RESPA, and TILA laws. XXXX XXXX can not make MERS a nominee in this deed of trust if they were an UNLICENSED MORTGAGE BROKER in the State of Nevada. MERS assignment to XXXX XXXX XXXX XXXX XXXX is Void and XXXX XXXX XXXX XXXX to Nationstar Mortgage is VOID. MERS shows a MIN status of " inactive '' means that the debt has been paid in full. Mortgages are deactivated when you make all the payments but also when you refinance. In a refinance, the original loan is listed as " Inactive -- Paid in Full, '' and you get a new active loan with a new XXXX. Nationstar Mortgage is overcharging fees for property inspections, attorney fees, administrative fees, etc. on this loan, which allows them to increase the payoff to a substantial amount due for their benefit only.
|
09/12/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
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|
Web |
|
I lost my job back in XXXX of this year, I also have medical bills because of health issues, I asked Mr. cooper for a loan modification, they sent me paperwork to fill out, I filled it out and returned it, In XXXX I called to see how it was going, they said they never received it, they sent another packet, I filled it out and returned it. again never heard back from them until XXXX when I was getting behind on my payments, so again I had to ask how my application was going, then they tell me I had missing paperwork, even though ALL the paperwork was sent in the same time in the same packet. I mailed in the information again, a week later again half of what I sent in in the same envelope somehow disappeared, At this time I was told I had to put my loan number on every page. So I sent off for a third time the missing paperwork plus a new demand for a personal letter from me why I had no paystubs, for this I wrote the letter and faxed it from XXXX with a receipt that it was received by Mr. Cooper. Today I received a phone call from Mr. Cooper that my application was denied because of missing paperwork, paperwork I had sent three different times.
In addition to this, they have refused to accept partial payments, saying I needed to pay the full balance, then reporting me as being late when I could have probably kept current with partial payments, then another says yes I can make partial payments but they would go to an escrow account and not be placed on the books, then yet another call saying I was late on payments and that no i could make any payment at any time, My problems began two years ago after the hurricane when I was short on money because I had to fix my house to make it livable, I called Mr. Cooper and was told I was given a three month deferral, then in XXXX of 2018 I was told the agent shouldn't have told me that, that it was wrong, that Mr. Cooper does not do payment deferments, this was the first time I was given 90 days delinquent on my mortgage, Then I applied for a modification in 2018 Again I was told during the time of modification I did not have to make my payments until after the decision was made, that the payments would be put to the back of my mortgage, but they did not tell me it would also be reported as delinquent.
Every time I call and talk to Mr. cooper I am being told something different, that the person I talked to was incorrect, meanwhile my credit has been shattered by their " iNCORRECT '' information, and my mortgage payments have gone up almost 200.00 a month after my account was sold to Mr. Cooper, Before then I had a perfect payment history. During all this time I was never told refinancing my loan was an option, Only was told I could do a modification until two weeks ago I was asked why I hadn't done a refinance, I called Mr. cooper and they said I couldn't refinance now because I had late payments, " payments they wouldn't accept '' being partial payments and then possibly making another payment before 30 days past due, but now no other lender will refinance me because of Mr. Cooper and the way they do business, It almost seems they want me to default.
All of this is unacceptable, they losing my paperwork, giving me false information about payments, telling me I did not have to make payments and then placing me delinquent. This company has no business having a license when they can't even get on the same page, different agents contradicting the last agents, giving false and misleading statements that adversely hurt my credit, and now I can not even get a different company to take over a refinance because of the damage they have done to my credit. They are con artist and frauds, they say they will send me another packet ( FOURTH TIME ) for me to fill out, and I'm sure they will say again, part of it is missing Or will retaliate against me for having filed this complaint, they have never taken responsibility for the false and misleading information they have given me, only " im sorry, they were incorrect '' I have to believe I'm not the only person whos lives and credit they are destroying with their inconsistent information.
They also say this is an FFH loan, but no other lender is able to find it as such
|
03/30/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
|
My XXXX XXXX XXXX XXXX was sold/transferred to Mr. Cooper/Nationstar Mortgage in XX/XX/XXXX. I immediately researched the new company and discovered that they had agreed to pay a XXXX XXXX XXXX dollar fine to your organization as a result of unlawful servicing practices. I then contacted XXXX and advised them of the serious unlawful activity Mr.Cooper nationwide had engaged in and that I did not want to do business with Mr Cooper/Nationstar. XXXX advised they legally sold the loan service right and there was nothing I could do to change it.
Since that time Mr Cooper did not process the loan payment I sent, via US mail, on XX/XX/XXXX, for a loan Payment due on XXXX/XXXX/XXXX for {$2000.00}. I continued to review my online bank activity to see if the check had been processed in addition to placing repeated calls to Mr Cooper Nationstar. As a result Mr Cooper Nationstar, per their loan statement, charged a late fee of $ XXXX XX/XX/XXXX then waived the late charge on XX/XX/XXXX. As they legally could not charge a late fee during the 60 day transfer period. They have harmed me as late charges were printed on a loan statement that I would have to provide a new lender when attempting to get a new XXXX mortgage are displayed in error, their error. No one can tell me If the late charge recorded on their Mortgage Loan Statement will be reported to or placed on my credit file. My FICO Score is in the 800 's and I have never had a late payment ever. I contacted 5 different Cooper/Nationwide agents in an attempt to locate the check I sent or and update and no one had an answer. I was advised to write a letter to their Notice of Error/ Information Request/QWR Dept. I sent the letter on XX/XX/XXXX and Mr Cooper wrote back they would investigate and would advise me by XX/XX/XXXX XXXXThey have no computer based complaint system and require written letters to dispute or express any concerns.
Just to ensure I made a payment on my home loan and fearing negative consequence on my credit report, I electronically paid the payment on XX/XX/XXXX. I then received a new Mortgage Loan Statement displaying a payment of {$4100.00} Was due on XX/XX/XXXX On XX/XX/XXXX Mr .Cooper/Nationstar sent me a Mortgage Insurance Annual Disclosure Statement indicating that my transferred loan required Private Mortgage Insurance. I called Mr Cooper /Nationstar immediately @ the number they provided XXXX XXXX XXXX and advised the Cooper agent that my loan did not require PMI, and it has never had PMI stipulated as my XXXX ratio was low. I was advised that we, Mr Cooper/Nationstar send those notices to everyone. And I was advised to ignore the notice. I asked Mr Cooper agent to send me a statement indication that and none was sent. I do not have any XXXX requirement on my loan.
Then Cooper advised via a new Mortgage Loan Statement recd mid XX/XX/XXXX that my loan was up to date and my home loans payments were credited to XX/XX/XXXX and XX/XX/XXXX and my next payment was not due until XX/XX/XXXX at the normal payment of {$2000.00}. Wowsers. No one would or could explain why my loan payment ( check ) was not processed in a timely fashion.
Nothing has changed at Mr Cooper Nationstar even after the fine. No one I spoke to was aware of the giant fine imposed on the company for mistreating, cheating, lying to customers and causing harm.I take great pride in my hard earned Credit Score. Cooper could care less and I still do not know if their late payment, placed in print on my Mortgage Statement and in their error, has been reported as such. They sent me a document indicating that my Mortgage Loan required PMI when it did not. And my efforts to quickly resolve their error were met with apathy and zero concern.
Please advise on how your good office can resolve the malfeasance and potential fraud at this company. I am happy to testify and provide documents. And above all I should, as a consumer, be able to prevent a transfer of loan servicing to a company that has cheated XXXX plus customers and paid XXXX XXXX XXXX in fines. They created fear in our household based on their inept and careless business practice. Sincerely XXXX and XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX
|
06/13/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account status incorrect
|
|
Web |
|
XX/XX/XXXX Dear Sir/Madam : On XX/XX/XXXX, Nationstar Mortgage , LLC/Mr. Cooper filed a derogatory credit report with XXXX, stating that our previous mortgage on XXXX XXXX XXXX XXXXXXXX XXXX, LA XXXX, which we paid off on XX/XX/XXXX, was 120 days late before the payoff.
Background Prior to XXXXMr. Cooper, XXXX XXXX XXXX and Reporting ( XXXX ) was the servicer of the loan until about XX/XX/XXXX, when they informed us that Mr. Cooper would be the new servicer. We should add that the loan had been in a XXXX forbearance with XXXX since XX/XX/XXXX, and we were requesting an extension of the forbearance because of COVID related financial hardships.
In XX/XX/XXXX, we received communication from Mr. Cooper confirming that they were our new loan servicer ; when we asked about the status of our request for forbearance extension, Mr. Cooper stated that they were unable to act on our request because they did not yet have complete access to or visibility of our loan file from XXXX.
Mr. Cooper further told us that the best they could do at that time was to modify the mortgage loan, to which we agreed. In XX/XX/XXXX, Mr. Cooper informed us that XXXX XXXX would be our Single Point of Contact on the matter, and he would be sending the loan modification paperwork for us to sign and return.
Disappointingly, we did not receive the documents as promised, and when we would try to get in contact with XXXX, he would not respond to our follow-up phone calls ; when we would get other Mr. Cooper employees on the phone, they also would give us assurances that they would pass our messages on to XXXX, but XXXX remained unavailable, and the documents never arrived.
XXXX attitude made us anxious, and in early XX/XX/XXXX, we formally communicated our concerns to him see our letter attached. In late XX/XX/XXXX, we received a letter from Mr. Cooper acknowledging receipt of our letter of concern, and they promised again to address the outstanding matter no later than XX/XX/XXXX see their letter attached.
In XX/XX/XXXX, we received another letter from Mr. Cooper stating that our new mortgage plan would take effect XX/XX/XXXX, but we still had not received the mortgage loan modification plan or paperwork.
On XX/XX/XXXX, we paid off the mortgage to Mr. Cooper. Curiously, the XXXX report shows that XXXXMr. Cooper filed the derogatory report on XX/XX/XXXX. In their report with XXXX, Mr. Cooper states in the same breadth that the issue is resolved. To wit, we were not a party to such resolution, since we did not know there was an issue until we found out in early XX/XX/XXXX, via a mortgage lender, that our credit files contained a negative credit report. Our credit scores up to that point were good, and we had been preapproved for couple of mortgage loans.
As a result of the negative report, we lost a combined XXXX points on our credit scores and have since had to stand down from actively trying to buy our first home in Minnesota.
On XX/XX/XXXX, we apprised XXXXMr. Cooper about the situation and demanded they remove the negative report or give us a payoff clearance letter so we can file a dispute with XXXX.
On XX/XX/XXXX, we received an ambiguously worded response from Mr. Cooper stating that they can not remove the negative report because the loan was in default since XX/XX/XXXX (? ), and they have a responsibility to accurately report to the credit bureaus? We have since asked Mr. Cooper for clarifications, but received no response to date.
In view of the foregoing, we reported our dilemma to the Office of the MN Attorney General and asked for help. We have since received positive acknowledgement from that office, but they advise that we also file our complaint with your office since you are the proper authority.
We believe we have exercised patience and tried to resolve this matter between us and XXXX/Mr. Cooper without success.
We feel that XXXXMr. Coopers actions contradict the facts, and since we can not have them to make the necessary correction, we hereby request your help to make them do the right thing.
Thank you! We look forward to your prudent action.
XXXX & XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, MN XXXX Tel : XXXX
|
09/26/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Older American |
Nationstar D/B/A Mr. Cooper worked with a now defunct agency ( XXXX XXXX XXXX XXXX XXXXXXXX ) on my behalf to refinance my home loan. XXXX was under an XXXX era support system for home owners needing assistance with mortgage refinancing. Nationstar and XXXX worked out a refinance for my property to reduce my monthly payments. Nationstar added 45 years to my mortgage, this was not brought out or highlighted in the paperwork at the time. I signed the documents at the suggestion of XXXX and sent it to Nationstar. XXXX said that all previous payments to the original mortgage would be included in the refinance and that the loan would go forward from that point.
This was a fixed rate mortgage at 3.375 %, Nationstar changed the payment rate without notifying me causing my payments of {$590.00} to be lower than the new rate of {$640.00}. Nationstar did not notify me of any changes and that they had stopped taking my payments as they were only partial payments. This happened in XXXX of XXXX. In XXXX of XXXX Nationstar increased my interest rate from 3.375 % to 3.500 % again without any notification. During this time, they had begun foreclosure proceedings without any notifications. The first indication I had that the house was in foreclosure was when I was served with the court documents indicating that there was a sale date for my home.
I contacted Nationstar and they informed me that I hadnt been notified because they had a cease-and-desist order from XXXX. Both they ( Nationstar ) and I had stopped dealing with XXXX in XXXX when the refinance was completed. I tried to contact XXXX both by phone and email, but there was no longer any trace of the group. Any correspondence Nationstar had sent to XXXX would have been sent back to them and should have been an indicator that something was wrong. I had to send Nationstar a letter indicating that XXXX was no longer in business and that they needed to start dealing with me for all correspondence. When they started to deal with me is when I found that they had made the changes mentioned earlier.
I had to deal with their attorney XXXX XXXX XXXX ) who wanted {$8300.00} to reinstate my loan. This included the Total Payments Due of {$3900.00}, Late Charges of {$100.00}, Deferred Late Charges of {$92.00}, Escrow Advance of {$1000.00}, Recoverable Advance Balance of {$2200.00}, Outstanding Attorney Fees and Costs of {$300.00} and Next Payment Due of {$590.00}. These figures were from an email dated XX/XX/XXXX. The Next Payment Due of {$590.00} was the corrected amount after the interest and mortgage rates were returned back to the correct values from the refinance. The Total Payments Due of {$3900.00} was calculated from the incorrect interest and payment rates and should have been {$2500.00}. I consulted an attorney and their estimate of the fees should have been Total Payments Due of {$2500.00}, Late Charges of {$0.00}, Deferred Late Charges of {$0.00}, Escrow Advance of {$1000.00}, Recoverable Advance Balance of {$0.00}, Outstanding Attorney Fees and Costs of {$300.00} and Next Payment Due of {$590.00} for a Total of {$4500.00}. This is an over charge of {$3700.00}. I had to pay the full amount with some of it deferred to payments to Nationstar.
When I was following up with the XXXX XXXX clerk about the foreclosure, I found that Nationstar had never filed the refinance documents with the county and as far as I know they never signed them.
In summation, my complaint is that Nationstar D/B/A Mr. Cooper caused me great XXXX anguish and stress with their attempted foreclosure of my home. They did not disclose that my 30-year loan was suddenly turned into a 75-year loan. And that they, Nationstar, did not file the appropriate documents with my county of residence.
I have seen that there has been a financial settlement and I would like to know if I am due any recompence for my mental and physical anguish caused by XXXX handling of my account. My physical health has improved since I am no longer as concerned with the immediate foreclosure of my home. I still receive letters, texts and calls from real estate investors regarding the foreclosure.
Documentation is available for the above claims.
|
08/09/2019 |
Yes |
- Mortgage
- Reverse mortgage
|
|
|
Web |
Older American |
I am refinancing with a ready & approved mortgage loan from XXXX XXXX XXXX of my family home of 38 years. I have lived my entire life with my mother who recently passed away on XX/XX/XXXX, my children, and my XXXX XXXX nephew. I have done everything requested by the Reverse Mortgage company- Champion Mortgage and they approved accepting my mother 's Living Will back in XXXX of XXXX and suddenly when I am ready to close on the home and needing Champion to assign a FHA specialist/Appraiser they now are suddenly telling me I need the WILL probated. I was never told this in 7 months of speaking to representatives from Champion the will needed to be probated. It's on file as approved and excepted. They blamed their XXXX office not knowing the Laws of Illinois and an over sight and an opportunity for better training. This was stated to me from the Arizona office yet their VP/BOSS is out of the XXXX office that they have to speak to in regards to my issue. To me this is a run around and deflecting to their issues and not my neglect or inability to meet their requirements to purchase/refinance my family home. I have their letter that shows the will was accepted by their company and now suddenly I am forced into Probate. Though I have sadly a Foreclosure Court date this week on XX/XX/XXXX because they stalled on accepting my Letter of Intent to Purchase the home and now insisting the will be probated. My mortgage company- XXXX XXXX XXXX has approval by their title company that they will secure the title and Champion Mortgage is very disorganized and not educated on Illinois mortgage law in regards to will and securing a title. I have an affidavit of Heirship they accepted and I'm the only heir to the home and her estate. I am about to lose my home next week because of probate and I'm being strung along by Champion Mortgage who keeps changing their rules as the process moves closes to closing on the home. We're questioning whether they know Illinois law. And yesterday it went from Illinois law needing it probated to Champion Mortgage rules of needing it Probated. That right there suddenly changing the verbiage from " Illinois law '' last week to now yesterday XX/XX/XXXX " Champion '' requires it to initially only need the will notarized, I feel I am being XXXX, scammed, and played. and I done everything appropriately requested by Champion. Their employees are not competent and I have been misinformed through this whole process of Refinancing with a FHA loan from my deceased mother 's reverse mortgage. I choose to purchase the home with a refinance. 3 steps I needed to due for Champion to issue an FHA specialist/appraiser. # 1- Notarized Will, # 2- Letter of intent to purchase home back # 3- Proof of funds by a mortgage company. I met those requirements and when I am now ready to close on the loan, I was now told on XX/XX/XXXX the will needed to be probated. How does Champion Mortgage over look that for 7 months and 2 weeks before I am about to close on the loan this now an issue. Probate in Illinois takes up to 6 months to achieve and my home is going into Foreclosure and I will lose my home on Thursday XX/XX/XXXX and Champion Mortgage hasn't been willing or supportive in stopping any of this. I am to buy they home back at 95 % of the appraisal and I am going to lose my home because of Champion Mortgage mistake not mine.
I feel Champion Mortgage is taking advantage of the vulnerable elderly and their family by adding on unnecessary requirements that end up in " additional fees '' and the loss of their homes. I have been so mislead with wrong information given to me and it's now leaving me in foreclosure. I have a XXXX nephew I am guardian for. I am a single woman. And my children live in our family home of 38 years. I have been ignored, the rules changed, and completely wrong information given to me over the course of 7 months since my mother passed away, and Champion Mortgage requirements change every time I speak to someone new. They always place the blame on their XXXX office and lack of proper training yet they NEVER own up to their wrong doing and it forces the customer into playing fees, foreclosure, and loss of home.
|
08/02/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Older American |
I am an XXXX XXXX single XXXX female with a small income and I suffer from health issues. I have owned my home for almost 20 years, but I now fear that Mr. Cooper / Nationstar will take my home away no matter what I do to try and reinstate my loan. I have had extreme stress from Mr. Cooper 's actions, including a trip to the XXXX XXXX after talking to Mr. Cooper 's employees. My loan is currently in a pre-foreclosure status even though I have been trying to pay Mr. Cooper. My loan is a XXXX XXXX loan that originated in XXXX. It was assigned to Nationstar/Mr. Cooper on XX/XX/XXXX by XXXXXXXX XXXX XXXX servicer since XX/XX/XXXX ). It has been nothing but trouble dealing with Mr. Cooper since they took over my loan. My current balance is about $ XXXX, and my monthly payments are about {$480.00}. I fell behind on my mortgage due to costs of plumbing repairs around XX/XX/XXXX. I am experiencing frustrating and ongoing issues in obtaining a reinstatement quote so that I can pay and reinstate my loan. I have the assistance of a HUD housing counselor, and I have local financial assistance ready and available to help me reinstate my loan, but Mr. Cooper seems to be setting me up for inevitable lawsuit and foreclosure on my home. Here is a timeline of the events : XX/XX/XXXX Statement from Mr. Cooper shows balance of {$4400.00} XX/XX/XXXX Faxed release and authorization for HUD Housing Counselor and legal aid staff to communicate with Mr. Cooper ( XXXX ) XX/XX/XXXX Mr. Cooper quoted {$6600.00} as reinstatement figure over the phone ; stated emailed to borrower as well XX/XX/XXXX I completed submission to City of XXXX for financial assistance XX/XX/XXXX Mr. Cooper called me harassing me saying they would have me out of my home in 30 days, despite no foreclosure being filed.
XX/XX/XXXX XXXX XXXX XXXX approved funding a full reinstatement of my loan amount plus I secured {$480.00} payment from personal funds.
XX/XX/XXXX - Mr. Cooper quoted {$6600.00} as reinstatement figure over the phone, told me it was good through XX/XX/XXXX XX/XX/XXXX I mailed checks to Mr. Cooper from myself and the XXXXXXXX XXXX XXXX in the amounts quoted.
XX/XX/XXXX Mr. Cooper received payments per USPS XXXX XX/XX/XXXX Stamp date on checks entered by Mr. Cooper XX/XX/XXXX I called Mr. Cooper to inquire about application of funds. I was on a very long hold, and then I was hung up on by Mr. Cooper.
XX/XX/XXXX I went to emergency room from stress related to Mr. Coopers refusal to apply my funds.
XX/XX/XXXX I received a XXXX package from Mr. Cooper, containing the defaced, returned checks from XXXX and myself ( XXXX XXXX check ) ; I called Mr. Cooper and they stated I was short {$60.00}, so they were rejecting my payments.
XX/XX/XXXX I called Mr. Cooper for reinstatement figures and was told I would get reinstatement figures in 3-5 business days. I was also told they will be 15 day figures, not 7 day figures. I have yet to receive this.
XX/XX/XXXX I spoke with Mr. Cooper and they stated the reinstatement amount is now {$7600.00}, and it was good through XX/XX/XXXX and can only be cashier 's check or wire. I was very distraught because XXXX will not wire for less than XXXX XXXXXXXX and will not send out a cashier 's check.
XX/XX/XXXX Mr. Cooper quoted me a 24-hour reinstatement amount of {$7700.00}, {$50.00} more than the day before, and within the previously quoted time frame of XX/XX/XXXX expiration. I asked for an escalation contact at Mr. Cooper and they stated that my loan was already referred to foreclosure firm on XX/XX/XXXX XXXX XXXX XXXX XXXX. They also stated that XXXX XXXX requested a reinstatement via their portal on XX/XX/XXXX.
XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX Unproductive calls to Mr. Cooper that yielded no reinstatement figures TO DATE, I have no reinstatement figures from Mr. Cooper or LOGS ; The XXXX and I remain ready to pay, but no one at Mr. Cooper will cooperate in providing a reinstatement figure that is useful and will not work with me at all in accepting payment to bring my loan out of default. I feel that Mr. Cooper is purposely trying to foreclose on my home. I am sending a Notice of Error to them today.
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08/18/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My original mortgage was held by XXXX. In XXXX of XXXX there were delinquent payments on the mortgage, and I worked with XXXX to have the mortgage use an XXXX Flex modification option offered to me by the servicer to bring the loan current and eliminate all late fees. That program was completed in XX/XX/XXXX, at which point XXXX sent paperwork to have notarized, witnessed, signed, and sent back via XXXX ( tracking slips provided by XXXX ) - which would finalize the modification.
At this same time, another company, Mr. Cooper, acquired this account to service payments from XXXX. This is where the problems begin.
Since day 1 of servicing this loan, Mr. Cooper has not recognized the loan modification from XXXX. Mr. Cooper 's collections department report this account as still delinquent, and they have been aggressively attempting to collect on that debt through multiple phone calls a day, USPS mail, and more recently through home visits.
With each representative I speak with and explain the situation too, I was told " XXXX just hasn't got us the paperwork yet. Be patient. It will work itself out. '' In XX/XX/XXXX, I finally was able to reach someone who claimed to work for Mr. Cooper 's " escalation department '' named XXXX XXXX XXXX XXXX ; XXXX XXXX. XXXX told me that Mr. Cooper has no record of any modification existing, and asked me to email in any paperwork I had. I did so, and XXXX confirmed receiving the paperwork. He stated they will work with XXXX to resolve ; that the process would take approximately 30 days ; and that Mr. Cooper did intend on honoring the modification. XXXX has stated that the delay in completing this modification is with XXXX providing documentation.
I have made payments on the mortgage each day since the modification in accordance with that agreement. In XXXX of XXXX, Mr. Cooper removed my ability to make online payments, and their phone staff started reporting they could not take payment either.
I contacted XXXX concerning this, and he said that it is standard procedure, and will work itself out when the modification is completed. I asked if then we could have collections ceased, and he did not have the ability to do that.
As of the date, I am filing this complaint, none of these issues have been resolved. If anything, the collection efforts have become much more zealously aggressive with home visits to hand demand letters suggesting we should retain an attorney. On both occasions, they were handed to third parties who happened to be in the home - a pet sitter, and on another occasion - someone attending a birthday party we were hosting. It's embarrassing.
I still get multiple calls from Mr. Cooper 's auto-dialer a day.
When I do answer, it turns into a 40-minute conversation to explain the same story. While XXXX and every rep I talk to claims to " make notes '' about the status of this account, every rep seems to be unaware of anything when they call. Some are downright rude and condescending to me. But once they do get information, and usually, after being on hold for an extended time, I am just told " give it two more weeks '' or " give it another 30 days ''. Nobody can do anything more. I have asked repeatedly every rep to remove me from collections, as Mr. Cooper is very aware there is a modification on this account - and I am told they will not. I am not a legal expert, but this feels like an outright and vagrant violation of the FDCPA to not do so.
Mr. Cooper has not filed a XXXX XXXX yet, but with how disconnected they seem to be internally within their company, I suspect it will happen at some point.
I am filing this complaint because I think 9 months is an excessive amount of time to work this out, and I see no end in sight. I am powerless to do anything and afraid I am going to lose my home over a paperwork issue. I am also tired of the harassment from their collections department.
I just want my prior modification recognized per the agreement with XXXX, with all-new late/administrative charges Mr. Cooper has added removed, and allow me to continue paying my loan ( which I have the ability to do so ). I don't think this is an unreasonable expectation.
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11/03/2021 |
Yes |
- Mortgage
- Other type of mortgage
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Web |
Older American |
Re : XXXX Complaint against Mr. Copper Loan No. : XXXX Mortgagee : XXXX XXXX XXXX XXXX XXXX.
Property : XXXX XXXX XXXX XXXX NY Dear XXXX XXXX XXXX XXXX XXXX : My complaint relates possible substantial overcharging, lack of cooperation, failure to communicate, and total lack of professionalism on the part of Mr. Cooper.
I sent a letter dated XX/XX/2021 asking for a response for three questions ( a copy of the letter is attached ). I have not received a substantive response.
BACKGROUND We had the above referenced mortgage with Mr. Cooper for a multi-family apartment building in XXXX. The loan came into default during the pandemic due to Mr. Coopers incompetency.
We requested and were granted a three-month moratorium on the payments because the tenants stopped paying rent. We requested another three months and made repeated calls to the service line to inquire as to the status of the request. Over a three-month period, we were told that the request was being evaluated. Finally, without being given an answer about the extension Mr. Cooper started a foreclosure action against the us.
We worked out an agreement with Mr. Coopers law firm and paid a substantial penalty for late fees, penalty interest and legal fee. Attached is the agreement.
We refinanced the mortgage and had a closing on XX/XX/XXXX. During the refinance we were charged {$36000.00} Question 1 ) We did not understand what the charge was for. We were told it was for the three payments for which we were granted the moratorium. But according to our calculation, the three month of payments should have been substantially less.
Question 2 ) At the closing we had to pay an interest penalty to the XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX of {$1700.00} because Mr. Cooper failed to make tax payments of XX/XX/XXXX and XX/XX/XXXX. We requested reimbursement of the money. Mr. Cooper has not given us a satisfactory response.
XXXX XXXX XXXX XX/XX/XXXX Question 3 ) Following the closing we thought we were also overcharged two mortgage payments of {$8200.00} totaling {$16000.00} The payoff letter included payments for XXXX and XX/XX/XXXX. We made the monthly payments prior to the closing so that we would be current and expected that the payments would be refunded. When we called Mr. Cooper asking for the refund we were stonewalled. No one knew anything.
THE COMPLAINT After XXXX XXXX called Mr. Coopers service department on several occasions asking for an explanation of the above questions, she was transferred to various personal all of which said something was wrong but never receiving an answer.
I wrote the attached letter dated XXXX XXXX to Mr. Cooper asking them to set forth in writing a response to my demand for an explanation of the charges. I specifically wanted a written explanation so that I could study the calculations in the response.
In accordance with their usual incompetency, Mr. Cooper responded to my letter by sending the attached printout of the loan payment history. The printout memorializes the payment of {$36000.00}. But does not explain or breakdown the payment. There was no response to questions 2 and 3.
Our request remains the same. We want a breakdown of the {$36000.00} payment, because I believe Mr. Cooper charged penalty and interest, related to the foreclosure for which they were already paid. If they charged fees, penalty and interest related to the three month moratorium then the charges are probably illegal based upon the governors orders.
We want Mr. Cooper to reimburse us the {$1700.00} interest charged to us by the XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX because Mr. Cooper did not make the tax payments and we want reimbursement of the XXXX and XXXX payments Dealing with Mr. Cooper is terrible. Some of the continuous issues we had are that they continually charge late fees even though they are timely wired payments, unknown charges often appear, their lack of competency in providing us an answer to our request for an extension of the moratorium cost us substantial money from our savings to pay the interest, penalties and fees to stop the foreclosure.
Sincerely yours, XXXX XXXX XXXX XXXX. XXXX XXXX XXXX XXXX XXXX.
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03/01/2023 |
Yes |
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Web |
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In XX/XX/XXXX I started a 12 month forbearance plan due to having trouble paying my mortgage due to the covid-19 pandemic. XX/XX/XXXX I was approved for a loan modification ( 3.125 % ) and partial payment. I received the documents and at the same time, XXXX was determined that I was eligible to get foreclosure assistance due to the covid pandemic. I called Mr. Copper and asked if I should do the modification first of allow the relief funds to go through first. I thought that once the {$30000.00} payment from XXXX went through, the amount that I owed would go down and therefore the payment would be different. The Mr. Cooper representative agreed so I waited until the {$30000.00} in funds went through before signing the final loan modification paperwork.
Immediately after the XXXX funds were received, Mr. Cooper said that I was no longer eligible for a loan modification due to my loan being current. I could start a new one but it would be at a significantly higher interest rate.
I filed a complaint with the CFPB on XXXX ( # XXXX ) because I felt as though Mr.cooper/XXXX should honor the terms of the loan modification that I was approved for. XXXX I received a phone call from a lady named XXXX that had good news that they accepted the original terms of my loan modification and I would be receiving the paperwork in the mail shortly to sign. Once I got the paperwork, there were a gambit of numerical errors that I felt were meant to pull the wool over my eyes and be incredibly deceitful but after some back and fourth, I finally received the proper documents. I signed the documents XXXX and they were counter signed on XXXX. I have attached the counter signed documents showing that my new monthly mortgage payment would begin XXXX and it would be {$1700.00} and have an interest rate of 3.125 %.
I called and emailed in both XXXX and XXXX to attempt to make my payment but they were only able to book loans 1 day each months and everything was good. I received a call on XXXX stating that I needed to submit {$5500.00} for XXXX, XXXX and XXXX payment. I said that I did not have {$5500.00} and I was told that in that case, I would need to do a new modification. At that point, the average interest rate was 7 % rather than the 3.125 % that I was approved for twice. I filed a 2nd CFPB complaint on XX/XX/XXXX ( # XXXX ).
According to the response, I needed to pay the {$5500.00} for the loan to book. Which is untrue. I have attached the countersigned loan documents and they state that the interest rate changes XXXX and the loan modification is in effect at the time the modification is countersigned which was XXXX.
I was going to continue to fight this with Mr.CooperXXXX however XXXX in XXXX, I received a letter from XXXX saying that I may be eligible for pandemic mortgage relief. I emailed the group at XXXX to make them aware that the modification should already have gone through, however, since they were being difficult, I will be receiving additional funds from XXXX to cover what was originally asked and I expect that everything should be squared away once those funds are received.
The XXXX deposited {$27000.00} on XXXX Mr. Cooper and XXXX are still refusing to move forward with my load modification that I have been approved for TWICE already. They are stating that the loan modification was not booked/completed due to me not making the {$5500.00} in payments in XX/XX/XXXX. I refuse to make any payments at all until I had a valid invoice/statement with the correct interest rate and Mr.Cooper/XXXX is saying that XXXX need to pay {$5500.00} to be able to be given documentation with my interest rate that I was already approved for.
Please review the countersigned notarized document by myself as well as the vice president of XXXX mortgage. My expectations would be that my interest rate be lowered to 3.125 % and since there has been a {$27000.00} payment from the HAF, I would assume and expect that my monthly payment would be lower than {$1700.00} that was previously quoted. The loan modification document states that as of XX/XX/XXXX ( regardless of any payments ) my interest rate will be modified to 3.125 %.
Thank you.
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10/17/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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During the process of selling my home, I received a notice from our attorney on XX/XX/XXXX stating that XXXX XXXX found a " Title Defect '' on my property.
XX/XX/XXXX Mortgage Recorded XX/XX/XXXX Book XXXX Page XXXX with XXXX County State of New York Lender XXXX XXXX XXXX XXXX XXXX XXXX Assignment of mortgage dated XX/XX/XXXX Assignor : XXXX XXXX XXXX successor by merger to XXXX XXXX XXXX XXXX, XXXX Assignee : Nationstar Mortgage, LLC Recorded XX/XX/XXXX Book XXXX Page XXXX with XXXX County State of New York Note : Assigns the mortgage above at XXXX Mortgage Satisfaction dated XX/XX/XXXX Lender : XXXX XXXX XXXX successor by merger to XXXX XXXX XXXX XXXX, XXXX Recorded XX/XX/XXXX Book XXXX Page XXXX with XXXX County State of New York Note : The above mortgage recorded in XXXX as assigned by XXXX was incorrectly satisfied by XXXX XXXX XXXX successor to XXXX XXXX XXXX XXXX, XXXX instead of the holder of the loan, Nationstar Mortgage LLC. Nationstar is now doing business as Mr. Cooper XX/XX/XXXX I contacted, via email, Nationstar Mortgage dba Mr. Cooper and explained the situation asking that they correct the filing as soon as possible prior to the scheduled closing date of XX/XX/XXXX.
XX/XX/XXXX I contact, via telephone, Nationstar dba Mr. Cooper and spoke to a representative who stated I needed to send an email to XXXX. I did this. I received no response.
XX/XX/XXXX I sent in another email, I also called and spoke with a XXXX who stated I should fax the information to XXXX. I did this. I received no response.
XX/XX/XXXX I called again and spoke with a XXXX and also a XXXX XXXX claim the satisfaction was filed correctly. I asked for the escalation department telephone number so my attorney and I could call together and explain why the satisfaction was filed incorrectly back in XXXX. I was disconnected. I called back and was told that the department that handles this type of situation does not accept incoming nor do they make outgoing calls. I sent another email.
XX/XX/XXXX @ XXXX an unidentified representative from mr. Cooper called stating the satisfaction was filed correctly, and when I tried to explain why it wasn't I again was disconnected.
XX/XX/XXXX @ XXXX I went online and did a virtual chat with a XXXX. She stated that a request is into Lien Release Department to correct the problem and I should wait 7 business days for a response. I did not receive a response.
XX/XX/XXXX I was able to close on the sale of my property however I had to sign an Undertaking and Indemnity statement saying I would have the title defect fixed.
XX/XX/XXXX. I called spoke with a XXXX who again reiterated that the research department is an internal department that does not receive or make outside calls. She put me on hold for 20 minutes and I again was disconnected.
I called back and spoke with XXXX, who stated that always have calls " drop '' so he took my number to call me back in case the call dropped. It did, and he did call me back. He advised that an order had been placed for the correction to be filed with XXXX County, State of New York and told me that this order was placed on XX/XX/XXXX and does not know why is has not been executed yet. he sent in another request to have the satisfaction filed in XXXX amended.
XX/XX/XXXX XXXX I called and spoke to XXXX XXXX she was not very helpful at all and said she would send in another request into the Lien Release Department XXXX She took my telephone number to have someone from that department call me. No one has.
It is now XX/XX/XXXX - I have not received the corrected filing, I spoke with the XXXX County Clerk and they have not received an amendment request.
The XXXX XXXX XXXX is withholding funds from my closing until I get this situation with the incorrect filing of the satisfaction from XXXX corrected., stating that the defect '' will remain on the title even though the entire mortgage was satisfied when I sold the property XX/XX/XXXX.
I am getting nowhere with Nationstar dba Mr. Cooper and I do not think it is right that I am being held financially responsible for the mistake they made in the first place back in XXXX when I refinanced my loan.
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07/27/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
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In XXXX of XXXX, my pandemic relief ended with my mortgage company Mr.Cooper. At that time, I was still not working full time and would continue to need assistance with making my mortgage payment. I was instructed to apply for a modification that would decrease my monthly payment to an amount I could afford. I began that process. To enter and remain in that program to be considered for the loan modification, from XX/XX/XXXX to XX/XX/XXXX I was asked to submit several documents including but not limited to pay stubs every month from October 2021-February 2022, child support order twice, divorce decree, food stamp order twice, IRS history from past 3 years, explanation from my childs father as to why he was not paying child support and other miscellaneous documents. I submitted all documents requested on time by uploading them into a portal on Mr.Coopers website. Several times I reached out to XXXX XXXX, who was my XXXX modification contact person. I spoke with him one time only around XXXX of XXXX. I was never able to speak with him again, nor was he available when representatives reached out to him internally from the company. I had so many questions I needed answers to because the process was becoming tedious and I was never told yes I was approved or no I wasnt approved to lower my monthly mortgage payment. In XXXX I went to check on the status to see if they would finally make a decision only to find the portal where I submitted approximately 50 documents from XX/XX/XXXX was gone. I was unable to access any of them. I called Mr. Cooper to speak with XXXX XXXX and was unable to speak with him. Only information I was given was that the case had been closed. At that time, I was several months past the end of the pandemic relief plan and now Mr. Cooper via XXXX XXXX was asking for over {$20000.00} dollars or my house would go into foreclosure. I then called Me.Cooper again to ask about what was going on and why did I receive that letter when I was in a process of working out something to get my mortgage payment at a price I could afford. The representatives at that time knew nothing about the letter XXXX sent. Once again, Mr.Cooper representatives and myself attempted to contact XXXX XXXX by phone on separate occasions they both were unsuccessful. I then spoke with a representative again and told her what was going on and she was so apologetic about everything. She spoke with her manager regarding my case/complaints and her manager was appalled. They both relayed the message that it was no need for me to have been submitting information from XX/XX/XXXX to XX/XX/XXXX without a solution or resolution. They then within 30 minutes approved for me to be placed into a loan modification that I would qualify for. Once I received the paperwork and scheduled a notary to sign for that modification, I noticed my interest rate had increased. I called Mr.Cooper and spoke with a representative in XX/XX/XXXX that assured me that I could resubmit and qualify for a modification that would allow me to remain with my original interest rate. That representative instructed me to cancel that notary and wait until I received another packet to sign that would reflect my original interest rate. She told me it would be a couple of months before I would receive those documents .Never received those documents. Called Mr. Cooper back again XX/XX/XXXX because I hadnt heard or received paperwork to sign but I did receive a letter taped to my front door from XXXX XXXX. Mr.Cooper representative knew nothing about XXXX XXXX correspondence with me. This is when Mr.Cooper informs me that I was misinformed by the representative that told me I could keep my original interest rate and that request has not been processed. Now Im several months behind Im being told by Mr. Cooper and need to pay this money to process my loan modification. Ive been confused, mislead, misinformed, threatened with foreclosure, dismissed, and have suffered many sleepless nights and horrifying days when speaking with some employees because of conflicting information about my account and them not being able to give me the correct information on several occasions.
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08/27/2021 |
Yes |
- Mortgage
- Other type of mortgage
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- Struggling to pay mortgage
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Web |
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In XXXX of 2020 I called my loan servicer, Mr. Cooper ( actual name of the company ), and was immediately granted Pandemic Forebearance. On XX/XX/2020 I called with several questions re how the Forbearance would work. I was told by the Mr. Cooper agent that the Forbearance covered XXXX thru XXXX at that point and my not being current did not matter, I was now " protected. '' I was only past due for the XXXX and XXXX payments at that time and concerned about being able to pay before the last day in XXXX to avoid being 90 days delinquent. Again the agent told me not to worry, that Mr. Cooper " wanted to help during these trying times. '' Throughout my 16 month Forbearance I stayed in contact with Mr. Cooper to plan for what came after my Forbearance ended. For several months I was assured by agents I would be offered a Deferment. On almost every single call, I was given conflicting information from the call before. Transferred to many extensions with those agents confused as to why I had been transferred to them. Many times disconnected after waiting on hold up to one hour or more. Never once was my Single Point of Contact, as listed on mailed correspondence, available to speak with me.
I've kept very detailed notes with names and dates if these are needed later.
Although my mortgage is not Federally backed, from the time I was granted Forbearance up until this past XX/XX/XXXX when my Forbearance ended, I was told that Mr. Cooper is " following the guidelines of the CARES ACT. '' Unfortunately, their following those guidelines ended when my Forbearance ended. I was not only denied a Modification because I was not current on my loan at the onset of Forbearance and because my equity is not low enough, but also denied the Deferment because of not being current. My lender is only offering a Short Sale or a Deed in Lieu. My lender would rather Foreclose on my home of 25 years than to extend Deferment because of 2 past due payments. This is especially hurtful since I had been assured since the beginning by several Mr. Cooper agents that my being behind did not matter. If I had been given accurate information in XXXX of 2020, I would have delayed asking for Forbearance until I could borrow money from family to get current.
I have sent letters, emails, and Messages through my Mr. Cooper online account asking for help to avoid Foreclosure. I've made suggestions such as my paying a lump sum of the two months I was delinquent in order to be considered for Deferrment. I've asked for a Balloon Payment to be added at the end of my loan. No help is forthcoming.
Yesterday received an email response to my latest plea for help. It was from a loan executive at Mr. Cooper and again contained misinformation. Most distressing is that in regards to my informing them that on XX/XX/2020 their agent ( I stated the name, his location and exact words ) told me my not being current did not matter and that the Forbearance covered XXXX thru XXXX, the loan executive told me that could not be verified because the phone recordings had been " purged ''. I responded today by email letting him know I would be filing a complaint with the CFPB. I also included a lengthy account of all the misinformation I'd received from Mr. Cooper and again asked that they contact my lender on my behalf and ask them to work with me to keep my home.
I am a XXXX year old woman on XXXX XXXX. This has been my only home for 25 years. I am extremely stressed and can not eat or sleep much over the thought of losing my home. I am only asking for help and what is fair. Why would anyone Foreclose on a home when someone was not in Foreclosure at the time Forbearance help was offered?
I have contacted CalHFA and am hoping to be eligible for their HAF program when the Treasury approves the plan they have submitted. Mr. Cooper has informed me that I will start to receive Foreclosure notices after XX/XX/XXXX. I truly hope my lender reconsiders and broadens their guidelines to include everyone who received Forebearance. I wish my loan was Federally backed so I would not have to be going thru this.
Thank you so much for your help.
Sincerely, XXXX XXXX XXXX
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06/01/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Older American |
In XX/XX/XXXX I was notified by the company I worked for that they would be closing their doors and going out of business in about 2 weeks. At the same time our mortgage company raised our payment twice in the same month. increasing it by about 75 %. we called and told them what was going on. we were instructed to apply for a modification which we did. they kept sending us letters requesting more information. this occured about once a month. we would send it and the next month they they would ask for more most of the time it was the same stuff. when we first talked to them we asked if we could continue making our regular payments until we got it straightened out, we were told no because it a partial payment and they did not accept partial payments. we received a letter in late XX/XX/XXXX or early XX/XX/XXXX informing us the modification had been denied because some information had not been received. we called them about it.and was told to reapply. we did immediately. And the process started all over again every month a request for more information and always the same stuff we just sent them the month before. We would call and one person would say. they didn't get it we could call the next day and they would say they didn't get it and so we would send it again.after a few months we got another letter saying they were denying it again an they told us to reapply again. and again every month requests for information that we had already sent over and over. In XX/XX/XXXX we were served with foreclosure papers, we immediately called to find out what was going on. we were told " '' JUST IGNORE THEM, THEY SOMETIME DO THAT. '' '' WE continued to ge more requests for information ( the same stuff over and over ) on at least 2 other occasions we asked about the foreclosure and was told " '' DON'T WORRY ABOUT IT IT HAS BEEN TAKEN CARE OF. '' '' On around the XX/XX/XXXX a real estate investor stopped at our house and wanted to talk to us about stopping the foreclosure. We told him we didn't know anything about it and told him what was going on. the first thing he told us was that what the are doing is called DUAL TRACKING and he explained to us what it is. we had faxed them another modification application in XX/XX/XXXX one person told us they got it another said they didn't. in XX/XX/XXXX we called to find out what was going on and was told they didn't receive the fax. we told the person we talked to about all the faxes we had sent to them. this person told us not to fax anything because THEIR FAX MACHINES HAVE NEVER WORK PROPERLY. She told us to send it by mail with a tracking number. we sent it certified mail with a return receipt that was on XX/XX/XXXX, it was signed for on the XX/XX/XXXX at XXXX XXXX. we called the next day but was told it hadn't been received. we informed her that it had been signed for the previous day. and she acts real surprised and says OHH HERE IT IS. she said she would have it entered into the computer. we called the next day and was told they had never received the information. we told them about it being signed for and was told that it wasn't and that we must be mistaken. We contacted a HUD counselor and my wife and her called them together the counselor immediately caught them in a couple of lies and she called them on it. they kept referring to it as the loan modification and not a modification review. leading us to believe it had already been reviewed and awaiting approval. they have asked for another application but told us they have to have it by the XXXX. when I lost my job I had to take an early retirement because of my physical restrictions I was unable to find a job. my wife is XXXX and can not work. We do not want to lose are house we are in are XXXX 's and moving would be a terrible hardship on us especially on my wife it has already caused so much stress on her that from XX/XX/XXXX until no she has lost so much weight she went from XXXX to XXXX. I know there is a lot that I haven't included but it will come out later. I have attached the conformation sheet from the fax in XX/XX/XXXX and the receipt for the certified letter in XX/XX/XXXX. Thank you for your time
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03/10/2021 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
I purchased my residence in Fall of XXXX through the XXXX XXXX XXXX and my loan was packaged and sold to Mr. Cooper immediately following. Mr. Cooper 's parent company serviced my previous mortgage without issue. Mr. Cooper 's capacity for servicing my mortgage have been the opposite.
Beginning on XX/XX/XXXX I paid a partial payment of {$1800.00} towards my next month 's loan amount. It was misrouted by Mr.Cooper to additional principal. It took multiple phone calls to have this corrected, with the funds reapplied to a partial payment, but instead of being applied to the total amount, they were held in unapplied funds.
On XX/XX/XXXX I had to call multiple times to address additional principal payments which had not been correctly applied and have them backdated to the correct date with the additional interest that had accrued to be removed. This was done and {$88.00} of interest was credited back.
On XX/XX/XXXX I paid {$1600.00} towards additional principal and Mr. Cooper misrouted it to a partial payment. It took multiple phone calls to have this fixed.
On XX/XX/XXXX I paid {$1900.00} towards a partial payment of my mortgage and Mr. Cooper completed the transaction correctly and then reversed the transaction and misrouted it to additional principal. After multiple phone calls they fixed this back, only to immediately 'un fix ' it Six changes were made to my account without permission as they transferred the money back and forth, reversing charges and incorrectly applying them.
On XX/XX/XXXX I paid {$1900.00} towards a partial payment of my mortgage. Mr. Cooper incorrectly routed it to additional principal. It took multiple phone calls to resolve this. Five changes were made to my account without my permission again as they transferred the money back and forth.
Mr. Cooper 's website provides four options for payments : 1. Full Payment 2. Principal-Only Payment 3. Escrow Deposit 4. Partial Payment I have spoken to numerous escalation representatives, as well as the Executive Resolutions Team Manager, and their AVP of Escalations. The explanations I have received vary each time : 1. It is user error, you are selecting the wrong payment method ( Incorrect ).
2. We set up your hierarchy wrong. ( Hierarchy is the back end book keeping ). We accidently set you at a ( Pay 6 months in advance before anything goes to additional principal / Pay 2 months in advance before anything goes to additional principal / Pay the total for the month and then anything else goes to additional principal ) 3. The person before me set your hierarchy wrong. I'll fix it.
4. The person before me did not correctly set your hierarchy, I'll absolutely fix it.
5. Our system gets confused by partial payments, you should only pay the full amount.
6. You should give us access to your bank account and we'll go ahead and take money out twice a month for you.
Now why does this matter? Had I not been staring at my account constantly, checking every payment, I would have been late in making no less than three monthly payments in a six month period. Even though I was paying additional amounts towards my mortgage and paying early, I was logging back in to find that the amount due was not reducing, or the payment was not being correctly allocated. Worse, after making a payment and verifying, it would be changed multiple times without my permission.
Had I been delinquent in these payments, my security clearance would be subject to review. My job, with the US Army requires a TS clearance and I would lose my role and position.
I have exhausted all available resources both internally and externally with Mr. Cooper, and with with nearly 20 instances of banking malfeasance on their part, I spend upwards of 3-5 hours on the phone every two weeks fixing their issues.
Moreover, while I am not being 'punished ' for early payments, my money is sitting in unapplied funds, not paying off the loan amount. While this may be Mr. Cooper 's policy, my loan was agreed through the XXXX XXXXXXXX XXXX, and they have not had any issues with this prior, so even when I make payments, they are not properly reducing my total amount.
|
10/21/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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There are three separate companies involved in this complaint : XXXX. Nationstar Mortgage XXXX Mr. Cooper XXXX. XXXX XXXX XXXX XXXX XXXX XXXX. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX received from XXXX XXXX XXXX XXXX XXXX stated that Nationstar Mortgage XXXX Mr. Cooper would start receiving payments for my mortgage on XX/XX/XXXX.
On XX/XX/XXXX I spoke with a representative of XXXX XXXX XXXX XXXX XXXX, requesting that my escrow account be closed. I was informed that my escrow account would be closed as my XXXX was paid down. On XX/XX/XXXX, I received a letter from XXXX XXXX XXXX that my PMI account could not be closed because I do not have XXXX. I never asked or requested anything about PMI, only to close my escrow account so that I can pay my own property taxes and insurance.
My XX/XX/XXXX XXXX & I only payment was sent to XXXX XXXX XXXX XXXX XXXX via XXXX XXXX pay on XX/XX/XXXX. Not only was my XXXX payment paid before the due date, it was more than the payment amount due..
Nationstar Mortgage XXXX Mr. Cooper received multiple phone XXXX from me, even on XX/XX/XXXX. After being given information by phone ( female ), to where I could send correspondence for closing my escrow, a gentleman stated, I should have not been given that information, as my account had not yet been onboarded.
Nationstar Mortgage XXXX received my XX/XX/XXXX Principal and Interest, Only payment in the form of bill payment from my bank, as I have paid XXXX XXXX XXXX for XXXX XXXX XXXX. My loan account with XXXX XXXX XXXX, aka XXXX XXXX XXXX XXXX XXXX was current and has been for over XXXX years.
Nationstar Mortgage XXXX received my XX/XX/XXXX Principal and Interest Only payment on XX/XX/XXXX, by money order. The money order specifically shows what the payment is for. Nationstar Mortgage XXXX applied the payment somewhere else.
Several conversations with XXXX XXXX ( XXXX Customer Relations ), did not resolve all of my issues and concerns. Though I received my payment history, and XXXX XXXX acknowledged that she could see how my payments were made ( XXXX payments each month, on the same day, via bill pay ), my XXXX, XXXX and XX/XX/XXXX Principal and Interest only payments were misapplied.
XXXX XXXX also acknowledged that my escrow account was to be closed and I was to receive a refund of {$3400.00}. I received a letter from Mr. Cooper reflecting that as of XX/XX/XXXX I would be responsible for my taxes and insurance, and my escrow account would be closed.
On XX/XX/XXXX Mr. Cooper would no longer receive my mortgage payments, as my loan was being transferred to XXXX XXXX XXXX XXXX. I informed XXXX XXXX there would be no need for me to send my XX/XX/XXXX Principal and Interest only payment to Mr. Cooper, since my loan was no longer being serviced with the company, On XX/XX/XXXX I received a letter from Mr. Cooper which reads " my loan was paid in full in the process of cancelling escrow ''. they were unable to cancel the escrow on my account.
XXXX XXXX XXXX XXXX claims that they have not received my XX/XX/XXXX payment, however, I have provided proof that my Principal and Interest, ONLY payment was mailed, received and cashed.
XXXX XXXX XXXX XXXX is now harassing me with threatening correspondence and billing statements, as though I am in default on my mortgage.
Neither Nationstar Mortgage XXXX Mr. Cooper, nor XXXX XXXX XXXX XXXX XXXX along with any of its entities are recorded as mortgage lenders, financer, etc. on my property deed.
XXXX XXXX XXXX is recorded as of XXXX and the company " changed its name '' to XXXX XXXX XXXX XXXX XXXX in XXXX. The correspondence still went to the office in XXXX XXXX, FL, therefore I did not feel the need to question if my payments were going to the right company.
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, severely misapplied my mortgage payments, based on the payment history I received, and the principal only payments I have made in the past.
My mortgage loan is not behind. It appears that because I have been paying more than the payment amount due, as well as paying down my principal, someone is fraudulently attempting to steal my home.
|
02/08/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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I refinanced my mortgage in fall XXXXMr. Cooper ended up with it as of XX/XX/XXXX. My Local Improvement District Bill was due XX/XX/XXXX for the quarter. Mr. Cooper did not pay this bill. I received a second notice for the bill in XXXX of XXXX and I called Mr. Cooper customer service. The agent assured me it was going to be paid. On XX/XX/XXXX I recieved my first delinquency bill with a {$7.00} late fee attached. I called again and was told it was being handled. On XX/XX/XXXX I still hadn't recieved an update so I called AGAIN and was directed to email XXXX a copy of the bill which now totaled {$380.00}, so I did just that. On XX/XX/XXXX I recieved a generic email back saying they needed the scan again. I sent it. On XX/XX/XXXX they sent a letter stating : " We received your inquiry on XX/XX/XXXX. Thank you for providing a copy of your delinquent Local Improvement District Bill showing an outstanding assessment of {$7900.00}, with a minimum total due of {$380.00} on XX/XX/XXXX. Typically, special assessments resulting in these types of bills are the responsibility of the homeowner. However, your request has been forwarded to our Tax Department to determine if we can disburse payment for the minimum total due. If so, the activity will reflect on the Escrow section of your online account and an escrow analysis may be completed to adjust your monthly payment. The updated Escrow Review Statement will be sent to you, detailing the current escrow balance, anticipated escrow activity, and new monthly payment amount. If for any reason your request can not be accommodated, we will follow up with you under separate cover. '' On XX/XX/XXXX I recieved another delinquent letter from this account and new one from the Office of the County Treasurer to state that I was past dude on my property taxes. This letter clearly states that {$1000.00} was due on XX/XX/XXXX. I called Mr. Cooper again and was told to email everything again. I did not receive any communication from them. I then sent a follow up On XX/XX/XXXX including two screenshots of the delinquency on both website now.
On XX/XX/XXXX I recieved this email. Note that the " amounts paid '' are not even accurate : " Dear Valued Customer : Thank you for contacting Mr. Cooper. The were 2 tax payments paid on XX/XX/XXXX one for {$1000.00} and the other one for {$370.00}.
Should you have any additional questions regarding your account, or to view details about your loan summary and recent account activity, visit us online at mrcooper.com. To get started, click Sign In and see how easy it is to manage your mortgage online.
We appreciate you bringing this matter to our attention. As a valued borrower, your satisfaction is our top priority. If we can be of further assistance, you can contact us directly at XXXX or you can contact Customer Service at XXXX. Our hours of operation are Monday through Thursday from XXXX XXXX. to XXXX XXXX. ( CT ), Friday from XXXX XXXX. to XXXX XXXX. ( CT ) and Saturday from XXXX XXXX. to XXXX XXXX ( CT ).
Sincerely, Mr. Cooper Research and Response Department '' The Local Improvement bill website does not indicate payment.
On XX/XX/XXXX my husband spent two hours on the phone with a customer service rep. During this call she gave his tracking numbers to prove the payments were sent. According to the tracking on the USPS website the checks were still sitting at their office in Texas. The rep had nothing to say about this. So here we are, I owe thousands to two tax offices even though I have a surplus in escrow and the county website has a foreclosure date listed for XX/XX/XXXX for the property I've lived in for 8 years without any issue.
Another major issue is each time the claim via email that they paid this account they tell me the next installment is in XXXX. These are BOTH QUARTERLY bills. When I asked them how I'm going to make sure this doesn't happen every time they told me I'd have to continue to call.
I should have known there would be problems with Mr. Cooper when two months into my loan with them they were sending me letters to thank me for being with their company for a year.
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03/08/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
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Web |
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XX/XX/XXXX mr cooper shows record of new loan no cash with a balance of XXXX many questionable transactions to date.
XX/XX/XXXX payment show XXXX principal XXXX interest XXXX escrow XXXX XXXX XXXX escrow balance was XXXX XX/XX/XXXX hazard ins was paid XXXX escrow balance was XXXX ( multiple escrow payments and advances and adjustments from XX/XX/XXXX through date that are incorrect. XXXX balance escrow as XXXX XX/XX/XXXX escrow was credited XXXX leaving bal in escrow XXXX a debit on XX/XX/XXXX says disbursed tax county XXXX leaving XXXX balance XX/XX/XXXX credit and debit of XXXX for county tax but balance stays XXXX I lost job during covid was laid off and was suffering from XXXX XXXX and XXXX.
During the time I was off and was not able to make payments, I was harassed by mortgage company regarding foreclosure, I attempted to make contact as much as I could regarding this matter, pleaded with mr. cooper to help me and allow a forbearance that I was reading and hearing about to save my custom family built home. This was very overwhelming and I am still suffering undue stress and anxiety to date regarding. XX/XX/XXXX there were a couple payments made then I thought I was receiving a forbearance as discussed and payments were reduced which my understanding was I would be temp relived from these but that never happened.XXXX and XX/XX/XXXX payments made show in unapplied section on pmt history .I was mailed a signature page to sign which I thought was forbearance now I am told it was modification but we did not discuss modification only forbearance. I believe it was the month after I was told to make forbearance pmts that my account shows modification and I cant understand how that can happen no person ever discussed that and with the stress i was under loosing my family custom built home on the land my deceased father left me, was unbearable. I was willing to do what ever I needed to save my home on family land. I received letters and or calls weekly from and about mortgage to the point of XXXX XXXX and loss of sleep and deep XXXX, I am still struggling with. There are many things in between all this that does not make sense and does not add up.
my balance was XXXX XX/XX/XXXX each pmt that was actually applied took almost double the interest than principal, as of XX/XX/XXXX mr cooper showed payoff no cash out transaction total amount of XXXX i have a letter dated XX/XX/XXXX showing a servicing transfer to XXXX XXXX XXXX with current unpaid balance being stated as XXXX I also have another letter dated XX/XX/XXXX from XXXX that I owe XXXX I have had someone look over this information and help me compile this info this far, however she nor I am able to fully make sense of what they have done. I have conflicting documents and thought I was in a forbearance which they are saying is a modification which I would never have agreed to the terms of. I have document that were requested that normal initials should be on the bottom of each page and there are none, but my signature is on the last page. I have requested they not call me due to the amount of permanent damage mentally and emotionally with the letters and phone calls multiple times per week. Which they have not adhered to. I am seeking justice in the wrong doing of Mr. Cooper and XXXX XXXX XXXX for taking advantage of a consumer during a recession, state of emergency, and national crisis. I made payments to catch up on past due which does not show a reduction in loan there is a payment of XXXX and they still show my balance increased. I am prepared to file complaints with every state and federal agency available and will be seeking legal consul if needed in this matter. I have tried to touch on the things, but know i have left out details I am sure you may need. I am gathering phone records, bank statements recordings, and mailings for supporting documents in this matter. I have been harassed, taken advantage of my lack of financial knowledge on the matter, and pressured to the point of XXXX XXXX. This is a violation of federal consumer rights under different codes, and is why I seek your help in this matter.
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08/21/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
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Web |
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Company : Mr Cooper Account XXXX XXXXXXXX XXXX XXXX Property Address : XXXX XXXX XXXX XXXX XXXX XXXX XXXX MN, XXXX Hello, I originally contacted the Minnesota attorney general and they suggested I contact at this agency in regards to this matter. I originally contacted my loan servicer Mr. Cooper back in XX/XX/2022 in regards to a financial hardship asking for options. I was given a forbearance option and was told that at the end of the forbearance they would put the missed payments at the end of my loan, not affecting the other factors of my terms such as the interest and payment amounts. I went through several questions with the representative that I initially spoke to ; the last question that I asked was if there was anything else that I needed to know because I couldnt go through with this process, if it would bite me in the XXXX in the end, because I could not afford a larger payment. I was very open with a representative, and he was aware that I was on XXXX, and in the home with me was my XXXX son, ( who is XXXX ) and my XXXX year old, XXXX aunt who is the other signer on the loan with me. The representative assured me I had all the information and was good to go. Told me I could stop making payments for the term of the forbearance and that if I needed more time I was eligible for up to 12 months in three months increments. As a result, I did extend an additional three months for a total of six. I contacted Mr. Cooper during the fifth month to prepare for my long to go into repayment, and they notified me that I was not eligible for the program. They then told me they would submit an application for a different program to do a modification since my account is now past due because of the forbearance. When they got back to me with the results of the modification, they were presenting me with an option of a loan with payments of approximately {$700.00} more per month and a loan for 16 more years than I have remaining previously resulting in hundreds of thousands of dollars more That I would pay over the term. I refuse to sign the modification because we can not afford {$700.00} extra month per what I told them from the very first conversation.
I feel like this is a bait and switch situation. Their company service is my loan and is responsible to give me the information for me to make an informed decision and they failed to do so. They leading me to believe that I did not have to make those monthly payments during that forbearance, I use those funds to pay other past due bills and medical expenses, they told me my only other option was to lose my house or pay my loan current. I feel like they sent me up to take my house and buy no means. Did they ever have my best interest in mind.
I requested a copy of the record of phone calls and they refused said I had to get a subpoena which I would like assistance with because I want this to go public and I want them hold accountable so no one else falls for this. There are thousands of people online saying they did the same thing to them, and they need to be held accountable. This is despicable and horrendous. I dont understand how legally they can do this!
I am currently begging, borrowing and pleading with everyone I know to come up with the money to pay my loan current so that two XXXX people and an XXXX woman dont go homeless due to this company, but how many other people are already on the streets ( or will be ) because of them and their companies lack of ethical and moral conduct.
( Let me be clear if it wouldve been told to me that this was happening, or was a possibility of happening in the beginning I never wouldve agreed to the forbearance, and I wouldve made sure that those payments were made. I wouldve never prioritized medical bills, and things of that nature over my mortgage. If I wouldve known this was the outcome. I wouldve let the other past due things ruin my credit and kept my home. They never gave me the opportunity to make an informed decision, and instead waited till I was several months past due and at a point a lot of people cant recover from. ) Please Help!
XXXX XXXX XXXX XXXX XXXX
|
05/16/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
|
The accounting has been a complete mess I try to keep the scope small. As of XXXX my balance owed late payment was XXXXXXXX, per invoice. This also reflects payments with escrow totaling XXXX per month.
But the escrow was only XXXXXXXX negative. Thats 12 months worth (while they show XXXX). The escrow to P&I was way screwed up. At their lowest cooper states I was 20 payments behind. XXXX XXXX XXXX attach.
I kept showing them conflicti9ing documents
As things have been in conflict before They misapplied payments to escrow to balance to back payments and nothing matches.
When we see XXXXXXXX outstanding XXXX but payment is XXXXXXXX We also see a negative XXXXXXXXXXXX in escrow.
What I understood we were doing is clearing the XXXXXXXX with XXXX paid by state and XXXX by cooper per their message.
Wed then turn escrow back on (we turned it off to get the escrow to payments where it should have been. There was the negative XXXXXXXX in escrow that was supposed to be added to a new escrow calculation that should be collecting the correct about. And the shortfall would be repaid in 60 months.
Escrow is still off. They did apply 20 payments to the account. At XXXX each. XXXX??? They took the XXXXXXXX were to eat the XXXXXXXX.. but not so much.
----- cooper email Mr. Cooper contacted the WI HAF program and requested an exception be made and for the XXXXXXXX be approved. WI has advised they believe they will be able to approve this request and will send sending us a request for a reinstatement amount. We received that request today and provided the reinstatement quote back to them today as well. As we discussed previously on our conference call, we will accept the payments to be applied at Principal and Interest (P&I) only and excluding escrow, until the account is contractually current. After the XXXXXXXX is applied to the P&I payments, Mr. Cooper will advance any remaining P&I payments in order to bring the loan current. This amount will not have to be paid back to Mr. Cooper. From there, we will run an updated escrow analysis, and spread any escrow shortage that remains, over 60 months.
We will keep you updated on the approval from WI HAF.
.-----
It says I dont have escrow. So my payment would be nice and low for a bit. But then Id need XXXXXXXX to pay tax and insurance in XXXX
I understand my mortgage was 30 year total the first 10 year XXXX to XXXX was interest only. That works out and makes sense its like a 20 year amort now. We can see in XXXX XXXX the overall payment goes up because the amortization starts then the balance is XXXXXXXX sum.
However the amortization suggests we are in month XXXX when its more like XXXX.
Sure enough if I run the 20 year 7.75% from $XXXX it is XXXX months from paid off going backwards.
How did I advance though the amortization an extra 16-17 months?
Misapplied payments this good(er) problem same problem. Would like the money in the right place. Ive emailed all this to the whole executive team with nothing after payments from them.
In XXXX there was 200% escrow annual needs in the account. Time and time again the additional agree red arrears were excessive and nobody would help or believe me. This is proof.
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
there's years more attached and upon request
|
12/29/2022 |
Yes |
|
- Struggling to pay mortgage
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Web |
|
I was very unfortunately laid off from my job due to XXXX in XX/XX/XXXX and immediately opted into the XXXX forbearance program with XXXX bank ( our mortgage servicer at the time. ) We applied for a variety of loss mitigation options, and in the middle of that process, we got a letter that our loan was sold to Mr. Cooper.
I then found out about the XXXX program and applied back in XX/XX/XXXX. When I called to follow up several months after not receiving any updates from XXXX, I was told that there was no movement on my application because it was incomplete without a digital signature. Upon receiving this surprising information, I immediately logged in, attached my digital signature, and submitted my " complete '' application to XXXX XXXX on XX/XX/XXXX.
We were assigned to an underwriter with XXXX - XXXX XXXX, and XXXX XXXX, and a loan XXXX XXXX XXXX with XXXX XXXX XXXX I was told by XXXX XXXX that she sent the " I record '' to our mortgage servicer on XX/XX/XXXX and that our account was notated with conditional approval for the program, pending receipt of the " V record '' from Mr. Cooper. It's my understanding that Mr. Cooper is legally required to respond with the " V record '' within XXXX business days upon receipt of the " I record '' from XXXX.
I followed up with Mr. Cooper numerous times via calls to the XXXX XXXX department and emails to XXXX, as instructed by a loss mitigation XXXX. I have never received a response from the hardest hit funds emails. I have called to escalate this to a supervisor, and there is never XXXX available and I'm told I'll receive a call back, which I never do. I was told by Mr. Cooper that they have not received any communication from XXXX and that our loan is not coded for XXXX. I get conflicting information from each loss mitigation XXXX every time I call, and my head is spinning. Most recently ( after months of calls to the XXXX XXXX department ), I was told for the first time that I had to authorize our XXXX representatives to speak with Mr. Cooper on my behalf, so I have done that.
On XXXX, I asked our underwriter to send the " I record '' again, and she said she did. Mr. Cooper still claims they havent received ANY contact from XXXX and that our loan isnt coded for XXXX at all. Mr. Cooper says they called XXXX on XX/XX/XXXX and have not received any contact back from them. Theres no phone number to get in touch with our underwriter. I email and it often takes weeks to hear back, if I do at all. I have called XXXX and cc 'd her supervisors on recent emails.
Ive called both XXXX and Mr. Cooper dozens of times to follow up, and both organizations say they have not received any communication from the other. I have done everything I was instructed to do.
At this point, it's apparent there is something seriously wrong and filing a complaint with the CFPB is my only option. We have been approved for the funds, and a technical communication breakdown between these XXXX very large and very powerful organizations is preventing us from receiving the government support we are qualified for and entitled to. It would be an absolute tragedy if the XXXX ran out of funds before we could get this completed, as is happening in other states. We are qualified according to the program requirements, and are already pre-approved, so there is no reason a communication breakdown between these XXXX organizations should prevent us from keeping our home. I am concerned that Mr. Cooper is aware of our home 's loan to value ratio and that they are financially incentivized to block the support from XXXX, as they stand to make a larger profit by foreclosing on our house and reselling it than they do allowing us to stay in our home.
XXXX has really set our family back and we desperately need your help to expedite this for us. We would be so grateful for your intervention. I will anxiously await your response in this matter as I am afraid that every day that passes, we are losing our ability to keep our house! And, as stated before, we did everything we were supposed to do to prevent this from happening. Thank you so much.
|
03/12/2020 |
Yes |
- Mortgage
- Reverse mortgage
|
- Struggling to pay mortgage
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|
Web |
|
My grandfather passed in XXXX. My grandmother began to suffer from XXXX and XXXX soon after. She passed away XX/XX/XXXX.
The original mortgage that was borrowed against was around {$110000.00}. Before my grandmother passed I had begun the process of a short sale and my dealings with Champion began. The updated loan balance at that time I had received was around {$270000.00}. More than 100K over the original amount borrowed due to accrued interest. I had an appraisal done XX/XX/XXXX that came back at XXXX. Ironically, Champion refused to budge from an amount very close to the amount owed on the loan.They never had an appraisal done. My father had gone through probate court and was appointed the personal representative of her estate in order to sell it to me. At the time XXXX had sent me a letter with an interest for XXXX out of the sale which at the time was the market value of the house. I stopped pursuing the short sale due to this, because it was my understanding from the lawyer that I would have an outstanding lien against the house after the sale, however I have recently discovered that this advice was misguided and false as I contacted XXXX and they confirmed that because there is no surplus beyond the balance due to the mortgage, the superior lien, their claim would be wiped out.
Despite all of this my parents kept the property taxes and insurance current up until the end of the year last year. They did not disclose this to me out of shame. They own a three family that is draining them financially and they were not able to make ends meet and stopped paying the taxes and insurance on my grandmothers house. Just a few weeks ago I was notified that there was an auction scheduled for XX/XX/XXXX. I immediately contacted the champion to negotiate postponing the auction so I could have everything sorted. I even suggested repaying the {$5500.00} they paid on behalf of the estate for taxes and insurance. They denied this, however offered to send me a 95 % pay off letter. I received this letter nearly a week later indicating that I had 10 days to express my intent to purchase. Due to their rushed timeline I wouldnt have had enough time to get anything required back to them. With that being said, the 95 % pay off was to be based of a current appraisal value. This is where Im infuriated and disgusted because they never had an appraisal done, and with the approaching auction date there would not have been enough time for all of this to be conducted without postponing the auction- which they did not do.
I have the capital, the credit, and am already pre approved. I decided to attend the auction and I thought for sure there was no way I would walk away without ownership of the property. I thought foreclosure auctions were utilized to recoup as much money back and move on! To my shock, horror, disgust etc the auctioneer began the bidding at {$300000.00}. The bank won the bid. Today, exactly one week later I was served paperwork on behalf of the new owners ( champion ) that I can choose to be evicted or purchase. The representative for the company that came to my home expressed to me that direct family members ( my dad and uncle ) would be required to pay the full loan balance of {$300000.00}. He is supposed to get back to me asap to let me know if this applies to second generation family as well. It is absolutely not feasible for me to pay {$80000.00} or more over the appraised value because Im family. Ive exhausted all of my avenues with champion and they have not been helpful in the slightest. I didnt stand a chance when the auction began at XXXX and I feel like this was highly predatory in order to put the home on the market and make a higher return. Im not looking for a deal or anything for free I just WANT TO PAY A FAIR PRICE!! Just like anyone else down the road would should this house go on the market.
I am desperate and on an extremely tight timeline. I am here seeking help to save the home that means the entire world to me and to further expose champion for their deceptive practices and the entire reverse mortgage institution as a whole!
|
11/05/2023 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
|
- Trouble during payment process
- Payment process
|
|
Web |
|
Nationstar Mortgage LLC ( Nationstar ) is a service provider that engaged in unfair, deceptive, or abusive act or practice causing unlawful foreclosure on family property.
Nationstar caused substantial harm through the loan it serviced. Nationstar violated multiple federal consumer financial laws such as 12 U.S. Code 5536 ( a ) ( 1 ) ( B ) that states, It shall be unlawful for any covered person or service provider to engage in any unfair, deceptive, or abusive act or practice ;. Nationstars deception damaged my mother the consumer mortgagor who transitioned XX/XX/XXXX and myself one of the rightful Heirs to the XXXX XXXX.
Nationstar received and deposited monthly loan payment funds and then deceptively returned the loan payment funds to unlawfully enforce foreclosure by EXECUTORY PROCESS on our family property.
Several attempts by the consumer mortgagor and the XXXX XXXX to have the accounting errors corrected, were repeatedly ignored and deceptively evaded by Nationstar Mortgage LLC.
During ongoing attempts to communicate and correct or modify the loan payment, Nationstar sends a mortgage contract statement reading Total {$4200.00} due.You must pay this amount to bring your loan current.
On XX/XX/XXXX Nationstar received the full amount of funds they requested to bring the loan current through XXXX XXXX Bank check # XXXX in the amount of {$4200.00} and this check was deposited into Nationstars Wells Fargo bank account.
XX/XX/XXXX, ( XXXX ) days after contractual acceptance and deposit of the funds through check # XXXX, a letter was written by Nationstar stating We are returning these funds to you per your request or a request made on your behalf.
Nationstar was deceptive because the XXXX XXXX DID NOT request loan payments to be returned on a loan they were paying off. Nationstar acted deceptively when they NEVER disclosed or showed proof of the alleged person or entity that requested the funds, or payment to be returned. Nationstar could not return the consumer mortgagors original check from XXXX XXXX because it was deposited into their XXXX XXXX bank account, so they deceptively issued the Unauthorized Return of mortgage payment funds on their Nationstar company check from XXXX XXXX XXXX.
XX/XX/XXXX is the new written due date on Nationstars monthly mortgage statement contract saying you must pay a total of {$5500.00} to bring your loan current.. This amount includes the funds of {$4200.00} that were deposited and deceptively returned.
In the same month that Nationstar deposited and deceptively returned the payment funds of {$4200.00}, Nationstar received and stamped a cashiers check from the XXXX XXXX on XX/XX/XXXX in the amount of {$5500.00} to bring the loan current as stated in their XX/XX/XXXX mortgage statement contract.
On XX/XX/XXXX, Nationstar Mortgage LLC stated in a letter, We are returning these funds as they are insufficient to bring your account current and the cashiers check for loan payment funds of {$5500.00} was returned.
So, while the XXXX XXXX was actively trying to correct XXXX escrow accounting errors such as over-payments that were made, but, not being applied to the loan, and approval of loan modification process, Nationstar conspired to foreclose on family property.
On XX/XX/XXXX foreclosure by EXECUTORY PROCESS was filed with XXXX XXXX XXXX XXXX XXXX XXXX XXXX, 107 days after Nationstar deceptively returned the deposited monthly loan payment funds to initiate an unlawful foreclosure alleging non payment as the reason.
XX/XX/XXXX after unauthorized return of loan payment funds and several failed attempts to talk with someone inside Nationstar to correct the escrow accounting errors and to cease the unlawful enforcement of foreclosure by EXECUTORY PROCESS, the family property was sold without DUE PROCESS at XXXX XXXX XXXX XXXX.
XXXX XXXX must be filed in XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX # XXXX within ( XXXX ) days of Nationstar Mortgage LLC XXXX this Consumer Financial Protection Bureau XXXX XXXX XXXX XX/XX/XXXX. * Thank You for your time and concern in this ongoing matter.
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01/14/2022 |
Yes |
- Debt collection
- I do not know
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- Attempts to collect debt not owed
- Debt is not yours
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Web |
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Nationstar Mortgage, LLC dba Mr. Cooper sent letters to my residence requesting I provide proof of hazard insurance from XX/XX/XXXX to XX/XX/XXXX. I have never had a mortgage with Nationstar Mortgage, LLC dba Mr. cooper. Nationstar Mortgage, LLC dba Mr. Cooper has never been the owner of my mortgage or note. Neither I or my spouse have ever received a loan, or a line of credit from Nationstar Mortgage, LLC dba Mr. Cooper. Nationstar Mortgage, LLC dba Mr. Cooper brought a wrongful foreclosure action against me & my spouse, XXXX XXXX XX/XX/XXXX. A final judgment was entered and we were informed by the judge, as well as the attorney for Nationstar Mortgage, LLC, that the judgment cancelled the alleged mortgage. Nationstar Mortgage, LLC refuses to record a satisfaction or lien release on the property at XXXX XXXX XXXX XXXX, Fl XXXX and is still trying to collect hazard insurance from XX/XX/XXXX to XX/XX/XXXX. There is no mortgage. Nationstar Mortgage, LLC dba Mr. Cooper, threatened to charge my spouse for insurance and purchase the plan for us for XX/XX/XXXX to XX/XX/XXXX. Nationstar Mortgage, LLC dba Mr. Cooper also stated in the letter, we received the hazard insurance information you provided but we are unable to verify coverage from XX/XX/XXXX to XX/XX/XXXX. I never sent proof of insurance coverage to Mr. Cooper. Who sent it?
I filed bankruptcy on XX/XX/XXXX & received a discharge under chapter XXXX on XX/XX/XXXX. Nationstar Mortgage, LLC dba Mr. Cooper was listed as an unsecured creditor and my homestead property was claimed exempt from sale by judgment or third party debt collectors. Nationstar Mortgage, LLC dba Mr. Cooper has engaged in theft, unjust enrichment and has continued to harass me. Nationstar Mortgage, LLC dba Mr. Cooper allegedly sold the property XXXX XXXX XXXX XXXX, FL XXXX to another party sometime in XXXX. Why would we owe insurance to Mr. Cooper from XX/XX/XXXX to XX/XX/XXXX, when Nationstar Mortgage, LLC dba Mr. Cooper claims to be the owner of the property from XX/XX/XXXX to XX/XX/XXXX? This is a form of insurance fraud. Why hasn't there been a lien release recorded? Nationstar Mortgage, LLC sent my spouse a 1099A on XX/XX/XXXX. The property was never abandoned and Nationstar Mortgage filed a false/fraudulent tax form to the IRS in regards to real property.
I have recorded affidavits in the official records of XXXX XXXX Florida disputing the certificate of title, verification, certification of possession of original note, assignment of mortgage etc. The affidavits are undisputed. Pretending to originate a loan and executing and recording documents that contain fictitious, misrepresentations or fraudulent statements which results in theft of property, is a crime in florida and is a third degree felony. Fl a. Stat. 817.535 ( 8 ) ( a ) provides that any person adversely affected by an instrument filed in the official record which contains a materially false, fictitious, or fraudulent statement or representation has a civil cause of action. Upon a finding that the instrument contains a materially false, fictitious, or fraudulent statement or representation such that the instrument does not establish a legitimate property or lien interest in favor of another person the court may declare the instrument null and void ab initio and may order the instrument sealed and removed from any searchable electronic database. See 817.535 ( 8 ) ( b ) ( 1 ). FL 817.535 - Unlawful filing of false documents or records against real or personal property. ( 2 ) ( a ) A person who files or directs a filer to file, with the intent to defraud or harass another, any instrument containing a materially false, fictitious, or fraudulent statement or representation that purports to affect an owners interest in the property described in the instrument commits a felony of the third degree, punishable as provided in s. 775.082, s. 775.083, or s. 775.084 I have requested who Nationstar Mortgage, LLC dba Mr. coopers Errors & omissions insurance provider several times and have been ignored. I sent an administrative procedure letter and was ignored
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12/17/2019 |
Yes |
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- Trouble during payment process
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Web |
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On XX/XX/2018, my home was damaged by Hurricane Michael. We received our claim check from our insurance company, but it was half of the money we needed to fix the house because they severly underestimated the amount of money needed to fix each item on our adjuster 's worksheet. In XX/XX/2018, we hired a public adjuster to get us additional monies so that we could fix the house properly. In the meantime, Mr. Cooper signed and released back to us {$30000.00} which we spent appropiately to fix the house, plus additional monies out of pocket while we waited for any extra money we may receive from the hiring of the public adjuster with the intention of using that money to finish repairing our home and then reimbursing ourselves if we had anything left over. After nearly a year, we did receive our final settlement check for {$40000.00} from our insurance company, and this is where the problems started. Mr. Cooper refused to release any money to us until we sent them over specific paperwork relating to entering into a contract with a contractor to fix the house, which we did. Once they received that paperwork, they told us that they needed additional paperwork including paid in full receipts for the previous work done on our home and a 50 % complete inspection. We provided them all of this but they still refuse to release to us any money. They are stating that they need an updated adjuster 's worksheet with totals that match the amount of money we recieved. I have explained to them several times that the insurance company told us they do not provide an updated worksheet in situations like this. The items on the orginal worksheet are still the things that need to be repaired, we simply have more money now in which to accomplish that. Despite the fact that they have paid receipts that show we used all of the other money to fix the house and an inspection that put us at 85 % complete ( some of which we paid for out of pocket, creating a financial hardship for us because it has become very difficult to make the credit card payments every month, on top of owing the portion of the check that should go to the public adjuster for which I have written a check for that I can not cover ), and Mr. Cooper having two adjuster 's worksheet on file for us, the orginal and an updated one that shows the new totals of what it actually took to repairs items instead of how much the insurance company estimated it would cost, and being entered into a binding contract to have the last 15 % of the house repaired, we can not get any money to pay our contractor. The people who work for Mr. Cooper are all incompetent. One person calls us one day and tells us one thing and someone else calls us the next and tells us the complete opposite. They also never have any record of when we call them supposedly. I believe at this point it is either retaliation for the previous two complaints I filed against them or the company wants to hang onto our money as long as possible to receive interest from the check. Or because they know I intend to refinance the house as soon as it is repaired due to how horribly we have been treated even though we are a " top tier customer '' and pay our bill on time every month. I do not understand how they can get away with all the of deceptive business pactices ( telling us one thing and then telling us something different, while their website say the complete opposite ) and I believe that they need to be investigated. I know I am not the only person they are doing this to. I beginning to believe that my only recourse may be to allow them to take our monthly mortgage payments out of the insurance proceeds while I use my money to repair the home which will take significately longer and runs the risk of our house becoming even more damaged than it already is. I do not think this complaint will actually accomplish anything since the previous two did not, but I want to have my grevances on file somewhere because Mr. Cooper keeps convientently " misplacing '' the others, or writing " resolution letters '' that do not actually resolve anything.
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12/27/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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RightPath Servicing has fraudulently assessed my monthly mortgage payment, claiming my insurance expired, which it did not.
RightPath servicing engaged in deliberate deception by first claiming my insurance expired, then claiming I needed to purchase Hazard Insurance, then it was, XXXXXXXX XXXX XXXXXXXX XXXX, then they changed it to, As XXXX XXXX then back to XXXXXXXX XXXX XXXXXXXX XXXX and adding a new term, XXXX XXXX XXXX
In a letter dated XX/XX/XXXX RightPath servicing claimed this letter was Final Notice that if I didnt purchase Hazard Insurance they would purchase this insurance on my behalf and assess me for it.
My insurance agent could not decipher what RightPath servicing was claiming to be requiring, due to RightPath servicing using five ( 5 ) different references, XXXX XXXX XXXX, Hazard Insurance, XXXX XXXX XXXX XXXX In insurance. These are different terms and mean different things in regards to insurance.
Finally, a letter dated XXXX from RightPath servicing, claiming to have purchased an XXXX Insurance policy on my behalf and expecting me to pay for said insurance policy, made it clear, for the first time, they were requiring an XXXX policy, an insurance policy I had never heard of or had been required to carry in the past.
RightPath servicing is claiming to have purchased a backdated insurance policy on my behalf and is expecting me to pay for this policy, backdated to XX/XX/XXXX.
Once RightPath servicing was no longer being deceptive with their insurance requirement, I immediately purchased what they claimed to have purchased on my behalf, a XXXX policy.
RightPath Servicing has a very disturbing history, in regards to fraudulent practices with their mortgage servicing and the guilty findings by numerous government agencies. As you can see here, their fraudulent practice continues.
RightPath Servicing is the latest mortgage servicing brand of Nationstar, LLC, a troubled mortgage servicing company.
The Nationstar family of companies, including their most recent dba, Mr. Cooper has a long history of consumer violations and government settlements. In total, since XXXX, the Nationstar companies have had to settle with regulators 18 times, with financial settlements totaling over {$150.00} XXXX.
Nationstar Mortgage, LLC, the original company, founded in XXXX as XXXX XXXX XXXX, has a very troubled past. Since XXXX, they have been repeatedly investigated by local, state and federal agencies for their mortgage servicing violations.
Beginning in XXXX, they were sanctioned by both the Arizona and Kentucky Department of Financial Institutions for consumer violations. That was followed up by sanctions in XXXX in Washington State and in XXXX in Rhode Island.
In XXXX Nationstar purchased Seterus , Inc., another mortgage servicer with a litany of problems with regulators.
Nationstars troubles didnt end with the Mr. Cooper rebrand.
In XXXX, Mr. Cooper settled with the XXXX XXXX for {>= $1,000,000} for violations of consumer protections. Then, in XXXX Mr. Cooper settled with the Maryland Attorney General for {$760000.00}. Finally, in XXXX, Mr. Cooper settled with the CFPB and all of the state Attorney Generals for over {>= $1,000,000} for consumer violations during the pandemic.
Most recently, in XXXX, during the pandemic, Nationstar dba Mr. Cooper, agreed to a {$91.00} XXXX settlement for mishandling foreclosures and borrowers payments. The settlement was seen as a warning to mortgage loan servicers against preying on borrowers during the pandemic.
The CFPB complaint stated that Nationstar failed to identify requests for loan modifications, and foreclosed on homeowners while they were in a loan modification review. In addition, it was alleged that the improperly increased borrowers payments, misrepresented when homeowners could cancel their mortgage insurance premiums, and failed to forward real estate tax payments from escrow accounts in a timely manner.
Given this massive settlement, it is not surprising to learn that Nationstar Mortgage dba Mr. Cooper is now doing business as RightPath Servicing.
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07/07/2021 |
Yes |
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- Struggling to pay mortgage
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Web |
Older American, Servicemember |
I was forced to be put on forbearance at the beginning of the COVID pandemic because the property taxes were incorrect and my mortgage payment was increased {$600.00} a month ( for 12 months ), which I could not afford to pay and I knew this was incorrect. At that time, I was waiting for a VA decision on my deceased husband 's XXXX rating, which I knew was going to be 100 %. We had moved to South Carolina because my husband knew he was going to die at 100 % and the property taxes are XXXX in South Carolina and me being the widow would also not have to pay the property taxes.
Everything got straightened out and I was given a loan modification in XX/XX/XXXX. The first payment of {$810.00} was paid on XX/XX/XXXX and this was to be the first payment of three ( XXXX, XXXX, XXXX ) and after those three payments were made successfully the offer was a loan modification with an extended loan payment and a 3 % VA loan lowering my mortgage payment to {$720.00}. This was VERY AFFORDABLE for me. I called Mr. Cooper to make sure that my payment was received for the XXXX payment and I was ready to send in the next payment for XXXX and was told at that time that it was denied because the loan was in my deceased husband 's name and not assumable. It clearly stated on the letters I received that if you were the person in interest of that property from ... .death .... that they would need further proof that I was the person who was the successor of that property. The probate papers were sent in ( several times ) that showed very clearly that I am the 100 % successor of that property, and thus should be the person to have the loan modification as stated in their letter.
I have attached some information. All the papers that I am referring to are in my possession and I will gladly send copies of those to you if needed. Mr. Cooper has told one lie after another. I have only spoken to " go betweens '' and anyone I have spoken to can see what I am being told that I need to send in is already there. Usually they get off the phone and put me on hold and come back with the " next '' thing that is needed. You can see on the attachment that I have gotten conflicting reports and the last one, which I will be sending tomorrow, I already have conflicting directions as to what name the application should be in. There is no place where it states that the application is in " Estate of ++++++ ''. I was told that their underwriters needed another application in my name. The application is filling in income, benefits, expenses, bills, etc. Obviously it is for a person who is " living '' not in the Estate of a dead person. I know they are bound and determined to foreclose on my house.
The one letter from XX/XX/XXXX had options and stated : " Please find a summary of the programs for which you were evaluated below, based on the eligibility requirements of VA, owner ... of your mortgage loan. The VA requires us to review your application for the options available to you in a certain order. '' Standard Modification Declined ( This was given to me and the first payment was made on XX/XX/XXXX for the first of three payments ( XXXX, XXXX, XXXX ) When I called to inquire about my next payment that would be due for XXXX, I was told VA underwriters would not approve it. ) Forbearance Plan Declined Affordable Modification Declined ( The first modification was EXTREMELY AFFORDABLE FOR ME. ) Short Sale Conditionally Approved Deed In Lieu : Conditionally approved If approved for any options, please note that these options are available only to the named Borrower ( s ) referenced above. If you have obtained the property through death.. we will need additional information to confirm your identity and ownership interest in the property.
They have a copy of the probate that I sent at least three times.
They have literally driven me to suicidal thoughts. You can read about this in the attachment. It's very hard to believe that a company can be so dishonest and cause so much distress to a XXXX YO widow. Please help me however you can. Thank you so much.
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05/07/2020 |
Yes |
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- Trouble during payment process
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Web |
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While I have been happy with the treatment and handling of my case by Mr. Cooper representative, I have significant concerns with the way the InsuranceClaimCheck representatives have handled my account. OnXX/XX/2020 I experienced a water line leak in my home and completed the documentation required to get my homeowners insurance to cover the losses related to the damage. These damages necessitated the removal of the back wall to the studs, removal of all flooring all the way to the concrete slab, removal of base cabinets, removal of dishwasher, removal of counter top, removal of sink and dishwasher, removal of drywall between kitchen utility room, removal of all flooring in utility room, removal or window framing, and removal of interior door and door frame. From XX/XX/20 to now the entire back wall, false dividing wall, flooring, cabinets, countertops, dishwasher, sink, garbage disposal, door and window frames, and insulation have been removed ( as shown in pictures below ). I have had a demolition and drying service come in and remove all water damaged materials and set up dryers for four days. The damage from the leak resulted in complete loss in my kitchen and have left myself and my daughter without a functioning kitchen for nearly 4 months as we have no other source of running water we have had to do dishes in the bath tub and utilize the sink in our only bathroom of all cooking and cleaning, as well as having no cabinets or countertops surface for storing dishes and food and no way to adequately prepare food items.
Their incompetence and mis information has resulted in significant delays in my ability to repair my kitchen and make my home functioning for me and my daughter. I was given misinformation regarding the insurance check from one of your representatives, who stated I just needed to mail the check and an overnight return mailer to get it endorsed. I spent over {$50.00} in shipping costs following his instructions. The misinformation also resulted in a two-week delay in getting accurate information on how to get funds released. I spent hours on the phone with various representatives to try to get funds released and was moved from representative to representatives, this delay resulted in over a month delay from when my insurance company mailed me the claim check to me getting the money to make the significant purchase needed cabinets and installation. This delay then resulted in the cabinet order being placed at the end of XXXX and being impacted by the COVID 19 closures. I am now in the process of again being moved from representative to representative in the attempt to get the remaining funds released so that I can purchase and order the countertop so it can be installed with the cabinets and my kitchen plumbing can be restored. This misinformation, mishandling, and incompetent practice has resulted in untold harm to my family due to the compromised living situation, along with making implications that I am mishandling the insurance funds. I have presented receipts totaling {$5300.00} for repairs and materials up to this point, more then the funds released and I am still told to additional proof is needed to release funds my insurance company has provided for me to finish this repair. I am a single mother and have lived in my small home for over 12 years with my daughter. We only have one working sink in the bathroom and have been forced to do dishes in the bathtub and live amongst boxes on the ground and exposed pipes for nearly 4 months due to the mishandling of this case and the ignorance of the representatives at XXXX. I have requested an inspection, as well as uploaded all required documents, as of XX/XX/2020 and expect that the inspection fee will be waived and funds will be released within the next 7-14 business days so that I can get the countertop ordered and installed when the cabinets are being installed. There is no other sensible resolution at this time, and I hope to have follow up communication regarding the situation and resolution from a representative at Mr. Cooper.
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01/17/2022 |
Yes |
- Debt collection
- Mortgage debt
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- Written notification about debt
- Didn't receive enough information to verify debt
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Web |
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Florida XXXX XXXX imposes nonrecurring taxes on obligations today money secured by the mortgage on any Florida property. This intangible tax is due even if the mortgage or XXXX is not recorded or filed. The lender is the taxpayer for the nonrecurring intangible tax. If the mortgage is not recorded within 30 days of the date the obligation is secured by the mortgage, the tax payment is to be made directly to the Florida Department of revenue.
Florida Chapter 12B-4.051- Imposition of tax requires that taxes be imposed on a renewal note. XXXX. XXXX ( XXXX ) defines renewal note as ... ..modifications of original document which change the terms of the indebtedness evidenced by the original document by adding one or more obligors, increasing the principal balance.
Pursuant to XXXX XXXX, nonrecurring taxes are imposed on a loan modification where the loan increases. The statute triggered upon any loa increase whether recored or not. Conveyances that are not subject to tax are those where there is no loan balance increase or where only the interest rate changes. See Chapter 12B-4.014.
Mr Cooper are not only our mortgage servicer but also the financial institution that offer the loan modification back in XX/XX/2016. Mr cooper are also the party who initiated the foreclosure lawsuit under the investor 's name XXXX XXXX XXXX. Under Florida caselaw a loan modification is a novation to the original contract... XXXX Florida caselaw XXXX XXXX XXXX Bank of XXXX XXXX The first page of the new contract ( Loan Modification ), reflect that the lender added new money to the original terms in the amount of {$110000.00}. Pursuant to Florida Chapter 12B-4.051- Taxes are imposed on a renewal note, and section XXXX ( XXXX ) defines renewal note as a loan modification that contains a loan increase. Mr Cooper failed to pay the imposed taxes on the portion of the loan increase therefore the loan modification does not have any enforcement in any court room in the state of Florida ... .for further clarity. See Florida statutes XXXX ( XXXX ) ( b ) - The mortgage, trust deed, or other instrument shall not be ENFORCEABLE in any court of this state as to any such advance unless and until the tax due thereon upon each advance that may have been made thereunder has been paid. '' XXXX ( XXXX ) - '' No mortgage, deed of trust, or other lien upon real property situated in this state shall be enforceable in any Florida court ... until the nonrecurring taxes due on future advances, has been paid and the clerk of circuit court collecting the tax has noted its payment on the instrument or given other receipt for it ''.
Mr Cooper assuming that after reviewing this complaint you decide to comply with these Florida statutes, please know that XXXX will not accept for recording because the instrument was not notarized. See attached XXXX mortgage requirements, unless notarize the instrument can not be accepted for recording. Assuming that you illegally record pay someone at the clerk office and somehow are able to record be aware you'll be engaging in public corruption... .please convey this to your lawyer. The loan modification does not reflect the legal description to the subject property and therefore unless is fixed judgment can not be entered ... .see Florida caselaw ... Fed XXXX XXXX XXXX XXXX XXXX Mr Cooper, the fact that you failed to pay the nonrecurring taxes based on the new portion of the loan increase rendered the instrument unenforceable ion any court room of this state... the argument does not require to be part of the affirmative defenses ... ..all i have to do is mentioned the statutes to the court. The court does not have jurisdiction over the matter and you lose. Before the trial starts I am going to strike it... court does not have jurisdiction. Your XXXX lawyer plead to a breach of contract of the loan modification. A loan modification that does not have any enforceability, read it again and again until you get it. You have 3 days to offer a new loan modification otherwise you are going to lose at trial.
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05/13/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
Good day I sent this letter Via MR Cooper Internal Messaging on XX/XX/XXXX minus the personal information per your instructions.
Research Reference # Research and Response Dept I would like to revisit this situation of Mr. Cooper reporting a late payment for XX/XX/XXXX. I am also going to CC the Consumer Financial Protection Bureau as well as XXXX, XXXX and XXXX. I am attaching my payment history with Mr. Cooper/Nationstar showing my history since XXXX.
The report shows a missed payment per Mr. Cooper, but I want to explain why. I have been trying to get this resolved since XXXX of XXXX. I sold one of my properties in XXXX of XXXX and immediately paid {$130000.00} additional Principal that month of XX/XX/XXXX. See below and attachment.
Additional Principal XX/XX/XXXX {$99000.00} Additional Principal XX/XX/XXXX {$30000.00} Additional Principal XX/XX/XXXX {$5000.00} Also I paid additional Principal of {$3000.00} XX/XX/XXXX. See Below and Attached.
Additional Principal XX/XX/XXXX {$3000.00} I was shocked to be notified that I had missed my payment in XXXX of the same year XXXX.
I confirmed with three different representatives of Mr. Cooper that my Auto Pay was never shut off and is still on as it has been since I have been making Auto Pay payments for many years.
The three Mr. Cooper Representatives were : 1 ) XXXX XXXX on XX/XX/XXXX 2 ) XXXX on XX/XX/XXXX 3 ) XXXX on XX/XX/XXXX They all confirmed my Auto Pay has never been shut off and there was never an attempt to take my payment from my bank which is XXXX XXXX ( XXXX XXXX XXXX ) I had just paid {$130000.00} Additional Principal in XX/XX/XXXX and {$3000.00} Additional Principal in XXXX of XXXX. This is on top of my Normal $ XXXX Monthly Payments.
I have always chosen auto pay order to help keep my credit score the best possible. When I made payments of over {$140000.00} of my Principal in the first 6 months of XXXX, my credit score hit XXXX.
When Mr. Cooper did not utilize my Auto Pay in XXXX of XXXX, my credit score plunged 100 points.
I really would appreciate having the late payment removed considering this new information I am supplying. My bank ( XXXX ) also confirmed there was never an attempt from my bank account for this mortgage payment.
I would like to reiterate that Mr. Cooper customer service confirmed that there was an internal system error or glitch and there was never a XXXX payment taken from my XXXX XXXX account, and the three Mr. Cooper Reps confirmed my Auto pay has never been shut off. I swear by Auto pay on everything and would never not have auto pay or would ever shut off any of my auto pays.
I told Mr. Cooper I would be copying The Consumer Financial Protection Bureau as well as XXXX, XXXX, and XXXX.
UPDATE XX/XX/XXXX Mr. Cooper responded with this response.
From : Mr. Cooper Customer Service To : Me Thank you for contacting Mr. Cooper.
We apologize for the less than satisfactory customer service experience you received and appreciate you bringing this matter to our attention. We take all matters seriously and have forwarded your request to our Research Department for further review. A letter of acknowledgement will be sent to you from our Research Department within 5 business days.
We apologize for any inconvenience this may have caused and appreciate your patience while we resolve this issue.
Should you have any additional questions regarding your account or to view details about your loan summary and recent account activity, visit us online at www.MrCooper.com. You will have immediate access to : Frequently asked questions A full payment history Escrow information Automatic payment enrollment Mortgage Loan, Escrow Account Disclosure, and Tax and Interest Statements As a valued borrower, your satisfaction is our top priority. If we can be of further assistance, you can contact us directly by clicking on the mail icon in the top left of your Mr. Cooper online account or you can call our Customer Service Department at XXXX.
Sincerely, Research and Response Department Mr. Cooper
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11/07/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Servicemember |
PLEASE STOP THE FORECLOSURE OF OUR HOME.
SERVICER HAS SET A FORECLOSURE TRUSTEE SALE DATE FOR MONDAY, XX/XX/XXXX.
Loan No. XXXX Mr. Cooper Mr. Cooper XXXX XXXX XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX, XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXX/XX/XXXXXXXX On XX/XX/XXXX, Mr. Cooper sent a denial letter to my advocates office. I am appealing this denial for the reasons outlined below.
The denial letter states that ... based on eligibility requirements of the owner/guarantor/trustee of my mortgage, I was declined for a Standard Modification. The letter further states that the reason for denial was that my loan had been ... previously modified.
Upon review of the Pooling and Servicing Agreement ( PSA ) it seems that there are no prohibitions in the PSA and thus by owner/guarantor/trustee that would stop Mr. Cooper from allowing a second loan modification in my circumstance. Section 3.07 of the U.S. Bank National Association As Trustee For XXXXXXXX XXXX XXXXXXXX XXXX XXXX, Mortgage Pass-Through Certificates Series 2005-8, Pooling And Servicing Agreement has been included below : SECTION 3.07 Collection of Certain Mortgage Loan Payments.
The Master Servicer shall make reasonable efforts to collect all payments called for under the terms and provisions of the Mortgage Loans, and shall, to the extent such procedures shall be consistent with this Agreement and the terms and provisions of any related Primary Mortgage Insurance Policy and any other applicable insurance policies, follow such collection procedures as it would follow with respect to mortgage loans comparable to the Mortgage Loans and held for its own account. Consistent with the foregoing and the servicing standards set forth in Section 3.01, the Master Servicer may in its discretion ( i ) waive any late payment charge or, if applicable, penalty interest, only upon determining that the coverage of such Mortgage Loan by the related Primary Mortgage Insurance Policy, if any, will not be affected, or ( ii ) extend the due dates for Monthly Payments due on a Mortgage Note for a period of not greater than 180 days ; provided that any extension pursuant to clause ( ii ) above shall not affect the amortization schedule of any Mortgage Loan for purposes of any computation hereunder, except as provided below. In the event of any such arrangement pursuant to clause ( ii ) above, the Master Servicer shall make timely advances on such Mortgage Loan during such extension pursuant to Section 4.03 and in accordance with the amortization schedule of such Mortgage Loan without modification thereof by reason of such arrangements. Notwithstanding the foregoing, in the event that any Mortgage Loan is in default or, in the judgment of the Master Servicer, such default is reasonably foreseeable, the Master Servicer, consistent with the standards set forth in Section 3.01, may waive, modify or vary any term of such Mortgage Loan ( including modifications that change the Mortgage Rate, forgive the payment of principal or interest or extend the final maturity date of such Mortgage Loan ), accept payment from the related Mortgagor of an amount less than the Stated Principal Balance in final satisfaction of such Mortgage Loan ( such payment, a Short Pay-off ) or consent to the postponement of strict compliance with any such term or otherwise grant indulgence to any Mortgagor, if in the Master Servicers determination such waiver, modification, postponement or indulgence is not materially adverse to the interests of the Certificateholders ( taking into account any estimated Realized Loss that might result absent such action ). ( emphasis added ) Since the eligibility requirements of the owner/guarantor/trustee are not the reason for the denial, I request that the modification application be re-reviewed for any and all programs offered by the owner/guarantor/trustee as was promised by Mr. Cooper when the process was started.
Thank you for your continued cooperation on this matter.
Sincerely, XXXX XXXX XXXX XXXX
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06/16/2022 |
Yes |
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Web |
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On Tuesday, I am closing on the sell off my home. The title company, XXXX XXXX, is required by Texas state law to pay HUD directly to remove a Partial Deed Claim lien through Mr. Cooper. However, when the title company received the mortgage payoff, Mr. Cooper ( Nationstar Mortgage XXXX ) included a general lenders fee in the amount of the HUD loan and instructed XXXX XXXX XXXX company to pay Mr. Cooper directly and Mr. Cooper will pay directly HUD to remove the Partial Deed Claim lien. This seemed abnormal and Mr. Coopers instruction on their payoff instructs us to pay HUD directly with specific instructions for the lien release. My contract for the HUD loan states the same, to pay HUD direct BUT Mr. Cooper explicitly told XXXX XXXX NOT to HUD. So, to mitigate this circumstance, I requested the Lenders Fee line on the payoff quote be updated to reflect that Mr. Cooper will remit payment to HUD. Mr. Cooper DENIED all requests. I communicated to Mr. Cooper that per Texas state law, if the lien is on county record and listed as a lender fee, I would be required to pay both HUD and Mr. Cooper to release the lien and sell my home. Mr. Cooper still refused to remove or update the payoff quote.
Fraudulent Activity : When I called back in XX/XX/2022 to see why their was a lien on my home, Mr. Cooper said they already paid HUD on my behalf and HUD failed to process the paperwork to remove the lien. I requested proof of payment for the HUD lien payoff and I was sent the attached document as proof. However, it shows Mr. Cooper took out a SECOND MORTGAGE claim without my permission with XXXX XXXX XXXX XXXX, NOT directly with HUD so there is no way they are paying HUD directly. That is why they are verbally telling the title company and I not to pay HUD to release the lien. Also, when I received a communication from XXXX about them acquiring a loan, I reached out to Mr. Cooper and they said that there was no record of any Mortgage with XXXX. I emailed their research department and got no response. The email is attached.
So, to close by contract date, I may have to pay double for this lien and it is my fear that Mr. Cooper will not return my money. This is predatory, unethical, and possible illegal. This has caused so much stress Ive been to urgent care, monitored by my PCP, and prescribed medication. So, I feel the need to seek help and protection. My last communication to Mr. Cooper is below : I'm formally requesting the immediate removal of the " Lender Fees '' on my official Mr. Cooper payoff. The Mr. Cooper payoff statement instructs me to pay HUD directly which is odd because Mr. Cooper is verbally telling me, and XXXX XXXX, NOT to pay HUD. The loan modification contract that I signed for states the same as well. So, why are you verbally asking me to do something that is outside of legally binding documents?
Here is why you requiring me to pay Mr. Cooper : The attached document, sent to me by Mr. Cooper, shows an FHA settlement with funds from XXXX XXXX XXXX XXXX directly to Nationstar ( Mr. Cooper ) on my property. However, Mr. Cooper is REQUIRING me to pay Mr. Cooper so Mr. Cooper can directly pay HUD to remove the HUD lien which is flat out lie. Make it make sense, but you can't because the attached document shows Mr. Cooper received the money from XXXX XXXX XXXX XXXX.
So, am I paying Mr. Cooper directly so Mr. Cooper can pay XXXX and not HUD? If so, this was not in any of the contracts and the contract says pay HUD and so does HUD. Mr. Cooper legally owes XXXX XXXX XXXX XXXX, not XXXX XXXX . I have no contractual obligation to XXXX. My signed contract was with HUD so I don't know why you took out a SECOND mortgage with XXXX XXXX XXXX XXXX without my permission for my property. Y'all need to pay them.
Not sure what's going on, but if you do not remove the " Lender Fee '' off the payoff quote. I am required by Texas state law to pay both Mr. Cooper and HUD to remove the lien to sell my home. Again, please remove this fee and send me an updated payoff.
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02/27/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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In XX/XX/2022 we were impacted by XXXX XXXX, in which we had damage to our roof and flooding. Due to the location of my home on a slope, water came rushing into my garage from the street. Since we are not in a flood zone, we do not have flood insurance to aid in the recovery and loss of appliances ( including the A/C unit and water heater ) and power. We contacted Mr. Cooper, who services our loan, and asked for some relief so that we could take care of the house and get back on track. At the time, Mr. Coopers representative stated that we could have disaster forbearance for 2-3 months, and at the end of that period, we would have some other options to help us out. The options that were shared with me were to have the months that we had in forbearance moved to the end of our loan, to make full payment of all deferred payments at once, to do a repayment plan, or to modify the loan. We ended up taking the forbearance for the months of XXXX and XXXX based on the information provided by Mr. Coopers representative, believing that at least one of the options would actually assist us ( moving the payments to the back of the loan ) vs. causing further harm ( Refinancing to a higher rate, major lump sum payment or much higher payment for a duration of 3-6 months ).
On XX/XX/XXXX I called in to discuss the options that were presented to me in XXXX, thinking that we would have the option of moving the two payments that we had in forbearance to the end of our loan, or be presented with an affordable payment arrangement, but this ended up not being the case. During that conversation, I learned that the investor on our loan actually does not have those options available even though they were presented as options to me in XXXX. I was informed they actually only allowed for two options : 1. Make the full payment, which at this time would be {$9000.00}, including XXXX which would be due 2 days later, or 2. Modify the loan, which would entail adjusting our interest rate. Currently, we have a 3.75 % rate and the going rate at that time would have been nearly double at 6.5 % based on the market, which would have been detrimental to have our payment jump so much. After doing some more research I learned that if a homeowner was affected by a FEMA-declared disaster, which we were, the lenders were taking action to assist the homeowners and allowing them to move the payments missed to the end of their loans. I then called again in XXXX to plead with Mr. Cooper to see if we could have the same treatment as the rest of the homeowners who were affected in the same manner. The way my options were presented during this call felt very much like I was being steered into a higher rate which would greatly benefit the investor, but definitely not with the intent to help the customer.
Now feeling duped by the first representative, I am writing this complaint in the hopes that this will prompt the lender to do the right thing and work with me and provide a reasonable solution such as allowing us to move 2 payments to the end of our loan allowing us to get back on track with our normal monthly payment or providing a payment plan that is affordable. This has put tremendous stress on my family and continues to do so today.
We have made a great effort to stay get and stay current on our mortgage payment as we had only one choice : to attempt to catch up on the 2 months that we had in forbearance. We were able to make 3 payments for XXXX, XXXX, and XXXX but that left us in really bad shape with all of our other obligations and the fact that my wife is still currently unemployed after all of the layoffs that are taking place in the mortgage industry. I dont feel we are asking for anything unreasonable given that the nature of the trouble was caused by a FEMA-declared disaster, which we had no control over. I really feel that this has been unfair treatment and a deceptive practice on behalf of the loan servicer providing options that they should have known really are not options available to me.
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07/02/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
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Mr. Coopers ( Nationstar Mortgage ) incorrectly, deliberately, and fraudulently filed an incorrect report to all credit Bureaus ( XXXX, XXXX, and XXXX ) because I refinanced my loan and moved to another financial institution. This was a pure act of vengeance and vindictiveness because Mr. Cooper lost my business to another mortgage company.
In a major violation of RESPA Act provisions and the Fair Credit Reporting Act by Mr. Cooper, I was reported delinquent in the full amount of my mortgage of {$340000.00} because according to Mr. cooper I had missed one ( 1 ) payment for the month of XX/XX/2020 I have missed no payments at all. The loan was in a refinance to another company, and full payment ( payoff amount ) was made to Mr. Coopers on XX/XX/XXXX ( Friday ) afternoon. Mr. Coopers did not book the payment in their records till XX/XX/2020 ( immediately after the weekend ) and hence reported me as delinquent. I have never missed a single payment with Mr. Cooper, and I was not notified even once that they planned to file a foreclosure delinquency report to the credit bureaus. I have no missed or late payments ever. I have all the proof and documentation that the payment was made on XX/XX/XXXX and hence the account could not be delinquent, yet Mr. Cooper reported be delinquent in the full amount of {$340000.00} outstanding principle despite having received full funding for the loan on XX/XX/XXXX.
RESPA provisions clearly prohibit a mortgage lender from reporting any adverse credit reports for a period of 60 days when a mortgage loan is in refinance / transfer stage. Clearly Mr. Coopers violated this provision, and deliberately damaged my credit score to cause me irreparable harm.
All refinancing paper work was completed in a timely manner and funding was provided in excess of the outstanding mortgage amount ( I have in fact received the overage back from Mr. Cooper already ) Mr. cooper was fully aware that this loan is being refinanced and transferred to another financial institution.
Further, if Mr. Cooper thought I was delinquent for the month ofXX/XX/2020( just one month ), why did they report me as delinquent for the full outstanding mortgage amount. They reported this as a foreclosure when they already had received full payoff amount a month prior to reporting me. My monthly payment was a paltry {$2200.00} but Mr. Cooper made sure they reported a huge outstanding amount to damage me intentionally.
When I contacted Mr. Coopers customer service, and even escalated the call, I was laughed at and told clearly and categorically that they did this reporting so that it stays on my record for 7 years. it was a clear attempt to tarnish my credit history, my future loan prospects, and attack my employment prospects. All this for a supposedly missed payment of only one month ( even though there is no missed payment ).
The customer service agent further mocked my accent since I am of XXXX origins and it clearly showed Mr. Coopers discriminatory and vindictive behavior towards a customer they lost due to their bad servicing of my mortgage account. Just because I am from XXXX does not give Mr. Coopers the right to abuse and threaten my standing. I was further told that Mr. Coopers will NOT rectify this mistake.
I am US citizen, had a near perfect FICO credit score of 813, earn approximately {$330000.00} per year, and have never been late on any payment with any bank or credit card. I have more than sufficient funds in my bank to outright pay off any such mortgage so there was never an issue of my inability to pay a loan installment. Now my credit score has dropped by almost a 100 points due to this fraudulent and willfully incorrect credit reporting by Mr. Coopers.
Mr. Coopers was provided proof that they received the full payoff amount funding on XX/XX/2020 and they still did not do anything to reverse their incorrect reporting.
I sincerely hope CFPB can get this resolved for me as I am only seeking a reversal of the incorrect credit report.
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03/13/2022 |
Yes |
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- Trouble during payment process
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Web |
Older American |
Good morning, Correspondence Sent to my XXXX I received the attached correspondence from Mr. Cooper dated XX/XX/XXXX advising/stating that I need to make my Mortgage Loan Payments before the XXXX of the month to avoid my payment being classified/flagged as late payments.
This is not consistent with my monthly statements or terms of my Loan with Mr. Cooper dba Nationstar... which clearly states that " payments made after the XXXX of each month or on the XXXX are considered late payments.
If there has been a change to the terms of the loan for my property, It is my expectation that Mr. Cooper should have provided the new terms formally in writing and by mail, not via the email correspondence received yesterday.
There is enough stress in life ; Mr. Cooper is continuing to add to my stress by inaccurately reporting my mortgage payments to credit bureaus damaging my credit rating. I have been trying to recover since being downsized by XXXX.
First of all, Mr. Cooper denied the inaccurate reporting and advised that I needed to provide documentation to prove this ; I did. Mr. Cooper did not move swiftly to correct this issue or resolve this matter. Can this latest action be considered retaliation? Thank God for My ID XXXX XXXX XXXX XXXX who alerted me to this. I will be filing formal complaints with those who regulate the industry.
Disappointed beyond measure.
From : XXXX XXXX XXXX Sent : Friday, XX/XX/XXXX XXXX AM To : Research Outgoing XXXX Cc : XXXX XXXX XXXX Subject : Re : Research Reference # XXXX Good morning, To whom it may concern : I am once again demanding for the third time that Mr.Cooper correct the misinformation reported on my account to the three Credit Bureaus .
Yet the reporting of this misinformation has been repeatedly denied by Mr. Cooper.
File attached.
I have not had one late payment since the Modification of my Loan ( with the support of XXXX ) Yet Mr. Cooper has chosen to flag my account with negative comments and misinformation of a missed or late payment when there has not been any since the loan was modified. I have not had a missed payment in 3 YEARS.
Please update my file immediately or I will be forced to file complaints with : The Attorney General 's Office The Office of Consumer Affairs The Federal Trade Commission The XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, Maryland XXXX From : XXXX XXXX XXXX Sent : Thursday, XX/XX/XXXX XXXX PM To : XXXX XXXX XXXX Cc : XXXX XXXX XXXX Subject : Re : Research Reference # XXXX From : XXXX XXXX XXXX Sent : Thursday, XX/XX/XXXX, XXXX AM To : XXXX XXXX Cc : XXXX XXXX XXXX XXXX Re : Research Reference # XXXX Good morning, Attached is documentation supporting requested by the Research department with the negative information posted in my credit file by Mr. Cooper. I am sure that you are aware that this impacts my credit score negatively.
I spoke with two Customer Service Representatives XXXX and XXXX yesterday, XX/XX/XXXX. I don't appreciate Mr. Cooper 's Research Department stating that this was not factual, and notations made to my account records that late payments were never reported to any credit reporting agencies on my account ... as if I am making this up in my head.
Since my Loan Modification, I have not had a single late payment from XX/XX/XXXX to the Present. However, I keep getting numerous email messages monthly and sometimes calls even though I have not had a single late payment in 3 years.
I will continue to make my account payment between the XXXX and XXXX of the month ; payments are not late until the XXXX of the month.
Nationstar XXXX Mr. Cooper did everything possible to deny me a XXXX XXXX until XXXX stepped in to help me save my home of 29 years.
Nationstar dba Mr. Cooper made me take out an entirely new loan, causing me to start from scratch.
Can any of these actions be classified as Red Lining?
The attached data shows where Mr. Cooper made changes. I would like a formal letter of apology.
XXXX XXXX XXXX XXXX -home XXXX - mobile
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01/26/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
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Web |
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The issue is 26 late payments on me and my wife 's credit reports due to a system error on a joint mortgage account that was always paid on time using autopay. ( will attach docs to support this ).
This is an ongoing nightmare me and my wife are going through over the past 3 years.
Sent many dispute letters to the creditor and to the 3 bureaus, was promised multiple times that all late payments will be removed, we also has a letter from the bank stating we were never late on this account, also have a recording of a phone call with bank 's permission were the representative admits there was a system error and promised again that all late payments will be deleted from both of our credit reports.
As of today, for an unknown reason XXXX reports 6x30 days late payments, XXXX reports 24 lates, and XXXX 23 lates.
We have always paid our mortgage on time for many years, enrolled in autopay and making 2 payments per month. Our mortgage is currently with Mr. Cooper/Nationstar, XXXX XXXX is the mortgage servicer who's collecting from us and disbursing payments to Mr. Cooper.
I will attach here our mortgage transaction history confirming payments have been made on time, letter from the mortgage servicer ( XXXX XXXX ) confirming we were never late, copy of a page from my credit report showing all the late payments, and a few bank statements showing payment made on time while showing as late on our credit reports. ( XXXX XXXX XXXX XXXX ) PLEASE HELP us to resolve this issue and have all late payments on this account removed from XXXX XXXX XXXXXXXX XXXX.
Her is a small portion of our previous communication with Mr.cooper/Nationstar and their response : XX/XX/XXXX : we spoke with XXXX, he stated that the funds were misappropriated and went to the wrong account. Said he'll contact their XXXX XXXX ' and get back to me and never did.
XX/XX/XXXX : I spoke in length with XXXX from Mr. Cooper & XXXX from XXXX at XXXX who opened an investigation. Their supervisor said he made all the necessary changes. The next month, the money was withdrawn from my account on time and i received again a late fee and 30 days late on my credit report.
XX/XX/XXXX Spoke to XXXX who sent me to XXXX who sent me to XXXX XXXX from Escalation department, she promised the issue was fixed and late payments will be removed in up to 30 days and she will email me a deletion letter. Nothing was sent! and i called and wrote XXXX emails to her and never got a response.
XX/XX/XXXX spoke with XXXX to follow up with XXXX XXXX, no response.
XX/XX/XXXX spoke with XXXX at XXXX, she said that the transaction history is our proof that issue was corrected and she'll submit a request to delete the late payments as the system does not show that previous request was made.
XX/XX/XXXX XXXX sent a letter stating that we had a shortage of {$5300.00}. Again, upon checking my bank account all monthly payments were made on time. To avoid further issues i sent a check for {$5300.00} on XX/XX/XXXX.
XX/XX/XXXX following many joint calls with Mr. Cooper i received a letter from XXXX stating that my credit might have been affected due to processing error and that they sent Mr. Cooper a letter requesting a removal of all late payments.
XX/XX/XXXX spoke with Mr. Cooper again..
XX/XX/XXXX spoke with XXXX at XXXX I have many more...
*** XX/XX/XXXX : SPOKE WITH XXXX XXXX ( resolution team ) at XXXX. She said they will delete the late payments from both reports ( XXXX XXXX XXXX XXXX and will call me to follow up on XX/XX/XXXX. She also emailed me the payment activity on the account. XXXX I received the payment history but NO CALL OR RESOLUTION.
XX/XX/XXXX : SPOKE WITH XXXX FROM XXXX AND XXXX FROM MR. COOPER ON A 3 WAY CALL at XXXX, ASKE PERMISSION TO RECORD THE CALL, SHE AGREED, we went over all the late payments, she said she sees the error and promised that this time it will be resolved and get deleted from our credit reports. Again, nothing was resolved and we never heard back from anyone.
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05/24/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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**Note : A PDF of this letter is attached** Re : Complaint - Loan Number XXXX - Mr. Cooper Loan Servicing ( Formerly Nationstar ) To whom it may concern : My name is XXXX XXXX XXXX and I first want to thank you for reading this message.
Due to a technical problem outside Mr. Cooper 's control, my XX/XX/XXXX payment was unpaid.
However, due to servicing error on the part of Mr. Cooper, I was not awarded the opportunity to correct this issue in a timely fashion to prevent this issue from being resolved before a 30-day late payment hit my credit and was charged a second late fee.
XXXX XXXX XXXX Guideline [ XXXX ] states that Mr. Cooper should have sent a Payment Reminder Notice on the XXXX day of delinquency, with specific criteria. ( Attachment 3 ) I have opted into paperless notices and agree [ d ] to receive all of [ my ] account communications electronically. ( Attachment 4 ) Mr. Cooper did not send a " Payment Reminder Notice '' electronically on the XXXX delinquent day, and no notice has been posted in the online portal. ( Attachment 5 ) On XX/XX/XXXX, I sent a letter to Mr. Cooper detailing these issues ( Attachment 1 ). Mr. Cooper acknowledged receipt of this letter on XX/XX/2023, and responded on XX/XX/2023 ( Attachments 2, 2a, and 2b. ) In their form response, they mention sending statements on XX/XX/2023, and XX/XX/2023, both of which are not Payment Reminder Notices and do not comply with the servicing guidelines that state these documents should be titled " Payment Reminder Notice '' and be sent on or before the XXXX day of delinquency. Mr. Cooper 's response did not address the failure to include the Payment Reminder Notice. '' Their response also mentions sending emails on XX/XX/2023, XX/XX/2023, XX/XX/2023, and XX/XX/2023. However, none of these emails are titled " Payment Reminder Notice, '' and none meet the criteria listed under D2-2-03. Additionally, XX/XX/XXXX, is not an actual date.
During XX/XX/2023, Mr. Cooper bombarded my inbox with 14 emails, the vast majority of them refinancing messages. None of these messages met the requirements listed in the XXXX XXXX guidelines for a Late Payment Letter, which include : State a desire to work with the borrower to preserve homeownership.
State the amount of late charges that are due, if applicable.
Explain that the borrower can seek assistance with household budgeting at no charge from HUD-approved housing counseling agencies that can be found on HUD.gov.
Inform the borrower about the availability of additional educational resources on XXXX XXXX consumer website.
Furthermore, Mr. Coopers Electronic Document Disclosure states You may obtain and print a paper copy of an electronic record through the statements section on the website. No such late payment notice was posted to the statements section of my online account. In fact, the statement section of the Mr. Cooper online portal listed above includes an FAQ section. The first question on the FAQ references Payment Reminder Letters. ( Attachment 5 ) Q : Why Did I Receive a Payment Reminder Letter?
A : If we havent received your payment by the time your grace period ends, well send you a letter to let you know that additional fees may be assessed. Remember that we offer a wide range of payment options, including making your payment online.
Mr. Cooper made an error by not properly sending the Payment Reminder Letter. Based on the information listed on their FAQ, it appears to be a normal practice to send Payment Reminder Letters. However, Mr. Cooper failed to send one to me. I was harmed by XXXX XXXX failure to follow XXXX XXXX servicing guidelines and their own Electronic Statements Disclosure regarding the Late Payment Notice.
I ask that Mr. Cooper take the following appropriate actions to rectify this issue caused by their servicing error : ( 1 ) Crediting the second late fee in the amount of {$79.00} ; and ( 2 ) Deleting the 30-day derogatory mark from my credit record.
Best regards, XXXX XXXX XXXX
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12/10/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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I have filed multiple complaints regarding violations and conflicting information from my Servicing/mortgage company. ****Note to Mr. Cooper Associates**** PLEASE read and answer this ENTIRE complaint. Also, PLEASE read attachments!!!!
I have attempted to settle mortgage and pay-off issues with my Servicing company. So far, I have had no success. As I have stated in former complaints, my Servicing company is quick to reply and then prematurely close the case. However, the issues are still unresolved.
My Servicer REFUSES to admit they they or their predecessors have made violations and errors in regard to my mortgage. Previous owners and servicers of my mortgage have made multiple violations, including the following : 1 ) Nationstar Mortgage DBA Mr. Cooper has provided fraudulent and conflicting information regarding the address of the Assignee/Owner of my mortgage. When XXXX XXXX once again became the Owner/Assignee on XX/XX/XXXX, the recorded Assignment of Mortgage lists an FRAUDULENT address for XXXX XXXX. The address is recorded with the XXXX County Clerk as XXXX XXXX XXXX XXXX, XXXX, Texas XXXX. This is NOT the address of XXXX XXXX or Nationstar/Mr. Cooper. XXXX XXXX XXXX XXXX, XXXX, Texas XXXX is the address belonging to XXXX XXXX XXXX, as confirmed by Mr. XXXX, who is the Facilities Coordinator of XXXX XXXXXXXX XXXX. I am attaching a letter from Mr. XXXX, in which he states that XXXX XXXX XXXX is the sole tenant of the building at XXXX XXXX XXXX XXXX, XXXX, Texas XXXX. 2 ) Nationstar Mortgage DBA Mr. CooperXXXX XXXX can not prove ownership of either the Note or the Mortgage. There was failure to follow the proper chain of title while securitzing the Note and the Mortgage. 3 ) When the Note and Mortgage were pledged as collateral to a securitized trust, there was no physical transfer and delivery of the asset, which was in direct contravention of the trust 's governing document, which was the Pooling & Servicing Agreement. 4 ) When initially transferring my mortgage into the assigned trust, the cut-off date was missed by 4 years. ( See attached documents ) 5 ) XXXX XXXX XXXX XXXX XXXX XXXX XXXX can not prove that they first purchased assets from XXXX XXXX XXXX, XXXX. before the securitization of my mortgage. 6 ) Nationstar Mortgage DBA Mr. Cooper has been deceptive about who actually owns my mortgage. 7 ) Mr. Cooper failed to comply with settlement agreement and refuses to renew this settlement agreement. 8 ) Not only is XXXX XXXX unable to produce the original Note, the copies of the Note have been signed and stamped by alleged Robo Signers. 9 ) My mortgage loan was initially set up improperly in XXXX, adding the impossibility of refinancing or loan modifications, and making a pay-off extremely difficult. 10 ) There is apparent alteration of the Note, when it was stamped after its origination. At some point after the origination of the loan, the Note was stamped with the name of alleged Robo Signer, XXXX XXXX XXXX. This stamp is not accompanied with a Notary Stamp to confirm a date or its validity, and appears ABOVE the signature of the Borrower. As specified by Uniform Comercial Code 3-407. ALTERATION.
( a ) " Alteration '' means ( i ) an unauthorized change in an instrument that purports to modify in any respect the obligation of a party, or ( ii ) an unauthorized addition of words or numbers or other change to an incomplete instrument relating to the obligation of a party. 11 ) In XXXX, I was advised by XXXX XXXXXXXX XXXX ( who was at that time the owner/servicer of my mortgage ) to default on my mortgage in order to complete a loan modification. I soon learned this was the worst advise I have ever received. This is the precise reason my wife and I have have gone through this XXXXXXXX experience for the previous 10 years. This experience over the past 10 years has taken a great toll on my wife 's health as well as my own. It is extremely cruel of Mr. Cooper to refuse to allow this pay-off settlement to take place.
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12/21/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My mortgage is serviced by Mr. Cooper. I have two complaints about their service, both of which have been opened as formal cases with them. They are aware of these issues and appear to be taking no action.
1. I have repeatedly asked Mr. Cooper agents over the phone whether they offer biweekly automated payments. I was told they didnt several times over the first 6 months of my mortgage servicing with them. On XX/XX/XXXX, 9 months after my loan was transferred to Mr. Cooper, I was finally told over the phone that biweekly payments are available if I submitted a formal request form via email. I submitted that request the same day. I heard nothing back for 9 days, at which point I sent an email asking for an update ( XX/XX/XXXX ). That email has never received any response ( today is XX/XX/XXXX ). On XX/XX/XXXX, I also resubmitted my formal request form to switch to biweekly payments. I never heard anything back from Mr. Cooper so I called on XX/XX/XXXX. This is when I learned that my request ticket had allegedly been opened, although I was never informed if that was the case. On XX/XX/XXXX, an agent of Mr. Cooper canceled my auto payment and asked me for a voided check, which was the first time I had heard about this requirement. I requested that they go ahead with my routing numbers and signature because they already have been using my same bank account to take monthly payments for the last 9 months, and thus should not need to reverify it ( and certainly not by asking me to send a photo of a voided check over email ). They refused. I sent them a voided check today ( XX/XX/XXXX ), which they claim to not be able to access for 24-48 hours after someone sends it in their messaging system ( why? I dont know! It makes no sense that a modern messaging system would be set up in this way ). I have still not been switched to a biweekly payment cadence, which would have saved me interest. Each time I call, I am put on hold for a significant amount of time and/or passed around between agents. I believe that Mr. Coopers policy is to place administrative burden on the consumer so they eventually give up on following through with requests like this, that would benefit the mortgage holder but cost Mr. Cooper interest income over time. As of today, my monthly auto payments have been canceled and they have not been replaced with biweekly auto payments- if they dont fix this issue by XX/XX/XXXX, I will be late on my mortgage payment and owe additional fees to them.
2. Along with my monthly mortgage payments, Mr. Cooper has been taking escrow payments out to pay my taxes and insurance. Each month, my escrowed amount is {$450.00}. I found out, completely by accident, when I called on XX/XX/XXXX, that Mr. Cooper actually paid my escrowed tax savings to my city, but they paid them for someone elses property on XX/XX/XXXX. In doing so, they took my own money and used it in a way that I never authorized. They also have yet to pay my own property tax, which is now late by over 2 months and accruing penalties ( not to mention potentially causing my property to be foreclosed on? ). I am on the phone with Mr. Cooper right now ( XX/XX/XXXX ) and have learned that they only opened a ticket about this issue on XX/XX/XXXX, and that nothing has been done with this ticket to-date. They are unable to give me any updates and do not appear to be taking this issue seriously.
I have now been on the phone with them several times about each of these issues ( the current call is at 68 minutes with no updates or progress. They are now asking to call me back because they dont actually want to resolve anything. They also refuse to escalate me to a manager or supervisor and are claiming that all of their managers are in a meeting and cant be reached. I have avoided submitting this request in good faith that Mr. Cooper would attempt to right their mistakes. Ive been patient and hopeful, but its clear that my issues will not be resolved without outside intervention.
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09/25/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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MR COOPER AKA NATIONSTAR OFFERED A FORBEARANCE/DEFERRMENT LAST YEAR AT THE BEGINNING OF COVID IN XXXX. THEY AGAIN OFFERED EXTENSIONS AND MADE STATEMENTS SUGGESTING THAT THE ARREARS WOULD/COULD BE PLACED AT THE BACK END OF THE LOAN. THEY ARE ALREADY CHARGING ME 4.75 % INTEREST AND HAVE NOT OFFERED OR MADE AVAILABLE A LOWER RATE TO ME, WITHOUT THE DECEPTION OF MODIFICATION, OR A RE-FI, WHICH I WOULDNT QUALIFY FOR, NOW THAT THE LOAN HAS BEEN IN A FORBEARANCE PERIOD... THE LAST CONTACT WAS THEIR REP ( XXXX FROM MR COOPER ) SHE MADE IT APPEAR THE ARREARS COULD BE PLACED AT THE END. SHE NEVER STATED IT WAS NOT AN OPTION. NEVER, NOT ONCE. I STARTED CONTACTED HER AT THE BEGINNING OF XXXX TO NO AVAIL. SHE HAS DISSAPEARED. I THEN GET AN EMAIL STATING I HAVE A NEW MESSAGE ON THEIR WEBSITE, TO WHICH IM TOLD I HAVE NEW CONTACT PERSON, NAMED XXXX. SHE SOUNDS NEW AND CLUELESS SO I ASK FOR A MANAGER. I GET TRANSFERRED TO A XXXX WHO IS SO RUDE, AND DISMISSIVE STATING, THAT " THIS SPECIFIC INVESTOR '' DOESNT OFFER DEFERRALS! HE THEN STATES YOU DIDNT MAKE PAYMENTS FOR 18 MONTHS! AND OFFERS NO SOLUTIONS, EXCEPT TO APPLY FOR A LOAN MOD ( WHICH I HAD STATED TO XXXX BEFORE ) I DIDNT WANT TO APPLY FOR OR GO DOWN THAT ROAD, SINCE I AM AWARE OF THE DECEPTIVE PRACTICES OF THIS COMPANY ( DUAL TRACKING, LIES, AND MISINFORMATION, NOT TO MENTION DENIALS ) HE ALSO STATED I COULD PAY THE FULL PAST DUE BALANCE OF $ XXXX OR A $ XXXX LUMP SUM AND PAY THE REST IN THE FORM OF LARGER MONTHLY PAYMENTS. I ASK HIM TO EMAIL OR MAIL THE OPTIONS TO ME. HE FLAT OUT SAYS NO, WE CAN NOT DO THAT, BECAUSE ANYTHING IN WRITING FROM US CAN BE USED AGAINST US ...?! WHAT? THEY ARE A FINANCIAL INSTITUTION HANDLING LOANS!!! GIVNG OUT VERBAL INFO BUT NOTHING IN WRITING!!! GIVING OUT FORBEARANCES AND DECEPTIVE INFO, BUT THEN WHEN ITS TIME TO PAY THEY HAVE NO VIABLE OPTIONS, WONT PUT ANYTHING IN WRITING, WONT DISCLOSE WHO THE INVESTOR IS, AND WANT YOU TO SUDDENLY PLAY BY THEIR RULES, OR ELSE LOSE THE PROPERTY TO FORECLOSURE. THEY HAVE SET UP TRAPS FOR PEOPLE, NOT TO HELP THEM IN SOMETHING THAT WE ARE ALL COLLECTIVELY GOING THRU, BUT TO SAVAGELY TAKE PEOPLES HOMES AWAY FROM THEM BY DECEIT. THIS IS SHAMEFUL. I TOLD HIM I DIDNT LIKE THE WAY HE WAS SPEAKING TO ME AND TO PLEASE LISTEN TO THE CALLS WITH XXXX XXXX HE CALLS ME A FEW MINUTES LATER TUESDAY XX/XX/XXXX AND ITS THE SAME ABUSIVE TONE AND TELLS ME HE DIDNT HEAR HER SAY THAT ON THE CALLS AND LIES ABOUT THE CALLS. I ASK TO SPEAK TO HIS MANAGER SO HE TRANSFERS ME TO XXXX XXXX, LOSS MITIGATION MANAGER, WHO SAYS SHE WILL LISTEN TO THE CALLS BUT EVEN IF XXXX SAID A DEFERRAL WAS POSSIBLE, ITS NOT AND THEY WILL USE THIS AS A TRAINING EXERCISE. LIES-THEY TRAIN THEIR PEOPLE TO DECEIVE HOMEOWNERS INTO THINKING THEY WILL RECEIVE A VIABLE OPTION, ONLY TO SET THEM UP FOR A NO WIN SITUATION. THEY REFUSE TO DISCLOSE TERMS IN WRITING, REFUSE TO DISCLOSE INVESTOR INFO, REFUSE TO TAKE RESPONSIBILITY FOR THEIR DECEPTIVE PRACTICES, BUT THEN WANT YOU TO PROVIDE ALL KINDS OF DOCUMENTATION ONLY TO USE IT AGAINST YOU AND IN THE END REFUSE ANY ASSISTANCE. THIS COMPANY NEEDS TO BE SHUT DOWN. I DONT KNOW HOW THESE PEOPLE SLEEP AT NIGHT WITH ALL THE LIES THEY TELL. THE CFPB NEEDS TO GET THEM TO COMPLY. MS XXXX CALLED ME ON WEDNESDAY XX/XX/XXXX ONLY TO ALSO LIE ABOUT THE CALLS AND STATE THE DEFERRAL ISNT AN OPTION AND WHEN I ASKED WHAT THE OPTIONS WERE SHE SAID, LOAN MOD, PAY THE ENTIRE BALANCE, PAY 16 MONTHS AND ADD THE ADDITIONAL 2 MONTHS TO FUTURE PAYMENTS, OR BASICALLY HAD OVER THE HOUSE. HA! WHAT A JOKE. SO I ASKED HER TO TELL ME WHAT THE PAYMENTS WOULD BE AND SHE DISCONNECTED ME AND DIDNT CALL BACK! I CALLED HER BACK ON XXXX ( THE # SHE CALLED ME ON ) AND IT WENT TO VOICEMAIL AND A XXXX VOICE RECORDING CAME ON SAYING XXXX ISNT AVAILABLE ....?? I LEAVE A VOICEMAIL DEMANDING A CALL BACK AND ALSO EMAIL HER. TODAY IS FRIDAY XX/XX/XXXX AND STILL NO CALL, NO EMAIL, NOTHING. MR COOPER IS A DECEPTIVE, UNETHICAL COMPANY WITH HORRIBLE PRACTICES THAT NEEDS TO STOP.
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03/07/2021 |
Yes |
- Mortgage
- Other type of mortgage
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- Struggling to pay mortgage
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Web |
Older American |
After the Covid19 pandemic relief My loan was approved for modification on XX/XX/2021. According to the disclaimer online a lost mitigation specialist will contact me between 10 to 14 business days. No one has contacted me to inform me of the status of the modification. I went online again to reapply because I had absolutely no inclanation of what was going on and still had no response from my assigned loan specialist. I hadnt received any correspondence from Mr. Cooper Mortgage company with any terms and conditions of my loan modification to sign. My loan specialist XXXX XXXX never made the effort to contact me by phone nor in writing to advise me that my modification was approved ; However Mr. XXXX did make effort to assure I received two denial letters informing me my modification was denied since I failed to make my first payment during pretrial.
As a consumer, I entrusted the employees that The Cooper Mortgage company hired as representatives f to uphold his company mission statement by guiding me in the right path on the process of the loan modification with accuracy. I am sure the Cooper Mortgage company is not in the business of misleading his consumers. I have done my due diligence by applying for a loan modification after the pandemic which affected millions of Americans who have lost their primary source of income. Furthermore I lost my husband in the process of this pandemic. I have no intention of losing my home as well. That is the reason I applied for the modification not once but twice due and continuously contacting the modification department for updates. I understand that the loan specialist might be overwhelmed with Loan Modification application, However It cant be at the loss of my home because my specialist failed to inform me of the trial that I was placed on and the steps I need to take to prevent my modification being denied. Seems like none of the customer representative or loan specialists are on the same wavelength. I have been misguided, misinformed with incorrect information. The main reason I applied for the modification is to prevent my home going into foreclosure. I was waiting to sign documents that I never received. If I was made aware I am on pre trial, I would make the first payment to remain on the pre trial and to prevent this unforeseen errors I was trying to prevent at first.
Again, on XX/XX/2021, I received a letter stating that they have all the documentation they needed and I didn't need to do anything else. I was in an evaluation process and once they have concluded their evaluation they will notify me in writing.
On XX/XX/2021 I called customer service to check the status of my loan modification, and spoke with XXXX, she advised me that they have not even reviewed my loan modification request and she can help me resubmit my loan modification request to my surprise! The rep proceeded to cancel the approved loan modification, and asked me a series of questions and advised me that she was going to mail out the modification packet to my home and etc. I asked her should I make my XXXX payment at least, because I didnt want any unforeseen problems. she said no, because you would have to make the full payment of XXXX upfront to bring your loan current. Of course I panicked and entrusted her that she was advising me with the correct information and what was in my best interest. Apparently XXXX canceled my approved loan modification, which She failed to inform me that I am currently on a modification plan trial.
I have resubmitted a loan modification application to fix the errors from the last loan modification. The system is asking to submit documents. I spoke to a loss mitigation escalation specialist by the name XXXX XXXX advise me that I would not have to submit any documents due to the pandemic. needed to process the modification. Now the system is asking for XXXX, XXXX and proof of income.
Kind Regards XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX , FL XXXX LOAN NUMBER -- XXXX
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07/23/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I sent the following message last week to the Texas Banking Commission. I received a notice today that I should have sent it to you.
On XX/XX/XXXX on Chapter XXXX Bankruptcy case was discharged ( Discharge letter, court order, and notice of final cure payments attached ). On or about XX/XX/XXXX, I mailed our XXXX mortgage to Mr. Cooper. I had clearly marked that {$1200.00} was to go to an additional principle payment ( copy of payment coupon attached ) Check # XXXX cleared our bank account on XX/XX/XXXX. On or about XX/XX/XXXX we received " Response to Notice of Final Cure Payment '' ( attached ) from XXXX XXXX XXXX, attorneys for Mr. Cooper indicating that all charges had been paid.
When we received our XXXX payment statement, I noticed that the {$1200.00} had not been applied to the outstanding principle as I had directed with my XXXX payment. I called Mr. Cooper and was told that since the bankruptcy had just been discharged, that I would take a while to post the payment, but that it would be done by XX/XX/XXXX.
On XX/XX/XXXX I contacted Mr. Cooper through their secure " contact '' on their website. I received a generic reply stating that my request had been sent to another department. On XX/XX/XXXX, I received an email reply ( letter attached ) stating that the {$1200.00} payment had not been applied to additional principle as I had directed, but had been applied as an additional monthly payment and that now, I didn't have a payment due until XX/XX/XXXX. What right does Mr. Cooper have to just apply my money as they please when they had been instructed to apply the {$1200.00} to additional principle.
As of today, XX/XX/XXXX, the additional principle payment that cleared our bank on XX/XX/XXXX is still sitting somewhere at Mr. Cooper as " unapplied '' ( posted payments list attached ). On XX/XX/XXXX, I received a phone call from Mr. Cooper stating that the funds had now been applied to the principle on my loan. I went to the Mr. Cooper website to check. The funds had not been applied. They were and still sitting in their " unapplied '' fund. On XX/XX/XXXX and on XX/XX/XXXX ( email chain attached ), I sent two more messages.
Certainly, Mr. Cooper has the same documentation that I do that all " final payments to cure '' have been made. Why does it take 3 to 5 days, or 7 to 10 days for them to figure out that they ignored what I had asked and did not apply my {$1200.00} payment to additional principle? I have not received any replies after my last two emails.
While we were in the bankruptcy, by mistake, I missed payments in XXXX of XXXX and XXXX of XXXX. We were visiting our daughter in Florida, and her internet service is terrible. Both times, that I missed the payments we were at her home. As soon as I found out that I had missed those payments, I made them. Instead of Mr. Cooper sending a note, or charging a late fee, they hired their attorneys and threatened us with foreclosure. Since we didn't receive any statements from Mr.Cooper for the five years of the bankruptcy, I had no way of knowing that I had missed the payments or even if Mr. Cooper was applying my payments to my loan. So, instead of late fee, we had to pay almost {$2000.00} in attorney fees. Now, I am trying to make an extra payment, and Mr. Cooper is screwing around with my money and not applying it to my principle balance.
Now, today, I received a letter ( attached Cooper letter XXXX ) stating that they would have a decision by XX/XX/XXXX!!! What decision??? It is my money, and I want it applied to the outstanding principle. This is ridiculous!! Something needs to be to be done about Mr. Cooper.
I don't know if you check or not, but if you go on-line, this is not the first complaint against Mr. Cooper. Maybe by the time that you look into this, the problem will have been resolved, but why should Mr. Cooper be allowed to just sit with my money for almost two months??
Sincerely, XXXX & XXXX XXXX XXXX XXXX. XXXX XXXX XXXX, WI XXXX XXXX
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02/08/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My mortgage provider continues to incorrectly apply funds. They send my monthly statements but the amounts that they claim that I owe are not consistent even though I make my monthly mortgage payment for the amount that it is supposed to be. I am also paid one month ahead on my mortgage payment and because of how they apply the funds they say that I am not a month ahead, even though I am. Also i received a statement from them stating that my mortgage payment went up {$230.00} monthly and then another stating that is went up {$270.00} monthly. They say it is because I have a escrow shortage, however my taxes have not gone up almost {$3000.00}. Also they said I had a escrow shortage of {$1600.00}. I did pay the amount of {$1600.00} for their alleged escrow shortage so my monthly payment would remain the same, also I paid it because I figured that if it proves to not be truthful information then they would legally owe me that amount back, I do not feel comfortable giving them any extra funds due to the fact that nothing is ever applied correctly, but I did pay that as additional directly to my escrow account. I had called them and spoke with a woman by the name of XXXX on XXXX XXXX when I received the first statement saying I would owe a higher amount than usual and was for my XXXX payment. I had already made my XXXX payment on XX/XX/XXXX, She even got on a XXXX way conference call with my bank that I make the monthly payment from so I could prove that all of my payments were made and that I am paid XXXX month ahead. In XX/XX/XXXX they took my monthly mortgage payment and applied {$420.00} as additional principal which I never asked to have done and who knows what they did with the remainder of my payment, XXXX said that must have caused the issue so she would have a payment audit of my account done, which to date ( XX/XX/XXXX ) has not been performed. Then I have a statement stating that I owe my mortgage payment + a increase to that amount of {$270.00} monthly. and it says it is due XX/XX/XXXX, I have already made not only my XXXX payment but I also have made my XX/XX/XXXX which was withdrawn from my account on XX/XX/XXXX as well as another payment of {$1600.00} to the escrow account additionally. I called to request another escrow analysis be performed to reflect that I paid the shortage, I spoke with a woman named XXXX and then a woman named XXXX. XXXX said she will request the escrow analysis be redone, but claims even though I paid the shortage that the escrow will still be short and that my monthly payment will be at least {$110.00} additionall to my monthly payment that my escrow is actually short. {$2800.00} not {$1600.00} even though that is the amount they said it was short. Then I asked to be transferred back to XXXX because she was helping me to resolve the situation of having my monthly payment get rectified, however I was told that she is available but not responding so they took my contact info. She was supposed to call me back, she has not yet done so. She said that she had to talk to a different department at the time and they were not open yet, which is their bankruptcy dept. We did have to file bankruptcy due to ongoing problems with this mortgage provider, The bankruptcy has been discharged, however XXXX said that the XXXX payment where they only took {$420.00} and applied it to additional principal, when I actually paid my usual payment of {$1400.00}. That it occured when we were in bankruptcy even though the bankruptcy was discharged on XX/XX/XXXX. Therefore that department had to correct it. but we have not been able to get ahold of that department nor has their own representatives. Also during the bankruptcy towards the end twice our lawyer had to contact their lawyer because they said we were behind on our monthly payments, when we were actually 1 month ahead. It always came back stating that they made a error. This happened right up to the discharge and now we are dealing with this yet again.
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03/10/2021 |
Yes |
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Web |
Servicemember |
I am a veteran using a VA loan that is serviced by Mr. Cooper. An XXXX XXXX service member is attempting to assume my loan, as is allowable by my mortgage contract and by law. Mr. Cooper spent three weeks lying and telling me that my loan was not assumable, and that this was only possible through death and divorce. I explained to many representatives that this was not true, and a simple look through my documents, a simple phone call to the VA, or a simple web search would have told them that I was correct. Instead they would not let me apply for an assumption and I was forced to write to the CEO with my issue. I'm not 100 % sure this was the reason I was finally sent an assumptions packet, but I was able to submit this packet to their assumptions department. After that submission, I was not spoken to again. There was no confirmation it was received, and I tried numerous times to email various departments, including the assumptions department itself and several customer service managers who assured me " they'd get back to me '', with no response. Not even an automatic reply. What kind of company completely ignores its customers like this? Finally XXXX day out of the blue, the individual assuming the loan received a call from a loan processor that he had received our packet and was working on the assumption. I still had not been contacted, and have not been provided the courtesy of a response from anyone unless it's initiated by me. Mr. Cooper then proceeded to ask for a mountain of financial paperwork, which I can understand when attempting to determine creditworthiness for the loan. After that was submitted back to underwriting, they again asked for even more information. This was provided, and when returned they needed additional information, which a. they should have requested all at one time if they consider themselves mortgage professionals and b. some of the information requested this third time is absolutely outlandish and not required according to VA underwriting requirements. The individual assuming the loan has recently gone through a divorce, and one supposed requirement from Mr. Cooper is the divorce decree, " otherwise we can not move forward. '' First of all, in the state of Washington where the separation and divorce occurred, a separation agreement is legally binding and can legally be used in place of a divorce decree ( and it has been signed by a judge ). Secondly, this is not required per VA underwriting requirements. Third, VA loan assumption requests are supposed to have a 30-day time limit, which we are quickly approaching. A final divorce decree could take any period of time to be received, so you are telling me that a person who is separated is just not allowed to buy a home, and we should just wait for months and months before closing the loan? Oh and once a period of time has passed, underwriting will surely ask for more paperwork that is current. This turns into an endless cycle of frustrating and wasting my time. A new loan can be accomplished in 30 days. If people were not incompetent, this should too. This company refuses to budge even when presented with this legal information, and they are now holding my loan hostage. Keep in mind we are now one month behind our original closing date schedule because this company illegally and wrongly told me my loan was not assumable and wasted precious time. Now, they are forcing a divorced woman to live with her ex husband because they won't clear us to close. They have forced me to miss out on 5 ( and counting ) homes and put my professional career on hold because they can't and won't do their jobs, nor will they apply common sense and logic to this situation. I am beyond frustrated, fed up, and need assistance in getting this completed. We can't just keep waiting around for this company to continually mishandle a process that is supposed to be considered a benefit of holding a VA loan. I expect a response and a satisfactory end to this process.
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06/23/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I have been struggling to pay my Mortgage since I had a horrible car accident. I catch up and then life happens and I run behind. I just went to XXXX to send {$9000.00} which I received from Unemployment and Mr. Cooper who I was sending it to would not allow me to pay them. I spent an hour and a 1/2 at the XXXX store with the Supervisor and 2 other wonderful employees. After they would put in the information it the computer would say : invalid Account. : I called Mr. Cooper from the store to confirm my Account number and the Representative confirmed it. The Supervisor, XXXX from XXXX tried it again. It had the same message, " Invalid Account. '' The computer gave a telephone number to call of XXXX. We called it from the store and that is a Company called XXXX, the automated asked for my account number and being I had no idea who they were I had no account number to put in automatedly so I waited for a Representative to pick up the phone which she did and she had no record of my account. Clearly because I don't have one with them. She did offer me to pay her the {$9000.00} and she would give it to my Mortgage Company, Mr. Cooper. Apparently she thought I was stupid. I then called Mr. Cooper back because they have been XXXX with my account for 2 years. There was a class action suit against them by the Justice department of XXXX XXXX dollars. I filed to get in it but because I have a horrible situation with a man, XXXX XXXX from my town which I campaigned against he has gone on a witch hunt for me they listened to my telephone calls and got the information of every Company I deal with and found some criminal to do favors in these Company 's. He was a past Police Commissioner so he has a lot of pull. He resigned after 6 months due to a scandal. He also worked at the DAs office and had to resign from there as well. This shows that this man has absolutely no integrity and is better know as a dirty cop. I spoke then to XXXX at Mr. Cooper who informed asked me how much I was sending and I told her {$9000.00} she informed me that It was not the minimum payment amount they were requesting. I asked her what was the amount and informed her that we were in a pandemic and there was no minimum amount as she told me I was in the forebearance issued by the Cornona Virus Care Act. She would not give me the amount because clearly that would be illegal during this pandemic. XXXX kept putting me on hold I was on the phone with her for over an hour. She then came back on the line and said to try again that it should work now. I went in the store and tried it again while XXXX, of Mr. Cooper was on the phone listening and again it did not work and the message on the computer was " Invalid Acct # - Not minimum payment amount. '' The forebarance she explains expires on XX/XX/2020. My Attorney told me that I could make payments and I should and before XX/XX/2020 they would have to offer me some relief. They have taken me off of line from making payments numerous times. They purposely are trying to push me into foreclosure. What should I do? I wanted to pay them the {$9000.00} plus by XX/XX/2020 I should have another {$3000.00}. I wanted to pay them as much as possible before I asked for any relief which has to be done by XX/XX/2020. They have denied me any modifications when was eligible. Please help me to make this Company act accordingly as I have many recordings that will show their illegal activities.
Please contact me at XXXX. My mail is taken from the Post Office as well as my postman and a postwoman signed 2 certified letters in the past that I received from Mr. Cooper. I found out that XXXX XXXX use to run the XXXX XXXX Post Office so therefore they are doing it for him. I have never seen so many criminals with badges. Federal, State etc ...
I am patiently awaiting your reply. My internet and telephones are compromised as well so if you call my number and I don't answer your call would have been deviated. Please help me.
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09/24/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Older American, Servicemember |
To whom it may concern, I am writing this complaint because my Loan servicer Mr. Cooper has put a Notice Of Trustees Sale date on my Single family resident, before the California Foreclosure Moratorium ends on XX/XX/XXXX. My home is scheduled to be sold at auction at the XXXX Courthouse on XX/XX/XXXX at XXXX XXXX. How can Mr. Cooper place a sale date during the Moratorium? Because I have XXXX XXXX, I had requested that my son XXXX be authorized to talk to Mr. Cooper on my behalf. XXXX Has kept in constant communication with Mr. Cooper. I have requested several loan modifications from Mr. Cooper website during my Forbearance period, but they have all been denied within days of applying. I was never given the opportunity to fill out a Mortgage Loan Modification Application with proof of my income. When I questioned this, Mr. Cooper 's customer service Agent response was, they have all the information that they need to evaluate my eligibility to see if I qualify for a loan modification. I remember thinking to myself, this is not fair, I haven't submitted any type of Loan Modification application, or any income, how can they decline my loan Modification without this vital information. The last loan modification that I applied for was on XX/XX/XXXX and was denied on XX/XX/XXXX. The denial letter that I received from Mr. Cooper shows ( Proprietary Modification - Declined ) ( Short Sale - Conditionally Approved ) Deed In Lieu - Conditionally Approved. ) The denial reason for the Loan Modification says, Insufficient monthly payment reduction, we are unable to offer you a modification because in performing our underwriting of potential modification we could not reduce your principal and interest payment. I was given different reasons verbally from Mr. Cooper 's customer service agents why my Loan Modification was declined. I've been told because, I modified my loan back in XXXX and can't modify it twice. I've also been told, they are not able to lower the interest rate any lower, Well my Interest rate just went up from 2.00 % to 3.00 % increase this XX/XX/XXXX. My son XXXX has asked Mr. Cooper customer service agents verbally, to please help us stay in our home. We have asked Mr. Cooper, can you please modify the payments that I am behind on by putting the missed payments on the back of the loan, or modify the loan to a 40 year loan, or lower the rate back to 2.00 %. I have even offered to pay {$20000.00} and leave 2 monthly mortgage payments in their escrow account, so I could be ahead of schedule on my monthly mortgage payments. Mr. Cooper could have worked with that and used all my other suggestions along with possibly adjusting my mortgage payments a little bit higher to make this Modify work. Mr. Coopers customer service agents said, the only way to keep my home is to Reinstate the loan, in a one lump payment of {$59000.00}. I am a XXXX XXXX XXXX woman that was impacted by Covid - 19, because of no fault of my own. My son and his three children have moved into my home, to assist me with the mortgage payments. We are about to become homeless with nowhere to move because there are not many places to rent in XXXX county that are affordable. When I went into Forbearance I was already behind on my mortgage payments and was told by Mr. Coopers customer service agent that when my Forbearance time ends, worse case scenario would be, the lender may require me to pay all missed mortgage payments prior to the pandemic upfront and they would move all forbearance missed payment to the back of my loan, but that did not happen. I did want to mention that XXXX XXXX is the investor for my mortgage loan. XXXX XXXX bought my mortgage loan from XXXX XXXX XXXX back in XXXX for {$150000.00} when my mortgage balance was at {$570000.00}. I feel they want my house to foreclose, because they stand to profit huge. Please help me modify my mortgage loan, and stop the sale date on my home.
Thank you, your help is greatly appreciated
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03/16/2020 |
Yes |
- Debt collection
- Mortgage debt
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- Took or threatened to take negative or legal action
- Seized or attempted to seize your property
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Web |
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Nationstar/Mr. Cooper lied to me that on XX/XX/XXXX case # XXXX they sent an original note signed in blank. Nationstar Mr. Cooper sent to me via US MAIL and VIA email to me from XXXX XXXX page 73-75. Hard copies were sent postmarked XX/XX/XXXX sending the copy of original Note signed in blank. See exhibit A : letter from XXXX XXXX.
See Exhibit B : Note signed in blank ( hard copy and email are the same ) Nation star/Mr. Cooper lied again on XX/XX/XXXX in the response to ourcomplaint XXXX at CFPB that MERS mortgage electronic registered system had a record of keeping track of the loan in question case # XXXX.
Their response Was signed by XXXX XXXX dated XX/XX/XXXX in correspondence to our complaint filed XX/XX/XXXX.
See Exhibit C : XXXX XXXX letter confirming MERS information.
As you can see Miss XXXX states it was never in the MERS system. See her signed letter bullet MERS stating : " Your correspondence mentioned the mortgage electronic registration system, As you can confirm by the note and mortgage this loan was not part of the MERS system, therefore any requests related to the MERS are invalid, as this loan was never in the MERS system. '' Then See bullet Your correspondence mentions " the mortgage electronic registration system MERS as you can confirm by the executed note and mortgage, at origination of the loan you agreed to designate MERS as a nominee on the loan. Please be advised that MERS, did not have any servicing duties towards this loan but only acted in its function as a nominee in that function the duties of MERS included Tracking ownership and servicing rights to the loan. MERS did not affect validity, ownership of the loan or standing of a servicer two foreclose but merely tracked its ownership. Moreover, any assignments issued by MERS remain valid. '' As you can read in Exhibit C her two statements are absolutely conflicting ( contradictory ). Nationstar/ Mr Cooper employees have no correct information regarding this mortgage in question and are fabricating falsified documents to fraudulently establish legal standing which they dont have.
Please refer to XXXX XXXX Resolution letter case # XXXX from XXXX XXXX page 4, stating As you can confirm by your note and mortgage, this loan was not part of the MERS system, therefore any requests related to MERS are invalid, As this loan was never in the MERS system.
See exhibit that Nationstar/Mr. Cooper sent as their response to our complaint # XXXX To CFPB dated : XX/XX/XXXX That is fraudulent and a lie. Now Nationstar/Mr Cooper through their attorneys XXXX XXXX have committed perjury In the state of Hawaii second circuit court.
Furthermore for back up documentation on XX/XX/XXXX on recorded phone call with nationstar Mr. Cooper employee XXXX XXXX stated that the loan was in The mortgage electronic registration system ( MERS ). XXXX initiated Mr. Cooper to send us documents via XXXX dated shipping date XX/XX/XXXX. In the documents was another letter dated XX/XX/XXXX From Nationstar/Mr. Cooper employee XXXX XXXX. COOPER NUMBER : XXXX The Letter States your correspondence mentioned the mortgage electronically registration system XXXX as you can confirm by your executed note and mortgage, at origination of the loan you agreed to designate murders as a nominee on the loan. Please be advise that MERS, did not have any servicing duties towards this loan, but only active in its function as Nominee on the loan.
The letter from Miss XXXX XXXX also states XXXX XXXX was the investor Which was a fraudulent statement because because a recorded assignment was never established in Hawaii land Court.
XXXX, XXXX, Nationstar loan services and Mr. Cooper never had legal Rights to collect.
Nation star committed perjury through their attorneys XXXX XXXX in the second circuit court By filing a lawsuit with no legal standing and stating to the court that they have the original mortgage note signed in blank in a safe in XXXX which is a lie.
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10/04/2019 |
Yes |
- Debt collection
- Mortgage debt
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- Attempts to collect debt not owed
- Debt was paid
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Web |
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I received multiple ambiguous notices from a Mr. Cooper that apparently is a name brand for Nationstar Mortgage LLC. stating " Welcome to Mr. Cooper! Effective XX/XX/XXXX, Mr. Cooper is now the servicer for the above numbered mortgage account. '' The above " loan number '' was XXXX. THIS IS NOT A LOAN OF MINE ...
Another letter with the same date as the welcome letter stated : " The servicing of your mortgage loan is being transferred, effective XX/XX/XXXX. This means that after this date, a new servicer will be collecting your mortgage loan payments from you. Seterus, Inc. is now collecting your payments, Seterus, Inc. will stop accepting payments received from you after XX/XX/XXXX.
Mr. Cooper advises me to " put loan number XXXX on my check or money order made payable to Mr . Cooper. '' Another letter states that Mr. Cooper " ACQUIRED '' the loan from XXXX XXXX, when XXXX XXXX had already disclosed they had no interest in the loan Seterus Inc was trying to assign to XXXX XXXX.
Errors -- I have never made payments to Seterus, Inc., Seterus Inc. sent letters to my home and advised that they were servicing a loan for XXXX XXXX when a direct response from XXXX XXXX stated that XXXX has no interest in my property. Seterus tried to get me to put loan number XXXX on checks and money orders and send to Seterus.
I have sent 2 QWR 'S to Mr. Cooper/Nationstar advising them of their error and no response was received to the first letter. Today I get a letter of NO RESPONSE from Mr. Cooper first stating that they responded to the 1st letter which is false. But the second letter 's response is this -- '' We looked into the concerns you expressed and after an investigation we're sharing with you what we found : Under RESPA AND Regulation X, Mr. Cooper is not required to respond to requests for information that are duplicative and substanstantially the same as previous requests. '' The XXXX XXXX Mr. Cooper included in their XX/XX/XXXX response that was never received by me and given the information in the XXXX letter I doubt it was sent, the XXXX letter provided no information other than the information requested and errors cited is " considered outside the scope of information that must be provided, is proprietary and confidential. '' The XX/XX/XXXX response was total rubbish and fails every aspect of RESPA / Reg. X for a proper response.
Mr. Cooper however included a litany of old mismatched loan files from a previously rescinded loan I had with XXXX that had a loan number of XXXX. XXXX # XXXX if Seterus or Mr. Cooper were to check what is obviously a hodgepodge of junk records still being peddled to junk buyers they would have found in court records a payment transaction record for loan XXXX and see that loan was fully paid XX/XX/XXXX with {$130000.00} applied to principal and {$4100.00} being applied to interest. I recently secured another copy of the account ledger for loan XXXX and the payment is still reflected on the account.
Mr. Cooper did not attempt to investigate and did not intend to perform any amount of due diligence. Just a side note as to this terrible practice of creating new loan numbers to harass homeowners and hide an enormous amount of wrong doing within the mortgage industry the contract does not provide for the requirement that a homeowner identify any other loan on their payments. This ill-conceived practice of switching loan numbers for homeowners to submit payments is reckless when homeowners are already wrestling with WHO to pay as that entity is ever changing. Switching loan numbers is not in line with the cradle to grave ID numbers for mortgage transactions. Transparency is needed. I have no loans identified by XXXX for Mr. Cooper and I did not have a loan identified by XXXX for Seterus. Could these newly created loan numbers without newly created loan transactions be the reason for Nationstar D/B/A Mr. Cooper is have so many regulatory issues with incomplete files and data.
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02/15/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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Good morning, we are following up our first complaint with this, as we believe That mr. Cooper has not been completely forthcoming playing with their response to our original complaint.. XXXX.
We have been acting in good faith, for more than a year now, with mr. Cooper and they are simply stonewalling us. They improperly modified our Loan in XXXX and now we're at a threshold we're in the only option of modification would be to increase our payments.
This is the complete story of our situation - Our initial troubles began in XXXX and our loan was being serviced with XXXX XXXX XXXX. XXXX my fianc worked for a new XXXX XXXX and lost his job when the company shut down. He was out of work for 11 months and was finally able to get a job at a XXXX making about of what I used to make. I, XXXX XXXX also worked for a new XXXX XXXX at this time and was also forced to take a pay cut. After going back and forth with XXXX XXXX XXXX, we were offered a loan modification with a {$200.00} payment reduction. After our 2nd trial payment to XXXX XXXX XXXX, our loan was transferred to Nationstar Mortgage which is now Mr. Cooper. We were told that everything would transfer over and be seamless. This was not the case. Nationstar would not accept our 3rd trial modification payment until everything was transferred over to their system. We called everyday to check on the status and got the run around. They started the foreclosure proceedings as they had no record of the trial modification. At this point we had to hire a company to help us as we were at our wits end. In XXXX, we were finally offered a trial modification. The original loan amount was {$150000.00}. The trial modification brought our new interest bearing principal balance up to {$190000.00} and deferred a non interest bearing amount of {$84000.00}. Our new monthly payment went to {$1300.00}. An increase of about {$200.00} from our original note. Even though this was not the best option for us, we accepted the modification as we just wanted to get this behind us and get things back to normal. A copy has been included with this letter.
In XXXX, XXXX was again laid off. We contacted Mr. Cooper and were told that we could reapply for a new loan modification, so we did. We were denied and again our home was put into foreclosure. With the terms that they modified our loan at originally, it is impossible to have it modified again. With the original modification. We have been in constant contact with Mr. Cooper trying to work with them, but there response is always the same. I feel that at this point they are not even looking at anything that we submit. We hired a company to help us and they had us file multiply bankruptcies to stop the foreclosure sale dates on our home, but never actually did anything with Mr. Cooper on our behalf.
A few days ago, we requested a payoff quote. They have our payoff at {$310000.00} good through XX/XX/XXXX. They also put the current automated valuation on our home at {$130000.00}.
We are at the end of the rope and the only thing we want is to keep our home. We are asking for your help to have Mr. Cooper provide us with a current market value appraisal and based on that a principal reduction.
I, XXXX XXXX am on the title of the home along with XXXX XXXX. XXXX XXXX is the only one listed on the mortgage note. XXXX regained full time employment in XXXX as a XXXX XXXX working for XXXX XXXX getting paid {$42.00} an hour. I also am working full time and we are more than able to pay our current mortgage payment. The problem that we have is that we cant pay the past due. We are at the end of the rope and the only thing we want is to keep our home. We are asking for your help to have Mr. Cooper provide us with a current market value appraisal and based on that a principal reduction.
Thank you for your time, please feel free to reach out if you have any questions. I can be reached at XXXX or my finance XXXX can be reached at XXXX
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01/11/2022 |
Yes |
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Web |
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Headline : Mortgage Company sells mortgage in the middle of a contract to sell property This letter is attended to submit an official compliant of my current experience selling my property. Mortgage managed by XXXX Mortgage, XXXX, XXXX.
Im a XXXX and previous homeowner of the residential property address listed above. I listed my property for sale XX/XX/XXXX. The property went under contract to be sold on XX/XX/XXXX with a target closing date of XX/XX/XXXX, which later was delayed to XX/XX/XXXX.
I notified my mortgage company in early XXXX of the pending contract and advised them that the property would be sold and potentially closed by XX/XX/XXXX. The customer service representatives stated that they recorded the information of my listing and intent to sell the property in the notes. I continued to receive calls from XXXX Mortgage related to other matters and I continuously stated to them multiple times that the property was under contract and will soon be sold and closed. I reached out to XXXX Mortgage on XX/XX/XXXX for a payoff quote for the mortgage which they provided, and I submitted that information to my real estate lawyers office the same day.
On the closing date, XX/XX/XXXX, my real estate lawyers office informed me that they called my mortgage company ( Freedom Mortgage ) to send payoff funds for the mortgage as intended with the sale of the property and XXXX Mortgage would not accept the payoff as they stated that they sold the mortgage effective XX/XX/XXXX to Mr. Cooper mortgage company. I was puzzled, as I was completely unaware of their intent to sell the mortgage, especially after I notified them several times that the property was under contract and prepped to be sold. I reached out to XXXX Mortgage to confirm that they did indeed sell the mortgage, and they stated that they sent several letters to notify me of the sell, which I missed due to the process of moving my entire family and our belongings out of the home over the last several weeks prior to closing. My lawyers office also contacted Mr. Cooper mortgage and they stated that the transfer of my mortgage data/account had not yet been processed and they couldnt receive the payoff funds either, nor did they give a feasible solution to complete the transfer of funds.
It is now XX/XX/XXXX, and Mr. Cooper mortgage has not yet processed my account to accept the payoff. In short, I requested and received a payoff from XXXX Mortgage, that they then sold or transferred, and both companies have refused to reissue a payoff and let us ( myself and my lawyers office ) know where to send the payoff funds.
This is completely unacceptable on many fronts and there is negligence of service shown from both mortgage companies in this regard. Neither mortgage company appears to have taken into account that my property was under contract as they made their own deal to sell/buy my mortgage and both companies have refused to service my mortgage via payoff. After many hours on hold while contacting Mr. Cooper mortgage, I was told today that it may take 7-10 additional business days to process my account to complete the payoff after it has already been 7 days since the sell of the mortgage. This delay, lack of attention to detail, and incompetence is disrupting me and my familys ability to purchase a new home as my lawyer can not release my proceeds from the sell to me without confirmed payoff transfer. This has created much hardship for my family as we are temporarily living with my XXXX and may lose out on multiple homes listed for purchase in a VERY competitive market due to these ridiculous delays. I cant express the frustration that this is causing and the lack of empathy and or help from both mortgage companies in this matter is appalling.
My hope is that your organization can help me to escalate and expedite this process to complete the transaction as intended. Anything you and your team can do would be greatly appreciated.
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06/19/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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First & foremost I have paid my own tax bill since the start of my mortgage in the late XXXX 's early XXXX 's. The bank has changed hands several times. I had asked for my original documentation on where they had the right to escrow taxes but I have never received this information from them. My house XXXX down in XXXX XXXX XXXX and I lost everything.
1. ) What has happened Unfortunately, Mr Cooper Morgage took advantage of a bad situation in an awful time. I have never been late on a mortgage payment and never asked for help from the bank during the pandemic.
I notified my town that I would be late on paying by XX/XX/XXXX property taxes due to the pandemic which they stated would not be a problem. It would generate a late fee but we could work on that after they were paid. I paid my XX/XX/XXXX property tax on XX/XX/XXXX. Unfortunately, die to the ongoing pandemic by XXXX taxes were late as well, but the town notified once again and taxes were pain in full on XX/XX/XXXX with late fees paid as well.
On XX/XX/XXXX I receive a notice from Mr Cooper that my taxed were not pain in the amount of XXXX. I notify the bank through my account and also called them that this was only a late fee and that all property taxes have been paid in full. They continued to send notices and I continued to call & they ignored it all.
On XX/XX/XXXX another notice sent stating if I am represented by an attorney, I should send the notice to him/her. I forwarded to an attorney, who they continue to ignore and not call back or talk to him at their convenience.
XX/XX/XXXX the bank paid by taxed for the XX/XX/XXXX property taxes due. I only knew this because when my husband brought down the tax bill to pay they told him the taxes were already paid. So, I had to request the information from the town so that I could refund the bank monies for my property taxes. What they did with the monies is still a mystery.
The XX/XX/XXXX property taxes due I paid on XX/XX/XXXX and apparently, they paid them as well. The XXXX XXXX XXXX did refund them their monies which they have put into an escrow account.
They also then started to return my on-time mortgage payments starting with my XX/XX/XXXX payment and also XX/XX/XXXX & XX/XX/XXXX thus so far.. This has made my husband look into the history of my loan as far as we could go back on line.
In reviewing all of the history he believes that the bank has not allocated the principal and interest properly throughout the loan.
- Particularly dates of XX/XX/XXXX - XX/XX/XXXX - Payment Change on XX/XX/XXXX from {$730.00} to XXXX was this due to our house XXXX down.
- Why is principal & interest going up and down so drastically - XX/XX/XXXX What is this for?
- XX/XX/XXXX Not sure what this is about?
- XX/XX/XXXX What is this about as well?
XXXX, XX/XX/XXXX, XXXX all questions XXXX XXXX XXXX XXXX seem to be normal XXXX XXXX XXXX XXXX not looking normal all the way to XX/XX/XXXX - XX/XX/XXXX to XX/XX/XXXX all needs to be reviewed -Would someone be so kind to review this as well. With the bank pulling this on myseld during the COVID pandemic and not any other time during the course of my loan, I have to ask why only NOW.
3. ) What I have done to try and solve the situation I have made several calls to the bank and have been left on hold for more than XXXX even on a Saturday. I work full time in XXXX and am unable to stay on the phone. My husband is not on the loan and they refuse to speak with him even though I have given permission. He is XXXX and home all day and could help solve the situation but they still refuse. I even have an attorney but it is difficult for them to even connect with him as he is in court and in litigation and he finds it hard to connect with them as well.
I have also sent a registered resolution letter at the banks request to find their missing so called money. Still they refuse to fix the problem.
Please help me Respectfully, XXXX XXXX XXXX
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01/07/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Servicemember |
We are seeking assistance in recovering approximately {$2100.00} from Mr. Cooper resulting of their failure to pay the escrowed insurance policy on our home.
Mr. Cooper is the mortgage servicer on our property at XXXX XXXX XXXX XXXX, XXXX XXXX, VA XXXX ( Hereinafter XXXX XXXX XXXX XXXX ). Mr. Cooper failed to pay the homeowners insurance premium when it was due and engaged in a scheme to force us into force-placed insurance provided by Mr. Cooper.
On XX/XX/2021 we were notified by XXXX XXXX XXXX XXXX ( hereinafter XXXX ), the insurer for XXXX XXXX XXXX XXXX, that they had not received payment for the homeowners insurance policy on XXXX XXXX XXXX XXXX XXXX stated that the policy would be cancelled on XX/XX/2021 unless payment made. The homeowners insurance premium was due on XX/XX/2021.
On XX/XX/2021 I reviewed my Mr.Cooper account via the Mr. Cooper online portal which indicated that Mr. Cooper, as of XX/XX/2021, had not paid the homeowners insurance for XXXX XXXX XXXX XXXX in spite of Mr. Cooper collecting insurance premium payments via escrow and having the hazard insurance policy listed as being through XXXX. In light of Mr. Coopers terrible reputation and the strong likelihood that Mr. Cooper was engaged in a scheme to increase profits by intentionally failing to pay the hazard insurance on our property in order to force us into an exorbitantly priced force placed insurance policy that provided less coverage, I personally paid the past-due balance on the homeowners insurance policy on XX/XX/2021 in the amount of {$2100.00}. My payment to XXXX for the insurance policy that Mr. Cooper was supposed to pay on XX/XX/2021, posted on XX/XX/2021.
On XX/XX/2021 I received a letter from Mr. Cooper, dated XX/XX/2021 that informed us that because the homeowners insurance on XXXX XXXX XXXX XXXX had lapsed and that you were purchasing homeowners insurance for XXXX XXXX XXXX XXXX.
Additionally, on XX/XX/2021 I contacted XXXX to request that they provide notice Mr. Cooper, that the insurance premium had been paid by the homeowner. They indicated that they would contact Mr. Cooper, to state that the insurance had been paid by the homeowner.
On XX/XX/2021, I received an email from Mr. Cooper stating they were now paying the homeowners insurance policy for XXXX XXXX XXXX XXXX. The email did not state why they were paying the account 25 days after payment was due. Nor did the email explain why you were paying a policy that was already paid in full.
Mr. Cooper, have been the mortgage servicer on Loan Number XXXX since XX/XX/2021 and have been collecting, via escrow, money to pay the hazard insurance policy for XXXX XXXX XXXX XXXX provided by XXXX. Based on the information in the online portal for XXXX XXXX XXXX you were aware that the hazard insurance policy for the property was provided by XXXX and were collecting an amount to pay that premium. You were required to use the escrowed funds to pay the insurance premium on the date that it was due. You failed to do so which resulted in XXXX paying the homeowners insurance policy out of pocket.
On XX/XX/2021, I sent a notice of error under 12 CFR 1024.35 to Mr. Cooper but never received a response. In light of Mr. Coopers generally poor reputation and the available facts, I am led to the conclusion that Mr. Cooper is either grossly incompetent or engaged in a scheme to defraud. Consequently, we are seeking assistance from the CFPB in recovering {$2100.00} from but failed to properly use to pay our insurance on time.
Currently, we have paid the homeowners insurance policy in full even though Mr. Cooper collected that amount via escrow. Their failure to properly apply out escrow funds has caused significant financial hardship over the holidays and we are demanding an immediate refund of the escrowed funds that were to be used by Mr. Cooper to pay the XXXX homeowners policy that was due on XX/XX/2021 that Mr. Cooper failed to pay on time.
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12/29/2022 |
Yes |
- Debt collection
- Mortgage debt
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- Took or threatened to take negative or legal action
- Seized or attempted to seize your property
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Web |
Servicemember |
Nationstar has contacted XXXX XXXX through XXXX XXXX who is a realtor that got the instructions from his friend XXXX ( XXXX XXXX ) plaintiff of Nationstar on the case of foreclosure filed in court.
Several contacts via phone have been done as a collector screaming to my mother XXXX XXXX who is a XXXX XXXX with a XXXX XXXX. i found her in crawled up in a ball crying in her room when i return to our property ( XXXX XXXX XXXX XXXX XXXX NM XXXX ). She showed me her cell phone with at least two entries and told me about the phone collection by the bank with their vendor ( s ).
One call came on XX/XX/XXXX time stamped XXXX XXXX from phone number XXXX and the other call came from phone number XXXX at XXXX XXXX.
XXXX and I, alone and together have submitted a XXXX application three months ago, completed since the bank told us that the XXXX application submitted in XXXX when my mother got ill due to a genetic ( XXXX XXXX XXXX XXXX XXXX ) condition she has that makes her prone to XXXX, triggered by a chemical exposure and lost her job. Posteriorly she got covid in XX/XX/XXXX and the bank filed foreclosure by the attorney XXXX XXXX while my mother was XXXX. We are in the process of loss mitigation options as successors in interest and owners ( closed in XXXX wiht a special warranty deed, in a REC ) and have paid the mortgage since XXXX till XXXX. We dealth with XXXX XXXX finished the paperwork for XXXX however there is not a time frame that the CFPB has given to banks to respond to XXXX request so they keep on postponing the response to our loss mitigation options to keep our home. We also provided the XXXX elements to apply for refinance - no disclosures has been sent to us - two months ago income, identification, property address, and more to them to send us. a refinance response nothing. We then are trying my mom to sell it to me or to my son and get new loan to payoff the loans on the house. Despite all efforts in good faith we were told that there may be NO WAY to refinance the first mortgage because there may be anohter loan that has not been subordinated to the first loan. Since we have not asked for any loans but just paid on the XXXX and XXXX XXXX did NOT make an exception to a unrecorded lien or mention any other second loan we assume happened by someone doing it sometime between XXXX and now and we do not know how much is owed. We just do not kow who and maybe fraudulent and we do not know the social security number they used, but is not either of us social security numbers.
The first thing we need is the enclosed attachment. Please let us know what we ask in the letter attached so we can move forward. Please understand this is our home for over 14 years and we live in it Please do not send XXXX XXXX from simply real estate an appraisers to appraise the home without propper permission of the dwellers and the owners and please stop the collection calls and threats until we have access to loss mitigation, being XXXX does not afford us less rights and options. M mother is XXXX speaks XXXX and the bank has sent 53 copies of the foreclosure filing and notice of sale without giving us the opportunity to keep our home under regulation x and z and has dual tracking because they have litigated this in court and the bank is taking so much time that they have not met the deadlines to foreclose and sell the home because the XXXX or other short sale or loss mitigation option is taking soo long. What is the time of response for loss mitigation options under reg x and reg z.? WE want to keep our home we just were told the bank is not going to answer our request of how much is owed and without that, we can not sell or transfer to family or another or do a short sale or modify or assume the loan that is here and we do not know they socia security number the bank used to create the loan in our home becuase when we call they tell us is NOT our social security number. Whose is it?
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09/13/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
Older American |
We were forced to sell our family home of ( 40 years ) as a result of actions described in the correspondence below to the US DOJ. During the period of the pandemic we were tricked by MR Cooper Mortgage Company into agreeing to participate in the Pandemic Relief program. Loan # : XXXX -- We did not realize that the company would add over {$35000.00} to our loan amount over a 12 month period. And the company sent fake emails indicating no payment was due as they attempted to foreclose on our home. We have notified the XXXX for the District of Columbia as there has been too many lies and nefarious actions taken against me and may family.
Correspondence Forwarded to the Civil Rights Division ( DOJ ) XX/XX/XXXX Dear Gentleperson : I respectfully request your indulgence in helping us discern the current situation where the IRS has taken draconian measures against me in what appears to be retaliation. Briefly, in XX/XX/XXXX I voluntarily provided XXXX in the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. In midXXXX XXXX, I received a follow-up phone call, e-mail and XXXX XXXX XXXX XXXX ( see attached ) regarding - as stated by the caller the usefulness of my XXXX in developing the COVID-19 vaccine. And I was told the NIH wished to freeze my XXXX in preparation for any future pandemic. Along with a rather strange request that I give oral permission to have samples of my XXXX forwarded to law enforcement. This has to be the most bizarre request I have ever received from a Federal agency. And with my 33 years of impeccable XXXX XXXX, I assumed something untoward was happening. I had no idea that by immediately stepping-up to help in any way to save lives would result in nefarious elements attempting to make my life a living XXXX. ( Please see attached email correspondence ) Earlier this month ( XX/XX/XXXX ), I received correspondence from the IRS field office in XXXX, MD indicating that collection would commence if I did not pay an uncollected tax debt [ by XX/XX/XXXX ] from Tax Year XXXX [ USA : worst economic downturn in nearly 100 years. ] And my Federal annuity was immediately reduced by 25 % on XX/XX/XXXX. We have attached copies of IRS Form 668 ( Z ) Certificate of Release of Federal Tax Lien, dated XX/XX/XXXX. I did not receive any correspondence from the IRS until receipt of the aforementioned collection notice. We believe sufficient documentation has been generated to prove our assertion that my tax identification number was used [ without my knowledge or consent ] to buy and sell real estate in New York State. These actions resulted in the IRS conducting a full field audit covering tax years XXXX. The outcome of the audit resulted in the tax liability that I am again dealing with today. The following was forwarded to the Maryland Attorney Generals Office on XX/XX/XXXX : We have attached correspondence and documentation recently forwarded to the Attorney General of the State of New York regarding the subject real property transfers. We firmly believe that the attached documentation authenticates our assertion that fraudulent transfers of timeshare deeds were done by XXXX XXXX XXXX timeshare resort in XXXX XXXX XXXX. We have attached documentation showing spurious real property transactions that were recorded in the City Register of the City of XXXX XXXX The proceeds from the transactions were reported to the IRS ( IRS Form 1099-S ) using my tax identification number. I have spent countless years providing documentation to the IRS [ and The Comptroller of Maryland ) refuting the income reported via IRS Form 1099-S. And by the grace of XXXX the IRS recently released me from a nearly {$60000.00} tax lien resulting from the fraudulent transfers ( copy attached ).
I am at a loss as to why the IRS would take such draconian measures now. And we pray that the tax collection efforts are not related to the events outlined in the attachments.
Very Respectfully XXXX XXXX XXXX
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06/29/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Nationstar Mortgage XXXX Mr. Cooper called me today XXXX/XXXX/2020 through their representative XXXX XXXX at XXXX and finally acknowledged Mr. Cooper did receive after multiple submission my written request for a 180 day forebearance due to Covid-19.
However, XXXX XXXX argues that he is not allowed to obey the Federal mandate and input the request the he states only takes " two ( 2 ) minutes ''. Nationstar Mortgage XXXX Mr. Cooper is ignoring the mandatory language of the act Nationstar Mortgage XXXX Mr. Cooper CARES Act 4022 ( b ) requires servicers of federally backed mortgage loans to grant forbearance requests from borrowers experiencing a financial hardship due, directly or indirectly, to the COVID-19 emergency.
I provide Nationstar Mortgage XXXX Mr. Cooper my written attestation. CARES Act 4022 ( c ) ( 1 ). Once the borrower has affirmed the COVID-related hardship, the servicer must provide the forbearance.
CARES Act 4022 ( b ) ( 1 ) explicitly provides that borrowers are eligible regardless of delinquency status.
Nationstar Mortgage XXXX Mr. Cooper has ignored the fact that they have full notice the property is not vacant. Without cause the sent someone to my property blasting out in my culdesac in front of my daughter their intended purposes in front of my neighbors.
XXXX XXXX Lender Letter 2020-02 ( updated XXXX XXXX, 2020 XXXX XXXX XXXX to XXXX XXXX, 2020 XXXX XXXX XXXX also informed me that I do not have any online capability with Nationstar Mortgage XXXX Mr. Cooper as they have been disable and therefore no ability to utilize procedures they have put in place to assist consumers electronically during this pandemic.
Nationstar Mortgage XXXX Mr. Cooper claims to be servicing a loan on the behalf of XXXX XXXX as they have indicated in my BK case. Yet, Mr. Cooper continues to defy Federal law ( C.A.R.E.S ACT ), The authority of its regulators ( Joint Statement on Supervisory and Enforcement Practices Regarding the Mortgage Servicing Rules in Response to the COVID-19Emergency and the CARES Act ), and the mandates of XXXX XXXX XXXX XXXX XXXX.
XXXX XXXX tells me I have to track down Mr. Coopers lawer and negotiate a forebearance with a their lawyer. The CARES act has no such requirements. Fannie Mae in a letter to all servicers gave specific instructions that state the complete opposite.
" Under the terms of the CARES Act, borrowers may request loan forbearance, regardless of delinquency. We are aware that some borrowers who are presently in bankruptcy have been placed on forbearance plans. When this occurs, the servicer or MDC firm should prepare and file a Notice of Forbearance with the Bankruptcy Court, notifying the Court that post-petition payments will be suspended for the duration of the forbearance term. " The requirement of tracking down a lawyer of Mr. Cooper 's in order to have the forebearance that takes 2 minutes is an unnecessary and undue hardship for consumers who are in bankruptcy.
" If the forbearance term is extended pursuant to the CARES Act, a second Notice of Forbearance should be prepared and filed. '' " Fannie Mae will reimburse servicers for legal fees of {$100.00} per Notice of Forbearance prepared and filed in connection with a CARES Act forbearance plan. Fannie Mae will reimburse for up to two Notices of Forbearance per bankruptcy proceeding. '' In the last week and a half we have buried two ( 2 ) family members and are struggling to remain hopeful for the outcome of 2 others. Having been in contact with my employer this week and discussing delays due to covid-19 and I already know that it will be much longer than we anticipated for my income stream to start to flow again.
I am requesting the additional 180 day extended forbearance in this complaint as Mr. Cooper a.k.a Nationstar is still proving to be dishonorable with respect to its business and consumer mortgages. I have honor in all financial obligations I enter.
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01/03/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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I experienced a hardship due to XXXX shutdown/restrictions. In XXXX of XXXX I requested forbearance from Mr. Cooper which latest a year. My forbearance expired in XX/XX/XXXX and I told Mr. Cooper I wanted to apply for a loan modification. They initially tried to do a flex modification but it was automatically rejected so I did a regular modification. I submitted my application in XX/XX/XXXX and submitted the supporting documents. Mr. Cooper kept requesting additional documents which I kept uploading in my customer portal. In XXXX and XXXX of XXXX they started asking me to update documents I already submitted. One of those documents was my Profit and Loss Statement. There was no due date listed for this document in my customer portal. In the beginning of XXXX I updated my Profit and Loss Statement so I could upload into my portal and found that they had already denied my application. I subsequently found out that there had been a due date which not listed in my portal. I called and complained to Mr. Cooper and they told me that the document was due XX/XX/XXXX ( I had gone in to submit the document the week of XX/XX/XXXX ). They agreed to let me start the application process again. I had to resubmit an application and documents and was told by a Loss Mitigation agent over the phone that my documents were due on XX/XX/XXXX. I proceeded to submit my application and the supporting documents in my portal where it stated that the documents were due by XX/XX/XXXX. Around XX/XX/XXXX I went into my portal to upload the last supporting document and again I found out my application had been denied because I missed the due date for my documents. I was furious that this happened again. I called to complain to the Loss Mitigation Department and was told my one of their representatives that my loan modification had actually been approved. He provide me the amount of my monthly payment and told me that my trial period would begin XX/XX/XXXX. He told me that my portal would be updated with the information and that I would be mailed paperwork to start my trial period. Instead, a few days later I received an envelope taped to my front door stating that my forbearance had ended and they haven't been able to reach me. I was embarrassed that the letter was taped to my front door for all my neighbors to see, in addition, it was a blatant lie. I had been in contact with Mr. Cooper for almost 2 years. Over the course of XXXX I received 3 of these letters taped to my front door. I called Loss mitigation yet again and spoke with a manager who told me that the agent had misspoke about my modification being approved. She basically told me that my payment needed to be reduced by 10 % in order for the modification to be approved. It didn't matter how much income I made they were looking for a lump sum payment. In the meantime, I also applied to The New Jersey XXXX and XXXX XXXX XXXX for homeowners asstance from monies the State received through the Cares Act. I am trying desperately to qualify for monies but have some hurtles I need to overcome. I called Loss Mitigation again the week of XXXX and was told I could apply again for a loan modification and would be receiving an application in the mail. I didn't receive an application in the mail so today ( XX/XX/XXXX ) I checked my customer portal and it said I was denied. I checked the miscellaneous documents section and there was a letter dated XX/XX/XXXX stating that they had all the information for my modification application and it was under review. I did not fill out any application or submit any supporting documents. Mr. Cooper has done nothing but lie and mislead me. They have moved due dates up without my knowledge and taping hand delivered letters to my front door stating they haven't heard from me when in fact I have been staying in contact with them all along the way. This has caused me XXXX XXXX which has added to my hardship.
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02/20/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Hello, the letter below is a good summary. It was sent to Mr. Cooper complaint department and members of their leadership team. My loan number is at the top.
We own XXXX of an overall property. It has XXXX homes in the structure.
Our mortgage was sold to Fannie Mae and they use Mr , Cooper as their servicer.
The last customer service rep who walked me through all notes on record was XXXX in XXXX. As stated below no mention of 'walls in '. I have requested my phone records from my provider. The customer service records were incomplete and unintelligible and I believe calls were not even noted. The say every call is recorded and they should be pulled to prove that the 'walls in " insurance requirement was never communicated to us until XX/XX/XXXX.
XX/XX/XXXX Re : XXXX Dear XXXX, We have had homeowner and flood insurance on our property continuously since the date of purchase. We are being charged for insurance purchased by Mr. Cooper. I have called numerous times.
I would appreciate it if someone could review the information below as well as pull the system notes and recorded calls from both the customer service XXXX and XXXX XXXX. I attempted numerous times to rectify all of this. This is due to a lack of information and incompetence, not a lack of compliance on our part.
At time of transition to Mr. Cooper, we were assured the pre-existing insurance proof held by our previous mortgage holder would be properly transitioned to Mr. Cooper. It was not.
From there, there were numerous calls with customer service. The customer service conversations ranged from an inability to see a XXXX that was uploaded, then to an inability to properly view the pdf in their system, then to questions on names provided on the property insurance, the other homeowners attached to our home. Our insurance representative spoke with representatives at least twice on this topic. This went on for months, where the issue was supposedly settled and then another auto generated letter came prompting another phone call. Please pull the phone calls to review. The Customer service system notes referenced below are incomplete, and unintelligible.
At no time, in these phone conversations or auto generated letters, was there any reference to a walls in policy form of insurance. This information came for the first time from XXXX XXXX at the end of XXXX with another call I made to follow up on another autogenerated letter with no mention of walls in insurance. He was the first to explain that this was required for Mr. Cooper.
Walls in is not an industry standard requirement per my insurance agent. Our previous mortgage lender did not require it either. This was rectified within days of this conversation and proof of the walls in insurance in addition to the already present flood and homeowners was provided. We then received another letter and I called again. This time I spoke with XXXX XXXX. He assured me all was done, and it would all be taken care of. Then we received another letter.
I called and spoke with XXXX XXXX again. He reviewed all XXXX system notes. He did not have access to Customer Service system notes. He validated that at no time prior to the call with him on XX/XX/XXXX, did anyone call out the difference between a master policy and a walls in policy and acknowledge that to be an issue. He also looked at the autogenerated letters and validated they too did not differentiate between a master policy and a walls in policy. He submitted a request for a manger to call me. XXXX called and said he would review.
I then called customer service to review their notes. There was no mention of a walls in policy issue. In addition, much of the notes were unintelligible and incomplete, not reflecting the conversations. Please pull the call recordings for review. I am sending this note to numerous leaders in the company hoping someone will follow up.
Thank you, XXXX XXXX XXXX XXXX
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10/04/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Servicemember |
Loan No. XXXX Mr. Cooper XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX CA XXXX RE : Appeal of loan modification denial ( XX/XX/XXXX ) Loan No. XXXX To Whom It May Concern : On XX/XX/XXXX, Mr. Cooper sent a denial letter to my advocates office. I am appealing this denial for the reasons outlined below.
The denial letter states that ... based on eligibility requirements of the owner/guarantor/trustee of my mortgage, I was declined for a Standard Modification. The letter further states that the reason for denial was that my loan had been... previously modified.
Upon review of the Pooling and Servicing Agreement ( PSA ) it seems that there are no prohibitions in the PSA and thus by owner/guarantor/trustee that would stop Mr. Cooper from allowing a second loan modification in my circumstance. Section 3.07 of the XXXX XXXX XXXX XXXX As Trustee For XXXX Mortgage Loan Trust Inc., Mortgage Pass-Through Certificates Series 2005-8, Pooling And Servicing Agreement has been included below : SECTION 3.07 Collection of Certain Mortgage Loan Payments.
The Master Servicer shall make reasonable efforts to collect all payments called for under the terms and provisions of the Mortgage Loans, and shall, to the extent such procedures shall be consistent with this Agreement and the terms and provisions of any related Primary Mortgage Insurance Policy and any other applicable insurance policies, follow such collection procedures as it would follow with respect to mortgage loans comparable to the Mortgage Loans and held for its own account. Consistent with the foregoing and the servicing standards set forth in Section 3.01, the Master Servicer may in its discretion ( i ) waive any late payment charge or, if applicable, penalty interest, only upon determining that the coverage of such Mortgage Loan by the related Primary Mortgage Insurance Policy, if any, will not be affected, or ( ii ) extend the due dates for Monthly Payments due on a Mortgage Note for a period of not greater than 180 days ; provided that any extension pursuant to clause ( ii ) above shall not affect the amortization schedule of any Mortgage Loan for purposes of any computation hereunder, except as provided below. In the event of any such arrangement pursuant to clause ( ii ) above, the Master Servicer shall make timely advances on such Mortgage Loan during such extension pursuant to Section 4.03 and in accordance with the amortization schedule of such Mortgage Loan without modification thereof by reason of such arrangements. Notwithstanding the foregoing, in the event that any Mortgage Loan is in default or, in the judgment of the Master Servicer, such default is reasonably foreseeable, the Master Servicer, consistent with the standards set forth in Section 3.01, may waive, modify or vary any term of such Mortgage Loan ( including modifications that change the Mortgage Rate, forgive the payment of principal or interest or extend the final maturity date of such Mortgage Loan ), accept payment from the related Mortgagor of an amount less than the Stated Principal Balance in final satisfaction of such Mortgage Loan ( such payment, a Short Pay-off ) or consent to the postponement of strict compliance with any such term or otherwise grant indulgence to any Mortgagor, if in the Master Servicers determination such waiver, modification, postponement or indulgence is not materially adverse to the interests of the Certificateholders ( taking into account any estimated Realized Loss that might result absent such action ). ( emphasis added ) Since the eligibility requirements of the owner/guarantor/trustee are not the reason for the denial, I request that the modification application be re-reviewed for any and all programs offered by the owner/guarantor/trustee as was promised by Mr. Cooper when the process was started.
Thank you for your continued cooperation on this matter.
Sincerely, XXXX XXXX XXXX XXXX
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10/09/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Servicemember |
Loan No. XXXX Mr. Cooper XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX CA XXXX RE : Appeal of loan modification denial ( XX/XX/XXXX ) Loan No. XXXX To Whom It May Concern : On XX/XX/XXXX, Mr. Cooper sent a denial letter to my advocates office. I am appealing this denial for the reasons outlined below.
The denial letter states that ... based on eligibility requirements of the owner/guarantor/trustee of my mortgage, I was declined for a Standard Modification. The letter further states that the reason for denial was that my loan had been... previously modified.
Upon review of the Pooling and Servicing Agreement ( PSA ) it seems that there are no prohibitions in the PSA and thus by owner/guarantor/trustee that would stop Mr. Cooper from allowing a second loan modification in my circumstance. Section 3.07 of the XXXX XXXX XXXX XXXX XXXX XXXX For XXXX XXXX XXXX XXXX XXXX, Mortgage Pass-Through Certificates Series 2005-8, Pooling And Servicing Agreement has been included below : SECTION 3.07 Collection of Certain Mortgage Loan Payments.
The Master Servicer shall make reasonable efforts to collect all payments called for under the terms and provisions of the Mortgage Loans, and shall, to the extent such procedures shall be consistent with this Agreement and the terms and provisions of any related Primary Mortgage Insurance Policy and any other applicable insurance policies, follow such collection procedures as it would follow with respect to mortgage loans comparable to the Mortgage Loans and held for its own account. Consistent with the foregoing and the servicing standards set forth in Section 3.01, the Master Servicer may in its discretion ( i ) waive any late payment charge or, if applicable, penalty interest, only upon determining that the coverage of such Mortgage Loan by the related Primary Mortgage Insurance Policy, if any, will not be affected, or ( ii ) extend the due dates for Monthly Payments due on a Mortgage Note for a period of not greater than 180 days ; provided that any extension pursuant to clause ( ii ) above shall not affect the amortization schedule of any Mortgage Loan for purposes of any computation hereunder, except as provided below. In the event of any such arrangement pursuant to clause ( ii ) above, the Master Servicer shall make timely advances on such Mortgage Loan during such extension pursuant to Section 4.03 and in accordance with the amortization schedule of such Mortgage Loan without modification thereof by reason of such arrangements. Notwithstanding the foregoing, in the event that any Mortgage Loan is in default or, in the judgment of the Master Servicer, such default is reasonably foreseeable, the Master Servicer, consistent with the standards set forth in Section 3.01, may waive, modify or vary any term of such Mortgage Loan ( including modifications that change the Mortgage Rate, forgive the payment of principal or interest or extend the final maturity date of such Mortgage Loan ), accept payment from the related Mortgagor of an amount less than the Stated Principal Balance in final satisfaction of such Mortgage Loan ( such payment, a Short Pay-off ) or consent to the postponement of strict compliance with any such term or otherwise grant indulgence to any Mortgagor, if in the Master Servicers determination such waiver, modification, postponement or indulgence is not materially adverse to the interests of the Certificateholders ( taking into account any estimated Realized Loss that might result absent such action ). ( emphasis added ) Since the eligibility requirements of the owner/guarantor/trustee are not the reason for the denial, I request that the modification application be re-reviewed for any and all programs offered by the owner/guarantor/trustee as was promised by Mr. Cooper when the process was started.
Thank you for your continued cooperation on this matter.
Sincerely, XXXX XXXX XXXX XXXX
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06/16/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Older American, Servicemember |
My Name is XXXX XXXX XXXX, my birthday is XX/XX/XXXX, my loan number with Mr.Cooper ( aka NATIONSTAR MORTGAGE LLC ) is XXXX XXXX XXXX, I would like to report to CFPB my servicer XXXX Mr. Cooper that my mailing address has changed to XXXX XXXX XXXX XXXX CA XXXX without my permission, therefore I have not received any notices until now that I noticed and informed the servicer, that address is not mine. The correct mailing address is XXXX XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX. Also Mr. Cooper is not compliant and not delivered on what they said and the reps are damaging Mr. Coopers reputation by not giving out the correct information and not having knowledge of laws and what rights consumer can have and can not have. On XX/XX/XXXX, I have spoke to XXXX, that the only options I have now are short sale or deed of lieu. I felt I am being pushed to the dead end, they have been prepared for me to lose my only home ; not only that I feel the representative I spoke to on XX/XX/XXXX were not professional and are not truthful of the home retention options that are available to me. I have told them I intend to stay in my only home and I am in need of help to find emergency options to keep my only home.
The whole year before I was in and out of XXXX for XXXX XXXX and my XXXX XXXX XXXX has been paying into my medical expenses. XXXX XX/XX/XXXX, I was approved for a XXXX forbearance, the last date of forbearance was XX/XX/XXXX. I have sent in XXXX payments for XXXX XXXX XX/XX/XXXX and XXXX XXXX of {$600.00}. Every 3 months I got a call I was informed I am approved for forbearance and I was informed I will have the options for the forbearance amount where I can pay monthly amount plus an extra payment for the forbearance, or I can put the forbearance amount back to the principal. We ( my sons and I ) also preparing a lump sum to pay as much as we can.
On XX/XX/XXXX XXXX as a Mr Cooper representative informed they are waiting modification documents because they advised I should do that and they called as a courtesy. They said why not do modification and keep the money we have now for medical emergency. I thought that was a good idea.
On XX/XX/XXXX, I was most clear that they do not want me to keep my only home. XXXX said I dont have any other choice except Short Sale or Deed of Lieu. I asked her again and again are you sure that is the only choice I have. Before XX/XX/XXXX, the other representatives informed me that I can get back on another forbearance to buy time and pay off all my amount payable. As we understand, by law if we are in the process of getting help or gathering the modification documents to get help, servicer or lender can not force tenants to give up their home ( via short sale or deed of lieu ). When we informed Mr.Cooper we were gathering for loan modification documents and have been writing hardship letter, we got a letter saying modification denied, how do we get denied when we have not submit any documents yet, we are still waiting for income verification from my social security benefits so we can submit all at once.
My intention is to keep my only home, I would like to pay off the delinquent amount but please give me extended time like Mr. Cooper promised me, I would like truthful home retention available options. I understand I was delinquent before Covid-19 due to medical emergency. I would like to know can I pay off the delinquent amount in lump sum before Covid-19 by XX/XX/XXXX ( or time frame Mr.Cooper specify ) and the amount delinquent from XX/XX/XXXX until XX/XX/XXXX XXXX the approved Pandemic Forbearance time ), I pay in small lump sum on top of the monthly payment????
We sincerely pray Mr.Cooper work with you and tell me truthfully home retention options that are available to me by law.
Respectfully yours, XXXX XXXX XXXX Correct mailing address : XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX XXXX, CA XXXX ( XXXX ) XXXX
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05/07/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Servicemember |
PLEASE HELP!
PLEASE STOP THE SALE OF OUR HOME XX/XX/2019 RE : Mr. Cooper ( Nationstar Mortgage ) Account # XXXX -- - XXXX Auction Home Sale Date XX/XX/2019 I am at a critical point of our home ownership. I have in good faith tried to negotiate a modification for the life of my loan that is fair to the investors, servicer, and my family.
I do understand that the bank does not have to offer or even extend any modification terms. I am not looking for handouts and we are fully aware of the moral hazard implications-I do not want to contribute to it. I have utilized both chapter XXXX and chapter XXXX bankruptcy filings to place my family in a financial position to afford the mortgage, and to avoid foreclosure ; I have reduced and cut expenses in every way possible. I have utilized every legal remedy to save our home. We have been told, by HUD agencies and credit counselors, that our front and rear end ratios regarding our income is sufficient to receive an affordable modification, however, the investor group has rejected every viable option to receive a life of the loan, affordable mortgage solution to date. On Wednesday, XX/XX/2019, if no resolution is in place by that time, our home will be sold.
With the assistance of XXXX, I have exhausted efforts to achieve an affordable mortgage, because the investors, to date, have denied any affordable mortgage for the life of the loan, because they have only extended payment plans that have been temporary and offered no long term solution. If given the chance for a fair solution, we will be able to sustain mortgage payments for the life of the loan.
I am now at the mercy of the servicer, the investors, and any efforts XXXX can extend at this point. I pray that the investor team will have compassion and really work to help us maintain our home with a proprietary mortgage modification solution that is long term, affordable for all the stakeholders to include the investor and servicer. Please help, as this will be my last opportunity to maintain our home.
I have recommended many to XXXX over the past 7 years, and many have received successful assistance, with permanent and affordable mortgage modifications. Although I have not received an affordable modification to date, I have always trusted in the XXXX Save the Dream concept because I have seen the excitement of those I recommended who received help. Although I have never received a sustainable modification to date, I continue to recommend XXXX to many people. In a final effort can be made for a modification on behalf of my family and our family of XXXX is not displaced.
Our primary goal is, and has always been, to maintain our home and not displace our family. I realize this is an up hill battle, but I will not be able to be at peace if I do not try to use every possible option until the options have been exhausted for a modification that is for the life of the loan.
This issue has created tremendous anxiety and uncertainty, and I have the tremendous weight of this burden to ensure the stability of my family. I feel things are starting to cave in around me now.
If you can make a final attempt for a modification on my behalf, I would like to pursue the optionit is at least worth the effort.
Please know that all of XXXX efforts and attempts over the years are greatly appreciated and your advocacy will never be forgotten Please advise.
Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX CA XXXX ( XXXX ) XXXX XXXX Mr. Cooper ( Nationstar Mortgage ) Account # XXXX XXXX ID # XXXX -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- XXXX XXXX XXXX, XXXX. XXXX.
-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- I shall walk this world but once, any good therefore that I can do, let me do it now, let me not neglect nor defer it, for I shall not pass this way again!
-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- --
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04/12/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
I was in forbearance throughout much of the pandemic and was unable to pay the full amount due at the time my forbearance period concluded. The option I was presented with was a XXXX interest loan payable at the end of my mortgage, which was satisfactory to me. I signed the paperwork and had it notarized, and returned to the company in the first half of XX/XX/XXXX.
I XX/XX/XXXX I missed a couple of phone calls from a number I did not recognize. When I listened to the voicemail, it was some third party calling on behalf of my mortgage company, MrCooper, and they wanted to schedule a time to send a notary out to my house, and that it involved some unspecified time-sensitive issue. I called Mr Cooper 's customer service line on XX/XX/XXXX and a very helpful agent let me know the third party was calling to schedule a notary because I needed re-sign the paperwork I had taken care of in XXXX because of an error on their side involving not properly countersigning the document. I am now in the process of taking care of that.
The complaint is that while I was looking into this, I logged into my account and noticed a letter in my documents dated XX/XX/XXXX of XXXX which stated I was in default of my loan and the total amount due was {$10000.00}. There was no explanation for it, I do not recall seeing this come through the mail, and I have no prompt in my email to check for this message, which is not in an obvious location on the website. Now, at the date of the letter I was in deed behind on XXXX payment, which was taken care of and I was current as of XX/XX/XXXX, but I was not delinquent anywhere near this amount, nor was I in default. I have my statements from XXXX, XXXX, and XXXX which never once reflect a default, or a sum owed of {$10000.00}.
Assuming this is an error, and being a reasonable person, I attempted to use the website 's option to submit an inquiry. In my inquiry I ask outright if this is in relation to me needing to sign more paperwork due to their error, or if it is a mistake or a separate issue. I work a full time job, and a part time job, and I do not frequently have time for lengthy phone calls, and I certainly do not have any regular frequency of availability, so my request was in writing, with the desire to continue communication in writing, which I believe is my right as a consumer but I will leave that to you. My inquiry was closed without direct response to my issue, instructing me to call their customer service line to discuss.
At this time, I submitted another inquiry stating explicitly that I wanted communication in writing and that I was unwilling to have this be verbal communication, and that if someone did not reach out to me I would next contact the CFPB. The response from the company was to close my ticket and it stated they would forward my concern to another department who would reach out by phone to discuss with me. This runs precisely counter to my request and at this time I am not only deeply concerned, but I am now very aggravated.
Where I'm at now is having to arrange my extremely busy life to accommodate their ineptitude, while also worrying and experiencing increasing anxiety and frustration not knowing if they will be initiating some sort of action to take my home from me and my family because I am not certain what this 10,000 dollar issue is. They are trying to force me to accommodate their business hours by having this be a phone communication, and I have very clearly stated a desire to be contacted in writing. I work XXXX jobs, my wife works overtime, I have expensive medical problems, a mountain of debt, and numerous personal issues causing me immense stress, and this is affecting my health at this point. They are not dealing fairly with me, and they are causing literal physical issues for me because of their refusal to communicate, and their need for me to correct a problem they caused.
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06/13/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
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Web |
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You want me to communicate with you directly but when i did to Mr. Cooper, it took several months to get a proper response. And your SPOC has still not contacted me. We've spent all this time and resources hammering out this dispute when it could have been just resolved by removing the reported issue as a courtesy for the poor service. Now I have to document complaints to regulatory authorities and other consumers to see how Mr. Cooper rejects and treats the loyal customers.
YousaidmynewSinglePointofContact ( SPOC ) XXXX.
XXXX.
Theforbearanceplanwasterminatedearlyduetothepoorguidanceandassistanceofyourcustomerservicereps.AndIdidnotreceivetheappealletterinduetimetostoptheforbearancefromcancelling.Theygavepoorinformationandnoresponsewhenreachedoutto.
XXXX faithsinceallpaymentswerepaidinfullafterthemiscommunicationbyrepswererealized.
And you did not address my previous complaints which include the following : I want my payment lowered due to the misleading and faulty escrow analysis that was dated XX/XX/XXXX and told me I needed to pay by the same day XX/XX/XXXX to avoid escrow shortage and payment increase. You can not legitimately snail mail a letter dated the same day for payment the same day and the receiving party receives the letter a weeks or months after the same day payment request. It is also unrealistic it was actually mailed XX/XX/XXXX anyway to be receiving it in XXXX, USPS fault or not, this should have properly and professionally analyzed, assessed and mailed or contacted the customer expediently. The date mailing almost constitutes fraud.
I requested several days ago to Nationstar research department to have her contact me and she never has. It seems it is not a representative issue, but a company issue. Similar to the previous poor communication about my credit and the poor customer service in refusing to remove my XXXX late payment as a courtesy for good customer service and all the problems the company has admitted along the way. I've already paid the payments in full and despite the company saying they can not remove the credit remark, it is well known that companies can out of compromise, care, and good faith for customers that they can remove it. Especially when said late payments were taken care of and paid in full. Nationstar has little to gain by leaving the credit remark, when payments were paid in full, but still want to keep the mark there out of spite or just poor customer service empathy and doing whats right for customers in these pandemic times.
Remove credit disparagement for XXXX as a courtesy for misunderstanding, poor service Or at least document communication misunderstanding within credit report and mention customer has never had a payment issue like this before this miscommunication issue.
Also, your website and employees have communicated incorrectly and improperly repeatedly causing miscommunication with this whole payment fiasco. For example, you website said I needed to pay {$1200.00} due to be current. Despite the last statement saying ony {$980.00}. Out of so much poor communication with your reps and callousness for how you treat customers despite y'alls errors, long hold phone times, unresponsive loan specialists, and website technical difficulties, I repaid the higher balance to be safe than sorry. Low and behold, I did not need to pay what your site said I should pay and the extra {$300.00} turned into additional principal. You all wasted $ {$300.00} of mine I could of used during these pandemic stay at home times to take care of my family and other more pertinent needs during this crisis. I felt I had no choice out of fear/concern to pay the incorrect higher amount due to the level of callous treatment and mistrust gained from " Mr.Cooper, the customer service friendly company '' during these pressing times.
ATTACHMENTS Nationstar missed payment 1.png ( 124.6 KB ) XXXX
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01/12/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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|
Web |
Servicemember |
To whom it may concern : We had a mortgage with NationStar, dba Mr. Cooper from XXXX of XXXX to XX/XX/XXXX. In XX/XX/XXXX we refinanced our mortgage with XXXX XXXX ( Please see Credit Reports and Transaction History from XXXX XXXX, which will show our account with Mr. Cooper was closed on XX/XX/XXXX and XXXX XXXX took over as of XXXX of XXXX. ) Our Mr. Cooper account was paid in full and closed, as the new company ( XXXX XXXX ) took over our mortgage. We are in the process of trying to refinance again from " XXXX XXXX XXXX '' ( Or XXXX XXXX ) to the XXXX XXXX. When the rep from XXXX XXXX had run our credit in XXXX of XXXX, it was showing that Mr. Cooper had reported us as late for a payment for XX/XX/XXXX. That is 1 year and 2 months since our account was closed. I began the process of contesting that misinformation in XXXX via XXXX XXXX XXXX. The XXXX XXXX Rep pulled my credit again On XX/XX/XXXX and discovered that the erroneous late pay from XXXX of XXXX had been removed, but that Mr. Cooper is now reporting that our XX/XX/XXXX payment is late over 30 days. This caused my Credit score to plummet over XXXX points. I now do not qualify for refinancing due to this mistake, as my credit score is too low to proceed.
Please see my attached credit report showing that Mr. Cooper is reporting that our XX/XX/XXXX payment is late and we have not had an account with Mr. Cooper since XX/XX/XXXX. I do not understand why they are accessing my credit report and reporting late pays, when our account with them is closed since XX/XX/XXXX. In order for us to refinance, we need this issue with Mr. Cooper Resolved. I have requested a letter from Mr. Cooper explaining the error, however as of XX/XX/XXXX, I have not received a letter from them.
In addition to the letter from Mr. Cooper explaining the error for our new potential lender, I am requesting that you take whatever steps are necessary to ensure my credit score returns to where it was prior to the misinformation being attached to my credit score. In addition, there are other dates in XXXX where Mr. Cooper is reporting that we were late. Due to Covid 19, we were not able to make our XXXX Payment on time. We had called Mr. Cooper customer service in XXXX of XXXX before we were past due 30 days and worked out a repayment plan with Mr. Cooper Customer Service. We were told that as long as we kept the agreement for repayment then our credit would NOT be affected.. We kept our end of the agreement, and after we refinanced with another company ( XXXX XXXX ) Mr. Cooper reported that we were 30 days past due for XXXX and XXXX of XXXX. Please see my attached XXXX and XXXX statements from Mr. Cooper indicating we were in an agreement plan. If you could look into those as well, it would be greatly appreciated. It feels like Mr. Cooper is intentionally reporting falsehoods because we refinanced with a different company.
Another issue, is that Mr. Cooper is reporting these late pays into a system that only other Mortgage lenders can apparently see. When I checked my annual credit report from all three credit bureaus on XX/XX/XXXX, the information does not show up on the credit reports, I pulled, but does show up on the credit reports that the lenders pull. This should be a violation of the Fair Credit Reporting Act, because the information is not available to me and can not be easily disputed, but negatively affects my ability to refinance my mortgage.
I feel like removing all negative things from my credit report and ensuring that Mr. Cooper does not report our credit reports anymore would help to compensate me for the negative impact these errors are having on my credit and refinancing situation. I am also concerned that Mr. Cooper may be doing this to other customers, specifically other Veterans.
Please let me know if you need anything else from me.
Thank you, XXXX XXXX ( XXXX ) XXXX.
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03/10/2022 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Older American |
What has happened to me has obviously happened to many, many others.
My problem is : Since Nationstar XXXX has " engaged in unfair and deceptive acts and practices in violation of the Consumer Financial Protection Act of 2010 '' how is that they continue to engage in these unfair and deceptive acts ( lies ) and causing harmful mental anguish leading to suicidal ideations as they have done to me since being on forbearance due to being " indirectly '' affected by COVID and then granted a loan modification In XX/XX/XXXX and took the first payment that is shown on my bank statement of {XXXX} on XX/XX/XXXX and then added, as shown on Mr. Cooper 's statement, the adj. amount of {XXXX} from a suspense account and purposely misapplied that to look like a one-month mortgage payment in the amount of {XXXX}. When this was investigated as per my request by The South Carolina XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, the response from Mr. Cooper to XXXX XXXX XXXX XXXX, Commissioner of Consumer Finance was : " ... the first payment was due by XX/XX/XXXX. The company was unable to process the loan modification because the first required trial payment was not received by the scheduled due date. '' After sending the copies of my bank statement that the first trial payment amount of {XXXX} was withdrawn by Mr. Cooper ( Nationstar XXXX ) on XX/XX/XXXX then next response was that that loan modification was actually " an error '' by Mr. Cooper because the loan was a VA loan and not assumable by me, his widow. Another lie!
I have written proof with the letters I have received of conflicting information. The last loan that was a XXXX XXXX that was " signed and sealed by a notary '' in XXXX at my home. That first one was then deemed to be " not signed correctly '' and needed to be resigned ( eoe - XXXX XXXX for the Estate of XXXX XXXX XXXX XXXX ) After that second signing of that same XXXX XXXX that clearly stated the first payment was {$810.00} beginning the XXXX day of XX/XX/XXXX. When I called to make this first payment I was first told I had to make three trial payments in a different amount that was approximately {XXXX}. I told the person that the three-month trial payments were waved and that the document I was looking at clearly stated the amount was {XXXX}.
After being transferred to another person, I was told that the escrow had to be paid and the new amount was the {XXXX}. I refused to make that payment as there was nothing in writing and the loan assumption agreement clearly stated the amount of {XXXX} and that is what I paid.
As a result, this new loan was now not going to be given to me. Now they want me to do a Loss Mitigation, which I have already done in the past and I filled it out wrong because I filled it out as the " Borrower '' and I was clearly the " Co-Borrower '' My question to the person I was speaking to said the " borrower '' was my deceased husband. My statement to her was " All the information on the form about the borrower is about how much income, what the expenses are, etc. '' If the borrower is dead, how is it their income and expenses. The next person as I was filling out the new form as the co-borrower and called and asked specifically if I was the co-borrower and I was told : " No, you are the borrower. '' And I questioned her that the other agent told me I was the borrower and she said : " I have been processing mortgages for 30 years and I know what I'm talking about. '' So, needless-to-say, this whole process of trying to deal with, what should have been a VERY simple six-month forbearance, subsequent loan modification, putting the mortgage in my name ( as shown on probate as I am the 100 % successor in interest ) Mr. Cooper is obviously breaking the law XXXX
How is it then that they are getting away with what they have already been proven to be doing of lying and causing harm and breaking the law?
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06/08/2022 |
Yes |
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- Trouble during payment process
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Web |
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Loan was transferred from XXXXXXXX XXXX XXXX to XXXX XXXX XXXX some time in early XXXX ( XXXX ) and I had no knowledge until I suffered a fire on XXXX XXXX. Upon me calling to find out the process to send insurance check for repairs. I clld XXXX and explained why I was calling and the guy was so busy dunning me for payment and I advised i am under a Covid Forbearance until XX/XX/XXXX but I need to discuss the next step to get them the check for repairs. He told me that it is no need to have the insurance co make out a new check because the previous servicer is their sister company and they still cash the check and gave me the number for the Insurance dept. but advised me not to call them until i get check and ready to send in. Once I received check I called that dept and was emailed special instructions and I was unfortunately advised that CHECK MUST BE MADE OUT TO XXXX and the information the prev rep gave me was wrong. This delayed me another XXXX weeks because check had to be reissued and mailed to me and then i overnighted check and had to wait 2 more weeks for check to clear. 2nd complaint I was getting calls dunning me during my forbearance and after XXXX call I was advsd they see i am under forbearance but yet I get a another call from a female telling me she is the rep assigned to my account and that there is NO forbearance on my acct and that I must make payment immediately even stated that her supervisor told her to call me. I terminated call and later spoke with another rep who assured me I am showing until a forbearance, I requested for that rep never to call me again. 3rd Complaint I reached out to XXXX XXXX XXXXt as advised to see options for my loan before forbearance expires and was advised a packet would be XXXXd XXXX to my residence for me to review, sign, and send back. after 2 weeks no luck i called and was advised they will send another after 5 days no luck I called again only to be told that I was declined because my title was not clear. I asked for a supervisor was placed on a 48 minute hold then disconnected. I called local courthouse and was assured, my title is clear. I then called back and escalated to a supervisor to whom I asked what did the title say and she advised me that it shows that in XX/XX/XXXX I sold or transferred home to a XXXX XXXX. I immediately advised her that's NOT what that verbiage says and clearly someone does not know how to read Titles ..I am the purchaser and XXXX XXXX XXXXs the seller and advised her that my Title is clear. She then stated that she will reinstate me for loan modification and will XXXX XXXXx me a packet out that day. 4th Complaint I clld insurance dept to follow up on 3rd disbursement request because I have to be in house by XX/XX/XXXX and contractor needed more money plus I sent an additional check from my insurance company for contractor fees and wanted to make sure the inspector had been out and how much was being sent, She advised me that it was rated at 75 % complete, they had also received the additional check I sent and that if it was at least 95 % they would release all the money but they will release only a portion but cant release anything because my loan is being transferred on XX/XX/XXXX!! she gave me a number for Mr Cooper Mortgage in which as of today they still don't have loan, I have exhausted all insurance funds for somewhere to stay as of XX/XX/XXXX and my contractor can't do anymore work without money!!! why would they transfer my loan in the middle of repairs at 75 % completion, why would you deny me for loan modification before I even applied due to negligence on your part, why would LIE and tell me you were told to call and demand payment knowing I am under a covid forbearance, why would tell me to send a large insurance check to your office made out to another office that you claim is your sister company knowing not correct!
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07/28/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Servicemember |
1. My XX/XX/2021 mortgage statement from Mr. Cooper ( a.k.a. Nationstar Mortgage ) said I owed {$92.00} by XX/XX/2021 so I sent a check for {$92.00} with the payment stub to their address on the payment stub in City of Industry CA and they cashed my check on XX/XX/2021.
2. On XX/XX/2021, I received a high-pressure call from this guy XXXX XXXX at Mr. Cooper demanding that I pay more money for fees that I do not actually owe. I told XXXX that he could send me something in writing that states what the fees I allegedly owe are, but that I am not going to randomly succumb to his high-pressure tactics to try to get me to pay random amounts of money immediately since literally, my {$92.00} had already been cashed and it was not even due until XX/XX/2021.
3. XXXX emails me a totally unsolicited payoff quote with completely fake math that literally makes no sense whatsoever because not only were they trying to make me pay for the items that they literally had already cashed my check for, but their line items for these alleged fees that I owe were for : {$91.00} ( remaining principal that they already had in their possession because they had cashed my check the previous day ) {$0.00} ( recalculated interest on the remaining principal and they already had this in their possession as well since the check they cashed the previous day included {$0.00} for interest since the check was not actually due until XX/XX/2021 and this {$0.00} was for a shorter time since this fake payoff quote was " valid '' until XX/XX/XXXX, so the time was shorter compared to XX/XX/XXXX ) {$30.00} ( payoff quote preparation fee, which is the statutory maximum for a payoff quote fee in Californiahilarious since I did not request a payoff quote and they had literally already cashed my check for the entire remaining balance from the XX/XX/2021 statement ) {$180.00} ( county recording feemy property is located in XXXX XXXX county and I did not actually look up the county recording fee for XXXX XXXX county, but I am willing to bet this is totally wrong as well ) {$20.00} ( reconveyance preparation fee ) and the most hilarious part was that the " grand total '' they said I owed was {$220.00} for the above line items. I am not aware of any kind arithmetic ( aside from fake-Trump-math??? ) that causes the above values to come out to ( a ) a number that ends in XXXX cents ; and ( b ) a number that is LESS than the actual value of XXXX + XXXX + XXXX + XXXX + XXXX, which according to the type of arithmetic I learned in first grade actually adds up to {$320.00}.
4. On XX/XX/2021 I received in the mail a check dated XX/XX/2021 from Mr. Cooper 's XXXX account for {$92.00}. I am not stupid and I did not cash this check because obviously they are trying to trick me into accepting a " refund '' of the {$92.00} so they can then claim I did not make my very last mortgage payment that is not technically due until XX/XX/2021 and that they have ALREADY cashed my check for back on XX/XX/2021, so they can probably try to start some kind of foreclosure proceedings or at least try to extract some kind of " late '' fee.
Mr. Cooper/Nationstar is VERY SHADY and these illegal shenanigans are already known to the state of California because I found these consent orders against Nationstar : https : //dfpi.ca.gov/enf-n/nationstar-mortgage-llc/ Also, I already reported this attempted fraud to the FBI and state of CA dept. of financial protection and innovation ( see https : //dfpi.ca.gov/file-a-complaint/ ), however, I am kind of worried they will try to use some kind of loophole or fake high-pressure tactic to illegally scam me out of money I do not owe in order to " save '' myself from going into foreclosure or whatever and since XX/XX/2021 is right around the corner, I am not sure what to do to protect myself from this scam since I literally have paid off the entire balance.
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06/05/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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Nationstar XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX CA XXXX On XX/XX/XXXX a new offer was uploaded. We repeatedly asked for updates in XXXX but were ignored for TWO weeks. On XX/XX/XXXX Nationstar requested a name affidavit for the buyers. They even provided the exact names they wanted on it. They did not request that it be notarized.
The name affidavit was uploaded on XX/XX/XXXX. After taking another several days to review the file, and many many phone calls from us begging them to review the file, Nationstar changed its mind and asked for it to be notarized, and also then asked for a different, additional document.
We had the name affidavit notarized, and sent it back to the negotiator, along with the HOA Statements ( resent again ) and an updated buyers proof of funds. We ended up having to send the updated proof of funds outside of XXXX, as the library was full and would not accept new documents. ( see attached Email re Library Full ) We told the negotiator this. The negotiator then sent us an email on XX/XX/XXXX that the file had been sent in to Underwriting for review. We thought it was odd that receiving the Equator message stating the file had been sent for review, that the status in XXXX did not change from Analyze Offer to Awaiting Decision see attached Screenshot re Status. ( We have done several hundred files in XXXX and know the status should have changed to Awaiting Decision. ) We called in XX/XX/XXXX and were told nothing had been done on the file, and that it had not been sent to Underwriting for review. I asked to speak to the Escalations Dept, and instead was hung up on. We also tried to email the negotiator but XXXX can no longer send emails. We contacted the XXXX Support Team and they said there is nothing wrong with Equator on their end that it is on Nationstars end and Nationstar needs to fix it on their end.
******After asking for the documents to be reviewed in a timely manner, the employees at Nationstar get very agitated and defensive. You can hear in their voice how OVERWORKED they are. The negotiators refuse to respond in XXXX and refuse to call back with updates. ( On the one call we finally did get from our negotiator she hung up on us after about 10 seconds. Im sure she will claim that no one answered or some such other lie. ) Nationstar ( Mr.Cooper ) and its employees take several weeks to review offers and even when they do so the reviews are not done properly, as they have to continually request additional documents. Nationstar has put their employees in a position to where they are absurdly understaffed. Due to this, they use delay tactics such as constantly changing document requests, refusing to respond to emails in XXXX, refusing to answer the phone, resetting their tasking in XXXX to make it appear as though they are within their timelines and re-requesting documents -- - all in order to justify NOT WORKING ON THE FILE.
This is happening on EVERY SHORT SALE WE DO WITH NATIONSTAR HAS BEEN GOING ON FOR THE LAST YEAR.
*****************WHEN IS THIS GOING TO STOP???? XXXX Nationstar is understaffed and has been for over a year, when they shut down their Arizona facility. They have done NOTHING to fix these issues. Nationstar has created a hostile working environment. Their employees are angry and Nationstar does not have the staffing to continue their servicing obligations. They need to be shut down.
Please see the following attachments : 1. XXXX Messages -- ( Nationstar tends to delete items that show they havent serviced the file properly, so I wanted to make sure you had a copy for your records. ) 2. Screenshot re Status 3. Email with Updated Buyers Proof of Funds and re Library is Full 4. Buyers Proof of Funds that were attached to the above email 5. Buyers PreApproval Letter 6. Settlement Statement 7. HOA Statement showing $ 830 monthly HOA Fee
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12/08/2023 |
Yes |
|
- Struggling to pay mortgage
- Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
|
|
Web |
Servicemember |
I purchased my home in XXXX with a VA loan and was able to refinance in XXXX. I am now in danger of losing the property to foreclosure because of the unethical business practices of Rushmore Loan Management. I live in the home with my wife and three teenage children and dont understand why Rushmore turned their back on me. I went through a difficult time and due to XXXX sickness and death and income loss fell behind on my mortgage payments. When I contacted them to ask for assistance options, I was told that I needed to get caught up on payments. No one explained that Rushmore was required as a VA loan servicer to offer CARES program forbearance to me. This would have given me a chance to have these payments temporarily suspended and then when the hardship ended I would be reviewed for programs to put the missed payments at the end of the loan or defer the payments or loan modification. This never happened because Rushmore denied access to government programs that they were required to offer to struggling homeowners with VA loans who had been impacted by Covid. The actions of Rushmore had a snowball effect on my familys life. Instead of resolving this problem two years ago I have dealt with their continued obstruction and unethical practices.
In late XXXX my uncle became very sick and since he had no one else to help him I began serving as his caretaker to help him and took time off of work. Little did we know that this was the beginning of XXXX and my uncle got XXXX and then XXXX XXXX. I caught XXXX also and was unable to work for several months due to quarantine rules and fell behind on the mortgage payment. When I contacted Rushmore their agents knew of my hardship and knew it was Covid related. Even though they were required to offer the CARES forbearance plan these agents told me that I needed to figure out a way to get caught up. Due to my XXXX I try to avoid conflict and I did not argue with their agents. But now that I know they were REQUIRED to provide this help it makes me very distressed. Once I got back on my feet I tried to resume mortgage payments to Rushmore but was told that they would only accept the full past due balance. When I asked for options for help I was again told I needed to reinstate the late payments or apply for the state government HAF program, which I did in late XXXX. In early XXXX Massachusetts HAF approved me and reached out to Rushmore to get the loan details so they could pay off the late payments and I could start fresh. However, Rushmore spun their wheels and did not provide the proper information in a timely manner and eventually HAF pulled back the offer of funds to pay back my missed payments, even though that would have fully satisfied the missed payments at that time.
I realized that Rushmore was a difficult lender and resigned myself to filing bankruptcy to resolve the matter and protect me from foreclosure in XX/XX/XXXX. I made bankruptcy payments for several months but this was eventually dismissed and Rushmore said they were going to foreclose on me again. So I contacted Massachusetts HAF again and gave them an update and they were willing to consider my case a second time. Just like the first time I was approved for the program and they contacted Rushmore and told them that they would pay off $ XXXX towards my arrearages. The second time around Rushmore was eager to accept these funds but demanded that I bring in $ XXXX in cash so that they could pad their coffers and then they would modify the remaining balance. Why couldnt they consider a solution that would address the entire past due balance remaining after they committed to paying $ XXXX of my arrearages. Why did Rushmore run the clock out in XXXX when I was approved for HAF for $ XXXX and it would have caught me up on the mortgage at that time? Why does this bank treat veterans this way?
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04/01/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
|
On XX/XX/XXXX Mr. Cooper assumed servicing of our newly established mortgage for our home from XXXX XXXX XXXX XXXX XXXX XXXX XXXX. We closed on the purchase of our home on XX/XX/XXXX with our initial mortgage payment due on XX/XX/XXXX.
There were two consequential mistakes made within the first few weeks of the transfer of our mortgage regarding our escrow account. I have made numerous attempts to get these mistakes corrected as you can see from the attached document named Updated Interaction Summary. One of the errors was corrected in response to my letter of XX/XX/XXXX. Unfortunately, the other error was not completely addressed. When I requested further information on the unresolved error, I have received no response nor even an acknowledgement of my request. At this point, it seems I have no recourse but to escalate my complaint by involving the CFPB.
The outstanding issue is an incorrect crediting of the balance of our escrow account at the time of the transfer. Our mortgage was purchased by Mr. Cooper and transferred immediately after closing on our newly purchased home ( before any payments or disbursements would have occurred ). Below I am going to detail the events chronologically ( and provide documentation ) leading up to this error by Mr. Cooper as well as my most recent experiences.
XX/XX/XXXX We received a tentative Initial Escrow Account Disclosure Statement ( attached ) for review prior to closing. This tentative statement indicated an initial escrow deposit of {$1800.00} with both county and city property taxes to be paid in XXXX and XXXX from the escrow balance. **This statement was revised before closing** as property taxes were paid by the closing firm at the time of closing resulting in a much lower funding need for the escrow account. From prior conversations with representatives of Mr. Cooper, they are in possession of both this tentative statement and the one signed at closing.
XX/XX/XXXX Closed on property financed by this loan. At closing, we paid {$500.00} to fund our escrow account. This amount is shown as the Initial Deposit on the signed Initial Escrow Account Disclosure Statement XXXX attached ).
XX/XX/XXXX Mr. Cooper correctly added {$500.00} to our escrow account labeling it an escrow adjustment.
XX/XX/XXXX Mr. Cooper subtracted {$1300.00} from our escrow account again labeled as an escrow adjustment. This left a negative balance of - {$820.00}. This is the errant transaction for which we still have not received a valid explanation.
XX/XX/XXXX XX/XX/XXXX A further error was made when Mr. Cooper paid our property taxes although they had already been paid at closing. This error was finally corrected in the resolution letter of XX/XX/XXXX. I am going to omit details of this error as it is now resolved, but mention it to assist anyone reviewing the internal records to understand the transactions they see.
XX/XX/XXXX Received a resolution letter which stated regarding the escrow transaction on XX/XX/XXXX *** " After reviewing your account, we found that when the loan was acquired from XXXX XXXX on XX/XX/XXXX, it was received with {$500.00} in the escrow account. However, XXXX XXXX transferred the loan with the incorrect escrow balance. The account should have transferred with - {$820.00}. " *** XX/XX/XXXX Requested via email, as instructed in the resolution letter, documentation validating the above quoted statement. We have received no response to this request or to our following requests. See attachment ( Updated Interaction Summary ) for details of additional interactions.
XX/XX/XXXX Personally contacted XXXX XXXX XXXX XXXX XXXX to confirm the amount that our escrow account was transferred with. They confirmed as the signed Initial Escrow Account Disclosure Statement indicates an initial deposit of {$500.00} is the transferred balance.
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04/26/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
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|
Web |
|
Escalation Case # XXXX Background : XXXX and XXXX XXXX mortgage was assigned to Right Path from XXXX XXXX XXXX in XX/XX/XXXX. XXXX lost his job due to the COVID pandemic. As a result, they applied for a Loan Modification in XX/XX/XXXX. XXXX mailed the loss mitigation application and received postal confirmation, yet Right Path said they never received the loss mitigation application.
XXXX applied again in XX/XX/XXXX ( copy attached ) online. He was able to find a good job as a XXXX XXXX. He shared his income along with his wifes income on the loss mitigation package. A Flex Modification to my understanding does not require income verification. XXXX received a denial letter from Right Path on XX/XX/XXXX with the denial reason as they were delinquent 60 or more days delinquent within 12 months after receiving a Flex Modification ( copy of denial letter attached ). The issue- XXXX never received a Flex Modification to begin with.
XXXX applied again XX/XX/XXXX online ( copy of loss mitigation application attached ).
Once again, XXXX was denied for loan modification by Right Path on XX/XX/XXXX with the denial reason as the required modification terms would result in a principal and interest mortgage payment that is greater than his current principal and interest payment and therefore does not meet the requirements of the program.
XXXX reached to me for foreclosure prevention counseling. I called and spoke with XXXX in Arizona of the Loss Mitigation Department of Right Path on XX/XX/XXXX - client had filled out loan modification but was denied was that the loan modification was the terms were to be either the same or increase the payment which caused it to be unaffordable. But then she mentioned that the payment must be lowered by at least 10 % while staying within the guidelines in ordered to be approved. It was the Flex Modification that was declined. They reviewed it and it didn't qualify based on lack of income information and they didn't know how much money was coming in if there's income to the household. I told her that XXXX was employed and he indicated in his loss mitigation application of his income. I see no reason why he should be denied as they can afford their mortgage payments. XXXX indicated can that XXXX can apply for a regular loan modification, but this requires proof of income to show that he can afford the monthly payments. This loan modification requires XXXX trial payments. She indicated that the past due would go to end of loan, maturity date changes and good chance payment would be lowered. I explained to her that a regular loan modification would increase his payments due to a higher interest rate. She shared with me that Fannie Mae reviews the loan modification forms. Can take up to 30 days to review from the day they receive the loan modification. There is currently no sheriff sale date.
I was confused by the mortgage company XXXX XXXX that showed up on a recent soft pull on XXXX and XXXX credit report. I did a XXXX search and found that Right Path is under the umbrella of XXXX XXXX. Along with the XXXX search was a recent lawsuit on Right Path with the very same circumstances as my client ( see attached ).
I reached out to XXXX XXXX and spoke with XXXX on XX/XX/XXXX who then provided me an escalation case number. Im not sure if Right Path even forwarded the Loss Mitigation application to XXXX XXXX for review. I am hopeful that we can resolve this without having to go to court. My clients have also filed a CFPB complaint as well.
PLEASE CONTACT MY 3RD PARTY LISTED BELOW, THEY HAVE MY AUTHORIZATION XXXX XXXX Homeownership Specialist/HUD Certified Housing Counselor # HUDCertifiedProud Washington County Community Development Agency HUD Approved Housing Counseling Agency HCS XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX phone XXXX fax
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05/02/2019 |
Yes |
|
- Trouble during payment process
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Web |
|
Mr. Cooper purchased our home loan from our original mortgage company about two years ago. We have always paid online and have never had an issue up until XX/XX/XXXX. I always make two partial payments due to my paychecks. Again never an issue. On XX/XX/XXXX I made my first half of my mortgage payment. On the XXXX I made my second to witch they took two different amounts from my checking account. My wife and I have a XXXX XXXX old and a XXXX year old and we live paycheck to paycheck. Due to Mr. Cooper taking multiple amounts out of our account we were overdraft it took over a week and 6 calls to have the money reimbursed. By this time other bills and personal purchases were made that we had to make and another XXXX $ in overdrafts were charged to my checking. Mr. Cooper should be responsible for these. If the second amount they took was never taken then my bills and other purchases would of been without my bank fees. To top this on XX/XX/XXXX they proceeded to make multiple bogus deposits and corrections on my Mr. Cooper account.I have called daily after XX/XX/XXXX and beginning of XX/XX/XXXX to figure out what they are doing. Somehow through this mess of them taking multiple transactions and then finally reimbursing me for what shouldnt of been taken Im told Im late for XX/XX/XXXXsecond payment? Since then Ive tried to get explanation on some un-applied funds I have in my account that they can not give me an answer about. So maybe 30 days go by of trying to get a answer that nobody wants to answer and I get a foreclosure letter. Apparently Im 30 days late on XXXX $ and I get a foreclosure notice? Ive been trying to resolve this but to know help, if you email customer service you just get a default reply email from them that nobody ever follows up on, just get the beat around from customer service on the phone and every call last 35-40mins that takes away from my kids and work to get absolutely no answer period.m. Daily calls of I need to make a payment and now getting more aggressive in there tone of voice, e-mail payment remainders daily. So I figured I cant loose my home over this so I agree to pay the XXXX $ that Im apparently behind. I Make a payment agreement witch I never received any paperwork on yet, to spread the XXXX $ over 3 months on top of my normal monthly mortgage payment. OK! Whatever it takes to keep my home. Still receiving calls on how I need to make a payment and emails. Yesterday XX/XX/XXXX I received a call stating I have 14days until the For-closure process starts, I said how are you starting the process if I have an agreement for the payments and very rudely the lady said its just what I have to tell you. I have until XX/XX/XXXX to make my first installment payment and Im getting calls about foreclosure starting in 14days? 60 days have passed since beginning of XXXX and already a foreclosure process? I have been 100 % positively working to resolve this matter and even agree to pay the XXXX . Dont forget the overdraft fees I got for their wrong doing and the XXXX $ and XXXX $ of unapplied funds they cant explain to me where they are. There payment activity logs are very shady and are obviously made up, especially on XX/XX/XXXX. Almost like they purposely messed up my account.This is extremely bad business practices, threatening foreclosure, customer service beating around the bush, wont answer my questions, cant talk with the same person ever, no supervisor on shift to help. Default response emails that lead nowhere. This should be against the law how they run this business. Im fully onboard trying to resolve and Mr. Cooper just wants to push our family into foreclosure. My wife and I have lost countless hours of sleep filled with anxiety not knowing the future of our home that we worked so hard for so our children can be in a great neighborhood and schools.
|
02/03/2021 |
Yes |
- Mortgage
- Other type of mortgage
|
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|
Web |
|
Good morning, I have a major problem with a public record that needs to be corrected as a result of a refinance application mishandling by MrCooper. I started an FHA Streamline refinance loan application process with my existing mortgage loan servicer, MrCooper/Nationstar Mortgage, back in XX/XX/XXXX. We locked in a refinance lower interest rate for 2.75 % ; I was paying 4.25 % from original loan.
We advanced to an initial closing out of state in XXXX, RI on XX/XX/XXXX, which MrCooper coordinated at a hotel with a local lawyer. The closing went through along with the wire transfer I made for the cash to close {$410.00}. A week passed and the closing was not finalized. The Mortgage loan processor XXXX XXXX informed me on XX/XX/XXXX that North Carolina government offices were taking longer than usual to process the Deed, supposedly because of Covid.
Soon after that I was told by the loan processor, XXXX XXXX to go ahead and pay the XXXX mortgage while we wait ; also the overage amount would be refunded once loan funded. A few days later, Ms XXXX then told me the closing not go through at all and would be reversed ; my disclosure amount that I had paid {$410.00} on XX/XX/XXXX was refunded back to me. I was told the loan never funded because North Carolina took too long to process the closing.
In any case MrCooper reattempted a second time in XXXX and on XX/XX/XXXX and I closed again with a loan NC lawyer. Because the closing was close to the mortgage late payment date, I paid the mortgage as I had incurred a late fee in XXXX which was still pending removal. In XXXX, MrCooper had me pay the mortgage after we closed when the loan was taking longer to process. Once again MrCooper reversed the closing ; I was refunded the closing amount of {$760.00}. Mr XXXX told me that the loan would not settle because I had paid the XXXX mortgage.
In XX/XX/XXXX we were to attempt a third and final closing. I received a call from Ms XXXX on XX/XX/XXXX my MrCooper 's loan processor informing me that the interest lock had expired and on that day she was calling. But even more alarming, MrCooper would not process the loan at all. The primary reason is that there is an actual Deed of Trust outstanding as public record in XXXX County indicating that I have an outstanding loan from XX/XX/XXXX when we initially closed BUT which MrCooper had reversed and never funded. They apparently did not know this from two months ago.
When I researched the deed I discovered that the lawyer in North Carolina MrCooper had employed to present/process the original closing did not do this until XX/XX/XXXX, 7 days later, while I had signed all papers and monies were wired/received on XX/XX/XXXX.
Mr Cooper was to release information to XXXX County to make this correction and nullify/remove this record. It has been over a month now. I recently searched the database on XX/XX/XXXX and I called XXXX County XXXX find out that the erroneous Deed of Trust is still active.
I have yet to hear back from MrCooper. I sent an email out to the Mr Cooper/XXXX XXXX on XX/XX/XXXX last week. She emailed me back stating she was going to look into it. I have yet to hear back from her. I emailed her again yesterday XX/XX/XXXX. Still waiting for a response.
This whole process was greatly mishandled by Ms XXXX/Mr Cooper. While she copied her direct manager, XXXX XXXX, of these interactions. She has never reached out to me. This application was a simple FHA streamline refinance application with the existing loan servicer which should have gone smoothly. This process now has turned into a nightmare and also put me in a current precarious legal position.
Attached is a copy of the false Deed of Trust confirming the dates closing occurred and all documents were signed and the date/time stamp when presented and processed at XXXX County.
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08/12/2019 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
We had worked with you on resolving a previous issue with our mortgage company Mr. Cooper regarding our property taxes which you supported us with getting resolved on XX/XX/XXXX. We thought it was fixed and were happy with the outcome. However they had already paid XX/XX/XXXX taxes on XX/XX/XXXX and XX/XX/XXXX. On these dates two payments were made to XXXX County WI out of our escrow account by our mortgage lender Mr. Cooper. This was not the schedule that we worked out but we were assured that we would not need to pay again until XX/XX/XXXX since the full year of XX/XX/XXXX had already been paid. However they again made an error when paying our property taxes by making a payment on XX/XX/XXXX of {$3000.00} which is an extra payment for XX/XX/XXXX. This amount is missing from our escrow account.
On XX/XX/XXXX we made a phone call to Mr. Cooper customer service at approximately XXXX XXXX and talked to a representative XXXX ( last name unknown ). We explained that a payment was made form our escrow account for the amount of {$3000.00} which should not have been made. XXXX recognized the error and assured us that the escrow account would be reimbursed and receive a follow up letter within 3 to 5 business days. After 5 business days our account had not been reimbursed and we had not received a letter.
At this point I tried to check in with XXXX County WI to see if they received a payment. Between XX/XX/XXXX and XX/XX/XXXX I contacted the Treasury department of XXXX County five separate times to check on this payment. Each time I spoke with the county they told me that they had not received a payment. I was further informed each time I spoke with the county that had they received a payment from Mr. Cooper they would have immediately returned it because a payment was not due.
On XX/XX/XXXX I called Mr. Cooper customer service again to follow up with this matter. After speaking to a representative I was referred to an Escalation Specialist named XXXX XXXX. She informed me that the request for reimbursement had been denied. I explained to XXXX that Mr. Cooper should not have made a payment, they did anyway, they can not tell me where the money is that is missing from our escrow account, and now they are denying our request to have that money reimbursed. XXXX placed me on a 3 way call with XXXX County Treasury, XXXX and myself. The spokeswoman for XXXX County informed XXXX that they had received no payment for our property tax, nor should they have received a payment. XXXX at this point acknowledged the fault of Mr. Cooper and assured me that we will have our escrow account reimbursed and the matter resolved Wednesday XX/XX/XXXX. She also said she would call me or my wife by that date to confirm that the matter was resolved. On XX/XX/XXXX, after we discovered that our escrow account had not been reimbursed and we had not heard from XXXX we tried to follow up with her. My wife and I left XXXX 3 voicemails and 1 email in an attempt to follow up. To date I have not heard back from XXXX XXXX.
On XX/XX/XXXX I again called Mr. Cooper customer service to follow up with this matter and asked to speak to another Escalation Specialist. This time I spoke to XXXX XXXX. I explained the situation and asked why the matter had not been resolved. She informed me that XXXX had put in a request to reimburse our escrow account and that would take 5 to 10 business days to go through. This is not what XXXX told me, but I told XXXX that I expect this matter to be resolved by the end of that time period. Currently it has been 11 business days since XXXX XXXX put in my request. My escrow account is still missing {$3000.00} which was taken out by Mr. Cooper. XXXX County WI has not received a payment from Mr. Cooper and I have not heard from XXXX XXXX, XXXX XXXX, or anyone else from Mr. Cooper.
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11/23/2022 |
Yes |
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- Trouble during payment process
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Web |
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Our mortgage was sold to RightPath Loan Servicing on XX/XX/XXXX. Prior to the transfer we completed ( signed and notarized ) XXXX loan modifications ( # XXXX for $ XXXX and # XXXX for $ XXXX ) and the most recent one ( # XXXX ) was to go into effect XX/XX/XXXX. Once I setup our portal in XXXX, I didnt see any kind information on our loan. It was like we didnt have one. I called and verified that they got our loan modification documents but was told the loan wasnt booked yet. They told us in XXXX that they were rejecting the loan modification because we had not made our first payment on XX/XX/XXXX and they cant book the loan without it being current. It was current when we switched over, so they should have booked it in XXXX when we switched over. I called again in XXXX and they said the same thing, that we would now have to pay XXXX and XXXX in order for them to book the loan. At this point our mortgage had not been reported to the credit bureaus and it was not on our online portal. It was like we didnt have one, but they still wanted the monthly payments listed on the loan modification that they rejected. We couldnt make both payments but were able to make one so we did. In XXXX we got a letter from our homeowners insurance company that the loan servicer had failed to make a payment for our homeowners insurance and they were threatening to stop coverage. By the time I called the insurance company, RightPath had sent them the payment, even though we didnt have a booked loan. I spoke with someone at RightPath again who said they should be honoring our loan modification ( # 2 ) and that he would send it to their underwriting team so they could get it booked. We got another letter saying they rejected it because they didnt receive the signed documents from us by the due date, even though they didnt send us any documents and I had verified with 3 people at this point that they had our signed loan modification from the previous company. Our new statement that we received in XXXX showed that we owed over $ XXXX, which would have been the amount that we owed from loan modification # 1. It also showed that the payment we made in XXXX was unapplied. The mortgage had also not been reported to the credit bureaus as of XX/XX/XXXX ( 5 months after we switched over ). We received another statement in XXXX that showed we owed $ XXXX now and that a partial payment had been made in XXXX and that our monthly payment was {$1700.00}, which was the amount from the first loan modification we did back in XXXX. It took them 3 months to apply our payment. This statement also included a threat to foreclose on the house. We applied for assistance from the HAF and have been assigned a case worker who has contacted the mortgage company twice for documentation, which they drug their feet on sending to her both times. I called and spoke to someone yesterday, XX/XX/XXXX, and was told once again that they couldnt book a loan modification until it was brought current but that they had booked our first loan modification, even thought it was almost 10 months past due. He also told me that our home wasnt in danger of being foreclosed on yet. Our mortgage had also hit our credit by this point. They refuse to book our most recent loan modification ( # 2 ) even though they have our signed documents. They chose to only book the first modification even thought its significantly more past due than the second one and they told me they cant book past due loan modifications. They also held onto our money for 3 months without applying it to our loan. I trust gas station sushi more than I trust this company. I know they also go by the name Mr. Cooper and that they have had numerous lawsuits filed against them for mishandling borrowers payments and preying on people during covid by not honoring loan modifications.
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03/31/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Servicemember |
Dear Sir, Madam : It appears that Mr. cooper is still not accepting the fact that they should not be paying my real estate tax and charging me and additional amount for this violation. The attachment below is proof that an investigation is underway ; and the high fraudulent escrow charges I have had to pay to them, and am still paying will be added into the collected payment they may never repay. I can not afford to keep paying for their misbehaviour. I am asking your company to intervein and determine what justification they can provide you to prove their right to the high escrow charges on my home mortgage account. A 30 yr. fixed rate rural home acct. XXXX is up XXXX. In the last year and over the past 12 months, I have paid XXXX, XXXX, and up to XXXX in a single month just to satisfy their billing statements and aggressive demand for payment. knowing i was 30, or 60 days late, and have a fixed monthly late fee of only XXXX per mo. With over 14 months of payment to them, them reporting on my ( XXXX, and XXXX ) XXXX proves posted errors in balance owed. i was charged a XXXX fee for bank overdraft charge last XXXX that never occur. i can provide the proof on that. Their reporting of excess principal balances and to date current overpayment should not be posted to the account ; instead, I have asked them to specifically return any overpayment to me, or post it to the tax account that was wrongfully paid, or even bring down a high escrow account. I have tried to do all i could to understand and lower, or even remove their charges spread over 12 months. this month, i was billed a balanced of XXXX that is on escrow. This proves it will be overpaid this month ; as they are asking XXXX onto the fixed XXXX i am required to pay. The question is why this much? when XXXX transferred my mortg. in XXXX, their highest escrow was XXXX this account appears to be spread over 24 months. How is this possible? I have letters from them to prove they want to know if I can provide proof of my mortgage insurance. How can I? They haven't even sent me a declaration page of their paid mortg. ins. securing the mortgage since they have chosen to enforce it ; nor, have they submitted to me a letter ascertaining that my taxes were not paid before they would, they just asked for it at the collector 's office, and paid it over the last two years with no warning. I have never been late in paying my REAL ESTATE TAX.
I am asking your investigation in this matter. it is added into my escrow fraudulently.
The total balance owed to date, and the amount posted to late charges are fixed over the fixed 365 days of each year on my account. Their reporting to the credit agencies reflect errors. Please verify. An amortization of my fixed payments over the years projected accordingly is showing payments that would proved they have deliberately omitted to report to the agencies. I did not take a modification. they have provided the proof that i did not. and they are charging me excessively more than i have ever had to pay any servicer. This is the same fixed morgage account i had reported to your offices when it was serviced by XXXX, which was absorbed by them. XXXX XXXX suggested that I put this in writing to you. and mail them a copy.
Respectfully.
XXXX XXXX XXXX H C:XXXX Nationstar Mortgage XXXX XXXX D/B/A Mr. Cooper XX/XX/XXXX Arkansas Securities Commissioner , XXXX XXXX XXXX , issues a press release regarding his approval of a multistate Settlement Agreement and Consent Order with Nationstar Mortgage XXXX XXXX XXXX Mr. Cooper a mortgage originator and servicer, for violations of the Arkansas Fair Mortgage Lending Act and Rules. The multistate settlement will assist borrowers harmed by Mr. Cooper due to residential mortgage origination and servicing-related violations.
back to all press releases
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04/15/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American, Servicemember |
We have a mortgage with the Mr. Cooper mortgage company, who bought our loan from XXXX XXXX XXXX several years back.
The mortgage number is XXXX Mr Cooper is out of XXXX as best as we can tell. The cashiers check I mention below was sent on XXXX XXXX and posted on their website on XXXX XXXX.
Were down to the last few years of the loan and so we decided to pay off the loan. Following Mr Coopers instructions we sent a cashiers check for {$44000.00} as a principle payment to the lender. That would have brought the loan down to a few thousands dollars ( about two payments ) and we could then request a payoff amount ( knowing those are only good for XXXX days ).
The XXXX payment was received by the lender reportedly on XXXX XXXX and went in as Unapplied Funds. So we called the lender on the XXXX of XXXX when we saw the posting and attempted to have them apply the money to the account. The initial assistant, although helpful, came back saying he needed to send us to escalation group.
I was connected to a XXXX there. First she claimed she could not apply it, it wasnt a certified check. We of course told them it was. Cashiers check # XXXX.
Then she claimed you cant make a principle payment of over 90 % of the loan. I asked what document says that, which she could not answer. I specifically stated I wanted a document that outlined that rule, as we were unaware of it. Now to add insult to injury, after a 40 minute call I was then put on hold by XXXX and a minute or so later she came back on and hung up. I waited to see if we would get a call back, none occurred.
We called again, and were pushed to a XXXX in Escalation. I informed her of what had happened and I told her, I still wanted the document that says I could not apply a given amount as principle. She sent me our original promissory note from XXXX XXXX XXXX, which clearly states I can make a prepayment of any or all of the loan at any time.
I then informed her that given their 90 % rule, I would abide by it and they should immediately apply 89 % of the unapplied funds as principle ( {$40000.00} ) She left me on hold and came back several minutes later and said " we cant do that '', these are unapplied funds. We cant touch them. We are going to send them back.
I asked to talk to her supervisor, she claimed there is no one I can send you to. I could make a call-back request. I again asked for the document that says this 90 % rule, and made it clear I didn't want any XXXX, she replied you have your promissory note, thats all I can give you. I asked her again, was there ANYONE I could talk to? Her supervisor, the people she kept putting me on hold to talk to? She claimed no. So I demanded a call back and hung up.
So they have had our $ XXXX since XXXX XXXX, never contacted us to say their rules were in play, the rules they can not seem to find in print. They obviously werent planning on sending the money back, they put it in some account and clearly would be drawing interest off my money, all the while charging me interest on the loan. They claim now they are sending it back by check, but they are not clear when that would be returned ( 3-5 days from now??, theyve had it for 3 days already ) They refuse to take a principle payment, they give excuse after excuse, they don't have supervisors and the bottom line is I have $ XXXX dollars in limbo. The idea that I can not pay off a debt to a lender is absolutely insane. The idea that " ohh sorry your money is just sitting there and we can't touch it '' is insane. I was willing to live by their 90 % rule, but they conveniently found a way to take that out of play. All of which frankly speaking sound like lies. They are stealing my interest, on my money and that makes them at best unethical and at worst corporate thieves.
I am about to my breaking point.
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10/11/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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As of now, there has been no resolution for the problems.
The disbursements made to my insurance companies where clearly asked not to escrow. I have acquired my own insurance as required for Hazard and Windstorm.
I am not asking other than to remain current and keep my home loan affordable. I have made numerous attempts documented by email - phone and account messaging for simple answers and as of Now no one has been forthcoming with the removal of escrow from my account other than one Escalation rep from Mr. Cooper.- XXXX - Whom stated after weeks of calling shared that the Processor in escrow has halted my request XXXX XXXX for Flood insurance, as you know being in XXXX Texas XXXX hurricane Harvey- XXXX have no passed the Flood insurance mandate to area homeowners. This alone is a hardship. I have even requested all but the flood Insurance be removed. I have spent countless hours on the phone while at work trying to find a solution to a simple request.
I was told that I qualified for escrow removal trying accomplish this I have been given misinformation upon misinformation- the recording on the phone machine says submit proof of insurance and update escrow not submit and we will pay your policy for you? I have agreed to every recorded call, because maybe I am not explaining myself correctly. They have falsely closed tickets- requests with resolutions never found.
Right Path Servicing had no qualms about increasing my monthly payment more than the actual note on the contrary it has done its least to help adjust- lower it reflecting the purchase of my own insurance.
I have worked very hard to regain stability through illness and CO -VID 19 - loss of employment to save my home and maintaining this loan. I am more than willing to pay what is reasonable, unfortunately Mr. Cooper - Right Path - Nation Star mortgage have made it most difficult.
I am not asking for anything Free nor a hand out- What I'm asking for is knowledgeable personnel who work with millions of dollars of hard working Americans and I dont feel its too much to ask for. I am saddened at the lack of integrity and the immediate response of form letters to ensure each one of these companies have done no wrong but the truth is they all have. They have not provided correct information if any- they have made payments to my insurance policies with no requests or permission. So double payments to the insurance companies are being made, this alone is poor practice. There is no coordination amongst the companies to provide Home Owners any reassurance that these loans are being fairly monitored nor adjusted.
Here we are, a futile attempt to clear responsibility or liability. As I stated in my original complaint - I have no idea if these companies have broken any laws but what has happened to me in such a short amount of time is unjust.
I am not rich and barley making a life for my family and myself and I am tired of Large Corporations with inadequate staff having the last word.I could be content with the response I am not.
I have stopped payment of the Hazard insurance and hold in my possession the check. So it has not been removed from my escrow and does need crediting, I have also requested a refund from the Texas Windstorm send the money back to the company. So this account reflects wrong again. The letter itself states misinformation, I have emails and once again, It doesn't matter what American Homeowners need or request, this company will of course show the monthly payment is due. I was told in XXXX my account would be adjusted by XX/XX/XXXX, listen to the phone call by XXXX from XXXX XXXX. I have reviewed so many complaints abouts this company I know I am not alone in my complaint. What can I do from here, They have not adjusted the account and I am terrified to fall behind.
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05/04/2021 |
Yes |
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- Trouble during payment process
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Web |
Older American, Servicemember |
I submitted complaint # XXXX to the CFPB on XX/XX/XXXX regarding my difficulties having my mortgage payments applied correctly by Mr. Copper. I like to pay my account one year in advance, but every since Mr. Cooper took over my loan in XXXX, they apply the entire payment as additional principal and I have to call them to get it straightened out. It is NEVER resolved with just one phone call, and I have to make multiple calls every couple days before anything is done.
The CFPB forwarded my complaint to Mr. Cooper, and they investigated. I eventually received a response from a XXXX XXXX. In his letter, he never acknowledged there is a problem with how Mr. Cooper in handling my loan and instead blamed it on me not being set up on a maximum prepay plan. He specifically states in his response, our policy does not allow an account to be paid ahead more than XXXX XXXX XXXX XXXX months ahead unless the account is setup on our maximum prepay plan. Make note that he says UNLESS the account is on maximum prepay.
I made XXXX payments since filing the complaint, and as I expected, NONE of them were applied according to my instructions and all were credited as additional principal. I called Saturday XXXX XX/XX/XXXX ), to convert the account to maximum prepay, but the gentlemen who answered the phone kept putting me on hold wanting to review my payment history, even though I told him I just wanted to convert the account. I eventually got tired of being on hold, and hang up. I called again today, ( XX/XX/XXXX ), to make the conversion, and since I had the time, to have the XXXX payments I made applied correctly.
The woman on the phone was very pleasant, but I highly doubt that she accomplished anything. Because I have been going through this every month since XXXX of XXXX, I know that the first thing that happens is I see a reversal of the payments by the end of the working day. Anytime I dont see that, nothing happens and I end up calling again every couple days until someone does something. These payments are not reversed on my account. Sadly, when someone finally does take action and do something, it usually turns out to be something wrong and is even more trouble to straighten out.
The woman sent the form to convert to maximum prepay. The section for maximum prepay states that once an account is ahead XXXX months, all additional funds will be applied to principal if no other fees/costs are due. This is the complete opposite of what XXXX XXXX told me, and the opposite of what I am trying to accomplish.
I attached the following documents : Proof of XXXX, XXXX, XXXX, XX/XX/XXXX payments with designated distribution of funds.
Account page showing how all except XXXX payments were applied, although it was all put to principal also.
Mr Cooper payment information showing funds can be applied as requested if there are no outstanding fees/costs.
Section of XXXX XXXX letter saying I can pay more than XXXX months in advance as maximum prepay account.
Section of form which states that under the maximum prepay plan, funds will be applied to principal if more than XXXX months ahead.
I must also say I am highly disappointed with the CFPB. I thought their purpose was to assist the consumer and reach a satisfactory resolution. Yet, once the company gave their response, the CFPB closed the file. No attempt was made to find out if I was satisfied or felt it was resolved, and there is no place to register my dissatisfaction and request the case not be closed. I really didnt need CFPB to forward a complaint. Ive made enough complaints of my own to Mr. Cooper, so they are well aware of my issues and how unhappy I am with their company. It seems like CFPB is just another XXXX agency draining taxpayer funds, but doing nothing to actually help the consumer.
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10/31/2018 |
Yes |
- Mortgage
- Reverse mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Servicemember |
This letter/complaint is in response to the XXXX predatory practices conveyed upon Mr. XXXX XXXX. As an elderly homeowner is his community he was preyed upon by XXXX XXXX and a broker/loan officer named XXXX XXXX. Mr. XXXX was working with XXXX XXXX and his job was to contact elderly mortgage holders to entice them to receive a reverse mortgage. Mr. XXXX was promised that he would receive a monthly payment to help him with his monthly expenses and would no longer have to pay a normal monthly mortgage because he was receiving a reverse mortgage. Mr. XXXX became a victim when he agreed to what they told him would happen with a reverse mortgage because what they told him would happen did NOT happen. Mr. XXXX did NOT receive any monthly payments to him. The reverse mortgage that was originated did NOT pay off his first mortgage that he had. They paid a portion of the mortgage off and subordinated to third position behind the reverse mortgage and HUD ( 2nd lienholder. ) The two lenders, XXXX XXXX and XXXX XXXX XXXX XXXX, a Subsidiary of XXXX XXXX XXXX XXXX XXXX and XXXX XXXX XXXX along with XXXX XXXX XXXX XXXX , XXXX all agreed to originate and fund this loan. Mr. XXXX also agreed but had no idea that he would NOT receive the monthly payment he was promised. Mr. XXXX never received any monthly payments because there wasnt enough equity for him to receive any monthly payments. His property value and what he owed on his home was not enough for him to receive any monthly payments. His income was already not enough to pay on what he owed on his home prior to the reverse mortgage and afterwards he received no money from the reverse mortgage and the home eventually went into foreclosure. Its been 9 years now and Mr. XXXX paid dearly for this with a divorce from his wife who feared being thrown out on the street from foreclosure because of the harassing phone calls and notices of foreclosure. Eventually in XXXX he paid the ultimate price of death as the constant stress and anxiety of an impending foreclosure took his life.
The heirs are seeking to purchase the home that Mr. XXXX left behind but have been constantly running into obstacles and need help in resolving the title issues surrounding the subordination agreement drawn up by the parties involved when the reverse mortgage was originated.
As an elderly member of his community At the time my father, Mr. XXXX XXXX XXXX, XXXX received the Reverse Mortgage he was not eligible because his debt was too much to receive the benefit of the program.
Instead of covering his debt, it caused him to completely exhaust all of his savings paying a mortgage with a reverse in place. He was forced to pay {$1200.00} per month until he was broke and broken.
He was harassed on a regular basis to leave the keys in the house and walk away and my Father refused because he knew that he had been preyed upon. And all of the promises that were conveyed to him were not true and never materialized.
At the inception of the Reverse Contract a total of {$110000.00} was taken from the equity of the home. When all transactions were make everyone at the table received money except my father, even though he was promised that he would receive {$40000.00} after all contracts were signed. After they were pressed and questioned on numerous occasions they finally responded with the {$40000.00} had been given to XXXX XXXX XXXX as a pay down on the 3rd lien imposed by XXXX which is currently XXXX XXXX.
After the loss of all my Fathers savings, the numerous attempted foreclosures on his property and the demise of his marriage of 34 years due to his wifes fear of becoming homeless she left him and he was forced to file for divorce at XXXX years of age because of all of the pressure and predatory actions inflicted by these two entities.
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06/26/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
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Web |
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I ( XXXX XXXX ) hold my primary mortgage with mortgage holder Mr. Cooper on my current residence, which XXXX XXXX XXXX XXXX, XXXX, KY XXXX. They have been the servicer of this mortgage since XX/XX/XXXX.
On XX/XX/XXXX, Mr. Cooper performed an escrow analysis on my account ( on their own, not requested ) and the results of that analysis changed the monthly payment due on the mortgage, effective on XX/XX/XXXX. The old payment had been {$1500.00} and the new payment became {$1600.00}. Our account is setup for paperless notification and we will readily admit that we signed up for paperless notifications, so technically it would be our fault for not realizing there had been a change in the payment due amount.
We went ahead and made payment of {$1500.00} on XX/XX/XXXX for the XXXX payment through our banking provider ( XXXX ), which is what we have always used to wire funds for payment, instead of setting up auto-payment through the actual servicer 's site. We never received any type of communication in XXXX that there was an issue and when my wife went to pay our mortgage for XXXX, she saw that the XXXX payment was past due and that none of the funds had been applied. To quickly rectify the situation, she made the payment due for XXXX plus whatever was short to ensure our account was in good standing. When we realized what happened, I communicated through Mr. Cooper 's online email service on XX/XX/XXXX, with the following message : " I ( XXXX ) am the actual holder of the loan, but my wife handles all of our financial payments. She had asked me for the login for the mortgage account about a month ago because she didn't previously have it. When she logged on, she noticed that our monthly payment had changed and we were not aware of that. So, the amount we paid for XXXX ( on time ) was shy of the required payment. That payment wasnt applied as our monthly payment ( because it didnt meet the requirements I guess ). So, you posted it as unapplied funds as you can see on the attachment I have provided. When we realized this on XXXX, we went ahead and paid the monthly payment for XXXX and additional funds to cover what should have been paid for XXXX. We really would request that Mr. Cooper would backdate the payment so it doesnt affect negatively on our account We are in the process of building a new home and likely needing to shop mortgages in the next 30 days. This incident actually reduced my credit rating by 60 points, which is super concerning to me since we are obviously trying to maximize our rate for the new home. You can reach me via cellphone ( XXXX ) or email at XXXX Your assistance and response is very much appreciated! Thanks and have a great Monday! '' They really didn't fix anything concerning the payment and my concerns and so I called them on XX/XX/XXXX to see if I could speak with someone to fix the matter and that they should grant me a goodwill consideration. I spoke with both a customer service agent and a supervisor, both said they understood the situation and circumstance but they couldn't change the reflection they had submitted to the credit bureaus.
I was never late for a payment before or after this date and I think that any reasonable person can look at this situation and understand that the punishment doesn't fit the crime. Before this occurred, I had my credit score sitting at around 730 and was in a good position to get the mortgage rate I want and need for my new home. This has reduced my credit score by about 100 points and now I am not even able to qualify for most lenders because they show a late charge on my mortgage.
I am simply asking for reasonable minds to look at this situation and honestly do the right thing here, which is to remove the late payment notification from my credit report, dated XX/XX/XXXX.
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09/26/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Payment process
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Web |
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On XX/XX/XXXX, received XX/XX/XXXX RightPath Servicing sent me a Second and Final Notice to purchase Hazard Insurance or RightPath Servicing would initiate LPI for Hazard Insurance. On page three ( 3 ) of this Second and Final Notice, RightPath Servicing describes in detail, the Hazard Insurance coverage that will be purchased by them if I do not purchase this Hazard Insurance, as described by RightPath Servicing on page 3.
RightPath Servicing clearly describes this Hazard Insurance as The hazard insurance we obtain will cover ONLY the structure of your home ( e.g. the building, walls, roof and permanent attachments ).
This description is coverage already found in my HOA Master Policy coverage that they had received proof of, multiple times.
In XXXX of XXXX, I attempted to pay my monthly mortgage payment and noticed the amount increased by {$1000.00} per month and the reason for increase was listed as HO6 Insurance coverage ( Policy ).
I filed a complaint with the CFPB claiming that I was not advised by RightPath Servicing to purchase HO6 insurance, that RightPath Servicing claimed I needed to purchase acceptable insurance, Hazard Insurance coverage as they described in the Second and Final Notice letter dated XX/XX/XXXX, the description being something other than HO6 coverage. I asked for RightPath Servicing to describe the difference between Hazard Insurance and HO6 insurance, to see if RightPath Servicing identifies HO6 insurance as Hazard insurance in any way. They do not. In addition, I learned at this time, that Hazard Insurance is not a form of insurance that can be purchased separately from Homeowners Insurance, as HO6 can be purchased as separate coverage. I was repeatedly told that I needed to purchase Hazard Insurance when, 1. Its not something available for purchasing and 2. RightPath never purchased Hazard Insurance on my behalf because it doesnt exist as a separate policy. Yet, they continued to instruct me to purchase Hazard Insurance.
On XX/XX/XXXX RightPath Servicing addressed my request for them to explain the difference between Hazard insurance and HO6 insurance.
Page 1, Paragraph 3 of the XX/XX/XXXX response letter states : Hazard insurance protects the structure of your property from damaging events lilke ( like ) windstorms and fires. In a condominium, the homeowners association master policy normally provides coverage for the exterior structure.
Page 1, Paragraph 4 states : For properties that are condominiums, we require an additional HO6 policy which covers the interior of the condominium unit and any interior improvements made.
In the Second and Final Notice letter dated XX/XX/XXXX, RightPath Servicing clearly describes ( Hazard ) insurance ( the exterior, roof etc ) that is NOT coverage offered by an HO6 policy. RightPath Servicing goes on to explain what the insurance they purchase WILL NOT cover and what they described as not covered would be coverage normally offered by an HO6 policy such as liability and personal belongings, further moving away from anything describing HO6 coverage.
The Second and Final Notice has completely different language than the first notice of XX/XX/XXXX. There is no mention of betterments and improvements being needed in this Second and Final Notice.
RightPath Servicing never came close to describing HO6 coverage in this Second and Final Notice, in fact, it was the exact opposite.
This deliberately deceptive tactic has caused me great financial harm, also severely damaging my credit worthiness.
RightPath Servicing sends 50 page responses to inquiries in order to cloud this issue but the simple fact is, the Second and Final Notice, dated XX/XX/XXXX, instructed me to purchase insurance I already have, insurance that was never purchased by RightPath Servicing on my behalf.
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07/19/2020 |
Yes |
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- Trouble during payment process
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Web |
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My initial mortgage was approx {$1100.00} on a {$140000.00} loan at a fixed rate of 5 % interest.
The loan was assumed by Mr. Cooper before I made my first payment in XX/XX/XXXX. In XX/XX/XXXX, they asserted, rightfully so, that I had an escrow shortage in XXXX, due to my, admitted, failure to file homestead exemption. My escrow shortage in XXXX of XXXX was approximately {$1200.00} ( see attached ). However, the mortgage company required approximately {$2900.00} to bring that " current '' with an agreed recalculation of my XXXX mortgage being approx {$1200.00} a month until the following XXXX ( a $ 150 monthly increase to my mortgage ). They explained the additional funds were needed for any other " overages '' that may be accounted in the next year.
That payment was made in XXXX. Yet, the company misapplied that payment to the principal, stating that was their right as I had not alerted them to the application of the payment ( failing to recognize that I had called into the company on the day I made the payment, prior to submitting the payment, ensuring this payment would be earmarked correctly, as I could not add a memo from payment directly from my bank account.
For the next three months, I called in regularly to assure that I only owed the approx {$1200.00} while they fixed their error. However, at the end of XXXX, I receive a new escrow assessment stating I owed another {$400.00} resulting in an additional monthly increase. When I called in to question this, they stated the laws in GA had changed allowing them to do this reassessment more than once a year. And, because my homeowners insurance increased in XXXX, they needed more money, which I would owe until XXXX, despite the fact that I informed them that my homestead exemption had been filed and my taxes would be dramatically lowered in XXXX.
When reviewing all of these very complex statements - that have fluctuated from me owing anywhere between {$1200.00} and {$1700.00} a month ... I realized the money they put into my escrow did not match the {$2900.00} I paid in XXXX. It was short approx {$360.00}. There was even a statement ( attached ) which showed one month that no payment was applied to my principal.
I finally mailed a certified letter or complaint to them in XXXX, with some very basic questions ( attached ), which they finally responded to in XXXX. In their response letter they said their calculations were right ( which honestly, I have not had the time to review and feel I need to hire someone to look over ) and I was just in the wrong.
So, last month I begrudgingly paid them {$1300.00}, which they said was my new mortgage amount.
I just received a new statement due XX/XX/XXXX, now saying my mortgage amount is {$1300.00}. Another {$70.00} increase.
Mortgages are not supposed to change EVERY SINGLE MONTH. I will be hiring someone to assess if money is missing from my escrow still ... and I will be refinancing and pay that refinancing fee just to get out from under the thumb of this company, which has taken more time, energy and frustration than I have time to expend on an ongoing monthly basis.
I am college educated. I have owned a home before. I have dealt with mortgage companies, and NEVER experienced this type of either inept mismanagement if not flat out fraud. This is not transparent and easy to manage by the uneducated home-owner, let alone the educated one.
I will be fixing my own issue, but this company seriously needs to be investigated.
i am attaching their entire response outside of their daily accounting of my mortgage account, which i am turning over to a forensic auditor. If you would like those as well, i am happy to scan and submit. This is so overwhelming, it is heartbreaking, and I hope not what the average homeowner experiences,.
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03/20/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
This is a follow up to another complaint that I lodged with this agency.
After the death of my XXXX, I contacted his insurance carrier and obtained XXXX XXXX XXXX in my name. The agent also upgraded the amount of coverage due to the increase in the property value. I obtained coverage on XX/XX/XXXX. Since that time, I have not had a lapse in coverage. My insurance carrier has sent multiple declaration sheets to Mr. Cooper upon my request. In addition, they faxed a letter dated XXXX from the Corporate Office verifying that I have insurance.
I have never been notified in writing from Mr. Cooper that I needed XXXX insurance. I have never been notified in writing that I needed flood insurance. I have never been provided with a copy of any insurance policies that Mr. Cooper has purchased on my behalf. The first time that I became aware about Flood Insurance was when I called Mr. Cooper in XX/XX/XXXX to see if they had gotten the insurance situation straight. In the last complaint, Mr. Cooper uploaded copies of letters that I have never received. I noticed that most of the letters had supposedly been sent to a dead man 's mailing address, XXXX XXXX XXXXXXXX XXXX, XXXX, XXXX XXXX. That box belonged to my XXXX. It is closed at this time and may have been assigned to another customer of the postal service. I have NEVER had nor do I have access to that box. In XXXX of XXXX, I contacted Mr. Cooper by telephone. I spoke to a Mr. Cooper representative who said his name was XXXX XXXX XXXX, XXXX, XXXX. At that time, I reported that my father had expired and that my mother had been deceased for several years. I also provided XXXX XXXX with my personal address, XXXX XXXX XXXX XXXX, XXXX, XXXX XXXXXXXX. Even if you did not have my personal address, you could have mailed that notifications to the street address at the house. Most businesses send certified letters for something this important. Why didn't you?
For the last several months, I have been trying to get the matter regarding the insurance straight. Each time I speak with a representative from your company, they seem to be clueless about what I discussed with the last person. At XXXX point, your representatives were saying that you paid XXXX XXXX for my coverage. I contacted XXXX XXXX 's XXXX XXXX on XXXX different occasions. They said that you had not paid them for any insurance. Then, your representatives began saying that you had purchased insurance from XXXX XXXX.
On XX/XX/XXXX, I spoke to XXXX at Mr. Cooper, He told me that he had located the insurance verification documents. He told me that he would send the documents over to your insurance department so that they could make the correction. He told me that he would reach back out to me when it was resolved. His contact phone number given to me by him was XXXX XXXX XXXX.
On XX/XX/XXXX, I spoke to XXXX from Mr. Cooper. While he was on the phone, I phoned my insurance provider. XXXX XXXX from XXXX XXXX XXXX XXXX, XXXX, XXXX. She verbally verified that I had insurance with not lapse. She asked XXXX to email her the notice that was sent by XXXX XXXX saying my insurance was lapse. XXXX never did. She sent verification of insurance again per XXXX 's request. Your company can reach XXXX XXXX at XXXX XXXX. The mailing address is XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX.
Your company has forced placed XXXX XXXX and XXXX XXXX to my mortgage note. According to your representative the mortgage has gone from {$880.00} to {$1700.00}. This is outlandish!!
I have insurance. I have had insurance since XXXX XXXX, XXXX. I was not told that I needed XXXX XXXX. That is not right.
Please find proof of XXXX XXXX, letter from XXXX XXXX XXXX, and other pertinent documents.
XXXX is my strength and my power, He maketh my way perfect. XXXX XXXX. XXXX
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04/12/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Servicemember |
Greetings, I am writing in regards to the poor, unprofessional service that I have received while attempting to modify my mortgage with Mr. Cooper.
I am a XXXX XXXX whos husband has served this country for more than 30 years and is currently XXXX. I have been given the runaround with getting this modification completed for several months now and Im totally at my wits end.
As a spouse of a XXXX service member, it is stressful holding things together while your loved one is away not to mention dealing with the pandemic, a stressful job, no nearby support system, and still grieving over the loss of my parents.
I would only hope that Mr. Cooper has licensed ( XXXX holders ) individuals attempting to service their customers. Unfortunately, what Ive encountered appears to be quite the opposite. I dont even think that they are aware that the CFBP exists and/or your purpose. However, if they are aware, theres absolutely no urgency in resolving things at the lowest level possible.
I informed their agent that I would need to sign the documents via POA. They scheduled me a total of 5 mobile notaries to come and these were the results.
1. Notary comes but no POA was requested by the agent and when provided to the Notary, it was unsure what needed to be done so the notary left 2. I submitted the POA via email on XX/XX/21 and the agent uploaded the POA and rescheduled another mobile Notary.
3. The second and third Mobile Notary never showed. I even called and spoke with one of their agents to assure me that they would come out. He said all I can do is pray for you. Such poor customer service and lack of accountability!
4. I contacted the Mortgage Company after the second no show and was informed that the process to request the mobile notary was never processed properly the last 2 times.
5. Now we are on attempts number 4 and 5 in which the documents were notarized on 2 different occasions ( about a week apart ) and later told once again that there was either a missing signature, not signed properly, and/or wasnt legible.
Once I contacted the Mortgage Company again ( now towards the end of XXXX ) the agent says that they never received my POA. I once again emailed it to her and told her when the original was sent. ( She also mentions this file being sent to the escalations team ; who are they and what do they do? Ive never heard from them but was told at least twice of the escalation ).
This agent then tells me that she will send me some new documents and after I receive them, I can then call back to schedule a Notary.
However, to my surprise, I receive a call from one of Mr. Coopers agents on XX/XX/21. It is at this point that I am given the information that the POA must be registered with the County Clerks office. This is the first time ever the words county clerks office was mentioned.
I reach out to Mr.Cooper and speak to an actual Manager on XX/XX/21. He assured me that he will request updated documents with a payment start date of XX/XX/21 and that he himself would reach out to me to inform me as to when to expect my documents. But as of yet, XXXX XXXX has failed to do so. Another, failed attempt to make things right!
I have suffered from the lack of knowledge and this companys failure to follow through for months now. I am stressed and at a total disbelief that a company can actually operate in this fashion. A mortgage is usually the largest purchase of the average working persons life. If this company cant see how important this is to me and my family then just maybe they should eat this mortgage and send me a paid in full deed!
I pray that you can help me get some closure and also set a precedent to avoid the same thing from happening to the next service members spouse. Believe it or not, we really have a hard job!
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05/05/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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NationStar dba Mr. Cooper is our loan servicing company. They have now rebalanced our escrow amount twice in the last few months ( XXXX and then again in XXXX ).
Given how many marketing and spam letters in the mail and phone calls I receive from them, I missed the official communication from them that the amount due had changed starting XX/XX/XXXX. I sent the incorrect payment in for two months in a row ( XXXX and XXXX ). On XX/XX/XXXX, I realized the problem and went online to their website to fix the issue. I submitted a payment for {$210.00} which was the balance due on the account and received a confirmation email ( including confirmation number XXXX ) from Mr. Cooper stating they received my payment and it would be posted to my account within 48 hours. On XX/XX/XXXX, I received another email saying the payment had been posted to my account.
On XX/XX/XXXX, when I was logged into the website that the escrow balance was readjusted AGAIN. Between the 2 adjustments, our escrow payment increased {$260.00} a month for a total annual increase of {$3100.00}. The first escrow rebalance sheet sited a shortage of {$820.00}. Adding that to the increase in property taxes ( {$78.00} ) and the increase in homeowner 's insurance ( {$830.00} ), the total ( {$1700.00} ) is FAR less than the annual increase of {$3100.00} that they are now collecting. I called into their customer service to inquire why it was adjusted and why for so much. The associate could not answer questions and could not locate the payment I had sent for {$210.00}. He told me to wait a little longer for the payment to post and call back again.
In early XXXX I called again and talked to a lady customer service agent. The payment for {$210.00} still had not posted. She started a 'lost payment inquiry ' and told me it would take 5-7 business days to resolve. I again asked if she could request a recalculation of our escrow as the amount it increased seemed unreasonable and too high. She kept just explaining how an escrow payment was calculated ( which I understand and can see on their documents ) however refused my requests for the escrow to be recalculated.
In XXXX I called again. We are trying to refinance another mortgage ( not this one ) and there are 2 negative marks on our Credit Report. Both from Mr. Cooper for delinquent payments. The missing payment is still not posted to my account and the associate again initiated a 'lost payment inquiry '. She also put in a request for a manual recalculation of the escrow account ( off-schedule ). She promised that I would have both in 5-7 business days. For the Credit Report, she told me to send an email to a certain email address with the details of my credit report inquiry for the delinquincies and provide all the above information regarding the two payments I did make those months and the lost payment that I made on XX/XX/XXXX to pay the balance due on the account. She said I should hear back from that Research group within 5- 7 business days.
I have not heard back or seen any payment posted or escrow recalculation for the first two requests and it has been several weeks now. I did receive a message that they received my Credit Report inquiry but, by law, they were allowed 30 days to respond. So that is also not resolved and now the refinance of my other mortgage is unable to move forward.
I am frustrated and upset at the lack of ability for Mr. Cooper to track and find payments made. For their recalculation of Escrow accounts that can be done quickly when it is to their benefit, however can not seem to be completed otherwise.
I am extremely angry that we have lost a good rate and a good loan because our credit report has 2 negative marks from Mr. Cooper 's negligence. We have always had perfect credit.
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07/20/2021 |
Yes |
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- Struggling to pay mortgage
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Web |
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I HAVE A MORTGAGE WITH MR. COOPER MORTGAGE COMPANY. DUE TO XXXX WE HAD NOT BEEN ABLE TO WORK DUE TO SICKNESS OF XXXX AND LACK OF INCOME. I APPLIED FOR PANDEMIC RELIEF TO KEEP OUR HOME. MY HUSBAND AND I HAD NOT BEEN ABLE TO MAKE ANY PAYMENTS STILL DUE TO LACK OF INCOME AND LINGERING XXXX ISSUES IN OUR BODIES. I HAVE ALWAYS KEPT UP WITH OUR ACCOUNT ( ESPECIALLY ONLINE ). I STARTED THE PANDEMIC RELIEF XX/XX/2021 WE WERE ALREADY STRUGGLING WITH PAYMENTS BEING IVE HAD AXXXX XXXX. XX/XX/2021 ; I REQUESTED A MODIFICATION TO GET OUR PAYMENTS LOWERED SEEING AHEAD AND TRYING TO STAY ONTOP OF MY MORTGAGE SITUATION AND KNOWING I WILL BE BEHIND ON PAYMENTS DUE TO THE XXXX. EACH TIME I APPLIED I ALWAYS GOT A REPONDS : Please note that we have reviewed you for options that would allow you to keep the property and for options that would mean that you would not keep the property. Although you may have requested a specific loss mitigation option, we have evaluated you for all other available options to ensure you have sufficient information to make an informed decision.
Flex Modification - Declined Short Sale - Conditionally Approved Deed In Lieu - Conditionally Approved XXXX XXXX AGAIN I REAPPLY ; In response to your request for a loss mitigation review, this letter will confirm that we have all of the information that we need from you to evaluate your eligibility for loss mitigation options.
RESPONSE ON We have received your request for assistance. Enclosed please find the following documents that must be completed in full and returned to us in order for us to evaluate your request. Please return the attached documents to us by XX/XX/2021. THE FORM WAS SENT AND NEVER RECIEVE!
XX/XX/2021 ; Were sorry to hear about your financial hardship and hope that you and your loved ones are otherwise safe and healthy. Based on your situation, you have been approved for a Pandemic Forbearance Plan.
XX/XX/2021 ; If you are having trouble making your mortgage payments, Mr. Cooper welcomes the opportunity to discuss possible alternatives that may be available to you. Call us today to learn more about your options and instructions for how to apply for assistance XX/XX/XXXX, XXXXIn response to your request for a loss mitigation review, this letter will confirm that we have all of the information that we need from you to evaluate your eligibility for loss mitigation options.
XXXX XXXX ; We have reviewed your application for mortgage assistance. Please find a summary of the programs for which you were evaluated below, based on the eligibility requirements of XXXX XXXX, the owner/guarantor/trustee of your mortgage loan. XXXX XXXX requires us to review your application for the options available to you in a certain order. This means that if you are approved for an option higher in the order, you may not qualify for options that are lower down on the list.
Please note that we have reviewed you for options that would allow you to keep the property and for options that would mean that you would not keep the property. Although you may have requested a specific loss mitigation option, we have evaluated you for all other available options to ensure you have sufficient information to make an informed decision.
Flex Modification - Declined Short Sale - Conditionally Approved Deed In Lieu - Conditionally Approved XX/XX/2021 ; In response to your request for a loss mitigation review, this letter will confirm that we have all of the information that we need from you to evaluate your eligibility for loss mitigation options I HAVE TRIED TO WORKOUT OUT A PLAN AND WAS TOLD I WAS GIVEN A WORKOUT PLAN BEFORE PANDEMIC. THIS NOT FAIR AND I DONT WANT TO LOSE MY HOME WE HAVE NO WHERE TO LIVE. I REALLY NEED HELP TO WORKOUT A FITABLE PLAN FOR STRUGGLING FAMILIES.
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02/14/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Older American |
XXXX XXXX XXXX Attachments XXXX XXXX ( 0 minutes ago ) to XXXX, XXXX, XXXX, XXXX, XXXX, XXXX I am writing due to the fact that I was approved for a modification XXXX XXXX, XXXX after an initial declined request for modification just previous.
I filed an appeal and was approved for the modification with 3 trial payments I could not be late on. Trial payments I made were : XX/XX/XXXX for {$7500.00}, XX/XX/XXXX same {$7500.00}. AND - due to conflicting billing from Mr. Cooper- I received an email and statement stating that I owed {$8100.00} as of XX/XX/XXXX. I kind of panicked forgetting I had already made the payment since I did not want to take a chance being late. So, I paid that as of XX/XX/XXXX. THIS ultimately turns out to be the problem.
I met that and had constantly been checking on line and calling the bank wanting to know what the holdup on the documents for modification were - and - how much was the payment going to be?
I spoke to XXXX in Loss mitigation XX/XX/XXXX - XXXX I believe in customer service XX/XX/XXXX - I was repeatedly told - yes, you made all your payments AND the papers are on the way. I am sure you can check your records and you will see I called probably twice weekly getting the same 'sending them " even though I told them the approval said it should only take XXXX - 10 days which was long past.
Then they sent me to Escalated Fulfillment processing as of XX/XX/XXXX - spoke to XXXX.
Next day - called and emailed the 'escalation team '.
Bottom line- without notice, information, accurate employee knowledge and persistent calling- turns out that the payment I made on XX/XX/XXXX for {$8100.00}. 'brought my loan up to date ' - even though it was never late in the first place. I finally am told - oh, well now you don't need to modify as of LAST WEEK XXXX - AND I asked the supervisor and said I was shocked! I then said what can I do immediately to correct this? He said, nothing, until their 'review team ' releases something I can not do anything.
In the meantime I am getting bills showing I was due XX/XX/XXXX- which was never the case, and now late - wrong and completely conflicting terms again for modification.. That prompted many calls from me and these 'rhetorical responses ' is what I got every time. YOUR SYSTEM IS A MESS.
I explained repeatedly - I filed online 'tickets ' repeatedly asking for feedback and assistance probably 5 or 6 times only to receive a letter apologizing but I would need to XXXX customer service yet again with no help at all.
At this juncture I want the loan MODIFIED. I have been through financial XXXX for the last 2 years mostly with COVID changes in Banking and massive income losses. Losing 2 jobs- all explained in the rebuttal to you all and then it was approved.
This loan is currently amortized for 20 years. I would like to modify it to a 30 year term and lower the payment significantly to under {$5400.00} including TAXES and INSURANCE - but either way I expect this bank to honor the approved modification.
I am working and making money now but enough to pay my mortgage and living expenses. My income dropped about 80 % and due to the financial unrest - and no longer working directly for a BANK - the company I was with, Guaranteed RATE - ultimately LOST EVERY INVESTOR AND LOCKED loans I had in the pipeline with them to close since banks cut off " Mortgage companies ' in XXXX of XXXX and it only got worse - hence my financial nightmare with them and perpetual complaints to no avail.
I have my attorney cc 'd on this as I had to file Chapter XXXX Bankruptcy just last week. I am never going to miss mortgage payments and so intend to absolutely reaffirm but in the meantime I want to finish the modification and get the billing corrected.
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07/11/2023 |
Yes |
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- Trouble during payment process
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Web |
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My Loan was sold from XXXX to MrCooper XX/XX/XXXX. During that time I was in an approved Covid 19 Forbearance to end XX/XX/XXXX. I applied for XXXX Covid related Mortgage assistance grant and was approved and funded on XX/XX/XXXX to cover the 12 month forbearance period, as well as 3 additional payments which would make me due again XX/XX/XXXX. MrCooper received approximately {$40000.00} which included the 3 additional payment and the past due amount for 12 months, they then applied correctly. This is also based on figures MrCooper sent XXXX before the check was sent. On XX/XX/XXXX, MrCooper approved a partial loan modification for approximately {$19000.00} which the pending loan mod application should have been canceled by MrCooper after XX/XX/XXXX when the XXXX funds were received and made my account current. MrCooper failed to catch this and still approved the partial loan mod. Because of this MrCooper reversed the XXXX payment, applied the partial loan mod, then put the XXXX funds toward my principal balance only. This left me with an outstanding escrow shortage of {$10000.00} which would in turn increase my monthly payment by closing to $ XXXX additional for 1year. I tried numerous times to work with MrCooper, XXXX, and Legal Aid to fix MrCoopers error. After several attempts, MrCooper then started to threaten to send the XXXX Grant back to the state and refused to cancel the modification since they stated I could not do both. I asked to keep the grant which brought me current, and cancel the partial loan mod which was approve well after the Grant had been applied and should have been caught by MrCooper. I was told by their rep that the loan mod has been recorded and could not be reversed. I received several adjusted statements over the past two months because MrCooper continued to move funds around and restructured my account. The latest XX/XX/XXXX statement said I'm due XXXX for {$1800.00} which I paid and now MrCooper will not apply those funds to XXXX. instead it too sits on the account as unapplied. MrCooper continued to threaten me 3x saying they're sending the funds back because I didn't want to just accept the grant being applied as a principal payment only, leaving me with $ XXXX due for taxes. MrCooper then told me they have requested additional funds from XXXX to cover taxes. I explained the original payment covered my taxes as they are escrowed and MrCooper needs to apply the grant accordingly. MrCooper then told me I need to submit another application for grant funds myself through the XXXX site which I did on XXXX, it was denied due to my account being current. On XX/XX/XXXX I receive several document alerts from MrCooper, one says I'm in default and at risk of legal action, one says, I have an unapplied payment of {$1800.00}, the others were required notices that mortgage co have to send advising of assistance options. My account is now as of today XX/XX/XXXX show due $ ( XXXX ) due by XX/XX/XXXX and past due. I was called by a MrCooper Rep who escalated my case yesterday and told that the teams response is now that XXXX is requesting the funds back as of XX/XX/XXXX. I called XXXX and they have no record of this request. First MrCooper threaten to send the funds back, now they're claiming XXXX is requesting the funds back which is not true. I am asking MrCooper to take ownership of their error of approving the partial loan modification, even after the XXXX grant funds were received and applied. Now that the loan mod can not be reversed, please still apply the XXXX funds according to the original agreement and do not send the fund back. MrCooper has bullied me as a consumer and has refused to let me talk to the " processor '' who's stating all of these different threats.
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09/29/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
Our home is scheduled to be foreclosed on XX/XX/XXXX. In an effort to summarize, we were in a VA Loan pandemic forbearance with Nationstar, Mr. Cooper or Rightpath ( we dont know who is who & it doesnt seem they do either ). This is something we had to apply & qualify for at the time so I dont know how they can possibly claim we didnt qualify but that is what theyre now claiming.
We started receiving calls & people coming to our home claiming it was in foreclosure but had not received anything from the above-referenced companies & therefore assumed it was yet another scam. We reached out to Mr. Cooper, who claimed they didnt have the loan & it was Rightpath who has it. We then reached out to Rightpath & they claimed we werent in a pandemic forbearance & were being foreclosed on. We asked why we didnt receive notice & requested copies of the same no less than 5 times but have yet to be given this information anything. We contacted the post office in an effort to track this information down & ultimately discovered its likely no notice was given. We were put in touch with a neighbor who has provided a statement advising mail was sent to them multiples times despite avid protest, returning said letters & even calling the company advising them to stop multiple times. As you can see in her statement, these same companies couldnt differentiate amongst themselves, gave runaround & continued to what she refers to as spam even more things.
Despite all this, we reached out to Nationstar on XX/XX/XXXX & spoke with XXXX in an effort to resolve this. After nearly 2 hours on the phone with XXXX, we agreed to a disaster modification. We were advised the appropriate steps to remove this from the XX/XX/XXXX foreclosure auction would be taken. XXXX advised someone would be in touch Monday, XX/XX/XXXX, provided information for XXXX XXXX XXXX XXXX advising this is the firm handling our case & last advised us to call XXXX XXXX XXXX & let them know we agreed to a disaster modification with XXXX & request an extension of the foreclosure auction, all of which we did. XXXX at XXXX XXXX advised it would be no problem & said it would be removed as soon as she heard from the firm. We reached out to XXXX XXXX XXXX XXXX, advised of conversations with XXXX, XXXX XXXX XXXX & requested they confirm this had been removed from the XX/XX/XXXX auction. The representative we spoke with claimed theyve never heard of XXXX & didnt represent them. I then reached out to XXXX XXXX via email & eventually a XXXX XXXX XXXX responded. He claimed to not know anything about this & advised the foreclosure auction was still scheduled. We did not hear from XXXX Monday & as a result called to follow up Tuesday. We did not get a call back & followed up again Wednesday. After not hearing back a 2nd time, we called & spoke with someone named XXXX in the actual VA loan department. XXXX claimed there was nothing on the account about a disaster modification & it had not been removed. Eventually XXXX escalated this & we are now supposed to get a call back tomorrow, Friday, XX/XX/XXXX, however we are EXTREMELY worried considering this Auction is only a few days away. Weve spoken with this company several times & its like they forget every time we talk or dont document it, Im really not sure at this point. Ive attached several documents & screenshots showing the same but it does not appear I can attach the screen recordings or voice recordings weve taken. Please let me know where I can send these. As you can see we have several letters saying your forbearance is ending soon which makes no sense if we werent in one. In addition to this mess, my mother passed away & we are currently in CA for her funeral tomorrow. Please help ASAP! Thank you so much!
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04/17/2019 |
Yes |
|
- Trouble during payment process
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|
Web |
Older American |
From XXXX XXXX XX/XX/XXXX, I noticed my automatic draft for my mortgage wasn't going through. XXXX XXXX, XXXX, I attempted to log on to may account and received a pop up notification that stated as follow : " Account Unavailable- Because you are involved in an active bankruptcy, we are unable to display your account online. Please call us or have your attorney call us. '' I contacted them because I was not the person that had filed and was not represented. I was sent to the bankruptcy department.
I personally had NOT filed bankruptcy. However, my husband had filed for bankruptcy for his own personal accounts. I was not included in the filing as I have good credit ( XXXX credit score ). When I called, I was advised I no longer had access to my account because I had filed bankruptcy. I explained I had not filed, my husband had filed. I also pointed out that I was the only person listed on the mortgage loan. When I questioned why I was being impacted, they advised because he was considered a " person of interest '' since he resides at the loan address. I asked if this was a regulatory decision Nationstarr/Mr. Cooper advised me it was their legal departments ' procedure. They indicated my automatic payments could no longer be drafted and I would no longer have online access.
XX/XX/XXXX I contacted my husbands attorney to ask why they had sent my loan information as part of the bankruptcy. At first the attorney mentioned he had not submitted anything, but later the attorney apologized and indicated he " take care of it ''. What the attorney did was send a " XXXX XXXX '', to which he has stated he probably should not have sent Nationstarr since I was not the one filing bankruptcy.
My complaint against NationStarr/Mr. Cooper is that they have not sent me a XXXX. Their records reveal they sent a XXXX. On XX/XX/XXXX I called and was advised by Nationstarr/Mr copper the XXXX was mailed to my husband 's attorney. I called the attorney and the legal secretary advised they had not received it. I called NationStarr again and the representative stated it was mailed to my home. I advised her it was not and it was not mailed to my husbands attorney. I asked for them to send me a XXXX. I was advised they could not send me one because of the bankruptcy filing, even if I was not the person filing for bankruptcy. When I asked if this was a regulatory compliance or a specific statute. I was advised this was per their legal department. I asked to speak to a manager. She advised she could not risk losing her job and could not send me a XXXX. She advised I could wait until the bankruptcy case is closed. NationStarr confirmed they were in receipt of the Order of Discharge in XXXX. However, they needed the document stating the case was closed before they would reinstate my online access and send me a XXXX.
There are more documented calls to NationStarr I made as well as my husband 's attorney 's office states they have made, all without success to secure myXXXX for filing my tax return. I had to have my accountant file an extension because of this issue.
This hold on my account has placed undue hardship on how I conduct business with NationStarr. They are penalizing me as the sole mortgage holder on the account without due cause.
Please be advised I am also in the process of filing a complaint against the attorney that has handled the bankruptcy for my husband for inappropriate handling of filing a bankruptcy to include my personal mortgage. He has apologized and personally advised the court mediator at the bankruptcy hearing it was his error. He has acted in bad faith by including my mortgage loan on a bankruptcy filing that I have not been a participant.
All I want is my XXXX and online access.
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06/17/2021 |
Yes |
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- Trouble during payment process
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Web |
|
I have been a customer of NationStar DBA Mr. Cooper for about 8 years now. I have always paid my mortgage online. On XX/XX/XXXX I made my XXXX mortgage payment online as always, but this time I accidentally scheduled it for XX/XX/XXXX. An agent from Mr. Cooper called me on or about XX/XX/XXXX to make me aware of the situation and asked me if I wanted to change it and apply the payment immediately. I said yes, of course. She even went the extra mile and said she would back date the payment to show that I had actually made my payment on the XXXX so I would not incur any late charges. I was so grateful, but little did I know it would go downhill from here.
Around XX/XX/XXXX another agent called me regarding my unpaid XXXX mortgage payment. I was horrified and extremely upset. This person attempted to help, but could not figure out what was going on. She said she could see the payment pending, but did not understand why it was not applying and showing as paid for XXXX. She promised to call me back and didn't. So I began checking my account daily to see if the payment had been applied. It had not, and then the month of XXXX comes. This lead me to start call every other day to talk to someone, and I kept getting the same run around ... basically no one knew what to do. And, lucky for me I had the additional money to go ahead and pay my mortgage for XXXX XXXX again XXXX and XXXX. So, reluctantly, I did. I say reluctantly because I was afraid they would steal from me again.
I ended getting the Research Dept, which was an absolute waste of time. And, by the way, the research is email only. What great customer service, in my most sarcastic tone. They, first sent me a letter ( by email ) stating that they could not find the payment. WHAT!?! That was the whole reason for my contacting them. That was known, I wanted to know what happened. Crickets, nothing!!! Then I got a letter stating that I needed to show proof that the payment had come out of my bank ... when clearly my payment was there as a few agents had already admitted that they could see it pending. However, I ended up sending them the statement showing where the payment was deducted on or about XX/XX/XXXX. In the meantime, my patience grew thin and I started calling almost daily in hopes of getting an experienced agent to help me.
I finally ended up speaking with a young man who was able to simply refund my money. I was satisfied and done with this whole thing until I received an email this morning requesting for the second time for me to send them a bank statement showing where they deducted ( stole ) my mortgage payment. I was astonished.
I checked my account this morning and saw where my money has been refunded. Whew, right?!? I started to let this go, but this is too important. So many of us rely on web based systems to conduct financial business. Despite the dark web dangers, I like to see and know that my payment is applied when I pay online. SEEING it is the most important. And, since you are not having to actually deal with a person, I feel like the possibility for theft is eliminated. However, in this situation I felt bewildered and somewhat lost. It's upsetting to think that they are people who may have give up in frustration, or not have extra money to pay twice for one month 's mortgage, or end up taking a hit to their credit for something that they, nor even the dark web, is responsible for. We trust these banks to do right, and this is what we get. I'm an attorney, so I was not giving up and was willing to take it further. But, how many other people can do that? How many people have been screwed by their bank/mortgager feeling like they have no recourse?
It is not ok, and I hope CFPB addresses it with them.
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06/07/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
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|
Web |
Servicemember |
On XX/XX/2018, Mr. Cooper sent a denial letter to my attorneys office. I am appealing this denial for the reasons outlined below.
The denial letter states that based on eligibility requirements of the owner/guarantor/trustee of my mortgage, I was declined for a Standard Modification.
The letter further states that the reason for denial was that my loan had been previously modified.
Upon review of the Pooling and Servicing Agreement ( PSA ) it seems that there are no prohibitions in the PSA and thus by owner/guarantor/trustee that would stop Mr. Cooper from allowing a second loan modification in my circumstance. Section 3.07 of the XXXX XXXX XXXX As Trustee For XXXX XXXX XXXX XXXX XXXX, Mortgage Pass-Through Certificates Series 2005-8, Pooling And Servicing Agreement has been included below : SECTION 3.07 Collection of Certain Mortgage Loan Payments.
The Master Servicer shall make reasonable efforts to collect all payments called for under the terms and provisions of the Mortgage Loans, and shall, to the extent such procedures shall be consistent with this Agreement and the terms and provisions of any related Primary Mortgage Insurance Policy and any other applicable insurance policies, follow such collection procedures as it would follow with respect to mortgage loans comparable to the Mortgage Loans and held for its own account. Consistent with the foregoing and the servicing standards set forth in Section 3.01, the Master Servicer may in its discretion ( i ) waive any late payment charge or, if applicable, penalty interest, only upon determining that the coverage of such Mortgage Loan by the related Primary Mortgage Insurance Policy, if any, will not be affected, or ( ii ) extend the due dates for Monthly Payments due on a Mortgage Note for a period of not greater than 180 days ; provided that any extension pursuant to clause ( ii ) above shall not affect the amortization schedule of any Mortgage Loan for purposes of any computation hereunder, except as provided below. In the event of any such arrangement pursuant to clause ( ii ) above, the Master Servicer shall make timely advances on such Mortgage Loan during such extension pursuant to Section 4.03 and in accordance with the amortization schedule of such Mortgage Loan without modification thereof by reason of such arrangements. Notwithstanding the foregoing, in the event that any Mortgage Loan is in default or, in the judgment of the Master Servicer, such default is reasonably foreseeable, the Master Servicer, consistent with the standards set forth in Section 3.01, may waive, modify or vary any term of such Mortgage Loan ( including modifications that change the Mortgage Rate, forgive the payment of principal or interest or extend the final maturity date of such Mortgage Loan ), accept payment from the related Mortgagor of an amount Loan No. XXXX less than the Stated Principal Balance in final satisfaction of such Mortgage Loan ( such payment, a Short Pay-off ) or consent to the postponement of strict compliance with any such term or otherwise grant indulgence to any Mortgagor, if in the Master Servicers determination such waiver, modification, postponement or indulgence is not materially adverse to the interests of the Certificateholders ( taking into account any estimated Realized Loss that might result absent such action ). ( emphasis added ) Since the eligibility requirements of the owner/guarantor/trustee are not the reason for the denial, I request that the modification application be re-reviewed for any and all programs offered by the owner/guarantor/trustee as was promised by Mr. Cooper when the process was started.
Thank you for your continued cooperation on this matter.
Sincerely, XXXX XXXX XXXX
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02/04/2019 |
Yes |
|
- Trouble during payment process
|
|
Web |
|
As explained below, I believe Mr. Cooper fraudulently and intentionally sold me a loan by intentionally excluding school taxes from the monthly escrow payment and leading me to believe the refinance would consolidate an existing credit card bill. Additionally, due to their error our XXXX school taxes were not paid and the Title Company is holding the payment hostage until it receives $ XXXX in penalties incurred as a result of their/Mr. Cooper 's faulty work.
Beginning XX/XX/XXXX, we had a mortgage on our home through Mr. Cooper ( formerly Nationstar Mortgage ). During the life of our loan, our escrow included our township 's school taxes.
In XX/XX/XXXX, we began the refinancing process with Mr. Cooper. I identified to Mr. Cooper that the sole purpose of the refinance was to lower our monthly payments. The Mr. Cooper representative sold me a refinance that would result in consolidating a credit card bill of {$5100.00} with our new mortgage. The resulting monthly payment would be less than our prior monthly payment. Based on these representations, we closed on the refinance on XX/XX/XXXX.
In XX/XX/XXXX, I received a letter from my Township tax collector that our XXXX school taxes had not been paid and would be considered delinquent if paid after XX/XX/XXXX. I immediately contacted Mr. Cooper and learned that the taxes should have been paid as part of our closing costs, however, the Title Company submitted the tax check to the wrong township. As a result of the late payment, there were late fees incurred. Mr. Cooper told me in XXXX that it would pay the penalties.
I obtained the updated amount owed from our tax collector and provided that to Mr. Cooper prior to XX/XX/XXXX. Despite this, Mr. Cooper sent the wrong amount to the township ( less than what was owed ), resulting in the township rejecting the tax payment. Now there have been $ XXXX in penalties applied and my taxes are marked as delinquent. The Title Company is telling me I am responsible for paying the late penalties and that it will not pay the taxes until it receives the additional funds. Mr. Cooper has failed to respond to my repeated emails and calls on this new issue. What is worse, Mr. Cooper wrongfully took the delinquent tax money out of my escrow account ( rather than the closing funds ) and told me that it was my responsibility to get the money back from the Title Company. Now I am caught in the middle of their dispute, which only resulted from their sloppy work in sending the tax check to the wrong township.
During this tax debacle, I also learned for the first time that despite school taxes being part of our escrow payment for 7+ prior years, our refinance does not include taxes in our monthly escrow payment. This will result in our escrow account being {$5000.00} short, which Mr. Cooper is telling me I am responsible for figuring out.
The representative I spoke with in XX/XX/XXXX told me that the person from Mr. Cooper who sold us the loan intentionally omitted taxes from the escrow so that we would have a lower monthly payment but also intentionally did not inform me of this. The estimated new monthly payment with taxes included in escrow will result in a HIGHER monthly payment.
Additionally, despite being told this refinance would consolidate our {$5100.00} credit card bill, that was not the case. I received {$3400.00} in cash at closing, which the Mr. Cooper representative told me was to use " as I saw fit ''. What I am now told he meant was that those funds were meant to represent the debt consolidation. Even if I was supposed to read between the lines of his statement, the amount we received at closing was {$1600.00} short of the full debt consolidation amount I was promised.
|
01/10/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
|
RightPath Servicing has fraudulently assessed me for insurance.
A letter sent to me dated XX/XX/XXXX, from RightPath Servicing, claimed my Home Owners insurance had expired, of which it did not.
Proof of insurance was emailed, by me, to the email address listed in the letter stating, If you prefer you may update your HAZARD coverage information at XXXX. I emailed a copy of my hazard insurance on XX/XX/XXXX at XXXX.
A second letter was sent by RightPath Servicing, stating, This is your second and final notice to obtain insurance or provide RightPath Servicing proof of insurance, as our records show that your HAZARD insurance expired and we do not have evidence that you have obtained new coverage. Because HAZARD insurance is required on your property, we plan to buy insurance for your property.
I emailed RightPath Servicing, again, on XX/XX/XXXX, providing them proof of HAZARD insurance coverage.
I have acknowledged receiving letters from RightPath Servicing that were sent on XX/XX/XXXX and XX/XX/XXXX. I have NEVER received a letter from RightPath Servicing dated XX/XX/XXXX, in fact, the first time I saw this letter was on XX/XX/XXXX when RightPath Servicing attached it to a response to my complaint filed on XX/XX/XXXX. RightPath Servicing had not provided this XXXX letter in response to previous complaints I had filed, including the complaint ( filed XX/XX/XXXX ) they responded to on XX/XX/XXXX, because its obvious that this letter did not exist before XX/XX/XXXX.
The first time I became aware of RightPath Servicing assessing me for H06 insurance was in XXXX, as this was the first time my monthly mortgage payment statement reflected an assessment for FPI ( Forced Placed Insurance ). My XXXX mortgage payment statement amount was not changed to reflect the purchase of insurance ( H06 ) and neither was my XXXX mortgage statement.
I immediately purchased XXXX insurance in XXXX, as this was the FIRST time it was brought to my attention that RightPath Servicing was requiring XXXX insurance AND NOT hazard insurance, as their letters of intent to purchase insurance on my behalf had consistently claimed HAZARD insurance.
HAZARD INSURANCE, as defined by all major insurance providers is : HAZARD INSURANCE Nationwide Insurance What is hazard insurance?
Hazard insurance generally refers to coverage for the structure of your home only. Other kinds of damage will be covered by other coverages within your homeowners insurance policy. Hazard insurance doesnt generally refer to the coverage that protects you for injuries incurred by you or your guests following an accident XXXX be covered by liability coverage.
The reason hazard insurance is a common term is actually because of lenders. Your mortgage loan provider XXXX require hazard insurance at minimum before they will issue you a loan, because that is the only portion of the homeowners insurance policy directly related to the home structure itself. This XXXX create the misconception that hazard coverage can be purchased separately from homeowners insurance, which is not accurate. If your lender has specified that you need hazard or dwelling coverage, just know that generally purchasing a homeowners policy will satisfy their requirements.
RightPath Servicing should now be investigated by the CFPB for their deliberate intent to fraud. The proof in their provided communications is irrefutable, they claimed I needed to purchase HAZARD INSURANCE and then placed a XXXX insurance policy on my property which, as its clear, is NOT hazard insurance.
I am requesting an investigation into XXXX XXXX actions and to give strong consideration to their history of misconduct and millions paid in sanctions, under different entities.
|
01/09/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
RightPath Servicing has fraudulently assessed me for insurance.
A letter sent to me dated XX/XX/XXXX, from RightPath Servicing, claimed my HomeOwners insurance had expired, of which it did not.
Proof of insurance was emailed, by me, to the email address listed in the letter stating, If you prefer you may update your HAZARD coverage information at RightPathServicing@MyCoveraginfo.com. I emailed a copy of my hazard insurance on XX/XX/XXXX at XXXX.
A second letter was sent by RightPath Servicing, stating, This is your second and final notice to obtain insurance or provide RightPath Servicing proof of insurance, as our records show that your HAZARD insurance expired and we do not have evidence that you have obtained new coverage. Because HAZARD insurance is required on your property, we plan to buy insurance for your property.
I emailed RightPath Servicing, again, on XX/XX/XXXX, providing them proof of HAZARD insurance coverage.
I have acknowledged receiving letters from RightPath Servicing that were sent on XX/XX/XXXX and XX/XX/XXXX. I have NEVER received a letter from RightPath Servicing dated XX/XX/XXXX, in fact, the first time I saw this letter was on XX/XX/XXXX when RightPath Servicing attached it to a response to my complaint dated XX/XX/XXXX. RightPath Servicing had not provided this XXXX letter in response to previous complaints I had filed, including the complaint they responded to on XX/XX/XXXX, because its obvious that this letter did not exist before XX/XX/XXXX.
The first time I became aware of RightPath Servicing assessing me for XXXX XXXX was in XXXX, as this was the first time my monthly insurance payment statement reflected an assessment for XXXX ( Forced Placed Insurance ). My XXXX payment statement amount was not changed to reflect the purchase of insurance ( XXXX ) and neither was my XXXX statement.
I immediately purchased XXXX insurance in XXXX, as this was the FIRST time it was brought to my intention that RightPath Servicing was requiring XXXX insurance AND NOT hazard insurance, as their letters of intent to purchase insurance on my behalf had consistently claimed HAZARD insurance.
HAZARD INSURANCE, as defined by all major insurance providers is : HAZARD INSURANCE Nationwide Insurance What is hazard insurance?
Hazard insurance generally refers to coverage for the structure of your home only. Other kinds of damage will be covered by other coverages within your homeowners insurance policy. Hazard insurance doesnt generally refer to the coverage that protects you for injuries incurred by you or your guests following an accident may be covered by liability coverage.
The reason hazard insurance is a common term is actually because of lenders. Your mortgage loan provider may require hazard insurance at minimum before they will issue you a loan, because that is the only portion of the homeowners insurance policy directly related to the home structure itself. This may create the misconception that hazard coverage can be purchased separately from homeowners insurance, which is not accurate. If your lender has specified that you need hazard or dwelling coverage, just know that generally purchasing a homeowners policy will satisfy their requirements.
RightPath Servicing should now be investigated by the CFPB for their deliberate intent to fraud. The proof in their provided communications is irrefutable, they claimed I needed to purchase HAZARD INSURANCE and then placed a XXXX insurance policy on my property which, as its clear, is NOT hazard insurance.
I am requesting an investigation into RightPath Servicings actions and to give strong consideration to their history of misconduct and millions paid in sanctions, under different entities.
|
05/19/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
|
In XXXX we refinanced through a XXXX XXXX recommendation for XXXX. The loan process was filled with mistakes. During the closing the notary kept mentioning Mr Cooper we kept saying no, XXXX was our provider. Now, XX/XX/XXXX, we know that we are part of a fraudulent process of application by XXXX, XXXX XXXX XXXX an Nationstar dba/MrCooper to extend payments for extra interest and to under fund escrow accounts. In XXXX we were advised by mail that the loan was transferred from XXXX to The XXXX XXXX.
Around XX/XX/XXXX, we were informed that our loan was being transferred ( for a second time since our refinance in XXXX ) from XXXX XXXX XXXX ( from XXXX ) to DBA Mr. Cooper and advised us of the effective date, XX/XX/XXXX and provided an account number.
On XX/XX/XXXX we were informed that the account number provided was incorrect and that the correct account number was XXXX. We immediately reached out to XXXX XXXX XXXX to request this update in writing. It was never provided. After a week of not receiving we contacted MrCooper. They had no record of our account and couldnt verify any of our information and to call back. Not to worry we didnt have to make a payment for up to 60 days. But of course wed have to pay the interest. We set up an electronic payment with XXXX XXXX XXXX. There system kicked out the account saying theyd have to mail a paper check for an incorrect account number. We then made several calls between XX/XX/XXXX and XX/XX/XXXX to Mr. Cooper to work to obtain accurate account and payment details. Each time, we were assured that we were in good hands, payments made would be credited on the date intended and that I was not to worry about being late in the first 60 days. I advised, each time my concern about the interest you are accruing while holding my payment I have no intention of deferring payments and will continue to pay my amount due and more with each payment. No one could access my account, however on one call, I was provided my true correct account number XXXX. Again XXXX stated Dba/MrCooper would not accept that account number and on XX/XX/XXXX mailed them a paper check because it would not be accepted.
Around XX/XX/XXXX my payment was STILL not applied. I called again, was assured again, the account number as correct and to not worry about my payment.
XX/XX/XXXX, I call again, this time they can access my account, however the account number is actually XXXX. I have again updated my banking details, again, I get an error from the bank. That day I submitted a research request providing documentation of the errors, the payment, the mailed payment and multiple phone calls. No acknowledgement from MrCooper that it was received or being researched. Today I received a notification from XXXX that they received an inquiry of a lost check, that it would be stop paid and that my mortgage payment was NOW LATE!! These two banks who both transmit funds as a business can not process the payment and credit for the day it was intended. This is FRAUD! They are providing incorrect information preventing me from making on time payments. I have again paid the payment and received a notification today it will take 48 hours to post. This is FRAUDULENT. Also today, MrCooper advised that they have paid my Homeowners Insurance that I just paid at closing. The next payment is not due until XXXX. This will underfund my escrow and we know what will be next an increase in payment to fund escrow. Please help. I would like my overpayment of insurance returned to escrow and my interest credited for my first payment of {$3500.00} as of XX/XX/XXXX NOT XX/XX/XXXX or XXXX. I believe that their business practices should be investigated to the full extent of your authority.
|
08/30/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
- Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
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|
Web |
|
Subject : Request for Payment Deferral Option for post Pandemic Forbearance Plan.
I hope this email finds you well. I am writing to discuss a matter regarding my mortgage forbearance plan and explore a potential resolution that aligns with my current financial situation and goals for the future.
I have a conventional mortgage loan that is under XXXX XXXX, my loan servicer is Mr.Cooper and I have been under the Pandemic Forbearance plan since XX/XX/XXXX ( Ends XX/XX/XXXX ) due to the financial challenges brought about by the ongoing pandemic. This plan has been instrumental in helping me navigate these unprecedented times and maintain stability in my financial obligations and this was my second time forbearance plan ( first plan was taken during XXXX ).
Recently, I explored the possibility of continuing my journey towards financial recovery by seeking a loan modification, similar to what was successfully implemented after my first forbearance period in XXXX. Regrettably, the loan modification application was declined, primarily due to the fact that the proposed terms would result in a higher monthly payment than my current principal and interest payment.
Further, I understand that my request for payment deferral has also faced challenges. It was communicated that my loan 's eligibility for this option was restricted due to delinquency requirements. This aspect perplexes me, given that my understanding is that the forbearance plan does not inherently constitute delinquency and I had only one late payment before I took Pandemic Forbearance plan.
Moreover, the recent updates from the Single-Family Seller/Servicer Guide ( Guide ) Bulletin XXXX indicate that Payment Deferrals will be accessible to homeowners within the XXXX day delinquency range, and this expansion is set to take effect from XX/XX/XXXX.
Considering this evolving landscape, I am respectfully requesting the opportunity to discuss the potential of opting for a payment deferral, given my unique circumstances. As someone who is genuinely committed to upholding my mortgage obligations and maintaining the security of my home, I believe that the payment deferral option is the most feasible avenue for me to honor my responsibilities.
I acknowledge the options of reinstatement and repayment plan that have been presented to me ; however, these alternatives are not viable for me at this time, given the financial constraints I continue to navigate. As of XX/XX/XXXX, the total lump sum amount is {$14000.00} for reinstatement and the repayment plan requires about {$8500.00} of initial payment up front to proceed.
If I have a financial ability to pay those amount at once, I wouldn't take the Pandemic Forbearance plan at all.
I am ready and willing to engage in open and constructive dialogue to explore the potential of implementing the payment deferral option, allowing me to make a lump-sum payment of the accumulated forbearance amount at the conclusion of my loan term, or upon the sale or refinancing of the property, whichever occurs first. This approach would enable me to recommence regular mortgage payments and reaffirm my commitment to the terms of my loan.
I kindly request your guidance and support in considering this proposition and potentially revisiting the options available to me in light of the new criteria that will be in effect from XX/XX/XXXX. I genuinely believe that a collaborative resolution can be reached that aligns with my earnest intentions and the evolving landscape of mortgage relief.
Thank you for your time, consideration, and understanding. I eagerly await your response and the possibility of finding a mutually beneficial solution to address this matter.
Sincerely,
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01/05/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
Let me be brutally clear, since this is the 3rd complaint against the same company. The previous resolution letters that were sent ( one of them attached as an example ), has not resolved any of the issues or dealt with the root cause.
Starting with the insurance renewal. They mentioned XXXX attempts to obtain insurance renewal information on XX/XX/XXXX & XX/XX/XXXX, stating they were unsuccessful. These statements were false. There were no calls made to the insurance company that was on the escrow or to me. The only reason they sent a letter on XX/XX/XXXX is they did not do their due diligence or checked their own records. They are unorganized an incompetent.
Even in the attached escrow statement, there is a line item for the amount of the homeowners insurance. When a screenshot was sent of the escrow screen in their system, they went and paid XXXX XXXX. However, they were told on XX/XX/XXXX, that I would be handling the insurance for this year and they would be advised who the new company was. The clearly did not follow instructions, which was evidence by letters from their Customer Relations Specialist. Due to their actions, more time has been wasted in contacting the previous insurance company, obtaining refunds, then depositing money so more money can be sent to fix their constant errors! I am wasting my time doing their job!
In addition to this, in the attached Escrow statements, I found XXXX additional errors that occurred on XX/XX/XXXX, which is around the time they were handling mortgage servicing matters. They made XXXX payments to XXXX XXXX XXXX XXXX in the amount of {$170.00} each for the PMI insurance. The PMI insurance was already up to date at the time of transfer and there should have been only XXXX payment made. There is absolutely no excuse for this and it still has not been corrected!
Also attached is a bi-weekly payment agreement they mailed out. According to them, they have no ability to post payments correctly via bill pay and they want to " DO IT THEMSELVES ''. This is an unacceptable excuse for not doing what they are suppose to do! If there is an amount showing that is due, any amount of money sent shall be applied to the amount due! There is absolutely no excuse they can send, write, quote, or dictate that says anything but that. The end of the payment period is on the XXXX of each month. Anything sent after that date, goes to the next month 's payment. That's how anyone who knows how to configure a payment system with these parameters does. The only reason why this agreement even exists, is because their payment system or department does not do what they are suppose to do! PERIOD! This has been going on for over a year with their payment system and they simple have not fixed the root cause of their system. I will not be held responsible for their mess! They either process the payments correctly or they will continue to hear from me. XXXX payment- XXXX XXXX, XXXX payment - Completes the XXXX payment for the month. The remainder goes to additional principle. PERIOD!
Finally there is the matter of the PMI insurance itself. There is no direct number to this department and I have wasted more than enough time trying to contact this department to get the insurance removed based on the current value of the home. I do not care to hear about what does not apply in this situation or receive inaccurate numbers as to how much has been paid so far. I know what the current situation is and if you need to send some person to look at what is clearly on any freaking home buying website, then send this people over, get the stupid paperwork sent over and done and get this waste of money off of my account. I will not accept anymore delays.
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05/03/2023 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
1. During the COVID-19 pandemic, I experienced several medical and financial setbacks that left me in a hardship. I am a 100 % XXXX retired military veteran. I am a single father of XXXX children, including XXXX college students, which all reside with me.
a. XXXX XXXX XXXX ( XX/XX/XXXX ) 30 days convalescence leave b. Removal of XXXX XXXX XXXX XXXX ( XX/XX/XXXX ) 30 days convalescence leave cXXXX XXXX XXXX XXXXXXXX ( XX/XX/XXXX ) 30 days convalescence leave d. XXXX XXXX repair ( XX/XX/XXXX ) 21 days convalescence leave 2. These multiple medical issues/procedures caused me to take multiple absences from work for XXXX XXXX XXXX XXXX XXXX etc., which depleted my accrued sick/annual leave for recovery and XXXX XXXX. This is reason that I chose forbearance as an option for my family. I have been attempting to come out of forbearance with Mr. Cooper since XX/XX/XXXX, right before my loan was sold to them from XXXX.
3. I contacted Mr. Cooper again on XXXX XX/XX/XXXX ( approximately the 8 such calls ) today to inquire about why the Housing Assistance Fund ( HAF ) Partial Reimbursement form has not been completed in regards to using it in conjunction with Loss Mitigation to come out of COVID-19 forbearance. This form was submitted to the lender, Mr. Cooper on XXXX XX/XX/XXXX, which was around the time that the Loss Mitigation was being worked/submitted. I frequently informed Mr. Cooper that it was my intent to Use HAF funds during the Loss Mitigation and that the form was needed for that purpose. The HAF form is needed for me to potentially receive HAF assistance to bring my loan current. I have spoken with several different representatives that have all relayed the same message : They would send an email to the Mr. Cooper HAF department, to keep checking back, and that upon completion the form would be sent to myself and the HAF coordinator. I, as well as my HUD Counselor ( XXXX XXXX XXXX ), have made multiple calls to Mr. Cooper with XXXX success. I have not had any communication at all with the HAF department at Mr. Cooper.
4. I also again informed them that this form is what is needed to continue my request for HAF assistance. This obviously impacts what the conditions of what my Loss Mitigation would be. Currently no HAF information has been included in my current Loss Mitigation. It is my intent, with the assistance of the HAF, to bring the account as close to current as possible ( request a loss mitigation strategy for the smaller amount ).
5. I am not sure what my next recourse should be. I feel very discouraged at this point and all I need is for Mr. Cooper to send the requested Housing Assistance Fund ( HAF ) Partial Reimbursement form so that I may receive HAF funding assistance to bring my account current. Is it possible to elevate my issue up higher? Is there a complaint process for Mr. Cooper that I can utilize to get further assistance from Mr. Cooper to complete the documentation ( HAF Form ) that I need to process my LM correctly? The only answer that I and my HUD Counselor have ever received is that it was received on XXXX XX/XX/XXXX and nothing else. The lack of having HAF assistance included in my Loss Mitigation has/will directly impact the continuous efforts to get this my situation resolved. Any other guidance that you can provide would be greatly appreciated.
6. I would like to resume my course of action with the Georgia Mortgage Assistance, but I need the Partial HAF Reinstatement Information Form ( sent to Mr. Cooper on XXXX XX/XX/XXXX for signatures ; must be emailed to XXXX, XXXX XXXX XXXX ( HAF ) ( XXXX ) and myself at XXXX ) to do so.
7. Any assistance that you could provide would be greatly appreciated.
XXXX or XXXX.
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04/26/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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On XX/XX/XXXX, Nationstar/Mr. Cooper mortgage company charged me XXXX and thousands of others XXXX multiple times for our mortgages. These unauthorized charges were eventually corrected, however it caused me and other consumers to overdraft on our accounts. While the issue has been corrected by reversing the charges, I think this was a huge problem on multiple fronts.
XXXX ) I don't have auto pay set up, yet somehow 3 unauthorized mortgage payments went though. It sounds to me like this was any recent transaction ( I paid my mortgage on XX/XX/XXXX ) was repeated multiple times. Either way, the fact that Mr. Cooper had the ability to send 3 unauthorized charges through to my account is a serious problem, and sounds like fraud.
XXXX XXXX XXXX XXXX didn't stop these payments at the get-go. Most times when multiple of the same charge comes through, a bank puts a stop to it. That didn't happen. On top of that, I was never notified that this happened from my bank - I just happen to check my account every day and saw that my savings account was in the negative, when the day before I had a few XXXX dollars in there. Why wasn't I notified by XXXX about this at all? They only seemed to post a XXXX statement about it. I called XXXX and waited an hour on hold to be told I had to file a fraud claim and send back a paper form for everything to get resolved, yet on social media, I connected with many people who heard different things from XXXX regarding when it would be solved and how to report the issue.
XXXX ) In the process of reversing the charges, 3 more charges went through then 3 more reversals occurred. That brings it to a total of XXXX unauthorized transactions on my account now, along with 6 reversals. As a result, I've now hit my savings withdrawal limit of 6 when I'm only about 4 days into the statement period. I called XXXX and they said going forward I can call if there are any fees for the withdrawals I'll need to do this statement period to get them waived, but I think this is just a band-aid, and I shouldn't have to call them yet again to deal with this. My withdrawals should be 0 since none of these were authorized payments.
XXXX XXXX Mr. Cooper has almost no way to talk to a human being. I called multiple times and tried multiple routes with the automated phone system, yet each time I got a response saying that the " volume of calls due to Covid is too high so we're unable to take your call at this time '' and then got hung up on. Unacceptable when there's a major issue. It's not hard to add an alert to an automated phone system that there's a problem. I wrote a " secure message '' to them on Saturday, which was only just answered today with a generic statement they've been sending everyone else - I get that it's busy, but the lack of ability to talk to a human is a nightmare. Hours into the problem, they posted something on XXXX. Many hours after that, they finally sent out an email about the issue. Even then, none of the statements really owned the problem, it mainly said that transactions were being reversed. Mr. Cooper and XXXX were blaming each other initially, then eventually Mr. Cooper said it was a third party payment vendor.
I'm one of the lucky ones in the sense that I only had 3 charges and was overdrawn by only a bit, but some people had their checking or savings accounts wiped out and overdrawn by thousands of dollars. This caused major stress and other issues for thousands of people, while I'm lucky and wasn't affected as badly as some, I think the " oops '' excuse isn't enough to make this right. Both XXXX and Mr. Cooper made some serious errors here, and just putting the money back and saying sorry isn't enough.
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08/04/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Problem with personal statement of dispute
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Web |
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XXXX XXXX XXXX XXXX XXXX XXXX XXXX, AZ XXXX XXXX XXXX XX/XX/XXXX Consumer Financial Protection Bureau XXXX XXXX XXXX XXXX XXXX XXXXowa XXXX Subject : Complaint Regarding Improper Mortgage Loan Transfer and Resulting Credit Penalty To Whom It May Concern, I am writing to file a formal complaint against XXXXXXXX XXXX XXXX XXXX XXXX and XXXX XXXX - Mr. Cooper regarding the transfer of my mortgage loan and the subsequent credit penalty that has been unfairly imposed on me. I believe that both banks mishandled the mortgage transfer process, resulting in detrimental consequences on my credit rating and financial well-being.
Loan Details : Loan Number : [ Your Loan Number ] Original Lender : XXXX XXXX XXXX XXXX : Mr. Cooper Timeline of Events : In XX/XX/XXXX, my mortgage loan was transferred from XXXX XXXX to Mr. Cooper. Notification of this transfer was mailed to my previous address which never got forwarded to me. They also called an incorrect phone number, so I never received the communication from XXXX XXXX or Mr. Cooper.
During this time, I had set up automatic payments for my mortgage with XXXX XXXX to ensure timely payments. This setup was in place at the inception of the loan with XXXX XXXX and through XX/XX/XXXX to XX/XX/XXXX.
However, during this period, my payments to XXXX XXXX were rejected and not processed properly. I was not informed about this issue, and there was no communication from XXXX XXXX or Mr. Cooper regarding the payment rejection. Any communication was sent to an old address and phone call to an incorrect number resulting in me being unaware of this issue.
As a result, my credit history indicates late payments for XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX which was reported by Mr. Cooper ( transferee ). This unjust credit penalty has led to severe consequences, including the potential disruption of my upcoming home closing scheduled in just XXXX weeks ( XX/XX/XXXX ).
Complaint Details : XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX failed to ensure that my automatic payments were processed correctly during the transition. Their lack of communication and failure to notify me about the payment rejections has led to unjust late payment reports on my credit history.
XXXXXXXX XXXX - Mr. Cooper : Mr. Cooper, as the new servicer, bears responsibility for ensuring a seamless transfer process. Their failure to properly manage the transfer, communicate the payment issues, and rectify the situation and reporting this issue as late payments has directly contributed to the negative impact on my credit score.
I have made efforts to address this issue with both XXXX XXXX and Mr. Cooper, but both institutions have been unresponsive and unwilling to take responsibility for the credit penalty that I am now facing. This credit penalty not only affects my financial stability but also jeopardizes my ability to close on a home in just XXXX weeks.
I kindly request that the Consumer Financial Protection Bureau intervene in this matter and investigate the improper mortgage transfer process and the resulting credit penalty. I am seeking a fair resolution that includes the removal of the unjust late payment reports from my credit history and any necessary steps to repair the damage caused by this incident.
I can provide any relevant documentation to support my claim if needed, including correspondence with Mr. Cooper, as well as credit reports reflecting the erroneous late payment reports.
Thank you for your prompt attention to this matter. I trust that the Consumer Financial Protection Bureau will work towards a just resolution that upholds consumer rights and ensures a fair and transparent financial system.
Sincerely, XXXX XXXX
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04/08/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I refinanced my home through a broker in XX/XX/XXXX. My loan did not require taxes and insurance to be escrowed, but I was given the choice to do so and did ask for escrow account. The mortgage was sold twice, finally landing with Nationstar DBA MrCooper, commencing XX/XX/XXXX. I set up an auto-payment for my mortgage in the amount of {$3300.00}, which included {$850.00} per month in escrow payments. On XX/XX/XXXX, I noticed that Mr. Cooper had drawn my mortgage twice from the account, leaving me unable to timely pay my other expenses. I contacted them immediately and was first told that it didn't even happen and then told that nothing can be done for several business days. They had absolutely NO explanation for how/why they withdrew the amount twice. I asked XXXX XXXX to help and they eventually reversed one of the payments a few days later. Mr. Cooper never apologized and I ended up spending hours to correct their mistake.
Next problem came simultaneously, as my property taxes were due on XX/XX/XXXX, so commencing XX/XX/XXXX, I began requesting that Mr. Cooper pay the taxes that were now overdue. First I was told that they must have been paid by the prior mortgage holder, but I confirmed that they were not paid and the entire escrow balance was transferred to Mr. Cooper. Then I was assured that the taxes would be paid by no later than XXXX XXXX. I continued calling and writing to them, and only received form responses that they will review the issue and get back to me. To date, no one has ever called me back from Mr. Cooper. On XX/XX/XXXX, I received an email from customer service that all taxes have already been paid and there are no prior delinquencies, and if I wanted them to pay the property taxes, I needed to provide them proof that they had not been paid. I sent them copy of screen shot of their own website showing that the taxes were due on XX/XX/XXXX, that they remained outstanding, that nothing had been paid from my escrow account, as well as a screen shot of the XXXX XXXX County 's Tax Assessor 's website showing the outstanding balance that was due on XX/XX/XXXX and had not been paid. I received no response from Mr. Cooper to that email whatsoever. On XX/XX/XXXX, I received an auto-generated email from Mr. Cooper that my property taxes had been paid and my escrow account showed the payment. As of today, XX/XX/XXXX, the XXXX County Tax assessors office does not show a payment being made and my taxes will be deemed delinquent in 4 days, with penalties levied.
On or about XX/XX/XXXX, I wrote to Mr. Cooper that my loan did NOT require an escrow account and given their incredible incompetence and repeated mistakes, I requested that Mr. Cooper close the escrow account, refund me the balance, and I will handle my own payments. To date, all I have received is a form generated response that someone will contact me " soon. '' No one has contacted me and they have not released my escrow funds. Assuming they did actually pay the property taxes due on XX/XX/XXXX, then there are no payments due until the home insurance payment is due on XX/XX/XXXX and they should have no trouble releasing my escrow funds now.
According to a report I read on XXXX, I understand that Nationstar was sued for and reached a settlement for {$91.00} million for mishandling mortgages and harming borrowers. I have already had to spend hours dealing with them over what should have been a simple monthly mortgage payment and bi-annual property tax payment and this was only within the very first month of their holding my mortgage. They changed their name, but their practices have remained exactly the same. Please help me get my money back from this very shady company.
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04/04/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Servicemember |
Please help us save our home..
Mr. Cooper denied a modification for the reasons outlined below.
The denial letter states that based on eligibility requirements of the owner/guarantor/trustee of my mortgage, I was declined for a Standard Modification.
The letter further states that the reason for denial was that my loan had been previously modified.
Upon review of the Pooling and Servicing Agreement ( PSA ) it seems that there are no prohibitions in the PSA and thus by owner/guarantor/trustee that would stop Mr. Cooper from allowing a second loan modification in my circumstance. Section 3.07 of the XXXX XXXX XXXX XXXX As Trustee For XXXX XXXX XXXX XXXX XXXX, Mortgage Pass-Through Certificates Series 2005-8, Pooling And Servicing Agreement has been included below : SECTION 3.07 Collection of Certain Mortgage Loan Payments.
The Master Servicer shall make reasonable efforts to collect all payments called for under the terms and provisions of the Mortgage Loans, and shall, to the extent such procedures shall be consistent with this Agreement and the terms and provisions of any related Primary Mortgage Insurance Policy and any other applicable insurance policies, follow such collection procedures as it would follow with respect to mortgage loans comparable to the Mortgage Loans and held for its own account. Consistent with the foregoing and the servicing standards set forth in Section 3.01, the Master Servicer may in its discretion ( i ) waive any late payment charge or, if applicable, penalty interest, only upon determining that the coverage of such Mortgage Loan by the related Primary Mortgage Insurance Policy, if any, will not be affected, or ( ii ) extend the due dates for Monthly Payments due on a Mortgage Note for a period of not greater than 180 days ; provided that any extension pursuant to clause ( ii ) above shall not affect the amortization schedule of any Mortgage Loan for purposes of any computation hereunder, except as provided below. In the event of any such arrangement pursuant to clause ( ii ) above, the Master Servicer shall make timely advances on such Mortgage Loan during such extension pursuant to Section 4.03 and in accordance with the amortization schedule of such Mortgage Loan without modification thereof by reason of such arrangements. Notwithstanding the foregoing, in the event that any Mortgage Loan is in default or, in the judgment of the Master Servicer, such default is reasonably foreseeable, the Master Servicer, consistent with the standards set forth in Section 3.01, may waive, modify or vary any term of such Mortgage Loan ( including modifications that change the Mortgage Rate, forgive the payment of principal or interest or extend the final maturity date of such Mortgage Loan ), accept payment from the related Mortgagor of an amount Loan No. XXXX less than the Stated Principal Balance in final satisfaction of such Mortgage Loan ( such payment, a Short Pay-off ) or consent to the postponement of strict compliance with any such term or otherwise grant indulgence to any Mortgagor, if in the Master Servicers determination such waiver, modification, postponement or indulgence is not materially adverse to the interests of the Certificate holders ( taking into account any estimated Realized Loss that might result absent such action ). ( emphasis added ) Since the eligibility requirements of the owner/guarantor/trustee are not the reason for the denial, I request that the modification application be re-reviewed for any and all programs offered by the owner/guarantor/trustee as was promised by Mr. Cooper when the process was started.
Thank you for your assistance in this matter ...
Sincerely, XXXX XXXX XXXX
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01/11/2023 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
Mr. Cooper has been trying to force me into a XXXX yr refi from my current XXXX yr after I used the forbearance during pandemic. Below are the details I submitted to their complaints department.
I am writing in regard to the subject loan number. I have been working with your company since XXXX to keep my current loan after taking a forbearance during the Covid pandemic. This was before my partial claim deadline requirement. Throughout the course of this year I have worked with XXXX agents from your company to complete a XXXX XXXX as I was assured I would be able to prior to initiating a forbearance. It took until XXXX for your company to get back to me with a loan modification I never asked for. I then asked for a XXXX and was put in contact with XXXX XXXX XXXX ) who explained to me that I needed to make a payment to get the loan back to less than XXXX months past due. I paid {$6000.00} on XX/XX/XXXX and was assured that the Partial Claim I had been asking for would be approved. Nationstar / Mr. Cooper did not even send in a request to the VA for a partial claim until XX/XX/XXXX. By that time, per XXXX, another month had been added causing me not to qualify. After I was notified that it was not approved I spoke with XXXX again and she assured me AGAIN that I would be approved if I made another payment because she had spoken with everyone involved. I paid the amount she said was required of {$3900.00} on XX/XX/XXXX. Your company did not request the partial claim until XX/XX/XXXX. I can only assume that was the reason it was not approved.
My request is that someone within Mr. Cooper take the time to investigate this issue and provide me with a path forward to fix this issue that Mr. Cooper has caused. I feel that I have been lied to multiple times by your company and misled to the point where a partial claim is no longer available. This is the fault of Mr. Cooper and I would like your company to make it right. I want to keep my current loan and terms because I did EVERYTHING your company asked. It's impossible to not notice that everytime Mr. Cooper stalled on processing these requests, it worked to the benefit on Mr. Cooper as I was only offered a loan modification that took my XXXX year VA fixed to a XXXX year loan at a higher interest rate. The payments made above were never applied to the numbers used by Mr. Cooper to reduce the amount to the below XXXX XXXX and XXXX month threshold per Mr. Cooper 's response to the VA ( attached for your reference ).
Since Mr. Cooper failed to follow through on their end, I know that a partial claim is not possible at this time. Working with my VA XXXX, I am aware of a couple other options that Mr. Cooper can agree to that will allow me to keep my current mortgage terms. XXXX being a VA XXXX XXXX XXXX. Please let us know what I need to do to make this happen.
At this point I feel that Mr. Cooper has been unreasonably hard to deal with and has lied to me on multiple occasions leading to this issue I find myself in. I have been in contact with the Consumer Financial Protection Bureau and they highly encouraged me to file a formal complaint and referenced articles to Mr. Cooper 's past misconduct. I am also well aware that I can request a Congressional Inquiry to investigate the actions of Mr. Cooper 's wrongdoing in this matter. I fully intend to do BOTH depending on Mr. Cooper 's response going forward.
Please note that my VA Mortgage rep is also on this email and has been working with me to help navigate all the possible options and spoken with XXXX of your reps. Feel free to reply all with any return communication as he will be involved in all further discussion with your company.
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12/05/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
RE : Mr. Cooper, Alias Nationstars Double-Dipping, Adding Inspection Fees Account : XXXX transferred to XXXX XXXX. DOUBLE DIPPING LATE CUSTOMERS a. If customer is late besides paying the late charge Nationstar, alias Mr. Cooper automatically applies an Inspection Fee identifying the cost as Legal Fees in the amount of {$330.00}. This amount was charged in addition to late charges ; even during the consideration of modification application.
b. Predatorial scheme to milk homeowners out overcharging for Late Fees by camouflaging as Legal Fees. Plus, inspections results/reviews/examinations were not forwarded to homeowners for their records. Most times inspections were repeated on a monthly basis at a nominal cost of {$15.00}, while the balance of the fee absorbed by Mr. Cooper ; in other words, XXXX XXXX, XXXX XXXX XXXX, or any legislature do not support these type of predatorial activities.
c.XX/XX/XXXX, XX/XX/XXXX = 2 inspections 1-XX/XX/XXXX, 7-XX/XX/XXXX = 11 inspections modifications considerations ( I rejected ) XX/XX/XXXX = 1 inspections 2-XX/XX/XXXX, XX/XX/XXXX = 5 inspections XX/XX/XXXX = 1 inspection Total cost ADDED to loan mortgage {$6600.00} for unwanted inspections identified as LEGAL FEES!!! XXXX and XXXX were modification considerations ; however, results was to satisfy foreclosure and other reinstatement after rejecting modification proposal.
2. Payment was submitted electronically via homeowners bank on XXXX XXXX and delivered and processed by Mr. Cooper on XXXX XXXX, see documentation.
a. Mr. Cooper marked payment as late and applied inspection charge of {$330.00} b. Homeowner has had two years of on time payments with a few days late exceptions. ( See documentations below of electronic Bank History ) c. Mr. Cooper reported this addendum fee to the TRANSFERRING LENDER, XXXX XXXX XXXX XXXX XXXX, who is expecting me payment! I REQUESTED BOTH LENDERS TO AUDIT THE DISCREPANCY.
d. XXXX provided immediate results indicating Mr. Cooper applied Inspection Fee for XXXX payment on XXXX XXXX, but payment was made on XXXX. ( See Document ) e. Mr. Cooper has refused to correct error, even after multiple phone calls, emails, and transmissions from Selective.
3. Homeowner will forward documentations to Congressional Chamber to notify this institution has, is, and will continue to apply unscrupulous, predatorial, and non-standard financial practices to unsuspected borrowers. Mr. Cooper is a Predatorial Swindler and should not be allowed any relations with the consumers. Thank God for the transfer with the NEW LENDER ; therefore, I want the matter of {$330.00} corrected, immediately!!!!!!
Homeowner shouldnt have to go through CFPB to get the Lender to do the RIGHT THING.
Sincerely yours, XXXX XXXX XXXX XXXX. : ( ) cc : XXXX XXXX XXXX, Atl-LegalAid # Mr. Cooper contacts : starting in XX/XX/XXXX XXXX # XXXX ; XXXX # XXXX, XXXX # XXXX, XXXX # XXXX, XXXX # XXXX. XXXX ; XXXX, XXXX, and very XXXX XXXX.
ATTACHED FILE CFPB XXXX ALSO TO XXXX INCLUDES THE FOLLOWING DOCUMENTS : A. Corporate Advance History submitted by XXXX XXXX Mr. Coopers 2nd Acknowledgement after CEO letter alerting inspection fee on XXXX XX/XX/XXXX.
C. Notification of transfer XXXX XX/XX/XXXX XXXX XXXX response to inquiry and forwarded documentations of Coopers charging homeowner.
E. XXXX statement indicating Cooper had passed along the inspection charge fee.
F. Bank Copy of XXXX Electronic Mortgage Payment indicating PROCESSED ON XXXX XX/XX/XXXX indicating payment was received on time AND INSPECTION FEE CHARGED ON XXXX XXXX, which Mr. Cooper is no longer the Lender!
SEPARATE FILE PERTAINING TO MR. COOPER FEES G. Inspection Fee Documents pages 1-34
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04/13/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Lender/Servicer : Nationstar Mortgage dba Mr. Cooper RE : PMI Mortgage Insurance Removal request In XXXX, XXXX I called Nationstar about having the PMI removed from my mortgage payment. A property I had purchased in XXXX had increased in value enough to eliminate PMI, and I wanted to make that happen. I was told on the phone that the home needed to be appraised, and I made that request to the lender. An appraiser came out in XXXX, XXXX, and that was the last I heard about my request. I never received the appraisal nor had I received any indication of whether or not my request was approved. I did see a charge for the appraisal on my online account which I have not yet paid.
Today, XX/XX/XXXX, I remembered that I had not received an answer to my request and called Nationstar Customer Service to ask why I had not received a response.
The first customer service representative ( CSR ) tried to help by emailing me a letter, dated XX/XX/XXXX but which I never received until I asked for it on the phone today, which stated that my principal balance had not reached 80 % of the original value of the property. I also asked for a copy of the appraisal which she sent me via email but which would not have been sent had I not asked for it.
It's important to note that the " 80 % of original value '' was not a condition when I made the request and agreed to pay for an appraisal. In fact, when I inquired in XXXX, XXXX I was told on the phone that the appraisal was needed to determine whether the principal balance was 75 % or less of current market value. I only agreed to the appraisal because it would determine the current market value, and I was confident that my principal balance was lower than 75 % of current market value.
Upon reviewing the appraisal, my loan clearly met the 75 % or less of current market value condition. I asked the CSR why my request was declined. She could not explain why and transferred me to another person. XXXX ( no last name given and no city given but stated he was working in Texas ) read me the letter I was already looking at. I asked him to do the math so that I could understand why the request was declined. He refused and, instead, read the letter over the phone again. 20 minutes of this back and forth and getting nowhere I asked for the name and number of someone I could call to discuss this loan. He refused to give out any names or phone numbers and instead said someone else would call me and read the letter to me again within 72 business hours. Obviously, this was extremely unhelpful, and, knowing that the call had been recorded, I asked for a recording of the conversation. XXXX stated that I would need a subpoena from a judge to receive the recording and refused to volunteer any other options for solving this customer service problem. If we were to listen to the recording, one would hear both of us becoming quite agitated at various points in the conversation and also that the CSR was not interested in finding a resolution to this problem.
There are two issues here : 1. The principal balance on the loan as of the date of the appraisal ( which I did not receive until I asked for it today ) was less than 75 % of the market value on the appraisal date, therefore, the mortgage insurance requirement should be removed.
2. If, in fact, Nationstar wishes to enforce this new condition that the principal balance must be 80 % or less of the purchase price, then I was told to spend money on an appraisal for nothing because everyone involved, including me, knew very well on the day I inquired that the principal balance did not meet this condition.
Please feel free to contact me for additional salient details.
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03/05/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
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Web |
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In XXXX I contacted XXXX to inquire about a rate reduction on my mortgage. My payments on my {$410000.00} loan were CURRENT. My rate was 6.5 %. Previous inquiries I was told that I did not qualify for a modification unless I was delinquent or wanted to become delinquent ( NOT ACCEPTABLE TO ME ) and I did not qualify for a refinance because a second mortgage ( ( XXXX ) gave me negative equity. My house was worth XXXX. I was struggling. I was told that day that a new program would allow for me to get a modification WITHOUT being delinquent. I was elated. Filled out application. Wrote Hardship Letter making it clear I did not want to be made delinquent. Asked about payments during process ( XXXX and XXXX XXXXtold not to worry ). Approved and put on 4 month trial at 4.6 beginning XX/XX/XXXX auto debit. HOWEVER they were only capable due to XXXX Software Constraints of setting up for 3 months!!!! Didnt tell me. I didnt sign. When XX/XX/XXXX didnt auto debit I called in early XX/XX/XXXX, was told I blew it. No longer qualified! I didnt call to set up my 4th month!!! I got the State of MA Division of Banks involved. They resolved the issue but the last payment was taken XX/XX/XXXX. My modification documents were dated XX/XX/XXXX. Principal XXXX!!! Not my original XXXX! I was told that reflected all of the missing monthly payments including XXXX and XX/XX/XXXX, missing principal for remainder XXXX, and XXXX. And that my credit showed I was 5 months delinquent! The young lady on the phone told me I was fortunate that XXXX was offering me a modification and that I was in foreclosure and could have my house repossessed! I was absolutely dumbfounded! I wanted to speak to the underwriters, supervisors XXXX had requested before, but as always, no one is ever available which is why I got the state of MA involved.
They told me that if I did not sign my rate which was a variable was going up in the next month, would make my payment so high I would not be able to pay the mortgage anyway since it would revert to a P & Ischedule. I questioned the fact that I was promised that I would not be made delinquent, that I could have remained current and she laughed. She said no one modifies unless they are delinquent!!!!! So I signed. My document was dated XX/XX/XXXX ; I sent it back and it did not arrive until late XXXX. The person set me up for auto debit beginning XX/XX/XXXX. GUESS WHAT. ON XX/XX/XXXX, I got a letter offering me MORTGAGE ASSISTANCE BECAUSE I WAS 2 months behind. I had missed my XX/XX/XXXX payment. I called a supervisor. She said even though the Rep made a mistake by setting me up for XX/XX/XXXX, it was my fault.
I have spent the last 2 years trying to pay down the principal that I should not have accumulated, have tried to pull up a XXXX credit score, and I had to go on a payment plan immediately to make up that 1st missed payment because of an unscrupulous company!!!
I have tried unsuccessfully to sell my house in Massachusetts. The market finally reached the point where I may break even, but that extra XXXX is a deal breaker and I can not stop thinking about how much of a negative affect XXXX had on my financial well-being. I was a XXXX year VXXXX XXXX at XXXX XXXX ( XXXX ) and I can not believe the treatment and still question the legality. I just finished getting my MA and XXXX XXXX XXXX where I studied illegal lending practices and how your agency can help. So I thought I would write!!
Today, I called XXXX to order my file and guess what! My loan has been transferred to MR COOPER?? Doesnt sound too promising!!! Too bad they did send me the notification 15 days ago.
If you can help me I would surely appreciate your help!!
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10/24/2018 |
Yes |
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- Trouble during payment process
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Web |
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Name : XXXX and XXXX XXXX Complaint against : Mr. Cooper ( Nationstar Mortgage ) Complaint regarding : Escrow payment, property tax Who is involved : XXXX and XXXX XXXX, Mr. Cooper, XXXX County Treasurers Office Complaint : 1. We bought our home in XX/XX/XXXX. It was immediately sold to Nationstar Mortgage.
a. Upon closing of the house, the title company estimated our taxes based on the previous years taxes for the same property. This amount was deposited into the escrow.
b. In buying our mortgage, Nationstar listed the incorrect property on our mortgage account.
i. This inaccuracy was not determined until XX/XX/XXXX ( details below ).
2. Due to the incorrect property listed, Nationstar both underestimated the escrow amount and under paid the county on the due property taxes in XX/XX/XXXX.
3. In XX/XX/XXXX, because the incorrect amount was paid to the property tax, our property tax became delinquent.
a. Amount paid to County : {$220.00} on XX/XX/XXXX b. Amount that was due to the County : {$2200.00} i. See supporting document XX/XX/XXXX Tax, page 7.
c. Despite delinquency notifications sent from XXXX County to Nationstar Mortgage ( from XX/XX/XXXX to XX/XX/XXXX ), no further amount was paid or investigated by Nationstar.
4. In XX/XX/XXXX, the county sent a delinquency notification to the Regiers.
5. After receiving the delinquency notice, I contacted Nationstar after receiving the delinquency notice ( around XX/XX/XXXX-XX/XX/XXXX ).
a. Nationstar called the county treasury office, where they spoke to a XXXX b. They assured me I was not delinquent and I could ignore the notice I received.
6. On XX/XX/XXXX, the Regiers names were printed in the county newspaper as being delinquent.
7. On XX/XX/XXXX, I notified Nationstar Mortgage of the delinquency.
a. I completed a three-way call between Nationstar ( representative XXXX XXXX ) and the County ( XXXX XXXX ). Nationstar argued they did not owe any additional amount, the County disagreed. The call ended with Nationstar not taking any action to resolve the due amount.
b. I later ( without Nationstar involved ) identified the property listed on my mortgage, is not the property we own. I contacted Nationstar to inform them. They directed I send an email with documentation proving this ( see attached Document provided to Nationstar email, as well as the document sent to Nationstar XX/XX/XXXX Tax ).
c. In XX/XX/XXXX Tax, the property is clearly listed, as well as the past due amount for my property tax.
8. I contacted the County on XX/XX/XXXX to determine whether they had received the due funds from Nationstar. XXXX XXXX confirmed Nationstar had not paid any additional amount to our delinquent taxes.
9. On XX/XX/XXXX, Nationstar told me the property taxes had been sent to XXXX County on XX/XX/XXXX. They quoted 7-10 business days for the county to receive the funds.
10. On XX/XX/XXXX ( past the 7-10 business days ) I contacted the County to confirm whether the funds were received, they have not received the funds.
11. We have never missed a mortgage ( or escrow ) payment, and have sufficient funds to cover the due taxes.
12. We are still delinquent with the County for : a. Principal amount : {$2000.00} b. Past due interest : {$130.00} c. Advertising fee : {$16.00} The outstanding issues are that I am still past due on my XX/XX/XXXX taxes and Nationstar does not appear to be sending the amount. My current escrow account does not reflect that they have send the due amount to the County, as they stated on XX/XX/XXXX. Additionally, Nationstar not paying my property tax resulted in our name being published in the county newspaper, which is written defamation.
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05/15/2019 |
Yes |
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- Struggling to pay mortgage
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Web |
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I hereby as a matter of urgency, want to report illegal wrongful foreclosure procedures by lender Mr Cooper a.k.a. Nationstar mortgage ( of XXXX XXXX XXXX XXXX, XXXX, TX XXXX ), as well as their attorneys, the XXXX XXXX XXXX ( of XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX, CO, XXXX ) The scope of their lies goes way beyond negligence and mistakes.
I bought my house in XX/XX/XXXX. Due to financial hardship in XXXX, I fell behind on my mortgage payments. I have been attempting to communicate effectively with the lender about my hardship and willingness to pay the arrears since XX/XX/XXXX.
Subsequently, on XX/XX/XXXX, I submitted an application for loan modification. I received a letter from the lender, dated XX/XX/XXXX, stating " the evaluation period for loss mitigation options has now begun and is generally 30 days. Because you timely submitted a complete Borrower Response Package, you are entitled to certain foreclosure protections during the evaluation period and, as applicable, either we will not commence or initiate foreclosure proceedings or if foreclosure proceedings had already been commenced or initiated prior to our receipt of your application, we will not move forward with a foreclosure sale before evaluating your complete application. '' I was furthermore informed by the lender that they also informed their lawyers, the XXXX XXXX XXXX, on XX/XX/XXXX, to put my case on hold. On several occasions the lender confirmed, in writing, that my case was still on hold. However, during this same period, between XX/XX/XXXX and XX/XX/XXXX, while the case was on hold ( as they confirmed numerous times, in writing ), their lawyers wrongfully and deliberately continued with dual tracking foreclosing proceedings, arranging and advertising the foreclosure sale, running up unnecessary costs and fees in the amount of approximately {$4600.00}. ( {$2200.00} attorney fees, plus {$2400.00} Trustee fees and costs ), which they are now trying to force me to pay or sell my property.
Their wrongful procedures and deceptive tactics of steering the case to a foreclosure sale, while the case is on hold, is blatant illegal dual-tracking. As a result of their wrongful dual tracking procedures, I never had the opportunity of exercising my legal right to any loss mitigation options that was by law supposed to be available to me. Neither was I allowed my right to reinstate my loan for the correct amount.
I have stated to the lender on several occasions that I am fully willing and able to re-instate my loan, by paying all outstanding mortgage payments and reasonable fees. However, I am vigorously contesting the illegally, unreasonable and unnecessary fees charged by this lender and their law firm in their unscrupulous practices.
By law, this lender is not relieved from its obligations by their lawyers actions. Their law firm are still proceeding with this wrongful attempted foreclosure sale, scheduled for XX/XX/XXXX through the XXXX County Public Trustee, while the lender fraudulently keeps informing me that the case is on hold and that all foreclosure proceedings has been halted.
I have also mailed the Notice of error to the lender on XX/XX/XXXX. Nevertheless my numerous attempts to have them correct their mistakes and re-instate my loan as per my legal right, this lender and their lawyers are continuing with fraudulent foreclosing proceedings, violating our agreement and all applicable laws, causing me severe harm in the process.
I therefore as a matter of urgency request that you step in and help protect me against the unfair practices by lender, Mr Cooper ( also known as Nationstar Mortgage ) and their Lawyers, the XXXX XXXX XXXX.
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01/06/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
Received notification from lender Nationstar/MrCooper, of the non-renewal of XXXX XXXX XXXX XXXX policy XXXX on XX/XX/XXXX, stating that if new/replacement coverage was not obtained, force placed insurance would be implemented. Not certain if it was some type of scam, because I had not been notified by XXXX XXXX. Property Address : XXXX XXXX XXXX XXXX XXXX XXXX XXXX NV XXXX, Policy XXXX.
XXXX XXXX XXXX agent XXXX XXXX immediately, by email, then a phone conversation with XXXX XXXX that disclosed only that the notice was mailed to a temporary physical location of my vehicle ( also insured by XXXX XXXX XXXX XXXX for 2-3 months while I was moving XXXX and that non-renewal occurred due to non-occupancy. While the wrong address may have been an unintended administrative error, XXXX was unwilling to discuss or listen to my explanation answer questions the condo insurance policy that I, as a consumer, have a right to know, and which may affect my credit.
Realized that non-renewal may have occurred because the condo is unoccupied, and has been since XX/XX/XXXX, when I was displaced by the discovery of mold and previous water damage from unit XXXX. I notified XXXX XXXX and shortly thereafter, he sold me a renters policy XXXX, after I moved into a leased apartment at XXXX Smoke XXXX XXXX XXXX XXXXXXXX, XXXX XXXX, NV XXXX. Or maybe the non-renewal occurred because I moved from XXXX to XXXX XXXX at the end of XXXX. My attorney in XXXX, NV has had the keys and has been in the condo since that date.
XXXX XXXX XXXX provided a HOA master policy with 125 % ARV a proof of insurance. After review and upon advice of my attorney, it was submitted to and rejected by Nationstar/MrCooper. Repeatedly called and emailed XXXX XXXX corporate and Nationstar/MrCooper for more information that may have been relevant to purchasing a new/replacement policy from another insurer, who I figured would ask. Because I am XXXX XXXX legally XXXX and have other medical serious medical conditions, requested accessibility services and XXXX from the XXXX XXXX Nationstar/MrCooper facilitated conference call insurance agent to try to obtain additional information about cancellation. After speaking with several insurance agents, was advised that obtaining condo insurance would be cost-prohibitive because of non-renewal status and lapse in coverage, and it would probably be better to go ahead with force placed insurance. Communicated that information to Nationstar/MrCooper.
XX/XX/XXXX Requested a printed copy/pdf w/email of the alleged non-renewal policy from XXXX XXXX customer service, who told me the original notice had been generated XXXX and mailed XX/XX/XXXX. Not yet received. The address on the non-renewal was incorrect, it was the physical location of my auto from XX/XX/XXXX until XX/XX/XXXX, when it was updated with my current address and a different XXXX XXXX agent in XXXX XXXX.
Still trying to figure out ( specifically ) what type of insurance Nationstar/MrCooper wants me to purchase. Two notifications forms attached. When asked who determines ARV, they told me to ask the insurer. Not helpful. Can I purchase my own PMI to protect their mortgage loan? Or, should I keep contacting additional companies and agents to obtain homeowner insurance on the property itself?
This XXXX XXXX/Nationstar/MrCooper situation, as well as an investigation into actions of the seller of Unit XXXX, buyers agent, inspector, community manager and others has been requested by the NV Insurance Commission and AG XXXX My attorney is in the process of finalizing a claim to be submitted for mediation with NV Real Estate Division. Additional information is available upon request.
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05/11/2023 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
My home is in the early stages of foreclosure because Mr. Cooper misrepresented and misled me. My family was negatively impacted financially during Covid and this is a VA loan so Mr. Cooper was required to offer a forbearance, and when that ended they are required to allow options to recapitalize the delinquent payments into the loan balance or review for loan modification or partial claim or repayment plan. As I understand it they are not allowed to demand the full past due balance from the Covid forbearance in a lump sum, but that is exactly what Mr. Cooper is doing to my family. My wife and I are both back at work full time and do not have a problem making our regular monthly mortgage payment, the issue is the {$12000.00} in delinquent payments from the Covid forbearance.
I served my country proudly in the U.S. XXXX for 4 years XXXX XXXX and 4 years inactive as a XXXX. I bought my home in XXXX in XXXX with a VA loan and never had any financial issues. I live in the home with my wife and two XXXX and have worked as a XXXX for XXXX for the last 5 years. My wife XXXX is a registered dietician and when Covid hit our nation she was working at a XXXX XXXX. Unfortunately she was frequently sent home because she tested positive for Covid several times. Each time she tested positive she had to allocate time to quarantine and due to the frequent illness had her hours and income cut in half, and then they went out of business. This was a major hit to our family finances. My hours at XXXX were steady during XXXX and was still getting overtime but in XXXX Covid hit my industry and my hours and pay significantly dipped. We went through all of our savings but things finally caught up with us and we called Mr. Cooper and they said that I qualified for a Covid forbearance and that I did not need to send in the payments for six months so that we could get back on our feet. They told us that they would put the missed payments back into the balance of the loan and that we did not need to worry about it. When the XXXX months was over we resumed making our payments in XXXX and XXXX. Our monthly payment was {$990.00} but we paid {$1200.00} each month because we wanted to get caught up and pay down the missed payments. The Mr. Cooper agent we spoke to asked for a line item list of our bills and also asked for my paystubs. They said that I don't need to worry about anything, you don't even have to send paperwork in because we will run the numbers and this will all work out.
In XXXX we tried to make our regular monthly payment through the automated system but it would not work. We had to press 0 for help and the agent that answered said no, sorry, you need to pay full past due balance because I had been denied for the assistance program. They did not tell me what programs I had been reviewed for or explain anything or disclose the income they used in the evaluation. They told me the only possible option was to reinstate the loan in full. I now owe about {$12000.00} included the late feels and legal fees and I got a intent to foreclosure notice on XX/XX/XXXX.
The agents at Mr. Cooper told me I had nothing to worry about, that I could accept the forbearance plan and they would work with me to resolve this. They have not worked with me, they have misled me. My wife is now back working full time for the school district and I again have full time hours at XXXX. We have sufficient income to make our mortgage payment, the issue is that we don't have the full amount to reinstate and need help with that. We know that VA loans do have programs available to help people with this issue, but Mr. Cooper is denying access and starting foreclosure
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03/02/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Since XXXX I notified Mr Cooper of a major repair. Letters they send are form letters. Just like Seterus that was shut down in XXXX and a class action suit. I am part of that. I am in my home XXXX years always paid! I battled XXXX XXXX and had modifications. Well the one I am in now is again very wrong. Mr Cooper added XXXX or XXXX years on rather than the standard mod process. For XXXX months charging me fees and billing me still for XXXX months when in fact XXXX month was to be added to the end. I thought they paid my XXXX fees and thought that is why they added so many years. So the issue is they did not pay any XXXX fees I received a XXXX past due from the XXXX XXXX XXXX XXXX I was told in my last mod of XXXX that all was included to get me up to date. Then my garage cracked in half and needed to be replaced. I am in a condo and still paid the door in full through XXXX XXXX XXXXXXXX XXXX. I sent the receipt to my attorney XXXX XXXX XXXX XXXX who stepped in XXXX years ago when Seterus was threatening my home. Seterus too took me out of a mod I was to be in from XXXX to XXXX. Then as I am with Mr Cooper they too increased my payments and added so many years when I am just XXXX month due. I wrote to them and called and they do not even answer my attorney. The worry I have is after XXXX my attorney will no longer be assigned. He worked with me thru the Seterus bad business practices and it took XXXX years almost with XXXX XXXX XXXX numbers they too and HUD helped me battle these crooked services. The point is XX/XX/XXXX was not paid and there was no resolution only more fees and no response. I need them to stop taking my earned equity and respond to the XXXX month. I am a homeowner and not even responsible for replacing the XXXX car garage door but due to the fact the main fees were not paid in the new mod I had to pay for the door in full. I just need to understand what they have done with my loan. We are in a global pandemic and I took lost thousands in working wages since XXXX I work from home and lost XXXX a month. I am only behind XXXX month and also need to question the XXXX bill I received. I again have XXXX years at my home as my only and primary residence! I just want to be sure Mr Cooper is handling my payments and my loan correctly without doing wrong by me which is what happenned for XXXX years with Seterus. I was charged any extra XXXX net over XXXX years equalling XXXX when my mod was to be XXXX! If they look up my address they will see a time line with XXXX XXXX who stood by me as well as HUD as I was in counseling with XXXX to protect me and my finances during my XXXX battle to prevent me from not losing my home and my equity. I now have XXXX grown children I put through college and should I pass on they will have my home as my only asset other than my car. I need to know I can trust Mr Cooper but XXXX months of asking for XXXX month to the end invited XXXX months of fees double payments on every statement and a lingering XXXX past due which I have no idea how that is possible! It is alarming. Again how they extended my loan out XXXX plus years when I was not past due more than XXXX month. Seterus was brought to court. They scared me when I always paid and they took me out of my guaranteed mod for XXXX years as I said early. Basically bankrupting me as I no longer had savings which I always had. I need to know my loan and my years of equity are there. I also need them to realize in a condo I am responsible for the inside of my home! Not to pay for garage doors or outside water lines. I need to stick to a set affordable mod payment. I remain in medical hardship although I work full time.
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09/13/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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I submitted a complaint on XX/XX/XXXX. The company was very quick to reply and create a Resolution Letter. However, the complaint is STILL NOT resolved. The complaint is regarding Nationstar/DBA Mr. Cooper and previous OWNERS of my mortgage who have not sent Welcome and Good-bye letters when my mortgage changed OWNERSHIP. My loan originated on XX/XX/XXXX, with XXXX XXXX XXXX. According to the Pooling and Servicing Agreement, the loan was ASSIGNED to a XXXX XXXX Trust on XX/XX/XXXX. I did not receive a letter of notification by either XXXX XXXX XXXX or XXXX XXXX. ( OWNERS ) According to a recorded ASSIGNMENT of Mortgage which took place on XX/XX/XXXX, the mortgage transferred OWNERSHIP from XXXX XXXX XXXX to the same XXXX XXXX Trust. There appears to be a missing ASSIGNMENT of Mortgage which should have taken place between XX/XX/XXXX and XX/XX/XXXX. If there is no such ASSIGNMENT of Mortgage, XXXX XXXX XXXX would not have had the legal standing to transfer OWNERSHIP back to the XXXX XXXX trust, since it was apparently already OWNED by XXXX XXXX from XX/XX/XXXX to XX/XX/XXXX. I did not receive letter notifications from either XXXX XXXX XXXX or XXXX XXXX between the dates of XX/XX/XXXX and XX/XX/XXXX when these transfers of OWNERSHIP should have taken place. On XX/XX/XXXX, the mortgage was transferred from the XXXX XXXX XXXX to Nationstar Mortgage. Again, I received no letter notifications from either Nationstar or XXXX XXXX ( XXXX ) informing me of this transfer of OWNERSHIP. On XX/XX/XXXX, the mortgage was transferred from Nationstar Mortgage back to the same XXXX XXXX trust. Again, I received no letter notifications from either XXXX XXXX or Nationstar ( OWNERS ).
Since XX/XX/XXXX, my mortgage has apparently changed OWNERSHIP 4 times and possibly 5 times. As specified in the Truth in Lending Act, the OWNERS of my mortgage were required by law to inform me in writing of these OWNERSHIP changes. Truth in Lending Act, 15 U.S.C. 1641 ( g ) Liability of ASSIGNEES states the following : ( g ) Notice of new CREDITOR ( 1 ) In general In addition to other disclosures required by this subchapter, not later than 30 days after the date on which a mortgage loan is sold or otherwise transferred or ASSIGNED to a third party, the CREDITOR that is the new OWNER or ASSIGNEE of the debt shall notify the borrower in writing of such transfer, including ( A ) the identity, address, telephone number of the new CREDITOR ; ( B ) the date of transfer ; ( C ) how to reach an agent or party having authority to act on behalf of the new CREDITOR ; ( D ) the location of the place where transfer of ownership of the debt is recorded ; and ( E ) any other relevant information regarding the new CREDITOR. ( 2 ) Definition : As used in this subsection, the term " mortgage loan '' means any consumer credit transaction that is secured by the principal dwelling of a consumer.
I have requested copies of these Welcome and Good-bye letters many times, but have never received them. Nationstar/Mr. Cooper still has not addressed my complaint. I have received Welcome and Good-bye letters from the SERVICERS but NOT the OWNERS of my mortgage.
In the resolution letter, XXXX XXXX attempted to address this issue and provided copies of letters from SERVICERS. I requested copies of letters from the OWNERS of my MORTGAGE.
Truth in Lending Act, 15 U.S.C. 1641 ( g ) Liability of ASSIGNEES states requirements for OWNERS, ASSIGNEES, AND CREDITORS of the mortgage. It is the Truth in Lending Act, not the Truth in Servicing Act. I hope that I have made it clear that I have NEVER received Welcome or Good-bye letters from the OWNERS of my mortgage.
Thank you.
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11/02/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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On XX/XX/2018 I made the mortgage payment on my primary home in XXXX, XXXX. The following week, I made the mortgage payment on my rental property in XXXX, XXXX on XX/XX/XXXX at about XXXX since I work nights. I made these payments online and on time. The payment on the rental in CA included a {$50.00} extra payment on the principle. I had extra money in my checking account so I decided to make an extra principle payment on my primary home in XXXX of {$150.00}. I entered the {$150.00} to principle and hit send. To my surprise, Nationstars computer software automatically adds the minimum payment of {$1400.00} to my {$150.00} extra payment which would overdraw my account and it would essentially give me 2 house payments in the same month- something I have never done in my 25 year history of house payments. I immediately called Nationstar to explain the problem so that they could correct it but they were closed. I then called my bank and told them to cancel that payment after explaining to them what had just happened. They agreed. When I got home that morning it was XXXX, my usual time because I work from XXXX to XXXX. After taking a shower, I gave Nationstar a call since I knew that they would now be open to take calls. I waited on hold for close to an hour but was finally able to talk to Nationstars professional representative and explain the situation. They asked me a few questions and they appeared to have full clarity of the situation and said they would cancel one of the two payments made to my primary home. Additionally, the rep. said they would not only send me an email confirmation but a hard copy of the transaction by mail. Instead, I got a letter late XXXX that said I was late and there was a {$75.00} late fee. I called my bank and they confirmed that my two house payments were made on time so I didn't bother calling Nationstar and waiting on hold. When I received my XXXX statement, I was clear on what Nationstar had done. They did cancel one of my payments but it was the wrong one. A simple mistake on their part that could be corrected very quickly. Nationstar has a history of telling customers one thing on the phone and doing just the opposite so I wrote them a letter to create a proof positive paper trail, once again explaining the over payment in XXXX and also the fact that instead of cancelling one of the two payments on my primary home, they cancelled the 1 on time payment on my rental property which made it look like I didn't make a payment at all. When Nationstars high powered attorney responded to my letter, of course they didn't know what I was talking about. They told me to provide the date because they can't find and don't know what I'm talking about. As my attachments will show, they knew exactly what the problem was- the dates were provided.
Now, it's XXXX and I still have the 2 payments showing for XXXX on my primary home in XXXX and every month even though I continue to send an additional {$50.00} to the principal when I pay the rental in XXXX on time, they show me 30 days late and they keep putting my extra {$50.00} payment in a " suspense '' account and they're creating an accounting nightmare because I'm not getting the proper credit for my payments. Their statements keep showing that I owe them over {$3100.00}, when my monthly payment is {$1500.00}, because I'm missing the credit for the XXXX cancelled payment which I NEVER AUTHORIZED THEM TO DO. Nationstar and their professional reps. are not incompetent. They know exactly what they are doing and it is intentional. Their high powered attorneys explain all their wrong doing away and everyone is afraid to go after them.
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10/06/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
- Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
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Web |
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From the moment a person files a XXXX XXXX bankruptcy petition ( Petition Date ), a loan supported by a mortgage must be treated as if it is current. Once a debtors XXXX XXXX plan is confirmed, the debtors regular ongoing mortgage payments should be applied from the Petition Date based on the mortgage contract terms and original loan amortization as if no default exists. All pre-bankruptcy arrearages are paid separately under the XXXX XXXX plan as part of the creditors allowed claim. In essence, the creditors claim is split into two claims the underlying debt and the arrearages ( although a creditor is only required to file one Proof of Claim as discussed below ). This can often be inconvenient for a creditor as it may have to create a separate account within its own system, but it is imperative that the payments be applied correctly to avoid being liable for improperly applying the payments, resulting in the penalty of sanctions.
Mortgage loan payments should be applied for all XXXX XXXX debtors as follows : Payments from the trustee or debtor post-confirmation should be applied to payments due from the Petition Date going forward not to the arrearages. All postpetition installment payments must be applied and credited to the debtors mortgage account as if the account were current and no prepetition default exists ( this includes any adequate protection payments received pre-confirmation ).
Because an arrearage claim is basically a separate claim, the trustee or debtor should note that the payment is for the arrearages when it is sent. When the trustee or debtor notes the payment is for arrearages, then that payment can go toward the arrearages.
The attached 105 letter Lenea clearly states they applied current contractual payments to prepetition missed payments accounted for separately in the filed claim ( s ).
CFPA has been forced to litigate mr cooper for the very same actions you have admitted doing. You had 200 % annual escrows and applied payments wrong.
CFPA would agree I am due compensation.
RESPA and the XXXX are federal consumer financial laws. 12 U.S.C. 5481 ( 12 ), ( 14 ). Under Section 1036 of the CFPA, it is unlawful for any covered person to offer or provide to a consumer any financial product or service not in conformity with federal consumer financial law, or otherwise commit any act or omission in violation of a federal consumer financial law. 12 U.S.C 5536 ( a ) ( 1 ) ( A ). Violations of RESPA and the XXXX are therefore violations of the CFPA. Id.
VIOLATIONS OF RESPA 83. RESPA and its implementing regulation, Regulation X, pertain to certain acts and practices related to federally related mortgage loans, including servicer requirements related to notice of error and complaint resolution. 84. The loans impacted by the allegations herein are federally related mortgage loans Prayer for Relief The Bureau, pursuant to Sections 1054 and 1055 of the CFPA, 12 U.S.C. 5564 and 5565, and the Courts own equitable powers, requests that the Court : 1. Permanently enjoin Defendant from committing future violations of the CFPA, RESPA, and XXXX, and enter such other injunctive relief as appropriate ; 2. Award such relief as the Court finds necessary to redress injury to consumers, including, but not limited to, rescission or reformation of contracts ; refund of moneys ; restitution ; and payment of damages or other monetary relief ; 3. Award such relief as the Court finds necessary to disgorge Defendant of unlawful gains ; 4. Award civil money penalties against the Defendant ; 5. Award costs against the Defendant ; and 6. Award additional relief as the Court may deem just and proper.
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01/06/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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|
Web |
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Hello, and thank you for considering my complaint.
My problem is that I am having trouble coming off of a Pandemic Forbearance plan and finding a solution to start repaying what I owe during that period along with my regular monthly payments. Unfortunately, the only solution Mr. Cooper is offering me is a lump sum reinstatement payment that I simply do not have. I am being given no other options whatsoever such as deferral or a repayment plan ( that does not require me to be up to date on payments within 30 days ). Here is a brief timeline of my experience so far : I was approved on XX/XX/XXXX for a Pandemic Forbearance plan starting XX/XX/XXXX.
I received a notice on XX/XX/XXXX stating that my forbearance was coming to and end and to contact Mr Cooper to " make a plan to bring your account current ( this could include a repayment plan, payment deferral, loan modification, or other mortgage assistance options ).
That same day ( XX/XX/XXXX ) I filled out the online questionnaire for those coming off of the COVID forbearance plan that lead me to the Pandemic modification option, which I submitted immediately.
XX/XX/XXXX I received the COVID modification application confirmation from Mr Cooper.
My evaluation was open for 4 MONTHS from that date as I received evaluation DELAY NOTICES from Mr Cooper on XXXX, XX/XX/XXXX & XX/XX/XXXX.
On XX/XX/XXXX I received a notice from Mr Cooper that my " Standard Modification '' had been denied, but when I called Mr Cooper on XX/XX/XXXX to find out why, I spoke with agent ( XXXX XXXX who looked into my situation and discovered that my application should have been processed through a " PANDEMIC MODIFICATION '' since I was transitioning from the COVID forbearance plan and should not have been considered for a " Standard Modification ''. ( I wrote XXXX 's supervisor, XXXX XXXX, a positive review for XXXX 's in-depth attention to my matter, which was documented by an email sent on XX/XX/XXXX ). I was directed to another agent, XXXX XXXX who submitted a new application ( which I assumed would be for the Pandemic Modification ).
When that application came back denied on XX/XX/XXXX for another " Standard Modification '', I called Mr Cooper and spoke with agent XXXX who discovered that when XXXX XXXX reapplied my application, it was sent with {$1.00} on the yearly income line which, according to XXXX, would have been a red flag for a denial... so she asked my yearly income, added that to the yearly income request and reapplied a third time.
On XX/XX/XXXX, I went online to check the status of my latest application which stated it too ( another STANDARD modification ), was denied. Again, I called Mr Cooper and spoke with agent XXXX who instructed me to appeal this latest decision, which I did. Then on XX/XX/XXXX I received another Standard Modification denial statement online. I immediately called Mr Cooper and spoke with agent XXXX who told me my only option is to pay in one lump sum and no other reinstatement options are available ... which means pay over {$11000.00} upfront or lose my home.
I do not understand why none of my attempts for a PANDEMIC MODIFICATION have been filed after coming off of the PANDEMIC FORBEARANCE PLAN. I AM willing and able to start making my regular monthly payments along with additional amount to repay the amount owed over time, but they are not willing to allow me to do that, either. Please help me find other options that will allow me to start paying what I owe over time to allow me to stay in my home. I thought that was what the CARES act was all about!
Thank you very much for your assistance in this matter.
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02/20/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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XX/XX/2019, I spoke with XXXX in the escrow department because I received a letter stating I had a shortage of {$1500.00} in my escrow ( and I know my taxes went up ), and the escrow review statement numbers did not display this shortage accurately, so I questioned the amount. XXXX also could not make sense of the numbers so she said she would request a new escrow review. I never heard back from her and received my XX/XX/2019 mortgage bill which showed my monthly payment to be much higher but I wanted to pay off the shortage once they could explain the numbers to me and keep my monthly bill down. On XX/XX/2019, I spoke with XXXX who informed me that XXXX messed up and never sent for an Escrow review and she too could not explain the math on the original escrow review, at that time, I decided to just pay off my escrow and cancel it with the intent to pay my town taxes directly to my town. XXXX asked for my bank account and routing number and processed my payment of {$2300.00} to close my escrow and informed me my XX/XX/2019 bill is now {$980.00}, which I paid on XX/XX/2019. Today, I receive a letter from Mr. Cooper, ( enclosed ), telling me I was short {$940.00} on my XXXX payment. I explained the above and asked to talk with a supervisor. They transferred me to XXXX, and I am glad the call was recorded. She was not very understanding of my issue, but I explained, the escrow is in the process of being closed and XXXX told me I could just pay the mortgage portion of my XX/XX/2019. XXXX said she could see my escrow was paid in full on XX/XX/XXXX but the process to close my escrow did not begin until XX/XX/2019 - why the 8 day delay? I did not get an answer to this, instead she informed me that I have to pay the full XX/XX/2019 bill of {$1900.00}, ( taxes, mortgage and interest ), which I told her the escrow portion was already paid and XXXX told me on XX/XX/2019, that was not required to pay as the escrow since I just payed it in full. At that time, XXXX said, it does not matter that it is being closed, you need to pay the monthly bill in full until the escrow closing is completed. Then she proceeded to tell me, it won't be closed until after the XX/XX/2019 bill, so I will also need to pay another $ {$940.00} in XXXX as well. That is a total of $ {$1800.00} for both XXXX and XXXX escrow after I already paid it in full on XX/XX/2019. She then told me I will have to wait an additional 10 days to receive my reimbursement of {$1800.00}. She could not help with this as this is the way Mr. Cooper did business. She was very cold and not very sensitive to the fact that I was told to just pay my mortgage portion of my XX/XX/2019 bill, which is what I did. She just said the person who told me that misinformed me. Why am I being asked to pay 2 months of escrow after I paid it in full? She told me if it isnt paid by the end of XXXX, this would affect my credit. I have excellent credit and do not want that to happen, so I am forced to pay {$940.00} today, and will have to wait over a month to be reimbursed. But come XX/XX/2019 I will again have to pay another {$940.00} and then wait 8 days+30days+10 days to only be reimbursed for both XXXX and XXXX escrow payment. This does not see fair - so I am turning to you for help. I am hoping you can help me get this resolved as paying {$2300.00} to close my escrow, ( which I agree with ), but to then be told I have to keep paying my escrow on my XXXX and XXXX bill because it takes that long to close my escrow and then I have to wait 10 days to receive my {$1800.00} reimbursement, puts me in a tough financial situation. Thanks for your assistance with this.
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09/29/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Closing on a mortgage
- Trying to communicate with the company to fix an issue with the loan closing
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Web |
Older American |
Consumer Financial Protection Bureau RE : Property Address : XXXX XXXX XXXX, XXXX, CA XXXX Dear Officials : We, XXXX, and XXXX XXXX are writing to you to ask for your help on this matter pertaining to property at XXXX XXXX XXXX, XXXX, Ca XXXX, XXXX XXXX. We bought the property for my son, daughter in-law to be closer to us since they were expecting our first grandchild. We have been mistreated and have had this issue mishandled by XXXX XXXX XXXX XXXX who were the loan servicer for many years. This company has been purchased by an investment trust called XXXX XXXX XXXX XXXX who XXXX to now be handling the loan. We purchased the property in a foreclosure sale on XX/XX/XXXX, and have been trying to pay off the loan since purchase. We called and called many times to Rushmore with no help at all and they were always rude and loud to us. Finally, XXXX nice lady answered my email and said that they are waiting to confirm that you are the owner, even though we had sent them the copies of the deed in our name.
On XX/XX/XXXX we opened XXXX with XXXX XXXX XXXX, XXXX XXXX. She requested and demanded a couple of times for the payoff from XXXX with no response from them at all. Due to Rushmores nonresponse in providing the original note, we took it upon ourselves to send them {$100000.00} on XX/XX/XXXX to cover any late payments and principal, and also, we paid back taxes that were due to the XXXX XXXX. Unfortunately, to this day we still have not received a copy of the original note or the payoff demand. After they took the money, we think, the XXXX company computed the {$100000.00} divided by 12 months of a year and came up with 11.5 % which is unheard of!! Then XXXX started sending XXXX XXXX mortgage bills to pay them. We have repeatedly asked them to provide us with the original note, through emails, letters, fax, and certified mail without any response. XXXX has been very difficult to deal with, even rude, when we spoke to someone by yelling and saying we were not the owners, and now we are unable to speak with anyone and they give us the runaround without resolving the issue. They refuse to recognize XXXX XXXX as the owner and would only direct mail to the previous deceased owner and XXXX XXXX. I even had a hard time and was unable to retrieve the certified postal mail because they directed it to the deceased man.
Now XXXX has sold the note to XXXX XXXX company. We asked them in writing why the note and the loan was not offered to us!?! Now we have been getting foreclosure notices since XXXX, and all these multiple notices of default and foreclosures are directed now to XXXX XXXX, XXXX XXXX, and the Deceased! Suddenly now they are recognizing XXXX XXXX as the owner!!! It seems that we would have to start the whole process again with the new company XXXX XXXX, even though they should have all the paperwork from XXXX.
It has been a nightmare! I am XXXX XXXX XXXX ( with medical issues ), and my wife is XXXX XXXX XXXX, and we are tired and so worried that the property will be taken from under us. We have sleepless nights worried that we cant get through to the company to provide us with the information we have requested to pay them off with the fair value of the loan.
I am attaching more detailed information, which contains a copy of certified letter and other mail sent to XXXX XXXX XXXX XXXX This is a grave matter, and we are desperate and seeking your help. Since they have been sending us foreclosure notices since XXXX, we request your help urgently to have the XXXX XXXX XXXX XXXX XXXX XXXX us so we can make a fair payoff with the terms of the original loan.
Thank you for your help!
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08/22/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Servicemember |
XX/XX/2021 RE : Foreclosure Sale TS No : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX XXXX XXXX ext XXXX Mr Cooper Account Number # XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXXXXXX, TX XXXX XXXX Please stop the sale of our home. Request attached to this email. Please help, the auction sale is scheduled for Monday, XX/XX/2021.
I am at a critical point of our home ownership. I have in good faith tried to negotiate a modification for the life of my loan that is fair to the investors, servicer, and my family. I do understand that the bank does not have to offer or even extend any modification terms. I am not looking for handouts and we are fully aware of the moral hazard implications do not want to contribute to it.
I have utilized both chapter XXXX and chapter XXXX bankruptcy filings to place my family in a financial position to afford the mortgage, and to avoid foreclosure I have reduced and cut expenses in every way possible. I have utilized every legal remedy to save our home.
We have been told, by HUD agencies and credit counselors, that our front and rear end ratios regarding our income is sufficient to receive an affordable modification, however, the investor group has rejected every viable option to receive a life of the loan, an affordable mortgage solution to date.
On Monday, XX/XX/2021, if no resolution is in place by that time, our home will be sold. With the assistance of NACA, I have exhausted efforts to achieve an affordable mortgage, because the investors, to date, have denied any affordable mortgage for the life of the loan, because they have only extended payment plans that have been temporary and offered no long term solution.
If given the chance for a fair solution, we will be able to sustain mortgage payments for the life of the loan. I am now at the mercy of the servicer, the investors, and any efforts NACA can extend at this point. I pray that the investor team will have compassion and really work to help us maintain our home with a proprietary mortgage modification solution that is long term, affordable for all the stakeholders to include the investor and servicer. Please help, as this will be my last opportunity to maintain our home.
I have recommended many to NACA over the past 7 years, and many have received successful assistance, with permanent and affordable mortgage modifications. Although I have not received an affordable modification to date, I have always trusted in the NACA Save the Dream concept because I have seen the excitement of those I recommended who received help. Although I have never received a sustainable modification to date, I continue to recommend NACA to many people. I am hoping a final effort can be made for a modification on behalf of my family and our family of 7 is not displaced.
Our primary goal is, and has always been, to maintain our home and not displace our family. I realize this is an uphill battle, but I will not be able to be at peace if I do not try to use every possible option until the options have been exhausted for a modification that is for the life of the loan.
This issue has created tremendous anxiety and uncertainty, and I have the tremendous weight of this burden to ensure the stability of my family. I feel things are starting to cave in around me now and to have my family displaced during a pandemic is adding more to the fear.
If you can make a final attempt for a modification on my behalf, I would like to pursue the optionit is at least worth the effort.
Please help.
Sincerely, XXXX XXXX XXXX Address : XXXX XXXX XXXX XXXX CA XXXX ( XXXX ) XXXX XXXX XXXX
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09/07/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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On XX/XX/XXXX I was offered a forbearance plan by XXXX XXXX who is a subsidiary of Nationstar Mortgage I was told at the end of the forbearance period I would be eligible for a repayment plan, payment deferral or a loan modification I specifically asked would I have any problems at the end of the forbearance period to qualify for any of these options I was told No I would be eligible for at least one of these options At this point I agreed to the forbearance. On XX/XX/XXXX, my forbearance was over and I owed Mr. Cooper {$120000.00} XXXX immediately asked for my options and I was told I do not have any options available and I would have to pay this amount in full. I was heartbroken because they lied to me and there was no way I had this amount to give to the mortgage company at that time. I was told I was not qualified for a payment plan or a payment deferral but I could apply for a loan modification. On XX/XX/XXXX, XX/XX/XXXX, XXXX, XXXX, and XX/XX/XXXX I applied for loan modifications and I was denied every time for the same reason which was I would have an Insufficient monthly payment reduction. I applied for the loan modification every month because that is what I was told to do by the representatives at Mr. Cooper. They did not advise me at this time that I was denied for the same reason I am just finding this out today The underwriting department has rejected every option that was eligible for I have called Mr. Cooper on XX/XX/XXXX, XX/XX/XXXX, XXXX, XX/XX/XXXX, XXXX, XXXX, XX/XX/XXXX, XX/XX/XXXX, and today XXXX to see if there are any other options besides FORECLOSURE OR A SHORT SALE that I can qualify for and I was told No. It seems to me they are not interested in working with me to resolve this matter all they want to do is take my home from me. I have Stage XXXX XXXX XXXX raising XXXX children and everyday is a struggle I would have never agreed to a forbearance if I knew that this was going to be the outcome. I can not sleep at night knowing that me and my children might be homeless and I am going to lose my house that I have worked so hard to keep during this trying time in my life. I never was told that these options were AVAILABLE I was told that I would be ELIGIBLE to take at least one of the options that will be offered to me. The resolution that I am looking for is for Underwriting to look at my account and come up with some type of plan to help me stay in my home. I have funds to apply to my account because I was saving the money I could for my mortgage during the pandemic I just do not have {$19000.00} The HAF is closed in my state of New York and we do not have a date on when it will open back up but I am on the waiting list for HAF. The amount that was owed when the forbearance was over in XX/XX/XXXX was {$120000.00}. Why is it that I am responsible for {$19000.00} I should be able to have an option to repay {$120000.00} because that was the amount that was due at the end of the forbearance. At this point the amount is not the issue it is the options that are available to me that is the issue I would like for Mr. Cooper to stand on their word and offer me a resolution besides a FORECLOSURE or a SHORT SALE I tried reaching out to Mr Cooper more than enough times The time I am spending on this mater is highly overwhelming and is causing lot of undue stress in my life The representatives for this company gave out false information about the forbearance process and now I am the one paying for their mistakes and now I might lose my home That is beyond unfair practices that they are doing at Mr. Cooper Can you please assist me with this matter Thank You
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11/02/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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Was told in the purchase process that I could choose any homeowners insurance I wanted. Then I was told that the homeowners insurance I choose which was a 10 % deductible plan was not allowed, and I would need a homeowners insurance with a 5 % deductible. This adds a {$600.00} cost to the mortgage. This means I'm required to pay 1 % of the price of my home just for home owners insurance that covers nothing except fire ( house is too old for foundation coverage or roofing coverage ).
Their last email from me ( before rejection was ) -- -- Thank you for your call yesterday and yes this exactly what we are looking for.
Have a wonderful rest of your day -- -- Here is the email I sent with my dates and times, -- -- I asked XXXX prior to XX/XX/XXXX what was needed for the homeowner 's insurance. I was told any insurance we found would work. I wrote to XXXX XXXX 11 days ago ( XX/XX/XXXX ) and said this, > What is the requirement for Homeowners Insurance? Will this work? When can we touch base on the other things requested?
I provided to him in the request a quote ( the same one I went with ) that clearly on page two stated there was a 10 % deductible -- it's at the top. Seven days ago I sent a follow up message on XX/XX/XXXX and asked, > Can I get a follow up as to whether or not this insurance is approved? I would like to finalize it ASAP.
I immediately got a message back from XXXX ( same day ) ( XX/XX/XXXX ) > Your agent isnt able to send us docs we need w/o you finalizing the quote to bind it to a policy. Once you do that, we will have a copy in hand to review.
Of course I have no idea what you need, but even she finds this awkward as I ask her the same day and she says, > Odd that they won't approve or disprove the deductible just looking at the quote. I can go ahead and bind coverage On XX/XX/XXXX I ask her to finalize the quote.
On XX/XX/XXXX I write to XXXX another email subject " Status on quote '' about homeowners insurance and I'm told > This is what my assistant just told me : they said they been going back and forth through email yesterday and it would be best to let the borrower know to call and finalize it I follow up within the hour and say, > I did that she asked me if she could finalize it and i said yes.. I have no idea what that even means. Am i supposed to pay her and is this appoved?
At this point it's clear no one knows what they're doing so I start calling. On XX/XX/XXXX ( next day ) I follow-up placing two calls to XXXX before calling XXXX. XXXX tells me very explicitly ( 1 ) any insurance will work ( 2 ) that the insurance is for us ( 3 ) Mr Cooper doesn't care about my deductible.
Of course none of this is on your website ( ie, not a single mention of a 5 % deductible ) https : //www.mrcooper.com/support/escrow/insurance I shopped around for this quote with all the information you had provided me, and even requested more information on multiple occasions. Now this is what I want from you : where is the underwriting criteria of 5 % deductible written down? What document specifies what homeowners insurance I need to carry as a term of this mortgage? I read everything ( that I could find ), called everyone ( multiple times ), asked on multiple occasions, and shopped for a homeowners insurance provide and coverage I was comfortable with.
The difference here between premium on a 5 % deductible and a 10 % deductible is $ XXXXyear. That's a lot of money. I'm putting 20 % down on this property. The LTV is 80 %. I can show funds for another 10 % if needed. I should not be forced to pay {$600.00} a year more to cover a 5 % lower deductible.
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09/11/2020 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Older American, Servicemember |
To whom it may concern, I'm a XXXX year old XXXX XXXX XXXX veteran and have a home loan with Mr. Cooper.
MR. Cooper XXXX XXXX XXXX XXXX XXXX, TX XXXX ( XXXX ) XXXX My name is ******* ******* and my account number is *********. I'm a XXXX year old veteran of the XXXX XXXX XXXXXXXX and I have my home mortgage with MR. COOPER.
In XXXX and XXXX of 2020, I fell behind on the mortgage payments due to medical conditions that delayed me from making my payments.
On XX/XX/XXXX I spoke with a representative at Mr. Cooper to make my payments. The representative briefly explained to me that because I missed two payments I qualified for a modification program and once I was placed into the program I would just continue to not make payments until the modification trial period was complete. Then at the end of the trial they would put me in the modification.
XXXX and XX/XX/2020 : I did what I was instructed and then as of XX/XX/2020 we completed the modification process was complete.
XX/XX/2020 : My family and I decide we would like to buy a new and try to obtain financing. Immediately we run into problems with are credit score. Well, I've come to find out that my credit has been severely damaged due to the modification process.
XX/XX/2020 : I get a copy of my credit report from a mortgage lender and they explain to me that Modification has not negatively impacted my credit by is also preventing me from qualifying for any loan programs because MR. COOPER marked me late 3 30 day late payments and 60 late from XXXX thru XXXX of 2020.
XX/XX/2020 : I called Mr. Cooper and spoke with XXXX at XXXX. I explained how my credit was being impacted and took fault for XXXX and XXXX late payment but asked them to remove additional late payments in XXXX for 30 days late and XXXX for 60 days late from my credit report. I explained to XXXX that it was Mr. Cooper who was negligent for not explaining the adverse effects this modification program would have on my credit. XXXX told me there was nothing she could do for me at this point and I would have to contact a special department to try and dispute the issue. I was told the department could only be mail or email. XXXX told me they will respond within 24-48 hours. I asked what my next step would be if I didn't hear back from them, XXXX told me to call her.
XX/XX/2020 XXXX am : Email is sent to the Mr.Cooper department XX/XX/2020 : Still no email response XX/XX/2020 : Still no email response and I left voice message for XXXX XX/XX/2020 : No email response and left voice mail for XXXX again.
XXXX XXXX 2020 : Call MR. Cooper and talk to another rep, that Rep messages XXXX and tells me that XXXX will call me tomorrow. The Rep also tells me Mr. Cooper does not have my proper mailing address on file and we correct it. I'm told Mr. Cooper has been trying to mail important documents to me and they have been returned to MR. Cooper by the post office.
XX/XX/2020 : No email response and no return call from XXXX.
In summary, my complaint is that Mr. Cooper acted with negligence by not providing me and not explaining to me the adverse negative impact that the modification would have on my credit and my ability to obtain any financing in the future.
I was never told and it was never made clear to me, about the negative impact this course of action would take on my credit and it is creating a tremendous hardship on me and my family.
I will be honest and tell you I'm a little XXXX XXXX XXXX and not very good at technology. In fact my Realtor has set this email up for me and is typing this for me as I'm a dinosaur when it comes to this stuff.
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05/09/2023 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
Estimated Timeline about MrCooper issues MrCooper purchased mortgage from old lender XXXX between XXXX thru XX/XX/XXXX was told mortgage was still in limbo because of the purchase of one lender to another.
XX/XX/XXXX was told they were going to begin the process for the forbearance plan pay back that XXXX started, and nothing was needed at that time.
XX/XX/XXXX MrCooper told me that they were going to start a new process for the pay back cause current one was not the right one.
Between XX/XX/XXXX to XX/XX/XXXX, I filled out the same paperwork on 4 different occasions. The first time was because my husband and I forgot to sign and date one paper and they wanted the whole packet redone, the second time MrCooper did not like how dates were written by the notary the sent, third time they said they lost the paperwork, and by the fourth time they said they were having us fill out the wrong paperwork and they stated they would send the right documents to fill out. During these times I was told not to pay anything until the paperwork was done I waited to receive the documents via mail and never did. I never received any emails and ended up calling and they did not send the paperwork via email till the end of XX/XX/XXXX I have been sending out the same documentation since XX/XX/XXXX up until XXXX. I have been told that the document I have sent in has been unable to be read but they were PDF files and the agents on the phone said it made no sense cause they have been able to read the files just fine, Ive been told that we need award letters for my 401K and my husbands TSP. I explained to them over the phone on several occasions over the months that the documents I sent show the amounts with the retirement plans, our names, and addresses. I explained to them the amount of {$16000.00} and some change was the combined amounts for my husband and I retirement plan thet we do not have access to and can not touch.
MrCooper has escalated the same issue multiple times and every time gets denied and I still receive the same message from the phone calls that the images are too blurry or that the award letters Ive sent are not sufficient.
We have received a letter date for XX/XX/XXXX, stating they will begin the foreclosure process XX/XX/XXXX if we do not pay {$31000.00} in a lump sum payment.
After receiving the letter I called on the XXXX of XXXX and was told that I need to remove the {$16000.00} and change from the XXXX paperwork and resend the information I sent the email on the XXXX of XXXX to MrCooper with an explanation of the removal of the amount as advised by an escalation specialist.
I called today XX/XX/XXXX to determine where we were at, and they said the underwriter had not gotten to the email yet. The representative on the phone asked if I could satisfy the above-mentioned amount. I told her No. All these paperworks Ive been filling out is supposed to be to help to setup and start a payment plan to pay it back the amount.
At one point between XX/XX/XXXX and XX/XX/XXXX I called to inquire and the SCRA to which a Mr Cooper Representative said he will have to transfer me to that department ( MrCooper Military family team ) and also gave me the phone number ( XXXX ). I informed the representative of that department was going on and how the process has been taking a almost a year of both back and forth. That Representative told me, my husband and I do not qualify for SCRA. I questioned it and told that representative That doesnt make sense. My husband enlisted back in XXXX and we purchased the home in XXXX. All he said was sorry you dont qualify for the SCRA .
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07/07/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Our mortgage loan was sold to Mr. Cooper in approximately XXXX. We have made our regularly monthly payment on time each month. Beginning in XXXX of XXXX, we began making additional principal payments to amortize the mortgage more quickly. For the first few months it was only an additional {$200.00} or so. In XXXX, we started increasing the additional principal to around {$1600.00}. For the first month or two, it was being applied correctly, but as I was making the XXXX payment online, I noticed their system showed my payment due for XX/XX/XXXX, not XX/XX/XXXX. In looking back at the payment history, Mr. Cooper had reversed the payments we made and applied them as a regular monthly payments not giving us any credit for the additional principal. I called several times and spent several hours on the phone trying to get it fixed. They assured me it was rectified. I made the XXXX and XX/XX/XXXX payments ( in Mr. Cooper 's online system ) with additional principal and then started getting calls from them asking when I would make my XXXX payment. I assured them I had made the payment ( with additional principal ). They initially could not find the payment, but eventually did locate the funds. At this point, I went back to their online system and found that someone had retroactively adjusted my payments back to XX/XX/XXXX. By doing this, they are removing the extra principal payments ( thereby charging more interest than is owed ) and pushing out the " next payment date '' each month.
After having spent another hour or two on the phone, I was told the issue was fixed and their system hierarchy was changed to apply excess funds to principal and not apply as the next payment due. For XXXX, XXXX, and XXXX, it appeared the payments were being applied correctly with the appropriate additional principal applied. As I logged in on XX/XX/XXXX to make the payment, I noted my next payment due was for XXXX. I looked back at the payment history and again Mr. Cooper had reversed and reallocated my payments for XXXX, XXXX and XXXX of XXXX. As a result, they show my principal balance as being approximately {$4000.00} higher than it should be.
I am in the real estate finance business, so I understand how mortgages and mortgage payments work. I fear the average person would not likely have picked up on what was wrong and would be paying more in interest than is legally owed. This is effectively prohibiting prepayment of the mortgage and amounts to a systemic predatory lending practice. I have repeatedly tried to work this out with Mr. Cooper and have been told each time it would be fixed. I logged in again today XXXX XX/XX/XXXX XXXX to see if the adjustments had been made. Not only had they not fixed the issue, the payment for XX/XX/XXXX was reversed and applied as a standard payment. My loan now shows due for XX/XX/XXXX rather than XX/XX/XXXX. I made the XXXX payment through their online system which allows for an additional principal payment. I did this with a Mr. Cooper representative on the phone telling me that is how it should be done. I have a download of the payment history in which you can see all the reversals of payments. Its become so confusing that it is nearly impossible to follow. I have also prepared a spreadsheet showing how the payment should have been applied. The result is that Mr. Cooper has my loan balance at {$54000.00} when it should be approximately {$51000.00}. I say approximately as I cant exactly replicate the interest portion and due to all the payment reversals, I cant use Mr. Coopers data. I would very much like to discuss this with someone.
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08/20/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
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Hello, I am again writing in to get assistance with an issue that I been having regarding a loan modification which I was approved for in XXXX of XXXX.
My name is XXXX XXXX and I am currently a mortgage account holder with Mr. Cooper. I currently reside at the address that is associated with the loan at XXXX XXXXXXXX XXXX XXXXXXXX XXXX, CA XXXX.
Up until XXXX of XXXX, my mortgage was owned by XXXX XXXX. At this time, I was nearing the end of my COVID forbearance plan with XXXX XXXX and had accepted a loan modification offer presented to me from XXXX XXXX ( acceptance letter is attached ). The terms of this modification are as follows : Interest rate of 3.25 % Principal and interest : {$1000.00} Escrow : {$370.00} Total monthly payment : {$1300.00} The issue arises when almost immediately after the date of this acceptance letter, XXXX XXXX sold my loan to Mr. Cooper.
I spoke to a representative on XX/XX/XXXX and that representative informed me that XXXX XXXX never drafted, nor sent the required documents to me to sign, notarize, and send back to accept this offer and that representatives from the loan modification department would draft a new loan modification reflecting the terms previously accepted from XXXX XXXX. The good news is that I did receive that letter which was dated XX/XX/XXXX. The terms of which are listed in the letter that is attached. The terms listed are acceptable and I was happy to proceed. Like the letter states, I will need to accept a separate package that will instruct me on what to complete to accept the offer by the deadline ( which was not provided in the letter ). It has now been more than two months since the date of that acceptance letter, and I have yet to receive the package that was to be sent to me. I have reached out to Mr. Cooper inquiring about the status of what is going on and I am getting representatives who are still not willing to help or willing to escalate my problem. I have received multiple hand delivered notices stating that my forbearance has ended and claiming that I have not been making my payments ( which I have been ). I have paid the modified amount on time each month since XXXX ( as I was advised to do so by a Mr. Cooper representative ).
I have emailed XXXX XXXX who was our primary loan representative at that time, as well as the modification department and still, no response. I am being caused serious stress over this situation. The constant stress over whether or not I will lose my home, even though I am paying my mortgage on time each month since my COVID forbearance ended and I have now been approved twice for my loan modification but I am not getting the opportunity to actually accept it, is undoubtedly causing undue stress mental anguish to me, and my family. I ask politely that this issue be fixed immediately, as I have already gone through enough in the past eight months due to the problems I have faced with Mr. Cooper and its representatives.
I am reaching out as another attempt to have this issue escalated and resolved. I have entered in to a modification with my previous mortgage company at specified terms which must be honored. I am not at fault for the fact that XXXX XXXX did not send the documents needed to finalize the agreement, nor am I at fault for the fact that XXXX XXXX sold my loan before finalizing my modification. This is now 8 months in the making that I have been going back and forth with Mr. Cooper. I need a solution to this issue now. I need to be expedited the documents in order to accept my modification and it needs to be back dated to XX/XX/XXXX.
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09/30/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Servicemember |
MR. COOPER AKA NATIONSTAR MORTGAGE ( XXXX XXXX ) Mr. Coopers business representatives are not bankers and have no idea on how to service a loan. Their data base is an old DOS ( over 18 years old ) which is so outdated that their departments do not communicate with each other so they cant correct their errors. Therefore they are continuously practicing illegal mortgage practices by overcharging their customers excessive fees and interest. They have class action lawsuits against them in several states. As of XX/XX/XXXX, lawsuits filed against Nationstar Mortgage include breach of contract, unjust enrichment and fraud claims, according to XXXX XXXX XXXX and the XXXX XXXX XXXX. Other lawsuits allege Fair Debt Collection Act and Fair Credit Reporting Act violations. See the following : 1 ) Nationstar ( aka Mr. Cooper ) reaches {$17.00} XXXX mortgage settlement with NYDFS 2 ) Nationstar ( aka Mr. Cooper ) reaches $ XXXX mortgage servicing settlement with California 3 ) Massachusetts hits Nationstar ( aka Mr. Cooper ) with fine, sanctions over servicing abuses 4 ) The beneficiaries of a New Jersey Estate has filed a lawsuit Pro Se with Docket number 3:18-cv-12085-FLW-DEA in US District Court , New Jersey against Mr. Cooper, the renamed mortgage servicing company once called Nationstar Mortgage over their claims of wrongful acts and allegations of fraud which has resulted in attempted foreclosure.
We just came out of a bankruptcy program at the end of XXXX XXXX.The courts notified Mr. Cooper and asked them if we good and they said yes so the bankruptcy courts could close our case. So we tried to refinance at the end of XXXX and in XXXX of XXXX too but due to their errors we got denied twice. They put {$78000.00} in a suspense account instead of directly applying the payments from the courts to our mortgage. When XXXX came someone at Mr.Coopers mortgage company tried to put the money here and there but they didn't put that money where it should have gone. We couldnt get Mr.Cooper to comply and correct their errors by phone or in writing. After several months of contacting them we also had to file a lawsuit against them. They breached the deed of trust and violated WCPA ( Washingtons Consumer Protection Act ) 1 ) They misrepresented the status of our account to the bankruptcy court and did not apply the payments until XXXX which created a deficiency not disclosed to the bankruptcy court and/or waived by Mr.Cooper through their omission.
2 ) They charged us costs and fees that were discharged by the bankruptcy court.
3 ) They overestimated our payoff and claimed we were delinquent in the mortgage verification that they provided to a 3rd party.
4 ) They charged us foreclosure fees that were duplicative, unlawful, deceptive or unfair.
5 ) They failed to comply with RESPA by including unlawful fees in the periodic statements. 6 ) They have failed to comply with Regulation X by not timely or accurately responding to our requests
7 ) They breached the contract by engaging in the above-referenced conduct.
8 ) They breached their implied duty of good faith and fair dealing.
9 ) They charged us property inspection fees that are unlawful pursuant to RCW 7.28.230 Mr.Cooper is going to continue practicing illegal mortgage practices which is unfair to their customers who dont have the money to fight them unless they are put out of business. They are crooks who would rather pay out millions in lawsuits than update their DOS data base system. They can not afford to update their system to correct their numerous errors and they should not be in business at all.
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04/24/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account information incorrect
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Web |
Servicemember |
The compliant is with Nationstar, dba, Mr. Cooper. Our issues are inaccurate credit reporting of mortgage payments from XX/XX/XXXX to XX/XX/XXXX reported on credit reports ; falsely representation of a Forbearance Agreement ; failure to submit justification to refinancing lender for the inaccurate information and credit reporting ; failure to terminate Private Mortgage Insurance ( PMI ) and issue escrow refunds. The compliant is being submitted after attempting to refinance our mortgage with a different lender and informed of the mispresentation of our credit.
On XX/XX/XXXX, we were contacted by our refinancing company to provide a Forbearance Agreement because our credit file read there were no mortgage payments made from XX/XX/XXXX through XX/XX/XXXX.
I informed the refinancing company that we have no knowledge of a Forbearance Agreement and the information on the credit reporting is not accurate. I continued to explain that we made all of our mortgage payments to Mr. Cooper, which was our mortgage company at the time. Our mortgage was transferred to another mortgage servicer in XX/XX/XXXX.
I was advised to contact and request the Forbearance Agreement from Mr. Cooper by the refinancing company to proceed with our refinancing process.
Immediately, I contacted Mr. Cooper to request the agreement. After numerous transfer of calls and speaking with several customer service representatives, they stated there is no Forbearance Agreement and missed payments for the account. I did requested a letter stating no forbearance to provide to the refinancing company, so that I can proceed with our refinancing process. I was informed there is no letter for this request, but I could forward an email to request additional service with my concern.
For consideration of my concern, one of the representative did offer to send an email on my behalf, and she provided me with a case number.
After an hour on the phone with Mr. Cooper, I called our refinancing company back with the information. The refinancing company stated they needed documentation to continue with our refinancing process. So, we both contacted Mr. Cooper. And, the results were the same as when I placed the call.
The refinancing company and myself sent an email to : XXXX Listed below is the email sent by me : We are writing to request a letter stating there is no Forbearance Agreement and dispute the credit reporting of missed payments from XX/XX/XXXX through XX/XX/XXXX for Account # xxxxx.
Currently, we are in the process of refinancing our home, located at xxxx. And, we have been informed by the refinancing company that the credit reporting reads forbearance and missed payments from XX/XX/XXXX through XX/XX/XXXX.
Today, XX/XX/XXXX, after speaking with several of the customer service agents of Nationstar, aka Mr. Cooper, there are no Forbearance Agreement and missed payments for the account.
Please forward a letter stating theres no Forbearance Agreement within 10 days to expedite the refinancing of our mortgage. Also, please update my credit file to read no missed payments.
If additional information is needed, please contact us.
Sincerely, Homeowner Names In addition to inaccurate credit reporting of mortgage payments on credit report, Mr. Cooper has failed to submit justification to refinancing lender and to remove the errors filed on credit report. During the duration of our loan from XXXX, we have been paying for PMI and no refund from escrow. We have been with the new mortgage servicer since XX/XX/XXXX, and we have received two refund checks and no longer paying PMI.
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04/24/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account information incorrect
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Web |
Servicemember |
The compliant is with Nationstar, dba, Mr. Cooper. Our issues are inaccurate credit reporting of mortgage payments from XX/XX/XXXX to XX/XX/XXXX reported on credit reports ; falsely representation of a Forbearance Agreement ; failure to submit justification to refinancing lender for the inaccurate information and credit reporting ; failure to terminate Private Mortgage Insurance ( PMI ) and issue escrow refunds. The compliant is being submitted after attempting to refinance our mortgage with a different lender and informed of the mispresentation of our credit.
On XX/XX/XXXX, we were contacted by our refinancing company to provide a Forbearance Agreement because our credit file read there were no mortgage payments made from XX/XX/XXXX through XX/XX/XXXX.
I informed the refinancing company that we have no knowledge of a Forbearance Agreement and the information on the credit reporting is not accurate. I continued to explain that we made all of our mortgage payments to Mr. Cooper, which was our mortgage company at the time. Our mortgage was transferred to another mortgage servicer in XX/XX/XXXX.
I was advised to contact and request the Forbearance Agreement from Mr. Cooper by the refinancing company to proceed with our refinancing process.
Immediately, I contacted Mr. Cooper to request the agreement. After numerous transfer of calls and speaking with several customer service representatives, they stated there is no Forbearance Agreement and missed payments for the account. I did requested a letter stating no forbearance to provide to the refinancing company, so that I can proceed with our refinancing process. I was informed there is no letter for this request, but I could forward an email to request additional service with my concern.
For consideration of my concern, one of the representative did offer to send an email on my behalf, and she provided me with a case number.
After an hour on the phone with Mr. Cooper, I called our refinancing company back with the information. The refinancing company stated they needed documentation to continue with our refinancing process. So, we both contacted Mr. Cooper. And, the results were the same as when I placed the call.
The refinancing company and myself sent an email to : XXXX Listed below is the email sent by me : We are writing to request a letter stating there is no Forbearance Agreement and dispute the credit reporting of missed payments from XX/XX/XXXX through XX/XX/XXXX for Account XXXX XXXX
Currently, we are in the process of refinancing our home, located at XXXX. And, we have been informed by the refinancing company that the credit reporting reads forbearance and missed payments from XX/XX/XXXX through XX/XX/XXXX.
Today, XX/XX/XXXX, after speaking with several of the customer service agents of Nationstar, aka Mr. Cooper, there are no Forbearance Agreement and missed payments for the account.
Please forward a letter stating theres no Forbearance Agreement within 10 days to expedite the refinancing of our mortgage. Also, please update my credit file to read no missed payments.
If additional information is needed, please contact us.
Sincerely, Homeowner Names In addition to inaccurate credit reporting of mortgage payments on credit report, Mr. Cooper has failed to submit justification to refinancing lender and to remove the errors filed on credit report. During the duration of our loan from XXXX, we have been paying for PMI and no refund from escrow. We have been with the new mortgage servicer since XX/XX/XXXX, and we have received two refund checks and no longer paying PMI.
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03/10/2021 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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To whom it may concern.
I am filing a formal complaint against MR. Cooper loan company, for Loan # XXXX Located at XXXX XXXX XXXX XXXX. XXXX, GA XXXX to remove my ex-husband 's name from the Loan.
After many unsuccessful attempts with my mortgage company to remove my ex-husband 's name from my loan despite quit claim deed proving that property has been transferred to my name solely and recorded in the county. I decided to contact you for help.
Details : Me ( XXXX XXXX ) and my ex-husband ( XXXX XXXX XXXX ) owned property together, however after our divorce, precisely in XXXX, my ex-husband did not want to deal with the property, so I paid him, and he transferred the property % XXXX to my name. ( attaching Quit Claim Deed ), We went to a lawyer, completed the process, and transferred the property to my name because he wanted no liability with the house. ( during the market crush, I took the risk ) Mortgage company Issue : My mortgage company has declined, multiple times to remove his name from the loan. So, in XXXX when the pandemic hit us, ( my current husband lost his job ), so, mortgage company offered us a forbearance program, helping us. Again, we have not paid our mortgage for 12months, due to covid19, job loss, income, etc.
Now, that the forbearance is ending, they sent me paperwork for the partial claim modification, ( this was never mentioned to me previously ) Documents that I must sign for them to approve/finish the forbearance program, however, they are demanding that I have my ex-husband sign the partial claim documents in order to move on with the forbearance. I have sent them the Quit Claim Deed as proof that he has not been liable, nor been part of this house for the longest, they acknowledged that the property is recorded under my name XXXX XXXX in XXXX County, but they are still declining to accept only my signature on these partial modification documents. They want me to go look for my ex. have him sign the partial documents, or come up with {$8000.00} to pay the entire back balance for the twelve months that was not paid during covid19, or maybe lose my house.
How is possible, they are asking me to look for my ex. husband? Why do they put me through this difficult situation? the property has been mine for over a decade, legally transferred to my name, I have been solely responsible with my current husband for this property, we have always paid on time until covid19 affected us ALL.
When I asked my mortgage company to do an assumption, to avoid the requirement of my EX. Husband 's signature on this partial claim, they declined again stating No, you will only be able to do an assumption until this partial claim is completed. Subsequently, you must pay another {$10000.00} to do the assumption.
My mortgage company just wants the money, they care less about their customers.
Mr. Cooper do not want to make an effort to fix my problem and remove my ex-husband from the LOAN. Again, or accept my only signature on the current partial modification. XXXX XXXX XXXX has already transferred the property to my name and wanted out of this house completely. This issue has been dragging for years. I need them to take this complaint/request seriously. I am not guilty that covid19 affected us, they never explained this to me, they made it seem so easy, they have never ever mentioned or explained this is considered a modification, or there will documents that you must sign, they made it seem so simple, and just the amount will be moved to the end of the mortgage, never have a modification been mentioned during the forbearance
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11/27/2018 |
Yes |
- Mortgage
- Reverse mortgage
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- Trouble during payment process
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Web |
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My complaint against XXXX XXXX is threefold : 1. Unfairly started the foreclosure process and refused to rescind it when I tried to explain the mistake.
Details : My father, who passed away in XX/XX/XXXX, had a reverse mortgage on his home. At his passing, XXXX XXXX gave me three deadlines for sending them information to allow my family 1 year from my dad 's death to sell the home. The first deadline was XX/XX/XXXX. By that date they needed a letter of intent to sell, a copy of the trust, death certificate, and realtor 's agreement. All information requested was faxed by the first of XX/XX/XXXX with the exception of the realtor agreement because we were unclear as to what to send as we wanted to sell the home by owner. XXXX said that the online ad would work, so that was sent to XXXX. Then we received a letter saying that we were still not compliant. I called XXXX. The customer service person told me the ad had been rejected because the picture did not include a " for sale by owner '' sign with the house. The sales rep had instructed me to add the picture, then email her the ad link and she would mark the deadline as having been met. My brother added the required photo of the house and for sale sign and I sent the Customer service rep the link on XX/XX/XXXX as directed. I have that email in my sent folder. In XXXX, I received letters from an Attorney 's office in XXXX notifying me that the house was in foreclosure because we hadnt met the deadline. XXXX apparently has no notes or recollection of the XXXX conversation about the XXXX ad for our home, nor do they have any recollection of receiving an email with the ad proving the house is really on the market. They assured me that, though sorry, there was nothing they could do at this point to help me. Again, I have the email and address of the representative that I talked to in XXXX well before the XXXX deadline.
2. XXXX sent a company, named XXXX XXXX to our home. They leave yellow notes on the door threatening to change locks and winterize our home. This makes it difficult to sell the home.
Details : Even though I called XXXX XXXX, they still leave signs on the door. This makes it difficult to sell the house. When people stop by to look, they can tell from these signs that there is trouble brewing and they dont want to pay a fair price for the home.
3. XXXX called our property insurance company and cancelled our insurance.
Details : In XXXX, I received a letter from XXXX stating that our property insurance would be cancelled on XX/XX/XXXX at the request of the owner. I am the owner via the trust and I did not cancel our insurance. I paid the full years insurance out of the trust account and expected the insurance to be good through XX/XX/XXXX. On calling XXXX, they resolved the problem, but it still bothers me that XXXX would call them and cancel it behind my back.
This experience leaves me wondering about the honesty of XXXX XXXX and all of their side companies. My guess is that when they saw the ad for the house, they noticed the {$300000.00} difference between what was owed on the reverse mortgage and for what we thought we could sell the house. This flagged our property as one on which they could make a profit. Conveniently, not accepting the for sale by owner ad and pretending it never was sent to them, either not recording notes of telephone conversations or removing them, marking up our house as abandoned to make it difficult for us to sell, and cancelling our insurance to give them another justification for taking the house is a rotten, unethical deal.
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02/10/2020 |
Yes |
- Mortgage
- Reverse mortgage
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- Struggling to pay mortgage
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Web |
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DUAL TRACKING VIOLATION ( S ) AGAINST - Nationstar Mortgage LLC d/b/a Champion Mortgage Company Servicer : Nationstar Mortgage LLC d/b/a Champion Mortgage Company Loan # : XXXX Estate of XXXX XXXX XXXX / XXXX XXXX XXXX XXXX ( Legally Named Heir ) Property Address : XXXX XXXX XXXX, XXXX, VA XXXX Trustee Sale Date : XX/XX/2020 To whom it may concern : This is my 2nd CFPB Complaint against Nationstar Mortgage LLC d/b/a Champion Mortgage Company ( Champion ) regarding the subject property. I have an open and active loss mitigation file with Champion Mortgage Company ( Champion ) wherein I am working with a Short Sale Specialist to refi my deceased parents reverse mortgage regarding the above-referenced property ; or in the alternative purchase same for 95 % of current market value. Yet the foreclosing attorney has scheduled a sale date for XX/XX/2020.
This is an open and active loss mitigation file. On XX/XX/2020 I received an email from Champions Short Sale Specialist stating that my Appraisal had expired and that she would need to order another one. As it turns out, that was a drive-by Appraisal to be conducted by one of Champions in-house Appraisers.
As recent as XX/XX/2020 I emailed the Short Sale Specialist requesting info about the Appraisal as I needed to give it to XXXX XXXX whom I had been working with to purchase/refi the XXXX XXXX XXXX property. On the same day, XX/XX/2020, she responded to me stating that a drive by Appraisal wouldnt work and she would order full appraisal from Champions in-house Appraiser.
On XX/XX/2020 I received notification from the Client Service Specialist from XXXX advising me that Champion had placed an appraisal order for XXXX XXXX XXXX and they had assigned it to one of their appraisers.
As a result of all the information and activity described herein above, there is no reason for me not to believe that I am still in Loss Mitigation with Champion. No one has informed me that I am no longer in Loss Mitigation. I have not received any communication via email, letter, telephone or otherwise that my file is closed and no longer open! Yet, Champions foreclosing attorney has scheduled a Trustee Sale date for XX/XX/2020 however, Ive not been notified by anyone. I was told by Champions Short Sale Specialist that she would let me know if a sale date was scheduled and to date she has not advised me of any sale date, especially not XXXX XXXX. Let me emphasize that this is the same Champion Short Sale Specialist who just ordered the appraisal to determine the payoff amount for my lender.
I am being treated unfairly. I am complying with everything they have requested of me, yet they are trying to take the property which I inherited from my late father. I have kept the insurance and property taxes current throughout this entire process and they are still current today. I need help to stop this foreclosure immediately! I have an open lawsuit with U.S. District Court Eastern District of Virginia and I feel that I need the additional protection that is provided by the CFPB. The CFPB 's mortgage servicing rules ensure that borrowers in trouble get a fair process to avoid foreclosure. Restricted Dual-Tracking : Under the CFPB 's new rules, dual-tracking when the servicer moves forward with foreclosure while simultaneously working with the borrower to avoid foreclosure is restricted. Again, I need CFPBs assistance in stopping this sale as soon as possible. Please help me. If you need any additional information from me to assist you in quickly resolving this matter, please contact me at Thank you.
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03/27/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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I received today XX/XX/XXXX from the XXXX XXXX, XXXX that my house has been scheduled for public auction sale on the XXXX of XX/XX/XXXX while at the same time a Short Sale which has been approved by Mr. Cooper is still in progress ; a violation of Dual Tracking law in Virginia as well as by the Federal law. XXXX XXXX, XXXX claimed that the advertisement about the sale is enclosed in the Auction Sale letter I just received today ; that is a lie because I could not find such advertisement enclosed in the letter.
On XX/XX/XXXX I received a letter that was dated XX/XX/XXXX from Mr. Cooper and I quote " If you are not able to continue voluntarily paying the mortgage, your best option may be to find more affordable housing. You may be able to either surrender your home through a Deed in lieu of or sell your home and use the proceeds to pay off the loan, even if the proceeds are not enough to pay the loan in full ( short sale ). '' I asked my Sale Agent to call Mr. Cooper for Short Sale approval. She did and the Short Sale was approved. She was told that in order to proceed with the short sale we must participate in Mr Cooper Short Sale Validation Program and asked to submit certain documents which she did, The Terms and Conditions said and I quote " You ( that is me ) are responsible for all maintenance and expenses on the property through the date that it is sold. '' That was exactly what I did and vacated the house, The house was sold through an Auction Sale scheduled by Mr. Cooper on XX/XX/XXXX and XXXX of XXXX. There was an offer made and Mr. Cooper accepted and approved the offer. In fact I had a client who gave Mr. Cooper an offer in the XX/XX/XXXX and Mr. Cooper rejected the offer and said that the offer {$520000.00} was too small. On XX/XX/XXXX, I was no longer living in the house and I got a call from the XXXX County Sheriff that the interior of my house was severely damaged. I asked the sheriff how. He told me the interior was damaged by pipe bust in the house due to the cold weather. He instructed me to get in touch with my mortgage company and the Insurance company immediately which I did. Despite the damage, the Offeror at the Auction Sale is still interested in buying the house. Mr. Cooper was told about the Offeror 's intention and according to my Sale Agent Mr. Cooper has arranged for Appraisal Ccompanies to appraise the house so that they can re-negotiate a new offer with the original Offeror. The appraisal was completed on XX/XX/XXXX according by a representative at Mr. Cooper Short Sale department, and we still have haven't heard from Mr. Cooper as of the time of my complaint about the appraisal result. Instead, I got a letter from the XXXX XXXX, XXXX that my house is now scheduled for Auction Sale on XX/XX/XXXX. What Mr. Cooper know how to do best is to foreclose. Nationstar, now Mr. Cooper know how to move with bolt and lightning to foreclose on a mortgage but very very slow at snail 's pace to do other things like Loan Modification and Short Sale. This is because Mr. Cooper will benefit more on foreclosure as opposed to Modifications and Short Sale. Mr. Cooper has again engaging in playing hard ball as usual, engaging in delaying tactics, lies, giving dancing around and asking for documents to be submitted over and over again. I was told today again to ask my Sale Agent to submit HUD documents that she had already submitted in the pass. The name of the person I spoke to today is XXXX of Mr. Cooper Short Sale department. I am finding it very hard why Mr. Cooper is playing this kinds of dirty game.
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12/28/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
I refinanced my home on XX/XX/XXXX with XXXX Mortgage. Nationstar Mortgage XXXX dba Mr. Cooper purchased the mortgage on XX/XX/XXXX, but did not notify me until they mailed a letter on XX/XX/XXXX ( by that time I had made my XX/XX/XXXX payment to XXXX. The payment got lost and was never credited -- but that is not the subject of my complaint ).
XXXX & Mr. Cooper escrowed my home insurance and property tax payments. I made all payments on time and in full. My XXXX XXXX XXXX XXXX expired on XX/XX/XXXX. Mr. Cooper did not pay the insurance. I found out the insurance was canceled when XXXX mailed me a letter. XXXX 's letter was dated XX/XX/XXXX but i did not receive the letter until XX/XX/XXXX. I contacted XXXX after that & tried to renew the insurance but they refused.
I contacted Mr. Cooper to try to get them to intercede with XXXX. I talked with them several ( lengthy ) times. They told me that they did not have the renewal information from XXXX. They told me they called XXXX but could not get anyone to answer the phone. I asked why they didn't contact me & they could not give me a reason. After i filed the attached written complaint dated XX/XX/XXXX, they produced a letter to me dated XX/XX/XXXX but i never received that letter because the letter 's address omitted my Suite number.
XXXX then referred me to XXXX XXXX said that company would find homeowner 's insurance for me. XXXX could not find homeowner 's insurance for me & gave me 2 reasons : first, none of their companies would insure me because of the lapse in coverage ; and second, companies were pulling out of Louisiana because of Hurricane Ida.
After approximately 10 hours of calls, i finally found a homeowner 's policy with XXXX XXXX. The only problem is that they refuse to insure me for water backup because i made a claim to XXXX in XXXX ( that XXXX denied ). I paid the policy premium in full for a year & mailed the policy to Mr. Cooper. My cover letter specifically told Mr. Cooper I had paid the policy premium & requested Mr. Cooper refund the homeowner 's escrow to me. Instead, Mr. Cooper paid XXXX the homeowner 's premium again. I have yet to receive a refund.
I also requested Mr. Cooper stop escrowing my homeonwer 's insurance & property taxes because i do not trust them to pay on time. They agreed, but will not refund the property tax escrow until after i pay the property taxes! My property taxes are due in XXXX so they seem to be setting me up to fail by paying my insurance premium after i had already paid it & refusing to refund my property tax escrow. The property tax bill is {$6100.00}.
Mr. Cooper has also sent me a letter saying i have to pay them {$830.00} for the lapsed coverage and another letter saying i have to pay them {$6400.00} & they will purchase homeowner 's insurance for me.
I have requested Mr. Cooper reverse all charges as a result of this fiasco, pay me for my time finding a homeowner 's policy and be responsible for any water backup damage because XXXX refused to insure me for water backup damage but XXXX did. Mr. Cooper has denied any wrongdoing, citing a provision in the fine print of the Mortgage stating i have to include them as an additional loss payee. My position is that I complied with that provision by including XXXX Mortgage as an additional loss payee. It is my position that it was Mr. Cooper 's responsibility to notify XXXX of the change from XXXX because they bought my mortgage without my permission.
Thank you for your consideration and i hope you can hold Mr. Cooper liable for this fiasco. XXXX XXXX
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04/02/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
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Web |
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This is a complaint about how NationStar ( DBA Mr. Cooper ) reported the payoff of my home loan to the credit reporting agencies.
My home in XXXX, GA went up for sale on XX/XX/XXXX. By XX/XX/XXXX we were under contract. The closing date was set for XX/XX/XXXX. On XX/XX/XXXX, my wife and signed the Loan Information request form authorizing our closing XXXX, XXXX, to obtain loan balance information from NationStar ( DBA Mr. Cooper ). The attorney did reach out to NationStar, and hence NationStar was aware that our home was under contract to be sold and closing on XX/XX/XXXX.
With the closing happened at the end of XXXX, my thinking was the entire loan would be paid off in XXXX, and that final payment would arrive within XXXX weeks after the grace period date of XX/XX/XXXX. However, the closing, though, did not go as planned. The buyers lender was late. We had to push the closing out to XX/XX/XXXX. Our home sale did indeed close on XX/XX/XXXX, but as a result of the delay, NationStar ( DBA Mr. Cooper ) received no payment from me for the month of XX/XX/XXXX at all. It was never my intent to miss a payment.
Over the timeframe NationStar has serviced my loan, which must be close to 10 years, not once did I ever miss a payment altogether, nor did I ever fail to make a payment within each monthly grace period. Therefore, they have years of timely payments as a track record for me. My home closing incident is my only blemish.
On XX/XX/XXXX, three days after the closing of my home, XXXX XXXX, the President, CEO, and Chairman of NationStar ( DBA Mr. Cooper ), penned me a letter entitled YOU MADE BUSINESS A PLEASURE. In the letter, he wrote the following : Its been a pleasure serving you and I hope weve made your journey rewarding. Please take a moment to congratulate yourself on a milestone achieved. Your home loan with us is paid in full. It feels great, doesnt it? ( See attached letter ). Honestly, it did feel great..for about 8 days. Then, on XX/XX/XXXX, I learned NationStar ( DBA Mr. Cooper ) had posted the missed payment/late payment to the credit reporting agencies. Their posting crushed my credit score as you can imagine because the credit rating agencies have focused on the missed payment, rather than on my loan being paid off in full. Needless to say, I do not feel " great '' anymore.
On XX/XX/XXXX, I submitted a credit dispute with NationStar ( DBA Mr. Cooper ) for them to research my issue. I was assigned case # XXXX. I was told that I would have a response by XX/XX/XXXX. I did not receive a timely response. After I made several phone calls, almost on a daily basis, I received an email on XX/XX/XXXX with their response. They found no issues with their reporting of course. That letter is attached.
On XX/XX/XXXX, I submitted to NationStar ( DBA Mr. Cooper ) a letter requesting a goodwill adjustment to my credit report, laying out the case in a similar manner I am doing here. That letter is also attached. I received a response from them on XX/XX/XXXX, which was basically NationStar ( DBA Mr. Cooper ) reattaching their response letter from XX/XX/XXXX to an email.
I can only conclude NationStar ( DBA Mr. Cooper ) does not care how much they harm someone's credit worthiness. What else can I conclude when I have a track record of years and years of no issues regarding payments. Then, after I have paid off the loan in full, they penalize me! Their motto of how people can do business comfortably with them by " hangin ' with Mr. Cooper '' is a total farce. All they did to me was " hang me out to dry! ''
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11/07/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
Hi there, I pray all is well.
I applied for a loan modification on my VA home loan around XXXX & XXXX to help resolve the financial hardships caused by XXXX and XXXX XXXX XXXX XXXX. They continue to harass, damage and destroy vehicles and other property, close my debit card ( s ), allow unauthorized charges, change addresses, names, and other information that I never approved of. Additionally, I continue to receive threats & attacks. Also, other gov offices/officials, lawyers, advocates, and other supporters that are aware of these unwarranted attacks are also harassed, threatened, attacked.
When the word THEY is used Im referring to the mortgage company/bank and all other parties involved in these attacks, known and unknown. This fact is based on texts, e-mails, mail, calls, and other correspondence and alerts informing myself and other experts reviewing this matter that the attacks and hacks ( cyber attacks ) will continue. One expert claimed after their business system was hacked and money was stolen from their business account that the law enforcement agencies and financial authorities advised they are unable to assist, supposedly, very strange.
The latest events are that I have requested multiple times around XXXX ( before and after ) for the mortgage co to provide me with the status on the assistance checks theyve been provided. They claim no assistance have been received, yet the gov office ( s ) /veteran support organization who provided the assistance confirmed payment was sent/delivered/received. Also mortgage co website showed that they have received some assistance funds numerous times but they refuse to provided me with any information, and they claim there were no funds, and that they have not received anything.
Numerous times I contacted XXXX XXXX to discuss refinancing/refunding options and they have yet to provide me with adequate information and in most cases they ignore my request altogether. They are playing games.
Around XX/XX/2022 they again discriminated against me by rejecting my application after it was already approved. Their move was retaliatory, unjust, illegal, unlawful, unethical, etc. They were put on notice by myself and legal counsel of other related unlawful acts they committed that directly affected and influenced this situation and others.
How could and why would anyone trust them. Their employees/staff/management seem to never be on the same page and always provide different/contradictory info and even advise me that the other reps in their organization provided wrong info. Its draining. The hackers advised that they focus on XXXX veterans and elderly and assist the banks and other criminals. Many of the moves the XXXXXXXX XXXXo made against me and other law abiding professionals and offices are unlawful. The hackers/criminals warned me, they even targeted/attacked gov offices/officials, state employees, lawyers, doctors. They claim they can and will hack and attack any and all gov offices that attempt to assist. Subsequently the IRS data was leaked recently, as well as gov project info being leaked/stolen from various offices.
On XXXX they changed my address WITHOUT my authorization.
Its something nearly everyday and multiple times a day in a lot of cases dealing with them.
All I wanted was to do is get my mortgage in good standing but they refuse to allow that. I just really dont want to have anything to do with them ( XXXX XXXX ) because the very fabric of its foundation is built upon fraud, deception, manipulation, treachery, lawlessness, etc.
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12/15/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
- Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
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Web |
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Right Path took over our mortgage loan and once this happened everything fell apart due to their unethical servicing practices once the servicing was transferred from XXXX XXXX. Our family was dramatically impacted by Covid resulting in income loss and our original mortgage company XXXX XXXX offered the CARES act forbearance as required by the government. Once the hardship was resolved and the forbearance ended in XX/XX/XXXX XXXX XXXX followed government guidelines and began the process of reviewing our financial situation for a solution to address the arrearages and were told they were likely going to recapitalize this amount into the balance of our loan. However, the loan then got transferred to Right Path and instead of completing a review for options to recapitalize or defer or modify the loan to address the forbearance payments they instead demanded full reinstatement. This is in complete violation of CARES program guidelines as servicers are REQUIRED to work with borrowers and review financials to offer all options to address the forbearance arrearages.
When we pushed back we were eventually put into review for a workout program to address the arrearages. This process took several months and we had multiple points of contact but at the end of the day were told there were no options to help. The account manager XXXX XXXX told us that the reason we were denied was because a restructure of our loan would result in the monthly payment increasing ( even though we had sufficient income to afford a higher payment ). XXXX XXXX told us NOT to appeal and that he would request a managers exception since this was the result of Covid income loss and forbearance that had been granted by the servicer, and should be approved since the hardship was resolved and we have the ability to pay.
However, we have not heard from anyone at Right Path since that conversation and now we are facing a foreclosure sale date of XX/XX/XXXX. This is not right. Our delinquent payments were part of an authorized government forbearance, and Right Path is required to work with us to come up with a program to address the arrearages so that we can resume making mortgage payments and save our home.
My husband XXXX XXXX passed away in XXXX and I struggled emotionally and financially. I was able to get approved for a loan modification with XXXX XXXX in XXXX which helped. I had no problems until Covid 19 hit our family in XXXX. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. My husbands employer shut down and laid off all employees in XX/XX/XXXX. I work as a XXXX XXXX and XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. Due to these issues there was no income and I called in to XXXX XXXX and found out about the new Covid forbearance. The agents said dont worry about it ; just touch base with us periodically. We started the forbearance in XXXX of XXXX and by the time the program ended in XX/XX/XXXX we were back on our feet. We entered into this government program because we were told that the lender would work with us on a solution to cover the delinquent payments and recapitalize or modify the loan so we could make the regular payment. Instead Right Path is demanding full reinstatement and threatening a foreclosure sale in violation of guidelines.
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12/02/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
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XX/XX/2022, I applied for the XXXX XXXX program. I am in an active bankruptcy.
Definition of XXXX : PROGRAM OVERVIEW : Up to {$75000.00} per household for expenses which may include : Mortgage reinstatementEscrow shortagesDelinquent property taxes and XXXX dues/feesMunicipal or property tax liensMortgage payments, including principal, interest, taxes, and homeowners insurance XX/XX/2022 : Mr. Cooper received a letter from XXXX asking if Mr. Cooper would accept funds from the XXXX XXXX XXXX Mr. Cooper has verbally confirmed & documented they accidentally sent a letter to XXXX objecting to receive funds which would allow me the benefit & right to participate in the XXXX XXXX program.
XX/XX/XXXX, Mr. Cooper 's bankruptcy 's dept rep specificly told me they do not object to receiving fund from the XXXX program or any HAF programs and asked me to obtain a letter from my bankruptcy attorney agreeing to their participation of the XXXX program, to support Mr. Cooper 's acceptance of the XXXX program. Mr. Cooper promised to correct their error by sending a letter to XXXX specificly stating that they " did not '' object to the XXXX program and will participate with receiving funds.
I regularly sent emails and follow up calls during ( XXXX XXXX ) to ensure that Mr. Cooper made good on their promise to remediate their error. Unfortunately I was disappointed to know that the specific letter Mr. Cooper promised to send was never sent to XXXX and XXXX stated that as of XX/XX/XXXX, I was denied the XXXX program because Mr. Cooper failed to send XXXX the coorespondance to overturn the objection that was inadvertently was sent error, as promised to me. ( recorded calls are available ) As of today Mr. Cooper has stated that they are trying to remediate the problem they created in XXXX and that I am now to contact XXXX not Mr. Cooper for status on the XXXX status.
Mr. Cooper 's negligence, admitted error, failure to resolve timely ( timeline XXXX - XXXX ), and significant impact to jeopardizing my receipt of state assistance during my hardship is unacceptable, I also believe their actions maybe discriminatory and the process has been extremely exhausting and stressful for me and my family.
I am requesting an investigation of Mr. Cooper 's actions and remediation with a desired outcome to compensate me the amount of funds I would receive from the XXXX program as described in the " XXXX XXXX XXXX '' as listed above.
I must state that I have spoken with over 10 representatives over the past 5 months from Mr. Cooper all on recorded lines and have also sent written correspondence. All have confirmation that Mr. Cooper never objected to my participation in the XXXX program and they would resolve within 7 days.
Everytime I would ask a rep when would the letter confirming Mr. Cooper 's participation/acceptance would be sent to XXXX, to resolve Mr. Cooper 's error the response was always " a letter will be sent within 7 days. '' I have been told that a letter will be sent within 7 days since XX/XX/XXXX. I have diligently followed with Mr. Cooper and XXXX up every 2 weeks since then. I am now being told to just wait and follow up with NJFMA with questions regarding the XXXX decision. This is unfair because the XXXX decision is based on the service 's response.
How can this be when the error was with Mr. Cooper. More importantly I am very concerned that I am in jeopardy of loosing my XXXX XXXX and Mr. Cooper is demonstrating unfair Mortgage practice.
Your assistance would be greatly appreciated.
XXXX XXXX
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02/05/2023 |
Yes |
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- Trouble during payment process
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Web |
Older American |
I XXXX XXXX submit this complaint against Mr. Cooper concerning my alleged missed XX/XX/XXXX Mortgage Payment. Whereas I sent my payment to the XXXX XXXX XXXX XXXX ( XXXX ) where during that time I was instructed to submit my payments. Under a different loan number unaware that my account was being held by Mr. Cooper starting in XXXX. Unfortunately, Mr. Cooper failed to inform me of the change. Therefore, I was following instructions according to my mortgage statement. On XX/XX/XXXX I mailed XXXX a money order for {$1400.00}. I assumed my payment was posted into my account, until XX/XX/XXXX when I received a check from XXXX refunding my payment. Because of the miscommunication, XXXX intentionally caused my XX/XX/XXXX payment to be late. After I received the check, I forward the check to Mr. Cooper with a copy of the original money order showing the date, Informing Mr. Cooper my mortgage payment was paid on time. In return, Mr. Cooper criticized me for the late payment.
As of XX/XX/XXXX, Mr. Cooper claims that I miss the XX/XX/XXXX payment whereas I still owe a previous balance. As of XX/XX/XXXX, my regular monthly payment is {$1400.00}. According to my payment history, my payment has been consistent until XX/XX/XXXX. Upon sending my XX/XX/XXXX payment to the wrong server XXXX this is when my emotional hardship started. My check was returned to me from XXXX I forwarded it to Mr. Cooper, and in return, they allegedly claimed they declined the check and informed XXXX of the reason for the decline. Heres the contradiction ; a representative from Mr. Cooper explained to me on XX/XX/XXXX that my check for {$1400.00} was shredded and a notice was sent to me explaining what they apparently did with the check.
After requesting a copy of that notice, it was addressed to the XXXX XXXX XXXX XXXX. ( Copy attached ) states : On XX/XX/XXXX check was declined for the following reasons : XXXX XXXX XXXX has Transferred to a new Server. The way this was addressed was as if XXXX was making the mortgage payment.
There was no mention of the check being shredded. On XX/XX/XXXX Mr. Cooper submitted a letter to me XXXX XXXX ( copy attached ) Mr. Cooper claims they received the check on XX/XX/XXXX. On the professional side since the check was payable to XXXX XXXX Mr. Cooper had no right to attempt to return the check to Cenlar especially when the bear of the check holds an account with Mr. Cooper. ( Copy attached ). I was misinformed by Mr. Cooper 's Representative that my check was fraudulent due to that reason, Mr. Cooper shredded the check. They intentionally destroyed the check causing me to miss a XXXX payment, with no consideration that I am a senior living on a budget, and I do not have {$1400.00}. To throw away. I feel like I am a victim of Senior Abuse. In XX/XX/XXXX I paid a total of {$3600.00}. As well as Mr. Cooper presented an amount of {$1200.00}. that was held in a suspense account bringing that total to {$4800.00}. As of XX/XX/XXXX, the facts do not add up. How can Mr. Cooper states that my account has a balance due of {$2100.00} which is unbelievable? Therefore, I submit this complaint about Mr. Cooper 's deceptive business practice which has brought me emotional stress and financial hardship. Due to the facts stated and my belief that I am a victim of Senior Abuse by a financial XXXX. Until Mr. Cooper reimburses me for the funds that were fraudulent and intentionally stolen from me, I XXXX XXXX have no choice but to hold the XXXX Mortgage payment until an equal and just resolution has been solved.
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10/18/2023 |
Yes |
- Credit reporting or other personal consumer reports
- Credit reporting
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- Improper use of your report
- Reporting company used your report improperly
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Web |
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Nationstar dba Mr. Cooper Inc continues to share my non public information with non affiliates. XXXX, XXXX, and XXXX are not credit reporting agencies but actually financial instutions who takes money from other financial institution to share information. In Mr. Cooper terms and conditions they agreed not to share public personal information about you with non-affiliated companies. XXXX, XXXX, and XXXX are not affiliates they receive compensation to report my financial history without my written consent. Mr , Cooper is required to send me a notice each month with the option to opt out of my non personal information being shared. Mr. Cooper Inc has not provided me with any such notice.
17 CFR 248.124 - Reasonable opportunity to opt out.
248.124 Reasonable opportunity to opt out.
( a ) In general. You must not use eligibility information that you receive from an affiliate to make marketing solicitations to a consumer about your products or services unless the consumer is provided a reasonable opportunity to opt out, as required by 248.121 ( a ) ( 1 ) ( ii ).
( b ) Examples of a reasonable opportunity to opt out. The consumer is given a reasonable opportunity to opt out if : ( 1 ) By mail. The opt out notice is mailed to the consumer. The consumer is given 30 days from the date the notice is mailed to elect to opt out by any reasonable means.
( 2 ) By electronic means.
( i ) The opt out notice is provided electronically to the consumer, such as by posting the notice at an Internet Web site at which the consumer has obtained a product or service. The consumer acknowledges receipt of the electronic notice. The consumer is given 30 days after the date the consumer acknowledges receipt to elect to opt out by any reasonable means.
( ii ) The opt out notice is provided to the consumer by e-mail where the consumer has agreed to receive disclosures by e-mail from the person sending the notice. The consumer is given 30 days after the e-mail is sent to elect to opt out by any reasonable means.
( 3 ) At the time of an electronic transaction. The opt out notice is provided to the consumer at the time of an electronic transaction, such as a transaction conducted on an Internet Web site. The consumer is required to decide, as a necessary part of proceeding with the transaction, whether to opt out before completing the transaction. There is a simple process that the consumer may use to opt out at that time using the same mechanism through which the transaction is conducted.
( 4 ) At the time of an in-person transaction. The opt out notice is provided to the consumer in writing at the time of an in-person transaction. The consumer is required to decide, as a necessary part of proceeding with the transaction, whether to opt out before completing the transaction, and is not permitted to complete the transaction without making a choice. There is a simple process that the consumer may use during the course of the in-person transaction to opt out, such as completing a form that requires consumers to write a yes or no to indicate their opt out preference or that requires the consumer to check XXXX of XXXX blank check boxesone that allows consumers to indicate that they want to opt out and XXXX that allows consumers to indicate that they do not want to opt out.
( XXXX ) By including in a privacy notice. The opt out notice is included in a GLBA privacy notice. The consumer is allowed to exercise the opt out within a reasonable period of time and in the same manner as the opt out under that privacy notice.
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03/24/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
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|
Web |
Servicemember |
I have a COVID-19 forbearance for my property in XXXX VA.
The forbearance is ending on XX/XX/21, with payments due starting XX/XX/21.
I have attempted to select an option for repayment through my loan servicer. They have not been helpful.
When I log into my account, I see the need to make a selection for repayment. There is an online option, which should guide you through the process of answering questions, seeing options and making a selection. I have been attempting to use this process since XX/XX/21 to no avail. The website has continuously returns an error.
After being unsuccessful on the website, I called the provided number on XX/XX/21. I talked to an agent. The agent advised that the necessary paperwork would be sent to my home. She further advised that the process would take up to 30 days. I expressed my concern that there was less than 30 days before the repayment date. She assured me that the new payment date would not be until a minimum of 30 days had elapsed after I received the documents.
As of today, XX/XX/21, I have NOT received any documents in the mail.
On XX/XX/21, I submitted a direct message from their website about the status of the process and the failed functionality of the online process. I received an automated response that my communication was received, with a reference number of XXXX. As of today XX/XX/21, I have NOT received any response to my questions submitted in this direct message.
The original loan was made through XXXX XXXX XXXX, but, subsequently sold to Mr. Cooper. Sadly, they are the worst loan servicer!
On XX/XX/21, I called in to Mr. Cooper to inquire about the status of the forbearance option, the name of the owner of my loan and to request copies of my original mortgage documentation. The agent advised that she would send notes from my account, which would contain the investor name. They did not.
On XX/XX/21, I called again and was provided additional documentation, including the original deed of trust, an unsigned HUD1 settlement statement and a good faith estimate.
The agent advised that for the investor information, I needed to submit a written request to XXXX. I did on the same day XX/XX/21.
I have received no response to this request.
On today, I once again attempted to choose options for the end of the forbearance from their website and received the same error. I sent another direct message.
I then went to your site and found the method to search for my loan investor from the MERS ServicerID page. I found the original XXXX XXXX XXXX loan information, which shows inactive and XXXX XXXX. The XXXX XXXX.
I found nothing for Mr. Cooper or the current investor.
I had previously checked XXXX XXXX and XXXX XXXX and didn't find the loan either.
This is very strange and it concerns me. I already believe this company to be disreputable. I made a previous complaint because they illegally accessed my homeowner 's insurance for another property I owned and added it to this property. This erroneously increased my payment to over double. I still believe that was a ploy to cause a foreclosure due to my inability to may such a high payment.
I think their current inaction is an attempt to start foreclosure on my property for non payment. They have been completely unresponsive! I have received no proactive contact from them, other than letters stating the forbearance is ending with the same number to call to choose one. I have received 2 such letters in the time frame wherein they stated they were sending the forbearance repayment documentation.
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08/26/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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To begin I was unwilling serviced transferred to Mr cooper mortgage company effective XX/XX/XXXX. I begin attempting to set up bi-weekly automatic withdrawals set up online via the app. I immediately noticed they treat consumers differently if you want to set up bi-weekly withdrawal because for some reason they targeted this and only allow an easy process if your willing to set up a monthly withdrawal process. I call to see if there is any issues with online app such as a one time error perhaps. I was notified I have to complete my request in writing via a h forms and the process could take 30 days or longer. This initial interaction was on XX/XX/XXXX and I have a huge problem with this lender targeting consumers who want to save money on interest with the Bi-weekly withdrawals. If Im allowed to set up a once a month payment withdraw easy and painless on line why make it so difficult for a bi-weekly set up? The only conclusion I have is because the lender is completing predatory acts that should be illegal. They hope to make the process so long and cumbersome that we just forget about it and pay them all the interest over the life of the loan. I than submitted the request same day XXXX with the signed authorization form but I did make an error and was notified I failed include the voided check rather quickly on XX/XX/XXXX. I resubmitted the information on XX/XX/XXXX including the signed authorization form and the voided check. I receive an ach rejection letter via email on XX/XX/XXXX indicating I failed to include a signed authorization form when in fact I did. I call first thing in the morning XX/XX/XXXX to express my concerns in which I am escalated to an escalation team member who I confirmed is not a supervisor basically just another TM telling me I have to complete the process all over again. In addition this escalation tm notifies me the reasoning on the letter I received is wrong and it was truly rejected because the voided check is not visible basically saying I cant trust written communication received form the company. My hope at this point was to speak with a supervisor or someone in leadership but I was told leadership is. It available that she would submit a request for someone to call me within XXXX business days to discuss but I would have to start the process all over again.
I dont believe to be blowing this out of proportion. I dont think any consumer should be yreat d differently because of how we elect to make payments. Making it easy for one consume to pay that is going to pay max interest to the company gs making someone jump through hoops to save some interest over the life of the loan. This process is flawed and the fact the process for mr cooper is that no leader will speak with you same day on an urgent matter directly reflects what this company thinks of clients. I wish I would have never been service transferred to this company and hope no other customers are treated this way simply because we are tying to do what is in our best interest. Furthermore I am trapped against my will with this company as interest rates have skyrocketed and refinancing would make my mortgage unaffordable. The money I would saved if I was allowed to set up my bi weekly automatic drafting may not be a lot to mr cooper but to me its a ton. Please look into this UDAP violation and ensure they allow all consumers to set up payments how they like quickly and easily online and not target who based on payment election preferences. They should give me interest for the violation and targeting!!
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06/06/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
Older American |
I filed a property tax assessment appeal with XXXX XXXX XXXX XXXX for my property located in XXXX, Ga on XX/XX/XXXX. I received a letter of acknowledgement of the appeal from the XXXX XXXX Board of Assessors dated XX/XX/XXXX. I received a temporary tax bill from XXXX XXXX Tax Commissioner in XX/XX/XXXX for 2 separate amounts. I paid one on XX/XX/XXXX in the amount of {$2700.00} and paid the other on XX/XX/XXXX in the amount of {$850.00}. There was a small amount left over that I was not aware of in the amount of {$23.00} and XXXX XXXX Tax Commissioner sent me a notice of Intent to Issue FIFA. My mortgage company Nationstar Mortgage, aka Mr. Cooper also sent me a notice dated XX/XX/XXXX of the delinquent amount of {$22.00}. I paid XXXX XXXX Tax Commissioner {$23.00} on XX/XX/XXXX. When the appeal process was complete, XXXX XXXX Tax Commissioner sent me the final tax bill in the total amount of {$2800.00} that was due on XX/XX/XXXX. Mr. Cooper sent me a letter dated XX/XX/XXXX stating that they had received notification from my taxing authority regarding unpaid taxes on the property. The letter went on to say " If you paid your taxes prior to the due date and believe this notice to be in error, please send proof of payment to Mr. Cooper, ATTN : Tax Department ''. I made several phone calls to Mr. Cooper in an attempt to get clarification of the situation as they viewed it because the bill I received from XXXX XXXX Tax Commissioner had a due date of XX/XX/XXXX. I also spoke to several representatives at Mr. Cooper. On XX/XX/XXXX, I was told by one Mr. Cooper representative the my account was not currently escrowed, I spoke to a different Mr. Cooper representative on XX/XX/XXXX who told me that my taxes were delinquent in the amount of {$2800.00} and had been due on XX/XX/XXXX. I was told to send in proof of paid taxes to the tax department, which I did on XXXXWhen I spoke to another representative on XX/XX/XXXX, he told me that nothing had been posted yet but Mr. Cooper had paid the {$2800.00} on XX/XX/XXXX. He also told me to send that amount to Mr. Cooper with a letter stating that it was for reimbursement for the taxes paid on my behalf. Mr. Cooper did not apply the amount as reimbursement. An escrow account was established and I'm not sure where they applied that money. I paid my normal mortgage payment amount on XX/XX/XXXX of {$1000.00} plus a {$19.00} processing fee because there was no way for me to pay it online due to the increased payment amount of the escrow account. I don't think my May payment was applied as P & I because I have gotten different answers from different representatives. Since then I have been calling Mr. Cooper and speaking to different representatives in an attempt to get this issue resolved. The last representative I spoke to on XX/XX/XXXX INSISTED that there was no error and my taxes WERE delinquent and as per their contract they have the right to set up an escrow account in order to protect their interest in spite of the supporting documentation that I sent TWICE! Once to Mr. Cooper 's tax department and then to Mr. Cooper 's research department.
This morning I spoke to a XXXX XXXX Tax Commissioner representative who told me that they don't contact ANY mortgage company, they don't know who my mortgage company is and my taxes were not delinquent, however, there was a balance due in the amount of {$2800.00} due to the assessment and it was paid on XXXX asked the representative to provide that information to me in writing, but she told me that they don't do that.
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11/13/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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I have attempted to settle mortgage issues with my Servicing company. So far, I have had no success. I have filed multiple complaints. Unfortunately, my Servicing company is quick to reply and then prematurely close the case. However, the issues are still unresolved. My Servicing company continues to repeat the following : " After completing our investigation into the aforementioned issues we determined that overall, there were no errors on our part. '' This is simply not true.
My Servicer REFUSES to admit they they or their predecessors have made errors in regard to my mortgage. Among multiple other failures and misconduct, XXXX XXXX failed to send a Good-bye letter informing that they were no longer the owner of my mortgage as of XX/XX/XXXX. As the new owner of my mortgage, Nationstar/Mr. Cooper also failed to send a Welcome letter at any time during the duration of their ownership. In the same way, Nationstar/Mr. Cooper also failed to send a Good-bye letter informing that they were no longer the owner of my mortgage as of XX/XX/XXXX. In addition, XXXX XXXX failed to send a Welcome letter when they became the owner on this date. In the processes of my interactions, I have continued to reach out to my Servicer, to request that the Settlement offer be renewed, which was extended to me in the latter part of XXXX. Until XXXX of XXXX, interactions from Mr. Cooper regarding a Settlement offer had ONLY been by email. In order for the XX/XX/XXXX Settlement offer transaction to be completed, my investor required that Mr. Cooper send a hard copy of this agreement with a POSTMARKED DATE via U.S. postal service. Mr. Cooper did send a hard copy of this agreement. However, it did not arrive until XX/XX/XXXX, and still did not possess a dated postmark. THIS is precisely the reason the Settlement offer could not be completed. Mr. Cooper and other Assignees of my mortgage are responsible for many violations in regard to my mortgage. I possess multiple pages of documents outlining these errors. Failure to send Welcome and Good-bye letters and failure to send a hard copy of the Settlement agreement are only two of the large number of violations regarding my mortgage since its origination.
In addition, Mr. Cooper employees continue to send conflicting information. On XX/XX/XXXX, a Mr. Cooper associate stated the following : After reviewing your account, we found that the Owner of the Note transferred to Nationstar Mortgage LLC on XX/XX/XXXX, from XXXX XXXX XXXX. Ownership was given back to XXXX XXXX XXXX on XX/XX/XXXX. However, on XX/XX/XXXX, another Mr. Cooper associate stated the following : With the XX/XX/XXXX, and XX/XX/XXXX, assignments there was no change in the ownership of loan. Therefore, no notice was provided. We are not required to provide notice of the assignments. This conflicting information from Mr. Cooper associates highly contributes to the issues. On XX/XX/XXXX, a Mr. Cooper associate also claimed the following : We acknowledge that the XX/XX/XXXX, letter was sent to you via email. However, the XX/XX/XXXX, and XX/XX/XXXX, letters were sent via mail and not returned by XX/XX/XXXX. I am attaching copies of emails which prove that the XX/XX/XXXX and XX/XX/XXXX settlement offers were in fact emailed. There is no proof that they were sent via the US postal service with a dated postmark. It is quite clear and apparent that Mr. Cooper has made multiple errors and has provided faulty and incorrect information in a great deal of correspondence. ( Attached are copies supporting my complaints )
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10/27/2018 |
Yes |
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- Struggling to pay mortgage
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Web |
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After hurricane Irma, my wife and I were offered a loan forbearance for 90 days. The woman we spoke with said that the did not currently have a program in place, but they would by the end of the 90 days. When my wife spoke with them in XX/XX/XXXX, they still did not have a program in place. They did tell her though, that the original person that we spoke with had miss-spoke, and that it was not an actual forbearance. They gave us options of either paying the entire past due amount, or entering into a loan modification, which would essentially end up refinancing the loan. Since I could not afford to pay the entire past due amount, we went with the modification option. It was not until the end of XX/XX/XXXX that a program was finally available, and our first month of the trial period began XX/XX/XXXX. I did miss the due date for the XX/XX/XXXX payment. The XX/XX/XXXX was a Thursday, and when I realized that I had missed it, I called Monday the XX/XX/XXXX to pay it. ( remaining comments will be sent in an e-mail ) / When I called in to make the payment I was told that they could not accept any payments from me, and that I was no longer eligible for the disaster modification, and would now have to apply for a standard modification. I did not receive the actual denial letter until XX/XX/XXXX, and the missed payment was not mentioned as a denial reason. They told me that my only option at this point was to apply for a standard modification, or pay the entire past due amount. We began the process for the standard modification at the beginning of XX/XX/XXXX. I was told that they were not sure if the previous documentation would be able to be applied to this modification or not. I called regularly and frequently got conflicting statements about whether or not the documents we sent in for the previous modification would be able to be applied to this one. At the end of XX/XX/XXXX I found out that I would be receiving a settlement from an auto accident from the prior year, and that I would be receiving the proceeds in approximately 3 weeks. I called in the Mr. Cooper as soon as I found this out, hoping that I would just be able to bring my account current once that was available. The agent that I spoke with told me that it was an option, and that I should just take my time, because once the modification process started it paused any and all foreclosure proceedings. She also said that the amount necessary to bring my account current would probably be less than I expected, though she did not imply how much that would actually be. As soon as the money was deposited in my account, I called into Mr. Cooper to discuss bringing my account current. The woman I spoke to this time informed me that I was denied for the modification, and that I had been in the foreclosure process the entire time. She also stated that she could try to reapply for a modification. We did apply for the modification, this time for the third time. On the XX/XX/XXXX I found a notification online that said that we were denied for a standard modification, because they would not be able to get our payments low enough, but that we were approved for a partial claim. I called in to get clarification on what that meant end the lady that I spoke with was just as unhelpful as I have come to expect. Out of frustration I went online to see if anyone else has had an issue with this company and their disaster modifications, which is where I came across the judgment from the State Attorneys office ( which I was never informed about by Mr. Cooper.
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12/12/2018 |
Yes |
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- Trouble during payment process
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Web |
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I was notified by my previous mortgage lender, XXXX XXXX XXXX, that my mortgage had been sold to Nationstar Mr. Cooper effective XXXX XX/XX/XXXX. I payed my last payment of {$1300.00} to XXXX on XXXX XX/XX/XXXX on time as it was clearly stated in the information letter from XXXX that I would send all payments due /after/ XXXX XX/XX/XXXX to Mr. Cooper.
Here 's where the trouble starts. On XXXX XX/XX/XXXX, I registered my account with Mr Cooper on the companies website and I set up auto pay, just like I had been using with no problems with XXXX. On Mr. Cooper company website, I clearly and explicitly entered the start date for my auto pay service to begin on XXXX XX/XX/XXXX. On XXXX XXXX, my bank checking account posted a charge of {$1300.00} and a " convenience charge '' of {$30.00} to Nationstar Mr Cooper. When I looked at the web portal for my loan on Mr. Cooper company website, it showed that payment posted and also showed that I still have a payment due on XXXX XX/XX/XXXX, as if I was supposed to pay Mr Cooper for the month of XXXX. ( Which, again, was clearly not true given the letter I received from XXXX ).
To resolve this, I called Mr. Cooper customer service to try to resolve the issue and have the payment refunded. The CSR from Mr. Cooper pulled into the phone call a representative /allegedly/ from my bank to find out about the payment from my checking account. The " bank '' representative told me that the payment had not cleared my bank account yet and that they could not do anything about it over the phone while a third party was on the line. End of first phone call.
From here, I called my bank and talked to a different representative who told me that the charge had in fact cleared my account, but it was going to be returned because it overdraft my checking account. It was also an ACH withdrawal and the representative advised that it would likely make another attempt tomorrow to make this same charge and that I should call Mr Cooper back and demand that they stop this charge. Alternatively, for a {$30.00} fee, they would stop payment on that charge. This would also mean that I would have to call them back at the end of the month to lift that stop payment order so that I could pay my mortgage on time. I decided to call Mr Cooper again.
Third phone call. I talked another representative at Mr Cooper who gave me a different story. This representative told me that there was no way to fix the date of my payment so I would have to stop autopay all together ( which I was going to do at this point anyway! ) This representative also informed me that they did not have a payment from XXXX for my loan and that this was information that should come from my previous lender ( XXXX ). We, theoretically, canceled the auto pay. I have no way of verifying that this has actually been stopped.
Now for the serious concern. XXXX perfectly legally sold my mortgage to Nationstar Mr Cooper. But, after a day of stressing out about this ( and I've only been their customer 4 days! ) I started reading about this company. This kind of fraud and sloppy business practices seems to be standard fare for Nationstar Mr Cooper. The XXXX has a plethora of reviews by customers who were defrauded, cheated, lied to or just straight up robbed by this company. Nationstar Mr Cooper has also been the defendant in numerous class action lawsuits which have been settled in the last few years. I am terrified that my mortgage is in the hands of a criminal organization and I have no control over who owns this loan.
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09/14/2020 |
Yes |
- Mortgage
- Reverse mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Servicemember |
As of XXXX XXXX my mother passed I notified champion mortgage at the time I was working a full time job and working on my mother arrangements and reached out to them to get help. They continued to pressure me to sell the property. I advised them I did not want to sell but would need time to refinance the house. I was then told I needed to put the house in my name. I did. After doing so COVID19 hit and I was laid off due to COVID19 and I was told that I needed to ask for forbarance from the lender champion mortgage which I did. At that time they allowed 6 months and told me to call back towards the end of XXXX XXXX if additional 6 months were needed. I called on XXXX and advised that I needed more time and asked them the update their system because they sent me letters stating there was no insurance on the home and I sent in a copy of my policy along with declaration stating that it has been covered since the passing of my mother. At that time, I was told by their representative that she could offer the 6 month extension but I needed to know that the money was due and again pressuring me into selling the home. I advised her my intent is not to sell the home its COVID19 related issue going on that has affected my refinance process and I needed more time. I asked if it was too early to make the request she said no but if I was planning on selling she could do the request and if not then she couldnt do the request. I told her to have a nice day and disconnected the call. Due to the credit bureaus reporting Updates filing late and being behind I have had a hard time refinancing and getting them to update my score properly along with my request to have the security freeze/fraud alert removed from my account. I have asked them to do this over a year ago and its still not removed. I dont know how I am suppose to get a refinance loan without having access to my credit. The credit bureaus are not doing their job and the mortgage company has treated me less than poor. I called back on XX/XX/2020 and spoke with a representative named XXXX who was able to help me resolve my insurance concern, if when I called on XX/XX/2020 the representative I spoke with would have just told me what XXXX told me I would have understood. the result is now pending on Champion mortgage end and I still have to wait for the approval for the insurance that is now in my name to be accepted. When I called on XX/XX/2020 I spoke with XXXX ( not sure how to pronounce her name as she said it quickly and sounded like she did not want to help me ) She was very rude and nasty when I asked for loan modification/forbearance extension due to the pandemic and she continue to tell me that the bank would not allow it and that it was too early to request this. Again, she was no help. I have been managing the passing of my mother dealing with her Estate and the house all by myself and all they want to do is take it from me without even considering loan modification or allowing me the FULL 180 days from the date I requested forbearance to get anything accomplished! I have worked all my life and graduated with a XXXX XXXX the only thing I would like to do is save this property and give champion mortgage the amount they are owed. Which needs to be updated to reflect my homeowners insurance policy being active since the passing of my mother as I have had no lapse in coverage. My property is worth more than the amount owed on the reverse mortgage and I am willing to accept the amount of the loan and pay this amount back over time.
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11/03/2021 |
Yes |
- Mortgage
- Other type of mortgage
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- Trouble during payment process
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Web |
Older American |
Re : XXXX Complaint against Mr. Copper Loan No. : XXXX Mortgagee : XXXX XXXXXXXX XXXX.
Property : XXXX XXXX XXXX XXXX NY Dear NYS Dept . of Financial Services : My complaint relates possible substantial overcharging, lack of cooperation, failure to communicate, and total lack of professionalism on the part of Mr. Cooper.
I sent a letter dated XX/XX/XXXX asking for a response for three questions ( a copy of the letter is attached ). I have not received a substantive response.
BACKGROUND We had the above referenced mortgage with Mr. Cooper for a multi-family apartment building in XXXX. The loan came into default during the pandemic due to Mr. Coopers incompetency.
We requested and were granted a three-month moratorium on the payments because the tenants stopped paying rent. We requested another three months and made repeated calls to the service line to inquire as to the status of the request. Over a three-month period, we were told that the request was being evaluated. Finally, without being given an answer about the extension Mr. Cooper started a foreclosure action against the us.
We worked out an agreement with Mr. Coopers law firm and paid a substantial penalty for late fees, penalty interest and legal fee. Attached is the agreement. But, Mr. Cooper states that we continue to owe {$31000.00} non-interest principal amount.
Question 1 ) We did not understand how we can owe {$31000.00} as a non-interest principal when the monthly mortgage payments were {$60000.00}. We were told it was for the three payments for which we were granted the moratorium. But according to our calculation, the three months of payments should have been substantially less.
Question 2 ) We questioned a late fee of {$720.00} that was on our XXXX statement and submitted proof that the payment was timely wired to Mr. Cooper. Mr. Cooper never responded to the legitimate question.
XXXX XXXX XXXX XX/XX/XXXX Question XXXX ) We questioned a late fee of {$480.00} on the XXXX statement and submitted proof that the payment was timely wired to Mr. Cooper XXXX Mr. Cooper never responded to the legitimate question.
THE COMPLAINT After XXXX XXXX called Mr. Coopers service department on several occasions asking for an explanation of the above questions, she was transferred to various personal all of which said something was wrong but never receiving an answer.
I wrote the attached letter dated XXXX XXXX to Mr. Cooper asking them to set forth in writing a response to my demand for an explanation of the charges. I specifically wanted a written explanation so that I could study the calculations in the response.
Our request remains the same. We want a breakdown of the {$31000.00} non-interest-bearing principal. I believe Mr. Cooper is charging penalty and interest, related to the foreclosure for which they were already paid. If they charged fees, penalty and interest related to the three-month moratorium then the charges are probably illegal based upon the governors orders.
Dealing with Mr. Cooper is terrible. Some of the continuous issues we had are that they continually charge late fees even though they are timely wired payments, unknown charges often appear, their lack of competency in providing us an answer to our request for an extension of the moratorium cost us substantial money from our savings to pay the interest, penalties and fees to stop the foreclosure.
Sincerely yours, XXXX XXXX XXXX XXXX. XXXX XXXX XXXX XXXX XXXX.
cc : Attn : Service Department Mr. Cooper XXXX XXXX XXXX XXXX, Texas XXXX
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06/27/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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I took a forbearance on my home during the pandemic.
I tried to do a loan modification and completed all 3 payments on time making me eligible to modify the loan. However, even though my ex husband was court ordered to sign the house over to me, he would not.
I was able to find out about a program called XXXX XXXX XXXX XXXX. I applied for this and received my acceptance letter in XXXX of XXXX. I was WELL under the {$25000.00} cap that the program offered. In fact I was under it for 6 months. During those 6 months I called, and called and called my mortgage company making sure all the paperwork on their end was submitted correctly. It was not. When I would call " XXXX XXXX XXXX '' they would let me know that they were still waiting on my mortgage company. 11 times I put in a request for a manager to call me back. 11 times. They did not call even 1 time during this 6 month period. I was being told from the customer service reps that they are NOT able to transfer me to a manager. That they can only submit a request and someone would call back within 72 hours.
I was later transferred to the " escalation department '' where I was told that a person was assigned directly to my account and that they would make sure everything was filled out with the grant and that they would communicate directly with the program on my behalf so that we could get this resolved.
In those 6 months it did NOT get resolved. As of XX/XX/XXXX I was now receiving notices that my credit has been impacted as a result of non payment to my lender. I tried making a partial payment, to bring my mortgage back under the {$25000.00} grant cap. However my lender still didn't submit the paperwork in time. When they finally submitted the paperwork I was already back over the {$25000.00} cap.
I did this again in XXXX. I made a large payment to pay my loan back down under {$25000.00}. My direct contact from XXXX XXXX XXXX sent me an email stating that they were reporting I owed over {$28000.00} ( Which I have a copy of and can provide ). She suggested I reach out to the mortgage company ( AGAIN ) and see where the discrepancy is. At that time. I again requested a manager call back, but also spoke with a Customer service rep regarding the account. None of the reps I spoke to that day had any idea why so much was reported. I asked if there was someone in the department who works with XXXX XXXX XXXX that I could communicate with in order to get to the bottom of the issue. To which I was told that it's outsourced to a 3rd party and the only way to communicate with them is via email. That I was not allowed to email them but the customer service rep would do it on my behalf. Again, I never heard back from anyone regarding why the amount was submitted incorrectly. We are almost up to a year now of waiting for this grant to process, and playing a game every month of 'hoping '' everyone fills out paperwork before another payment is due.
As of 2 days ago I got an email from XXXX XXXX XXXX letting me know that I am now declined. As it has been to long since filling out the application and now I would need to go through the appeals process to re-open it.
At this point, I have no idea what I can do to keep my house. I make enough money to afford the monthly payments if I were able to get back on track. I also would like this taken off my credit score, as my score is impacted because the paperwork wasn't filled correctly which is something I had no control over and called multiple times to resolve with no avail.
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07/22/2021 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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I went into a Covid forbearance program in XXXX, XXXX with Mr. Cooper for my mortgage due to a job lay off. I was told that I would be able to enter into a Covid 19 Stand Alone Partial Claim when my 6 months was complete. In XXXX of XXXX, I reached out countless times to Mr.Cooper to end forbearance and begin paying my mortgage due to getting a new job. I was told I was not eligible for the Stand Alone Partial Claim and I had to fill out paperwork for other options, which I did. I received a notice at the end of XXXX that I could only qualify for a 6 month re payment plan for my regular mortgage payment and an additional {$2000.00} per month. I told them that I couldn't afford to pay that. One of the many representatives that I spoke to on XX/XX/XXXX told me to write an appeal to the Underwriting Department as there is a waterfall effect and they would try the next possible option. I did this and did not hear back. I wrote to Mr. Cooper on XX/XX/XXXX and they did not answer my question about the appeal. I then received a collection notice for the amount due from Mr. Cooper. I next spoke to an agent for Mr. Cooper on XX/XX/XXXX to find out why I could not get the Covid 19 Stand Alone Claim and he said it was a hard " no '' from underwriting and the only choice I had was to pay the 6 months payment plan or liquidate my home. He then advised me to stay in the forbearance program for 6 more months to try and pay down the amount due. I did this as I had no other choice. I have been paying my regular mortgage and a little extra, but it will not pay down the loan. I had gotten in touch with HUD and XXXX XXXX, a Housing Program Specialist for HUD, previously and, at that time, she told me she would help me to find out why I could not do the Covid 19 Stand Alone Claim. We emailed back and forth several times and she gave me the name XXXX XXXX and that she was my loan specialist and she would get back to me. I spoke to XXXX XXXX on XX/XX/XXXX and she said I did not qualify for the Covid 19 Stand Along Claim because I was behind on my mortgage on XX/XX/XXXX. I told her that the rule was changed on Hud 's website and they took that out of the requirements. So, I am eligible because I am keeping my home and I am able to make my regular mortgage payments. She said I was wrong and she couldn't help me. I have since written a few times to XXXX XXXX with proof from the Hud website that I do qualify and she has not emailed me back. I am attaching the website that I found this information and the qualifications for your review. I have actually spoken to countless agents from Mr. Cooper and I know they have recorded the conversations with no help at all for proof of my claims. Please help me to show them that I do qualify for the Covid 19 Stand Alone Claim so that I can end this forbearance, put the amount to the end of my loan and begin making my regular mortgage payments. This has been a nightmare dealing with them and I really need some help. The HUD website is : https : //www.hud.gov/sites/dfiles/SFH/documents/Update_to_FHA_COVID_19_Loss_Mit_Policy_02-22-21.pdf The eligibility requirements begin on page 19 and were updated XX/XX/XXXX to state : ML XXXX updates the Borrower eligibility requirements removing the requirement that the Mortgage was current or less than 30 Days past due as of XX/XX/XXXX This is proof that I am eligible for the Covid 19 Stand Alone Claim at this time and I would like to handle my re payment that way.
Thank you for your time and effort, XXXX XXXX
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03/29/2022 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Servicemember |
Original complaint # XXXX SUBMITTED ON XX/XX/XXXX PRODUCT Mortgage, ISSUE : Applying for a mortgage or refinancing an existing mortgage I was not able to see the company response. I began the process of lowering the interest rate ( Interest Rate Reduction Loan/IRRL ) on this account in the XXXX XXXX timeframe. The IRRL is a rate reduction and term program that is simple with no appraisal and no income required. They had me fill out the required income, pull a hard copy of my credit score, and had me fill out incorrect paperwork. I did the " closing '' signed all the documents ; however, because of the pandemic forbearance, Mr. Cooper nullified the agreement after the closing, after the fact. In XXXX I continuously asked for the interest to be lowered, they denied it several times. Finally, in XXXX of XXXX, Mr. Cooper advised that I had to fill out a " loan modification '' to get the interest rate lowered. I paid Mr. Cooper {$58000.00} in XX/XX/XXXX. I asked again and applied for a lowering of the interest rate. I filled out paperwork, again, and was denied again because they said the VA would not allow me to do this. I paid over {$35000.00}. in interest for XXXX. I went to another mortgage ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX More than 180 languages available.
company that successfully lowered my interest rate XXXX XXXX XXXX XXXX. XXXX # XXXX Page 2 of 6 y- Complaint Print XX/XX/XXXX, XXXX company that successfully lowered my interest rate and bought out the loan from Mr. Cooper. Mr. Cooper 's failure to grant me the lower interest rate meant that I paid too much money that I did not need to. They falsely claimed I was not qualified when I was. They took so much money from me when my husband was sick ( and consequently died ) when a pandemic was devastating us health- wise and financially. Mr. Cooper denied my requests for 2 years stating that I was NOT qualified when I was. The fact that another mortgage company easily processed my IRRL and did not have an issue with it or the VA demonstrated that Mr. Cooper was making a lot of money off of me and knew it could be done, but they chose to falsely claim that the VA denied it or that my credit was not sufficient, which they did a hard pull on my credit that they did NOT need to. They were deceptive in their practices by false claims.
I did speak to a mortgage person, XXXX XXXX, at Mr. Cooper on XX/XX/XXXX & XX/XX/XXXX. I was given several different excuses for the higher amount to include they " we could not do the IRRL because the VA states you have to make 6 payments with just your name on the bank account, '' " we do not keep the interest money it goes to the VA, '' " we charged you more interest this year because we combined from last year because you paid so little, " also we charged you more because you had the pandemic relief assistance and that interest was because you did not pay for 2 years. '' These claims are all false. It is not only an IRS violation it is unethical. This is why they do send this information in writing but rather in a phone conversation.
The amount of money I paid in interest is unlawful, like a loan shark operation for a family mourning the service connected death of my husband, XXXX illness, and financial hardship.
Mr. Coopers practices are deceptive and unethical. I request they refund the interest paid and stop their dishonest and deceitful explanations. The VA does not collect money, they guarantee the loan. I would like their communication only in writing.
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12/15/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
- Foreclosure
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Web |
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On XX/XX/XXXX I have a balance of around XXXX and I did make payments untill XX/XX/XXXX and I did send the amount of XXXX through the end of XX/XX/XXXX and that was the amount of balance on my house because my loan XXXX be ended in XX/XX/XXXX. In XXXX I went to XXXX XXXX XXXX XXXX and make arrangements to pay my taxes by on payment plan and Mr Cooper before XX/XX/XXXX pay my taxes of the mortgage and I did contact Mr Cooper letting them know that I did arrangements and they didn't care so they pay amount of my house taxes and then add it to my mortgage loan in XX/XX/XXXX I did ask the pay off of my mortgage and I did receive a.pay off letter and XX/XX/XXXX I did send a payment of XXXX I contact Mr Cooper mortgage company and told them I was having a financial help from.XXXX XXXX XXXX XXXX XXXX I did spoke to different representative and told them about a check that XXXX was sending to pay my mortgage payments at that time I requested a pay off and they send me one of the amount of XXXX and XXXX XXXX send the check to Mr Cooper and I did spoke to a representative a told him to accept the check please and the representative transfer me to a supervisor and the supervisor told me they needed to return the check and they did returned because it was not the account number on the check that was in XX/XX/XXXX then I spoke to my case worker from XXXXXXXX XXXXnd let her know the situation and she told me they will resend the check again with loan number and they did send the check of the amount XXXX but Mr Cooper did not receive it and I was very confused why Mr Cooper did not want to receive it so I was contacted Mr Cooper and then spoke to a representative and told me that the check will need to be do by wire transfer i did contact my case worker let her know, in XX/XX/XXXX Mr Cooper representative told me by phone that my house was on foreclosure and I was so worried and since then I can even sleep ... then I ask the representative for the pay off and she told me by phone it was XXXX and she told me it has to be do by the XX/XX/XXXX. My case worker was not able to send the money on the XXXX of XXXX and I did contact XX/XX/XXXX a representative and told me that in XXXX my amount will be not the same of XXXX and I did try to contact Mr Cooper and the system went down for 9 days in XX/XX/XXXX then I did call and the automatic system took XXXX payments of XXXX dll in XX/XX/XXXX then i have being asking for the pay off and all the representative that i have spoken told me there did not have it and told me that the XXXX payments i make in XXXX is on a savings account that they will not put in in my balance and i and I am very worried they sell my house without letting me know I have so much going on with this representative people and I did found out that Mr Cooper sell my loan to Nationstar on XX/XX/XXXX and they did not notify me ..and now I am dealing with another company name Rushmore servicing and is the same as Mr Cooper i am very confused and very worried because this is very weird..i need help to investigate all of this issues and i do have all the receipts and evidence..another issue my house insurance was going to be renewed on XX/XX/XXXX and Rushmore Servicing already pay it off and another issue I went to make arrangements on a payment plan with XXXX XXXX XXXX tax and Rushmore Servicing pay the amount in full and I did let them know to not pay my taxes and they pay it on XX/XX/XXXX I do feel this bank is has being doing a fraud on my loan account
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10/15/2022 |
Yes |
- Debt collection
- Mortgage debt
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- Attempts to collect debt not owed
- Debt was paid
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Web |
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On XX/XX/XXXX, XXXX XXXX employee of Nationstar Mortgage, LLC signed a verified mortgage complaint under penalty of perjury, which states, Plaintiff holds the note & mortgage. The complaint further states Borrower ( s ) owe plaintiff {$19000.00} that is due on the principal on the note and mortgage interest from XX/XX/XXXX, late charges, costs of collection and reasonable attorney fees and such other expenses as may be permitted by the mortgage. The complaint states the owner of the subject property is XXXX XXXX, which is also materially false, fictitious, or fraudulent statement as XXXX XXXX XXXX XXXX XXXX acquired the property as a married couple and XXXX is a tenancy by entirety state. The complaint states The interests of each defendant are subject, subordinate, and inferior to the right, title, interest, and lien of Plaintiffs mortgage, unless as otherwise provided by law. This is false, fictitious and is misrepresentation, as the Nationstar Mortgage, LLC never had any right, title, interest or mortgage lien on the subject property. Nationstar Mortgage, LLC has never had or owned a first lien mortgage on the subject property XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXXOn, XX/XX/XXXX, SEVEN days after the verified mortgage foreclosure complaint was filed, a corporate assignment of mortgage XXXX XXXXXXXX XXXX XXXX from XXXX XXXX XXXX XXXX XXXX ( as grantor ) to NATIONSTAR MORTGAGE LLC ( grantee ) was recorded in the official land records of XXXX XXXXXXXX XXXX XXXX on XX/XX/XXXX against the fee simple property of XXXX XXXX and XXXX XXXX XXXX located at XXXX XXXX XXXX XXXX , FL XXXXXXXX XXXX The assignment was back dated and executed by XXXX XXXX ( a former employee of Nationstar Mortgage, LLC, signing as the assistant secretary of XXXX XXXXXXXX XXXX XXXX XXXX XXXX on XX/XX/XXXX with XXXX XXXX XXXX XXXX XXXX XXXX as the sole assignor, ( not as a nominee or beneficiary for any lender, mortgage servicer or bank ) located at XXXX XXXX XXXX XXXX, XXXX XXXXXXXX and Nationstar Mortgage, LLC as the assignee.This assignment is fictitious in nature & contains materially false, fictitious, or fraudulent statements as XXXX XXXX XXXX XXXX XXXX did not have any interest to assign and was not a nominee for any party that held interest in the mortgage. There is no assignment in the official records of XXXX XXXX which shows mortgage XXXX XXXX XXXX XXXX as a previous grantee. There is no assignment in the official records of XXXX XXXXXXXX XXXX that would give Nationstar Mortgage LLC employee the authority to assign a mortgage from any party to Nationstar Mortgage LLC. NATIONSTAR MORTGAGE, LLC has never owned a mortgage or a note signed by XXXX XXXX or XXXX XXXX. Nationstar Mortgage LLC has never owned a first mortgage lien on the subject property. Nationstar Mortgage, LLC and its employees have engaged in fraudulent document filing, theft of property and unjust enrichment as well as fraud in the inducement. There are no records which show Nationstar Mortgage, LLC has EVER held a first mortgage lien on the subject property. Theft of real property is a crime.Fabricating assignments of mortgage, fabricated mortgage and note, and payment history from servicers who do not have any interest, title, right or ownership of any debt associated with the homeowners property is a crime.
Neither XXXX XXXX or XXXX XXXX has ever been in default to Nationstar Mortgage, LLC. Nationstar Mortgage, LLC was never the owner of a mortgage or a note signed by XXXX XXXX or XXXX XXXX.
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12/06/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Servicemember |
Starting in XX/XX/XXXX, we have continuously asked for help via a forbearance plan due to the fact that my husband was put on furlough from XX/XX/XXXX - XX/XX/XXXX at which time he was laid off. We continued to request the forbearance plan until we had exhausted our time limit, which was XX/XX/XXXX. During this extended period of time, I kept in touch with the company, Mr. Cooper ( which is a brand of NationStar Mortgage ) almost monthly, of which I have written documentation of each date and time I called. On XX/XX/XXXX I was told to call back after XX/XX/XXXX for loan modification or loan deferral program and that yes, the forbearance plan will expire on XX/XX/XXXX. I called back on Thursday XX/XX/XXXX. I asked many questions about the upcoming plan possibilities and was given a choice between the deferral plan and the loan modification. The loan deferral was explained to me as we would begin payments at our original monthly payment ( {$2600.00} ) and the balance of what we owed would be added to the end of the loan without additional interest being added to it and that payments would begin on XX/XX/XXXX. We could also increase our payments to get caught up on escrow within 6 months. The loan modification was explained as being a lower monthly payment ( {$1900.00} ) with the balance being put on the end of the loan and interest being charged on it. I chose the deferral plan and was thrilled it would not start until XXXX XXXX, XXXX. I was told we would be getting a statement in the mail.
As XXXX progressed, nothing arrived in the mail but my husband kept getting emails and phone messages with very general messages that said to get in touch with Mr. Cooper. I assured him all was fine. Knowing the payment was due XXXX XXXX, XXXX and we had yet to receive anything in the mail I called Mr. Cooper on XX/XX/XXXX at XXXX. I waited on hold for XXXX minutes with no answer, so I hung up and told myself I would call tomorrow. I did indeed call the next day, XX/XX/XXXX at XXXX pm. I was informed the deferral plan was cancelled as the first payment was due the day before ( XXXX ) and that they would be proceeding with foreclosure and we could apply for a loan modification. I was completely taken aback and in total shock. I asked how we were supposed to know about that due date? I asked if we had anything sent to us via mail or email? I was told " no '' and that we had been sent emails to get in contact with them but those emails contained no details or sense of urgency whatsoever. I plead shamelessly for the deferral plan to be put back into place.
XX/XX/XXXX a loan modification application was made while our plea for the deferral to be reinstated was declined.
XX/XX/XXXX our loan was still in underwriting XXXX, XXXX, XXXX our loan was still in underwriting but looked as if just the fine details were being worked out and we were probably going to get it.
XX/XX/XXXX we would be approved for the loan modification after a 3 month trial period to start XX/XX/XXXX and lasting until XX/XX/XXXX at which time our new loan terms/contract would be sent via XXXX 15 days after last payment. But with the terms of this loan modification we end up paying so much more and our principal went up {$51000.00}.
So, our complaint revolves around the fact we were denied the deferral plan because we missed a payment ( by 1 day ) and the reason we missed the payment was because we were never made aware, in writing - mail or email- of the this due date or exact amount due.
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05/07/2019 |
Yes |
- Debt collection
- Mortgage debt
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- False statements or representation
- Attempted to collect wrong amount
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Web |
Older American |
I believe this is a violation of the TILA, as the company has simply refused to apply funds that were offered in good faith and also to help me correct any error caused on purpose to deny my escrow removal.
I took this mortgage out in XXXX and have been paying online every month, on time, from the same bank account at XXXX XXXX ever since.
Now, in trying to remove my account from escrow starting in XX/XX/XXXX when they changed my escrow payment schedule and charged me a fee for their mistake, the company failed to apply three payments.
However, these payments were confirmed as paid by their escrow agent with # XXXX on XX/XX/XXXX.
After the confirmation, the money was not applied and the payments were reversed.
Evidently, the first payment went to an " unapplied '' account, where it still is. The second one, made on XX/XX/XXXX was REVERSED -according to the escrow history I was given on XXXX XXXX and the third that I made by phone on XX/XX/XXXX was REVERSED also. According to the same history, both amounts were REVERSED on XX/XX/XXXX.
According to their escrow escalation expert, XXXX XXXX, these last two payments were not applied as they allege I wrote the numbers of the payment account in online incorrectly. I assert that this is a lie and also my account number is the same I have been using for over 10 years. In any case, even if I had written it in incorrectly, the company did not help me correct the error, which is indicative of their false collection practices and also their negligence.
Also, the last of these transactions was made by phone using a representative. I now have an email from Ms. XXXX stating that the representative failed to take my bank account numbers for that phone transaction. According to Ms. XXXX, since I allegedly incorrectly put in the wrong number on the second transaction, the representative I used to make the payment failed to ask for the correct account number and instead used the incorrect number I had allegedly previously entered.
Ms. XXXX promised to send me a screen shot of the erroneous entry, but I never received any ; and if any number is on my account that is erroneous it would have to be corrected, which correction has never been requested. Ms XXXX also alleges that she listened to the phone call with me on it where the representative only asked for the last 4 numbers of my account, but did not pass that back to me either. I assert this is also a lie as the phone representative took all my bank account numbers, in my memory.
The resulting " late payment '' that was caused by the company 's failure/refusal/reversal in taking payment is entirely their fault as I was given confirmation that this was concluded.
First, disqualifying me for their negligence is almost certainly a violation of my TILA rights as I was not advised that these payments were not made, quite the contrary, I go got confirmation that they were.
Second, they are almost certainly lying about the payments not being made. They were, granted, not processed, but by marking the transactions REV on the escrow history, they are certainly guilty of not having communicated the status of the payments properly as I had confirmation that the payments were made.
Finally, there is no reason not to grant me escrow removal except for this artificial late payment so they are clinging to that pretext for reasons that must be suspicious.
This company probably needs an audit. In the meanwhile, I need to get this situation resolved.
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03/24/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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This complaint concerns how Mr. Cooper XXXX Nationstar Mortgage, LLC ) is handling my current mortgage, specifically my Escrow Account. I refinanced my home mortgage with Mr. Cooper in XX/XX/XXXX. Previous to that, my mortgage was serviced by Nationstar Mortgage, LLC after being sold to them by XX/XX/XXXX XXXX in XXXX.
Since I refinanced with this company in XXXX, I have had an issue with my escrow account. In XX/XX/XXXX, Mr. Cooper performed the required Escrow Analysis and my account was short over {$100.00}. In XX/XX/XXXX, Mr. Cooper performed the yearly analysis and I had over {$200.00} surplus in the account and was issued a check for amount. In XX/XX/XXXX, Mr. Cooper performed the yearly analysis and my account is short over {$300.00}.
In early XXXX I called Mr. Cooper to express my concern about one year having a surplus and the next having a shortage. The Agent explained the Escrow regulations about having to refund any surplus over {$50.00} and that Mr. Cooper CAN legally require me to have a low balance that is never less than 2 times my monthly Escrow payment. I fully understand what an Escrow is and how the amount can change yearly based on cost of insurance and taxes. My issue is having a large shortage one year and somehow the next year having a large surplus despite having only a minimal raise in insurance and/or taxes. They are not careful with when they pay your Insurance Company or your Tax bill. My Insurance is due in XXXX, they do the Escrow analysis and will list it due in XXXX but will randomly pay it in XXXX. My taxes have to be paid by the end of the year. Again, they will list it as due in XXXX but consistently pay it in XXXX. I have questioned this every year since I refinanced my mortgage in XXXX.
On XX/XX/XXXX I spoke with XXXX in Arizona and requested that my Escrow Account be closed. I was transferred to XXXX. I am fully aware that I will now be responsible for paying my Insurance and Taxes. The XXXX verified that based on their Escrow Removal Tool my escrow was eligible for removal but it still had to be reviewed. I should have received a confirmation within 30 days per the agent. Since XX/XX/XXXX, I have repeatedly tried to get an update on the removal of my XXXX Account and when they would refund the amount currently in the account. Every time I call I receive different information. I was told its in process then I was told the case is closed. XXXX who transferred me to XXXX who verified my information, found a case but said it was resolved. XXXX submitted another request and said that they have my case and that I qualify. On XX/XX/XXXX I spoke with XXXX in Texas who transferred me to XXXX XXXX an Escalation Team Representative ) and I was told that the previous agents had failed to complete the process completely. The Escalation Representative apologized and told me the former agents would receive proper training to prevent this from happening again. The representative went on to say she was escalating the process to highest level possible and that she would call me back that afternoon XXXX Thursday XXXX or the next day XXXX Friday XXXX. I NEVER received a call back. I sent an email to them on Saturday XX/XX/XXXX ( XXXX ) asking for a response by Monday XX/XX/XXXX and have received nothing. Mr. Cooper/Nationstar has the worst customer service I have ever experienced. It is difficult to follow up with specific agents and none of them seem to be able to follow through with solving issues.
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03/04/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Our mortgage loan was moved to mr. Cooper when we refinanced in XXXX XXXX. Mr. Cooper made a mistake when transfering the loan informationto to their system. They mispelled my husbands name.
I contacted them when we received our first statement in XX/XX/XXXX to informed them of the problem and I was told that we had to send some documents to fix their mistake : written note, birth certificate, and driver license. We were supposed to have an answer within 5-7 business days. I was confused because this kind of situation had never happened to us before. I sent all of this information through mail in XX/XX/XXXX to their Notice of Error/Information Request/QWR* address that I found on the back of our mortgage loan statement.
I contacted them again XX/XX/XXXX at XXXX p.m. spoke to XXXX and call was disconnected, XXXX did not call back so I called again XX/XX/XXXX and spoke to XXXX. XXXX was able to assist and transferred me to an escalation specialist named XXXX. XXXX pulled the Deed of Trust and apologized for mr. Coopers mistake on mispelling my husbands name. She made the correction and said I did not need to send any paper work to prove that my husbands name is his legal name. I informed her that I had already mailed all those documents and at least one month had passed and no one had contacted me to fix the issue. XXXX said it would take them just a few days to fix the issue and I asked her to make sure our 1098 form would be sent in with the corrections made. She assured me the issue would be resolved.
We received our XXXX laon statement and the name correction had not been made. We received our 1098 along with a 1099-INT form and my husbands name was spelled incorrectly! I called mr. Cooper XX/XX/XXXX and spoke to XXXX and he transfered me to XXXX XXXX, an escalation specialist. XXXX XXXX said the name correction had been made. He said he would request to have the name correction on the 1098 form and regenerate a new one. He promised to call and or email me with updates within a few days, he did not.
Name correction was done on the loan statement, but no regenerated 1098 form was sent to us. On XX/XX/XXXX at XXXX pm. I called mr. Cooper once again. Spoke to XXXX, informed him of all the troubles we have endure with mr. Cooper and requested and explanation for the lack of professionalism and documentation that needed to be provided to us. I also complained of two letters we received from mr. Cooper stating Based on the information you provided, the bame on your account has been updated from mispelled name to correct name. Please note that while we will change the bame in our systems, the documents recorded in the county will remain under the original name on the obligation. No explanation was given in regards to this note even though mr. Cooper is at fault for this mistake. XXXX said the request made by XXXX XXXX to regenerate another 1098 for had been denied. He asked if we were informed of this and I told him we received no letter, no call, no email in regards to this denial. XXXX said he would submit another request to have a 1098 for regenerated with the correct name and would provide proof at the mistake so that the request would be taken and the problem would be fixed. He said this would take a few days and we should receive our 1098 form in a few days.
XX/XX/XXXX, we have not yet received the corrected 1098 form. This has been the worst experience we have had with any loan mortgage. Not very good service!
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07/27/2021 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
At the end of XXXX I contacted Mr. Cooper to see what my options were for the end of my requested forbearance. I was ready to resume making payments on my home. My family, like most, has been affected by COVID-19. Reduced hours, lost jobs and death have all plagued my family over the past year.
When I spoke with a Mr. Cooper loan specialist I was asked a series of questions about ending my forbearance. I was eager to get back on track with my mortgage. Over the past year I was able to pay a little bit over {$5000.00} towards the mortgage. I made payments on the following days for the following amounts : XXXX : {$200.00} XXXX XXXX : {$1800.00} XXXX : {$3000.00} When I inquired about the payments I've made, I wasn't given an explanation as to where the funds were applied. Currently, when I look under posted payments on the Mr. Cooper website all of the above mentioned payments say " unapplied funds ''.
At no point during the forbearance process was I informed I would only have 3 months to repay the almost {$14000.00} past due on my mortgage. I called on XX/XX/XXXX to find out my options. I was told by an agent I would have to pay back {$3900.00} every month until XXXX. Which was totally doable. She then flipped to another screen and mentioned I had a VA loan so I only had 3 months to pay the past due back. She said because that's what the VA allows. Having only 3 months for repayment. Which meant I had to pay back {$5900.00} per month, until XXXX.
I asked if there were any other options, to which I was told only a modification or the payment plan I was offered were my only options. I have called multiple times to see if there were any other options other than what I was offered. I even asked if they could stretch it out to 4 months. For which I was then told I would have to send an email to XXXX to ask for a extension longer than what I was given. Having to send an email to my loan company seems counterproductive. Each and every person I spoke with alluded to the fact that it was a long shot to get a longer than 3 month repayment schedule. It's almost as if Mr. Cooper would rather foreclose on my home then work with me.
During my call today, and every other time I've called, I had to inform my loan company of the COVID-19 Veterans Assistance Partial Claim Payment Program. They didn't have a clue of what I was speaking about. I finally was able to walk the agent through on how to find the program, only for her to tell me I don't qualify. It's almost as if they don't want to help veterans keep their home.
It's also extremely difficult to comprehend that there is little wiggle room in this situation. I'm ready to start paying my mortgage, but {$5900.00} seems really high for a family that is coming off of forbearance. My normal mortgage payment is around {$1400.00}.
I'm beyond upset because I have asked multiple times where in the guidelines does it say I can only have 3 months for repayment. If I would have known I would have only 3 months to pay any past due, I would have attempted to resolve the issue on my own.
Every single agent I spoke with prior to today, told me it was a long shot to ask for anything longer than 3 months and be approved.
Just like everyone else family I've had to deal with my fair share of ups and downs. I just don't understand why it's so difficult to get a 4 month extension. It would mean the difference of me keeping my home or having to move.
Thank you for your time, XXXX XXXX XXXX
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12/10/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Servicemember |
Two ( 2 ) emails sent to Mr. Cooper Mortgage management and Customer Service~~ Please consider this email to both of you as a formal complaint regarding the terrible service we have been receiving in trying to find out what your company did with our XX/XX/XXXX mortgage payment. As detailed below, it was mailed in XXXX from a South Carolina post office and has not been credited to our account and never cleared our bank. A chat conversation ( ticket ) was initiated on the morning of XX/XX/XXXX ( with " XXXX '' ) and we were advised there there was a piece of mail which had come into your office with our return address on ( do not know how this was determined ) and that it was most likely the payment which would be processed. That was not true, of course, so on Tuesday, XX/XX/XXXX Customer Service was called ( and the computer generated voice actually told us that our mortgage was serviced by XXXX!! -- see comment below ). We did get through your horribly annoying telephone 'tree ' and speak with a woman in Customer Service who advised us to send the email below. She dictated the wording to us, we sent it and were told by her that we would hear back within 3 business days. That, of course, did not happen. On Friday, XXXX XXXX we called and spoke with 'XXXX ' in Customer Service . He said that he did not see any issue with the application of the prior payments being applied out of order, there was still no record of our December payment and there was no way we were told we would hear back from " Research '' regarding this check is within 3 days. So at least 2 of your staff are not telling us the truth.
1. There was a piece of mail from us on XX/XX/XXXX XXXX. Write this email and the " Research '' department would be back in touch in 3 business days with an answer Back payments were not being correctly applied. ** ( This statement alone is a red flag and makes us believe that there has been an on-going screw up with the way our checks are being processed to our account. ) ** 3. All payments are being correctly applied and no way the " Research '' department would be back to us in 3 business days Which ones are the lies?
We would appreciate some intervention from upper management on this issue. We greatly value our credit scores and ratings and do not want any problems to result due to the incompetency of staff at your Company. The payment is nearly XXXX XXXX so just sending an additional one is not so easy. Our bank charges {$31.00} for a stop payment and we were told by XXXX that Mr Cooper would not reimburse us for that charge if it came to that.
Telephone number to contact us is XXXX XXXX. Please resolve this for us.
XXXX -- -- -Original Message -- -- - From : XXXX To : XXXX XXXX Sent : Tue, XX/XX/XXXX XXXX XXXX Subject : Missing Payment for Loan # It appears that all of my payments are being applied 2 months out and I mailed the XX/XX/XXXX payment on XX/XX/XXXX *Check XXXX XXXX which has not yet been applied to my account. We are still showing that our XX/XX/XXXX payment is due. The check has not been cashed, per my bank.
My Phone # is XXXX Also, as an odd aside to what might be going on, when I phone your customer service phone numbers I get an automated message that says our loan is being serviced by XXXX and XXXX then am given the phone number for XXXX. I continued on with putting my loan number in and was able to get through to a real person in customer service, but this whole situation is very bizarre.
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04/27/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Older American |
I built my house in XXXX. I worked for XXXX XXXX XXXX XXXX XXXX for 15 years at that time. I got a conventional mortgage and placed {$63000.00} out of my 401 down to buy the house. At that time, I was paying {$1500.00} per month which was acceptable. However, when the economy went down, I lost my $ XXXX/hour job and have never been able to recover. I was not getting any kind of income until XXXX when I started collecting SS. However, from XXXX to XXXX, I kept getting modifications from the mortgage company, however, they were switching the loan from here to there and there to here and I ended up with an interest rate of 9.5 %. Therefore, each modification was no where for me to be able to afford. At this present time, they was {$2500.00} a month because of the loan in default. I have made random payments, however, they would not accept what I could afford all those years. At one time, they modified it under the Obama plan to approximately 1300, however, it was when I did not have a job. I got a job to survive at less than 10 an hour for this area, which is the going rate. I love my home and all I want at this time is a good payment. I now receive SS and I work also. My SS is XXXX and my job is XXXX per month. I just went through another modification and they still are coming back at {$2500.00} per month. I do not believe anyone would pay this amount in this area. I live in Delaware and all jobs in this area are {$10.00} and under.
I am a Senior Citizen at XXXX years old and I believe the interest rate of 9.5 % is just ridiculous. I should not be moved out of my house, as I have no where to go. I have no family to go to like other people do. Why should I be put in the streets when I am willing to give at least 1200 a month to stay in my home. I have exhausted all my 401 funds. I worked all my life in XXXX XXXX, XXXX XXXX XXXX XXXX, and still going to XXXX XXXX looking after the XXXX making them smile.
It does not seem fair when I am able to make a reasonable payment to the mortgage company at this time. Please, there are so many complaints about this servicer putting people out of their homes. They really need to be looked into.
At this point, I am in bankruptcy to try to stay in my home. However, they are requesting a relief of stay from the bankruptcy in order to foreclose or have me short sale the house. I am totally embarrassed about the bankruptcy. I have owned 3 house before this and have paid off the loans and moved on. Due to no circumstance of my own, losing a job after so many years is not a good feeling. I did all the right things, went to college, started working at XXXX XXXX in XXXX, PA, XXXX XXXX XXXX XXXX XXXX in Washington, D.C., XXXX XXXX XXXX in XXXX, Maryland and now working for XXXX XXXX. All of my work records will show how dedicated I am to working and making a living. I have references and friends, neighbors who know what a good person I am, but due to the circumstances I never saw coming, I am at this crossroads in my life.
I have no where to go and I have dedicated my life to health care and I think that there is something that can be done. As I said before, I am a senior citizen and wish very much to remain in my home for a little longer.
Thank you for your consideration in this matter and look forward to your reply.
I have also submitted a complaint to the Delaware Dept. of Justice in XXXX, DE also. I submitted reports of complaints regarding the servicer for this mortgage.
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10/22/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Older American |
MR. COOPER DEED IN LIEU HISTORY XXXX XXXX XXXX XXXX XX/XX/XXXX Requesting assistance from CFPB to get an approved Deed-in-Lieu finalized with our mortgage lender, Mr. Cooper. The Deed-in-Lieu application was approved in XX/XX/XXXX but to date we are still awaiting final documentation that officially removes us from the property. Below is a timeline of events and copies of emails that show proof of approval and the lender in control of the property : XX/XX/XXXX XXXX XXXX lost of income due to company reduction in force causing a 70 % reduction in household income requiring major cuts in household expenses.
XX/XX/XXXX Last compensation check from Employer compensation XX/XX/XXXX - Notified Mr. Cooper, mortgage lender that we could no longer afford to maintain monthly mortgage payments. Despite an 11-year perfect payment record, there was nothing they could do unless one of the responsible parties died or family forced to move due to job relocation, so instead we attempted to sale the property.
- Placed house for short sale - Stopped paying mortgage - Started receiving full social Security benefits. Despite Social Security benefits, take home income reduced by ~70 % and the mortgage was our largest expense.
XX/XX/XXXX No buyers for house. Discussed options with Lender to prevent foreclosure and upon their offer of a Deed-in-Lieu ; we accepted and applied. Deed-in-Lieu ( DIL ) application was accepted by Mr. Cooper and representative XXXX XXXX was assigned to the case.
XX/XX/XXXX DIL approved and Mr. Cooper offered XXXX XXXX XXXX XXXX {$6000.00} to close the XXXX trust loan and they accepted.
XX/XX/XXXX Payoff of XXXX from funds by Mr. Cooper XX/XX/XXXX received email from Mr. Cooper on preparation of Surrender of Possession Agreement to finalize Deed-in-Lieu and to vacate the property by early XX/XX/XXXX.
XX/XX/XXXX Email received from Mr. Cooper requesting status on our move date. Property vacated on XX/XX/XXXX Moved out as instructed.
XX/XX/XXXX to XX/XX/XXXX The 2nd mortgage ( XXXX ) was paid and lien against property cleared, Received a 2nd notice from Mr. Cooper to vacate even though we moved as instructed in XX/XX/XXXX.
Email received from Mr. Cooper that previous message was in error and to ignore.
Received via USPS an appraisal with picture of vacant house from Mr. Cooper Per telephone call, we were told title company was not accepting the loan release from XXXX. Mr. Cooper forwarding case to a different title company.
XX/XX/XXXX New appraisal request but we dont have access. Forwarded appraiser to Mr. XXXX. Mr. XXXX sent message this call was an error, and they have control of property XX/XX/XXXX Found a Keys for Cash agreement in our online account folder, but no notification it was there. Signed, notarized and returned, but to date no completion of Deed-in-Lieu XX/XX/XXXX - Last title company assigned found 20 & 30 year old liens, issued before property was built, they want proof cleared. Although all companies listed were out of business, we forwarded to the Title Insurance company and put them in touch with Mr. Cooper representative.
IT HAS BEEN OVER A YEAR, ONCE MR. COOPER APPROVED OUR DEED IN LIEU REQUEST. No reasonable explanation why we have not been removed from the title. We do not have access to the property, but held responsible for property upkeep by HOA and local authorities. Requesting assistance from the Consumer Financial Protection Board to get this mortgage action closed.
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04/17/2023 |
Yes |
- Debt collection
- Mortgage debt
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- False statements or representation
- Attempted to collect wrong amount
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Web |
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My initial contact with Mr Cooper ( Nationstar Mortgage LLC ) happened on XX/XX/XXXX. The customers on their mortgage passed away and the authorized user passed away and I am the admin of the estate for the authorized user. I told them everything that was going on and was told to email an email address, which I did. I was told to forward all information I had and I would receive call back in 7-9 business days .... Fast forward to XX/XX/XXXX, no call back so I called them back. I confirmed they received the email from me with all the information, BUT they added my mother as the authorized user ( you know, the one that passed away and I'm the admin of her estate ) even though I provided her death certificate on XX/XX/XXXX. Fought back and forth with them for hours and finally was able to talk to them.
The mortgage hadn't been paid since my mom 's passing in XXXX, and they obviously wouldn't speak to anyone until AFTER I got my admin paperwork ( EVEN though they added the incorrect person to begin with on the account as the authorized user ) so the mortgage was behind. Late XXXX we get notification that the house is going into foreclosure and scheduled to be sold XX/XX/XXXX ( even though STILL no one will talk with me even though I provided paperwork ).
Finally after the hours on XX/XX/XXXX of fighting back and forth I was authorized as the user that they would talk to. I was asking what we could do to avoid foreclosure and get the house caught back up. I was told I could NOT make payments towards the full amount owed; it had to be paid in FULL or they would still foreclose. I asked for the amount and was given a past due amount of around {$12000.00}. In my mistake, I didn't write down the FULL amount so I called back asking to get the amount and was told that we would need to " submit a quote for reinstatement '' and would get it in 24-48 hours.
The next day, XX/XX/XXXX I was given a quote of around {$13000.00}. I was shocked. First I was told {$12000.00} and now it's gone up {$1800.00} overnight. I immediately asked to speak with a XXXX, was told XXXX wasn't available and they would request one to call me back in XXXX to XXXX hours. I asked MULTIPLE times of the representative that called me if this quote would go up and I was told the same thing over and over again : Yes, the quote will increase again on XX/XX/XXXX, but not before then.
Here we are on XX/XX/XXXX. I called Mr Cooper to get the wire information so I can pay off the {$13000.00} out of my pocket to catch the estate up. I was told a few steps had to be taken and one of them was to pay the reinstatement amount. I advised that I was aware and it was XXXX
I was told it wasn't, it was now {$15000.00}... I immediately demanded a supervisor because now I had been lied to not once, but TWICE over this issue. I was told the amount would NOT increase until on XX/XX/XXXX. I advised that I demanded one weeks ago, they acknowledged there was a request for one, but yet again, I didn't get a response.
I was transferred to a supervisor 's voicemail and yet still no callback ( no surprise at this point ) Acting as a debt collector, it seems to me that they have now violated the FDCPA not once but TWICE. They have lied to me on the amount owed on at least 2 occasions.
In order NOT to lose my family home of almost 30 years, I now had to come up with more money. I went ahead and sent a wire transfer of the amount they demanded to clear the foreclosure.
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01/27/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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My wife and I sold our home on XX/XX/XXXX. The title company received a payoff from Mr. Cooper ( attached ) that included interest calculated until XX/XX/XXXX, in the amount of {$62000.00}. At closing on XX/XX/XXXX, I asked the title company why I would have to pay interest to XX/XX/XXXX when the payoff proceeds were to be wired to Mr. Cooper on XX/XX/XXXX. I was told that they didnt understand either, but to question the payoff would only delay the closing perhaps for weeks. So, we paid what amounted to an additional {$3100.00} plus change that we did not owe with the promise that Mr. Cooper would refund the overpayment very quickly.
After the closing, I called Mr. Cooper and the representative with whom I spoke acknowledge they did overcharge for interest, and would be sending me approximately {$3100.00} within 30 calendar days of the closing ( XX/XX/XXXX ). Neither me nor my attorney have received anything as of the date of this complaint ( XX/XX/XXXX ).
When I had not received anything within the 30 day period, I called Mr. Cooper and was told a check had been sent to my attorney of record, at his law office in XXXX, NM. They explained the delay in delivery on the post office. I called the attorney, and he said he had not received a check. I decided to wait a few days to see if the check would show up. It did not.
When I called to complain and to ask where my refund was on XX/XX/XXXX, a representative of Mr. Cooper instructed me to send a copy of a voided check so they could make a direct deposit into our checking account. I received the following response on XX/XX/XXXX, The voided check you sent has a trustee on it. We need a voided check with just yours and XXXX name on it. Without the trust thank you.
I called the representative and told her everything we own is in the trust ( established 25 years prior ), including all bank accounts. I also advised her this was the same trust under which we held title to the property while mortgaged, and the same trust for which Mr. Cooper has our trust certificate stating either me or my wife are authorized to do business on behalf of the trust.
After being told this was an insurmountable problem during that call on XX/XX/XXXX, I instructed the representative to have a check mailed directly to our attorney of record, as they claimed to have done the first week of XXXX. He is an authorized contact on Mr. Coopers books. I was told the money would be overnighted to his office in XXXX, NM that same day.
When nothing arrived at the attorneys office by XX/XX/XXXX, I called the Mr. Cooper representative once again. I was told the check had been overnighted to the attorneys office on XX/XX/XXXX. I asked for the tracking information, and was told she would send it immediately. It is now 24 hours later, and I have not received the tracking information, and no check has arrived.
I am outraged at the treatment I have received from Mr. Cooper. I cant imagine how much this practice of unlawfully holding other peoples money, while generating revenue on interest free dollars, increases Mr. Coopers bottom line annually. If and when I finally receive the monies I am owed, I believe Mr. Cooper has an obligation to pay me interest and a penalty fee on the monies being withheld. Nothing else would be equitable.
I just hope they indeed reimburse me for the overpayment they required, quickly. I can not afford to be without {$3100.00} during these difficult times.
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09/16/2021 |
Yes |
- Debt collection
- Mortgage debt
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- False statements or representation
- Attempted to collect wrong amount
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Web |
Older American, Servicemember |
I'm a XXXX XXXX XXXX veteran. I have been fighting foreclosure since XXXX. Nationstar/Mr. Cooper continues to refuse to acknowledge my complaint because I was represented by an attorney that is now deceased. I sent Nationstar/Mr. Cooper and North Carolina Bar an obituary notice to confirm the death of my attorney, XXXX XXXX. They still refuse to talk to me, however, the last mortgage notice I received from them indicates I have to pay {$77000.00} as of XX/XX/XXXX. I originally refinanced {$80000.00} in XXXX with XXXX XXXX. XXXX XXXX transferred my mortgage documents to XXXX XXXX. XXXX XXXX negotiated my mortgage documents to XXXX XXXX for a derivative. XXXX XXXX did not follow the securitization rules and did not transfer my Deed of Trust to XXXX XXXX until 8 years after the fact.
In XXXX, XX/XX/XXXX I checked in to the XXXX XXXX in XXXX XXXX, TN. I was released, free of XXXX XX/XX/XXXX. When I returned to my home it had been " stripped '' and I was notified XXXX XXXX XXXX was foreclosing. I responded by demanding a jury trial and filed an insurance claim against the forced-placed insurance with the bank. An insurance adjuster determined there was {$20000.00} in damages to my home. XXXX XXXX mailed a check to XXXX XXXX XXXX in the amount of {$9800.00} and change. XXXX XXXX XXXX refused to release any of the funds and insisted I hire a contractor. If the funds had been released I could have stopped the foreclosure and repaired the damage to my home. Due to XXXX 's refusal to release any of the insurance payout the foreclosure continued. The lawyers representing XXXX utilized unconstitutional statutes and forgery ( robosigner ) to obtain an erroneous judgment. That judgement was reversed and remanded by the NC Court of Appeals. In an opinion titled- In Re Garvey, 772 S.E. 2nd 747, 748. ( N.C.Ct App. 2015 ). The following year the lawyers representing BoA utilizing the same unconstitutional statutes and another judge to obtain an erroneous second judgement. While I was in the NC Court of Appeals for the second time the lawyers notified me of a foreclosure sale. So I filed bankruptcy to protect the property. To no avail. In XXXX of XXXX, the lawyers sold the property on the Courthouse steps for {$57.00}. Please see Exhibit A. Note the red arrow pointing to {$57000.00}. Go to Exhibit B and notice that under PRINCIPLE RECONCILIATION applied balance debtor paid {$2200.00}. See arrow. Under INTEREST RECONCILIATION interest paid the debtor paid {$3000.00}.
Go to Exhibit C. Under PRINCIPLE RECONCILIATION the applied balance indicates {$180.00} was paid. See arrow. Under INTEREST RECONCILIATION for XXXX interest paid was {$160.00}. See arrow.
Pursuant to Exhibit D debtor paid {$8300.00} through the bankruptcy trustee to the mortgage company. See arrow.
Under Exhibit E Nationstar/Mr. Cooper is now demanding {$77000.00} to reinstate the mortgage.
In summary and conclusion. In light of the fact the indebtedness was {$57000.00} in XXXX of XXXX. Taking into consideration Exhibit D from the bankruptcy court the payment of {$8300.00} does not equal {$77000.00}. It appears Nationstar/Mr. Cooper is utilizing unfair and fraudulent debt collection practices to extort {$20000.00} in unjustified funds to reinstate the mortgage.
Debtor respectfully asks that Nationstar/Mr. Cooper reconsider reinstating the mortgage for a correct principle balance and {$15000.00} available for payment to Nationstar/Mr. Cooper
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09/16/2021 |
Yes |
- Debt collection
- Mortgage debt
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- False statements or representation
- Attempted to collect wrong amount
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Web |
Older American, Servicemember |
I'm a XXXX year old veteran. I have been fighting foreclosure since XXXX. Nationstar/Mr. Cooper continues to refuse to acknowledge my complaint because I was represented by an attorney that is now deceased. I sent Nationstar/Mr. Cooper and North Carolina Bar an obituary notice to confirm the death of my attorney, XXXX XXXX. They still refuse to talk to me, however, the last mortgage notice I received from them indicates I have to pay {$77000.00} as of XX/XX/XXXX. I originally refinanced {$80000.00} in XXXX with XXXX XXXX. XXXX XXXX transferred my mortgage documents to XXXX XXXX. XXXX XXXX negotiated my mortgage documents to XXXX XXXX for a derivative. XXXX XXXX did not follow the securitization rules and did not transfer my Deed of Trust to XXXX XXXX until 8 years after the fact.
In XXXX, XX/XX/XXXX I checked in to the XXXX XXXX in XXXX XXXX, TN. I was released, free of XXXX XX/XX/XXXX. When I returned to my home it had been " stripped '' and I was notified XXXX XXXX XXXX was foreclosing. I responded by demanding a jury trial and filed an insurance claim against the forced-placed insurance with the bank. An insurance adjuster determined there was {$20000.00} in damages to my home. XXXX XXXX mailed a check to XXXX XXXX XXXX in the amount of {$9800.00} and change. XXXX XXXX XXXX refused to release any of the funds and insisted I hire a contractor. If the funds had been released I could have stopped the foreclosure and repaired the damage to my home. Due to XXXX 's refusal to release any of the insurance payout the foreclosure continued. The lawyers representing BoA utilized unconstitutional statutes and forgery ( robosigner ) to obtain an erroneous judgment. That judgement was reversed and remanded by the NC Court of Appeals. In an opinion titled- In Re Garvey, 772 S.E. 2nd 747, 748. ( N.C.Ct App. 2015 ). The following year the lawyers representing BoA utilizing the same unconstitutional statutes and another judge to obtain an erroneous second judgement. While I was in the NC Court of Appeals for the second time the lawyers notified me of a foreclosure sale. So I filed bankruptcy to protect the property. To no avail. In XXXX of XXXX, the lawyers sold the property on the Courthouse steps for {$57.00}. Please see Exhibit A. Note the red arrow pointing to {$57000.00}. Go to Exhibit B and notice that under PRINCIPLE RECONCILIATION applied balance debtor paid {$2200.00}. See arrow. Under INTEREST RECONCILIATION interest paid the debtor paid {$3000.00}.
Go to Exhibit C. Under PRINCIPLE RECONCILIATION the applied balance indicates {$180.00} was paid. See arrow. Under INTEREST RECONCILIATION for XXXX interest paid was {$160.00}. See arrow.
Pursuant to Exhibit D debtor paid {$8300.00} through the bankruptcy trustee to the mortgage company. See arrow.
Under Exhibit E Nationstar/Mr. Cooper is now demanding {$77000.00} to reinstate the mortgage.
In summary and conclusion. In light of the fact the indebtedness was {$57000.00} in XXXX of XXXX. Taking into consideration Exhibit D from the bankruptcy court the payment of {$8300.00} does not equal {$77000.00}. It appears Nationstar/Mr. Cooper is utilizing unfair and fraudulent debt collection practices to extort {$20000.00} in unjustified funds to reinstate the mortgage.
Debtor respectfully asks that Nationstar/Mr. Cooper reconsider reinstating the mortgage for a correct principle balance and {$15000.00} available for payment to Nationstar/Mr. Cooper
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03/23/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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I am currently involved in a refinance with your company with a mortgage from your company. Everything was not perfect from the beginning until we got to the end of this transaction. First none of your employees are good about returning a customer call, especially when I myself was trying to get this issue resolved.
Your underwriter at that last minute decided he/she had an issue with the appraisal report. I had some water damage from a leak in our upstairs master bathroom that went into the room below. I filed an insurance claim right away to get this taken care of. The restoration company came in and tore up the shower and part of the ceiling in the room below. They dried it out and treated it so that mold will not grow. As we were working with this company, the plumber etc, they had did their job up to that point so that there was no further issues. That was in XXXX. Your company offered in XXXX of doing a refinance at a very good rate, so I agreed to proceed. The appraiser came to my house in beginning of XXXX XXXX a totally different issue to that as he walked in my home and did not remove his shoes and traced red mud on our newly laid carpet, which has yet to come out all the way ). Anyhow, I came down in the later part of XXXX with the COVID virus and was not able to allow others into my home until I got cleared.
After that some of the workers were on other projects and so, we got pushed back. At the beginning of XXXX I was informed by your processor XXXX XXXX that we would be able to close this loan in early XXXX. Later I got an email saying that your underwriter had an issue with the Appraisal Report. First the Appraiser completed the report As-Is with no issues as he did not see any concerns with the repairs that were to be done. I called to let them know, that I was an Underwriter myself and have been in the Mortgage business for over 40 years and that the issues that the underwriter with Mr Cooper had no foundation to the concern. As for the ceiling, if I did the work myself it would cost about {$300.00}. As for the shower, that is not a concern as it too is in the remodeling process and I have XXXX other showers that can be used. The appraiser did not state that there was a structural, safety concern when he completed his report. Your company went back to the appraiser and made him change his report to a Subject-To repairs report. Now, according to XXXX. If there was repairs that are needed as part of an insurance claim, its ok to send to XXXX. As I see it, that there is an overzealous underwriter that is holding this loan hostage. As my experience has enlightened me over the years, this should be no issue. I am still in the process with the remodeling as it seems to take longer than I hoped. I have sent the insurance copy check, along with work done and still getting the complete brush off.
Now, I am really starting to think that you all dont want to offer the rate that was offered at 1.875 % on a 15 year loan. I have called around and have not found a company that will offer this rate. I am very upset with they way this all went down, and the continuous lack of your employees to resolve this concern. I have been with you all over 10 years no have always paid my mortgage on time. I am trying to handle this very civilized, but am not getting the same respect as your employees dont return calls to discuss further. I truly trying not to carry this further, but may have to.
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04/29/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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XXXX XXXX XXXX Loan number XXXX XXXX XXXX XXXX XXXX XXXX XXXX , IL XXXX Good morning, My name is XXXX XXXX and I am XXXX XXXX 's fiance. We're filing this complaint, today, because there are a number of very serious issues with the loan modification that was done for us by Nationstar Mortgage - now Mr. Cooper.
Before getting into the history of my account with mr. Cooper, I'd like to outline a number of issues that are extremely troubling and a basis for legal action - - in XXXX we were sent paperwork on hamp letterhead, outlining a Tier-2 hamp modification - neither XXXX XXXX or XXXX XXXX can find this modification OR our modified loan - neither XXXX XXXX or XXXX XXXX are listed on any legal motions that we received from mr. Cooper - the entity listed as the investor on the motions is XXXX XXXX XXXX - we never received a mr. Cooper signed copy of the alleged hamp modification It is clear that mr. Cooper has acted with malice and fraudulence regarding - the misrepresentation of the modification itself, the fact that they've ensured this loan to it's full value ( insurance fraud ), that mr. Cooper has committed countless respa and federal compliance violations. Most egregiously - the XXXX modification play XXXX loan at almost 150 % loan-to-value. Neither HUD NOR Federal lending guidelines would ever allow that we are submitting this last complaint to you, in the hopes that these matters will escalate this to a pointed that brings mr. Cooper to the table to resolve things. If we can not accomplish this task, we've already identified legal counsel and will retain them and begin filingmotions, with the hope that they will be shortly followed by indictments We purchased our home in XXXX and refinanced in XXXX. At the time when we refinanced, we paid {$150000.00}. We were doing fine, until XXXX when a series of unfortunate happenings occurred. Nationstar was happy to assist us and the attached paperwork is the result of their work.
As you can see, in the modification documents, the POST modification Principal Balance amount is {$190000.00}. they took all of our past due payments, the interest, late fees and legal fees and simply added them to the principal balance. This put us at roughly 150 % loan to value. Which, is against Federal and HAMP guidelines.
I'd like to ask you to look further at the documents and you'll see that this is 'titled ' as a HAMP Modification. However, when I spoke with a representative at Mr. Cooper, on the XXXX, we were informed that our modification was, indeed an in-house Tier 2 modification. These are some very alarming and disturbing issues.
The current value of our home is roughly {$120000.00} and Mr. Cooper is refusing to assist us, as my fiance has been on standby from his construction work since last XXXX. He's about to go back to work next week and we have more than enough disposable income to resolve this issue and get back to the good faith payments.
We're asking that you assist us with resolving this matter amicably and to the best of our interest. What we're looking for is a proper loan modification - with the past due payments recapitalized into the remaining 37 years of the note, as well as, a Current Market Value appraisal of our home, so we will be paying a fair market value.
You can reach out to me at XXXX or my fianc at XXXX who is on the note I'm on title, any time. Thank you and we appreciate your assistance with this matter!
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10/24/2022 |
Yes |
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- Trouble during payment process
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Web |
Older American |
XXXX XXXX My credit history/payments is A+, I do not have missed or late payment over the previous several years.
XXXX XX/XX/2022, XXXX, my Mortgage holder, phone XXXX, sold my Mortgage for XXXX XXXX XXXX XXXX NY XXXX XXXX MR. COOPER, XXXX XXXX, PHONE NUMBER XXXX. XXXX made my my last payment of $ XXXX XX/XX/2022 to LoanCare, and my next due amount of $ XXXX XX/XX/2022 was made on the new website of Mr. Cooper ( https : XXXX ) XXXX XX/XX/2022 AT XXXX P.M NEW YORK TIME. XXXX RECEIVED A CONFIRMATION on my email as following : 'Your payment submitted successfully LOAN NUMBER : XXXX, PAYMENT DETAILS, CONFIRMATION NUMBER XXXX, TOTAL XXXX, XXXX, XXXX Checking PAYMENT BREAKDOWN, MONTHLY XXXX XXXX XXXX details of your payment were sent to your email : XXXX If you need any assistance, call us XXXX. '' XXXX funds/money for my XXXX payment of my mortgage were available in my XXXX checking account, and I had paid my NEW mortgage institution through my checking account. 6.With XXXX, THERE WERE NEVER ANY ISSUE PAYING THROUGH MY CHASE CHECKING ACCOUNT.
7.I WAS SHOCKED to see that UP TO DATE, XX/XX/2022, my mortgage was not taken out by Mr. Cooper, from my XXXX Account. On their phone system, there is a clear message under my ( Mr. Cooper ) account number XXXX, THAT I HAVE MADE A PAYMENT ON XX/XX/2022.
8.Today, XX/XX/2022 I called XXXX on behalf of Mr.Cooper 's customer service at XXXX. I spoke with XXXX, XXXX ID # XXXX. 9.I asked XXXX, why the money are not taken from my XXXX bank account to cover my XXXX mortgage? 10.XXXX STATED THAT THE MONEY WERE REVERSED, THAT THE MONEY WERE NOT SUFFICIENT IN MY XXXX BANK ACCOUT, THAT I PAID WITH A DEBIT OR CREDIT CARD AND THESE PAYMENTS ARE NOT ACCEPTABLE. ALL MARK DID IS TO LIE!!!!!!
11. THE MONEY WERE SUFFICIENT IN MY BANK ACCOUNT AND XXXX BANK CAN CONFIRM this fact. I DID NOT PAID my mortgage WITH ANYTHING ELSE, BUT by my XXXX Account number. I have a confirmation number for this transaction CONFIRMATION NUMBER XXXX, as emailed me by Mr.Cooper. 12.Up to date, Mr. Cooper and XXXX NEVER NOTIFIED ME IN WRITING THAT THE MORTGAGE TRANSACTION WITHN CONFIRMATION NUMBER XXXX WAS REVERSED BY XXXX BANK XXXX I WAS THE PERSON TO INQUIRE WHY THE MONEY ARE NOT TAKEN FROM MY XXXX BANK ACCOUNT ON TIME SO MY MORTGAGE WILL NOT BE DEFAULTED. ALL MARK TOLD ME WAS ALLEGATION OF MY FAULT. 13. XXXX WANTED ME TO PAY MY MORTGAGE ON THE PHONE, WHILE I HAVE ALREDY HAD A CONFIRMATION NUMBER THAT IT WAS PAID. 14.I STATED MR. COOPER IS RESPONSIBLE AND MR. COOPER MUST INVESTIGATE WHY THE MONEY ARE NOT TAKEN OUT OF MY CHASE ACCOUNT.
15.On the mean time, Mr. COOPER ILLEGALLY CHARGED ME {$20.00} LATE FEE OVER MY MORTGAGE AND IS PREPARING TO REPORT MY MORTGAGE AS PAID LATE TO THE THREE CREDIT BUREAU . 16.SEE THE FOLLOWING COPIED FROM MR. COOPER XXXX XXXX My Loan XXXX XXXX XXXX XXXX XXXX Amount {$1400.00} ; XXXXPRINCIPAL & INTEREST XXXX ESCROW XXXX FEES XXXX '' XXXX ALLEGE that Mr.Cooper is involved in illegal collection of mortgage late fees/monthly, and Mr.Cooper is sinfully faulting the mortgages of its clients, which mortgages Mr.Cooper just bought from XXXX. 18.There must be some double game, as originally XXXX was MY FIRST OWNER OF MY MORTGAGE, then transferred/sold to XXXX, which is part of XXXX, then Mr.Cooper XXXX the sub-server of XXXX, is re-buying the same mortgages back and forth. VERY SHADY GAMES! MUST BE INVESTIGATED, ESPECIALLY IF THESE ARE MORTGAGES ASSURED BY FHA.
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06/16/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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This problem originally started with XXXX XXXX which is the company I originally refinanced with. At some point during my mortgage period with them they determined that my insurance lapsed. Instead of contacting me to get updated insurance information they decided to purchase an insurance policy on my behalf. They did this without notifying me that my insurance lapsed or notifying me that they were going to purchase insurance on my behalf. Every other mortgage company that I have dealt with in the past got this information directly from my insurance company, so I was unaware of any issues. At no time during my mortgage period did my insurance lapse so there was no reason for XXXX XXXX to start an insurance policy on my behalf. I am also very upset that this was done without my knowledge which seems that this is either illegal or at least very immoral.
XXXX XXXX decided to transfer my mortgage to Mr Cooper on XX/XX/2020. When I received my first statement from Mr Cooper is when I learned of this problem. My first statement from Mr Cooper showed an escrow account with a balance of - {$1900.00} and they were also charging me for a monthly payment towards an escrow account to pay for the insurance that XXXX XXXX decided to start without my knowledge. XXXX XXXX also sent me a bill after they transferred my loan to Mr Cooper attempting to get me to pay for the insurance policy that they took out in my name. It seems that it should be illegal to get these costs reimbursed from Mr. Cooper and to also send me a bill to try to get me to pay for this policy. I did not pay the bill that XXXX XXXX sent. Instead, I sent them an email informing them that these costs were already transferred to Mr Cooper and that this insurance policy should have never been started in the first place.
I contacted XXXX XXXX to see why they did this and provided them copies of my insurance documents that showed my home was covered during the entire loan period. XXXX XXXX told me that once they had the insurance documents, they would correct the issue. It seems on that this issue is resolved with XXXX XXXX.
I provided the same document to Mr Cooper, but they still have not corrected the issue. I have called them almost a dozen times since this issue started on XX/XX/2020. One individual named XXXX XXXX from Mr Cooper was very helpful and I believe legitimately tried to get this issue corrected for me. He told me that the main issue remaining was recovering the funds from XXXX XXXX that were used to get an insurance policy without my knowledge. He was able to also get the escrow payment suspended with mr cooper until they received the funds from XXXX XXXX
Within the last few weeks Mr. Cooper started threating me with debt collection because I refuse to pay for an insurance policy that I did not authorize and had no knowledge of. Mr. Cooper previously acknowledged that I was not at fault for this issue but the last representative from Mr Cooper told me that my files no longer contain any of the previous conversations that I had with their company. This representative wanted me to start the resolution process that I was working on for the last six months over because they had no records of this issue. I tried to contact XXXX XXXX but he has stopped returning my calls. It feels like the management of Mr. Cooper no longer wants to pursue getting the funds back from XXXX XXXX and wants to force me to pay for this.
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07/28/2023 |
Yes |
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- Incorrect information on your report
- Old information reappears or never goes away
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Web |
Servicemember |
Our records indicate that the subject mortgage loan transferred from XXXX XXXX XXXX, XXXX. ( XXXX XXXX XXXX ) to Nationstar Mortgage, LLC d/b/a/ Mr. Cooper effective XX/XX/XXXX. At the time of transfer, the account was past due for the XX/XX/XXXX. On this date is considered extorsion, violation of my civil rights, vialation of respa and regulation X.
resolution letters dated XXXX XXXX, XX/XX/XXXX, and XX/XX/XXXX from this company violated regulation X, respa, civil right, and extorsion for falsified home loan documents.
active foreclosure and subsequently sold on XXXX XXXX violated respa, regulation X, my civil right, for falsified home loan documents, Failure to comply with federal regulations, failure to comply with respa, failure to comply with regulation X, failure to comply with civil rights law, extorsion of money for a falsified home loan payments, falsified foreclosure, failure to comply with multiple federal lawsuits, and threatening people for falsied mortgage documents, illegal legal action in a court on XX/XX/XXXX filing and exicution with a threat to sign or go to jail on XX/XX/XXXX.
Cfpb control numbers that violate respa, regulation X, and civil rights laws i am providing here due to the failure of complying with them and failure to investigate the matter. The only thing that was done was theft of property by extorsion and falsified home lon documents on a terminated company 14 year prior to what was provided and on file in XXXX. And legal theats by nation stars lawyers for falsified mortgage loan documents that clearly i have shown there wasn't on period but your company keep insisting there was on till you illegally took and i was threated to sign and not contest in a court of law while violating a federal lawsuit on this matter.
Also according to the real estate apprasial card at that time it shows that your company forced a illegal judgement to be signed on a falsified statement and falsified home loan documents when there wasn't a loan period to begin with. Any resolution that has been provided or will be provided right now with the same statement is a violation of my civil right, regulation X and respa period. Any lawyers letter will be reported as a volation of whistlenlowers protection act, civil right, respa, regulation X period to cover and conceal falsified documents and statement from the united states goverment and the multiple lawsuits that were violated. Ever CFPB number i am providing is a direct violation of respa, regulation X, my civil right, and the laws of the iunited states government period i am providing and multiple lawsuits as well in this matter. Yoer company clearly doesn't investigate anything at all and just answers without any investigation by saying it did and not look at any documents provided but concide every complaint a duplicate when you ignore it to provid a false resolution that violates respa and any regulation x plus any other state and federal regulation. And to stop a complaint you just give a falsified resolution to cover up your lies with out actually looking at the documents because it is perfectly clear every time i have made a cfpb complaint since XX/XX/XXXX on this matter not documents have been looked at for any of you resolution ever just a statement saying it has been handled when clearly it hasn't and your company keeps violating respa, regulation x. and the freedon of information act with all your resolutions
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02/05/2020 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
To : XXXX XXXX, Re : Your Failure to file Federal Tax Form 1099 OID and Failure to provide Tax ID Number W-9.
Greetings, Mr. XXXX XXXX, I requested for you to file the federal tax return form 1099 OID on certain eligible issue ( s ) in order to affect the return to source for full settlement and closing of escrow in exchange, Treasury Direct SS # XXXX. The 1099 OID tax form identifies the Respondent therein, who used the funds from the source to create the product from which the eligible issue ( s ) derived from.
You choose to refuse to file the said tax form or otherwise fail to file it ( willful Failure to file ), making you a participant in an international contract ( a small Claim ), and your name becomes eligible to appear in the tax report as a precipitant of the payer, who is identified in the eligible issue/bill/bond/etc.
You have knowledge/access to the value and other information to report/file the federal tax form and you are now holding a tax liability until you make settlement, by return to the source ( which is what the filing of the 1099 OID does ), and that source is eligible for a tax refund.
You are the holder-in-due-course of the eligible issue ( s ) for the value stated herein and that value being a federal tax liability, you are in possession of tax revenue that you get rid of by effecting the refund to the source Treasury Direct Social Security Number that the eligible issue ( s ) was intended. Once you dishonor you can not go backwards! Since you have persisted in refusing ( dishonoring ) to make the requested filings as requested, Im hereby requesting you provide me your federal tax I.D . number, for inclusion as a receiver on the 1099 OID.
If you refuse to provide me this information, then I shall designate this information as having been REFUSED on the federal tax form 1099 OID. Considering your now serious tax delinquency of deferred taxes on this issue ( s ), you will only be allowed 5 working days, ( unless more time is requested immediately ) from the receipt of this letter to ameliorate your willful failure to file, or else further action shall commence at the federal level and a FinCEN 101 report issued on the matter if applicable.
Unless notified to the contrary by you within the allotted time, on the information required on the 1099 OID filing, the Payer shall be listed as being the originator of the eligible issue ( s ). the Payer tax I.D . Number as being REFUSED ( by virtue of your refusal to file said form ), the Recipient as being you, Recipient Tax ID Number as Being REFUSED, and the address and phone number as shown on your mailing and the value ( s ) of the eligible issue ( s ) will be as designed on the issue as being my best estimate.
I requested you not to pay my property taxes because I have been over paying for twenty years. I have withdrawal my consent and my signature of power of attorney for you to pay the property Taxes. If you pay the Property Taxes then I will issue a 1099 OID and 1099-A with your name XXXX XXXX as the payer and inform the IRS of your refusal to file revenue taxes AND NOT PROVIDING A W-9 FORM WITH EIN NUMBER. I will also like to inform you of Title 18 Section 8 Obligations of the United States and Title 31 Section 3124 That " Obligations of the United States Are EXEMPT FROM TAXATION BY A STATE ''. You XXXX XXXX have been property notified and the Consumer Financial Protection Board is my witness.
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09/16/2019 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
Nationstar/Mr. Cooper breached contract by modifying terms/payment schedule of a VA backed mortgage with NO legal authorization to do so resulting in legal monetary damages and violations of Wisconsin State Statutes, the Fair Credit Reporting Act and the Fair Debt Collection Practices Act.
A mortgage I have had since XXXX was sold to Mr. Cooper / Nationstar. In XXXX of XXXX I was late ( inside the grace period ) on a payment. At that time Mr. Cooper started a " trial modification '' of my mortgage, altering the terms and payment schedule. Mr. Cooper did this with NO legal authorization or permission by me to modify the loan. As a result of their unauthorized change to the loan terms and payment schedule they improperly applied the payments I continued to make.
On XX/XX/XXXX Mr. Cooper reported to all 3 major credit reporting agencies ( Equifax, Experian and Transunion ) that I was more than 60 days past due on a payment. This is as a direct result of their changing my loan terms and not informing me. They since deny that they changed the loan, but are unable to explain why the payment schedule was altered ( resulting in the appearance of missing a payment ). It is clear to me that they understand they illegally applied the terms of a " trial modification '' even though they had no authorization ( written or other ) from me to do so.
I officially disputed Mr. Cooper 's report to the credit bureaus with Mr. Cooper via registered mail on XXXX XX/XX/XXXX. Since that time they contacted us via phone ( XXXX XX/XX/XXXX ) and informed us that they " modified the loan because the Veteran 's Administration told them to '' and that it was in our best interest " to avoid foreclosure ''. Both of those statements are untruthful and Mr. Cooper must have been aware they were untrue at the time they made them. The VA does not have any authority to modify my loan agreement as our mortgage is a legal contract between myself and Mr. Cooper. Also, a single late payment ( even if it had been outside the grace period ) would not place my mortgage in default according to WI statutes ( SS 425.103 ). Therefore Mr. Coopers threat of foreclosure is a violation of WI statutes and the FDCPA.
Because my loan is not and never was in default, Mr. Cooper 's assertion that the loan modification was in my " best interest to avoid foreclosure '' was a threat they are not legally allowed to make. This is a violation specifically of 15 USC 1692e 807. " False or misleading representations ( 4 ) The representation or implication that nonpayment of any debt will result in the arrest or imprisonment of any person or the seizure, garnishment, attachment, or sale of any property or wages of any person unless such action is lawful and the debt collector or creditor intends to take such action. '' In addition, they explicitly admitted that they DID modify the loan even though they claimed the VA told them to.
I am seeking to refinance my home partially to lower my interest rate and partially to avoid further business with Mr. Cooper. The presence of these incorrect reports by Mr. Cooper on my credit record effect my ability to refinance and the terms of that refinance. Thus, I am likely to incur legal damages ( in the form of a higher interest rate, or months of continued payments to Mr. Cooper if I am unable to refinance ). I will continue to accrue damages until these reports are removed from my credit record.
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01/10/2019 |
Yes |
- Mortgage
- Other type of mortgage
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- Trouble during payment process
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Web |
|
My property taxes are currently paid by the Oregon property tax deferral program. They have been for many years. My mortgage servicer is Mr Cooper, also known as Nationstar. The only item set up to be escrowed is my homeowners insurance. On XX/XX/2018 I received a notice by email that Mr Cooper made payment of property taxes On XX/XX/2018.
Using the online email I contacted Mr Cooper to remind them that I was in the states property tax deferral program and they were not to make payment. I provided contact information for the Oregon property tax deferral program.
I contact the deferral program to make sure there were no problems with my acct and that it was in good standing. They said there were no problems and they were set to make payment due XX/XX/XXXX. They referred me to XXXX Co Property tax.
On XX/XX/XXXX I contacted XXXX Co and was told that The states deferral program had made payment on XX/XX/XXXX and that it was the only payment they received. I was also told that Mr Coopers payments had already been processed.
I again contact Mr Cooper via their online email system and informed them that XXXX Co had received payment from the state or Oregon but had not received any payment from them.
I was concerned what this 'error ' would do to my upcoming Escrow analysis due to be done on XX/XX/2018. The addition of this into the analysis would increase the payment and I would be required to pay while the fixed any problems.
I contacted XXXX Co again and was told that a payment was received on XX/XX/XXXX by US mail, post marked XX/XX/XXXX. They also told me a refund had been sent to Mr Cooper XX/XX/2018.
On XX/XX/XXXX I received an email from Mr Cooper staying they verified there was a refund 'available ' and to allow 6-8 weeks for it to be processed. They made no reference to the yearly analysis that was due or how adjustments might be made other then the refund would be credited to escrow.
9 days later On XX/XX/2018 I checked my acct online and the new analysis had been done. They not only added in the taxes paid, but added taxes for Next year as well. The end result was my payments doubled and I legally have to pay any amount they set.
With a simple credit report Mr Cooper knows.
~ I am XXXX making it harder to research and fight issues such as these.
~ My income amount and being XXXX that it is fixed, limited.
~ They know every bill I have and the amount that has to be paid.
~ They sent an email saying they will get the taxes paid refunded. Then knowing that, 9 days later did the escrow analysis and added two year of taxes.
~ they know property taxes were not escrowed, and were paid by the state of Oregon 's property tax deferral program.
~ they are trying to collect taxes not owed and against Oregon State law ~ they know my income can not support the payments of this amount and will result in default.
Because I have completed HAMP and did not recast the loan, Mr Cooper no longer receives Servicer incentive payments or has chargeable services from the lending pool. Mr Cooper is looking to replace the lose of those payments, lacking any they are creating other servicing fee generating issues. They are trying to force me to default for their own profit.
Nationstar dba Mr Cooper is acting in predatory manner, and this is not the first time.
If they state they are not a debit collector read page two of attachment XX/XX/2018 EMAIL NOTICE TAXES PAID
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10/21/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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|
Web |
|
I am writing to you today regarding additional information for the complaint filed against Mr. Cooper. I hope the additional information will help your investigation.
Our home loan originated via Nationstar in XXXX of XXXX. We set-up a bi weekly automatic payment plus {$25.00} as soon as the loan originated via XXXX XXXX XXXX. Not one payment was missed or late. Sometime a year later, Nationstar sold the loan to Mr. Cooper. everything transferred over correctly and the payments were taken out of our account. In, XXXX of XXXX, we called Mr. Cooper on 2 separate occasions to tell them we were depositing {$12000.00} towards the principle. I wrote a check in the amount for {$12000.00} and on the check wrote towards principle along with loan number as instructed by Mr. Cooper.
See attachment. Mr Cooper erroneously applied the {$12000.00} to an escrow account instead of the principal. We purchased the house without an escrow and for the length of the loannever had or needed an escrow. Clearly this was done on purpose. Along with that, it messed up our monthly payments. See attachment.
After this event, things progressed down an acidic and accusatory path on behalf of Mr. Cooper. Sometime after XX/XX/XXXX, Mr Cooper decided to longer withdraw the automatic payments for XXXX and thereafter effectively damaging my credit. Mr. Cooper did not notify us by any means about putting a stop payment on our account. By the time we found out, a second missed payment for XXXX already occurred. As soon as we found out, all the money was repaid to the account to make it current. Meanwhile, we called Mr. Cooper dozens of times to find out what happened and have the problem rectified. Mr. Cooper conceded that there was a clerical error on there part and waved all late fees and reinstated lost interest. But, they refused to put forth a credit dispute. We intiated multiple investigations through Mr. Cooper, but to no fruition. They have not given us an explanation on how this happened and why they won't dispute my credit. They have been shady and evasive all this time.
On XX/XX/XXXX, we called Mr. Cooper to tell them we were putting {$10000.00} towards principle. Again, they reassured us that it will be done correctly. When, I checked our loan on Sunday, XX/XX/XXXX, once again they misappropriated the funds. They put {$5000.00} towards principle and {$5000.00} towards interest. At no time did my wife or I ask to put any money towards the interest. XXXX XXXX. Currently, they are trying to fix this problem.
My wife and I feel that Mr. Cooper has harmed us to the extent that we can no longer trust them. Currently, we are looking for another lender but with the damage done to our credit, we can not take advantage of the low interest rates and also the cost of refinancing is very expensive. Also, we are looking to buy a car, but once again our damaged credit score is hampering the process.
I do apologize for not having exact dates. We have called them so many times that its not possible to remember exact dates. I'm sure Mr Cooper has a record of everything. We hope that the state will help us against this predatorial company. Please contact me for any or all additional questions.
Currently, we are trying to seek legal advice but we dont know the type of lawyer to cousel with. If you have any suggestions, please email us with a list of possible lawyers.
Regards XXXX XXXX XXXX XXXX XXXX
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08/29/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
- Escrow, taxes, or insurance
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|
Web |
Older American |
My complaint is with mortgage servicer Mr Cooper.
My complaint regards an uncharacteristically large escrow deficit in XXXX.
In XXXX, my taxes and insurance combined increased {$480.00} over last year. However, I am paying {$1800.00} more than last year for the 12 months beginning XX/XX/XXXX.
My escrow history since its inception in XX/XX/XXXX is as follows : XXXX XXXX escrow review = {$10.00} surplus XXXX XXXX = $ XXXX shortage XXXX XXXX = $ XXXX shortage ( top 3 reviews by XXXX ) XXXX XXXX review = $ XXXX surplus XXXX XXXX = $ XXXX shortage XXXX XXXX = $ XXXX shortage, later corrected to $ XXXX.
( last 3 reviews by Mr Cooper ) Last month, I communicated about this with Customer Relations Specialist XXXX XXXX at Mr Cooper. ( Case # XXXX XXXX XXXX ) In her XX/XX/XXXX response XXXX XXXX XXXX provided calculations into the future based on my XXXX tax + insurance increases + cushion requirements to arrive at a projected shortage of $ XXXX in XXXX of XXXX.
In addition to the shortage, my monthly payment also increased by $ XXXX ( $ XXXX ), presumably to cover the XXXX tax/ins increases. Overall, I am paying {$1800.00} for XX/XX/XXXX - XX/XX/XXXX.
A HUD rep told me that escrow shortages refer to past escrow activity, not future activity, so XXXX XXXX 's shortage explanation is perplexing.
On XX/XX/XXXX, I spoke with a real estate attorney at MN Legal Aid who told me I can request an escrow analysis for the *origin* of my escrow deficit. I am requesting that analysis, as neither XXXX XXXX nor anyone in customer service has been able to tell me *how* this enormous deficit happened to my escrow account.
For instance, after my escrow review was completed in XXXX, did some sort of perfect storm occur where my cushion ran out at the same time that my taxes and insurance increased and then my XXXX review was grossly undercalculated for the next 12 months? All that would seem highly unlikely, yet there has to be a logical explanation or possibly some mistake that occurred to make this shortage make sense.
Mr Cooper 's escrow transaction history shows a hazard insurance payment of {$1300.00} made to XXXX in XXXX XXXX. However, during a XX/XX/XXXX phone call to customer service about my account, the representative volunteered the information that {$880.00} had been paid for my XXXX XXXX hazard insurance and that a new analysis should have been generated at that time. These are 2 separate stories about my account. Is it possible that Mr Cooper paid XXXX twice, both {$880.00} and {$1300.00}? That would go a long way to explaining my ballooning deficit.
Either that, or perhaps my insurance rate changed in XXXX following my XXXX review? Something irregular seems to have happened around this payout.
I have talked to Mr Cooper customer service numerous times since my first call on XX/XX/XXXX when I learned a check I'd mailed to replenish my escrow account after changing insurance companies in XX/XX/XXXX had been " misapplied. '' It took two attempts to get that straightened out, though it still does not explain why my remaining shortage is so huge.
My greatest concern & criticism about this experience is that Mr Cooper is probably so large that when mistakes happen, they are difficult to trace, no one really gets to the bottom of it, and I am left with zero adequate explanations to my questions, and even less confidence about the process going forward.
Thank you.
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01/11/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
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Web |
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My issue is with Mr. Cooper the mortgage company servicing my loan. I have been trying to get them to complete a review of my current financial information for months now and seem to always get the runaround from their agents. I am in a position where my current monthly mortgage payment is nearly half of my monthly income and it is not affordable. I have asked for a fair review of my current financial situation so that I can get considered for homeowner assistance programs but get stuck in a maze of transferred calls and missing documents. If the underwriters and decision makers at Mr. Cooper were to review the current and correct financial information they would understand my predicament and realize that although I can afford a reasonable mortgage payment, I cant afford the proposed payment they have given me through the streamline process. I have requested that such a review take place but have been obstructed by the Mr. Cooper agents and feel like a hamster on a wheel, trying to make progress but instead running in circles. I am now in foreclosure and fear that Mr. Cooper will continue to drag this out until they sell my home out from under me. I have the means to afford a reasonable payment but cant pay what Mr. Cooper is asking.
I purchased my home in XXXX XXXX after my original residence was destroyed by Hurricane Katrina. At the time I had a successful XXXX XXXX and had no issue making my mortgage payments but over the next few years my business began to decline, and I transitioned into working as a XXXX XXXX XXXX. This is an industry that takes a long time to build up an established clientele and I had a major decrease in income, which made my mortgage payment unaffordable and I defaulted. I contacted Nationstar at that time and was put into a streamline loan modification that lowered my mortgage payment {$100.00} a month. This was not an income-based modification, and as explained this payment is nearly 50 % of my monthly income and not affordable. I tried to talk to the agents to tell them that this was destined to fail but I was told this was the only possible option and to take it or leave it. I reluctantly accepted the offer but soon defaulted.
I continued to try to open negotiations with the customer service team but could not make any progress, so I hired a third party to assist me. I learned that there are several government and internal homeowner assistance programs that are available and that a streamline modification is not the only possible option. This company submitted documents on my behalf to Mr. Coopers loss mitigation department on multiple occasions but were continually told that documents were missing or had been misplaced by their staff or that they were outdated. My case was never actually reviewed. Since that time the third party has stopped returning my calls and I am on my own. My repeated attempts to engage with the Mr. Cooper customer service department have been ignored. I am under the impression that Mr. Cooper is required to conduct a full review of my current and correct financial circumstances to determine eligibility for homeowner assistance programs. For nearly two years the third party and now myself have attempted to get Mr. Cooper to conduct such a review but have been obstructed by their staff. I would like to file a formal complaint against Mr. Cooper and ask that you investigate their handling of my mortgage loan.
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01/13/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account information incorrect
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Web |
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Cfpb, I am sending you some documents titled *my XXXX XXXX Credit Report.
My credit report is inaccurate. On XX/XX/XXXX I wrote a letter to Nationstar/Mr, Cooper about my XXXX credit report is inaccurate. Number of monthly payments Nationstar/Mr.Cooper has XXXX reporting on my credit reports has been XXXX. Nationstar/Mr.Cooper has not respond back to me about this issue.
Under [ SummarXXXX ] Here is a summary of your modified mortgage, this is the document that came with my permanently modified Home Affordable Modification Agreement. On this document were it says [ Payment Schedule ] The enclosed Modification Agreement includes a payment schedule in Section XXXX showing your payment plan for the life of your modified loan after the trail period. Under my modification Agreement it says number of monthly payments 290. On XX/XX/XXXX and on XXXX XXXX I filed a credit report dispute with all three credit reporting company 's, XXXX, XXXX and XXXX. I told them my credit report is inaccurate. Nationstar/Mr.Cooper has not responded back to me on this issue. On XXXX XXXX I notice my credit score dropped XXXX points. I don't understand how this happen. I am current. I have a current active mortgage loan account with Nationstar/Mr.Cooper which is my permanently modified XXXX XXXX Modification Agreement. Account number XXXX.
Which is under the Making Home Affordable Modification Program. My mortagage is current and in good standing.
Cfpb, I am sending you the following documents.XXXX XXXX Credit report XXXX This credit report is before the XXXX. I have already sent you a copy of this credit report in XXXX. I am sending it to you again. Cfpb, you can see I am current on my loan, I am not late, in a foreclosure, forbearance, I did not surrender my home, I am keeping my house and my loan is current and in good standing. My XXXX Mr.Cooper Detail Transaction History dated XX/XX/XXXX. Cfpb I am asking Nationstar/Mr.Cooper to read the top of this XXXX Mr.Cooper Transaction History document .They gave it to me on XX/XX/XXXX and on XX/XX/XXXX. I am not late, in a foreclosure, forbearance, I did not surrender my house, I am keeping my house and my loan is current and good standing.
XX/XX/XXXX I wrote a letter to Nationstar/Mr.Cooper. I asked Nationstar/Mr.Cooper and said ... I am requesting that Nationstar/Mr.Cooper review the document titled [ Summary ] of your modified mortgage that you sent to me with my permanently modified Home Affordable Modification Agreement made on XX/XX/XXXX. Please review on the document the following... XXXX rate, Payment schedule. Fees, Escrow Account and New Principal balance information. I am sending you a copy of this document. On this letter I requested Nationstar/Mr.Cooper to look into other concerns I had about things happening to my loan account. XX/XX/XXXX I received a letter from Nationstar/Mr.Cooper through the Consumer Financial Protection bureau . Nationstar/Mr.Cooper said ... state pre-foreclosure notices ... .. on my account are general written correspondence examples, not to be construed or a implication or conformation that the account is in foreclosure.
Then why did my credit score drop XXXX points? On XX/XX/XXXX? I made my XXXX schedule mortgage payment on time. My loan is current. This should have not happen on my credit report. Nationstar/Mr.Cooper you also said the account was current at the onset ( XX/XX/XXXX ) of the XXXX XXXX.
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05/21/2020 |
Yes |
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- Struggling to pay mortgage
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Web |
|
I purchased the home in question with an FHA loan when I was still married in XXXX of XXXX. In mid XXXX my husband and I separated and he moved out of the house and stopped contributing to anything financially. I filed for divorce and it was finalized in XXXX of XXXX and during this time I received no financial support for the home, the children, or anything else. I got behind on mortgage payments in the fall of XXXX and was directed by my lender to obtain a Quit Claim Deed or a Divorce Decree in order to proceed with a loan modification. After a battle, I finally got my ex to sign the deed and I filed it with the county. Shortly after I also finalized and received the decree stating that the home was awarded to me. I provided both of these documents to my lender and they proceeded to a loan modification. I entered a Trial Payment Plan for HAMP in XXXX of XXXX and successfully completed the payment plan in XXXX. I called my processor, Mr. Cooper Mortgage, to ask about how to proceed since no update was in the system and was told they would send a notary to my home to sign the final loan modification documents. When I asked why my ex husbands name was on the modfication I was told that they couldn't remove his name but that since I had both a divorce decree and a Quit Claim Deed, I could initial on that line and slash through it and proceed with getting the documents notarized. The documents were notarized and sent back to Mr. Cooper mid XXXX. I spoke with another representative at the end of the month and was told they have everything and they were just processing the information. XX/XX/XXXX I logged into my account to make a payment and it was still not processed so I called and was told, for the first time, I could not proceed with the modification because they were requiring the signature of my ex husband. I reached out to my attorney and he assured me those are not the guidelines of the FHA HAMP/Loan Modification handbook and sent me the documents that clearly state that all signatures are required EXCEPT in the event of a death, divorce, or waiving of liability ( Quit Claim Deed ) and I qualify for two of those exceptions. It also states that my file should include the evidentiary support to show any missing signatures on the TTP agreement which Mr. Cooper has had since fall. I should have started my loan modification in XXXX and it should have been approved and finalized and instead they have changed the requirement and refuse to acknowledge the law. The law is clear and the fact that they allowed me to go through an entire modification, complete the trial, make a post-modification payment and then tell me my ex husband has to sign is absurd. Becuase he signed away his rights to the home with the Quit Claim Deed there is no way he will sign any papers saying he is responsible financially. FHA guidelines are clear and I've done everything I'm supposed to. They considered only my financials for this modification they didn't review any information from my Ex husband and he was a co-borrower the first time. He didn't sign any agreements up until this point. I am getting nowehere and running out of time and I can't believe this is being allowed, particularly during a pandemic when people are struggling to stay afloat. Outside of filing a law suit I'm at a loss and want to report this behavior and ensure this doesn't happen to another borrower with Mr. Cooper.
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07/25/2018 |
Yes |
- Mortgage
- Reverse mortgage
|
- Struggling to pay mortgage
|
|
Web |
Older American |
I took a reverse mortgage on my only home, which I have resided in for over 40 years. I paid taxes and insurance as instructed, however at age XXXX years I was granted a property tax deferment, therefore I was no longer required to pay property tax. XXXX XXXX refused to honor the deferment continuing to pay the property taxes despite me sending them the document proving I had been granted a deferment. I was never aware or informed by getting the reverse mortgage I would not be allowed to utilize the property deferment if granted to me. Then XXXX XXXX began adding home owners insurance on the property claiming they were not receiving the proof of insurance being sent to them. I repeatedly requested a payment plan to pay the over {$12000.00} they stated I owed them. However I was continuously harassed to apply for a loan to start repaying the reverse mortgage ; I explained I could not afford any type of loan because I survive on Social Security only, which is less than {$1200.00} per month once XXXX is deducted. I am XXXX years old and incurred medical bills from XXXX and XXXX XXXX. I was finally given a payment plan of {$230.00} per month to repay the property tax and home insurance fees they claim I owed. I began making the payments in approximately XX/XX/XXXX. Then I was told XXXX XXXX was taking over my reverse mortgage loan, therefore I would be required to send the XXXX to XXXX XXXX, which is what I continued to do until I missed a payment in XX/XX/XXXX due do a serious medical condition with my XXXX. My income is barely enough for me to survive on because I receive no other financial assistance. My daughter assist me when she can, however she is XXXX herself and in no way responsible for my debt. I began receiving harassing and threatening for calls from representatives at XXXX XXXX on almost a daily basis, constantly telling me to apply for a loan or they would have to foreclose on my property. I explained I would get the {$230.00} payment taken care of, because I could barely afford that. XXXX XXXX has accepted the {$230.00} payment since XX/XX/XXXX if not longer, therefore when the payment was returned to me stating I had no payment plan on file I was confused, because what happen to the payments I had been making for over 9 months. The harassing phone calls continued until I sent a certified letter requesting an update on the current amount I owed for the property tax and home insurance debt I had been paying on, because I would need a payment arrangement to continue paying the balance which should have decreased due to the monthly payments I was making. I received no update on the remaining amount owed, and no documentation to start a payment. However, I am still receiving phone calls concerning me starting to repay the actual reverse mortgage loan. Then my neighbor advised me someone was outside taking picture of my home on XX/XX/XXXX. I have repeatedly requested the documents for a payment plan be mailed out to me with no success. It should be against the law for these companies to utilize their attorneys to file documents and create unnecessary fees, when I have explained my situation and the bank has more than likely already researched my income. Their main agender is to force me to start repaying on the actual reverse mortgage loan, foreclose on my property or harass me until I just leave my home, which should be a violation of Texas law.
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02/22/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
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|
Web |
Servicemember |
Back in XX/XX/XXXX when we had a hurricane hit the XXXX XXXX, the company I work for had to be closed for a few days due to extreme flooding. I had heard on the news that we could call our mortgage company and could get help with applying about three months to the end of the payoff date. I had elected to pay a partial payment for three months and when the paperwork was sent to me to complete the process in XX/XX/XXXX, they had my principle balance of {$99000.00}. I had explained to them that I had purchased the house for {$86000.00} and that there was no way that my principle could be that much and refused to sign their documents until it was corrected. A few months and a lot of phone calls went by and finally, in XX/XX/XXXX, one of their employees said that I still had time and i had till the end of XXXX to get the paperwork done. They even sent a Notary for me to sign the papers and she took them with her to have them delivered. The Notary stated that my payments would now be {$860.00} so for my XX/XX/XXXX payment, I paid {$870.00} from my checking account and was sent back from them on XX/XX/XXXX. I called and asked for a manager to why my payment was being returned and he stated that the reason was due to me being late on the paperwork. I explained to him that the company he is employed by sent their notary and took the paperwork with her. He then said to resend the payment and it would be looked into. They accepted the payment but starting in XXXX, I started receiving several calls of owing back pay due to being late on the paperwork. I started to get real upset and simply asked for another manager which he then stated that he would have to listen to all of the recorded calls to see how to resolve the issue. I then requested to be added to the no call list since it was the same call over and over again and can not receive calls at work. I believed everything was getting done and after sending my XXXX payment, it was sent back to my checking account on XX/XX/XXXX. I then called and spoke with XXXX XXXX and explained again of what has been going on. He then looked at the notes and couldn't understand what was going on with my account and said to send the payment back and that he would restart the modification process again and said if I had any other problems, to contact him. I also requested to take me off the do not call list so that I could have updates on my account. I sent the payment back on XX/XX/XXXX just to have them resend it back on XX/XX/XXXX. I received another call from one of their employees just to tell me that I was in foreclosure status and since the day this has all started, I've been worrying about losing my house and not knowing where me and my kids would be living. This has been extremely hard on me since I have a fixed income and trying to keep my credit score in good standing. Now I'm being told by Mr. Cooper that I now owe over {$4000.00} with back partial payments and late fees which I don't believe was my fault in any way. I have communicated with them and told everyone I have spoke with about my problem with Mr. Cooper. I have researched this company and found many negative reviews and complaints with similar situations. I don't know where else to turn to and can not afford to lose my home. I have tried refinancing but no one will do it with Mr. Cooper saying what I owe them. Please contact me at XXXX.
Thank you, XXXX XXXX
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12/22/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Incorrect information on your report
- Account status incorrect
|
|
Web |
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Mr. Cooper was the service provider of my mortgage until XX/XX/XXXX. While at Mr. Cooper, I was in an active COVID 19 forbearance program that began in XX/XX/XXXX, and it was still active when my loan was transferred in XX/XX/XXXX. During the Covid months, my forbearance got extended before each deadline by way of me calling Mr. Cooper directly and speaking to a representative over the phone who would update records on their end. I rarely received documentation noting that any extension was made but I felt secure as there was never any confusion about my forbearance when I would call Mr. Cooper to extend it. In fact, before my loan was transferred, I was notified about it via mail, and I subsequently called Mr. Cooper in XX/XX/XXXX. I spoke to a representative over the phone who assured me that the new company would maintain my forbearance status or honor the pending modification agreement should it be offered before the transfer. However, the loan was transfer before Mr. Cooper could complete their review for a modification agreement and even worse the new servicing provider did not recognize my forbearance status and thus reported me as being 180 days late on my mortgage. When I spoke to representatives from the new service provider on Thursday, XX/XX/XXXX, they went through the documentation that MR Cooper had provided them regarding my loan and there was nothing in it that clearly stated that I was in an active COVID forbearance program when the loan was being transferred. This might be the source of the confusion. By Mr. Cooper not creating documentation showing that my Forbearance was extended which would have eventually been shared with a new service provider but instead only recording that important information in their internal systems, apparently created this gap in communication between the 2 companies. When I spoke to a representative from Mr. Cooper named XXXX or XXXX on Thursday, XX/XX/XXXX, I explained to her what my issue was, and she also went through the documentation she had on file for but had to review her internal notes to see that my forbearance ended with them on XX/XX/XXXX. When I reminded her that my loan was transferred to another company on XX/XX/XXXX, she seemed to understand ( at that point ) why my forbearance ended with them on XX/XX/XXXX. I reiterated several times what my issue was, which was that my forbearance was not communicated to the new service provider but all she could seem to do was repeat to me what XXXX XXXX process was for transferring loans. I then asked for my call to be escalated and when it was escalated, I spoke to a man named XXXX or XXXX. I explained to him what my issue was but just like XXXX, he kept repeating Mr. Coopers system for transferring loans and did not recognize that there was an issue in that process as the new company did not receive my forbearance status from them. He did not care to investigate or try to understand my issue as he rudely mentioned more than once that I was no longer a customer of Mr. Cooper, so my issue was not their concern even though, Mr. Cooper is the cause of issue.
As a result of this gap in communication created by Mr. Cooper, the new service company reported me as 180 days late on my mortgage and now I have damages. My credit score dropped XXXX points during the time I was seeking loans to help cover costs and losses generated during the pandemic.
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06/28/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My loan was service transferred at the beginning of XXXX and this company has been misapplying payments and providing incorrect information since then. They have left overpayment amounts in suspense, and continuously told me that the issue has been corrected and that partial payments received will apply to suspense until a full payment is received and then the overpayment will apply to the principal balance and that once the payments are 1 month ahead any additional payments received in the same month will apply to principal instead of remaining in suspense. They confirmed to me that I could make these payments however I wanted though they have continually misapplied them resulting in additional calls, and them advising my account was delinquent at one point because they applied XXXX to principal when the monthly required payment is approximately XXXX per month. They are now advising us that they have a system issue and bill pay payments for the partial amount are applied to principal or suspense and the only way to make sure the payments made through bill pay apply correctly is to send for the full monthly payment at one time. This is not the case for partial payments made with then through any of the other published payment options. It also means they are not fairly applying payments according to their own written payment instructions that were sent in our welcome letter. They have advised that this doesn't really make a big difference though if they payments applied as intended it shaves approximately 11 years off of the original term of the mortgage according to their own website just by virtue of paying XXXX per month without the additional XXXX directly to principal over the course of a year, via biweekly payments. They also allow biweekly payments to be made automatically but do not allow you to set this up yourself online and it's not an available option listed. On their form it doesn't allow you flexibility or a specific start date for the payment as everything is dependent on when they receive and process the form.
We have also noticed that while this welcome letter is dated XX/XX/2021, that online it shows as a statement sent XX/XX/2021, which is a 5 day difference and we do not believe this was in fact mailed timely. They are also addressing a number of correspondences to my husband instead of me when I am the primary listed and he has a separate email address that should have come over with the servicing file.
We have also requested to be marked not to solicit us multiple times and this has also not been processed or honored. They also advise that the do not solicit only covers their offers of refinance not the XXXX XXXX XXXX XXXX though that is an additional product or service with a fee through a related company and therefore counts as a solicitation. Additionally they are also still sending us solicitations for refinance programs, and trying to sell us on paperless statements, we are on the National Do Not Call Registry as well.
Specifically we are asserting errors under XXXX ( b ) of Failure to accept a payment that conforms to the servicer 's written requirements for the borrower to follow in making payments. Failure to apply an accepted payment to principal, interest, escrow, or other charges under the terms of the mortgage loan and applicable law. Any other error relating to the servicing of a borrower 's mortgage loan.
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08/11/2020 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
I have a VA loan with Mr. Cooper mortgage. I paid off my loan on XX/XX/XXXX and have never missed a payment on any mortgage in 14 years. Because I refinanced my VA loan through Mr. Cooper in XX/XX/XXXX, I had to agree to escrow my taxes and insurance. On XX/XX/XXXX Mr. Cooper sent my insurance company, XXXX, a payment for {$4000.00} from my escrow account to pay an insurance bill that was due on XX/XX/XXXX. This was done via a bulk check payment to XXXX for approximately XXXX other homeowners bills being serviced by Mr. Cooper with payments due to XXXX. On XX/XX/XXXX I paid off my mortgage due to the sale of my home. I have spent the past 3 weeks attempting to track down the " missing '' {$4000.00}. After several phone calls to XXXX, it was confirmed that they had no record of the payment or check. I called Mr. Cooper twice the week of XXXX the first representative was unable to help me. The second representative confirmed that the bulk check was sent and it was not cashed. She suggested I call on XX/XX/XXXX, which would be 30 days past the check issue date, at which point it could be cancelled.
Today, XX/XX/XXXX, I spent 2 hours, on 2 separate phone calls, with Mr. Cooper. The first representative could not help me and finally suggested that she should call XXXX direct to see what happened and asked me to hold. I gave her my phone # incase we got disconnected and proceeded to wait on hold for XXXX0 minutes ... At the one hour mark, the Mr. Cooper hold music stopped and the call hung up. I waited 2 hours for the representative to call me back and she did not. I called again and spent 58 minutes on the phone with another representative who told me the last representative hung up with XXXX because the wait was too long ( never got a call back XXXX. I asked repeatedly to be escalated to a manager and she asked repeatedly in her " group chat '' for a manager to get on the phone with me and no one responded. She was finally able to figure out that the check was stopped but could not answer when I may see the missing escrow $ back or what department would be responsible for issuing a check to me. I actually felt very bad for her - she was doing her best with absolutely no support internally.
Mr. Cooper is one of the largest US lenders and servicers of US government backed loans. They are PAID to service loans for customers and my issue should have been fixed on the first phone call. Employees are not empowered to own customer problems and instead hope the customer hangs up and the next representative has to deal with the issue.
My husband is a 23 year XXXX XXXX veteran and I work with mortgage product so I am fortunate to understand how lending and servicing works and to have a job that allows me to spend this amount of time on the phone with Mr. Cooper to resolve this issue. I can not even imagine what this would have been like for a person without financial expertise, perhaps with a spouse on a XXXX and multiple children at home ( I have been there, I know ), to understand this issue and continue to follow up on it. Frankly, they may not have even realized they were missing escrow money.
I would have expected much faster resolution from Mr. Cooper and to never be in a position to be begging for resolution on something they are paid to be responsible for. I am filing this complaint so they can address their customer service department.
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08/16/2023 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
XX/XX/XXXX - My company sent all workers home for stay-at-home orders. During this time, company was willing to paying a reduce wage per week during the lockdown. As my family of XXXX was stuck at home, food and day-to-day expenses XXXX. XXXX month was difficult to pay mortgage along with other house bills. Current mortgage company offered a forbearance for covid.
Within the next XXXX months, my loan was sold to another company then back to XXXX ( which is serviced by Mr. Cooper ). In this time, we did not know WHOM to make a payment to as each time I was told XXXX, it was sold then I was told to wait another month to start with payments.
When our household finance become more stable, I try to contact XXXX to start the process of getting off forbearance. I was advised to wait a little longer by a couple of different agents. After another month or so, I started to submit paperwork to start back up my payments. I would return to the office and a couple of months later, I was offer a promotion with higher pay in XX/XX/XXXX.
Between XX/XX/XXXX to today, I have been through lost migration, loan modification & state help to get back to paying my regular monthly mortgage payment. Ohio has a program that will pay {$25000.00} in back payments to a mortgage company for people affected by XXXX ( No amount higher ). With HUD help, I applied and was approved when my past due was around $ XXXX. When the state went to confirm this, XXXX ( XXXX XXXX ) stated the amount was OVER the $ XXXX mark. Thus, state could not pay it because of this overage. I made around {$4000.00} in payments to the mortgage company in order for the past due to be under. ( XX/XX/XXXX ) After about another 4 months with help local HUD office, we could not bring the past due under the $ XXXX mark. This went into loan modification / loss migration office of XXXX. With continue help from local HUD office, we submitted documentation multiple times with XXXX. We would get confirmation in 24 hours ; but then the package would be lost in their system when we called back to check on the progress. When a package of information was sent, I was instructed to wait for about a week to check in. This went on for about 4 months. Latest update in XXXX, no documentation was logged. My housing agent and I re-submitted this package at least 7 times in the past few months.
Finally beginning XX/XX/XXXX, I was escalated to their management team in Loss Prevention, where as I spoke with a XXXX XXXX ( XXXX XXXX ). She then went thru the whole process again with me in an hour, told me I qualified for a Veterans XXXX program that would allow me to get on a 3 month trial period ; where as I would make a slightly increased monthly payment for 3 months then back to making my monthly payments starting in XXXX. She instructed me to wait a month and a packet of information will be mailed to my house. It never arrived. She gave me a direct dial number to call, but I kept getting voice mail.
This past XXXX weeks, I received a demand letter from XXXX. When I finally got to an agent, I was told that my loan modification was deny ( No notice was sent to me ) back in XXXX. They threaten to Foreclose on me starting in XX/XX/XXXX.
My HUD office, VA & myself are looking for options. I can easily pay my monthly mortgage now but not with 3 years past due amount of $ XXXX.
I have documented as much as I can.
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03/08/2023 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
I have a VA home loan for my home, located in Texas ( zip : XXXX ). The bank that holds my mortgage is XXXX XXXX XXXX XXXX. The loan servicer for my mortgage was a XXXX subservicer " Nationstar Mortgage. '' During covid, my mortgage was placed into forebearance at my request. The forebearance lasted roughly 12-15 months ( I don't remember the exact amount of time ). I agreed to a loan modification to exit the forebearance. I believe the process ( of exiting forebearance ) began in XX/XX/2021. Nationstar sent a loan modification agreement for my wife and I to sign and have notarized. We did so and subitted the agreement. Nationstar then contacted us again and asked us to re-sign and re-notarize the loan modification agreement. We were told by Nationstar that this was because the loan modification agreement we submitted was not notarized- which we know for a fact is not true. Regardless, my wife and I signed and notarized the documents again and resubmitted them. Since then, XXXX has changed our loan servicer to " Nationstar d/b/a Mr.Cooper. '' Now, Mr.Cooper is demanding that we re-sign the loan modification yet again. When I called to ask why, " Mr.Cooper '' representatives have given me multiple reasons, but has generally stated that it was some kind of document processing error on their part. Nobody at Mr.Cooper can tell me what was deficient with the last documents that we submitted. I have had Mr.Cooper representatives tell me that my wife doesn't need to sign the modification agreement this time, but then they sent me a document which plainly asks for my wife 's signature. Some Mr.Cooper representatives have said that the signature ( s ) don't need to be notarized, while other Mr.Cooper representatives have said that is must be notarized again. At times, Mr.Cooper representatives have blamed the VA, saying that the VA is at fault and that I have to resign the document due to ever-changing VA regulations XXXX Mr.Cooper representatives have also at times said that this was the result of the change in loan servicers, and a failure to transfer the documents from one warehouse to another ( and that they don't have some of the documents now? ) This process has been going on since XXXX of XXXX and collectively my loan servicers have failed to figure out how to execute this document. I am concerned that there will be new issues as a result of this much delay. ( E.g. I'm concerned that the modification will just be voided due to this extensive delay. ) It seems like Mr.Cooper has systematic communication issues within their organization. They are either negligently or wilfully mismanaging my mortgage and loan modification. I don't know what incentive they would have to disrupt this loan modification process, but this process has been so intentionally vague and opaque that I am beginning to suspect malfeasance. Even if this is not intentional misconduct, Mr.Cooper 's continuous mismanagement has been so embarrasingly inept that I felt compelled enough to submit a CFPB complaint - my first CFBP complaint ever.
I hope that the process of this complaint will inconvenience Mr.Cooper even a fraction of as much as they have inconvenienced me, as I have no confidence that they can resolve this issue on their own. With what power you have, please investigate the mismanagement of this VA-regulated loan modification and VA-backed mortgage .
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02/17/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Problem with personal statement of dispute
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Web |
Servicemember |
I was unfairly reported for late mortgage payment by Mr. Cooper in XX/XX/XXXX.
Ever since I bought my house in XXXX, I was never late on payments ever before this whole situation. I truly believe that the only reason I was late was due to terrible communication Mr. Cooper provided toward their customer, and I have to pay the unfair price for it. It is extremely disheartening and disgusting to see how unforgiving and unempathetic Mr. Cooper is to their customers who were affected by the pandemic.
Here is what happened : In XX/XX/XXXX, my VA loan was transferred over to Mr. Cooper from XXXX XXXX. Right after, I enrolled in automatic payment so I never have to worry about missing a payment by accident. Then, Covid 19 Pandemic began and I was financially affected, which made me enroll in Mr. Cooper 's forbearance plan in XX/XX/XXXX. Eventually, I was able to recover and pay off the entire amount I owed by XX/XX/XXXX, and ended the forbearance plan.
During the pandemic, I have communicated with Mr. Cooper numerous times while on forbearance plan to make sure I do everything right on my part so that my credit score is not affected. However, not even once, have they mentioned anything about re-enrolling to automatic payment after getting out of forbearance plan, which leaves vulnerable customers like myself to assume that I am still enrolled in the automatic payment system.
On top of that, during the whole 40 days of my mortgage payment being late, I have not received any phone calls or written documents or email notifying that my payment has not been received. Mr. Cooper claims that they called me twice, but what does it do if they couldnt actually reach me because I am busy during the day working? Nothing. My laptop has been broken since XXXX, so I dont get to access my account often either.
I was totally oblivious of the situation until XX/XX/XXXX. The only reason I realized I was late on payment was because I was talking to a loan XXXX from another bank for refinancing my mortgage to save money because I am still affected by the pandemic. The XXXX informed me that Mr. Cooper filed a late mortgage payment, and there I can not refinance my mortgage. I was devastated but immediately paid the difference and re-enrolled automatic payment plan in order to make things right. Then, I called Mr. Cooper and filed a dispute explaining the whole situation. The customer service lady understood the situation and was positive about getting the whole situation fixed.
Then, I received the decision letter from Mr. Cooper ( see the attached ), simply stating that there was no error reporting my credit history, which is totally missing the main point of the discussion and only looking at the simple numbers and dates.
For Mr. Cooper, I might be just another customer with late payment, but this affects everything I do. As a young professional affected by the worldwide pandemic, I am just trying to survive and get back up on my feet, but it is extremely heart-aching to see how Mr. Cooper doesn't want to own up for their mistake and doesnt care about damaging its customer, instead of helping out.
I want to re-emphasize that I have never missed a payment before and it was never my intention to be late. All I ask of you is to please consider every circumstances, and make a fair judgment.
Thank you for your time, XXXX XXXX, XXXX
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07/08/2023 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
I need HELP!! I was approved for a forbearance during COVID in XXXX, but was also terminated from my job in XX/XX/XXXX. My dad ( a veteran ) died from XXXX in XX/XX/XXXX, so I requested an extension for the forbearance and was approved. I was denied unemployment and during the appeal process, a librarian helped me fax some papers. She informed about the Mortgage Assistance for Alabama. I applied but was denied because they said my loan payment showed it was over the {$50000.00} maximum.
I went to XXXX XXXX XXXX and XXXX XXXX for assistance. I was asked if the mortgage company could accept the {$50000.00} and apply the partial/balance over the {$50000.00} amount to me, or modify the remaining ( since it would primarily have been for escrow due to taxes & insurance ). The Mortgage Assistance of Alabama program stated there is a time frame, and funds were available on a fist come first serve basis. Mr Cooper REFUSED to assist me!
Mr Cooper demanded the full past due amount and would NOT accept any smaller payments! They only offered to refinance my entire loan for another 40 yrs & a higher payment, & higher interest rate! They were forcing me into foreclosure, so in XX/XX/XXXX I filed bankruptcy to prevent foreclosure. My attorney advised me to apply for another modification while the bankruptcy is active. However, on XX/XX/XXXX I was terminated from my current job ( reason states for filing bankruptcy ), and I have applied for Unemployment. My employer is refusing to pay the Unemployment Benefits. I have appealed and I am currently waiting on a date and/or update, but I currently do not have ANY income.
In XXXX, I called Mr Cooper and explained my situation. I was instructed to contact my bankruptcy attorney and have him call them. On XX/XX/XXXX I received a packet with a modification agreement that states it will add {$13000.00} to the current principal balance of {$160000.00} adn the new principal balance modified will be {$180000.00} ... which will begin on XX/XX/XXXX. On page 2, it states in 1 ( A ) I am experieincing a financial hardhsip, and as a result, ( i ) I am in default under the Loan Documents or my default is imminent, and ( ii ) I do not have sufficient income or access to sufficient liquid assets to cure the default or to make the monthly mortgage payments now or in the near future. It states the new maturity date will be XXXX/XXXX/XXXX ( which is 40 years )! And the current Total Outstanding Balance of my loan is {$220.00}, XXXX. The interest rate will increae from 4.25 % to 6.8750 % and the new monthly payment will be {$1500.00} due on XX/XX/XXXX.
The original loan amount was {$200000.00}. They have ignored or disregarded ALL the payments that I have made from XXXX! I called and they said They could not speak to me, only my bankruptcy attorney, due to the bankruptcy filing. My attorney filed the affidavit authorizing me the ability to communicate with Mr Cooper and receive statements or any documents pertaining to a modification. This seems like price gouging or predatory lending to me! Today is XX/XX/XXXX and I STILL do NOT have ANY income! Plus, I am in an ACTIVE bankruptcy ( due to Mr Cooper ). So, I know I will not be able to pay ANYTHING on XX/XX/XXXX! Hopefully, I will have had my Unemployment Appeal and my Termination Appeal before then, so I can get my job back and/or have some type of income!
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02/10/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Improper use of your report
- Reporting company used your report improperly
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Web |
Servicemember |
15 USC 1681 b ( a ) ( 2 ) states any consumer reporting agency may furnish a consumer report under the following circumstances : ( 2 ) in accordance with the written instructions of the consumer to whom it relates. The following agencies are reporting and recording nonpublic information including reports containing transactions history and experiences between myself and financial institutions making the reports, adverse action not pertaining to a conviction of a crime, on my consumer file without my permission or consent : XXXX, XXXX, XXXX. These actions are a direct violation of 15 USC 1681b permissible purpose and 15 USC 1681c information contained in consumer report, 15 USC 1681e compliance procedures has also been violated that no consumer reporting agency may furnish a consumer credit report to any person if it has reasonable grounds for believing the consumer credit report will not be used for purposes listed in 1681b. The action above, taken by the consumer reporting agencies are also violating the Privacy Act of 1974 and the Fair Credit Reporting Act. Title 5 USC 552a ( 4 ) defines what a record is, vividly describing a consumer credit report and 5 USC 552a ( b ) sates the conditions of disclosures pertaining to those records that no agency shall disclose any record which is contained in a system of records by any means of communication to any person, or to another agency, except pursuant to a written request by, or with the prior written consent of, the individual to whom the record pertains. This law ( 552a ( b ) ) is in correlation with 15 USC 1681b ( a ) ( XXXX ) which again is being violated. The financial institutions and credit reporting agencies XXXX, XXXX and XXXX did not and do have my consent to furnish, report or record this information and most certainly do not have my written consent. Any and all consent whether implied, assumed, verbal, nonverbal or any of the like is revoked and all unauthorized reported or recorded nonpublic personal information shall be removed immediately.
12 CFR 1016.1 purpose and scope governs the treatment of nonpublic and personal information about consumer by the financial institution. ( 1 ) requires a financial institution to provide notice to customers about its privacy polies and practices. ( 3 ) states financial institutions must provide a method for consumers to prevent disclosing information to nonaffiliated third parties. This opt out method must be clear and conspicuous and must accurately reflect privacy policies to the customer/consumer before any disclosing of nonpublic personal information about the consumer to any nonaffiliated third party in accordance with 12 CFR 1016.1 ( 1 ) ( 3 ), 12 CFR 1016.4 ( a ) ( 1 ) ( 2 ). 12 CFR 1016.7 states the form of opt out notice to the consumer must be clear and conspicuous and accurately explains the right the consumer has to opt out and which reasonable means the consumer can do so. I, the consumer does not recall receiving from XXXX XXXX XXXX XXXX XXXX XXXX XXXX. XXXX, XXXX Bank a clear and conspicuous notice of my rights which accurately explains my rights and a reasonable means to exercise them. These actions are direct violations of the laws stated above. Lastly, 12 CFR 1016.7 states a consumer may exercise the right to opt out at any time. I the consumer, am opting out any and all your reporting services permanently.
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11/17/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I have a mortgage with Mr Cooper, loan # XXXX originated XX/XX/XXXX for a property at XXXX XXXX XXXX XXXX, XXXX, ID XXXX. After losing my job and having vacant apartments due to the pandemic, I requested and received pandemic relief in XX/XX/XXXX.
By the fall XXXX I was paying my mortgage in full and making extra payments and advised XXXX XXXX that I no longer needed COVID relief. At that point I was less than 2 months behind in my payments. I was advised that I had to call to make payment arrangements. When I called, I was offered three options : pay the past due balance in full, add it to the end of the mortgage or create a payment plan to pay the unpaid balance over six months. I took the last option. On at least three occasions, after long waits, I was asked for income and expense information, the additional amount I was to pay monthly was calculated ( I was already paying more than that amount over my regular payment ). Each time the agent advised me that they needed to verify the plan with their supervisor, would go off-line for some time, advise me they could not reach their supervisor and that they would handle it later and they would be in touch, then nothing would happen until I received more threatening letters about late payments. Each time I called, there appeared to be no notes on file that I had previously called. Finally, on the FOURTH try in XX/XX/XXXX, I was able to create a payment plan. I was now only one payment behind.
Then I applied to refinance another property. When my credit was pulled by my credit union, it showed me as 30 days past due on my mortgage in both XX/XX/XXXX and XX/XX/XXXX. I called Mr Cooper to ask them to remove this, they refused. I filed a protest through XXXX, it was denied. I called Mr Cooper again and was told that it was because I had used the payment plan option AND that it would not have happened had I continued pandemic relief, paid in full in XXXX or added the balance to the end of the mortgage. And that they had told me this during the application process. They absolutely did not tell me this or I would never had selected this as an option. In contrast, mortgage relief from my other mortgage company ( XXXX ) involved answering a half dozen questions on their website and adding the unpaid balance to the end of the mortgage. No hassle, no long wait times on phones, no financial repercussions. Mr Cooper has potentially cost me thousands of dollars in interest as I have missed the lower interest rates that were available in XX/XX/XXXX and I was unable to buy a home for my brother that we were in contract to pay cash for and as well all know, real estate prices have increased significantly in XXXX. All because my credit score had dropped 20 points below the threshold for the best interest rate available due to Mr Cooper 's actions. The company clearly thinks I am a good credit risk because I regularly receive offers to refinance or get a new mortgage through Mr Cooper I have had mortgages since XXXX and have never previously missed a payment. Thanks in part to my good credit, I have been able to acquire three small multi-family properties with modest incomes and significant equity. Had it not been for Mr Cooper 's derogatory remarks, I would likely now own another property and my cash flow would have improved.
Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, ID XXXX
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05/17/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, CT XXXX XX/XX/XXXX Mr. Cooper Mortgage Services XXXX XXXX XXXX XXXX XXXX, TX XXXX Loan # XXXX FOLLOW UP COMPLAINT This is a follow-up case update that your office has requested. So as to stay involved in this matter. Enclosed you will see the filing by XXXX XXXX Mr. Cooper XXXX XX/XX/XXXX. To postpone the law day so as to give a loan modification a chance ( see attached letter from court filing ) Our lawyer followed up by calling the bank to send all the paperwork for the modification, the bank failed to do so, but promised to send the paperwork in the mail. As time was running out we downloaded all the documents from the website. We completed the paperwork with all the financial documentation submitted to the lawyer representing the bank through our lawyer. The bank has not responded, so we are submitting this letter to you to help us. The reason we are submitting this on XX/XX/XXXX is because we were waiting for the bank to send documentation to fill out, But the bank never did. Read the background of this case below.
On XX/XX/XXXX, XXXX and XXXX XXXX XXXX XXXX XXXX XXXX, XXXX, CT XXXX submitted a complaint against Mr. Cooper Mortgage Service, Texas. In response to your intervention, Mr. Cooper reopened the judgment two times. According to the bank to give our case consideration for a modification of loan. Mr. Cooper never followed through to request financial documentation to do a loan work out. It was a delay tactic on the part of the bank to get your agency off their back. The primary objective of the bank is to execute a strict foreclosure on the loan. The original loan in XXXX was {$400000.00}. The bank wants to foreclose the mortgage to the amount of {$900000.00}. That is for a tax write off for the bank. the loan was declared a predatory loan by the judge. The interest rate has adjusted up to 14 %.
Mr. Cooper is now scheduled for XX/XX/XXXX as our law day. We are requesting your intervention on our behalf. We need to stop Mr. Cooper 's actions. Mr. Cooper needs to explain why they have not followed through with their promise to review our loan for a modification. We have the financial qualification for a loan modification. Both I and my wife have been in our current jobs for over seven years. ( Please see motion to open judgment and extend law date by the bank Mr.Cooper/XXXX XXXX . You can see that the bank has used the delay tactic for deception and manipulation to their advantage. Please read Mr. Cooper/XXXX XXXX motion to open judgment and extend the law date on XX/XX/XXXX. The court document stated that the bank wanted to reopen the judgment and extend the law date to pursue a modification review workout. They never followed through and requested any documents from us.
We put our house XXXX XXXX XXXX XXXX up for sale, and we found a buyer and got an offer and contract on the house. We hired Attorney XXXX through the recommendation of our realtor, XXXX XXXX. The attorney worked hard on the file, sent every requested document to the bank through the equator. Please see the letter written by the bank on XX/XX/XXXX, claiming that they never received the paperwork.
In hope that your office will take action to stop the short sale, and make the bank offer us a modification consideration. We thank your office in anticipation. Sincerely, XXXX & XXXX XXXX ;
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02/17/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Mr. Cooper when I checked my online portal back in XXXX of XXXX was showing I owed them as my escrow was negative. I deposited {$840.00} INTO my escrow to try and stop payments from going up. I called several times and had to spend a hours on the phone over multiple calls to determine why, and they stated a letter was mailed out stating I did not have home owners insurance, which THEY PAY OUR HOMEOWNERS POLICY FROM OUR ESCROW ACCOUNT, and I needed to submit proof, so I submitted on XX/XX/XXXX and was told they would back out the charges they had as they were saying they bought insurance on our behalf and notified us ( which I never was ) which I believe they stated was for all of XXXX. For the record they paid our insurance company on XX/XX/XXXX for our home owners policy. Then on XX/XX/XXXX did a LNDR PAID EXP DISB of XXXX but did it incorrectly and removed it from the PARTIAL PMT UNAPPLIED area of ESCROW then on XX/XX/XXXX they did a {$490.00} ESCROW ADVANCE to get our escrow account balance up to {$2600.00} and then did another ESCROW ADJUSTMENT of XXXX to bring our escrow balance down to {$0.00}. Followed up by assuming to correct their first mess up and did a CORPORATE ADVANCE ADJUST of {$2600.00} back to PARTIAL PMT UNAPPLIED balance on the same XX/XX/XXXX. After multiple calls I finally was able to determine they stated I did not have home owners insurance however I did as it is paid out of my escrow account by them. Then I had the same thing basically happen where they tried to say we owed them several thousand dollars in XXXX of XXXX I spoke to a representative XXXX which stated this should get fixed and was given TICKET # XXXX for reference. Then come in to XXXX of XXXX I receive more information we owe Mr. Cooper over {$3000.00} to bring my escrow account back to {$0.00}. I spoke to XXXX on the phone on XX/XX/XXXX and XX/XX/XXXX and was given CASE # XXXX. I got a transaction statement and started to go through it. There were 7 pages!!! of charge reversals on XX/XX/XXXX were they REVERSED ALL of my payments back to XXXX of XXXX and then reapplied them while try to again charge me {$2600.00} for a LENDER PAID EXPENSE again. What was really even worse is TRANSACTION XXXX & XXXX where they split the {$2600.00} into 2 charges to make it appear different this time when doing it so the charges were {$2600.00} + {$2.00} = {$2600.00}. I was informed by XXXX that I would receive a call back next week. It is now XX/XX/XXXX and I still have not received a call from Mr. Cooper and they are now saying my mortgage payments are going up almost {$600.00} a month. This is deceptive business practices if I've ever seen them. I did not choose Mr. Cooper my loan was sold off to them. My taxes and things out of escrow have gone up year over year but going up from {$7900.00} to {$9800.00} or a difference of XXXX does not = + {$600.00} more a month on my mortgage payment. I'm also now concerned with how often they have messed up my escrow account and doing reversals and reapplying this that they have also messed up my principal balance. Since interest in accrued daily if they did this incorrectly they essentially giving themselves more interest therefore more money. The fact their statements also do not show a negative balance on them at any time to the customer also does not make determining if something is wrong seems also shady.
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04/15/2021 |
Yes |
- Mortgage
- Other type of mortgage
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- Trouble during payment process
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Web |
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Dear CFPB, What a mess! Please refer to my prior complaint XXXX I was locked out of my email address. That originated this complaint on XX/XX/XXXX I recently viewed the account after finding the consent order of the Attorneys General Consent Order XXXX finding Nationstar and Mr Cooper mortgage with fault as to handling mortgages. Mr Cooper has a loan under my name loan # XXXX under my SS they took over old XXXX accounts Mind you : both XXXX XXXX and my X husband XXXX were terminated in Federal Court in XXXX. I believe that Mr Cooper may have lent my equity to someone else unfairly. This is the equity Ive been advocating for since XXXX And if theres any debt its from XXXX XXXX Reaffirming a null and void loan against the Courts objection. XXXX also refused to sign the quit claim deed as ordered by the Court My interest in the property was omitted in XXXX XXXX XXXX case.
The Bankruptcy court granted the house back to me after I proved their deception to the court.
Theyre stil hard at work to make me destitute, And its working, I am I need your help.
Mr Coopers admin XXXX XXXX states completely from old material and states a case # XXXX again denies my claim.
Theres written on the outside of the jacket per a customer service rep/Cooper do not release lien, or credit information this is highly suspicious and I would hope that someone would enforce the release of the funds/ equity To me. So that I dont have to be destitute.
I have a right to those funds, even if you take it from XXXX Home in XXXX XXXX mi. Deeds records state something to the effect of an Excess of forfeiture funds to him by XXXX I was awarded the marital home in binding arbitration an agreement was made. And he should forced to deliver case XXXX DM Arbitration XX/XX/XXXX which should supersede the Flawed judgement of Divorce by Attorney XXXX XXXX.
Please I know I will find no relief in XXXX XXXX! In the State of Michigan for that matter.
An abuse of power is prevalent and these are also actions of retaliation.
I believe youve already found my relief! Therere just making certain that I dont get it.
It appears that Mr Cooper has used my old modification documents to modify or use somehow for someone else. The last couple of pages are not my signature, and I have never had a XXXX attach as its states.
Do you think you can figure this out? They or someone had been hampering my communications. My emails arent being delivered, nor are my phone calls returned.
It appears someone may have suggested to the FBI that Im a threatening to security or society IDK Im finding all kinds of nonsense spoken against me unfairly.
Please see the attachments Also the case Consent Order is very informative And I believe it should relate to me.
Case # XXXX dated XX/XX/XXXX a civil action taken against XXXXation-star/Mr Cooper Admin for Mr. Cooper XXXX Attorney General Mi. XXXX XXXX XXXX XXXX XXXX XXXX XXXX Mi. ( XXXX ) XXXX I truly need an attorney ... but not one from Michigan.
Sincerely Grateful and are of Hope once more Awaiting relief XXXX XXXX XXXX ( XXXX ) XXXX XXXX XXXX XXXX XXXX office stated that they mailed the results of my complaint to XXXX XXXX XXXX XXXX. Why there if I hadnt been there since XX/XX/XXXX? Thats odd they also emailed me this closure letter XXXX XXXX XXXX dated XX/XX/XXXX and I cant open it.? This was just after the consent order?
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02/04/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Servicemember |
XX/XX/2022 RE : Foreclosure Sale TS No : XXXX XXXX XXXX XXXX XXXX Foreclosure Sale TS No : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX CA XXXX XXXX XXXX ext XXXX https : XXXX Mr Cooper Account Number # XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Bypass XXXX, TX XXXX XXXX https : //www.mrcooper.com/ XXXX XXXX XXXX XXXX XXXX XXXX
TS No : XXXX XXXX XXXX XXXX XXXX XXXX TX XXXX XXXX XXXX https : XXXX Please reverse the sale of our home. Request attached to this email. Please help, the auction sale was scheduled for Wednesday, XX/XX/2022.
I am at a critical point in our homeownership. I have in good faith tried to negotiate a modification for the life of my loan that is fair to the investors, servicer, and my family. I do understand that the bank does not have to offer or even extend any modification terms. I am not looking for handouts and we are fully aware of the moral hazard implications do not want to contribute to it.
I have utilized both XXXX XXXX and XXXX XXXX bankruptcy filings to place my family in a financial position to afford the mortgage and to avoid foreclosure I have reduced and cut expenses in every way possible. I have utilized every legal remedy to save our home.
We have been told, by HUD agencies and credit counselors, that our front and rear-end ratios regarding our income are sufficient to receive an affordable modification, however, the investor group has rejected every viable option to receive a life of the loan, an affordable mortgage solution to date.
On Wednesday, XX/XX/2022, the above agencies foreclosed on our home. I have exhausted efforts to achieve an affordable mortgage because the investors, to date, have denied any affordable mortgage for the life of the loan because they have only extended payment plans that have been temporary and offered no long-term solution.
If given the chance for a fair solution, we will be able to sustain mortgage payments for the life of the loan. I am now at the mercy of the servicer, the investors, and any efforts that can be extended at this point. I pray that the investor team will have compassion and really work to help us maintain our home with a proprietary mortgage modification solution that is long-term, affordable for all the stakeholders to include the investor and servicer. Please help, as this will be my last opportunity to maintain our home.
Although I have never received a sustainable modification to date, I am hoping a final effort can be made for a modification on behalf of my family, and our family of XXXX is not displaced.
Our primary goal is and has always been, to maintain our home and not displace our family. I realize this is an uphill battle, but I will not be able to be at peace if I do not try to use every possible option until the options have been exhausted for a modification that is for the life of the loan.
This issue has created tremendous anxiety and uncertainty, and I have the tremendous weight of this burden to ensure the stability of my family. I feel things are starting to cave in around me now and to have my family displaced during a pandemic is adding more to the fear.
If you can make a final attempt for a modification on my behalf, I would like to pursue the optionit is at least worth the effort.
Please help.
Sincerely, XXXX XXXX Property Address : XXXX XXXX XXXX XXXX CA XXXX ( XXXX ) XXXX XXXX XXXX
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06/29/2019 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Problem with personal statement of dispute
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Web |
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In XXXX of 2018, we were notified that our mortgage was to be transferred from XXXX XXXX XXXX to Mr. Cooper. Prior to that, we had been working on a Loss Mitigation case, applying for a Loan Modification as a result of a Natural Disaster Forbearance program through XXXX XXXX. We had spent almost a year working through our loan modification application so I was very uneasy with the idea of a service transfer right in the middle of our application process. I very pointedly asked XXXX XXXX if we would have to start the lengthy process over upon being transfer, and they assured us that Mr. Cooper is required to honor any offerings and resolutions that XXXX XXXX offered.
As we neared the start of the service transfer, XXXX XXXX officially approved us for a Loan Modification. Accordingly, we were sent the terms of the modification, which we were to sign, date and return - then we would be done. We obliged and returned the paperwork promptly in early XXXX of 2018. I confirmed with XXXX XXXX that the paperwork was received and that all that needed to happen at this point was processing - they confirmed back. Meanwhile, the service transfer began to Mr. Cooper.
I also reached out to Mr. Cooper and explained our situation. Due to previous issues with XXXX XXXX Mortgage, I sought to understand a ) how the Loan Modification process would be effected, and b ) if any of this would effect our credit. They mentioned that it would take 60 days for everything to transfer, and upon completion, they would begin to pick up where XXXX XXXX left off.
After the 60 days passed and all paperwork had presumably been received, Mr. Cooper claimed that they had no documents showing we had ever been offered a Loan Modification. As a result, they geared up to report negatively to our credit based on the forbearance period of 60-90 days unless we came up with almost {$8000.00} in a matter of weeks. Of course we were unable to come up with that amount of money in that short period of time, so they hit us both with several negative remarks to our reports.
I explained to about 5 different people including their Research Team that we possessed documents that showed we had in fact been offered a Loan Modification. However, it suddenly became very clear to me that Mr. Cooper had no such record of these documents. They launched an investigation to get any other missing documentation from XXXX XXXX Mortgage, however came up empty handed. Accordingly, Mr. Cooper claimed that due to no evidence of our acceptance into a Loan Modification program, they claimed their negative credit reporting was true and accurate and refused to remove the negative reporting.
At the time of the service transfer, we were actively working with both XXXX XXXX and Mr. Coopers Loss Mitigation departments AND had been offered an loan modification from XXXX XXXX. I have been told on several occasions by Mr. Cooper that if we had applied for and been accepted into a Loan Modification program, they would honor it. However they ultimately did not honor it, and as a result not only did we have to go through the entire application process all over again, but they also reported negatively to my and my partners credit during the ( re ) application process. All of this because they claimed they did not possess documentation showing our previous acceptance into the program.
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09/02/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Older American |
This is an updated version of this complaint that was filed earlier today.
Nationstar Mortgage LLC, d/b/a Mr. Cooper is engaging in : 1 ). an unlawful invasion of my privacy in violation of California Penal Code Sections 631 and 632 2 ). an unlawful intrusion into my private affairs, and 3 ). a violation of my right to privacy under the California Constitution.
In her email message to me on XX/XX/2021, Mr. Cooper 's Vice President, Associate General Counsel XXXX XXXX XXXX WROTE in part : " ... ..Not sure what else you would like in writing or why this is an issue. Our calls are recorded, so records exist. '' The above sentence by Ms. XXXX was in response to my numerous requests to have all future forbearance, and post-forbearance-related discussions between myself and Mr. Cooper reduced to email correspondence. I had continued to request that all post forbearance negotiations between myself and Nationstar Mortgage LLC, d/b/a Mr. Cooper be done by email, to create a written record of our discussions available to both parties in writing and because I did not want to have Mr. Cooper recording our telephone discussions.
This recording of our telephone negotiations by Mr. Cooper would provide Mr. Cooper with an unfair, one-sided advantage of having recordings of our discussions that they could easily manipulate and would not provide to me unless I was willing to spend tens or hundreds of thousands of dollars that I do not have, getting a subpoena or suing them and going through the discovery process.
There are less than 60 days left on my present forbearance. To avoid foreclosure and access the post forbearance programs available to me through XXXX XXXX, and benefit from the post forbearance remedies made available to California borrowers in forbearance by the Consumer Financial Protection Bureau 's recent post forbearance amendments to the Real Estate Settlement Procedures Act ( RESPA ), Regulation X. ( 12 CFR Part 1024 ) Federal Register /Vol. 86, No. 123 /Wednesday, June 30, 2021 /Rules and Regulations ; MR. COOPER IS REQUIRING ME TO SPEAK WITH A MR. COOPER " DEDICATED LOAN SPECIALIST '' OR OTHER MR. COOPER EMPLOYEES ON RECORDED PHONE LINES. I HAVE NOT AND WILL NOT GIVE MR. COOPER, MY PERMISSION TO RECORD OUR PHONE CONVERSATIONS.
Therefore, during these dangerously stress ridden, frenetic times when California residents like me are struggling to survive and avoid forclosure, Nationstar Mortgage LLC, d/b/a Mr. Cooper, as XXXX XXXX 's loan servicer and representative, is ACTIVELY denying California residents, such as myself, access to XXXX XXXX and other Federal Benefits unless we surrender the privacy protections provided to us under the California Constitution and California Penal Code Sections 631 and 632. Benefits that we are desperately in need of.
In my opinion, thousands, tens or hundreds of thousands of similarly situated Californians may also be having their California privacy protections guaranteed to them under the California Constitution ripped away from them by Nationstar Mortgage LLC, d/b/a Mr. Cooper in violation of California Penal Code Sections 631 and 632.
Nobody should have to sacrifice their Constitutional rights and legal protections to obtain benefits provided by government agencies that a sinister, rogue company like Nationstar Mortgage LLC, d/b/a Mr. Cooper, is administering.
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06/29/2019 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Problem with personal statement of dispute
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Web |
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In XXXX of 2018, we were notified that our mortgage was to be transferred from XXXX XXXX XXXX to Mr. Cooper. Prior to that, we had been working on a Loss Mitigation case, applying for a Loan Modification as a result of a Natural Disaster Forbearance program through XXXX XXXX. We had spent almost a year working through our loan modification application so I was very uneasy with the idea of a service transfer right in the middle of our application process. I very pointedly asked XXXX XXXX if we would have to start the lengthy process over upon being transfer, and they assured us that Mr. Cooper is required to honor any offerings and resolutions that XXXX XXXX offered.
As we neared the start of the service transfer, XXXX XXXX officially approved us for a Loan Modification. Accordingly, we were sent the terms of the modification, which we were to sign, date and return - then we would be done. We obliged and returned the paperwork promptly in early XXXX of 2018. I confirmed with XXXX XXXX that the paperwork was received and that all that needed to happen at this point was processing - they confirmed back. Meanwhile, the service transfer began to Mr. Cooper.
I also reached out to Mr. Cooper and explained our situation. Due to previous issues with XXXX XXXX XXXX, I sought to understand a ) how the Loan Modification process would be effected, and b ) if any of this would effect our credit. They mentioned that it would take 60 days for everything to transfer, and upon completion, they would begin to pick up where XXXX XXXX left off.
After the 60 days passed and all paperwork had presumably been received, Mr. Cooper claimed that they had no documents showing we had ever been offered a Loan Modification. As a result, they geared up to report negatively to our credit based on the forbearance period of 60-90 days unless we came up with almost {$8000.00} in a matter of weeks. Of course we were unable to come up with that amount of money in that short period of time, so they hit us both with several negative remarks to our reports.
I explained to about 5 different people including their Research Team that we possessed documents that showed we had in fact been offered a Loan Modification. However, it suddenly became very clear to me that Mr. Cooper had no such record of these documents. They launched an investigation to get any other missing documentation from XXXX XXXX XXXX, however came up empty handed. Accordingly, Mr. Cooper claimed that due to no evidence of our acceptance into a Loan Modification program, they claimed their negative credit reporting was true and accurate and refused to remove the negative reporting.
At the time of the service transfer, we were actively working with both Cross Countrys and Mr. Coopers Loss Mitigation departments AND had been offered an loan modification from Cross Country. I have been told on several occasions by Mr. Cooper that if we had applied for and been accepted into a Loan Modification program, they would honor it. However they ultimately did not honor it, and as a result not only did we have to go through the entire application process all over again, but they also reported negatively to my and my partners credit during the ( re ) application process. All of this because they claimed they did not possess documentation showing our previous acceptance into the program.
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07/15/2019 |
Yes |
- Mortgage
- Reverse mortgage
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- Trouble during payment process
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Web |
Older American |
On XX/XX/XXXX one of 2 structures burned with 17K other buildings during the Camp Fire.
I had a reverse mortgage with Champion Mortgage ( CM ). After several months of attempting a short sale on the building that was left, " standing '', I changed my mind and decided to pay off the mortgage from Line A ( dwelling ) on my homeowners insurance policy. ( XXXX XXXX ). My insurance adjuster was told the payoff amount by the Loss Draft Dept at CM. She issued a check with both my name and CMs. I endorsed that check and sent it to CM to their loss draft dept in XXXX XXXX, NE. ( For exact address see attached mailer label. ) From the time the payoff check was written by my Insurance Co, signed by me and sent to the Loss Draft Dept, of CM, signed for by by a CM employee, 6 days had passed. The check arrived on XX/XX/XXXX.
On XX/XX/XXXX I began calling to check on the status. XXXX, in the Loss Draft dept, phone number XXXX XXXX XXXX, ext. XXXX did not answer and I left her my information, asking for a return call. A second call was placed on XX/XX/XXXX with the same answering machine as the first call.
I did not receive a call back from that " left message '' either. ( XXXX did tell me that she had called me twice and left messages. I never received either of those. ) On XX/XX/XXXX XXXX did answer. She was quite vague about the steps to " research '' my loan and said it appeared the " request to update had closed last night ''. I asked what would have to happen next and XXXX could not provide me with any answer as to how long this " Request to payoff '' would take to process. I pushed her for information and she finally passed me off to " XXXX '' in the Loss Draft dept. XXXX said it would take another 3-5 days to do the " pay off ''. " I first have to ask you if you want this check to be used to pay off this loan?, she asked me. " I'm sorry, but why else would my insurance company be sending you the amount you gave them as a " pay off '' amount ''. She replied, " Well it could be for repairs ''.
Obviously XXXX was not seeing my hand written note, that came with the check, stating that I wanted to use the check to pay off the mortgage. And, ( and this is why I'm writing you ) she informed me that " gosh, interest has continued to accumulate on your balance so you will have to send another check for this extra amount before we can close the loan out ''.
My question to you is this : At what point ; does CM stop adding interest? Seems to me that when they gave the final figure to my insurance company, that would have been the final amount. It feels like they are gouging or loan sharking. If they are allowed to do this, then when do they finally accept what is being sent to them. If I wire them the difference in what my insurance company ( as per CM ) calculations were, and their very slow time to process that check, then won't they want another check to " catch up '' from when they give me this amount they say is going to be owed. If they take another 10 days to process this " catch up '' check, am I going to be dogged forever, as time goes by between each check written and their bookkeeping dept at the Loss Draft section?
Is this gouging, is this loan sharking, is this Senior abuse. Any one of these is quite sleazy.
I would appreciate an interpretation from you. And, an action if this seems unethical, or illegal.
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05/23/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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On XX/XX/XXXX I locked in ( for 60 days ) an interest rate of XXXX percent for a home refinance loan with Mr. Cooper, working with XXXX XXXX, Mr. Cooper Mortgage Professional, XXXX. Please see attached documentation supporting this 60 day rate lock of 3.625 %.
XXXX XXXX XXXX explained to me that communciation about my loan would now be through XXXX XXXX, Loan Processor, XXXX, who was assigned to my loan. Loan XXXX was conditionally approved on XX/XX/XXXX.
I am going through a divorce and the plan was to refinance the house under my name only. Both XXXX XXXX and XXXX XXXX at Mr. Cooper were aware of this circumstance. I was told that there might be some extra paperwork for my husband to sign at close if the divorce was not final. My husband and I had a meeting with our divorce mediator on both XX/XX/XXXX and XX/XX/XXXX and the agents at Mr. Cooper were aware that I was awaiting these meetings to learn more about my financial situation. We were in communication over the phone and via email in regards to these meetings. The agreement was to that they would be contacted and updated after the meetings.
The attached emails show that XXXX XXXX, Agent XXXX # XXXX, began contacting me at the end of XXXX, threatening to cancel my loan if I did not respond to her, which I did, letting her know that another meeting with attorney was scheduled for XX/XX/XXXX. At this time, I was told that XXXX XXXX XXXX no longer worked for Mr. Cooper. On XX/XX/XXXX, XXXX XXXX sent me an email saying that if she did not hear from me by the end of business on XX/XX/XXXX, that my loan would be cancelled.
Please see the attached documents showing that I emailed XXXX XXXX at XXXX pm on XX/XX/XXXX letting her know that I would like to proceed with the loan. Additionally, please see attached screenshot of my outgoing phone call to XXXX XXXX at XXXX pm on Friday XX/XX/XXXX. I left a voicemail saying that I would like to proceed with the loan. However, XXXX XXXX ignored my email and voicemail expressing my desire to continue with my loan within the allotted time frame. She emailed me back at XXXX pm on Friday XX/XX/XXXX telling me that my loan had been cancelled.
XXXX XXXX had expressed concerns that their underwriting department needed at least a week to get everything together, and my rate lock was good until XX/XX/XXXX. I reached out to XXXX XXXX and XXXX XXXX of Mr. Cooper in regards to what I consider to be a breach of contract on their part. The agents at Mr. Cooper tried to say that I was not responsive to their communication, but I disagree and I believe that my supporting documents show that I was within the allotted timeline given to me by XXXX XXXX, however, she chose to ignore my communication.
Additionally, I received a notice on XX/XX/XXXX, through XXXX, saying that my application was denied because of an incomplete credit application. All documents requested were provided.
This 3.625 % interest rate would have saved me $ 200 monthly. I have been a public school educator for 20 years and now I am a single parent. XXXX XXXX dollars a month is extremely significant to me. I am shocked and disgusted with Mr. Cooper. I hope that this complaint will help to protect me as a consumer against a company that chose not honor their written communication and the rate lock agreement. There was no reason to cancel my loan.
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02/19/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Older American |
In XXXX of last year the cares act came into law. My mortgage company is Mr Cooper. When I went to make my Payment late, there was a notice on the screen advising that If had issues with paying loan or being late due to covid 19 they would waive all late fees under the new cares act. It also said I could also apply for a forbearance. I checked yes on the box, And I received a reply that said my request was taken and someone would contact me. That I would not be charged late fees. However, no one ever contacted me, and I read the law specifics on the care act.I wrote a complaint to them re stating I needed to be late and wanted to get on the cares act benefits. It said if I applied for a forbearance I could still pay my payments but did not have to. In the mean time I would not be charged late fees or had bad credit reports. Since that day, I have been charged {$120.00} in late fees .I refuse to pay them and they have been giving me bad credit ratings for being late, and refusing to pay them for over a year now. they claim my not paying he late fees makes my payments insufficient. I wrote them several times and told them where is the forbearance benefits and why are they charging me late fees. I told them I did not need a full forbearance due to covid, but I did need to be able to be late and not impacted with late fees or bad credit. They have been telling me for months they will fix it. Yesterday I spent 2 hrs talking again for the 4th time on the phone and no one did a thing. They told me I had to have a application on file. I told them it was because they never called back or processed one, it is not my fault. I also told them under the law at the time they did not even need a application to state the benefits for me ... I recently received information from the consumer protection bureau that says, the servicer DID not need to speak to me directly to activate the benefits of the forbearance. The bulletin XXXX guidelines to servicers dated that took force in XX/XX/2020 and was IN FORCE at the time I needed help and began being late, Section ( i ) states on it that ALL FEDERAL BACK loans servicers MUST proactively apply a forbearance even if there has been no communication with the borrower. My loan is federal backed loan ... .section ( ii ) states this include suppressing bad credit reports. My servicer has violated all of those guidelines to me. I believe they may be violating them to all loans. They never returned a single email. Every response says they sent my information to research and will get back to me. They never do. For months I have been trying to get them to STOP adding late fees and stop giving me bad credit for late payments.. There is a record of my asking for this and them not responding. They keep saying there is no application on file I keep telling them they didnt need one Under the law, and it is NOT my fault they never responded. Now I need your help. You need to investigate this loan servicer. I believe they are breaking the law with me, and I believe they may be doing it with many people. I have a copy PROVING i asked for this in XXXX of 2020 and they only response they ever gave was they removed only 1 late fee, they claim it was courtesy. Then basically they told me I must not be late. This is NOT what the federal guidelines for the cares act say they were suppose to do.
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08/30/2019 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
|
I have several complaints regarding the entire process of my Mortgage Transaction. I Closed on my mortgage on XX/XX/2018. The mortgage closing process was very confusing and the cost was inaccurate. I had explained to my agent and the Lender, XXXX XXXX XXXX, that I wanted to pull out from the process because of the cost and that I was afraid I would not be able to make good on the all payments. I was six months XXXX at the time of the mortgage process and I informed the lender that, although I am working now I may be out on maternity leave and that I may not be able to go forward with the process and payment amount because income could possibly change. Also, the amount of fees being charged were extremely higher than what they originally led on at the overall cost of the loan. I wanted a lower costing home and I made the attempt to pull out of the process and go with another lender under different terms ( as I was never given XXXX options to choose my own lender ) I was told by my sales agent and the loan officer that the deal I was given was the best option for me ; that they were not making any money off of my loan but they in fact went an extra mile to get me approved. This is why I informed them that a home for a lower price would help the cost go down and that I wouldn't have to come out of my pocket as much ( in addition to being offered a grant to take out a loan with them to only tell me the first time home buyer grant was no longer an option ) The Lender also told told me I should be using there title company as the breakdown of the fees and cost were the lowest. The used the fact that my contract was had verbiage that I had to close within a certain amount of time or else I would lose my escrow deposit.
I ended up defaulting on my mortgage just five months after I had closed due to changes in income, then led to no income and me being terminated from my position while on a medical leave of absence. I am a victim of predatory lending because the lender knew I was not able to truly qualify for my home. I felt forced into a mortgage which and taken advantage of during a vulnerable state due to complication during my XXXX and having to move from a desperate situation I was faced with.
In addition, I am now in the process of a loan modification with Mr. Cooper, my loan servicer. I have complied with every request for all documentation that was required, but they have continued to allow proceedings with a sheriff sale date. When I contacted Mr. Cooper and their attorney 's office, to inform them of the notice from the sheriff 's office on my door, they told me that it was on hold and that the sheriff 's office probably didn't receive their notification that this should not proceed. I waited approximately five days to give it a little time before speaking with the county sheriff 's office regarding the sale date and I was told that no one had provided them with any request to adjournment or stop of the sale. I am now being giving mixed information and direction. It is to my understanding that during the process of a Loan Modification any foreclosure dates are supposed to be stopped.
I feel as though I have been forced into loan I was never able to afford and now that I am unable to resolve the missed payments, I am not being provided with a fair chance to resolve the matter. Please assist.
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01/31/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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During Covid I had to reduce costs and spoke with my mortgage servicer ( Mr. Cooper ) about the forebearance option. I was told and confirmed and reconfirmed on multiple occasions that the payments would be applied to the end of the loan and balances and payments with resume to pre-foreberance levels. I was assured that the payments that would move to the end of the loan would and not accrue additional interest during the delay. I was told that the Cares act paid service prodivers to cover the interest. I signed up.
17 months later I ended the foreberance last fall and have since made 4 payments. I just recently looked and noticed that now my payments interest is higher than the principal, which was not the case when the foreberance started. Also I noticed that I owe more than {$25000.00} more as wel ; my balance went fro m {$340000.00} pre foreberance to more than {$360000.00} and I have made multiple payments with about {$6000.00} paid toward pricinpal.
So my balance went up almost 7.4 % and I will be paying much more interested over the next years. That is not what I was told. i was told the ermergency stimulus would pay the interest on the payments during foreberance, my balance would not go up and my total interest on the life of the loan would not change. That was a huge lie and I want answers and how to join a class action against the mortrgage service providers to erase this new debt. Finally the mortgage company has told me to just get a modification with the new company that they made over {$26000.00} on and the new company will make at least an additional {$30000.00} on the interest. This is wrong. I want my phone calls realeased from the company to prove they provided disinformation and I want it my loan corrected. But Mr. Cooper just sold it and I received a letter two days ago so they transferred it after i recived the letter.
They have not been helpful and diffifult ot reach someone who could explain what went wrong. I did speak with someon in the mitigation department who explained everything, which was the first time I got the real naswers and I was screwed and given disinformation, lies and Mr. cooper and the new servicer will benefit handsomely from increased interest due to the increased balance ( cant get a straight answer on that still ), plus sold it to another servicer at a larger priofit than if I did not have the foreberance. Im sure these scam artists are making billions off of consumers and the funds they receive from the federal stimilus on top.
Many have to goto jail. Have we really become that corrupt? Mr. Cooper makes money from the stimuuls to cover the forebearance and gets to charge me as well, and they sold off the loan ant a nice profit. US is really corrupt more than ever, I want justice.
Well I was just informed that my loan was transferred to another loan servicer ( XXXX XXXX they havnet a clue of what Mr. Cooper did.
Please help with what rights I have and what action i can take due to Mr , Coopers disinforamtion campaign. I want to know if there is a pending class action lawsuti against Mr. Cooper as well as receive my phone conversations.
One other note. The website has consistently shown false information on blalaces and payments which never made sense ( like after making payment my pricinipal balalce may go up ).
Thanks and best regards XXXX
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02/11/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Copied and pasted from my original complaint filed with the XXXX Back in XX/XX/XXXX I declined the trial loan modification and made a lump payment to bring myself current. I was assured at the time that I was paying the correct amount after a recorded conversation where the agent went over all payments I had made that remained unapplied and subtracting it from the amount that was showing on my statement at the time. When my next statement showed a balance of XXXX months still due, I called and had another XXXX minute conversation, also recorded and was assured, once again, that I was current and the balance showing was an error. I took XXXX from Texas at her word and continued to make monthly payments but didn't look at any of the statements till XXXX. In XXXX I was notified that I had been approved for a XXXX I had started applying for back in summer of XXXX. The money came from the CARES act through the XXXX XXXX XXXX XXXX and was submitted electronically on XX/XX/XXXX in an amount equal to 3 months of payments,. Around the beginning of XXXX, I started calling mr. Cooper to find out where those payments were and when they would be credited to my account. Over a XXXX week timeframe I spoke to several agents and each told me the funds had not been received yet. All conversations were recorded, including the one with loss mitigation XXXX, XXXX XXXX who assured me that hew was researching it. I provided the XXXX ID #. It was several days later after being ignored by XXXX XXXX when I hooked up with XXXX XXXX who " escalated '' my complaint. 3 days later XXXX notified me that the funds had been located. They were in a lump sum with XXXX monies for several other PA residents but she could not provide a reasonable explanation as to why the person who was responsible for handling them hadn't been able to figure out who they were supposed to go to with XXXX XXXX having passed since they were received. Also, at this time, I discovered that my lump sum payment on XX/XX/XXXX still had not been properly credited and I still had a back balance of 2 months. Non of the other agents could explain and despite their assurances to research it, no one did a thing. XXXX XXXX " discovered '' the mistake and did the correction. Now, in reviewing my new transaction history I show several payments credited and reversed. It looks as if my payments in XX/XX/XXXX, XX/XX/XXXX and now XX/XX/XXXX were reversed and were not re applied, I won't be sure till I see the next statement, but it seems as if I will still carry a balance. I have requested a formal written assurance that I am credited for all months of XXXX through XXXX with no payment due till XX/XX/XXXX. XXXX XXXX was not able to provide an explanation as to why none of the other agents who assured me I had no balance all summer did not take the proper steps to make the correctios. Nor could she provide me with an explanation as to why the XXXX funds sat unapplied for more than 34 days. or why no one even acknowledged their receipt in the XXXX XXXXXXXX and multiple phone calls I made to inquire about it. I even got a letter from the " research '' team stating that they had found no errors.
Update by XXXX & XXXX XX/XX/XXXX XXXX XXXX XXXX I made an error in my complaint. XXXX funds were submitted not on XX/XX/XXXX. They were, in fact, submitted on XX/XX/XXXX XXXX
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06/07/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Incorrect information on your report
- Account information incorrect
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Web |
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To Whom This May Concern : Hello, and we hope this finds you well during this time. The reason for this letter is to share an experience that my husband and I recently endured with Mr. Cooper/Nationstar Mortgage, and to ask for help with a resolution with the same. We find the situation to be very anti-consumer, especially for such a known presence in the mortgage marketplace ; we were not communicated with about the issue, and would have resolved it immediately had we known.
Last month, we made a decision to create an online portal so our mortgage information was more easily accessible. We had been quarantined for 52 days, beginning in early XXXX, 6 hours from our home, for the safety of our family ( one of us has a chronic XXXX ) and were not receiving bills in the mail. We continued to make timely payments on our accounts. To help with fluid communication concerning our account, a portal was created for our Mr. Cooper/Nationstar Mortgage account ; we were surprised to see that there was a request for additional funds for over XXXX.
As you can imagine, this sparked concern, and upon doing research, we found that the XXXX payment for our mortgage was not received. In fact, we did not know that this payment was not received, and had been making payments on our account each month based on required payment amounts.
Had we known of the issue, we would have made arrangements earlier than XXXX to resolve the situation. Had we realized, had we been told and communicated with from Mr. Cooper/Nationstar Mortgage that we had missed a payment in XXXX of XXXX, then we surely would have taken care of the issue in a very timely manner ; immediately, in fact. However it was our discovery after opening the portal in XXXX, that we realized the situation at hand.
When I made a call to Customer Service this week, they insisted that phone calls were made, but I have no record of that occurring, and do not believe that that can be a substantial communication effort on behalf of Mr. Cooper for such a large issue. Is that considered a lawful and successful mode of communication?
This is very anti-consumer, and we wish that we would have been communicated with effectively. As my husband and I are looking to purchase a new home for our growing family ( we have XXXX children, including a graduating senior, and a toddler ) ; because of this situation, our credit is not reflecting what it should. In fact, our credit is reflected by Mr. Cooper as such that we had late payments for both XXXX and XXXX of XXXX ; this was not the case.
We need the credit report to reflect the truth ; timely payments were made each month of XXXX. The month of XXXX was the month the payment was not received, and as soon as that was known, that was resolved. We need documentation showing all of the above, and then we can move forward, which is something our family needs in a very sincere way.
During such times as these, we ask for help in this situation, and know that we are viable, educated and care very much about our community. We would like to have the situation resolved as described above, and that a review of the communicative process with consumers, during pandemics and outside of them, be reviewed per situations as pertinent as these.
Thank you for your time and attention, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
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04/27/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
We like many others were in a forbearance plan, as our family was impacted by the Covid-19 pandemic. As the close of that forbearance neared, we completed all necessary steps in order to enter into a repayment plan. We specifically asked for the VA refund modification option. We were instead provided a lender specific option. We reached out to the lender ( Mr. Cooper ), and explained that we requested the VA refund modification option, but were told that no such option existed. After numerous requests for escalation, and us providing the written documentation of the VA 's refund modification option, we were told that an escalation team member would reach out to the VA to request the option on our behalf. That person provided their contact information and assured us that they would be in touch. We never heard from that person again, despite monthly attempts via email and phone. A month later, we received a new offer, that was of course not the VA refund modification request we had made. We continued to reach out bi-weekly and received no updates. Finally, in XXXX of 2022 I reached out to Mr. Cooper and was able to speak with someone in what appears to be a different department. I advised them that I would need to sell my house before anything negative would be reported, as the repayment tool I had requested was never investigated or offered. That person apologized for the confusion, and assured me that selling my home was not necessary. She advised that she would submit for the correct tool, the VA refund modification, and that I would receive information over the next few weeks regarding that. She advised that no late payments or arrears would be reported during this process. On XX/XX/2022 I received notification that Mr. Cooper was reporting all late payments and total arrears amount. This despite not having received any information regarding the request submitted on our behalf in XXXX of 2022. I contacted Mr. Cooper, and was advised that no reporting should have been made, and that I would need to reach out to the research department at Mr. Cooper, and dispute with them and each credit reporting agency independently. I provided all required information to Mr. Cooper, and the 3 credit reporting agencies, and during a follow up call with Mr. Cooper, I was assured that it would be resolved. Today ( XX/XX/2022 ) I received a notification that Mr. Cooper had verified the accuracy of the reporting and the late payment reports would remain. We are currently working on providing Mr. Cooper with our financial information per their request, however they have not been transparent or honest in during this process, and I am now harmed in the sense that I would be unable to purchase a new home with a different lender, despite having adhered to every step and request set forth by Mr. Cooper. It feels rather convenient that I would be advised not to sell my home, at a time when I could have with no damage to my credit report, and then a short time later I am put into a position where even if I sell my home in an attempt to maintain financial stability and meet my obligations, I would be unable to purchase a new home. Please investigate thoroughly, as this appears to be a methodical and purposeful approach by Mr. Cooper ( Nationstar Mortgage ), than a number of unrelated but unfortunate misunderstandings.
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02/03/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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Mr. Cooper - Due to XXXX affecting my mother and caring for her, I was off work and then returned to reduced hours. I was under the CARES Act Forbearance and on XXXX, XXXX, I applied for a loan Modification, I was told by the rep that the modification should be completed and 1st payment would be probably by XX/XX/XXXX. End of XXXX I got notice that the modification was denied and that I needed to pay back the full past due. When I explained I did not have that type of money, I asked for a 6 month repayment plan and there only response was no, I needed to pay {$13000.00}, then I could get on a repayment plan. They then continue to say I could sell my home, Deed in Lieu or short sale. They misled me to believe I would start making my payments fresh by XXXX, XXXX. On XX/XX/XXXX I added my brother as authorized to speak on my behalf in writing because he is a supervisor for a servicing company and told me they are not trying to help me. My brother called XX/XX/XXXX and they told him the same thing, My brother then told the rep that a certified payment would be sent for {$3300.00}, asked for wiring instructions, XXXX XXXX XXXX XXXX XXXX. The rep provided this information. My brother then told the representative that the {$3300.00} will be sent by XX/XX/XXXX and that with my tax refund in XXXX, we should be able to complete most of the past due. The rep said no problem he would notate the account. I gave my brother the money to send for me. He went to money gram to send the {$3300.00} and was told by the money gram rep it was being rejected, went to another location and the same. Went to a XXXX XXXX location and was told the payment would not process and was given a # to call Mr Cooper. My brother called in XX/XX/XXXX and the office was closed, called again XX/XX/XXXX and spoke with a different rep who said, no the minimum they can accept is {$13000.00}. I immediately asked for a Manager because as a financial institution they can not be rejecting certified funds if someone is trying to pay. I was then put on hold for over an hour. Then an escalation specialist came on the phone, confirmed it was not a manager even though I asked for one and the other rep just reiterated the same thing, again my brother asked for a manager, but continued to be put on hold. It was not until my brother told the escalation specialist that if he does not talk to a manager or someone willing to help, he would start notifying the CFPB and XXXX XXXX XXXX of their unlawful business practices. He was then put on hold for another 30 min. The escalation Specialist told my brother that she spoke with a Manager and said she assured him the Manager would call him back the next day by XX/XX/XXXX. No call was ever received, My brother waited for another day until XX/XX/XXXX to give the benefit of the doubt since the XXXX of the month is a high call volume day, never received a call. Now today XXXX with his help I am posting this. I need the CFPB to help me with this complaint. I need someone in upper management who has authority to call my brother so I can get this rectified. My brother does not want any call from any escalation specialist, he needs a call from a manager or executive. I feel like because I have over $ 300k in equity, they are forcing me to sell my home. I am a single mother and have lived here for 20+ years.
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11/09/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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We have been trying to remodify our home mortgage with Mr. Cooper since XXXX due to unforeseen hardships caused by XXXX.
XXXX, XXXX - We were approved for a trial period modification, in which we upheld our end, and made all three payments in full, and on time. As a result, XXXX approved the loan modification.
XXXX, XXXX - The paperwork that we needed to send back to the company, did not get signed and returned on time ( that was a mail issue ), so Mr.Cooper sent us a statement showing that we owed approximately {$6000.00} for our missed mortgage payments and late fees.
XXXX, XXXX - When I called to figure out why the loan modification was no longer in effect, the representative told me that if we made the three payments that were late, by XX/XX/XXXX, that they would open back up the modification ; his manager confirmed and reassured us that it would be reinstated as well. I had asked during this call, why they did not want any payments that day, and the representative said that his manager told them it was cleaner if they received all payments at one time.
XXXX - XXXX, XXXX - we continued to receive statement notifications, collection type calls, and threat letters regarding foreclosure, so I would call Mr. Cooper to verify that we were still on the track to pay 3 payments by XX/XX/XXXX. I was reassured that I was correct, and the modification would be reinstated once the payments were received.
XX/XX/XXXX - I called in our payment of approximately {$5900.00}, and was told that within 7-10 days, the payment portal would open back up online, and I could go in and make our payment for XXXX.
I continued to check the online account to make payments, but it never opened.
XX/XX/XXXX, I called to see why our payment portal is still not open, the representative on the phone at that time told me that I was given inaccurate information, and there is no loan modification, and that our mortgage account is extremely past due. I explained to her all the steps we were told to take, and that we followed their direction, and she said yes, but your account is not in modification. She then spoke with her manager, and they said they would be working on our account to get it back into modification.
XX/XX/XXXX - I called again to try and figure out the modification, and at this point, the representative that I got on the phone, said that her and her manager put us in for C-mod, meaning that our loan was put back in to modification status. She said to check back in 7-10 days and the online payment portal would be open, and we could start making payments.
XXXX, XXXX - The payment portal was still not open, I called again, this representative said that our modification was denied, and no longer available for any discussion, that our mortgage was now past due, at this point about {$15000.00}. She said that she was going to reprocess/resubmit our modification documents to restart the process.
XXXX, XXXX - we received a letter denying the loan modification, because we had failed to comply with the terms in our original agreement.
We have 30 days to submit an appeal, but the way this company has been so inconsistent with their information, I hesitate to deal with them any longer, due to the fact that one representative to the next is giving out different, and obviously inaccurate information.
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04/24/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Incorrect information on your report
- Information is missing that should be on the report
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Web |
Older American |
In XX/XX/XXXX My husband and I bought a home in XXXX Missouri.
Due to husband having better credit was the only person on the note.
Deed of Trust and all other Docs 16 pages Property Joint Borrowers XXXX Husband learns he is XXXX ill.
XXXX Husband notifies XXXX XXXX XXXX the need to modify loan to affect a lower inerest rate XXXX XXXX notifies my husband that he had too much income to qualify for the Program XXXX XXXX sells Loan to Nationstar Mortgage XXXX Husband gives sole ownership of Family home through a Probate Transfer make wife XXXX. Filed at the XXXX County Courthouse XX/XX/XXXX XX/XX/XXXX Husband passes away from XXXX XXXX Nationstar takes over loan Widow gets slightly behind due to making funeral arrangements husband did not make that months payment unbeknownst to Widow.
XXXX Widow submits all documents to establish her as Co-Borrower.Executor of her husbands Estate Request assumption.modification REQUEST DENIED XXXX have Mortgage Payments current apply for assumtion/modification to lower interest rate to make pmt more affordable REQUEST DENIED XXXX payments Current Apply to Assume/Modify Loan Denied stating my name was not on the loan.
XXXX Nationstar DENIES Loan Assumption Application Stating that the loan did NOT ORIGINATE BEFORE XXXX therefore ineligible to Assume or Refinance.
XXXX More requests to refinance and to put my name on the loan and allow me the widow the benefits of an ONTIME Mortgage Reports to Credit Bureaus.
XXXX Nationstar due to corrupt practices reorganizes itself as MR. COOPER.
XXXX aPPLY for assumption/REfinance at XXXX credit Union DENIED due to low credit score.
XXXX Realize that MR COOPER was not any more consumer friendlier then Nationstar, NEW NAME SAME abuse of this widow.
Basically i have been denied any right to access any of the equity in my home. I have and continue to pay Mortgage Payments, Taxes, Homeowners Insurance, Plus make significant property improvements with out the other benefits my husband would have enjoyed had he lived.
Most recent Denial to Assume DATED XX/XX/XXXX recieved in todays mail.
I remain stuck in this box having to think every single day about my husbands death with no hope to move on.
my rights are being violated not being an attorney i dont know which specfic to my rights as a successor.
Catch 22 My score is low because of lates or dischrges after my husbands passing.
The unreporting of Mortgage Payments made ontime keep my score low while giving the Mortgage Company their reason for DENIAL visious cycle. I am so so very much ticked off and frustrated. Ones house is their biggest investment and i should be able to tap into the benefits of a lower inerest rate which remains at 6.87 % to this date.
I firmly believe i am being discriminated against as a woman. And a target for not getting the relief i seek as i may be considered a good future foreclosure opportunity. It seems to me that by accepting my payments etc. That i have in Fact already assumed this loan.
My last assumption attempt was made on XX/XX/XXXX XXXX on XX/XX/XXXX or XXXX I called to check the status of my app i was told that since my payment had not been made/posted i was ineligible to assume. My Mortgage is paid every month when i get my social security check. Mr , Cooper had no reason to assume the XXXX Pmt would be any different.
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09/14/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Edit this section What happened?
XXXX sold my loan. First I have to pay them to make a payment according their documents I didn't agree with each time I pay {$15.00} or {$16.00} and when I'm paid ( funds that were used to verify loan ). Then second, the loan was recorded by this company who removed my name ( Only left in my husbands name ). They said it's still there, did you sign a quit claim deed? No I'm a XXXX XXXX XXXX, next I'm filing law suit for return of the entire mortgage due to constant harassment. This has never been so ridiculous that this company is left to falter. Their reviews are 1 star for XXXX sakes not just one why are you not shutting this dead beat company down. Now they are getting agents to send unsuspecting clients there. NEVER will I ever mention them other than stay away. This should be done or why are we paying an agency to protect us? I'm writing President Trump about this. I'm not expecting miracles, but this has happened now twice. They also lost a payment when I made it then reported and damaged my credit. I had in the account they drew from {$15000.00}. They never recorded the payment the person ( older lady in their account office ), gave me a fake number for tracing the payment 1 digit shy. I asked for a new number and she won't provide it. Then the website was flashing and acting as though it wasn't working correctly stating " DO YOU NEED COVID HELP ''? Third, They removed my name and left my husbands on it. No resolution.
I want the CFPB to publish this description on consumerfinance.gov so that others can learn from my experience.
The CFPB will take steps to remove my personal information from this description but someone may still be able to identify me. Learn how it works. I consent to publishing this description after the CFPB has taken these steps.
Edit this section What would be a fair resolution to this issue?
Add my name to the county and township record as originally recorded. Fix and repair my credit it was XXXX prior to moving to Mr. Cooper. Its only them damaging my credit. Thirdly remove charges to make a payment. I walked to my bank previously and this company of all they could have chosen is a nightmare. My balance is XXXX my home is. They never returned my XXXX which went over to XXXX XXXX never came back to my bank account. RETURN MY MONEY. The legal advisors will be notified after this one.
Step 4 Edit this section What company is this complaint about?
COMPANY INFORMATION XXXX/ Owner ( XXXX ) In good standing for 6 years ACCOUNT NUMBER XXXX OTHER INFORMATION ABOUT THIS COMPANY Nationstar ( Mr Cooper XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Texas XXXX XXXX XXXX Spoke to XXXX first who said went to check on something with a superior and hung up. Verified me and hung up. Then no one called back to verify that my name is on the deed. They recorded the loan wrong and took me off the property. I'm wanting it fixed immediately. I also want the money back from before. This company should not ever be handling property. They need to be shut down immediately or someone will unnecessarily loose their hard work and home. They are just here to get money and go. There is no due diligence or care. They keep reminding me they aren't a lender that they are a servicer. Well maybe with all the new TRID someone should actually use it.
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12/10/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Servicemember |
XX/XX/20XXXX XXXX XXXX Foreclosure Sale XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX CA XXXX XXXX XXXX ext XXXX Mr Cooper Account Number # XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX TX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX TX XXXX XXXX XXXX Please stop the sale of our home. Request attached to this email. Please help, the auction sale is scheduled for XX/XX/XXXXXX/XX/XXXX2021.
I am at a critical point of our home ownership. I have in good faith tried to negotiate a modification for the life of my loan that is fair to the investors, servicer, and my family. I do understand that the bank does not have to offer or even extend any modification terms. I am not looking for handouts and we are fully aware of the moral hazard implications do not want to contribute to it.
I have utilized both chapter XXXX and chapter XXXX bankruptcy filings to place my family in a financial position to afford the mortgage, and to avoid foreclosure I have reduced and cut expenses in every way possible. I have utilized every legal remedy to save our home.
We have been told, by HUD agencies and credit counselors, that our front and rear end ratios regarding our income is sufficient to receive an affordable modification, however, the investor group has rejected every viable option to receive a life of the loan, an affordable mortgage solution to date.
OnXX/XX/XXXXXX/XX/2021, if no resolution is in place by that time, our home will be sold. I have exhausted efforts to achieve an affordable mortgage, because the investors, to date, have denied any affordable mortgage for the life of the loan, because they have only extended payment plans that have been temporary and offered no long term solution.
If given the chance for a fair solution, we will be able to sustain mortgage payments for the life of the loan. I am now at the mercy of the servicer, the investors, and any efforts that can be extended at this point. I pray that the investor team will have compassion and really work to help us maintain our home with a proprietary mortgage modification solution that is long term, affordable for all the stakeholders to include the investor and servicer. Please help, as this will be my last opportunity to maintain our home.
Although I have never received a sustainable modification to date, I am hoping a final effort can be made for a modification on behalf of my family and our family of XXXX is not displaced.
Our primary goal is, and has always been, to maintain our home and not displace our family. I realize this is an uphill battle, but I will not be able to be at peace if I do not try to use every possible option until the options have been exhausted for a modification that is for the life of the loan.
This issue has created tremendous anxiety and uncertainty, and I have the tremendous weight of this burden to ensure the stability of my family. I feel things are starting to cave in around me now and to have my family displaced during a pandemic is adding more to the fear.
If you can make a final attempt for a modification on my behalf, I would like to pursue the optionit is at least worth the effort.
Please help.
Sincerely, XXXX XXXXXX/XX/XXXXXXXX XXXX XXXX XXXX CA XXXX ( XXXX ) XXXX XXXX XXXX
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12/03/2021 |
Yes |
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- Struggling to pay mortgage
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Web |
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In XXXX of 2018 my wife and I closed with a morgage from Nationstar and agreed to terms of morgage. Our first payment wasnt until a month or two out and we paid early so that we would be onto a good start. I remember my wife calling because pay day was a few days off and told that would be ok. We got a letter saying MR. Cooper would take over and to wait until we spoke to them to get it set up. From the beginning we were already in more debt than it should be because of the orininal month deferment that was agreed on was added to our bill. Also no money we had paid got transfered to Mr. Cooper so when we got our first bill it was 3 times our monthy morgage plus fees. I tried to get things strengtened out but Mr. Cooper did not honor our XXXX bi weekly agreement and said we have to pay in full every month. Also they were already making threats about non payment and default for a company I did not sign our contract with. They would send letter saying nice little things like Cooper is here for you or to help! I spent many of hours and waiting for call backs and being tossed around and lied to saying that someone who can figure it out would call. Finally I got the bank and a lady who did verify that some went thru but never got payments or was given the deferment so we didnt have to rush to pay until XXXX was over to help our family. I contacted HUD because our pay agreement and was told they could get councelors to helo sort thru the mess so we wouldnt get forclosed on due to matters out of our control. We were told by mr cooper to not pay on our loans because they wouldnt take it due to waiting on their investigation. Months out we got the same news and HUD said to appeal while we went through the same run around and being passive agressive with what I already sent to HUD and proof to help get our appeal thru. With my wife and our new born child and then health issues caused me to take FMLA leave from my job caused me getting fired and not getting any help with our situation. Dates to go to court came but I was told my news from the appeal and HuD will be in and I would be able to have some proof before they forclosed. Nothing came in and weather pushed court dates out, i missed mine and never had the hud paper work at least to prove. I did go up and want to contest the sale but it was to late and we were rushed out before i found out we had an extention to stay at our home by the new buyer who said he would give keys for cash, and considering we were homeless rushed to do right and never saw a penny. Not even finalized people pushed us out and to top it off Covid was spreading and we couldnt get anyone to help like unemployment, hud, or any other right i had violated like FMLA beacuse everything is shut down. We are just now receiving notices from the XXXX XXXX for classes we did to help with our down payment because my wife amd I cosigned but she is the tribal member. Im now trying to get my permenant XXXX and done everything to keep my wife and XXXX kids together and healthy. Im hoping at least to salvage some of our credit due to this. Financially I have been ruined and when someone does right, unfortunate events happen so many times that when I for once in my life multiple organizations to step in and do justice, we just were tossed to the wolves and into a pandemic.
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09/17/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
Servicemember |
I refinanced a mortgage ( Loan number XXXX ) from Nationstar Mortgage, DBA Mr. Cooper to XXXX XXXX XXXX XXXX. On XXXX XXXX, I received a check from Mr. Cooper in the amount of {$3800.00} without any attached document to explain what it was for. I assumed it was for an over payment on the payoff when the loan closed.
On XX/XX/2020, Mr. Cooper demanded a payoff amount of {$440000.00} ( copy attached ) from the XXXX XXXX XXXX despite my continuous mortgage payments for XXXX and XXXX. The payoff breakdown includes interest from XX/XX/2020 to XXXX.with a daily interest of {$50.00}. I have refinance other mortgages in the past but I noticed that their included some junk fees which I questioned but I was told those are standard fees. They even have an expedited fee although the Title Company did not received their fax until XX/XX/XXXX when we had a 3-way phone conversation.
On XX/XX/XXXX, after receiving the refund check, I started to inquire about getting a statement of the breakdown for the payment to find out how they came up with the amount of refund. I contacted XXXX XXXX of Mr. Cooper and she said that there is nothing she could provide other than the transaction history which only shows the actual amount of payoff and the refund due to me. I have been asking to show how the payoff amount of {$440000.00} disbursed by XXXX XXXX XXXX XXXX was applied and all the itemized deductions from it. She denied to provide it. She got her supervisor/manager ( Mr. XXXX XXXX ) involved but instead Mr. XXXX gave me a runaround. He asked me to contact the bank who refinanced it or the Title Company. .According to him there was nothing he could provide other than the transaction history given by Ms. XXXX . I then contacted the bank and was informed they sent the payoff amount as requested by Mr. XXXX.and that any adjustments should be handled by Mr. Cooper Mr. XXXX was so difficult to contact by phone that I ended up calling his manager Mr. XXXX XXXX although he did not return my call. Mr. XXXX and I played phone tags a couple of times, so I requested him to send me an e-mail if he's got anything to tell me. He still didn't honor my request until I finally was able to talk to him on XX/XX/2020. He then refer me to an escalation agent by the name of XXXX XXXX who provided me with an updated transaction history which show all the fees that were taken and the payoff interest. I mentioned to her that the payoff interest do not seem right because I made payments for XXXX and XXXX and that payoff interest should only be calculated from XX/XX/XXXX to XX/XX/XXXX. My loan closed on XX/XX/2020. Transaction history showed my XXXX payment ( with principal and interest ) was applied on XX/XX/XXXX. XXXX XXXX XXXX insisted that all the figures in the transaction history I received on XX/XX/2020 are correct. It seemed to me that the payoff interest was calculated for the whole month. I believe that Mr. Cooper was trying to defraud me. They even added some additional fees aside from the payoff request fees on their revised transaction history to tally their calculations for my amount of refund.or reimbursement.
Attached, please find documents to support my claim or complaints. Please call me at XXXX XXXX XXXX XXXX if you have any questions or need any additional information. Thank you very much.
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03/23/2023 |
Yes |
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- Trouble during payment process
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Web |
Older American |
I XXXX XXXX submit this complaint against Mr. Cooper concerning my alleged missing Mortgage Payments as of XX/XX/XXXX. I have unsuccessfully tried to clear up the misunderstanding concerning my alleged missed mortgage payments for the months of XXXX, XXXX, XXXX, and XXXX, or XXXX, XXXX, XXXX, and XXXX payments. According to correspondence dated XX/XX/XXXX, I XXXX XXXX allegedly in default for {$3900.00}. According to the statement that was addressed to the Consumer Financial Protection Bureau on XX/XX/XXXX and XX/XX/XXXX case XXXX. XXXX & XXXX. I believe that Mr. Cooper is intentionally forcing me into foreclosure and due to this I am totally emotionally and financially harmed by their deceptive and intentional practices. Over the past 4 months, I have submitted my monthly payments of {$1800.00}, a total of XXXX whereas my payments are {$1800.00} leaving {$20.00} credit in my account. As of XX/XX/XXXX upon contacting Mr. Cooper, I was informed by the representative that a manager would be contacting me after she returns from her lunch after waiting several hours I called and was given a different story. The representative claims that a manager would contact me within 24-48 hours the same lie I was told a week prior to that whereas I never received any callbacks. I am stating I was wrongfully denied speaking to a Manage. As of XX/XX/XXXX, I was informed that I was in default for {$3200.00} and they never received my XXXX or XXXX payment. The question is how do you calculate XXXX into two missed payments? When the answer would be {$3600.00}. First Mr. Cooper claimed I was current and they were waiting on my XX/XX/XXXX payment which I certified mailed on XX/XX/XXXX. Hoping to get a complete understanding of my unapplied funds.
Mortgagor payments by money order beyond a reasonable doubt shows as follows : XX/XX/XXXX by PL $ payable through XXXX XXXX XXXX XXXX Check No. XXXX amounts to {$1800.00}.
XX/XX/XXXX by PL $ Check No. XXXX amount {$920.00} XX/XX/XXXX by PL $ Check No. XXXX amount {$920.00} XX/XX/XXXX by PL $ Check No. XXXX amount {$1800.00} This gives a total of {$5500.00} This does not include the XX/XX/XXXX payment. ( this breakdown does not include the XXXX payment ) Mr. Cooper which months are you classifying as missed payments as of XX/XX/XXXX, you can not declare XXXX payment as a missed payment lets not be confused this is known as PLAUSIBLE DENIABILITY.
Mortgagor Payment History dated XX/XX/XXXX ranging from XXXX.
Beginning when payment was posted on XX/XX/XXXX for XX/XX/XXXX line XXXX which clearly states a partial payment XXXX unapplied Principal Balance {$190000.00}. Escrow {$250.00}.
Line XXXX : XX/XX/XXXX next due date XX/XX/XXXX suspense adjustment - XXXX unapplied funds- {$1200.00} Line XXXX : XX/XX/XXXX Next due date XX/XX/XXXX XXXX principal XXXX interest XXXX escrow XXXX Principal Balance {$190000.00} escrow balance XXXX. How did the principal balance? Increased by {$370.00}?
Line XXXX : XX/XX/XXXX next due date XXXX payment XXXX unapplied funds XXXX.
Does history show that the alleged XX/XX/XXXX payment wasnt applied to the XX/XX/XXXX payment?? Line XXXX shows the payment {$2100.00} was applied to the loan, which increased the Principal Balance by {$370.00}. How was this calculated? What system was used to calculate these figures?
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08/18/2020 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
Multiple issues in accounting and records keeping the mortgage provider continue to address all issues as one issue. But if pinpointed attention is paid to the documents that the provider has provided to CFPB you will see the inaccuracies.
XXXX XXXX XXXX is quoted as writing : " Our records also indicate in XX/XX/XXXX and XX/XX/XXXX, you did not make a payment. On XX/XX/XXXX, a payment of {$1400.00} was received that was less than the amount needed to post a post-petition payment. '' A review of his reply document shows Transactions # XXXX, # XXXX ( above quoted {$1400.00} amount ), # XXXX, # XXXX, and # XXXX. All transactions occurred from XX/XX/XXXX thru XX/XX/XXXX totaled {$5800.00} not just the {$1400.00}. Please review the documents you provided to CFPB. this is an example of the errors in accounting I have been attempting to address since XX/XX/XXXX.
Please provide CFPB the monthly mortgage statements for the period of XX/XX/XXXX and XX/XX/XXXX. If both mortgage statements are reviewed in the attached document provider from Mr. Cooper via my bankruptcy attorney. You will both statements only required payments of {$130.00} for XX/XX/XXXX and {$130.00} for XX/XX/XXXX. Both statements reflected less than a monthly mortgage because each statement reflects additional fees in the suspense that was to be released.
A review of his replied document shows Transactions # XXXX ( paid {$130.00} ) but indicated XX/XX/XXXX was not paid. Adding this payment with what was in suspense would not have made this mortgage payment complete?
XXXX XXXX XXXX is quoted additionally in writing : " Our records indicate on XX/XX/XXXX, we received a payment for {$800.00} instead of the normal monthly amount ; however, a payment was applied due to partial payment made on XX/XX/XXXX. '' A review of the attached mortgage statement for XX/XX/XXXX and notes/audio recording with Mr. Cooper of XX/XX/XXXX around XXXX pm ( MT ). Please listen to Representative acknowledge funds in suspense. This suspense funds with the above-quoted {$800.00} would have made the monthly mortgage complete. There was no need to attempt to place this {$800.00} towards payment of XX/XX/XXXX. Recording and attached mortgage statement of XX/XX/XXXX both show the suspense funds. Further, the phone recording confines the suspense funds, so why would Mr. Cooper apply mortgage payment inaccurately?
Please review the attached document relating to Chapter XXXX confirmation. Mr. Cooper requested changes to the original repayment just prior to the first confirmation date. This caused a delay and amending to the prior tentative repayment plan. See attached order of XX/XX/XXXX, signed by XXXX XXXX of the U.S. Bankruptcy Court, District of XXXX that denied/vacated both confirmations prior to that hearing. So the original repayment plan submission of XX/XX/XXXX, to which the XX/XX/XXXX payment you had received stopped. Further, these payments should have been moved to post-petition mortgage payments after the court approved confirmation in XX/XX/XXXX.
A huge question about the Proof of Claim ( POC ). Your reply states that the amount was {$13000.00}. But are you aware that the trustee has paid Mr. Cooper {$15000.00} ( as of XX/XX/XXXX )? Are you stating that your attorney filed an inaccuracy with the courts and Trustee?
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11/28/2023 |
Yes |
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- Struggling to pay mortgage
- Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
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Web |
Servicemember |
I went into forbearance on my VA mortgage around XX/XX/XXXX due to a pandemic hardship as the result of XXXX. The forbearance period lasted about a year. Upon completion of the forbearance period, I contacted the servicer to start a workout solution. We finally worked out a Modification agreement. I ended up deploying with the XXXX before I could sign the agreement. I left my brother full power of attorney. He signed the documents as XXXX and returned them to the mortgage company. On XX/XX/XXXX I made the first payment under the new modification agreement in the amount of {$4100.00}. When I went to make the next month payment in XXXX the website would not allow me to process a payment. I contacted the servicer and was notified that they would no longer honor the agreement. They told me the reasons were because they transferred servicers and did not approve how the modification agreement was signed by my XXXX XXXX XXXX. I also noticed that the new servicer " XXXX '' was under the same company as the previous servicer " Mr. Cooper ''. I was not notified about the modification agreement being rescinded until after the fact when I contacted them to make my next monthly payment. Since then, I have been trying to get this resolved and get a loan modification approved with them. For months I had to redo and submit the same application to the mortgage company more than half a dozen times and have my brother sign and send it back. They keep changing how they want him to sign as XXXXXXXX XXXX XXXX and keep finding loopholes to not accept the loan modification and restarting the process. Each time its either an excuse stating that their XXXX person made a mistake on the document or that the guidance they provided with how they wanted it singed was not accurate and we needed to do it again to ensure the modification agreement will be completed how they want it to be done this time around. This month I was notified that they will no longer approve me for a loan modification because of my debt to income and want me to pay outstanding balance in full. I was scheduled to come off of XXXX XXXX last month but I was extended until XX/XX/XXXX. I feel like this process was purposely hindered until my XXXX XXXX period was scheduled to end, and I feel like they should have honored the original loan modification agreement. It was no fault of my own or good reason for them to not honor the original loan modification. They also reported a negative report on my credit history which caused me to lose XXXX points on my credit and made it almost impossible for me to get alternate funding like consolidation loans to rectify this situation. They will not allow me to make any monthly payments towards the mortgage and each month that passes it makes it much harder for me to get approved based on my debt to income. I have been very patient with them and have been sending them everything they need. I have sent them the same documents at least once or twice a month for months now. I also believed that I was going to be covered under SCRA and pandemic foreclosure in this matter and it doesn't seem like I am with the negative impact to my credit report. I also believed that we should have had this resolved months ago and I do not see how it is possible that we couldn't resolve it even up to this point.
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12/01/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
During XXXX the mortgage for our home at : XXXX XXXX XXXX XXXX, XXXX, MT XXXX was approved to be in the pandemic forbearance plan for several months. After approximately 6 months of the program, we were confused and not understanding the loss mitigation options available ( as documents were lost in the mail that were sent to us ), so in XX/XX/XXXX we re-instated all past due payments and brought our loan current. In XX/XX/XXXX ( the mortgage loan holder 's wife/spouse, XXXX XXXX XXXX XXXX was diagnosed with XXXX XXXX XXXX XXXX and many major medical expenses were accrued. We continued making normal monthly payments XXXX through XX/XX/XXXX, until desiring to attempt the pandemic forbearance plan again in XXXX. We stayed in the pandemic forbearance plan from XXXX through another 3 months before being informed that we had met our maximum allowed months of the pandemic plan. This was confusing for us, since when we re-instated past due payments from the pandemic plan in XXXX we were under the impression that those months of payments wouldn't count towards the limit.
Additionally, we were angry and shocked to learn the the normal payments we resumed XXXX through XXXX of XXXX were also considered used months towards the maximum 12 months allowed of the pandemic forbearance plan.
In XXXX of XXXX we requested a refund of the 4 months of normal payments made ( XXXX through XXXX ), since it didn't make sense for us to make payments but also use up 4 months worth of pandemic forbearance assistance. ( Not financially logical or beneficial to us ). We were told that the 4 months could be refunded but the modification offer being presented at that time would be cancelled and the loan servicer would have to re-do one to adjust for the refunded payments ( we received approximately $ XXXX back in our payments ). The modification offer that was declined ( per the instructions of the loan servicer we spoke with ), would have included a partial VA claim ( in the form of a interest free loan ) would have helped incredibly with lowering our monthly payment and making our mortgage affordable. We only declined that modification offer due to the explanation of the loan servicer we spoke with based on her instruction to receive the refunded months of payments XXXX through XXXX, and that a new modification would be similar but simply re-calculated.
To our horror, the new modification offered is nothing close to our normal monthly payment. When calling and asking why this XXXX modification offer is calculated so high we were told that the VA partial claim funds were no longer available.
Had we known that the VA partial claim funds would not be offered in the 2nd modification offer, we would have never declined the XXXX offer ( in lieu of accepting a $ XXXX refund of payments for the months of XXXX through XX/XX/XXXX ). We feel that we have not been given all the pertinent information that was necessary to make informed decisions during the many steps of the pandemic forbearance relief/modification process. In addition, when asked to provide proof of XXXX 's XXXX XXXX, special applications for hardship consideration and medical statements, nothing has been communicated or explained as to why we're not being offered lower monthly payments or assistance for the major medical issues.
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08/27/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Servicemember |
XX/XX/2021 RE : Foreclosure Sale XXXX No : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX CA XXXX XXXX XXXX ext XXXX Mr Cooper Account Number # XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX TX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
XXXX No : XXXX XXXX XXXX XXXX XXXX XXXX TX XXXX XXXX XXXX Please stop the sale of our home. Request attached to this email. Please help, the auction sale is scheduled for Monday, XX/XX/2021.
I am at a critical point of our home ownership. I have in good faith tried to negotiate a modification for the life of my loan that is fair to the investors, servicer, and my family. I do understand that the bank does not have to offer or even extend any modification terms. I am not looking for handouts and we are fully aware of the moral hazard implications do not want to contribute to it.
I have utilized both chapter XXXX and chapter XXXX bankruptcy filings to place my family in a financial position to afford the mortgage, and to avoid foreclosure I have reduced and cut expenses in every way possible. I have utilized every legal remedy to save our home.
We have been told, by HUD agencies and credit counselors, that our front and rear end ratios regarding our income is sufficient to receive an affordable modification, however, the investor group has rejected every viable option to receive a life of the loan, an affordable mortgage solution to date.
On Monday, XX/XX/2021, if no resolution is in place by that time, our home will be sold. I have exhausted efforts to achieve an affordable mortgage, because the investors, to date, have denied any affordable mortgage for the life of the loan, because they have only extended payment plans that have been temporary and offered no long term solution.
If given the chance for a fair solution, we will be able to sustain mortgage payments for the life of the loan. I am now at the mercy of the servicer, the investors, and any efforts that can be extended at this point. I pray that the investor team will have compassion and really work to help us maintain our home with a proprietary mortgage modification solution that is long term, affordable for all the stakeholders to include the investor and servicer. Please help, as this will be my last opportunity to maintain our home.
Although I have never received a sustainable modification to date, I am hoping a final effort can be made for a modification on behalf of my family and our family of XXXX is not displaced.
Our primary goal is, and has always been, to maintain our home and not displace our family. I realize this is an uphill battle, but I will not be able to be at peace if I do not try to use every possible option until the options have been exhausted for a modification that is for the life of the loan.
This issue has created tremendous anxiety and uncertainty, and I have the tremendous weight of this burden to ensure the stability of my family. I feel things are starting to cave in around me now and to have my family displaced during a pandemic is adding more to the fear.
If you can make a final attempt for a modification on my behalf, I would like to pursue the optionit is at least worth the effort.
Please help.
Sincerely, XXXX XXXX Property Address : XXXX XXXX XXXX XXXX CA XXXX ( XXXX ) XXXX XXXX XXXX
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05/30/2023 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
On Thursday evening XX/XX/XXXX our homeowners insurance company XXXX debited our personal account of {$1500.00}. We contacted XXXX immediately assuming this was an error but were told that this payment was for our homeowners insurance policy because they never received payment. We reminded that Mr. Cooper is our loan provider and pays that from the escrow they collect from us. According to XXXX they contacted Mr. Cooper several times but never received payment and that Mr.Cooper had in fact told them that they refused to pay because they believed it was not due. We were unable to get anybody at Mr. Cooper on the phone that night so created a ticket in their online system explaining the issue Ticket # XXXX. We again contacted Mr. Cooper the following day Friday morning XX/XX/XXXX and had a representative from XXXX on the line also and together addressed the concern. Mr. Cooper claimed they assumed when they purchased our mortgage that our previous loan provider had already paid the homeowners insurance and that the next due date would be in XX/XX/XXXX. Mr. Cooper purchased our mortgage about 1 month after we brought the home and so the previous provider never made any payments from escrow. We explained that we were blindsided that neither XXXX nor Mr. Cooper had notified us of this payment dispute. We begged Mr. Cooper to address this immediately as our bank account was now drained due to this payment and we are incurring overdraft charges. XXXX reported that the full payment of {$3900.00} was several months overdue and XXXX debited our bank account of {$1500.00} as a partial payment. Mr. Cooper said they would overnight a check with the full payment of {$3900.00} and XXXX agreed to return the partial payment to our bank. On the following afternoon XX/XX/XXXX we contacted XXXX and learned that they never received the overnight payment from Mr. Cooper but it was a holiday weekend ( XXXX XXXX XXXX XXXX ) so check again Tuesday. We then contacted XXXX on Tuesday morning XX/XX/XXXX and they said they still havent received any payment. We again had them join in a call with Mr. Cooper who now claim that they have a check but it had not been mailed and that it should be sent within 3 business days as that is their standard overnight timeline. We were horrified and asked in what world is an overnight payment a 3 day process especially since they claimed to already see that a check has been processed and ready to be mailed but cant say when it is going to be. We reminded of the financial distress we were in due to their negligence and requested a supervisor. The Mr. Cooper associate put us on hold and returned to the call claiming to have submitted a request for a supervisor and explained to the supervisor our situation and they told him to relay to us that they will get back to us in 24-48 hours. We spent another XXXX minutes again requesting a supervisor explaining that this was urgent and that waiting another XXXX days for them to address this would be unacceptable. The associate declined to transfer it saying we just need to wait for them to call us. We have no other recourse other than to make a complaint as Mr. Cooper is negligent in making payments from our escrow. Payments is months overdue and Mr. Cooper is unwilling to address the issue in a timely matter.
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04/30/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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I am trying to sell a parcel of land that I paid cash for in XXXX. Mr Cooper is erroneously listed as a lien holder and will not provide the necessary partial release.
I purchased " A '' and " B '' parcels in XXXX. " A '' had the home and credit union mortgage. " B '' I paid in full as the credit union would not lend on vacant land. Taxes for " A '' were collected through escrow. I paid taxes on " B ''.
In XX/XX/XXXX, I refinanced with XXXX on the " A '' parcel. The documents only reference the " A '' address of XXXX. The address on " B '' is XXXX and is not referenced at a all. There are dozens of examples of " singular '' usage indicating only the " A ''. Somehow, the " A '' AND " B '' were deeded. The documents are confusing as the address for " B '' is NOT LISTED and the only reference to the parcel # 's are clearly followed by " parcel # 's are listed for informational purposes only, no warranty ... ''.
XXXX blames XXXX XXXX XXXX, who in turn blames XXXX and both XXXX and XXXX agree that Mr Cooper has its poor reputation for a reason and likely will not respond any time soon.
XXXX sold the note to Mr Cooper in XXXX. I became aware of the refi/deed error on XX/XX/XXXX as I was soon to close on the {$280000.00} sale of the " B '' parcel. I was provided the partial release documents by XXXX XXXX and forwarded them to Mr Cooper to facilitate the correction. NOT A SINGLE MANAGER OR DECISION MAKER FROM MR COOPER HAS RESPONDED SINCE XX/XX/XXXX. I have left dozens of messages with Mr Cooper front line employees, directly on VM 's and have filled out multiple website complaint forms.
Mr Cooper 's front line staff tells me that they are " servicing the loan '' on " B ''. Mr Cooper and XXXX do not have parcel " B '' in their systems. Neither has estimated, collected or paid a penny of tax on '' B '' ... ever.They are willfully misrepresenting their position and have refused to show documented proof. And even if it is recorded with the county, they are refusing to investigate the error or communicate with me in any fashion.
I bought it outright in XXXX. I paid the principle down for nine years. The property value rose significantly during that span. I refinanced for {$410000.00} on a property that was valued at over {>= $1,000,000} with a credit score at the time in the high XXXX 's. Why would I allow " B '' to be gifted to them as collateral?
Due to Mr Cooper 's dismissive inaction, I missed a {$10000.00} escrow check on XX/XX/XXXX, another on XX/XX/XXXX and now the contract has been cancelled and I will not receive {$280000.00} on XXXX.
Mr Cooper holds the mortgage on the " A ''. I am currently unemployed and behind on my mortgage. I HAVE INFORMED MR COOPER ON DOZENS OF OCCASIONS SINCE XXXX THAT THE SALE OF " B '' WOULD ALLOW ME TO GET CURRENT ON XXXX. They were well aware of my intention to sell and have now blocked the sale and it will throw " A '' into foreclosure.
And I still have yet to hear from a manager or decision maker with Mr Cooper. It's criminal. I was told XXXX XXXX was my contact but I was told each day sinceXXXX that she is " required '' to respond within 48 hours. Nothing.for 12 days. Nothing though I left extensive details in my messages. Nothing though foreclosure is looming and created by her and her department. Disgraceful.
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01/11/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I refinanced my home loan recently with XXXX. As soon as it closed, my loan was sold to Mr. Cooper.
At no point prior to my first payment being due did I receive any communication from Mr. Cooper. No loan number, no monthly bill, etc. I attempted to pay XXXX with information they provided at the closing of my loan more than a month beforehand, but they informed me no to pay them, but instead to pay Mr. Cooper.
I reached out to Mr. Cooper well in advance of my first loan payment being due, spending over 2 hours trying to set up an account and get a loan number to pay. They insisted that I had already had a previous loan with them and they could not disclose information to me until I confirmed my previous loan details. After an additional phone call and more than 6 hours in total, I discovered that they were referring to a loan I had with Nationstar Mortgage, and that it is the same company, and that they Mr. Cooper is their DBA alias.
During the " new account '' set-up process, I was informed that they can not send emails to set up accounts or reset passwords to XXXX email addresses. ( My only email address is a XXXX email address. ) It took another half hour to set up an account and get the presumed correct information.
I was able to successfully log in to make my XXXX payment. In XXXX, my account access stopped working. ( I am emphatically positive that the correct credentials were used to log in. ) When I called customer service, they insisted that my new loan number was not valid and the only loan associated with my SSN was the previous, fully paid loan. After a lengthy wait, I was able to get a password reset for my account.
However, the next month, when it was time to pay, the username and password again do not work. I spent more than 3 hours in 6 phone calls waiting on hold after the " call you back '' feature failed to result in a call back after 3 days of waiting.
While I continue to make my payments, I am not able to access my account to verify the amount due each month, access upcoming end-of-year tax documents, etc. Each time I have spoken with a representative, each has confirmed that they can not work with XXXX email address and " really prefer '' us to set up a different email account just for Mr Cooper.
In total, I have spent more than 20 hours of my time waiting and not speaking to a person over the past 3 months. This is not fair and should not be allowed to continue to happen. I have attempted more than 30 password resets for my account, and no password reset email has ever been received, including in my Spam and Trash inboxes.
If this were not enough, I have received voicemails stating that I owe additional monies for escrow accounts for two types of insurance. I do not have an escrow account and pay them on my own ; my insurance has been in tact for more than 5 years without lapse.
Additionally, I have yet to receive a monthly statement/amount due, aside from the month of XXXX. However, I still get voicemails and emails stating that they are trying to contact me because of my approaching due date. ( The calls and emails flood in after the mortgage is not paid by the XXXX of the month. Unfortunately, due to the nature of my job, I am unable to receive calls during business hours and must plan my phone calls to them. )
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12/11/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Servicemember |
XX/XX/2021 RE : Foreclosure Sale TS No : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX CA XXXX XXXX XXXX ext XXXX Mr Cooper Account Number # XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX TX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
TS No : XXXX XXXX XXXX XXXX XXXX XXXX TX XXXX XXXX XXXX Please stop the sale of our home. Request attached to this email. Please help, the auction sale is scheduled for Monday, XX/XX/2021.
I am at a critical point of our home ownership. I have in good faith tried to negotiate a modification for the life of my loan that is fair to the investors, servicer, and my family. I do understand that the bank does not have to offer or even extend any modification terms. I am not looking for handouts and we are fully aware of the moral hazard implications do not want to contribute to it.
I have utilized both chapter XXXX and chapter XXXX bankruptcy filings to place my family in a financial position to afford the mortgage, and to avoid foreclosure I have reduced and cut expenses in every way possible. I have utilized every legal remedy to save our home.
We have been told, by HUD agencies and credit counselors, that our front and rear end ratios regarding our income is sufficient to receive an affordable modification, however, the investor group has rejected every viable option to receive a life of the loan, an affordable mortgage solution to date.
On Monday, XX/XX/2021, if no resolution is in place by that time, our home will be sold. I have exhausted efforts to achieve an affordable mortgage, because the investors, to date, have denied any affordable mortgage for the life of the loan, because they have only extended payment plans that have been temporary and offered no long term solution.
If given the chance for a fair solution, we will be able to sustain mortgage payments for the life of the loan. I am now at the mercy of the servicer, the investors, and any efforts that can be extended at this point. I pray that the investor team will have compassion and really work to help us maintain our home with a proprietary mortgage modification solution that is long term, affordable for all the stakeholders to include the investor and servicer. Please help, as this will be my last opportunity to maintain our home.
Although I have never received a sustainable modification to date, I am hoping a final effort can be made for a modification on behalf of my family and our family of XXXX is not displaced.
Our primary goal is, and has always been, to maintain our home and not displace our family. I realize this is an uphill battle, but I will not be able to be at peace if I do not try to use every possible option until the options have been exhausted for a modification that is for the life of the loan.
This issue has created tremendous anxiety and uncertainty, and I have the tremendous weight of this burden to ensure the stability of my family. I feel things are starting to cave in around me now and to have my family displaced during a pandemic is adding more to the fear.
If you can make a final attempt for a modification on my behalf, I would like to pursue the optionit is at least worth the effort.
Please help.
Sincerely, XXXX XXXX Property Address : XXXX XXXX XXXX XXXX CA XXXX ( XXXX ) XXXX XXXX XXXX
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07/16/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
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Web |
Servicemember |
I pay my mortgage directly through a company called Mr. Cooper back in XXXX I was under a loan modification program which I will be including thats on my statement. Towards the end of XXXX the program ended I was told again that nothing bad will report to my credit since I had asked this question throughout the whole year of XXXX because I was in a financial bind due to a terminal medical issue. XX/XX/XXXX I contacted Mr. Cooper to find out any other options because I got sick again the sickness was more so like a XXXX a really bad XXXX at that time no one knew that it was XXXX so I continue to try to make my payments XX/XX/XXXX is when I was placed on a COVID-19 plan with this plan I was told that I did not have to make payments while I was not working due to XXXX I also was told that it will backdate the Covid-19 plan to XX/XX/XXXX. Turn to find out that I was told I got miss informed information I have been trying to correct this error by sending documentation by speaking to over 50 different representatives that left a notation stating they were also confused and to why I have to go through so much when I am currently doing all my payments on time for the past two years. What is really unfortunate about Mr. Cooper is they try to retain their customers by selling them other products like refinancing your home I get so many calls from Mr. Cooper regarding refinancing my home why would I want to do any business with this company anymore let alone have another loan with them? They cant even correct the problem at hand. I am no angel I have been behind before on my mortgage I have had XXXX problems prior I try my best to walk in good faith I have never made a complaint regarding this company even though there has been a lot of hiccups within the last 12 years of dealing with Mr. Cooper. But other agencies like consumer finance and the XXXX XXXX XXXX should see how consumers are just numbers and how we are being handled poorly. This has now been over two years and I have disputed this with Mr. Cooper numerous amounts of times and Ive also disputed this with the credit bureaus numerous amounts of time Im getting nowhere. Because of my long history with Mr. Cooper I would think that if I had two years and positive good standing on time payments sending double payments a month to get the mortgage down to pay it off I think they should look at my history and see that we owe some type of help that help to me would be removing any past due late charges 30/60/90 days 120 days please remove I will greatly appreciate this. Whats really sad is that I was on a forbearance payment plan to prepare myself for another loan modification and was told by the representatives that it will not report negatively on my credit report. Getting misinformed information is one of the worst things that a company could do not training all their employees to be on one page and no the different products and services is really unfortunate because in the long run it hurts the customer and damage the reputation of the company I will never do business again with Mr. Cooper. Furthermore Mr. Cooper shouldve at least updated my credit Report to say that I was in some sort of repayment program which was not done either it just shows that I was delinquent and never attempted to try to pay.
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05/03/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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To Whom It May Concern, I have been trying for years to remove PMI from my home loan. I have also been trying to get someone from Mr. Cooper to explain to me why they have charged me for numerous property inspections over the years.
Recently, I asked the Office of the Colorado Attorney General for assistance with this matter. They were unsuccessful and not able to acquire the requested information from Mr. Cooper. The Office of the Colorado Attorney General suggested that I reach out to you as a way to possibly obtain this information.
In XXXX of XXXX, I was informed by Mr. Cooper that in order to have PMI removed from my home loan, my house would need to evaluate for {$230000.00}. Per their request, I obtained a broker price opinion showing that my home had a value of {$460000.00} - well above their requirement. Further, every time that I log into my account on the XXXX website, I am greeted with information explaining how much my house is worth, as well as, the amount of equity I have in my home. The figure that Mr. Cooper provides on their website is very similar to the estimate that was calculated on the broker price opinion that I provided to them. Further, companies such as XXXX, XXXX, etc. also estimated the value on my home to be about the same as shown on the broker price opinion that I provided. In any event, Mr. Cooper refuses to remove PMI from my loan.
I am requesting that the CFPB ask Mr. Cooper : 1 ) What they believe the market value of my house is currently, as well as, what it was in XXXX of XXXX. According to their website, my house has a value of {$450000.00} as of XX/XX/XXXX ( Attachment 1 ). Does Mr. Cooper believe that the information that they provide on their website is not correct?
Mr. Cooper boasts on their website - mrcooper.com : More Intelligent Homeownership When it comes to owning your home, we believe the more you know, the less you have to worry about.
Thats why every Mr. Cooper home loan comes with : Detailed intel on your home value and equity.
( Attachment 2 ) I, along with the Office of the Colorado Attorney General, have asked Mr. Cooper to explain what they believe the value of my house is. They refuse to provide this information, even though they clearly state on their website, every Mr. Cooper home loan comes with : Detailed intel on your home value and equity.
Please ask Mr. Cooper to provide me with an estimate of the current market value of my home, as well as, their valuation of my house in XXXX of XXXX.
2 ) Please ask Mr. Cooper to provide information about the numerous property inspection fees that they have charged me for ( Attachment 3 ). I, along with the Office of the Colorado Attorney General, have provided billing statements showing the property inspection fees, however, Mr. Cooper has refused to explain these charges.
Thank you for your help and I look forward to hearing from you soon. If you want a copy of the broker price opinion, billing statements, correspondence letters, etc. please let me know.
Again, for clarity, please ask Mr. Cooper to provide : An estimate of the current market value of my house.
An estimate of their valuation of my home in XXXX of XXXX.
A detailed explanation of the property inspection fees that they have charged me for.
Best Regards
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09/28/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Servicemember |
My complaint is about our mortgage company Mr. Cooper. My husband and I received a letter from them dated XX/XX/2021. It stated ( first sentence of letter only ) : Recently a transaction on your account has resulted in us placing funds in an unapplied funds account. I called Mr. Cooper and spoke to XXXX XXXX about the letter we received. He told me the letter meant that we did not pay our mortgage in full and that's why we got the letter. That was a complete lie. My husband and I ALWAYS pay our mortgage in FULL, and in addition we pay {$85.00} towards the principle. IMMEDIATELY following his statement, instead of looking into why we would receive this letter, he jumped into trying to talk me into refinancing our home. I explained I wanted the mistake, they made, corrected and I wasn't interested in refinancing our mortgage with their company. He then gave me a second reason for the letter, and said our check for our XXXX mortgage had bounced. ANOTHER LIE. I spoke with XXXX at XXXX and she confirmed to me that the check had been cashed by XXXX XXXX on XX/XX/2021. XXXX never resolved the issue of the letter and continued to harass me by email sending me all kinds of information about refinancing our home. Finally on XX/XX/2021 I spoke to XXXX and she " thought '' that the extra {$85.00} that we apply towards the principle was taken as an " incomplete '' mortgage payment, and explained it was a " computer glitch. '' She assured me it was all fixed. Now, we have received the exact same letter again from Mr. Cooper dated XX/XX/2021. On XX/XX/2021 I called Mr. Cooper again and talked to a XXXX. I explained this was the second time this has happened. He put me on hold for over 10 mins- said he had to verify the issue with " someone else '' to make sure this never happened again. Then he too continued to try to keep me on the phone to discuss refinancing our home. On XX/XX/2021 I received our XXXX mortgage payment and the bill was DOUBLED. I called that same day and spoke with a XXXX and he explained to me that the bill was sent before my conversation with XXXX and that I didn't have to make a double mortgage payment. I told him I was very upset that this has happened a second time and I wanted to speak to a supervisor. He told me his supervisor 's name was XXXX. He told me she was on the phone and couldn't take my call. I insisted on being transferred to her voice mail and he said he couldn't do that. I asked him to make sure she gets the message to call me. He stated she would call me that evening. She never did. I called this morning, XX/XX/2021, and told them I was waiting for a phone call from XXXX, and I wanted to speak to her. I was told her supervisor wasn't in the building, and that I couldn't receive a voice mail number and/or an extension to ANY supervisor what so ever. I'm sorry on this phone call I didn't write down the woman 's name I spoke to because I was so upset. If felt as though she was trying everything not to get me on the phone with a supervisor. What I am most upset about is, Mr. Cooper is messing with my husband and my credit. I myself, have NEVER in my life wrote a bad check or have NEVER EVER been late paying ANY bill. Also upsetting, the unprofessional manner in which some of the employees handled me and the situation.
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08/08/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Older American |
XXXX XXXX XXXX of Pennsylvania XXXX PA and Texas CFPB sent over a complaint I am writing you to file a complaint against Mr. Cooper ( Nationstar ) a Mortgage Loan Servicer based in Texas. I have also copied the XXXX of Texas and State Attorney General in Pennsylvania and Texas as well as the CFPB.
As an older American, I have always tried to pay my obligations in a timely manner, and if I was unable, I work with creditor to workout mutually agreeable arrangements.
I thought I had such an agreement in Good Faith with Mr. Cooper on a loan modification on my home at XXXX XXXX XXXX XXXX PA XXXX loan Number XXXX.
Here is a timeline of events XX/XX/XXXX I Paid my {$730.00} on line put the account number and banking info there system XX/XX/XXXX Asked for help on my loan payment still did not come out of checking Per Mr. Cooper it was put in wrong. I had to put the bank info in and checking account in twice. Im very capable of put the numbers in correctly.
XX/XX/XXXX Mr. Cooper agreed to a modification at the amount of {$730.00} XXXX, I called and they agreed to payment of {$730.00}. They Said to me the XXXX was a Sunday and it should be ok. It was not they denied my modification and kept denying it.
XX/XX/XXXX, I noticed the amount was not taken out and called Mr. Cooper and spoke to XXXX XXXX she advised to wait for a day since it was month end to allow Mr. cooper to process the payment, She then saw they denied me and told me to apply again. I was denied again. She told me to Appeal the decision they denied me again.
XXXX The payment was taken out and I received call or letter denying my modification and requiring a full payment of {$6800.00} XX/XX/XXXX, I spoke with XXXX XXXX and told them I am on a fixed income and could not come up with that amount and asked that the modification denial be reviewed for an appeal. I sent an appeal letter in to Mr. Cooper explaining what happen.
XX/XX/XXXX I was informed the appeal was denied and payment in full of {$5000.00} was due at the end of XX/XX/XXXX or I would be put in foreclosure, I feel like I made an arrangement in good faith with Mr. Cooper, and took extra steps to not only to confirm the arrangement, and receipt of my first payment under the arrangement, but the company misrepresented the original deal and added additional fees and cost with the threat of foreclosure without a lump sum payment.
You hear some much in the news these days on people avoiding their financial obligations, but I worked out a deal and I feel the company used the old bait and switch to put an even greater financial burden on a senior citizen I have lost faith in this companys ability to process information or respond timely and accurately. They have denied me my rights as a consumer to the protections afforded to me and I am writing you to take some action.
I can not imagine I am the only person this has happened to at the hands of this Mega Servicer Mr. Cooper.
Please view this request as a concerned individual homeowner who just wants to pay her bills as originally agreed to by this servicer. I want my modification put back. It was no fault of mine. I did what I was asked.
Please contact me directly if you need any additional information, Thank you XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX PA XXXX Loan # XXXX
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02/14/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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In XX/XX/XXXX, I was released from my contract without notice and cause. As I was attempting to find new work, I filed for unemployment and was using my savings and credit cards in order to survive and not to lose my home to foreclosure. There was an issue with unemployment and received no payment on unemployment. After securing a new contract in mid XXXX in XXXX, I started to make headway on my bills catching back up. In mid XXXX, the budget was cut from my project and the client informed my contract firm that my team would be released XX/XX/XXXX. So once again, I began to look for another contract work but no one hiring due to budgets being confirmed and released in XXXX, I knew that it would several weeks to secure another role. I filed unemployment once again. In XX/XX/XXXX, my house payment bounced. Fear that I might have difficulty making the XX/XX/XXXX payment, I reached out to the Mr. Cooper, my mortgage company to file for a loan modification.
After speaking with the associate at Mr. Cooper, they asked for a series of documents including the last 4 paychecks, an application, verification of employment. After gathering the documents, I submitted the documentation on XX/XX/XXXX.
After a series of conversation with customer service representatives and supervisors throughout XX/XX/XXXX, we were instructed that we need to provide a verification of employment which I have provided in XX/XX/XXXX a contract which described my roles, what my role would be, and my hourly rate ( {$50.00} per hour ), and firm that I would be working with meeting with all the requirements that were requested. After submission, I received a series of rejection after rejection due to the underwriter stating that they needed an annual or monthly verification. I explained that I would be a contractor and the firm would not provide nor guarantee an annual or monthly verification. The gave me task after task to satisfy the requirement. These include calculating the potential Annual potential income ( {$52.00} hourly rate * 2000 hours equal XXXX potential annual income ), an explanation of why a calculated potential annual income ; even asked to fill out a form to be signed by the contract firm verifying my annual/monthly income which included a signature from a contract firm representative ( which the contract firm would not sign ). Basically, at every turn there is a unique hurdle that can not be satisfied. I requested on several occasions to talk to the Loan Modification representative but could only speak with the customer service representative and/or a supervisor which could only give read us the notes provided by the XXXXoan Modification specialist. Now, I am back to working as for XX/XX/XXXX and still attempting to get my loan modified, being 2 months in arrears at this time XX/XX/XXXX, I am not sure what to do. Once again, I am trying to catch up with bills and considering filing bankruptcy. On one occasion I received an acceptance from the customer service representative and the website, however was soon rejected again due to the verification of employment paperwork being accepted.
All I am asking, is a definitive answer of what is needed in order to satisfy the loan modification, clear communication and resolution since now it has been almost 5 weeks.
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02/04/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Servicemember |
XX/XX/XXXX RE : Foreclosure Sale TS No : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX , CA XXXX XXXX XXXX ext XXXX Mr Cooper Account Number # XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX , TX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
TS No : XXXX XXXX XXXX XXXX XXXX , TX XXXX XXXX XXXX Please reverse the sale of our home. Request attached to this email. Please help, the auction sale was scheduled for Monday, XX/XX/XXXX.
I am at a critical point in our homeownership. I have in good faith tried to negotiate a modification for the life of my loan that is fair to the investors, servicer, and my family. I do understand that the bank does not have to offer or even extend any modification terms. I am not looking for handouts and we are fully aware of the moral hazard implications do not want to contribute to it.
I have utilized both chapter XXXX and chapter XXXX bankruptcy filings to place my family in a financial position to afford the mortgage and to avoid foreclosure I have reduced and cut expenses in every way possible. I have utilized every legal remedy to save our home.
We have been told, by HUD agencies and credit counselors, that our front and rear-end ratios regarding our income are sufficient to receive an affordable modification, however, the investor group has rejected every viable option to receive a life of the loan, an affordable mortgage solution to date.
On Wednesday, XX/XX/XXXX, the above agencies foreclosed on our home. I have exhausted efforts to achieve an affordable mortgage because the investors, to date, have denied any affordable mortgage for the life of the loan because they have only extended payment plans that have been temporary and offered no long-term solution.
If given the chance for a fair solution, we will be able to sustain mortgage payments for the life of the loan. I am now at the mercy of the servicer, the investors, and any efforts that can be extended at this point. I pray that the investor team will have compassion and really work to help us maintain our home with a proprietary mortgage modification solution that is long-term, affordable for all the stakeholders to include the investor and servicer. Please help, as this will be my last opportunity to maintain our home.
Although I have never received a sustainable modification to date, I am hoping a final effort can be made for a modification on behalf of my family, and our family of XXXX is not displaced.
Our primary goal is and has always been, to maintain our home and not displace our family. I realize this is an uphill battle, but I will not be able to be at peace if I do not try to use every possible option until the options have been exhausted for a modification that is for the life of the loan.
This issue has created tremendous anxiety and uncertainty, and I have the tremendous weight of this burden to ensure the stability of my family. I feel things are starting to cave in around me now and to have my family displaced during a pandemic is adding more to the fear.
If you can make a final attempt for a modification on my behalf, I would like to pursue the optionit is at least worth the effort.
Please help.
Sincerely, XXXX XXXX Property Address : XXXX XXXX XXXX XXXX CA XXXX ( XXXX ) XXXX XXXX XXXX
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03/05/2022 |
Yes |
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- Trouble during payment process
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Web |
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XXXX XXXXXXXX XXXX, sub servicer, XXXX Mortgage sold our loan to Nation Star Mortgage XXXX : Mr. Cooper effective XX/XX/XXXX, prior to this transfer in XXXX, XXXX we were impacted by employment/income reduction due to XXXX XXXX, pandemic, XXXX, our lender at the time approved us for a XXXX XXXXXXXX Partial claim that would extend our loan period of the XXXX payments we needed assistance with through a process called load modification, we continued to make our monthly mortgage payments with the understanding the XXXX payments we defaulted would be extended to the back of our loan and our account would be brought current.
We submitted signed notarized documents for the loan modification process request by XXXX, submitted via overnight mail to XXXX and received confirmation XXXX received them XX/XX/XXXX. Surprisingly we received a notice from XXXX dated XX/XX/XXXX advising us since they transferred our loan to a new lender, Nation Star XXXX : Mr. Cooper they will not be able to process our loan modification and stated they have transferred our paperwork to Mr. Cooper.
We reached out to the new lender, Mr. Cooper on multiple occasions beginning XX/XX/XXXX to confirm if they received our load modification paperwork from XXXX, only to be told they have XXXX days to complete the transfer of the loan including payments, paperwork to the current terms of the loan. I continued to reach out to this lender to make sure what we are being told is accurate and that our claim is being processed of the loan modification, through countless hours of calling Mr. Cooper including conference calls I requested with our prior servicer & Mr. Cooper to make sure this is getting processed we were left hopeless and furious to be informed they don't have our paperwork XXXX days has now gone by since the transfer of the loan and now to be told we need to submit new documents. Mr. Cooper mailed us new documents to sign w/notary XX/XX/XXXX we quickly returned the signed documents to Mr. Cooper using the XXXX Priority Label they provided us. When I called to confirm receipt of our paperwork and gave them the tracking information confirmation dated XXXX showing received and signed by XXXX XXXX, they proceeded to tell me they can not locate our documents we sent them.
At this point I am beyond furious of the lack of support and resolution this company had to offer so I decided to email a manager given to me by Mr. Cooper, representative XXXX, XXXX I submitted our concerns to this individual and to no surprise we never received a reply, I then submitted a " ticket '' to Mr. Cooper message center at the site on my account and naturally no reply.
We have made ALL payments to Mr. Cooper since the inception of the transferred mortgage XX/XX/XXXX. I am requesting an immediate response to this complaint.
In addition, Mr. Cooper sent a notary service company to my door to hand letters when in fact we already provided our signed notarized documents.
On a file note, through my research of the new lender, Mr Cooper, we have a greater concern that XXXX XXXX XXXX XXXX sold our loan to a lender Nation Star, XXXX Mr. Cooper while this company is actively being litigated for payment processing errors and various other non-compliant actions via class action lawsuit.
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04/04/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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We filed for XXXX XXXX XXXX on XX/XX/XXXX. Our service was transferred from XXXX to Nationstar ( Mr.Cooper ) effective XX/XX/XXXX. My complaint is that ever since Mr.Cooper has had my loan, I have not been able to clearly see how my payments are being applied and where all my funds have gone. They have restricted my access to view any of my account information online and the ability to make payments online ; I have to make my payments over the phone. The monthly statements I receive each month do not reflect any accurate information. I had even sent in {$1200.00} on XX/XX/XXXX from an escrow refund I had received. So I put it back to my loan. In XXXX of XXXX, I was told I only owed {$160.00} for the month of XXXX. Then received a notice I was 4 months behind. Then on XX/XX/XXXX, a Motion for Relief was filed and a payment plan was set up. I paid an extra {$800.00} at the beginning of the plan. The first payment of {$1300.00} was supposed to go to the arrearage but I can not tell where those funds went. The payment history just shows to the STIP. The total amount I was to pay during the plan was {$3300.00}. I paid a total of {$3700.00} but they said I did not pay enough to complete my plan & was short funds. I've spent countless hours on the phone trying to figure out the payment history that I had requested many, many times. I keep receiving threatening Notice of Default letters from Mr.Cooper 's attorney 's ( XXXX XXXX ) stating that I'm XXXX months behind after I'm clearly not and making payments each month. The Trustee 's office sent payments each month from XX/XX/XXXX to XX/XX/XXXX to clear the pre-petition balance. Mr.Cooper took months to cash the checks they received from the Trustee 's office. The payment history I request never shows those payments or where those have been applied. The arrearage amount due was {$1500.00} and the XXXX paid a total of {$1600.00}. I've never been advised where those extra funds went. I have requested an audit of my account be completed twice, with no resolution. Each time I call the Bankruptcy department, I receive completely different information regarding the balance due on my loan from the representatives. On my XX/XX/XXXX phone call, I was advised that Mr.Cooper bankruptcy department applies the funds I send in to their discretion. I was told my XXXX payment would not be applied until XXXX. I was told there was funds of {$710.00} sitting on my account but only {$180.00} could be used toward a payment. So that constantly makes me show that I'm a month behind, which I am not. The other 'bucket ' of funds, which I was told they are not allowed to tell me what they are being used for, will be used at their discretion. They refuse to tell me where all my funds are being applied each month. This is wrong!! What are these other bucket of funds?? Are they going to someone else 's loan?? Mr.Cooper never sent periodic statements showing the payments received, I had to request my payment history. And also I see an ACH Litigation settlement has been filed because on XX/XX/XXXX it's vendors inadvertently caused incorrect ACH debit and credit entries to be sent to borrowers bank accounts that were serviced by Nationstar. I was one of them, so that's on top of what else we have been going through.
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09/02/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Older American |
Nationstar Mortgage LLC, d/b/a Mr. Cooper is engaging in : 1 ). an unlawful invasion of my privacy in violation of California Penal Code Sections 631 and 632 2 ). an unlawful intrusion into my private affairs, and 3 ). a violation of my right to privacy under the California Constitution.
In her email message to me on XX/XX/2021, Mr. Cooper 's Vice President, Associate General Counsel XXXX XXXX XXXX WROTE in part : " ... ..Not sure what else you would like in writing or why this is an issue. Our calls are recorded, so records exist. '' The above sentence by MsXXXX XXXX was in response to my numerous requests to have all future forbearance, and post-forbearance-related discussions between myself and Mr. Cooper reduced to email correspondence. I had continued to request that all post forbearance negotiations between myself and Nationstar Mortgage LLC, d/b/a Mr. Cooper be done by email, to create a written record of our discussions available to both parties in writing and because I did not want to have Mr. Cooper recording our telephone discussions.
This recording of our telephone negotiations by Mr. Cooper would provide Mr. Cooper with an unfair, one-sided advantage of having recordings of our discussions that they could easily manipulate and would not provide to me unless I was willing to spend tens or hundreds of thousands of dollars that I do not have, getting a subpoena or suing them and going through the discovery process.
There are less than 60 days left on my present forbearance. To avoid foreclosure and access the post forbearance programs available to me through Fannie Mae, and benefit from the post forbearance remedies made available to California borrowers in forbearance by the Consumer Financial Protection Bureau 's recent post forbearance amendments to the Real Estate Settlement Procedures Act ( RESPA ), Regulation X. ( 12 CFR Part 1024 ) Federal Register /Vol. 86, No. 123 /Wednesday, XX/XX/2021 /Rules and Regulations ; MR. COOPER IS REQUIRING ME TO SPEAK WITH A MR. COOPER " DEDICATED LOAN SPECIALIST '' OR OTHER MR. COOPER EMPLOYEES ON RECORDED PHONE LINES. I HAVE NOT AND WILL NOT GIVE MR. COOPER, MY PERMISSION TO RECORD OUR PHONE CONVERSATIONS.
Therefore, during these dangerous stress-ridden, frenetic times when California residents like me are struggling to survive and avoid foreclosure, Nationstar Mortgage LLC, d/b/a Mr. Cooper, as XXXX XXXX XXXX loan servicer and representative, is ACTIVELY denying California residents, such as myself, access to XXXX XXXX and other Federal Benefits surrender the privacy protections provided to us under the California Constitution and California Penal Code Sections 631 and 632. Benefits that we are desperately in need of.
In my opinion, thousands, tens or hundreds of thousands of similarly situated Californians may also be having their California privacy protections guaranteed to them under the California Constitution ripped away from them by Nationstar Mortgage LLC, d/b/a Mr. Cooper in violation of California Penal Code Sections 631 and 632.
Nobody should have to sacrifice their Constitutional rights and legal protections to obtain benefits provided by government agencies that a sinister, rogue company like Nationstar Mortgage LLC, d/b/a Mr. Cooper, is administering.
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12/23/2022 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
Case Number XXXX I have had an issue with Mr. Cooper since early XX/XX/XXXX regarding its improper assessment of penalties and interest imposed by XXXX XXXX for late/missing payment of property taxes. Rather than go into a great amount of detail in the body of my complaint, I direct the reader to the attachments to this complaint, including my letter of XXXX! XXXX. In my XX/XX/XXXX letter, I attempted to summarize the history of the problem created by Mr. Cooper.
The short story is as follows : Mortgage History. XXXX provided our loan when we bought our home in XX/XX/XXXX, and it refinanced our loan in XX/XX/XXXX. From the beginning and throughout the history of this loan, we have made our mortgage payments on time, without exception. As part of the loan, the mortgage servicer impounds monies from each monthly mortgage payment to pay for hazard insurance once per year and XXXX XXXX property taxes in XXXX and XXXX of each year.
XXXX was in arrears for late/non-payments. Fast forward to the present. Through a series of mistakes, XXXX on several occasions did not submit our tax payments to the County by the due date or in one case, missed the XX/XX/XXXX property tax payment altogether.
Mr. Cooper buys loan. XXXX sold our mortgage to Mr. Cooper on XX/XX/XXXX. Neither Mr. Cooper, XXXX nor I realized on XX/XX/XXXX that XXXX was in arrears to the County of XXXX, for unpaid taxes and resulting penalties and interest. The interest was accruing on a monthly basis.
Mr. Cooper charges us penalties and interest. By early XX/XX/XXXX, Mr. Cooper determined the above problem with our account and made a payment in the amount of {$1600.00} to bring our property tax account to a current status. Of that amount {$970.00} was for penalties and interest and the balance applied against back taxes. Rather than look to XXXX to rectify the situation surely a more tortuous path for resolution, Mr. Cooper simply charged our escrow account for the entire amount of {$1600.00}.
XXXX is responsible for penalties and interest. I agree that we are responsible for any unpaid taxes and those payments should be levied against our escrow account. However, we are not responsible for the {$970.00} to pay the County for penalties and interest due to late payments. The latter amount was the responsibility of loanDepot due to its above-mentioned mistakes. Mr. Cooper should have caught this situation when it was doing its due diligence prior to buying our loan. Mr. Cooper should have looked to loanDepot to make it whole and not the mortgagee, Mr. Cooper knew it was charging us the penalties and interest. This is not a case where Mr. Cooper thought all of the {$1600.00} was to pay for back property taxes. In a XX/XX/XXXX conference call including Mr. Cooper, XXXX XXXX and me, the County representative explained the three components of the {$1600.00}. In its letter of XX/XX/XXXX, Mr. Cooper even admits that some of its payment in early XXXX was for penalties and interest. See the second page, third paragraph of its XX/XX/XXXX letter.
Mr. Cooper has our money and refuses to pay. Mr. Cooper may have thought we would not notice the improper charges against our escrow account and/or that we would not have the intelligence to determine Mr. Coopers sleight of hand.
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05/19/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
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Web |
Older American |
I have a current 20 year mortgage with Nationstar Mortgage DBA Mr. Cooper. My mortgage originated on XX/XX/XXXX and began appearing on my credit file with all three credit bureaus shortly thereafter. During the span of the past 19 years, I have never been late or missed a single mortgage payment.
In XX/XX/XXXX, I decided to get a copy of my annual credit report, as I wanted to sell my current home and purchase another one. To my surprise, my mortgage no longer appeared on any of the three credit bureaus. Not having this account appearing on my credit report lowered my FICO score significantly which I knew would effect my finance rate when it came to purchasing a new home or applying for credit in any situation.
On XX/XX/XXXX, I placed a call to Mr. Cooper requesting that my mortgage be reported to all three credit bureaus immediately. My request was assigned a research ticket number ( XXXX ) and forwarded to their Research Department for investigation. Making this first phone call started a vicious 45 day cycle of emails from Mr. Cooper in the form of a computer generated form letter stating they would need 30 days to research the issue. As soon as the 30 days elapsed, I would receive another form letter stating that they needed an addition 15 days to complete their investigation. Each time I would call Mr. Cooper for a status ( approximately ever 45 days ) it would generate a new research ticket and the 45 day clock would start ticking again. On three occasions, I requested that the trouble ticket be turned over to a supervisor for resolution. Finally, after two full years of calling Mr. Cooper, I received a letter from Mr. Cooper dated XX/XX/XXXX stating that my trade line with them was being forwarded to all four credit bureaus to be reinstated. I was thrilled, as this issue had delayed the sell of my current home and the purchase of another for over two years.
I realize that the credit bureaus take between 90 to 120 days to update an account so I waited patiently before checking my credit report again. However, after waiting another whole year, the only credit bureau that has added my mortgage to my credit file is XXXX. My mortgage is still not appearing on XXXX, XXXX nor XXXX credit files. Upon calling each of these bureaus to question why my mortgage has not been added, I get the same answer each time " we have never received any information from Mr . Cooper. '' None of the bureaus will take the account information from me, stating that it must come from the creditor and that I should request Mr. Cooper to " call it in '' and they will add it over the phone.
Once again, the vicious 45 day cycle of phone calls begin with Mr. Cooper. By now, more than three years has passed and my now 19 year old mortgage still isn't appearing on my credit file with the three credit reporting bureaus. My mortgage will be paid off in less than a year. My last phone call to Mr. Cooper was XX/XX/XXXX, literally begging them to call the three bureaus and report my credit line. As of this date, XX/XX/XXXX, nothing has changed. It seems to be a finger pointing situation with Mr. Cooper stating that they are reporting my mortgage each month and then the three bureaus stating that they have not received any information from Mr. Cooper.
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09/20/2022 |
Yes |
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- Trouble during payment process
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Web |
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On XX/XX/XXXX my mortgage was transferred to XXXX XXXX XXXX XXXX XXXX On XX/XX/XXXX I had my XXXX XXXX bankruptcy dismissed and worked directly with XXXX XXXX XXXX to complete a modification. In XXXX when Mr Cooper/XXXX XXXX became the servicer of the loan they said the modification would transfer over and payments would continue. I paid my XX/XX/XXXX payment and then when I went to process another payment my account status was changed to modification in progress, I never filed for a modification with Mr Cooper/XXXXXXXX XXXX so I called and was told they were working to the modification from the previous servicer. Over the next month and a half ( from the beginning of XXXX XXXX XXXX XXXX ) I was told we are working on the modification and I was told I have confirmation from a supervisor the modification is approved just wait for the paperwork to be mailed, I was told no need to make a payment wait for modification docs because there could be a payment plan period. Well on XX/XX/XXXX my account updated to say I was behind in payments for XXXX, XXXX and XXXX and the modification was rejected. I was shocked and surprised as I had been assured over and over again the modification was approved and to wait to make a payment to see the trial payment plan. After speaking with a representative for over an hour I said Its fine I will make the payments and get caught up but can I lower my escrow payment as my escrow payment is higher than the principal and interest portion. I was then told I am represented by a lawyer and they can not help me. I said I am no longer represented by a lawyer as that was prior to you servicing my mortgage and the bankruptcy has been dismissed. After speaking to numerous representatives about my modification I am now being told they can not speak to me to help lower the escrow payment because I am represented by a lawyer. I was told to have the lawyer email XXXX with a letter saying they no longer represent me, this has been done more than once and they still are claiming I am represented by a lawyer and cant help me with my escrow. I called again yesterday XX/XX/XXXX spoke to a nice guy and he said they cant spread my escrow payment out over any additional months its currently spread over 8 months and I am asking for it to be spread out over 24 months. He put in a message to have my loan specialist call me back to speak with me further, XXXX XXXX has never called me back and there have been numerous messages left for her to speak with me starting back from the beginning of XXXX with the modification debacle. I was previous told they would spread out the negative escrow out up to 60 months, once the modification was rejected and I asked about the escrow being lowered they suddenly cant help and say I am represented by a lawyer. The lawyer has sent the requested email more than once ( I have proof because i was cc ; d on them ) and my escrow payment is {$1100.00} monthly and my principal/interest is {$1100.00} this is ridiculous honestly. I also have to worry about my credit because of this " modification '' they started and rejected which means i now I past due months. I didn't apply for a modification with Mr cooper/XXXX XXXXXXXX I was told the modification with XXXX XXXX XXXX would just transfer over.
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04/14/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My mortgage was transferred from XXXX XXXX Mortgage to Mr. Cooper automatically ( I had no say in the matter ) on XX/XX/2018. I have never had a problem with XXXX and all my payments were always paid on time and in full. I was informed that this transfer would be like when you first obtain a mortgage and that the first payment ( to Mr. Cooper ) would be due 60 days from the transfer date ( XX/XX/2018 ). A week before the payment due date I set up my new online account with Mr. Cooper and noticed the account said I had a past due balance. I called in for an explanation and Mr. Cooper told me that I had been previously misinformed and they expected no gap in payment on the same day the loan had been transferred to them. I felt frustrated with the situation and lied to about the transfer and due date but asked Mr. Cooper if I could correct the situation by bringing my balance current and without any late payments or penalties reflected onmy credit report by paying for the first 60 days as well as the upcoming month ( XX/XX/2018 ). Mr. Cooper agreed to this compromise and told me to pay this total balance ( just under {$3000.00} XXXX by the end of XX/XX/2018. Mid XXXX I called in to pay the full balance agreed upon and the representative informed me that I had been selected to refinance my loan from a 30 year term to a 40 year term and that I need not pay the full balance today because they would just calculate that into my new 40 year term. I asked for clarification and explanation as to why this was being offered. The representative said that is was an offer only granted to customers with a good payment history and credit ( I had both ). I asked whether their would be anything negative on my credit report for the previous 60 day misunderstand or anything negative for having a 40 year mortgage term. The representative assured me that nothing at all would be reported on my credit report and that this was a positive thing to do. The representative said I would receive paperwork regarding it and in the mean time my account reflected paid and current and they would expect my first payment to Mr. Cooper due on XX/XX/2018.
Weeks later when I received the paperwork it was not at all how the representative had presented it to me on the phone and was not a deal I wanted to be apart of. I did not sign any of it. On XX/XX/2018 I called in to make a payment however and was told that the full balance due was {$300.00} less that my monthly payment had previously been. I questioned it and was told that I had automatically been enrolled in the program even though I had not signed any of the paperwork. Worried, I then had my credit report pulled and found that it showed that I was seriously delinquent and that damage had been done by being in this new mortgage program even though I had not authorized it. I called in to Mr. Cooper several times in the months following asking for this to be changed as I never signed for it and asking for it to be removed from my credit report, They refused to change anything on my mortgage payment plan or status but insisted that they had never reported anything on my credit report even when I had the report in hand.
Mr. Cooper illegally scams customers and makes changes to mortgages without authorization.
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12/14/2023 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
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- Applying for a mortgage or refinancing an existing mortgage
- Negative impact of inaccurate appraisal
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Web |
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To whom it may concern.
On XX/XX/XXXX, I received a marketing call from my mortgage company. I was driving home from work, and took the call. The gentleman, I believe his name was XXXX, proceeded to ask me if I was interested in refinancing my home. I quickly responded to him that I refinanced a few years ago, when rates dropped, and cut into a 15 year mortgage from a 30 yr. He immediately responded if I had any home improvement projects I was looking to do and if I ever thought of home equity line of credit. Informed I have over $ XXXX in equity. He captured my interest, and I proceeded to he adamantly informed him, I was not interested in a refi, but would potentially be in home line of credit for some new windows. He placed me on hold and advised he would transfer me to a rep who would wrap it up.
I was warm transferred to XXXX XXXX.
XXXX XXXX Mortgage Professional | NMLS # XXXX The gentleman proceeded to transfer informing XXXX I was contacted and why I was being transferred. I reiterated I was not interested in a refi AT ALL and only interested in home equity line of credit. XXXX and I continued the discussion, I was clear I was only interested in line or credit, and refi was not an option. I did not need the money, but did need new windows and line of credit to get completed sounded like a great option as it was presented to me. This was made clear to XXXX. I am not interested in a Refi. While I was on my way home, I did let XXXX know I would be going through a bad area and potentially lose service, in which not long after I did.
XXXX sent me his contact info, and I informed him to move forward with the line of credit.
I make over $ XXXX and my credit score is currently between XXXX depending on bureau. I pride on my credit score and do not apply for items that impact my score lightly since going through a tough time in XXXX and working so hard to build back. With this, I was not concerned with being approved, it was a complete for me.
The following day I received a call from XXXX who informed me that he didnt realize my state of NJ, and with your equity you need to take a minimum of I believe he said XXXX, leave another amount, cant take max , and a few other calculations, and as a result, there was not enough out of $ XXXX for the minimum in NJ- this is after my credit was ran. He then proceeded to ask me if I wanted to refinance. Not happy was an understatement. I again told him I was clear and had no interest in refinancing and did not authorize him to run my credit for a refi.
As a mortgage company, I believe this diligence should have been completed prior to running my credit, and even before we proceeded down the path, as they should be aware of the rules and regulations. In addition, they contracted me. They have my information, my equity, they should have know what was/ was not available before impacting me as a consumer and impacting my credit score with this unnecessary inquiry. I feel this is a deceptive practice and they were more interested in trying to get me to refinance than listening to my request and feedback. Prior to running my credit, there should have been diligence completed to know what was/ was not available or an option. Not run my credit, then realize, ooooh. Which is how it was.
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03/27/2019 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
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Web |
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My wife and I were discharged from our chapter XXXX bankruptcy which included a reaffirmation agreement for our home mortgage in XX/XX/XXXX. We noticed that in XX/XX/XXXX, our mortgage company Mr. Cooper stopped reporting our payments to all 3 credit bureaus so we questioned our Bankruptcy Lawyer, and their status was changed to " discharged in chapter XXXX bankruptcy '' even though it wasn't. They told us that yes, our bankruptcy was XXXX in XX/XX/XXXX but our Trustee was still dispersing our tax money to creditors at that time so our file was still open but he had just finished so it was closing and Mr. Cooper would need to begin reporting and backdate. Well by XX/XX/XXXX, Mr. Cooper still wasnt reporting and I had already filed disputes with the credit bureaus about it on XX/XX/XXXX and given case number XXXX with XXXX and XXXX with XXXX ( XX/XX/XXXX. ) On XX/XX/XXXX, they came back saying it was accurate information being supplied by Mr. Cooper ( Mr. Cooper was reporting that my account was reporting our account as closed and discharged in chapter XXXX. ) I disputed a second time and attached a copy of our reaffirmation agreement explaining that it was NOT included in the bankruptcy and that it needed to be updated as open and current. XXXX promptly deleted the entire account from my credit report. XXXX eventually updated the status to reflect our account as open and current, but doesn't show any payments made in XX/XX/XXXX. I emailed Mr. Cooper on XX/XX/XXXX with a copy of our reaffirmation agreement demanding they update our credit reports to reflect open and current as it has almost been a year and they are in violation of the Fair Credit Reporting Act. On XX/XX/XXXX, I spoke to XXXX from Mr. Cooper who assured me it would be fixed within a week and to call back on that following Friday ( XX/XX/XXXX. ) She marked our file Urgent. On XX/XX/XXXX we received online communication from Mr. Cooper thanking us for the phone inquiry on XX/XX/XXXX and to allow them 30 days to investigate. Seriously? They just bought themselves even more time??? I called back a week later and spoke to XXXX, who told me marking it urgent meant nothing and that they would get to it when they get to it. He also told me they were still working on it and it could take up to the month starting from the XX/XX/XXXX when I called initially. No mention of the XX/XX/XXXX when I emailed. Not cool Mr. Cooper. How about when my lawyers initially contacted in XX/XX/XXXX? Or the reaffirmation agreement in XX/XX/XXXX? Everytime I call them or email them, they extend the waiting period an extra 30 days. I called XXXX and questioned them deleting Mr. Cooper from my credit report instead of fixing it. They said that's their policy and they won't fix it until Mr. Cooper tells them to. Mr. Cooper keeps giving me the run around. I have a reaffirmation agreement that should have allowed it to remain on my credit report with payments being updated! We are terrified to contact Mr. Cooper to fix this because they just keep adding more time to their " research '' and it never gets fixed, meanwhile it has almost been a year since our bankruptcy discharged and they arent reporting our mortgage payments to our credit and it doesnt even appear on my XXXX! Please help!!!
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06/29/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I closed on a refinance loan with XXXX XXXX in XX/XX/XXXX ( using XXXX XXXX as a closing company ). At the time of closing, the escrow account was set up correctly ( see attached escrow account disclosure and final closing disclosure ). As part of the closing costs, I paid the entirety of my XXXX property tax, half to be paid by the settlement agent XXXX XXXX ( see closing disclosure line F04 ) and half to be held in escrow and paid in XX/XX/XXXX ( see closing disclosure G03 ). The first payment of my semiannual property tax was paid by my prior mortgage company, as the date was so close to XX/XX/XXXX ( the due date for the first payment of the semiannual tax payment ), and XXXX XXXX promptly refunded that portion of the closing costs.
In XX/XX/XXXX the loan was purchased by XXXX and the loan servicing was transferred to Mr. Cooper. At the time of transfer, Mr. Cooper incorrectly set up the escrow account as having the property tax paid annually, despite several factors to the contrary : 1 ) the escrow account was set up correctly at closing for semi-annual payment ( see attached escrow account disclosure ) ; 2 ) the closing disclosure clearly identifies the property tax as being paid semiannually ( see attached final closing disclosure line F04 ) ; 3 ) the second installment of the XXXX taxes was paid into escrow at the time of closing ( see attached final closing disclosure line G03 ) ; 4 ) if the entire property tax had been paid in one annual installment in XX/XX/XXXX, as Mr. Cooper claims they believed, then the balance in the escrow account would have exceeded that legally allowed by RESPA by {$2200.00} ( see escrow account disclosure, total annual disbursement XXXX, cushion of XXXX, lowest balance in XXXX is XXXX excess ).
With the property tax incorrectly set up for annual rather than semi-annual payments from the escrow account, Mr Cooper failed to make the second payment for my XXXX property tax. After I informed them of the custodial failure in XX/XX/XXXX, they finally made the second payment in XX/XX/XXXX.
This custodial failure on the part of Mr. Cooper caused my itemized deductions for XXXX to decrease by the amount of the second semiannual property tax payment ( XXXX ), which they failed to pay timely. This did not affect my federal income tax liability due to the {$10000.00} limitation on the federal deduction for state and local taxes. It did, however, increase my personal income tax liability with the State of Maryland by {$280.00} ( full details available on request ), an amount which I paid on XX/XX/XXXX when I filed my personal income taxes with the State of MD using the XXXX program.
Despite several requests, Mr. Cooper has declined to reimburse me for this direct financial hardship of {$280.00} which was caused by their negligent custody of the escrow account. They have made several false claims regarding this situation, including that the error was from the prior servicer ( see escrow account disclosure clearly showing semiannual property tax payments ) and that I need " to dispute the state income tax liability with the agency, as its a state income and we do not handle that. '' They have declined to adjust my XXXX so that I could rightly claim the tax that I paid in calendar year XXXX.
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04/24/2019 |
Yes |
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Web |
Servicemember |
To whom it may concern, I am writing to let you know that my husband and I have been nothing but problems with your company, Since your company Mr. Cooper bought us out from our old mortgage. Since we been with your company and it has been nothing from lies to lies always getting the run around being keep on hold for more then half hour then disconnect our calls, taking money out the account without our permission. Like starting on XX/XX/XXXX we contact your company from Mr. Cooper about our papers work and for over a week we were getting told they havent received our paper work and we were calling everyday as we were told by someone different but very funny how your company had our bank information and took a payment but didnt have the full paper work, then on XX/XX/XXXX again we call Mr. Cooper to cancel our direct with draw payments for XX/XX/XXXX not to take payment and as they state they said they will cancel the withdraws and what happen on XX/XX/XXXX they took our payments as we were closing with another company and we state that to them and needed that payment, so my husband and I was call back every day for 2 weeks and stated they will refund the money even speaking to supervisors and nothing was being done so we had to get our bank involved stating the company took the money without our permission which it took 24 to get refund after all the calling the company, So if your company says everything is being recording why dont you check all your calls from my husband and I starting XX/XX/XXXX it seems like your company have nothing but working people that dont know their jobs or like to lie and every day we were getting lies after lies and dont want to return the refund our money. As on XX/XX/XXXX we close and the loan was Paid in full {$220000.00} we got a letter from your company that our escrow is {$3500.00} with the proof on more then one statements, we also got letter prior to the closing that our escrow is was that amount so we have all the proof from the documents. On XX/XX/XXXX your company send a part portion {$2500.00} and it was short so your company of owe us {$1000.00} and we try to contact on Friday XX/XX/XXXX at XXXX XXXX and again with lies and stating they cant reach the loan department and they its the cooperate office and and that they didnt get paid in full, or that the had to pay insurance so every time we told them the truth they come up with different excuses and we have the paper works to prove it. All I am stating I will be contacting my lawyer and sue your company for fraud. We are tried of Mr. Cooper company stealing money that dont belong to them so if you want look into out account number and address and you can see the full escrow that owe to us and that our new mortgage paid your company in full. We would like our refund of {$1000.00} within a week from this letter which I will have it certified from the post office so your company cant say it wasnt received or I will contact my lawyer for further actions and will contact XXXX ( XXXX XXXX XXXX ). My husband and I will not reach the company no more as they refuse to help or gives us our refund.
Mr. XXXX and XXXX XXXX Loan # XXXX XXXX XXXX XXXX XXXX NJ XXXX Escrow {$3500.00} Refund XX/XX/XXXX {$2500.00} Balance owe {$1000.00} XXXX
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08/03/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My husband and I refinanced our home at the end of XXXX to get a lower interest rate. XXXX XXXX Mortgage was the bank that owned the loan after our refinance. The first mortgage payment ( after the refi ) was due on XX/XX/XXXX. I made that payment to XXXX XXXX Bank. On XX/XX/XXXX, I made the payment that was due XX/XX/XXXX. Unbeknownst to me, on XX/XX/XXXX, XXXX XXXX XXXX transferred our loan to Mr. Cooper.
Mr. Cooper currently claims we are two months behind on our mortgage payments. I first became aware of the problem on XX/XX/XXXX, when I noticed my mortgage statement had a late fee on it and said we owed double our mortgage amount. I emailed Mr. Cooper immediately and called them the next day. On XX/XX/XXXX, I spoke to XXXX XXXX at Mr. Cooper. He explained that they did not have the payment from XX/XX/XXXX, and that it showed that my XXXX payment was not paid until XX/XX/XXXX. Since I made both payments before my loan was transferred, he asked that I email my bank statements proving that I paid both of those payments to XXXXXXXX XXXX XXXX. On XX/XX/XXXX, I emailed Mr. Coopers research department explaining the issue and attached my bank statements. I later received a letter in the mail stating there was no error found and the investigation was closed. I called Mr. Cooper back and explained the issue again and they said that XXXX XXXX XXXX did not transfer the XX/XX/XXXX payment and that I needed to contact XXXX XXXX Bank and ask them to transfer the money to resolve the issue. I followed up with XXXX XXXX XXXX and I was informed that Mr. Cooper was not owed the XX/XX/XXXX payment because they took over the loan less that payment. For reference, our refinance loan amount was {$370000.00} on XX/XX/XXXX we paid {$2000.00} ( {$1200.00} went to the principal and {$74000.00} went to interest ). When Mr. Cooper took over the loan, the amount was {$370000.00}. On XX/XX/XXXX, I explained all this to XXXX at Mr. Coopers Texas call center and XXXX XXXX at Mr. Coopers Arizona call center. I was asked to resend my bank statements and I also included my XXXX XXXX XXXX payment history statement. The next day, on XX/XX/XXXX, I spoke to XXXX at the Arizona call center ; he attempted to get me in contact with a manager, but I never spoke to a manager. I called back about an hour later and spoke to XXXX. XXXX seemed to understand and see the problem ; she said that it would take 5 business days or less for a resolution to be reflected on my account. On XX/XX/XXXX, I received an email from Mr. Cooper stating that I owed XXXX and XXXX payments plus late fees. I have already made both of these payments and now our credit scores are in jeopardy because of their incompetence. I called Mr. Cooper immediately after reading the email ; I spoke to XXXX in Texas. XXXX informed me that it now showed that I was behind two months of payments regardless of the fact that I have made all my payments and I have proof of all payments. XXXX said that he would send my paperwork to the research department and it would take 10 to 15 business days before it will be resolved. I have provided Mr. Cooper with my backup paperwork twice proving that we have not missed a payment. It has been over a month and the problem has gotten worse rather than better.
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12/08/2020 |
Yes |
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- Trouble during payment process
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Web |
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This complaint is against Mr. Cooper dba Nationstar Mortgage, who settled a $ XXXX with a multi-state and CFPB joint investigation for improprieties in their mortgage servicing. This practice has not been resolved, and I am currently being mishandled by Mr. Cooper. See below for details.
On XX/XX/2020 I was approved for an FHA Partial Claim. The terms of the claim required FHA to advance funds to cover the contractual mortgage payments from XXXX, for a total amount of {$10000.00}. The terms stated that I would resume my normal monthly payments on XX/XX/2020. When this was first approved I explained to my SPOC that approved a modification, then making a new payment due within 5 business days is beyond irresponsible, however, I couldn't change that, therefore, I conceded and signed the agreement. The XXXX claimed that the decision was made by FHA, not Mr. Cooper.
I was informed that it took 30 days to process and finalize the modification to the loan so that my loan was reporting correctly. I waited until XX/XX/2020 to make my first payment, which I was unable to do online, but had to call in to complete this. At no point in my discussions with various representatives, did they inform me that I should not make my payment until the modification ( partial claim ) was finalized. So I waited ... I didn't trust the servicer to handle this correctly but I also did not want negative credit reporting to impact my wife, who is also on the loan, despite reps saying there were no credit reporting. I had zero confidence in this statement because previously when I contacted the servicer about a partial claim, none of the reps they employ in loss mitigation even knew what I was talking about. I had to explain to them what a mortgagee letter was ... unacceptable.
Fast forward to XXXX. The partial claim was " booked '' and my account with Mr. Cooper showed I was due for the XXXX payment ... Come to find out, when I made that payment, and specified that this payment is for the XXXX payment per our agreement, they posted this payment to the XX/XX/2020 payment from the arrears. This action violates CFPB 's payment processing laws, and also invalidates the promissory note I signed with HUD because the amount of the funds advanced and listed on the note now is inaccurate by {$2300.00} ( my mortgage payment ).
Action requested : I have asked the servicer to correct my payment application, and have my account reflect that I am only due for the XX/XX/2020 payment, which is accurate. They have since responded that they were able to do what they did and will not correct anything discussed above. I've been harmed from the moment I applied for loss mitigation options. I've spent 20+ hours trying to even get the partial claim, and now fighting their improper servicing practices. This is exactly why they were sued and settled with the CFPB. I am aware that this complaint will just be forwarded to the servicer to respond and they will just reference the last response they gave to me, but I am hopeful this will actually appear on someone's radar at the CFPB and will actually help me resolve this.
Once resolved, I would ask that the servicer provide monetary compensation for the harm they have caused me trying to get my mortgage corrected.
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09/10/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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CFPB 's decision to close case # XXXX, based on Mr. Cooper 's response is in direct violation of CFPB 's own ruling, ************************************************ BUREAU OF CONSUMER FINANCIAL PROTECTION 12 CFR Part 1002 [ Docket No. XXXX ] XXXX XXXX " Disclosure and Delivery Requirements for Copies of Appraisals and Other Written Valuations Under the Equal Credit Opportunity Act ( Regulation B ) '' *** I draw your attention to pages 2, 23 and 27-28 : *************************************************************************************************** Page 2 : " Require creditors to notify applicants within three business days of receiving an application of their right to receive a copy of appraisals developed. Require creditors to provide applicants a copy of each appraisal and other written valuation promptly upon its completion or three business days before consummation ( for closed-end credit ) or account opening ( for open-end credit ), whichever is earlier. '' ************************************************************************************************** Page 23 : " reference to the existing provisions of Regulation B.32 To the extent a loss mitigation transaction is covered by Regulation B, the transaction is covered by the final rule, including its requirement of providing copies of appraisals and other written valuations. Consumers generally will benefit from receiving information about the value of their dwelling, both in the context of making a decision about the loss mitigation transaction and also in detecting potential discrimination, consistent with the purposes of ECOA. The Bureau believes these benefits outweigh the cost to the creditor of providing copies of documentation that the creditor already has received. For the reasons discussed in the Bureaus analysis under section 1022 ( b ) below, the Bureau believes the per-loan cost of providing copies of these materials is modest, and they will often be provided in electronic form. The Bureau is therefore not exercising its exception authority to exempt loss '' ************************************************************************************************** Pages 27-28 : " reference to the existing provisions of Regulation B.32 To the extent a loss mitigation transaction is covered by Regulation B, the transaction is covered by the final rule, including its requirement of providing copies of appraisals and other written valuations. Consumers generally will benefit from receiving information about the value of their dwelling, both in the context of making a decision about the loss mitigation transaction and also in detecting potential discrimination, consistent with the purposes of ECOA.
The Bureau believes these benefits outweigh the cost to the creditor of providing copies of documentation that the creditor already has received. For the reasons discussed in the Bureaus analysis under section 1022 ( b ) below, the Bureau believes the per-loan cost of providing copies of these materials is modest, and they will often be provided in electronic form. The Bureau is therefore not exercising its exception authority to exempt loss '' Based on this regulation, the CFPB should not abide by or condone Mr. Cooper 's decision to again deny us the report.
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04/09/2021 |
Yes |
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- Trouble during payment process
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Web |
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Closed on Home in XXXX. Made payments on time for 1 year and decided to do an FHA Streamline Modification in XX/XX/XXXX. Called my lender Mr. Cooper and was offered a lower interest rate and given an estimate of what the payments would be and an offer to lower the interest rate. After reviewing the disclosure sent by the loan officer, there were several discrepancies with the property taxes. The taxes on the property were significantly lower for the previous owner because of her age and other discounts. I confirmed with them the estimated amount of taxes for the year and they sent it to underwriting and re worked it to account for the higher tax amount. I then was sent a revised copy of the closing disclosure and agreed to the changes that were made. I was told the closing cost were rolled into the new loan so only a small amount to pay the lawyer was required for cash to close.I closed on XXXX. I was advised the cash needed to close was XXXX to which I paid by personal check directly to the lawyer in my living room.
My mortgage payment was lowered from {$1700.00} per month to {$1300.00} a month and my interest rate changed from 4.2 % to 2.75 %. This was exactly what I agreed to, understood and wanted.
In XXXX I received an escrow statement advising me that I had a shortage and that from XX/XX/XXXX going forward my mortgage payment would now be {$1900.00}. The amount was for taxes and fees etc. I couldnt understand how I had a shortage when I had funds in my escrow account prior to the refi, the lender sent me a check back for overages in the amount of XXXX and for 6 months I was paying {$1300.00} as agreed. I called Mr. Cooper and spoke to someone in the escrow department who advised me that the reason why there was a shortage was because the closing costs and other fees that I was told would be rolled into the loan were actually taken from the escrow account and now even after the modification there was no way I would be able to pay the amount I agreed and have been paying which was {$1300.00}. She advised I would need to either pay the negative balance causing the shortage in full or pay the higher monthly rate of {$1900.00} ... she then also advised that the lowest amount my mortgage payment would be is {$1500.00}. even with a lower interest rate based on the taxes. I then called my loan officer and explained all of this to him to which he said I should have never been told that and it wasnt true, but after I was told, I reviewed my closing disclosure and I saw where the figure was added to the cost of the loan even and the taxes etc. I was then told I would be contacted by a manager. I recieved a call from a manager who basically stated there were mistakes made and he would " try '' to get Mr. Cooper to fix the issues by meeting me half way, which I feel like is completely unreasonable because everything piece of paperwork I have completely supports what I agreed to and is contrary to what they said. How can you take money from my escrow account and use it to pay yourself ( because it all went to fees ) and then add when the taxes need to be paid and you have XXXX my escrow account now I have to hundreds of dollars more per month to cover it. Isnt that double dipping?. I am very unhappy with Mr. Cooper.
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04/24/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Hello, In XX/XX/XXXX My husband and I were experiencing financial problems due to loss of income. I reached out to XXXX XXXX XXXX XXXX in XX/XX/XXXX. I was then Two months behind on my Mortgage. I was able to receive funds from XXXX XXXX XXXX Ohio that would pay my Mortgage Company XXXX the two months in rears and make my Mortgage payments until XXXX of XXXX. In XXXX of XXXX XXXX sold our Loan to RIGHTPATH AKA NATIONSTAR Mortgage Company. I started to receive Mortgage Statements from RIGHTPATH In XXXX stating that I was past due on my account. At the time I did not think anything of it, I just thought that the Funding from XXXX XXXX XXXX had not been applied to RIGHTPATH and that it would eventually be caught up. I keep receiving past due statements. The second week in XXXX I contacted XXXX XXXX XXXX XXXX and told them the Mortgage was sold. They instructed me to send them the Good bye letter from XXXX and the Welcome letter from RIGHTPATH. The person I spoke to said to do this immediately or else it could be Months before it would be resolved. I sent these two items immediately along with RIGHTPATHS latest Mortgage Statement. A month went by and RIGHTPATH was still not receiving the funds from XXXX. I did a three way call with XXXX and RIGHTPATH in XXXX. I explained everything to them I was assured by the agent at RIGHTPATH that they were going to Straighten everything out. In XXXX I called RIGHTPATH to make my regular mortgage payment and I am unable to do so because RIGHTPATH is telling me they never received the Federal Funds from XXXX and that my Mortgage is {$8000.00} behind. They gave me a name of a Dedicated Loan Specialist that was handling my account and told me that she would call me. She never called me. I keep calling RIGHTPATH in XXXX and XXXX and I ask them if they received the money from XXXX? No, they said we have no record of any transfers. The gave me the name of another Dedicated Loan Specialist ( XXXX XXXX ) he was suppose to call me the following Monday and never did. Now I'm getting upset and call RIGHTPATH in beginning of XXXX and expressed my anger, they tell me there sending a EMAIL to XXXX and he will call you Monday. Its now XX/XX/XXXX XXXX has not contacted me and I received a Letter from Mr. Cooper ( A sister Company ) stating my loan has been referred for foreclosure. So today I called the Consumer Finance Protection Agency and spoke to an Advocate, her and I did a three way call to XXXX to find out when they sent the funds to RIGHTPATH. The rep at XXXX had to get with Acquisitions and Transfer team to research when funds were sent and write an internal E-mail to RIGHTPATH. I was told by XXXX XXXX XXXX that I will be helped in the order I was received and that the only way I would get priority is when our house would go to Sherriff Sale, only then would I become a priority. So in closing, I have been making numerous phone calls to all three parties involved, I am ready to resume my monthly payments and have XXXX, XXXX and XXXX payments saved. I think that RIGHTPATH should be the ones trying to find these missing funds instead of me, also XXXX XXXX XXXX should not put consumers in this situation where they are at risk of losing there home and destroying our credit. Thank you
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10/27/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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In XX/XX/2021, my mortgage was transferred to Mr. Cooper, Nationstar mortgage co.
I received correspondence from Mr. Cooper that a loan payment was due on XXXX XXXX.
I set up an online bill pay through XXXX to pay my mortgage payment. My bank drafted a payment to Nationstar Mortgage co. on XXXX XXXX to pay the XX/XX/2021 loan payment in the amount of {$1000.00}. In XXXX I got notification that my loan was late and that the company was accessing a late fee on my loan.
I contacted the company they refunded the late payment and my next loan payment drafted out of my account XXXX XXXX, this was to make my XX/XX/2021 loan payment.
In XXXX I had yet another late fee, I contacted customer service, the fee was reversed, and on XXXX XXXX and XX/XX/2021 additional payments were drafted from my XXXX XXXX Account.
I realized after several calls to customer service, talking to the escalation dept, and referred to the " research dept '', that Nationstar had not credited the XX/XX/XXXX, payment to my loan. In fact they claim they can not located the money.
After several more calls to customer service and several scripted letters from my new loan company, I submitted the requested documentation to prove that the payment in XXXX, was drafted, cleared my account and paid to Nationstar. I contacted my bank and got the electronic confirmation code for the payment. My bank verified that the payment cleared my account, went to payee Nationstar at the address of XXXX XXXX XXXX XXXX, Texas. I submitted bank statements for 2 months, and the electronic confirmation code as requested by Nationstar.
The mortgage company is now requesting more documentation, including a paper copy of the electronic transmission from my bank, and has said they can not locate my money. I am getting the run around, and this is a classic stall tactic.
We have been exchanging letters and documents for months. My loan is only 3 months old with this company, and this has gone on long enough. They insist on giving me the same letter, over and over, with no resolution. This is the opposite of customer service, in fact it is the worst customer service.
I have surmised that the 1st payment in XXXX went to Nationstar before my loan account was set up, therefore I did not have a loan number to attach to the first payment. I am quite sure that my payment is in a general fund with the company, and they will not involve themselves to investigate this beyond telling me that my loan is current. I know that, I pay it.
I have all my documentation to provide to you, and now I have put in an in a request with my bank, to provide detailed information to Nationstar, since Nationstar had the audacity to blame it on my bank.
The bottom line in all this is that Nationstar has the proof that the money was deducted from my account and paid to them. I want my {$1000.00} refunded to me, now, not after more excuses and redundant letters.
They are holding my money, and will not refund it to me, this must be rectified.
I am hoping that you will be able to help me in the refund of my money. I also have great concern for the lack urgency and poor customer service, from this company. If they treat a new client like this what will they do in the future?
Thank you.
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10/21/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
Older American |
My name is XXXX XXXX I have a loan mortgage with mr Cooper dba nationstar. I fell behind 1 payment I called mr. Cooper on XX/XX/19 to advise them I schedule the payment using their online service the rep asked me why I was late I told him, he said we can help you and put you on a repayment plan I said well I have the payment scheduled I. Your system he looked And said I see it in order to make sure you stop the calls we need a payment plan I hung up, the next day there was a payment plan on my account and they deleted my schedule payment and didnt allow me to make a regular payment. I paid the payment so would be caught up I was only 1 payment late when I did this, fast forward to XX/XX/XXXX, I paid the second payment although it was higher then my reguLar payment and I told them that I cant pay this high payment, they locked me out of my account not allowing me to make any payments now. I called multiple times and I was told my account has been paid although they took my payment and said that I am I a 12 day foreclosure state, I said asked when they served me there was no reply another person in loss mitigation. Said we sent out a demand letter in XX/XX/XXXX I said really who signed for it cause I didnt get a letter and why am in foreclosure without a notice she said no your not in foreclosure I said why did the last person say that she then said you havent made a payment since XX/XX/XXXX I said no thats not true I paid you XXXX and XXXX and XXXX dont you see it. She said I see no payments I then advise her to look again. She said no payments are here, I found a letter saying my money is in I applied suspension so I called back and advised her to look, there she said yes I see it I say why arent you applying my money to my loan she said well your in a forebearance e, I asked what that was and she explained I said I didnt agree to you holding my payment and. Not apply it, I said lady I am XXXX years old I have been up XXXX XXXX XXXX and crying episodes for 2 days trying to figure out what has happened to my payments and now your holding full payment in a account I ask for that who signed she couldnt tell me. I never asked for a forebeance account I didnt know what that was. I asked the. To apply my money to my loan there full payments, you cant hold them, she said by the XX/XX/XXXX they would proceed with a foreclosure I asked based on what she said Your payments arent applied and we wont apply them until I pay XX/XX/XXXX I replied XX/XX/XXXX is t due until the XX/XX/XXXX. I am very XXXX I didnt authorize this at all nobody told me if I called you would put my account in a status nobody told me they were doing forebeafance. I assume they took advantage of me due to my age and they are trying to take my house when payments are sitting in a unapplied status and there full payments I have medical issues and this has caused me great pain. I only owe for XX/XX/XXXX how can they foreclosure when Im 30 days late. Why are you threatening to take my home why are they harass g me when I only called to advise them my payments are scheduled, by did you put me on a plan I didnt ask for why have you locked me out of my mortgage account not allowing me to make my XX/XX/XXXX payment, why would they do this to a senior
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08/22/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
|
To whom is concerned, I hope this letter finds you well. I am writing to bring to your attention an unfortunate incident that occurred in which initially, I was under the impression had resulted in a delay in being able to make one of my most recent mortgage payments.
At the end of XXXX, an alert was received via credit monitoring reflecting 30 day missed payment. I immediately called Mr. Cooper, my mortgage loan provider, and spoke with a female representative who initially stated the account was current and she could not determine the cause of the credit monitoring alert. She stated she could provide me with a document to dispute said alert.
During this initial contact, I was reaching out to kindly request understanding and assistance in rectifying the situation and the representative was informed of the hardship and the unauthorized withdrawals from my XXXX XXXX account that may have impacted the inability to meet my financial obligations to include mortgage payments.
Again, female representative could not determine the reasoning behind the credit alert but indicated she was making the necessary documentation reflecting the call.
Following this conversation, frequent calls were made to rectify the situation as I was not initially informed that there was evidence as why account was reported as delinquent, document received by previous representative to dispute alert was not suffice, and I unfortunately experienced an unforeseen circumstance that was out of my control that caused additional financial burdens.
During my final contact with Mr. Cooper, I spoke with a male representative who stated he empathized with my situation.
The male representative provided me an email address to send documentation once received from XXXX XXXX bank reflecting bank fraud and an open claim because of unauthorized withdrawals causing the bank fraud ( multiple unsuccessful attempts were made to send to address provided once documents were received from XXXX XXXX which indicates additional inaccurate information has been provided to me.
The following message is received each time, Ive tried to submit to XXXX Sorry, we were unable to deliver your message to the following address. XXXX : No mx record found for domain=mr.cooper.com ) On XX/XX/2023, I was provided an additional alert from XXXX XXXX bank concluding their investigation and determining that Nationstar operating as Mr. Cooper was not impacted by the unauthorized withdrawals made on the account as the payment was processed prior to funds becoming inaccessible.
Copies of the bank transactional history involving Nationstar mortgage operating as Mr. Cooper, were provided showing all recent withdrawals.
Attached to this letter, you will find a screenshot of the bank statement provided by XXXX XXXX Bank, which indicates that the payment was received and processed by your company within the designated timeframe and payment to Mr. Cooper was not impacted by this hardship as I previously assumed, as funds were successfully withdrawn.
I kindly request that you investigate this matter and DELETE the erroneous late payments reporting on my credit reports, as the current late payment designation is adversely affecting my credit score and financial standing.
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05/24/2022 |
Yes |
- Mortgage
- Other type of mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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|
Web |
Older American, Servicemember |
Please forward this to XXXX XXXX , Mr. Copper, Customer Correspondence Sr. associates XXXX Address : XXXX XXXX XXXX XXXX Tx XXXX | Phone Number : XXXX Email : XXXX. It will make it much quicker and easier. Thank you.
I'm fully aware the NESARA/GESARA ( National Economic Security and Reformation Act ) has been initiated. I am a victim of Identity Theft and Fraud. Having stolen ALL of my personal information, an imposture applied for a cash out refinance with XXXX on my property for over {$900000.00}. It was approved. This imposture attended an alleged closing on XX/XX/XXXX. I was then notified by XXXX XXXXXXXX of a mortgage on my property. This mortgage was sold to XXXX Bank who then filed a Foreclosure Action against me. My counsel filed a Motion For Judgment on The Pleadings and was successful in having the case dismissed in XXXX. A technical win due to the fact that the Complaint was not " Verified ''. In XXXX XXXX Bank filed the exact same Foreclosure Complaint which was " Verified ''.
I have a hand writing/signature witness who analyzed the signatures on the Note and Mortgage from the alleged closing. He compared it with samples of my actual signatures for a time period from XXXX to present. His final report states that in his opinion, there is a 100 % probability that I DID NOT sign the Note and Mortgage at the alleged closing. A copy of his report is attached. I also have proof that I was not at the alleged closing, verified by Affidavits from two ( 2 ) individuals who will testify that I was with them in a different county other then the county where the alleged closing took place. A copy of their Affidavits are attached. Finally, I was in Ohio just prior to the alleged closing, visiting my Dad and a friend. To support the testimony of the three ( 3 ) witnesses, I have attached a copy of my XXXX, XXXX desk calendar showing my whereabouts.
I have had to endure this for the past sixteen ( 16 ) years .... the stress, the financial hardship and as a result, health problems.
XXXX Bank has gone through at least seven ( 7 ) law firms and they have continued to drag this action out hoping I will give up. They have twisted my statements and tried every legal trick in the book to wear me down. My counsel has brilliantly defended every and all attempts to separate my from my home.
The Florida Supreme Court has handed down a mandate to the Lower Courts in Florida Courts to to quickly dispose of all foreclosure case by XXXX of this year ( XXXX ).
The Florida SC has stipulated that ALL foreclosure trials will be two ( 2 ) hour Non-Jury Trials. My case is not your run of the mill foreclosure case. This is identity theft and fraud which will require a 2-3 day jury trial. My counsel has tried every thing to no avail.
THIS IS WHY XXXX FLORIDA IS KNOW FOR HAVING THE MOST CORRUPT JUDICIAL SYSTEM IN THE UNITED STATES. The 15th Civil Circuit Court hare has reactivates old retired judges to handle all of thee foreclosure cases. All of these judges are outwardly known for their complete bias towards the Banks. My trial is scheduled for XX/XX/XXXX. I was headed into this mini trial with a win and my counsel has told me that I haven't a chance.
I could write volumes about this case but you have the basics.
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05/30/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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I am trying to sell a vacant lot that I paid cash for in XXXX. It sits next to the property I have a mortgage on. During a XXXX refi with XXXX, it was swept into the mortgage. I initialed the docs, but was unaware of the encumbrance. The loan went from XXXX to Nationstar to Mr Cooper ( sister companies ). I became aware that the lot was encumbered on XX/XX/XXXX when I was under contract to sell the parcel. The title company alerted me 12 days before closing that XXXX XXXX XXXX XXXX was in first position. I called XXXX and they stated that it was listed as an easement ( both are XXXX acres? ) and it could be fixed. They called several days later and said that Mr. Cooper would have to issue a Partial Release of Interest. Mr. Cooper is unwilling to provide the release because " it is part of the loan '' and because in have missed several payments. The lot should not be in the loan and I would have protested it immediately back in XXXX but Mr. Cooper entered the parcel into their data base just 12 days ago. For the last 37 months there has been no mention of XXXX on any statements or correspondence. It was not to be found on their website. During escrow analysis, only the parcel with my home on it was listed. The tax bills continued to be sent to me and I continued to pay them as I always have. Had I known that those companies would lay claim to the lot, I would've voided the refi or had it amended. Because the tax process stayed the same and there was no indication on website or statements, I had no reason to suspect wrongdoing. Mr. Cooper HAD NO IDEA THAT XXXX EXISTED for the first 37 months of the loan. They did not " service it '', as they contend. They became aware when I called to say that I paid cash and needed the release to sell it. Despite dozens of calls, it took 24 days for a manger to return my call. She recommended that I check with local hospitals for payment assistance. Also, I informed Mr. Cooper prior to missing the payments that I was unemployed, would miss the coming months but be completely caught up come the XX/XX/XXXX closing date with the sale of the lot. They made note and never once was I warned or informed about the late payments... but again, their employees wouldn't have known to warn me, because Mr. Cooper didn't have it in their system. They have taken only one action on XXXX... They have prevented me from selling a parcel I own outright. In doing so, they are throwing both parcels into foreclosure. Had I received the release in a timely fashion, the loan would've been msde current a month ago. The LTV WITHOUT the vacant lot is 36 %. The do not benefit from withholding or granting the release. I even offered to pay the {$15000.00} to get current but only if I received written assurance that I would receive the release within 5-10 business days. They refused the simple request. Had they been transparent at any point during the last 37 months, this could have been corrected prior to my listing it for sale.I had no idea Mr. Cooper could prevent this sale, and neither did they. But now they tell me " protocol '' prevents them from doing so. Had their " protocol '' not missed 37 months of tax payments and had they listed the parcel correctly, none of this would've gone foul.
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12/16/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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My previous mortgage company had started a loan modification with me in XXXX 2022, and trial payments were made in XXXX, XXXX, and XXXX. Before my loan modification was finalized, Rightpath XXXX took over my mortgage and I received a letter in XXXX stating that they were going to honor my loan modification. For several months, I tried calling rightpath every two weeks to see where they were at with my loan. I was told several times in XXXX that I had to sign paperwork and to keep checking the mail. Then in XXXX, I was told the same thing and it was added by one of their representatives that some loan transfers take a month or two. In XXXX, I had a HUD certified specialist help me work with rightpath and between XX/XX/XXXX and XX/XX/XXXX, I have made dozens of calls to them, half of those were conference calls with the specialist, and no one could tell us why my loan was going up so much. We finally were able to get my rightpath dedicated loan specialist, which was the first time Ive ever been able to reach her, on XX/XX/XXXX, and it was explained that it was escrow that the previous company didnt include. I requested that the documents be mailed and emailed to me because this was news to us, and I did not sign any documents with rightpath, and we got the amount that I would need to pay to stay 60 days behind. I paid this amount by the end of XXXX. I received a certified letter from rightpath towards the end of XXXX stating that I had until XX/XX/XXXX to pay the entire past due balance from XXXX to XXXX or face foreclosure. I again called rightpath to say that this was not possible because they raised my mortgage by {$600.00}, and couldnt explain why until XXXX. XX/XX/XXXX, we call to ask about spreading the new escrow over more months to help me pay the new amount and we were told that we had to request that by email to their customer relations dept, which I did as well as ccd my advisor on XX/XX/XXXX with no reply. XX/XX/XXXX, we called and asked about the email we sent and if there was any progress, was it received, etc. to which we were told there was no way to change the new mortgage amount and that there was nothing they could do. I was advised by my advisor to send this complaint as well as look into funding and legal resources offered in Washington, which I started immediately. My advisor has said that he has had a lot of clients that are having problems with rightpath and that mine have been by far the worst hes had to deal with. Sketchy answers from at least ten different representatives there and none ever matched, then when I asked what can I do while they figure out my loan transfer in order to make payments and not rack up fees, I was told I couldnt make any payments until this was finalized, and there would be no late fees. Now that they finalized this, which they are claiming has been finalized since XXXX and that I owe the entire past due plus late fees. This has been the worst loan servicing company that I have ever heard of and definitely ever experienced. My interest rate was decent from the previous company and rightpaths dishonesty makes me feel they are trying to force me to refinance or apply for a new loan modification with them. These kinds of shady dealings need stopped.
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11/20/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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Dear Sir or Madam - I am reaching out for assistance from the Consumer Financial Protection Bureau because I am having a very difficult time with the two companies who have serviced my mortgage. I have spent at least 5 hours on the phone with them trying to resolve the error, have sent follow up e-mails and I cant seem to get any one to actually help. The heart of the issues is I have made mortgage payments, the funds have cleared my bank, but they are not being shown as being paid against my mortgage.
On XX/XX/2019 I refinanced an existing mortgage with XXXX XXXX ( XXXX ). The total amount of the new mortgage was {$400000.00}. The First payment was due on XX/XX/2019. The company servicing the loan was XXXX XXXX XXXX.
I made payments to XXXX XXXX XXXX on XX/XX/2019 of {$10.00} and XX/XX/2019 of {$3200.00}. The details of these payments are shown in the XXXX billing statement from XXXX XXXX XXXX, see attached PDF XXXX XXXX XXXX - XX/XX/2019 Billing Statement. As additional support I have also attached my bank statement from XXXX showing the funds come out of my checking account, please refer to attachment Bank Statement.
Shortly after making these payments I received notification from XXXX XXXX XXXX that my loan would begin being serviced by Mr. Cooper effective XX/XX/2019. Please refer to the attached PDF XXXX XXXX XXXX - Notice of Mortgage Servicing Transfer. After receiving this notification I did a XXXX search for Mr Cooper and created an online account with them so I could access by information. After gaining online access to Mr. Cooper I noticed they were attempting to service my mortgage effective XX/XX/2019 about 22 days sooner than XXXX XXXX XXXX said it would. Please see attached PDF Mr. Cooper - Welcome Letter.
I received a statement from Mr. Cooper for XXXX, see pdf Mr. Cooper - XXXX Statement and it did not reflect the payments I made to XXXX XXXX XXXX on XXXX and XX/XX/XXXX. I reached out to Mr. Cooper and told them about the payments to XXXX XXXX XXXX, and provided my statement as support. I requested that they work with XXXX XXXX XXXX to have the funds transferred to them and update my account accordingly. The response I got to this request is in the attached PDF entitled Mr. Cooper - Written Response to Complaint XX/XX/2019. It basically states that they have no record of the payments and asked me to provide additional documentation to support my claim.
I have followed up with additional e-mails and have been on the phone with Mr. Cooper several times to discuss this issue. On two separate phone conversations with a Mr. Cooper representative we called XXXX XXXX XXXX and spoke with a representative together to confirm what I was saying was accurate. Despite this, they are yet to update my records reflecting all payments made. In addition, is seems that XXXX XXXX XXXX has failed to provide Mr. Cooper with all the records and funds associated with my mortgage.
I do not know what else I am suppose to do to get this straighten out. It is not fair the agents serving the mortgage changed hands and they are not properly coordinating with each other. They have my money and are not showing it as applied against my loan.
Please help me get this sorted out.
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11/23/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Public record information inaccurate
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Web |
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A new Mr Cooper Mortgage company, picks up said mortgages from fallen banks. Seterus is not a bank it was a serviced. And a crooked one at that. Aka XXXX.
What has happened here is that Mr. Cooper picks up the old modification paperwork that I used from XXXX. That I tried to modify in XXXX Even in a less pen-dens to enforce the modification I had already begun and wanted to affirm and continue. But then they wanted to switch it out for a very different one. Seterus Then representing XXXX XXXX XXXX XXXX was terminated in federal court along with my X husband XXXX XXXX ( see attached ) in fact it was because they altered the original mortgage docs. And also added the legal description in which it didnt have. They illegally assigned this bogus loan to me. This was not the loan that I had been a party to in XXXX. That was found to be null and void.
Recently I see a lien, and a mortgage with equifax mortgage solutions. Theyve got my old documents, and additional pages that are not my signature. And they appear to be modifying this loan for someone else. Using my equity.
Please do something, this is soo very wrong Ive been advocating for my home for over 12 years now. In which I was supposed to receive in my divorce settlement in XXXX. Mr XXXX XXXX is to blame for this constant nonsense. When his chapter XXXX attorney found no loan they created a new one and expect me to pay for him absconding with the equity.
I see Mr XXXX also received an amount of funds for excess asset forfeiture funds? In XXXX He probably received the title claim funds as well. I have received nothing and ate left destitute. Please Im nearly XXXX years old and are so disenheartened from the crime I find, Even XXXX township is involved. They state that I sold my home on XXXX XXXX XXXX in XXXX, in which I did not! Ive requested through a FOIA request the closing documents, and settlement statement. And they refuse to provide it.
Please look in to this and review your stipulation file no 2014-CFPB-0001 RESPA Act 12 U.S.C. 2607 and of course codified.
It appears that some good faith settlement occurred, however it appears that I was again overlooked for any funds, compensation, restitution, or rightful claim that I had.
You released respondence from all potential liability for violations, and end with giving any legal or equitable right remedy or claim to no one other then their successors in interest.
And many waivers added, most importantly the Last I. Any right to claim denial of due process.
Any right to claim denial of due process!
This is repugnant to the Constitution of the United States of America.! And that would make it null and void. Because not even the president, or your CO, or Mr XXXX of XXXX Mortgage has the right to deny our rights guaranteed us as as Americans.
Your conclusion of Law here may be what has stood in the way of my finding much needed Relief.
I would appreciate a concerted effort for the sake of Justice and myself to resolve this situation and make way for defending my rights under the law.
Sincerely Submitted and true as I have lived and toiled in it. Unfairly denied that which is mine, and refresh again once more in me the faith I had once in my Country.
XXXX XXXX XXXX dob XX/XX/XXXX
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03/29/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
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My mortgage was previously with XXXX XXXX and I had zero issues with them. In XXXX, they notified me my loan was transferring to Mr. Cooper XXXX XXXX XXXX XXXX and I should send my XXXX payment to them at XXXX XXXX XXXX, XXXX, TX XXXX. I had my XXXX mortgage payment sent to the new company and address as instructed through my XXXX XXXX XXXX online bill pay like I used to send my payments to XXXX. I can see an electronic image of the payment where it was deposited by the new company on XX/XX/XXXX but they still have not applied it to my account yet. I don't believe I received my first notification from the new company ( Mr. Cooper ) until around XX/XX/XXXX when I received a statement showing my payment had not been applied so I emailed the company on XX/XX/XXXX. After several of my emails were not responded to, I contacted the company by phone on XX/XX/XXXX and their representative, XXXX, contacted my bank with me on the phone to confirm the payment was sent, deposited on not returned. On XX/XX/XXXX, XXXX also had me email her supervisor, XXXX XXXX, the front and back electronic images of the check which I did on XX/XX/XXXX. On XX/XX/XXXX and XX/XX/XXXX I sent follow-up emails to inquire about the progress and XXXX replied XXXX XX/XX/XXXX that he called me three times ( though he did not leave a voicemail and would not provide the number he allegedly called from when I asked since I didn't have three missed calls in my call log ) and on XX/XX/XXXX stated he wouldn't help me any further until I provide him with my entire bank statement which I let him know seemed like an invasion of privacy but I did provide him with my entire bank statement on XX/XX/XXXX to try to resolve the issue. After XXXX didn't reply to several more of my emails asking what the status was, what other steps I could take and if anyone else there could help I called again on XX/XX/XXXX and another representative told me XXXX hadn't opened a case or logged my bank statement so I had to send electronic images of both checks ( my XXXX and now XXXX payment ) and my entire bank statement again. She opened up cases XXXX and XXXX for me and told me they should be resolved no later than XX/XX/XXXX. I called on XX/XX/XXXX and they said there had been no update but XXXX would contact me XX/XX/XXXX or XX/XX/XXXX at the latest which he did not. I have been calling almost every day since and no one can help me or transfer me to someone who can, they all say I have to wait for XXXX who doesn't respond to my emails or call me back. They have had my first payment since XX/XX/XXXX and still haven't applied it to my account yet. They confirmed with my bank the payment was sent, deposited and not returned and I sent them the requested electronic images of the check on XX/XX/XXXX. All the representatives have told me once my 60 " grace period '' ( even though I paid on time ) is up, I will be reported to the credit agencies and assessed late fees which they SHOULD be able to reverse. The amount of money I used to pay XXXX and what I know owe Mr. Cooper has also increased slightly which they say is a result of an escrow shortage but I have asked for documentation showing that at least three times which they have not provided either.
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06/24/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I received 2 documents from the City of XXXX in XXXX of XXXX, claiming that property taxes were owed for my house. I looked up my address on their website and confirmed that I had unpaid property taxes and late fees. I called the city to clarify what had happened. The previous owner had qualified for a tax exemption as a long term owner occupant, that I as a new homeowner didnt qualify for, and that it looks like XXXX ( my previous mortgage servicer ) may have paid the amount the old owner would have owed in taxes in XXXX & XXXX. On XX/XX/XXXX I emailed XXXX asking them to pay my property taxes. They said they would investigate.
I received a notice in XXXX that XXXX was selling my mortgage to a company called Mr. Cooper. I never received a response from XXXX relating to my taxes. So, I called XXXX customer service on XX/XX/XXXX. The customer service agent said that the issue was marked as resolved on their end. After the call on XX/XX/XXXX, I emailed XXXX again, asking them to pay my taxes and late fees. At this point there were {$300.00} in late fees.
I never received any response from XXXX.
My mortgage transferred to Mr. Cooper on XX/XX/XXXX. I called Mr. Cooper to notify them of the issue. The agent said there was a 7-day waiting period to setup my account, and to let them know again once my account was set up. I was told if there were any late fees, that would be billed to my previous loan servicer.
On XX/XX/XXXX, I sent Mr. Cooper a message through their online Message Center, letting them know about my unpaid property taxes, and about the now {$390.00} in interest, penalties and other fees that had now accrued. On XX/XX/XXXX, I received a response from Mr. Cooper saying that they received my response on XX/XX/XXXX.
On XX/XX/XXXX, Mr. Cooper paid {$3600.00} to the City of XXXX for overdue property taxes, which included late fees, when I had last checked. I did not check the balance XX/XX/XXXX, so the fees may have been higher at that point. The full amount was deducted from my escrow.
I contacted Mr. Cooper on XX/XX/XXXX, letting them know that they had deducted the late fees out of my escrow, and requested they add the {$470.00} back to my escrow account. I received a response on XX/XX/XXXX, where they are claiming I told XXXX that I was tax exempt ( I am not, and would not make such a claim ), and that the exemption was removed for XXXX. They said It is the homeowners responsibility to notify your mortgage servicer of any adjustments made to your taxes, so that anything due can be paid prior to them becoming delinquent, as your mortgage servicer is not notified by your taxing authority of any adjustments. I notified XXXX as soon as I found out taxes were due. No adjustments were made to my taxes, it looks like XXXX never looked at the bill the city should have sent them in XXXX, and paid an amount that the previous owner might have owed. Then I notified Mr. Cooper the same day they would allow me to.
On XX/XX/XXXX, I called Mr. Cooper, and spoke to a customer service rep. They could provide no help, but said that a supervisor would be calling me within 3 business days with more information. It is now 5 business days later, and I have not received a response.
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09/10/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I would like to request you look into NationStar LLC dba Mr. Cooper 's policy of cancelling private mortgage insurance. Even when there is no penalty for paying ahead on a mortgage they refuse to cancel the premium mortgage insurance until the scheduled amortization rate where it reaches 78 %.
Don't they have to automatically cancel it when that LTV is reached, regardless of when? Instead they say on their website that you can not move up the date at all without a request and an appraisal. And not just for 80 % but the 78 %.
Aren't they legally obligated to cancel the pmi as soon as 78 % LTT is reached regardless of it is earlier than scheduled with the length of the loan? There is no penalty on my mortgage for paying ahead so why should we have to pay for an appraisal even when reaching 78 %?
Here is the direct statement from their website : https : //www.mrcooper.com/XXXX HOW DO I REMOVE PRIVATE MORTGAGE INSURANCE ( PMI )?
... .Note that this projected date for automatic cancellation is fixed and cant be moved up. However, if you believe your loan qualifies for PMI cancellation before the projected date, you can submit a cancellation request.
You need at least 20 % equity in your home to request cancellation, and some other conditions may apply. Here are the main ones : Your loan must be current.
In the last twelve months, you cant have been more than thirty days late on any payment.
In the last twenty-four months, you cant have been more than sixty days late on any payment.
We may need to order a professional appraisal of your property to verify its current value. The appraisal needs to happen within ninety days of your PMI cancellation request.
To discuss your specific requirements for requesting PMI cancellation, please contact us.
You can send PMI cancellation requests to : Mr. Cooper Attn : Escrow Research XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, TX XXXX Cancellation requests by mail must include an explicit request to cancel PMI, your loan number, the date, and the signatures of all borrowers.
....
I am currently at 80 % with my loan and was considering whether to have an appraisal done or just continue paying down the loan when I found this out. To add further insult to injury of requiring an appraisal, they keep contacting me about the possibility of canceling PMI ( that is apparently the only way I can get out of it ).
They also send me multiple marketing pieces a month about how much my property is worth now and how I should refinance. If they are so sure the value has gone up why won't they cancel the pmi then?
I never chose this company as my mortgage company. They simply bought my mortgage after a few short months with my original mortgage company. It is my understanding this is not the practice of other mortgage companies.
Please let me know if they can legally withhold canceling the PMI once the LTV reaches 78 % simply because it was ahead of the original amortization schedule and if, we the consumers, who are trapped in this contractual relationship have any further recourse than paying hundreds of dollars to their cronies to be able to get something dropped that should be done automatically.
Thank you, XXXX XXXX XXXX XXXX XXXX
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01/22/2024 |
Yes |
- Debt or credit management
- Mortgage modification or foreclosure avoidance
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- Confusing or missing disclosures
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Web |
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I was laid off from XXXX XXXX in XXXX due to XXXX. I have been getting buy on little to nothing, and using my savings.This year I had a large payment come up, and my savings went down. I applied for the Homeowners assistance with the XXXX XXXX XXXX XXXX in XX/XX/XXXX. I noticed that I was not receiving responses in regard to this and called, only to find out it didnt go through online. So, I tried again and completed the application in XX/XX/XXXX. I was told that the XXXX XXXXXXXX XXXX XXXX ( XXXX ) was processing the applications, and I passed this info onto my lender. Meanwhile I am getting further and further behind on my mortgage, because I believed my request was being processed. In XX/XX/XXXX I found out that the XXXX had run out of money.
In XX/XX/XXXX ( I think it was around XX/XX/XXXX ) I talked to my lender Mr. Cooper and advised of the situation and asked for Repayment Assistance. The representative of Mr. Cooper advised that my Interest Rate of 3.75 % would remain. I was asked if I could afford my current mortgage payment of {$1900.00} going forward, and I said yes. So, I agreed to the option. She advised me that once approved paperwork would be sent for me to sign, and my first payment would be in XX/XX/XXXX. Again, she said my payments would remain the same at {$1900.00}. I called again in XXXX to check on the process and was advised that I was approved, and paperwork was being sent for me to sign. No one said anything about my interest rates or payments going up.
I just received the paperwork, and they are offering me an FHA Modification and partial claim, but my interest rate will now go up to 7.5 %. I was advised my interest rate would stay the same at 3.75 %. This will make my interest payments go from {$1300.00} to {$2400.00}. It doesnt take a genius to understand that raising the interest rate and payments up, when someone is already struggling, is not going to help or is it assistance. This is just making matters worse. Not to mention that Mr. Cooper is handling my paperwork, but my payments are going through XXXX. I advised that I could not do this, and I was originally advised that my interest rate would stay at 3.75 %. They told me I had to sign the offer and get the paperwork by XX/XX/XXXX, and I said I was not going to accept the 7.5 % interest, because they told me I would only be paying the 3.75 % interest rate. These calls were recorded, so please listen to the recordings.
This means that I will have to walk away from my home. The house next door sat vacant from XXXX until XX/XX/XXXX. In XXXX my daughter and XXXX child died leaving me her daughter to raise. Then XXXX XXXX laid me off knowing I was raising my granddaughter. I went to XXXX and obtained a XXXX XXXXXXXX XXXX, and Im still trying to keep my home, so my granddaughter has a stable home to grow up in.
Is this what the United States has come to? Raising interest rates so people lose their homes?
All Im asking for is for the Modification and partial claim, for a responsible resolution to incorporate missed mortgage payments into my current loan, and to keep my interest rate of 3.75 %, so I can afford to make my mortgage payments and keep my home, so I can raise my granddaughter.
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01/28/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
I received 2 insurance checks for damages done to my home during XXXX XXXX on XX/XX/XXXX. It was made payable to me and Nationstar Mortgage dba Mr. Cooper. The XXXX checks totaled {$70000.00}. I was told by Mr. Cooper 's Loss Draft Dept. that I needed to submit a claim process online in order to get their endorsement, and that I needed to submit the insurance XXXX 's report, and also to sign the Attestation and Indemnification Form and mail the check to the Loss Draft Dept. I would then receive a portion of the funds to begin repairs, To receive additional funds for repairs I would have to request an inspection from Mr. Cooper to see if repairs are being done to their satisfaction. I don't think this is right and fair, but I am doing my part in order that I may begin repairs. After completing steps 1 and 2 of the online process step XXXX was for Mr. Cooper to mail out a check for the initial portion of the insurance proceeds. Steps 1 and 2 were completed in XX/XX/XXXX. I waited patiently for Mr. Cooper to honor their part. Finally I gave up waiting and called the Loss Draft XXXX. A lady by the name of XXXX took my call on XX/XX/XXXX at XXXX. She took my information and stated that everything looked in order, but no check had been mailed to me. She apologized and stated that she didn't know why a check had not been mailed to me. I explained to her that I was very unhappy about this whole procedure and I knew there would be holdups and delays. She continued to apologize to me. Then it showed online that a {$40000.00} check was sent out on XX/XX/XXXX. I never received that check for $ XXXX XX/XX/XXXX I made another call to Mr. Cooper at XXXX. I talked to rep XXXX and explained my situation. I told her of my frustration with this process and Nationstar XXXX Mr. Cooper. She stated that a check was sent to my home, address verified, on XX/XX/XXXX at XXXX by XXXX XXXX dropped on the front porch. I told her that I have not received any package and that is why I am calling again. She said that I would have to track it with XXXX. I said, " no I'm not! '' " You all are going to find out what happened to that check and I am not going to be treated unfairly once again by Mr. Cooper, and at this point I am demanding all of my funds immediately! '' She put me on a long hold and came back and stated that they would have to put a stop payment on that check and that would be another 7 days at least and then a new check could be issued. I asked if someone would let me know the progress and she said I'll know when their stop payment process is complete. I asked to speak to a supervisor and was told that a supervisor would not be able to give me any different answers than she could. So again, I am at the mercy of the mortgage company, having to wait another 1-2 weeks before I can get started on repairs. In the meantime, I have to hope their isn't any windy storms because I have holes in my roof and water damage to my hardwood floors that came through the windows. I also have a 180 day window from the time of the storm, to ask for a recoverable depreciation from my insurance company once all repairs are done. XXXX XXXX occurred on XX/XX/XXXX, so it doesn't look like I'll make that deadline.
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02/10/2020 |
Yes |
- Mortgage
- Other type of mortgage
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- Struggling to pay mortgage
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Web |
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As of XX/XX/2004 I have received one letter and is intent to be a threat against me and my home, I am very shocked that I have received this letter as mr Cooper is aware of my situation and I abec barely spoken to representative on the loss mitigation department of mr coopers offices. I told them that it is my priority to keep my home and that I do intend to pay off my behind payments but I need a bit more time this has been an issue for the past 6 months or more. Mr Cooper is also aware that I was a victim of fraud as my checking account got hacked and some of the remaining amount has not yet been credited upon the investigation is not over yet and the bank is bank has help me out by giving me provisional credit so that I can get the funds that they had already issued me for the past 3 or 4 payments I have made already and that those months payment were done as I had received the provisional credit although I am concern that Im still 4 payment behind and I intend to get caught in a period of time. Hope tax season helps me a little to pay the difference or try to speed things up With the XXXX XXXX account used to make the payment and hustle things a bit faster it is out of my hands at this time and well you as a bank know that there is guidelines procedures that need to be processed and that this takes time.
I dont want any legal issues or problems as I do intend and it is my priority to keep my home it was never my intuyo fall behind on this payments but Im a victim of fraud and now experiencing this tough situation that I hope soon it ends and we can all work together and hope it ends soon as I do intend to get caught as soon as possible have all this miss understanding fix and solved but I need more time.
I am sick and tired of this fraudulent thing and sick of this situation!
It also makes me XXXX and very disappointing that mr Cooper wants to forecly home when I been asking them for help or alrleat for not time until this process is finished for all. Please be patience I ask my lender and my note holder the owner to be patience things will be better if we do things right. I understand that fees are always assessed to the account but I would like Mr. cooper to stop that as they are aware of my situation unfortunately Im Going to a bad moment and hope to resolve this issues ASAP.
It frustrates me and disappoints me that you are working with a company name XXXX XXXX XXXX XXXX XXXX and I Received this letter as a threat rather than them giving me an opportunity to walk this thru till the end and become current in a short period of time as is almost ending I ask to be pagando hang in there.
It is my priority to keep my home stop threatening me and work things out with me instead i believe that you have seen my effort as I have not stop stop making payment as I tried to get caught theres is always 2 payments behind. I want to keep the same modification currently on right now. Is just time that I need to get the funds from XXXX XXXX and for this mess and fraud to end as soon as possible. I worked very hard to get to where Im at right now but unfortunately I am a victim of frauds and because of this issue I ask me cooper to cooaperate with me and be patience.
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07/27/2020 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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Re : Mr. Cooper Covid Relief Forbearance / Gap in Credit Reporting Background Info : I am a small business owner, so in XXXX had to make several quick decisions with my business and personal finances in light of the shutdowns. Namely, this complaint case starts before the CARES Act was passed.
Sequence of Events : XX/XX/XXXX I called to inquire about Covid relief forbearance as I was waiting to see what relief the federal government would offer. When I spoke with an agent, I recall being clear about the risk forbearance poses to your credit score and was told there would be no negative reporting. We decided to opt-in XXXX We received a letter from Mr. Cooper dated XX/XX/XXXX that forbearance " may impact our ability to refinance. '' This disclosure was not clear to me from the call in mid-XXXX.
Mid-XXXX I received XXXX and XXXX disaster funds.
XX/XX/XXXX Forbearance period closed, so I called Mr. Cooper to discuss repayment. We could either pay the missing three months in full or distribute those payments over the upcoming three months ( XX/XX/XXXX ). Again, I asked about potential impacts to credit and was assured that opting into a repayment plan would have no negative impact on our credit report. Before Covid, we had been planning to refinance, so I asked to be transferred to Mr. Cooper 's refinancing department. I spoke with a loan officer and was informed that we would be unable to refinance for 12 months to the date of getting our account in good standing. The loan officer then explained that while there would be no negative reporting, there would be a gap in our credit history that is viewed negatively by lenders.
XX/XX/XXXX We called for further clarification and to finalize our repayment options. We asked to open an escalation case to have the XXXX phonecall reviewed to see if the proper disclosures were read to me before I proceeded with forbearance. We were told that we would receive a callback either before or shortly after the Fourth of XXXX holiday.
XX/XX/XXXX At this time, we still had not received an update so I called Mr. Cooper back. I asked to be transferred to the Escalation Department. The agent I spoke with was helpful but it was clear that our case had not been properly documented. I spent an hour on the phone with the agent reviewing what had happened. I was told that our point of contact from XX/XX/XXXX was out of the office and that I would have to call back. I asked to be transferred to a supervisor and was told that " all available supervisors were in a meeting. '' I was told by the agent that he messaged someone and that I could expect a callback within 24-48 hours.
XX/XX/XXXX After 48 hours, I had not received an update so I called again. I was unable to reach a representative and kept getting caught in an automated loop telling me I had called the wrong number. The automated message stated the exact number I was calling. I tried at least 5 times and was not able to speak to anyone.
XX/XX/XXXX I still have not heard from Mr. Cooper and am filing with CFPB and XXXX I posted a comment to Mr. Cooper 's XXXX account to alert their social media team and caution other consumers. An agent responded and I am awaiting a call.
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03/02/2020 |
Yes |
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- Incorrect information on your report
- Account status incorrect
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Web |
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My loan went through a disaster modification beginning in XXXX due to hurricane Harvey. There was a mistake made by Mr. Cooper when they processed my application for the disaster modification so I had to open a FHA/HUD complaint since they did not follow HUD procedures when it came to requesting an exception. HUD contacted Mr. Cooper about the issue, as a result the issue was corrected and my disaster modification was approved and FHA closed the case but since Mr. Cooper made an error and have to correct the paperwork there was a delay on Mr. Cooper 's end posting the completed modification. I was advised on several occasions by MR. Cooper loss mitigation not to make any payments unless it was within my trial period.
I am filing with your agency because Mr. Cooper has been reporting incorrect delinquencies to the credit bureaus for the last 15 Months and I have sent in 3 formal request in writing to their research information department and the issue is still on resolved.
My first request for this to be resolved was through the Mr. Cooper secure mail site on XXXX XXXX. ( their reference number to my email XXXX ) My second request was to their research information email address dated XX/XX/XXXX, my third request was XX/XX/XXXX. Due to the incorrect information they have provided to the bureaus my credit score has dropped 111 points for this specific reason. Mr. Cooper made one correction to the credit report and then added some false comments that show up as made by the reporter which state " loan is non government ''. I am not sure what the purpose of that was other than to possibly add the comments so that they did not have to make the changes to my request for them to update the reporting from XX/XX/XXXX-XX/XX/XXXX.
Because we were in a declared disaster area and our loan is a FHA loan the FHA Policy Handbook 4000.1 Section III.A.3.c requires the lender to follow suspension of reporting to consumer reporting agencies. Mr. Cooper reported delinquencies from XX/XX/XXXX through XX/XX/XXXX.
There should be no reporting for the period of XXXX XXXX XX/XX/XXXX. In XX/XX/XXXX our modification was approved for trail and I began to make payments, I sent in my first payment on time for XX/XX/XXXX and they posted it to my account on XX/XX/XXXX and the moved the money into an unapplied funds posted to my account and then " reversed '' it in their system due to incorrect processing in the system, however the payment was made on time as agreed and in their possession, but they reported it as a late/missing payment to all three credit reporting agencies.
They did the same for XX/XX/XXXX and all payments are posted on their end and should not reflect a missing or late payment status. I received an email to the Mr. Cooper secure inbox acknowledging my complaint and them forwarding to the correct department. Mr. Cooper has updated my credit agency disputes to " resolved '' status on my credit reports with all three bureaus but they only corrected XX/XX/XXXX to show the payment was made on time.
I have called the customer service line over the last 15 months and have been told there is no live department number I can call and I can only communicate by email and fax.
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08/25/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Servicemember |
XX/XX/2021 RE : Foreclosure Sale TS No : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX XXXX XXXX ext XXXX Mr Cooper Account Number # XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, TX XXXX XXXX Please stop the sale of our home. Request attached to this email. Please help, the auction sale is scheduled for Monday, XX/XX/2021.
I am at a critical point of our home ownership. I have in good faith tried to negotiate a modification for the life of my loan that is fair to the investors, servicer, and my family. I do understand that the bank does not have to offer or even extend any modification terms. I am not looking for handouts and we are fully aware of the moral hazard implications do not want to contribute to it.
I have utilized both chapter XXXX and chapter XXXX bankruptcy filings to place my family in a financial position to afford the mortgage, and to avoid foreclosure I have reduced and cut expenses in every way possible. I have utilized every legal remedy to save our home.
We have been told, by HUD agencies and credit counselors, that our front and rear end ratios regarding our income is sufficient to receive an affordable modification, however, the investor group has rejected every viable option to receive a life of the loan, an affordable mortgage solution to date.
On Monday, XX/XX/2021, if no resolution is in place by that time, our home will be sold. I have exhausted efforts to achieve an affordable mortgage, because the investors, to date, have denied any affordable mortgage for the life of the loan, because they have only extended payment plans that have been temporary and offered no long term solution.
If given the chance for a fair solution, we will be able to sustain mortgage payments for the life of the loan. I am now at the mercy of the servicer, the investors, and any efforts that can be extended at this point. I pray that the investor team will have compassion and really work to help us maintain our home with a proprietary mortgage modification solution that is long term, affordable for all the stakeholders to include the investor and servicer. Please help, as this will be my last opportunity to maintain our home.
Although I have never received a sustainable modification to date, I am hoping a final effort can be made for a modification on behalf of my family and our family of XXXX is not displaced.
Our primary goal is, and has always been, to maintain our home and not displace our family. I realize this is an uphill battle, but I will not be able to be at peace if I do not try to use every possible option until the options have been exhausted for a modification that is for the life of the loan.
This issue has created tremendous XXXX and uncertainty, and I have the tremendous weight of this burden to ensure the stability of my family. I feel things are starting to cave in around me now and to have my family displaced during a pandemic is adding more to the fear.
If you can make a final attempt for a modification on my behalf, I would like to pursue the optionit is at least worth the effort.
Please help.
Sincerely, XXXX XXXX Property Address : XXXX XXXX XXXX XXXX CA XXXX ( XXXX ) XXXX XXXX XXXX
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01/10/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Servicemember |
Hello, It appears I have been scammed. I applied with my mortgage lender for a modification plan XX/XX/XXXX. I monitored my Mr. Cooper account and my telephone number for further contact with Mr. Cooper. I followed up with requests for additional documents such as paystubs and bank statement three times. On XX/XX/XXXX I received a call from a Mr. Cooper loan modification specialist that identified himself as XXXX XXXX. XXXX XXXX was really rude and threatening. I did not like his tone. Immediately, went to my Mr. Cooper login site to report the telephone call. This is the email I sent and the response I received.
From : Mr. Cooper Customer Service To : Re : Other ( Not Listed ) [ # XXXX ] Hello, Thanks for contacting us through our secure message center. Weve received your message and will be in touch with you soon.
Sincerely, Mr. Cooper P.S. For reference, your message number is # XXXX Please do not reply to this email. To contact us directly, please log in to your Mr. Cooper account at www.Mrcooper.com.
I received a phone call from someone claiming to work for Mr. Cooper threatening me about foreclosure and that I have to pay {$1600.00} for escrow to continue with the loan mod. It sounded suspicious to me since I have not received any email about it and that you guys still looking into it. Please look into it and let me know thank you.
I never received information regarding the validity of XXXX XXXX 's claim. I identified the phone # that XXXX XXXX used to contact me on the Mr. Cooper website and surmised that it was credible. I sent an additional email via my Mr. Cooper portal. I wrote.
" From : To : Mr. Cooper Customer Service Mortgage Assistance ( Loan Modification-Other ) I received a call from a man called XXXX XXXX from Texas and he said I need to make a payment of over {$4000.00} to start the loan modification payments of {$3100.00} a month. I made the payments and he said he will send the paper work to be signed and I have not receive anything. I sent the payment via XXXX to three different lawyers in Florida. Attached is one of the payments. Please look into it Attachments XXXX XXXX Enclosed were the proof of funds I submitted. Again, I did not receive a response to my questions. I received documentation Tuesday, XX/XX/XXXX that my home was foreclosed XX/XX/XXXX. I am in shock! I spoke with a representative today. She provided detail to report the fraud. I called again today. I do not understand why there was no message on my Mr. Cooper messaging center. Today 's representative sent me a portal that I was unaware of, I did not know there were different level to the Mr. Cooper messaging center. This should not happen to anyone! My identity has been compromised. My family and home are in jeopardy. There appears to be no accountability from Mr. Cooper. I believe this is an inside job. I believe Mr. Cooper has a rouge employee. How else could XXXX XXXX have known all of my account details. I never shared this information with him. The number I located for Texas appears to have vanished from the website. The Mr. Cooper employee I spoke with today called XXXX XXXX 's number. It is his name and voice using the name of a different company.
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10/20/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My mortgage inexplicably jumped from {$1400.00} to {$1700.00} following an escrow review analysis by Mr. Cooper. They alleged an escrow shortage led to the need to increase my monthly payment, however, it is my contention that the shortage was a result of their own misappropriation of funds ( see attachments ). The account projection for XX/XX/XXXX - XX/XX/XXXX only allotted {$1.00} annually for my hazard insurance and they were only collecting {$.00} on a monthly basis. They then, for some reason, decided to issue me a surplus check even though the disbursement put my escrow in the negative. I contacted Mr. Cooper upon receipt of the check and they assured me it was money I was owed and there was no need for me to return the check. Apparently, my escrow balance was in the negative since XX/XX/XXXX when my property taxes were paid.
I would have no way of knowing how they were using ( or misusing ) my funds as I continued to pay the same mortgage payment each and every month. I do not think the shortage was my fault and I do not think I should be responsible for paying an additional $ XXXX per month to rectify their mistake. I spoke with 2 different Mr. Cooper reps last week and I sent the following e-mail to a Manager, XXXX XXXX ( XXXX, phone ( XXXX ) XXXX ). I was told she'd respond to me no later than Tuesday but here it is Thursday and I still haven't heard from her.
Property address : XXXX XXXX XXXX XXXX XXXX, GA XXXX Mr. Cooper Loan # XXXX XXXX XXXX, I just spent an hour and seven minutes on the phone with Mr. Cooper and still didnt get the help I was expecting. Both representatives I spoke with could see the error in my Escrow Review Statement but all they were willing to offer me was to spread out the shortage amount over 24 months so as not to affect my monthly mortgage payment as drastically. As it stands right now we went from {$1400.00} to {$1700.00} without so much as an explanation. While spreading the money out over 24 months helps in the short term, it doesnt address the fact that this was Mr. Coopers error, not mine.
We pay or mortgage payment timely each and every month and its not my fault that you failed to properly project the annual property insurance. Youll note that our actual annual amount is {$1300.00} but Mr. Cooper inexplicably projected it at {$1.00} per year. So rather than a monthly escrow amount of just under {$110.00}, the projection on my account was a mere {$0.00}! Your Escalation Specialist tried to explain to me that Mr. Cooper wasnt willing to rectify that error because you continued to make insurance payments on my behalf despite the shortage. I dont accept this explanation because I was still making my usual mortgage payment and trusted Mr. Cooper to handle the funds properly. All Im asking is that this shortage be rectified internally by Mr. Cooper so that my mortgage payment goes back to {$1400.00}. This shortage was not my fault and I should not be responsible for paying it back. My funds were misappropriated and this needs to be fixed immediately.
I was told that you would be contacting me either Monday or Tuesday but I wanted to make sure you had my side of the story while you were reviewing the file.
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08/10/2020 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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Hurricane Harvey took place in XX/XX/XXXX. At that time my family was financially impacted as a result I contacted my mortgage company Nationstar, now Mr. Cooper to ask for alternative payment methods. My intent was to make my mortgage payment at a later date. I did not ask for the payments to be reduced. After months of calling my mortgage company I was advised not to worry and that they would take care of me. I became very concerned because online I could see the amount owed was increasing from month to month. When I called and expressed my concern I was told that they would update the amount due to reflect the original monthly payment as well as have a notary come to my home to sign some documents to confirm the change. I signed the forms in XXXX and no further communication was received. In XXXX of XXXX I reached out to my mortgage company to inquire about the option of refinancing to lower my monthly payments. I spoke to XXXX XXXX who advised me that I pre-qualified. I then was linked to the mortgage processor XXXX XXXX who advised me that I had approximately a $ XXXX lien on my home. I was very confused because I do not recall doing this. After much thought the only thing I could think of was the payment adjustment I did in XXXX. I explained this scenario to XXXX who stated he did not understand what I was saying and requested it writing so that he may forward it own to his superior. I tried to explain to him that the lien must have derived from his company he had not understanding. I also explain several times to XXXX XXXX who then stated verbatim " We did not place a lien on your home. '' In my last conversation with XXXX he stated that his department was in the process of requesting the source of the lien. On XX/XX/XXXX I contacted Mr. Cooper and was transferred to XXXX who elected not to provide his last name, employee id XXXX. After speaking with XXXX for a a few seconds he was able to confirm that the lien was in fact derived from the mortgage company. I outlined my concerns of the following : 1. Currently there is a pandemic and the automated messages elude to assisting customers in their time of need. I was routed to 3 different automated messages all of which had marketing geared towards getting financial assistance during the crisis. I explained that was the case during Hurricane Harvey and it was extremely difficult to get anyone on the line. This tactic is bait and switch. The mortgage company appears to be helping you in a time of need but instead they place a lien against you home unbeknownst to the home owner.
2.The are significant knowledge gaps amongst the companies representatives and that leads to the company providing misinformation to the home owners.
3. I was told countless times I had nothing to worry about in this process and that my mortgage company would take care of me but instead they took advantage of ignorance.
As a first time home buyer using an FHA loan I feel as though I have been mistreated due to my race, gender, and ignorance. I relied on my mortgage company to guide me in making the right decisions for me and my family during a time of need and instead they turned around and placed a lien on my home.
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08/02/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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I contacted Mr. Cooper in early XXXX knowing our pandemic forbearance ended and we are now able to start making our regular monthly mortgage payments.
My first call to Mr. Cooper, the lady I spoke with was very nice and accomodating. I explained to her that we are not in a position to pay back the $ XXXX balance and that our intention is to remain in the property. She replied back to me saying that we are not the only ones in this position and that we could apply for a loan modification. We did the application over the phone and I told her we applied for one years ago and were denied. She explained why it was denied but with our interest rate at 6.75 %, Mr .Cooper would definitely work with us and that things are going to be okay. I was told to check online on Friday, XX/XX/XXXX, for the status. Given the holiday, I went online on XX/XX/XXXX to check but didn't see anything online so I called in.
XX/XX/21 : I called in and explained my story again ( we're ready to start paying again but can't afford the $ XXXX balance, etc. ) and was given the same assurance that things would be okay and that Mr. Cooper understands and will work with us because a lot of others in America are in the same situation. She transferred me to the department that handles pandemic forbearance which is where things changed.
I was told that I have to pay off the entire balance of $ XXXX ( which we don't have ), or they could possibly cut some corners ( 11 corners ) IF we can come up with $ XXXX in the bank and they'll see if my investor will be okay to work with us with the remaining balance OR forgo the house. I told them I can't afford either of those options but am willing to start paying monthly again. I asked why the sudden change of tone because I was told otherwise and was given the impression that Mr. Cooper would work with us. The gentleman told me that I should've never been told that.
I was told we were 5 months behind ( we were unemployed at the time ) before the pandemic forbearance started so I don't qualify for the pandemic forbearance or any of the rules applicable to those granted it. Attached is a letter from Mr. Cooper stating that I am on pandemic forbearance.
According to Mortgage letter XXXX I can see how that was true however I thought it was updated in XXXX to include mortgage loans that were delinquent. And that under this, though the letter was applicable to all government-backed loans, if private investors followed suit to such options, they are obligated to follow the same guidelines outlined in the mortgage letter ( CARES Act ).
I called back again on XX/XX/21 to possibly explore other options that are affordable for me. I was given 3 similar options : - pay $ XXXX ( which we can not afford by any means ) -pay {$6200.00} monthly mortgage over 6 months ( which we can't afford either ) -foreclose on the house ( our every intention is to stay in our home ) My husband and I are in a much better position financially ( I graduated from XXXX school and am now a full-time XXXX ). We don't want to lose our home. We are confused, heartbroken but are trying our best to stay hopeful that Mr. Cooper will work with us for more affordable options.
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01/05/2021 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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On XX/XX/XXXX I contacted my mortgage company Mr. Cooper to request an extension on my XX/XX/XXXX mortgage payment. The associate who I spoke to XX/XX/XXXX NMLS ID XXXX Nationstar Mortgage d/b/a Mr. Cooper XXXX XXXX ) XXXX reviewed my account and told me that he had a better option for me in the form of a refinance opportunity in which I could eliminate some of my credit card debt. After some discussion I agreed that I did have interest in pursuing this option. He proceeded to pull my credit and start the process. I signed several documents that day and was told everything was in process and looked good and that there would be no out of pocket expenses for me as they would all be a part of my new loan. I submitted my W2 and paystub and e-signed all the documents.
On XX/XX/XXXX I received a follow up call from Mr. XXXX he informed me that everything was moving along great and I just needed to pay {$480.00} for the appraisal. I was taken back by this as I had previously been informed that there were no out of pocket costs associated with this refinance. I again questioned how certain he was that things were going through and he assured me that everything was great and I would be reimbursed the money. I went ahead and proceeded with payment and scheduling of the appraisal. I also inquired as to what debts this loan would be paying off and he could not provided any specific answers and mentioned that Mr. Cooper would be paying the debts on behalf of me and someone would contact me about that later.
On Monday XX/XX/XXXX the night before the appraisal I received a call from Mr. XXXX at XXXX XX/XX/XXXX in which he started by asking me what my home would appraise for and would it be {$270000.00}. I told him I was not an appraiser and did not know any more than could be found on XXXX, additionally he informed me that the appraisal was the following day I mistakenly thought it was Wednesday. Mr. Cooper currently finances my mortgage so I also found it very strange that they would not have an idea of what a property they currently financed would potentially appraise for. I told him that I did not believe that my home would appraise for {$270000.00} but more in the $ XXXX {$260.00} range based off of XXXX and other homes in the neighborhood. He then stated that he was going to cancel the appraisal at which time I requested multiple times to speak to a manger. He refused telling me they were closing soon and his manager would call me the following day. He was speaking over me and the call was not productive so I disconnected.
The next day the appraiser arrived and did the appraisal. I then received a refund of my appraisal money. I repeatedly tried to contact various associates at Mr. Cooper for the next few days leaving voice mails with no returned calls and I never heard from Mr. XXXXXX/XX/XXXX manager. My pending refinance was removed from the Mr. Cooper portal. Today XX/XX/XXXX I finally received a call from MrXXXX XXXX and again requested his manager he again stated he would call me tomorrow. I asked him what was going on and he stated the process has been cancelled. The call again became very unprofessional and unproductive so I again disconnected.
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02/12/2023 |
Yes |
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- Trouble during payment process
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Web |
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XX/XX/XXXX This is NOT a duplicate.
To whom it may concern, I would like to file a complaint against our current servicer, Nationstar LLC d/b/a RightPath Servicing, address XXXX XXXX XXXX XXXX, Texas XXXX XXXX phone number XXXX. RightPath reported us late for 120 days in XX/XX/XXXX to the credit bureau. I have attached the following documents as proof that payments were made : a copy of payments made from XXXX to XX/XX/XXXX issued by XXXX XXXX XXXX XXXX.
a copy of our check mailed through certified mail for XXXX payment ( which was NEVER cashed ), Rightpaths response and XXXX payment a copy of a bank statement for XX/XX/XXXX.
a copy of RightPaths apology letter admitting their mistake.
I have attached payments made since XX/XX/XXXX to show proof that weve been paying on time.
Second, is a copy of XX/XX/XXXX check mailed through certified mail ( per advise of an FHA counselor ). We tried calling in our payment for XXXX but was not accepted because the RightPath representative said we had to pay a balance of {$10000.00} to keep our account current.
Third, a copy of a bank statement for XXXX. During this time ive asked for help from a family friend, XXXX XXXX XXXX to call them on our behalf. I was already worried that since XXXX payment was not withdrawn from our account we may be reported late. XXXX XXXX XXXX called RightPath and was told that XXXX payment can be called in. I again called and made a payment on XX/XX/XXXX but payment was returned XX/XX/XXXX ( please see XXXX payments highlighted ). Also 2 payments were made for XXXX XXXX was for XXXX and one for XXXXXXXX. During this time I was told that RightPath put a stop payment on our account and in order for payments to go through a manager is needed? Maybe to process our payments? It was not clear as to why they did that. Again, we doing our part to make our payments on time and was assured that during this transition phase NOTHING will be reported.
Fourth attached document is an apology letter coming from RightPath. Please see letter because I am not understanding as to why we were reported late for 120 days when RightPath acknowledges payments from our prior servicer, XXXX ( please see page XXXX, second paragraph ). For the month of XXXX, a payment was acknowledged ( see third paragraph ). For XXXX ( see attached check ) Rightpath accepted that there was an error on their part. We have been consistent with our payments and have been calling weekly to follow up on correcting and honoring our loan modification.
In XXXX we started talking to XXXX, RightPath Manager/Supervisor, in which we had 3-way calls which included myself, XXXX, and XXXX XXXX. XXXX gave us assurance that we would not be reported while in the process of correcting the error that they made. Also, she said that it will be reported correctly.
We have been dealing with these errors for the past 9 months. Please make sure to correct the errors that you made to the credit bureau. These errors could have been prevented if proper research was conducted from the very start and prior to reporting us. A clear reflection of what you are as a company.
Ma. XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, CA XXXX Loan # XXXX
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02/21/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Charging late or default-related fees in CARES Act forbearance programs.The CARES Act generally prohibits a servicer of federally-backed mortgage loans from imposing these fees while a borrowers mortgage payments are being deferred due to financial hardship caused by the COVID-19 emergency. Refuses to give terms and conditions, pushing toward refinancing when rates have increased exponentially. Owned by XXXX XXXX, the did not offer the options for deferral, they wouldnt explain the process until I called them out. It is a fema rule to allow payments to be added to the end of the loan..
Failing to end preauthorized electronic fund transfers. Otherwise known as EFTs, some servicers failed to end automatic electronic payments when an account had been closed, often resulting in additional and repeated fees when borrowers had insufficient funds in their banking account. I paid my mortgage payment XX/XX/XXXXXXXX they auto drafted it from an account that was closed XXXX, I made the payment from my XXXX XXXX app directly to the lender, nationstar/r/Mr. Cooper,,, Mr. Cooper overcharged for services and added fees outside of their loan terms, ,for example late fees when payments werent late, in fact payments were made for XXXX months in advance.
Misrepresenting mortgage loan transactions and payment history in online accounts. Examiners found that servicers provided inaccurate descriptions of payments and transaction information, which may have misled borrowers. Ive been working on and analysis all evening it is one hot mess!
Incorrect handling of partial payments. Servicers are required to take one of the following specific actions when they receive a partial payment from a borrower : crediting the payment, returning it to the consumer, or holding it in an unapplied funds account. Mr. Cooper put these funds in the escrow account, this was for flood insurance I have with my HOA, I send them proof at least 3 times a year as they continued to charge for flood insurance, Im on calls once a week for 2-3 hours, no one keeps records of previous calls and Im required to explain the situation, then Im passed around to 3 or 4 reps. They have been holding funds since XXXX! it since., according to your website, they are not supposed to put these payments in borrowers escrow accounts rather they should be returning the amount or crediting it to borrowers next monthly payment. I was told they couldnt do it, they had to mail a check, then Id have to call and void it, this is archaic and meant to harm the borrower. Im so stressed out over this, hence the XXXX XXXX complaint Im sending right now.
Failing to automatically terminate XXXX Mortgage XXXX ( PMI ) on time. For borrowers with PMI, servicers are generally required to automatically terminate those additional PMI payments once the mortgage loans principal balance is first scheduled to reach XXXX percent of the original value of the property. Examiners found that in many cases the servicers data was inaccurate, and the PMI wasnt terminated in a timely manner.I have been trying to XXXX t them to cancel the flood insurance since XXXX! Not happening, each rep gives me different stories Predatory lending!
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03/26/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Unable to get your credit report or credit score
- Other problem getting your report or credit score
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Web |
Servicemember |
I have a mortgage with Mr. Cooper, formerly NationStar Mortgage, several years ago they were incorrectly reporting my mortgage payments as being missed or late. Since I purchased my home I have been on an equity accelerator program where one half of my monthly payment is drafted directly from my bank account every 2 weeks. Approximately 3 years ago upon checking my credit I saw that Nationstar had reported that I had missed 12 mortgage payments, which was completely false. I tried to work with NationStar to get this corrected, as you can imagine what is was doing to my credit, all attempts failed. I was unable to refinance with another lender as my credit was trashed, not only as a result of Nationstar reporting incorrectly but had gone through a nasty divorce. It has now been approximately 2 to 3 years since this occurred and I have been working very hard to improve my credit. In XXXX of XXXX upon checking my credit I found that there was no mortgage reporting on my credit at all. I contacted Nationstar now Mr. Cooper and asked that this be corrected and that my mortgage be reported to the 3 reporting agencies and was told that this would be taken care of. Well it is now XXXX of XXXX and nothing, In XXXX I again called Nationstar which was now Mr. Cooper and tried to get this taken care of and was told that the credit reporting agencies were the ones requesting that it not be reported, and that I needed to send a letter to Mr. Cooper requesting that my payments were once again reported, which I did in XX/XX/XXXX of XXXX. After thinking about this I contacted all 3 of the agencies to see why they had requested my mortgage not be reported and was informed that it was Nationstar that asked that the reporting cease. When I discovered this I again called Mr. Cooper, this time I was informed that it was the equity accelerator program that had made the request. I finally got to speak with a supervisor, XXXX who was very kind and said that she would look into the matter and try to get to the bottom of it and gave me a date of XX/XX/XXXX. I then received a letter from Mr. Cooper asking me to send them a letter requesting that they begin reporting my mortgage. I once again contacted XXXX. She tried once again to be helpful and told me that the original letter I sent in on XX/XX/XXXX was on file and did not understand why this letter was being asked for again. XXXX told me that she was going to get to the bottom of this and was also going to attempt to have the matter expedited. We are now coming up on the end of XXXX and still this matter, despite my letter and numerous requests is still in the same situation it was when I asked it be corrected last XXXX. I do not understand what it is going to take to resolve this matter, and therefore am looking to you for help. I have worked hard improving my credit and I know that having never missed or been late on a mortgage payment if my mortgage was being reported as it should my score would increase dramatically. I want nothing more than to get away from Mr. Cooper, but until they start reporting to the credit bureaus I'm stuck. Any assistance you can give in this matter will be greatly appreciated.
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02/13/2019 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
Nationstar Mortgage ( Subservicer for XXXX ) has inaccurately managed/inaccurately funded my escrow account two years in a row, resulting in escrow shortages over {$2000.00} that I've been responsible for paying back because of their mistakes.
When I bought my home on XX/XX/XXXX, Nationstar setup my escrow account to pay taxes bi-annually. This is not allowed in the city I live in, they only accept tax payments paid annually or quarterly. This caused an escrow shortage of {$2400.00}.
In the " XXXX XXXX or XXXX XXXX XXXX '' ( attached ), it states the home sellers credited me {$2400.00} to cover the taxes from XX/XX/XXXX to when I bought the house on XX/XX/XXXX. That {$2400.00} was never applied to the escrow account. Instead, Nationstar credited it towards closing costs.
XXXX and I called XXXX ( our facilitator at closing ) at XXXX XXXX and she informed us that the lender is responsible for collecting the appropriate amount to escrow, not the title company. XXXX said that it was not closing company 's responsibility to ensure that the {$2400.00} went towards the escrow account. XXXX suggested that I instead contact my loan officer ( XXXX XXXX, XXXX ) regarding the issue. XXXX XXXX was ultimately unable to resolve or help with the issue at all, claiming that once an interest rate is locked in, the rest of the mortgage process is completely out of his hands.
I've since confirmed that the tax documentation from the title company that was sent to the loan processors in charge of my account conveyed that the taxes should have been paid annually. Yet, NationStar setup my taxes to be paid bi-annually, thus creating this - {$2400.00} negative balance in the escrow account.
I contacted the county treasurer asking if a partial refund could be made to put my escrow account in good standing so we could then re-run an escrow analysis. They informed me they do not issue refunds.
After talking to every representative at Nationstar and being escalated to the point where I met the highest point of management and could not be escalated any more, I was informed they could either adjust my mortgage monthly payment by $ 250+/month to make up for the shortage, or I could keep my mortgage payment the same if I paid the - {$2400.00} in a lump sum. Defeated, I paid the - {$2400.00} lump sum and moved on.
Fast forward to XX/XX/XXXX. I receive a check in the mail for from NationStar for {$3100.00} along with a letter stating my escrow account is in surplus. I call them and they claim that my escrow account is over-funded. I explain all the issues I had last year, and ask them to re-evaluate. They research, and retract saying they made another mistake.
NationStar had my escrow account setup to pay taxes annually, but at the quarterly rate of {$840.00}. Because of this, my total taxes paid for the year of XX/XX/XXXX are only {$840.00}. They should have had my escrow account setup to pay taxes quarterly at a rate of {$840.00} ( four times a year ). Instead, they only paid once.
Now, they have cancelled the {$3100.00} check, re-distributed it into my escrow account, and claimed they've set my account up to pay the appropriate quarterly taxes.
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01/17/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
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Web |
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I am disputing how XXXXMR COOPER/RIGHTPATH SERVICING has changed how they report my mortgage balance to all ( 3 ) credit bureaus. Prior to and during my CARES ACT forbearance, they would report ONLY my interest-bearing principal balance to the credit bureaus. I had a loan modification before XXXX/MR COOPER/RIGHTPATH SERVICING purchased my mortgage ( which I had no say in ) that included a deferred payment at the end of the modified loan. Since coming out of forbearance in XX/XX/2022, XXXXMR COOPER/RIGHTPATH SERVICING suddenly decided to lump this deferred payment into the entire mortgage balance which is incorrect. They had been servicing my mortgage for at least 5 years before making this sudden change.
I feel they made this change only in retaliation for them not being able to foreclose on my home. I was in forbearance for over a year because XXXXMR COOPER/RIGHTPATH SERVICING gave me no options to come out of the forbearance like most customers normally could. It was after fighting, pleading and begging them for MONTHS on end did a nice customer representative take pity on me, escalated my situation and got the powers that be to agree to let me resume my monthly mortgage payments. The forbearance amount was then lumped into the interest-bearing principal balance. Aside from that, nothing had changed w/ the deferred payment remaining the same.
Since that time, now all of a sudden my mortgage balance increased from approx. {$120000.00} to a new mortgage balance of {$190000.00} on my credit report. This drastic increase has caused my XXXX XXXX to drop XXXX points w/ XXXX XXXX XXXX and a whopping XXXX points w/ XXXX. I was never advised up front about how they changed reporting my balance and am therefore requesting them to change their reporting back to how it had originally been done for YEARS. RightPath Servicing claims this was the result of a loan mod in XX/XX/2022, but please note THE LOAN MOD HAS SAME TERMS W/ SAME DEFERRED PAYMENT AS BEFORE BUT WAS NOT REPORTED THE WAY YOU ARE CURRENTLY REPORTING IT. You have yet to explain why this was changed from the way it was reported prior to me entering CARES Act Forbearance This is again, a detriment to me and completely unfair as the consumer who never asked or requested XXXXMR COOPER/RIGHTPATH SERVICING service my mortgage loan in the 1st place. I feel I have been victimized again by this entity after going through so much to come out of forbearance only to have my credit ruined anyways which SHOULD NOT HAVE HAPPENED per what was outlined in the CARES ACT. My credit has been impacted as a direct result of their changed procedures which only occurred after coming out of my CARES ACT forbearance.
The reported balance to all ( XXXX ) credit bureaus for this account should be {$130000.00} which XXXX enclosing here. XXXX also enclosing my most recent mortgage statement which also shows a slightly older balance of {$130000.00}. Lastly, I feel I am owed an explanation as to why this entity decided to suddenly change their reporting procedures with no advance notice after years of reporting it differently. Thank you for taking this complaint into consideration.
Regards, XXXX XXXX
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03/13/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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XXXX XXXX : XXXX I have been with Mr Cooper ( Formerly Nationstar ) as a mortgage holder for approximately 18 years. I have taken serious steps to keep my home after my husband died in XXXX. Financially I was left in a very challenging financial state. I have worked very hard to keep up with my mortgage since his passing. I went through a very trying and negative experience with my loan modification with Mr Cooper ( NationstaXXXX ) in XXXX. I had to resend and resend documents. Over and over. It was an awful experience. I also feel that my interest rate is too high.
NOW, I am AGAIN, extremely outraged with Mr. Cooper.
I have overpaid my escrow account by {$11000.00}.
I deliberately did this because I was not sure how my taxes and insurance on my home would be paid while my mortgage was in forbearance ( for 12 months during COVID ). I took these excess funds from money from a savings account and applied it to my escrow account. My intention was to be responsible.
I recently found out that my taxes and insurance were being included with my " paused '' mortgage payments ( that were in forbearance ). To be included on the back end of my loan. When I sell my home.
My savings is now very depleted. I called Mr. Cooper and asked if I can get the overpayment of {$11000.00} back. I need these funds to pay for high electric bills, water bills, gas bills, groceries, credit cards. ETC .... I was told YES. You can get this money back. But, only in the form of a check. ( NOT WIRED. ) It can take 10 business days. OKAY.
The first check I received was in the name of my Deceased Husband. To his ESTATE? I deposited it.
My bank reversed the deposit. I don't have a checking account in the name of any ESTATE. Why is Mr Cooper issuing a check payable to an Estate account that does not exist? I don't get this. AT ALL. THERE IS NO ESTATE. NO TRUST ACCOUNT. NO TAX ID FOR THIS.
I called Mr Cooper and complained asking for a new check to be issued in my name only. They told me " no problem ''. They apologized. " We are going to issue you a new check to you. In your name only. '' I was asked to wait on the line while they " fixed '' this issue. Guess what? I received a second check, weeks later, in the name of the " XXXX of XXXX XXXX '' ... AGAIN...
So, I called again. Last week. Waited on hold for two hours! I actually fell asleep while waiting on hold. Outrageous. When I finally got another rep on the line and told her my entire story, she apologized profusely, had me wait on the line while she " did stuff ''. She assured when she came back on the line, she had taken care of this issue.
Guess what I received today? ( XX/XX/XXXX ) A third check payable to The XXXX of XXXX XXXX. I totally understand mistakes. We all have erasers on our pencils. But, this " customer service '' is malpractice. Horrific.
I was promised that the last two checks I received would be payable to XXXX XXXX.
There is no ESTATE. I am not required to have and ESTATE ACCOUNT. STOP SENDING ME CHECKS I CAN NOT NEGOTIATE.
FIGURE THIS OUT!!!!! I need these funds. XXXX XXXX XXXX. Looking for work. I need these funds immediately. Payable to XXXX XXXX.
XXXX XXXX XXXX
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03/03/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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I bought my home at XXXX XXXX XXXX, XXXX XXXX, MN XXXX for {$180000.00} in XXXX. I later refinanced and was briefly with another lender, but my mortgage got sold to Nationstar dba Mr. Cooper.
My property value has steadily risen in value and increased 50 % in the past 4 years. Current estimated values range from XXXX to {$250000.00} estimated value is 24.28 % greater than the median listing price of {$200000.00} for homes in my area.
Mr. Cooper own my mortgage and I have over 50K in equity. My home has increased in value and Mr. Cooper knows this too. In XXXX Mr. Cooper began calling me over and over about refinancing XX/XX/XXXX, we started a conventional cash out refinance process. The Mr. Cooper loan Agent I worked with throughout was XXXX XXXX, Sr. Mortgage Professional. XXXX entered a hard credit pull in XXXX and we moved forward. XXXX said everything looks fine and all we need is the appraisal for the underwriters.
I questioned why Mr. Cooper insists on using XXXX for appraisal at a flat rate of {$520.00} and got many odd excuses. I nevertheless pulled together the {$520.00} upfront appraisal money. ( Note : Mr. Cooper owns XXXX ) ( Note that other non-bank lenders do not ask for appraisal fees up front ).
In XXXX, the appraiser XXXX XXXX from XXXX XXXX XXXX XXXX came and appraised my home. He spent time looking at everything, said everything looks good and to await his report. I waited.
On XX/XX/XXXX An unauthorized hard credit pull issued from MR COOPER and appeared my credit report. Which dropped my credit score by 22 points My rating went from GOOD to FAIR.
On XX/XX/XXXX I got a call from XXXX saying the appraisal came back very low at {$190000.00} and that I dont qualify for conventional refinance, suggesting an FHA refinance instead. I told him FHA is not appropriate and said no to an FHA. XXXX sent me a copy of the Appraisal to check it for errors and get back to him.
Lender appraisal pressure The body of the appraisal report indicated my home value would be estimated at around 250K, but the appraiser plugged in an arbitrary appraised value of {$190000.00} on the last page. Upon further research I learned that this is the result of lender pressure, the most serious problem facing appraisers, A major source of frustration for appraisers is the realization that clients do not have to follow USPAP but they are supposed to. If appraisers do not want to be blacklisted by a major client like Mr. Cooper, they have to play ball and enter a predetermined figure.
Mr. Cooper owns my mortgage and has a vested interest. My home has increased in value 50 %, so Mr. Cooper engaged in Appraisal Fraud to deflate the value of my $ XXXX home to $ XXXX and then tried to deceive and pressure me to lock in that wrongly appraised value of $ XXXX with an FHA refinance.
I said NO to moving forward with ANY sort of refinance using Mr. Cooper. And told XXXX that as soon as I can plan to refinance elsewhere to get away from Mr. Cooper.
Harm caused by Mr. Coopers tactics.
But first I must repair my credit score and am currently contesting Mr. Coopers second hard credit pull which deflated my credit score to FAIR.
XXXX XXXX, XXXX
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10/17/2023 |
Yes |
- Debt or credit management
- Mortgage modification or foreclosure avoidance
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- Problem with customer service
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Web |
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This complaint is been written due to the fact that Mr.Cooper will not give me an explanation on why the maturity date of XXXX/XXXX/XXXX on my loan documents is invalid according to them? After several times of me asking them I had no choice but to do my due diligence to research the possible reason of why on my own & discovered that it could possibly be due to their negligence & the negligence of prior banks that purchased my loan Not filing the required original XXXX Loan Modification Documents with the XXXX XXXX XXXX XXXX as they should have in XXXX which is definitely no fault of mine, which has dismayed me tremendously. They should have all of my original documents which I requested.
I brought this matter to Mr. Cooper XXXX XXXX XXXX XXXX attention I believe on XX/XX/XXXX but prior to that I inquired on XX/XX/XXXX & XX/XX/XXXX to Mr. Cooper about correct maturity date of XXXX/XXXX/XXXX being put into their system and wondered why it still had not been put into their system, the answer was that they were going to investigate & theyre stating that theyre still investigating as of today, in spite of time being of an essence & the fact that they have reinstated this frivolous Foreclosure lawsuit against me & still trying to take my home that I have been paying on for years ( since XXXX ) & established equity into my home on my own. Im taken aback by their behavior but still hopeful & prayerful that it can be resolved promptly & it prevents similar issues from recurring in the future to other Homeowners. Ive requested documents & information from XXXX XXXX XXXX XXXX Mr.Cooper but have only received documents that I did Not request from Mr.Cooper. These are some of the reasons why I feel completely blindsided & betrayed by Mr.Cooper & the other banks that purchased & invested in my loan whom I put my trust into to do what they guaranteed that they would do especially with my XXXX XXXX XXXX documents that shouldve been recorded as required. Ive been a loyal customer since XXXX but now these incidents have left me extremely dissatisfied with the level & quality of services provided to me which has caused me severe stress & mental anguish. Since XX/XX/XXXX I have attempted several times to resolve this frivolous foreclosure lawsuit against me with Mr. Cooper however I feel like they continuously have given me the runaround & my concerns have not been adequately addressed. Ive had to Pray, plead, beg & borrow to come up with settlement money to offer these banks to settle the supposedly debt they are claiming that I owe but I believe & understand the importance of settling my obligations. I strongly believe that Mr.Cooper has the potential to provide exceptional services & I hope that this complaint can serve as an opportunity for them to show improvement & dedication to their customers. I kindly request that Mr. Cooper take the appropriate actions to rectify this situation & provide me with a suitable timely resolution. I appreciate your attention to this complaint & the urgency with which you handle this matter. Thank you in advance for your prompt action, consideration & cooperation into this unique and imperative situation.
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09/19/2023 |
Yes |
- Credit reporting or other personal consumer reports
- Credit reporting
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- Improper use of your report
- Reporting company used your report improperly
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Web |
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Pursuant to the Fair Credit Reporting Act 15 USC 1681 XXXX XXXX and XXXX are consumer reporting agencies and I am the consumer. I have the right to ensure my private information isnt shared in accordance with 15 USC 6801 which states It is the policy of the Congress that each financial institution has an affirmative and continuing obligation to respect the privacy of its customers and to protect the security and confidentiality of those customers nonpublic personal information.
NATIONSTAR DBA MR . COOPER., is a financial institution as defined in title 15 USC 1681. Titel 15 USC 1681 section 604 subsection 2 states In general subject to subsection ( c ), any consumer reporting agency may furnish a consumer report under the following circumstances and no other : in accordance with the written instructions of the consumer to whom it relates. NATIONSTAR DBA MR . COOPER., the financial institution and the consumer reporting agencies XXXX XXXX XXXX and XXXX do not have my consent to furnish this information and they do not have my written consent. Any and all consent to XXXX, XXXX, XXXX, NATIONSTAR DBA MR. COOPER, whether it be verbal, non-verbal, written, implied or otherwise is revoked. 15 USC 6802 ( b ) ( c ) states that A financial institution may not disclose nonpublic personal information to a nonaffiliated third party unless -- - the consumer is given an explanation of how the consumer can exercise that nondisclosure option. NATIONSTAR DBA MR. COOPER, failed to inform me of my right to exercise my nondisclosure option.
15 USC 1681c ( a ) ( 5 ) states Except as authorized under subsection ( b ), no consumer reporting agency may make any consumer report containing any of the following items of information, any other adverse information, other than records of convictions of crimes which antedates the report by more than seven years. This account is an adverse item they are reporting again without my permission which is unlawful.
15 USC 1681s-2 ( A ) ( 1 ) states A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate. 15 USC 1681e states Every consumer reporting agency shall maintain reasonable procedures designed to avoid violations of section 1681c of title 15 and to limit the furnishing of consumer reports to the purposes listed under section 1681b of this title. XXXX, XXXX and XXXX are not maintaining reasonable procedures.
12 CFR 1016.7 states A consumer may exercise the right to opt out at any time. I am opting out of your reporting services.
NATIONSTAR DBA MR. COOPER, has also engaged in identity theft. NATIONSTAR DBA MR . COOPER., used my social security number to report private information to the consumer reporting agencies, which is also a violation of the Privacy Act of 1974.
Each month that NATIONSTAR DBA MR. COOPER, reported my private information without consent is a violation of the Fair Credit Reporting act.
WHEREFORE, I demand {$1000.00} per violation of the Fair Credit Reporting Act and I also demand the account be deleted from all Consumer Reporting Agencies reports.
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12/06/2023 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
- Delays in the application process
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Web |
Servicemember |
I contacted the loan company to begin the paperwork for loan assumption. I was advised that after receiving the paperwork, the company would send the documents to the VA and that it can take the VA up to XXXX months to process the documents. I completed all documents that were sent to me and returned them to the company. I verified documents were received and the company documented they were received by them on XXXX XX/XX/2023.
Myself and my husband called several times to check on the status of the assumption and was always advised that the documents had been sent to the VA and they were waiting to hear back from the VA to see if anything was missing or if they needed further information. I then sent a inquire to the VA and received an email back stating that they had not received anything from the mortgage company. I called the VA to verify this and was told they had not received anything from the mortgage company. I then contacted the mortgage company and was told that the status in their system was showing pending funding and that all I needed to do was wait. I then asked to speak to a supervisor and spoke with XXXX employee number XXXX who stated that in the system on XXXX XX/XX/XXXX they had noted that a lead had been created and a mortgage professional should be reaching out to me and that was where the process was. When I asked why it took almost a month from the time I received my documents I was advised that their policy is they have 30 days to process the documents once received. I was informed that once a mortgage professional was assigned to my lead they would contact me and then I would be provided additional documentation that would need to be filed out. When the company originally sent me the loan assumption documents I was advised that they had to send me the documents by mail. Knowing this and knowing that there are other documents that will need to be filled out in their process, and that they after all their process is complete I will still have to wait for the VA to process their portion, I am concerned that my assumption will not be processed in the timeline which has been set out in my divorce decree. I asked the mortgage company if it would be easier and faster to just wait until the divorce was final and remove my husband from the loan then and I was advised that I would have to refinance to do so which is what I was trying to avoid by filing the assumption paperwork. Since they have taken so long to process the documents sent in XXXX, I have since lowered my debt documented on the paperwork by paying off cars and credit cards. My fear is I will have to re fill out all that paperwork and then this long drawn out process will have to start again. When I asked for a copy of all the notes and the timelines of their processing of my documents so that I could have evidence in court that I had done my part and that I was waiting on the mortgage company, they stated that I would need a subpoena. I asked what I needed to do or what they were going to do to resolve this issue and they stated they would escalate it but that it would take an additional XXXX hours to hear back and they would then contact me.
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02/10/2023 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
Tired of feeling like a hostage to this company : We had to do a loan modification during the pandemic and my mortgage has been in default ever since the new loan papers were signed. And despite the many phone calls me and my XXXX XXXX Loan Advocate have made Mr. Cooper absolutely refuses to work with me to bring my account current.
1. I am a disabled XXXX and due to my disability status I am not required to pay property taxes. After signing the new agreement in XX/XX/2021 Mr. Cooper took it upon themselves to pay property taxes to the city of XXXX when I was exempt. The supporting paperwork for the tax exemption was submitted and approved by the city of XXXX, however, the city of XXXX did not update their database in a timely manner. Despite the supporting documents submitted to Mr. Cooper, XXXX paid property taxes on my behalf pursuant to out of date website/database information and put me in default and threatened foreclosure proceedings. While this was eventually corrected and funds eventually returned by the City to Mr. Cooper, Cooper then fabricated issue # 2.
2. After many months of being caught in the middle of the city of XXXX and Mr. Cooper while trying to resolve a property tax issue created by Mr. Cooper, XXXX finally excepted fault and paid back the city of XXXX and money taken out of my escrow account was returned. About 3 months later I received another foreclosure warning stating I am a full month behind in mortgage. At the onset Mr. Cooper said, with no real explanation, that this particular past due amount for the month in question was not covered under the COVID loan modification program. I then brought my XXXX Home Loan Specialist in to assist. After further back and forth Mr. Cooper then stated that I missed a payment after the modification was agreed to. I have never agreed to this assessment, but due to a lack of resources decided to try to get current.
a. Ive been paying mortgage + about {$100.00} every month to pay down outstanding balance.
b. Mr. Cooper will not accept partial payments towards outstanding balances and has placed over payments into an unapplied funds holding.
c. I get charged $ XXXX/month for the alleged unpaid month of mortgage.
d. Its been about nine months and despite the {$70.00} a month charge the amount in the unapplied funds and the amount in my escrow now equal the amount that is past due.
3. Now, Mr. Cooper still wont help to close this outstanding balance, stating that funds in escrow can not be released and will remain frozen until past due amount are brought current a. To reiterate, Im a disabled XXXX and that means Im on a fixed income and Im already over extending myself to accommodate.
b. At the current rate of {$100.00} payments towards outstanding balance minus {$70.00} in fees Im on the hook for XXXX knows how long.
c. I keep receiving monthly foreclosure warnings.
The money is there in the separate accounts Mr. Cooper decides to allocate funds to and unable to consolidate and redistribute due to the rules and procedures that Cooper makes up. Meanwhile, they gladly take my late fees and send threatening letters every month.
Whats the solution?
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05/15/2021 |
Yes |
- Debt collection
- Mortgage debt
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- Attempts to collect debt not owed
- Debt is not yours
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Web |
Servicemember |
On XX/XX/2021 a legal Instrument was sent via CERTIFIED MAIL ( CERTIFIED MAIL # XXXX ) to Nationstar Mortgage LLC d/b/a Mr. Cooper, who is providing services on behalf of XXXX XXXX XXXX XXXX XXXX d/b/a XXXX XXXX and is considered a DEBT COLLECTOR, and was was received at XXXX XXXX on XX/XX/2021. The legal instrument gave specific guidelines and instructions on the management of the account of XXXX XXXX. I have attached a copy of the legal instrument, for your reference.
It has recently come to my attention that the methods and practices used to obtain an alleged debt from I, XXXX, XXXX XXXX ( a living breathing being, operating in good faith, clean hands and not to avoid any actions against me ), are unlawful and infringe upon my rights as a living being. I do not wish to be a party to any Tax Fraud, and it is my firm intent to remain in honor.
I have been in contact with Mr. Cooper Mortgage Research Center, XXXX XXXX and the XXXX XXXX XXXX XXXX in regards to the update and proper management of the account of XXXX XXXX and they have failed to make the necessary changes in regards to the alleged debt owed.
I, received notice via XXXX, where Mr. Cooper and XXXX XXXX, state and imply that, Mr. Cooper and XXXX XXXX are regulated and governed under the Fair Debt Collection Practices Act and other laws and regulations. According to the laws and regulations that they state they abide by, their emails, and notices that are sent via mail and email are considered harassment, oppression and an abusive method in the attempt to falsely mislead and deceive that any debt is owed from me XXXX, XXXX XXXX ( a living breathingbeing, operating in good faith, clean hands and not to avoid any actions against me ).
Even after I ask that I not be contacted regarding the collection of alleged debt, I still receive communication looking to collect on alleged debt.
Mr. Cooper and XXXX XXXX has stated a debit is owed in the positive amount for the account of XXXX XXXX. How can one owe in a positive amount, when a financial institutes such as your personal local bank, shows owing in a negative integer, for example - {$480000.00}.
An extension of credit was made and a finance charge, which is the SUM OF ALL CHARGES according to the laws, rules and regulations that govern previously stated companies, was paid in full at the time of purchase. These companies have taken upon themselves to invade the account of XXXX XXXX as the Original Creditor to gain financial advantages, obtain credit and other benefits, and perhaps to cause adverse consequences, by pillaging {$480000.00} from the account and charging a monthly fee for something that has already been completely paid for.
NOTICE TO AGENT IS NOTICE TO PRINCIPAL and NOTICE TO PRINCIPAL is NOTICE TO AGENT, when updating the account of XXXX XXXX. As previously stated I do not wish to be a party to ANY TAX FRAUD, and it is my firm intent to remain in honor.
I do not wish to be contacted or to receive any inciting intimidatinginnuendos from Mr. Cooper, XXXX XXXX, or XXXX XXXX XXXXXXXX XXXX XXXX in regards to the collection of any alleged debt that is owed regarding the account of XXXX XXXX.
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03/28/2019 |
Yes |
- Debt collection
- Mortgage debt
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- Attempts to collect debt not owed
- Debt is not yours
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Web |
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My mortgage was sold/transferred from Nationstar Mortgage to XXXX XXXX XXXX in XX/XX/XXXX. I have made mortgage payments to XXXX XXXX XXXX without missing a payment since this transfer although I was under Chapter XXXX Bankruptcy since XX/XX/XXXX. I was discharged from the Chapter XXXX Bankruptcy in XX/XX/XXXX. I began receiving phone calls from XXXX XXXX XXXX that my mortgage payment was 30 days delinquent. I informed them that I had been under Chapter XXXX Bankruptcy but my mortgage was not under the bankruptcy and I had continued to make mortgage payments throughout. I forwarded 2 years of payment verification to them and they responded in writing on XX/XX/XXXX, stating they had received my information and was researching my account. Next they mailed me a letter stating the there was a payment due XX/XX/XXXX and it had not been received and they were charging a late payment of {$12.00} to my account. I then phone them and request a manager, I was connected to a supervisor and I explained my problem. The supervisor when over all of the payments that I made since the account was sold/transferred to XXXX XXXX XXXX and discovered that a part of the payment I sent for the XX/XX/XXXX in the amount of {$470.00} had been applied to {$420.00} in foreclosure fees. The supervisor said the foreclosure fees came over with the account from Nationstar Mortgage. I informed the supervisor that my mortgage had never been in foreclosure, but that I was aware that Nationstar had tried to submit a claim through the Bankruptcy Court that I had missed 3 payments in XX/XX/XXXX. I explained that I had never missed a payment on the mortgage and that I had documentation from Bankruptcy Court that the motion was withdrawn after I provided payment verification to the Bankruptcy Court. The supervisor advised me to forward submit my documentation, which I did on XX/XX/XXXX. XXXX XXXX XXXX then responded to me by letter stating they received my correspondence, researched my account further and removed the fees. They also included a corporate advance history for my account documenting that {$420.00} in fees listed as a beginning balance had been charged to my account on XX/XX/XXXX and that a credit in the amount of {$420.00} had been applied on XX/XX/XXXX. The corporate advance history also showed XXXX other fees had been charged to my account, {$420.00} in FC ATTY Fees on XX/XX/XXXX ; {$270.00} in Bankruptcy Costs on XX/XX/XXXX ; and {$150.00} in Bankruptcy Fees on XX/XX/XXXX. This same letter also informed me that my account was still delinquent and due for the XX/XX/XXXX payment, although I had mailed a payment in the amount of {$510.00}, which was credited to the account on XX/XX/XXXX. I phone XXXX XXXX XXXX again on XX/XX/XXXX and requested to speak with a manager and after explaining my problem, I was told that the fees came to them with the account and that a manager was not available at that time and someone would return the call to me. I have not received a call from anyone from XXXX XXXX XXXX as of date. My mortgage has not been in foreclosure and there was no claim from Nationstar nor XXXX XXXX XXXX listed in my Chapter XXXX Bankruptcy.
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10/02/2019 |
Yes |
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- Trouble during payment process
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Web |
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Our mortgage with XXXX XXXX XXXX went into foreclosure due to their categorically refusing to work with us when we requested assistance. After several years, the servicing was taken over by Seterus -- HORRIBLE HORRIBLE company!!!!! They played games with us the entire time. We wanted to do a modification and they gave us a hard time from beginning to end. First, they refused to work with us until we signed a waver agreeing to never suing them. We really didn't want to sign such a document but they wouldn't entertain a modification with us unless we did, so we had to. During the trial period, we has to send them mortgage payments for 3 consecutive months. They claimed they didn't receive the payments and gave us a hard time about letting us do a XXXX XXXX payment ( and cancel the checks that were mailed in ) -- this was for 2 out of the 3 payments! We never had a situation where a payment went " missing ''. They told us we should continue making mortgage payments until the modification was " official '' and we did. In the interim, our loan was transferred to Mr. Cooper. I was calling them weekly to get updates on our modification. At this time we stopped sending payments as Mr. Cooper didn't have us officially in and we weren't sure where the payments would go. Also, none of the agents I spoke with could tell me anything regarding payments. After 4 months, we were told the modification was approved and that we should start making payments and we did. However, we were told that we were 6 months behind!! Besides the 4 months that we didn't pay Mr. Cooper, we had to pay the 2 months from Seterus. We had the 4 months, but didn't have the 2 months for Seterus as we had already paid them after the trial modification. It seems that Seterus did not apply these 2 extra mortgage payments to our mortgage, but used them to cover attorney 's fees. We were forced to come up with 2 months extra of mortgage payments due to this. We were devastated. Seterus was very underhanded with us in every way possible. They didn't care if we lost our home, even though we were making every effort to make sure we wouldn't. How could they let us believe we were making mortgage payments and apply it elsewhere and then say we owe mortgage??? It seems that banks are given too much freedom to do whatever they want and treat their customers dishonestly and not suffer any repercussions from it. We went through XXXX trying to keep our home, all because the banks were permitted to take advantage of the American public. Seterus has got to be the MOST DISHONEST AND UNDERHANDED company we've ever worked with. Their agents are nasty, rude, and blatantly lie. They will not say anything that may give you any assurance or hope. We have no way of recouping the extra 2 mortgage payments we made ( we had to borrow to make the extra payments ). And although there is discussion online about a class action suit against Seterus, I'm not sure we can take part as we were forced to sign a waiver ( they obviously know there is a lot of negative discussion about them ). We hope and pray that they be taken out and not be permitted to torment the American public any longer.
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08/07/2023 |
Yes |
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- Trouble during payment process
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Web |
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Mr. Cooper continues to conduct illegal and questionable business with our account.
As of XX/XX/XXXX Mr. Cooper sent our past due balance ( due to their errors ) to a collection agency. This is despite ALSO having sent approval to a recovery program for the same funds, while ALSO still requesting payment from us. Mr. Cooper has not drastically impacted our credit due to several faulty hits and negative reports.
We called to make a payment and was denied. We were then told that if we make a payment at the same time as our assistance coming through, they did not know where our payment would be credited to. Our assistance program has told us that it could mess up the funding if we make payments at the same time yet Mr. Cooper continues to insist that we make payments even though the approval process is documented and in the works for the assistance program. Mr. Cooper is attempting to illegally collect multiple payments and is now falsely reporting to the credit bureau.
Issues with communication : We still demand all signed receipts from Mr. Cooper to verify the several certified letters they claim to have mailed to our address.
We have NEVER received any communication via our online account/consumer portal or via email. This is likely because Mr. Cooper does not want a paper trail of their wrong doings since Mr. Cooper will only release call recordings via a court order. We have requested our call recordings several times and have been denied so now we DEMAND that ALL communication via in writing only via legal certified mail with a tracking number to our home address or via official, not spam, email to our listed emails on file.
We made this request and continue to receive phone calls from Mr. Cooper representatives from several different phone numbers. None of the callers leave voicemails either.
Mr. Cooper/Nationstar Mortgage is conducting fraudulent business under : ( 1 ) Sections 1031 and 1036 of the Consumer Financial Protection Act ( CFPA ), 12 U.S.C. 5531, 5536 ; ( 2 ) Sections 6 and 19 of the Real Estate Settlement Procedures Act ( RESPA ), 12 U.S.C. 2605, 2617, and the regulations promulgated thereunder at Regulation X, 12 C.F.R. 1024 et seq. ( RESPA Mortgage Servicing Rule ) ; and ( 3 ) Sections 4902 ( a ) and ( b ) of the Homeowners Protection Act of 1998, 12 U.S.C. 4902 ( a ) and 4902 ( b ) ( HPA ). Mr. Cooper is forcing home owners into unjust payment plans and threatening foreclosure without out cause. Mr. Cooper claims to have sent us certified mail on 3 separate occasions but can not provide us with tracking numbers or signed receipts of the letters. We never received any letters because they were never sent. Every time we speak with a representative from Mr. Cooper, we are told different things and each representative says the other one was wrong. We are constantly given faulty information. Mr. Cooper has denied us the ability to make our mortgage payment on several occasions because they want to keep our account behind so they can attempt to foreclose on the property. This company has reported our escrow in the negative despite our insurance company having paid them less than 6 months ago.
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01/28/2019 |
Yes |
- Mortgage
- Other type of mortgage
|
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Web |
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Complaint Against Mr. Cooper Mortgage Company Mortgage Assumption Department.
Contact Person in Mr. Cooper : XXXX XXXX-Research Associate, Assumptions.
Phone ; ( XXXX ) XXXX Research reference # XXXX Loan # XXXX On XX/XX/XXXX, we started a process for a Mortgage Assumption, we sent every document requested.
On XX/XX/XXXX they requested us an insurance policy for the house, we got a quote with my name in the main document and we sent it to them. they replied that in the policy should be me and my husband. The insurance company said that we need to buy the insurance if we need both names to show up in the policy. then we decided to buy it because we thought the process will take one or two more months. But it was not like that. At this time, we still paying for home insurance for a house that is not under our names. we paid approximately {$1700.00} for this home insurance.
Also, sometimes they requested a document that we already sent it. On XX/XX/XXXX, we sent a complaint letter to them included in one of the XXXX packages requested for them, but we never received any answer about this letter. Our contact in Mr. Cooper Mortgage Assumption program was Mrs. XXXX XXXX ; her phone number is XXXX. Also, one time we received a letter from mortgage assumption Department signed as a XXXX XXXX. I tried to contact Mrs. XXXX one time, but she replied that our contact was only Mrs. XXXX XXXX.
Sometimes I sent documents to XXXX per email, and she did not deliver to the Assumption Department, because later I received a mail letter asking for documents that already sent it to Mrs. XXXX.
On XX/XX/XXXX, we sent documents requested for Mrs. XXXX and then she said that our case will send it to underwriting department, but then on XX/XX/XXXX, 3 months later, we received an email from Mrs. XXXX requesting more documents. We though back in XX/XX/XXXX, we are going to close in XX/XX/XXXX, but it was not like that.
On XX/XX/XXXX, after months and months of sending the same documents over and over, we received an email from Mrs. XXXX " XXXX good day! Your case has sent to underwriting. Thanks, XXXX ". We were so happy but guess what, they take 5 months and 11 days to contact us with the news that our application expired and we need to start over.
On XX/XX/XXXX, we received a call from XXXX, a representative from Assumption department saying that our application is expiring, then they will close the current assumption process. My husband asked her why no one calls us in months or send an email or even a letter ; why XXXX did not call us? and her answer was " I don't know why she did not call you, they just asked me to call you ''. XXXX said that we will receive a letter informing us what is the next step. We received the letter on XX/XX/XXXX, but, was basically the same information that XXXX said to my husband.
Then we need to start from zero, after almost 2 years of the process after sending every document requested for them. These showed us that some members of Mr. Cooper Assumption Department were not doing the best for Mr. Cooper customers. Making look Mr. Cooper Mortgage company as a bad option from American families.
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01/04/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I refinanced my home in XX/XX/XXXX. The loan dispersed on XX/XX/XXXX and the title company sent the payoff to my current lender, Mr Cooper ( Nationstar ) at XXXX on XX/XX/XXXX.
I noticed on my settlement statement that the interest was calculated and collected through XX/XX/XXXX so I expected I would get a refund of those days of interest ( {$61.00} ) from Mr Cooper, a refund which never came.
I contacted the title company to verify what payoff amount was sent and asked for a copy of the payoff and wire detail. The payoff showed that the dollar amount sent to Mr Copper was through XX/XX/XXXX.
I had tried to reach Mr Cooper several times but wait times were long and I had to hang up because I was out of time to hold.
On XX/XX/XXXX, I finally was able to reach Mr Copper. I spoke to XXXX, who was trying to help but disconnected us and did not call me back.
I called back in and this time spoke to XXXX who told me that it was not credited until XX/XX/XXXX. When I inquired as to why, she said thats just the day they received it. I told her this was impossible as the title company sent the wire to them on XXXX. She said she could not help me change it. I was directed to the escalation team and asked her to transfer me. I was on hold so long I had to hang up.
XXXX I called Mr Cooper once again and asked for the escalation team. I was connected with a gentleman whose name I do not have any longer. He told me it was credited on XXXX because that is the day XXXX XXXX posted the wire. I asked how that could be because they received the wire on XXXX. I told him I am looking for a refund of the 4 days of interest from Mr Cooper. He said this is when it was credited and he can not change it. There is no refund.
I called back on XX/XX/XXXX, thinking I may get someone who knew better and once again asked for the escalation team. I spoke to XXXX, explained my situation, told her I had proof from the title company as to when wire was sent and she gave me an email address to send the wire detail to. She explained that I would hear back from them within 7-10 days as to their findings.
I sent the email to XXXX at XXXX on XX/XX/XXXX I never heard back concerning the email I sent as to what their findings were. I called in to follow up on this issue on XX/XX/XXXX.
XXXX informed me there would be no refund, that XXXX XXXX did not credit the wire until XX/XX/XXXX. When I asked how this could be when they clearly had it, he explained that it is what it is.
I asked to escalate to his superior and he said he filed it and that they would respond back to me within 72 hrs. I have never heard from them.
Mr Cooper and XXXX XXXX have stolen money from me. I am sure this goes on all the time. They are holding payments and collecting interest for a few days, lining their pockets thinking the public wont notice or not think {$60.00} is worth fighting them for!
XX/XX/XXXX was a Friday, the wire was sent 1st thing in the morning, it should have been credited that day, but giving them the benefit of the doubt since it was a Friday, it may get credited Monday at the latest. BUT in fact, they did not credit it until Tuesday XXXX.
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10/01/2019 |
Yes |
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Web |
Older American |
After a early retirement from an injury, our finances became strained ... ... ....
Things fell behind.
We contacted Nationstar Mortfage dba Mr Cooper for help. We have been transparent from the get go ....
We did a modification which was Ultimately denied because we didn't have a need according to Mr Cooper. They determined this because we made our payments through the process ... ...
We ( tried to ) explain ww were paying the mortgage strictly through savings and that was running out so we seriously needed help to keep our house.
So a second modification was started in XX/XX/XXXX which was a total nightmare. I sent and resent and resent documents they needed snd although I have confirmation they received the documents, they would tell me they did not receive them. They kept dragging The process out until it expired and then they REJECTED it .... After 6 months of dealing with these people for a 2nd modification. ( BUT ... ... NO ONE FROM NATIONSTAR TOLD US ONE TIME THAT A MODIFICATION HAD TO BE COMPLETED AND DENIED BEFORE A SHORT SALE COULD BE APPROVED ) ... ..
Or maybe that's a lie too ... .... Idk We also discussed other options with Mr Cooper such as a short sale and/or a Deed in Lieu of foreclosure. So, in XX/XX/XXXX, we put it on the market as a short sale and we used the Realtor Mr Cooper told us to. We were asking for pay off only. For 5 months, we showed it but got no offers because the house has fallen in disrepair.
We owe XXXX and the appraisal Mr Cooper Did was In the 160s.
In XX/XX/XXXX ( and by the Grace of XXXX ) we got an offer of XXXX on the house. We were so Blessed. I cant even tell you.
So Mr Cooper TOLD US in XX/XX/XXXX to Put it on the market as a short sale ... ....
We sold it XX/XX/XXXX No one explained anything to us in this process. We have had to force information from them AND 9 out of 10 people we spoke with told us WRONG ... ....
A young veteran is trying to buy our house. He paid his dues to this country and this is what he gets too ... ... This us messed up ... ... ..
So after fighting with them since XXXX, Mr Cooper foreclosed on our home and it was auctioned off yesterday. The starting bid was XXXX so if someone would have bid on it, they would have walked away with my house for XXXX and I have had a pre-approved offer of XXXX.
I am now living in a camper. We are XXXX years old and he is working out of state because theres no work here. Weve lost our house and this will likely ruin us for the rest of our Life.
Yesterday, Mr Cooper told me ... ...
WELP ..., We ran out of time to approve your short sale. Nothing you can do ... ..
THIS CANT BE LEGAL ... ...
We sold our house ... ... ...
We've been in touch with FHA and have a case number. They can provide additional info.
FHA CASE # XXXX I am college educated and very Intelligent and these people have broken us. I can not imagine how it would go for people who are less educated or knowledgeable ... ... ..
MY TAKE ON THIS IS They never had ANY intentions of approving the short sale and EVERY intention of screwing us ... ....
We followed their lead TO THE LETTER ... ...
I demand satisfaction ... ... ...
|
05/24/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
Nationstar/ mr cooper foreclosed on our home in XXXX XXXX Michigan if 16 years. We learned of this sheriff sale by a city clerk XX/XX/XXXX. The sale took place XX/XX/XXXX. I called mr cooper to resolve only to discover they wanted {$14000.00}. They refused anything less even though I showed proof of payments. It is now passed the Redemption period and we don't know what to do. Our home was returned to XXXX XXXX. I wrote to nationstar/mr cooper and included XXXX XXXX, asking them to unwind this wrongful foreclosure that was brought about by finds and fees unknown to us.
Can someone please help.
Nationstar/Mr. Cooper Attn : Customer Relations/Community Manager MrXXXX XXXX XXXX XXXX XXXX XXXX XXXX, Texas XXXX Mr. XXXX XXXX, You responded to me on XX/XX/XXXX regarding my complaint below in a email dated XXXX XXXX, XXXX only to tell me there's nothing you can do, which you could imagine that's the sameresponce I received through- out this wrongful foreclosure. You said that you hold executive authority to undue any fault you found. I then asked you a question ; if you had ever been foreclosed on. You answered ; No - but knew what I was going through. Mr.XXXX, there's no way you can even imagine what a family goes through unless you lived it. With that being said, did you investigate my account? What reason did you ( Mr. Cooper/Nationstar, loan servicers ) have that authorized you to foreclosure on our home? Below, is an accurate view of my account that you would have reviewed and Immediately you would have see that there was no cause for you ( Mr. Cooper/Nationstar, loan servicers ) to do what you done foreclosing on us. Seems that you used a return payment scheme to put my loan behind. The question is why? Mr. Cooper/Nationstar threatening homeowners with foreclosure to pay your imposed finesand assorted fees is extortion. I have read where ( Mr. Cooper/Nationstar ) get paid more money foreclosing on homeowners than you do servicing mortgage loans of homeowners. Is that true Mr. XXXX? I've read where Mr. Cooper/Nationstar have been sued acrossthe Nation for illegal acts against homeowners for these wrongful foreclosure tricks and schemes. Mr. Cooper/Nationstar, does this violate my Bill Of Rights or any Federal and or State laws? If so, I would like you ( Mr. Cooper/Nationstar ) to make EVERY EFFORTto reverse this wrongful foreclosure immediately.
Mr. XXXX, I should not have to tell you how hard my family and I had to work and saved for years to buy our house or tell you the heartbreak, stress and XXXX that you and Mr. Cooper/Nationstar has purposely caused us for your financial gain.I have children in school and that this is the only place they call home and now we live in fear from one day to the next. Put yourself in those shoes Mr. XXXX and then tell me how you and Mr. Cooper/Nationstar will gladly reinstate our loan. I want you toremember how I begged and pleaded with your loan specialists for help that you advertise to help homeowners. I estimate 10 months of you and Mr. Cooper/Nationstar not accepting payments that would amount to be approximately to be {$10000.00} that I want topay towards.q
|
12/29/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Older American |
On XX/XX/XXXX it was brought to my attention by a letter that I received via postal service, dated XX/XX/XXXX that my XXXX had been turned off because my bank ( XXXX XXXX XXXX XXXX ) informed Mr. Cooper that my account had either been frozen or closed.
After further investigation into this I realized what happened. In XX/XX/XXXX my mortgage with Nationstar was transferred to Mr. Cooper. Unlike other companies that automatically continue your autopay when the servicer is transfered. Mr. Cooper had me input on their website my bank routing number & bank account again. The last digit in my checking account was omitted.
After months of dealing with the XXXX XXXX of Mr. Cooper & trying to resolved this & repair my credit that has been destroyed due to this error. I have gotten no where. Prior to this my credit score was 846, I have never been late on a payment with any accounts that I hold. I have 3 seperate mortgage 's & all are always paid on time.
I received a monthly statement from Mr. Cooper that showed my payments as being paid each & every month until XX/XX/XXXX. Therefore, I thought that my payments were being made. I do not balance my personal checking account as I have a corporation & the majority of my bills are paid through it. I review all of my personal bank statements at the end of the year when preparing my personal tax information for my CPA. I met with the manager of XXXX XXXX XXXX XXXX yesterday. She looked into the matter & said that it was another merchant that Mr. Cooper was taking the monthly mortgage payment from until XX/XX/XXXX when that merchant noticed it on their bank statements. Mr Cooper re-payed them in XX/XX/XXXX. Which is when they reported a 60 day late to the credit bureau on me.
As soon as this was brought to my attention in XX/XX/XXXX by Mr. Cooper. I brought my account current. Minus all of the late fees & bank fee 's that they charged me. They have also sent me a new XXXX for XXXX as they did not collect the interest from me. But did collect it from another party.
They reversed several of the late fees but have not reversed all of them & still say that I owe an additional {$230.00}. But the worst thing is my credit is affected now! XXXX XXXX whom I carry a HELOC with on a property that I own free & clear, has canceled my line of credit because of this. I am a business woman & run a XXXX XXXX along with being a full time XXXX. My credit is important to me & again I will reiterate. I do not make late payments to any accounts. You can see this by looking at my credit reports. The only one you will see is this one.
I am asking for your help to resolve this with Mr. Cooper in my favor as I have no proof that this was an error on my part as they say it was. They claim that I entered my account number incorrectly. I find this hard to believe that I entered the account number 2 times in their system incorrectly as I know my account by heart. And, why did they not verify with my bank that it was in fact my account number. This makes me think that you could just guess an account number & put it in their system. Bank accounts should be verified!
|
08/21/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
|
|
Web |
|
We were transferred to Mr. Cooper from our previous lender. It was extremely painful experience to pay off our loan with Mr. Cooper.
After receiving the quote from them, we wired them the money in the amount of {$100000.00} on XX/XX/2021. We did not hear from them for many days. They did not tell us if they received it or not. When we called to ask for status, they said they did not received the money, and asked us to contact their research department to look for the money. We did as directed, but never heard anything back from the so-called research department. After waiting more weeks and calling them many more times, they finally said they received the money a long time ago but rejected it since they were missing some information. They did not bother to ask us for the information before rudely turned down our payoff money.
Then after over a month of communication with this irresponsible lender, we had to go through the pay-off process again and lost several hundred dollars because of their irresponsibility.
Finally on XX/XX/XXXX, we paid off our loan in the amount of {$100000.00}. There was an over-payment amount ( {$96.00} according to them ) and we assumed they would send that to us soon.
They never did. So we called again to ask about it in early XXXX. They said they already sent us the money, and if we did not receive it, they would send it again.
We waited another 10 days. No money was received. We called again. They said they did not send the money to us yet and they would do it soon.
We waited more days. No money was received. We called again. They said they sent us the money a long time ago and the check was already deposited. Therefore, after all, they would not send us any money. They also claimed the signature on the check deposited was the same as what's on file from us.
But we never received the check or deposited it. We then asked for a copy of their check sent to us, the bank name and account number the check was deposited into, and the picture of the signature. We were hoping to find some clue of who deposited our check. But reps from Mr. Cooper refused to provide any of that. They said if we wanted to find out where the money went, it's our job to file a police report, while Mr. Cooper is not responsible to provide any relevant information to us.
They then ask us to contact their research department if we still want our money. We asked to speak to someone from that department. They said that department does not handle phone calls. We had to email them, which is the only way to contact them. They then gave me an email address.
We emailed ( XXXX ) on XX/XX/XXXX. Now 10 days already passed. We heard nothing back from this research department. Not even a note acknowledging their receipt of our email inquiry.
Up till now, 4 months after our payoff, we still don't have our overpayment refunded. And during this whole process, Mr. Cooper never reached out to us although they owe us money. They did nothing to help out the customer except keeping customer 's money to themselves.
If you need reference, the last rep we talked to was XXXX, work ID XXXX.
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10/23/2021 |
Yes |
- Mortgage
- Other type of mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
Older American, Servicemember |
In XX/XX/2021 I, contacted Nationstar Mortgage LLC D/B/A MR. COOPER to make the lender aware that we the borrowers were not able to pay the {$23000.00} due on the Balloon loan as of the XX/XX/2021 maturity date and needed to know what our options were. I was told that there were 2 options : a loan modification or refinancing but was encouraged to refinance. I applied for refinancing but was denied. Reason : debt to income.
In XX/XX/2021, I decided to apply for the Loan Modification but was told the Investor was no longer doing loan modifications and was encouraged again by customer service to submit an application to refinance the Balloon Loan and was referred to a Loan Officer. I made him aware that my 1st application was denied. After his initial review of our information he said we should move forward with a 2nd application because he believed we would be approved. Thus, the process begun. The loan officer later told us that our application had been approved. More than once, I reminded him that the 1st application was denied and asked what made the difference the 2nd time? He said because our income was from Social Security and Pension, we were good candidates for refinancing. We complied with all the requests : paid {$590.00} for an appraisal, e-signed many company generated documents, submitted several requested documents, communicated with the loan officer and loan processor by phone and email several times.
After several weeks, we expressed our concern about the process going beyond the XX/XX/2021 maturity date of the loan to the loan officer, the loan processor and customer service and each time, we were assured the refinancing would override the default. The Loan Estimate Fact Sheet changed several times ( approx. 5 times ) and each time we asked for an explanation. The loan officer told us, we should close by the end of XXXX. Instead, on XX/XX/2021, we received a Statement of Credit Denial Letter ( attached ). It states, " Poor credit performance with us. '' When the loan was transferred to Nationstar Mortgage, they were authorized to automatically withdraw the payment on the first of each month. Nationstar discontinued the automatic withdrawal effective XX/XX/2021. Since then, we received letters offering assistance and referring us to a single point of contact ( SPOC ). Our attempts to contact the SPOC on numerous occasions were unsuccessful. However, I connected with a Call Center representative who referred me to the Loss Litigation department who then referred me to a Reverse Mortgage lender, Hope and HUD.
On Tuesday XX/XX/2021, we removed from our mailbox a letter dated XX/XX/2021 from the Attorneys representing Nationstar d/b/a Mr. Cooper informing us of their intent to foreclose on our property within 33 days ending XX/XX/2021.
Our Complaints : the reason ( s ) given for denial should have prevented the application process from going forward, we were robbed of 3 months that could have been used to find another solution, we should not have incurred the appraisal expense, we believe the foreclosure was always their intent.
Thank you for your attention,
|
01/03/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
I am hoping that you may be able to help me settle a consumer matter involving myself and my mortgage servicing company, Mr. Cooper ( previously known as Nationstar Mortgage, LLC ), regarding the handling of my escrow account ( related to loan number XXXX. ) Mr. Cooper did not pay my homeowners insurance policy premium, which led to a lapse in coverage on my property from XX/XX/XXXX, to XX/XX/XXXX. Mr. Cooper did not inform me of this lapse until XX/XX/XXXX, by which time it was too late for me to rectify it.
I have suffered financial penalties due to Mr. Coopers mishandling of this situation. For one, I could not get the same premium that I was offered by my insurance company in XX/XX/XXXX. At that time, my premium for 12 months of insurance would have been {$1700.00}. However, because Mr. Cooper did not pay the premium, I have a lapse on my record, and my new insurance policy is now {$2500.00}. I would like Mr. Cooper to re-imburse me for the {$810.00} difference in the insurance premium.
Additionally, Mr. Cooper charged me for insurance that covered the period when my property did not have insurance coverage. The fee for that was {$1700.00}. I would like them to reverse this charge since they were the ones that did not pay my original insurance premium, which led to the lapse in insurance.
This is upsetting to me for several reasons. An escrow account is a simple concept. Every month, I fulfill what is expected of me by paying my monthly payment. However, Mr. Cooper did not fulfill their end of the agreement by paying my insurance premium. As such, my house was not insured for a period of nine months. Additionally, I am being penalized through higher insurance premiums due to the lapse. A representative from Mr. Cooper told me on the phone that they did not realize that the insurance policy had lapsed until XX/XX/XXXX.
When I discussed the matter with Mr. Cooper, they denied that this was their fault. I re-financed my mortgage in XX/XX/XXXX with XXXX XXXX and the servicing of the mortgage was subsequently transferred to Mr. Cooper in XX/XX/XXXX. Mr. Cooper claims that my former mortgage servicer did not transfer the correct insurance information which led to Mr. Cooper not making the payment. However, Mr. Coopers research team explained to me in writing that when my mortgage was transferred, Mr. Cooper received two insurance documents. One was for a policy that ran from XX/XX/XXXX to XX/XX/XXXX ( which was correct. ) The second document was for a policy that ran from XX/XX/XXXX to XX/XX/XXXX ( which was incorrect. ) Mr. Cooper admitted that the second document was not associated with my property and was for a different homeowner. It makes no sense to me that Mr. Cooper would use the incorrect document. Mr. Cooper appears to not have any internal controls in place to deal with this type of situation. I have included a letter I received from Mr. Coopers research department.
I feel as though I am caught in the middle of two mortgage companies, each one pointing fingers at each other, while I am stuck in the middle. I am hoping that you can help me settle this matter.
|
01/11/2023 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
Older American |
SUMMARY : Post-COVID XXXX forbearance mortgage modification ignores FHA recovery options and replaces them with new mortgage at nearly double the rate on existing mortgage. DETAILS : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXX/XX/XXXX. When I was XXXX XXXX I continued making mortgage pmts with dwindling savings, through XX/XX/XXXX, but then heard about the XXXX mortgage forbearance. I sought and received a XXXX mortgage forbearance. The forbearance period ended in XX/XX/XXXX. The mortgage company sent me a mortgage mod to get my mortgage back on track. Because I was still without a job I was only able to make XXXX payment. I asked for assistance, submitted an application, and spent the next 7 months sending documents to replace docs they rejected. I received notice of pending foreclosure in XX/XX/XXXX. Around the same time my old employer contacted me with a job offer. When I heard that, I contacted the mortgage company, let them know about the job and ask about the foreclosure. The rep said to submit another assistance application which would put foreclosure on hold. I did that, submitted the assistance application & the docs requested, but they kept saying there were errors or I didn't send the right docs, so I re-sent the docs, but the same thing, etc. etc. for several months. On XX/XX/XXXX, I also sent an email with the docs explaining that since I was reemployed and was able to resume making payments I was requesting an option I qualified for, XXXX of the XXXX Recovery Loss Mitigation Options announced in XXXX XX/XX/XXXX Letter to Mortgagees. The FHA letter said that for homeowners who could resume making payments ( like me ), XXXX XXXX Recovery Standalone Partial Claim was available to pay all past due payments, fees and other arrearages in order to reinstate the original mortgage so that the homeowner could resume making payments on the original mortgage. I got no response from the mortgage company to that email. Finally on XX/XX/XXXX I received a letter from the mortgage company with a mortgage mod offer. Even though XXXX XX/XX/XXXX XXXX XXXX XXXX states that the Mortgagee MUST evaluate Owner-Occupant Borrowers impacted by XXXX for a XXXX Recovery Standalone Partial Claim, the companys offer ignored XXXX XXXX Recovery Loss Mitigation Options and instead wanted me to accept a modified mortgage ( FHA XXXX Modification and Partial Claim ) creating a new mortgage with a rate nearly double my XXXX percent current mortgage rate. Even though they used a partial claim to reduce the principal balance, the new payment would still be nearly {$500.00} a month higher than my current payment. CONCLUSION : This mortgage company, Mr. Cooper ( aka Nationstar Mortgage ) has a history of abusive practices. I believe they are doing the same thing, ignoring FHAs guidance to consider me for an FHA XXXX recovery option beneficial to me and for which I qualify, in favor of forcing a new current-market-rate mortgage on me and greatly increasing my mortgage payments.
|
03/27/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
Older American, Servicemember |
I had four ( 4 ) mortgages that originated with XXXX XXXX XXXX in XX/XX/XXXX. I never had any problems with XXXX until three ( 3 ) were sold to Nationstar a/k/a " Mr. Cooper '' in XX/XX/XXXX. All four loans have been paid off except for one with Mr. Cooper, in which there is a minor dispute of {$350.00}, which they refuse to accept even though it was the agreed-upon pay-off amount. Mr. Cooper has now sent the collection to XXXX XXXX as a debt collector, and the amount in dispute is now over {$1000.00} in less than a year. In fact, Mr. Cooper owes me many thousands of dollars.
Mr. Cooper has been a HORRIBLE business to deal with. I have attached numerous documents which demonstrate what I conclude has been fraud against me in at least two of the three mortgages. They also lied to the XXXX of XXXX and XXXX Texas. They reneged on another settlement regarding insurance policies that they had agreed on and only after the BBB case had been closed in favor of me as the consumer.
Mr. Cooper 's and XXXX 's actions are nothing short of extortion. I have recently applied for a mortgage with XXXX XXXX, which was denied almost solely based upon Mr. Cooper 's false representations and their refusal to honor their pay-off amount on the third loan of mine with them. This was after XXXX XXXX had full disclosure of my problems as a victim of Mr. Cooper and fully five weeks after having my second loan request with them. Furthermore, I had already paid them for the appraisal, which I don't believe was ever made. I recently recalled that Mr. Cooper and XXXX XXXX were business partners on at least one of my loans. There was an inherent conflict of interest, and XXXX XXXX should have had an unbiased independent examination of my credit history conducted, which they failed to do. I still need that loan to be closed as soon as possible. An attorney representing me and I have requested from Mr. Cooper several times for complete copies of the account history such as payments, debits, insurance, etc. These statements show excessive charges, servicing errors, fee errors, payment errors, escrow errors, and pay-off errors. XXXX Mortgage was informed by myself of the problems that Mr. Cooper caused by breaching our agreement for the pay-off of the last loan with them. Instead, XXXX ignored my advice. As I previously mentioned, Mr. Cooper owes me tens of thousands of dollars, which is now escalating due to my inability to obtain a mortgage loan due to their errors and misconduct. XXXX XXXX then denied my loan because of my being a victim of Mr. Cooper, of which XXXX XXXX is affiliated with, and because I was traveling nearly constantly while employed as a XXXX XXXX XXXX with the XXXX XXXX XXXX XXXX and had all of my accounts on automatic Billpay. I find these acts to be abhorrent against someone who put over 20 years in service to our country, including nine years in the active XXXX XXXX. XXXX XXXX summarily dismissed it, despite the evidence that I had produced showing that Mr. Cooper was completely at fault, with not only my three loans but thousands of others that they have recently admitted to.
|
01/06/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
We made a payment on XX/XX/XXXX and received an email confirming the payment. This was for the mortgage payment due XX/XX/XXXX.
On XX/XX/XXXX, we logged in to make the XXXX payment and saw that there was a past due balance. The payment had been reversed on XX/XX/XXXX. When I contacted Mr Cooper via their online messaging portal, the response I received was that it was reversed due to not being able to find the account number : " Our records indicate that the last payment received on XX/XX/XXXX, was unable to be processed as the account was not able to be located, which resulted in the payment being reversed. '' I submitted a follow up message because we have made a payment with that same bank account before and it's worked fine. In the follow up message, we were told it was due to NSF : " Our records indicate that the last payment received on XX/XX/XXXX, was unable to be processed Insufficient funds, which resulted in the payment being reversed. '' That's also not true. There were sufficient funds. So this morning, XX/XX/XXXX, I called to find out what was going on. We had made a payment on XX/XX/XXXX for the amount that was past due. I made another payment on XX/XX/XXXX for the XXXX payment. I was told that the issue was not due to not being able to find the account number nor due to NSF, but due to an error with Mr Cooper when switching payment processing providers in XX/XX/XXXX.
For all three payments, I have received XXXX emails stating 1 ) that the payment was received and that 2 ) the payment was posted. For the reversed XXXX payment, there was no email, mail, nor any notification that the payment had been reversed. There was also no email or other notification from Mr Cooper in general that they had issues processing payments in XXXX as this affected every customer according to the service representative I spoke with. When I asked for an email or statement confirming that my account was up to date and paid, the representative stated that she could not do that.
I expressed to her my concern that we hadn't been notified of the reversal or any payment processing issues. Further, I was concerned that the last XXXX payments on XX/XX/XXXX and XXXX showed as received and posted, but did not show as being processed by my bank, even in a Pending status. She assured me that they showed processed on her side but would not give me an email or a statement otherwise.
I'm concerned that this could lead to my mortgage going into arrears and potentially being foreclosed upon given this issue and that no payment attempts have been showing with my bank. She did offer to send an email to a response team that may be able to provide me a letter or email stating that my account is in good standing, but that it could take up to XXXX days for that if they can do it at all.
My complaint then is that 1 ) we were not notified of a reversal of payment so that we could resubmit, 2 ) that no notification was sent to the customers of Mr Cooper that there were payment issues in XXXX, and 3 ) That I can not get confirmation from them other than their word that my account is up to date.
|
10/23/2021 |
Yes |
- Debt collection
- Mortgage debt
|
- Attempts to collect debt not owed
- Debt is not yours
|
|
Web |
|
XX/XX/2021 I, a CONSUMER, a NATURAL PERSON wrote a letter according to 15 USC 1692g to inform Nationstar/Mr. Cooper, an organization, that I was disputing and requesting Validation for an alleged debt. I also informed Nationstar/Mr. Cooper, an organization, that If they reported any invalidated information to the 3 major credit -reporting agencies ( XXXX, XXXX and XXXX XXXX that their actions may constitute fraud under federal and state laws.
I also wrote Nationstar/Mr. Cooper, an organization, a Cease and Desist according to 15 USC 1692c ( c ) informing Nationstar/Mr. Cooper that I was refusing to pay the alleged debt and to cease all forms of communication with me through any and all mediums. I informed Nationstar/Mr. Cooper that I, a CONSUMER, the original creditor was invoking my special remedy according to 15 USC 1692c ( c ) ( 2 ) demanding they XXXX out the balance of the account, grant me my property deed lien free, pay the attached invoice and to delete from all Consumer reports. I instructed them to provide me with the name and address of the alleged creditor, name of the alleged debtor, alleged account number, address of alleged debtor, amount of alleged debt, date the alleged debt became payable, date of original charge of delinquency, was the debt assigned to a debt collector or purchased, amount paid if debt was purchased, commission for debt if collection efforts are successful.
I instructed Nationstar/Mr. Cooper, an organization, to attach the agreement that granted the collection agency the right to collect the alleged debt, the signed agreement debtor made with debt collector or other verifiable proof of contractual obligation to pay debt collector, any agreement that bears the signature of the debtor agreeing to pay creditor, all statements while account was open, have any insurance claims been made by any creditor regarding the account, have any judgments been obtained by any creditor regarding the account, and the name and address of the bonding agent for the debt collector.
I informed Nationstar/Mr. Cooper, that they had 30 days to return the form I sent completed along with all requested information, assignments or other transfer agreements, which would establish their right to collect the alleged debt from the date of receipt of my letter.
I informed Nationstar/Mr. Cooper that their claim could not and would not be considered if any portion of the form was not completed and returned with copies of all requested documents.
XX/XX/2021 I, a CONSUMER, a NATURAL PERSON sent the letter to Nationstar/Mr. Cooper, an organization, by way of U.S. Postal Service, CERTIFIED MAIL RECEIPT.
XX/XX/2021 I, a CONSUMER, a NATURAL PERSON checked the USPS website to track the letter sent on XX/XX/2021 and saw that it was delivered XXXX, XXXX to XXXX XXXX TX XXXX I did not receive a CERTIFIED MAIL RECEIPT from Nationstar/Mr. Cooper notating it had been received by an agent of Nationstar/Mr. Cooper.
Nationstar/Mr. Copper has not complied with the Cease and Desist and has continued to contact me through mail and other means, Violating 15USC 1692c ( c ).
|
06/11/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
Servicemember |
Please stop the sell of our home. Request attached to this email. Please help, auctions sale is scheduled for Wednesday, XX/XX/2019.
I am at a critical point of our home ownership. I have in good faith tried to negotiate a modification for the life of my loan that is fair to the investors, servicer, and my family of XXXX.
I do understand that the bank does not have to offer or even extend any modification terms. I am not looking for handouts and we are fully aware of the moral hazard implications do not want to contribute to it.
I have utilized both chapter XXXX and chapter XXXX bankruptcy filings to place my family in a financial position to afford the mortgage, and to avoid foreclosure I have reduced and cut expenses in every way possible. I have utilized every legal remedy to save our home.
We have been told, by HUD agencies and credit counselors, that our front and rear end ratios regarding our income is sufficient to receive an affordable modification, however, the investor group has rejected every viable option to receive a life of the loan, affordable mortgage solution to date.
On Wednesday, XX/XX/2019, if no resolution is in place by that time, our home will be sold.
I have exhausted efforts to achieve an affordable mortgage, because the investors ( XXXX XXXX XXXX XXXX As Trustee For XXXX XXXX XXXX XXXX XXXX, Mortgage Pass-Through Certificates Series XXXX ( Mr Cooper Loan Number : XXXX ), to date, have denied any affordable mortgage for the life of the loan, because they have only extended payment plans that have been temporary and offered no long term solution.
If given the chance for a fair solution, we will be able to sustain mortgage payments for the life of the loan. I am now at the mercy of the servicer, the investors, and any efforts your office can extend at this point. I pray that the investor team will have compassion and really work to help us maintain our home with a proprietary mortgage modification solution that is long term, affordable for all the stakeholders to include the investor and servicer. Please help, as this will be my last opportunity to keep our home. I hope a final effort can be made for a modification on behalf of my family and our family of XXXX is not displaced.
Our primary goal is, and has always been, to maintain our home and not displace my family. I realize this is an uphill battle, but I will not be able to be at peace if I do not try to use every possible option until the options have been exhausted for a modification that is for the life of the loan.
This issue has created tremendous anxiety and uncertainty, and I have the tremendous weight of this burden to ensure the stability of my family. I feel things are starting to cave in around me now.
If you can make a final attempt for a modification on my behalf, I would like to pursue the optionit is at least worth the effort.
Please know that all of your efforts and attempts will be greatly appreciated and your advocacy will never be forgotten Please advise.
Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX CA XXXX ( XXXX ) XXXX XXXX XXXX
|
12/14/2018 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account information incorrect
|
|
Web |
|
In early of XX/XX/XXXX I started a modification of my mortgage. I had paid my mortgage every month but not on the first of the month. I was not 30 days late. I continued to make my payment and in XX/XX/XXXX I started to make my payment on the XX/XX/XXXXaf the month, gor the month of XX/XX/XXXX. I was told at that time that my modification was accepted and I was in the trial period. I still tried to make my XX/XX/XXXX payment but the lady wouldn't accept it. She said because of the modification she couldn't take it and that it would mess up the modification.
At that point I asked her if this would mess up my credit would I be reported late. She said no it would not be reported late because I was now in the modification. We discussed other things then I turned around and a satirist second time are you sure this is not going to affect my credit negatively. She again said no this was a recorded conversation.
Later when I looked at my credit report a couple months later I had indeed been marked late for 30 days and then consecutively after that I had been marked late. I had paid my modification on time I am now in the set modification. I have not missed a payment I've paid it on time they still will not correct this. I called and talked to customer service they went back and listened to the tape and they said you did ask twice and she said twice it would not hurt your credit. they said that they would try and call the credit reporting department and put in a complaint to get this taken care of and I would be notified. Twice I've tried to take care of this problem with them and twice they refuse to report correctly. I am taking it to you guys hoping that they will correct it I am going to have to get a lawyer if can't do anything.
Since all this has happened my modification is not being reported. They haven't reported that my loan amount was lowered my payment was lowered they have not reported that I've been on time. It seems like they are doing anything they can to destroy my credit. I was never late on my mortgage and I would have probably not went through the modification if I knew it was going to destroy my credit like this. It saved me {$300.00} but I can't get a new car or it's going to cost me another XXXX. My insurance has went up on my house and my car. So they really haven't saved me any money.
the recording on the phone call happened XX/XX/XXXX or XX/XX/XXXX and then I spoke to somebody I believe again in XX/XX/XXXX. The phone call in XX/XX/XXXX agreed that they had told me wrong and it was their fault. But the credit reporting department is refusing to do anything about it. If you could get the recording from those days you will see exactly what I was being told. I want all lates removed off of my credit report, all bureaus. I want my payment on the credit report to show correctly reflecting the modified rate and I want the amount that I still owe to show correct modified amount.
I also think that there should be fines to this bank for reporting incorrectly on purpose after being notified and listening to the recordings.
Thank you, XXXX XXXX
|
12/06/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
The company continues to refuses to apply my payments the way I have requested them to be applied. When I call, I get " disconnected '' mid sentence and they don't bother to call me back.
Since XX/XX/XXXX, I have sent XXXX ( XXXX ) payments of {$1600.00}, totaling {$8000.00}. My account had been transferred on XX/XX/XXXX to Mr. Cooper with the first payment due to them on XXXX, but they applied the mortgage payment to XXXX instead of to XXXX as they should have. This was never corrected. Mr. Cooper is unable to show me how those payments were dispersed beyond the first {$3100.00} mortgage payment and a transfer of {$1600.00} to escrow. That leaves {$3200.00} unaccounted for. I was told I have an estimated escrow shortage of just under {$2000.00}, even with the transfer of {$1600.00}. After sitting on hold for more than XXXX minutes, I was told that my escrow shortage was only {$200.00}. I told them to apply {$1600.00} of unapplied funds to the escrow account and requested a new escrow analysis. The remaining {$1600.00} stayed in unapplied funds to go toward the next mortgage payment. They are unable to tell me when and how much interest has been applied to my mortgage account, but stated that it should be XXXX XXXX annually despite nothing showing in my statements. They also stated that my escrow cushion must be twice the monthly escrow amount, which is not consistent with the XXXX amount noted on the CFPB website. When I asked if I must maintain an escrow account or if I may close the account to make my own tax and insurance payments in XXXX, I did not receive an answer. When I asked why the monthly mortgage amount needed to be increased, I was told this was due to taxes. But according to records, my XXXX taxes were {$8900.00} and XXXX taxes were {$9000.00}. Mr. Cooper was unable to share my XXXX insurance fee, but I do not believe it has increased significantly enough to increase my monthly mortgage payment from {$3100.00} to {$3500.00} ( a {$360.00} difference ).
Although the representative was very cordial and patient, I have found that overall the company has an alarming deficiencies in accounting as evidenced by my extremely confusing payment history provided online. They also fail to allow customers to access itemized accounting of escrow accounts- this must be requested by calling. I believe they use creative accounting to increase monthly payments, therefore earning more revenues from their unknowing customer base.
It is important to note that Mr. Cooper originally stated my mortgage payment would increase on XX/XX/XXXX, but after my complaint to CFPB, they retaliated by making the mortgage payment increase effective on XX/XX/XXXX instead.
As of right now, I am completely unsure how and when my {$8000.00} of payments have been applied, when my escrow interest is paid, when my next payment is due, or how much is due. Mr. Cooper 's accounting principles are questionable and the ethics surrounding the application of payments leaves much to be desired.
Please note the dates and amounts on the attached documents, which support my statements.
|
05/05/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
|
The below is every effort I have made from XX/XX/XXXX until present XX/XX/XXXX.
I contacted Mr. Cooper via chat on XX/XX/XXXX at XXXX and was connected to XXXX ( Arizona XXXX due to logging in to pay my mortgage and noticed that it stated that I owed money due to an escrow analysis on XX/XX/XXXX and was short {$340.00}. So I was looking to get more information regarding this and she was to send my account to be updated and corrected stating thats the escrow account will alter and update to reflect that I am not escrowed for insurance, case # XXXX. I was asking her to also mark my account so that I am not penalized for Mr. Coopers error and she disconnected the conversation. Called in spoke to XXXX who then transferred me to XXXX who I re explained everything to and was going to be reaching out as she said my account was marked as I owned a condo, which I own a single family home so she was going to send a ticket and I would receive an email within 7-15 days ref # XXXX. Also asked XXXX to mark my account so I do not get penalized or have the amount change due to this error and she said she would. I explained I would pay the amount I owed in full ( if I owed ) once this all has been resolved. Waited the allowed days, never received an email or phone call and my account online now showed my payment jumped due to not paying the escrow analysis in full which I had asked not to happen. Called on XX/XX/XXXX at XXXX spoke to XXXX who hung up on me, called back spoke to XXXX who transferred me to escalations- XXXX at XXXX XXXX who I explained everything to informed me of the break down, re explained the situation then mentioned about the condo and not a single family home and he said nothing said I needed to speak to the insurance department then he disconnected the call instead of transferring. Called back to the insurance department, XXXX XXXX Texas ) at XXXX XXXX she informed me on XX/XX/XXXX Mr. Cooper cancelled the condo on my account and updated it to the single family home. She was reaching out to get more information regarding why my insurance was being escrowed when I pay XXXX directly every 6 months due to being told when I got my mortgage loan I was not able to have it combined. To have the escrow analysis redone due to Mr. Coopers error, what I would owe for the escrow analysis, if anything and what my new mortgage payment ( if it even changed ) would be. XXXX stated she would call me back with an update later that day, XX/XX/XXXX but never called back. I did receive an email from XXXX XXXX XXXX XXXX XXXX XXXX who I reached out to on XX/XX/XXXX, I had sent her an email at XXXX regarding my last conversation with XXXX and was looking for an update/ information. Did not get a response so I emailed XXXX again on XX/XX/XXXX and still no response back from XXXX. On XX/XX/XXXX I submitted a ticket on Mr. Cooper along with a form to submit a formal complaint to Mr. Cooper that was emailed to XXXX with zero response and for the ticket I had submitted a basic response without resolving me issues or concerns. On XX/XX/XXXX I had sent another email to XXXX.
|
09/23/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
|
Due to XXXX I lost my job and was unable to make payments on my mortgage.
I applied yo the Federal Homeowners Reliefs program on 2021 a d was approved.
I paid two of my 3 trial period payments from XXXX to XXXX this year on time, to my loan company.
Before my 3 probation payment on XXXX, my loan was sold to RightPath Servicing. I make my 3 and last payment of the trial period on time, on XXXX of this year to RighPath as well and received a notification letter advising me of my final Modification Papers will arrive with in 3 - 10 business days to be sign by me and return it to them.
Several months have pass since RightPath bought me loan and still I have not received my final documents in relation with my loan modification.
As we all know home value has considerably increased in the pass years. My home value has double as well. Im still paying a PMI of around or more $ 200 monthly and because I have not received the final documents Im not able to stop my home monthly PMI payments to the loan company.
I have called RightPath trying to get my final documents as soon as possible and they just give excuses after excuses.
They are to busy, to many loan modifications.
Its not my fault they do not have enough employees to process all modification.
Its not my fault they decide to buy all this loans right before the modification documents were finalized.
The longer they keep those modifications from finalizing they will continue charging for an improper, unnecessary PMI on thousands if not millions of homeowners ( consumers ) making millions or billions at the already stressed out homeowners during and after the pandemic.
No only that, homeowners insurance have rise above {$200.00} to unknown highest numbers and electricity have rise around $ 200 monthly as well all this increasing a minimum of {$450.00} in the homes monthly expenses already to difficult to keep.
Until when or how long this Lender/loan Mortgage company can continue elongating the wait of my Final Modification documents? Its over 3 months at this point and Holidays are approaching. We all know things will go even more slow by the end of beginning of the year.
There is no use of Federal programs to help if the Loan Mortgage companies/Lenders do not care about compliance with the law.
I believe my modification is taking even longer out of punishment for complaining to them.
I believe I have been abused and ripe off my rights by this Lender.
I need answers and not precisely excuses of them been to busy.
I need the PMI of my payments asap to be able to keep my home.
Please do something My name XXXX XXXX XXXX Address XXXX XXXX XXXX XXXX Fl XXXX My loan information is as fallow Right Path Servicing Loan Number : # XXXX MAILING ADDRESSES FOR PAYMENTS RightPath Servicing XXXX XXXX XXXX XXXX XXXX TX XXXX FOR OVERNIGHT MAIL RightPath Servicing XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX TX XXXX NOTICE OF ERROR/REQUEST FOR INFORMATION, complaints, request for information or other qualified written requests Attn : Customer Relations XXXX XXXX XXXX XXXX, TX XXXX Phone XXXX Fax XXXX Thank you
|
07/29/2022 |
Yes |
|
- Trouble during payment process
|
|
Web |
|
I fell behind on my mortgage in the past. I ended up catching up and paying everything that was late. I was told that I had to go through a loan modification. It was explained that the Bank fies thru my reason why I was having trouble, and possibly lower my interest rate, modify how much I have to pay each month to make it more affordable. But that it will not change any other aspect of my loan. Basically they Look to see if I qualify for federal funded loan modifications that will help me and my family. I paid everything that was behind. Mr. Cooper would not allow me to make a partial mortgage payment. I would be about XXXX Dollars Short of a full payment and they would say Im sorry. We dont accept Partial payments. And Id tell them its only a few Dollars Short. I felt like they were doing their best to stop me from making payments on my house. I was told to apply for a loan modification. Was told that they look at all the info and will drop the interest rate, lower the payments. But they couldnt tell me until the loan specialist goes thru my application first. I was also told that this was the only way to save my home from being foreclosed on!
I had no clue that they had changed anything on my loan at all bc the interest rate stayed the same. I made a payment that caught me up from 3 months behind. And for some reason I had to talk to Mr. Cooper some year or years later and discovered that they had added almost another 30 years to my loan!!!! I had a 30 year fixed rate at 6.5 %. When I found out that my loan was now at 59 years, I thought this is a mistake. I have to call mr Cooper and Talk to them and let them know that Id already been living in the house and had been for about Ten plus years. I expected about 20 years left on my loan. The lady i spoke to told me that my loan is a 59 years left!!!
I was told explicitly that the terms of my loan would NOT CHANGE, EXCEPT TO MAYBE LOWER MY INTEREST TO HELP ME AFFORD MY PAYMENT!!
Especially since I paid my loan to make it current! XXXX is what I was behind. And I paid that. They didnt do anything to help me lower any payment amounts!! I was told that I had to do this to save my house. Mr Cooper did absolutely nothing for me. I had no clue they had added decades to my mortgage. Bc I was told they do not touch that! That they are here to help people in financial distress Save their homes. Then said that there are federal laws they have to follow and they could not do anything like the Horror Stories I have brought up to them. They said the federal regulators watch the mortgage business too close to defraud people.
Mr Cooper Took advantage of me for multiple reasons. I ) I was stressed out. 2 ) used there authority to commit fraud against me. 3 ) told me it would save me money. There were multiple lies!
I Need help. I am a father of XXXX. I have worked very hard for a modest home. I literally paid what I was behind and brought the loan current on my own. They lied to me, tricked me, used me.
Im going to Expose this corrupt XXXX on XXXX. I Need help to protect my family against this corruption!
|
03/05/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
This complaint dates back to last XX/XX/XXXX during a loan modification which was done with XXXX ( Account # XXXX ) my previous loan servicer this was after a 2 month forbearance after Hurricane Irma. They had indicated a shortage to my escrow account in the loan modification documents. I was provided different information every time I spoke on the phone with a XXXX representative. One would say I had an overage, others would say I had a shortage. The modification documents indicated at {$1900.00} shortage. I called, I emailed and wrote letters, I requested a Escrow review of my account in XXXX and XXXX and was told one would be done. They kept delaying and I finally had to sign the Modification documents on XX/XX/XXXX under duress otherwise the Modification would be withdrawn. No review of my escrow was ever done by XXXX, I discovered what appears to be an error when I reviewed the two Escrow Disclosure statements from XXXX for XXXX and XXXX. The Escrow balance for XX/XX/XXXX shows an actual escrow balance of {$2200.00}, the next statement shows a XXXX actual balance for XXXX, a difference of XXXX when only XXXX should have been withdrawn from this account to pay for the monthly mortgage insurance. I have recently contacted by phone and email to XXXX and they have not responded.
In XX/XX/XXXX my loan servicing was transferred to Mr Cooper ( Formerly Nationstar Mortgage. ) ( Account # XXXX ). Mr Cooper did do a escrow analysis in XXXX of XXXX. That analysis was completely mishandled and they indicate a shortage of XXXX in my account. Even though my account is currently at a XXXX deficit as of XX/XX/XXXX. Their major errors was their analysis to my Hazard insurance and Morgage insurance. They indicated the Hazard insurance was XXXX last year ( when it was actually XXXX ) and this year the correct amount of XXXX. The Mortgage insurance they again misquoted last year at XXXX ( the actual was XXXX ) and listed this year the correct amount at XXXX so they are showing a difference from last year to this year of XXXX increase. This is totally wrong. They are demanding the difference be paid in a lump sum or have my monthly payment increased to cover the shortage over a year period. I have contacted Mr Cooper by phone on XX/XX/XXXX and was told someone would look at it but no one from their Escrow will call, just an email. I have also sent a letter stating the error. The new charges will be taking effect in XXXX so something needs to happen quickly. The simple facts are that my Hazard insurance has gone down from XXXX to XXXX. My taxes did go up from XXXX to XXXX, so the net effect of the two is only XXXX. I am already paying one shortage based on XXXX miscalculation and that was to be spread out over 5 years.
I want both XXXX and Mr Copper to correct the errors made to my escrow account and have XXXX send the deficiency to Mr Cooper post haste. I want Mr Cooper to revise the shortage based on all of this information.
Contact Information : XXXX : XXXX XXXX XXXX XXXX, NJ XXXX Phone XXXX XXXX XXXX : XXXX XXXX XXXX XXXX. XXXX, Tx. XXXX Phone XXXX
|
03/21/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
|
XX/XX/XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, CT XXXX Against Mr. Cooper Mortgage Service XXXX XXXX XXXX XXXX XXXX, Texas XXXX Loan # XXXX Follow Up Complaint : This is a follow-up case update, that your office has requested. So as to stay involved in this matter. Mr. Cooper Mortgage Service has employed unfair and deceptive practices, including fraud in the modification review process. On XX/XX/XXXX we received a letter that the law date was moved to XX/XX/XXXX, Please see attached letter. This is due to the President signing into law to stop all foreclosure. Then all of a sudden we received a call that a zoom hearing is set by the judge for XX/XX/XXXX. This date will result in the title of the house to the bank, Our law date is for XX/XX/XXXX. Mr. Cooper has refused to do the modification as they promised to do. Mr. Cooper sent a letter on XX/XX/XXXX, indicating that they had received an application for modification and supporting supplement documentation from us. Contrary to the letter our package was faxed to Mr. Cooper 's attorney nine days later on XX/XX/XXXX, XXXX, with confirmed receipt. Mr. Cooper 's lawyers said that they will forward the package to Mr. Cooper, which is two days before Mr. Cooper sent a determination letter. Mr. Cooper sent a determination letter based on documents they have not received nor reviewed. Please see the attached letter. With this being said I wonder if my case is an individual case or systematic unfair and deceptive practice. Since Mr. Cooper is not a stranger to the scrutiny of this nature, we are requesting modification with principal reduction. Mr. Cooper is wanting for foreclosure of {$960000.00}, while the property value is only {$310000.00} per current appraisal. The original loan in XXXX was {$400000.00}. The bank wants to foreclose the mortgage to the amount of {$900000.00}. That is for a tax write-off for the bank. The Loan was declared a predatory loan by the judge. The interest rate has adjusted up to 14 %. Mr. Cooper scheduled XX/XX/XXXX, like our Law Day. We are requesting your intervention on our behalf. We need to stop Mr. Cooper 's actions. Mr. Cooper needs to explain why they have not followed through with their promise to review our loan for modification. We have the financial qualification for a loan modification. Both I and my wife have been in our current jobs for over seven years. ( Please see a motion to open judgment and extend the law date by the bank Mr. Cooper/XXXXXXXX XXXX. You can see that the bank has used the delay tactic for deception and manipulation to their advantage. Please read Mr. Cooper/XXXX bank 's motion to open judgment and extend the law date to XX/XX/XXXX. The court document stated that the bank wanted to reopen the judgment and extend the law date to pursue a modification review workout. They never followed through and requested any documents from us. I hope that your office will take action to stop the short sale, and make the bank offer us a modification consideration. We thank your office in anticipation. Sincerely, XXXX & XXXX XXXX
|
01/29/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Older American |
I have a mortgage with Mr. Cooper, a division of NationStar XXXX Per our mortgage agreement, I have the option, one time, to pay a large sum of monies down toward principal and have the loan re-amortized. The loan was originated with XXXX XXXX and sold to Mr. Cooper lending sometime around XXXX of XXXX. My intention is to have my {$470000.00} balanced loan reduced by {$430000.00} with the one-time payment of {$430000.00} which I wire transferred today to Mr. Cooper 's bank, XXXX XXXX. The recast application provide by Mr. Cooper lending requires a minimum of {$10000.00} to be paid at one time to qualify for the recast/re-amortization of the mortgage loan. There is no maximum cap or maximum percentage detailed anywhere on the Recast Application provided by Mr. Cooper lending. See attachment.
To best detail the events, I have copied and pasted the email I sent to Mr. Cooper 's Subordination Department today for your review.
Dear XXXX XXXX, Please forward a copy on my response herein to your legal department as I believe your actions on behalf of Mr. Cooper lending violates disclosure obligations required by the Federal Reserve Boards regulatory authority over the operations and disclosure obligations of all banks. Additionally, I believe the Office of Comptroller of the Currency charters will be investigating your questionable actions.
Please note that nowhere on any of your Mr. Cooper recasting application or documentations does it reference a cap of 85 % or any percent so long as the borrower pays a minimum of {$10000.00} toward recasting/re-amortizing the loan. Additionally, on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX, having spoken to numerous Mr. Cooper representatives regarding my intention to pay a $ XXXX lump sum payment toward our loan balance, did ANY Mr. Cooper representative state there is a cap restriction of 85 % of the loan balance. In fact, I was told to wire the monies today by your representative at XXXX this morning since the recast application and {$250.00} application fee, paid by money order, were received by Mr. Coopers office. The Mr. Cooper representative understood that my goal was to ensure Mr. Cooper received the funds prior to XX/XX/XXXX to the loan could be re-amortized before the XX/XX/XXXX payment due date.
So, here we are with {$430000.00} of my money sitting in the Mr. Cooper XXXX XXXX XXXX in XXXX XXXX and per your email received today after my wires were complete, these funds may not be applied, may be returned, or may be held until XX/XX/XXXX before being applied to the loan balance. None of which is acceptable, and I will have been irreparably harmed financially by your unethical and unfounded actions. I respectfully request that since I was not apprised of any cap restrictions or your newly notated three-month delay in having these funds applied to my loan # XXXX, these funds ( {$430000.00} ) be immediately applied to my outstanding loan listed above. I look forward to your reply by end of business today or you can discuss this further with my attorney on Monday.
Respectfully, XXXX
|
05/07/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Servicemember |
I have been seeking help since back in 2011 and I just keep getting ignored for some reason. It is just not fair that a consumer can ask for help from our own government that is supposed to be " of the people, by the people, and for the people!! '' I am a XXXX year old XXXX Veteran who worked hard after getting out of the service and I am very thankful for the Veteran 's Health Care that I receive.
I have been a serious victim of securitization on behalf of XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX., Seterus ( they were really a terrilbe " debt collector '' ) and now Nationstar ( who recently changed their name to Mr. Cooper )!
I don't understand how the CFPA can honestly say they represent us Amerians and strive to help us? With old XXXX XXXX at the hull I could finally understand that there was definitely something wrong there. I was really hoping that the new appointment of XXXX XXXX might change things and that we might be able to expect a fair and honest representation on our behalf?
I am attaching a few files that should serve to thoroughly support my claims, as I did in the past, only to get a stupid and completely false reply from people who have thousands of complaints against them and then the CFPB to close the case and not even acknowledge that the false proof was just that and that NO consideration is given to the truth which is all over the Internet on what happened.
Mr. Cooper is now doing excatly what Seterus has done on behalf of XXXX XXXX XXXX and this should all be known facts. I have not been late on payments and have the bank records as I do bill pay to try and combat false information that is put out by lenders and the old mail tactic which is so unfair.
These loans do not actually exist as far as I can tell and even after receiving an intimidating letter from a big law firm of XXXX XXXX XXXX which even contained false, fabricated, forged, and even robo signed documents!!! One so called assignment even included the name of a confessed robo signer in XXXX XXXX. XXXX XXXX has avoided my like the plague and I am sure they are NOT the so called " holder in due course '' as they don't have the " paper trail '' or the money trail more importantly.
For all I have been through and the phony modifications that XXXX XXXX XXXX allegely did through XXXX XXXX XXXX XXXX XXXX. these two last remaining loans should be completely forgiven based upon all the years of fighting them, the phony " service transfers '' and all the money they have wrongfully taken from me- especially the totally wrongful foreclosure action on a home here in XXXX , Colorado and the use of all the fraud tactics.
Mr. Cooper is just another " deb collector '' trying to put me in a position to go into foreclosure with their false reporting, and their claims for even more money they are NOT entitled to. Anyone who has been there at the CFPB for a long time should be well aware of how people have been victimized like me and someone should step foreward to help us fellow Americans and Veterans. Please do somthing to help us all. Thank you and semper Fi.
|
02/16/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
I had a mortgage with Mr Cooper that was set up on autopay with monthly deductions successfully pulled from my bank account via ACH every month. The last payment was due to be pulled on XX/XX/XXXX. For reasons known only to themselves, Mr Cooper turned off autopayment for this final payment without notifying me ( apparently their policy is that this final payment must be made with certified funds ).
At this point, there were already sufficient funds in my escrow account to cover this final payment and settle all remaining obligations to third parties.
The first I learned of this was a late payment letter received in the mail ( I had opened it expecting a 'Congratulations, you're mortgage is paid off ' ). On XX/XX/XXXX ( I think ) I reached out to Mr Cooper by phone to complain about have my autopay turned off and asking that my escrow account be used to satisfy the mortgage. This was done and I thought everything was sorted.
In early XXXX, I logged into XXXX XXXX and discovered my credit score had gone down by 100 points- startling to say the least.
On XXXX I used Mr Coopers message center to send in a complaint about the derogatory report to the bureaus and to request it's withdrawal, given that the situation arose from their own administrative processes, not my payment activity.
On XXXX I received a 'your request requires additional research ' message and laying out a time line of 7-10 days for a response.
I heard nothing from them.
On XXXX I sent another message on the secure message center requesting an update.
On XXXX I received a response that they were sending a response as a secure email. On opening it, I had the file I have attached to this complaint, denying my request.
On XXXX I requested a call from them via their message center as they has suggested and on XX/XX/XXXX received notification that they had entered a callback request.
I have not received a call back to date.
During the filing of this complaint, I did discover an email from an email address I was not familiar with and so had not opened as it seemed like spam ( XXXXXXXX ) that did contain the same letter on XX/XX/XXXX, but as I had not been notified via the channel I had reached out to them on ; this seems inadequate ).
So my complaint is : - That Mr Cooper failed to notify me of their need for a different form of payment for the last payment on my mortgage - That they failed to notice I already had sufficient funds with them to satisfy the final payment and only took those funds when I called to complain on receipt of a late payment letter - That their XX/XX/XXXX response to my XXXX complaint about their credit reporting behavior using an unfamiliar email address and not notifying me via the channel I has reached out to them on was not an adequate timely response to my complaint under their FCRA obligations - That their refusal to actually correct the delinquency on my credit report places an undue burden on me ( I was denied for a personal loan by XXXX because of it - I can produce the adverse action letter if required ) given the circumstances.
|
10/12/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
- Foreclosure
|
|
Web |
Older American |
In XXXX of XXXX I applied for a loan modification. I already had a loan modification from XXXX which when Nationstar took over the servicing of the mortgage in XXXX they did not honor that loan modification and would not accept my mortgage payments which put me into foreclosure. I have been trying to deal with this for many years but they refuse to do anything and won't address the issues I have raised. I have had Notices of Error sent to them by a forensic loan auditor, I have had attorneys try to deal with them and I have tried to get a loan modification so that they would accept my payments. None of these have worked and they keep trying to steal my house. They tell me that they have all the documents I submit and act like they are going to evaluate me for a loan modification but then they ask me for more documents or to update the ones I have already submitted. They did this for over a year and then denied the modification but did not give me a good reason. They said it took too long and that now I owed too much to modify the loan. They caused it to take this long. I submitted every document they requested within 24 hours of when they requested it.
My attorney sent them a letter asking them to appeal their decision. I did not receive the result of that appeal. I have been needing extensive dental work and I told them that in my hardship letter. XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX and a XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I was told to get a lot of rest. On XXXX, XX/XX/XXXX, at XXXX am a man came to my door which rang my XXXX XXXX. It startled me and woke me up. I have not been sleeping continuously XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Having someone at my door and walking around my property so early in the morning when I am infirmed and not expecting it is a form of domestic terrorism.
There are many mistakes in Nationstar 's ( Mr Cooper 's ) accounting of my loan. Numerous times I have asked them to correct these errors but they refuse to acknowledge any errors. I have proof that their accounting is not correct. They stopped sending me mortgage statements in XXXX but now they say that I owe way more than I should owe. They also have tried to pay for my home insurance but I always pay for it and my insurance company sends the money back to them if they try to pay for it.
The CFPB has sued Nationstar aka Mr Cooper for the exact things that they are doing to me and I am sure there are many other people who are affected by their fraudulent and illegal acts. There should be some recourse for their breach of the settlement.
I have lived in my house for almost 30 years. I have put a lot of money and time into this property and plan to retire here. I will be XXXX XXXX XXXX next month and I know all of my neighbors and feel safe here. I survived the XXXX XXXX fire, the XXXX XXXX debris flow, the XXXX pandemic ( I even had XXXX and survived it ), and now I am being terrorized and threatened by Nationstar Mortgage.
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04/07/2020 |
Yes |
- Mortgage
- Other type of mortgage
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- Struggling to pay mortgage
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Web |
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Good morning.
We are requesting assistance in liquidating our property and the associated debt as the home we purchased through the USDA program 2 1/2 years ago has fallen into disrepair and is no longer habitable. This unfortunate situation is clearly the result of a quick flip to cover up rather than fix the many preexisting issues the home had. Im curious how the home passed inspection or could have been appraised at the value it was at the time we purchased the property. There was no way that my husband and I could have ever known the problems we were to face only a year into our occupancy.
We began to experience bubbling on our bedroom wall, which worsened over time. That following summer, we discovered a spot in the back of our daughters closet that had grown mold, her door would not shut because the doorjamb was swelling and the carpet was damp. We pulled up the carpet and cut the damp part of the wall away intending on patching it. Before we could start work, we discovered the floor buckling along the length of the house. After pulling up the boards, we discovered damp, wet concrete flooring and had to remove the doorjamb going into the hallway. The entire length of the house was wet, and it was coming from up above. Less than a year after moving in, we had to board up 1/3 of the house due to what appeared to be preexisting and new damage. The needed repairs could not be made until the heart of the problem was solved. We had roofers, basement repairs, and contractors come out. We dug up drainage tile from up above due to improper run-off and replaced it. It still leaked. We had the roof extended and replaced gutters. It still leaked. We were advised from a contractor that the entire roof would need excavated, cracks would need sealed, new rubber layed down, and then replace the dirt. The other option was to dig the parameter of the house, place footings and secure a roof over it. Dirt and all. The price ticket for the work was about $ 30K and that was just the outside. The inside was in dire need of extensive work at this point and problem spots were popping up everywhere.
Our neighbors had informed us that previous owners went bankrupt trying to fix the problems this house had and even had pictures from when it had gone into foreclosure. All proving the problems had not been resolved.
We finally came to the conclusion that we had to get out. We are fortunate that we qualified to buy a new home not dependent on the sale of the property associated with our Mr. Cooper USDA Loan. We have since moved into our new home and have continued to remain current on the dilapidated home which we no longer occupy. Paying both mortgages, however, this is not sustainable and we are looking to you for liquidation options. Selling outright isnt likely as the damages have undoubtedly depreciated the value and we owe more than the property is worth. Not because of a bad economy but a defective product.
We feel we were misled and taken advantage of.We need to know how you, the servicer and the USDA are going to help right the situation?
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02/11/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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XXXX XXXX received letter from XXXXXXXX treasury stating I had a late payment due of XXXX from my bi annual XX/XX/2020 taxes. I, in turn paid this .Then received notification from Mr. Cooper ( my lender ) stating that they had paid my ( late payment as well and would need verification to substantiate that i have been paying my bi annual taxes ). Sent E mail - and faxed copies of Check stubs to Mr. Cooper for 4 years as well as the check for my late payment to confirm that i have paid my taxes bi annual / on time / for my whole loan. Mr. Cooper then sent statement stating that because I had not paid taxes? - this had been confirmed that I had never paid late until XXXX - they would be holding XXXX in Escrow until it was paid. I then find out that it was being held because they did not receive reimbursement back from XXXX XXXX so i had to call and make this happen. A manager at XXXX County ( XXXX at XXXX ) finally reimbursed Mr. Cooper on XXXX according to XXXX XXXX ( rep at Mr. Cooper ) Still have not removed any of the money from my Escrow. In XXXX - i wrote a check for my property tax again and later CX this as Mr. Cooper again paid my taxes when we had discussed and shown proof that i had been paying my taxes bi annual since i have been with Mr. Cooper for the whole time of my loan. Now well into 40 calls - i was then told to CX my check for my property tax and pay Mr. Cooper to reimburse them for again paying my taxes which i did not ever ask for them to do. Because the money is still in Escrow - my home mortgage payments increased by XXXX dollars per month. When i went to pay this bill in XXXX - representative XXXX XXXX told me only to pay XXXX my normal amount. I was later told by XXXX and manager XXXX XXXX XXXX that i would have to pay the extra XXXX when XXXX told me i did not have to as Escrow still had not been removed. I paid both tax $ and the extra XXXX for mortgage on XXXX and XXXX confirm received. Still holding money in Escrow- i have called now since this started in XX/XX/XXXX- 56 times between XXXX county and Mr. Cooper and they still are holding the money in Escrow and have not reimbursed me the XXXX. XXXX that i had to pay as they continued to pay my taxes when we have discussed and proven that i pay my taxes bi annual.
i have not been told to make my XXXX payment as they HOPE that the money will be moved out of Escrow and my payment will be back to its normal XXXX. XXXX states that he will confirm tomorrow but each time that I have talked with the manager- he has had no follow up or correction of this issue which is clearly do to Mr. Cooper incompetence. I am attempting to list my house to see and still can not get any conclusion and reimbursement from this issue. Mr. cooper still needs to move money from my escrow that is still being held and i need to be reimbursed XXXX I have no problem being patient but this has been 4 months of continued poor management and no follow through with Mr. Cooper. I am disgusted and do not have time or money to wait for any longer for reimbursement for there continued errors.
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10/11/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Trying to communicate with the company to fix an issue while managing or servicing your loan
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Web |
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RightPath Servicing has violated XXXX Forced Placed Insurance, knowingly, and has now initiated foreclosure based on their claim of expired hazard insurance.
RightPath Servicing was provided proof of insurance coverage that satisfies the requirement of such coverage, All Inclusive or All In coverage was provided.
Timeline : XX/XX/XXXX - RightPath Servicing sent notice that hazard insurance expired and was required. Proof of insurance to be emailed to the provided email address.
XX/XX/XXXX - Borrower provided proof of insurance, binder showing a coinsurance clause that satisfies the requirement by XXXX XXXX. Insurance coverage from XX/XX/XXXX to XX/XX/XXXX XX/XX/XXXX - RightPath Servicing sent notice requiring proof of hazard insurance, Second Notice. Again, on XX/XX/XXXX borrower sent proof of insurance to satisfy the request. Proof of receipt of insurance documents was sent by RightPath Servicing, via email, as a response to the documents sent.
XX/XX/XXXX - Complaint filed after borrower is assessed for HO-6 Forced Placed Insurance .
XX/XX/XXXX- Borrower receives documents indicating a lawsuit has been filed to foreclose on the property for non-payment as demanded by RightPath Servicing for forced placed insurance and subsequent fees etc. related to this act.
RightPath Servicing has received numerous Notices of Error via the CFPB portal and have refused to correct the error, claiming no such error occurred.
The Declaration for the condominium property clearly explains the master insurance policy covers replacement cost for the entire condominium ( 100 % ), including all walls coverage. The condominium has never failed to provide the required coverage.
XXXX XXXX Servicer Guide - 4703.2c clearly states : A policy with a coinsurance clause, and inclusion of an agreed amount endorsement or selection of the agreed value option ( which waives the requirement for coinsurance ) is considered acceptable evidence that the 100 % replacement cost requirement has been met.
This language satisfies the claim by RightPath Servicing that HO-6 insurance is required.
The coverage provided in the HOA Master Policy exceeds the requirement for walls in coverage, or HO-6 insurance as claimed by RightPath Servicing XXXX All Inclusive coverage by inclusion of a coinsurance clause exceeds RightPath Servicings request for walls in coverage.
In a letter dated XX/XX/XXXX RightPath Servicing states : Some homeowners associations include HO-6 in their condominium master policy. If they do, it is not required. It is required only when it is not included in the mater ( master ) policy.
RightPath Servicing refuses to acknowledge the fact that the coinsurance clause included in the master policy IS coverage for the inside of the unit and 100 % RC, Replacement Cost, has been met.
No improvements or upgrades have been made to the unit that would not be covered by the master policy coinsurance clause.
The repeated refusal to correct the error, by RightPath Servicing, can only be understood to be viewed as a deliberate act of bad faith.
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10/11/2022 |
Yes |
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- Trouble during payment process
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Web |
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Mr. Cooper was sold my mortgage information from XXXX XXXX XXXX on. XX/XX/XXXX. I submitted a validation of debt request XX/XX/XXXX. They responded with a statement of account and a copy of my note and mortgage. XX/XX/XXXX, I sent the second request for validation of debt under the FDCPA. Again, they reply with a statement of account and copy of my mortgage and note. Mr. Cooper has no contract with me. Below is a list under Title 15 of all the violations they have committed : 1. 1605 ( a ) Minimum Payment Charge 2. 1692b ( 2 ) False representation. All caps name, stating consumer owes debt 3. 1692b ( 5 ) Using a symbol on any correspondence 4. 1692c ( a ) Communication without prior consent 5. 1692d Harass and oppressive use of XXXX about alleged debt 6. 1692d ( 2 ) Obscene/profane language accusing me of owing an alleged debt 7. 1692e Using false, deceptive or misleading representations 8. 1692e ( 2 ) ( A ) False Representation 9. 1692e ( 8 ) Communicating false debt 10. 1692e ( 9 ) Use/distribution of communication with authorization or approval 11. 1692e ( 10 ) False deceptive means to collect a debt 12. 1692e ( 12 ) False representation/implication 13. 1692f Unfair practices 14. 1692f ( 8 ) Using symbol or language on envelope when communicating 15. 1692f ( 6 ) ( 8 ) Threatening to disable or dispossess property 16. 1692e ( 2 ) ( A ) False representation of the amount of any debt 17. 1692e ( 5 ) Threat to take illegal action All of these violations come with a {$1000.00} fine and I request that I receive restitution for these violations dating back to XX/XX/XXXX.
I also submitted a Request for Accounting Via Mr. Cooper website portal on XX/XX/XXXX pursuant to Rhode Island General Laws 6A-9-210 U.C.C. 9 210 and other applicable laws. This communication is with reference to the alleged contractual relationship, I have a right to an authenticated record of accounting. I am not requesting a statement of account. I am asking for an authenticated record of the accounting. I am also requesting all initializing documents including a copy of the REMIC filing. I am hereby disputing the alleged debt, and to require that you provide the requested information within the time allotted by law, which is 14 calendar-days. They are still sending me statements in the mail. This is supposed to be estoppel. I have no Contract with Mr. Cooper. They have no security interest and can not validate or verify any alleged debt. I fired any and all powers of attorney with regard to my property in XXXX of XXXX. They had a duty and/or obligation to respond with the appropriate information within the time frame allotted and or permitted by law, in conjunction with other related laws and/or statutes of limitations. Because this is associated with a debt that is being reported the following principles associated with my rights applies respectively, THE FAIR DEBT COLLECTION PRACTICES ACT, THE FAIR CREDIT REPORTING ACT, and/or THE TRUTH IN LENDING ACT, penalties and assessments and/or failure to act and/or failure to comply with the statutory requirements.
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01/14/2019 |
Yes |
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- Trouble during payment process
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Web |
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To : Consumer Financial Protection Bureau From : XXXX XXXX XXXX Date : XX/XX/XXXX My mortgage was previously serviced by XXXX XXXX. My loan was sold to Nationstar Mortgage in XX/XX/XXXX. This is an official complaint against Mr. Cooper ( formerly known as Nationstar Mortgage ).
As a resident of XXXX XXXX County, Maryland, I applied for the annual property tax afforded to those of certain income brackets in the county. Every year, since I purchased my home in XXXX, I have applied for the Homeowners Property Tax Credit and it has been granted. Homeowner 's Property Tax Credit is for homeowners who qualify on the basis of household income. I meet the criteria.
Since Mr. Cooper started serving my loan in XX/XX/XXXX, they have refused to acknowledge the awarded Homeowners Property Tax Credit tax credit. XXXX XXXX County awards the Homeowners Tax Credit and then reissues the tax bill after the tax credit has been applied. When the Homeowners Property Tax Credit is awarded, I have send a copy of my adjusted tax bill ( received from XXXX XXXX XXXXounty, Department of Assessments and Taxation ). The adjusted tax bill provides a line item for the property tax credit. The purposed of the Homeowners Property Tax Credit is to reduce the property taxes of residents by income. What is the purpose of getting the tax reduction if the mortgage company refuses to apply it to my Escrow Account. Each time I call Mr. Cooper, I am told that my taxes went up so thats why I dont see the Homeowners Property Tax Credit on my Escrow Analysis or they instruct me to apply for the Homeowners Property Tax Credit. The Escrow Analysis from Mr. Cooper will show payment for the County Tax, Homeowners ( Hazard SFR ) but never the Homeowners Property Tax Credit. The credit could be as high as {$1500.00} so where is the money being applied? Where is the money? For the record I also receive an annual Homestead Tax Credit ( which I apply for each year ), but it has NOTHING to do with the Homeowners Property Tax Credit.
Because of the lack of competence by Mr. Cooper regarding this matter, my mortgage keeps increasing because Mr. Coopers analysis shows a consistent short fall in my Escrow Account and that should not be. I have asked for a full audit and have yet to receive one. It is my right as a consumer to ask for an receive a full audit of my Account and my Escrow Account.
I am XXXX and on fixed income. I have enough against me as it is without Mr. Cooper stealing from me. I can not afford to have my mortgage going up and down like a roller coaster. This level of incompetence is unacceptable on so many levels. I am requesting the Consumer Financial Protection Bureau conduct a full investigation to determine where Mr. Cooper has failed me and that determine restitution due me. I have reviewed other complaints against Mr. Cooper filed on your site and they should not be allowed to continue to take advantage of consumers as they have in the past. I implore you to do something. I thank you for any assistance to could give me.
XXXX XXXX XXXX XXXX XXXX
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09/14/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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On XX/XX/XXXX payment of {$200000.00} was made to my mortgage company ( Mr. Cooper ). On or about XX/XX/XXXX I noticed 3 individual charges for the above amount totaling over {$6000.00} to my checking account, I immediately contacted the bank ( XXXX ) and was advised to contact the mortgage company, I was also given the option to place a stop payment on the amount from that vendor. At that point I declined the stop payment option as there was a charge involved.
I then contacted the mortgage company and was told they were aware of the issue with their payment system and it only seemed to impact XXXX customers but it should be resolved shortly. I monitored my account and a few days later noticed the funds were reversed. All good.
On XX/XX/XXXX payment was made as usual and a confirmation email received.
On or about XX/XX/XXXX I went online to make payment and saw that the amount due was more than double, ( 2 months, plus late fees ) I immediately contacted the mortgage company and was told the XXXX payment had been returned. With the mortgage company representative on the line I called the bank and they confirmed that a stop payment had been put on the account because of my previous inquiry, this was done with out my knowledge or consent. The mortgage company representative insisted based on that conversation that I intentionally placed a stop payment on the account. After speaking to her supervisor and explaining the issue the late payment charge was removed from my account and I was able to make payment ( XX/XX/XXXX ) for the month of XXXX and the following day ( XX/XX/XXXX ) payment for the month of XXXX was debited from my account.
During this time I asked the mortgage company how would this would impact mine and my wife 's credit, the response was less than reassuring... Sure enough a few day later both our credit scores dropped by over XXXX points! That account now reflects a 30 day late payment.
Although I contacted the mortgage company and brought the account up to date as soon as I saw issue, the bank indicated it was an error and refunded me the stop payment fee and the mortgage company also saw this as an error and also refunded me the late charge on their end, it was still reported as a 30 day late payment. There is no other account on either of our credit report that has been late in over 10 years.
We filed disputes with the credit reporting companies, however all they did was update our file to reflect payment for the account current and up to date. I have attempted to contact the mortgage company but the department that handles these issues only communicates via email, and so far there has been no response to my email sent on XX/XX/XXXX. I also contacted XXXX, and although they acknowledge the stop payment error there is nothing they can do as it is ultimately the responsibility of the vendor I have the issue with.
This has had a tremendous impact on our ability to get a fair rate on student loans for our son based on our actual payment history and not what is currently reflected on our reports.
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05/11/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Improper use of your report
- Reporting company used your report improperly
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Web |
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In reference to the following account below : XXXX XXXX XXXX Acct # XXXX NATIONSTAR/MR COOPER Acct # XXXX XXXX Acct # XXXX In accordance with section 602 an of the Fair Credit Reporting Act ( 15 USC 1681 ), " There is a need to ensure that consumer reporting agencies exercise their serious obligations with fairness, impartiality, and a respect for the consumer 's right to privacy. '' I am the consumer, and XXXX are consumer reporting companies. According to 15 USC 6801, " It is the policy of the Congress that each financial institution has an affirmative and continuing obligation to respect the privacy of its customers and to protect the security and confidentiality of those customers ' nonpublic personal information, '' I have the right to ensure that my private information isn't shared. A financial institution is one that " ( Furnisher information to credit agencies ) is by definition under that designation. According to section 2 of subsection ( a ) of section 604 of 15 USC 1681, " In general, anyConsumer reporting agencies may only provide a consumer report under the following conditions : in line with the consumer to whom it relates explicit instructions. ( Furnisher of information to credit agencies ) The financial institution and the consumer reporting companies XXXX do not have my consent to provide this information, and they most definitely do not have my written consent. Any and all consents, whether expressed orally, nonverbally, in writing, implicitly, or otherwise, to XXXX ( Furnisher of information to credit agencies ) are canceled. According to 15 USC 6802 ( b ) ( c ), " A financial institution may not disclose nonpublic personal information to a nonaffiliated third party without first providing the consumer with instructions on how to exercise that nondisclosure option. '' ( Furnisher of information to credit agencies ) Never made me aware of my option to withhold information. Furthermore, according to 15 USC 1681C ( a ) ( 5 ), " No consumer reporting agency may make any consumer report that contains any of the following items of information, except as authorized under subsection ( b ) Any other adverse item of information, other than records of convictions of crimes that predate the report by more than seven years. '' This account is an adverse item they are reporting again without my permission which is against the law. 15 U.S. Code 1681s2 ( A ) ( 1 ) A states " A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate. 15 U.S. Code 1681e states '' Every consumer reporting agency shall maintain reasonable procedures designed to avoid violations of section 1681c of this title and to limit the furnishing of consumer reports to the purposes listed under section 1681b of this title. XXXX do not follow reasonable practices. A consumer may exercise their right to opt out at any time, according to 12 CFR 1016.7. I choose not to use your reporting services and opt out of them.
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12/06/2022 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Servicemember |
I am filing a complaint due to the lack of communication and inability of Mr.Cooper to assist us with our mortgage needs and an active refinance.
A brief background : we did a XXXX XXXX XXXX XXXX XXXX VA due to the effects of COVID on our family and income in XXXX. Once this forbearance program was over, we elected to have the amount rolled into the back of the loan ( created a XXXX XXXX ) and it would get paid off down XXXX XXXX.
THE PROBLEM XXXX filed the XXXX XXXX BUT did not get the XXXX XXXX partial claim approved through the XXXX XXXX then proceeded to transfer the loan to You, Mr.Cooper.
We have spoken to both XXXX and Mr.Cooper and because the partial claim was NEVER approved through the VA, Mr.Cooper has the mortgage in loss mitigation. THEY ARE TRYING TO TAKE OUR HOME DUE TO AN ISSUE that was caused by XXXX and now are not responding to anyone to get it resolved. Weve had a guy come to our door twice now on behalf of Mr. Cooper and leave a note on the front door. All we want to do is pay our mortgage, but we can not because our loan isnt even recognized. We have no ability to make payments other than to send a check in. Even then, we have to call to find out if it was received and its clearly not getting applied correctly as were in forbearance. We've tried calling Mr. Cooper MULTIPLE times and, each time, we're told by the people we talk to that they're going to open a case to get it resolved. The last lady that we spoke to when we called on XX/XX/XXXX finally was at least able to get us access to an online portal with Mr. Cooper. No one before that could ever even get that done. All this and we still get forbearance notices from Mr. Cooper.
Now we are trying to refinance this mortgage and pay both liens off. We've been approved since XX/XX/XXXX!! We have plenty of money in equity in our home. BUT due to the fact we can not get an accurate payoff, payment history, or clear title due to the mistakes that were made by XXXX and lack of communication from Mr.Cooper, we are at a stand still. We finally have have someone at a high level at XXXX that is working on their end to try to fix this as of XX/XX/XXXX, however, she has attempted to contact XXXX different people at Mr. Cooper and has received ZERO response as of the date of this complaint. ( Her name is XXXX XXXX, phone : XXXX ) We need someone to MAKE THIS RIGHT. We have the money to pay our mortgage, but we dont have the money to pay off the XXXX lien XXXX We also need this refinance to fix several things in our home that we can not do because we cant get money out of our house! Again, we WANT to pay our mortgage! Your company is preventing us from doing that.
Ultimately, ALL OF THIS would go away if Mr. Cooper would just play their part and allow this mess to be fixed. A refinance would get EVERYONE paid and restore us to proper standing. I just don't understand why this is SO difficult when we did NOTHING wrong except try to stay in our home and pay our mortgage during a very challenging time.
Thank you in advance for your rapid response.
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03/25/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Older American |
XX/XX/XXXX XXXX XXXX & XXXX XXXX XXXX XXXX XXXX XXXX XXXX, CT XXXX Against Mr. Cooper Mortgage XXXX XXXX XXXX XXXX XXXX XXXX, Texas XXXX Loan # XXXX This is an update of our complaint : Your office has requested to stay involved in this matter. The judge 's intervention and ruled that do a modification of our loan. To stop the strict foreclosure action. which stop the date of the sale? We know that Mr. Cooper has no intention to do the modification in line with the federal guidelines. The law as it is required interest deduction. The interest on our loan is 14 percent. The loan started with XXXX percent and has ballooned to the current rate. It is a predatory loan. It is illegal under fair lending rules. Again, a principal reduction is needed to have a fair and affordable loan. The principal loan was {$370000.00}, now Mr. Cooper has our loan principal loan to be {$960000.00}. The current appraisal for the property is {$330000.00}. Mr. Cooper has been very shady and has broken all laws on this loan. We have submitted all they requested with the checklist this Friday XX/XX/XXXX. We have both the income, the credit, and we are committed to staying in our home. On the the XXXX on XXXX we had one section of mediation meeting. The bank said they have received all that they needed to put a loan work out. That they will need one month. In less than two weeks, the bank notified us that they will not do the modification. That they rather do a strict foreclosure. We are inviting your office to help us. All we ask is for you to appeal to Mr. Cooper to give us a fair, and honest rework on the loan. That will allow us to stay in our home. With the intervention of your office. Mr. cooper gave us our modification a chance. Please see attach the modification that Mr. cooper came up with. The monthly payment they offered us {$8800.00}. That is for the first three months. After which the loan will be restated. Nobody can afford to pay such a high amount of monthly payment. The question is how Mr. cooper came up with such a big monthly payment. Mr. Cooper has never had any intentions of giving us a fair and avoidable modification. Mr. copper could have been more creative to come with a fair situation. We have the income to pay up to {$3500.00} monthly. Please review the attached modification backstage. We will be appreciative if they can intervene on our behalf. To persuade Mr. cooper to be more considerate. Let Mr cooper explain how they come with such numbers. Why they could not defer some of the principles and taxes, to make the monthly payments affordable. For Mr. Cooper to do the modification base on the federal guidelines. My Sale date is XX/XX/XXXX. I wonder if my case is an individual case or systematic unfair and deceptive practice or discrimination. 2 ) Denying us principal reduction for the selfishness of trying to write off almost a million for themselves. I hope that you work with us, with the authority of your office to appeal to Mr. Cooper. We thank you in anticipation Sincerely XXXX XXXX XXXX, and XXXX XXXX, XXXX
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06/14/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
My adult daughter and I are co-owners of the house she lives in, purchased in XXXX. The mortgage, taken out by us jointly, was sold 3 times, becoming held by Mr. Cooper dba Nationstar Mortgage, LLC in early XXXX. Despite having an existing homeowner 's insurance policy ( with XXXX XXXX ) in place at the time they acquired this mortgage, Mr. Cooper failed to pay that policy premium, due XX/XX/XXXX, allowing it to lapse. They then purchased out of escrow a Lender Placed Hazard Insurance ( LPHI ) policy from The XXXX XXXX. The previous homeowner 's premium was {$860.00} per annum and the LPHI policy with XXXX cost {$2000.00} per annum. I, as co-owner, was not notified of this. In XXXX, XXXX Mr. Cooper increased the mortgage premium by {$300.00} per month. Since my daughter was making those monthly payments, I was not initially aware of that increase. ( She had assumed the increase was due to increased property taxes. ) In XXXX, XXXX we applied to refinance the mortgage loan with Mr. Cooper. It was during that process, between XX/XX/XXXX and XX/XX/XXXX, that I first learned of the change in the homeowner 's policy and the resulting added cost. I contacted XXXX XXXX and after paying a past due amount was able to get that policy reinstated, covering the time of XX/XX/XXXX - XX/XX/XXXX. Since the mortgage contract obligates the mortgage company to pay the homeowner 's premium out of escrow, my insurance broker sent the new XXXX policy information to Mr. Cooper. I have an email from an agent of Mr. Cooper, dated XX/XX/XXXX, confirming receipt of the XXXX policy information. She indicated that its premium would be paid at closing of the refinanced mortgage. However, in early XXXX, XXXX, I terminated the refinance application due to what I perceived as an unreasonable request by Mr. Cooper to subordinate a XXXX balance XXXX on my primary residence ( which is not the house covered by this mortgage in question ). On XX/XX/XXXX I was notified by Mr. Cooper that they had renewed the XXXX policy for {$2000.00}, paid out of the escrow account. That same day I contacted XXXX to learn that Mr. Cooper had not paid the premium that was due XX/XX/XXXX and that this new XXXX policy would lapse very soon. I then paid XXXX the {$860.00} premium by personal credit card and have verified that that amount was drawn from the credit card and received by XXXX. On XX/XX/XXXX I sent the attached letter to Customer Relations at Mr. Cooper to the address listed on their webpage for handling of complaints. Using USPS tracking, I confirmed that the letter was delivered to them on XX/XX/XXXX. As of today, XX/XX/XXXX, Mr. Cooper has not responded to my letter. Since sending that letter to them, I have learned that both Nationstar Mortgage, LLC ( the parent company of Mr. Cooper ) and The XXXX XXXX are owned by XXXX. This has raised my concern that this repeated failure by Mr. Cooper to pay our own XXXX XXXX homeowner 's premium, and in its place purchase much more expensive XXXX from XXXX, is a form of cross-selling and is at least unethical.
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03/10/2020 |
Yes |
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- Trouble during payment process
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Web |
Older American, Servicemember |
I was instructed by representatives of Congressman XXXX XXXX to file this complaint due to unnecessary and incompetent handling of insurance money disbursement for the rebuild of our home. I must say that this experience has been far worse than the loss of our home and all belongings! As a borrower who has not missed or been late on a mortgage payment prior to and since the fire, I find it appalling that insurance funds can not be released without jumping through hoops while being treated like a scam artist. Below is a " brief '' summary of what has transpired over the last four months. I am sure you can request all notes associated with my calls to the company that they have.
My wife and I are retired and lost our home on XX/XX/XXXX to the CARR fire in XXXX California. We were and continue to be insured for the mortgage through XXXX. The loan was held by XXXX but was sold to Mr. Cooper the first week of XX/XX/XXXX. Unfortunately, we were in the process of scheduling an inspection per mortgage company instruction to release insurance funds when the sale occurred.
This led to a delay of activity while documentation was transferred between financial institutions. On XX/XX/XXXX, the loan information was transferred so I contacted Insurance Claim Check and explained the situation. I was told I needed to wait additional time while the loss department received the data for the account. I continued to follow on the account including speaking to them on a weekly basis trying to get an inspection and insurance funds released to my general contractor.
During XXXX and XXXX I have spent {$120000.00} of my savings to keep the re-build moving forward due to these issues. That money is now gone and my contractor has not been able to move forward without funding and our target date to move in on XX/XX/XXXX has evaporated The new completion date is estimated at XX/XX/XXXX.
On XX/XX/XXXX I finally received a check for {$84000.00}. This check was delivered with a letter stating no more insurance funds would be released until the home was completed! How the XXXX are you supposed to rebuild a home when the insurance proceeds are delayed over and over and/or held. Today, XX/XX/XXXX, I have mailed an additional check in the amount of {$97000.00} for deposit in the escrow account held by Mr Cooper and Insurance Claim Check. This will leave an escrow balance of approximately {$200000.00}.
Who knows when I will receive additional funds at this point. My contractor, Insurance Company, Congressman XXXX and staff are all in agreement with me that they have never seen anything like this and it is totally unacceptable. All we want is the insurance money to complete the rebuild of our loss!
By the way, the inspector who finally showed up in XXXX reported the house was only 37 % complete which is completely wrong. It is at least 65 % complete. In addition, the County Tax Assessor has valued the property at over {$300000.00} up from {$40000.00} after the fire. So here we sit paying higher taxes on a property we can't complete.
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01/25/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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We received a letter from our County Assessor 's office ( dated XX/XX/XXXX and received XX/XX/XXXX ) indicating that our real estate taxes ( due XX/XX/XXXX ) are delinquent and accruing interest. The letter threatened to publish our names in the local newspaper and to offer a tax sale on our property if payment was not received by XX/XX/XXXX.
We called our home loan servicer, Mr. Cooper ( Nationstar Mortgage ), on XX/XX/XXXX informing them the taxes held in escrow had not been paid. 'XXXX XXXX apologized and said that a check would be 'over-nighted ' via XXXX the following day ( XX/XX/XXXX ) and that she would call us to confirm this the next day ( XX/XX/XXXX ). We did not receive any call during normal business hours the next day as promised, so we called that evening ( XX/XX/XXXX ) and spoke with another agent ( did not get the name ) who informed us that there was no record of the call from the previous day and confirmed that no check had been sent. The agent informed us that the soonest a check could be sent was the following Monday ( XX/XX/XXXX ). Frustrated, my wife ended the call.
I called the evening of XX/XX/XXXX and spoke with 'XXXX ' ( not the same XXXX as before - I asked ) to confirm that a check would go out XX/XX/XXXX and she said that she saw 'on her screen ' that payment was due to go out XX/XX/XXXX. As this was the final due date from the Country Assessor, I said this was unacceptable. I informed XXXX that we had been promised that payment would be over-nighted XX/XX/XXXX and then XX/XX/XXXX and now XX/XX/XXXX. I also informed her, as we had with all representatives up until this point, that the payment was originally due XX/XX/XXXX. We demanded immediate satisfaction, also informing each representative that electronic payment could be made via the County Assessor 's website at any time.
We are considering, to be safe, paying the taxes ourselves - including accrued interest. I contacted the County Assessor 's office this morning ( XX/XX/XXXX ) and spoke with 'XXXX XXXX to confirm the exact amount ( {$3900.00} ).
Immediately after calling the County Assessor, I called Mr. Cooper XXXX XX/XX/XXXX XXXX. XXXX to check the status of our problem one last time. 'XXXX XXXX informed me that a check to the Country Assessor for {$3900.00} had been sent and should be delivered today ( XX/XX/XXXX ) and provided me with the check number and a XXXX XXXX tracking number. When I checked the tracking number and expanded the history of the shipment, I found out that the check was sent to an address several states away ( XXXX, Pennsylvania instead of XXXX County Assessor, Nebraska ).
Learning this, I contacted Mr. Cooper XXXX XX/XX/XXXX XXXX ), spoke with 'XXXX XXXX who transferred me to 'XXXX ' and I explained our situation again. XXXX stated that her manager, 'XXXX XXXX, would be contacting me as soon as possible, but that the 'turn-around time ' to fix the address with the 'vendor ' was seven days. I was adamant that XXXX contact me today ( XX/XX/XXXX ).
This is where we currently stand.
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07/18/2023 |
Yes |
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- Struggling to pay mortgage
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Web |
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We have owned our home since XXXX and refinanced into an FHA loan in XXXX that is now through Mr. Cooper. We are very concerned with the way that they have handled the servicing of our loan as they have started the foreclosure process against us and assigned an Attorney to come after us. We ALWAYS paid our mortgage on time until we had major health issues related to XXXX and after effects of a XXXX. This started a snowball effect where we struggled to get caught up. We tried to reach out to Mr. Cooper multiple times to see if there were any programs to help our family skip payments or make partial payments or be considered for any type of homeowner assistance programs but were repeatedly told no, sorry, nothing we can do to help.
This is outrageous and wrong because we have an FHA backed government loan, and as a servicer of this loan Mr. Cooper is required to provide access to all distressed homeowner options and they did not do this, they told us there was nothing they could do and then started foreclosure proceedings. My husband has a good job with XXXX XXXX on the XXXX XXXX and has worked there for 25 years. I have worked in education for 21 years and as a XXXX XXXX for the last two years. We never had a problem making our payment until my husband had an emergency medical event during a routine XXXX. This led to a weeklong hospital stay followed by XXXX followed by XXXX. We lost over a month of his income as well as staggering medical bills and major car repair emergency and were struggling but still making mortgage payment.
I began calling Mr. Cooper at that time ( XX/XX/XXXX ) to see what types of programs may be available for our family. This financial struggle was XXXX related and as a servicer of an FHA loan I was under the impression that Mr. Cooper was supposed to offer us assistance such as a forbearance due to XXXX. But this did not happen. I continued to try and make the mortgage payment but finally had to begin making partial payments late XXXX and early XXXX. Once again I contacted Mr. Cooper to see if there were any programs available for struggling homeowners with FHA loans and again I was told sorry. At that time XX/XX/XXXX we were told that Mr. Cooper would no longer accept partial payments and we were not able to make the payment for 3 months. To make matters worse my husband was laid off from his job in XX/XX/XXXX, although we were blessed that it was a temporary situation and he is now back at work.
At this time Mr. Cooper has told us they refuse to accept payments unless we reinstate in full. We received a letter from XXXX XXXX XXXX XXXX XXXX who said they are coming after us and Mr. Cooper also sent us a letter that we are going into foreclosure.
This should not be happening, because we have an FHA loan and from my understanding Mr. Cooper is required to consider us for all homeowner assistance programs including partial claim, recapitalization of delinquent payments, loan modification or repayment plan. We were told repeatedly that none of these options were available.
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07/28/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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I applied for a refinance on our home on XX/XX/XXXX with our current mortgage holder, Mr. Cooper ( Nationstar Bank ). We have refinanced before very easily and quickly with other institutions with no issues so the current experience with Mr. Cooper seems unexplainable other than the fact that we shared our race in the application process.
1. We were made to wait 2 weeks before locking in rate.
2. Told we close no later than mid-XXXX. Its now end of XXXX 3. Asked about a home neither me nor my husband ever owned or had a stake in.
4. Questioned about my husbands job location and commute. We live in XXXX but the headquarters for my husbands job is in XXXX. Perhaps the loan officer needs to learn geography. My husband works from home but occasionally may have to drive to XXXX which is about 1.5 hours away. What does that have to do with a refi????
5. Questioned about what a XXXX XXXX loan was for ( Daughter is in XXXX ).
6. Questioned about dependents even though we provided tax returns that reflect these things.
7. Questioned why we were getting cash out of the loan. Shared that we were told we had to pay off our line of credit by the application originator, Mr. XXXX so their loan would take priority.
I left a voicemail with the loan officer, XXXX XXXX, in XXXX regarding some of the document requests. She has never returned my call. She sent me an email regarding the cash out and dependents question on XXXX. I responded back to her email answering her questions and again asking for explanation on being required to provide statements on odd things. She responded that our application was not filled out correctly as if that was my fault and said that she was submitting the loan for final approval. We did not fill out the loan application. It was done over the phone by one of their representatives.
She still has not responded to my questions on why we were asked about a home we have never owned and about the location of my husband job.
I sent another email on Friday XXXX to her about why this loan is taking so long and her not responding to my questions. She has completely ignored me.
We are XXXX and this is the first time I have ever shared race on a loan application of any type before. I thought no harm since we have been excellent customers for them. Keep in mind we did not originate our home loan with this company. We built our home 17 years ago and our loan has been transferred to various companies throughout the years. Mr. Cooper picked up the loan a few years ago. We have refinanced or taken out other loans before in well under a month with other companies so I have no understanding, other than our race, of why they are dragging their feet. We have very good credit, have been on our same jobs for many years and have high stable incomes. We have turned around every document and email request on the same day we were asked so there is no reason for their obvious slow walking of this process.
They refuse to even acknowledge the concerns and it appears all communication has stopped.
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04/27/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
XXXX In XXXX we were on a mandatory shelter in place, my servicer offered a forbearance verbally, I was told the missed payments go to the back of loan.
XXXX My forbearance ended in XXXX, the lender didnt place late payments to the back of loan as agreed by their staff I was told apply for loan mod so I did in XX/XX/XXXX2 weeks after applying I was denied although their SOP says 30 days or more to make a decision, citing the investor XXXX XXXX declined to help me.
I appealed their decision and reapplied for a loan mod, less than 1 day later I was declined, citing the investor XXXX XXXX declined to help me.
XXXX the lenders website provided a link to California mortgage grant program, so I applied, I was denied by the program, because my balance was over the threshold I Called lender asked to ask if I can send payments to bring down my balance I was told no and yes depending on who answered phone calls. They said the investor said no I was referred to Hud counselor to help me I contacted a Hud counselor in XXXX and he was able to work with the lender and the lender agreed verbally and in writing they would work with me to pay down the delinquent balance so I can qualify for the grant, they said they will hold payments in suspend and not send them back We mailed in 2 {$5000.00} checks, the lender refused the checks, and sent me a letter saying I cant make partial payment although they agreed I could in writing and verbally. They returned my payments. The lender asked me to wire the payments, so I did. I called the lender and emailed the lender to provide my wire transaction detail. The wire transaction from bank to their bank were successful.
All payments were posted to my delinquent balance. I was below the threshold to qualify for the grant, I emailed the lender and asked them to call grant program per our agreement, the following day all of the wired payments were reversed disqualifying me from a government program put in place to help borrowers The lender said they cant find the payments. Although the payments were posted to my account, I sent the lender multiple screen shots and proof again that they had my wired payments and showed proof they were posted I sent the lender their own transaction records from my portal, I sent the lender their letters showing they acknowledge my payments. I said you didnt lose any payments you removed them from my account after they were posted. The lender has now on purpose disqualified me from receiving help to save my house, this act was deliberate inflicting emotional pain and stress. I copied my certified hud counselor on all emails so he was aware what this lender was doing to me I advised him I cant breathe, my XXXX XXXX is raised and this lender has targeted me because they know I am an older borrower.
The lender that services my mortgage has deliberately try to intimidate me due to my age they refused 2 loan modification to save my home. Now they took money from the balance to make me over the required amount to qualify for a government program.
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10/20/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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I have had nonstop issues with this mortgage company since day one of them taking over my mortgage. First, I was divorced in XXXX. I fell behind on my mortgage payments at that time. I spoke to several different people and got different advice of what to do. Finally, after months of near foreclosure, I got approved for a loan modification. This added YEARS to my mortgage. I have also requested for refinance to remove my ex-husband from the mortgage. They refuse. I ultimately got remarried and divorced again. This time in XXXX. Again, it took months of speaking to multiple representatives to get any help. In XX/XX/XXXX, I lost my job. Because of the past issues that I have had keeping my mortgage current, I decided it was time for me to sale the property. I called on XX/XX/XXXX and inquired about a short sale. The representative asked me if I had lost hours during the pandemic. I told her yes but that was not the reason for losing my job. The representative told me that had to be done through a realtor. I got a realtor and called and adding them to my account as a third party on my behalf. He could never get any answers as to what t do other than list it on XXXX. On XX/XX/XXXX, I called again. The representative then sent me paperwork to fill out about short sale and what she called an " affidavit '' for COVID forebearance. I returned these to them. I called a few days later and was told that they got the information about short sale but not the affidavit. Then on the same call was told it would take 30 days for that paperwork to show up. In the meantime, I found a different realtor for the short sale. She had made multiple calls trying to get a packet of information required for short sale and on every call has been told that it would be sent to her. She was able to get information about equator.com and set up and initiate a sale. Two weeks went by and she got nothing. After several more phone calls, she was told she would have what she needed in 48 hours. Again, that did not happen. The last time she spoke to someone was one day last week after holding for over 45 minutes and the man told her then that he didn't know when it would be sent to her but said he would be in contact with someone to get it expedited for us. In the meantime, I received a call from the mortgage company telling me that I had to send in {$1000.00} to be able to complete the short sale and that I had a demand letter that expired on XX/XX/XXXX so they could foreclose on me at anytime. I am trying to be proactive and not have a foreclosure. It seems this is what they want to happen. In all honesty, I do not want to lose my home. I would like for the mortgage company to refinance my mortgage at a rate and payment that I can afford. It would be the least they could do with the continued issues that I have with them. Actually, I wish I could get refinanced with a more reputable company. Also, they have not reported to a credit agency in years. Please help me in figuring out how to handle this and stay in my home.
Thank you
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10/04/2019 |
Yes |
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- Struggling to pay mortgage
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Web |
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After finalization of my divorce I bought my ex-husband out in XXXX to maintain my primary residence. The deed on the property changed from me and my ex-husband to me alone. In order to do this I took out a loan from Pacific Union Financial in the amount of {$360000.00}. Because of income limitations the mortgage representative suggested a co-borrower and my parents agreed to be co-borrowers. Pacific Union Financial required my parents and myself to sign both a promissory note and mortgage document but my parents never had ownership of the mortgaged property. According to the loan officer since the loan was an FHA loan, in order to comply with FHA guidelines the mortgage document had to be signed by all three parties.
In XX/XX/XXXX Mr. Cooper bought Pacific Union Financial and serviced my loan. Due to a financial hardship on XX/XX/XXXX I applied for mortgage assistance an asked Mr. Cooper to look at a possible modification of my loan. In the interim I remarried and in the process of the modification application, I asked Mr. Cooper to evaluate the income based solely on my income and my husbands income alone. My parents never materially participated in the payments of my mortgage and including only my household income would give a truer picture of my affordability of paying back the loan. Mr. Cooper agreed and asked my husband to sign a non-borrower support letter. I also disclosed to Mr. Cooper that the title of my property was in my name alone. The company 's response back to me was I needed to include a recorded Quit Claim Deed which would have retitled my property from Me, My Dad and My Mom to Myself alone. It according to Mr. Cooper would be an FHA requirement. Unfortunately my parents could not give up ownership of a property they never owned and Mr. Cooper declined my application because I could not provide ownership change documentation. Having questioned how under FHA guidelines the original loan was able to close when my parents had no ownership Mr. Cooper 's response was they were not liable for anything Pacific Union Financial would have done in the past. I didn't agree with that statement and suggested that through the purchase of Pacific Union Financial, Mr. Cooper should be accountable for any errors or mistakes made by the previous company. I recently received a denial letter ( see enclosed ) from Mr. Cooper regarding the modification and correspondence from Mr. Cooper 's attorney 's ( see enclosed ) informing me that foreclosure proceedings have started. I feel that there was a mistake with the original loan and that mistake is not allowing me the chance to modify my loan or take advantage of other options like forbearance. I have since contacted FHA directly and they are in the process of investigating my case. I also have contacted an attorney and may opt for a lawsuit against Mr. Cooper. I am hoping that Mr. Cooper will reconsider my modification or rectify the issues which started with Pacific Union Financial. Thank you for your prompt attention regarding this matter.
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08/08/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Older American, Servicemember |
This involves 2 companies & has been ongoing & I have made EVERY Human effort to resolve & neither one completed what I sent in & now i am faced with losing my home of over 24 yrs. as a senior & XXXX person.
In the hospital in XXXX XXXX I notified all creditors- I was very ill - yet only 1 month behind with XXXX XXXX XXXX They lost part of my money order payment & totally messed up this account- by de-escrowing -which took me forever to correct.- among other situations. I qualified for this loan & it was with XXXX & then transferred to XXXX. I applied for a loan modification as I wanted to shorten the time frame. i sent everything in & they dropped the ball & in approx.
mid XXXX transferred this loan to Nationstar Mortgage. The nightmare began.
They stated that XXXX said to foreclose-IN THE MIDDLE OF A LOAN MOD??
I never got proof of that & was told that I had to apply with Nationstar- I had continued making my payments from the very beginning of this loan.Only when Nationstar got this loan were my payments NEVER posted & then returned.
Every month I sent in my payments - they put in a suspense file & this has continued for quite awhile. I put in a loan modification with Naitonstar & they sent me information needed AFTER THE DEADLINE to get to them.They then filed to foreclose on me in approx. XXXX. XXXX..I have had to fight with them for for over 3.5 yrs.to get a loan modification. I have sent ALL info. in over & over again & yet they still have not granted me this loan mod. of which I am QUALIFIED to pay.They state : update needed ; incomplete ; expired form ; etc. I have repeatedly sent in the same info in again & again. They sent me back some checks & I returned to them - I have had to be at several hearings.They then transferred or changed their name to Mr. Cooper & nothing has changed. I have continued to request this modification & the last time in approx.late XXXX or early XXXX with only supposenly one item they wanted- I sent it in again & have been in constant contact & they stated they did not receive it. That is false & I appealed their denial for being in- complete. They were to let me know something & have not & had a summary judgement hearing & set a foreclosure sale for XXXX XXXX, XXXX.I was told not to send in anymore payments in XXXX XXXX by them- thinking that the loan mod. was forthcoming & it was not. I updated all info. for them so many times- no one else would ever have fought like I have.They have added in so many fees from day one & rejected my payments to cause the current situation. If I just did not pay that is one thing but that has NEVER been the case.I have never cheated anyone & just want to keep my home & get this loan modification.I had 3 loan modifications with another company & it was quick & I am current & have been> I qualified with XXXX XXXX on this house & on this loan as well- Why would I even need to qualified again????? Never I have done everything needed & desperately need your help. Thank you.
XXXX XXXX XXXX XXXX # XXXX & prev. with XXXX.
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11/11/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My mortgage is being serviced by XXXX XXXX since XX/XX/XXXX.
XXXX, I did a cash out refinance ( {$250000.00} ) with XXXX XXXX XXXXXXXX.
The terms of my 5/6 Adjustable Rate Promissory stated, 10 years interest only payments, the first 60 months paid are fixed interest only payments while interest only payments only 61-120 have the potential to adjust every 6 months for the life of the loan. Payment 121, interest only no longer applies and repayment is to include the principle amortized over 20 years/240 months.
The Note holder is responsible to amortize the principle and interest in a manner that sufficiently calculates repayment of the mortgage in full within the time limit on the Note. No balloon exist.
My Loan was serviced by Aurora Loan until XXXX. I do have complaints against AuroraLoan for mis management of Escrow and not applying payments accordingly, I will not elaborate in this complaint against Mr.Cooper even though there are one company.
XXXX, Mr Cooper/Nationstar became the new loan servicer until XX/XX/XXXX.
In XXXX, ( unbeknown to me at that time ) Mr. Cooper began to move my monthly mortgage payments into an " unapplied funds '' status, never applying or crediting the " unapplied funds '' to reduce the principle or interest balance of the mortgage. The following amounts listed below are the total amount of " unapplied funds '' taken annually from XXXX and not applied to my mortgage.
I would also like to address missing payments that Mr. Cooper documented, not paid during Covid 19 forbearance totaling an exaggerated {$26000.00}. I 13 missed payments. Mr. Cooper returned my bank wire payment {$6200.00} in XXXX. I was attempting to give the money back to Mr. Cooper because 2 months prior to my homeowners insurance policy expiring, I sent a letter explaining I switched companies and have already advise current company of such changes and to cancel renewal. In my letter to Mr. Cooper I also advised that the current policy that I purchased was paid in full. Mr. Cooper sent both companies a payment sufficient to secure both policies for the year. Again I sent letters and tried to return the additional payments to Mr. Cooper, however my monies were rejected and sent back to my bank account.Mr. Cooper gave no reasonable explanation why my payment was refused.
UNAPPLIED FUNDS. # of PAYMENTS MADE -- // -- MISSED XXXX -- {$68.00}. XXXX XXXX XXXX -- {$1100.00} XXXX XXXX XXXX -- {$400.00} XXXX. XXXX XXXX -- {$480.00} XXXX. XXXX XXXX -- {$53.00} XXXX. XXXX XXXX -- {$1200.00} XXXX XXXX XXXX -- XXXX XXXX XXXX. XXXX XXXX -- {$3200.00} XXXX {$6600.00} Total of unapplied funds taken and not applied to reduce the balance of my mortgage principle.
Mr. Cooper purchased Lender forced placed insurance ( cost {$1600.00} ) in XXXX, for the same year in which they mailed out 2 insurance payments, ( XXXX {$680.00} & XXXX {$22000.00} ). They never credited my account or refunded back the {$1600.00} that was taken from a monthly mortgage payment to satisfy the unneeded homeowners insurance policy.
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11/15/2023 |
Yes |
- Debt collection
- Mortgage debt
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- Communication tactics
- Frequent or repeated calls
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Web |
Servicemember |
Our VA mortgage loan servicer Mr. Cooper is in violation of the FDCPA. They call me multiple times a day and leave multiple voicemails in an attempt to collect debt. They are well over the XXXX calls within XXXX days limit not only this week, but weeks prior. I'm exhausted of the daily harassment our family is enduring. I have asked them to cease all phone calls at this time. I can be XXXX day late or XXXX and they continuously call me demanding payment. They are well aware of our financial struggles but do not want to offer any positive solutions. The only time calls have stopped was within the last XXXX weeks when this company had a Secuity breach and shut down their payment portal.
I have tried to work with this company for 3 years now for assistance with no options available but to foreclose, short sale or deed in leu. I DO NOT want to lose my home. I can only communicate through their online message portal because every time I call the assigned XXXX is not available.
The mortgage loan was refinanced in XXXX before it was sold to Mr. Cooper. When Covid hit, the loan was granted a forbearance in order to assist with late payments due to unemployment, like many other families endured.
Our family unexpectedly divorced shortly after and the property was granted to me, so I asked Mr. Cooper to assume the loan ( as I wanted to take over the payments ) and was denied as they do not offer that option. Why the heck would you not have an option for spouses that divorce? I tried to modify the loan with my sole income and was denied because their processors didn't understand how child support payments work. They insisted I apply without child support and of course I was denied as the loan was now showing unaffordable.
In late XXXX I was unemployed for a few months without pay and fell behind 3 months. I eventually caught the loan up even though the payments were late, once I started new employment.
In XX/XX/XXXX the borrower was diagnosed with XXXX and has been unemployed the last 6 months causing both our incomes to go down. I can report my hardship over and over again to the loan servicer, but this company offers no solutions for homeowners to keep their home. I can't help the external factors that keep happening to our family, it's not in my control. He is a veteran and I am a XXXX XXXX of XXXX. I want to keep my home and am working hard to keep all payments a float.
I am currently behind 2 months in mortgage payments with XXXX month being paid out this week on XX/XX/XXXX. I am committed to making all my payments, but they will be late due to the financial and medical circumstances our family is currently facing. I am asking this company for some grace during this time until I can find extra jobs to bring in additional income. At XXXX days late they have previously had people knocking on my front door taking pictures, again harassing my family when all we are trying to do is survive. It's exhausting. Please help stop the harassment and maybe find our family a solution.
Thank you
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06/08/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
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Web |
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On XX/XX/XXXX I tried paying my home equity monthly mortgage with Nationstar/Mr. Copper over the phone with THEIR IVR system ( auto payment over the phone ), it would not allow me to make the payment, it kept kicking me out of the system. I made several attempts to make the payment ( this is the same process I've used for the past several years ) with the same results. I tried contacting Mr. Cooper on XX/XX/XXXX and due to the holiday they must have been closed. I was finally able to contact a customer representative on XX/XX/XXXX, to make a successful payment and explain that THEIR automated phone system ( IVR ) was not working and I was concerned of a negative credit reporting ( my current credit score was XXXX ish ), I was informed by the rep not to worry about it that " THE SYSTEM HAS BEEN KNOWN TO HAVE PROBLEMS '' and not to be concerned he would make a note on the account.
Approx a month later after getting a credit report update noting that my score had dropped approx 100 points!, I contacted Mr. Cooper. I was informed by the first rep that there would be a email sent to the " research dept '' to investigate and someone would follow up with me. No follow up ever happened. I then reached out several more times to Mr. Copper to resolved with more statements stating the research dept was handling it. In the mean time I submitted disputes with XXXX, XXXX and XXXX. I contacted Mr. Cooper and was informed on XX/XX/XXXX by XXXX ( rep ) out of XXXX, Texas that my problem was resolved. I asked for what exactly that meant and was informed that the negative hit was corrected. I then received statements from Mr. Copper stating they received inquiries from XXXX, XXXX and XXXX and to follow up with them on the results ( attached ). Mr. Coppers " research dept '' does not accept phone calls or has any direct communication with their customers. These statements do not show any resolution, just to follow up the agencies.
I then contacted Mr. Cooper again and was informed yet again by another representative ( XXXX ) that the problem was resolved in my favor and it might take a little while for the credit agencies to report the " correction ''. After waiting and not seeing a results I contacted XXXX and was informed they did not correct the problem and the negative hit was to stay.
I'm beyond frustrated with Mr. Cooper, to extent of consideration of to closing my account.
I take my credit rating very serious and to have it drop as it did due to a failure with their system seems unfair. I'm hoping this gets resolved before hiring a attorney and contacting the B.B.B. In one of their statements ( attached ) I was suppose to have a " Dedicated Loan Specialist '', XXXX XXXX, whom I was pretty much blown off by him, with no care to customer service.
I'm also attached a doc of my banking statement which shows my payment completed successfully with my primary mortgage company on XX/XX/XXXX. I make these payments at the same time every month.
Please assist in any possible way to resolve this matter.
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12/12/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Trying to communicate with the company to fix an issue while managing or servicing your loan
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Web |
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A complaint was filed against RightPath Servicing for failure to provide DOCUMENTS they ( RightPath Servicing - The Company ) would have reviewed to determine the master insurance policy provided by the borrower did not satisfy the lender 's requirement for interior coverage of the condominium unit. The lender made a demand for forced placed insurance claiming insurance on the unit had " expired '', although the borrower provided proof of insurance more than once. A showing of a comparison of documents, between the lender placed insurance and the master policy provided by the borrower was requested. These documents have not been provided in order to compare the coverages offered by each, and an explanation from RightPath Servicing detailing how they arrived at their determination that their lender placed insurance provides coverage that the master policy provided by the lender does not, has not been submitted as requested. In addition, RightPath Servicing made claims that my " hazard insurance '' had expired and documents proving this claim by RightPath Servicing were requested but have never been provided. No document stating my insurance had expired has been provided, ever. RightPath Servicing then claimed the master insurance policy provided by the borrower was missing the term ( s ) " betterments '' and " improvements '' as well as " walls-in '' and that these terms were required in the master policy. Request for documents proving these terms are required were requested by borrower from lender. Lender has failed to provide these requested documents. RightPath Servicing then claimed there was a previous HO-6 policy placed on my condominium, by the previous lender, whom is also Mr. Cooper, but has failed to provide the documents requested showing proof of a previously existing lender placed insurance policy. If, in fact, there was a previous lender placed insurance policy in place, my monthly mortgage payment would reflect the payments of this lender placed insurance and the fact my monthly mortgage payment remained the same from the transfer to RightPath Servicing, my monthly mortgage payment would have already been assessed for lender placed insurance coverage. RightPath Servicing had increased my mortgage payment by {$1000.00} per month to fund the lender placed insurance they placed on my property. Proof of a pre-existing LPI policy was requested, in the form of documents RightPath Servicing would have reviewed in order to claim there was a previously existing LPI policy in place from the previous lender. The documents requested would have also helped determine if RightPath Servicing was " double charging '' for LPI. To date, NONE of these documents have been provided by RightPath Servicing as requested by the borrower. This complaint can not be dismissed as a duplicate complaint as RightPath Servicing has not complied with the previous request for documents as stated in a separate complaint. This complaint is for failure to provide documents that have not been provided, to date.
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07/25/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Mr Cooper has misapplied a payment I have made, this is my second time opening a CFPB complaint with them over this after they sent me a response claiming that they could not do anything about this because they sold my mortgage to XXXX, which I found out to be a lie. I have now been reported as delinquent to credit agencies effectively destroying my credit. Here was part of my original complaint in quotations : " I have been in the middle of a loan modification over a covid forbearance plan i was on, during the modification Mr. Cooper my loan servicer did not apply a payment correctly, this was corrected and I was sent documents to sign while I was on vacation with no notice of this. When I got back I called Mr Cooper and they told me it was OK as long as they are sent by the end of the month, which they were. My modification documents were received on time ( admitted in a recorded call by Mr Cooper ) and they told me to wait and do not pay for the month of XXXX yet. I waited and called again and they stated on a phone call also recorded by the company that they were sending new documents to resign and be patient. I continued to wait into XXXX when I called again, I was told to continue waiting. Eventually on XX/XX/XXXX I called again and was told that there are no new documents and that I need to just make the XXXX and XXXX payments for the modification to finalize. I made a payment to that representative for {$3000.00} as shown in my bank statement attached, in a recorded call again by the company, to go to the XXXX and XXXX payments. Days later my mortgage was transferred to XXXXXXXX XXXX XXXX. Now XXXX XXXX XXXX displays my XXXX payment as missed and are threatening to put me in collections. I had a three way conversation with Mr Cooper and XXXX on XX/XX/XXXX, recorded by both companies, to which I was told after an hour of the Mr Cooper representative looking into it that it clearly was paid but not applied, that it was instead applied to " bookings '' and that I should just pay the XXXX payment. Since all of this I have submitted a complaint against Mr Cooper to the CFPB which Mr Cooper did nothing about but pass blame on to XXXX. XXXX acknowledged this issue multiple times in many calls over the past few months, I have been told on multiple recorded calls that the problem will be taken care of only to recieve a call from XXXX a week later saying that I'm still behind. XXXX now claims this issue is on Mr Cooper which it clearly is because they are the ones who messed up the accounting. " Mr Cooper as, now shown in their previous response, has applied the XX/XX/XXXX payment to the XXXX of XXXX payment, when I was under the CARES act forbearance.
Mr Coopers claim that they can not do anything about this does not put them off the hook for their responsibility. They made this mistake and are responsible for fixing it regardless of their so called ability to do so, as according to RESPA. The attached file is Mr Coopers previous answer to me with all the misapplied payments detailed.
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03/19/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Incorrect information on your report
- Account information incorrect
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Web |
Older American, Servicemember |
Our loan was sold ans XXXX XXXX to another mortgage Servicer effective XX/XX/XXXX. Since the transfer our loan data has been constantly changing. Our first request for change was reported to Mr Cooper response letter dated XXXX ( uploaded ) the response shows that a correction was sent to the credit bureaus to restore the account to the XX/XX/XXXX status. After that update letter, we have documented well over 30 changes to the account that directly affected what was being reported to all three credit bureaus. We also noticed that the changes varied between the three bureaus, to later discover that the changes were being made to the Closed Account keep our credit score below a level to Refinance away from the new mortgage holder. Our last request to correct the various and ongoing changes is recorded in Mr Cooper response letter dated XXXX ( uploaded ). That letter also indicates that changes were requested from the three credit bureaus, with the last letter asking us to wait 5 days for the changes to appear on the credit reports ( " Please allow the credit reporting agencies five ( 5 ) days to complete the update '' ). To this day the reports and data on at three of the credit bureaus are still varied from one to the other, and not one is showing that any of them was restored as the letters stated to the before XX/XX/XXXX transfer date. These request were done through Mr Cooper 's website. We also sent request my mail earlier and request were made before XXXX of XXXX but soon after there are more than 20 recorded changes. Our XXXX XXXX account alerts us every time our credit score changes, and that along with a couple other services has informed us that these changes were being made, but what puzzled us was that the account was showing " CLOSED '' and based on what we're told by the credit bureaus, an Closed account should never show payment or history changes. To also find out later that the ongoing changes to the credit files prevent the scores to be correct because of the timed algorithm system. So even if they finally and really restore the accounts, it's too late to get a fair and correct credit score. The question becomes why is our data constantly being changed to keep our credit score below the refinance threshold. And they have also added information to the reporting that should not be there ( see attached uploaded - XXXX negative data removed ) look at account type : .. " including purchase money first '' a line that should not be on on loan that could have never applied to a XXXX XXXX , and was never showing as such in any of the credit reports before the transfer. When asking one of the credit bureaus about that comment, we were told it is a very negative thing to have on a credit report and later research explains why but should never be associated with a XXXX XXXX loan. We are tiring with trying to get Mr Cooper to correct this problem. We're told to report this acting to the CFPB before taking other steps. It appears this may be an problem others are also experiencing.
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08/29/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Mortgage servicing Company : Mr. Cooper ( " Cooper '' ).
A foreclosure action was scheduled for XX/XX/XXXX at XXXX XXXX In an effort to save the home, contact was made with Cooper to determine if payment to reinstate the loan could be arranged or a full payoff of the loan was possible. The indication was that these options were available. A request for both a payoff quote and reinstatement amount was made on XX/XX/XXXX. A payoff quote in the amount of {$19000.00} was provided on XX/XX/XXXX, over the phone. Although I had been promised a fax within a day of the request, no fax with the payoff quote was ever sent. Nevertheless, I was assured on XX/XX/XXXX that the payoff amount was correct and payment, via wire transfer would have to be made prior to the sale taking place.
A payment in the amount of {$19000.00} was made to Cooper, via wire transfer, on XX/XX/XXXX, prior to the auction. Cooper and the Trustee, XXXX XXXX, were notified immediately, and the sale was halted. I made it clear that I still wanted the written quote and assurance that the loan was paid in full, in writing. On XX/XX/XXXX, Cooper, through XXXX notified me that the loan was not paid off and they needed to speak with me. When they were contacted, I was told that I still owed over {$3000.00} to payoff the loan. I re-requested the payoff quote previously requested on XX/XX/XXXX, and also made the request via internet ( Cooper Website ) on XX/XX/XXXX. I have received no response to my request. I did receive an email after contacting Cooper on XX/XX/XXXX, which contained the Cooper response to my " payoff '' request and i is attached as " payoff amount ''. It states no amount is due to payoff the loan.
The statements provided by Cooper do not coincide with what is shown on the Miscalculation of interest and unknown other " charges '', as indicated on website payment information.
Refusal to provide a written loan payoff statement upon request - The request was made on XX/XX/XXXX for a payoff quote misapplication of payments resulting in late fees : Excessive and incorrect " reversal '' of payments resulting in extra fees. Some payments applied to principal and interest were reversed and applied in an unknown manner ; I have attached a statement dated XX/XX/XXXX for your review. It indicates that credits to principal were included in my statement. I did not receive that portion of the statement. The credits were to go to the payments in the following months as discussed with Cooper.
Charges to my account indicated as " other '', which are impossible to determine where the amounts were applied. Excessive charges to account designated as other ; Escrow documentation is not understandable and shows large deposits and Withdrawals from escrow. Of course, the result is that the payment increases to an unreasonable amount. The 2 items in escrow are as follows ( pretty simple ) : Property taxes ( XXXX ) and homeowners insurance ( {$700.00}. I have been required to pay to Cooper the amounts that I have paid directly.
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11/13/2020 |
Yes |
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- Trouble during payment process
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Web |
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NationStar Mortgage aka. Mr Cooper is our mortgage company. They bought out our previous company XXXX XXXX XXXX in XX/XX/XXXX.
We filed bankruptcy in XXXX to save our home Chapter XXXX.
We got behind 4 payments afterward and agreed to a stipulation agreement paying an additional {$850.00} over and above our mortgage payment of {$1000.00} over a 6 month period and keep up with our mortgage payments for the entire time of our bankruptcy which was a 5 year repayment plan.
In XXXX of XXXX we receive word from our bankruptcy attorney that the attorney for Mr Cooper states we were not meeting our stipulation agreement and were given until XX/XX/XXXX to cure what we still owed on the stipulation.
We cured {$3100.00}. and change to bring the account current.
We continued to make our mortgage payments.
XX/XX/XXXX we receive an email from our bankruptcy attorney that the attorney for Mr Cooper had filed a motion for relief from stay on our property.
The attorney for Mr Cooper provided a ledger which had very little payment info and nothing from XXXX at all.
Because we were in bankruptcy all of our payments to Mr Cooper had to be certified funds, so we went to our bank, got printouts of every payment we made to them and sent it to them.
They sent back a second payment ledger and within that document it stated that from XXXX XXXX to XX/XX/XXXX our mortgage payment had increased from {$1000.00} to {$1600.00}.
I immediately contacted Mr Cooper to discover our payment increased due to XXXX taxes of {$4700.00}. Mr Cooper claims that because of the bankruptcy they could not send us that updated payment info directly but sent it to our bankruptcy attorney ... we never received the payment increase information, so we continued to pay what we thought our payment was, {$1000.00}. Also, these payment increases to our knowledge were ever submitted through the bankruptcy court as they should have been.
This put us in arrears for an entire year not even being aware of a mis-stated tax error.
We had to borrow {$12000.00} to save our house through the Public Trustee office.
We did so XXXX XXXX.
XX/XX/XXXX we did receive notification of a payment increase of our mortgage to {$1000.00} and we paid accordingly.
Through the debt curing process of {$12000.00} it triggered another out of cycle escrow analysis again causing our mortgage payment to be increased again to {$1000.00}.
Mr Cooper stated we would be receiving a refund check for {$6100.00} after the fact.
Here`s the problem ... our mortgage payment would have never increased at all if it were not for their tax reporting error! We live in a small 1160 square foot house.
There is no way our taxes would have ever been that much!
Me and my wife are raising XXXX children and feel addiment that we are due not only the full {$12000.00} back, but all of the insurmountable amount of stress this situation has placed not on only us, but family we had to borrow money from to cure this debt due to an error on their part. Thank you for your time
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06/09/2023 |
Yes |
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- Struggling to pay mortgage
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Web |
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REASON FOR MY COMPLAINT : Misapplied Federal Housing Administration guidelines in denying my request and opposing my inclusion for the XXXX recovery state assistance option.
I applied for the XXXX program with the state in XX/XX/XXXX. A representative from the state notified Mr. Cooper of my approval XX/XX/XXXX and Mr. Cooper erroneously opposed my participation XX/XX/XXXX.
As a result, I received a letter from the state XXXX stating : " Your mortgage servicer has objected to your inclusion into the program ''.
I have several recorded and noted conversations with Mr. Cooper which confirm that Mr. Cooper had NO reason to oppose my acceptance into the XXXX program. SEVERAL representatives of Mr. Cooper stated that their HARDEST HIT FUND DEPT. received the inclusion/approval letter from the state and sent the denial/objection letter to the state of NJ/ERMA. I have also received a letter XX/XX/XXXX from Mr. Cooper affirming THEIR ERROR. However, in the same letter they erroneously stated that they/ Mr. Cooper do not determine the ERMA/State 's decision which is 100 % False as my XXXX/XXXX/XXXX letter from ERMA CLEARLY STATES as follows : Your MORTGAGE SERVICER has objected to your inclusion into the program.
I trusted Mr. Cooper when they said they would try to resolve THEIR Error when they erroneously objected my inclusion into the XXXX. I also appealed the XXXX denial letter with confidence Mr. Cooper would resolve the issue THEY created which now caused me to become delinquent on my mortgage due to loss of employment AND the understanding that I would be receiving XXXX funding because of being included in the program. To my heartbreaking disappointment, I was again deceived by Mr. Cooper. I received another letter from the state ( XXXX XXXX ) on XX/XX/XXXX which said as follows : After careful review of XXXX our decision is as follows : Your MORTGAGE SERVICER has objected to your inclusion into the program.
I am unable to reapply to the XXXX program that I initially applied for in XX/XX/XXXX as I am still with the same MORTGAGE SERVICER.
I previously submitted a complaint. Mr. Cooper 's response was NOT Accurate as their response states that they received an initial letter from NJ XXXX in XXXX, see my attached letters. XXXX XXXX received the confirm of my inclusion to the XXXX program in XXXX resulting in an XX/XX/XXXX denial letter from XXXX stating : Your mortgage servicer has objected to your inclusion into the program Mr. Cooper 's response was untrue as there are SEVERAL calls and notes confirming MY attempts to rectify THEIR MISTAKE.
In closing : Mr. Cooper 's unfair Mortgage practice and errors have caused me financial risk and undue stress. I am seeking legal assistance at this time as I don't want any other customer to endure what I have experienced.
This whole ordeal have been pain staking to me a single mother and my 3 children.
I am requesting support from the CFPB as I believe Mr. Cooper 's actions towards me are an abomination.
Help, XXXX XXXX
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08/31/2022 |
Yes |
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- Trouble during payment process
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Web |
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On XX/XX/2022, I received a call from XXXX about my homeowners insurance that was being cancelled, XXXX stated they have not received a payment. I told them Im in escrow and my mortgage company pays my insurance.
XXXX advise me to contact Mr. Copper XXXX my mortgage company ) I called Mr. Cooper mortgage on XX/XX/2022 at XXXX, I spoke to a representative that was in the insurance department, she stated that XXXX had failed to send the renewal paperwork so that can see what the balance is going forward. She stated they tried to contact them on XX/XX/XXXX, XXXX, & XXXX. The Mr. Copper representative said she can call right now to get in touch with an agent. She placed me on hold ( 5 Minutes later ) she returns to the line and stated they would not let her speak to a live agent. That it directed her to the website for more assistant. I asked what time do the close for the night, she said XXXX EST, I told her I will reach out to XXXX and I will call back.
I called XXXX back, spoke to a superior, XXXX stated they sent the document via IET ( Internal electronic transfer ) on XXXX XXXX. And then sent it by mail. The stated they have not received any phone calls from the mortgage company on XXXX XXXX, or the XXXX. If a mortgage company contracted them, they would not advise them to go to the website.
I called Mr. Cooper mortgage back, I spoke to a customer service representative that stated there was nothing wrong with my account, that everything is updated and paid for. I informed her I just spoke to the insurance department and they said something different. I asked several times to be warm transferred to the insurance department so I can speak to someone there. She stated that the insurance department was a third-party company, and she can only cold transfer me. I stated I called earlier, and a customer service representative warm transferred me over. She wanted school me on how mortgages and escrow worked, and told me that I was lying, that I told her a different story and that once again that my insurance is not cancelling and that the amount was paid in full. I asked to speak to her supervisor, she stalled for five minutes letting me know once again that I was wrong.
She warm transferred me to her supervisor, the supervisor heard my story from the beginning until I was transferred to her. She stated that customer service was total incorrect, that the account is past due, that there is a issues with my homeowners insurance. She warm transferred me to the insurance department. Apologies for the pervious representative miss handling of my call.
The representative for the insurance department started to reiterate that XXXX was doing their job that they received no documents. I told her what the representative for XXXX said and gave her all the information. After a back and forth she asked how much did the renewal cost. It was XXXX She placed me on hold, a few minutes later she said she send out the payment so everything should be okay. Apologized and released the line.
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03/29/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I am filing a complaint against the mortgage lender Mr. Cooper. My former spouse filed for bankruptcy and debt was discharged. Mr. Cooper continues to add additional legal fees to the mortgage on the home that I alone own. When I call, wait times are often in excess of 30 minutes, they have hung up 5 times today. They do not accept messages. Mr. Cooper refuses to answer questions and when I ask for an itemized review of all legal fees they refuse to provide this. On XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX I emailed my requests. They assured me a response within 14 days. Federal bankruptcy judge instructed lenders attorney to have fees waived, Mr. Cooper has ignored this instruction. I can not even communicate with my lender. I pay my mortgage on time. Please help me. Attached is my written request ( my contact information is at the end ) : Dear Mr. Cooper Research Department : My name is XXXX XXXX ; I am borrower two on Loan Number XXXX located in zip code XXXX.
I am contacting you to request the following information/documents : 1. An itemized listing/accounting of ALL corporate advance fees assessed to my loan beginning at the time that my ex-husband and borrower one, XXXX XXXX XXXX XXXX XXXX, filed for bankruptcy.
2. Mortgage interest statement for XXXX XXXX. Mortgage interest statement for XXXX 4. Mortgage interest statement for XXXX Regarding item 1., I need the date and detailed information about what each fee was specifically for, when it was billed, when it was due, when it was paid by myself, and/or if it is still outstanding as I have personally made all mortgage payments since Borrower Ones bankruptcy filing.
I am particularly concerned as I attended the hearing on XXXX Case XXXX held on XX/XX/XXXX. US Bankruptcy XXXX XXXX granted the motion for relief from stay and co-debtor stay AND provided clear direction to Mr. Coopers counsel, XXXX XXXX XXXX, that all related legal fees should be classified as non-recoverable and any fees paid should be credited to my loan.
I have not seen evidence on the monthly Informational Statements reflecting any credit of corporate advance fees. Hence, I am specifically looking for that information so that I can provide it to the Court per XXXX XXXX request.
My understanding is that the bankruptcy was discharged on XX/XX/XXXX. I attempted to access my account online assuming that I am now finally entitled to the full array of customer service from Mr. Cooper that my on-time payments should provide for at this time. However, I was advised by two representatives that I am still enduring unjust consequences related to my ex husbands behaviors. Further, I was also informed of an additional fee of an additional Proof-of-Claim fee of {$130.00} assessed to my loan on XX/XX/XXXX. I am most unhappy about Mr. Coopers continued penalization.
Kindly, forward evidence of all accountings to corporate advance fees as soon as possible. I thank you in advance for your customer service.
With my advance gratitude, XXXX XXXX XXXX XXXX XXXX
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03/04/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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On XX/XX/XXXX I closed on the refinance of my home with Mortgage company Mr. Cooper. I was given 3 days to rescind if I was unhappy about any of the terms of the loan. I contacted my XXXX XXXX XXXX XXXX, to question the interest rate I was given because upon checking I learned that rates were lower than what I had obtained. He told me that he could not do any better than the 3.25 % rate that they were giving me. I spoke with another company who could. I expressed my dissatisfaction to him and exercised my right to cancel on XX/XX/XXXX. He called me a few days later to follow up with me regarding some escrow items. I shared with him that I have already submitted the Notice of right to cancel on XX/XX/XXXX. He then proceeded to say that he could beat the deal I was getting from the other lender. I asked why he had not offered me those terms in the first place. I told him I would not move forward with Mr. Cooper.
In the meantime I applied for a loan with another lender who offered me 2.75 % with better terms than what Mr. Cooper offered. During that process, the title work was conducted and it was discovered that despite me delivering the cancellation to Mr. Cooper in writing per their specifications ; by signing dating and emailing the document called " Notice of right to cancel '' to them, they did not cancel the recording of the Deed of Trust. Therefore it appears that I have an additional mortgage that needs to be paid off.
I asked my friend to assist me with resolving this issue, as she is more familiar with these processes than I am. On XX/XX/XXXX she contacted Title 365, who recorded the mortgage on behalf of Mr. Cooper via email. She requested that the lien be released so that I can move forward with my other lender. Title 365 has said that they have been asking Mr. Cooper to prepare the release so that the Deed of Trust can be released from county records and I can move forward with recording my new and correct Deed of Trust. It has been over 30 days since our initial contact. As of the date of this complaint they have not provided a release or any indication of when it will be available to me. In the meantime, my rate lock has expired once, and will expire again within the next 7 days. Title 365 has reimbursed me for the cost of the initial rate lock. However, as stated before, my lock will expire again if I am unable to close due to the lack of action on the part of Mr. Cooper I will be subject to additional expenses for the rate lock and or a higher interest rate.
The notice of right to cancel states that If you cancel the transaction, the mortgage/lien/security interest is also cancelled. Within 20 calendar days after we receive your notice we must take steps necessary to reflect the fact that the mortgage/lien/security interest on your home has been cancelled This has not been done. Why is it taking them 30 plus days to prepare a release when clearly an error was made on their part. This is unacceptable and reproachable behavior on the part of Mr. Cooper.
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10/13/2019 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Information is missing that should be on the report
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Web |
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On XX/XX/XXXX we filed a Chapter XXXX Bankruptcy to get rid of outstanding debt in attempts to save our home. Our case was discharged on XX/XX/XXXX. Our home was mortgaged with XX/XX/XXXX XX/XX/XXXX at the time. Ive attached some supporting documents and you should find on page 3 of them a page from our bankruptcy case confirming that we filed to retain the residence and reaffirm the debt with XX/XX/XXXX XX/XX/XXXX, continuing our payments to them through this whole process. Our bankruptcy lawyer recommend that after the case was discharged that we should attempt to get a mortgage modification.
After the discharge on XX/XX/XXXX we took a moment and then contactedXX/XX/XXXX and started the process to secure a modified loan with XXXX XXXX XXXX XXXX which took effect XX/XX/XXXX. In XX/XX/XXXX XXXX XXXX XXXX sold our loan to Nationstar.
We didnt think to check our credit, being told that bankruptcy would take its obvious toll on it. Imagine our surprise when we decided to finally try to build it back up in XXXX and lease a car only to find out it was worse than we thought with one of the reasons being because our mortgage wasnt being reported. When we called Nationstar they stated that it is XXXX XXXX XXXX 's fault and threw our bankruptcy back in our face. XXXX XXXX XXXX wouldn't even talk to us because they no longer held the loan. The one thing they both said was that some paperwork wasnt filed correctly and tried to lay blame on the lawyer. I tried to call our lawyer, only to find out that hes moved out of state and is no longer practicing. I only have our filing documents which clearly show that retain property and reaffirm the debt are marked off. I have no idea if a certain document was supposed to be filed along with it. Just to be clear I asked Nationstar who they have been receiving payments from for our address and they confirmed that it was us and I followed with the obvious question, then why arent you giving us credit for said payments and they claimed they can't because of the bankruptcy. Their remedy was to refinance. Sure, what kind of rate are you going to give us when we cant improve our credit score because you wont give us credit for our payments?!
Eventually Nationstar became Mr. Cooper and the real estate market has improved and we are no longer upside down in the mortgage and Mr. Cooper continually pesters us to refinance. We thought now is the time and tried to take them up on it only to find out they are still holding the bankruptcy over our head while encouraging refinance ( see attached document from Mr. Cooper ) and we are 8+ years post bankruptcy. To this date we have not been given credit for our post bankruptcy mortgage payments. Thats 8+ years of payments XXXX XXXX XXXX and Nationstar/Mr. Cooper have failed to report. This house really exist! Weve lived in it, raised a family in it and maintained it for 22+ years. We pay property taxes for it! The mortgage companies accept our money for it! Give us credit for it..fair and simple.
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11/19/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Mr. Cooper is a brand name for Nationstar Mortgage LLC.
Loan # XXXX Paying {$720.00} for two decades Missed insurance payments for the months of XXXX & XXXX Mr. Cooper informed me that they would gladly pay my home insurance for me for a meager $ XXXX per year.
Insurance was paid in advance for the full year XXXX of XXXX. $ XXXX Mortgage records did not reflect my payments, Hence I called Mr. Cooper on 2 occasions during the month of XXXX. I was informed that the corrections would be made on the next statement.
Corrections were never made, I was submitted to an escrow account during the summer of XXXX, Meanwhile, I continued paying {$720.00} until the month of XX/XX/XXXX!
During the last and the Month of XXXX, I spoke with Mr. Cooper concerning a letter about insurance being escrowed. It didn't seem fair that I had to escrowed when the account was paid in full.
In Sum, Mr. Cooper knocked on my door to start foreclosure procedures, I imagine.
XXXX XXXX XXXX In any event, I spoke with the escrow department and thought it would be to my best interest to straighten this mess out! At the time, I was trying to refinance my home and was rejected by XXXX XXXX XXXX, that receives my payment on a monthly basis.
I spoke with the young lady to explain the delayed letter which did not account for the fact that I payed over $ XXXX on the XXXX of XXXX.
The purpose of this call was to explain the unjust late fee 's, penalties, and possible damage to credit report due to an 'delinquent account ' As we speak the account has been brought up to date!
{$850.00} for XXXX.
{$850.00} for XXXX.
{$850.00} for XXXX.
subtract {$720.00} credited because full escrow payment was not met.
{$25.00} dollars was added in penalties due to a stop check I implemented when I was informed that I had to be escrowed due to the fact I was late on payment during the previous year.
It just didn't make sense, it felt like I was being charged twice, so I kept at it!
A three way conversation between myself, Mr. Cooper, and XXXX ( Home Insurance Provider ) was enacted on the XXXX of XXXX which confirmed my thoughts : Mr. Cooper should have forwarded XXXX, $ XXXX once they decided to escrow my account.
Hence, I was deprived of $ XXXX during the months of XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, and XXXX.
Now they quadrupled my Insurance and I ended up being accountable for $ XXXX for the months of XXXX, XXXX, and XXXX!
If the procedure would have went through the proper channels, I would have have received $ XXXX from my Insurance Co. way back in XXXX!!!!!!!
Instead, I should be receiving a check within the next two weeks, hopefully before my next escrow payment of x number of dollars.
The above was meant to be in chronological format, to show Mr. Coopers negligence by not forwarding the {$1.00} to the Insurance Co., which in return would have forwarded me the funds that I'm waiting on this very minute!
Any further questions don't hesitate to contact me!
Thanks In Advance!
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02/03/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My loan was transferred to Mr. Cooper in XXXX XXXX XXXX. Since I have been with them I have had several issues that I have had to call and get corrected. The issue that I am reporting today is concerning my escrow and tax payments.
On XX/XX/2022, I called Mr. Cooper and informed them that I had received my supplemental tax bills and requested that they paid them out of my escrow since I had been paying estimated taxes into my escrow for this event. They informed me that they don't normally pay supplemental taxes. I told them that was fine but I would need for them to send me a refund from my escrow for the estimated taxes that I had been paying. They placed me on hold and came back and told me that they would pay them. They asked that I send over my supplemental tax bills. I advised them that the first installment was due by XX/XX/XXXX and they advised me that it wouldn't be a problem since it was still early XXXX. They told me that they would process the payment as soon as they received my tax bill. I emailed the copies of the tax statements them on XX/XX/2022.
In XXXX, I received a notification that one of my supplemental tax bills had not been paid and was assessed a {$97.00} penalty. I immediately called Mr. Cooper and went over the issue with them. The representative apologized and told me that she did see where they agreed to pay my supplemental taxes out of my escrow and she would get it taken care of. She also told me that since it was their error, Mr. Cooper would pay the penalty.
I received a phone call from Mr. Cooper about a week later in regards to my issue. Once I logged into my account, I found that the amount that they paid out of my escrow didn't match the amount that was on the supplemental tax bill that hadn't been paid. The representative told me that she only had access to the amount that they paid and couldn't see details to explain why they paid that amount. Since the payment had just processed a day before, I told her that I would follow up with the County Assessors office the following week to see if I could get an explanation. Once I followed up, the County Assessors office determined that Mr. Cooper had paid the full amount of the delinquent supplemental tax bill along with the penalty which is why the amount didn't add up to what was showing on the tax bill.
I then contacted Mr. Cooper back to get the {$97.00} penalty amount resolved. Although I was told they would take care of the penalty, they refused to refund me that amount.
I don't feel like I should be penalized for them not making the payments as agreed and I want {$97.00} refunded back to me.
The representative at Mr. Cooper 's position is that they don't pay supplemental taxes so even though they paid it late, it is not their responsibility to pay the penalty.
My position is that they should be responsible for the penalty because they were notified and agreed well before the bill was due and had they honored their agreement, I would not have been assessed a late penalty.
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09/24/2020 |
Yes |
- Debt collection
- Mortgage debt
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- Took or threatened to take negative or legal action
- Seized or attempted to seize your property
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Web |
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On XX/XX/XXXX I received a letter from Mr. Cooper. Stating that they were trying to contact me see ( exhibit 1 ) - And on XX/XX/XXXX I received another letter that they were trying to get in touch with me.
On or about XX/XX/XXXX I talked to Mr. Cooper specialist by the name of XXXX XXXX.
On XX/XX/XXXX i received a notice from XXXX XXXX XXXX XXXX on behalf of Mr. Cooper.
Mr. Cooper claims XXXX rights in XX/XX/XXXX.
But still in XXXX Mr Cooper was created a Fraudulent assignment on XX/XX/XXXX Mr. Cooper claimed servicing rights of my mortgage created an assignment again dated XX/XX/XXXX.
Assignor : XXXX XXXX XXXX XXXX by his attorney in fact XXXX XXXX XXXX assignee XXXX XXXX XXXX XXXX XXXX XXXX, as trustee for residential accredited XXXX XXXX XXXX back asset backed pass-through certificates series XXXX - XXXX Please see Exhibit ( B ) The assignment was notarized and signed on XX/XX/XXXX when Mr. Cooper claimed to have servicing rights. On that notice they stated a debt in the amount of {$310000.00}.
They also stated the name of the creditor is XXXX. ( See Exhibit 3 ) Then on XX/XX/XXXX i received a letter from XXXX Hawaii stating the debt amount is {$420000.00}.
( See Exhibit 4 ) On XX/XX/XXXX I sent XXXX Hawaii a dispute letter via certified mail. XXXX received and signed for it on XX/XX/XXXX but they never responded.
( See Exhibit 5 ) On XX/XX/XXXX Mr. Cooper retain XXXX Hawaii to file a complaint for Declatory relief and mortgage foreclosure Without any legal standing nor any rights to collect payment. Now I received a letter dated XX/XX/XXXX that Mr. Cooper is transferring the servicing rights to XXXX XXXX XXXX servicing affective XX/XX/XXXX.
See ( Exhibit 7 ) On XX/XX/XXXX I received a statement from Mr. Cooper stating the loan is delinquent 2818 days. And its past due since XX/XX/XXXX and you have not yet made a full contractual payment with Mr. Cooper. I never made any payment to Mr. Cooper Mr. Cooper had no legal rights to collect.
Mr. Cooper deliberately made up fraudulent assignments. Mr. Cooper. also had XXXX loan servicing make up fraudulent assignments in XXXX to try to create legal standings.
It is a federal crime to create fraudulent assignments of mortgages and try to record these assignments in the state of Hawaii land court system.
Nationstar is fraudulently trying to create a real estate mortgage backed security and now theyve assigned it to XXXX.
I believe its a federal crime to fraudulently create mortgage or real estate mortgage backed securities when it never took place.
Mr. Cooper fraudulently tried to assign my mortgage to XXXX XXXX with no legal rights.
I would highly recommend the consumer financial protection bureau to investigate Mr. Coopers fraudulent activity for creating fraudulent mortgage backed security assignments to be recorded in the state of Hawaii Land Court.
It is unlawful for companies like Mr. Cooper to flood our bureau of conveyance in the United States with falsified fraudulent documents.
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05/03/2023 |
Yes |
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- Trouble during payment process
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Web |
Older American, Servicemember |
I contacted Mr. Cooper servicer of my mortgage for XXXX XXXX to inform them I would be 2 weeks late due to an emergency. They acted very concerned and offered me a forbearance which had to be for 3 months minimum and assured me there would be no fees, no penalties, negative credit reporting and I would have the choice to either pay the full amount in forbearance at the completion of the period, pay monthly amounts to bring the account current or add the due balance to the end of the mortgage period which would be extended depending on the total. I accepted. Within 2 days they reported the mortgage delinquent and I received bi monthly fees for inspection of the property, despite the promises made and agreements with the government. When I researched the internet I found this is the standard abuse for which they have been sued and were penalized and there is a class action law suit in Maryland. When I called to close the forbearance and assume regular mortgage payments I was told I had to either pay in full or surrender the title, they would sell the house at below price to expedite closing and they would demand the balance from the V.A. I refused and reminded them of the promises which they deny were made. However, I recorded all 4 phone calls and they clearly demonstrate beyond doubt they made the promises without conditions. They asked me to send an application and 2 documents to apply for relief which I did. They then asked for clarification but then discovered they were going forward with Foreclosure while pretending to be reviewing a solution which violates the court order intered by the company with the federal and state government promising not to foreclose while pretending to be reviewing a solution. I told the agents by phone and in writing about the court agreement obligating them to act in good faith but they just ignored it and said there is no prohibition.
I have repeatedly requested they comply with the promises made and recorded but they ignore and say they never make such promises, just general comments. However, a lawyer, a retired judge and a retired prosecutor who listened to the 4 recordings say there is nothing ambiguous and the statements are clear and unequivocal. They also noticed the agent starting recording when she read the statements telling me they were offering me the forbearance, that I would get a letter in the mail. I recorded from the first hello to the last goodby because they advise callers the call will be recorded which gives me the legal right to do the same. I wonder the intention behind recording what is good for them and not what they promise customers.
The number of demands, legal action and complaints make me wonder how such company can still be in business.
I will also contact the Attorney General of Florida since they are part of the lawsuit which produced the consent agreement. I am also looking for lawyers to help pro bono and file a class action since I understand there are other homeowners in the same situation,
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02/04/2021 |
Yes |
- Debt collection
- Mortgage debt
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- Took or threatened to take negative or legal action
- Seized or attempted to seize your property
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Web |
Servicemember |
Shortly after acquiring our mortgage account in XX/XX/2019, NationStar/Mr. Cooper started calling me via telephone and having their representatives visit our home regarding our mortgage account prior to XXXX and after XXXX on any given day Sunday through Saturday. For several months, I repeatedly asked NationStar/Mr. Cooper to stop the telephone calls and home visits. Around XX/XX/2019, NationStar/Mr. Cooper stopped calling me, but the home visits from their representatives continued, and they stopped providing us monthly mortgage statements. Around the same time, NationStar/Mr. Cooper continued their attempts to collect debt not owed through their representatives, they began negatively reporting mortgage information and mortgage payments, they began making false statements and false representations in attempts to collect wrong mortgage payments, they increased our mortgage monthly payments, they began sharing improper information regarding our mortgage account, they threatened to contact local court officials in our state to share information with them that would force us into an unagreed upon settlement agreement ; wherein, we ( and all our heirs ) would be prohibited now and forever from filing claims and making complaints against NationStar/Mr. Cooper and any other names under which they " do business as '' to any state/federal agencies or otherwise ; thereby, disclosing what has and is happening to us. They have also threatened to initiate foreclosure proceedings, to seize our property, and personally sue us in further attempts to collect un-owed debt they have created as debt through their inappropriate and unlawful loan servicing practices and to further damage us through negative credit reporting unless we pay the ever-increasing debt they request to be paid. To support their efforts in the aforementioned, NationStar/Mr. Cooper has utilized a check one-time payment for multiple unauthorized electronic payment processing ( ACH check payment, electronic payment, and autopay charge ) within the same month with created a overdraft of our bank account by several thousands of dollars ; at which time NationStar/Mr. Cooper placed a " dishonored check fee '' and insufficient fees/charges on our mortgage account. A payment intended for one month was unauthorizedly processed multiple times. NationStar/Mr. Cooper deliberately provides multiple incorrect mailing addresses for sending monthly mortgage payments and when mortgage payments are mailed, NationStar/Mr. Cooper is deliberately holding payments days/weeks after receipt ; all for the purpose of delaying payment credits to our mortgage account so that late fees, and other charges can be charged to our mortgage account. Those fees and charges accrue interests daily and accrue compounded interest every 30 days. The loan servicing practices of NationStar/Mr. Cooper has and continues to create debt that would otherwise not exist. To date, NationStar/Mr. Cooper is requesting approximately {$10000.00} in un-owed debt.
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09/06/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Mr. Cooper never answered these questions. The Consumer Financial Protection Bureau ( CFPB ) has noted, in its Official Interpretations of this provision, that a QWR is not required to include both types of requests. For example, a qualified written request may request information relating to the servicing of a mortgage loan but not assert that an error relating to the servicing of a loan has occurred. See 12 C.F.R. Part 1024, Supp. I, 1024.31. Even if the note had been originally valid, you can void it by altering it. If you and the debtor renegotiate the terms and sign off on the changes, that's fine ; if you make a change without the debtor 's approval, it's not going to fly. If you bought the note from someone else and it was altered or void before you took ownership too bad. The fact that you purchased the note in good faith won't make it valid. MR. COOPER XXXX XXXX XXXX XXXX, TX XXXX Dear Mr. Cooper, Regarding the letter I sent you dated XX/XX/2019 via Certified U.S. Mail # XXXX, the letter titled QUALIFIED WRITTEN REQUEST, COMPLAINT, DISPUTE OF DEBT AND VALIDATION OF DEBT LETTER, TILA REQUEST. The letter was received and signed for by your representative on XX/XX/2019. ( See U.S. Postal Receipt below ) On XX/XX/2019 your company received a 14-page Official letter from Property Owner XXXX XXXX XXXX. In part that letter read, I hereby demand absolute 1st hand evidence from you of the original uncertificated or certificated security regarding account # XXXX. Do you now claim, that your company ( doing business as Mr. Cooper ), has answered all the requested documents demanded in the letter that you acknowledge receiving on XX/XX/2019, and that you completely and honestly responded in full, and you declare under penalty of perjury that you answers all my questions truthfully and you have supporting documentation for your claims? Please answer Yes or No, did you respond to this QWR? If not, Why? On the Color Copy of what you claim is the Original Promissory Note, there is a yellow area right of the alleged Bank Stamp which is unexplained and appears to be a Post note or similar item? Please explain what that is in detail? Please explain why the Promissory Note signature page on the item you claim is the Original is missing a big X from the original copy I have from the original signing and now there is a alleged stamp signed by an alleged person who is alleged to be affiliated with a bank company? I am demanding, and expecting, that your company does not report any negative comments or missed payments to any Credit Reporting Companies as you have Failed to prove the Authenticity of your Security. Please provide me with the documents I have requested and a detailed answer to each of my questions within the lawful time frame. Upon receipt of the documents and answers, an exam and audit will be conducted that may lead to a further document request and answers to questions under an additional RESPA Qualified Written Request letter. Sincerely, XXXX XXXX XXXX
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06/11/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Servicemember |
I am at a critical point of our home ownership. I have in good faith tried to negotiate a modification for the life of my loan that is fair to the investors, servicer, and my family of XXXX.
I do understand that the bank does not have to offer or even extend any modification terms. I am not looking for handouts and we are fully aware of the moral hazard implications do not want to contribute to it.
I have utilized both chapter XXXX and chapter XXXX bankruptcy filings to place my family in a financial position to afford the mortgage, and to avoid foreclosure I have reduced and cut expenses in every way possible. I have utilized every legal remedy to save our home.
We have been told, by HUD agencies and credit counselors, that our front and rear end ratios regarding our income is sufficient to receive an affordable modification, however, the investor group has rejected every viable option to receive a life of the loan, affordable mortgage solution to date.
On Wednesday, XX/XX/2019, if no resolution is in place by that time, our home will be sold.
I have exhausted efforts to achieve an affordable mortgage, because the investors ( XXXX XXXX XXXX XXXX As Trustee For XXXX XXXX XXXX XXXX XXXX, Mortgage Pass-Through Certificates Series XXXX ( Mr Cooper Loan Number : XXXX ), to date, have denied any affordable mortgage for the life of the loan, because they have only extended payment plans that have been temporary and offered no long term solution.
If given the chance for a fair solution, we will be able to sustain mortgage payments for the life of the loan. I am now at the mercy of the servicer, the investors, and any efforts your office can extend at this point. I pray that the investor team will have compassion and really work to help us maintain our home with a proprietary mortgage modification solution that is long term, affordable for all the stakeholders to include the investor and servicer. Please help, as this will be my last opportunity to keep our home. I hope a final effort can be made for a modification on behalf of my family and our family of XXXX is not displaced.
Our primary goal is, and has always been, to maintain our home and not displace my family. I realize this is an uphill battle, but I will not be able to be at peace if I do not try to use every possible option until the options have been exhausted for a modification that is for the life of the loan.
This issue has created tremendous anxiety and uncertainty, and I have the tremendous weight of this burden to ensure the stability of my family. I feel things are starting to cave in around me now.
If you can make a final attempt for a modification on my behalf, I would like to pursue the optionit is at least worth the effort.
Please know that all of your efforts and attempts will be greatly appreciated and your advocacy will never be forgotten Please advise.
Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX CA XXXX ( XXXX ) XXXX XXXX Mr. Cooper Mortgage Account # XXXX XXXX ID # XXXX
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12/29/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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I started to refinance in XXXX from Mr Cooper former Nationstar and I singed disclosure on XX/XX/XXXX. Loan officer XXXX XXXX said I was approved on XX/XX/XXXX. Then processor XXXX XXXX took over and started to request the bank statements, mortgage statements and insurance declaration and HOA statements all over again and I provided them again. Then she requested many other items one by one without end. I sent numerous emails and made phone calls and she never responded.
So I complained to XXXX her supervisor and requested to provide list of items she needs all at once. She still did not do that. I continued to provide what she requested for 2 months and she often required what I provided again. XXXX XXXX said if I pay off my credit debt, XXXX will set up closing on XX/XX/XXXX. I did and sent receipt. Then XXXX came up with another issue of XXXX Interpretation business which I never did. I explained. Then she said my XXXX XXXX XXXX is delinquent and I renewed. After all I provided everything they requested and it was Mr Cooper which took time, they said they can not close the loan.
Then I told them I would report to CFPB and FTC if they do not close the loan. Then XXXX XXXX sent email and said they would reinstate if I provide XXXX statements for my two properties. XXXX XXXX XXXX XXXX XXXX WA and XXXX XXXX XXXX XXXX WA properties. I still do not know why they requested XXXX statements again although I already provided XXXX and XXXX statements. I provided XXXX statement as soon as I started the loan. I provided XXXX statements on XXXX.
But they sent online decline on XXXX after I did everything they requested for 4 months. They checked the reason the company declined was due to my credit. The credit was checked on XX/XX/XXXX and my mid credit score was XXXX. XXXX XXXX knew my credit from the beginning and started to do the loan and more than once he said my loan was approved. I also refinanced 3 other properties recently. So this can not be the reason. If it had, he should have declined on XX/XX/XXXX and he should have not wasted my time and employees of the company time. This is truly unacceptable business practice. For 4 months I worked so hard to provided items over and over again. There are all email trails that show how poor, inefficient and careless their services were and how they neglect and ignore their customers.
As a realtor and an investor, I did many loans and helped my numerous clients in getting loans and I also refinanced 3 other loans recently but have never experienced such poor business practice as Mr Cooper does. It feels like they are playing with customers. I googled and found complaints from many other customers and some said Mr Cooper was the worst company they had. I feel and think something must be done to stop such unfair and bad and poor business practice so that other people do not go through what I and other clients did.
Some companies are too big and they don't care and I think Mr Cooper is one of them.
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02/13/2020 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
Mr Cooper 's tax and escrow departments have horrible customer service. This began with several missteps in their tax department and now followed with their escrow department withholding monies that are rightfully mine. I am a XXXX veteran ( XXXX XXXX XXXX XXXX ) and entitled to tax exempt status for all of my personal property taxes, most specifically on my home. My county tax department sent a tax bill in error to mr cooper in the amount of {$2100.00} in XX/XX/XXXX. I discovered this and notified mr cooper 's tax department that this was an error. Specifically I reminded them of my tax exemption which was already in place on this VA Loan. I sent an email to mr cooper 's tax department on XX/XX/XXXX and included copies of 1 ) my tax exemption from the SC Department of Revenue 2 ) a NEW county tax bill in the amount of {$60.00} ( this is my only tax liability which is a local fire tax ) and 3 ) my letter from the VA stating that I'm a XXXX veteran, XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX and tax exempt from two autos and my home. I also followed up with them numerous times and each time they assured me that it will be taken care of. However, mr cooper paid the erroneous tax bill in the amount of {$2100.00} on XX/XX/XXXX. In doing so, it created a negative balance in my escrow account and they sent me a bill to increase my mortgage payment from {$920.00} to an adjusted payment of {$1200.00} due on XX/XX/XXXX. I went to XXXXy county treasurer and was told to call mr cooper tax department and give the the name and tel number of an individual in the treasurer 's office. this way mr cooper could verify that they 1 ) overpaid my tax liability by paying property taxes and 2 ) to confirm that a refund would be sent to them. I did this and mr cooper changed my mortgage payment due on XX/XX/XXXX to {$940.00}, which i paid. mr cooper received the refund from my county treasurer the end of XXXX. in the interim, i refinanced my loan with XXXX XXXX. XXXX XXXX secured a payoff amount from mr cooper in the amount of {$170000.00} which included the {$1600.00} escrow shortage. Mr cooper received these funds on XX/XX/XXXX. I called to verify that and was told my loan was transferred to freedom mortgage and that mr cooper transferred funds to payoff the loan with them on XX/XX/XXXX. I called today and spoke with my contact with mr cooper, XXXX and he told me I was only getting back {$500.00} and that the {$1600.00} was a shortage and their money. I have documentation of how much loan depot paid to mr cooper, again it included the {$1600.00} escrow shortage but get nowhere with mr cooper, specifically XXXX nor his supervisor. This is all of mr cooper 's making from overpaying the tax liability ( when they had documentation in their offices for almost 5 weeks stating otherwise ) to keeping the escrow shortage of {$1600.00} that was paid off by loan depot when i refinanced. I feel that XXXX with mr cooper is doing something fraudulently with my money. Please help
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02/04/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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I am tired of the run around from Mr. Cooper in trying to come out of forbearance ( via the CARES Act ) which has been ongoing now for the last 8-9 months. Where to begin? I was told up front I'd be able to enter a deferral plan upon exiting forbearance only to be told other-wise. I then subsequently wasted MONTHS on 2 loan modification requests which were both denied.
Now there has been mis-representation on who actually owns my Note which has led me to believe there are greater mechanisms occurring in an attempt to foreclose on my home. Per the attachment, after asking several times, Mr. Cooper informed me that Federal Home Loan Mortgage XXXX XXXX XXXX ) holds my mortgage Note. However, I spoke to XXXX XXXX on XX/XX/XXXX and they told me that they DO NOT OWN MY MORTGAGE NOTE AND HAVENT SINCE XX/XX/XXXX. You can call XXXX ; ( then select Option # 1 ) to verify this information.
This therefore begs the question : Why would Mr. Cooper send me a letter fraudulently stating otherwise? ( again, defer to attached ) MR. COOPER NEEDS TO ADVISE ME WHO OWNS MY LOAN NOTE IMMEDIATELY ALONG WITH THEIR CONTACT INFORMATION OR I WILL HAVE NO CHOICE BUT TO PURUSE LEGAL ACTION ON THIS MATTER DUE TO THE FOLLOWING REASONS : 1 ) Mis-representing the owner of my Note ( for YEARS ) as being XXXX XXXX XXXX
2 ) Not allowing me a deferral option post-forbearance after being told otherwise up front. All Im repeatedly told is Deferral is not allowed. '' SAYS WHO???? I would like to hear it directly from this mysterious owner and/or investor of my Note.
3 ) Not allowing me to take a loan modification either : I was asked UP FRONT if Id accept a higher payment for the 2nd loan modification request. After saying Yes and then waiting for 5-6 months, I was told my loan modification request was denied because the payment couldnt be LOWERED. Really?? Why ask me then if Im ok with a higher payment up front if it was already known raising the payment wasnt even an option for a loan modification? I was never advised by any of the many representatives I spoke to for either of my loan modification requests, that approval was based on the presumption of a lower monthly payment.
4 ) The imposter investor named XXXX? Last time I called, I was told by the representative XXXX was the investor holding my Note whom allegedly does not allow deferral options. Interestingly, I can not find any company by that name.
I AM TIRED OF THE LIES, MIS-INFORMATION AND RUN AROUND. I AM READY AND ABLE TO RESUME MY MORTGAGE PAYMENTS BUT MR. COOPER HAS MADE IT IMPOSSIBLE IN MY MANY ATTEMPTS TO DO SO AFTER MIS-LEADING ME UP FRONT.
I feel that at this point, due to all of the mis-information, confusion and their unwillingness to offer any asisstance except to tell me verbatim " Sell your house '' or " Get a 2nd job '' that I have no recourse but to pursue legal remediation. I am beyond exasparated at this point as to how things have gone thus far and hence, the reason I am filing this complaint.
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10/21/2019 |
Yes |
- Debt collection
- Mortgage debt
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- Took or threatened to take negative or legal action
- Seized or attempted to seize your property
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|
Web |
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Nationstar Mortgage, LLC filed a claim against my spouse & Myself on XX/XX/XXXX without the proper authority or standing. Nationstar Mortgage has stated that XXXX XXXX is the owner of the mortgage and the note. Nationstar Mortgage, LLC has filed misleading and falsified documents in the land records of XXXX County Florida. Nationstar did not pay value for the mortgage or the note and is not the owner of the debt and did not have the authority to bring suit against us.Defendants challenge the assignments based on the following information : There is an assignment from party A ( XXXX XXXX ) to party B ( XXXX XXXX XXXX XXXX , XXXX ) and this assignment was recorded in the XXXX County land records XX/XX/XXXX. This would have established ownership was transferred from Party A, XXXX XXXX , XXXX to Party B, XXXX XXXX XXXX XXXX , XXXX. On the same day Party B ( XXXX XXXX XXXX XXXX , XXXX ) executed an assignment to Party C ( Government National Mortgage Association ), which was not recorded but was executed and contains the Corporate seal, two witness signatures and a notary stamp. This would establish ownership transfer from party B, XXXX XXXX XXXX XXXX , XXXX to party C, Government National Mortgage Association. On XX/XX/XXXX, an assignment of mortgage was recorded in the XXXX County land records by Party F, XXXX XXXX XXXX ( who had no legal ownership or right to record the assignment, as Party F was not the owner of the mortgage ) showing an assignment of mortgage from Party D, XXXX XXXX XXXX, XXXX f/k/a XXXX XXXX XXXX XXXX , XXXX to Party E, which was allegedly executed XX/XX/XXXX. Party B, also known as party D gave up the legal ownership of the mortgage when party B executed an assignment of mortgage to Party C in XXXX. In XXXX, when Nationstar Mortgage, LLC brought claim against the defendants, Party E a/k/a Mortgage Electronic Registration Systems , Inc allegedly recorded an assignment from Party E, Mortgage Electronic Registration Systems , Inc to Party H, Nationstar Mortgage, LLC. Party E, Mortgage Electronic Registration Systems , Inc can not legally record an assignment of mortgage, as neither party E or B or C owned the mortgage at the time of execution and recordation of ANY assignment. XXXX XXXX is party G, who Nationstar Mortgage, LLC claims is the owner of the loan. XXXX XXXX, party G, is not on any assignment or recorded document.
The original mortgage is from XXXX. The original mortgage amount was for {$40000.00}. Nationstar Mortgage, LLC has kept me in court for 3 years and ran up {$30000.00} in attorney fees for a {$19000.00} principal balance. Nationstar Mortgage forced the sale of my home and won with a " credit bid ''. This is fraud and theft and unjust enrichment. Nationstar Mortgage, LLC holds no equity in the XXXX mortgage or note. If XXXX XXXX owns the mortgage and the note, why was the certificate of sale issued in Nationstar Mortgage, LLC name? Nationstar Mortgage, LLC d/b/a Mr. Cooper is a thief and a fraudster.
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03/10/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
BEWARE of this TERRIBLE mortgage company with EXTREMELY poor customer service. It is impossible to get anything resolved by a human, let alone a series of emails with proof to their various departments. They do not care about customers or try to help them once they are unknowingly stuck with them. Unfortunately, our mortgage was transferred to them by XXXX XXXX and we did not have a choice. We have been homeowners for over 40 years, have excellent credit ratings, always pay our bills on time, and since XXXX XXXX sold our loan to Mr. Cooper we have experienced nothing but problems. They are intentionally holding our money hostage, probably to collect interest on it and to have the audacity to charge us late fees. The first loan payment was paid almost 2 months ago and they have no record of it. We paid this loan payment to XXXX XXXX as we were instructed to do, and it was wired to mrcooper.com 2 days later. XXXX XXXX XXXX debited our account on the same day. Mr. Cooper has had the money all of this time and can not find it. We provided proof to Mr. Cooper three times via email and wire tracking numbers, but guess what? They have no record of the payment! How is this even possible? I set up automatic payments for the following months when I was able to do so ( after much trouble ), but the auto payment information has mysteriously disappeared and now we are two months past due. XXXX XXXX is having problems with this company as well, because this has been happening frequently with refinance customers like ourselves. Why in the world do they use Mr. Cooper to sell their loans to? This was supposed to be an exciting time for us, our final home loan ( are in our 60s ), enabling us to stay in our home of 20 years without having to downsize. This has caused us so much stress, not to mention hours of precious time, and with no resolution in sight. From reading all of the negative reviews, it looks like were in for a long and painful ride with this unscrupulous company.. After numerous phone calls trying to get this resolved, the last customer service rep told me that the reason for the name change was because of the horrible reputation they had under the old name and that they were trying to do better. Ha! I have been reading horror stories about suddenly inflated or missing escrow payments for no reason, unjust late fees, and hidden fees not disclosed to the customer in their statements. I hope that with all of these burned customers we can come together in a class action law suit against Mr. Cooper so that we can sue them for illegal practices. I intend to file every complaint that I can, warn as many people as I can, and fight this company until I get this resolved. It is a shame that what was supposed to be a happy decision to refinance our beloved home in order to live out our final days here has turned into this nightmare. Shame on them. There has to be a way to get out from under them ... they shouldnt be allowed to do this to people.
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08/17/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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Our mortgage loan is delinquent due to economic hardship caused by the XXXX pandemic. I have tried to resolve this matter with first XXXX XXXX and recently Mr. Cooper for over one year and have run into brick walls as they have refused to play by the rules or provide me with access to assistance programs. Our hardship is resolved, my husband and I are both back working full time and we are able to make our regular payment, the issue is the past due payments that are continuing to accrue and push me into foreclosure. Our loan is close to being paid off ( only owe about $ XXXX ) and the obstruction by Mr. Cooper is unethical. Instead of working with us as required they are trying to steal our home.
We bought our home nearly 30 years ago and our mortgage was with XXXX XXXX for most of that time. We paid our monthly payment of {$400.00} on time for decades. In XXXX my husband was in a bad car accident and out of work for close to one year. Unfortunately this caused us to miss some of our mortgage payments, but we resumed making regular payments and XXXX XXXX accepted them. In XXXX things took a turn for the worse due to XXXX. My husband lost his job and my hours were cut and we could not make the monthly payment to XXXX XXXX. I talked to XXXX XXXX agents and told them that the reason we missed payments was because my husband lost his job due to XXXX and my hours were cut. Wells agents told me that we were too far behind to be considered for any type of help and that Wells would no longer accept single monthly payments, we had to pay all past due funds in one lump sum. We could not do that and not long after that the loan transferred to Mr. Cooper. When we spoke to their agents they said there were no homeowner assistance options available and that we had to come up with the full past due balance of {$7000.00}. About a month later we got a letter from an Attorney for Mr. Cooper and we called in to see if we could apply for help since we had paid the mortgage on time for 25 plus years and our delinquency was mostly due to XXXX. The agent said no help available and now we owe {$14000.00} instead of {$7000.00}. How did the past due amount double in the space of a couple of months? We need Mr. Cooper to provide us with a full payment ledger and accounting of all payments made towards principal and interest, all legal fees, late fees, escrow and also " junk '' fees that Mr. Cooper has added to our balance.
Our home is close to being paid off, then we were blindsided by a once in a lifetime pandemic and it affected our income. I have worked as a court clerk for the county for 20 plus years, and XXXX is working full time as a XXXX. We have the ability to pay our mortgage and our hardship is resolved. Our only problem is the company that holds our mortgage loan that tells us " we do not offer any solutions to help homeowners who are struggling financially due to XXXX related loss of income, even if the mortgage loan is almost paid off ''.
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04/17/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Failed to apply a {$940.00} check to my account they received and cashed when my mortgage loan was transferred to Mr. Cooper from XXXX XXXX XXXX.
XX/XX/XXXX of XXXX XXXX XXXX XXXX had a bulk check for {$320000.00} ( check no XXXX ) delivered to Mr. Cooper via XXXX ( tracking no XXXX ). A Ms. XXXX XXXX signed for the check. Within those funds was {$940.00} that should have been applied to my loan number ***********. The check was cashed on XX/XX/XXXX. I was told by multiple Mr. Cooper representatives on recorded lines that 1 ) they did not receive this payment from XXXX XXXX XXXX 2 ) I need to contact XXXX XXXX XXXX in regards to the payment that was never transferred 3 ) if they did not receive the payment within 60 days of the Notice of Transfer my credit could be negatively effected.
I was still receiving a statements showing a double payment being due. I called Mr. Cooper again to verify that they had still not received the payment and that they are positive that they have not received the payment and that I still need to contact XXXX XXXX XXXX to track down the missing payment but that I need to make the double payment in the meantime to ensure my credit isn't effected. As directed I made two payments processed by my credit union XXXX XXXX XXXX XXXX XXXX on XX/XX/XXXX. I proceeded to call XXXX XXXX XXXX insisting that they had not transferred the payment to Mr. Cooper. I went through several supervisors, and had to have my credit union track down the Ipay proof of payment, the credit trace number, and a letter from my credit union and continue to follow up with several supervisors and emails 7 separate emails through their online portal only to find out that it was transferred to Mr. Cooper 5 months ago and Mr. Cooper simply failed to apply to payment to my account and then failed to realize that it was their mistake and then lead me down a 4 month rabbit hole leading me right back to them.
On XX/XX/XXXX I connected a Mr. Cooper representative with a supervisor at XXXX XXXX XXXX to make sure this situation would be resolved expediently. XXXX XXXX XXXX provided all of the information I stated above and faxed a spreadsheet with a breakdown of the mortgage numbers and amounts distributed to Mr. Cooper on the above referred bulk check to Mr. Coopers research department. I called Mr. Cooper today to follow up. I was informed that their research department needs more documentation. I checked my email and it shows an email that 1 ) can not be opened 2 ) the link has expired in the email and 3 ) the email that I received the notice from is deactivated.
I proceeded to email Mr. Cooper two more times at the XXXX email I was given by a representative. I have not received any useful communication from Mr. Cooper and more importantly the {$940.00} has not been applied to my account or alternatively they have not mailed me a check for {$940.00} to reimburse for the double payment I had to make to cover their error and protect my credit.
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09/27/2021 |
Yes |
- Mortgage
- Other type of mortgage
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- Struggling to pay mortgage
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Web |
Older American |
Mr. Cooper/ XXXX XXXX is who we have our home thru. We have struggled with payments. My husband has now had XXXX XXXX and I XXXX XXXX XXXX in XXXX of this year. We had planned on coming off of that forbearance then... we didn't know then what was ahead of us. It would have been the same thing as told to us now back in XXXX of XXXX. We had managed to be get our payments caught up minus 700 etc. In XXXX So when I called that day to pay that bill they offered us the forbearance. Telling us it was help that was offered for people like us and that would get us over the hump. Not one time was it mention that if we didn't pay the XXXX that we couldn't refinance when we come off of the forbearance. Are put the money we owed at the end. All of this was mention that things we would do when we first started the forbearance. We or myself was glad to pay XXXX cause we had struggled and made it. We never knew that we weren't going to be able to keep our home. I think it was the XXXX or in the time frame that I called Mr.Cooper to tell them we were ready to come off of the forbearance. Then on the XXXX a man called and told us they couldn't help us with a modification cause we had use it up in the past an we couldn't refinance cause we were behind when we started the forbearance. They weren't able to help us at all. The best thing I could do was to pay the behind amount .... 12,000 or at least 10,000 ... or do a short sale on our home. The first man was really smart to me and he enjoyed telling me we were losing our home. Ten I called later that night and spoke to another man same thing I am sorry there is nothing we can do to help you.. I don't have XXXX or no way to get it. I said we had the money to pay and we were told we didn't need to. The girl said we didn't have to cause we were doing the forbearance. I was happy cause we could get help. Now they says if we don't pay our behind amount we lose it to foreclosure in about 2 months and 3 weeks. I had called and tried everything I can possibly do to save out home. I even called XXXX XXXX and nothing there to help us. I offer to pay them XXXX towards our behind money but they said no. I am XXXX and my husband is XXXX we don't won't to lose our home. We have pets. We love our pets. We don't don't know what to do about getting a new mortgage or refinancing our home. I have asked my son to buy it so we can keep it. It was wrong to ask for the forbearance. We loss our other home to a fire. We bought this one afterwards. I am XXXX and I am working part time to help us. It hard to work cause of my hip. No matter what I try and do Mr.Cooper refuses to help us ... and never will XXXX XXXX. I have since learned that Mr. Cooper has stole other people 's homes. It's not right. If they had said go ahead and pay that XXXX then I would have and I would have my house refinanced now or that is what they have lead me to believe. I am scared, beeen a rough week worrying about losing our home. Thanks XXXX XXXX
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08/16/2021 |
Yes |
- Debt collection
- Mortgage debt
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- False statements or representation
- Attempted to collect wrong amount
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Web |
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My mortgage loan was transferred/sold from XXXX to Mr. Cooper on XX/XX/2021. I was attempting to pay the loan off completely in XXXX of 2021 to avoid having to deal with the new loan servicer.
Mr. Cooper is showing an unpaid principal balance of {$55.00}, XXXX. I have sent them multiple documents as proof of an unpaid balance of {$0.00}.
I have provided all of these documents to Mr. Cooper.
Please find attached : XXXX and XXXX bank Statements showing payments to XXXX to pay off the loan. ( Attachments 1 and 2 ) A Payoff Statement from XXXX dated XXXX in the amount of {$200.00} and an unpaid principal balance of {$0.00}. ( Attachment 3 ) A XXXX Monthly Statement from XXXX showing large payments in XXXX and an unpaid loan balance of {$0.00}. ( Attachment # 4 ) A XXXX Monthly Statement ( dated XX/XX/2021 ) from Mr. Cooper indicating an unpaid principal balance of {$55.00}, XXXX. ( Attachment # 5 ) Log of some of the many calls/emails to Mr. Cooper to resolve this.
XX/XX/XXXX, XXXXReceived a digital payoff statement from Mr. Cooper ( Attachment # 7 ) and a Digital XXXX Monthly Statement XXXX Attachment # XXXX ) XX/XX/XXXX, 2021-Called and left a message and sent an email to XXXX XXXX about the status of my balance.
XX/XX/XXXX, XXXXEmailed XXXX XXXX and the Research Incoming address for Mr. Cooper a copy of the payoff Statement and the XXXX Monthly statement from LoanCare.
XX/XX/XXXX, XXXX-Called and left a message for XXXX inquiring about the code change. XXXX called back and said the code change had nothing to do with the change to the unpaid balance amount.
XX/XX/XXXX, XXXX-According to a soft pull of my credit report, I do not have a debt to anyone for a mortgage. It appears to be paid off.
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XX/XX/XXXX, XXXX-Spoke to XXXX. She requested additional copies of the bank statements in PDF format. I emailed them to her. She also asked me to reach out to XXXX XXXX to inquire about the code being changed XX/XX/XXXX, XXXX-Made a third monthly payment for a loan that I was trying to payoff XX/XX/XXXX, XXXXFinally got connected to XXXX XXXX, Executive Resolutions Team and sent her pictures of bank statements showing off paying down the loan in XXXX and XXXX.
XXXX XXXX-Loan Balance changed from {$0.00} to $ XXXX ( Code was changed? XXXX XXXX XXXX XXXX XXXX Made 2 monthly payments for a loan with a {$0.00} balance to avoid late fees after getting a text from a debt collector XX/XX/XXXX, XXXX XXXX ( needed to change a code-thought they could pay off the balance from escrow ) XX/XX/XXXX, XXXX-Requested a payoff statement via email ( talked to different 2 reps ) one was never sent XXXX XXXX-Called Mr. Cooper multiple times inquiring about the status/balance of the transfer I am not really sure who is more to blame, LoanCare for not applying the payoff amount to the payoff balance ( they applied it to the escrow account ) or Mr. Cooper for not resolving the unpaid principal balance with all of the documentation that I sent them.
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02/15/2019 |
Yes |
- Mortgage
- Reverse mortgage
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- Trouble during payment process
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Web |
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I am writing to try and determine where and or with what specific party I can file complaint against a Reverse Mortgage company that is acting in a unprofessional manner. I am an heir to an Estate and trying to determine the price of the home in order to purchase it.
The Reverse Mortgage Company ( XXXX XXXX ) has been very evasive and constantly giving me varying information and I've never been able to speak to the same person twice. I've called in twenty ( 25 ) times and it's a different person every single time. They have caused me much distress, a lot of money and time and I'm still not getting any real information that can be counted on. There end goal is to foreclose on the home and treat me like I'm illiterate and XXXX. I want the game playing to stop and I've made it perfectly clear I am a ready, willing, able buyer of the property but I am being ignored constantly no matter how much information I provide them. Documents already provided to XXXX XXXX : Death Certificate, Funeral receipt payment by me, Last Will & Testament, Real Estate Contract to sell my home, as well as signed, notarized Disclaimer forms where my brother, sister, third party waive all rights to the property. Leaving me as the sole heir interested in purchasing the home. Lastly, I've also signed and sent in XXXX XXXX short sale form and supposedly a Ms. XXXX XXXX ( short sale mgr. ) is supposed to get in touch w/ me about the process & appraisal. My family 's entire life is on hold trying to resolve this issue and it has left us feeling abandoned, adrift, and without any professional avenue to resolve the issue.
Estate of XXXX XXXX XXXX ( birthdate : XX/XX/XXXX ) ( date of death : XX/XX/XXXX ) Home Address : XXXX XXXX XXXX XXXX, XXXX XXXX, FL XXXX XXXX XXXX XXXX # you said to not include that here XXXX XXXX Phone number : XXXX My father passed away on XX/XX/XXXX and XXXX XXXX XXXX ( reverse mortgage started w/ XXXX XXXX back in XX/XX/XXXX ) is giving me double talk and trying to run out the clock on me and I've now had ten ( 10 ) weeks of time pass without any proper answers. I've been paying all the bills on the home including Flood Insurance , Home Owners Insurance, Taxes on the home, Water, Sewage, Electric, Trash, Internet service and am living in the home to satisfy the request of the Mortgage Company that is refusing to cooperate in a professional manner. I can not get an independent HUD approved appraiser sent by XXXX XXXX after asking for two ( 2 ) months. I'd like to be able to purchase the home once a " Current Market Value " of the home is determined. The home is under water and a price needs to be negotiated in order to purchase the home. Why can't I get straight forward truthful information from XXXX XXXX? All of the reviews online about XXXX XXXX have been extremely bad and their behaviors no matter how bad have gone without oversight. That is why I'm reaching out for help ... " I'm a ready, willing, able heir & buyer being ignored ".
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05/23/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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First image mentions escrow advance of {$3700.00}. It is consistent with the first statement for XXXX.
The second image we see escrow shortage is {$9000.00}.
So why {$5300.00} extra? Second page adds up boxed numbers.
The {$3700.00} divided by {$150.00} ( escrow monthly payment ) works out to just over 6 months.
If I cut a check for {$9000.00} today, and used the shortage they state of {$3700.00} we would have {$5300.00} today.
To pay {$1800.00} and {$5200.00} in XXXX. They do state the new amount starts in XXXX. So there would be XXXX five months at {$740.00} adding {$3700.00}.
This totals {$8900.00} well in excess of the XXXX payments in XXXX of {$7100.00} = {$1800.00} But then 12 months for the XXXX payments there would be {$8900.00} collected to add to the {$1800.00} we get {$10000.00} for the annual bills now I understand these will go up. But they can and will raise the standard for that. Not the back payment. There is no estimate in the paid years. Only this year.
This is just 16 of 60 payments. What ugly balance will be have with 5 years of $ XXXX surplus annually?
Lenders are allowed by federal law to collect an extra two months of escrow payments as a cushion. The lender could receive extra throughout the year to make sure that the homeowner 's escrow account has enough money to cover these two bills.
We do see this number {$1100.00} in the escrow balance required in XXXX.
But the reason is $ XXXX in XXXX, this is the amount of all XXXX needs for tax and insurance, the entire back {$3700.00} and 4 payments of {$740.00}.
When they have the 2 month cushion escrow would be 100 % caught up with 56 extra payments of {$150.00} or {$8400.00} extra for no reason at all. And zero flexibility to make changes without extreme measures.
Im still 12 months ahead of the amortization. They want anther annual surplus.
edit But then 12 months for the XXXX payments there would be {$8900.00} collected to add to the {$1800.00} we get {$10000.00} for the annual bills now I understand these will go up. But they can and will raise the standard for that. Not the back payment. There is no estimate in the paid years. Only this year.
This is just 16 of 60 payments. What ugly balance will be have with 5 years of $ XXXX surplus annually?
I take this back the additional $ XXXX would have been paid in my rundown so the XXXX escrow would be {$7100.00} to add to the predicted XXXX balance that would exist with the {$8900.00} payment.
SO wed have {$8900.00} to pay what is {$7.00} last year.
It will be less for XXXX than it was.
XXXX {$290.00} of the property tax in XXXX was delinquent tenant water bills.
Description Amount Paid Due Gross Tax XXXX - - School Credit XXXX - - Submit Total XXXX - - First Dollar Credit XXXX - - Lottery Credit XXXX - - Net Tax XXXX XXXX XXXX Special Assessments XXXX XXXX XXXX Submit Special Charges XXXX XXXX XXXX Submit Delinquent Utility XXXX XXXX XXXX PrivateForest Crop XXXX XXXX XXXX
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05/02/2023 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Servicemember |
Mr. Cooper prevoiusly known as Nationstar has erroneously sent forclosure documentation to my property during the modication process of my loan in which payment can not be made. I was accepted to do a forbearance for one year after my active duty orders were cancelled due to covid. I still paid as much of the mortgage per month. I then submitted for a modification to put the owed balance into new monthly payments. This process began in XX/XX/XXXX. During the modification process, I have uploaded more than 50 documents per their request including bank statements, LES, GI XX/XX/XXXX, renters payments, lease agreements. I have been through underwriting six times but fail to complete due to expired documents. They fail to review the documents in time so they expire in which I reupload. They then asked for the last 30 days pay stubs which an LES is ONLY RELEASED ONE TIME A MONTH if you are in the XXXX XXXX as a XXXX. I have uploaded each pay stub and bank account statement since XXXX of XXXX. They then state they need the most recent which does not post in the time they review the documents which then expires by the time they review the document. I have received two erroneously attempted forclosure notices during the modication process. I have spoken to 15 representatives, including a senior manager who had worked on this for six months with no resolution. I have never defaulted in providing any documentation or written notices. I am a XXXX XXXX XXXX at a school of XXXXe in which I do not work. I am in the XXXX XXXX. They want to see income but I do NOT have taxable income outside of my drill pay as I am on XXXX and using XXXX XXXX. I can not pay during modification because the account is closed during the application process ; thus, them stating I am default. I have spend XXXX man hours on the phone, uploading documents, uploading tax information so I can pay my mortgage. I just want to PAY the mortgage. I have attempted to call, submitt written complaint and pay all of which has been denied. They state I have to pay the full balance but that is the reason we are in modication, so that they balance is split into new monthly payments. I wouldn't have submitted for modification if their staff couldn't complete the process. I have been in application and underwriting for six months which is affecting my credit. I believe this in an attempt to taken a XXXX XXXXXXXX loan property from a XXXX veteran that sits in a prime location in North Carolina. I only want to pay my mortgage but I can not as the account isn't open for partial payment during modification. I finally received a notice that I should speak to an attorney if I am represented by one at the exact time receiving documents that I have completed the documentation process for modification. How is it possible to receive a notice for debt while refinancing in modification while being protecting during the process, while the documents have expired, while stating I am complete?
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12/18/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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This complaint is a continuation of the complaints I've submitted this year to Mr Cooper, Seterus, XXXX and Fannie Mae regarding the problem caused by Seterus mortgage servicing from XX/XX/XXXX to current. Seterus is no longer operating, but the problem they caused is carried over by Mr Cooper.
I have made a number of verbal requests with no results so here is the latest update and documented proof, 1 ) The XXXX XXXX, attorneys representing XXXX, Fannie Mae and Seterus are bullying me, the homeowner. In their written communications, they make numerous false statements and threats including, " ... been in default since XXXX ... '' and " you have been non-responsive ''. The communication is so false, it is harassment. They claim in their letter they have tried to reach me. This is not true. See my uploaded extract report of phone calls to me from area code XXXX for the year XXXX ( exhibit A ) ; there are none. See sample extract for calls from XXXX area code showing calls to my main contact phone number XXXX ( exhibit B ) ( I will also try to upload a report on the number of times I phoned the XXXX Firm office, at least 8 times this year ). THIS ALSO IS A VIOLATION OF CALIFORNIA CODE OF CIVIL PROCEDURE 430.41 a requirement to meet and confer prior to motions such as demurrer. And they claim that demurrers were sustained in their entirety ; also not true. I have a leave to amend by XX/XX/XXXX, see my pleadings emailed to Mr Cooper two weeks ago on how I will amend my good complaint.
2 ) Mr Cooper needs to conduct an internal accounting and correct mortgage statements that incorrectly reflected 3 months due. They stopped mailing statements in XXXX and I need a corrected mortgage statement so I know how much to pay. I have no doubt, as someone with education and professional work experience in finance and accounting, these Seterus problems are causing Mr Coopers late payment reports, ( ie. ) the 60 day late in XXXX, to the credit bureaus this year.
3 ) Lastly, the other documents I am submitting with this complaint should prove to Mr Cooper and Fannie Mae, Seterus caused a problem I would describe as " A CONTRACT TORT ". See my fax written demand, apply surplus to the mortgage. See Seterus response dated XX/XX/XXXX which included an undated explanation how a surplus can be applied when current. Please see credit bureau reports for XX/XX/XXXX, and my mortgage statement for XX/XX/XXXX. I was current when Seterus received my instructions to apply the surplus to the mortgage. See also my tax statement from XXXX county.
4 ) regarding the 30 day late reported XX/XX/XXXX - XX/XX/XXXX, I have bank statements showing the check in Seterus ' possession, that was never re-presented or returned to me, was good.
IN CONCLUSION : this is a CONTRACT TORT. Seterus was in receipt of my money, in excess of what they had accurately billed me. had no good cause to retain and refused to apply or refund per my written instructions of XX/XX/XXXX.
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03/06/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
First of all I have XXXX, and dealing with this issue has not been easy and is totally unnecessary. I am on XXXX with limited funds, however, I have ALWAYS made my payments on time for the past 16 years, usually around the XXXX due to limited funds and before a late fee. On XX/XX/XXXX, for some reason I went online to check my account knowing that I was going to be making a payment on the XXXX, for my XX/XX/XXXX payment ( I had already gotten my paper statement showing that stated I was due for XX/XX/XXXX ). However, when I got online it said that I was due for XX/XX/XXXX in the amount of {$1300.00} and to call immediately. I did call right away to find out what was going on with my account. I spoke to a lady that said that she didn't see a problem but would have someone look into it right away and get back with me. I never hear back so four days later I called and asked for a supervisor and spoke to XXXX XXXX ( XXXX ). She reviewed the account and couldn't find a problem, therefore, had someone else review the account while I was on hold. She came back on the phone and said they found that in XX/XX/XXXX they reversed my regular payment of {$1100.00}. and took {$260.00} out of my payment and put in my escrow account without my knowledge or any indication on my payment history. There wasn't anything in her notes that said they notified me either. I then told her that I just paid a escrow shortage of {$150.00} in XX/XX/XXXX and then in XX/XX/XXXX they took more. This never reflected on my monthly statements that I was ever late or owed a escrow shortage. At that time I was livid because, I was a XXXX XXXX XXXX previously and I know that the lateness they are showing on my account will also be reported to the credit bureau as now being 60 days late. On XX/XX/XXXX I continued to make my regular payment until this situation gets cleared up. XXXX advised me that they would expedite this situation quickly and would get back to me as soon as possible. That day after our conversation, I received 4 notices from Mr. Cooper claiming that my account was past due and options available to prevent foreclosure. Since that time, I have gotten a letter saying it could take up to 30 days to correct this issue which will be up on XX/XX/XXXX. The funds that I paid the past two months is now sitting in " unapplied funds ''. They also put a tag on my door knob to call them asap. This is totally embarrassing and humiliating to be treated like this when I have never missed a payment. I will continue to make my payments, however, I am very concerned where this money is going and scared they will start foreclosure proceedings. This whole ordeal has caused me to be suffering from a lot of stress that my health can't afford to handle. I tried to call XXXX on Monday, XX/XX/XXXX for an update, left her a message and two days later I still haven't gotten as much as a phone call. I am enclosing statements from XX/XX/XXXX to present for your review.
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02/26/2020 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
on XX/XX/XXXX my mortgage servicer paid the county tax bill of {$2500.00}, which resulted in a - {$1200.00} escrow balance. The problem is, per the county auditor site, my tax bill was only {$1300.00}, and, after further research, I discovered that the parcel # that was paid did not belong to me. Since my taxes were not paid on time, I was charged a fee of {$130.00}. During this time. I was looking to refinance my loan to get into a better interest rate by taking advantage of the VA IRRL program. While reviewing the closing documents on my new loan, I noticed that there were delinquent taxes being rolled into my loan, and that is when it was discovered that the wrong parcel was paid. On XX/XX/XXXX, I called Mr Cooper to escalate the issue of the wrong parcel being paid, and advised them that I was in the process of refinancing. They advised me that they will escalate the issue and will get it corrected and, if the loan is paid off, I will get a refund in the mail. They promised to reach out to me in a couple of weeks once resolved. On XX/XX/XXXX I signed my closing documents for the new loan, which had the delinquent tax amount of {$1500.00} being added on the new loan. My loan with Mr. Cooper was paid off on XX/XX/XXXX. On XX/XX/XXXX, I called Mr. Cooper to check on the status of my refund. At that time I was told that everything is still being processed, and there was a case open to look into my tax escalation. I was told to give it a few more days for an update. I called back on XX/XX/XXXX and was told that my case had been closed since my loan was paid off, and the tax department could not do anything on my account. I was transferred to the escalation department and spoke with XXXX, who stepped up and owned the issue and apologized that the case was just closed without correcting the mistake. She attempted to reach out to the county auditor to find out how to start the refund process. She advised me she would follow up with me once she has a response. I followed up with XXXX on XX/XX/XXXX by email, with no response, then I called on XX/XX/XXXX to speak with her, but she was unavailable so I was transferred to another escalations representative. I, again, was told that there is nothing they can do since my loan was paid off. I had to explain the whole situation again about it was their error for paying the wrong parcel, that money was taken out of my escrow account to pay someone else 's taxes, and that is the responsibility of servicer to fix that. The representative agreed that they should fix the issue. I was told that they will research and give me a call back by end of day. Again, this call took place on XX/XX/XXXX, and I still have not received a call back from Mr. Cooper about the escrow issue.
I should not have to continue to call and escalate this to get traction on an error that this loan servicer made. I am owed the total amount of {$2700.00} ( which includes the XXXX fee for paying my taxes late )
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01/13/2023 |
Yes |
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- Trouble during payment process
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Web |
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On XX/XX/XXXX, we received our annual Escrow Statement from Mr. Cooper. It reflected a deficit of {$830.00} which resulted in an increase in monthly Escrow payments of {$91.00}. In turn, this would increase our monthly mortgage payment from {$1500.00} to {$1600.00}.
However, at the time of this Escrow Statement, we were also behind by two monthly payments. On XX/XX/XXXX, we made those two monthly payments bringing our account to 100 % fully current. Our Escrow Account was then brought from a deficit of {$830.00} to a surplus of {$390.00}. Due to this being before the end of the year, we promptly requested, in writing, an Escrow Account recalculation from Mr. Cooper to reflect this change as now there wasn't a need for our monthly to increase as we were no longer in a large deficit but in a surplus.
The Escrow Statement we received from them clearly states, " The shortage amount listed assumes there are no outstanding payments owed. If you have past due amounts, please sign in to your account at www.mrcooper.com for the correct amount. '' At that time when we were behind by two payments, this of course applied to us. When I logged into my account, the amount was exactly the same. Mr. Cooper literally is playing games at this point. Nowhere did it ever show an Escrow Balance projecting what my account would look like if my account were not behind payments, like this statement suggests. How is this legal?
XX/XX/XXXX we receive a response from Mr. Cooper acknowledging us and stating they need more time.
Today, XX/XX/XXXX, we receive a long response that is nothing short of pure stupidity. The beginning explains what an Escrow Account is and what causes a shortage as if I haven't had a mortgage and Escrow Account before. Really?
However, it goes on with this : " Due to changes in tax and insurance premiums, Mr. Cooper completes an analysis each year to ensure that your escrow account is funded correctly and adjusts your monthly payment accordingly. Because your escrow account has less money than needed, there is a shortage of {$830.00}. Due to this shortage and changes in your taxes and insurance premiums, your monthly escrow payment will increase by {$91.00}. Your current escrow balance is {$390.00}.
You may deposit the escrow shortage in full. Upon receipt of this deposit, your shortage and monthly payment will be adjusted accordingly. '' My Escrow account was - $ XXXX at the time of the analysis which resulted in this. Making my two monthly payments resulted in the surplus of {$390.00}. Whoever responded to my request literally took the information from my old Escrow Statement and combined it with my current balance without recalculation.
So here I am, requesting once again that someone from Mr. Cooper recalculate our Escrow Account with the SURPLUS amount of {$390.00} and not the - $ XXXX it was on XX/XX/XXXX when we were behind two mortgage payments. The deficit of {$830.00} will no longer exist.
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01/08/2023 |
Yes |
- Debt collection
- Mortgage debt
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- False statements or representation
- Attempted to collect wrong amount
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Web |
Servicemember |
Missing FDIC personal checking account funds from XXXX XXXX ( from multiple XXXX XXXX XXXXXXXX accounts since XXXX ) and mine ( from separate XXXX XXXX XXXX account ) that are FDIC insured to pay the failed bank XXXX, XXXX XXXX and nationstar for the real estate contract that pays off the mortgage on our personal residence of 14 years at XXXX XXXX XXXX XXXX XXXX NM XXXX Those funds are misplaced, embezzled or misapplied to someone else 's account or incorrectly.
The loan was not an interest only we were told neither a reverse mortgage or had any other loan than the original XXXX loan. we were told is the same loan that got transferred to XXXX XXXX XXXXXXXX and sold or pennies to the dollar to nationstar, as servicers.
We paid ( see attachments ) but those FDIC insured checking account funds from our personal checking accounts at XXXX XXXX XXXX are missing between the fiduciary and XXXX XXXXXXXX XXXX and nationstar.
We request to collect on them under the FDIC insurance because the payents were for house payments and not to be stolen. There is a papertrail i am sure you can investigate.
Where it is or can you please see the FDIC claim we did on the money, that was in XXXX XXXX XXXXXXXX for XXXX XXXXXXXX XXXX mortgage through the fiduciary XXXXXXXX XXXXXXXX
We bought a home in XXXX XXXX for the amount listed in the HUD and the XXXX XXXX of nm purchase contract. where XXXX XXXX used their vendor XXXX XXXX to collect on a seller financing XXXX dollar per dollar contract per mls financing advertising of the XXXX XXXX XXXX XXXX XXXX The XXXX listing was cancelled because we were told " the buyers did not qualify '' and later on, the appraisal came after closing about 30K less than the sales price/mortgage value wrapped of XXXX We already bought so it was a done deal. The roof or part of it fell and leaked we did not get the invoice of the " XXXX XXXX XXXX XXXX and did not exist. The pool had problems with water connection and we looked and no survey was done.
We started paying and the payment went up and one month in XXXX went up by XXXX XXXX We never got a note or amortization table and the hud statement did not show but the sales price that we were told was the mortgage balance.
We made the monthly payments and we were told in XXXX that if we want to keep the house we need to deposit extra cash. We did we want to keep our home. The payments are attached here. In XXXX my mother got interest and title from the XXXX 's and myself. WE found out that the property was in foreclosure in XXXX by chance as I was looking for a case in relation to my XXXX son ( guardianship ). We were never served with the original note and to this date we do not have a copy or full history how the loan numbers kept on changing and there were always behind. I put downpayment too and two extra payments as you can see from the hud statement We never got XXXX those were going to the escrow company and those funds got lost too.
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08/19/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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The Consumer Financial Protection Bureau (“CFPB”) has noted, in its Official Interpretations of this provision, that a QWR “is not required to include both types of requests. For example, a qualified written request may request information relating to the servicing of a mortgage loan but not assert that an error relating to the servicing of a loan has occurred.” See 12 C.F.R. Part 1024, Supp. I, § 1024.31.Even if the note had been originally valid, you can void it by altering it. If you and the debtor renegotiate the terms and sign off on the changes, that's fine; if you make a change without the debtor's approval, it's not going to fly. If you bought the note from someone else and it was altered or void before you took ownership – too bad. The fact that you purchased the note in good faith won't make it valid.“MR. COOPER” XXXX XXXX XXXX, TX XXXX Dear Mr. Cooper, Regarding the letter I sent you datedXX/XX/2019 via Certified U.S. Mail # XXXXXXXX, the letter titled “QUALIFIED WRITTEN REQUEST, COMPLAINT, DISPUTE OF DEBT AND VALIDATION OF DEBT LETTER, TILA REQUEST”. The letter was received and signed for by your representative on XX/XX/2019. (See U.S. Postal Receipt below)On XX/XX/2019 your company received a 14-page Official letter from Property OwnerXX/XX/XXXX. In part that letter read, “I hereby demand absolute 1st hand evidence from you of the original uncertificated or certificated security regarding account #XXXXXXXX.”Do you now claim, that your company (doing business as Mr. Cooper), has answered all the requested documents demanded in the letter that you acknowledge receiving on XX/XX/2019, and that you completely and honestly responded in full, and you declare under penalty of perjury that you answers all my questions truthfully and you have supporting documentation for your claims? Please answer Yes or No, did you respond to this QWR? If not, Why?On the Color Copy of what you claim is the Original Promissory Note, there is a yellow area right of the alleged Bank Stamp which is unexplained and appears to be a Post note or similar item? Please explain what that is in detail?Please explain why the Promissory Note signature page on the item you claim is the Original is missing a big X from the original copy I have from the original signing and now there is a alleged stamp signed by an alleged person who is alleged to be affiliated with a bank company? I am demanding, and expecting, that your company does not report any negative comments or missed payments to any Credit Reporting Companies as you have Failed to prove the Authenticity of your Security.Please provide me with the documents I have requested and a detailed answer to each of my questions within the lawful time frame. Upon receipt of the documents and answers, an exam and audit will be conducted that may lead to a further document request and answers to questions under an additional RESPA Qualified Written Request letter.Sincerely,XX/XX/XXXX
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11/24/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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In late XXXX, I began the process of refinancing my home loan with Mr. Cooper ( my current loan is also with them, as I was hoping for a more streamlined process since I was already a customer ).
After Mr. Cooper drug their feet about getting the process complete, we finally make it to closing day on XX/XX/XXXX. Mind you I had had little to no contact with my " Loan Processor '' at Mr. Cooper regarding any issues, updates, etc. at this point in time. For some unknown reason, the closing is canceled and I only find out through the notary who was set to come witness the signing. Mr. Cooper DID NOT contact me and advise me of the change, and only after several phone calls did I finally receive an answer from them. Something about some paperwork issue.
The signing was rescheduled for the following day, XX/XX/XXXX. After the closing I was told by Mr. Cooper ( only after me attempting to establish contact first, and after several tries ) that the funds were to be dispersed to pay off the old loan by XX/XX/XXXX or XX/XX/XXXX. Both days went by and I had zero contact from my " Loan Processor ''.
After 6 phone calls placed from me on XX/XX/XXXX and XX/XX/XXXX to my " Loan Processor '' and also to her supervisor, then her supervisor 's supervisor, I finally got someone to talk to me. Apparently a single date was incorrect so the signing had to be done again. I was also being charged late fees for my current loan, and was being contacted by the automated calling system of Mr. Cooper to make a payment.
My " Loan Processor '' said on a recorded line that I will not need to make a payment for XXXX or XXXX on my current loan, but also stated that she would refuse to produce any document that stated I was not responsible for the late fees accrued due to Mr. Cooper 's mistake with the paperwork.
The closing was once again moved, to XX/XX/XXXX in XXXX via a mobile notary. The paperwork was signed, and I was assessed a fee of about {$75.00} that was not disclosed ( it was listed in the disclosures but was not labeled as to what it was, just an errant extra charge ), and I tried to contact Mr. Cooper about why there was this fee, and they have refused to return my phone calls or emails since XX/XX/XXXX. I was told by my " Loan Processor '' that I was to receive some sort of lender credit and as such would not be paying anything out of pocket on closing day. Funds dispersment date was supposed to be XX/XX/XXXX but I have had no contact with Mr. Cooper regarding the matter.
I did not get the late fees removed from my current loan my " Loan Processor '', and I have attempted to contact my " Loan Processor '' but she is out of the office until XX/XX/XXXX according to her autoreply email.
I would like to know why Mr. Cooper has essentially refused to communicate with a current customer, lied about charges, not properly disclosed reason for charges, and what they are doing to improve and resolve the situation.
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10/21/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My mortgage was sold to this company in mid XX/XX/XXXX. I received both an email and a print letter from my old mortgage company ensuring me that I would not experience any disruptions in my payment plan. I paid my mortgage on the XXXX of the month with my old servicer. I allowed one week to pass and noticed on XX/XX/XXXX that no payment had been applied to my new Mr. Cooper account, which indicated that a payment was due and would be late the following week. On XX/XX/XXXX I made a payment through their website. On Monday XX/XX/XXXX, two of my full mortgage payments plus additional principal totaling {$1400.00} were deducted from my account.
My husband called Mr. Cooper immediately on XX/XX/XXXX, explained the situation, and asked what we need to do to have one of the charges reversed. They said that they could not to anything until both payments had posted and to call back. On XX/XX/XXXX after the payments had processed he called back. The Mr. Cooper rep told us that this happened because we have two auto pays set up when it is clear on their website that we have XXXX, but that they could refund one of the charges. My husband, the Mr. Cooper customer service rep, and a rep from my bank got on a conference call. Our bank rep confirmed the account numbers and the duplicate charges. The Mr. Cooper rep assured us that our refund was being processed and we would see it in 24-48 hours.
After 48 hours had passed, we called back to inquire about why we hadn't seen our refund yet. The person explained that we must have been confused and that our refund was processing but it would actually take three to five business days.
On the fifth business day since our initial request, we still had no refund so we called again. We spoke to a new representative who told us that no refund was processing on our account and that the person we spoke to the first time made a note on the account but " didn't know what she was doing '' so the process had not even been started. At this new person 's request, my husband went to the bank and got a partial bank statement showing the duplicate charges ( which our bank had already verified on XX/XX/XXXX ). He was instructed to send them in to a generic email address and told that whoever saw them would " know what it was for ''. We were told we would see our refund within two business days. It is now the second day and it is clear that nothing has been initiated on their end. They are holding {$1400.00} of our money hostage despite our multiple attempts to resolve this and complete compliance with their repetitive demands.
On XX/XX/XXXX I sent the company an email explaining that if my situation was not resolved quickly I would be submitting a complaint to the CFPB. They replied quickly to my email stating that they were sorry for the poor customer service and would be calling me to discuss. They never called so I am submitting this complaint two days later as promised.
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07/28/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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This has been reported to the XXXX XXXX XXXX already. And thankfully, a Lien was narrowly avoided being placed on my house. So no action is needed in terms of paying the overdue escrow anymore. However, I have significant issue with the response from the business in which they don't accept responsibilty for their error, as well as providing factual inaccuracies. Due to this, I feel the need to report what happened to a US Government agency. So please accept this complaint as a record of what Mr. Cooper 's actions were, and please pass this along to any appropriate authorities.
Mr. Cooper is our current mortgage lender for our home. I had an Escrow payment of {$680.00} due way back in XXXX XXXX XXXX. Mr. Cooper was supposed to pay this from my Escrow Balance far in advance of it being due, as stated so directly on their website. A Lien was being threatened to be placed on my house on XX/XX/XXXX of 2022, all because Mr. Cooper made a mistake and dragged their feet in rectifying it. My Escrow Account Balance was {$8000.00}. That was more than enough money in the balance to pay the XXXX tax, but Mr. Cooper refused to do it for weeks despite my pleading. I contacted Mr. Cooper multiple times through phone and online chat, as did the Realtor that sold the property to us. Mr. Cooper kept saying that they would " investigate '' it, but nothing would ever happen. Meanwhile, my family 's mental well-being suffered greatly with the threat of a Lien being placed on our home, and seemingly nothing we could do about it. The customer service agent I spoke to on the phone even confirmed that they had purchased my loan back in XXXX of 2022, and that they should have been the ones to pay the XX/XX/2022 Escrow Tax. There were sufficient funds in my Escrow Account, and the Escrow Tax was almost 5 months overdue. I have evidence of countless occasions of me begging them to just pay the bill before I got a Lien on my home. They wouldn't do it for weeks. They were also provided with a copy of the Lien Notice from the town of XXXX XXXX XXXX.
Additionally, I accrued late fees because of Mr. Cooper being 5 months late on paying the Escrow Tax. {$22.00} in late fees were added to the tax bill. Mr. Cooper did end up paying these late fees out of their own pocket, but I wanted to note the late fees because Mr. Cooper has tried to claim that the taxes weren't due until XX/XX/2022 in their response to the XXXX XXXX XXXX. This is clearly not true because if the taxes weren't due yet then there wouldn't have been any late fees to pay. They also tried to claim that their investigation showed no error on their part, which I find insulting. I have yet to even be told by them WHY they didn't pay the Escrow Tax Bill back in XXXXXXXX XXXX XXXX despite them having taken ownership of my loan in XXXXXXXX XXXX XXXX. I have no idea how this happened, and all I got in response from Mr. Cooper was them claiming they did nothing wrong.
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01/15/2019 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
I took out a VA Home Loan through XXXX XXXX XXXX XXXX in XX/XX/XXXX. I made my payments on time with them through the time that they transferred my loan out to Mr. Cooper out of Texas. My first bill was due to Mr. Cooper XX/XX/XXXX and I submitted my payment by that date and it cleared my bank on XX/XX/XXXX. My next payment to Mr. Cooper was due XX/XX/XXXX. I made this payment with an additional {$35.00} applied to the principal on XX/XX/XXXX. I received my XXXX statement around mid XXXX which brings me to the issue at hand. I logged in to my account to think about how much extra to put toward my principal for XXXX and shockingly found that my account was past due since XXXX. Keep in mind I have the bank statements where the money cleared, as well as the statements from Mr. Cooper saying I was up to date on each statement with no past due amounts. So, I decided to call Mr. Cooper. I first called on XX/XX/XXXX at XXXX EST and spoke with a lady and she said she escalated the call because it showed where I paid but then my money was reversed and applied elsewhere. Now, to explain reversed in her terms. It was reversed from my account and applied elsewhere but they could not tell me where. So the lady spoke with her manager and said they would call me back the next day. The next day rolls around and no call. I called them back at XXXX on XX/XX/XXXX and spoke to a XXXX. He said there was no record of my previous call so I started writing things down. He would not listen to my situation so I asked for management. Then I was connected to XXXX XXXX. After speaking to Ms. XXXX, she ask if I could send proof of where it cleared the bank. I told her absolutely and did so while I was on the phone with her. That proof was sent by email as she gave me all of her contact information. She told me that she would send it to accounting and that I should know something by Monday XX/XX/XXXX. She said I could call back on the XXXX to check. Monday comes around and I wait until XXXX EST to call and check the status. I called with no answer, however, she did call me back. She then told me nothing had been done on my account and that she had my number and would call me back on the XXXX because they should have things fixed by then considering it was submitted on the XXXX. The XXXX rolls around and no call as of XXXX EST, so i gave her a call with no answer. I feel like I am exhausting all means necessary to resolve this on my end. However, it seems as though this company received my money then removed it from my account and put it somewhere else. I have all the proof of the payments, the statements, and times and dates of attempted resolution. I am now getting calls from the VA asking why I have not paid my mortgage. I am getting letters from Mr. Cooper asking why I am not paying my mortgage. This issue is I am paying my mortgage and it appears as though Mr. Cooper is taking my money and not applying it to my account.
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01/25/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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We refinanced last fall with XXXX, and our mortgage was being serviced by XXXX XXXX XXXX. We then learned that our mortgage was being transferred to Mr. Cooper. It took a very long time - nearly two months from when we received notification that our loan was being transferred - before we were able to access our information on the Mr Cooper site. ( We got the transfer letter XX/XX/XXXX, and it was XX/XX/XXXX before I was able to set up my account with Mr Cooper and make payments. It's possible that I could have set the account up a few days before then - I was trying at least once/week, but wasn't trying every day. ) During the long period when we weren't able to access any information about our loan on the new servicer 's web site, I had extended conversations on the phone with representatives from both XXXX XXXX XXXX and Mr Cooper in which I was assured that everything was fine, not to worry, there's a 60 day grace period in which there aren't any late payment fees or negative credit effects or anything in order to allow time for everything to transfer over.
After setting up our Mr Cooper account and making payments, and it seeming as if everything had finally been resolved, we received a letter dated XX/XX/XXXX stating that our loan was in default. I was pretty sure this was some kind of clerical error, and talking to representatives from Mr Cooper on the phone today it sounds as if that's correct, but still - it's absolutely terrifying to get a letter saying that we're in default on our mortgage, after getting repeated assurances that everything is fine and we have a 60 day grace period and it's all going to go smoothly and not to worry.
So I want to ( a ) make sure that it's really true that there aren't going to be any negative effects - that the only mistake was sending out the letter to us, and that there weren't also negative reports erroneously sent out to credit agencies, ( b ) ensure that if there were any additional erroneous reports, they're corrected, and ( c ) register a complaint about the sending of such a terrifying document when our loan was not in fact in default. Even if it turns out that there aren't any tangible negative financial consequences for us, it's still not ok to send out letters that are going to scare the daylights out of people when in fact all that's happening is that the mortgage servicers are taking a long time to sort out the exchange of information ( or whatever it is that makes it take so long for the transfer to complete ). I've also now lost much of a work day on the phone trying to sort this out and make sure that we actually aren't facing a total, life-altering financial catastrophe. So another motivation for filing this complaint is to provide some impetus for Mr Cooper to change their practices around sending these " you're in default '' letters in order to prevent other people from having to go through this sort of terrifying experience.
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05/03/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I have a mortgage, since XX/XX/XXXX, with Nationstar/Mr. Cooper. By chance I discovered in late XXXX, that my mortgage payment was scheduled to increase by more than {$400.00} a month, due to a purported escrow shortage of approximately {$200000.00}. Further investigation revealed that XXXX, on behalf of Nationstar/Mr. Cooper, had made a payment in XX/XX/XXXX, in the amount of {$15000.00} to XXXX XXXX County Taxing Authority. This was in addition to a payment of {$7600.00}, also in XX/XX/XXXX, for property taxes I did in fact owe for that tax year. Apparently, XXXX, of their own volition and without any correspondence with XXXX XXXX County or with myself, paid what they thought were back taxes on the property. The XXXX tax website had not been properly updated and did erroneously show back taxes due, but they were for years prior to my purchase of the property ( in XX/XX/XXXX ) and in fact had been paid at a previous sale of the property. Calls to my closing agent and title company, and the XXXX Taxing Authority, confirmed that there were no delinquent taxes due on the property. XXXX issued a refund check, in the amount of {$15000.00}, sent to XXXX, I believe in XX/XX/XXXX, and that check was cashed by XXXX on XX/XX/XXXX.
After numerous phone calls and hours and hours spent on the phone with Mr. Cooper ( I have spoken to no fewer than 6 escrow agents and 4 " escrow escalation '' agents, beginning in XX/XX/XXXX XXXX, this issue still has not been resolved! I am still paying mortgage payments that are {$400.00} more than they should be, and additionally, I have discovered that two new erroneous tax payments were made by XXXX, one in XX/XX/XXXX for {$4400.00} and one on XX/XX/XXXX for {$3200.00}. I was told that they will now " open another file '' with regard to these 2 additional erroneous tax payments.
I really should not have to constantly monitor my escrow account for erroneous payments, then wait for refunds to be issued by taxing authorities and slowly make their way into the Mr. Cooper system! I have wasted numerous hours trying to resolve this and have delayed refinancing this loan because of the false escrow shortage. And now I see that they have repeated this pattern. It really is incompetent. When I was able to obtain the escrow accounting for the life of the loan, there were a few other instances of this happening, which were refunded and of which I wasn't aware. But I am not an accountant, so it is difficult and confusing for me to try to make sure that payments are not made in error, and that if they are, they are ultimately refunded and credited to my escrow balance. As of right now, I don't think I have yet been credited with the {$400.00} mortgage overpayments that took place for several months. I am being penalized for their mistakes and I am being forced to overpay while they resolve their incompetence. I do not trust them at all to properly manage my escrow account.
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05/25/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American, Servicemember |
This complaint is regarding a property I just purchased at XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX , GA , XX/XX/2022. I am attaching information regarding a problem with the mortgage company, Mr. Cooper, who bought my loan from XXXX XXXX XXXX XXXX out of XXXX. XXXX XXXX was the Mortgage XXXX, also out of XXXX.
You can see from the string of paperwork that my loan was sold to, what I now interpret as, an unscrupulous mortgage company, Mr. Cooper. I also interpret that their tactics are not 'honest mistakes '. They have been communicated with by me and XXXX XXXX XXXX XXXX XXXX XXXX and she was assured that this was resolved. They keep trying to set up an escrow account and raise my monthly payment by {$300.00}, when it clearly states that nothing is to be changed on my contract or payment amount in the sale of my loan. You would think a mortgage company knows the law concerning the purchase of a loan. We paid our insurance a year in advance and opted to pay our taxes privately too and did not contract an escrow account. For obvious reasons, they want the use of that money until tax time and intend to bully me into submission.
I have spent countless hours on the phone, many of them holding for hours at a time. Their customer service is horrible. They should call their service department Customer Harassment! Then I was told it would be handled last week. I get letters every week stating that I am delinquent on payments and need to now give them thousands of dollars to 'catch up '. I have made every payment early for the contracted amount of {$1400.00}. They have not credited my payments saying that they don't accept partial payments. They did indeed put them through the bank and put them into a holding account, which account they are probably using to invest and make money while they bully me.
They see my age of XXXX and probably think I don't have the brains or the courage to fight them. They're wrong. If they are doing this to me, they are doing it to others. This is elder abuse. They have been communicated with numerous times and now are offering to 'only " raise my payment by {$95.00} into an escrow account and are surely are hoping I am so beaten into submission I will just give up and go along with them. They're wrong about that too. I am today making a formal complaint to the Consumer Finance Protection Agency.
This is not OK! They are telling me that they have to report me to the credit bureaus after 3 months of 'delinquent payments '. On the attached papers you can see I have made every payment on time.
This comes at a time that I have had a serious and debilitating XXXX incident while I was traveling in XXXX and was in the hospital for XXXX days. I had to come home two weeks early and am undergoing therapy and tests. I want them to cease and desist from this harassment and want to know if I can sue for restitution for my time and suffering.
Sincerely, XXXX XXXX XXXX
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08/13/2021 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Servicemember |
when i log into account it has untrue or confusing information. I have been having a one sided conversation with this company for months now but somehow ive been put into this modification denial appeal phase and i dont know that even happened cause I didn't even know this was taking place until i read the letter they provided as a enclosure for the last complaint that was closed. So im to just give my information again to pay the extra interest that was incurred for stupidity and misinformation. Where was this foresight and proactiveness in XXXX XXXX AND XX/XX/ when documents were lost or " not received '' when income was counted when it was convey to officers in your company that the income wasn't supposed to be counted. So now we have Mr cooper all of a sudden looking out for the little guy yet while you're while conducting your investigation, youre ignoring my emails that you see daily and also while complying with all things federal you have time to have a third party contact me cause you cant get a hold of me but yet you confirm you get my emails. Very interesting logic. i didnt read anywhere in my contract where it said things liek this can take place the servicer can whip up a modification for the mortgagee without consent and its all in the spirit of good faith. Why wasnt this conducted in XXXX when i was thousands less in the whole. after all the medical bills i shown you for my wife or after you had your financial disclosures that showed the amount of my XXXX that i exhausted sending the majority to you ( i paid two payments of XXXX XXXX XXXX ) come to you with first payment default not even a default i was just behind you lie said i needed to be delinquent to be considered i wait that period then get rejected cause of timely filing which was bogus and wasted time casue the ENTIRE time im struggling with the health of my wife and tryign to look for a job and im begging fo a letter or something i can show a perspective employer to show im working on the issue since i work in finance NOTHING then you us the fact that i didnt have income at the time to justify the reason why you lost my paperwork in the first place then when i get back on my feet and get a job you're continuing to count expenses that i told you that should ve been taken off errors after errors almost a foreclosure then the error is Finally recognized get a hard fault modification then the pandemic happens AND I SOMEHOW BUMP MY HEAD AND DIDNT SEND THE PAPERWORK BACK silly me oh boy im so silly get another modification denied for false reasons again in XXXX and XXXX now here we are with this farce of a service company trying to accommodate me with a modification i didn't ask for ... THANKS YOURE HELPING A LOT KEEP UP THE GOOD WORK so sorry for the inconvenience so sorry you're disappointed and don't understand the bind you put my family in and the daily torture and anguish i deal with. Thank you so very much!!
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08/19/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
Older American |
I have done everything in my power to make all the necessary arrangement with the Bank, when I found out that my ex-husband was not providing with the payments to XXXX XXXX XXXX XXXX back in XXXX, and according to the Bank they were not able to provide to me with any information about the status of the Mortgage since the loan was under my ex-husbands name : XXXX XXXX. Unfortunately, was going thru XXXX XXXX and unable to obtain any information from him until XXXX XXXX XXXX offered me the help to resolve my situation, but they stated if I get the Divorce will be easy.
Back in XXXX I went to Court to be able to obtain a Modification with the Bank and take over the Mortgage but was transferred to XXXX XXXX XXXX and they stated that they still need XXXX XXXX signatures on the Loan Modification for me to continue with the process and payments. Unfortunately, XXXX XXXX was refusing to sign anything that concerns with the Property, or to go to Court to make any arrangements. XXXX XXXX XXXX advised me to get the Divorce and the Lawyers, and the Court will mandate it to sign off the house to me, and I will continue making the payments or obtain the Loan Modification. My goal was to keep the house and continue making the payments, but everything was delayed due to COVID-19 pandemic situation. A new Deed is recorded in XX/XX/XXXX under my name : XXXX XXXX XXXX.
XXXX XXXX XXXX offered me the help with the Foreclosure and advocate with XXXX XXXX XXXX in assuming the Loan and apply for the Loan Modification under my name : XXXX XXXX XXXX and my daughters name : XXXX XXXX XXXX in XX/XX/XXXX. According to XXXX XXXX from XXXX XXXX XXXX : Application and Documentation was submitted In XX/XX/XXXX, but for some reason, application and documentation was re-submitted again in XX/XX/XXXX. No word from XXXX XXXX XXXX or XXXX XXXX XXXX until XX/XX/XXXX. when XXXX XXXX, Paralegal from the Prevention Unit, called me to tell me that Loan was denied and the Bank will put the house for sell, but I received a letter from the XXXX in XX/XX/XXXX that the XXXX granted the date for an extension for XX/XX/XXXX. ( Who should I believe ) My concern in this situation is that XXXX XXXX XXXX is refusing to speak with me as they are only corresponding with XXXX XXXX from the XXXX XXXX XXXX, but the Bank is not only refusing to provide me with any answers or other alternatives to save my house, but correspondence is coming from Mr. Cooper where this Institution is explaining about the denial, and the letter is addressed to XXXX XXXX XXXX. Nothing is engaged to me ( XXXX XXXX and my daughter XXXX XXXX, about the denial on the Loan Modification as the Applicant and Co-Applicant. I will have to consider myself a Victim of this Institutions in regards of the Mortgages Cases, being the XXXX homeowners.
Sincerely and respectfully, XXXX XXXX XXXX XXXX # XXXX Address : XXXX XXXX.
XXXX NY XXXX Phone # XXXX XXXX XXXX XXXX XXXX
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03/07/2022 |
Yes |
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- Trouble during payment process
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Web |
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The previous lender was XXXX XXXX XXXX until XX/XX/XXXX. XXXX XXXX XXXX transferred the loan to Mr. Cooper. Prior to the transfer XXXX XXXX XXXX granted me a forbearance. On XX/XX/XXXX XXXX XXXX XXXX sent documents that the mortgage loan is approved for a partial claim and to return the documents by XX/XX/XXXX. The forbearance is for the period of XX/XX/XXXX until XX/XX/XXXX in the amount of XXXX The forbearance was executed on XX/XX/XXXX and returned to XXXX XXXX XXXX on XX/XX/XXXX, XXXX XXXX XXXX accepted this document and filed the subordinate mortgage note in XXXXe County Clerks Office on XX/XX/XXXX. The lien is for XXXX and is payable to the Secretary of Housing and Urban Development. Mr. Cooper will not honor the subordinate mortgage lien that was offered, accepted and filed by XXXX XXXX XXXXXXXX and HUD. They continue to say I owe them XXXX Mr. Cooper has been provided with a copy of the subordinate mortgage note and proof of filing but won't honor it. On XX/XX/XXXX, Mr. Cooper sent me a letter that said " Per the XX/XX/XXXX call notes, you refused to pay the funds needed to book the modification, stating that you did not owe the post modification payments. As a result, the modification offer was rejected. The Partial Claim was not booked so there is not a second lien owed to Housing of Urban Development ( HUD ). The account is currently due for the full reinstatement amount. The amount to reinstate the loan is {$11000.00} ''. There is a lien filed and it is owed to HUD. Mr. Cooper representatives called me on XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX and demanded that I make a payment of XXXX over the phone without any documentation. They would not accept any other form of payment. They stated that was the amount owed for the months of XXXX and XXXX. And I agreed to cooperate in completing the loan modification and if I did not cooperate that modification would be denied. Mr. Cooper has never provided me with any such documentation. In addition, pursuant to RESPA I have sent two " Qualified Written Requests '' to Mr. Cooper one on XX/XX/XXXX asking for the document they refer to as an agreement I signed that says I am required to make two mortgage payments over the phone in order for the modification to be approved. And another on XX/XX/XXXX disputing the " Escrow Review Statement '' where Mr. Cooper is claiming there is an escrow shortage. To date neither of the " QWR 's '' have been acknowledged or answered. My house is under contract and is ready to close. I am unable to sell my property because Mr. Cooper Fraudulently claims they are owed XXXX In additionally the payoff letter is also incorrect. The payoff letter is from XX/XX/XXXX thru the present. The subordinate mortgage lien covered the period from XXXX. Mr. Cooper is also wrongfully claiming escrow advances of {$4100.00}. The only payment made by Mr. Cooper for escrow is a tax payment of {$1200.00} in XX/XX/XXXX.
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10/20/2023 |
Yes |
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- Struggling to pay mortgage
- Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
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Web |
Servicemember |
I am a 100 % XXXX veteran who lost income during Covid which led to financial problems with my mortgage. I called Mr. Cooper in XXXX 2020 to see if they could help me since I had a VA loan. I was told there were no options for help and no one told me about the CARES act forbearance. I was unable to keep up on the loan because my job as a XXXX XXXX was devastated and eventually eliminated due to the pandemic and restrictions from XXXX and XXXX and my wife was out of work. I called back a few months later to ask again if there were any programs to help. The agents told me there was forbearance available, but they provided me with false information saying if I took the forbearance as soon as I was back to work I would have to pay the full amount back all at once. That seemed like a worse option than trying to get caught up on my own so I did not accept the program. I have since learned that is not how this program works and because of these lies I have been spinning my wheels for 2 years and had to file bankruptcy to stop the foreclosure sale of my home.
If I knew the truth about the government mandated forbearance I would have accepted the program and once I was back on my feet worked with Mr. Cooper to find a reasonable and fair solution to reconcile the missed payments. I was never given this chance. I continued to check in every few months to see if there were options for help and was never given any options except for a repayment plan. Since I had begun working part time again I requested terms for a repayment plan but this option raised my payments almost {$400.00} per month and I could not afford it. A few months later when I was back on my feet financially I contacted their office again to be considered for all options such as deferment, loan modification or recapitalization of the late payments and again they told me the only option was a repayment plan with a monthly payment of {$2100.00} which was {$1000.00} more than my original payment.
I cant believe that this is how Mr. Cooper treats veterans. I served in the XXXX XXXX for 7 years and was hit by an XXXX while deployed in XXXX. I have had to undergo six reconstructive surgeries and have now been classified as 100 % XXXX. I contacted Mr. Cooper to ask for help, and their agents lied to me about how the XXXX program works to dissuade me from accepting that program they were required to offer. As a result of the obstruction of these programs I am $ XXXX behind and in foreclosure.
I live in the home with my wife and XXXX young children. The VA recently increased my monthly benefits and my wife is going to school to be a respiratory therapist and is part of a work study program where she gets paid while training. Our hardship is resolved and we have the means to afford our mortgage payment. The problem is that your company has misled me and denied access to government programs that you are required to consider me for
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03/24/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Servicemember |
On XX/XX/XXXX, we contacted a company called Mr. Cooper about refinancing one of our high interest loans with them after receiving a mail inquiry invitation from them at the end of XXXX. We spoke with Mr. XXXX XXXX and went over our situation and credit scores to see if we qualified for their re-financing invitation. We provided full information on income, credit scores available through each credit bureau, reason for re-financing, all income and debt information and everything they requested to see if we would qualify to submit an application for re-financing and for them to pull the hard credit inquiry that would damage our credit report numbers. We were told and assured that there was absolutely no problem, we would definitely qualify with the credit scores and all other information was within the requirements for re-financing. Application was submitted based on these assurances, along with the documentation requested to support the information provided. We were told 3 or 4 weeks to send to underwriting and approval of loan re-financing. Ten days later we received an email identifying the loan processing officer name of XXXX XXXX who was assigned to our loan. We were assured by her that the loan process would take bout three weeks and that closing target was XX/XX/XXXX. Over the following couple of weeks we were asked to submit additional and duplicate documentation, which is usual for most underwriting scenarios so no concern. On XX/XX/XXXX, we received a call from XXXX stating the the finalization of the re-financing was on track and that there were " no problems and that the loan was still on track for closing on XX/XX/XXXX. '' Then there was a three week period on dead silence, ignoring multiple emails nd phone calls and complete lack of professionalism or customer care. In the meantime, my credit scores rebounded from the hard credit pull by Mr. Cooper and they steadily increased above submission numbers. We have three mortgages with Mr. Cooper and have paid all on time for the past four years since they took over or issued the loans. Why the scam of refinancing invitation and fraud from the promises and assurances that we were qualified, everything was fine and on track with the loan, and that they acknowledged our payment history as their customer rather than being honest and up front - not forcing us to suffer the negative impacts of their pulling a hard credit on our credit report. Their action cost serious delays, additional financing costs, and complete loss of faith and trust the professional ethics of the " Mr. Cooper '' brand and group. They should be held accountable and everyone should know and be aware of their actions so others will not make the same mistakes from their unconsionable actions. We will be moving our mortgages from them and not doing business with cons like this in the future and soon as the damage from their actions against us are repaired.
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07/24/2023 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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|
Web |
Servicemember |
I have mortgage through Mr : Cooper since XXXX on my primary residence property XXXX hermosa way, XXXX fl XXXX.
I have been making my payments on time since I bought the home. On XXXX due to Covid I lost my job for few a months, therefore I was placed under Covid forbearance program which I was accepted for more then 6 months. I went back to work, and was ready to start re paying my mortgage. I was told to apply for loan modification program which I did in beginning XXXX. However it took them a few months to send me proper paper work. I received the paper work via email and went to local FedEx to notorized the paper work as well as send them via certified mail. I waited from XX/XX/XXXX till XX/XX/XXXX thinking they will get back to me with an answers which I never received.
I wad told they never received my paper work and my loan modification fail through due to not receiving paper work on time. I don't understand how come they never received my " certified paper work ''. And that I have to re apply again. I re applied again for loan modification in XXXX XXXX, hoping it will get resolved so I can pay my mortgage. I submitted all necessary paper work, was told everything will be completed soon by end of XX/XX/XXXX.
All of sudden my application again disappears, and I do not see anything online for status update. I spoke with the agent and told me that my application was switched to " easier program '' through FHA loan that is why I can't see anything online. Since it was switched to different program under modification they have to redo whole thing again per conversation.
Finally on XX/XX/XXXX, they accepted my application and was told it will get done within 60 days. It's pass 60 days and still have no answers.
Due to delay on this program, my mortgage been stacking every month and unable to pay partial or even something because they demand I pay past balance due of XXXX or esle they will be foreclose my home. I received letter from foreclose from Mr copper for not making monthly payments which I couldn't pay because my loan was under modification status for so long and they keep messing up.
Foreclosure is on hold they said because my application is still under modification underwriting. I get phone call from them telling me if I don't pay my balance it will be foreclosed. Then some other people tells me forecloser on hold. I'm very confused with what they are doing with this process.
My loan modification underwriting been taking all these time and I'm left unanswered. I live with my 3 children, I'm a single mother and I'm a nurse. I'm fully capable of paying my monthly mortgage payments.
I need Mr Copper to give me honest and full disclosure and stop running me around and I do not want to loose my home.
Please help with this process and why they are taking this long to simple modification of my FHA loan.
I appreciate your help Sincerely XXXX XXXX XXXX XXXX XXXX
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03/20/2023 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
We were notified that our mortgage servicing company was no longer going to be XXXX, and instead was going to be Mr. Cooper the end of XXXX. XXXX transferred the amount left in our Escrow of {$550.00} on XX/XX/XXXX.
Fast forward to XX/XX/XXXX, and we received a notice from Mr. Cooper saying that we had a SHORTAGE in our escrow account in the amount of {$570.00}. To which our payment would be going up from {$750.00} to {$810.00}. Of course, on the notice, it states that shortages are likely caused by an increase in taxes and/or insurance. We had no change in either. Upon further inspection of the Escrow Account Activity that they included with this, they were showing our Starting Balance in our Escrow Account as {$0.00}. There was no credit whatsoever for the amount transferred to them by XXXX.
On XX/XX/XXXX, I reached out to Mr. Cooper to ask how we were short, and why our payment was increasing when there had been no increase to taxes, or insurance. At first the woman tried to state there had been an increase in taxes. I told her that was not true, because I had already contacted our local municipality and verified that our property taxes did not go up. I also told her that it was concerning that they were showing a {$0.00} starting balance on our escrow account activity. I told her that XXXX had sent them the remaining funds in our escrow account in the amount of {$550.00}. She told me she didn't see that. She put me on hold while she had her supervisor look into it. I told her the funds were disbursed to Mr. Cooper on XX/XX/XXXX. After being on hold for a while, she came back on to tell me that her supervisor did " find '' the funds that were transferred in the amount I had told her on the date I had given her. To which I said, " So, there should be no change to our payment then, since we were truly never in the negative? '' Her reply was " Yes, the payment is still going up to the {$810.00} ''. I told her I still wasn't understanding how the payment was going up, when the supposed " shortage '' never existed to begin with. She claimed that this is based on their projected shortages. Again, there shouldn't be a shortage when neither the property taxes nor insurance has increased.
I have seen other horror stories online regarding this company and their dealings in the past for not crediting payments properly, etc. I am frustrated that their increase to OUR PAYMENT is based off of their INCORRECT math. She did email me a copy where it shows that they did an " escrow correction '' to reflect the {$550.00} received by them from our previous servicing company. However, this is completely unacceptable. If the amount was reflected properly the first time, our payment would've never increased. And my concern is if we pay the increased amount when they can't even record a payment received properly, what are they going to do with the excess? XXXX it? Unacceptable.
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11/28/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
- Loan sold or transferred to another company
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|
Web |
|
I am writing this complaint against Mr. Cooper, a mortgage servicing company, regarding a serious and unresolved issue with the transfer of my mortgage from XXXX XXXX.
On XX/XX/2023, I received notification that my mortgage had been sold to Mr. Cooper. Despite this transfer, I had already made the XXXX payment to XXXX XXXX. Recognizing the potential issue, I promptly contacted both XXXX XXXX and Mr. Cooper on XX/XX/2023, seeking clarification and assurance that my payment would be correctly posted to Mr. Cooper.
Assurances were given by representatives from both companies that the payment would be properly transferred and posted to my new account with Mr. Cooper. Regrettably, it has now been over a month since my initial contact, and the issue remains unresolved.
I have made numerous attempts to rectify the situation, including sending multiple emails seeking verification of my payment, engaging in online chat sessions with Mr. Cooper representatives, and making multiple calls to Mr. Cooper 's Customer Service. Unfortunately, my efforts have been met with frustration, and the issue persists.
What exacerbates this situation is that I am now unable to make my XXXX mortgage payment to Mr. Cooper due to the lingering problem. My online profile indicates that the XXXX payment is still due, preventing me from proceeding with the necessary XXXX payment. This situation is causing significant stress and concern as it puts my account in jeopardy of incurring late fees and negatively impacting my credit.
Compounding the problem is the conflicting information I have received from Mr. Cooper. I have been sent multiple communications with differing dates regarding the mortgage transfer, and Mr. Cooper representatives continue to place blame on XXXX XXXX for the issue. However, it has been over a month since the problem was brought to their attention, and it remains unaddressed. I have also received multiple pieces of mail with the incorrect amount of my mortgage ( not showing the rate buy down ), and the current amount due showing for XXXX is incorrect. I have received multiple pieces of mail with conflicting information and transfer dates.
I believe I have been patient and cooperative in seeking a resolution to this matter. It is disheartening that despite my persistent efforts, Mr. Cooper has failed to correct the issue or provide me with a clear and satisfactory explanation.
I am filing this complaint in the hope that your intervention will prompt Mr. Cooper to promptly resolve this matter, ensuring that my XXXX payment is accurately posted, and the impediment to making my XXXX payment is removed. I am also seeking assurance that my credit report will not be adversely affected due to the delay in resolving this issue.
Thank you for your attention to this matter, and I appreciate your assistance in bringing this issue to a swift and satisfactory resolution.
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12/01/2020 |
Yes |
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- Trouble during payment process
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|
Web |
Servicemember |
In XX/XX/XXXX, I closed on my home and the original home loan provider was XXXX XXXX XXXX XXXX XXXX. This is a VA home loan escrow with a monthly mortgage payment of {$1200.00}. Shortly after closing, XXXX XXXX XXXX XXXX XXXX sold the loan to another loan provider named Mr. Cooper. My first mortgage payment was due in XX/XX/XXXX and since then, I have made my monthly payment at the start of each month.
I do not use Mr. Cooper 's autopay feature. But rather I use my bank XXXX XXXX XXXX to initiate payments. Also, I do have an online access to my statements through Mr. Cooper but because my monthly mortgage payment was consistent thus far, I had no reason to access my account through Mr. Cooper.
On or about XX/XX/XXXX, I received an email alert from XXXX credit reporting company that a change in my credit was detected. That change is a 30 day late payment for XX/XX/XXXX loan payment for my mortgage through Mr. Cooper.
I accessed my XXXX XXXX account and confirmed a payment of {$1200.00} was sent at the beginning of XXXX XXXX well before 30 late payment date. This {$1200.00} was not returned. Because it has been several months since I had accessed my Mr. Cooper account, I did not remember my log on credentials to verify Mr. Cooper received my payment. Instead I spoke with a customer service representative and it was explained my escrow amount due had increased. Specifically, my property taxes increased by {$100.00} per month.
This property tax increase was unknown to me. I did not receive any notification from Mr. Cooper by any means. I did not receive any notification from the city of XXXX, XX/XX/XXXX As a new homeowner, I never had any inclination of a tax increase.
Mr. Cooper did not apply the XX/XX/XXXX payment of {$1200.00} to my home loan and did not inform me. Instead, it was kept into another account with that amount " suspended ''. Because my XX/XX/XXXX payment was not applied, this triggered a 30 day late payment on my XXXX credit file.
The customer service representative I spoke with stated that Mr. Cooper has a policy that if amount owed vs amount paid is {$100.00} or greater ( in my case {$100.00} ), they do not apply the loan payment thus triggering a 30 day late payment after XX/XX/XXXX.
I had also made a {$1200.00} payment at the begging of XX/XX/XXXX. Because the credit reporting monitoring service alert came before XX/XX/XXXX, I was able to add an additional {$100.00} to my XXXX payment thus preventing a 30 day late payment for XX/XX/XXXX. I also paid the XX/XX/XXXX difference of {$100.00} at the same time with a {$200.00} one time payment.
Currently, I am in good standing with my mortgage through Mr. Cooper. However, without a credit reporting monitoring service through XXXX and their failure to inform me, the XXXX payment would have turned into 60 day late payment on XX/XX/XXXX 90 days late on XX/XX/XXXX, and so forth.
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07/15/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
My loan was transferred from XXXX to Mr. Cooper for servicing starting in XXXX of XXXX. Since Mr. Cooper has been in charge of the servicing I have had a problem with the payment being {$47.00} higher than it should be due to Property Tax. There was an escrow shortage in the amount of {$570.00} for prior year, and I had option of paying this in full or spreading out over payment. I called Mr. Cooper and informed I would be sending this paying in full. I did this on XX/XX/XXXX. The payment was applied as partial mortgage payment. I called and got the payment correctly applied. My mortgage payment should been {$2400.00} with the applied escrow payment. I sent {$2500.00} payment XX/XX/XXXX, for XX/XX/XXXX payment, because my statement for that month did not reflect the escrow payment, so loan payment was {$2300.00}. I had additional conversations with Mr. Cooper because XXXX statement sill reflected a payment {$47.00} higher than it should be due to the escrow payment referenced above. All Mr. Cooper associates identified that the escrow payment was posted but the payment was not adjusted by the PPT team and they would resolve. On XX/XX/XXXX I sent XXXX payment in the amount of {$2400.00} because at that time the payment was still reflecting higher. At this time, I contacted Mr. Cooper and was put in contact with XXXX in the escalation department and advised would get issue resolved. In the meantime, I made my XX/XX/XXXX payment on XX/XX/XXXX in the amount of {$2300.00}, paying an invoice that indicated I owed $ {$2300.00}. At this time because I qualified to have Mortgage Protection Insurance removed from my loan, the payment should have been {$2200.00}. This reflects the {$2400.00} payment - {$160.00} MPI amount. Mr. Cooper acknowledged this amount. On XX/XX/XXXX at XXXX XXXX, I had a collection call from Mr. Cooper for my XXXX payment. Please note I have sent more than the required amount every month since they took the loan over. I contacted Mr. Cooper and spoke with XXXX who stated payment was applied incorrectly but even when she moved the money that there was over {$100.00} shortage. I asked her how this could be possible when I sent more than the required every month since they took the loan over and she could not answer the question. This is completely unacceptable. I was informed the only way to remove them as service provider was to refinance home, but then there is no guarantee that this company would not wind up being the service provider at some point. Since XXXX when Mr. Cooper took over this loan, I have spoken to the following associates at Mr. Cooper and the problem has only gotten worse because now I have paid more than I owe monthly and I am in collection status. XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, and XXXX. I have truly tried to resolve this issue and Mr. Cooper seems incapable of effectively servicing this mortgage. I need help.
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12/29/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
|
|
Web |
|
I started to refinance in XXXX from Mr Cooper former Nationstar and I singed disclosure on XX/XX/XXXX provided documents requested. Loan officer XXXX XXXX said I was approved on XX/XX/XXXX. Then processor XXXX XXXX took over and started to request the bank statements, mortgage statements and insurance declaration and HOA statements all over again and I provided them again. Then she requested many other items one by one without end. I sent numerous emails and made phone calls and she never responded.
So I complained to XXXX her supervisor and requested to provide list of items she needs all at once. She still did not do that. I continued to provide what she requested for 2 months and she often required what I provided again. XXXX XXXX said if I pay off my credit debt, XXXX will set up closing on XX/XX/XXXX. I did and sent receipt. Then XXXX came up with another issue of XXXX XXXX XXXX which I never did. I explained. Then she said my Brilliant Business License is delinquent and I renewed. After I provided everything they requested and it was Mr Cooper which took time, they denied my loan saying my credit was not good. My mid credit score is XXXX.
Then I told them I would report to CFPB and FTC if they do not close the loan. Then XXXX XXXX sent email and said they would reinstate if I provide XXXX statements for my two properties. XXXX XXXX XXXX XXXX XXXX WA and XXXX XXXX XXXX XXXX WA properties. I still do not know why they requested XXXX statements again although I already provided XXXX and XXXX statements. I provided XXXX statement in XXXX and provided XXXX statements on XX/XX/XXXX again. But they sent online decline on XXXX after I did everything they requested for 4 months. They said the reason the loan was declined was due to my credit. The credit check was done on XX/XX/XXXX and my credit was good and that is why loan was started and I also refinanced 3 other properties recently before Mr Cooper-Nationstar. So it can not be the reason. If my credit had not been good, XXXX XXXX should have declined on XX/XX/XXXX without wasting 4 months of my time and the employees of Mr Cooper time. There are all email traces that show how poor, inefficient and careless they services were and how they neglect and ignore their customer.
As a XXXX and an XXXX, I did many loans and helped my numerous clients in getting loans and I also refinanced 3 other loans recently but have never experienced such poor business practice as Mr Cooper does. It feels like they are playing with customers. I XXXX and found complaints from many other customers and some said Mr Cooper-Nationstar was the worst company they had. I feel and think something must be done to stop such unfair and bad and poor business practice so that other people do not go through what I and other clients did. Some companies are too big and they don't care and I think Mr Cooper-Nationstar is one of them.
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06/05/2020 |
Yes |
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- Trouble during payment process
|
|
Web |
Older American |
This XXXX named company, " Mr. Cooper '' has once again tried to generate more funds via a charade on force placed insurance. This go round it is force placed flood insurance. They make if very difficult for one to provide the support they request for existing flood insurance.
They use a site other than their mortgage site to upload documents to never noting on the main site in an easy location the link to that site.
Once finally finding the other site, I found they did not have the same loan number showing on the XXXX " Mr. Cooper '' site as my loan. Finally, getting the loan number to which it is associated. I uploaded documents. It is very difficulty and unclear and they use several upload areas. I uploaded by current flood insurance certificate from my condo insurance coverage in all of the various areas one could upload.
I have now rec 'd an email that they have force placed flood insurance at over {$800.00}. They take far too much time to manage their horrid and inadequate processes. Rather repairing their issues and making it simple for one to provide documents, they make it as difficult and time consuming as possible so as to enable them to generate unearned and egregiously high fees!!! {$800.00}! REALLY!!! THERE IS NO JUSTIFICATION FOR THIS FEE LEVEL!!!!
IT IS TIME THESE PEOPLE BE STOPPED FROM ATTEMPTED ROBBERY!!!
FURTHER, THEY DO NOT PROVIDE A PHONE NUMBER ONE CAN CALL TO EASILY RESPOND TO THEIR OWN LACK OF DOCUMENT TRACKING, BUT RATHER PROVIDE A MAIN NUMBER ONE MUST WADE THROUGH TO GET TO A PERSON WHO THEN CONNECTS ONE TO AN INSURANCE DEPARTMENT THAT IS NOT PROPERLY STAFFED AND ASKS ONE TO LEAVE A MESSAGE!!!
MY LAST EXPERIENCE WITH THIS FIRM OF THEFT WAS THEIR PLACEMENT OF A {$5000.00} COST FOR WALLS IN HO6 INSURANCE!!! THEY HAD VIA AGGRESSIVE MARKETING CONVINCED ME TO REFI TO GAIN A LOWER RATE. I HAD NOT PREVIOUSLY BEEN REQUIRED TO HAVE HO6 INSURANCE AND THE SNUCK IT IT THEREBY ACTUALLY ENDING UP TO INCREASE MY MONTHLY COSTS. I AM NOW SURE THAT WAS NOT BY ACCIDENT, THE REFINANCE LOWER RATE BAIT WAS ONLY A PLOY TO FORCE ME TO PAY THEM FOR FORCE PLACED HO6. THEY THREATENED, LIKE XXXX XXXX XXXX TO FORECLOSE UNLESS I CAUGHED UP THE {$5000.00} WHICH I DID. WHEN I PROVIDED THEM THE HO6 COVERAGE, WHICH ONLY COST {$450.00} FROM AN INSURANCE PROVIDER, THEY RESPONDED THAT IT HAD NOT BEEN COVERED FOR 6 MONTHS AND THEY THEREFORE WERE ENTITLED TO THE {$5000.00}! WHEN I REPORTED THIS TO THE CFPB I GOT NO RESPONSE FROM THEM. UPON LATER CHECKING BACK WITH THE CFPB IT FOUND IT SAID THAT IS HAD BEEN RESOLVED TO WHICH I RESPONDED BY FILING ANOTHER CFPB COMPLAINT THAT IT HAD NOT. THEY FINALLY GOT BACK WITH ME TO SAY THEY HAD PUT THE MONEY IN MY ESCROW ACCOUNT AND " DIDN'T KNOW '' I WOULD WANT THE MONEY BACK!!!! IMAGINE!!! WHO WOULD WANT THEM TO HOLD MY MONEY!!! THESE PEOPLE ACT WITH CRIMINAL MINDS!!! THEY ARE THIEVES!!
THIS NEEDS TO STOP!!!
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02/06/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
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My husband and I switched to Mr. Cooper for our mortgage a few years ago- I believe everything was finalized XX/XX/XXXX. We received a certified letter from XXXX XXXX XXXX XX/XX/XXXX stating that our city and county taxes were not paid for XXXX. When I reached out to Mr. Cooper XX/XX/XXXX to find out why the XXXX taxes werent paid out of our escrow by the due date at the end of XX/XX/XXXX, I was told it was an error on their part and that the taxes would be paid out of our escrow, with all penalties and interest paid by Mr. Cooper, within 5-7 business days. When the delinquent taxes still were not paid 2 weeks later, I again reached out to Mr. Cooper. I was told at that time that they were waiting on XXXX XXXX to verify how much they owed. I live in XXXX XXXX, and I asked them to pay XXXX XXXX XXXX. I corrected them, and I was told they would ensure the tax cert was sent to XXXX XXXX XXXX. These delinquent taxes still were not paid several days later, so I reached out to XXXX XXXX XXXX directly, who stated they never received any communication from my mortgage company. When I called Mr. Cooper back to ask for clarification on this, I was told Pennsylvania had a blackout period and the taxes were unable to be paid until XXXX or later. I explained that it was now XX/XX/XXXX, and I was then told I just needed to give it more time and that there was no set time that the blackout period would be over. I requested they conference call in XXXX XXXX XXXX to explain why the taxes would not be paid within XXXX days of notification as stated in the certified letter, at which time XXXX XXXX XXXX stated that there was no blackout period. The escalation manager reportedly sent a message to Mr. Coopers tax department ( he stated they were XXXX ) stating that and was told they were researching this. I spoke to someone else at Mr. Cooper later in the afternoon XX/XX/XXXX, who stated that, if I sent a copy of the certified letter from XXXX XXXX XXXX to them, my taxes would be paid that evening. I sent an email to Mr. Cooper with those documents attached that very evening, and, upon calling today XX/XX/XXXX, the taxes still have not been paid. I was again told by the escalation manager at Mr. Cooper that I needed to give it more time. Despite that I have repeatedly stressed over hours on the phone over the past several weeks my fear of being taken to court and/or having my house foreclosed on for not paying these taxes, they still have not been paid out of my escrow. Im not even sure what Im waiting for for them to be paid as I already sent over the documents detailing everything they needed. I cant get an answer from Mr. Cooper either, as they state that their tax department ( XXXX ) doesnt do customer service and can only respond via email ( which I sent an email to them over 3 weeks ago and never received a response ) or chat with a Mr. Cooper representative.
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01/31/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
XX/XX/XXXX This complaint is in reference to : Mr. Cooper Mortgage Co. ( formally Nationstar Mortgage LLC ) Attn : Consumer Financial Protection Bureau ( CFPB ) To Whom It May Concern : I am writing to dispute a late fee of {$83.00} that was included in my final mortgage payment.
On XX/XX/XXXX, Mr. Cooper Mortgage Co. Received my payment of {$1600.00}. This was the total amount due on my final mortgage loan statement. Per the statement ( enclosed see First Mortgage Statement ) late fees were to be imposed if payment was received on or after XX/XX/XXXX.
On XX/XX/XXXX, I received notification from my bank stating that this payment was not cashed and returned to my bank account.
On XX/XX/XXXX, I was in contact with a customer service representative from Mr. Cooper Mortgage Co. in reference to a second mortgage statement I received for {$3400.00} ( enclosed see Second Mortgage Statement ) and according to the Mr. Cooper customer service representative was an error. During that conversation, I was told she would email me the corrected statement.
On XX/XX/XXXX, I received ( via email ) from the Mr. Cooper Mortgage Co. customer service representative, a third mortgage statement ( enclosed see Third Mortgage Statement ) with a {$83.00} late fee ( and a $ XXXX County Recording Fee ) for a total of {$1900.00} and was told this was to be wired ( as indicated on the statement ) to Mr. Cooper within 48 hours or there would be another late fee imposed on my account.
On XX/XX/XXXX, I wire transferred the total amount of {$1900.00} to Mr. Cooper per the instructions to avoid a second late fee.
In working with the Mr. Cooper customer service representative, I was told that a request was made to remove the late fees and once the final payment was made, I would receive a check in the amount of {$83.00}. I never received the check and contacted a second customer service representative. A second request was submitted to reimburse me the {$83.00} and again, I had not received the check.
On XX/XX/XXXX I spoke to a supervisor who informed me that because the loan had been paid off, I would not be reimbursed the {$83.00}.
On XX/XX/XXXX Mr. Cooper Mortgage Co. received from me a correspondence describing the order of events described here. They have responded with a letter ( enclosed see Response from Mr. Cooper ) by stating that the late fee was valid due to the XX/XX/XXXX payment ( although it clearly states the late fee would be imposed if the payment was received on or after XX/XX/XXXX ) and I would not be reimbursed the {$83.00}.
Mr. Cooper Mortgage Company received my final mortgage payment on XX/XX/XXXX fourteen days prior to the late fee date of XX/XX/XXXX and I wire transferred the second payment within 24 hours of receiving it and feel it is only right that I get reimbursed for the {$83.00}.
Can you please assist me in resolving this issue?
Sincerely
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08/07/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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Account number Mr COOPER - XXXX property address XXXX XXXX XXXX, XXXX, Ga XXXX, In XXXX was refinanced into a predatory interest only loan. It has now recasted and my XXXX dollar loan is now a balance of XXXX. I requested modification and they have advised Me COOPER formerly Nationstar who took over servicing the loan that it is a predatory loan and they have failed to take action against XXXX XXXX and help me. I applied for the modification but my payment went up not down so it intentionally causes me hardship and suffer no help me. My {$800.00} payment went to {$2400.00}. I made the first payment of the modification in XX/XX/XXXX and when I went to make XX/XX/XXXX payment that was due by the XXXX of XXXX they would not let me pay over the phone on the automated service, they would not let me pay online, and when calling the hold times were over an hour each time to try to get a rep to answer and did not offer automatic ach. Now their policy is if you miss one trial payment you cant apply for another XXXX mo even if your financial or medical situation has changed, therefore people lose their homes because you cant reapply as Georgia is a non judicial state and they can take your home in less than 120 days. I want out of this interest only XXXX subprime loan from XXXX. Their policies are causing me to lose my home and I am requesting the stop of the foreclosure. The interest accrued of over XXXX. I requested a 30 year loan to bring the payment lower they refuse to work with me. Please step in as I should only be responsible for the original loan amount I was not aware it was interest only at the time. The investor needs to reconsider and stop the sale date and Mr COOPER should not have a policy that if someones situation changes that they have to wait XXXX mo to reapply. Please investigate and hold them accountable for for internet finally causing harm to me to lose my home by ignoring g the fact they are aware its a predatory loan. Whenever I call the modification department they refuse to consider any options to reduce payment and have only increased it. I want to stay in the home but it is in their best interest to issue a forbearance or put it on hold and I can try to XXXX it in XXXX mo or reapply for another modification. In their modification department they refuse to try to help me and have disc outages me at their team level supervisor guiding them to tell me that their is no point in reapplying and giving their personal opinions saying it will get rejected. This is not helping me as a consumer. If a foreclosure goes on my credit thru will be liable for defamation of my credit because they are not proactive in modifying my loan or reinstating the modification offered. How do you go from XXXX a month to XXXX. This is supposed to be a hardship assistance and it is the opposite. It is causing me harm with this predatory interest only loan.
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05/25/2022 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
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- Trouble during payment process
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Web |
Older American, Servicemember |
My name is XXXX XXXX XXXX, married to XXXX XXXX XXXX XXXX, deceased military I am a widow, I am XXXX, I am XXXX XXXX XXXX and I am a US naturalized citizen immigrant from XXXX.
My daughter owns a home at XXXX XXXX XXXX XXXX, XXXX NM XXXX and is her residence, We are sued for foreclosure for a second mortgage that was kept open according to what our prior attorney said, and that the sellers after giving title away on a closing on a XXXX on XXXX worked out a loan mod refi or forebearance with XXXX XXXX XXXX, increasing the debt which was not allowed per the escrow officer XXXX XXXX XXXX XXXX and XXXX XXXX ( alttorneys for the seller and their drafted contract ). attached This is a loan that we were told XXXX XXXX ( seller ) aka XXXX XXXX XXXX and XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXXr they sold the house and placed title in escrow with XXXX XXXX aka as XXXX XXXX, with title insurance by XXXX XXXX, It appears they used title companies ( XXXX ) to buy other homes and also acted as mortgagors on homes they flipped inflorida and did not make their payments to XXXX XXXX XXXXXXXX but went applied for help or loanmods.
We ade our payements until the house was paid off per our contract which ONLY spells paying off the countrywide original loan acquired by XXXX XXXX XXXX we never were told of a second mortgage open loan by title and our contract paid off the originalfirst mortgage Apparently XXXX XXXX XXXXXXXX sold the loan that was altered to mr cooper and we did not know the loan amount balance or anyting as we are not priviledged on the loan.
The went to foreclosure and they have failed to recuperate or state the judgment from the mortgagors XXXX XXXX and XXXX XXXX for more tha 10 years and is so staled that mr cooper can not recuperate and HUD even gave XXXX XXXX and XXXX XXXX a HUD government loan to them. They have lived in Florida forall these years since XXXX The address was provided in court and it appears that the lawyers are incompetent that represent the mr cooper or that the process server LIED TO THE COURT As XXXX XXXX DOES NOT LIVE IN NM BUT IN FLORIDA NEVER LIVED WITH MY DAUGHTER OR I, FURTHER XXXX XXXX IS ANOTHER PERSON IN HER FORTIES AND IAM XXXX WE ARE NOT THE SAME PERSON STOP XXXX TO THE COURT TO PROCEED TO A WRONGFUL FORECLSOURE.
WE PAID THE HOME OFF THE MONEY IS AT THE COURT.
IF THE BANK GIFTED BACK THE MONEY TO THE SELLER AND THE BANK CAN NOT RECUPERATE IT IS THEYIR FAULT IF THEY CAN PROCEED WITH FRAUD FOR THAT GO AHEAD, I BOUGHT THE HOME WITH MY DAUGHTER PAID ALL MY LIFE EARNIGNS AS A TEACHER STOP THE ABUSE OF LIQUIDATEORS THAT PREFER TO TAKE THE TITLE THAN A SMALL UDGMENT THAT IS DUE TO THEM MAYBE BY THE SELLERS. THE SELLLERS HAVE NO SKIN IN THE GAME SO IT APPEARS THEY COLLUDED WITH THE BANK TO EXTORT AND STEAL FROM ME, I AM A SENIOR AND I PAID MMY BILLS.
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11/30/2022 |
Yes |
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- Trouble during payment process
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Web |
Older American, Servicemember |
In XXXX of XXXX XXXX became my mortgage company. In XX/XX/XXXX Mr. Cooper preformed a escrow review, this review stated I had a SURPLUS of {$130.00} and that my new monthly payment for XXXX would be $ XXXX according to the loan history the house insurance and the property taxes had not been paid yet. So I applied the surplus to principal. Then in XX/XX/XXXX, Mr. Cooper conducted another escrow review, this one showed a SHORTAGE of {$44.00}. This review also told me that starting XXXX XXXX that my monthly payment would increase to {$530.00} to cover this shortage. According to my SECURITY INSTRUMENT and the Real Estate Settlement Procedures Act ( RESPA ), I should have been given a chance to pay this shortage in full, or have it added into my monthly payment. Since Mr.Cooper did not provide me with a coupon or payment slip, I wrote a separate check ( # XXXX ) and wrote on the check that it was for the escrow shortage, and mailed it with my XXXX payment. I could not mail it with my XXXX payment ( escrow review statement was dated XX/XX/XXXX ) and was not received until after XXXX payment was mailed.On my XXXX statement I noticed that Mr.Cooper had taken the escrow shortage check and applied it to principal, I further noticed that Mr.Cooper did not reduce my monthly payment back to the {$530.00} and that they took {$6.00} from the {$17.00} extra principal payment that I was making as well. So in XX/XX/XXXX, I started sending just the {$530.00} monthly payment. In XX/XX/XXXX, I received yet another escrow review from Mr. Cooper, this one stated I had another SURPLUS of {$10.00}. Again Mr. Cooper arbitrarily lower my monthly payment without asking me how I would like to do with this surplus. Then on my XX/XX/XXXX, I noticed I had a {$19.00} overdue payment so I called Mr.Cooper asked them how this could be when Mr. Cooper stated in XXXX I had a SURPLUS? After all of this it was not until I wrote to mr. Cooper and stated thar beginning XXXX XX/XX/XXXX, that I would start paying my own escrow items and I would send them just the principal and interest portion of my loan. Mr. Cooper responded back to me by stating I can not do this because my loan did not meet the loan-to-value ratio of 80 % or less as stated in the RESPA. I looked into the RESPA and could not find anything about a loan-to-value ratio in it. Because Mr.Cooper has violated my rights in contained within the Mortgage Security Instruments of my loan and also Section XXXX of the RESPA I am asking you to help me with my request to be able to pay my own escrow items. This has been an on going issue for over a year with Mr.Cooper and is affecting my health and needs to be resolved now.
My account number for Mr. Cooper is # XXXX Mr.Cooper address is : XXXX XXXX XXXX, XXXX, Texas XXXX Phone number : XXXX My address is : XXXX XXXX XXXX XXXX XXXX XXXX
XXXX, Ok XXXX Phone : XXXX Thank you.
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06/07/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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Filed for Forbearance in XXXX of 2020, now looking to find a resolution with Mr.Cooper, our services. Started the applications end of XXXX XXXX I called to follow up many times this past week and was once hung up on! I also gave the loan specialist my number in case we got disconnected but they never called me back! I assume this was because I told them I would file a complaint as they were not answering any of my questions or telling me what we could qualify for. I was asked to fill out an application more than four times via email, which I did. Theyre not communicating properly about why I had to keep filing applications and would not answer me about this. I was denied any assistance at all I later find out but they never communicated it with us after filing out the multiple applications. I contacted XXXX XXXX directly last week, and I dont feel were getting what we need as they told my husband to call the servicer back and ask what and why we dont qualify even though we have been doing that. I called mr Cooper back today and was told I have to basically pay a one lump sum of 12 payments to MAYBE reinstate if we qualify after we pay 12 months that we missed up front. Then they call it a repay payment plan for the XXXX and XXXX payment which isnt even due yet. Theyre calling it this so they can get away with making it look like theyre offering us something legally..XXXX XXXX does not require a lump sum up front from their guidelines I read with Covid laws. I am out of options because they wont give us any. I was only told we could appeal our previous modification and it probably wont go anywhere. We have lived in our home 22 years! This is extreme predatory lending practices with Covid! I was also told PRIOR to entering into this that we had rights because the Covid laws are different and we could modify again or get a deferral added to the end of the loan. I also have a screen shot of some of our communication Feom last year I will attach here. During this year long forbearance I called mr Cooper a couple times to be reassured we could have some kind of relief. They and Mainly XXXX XXXX have played a very nasty game here not telling me this upfront and offering nothing now! We entered into this with complete reassurance that we would be like anyone else and get relief after. If we would have been told up front that since we had modifications done before and would not be able to get any assistance, we would have borrowed money to catch up. We should have been told up front this could have been an issue! Theyre now telling us even if we do pay all the 12 mos now- we may not qualify for resuming our payments! They will find a way to deny us so they can take our house! Please help! A bankruptcy is what we may be forced into due to predatory lending!!! This is absolutely servicing discrimination and predatory lending if I have ever seen!
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05/03/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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I have made multiple attempts with the lender to secure a loan modification over the last several years. On 2 separate occasions I submitted alleged applications for loan modifications with no ability to submit documentation and with no review of any documentation. On or about XX/XX/XXXX I received a letter indicating that my modification had been approved. However, the lender refused to honor that approval. I filed a dispute with the CFPB and there were multiple responses back and forth in which they continually denied having granted the modification despite the fact that it was provided in writing. The pandemic began in XX/XX/XXXX and I applied for a forbearance in XX/XX/XXXX which put the dispute process on hold. I spent the majority of the following year on state mandated lockdowns and suffered a significant loss of income. On or about XX/XX/XXXX I contacted the servicing center to request a new modification because I was advised that my forbearance period had expired. I was advised that an application would be mailed to me. I did not receive the application. I followed up with a phone call on or about the last week of XXXX to request that the document be mailed out again at which time I was advised again that no submission of documentation was allowed ; and a review of my modification was again conducted without review of documentation. This is the second time that this had occurred. I received an email several days later on Saturday XX/XX/XXXX indicating that a nee loan workout document had been uploaded in my online account. The document was not available in my account so I contacted them on Monday XX/XX/XXXX at which time I was advised that my request had been denied. This is the second time that I have been denied the opportunity for a loan modification as a result of a refusal to review documentation. Prior to the last 2 requests for modification a previous modification that had been granted was denied due to their error regarding a payment that was improperly processed. I have been denied modifications based on their errors and negligence and my loan is now excessive because I have been involved in ongoing disputes due to their negligence and the pandemic. Additionally, I was significantly impacted financially by the pandemic. I spent most of XXXX and the beginning of XXXX on lockdown as a result of state and locally mandated lockdowns. I am now being denied a modification despite the fact that interest rates have been significantly reduced and and my current interest rate is at least 1-2 points higher than the fed interest rates which would significantly reduce my payments. This company has not acted in good faith regarding my current and previous modifications. The denials of my modifications are in violation of the Mr Cooper XXXX Multistate Consent Decree ; and they are continuing in violation of that consent decree.
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03/04/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Servicemember |
Mr. Cooper 's billing practices are illegally applying principal payments towards interest. Mr. Cooper also fails to disclose incorrect information it provided credit bureaus.
My loan was transferred to Mr. Cooper in mid-XXXX. I made two previous mortgage payments to the old lender which included extra payment towards principal and also had credit applied at closing towards principal. I contacted them via their website on XX/XX/XXXX alerting them their balance was ~ $ XXXX higher than actual, provided them a copy of the a XX/XX/XXXX statement showing this, and asked them to correct it and the XX/XX/XXXX payment. They stated they I would receive a letter of resolution within 7-10 days. I never received a letter from them. Instead, I checked the account on XX/XX/XXXX to discover they had credited the extra payments on XX/XX/XXXX, 1-2 months AFTER they were actually made. This meant XXXX {$60.00} of principal was washed away, including my XX/XX/XXXX payment.
I contacted them via the website on XX/XX/XXXX and provided them statements from XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX showing all previous payments including the breakdown between interest and principal. They responded on XX/XX/XXXX, " Due to the nature of your request, we ask that you please call us directly so one of our account resolutions representatives may assist you. '' I called on XX/XX/XXXX and was informed the phone agents could not access my previous system emails or submitted supporting documents. The agent said my case would be elevated and should be resolved within 7-10 days. 11 days later, the payments are still not corrected but they have collected their monthly payment on XX/XX/XXXX. Although the extra payments were eventually credited, I'm still paying extra interest on the ~ {$60.00} which was never credited to the principal from the early payments.
This extra interest is small, but it will add up over time and I'm just one loan. If Mr. Cooper fails to properly bill me and apply payments on the proper date are they doing it to others? This illegal activity can add up to big dollars.
Mr. Cooper is also impacting my credit. I received a letter in XXXX in which Mr. Cooper acknowledged they sent incorrect information to the credit bureaus. The letter did not state what misinformation was sent or to which agencies, only that corrected information was sent. If I had questions, I was to call customer service. When I called customer service the agent said wrong information was sent but the system did not specify what, to whom, or how it was corrected. The agent said there was no way for me to get this information. I am astounded that Mr. Cooper does not have to provide specifics. How do I know that the correct information was received by the credit bureaus or even that the information Mr. Cooper sent was actually correct and went to the original recipients?
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09/08/2021 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
I am a XXXX XXXX and only get paid 10 months a year. We reached out to our mortgage company for help. We just needed temporary help because once my regular salary returned, we would be okay. We made three phone calls. The first call, they said they could do an extension where they add the payment to the end of the loan. But I needed to call back when I was officially past the due date. I called back after the due date and they said there was nothing they could do to help, and they couldn't do an extension. I was furious. I said that this was a VA loan and there was something they should be able to do. Again, they didn't offer any options. My husband called and they also told him they couldn't do anything. My husband had to search online on the website to find out about their mortgage assistance program. We didn't learn about it from them. We did everything we were supposed to and that took so much work. Every time we submitted the requested documents, we would get a notice they needed more. It took probably 2 months just to get all of the documents in. Then I get a notice that there was a negative hit on my credit report. The 30 day overdue payment had been reported. I thought it was an error because their website said the underwriting is paused while you are applying and they are reviewing your application. I had not received a notice that the mortgage assistance application had been denied. So I decided I would wait a few days and call and get it worked out. Then I got what they called a certified letter in the mail five days later ( and it definitely wasn't certified because certified requires a signature ). The letter said we owed them the payments we missed. The same day we received the notice that our application for mortgage assistance was denied. So instead of them reaching out and informing us that the mortgage assistance was denied, explaining why, and giving us the opportunity to make a payment ; they sent a letter to attempt to collect the debt, reported the missed payment to the credit reporting agencies, and then notified us that the application was denied. To top it off, I was like, I don't want to lose our home over a couple of months of temporary challenge so I went to make a payment. I had just applied for mortgage assistance and they were requiring me to make two months worth of payments. That is over half of my monthly salary. And although I have a partner, because I make more money than him, I pay the mortgage. And for us, that works. That lacked compassion and understanding. And lastly, today my husband got a debt collection message from them. Our entire experience has been horrible. We have received misinformation and they have done some unethical things that have been financially detrimental to us. On a personal note, this is the second time a company has hurt my credit score because of something they did.
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08/09/2023 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
On or about XXXX XXXX XXXX, I was offered a Hurricane Ian Disaster Forbearance by Mr. Cooper ( Nationstar Mortgages d/b/a Mr. Cooper ) after Hurricane Ian caused an incredible amount of damage to our home. I was told that the three skipped payments would be added to the back end of our loan. A agreed to accept three months, believing XXXX XXXX ( our insurance company ) would come to our aid in that time. I was wrong.
I was approved for a " Extended Modification '' XXXX XXXX XXXX which Mr. Cooper 's document states " ... adds the principle and interest payments you missed during the forbearance to the end of your loan and extends your loan term ... '' I mailed a modification application to Mr. Cooper to reinstate the mortgage payments. After the wait period I called to check the status and Mr. Cooper 's associates explained that " I '' had canceled the application. This was not true. I repeated this action again and again over the next several months because associates from Mr. Cooper claimed that after mailing my applications, that I canceled them each time.
To rectify this misunderstanding, I applied online at the Mr. Cooper website only to be informed that I had yet again canceled my application. After escalating the problem to XXXX XXXX I learned that I never qualified for a forbearance. Prior to Hurricane Ian my wife and I had applied for a streamline mortgage, gotten it, and made several payments. XXXX XXXX XXXX computer system had flagged Mr. Cooper 's offer for a Hurricane Ian Disaster Forbearance but no one in XXXX XXXX informed us until many months had passed.
Furthermore, as we were in this forbearance and loan modification application period our mortgage was raised and then after the multiple efforts to get the loan modification to go through the system, we were denied the loan modification due to " excessive obligations in relation to income '' and promptly sent a demand letter.
As of XXXX XXXX XXXX Mr. Cooper was demanding the full amount due for the ten months we had been going through this to bring the mortgage current. A community organization offered roughly half the amount owed toward the balance, and we were able to pay the other half. Two cashiers checks totaling the balance and the next month 's mortgage were over-nighted to Mr. Cooper on XX/XX/XXXX to bring the mortgage current. We have documentation the money arrived before the deadline stipulated in Mr. Cooper 's demand letter. Mr. Cooper 's representative informed us the payments were rejected, stating a minimum payment must be in one check or one electronic transfer. This was never stipulated in writing. It would also make it impossible to get help from organizations. Our mortgage account will no longer accept payments.
We had paid on this loan every month for twelve years and never missed a payment until Mr. Cooper 's offer to " help '' us.
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06/15/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
In XX/XX/XXXX my husband was in the hospital with XXXX XXXX and I reached out to our mortgage company to get advice. I declined refinance and forbearance at that time due to thinking my husband would get better and come home. In XX/XX/XXXX I called back to our mortgage company Mr. Cooper and spoke with the same representative and had our mortgage put in a forbearance as my husband was then XXXX XXXX XXXX I was told the exact same thing as in XX/XX/XXXX that at the end of the forbearance I could either pay the back payments or get our payments deferred and put onto the back of the loan with zero interest or penalties. In XX/XX/XXXX before the Forbearance was coming to a end I called to speak with them and have the deferment of payments put on the back of the loan due to the fact that my husband ended up passing away XXXX XXXXXXXX. At that time I was told I was not able to have a deferment and that I needed to apply for a loan modification which would help me lower my interest rate and monthly payment making it easier for me. They sent me it's me the paperwork immediately and I filled it out and mailed it back with all proofs and verifications that they needed. They continued to string me along and ask for documents over and over that I had already mailed in multiple times and this went on from the beginning of XX/XX/XXXX until the XXXX week in XXXX of XXXX. On Saturday XX/XX/XXXX I received a text message from Mr Cooper which prompted me to check the Mr Cooper app which said my application for my loan modification was denied and I needed to come up with over {$27000.00} in back payments. I called immediately Monday morning in distress and the lady I spoke with said that wasn't accurate and it was approved and I will be receiving a packet in the mail and it'll benefit me and help me with lower interest and payment. I went out and got the mail and the packet was in there however it was the complete opposite. They want to raise my interest rate and monthly payment. I called again and spoke to another lady as I have not 1 time been able to speak with or get ahold of my loan specialist through this entire process. This lady said what I was told initially sounded correct I should have been offered a deferment of payments and didn't understand what was happening. She then put me on hold and spoke with superiors and colleagues and said she was wrong however was going to put in a email to the loan modification department to re-look at this and she would call me back by Wednesday XX/XX/XXXX or Thursday XX/XX/XXXX. I have received as of now no call except a message from a different random lady about calling to settle this. I call back and can not get the lady on the phone I spoke with on Monday XX/XX/XXXX about this mess. I was advised to call HUD which I have and also was advised to file this with you. Anymore questions please let me know
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10/15/2019 |
Yes |
- Mortgage
- Other type of mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Servicemember |
I began an inquiry into a refinance of my current VA mortgage loan on XX/XX/XXXX. My inquiry was through XXXX XXXX XXXX out of Utah, whom I used to secure my current VA loan back in XXXX. That arm loan was underwritten with XXXX XXXX and is still with XXXX XXXX at this time. As the process began, I signed the initial documents to inquire on XX/XX/XXXX. XXXX XXXX XXXX searched for an underwriter and it was determined that NationStar dba Mr. Cooper would be to whom we would inquire. As the process began to unfold, I was asked from time to time to initial additional docs. At one point, on approxamtelly XX/XX/XXXX, I was instructed to re-submit the entire initial process documents a second time. Approximately 60 days had now passed from the initial contact to inquire, and I had incurred a late payment for the month of XX/XX/XXXX for the first time in years, and I was hit with a {$30.00} fee from XXXX for processing. There had still not been a closing date set or any documents to proceed. On XX/XX/XXXX, I determined that the interest rate Mr Cooper was offering compiled with the excessive delay to close, were not conclusive to my needs. On XX/XX/XXXX I withdrew my application to refinance with XXXX XXXX XXXX, paid the additional {$30.00} fee accessed and was ready to move on with things as they have been for the previous 3 years. On XXXX, I received a letter ( attached doc 1 ) from XXXX XXXX XXXX , who holds a small second mortgage lean for a home equity line of credit I took in XXXX. The letter stated that I needed to submit documents showing I had sufficient insurance on my property. Since this had been in place since XXXX, I was confused as to what this was about. I went to XXXX on Mon. XX/XX/XXXX to inquire. They told me for some reason they had received documents XX/XX/XXXX that no longer listed them as a secondary lean holder. I proceeded to my Insurance company and discovered that NationStar Mortgage LLC, D/B/A Mr. Cooper had submitted documents to my insurance ( attached doc 3 ) effective XX/XX/XXXX, to remove my current mortgage lender and replace with them. Since I had never signed any closing documents, or any other documents outside the initial inquiry, I found this to be a fraud. I instructed my insurance to correct the paperwork to the original lender as of XX/XX/XXXX. Upon further investigation, I obtain the policy change issued by my insurance agent, XXXX, showing this was actually submitted ( attached doc 5 ) on XX/XX/XXXX, well before the request to submit the inquiry documents for a second time was even made by Mr Cooper? It is my position that NationStar, DBA Mr. Cooper attempted to hijack my mortgage well before any authorization by me to proceed, or any attempt to close the refinance loan was issued. I am filing this formal complaint and wish to additionally inquire if this was even a legal move by Mr Cooper?
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05/07/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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1 ) I was told by your representative that I could make late payments and it wouldn't affect me negatively because of the forbearance. That was incorrect and I listened to her advice. There was a miscommunication. At any rate, I paid all the past due funds back. The account is current. I even got off the new covid forbearance to make amends and clean everything up. As a courtesy, can you remove the late payment due to the representative 's miscommunication and never having a late payment with you all prior to that miseducation?
In addition, I think I saw on my credit report two late payments. Please confirm that was never the case and remove that as well.
2 ) Also if there was a late payment for XXXX. I will be really upset. Again the rep on the phone told me what I needed to pay to make the account current by XX/XX/XXXX although I was still on forbearance and could had prolonged it, I didn't and I did make the payment she told me.. Based on your websit after the payment, it said it wasn't enough so I made the additional payment after the due date and after you all processed the payment and updated your website. At the previous time your website said that was all that needed to be paid like your rep said.
So I would like to request both late payments removed please since there was miscommunication by your reps on both times and at any rate I caught up on the payments to clear the air.
And lastly, My loan specialist throughout all this, XXXX XXXX, repeatedly did not return my phone calls or answer them for assistance and clarification about the payments. It has been a poor customer service experience for a long time now.
3 ) Additional proof, I received a statement for escrow dated XX/XX/XXXX20 telling me I need to make a payment of an escrow shortage by XXXX/XXXX20 or my monthly payment is going up. Excuse me? I never even had a chance to pay this statements escrow shortage and incorrect date processing. This is another example of poor miscommunication from Mr. Cooper that affects my understanding of payments and my ability to pay before due dates.
I want to pay the shortage amount to leave the bill at {$970.00}, not the new {$980.00}. And I want the late payments removed.
4 ) In addition, I was on forbearance but got kicked off after following your employee 's instructions. I was told late I would be sent an appeal letter to dispute being kicked off, but it never came ... until now. I received the letter on XX/XX/XXXX for review and it is even postmarked XX/XX/XXXX by USPS. But the letter is dated XX/XX/XXXX and it said I had 14 days from the letter 's date. Which means I never had a chance to appeal. And this letter was likely postdated and sent late. but not corrected as such. Another example of poor communication. I would like my late payments removed from my credit report please to put all this behind us.
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02/09/2023 |
Yes |
- Debt collection
- I do not know
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- Written notification about debt
- Didn't receive enough information to verify debt
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Web |
Servicemember |
I asked the two banks involved in the debt collection of their attorneys at XXXXXXXX XXXX XXXXXXXX abut the debt and validation according to FDCPA and they failed to comply with the federal rule because they did not : gave me a validation notice to read : 1. Name and mailing information of the debt collector.-THEY DID GIVE THIS XXXX XXXX XXXX XXXX and XXXX acting for both XXXX XXXX XXXXXXXX and mr cooper ( `` a Note '' they have ) 2. Name of the creditor to whom the debt is owed -the did ( XXXX XXXX XXXXXXXX serviced by mr cooper ) THEY DID GIVE THIS TO US 3. Account number ( if any ) associated with the debt - THEY DID GIVE THIS TO US BUT WE DID NOT TAKE OUT THIS LOAN loan XXXX XXXX. An itemization of the current amount of the debt that reflects interest, fees, payments, and credits since a particular date that you may be able to recognize or verify with records - THEY FAILED TO PROVIDE SAYING WE ARE AN UNATHORIZED THIRD PARTY AND YET THEY WANT TO COLLECT FROM US??
XXXX. The current amount of the debt as of when the validation notice is provided Information about your debt collection rights including how to dispute the debt This notice is meant to help you identify whether you owe the debt and whether the collectors information about the debt is accurate. The notice must include a tear-off form that you can send back to the debt collector to dispute the debt or take other actions. THEY DID NOT PROVIDE THIS TO US 6. A statement that the communication is from a debt collector. THEY DID NOT PROVIDE THIS TO US, THEY ATTEMPTED TO VERIFY IN CONNECTION TO A LOAN APPLICATION WITH XXXX XXXX XXXXXXXX ( ATTACHED ) AND MR COOPER ( ATTACHED ) 7. The name and mailing information of the debt collector and the consumer THEY DID NOT PROVIDE THIS TO US BECAUSE WE ARE AN UNAUTHORIZED THIRD PARTY 8. The name of the creditor to whom the debt is owed THEY SAID IS THE XXXX XXXX XXXX XXXXXXXX NOTE '' It is possible that more than one creditor will be listed THEY DID NOT GIVE ANY INFORMATION ON THIS The account number associated with the debt ( if any ) THE LOAN ACCOUNT NUMBER IS DIFFERENT FROM THE ORIGINAL " XXXX XXXX XXXXXXXX NOTE '' An itemization of the current amount of the debt that reflects interest, fees, payments and credits since a particular date, the itemization date ( THEY DID NOT PROVIDE The current amount of the debt as of when the validation information is provided Information about your debt collection rights, including language that : If you dont dispute the debt within 30 days the debt collector will assume the debt is valid If you do dispute the debt in writing within 30 days the debt collector must stop collection until it provides you verification of the debt. WE HAVE DISPUTED IT ALREADY THROUGH CFPB AND THE BANKS HAVE MY MOHTER 'S CASH IN THEIR BOOKS AND HAVE NOT PROVIDED CLEAR AND FAIR ACCOUNTING, THEY COLLECTED IN COURT
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02/08/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Servicemember |
Our mortgage was sold to Nationstar Mortgage LLC d/ba Mr. Cooper late last year, 2022, and they have force placed insurance on our mortgage. We have attempted to upload more than six times our updated flood insurance information only to receive every time an error message " Email input error. '' Their website address is XXXX XXXX XXXX XXXX XXXX XXXX XXXX We have tried to upload the documentation in .pdf regular and compressed format in addition to .jpg format all receiving the same error on multiple different dates from multiple computers only to receive the same error message. I emailed the policy documentation to Mr. Cooper at XXXX and also to XXXX and have never received an acknowledgment of receipt or any type of response. Our insurance company, XXXX XXXX XXXX, advised me that they faxed the updated flood insurance policy information requested to Mr. Cooper as well. I have called Mr. Cooper. I have chatted with Mr. Cooper. I have emailed Mr. Cooper. There is absolutely no assistance or resolution for this. I was simply told that they would research this and get back to me within 5 to 7 business days. I filed a complaint with the Better Business Bureau and attached to the complaint the requested proof of flood insurance. Mr. Cooper simply recently responded with a letter asking me for the email address of where I sent the proof of flood insurance as they have not received it and they still will not remove the force placed insurance. The complaint filed with the Better Business Bureau against Mr. Cooper had the proof of flood insurance attached to it so they do absolutely have the necessary documentation to resolve the problem and cancel the force-placed insurance policy placed on our mortgage. They are denying that they do not have the documentation by simply asking me for the email address that I sent it to and saying they have not received it. They have taken money from our escrow account and used it to purchase a policy of insurance that we do not need and did not authorize them to purchase. It is unethical. I can not believe they are doing this sort of thing to their customers. Back in 2014, there was a class action suit against Nationstar for force placing insurance on their customers. Unbelievable that Nationstar is now doing it to their customers again under a new name, Mr. Cooper.. I have NEVER had an insurance company conduct business in this manner. I posted on their XXXX page about the problem earlier this week and they advised to call them for help. I decided to call to give them another opportunity to fix the problem and all I got was we are researching the issue and can not help you at this time. No customer service whatsoever. Worst company I have ever had the pleasure of dealing with on our home mortgage and we can not do anything about this because they bought our mortgage so we are stuck with them.
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04/18/2019 |
Yes |
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- Trouble during payment process
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Web |
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Dear CFPB customer service representative, I am writing to your office in regards to a 30 year FHA mortgage loan that I have been paying for the last XXXX years. My principal Complaint/Concern is that this loans MIP/PMI is still being charged even though the FHA loan criteria terms have been all met since XX/XX/XXXX.
I need confirmation from the pertinent agency/department in regards to my LOAN # XXXX, which is an FHA loan, originated by XXXX XXXX in XX/XX/XXXX, then Sold to Nationstar, and now being serviced by Mr. Cooper. I have been paying PMI/MIP. for the last 5 years and 11 months. My understanding was that XX/XX/XXXX was the 5 year maturity date of the FHA pmi. And so, I am hereby requesting a formal review and ensuing confirmation that this PMI/MIP will no longer have to be paidAGAIN!. Previously when I called, I was told by NATIONSTAR ( My loan servicer at the time ) that the PMI/MIP will automatically be stopped at the 5 year anniversary. However, it hasnt been stopped as of yet. I want and need confirmation IN WRITING of such transaction so as to have the pertinent documentation on file for future reference. I am considering court action due to the corrupt bait and switch tactics employed by FHA in connection with the mortgage companyillegal and designed to saddle the homeowner with a PMI/MIP for much longer than necessary/stated. Point of fact, I met all of the criteria stated by the FHA regulation. However, I was not cleared of the PMI because of a catch 20/20. Meaning that the total amount due in 5 years will NEVER equal the 78 % LTV ratio. And, it is oddly designed to do that-on purpose. The 78 % LTV Ratio can NOT be achieved under the current terms due to the fact that the current value of the house is NOT taken into account, therefore the equity available does not count. That in turn means that NOBODY who borrowed under those terms will have enough equity to be free of the PMI. Therefore, we are stuck with the PMI for much longer than the XXXX years stated on the FHA criteriathat is unless I pay down an extra {$20.00} thousand-plus-dollars, which I can not afford to do. That is why the FHA rules are a well-designed scheme to saddle homeowners like myself with a PMI for longer than stated on the contract. What a horrible thing to do to consumers! I wonder if senators XXXX XXXX, XXXX XXXX and XXXX XXXX who are consumer advocates approve of this? My goal is to get consumer advocates involved as well as the CFPB officers to look at this scheme under scrutiny and hopefully abolish such predatory practices on hard-working, tax paying, American consumers.
I have further documents/proof from XXXX XXXX, Nationstar and Mr. Cooper available upon request.
I thank you all in advance for your help and support in this most important matter.
In perpetuity, XXXX XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX XXXX XXXX
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12/16/2021 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
Another Lie again from Mr. cooper They claim they're sending resolution letters when they are only acknowledging the complaints to only stall then ask for redundant information that was already supplied .. they had 1040 already on file from prior years they had itemized information from my unemployment when the total income provided from the government itself 4056t was signed yet in XXXX when i provided updated income after they waited for the XX/XX/XXXX mod to expire then the next year they say they still needed a 1040 when i haven't even filed taxes for that year so all the information would have been provided on the prior 4056t showing nothing was filed yet they kept up with the narrative that they NEED my 1040 along with the same documents less than 60 days from a person with a fixed income from the government. I email MR cooper and told them i would agree to a modification but im not incorporating extra interest cause it wasnt my fault on the delay and they have lost paper work or lied since the beginning BECAUSE OF THIS COMANIES hard stance i had. Where in these letter dated on the days they say do you se a RESOLUTION??? Its more trickery with words and schematics because time and the government is always on their said All of the of these DENIAL DAYS ARE MISLEADING since XXXX Mr cooper has YET to produced a complete concise modification documentation that shows all instruments that were necessary to consider my worthiness but they supply a lot company propaganda that keeps them marginally compliant within the definitions of federal and state laws where do these resolution letters fall within the 1024.35 Error resolution procedures. statutes?? Because MR cooper says the magic catchphrase we determined that no errors are committed all is forgiven and lets proceed with our cover up and designed foreclosure process Mr cooper You need extra time to pull documents that should be readily available on your server? You disingenuously send form letters in attempt to show you're compliant but its just that you're a PROFESSIONAL SWINDLER if its not a 4056t you need a 1040 if not that you need a hard ship affidavit or you need income and all this is being SUPPLIED DIRECTLY TO YOU AND YOU STILL DROP THE BALL .... these attachment show on the day cooper claims i got a " resolution letter '' it was just acknowledgment of complaint and when deadlines were needed to be met I MET THEM and then they allowed this to be drawn out and then i got very upset about the lost of time and the accumulated interest and after EVERYTHING I ENDURED I HAD ENOUGH OF THIS!!!
please MR COOPER SHOW ME WHERE THESE " RESOLUTION LETTERS '' RESIDE ON YOUR PLATFORM I SEE COMPLAINT ACKNOWLEGEMENT LETTERS COME ON USE YOUR BIG BRAIN AND TELL ME HOW THIS ISNT MISLEADING AND HOW YOURE NOT TRYING TO FABIRACTE THINGS TO YOUR OWN END MR COOPER
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09/06/2021 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Older American, Servicemember |
My Name Is XXXX XXXX XXXX XXXX. I am a XXXX-year-old XXXX XXXX Male. I am a veteran. i am XXXX XXXX XXXX. I work full time. I am a XXXX for the XXXX department for 6th largest XXXX XXXX in the Country. My address is XXXX XXXX XXXX. XXXX XXXX XXXX. The property is in XXXX XXXX. My Mr. Cooper Mortgage account # is XXXX.My Loan Application # is XXXX On XX/XX/2021 I was offered a VA re finance Loan by Mr. Cooper Mortgage . This is a special program offered to veterans to lower their interest rate. Mr. Cooper currently hold the loan on my house. Ms. XXXX XXXX ( XXXX ) is the loan Manager and Ms. XXXX XXXX ( XXXX XXXX ) in the loan processor. Ms. XXXX sent me a disclosure offering me a 2.3 % interest rate lowering my monthly payment by {$400.00}. XXXX per month on are about XX/XX/2021. I docu signed for processing. The underwriter Inspiring Closing, Ms. XXXX XXXX, then started their process. Due to XXXX treatment and XXXX XXXX, I added my minor daughter 's name to my Deed as survivor in residence. I received a request From Ms. XXXX to send over my daughter 's birth certificate, I am her biological father listed on her birth certificate and I was told to get a Guardian ship court order. I had my minor daughter 's name removed from the deed.
I was also told to get flood insurance, which the FEMA flood maps show that my House is not in a flood zone. My existing mortgage did not require flood insurance the mortgage is with this same company. There was no prior request to get flood insurance My loan was declined. I have not received a reason for the decline. This is discrimination because I am of XXXX color. I meet all the requirements to qualify for this VA refinancing. 80 % of people of XXXX color are discriminated against by Mortgage lending institutions. Because of this institutionalized discrimination only 42 % of the XXXX skin and XXXX population in America are homeowners. 75 % of the white population own property. Therefore, people of color are denied home ownership despite their service to this country, and hardworking taxpayer which I have worked 48 years, I am being denied equality just because I am of brown skin. Iam seeking equal justice, and opportunity for the refinancing under the law. I believe Mr. Cooper mortgage is in violation of my rights to be treated equal as a citizen and taxpayer. If I were white, I would not be held to this scrutiny. My question is are all applicants held to this standard of treatment? Are XXXX Americans held to this standard when seeking to reduce their interest rate with there existing mortgage company? I will continue to pursue this matter with other agencies as I am trying to prepare for my retirement because of my age and medical condition. This re finance is necessary.
Other contacts for Mr. Cooper Mortgage : XXXX XXXX ( XXXX ), XXXX XXXX XXXX, XXXX XXXX
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03/31/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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I have had following 3 loan # s in COVID-19 related forbearance with Mr. Cooper/Nationstar Mortgage with the unpaid balances as follows : # XXXX for {$360000.00} ( primary residence ) # XXXX for {$110000.00} # XXXX for {$120000.00} I just finished trial payments and was approved for a loan modifications for all 3, however the Mod. Agreements they sent me had a paragraph that basically directs me to transfer leasing authority to the lender even if I'm not in default.
I called the Customer Service on XX/XX/XXXX and the rep. agreed that the language needed to be added and stated that I should add the statement about applicability only if I'm in default which is what I did. However, a week later, they sent me a note saying that I either need to sign the agreement as is w/out any changes or face foreclosure -THIS INTIMIDATION WHEN THEY MADE A MISTAKE, IS NOTHING BUT PREDATORY LENDING!
Yesterday, I called the service again and followed up with an email below. Today I called them and told them that if I didn't receive a written confirmation of what rep told me over the phone, I would be filing a complaint w/CFPB.
They have not responded since and the pmt is due tomorrow.
-- -- -- -- -- Forwarded message -- -- -- -- - From : Luxury Realty XXXX Date : Tue, XX/XX/XXXX at XXXX PM Subject : URGENT : Loan ( # XXXX ) Modification Agreement language To : XXXX Hello, I'm contacting you regarding the ticket # XXXX that I received via secure Message Center in response to the issue I reported on XX/XX/XXXX w. the Modification Agreement I signed. Specifically, Section 6 ( g ), paragraph 1 implies that Mr. Cooper can take over existing leases or execute new ones, regardless of whether my loan is in foreclosure status or not.
I called the Cust. Service on XX/XX/XXXX about this issue and the rep agreed that the language should indicate that paragraph being applicable only if I default on the loan and told me that I should add that statement and initial it, which is what I did the same day ( see attached ).
I just got a letter stating that the agreement language can't be modified so I called again and the rep confirmed the same, but also confirmed that Mr. Cooper would never try to change any existing leases or start new ones unless I was in foreclosure.
Verbal confirmation is great, but I need someone to respond to this email stating the same in which case I will send back that page w/out my handwriting ; basically something that tells me that my current tenants are not going to be asked to leave or I'm told that I need to lease the property to a new tenant.
Same exact issue exists on agreements for my other 2 loans, but a single email or letter ( if that's easier ) that states that Sec. 6 ( g ) Paragraph 1 is applicable when loan is in Foreclosure status will be sufficient.
Thank you.
XXXX XXXX
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06/21/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
My loan was originally with XXXX XXXX They offered me a loan modification in late XXXX of XXXX. They sent me documents in XXXX of XXXX, but I also received notice that they sold my loan to Mr. Cooper/XXXX loan servicing. When I contacted Mr. Cooper in XXXX of XXXX they said they would honor the terms that XXXX XXXX offered me on the modification. Also stated that they haven't received the whole loan file yet, so they don't know what the terms are yet. On XX/XX/XXXX I email Mr. Cooper thru their portal advising them of my modification from freedom. They replied back with my dedicated specialist XXXX XXXX. On XX/XX/XXXX I received loan modification documents that were slightly different from the one from XXXX XXXX When I received the documents I tried to contact XXXX but we play phone tag and never got a hold of each other. On XX/XX/XXXX I sent an email in their portal following up on my modification and the difference between their mod and XXXX XXXX. Sometime in XXXX I sent them the loan modification documents that Mr. Cooper sent me via they XXXX envelope. On XX/XX/XXXX I sent a follow up email asking the status and just received a general response. Then On XX/XX/XXXX in the morning I sent another follow up email asking the status of my loan modification. Later on in the afternoon I logged back into the system and saw my loan modification was denied. In the afternoon on the XXXX I sent an email in the portal as to why I was denied. Around XX/XX/XXXX or XXXX I received a mail in the afternoon saying my loan modification was denied due to lack of executing agreement. On XX/XX/XXXX I called and spoke to a general representative and they told me my loan modification was denied because I didn't submit my trail payments. I told her that I was waiting on a response from them if the loan modification was approved. In the portal the status of the loan modification stated reviewing documents submitted. She stated she was going to place a ticket in with upper management to see if they can honor the original loan modification terms. On XX/XX/XXXX I called to speak to a supervisor directly. The supervisor stated that the reason for my loan denial was because the reduction wasn't sufficient to meet their criteria. Not really sure what that means, but I want the original loan modification that was offered. She stated that this wasn't an option and that more than likely my request would be denied. Then on XX/XX/XXXX I received a new loan modification package with non favorable terms, basically the loan modification is more than my original payment. Completely different from the original loan modification offered. I contacted the VA loan servicing department and they stated that my lender should honor the VA Refund loan modification that was offered.
I have attached the following documents to this email.
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05/18/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
Please note previous CFPB complaint id : XXXX XXXX which was closed as resolved. However, Mr Cooper ( a/k/a Nationstar Mortgage ) still has not resolved the problem.
Owner : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX LA XXXX Due to the insurance crisis in Louisiana, many insurers have left XXXX XXXX leaving only XXXX XXXX to insure properties. As an upstanding citizen, I immediately received updated insurance with XXXX XXXX. The updated insurance policy was sent to Mr Cooper too many times to count, from both XXXX XXXX XXXX and myself, by emails, fax and uploads to their site, which did not remain after two previous uploads. The insurance department was in receipt of updated insurance providing emails stating " nothing due nor action required ''. However. servicing does not appear to communicate with the insurance department as they repeatedly send mail and emails stating lapse in insurance and added escrow and late fees to be added to my mortgage, which I have never escrowed, which also caused more calls and attempts to send proof of insurance.
After I provided initial complaint to CFPB id : XXXX XXXX, this non-issue seemed to be resolved as a letter from Mr Cooper was received stating insurance received with no additional escrows would be added to my account and it would take up to 10 days to remove the added fees on my mortgage However, shortly after receiving that letter, I was also mailed a check in the amount of {$150.00}, which I did not cash as it should not have been received since this was due to fees that should not have been applied to my account and did not require a refund ( check attached ). Despite receiving an unwarranted refund, I continually receive emails stating that I am late with a negative amount showing due to escrow and late fees. Mr. Cooper 's website shows a balance due of {$760.00} where as my XXXX mortgage statement shows total due in the amount of {$1400.00} rather than my fixed payment at {$690.00} per month, which is paid directly from my bank account every month, which means that I have never been late. nor escrowed. Please see attached last 13 month payments from my XXXX bank account along with XXXX XXXX correspondence dated XX/XX/2023, as part of feedback from my initial CFPB complaint, which also includes their accounting of repeated late fees/ escrows falsely added to my mortgage. Again, I have never had escrows nor have I had a lapse in hazard or flood insurance. I have attempted to speak to them and I can not get anywhere as service representatives do not comprehend what has incorrectly taken place on my mortgage. I feel it is abuse to repeatedly receive emails stating that I am late / past due on my mortgage. Please have XXXX XXXX update my mortgage correctly without any late fees nor escrows. Thank You.
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07/22/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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i wrote, called and worked with representatives regarding my loan modification with XXXX that i did not receive my modification in XX/XX/XXXX after paying three trial payments XXXX, XXXX, XX/XX/XXXX ) all documented to XXXX and Nationstar.
Still looking for resolution all these years and correspondences, Mr. Cooper responded with their letter to me dated XX/XX/XXXX.
CASE NUMBER : XXXX the letter details that I withdrew my modification in XXXX of XXXX and thats why my modification was denied. I HAVE DETAILED RECORDS OF IMPLORING those reps i was dealing with or on phone with to get me the modification. that i was waiting for it after my payments were directly taken by XXXX. in this correspondence of XX/XX/XXXX they included a letter from XXXX - stating that I withdrew my modification! I was calling looking for my modification IN XXXX and XXXX and again in XXXX -- -where was this letter then?
ALSO IN this correspondence is the Nationstar mtg letter to me stating they are taking over my mtg and that they are charging me $ XXXX in interest {$900.00} in fees and $ XXXX in escrow advances.
NONE OF WHICH I WOULD OWE IF MY LOAN WAS MODIFIED AS I WAS TOLD IT WAS BEING MODIFIED BY BOA IN XX/XX/XXXX.
I WAS FIVE PAYMENTS BEHIND AS OF XX/XX/XXXX, WHEN I MADE MY FIRST TRIAL PAYMENT XX/XX/XXXX, XXXX XX/XX/XXXX AND XXXX XX/XX/XXXX TO XXXX.
FIVE PAYMENTS OWED AS OF XX/XX/XXXX.
MY REAL ESTATE TAXES WERE ON TRACK BECAUSE I PAID THEM UNTIL ENTERING INTO THE MODIFICATION!
TAXES WERE UP TO DATE THRU XX/XX/XXXX!
I NEED MR COOPERS OFFICE OF THE PRESIDENT AND CEO TO CONTACT ME DIRECTLY TO GO OVER THIS LOAN. IT TOOK NATIONSTAR THREE YEARS TO APPROVE A LOAN I WAS ALREADY APPROVED FOR MOD AND DONE XX/XX/XXXX. FIVE PAYMENTS BECAME 50 AS indicated in the letter. mr cooper also sent me the details of the payments they received, charges, WHAT INTEREST WAS I CHARGED? i see from the onset XX/XX/XXXX $ XXXX plus fees. NATIONSTAR would NOT ALLOW ME TO CONTINUE TO MAKE PAYMENTS ... THEY SAID I HAD NO LOAN. IT WAS A BAD LOAN AND I WASNT GETTING APPROVED!
i should not be charged for the three years NATIONSTAR took to offer me a modification i was up to date on my real estate taxes thru XX/XX/XXXX.
XXXX transferred my loan to NATIONSTAR and NATIONSTAR ignored my pleas for three years, adding to EMOTIONAL, PHYSICALLY DEBILITATING AND FINANCIAL STRESS.
MY CREDIT WAS RUINED. I would like to talk to someone about removing the missed payments from my credit, i paid every month other than the five missed and would have continued to pay and asked continually for someone to take my payment, i have it documented! The bank took over my r/e tax payments when i did the modification, no longer allowing me to pay for those, i should only be charged for the taxes and house insurance payments the bank made, pls help. XXXX
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01/22/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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Pursuant to Florida statute 28.222, the clerk of the circuit is the recorder of all instruments that may be required or authorize by law to record. Florida Statute 695.26 ( XXXX ), outlines the legal requirements for recording instruments affecting real property " NO INSTRUMENT BY WHICH THE TITLE TO REAL PROPERTY OR ANY INTEREST THEREIN IS CONVEYED, ASSIGNED, ENCUMBERED, OR OTHERWISE DISPOSED OF SHALL BE RECORDED BY THE CLERK OF THE CIRCUIT COURT UNLESS : ( D ) THE NAME OF ANY NOTARY PUBLIC OR OTHER OFFICER AUTHORIZE TO TAKE ACKNOWLEDGMENT OR PROOFS WHOSE SIGNATURE APPEARS UPON THE INSTRUMENT IS LEGIBLY PRINTED, TYPEWRITTEN, OR STAMPED UPON SUCH INSTRUMENT IMMEDIATELY BENEATH THE SIGNATURE OF SUCH NOTARY PUBLIC OR OTHER OFFICER AUTHORIZED TO TAKE ACKNOWLEDGMENT OR PROOFS.
Florida Statute 695.03XXXX " To entitle any instrument concerning real property to be recorded, the execution must be acknowledged by the party executing it, proved by a subscribing witness to it, or legalized or authenticated by civil-law notary or notary public who affixes her his official seal, before the officers and in the form and manner following : ( XXXX ) WITHIN THE STATE OF FLORIDA - '' AN ACKNOWLEDGMENT OR PROOF MADE WITHIN THE STATE MAY BE BEFORE A JUDGE, CLERK, OR DEPUTY CLERK OF ANY COURT, A UNITED STATES COMMISSIONER OR MAGISTRATE, OR NOTARY PUBLIC OR CIVIL -LAW NOTARY OF THIS STATE, AND THE CERTIFICATE OF ACKNOWLEDGMENT OR PROOF MUST BE UNDER THE SEAL OF THE COURT OR OFFICER, AS THE CASE MAY BE. ALL AFFIDAVITS AND ACKNOWLEDGMENTS HERETOFORE MADE OR TAKEN IN THIS MANNER ARE HEREBY VALIDATED.
THE STATUTES ARE CLEAR... .IN THE STATE OF FLORIDA A VALID MORTGAGE FOR RECORDING MUST CONTAIN ACKNOWLEDGMENT FOR ALL SIGNATURES. A MORTGAGE NOT NOTARIZED OR LACKING ACKNOWLEDGMENT CAN NOT BE RECORDED OR ACCEPTED BY THE CLERK PURSUANT TO THE FLORIDA STATUTES.
Mr Cooper and their legal counsel Choice Legal Group, P.A. HAVE ENGAGED IN PUBLIC CORRUPTION WITH THE XXXX-XXXX XXXX XXXX XXXX OF THE CLERK OF COURTS. ON XX/XX/2020, THE LEGAL GROUP CAUSED TO ILLEGALLY RECORD THE INSTRUMENT DEEMED NOT VALID FOR RECORDING AT THE XXXX XXXX XXXX WHICH IS A CLEAR VIOLATION OF THE MENTIONED FLORIDA STATUTES XXXX
THIS COMPLAINT SERVES AS PROOF IN THAT THE CONSUMER FINANCIAL PROTECTION BUREAU WERE GIVEN SUFFICIENT PROOF OF PUBLIC CORRUPTION AND PROOF THEREOF VIOLATION OF FLORIDA STATUTES : 28.222, 695.26, 695.03. THIS COMPLAINT SERVES AS PROOF THEREOF IN THAT THE CONSUMER FINANCIAL PROTECTION HAVE BEEN GIVEN CLEAR AND CONVINCING PROOF FRAUD, UNFAIR BUSINESS PRACTICES, AND PUBLIC CORRUPTION IN CONNECTION WITH THE ILEGAL RECORDING OF AN INSTRUMENT AFFECTING REAL ESTATE PROPERTY. ACTION IS HEREBY REQUESTED FROM THE CONSUMER FINANCIAL PROTECTION. LET SEE HOW MUCH INTEGRITY THE BIDEN ADMINISTRATION HAVE OVER PUBLIC CORRUPTION.
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03/30/2021 |
Yes |
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- Trouble during payment process
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Web |
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In XXXX my husband and I filed for Chapter XXXX bankruptcy after a job loss. Our mortgage was not included in the bankruptcy, and we were not behind on any payments. We continued to pay our mortgage directly each month. 6 months after we filed our bankruptcy, our original mortgage lender sold our loan to Nationstar ( dba Mr. Cooper XXXX. We continued to make payments to Nationstar each month. Nationstar did not allow us to use their website to access our account information and only sent statements each month, often arriving only 3 days before the payment due date. On XX/XX/XXXX, I sent a regular payment of {$4100.00} to Nationstar, expecting it to be credited to our mortgage for the XX/XX/XXXX payment. On XX/XX/XXXX, I received a statement that showed the payment was not credited as usual but instead held as partial payment ( unapplied ). I figured as long as they received the payment, they would credit it or send a letter explaining why. A letter never came. I continued to make monthly payments on our mortgage until I called to inquire about the suspense account and why that was still not applied. I was given a couple of different answers from Nationstar representatives and eventually told to send a request to their research department email. They would find out where the payment was. I never heard back from the research department. In XX/XX/XXXX, I received our yearly tax statement that showed a different balance than my records showed and a letter sent to our bankruptcy attorney petitioning the court to increase our payment to cover an escrow shortfall. Since they never credited the payment they are holding in suspense, they never receive the escrow amount for the XX/XX/XXXX payment, so they showed that our escrow balance was short. With our attorney 's assistance, we sent a letter asking about why they were holding {$4000.00} in a misc suspense account instead of crediting it to our mortgage and escrow accounts. The response we received was that the payment of {$4100.00} was determined to be short ( unknown why, but probably due to " fees '' they add due to the bankruptcy ), and when a payment is short, it is held in a suspense account until the remaining balance is paid. With that information, I sent in a payment of {$200.00} and copies of the statement showing the funds in the misc account and asked Mr. Cooper to transfer the funds from the suspense account and apply it to the XX/XX/XXXX mortgage payment. I heard nothing until XX/XX/XXXX, when I received the regular statement showing they were now holding the {$200.00} in the partial payment account and wanted an additional {$4000.00} on top of our newly increased payment of {$4300.00} for XX/XX/XXXX and XX/XX/XXXX. I can not get them to release the funds they are holding, and they have increased my payment because of this.
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04/29/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
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I have tried unsuccessfully to get Nationstar dba Mr. Cooper to fix inaccurate information off of my credit reports regarding a former mortgage that I had. I have also gone to each of the credit bureaus to get information corrected without any success. This includes XXXX, XXXX and XXXX.
My former mortgage with this company shows that my account is actively 120 to 150 days late and in a derogatory status. I am being denied student loans because of this matter. Home was sold in XXXX and of XXXX in a short sale due to divorce. My credit shows account is in a delinquent and derogatory status and is currently at least 120 days past due.
I contacted credit bureaus and Nationstar many times now. Nationstar provided me with a copy of the mortgage release when property which was located at XXXX XXXX XXXX XXXX XXXX MD XXXX under loan number XXXX. I have sent to bureaus to demonstrate there is no current outstanding balance, it is not in a current derogatory state and no money is owed any longer. Home sold and home transferred to new homeowners at that time. The other issue with Nationstar/Mr. Cooper is that I even had an offer for a higher sales amount to sell home in XXXX and it was denied. Home didnt sell for many months past that and another offer came in lower and was accepted. Meanwhile, the home sat and continued to negatively affect my credit in the process. I guess that is why there is a class action law suit against this company for repeated violations from foreclosures and short sales.
Anyhow, I did manage to have XXXX report corrected in XX/XX/XXXX. But, it has since recently changed again to a derogatory status and currently late 120 days. I have tried to contact bureau and have been unsuccessful in getting this corrected. All parties involved are not fixing this issue. I cant even make any more requests to the bureau because they are verifying the accuracy as correct due to information verification received from Mr. Cooper.
This is a blatant violation at multiple levels and clearly violating my rights under the Fair Credit Reporting Act. Neither the credit bureaus not Mr. Cooper are correcting the data. Data gets periodically updated with wrong information, account keeps getting re-aged and doesnt reflect the accuracy of this former account.
I am requesting help because I am not sure what else can be done on my part. I need the bureaus and Nationstars assistance in helping to resolve this matter. I have called, emailed and done everything humanly possible without success. This account needs to updated to reflect accurate information immediately or be deleted from my credit report. There has been ample time to resolve this.
I can not get a student loan for my daughter because of a currently delinquent status and incorrect reports being made. Very wrong and unfair.
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07/29/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Nationstar Mortgage ( XXXX Mr. Cooper ) paid my homeowners insurance twice from our mortgage escrow account ( on XX/XX/XXXX and XX/XX/XXXX ). They received a refund from our insurance company for one of the payments ( {$3700.00} ) in XX/XX/XXXX but neglected to apply the refund to my escrow account.
I received a revised escrow statement on XX/XX/XXXX showing an increase in our monthly escrow payment ( to start in XX/XX/XXXX ) of {$900.00} per month. I immediately called Mr. Cooper 's customer care line at XXXX to understand the increase. It was clear on the call that the insurance payment was sent twice and the refund had not been applied to my escrow account. The agent said she would initiate a ticket in her internal system to rectify the refund issue. She did not submit the ticket, as I confirmed on a later call.
I called back several weeks later to learn that no progress had been made. I was told it would be another 7-10 business days and that I should not pay my XXXX mortgage payment until the matter was resolved. However, after several more phone calls, I was told that if I didn't pay by XX/XX/XXXX, I would be penalized and show a late payment on my credit report. I paid the requested mortgage and escrow amounts to Mr. Cooper ( including the escrow overpayment ) on XX/XX/XXXX.
I have called back multiple times with no progress. On XX/XX/XXXX, I was finally connected with a Mr. Cooper representative on the " Executive Resolutions Team '' who is now managing my case. Her messages are unhelpful and only communicate that they are still investigating.
I have been told that Mr. Cooper did receive the refund from my insurance company in XX/XX/XXXX but that the refund was applied to the incorrect mortgage account. To correct this, Mr. Cooper needs to find the deposited refund check to get the incorrect mortgage account number from the back of the check in order to transfer the funds to my escrow account. I continue to be told that they are investigating ( I was originally told 5 days, but that passed without resolution ). My XXXX payment will be due soon.
This is fraud. Mr. Cooper readily admits that they have the funds but applied them to the incorrect account. This is not my issue. I have asked Mr. Cooper to apply the correct funds to my account and re-evaluate my escrow payments. They have not. They should deal with the internal accounting issues in their own time without impacting my monthly mortgage payment. Instead, I continue to be forced to overpay a substantial amount while they collect interest on the overpayment.
I am writing request the CFPB 's assistance in this matter. Mr. Cooper does not dispute the facts ; however, they refuse to apply the funds to my escrow account and continue to require an additional {$900.00} per month to which they are not entitled.
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05/17/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My complaint is about Mr. Cooper, AKA Nationstar Mortgage. In the spring of 2020, we applied for and received forbearance due to the pandemic. Our trouble started when we began trying to bring the loan back out of forbearance. First, we could not get a straight answer about what kind of repayment plan we were entitled to. After a couple of months we got a modification plan approved and submitted three test payments. At that time I submitted an additional payment online to cover an outstanding escrow amount, so that it would not be rolled in to the new principal amount of the loan. This payment vanished into some kind of " unapplied funds '' and was perhaps applied later, though we have never received a detailed accounting of this.
Then in XXXX we were sent the papers to sign for the reconfigured loan. We signed and returned them immediately. We received some texts and robo-calls which my phone filtered as spam, with no messages left. There were no account messages nor emails during this time. Because I was receiving multiple calls from the same number I decided to call it back, and it turned out to be Mr. Cooper. They told me I had an amount due to " book '' the loan modification and the agent told me that it was to cover escrow payments. I asked him to tell me where my unapplied escrow payment had gone. He said he would escalate the matter and get back to me. He never called back. From this point in the story I am attaching my note log. Currently it is XX/XX/XXXX, we have sent our XX/XX/XXXX payment on XX/XX/XXXX, it was again listed as " unapplied funds, '' and we continue to get dunned about payment of the XXXX bill. Throughout the process I can never get a straight answer, and seldom get the same answer from two different representatives. And, this matter of the " unapplied '' funds that I have sent to them is inexcusable.
Also, I never have spoken to the same customer service agent twice. Each person gave me different advice. XXXX in XXXX let me know that people in Customer Service are trying to be helpful but really shouldn't give advice outside their scope, as I had gotten steered wrong a couple of times. Furthermore, I was only able to call XXXX in Escalation back because I captured her direct number when she called me back. Theoretically there is a person in customer service called XXXX XXXX who is assigned to this account, and each time I have called I have first been routed to his voicemail, which always says he is not available. Any time of the day or night, not available, over an 8-month period. Frankly I suspect that he is a fictitious person, set up to make me feel some kind of " personal touch. '' I can't help but feel that if there really was a single point of contact, that person could have shepherded this situation to a satisfactory conclusion much sooner.
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09/14/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I am in Ch XXXX bankruptcy, and the servicer refused the full XX/XX/2019 mortgage payment of {$1400.00} I made, and returned it to my bank on XX/XX/2019. Here is a timeline of events : On XX/XX/2019, I called Mr. Cooper ( the servicer ) because my XX/XX/2019 mortgage payment was refused, and I was instructed to call their counsel, XXXX XXXX XXXX. A few minutes later, I called XXXX XXXX XXXX and was told that XXXX payment was refused because my account status was mistakenly changed to active foreclosure in Mr. Coopers computer system. Following the phone call, I sent an email to XXXX XXXX XXXX confirming the conversation. A follow-up email was also sent to XXXX XXXX XXXX that included correspondence from my banks Bill Pay department regarding the returned mortgage payment.
During this time, XXXX XXXX XXXX was conducting an audit of my mortgage account. After conducting an audit of my mortgage account, they informed me on XX/XX/2019 that they had withdrawn their Notice of Intent filed on XX/XX/2019. That same day, I contacted Mr. Cooper to make mortgage payments for XX/XX/2019 and XX/XX/2019 and was told that my account status had to be updated in their system before payments are accepted again. I was also told that I would be sent a statement once my mortgage account status was fixed.XXXX XXXX XXXX filed another Notice of Intent on XX/XX/2019 while I was waiting for Mr. Cooper to fix my account status and accept payment from me again.
On XX/XX/2019, I received a mortgage statement dated XX/XX/2019 but it reflected an inaccurate balance of {$850000.00}. My monthly mortgage payments are {$1400.00}, so the correct amount due should be {$5600.00} for XXXX, XXXX, XXXX, and XXXX.
On XX/XX/2019, I filed a Response to XXXX XXXX XXXX most recent Notice of Intent ( they have filed and withdrawn 3 Notices of Intent within the last 6 months ), and the U.S. Bankruptcy Court for Maryland has scheduled a hearing for XX/XX/2019 to help me resolve my mortgage account issue.
On XX/XX/2019, I sent a payment of {$4200.00} for XXXX, XXXX, and XXXX mortgage payments. However, on XX/XX/2019 around XXXX EST, a customer service representative in Mr. Coopers bankruptcy department said that my account status was still not fixed so the payment may be returned. On XX/XX/2019, my mortgage payments for XXXX, XXXX, and XXXX were returned to my bank and stamped as refused.
Finally, in a Praecipe to the Circuit Court for XXXX. County, XXXX XXXX XXXX falsely claimed that the stay from foreclosure was recently lifted by the bankruptcy court and so foreclosure events will commence, but the stay is still in place according to the US Bankruptcy Court in XXXX. I subsequently sent a Notice of Error to Mr. Cooper, XXXX XXXX XXXX, and XXXX XXXX for refusing my payments and refusing to fix my account status.
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09/18/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Payment process
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Web |
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On XX/XX/XXXX I reviewed a response from Mr. Cooper regarding a communication they acknowledged receiving on XX/XX/XXXX, although they do not identify where they received this communication from.
The response is dated XX/XX/XXXX and appears to be a response to a complaint I filed with the Florida Attorney General, although that is not stated in their response.
The response from Mr. Cooper does not mention the Second and Final Notice to obtain hazard insurance or they ( RightPath Servicing ) will purchase hazard insurance on my behalf. I specifically mentioned this notice I received on XX/XX/XXXX from RightPath Servicing, in my complaint to the Attorney General, therefore, I can only assume this response is regarding my complaint even though there is no mention or explanation for RightPath sending this second and final notice, as requested by the Florida Attorney General.
Mr. Cooper cunningly omits information regarding the Second and Final Notice sent to me on XX/XX/XXXX because this is the basis of my complaint and is also definitive proof of deception by RightPath Servicing.
RightPath Servicing clearly stated Hazard insurance was needed on my property and goes on to describe this hazard insurance, that being, it would only cover the structure, such as the roof, of my property. I provided RightPath Servicing proof, multiple times, of having this hazard insurance coverage, as they described, through my HOA master policy.
In XX/XX/XXXX RightPath Servicing charged me for HO6 insurance and not hazard insurance as described in this Second and Final Notice. My mortgage payment was increased by {$1000.00} per month.
There is no mistaking what HO6 insurance coverage is and it surely isnt what was described as Hazard insurance in their notice dated XX/XX/XXXX.
This deliberately deceptive practice can cause many, like myself, to be threatened with foreclosure if they do not pay into this fraudulent scheme. Mr. Cooper is now refusing to accept my mortgage payments, after I did not sign the loan modification they sent me, a modification I did not request. I was, conveniently, pre approved for this loan modification I did not request or apply for.
I understand, per their response, that Mr. Cooper is now in the process of foreclosing on my property. I have sent RightPath Servicing monthly mortgage payment that they have refused to apply to my loan.
RightPath Servicing/Mr. Cooper has clearly violated the FDUTPA, The Florida Deceptive and Unfair Trade Practices Act with their deceptive practice, as stated above, and must be investigated. It is very likely, given the troubling history of Mr. Cooper, that a class-action law suit may be necessary.
Each response to the CFPB, by RightPath Servicing, claiming to have already addressed this issue shall be recognized as a separate offense.
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11/14/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
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Web |
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The complaint has never been addressed by Mr. Cooper. The complaint is specifically addressing ONLY the reported missed monthly payments of {$1900.00} for the months of XXXX 2019 as reported to XXXX and XXXX. The furnisher/ Mr. Cooper continues to report to XXXX and XXXX XXXX missed monthly payments of {$1900.00} for the period of XXXX 2019. This continues to be an erroneous report by Mr. Cooper, a year after the note has been satisfied.
Mr. Cooper and/or representing Mr. Cooper Attorneys or XXXX XXXX never provided notice, a request or filed any motion mandating monthly payments of {$1900.00} to my Attorney XXXX XXXX or to Judge XXXX of XXXX XXXX, Florida. There was no filed motion requesting monthly payments of {$1900.00} for 2019. Nor was any statement for 2019 received, submitted or demanded a monthly payment was due for any month in 2019 in the amount of {$1900.00}. As reported to CRA 's.
All documents provided by Mr. Cooper, were examined by Attorney XXXX XXXX, XXXX, Florida, Were examined by Mr. Cooper Attorney 's and examined by Judge XXXX of XXXX XXXX, XXXX XXXX, Florida. No such request was ever made in 2019 to make monthly payments of {$1900.00} in 2019.
Numerous requests under FCRA 623 have been requested from Mr. Cooper and to confirm accuracy of the reported erroneous missed monthly payments of {$1900.00} for XXXX.It is the obligation of the furnisher/ Mr. Cooper to correct or remove the monthly missed payments for 2019, per FCRA. Or remove delete the tradeline of misinformation.
623. ( a ) ( 8 ) ABILITY OF CONSUMER TO DISPUTE INFORMATION DIRECTLY WITH FURNISHER ( E ) if an item of information disputed by a consumer is found to be inaccurate or incomplete or can not be verified after any reinvestigation under paragraph ( 1 ), for purposes of reporting to a consumer reporting agency only, as appropriate, based on the results of the reinvestigation promptly -- ( i ) modify that item of information ; ( ii ) delete that item of information ; or ( iii ) permanently block the reporting of that item of information.
My request under FCRA 623 is the " accuracy of missed monthly payment of {$1900.00} for the period of XXXX 2019 '', not the validity of the debt. Two separate issues. To provide the documentation to evidence the monthly payment demand of {$1900.00} for 2019.
This is now become willful harm, defamation and Mr. Cooper is never been able to confirm the accuracy thru any written correspondence, motion or demand of the reported missed payment for the period of XXXX 2019. Nor disclose a paper trail there was a demand for monthly payments of {$1900.00} for any month in 2019. Therefore, they are obligated by Federal FCRA guidelines to provide an " accurate history '' to a consumer 's credit bureau or delete the erroneous information from the CRA 's.
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04/04/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Mr. Cooper is my mortgage home lender. I am in the process of loan modification due to the pandemic. The year XXXX the underwriter made an error. They had the wrong page and book number that had my former husband name on the mortgage which he was removed when i refinanced in XXXX. I am the sole entitled to the deed and title of my home. I wrote a letter to the underwriter which was sent via fax which they received. They never rewrote my modification mortgage as of this current date. I have called a total of 15 times in 1 year and 5 months. I was told in XX/XX/XXXX to make a trial mortgage payment for 3 months which i successfully completed. In XX/XX/XXXX, i was told my modification mortgage was sent via XXXX XXXX XXXX which i never received. In XX/XX/XXXX, they had me repeat the same process, 3 months trial mortgage, I again successfully completed in XX/XX/XXXX. My documents reported my new mortgage modification loan was sent out via XXXX XXXX XXXX Again, i never received. I called Mr. Cooper 2 times in XX/XX/XXXX And XX/XX/XXXX to make a mortgage payment which i was told " You can not make a mortgage payment until you receive your mortgage modification loan documents ''. I spoke to 4 agents in the loss mitigation department. ALL 4 agents informed me that i could not make a mortgage payment until my mortgage modification loan documents were returned which i never received. I received a call XX/XX/XXXX from # XXXX modification loan dept. This agent XXXX informed me that my loan modification was declined due to non payment for XX/XX/XXXX and XX/XX/XXXX. I explained the situation regarding i called to make a payment for XX/XX/XXXX and XX/XX/XXXX and they agent refused to take my payment. All my calls were documented. He could not give me an answer. He kept repeating " i did not make a payment for XX/XX/XXXX and XX/XX/XXXX therefore my load modification was decline ''. I tried several times to make payments for XX/XX/XXXX and XX/XX/XXXX and Mr. Cooper : s agents would not accept my payments. Each encounter that i spoke with an agent kept repeating the same verse " you can not make a payment until we receive your loan modification documents ". The agents told me they were sent out, which was a lie, i never received via XXXX XXXX XXXX. I could not make a payment on line either because they BLOCKED my payments. Each agent also kept repeating " i will notify the underwriters to have them send out another loan modification documents '' I made my XXXX mortgage payments for XX/XX/XXXX and XX/XX/XXXX with XXXX on XX/XX/XXXX. Mr. Cooper 's underwriters made a large error. They never sent out my mortgage modification documents. they lied and said they did which is untrue. I need help with serious situation. can someone call me immediately. Nothing is being done to correct this mistake.
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07/06/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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( 1 ) XX/XX/XXXX, I refinanced my mortgage with Nationstar Mortgage LLC d/b/a Mr. Cooper in an effort to decrease my interest rate.
( 2 ) From XXXX to XX/XX/XXXX I continued to make monthly payments ( {$2000.00} ) on time.
( 3 ) In XXXX I became aware that one of my payments was not applied to my mortgage balance resulting in a higher than expected balance and fees. However, my bank verified that all checks sent to Mr. Cooper were processed and deducted from my bank account.
( 4 ) I immediately reported this discrepancy to Mr. Coopper and requested that they investigate the issue. At first, Mr. Cooper indicated they had technical issues with processing ACH payments but that this will be resolved shortly. This did not occur. I followed up with Mr. Cooper weekly, by email and/or telephone but they were unable to locate the source of the discrepancy until XX/XX/XXXX.
( 5 ) On XX/XX/XXXX, after months of calling, Mr. Cooper verified that my checks were being applied to my previous loan number, which closed as a result of the refinance. Although they received and processed my XXXX mortgage payment, they issued a refund check by mail. After further diligence, I uncovered that I did receive a check from Mr. Cooper however because that check was not marked I presumed this may have been an overage from our Escrow account or refinance closing payment. Subsequently, I re-paid the XXXX mortgage payment.
( 6 ) During the time while Mr. Cooper was investigating the issue, they purposefully applied my current mortgage payments to the previous month and deceptively applied a late fee to the current payment. For instance, our timely XXXX payment was applied to XXXX, our timely XXXX payment was applied to XXXX, our timely XXXX payment was applied XXXX, and our timely XXXX payment was applied to XXXX. In all these instances we were assessed late fees each month and Mr. Cooper reported a derogatory remark to the credit bureaus ; resulting in a substantial decline in our credit rating.
( 7 ) We asked Mr. Cooper to remove the late fees of {$79.00} and derogatory remark, especially given the delay in resolving the issue around the missing XXXX payment was due to their inability to research and resolve the issue. We were told this was not something they can do.
( 8 ) This practice of applying current payments to the previous month and then assessing a late fee to the current month is unfair. It is especially unfair when the delay in resolving the underlying issue is the fault of the lender. Mr. Cooper took 3 months to verify that although they did receive and processed our XXXX payment they issued us a check which arrived without any notice that it was a refund of our XXXX payment. The 3 month late fees assessed is purely Mr. Coopers fault and as such we demand that these fees be removed.
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11/26/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
- Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
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Web |
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My mother, the owner of the property has passed away and now I have the property, but seeing as she's passed away a tenant has decided to stop paying. So I've fallen behind on payments. Now, because the mortgage company takes so incredibly long to remove the funds from my account, sometimes there won't be enough money. Then sometimes they'll take the funds on time then return it... I've called and tried to resolve this but they act very unprofessional and will not give me a real answer. From all this, I've fallen a bit behind. I'll be more financially stable once those tenants are gone, which is well on its way through court, so I make partial payments, by a certified cashier 's check by priority mail. I sent them 2 partial payments a couple months from each other, which should have brought everything current.
On the second check about a month later, I called to make sure everything was current and the foreclosure had ended and told me they accepted the first partial payment and this brought the account down to 2 months. The next check I sent them, on XX/XX/XXXX, they said they shredded it because I sent it to the wrong place. I had to cancel the cashier 's check. I was able to reissue it on XX/XX/XXXX, and send the cashier 's check, certified, to another address. I checked back in with them, by XX/XX/XXXX and they told me the first check wasn't the full amount they continued with default proceedings. Now, they told me, the foreclosure proceedings have begun and they won't accept anything except the full amount. Despite me telling them that according to the Consumer Financial Protection Bureau, they are meant to hold the partial payments in a suspense account and once it has accrued the full balance, it will be applied to the default amount, they said they shredded the partial payment and said that they'll foreclose within 6 months.
I've finally got the full balance, plus a month to them, in a certified priority mail check on XX/XX/XXXX. They told me on the XXXX, they won't accept it because it's hand written. I don't know what to say and I don't know what to do. They're making it impossible to pay them and at the end, I have been doing what I need to do to make sure I'm keeping up in this difficult time, and they seem to be making every single excuse possible not take take the money I am sending them. Even in full.
And I know that bringing the house down to 2 months late would have brought the house out of default but they continued, even though they accepted the certified check. No where on their statements in the " payment options '' section, is there anything about the check having to be a cashier 's check. Are they trying to be difficult for long enough so they can foreclose? They are using every excuse in the book not to accept the payments I am sending them.
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08/28/2023 |
Yes |
- Mortgage
- Reverse mortgage
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- Trouble during payment process
- Lien release
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Web |
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Investment XXXX XXXX XXXX XXXX XXXX, purchased a subject property located at XXXX XXXX XXXX, XXXX XXXX, XXXX FL XXXX and Certificate of Title was issued on XX/XX/XXXX by the XXXX XXXX Clerk of Courts ( attached ). Since taking ownership XXXX XXXX has made every effort and attempt to resolve issues on title. XXXX XXXX attorneys pulled an official title report in which the chain of title shows the following : 1. Assignment of Mortgage - XXXX : XXXXXXXX XXXX XXXX XXXX XXXXXXXX ( XX/XX/XXXX, from XXXX XXXX XXXX XXXX Assignor, to NATIONSTAR MORTGAGE LLC D/B/A CHAMPION MORTGAGE COMPANY, ASSIGNEE ).
XXXX. Corporate Assignment of Mortgage - CFN : XXXX Book XXXX Page XXXX ( XX/XX/XXXX, from NATIONSTAR MORTGAGE LLC D/B/A CHAMPION MORTGAGE COMPANY, ASSIGNOR, to Secretary of Housing and Urban Development , Assignee ) .
XXXX. Deed - XXXX XXXX XXXX XXXX XXXX XXXX ( Deed shows inconsistencies and does not reflect the proper chain of title and recordings.
XXXX. Notice of Default and Foreclosure Sale - XXXX XXXX Book XXXX Page XXXX - Conflicting Information - The Secretary of Housing and Urban Development will bid {$300000.00} - if the mortgage is indeed owed why did HUD bid if there was a debt owed? HUD does not own the loan, they only insured through HECM senior program ( reverse mortgage ) but HUD never truly owned the loan.
XXXX XXXX XXXX XXXXXXXX, and Nationstar Mortgage XXXX Champion Mortgage Company does not have any record or proof that the mortgage was indeed paid off or not. XXXX XXXX XXXX, XXXX, and Nationstar Mortgage XXXX Champion Mortgage Company can not locate any data or factual evidence of the mortgage. This has caused XXXX XXXX a loss of {$290000.00} on a resale of the property or a loss of {$120000.00} at Foreclosure sale plus an additional {$60000.00} on repairs, for a total of {$180000.00}. Due to the negligence of XXXX XXXX XXXX, XXXX, mortgagor ; and Nationstar Mortgage XXXX Champion Mortgage Company ; and their lack of evidence to secure the proper loan documentation ; has caused Secretary of Housing and Urban Development to proceed with a false foreclosure ( non-judicial ) on behalf of the borrowers who are deceased since XX/XX/XXXX ( XXXX XXXX ) and XX/XX/XXXX ( XXXX XXXX ).
XXXX XXXX XXXX XXXX, Foreclosure Commissioner used and forcefully abused their power to improperly foreclose on the subject property without providing proof or evidence through signed borrower forms from XXXX XXXX ( borrower ) and XXXX XXXX ( borrower ). The United States Secretary of Housing and Urban Development, collaborated with XXXX XXXX XXXX XXXX through non-judicial process in order to avoid litigation and to avoid from providing proof of ownership of the HECM ; when indeed XXXX XXXX XXXX, XXXX, mortgagor still retains ownership of the deed, mortgage and subject property.
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06/12/2020 |
Yes |
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- Trouble during payment process
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Web |
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I have a mortgage with Mr. Cooper and I was current until XX/XX/2020. But due to financial difficulty I was behind in my mortgage from XX/XX/2020 to XX/XX/2020. Since then I have been paying my mortgage to them in the amount of {$790.00}. On XX/XX/XXXX I received a letter from Mr. Cooper that I had not paid my property taxes and they needed a proof of payment in 30 days. And I in fact did contact them on XX/XX/XXXX that I had already paid the property taxes and I had mailed a copy to them and I did mention that I had sent several e-mails with the property tax information and that e-mail was undelivered.On XX/XX/XXXX I received another letter stating that I need to bring my mortgage current by paying {$3200.00}. I again called them on XX/XX/XXXX and explained to them that by end of XXXX I should be able to bring my account to current. I get yet another mail from Mr.Cooper saying starting XXXX I will have to pay escrow as they paid part of the property taxes and that my mortgage will increase to {$990.00}. I again called them at this point of time I do not know the date or time as they have been sending barrage of mail like every other day or every week. I have sent them e-mails with the proofs of my property taxes being paid and the e-mails were not delivered to XXXX the company they use for escrow account. I called the local tax commissioner 's office to get details if the money was applied to my property taxes and they said that a check was mailed back to them on XX/XX/XXXX the day and I sent them all the details. I have been since then paying {$790.00} every 2 weeks trying to bring to current. At one point they returned my money, but I sent it back to them. I made my last payment on XX/XX/XXXX for {$790.00} and they send another letter stating that I did not pay the full amount that is due for mortgage so they put in an suspense account until I pay the full amount. I am not sure what I can do at this point of time. I never had an escrow account and I have been paying my taxes every year, maybe late this year due to financial difficulties. Mr. Cooper also acknowledged that they received the information from the local commissioner 's office that my taxes were paid. I am going to send all the notices and mails and e-mails that I have to you. It has been an emotional turmoil to me as I am afraid of losing the house. In good faith I did what I can, but they are not helping. They even suggested that I take 3 months forbearance. And what happens after 3 months do I have to pay everything. They said yes which includes fees and other charges. And I can not refinance or modify the loan either. I am just tired and drained out talking to the people at Mr. Cooper. I just need help to get this resolved and pay my monthly mortgage of {$790.00} and pay my own property taxes.
Thanks
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01/22/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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On XX/XX/XXXX XXXX I talked with Mr. XXXX , customer relations representative from XXXX Tx . I asked Mr. XXXX about the interest amount paid as of XX/XX/XXXX. per Mr. XXXX `` I can not tell you the amount of interest paid on your account. '' When I asked him why he could not tell me the amount, per Mr. XXXX " it is not company policy. '' He could tell me that the interest rate on loan is 8.5 %. Per Mr XXXX he could tell e the of principle on the loan that due is XXXX as of XX/XX/XXXX. Per Mr. XXXX " a mailing was sent regarding the interest being paid first then principle. '' This was a surprise to me, He stated " will resend to mailing adddress ''. Per Mr. XXXX the " industry standard information is not part of your original closing loan document file, the title closing agent did not confirm language, acknowledgment verbally, no signature as included in orginial loan file. You were not advised of the industry standard. I informed Mr. XXXX the term industry standard was not relayed to us at closing or after loan transfer to Nationstar mortgage. Nationstar failed to disclose the amount of interest paid on my account is a violation of my rights as coborrower.
During loan transfer from XXXX to Nationstar, after review of loan files, fail to obtain industry standard signature, verbal acknowledgment from borrowers of loan after XX/XX/XXXX. Nationstar neglected to convey specififications of the real estate loan transfer transcation. Interest being paid first then principle, letter not received. No verification it was received by me on file.
Fail to investigate customer complaints. Qualified written request sent to ceo cerifitid on XX/XX/XXXX, requesting additonal information on servicing of loan.Through account history print out I discovered overcharges unexplained fees, invalid late fee assessed, inconsistent interest increases. Low amounts applied to principle, invalid late fee from bank draft authorization. Payments applied to suspense account without disclosure to me, code/description used for deduction from monthly payments. Such as corporat advance fee, non cash fee adjustments, and QC fee all were outlined in letter to ceo.
Second qualified written request regarding servicing of my loan was XX/XX/XXXX, an acknowledgement letter sent, no follow up or investigation into complaint. Mr. Cooper continues to perpetuate the predatory lending practices against me. Being an elder couple we were unwitting victims of the housing scam era. The numerous deficiencies in accounting payments, failing to follow up with customer. Facts are contractual monthly payment for 139 months received on loan has paid off the loan amount of XXXX Zero credit toward interest means over XXXX has been paid and the remaining amount of XXXX still due is a proof of a fraudulent loan scam against me.
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11/11/2021 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
I am a XXXX veteran and I have recently been able to make additional payments on my mortgage. My mortgage company is Nationstar LLC, subservicer for XXXX ( my bank ). I began making these payments on XX/XX/XXXX with a payment of {$500.00} on principal. Since then, I have been making {$1500.00} payments on the first of every month. The additional principal shows up in my payment activity, and is applied on the XXXX of that month.
The first issue I had was when I made a payment on XX/XX/XXXX. I paid {$1500.00} toward principal using the same payment option I use every time. They have another option to pay, which I've used once, where you pretty much make another mortgage payment with interest and escrow included, plus additional principal. The payment gets split. I didn't like that option, so I haven't used it since. When I made the {$1500.00} payment in XXXX, they messed it up and applied it like the second option, instead of applying it only to principal. I noticed it on XX/XX/XXXX and sent a message. They had it corrected by the XXXX of XXXX.
XX/XX/XXXX, I made a payment of {$1500.00} toward principal, which can be seen on my savings statement and was confirmed later in a phone call to XXXX. On the XXXX of XXXX, it wasn't in my payment activity, and wasn't applied to my mortgage. I sent a message to Nationstar on XX/XX/XXXX and explained that I had made a payment, and it is missing. On XX/XX/XXXX they sent a message back stating that additional research was needed as well as any supporting documentation related to my inquiry.
On XX/XX/XXXX I sent them my savings statement showing that {$1500.00} had come out of my savings account and went to my mortgage account. XX/XX/XXXX they replied with a message stating that additional research was needed, and to wait XXXX days for a resolution letter. XX/XX/XXXX I received the resolution letter. The letter had only addressed the payment mistake in XXXX that was corrected on XX/XX/XXXX, not my missing payment.
XX/XX/XXXX I sent them another message stating that they haven't addressed the correct issue, I have made a payment that is now missing, and that it didn't seem as though anyone actually looked at the proof I sent. ( Today ) XX/XX/XXXX I received the same standard give us XXXX days message, followed by another message with the same resolution letter I was given before about the already corrected XXXX payment.
At this point, I am getting nowhere with Nationstar. It doesn't seem as though anyone is doing anything to help me. I have lost faith that if I keep making my additional payments they will go to my account. I planned on having my house paid off by XX/XX/XXXX, and saving over {$20000.00} in interest. I feel like Nationstar is going to miss that {$20000.00} and that they're making this difficult intentionally.
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11/13/2020 |
Yes |
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- Trouble during payment process
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Web |
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Around XXXX I received an automated call from Mr. Cooper saying that my escrow account had a shortage of {$380.00} and that my mortgage payment would be going up unless I paid the shortage. I stayed on the phone and was connected to an agent who explained that I had to maintain a balance of {$750.00} at all times in my escrow account and that I would be short at some time during the year. I explained that there was a credit of {$340.00} that should have been applied to my escrow account due to a double payment of a mud tax. He said that there was still a deficit. I hung up and reviewed my online escrow analysis statement and did not see the {$340.00} credit to the escrow. I called back and the agent I spoke to this time told me MR. Cooper has the right to raise my escrow payment because they do not know how much payments out of escrow my increase. I asked her about the {$340.00} and was again told I needed to maintain a balance of {$750.00}. I hung up with this agent. On XXXX I called back and asked to speak to a supervisor in the escrow department and was connected to XXXX XXXX who stated he did not see the {$340.00} credited and was escalating the issue because my XXXX payment was approaching. He asked me to give him until Monday XXXX and he would get back to me. On XXXX I emailed MR. XXXX because I had not heard back and received no response. I called on XX/XX/XXXX and informed the agent XXXX that I wanted a supervisor to call me back on XX/XX/XXXX, XXXX told me her supervisor was off but she should communicate this request to other supervisors XXXX or XXXX. I did not receive a call. I further reviewed the escrow analysis and was able to determine that the escrow credit was applied in XX/XX/XXXX. The issue is on the XXXX analysis they did not give credit for the XXXX escrow payment of {$610.00}. I called on XX/XX/XXXX and spoke with XXXX and explained this to her and she ran a new escrow analysis and this time said the shortage was {$340.00}. I asked her how this was possible, she sent me the new escrow analysis and with this one she added the XX/XX/XXXX escrow payment but removed the XX/XX/XXXX payment that had been on the original escrow analysis of {$570.00}. I asked to be put in touch with a supervisor in the escrow department and was transferred to XXXX an escalation specialist. She was going to submit a request for an escrow analysis to be ran reflecting a payment for each month in the statement, The shortage is caused because I am not being given credit for a month 's payment of escrow which has lowered the projected beginning escrow balance which is reflected as XXXX. My current escrow balance is {$1300.00}. No one has been able to explain to me why the numbers in the escrow analysis are not reflective of the current balance/payments that I can view online.
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04/18/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
|
I represent a homeowner selling her home as a short sale. I initiated a short sale in XXXX for my seller originally in XXXX. By the first of XXXX the short sale was rejected due to the loan being charged off. I called MR. Cooper ( 2nd lien ) and asked where the file went, and if they still were servicing it i wanted a lien release letter. They said they did not know if they were still servicing the file at that time or had released it to a different servicer. I continued to call to find out and asked the seller if she had received any mail regarding this charge off and she said she did not receive any information about the charge off. After calling for a month Mr. Cooper told me that they reversed the charge off and I could initiate the short sale again through XXXX which I did. I told the servicer that this file should be streamlined and escalated since they had wasted so much of our time and also that one of the borrowers had passed away so we should be able to streamline it. I completed all my tasks on time and an appraisal was ordered. I waited several weeks and emailed the manager regarding the status often during this process with little or no response. I decided to call the escalations department today to see what the hold up was and the agent apologized for the delays and would help resolve this. he sent the file to be assigned to a negotiator which should have been done weeks ago and then said that they would review it today so we could have our approval letter by next week on Wednesday. Later that same day the manager assigned to my file called me and said " We cant continue '' I asked why and he said that Mr Cooper isnt really servicing this loan and XXXX is ... I was shocked. I asked why am I now finding this out since I have had an active short sale being processed for three months now and he said they made a mistake. I told him that was not a mistake but was DECEPTIVE in every way! If Mr. Cooper told me over two months ago that they did reverse the charge off then why did you accept the short sale? He could not give me a straight answer. I told him I would be filing a complaint with the CFPB and he told me NOT to threaten him. I said I was not threatening him by filing a complaint. I asked why he had not replied to any of my emails I sent in XXXX and he said he is not a negotiator and doesnt reply to those emails. I said we did not even have a negotiator assigned to this file until today!! He said that if I threatened him with a complaint he would not be willing to help me resolve this issue. I Told him that he needed to send everything to the new servicer immediately and then call me tomorrow and let me know how soon we can get our approval since everything had already been completed. He said he MIGHT call me tomorrow but would not guarantee anything.
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05/20/2020 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
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Web |
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In XXXX of XXXX, I decided to refinance my 30 year loan to a 15 year loan at an APR of 4.375 % using XXXX XXXX. In XXXX of XXXX the loan was sold to Mr Cooper.
In XXXX of XXXX, I decided to refinance my loan with XXXX XXXX lowering my rate to 3.125 %. XXXX XXXX was used to handle the escrow and title components. According to representatives from XXXX XXXX, a loan payoff amount of {$99.00}, XXXX was given to them by Mr Cooper which was valid until XX/XX/XXXX.
The loan was a Heloc type, so all the documents were signed on XX/XX/XXXX then after the full 3 day wait period the remainder of the documents were submitted on XX/XX/XXXX and the loan was funded on XX/XX/XXXX at around XXXX XXXX.
Mr Cooper acknowledged receipt of the {$99.00}, XXXX amount on Friday XX/XX/XXXX ; however, they moved the money into an unapplied funds category and refused to payoff the loan claiming there was a deficiency of {$210.00} in the escrow account. As it turns out, Mr Cooper disbursed the homeowners insurance on XX/XX/XXXX but did not contact the homeowner nor the title company about a deficiency created by this action.
Also, by not applying the {$99.00}, XXXX on XX/XX/XXXX, Mr Cooper then claimed I didn't make a monthly house payment so they charged an extra {$41.00} late penalty along with extra interest accrued although the payoff amount was good until XX/XX/XXXX. On top of that, Mr Cooper also paid out {$83.00} to XXXX XXXX XXXX on XX/XX/XXXX as part of the mortgage insurance when the loan should have been paid off.
I contacted Mr Cooper on XX/XX/XXXX after I noticed that the loan had not been payed off. Per their website, they were indicating they would return the {$99000.00} back to XXXX XXXX by XX/XX/XXXX. The representative from Mr Cooper claimed they tried to contact the title company XXXX on Friday without any success. Another Mr Cooper agent on XX/XX/XXXX claimed they didn't try to contact XXXX until XX/XX/XXXX which happened to be when I contacted Mr Cooper.
I personally paid the amount of {$220.00} claimed by Mr Cooper that was needed to close the loan on XX/XX/XXXX via an electronic transfer ; however, when speaking to a Mr Cooper representative on XX/XX/XXXX, they said they would not close the loan until the transfer posts from my bank even though Mr Cooper submitted a receipt of payment to me on XX/XX/XXXX.
I know this can be handled differently. I have a friend that just refinanced under the same situation where there was a deficiency in the payoff ; however, the bank that held the loan closed it then sent a bill for the remaining difference.
Based on Mr Coopers poor reputation ( just check the CFPB database ) and after speaking to 4 different Mr Cooper representatives, I have very little confidence in this issue being settled appropriately and timely.
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08/15/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
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|
Web |
Older American |
The reason for my complaint are based on a number of factors. First and foremost, we encountered a hardship which lead to our loan falling behind. As a result, I reached out to my servicer Mr. Cooper in XX/XX/2019to explore all retention options available in effort to avoid foreclosure such as a repayment plan, modification, or any other home retention program. I was advised that they would open a "Workstation" and submit a package to me for consideration and to wait for the package to arrive.On XX/XX/2019, I called back and spoke with an associate by the name of XXXX which advised me that my loan was denied for the Flex Modification on XX/XX/2019. She was unable to provide an explanation. Furthermore,I questioned how was this possible if I never received the Loss Mitigation Package nor was any information supplied. XXXX was unable to answer my question. She advised me that a denial letter had not been generated and to allow 7-10 business day to receive and that there would be detailed information pertaining to the denial. We never received this letter. In speaking with a friend, I was advised that I had a "Right to Appeal" and that I had 30 days from the date of the denial letter (Never received) to appeal. From the date of denial provided verbally on XX/XX/2019 through XX/XX/2019 and after several attempts to acquire the denial letter, one never came. As a result, e-mail communication was sent to my case worker onXX/XX/2019 formally providing a "Written Appeal". I called back on XX/XX/2019 and was able to confirm that the appeal was received and was being reviewed by the assigned associate.XX/XX/XXXX, I was advised that my modification was denied and that I would receive a denial letter concerning why they were not able to offer a modification. That letter never came. I called back onXX/XX/2019 after not receiving the letter to determine if I was ever considered for a repayment option. I was advised no. Obviously this answer was concerning as I requested for consideration of all retention workout programs and that was not done.
It is my belief based on what has occurred over the past several months that my loan was not adequately reviewed for all retention options. I am XXXX years old and I do not want to lose my home. Between the income my wife and I receive, we make sufficient income to prove that we have the financial ability to retain our home and all we want is an equal opportunity to be considered for a program that would allow us the opportunity to reinstate our mortgage through a repayment plan option. I currently have XXXX toward the total arrears and all we need is a little more time to bring this loan to a current status. During this entire time, I have made multiple efforts to make payments on my mortgage however; Mr. Cooper refused all payments.
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10/30/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
Older American |
My name is XXXX XXXX ; I live at XXXX XXXX XXXX, XXXX ca XXXX I currently have a mortgage loan with Mr Cooper DBA Nation star. The purpose of my complaint today is to ask for your help, I have been making payments on my mortgage, I fell behind one month only in XXXX, I called and advised the agent that I had payments scheduled, for that Friday, I dont recall the date, the agent advised me that yes he saw the payment, he then asked me if I wanted a payment plan, I asked what it was he explained it, he placed me on hold and I hung the phone up. The following day, there was a 4 month payment plan on my account mind you I was only 1 month behind. The plan didnt allow me to edit change it, it basically set in stone and I didnt sign anything or agree to increase my payment by XXXX for a 4 month payment plan. I was forced to pay 1st payment although I couldnt afford it, I called back and told them I cant do this pay plan they them blocked my account to a read only status. I started paying my regular payment which is XXXX ; this company placed them in an unapplied status meaning now they wont apply it to my account. I asked why they were doing this I was told I asked for a forbearance I advised them I didnt ask for a forebearance and I do not know what this was, they explained its when you cant pay the account and they suspend payments. I advised them I didnt ask for this. They refused to take me off this and refused to apply my payments, I then XXXX XXXX the payment so they would hit my account, those payments were applied, and I was then told the following : On XX/XX/19 I was told I owed XXXX On XX/XX/19- I was told I owed XXXX On XX/XX/19- I was told I owed XXXX When I called no one could explain why I owed this money this was on XX/XX/XXXX, on XX/XX/XXXX, I was told my payments were reversed I asked why when they were XXXX XXXX I was told the following from multiple people : 1. You didnt pay it 2. The XXXX XXXX was reversed back to XXXX XXXX, I asked when they said they didnt know 3. I was told I didnt pay XXXX although they it says XXXX was paid 4. I was told this billing is confusing I cant explain why it says this 5. I was told I need to talk to someone else 6. I was told that my payments were returned 7. I was told the money is sitting in unapplied At the end of the day I paid this account, I wasnt behind this far until the agent deleted my scheduled payment blocked me out of my account and now are not applying my money to make me fall behind. I do not know what else to do seeing their agents dont know what to do or say. I really need help this has to be illegal.
They are also double billing me for inspection fees, they never advised me of this they are also billing for XXXX saying its inspecting fees, calls paper work and atty, again never advised me
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01/03/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account information incorrect
|
|
Web |
|
I am disputing how NATIONSTAR/MR COOPER/RIGHTPATH SERVICING has changed how they report my mortgage balance to all ( 3 ) credit bureaus. Prior to and during my CARES ACT forbearance, they would report ONLY my interest-bearing principal balance to the credit bureaus. I had a loan modification before NATIONSTAR/MR COOPER/RIGHTPATH SERVICING purchased my mortgage ( which I had no say in ) that included a deferred payment at the end of the modified loan. Since coming out of forbearance in XX/XX/2022, NATIONSTAR/MR COOPER/RIGHTPATH SERVICING suddenly decided to lump this deferred payment into the entire mortgage balance which is incorrect. They had been servicing my mortgage for at least 5 years before making this sudden change.
I feel they made this change only in retaliation for them not being able to foreclose on my home. I was in forbearance for over a year because NATIONSTAR/MR COOPER/RIGHTPATH SERVICING gave me no options to come out of the forbearance like most customers normally could. It was after fighting, pleading and begging them for MONTHS on end did a nice customer representative take pity on me, escalated my situation and got the powers that be to agree to let me resume my monthly mortgage payments. The forbearance amount was then lumped into the interest-bearing principal balance.
Since that time, now all of a sudden my mortgage balance increased from approx. {$120000.00} to a new mortgage balance of {$190000.00} on my credit report. This drastic increase has caused my XXXX XXXX to drop XXXX points w/ XXXX XXXX XXXX and a whopping XXXX points w/ XXXX. I was never advised up front about how they changed reporting my balance and am therefore requesting them to change their reporting back to how it had originally been done for YEARS.
This is again, a detriment to me and completely unfair as the consumer who never asked or requested NATIONSTAR/MR COOPER/RIGHTPATH SERVICING service my mortgage loan in the 1st place. I feel I have been victimized again by this entity after going through so much to come out of forbearance only to have my credit ruined anyways which SHOULD NOT HAVE HAPPENED per what was outlined in the CARES ACT. My credit has been impacted as a direct result of their changed procedures which only occurred after coming out of my CARES ACT forbearance.
The reported balance to all ( XXXX ) credit bureaus for this account should be {$130000.00} which Im enclosing here. Im also enclosing my most recent mortgage statement which also shows a slightly older balance of {$130000.00}. Lastly, I feel I am owed an explanation as to why this entity decided to suddenly change their reporting procedures with no advance notice after years of reporting it differently. Thank you for taking this complaint into consideration.
Regards, XXXX XXXX
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04/21/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
Servicemember |
I received a notice on XX/XX/XXXX that servicing of my loan would be transferring to a new servicer. The letter is dated XX/XX/XXXX. This was the sole notification I received. The effective date is XX/XX/XXXX. The letter states that my old servicer, Union Home Mortgage will stop accepting payments received XX/XX/XXXX and beyond. I have a payment due XX/XX/XXXX. I attempted to set up a login with the new servicer, Nationstar Mortgage LLC d/b/a Mr. Cooper, with the loan number provided and their online access did not recognize the loan number. Additionally their customer service line wouldn't connect me with a representative because it does not recognize my loan number. I have 1 week to make arrangements to get the payment to the new servicer, with whom I can not set up an online account, and can not reach a representative via their customer service telephone line. They do offer the mailing address for the new loan servicer, but due to security concerns and inconsistencies with XXXX, I do not want to remit payment to them via check by mail, nor does it seem correct to mail a large payment to a company that can not demonstrate to me that they are in possession of my home loan.
The letter does state " XXXX XXXX law, during the 60 day period following the effective date of the transfer of the loan servicing, a loan payment received by your old servicer on or before it's due date may not be treated by the new servicer as late, and a late fee may not be imposed on you. '' However, this then requires me to make payment on my loan EARLY, by special arrangement to my existing servicer before the loan is fully transferred, assuming the borrower has the funds available. If I make normal payment, it will be rejected by the current servicer per the cutoff date rendered above. The statement does not give a 60 day allowance for late payments to the new servicer due to inability to set up proper payment, and no information or stipulation is mandated to the two servicer to give the borrower to provide sufficient lead times for them to make such arrangements.
The transfer of loan servicing is obviously done with some financial incentive for the loan companies at the detriment and expense of the borrower. I assume some financial gain is made by the loan companies on either side of the transaction, of which the borrower does not benefit at all. In fact, the transfer is arduous to the borrower, who is left with the administrative burden of setting up a relationship with the new servicer, ensuring payments are made on time, ensuring insurance companies have been properly notified, and in the following year additional tax forms to cover the entire year from both loan servicing companies. They are also solely held responsible for the consequences of late or missed payments.
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06/27/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Older American |
I am trying to head off a disaster of not being able to pay my mortgages on two properties.
Summary : I am XXXX years old and XXXX. These investment homes are my retirement. Lender Mistakenly Paid My Property Taxes For Two Properties I Own When I Pay Them Directly to County - now Lender is demanding I repay them via Escrow which means I'd double pay the property taxes. I can not afford the monthly escrow demand and I will default on the loans.
I own two rental properties in the City of XXXX, XXXX XXXX S.C., XXXX I pay the property taxes directly to XXXX XXXX annually. I was late paying the XXXX taxes and arranged a monthly payment plan with XXXX XXXX which I have been paying in good standing.
Mr. Cooper was the Lender Servicing Company - they transferred the loans to RightPath Servicing, a Division of Mr. Cooper in XX/XX/XXXX.
At the time they transferred the loans to Rightpath, they mistakenly paid my property taxes to XXXX XXXX without contacting them or me - therefore they didn't know I am paying the property taxes on a monthly plan.
Rightpath is now demanding I pay the annual property taxes via escrow which would mean I'm paying the property taxes twice!
I never had escrow accounts with these two loans - I always have paid the property taxes and insurance directly. they want to charge me in escrow.
The way they're structuring the property taxes in the escrow is so exorbitant that there is no way I will be able to pay the monthly payments. My {$810.00} payment is going up to {$2900.00} ( {$2100.00} in monthly escrowed property tax ). The other mortgage is {$620.00} and it's now going up to {$2200.00} ( {$1600.00} is monthly escrowed property tax ).
I used to pay {$1400.00} per month for both mortgages.
Now they want {$5100.00}! -- based on their mistake.
Meanwhile I'm paying XXXX XXXX {$1400.00} per month for both properties, which Righpath has not taken into account.
I ABSOLUTELY CAN NOT AFFORD TO PAY THESE MONTHLY PAYMENTS WHICH ARE DERIVED FROM THEIR MISTAKE. I WILL DEFAULT ON THE LOANS AND LOSE THE PROPERTIES.
They use a third party company XXXX to deal with " customer service '' issues regarding escrow and even though I've called multiple times and complied with their requests such as sending them a copy of my payment plan contract with XXXX XXXX and explaining the situation in letters THEY DO NOT RESPOND TO ME, let alone resolve the situation and delete the property tax demand from the escrow accounts.
Also I was promised the escrowed taxes would not begin until XX/XX/XXXX which they told me would give them time to resolve things but now I see they are demanding the payments in XXXX.
I will lose my investment homes if this is not resolved. I'm XXXX years old and XXXX. This is my retirement. Please help XXXX XXXX
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06/12/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account information incorrect
|
|
Web |
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In XXXX of XXXX, XXXX XXXX XXXXXXXX transferred my home loan to Nationstar Mortgage. Despite an inaccurate internal accounting, XXXX XXXX XXXXXXXX claimed XXXX late payments for their tradeline until XXXX. Upon onboarding the loan, XXXX charged me for XXXX deferred late fees due in the amount of {XXXX from XXXX XXXX XXXX, then without notice, increased the amount to XXXX late fees in the amount of {XXXX. XXXX XXXX claimed to me through the CFPB portal, dated XX/XX/XXXX, that I owed XXXX late fees, as uploaded to my complaint to the CFPB, while he falsely claimed I had ever tried to modify my payment with XXXX XXXX XXXX and those non existent documents were outdated, as reasoning to ignore the XX/XX/XXXX XXXX Application and documents he was in fact responding to as he received them a second time by XXXX XXXX XX/XX/XXXX, XXXX months before filing a petition for XXXXXXXX against me that went wholly ignored after the filing by XXXX, and this devalued my fair cash value of the home I was trying to sell by XXXX. For years Nationstar claimed to have paid a law firm for a full suite of forclosure fees, only to accidentally disclose the charges as advances were somehow reversed and my payments to these unearned and allegedly split fees were and are still held by XXXX in a suspense account along with {XXXX in interest payments I made that have yet to be credited to interest or refunded. XXXX obtained XXXX in late fees yet I owed XXXX. BUT. XXXX allocated receipt of {XXXX} in lines XXXX in their internal system and left this lie I paid for XXXX late fees for XXXX years causing the attached inaccurate information furnishing in my credit files on a large number of occasions proven by mailed credit files, including in XXXX when claiming after the XXXX payoff I was 149 days past due on the loan in XX/XX/XXXX. Their company through counsel refuses to produce proof of services having occurred and refuses to produce cancelled checks allegedly advanced for these unearned fees, that also included two never noticed never described or disclosed force placed insurance premiums dated XX/XX/XXXX and XX/XX/XXXX, without having any reasonable basis for the charges necessity to overlap my regular homeowners policy that expired in XX/XX/XXXX. In XXXX, within a false payoff statement dated XX/XX/XXXX, XXXXXXXX over charged me {$XXXX} for unearned fees and charges and refused to issue a refund in XXXX, XXXX they paid general damages and currently can not tell me what unearned fees I was paid for, or in XXXX. XXXX XXXX XXXX XXXX 's XXXX credit reporting of negative payments that matches 12 years of their credit reporting and two examples of XXXX XXXX inaccurate credit reporting claiming different and under payment of the actual amount paid by XXXX XXXX XXXX XXXX of {XXXX.
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07/08/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
Mr. Cooper/Nationstar Attn : Customer Relations XXXX. XXXX XXXX XXXX, TX XXXX XXXX : Error in processing my mortgage payment resulting in a false credit report I am writing in response to your letter disputing the errors made in my mortgage account. I hope that this letter is clear and helps address the errors in my account otherwise I will have no other choice that to pursue legal remedies to address the discrepancies.
Your response failed to provide detailed documentation to explain how the errors were corrected and you failed to provide supporting documentation to prove your answers with sufficient clarity. Here is what I am seeking to resolve this matter before engaging legal counsel. The following are details related to my mortgage payments. What I am seeking is a documented set of examples of how these matters were processed and resolved with supporting details. Failure to provide this level of detail will result in further actions.
On XX/XX/2019 a check for {$3300.00}. was sent received by Nationstar Mortgage ( DBA : Mr. Cooper ). Please provide a policy or statement that was shared with me in advance that states that a partial payment that is received prior to the due date will be deposited into a suspense account and will result in a late payment and reported to credit reporting agencies.
Please provide supporting documentation that shows how the {$3300.00} payment was attributed to my account inclusive of allocations to interest, escrow and principle payments if any. The attached documentation does not show the allocation nor does it provide a documented accounting of this payment.
On XX/XX/2019, two checks were sent on the same date in the amount of {$3500.00} for a total of {$7000.00}. According to the statement provided by Nationstar both payments were treated was one payment. Please explain why one payment was not treated as a reduction in principle only? Why and how does two identical payments get processed for interests, escrow and principle when received on the same date of the month? No notice or correction has been made to my knowledge. Please provide documentation, policy and procedures for why both payments were treated the same.
Provide documentation for how my principle account, my escrow account and my interest account was adjusted for this duplicate payment and whether an offset to these accounts were processed in accordance to your own policies and procedures. Supporting documentation is formally requested.
Please demonstrate how Nationstar calculated my payoff to XXXX XXXX. Supporting documentation is formally requested.
I would like to receive an answer in 30 days. If this documentation is not received in a timely manner I will request this information through legal counsel and corrective action as required.
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03/07/2023 |
Yes |
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- Struggling to pay mortgage
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Web |
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XXXX months after obtaining a mortgage from XXXX XXXX, XXXX XXXXXXXX after attempting to make my monthly mortgage payment of {$1800.00} XXXX XXXXXXXX refused to accept my payment and stated that they were force placing insurance on the property which increased the mortgage to {$2.00}, XXXX because there was a discrepancy with the insurance company that the property was no longer covered with insurance, they did not allocate sufficient funds in escrow to cover insurance premium. From XXXX I spoke with XXXX XXXXXXXX on numerous occasions from the course of XXXX I paid {$14000.00} in increments to XXXX XXXXXXXX. In XXXX of XXXX I paid {$5000.00} to XXXX XXXXXXXX and as a result of the pandemic I would be able to defer my payments. The beginning of XXXX Mr. Cooper ( formerly known as Nationstar ) informed me via phone that they had taken over my loan from XXXX XXXXXXXX ( with no prior notice from XXXX XXXX ). Mr. Cooper ( fka Nationstar ) then proceeded to inform me that my loan was in forbearance and that I can continue once that period was over, they assured me that once the forbearance period was over that I would resume my payments. XX/XX/XXXX, I reached out to Mr. Cooper ( fka Nationstar ) to resume my mortgage payments at that time they informed my that they would not accept my mortgage payment and that I needed to pay {$18000.00} in arrearage at this time I retained an attorney. All the attorney did as take my retainer and did nothing. I have been in contact with Mr. Cooper ( fka Nationstar ) over 50 times over a period of two years, Mr. Cooper ( fka Nationstar ) obtained my loan without doing their due diligence and the transfer of my loan, I have bank statements reflecting my payments from XX/XX/XXXX - XX/XX/XXXX to XXXX XXXXl that were not reflected nor transferred to Mr. Cooper ( fka Nationstar ) I have sent documentation to Mr. Cooper, emails to their attorneys, the attorneys have yet to return my phone calls to date when I initiated contacted with them two months ago. My initial mortgage was {$220000.00} and as a result of Michigan Mutuals moral turpitude and misrepresentation and breach of trust I am now forced to contact the FTC that I have tried to come to a resolution with Mr. Cooper and they have violated as well. I have spoken to over 20 representatives at Mr. Cooper, five being in the Escalations Department. Mr. Cooper is now in violation of culpable negligence and breach of trust. I have been proactive in this situation and Mr. Cooper ( fka Nationstar ) has not acted in the best interest of the consumer. Mr. Cooper has issued a lispendens on my home that was currently in modification. At this point I have no other recourse but to contact the FTC, it is my hope that with the help with the FTC that this issue can be resolved.
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10/29/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I was behind in my mortgage payments with a previous servicer and applied for XXXX relief extension. During that time RightPath Servicing became my new mortgage servicer. I had six months to go until my forbearance ended. However, XXXX called me every day harassing me about the " loan '' to the point I had to tell them to stop. They ignored me and kept calling under the " guise '' that they were trying to help me to find additional ways to assist once the forbearance ended in XX/XX/2022. At the time, I had an active application in with the XXXX XXXX Assistance XXXX to help me get caught up with 5 payments that was in arrears. I was approved and the payments were paid with a lump sum. XXXX also paid for 3 months in advance. But XXXX put the 3 advance payments toward escrow even though the payments INCLUDED the escrowed amounts! I had to contact XXXX to let them know what XXXX did and XXXX had to reverse those advance payments and apply them in the manner that XXXX approved for me. What happened next was XXXX sent me a delinquent notice. I called them and the rep said it was a mistake. She confirmed I didn't have a payment due until XXXX and what that payment would be. I also went on the website and took a screenshot of it. But then XXXX started calling me again so I logged onto the website to see what was going on. XXXX had increased my monthly payments by 100 % stating that it was due to my increase in insurance coverage. The insurance had been issued in XX/XX/2022, and there was no mention of a change in escrow until XX/XX/2022. My modification application was denied in XXXX ( due to the payments and me indicating that I could pay the monthly amount with my income starting in XXXX. But now that XXXX has increased my payments by 100 % I am back where I started with facing financial difficulties. I did receive a letter from XXXX on XX/XX/2022, stating that I may be eligible to cancel the escrow, so I did request that on XX/XX/2022. I would be able to pay the insurance myself with their arrangements and the taxes too, as I know how to budget my own money to pay bills. I believe XXXX is deliberately trying to force me into foreclosure, overcalculated the escrow and finding ways NOT to help, but to harass me, as none of this was ever told to me at the time my payments were no longer in arrears. I have an outstanding FICO score and credit ratings. This move on the part or XXXX is not in my best interests and I would like your assistance with making them do the right thing and cancel my escrow. I have read the past complaints and settlements from this company under other names/businesses and it appears that they are complicit with breaking the laws and providing unethical services. I look forward to your assistance and a resolution in my favor.
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08/18/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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I applied with Mr Cooper for refinancing of 3 mortgages First loan : XXXX XXXX XXXX # XXXX Started process in XX/XX/2020 process took much longer than expected originally had 2.75 % interest rate with {$7000.00} lender credit and loan was conditionally approved after sending them all the requested documents and any additional documents within 48 hrs of request.
due to the delay and long process on Mr cooper side, lender credit has changed and they do not offer that credit anymore.
one of Mr cooper requirements was a Subordination letter from the HELOC loan ( XXXX XXXX ) which cost me {$250.00} Tried to call loan processor, underwriter, their manager and no answer or call returns.
I started working with another lender to stop my losses but I can not get the same deal anymore. I can only get {$570.00} as lender credit I am asking for : 1. {$6400.00} difference in lender credit 2. A letter on a letter head from Mr Cooper stating that they did not process the loan subordination and will not process it- So I can get the {$250.00} refunded from XXXX XXXX .
Second Loan : XXXX XXXX XXXX # XXXX Started process in XX/XX/2020 process took much longer than expected originally had 3.38 % interest rate with {$4000.00} lender credit and loan was conditionally approved after sending them all the requested documents and any additional documents within 48 hrs of request.
due to the delay and long process on Mr cooper side, lender credit has changed and they do not offer that credit anymore.
Appraisal was ordered which costed me {$650.00} Tried to call loan processor, underwriter, their manager and no answer or call returns.
I started working with another lender to stop my losses but I can not get the same deal anymore. I can get the interest rate but not the lender credit I am asking for : 1. {$4000.00} difference in lender credit 2. Appraisal to be transferred to new lender or appraisal fee refunded.
Third Loan : XXXX XXXX XXXX Loan # XXXX Started process in XX/XX/2020 process took much longer than expected originally had 3.86 % interest rate with {$3000.00} lender credit and loan was conditionally approved after sending them all the requested documents and any additional documents within 48 hrs of request.
due to the delay and long process on Mr cooper side, lender credit has changed and they do not offer that credit anymore.
Appraisal was ordered which costed me {$690.00} Tried to call loan processor, underwriter, their manager and no answer or call returns.
I started working with another lender to stop my losses but I can not get the same deal anymore. I can get the interest rate but not the lender credit I am asking for : 1. {$3000.00} difference in lender credit 2. Appraisal to be transferred to new lender or appraisal fee refunded.
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10/20/2023 |
Yes |
- Money transfer, virtual currency, or money service
- Domestic (US) money transfer
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Web |
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I'm reaching out to you today to seek your assistance with an ongoing issue that has arisen since my mortgage was transferred from Home Point Financial to Mr. Cooper on XX/XX/2023.
Prior to the transfer, I had an open insurance claim, and I had mailed a check for a little over {$8000.00} from XXXX XXXX to Home Point. Since the mortgage company also needed to endorse the check, Home Point XXXX-ed the check to Mr. Cooper. However, the situation took an unexpected turn, and I am now facing an unacceptable delay in receiving these insurance claim funds.
For over two weeks in early XXXX, Mr. Cooper informed me that they had not received the check. To resolve this issue, I contacted Home Point to obtain the XXXX tracking number. I learned that the check had been signed for on XX/XX/XXXX. When I provided this information to Mr. Cooper, they seemed confused, questioned the address it was sent to, and even claimed not to have an office in the state to which it was addressed ( South Carolina ).
Subsequently, I contacted XXXX XXXX to request a stop order on the check, but it had already been cleared. XXXX XXXX confirmed that the check was, in fact, endorsed by Mr. Cooper and included an account number. When I conveyed this to Mr. Cooper, they initially denied having my money, despite the evidence that they had endorsed and deposited the check, which was now residing in a specific account.
After some back and forth, Mr. Cooper acknowledged that their mortgage division is indeed located in South Carolina and the check was received there. They assured me that they would request an internal transfer from that division to the loss draft division, estimating that it would take 3-5 business days for the funds to be available for the insurance claim. That was on XX/XX/XXXX. However, as of XX/XX/XXXX, the money still had not transferred. I called Mr. Cooper once again, and they informed me that the transfer was still pending, but they were uncertain as to why.
I contacted Mr. Cooper again on XX/XX/XXXX, only to be told that the transfer was still pending. I emphasized that transferring funds within the same company should not be an arduous process.
The ongoing delay in releasing my funds has raised concerns that extend beyond a simple administrative error. There seems to be a significant delay, and I'm left with the impression that there may be more at play than meets the eye. It's my hope that the funds are not being intentionally held for an extended period and being pooled to earn interest while Mr. Cooper provides excuses and stalls the release of funds. This not only causes undue financial hardship but also raises ethical concerns.
I kindly request your assistance in addressing this matter and thank you for your attention to this matter.
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09/05/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Nationstar/DBA Mr. Cooper and their Predecessors have not sent Welcome and Good-bye letters when my mortgage changed ownership.
My loan originated on XX/XX/XXXX, with XXXX XXXX XXXX. According to the Pooling and Servicing Agreement, the loan was assigned to a XXXX XXXX Trust on XX/XX/XXXX. I did not receive a letter of notification by either XXXX XXXXXXXX XXXX or XXXX XXXX.
According to a recorded Assignment of Mortgage which took place on XX/XX/XXXX, the mortgage transferred ownership from XXXX XXXXXXXX XXXX to the same XXXX XXXX Trust. There appears to be a missing Assignment of Mortgage which should have taken place between XX/XX/XXXX and XX/XX/XXXX. If there is no such Assignment of Mortgage, XXXX XXXX XXXX would not have had the legal standing to transfer ownership back to the XXXX XXXX trust, since it was apparently already owned by XXXX XXXX from XX/XX/XXXX to XX/XX/XXXX. I did not receive letter notifications from either XXXX XXXX XXXX or XXXX XXXX between the dates of XX/XX/XXXX and XX/XX/XXXX when these transfers of ownership should have taken place.
On XX/XX/XXXX, the mortgage was transferred from the XXXX XXXX trust to Nationstar Mortgage. Again, I received no letter notifications from either Nationstar or XXXX XXXX informing me of this transfer of ownership.
On XX/XX/XXXX, the mortgage was transferred from Nationstar Mortgage back to the same XXXX XXXX trust. Again, I received no letter notifications from either XXXX XXXX or Nationstar. Since XX/XX/XXXX, my mortgage has apparently changed ownership 4 times and possibly 5 times.
As specified in the Truth in Lending Act, the owners of my mortgage were required by law to inform me in writing of these ownership changes.
Truth in Lending Act, 15 U.S.C. 1641 ( g ) Liability of assignees states the following : ( g ) Notice of new creditor ( 1 ) In general In addition to other disclosures required by this subchapter, not later than 30 days after the date on which a mortgage loan is sold or otherwise transferred or assigned to a third party, the creditor that is the new owner or assignee of the debt shall notify the borrower in writing of such transfer, including ( A ) the identity, address, telephone number of the new creditor ; ( B ) the date of transfer ; ( C ) how to reach an agent or party having authority to act on behalf of the new creditor ; ( D ) the location of the place where transfer of ownership of the debt is recorded ; and ( E ) any other relevant information regarding the new creditor.
( 2 ) Definition : As used in this subsection, the term " mortgage loan '' means any consumer credit transaction that is secured by the principal dwelling of a consumer.
I have requested copies of these Welcome and Good-bye letters many times, but have never received them.
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11/08/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Paying off the loan
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Web |
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Our principal balance on this loan was down to just {$340.00}, so I sent our regular payment of {$650.00} on XX/XX/2023. They SENT BACK our payment in two separate checks by the end of XXXX! We have been disputing their claim of {$1900.00} in fees owed since XXXX of this year, and so far, they've only sent proof of 14 total late fees, which amounted to {$290.00}. Therefore, the {$650.00} we sent on XX/XX/XXXX should have paid off the loan completely! Instead, they sent back our money and kept saying we were late on our statements- and would not accept our monthly payments in XXXX, XXXX, or XXXX! Now, they have DESTROYED our credit by reporting us 30, 60, and 90 days late ; and if that wasn't diabolical and evil enough, they're also threatening to FORECLOSE on a house that we've paid faithfully on for 20 YEARS, and only owe {$340.00} on in principle!! It's unfathomable and downright dirty. They haven't produced PROOF that we owe {$1700.00} in fees ( because we don't ) or {$200.00} for a home inspection, and therefore, those fees should be waived. We have requested that proof IN WRITING for ELEVEN MONTHS, and requested those unsubstantiated fees be waived for ELEVEN MONTHS after they could NOT provide proof that we owe them.
We TRIED AGAIN to make our payment in XXXX, XXXX, and XXXX, both online and over the phone, but they wouldn't accept our payment. I called MULTIPLE TIMES to try to get this resolved, but their " customer service '' people were always extremely RUDE and CONDESCENDING, and gave me NO OPTIONS, except to pay {$2700.00}, when we only owe {$650.00}! In the meantime, they keep adding late fees and interest, and now the unscrupulous company says we owe {$2800.00}, plus interest until the day we pay it off. Even if we did agree with the astronomical late fees, which we DON'T, we should have been able to pay our REGULAR MONTHLY PAYMENT of {$650.00} until it was paid off. At this time, making a payment FOUR TIMES our regular payment is not feasible, due to many circumstances. However, they told us we had NO OTHER OPTIONS, while STILL NOT PROVIDING PROOF that we owe the extra {$1900.00} in fees! We're not only devastated that they're trying to steal our house after we've paid tens of thousands in interest over the past 20 years, but we're also furious that the reckless and corrupt company has RUINED OUR CREDIT, after we've worked hard for so many years to make it great! If they would have provided proof that we owed the fees ( after MANY requests ) and just accepted our XXXX XXXX monthly payment as usual, it would be paid off right now!! Instead, they DESTROYED OUR GOOD CREDIT, would NOT accept our payments, and continue to charge us interest and fees!! It's absolutely unacceptable, unscrupulous, and un-American! PLEASE HELP!
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04/07/2022 |
Yes |
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- Trouble during payment process
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Web |
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I want to start off in saying I have had nothing but issues with this company since my loan was bought out by them. On XX/XX/22 I called Mr Cooper and advised them that the escrow statement I received from them was incorrect. There was no way I was over {$1100.00} in the negative when I had been making my payments on time every other week. The representative looked at the account and stated she had seen where 2 payments were taken out of my escrow account and paid to XXXX XXXX. I asked why that was because I only had 1 policy with them for {$740.00}. He stated she would have to transfer me to a different department but it " should be easily fixed ''. After a very lengthy hold I got another representative on the phone that looked again at my account and stated she saw a fax attached to my account requesting {$1300.00}. I asked if my name or account # was on the fax and she said no, the account # is different. I said then it needs to be fixed on your end. She asked if I would call XXXX and 3rd party her in so she could see where the money went. I advised her that I was not going to do that because I already talked to them and they told me they only received the {$740.00} on my account. They had no idea where the {$1300.00} amount was. She said her system would not allow her to call them. I advised her it was their responsibility to fix the problem. She said there was nothing she could do. At that point I requested a manager. I was placed on hold for approx 25 mins because " no supervisor was available. '' When the team lead from the Insurance Processing Dept ( XXXX ) got on the phone, I explained the entire situation to her and she placed me on hold to check the account yet again. She got back on the phone and advised that she saw the issue but it would need to be reviewed before anything was fixed and that would take 5 business days. I asked why it would take that long to fix their mistake. She stated that was just the process. I told her they really need to rethink their customer service as it is very poor. I took her name and # and told her I would be calling if it wasnt fixed by Monday XX/XX/XXXX. She told me she would call me once it was fixed. I called again on Friday and was told by another representative that the adjustment would take 7-14 days. It is now the 5th business day and my loan is not fixed. I just had my bi-weekly payment get pulled that was supposed to be for {$330.00} and was pulled for {$350.00} and it is higher than my normal payment because of this screw up. I have been more than patient about this. I have gotten a different answer every time I call and at this point feel that I am just being told whatever to get me off the phone. I called again on Monday XX/XX/XXXX and got told it would be 3 more business days.
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03/17/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Servicemember |
I am currently in a pandemic forbearance plan with Mr. Cooper that will end XX/XX/XXXX and would like to defer the past due balance to the end of the loan. I spoke to a member from the military families teams at Mr. Cooper a few times over the past few weeks to get this set up but was told that I am not eligible for either a loan modification or a deferral, and that I would need to pay the full balance due by XX/XX/XXXX.
I was told that the loan modification was not possible because I previously had XXXX modifications on my loan. I would like to know the dates of the XXXX modifications Mr. Cooper believes occurred on this loan.
Additionally, if there are XXXX modifications and this eliminates loan modifications as a possible option on Fannie Mae backed loans, XXXX very upset that Mr. Cooper neglected to share that information in the Forbearance Plan acceptance letter dated XXXX XX/XX/XXXX that was sent to me listing that a loan modification might be a possible option. While Mr. Cooper did not guarantee it would be an option, they also withheld the information they already had about my loan which would have shown it was never an option and most certainly would have changed my decision. This was a very unfair representation of the possibilities and a deceptive practice that has now put my family 's home at risk of foreclosure.
I was also informed that the deferral of the past due balance was likewise not possible as the forbearance plan I am currently in is not pandemic related. I was shocked to hear this as I had to answer the covid 19 questions to request not only the initial forbearance, but every single extension since then. Additionally, every document sent to me from Mr. Cooper pertaining to the forbearance clearly states, Pandemic Forbearance Plan. While speaking with the representative from Mr. Cooper, he told me that his system showed that I was in the current forbearance plan since early XXXX. This isnt even possible since I was completing a loan modification in XXXX of XXXX and received my last mortgage statement before entering the current pandemic forbearance plan on XXXX XX/XX/XXXX. I sent Mr. Cooper the XXXX mortgage statement, pandemic forbearance acceptance letter, and the subsequent extension letters to show them everything they had sent me and what it said.
I also sent Mr. Cooper a copy of my payment history showing the payments I have made since XX/XX/XXXX, which equal or exceed the amount of my month mortgage payment due and should clearly demonstrate my ability to make the mortgage payments going forward. I am not asking to get away from any debt that I owe. I simply request that the past due balance be deferred as was offered as a possible solution throughout the pandemic forbearance plan they offered me.
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03/01/2019 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
I purchased my house XX/XX/XXXX. I went in telling the sales rep that I was retiring soon and that I needed to get a house would be comfortable for my wife and I both physically and financially.
The total price was {$450000.00} with payment at {$2800.00} per month which increased with no notice to {$2800.00} per month after 5 months. The payments were a little higher than I liked but I could handle the payment and I was told that I could refinance in 6 months and that the PMI could be taken off and I could possibly get my interest rate lowered, which I found was not totally correct. Because 6 months later I tried to refinance and was not able to. What I needed was to have a 30 or 40 percent difference in loan to home value and during that they told me that the first Mortgage company ( XXXX XXXX ) had not calculated my Property tax correctly. That was after I tried refinancing with 3 or 4 mortgage companies. That is when I found out that I needed the percentage difference and found out that XXXX XXXX had not calculated the property tax right. The company I trusted said that I should actually be paying more than {$3100.00} a month if the mortgage company ( Mr Cooper/ Nation Star ) had calculated my tax correctly. Now that I am retired I cant afford over {$3200.00} plus the other bills and utilities.
I called my XXXX rep and explained everything to him and he explained to me that I needed to file a Qualified Written Request to my current mortgage company ( Mr Cooper/ Nation Star ).
That brings me to the next problem. I sent the Qualified Written Request to Mr Cooper by fax, email, and mailed the same letter to two different Mr Cooper address with signed return receipt, Which I received. I sent all the forms of the QWR around the XXXX or XXXX of XXXX and I received the return receipts which were signed by the Mr Cooper Rep, XXXX XXXX on XX/XX/XXXX.
My Lawyer said they had 20 days after they signed for the letters to reply back. As of today it has been 51 days and I have not received any notification from Mr Cooper/ Nation Star.
I have all my docs that shows dates and where they went if you need to see them.
My XXXX said that I should contact you and then you would be checking on this problem and let me know what I might need to do. I dont want to lose the only house my wife and I have ever had because of too many military change of station and low income we could never qualify and now if something is not done to correct my escrow it will continue to go more negative. The current escrow is negative {$2600.00} and that is after paying me paying {$720.00} to try and balance the escrow account but I cant keep paying that because I dont have the extra money to keep it balanced. We dont want to lose our house.
Please help me or let me
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07/17/2019 |
Yes |
- Mortgage
- Other type of mortgage
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- Struggling to pay mortgage
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Web |
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The mortgage account is in the name of my Wife XXXX XXXX, the deed is in the name of XXXX XXXX and myself XXXX XXXX In a nutshell-Mr Cooper bank sent my loan mod approval to an atty ( XXXX XXXX ) I had already fired. XXXX XXXX kept the information too long thus causing me to sign the papers late and therefore Mr Cooper bank declared that I turned down the loan mod. and bank would not reconsider. During this process of getting the documents signed by XXXX XXXX, I SPOKE TO I think XXXX XXXX by tel. who approved a 30 day extension from the day we spoke and arranged for a notary to come to our home for the signatures.
The notary came to my house to acknowledge the signing ( by my wife ) and in turn would retain and submit the documents to Mr Cooper. Begs the question- why send the notary to my house for signatures if the docs are not to be accepted???
The longer version : In XX/XX/XXXX I called XXXX XXXX XXXX to say that we would be hiring a new atty because we felt he was incompetent and he was not aware that my property had a foreclosure date pending in 3 days while he was in the airport to go to XXXX XXXX. I hired a bankruptcy attorney immediately.
We called Mr Cooper bank when the Bankruptcy was complete around XX/XX/XXXX to start a Loan Mod. We were assisted by XXXX ( a non profit ). The package was quickly submitted, During the approval waiting period on many occasions Mr Cooper bank was constantly notified by telephone that XXXX XXXX was not representing us and there was no atty. This had to be done many times because it would ALWAYS come up on conversation when my wife and I called the Mr Cooper bank. Even as far back as XX/XX/XXXX the Bankruptcy atty was in XXXX with Mr Cooper bank, so I XXXX XXXX. The bank at the time was Nationstar ( now known as Mr Cooper ). dont understand why the Mr Cooper bank went back to contacting XXXX XXXX XXXX. ( the non Bankruptcy atty ). On preliminary approval Mr Cooper bank dictated the pymt amount and dates of the 3trial payments. The payments were acknowledged to be received on time. Then Mr Cooper bank sometime around XX/XX/XXXX sent the approval letters ( for signatures ) to the non bankruptcy atty.
WHY? WHY to this guy? he was not my atty and the bank had been verbally notified. The incompetent XXXX XXXX was also TOLD several times to notify the Mr Cooper bank but he didnt do so until XX/XX/XXXX.
Due to the above incompetence by the Mr Cooper bank, my loan mod was denied. My loan was soon transferred to XXXX XXXX XXXX.
Now Im still fighting to get a loan mod approved but XXXX has denied it even though I told them the problem and my family income is higher than while at Mr Cooper. XXXX is telling me to appeal but things are only stronger than while at Mr Cooper. Why is this happening?
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05/13/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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Mr. Cooper. Mortgage is trying to take my home from me. I have paid over 74 % on this home and have been here for over 33 years.
I was up on all of my payments, but because of Covid and losing income. I stupidly took the " COVID Forbearance '' I now owe immediately, {$23000.00} I've applied and in the ( process/review ) for a relief from CalifRelief fund. and I am XXXX recently also. I do not walk and use a mobility scooter to get around close in town. The doctor office that I just recently got my insurance back ( XXXX XXXX ) is literally behind my house on the main street. I've owned this house or at least have tried to pay for this home for over thirty years. I don't plan to go anywhere. I had an excellent job/career for over 24years before XXXX. Then my life has turned to XXXX because of the so-called economy that has only made the wealthy wealthier!
Now it's hard to find work sitting in a wheelchair because I couldn't get a XXXX XXXX because covid closed the hospitals down. Now, I have more than just the hip that is XXXX XXXX XXXX. This is going on to two years. and I have tried since XX/XX/XXXX to contact this company. I wrote many notes on my mortgage portal to Cooper because I can not even get a voicemail. and they have DENIED me twice in the month of XXXX for any help whatsoever. This is Fraud! they are liars and they do not want to help me at all. They just want to kick a women who purchased her home at age XXXX in California only to have the whole system fail her, including the judicial system.
I obviously have to send a written letter to this company in which is b.s.
Because They REFUSE to answer any of their 3 phone numbers and the automation is a complete runaround and then they hang up.
- I had the forbearance from XXXX XXXX XXXX After I agreed to a very EASY button on my billing statement because " They are here to help! '' Really? When, after you kick me to the curb or before?
Mind you I have been with the company for over 10 years.
I went to make a voluntary payment a few months later and ALL of my billing and checking information had been deleted. I had to add it all back to make the payment. In which they added immediately to unapplied funds. Since XX/XX/XXXX, my only phone number has received hundreds of companies and people asking if I am selling. But, I have tried to call Mr. Cooper ALL 3 numbers and the agent supposedly working on my case. Called ONCE and 4 minutes later her phone had NO Voicemail box setup. Does this make sense to you???????????
At XXXX XXXX today XX/XX/XXXX. I received a letter at my door from Mr. Cooper oh and as I type this letter. My phone just rang with a man asking to buy my house...
This is beyond stressful, when you can just " feel '' someone messing with your livelihood
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02/13/2021 |
Yes |
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- Trouble during payment process
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Web |
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On XX/XX/XXXX, we requested assistance due to the pandemic and received paperwork in XX/XX/XXXX. The message number for the first request is XXXX.
Since that time we have been trying to obtain a modification to no avail as we receive conflicting information from the representatives. We have signed, had the documents notarized and returned the document several times to only being given a different excuse. I have resubmitted the required documents numerous times ; however, the review process has not taken placed as I am always advised the documents were not received. Mr. Cooper has sent notaries to my home three times and on all three occasions the documents were signed and provided to the notary only to be advised by Mr. Cooper that they need the signed and notarized documents. One time we were advised the documents were incorrect, the signature isnt legible, documents not notarized, we dont have all of the documents and the list goes on and on.
I have questioned several times why my fathers name is on the documents for him to sign when he is deceased? The death certificate was provided in XXXX and numerous times in XXXX with the last time being on XX/XX/XXXX.
As I stated in my XX/XX/XXXX email ( see below ) my father died of a XXXX XXXX and I am fighting to keep my home that I grew up in along with the memories. However, Mr. Cooper is not making this easy and has my family completely stressed. In XXXX we applied for a modification after my father died as the loan was delinquent and encountered the same issues that I am facing in XXXX. At that time ( XXXX XXXX I advised that I wanted to apply for Success in Interest and XXXX XXXX system of record was updated to reflect the Estate of XXXX XXXX. The modification documents were sent, which I signed only to later determine I also signed an assumption of the mortgage.
We have been trying to make our mortgage payments ; however, each time a representative advises that I did not need to make payments as they were processing the paperwork. It appears they are now trying to take us down the foreclosure path even though on each call the representatives promises not to foreclose and then state documents will be mailed. It is now XX/XX/XXXX and we are still being told they dont have the completed paperwork, the signature was not legible even though I signed the modification papers in XXXX and they could not verify my signature since they didnt anything to compare it to. Again I signed the modification and assumption documents in XXXX. Mr. Cooper was entrusted with handling our and servicing our mortgage but they are breaking our trust by engaging in unfair and deceptive practices. Please help save our home and eliminate the additional stress as we already dealing with the pandemic.
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06/23/2022 |
Yes |
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Web |
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On Thursday XX/XX/XXXX I called to request a payoff amount letter because I was closing and selling my house on XX/XX/XXXX. I was told it would be sent that same day to the title company. I called back on Tuesday XX/XX/XXXX because the Title company stated they had not received the letter. That day the title company stated they did not have my request from the XXXX on file and that it takes XXXX business days. I was told XX/XX/XXXX was my request day and that it will take up to XXXX business days for the payoff loan department to send the fax to the title company. I called again Friday XX/XX/XXXX to see if the fax had been sent or if we still needed to wait. I was told my request was still being processed and to call the following week. On Monday XX/XX/XXXX I called the mortgage company again and I was told the fax was sent on Friday XX/XX/XXXX. The title company stated they had still NOT received a fax. The representative then stated that he would have another copy sent that day but that also did not go through. I called back again to the mortgage company on Tuesday XX/XX/XXXX, I then was told that there were no request in their system. I got very upset and told them that was incorrect I had called both the XXXX and XXXX for request and I was told on Monday that the fax was sent Friday the XXXX and that they needed to look further. The representative then stated oh I see the request now and that the fax had not been processed or sent and they would escalate as it was the 6th day since the request. She then proceed to give me the information of a manager named XXXX XXXX. I tried calling her but she did not answer and I was taken to their representative. I spoke to one again to XXXX and he stated they did not see my request until I told them to look further and then he was able to see them. He stated he would escalate to their supervisor. I then called back on Wednesday XXXX of XXXX and was told that I would have the letter by today Thursday XX/XX/XXXX. Today is the XXXX and I just spoke to XXXX and he stated that he saw the payoff would be for XX/XX/XXXX which is incorrect as we requested it on the XXXX. He also said he would speak to the supervisor above XXXX XXXX her name is XXXX XXXX to escalate. XXXX then stated that XXXX needed to speak to a Mr Cooper to release payoff. This has now been going on for XXXX weeks and I get different answers every day and I need the mortgage to be paid off as of the XXXX. It seems like the company is trying to extend this further and further to collect more interest and that is not right as we are trying to pay them off as of the XXXX. While all of this has been going on the Title company has also called them and have not been able to speak to any managers or get a straight answer either.
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05/14/2019 |
Yes |
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- Struggling to pay mortgage
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Web |
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I paid the XXXX XXXX XXXX XXXX people to negotiate with my lender for my loan modification ... .... and theyve ask me to pay {$16000.00} dollars up front, they say this will served as a bond and would be refundable after the loan modification is done. This was way back in XXXX. And then last year if Im not mistaken XX/XX/XXXX, theyve ask me to pay another {$6500.00} dollars for their legal team to handle my loan modification. Then sometime in XXXX of the same year, they send me a confirmation letter that the said modification was already been approved and theyve asked me to pay in advanced the 3 months probationary period so that according to them they can be able to negotiate for a lower monthly payment, which I did.I paid them more or less another {$7000.00} dollars.Then after 3 months I called XXXX XXXX, XXXX aka XXXX XXXX and a certain XXXX XXXX XXXX, that the probationary period already ended and how come I havent received any regular billing statement from the lender. Theyve told me that I was lucky because the lender doesnt ask me to pay anything yet and maybe theyre still evaluating my monthly payment and they assured me that nothing to worry about cause my case are well being taken cared off. I went spoke to them last XXXX of this year, I even told them that one of this days I might receive a foreclosure notice from the lender, and they assured me that thats not going to happen. Then after a month, sometime in XXXX the thing that Im worrying about happened.I received a writ of ejection notice from the lawyers of the bank. And I tried to call this people but can not reach them, I think they de-activated their phones. So I still try calling their office and to my success I was able to speak with XXXX XXXX XXXX, Ive ask him why I couldnt reach XXXX XXXX, he informed that shes in XXXX cause the in law is dying, I told him that what I know she was divorced from the previous marriage and he told me that was the boyfriends mother.Ived told XXXX that I feel like Im getting scammed, he told me theyre doing everything and will update me.Ived waited for their update but it doesnt happens.So I decided to call them again but to my dismay the only thing I got when I dialed their number that it was temporary out of service. Now to hold the foreclosure proceedings for the meantime, I filed a chapter XXXX bankruptcy.Tomorrow XX/XX/XXXX, Ill be attending the said hearing at around XXXX XXXX Hawaii time. With this problem that Im facing right now, I wish that your good office can help me negotiate with Mr. Cooper ( XXXX ) to be able to secure the loan modification that Im trying to for the past 3 years. Hoping that you could help me save my property from foreclosure. Looking forward for your help. Thank you very much in advanced.
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03/23/2020 |
Yes |
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- Struggling to pay mortgage
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Web |
Older American |
I refer to my earlier complaint # XXXX and the Mortgage Service Company 's response, which is attached.
It is alarming that the Mortgage Insurance company " XXXX XXXX '' is engaging in two confusing tactics in order to achieve foreclosure on this property : 1- On the one hand XXXX states that it will not approve a short sale because I had purchased another home prior to default.
2- On the other hand, XXXX engaged in the short sale negotiations in XX/XX/XXXX and stated it won't accept less than {$390000.00}.
XXXX XXXX is negotiating in bad faith. It can not hang its hat on the rationale that I ( the borrower ) am ineligible for a short sale loss mitigation because I bought another home prior to default, and in the same breath provide a counteroffer of {$390000.00} to the {$380000.00} buyer offer. Furthermore, Mr. Cooper has done its own independent appraisal which valued the house at {$380000.00} in XX/XX/XXXX.
On the issue of defaulting on the payment after I purchased another home. This is totally coincidental. I had vacated the property in question - the Maryland Property - in XXXX of XXXX. The property has been rented out to at least 3 tenants until XXXX of XXXX. In XXXX of XXXX, I moved to Florida in search of a lower cost of living and was able to find employment and bought a primary residence which closed in XX/XX/XXXX. After my last tenant vacated in XXXX of XXXX, I re-listed the Maryland Property for rent and continued to pay the mortgage for XXXX, XXXX, and XXXX of XXXX. I had no intention to default. Unfortunately, we could not find a new tenant - this is all documented. So, the claim that I purchased a home and decided to default after that is bogus and sophomoric - it is all coincidental. I have documents to prove that I re-listed the house for rental and or sale and continued to pay the mortgage for 3 months in hopes to attract a tenant.
XXXX can not use the rationale of my having purchased another home before defaulting. The XXXX Property was rented out for 6 years before the default. I had moved to two different states in search of employment ( California and Florida ). My last tenant just happened to move out at the same time that I purchased a home. I did not purposefully default.
As for the counteroffer price of {$390000.00} it is not achievable. The price offered of {$380000.00} agrees well with the independent appraisal completed by Mr. Cooper in XXXX of XXXX which valued the home at about {$380000.00}. Other real estate valuations were done and show a market value of {$370000.00} to {$380000.00}. These other opinions were also forwarded to Mr. Cooper.
Mr. Cooper as a fiduciary agent of XXXX should reach into XXXX 's upper Management and request a realistic review of this situation.
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12/27/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
I received an email on XX/XX/XXXX, from the financial institution Mr. Cooper saying that my home mortgage was transferred from XXXX XXXX XXXX XXXX to Mr. Cooper and they provided me with a new Mr.Cooper Loan Number and a transfer effective date of XXXX XXXX.
I made the online account set up with Mr. Cooper, and was surprised with the monthly payment as it was showing the regular payment of the principal of {$2000.00} plus an additional Escrow amount of {$660.00} totalizing {$2700.00}.
As I never had escrow in this mortgage I called Mr. Cooper and talked to an Escrow Account Agent XXXX XXXX XXXX, who informed that the mortgage was transferred from XXXX with Escrow. As I questioned that I never had escrow in this mortgage, she replied that it was because I have not paid the property insurance. I firmly stated that I keep my insurance up to date and had already paid the policy for the period from XX/XX/XXXX to XXXX, then she made a tri way call with Mr. Cooper Insurance specialist.
I stated again to Mr. Cooper Insurance Specialist that my insurance was always kept current, and was not aware of any issue with XXXX, that I never received any communication from XXXX regarding lack of insurance for the property. She requested the proof of insurance to me and the contact information of my Insurance Agent. While I gave her over the phone the insurance policy details, my Insurance Agent uploaded in Mr. Cooper system the insurance policies for the last 03 years ( XXXX, XXXX and XXXX ).
I confirmed that the carrier informed XXXX about the policy renewal, and due to some internal issue they placed insurance on my loan without notifying me. They did not even bill me for the insurance they placed throughout all the time I was with them. The attached XXXX statements show that right before they sold the servicing to Mr Cooper they must have done an audit and realized they had not been charging me. At that point they billed you the full amount in arrears and placed it as a monthly escrow which appears on the last monthly statement, they then sold the loan and washed their hands from the issue. XXXX could not do that. I have provided my proof of insurance and can prove I had my own paid insurance from the start of the loan.
Mr Cooper should have done a proper due diligence analyzing the previous mortgage statements to verify the integrity of the information they received from XXXX. Mr Cooper needs to contact the prior servicer and figure out how to resolve this issue, but either way I shall not be liable. They need to figure it out between them and remove the full amount from my escrow. Since Mr. Cooper is the current servicer its up to them to make it right. I do not agree to have any type of escrow in my mortgage account.
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06/07/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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After closing on our first mortgage for a new home on XX/XX/XXXX, our mortgage was sold to another company without any of our input ( which I don't think is an acceptable practice ). It was sold to Mr. Cooper- previously Nationstar. This is NEVER the company I would have chosen for my mortgage, especially given the consumer protection atrocities documented after the housing crisis in XXXX. That being said I am already experiencing practices which I feel are meant to prey on consumers. The organization of this company means that you can not address account issues with any one person, you have to speak to a different person every time you call to discuss your account. These people are not knowledgeable or helpful and only regurgitate the information on statements or documents. You can not make any progress or address any problems. It's like beating your head against a brick wall. With particular details as to our experience- upon our mortgage being sold to them, they did not do any of their homework by reviewing our closing documents. On XX/XX/XXXX Mr. Cooper increased our escrow by {$140.00} per month. When we looked into the details, it was because of a disbursed insurance payment which had already been paid by the previous lender upon closing, disbursed taxes which had already been paid upon closing, and also an increase in 'cushion '. When we tried to speak to someone about this we went through the ringer. It took us two whole months of going in circles. Finally I had our previous lender contact them to sort it out. However we still owe a considerable amount due to this cushion - a total of {$720.00} for this year. I paid this difference in escrow in one lump sum on XX/XX/XXXX. The service lady told me that it would go back to their escrow review department and the new monthly payment would match our original monthly payment of {$3500.00}. Upon viewing the updated amount today, Mr. Cooper is STILL trying to charge us more money per month. Our updated payment amount is now {$3500.00}. That is {$280.00} a year difference. I will have to contact them again and I am sure experience the same incompetence from the service side. I believe this practice is happening so that they can take advantage of consumers and make money off of them. After reviewing complaints on the Better Business Bureau, it seems I am one of thousands of people who have this same complaint about escrow and tax/insurance disbursements. My description above does not even take into account a couple of other things that seem fishy to me about their customer service. This company should be investigated and consumers should have a say in who is able to buy their mortgage. I feel like I'm living in a giant scam of an economy right now and I have no power.
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02/27/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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We have received NOTHING by mail but XXXX has apparently transferred our mtg without proper notification. I already scheduled my payment for XX/XX/XXXX online through the XXXX XXXX page it is their only option to pay online as I have since they started handling the loan. Top of page had red letter heading about IF YOUR LOAN WAS TRANSFERRED ... So when done I went to my email acct and logged in today XX/XX/XXXX and In an Email dated XX/XX/XXXX XXXX XXXX so at earliest if I checked emails everyday I would have recvd it XX/XX/XXXX I find a notice from XXXX saying they are transferring our loan as of XX/XX/XXXX. WTH?
That is a 1 week notice for something as BIG as Changing where we send our Mtg payments? And NOTHING IN WRITING IN THE MAIL? And I am supposed to send my payments to Mr. Cooper DBA as Nationstar Mtg? This does not even sound real OR Legit, Mr. Cooper DBA?
This is the email I received.
XXXX To : XXXX XX/XX/XXXX at XXXX XXXX XXXX XXXX XXXX is the servicer for the loan ending in XXXX.
You should have received a Transfer of Servicing Notice from us indicating that, effective XX/XX/XXXX ( " Transfer Date '' ), the servicing of your mortgage loan will transfer to Nationstar Mortgage LLC d/b/a Mr. Cooper ( " Mr. Cooper '' ).
This means that Mr. Cooper will start accepting payments on XX/XX/XXXX at Nationstar Mortgage LLC d/b/a Mr. Cooper, Payment Processing, XXXX XXXX XXXX, XXXX, TX XXXX. If you have scheduled any payments for after the Transfer Date through XXXX XXXX XXXX, those payments will be cancelled and you will need to contact Mr. Cooper to reschedule them. If you use online bill pay through you financial institution, you will need to change the payment information to Mr. Cooper.
Nothing about the terms of your mortgage loan will change. You should receive a letter after the Transfer Date from Mr. Cooper with your new loan number, additional information and instructions for setting up a new online secure account at www.mrcooper.com. In the meantime, you can find additional information on our website here.
If you have not made your XX/XX/XXXX payment, you can still make your payment quickly and easily online until XX/XX/XXXX. Remember, all payments made on or after XX/XX/XXXX should be made to Mr. Cooper.
Sincerely, Seterus , Inc .
They say after XXXX won't even be able to access documents, but only documents available are tax XXXX no other files for transfer from B of A or anything have anything in them now ...
XXXX provides no number for live contact via phone or email ONLY an address for sending LETTER.
We have not been provided any phone numbers to call the new company either.
Is the GOAL to stress and worry homeowners? I mean seriously I am supposed to pay My Mortgage to www.mrcooper.com?
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02/07/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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I have been attempting to sell m home via a short sale since XXXX of 2019. My lender Mr. Cooper has not cooperated with me throughout this entire process. My realtor has been assigned several negotiators and each time the short sale process had to start over. The last negotiator that was assigned had been giving my realtor false information via XXXX. One example being that my property had to go through a short sale valuation program via XXXX. She told my realtor several times that she was waiting for a date for the property to go through the program when the whole time the property was denied for the program. Secondly my property has had at least 8 valuations done, both appraisals and BPO 's, all consistently coming in around the same value. Several different offers were submitted for full price of the value. They were denied because either the negotiator/lender allowed the values to expire or excessive fees as the lender stated. My realtor worked to get the fees removed or reduced as Mr. Cooper asked and resubmitted the offer. The negotiator has allowed the offer to sit on her desk for over 30 days stating the internal system wont update and that she cant do anything until Mr. Cooper fixes the system. Now I have a sale date and the lender wont stop the sale date to review and approve the latest offer. To me it feel as though Mr. Cooper is trying to force me into foreclosure instead of helping me as they state they will. The negotiator XXXX XXXX is pretty much very non responsive and doesn't really seem to care about my situation as well as the rest of Mr. Cooper 's staff. I have done everything that has been asked of me. I have called Mr. Cooper several times to try and assist my realtor to help move the process along with selling my property but haven't gotten anywhere. To me it doesn't make any sense that I have a BPO done on my property on XX/XX/XXXX and on XX/XX/XXXX, the internal system for Mr. Cooper is not updated to show that value and therefore the negotiator chooses not to do anything with my file other than says she has to wait until the system is updated and the valuation is updated. That's 30 days that has been lost and the amount of time we have been waiting on an answer in reference to the offer that was submitred with the fees waived or lessened as Mr. Cooper asked. Its also mind boggling to me that all the offers that were denied, were denied pretty much immediately but this one has been delayed or ignored after all instructions were followed after being told what was need by Mr Cooper. Mr. Cooper and the negotiator XXXX XXXX needs to be held accountable for this. I am losing my home to foreclosure and they aren't willing to help only willing to push me further into foreclosure. Please help me
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08/24/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Servicemember |
An escrow analysis was done and increased by payment to almost the double amount. When I inquired to determine the reason, my homeowner 's insurance billed amount was incorrect.
The address for this mortgage company is XXXX XXXX XXXX, XXXX, VA XXXX The homeowner 's insurance billed amount was incorrect. The amount of XXXX has been deducted from my escrow account, paid to XXXX, from my escrow account, paid to XXXX, which had no policy for this property and refunded by same.
and the insurance amount paid is for my other property at XXXX XXXX XXXX XXXX VA XXXX. Nationstar Mortgage has no insurable interest for the property at XXXX XXXX XXXX XXXX VA XXXX. I worked with XXXX to determine that Nationstar had accessed the business to business website and fraudulently gained the insurance amount for XXXX XXXX XXXX XXXX VA, XXXX, which was a violation of my financial privacy. Additionally, the funds they removed from my escrow account to pay a debt that was not due from me.
I contacted Nationstar on XX/XX/2019 about this issue. through the messaging portal fro their website. I received a reply on that my inquiry had been forwarded to the insurance department for review on XX/XX/XXXX. On XX/XX/XXXX, I replied that my issue had not been addressed. The subsequent communication on XX/XX/XXXX and XX/XX/XXXX was via my personal email, XXXX. Next, on XX/XX/XXXX, I received an email stating they received my inquiry was to establish an escrow account. I replied again via email and stated my issue was still unaddressed. On XX/XX/XXXX, I received another email response again referencing my to establish an escrow account, which I never made. I replied on the same day again stating this was not my issue and my issue was STILL unaddressed.
the increased mortgage payment, due on XX/XX/XXXX would not be paid at the current amount. I further advised that as I had not received any resolution I received no further correspondence. On XX/XX/XXXX, I contacted Mr. Cooper via their online messaging portal and advised there had been no resolve and from them, I would be seeking elsewhere. On the XX/XX/XXXX, I received 2 separate response, one to acknowledge receipt and the other to apologize for the poor customer service and that the issue will be forwarded to customer relations. On XX/XX/XXXX, I received a letter by email restating the payment of {$3800.00} to XXXX and the refund. As well, the use of the {$3800.00} as a basis for the escrow analysis. Still, no reference was made as to why they used the amount of the insurance cost for my other property or their basis or right to access this information. My response addressed this specifically in my email response today, XX/XX/XXXX. All of these events occurred in this calendar year, 2019
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07/04/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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After my husband lost his job and being forced to sell a property we owned via short-sale, we paid XXXX XXXX XXXX ( now XXXX ) to help us secure a loan modification with Mr. Cooper because we were having trouble making payments on our primary residence. On XX/XX/XXXX, we received a letter from Mr. Cooper approving us for a trial plan under the Flex Modification Program. We followed the directions and called to accept the offer. We made all three of our trial payments in full and on time which, as the letter indicated, were actually greater than our original payments because they were required to include escrow for property taxes. This letter promised us that if we made all of the trial payments on time and we submitted all the required documents, which we did, that our mortgage would be permanently modified. We followed the directions and did not hear from them for many months. They claimed they mailed us a couple of letters which we never received. It said that our flex plan was approved. Near the end of XXXX, we became aware of an error on the part of Mr. Cooper. Apparently, they processed our trial payments incorrectly, not taking into account that we had added funds to cover the escrow. This error resulted in our account not being in arrears. That made them think that we did not require assistance or a mortgage modification. We called them immediately to get it cleared up when we discovered what had happened. The representative I spoke with on XX/XX/XXXX erroneously informed me that they had sent out the package to formalize the new modification and that we had failed to sign it and return it and that that was why the modification had been retracted after it was promised. I protested but he was adamant. Their letter dated XX/XX/XXXX admits that this representative was wrong and that we paid our trial amounts. They provided no valid reason for canceling our modification. Their letter from XX/XX/XXXX admits that an error occurred somewhere in their processing of our account ( since we have proof that our modification was approved and that we made the payments ). Wanting desperately to get our modification back, we followed their instructions and spent several more months filling out a duplicate application for them to review and re-submitting bank statements and forms. Since our financial situation was not better, we thought for sure that they would correct their error and re-approve the loan modification. Instead, we were horrified to learn that they denied it and that they were reporting us to the credit bureaus for paying the trial amounts they told us to pay ( which caused our credit score to plummet from over 700 to under 600 ) and, to add insult to injury, they have fined us {$500.00} in late fees!
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02/22/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
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Web |
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Loan Number : XXXX XXXX XXXX XXXX Attn : Customer Service XXXX XXXXXXXX XXXX XXXX XXXX, Texas XXXX XXXX : Notice of Error for Outstanding Mortgage Balance for XXXX XXXX XXXX # XXXX Dear XXXX XXXX Customer Service XXXX : XXXX XXXX/SeterusXXXX has made the error of NOT subtracting the tax and insurance payments made by XXXX XXXX from the outstanding mortgage balance since 2015. Since 2015, XXXX {$36000.00} or more [ i.e. {$31000.00} ( Taxes ) + {$4700.00} ( Insurance ) ] has been paid by XXXX XXXX for taxes & insurance but XXXX XXXX/Seterus/XXXX REFUSES to subtract the ~ {$36000.00} or more from the {$91.00}, XXXX outstanding mortgage balance.
XXXX XXXXSeterus/XXXX has ignored this Notice of Error caused by them since 2015.
Because XXXX XXXX/Seterus/XXXX refused to correct the mortgage balance - they pushed my property into FORECLOSURE & have ruined my credit score & prevented me from modifying or refinancing my loan.
XXXX XXXX/Seterus/XXXX has caused my credit score to decline from XXXX to now XXXX ( XXXX ) and XXXX ( XXXX ).
XXXX XXXX/Seterus/XXXX can resolve this problem by subtracting the ~ {$36000.00} or more from the {$91.00}, XXXX outstanding mortgage balance and modifying the loan.
OR sell back this loan to XXXX ( 2nd lien holder for them to modify the loan ) AFTER correcting the incorrect mortgage balance ( i.e. subtract XXXX {$36000.00} or more from the {$91.00}, XXXX outstanding mortgage balance & sell back the loan to XXXX the XXXX lien holder ).
XXXX XXXX/Seterus/XXXX has refused to correct the error with the mortgage balance after countless proof of payment for taxes and insurance were sent to their attention.
Attached are evidence of tax and insurance payments made by XXXX XXXX from 2015 to present.
Duplicate tax and insurance payments were made by XXXX XXXX/Seterus/XXXX from 2015 to present XXXX for which they were refunded ).
Attached are the following documents Tax payments XXXX school and town/county tax ) made by XXXX XXXX from 2015 to present Insurance payments made by XXXX XXXX from 2015 to present & ( for the life of the loan ).
Tax payments refunded to XXXX XXXX/Seterus from 2015 to present by 1 ) XXXX XXXX Receiver of taxes and 2 ) XXXX XXXX As required by law, XXXX XXXX must correct this error or XXXX XXXX will contact New York State XXXX XXXXXXXX XXXX XXXX at XXXX and at XXXX.
As required by law, XXXX XXXX must provide a written respond to this Notice of Error within 30 days.
All taxes and insurance has been paid by XXXX XXXX since the loan inception.
XXXX XXXX/Seterus/XXXX has been refunded for all taxes that it has paid in duplicate since 2015. XXXXXXXX XXXX/Seterus/XXXX has never made insurance payment for Loan # XXXX.
Sincerely, XXXX XXXX XXXX
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08/06/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
On XX/XX/2020 we completed a refinance of our primary residence. Mr. Cooper, our old mortgage company, issued a payoff statement dated XX/XX/2020 to our title company, XXXX XXXX XXXX. On the day of closing, XX/XX/2020, Mr. Cooper paid our Homeowners Insurance from our impound account. There was a {$230.00} shortage in our impound account and the Title Company 's payoff wire transfer was refused by Mr. Cooper for this reason. We were contacted by the Title Company on XX/XX/2020 and advised to contact Mr. Cooper and pay the {$230.00} shortage so that the wire transfer could be accepted. We contacted Mr. Cooper on XX/XX/2020 and agreed to pay the shortage from our checking account that we were already using for our auto payments of our mortgage. XXXX XXXX, the Mr. Cooper representative completed this transaction over the phone, telling us we were paid in full and that this would take care of the shortage ( we have an audio recording of this phone call, and we received their permission to record the call. ) We were contacted on XX/XX/2020 by XXXX XXXX, Legal Counsel at XXXX XXXX XXXX XXXX, saying that the wire transfer had again been refused. We contacted Mr. Cooper and were told that the payment was never received and that we are now responsible for late fees and that we are delinquent on our mortgage payments with them, resulting in thousands of dollars. We have been back and forth with Mr. Cooper on multiple occasions, along with XXXX XXXX XXXX. Mr. Cooper has returned the wire transfer payoff at least 4 times to XXXX XXXX XXXX and XXXX XXXX XXXX keeps sending the payoff back to Mr. Cooper. We have escalated this issue to the Research Department at Mr. Cooper, and then the Customer Relations Department at Mr. Cooper, but from the latest response we received dated XX/XX/2020, we are more confused than ever. Mr. Cooper has obviously refused to listen to the recording from XX/XX/2020 when we agreed to pay the shortage. In paragraph 4 of this letter they say " our records do not reflect the amount of the {$230.00} that you stated you paid to XXXX XXXX. '' We authorized to pay this amount to Mr. Cooper, not XXXX XXXX XXXX. If they would listen to the phone conversation, they would realize this. We have 2 loans on our home, we are thousands of dollars behind due to penalties and interest on our old mortgage with Mr. Cooper, and no one at Mr. Cooper is able to understand what has transpired to bring this to a satisfactory resolution. We have attached the audio recording from XX/XX/2020, which clearly states that they had taken the payment of {$230.00}, reported to us by XXXX XXXX XXXX, from our checking account that would satisfy the escrow shortage. We have also attached the XX/XX/2020 letter from Mr. Cooper.
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02/27/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
MEMO TO : Seterus, Inc. via its legal counsel ; Nationstar Mortgage d/b/a Mr. Cooper FROM : XXXX XXXX XXXX, XXXX.
RE : NOTICE OF SERVICING TRANSFER dated XX/XX/XXXX of LOAN NUMBER XXXX ( copy of Notice attached to this email ) DATE : XX/XX/XXXX PLEASE TAKE NOTICE that a disagreement exists between me and Seterus regarding the unauthorized charge of {$280.00} that appeared on my XX/XX/XXXX statement. Despite efforts to have removed, Seterus ignored my request and has engaged in its longstanding practice of late fees, etc. during the pendancy of the disagreement.
As a quick summary of this disagreement, I have copied and pasted the XX/XX/XXXX, email between me and Seterus ' attorneys : From : XXXX XXXX [ XXXX : XXXX ] Sent : Wednesday, XX/XX/XXXX XXXX XXXX To : XXXX XXXX Cc : XXXX XXXX ; XXXX XXXX ; XXXX XXXX ; XXXX XXXX ; XXXX XXXX Subject : Re : XXXX XXXX , XXXX XXXX, Pursuant to the terms of the Mediation Settlement Agreement, incorporated into the fully executed Modification Agreement ( with the unilateral cramdown of an additional .XXXX % interest rate ), the new principal balance agreed upon and incorporated into the modified loan paperwork included ALL charges of every nature.
After timely making my initial payments, the statement from Seterus dated XX/XX/XXXX included an additional {$280.00} that the Seterus rep I just spoke with identified as " legal expenses ''. This is unacceptable as contrary to the terms of the Mediation Settlement Agreement and the terms of the Modification Agreement. I also find the amount suspicious of passing on the cost of the last mediation conference that Seterus was obligated to cover in full.
Please reply to me explaining your position and let your client know that I am requesting a detailed statement explaining the source of the {$280.00} and a waiver of same pursuant to the settlement of the wrongfully filed foreclosure action.
Best regards, XXXX XXXX XXXX XXXX, XXXX, XXXX Florida XXXX # XXXX XXXX XXXX XXXX - XXXX XXXX XXXX XXXX XXXX, FL XXXX XXXX XXXX ***end of XX/XX/XXXX email*** This disagreement continues and this email serves as formal NOTICE to the new servicer, Mr. Cooper, and my demand that before accepting the balance as accurate on the above-referenced loan, that an accounting be required, that the {$280.00} charge be removed, along with all late fees, etc., and that the account be reset as current, and the payments will resume based on the corrected balance.
Please acknowledged receipt of this email and your response to my demand by XXXX XXXX XXXX tomorrow, XX/XX/XXXX.
XXXX XXXX XXXX, XXXX, XXXX, XXXX Florida XXXX # XXXX XXXX XXXX XXXX - XXXX XXXX XXXX XXXX XXXX, FL XXXX XXXX XXXX XXXX
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09/22/2019 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
I have been attempting to complete a modification with Mr. Cooper for quite some time now. Initially my mortgage had a hardship with Nationstar and it was sold to MR. Cooper. They told me they didn't have to honor it and that I'd need to start all over which I did, back in XXXX of 2019. Although I am supposed to have a dedicated point of contact, everyone except this POC calls me daily. Although I ask them to speak to one person so that it cuts down on confusion that doesn't happen. I have filed multiple complaints with them directly for a number of reasons and now feel the need to escalate : 1. Someone was placing notes on my account that they were reaching out to me to work out a payment arrangement and they never did. I ended up calling in to check on the status of the modification and found this out. I sent an email from their corporate relations dept thanking them for bringing it to their attention despite the fact that their actions could've been detrimental to my family.
2. They were sending people to my home daily to complete an " inspection '' and charging me for it. They also left large and rather embarrassing notes on my front door despite the fact that they were in some sort of contact with me on a consistent basis and after contact an attorney they sent me a letter stating that they were within their rights they would stop. If something IS indeed within your rights why stop??
3. They call multiple times a day non stop and their answer is they are entitled to call me up to 9 times per day. Even when I tell them I am in the hospital or recently released from the hospital.I comply with every thing they ask of me.
4. They are extremely rude and inhumane when they do call.
5. When they calculated my modification they used my food stamps as income which you can not do and there were updates that I sent them that they did not take into consideration and completely overlooked which caused me to have to decline the modification and start all over again.
5. There is an awful lot of back and forth with the modification which I understand some is necessary however I will get calls and letters in the same day with conflicting information and is hard to keep up with what is needed and what exactly is happening. I now have a HUD counselor to assist however MR. Cooper does not want to work with her but she is my eyes and ears and knows this process better than I do and she is the expert.
I want to remain in my home. MR. Cooper makes it hard for me to believe that I recover completely and feel safe that I can get the modification I need. Every call I hear your home is in foreclosure, your home is in foreclosure.That adds stress. Trust me I know my financial situation, I also know its temporary.
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10/11/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Servicemember |
Mr Cooper home loan company refuses to take my payment over and over after we took a covid 19 payment forerance XXXX I started back on payments in XX/XX/XXXX where they would only take a portion they told me only of XXXX of regular payment amount which was XXXX my loan payment is XXXX normally so that's what I did for three months on time. I was told after 3 payments this way they would work with me and refinance to terms for covid 19 relief. I was then given papers to refinance my home in a 40 year loan vs my 20 year loan at same rate which is higher than average interest rate and I didn't want a different amount of years in loan we are already in. I was told by the legally they won't refi my loan or any other servicer for 12 months. My husband is XXXX and I'm XXXX on ssdi since XXXX. I then was very upset they told me this was all they could do and I need to sign it I did not I wanted the amount to be put on back end of loan only or refinance with options for terms and less interest charges. I was very upset and made calls to an Mortage loan office that I have used in the past and was told how they can't do what they are they durning this time gave me no access to online loan details nor was any of my calls going through. I got through to a division of Mr Cooper that deals with issues with consumers and I basically told them you are lying and giving misleading and inaccurate information and making me feel I have to do something that is not what I see nor read about on covid 19 Mortage relief per the government. I was after hours of research able to find out that I need to go to my original payment amount and pay 3 payments on time and I can refi with a FHA or Va loan. My husband is also a veteran but we have a conventional loan at this time. So after knowing this had to call back Mr Cooper stated all the information I had learned telling them how fraudulent there are being and how unlawful there practices are being because again they would not take my payment finally got a representative from Mr Cooper to force my original loan payment for 2 months XX/XX/XXXX and XX/XX/XXXX. I said I would call re the XX/XX/XXXX just to confirm what date to process payment and they didn't want to take it again with out full amount due including payments missed from covid 19 relief or nothing again had to spend hours being transferred to person to person when someone forced payment through.. this has been very stressful and time consuming I feel like I've been lied to over and over for there benefit reguardless of the law please help I would like to get into HUF program when available for the past Mortage and to be given truth from these companies and help not taken advantage of for there own financial gain...
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03/26/2023 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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I am trying to assume an FHA loan that is serviced by the company Mr. Cooper. I first contacted the Mr. Cooper assumptions team via email ( XXXX ) on XX/XX/2023. I never received a response. On XX/XX/XXXX, I was finally able to get a customer service representative from Mr. Cooper on the phone, who sent me an assumption " welcome packet '' via email. This packet asked for some information from me and some information from the current borrower. We both completed our respective pages and, on XX/XX/XXXX, we sent the packet back to Mr. Cooper via 3 methods : email ( XXXX ), fax ( XXXX ), and USPS. Each one included a request in the cover letter for someone from Mr. Cooper to acknowledge receipt of the packet and let us know if they needed any additional information. It has now been 4 weeks, and I have not received a single communication from Mr. Cooper in that regard. I sent an additional email to the same email address on XX/XX/XXXX, and did not receive a response.
Since the beginning of this process, I have contacted the Mr. Cooper customer service line 5 times. I usually have to spend at least 15 minutes navigating their automated phone system before I can talk to a real person, because the system continually loops me back to the beginning of the process and I have to start over. Each time, I have ended up talking to a different representative. Each one has refused to let me talk to ( or even set up a phone call with ) someone who actually works in the loan assumptions department. This is problematic because each time I call in I get conflicting information about what information they have received from me, when they received it, when I will receive a response, and even whether the loan is assumable in the first place. I am consistently pointed to the same email address ( XXXX ) that I have contacted 3 times without a response.
I do not know, and no one at Mr. Cooper seems to be able to tell me, the status of my assumption application. I've been told that the assumptions team is theoretically assessing my credit worthiness. I would love if that is the case, as that would represent progress. However, this seems impossible as I have not provided the typical information ( bank statements, income/employment verification, etc. ) typically used to assess credit worthiness. I would be happy to provide this information, but someone from Mr. Cooper needs to tell me how to provide it. All that I have provided thus far is the basic demographic information requested in the welcome packet, a photocopy of my driver 's license, and a photocopy of my social security card. Given that I still haven't heard anything back from Mr. Cooper, I now worry that I have given my SSN to a complete sham of a company.
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07/20/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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We have owned our house for 14 years and have problems with payments during Covid. Our mortgage company Mr. Cooper says we qualify for pandemic forbearance plan and gives us 9 months with no payments. When the plan ends we ask them to try and modify or restructure our loan and they refused, they would not let us fill out application, they would not look at the current financial information of our family. We tell them that part of the government forbearance plan is to give people a way to restructure the loan and be reviewed for programs and they say sorry, Mr. Cooper does not do that, you have to pay all the past due payments to us in one payment. We make good income again but can't pay all this money. Now Mr. Cooper sets sale date for XX/XX/XXXX. We love our home and have equity and want to fix this but Mr. Cooper will not give us a chance.
We believe this is government XXXX XXXX or XXXX XXXX loan and there are many programs that are available for distressed homeowners. We had a modification 7 years ago when the interest rate adjusted very high and we made these payments for almost 5 years with no problems. In XX/XX/XXXX I was no longer able to work and was collecting disability and my husband 's company was sold to a new ownership group. Even though my husband made good money, the new owners don't understand the business and the company has problems and can't make the payroll for a few months. Once things were fixed we called Mr. Cooper to begin making mortgage payments again but they would not take the money. We asked to be considered for modification and they said no, the only option is to pay everything back.
A few months later we had Covid pandemic and my husband company struggles and he loses hours and they miss payroll several times. Finally after many calls Mr. Cooper says we are approved for pandemic forbearance plan. We believe that after the forbearance we can work to a new modified and restructured loan or repayment plan but instead same thing happens and the agents say no to everything. This is wrong. Pandemic CARES Act forbearance was mandated by Congress and lenders are REQUIRED to offer a path to fix the late payments after the program ends. Mr. Cooper has failed to do this.
We have had a significant change in our financial circumstances, my husband is doing well at his job and I am receiving monthly XXXX and my son who lives with us is also working full time and contributing. This is an avoidable foreclosure if Mr. Cooper would just give us a chance for review for modification, restructured loan, capitalization of arrearages or repayment plan but they block everything we do. This is wrong and this company should be investigated for how they treat Virginia homeowners.
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11/27/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Our home was flooded by Hurricane Florence and our Flood insurance company sent us a check in our names and the mortgage company Nationstar Mortgage d/b/a as Mr Cooper.
I registered my disaster claim with Mr Cooper on XX/XX/XXXX and received a Tracking number and information.
I have been asking questions for more accountability and transparency of them for how my claim check is going to be handled, such as : XX/XX/XXXX Why is my claim monitored diffently then my flood Matthew disaster? I was told Fema guidelines and because of the amount of my check. Is my money going to be placed in a interest bearing acct.. I was told no. Later I am told yes. Every time I call the special disaster relief number I speak with a different person and receive conflicting information from before or new information that gives me a little bit of the BIG picture of how and where is my money being held. No accountability to me how they are governing my check and Not fully being transparent to me what I have to do to have some of my money sent to me for needed repairs as well as reimbursement of our out of pocket expenses.
I have been asking basically the same questions over and over again and have requested this information be put in writing to me. As of this time and date I still have not received this information.
I have been told it is on the website. Just need to register and I can read it there. NO it is not on : XXXX So I call back again, I am told I can find the information on MrCooper.com. NO its not there either.
I can go on and on how I get the run around from Mr Cooper servicing department.
# 1 When I send this claim check in I want to know who and where my money is being held. This money is not a payment and not escrow money.
# 2 How is the money held? Trust acct? Escrow Names on acct etc?
# 3 insured?
# 4 Can we do self contracting? What are guide lines? And Hire Contractors too!
I have been asking these questions and have asked it be put in writing and as of this date have not been given or received requested information.
This is our home. We have had an Excellent mortgage history on this loan before Mr Cooper took over and since he took over. We repaired our home after the XXXX Hurricane Matthew flood. We have continued to improve our home and will do the same to repair and improve our home after this Hurricane Florence disaster.
I feel we and any consumer deserve more respect than what I have received from Mr Cooper and full transparency and accountability for this insurance money they want to hold. Today is XX/XX/XXXX.. They have had long enough time to honor my request so we can move forward to repairing our home. They have left me in limbo long enough. I request your assistance.
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11/11/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Payment process
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Web |
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MrCooper/Nationstars reported a 30-day late payment to credit bureaus, even thought it was caused by their own technical problem and failure to communicate with client.
1 ) My mortgage payment had always been set to " autopay '', since it was transferred to Mr.Cooper from another mortgage servicer last year.
2 ) Around XX/XX/XXXX, there was a temporary issue on the bank ( XXXX ) side which prevented the auto-pay transaction from going through, the problem only affected electronic payments and it was resolved within a week.
3 ) The affected the autopay transaction for the month, it didn't go through. However, MrCooper issued a false statement on XX/XX/XXXX ( electronically delivered on XXXX ), it showed that the payment on XX/XX/XXXX was successful, and the next due date is XX/XX/XXXX.
4 ) This false statement was deceiving and never got cancelled or corrected, it gave me a false impression that the banking glitch didn't affect my mortgage payment.
5 ) MrCooper later claimed they issued a NSF letter on XX/XX/XXXX, however, this letter was never sent out either physically or electronically, to this date, it still doesn't show up in my account 's document list. This was probably caused by, a ) A defect in their document system, or b ) Someone generated the document at a much later date but couldn't properly back date the file to insert it into my document list.
6 ) During the 30-day period ( XXXX ) Mr. Cooper never tried contacting me about the transaction issue. ( When I talked to their representative on XX/XX/XXXX, they admitted that they didn't send me any mailing notice or made any phone calls on this matter ).
7 ) On XX/XX/XXXX, 33-days after the failed ACH transaction, they finally issued an " ACH Confirmation/Rejection letter '', they placed this document in my account 's document list, and emailed me with a very inconspicuous subject of " You have a document to review ''.
8 ) On XX/XX/XXXX, they finally contacted me via telephone for the first time, and, I was very surprised to hear that, and paid the balance over the phone immediately. They also surreptitiously inserted two-months late fee into the total amount without explaining the numbers to me.
9 ) On XXXX, they reported to credit bureaus that the payment was " 30 days '' late.
10 ) On XX/XX/XXXX, I called their credit department asking for an explanation on why they never corrected the false statement and never notified me when the auto-pay transaction failed. They said my phone number was marked as not-to-contact ( yet this was the same number they used a month later to call me ), they also couldn't explain why no USPS notification letter was mailed. It's likely to be part of their cost-saving measures.
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03/10/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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To Whom It May Concern : Enclosed are copies of supporting letters, bank statements, etc. showing proof of all required payments/escrow payments made to Mr Copper, loan # XXXXXXXXXX. This loan was transferred from XXXX XXXX Mortgage to Mr Cooper beginning XX/XX/XXXX. Our bank statements prove they received bi-monthly payments in the amount of {$520.00} which equals the required monthly payment in the amount of {$1000.00}. Every payment has been made through our XXXX XXXX XXXX XXXX bank as shown on statements has been on time/not late as shown & cleared to Mr Cooper as you will find enclosed, statements dated XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX & XX/XX/XXXX. They have failed to correct their discrepancies which has caused me severe XXXX and adding insult to injury they have ruined our credit with wrongfully reporting late payments to all three credit bureaus. When the inception of this loan was transferred to them they received an escrow credit of {$380.00} which should have been posted to our escrow account which they failed to do. Instead they posted it to additional principal.. I immediately notified them on XX/XX/XXXX, XXXX XXXX # XXXXXXXXXX. When the accounting department reversed the escrow credit {$380.00} from additional principal they also reversed one of my payments of {$520.00} which they lost both payments and for the past XXXX months have not found the money and credited our account. They responded on XX/XX/XXXX stating they forwarded my inquiry to their Account Service Department to locate & apply our payments. To this day, no response, no help, nothing from them. I have made more than 40-50 plus calls to Mr Cooper for the past four months just getting the runaround. The few people that did promise to make this right, fix the errors & told me not to worry about getting reported to the credit bureau because it was their discrepancies did not come through. They told me everything would get reversed & if there were negative issues they would fix everything. The people I dealt with the most was XXXX XXXX XXXX XXXX Team ( Supervisor ), Deandria/Manager for XXXX XXXX Resolution Team, Donyea/CSR, XXXX XXXX XXXX XXXX XXXX etc XXXX Please review all enclosed documents and kindly remove the late and/or late payments on this account & also balance our mortgage/escrow account which was current at the inception of this transfer all payments to date as current & return our escrow credit you received in the amount of {$380.00} from XXXX XXXX Mortgage back to our escrow account. Please remove incorrect late reporting to all three credit bureaus asap! If you have any questions or need additional documentation, etc, please feel free to call me at XXX.XXX.XXXX ( c ).
Sincerely, XXXX XXXX
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09/28/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
Servicemember |
On XX/XX/2019 I applied for a refinance on my current mortgage with Nationstar d/b/a Mr. Cooper, I wanted to take out {$100000.00} cash.
After several months of back and forth e-mails submitting all the requested documents in a timely manner, with the loan processor, XXXX XXXX, it was like pulling teeth to get the status of my loan. Every time I went into the Mr. Cooper site, all I would see was " In review, '' and the closing date kept being pushed back about six times, maybe more. I would call Ms. XXXX or send an e-mail and she didn't know what the hold up was, and that she would send them a message.
Three month 's later, I finally get the message that my loan has been approved, but I still had to submit more documents, namely my insurance information. The whole process has been a nightmare dealing with Mr. Cooper, but still I submitted what was asked for.
After yet another e-mail, in which I initiated, I finally get an e-mail that she was going to try to set up the closing on Wednesday, XX/XX/XXXX or Thursday the XX/XX/XXXX.
I was super excited, the long-awaited day is finally here. The notary public arrived at XXXX with documents ready to be signed. Much to my surprise the amount on the document was about half of the {$100000.00} I requested! The Notary calls the attorney who told me that I can sign for the {$58000.00} and Mr. Cooper can submit the corrected documents, or not sign ... I said I am not signing anything, because that's not the amount I requested. Nobody told me that the loan amount was going to be significantly reduced.
I contacted Ms. XXXX, and she acted surprised and didn't have a clue on what happened. She went back into my account and said " Oh I see that in XXXX they reduced it '' ... a long pregnant pause ... but that she did not know why it was reduced. She would have XXXX XXXX, the person who initiated the loan call me.
Mr. XXXX called me and informed me that Ms. XXXX should have disclosed the fact that I could not borrow more than 70 % of what I owe on the loan ... that If I still wanted the XXXX it would be at a much higher rate, which was never given to me as an option. I told him she never did and she acted surprised. I told him I was furious as I've wasted months trying to secure this loan and provided everything asked of me and for it to conclude like this was disheartening. I told him that Mr. Cooper did not act in good faith and that I was going to file a complaint. He said he would have his supervisor " XXXX '' call me the next day. I have not heard from anyone to try to resolve this very unfortunate situation. And now I'm left in a terrible bind, as I needed that money to do some home repairs, buy a new vehicle and pay my son 's tuition.
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01/31/2022 |
Yes |
- Debt collection
- Mortgage debt
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- Attempts to collect debt not owed
- Debt is not yours
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Web |
Older American, Servicemember |
wanted to buy a home listed by a realtor, XXXX XXXX listed in XXXX with the greater XXXX Board of realtors, ( attached ) for XXXX $ and it was advertised that " Seller is willing to do a wrap in this beautiful home... .home is a minor fixer-upper, windows need some scrubbing because of sprinkler water, -- a handy- man special. '' I wanted to buy the home and then help my daughter buy the home from me, as she was a single mom self employed with 4 kids and one with a XXXX and they needed a home. We were told at the title company that my daughter can buy the home directly from the XXXX 's sellers.
Both sellers and I and my daughter, purchasers, went to a title company the sellers had work previously in a transaction we were told " did not go through '' because the buyers did not qualify.My daughter lives at XXXX XXXX XXXX XXXX XXXX NMXXXX Nationstar attorneys XXXX and XXXX are still trying to foreclose us in a case fromXXXX! and not settle even in light of the new federal legislation to workout with homeowners. We have lived and payed the house since XXXX. Bought it for XXXX " a handyman special ) and appraised at XXXX with XXXX title insurance. At filing of the lis pendens, in XXXX the house was valued at XXXX for a XXXX 3 bedroom 2 bath house 25 years old, there was a foreclosure sold ( superior property, 4 bedrooms ) down the street for XXXX in XXXX. The owners, XXXX XXXX and XXXX XXXX XXXX have put over XXXX in repairs and plumbing and roof repairs are underway.
Nationstar bank and " assignees '' ( XXXX ) Bank is attempting to foreclose on a default judgment they could not recuperate anymore from mortgagors on a loan that is not on record prior the land contract The bank is not even waiting for the judge 's decision on the judicial foreclosure ( we paid almost 50 % of the home cash ) but already sent the home to a company called XXXX ( " assignees? " to work with realtors selling it from under us ) We went to a workout that the bank walked off from after us fulfilling all the requirements for a workout, including a condition that was met with delay from the mortgagors ( quit claim deed in my daughter 's name ) which was beyond our control XXXX did not do good on the settlement despite us going to the settlement ( we were offered prior, the house or the money, we told our attorneys, the house ) XXXX has deposited cash in a trust account which has been deposited in court ( around XXXX as far as we know ) I include a couple of checks but the trust company has to do a 3 way reconciliation and provide the authorities the audit results and some money has been retained by. the suing bank, nationstar. WE paid taxes and home insurance. We are told the land contract has been paid in full.
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08/03/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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Respondent : Nationstar Mortgage d/b/a Mr. Cooper XXXX Texas XXXX Petition for equitable relief, equity will not suffer a wrong with out a remedy, and I have been wronged.
On XX/XX/XXXX I sent a conditional offer to respondent 's alleged debt in the amount of {$4000.00} upon proof of validation/verification of the alleged debt. On XX/XX/XXXX I sent an offer along with 2 negotiable instruments with very specific instructions as an attempt to offset the alleged debt. My negotiable instruments have not been applied to the alleged debt nor have they been returned. On XX/XX/XXXX I sent another conditional acceptance of the respondent 's offer upon receipt of specific documentation validating the debt. On XX/XX/XXXX I received an offer from respondent for payment refuting my allegations of not being provided information to submit a debt validation request. However, the XXXX XXXXnformation that I requested was not provided on any statement I received. XXXX sent another offer on XX/XX/XXXX refuting my XX/XX/XXXX offer without returning my negotiable instruments acknowledging that only a check for {$1300.00} had been applied to my account. On XX/XX/XXXX I sent another conditional offer upon proof of claim that a valid debt exists. On XX/XX/XXXX a final notarized QWR offer was sent to respondent.
The respondent has yet to provide said XXXX XXXX XXXX XXXX XXXX XXXX ) that can easily prove that an actual loan was given from " assumed '' lender to " alleged '' borrower. While a signed note is legally valid and enforceable against the signatory and the unsigned party can't be legally held accountable to the terms of the contract, what is so difficult about showing the accounting and proving the actual debt? Unless the accounting will prove there is no actual loan because there was no actual currency given? Unless my original note was securitized without my knowledge, indorsed by the bank and used as a deposit on their accounting ledger to fund my own " loan ''? And thus, I signed the note without full discloser under fraud? Further a unilateral contract is at best an imperfect gift, and it was never my intention to give my property to the respondent and demand its immediate return.
Deeds of trust/mortgages conveying an interest in property are security instruments, they are not liens. When the lien is satisfied the securities, or if converted ( sold to a third party ), their value are to be returned to the mortgagor, along with THEIR GAIN.
The lender ( s ) never signed the original note because they know that whom ever signed it would be admitting to lending fraud. If my suspensions are incorrect then validate the debt by show the XXXX and this matter will be closed. What are they hiding?
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03/21/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
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I am a single mom who bought my home with my XXXX in XXXX ( we were never married ). My daughter and I have an XXXX of XXXX XXXX XXXX XXXXXXXX against him since XXXX, he is legally not allowed on or near the property. I have been trying to get a loan modification for just my income because it is just me and my young daughter living in the property. My mortgage company has told me that all I need to do is get a quit claim deed signed by my ex relinquishing rights to the property. I have been fighting for XXXX years to try and get this signed and I have gone into foreclosure. Again my mortgage told me that all I needed was to get this signed and I could get my own modification. My ex sold his part of the property to a random real estate company without my knowledge or signature, which then offered me to buy a quit claim deed from the real estate company for {$1900.00} and it will be just in my name. I have paid the {$1900.00} and now have the property just in my name. As soon as I contacted the mortgage company to let them know that I got it signed they are now going back on their word saying that even with the quit claim deed showing my ex has relinquished rights to the property I would still have to have my ex sign a modification with just my payments. This has XXXX XXXX XXXX XXXX XXXX XXXX XXXX being lied to and paying all of that money just for them to say there is nothing I can do now. I have a stable job that I have been at for XXXX years and I still can not get a modification just in my name after the countless times that I have been told by my mortgage company that I would be able to get XXXX. I have written down multiple names of the representatives that have told me verbally that was all I needed. I was in a covid forbearance plan which my mortgage company told me at the end of the forbearance that I could resume payments and that the amount owed would be put at the end of the loan and the loan would be extended or that they would offer me a loan modification. The forbearance has ended and no such offer has been made. My foreclosure sale is scheduled for XX/XX/XXXX and I am terrified that I am going to lose my home after all of this time that I have been fighting to save it. I asked if there was a special circumstance that they could accept a modification without my ex 's signature seeing that I have an OFP against him they said sorry for the miscommunication. How can XXXX years of being told one thing be a miscommunication? I feel scammed by my mortgage company and have considered hiring a lawyer to look into this because I am just shocked at how they could be this dishonest it is just not fair. I have been through so much all I want to do is make payments and keep my home.
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09/17/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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In XX/XX/2021, Mr. Cooper purchased our home loan and we were notified of the transfer. We do NOT have an escrow account with Mr. Cooper, nor did we with the mortgage company prior to Mr. Cooper. In XX/XX/2021, I received our monthly mortgage statement that suddenly showed a negative balance of {$700.00} in an escrow account. Again, we do not have an escrow account. Upon calling the company, we were told that Mr. Cooper paid our homeowner 's insurance, from an escrow account ( that we never opened ). We never authorized anyone to open an escrow account. I inquired as to why a payment was made on our behalf from an escrow account that we never authorized to be opened, but the only response was that the company would do an escrow analysis on our account. We never received any explanation. The only option was to send Mr. Cooper a check for {$700.00} to essentially pay them back for paying our homeowner 's insurance, or they would add the amount onto our principal payments. I contacted our insurance company, XXXX XXXX, who said they never requested payment by Mr. Cooper. At the time of my inquiry in XXXX, there were no posted statements in our account under the escrow section of their website.
Today, I checked my account at Mr. Cooper 's website and it shows that the {$700.00} I sent them was applied ( incorrectly ) to my principal loan amount instead of to this mysterious escrow account which had a negative balance. Again, I spoke today with representatives at the company ( one in mortgage, one in escrow, and one in insurance ) who assured me they moved the payment over to the escrow account. The representative in the insurance department named XXXX, told me my account showed that we had an escrow account that was reviewed and approved by a manager and made a payment from that account in XX/XX/2021. I asked to be escalated to an escrow supervisor and was sent back to the main menu and never could connect to a live person. In my frustration and concern that this will happen again, I decided to file this complaint.
In addition, I have concern that Mr. Cooper backdated escrow statements and posted them to my account falsely. In XX/XX/2021, when we first received a statement showing a negative escrow balance, there were no additional statements showing explanation. Today, there are now 4 statements that are backdated from XX/XX/2021 through to XX/XX/2021. Again, these documents were not present in XXXX. Each statement shows a different escrow balance.
I am concerned that Mr. Cooper will again make a payment to our insurance company from an escrow account that we NEVER OPENED. I am also concerned that they are backdating statements that never existed and uploading them to our account.
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08/25/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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Consumer Financial Protection Bureau XXXX XXXX XXXX XXXX XXXX XXXX DC XXXX Mr. Cooper Loan Number XXXX Dear Sir/Madam , I'm writing this letter to file a complaint against my mortgage company Mr. Cooper ( Nationstar Mortgage Holdings Inc. ) , as I feel I've been a victim of predatory business practices.
I'm currently in XXXX XXXX bankruptcy. My mortgage and auto loan are not in the XXXX. Back in XX/XX/XXXX, I got 3 months behind and requested a repayment plan. My XXXX attorney wanted {$1000.00} to do this ; however, I didn't have the funds. So, she instructed me to deal directly with Mr. Cooper 's appointed lawyers ( below ).
XXXX XXXX XXXX XXXX XXXX XXXX XXXX Bankruptcy XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, CO XXXX XXXX XXXX ) XXXX XXXX I negotiated a repayment plan with them ( Please see attached email and Motion for Relief ). I signed the document and sent the document back. I agreed on making my regular mortgage payment, plus an additional payment of {$890.00} till XX/XX/XXXX to cover the past due balance, plus they added close to {$1500.00} in 'junk fees ''. However, a few months later, I had a lawyer review the document. She informed me that the paper I signed wasn't just for the repayment plan ; it also included that I waived my rights, and they could fast-track a foreclose. Neither my lawyer nor Mr. Cooper 's attorneys ever told me that -I was waiving my rights. If that had been cleared, I would never have agreed to the repayment plan.
( I tried reading the document ; however, I must agree the legal language was beyond my comprehension ). I'm sure Mr. Cooper knows there is plenty of equity on the property, and I assume that's why they pulled a fast one to take advantage of my situation.
In XXXX, I got approved for Emergency Mortgage Assistance through XXXX XXXX, CO ( please see the approval email and communication ). On XX/XX/XXXX, they mailed Mr. Cooper a check ( check number # XXXX ) through their bank for {$6000.00}. According to Mr. Cooper, they never received the check, which is untrue as according to the XXXX XXXX Emergency Mortgage Assistance Advisor ( XXXX XXXX ), Mr. Cooper not only received the check but also even cashed it. I've spent many hours with Mr. Cooper with no luck. Recently The XXXX XXXX Emergency Mortgage Assistance emailed and faxed Mr. Cooper a copy of the cleared check. As per Mr. Cooper 's representative " XXXX '' ( out of AZ ( XXXX ) XXXX ), she is going to request an investigation, and she couldn't tell me how long it would take.
My take on this is Mr. Cooper intentionally did this so they could start a fast-track foreclosure ( as I mentioned earlier, how they duped me in signing ) as there is a good amount of equity on the property.
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10/26/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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1 ) I am having issues/problems to pay my mortgage sinceXX/XX/XXXX. My mortgage company is MR. COOPER a/k/a Nation Star 2 ) With the help of NJ Citizen Action, we filed for Mortgage Modification and Mr. Cooper approved a TRIAL PERIOD on XX/XX/XXXX. ( Letter was received late on XX/XX/XXXX. However, I did the required payments for months of XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. ( see attached ) 3 ) On XX/XX/XXXX via email I express to Mr. Cooper the reasons I was not agreeing on signing the Contract with the modification ( see attached ).
4 ) OnXX/XX/XXXX I sent a letter to Mr. Cooper inquiring about my modification ( see attached ) 5 ) On XX/XX/XXXX I sent a letter to Mr. Cooper again inquiring for detail as of how they applied my payments. ( see attached ).
6 ) On XX/XX/XXXX I made another inquiring to Mr. Cooper ( see attached ).
7 ) On XX/XX/XXXX NJ Citizen Action representative Mr. XXXX XXXX filed a second application for Mortgage Modification, and explain on it that my financial situation have been worsening due to loss of rental income. However, that if received a modification as presented before, I will be able to make the payments.
8 ) On or around XX/XX/XXXX, I contacted Mr. Cooper, they claim that they never received the application for a Mortgage Modification filed on XX/XX/XXXX. Mr. XXXX XXXX proceed to re-filed ( see copy of email attached ) 9 ) On XX/XX/XXXX, I have a phone conversation with Mr. Cooper representative, when I inquired about the status of Mortgage Modification filed on XX/XX/XXXX and re-filed on XX/XX/XXXX She stated " Your application was denied on XX/XX/XXXX '' at which I replied " But I have not received any letter stating that '', She claim " oh yes a letter was sent '' ; my response was " I need a copy of that letter so I will be able to discussed with NJ Citizen Action Representative and make a decision as of how to proceed ''.
10 ) On XX/XX/XXXX I received a letter from Mr. Cooper, DENYING the Mortgage Modification application with a PRE-DATED DATE OF XX/XX/XXXX and the reason for denial is " LOAN PREVIOUSLY MODIFIED ''. ( See attached ).
11 ) This denial is a violation of my rights for two reasons. a ) Mr. Cooper did not informed me on a timely manner of their denial, they pre-dated a letter ; after using a very informal way of doing business ( a verbal notice via their representative ).
b ) Their have not been a LOAN PREVIOUSLY MODIFIED. It was a Trial Period which I complied 100 % on.
12 ) Mr. Cooper need to explain how monies paid to them are used in detail and stop their practice of responding only verbally to a serious legal matters.
The people involved in this matter are Myself, Mr.Cooper a/k/a Nation Star and NJ Citizen Action.
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09/03/2020 |
Yes |
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- Struggling to pay mortgage
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Web |
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I have been forced into bankruptcy, to prevent foreclosure, twice after applying for a modification with my mortgage company and being denied. Last year, I applied for a modification and explained to my mortgage company I had a significant decrease in income. I provided all the documents, but kept being denied. After being notified by family that my home was listed online as a foreclosure, I contacted XXXX XXXX XXXX for assistance. My counselor assisted me with completing and refiling the modification papers, but due to the foreclosure/sale date, I had to file bankruptcy again to stop the foreclosure. THEN, I was approved for a " 3 month trial period '' but my mortgage company sent the paperwork to my bankruptcy attorney 's PO BOX , instead of mailing them to me at my address, or the my attorney 's fiscal business address. When my attorney called me to come pick up the paperwork, I only had 2 days to have the final modification papers/documents sent back to my mortgage company. I did not have access to a fax machine, and even if I had paid for overnight postage with the Post Office, the documents would not arrive from Alabama to Texas by the due date. As a result, I took a picture of the documents with my cell phone and uploaded them to my email address. I emailed my mortgage company all of the paperwork, to the email address listed on the modification papers. They stated they NEVER received anything from me. I sent in verification of the date and time, the email was sent and that I did not get an error message or a notification that it was sent to an incorrect email address. They said it would be under review, and I would be notified. I never received an update. I later got a statement from the bankruptcy court that my mortgage company had filed to proceed with the foreclosure and they added additional bogus charges/fees for several inspections, attorney 's fees, and legal filings. I called my mortgage company again on Friday, XXXX XXXX, 2020 to ask for assistance on reapplying for a modification ( since my online account is deactivated due to my bankruptcy ). The customer service rep, stated I can not file for a modification and I would need to speak to someone named " XXXX. '' I asked who was XXXX, and was not given any information or any means to contact XXXX?? I called my bankruptcy attorney and asked what do I need to do. I explained I have been affected by COVID in XX/XX/2020 and XX/XX/2020. I used up all of my sick time, went on LWOP, plus I am the only one in the home that is working. My attorney advised me to try to refile for the modification because my mortgage company was the reason for me filing, and I can be released for bankruptcy if they approve a modification.
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12/20/2022 |
Yes |
- Mortgage
- Other type of mortgage
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- Trouble during payment process
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Web |
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Filed complaint with CFB regarding XXXX XXXX XXXX decision ( XXXX complaint ) XXXX. Also complained that my pay for performance incentive which was received in XXXX of XXXX ( was not to be received per guidelines until XX/XX/2021 ( XXXX year of after trial period payments, that would be XXXX plus one month ). Per guidelines attached I should have received notice of my incentives no later than 30 days prior to the anniversary date ( pay for performance letter to sign ). Also to receive form XXXX, XXXX XXXX XXXX to sign. I did not receive such letter outlining my incentives which among the XXXX reduction of principal would also give the option to re-cast the mortgage at the lower principal balance.
The original complaint was addressed XXXX but just went on to explain the form XXXX was already signed at the original modification. It did not address my request for pay for performance letter nor the recast of principal balance after XXXX was applied. Nor did it address why I was paid so early in advance out of guidelines. I can only assume that since the servicer also receives XXXX that they processed early.
I had received a call from XXXX XXXX at Mr. Cooper, Home Solutions Department. i expressed my concerns. She stated if I wanted to recast, I had to request, they did not have to give me the option. Not within guidelines. I explained guidelines to her and stated I wanted the reduction of principal balance applied going back to the date I should have had the option to receive. She inquired with her company and stated no they would not do retroactive.
I received the recast agreement XXXX, please see attached. There would be no way that it could be signed off of as my notes on agreement will attest.
I emailed XXXX XXXX did not attach a copy but have ) and expressed my concerns. I then received a letterform XXXX XXXX ( attached ) explaining my concerns in written detail.
No one in their right mind would have agreed to the terms the way the note was written as you can see.
I understand now and have written documentation to feel more comfortable, however there are 2 outstanding issues.
# XXXX. I have tried to research servicing guidelines and can not find my answer. The loan would be recast but not over a 40 year term but the remaining term I have left approximately 33 years. This would only save me about XXXX dollars a month vs XXXX per month re-amoritized under 40 years. I need to see clarification of the official guidelines from Mr. Cooper to make sure this is being calculated correctly.
# XXXX. If I accept the recast, i am once again requesting that this be retroactive to the date I should have been given the option, this is per Federal guidelines that was not done.
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01/27/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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It is Nationstar/Mr. Cooper 's policy not to correct an error in the CFPB rule and RESPA and allow their local counsel refuse to allow a correction. See attached XX/XX/XXXX response to the following complaint made over 6 times since XX/XX/XXXX : XX/XX/XXXX Nationstar accepted the amount of {$170000.00} from me. XX/XX/XXXX, Nationstar refused to credit the full amount of interest collected from me and held {$14.00} of interest collected in a suspense account where it remains as of today XX/XX/XXXX, holding the loan open with XXXX XXXX as the current owner, 8 years after the loan was overpaid to Nationstar. See attached XX/XX/XXXX, Nationstar refused to credit my payment to them for lenders fees of over {$1900.00} and still holds the amount uncredited in a suspense account, without any proof of services these fees were originally collected for, leaving my loan open, and under paid. See attached. XX/XX/XXXX Nationstar over charged me for late fees collecting {$2800.00} when I only owed {$1500.00}, and made an inaccurate payment allocation of {$11000.00} that causes the appearance that I was late for 196 months. See attached. This conduct caused 6 years of repeated reporting that I was currently 120 days or more past due, repeatedly claiming I was under a partial payment agreement, with Nationstar as of today claiming their outside counsel will not allow for the suspense account to be emptied and amounts credited to what they were charged for. After 8 years, I can not apply for a residential loan because I can not explain why Nationstar claims I had XXXX current payments on an XX/XX/XXXX Verification of Mortgage, nor can I explain why a suspense account is still existing, nor why the company refuses to fully credit my final over payment to the company accepted XX/XX/XXXX. I sent a notice of error XX/XX/XXXX to which I have received no response. I filed a complaint in XX/XX/XXXX with your agency and the attorney just emailed an account history proving my claims above without any correction at all. I sent a request for closure of the suspense account and inaccurate payment allocation of {$11000.00} to late fees in lines 81-86 and under credit of interest paid in line 95 on XX/XX/XXXX and have received no response. I have asked twice for proof of services for the uncredited payments for unearned fees held in suspense in lines 89-94 and the company has provided me with no proof of any services or nor have I received a certified copy of the checks claimed to have paid over {$1800.00} in non descript advances in XXXX This conduct violates 12 USC 2605 but 15 USC 1639 ( f ). As of today, I am not able to find relief in corrections that the law states no servicer shall refuse to correct.
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11/19/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account information incorrect
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|
Web |
Older American |
I have a 30 yrs loan with 5 yreas fix then as of XX/XX/XXXX was changing to adjustable rate with rate much higher like 5.5 %. Therefore I applied on XX/XX/XXXX for loan modification. That time my XXXX was XXXX & I was plan to either modifying my loan because fed rate was 2 %. I filed for modification filed application & provided all requested documents to my lender Mr. COOPER. I was calling lender every month & they said we are processing. Then after 5 months I had to hire a modification company & pay them {$1200.00} every month and ask them to help me for my modification. That company provided all documents to lender and call them every week too. But lender took 14 months to denied my modification without any reasons but they told me our policy is not to modify loan but we can put you for forberance plan. I was very upset, because as of XX/XX/XXXX the lender raised my interest rate to 5.5 % & my monthly payment from {$3900.00} jumped to double {$6500.00}. Again I called them every month & informed them because I have XXXX XXXX & XXXX XXXX I am in XXXX I wanted to modify or refinancing my loan to be able to pay my morgage in full but they ignored me, then as of XX/XX/XXXX I have to pay them {$3500.00} per month which I did every month paying them half payment. In meanwhile the company that helping me for modification & I call lender for result of modification but instead they were accepting my partial payment & telling us we are processing loan documents but the same time lender also reported to credit bureau for delinquency & not paying the payments & charging me late fees.
It took 14 months to give me the modification result but the same time asking all kind of fees. When I complained to Escalating dept. Customer Service Dept. Collection Dept. But all managers told me we apologize, we are sorry we made mistakes but I asked them then correcting my credit report which my XXXX now is XXXX & I can not asking refinancing or to any other bank applying any loan because every body don't even look at my documents & the first thing they said your XXXX is very low & you have deliquents & late mortgage payments.
Also from XX/XX/XXXX till XX/XX/XXXX, I paid them every month {$3500.00} instead {$6400.00} but they reported to Credit bureau I owed them {$90000.00} plus all fees.
They are crook and they jipt & robbing me & the same time causing me so much cost for paying to another company for helping me for that modification. I am a disable & senior. They are abusing me with this mortgage & not modifying my loan on time. Lender could tell me in 30 or 60 days they don't want to modify my loan then I had enough time to refinancing or not paying that much to a third company for helping me.
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03/23/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account information incorrect
|
|
Web |
|
Mr Cooper, a financial institution mortgage servicer, has contracted a law firm to abuse a homeowner/borrower/debtor/plaintiff into submission and out of a good complaint where the financial institution is in receipt of homeowners funds, by mistake, in excess of what was accurately billed and had no good cause to retain. The outrageously false statements in Mr Cooper 's response to complaint XXXX, dated XXXX XXXX, is only one example. THIS IS A SERVICING RELATED ISSUE.
Please see attachment exhibit b in complaint # XXXX. The XXXX XXXX XXXX never returned a single call of the plaintiff or attempted contact by phone. The plaintiff has a record of numerous calls to the XXXX XXXX XXXX. There is no record of any calls from the XXXX area code to plaintiffs only contact phone number XXXX within the dates XX/XX/XXXX to XX/XX/XXXX. This is a requirement in California Civil Procedure designed to bring litigating parties to find resolution to a complaint and not burden the justice department 's resources. California Civil Procedure 430.41 ( a ) Before filing a demurrer pursuant to this chapter, the demurring party shall meet and confer in person or by telephone with the party who filed the pleading that is subject to demurrer for the purpose of determining whether an agreement can be reached that would resolve the objections to be raised in the demurrer. If an amended complaint, cross-complaint, or answer is filed, the responding party shall meet and confer again with the party who filed the amended pleading before filing a demurrer to the amended pleading.
The XXXX XXXX intentionally violates this procedure to inflect distress and frustrate the plaintiff/homeowners attempts to recover his funds. In addition, Mr Cooper 's reluctance to correct a Seterus problem is further frustrating the plaintiff 's recovery to harm in creditworthiness reflected through the CRAs.
Please see Mr Coopers reporting of 60 days late in XX/XX/XXXX to XXXX and other CRAs. Why is there no 30 day late reporting in XX/XX/XXXX? Mr Cooper is manipulating a Seterus problem and further frustrating plaintiff 's efforts in financial recovery and correcting wrong reporting by accruing additional wrong reporting.
The plaintiff/homeowner has submitted payments through the Mr Cooper automated phone payment system in the past with the best results of accurate and timely receipt reporting. The plaintiff/homeowner does not want to mail any remittance that is constructively received within 30 days, but reported 60 days late by Mr Cooper.
The homeowner/borrower continues to experience significant and material negative financial impact from this abusive conduct and has now suffered permanent financial impairment.
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02/06/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
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|
Web |
|
XXXX XXXX XXXXXXXX XXXX. was the loan servicer and XXXX XXXX XXXX, As Trustee XXXXXXXX was the trustee. This information was listed on various illegal recorded documents as mentioned in my pervious letter on dated XX/XX/XXXX. The principal-agent relationship is an arrangement in which one entity legally appoints another to act its behalf. In a principle-agent relationship, the agent acts on behalf of the principal and should not have a conflict of interest in carrying out the act. The relationship between the principle and the agent is called the " agency. '' and the law of agency established guidelines for such a relationship.
Therefore, these violations against the borrowers executed by XXXX XXXX XXXXXXXX XXXX. your servicer at the time, were either sanctioned by XXXXXXXX XXXX XXXX. or ignored, either one, caused harm to the XXXX Family. For it was under your relationship with XXXX XXXX XXXXXXXX XXXX. XXXX XXXX XXXX XXXX sent the borrowers {$23000.00}. to bring current their past due payments for the months spanning from XX/XX/XXXX, until XX/XX/XXXX. Your servicer XXXX XXXX XXXXXXXX only applied 4 ( four ) of the payments sent by XXXX XXXX XXXXXXXX XXXX while filing a illegal Notice of Default for the remaining payments while still in possession of {$12000.00}. along with stating they were unable to locate the borrowers. The actions by your servicer XXXX XXXX XXXXXXXX XXXX. and the inactions of XXXX XXXX XXXXXXXX. force the borrowers into a Bankruptcy action to save their home : # XXXX filed on XX/XX/XXXX, again, XXXX XXXX XXXX XXXX. had the funds to bring the past due payments current.
Rather than recount the numerous violations which occurred with XXXX XXXX XXXXXXXX XXXX, I choose to move on to Mr. Cooper XXXX Nationstar. The same violations of servicing were allowed to continue on unchecked by XXXXXXXX XXXX XXXX XXXX XXXX, until the US Department of Justice and the Untied States Trustee intervene collectively with a Memorandum of Understanding dated XX/XX/XXXX. This agreement attached was between Nationstar Mortgage LLC and was between the " Relevant Periods '' XX/XX/XXXX to XX/XX/XXXX. ( see attached ) ( XXXX transferred to Nationstar XXXX ) Without waiving privilege : Nationstar admitted of the mishandling of accounts which were in Bankruptcy in their servicing care, this resulted in mortgage accounts being illegally foreclosed on.
I have no doubt that there is an executed PSA agreement with XXXXXXXX XXXX XXXXXXXX. and Nationstar XXXX Mr. Cooper to service XXXX XXXX ' interest. Furthermore, I have never seen a PSA " Pooling Servicing Agreement '' which requires zero reporting to the investor and one which provides no obligation to their Certificate Holders.
|
11/19/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account information incorrect
|
|
Web |
Older American |
I have a 30 yrs loan with 5 yreas fix then as of XX/XX/XXXX was changing to adjustable rate with rate much higher like 5.5 %. Therefore I applied on XX/XX/XXXX for loan modification. That time my XXXX was XXXX & I was plan to either modifying my loan because fed rate was 2 %. I filed for modification filed application & provided all requested documents to my lender Mr. COOPER. I was calling lender every month & they said we are processing. Then after 5 months I had to hire a modification company & pay them {$1200.00} every month and ask them to help me for my modification. That company provided all documents to lender and call them every week too. But lender took 14 months to denied my modification without any reasons but they told me our policy is not to modify loan but we can put you for forberance plan. I was very upset, because as of XX/XX/XXXX the lender raised my interest rate to 5.5 % & my monthly payment from {$3900.00} jumped to double {$6500.00}. Again I called them every month & informed them because I have XXXX XXXX & XXXX XXXX I am in XXXX I wanted to modify or refinancing my loan to be able to pay my morgage in full but they ignored me, then as of XX/XX/XXXX I have to pay them {$3500.00} per month which I did every month paying them half payment. In meanwhile the company that helping me for modification & I call lender for result of modification but instead they were accepting my partial payment & telling us we are processing loan documents but the same time lender also reported to credit bureau for delinquency & not paying the payments & charging me late fees.
It took 14 months to give me the modification result but the same time asking all kind of fees. When I complained to Escalating dept. Customer Service Dept. Collection Dept. But all managers told me we apologize, we are sorry we made mistakes but I asked them then correcting my credit report which my XXXX now is XXXX & I can not asking refinancing or to any other bank applying any loan because every body don't even look at my documents & the first thing they said your XXXX is very low & you have deliquents & late mortgage payments.
Also from XX/XX/XXXX till XX/XX/XXXX, I paid them every month {$3500.00} instead {$6400.00} but they reported to Credit bureau I owed them {$90000.00} plus all fees.
They are crook and they jipt & robbing me & the same time causing me so much cost for paying to another company for helping me for that modification. I am a XXXX & XXXX. They are abusing me with this mortgage & not modifying my loan on time. Lender could tell me in 30 or 60 days they don't want to modify my loan then I had enough time to refinancing or not paying that much to a third company for helping me.
|
03/23/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account information incorrect
|
|
Web |
|
Mr Cooper, a financial institution mortgage servicer, has contracted a law firm to abuse a homeowner/borrower/debtor/plaintiff into submission and out of a good complaint where the financial institution is in receipt of homeowners funds, by mistake, in excess of what was accurately billed and had no good cause to retain. The outrageously false statements in Mr Cooper 's response to complaint XXXX, dated XX/XX/XXXX, is only one example. THIS IS A SERVICING RELATED ISSUE.
Please see attachment exhibit b in complaint # XXXX. The XXXX XXXX XXXX never returned a single call of the plaintiff or attempted contact by phone. The plaintiff has a record of numerous calls to the XXXX XXXX XXXX. There is no record of any calls from the XXXX area code to plaintiffs only contact phone number XXXX within the datesXX/XX/XXXX to XX/XX/XXXX. This is a requirement in California Civil Procedure designed to bring litigating parties to find resolution to a complaint and not burden the justice department 's resources. California Civil Procedure 430.41 ( a ) Before filing a demurrer pursuant to this chapter, the demurring party shall meet and confer in person or by telephone with the party who filed the pleading that is subject to demurrer for the purpose of determining whether an agreement can be reached that would resolve the objections to be raised in the demurrer. If an amended complaint, cross-complaint, or answer is filed, the responding party shall meet and confer again with the party who filed the amended pleading before filing a demurrer to the amended pleading.
The XXXX XXXX intentionally violates this procedure to inflect distress and frustrate the plaintiff/homeowners attempts to recover his funds. In addition, Mr Cooper 's reluctance to correct a Seterus problem is further frustrating the plaintiff 's recovery to harm in creditworthiness reflected through the CRAs.
Please see Mr Coopers reporting of 60 days late in XX/XX/XXXX to XXXX and other CRAs. Why is there no 30 day late reporting inXX/XX/XXXX? Mr Cooper is manipulating a Seterus problem and further frustrating plaintiff 's efforts in financial recovery and correcting wrong reporting by accruing additional wrong reporting. The plaintiff/homeowner has submitted payments through the Mr Cooper aut
omated phone payment system in the past with the best results of accurate and timely receipt reporting. The plaintiff/homeowner does not want to mail any remittance that is constructively received within 30 days, but reported 60 days late by Mr Cooper.
The homeowner/borrower continues to experience significant and material negative financial impact from this abusive conduct and has now suffered permanent financial impairment.
|
11/17/2023 |
Yes |
|
- Struggling to pay mortgage
- Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
|
|
Web |
Servicemember |
To whom it may concern, We need further help in regards to this ongoing issue. During XXXX year 2022 my husband lost his job due to the whole company having to close, he was out of a job for several months, lead up to us asking Mr.Cooper for help around late XX/XX/2022, they informed us that we can qualify for the CARES act at the time, and we could PAUSE our payments up to 12 months. We immediately signed up, due to being first time home buyers and very scared of the XXXX foreclosure word.
They said over the phone we would have several options available to us when we decided it was the right time to reinstate our paymeyments. We " Paused '' our payments for roughly XXXX months, the first time I called to reinstate payments they stated I could make the lump sum payment of the balance or they could modify my loan. I asked what happened to my other options, Particularly the option of taking my mortgage balance and adding it back to the end of the loan. That option was verbally spoken to us when we intially enrolled in the CARES act.
The answer given was that the CARES act has ended via the VA, and I no longer qualify for that option. I then said " I wasnt notified that the program was coming to an end in anyway '' I felt trapt We had several phone conversations about this issue, I was brought into this agreement with options to included adding my balance on the the end of my mortgage and now those options were no longer " Available '' to me and not one person called/email/written notice that the options they gave were coming to an end.
So now the options were to PAY the $ XXXX upfront or modify our loan .... we felt forced to enter into a forbearance plan, and modify our VA loan to almost triple what we were initally paying our mortgage payment is now almost {$3500.00} a month!
WE were going to XXXX it up and really cut our family expensive and just try to pull through until I did some digging.
XXXXUnder that CARES act was it not unlawful for MR.COOPER to ask us to repay the lump sum of $ XXXX back because we our using the XXXX XXXX?
- I also have since the intial complaint filed by my husband complaint # XXXX, that this is an issue that isnt effecting only us as MR. Cooper customers . It has made news headlines!
As of XX/XX/XXXX : XXXXXXXX XXXX XXXX XXXX are in the foreclosure process because of this issue and nearly XXXX more are delinquent.
Fortunately we are not in those specific numbers but this issue has caused my family FINANCIAL HARDSHIP and turmoil as well as EMOTIONAL hardship as well.
WE only want it fixed, we want that intial option back : the option to add whatever we accrued during the CARES act pause added back onto the end of our mortgage loan.
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09/22/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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Subject : Unfair Practices - Mr. Cooper Home Loans/Nationstar Bank In XX/XX/XXXX we reach out to Mr. Cooper to request an Forbearance program due to the COVID 1 9 shutdown in the United States . This was because the virus was spread throughout all of the country. So we contacted Mr. Cooper and they started the paper work for the program and asked us to stay in touch with them regarding our situation and we did. They assured us that after the forbearance that Mr. Cooper goal is to work with its customers.
On XX/XX/XXXX, after the moratorium end I reach out to the mortgage company to find out what my option were. The customer service representatives encouraged me to start the process for the request for a Loan Modification which would take 30 days or more to process. I filled out the requested forms ( mortgage assistance application, XXXX, pay statement, hardship letter of explanation ). Customer services ask me to submit everything and someone will call me to discuss the options. I stated that the reason for the loan modification was to lower the rate and payment to help us get back on track with paying the mortgage. They said that the forbearance payments would be deferred to the back end of the loan. I was instructed not to make any payments until I heard from customer services regarding the modification option.
On XX/XX/XXXX, I received an email of declined from Mr. Cooper no one called to discuss the modification option. I spoke with preventative XXXX on XX/XX/XXXX a she stated that Mr. Cooper does not have to abide by the Federal Government lending laws for modifications. She stated this has nothing to do with your information you turned in with your application. The lender instructed the underwriters to not review the application information they chose not to do the modification but request all the money from the forbearance program. XXXX suggested I reach out to HUD Assistance for help she provide the information. I also informed XXXX of out hardship situation regarding my husband and the letter explains everything. She stated that if we dont pay the forbearance amount ( {$64000.00} ) that Mr. Cooper will start the foreclosure process on our home in 2 or 3 months. THIS IS UNFAIR we were not giving the option to do a modification on our home!
I contacted HUD Assistance and Ms. XXXX XXXX spoke with Mr. Cooper to request that they consider review the modification program for us and it was still declined. Ms. XXXX instructed me to reach out to the CFPB for assistance with Mr. Cooper. Im sure we are not the only homeowners who are going through this problem.
Im requesting an investigation be open with regards there loan modification application process.
Thank you.
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03/23/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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Mr Cooper, a financial institution mortgage servicer, has contracted a law firm to abuse a homeowner/borrower/debtor/plaintiff into submission and out of a good complaint where the financial institution is in receipt of homeowners funds, by mistake, in excess of what was accurately billed and had no good cause to retain. The outrageously false statements in Mr Cooper 's response to complaint XXXX, dated XXXX XXXX, is only one example. THIS IS A SERVICING RELATED ISSUE. Please see attachment exhibit b in complaint # XXXX. The XXXX XXXX XXXX never returned a single call of the plaintiff or attempted contact by phone. The plaintiff has a record of numerous calls to the XXXX XXXX XXXX. There is no record of any calls from the XXXX area code to plaintiffs only contact phone number XXXX within the dates XX/XX/XXXX to XX/XX/XXXX. This is a requirement in California Civil Procedure designed to bring litigating parties to find resolution to a complaint and not burden the justice department 's resources. California Civil Procedure 430.41 ( a ) Before filing a demurrer pursuant to this chapter, the demurring party shall meet and confer in person or by telephone with the party who filed the pleading that is subject to demurrer for the purpose of determining whether an agreement can be reached that would resolve the objections to be raised in the demurrer. If an amended complaint, cross-complaint, or answer is filed, the responding party shall meet and confer again with the party who filed the amended pleading before filing a demurrer to the amended pleading. The XXXX XXXX intentionally violates this procedure to inflect distress and frustrate the plaintiff/homeowners attempts to recover his funds. In addition, Mr Cooper 's reluctance to correct a Seterus problem is further frustrating the plaintiff 's recovery to harm in creditworthiness reflected through the CRAs. Please see Mr Coopers reporting of 60 days late in XX/XX/XXXX to XXXX and other CRAs. Why is there no 30 day late reporting in XX/XX/XXXX? Mr Cooper is manipulating a Seterus problem and further frustrating plaintiff 's efforts in financial recovery and correcting wrong reporting by accruing additional wrong reporting. The plaintiff/homeowner has submitted payments through the Mr Cooper automated phone payment system in the past with the best results of accurate and timely receipt reporting. The plaintiff/homeowner does not want to mail any remittance that is constructively received within 30 days, but reported 60 days late by Mr Cooper. The homeowner/borrower continues to experience significant and material negative financial impact from this abusive conduct and has now suffered permanent financial impairment.
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05/02/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
My husband and I have had a mortgage with Nationstar since XXXX ( it now refers to itself as Mr. Cooper ). The monthly mortgage payment is {$4400.00} which we have also always timely paid. See the Exhibit hereto named Part 2 which is proof of all payments from XX/XX/XXXX thru XX/XX/XXXX. Last XXXX and XXXX, Mr. Cooper sent bills requesting a lesser monthly amount ( {$4300.00} ) but we continued paying the correct amount. See pages 2 and 3 of the Exhibit hereto named Part 5. The mortgage documents provide that we will pay our own insurance and taxes and we have always timely done so. For an unexplained reason and without prior or subsequent notice to us, Mr. Cooper paid our taxes and insurance premiums on the first day each was due. I paid those same insurance payments and tried to pay the taxes a few days later ( the taxes were marked paid online ). In a bill dated XX/XX/XXXX, Mr. Cooper requested {$26000.00} and at about the same time my payments were returned to me by the insurance carriers ( a total of {$9800.00} ). See page 4 of the Exhibit hereto named Part 5. I wrote to Mr. Cooper on XX/XX/XXXX ; see page 1 of the Exhibit hereto named Part 5. Mr. Cooper responded on XX/XX/XXXX with a response I still find incomprehensible and an exhibit that clearly shows I made all payments and that Mr. Cooper is aware that payment by it of the taxes and insurance was without authorization or prior notice to my husband or me. See the Exhibit hereto named Part 4. I have tried to call Mr. Cooper without success. I wrote and email on XX/XX/XXXX requesting a response or call so that I could feel comfortable sending the {$9800.00} we owed but have had no reply. See the Exhibit hereto named Part 1. Although they have not replied, we did send the {$9800.00}. See the Exhibit hereto named Part 2 which shows Mr. Cooper 's receipt of that {$9800.00} and our timely payments of all mortgage premiums from XX/XX/XXXX thru XX/XX/XXXX. Now, Mr. Cooper seeks {$11000.00} from us ; see page 1 of the Exhibit hereto named Part 3. Somehow, our payment of {$9800.00} made the amount due go down {$13000.00} ( from {$23000.00} to {$11000.00} ). See the Exhibit hereto named Part 3. We are totally confused and do not know if Mr. Cooper is engaging in incompetent or criminal behavior. What we do know is : ( 1 ) we have timely paid all amounts owed, ( 2 ) Mr. Cooper is not treating us fairly, ( 3 ) we have lost all confidence in Mr. Cooper, ( 4 ) Mr. Cooper has harmed our credit rating ; ( 5 ) we could sue and ( pursuant to the mortgage documents ) be awarded attorneys fees to be paid by Mr. Cooper. I hope that this can be resolved with your kind assistance without the need for litigation. Thank you.
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07/16/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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On XX/XX/2022 I notified CFPB of a forebearance I was given by Mr cooper mortgage company. CFPB OPENED AN investigation and mr cooper responded with an approval of my forebearance with correspondence letters being sent to CFPB dated XXXX XXXX showing I was approved for forebearance through XXXX XXXX, and removed negative items from credit report after sending me a letter stating they didnt put it there. which can be found on the CFPB website. Also the letter stated no delinquency will be reported to credit reporting agencies. However, Mr cooper has not honored the agreement they have sent you or I. The first XXXX months I was in forebearance I continued to make payments even though I didnt have to. ( XXXX XXXX XXXX ) I never missed a payment. This is the second forebearance they have granted me and my second complaint with CFPB. ( XXXX ). The reason for my complaint is the same as the first time. They have reported to credit reporting agencies and my score has dropped over XXXX points leaving me unable to refi my first and second mortgage which was one of the reasons I needed the forebearance in addition to the hardship. My score has gone from a strong XXXX from me working so hard to get it there to XXXX. Ive called them repeatedly to rectify this and each time Ive gotten different people stating Im in a forebearance and others stating Im not. Some telling me they are sorry Im not in a forebearance because the loan matured. Well, for XXXX months Ive been told and have been thinking I was in forebearance until XX/XX/2022 because this was what I was told. CFPB was sent correspondence stating Im in forebearance and so was I. Never was I sent a letter stating I wasnt. This is unacceptable. All the company can tell me is I owe XXXX. My most recent call was Thursday and the young lady told me there was a glitch in the system but her and her supervisor was working to fix it so that the correct information would be sent to credit reporting agency. And it should be taken care of in XXXX days. Then Friday I spoke with another lady who stated very unconcerned shes sorry but there is no forebearance and none could be done. Saturday spoke with XXXX who took the time to read all notes listen to my grievances and stated he would send to escalation who I know cant help me with this. Now my credit is ruined. I cant get a loan. Time is running out! I cant get a parent loan for my XXXX who is in college that Ive gotten for the last XXXX years because that was denied because of this too. And all they can tell me is they are sorry. My first mortgage is XXXX. It is current and I pay on time! I will not allow mr cooper to steal my home over XXXX. Because I feel this is their agenda.
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01/19/2020 |
Yes |
- Debt collection
- Mortgage debt
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- Took or threatened to take negative or legal action
- Seized or attempted to seize your property
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Web |
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On XX/XX/XXXX I received a letter from XXXX XXXX. In the letter they stated they took over the servicing rights from XXXX loan servicing. This stated in their letter that XXXX XXXX as trustee of XXXX pass through trust XXXX Is the creditor to whom the debt is owed.
I disputed the debt and validation was requested With a certified return receipt letter dated XX/XX/XXXX.
I sent them two letters on XX/XX/XXXX.
XXXX See attached XXXX They did not reply.
I asked Mr. XXXX many times for a recorded assignment of mortgage showing XXXX as creditor.
They never provided assignments and records in land Court Hawaii never showed XXXX on record.
On XX/XX/XXXX I received a letter from XXXX XXXX XXXX XXXX dated XX/XX/XXXX.
I disputed XXXX XXXX XXXX Notice via Certified return receipt mail on XX/XX/XXXX. National creditors connection received it on XX/XX/XXXX ( see attached letter XXXX Their letter to me was sent on behalf of Mr. XXXX regarding an account with a debt of XXXX.
30 days later XX/XX/XXXX I received another letter from XXXX Hawaii XXXX hired by Mr XXXX ) stating XXXX XXXX XXXX XXXX not in its individual capacity but solely as trustee XXXX pass through XXXX XXXX claiming a debt of {$420000.00}.
XXXX See other complaint # XXXX XXXX They were advised by Mr. XXXX about the amount of the debt and they were advised that the name of the creditor to whom the debt is owed is XXXX.
XXXX owns XXXX/Mr. XXXX.
I personally called XXXX XXXX XXXX and recorded the call on XX/XX/XXXX to verify the letter I received from them on behalf of Mr. Cooper.
They verified that the information in their letter was 100 % true and correct regarding the stated debt that was owed to XXXX. ( I have a recording of the call with XXXX XXXX XXXX ) On XX/XX/XXXX I called Mr. XXXX XXXX
They stated to me that on XX/XX/XXXX they see in their records that FORTRESS was the creditor.
On XX/XX/XXXX I spoke to XXXX XXXX of national creditors connection.
She verified the notice I received from XXXX XXXX XXXX was accurate and they were hired on behalf of Mr. XXXX.
She verified with me that national creditors on behalf of Mr. XXXX sent someone to my home on XX/XX/XXXX at 12 noon.
XXXX XXXX XXXX XXXX address is : XXXX XXXX XXXX. XXXX XXXX XXXX XXXX, California XXXX Phone number XXXX XXXX XXXX XXXX XXXX XXXX nor Mr. XXXX ever responded to my dispute letter to XXXX XXXX XXXX.
Law firms representing the trust attempting to collect amount due from default in homeowners or properties in the trust the debt collection activities violates the federal fair debt collection practices act because the trustee had no right to pursue collections or foreclosure where it lacked a valid assignment.
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08/26/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Today is XX/XX/2020 and I like a great many people in the United States am quaranteened at home due to Covid- 19. Unfortunately, the official medical narrative determines that I am a prime target of this deadly virus for multiple reasons. For these and other reasons I listen to our officials and take head of their warnings and concerns voluntarily for the protection of us all.
I have 30+ yrs of federal service and I have been devasted by this pandemic financially, physically and emotionally as I have lost several loved ones already. I sent servicer Nationstar Mortgage LLC d/b/a Mr. Cooper not 1 but 2 requests for FORBEARANCES under the federal mandates of the " CARES ACT '' which was signed into law XX/XX/2020 Upon being notified by my own federal agency of their extreme delays in processing applications for benefits of up to 18 months, I requested the extended additional 180 day cares act forebearance.
Nationstar Mortgage LLC d/b/a Mr. Cooper acting as servicer for Fannie Mae refused to even acknowledge the 1st written request sent months ago and only responded to the 2nd written request when it was sent through the CFPB complaint portal and the Courts.
In defiance of federal law, XXXX XXXX directives, FHFA and the common good of this suffering nation Nationstar Mortgage LLC d/b/a Mr. Cooper finally sends a response that is not factual, unsupported by law ( CARES Act ) and contradicts the investors ( Fannie Mae 's guidance ) : 1. XXXX XXXX directs all Forbearance requests to be processed by the servicer ( accounts in Bankruptcy are reimbursed by XXXX XXXX for any notices the Servicers may be required to submit to the Court suspending payments for duration of forbearances.
2. My written request has been sent to multiple ever changing counsels for Nationstar Mortgage LLC d/b/a Mr. Cooper and none have replied. There have been approx. 4 different firms in recent months. Another different lay firm is now claiming to represent this servicer in less than a month some law group out of the state of Florida.
The acts of Nationstar Mortgage LLC d/b/a Mr. Cooper are deceptive, unfair and illegal. It would appear to any reasonable authority designed to escape compliance with federal law and the directives of the investors they claim to serve. There are a lot of uncertainties but being homeless with a minor child and a bad XXXX is not suppose to be one during this pandemic as we fight for our lives.
Mr. Coopers representative stated the process of inputting a CARES ACT forbearance only takes 2 minutes why have I been going in circles with this valid written request for months and Nationstar Mortgage LLC d/b/a Mr. Cooper says that they have started the process.
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06/10/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Older American |
XXXX XXXX XXXX XXXX XXXX XXXX XXXX, CT XXXX Mr. Cooper XXXX : Loan # XXXX We thank your office for your interest concerning our issue with Mr Cooper. Mr Cooper has dealt with us in a very unlawful manner. Breaking all rules and regulations concerning foreclosure. First our original loan was about {$370000.00}. Due to lost of business, we failed behind on our payments. Mr Cooper claimed that they kept adding the payment and interest on the loan principal. They now claim that the loan balance today is {>= $1,000,000}. In XXXX XXXX. The judge recommended that Mr Cooper allow us to do a modification on the loan. Mr Cooper refused to adjust the loan balance, by reducing the interest and principal reduction. That resulted to unrealistic monthly payments. Mr Cooper came up with a monthly payment of {$7500.00} months payment. Which was unaffordable. One can see that Mr Cooper has one goal in mind. That is to Foreclose on the house, then write of the list for a wind fall as tax return. Now the judge has given us the opportunity to sale the house as a short sale. We have engaged the service of a real estate license agent. He was able to get three offers. One of the offers is a cash offer. That will actually take a little time to close on the house. The sale day on the house XX/XX/XXXX. Mr Cooper has crusted the efforts of our Realtor. They will not allow him to put the transaction in the XXXX. Mr Cooper is pretending, and claiming that there is not enough time to execute the short sale. Still waiting for the sale date to come and pass. So that the title will pass to Mr Cooper. In light of the above, we are pleading to your office to intervene. To appeal to Mr Cooper to grant a reasonable time to execute the short sale, there should be no reason for them not to allow more time. We did an appraisal on the house this year in XXXX. To determine a fair market price for the house. We have used that appraisal to list the house, and have received three offers. Mr Cooper will not allow us to do the short sale as granted by the court. All Mr Cooper is focused on, is to foreclose on our house, as as to write it of on there tax return. So to have a wind fall. Just three months ago Mr said that our loan balance was under {$900000.00}. With s short period it has jumped to over one million. All the number are made up numbers. The loan was sold and traded. It has interested individuals that has interest in the deed. We plead to your office to intervene on our behalf. So that Mr Cooper to move the sale date to XX/XX/XXXX. Giving s fair reasonable time to do a short sale. In hope that you will intervene on our behalf. We thank you in anticipation. XXXX and XXXX XXXX, and XXXX XXXX.
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05/01/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
I m making a complaint against my mortgage company. I feel theyre giving me the run around with my mortgage. I had a case against them that was settled out of court. I signed the last papers of my settlement agreement XX/XX/XXXX. I set up an online account. They acknowledged the account and welcomed me. I had a few questions about certain items that didnt seem right. I was locked out of the account and told I had to talk with my attorney because the case was still in litigation. I did and shortly received a email from him. The email was between him and the mortgage company attorney stating the litigation hold was off the case and they could talk with me. I m sending you a copy of the email. I talked with them until around XX/XX/XXXX because I didnt get true answers. They would tell me something would be done in 10 days call back. I would and get the same answer call back in 10 days so I stopped calling until XX/XX/XXXXof this year. I I called to see if I had a XXXX XXXX tax statement coming. They said they had mailed them on XX/XX/XXXX. I didnt get it so I asked If they could email it to me they said they mailed it to my attorney. I called him, he said he didnt receive anything because he had moved and had a new address. I called the mortgage company back and they said they couldnt talk with me because my account was still in litigation to call my attorney. Ive talked with him and he said he would talk with them. I have been back and forth between the attorney and the mortgage company since XX/XX/XXXX. The mortgage company said he needs to get in touch with them. He said he tried to call their attorney and finally he said to call him on XX/XX/XXXX at XXXX to do a conference call. I called XXXX no answer, left messages no call back. I called one last time the next week still no response.
I m also sending you a copy of the escrow statement I received from the mortgage company. Up to receiving that statement I have received nothing from the mortgage company. The escrow statement and a check for over paid escrow payments for property taxes amounted to {$190.00}. They had been charging me over {$2200.00} too much for property taxes. They acknowledged it on the escrow statement. What I dont understand is how a {$2200.00} over paid equal to {$190.00}. Even if the hazard insurance went up {$340.00} it still doesnt add up to {$190.00}. Im sending you a copy of the statement. There are more things I not saying because I signed not to disclose the terms of settlement agreement. I have faithfully paid what they asked me to pay although I felt it was the wrong amount. I feel cheated and taken advantage of.
The mortgage company is Mr. Cooper previously Nationstar.
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02/04/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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Mr. Cooper wrote me to move out of my house because they can not modify the loan modification I applied for in XX/XX/XXXX. They gave me many options to choose from which included Short Sale and I choose Short Sale. I hired a Real Estate Agent to contact Mr. Cooper to ask for approval for the Short Sale. Mr. Cooper approved the Short Sale and instructed my Real Estate Agent what to do. My Real Estate Agent did exactly what Mr. Cooper asked my Agent to do, including putting a Lock Box at the front door.. Then we gave Mr. Cooper an offer and it was rejected because Mr , Cooper said the offer was too small. In the letter Mr. Cooper wrote me, it said they will take any offer no matter how small. Also Mr Cooper asked me to move out of the house as soon as possible which I did. I moved out out of the house on XX/XX/XXXX. Before I moved out of the house Mr. Cooper arranged with a firm to come to take the picture of the house. A representative from the firm came and took the picture of the inside of the house. On XX/XX/XXXX my Agent told me she got an email from somebody who said he has bought the house at the auction sale that was scheduled for XX/XX/XXXX and XX/XX/XXXX by Mr. Cooper Short Sale Department. Up till this time XX/XX/XXXX the house was in perfect conditions. I called Mr. Cooper Short Sale Department on XX/XX/XXXX to request for a relocation fee. I spoke to one Mr. XXXX of the department who told me that only my Real Estate Agent can do such a request, and not the home owner. I also told Mr XXXX that I have moved out of the house and M r. Cooper should speed up taken over the house. I also told Mr. XXXX that the house has been bought at the Auction Sale. He told me that he was not aware that someone has bought the house. On XX/XX/XXXX I got a call from the XXXX County Sheriff that he was at my house. The Sheriff told me the front door of the my house was opened when he got to the house and the house is badly damaged by water. He said that the sprinkler were on and the house was flooded and windows were damaged. My Agent has already arranged to call Mr. Cooper Short Sale Department on the XX/XX/XXXX to request for a relocation fee for me and then this happened. I smell a rat here. My suspicion is either Mr. Cooper has something to do with this or the the person who emailed my Agent that he has bought the house has something to do with it. This e-mail was unsolicited. I could be wrong. I have lived in this quiet affluent community for 12 years and this sort of thing has never happened all the 12 years I lived there. Also it happened just when I am handing over the house to Mr. Cooper. I don't know what is going on. I am confused. Please I need help.
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07/07/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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In XXXX I reached out to Mr. Cooper requesting that my PMI be removed. I made major repairs to my home and purchased the home below market price. I know my have has a minimum equity of over XXXX. I requested that the mortgage insurance be removed from my loan as I have made substantial repairs and upgrades that makes the LTV to be over 70 %. The representative that took my call informed me that based on the repairs I qualified and that the home had to be appraised. I waited over a month and nothing happened. I called back and they informed me that the order for the appraisal was cancelled but could not say why. I asked why I was not notified and she said a letter had to go out. I informed the lady that I would not receive a letter as my account was set up to receive all correspondence via email.
She then said, she would escalate to a manager. She then called and informed me that the reason for the cancellation was sent electronically. Which I did receive on XXXX that the reason I did not qualify was " Other and that I should call the customer service desk. '' Which I found this to be an in appropriate reason. I called back and they said that I did not qualify as my loan was not seasoned for two years. Again, I was puzzled as I did not find that to be a qualifying factor when I looked at their guidelines. I again informed the representatives of all my upgrades and the market value of my home. She said she would escalate. Two days later she called to tell me that I did not qualify as the guidelines for the loan to be seasoned was not Mr. Cooper 's rule.
I informed her that under the Homeowners Protection act, my loan did not have to be seasoned and that I insisted that this matter be reviewed again. She said they would and that I would receive a new letter with the reason clearly described. I have yet to receive a letter from Mr. Cooper and now they claim that my matter is closed. I emailed them the below information and I still can not get them to appraised my home so that the PMI is removed.
Other things to keep in mind about the Homeowners Protection Act Loan investors, including XXXX XXXX and XXXX XXXX, often create their own PMI cancellation guidelines that may include PMI cancellation provisions beyond what the XXXX provides. But these guidelines can not restrict the rights that the XXXX provides to borrowers. For example, the XXXX does not contain any requirements for a loans tenure before a borrower may request cancellation or be eligible for automatic PMI termination ( known as a seasoning requirement ).
With this information, please advise how quickly can the appraisal be scheduled since you have had my request for over 30 days.
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04/27/2021 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
I On XX/XX/XXXX, I noticed a notification of a document that I was prompted to review from my mortgage company, Mr. Cooper. I logged and found that a Escrow Analysis had been done and found that I was in deficit of {$10000.00} and my mortgage payment was going to increase from {$2800.00} to {$4900.00}. Needless to say, I called Mr. Cooper and they stated that I have an Escrow had a deficit and I have a new AV in the amount of {$17000.00}. This in my opinion could only be true had I done any major home construction improvements like add a bathroom, expand a kitchen, add a deck. I have done nothing. My home is a new construction and as the Tax Assessor explains that because it was a new construction and was under the reporting of the builder, my first year taxes did not include the home structure Assessed Value. So that's why there was a lump sum payment at the end of XXXX in the amount of {$10000.00}.
Mr. Cooper is stating that they have reviewed the Tax Assessors website and looked up the property and have made an estimated assessment that my taxes will be at year end {$17000.00}. When in fact if you look at the tax assessors letter its clear that the estimated AV, based on XXXX interest rate because XXXX interest rate has not been distributed, will be {$11000.00}. The Tax Assessor explained that when the XXXX interest rate is distributed, it would never be in excess of thousands of dollars.
My main complaint is that I believe that Mr. Cooper like many financial institutions are preying on people with FHA Loans that consistently pay their mortgage with ways to make more money on those accounts. I say that because Mr. Cooper representatives have been literally hounding me to refinance, I receive an insane amount of emails, phone calls and letters. They are promoting some FHA refinance package that allows people to refinance with no credit check, no downpayment. I understand that there are programs around like that for people who are in severe financial distress I am still employed so I though I struggle with balance, I am not in that place.
I am reporting this complaint because practices like this do a couple of things : 1. Allow people to lower their payment who are not in need to do so and limits resources to people who may desperately need to lower their payment.
2. Allows banking institutions like Mr. Cooper get away with financial bullying If I did not have the mental acuity to call the Tax Assessors office to get answers, I would believe the mortgage company and would probably be forced to sell my home or refinance which could ultimately be the cause to me losing my home since Mr. Cooper so strategically generates these scenarios.
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08/02/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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To Whom It May concern, I was approved by the Illinois Hardest Hit Program back on XX/XX/XXXX! I fell gravely ill in XXXX, and have since been permentaltly XXXX and on SSA. The great people that work with The Hardest Hit program, here in Illinois, put a fast track on my application, because when I applied in XXXX, I was already many months in arrears, and the process normally takes 90 days, or more. So, they fast tracked it and got me approved for {$35000.00}, of which included 4 months of future payments. I was, at the time, behind {$27000.00}. The documents were sent over to Mr. Copper, for approval, so that they could send the check. I verified on the XXXX of XXXX with Mr. Copper, that they received all the documents, and that it would take a few days to process, possibly by the end of the month.
I called at the end of the month and nothing had been done as of yet. This went on for months. I called every week for months stressing the urgency, since the amount approved was going to pass it's approved amount. I even sent corporates headquarters in Texas, via certified mail, a package of all documents and email corresponds with Mr. Cooper ( i never got a response. I was consistently told not to worry, that Mr. Copper deals with Hardest Hit Programs all the time, and that everything will be fine, every time I spoke to their customer service reps. many of my urgent calls and complaints, were sent to the Escalation Dept. Again, I never received a call, email or letter.
Long story short, they, Mr. Copper, sat on it and responded on XX/XX/XXXX, with the total owed {$36000.00}.
Mr. Copper is now flat out lying and stating they received the documents from The Illinois Hardest Hit Program on XX/XX/XXXX ( a complete lie!!! ), and received the denial from The Illinois Hardest Hit Program on XXXX XXXX, which is factual. But i was denied due to their negligence.
I have been greatly, negatively impacted by the negligence and falsehoods by MR. Copper. The impact it has had on my health has also greatly affected my life, due to the XXXX.
I then called again, after the 2nd denial for options. they offered me a loan modification. i never heard back from them after a week or so. i then received an email after complaining, that i was denied due to my income and foreclosure proceedings were going to proceed. I never once was contacted by Mr. Cooper for information on my finances. Such as change in income, bank statements, and such. Just a flat denial. Today ( XX/XX/XXXX ) I emailed via an appeal of there decision with all relevant documents that show i can indeed afford the modification and make my monthly payments. I have attached the email as well.
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01/05/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Mr. Cooper, formerly dba Nationstar Mortgage makes it almost impossible to submit additional principal payments on my home loan. First, I tried to make principal payments on their web page, but there were only places to pay the full interest-escrow, and principal. On XX/XX/XXXX I sent them a check for {$1500.00} marked PRINCIPAL ONLY along with the account number in the memo section. In addition to this, I sent a letter specifying the purpose of this payment, as well as the Mr. Cooper coupon that specifies additional principal that comes with each payment notice. However, once the check was cashed, I saw that it had been broken down into interest and escrow payments, with only a tiny portion allotted for principal. I must have spoken to three or four different people to try to get it straightened out, but I did get a promise that this would never happen again.
On XX/XX/XXXX, I got the courage to make another principal only payment, this time for {$4000.00}. I also made a pdf of the check and the payment coupon. On XX/XX/XXXX, I received notification that it had been received, so I went to the website to find, once again, it had been broken down into smaller payments- each covering interest, escrow, and the smallest portions principal. As before, I called to complain, and was informed that it would probably show up as corrected in a few days. I emailed a copy of the pdf to a XXXX XXXX who later emailed me back that I should have received a call. Someone named XXXX had called me with instructions to call her back. She wasnt there when I did call, but someone named XXXX. XXXX took the call and gave me her information so that I could check back with her next week. As of this morning, the account has new adjustments on two of the previously listed deposits of {$1300.00} and {$1300.00} to principal only, but that still leaves me {$1300.00} short on principal-only payments. ( Also, at this time, my regular automatic monthly payment of {$1300.00} posted on XX/XX/XXXX. ) I am weary with this company that sends its own specified deposit coupons and then does not honor them. I have worked with at least four other mortgage companies in my life, but I have never felt so insecure as I am now with this one. Mr. Cooper bought my loan from XXXX ; that is the ONLY way that they would have gotten my business. I wish I could just switch to another company ; but at this point, I would never get the same interest rate and it would cost me several thousands of dollars to set up.
If Mr. Cooper is doing this to me, this company is probably doing the same to some innocent people who do not know how to check the data online. I would like some permanent solutions.
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04/26/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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I have reached out to my lender requesting to move my forbearance that was done during XXXX to the back of the loan : ( they will not ) XXXX has XXXX housing assistant program that will pay XXXX but the lender has to approve the request that I provided to the lender on XXXX and XXXX since they stated they did not receive. The form would come from me per the agency : If the funds are moved to the end of the loan and the XXXX is granted to reduce my outstanding amount, at that time if I'm still behind, I would have a lower payment provided I have to file a bankruptcy XXXX until the difference is paid off. currently as it stands if I file a bankruptcy XXXX my trustee payment amount is over {$2300.00} on top of my monthly payment that has been the same for over XXXX ( on an average of XXXX to XXXX ) the Trustee continues to dismiss my XXXX XXXX and the trustee keeps the funds that I have paid which leaves me vulnerable to possibly losing my home that I would like to keep. ( XXXX not looking to be homeless at my current age or any age for that matter ) My goal is to just get my Mortgage back on track so that I don't lose my home.
Mr. Cooper now has indicated that my new payment would be {$1700.00} est ( my current value property taxes have been locked in now for XXXX ) with no changes due to an appeal that I file every XXXX with XXXX XXXX.
My homeowners insurance has gone up slightly over XXXX A few years back I had a current HOI policy with XXXX XXXX XXXX XXXX XXXX in which Nationstar dropped the ball and sent my annual premium in late and the insurance company would not renew my policy! ( This was at no XXXX to me ) My annual premium started off at {$800.00} to {$1100.00}, after that payment was late my new quotes then averaged XXXX on a high end and XXXX to now XXXX. I personally feel as though Nationstar XXXX should pay the difference. instead, they have now increased my payment to est {$1700.00}. This user error of sending my insurance payment out as caused be to have to search for lower insurance payments every year or other year.. State Farm has been the most reasonable thus far, but XXXX yrs ago XXXX XXXX XXXX XXXX XXXX as well. So I'm happy with my current amount. Prior I had also for over XXXX then XXXX XXXX XXXX until they dropped me due to Nationstar not sending the payment out on time.
I have sent a request for a RESPA DUAL Tracking on XXXX and again today XXXX with the verbiage RESPA DUAL Tracking as I would like a detail of fees as to how lenders can receive assistance and homeowners can not.
I have attached the XXXX tracking request and the assistance program for your view.
Regarding/Urgent matter Thank you XXXX XXXX
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10/11/2023 |
Yes |
- Credit reporting or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account information incorrect
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Web |
Older American, Servicemember |
During the year of XXXX we did a refinance to buy down the interest rate in our mortgage with XXXX XXXX XXXX. When the final numbers had been calculated I noticed that the numbers seemed to be low. I called XXXX the loan officer with XXXX, and I asked her if she had added the property tax and home insurance, and her response was yes. When we got the first bill, I had my wife call and ask if these new payments are temporary is it going to go up, and the answer was no it was not and representative had my wife look up the future payments, so she did, and the payments were the same till XX/XX/XXXX. In XXXX of XXXX we get our XXXX bill, and it was for more than XXXX dollars. We called and no one could tell us what the extra fees added came from. Some of the representatives would say that it was something the bank paid, and they wanted the money now. We sent our XXXX payment disputing the remaining amount until someone could tell us what they are for. Through the month of XXXX, we kept calling and asking for a supervisor to call us back or anyone else who can explain what the extra fee are for. Then on XX/XX/XXXX, I spoke to a XXXX who asked me if I felt that my escrow was incorrect and asked me to fax her over the property tax statement and the homeowner 's insurance statement. So, I did, and I never got a call back or any kind of response so on XXXX of XXXX I filed a complaint with this agency and within three days I received a call from a XXXX XXXX from XXXX management team. XXXX began her investigation and out that I had been trying to prevent this happening, but she could not find the communication between myself and XXXX the loan officer because she was no longer with the company, and of course that included the underwriter who also failed to see that the property tax and home insurance was not added. XXXX manages to work out a deal and they ended up apologizing what I know I assume to be Mr. Cooper for not knowing how to provide us with the correct information. Yesterday XX/XX/XXXX, I received a call from an advocate of XXXX XXXX, named XXXX at # XXXX EXT XXXX, who stated that who we had been talking to in XXXX and XXXX of XXXX, was the Mr. Cooper call center. This is why I have decided to do this file this complaint against Mr. Cooper for lack of communication and knowledge and training because this was a mistake caused by XXXX the loan office of XXXX XXXX and now Mr. Cooper for not handling this matter on a timely manner. This matter damaged our credit and made us look irresponsible when I took pride on making my payments. Today we are in desperate need of a equity loan we we are hostage to this situation for at least six more years.
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04/14/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Older American |
RE : Possible Predatory Mortgage Practices by XXXX Seterus, and Mr. Cooper In the year of XXXX, I became a proud homeowner with a {$54000.00} 30-year mortgage with a 6.1 interest rate : not the best, but manageable. In this year of XXXX, I should be four years away ( XXXX ) from obtaining my dream goal of complete home ownership. Instead, I am in an extremely distressed situation still owing a mortgage with an unpaid principal of {$52000.00}, with a maturity date of XXXX/XXXX/XXXX. This letter is an attempt to initiate an investigation into what I consider extremely gross, and exploitive mortgage extension practices initiated by XXXX. The following is a brief overview of the situation.
Specifically, there are three problematic areas initiated by XXXX : 1 ) Twice denial of advertised low 3.5 % interest rate. Between the years of XXXX and XXXX, XXXX offered the 3.5 % twice. During the first offer, for days I engaged with a representative in telephone communication and supplied requested information. The next step was a scheduled appointment with a rep visit for signature. Within in 15 minutes before the appointment, I received a call from someone at XXXX informing me that I would not get the new rate because I did not have enough insurance on my home ( {$140000.00} ). Immediately, I contacted someone in management about the issue, which turned out to be a useless reply of What do you want me to do about it? A couple of years later, XXXX made a second offer, and I reapplied with no success. Instead, my mortgage was extended by 20 years and sold/transferred to Seterus. The further sting by /XXXX is that I was a good steward with my mortgage payments never missed one, and never got the reduced mortgage rate. The irony here is that currently on my credit report, XXXX noted an excellent rating.
2 ) Undisclosed mortgage extensions. XXXX sold/transferred my mortgage to Seterus with 60-year mortgage ; afterwards, the mortgage was transferred to Mr. Cooper with 50-year mortgage term.
3 ) Currently, the latter mortgage is the most abysmal in which only {$25.00} ( {$300.00} annually ) of my monthly mortgage payment of {$500.00} ( {$6000.00} annually ) goes toward the principal. Again, with an estimated maturity date of XXXX. Recently in XXXX, I reached out to Mr. Cooper requesting an adjustment on the mortgage, extension, and an equity withdrawal of {$10000.00} for minor home repairs. Not surprisingly, my request was denied due to credit. As with XXXX, I have been a good steward paying my monthly mortgage.
In closing, as you can XXXXmagine, this is a very distressful situation. Please help with any recourse I may have with this situation.
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10/17/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
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I was on a COVID-19 Forbearance plan with my previous servicer and then my loan was transferred to Mr. Cooper. I informed the new servicer my hardship has ended and I was ready to pursue a post forbearance option. The servicer collected some financial information and weeks later I received a letter in the mail dated XX/XX/XXXX saying I was denied for a FHA HAMP Modification due to excessive obligations in relation to income. I reached back out to the servicer to determine why I was denied and to ask if I was reviewed for all available options. The agent I spoke to claimed I was reviewed for all options and they gathered updated income information from me. I later received an approval dated XX/XX/XXXX for the FHA HAMP Modification but the payment increased by {$700.00}. I then received a letter dated XX/XX/XXXX saying I was denied for a Partial Claim due to exceeding statutory maximum and denied for a FHA Disaster Modification due to insufficient monthly payment reduction. I shared this information with a close relative who works in Loss Mitigation who suggested I call back to specifically ask if I was reviewed for FHA 's COVID-19 Advanced Loan Modification ( ALM ) and FHA 's COVID-19 Recover Modification. The agent I spoke with wasn't aware of those programs. I attempted to escalate by asking to speak with a Manager. I was informed all managers were in a meeting and that a call back request would be submitted. I was told I should get a call back within 48 hours. Two business days later I called back because I didn't receive a call back from a manager. The agent said there is an appointment for a manager to call me back at XXXX the following day which was beyond the 48 hour response I was promised. The next day, I didn't receive a call back at XXXX as promised but I waited until XXXX XXXX which would have been XXXX where the servicer is located before calling back in. I spoke with another agent to inquire about the manager call back and my review for FHA 's COVID-19 ALM and FHA 's Recovery Modification. This agent wasn't familiar with those options either and she claimed I didn't qualify for the FHA Disaster Mod due to not being current as of XX/XX/XXXX which contradicts what the denial letter disclosed. Both COVID-19 ALM and COVID-19 Recovery Modification does not have a requirement for the loan to be current as of XX/XX/XXXX nor does there has to be a payment reduction as mentioned in the previous denial letters. The COVID-19 Recovery Modification would be beneficial for me because it offers a 40 year term combined with a Partial Claim which would offer a payment that's roughly {$400.00} less than the modification I was approved for.
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05/01/2019 |
Yes |
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- Struggling to pay mortgage
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Web |
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This mortgage servicer has been sued in Massachusetts for bad practices they employ to discourage borrowers from pursuing a loan modifications. They string you as long as they can. Fabricate need for paperwork or find flaws even on the date you put on the documents they request from you. " Oh you dated the document XX/XX/XXXX, but XXXX has 31 days, so it should have been XX/XX/XXXX ''. Use that excuse to restart the whole process from the beginning and then blame you and say that it is your fault the modification is not complete because you did not submit proper paperwork. Once you correct that and submit, they take about 2 weeks to let you know they have to restart the process again because there is yet another paper they need. Mind you, they never said before they needed this paper to begin with. They just keep fabricating and fabricating ... Attorney General of Ma, made them pay fines to all homeowners they had conned. But they have still not learned anything from that and continue with the same deceiving practices. You should see the long list of complaints against them sitting with the Attorney General. Mine is one of them.
I am now going through a financial hardship due to losing my job. I know I will see better times and when I do, I will do my best to get rid of this unscrupulous disgusting parasites that call themselves a mortgage servicing company. It would not surprised me if all those positive reviews were fake. I expect nothing less from this company.
They kept rejecting my application every two weeks and would tell me you had all you need it and then would wait three weeks to say they didn't have what you needed. They had been doing this to me since XXXX, when I first notified you that I had lost my job and was going through a financial hardship. They will say the application is complete and is sitting with the underwriting department, then would wait to weeks to come back to me and tell me they needed more paperwork. They did this until I was 3 months behind.
Then last Thursday, frustrated I went to their XXXX page to express my frustration with you and let everyone know how crooked they are. It's my right. But this is when you blocked me from your XXXX page, and reported me to the credit bureau the very next day. After three months. All of the sudden, they were not happy about my comments and buhuhu reported me to the credit bureau. Then two days ago, when I decide to send a mass email and include the attorney general 's office. So now after three long months of me waiting, frustrated with your scams and games, they told me that they have denied my application for a modification. It took you three months???
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12/30/2022 |
Yes |
|
- Trouble during payment process
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Web |
Servicemember |
I filed a complaint in XX/XX/XXXX and it was marked complete. The company did not provide information from XXXX of the notification. Mr Cooper failed to pay my insurance in XXXX. Paid the wrong insurance company despite the notification of change in XXXX and failed to notify me of the rejection of renewal ( there wasn't one ) and return of the payment and it caused a lapse in coverage. They don't want to take responsibility for the mistake at all. I'm paying the price now.
Mr Cooper was given the new insurance in XX/XX/XXXX. Where are the letters from XXXX? They haven't provided any to date and I have requested them. Mr Cooper never informed me that they didn't pay my insurance in XXXX of XXXX. In fact they paid the wrong company and never informed me after the payment was sent back in XXXX. Yes XXXX letters were sent out AFTER I contacted Mr Cooper for again sending the payment to a company that i had in XXXX. I contacted Mr Cooper for non-renewal. Mr Cooper caused the lapse in coverage and the insurance premium increase. I am requesting to see the XXXX notices of coverage rejection and renewal notices from XXXX not XXXX. This could have and should have been avoided had they informed me that the insurance wasn't acceptable and wasn't paid or had they given me proper notification after i sent the new insurance company to them. The old insurance notified them in XXXX XXXXXXXXand they notified Mr Cooper via a letter yet the disbursement went out anyway. Mr Cooper claimed they never got the letter so i had the company resend it. Mr Cooper got the returned payment and didn't ask any questions, they hust applied it to escrow or cut a check to me. I made extra payments and because there was no explanation on insurance i thought it was the overpayment they were returning. Mr Cooper isn't taking responsibility there either.
Another letter was sent to Mr Cooper ( XXXX ) notifying them that they were no longer the insurance company. Mr Cooper did nothing in XXXX and they have the option to do nothing about the lapse. It's their mistake too. XXXX is gone why am I paying for their mistakes? XXXX is alot for ne to pay for someone else 's mistake and failure. The same company i have now isvthe sane company they were given in XXXX and failed to process it or notify me of any problems. Can I please see letters from XXXX of the non-renewal and returned funds from XXXX and notification to me in XXXX of no coverage. The call log would be nice too because I called them several times in XXXX and they never said anything about the new company being a problem and they still sent a payment to the old company after I notified them of the new company.
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05/07/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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This complaint is in respect to a mortgage payoff with Nationstar Mortgage LLC ( d/b/a Mr. Cooper ). In a recent closing on XX/XX/XXXX, the title company paid the payoff amount XXXX {$390000.00} XXXX on the payoff letter provided to me through the Mr. Cooper website. There was apparently some shortfall XXXX the source of which is not entirely clear ). Rather than applying the {$390000.00} to my account on XX/XX/XXXX, Mr. Cooper claims their policy is to suspend the amount anytime a payment on a balance comes in that is over 90 % of the amount due until such time as the remaining amount is paid. I find this practice to be inappropriate, as Mr. Cooper continued to charge me interest on the full principal balance of {$390000.00} for a full week until I identified the issue ( of which I was not contacted about ). Rather than applying the amount paid on XX/XX/XXXX to the principal, their " policy '' is to effectively take the money as an interest free loan AND continue to charge their customers on the full pre-payment principal balance, notwithstanding the huge lump sum payment they just received in respect of the applicable account. I find this practice to be predatory, as consumers such as myself may not be aware the payoff was short ( even {$1.00} XXXX and then continue to incur interest on an account that has been largely paid off. If Mr. Cooper wants to charge interest on the amount that was short, I have no issue there. Their practice is not fair and it is not properly disclosed on any documents I have seen. In fact, on their payoff statement, there is an FAQ section and the question on wrong payoff amount ( copied below ) says that they may send the money back if it is short, but does not say they will hold it as unapplied. If they chose to send the money back, then I would have found out about this issue sooner and it would have been resolved within a day ( and less interest would have been charged ).
What happens if I send in the wrong payoff amount?
If your payment is short and you have an escrow account that will cover the difference, then we will apply those funds toward the payoff. If you dont have an escrow account or the balance is not enough, then we will attempt to contact the sending source to satisfy the payoff. Please note, if this falls after the payoff date deadline or we can not contact the sending source, then a refund of the total payment amount will be issued back to the original source. For this reason, we encourage you to pay the amount that is stated on your payoff quote.
In the event of any overages, you will automatically receive a check for those differences once the account has been balanced out.
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03/28/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
|
I am currently in the process of paying off my Home loan for my primary house.
The servicer ( Mr. Cooper ) also holds an escrow account to pay my taxes and home insurance.
At this point there is {$1400.00} in my escrow and I owe less than {$980.00} in my principle.
But they didnt just close my loan and send me the extra, they continue to charge me interest on my loan.
Additionally when I called them about fixing this, they told me there is a {$25.00} fee to request a payoff quote. I dont wish to request a payoff quote but they force you into requesting one. Additionally they charge you an arbitrary fee for this quote. There website states " A preparation fee of up to {$30.00} may apply to each payoff quote statement we generate.
From : //www.mrcooper.com/XXXX> " The Key phrase is up to, and what is to stop them from increasing this to whatever they want?
When I signed up and borrowed money for my house, I was not made aware of this fee ahead of time, I never agreed to it, and as far as I can tell there are no regulations around this fee.
Can anything be done to let borrows know ahead of time about this fee and to make sure it is consistent across lenders so when they transfer your loan the new company can't charge whatever they want.
The next problem is instead of closing my loan they are trying to transferred it to XXXXXXXX XXXX at the end of the month!
You shouldnt be able to transfer the loan with 1 month left on the loan that seems ridiculous! Especially when they already have the money in the escrow account!
Finally there website and their customer service states, Payoffs must be made via certified fundswire transfer, money order, or cashiers check. Please do not send personal checks, certified personal checks, or cash.
From Again this was not outlined anywhere in my loan terms and agreements. Every one of these methods involve an additional cost that was not specified in the agreement.
To Summarize : 1. When the company has enough money to cover the loan in the escrow they should end the loan without charging you a payoff quote 2. Payoff quote fees should be mentioned before you take out a loan and should be fixed based on price when you take out the loan. Services shouldnt be able to charge you whatever they want and list arbitrary amounts like up to.
3. If servicers change how they will accept payments on the last payment that should be clear when you borrow the money, and shouldnt be servicer dependent.
4. If you are paying your loan on time without ever missing a payment, the servicer shouldnt be able to transfer your loan in the last 3 or 4 months of your loan.
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09/11/2019 |
Yes |
- Mortgage
- Other type of mortgage
|
- Trouble during payment process
|
|
Web |
Servicemember |
My mother XXXX XXXX XXXX whom is a XXXX year old widow on a fixed income of SSI had her monthly mortgage payments of {$600.00} to Mr Cooper account number XXXX auto withdrawn monthly and has not missed any payments since XXXX. On XX/XX/XXXX I received a letter from Mr Cooper advising that the payment for XXXX was missed. I then called the bank and found out that as of XX/XX/XXXX Mr Cooper was deducting XXXX from her account for XXXX, XXXX and XXXX after calling Mr Cooper on XX/XX/XXXX I was told by XXXX that they would look into this and call me back. I received a call back advising that the reason for the increase was due to the property taxes increasing over {$5000.00}! We never received ANY type of correspondence advising of this increase from Mr. Cooper. I then called the county and the taxes have not increased I am attaching the county tax record as you can clearly see taxes for XXXX were XXXX for the year and XXXX was XXXX for the year. This is NOT a XXXX increase as explained by Mr. Cooper. Mr Cooper then advised that they could spread the payment out over 24 months to bring the payment down to XXXX effective XX/XX/XXXX. This excessive payment of XXXX caused a financial debacle for my mom whom gets a little over XXXX each month SSI. Mr Cooper did refund the 5 overdraft payments but they took XXXX for the month of XXXX and XXXX and now she is 30 behind on the mortgage as a result of this issue. She has paid XXXX but now owes for XXXX and we are in XXXX. This is very disheartening as the home she lives in worth less than 30,000 due to the deteriorating neighborhood in which she resides. I have my home listed as the mailing address so that I can keep tabs on the finances and assist her as needed. I am also able to speak on her behalf with Mr. Cooper. I feel as though she should have been notified as Mr Cooper emails me all correspondence yet NOTHING was said about the increase in escrows. I feel this is unfair and deceptive practice and Mr. Cooper should be held accountable as now she has lates on her mortgage through no fault of her own. Please look into this as she is currently on a balloon payment with Mr. Cooper through mitigation she had completed prior to the roll out of TRID in XXXX and had not had a late payment since the mitigation. I feel she should be credited all payments from XXXX through present so that she can get financially back on her feet. All representatives from Mr CoopeXXXX were nice and understanding but this does not excuse the fact that the company policy needs to be revamped when advising consumers of increases in their payments. Thank you for your time and consideration XXXX XXXX XXXX XXXX
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08/21/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
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|
Web |
|
Like many people I was struggling before the pandemic, but during the pandemic I was unable to make my mortgage payments. I applied for and was granted 12 months of forbearance of my XXXX XXXX mortgage serviced by Mr.Cooper. At the end of the 12 months I was NOT informed that under XXXX XXXX I was entitled to two additional 3-month extensions. When I did apply for those through Mr.Cooper I was told no. When I applied for a Loan Modification I was told no. I was told I could do a Repayment plan, but I would have to pay the outstanding balance of payments due in a lump sum ( in violation of XXXX XXXX guidelines ). I requested written clarification of why I was not entitled to the extensions and why I was not entitled to a Loan Modification. I also requested an explanation was to why I had to pay back the payments suspended during forbearance as one lump sum. I have received NO written response to these questions from Mr.Cooper. I have however received two letters from XXXX XXXX XXXX informing me that Mr.Cooper has turned my loan over to them for foreclosure. This is extremely frustrating. Why am I being singled out for treatment that violates all of the XXXX XXXX guidelines currently in place? I do not have the money to hire a lawyer to help me with this. However, I am waiting on an inheritance which would allow me to pay the outstanding balance of payments of approximately {$32000.00} in a lump sum. That should be going to probate and should get through probate in 12 weeks or sooner. So if I was actually granted the 2 forbearance extension periods I am legally entitled to I would be able to pay the outstanding balance and make my mortgage payments on time from here on out. But Mr.Cooper would rather drive a XXXX year old woman out of her house and onto the street. Mr.Cooper is also aware that there are 14 old horses on this property that have nowhere to go. Is Mr.Cooper going to pay for their board at another property? Is Mr.Cooper going to have them all destroyed since I can't take them with me to live on the street? Or better yet, is Mr.Cooper going to follow the regulations mandated by XXXX XXXX and give me my forbearance extensions so I can save my home? Please help me. I would rather die than leave my home knowing my horses will all be killed especially when it can all be avoided. I have provided Mr.Cooper with proof of my inheritance. I have provided them with proof that I am serious about saving my home. And yet they can not bother to respond to any of my requests in writing I will be making a copy of this complain and submitting it to Mr.Cooper and to XXXX XXXX XXXX as well. I hope you can help me. Thank you.
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01/02/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
|
Dates back to XX/XX/XXXX loan from XXXX XXXX XXXX improper security deed was sold to XXXX XXXX in XX/XX/XXXX then again to XXXX XXXX XXXX XXXX filed Bankruptcy XXXX XXXX XXXX XXXX agreed to loan modification with missed payments have statements showing no interest accruing from XX/XX/XXXX thru XX/XX/XXXX payments were to resume with lower interest and lower rate XX/XX/XXXX house fire XX/XX/XXXX attorney realized error on security deed house was free and clear XX/XX/XXXX filed case in court against insurance company and XXXX XXXX XXXX to get funds released for Construction Company to be paid XX/XX/XXXX XXXX XXXX XXXX sold loan to Nationstar XX/XX/XXXX XXXX XXXX XXXX discharged loan with bankruptcy and sent {$1000.00} check for problems XX/XX/XXXX agreed to modify deed to include both parcels with agreement that NationStar was going to give us a contact to work with to get the problem straightened out.
XX/XX/XXXX attorney contacted the person Nationstar sent information for ... we were given the information. I contacted him and was told we knew nothing about us. Our attorney contacted him again and told me to call him back. Again, he would not talk to us.
XX/XX/XXXX we began receiving foreclosure letters. My attorney began sending letters stating that we were working with Nationstar. The attorney for Nationstar stated they were foreclosure attorneys and that is what they were going to do.
XX/XX/XXXX the 1st foreclosure took place.
XX/XX/XXXX received XXXX from Nationstar regarding foreclosure XX/XX/XXXX received eviction paperwork and appeared in court. This was dismissed because they had only foreclosed on the one acre and we had paperwork showing we owned the house free and clear. My attorney told us they had 30 days to file a motion.
XX/XX/XXXX received paperwork from court that they wanted to file for reformation.
XX/XX/XXXX after my attorney told me the courts had to do what was legal not equitable and Nationstar attorneys lied, left out a lot of information, making it appear that the loan had went directly from XXXX XXXX to Nationstar and I had not paid anything since XX/XX/XXXX ; instead of not having paid since the loan modification XX/XX/XXXX and bankruptcy charge. The reformation was allowed. The tax assessor website shows the name change to XXXX XXXX XXXX in XX/XX/XXXX.
XX/XX/XXXX the 2nd Foreclosure took place XX/XX/XXXX I receive a cash for keys offer and my attorney now tells me 'I have never heard of this, take it and see what happens '. I have diligently been calling and emailing anyone and everyone I can think of to try and get this looked at because I don't feel like it is correct.
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04/15/2020 |
Yes |
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- Struggling to pay mortgage
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Web |
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I am in the XXXX industry and have been deeply affected by the Coronavirus, likely more than most. I am a XXXX XXXX as a XXXX XXXXXXXX and XXXX. I have lost 4 months of work and have even been rescheduling in the Fall and losing my remaining good Saturdays for the year. So I will not be making up that money. I filed for unemployment, but because I am XXXX and work in 2 states ( XXXX XXXX area strattles state line ), I was told I had to call in. The call line sends you to a machine which hangs up on you after directing you back online because they are swamped. So I said I only work in Kansas in order to submit it, but no response or check yet.
We have XXXX kids and a new home we bought in XXXX of 2019. Our mortgage company is Mr. Cooper. We have missed 2 payments of roughly {$1800.00} each, XXXX and XXXX, so far. I have tried calling, but they also have an automated message directing you back to online and hanging up afterward. But then I discover the only option is a forbearance, admittedly warning I may be disqualified from any stimulus or other aid if I fill it out. On top of that, they say quite sternly XXXX and repeated bluntly by the CEO in a video ) that it is NOT an extension of the life of the loan, but rather a normal extension, requiring a lump sum at the end of the 90 days. As if anyone is saving money right now and able to pay MORE when this nightmare is over! Thats illogical. It is mentioned that payment plans could be made, but this is not what you agree to in the application and it is so arbitrary it is unknown exactly what they could force you to do after agreeing to this form. This seems unwise to enter into. So for these terms, and the threat of not getting aid, I chose not to fill this out. I did however email them explaining this. I have not heard back and they are still not taking calls.
We can not lose our home. And we can not pay a higher monthly payment. We are scared and dont know how to fix this. Meanwhile, the days are passing by and notices are flooding in. We have been able to pay all our other bills, but that will end this month if unemployment or a stimulus doesnt come soon.
If anyone can encourage mortgage companies to extend the life of loans, it would help us immensely. I can only imagine how many people are being hurt by filling out this forbearance, which essentially gives zero aid, and only allows for a little time to then make their account current all at once, without any backpay to do so. It seems dishonest and taking advantage of many people forced to choose this only option. They should be held accountable for making things worse on hurting people everywhere.
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04/24/2021 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
On XX/XX/2021 I awoke to multiple e-mails from XXXX XXXX stating that my checking account had been over drafted by {$15000.00}. The account had a balance of {$410.00}. Upon inspecting my online account I recognized the seven unapproved charges as my mortgage lender, Mr. Cooper. I immediately went to my local XXXX XXXX branch where XXXX XXXX assisted me by calling the XXXX disputes line. After an hour of waiting - I was able to speak with a member of the XXXX disputes team who communicated that this was a chronic issue with XXXX and Mr. Cooper and that many clients had been impacted the mix-up .... if one can even call it that! XXXX communicated at that time - it was a Mr. Cooper issue and there was nothing they could do at this time.
After visiting the branch I proceeded to call XXXX XXXX to file a complaint and dispute the charges. Again after waiting 40 mins I was finally able to speak with a member of their team who again communicated the multiple withdrawals were an issue on Mr. Cooper 's end but XXXX would dispute the charges. I am concerned as to where the consumer is protected here. Moreso why did XXXX not place a hold or block these transactions before I was charged seven times for {$2200.00}. I have been a client for XXXX XXXX for numerous years and now feel I was not protected properly due to the fact that it is evident these funds did not exist in the account.
Further I have phone, messaged and filed a ticket with Mr. Cooper multiple times and have not had response on contact with anyone from the company. This all began around XXXX XXXX on XX/XX/2021 and Mr. Coopers on response has been a XXXX message on the same day at XXXX eastern time. They are unreachable. No one will answer a phone. No one will respond to help tickets. No one will respond to XXXX messages.
I do not have automatic payments set up for Mr. Cooper for this very reason. I pay my account on time and monthly and have never been past due. Based on social media it seems many other people were impacted by this mistake. Most likely thousands if not millions of dollars was withdrawn from accounts without consumer consent. This should not be allowed. The public should be protected by big bank and lender errors or miscommunication. We should be not held responsible for this!
Further, {$1000.00} is a lot of money for me let alone {$15000.00}. The shock of awaking to a loss of {$15000.00} which I did not even have and withdrawn without my consent is discomforting, unsettling, and stress inducing at any time, but especially in the midst of a global pandemic.
I would like to lodge a formal complaint against Mr. Cooper for the above.
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08/23/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, CT XXXX Against : Mr. Cooper Mortgage Service XXXX XXXX XXXX XXXX XXXX, Texas XXXX Loan # XXXX Follow Up Complaint : This is a follow-up case update, that your office has requested. So as to stay involved in this matter. Mr. Cooper Mortgage Service has employed unfairness and deceptive practices, including fraud in the modification review process. Mr. Cooper sent a letter on XX/XX/XXXX, indicating that they had received an application for modification and supporting supplement documentation from us. Contrary to the letter our package was faxed to Mr. Cooper attorney nine days later on XXXX XXXX, with confirmed receipt. Mr. Cooper lawyers said that they will forward the package to Mr. Cooper, which is two days before Mr. Cooper sent a determination letter. Mr. Cooper sent a determination letter based on documents they have not received nor reviewed. Please see the attached letter. With this being said I wonder if my case is an individual case or systematic unfair and deceptive practice. Since Mr. Cooper is not a stranger to the scrutiny of this nature, we are requesting for modification with principal reduction. Mr. Cooper is wanting for foreclosure of {$960000.00}, while the property value is only {$310000.00} per current appraisal.
The original loan in XXXX was {$400000.00}. The bank wants to foreclose the mortgage to the amount of {$900000.00}. That is for a tax write off for the bank. The Loan was declared a predatory loan by the judge. The interest rate has adjusted up to 14 %.
Mr. Cooper scheduled XX/XX/XXXX, as our Law Day. We are requesting your intervention on our behalf. We need to stop Mr. Cooper 's actions. Mr. Cooper needs to explain why they have not followed through with their promise to review our loan for modification. We have the financial qualification for a loan modification. Both I and my wife have been in our current jobs for over seven years. ( Please see a motion to open judgment and extend law date by the bank Mr. CooperXXXXXXXX XXXX. You can see that the bank has used the delay tactic for deception and manipulation to their advantage. Please read Mr. CooperXXXX XXXX motion to open judgment and extend the law date to XX/XX/XXXX. The court document stated that the bank wanted to reopen the judgment and extend the law date to pursue a modification review workout. They never followed through and requested any documents from us.
In hope that your office will take action to stop the short sale, and make the bank offer us a modification consideration. We thank your office in anticipation.
Sincerely, XXXX & XXXX XXXX
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02/25/2022 |
Yes |
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- Trouble during payment process
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Web |
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I submitted a CFPB complaint on XX/XX/XXXX COMPLAINT ID XXXX in which the response from Mr Cooper did not address the actual issue. I am aware that I am no longer on a forbearance plan and that ended in XXXX as that is why I made the call to address the payment date issue we were left with. The problem we were left with was the due date is the XXXX ( 6-7 days before my husbands check ) each month. I discussed this with forbearance department and we discussed options like modification and putting the amount at end of loan as I junior lien, or a payback plan for what was needed etc,, I was transferred to someone in forbearance department whose name was XXXX who told me ON A RECORDED LINE about a new option Mr Cooper was offering customers that just started. She said I was able to make my monthly payment at ANY time throughout the month for the next 12 months and NOT RECEIVE ANY LATE FEES. I said that was wonderful and would be a great solution for me and I already started paying extra to put in suspense/unapplied funds to total the monthly amount due and could just continue doing that over the next year or until I reach a full extra payment since the due date can not be changed to jump ahead.
I made my payment in XXXX, XXXX and XXXX, XXXX now only to find a late fees on my account in XXXX. When I called MR Cooper to question the late fees, I was told there is no such assistance available and I was told incorrect information on a recorded line. A escalation department pulled the call and verified after listening to the call what I am saying was accurate but is not holding to what I was told by MR Cooper on that call XXXX. This is NOT acceptable as I had monthly budgets surrounding over paying monthly t o reach one full payment in suspense /unapplied funds account to jump ahead a month to pay by the XXXX. This is not fair treatment to me as a customer especially on a FHA loan. I need better assistance and accountability from Mr Cooper to assist after being told FALSE information and late fees {$68.00} charged to my account. I have been directed to file a complaint with the Attorney Generals office if this is not resolved. My resolution I am asking for is that I am given proper time allowance to make a extra monthly payment of around {$75.00} each month until I reach the {$740.00} I am short to get ahead of my monthly payment like I was told I could and do this with NO LATE FEES charged to my account monthly like I was told by your forbearance department on XXXX and ALL FEES REMOVED. I also am requesting a written transcript of my recorded conversation from XXXX to be sent to my home address or email ASAP.
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08/15/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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On XX/XX/XXXX, we received notification that Mr Cooper will be servicing our mortgage. Our mortgage payment includes payments for property taxes and insurance which were kept in escrow. On XX/XX/XXXX we received a letter dated XX/XX/XXXX, from our insurance company that our insurance lapsed for non payment. To reinstate our insurance on our home, our insurance rate was increased.
We called Mr Cooper to asked why our insurance was not paid, when the insurance was to be paid from the escrow account which had a balance more than enough to cover our insurance payment. Was informed by someone in the insurance department that they were not responsible for our insurance payment but were only doing us a favor. Reminded the representative of Mr Cooper that our payment included the property taxes and insurance before Mr Cooper assumed servicing of our home loan. The response was that Mr Cooper had not received a bill from the insurance company and they can not do anything about payment if they had not received a bill. Mr Cooper sent no communication to us or the insurance company they had on file, about the payment that was due on XX/XX/XXXX for continued insurance coverage.
Asked to have insurance payments removed from escrow, so that we would pay our insurance since Mr Cooper was too incompetent to ensure that our insurance was paid timely, and was told that we would have to first pay the insurance, send a declaration page to Mr Cooper, who will then determine if we qualify to have the insurance payments removed from escrow and may have to pay for any penalties that may arise from removing the insurance payment. I informed that representative that Mr Cooper already had our monies and had failed to keep up their end of the agreement. Mr Cooper was burdening us to find extra cash to pay our insurance.
On XX/XX/XXXX, we received a letter date XX/XX/XXXX from Mr Cooper informing us that they plan to buy hazard insurance on our property which may be more expensive that what we can purchase and that we have to reimburse them for the insurance they bought. This is added burden to home owners by mortgage servicing companies like Mr Cooper and frankly smells like a scam to defraud vulnerable home owners. Our service agreement included paying for mortgage, property taxes and insurance, the extra payment being kept in escrow, Mr Cooper failed to keep their end of the agreement and now wants to further victimize us by having us pay for their incompetence.
Mr Cooper should cover the cost of their own incompetence if they paid hazard insurance and they should cover the cost of increase insurance which we have incurred.
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07/28/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
In XX/XX/XXXX my mortgage company sent me a loan installment statement with a payment amount equal to two monthly payments ( double payment amount ). I called to inform them that I have never missed a payment and the Statement was incorrect. The customer service representative said they must not have processed my XXXX payment and that I would receive a corrected, up to date statement in XXXX. I received my XXXX statement and it still showed that I was behind on a payment ( statement showed that 2 payments were due ). I called the Mortgage company again and a different Customer service Rep. said she looked into it and their system showed that I was behind on a payment that I missed in XX/XX/XXXX. After pleading with her to thoroughly recheck her information because I have never missed a Mortgage payment in my life she refused then transferred me to the Escalation services department. The representative in that department said her system showed that I had missed a payment one year ago also. After I ended the conversation I immediately went to my computer to check my bank records, finding a copy of the check they cashed in XX/XX/XXXX. The check also had my account number written on the front. I called them right back to inform them of my information and that representative found the payment in her system but I was told they will send the matter to their Audit and Research dept. to investigate. She said they would send me notice in the mail of the outcome within 7 days. They never sent any thing in the mail, so I called them to get updates, about 3 weeks later and several phone calls they said they found my XX/XX/XXXX payment. It was not cleared up until XXXX. The next month in XXXX when I received my mortgage installment and additional {$270.00} was added to my monthly payment, again I called the Mortgage Provider and the Customer Service Rep.said it was a mistake on my account and a corrected statement would be sent to me within 5 days. I never received the corrected statement so I paid the correct amount, hoping that they would correct the mistake. It is now XXXX and I received another statement that is {$270.00} more than my payment should be. I called the Mortgage Servicer again asking for a correction also an explanation of why this is happening. I was transferred to the Escalation Services Dept. and given no answer but was told my account would be sent to Auditing and Research to investigate. I have been going through Installment Payment problems with this institution since XXXX it is now XXXX, I don't know how this affects my paying off my mortgage. Am I being penalized in anyway because of this?
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08/28/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
|
First, we wish to thank XXXX - Mr. Cooper for responding to our earlier posted shares of our experience and process in striving to keep our loan functioning. This shows the effectiveness of this protection bureau. A Mr. Cooper manager reached out to us by phone and did the right thing! In late XXXX XXXX of XXXX, They coordinated an adjustment to our loan situation that allowed us to defer payments for 10 months or pay per month at our discretion while we worked out the details on paying the amount Cooper had demanded. Please remember that we had been promised deferral on the full amount of the forbearance from the beginning, and Mr. Cooper had put us in the difficult position by then going back on that pledge. They had communication clarity issues with our specific lender bank, and would not honor their promise but just made the demand with threat of foreclosure. This is all detailed & recorded in written communications.
To continue with news of the adjustment the Cooper manager made this past XX/XX/2022... They gave us time to consider the details, got it all worked out, and when we agreed to the loan adjustment they sent us a formal notification that it was engaged and these were the new operating terms. We were thankful and relieved as we were now treated fairly by Cooper, and in good faith. This was after our 2 formal letters explaining the issues that their corporation had produced, and our communication with CFPB ( Consumer Financial Protection Bureau ).
When we phoned in to make the monthly payment for XX/XX/2022, we were notified that the adjustment to our loan was no longer active! Yes! Try to understand this, they simply reneged, and removed it from their system, AND DID NOT NOTIFY US. We were unaware of this second reversal of promise by XXXX - Mr. Cooper.
We sent them a 3rd formal letter on about XX/XX/XXXX, requesting the reinstatement of the formally and professionally agreed adjustment agreement.
We have just heard back after about 20 days that while they acknowledge the error, they are unwilling to reinstate the agreement, and along with this notice they included an updated demand letter threatening foreclosure again.
We are grateful that our engagement of CFPB worked the first time, and that Mr. Cooper did the right thing. Now we are back and sharing this continuity of their confused misrepresentations on account of their backing out of the remedy solution which worked so well.
Consumer Financial Protection Bureau is truly needed in attempting to sort through the difficulties XXXX - Mr. Cooper is demonstrating at this time which has proven difficult for many corporations.
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06/25/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
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Web |
Older American |
Condensed, I had been trying to get my ( as my Husband passed away in XXXX ) loan modified. There were extenuating circumstances, which I have binders full of correspondence from XXXX our Servicer in XXXX, to no avail. We were offered trial periods which were awesome, however after the 2 years the payment increased to more than we were paying upon attempting the modification. My husband was nearing retirement and I was displaced by the Mortgage meltdown of XXXX. I was told they did not care about our aging status, or health issues. During this time our Loan was sold to now Servicer, Mr Cooper aka Nationstar. I personally have gone through XXXX, two Brokers, myself, and another/current Gentleman to no avail. About 5 years ago I was " forced to accept '' a modification in order to remain in my property and the payment for the next 30 years will beyond affordability, as I am a retired Widow now, for the past 7 years, struggling to make my payment. Our arrearages during that period were added to my loan balance, in a time where everyone was being given modification and no increase in the balance, here I sit. My payment is beyond affordable, and takes most of my income, from my deceased husbands retirement, etc. All I want is my balance lowered to what it was prior to the added arrearages and an affordable payment. But, I was told they didn't care about my reasons, aging, retirement and a predatory loan. I was told because we did not accept the first modification offered to us by XXXX, we would not be considered for lower anything. My husband is now gone, which I told them, was inevitable, and I am alone to struggle until I am gone. I just want help and understanding, which I wait patiently for, as they keep tell the Gentleman working on my loan " we have this new program available ', or that program, but nothing changes for me. Contacting you was recommended by a friend, and I pray this is due to Gods direction and I will finally get relief, that will allow me to continue to stay in my home that is in need of repair, and I have no disposable income to take care of them. I appreciated your understanding and consideration. Although, this is a condensed version, as I mentioned I have notebooks of correspondence over the last 12 years with the Servicers. I did not find out that XXXX XXXX was my Investor until my interaction with XXXX, and they did not help me, as XXXX XXXX, did not respond in any way, shape or form to my dilemma or resolution. We filed BK in XXXX a Chapter XXXX which was discharged in XX/XX/XXXX, however, my statements continue to come over ad " Voluntary '' payment (? ) almost 9 years ago.
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11/04/2019 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
I'm very concerned about the pattern of conduct of your company. When I first was behind I came to your company for assistance and was struggling to pay on time. They were helpful initially then when I became a payment behind it was different Multiple calls and text messages daily. When I answered the calls the was no one there then id call in then id get a person who didn't do there job. THE FACTS : 1. I have had this loan for more than TWELVE CONSECUTIVE PAYMENTS THAT WERE ON TIME 2. I contacted your company in XXXX when I was 14 days late in need of assistance and I had the ability to pay then but had medical issues that permitted me from paying at the time and wasn't working. 3. your agency dropped the ball the VERY FIRST TIME AND DIDNT TIMELY FILE AND MISSED THE DEADLINE WHICH YOU REMEIDIED WITH AN EXTENTION the following month omg I cant believe this. 4. when I tried to get employment to pay my obligations they run a credit report since I work in finance and they see that I have a XXXX offset on my credit bureau so NOW I cant work in the industry that ive been in for over a decade and have to work in other industry that will pay less since its entry level. 5. When I was rejected one agent told me that I should file for bankruptcy chapter XXXX and I had until XX/XX/XXXX to show proof that ive been working for 30 days and the income supports viability and the reason I was rejected was that my loan was less that twelve month old which is a fabrication your company bought this loan from XXXX XXXX who originally bought it form XXXX XXXX. Essentially sixteen consecutive payments have been paid to the lenders before a hardship occurred. 6 A ms XXXX was adamant that I could reapply but that option is NON EXSITENT due to my circumstances and IM VERY SURE SHE WAS AWARE OF THAT since she was so disrespectful and condescending on the phone. Your letter said the ninth it needs to be provided by the ninth. My Circumstances have changed IM WORKING AND I CAN MAKE ENOUGH INCOME TO PAY MY MORTGAGE AND IM GOING TO BE AWARDED XXXX shortly. YOU HAVENT CALLED ME IN A WEEK AND ITS ONLY AFTER I TOLD HER THAT YOU CALLED SO MANY TIMES A DAY SHE sarcastically said we can remove you from the call list even when I asked prior. I will submit this to the BBB FTC CFPB ETC CAUSE YOUR PROCESS IS PREADETORY I believe your company intentionally slow balled this playing the waiting game in the guise of help but called savagely and misinformed to blatantly corrupt the process cause I'm sorta a smart guy but you sophisticated this process in a way to only a legal expert would really know what you're actually saying as a company.
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03/07/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
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Web |
|
On XX/XX/XXXX, XXXX XXXX, the current servicer for the loan filed a lis pendens under the assume name " XXXX XXXX XXXX ( XXXX XXXX ) ''. Under Florida Statute 702.015 ( 4 ), If plaintiff is in possession of the original note, the plaintiff must file under penalty of perjury a certification with the court, contemporaneously with the filling of the complaint. XXXX XXXX failed to attach a certification under penalty of perjury to the complaint. Pursuant to Florida Cicil Rules 1.110, plaintiff must verified the complaint and its string of documents adequately. The complaint reflects that XXXX XXXX XXXX allegedly verified the complaint, however XXXX failed to verified the documents relating to ownership accordingly. The record reveals that XXXX XXXX have engaged in Florida 's Deceptive and Unfair Trade Practices Act, Chapter 117, Florida Statutes, which governs activities of notaries public, Chapter 668, Part II, Florida 's Uniform Electronic Transaction Act, and Chapter 695, governing record of conveyances of real state. Under Florida law, corporations may convey real property in accordance with the requirements of either section 689.01, Florida Statutes ( 2004 ), section 692.01, Florida Statutes ( 20040, or section 692.02, Florida Statutes ( 2004 ) Section 689.01, which requires that any conveyance of real property to be signed in the presence of two subscribing witnesses. XXXX XXXX also failed this requirement. See attached assignment of Mortgage book 29026 page 4582 and assignment of mortgage book 28927 page 2030. Please review, you will find that the entire documents has been forged. All signatures on both assignment are IDENTICAL, which means that someone cut and paste all signatures instead of signing the document in the presence of two subscribing person and notary. Both assignments have been forged and does not convey ownership. A void of forged instrument is a void, see 3 DCA Case Law XXXX v XXXX XXXX. case no. XXXX. On XX/XX/XXXX, the state of Florida entered into an assurance with XXXX XXXX XXXX XXXX. This company engaged in Floridas Deceptive Unfair Trade and the falsification of mortgage documents, including forged assignment of mortgages and other documents. See copy of assurance. XXXX XXXX entered into a consent to judgment and consented to never filed forged documents of a fraudulent in nature actions. XXXX XXXX has violated the consent to Judgment with the government and are subject to sanctions at this juncture. We ask that you review all documents and sanction XXXX XXXX for all the mention violations in connection with the foreclosure action using a string of forged documents.
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06/01/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
|
We did a refinance back in XX/XX/XXXX 2022 of the new home that we had purchased in XXXX of 2021. The lender we purchased our home from sold our loan to XXXX. So we pursued doing a cash out refinance with them and closed on that loan with XXXX XX/XX/XXXX 2022. To ensure that our taxes and insurance was accounted for we opted for Impounds to make sure they were covered. Our mortgage payment went up about {$300.00} ish dollars more a month bringing it to {$2900.00} a month. We have lived here for not quite two years now. Yesterday I got an email from XXXX saying that our payment was going to be updated due to the recent Escrow Analysis they had done on XX/XX/XXXX. I was beyond shocked and worried sick to find out that there was a {$7000.00} shortage in our escrow account and that we had to either pay {$7000.00} before XX/XX/XXXX or our mortgage would be going up to {$3900.00} a month to cover that deficit. When doing further research, I found out that even if we pay the {$7000.00} escrow shortage our mortgage payment would still be going up to XXXX XXXX.That is {$410.00} more a month than we are paying currently and we are struggling to even keep up with the {$2900.00} as everything has gone up. I worked as a XXXX XXXX XXXX and XXXX XXXX XXXX for almost a decade so I wondered how could this have happened when taxes and insurance are supposed to be collected up front in reserves to account for this. I am fully aware that XXXX has no control over what the property taxes and hazard insurance may fluctuate and increase to overtime but when I looked at the Closing Disclosure from when our loan closed back in XXXX I see that the Loan officer did not take out nearly enough to cover taxes and insurances and have enough in reserves to account for the fluctuations in taxes and insurance that inevitably were going to happen over time with the escrow account already starting out with not enough funds since we closed. We believe that the loan officer / XXXX undercut the taxes and insurance so that we would qualify for the loan to keep the debt to income ratio low and payment below {$3000.00} and to obtain the business. Knowing full well on the back end that this was going to set us up to fail in the future and put us in the immense severe financial hardship down the road. This loan should have never been approved .We regret doing it and now we may quite realistically lose our home because of it. We just want to start the conversation about what recourse we may have to rectify this devastating situation or at least inform others so that they don't go through the same thing we are now having to go through.
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05/25/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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Mortgage information : Lender/Servicer : Mr. Cooper Loan Number XXXX I recently received a letter from my mortgage company dated XX/XX/XXXX and received on XX/XX/XXXX which states " Our records show that your hazard insurance expired, and we do not have evidence that you have obtained new coverage. ( in bold ) Because hazard insurance is required on your property, we plan to buy insurance for your property. You must reimburse us for any period during which the insurance we buy is in effect but you do not have insurance. '' On XX/XX/XXXX I had my evidence of insurance faxed to Mr. Cooper and I called them at XXXX XXXX on XX/XX/XXXX I spoke to XXXX to notify them that I have insurance and evidence was faxed and to not buy insurance on my behalf. I asked XXXX to put detailed notes on my file.
On XX/XX/XXXX at XXXX XXXX I contacted XXXX in customer service and she confirmed that they received my evidence of insurance and that my account has been updated. I requested a follow-up letter to be sent. She informed me that she is not capable of sending a letter. I asked for her manager who wasn't in work yet and would call me when she arrived. Her name was XXXX XXXX and she never called me.
On XX/XX/XXXX at XXXX I called customer service and spoke with XXXX XXXX He understood the situation and told me he would patch in the escrow department, specifically the hazard department and I spoke with XXXX. XXXX confirmed insurance will not be purchased but she " can't '' send a letter confirming. I explained that the letter Mr. Cooper sent me specifically stated that they plan to buy insurance and that I require a letter stating they are not going to buy the insurance. She told me that it's policy not to send a letter. I hung up on her.
My concern is that someone in the organization may pick up the file and mistakenly purchase the insurance and all I have is " he said, she said ''. I think a brief letter stating that Mr. Cooper will not be purchasing the insurance is a reasonable request and my protection. I tried contacting the executive offices but you can only be switched to customer service or the line automatically hangs up. There is no other contact information for any of the management team as Mr. Cooper management has no inclination to be bothered by their customers. If I had the option I would get rid of Mr. Cooper as fast as possible.
Can you please assist me in receiving a letter from Mr. Cooper stating that they are in receipt of my evidence of insurance and hazard insurance will not be purchased on my behalf. Thank you for any help you can offer.
Sincerely, XXXX XXXX XXXX XXXX XXXX
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04/01/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
Older American |
My mortgage was sold to Mr Cooper Mortgage Co. After setting up my automatic withdrawl for payment with them, they proceeded to take multiple payments ( 3 ) out of my account the first month. It took several calls and numerous months to fix this simple issue.
Secondly, I made several extra payments in order to pay my loan off quicker. I paid my 15 year mortgage loan ( # XXXX ) off in approximately 50 months. In late XXXX of XXXX I called to get a payoff amount on my loan. The representative told me there would be a {$35.00} charge to get that information. I laughed and said are you kidding me? Out of principle I did not get the exact payoff amount. Instead I chose to just pay as I recall about {$88000.00}. on the balance of roughly XXXX Assuming interests and escrow balance would wash out the following month. If I owed a few extra dollars than Mr Cooper would adjust my account and I would pay it the following month. Likewise if Mr Cooper owed me than a check would be issued to me. I waited several days and went on line to check the updates made to my account. A message instead came up on my account and said CONGRATS YOUR LOAN HAS BEEN PAID IN FULL. No numbers or statements were available for me to review. I called Me Cooper and they told me on at least 5 different occasions that the balance was XXXX. No money was owed to either party. Two supervisors even stated this to be the fact. I let them know this was impossible. After all there was a couple thousand dollars in my escrow account at the time of my final payment. I thought about calling an attorney but thought better to allow this company to rectify the matter. Again upon calling i was told i owed nothing nor would i be refunded any dollars. I told them that's impossible. I randomly picked a dollar amount and made that last payment and it worked out exactly to XXXX. Sounds a bit fishy to me. I received a letter date XX/XX/XXXX from MR Cooper. It contained my loan number, full name and property address. It also contained a Customer Service number to call. I called it and made reference to the statement in the letter that Payments and interests were not properly applied to my balance and that I would be receiving a check under separate mailing for the difference. No amount was given nor was there a date or timeline. In fact the representative told me he saw no record of any such letter. The hits just keep on coming!! This seems ridiculous to me. I paid my loan off in the end of XXXX of XXXX and I am still dealing with this inept company. They should be fined and reviewed for other errors. I am sorry to complain but I need your help
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05/23/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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On XX/XX/XXXX, XXXX XXXX offered me a 12-month repayment plan through my servicer, Seterus, so that I could get current on my payments.
I made the XX/XX/XXXX and XX/XX/XXXX payments as scheduled but then, at the end of XX/XX/XXXX, I learned that my mortgage was being transferred to a new servicer, Mr Cooper.
As early as XX/XX/XXXX, I had submitted inquiries to Seterus regarding what I saw as an inaccuracy in the calculated monthly payments which bundled XX/XX/XXXX as a 'delinquent ' amount into the repayment amount spread out of 12 months on top of the base mortgage.
The problem, as I saw it, is that XX/XX/XXXX was not delinquent when this was calculated in XX/XX/XXXX.
When Mr Cooper took over my mortgage servicing in XX/XX/XXXX, I reached out to them at the beginning of the month for instruction on how to keep paying my monthly repayment plan. They told me I would have to wait until early XX/XX/XXXX to receive instruction. So, for XX/XX/XXXX I was unable to make a payment.
Then, in XX/XX/XXXX, I was able to set up an online account and make the next payment.
On XX/XX/XXXX, I sent an email to Mr Cooper 's research department stating that I wished to pursue the issue of the inaccuracy on my repayment amount. To date, they have not responded to this request.
This week, I received a letter from them ( dated XX/XX/XXXX ) stating that I had not made any payments towards my repayment plan so they were replacing this offer with their own trial modification offer. This letter is completely inaccurate. Since XX/XX/XXXX, I have made 3 payments towards my plan. The only reason I didn't make a payment in XX/XX/XXXX is because Mr Cooper advised me to wait while they processed my files.
When I attempted to make a payment this month, I found that they had replaced my 12 month repayment amount with their own trial modification amount.
I do not wish to take their trial modification. I wish to continue with my 12 month repayment plan and have made best efforts to do so since my loan was transferred to Mr Cooper.
I have written them an extensive letter which I will upload, along with this complaint, that contains a detailed timeline of my communications both with Seterus and Mr Cooper.
The desired outcomes of this complaint are # 1 -to have Mr Cooper correct its information regarding how much I have already paid toward my repayment plan # 2 - to look into my concern that the monthly repayment amount, because of the way it was implemented by Seterus , is actually too high and # 3- to let me continue making payments on the 12 month repayment plan worked out with XXXX XXXX last XX/XX/XXXX.
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07/08/2021 |
Yes |
- Mortgage
- Other type of mortgage
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- Struggling to pay mortgage
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Web |
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Dear Consumer Financial Protection Bureau, Currently, I am delinquent in my mortgage loan of my owner occupied and primary residence located in XXXX XXXX, FL. The mortgage loan is being serviced by Mr. Cooper aka Nation Star Mortgage, which is the servicing mortgage loan company of trustee XXXXXXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX.
I requested loan modification back in XX/XX/XXXX from Mr. Cooper aka Nation Star Mortgage. I requested loan modification to avoid foreclosure and because I lost my employment due to COVID-19. They sent me a letter denying my loan modification request on XX/XX/XXXX. They are only giving me the options of a short sale, deed In Lieu and reinstatement of mortgage loan with a single-lump sum payment to bring mortgage current by paying all past due amounts, which is a large amount exceeding my capacity to pay. I have asked Mr. Cooper to negotiate the single-lump sum payment amount and reduce it to one quarter or half of the single-lump sum payment amount being requested. In fact, I have even proposed to reinstate the mortgage loan by making several trial payments or payment arrangements in smaller amounts so that it makes it easier for me and I can keep my home, but Mr. Cooper does not even want to negotiate. At this point, Mr. Cooper does not want to accept any affordable payment arrangements or offers to reinstate my mortgage loan. They are simply making it as a high single-lump sum payment and not even consider approving my mortgage loan modification request.
I appealed again loan modification to Mr. Cooper on XX/XX/XXXX, asking for negotiation of single-lump sum amount requested, and they sent me letter advising me that they will consider evaluating my mortgage loan modification request, but to be on the look out for foreclosure notices coming soon. They have not even attempted to request any financial information from me. My income is stronger in XXXX compared to XXXX income reported to IRS. I believe that Mr. Cooper is not making an effort to evaluate my appeal of a new mortgage loan modification, and they are just simply moving forward with foreclosure proceedings after XX/XX/XXXX when the mortgage/rent moratorium ends.
I am asking for your intervention in the mortgage loan modification and negotiation of single-lump sum payment being denied by Mr. Cooper and its trustee XXXXXXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX ). Please help me keep my home so it does not escalate to foreclosure proceedings. I am willing to make affordable payment arrangements and start paying my monthly mortgage loan payments approved by a loan modification.
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01/14/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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This is multi-layered problem beginning in XXXX of 2020 when I was attempting to refinance my mortgage with the same company that held my mortgage ( Nationstar/Mr. Cooper ). First, the person I was working with was not giving me accurate information and subsequently was removed from the process and I had to start over with a new person. Ultimately, the refinance did occur in XXXX, 2020 and I was satisfied with the new terms of my mortgage. However, within two months, I noticed some irregularities with my account and reconciliations. This started with notification that my escrow was short and that I needed to increase my monthly payment to account for the shortage or pay the shortage and keep my payment the same. I reached out to Mr. Cooper and started working with XXXX XXXX. XXXX looked at the account and saw two issues. First, Mr. Cooper charged me an additional " rate lock '' fee, which she paid back to me. She also noted that Mr. Cooper paid my property taxes twice, causing the apparent escrow shortfall. XXXX addressed the issue and credited by escrow with some funds and my monthly payment remained the same.
However, I received a letter from Mr. Cooper, dated XX/XX/2020 stating that my escrow account was short and that I would need to pay more to make it whole. I also noted that when I check my account history on line after my XXXX payment there were quite a few additional entries. Bottom line for me was that my " remaining balance '' amount after my XXXX payment and my " remaining balance '' after my XXXX payment were exactly the same, meaning none of my payment went towards paying down the principal. I also found it frustrating that my escrow account could be short of funds less than two or three months in to the mortgage. If that was true, wouldn't that reflect on Mr. Cooper 's inability to properly calculate my escrow? However, when I compared to the amount I was paying for escrow to that amount with the refinance, the numbers were very similar as I expected.
I was advised to reach out to you as this have been a series of mistakes and miscalculations ever since last XXXX. While XXXX has been very responsive, the others involved have caused me a great deal of anxiety that I should not have to experience to get proper servicing of my mortgage, particularly from the same company that was servicing my mortgage before, I am not new to them, nor are they new to me. I sent them a picture of the letter I referenced and a screen shot from my computer of the " history '' showing no credit for my XXXX payment. I can send the same to you if you want to see them.
XXXX XXXX
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08/30/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Payment process
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Web |
Older American |
Please review complaint # XXXX. Nationstar/Mr. Cooper responded to this complaint with documents emailed to me and your office. Their XXXX letter states a request to remove negative reports for XXXX through XXXX XXXX was submitted XXXX, inferring they contacted 4 credit bureaus by including bureau contact info. A 2nd letter XXXXXXXX disclosed that their processing error triggered the autopay draft to be rejected, causing the missed XXXX pymt.
In follow-up calls to the credit bureaus, I discovered Nationstar misrepresented sending letters of correction on XXXX. I can not believe, after all the disputes and complaints I filed, they represented it had been taken care of, then had the audacity to report the delinquency as accurate or not send the correction notice to 3 of the 4 bureaus!
1 : XXXX : XXXX XXXX stated theyve had NO contact from Nationstar since the original over-30-day delinquent report for XXXX ( shouldve been XXXX ) ; I filed a dispute by phone. I had not previously filed a dispute with XXXX, as I did not know of this bureau until I got Nationstars letter.
2 : XXXX : XXXX did not receive a letter correcting XXXX, XXXX, or XXXX XXXX negative reports. Supervisor XXXX confirmed they received a digital notice XX/XX/XXXX verifying there was no pymt history for XXXX and it was over 30 days late. Previously they received an over-30-day delinquency report XX/XX/XXXX for the XXXX pymt, and the account was reported closed on XXXX XXXX. There were no other notices between XXXX and XXXX. I filed an additional dispute by phone against the new & old delinquency reports and will mail copies of Nationstars letters per XXXX request.
3 : XXXX : XXXX XXXX advised the dispute was completed XXXX ; only XXXX had been reported delinquent, which was removed. They will send a letter XX/XX/XXXX when the update posts to my acct, after which I can obtain a new credit report.
4 : XXXX : XXXX XXXX stated there was a recent report from Nationstar, unknown date ( stated the report date/content are not available to reps ). Currently it shows the XXXX pymt as >30 days late, no others. Previously it showed XXXX, then XXXX, later XXXX, as two 30-day-late payments. XXXX and XXXX have been removed, but not XXXX ; the request to remove negative reports is incomplete.
Please investigate why Nationstar misrepresented sending letters of correction! After 5 months arguing over their processing error, they are still punitively misreporting!!!
I am forwarding copies of the two letters from Nationstar to all 4 credit bureaus, since Nationstar is too inept to handle their responsibilities.
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11/08/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My initial loan was secured through XXXX. On XX/XX/XXXX I received a notice of servicing transfer to Mr. Cooper indicating that any payments after XX/XX/XXXX, should be paid to Mr. Cooper. On XX/XX/XXXX, I submitted payment in the full amount to Mr. Cooper. On XX/XX/XXXX, I received a notice of escrow shortage indicating that my payment would increase starting XX/XX/XXXX. My mortgage is paid directly by ETF from my primary checking account. I changed the amount to the new amount shown in the escrow shortage notice. For reasons unknown, the amount paid for my XX/XX/XXXX payment did not include the {$190.00} increase for the adjusted escrow. However, since XX/XX/XXXX, every single payment made has been the full amount of our mortgage. However, Mr. Cooper failed to post these payment and instead instituted a partial payment suspense account with no notice whatsoever other than the subsequent invoice. Mr. Cooper has failed to provide any notice of any shortfall, delinquency or default and instead has simply sat idlily by charging late fees and damaging our credit. We have never received an email, letter, text or phone call that Mr. Cooper believed our account was short or left unpaid. Only until notice from the Credit Reporting Bureaus did we realize what had happened. In researching this, it is cleat the Mr. Cooper is a company that preys on its customers as opposed to providing any kind of " service ''. I have never missed a mortgage payment in 25 years and now due to a mix-up on an escrow shortage this company has purposefully and deceitfully used an {$190.00} escrow shortfall ( which quite clearly has been paid every month after XX/XX/XXXX showing a clear misunderstanding ) to not only damage our credit but generate {$990.00} is undisclosed, undocumented " late fees '' while showing that our mortgage in not in default. As stated, I never received any notice whatsoever of the escrow gap that quite clearly was an honest mistake. This company is no stranger to the CFPB and has been paying fines quite literally every year in the past decade for similar behavior not to mention a handful of civil class action settlements. I'm curoius how much is enough for the regulators to allow before they actually regulate Mr. Cooper out of existence. Clearly fines and class action settlements have not changed their ways and it is incomprehensible that after the Great Recession in XXXX and thereafter ( when this agency was created ) I am left with having to file a civil lawsuit against a company that so clearly is deceiving its " customers '' purposefully to reap improper " profits ''.
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04/11/2019 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
FELONY THEFT ... 4TH OFFENSE ... NATIONSTAR DBA MR COOPER ....
Let the record show that Nationstar once again collected 3 house payments ( XXXX, XXXX, XX/XX/2019 were paid ... evidence attached ) but stole the XX/XX/2019 payment to once again pay for fees it illegally added 3 years ago in defiance of an agreement they put in writing in a CFPB filing .... A reminder ... Nationstar identified loan origination fraud perpetrated by XXXX XXXX XXXX XXXX XXXX. On the phone and via email, Nationstar pretended to comply with loan cancellation ... they asked for the full 90 days from the CFPB ... and they foreclosed behind the consumer 's back even though the CFPB was copied the whole time via the Whistelblower email. It was not even close to compliance but Nationstar put in a CFPB filing that they agreed to honor the lower payment that was given to the defrauded consumer for the three months Nationstar stalled ... and the loan would be current ... We paid the full amount ... But Nationstar is a crime wave so they had to get the money back and try to steal the home ... that is their business plan ... to feed XXXX XXXX their auction service ) while processing fraudulent closings, including properties they never owned, documented from Title 365 via email ... hard evidence of selling homes they don't legally own using shady portfolio transfers through Title 365, the Title Co they also own, Nationstar then added almost {$2000.00} in illegal fees in this case, add that to the {$4000.00} in stolen payments ... and we cross the {$5000.00} threshold for FBI intervention. Nationstar needs to be fined. Their CEO and their employees need to be Federally prosecuted. The average consumer simply loses the home and they auction it off. Nationstar/Mr Cooper should not be allowed to touch any Federal loans. I have copies of illegal and fraudulent demand letters as recent as 2019, and this is the 4th time they have stolen a house payment ... the three previous payments were reversed only after complaints to the CFPB. I have repeatedly documented the criminal acts and consumer fraud ... and this is all part of the big money winner ... Defrauding the U.S. Government, PMI and FHA .... The CFPB needs to take every complaint against Mr Cooper seriously .... they are a crime wave that needs to be eliminated .... the people are being robbed. They have no police force to call ... They need you to fine them heavily to send a message ... " Don't lie to the CFPB or consumers '' ... right now they freely lie and deceive both. I have evidence. You have evidence ... spoon fed right to you ... HAPPY HUNTING
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10/17/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Payment process
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Web |
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My loan was purchased by Mr. Cooper from XXXX XXXX in XXXX of this year. Little information was relayed to me about this transition, but I did get my account set up and autopayments were made in XXXX and XXXX on my account. Sometime in XXXX, they added a message in my account about autopay being turned off if I did not confirm it ( again? ) - this was not in a message center, but instead buried under statements -> miscellaneous documents. As a result, I did not make a payment in XXXX or XXXX. When I discovered the issue I talked to them and made a single payment, but their system would not allow me to set up autopay for " XXXX hours '' - I logged back into the system to set it up and that option was not available for several days. After setting up auto-pay I saw that my monthly mortgage amount had changed. This took another call to Mr. Cooper to find an obscure separate area for communication ( Again NOT located in the message center ) to find an " escrow analysis '' that had lowered my payment. I am in statistics and could tell that the analysis was incorrect and had me severely underpaying. Sure enough, I also discovered, through another obscure area of the site that they had inappropriately issued a check for overage to my escrow account that did not factually exist. This prompted them to need to apply this to my account which means I have to, yet again, turn off auto-pay and remember to come back in XXXX months to pay the difference in my XXXX payment and then AGAIN later in the month to reinstate autopay. I also found that they had discovered their issue with the escrow account analysis and although my payment had been $ XXXX up until XX/XX/2023, dropped to {$980.00} for XX/XX/2023 on, another escrow analysis has it increased to almost {$1400.00} in XX/XX/2023. This company has made it almost impossible to just simply pay my mortgage - canceling auto-pay, sending messages in obscure areas of their site ( with no link to the centralized message area ), and putting changes/policies in place that mean I have to constantly log in to manipulate options for payment. I have never been late on a mortgage payment in my life until Mr. Cooper and am facing additional months of constant manual and active requirement to jump through their hoops to simply pay it. A monthly payment swing of almost $ XXXX based on their poor planning is also not reasonable for a customer, especially with little to no communication. With loan % rates, it's not reasonable for me to refinance at this time, but it's completely unacceptable that Mr. Cooper can continue to operate this way legally.
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09/22/2022 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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I filed a complaint a couple weeks ago. The number is XXXX. I would like to connect this with that one if possible. A couple days after I filed other complaint with you guys I spoke to a person at Right Path Servicing. I felt that he was trying to strong arm me. Ive talked to him a couple times before the last several months. He said he was assigned to my case several times. Yet he never knew anything about it and had to put me on hold and look at the notes everytime. The last time I talked to him our conversation escalated. The phone signal failed. Not sure why. I didnt hang up the phone on my end. The very next day someone called me telling me that my modification was no longer in underwriting and that it was denied. Thats very strange to me that the day after we talked that my modification was denied. It was approved months ago after I sent them the notarized papers 4 different times because of errors on their end. My only option was to accept the cancellation of modification and apply for a new one. Thats very strange to me. The guy that set up for me from the same company told me that he even thought it was weird that they closed my modification because everything was approved and it was notarized through the counties. Today earlier XXXX. The same guy that I feel hung up on me and had my account closed called me today. I told him I had nothing to say to him at all. I immediately called back and spoke to another person and told her what was going on. She too said she cant understand why they would close modification when everything was approved and notarized. I asked her to set up a call back with a supervisor. She told me that someone would call me back Im within 24-48 hours. As I stated before. Before covid I made all my payments always on time never late. Covid impacted me and cause me to lose my job and fall behind on eveything. Ive finally bounced back and can make mortgage payments again. Then sending me papers 4 different times to get notarized while I paid for them, switching companies from community loan to right path in the middle of all that. And showing my modification and under review for 4-5 months has really just rubbed me the wrong way. Plus my supposed approved modification being denied out of the blue is very strange to me. Like I said to them. I just want to get back to making my payments again normally and on time. They called me everyday for 5 months. I dont want them to call me and I dont want to call them. Thanks for looking. I put the case number for other file on top of this one. Im hoping that you guys can connect the two. Thanks again
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11/15/2021 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
Received forbearance on mortgage payments due to XXXX. Nationstar, mortgage servicer for XXXX, offered loan modification at end of forbearance I complete all 3 trial payments. Nationstar sent me loan modification documents to sign and return.
However, the modification attempts to capitalize {$3200.00} for monies Nationstar did NOT pay on my behalf during the forbearance period. After speaking with Nationstar reps, XX/XX/XXXX XXXX, ( XXXX ( no longer with company ) and XXXX ), the first one told me this was for money Nationstar " anticipates paying on behalf in the future for taxes and insurance, and that although it'll be capitalized into principal balance now, Nationstar will still collect this amount a second time through increased escrow payments ( essentially I would pay twice, once through having this money added to loan balance and then again through increased escrow payments ). The second time I spoke with Nationstar, XX/XX/XXXX, XXXX, the rep agreed with me that the only money Nationstar paid out on my behalf during the forebearance was {$190.00} ( this agrees with my records ) and the rep could not explain the additional {$3200.00} being added to the loan balance as a condition for modification. Rep said she would call me back that day. She never did. When I called Nationstar again, I was put in touch with Nationstar 's Executive Resolution Office, XXXX XXXX ( XXXX ) who informed me would get to the bottom of this attempt to capitalize imaginary money. She told to NOT sign the modification and also to NOT make any additional payments until the loan modification anomaly or question was resolved. I have not heard back from XXXX though I have left messages 3 times since XX/XX/XXXX.
This period of not knowing the status of my loan modification, what Nationstar 's intentions are and whether or not I should proceed with trying to sell the home in order to pay off the mortgage is causing me distress.
Nationstar 's summary of their terms for the modification states "... unpaid interest, real estate taxes, insurance premiums, and certain assessments paid on your behalf to a third party, will be added to your mortgage loan balance. '' Since Nationstar services millions of mortgages, many on behalf of XXXX for XXXX such as myself, and many people are receiving loan modification offers, it makes one wonder if Nationstar 's attempt to capitalize ineligible money is just a one time mistake in my case, or is there a system in place where Nationstar routinely adds ineligible fees or payments never made on behalf of borrows to the loan balance.
signed //in limbo//
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01/28/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I opened my mortgage account in XX/XX/2021. Since I have to pay the school tax in XXXX, the mortgage company, XXXX, requested me to pay it by myself only for the XX/XX/2021. Since then they moved my loan to another company called, Mr. Cooper.
In XXXX, my lawyer sent a check to the school tax collector and it proceeded. Then, Mr. Cooper sent it again ( double payment ). According to the tax collector ( below is detailed information of the tax collector ), the check has been sent back on XX/XX/2021.
XXXX XXXX XXXX XXXX 2021 Make Checks Payable to XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX NY XXXX XXXX XXXX XXXX, Receiver OR XXXX School Tax Department Due to the problem, I closed my escrow account. Since then, I tried to communicate with them but was not successful. When I email them, I occasionally receive their replies saying that it's not their department and sent me a new phone number OR sometimes, no responses OR sometimes, they just sent me a letter that it will take time. Only valid response I got was on XX/XX/XXXX saying that " We have completed a review of your escrow account. We contacted XXXX and due to double payment there is refund available {$7700.00} and will be deposit back to escrow account. We apologize for any inconvenience this may have caused to you. '' However, even since then, I've never received their message so I have to send multiple emails again.
In XXXX, I was worried if it happens again because I had to pay another tax in XXXX. So, I contacted them multiple times again but never received any valid response.
Eventually, I called twice today and yesterday, and they said they will send the information to their tax department.
I don't know whether it will be eventually solved, but it's already 5 months and I'm still paying for the escrow account that I closed. After I close my escrow account, it only shows that I owe them the tax amount. They said they didn't receive a refund from the tax collector. At this point, I don't know where the check is. So, I have to pay for them every month since then.
It's very frustrating since talking with their representative takes a lot of time due to their automatic system. And everyone including those who email me back or the representatives I have talked to were saying the same thing, they're not the ones who can solve the issue. What I understand is that their TAX DEPARTMENT is working on that, but I wasn't able to talk to them directly.
Hope filing this complaint will eventually solve the issue and I can get my remaining amount in the escrow account rather than paying for never-used debt.
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01/21/2023 |
Yes |
- Mortgage
- Reverse mortgage
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Web |
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Dear XXXX, I have received your letter.
Unfortunately, the Champion Mortgage statement does not reflect reality.
So for my mother, XXXX XXXX, as of XX/XX/XXXX, her reverse mortgage debt with interest was {$230.00} On XX/XX/XXXX, for the XXXX reverse mortgage loan, XXXX XXXX signed a deed for a reverse mortgage of {$77000.00} with XXXX XXXX XXXX.
This brings XXXX XXXX 's reverse mortgage debt to {$310.00}, plus interest, plus insurance, for a total of {$350.00} The document ONLY SIGNED by my mother at XXXX XXXX on XX/XX/XXXX clearly states that she can take out XXXX of the {$77000.00} reverse mortgage loan in the first year, XXXX, and the second portion in XXXX.
My mother suffered a XXXX XXXX on XX/XX/XXXX, was incapacitated, and neither my mother nor anyone else used the {$77000.00} reverse mortgage. The $ XXXX was not deposited into my mother 's account at XXXX XXXX XXXX XXXX was unable to verify that the {$77000.00} reverse mortgage loan was transferred to my mother 's account.
The Consumer Protection Department provided a relevant response that the {$77000.00} was transferred to Champion Mortgage to settle the reverse mortgage loan. I assume to pay off the {$230.00}!
To summarize, Champion Mortgage, XXXX and Everyone listed my mother yone listed my mother as having taken out a reverse mortgage loan for {$77000.00} on XX/XX/XXXX, but that is not the reality.The reality is that my mother ONLY signed the document for the {$77000.00} reverse mortgage loan on XX/XX/XXXX, but my mother did not receive any money!!!
I would like to get proof from Champion Mortgage that my mother, XXXX XXXX did in fact take out the {$77000.00} reverse mortgage and was entitled to the {$350000.00} debt!!! that my mother 's guardian paid to XXXX.
Further, I am requesting proof ( bank transfer receipt from Champion Mortgage ) showing that Champion Mortgage received the {$77000.00} reverse mortgage loan!!!
Champion Mortgage should send me a certificate that my mother received the {$77000.00} reverse mortgage! Evidence!!!
It was not in my mother 's account at XXXX XXXX.
XXXX was unable to provide proof of the transfer.
On XX/XX/XXXX, my mother ONLY SIGNED the document but did not receive any money.
The amount of {$77000.00} was transferred to Champion Mortgage!!!
I quote below from the email of XXXX XX/XX/XXXX : XXXX XXXX XXXX Washington State Department of Financial XXXX XXXX XXXX XXXX XXXX, XXXX XXXX " These funds were not sent to his mother 's bank account, but were used to pay off a mortgage loan with Champion Mortgage. '' Thank you.
Best regards, XXXX XXXX
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10/08/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Payment process
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Web |
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In XX/XX/2023 I was called by Mr cooper loan 's in regards to my loan payment status. I normally pay it on the XXXX of every month since I don't get paid on the first of the month and it can be somewhere within the first week or so when I do get paid. I do not have direct deposit so when I get paid it takes a day or two for the funds to become available. During this call they said it was their new policy to call you if you don't pay it by the XXXX of the month. I have a grace period until the XXXX and after the XXXX I get a late fee. I feel as this is standard. I asked if there was any way I didn't have to be called and told the story and I was told no, there was nothing I could do. I have never made a payment after the XXXX and never missed a payment in over a year and a half. During the first call I was asked if I was planning on buying another home or moving because I had " perfect payment history ''. This month I was called again. On XX/XX/2023 I missed the call that they sent and they left an automated voicemail asking if I was who has the loan and to press 1 for yes and 2 for no. The next day ( XX/XX/2023 ) i got another call that also went to voicemail because I was busy with my wedding that day. It was the XXXX so I knew I was paying it that day. I paid the monthly payment and then called back the number that was listed on the voicemail. Upon calling the number and entering the verification number that was in the voicemail I was notified that I was delinquent on my payment and that I had XXXX hours to clear it up. It then asked if I had paid it already or not. Next automated statement asked how much I paid. The whole time the system said in the call and in the voicemail that it was Mr. Cooper and that they are a debt collection company. It came up on my phone as Mr. Cooper loans. I think it is very predatory to do this when you have a grace period and tell whoever that they need to pay or else. This is not right especially since my loan was bought out from my other lender. I didn't go searching for this company and I didn't have a say in if my loan was sold or not. Based off the reviews online this is not the first time the loan holders have been taken advantage of by Mr. Cooper/ Nationstar. I shouldn't feel like I'm a criminal and a terrible loan holder for using the grace period that every other loan company gives. I am thinking about getting lawyers involved due to the predatory tactics and harrassment. I feel as if I am stuck with where the interest rates are now. I have a mid two percent interest rate and I could not get that anywhere else
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01/21/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Older American |
LOAN MODIFICATION AND QUALIFIED WRITTEN REQUESTS RE : LOAN NO : [ LOAN NUMBER, ADDRESS, ETC., REMOVED AS THIS SITE INSTRUCTED NOT TO INCLUDE AT THIS STAGE OF COMPLAINT PROCESS ] RE : XX/XX/XXXX FRAUDULENTLY ORIGINATED COUNTRYWIDE LOANS IDENTIFIED IN XXXX FEDERAL AND STATE CONSENT ORDERS/STIPULATE JUDGEMENTS. LOAN ACQUIRED BY NATIONSTAR COOPER IN XXXX BUT DOZENS AND DOZENS OF REQUESTS FOR RELIEF AND/OR THE COMPLETION OF STILL EXISTING MODIFICATION APPROVALS NEVER COMPLETED/IMPLEMENTED. NO PERMANENT MODIFICATION RELIEF OF ANY KIND PROVIDED TO DATE.
[ NAME ADDRESS PHONE NUMBERS REMOVED PER THIS SITE INSTRUCTION AT THIS STAGE OF COMPLAINT ] SEE ATTACHED COMPLETE UPDATED DOCUMENTATION ATTACHED AGAIN TWENTIETH+ TIME SINCE XXXX OF XXXX ALONE WITH MANY, MANY DOZENS PRIOR TO THAT FROM XXXX THROUGH XXXX OF LAST YEARS.
ALL REQUESTS FOR RELIEF RELIEF HAVE NEVER RESULTED IN ANY MODIFICATION RELIEF OF ANY KIND INCLUDING AS SPECIFIED IN XXXX FEDERAL CONSENT ORDERS/STIPULATED JUDGEMENTS, TWO PRE-EXISTING MODIFICATION APPROVALS BOTH INCOMPLETE BY NATIONSTAR/COOPER INCLUDING XXXX XXXX XXXX XXXX PRE-EXISTING NATIONAL MORTGAGE SETTLEMENT " XXXX '' APPROVAL BY NATIONSTAR 'S PREDECESSOR XXXX THAT WAS SIMPLY AWAITING IMPLEMENTATION OF XXXX COMPLIANCE TO THE APPROVAL ( ONE OF TWO THAT NMS APPROVALS BY XXXX ) BUT NATIONSTAR/COOPER HAVE FAILED AND/OR REFUSED TO EVER COMPLETE IT BY SIMPLY IMPLEMENTING NMS COMPLIANCE THAT WAS PENDING.
XXXX. XXXX NATIONSTAR MODIFICATION APPROVAL FOR WHICH NATIONSTAR REQUIRED CONSIDERATION/EARNEST MONEY DEPOSIT THAT WAS PAID BY ME AND CASHED BY NATIONSTAR BUT THE MODIFICATION APPROVAL WAS NEVER IMPLEMENTED XXXX. ENDLESS REQUESTS FOR ANY COMPLIANT MODIFICATION REVIEWS AND IMPLEMENTATION THE RESULTS MOST FAVORABLE TO ME/PROVIDING THE MAXIMUM RELIEF INCLUDING BUT NOT LIMITED TO LOAN EXTINGUISHMENT/FORGIVENESS/EXONERATION RECONVEYANCE XXXX. PANDEMIC LOAN MODIFICATION RELIEF, ETC.
SEE ATTACHED COMPLETE DOCUMENTATION I AGAIN SUBMIT FOR MODIFICATION OF THE XXXX FRAUDULENTLY ORIGINATED XXXX LOANS AT ISSUE INCLUDED IN XXXX FEDERAL CONSENT ORDERS/JUDGEMENTS REQUIRING MODIFICATION RELIEF.
I HAVE PROVIDED BOTH AN XXXX LINK BELOW AND AS A DIRECT ATTACHMENT TO THIS EMAIL CONTAINING THE COMPLETE DOCUMENTATION FOR MODIFICATION AGAIN REQUESTED ELECTRONIC SIGNATURE [ REMOVED PER THIS SITE INSTRUCTION NOT TO INCLUDE AS THIS STAGE OF COMPLAINT PROCESS ] XX/XX/XXXX NOTE : I PROVIDED EXTENSIVE/COMPLETE DOCUMENTATION AGAIN AS PART OF THE ABOVE EMAIL TO COOPER AND ITS COUNSELS TODAY BUT DID NOT INCLUDE THE LINK HERE AS YOUR SITE INSTRUCTS NOT TO AT THIS STAGE.
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04/12/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
Please refer to all attached documents for details. A letter was received by me from XXXX XXXX informing me my loan with Mr. Cooper was sold to them. A second letter from Mr.Cooper dba Nationstar Mortgage has notified me that they have transferred the servicing of my mortgage loan to XXXX XXXX. I feel this is discriminatory against consumers with low mortgage balances because when I called a representative at Mr.Cooper and requested that my loan not be transferred to another servicer, I was told unless I refinanced my loan they would not honor my request. Requiring me to refinance my loan as a condition of keeping Mr. Cooper as my servicer is I feel illegal and prejudiced based on my status as a senior and retired. This practice on the part of Mr. Cooper is not doable or practical given my age and situation. My remaining mortgage balance is {$18000.00} as of XX/XX/XXXX and will be paid off in less than 2 years.
I have always been current on my mortgage loan with Mr. Cooper and my goal is to pay off the loan in about one year as I plan to add additional funds to the principal remaining balance of {$18000.00}. I am requesting that Mr. Cooper reconsider and cancel any transfer to XXXX XXXX for my mortgage loan because this is biased and unfair. Putting me into a position of unnecessary and undue stress with XXXX XXXX is placing me with a company who has numerous complaints with a poor track record on many issues from countless consumers on the internet. Due to runarounds and servicing incompetency of XXXX, they have pushed many consumers to foreclosure causing what others have written as a living nightmare. Numerous violations as well as lawsuits including citing by CFPB and the XXXX XXXX XXXX are documented on the internet.
My payment for XXXX is now due and I intend to send that payment to Mr. Cooper as I have done in the past. If Mr. Cooper cancels my payment as stated in their letter to me, I should not incur any late fees as this was not my choice. Mr. Cooper states to just send payment to a PO Box with no coupon or letter or anything. Again if CFPB researches others who have complained about XXXX, it indicates lost payments, fees of all kinds, total disorganization, non resolution of numerous issues, etc is typical when loans are transferred. No correspondence has been received from XXXX to date which is further evidence of their lack of competent consumer servicing. I do not wish to be part of their nightmare business and since I have so little time left to pay off my loan, I am requesting Mr. Cooper to continue servicing my loan. Thank you.
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02/23/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I believe that Mr. Cooper ( and its parent Nationstar Mortgage LLC ) are participating in what seems like predatory behavior with the mortgage they hold for me because no other explanation makes sense.
( All figures in USD ).
XX/XX/XXXX : my escrow balance was approximately XXXX.
XX/XX/XXXX : Mr Cooper conducted a yearly escrow assessment where they anticipated my home insurance to be XXXX and property taxes to be XXXX for XXXX, totaling approximately XXXX. This was relayed to me by a customer service rep.
XX/XX/XXXX : After this assessment, Mr. Cooper concluded that there was a SURPLUS in my escrow account and issued me a check in the amount of XXXX.
In the correspondence included with the check, they also made a note that they anticipated my escrow payment to decrease starting XX/XX/XXXX. I will attach.
Up to this point, my monthly mortgage payment was XXXX ( comprised of XXXX principal & XXXX escrow ).
In the same correspondence of the surplus check, I received a notification for the XX/XX/XXXX mortgage payment. Mr. Cooper raised my monthly mortgage payment to XXXX ( monthly ins and taxes now XXXX instead of XXXX ). After speaking with customer service ( who didn't succeed at reassuring me this sequence of events made sense ), I was told that my home insurance was higher than expected so they had to increase my mortgage to cover this. They knew this WHEN they were issuing the surplus check to me ( see attachment ). Additionally, I was told by customer service that I couldnt just add money back to my escrow to cover any insurance hikes. So they allegedly assessed before they could properly estimate then did not give me an alternative option to make up any differences that may arise.
I also submitted written inquiries to their website for which I received a stock message of they'll get back to me within a certain time frame in written form. The only letters I received was an acknowledgement of me submitting a request and an anticipated response time but no actual resolution. They also made sure to state that they were only a servicer and Nationstar owned my mortgage as if they were not all a part of the same company.
To recap, I had an escrow surplus and they issued me a check only to raise my monthly mortgage payment anyway because I wouldnt have enough in escrow to cover insurance and taxes for XXXX. If they were acting in goodwill, why is the escrow assessment performed BEFORE theyve paid out/received the totals required for the calendar year? It smacks of plausible deniability while engaging in predatory behavior in my opinion.
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12/16/2020 |
Yes |
- Mortgage
- Other type of mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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Applied for a HAMP loan modification with Nationstar in XXXX of XXXX. After one year of resending documents was approved in XXXX of XXXX. Was not notified by mail, found out by following up almost lost my opportunity due to limited time frame for acceptance. We were not approved for the HAMP XXXX XXXX which we were qualified for ( in mortgage business for 30 years, I knew how to calculate qualification ), was approved for XXXX XXXX which made a modification payment much higher than should have been, also took away qualification for a better modification on second mortgage with XXXX XXXX XXXX.
I had asked for an escalation with agency that monitored modifications, they could not help as the problem with my qualifying had to do with escrows being adjusted the day before modification and underwriter from XXXX included escrows ( past due 60 days ) in monthly payment. I had called customer service and was informed my modification was sourced out to XXXX as with others.
I then filed a complaint to Consumer Financial Protection bureau twice, no response.
I had not been notified that such a suite was pending, if I would have know, I could have submitted proof via documents saved. I did not file a lawsuit as I did not know if an Attorney would accept on contingency, since this was so unusual and unprecedented.
Now I believe I may not be able to as Statute of Limitations may have passed.
Since modification, my mortgage note did not disclose borrower incentives that I would receive. It has now been 5 years and I still can't get an answer or anything in writing describing incentives, reading guidelines I think after 5 years of payments, I should receive my XXXX towards principal in the XXXX year, but I'm not sure.
Recently I am having an issue with escrow collection, I paid XXXX in escrow last year when my taxes were only XXXX. This years escrow analysis has me short XXXX each month, with no accounting for extra tax escrow payment I made.
So, I know that restitution is required by Nationstar in fines and to affected borrowers as of this months Court case in the District of Columbia. Since I filed complaints am I eligible for restitution or a proper modification? I have all correspondence, several boxes. Including proof of complaints to CFP.
Second, I need help getting answers to borrower incentives that I may becoming entitled to.
Third, I have sent XXXX, who is now apparently doing Nationstar ( Mr. Coopers ) escrow analysis all documents. I have little faith that this issue will be resolved in a timely matter or at all.
Please Advise.
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10/02/2019 |
Yes |
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- Trouble during payment process
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Web |
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My name isXXXX. I purchased my house is XX/XX/XXXX. Due to financial stress, since my wife does not work, my loan officer suggested I apply for a loan modification. We started the process in XX/XX/XXXX, and after what seems like eternity I was finally approved in XX/XX/XXXX. ( I attached a letter of approval from MrCooper the Mortgage Company ). My payment dropped to {$1700.00} and I had to complete a trial payment for 3 months. I made all 3 payments in the time allowed based on the approval letter. I did not miss nor was I late on the payments. But on the last payment I had Initially scheduled that payment online for XX/XX/XXXX. But due to my pay being a little short that week, I called MrCooper customer service on XX/XX/XXXX and ask to reschedule the payment for the XXXX of XXXX which is still within the time frame of the due date. But apparently the agent I spoke to has changed they payment categories causing my third payment to show on their record as unspecified payment instead of the normal monthly payment. My loan officer and I have been calling MrCooper customer service for over a month now to have this error correct and issue the final agreement for the loan modification, but we have seemed to hit a wall. We keep getting different answers every time. Initially they stated that they did not receive the signed initial approval letter. So, my loan officer resent it to them. We waited a week, still no movement we called back, now the agent at first said they didnt receive the 3rd payment after we insisted, she went back and looked and advised they did in fact received the signed letter and all 3 payment. She advised she will send a request to have the proper department issue the final loan modification letter. We waited another week and only thing I received in the mail is a letter of Foreclosure Pre-Sale. We called ( my loan officer and I ) called MrCooper back and the agent once again stated that she is sending a request to update the record for the 3rd payment and have the proper department send the final loan modification and she stated it will take another 10 days. Meanwhile MrCooper lawyer still proceed with the Foreclosure process and after 10 days of waiting for the final loan modification, the only letter I received is another letter of Foreclosure Pre-Sale.
I do not want to lose my house ; please can you help me get this straighten out with MrCooper. I feel like they honestly dont care to correct the mistake that their own employee had made by mislabeling my 3rd payment, and just want to get me out of my home. Please help me.
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07/06/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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XXXX - Set up via XXXX XXXX XXXX Bill Pay. {$2600.00} withdrawn from bank account on XX/XX/XXXX, posted on Mr. Cooper on XX/XX/XXXX XXXX - Payment ( {$2600.00} ) sent via bank and set up as electronic per usual. I received a rejection stating that Mr. Cooper is requesting check. Therefore the bank sent a check. Mr. Cooper never received the check. I called my bank and requested a cancellation on the check so that I could pay over the phone. I was told by Mr. Cooper that this required a fee. I argued asking the fee to be waived since I had set up the payment to arrive on time. It was suggested that I pay online. Mr. Cooper 's website kept blocking me. The fee was waived and I downloaded the app. This payment was posted on Mr. Cooper on XX/XX/XXXX XXXX - Tried paying via the Mr. Cooper app ( {$2600.00} ). I received an 'error ' message each time I tried submitting the payment. I was now able to login via their website and I was receiving the same 'error ' message. Therefore, I went through my bank once more. {$2600.00} withdrawn from bank account on XX/XX/XXXX, posted on Mr. Cooper on XX/XX/XXXX.
XXXX - I went to set up my payment ( {$2600.00} ) for XXXX and I was told that XXXX was not received. I checked the app and I saw a reversal credit of my XXXX payment. Mr. Cooper said there was a system issue that affected customers nationally. I did notice that the amount was not deducted from my bank. I had a payment scheduled for XX/XX/XXXX for XXXX. I was told by the rep that as long as the payment came in by the XXXX of XXXX I would be fine and that I would just need to make payments by the XXXX of each month moving forward.
XXXX - XXXX payment ( {$2600.00} ) was deducted from my bank account on XX/XX/XXXX. On XXXX, I received a text message from a Mr. Cooper " collector '' that I'm now behind 2 months. Freaking out, I went on the app and tried to submit a payment and received an alert that I will be charged {$88.00} for a late fee. I received another 'error ' message when trying to submit payment. So now my credit is in jeopardy ( I've never missed a mortgage payment in my life ). I called Mr. Cooper and they did not receive my XXXX payment. They asked that I call my bank and have proof sent to them. I called my bank and they can not fax or email Mr. Cooper the information. I will have to go to a location and request that the information be printed for me. I would also need to schedule an appointment first. I sent a screenshot of the deduction from my bank account to the email address Mr. Cooper provided. I'm very concerned about my credit!
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04/21/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American, Servicemember |
I'm a new customer for Mr. Cooper ( AKA Nationstar Mortgage LLC ) whose mortgage loan was purchased by Mr. Cooper, via XXXX XXXX, from XXXX XXXX XXXX XXXX on XXXX. At this point I had already paid my first Mortgage payment to XXXX XXXX XXXX XXXXXXXX. Additionally, my loan with XXXX XXXX had a sales Incentive subsidy that the home builder paid for as a incentive for me to buy the house. This subsidy was part of the original mortgage loan contract and was told that it was also transferred to Mr.Cooper as is.
Upon first email contact by MrCooper on XXXX, I started planning to pay off the loan with Mr. Cooper. On XXXX, I requested a payoff quote from Mr. Cooper website. I had was also in discussions with a Mr. Cooper customer service Rep called XXXX of Louisiana who set up a quote for payment by XXXX XX/XX/2023. I explained that I needed it to be delayed to XXXX XXXX so I could get to the bank for the wire transfer. XXXX said no problem but to add a day of interest to cover the delay. So, I wired the " quoted '' amount plus a days interest ( {$68.00} ) to Mr. Cooper, which they received. I called a Rep 2 days later to see if my funds were received. They had but, they said I needed a new quote to cover deficient funds. It was not told to me how much more I needed so I wired {$230.00} to cover the second quote ( {$25.00} ) and 3 days of interest to arrive on XXXX. The second wire arrived but was applied to my account and the previous larger wire funds was not applied to my account because of another deficiency. I much later found out that the deficiency was not for interest but for a subsidy of + {$7900.00} that Mr.Cooper wanted to retain but their Quoting System correctly subtracted it from the mortgage payoff quote. Discussions went on for another month and Mr.Cooper Payoff Dept would not approve any further quote payoffs and they never called or contacted me once to explain the problem. I finally got a Rep that finally got my original wire transfer returned to me almost a month after it was wired to Mr.Cooper. She has also been my advocate to discover what happened and explained to her own people why I should have my first quote honored as of XXXX XX/XX/2023 with no futher interest charges beyond that date. We even attempted a third quote on XXXX without success and those funds were wired back to me on XXXX XX/XX/2023. Because of my inability to get Mr. Cooper to accept a quote payoff from me without any direct contact with me as to why I was having a problem, I have not made any mortgage payments on my account except the first one on XXXX.
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02/25/2023 |
Yes |
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- Struggling to pay mortgage
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Web |
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Good day. On XX/XX/XXXX at XXXX I spoke with the person named XXXX XXXX the department handles those Program. After {$5700.00} down payment posted which they required me to pay in order for us to be qualified for the Repayment Plan. Per XXXX, i was approve for that program which im supposed to start paying, if im not mistaken around {$3900.00} on XX/XX/XXXX, but per him i still have until the XXXX of XXXX and will end up until XX/XX/XXXX. So i was convinced that everything are good to go. And on XX/XX/XXXX before noon just to confirm if we are on the same page ( Repayment Plan Program ) w/ same person named XXXX XXXX And finally, we have peace of mind. As days goes by on XX/XX/XXXX at around XXXX i spoke XXXX XXXX XXXX XXXX and confirmed about my Repayment Plan and she emailed on XX/XX/XXXX, proof of approved Repayment Plan program. And on XX/XX/XXXX i spoke with agent just to give them heads up that i will make a payment soon and told me that my my message to let XXXX XXXX XXXX XXXX to called me up but i missed XXXX XXXX XXXX XXXX calls and left message. I tried to call her back and on XX/XX/XXXX at XXXX spoke with XXXX and she told me that my Repayment Plan has been cancelled and i need to have another down payment for {$290000.00} again to enroll for that program and around {$3800.00} not sure amount figure to start on XXXX XXXX until XX/XX/XXXX and i said if she can let XXXX XXXX can call me up. On XX/XX/XXXX at XXXX : XXXX finally she called me up explained that my program cancelled due to improper way to enroll us. And i told XXXX XXXX if she can call me up on XX/XX/XXXX at XXXX and make a payment for another down payment and she called me up yesterday XX/XX/XXXX at XXXX and after i paid that amount, she is supposedly doing the right way my XXXX XXXX and it never went through. She found out that I still have my active assumption which i cancelled last year. she said that shell email the manager to expedite my concern. So frustrating, it might be a delay tactic or strategy. fir us to be buried for interest for delayed mortgage payment and the Manager will might between 2-3 days, So i tried my luck today at XXXX i spoke with XXXX, same thing nothing happen. So much stressed with them, theyre giving hard time, so difficult dealing with them. I thought last complaint we made, everything will cone up with solutions. Frustrating, discouraging, and stressful. We need help. So inconsistent, not updated. They need to be systematic and should be on top it. We thought, theyre there to help us but difficulties we always experienced with them.
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12/23/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Older American |
In XX/XX/XXXX the loan in dispute was transferred to Nationstar Mortgage from XXXX XXXXXXXX XXXX. In XXXX of XXXX I had gotten a loan modification from XXXX XXXX XXXXXXXX. I made every payment of that loan modification and continued to make the payments when Nationstar took over the servicing of the loan but Nationstar sent my checks back to me and would not apply them to the mortgage. I have all of the cleared checks which were cashed by XXXX XXXX XXXX and sent those to Nationstar many times. I don't know how they could say that when they took over the loan servicing that I was behind in the payments of the mortgage when XXXX XXXXXXXX XXXX cashed all of the payments. Where did those payments go? I have never been able to find out. Several attorneys and a fraud investigator looked at their accounting and said it made no sense. I could not figure it out either. That is why an audit is needed from a neutral XXXX party. Who is going to pay for that audit? Nationstar should pay for the audit since no one can make sense of their accounting that they send out. XXXX XXXX of XXXX XXXX XXXX will do the audit but wants to be paid. I am paying attorneys fees and my attorney wants Nationstar to pay for the audit.
I now have a company called XXXX XXXX XXXX XXXX XXXX helping to put the loan modification documents together and they have submitted them to Nationstar. Even though I signed an authorization allowing XXXX XXXX to speak to Nationstar on my behalf, Nationstar has refused to communicate with them. They are sending letters to my attorney instead. I should not have to pay my attorney to deal with the loan mod or Nationstar 's letters. XXXX XXXX does not charge for their service so why can't Nationstar communicate with them? The CFPB should investigate this matter as if they are doing this to me, no doubt they are making it difficult for many other people who are trying to get a loan modification.
In addition, in one of the letters that was in their response to the last complaint I filed with the CFPB they said that the XX/XX/XXXX trustee sale has been put on hold. If that were true, then they would take the sale off of xome.com, a web site owned by Nationstar that advertises the trustee sales of property. My property is still on that web site listing a sale date of XX/XX/XXXX. I do not trust Nationstar as what they say does not always follow what they do. They have said things in the past and done something totally opposite so how can I trust anything that they say in a letter which they are sending in response to a complaint to the CFPB.
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03/02/2020 |
Yes |
- Mortgage
- Other type of mortgage
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- Trouble during payment process
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Web |
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My Loan was sold to Mr. Cooper/ Nationstar company in XX/XX/XXXX. XX/XX/XXXX the home insurance payment was due. Mr. Cooper/ Nation Star called XXXX XXXX to get payment amount. XX/XX/XXXX they mailed the payment. Insurance company cashed the check XXXX XXXX but said they received the check XX/XX/XXXX which they stated was received too late and therefore instantly issued a refund to me however I never received a check or letters of cancellation from them. This entire time I have been making my payments to the mortgage company under the assumption that my home was insured as my was loan includes my insurance payment built into the monthly payment. On XX/XX/XXXX my house caught on fire due to an illegal firework that landed on my home while I was not home. Unfortunately extensive damage occurred to my home. I called XXXX XXXX XXXX and filed a claim. On XX/XX/XXXX I received a call from XXXX XXXX that my claim was denied due to my insurance was canceled effective XXXX XXXX. I immediately called mr. Cooper/ nation star and after many phone calls between them and my insurance I have been told that it is my previous lenders fault as they never added them as loss payee however when the sale happened I personally called mr. Cooper and was told that it was a seamless transaction and they would handle everything and to just continue making my payments. Now nation star is stating that they will only help me if I agree to allow them to add force placed insurance to the loan which is extremely expensive and will not cover any of my personal items and possibly not all Of the damages. I feel Helpless as they told Me either I agree or they will add the insurance since I dont have insurance on my home. I am currently XXXX since it is not safe to live in my home due to the fire damage. My mortgage company will not even speak with my any longer unless I agree to what they want. Please help me as I dont know what my rights are here and I thought the mortgage company was suppose to pay my insurance which is what I thought I was covering in my monthly payments to them this whole time.
Side note : XXXX from Mr. Cooper was rude and would not escalate my call to a manager when I asked her too. States I needed to speak with her as she needed to try and fix it before escalating. She also argued with the insurance company that mortgage companies have 30 Days to make the payment but the insurance rep told her no payment is due when its Due which leads me to believe that I may not be the only one that may have an insurance policy cancelled due to late payment.
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02/07/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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First, this is the third company to hold my mortgage in less than 6 months. There should be a limit to how many times your mortgage can be sold in a set period of time. Consumers should not have to worry about this issue every 2 months.
Regarding the current company and complaint, the escrow information must have transferred incorrectly because I received an email from my insurance broker stating that my homeowners insurance was about to be cancelled because the mortgage company had not paid the premium. I called Mr. Cooper ( the new mortgage company ) on XX/XX/20, just minutes after receiving the email from XXXX XXXX and let them know that the information they have in their app about the premium and the due date were incorrect. I had to speak to three people, but they finally got them to express pay the homeowners insurance premium which would post XX/XX/20 ( this was the due date, if I didn't pay by this time a late fee would be applied and my homeowners insurance would be canceled on XX/XX/20 ). I was told that the late fee would be my responsibility, which is just outrageous. As of today XX/XX/20, XXXX XXXX XXXX has still not received their payment and I am still currently in jeopardy of losing my homeowners insurance. Please note that I have paid all of my mortgage payments on time and have even paid additional money to reduce the principal balance on my account.
To add insult to injury, I received my tax bill a few days later which is also to be paid by escrow. The Mr. Cooper app has my tax info as being due XX/XX/20, when in actuality the payment is due XX/XX/20. I called them again on XX/XX/20 and spoke to two people who assured me they would work with the XXXX XXXX County Property Tax department to get this sorted out and paid on time. It's been over a week now and nothing has changed on my account. I have sent another email and will continue to hound them until the situation is resolved, but why is this my responsibility? Are mortgage companies not required to pay your escrow disbursements on time and correctly when they buy your loan? Why should the consumer have to be on top of them every time? This is especially frustrating when your loan gets sold every 2 months.
I could lose my house if I don't pay my mortgage on time, but it appears there is no recourse if they don't pay my insurance and taxes on time ... at least not for them. For me, my credit and reputation takes a hit, but nothing happens to the mortgage company? This just doesn't seem right, which is why I'm asking you for help and filing this complaint.
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06/27/2019 |
Yes |
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- Struggling to pay mortgage
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Web |
Older American |
In XX/XX/XXXX we contacted our Mortgage Servicer, Mr. Cooper regarding our inability to make that month 's payment due to a personal hardship. I asked for a deferment and was told that because our mortgage was current they could not defer the payment. In XX/XX/XXXX I again contacted Mr. Cooper and requested assistance. At that time the customer service person told me that Mr. Cooper did NOT offer deferred payments but that she could send me a loan modification package to which I agreed. Following receipt of the package I gathered all requested information and either mailed or emailed it as instructed. I repeated received additional requests for more information and complied. Many times the information they would request would be something I had sent in several times previously. During this process I mailed payments to Mr. Cooper on two different occasions in an attempt to reduce our outstanding balance while waiting for a decision of the modification. I also continued to receive phone calls from representatives of Mr. Cooper attempting to collect our past due payments despite being in the process of trying to qualify for a modification. The callers seemed to have no knowledge that we were working with the modification department. In XX/XX/XXXX we received a letter from an attorney which appeared to be a demand letter for the full amount of our mortgage. Following receipt of this letter I contacted Mr. Cooper and was told that our house was being foreclosed on because they had not received the most recently requested documents. I asked if there was anything I could do and was told that if I paid the past due payments with fees of {$9700.00} ( approximate ) I may be able to save my home. I asked for a timeline and was told I would have to contact the local Sheriff 's office for a date of sale. Several days later I contacted Mr. Cooper again to find out why they would proceed with a foreclosure when I was in the process of a modification and was told the documents I has sent were sent to the wrong address. Today, XX/XX/XXXX I received a call from someone at Mr. Cooper telling me I WAS still being considered for a modification. When I asked what the outstanding balance to bring our account up-to-date was I was told a different amount ( higher ). When I questioned why the amount was higher I was told additional " corporate fees '' had been added. I have kept records of all correspondence, emails and phone calls and have documented the entire process. I am XXXX years old and am not sure how to prevent this company from taking my home.
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05/31/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
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Originally the issue started with XXXX XXXX after the XXXX forbearance, XX/XX/XXXX. I was expecting to receive a loan modification after sending in the required paperwork to start the payments. I received paperwork from XXXX with a return XXXX envelope to send back. I took these papers to my local insurance agent to get them notarized. After receiving no response, I called and they stated that the paperwork was not as it had gotten wet upon delivery. The loan mod was sent out again, and again I filed it out with banking info, and got them notarized again ( not understanding why XXXX did not send a notary to my home as this would have never been an issue ) thinking payments would start. Once they did not, I called XXXX and was told the Loan mod would be restarted based on the confusion with the first paperwork and that would have been XXXX. Well I then received a statement advising my loan would be transferred to Mr. Cooper, XXXX.
Once received I gave them calls about the loan mod and was even given a dedicated specialist, XXXX XXXX, who never returns calls. Repeatedly I was told that they were waiting on XXXX XXXX to submit their original loan modification but it was never transferred with my mortgage.
Call, after, call, From XXXX until XXXX, from XXXX or XXXX, to XXXX XXXX ( whom even stated that she called XXXX and seen that they mod should have been completed in XX/XX/XXXX ). Final straw, XXXX was my last POC with Mr. Cooper. I called XXXX and was told that apparently since I failed the first payment, they automatically denied the modification and then the loan was transferred. This rep at XXXX even stated that all notices that the mod was not approved would have been included in my file but according to everyone at Mr. Cooper ( XXXX ), they were waiting on paperwork from XXXX and stated that XXXX had 90 days to complete things on their side.
So I have consistently been asking about the payments, told not to pay until this is complete and now they are stating that since it has been so long ( WOW ) that Mr. Cooper possibly would not be able to honor the original mod terms and would have to create new mod with a JR LIEN and now I am confused and have no idea where to go.
XXXX at Mr. Cooper gave me her direct contact as she stated she would have to go ahead and start a new mod. This was as of XX/XX/XXXX. Please help. I need to start making payments but no longer trust who I am paying and am now facing issues of speaking to rep after rep that has no idea and the train keeps de-railing. Please help me so I can get on track!
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01/02/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I am having an issue removing the Principal and Mortgage Insurance with my loan servicer, Mr. Cooper.
In XXXX of XXXX, I believe it was around the XXXX, I initially reached out to Mr. Cooper about having my home reappraised for a fee to remove the PMI from my loan. I have made substantial improvements since my initial purchase in XXXX and during that time I reviewed my options for removing the PMI with Mr. Cooper 's representatives. During my initial call in XXXX, I detailed the improvements made to my Property. The representative took down that information to provide to the appraisal company. I was told I would hear from a Real estate Appraisal company in approx 30 days to schedule the appraisal.
I never heard back. I called into Mr. Cooper again at the beginning of XXXX to check on the status of said appraisal. I was told that they were waiting for the dollar value of the improvements made so that the appraisal company could contact me. I questioned the rep why no one had reached out to me if they needed more information or why the original rep had not requested it when I first called.. They could not provide an answer. I provided the detailed information to the Rep and requested that they expedite my request. They advised that they would do their best.
Approx 30 days later on XX/XX/XXXX, I received a letter that my request was canceled, I called and asked what was wrong and they said they reached out once and I didn't answer their call. First, I had never received a call from an Appraisal company and secondly, they didn't leave a message of any sort. I asked for a supervisor and they said that we had to go back through the process all over again. I unhappily obliged and we enter another request for an appraisal slightly after XX/XX/XXXX.
Another 30+ days pass. I call in again on XX/XX/XXXX and am told the same story. They tried calling me once, but couldn't get ahold of me and canceled the request. This time they also tell me they do not have a form on file for the Appraiser to leave a voicemail. I ask for a Supervisor and am forwarded multiple times to XXXX at XXXX. She assures me that she can get everything in order and have something scheduled in 30 days.
I requested that Mr. Cooper cover my appraisal fee as I have paid multiple months ' worth of PMI at $ XXXX v. what would have been expected if they had appropriately scheduled a routine appraisal. XXXX said she did not have the authority to do that.
Today is XX/XX/XXXX and I have yet to receive a call or document notifying me that my request has been canceled.
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01/24/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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I called XXXX XX/XX/XXXX, because I had gotten a notice stating that I did not make my mortgage payment. I did make to Mr. Cooper on XX/XX/XXXX confirmation # # XXXX in the amount XXXX. When I called Mr. Cooper the woman who answered ( in TX ) Hung up on me. I called again later that day and was told by a employee of Mr. Cooper that I did not make my paymen t and my hourse was going to go into foreclosure. I let her know that I did make the payment and gave her the confirmation #. She told me that my bank rejected it. Which I have been making payments to this same ortgage company since XX/XX/XXXX whith no problem. I went to my back that day after work and I was told by the back that there was never a attempt on putting throught the payment from Nationstar Mortgage ( Mr. Cooper ). I called the bank when I got home and I was told again I did not make my payment they were in the process of forclosure and I explained everything about to this women if I was going to make the payment for both XXXX and XXXX. I said yes but to geive me atracking number for the payment that my bank rejected on XX/XX/XXXX for # XXXX. She put me on hold while she spoke to her XXXX. And she said that she would waive the {$86.00} XXXX later fee and the {$15.00} XXXX Fee. So I made my XXXX payment on XX/XX/XXXX confirmation # XXXX in the amount of {$4100.00}. On XX/XX/XXXX I went in to my bank account to see if the payment went through I was told still no payment had gone through on their side and that my bank rejected it for insufficent funds. This is not true I went back to the bank and I was told that the Nationstar Mortgage only entered in 4 of the 6 numbers for the account number. So the bank needs to ID the 6 numbers not 4. I called Mr. Cooper back on the XXXX they told me to wait till XX/XX/XXXX to call them back to see if the payment went through. No fees will be put on your account I am putting that in right now I was told. I could not call on XX/XX/XXXX because my daughter had XXXX. I called Mr. Cooper on XX/XX/XXXX at XXXX and was told by XXXX in TX that the payment was past due, she was nice and cleared all of the charges again and double checked with me the account number and the routing number and I approved her to resend the payment, she said to give 24 hours. I have and still the money is in my account no payments paid. I can not do this any more. and with my husband just loosing his job and this Mr. Cooper not able to put my payments through is XXXX percent rediculess. Can you please look in to this for me please. I was told by XXXX that I
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08/15/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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I have been in negotiations with Mr. Cooper/Nationstar for more than 5 years. During this time, I have attempted multiple loan modifications as well as multiple Pay-Off Settlements. Also during this time, my mortgage has changed ownership more than once, as well as apparently locations. Mr. Cooper has proved fraudulent and conflicting information regarding the address of the Assignee/Owner of my mortgage. In a document sent from the mortgage Servicer, Mr. Cooper, on XX/XX/2019, Mr. Cooper states that their records indicate that XXXX XXXX XXXX, XXXX. as Trustee for XXXX XXXX XXXX XXXX XXXX XXXX XXXX is the current owner of the loan. With the contact information being XXXX XXXX XXXX, XXXX.
XXXX XXXX XXXX XXXX XXXX, MD XXXX XXXX The XXXX County Clerks office records the Assignee being XXXX XXXX XXXX , XXXX XXXX, AS TRUSTEE FOR XXXX XXXX XXXX XXXX XXXX XXXX XXXX MORTGAGE PASS-THROUGH CERTIFICATES, SERIES XXXX AT XXXX XXXX XXXX XXXX, XXXX, TX XXXX Mr. Cooper 's Attorney, and Mr. Cooper associate, Ms.XXXX both have confirmed in writing this to be the correct address of the Assignee/Owner of my mortgage. A simple XXXX search shows that the address : XXXX XXXX XXXX XXXX, XXXX, TX XXXX in fact does not belong to XXXX XXXX or Nationstar DBA Mr. Cooper. The owner of the address at XXXX XXXX XXXX XXXX, XXXX, Tx XXXX, is in fact XXXX XXXX XXXX. Mr. XXXX, who is the Facilities Manager of XXXX XXXX XXXX has confirmed in writing that XXXX XXXX XXXX is the sole tenant of the building at this address.
In addition, after the origination of my mortgage, alteration of the Note took place. After the origination of loan, the Note was stamped with the name of alleged Robo Signer, XXXX XXXX XXXX, Assistant Vice President of XXXX XXXX XXXX, XXXX. This stamp is not accompanied with a Notary Stamp to confirm a date or its validity, and appears ABOVE the signature of the Defendant ( Borrower ). As specified by Uniform Commercial Code 3-407. ALTERATION, ( a ) " Alteration '' means ( i ) an unauthorized change in an instrument that purports to modify in any respect the obligation of a party, or ( ii ) an unauthorized addition of words or numbers or other change to an incomplete instrument relating to the obligation of a party.
( b ) Except as provided in subsection ( c ), an alteration fraudulently made discharges a party whose obligation is affected by the alteration unless that party assents or is precluded from asserting the alteration. No other alteration discharges a party, and the instrument may be enforced according to its original terms.
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11/06/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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We have a 15-year loan with Mr. Cooper and we are in the processing of paying off the home early. We have an auto-payment set to come out every month on the XXXX in the amount of {$2400.00}.
Earlier this year ( 2021 ), we had an issue with Mr. Cooper applying " additional payments '' to our account instead of " principle only '' ( which was our intention ). The representative fixed the errors in our account and then recommended that we make our monthly payment ( auto withdrawal ) and then select " principle only '' whenever we make another payment that is for principle only. We had already been doing that and it was Mr. Cooper 's error for applying the payment incorrectly.
There is a VERY SPECIFIC area on the app in which a consumer can select " make a one-time payment '' and then you can choose " principle-only Payment ''. However, Mr. Cooper continues to apply our principle-only payments as a regular monthly payment, then advancing the month the mortgage is due by one month ( this is not acceptable, we will pay off the loan early regardless ). My husband had to call them again in XX/XX/2021 to fix the same issue. The representative indicated it would be fixed.
We made another payment today ( XX/XX/2021 ), principle-only in the amount of {$21000.00} and AGAIN Mr. Cooper paid XXXX to principle and withheld another " monthly '' payment one-month early. Mr. Cooper has still not corrected the " extra payment '' issue in XX/XX/2021.
As consumers, my husband and I can not help but believe this is Mr. Cooper 's method for gaining advance interest payments and more interest than they should be collecting for a mortgage that will be paid early. Every time we try to reach Mr. Cooper, the recording indicates we will be called right back, in cue, the order of calls received. Instead, it takes them days to get back to us.
If Mr. Cooper makes this a general practice across mortgages, essentially, they are collecting more and more money from consumers than they should be. Just with our last two principle-only payments ( Mr. Cooper applied incorrectly ), they collected another {$270.00} in XXXX interest and {$300.00} in XXXX interest ( EXTRA ).
Regardless of our efforts to have this corrected, Mr. Cooper continues to allocate our payments incorrectly. We should not have to call them constantly to correct the issue when we are following the procedure exactly as we were instructed to do.
Look at the hot mess they have made in our accounting ( attached ) as well as screen shots of the Mr. Cooper app where we make out payments.
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10/12/2021 |
Yes |
- Mortgage
- Reverse mortgage
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- Trouble during payment process
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Web |
Older American, Servicemember |
On XXXX, I sent in, via fax, a credit withdrawal request form to get {$10000.00} from my line of credit, to Champion Mortgage. My loan number is XXXX. The next day, XXXX, I called to verify receipt and processing of my request and they said they had no receipt of it. I told them that it had been faxed and the fax transmission sent report showed it went thru to the fax line successfully. In the past I have had trouble getting funds every time as they always seem to have some hoop I have to jump thru to get my funds.
Sometimes they say the fax didn't come thru properly or it was not readable. But my end showed it was sent successfully.
In the past they have told me when I call in to verify receipt of my request, they say it only takes a few hours for them to be able to verify receipt of the request for funds.
Then, other times they say it takes up to 2 to 3 days for them to be able to verify that they received my request for funds. Just today, when I called to see if they had my request for funds, and they said that they had no receipt of my fund request, they said that now they require I have to be subject to a call from them sometime after they receive my request, for them to verify if I did indeed sent in the request for funds. So, it now seems that someone with a reverse mortgage serviced by them, has to have a phone in order to receive funds. A supervisor told me this morning that if I am no't home or didn't answer the phone, and after they leave a message asking for a call back, then they would deny the credit draw request.
I don't recall seeing any such requirement in my HUD reverse mortgage loan.
Last time I made a request on XX/XX/XXXX of this year, they were giving all of this same kind of run around and hassle, saying that my fax was not readable ( in spite of it showing successfully ) and I'd have to send in another one. I asked why can't I sent it in via an email, as in the past, and they said they discontinued that practice. But, after some complaining and speaking to a supervisor, they got approval for me to send to a higher level supervisor via email and he approved it and started the process for it to be sent to my bank account, as has been way I get my funds.
So, you can see, that it is always some form of added measures or steps, that I have to comply with to get funds from my HECM loan. They state they are a debt collector and it shows in that they love to harass and make things difficult, on purpose. They seem to always want to stall the process of receiving funds via a reverse mortgage loan.
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09/11/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Loan was transferred from XXXX XXXX XXXX to RightPath as of XX/XX/XXXX. A delinquency in the amount of {$40000.00} per the XX/XX/XXXX statement from XXXX XXXX XXXX. On XXXX, while still under the servicing of XXXX XXXX XXXX, a series of transactions label " Irregular Payment '' was applied to the loan history. The sum of these " Irregular Payments '' is {$38000.00}. This brought the account current through XX/XX/XXXX, leaving XX/XX/XXXX due and payable to RightPath Servicing.
In addition, beginning XX/XX/XXXX, I applied for assistance with California Mortgage Relief to receive a grant to bring the account current. On XX/XX/XXXX I was approved to bring the account current - ALL delinquent amounts would be paid for by California Mortgage Relief. However, due the transfer the and transactions applied by XXXX XXXXXXXX XXXX the account then reflected no delinquency. I immediately contacted RightPath advising them of the situation. After numerous calls and emails, no one was able to correct the error. I was told by XXXX representative that the payment applied by XXXX XXXX XXXX in the amount of {$38000.00} was payment from a " hardest hit fund '' and there was no error. On XX/XX/XXXX, RightPath collected payment from me for the amount due on the account- XXXX and XXXX payment- in the amount of {$2900.00}.
On or around XX/XX/XXXX, a wire payment was sent from California Mortgage Relief to bring the account current. However, since no deliquency was reflected on the account the funds were first applied to the principal and then reversed and applied to the unapplied funds account. Later, funds were returned to California Mortgage Relief and was indicated that no delinquency existed. Later, the loan history has been completed changed to show that funds in the amount of {$39.00}, XXXX was removed from the account. In addition, the loan became delinquent in the amount of {$26000.00}. Again I asked RightPath to explain the difference in the amount due to XXXX XXXX XXXX before transfer and the amount now reflecting delinquent by RightPath.
Furthermore, due to that account errors on this account, my approval from California Mortgage Relief has been cancelled. The mishandling of my account by RightPath has caused me to forfeit funds to bring the account current. Ever attempt was made by me to have this issue resolved before the grant funds were sent. RightPath took to action and when action was taken it was done incorrect - stating no delinquency existed - and the amount due on the account has still not been verified and validated.
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02/10/2021 |
Yes |
- Mortgage
- Reverse mortgage
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- Struggling to pay mortgage
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Web |
Older American, Servicemember |
The complaints are : 1 ) Champion Mortgage did not properly use the funds provided by the state of California for property taxes in XXXX. Since then the monthly statements indicated the account has always been in good standing. Additionally, the mortgage company representatives have also stated the account was in good standing whenever phone calls were made ( all phone calls are recorded by the mortgage company ), However, in XX/XX/XXXX Champion Mortgage sent information stating some property taxes are outstanding and demanded that I pay them or face foreclosure. There are also late fees associated because Champion failed to properly use the funds provided by the state of California to them. I believe these practices by Champion Mortgage are beyond improper and may not be in lawful compliance. The mortgage company has not responded to the complaints.
( I am including documents which may be helpful for the compliant review. I also have all statements, if you request ).
2 ) Champion Mortgage used " set aside '' property tax funds provided by the state of California to purchase a home insurance policy in XXXX but after the homeowners insurance verification was provided. The mortgage company sent a letter saying it would refund the money used, but the " set aside '' funds used have not been properly returned. Champion Mortgage has not responded to my complaints.
3 ) Champion Mortgage has not honored my need for them to comply with the American Disabilities Act for my XXXX, which was made known to them on multiple occasions.
In summary, Champion Mortgage has not only failed to provide accurate and true monthly statement information about the account but engaged in deceitful practices to both me and the state of California. The mortgage representative who noted my last complaint through a phone call is named Ms. XXXX. Several follow up calls placed but the phone operator who answers the calls would not transfer the call to the representative extension number until the account number was first provided, then she ( the operator ) would place the call hold and return to say that Ms. XXXX was not at work today ... at least 3 follow up calls were placed with a message to return my calls. I also asked if any other representative can check the status of my complaints and requests and was told only Ms. XXXX would know. The current fees associated with the complaint are approximately {$15000.00} and continue to increase monthly due to the mishandling by Champion Mortgage. This is also caused unnecessary health problems.
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12/02/2022 |
Yes |
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- Trouble during payment process
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Web |
Older American |
I brought a home from a builder and he would not approve me for the home, so he sends me to one of his preferred lenders and they approved me for the home after they tacks on about {$2000.00} more dollar of the originally price but quickly sold my loan to another mortgage company Mr. Cooper the next month. I had been in the hone almost 8 months when they said I paid too much money in my escrow so they did a risk analysis and refund me almost {$2800.00} and the next month I got a bill for {$4000.00} ( MUD ) and {$6500.00} ( taxes ), they said I had a {$11000.00} shortage and the money already in my escrow they are saying I can't use it toward my shortage. I am short because they didn't do their job finding out how much taxes I owe my house for this year before they refunded me the majority of the money back that was in the escrow. I have given them over {$7500.00} and the {$3100.00} in my escrow account they are saying I can't use that money toward my shortage, but they are paying my FHA and my Hazzard Insurance, but I can't use that money toward my taxes. they did another risk analysis, and my new mortgage payment is {$2600.00} if I don't pay the shortage. If I do pay the shortage my new mortgage will be {$1400.00}. The first year i was {$1200.00} and that when they said i was paying to much and refund me the {$2800.00} and drop my mortgage to {$910.00} and a month later, I find out I owe {$4000.00} ( MUD ) & {$6500.00} ( taxes ) and if I don't pay the shortage my mortgage will be {$2600.00} for XXXX XXXX I have sent them {$7500.00}, and right now I have {$8800.00} in my escrow, but they have paid out {$930.00} for my hazard insurance and {$92.00} for FHA in XXXX and XXXX so they are still using money out of my account, but they said I have to pay the whole shortage of {$11000.00} and i still owe {$3700.00}. After I did the math, I calculate I owe {$2800.00}. but they paid my hazard insurance and the FHA and i still have to make up the money they spend, they are not willing to deduct that form the shortage and I can't use the money in my escrow to pay the shortage when i am putting money in my escrow to make up the shortage. What they are saying is not matching up to what they are doing. How can that be. I shouldn't even be paying FHA because I put {$200000.00} down on a {$340000.00} house. they charge me an extra {$200.00} for going FHA the previous lender so I only finance {$140000.00}. I put all my money into the house, and they are trying to steal my house from me or make it difficult for me to afford it.
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11/09/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Escrow, taxes, or insurance
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Web |
Older American |
I signed and got approved for a mortgage agreement with XXXXXXXX XXXX in XX/XX/XXXX. I received a letter from XXXX XXXX on XXXX XXXX stating that my loan was sold to them and will be serviced by Rushmore Loan Management Services LLC, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX.
The loan payments include payments to an Escrow account for XXXX insurance which I obtain from XXXX XXXX XXXX Co.
The insurance policy period was from XX/XX/XXXX to XX/XX/XXXX.
The premium was paid in full as part of my closing costs.
On XX/XX/XXXX, I received a notice of cancellation from XXXX XXXX XXXX. I spoke to a XXXX XXXX agent about this notice. The agent told me they did not receive payment from Rushmore Loans ( from Escrow account ) which was due on XXXX XXXX and that the policy will be cancelled on XX/XX/XXXX if no payment is received.
On XXXX XXXX, I called Rushmore customer service. ( which are horrible ) several times On XX/XX/XXXX, they connected me with their insurance department, gave them my loan #.
They could not find the loan, transferred me back to customer service.
On XX/XX/XXXX the representative told me they are transitioning loans to Rushmore Servicing and this could be the problem and not to worry, the premium will be paid. Called back on XX/XX/XXXX, same promise to pay.
I called XXXX XXXX XX/XX/XXXX. No payment received.
Called Rushmore on XX/XX/XXXX, spoke to XXXX, supervisor. First he told me insurance will give lead time. I told him that the lead time has expired and my insurance will be cancelled. He said don worry we will pay the premium.
Called XXXX XXXX back, no payment received.
The XXXX XXXX agent suggested I pay out of pocket to keep the policy in place and they will reimburse me when they receive payment from Rushmore.
I then reached out to XXXX XXXX XXXX and spoke to XXXX XXXX who told me she contacted Rushmore and they told her they will not pay premium because I already paid out of pocket.
Next I receive a letter from Rushmore on XX/XX/XXXX stating that I requested to remove insurance from my Escrow account and will now be responsible for payment of insurance. I never requested this.
They did refund me the Escrow balance on XX/XX/XXXX.
I have had dealings with many mortgage companies over the years and never have I witnessed such incompetence. This company is awful. They can not even manage a simple Escrow account.The company 's complaint resolution process is inadequate and ineffective.
Also, when calling customer service, they put on hold for XXXX minutes and then hang up.
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09/08/2022 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
I am filing a complaint in regard to a situation I currently find myself in with regard to my VA loan with Mr. Cooper ( Nationstar Mortgage ) and payments sent to them five weeks ago from XXXX ( administered by the Florida XXXX ).
I have been awarded both past due and forward payments through the XXXX program in Florida. I submitted my award letters dated XXXX XXXX to Mr. Cooper XXXX XX/XX/XXXX I have been told by the Florida XXXX that funds were sent to Mr. Cooper XXXX XX/XX/XXXX, Two checks were sent together, one to cover the months of XXXX, XXXX, and XXXX in the amount of {$3400.00} and another in the amount of {$1100.00} for the month of XXXX. I confirmed that they were sent to the right address and had my correct mortgage loan account information on them. According to the Florida XXXX, both checks have cleared their bank. However, only one ( {$1100.00} ) has been posted to my mortgage account with Mr. Cooper. I have contacted customer service agents at Mr. Cooper repeatedly from the moment I received the award letters to as recently as yesterday. The only explanation I get is that they are processing payments as quickly as possible. However, there is no timeline on when the payment will be posted and I have been repeatedly reported as 90 days late to the credit bureau, despite the fact that the payment has been received and deposited by Mr. Cooper but not applied to my account.
To add insult to injury I am getting multiple copies of a payment demand letter from Mr. Cooper in the mail every day demanding that I make full payment in the amount of {$3500.00} to avoid foreclosure proceedings.
At this point, I have no idea what I'm supposed to do. I should not have to come up with {$3500.00} when the money has already been received by Mr. Cooper. Nor could I even do that if I had to. I had XXXX five years ago and the medical costs associated with that wiped out any savings we had. Add in a pandemic, other ongoing medical situations, and underemployment, and we just do not have the ability to make a large payment like that. If we could, we wouldn't have to rely on the XXXX program. This whole situation has added a lot of unnecessary stress to me. I sent an email to XXXX XXXX ( after being given her information as a contact for this matter ) at Mr. Cooper requesting that their " state fund assistance team '' please apply the funds to my account, but the only response I received from her was to say that she would forward it to the XXXX department for processing. Three weeks later I'm still waiting ......
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11/29/2021 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
I am the third party assisting XXXX XXXX with submitting his documents to Mr. Cooper. Per the previous complaint filed, Mr. Cooper stated in their denial letter dated XX/XX/2021 that XXXX XXXX ' original loan modification request was deined for the alleged failure on XXXX XXXX part to turn in requested documentation.
When Mr. Cooper was contacted and informed that XXXX XXXX had not been aware that there was any missing documentation in XXXX and simply received a denial notice for assistance followed by the notice to foreclose, Mr. Cooper agreed to postpone the foreclosure sale date until XXXX XXXX, 2021 to provide time to submit a completed package and/or alternative to foreclosure workout option since the home has equity. The new loan modification package was submitted in XXXX and we were informed the foreclosure sale date would be placed on hold.
To this date, XXXX XXXX, 2021, neither myself or XXXX XXXX has ever been able to speak to a representative in the loss mitigation or loan modification department despite multiple and formal requests to contact by XXXX XXXX, myself and the multiple customer service representatives. Paystubs, tax returns, hardships letters, proof of additional supporting income documentation has been submitted without confirmation of review, acceptance or denial. Meanwhile, the forelcosure sale date has gone from being on hold to being active and scheduled to foreclose tomorrow, XXXX, ber XXXX, 2021 per a Mr. Cooper customer service representative. This is all despite the recorded conversations had on multiple occasions with Mr. Cooper representatives last week apologizing for the lack of communication and guaranteeing the foreclosure sale date was being postponed.
Our file contains multiple written emails, documented phone calls and logs. In addition, the calls with Mr. Cooper are recorded and monitored for quality assurance. Our phone calls, including today 's, are hours in length of holding time only to have no one able to comment or advise on the account. This is also a VA loan and the borrower has stated that the experience we are having is the same he had, however, in the company 's response, they blame the borrower for not being responsive, communicative and responsible to the denial of his loan modifcation. As I write this complaint, the line with Mr. Cooper has once again been disconnected while I was holding for almost an hour to speak with a supervisor for assistance. Our records will show this has been happening throughout our attempts to help this homeowner.
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08/14/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Older American |
On XX/XX/XXXX, a loan modification agreement with XXXX XXXXXXXX XXXX became permanent following a trial period of 3 months. An escrow analysis in the loan modification agreement set the escrow portion of the payment was set at {$680.00} and the principal and interest payment at {$1500.00} making the total monthly payment to be {$2200.00}. ( See attachment 1 Loan Modification Agreement ).
When Mr. Copper took over the servicing rights, the escrow portion of the payment was set at {$1000.00} resulting into a total monthly payment of {$2600.00}. ( See Attachment XXXX XXXX XXXX XXXX XXXX XXXX IRS Form XXXX ). No escrow analysis was performed. The {$370.00} difference between the loan modification required monthly payment and the payment set by Mr. Cooper accumulated over a period of 42 months and that amount is included in the alleged delinquent amount Mr. Cooper is demanding to avoid foreclosure.
Secondly, my account was not credited for the XX/XX/XXXX payment and that amount, which I have already paid, is included in the alleged delinquent amount. Mr. Cooper sent out a Notice of Assignment, Sale or Transfer of Servicing Rights and instructed me to send the XX/XX/XXXX payment to XXXX XXXX XXXX. Mr. Cooper knew that the check was received and cashed, however, my account was not credited. ( See Attachment XXXX XX/XX/XXXX Cancelled Check and Attachment 5 Notice of Assignment, Sale or Transfer of Servicing Rights ).
Mr. Cooper did not issue annual escrow estimate statements and monthly mortgage statements between XX/XX/XXXX and XX/XX/XXXX. Mr. Cooper arbitrarily set escrow payment amounts and those amounts are included in the alleged delinquent amount. I did not waive my rights to receive annual escrow and monthly mortgage statements.
Mr. Cooper erroneously coded my account as being in active bankruptcy from XX/XX/XXXX until XX/XX/XXXX and made its servicing decisions as though I was in bankruptcy. ( See attachment 6 - Mr. Coopers default letter and attachment 7 account audit report ) The XX/XX/XXXX mortgage statement shows that {$6900.00} was added to the amount due without a valid legal explanation. ( See attachment XXXX ).
Mr. Cooper has received a monthly mortgage payment from XX/XX/XXXX up to XX/XX/XXXX. Mr. Cooper is not cashing the mortgage checks and instead late fees and inspection charges are being added to my loan. Mr. Cooper has failed to fulfill its obligations and has not deposited money in the escrow impounds account. Escrow advances have been added to the alleged delinquent amount.
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03/28/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
|
My mortgage loan was transferred from XXXX XXXX to Nationstar Mortgage LLC aka Mr. Cooper on XX/XX/XXXX. My escrow balance of {$2100.00} was also transferred to Nationstar Mortgage. I received a welcome letter from Nationstar stating the amount of escrow balance with the statement " Our records indicate that you have an escrow account for taxes and/or insurance '' XXXX XXXX did an escrow analysis on XX/XX/XXXX stating that we had an escrow surplus and sent us a check for {$430.00}. My Hazard Insurance was due on XX/XX/XXXX. Nationstar/Mr. Cooper did not make the payment. Nationstar/Mr. Cooper had all of the necessary information available to them to make the payment ; Insurance Company name : XXXX XXXX and address, policy number, due date and amount due {$800.00} Therefore our Hazard Insurance was cancelled. We did not receive notification from our insurance company that our policy was cancelled.
We received a letter from Nationstar/Mr. Cooper dated XX/XX/XXXX and XX/XX/XXXX stating that our hazard insurance had expired. We contacted our Insurance company and they stated it was cancelled for nonpayment. We were able to get our policy reinstated. I called Nation Star/Mr. Cooper and spoke with a representative on XX/XX/XXXX and asked her why they did not make the payment. She stated that " this happens all the time '' and tried to place the blame on me for not contacting my insurance company to let them know that I had a new mortgage company. I pointed out that they had all of the information they needed to pay the bill.
I received another letter from Nation Star/Mr. Cooper stating that I needed to provide proof that I had hazard insurance coverage for the lapsed period XXXX or they would by a policy on my behalf. I did not have proof of coverage because Nationstar/Mr. Cooper did not make the payment that was due on XX/XX/XXXX. I was not informed my Nationstar/Mr. Cooper that my policy had lapsed until XX/XX/XXXX.
Nation Star/Mr. Cooper withdrew {$1800.00} from my escrow account to pay for a Hazard insurance policy from XXXX XXXX XXXX XXXX issue date XXXX cover the lapsed period XX/XX/XXXX, XXXX XXXX, XXXX. Now I have an escrow shortage that I will need to deposit additional funds in order to have my property tax paid I believe that Nation Star/Mr. Cooper committed a violation of the Real Estate Settlements Procedures Act as they are required to make timely payments if the borrower has maintained sufficient funds in their escrow account. I believe that they are participating in predatory practices
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03/15/2023 |
Yes |
|
- Trouble during payment process
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|
Web |
Servicemember |
For more than a year I have been trying to get current on an alleged missed mortgage payment with Mr. Cooper. For more than a year I have followed their instructions and directions to get current and now that the account is technically current Mr. Cooper is unwilling to do what is necessary to resolve the delinquency.
In response to the letter received by Mr. Cooper dated XX/XX/2023 RE : Funds Received Suspense Notice : I have performed my due diligence and I have paid the outstanding balance in full. The outstanding balance that Mr. Cooper is looking for, by their own admission, has been split between surplus escrow and unapplied funds accounts, which has been disbursed by Mr. Cooper as they deem appropriate to their monetary advantage not the clients. The money in these accounts is my money, not Mr. Coopers. However, Mr. Cooper decides how and where to distribute funds while trying to make a profit off of my distressed situation. I have done my due diligence per the direction and information provided by Mr. Cooper and Mr. Cooper alone has the ability to bring my account current with my money that I put into the account but refuses and is unwilling to do so and instead is attempting to collect frivolous fees while sending threatening letters of foreclosure to a XXXX an XXXX Veteran. This is predatory and it is being practiced on those less fortunate with the least number of resources to fend for themselves.
As of XX/XX/2023 according to Mr. Cooper in the letter sent XX/XX/2023 RE : Funds Received Suspense Notice the total balance required to bring the account current is : {$3100.00} : That has increased {$120.00} since XX/XX/2023 As of this date XX/XX/2023 the Unapplied Balance is currently : {$1500.00} As of this date XX/XX/2023 the Escrow Balance is currently {$2900.00} As of this date XX/XX/2023 the total balance in the Unapplied and Escrow accounts total : {$4500.00} To bring account current it being requested that Mr. Cooper reconcile the account.
o Total Balance Owed : {$3100.00} {$1500.00} [ Unapplied Bal ] = {$1600.00} remaining to bring account current it would be prudent if Mr. Cooper recover remaining balance from the Escrow Account o Escrow Balance {$2900.00} - {$1600.00} [ Remaining total from above ] = {$1300.00} reaming in Escrow Account The remain above balance is more than enough to maintain Escrow Account Minimum.
I am in the situation because I trusted and followed Mr. Cooper instructions, it is upon Mr. Cooper to correct this.
MR. COOPER HAS THE MONEY DO THE RIGHT THING.
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03/08/2019 |
Yes |
|
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Web |
|
To Whom It May Concern : Due to several inaccurate calculations on my account XXXX ( FHA XXXX ) with Mr. Copper ( loan mortgage company ), I would like to request this account to be audited/reviewed.
On XX/XX/XXXX, I closed the sale of my home and on XX/XX/XXXX the payoff wire was sent & received by Mr. Cooper as per their payoff demand ( pages 1-5 ) On XX/XX/XXXX, I notice my account was not yet closed. I contacted a customer service representative ( XXXX ) who informed me that due to disbursement of taxes made, the payoff amount increased {$470.00}, however it was not disclosed. In speaking with XXXX, I felt very discriminated due to my accent. She had an attitude and was very disrespectful. I decided to reach out to the title company. Me and escrow officer ( XXXX XXXX ) XXXX XXXX XXXX, spoke with XXXX, who advised us they did not calculate enough funds in the escrow account to the disbursement that created a shortage on the wire payoff. We were informed initially that the shortage would only be {$470.00} due to the tax disbursement. I called back on the same day at about 1300 hours to make a payment on the shortage. Of {$470.00} and spoke with XXXX. She was very uncooperative and threatened me that if I did not make a payment of {$1200.00} fully satisfy the loan, Mr. Cooper would send the wire payoff back to the title company, causing for me to get a 30 day late. XXXX coerced me to pay an extra month of interest which was not needed. Paid confirmation # XXXX This is not the first time I have noticed extra charges being added to my account. In my mortgage loan statement XX/XX/XXXX, I neither noticed a charge for {$15.00} for an inspection never disclosed nor was I informed one was being done. ( see page 6 ). I spoke with representative ( XXXX XXXX ) who had no knowledge of what the inspection was for or why I was being charged.
I was very disappointed and concerned of the lack of customer service, disrespectfulness and how my loan was handled with these miscalculations. Further, their pay off demand was good through XX/XX/XXXX the day they received the wire. For that reason, I would like to request to be refunded the interest collected for the month of XXXX. I should not be penalized one additional months of interest when they received the pay off demand on time. Therefore, I would like to request my account XXXX ( XXXX XXXX ) with Mr. Copper ( loan mortgage company ), to be audited/reviewed.
If you have any questions, please contact me at your earliest convenience.
Sincerely, XXXX XXXX XXXX
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03/01/2023 |
Yes |
- Mortgage
- Other type of mortgage
|
- Struggling to pay mortgage
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|
Web |
|
In XXXX of XXXX, I received a Loan Modification with Partial Claim on XX/XX/XXXX from XXXX Bank. My new terms were payment of PITI {$2500.00} with 5.125 % interest rate term of 480 months with Maturity date XXXX/XXXX/XXXX. There was a Quit Claim Deed removing my ex-husband from the deed. I signed the modification agreement which only had my name, returned it to XXXX and it was executed by them. I received a copy of the executed document back. My first payment was made to XXXX on XX/XX/XXXX with the amount of {$2500.00}. Shortly after that, I received notice that the loan was transferred to Mr. CooperXXXX in XXXX the following payments of XXXX & XXXX were made to and accepted by Mr. Cooper. Then in XXXX & XXXX they did not accept my payments. I was at that time informed that there was an issue with XXXX not giving the entire agreement to Mr. Cooper. I was previously working with a housing counseling agency XXXX XXXX XXXX XXXX ( XXXX ), so I turned to them again for assistance with this matter. So, on XX/XX/XXXX, XXXX XXXX from XXXX reached out to Mr. Cooper & was informed by the rep XXXX, that the modification agreement signed by XXXX had an error. At which time she advised that the Executed Modification Agreement should be honored, and I was conferenced on the call to make both XXXX & XXXX payments which I did right then & received a confirmation number. I also set up an automatic payment for the month of XXXX which on XX/XX/XXXX, the payment was withdrawn from my checking account. Thinking everything was settled, I felt all was back on track. When I went to make my XX/XX/XXXX, it was not accepted. Since then, XXXX XXXX ( XXXX ) & I have escalated the issue with Mr. Cooper and working with XXXX at the escalation dept. We were now informed by Mr. Cooper the issue was that my ex-husband 's name was not on the XXXXXXXX Executed Modification Agreement and that his name needed to be on there. So, they were going to re-issue the agreement to include his name ; however, when I received the documents with my ex-husband 's name now, there was only a Partial claim, the Loan Modification portion was missing. We also noticed the maturity date and the amount of partial claim amount were different from XXXX. This was brought to the attention of XXXX XXXX escalation team ) and we are still awaiting a response. I have spent XXXX, XXXX XXXX and XXXX trying to resolve this issue. Numerous phone calls were made by XXXX XXXX and myself to have this issue resolved and thus far still won't accept my XXXX & XXXX payment.
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03/23/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
On XX/XX/XXXX we began the process of refinancing our home with XXXX XXXX XXXX ( XXXX ). Then on XX/XX/XXXX, we received our first mortgage statement with the first mortgage payment due on XX/XX/XXXX. We called on XX/XX/XXXX to make the payment over the phone because we had not set up our online account. We made the payment over the phone in the amount of {$2600.00} with XXXX. She took our payment and gave us a confirmation # ( which we have documented ) and we were good to go. Then we created an online account and viewed the website and were content with its ease of use. Then a few days later, we received a notice of Servicing Transfer dated XX/XX/XXXX from XXXX XXXX XXXX. It indicated that the new servicer was Nationstar Mortgage LLC dba/ Mr. Cooper XXXX This came as a shock as we had barely received our first statement from XXXX XXXX XXXX and no explanation as to why it was changing. The first week of XXXX we received a Notice of Servicing Transfer along with the welcome letter which included the payment stub to pay the first amount due XX/XX/XXXX in the the amount of {$2600.00}. My husband ( XXXX XXXX ) and I immediately called Mr Cooper informing them to add me ( XXXX XXXX ) as a XXXX party to access account information. Then on XX/XX/XXXX, we created the online account with Mr Cooper and even received a " Thanks for setting up an online account '' email. On XX/XX/XXXX, Mr Cooper had still not received our HomeOwners Insurance information which I was told would automatically happen when the loan was transferred but that did not happen. We had to contact our insurance department and prove the insurance coverage and ensure that it was included in the loan. After 1 week of trying to figure all that out we finally received a mail in the letter showing the insurance coverage was added. Then on XX/XX/XXXX when my payment was due I tried logging in to the Mr Cooper account online and I was unable to access it. It kept saying that the account could not be found. TO this day, XX/XX/XXXX I have still not resolved where my payment went and/or getting access to my online account. I have made several XXXX lost count ) phone calls and have been in contact with 1 person who finally gave me his email address with Mr Cooper with no response or resolution. ALL I want is to access my account on line and find my payment that I made to XXXX XXXX Mortgage on XX/XX/XXXX. My bank statement shows it went to them and in the amount of {$2600.00}. In hopes that someone can resolve this soon I am posting this complaint.
|
01/12/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
In XX/XX/XXXX I initially called Mr. Cooper ( aka Nationstar ) to inquire about the steps to remove PMI. Given the value of the home we purchased in XXXX had increased and taking into consideration payments made, our LTV met the 80 % criteria. I was told by the Mr. Cooper representative that we needed a certified appraisal and that the loan to value needed to reflect a value of {$420000.00}. I was told that I could use my own appraiser or one through Mr. Cooper, and that It could be a quick assessment online or a detailed. I paid for an appraisal and I submitted it on XX/XX/XXXX. When I did not receive a response, I called and the representative told me that my request was being rejected because the appraisal had to include pictures of every room in the home, which was not specified as a requirement, and that the report must state the improvements were completed since closing. This conflicted with the information I was originally given, which was that the appraisal could be a " quick '' appraisal for the cancellation request. I resubmitted the amended appraisal on XX/XX/XXXX and provided the requested information and receive a denial letter on XX/XX/XXXX. The denial reason was not specified in writing, and indicated I must call a representative. The representative indicated that the denial was because we had not owned the home for 2 years, that the review process was different due to the ownership timeline. I was not informed of this until this conversation which was very frustrating. I requested requirements and details regarding the denial in writing and they refused. Given the appraisal was still within the 120 day timeframe, I resubmitted the request after the 2 years had passed since closing on XX/XX/XXXX. I received another denial on XX/XX/XXXX indicating the Loan to Value comparison is based on the original purchase price and value instead of the current appraised value. I wrote another email on XX/XX/XXXX requesting the process for appeal and for more information. I received a call the first week in XXXX and the representative informed me that since 2 years had passed since closing, the LTV requirement was 70 % and that I would need to submit another appraisal. Every time I talk to a Mr. Cooper representative, they give different requirements to remove the PMI. I have asked for the process in writing and they refuse to provide it, they only review the requirements over the phone. I have asked for the appeal process and requested to dispute, but they have not provided anything in writing.
|
10/22/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
To Whom It May Concern : We, XXXX XXXX XXXX and XXXX XXXX are in receipt of your XX/XX/XXXX, Notice of Intent To Foreclose. We are responding according to the instructions on page 7 that read Unless you notify us within 30 days after receiving this notice that you dispute the validity of this debt or any portion thereof, we will assume this debt is valid. Please accept this letter as our notification that we dispute the validity of this debt. In XX/XX/XXXX, following a suspicious conversation with a Mr. Cooper representative, we contacted Mr. Cooper by email requesting a color copy of the original note and the assigned contract for the subject loan. Mr. Cooper sent a copy of the Note and DOT documents. We then contacted Mr. Cooper by mail in XX/XX/XXXX, requesting a color copy of the original Promissory Note for our property and any transfer documents that you have as proof that Mr. Cooper owns or legally represents the owner of the mortgage or mortgage note for our property at XXXX XXXX XXXX, XXXX XXXX, MD and we receive a copy of a copy instead of a color copy of the original documents as requested. In early XX/XX/XXXX, I attempted to refinance the mortgage with a reputable lender and take advantage of the extremely low fixed mortgage rates. During the application process, the potential lender explained to me that the information I provided in my application was incongruent with their findings. They further explained that Mr. Cooper has a {$0.00} lien on your property, essentially no mortgage. In response to their accusation, I provided them with our mortgage statement from Mr. Cooper to prove I was paying a mortgage to Mr. Cooper for said property. I was unable to proceed with the refinance and the feedback from this reputable lender reinforced our concerns from XXXX about Mr. Cooper having legal rights to our mortgage.
Further, Mr. Cooper has not reported our timely mortgage payments since they allegedly acquired the mortgage. The credit bureaus also show us as having real-estate mortgage of {$0.00}.
As stated in my XX/XX/XXXX letter, we have deposited the amount of the mortgage ( principal and interest ), taxes, and insurance into a savings account and monthly provided proof to Mr. Cooper of the monthly {$2500.00} deposit. We are gravely concerned about the authenticity of the documents that Mr. Cooper has provided, that Mr. Cooper is the legal representatives of the owner of our mortgage/mortgage note, and Mr. Cooper is legally authorized to continue collecting money for our mortgage.
|
05/03/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
To whom it may concern - I am writing to ask for help with my primary mortgage company, Nationstar Mortgage LLC, dba Mr Cooper. I have one major issue with this organization that I have been trying to get cleared up for over a year now, with no success. In addition I also have concerns regarding how this mortgage was re-financed back in XXXX.
With regard to the current issue, this organization has been incorrectly claiming that I am behind with my mortgage payments and that has been applied to my credit report, with a result of my credit rating going down significantly. In XXXX, XXXX, I contacted my credit union XXXX XXXX XXXX XXXXXXXX XXXX XXXX ) when I realized that my account did not have enough funds to cover the check I had sent to cover my XX/XX/XXXX mortgage payment to Mr Cooper. I asked the XXXX XXXX to cover the check while I moved money into the account, and they verbally agreed to cover the check. They did not cover the check however and it was returned to Mr Cooper. Mr Cooper did not send the check back to me but presented it again to my XXXX XXXX despite telling me that they would not re-present the check. The check was cashed but Mr. Cooper did not apply the funds to my account but instead put the funds into a holding account. These funds are still in this account and have not been applied to my account. Ever since they have been reporting my account as in arrears and have been applying late charges every month. I have tried talking with them but they refuse to credit my account or to remove the false late charges. I contacted the MN Atty General 's office to help but all they were able to get from Mr Cooper was that they would remove the charges and fees if I could provide written proof that I had talked with my XXXX XXXX, which of course I can't. Can you please help me get these false charges removed from my credit report and from my account? I do not see how they can hold my money without crediting it to my account. This has kept me from re-financing this awful mortgage with another more reputable company.
With regards to the XXXX re-financing issue, in XXXX I was trying to modify my SECOND mortgage as it was due to mature. I was told by my then FIRST mortgage lender that I HAD to modify my first mortgage at the same time I was not given a choice in the matter, despite not wanting modify the first mortgage. When the papers were presented I found that my payment terms had gone from a 30 year product to a 40 year product, and that the monthly payments were hardly different.
|
09/29/2023 |
Yes |
- Credit reporting or other personal consumer reports
- Credit reporting
|
- Problem with a company's investigation into an existing problem
- Their investigation did not fix an error on your report
|
|
Web |
|
Please refer to document XXXX for pre -submitted supporting documentation.
XXXX XXXX XX/XX/2023 Subject : Complaint Regarding Retaliatory Tactics and Account Status Changes To whom it may concern, I am writing to express my deep concern and dissatisfaction with the recent actions taken by Mr. Cooper Mortgage Company in response to my complaints. It has come to my attention that the company has engaged in what appears to be retaliatory tactics, specifically impacting my account history through repeated status changes.
To provide context, I have been a loyal customer of Mr. Cooper Mortgage Company for almost 20 years and have always made consistent and timely mortgage payments. However, over the past few months, I have encountered various issues with the company 's services, which I have brought to your attention through multiple complaints.
My concerns primarily revolve around inaccurate reports on my credit statements, which are CONSTANTLY CHANGED FROM TIME TO LATE. This is poor customer service, and it's been happening since XX/XX/2023. During my efforts to address these issues with your customer service department, I have observed an alarming pattern of account status changes that directly affect my credit history and financial stability.
It is disheartening to note that these status changes have occurred immediately following each of my complaints. While I understand that mortgage companies may need to review accounts periodically, the timing of these changes raises severe concerns about the company 's motivations and intentions. The sudden negative impact on my credit score and the financial stress these actions have caused me is entirely unacceptable.
I believe in open and honest communication to resolve issues, and I expect the same from a reputable company like Mr. Cooper Mortgage. I sincerely hope you will take my complaint seriously and investigate the matter thoroughly. I kindly request the following actions be taken : A comprehensive review of my account history focuses on recent status changes.
Transparent communication regarding the reasons for these status changes, particularly their correlation with my complaints.
Prompt correction of any inaccuracies or errors in my account history.
Assurance that no further retaliatory actions will be taken against me due to my complaints.
I believe in fair treatment and resolution of issues, and I trust that Mr. Cooper Mortgage Company shares these values.
Thank you for your attention to this serious issue.
Sincerely, XXXX XXXX
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12/13/2023 |
Yes |
|
- Struggling to pay mortgage
- An existing modification, forbearance plan, short sale, or other loss mitigation relief
|
|
Web |
Servicemember |
Mr. Cooper Mortgage Company Attn : Customer Service Subject : Urgent Matter Mortgage Payment Adjustment Dear Mr. Cooper Mortgage Company, I am writing to express my deep concern and frustration regarding recent changes to my mortgage agreement that have left me in an extremely challenging financial situation.
I have been a customer of Mr. Cooper Mortgage Company for several years, and I have always valued the professionalism and service provided by your organization. Unfortunately, recent adjustments to my mortgage payments have put me in a difficult position that I never anticipated.
The initial agreement we entered into for a 3.5 % refinance package, sent at the beginning of this tumultuous period, seemed to be a viable solution to my financial needs. Regrettably, I have observed that the terms of this agreement were not honored, and my mortgage payments have now increased to an unmanageable {$3900.00} per month at a 7.5 % interest rate.
As a result of this significant financial burden, I find myself unable to cover essential expenses such as utilities, my car loan, insurance, and even basic necessities like food for myself and my dogs. I am currently on XXXX XXXXXXXX, receiving {$1300.00} a month, and my car loan alone amounts to {$1000.00} monthly. This situation is unsustainable, and I am struggling to comprehend how I am expected to maintain a reasonable standard of living under these circumstances.
I understand that economic conditions can change, and adjustments may be necessary. However, the lack of proper guidance and information from your company 's representatives has compounded my difficulties. Given the severity of my financial predicament, I have filed for XXXX XXXX XXXX
I am reaching out to you in the hope that we can find a solution to this matter before taking such drastic measures. I request a thorough review of my case, taking into consideration the initial terms of the 3.5 % refinance package that was proposed. I am willing to work collaboratively to find a payment plan that aligns with my financial capabilities and preserves my ability to meet essential living expenses.
I appreciate your prompt attention to this matter and look forward to a constructive resolution. Please feel free to contact me at XXXX or XXXX to discuss this further.
My lawyer info is as follows XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Email : XXXX XXXX : XXXX XXXX F : XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX, FL XXXXXXXX XXXX XXXX XXXX XXXX Loan # XXXX
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05/24/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
While the XXXX letter is really long, and filled with details. As per usual its mostly phony superfluous verbose garbage that describes in great detail things that dont matter while omitting real substance that can be balanced.
The final agreed arrears are covered. However the fact {$6400.00} was paid on it was left out. Why?
Its left up to the imagination to credit that amount and guess what else has been added. But we do know the date I filed XXXX XXXX and the date it was dismissed. The product of the unpaid ( {$28000.00} ) and the months they would not allow payment without reinstatement. XXXX, XXXX, XXXX, XXXX, XXXX and XXXX, XXXX, XXXX at time of letter. That looks like XXXX {$23000.00} + XXXX??? = {$52000.00} sort of matches. Why not detail that stuff? Keeps us in the dark. Hard to dispute. Thats been the case for over a year. XXXX from XXXX XXXX had the idea to ask XXXX to show credits applied and their effect on the balance. This was never done, but it would have been a way to prove the canceled XXXX XXXX trustee checks were deposited but not applied. They just kept saying the payment were applied.
They werent. see XXXX and statements over {$30000.00} in mistakes From XXXX to fund was to be covered by XXXX. Note escrow is included.
I was unable to make XX/XX/2022 because of the reinstatement issue. No count of months was outline to be added to the total. We are seldom given enough data to balance and its intentional.
Note agreed arrears were entered at times when escrow was 200 % requirement. Because of misapplied payments. XXXX XXXX XXXX should match up month over months because they have always been paid as one payment. The fact the escrow does not match balance is proof of mistakes.
We see over {$30000.00} in mistakes despite denying any mistake was made for years. It should not be surprising that $ {$4900.00} overage in escrow turns into ( {$3700.00} ) then {$9000.00}.
The only good thig is XXXX is so bad at her job she leaves enough data to prove she has no idea what is going on. How could they be off by such substantial amounts. Even when others approve her work.
Lucky for me she outlines the overage in the phone call on the letter. I think they must use post it notes or something. Its insane. XXXX cant be the only XXXX to experience this. They nearly foreclosed on me.
{$6500.00} per the letter to reinstate or zero now its {$9000.00}.
*They have also refused to reveal how Ive XXXX a year in my amortization without overpayments. thats another complaint.
|
04/11/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
Our original mortgage lender sold our loan to Nationstar/Mr. Cooper in XXXX. Our loan has been with Mr. Cooper since early XXXX. Immediately, we set up automatic payments from our bank with the loan account information given to us by Nationstar/Mr. Cooper. For all of XXXX, payments were sent, accepted, and applied to our mortgage balance without complications.
In XXXX, Nationstar/Mr. Cooper began accepting our payments, DID NOT apply them to our account, sent them back to us 14 days later, charged us a late fee, and then contacted credit reporting agencies to downgrade our credit. As soon as we learned that there was an issue in XX/XX/XXXX, we sought to understand the source of the sudden problem and have a workable solution.
We have now spent hours on the phone, fax, email compiling supporting documents and communicating with their customers service department. We engaged in a three-way call with our bank. Our bank issued evidence of the ON TIME payments we were charged late fees for as well as the return of payments WITH NO EXPLANATION. Mr. Cooper would only issue letters from their " Research Department '' that the issue was being investigated and they would send us information in 30 days.
When the same thing happened in XX/XX/XXXX, I grew impatient and very upset. I used social media to call them out. Within 24 hours, Mr. Cooper had contacted me and reversed the late fees, backdated our payments and supposedly contacted the credit agencies.
BUT the damage is done. We can not trust this company. Our credit is already damaged. We have already had to work very hard to just get them to do their job.
We are seeking another lender at this time. It will cost us in XXXX, closing costs and time.
Mr. Cooper is running a spectacular scam -- take the money, hold the money, use it as they want for XXXX weeks, send it back, charge the customer a fee, downgrade the customer 's credit so they are beholden to Mr. Cooper because other lenders are leery of their recent credit history. Whoever thought it up is an evil genius.
It deserves an investigation. We deserve some recompense for our distress and the money will will spend to ensure we are no longer associated with the unprofessional and unethical practices of this company. We are fortunate that we CAN pay the fees associated with an increase APR and loan costs ; other people may not be so fortunate. BUT WE SHOULD NOT HAVE to incur these costs because of their mistakes.
Please help us.
XXXX XXXX and XXXX XXXX XXXX XXXX XXXX
|
03/09/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Incorrect information on your report
- Account status incorrect
|
|
Web |
Older American |
I had an existing mortgage with XXXX. In about XXXX, XXXX, at about the same time, I initiated a refinance AND XXXX advised that they were transferring my mortgage to Mr Cooper.
Due to the timing of these events, I never made a payment to Mr. Cooper. My last payment to XXXX was XX/XX/XXXX and my first payment to my new mortgage company ( XXXX ) was XX/XX/XXXX. This is as usual, having a month ( XXXX ) with no payment during a refi.
Closing on the refi was XX/XX/XXXX.
I never received a bill or statement from Mr Cooper.
I called Mr Cooper on/about XX/XX/XXXX because I was concerned that they did not show my mortgage as having been paid off, which should have happened by then. I asked if I needed to send a payment and the Mr Cooper rep told me that was not necessary because I was protected under RESPA ( this first time I had ever heard of RESPA ). He added that payoffs were taking a long time because of the volume of refis that were happening at the time.
Eventually, Mr Cooper was paid off and I started making payments to the new mortgage on XX/XX/XXXX. At this point, I thought everything was fine.
I then began noticing my credit score had dropped. I presumed, for a while, that this was because of the mortgage finance activity ( my understanding is that getting a new mortgage drops the XXXX score ). Then, I applied for a loan from XXXX, who I had done business with before. They declined my application for a loan ( XX/XX/XXXX ) because my credit report showed a late mortgage payment. This was when I was first aware of that something was wrong. I checked my credit report and found the late payment notice posted by Mr Cooper.
I filed an inquiry with Mr Cooper, providing them the necessary information. I got a notice back from them saying they would need more than 30 days to reply. I never got another notice from them.
I called Mr Cooper on/about XX/XX/XXXX to check on the status of my inquiry. I was advised on the phone that they had made the determination ( and supposedly notified me by mail, but I never got it ) that the reporting of a late payment was accurate and they would not change their report.
Bottom line : I never got a statement/bill/accounting notice from Mr Cooper. Mr Cooper became my mortgage company, involuntarily, because my loan was sold to them by XXXX. I never made a payment, nor was I expected to ever make a payment to Mr Cooper. The Mr Cooper mortgage was paid in full, on time, under the terms of RESPA. Mr Cooper violated RESPA by reporting a late payment.
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03/04/2021 |
Yes |
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- Trouble during payment process
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|
Web |
Older American, Servicemember |
I keep my mortgage paid one year in advance, plus make additional principal payment each month, Without fail, when I make the payment, the entire amount gets credited as additional principal, despite the confirmation page from the company saying I made one monthly payment plus additional principal. It doesnt matter if I make payment through the US Mail, utilizing the online payment system, or calling and speaking directly to an agent, the entire amount is still applied as principal with no monthly payment.
I then have to make numerous calls to customer service to try and get it corrected. One loan officer gave me her direct contact information, but she never answers her phone and does not return phone calls. Her voice message instructs one to contact her manager if immediate assistance is needed and gives his name/number. However, he does not answer his phone either. In fact, the voice message on his line is the same female voice of the original loan officer and not his at all. Sadly, they have stopped answering my calls at all, and as I said, no calls are ever returned.
I purchased my home 11 yrs ago and Nationstar LLC d/b/a Mr. Cooper is the 5th loan server Ive had. There has been no problem with me maintaining my one year cushion until Mr. Cooper purchased the loan in XXXX. Immediately I began to have issues of payments not being applied correctly, and it has continued every month right up until the present date. Mr. Cooper told me it is because one can not pay more than 6 months of a mortgage in advance. I told them XXXX ... .as long as my is current and not in arrears, I can have any additional funds applied however I please.
I am still fighting with the mortgage company trying to get them to apply funds as specified. Ive made enough payments so that my next payment should be due XX/XX/XXXX. However, the company has been misapplying the funds and after I got it straightened out, they decided to reverse the payments I recently made and re-credit them as principal only, thereby causing my next payment to be due 2 months earlier on XX/XX/XXXX. I DID NOT give permission for anyone to go into my account and convert funds from monthly payments to principal. They are systematically wiping out the financial cushion I prepared for myself.
I dont understand why this is so difficult. I make one monthly payment with {$1000.00} additional principal each month. Instead of the simple transaction I requested, there will be 10 or more transactions listed as taking place on the same day.
|
02/27/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
Older American |
I pay my mortgage and always have over a month in advance and it has normally been processed and reflected as paid on my next statement, or XXXX due for the upcoming month. on XX/XX/XXXX XXXX I paid my XX/XX/XXXX payment and it was credited correctly. On XX/XX/XXXX I paid my XX/XX/XXXX payment and they applied it as ADDITIONAL PRINCIPAL meaning my next advance payment on XX/XX/XXXX for XXXX was applied to XXXX and now I owe ANOTHER PAYMENT. The servicing company Mr Cooper knows and acknowledged the mistake and said they would adjust it. There were also supposed to call me back and never did so I called back and they pretended there was not record and said they would adjust the payment and apply it to XXXX, but it still has not been done. They have also not given proper notice of escrow increases and never gave me an opportunity to pay the difference to keep my payment managable and the same. The loan has been sold over five times and had five servicing companies, and SETERUS was even worse than Mr. Cooper about responding or adjusting even when they admit they made a mistaken application to additional principal when knowing I intended it as a monthly payment a few weeks in advance as I always do. I want this payment applied correctly because during this time business is very slow and I need the money and not to make an additional mortgage payment due to MR COOPERS mistake. These people will hound you all day long if you a day late, but never return calls or respond or escalate a situation where they have made an error and then deny that you ever even called. They do not give you an opportunity to bring your escrow up so that you don't increase your payments. Then they want you to go to online billing and and TRUST THEM. I am furious at the time I have to spend to get the right department and the actual person to service me hours on phone for this, when only a human can fix it, and even then, refuse to do so, causing me the fear of not having enough money right now and them forcing the books to look like I did not make a payment this month ... .Additional Principal XX/XX/XXXX {$50.00} {$50.00} {$0.00} {$0.00} {$0.00} {$170000.00} Monthly Payment XX/XX/XXXX {$1700.00} {$430.00} {$580.00} {$730.00} {$0.00} {$170000.00} Additional Principal XX/XX/XXXX {$1600.00} {$1600.00} {$0.00} {$0.00} {$0.00} {$170000.00} Additional Principal XX/XX/XXXX {$9.00} {$9.00} {$0.00} {$0.00} {$0.00} {$170000.00} Monthly Payment XX/XX/XXXX {$1500.00} {$420.00} {$580.00} {$570.00} {$0.00} {$170000.00}
|
03/31/2023 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
|
- Struggling to pay mortgage
|
|
Web |
Older American, Servicemember |
XX/XX/XXXX Good evening, First of all, I took out a Home Equity Loan around XXXX of XXXX with XXXX XXXX XXXX XXXX. Another Servicer took over the loan by the name of Nationstar/ Mr. Cooper . I wasn't notified from XXXX or Nationstar/Mr. Cooper about them taking over my Home Equity Loan. From what I gathered about Nationstar/ Mr. Cooper , they didn't even exist until XXXX. I fell behind with my payments due to the death of my Husband. Shortly after the passing of my husband, my daughter had to have XXXX XXXX on both of her XXXX. I couldn't work because, I had to care for my daughter after her XXXX and then, my daughter was diagnosed with an XXXX XXXX, which is a lifetime condition. This XXXX XXXX causes a lot of Therapy, hospitalization, Psychological Therapy Treatments and other Treatments. I couldn't work due to having to care and transport my daughter to and from her doctor 's appointments. I've tried working with Nationstar/ Mr. Cooper concerning, my Loan, of course they gave me a hard time. I had to file bankruptcy to protect me from loosing my home. I fill like, I've been defrauded since, they took over the loan. XXXX of XXXX, I was hospitalized with XXXX. Before I was hospitalized, I had a realtor representative who, was working for me on a short sale with Mr. Cooper, the first buyer backed out. My realtor had to search for another buyer. My realtor found another buyer to purchase my house. I had to be hospitalized again in XXXX of XXXX for a XXXX XXXX. My realtor was communicating with a representative with Mr. Cooper while I was trying to recover from my XXXX in the hospital. Suddenly, the communication between my realtor and Mr. Cooper just completely stopped. My realtor informed me that, the representative who she was communicating with about the short sale, wouldn't talk to her any more about the short sale. I tried reaching out to Mr. Cooper to let them know that I was in the hospital. They didn't seem to care. Mr. Cooper told me that, I couldn't get another short sale. The amount that they stated I needed to pay is, more than what my house is worth. They, tried to foreclose on my house on XX/XX/XXXX. I had to file bankruptcy in order to save my Home. Since, the bankruptcy got dismissed, now Mr. Cooper is trying to foreclose on my home on XX/XX/XXXX. I feel that, I haven't been treated fairly. I was only allowed one loan modification, when actually I should have been allowed two additional loan modifications. Please investigate this matter for me.
Thank You.
|
04/20/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
|
I am writing because I am unhappy, frustrated and wholly dissatisfied with my interactions with Nationstars Loss Drafts Department as it is holding my insurance checks hostage. Nationstar ( Mr. Cooper ) purchased my mortgage in XX/XX/2022 from my original mortgage company, XXXX XXXX. I received a notification letter informing me of the transfer. My home experienced water damage in XX/XX/2022 after a pipe broke. I immediately contacted my insurance company, XXXX XXXX, who subsequently sent a water mitigation company and then a repair company. After I sent the first check from XXXX XXXX to be endorsed by Nationstar, I received a letter in the mail informing me that Nationstar required a property inspection after repairs were completed. Whilst I was okay with the inspection, I was not at all okay with paying the cost of the inspection. What feels especially egregious about the fee ( s ) for the inspection ( s ) is that they are added to the principle of my mortgage balance which means I am paying interest on them. When I called to discuss this, I was made to go through an endless, confusing, automated phone tree where I rarely had the chance to speak to an actual human, and if I did they were either rude and unpleasant or based outside the U.S. with minimal English fluency. I am still trying to complete the repairs to my home. XXXX XXXX issued me two additional checks which were also addressed to Nationstar and at this time, it appears as though Nationstars Loss Drafts Department is holding my checks hostage. The last time I provided a check for endorsement, I was told I needed to send over the check and the adjustors worksheet and would receive it back in 2-5 business days. This time, I submitted the checks and the adjustors worksheets sent with each check. Instead, I received a phone call from XXXX XXXX who informed me that I would also need to provide the estimates from each of the companies that performed the repairs. I sent those over. She then stated that unless I paid for an inspection, she would not be sending the funds. Holding the checks from my insurance company hostage like this is unacceptable. I am writing to launch a complaint because as stated, I did not choose this mortgage company and did not give my consent to any of these policies and currently their refusal to issue me those funds is making it so I can not repair my home. At this time, I am still making payments on my mortgage in a timely manner and I have never had a single late or delinquent payment.
|
06/20/2022 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
|
My partner and I paid a {$4000.00} retainer to XXXX XXXX XXXX who promised to secure a loan modification with XXXX XXXX XXXX. We were told to not make any mortgage payments while the loan modification was being negotiated. XXXX XXXX XXXX told us to not communicate with XXXX XXXX XXXX, and that any written correspondence was to be forwarded to XXXX XXXX XXXX. We waited many months but never received a response to our application. Neither XXXX XXXX XXXX nor XXXX XXXX XXXX would return our calls, and we were left in limbo. During this time, the property came up for auction TWICE ; each time we were told to file XXXX XXXX bankruptcy. Eventually the COVID pandemic hit and caused delays and difficulty in reaching XXXX or XXXX, as well as making it difficult to reach appropriate government agencies to request assistance. During the COVID pandemic, my homestead became the target of a very disturbing tech-enabled real estate mobbing operation which has been disrupting my daily life and subjecting me to extreme forms of abuse for the past three years. Several individuals participating in this real estate mobbing operation have attempted to claim ownership of my property. Many false claims have been made which is causing a great amount of confusion surrounding the status of my ownership and everything related to the servicing of my mortgage loan which has recently been transferred to a new servicer. Upon receipt of the new company 's Welcome letter, it was discovered that the loan documents contained the wrong name and possibly other inaccurate information. The loan is under the estate of my mother, XXXX XXXX XXXX. I was verified as a successor in interest, and authorized as a third-party on the account, but I never assumed the loan. The property has some business tax liens from my mother 's company that were supposed to have been removed from the tax rolls. At this time, we have received notice from a law firm in XXXX that the property is scheduled for foreclosure auction on XX/XX/2022. We do not know who is foreclosing on our homestead. The XXXX received a default judgement against me in the past year, and we were lied to by the XXXX 's attorney who promised us an out-of-court payment arrangement. I am an independent adult living with XXXX. I feel that my XXXX has been used to discriminate against or to take advantage of me. I have also been told that by not having a XXXX or XXXX, that I am unfit to own my property in this community. Please help me save my family 's homestead.
|
11/07/2021 |
Yes |
- Mortgage
- Reverse mortgage
|
- Struggling to pay mortgage
|
|
Web |
Older American |
Nationstar claimed my house was foreclosed last XXXX ( XXXX ) and sale date was recently set for XX/XX/XXXX. I never received any notice of either hearing or judgement based on non-appearance ( only mail required regardless of receipt ). I have numerous correspondence with Nationstar including CEO asking for help in resolution before this action and never given responses or options. Prior, Nationstar had erroneously foreclosed and had took title of house in XX/XX/XXXX. I had an XXXX XXXX which was to avert disclosure and pay off most of the following year expenses for taxes and insurance. Foreclosure was vacated in XXXX but title not reversed until XX/XX/XXXX!!! after numerous appeals to company and lawyers. As a result of title issue, I could not buy insurance and taxes XXXX XXXX % due to loss of homestead appeal. In the meantime, Nationstar sold the loan first to XXXX around XX/XX/XXXX. I notified XXXX that I wanted to get forbearance under CFPB regs for lenders to " double down '' on helping borrowers avoid foreclosure. XXXX denied any knowledge of CFPB. I sent request in writing and never got response. Apparently, same lawyer represents both Nationstar and XXXX. Recently, loan was again sold to PHH with my asking for forbearance and no knowledge of CFPB requirements. Last week, I discovered that another party bought " mortgage '' of $ XXXX that was to be forgiven after staying in house for 2 years, apparently hindered by the change in title. Lawyers for Nationstar have been very uncooperative. Not returning calls for 10 days, taking almost a month for getting payoff data full of mistakes, refusing to even respond to my attorney in a timely manner when I am facing eviction in less than a month. I had a buyer but the delays and title issues may jeopardize. I believe that the law firm colludes with Nationstar to drag out responses until time runs out. I have already written to Secretary of HUD regarding the failure to follow procedure during the foreclosure process last year. I am now seeking help with CFBP to help. I have further evidence that the foreclosure may be in retaliation for a prior complaint sent to CEO of Nationstar. Further, the total lack of acknowledgment of CFPB existence and " double down '' efforts by banks probably impacts many who didn't work for the Secretary of HUD at one point and read through the regs. The lawyers avoid answering questions and providing answers. I fear that many other foreclosures will be made regardless of CFPB rules. Help!
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01/28/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
Older American |
On or before XX/XX/XXXX, I, was under XXXX XXXX Bankruptcy, which was completed discharged in XXXX, because it was over. From XXXX until XXXX multiple payments were made to Mr. Cooper by the Bankruptcy XXXX and payments currently show that theyre unapplied payments. This was informed to us by Mr. Coopers representative that Unapplied Payments are payments kept and held by Mr. Cooper, but are not applied nor reflect on the statement, until the rest of the balance is provided, which means current balance and amount owed in the account is incorrect. On or before XX/XX/XXXX, I received a Loan Modification rejection, due to missing information and documentation. I was informed by Mr. Coopers representative that the documentation used for this request was from XXXX, which doesnt apply to my current economic situation in XXXX. The above-mentioned documentation was a copy of my bankruptcy, provided by my legal representative. It included information from 7 years ago, and it was informative not a formal request for a Loan Modification since the property was part of the Bankruptcy at the time. In XX/XX/XXXX, I and my Daughter spoke to another Mr. Cooper representative to communicate my XXXX illness, irregularities on my statement and irregularities on the Loan Modification process.In addition to the above, I speak XXXX and all the information provided to me has been in XXXX. I informed all of Mr. Coopers representatives of my lack of understanding of the language in advance in the calls. On or before XX/XX/XXXX, a new Mr. Cooper representative provided my daughter and I with the correct Loan Modification process, online access information and where find correct Loan Modification procedures within your website. The representative added notes in my account of all the irregularities found in the account, and we informed the representative of how inaccurate information and internal improper processes in my account with from Mr. Cooper, has provided me emotional hardship and distress as an elderly person. Due to all the clear internal operational issues and the mismanagement of my account, I requested a deep review and investigation of my loan and no answer has been provided. So far it has been very complicated to obtain proper answers from Mr. Cooper and their lack of transparency makes it harder. Their rejections of loan modification are vague. My statements are incorrect due to the above reason and the interest are also incorrect since Unapplied Payments have not been applied.
|
07/17/2021 |
Yes |
- Debt collection
- Mortgage debt
|
- False statements or representation
- Attempted to collect wrong amount
|
|
Web |
Servicemember |
beginning when i first contacted Mr cooper via XXXX i have been manipulated the entire time 1.I was told that i needed to be in default to get a modification : this was misleading cause i contacted this business in good faith because of my pending financial pitfall ( after being current and never missing a payment or having a late payment ) for more than a year and i needed help and the rep lied cause the modification reason was to prevent unnecessary interest on my because of the setback 2.Mr cooper Doesn't process loss mitigation applications promptly : when information is given to this business in a timely fashion they hold on to it and then penalize the consumer by saying it wasnt timely filed 3. Mr cooper requires the same information already given to be given again : they claim that documents arent legible when they are or they need more information on the same data that was already supplied previously which causes a delay in the process cause you generally from MR COOPER you get a email DAYS before the deadline and its submitted only to be rejected cause THEY DIDNT GET TO IT even though documents are electronically timed stamped to show it was on time EVERYTIME!!
4. Mr cooper is NOTORIOUS for blatantly using incorrect income information in processing the net present value of a consumers income causing the modification to be rejected again even though Ive explained and emailed many people about this instance only to be ignored and pushed to foreclosure or short sale 5. Mr cooper either lies or is to big to function when it come to communications for a debt : i have three documents suppled by this business two letters indicating that they received my transmission and they had till XX/XX/XXXX and XX/XX/2021 to get back in contact with me. This is a classic automated tactic of this company cause if due diligence was performed they would have known i was communicating directly with the customers relations and modifications department in which i told them many times i was displeased etc yet they send a third party to my home to put a notice under my door because they couldn't get in contact with me me which is a lie. It might not have been in the manner they wished but they have been contacted by me every time they called via email which is why i guess i got they letters they would investigate and get back to me.
they have ZERO intention on helping they want to stick it too me cause they perceive me to be a deadbeat and tired of me complaining cause i was wronged
|
07/17/2021 |
Yes |
- Debt collection
- Mortgage debt
|
- False statements or representation
- Attempted to collect wrong amount
|
|
Web |
Servicemember |
beginning when i first contacted Mr cooper via XXXX i have been manipulated the entire time 1.I was told that i needed to be in default to get a modification : this was misleading cause i contacted this business in good faith because of my pending financial pitfall ( after being current and never missing a payment or having a late payment ) for more than a year and i needed help and the rep lied cause the modification reason was to prevent unnecessary interest on my because of the setback 2.Mr cooper Doesn't process loss mitigation applications promptly : when information is given to this business in a timely fashion they hold on to it and then penalize the consumer by saying it wasnt timely filed 3. Mr cooper requires the same information already given to be given again : they claim that documents arent legible when they are or they need more information on the same data that was already supplied previously which causes a delay in the process cause you generally from MR COOPER you get a email DAYS before the deadline and its submitted only to be rejected cause THEY DIDNT GET TO IT even though documents are electronically timed stamped to show it was on time EVERYTIME!!
4. Mr cooper is NOTORIOUS for blatantly using incorrect income information in processing the net present value of a consumers income causing the modification to be rejected again even though Ive explained and emailed many people about this instance only to be ignored and pushed to foreclosure or short sale 5. Mr cooper either lies or is to big to function when it come to communications for a debt : i have three documents suppled by this business two letters indicating that they received my transmission and they had till XX/XX/XXXX and XX/XX/2021 to get back in contact with me. This is a classic automated tactic of this company cause if due diligence was performed they would have known i was communicating directly with the customers relations and modifications department in which i told them many times i was displeased etc yet they send a third party to my home to put a notice under my door because they couldn't get in contact with me me which is a lie. It might not have been in the manner they wished but they have been contacted by me every time they called via email which is why i guess i got they letters they would investigate and get back to me.
they have ZERO intention on helping they want to stick it too me cause they perceive me to be a deadbeat and tired of me complaining cause i was wronged
|
07/03/2023 |
Yes |
|
- Credit monitoring or identity theft protection services
- Billing dispute for services
|
|
Web |
|
[ Your Name ] [ Your Address ] [ City, State, ZIP Code ] [ Email Address ] [ Phone Number ] [ Date ] Consumer Financial Protection Bureau Attn : [ Specific Department, if applicable ] [ Street Address ] [ City, State, ZIP Code ] Subject : Request for Assistance Regarding Negative Credit Reporting Dear Consumer Financial Protection Bureau, I hope this letter finds you well. I am writing to bring to your attention a concerning issue regarding my credit score adversely impacted due to a forbearance granted by Mr. Cooper 's mortgage company.
I am a responsible homeowner and have diligently made timely payments toward my mortgage with Mr. Cooper for several years. However, due to unforeseen circumstances, I faced financial hardship during the month of XX/XX/2022 and was granted a forbearance by Mr. Cooper which would break up XXXX 's mortgage into equal payments over the following six months. It was my understanding that this forbearance would not have any adverse impact on my credit history.
Regrettably, I recently discovered that Mr. Cooper reported the forbearance period as a 30-day late payment on my credit report. This inaccurate reporting has significantly affected my credit score and undermined my financial stability and future creditworthiness.
I believe that this negative credit reporting is unjust and unfairly tarnishes my credit history, considering the circumstances under which the forbearance was granted. I have diligently fulfilled my financial obligations and acted in good faith throughout this difficult period. It is disheartening to see my creditworthiness compromised as a result of the very assistance I sought to maintain my financial stability.
I kindly request the Consumer Financial Protection Bureau 's assistance rectifying this matter. I would appreciate your intervention in contacting Mr. Cooper 's mortgage company on my behalf to investigate the inaccurately reported 30-day late payment and request its removal from my credit history.
Enclosed are supporting documents, including correspondence with Mr. Cooper, demonstrating the forbearance agreement. I believe these documents will help substantiate my claim and support the urgency of addressing this matter.
I am confident that with your intervention, we can resolve this issue and restore the accuracy and integrity of my credit report. I sincerely appreciate your attention and look forward to a prompt resolution.
Thank you for your time and consideration.
Yours sincerely, XXXX XXXX
|
06/01/2022 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
Servicemember |
My husband who is a 100 % combat related XXXX veteran died on XX/XX/XXXX. Our home mortgage is in his name. I as the surviving spouse reported his death to Mr. Cooper mortgage company. With Covid effecting so many people I was offered forbearance for a year. I graciously took this. At the end of the year, I was told that I had forbearance till the end of XXXX, XXXX. I would be given the opportunity to renegotiate the mortgage terms as of XXXX, XXXX.
I have contacted Mr. Cooper on numerous occasions to get this process accomplished. Every time I am told that I did not send them complete information. For example, Mr. Cooper wanted verification of XXXX Retirement. They said they would accept either a letter from XXXX or 2 months of bank statements with the XXXX Retirement credited to my account. I gave them 2 months of bank statements. And I highlighted the deposits on each month to make it easy to identify. Six weeks after I submit these statements, I get a call from Mr. Cooper stating that they will NOT accept those bank statements and that they want the XXXX letter for the years of XXXX, XXXX, XXXX and XXXX. I immediately requested this information from XXXX but will have to wait for my request to be processed and sent to me via postal mail, before scanning and submitting to Mr. Cooper. XXXX has yet to supply me with the letters of monies sent as of XX/XX/XXXX.
Today, XX/XX/XXXX, Mr. Cooper called and stated that they wont accept the bank statements that I sent in from the XXXX XXXX website because it did not have my deceased husbands name on it. I told them that I notified the XXXX XXXX immediately upon his death and that the account was put into my name solely. I went directly to the XXXX XXXX to ask them to print out the statements with the XXXX logo and my name and account number on it.
It is now the end of XX/XX/XXXX. I am constantly getting more and more requests for Mr. Cooper and each time it is delaying the restructuring of this mortgage. I wanted to get this done in XXXX, XXXX before the interest rate rose so that I could get a lower mortgage payment.
I feel that this mortgage company is deliberately stalling the restructuring of this mortgage so that the interest rate will be higher and my payments would be increased. This is no way to treat the widow of a career XXXX veteran that became XXXX due to his time in service.
I would like the loan modification to be done at the interest rates as of early XXXX, XXXX with a reduced loan payments.
|
10/06/2021 |
Yes |
|
- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
|
|
Web |
Servicemember |
This is the second time I have complained and I will continue to file complaints until this is fixed.
First, the mortgage company, Mr. Cooper, did not inform us of the mortgage assistance programs they have after 3 phone calls. We interpreted that as an attempt to defraud.
Second, when we finally discovered the program, we began the application process. They explicitly state the underwriting is paused while we are applying. That was fine.
The process of applying was brutal and took a long time. We were denied. That is okay. But the process of us finding out was unlawful and unethical. You can not begin the underwriting on a loan and not inform the people responsible for that loan. That is what happened to us. We were denied and we were not informed until a week after the decision was made.
The company claims to have contacted us but I have no emails, phone calls or text messages from them letting me know that the application for mortgage assistance was denied. My first indication that it was denied was when I received notification on XX/XX/XXXX, screenshot attached, that I had a negative report on my credit report. I looked and saw it was Mr. Cooper. I thought it was a mistake considering we had not heard from the company about their decision. So I decided to wait, and call after the weekend.
Then I get a certified letter in the mail stating the mortgage was due. Granted, at this point, we still had not been notified of the decision concerning our application. Then 4 days after I got the hit on my credit report, we received an email stating we had a document to review. No phone call. No text message. No direct statement to make sure we received the information. On XX/XX/XXXX, see screenshot, we were notified of our denial.
I don't care that we were denied. Although we struggled for a couple of months, we are caught up completely and are looking to refinance with a different company so we no longer have to work with you. I have also spoken with XXXX XXXX and the VA regional home loan officer to make sure they are aware of how you treat veterans and to make sure your company is not allowed to hold VA loans.
You made no attempt to collect the debt before you reported that the payment had not been made. So you will fix the credit report. It does not hurt your company one bit to make this right. But it will hurt your company to continue to act unlawfully and unethically with a veteran and person of color, both protected classes. You will fix this error.
|
02/24/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Incorrect information on your report
- Account status incorrect
|
|
Web |
Servicemember |
On XX/XX/XXXX, I sent a letter to the Chief Credit Officer with a copy to the Chief Legal Officer disputing certain negative reporting on my credit report related to my mortgage loan. I disputed a late payment on XXXX XXXX and another one on XXXX XXXX. I received a communication from the lender indicating that the XXXX XXXX payment had been removed, but the communication did not address the status of the XXXX XXXX dispute. On XX/XX/XXXX, I spoke with a representative regarding the dispute at which time they indicated that a dispute was being opened and that they would communicate their finding within 30 days. I received no update. On XX/XX/XXXX, I spoke with another representative regarding the XXXX XXXX late payment. I was told that because the dispute on XXXX XXXX, XXXX was verbal, the lender was not obligated to respond within 30 days. At that time, I told the representative that I had provided a written communication of the dispute previously. She gave me an email address to which I could send evidence of the written communication. On XX/XX/XXXX, I emailed the documents to the lender at the email addressed they provided to me. I called and spoke with another agent on that date and was told that the dispute was being elevated to the credit branch, and that they would get back with me. On XX/XX/XXXX, I called and spoke with an agent who transferred me to another agent, XXXX, in the escalation unit. XXXX indicated that they had responded to me in a letter dated on or about XX/XX/XXXX. When I pointed out that the XX/XX/XXXX letter only addressed the XXXX XXXX late payment, not the XXXX XXXX late payment, he indicated that it was " still a response. '' I told him that it was not a response, because it did not address the second dispute. I told him that they needed to remove the late payment from my credit file, since they had failed to respond within 30 days of the dispute, as required by the Fair Credit Reporting Act. He told me that they would not remove the late payment. I disputed the payments because the originator of the loan, XXXX XXXX XXXX XXXX, and the servicer of the loan, Nationstar ( now Mr. Cooper ) have long enjoyed a co-branding agreement where in they encourage customers to make payments via the XXXX website and mobile app. The servicer indicated during my communications that they record the payment as of the date it clears, not the date the payment is initiated. Because of the strong co-branding, most customers are unaware of the distinction.
|
03/26/2020 |
Yes |
- Debt collection
- Mortgage debt
|
- False statements or representation
- Attempted to collect wrong amount
|
|
Web |
|
Near the beginning of 2016, I reached out to Nationstar Mortgage, who was servicing our mortgage at the time, to obtain a loan modification. I was offered a loan modification, which required that I first make three trial plan payments in the amount of {$1000.00}, beginning in XX/XX/2016.
On XX/XX/2016, Nationstar Mtg received the first trial payment in the amount of {$1000.00} + {$9.00} payment fee = {$1100.00}.
On XX/XX/2016, Nationstar Mtg received the second trial payment in the amount of {$1000.00} + {$9.00} payment fee = {$1100.00}.
In XX/XX/2016, we sent the third ( final ) trial payment to Nationstar Mtg in the amount of Nationstar Mtg received the first trial payment in the amount of {$1000.00} + {$9.00} payment fee = {$1100.00}, although the statements maintained by Nationstar Mtg do not reflect this payment. They instead asserted that we made a " partial payment '' and the monthly statement reflects a " partial payment ( unapplied ) '', although the statement does not show that this payment was received in the transaction history. If you look at the previous statement dated XX/XX/2016, in the section labeled " Past Payment Breakdown '' you will see two partial payments, one which includes an amount of {$1000.00}, and a Year To Date total of {$1000.00}. On that statement, you will also see a payment in the Transaction Activity in the amount of {$2300.00}. This statement includes multiple errors. Our bank records do not coincide with Nationstar 's purported accounting. Our bank records reflect the first two trial payments in the amount of {$1100.00} ( {$1000.00} + {$9.00} payment fee ) withdrawn on XX/XX/2016, and {$1100.00} ( {$1000.00} + {$9.00} payment fee ) withdrawn on XX/XX/2016. There are no other withdrawls from our account for the XXXX ( third trial ) payment, not for the amount we actually paid in XXXX ( {$1100.00} ) nor for the partial payment amount ( {$1000.00} ) that Nationstar purports that we paid.
On XX/XX/2016, Nationstar Mtg. sent us a refund in the amount of {$1000.00}. They rescinded their offer to modify the mortgage, and told us that they would not accept any further payments from us unless the entire balance was paid in full. Seven days later, on XX/XX/2016, Nationstar Mtg filed a foreclosure suit against us.
These servicing errors have forced us into foreclosure. It would be unjust for Nationstar Mtg to sell our homestead property at foreclosure auction, and request that this issue be further investigated by the CFPB.
|
03/27/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
The company that services my mortgage is Mr. Cooper. This company has proven to be incompetent, unreliable, and untrustworthy regarding the servicing of my mortgage. Here are some of the issues I have had with them : My XXXX homeowners insurance premium of {$2800.00} was due by XX/XX/XXXX. Mr. Cooper did not pay that premium in a timely manner and my homeowners insurance policy was cancelled due to nonpayment. ( I had to contact my insurance agency to work on my behalf and eventually the policy was reinstated. ) In XXXX of XXXX, after an Escrow analysis showed there was a shortage of {$3700.00} in the account, I called Mr. Cooper and asked if I could pay the difference for that Escrow shortage so that my mortgage payment would not increase. The agent advised me I could do that, so I paid that {$3700.00} over the phone to her, and I specified that that money was to be applied to the Escrow account. However, that money was mishandled and incorrectly applied as XXXX separate mortgage payments -- XXXX in the amount of {$1900.00} as a " monthly payment '' and XXXX in the amount of {$1800.00} as an " additional principal '' payment. When I called Mr. Cooper to have them correct the error, I was told that they could not fix it because it was too late. After speaking with different people over the course of several days and pushing for them to correct their error, they finally corrected the error and applied that {$3700.00} appropriately to the Escrow account.
My XXXX homeowners insurance premium of {$4100.00} was due by XX/XX/XXXX. Mr. Cooper did not pay that premium and my homeowners insurance policy was cancelled due to nonpayment. I called Mr. Cooper and an agent apologized and advised they would overnight the check to my homeowners insurance company.
When Mr. Cooper paid that late XXXX homeowners insurance premium, it did so XXXXpaying {$4100.00} on XX/XX/XXXX and then paying {$4100.00} again on XX/XX/XXXX. As a result of their overpayment, there is now a negative balance in my Escrow account.
On XX/XX/XXXX, I received a check from my homeowners insurance company for the {$4100.00} overpayment mentioned above. I called Mr. Cooper and was advised that I should cash the check, make an Escrow payment in that amount on the website, and then call them to advise I did so. I am not at all confident that when I make that payment as an Escrow deposit it will be correctly applied to the Escrow account. Instead, I am afraid it will once again be applied incorrectly.
|
11/05/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
- Trying to communicate with the company to fix an issue while managing or servicing your loan
|
|
Web |
|
Complaint Regarding Cybersecurity Incident and Financial Concerns with Mr. Cooper I would like to file a formal complaint concerning a cybersecurity incident reported by Mr. Cooper on XX/XX/2023. Since the incident, both their website and phone access have been inaccessible, leaving customers like me in a state of distress and uncertainty.
My primary concerns are as follows : 1. **Inability to Contact Mr. Cooper : ** As a customer, I have been left with no means to contact Mr. Cooper to address my concerns and inquiries.
2. **Property Tax Payment : ** My property taxes are due on XX/XX/2023, and they are typically paid through my escrow account. I fear that due to the cybersecurity incident, Mr. Cooper may not be able to make the payment on time, which could have serious consequences for my homeownership.
3. **Personal Data Compromise : ** I am worried about the extent of my personal data that may have been compromised in the breach. This includes my social security number, place of residence, and ACH information, which could lead to potential identity theft and financial loss.
4. **Account Access and History : ** With the website and phone access disabled, I am unable to access my account information, such as my payment history and current balance. This has implications for my ability to manage my finances effectively.
5. **Extra Principal Payments : ** I make additional payments towards my loan 's principal every month to expedite its repayment. I want assurance that these extra payments will be correctly applied, given the circumstances.
6. **Fees and Interest : ** While Mr. Cooper has assured that there will be no fees incurred during their efforts to resolve the issue, my concern extends to the potential extra interest accruing on payments and additional payments that may not have been processed during the downtime.
7. **Upcoming Tax Payment : ** My greatest concern is the impending property tax payment due on XX/XX/2023. I have already contributed to my escrow account for this payment and can not afford to make it separately.
I kindly request the CFPB 's assistance in addressing these pressing issues and ensuring that Mr. Cooper takes appropriate actions to safeguard its customers ' financial interests and data security. Your intervention in this matter is greatly appreciated, as it has a significant impact on my financial stability and peace of mind.
Thank you for your attention and assistance in resolving this matter promptly.
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10/04/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
- Fees charged
|
|
Web |
|
On XX/XX/2023, Rushmore Loan Management Servicing LLC was paid for the months of XXXX, XXXX, XXXX, and XX/XX/2023 Mortgage payments with the grant of {$12000.00} ( Maryland Homeowner 's Assistance Fund ). The XX/XX/2023 mortgage statement indicated the amount total amount due was {$11000.00}, which includes {$260.00} late fees. The Maryland HAF grant of {$12000.00} paid for the past due mortgages for XXXX, XXXX, and XX/XX/2023 including late fees, as well as paid in advance XX/XX/2023 mortgage payment. ( RLMS Loan # XXXX ) On XX/XX/2023, the loan was transferred to new servicing XXXX XXXX XXXX XXXX Rushmore Servicing with new loan XXXX XXXX. The new XXXX XXXX is charging additional late fees totally {$340.00}, which were already collected prior to transferring the loan, but were not adjusted /credited by the prior servicing. The new loan setup documented transaction history indicates that the escrow balance of {$9100.00} was sent as transaction no. 11 and the surplus collected last fees was sent as transaction 12 in the amount of {$340.00}. The prior servicing told me that the surplus of {$540.00} was being sent with the escrow balance for the new servicer to make the adjustment ( {$12000.00} minus XXXX = {$540.00} surplus ). The escrow analysis has been completed and they are refunding me {$150.00} ; however, they are still not acknowledging the the former loan servicer transferred the {$340.00} late fees paid. Also note that they are illegally assessing a late fee for the month XX/XX/2023 mortgage which was paid and received in advance in XX/XX/2023. The grace period on my loan for late fee is after the XXXX of the month. XXXX was received prior to the month of XXXX and prior to the grace period deadline ; however, both the Rushmore Servicing will not make the adjustment to my account. The entire late fees for XXXX, XXXX and XX/XX/2023 were paid with the signed agreement between Maryland Homeowner 's Assistant Fund and Rushmore Loan Management Servcing LLC. The new Rushmore Servicing has employeed the former employees of prior servicing has been provided all of the document sent via at mailed XXXX XXXX XXXX, XXXX, TX XXXX. I am dealing with the same employees in the dispute department because the former and new servicing are the same personnel who will not take action to correct the late fees charges on my mortgage loan. I am current on my mortgage and the next payment due is XX/XX/2023, with the grace period for late fee applied by the XXXX of XXXX.
|
08/23/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Older American |
Years ago, I got a loan with XXXX XXXX. Later they transferred the servicing to Mr. Cooper. When the loan was first transferred, Mr. Cooper added an escrow account. I told them I paid XXXX th more in interest to not have an escrow account. They told me I had no choice and I had to pay into an escrow account. I would fight them and they would finally delete thee escrow account.
3 years ago, Mr. Cooper placed lender insurance on my account even though I had provided proof of insurance. During this time I called repeatedly about this and they refused to change the lender policy and accept my insurance policy. Therefore, I was forced to pay 2 insurance companies. Finally, I was able to get someone on the line and proved I had insurance and they refunded 3 years of impounds.
Trying to be proactive, I called Mr. Cooper to make sure they got my insurance. At that time, I found out they stopped my auto payment and I was delinquent. Again, I tried to setup autopay and have not been able to do. I did get confirmation that they had my XXXX insurance policy. The policy in affect at ths time dates from XX/XX/XXXX to XX/XX/XXXX Even though they have a paid receiupt of approximateyt {$3800.00} and a policy showing paid in full, Mr. Cooper sent another check of approx. {$3800.00} to my insurance company. My insurance company has denied receiving this payment. This means I have paid my insurance twice. To make matters worse, included in my {$3800.00} amount is insurance for 4 other properties. This is a blanket policy for my rental properties, They are charging me interest on this amount even though they admitted they had proof of full payment for my 1 year policy. They are now telling me, I have to wait for the insurance company to cash the check and send me a reimbursement. That could take at least 6 weeks. Then I am told I have to mail that check to them to be put in my escrow account which I shouldn't have to pay. They want 1 year premium in the account in advance.
I spend almost 4 hours every monthly trying to work out problems like this with Mr. Cooper. They want to increase my payment from {$390.00} to {$970.00} per month. .Also, they have created overdrafts for me by increasing the amount of payment with no notification.
Please help me to get my {$3800.00} back from Mr. Cooper. Please get Mr. Cooper to reimburse me for the interest charged on this amount. Please help me to stop Mr. Cooper from collecting impounds.
Thank you for your assistance.
XXXX
|
03/06/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
Older American |
When Nationstar took over the servicing of the loan from XXXX XXXXXXXX XXXX they started refusing to accept my payments and started send them back to me putting the loan in default. I did everything I could to stop them from doing this, continued making the payments that were stated on the XXXX loan modification from XXXX XXXX XXXX but they still refused to accept the checks that I sent in. They denied that I had made every payment since the beginning of the recorded loan mod even though I sent them all of the checks that XXXX XXXXXXXX XXXX had cashed.
I had several people try to talk to them including attorneys, fraud investigators, and loan mod companies but they were unwilling to look into their errors and kept denying that there were errors.
I finally was told by attorneys that the only choice I had was to sue them. I have been in a lawsuit with them for years and the court is now awaiting the results of the case called XXXX XXXX XXXX XXXX and said that they would decide on my case after that case was decided. Nevertheless, Nationstar is trying to sell my house in a trustee sale. It is causing the reduction in value of my house and many uninvited people are coming to my house and calling nonstop trying to buy it for way less than the actual value of the house. Having strange people show up at my house unexpectedly is causing stress to my pets and to me.
I do not want to sell my house and I plan to stay here as I have put a lot of money into this property and I have lived here for 27 years. I know all of my neighbors and I feel safe here except for the people that Nationstar is causing to come to my house uninvited as they are advertising it for sale on their XXXX web site. I tried to have them do another loan modification but they will not talk to me or to the loan modification companies who tried to help me put the documents together and submit them to Nationstar. I have tried several companies and they all said that Nationstar will not communicate with them even though my attorney has given them the authorization to talk to these companies.
They are making it impossible to do anything but sue them.
Apparently the CFPB and AGs have already sued them for the exact same things in my lawsuit and they settled with them which seems to just give them license to continue with their unlawful ways. This needs to be corrected.
Nationstar just thinks that they are above the law and if someone does not stop them they will continue to hurt many people.
|
01/20/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
XX/XX/XXXX Nationstar accepted the amount of {$170000.00} from me.
XX/XX/XXXX, Nationstar refused to credit the full amount of interest collected from me and held {$14.00} of interest collected in a suspense account where it remains as of today XX/XX/XXXX, holding the loan open with XXXX XXXX as the current owner, 8 years after the loan was overpaid to Nationstar. See attached XX/XX/XXXX, Nationstar refused to credit my payment to them for lenders fees of over {$1900.00} and still holds the amount uncredited in a suspense account, without any proof of services these fees were originally collected for, leaving my loan open, and under paid. See attached.
XX/XX/XXXX Nationstar over charged me for late fees collecting {$2800.00} when I only owed {$1500.00}, and made an inaccurate payment allocation of {$11000.00} that causes the appearance that I was late for 196 months. See attached.
This conduct caused 6 years of repeated reporting that I was currently 120 days or more past due, repeatedly claiming I was under a partial payment agreement, with Nationstar as of today claiming their outside counsel will not allow for the suspense account to be emptied and amounts credited to what they were charged for.
After 8 years, I can not apply for a residential loan because I can not explain why Nationstar claims I had XXXX current payments on an XX/XX/XXXX Verification of Mortgage, nor can I explain why a suspense account is still existing, nor why the company refuses to fully credit my final over payment to the company accepted XX/XX/XXXX.
I sent a notice of error XX/XX/XXXX to which I have received no response.
I filed a complaint in XX/XX/XXXX with your agency and the attorney just emailed an account history proving my claims above without any correction at all.
I sent a request for closure of the suspense account and inaccurate payment allocation of {$11000.00} to late fees in lines XXXX and under credit of interest paid in line XXXX XXXX XX/XX/XXXX and have received no response.
I have asked twice for proof of services for the uncredited payments for unearned fees held in suspense in lines XXXX and the company has provided me with no proof of any services or nor have I received a certified copy of the checks claimed to have paid over {$1800.00} in non descript advances in XXXX This conduct violates 12 USC 2605 but 15 USC 1639 ( f ). As of today, I am not able to find relief in corrections that the law states no servicer shall refuse to correct.
|
11/09/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
- Application denials
|
|
Web |
|
Hello I am contacting you for home loss prevention. I am current in all payments of mortgage and property tax and have never defaulted even in the past ever since the house was purchased in XXXX. My XXXX son is on the XXXX of XXXX XXXX his benefits and the good public schooling of my kids are both connected to our home address.
This is to kindly let you know that I have a conventional XXXX XXXX loan with 30 year term and my loan assumption application has been denied by Mr. Cooper the mortgage lender and all because they need an income of {$10000.00} per month and mine is {$6200.00} including everything. I am already their client and bought this house in XXXX. All they are required to do is to remove my XXXX XXXX XXXX name off the loan entirely.
My home situation is fragile as I am a XXXX mom with XXXX XXXX XXXX XXXX XXXX boys in my full physical custody and this house is the only asset I have got in my divorce, I have always been able to keep up with all debt obligations after divorce And is solely taking care for 2 years of my mortgage and property taxes. I would not be able to buy another home after selling this and my rent alone would be {$3000.00} per month in XXXXXXXX XXXX which is equal to the mortgage I pay month to month. Please talk to Mr. Cooper my mortgage lender let them see my side, the title of my house is solely in my name and the mortgage has both my and my ex name on it and his name is to be completely removed. The equity of this house is almost equivalent to what I owe {$610000.00} in the house so why can't the equity of the house be my co-signer and my ex name be totally removed from the liability? I am also open to the idea of loan modification with the years of mortgage payment increasing to lets say 40 years from 30 years to bring the monthly premium down from {$2900.00} to much lesser so the debt to income ratio looks healthier and I get approved for the loan assumption but only if it continues to be the same rate of interest as 3.375 %. But denying my loan assumption application just because there is debt income disparity doesnt explain it. I am a XXXX woman, am a U.S. XXXX, just trying to raise my kids in a safer environment and this house is crucial for that growth. Kindly help. Under our current XXXX XXXX XXXX XXXX case court is making orders forcing me to sell the house if my exs name doesnt come off by XX/XX/XXXX. So the matter is really time sensitive and Mr. Cooper is aware of it.
Thank you XXXX XXXX XXXX
|
04/30/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
My mortgage loan was transferred to Nationstar mortgage llc dba Mr. Cooper, which also assumed the service to pay my home insurance through my escrow, on or around XX/XX/XXXX. With no issue, they paid my home insurance policy XXXX, on or around XXXX XXXX, XXXX.
However, fast forward to XXXX my policy XXXX was not paid when due, on or around XX/XX/XXXX. Mr. Cooper requested verification of hazard insurance on property or they would buy insurance for my property at a higher cost, so I provided the policy multiple times. So did my home insurance company.
I got another letter from Mr. Cooper requesting Insurance Info so I sent another copy of the policy to them & then I noticed my name wasn't on the policy ( just my husband 's, which he is on the mortgage & title of property ) so I had my name added, on or around XX/XX/XXXX.
Not sure why this would stop them from paying my insurance but I did it anyways for peace of mind.
Insurance company sent copy of this change with payment due to Mr. Cooper, on or around XX/XX/XXXX. I received no calls or letters from Mr. Cooper so I assumed all was well.
Come XX/XX/XXXX, Mr. Cooper still didn't pay my insurance and my insurance was cancelled. I called Mr. Cooper and spoke to a couple of reps with no success to resolve the issue. They didn't even know how to answer me on why my insurance was not paid.
My Insurance company would not reinstate nor re-write my policy due to the length of time the policy was not paid. This forced me to get quotes for a whole new policy in which some were hesitant to provide due to this lapse in non-payment of policy.
I received new policy but they would only start it from the date of write-up XXXX. Now Mr. Cooper has charged me {$2900.00} through escrow ( double the cost of my current policy ) for the lapse in coverage.
Why would I be liable for this when it was due to their negligence and fault on why I have a lapse in coverage? Wouldn't Mr. Cooper be liable for any gap in my insurance as they did not pay out of what I already had in my escrow account for my home insurance policy ( XXXX thru XXXX ) that I already had in place and they received document from insurance company that it needed to be paid multiple times?
I've already sent multiple emails and letters to the company with no resolution. Only response is regurgitated docs that we already know but no response to the specific issue.
I have the formal complaint letter sent to Mr. Cooper and will provide if needed.
|
12/27/2019 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
The Mortgage company caused me financial hardship then they block me from protecting my investment by blocking me from making payment and refusing payment while I was with in my grace. the extended lock out allowed a negative escrow to grow then they started modification process but since I had one last year they are unwilling to correct the error they caused, I pray I am not going to loose my home as a result of the mortgage companies inadequacies. I would appreciate any assistance we intend to stay in our home. but feel they should modify this error they caused so we can continue to pay the agreed amount granted to us in XX/XX/2019 after they had botch the modification we were granted last fall they had to go back in because they left out the our impounds account from that past modification in error, it took them a while to correct that they got it al corrected then this issue happened. they keep coming up with different past reasons for why they wont current they payment issue, if they would have collected the payments then it would not be a large amount owing now, since they obstructed my rights, by not taking the payments I am writing this complaint. that is predatory and an attempt to rob us of our equity in the home which is over 150K we owed XXXX before the botched modification last fall that _ where they left out the impound accounts- they corrected in the summer. we now owe XXXX but instead of paying the agreed payment XXXX XXXX XX/XX/19 they changes it to XXXX fall XXXX then supposedly after they fix they escrow issue we paid this even though it above the workout agreement. next I sign up for auto pay at my credit union and sent two payments by mistake. I called then told them to only cash one. they ran them both. then after that they refused all payments. I was not even late I was with in my 30 day cycle. it became late because they were asking for like a triple payment in a lump sum or nothing., then they refused payment- so they caused this issue by refusing the payments, then not taking ownerdhip of the error then blaming me as if I didn't have funds to cover the payment. I sent them proof I had funds, sent them proof of there error. they have so many different people calling and handling the account it is a total mess. the dedicated point of contact does not answer incoming calls. and is for all intents and purposes unreachable as far I I am concerned, please see my attached correspondence and documentation to validate my claims.
|
01/21/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
|
In XXXX I needed to file for bankruptcy. This was due to a hardship and fell behind a couple of months during my loan with XXXX. On XX/XX/XXXX, I had the bankruptcy discharge in the amount of {$33000.00}. The amount included my late payments, lender fees, attorney fees and interest ( Attachment 4 ).
Sometime at the end of XXXX, XXXX sold my loan to XXXX. When XXXX received my loan and I started to get mortgage statements, they wanted to charge me interest for 1172 days delinquent in the amount of {$92000.00}. Since I had made every payment during and after the bankruptcy, I questioned them about this ( also contacting my bankruptcy attorney ) to find out why I was charged interest during the bankruptcy period. ( See Attachment 1 ) On XXXX XXXX, XXXX I received a breakdown of payment history that included {$410000.00} of delinquent interest. After contacting my bankruptcy attorney, I was told that they could not charge me interest during my bankruptcy payback period since my regular mortgages were paid on time.
At this time I owed approximately $ XXXX on my mortgage. When XXXX sold to XXXX the amount owed on the mortgage went to {$260000.00}. I contacted the Department of Banking. I was told XXXX informed them I did not have hazard insurance, even though I did, and that is what the fees were for. DoB informed me that XXXX had a lawsuit for just this issue, which I knew, and had actually filed a suit with ( Attachment 2 ) was provided proof of this, and in XXXX of XXXX I received a statement saying I now owed XXXX, not XXXX. Some improvement - but still not correct.
XXXX then had me sign a HAMP for $ XXXX because if I did not, my payments of $ XXXX would go to over $ XXXX.
Then XXXX was bought my Mr. Cooper in early XXXX. In XXXX of XXXX I received my first statement with additional Lender Fees of {$22000.00} ( Attachment 5 ).
I have been asking for over 3 years for a breakdown of these " Lender Fees '' and sending documents of everything they have asked of me - multiple times.
I even inquired about refinancing with Mr. Cooper, and ironically,, they said they would drop the $ XXXX but my payments would only decrease by $ XXXX.
I decided to go with someone else, and ironically, after another mortgage company asked for a payoff amount in XX/XX/XXXX, I received notification on XXXX XXXX that they are selling my mortgage to XXXX XXXX XXXX XXXX.
I am at my wits end. I can not get a straight answer and nothing is adding up. Please help.
|
03/17/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
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Dear Sirs, I wish to report a complaint about a mistake by the Mr. Cooper mortgage company has made on my mortgage. We always pay a normal house payment that includes, principal, interest, taxes, and insurance every month to be applied to the upcoming month... example : we pay for XXXX 's house payment at the end of the preceeding XXXX, XXXX is paid at end of XXXX, XXXX is paid at the end of XXXX, etc.
On XX/XX/XXXX for this year, we sent our NORMAL, regular house payment for XXXX as is our normal methodology. For an inexplicable and admitted mistake, Mr. Cooper took our full XXXX payment and decided, with no direction or input from us, to apply the entire amount to principal ( pay-off ), then later in XXXX sent us a note that we had not paid XXXX and were late and were being charged a late fee. No, we sent XXXX payment as is our normal custom on XX/XX/XXXX, on-time, to be paid for the month of XXXX. Then when we discovered that they said we had not paid for XXXX we called to prove to them that we did pay it. That is when the customer service lady admitted that a mistake was made and it was all applied to principal. I figured they could then remedy this situation. Instead they gave me the sad song there was nothing they could do and I should report the problem to their complaint email of XXXX.
I did in fact make such a complaint letter and sent it off electronically XX/XX/XXXX. Also earlier that same day of the XXXX we sent in our normal house payment for the month of XXXX on XX/XX/XXXX but they applied that for XXXX, effectively making me now late for XXXX, even though we paid it XX/XX/XXXX.
I sent them a letter as directed by customer service on XX/XX/XXXX. To date, they have not acknowledged their mistake, taken any action to explain their lack of resolution, they have ignored making response to my letter of complaint.
Tonight I called them to ask for updates but the line said wait time ( at first ) was over an hour and then later during the hold time it was moved to more than 2 hrs. I waited on the phone until XXXXXXXX XXXX cst at which point the line deliberately disconnected from their end with no announcement and XXXX full minutes before the cut off time of XXXX cst. I immediately called back before XXXX and they reported they were closed.
Regrettably their actions are a financial hardship and should be easy to remedy but to date I have been ignored. For this reason I am seeking your assistance to lodge a complaint to seek remedy.
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05/05/2022 |
Yes |
- Mortgage
- Other type of mortgage
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- Struggling to pay mortgage
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Web |
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In XXXX I refinanced my three properties with XXXXXXXX XXXX
XXXX XXXX XXXX XXXX XXXX XXXX, FL XXXX Primary XXXX XXXX XXXX XXXX XXXX XXXX, FL XXXX - Mother-in-law home XXXX XXXX XXXX Ter. XXXX XXXX, FL XXXX home The Mortgage officer informed me the only way they would do the loan is if they bundle the three properties under one mortgage and that the loan would have to be under my company name.
Because my wife had XXXX and we were needing the funds we took a {$630000.00} across the three properties which at the time were worth {$1.00} XXXX It was supposed to be a temporary loan for 2-years and then they said I could refinance with a conventional mortgage afterward, but if I needed it for my family I would have to do this.
In XXXX of that year, Mr. Cooper sent notice they were servicing the loan.
The pandemic hit us like so many people and I reached out to request a forbearance or assistance from Mr. Cooper. They told me I needed to go BACK to XXXX who originated the loan. I spoke to the individual and they said they would put through the forbearance.
in XXXX of XXXX, I received notice XXXX XXXX was beginning Foreclosure on the properties. When I contacted them, they stated XXXX did not place the forbearance at all and because the loan is against the three properties I wouldn't be eligible.
Unluckily the pandemic slowed everything down as I franticly looked for a solution.
I was eligible at the time for refinance but was told that I couldn't because 1, The properties couldn't be separated 2. The Lis Pendandt needed to be released by the lender to do so.
I attempted to sell one of the properties but I couldn't separate the properties After speaking to XXXX again to assist me, they refused and said the case was transferred to Mr. Cooper. When I called Mr. Cooper they stated they said they couldn't help me because they were just servicing the loan and I needed to speak to XXXX I was nervous to lose my property so I contacted Loan Lawyers in XXXX XXXX to help.
They Began the process of giving me time to find a solution, but the issue with the list pendant is an issue. I also noticed the mortgage did not appear on my credit report which causes other issues with home lenders.
I was finally able to attempt to secure a loan to payoff and start fresh with a private lender, but the gentlemen died of XXXX recently and I was unable to continue the issue Loan Lawyers had a few hearings and now there is a hearing on XX/XX/XXXX for judgment
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10/30/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My loan was transferred from XXXX to Nationstar/Mr. Cooper effective XX/XX/2018. At the time of the transfer, XXXX was processing three insurance claim checks totaling {$26000.00}. The checks were for water damage repairs sustained at my house on XX/XX/2018. I had provided XXXX with all documentation necessary to release the funds to me, but the checks were not processed in time prior to the transfer ( it was still within XXXX 's 3-5 business day processing window ).
Since the transfer of my mortgage on XX/XX/XXXX ( nearly two months ago ), Nationstar has failed to release these funds to me. Both my contractor and I have called Nationstar over a dozen times in the last two months to determine why the funds have not been released and we keep receiving different answers. We have been told numerous times that they have all documentation necessary to release the funds, but only to be told more documentation is necessary. Most recently, I was told on Monday, XX/XX/XXXX they needed a signed contract from me and my contractor, although they already had the signed contract on file. Nationstar also confirmed at that time that no further documentation was necessary. Today, XX/XX/XXXX, Nationstar has now informed they need another XXXX provided by my contractor even though they acknowledge they already have a signed copy of the XXXX in their files. The endless requests for documentation ( which they already have ) have caused numerous delays in receiving these funds. Nationstar 's refusal or gross negligence in handling this claim is causing my contractor to be unable to pay his own bills and payroll and to threaten legal action against me for nonpayment.
In conjunction with the handling of my insurance claim, Nationstar has mishandled both of my mortgage payments in the first two months they have held the loan. As of XX/XX/2018, my account is showing past due even though I have provided full payment for each month timely. They have explained to me the error was caused by applying the funds as additional principal instead of to interest and principal. Please note that I had set up and authorized these payments pursuant to Nationstar 's own autopayment procedures.
( Based on the information stated on the CFPB 's website, I do not want to attach any of my documentation through this portal at this time. Nationstar has records of everything pertaining to my file as is. I will be happy to provide loan and claim numbers upon their request directly. )
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10/24/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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While in active bankruptcy in XX/XX/XXXX, Nationstar offered us a loan modification that was fraught with problems. We had been in a " predatory, '' adjustable rate mortgage.
To start with, we didn't receive the offer until the day it was proposed to start, XX/XX/XXXX.
There were many, repeated inconsistencies and instances of contradictory information involved with the offer, including whether the payments would be interest-only, or principal and interest. Over the next many months, I attempted to verify what the exact terms would be, including start date, payment amount and to where payments should be sent.
These terms were not clearly defined until the court filings began to discharge the BK in XX/XX/XXXX. In the filing, Nationstar listed the terms as 2 % interest, principal & interest monthly payments of {$750.00} over 262 months, with remaining balance due thereafter. The filed exhibit is attached.
The discharge was approved by the court in XX/XX/XXXX.
Since then, Nationstar has filed a motion to reopen our BK case, in order to change the terms from what they have termed a clerical error. The terms listed with the court were delivered to us many times since the original loan mod proposal, both vocally and in writing.
Nationstar is claiming an arrears we owe, and that amount has never been sufficiently explained to us. In addition to uncollected mortgage payments ( some were returned ), they claim " legal fees '' and inspection fees, none of which have been clearly revealed.
In addition, Nationstar is basing the arrears on the pre-loan mod adjustable rate mortgage, not the lower modified payment amounts. Since XX/XX/XXXX, the past due amount has doubled with little or no justification.
A claim Nationstar has made is that since we defaulted on the XX/XX/XXXX modification by being one month delinquent, the loan mod is void. However, that agreement originally set to start XX/XX/XXXX, wasn't fully executed and delivered until XX/XX/XXXX, leaving us no chance to make a payment in time.
Further, prior to the full execution of the loan mod, I was told on more than XXXXne occasion that the start date would be pushed a month or two or more ahead.
We have filed an opposition to Nationstar reopening the BK case to change the terms of the XX/XX/XXXX modification. A trustee sale date of XX/XX/XXXX is on hold, pending a new loan mod application. However, any mod offers since XX/XX/XXXX have offered little to no savings at all.
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02/06/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
I bought my home in XXXX XXXX XXXX in XXXX, made payments with XXXX 11 years, never late, no problems at all at XXXX dollars monthly.. In approx XX/XX/XXXX, I began getting mortgage bills from a Mr. Cooper I knew nothing about. I called XXXX, asked what happened, was told XXXX some XXXX accounts like mine were sold to a Mr. Cooper. About XX/XX/XXXX there was a phone mail from Mr. Cooper that I needed to call asap. I called, was told then that I was in arrearage XXXX dollars in my escrow account, that this was a collection call! When I then spoke to a representative, she said I should not have received the call at all though later would receive 2 more over the months. I was told that in XX/XX/XXXX my payment would increase to XXXX monthly due to increased insurance in XXXX?. I paid XX/XX/XXXX increased amount as above. On 2 more occasions through the next months I received a collection call from Mr , Cooper. In XX/XX/XXXX when I called, I was told I now was XXXX behind {$3800.00} in my escrow account, then on the next billing I was XXXX dollars short so XXXX I had to pay XXXX dollars! The paperwork said if I don't pay the XXXX dollars by end of XXXX they would add the unpaid amount to my total amount owed on my home, just over XXXX dollars! I feel they are trying to drive me out of my home! I am on a fixed income at XXXX XXXX XXXX. I was an XXXX 35 years until I retired at which time I then got XXXX. The last 3 years I had to fight to live, am better now. I on XX/XX/XXXX did a second homestead exemption, had it filed. The Lady there told me they've had problems dealing with this Mr Cooper with others. I looked Mr. Cooper up for complaints, found there have been many in multiple states!. They have been found guilty trying to illegally drive especially elderly people into foreclosures! I asked the specialized Tax person doing my exemption on XXXX, XXXX if I should be paying so very much more from last years house payment due to increased insurance/taxations in XXXX, she shook her head no, said it should not be much more than the XXXX dollars monthly last year. I pray you can help me with this. I am doing my taxes on XX/XX/XXXX at which time the tax specialist said to bring the taxes for XXXX then to her. which I will be doing. When speaking with the staff at Mr. Cooper, it was obvious every call they did not care one bit about my concerns. I have worked so hard to buy my home alone. The tax exemption was filed on XX/XX/XXXX and filed.
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11/02/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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On XX/XX/2018, our home suffered a flood from a water pipe that burst after freezing. We documented everything and had our insurance company send repair funds to our mortgage company, Mr. Cooper/Nationstar, formerly XXXX, instead of sending the funds to us. The funds were to be applied to our principal, an option that we have the right to exercise, and which we designated at the time. Mr. Cooper put the first check for {$10000.00} into an Loss Mitigation account, and would not release the funds to apply to our principal, saying our account was " not current ''. Several months later, Mr. Cooper received another check form our insurance company ( XXXX XXXX ) for {$51000.00}, which we also designated to be applied to the principal. Mr. Cooper applied {$41000.00} to the principal and took the remaining {$10000.00} which has not been accounted for, but we were told that brought the account up to date and current. Mr. Cooper did not provide an accounting of this activity, despite our requests. Our account was current and the original check for {$10000.00} was still not applied to the principal. Mr. Cooper then stated that we needed to send in an affidavit stating that we wanted these funds applied to our principal, which we did. We had done this previously as well, but the first affidavit was ignored. The second affidavit was ignored also, and Mr. Cooper still did not apply our {$10000.00} being held in Loss Mitigation to our principal.
Mr. Cooper called this morning, XX/XX/XXXX, to state that now they want " Contractor documents '' ( but did not state specifically what they wanted ) before they would release the {$10000.00} held in Loss Mitigation to our principal. When asked what documents specifically they wanted, she said only " Contractor documents '' and said she would transfer me to Loss MItigation to discuss this further. I told her every time I have spoken to Loss MItigation they send me back to Customer Service, who then wants to send me back to Loss Mitigation. Loss Mitigation continues to tell me that my account is not current and that I need to send in an affidavit ( which I did already and which they did not honor ) to release the funds from Loss Mitigation. I am livid and infuriated that this circus is allowed to go on while they threaten to take our home from us and while they are holding a large sum of our money that does not belong to them. This company should not be allowed to operate and should be fined and shut down.
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09/26/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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On XX/XX/XXXX, I closed on my home.
Included in the closing, I paid {$5700.00} into my escrow, as indicated on Page 12, Section G " Initial Escrow Payment at Closing '', under " Other Costs '' of my closing packet attached.
My first payment of {$3900.00} was due on XX/XX/XXXX, and cleared my account on XX/XX/XXXX.
On XX/XX/XXXX, my loan servicing was transferred to Nationstar dba Mr. Cooper ( effective XX/XX/XXXX ), and my initial payment, which was paid to the original lender, XXXX XXXX XXXX XXXX XXXX, was forwarded to them.
Upon receipt of information regarding my Mr. Cooper account, as evidenced by my first statement, dated XX/XX/XXXX - My Escrow Account contained {$7300.00}, which was the {$5700.00} + the Escrow portion of my first payment ( paid to XXXX ) of {$1600.00}.
Each subsequent payment was made on time, and included {$1600.00}, and on XX/XX/XXXX, a XXXX XXXX payment was disbursed by the Escrow account, appropriately, in the amount of {$6600.00}.
My XXXX statement, dated XX/XX/XXXX took this disbursement into account, and the payments from XXXX, XXXX, XXXX, and XXXX, and indicated an Escrow Balance of {$5400.00}, which was appropriate.
On XX/XX/XXXX, Mr. Cooper " adjusted '' my escrow account, deducting {$5700.00}, which I paid in at closing, claiming that the payment from XXXX to Mr.Cooper bounced.
Upon reaching out to Guaranteed Rate, I was able to get information about the wire which contained this amount - A wire was sent on XX/XX/XXXX for {$40000.00} from XXXX to Nationstar ( Mr. Cooper ), with the wire # of XXXX. My portion of this wire ( which was a bulk payment of multiple account escrow ), was {$7300.00}. {$5700.00} plus the first payment 's Escrow portion of {$1600.00}, as noted previously.
I have reached out to Mr. Cooper and XXXX XXXX several times since then, trying to recover my missing {$5700.00}. Mr. Cooper 's claim is that the wire " bounced '', which doesn't wash because the initial payment 's {$1600.00} was not adjusted out of my escrow account.
I have called Mr. Cooper nearly daily since XX/XX/XXXX- it is now XX/XX/XXXX. I have done the legwork for them to get the wire info from XXXX XXXX. I have records of all of *my* payments, which, to me, indicate that I have done the proper things and this is not *my* problem, but an accounting problem that Mr. Cooper should resolve without affecting my account.
This {$5700.00} is my escrow money and needs to be returned to my account.
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10/07/2023 |
Yes |
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- Trouble during payment process
- Trying to communicate with the company to fix an issue while managing or servicing your loan
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Web |
Servicemember |
I am writing to file a formal complaint against Mr. Cooper Group Inc., a company engaged in mortgage services. I believe it is crucial to bring to your attention the persistent issues I have encountered in my interactions with this company. While I am not disclosing personal information such as my name, address, or account number, I am providing relevant dates and names of representatives involved.
My complaint revolves around ongoing communication and document discrepancies related to my mortgage account with Mr. Cooper. Despite numerous attempts to address these issues with Mr. Cooper representatives, the matter remains unresolved.
Key details of my complaint include : * Ineffective Communication : * Date : Since my first contact with Mr. Cooper.
* Mr. Cooper representatives, including XXXX on XX/XX/XXXX, repeatedly assured me of resolution but failed to maintain communication.
* Document Discrepancies : * Date : Ongoing.
* The loan documents contain an inaccurate " legal property description '' that does not reflect my property, specifically omitting the house structure.
* Unresponsive Customer Service : * Date : Throughout my interactions with Mr. Cooper.
* Despite multiple emails, voicemails, and responses to automated calls, Mr. Cooper 's representatives have not addressed the core issue.
Additionally, I wish to inform you that an additional letter was sent to Mr. Cooper via XXXX on XX/XX/XXXX, requesting correction of the legal property description so that my loan accurately reflects the home I reside in. This correction is essential for signing the loan modification documents and initiating payments on the modified loan. The UPS tracking number for this letter is XXXX, and it was received by Mr. Cooper on XX/XX/XXXX, at XXXX XXXX Signed by : XXXX.
I can not determine if this company is extremely disorganized and simply can not keep track of this issue or if they do not understand the issue. I WANT TO AND I AM ABLE TO PAY MY LOAN! I SIMPLY NEED MY LOAN TO ACTUALLY DESCRIBE MY HOME AND NOT AN EMPTY LOT AS IT DOES NOW!!!
I kindly request that the CFPB forward this complaint, along with the details of the additional letter sent via XXXX, to Mr. Cooper Group Inc. for a swift resolution. I believe that intervention from your agency is necessary to ensure the appropriate corrective actions are taken.
Thank you for your attention to this matter. I trust that the CFPB will facilitate a prompt and satisfactory resolution.
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03/08/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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XXXX XXXX & XXXX XXXX XXXX XXXX XXXX XXXX XXXX, CT XXXX XX/XX/XXXX Mr Cooper Mortgage Services XXXX XXXX XXXX XXXX XXXX, TX XXXX Loan # XXXX COMPLAINT On XX/XX/XXXX, XXXX and XXXXXXXX XXXX XXXX XXXX XXXX XXXX, XXXX, CT XXXX submitted a complaint against Mr. Cooper Mortgage Service, Texas. In response to your intervention, Mr. Cooper reopened the judgment two times. According to the bank to give our case consideration for a modification of loan. Mr Cooper never followed through to request financial documentations to do a loan work out. It was a delay tactic on the part of the bank to get your agency off their back. The primary objective of the bank is to execute a strict foreclosure on the loan. The original loan in XXXX was {$400000.00}. The bank wants to foreclose the mortgage to the amount of {$900000.00}. That is for a tax write off for the bank. TheLoan was declared a predatory loan by the judge. The interest rate has adjusted up to 14 %.
Mr Cooper is now scheduled for Auction date XX/XX/XXXX, and XX/XX/XXXX as our law day. We are requesting your intervention on our behalf. We need to stop Mr. Cooper 's actions. Mr. Cooper needs to explain why they have not followed through with their promise to review our loan for a modification. We have the financial qualification for a loan modification. Both me and my wife have been in our current jobs for over seven years. ( Please see motion to open judgement and extend law date by the bank Mr.CooperXXXX XXXX . You can see that the bank has used the delay tactic for deception and manipulation to their advantage. Please read Mr. Cooper/XXXX XXXX motion to open judgement and extend the law date on XXXX XXXX. The court document stated that the bank wanted to reopen the judgement and extend the law date to pursue a modification review workout. They never followed through and requested any documents from us.
We put our house XXXX XXXX XXXX XXXX up for sale, and we found a buyer and got an offer and contract on the house. We hired Attorney XXXX through the recommendation of our realtor, XXXX XXXX. The attorney worked hard on the file, sent every requested document to the bank through the equator. Please see the letter written by the bank on XX/XX/XXXX, claiming that they never received the paperwork.
In hope that your office will take action to stop the short sale, and make the bank offer us a modification consideration. We thank your office in anticipation. Sincerely, XXXX & XXXX XXXX
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07/19/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Incorrect information on your report
- Account information incorrect
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Web |
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In trying to obtain a new mortgage to buy a new home/ refinance in XXXX of XXXX, my mortgage broker found discrepancies on my credit report which were made by my current mortgage company - Mr. Cooper XXXX Nationstar Mortgage. They reported that I was late on several consecutive payments while I was in an active bankruptcy between the years of XXXX through XXXX.
Per bankruptcy guidelines, I was never late on these payments and should have never been reported as late since I was covered under the bankruptcy laws. I have worked very hard since my bankruptcy was completed in XXXX, to rebuild my credit with all payments on time during and after my bankruptcy.
I was told to notify them in writing which I did on XX/XX/XXXX.
On XX/XX/XXXX, a letter was generated that I never received stating that all corrections were made. I called back in late XXXX and requested them to e-mail me this letter since it was not received. But when I pulled my credit, I found that my mortgage company erroneously placed me in an active 5 year bankruptcy effective XXXX of this year XXXX, and havent reported me making any payments since then.
This caused my credit score to drop from XXXX to XXXX with no chance of obtaining a new mortgage or any other type of financing.
When I called them to report this, I was told to submit another request in writing and they tried to blame it on the credit bureaus. I called the credit bureaus and they confirmed that this was reported by my mortgage company.
I submitted another request on XXXXThey said that they removed the active bankruptcy from my credit report, but have still not reported me making my mortgage payments on time since XXXX of XXXX. When I called last week, they said my file was still in the bankruptcy department and they were not finished with the corrections.
Meanwhile, my credit score is still not what it was prior to all of this happening, and nobody seems to care how this has affected every aspect of my life. I still have not received an explanation as to how this could have happened. It is going on 4 months since my initial request to correct the late payments. I don't understand why my file is still in the bankruptcy department and why they have not reported my timely payments since XXXX of XXXX.
I have been waiting 4 months since my initial request to make a simple correction. I can not get pre-approved for a new home or a refinance until this is all resolved. I want this resolved ASAP.
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01/30/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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Mr. Cooper 's Mortgage NATIONAL PANDEMIC EMERGENCY FORBEARANCE. A verbal agreement over the phone, on the heels of XX/XX/XXXX. No paperwork requested or required. I was told to just start making my regular payments at the end of the time. In fact not one letter was sent in four ( 4 ) months. at the end of the Forbearance it would go to the end of my loan as a deferment. I a sured them that was the only way I could take the NATIONAL PANDEMIC EMERGENCY FORBEARANCE as I am a first time buyer recipient. I called in XXXX to tell them I wanted off the forbearance but was talked out of it as it would be best to stay the course. so they said, so I did. But then after I called I got a letter in the mail like a summery. I called back as soon as I receiving it and was told not to worry about it it was just a thing they had to do.That everything was as we agreed. Fine it's a crazy PANDEMIC.
At the end of our the agreement I was simply to resume payments. I did. But then they started calling two ( 2 ) and Three ( 3 ) times a day. wanting me to go back on the NATIONAL PANDEMIC FORBEARANCE PLAN. One woman said she just needed to do same paperwork first. I had believed MR. COOPER MORTGAGE so I let her put me back on the plan however it was only to take me off after she could to her paperwork. Then she said it work take a few days. I asked her to call me right call. the next week she called to tell be I did not qualify for my deferment and that I would have to " apply '' for a one of their options. I verbally withdrew from the forbearance plan on the spot. She said I was unable to without filling out one of their options. While still just days into a renew program I raced to the post off to put this one in writing. ( see attached cert. letter ). I continued to make my monthly payment. They did try block it.
After they received my letter I begin getting letters, phone calls and now emails. the e-mail attached makes a 24 hour demand prompting this complaint. I quickly replied to the sender as I do not have a on-line profile with Mr.Cooper Mortgage. Then raced back down to the post office and mailed the same response. In the statement dated XX/XX/XXXX in " past payment breakdown '' they acknowledge the XXXX payment. It was never my intention to hurt Mr. Cooper Mortgage with a complaint, however I feel they have given me no other option.
Attached : Two payments from XXXX XXXX to Mr. Cooper Two Certified letters E-mails Bills and correspondences
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08/10/2019 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
Husband, XXXX Veteran, lost job. We got behind on payments. Mr. Cooper/Nationstar restructured the loan added {$600.00} to the monthly pmnts for 12 months. Husband got new job, but could not afford NEW $ 3000 monthly pmts. Mr. Cooper wanted full pmnt on arrears ( {$6000.00} ) to get back on regular pmnts ( {$2400.00} ). Asked Mr. Cooper/ Nationstar to move arrears to the end of the loan. REFUSED. We tried to make payments in other amounts. Mr. Cooper cancelled the restructured loan, and REFUSED to take payments demanding full arrears. Meanwhile, trying to get caught up on other accts. Listed the house for sale. Aprox 3 weeks after listing, neigbors tree fell in our yard causing non- estructural damages to the property. Had a potential buyer, but due to damages ( fence, gazebo, exterior, aprox $ 50k ) buyers offer was cancelled. Settlement for damages from XXXX XXXX aprox $ 25k. Repairs were done as required by Mr Cooper/Nationstar. Inspectors from Mr. Cooper came home on XX/XX/19 and prepared 100 % repairs completion report, inspector REFUSED to provide us with copy of 1 page report we signed, his name or contact number. WE NEED to provide XXXX XXXX ( per claims department ) with copy of the 100 % repairs completion report from Mr. Cooper to get $ XXXX settlement money released from claim. Mr. Cooper REFUSES to release the 100 % repairs completion report and for 2 weeks has been giving us all kind of excuses, still uploading, I see it, but cant download it, maybe this afternoon, call us again, its no longer available, will send a research request we might need to schedule new inspection unfortunately we dont do emails or fax, once report is available we will mail you a copy, etc .... Inspector from mortgage ( independent contractor ) explained to us report would be ready and avail within 24 to 48hrs. after Inspection. Two ( 2 ) weeks from inspection still no report, still no money from XXXX XXXX after 3 months. Foreclosure begins XX/XX/19. Husband requested a loan modification early XXXX they insist they will NOT have an answer BEFORE XX/XX/19!?!?? We wanted to use settlement money to pay arrears, get caught up, go back to regular payments and save our home where a XXXX and XXXX y/o grandparents live, and a kid in college, and 2 dogs, and a cat, husband and wife trying just about everything to save our home. Mr. Cooper/Nationstar has put all kind of obstacles and refuses time after time to help us in any way to save our home.
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06/19/2022 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Servicemember |
My current mortgage with Mr. Cooper-XXXX was transferred from XXXXXXXX XXXX prior to XXXX of this year. I submitted and was processed for loan modification then forebearance prior to the transfer of my account to Mr. Cooper. I contacted XXXX XXXX in XXXX of last year to find out that my account had been sold to Mr. Cooper and that I should be receiving correspondence from them. I received a letter in XXXX informing me of the transfer and that I have 60 days to make my first payment with them. I received the new amount of the approved loan modification in the amount of {$2300.00} and began making payments. In XX/XX/2022, I was contacted by a Mr. Cooper representative and was informed of three transactions. 1st-The representative stated that Mr. Cooper had not received any documentation from XXXX XXXX relating to the loan modification. 2nd-The representative informed me that an involuntary loan modifcation was in progress and that I should expect a higher amount in the following month. 3rd-The representative informed me that I must provide a complete loan modification packet since they had not received documentation from XXXXXXXX XXXX which I submitted the completed packet. I received an alert last week that a new document was added to my account. So I logged into my account and read that although I completed/submitted the loan modification packet there was still some questions that needed to answered. It further stated that I have until XX/XX/2022 to provide this information and if not then foreclosure processing will begin. My home is currently for sale and under contract with a closing date of XXXX XXXX which I informed Mr. Cooper last week after signing the contract. Not only do I not know of the information that I need to provide, this is the second time with Mr. Cooper that I've provided information, processing started to review my account for loan modification and almost 30 days transpires before I'm notified of either to provide more information or that the loan modification was declined. I simply want to resolve this matter as I've expressed since I've been with Mr. Cooper and this transaction has been in progress since XXXX of this year. Also, I was not provided a reason as to why there was an involuntary loan modification processed without my knowledge and that Mr. Cooper reported my payment as late for the month of XXXX which there shouldn't have been reporting during the loan modification review as I was advised.
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09/08/2022 |
Yes |
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- Trouble during payment process
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Web |
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Right after Covid started. I went on a forbearance with my Mortgage company. At the very end of my forbearance we decided to do a loan modification. This was in XXXX of 2022. After 4 different attempts to send them back all the necessary paperwork notarized to finalize the deal they finally accepted it. All three of the first three attempts that had to be resubmitted were errors by XXXX XXXX. Not errors by me. So from XXXX when the process started until the beginning of XXXX after the fourth time sending everything in it was finally accepted on their end. After trying for a couple months to sign into their website to navigate and learn it I was finally able to in late XXXX. In the midst of all this XXXX XXXX sold my Loan to a company called Right Path servicing. It wont let me navigate certain things and wont let me make any kind of payment. My biggest concern is that at the top of the website when i sign in, it says account under review by underwriting. It also says that once all notarized papers are processed the account will be unlocked as soon as everything passes. Thats kinda strange to me because they accepted the modification in XX/XX/2022. The reason it took over 5 months to get everything worked out is because the first three times they sent the packet to me it was wrong and all were errors on their end. And now we are in XXXX and it still says that I cant make any kind of payment on my account and that all my stuff is being reviewed 9 months later. They have been calling me every day for the last 5 months telling me the same thing everytime, that they are a debt collector, etc, etc. I always ask them the same thing. Why is my paperwork still being reviewed 8-9 months later? Nobody can give me an answer at all. I refuse to make my payments that were slated to start on XX/XX/XXXX, because nothing is finalized on their end yet. Its strange because my payment went up and so did my mortage rate as well.Im honestly contemplating doing a refinance with a different company just to get away from this company all together. Before Covid i made all my payments on time and never had any issues. I fell on some hard times and it is what it is. I would really like to see what my options are please. I really dont want to lose my house. I can make the XXXX, XXXX, and XXXX payments if needed but I just dont know why the papers are still being reviewed after all this time. Please help me with some options. Thanks and Have a good day.
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09/07/2023 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
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- Struggling to pay mortgage
- Foreclosure
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Web |
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I had covid forbearance and i went through required loan modification process right after the forbearance ended only to be rejected after full 4 months of Nationstar 's " property grab '' game :.
After i submitted EVERYTHING they have asked for, they kept calling : we don't have this or that and many phone calls followed with ( XXXX ) questions ( excuses ) like : we can't process your application yet because we don't know when the child support is ending!!??
Not to mention that they changed the home loan specialist several times to make this process more difficult.
It was more then obvious they had no intension to offer any modification WHATSOEVER!!!
The loan modification was dragged on purpose for over 4 months even though i was told that the application will be processed in a month.
The reason for this is that after 90 days of non payment the mortgage companies receive the FULL amount OF THE ORIGINAL MORTGAGE!!
So this loan is paid in full.And if someone should be after me is their insurance company/BUt they cant do that because they secured an UNSECURED loan.
I was asked, against Covid forbearance plan rules, to pay the full amount of covid forbarance at once to become current.
No trial period was offered and Nation star went right into a foreclosure lawsuit.
Many people that i know had their covid forbearance unpaid amount pushed to the end of the loan.
I have asked for that option and i was rejected.
Nation star did not show any effort to help me reinstate the mortgage.
It was more than obvious that they ONLY wanted to foreclosure.
Well, the truth is that my property is protected with an XXXX title which is a supreme title anyone can have so they will face the lawsuit if they try to foreclose against all the rules, regulations and against the law which they are trying to do.
In addition to XXXX XXXX i have Private indemnity bond that protects my property from such unlawful, PREDATORY mortgage companies.
I have also filed a 1099 A and 1099 c with The department of the Treasury, IRS which they completely ignored just like my first complaint here filed in XXXX of XXXX My original second mortgage was XXXX XXXX and they confirmed many times that second mortgage has NO RIGHT to start the foreclosure which is exactly what Nationstar did.
So even if foreclosure happens that is not going to be an end for me or them, the lawsuitS will just start and they will lose.
Get ready Nationstar, I fear no EVIL!
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07/31/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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On XX/XX/XXXX, my bank, XXXX XXXX, mailed a check in the amount of {$1200.00} to my mortgage company, Mr. Cooper, via XXXX XXXX online Bill Pay system. The check was mailed to Mr. Cooper at XXXX XXXX XXXX, XXXX, XXXX XXXX. This check represented the second half of my full mortgage payment of {$2500.00}, which was due on XX/XX/XXXX. The first half of the XX/XX/XXXX payment was submitted electronically by XXXX XXXX on XX/XX/XXXX in the amount of {$1200.00}.
On XX/XX/XXXX, the {$1200.00} payment mailed on XX/XX/XXXX was not reflected in my mortgage account. To remedy this, I submitted an online payment of {$1200.00} on Mr. Coopers website on XX/XX/XXXX. Mr. Cooper assessed a late fee in the amount of {$72.00} because they alleged the XX/XX/XXXX payment had not been received in full by XX/XX/XXXX.
On XX/XX/XXXX, the payment mailed by XXXX XXXX was still not reflected in my mortgage account. I initiated an online chat with Mr. Cooper customer service representative, XXXX XXXX, who confirmed that Mr. Cooper had still not received the payment mailed by XXXX XXXX on XX/XX/XXXX, and verified the address to which the check was mailed was the correct billing address.
I called XXXX XXXX on XX/XX/XXXX and advised the representative that the {$1200.00} check they had mailed to Mr. Cooper on XX/XX/XXXX had not been received by Mr. Cooper. XXXX XXXX initiated an investigation and submitted their results on XX/XX/XXXX. XXXX XXXX determined the check was mailed to the correct billing address for Mr. Cooper, it had been received by Mr. Cooper, and it had been endorsed by Mr. Cooper/Nationstar on XX/XX/XXXX ( prior to the date I was assessed a late fee of {$72.00} on XX/XX/XXXX ). As of today, XX/XX/XXXX at XXXX XXXX XXXX the {$1200.00} payment mailed to Mr. Cooper XXXX XX/XX/XXXX and endorsed by Mr. Cooper XXXX XX/XX/XXXX, is still not reflected in my mortgage account.
This is the second complaint I have filed against Mr. Cooper since they acquired my mortgage in XX/XX/XXXX. The previous complaint ( ID # XXXX ), wherein I advised that Mr. Cooper had falsely reported a late payment to the credit bureaus, was closed on XX/XX/XXXX. I subsequently received a letter from Mr. Cooper dated XX/XX/XXXX, wherein they admitted to making " errors '' with my payments. Mr. Cooper has been grossly negligent, extremely incompetent, and blatantly untruthful in their handling of customer payments, to the detriment of my credit score and my finances.
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06/13/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
I had a Covid forbearance with XXXX XXXX XXXXXXXX XXXX. They offered me a refinance deal in fall of XXXX and due to the fact that I was out of town I did not see it in time. That offer made my mortgage payment approximately XXXX a month. When I called in about it they told me it was too late and they would send me a new offer they sent me a new offer with the longer-term there was {$960.00} a month I accepted this signed the paperwork went through the three month process to get it set up and was preparing to start paying for it. When I looked on my XXXX XXXX XXXX account I saw that my payment was not {$960.00} a month but XXXX something so I contacted them and went through all kinds of hoops with people on the phone and somebody was going to research it and get it back to me which no one ever did. I never signed any paperwork for the loan that had a payment of {$1400.00} a month because they said that offer had expired. The paperwork that I signed and have a copy of is for {$960.00} a month. When I went to make the payment I got a notice from right path services some other mortgage servicing company that I dont know anything about and Im wondering if theyre connected with XXXX and theyre trying to say that I owe them the {$1400.00} a month payment. When I was talking to XXXX XXXX XXXX I told her that I was very concerned that this was some kind of bait and switch they assured me it was not a bait and switch and they would get it resolved which they never did so now I am supposed to be going with XXXXXXXX XXXX XXXX XXXXXXXX XXXX XXXX, XXXX, TX XXXX. Unfortunately when I went to set up my online account with them I see that theyre trying to collect the XXXX a month payment which is not anything that I ever signed. I am quite concerned that this is some kind of bait and switch thing I have had nothing but trouble with XXXX XXXX and their XXXX company that they were with before them. I am beginning to think this is some kind of scam bait and switch something bizarre and I need some help thank you for any assistance. XXXX XXXX XXXX am beginning to think this is some kind of scam bait and switch something bizarre and I need some help thank you for any assistance. XXXX XXXX XXXX email. XXXX. The address this property is on is XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, CA XXXX my phone number is XXXX please let me know what I need to do to address these in XXXX XXXX providers that I believe are trying to scam me. Thank you XXXX XXXX
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02/08/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Incorrect information on your report
- Account status incorrect
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Web |
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The mortgage company Mr. Cooper reported that we were 60 days delinquent on our mortgage. This took my credit rating from XXXX to XXXX practically overnight. We have never been even a day late and the information is inaccurate. AND we were in forbearance until XX/XX/XXXX.
We entered forbearance in XXXX and our forbearance agreement was understood to extend until XX/XX/XXXX.
Mr. Cooper claims that we requested removal from the forbearance plan on XX/XX/XXXX, just 10 days before we were already expecting it to end. This makes NO SENSE.
We then received a demand letter in XXXX demanding we pay & XXXX immediately to avoid default. We were shocked and confused ( and our XXXX payment had already been made ) but we paid it.
I made multiple calls to Mr. Cooper to figure out what was going on and that's when we were told that my spouse had allegedly requested removal from the forbearance program on XX/XX/XXXX just 10 days before we were prepared for it to end.
I have requested that Mr.Cooper retrieve the recording of that XX/XX/XXXX conversation. I am not sure whether this is a miscommunication or misunderstanding or whether something else more nefarious is happening. Many companies are outsourcing forbearance exits and there may be financial incentives for " pushing people off '' and demanding large payments all at once.
I was told that I would not be permitted to hear the recording while they were investigating but that. their managers would review it and make a decision.
We were in midst of what should have been an easy and quick refi with them. the mortgage broker and underwriter were moving quickly. We paid for an inspection of our house. Then our credit rating plummeted as a result of this erroneous delinquency being reported to credit bureaus.
Again, we have never been late in our payments. Ever. So to have a delinquency report on our credit is devastating and detrimental.
It also defies common sense that we would request to be removed from forbearance 10 days before it would officially end. In fact, we made a mortgage payment on XX/XX/XXXX in anticipation of resuming our regular payments and to ensure that you received the payment on or before XX/XX/XXXX, when it would be due.
I have contacted Mr. Cooper and spoken with several agents in several departments and have requested immediate correction. I am still awaiting a correction.
If I don't receive a favorable response, I will pursue legal action.
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04/23/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Servicemember |
Loan Number XXXX Property Address XXXX XXXX XXXX XXXX, XXXX XXXX, WV XXXX NationStar : XXXX Starting XX/XX/XXXX, I established up a bimonthly payment process to maximize my payments against the interest for the year for a secondary property. The XX/XX/XXXX payment was not processed correctly because, according to Nationstar Mortgage LLC a subservicer for XXXX, their systems aren't able to process bimonthly payments. I have a mortgage with XXXX XXXX for a primary residence and not having an issue with them.
This is what happened with Nationstar : My initial payment transmitted on XX/XX/XXXX electronically. Because it was a half payment, Nationstar applied it to XX/XX/XXXX as a principal payment. Because Nationstar processed it as a XX/XX/XXXX payment, I started receiving phone calls from Nationstar, even though the grace period through the XXXX of the month, hadn't passed, advising me that I was delinquent. On XX/XX/XXXX, I received a letter stating that I was delinquent for the month of XXXX. On XX/XX/XXXX, the second part of my payment was processed for the XX/XX/XXXX payment. On XX/XX/XXXX, Nationstar generated a letter stating that I was assessed a {$15.00} late fee on my account, my account was delinquent and placed the 2nd part of my payment in an unapplied accounts fund.
On XX/XX/XXXX, I contacted Nationstar, they advised me that their systems can't accommodate bimonthly payments. They had to move the 1st part of the XXXX payment that they applied to XX/XX/XXXX to the XX/XX/XXXX payment and removed the {$15.00} late fee. They advised that I should pay more each month to accomplish what I am attempting to accomplish to save on interest since their systems can't accommodate.
Because Nationstar can't accommodate bimonthly payments, they aren't depositing funds into my account when processed to prevent further accrual of interest against the principal on my accounts ; therefore, penalizing the customer for system issues that they can't support.
I attempted to escalate to the XXXX Executive Team, but was transferred back to Nationstar Executive Team. I am requesting that XXXX XXXX XXXX XXXX, Nationstar Mortgage LLC, XXXX TX be investigated for their payment processing practices. The loan papers do not indicate that bimonthly payments can not be processed and that full payments are expected or funds will be put into an unapplied accounts fund.
I can supply copies of correspondence if it helps in the research.
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02/06/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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I lived in my home for nearly ten years with never missing a single payment. My initial Mortgage was with XXXX. I did not escrow my taxes and I paid them directly. On the last day taxes were due I drove my family to our local courthouse and paid the entire tax amount in CASH as a lesson to my XXXX kids that we never own our hours. Six weeks after I paid the 3 different tax authorities XXXX XXXX paid the same 3 taxes.
XXXX then put me in a Escrow account, - {$8000.00} for the taxes they paid and then an additional - {$100000.00} for the next years taxes. They attempted to auto withdraw XXXX from my bank as I was set up on autopayments. My bank reversed teh XXXX withdrawn as the funds were not available.
XXXX said they would get the refund from the tax authorities and then back out my fees and added interest.
I continued to make my normal Mortgage and interest payments and XXXX applied this to my neg escrow and not my loan. Incurred late fees every month and did not pay down the principle due to XXXX not applying the payment to my loan.
I was assured all along once the tax issue was fixed they would back out all of the fees, extra interest and get me out of the escrow account.
While this was happening my loan was transferred to Seterus and I started the process all over again. Once again they assured me that once the issue was resolved all of the fees and extra interest would be backed out of my loan.
I sent them all of my documentation of my payment and the payment from XXXX to the same 3 tax authorities.
They claimed they were researching my issue but they raised my monthly mortgage payment from {$1500.00} to {$2500.00} per month. When I got behind they threatened me with foreclosure and being evicted from my house of 12 years. They forced me to refinance my mortgage, they doubled my loan term to 40 years, raised my interest rate and I had an extra $ XXXX of principle added to my mortgage. They said I had NO choice and once the tax situation was corrected they would convert back.
Then my loan once again changed hands to Mr.Cooper.
I have over 80 hours on the phone with Mr.Cooper, they are telling me the same story as the previous two companies. Every 2 hour phone call ends with, " We will research the issue and get back My loan is backed my XXXX XXXX and I called them today as well.
Right now my complaint is with Mr.Cooper and their one year of not once researching my issue or returning my calls.
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01/30/2023 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
Mr. Cooper is supposed to automatically pull our mortgage payment on the XXXX of the month. This has consistently failed to occur, despite receiving emails thanking us for our payment. Weeks later, when the next payment is due, Im notified that I owe double what I should plus late fees. This has happened multiple times. Ive even paid the double month mortgage just to get back on track and the issue comes up again. They are trying to charge me hundreds of dollars for insufficient funds weeks after the money was supposed to have been pulled, when the money was ready to be pulled and dedicated to the mortgage. We have encountered financial difficulties the last 4-5 months and have stayed on top of all bills, all obligations, despite a cut in income. I had a previous mortgage with XXXX and never missed a payment. I got this current mortgage through XXXX and was notified that they sold it to NationStar/Mr. Cooper. This initial period was difficult, too, because of Nation Star and Mr. Cooper and XXXX XXXX XXXX all contacting me as though they were my lender for the mortgage. My family reached out to them to ensure our mortgage was paid and autopay was set up. Despite autopay being set up, it did not pull. So we opted to pay ourselves. This still didnt work, because- again, despite receiving emails thanking us for our payment, the funds werent drawn for weeks. This makes budgeting during financial hardship with a new baby and a XXXX veteran spouse as an XXXX XXXX military mother that much more frustrating. I do not want to continue to watch my credit score plummet and have added stress despite having budgeted for the mortgage payment at a specific time of the month and having those funds available at that point. I do not want to work with this bank, had I had a choice I would not have chosen them. This is horribly frustrating as someone who never misses a payment. I advise anyone who has a choice to pull their funds, switch financial institutions or avoid Mr. Cooper in the first place. Ive called them to address this multiple times over the last few weeks and no good has come of it. Im writing this now after waiting on hold for XXXX minutes, finally getting a representative and explaining my situation, then having them accidentally disconnect the line. Nobody has attempted to call me back and reengage. This is typical. Do not work with Mr. Cooper, protect your money, your health and your family and avoid them at all costs.
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12/12/2017 |
Yes |
- Mortgage
- Reverse mortgage
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- Trouble during payment process
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Web |
Older American |
After we bought homeowners insurance from XXXX XXXX XXXX. On XX/XX/XXXX we had our agent Notice our mortgage co of same. XXXX refused or neglected to accept our regular mailed notices from our agent and from ourselves to three different XXXX offices in MN., IN. and Texas so we finally sent notice by registered mail which they accepted in XX/XX/XXXX but not before they bought a property loss policy with coverage to under {$400000.00} while our mortgage was over {$850000.00}. We could not understand why they would buy such low coverage.
Now we think we know.
By XX/XX/XXXX we increased our coverage to over XXXX XXXX including our personal property and told XXXX to obtain a refund from their insurance co. and credit our escrow tax & insurance set aside for {$2400.00}. They admit in letter attached on XX/XX/XXXX they had made a mistake and should have credited our escrow account since XX/XX/XXXX but as of XX/XX/XXXX see attached letter from XXXX they had refused to do so even though we had sent 8 letters and email since XX/XX/XXXX - XX/XX/XXXX. giving notice and requesting credit back into our escrow account.
The XX/XX/XXXX letter gives us NOTICE OF FORECLOSURE if we do not pay an additional {$2700.00}. into our escrow account to pay our property taxes. We will pay this demand for {$2700.00} under duress even though according to our accounts have {$1900.00} plus the " lost '' {$2400.00} or only short {$100.00}. to pay out tax bill first installment.
We believe elderly property owners such as us who have a huge equity position in our property are targets for a foreclosure proceeding and that is why XXXX bought such low coverage. On XX/XX/XXXX our home and personal property was completely lost in the XXXX XXXX XXXX in XXXX Ca. Had we not asked XXXX to cancel it 's {$400000.00} policy we would now be forced into foreclosure and possibly bankruptcy.
We believe XXXX 's policy of buying under coverage policies for high equity properties and rushing to pay for insurance and taxes months before the bills are due is a policy with criminal intent and by delaying or neglecting to restore escrow accounts appears to be fraudulent at best.
The actions of XXXX has caused my wife and me many sleepless nights and hours of phone calls & letters without end. We as older folks are sometimes subject to these kinds of threats which cause great pain and suffering. We hope you can bring the law to bear on this firm..
XXXX & XXXX XXXX
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01/20/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Servicemember |
My mortgage was transferred to Mr. Cooper ( NationStar ) in XX/XX/XXXX. They are maintaining an escrow account to pay both municipal property taxes and homeowners insurance. However, since they took over the mortgage loan, they have failed to pay municipal property taxes from the escrow account.
I have mailed property tax bills and delinquency notices to them on two occasions to the address they provided : XXXX XXXX XXXXXXXX, XXXX, TX XXXX. The most recent items were mailed on XX/XX/XXXX. They have not acknowledged receipt, responded or taken any action.
I have emailed property tax bills and delinquency notices to them on three occasions to the email address that they provided : XXXX The emails were sent on XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. They have not acknowledged receipt, responded or taken any action.
I have called and spoken with individuals in their escrow department on several occasions, including the following : XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. They open research requests, ask me to email the documents and/or promise to take action and follow up with me. After each of these calls, no action was taken, and no one followed up with me by mail, email or phone call.
The first missed municipal property tax payment was due on XX/XX/XXXX - {$2800.00}. They took no action to pay it. I finally paid it, along with interest due, on XX/XX/XXXX from my personal funds - total {$2900.00}. Since then, Mr. Cooper has not taken any action to reimburse me or credit my account.
The next municipal property tax payment is due on XX/XX/XXXX in the amount of {$2900.00}. I have no confidence that Mr. Cooper will take any action to pay this on time ( or at all ) from the escrow account. I intend to check with the city a day or two in advance -- if the amount is unpaid, I will again make the payment from my personal funds.
Mr. Cooper 's management of my mortgage escrow has been a total and complete failure from the time that they became my mortgage lender. Their customer service department is useless. They do not take any action with respect to requests made by borrowers and do not acknowledge receipt of materials or communicate with borrowers in any way regarding unresolved requests.
I am hopeful that you can help as I have no confidence in this company to remedy the problem. Thank you very much.
P.S. Every one of my mortgage payments to Mr. Cooper has been paid in full in a timely fashion through autopay.
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12/25/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American, Servicemember |
See the attachment attached below.
I'd like answers to these questions.
Why was the {$49000.00} cashed when it was never applied???? The XXXX bill pay says the money will not be removed from my account until the check is cashed. The money was removed from my account.
So, where was the money after it was removed from my account?? According to the Bill Pay the money is only taken from the account AFTER the check is cashed. Yet, I was told the CHECK was being returned per Nationstar phone calls on XX/XX/2019. Instead the check was cashed and the money taken from my account on XX/XX/2019. Then XXXX Nationstar Mortgage sent a check from XXXX to an address I have not used for years. My address had been updated every time it has been changed. The check took weeks to arrive to my correct address. Amazingly after 2 address changes over 3+years, thank you US Postal Service XXXX for getting the check to me.
So, I have a check for {$49000.00} that arrived weeks later after the money was removed from my account.
I still hold on to the check. If the check was not applied to my mortgage why was it cashed??? According to Bill Pay the check was cashed.
Where was the money from the time it was cashed on XX/XX/2019 till the time XXXX wrote another check to me and sent to the wrong address??
For explanation of the complaint and the response, see attachment.
This situation has shown incompetence, absolute lying, making up rules to fit their own agenda and cover their own mistakes. These are people representing a mortgage company.
The person, XXXX XXXX, XXXX, says to call and she never picks up her phone. She then says she will schedule a time at " my convenience ''. I work 16 hours a day and can not talk on the phone during that time. She never called when it was convenient for me because she works her convenient shift and leaves.
How is it they just make up their own rules as they so fit their agenda??
If employees like XXXX XXXX, XXXX, are so overworked and stressed out then XXXX needs to provide some EAP services. If not then why are they not performing their jobs??? Is it entitlement to not provide customer service to maybe certain age groups?? Down with the baby boomers who caused all the worldly problems?? Certain genders get no respect?? Certain people who work 7 days a week 24/7 to better there life get no respect?? NOTICE I AM WRITING THIS ON XXXX DAY!!!! XXXX employees/ Nationstar employees are sure not working.
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09/01/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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About 4-5 months ago, when I checked my accounts, my bank account showed timely mortgage payment transaction ( usually near the due date ), but my mortgage account with Mr Cooper did not post the transaction. I talked with representatives of both my XXXX XXXX and Mr Cooper separately. Mr Cooper employee acknowledged that the check was received, but not cashed and posted in my account. He mentioned that I have no fault since they received the check and it is their internal issue. He did not send me any proof to verify his statement even after I requested. However, I continued my payment on time. I did not check my statement every month as I knew there was no issue. Recently, I checked Mr. Cooper account and was surprised that I am due $ XXXX instead of {$2300.00}. I started looking older statements. The XXXX statement assessed a fee of {$49.00} and XXXX statement assessed a fee of {$92.00}. Cooper increased my due amount to {$4700.00} without any reason since XXXX XXXX Cooper did not post my XX/XX/2021 payment ( refer to bank 's bill pay PDF ) on XXXX statement. There is no reason why it assessed {$49.00} in XXXX and {$92.00} in XXXX. I called them 3 times in the last 2-3 weeks. Customer services are useless. They can only speak " contact your bank, you did not pay your last payment ''. This seems to be their memorized sentences. I wanted to send them proof of bank transactions, they do not understand those. They even could not access my current and previous statements. it seems they could not see my XXXX fee of {$49.00} in their transaction list.
what I find is that Mr. Cooper is providing false statement and increased my due without addressing their own problem of loosing check or skipping transaction history. I have attached my bank 's bill pay history. They do not have anyone who can communicate with client to verify transactions.
Mr. Cooper 's accounting manipulation shall be stopped. I want Mr Cooper to fix my account as soon as possible and revise all past and current statements by removing fees. If Cooper misplaced a check or did not cashed that shall not be my fault as their representative mentioned. Mr Cooper should be able to find my older conversation with their representatives which took place 4-6 months ago.
Last year, I had to fire this mortgage company for refinancing another house because Mr. Cooper could not close my refinance even after 6 months. The worst mortgage company in the USA.
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09/07/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
I have filed several complaints against Nationstar over the past year because of their mishandling of my escrow account that has led to serious credit reporting problems. Nationstar has denied my allegations and CFPB has failed to investigate my complaints. I now have definitive proof of Nationstar 's lies, operational errors and financial mismanagement which has been fraudulent and malicious.
I am attaching the records that I have sent recently but represent Nationstar 's lies. The cover page is a copy of a letter from XXXX, my former homeowner 's insurance policy that is the basis of my complaint. Nationstar has denied that it mishandling the processing of my escrow account for more than one year. In fact, Nationstar 's operation malfeasance has been going on for almost 3 years.
The letter from XXXX is a homeowner 's policy renewal one year AFTER that policy was cancelled and replaced with XXXX XXXX. When I received the policy renewal I called my former insurance company, XXXX, to inquire why that were sending me a renewal. XXXX told the me the policy was still in force and had been paid for by Nationstar out of escrow. A copy of the renewal dated XXXX is attached. Nationstar has denied that it has double counted my escrow account. Nationstar lied to CFPB and to me for more than one year and knew that they had mishandled my escrow and refused to address the problem.
I paid for XXXX XXXX insurance policy out of my own funds and Nationstar began escrow for XXXX XXXX as well creating a severe negative and erroneous balance in my escrow account. Nationstar has also lied to credit reporting agencies that I missed my mortgage payment. They know that is also a lie! Nationstar must make amends to my credit report, reconcile my escrow account and ensure that all payments and accounting has been reimbursed to me. I will be reporting financial accounting fraud to the SEC and will be filing a lawsuit to investigate Nationstar which may result in a class action lawsuit that may involve CFPB as well given CFPB has failed to perform its most basic duty ... .investigate consumer complaints.
Nationstar is a corrupt, fraudulent, lying company and I will not stand for this XXXX. I will not stop until Nationstar has been sued, sanctioned by regulatory agencies and hopefully bankrupt because if they can't figure out my simple problem there is a systemic operation problem or outright fraud in this firm. You lying XXXX!
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06/13/2020 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
I removed my Escrow from my mortgage the first week of XXXX. I received a letter stating they received my request on XX/XX/XXXX and it would take 5-7 business days, plus mailing time to refund my balance in the form of a check.
XX/XX/XXXX I called to check the status of my check and was told that it had just been approved to " cut the check '' and if I had not received it by XX/XX/XXXX to call back.
I called back on XX/XX/XXXX and told them I had not received my check. The female looked into it and found out that the entire check, without my permission, had been applied to my mortgage balance ( XXXX 's payment and the remaining XXXX was placed on the balance of the loan ). I was then transferred to XXXX XXXX, ( Arizona ) in the escalations department. XXXX told me that he did not know why it was applied to my loan and he would wire me the funds. He stated it would take 24 hours to approve and 2-3 days for the wire. He stated he would call me on Tuesday XXXX XX/XX/XXXX ) to give me an update. i did not hear from XXXX at all.
On Wednesday XXXX XX/XX/XXXX ) I emailed XXXX and never received a response Thursday XXXX XX/XX/XXXX ) I called XXXX and left a message, he did not call back so I called back and pressed XXXX, according to his answering message, and spoke to a female in Texas. She stated she did not know what the hold up was and that " account services and escalations had not been friends for about 3 weeks '' and that they are not doing their job. She said she would look into it and also send XXXX and email.
I called XXXX back on Friday XXXX XX/XX/XXXX ) and left another message. This time he called back and said that " it had been denied '' I asked what was denied, the wire transfer or giving me my money back? he said he didn't know but would look into it and he would email the manager of account services. I asked if there was a number that I could call them at and he said no there wasn't. He said he would get back to me Friday night with an update and that the wire might even be in my account Saturday XXXX XX/XX/XXXX ) Again XXXX never called me back. It has now been over 5 weeks since I removed my escrow and I have still not received MY MONEY and it has become unbelievably frustrating. I am losing interest, all though a small amount, that I would have made by investing in the stock market drop on XX/XX/XXXX. I feel as though I am being led on a wild goose chase while they hold on to my money.
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02/03/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
Mr cooper allowed me to participate in a FHA loan modification via accepting my RMA affidavit whit had a hardship affidavit already in it. I purposely waited cause I KNOW HOW SHADY AND SNEAKY THIS COMPANY IS. I waited until the week to show they HOLD documents 3-5 business days FOR IMPORTANT DEADLINES then ask for redundant information just so they can get a tax break form 1122 isn't a requirement of fha to get a modification. Also they want 30 Days paystubs when I given them a copy of my 1099 contract and two different bank accounts with XXXX XXXX in assets I told them i have alternative sources of income which is my co borrowers 1500 monthly ssi the money saved and then when i get my first commission check mid month this month. I even supplied my licensing it showed in effect XX/XX/XXXX of this month and that ive been working with another agency prior for insurance but i didnt make any money. I dont have to do a form 1122I only want to do what the website said to get consideration mr cooper tax deductions need to be out of my affairs ... nobody notified me i logged on myself cause i know how you operate and im sure you would have waited until riday to let me know then id rush to do it on Friday then you deny my on the XXXX cause of your 3-5 business day rule or cause you want me to fill unnecessary forms to appease your accounting department You have a 4056t that i mistakenly put my dat of birth on ( XXXX XXXX XXXX XXXXXXXX ) you have two income sources ( two bank accounts ) Death Certificate copy of my work contract proof that im licensed to be mortgage orginator since XX/XX/2022 and that im gainfully employed QUIT PLAYING GAMES!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
When i read the bold letters on the Uniform borrower assistance for government loans it clearly states ( 1 ) this completed, signed and dated Borrower Assistance Form ; ( 2 ) completed and signed IRS Form 4506-T ( for self-employed borrowers or borrowers with rental income or if otherwise required ) ; ( 3 ) required income documentation and ( 4 ) required hardship documentation.
the affidavit is already in the original application so why is MR cooper failing me potentially cause i wont participate in this 1122 form?
why is mr cooper asking for check stubbs for 30 days when there are other ways to show ability to repay loans besides check stubs why is mr cooper waiting 3-5 business days??? ( cause its one of your MANY predatory tactics )
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05/09/2023 |
Yes |
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- Trouble during payment process
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Web |
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My Loan has been serviced by Mr. Cooper since XX/XX/XXXX XXXX. They did not pay my Homeowners Insurance on time- which was due XXXX of XXXX. As of XX/XX/XXXX there was an {$81.00} balance.
2. When I contacted Mr. Cooper ( Loan Servicer ) on XX/XX/XXXX the automated system indicated that my mortgage payment was going to change by {$350.00} effective XX/XX/XXXX. I had not received any other notification regarding a change in my mortgage amount prior to this announcement.
3. When further researching I was advised that Mr. Cooper ( Loan Servicer ) paid my Flood Insurance in duplicate in two different amounts. I was engaged in a three way call between Mr. Cooper and XXXX XXXX. XXXX Provided Mr. Cooper with the reimbursement payment check number, the date the funds were cashed by Mr. Cooper, as well as the account number the funds were deposited into.
4. Mr. Cooper has not reimbursed the funds into my escrow account which is now XXXX because of their error.
5. Mr. Cooper advised that they lost the funds that they cashed and the funds. They are not aware to whom the funds were credited.
6. On XX/XX/XXXX I had to research what options are available to me, as Mr. Cooper advised me that they did not know what could be done.
7. I requested that a Missing Funds Case be created to research where the funds were so that my account could be credited with my money.
8. I was advised that nothing could not be done to halt the escalated payment amount beginning on XXXX XXXX until Mr. Cooper corrects their error of the mismanagement of my funds.
9. Since XXXX, I have had to contact Mr. Cooper over 10 times in reference to late payments for flood insurance, Home Owner 's Insurance and my taxes.
10. On XX/XX/XXXX, I contacted Mr. Cooper and requested an escalated call to a supervisor. She apologized but advised me that there was nothing that she could do to assist me.
11. I believe that Mr. Cooper ( Loan Servicer ) is engaging in predatory loan practices aimed at disadvantaged borrowers.
12. Mr. Cooper is mismanaging my funds. There is no acceptable reason for the funds returned to Mr. Cooper on my behalf not to be refunded into my account.
13. It's a predatory practice not to provide me the consumer with notification of an increase in my mortgage payment. This should not have been done through a notification on the phone system when I called in regarding the incorrect payment made to the homeowners insurance.
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05/19/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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We refinanced our home and the loan was sold to Mr. Cooper. During this time, we purchased a lot behind ours so our green space would not be sold and developed. Our lot will increase by .1837 acres. We paid cash for this less than 1 acre of land. We sent paperwork to Mr. Cooper to include this PAID FOR LAND onto our deed ; thus making the property worth more than what they financed. I have been in contact with several different people about this addition to our mortgage. I have had a lawyer contact them. Mr. Cooper is requesting an appraisal of our total property which is an undue burden on us. An appraisal was not necessary when we refinanced, so why should it be necessary for an appraisal now? I did not request my loan to " sold '' to Mr. Cooper, they were not my choice. I sent all the necessary documents to Mr. Cooper and the lawyer sent documents also. There are at least 4 other household affected by this company. There are about 80+ properties affected by this buy out. Only Mr. Cooper is requesting an appraisal. This appraisal is going to cost about {$1500.00}. Then we will have to pay an additional fee to have it added to our deed. This is a ludicrous demand, causing a financial hardship and massive amount of additional paperwork. I started this paperwork process back in XXXX. They took their time getting back to me. I phoned several times, I finally got in contact with a supervisor who agreed this seemed overboard. I have a trail of emails from me and my lawyer attempting to resolve this matter. I have had to pay out of pocket for the lawyer and can't believe this demand being made by Mr. Cooper. It is a very simple process, I have sent all the supporting paperwork and gave my lawyer 's name for additional questions. Not only have they demanded an appraisal, they have been very bad about contacting me and my lawyer back. This is now XXXX and I have been trying to get this resolved since beginning of XXXX. I am extremely frustrated and discouraged. I do not understand the need for an appraisal for such a minute addition of paid for land ; especially when there was not an appraisal needed for the refi. I know there has been at least one other land owner that has contacted you about this company. Thank you for your prompt attention to this matter, you have at least one other complaint so far. I have retained a trail of emails, I don't know how to copy/paste these but will be glad to forward them.
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10/15/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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I have repeatedly contacted my Servicer, with the desire to resolve and settle my account. My current Servicer was also at one time the owner of my mortgage. My current Servicer denies that they ever owned my mortgage, as evidenced by attachments. Complaints that I have filed with CFPB have been answered insufficiently, with answers that are either incorrect and/or do not apply to the issues. On XX/XX/XXXX, Mr. Cooper Associate, XXXX XXXX, replied to the complaint which I filed on XX/XX/XXXX. The complaint was regarding Nationstar/DBA Mr. Cooper and previous OWNERS of my mortgage who have not sent Welcome and Good-bye letters when my mortgage changed OWNERSHIP, as required by the Truth in Lending Act, 15 U.S.C. 1641 ( g ) Liability of ASSIGNEES states requirements for OWNERS, ASSIGNEES, AND CREDITORS of the mortgage. In her response, Ms. XXXX stated the following : " Our records confirmed that XXXX XXXX XXXX XXXX XXXX has been the active owner of the account since XX/XX/XXXX ; therefore, no notification regarding the change of the owner of the Note as the owner has not changed. '' This is inaccurate information, as proven by attached Assignment of Mortgages dated XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. According to documents recorded with my local County Clerk, Nationstar Mortgage LLC/DBA Mr. Cooper was the owner between the dates of XX/XX/XXXX and XX/XX/XXXX. I contacted Ms. XXXX by email on XX/XX/XXXX, asking her to address this incorrect information, along with other issues. I have still not received a reply from Ms. XXXX. I am attaching the email which was sent to Ms. XXXX. On XX/XX/XXXX, Mr. Cooper associate, XXXX XXXX, replied to the complaint which I filed on XX/XX/XXXX. Ms. XXXX agreed with Ms. XXXX, stating the following. " Our records confirmed that XXXX XXXX XXXX XXXX XXXX has been the active owner of the account since XX/XX/XXXX ; therefore, no notification regarding the change of the owner of the Note as the owner has not changed. '' Once again, this is false information, as proven by attached Assignment of Mortgages dated XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. I contacted Ms. XXXX by email on XX/XX/XXXX, asking her to address this false information, but I have still not received a reply. I am attaching the email which was sent to Ms. XXXX, along with Assignment of Mortgages which prove Nationstar Mortgage LLC/DBA Mr. Cooper was the owner between the dates of XX/XX/XXXX and XX/XX/XXXX.
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11/11/2019 |
Yes |
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- Trouble during payment process
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Web |
Older American, Servicemember |
On XX/XX/XXXX I received an email from lender saying my property tax had been paid in the amount of {$1100.00} to XXXX County, NC. I had received a tax bill from XXXX County several weeks earlier in the amount ( s ) {$620.00} ( if paid by XX/XX/XXXX ) or {$640.00} ( if paid by ( XX/XX/XXXX ). The lower amount was due to property tax relief my wife and I were approved for due to my senior citizen eligibility ( we have approval letter as well ). I contacted lender and sent them revised tax bill. I also contacted XXXX County tax office and was told any overage received would be returned to lender. When taxes still showing unpaid in XX/XX/XXXX, I contacted lender again. I was given information about a parcel ID number to which taxes were applied which did not match parcel ID on my tax bill. I called XXXX County tax office with this information and was initially told this was a tax exempt property and paid taxes should be returned to lender. As now three months had passed since problem noted, I contacted lender again and was assigned an " Escalation Agent '' in " Escalation/Help Team '' ( XXXX XXXX - ( XXXX ) XXXX is her direct contact number ). She told me she would be the person contacting me with updates. On XX/XX/XXXX I received an email from her indicating the parcel ID number where my tax escrow payment was misapplied and given a name on that account. I called XXXX County tax office with that information and payment in the amount of {$1100.00} to wrong account was verified. My taxes remain unpaid and I was told lender would have to handle misapplication but I was still responsible for property taxes due. I contacted lender again and requested immediate payment of my property taxes and fund put back in my escrow account in the amount of {$1100.00}. I advised lender I would reduce upcoming mortgage payment amounts until this amount was credited if not done so immediately. Lender agent reply was my taxes would remain unpaid until they were able to obtain reimbursement for improper payment and no funds would be returned to my escrow until that time as well. I was further advised that parcel ID error was the result of original lender providing wrong information ( my current lender took over servicing late XX/XX/XXXX ). As of this date ( XX/XX/XXXX ) issue not resolved and taxes unpaid. It is my contention that escrow funds from my account misapplied/misuses in violation of Federal Mortgage Regulations.
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06/08/2021 |
Yes |
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- Struggling to pay mortgage
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Web |
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Due to COVID -19 I was laid off from my job in XX/XX/XXXX. I immediately contacted my mortgage company Mr. Cooper to inform them of this unforeseen disaster. The representative informed me due to COVID-19 my investor is participating in the Pandemic Forbearance Relief Plan. This was a relief as my number one goal is to keep my family in our home. The short term forbearance would be approved in 3 month increments for up to 12 months. Upon the last extension, the mortgage company would provide all the options per my investor which included adding the payments to the end of the loan, repayment plan, modification or a lump sum. I immediately informed the representative we could not afford a lump sum payment. The representative assured me the company would exhaust all options and a full lump sum payment would be the last option as the company understands hard times due to the pandemic.
XX/XX/XXXX at TIME, I received a call from XXXX XXXX, stating he was assigned to my account since the COVID-19 forbearance expired. I informed him I started a new job and would like to discuss addressing the past due payments as indicated when I agreed to forbearance.
30 days later I received an email from the mortgage company stating I was denied a modification but a short sale was approved or Deed in Lieu approved.
We followed all the guidelines set forth by Mr. Cooper Mortgage Company however unbeknown to us Mr. Cooper Mortgage company used unfair business practices and deception. At no time were we told the past due mortgage payments would be due in one lump sum at the end of the short term. We were told we would discuss the options which included repayment plan, modification, moving the past due payments to the end of the loan, etc. This is deception, we were never asked nor provided any financial information for Mr. Cooper to review for a modification or repayment plan. They just assumed we did not qualify. How can the mortgage company determine we don't qualify without any financial information? Is this common practice for certain types of people? They prefer to put us out of our home without trying to help us.
While Mr. Cooper would like to sell our home, we are seeking fair business practice guidelines per COVID-19 rules to resolve this issue. Our goal is to stay in our home. We were appalled how easy it was for the representative to state cant we pull {$15000.00} from our 401K in the middle of a crisis.
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07/07/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Older American |
- XXXX had family hardship paying mortgage applied for a Modification received one which due to discrepancies the investor agreed defer 40 % + of principal to the end of loan 30 year term to allow for affordable mortgage payments of approximately {$1200.00} a month for 30 years.
This worked until a few years later due to a loss in a family coupled with others loss of income caused another hardship in which I contacted ( servicer at the time ) Aurora & after informing the representative & the underwriter they agreed to modify the terms to allow the payments to be lower temporarily & the monthly payments will be lowered by approx {$100.00} a month. Few weeks later contacted Aurora representatives & expressed my concerns on the Modification being executed & was told that it's being processed.
Until one day I followed up & was told the new servicer is now Nationtionstar. I contacted Nationstart & was told that I will have to reapply for a Modification. I apply & about 4-7 months later we receive a Modification offer that is twice or triple my Family 's total income. We call to inform them what Aurora states & told to reapply for Modification, we do & the cycle repeats itself. This has the same until my Housing Advocate submitted a escalation with the XXXX XXXX XXXX XXXX XXXX in XXXX alleging Nationstar/MR.COOPER failure to honor their agreement ( breach of an oral contract ) to provide an affordable Modification as agreed to in XXXX has caused financial loss from XXXX to date which os water fall option violation under the terms and agreement MR.COOPER/Nationstar has with the U.S. Treasury to date a.k.a . XXXX XXXX XXXX XXXX " XXXX '' agreement.
My housing counselor has attempted to file an escalation request with Rscaltion Yeam but has been returned due to closure of that department. He was told that there may be an internal department that may process his request and has filed his request but as of to date has yet to receive a response.
Meanwhile MR.COOPER has sent us a letter denying my request for them to honor what the investor 's agreed to back XXXX or just reoffer the XXXX Modification?
In addition we are XXXX seniors with medical conditions that our doctors state put us at risk of XXXX & after receiving MR.COOPER last letter we are in Fear of bring foreclosed & knock-out in the streets during a Pandemic giving us not much opportunity for survival. Your assistance is urgently needed.
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02/15/2019 |
Yes |
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- Struggling to pay mortgage
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Web |
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CASE # XXXX an application for assistance was completed with Mr. Cooper ( MC ), in XX/XX/2018. At that time the reported gross qualifying was stated in the amount of {$7300.00}.
MC, underwriting team attempted to qualify the loan for whats known as the HAMP-FHA, trial plan on XX/XX/2018, which outlined an alleged affordable payment in the amount of {$2500.00}.
However, based on front end debt to income ( DTI ) ratios a gross income of {$7300.00}, and a mortgage payment of {$2500.00}, calculates our DTI, at 34.82 %. This amount of 34.82 %, is outside the guidelines set forth by FHA and placed our family into a negative position for successfully completing the trial plan and maintaining payments for the long run. Also please note that at the time our loan was approved for assistance our back end DTI, was calculated at 91.13 %. As a result of the gross negligence demonstrated by the MC, underwriting team, and failing to comply with the terms of loss mitigation options under FHA guidelines, we were only able to make 2 of the 3 trial payments prior to dropping out of the program.
XXXX XXXX XXXX XXXX XXXX XXXX XXXX ( XXXX ) has specific guidelines for FHA debt-to-income ratios. XXXX is the government entity that establishes all of the rules and requirements for the FHA loan program, including the DTI limits. According to XXXX : " Qualifying ratios are used to determine if the borrower can reasonably be expected to meet the expenses involved in home ownership, and provide for his/her family. '' 2018 DTI Limits for FHA Loans : 31 % on the front end. The guidelines also specify that back end DTI should not exceed 43 %. According to official FHA guidelines, borrowers are generally limited to having debt ratios of 31 % on the front end. Those are the current FHA DTI ratio limits for 2018. Currently these requirements to remain in place throughout the year, since HUD has not announced any changes to them. This means the monthly housing payments should not exceed 31 % of gross monthly income, while the total debt burden should not exceed 43 % of monthly income.
Needless to say, we are furious that our loan was mismanaged by MC and staff and our family is considering filing a civil suit in order to force MC, to refrain from this abusive underwriting platform which they operate under as well as have our loan reconsidered for assistance under the proper guidelines set-forth by our loan investor, FHA.
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06/15/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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Contacted Mr. Cooper ( Nationstar Mortgage ) in XXXX XXXX about dropping the PMI on my conventional loan. Was told that appraisal would be done and I needed 25 % equity to have the PMI dropped. Was also told that the process should take a couple of weeks to get the appraisal and a couple more weeks to review. Appraisal was conducted on XX/XX/XXXX and submitted on XX/XX/XXXX. I contacted Mr. Cooper on XX/XX/XXXX after still not hearing anything about the outcome of my request. I was then told by XXXX of Mr. Cooper that " the report is subject to additional review and approval by Mr. Cooper ''. I asked for an explanation of what that meant, what exactly needed additional review. XXXX repeated that sentence and didn't offer further explanation. I also asked how long the additional review period would be and she gave multiple answers from 2 weeks to 30 days to indefinitely. Mr. Cooper emailed a copy of the valuation report dated XX/XX/XXXX and said that I should have received a copy in the mail, but I have yet to receive it as of XX/XX/XXXX. The balance of my loan is about {$340000.00} and my home appraised for {$570000.00}. There is well over 25 % equity and the PMI should be dropped immediately. I don't have confidence that Mr. Cooper is going to remove the PMI or give me any further explanation on what they are looking into.
Since my request in XXXX to drop the PMI, my monthly payment has been increase twice by Mr. Cooper. They are referencing that there is a shortfall in my escrow account. I found that they paid the wrong home insurance company out of my escrow account even though they had the correct information. They then needed to correct the issue by issuing the correct payment. They immediately used that instance to recalculate my payment instead of waiting to be reimbursed. They also increased it another time stating other escrow shortfalls but not providing evidence, like the exact new tax bill. In reality my payment should be lower because my new home insurance is {$500.00} less than the previous year. As of XX/XX/XXXX my property taxes have not been increased for XXXX, the new XX/XX/XXXX bill has not been issued. The last payment for taxes was paid on XX/XX/XXXX. I feel that Mr. Cooper is unfairly increasing my payments and putting off my requests to lower it, while also trying to persuade me to refinance, even though that's not in my best interest as interest rates are higher.
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01/05/2023 |
Yes |
- Mortgage
- Reverse mortgage
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Web |
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Dear Everyone, Unfortunately, the system won't let me log in, so I can only email you.
Complaint id XXXX To put it simply, the {$77000.00} was a line of credit, but my mother did not actually withdraw it from the bank. It never actually went into her account!
Instead, money equal to the amount of this line of credit was transferred to XXXX. And this is true.
So why should she have to pay off a loan she never received?
At most, only money related to the maintenance of the credit line, XXXX. all interest, should have been transferred to XXXX 's account. The {$77000.00} is principal. And separate interest. But the principal was never held by my mother. It never went into her pocket, it never went into her bank account! That sounds like a theft.
My mother took out a line of credit with the XXXX XXXX XXXX for {$77000.00}. But the money was never disbursed.
Now here 's the problem : XXXX XXXX transferred the same amount of money to XXXX 's account. From my mother 's estate!
On XX/XX/XXXX, the XXXX XXXX Department informed me that the {$77000.00} was deposited into Champion Mortgage 's account. But it was never in my mother 's account. So she never actually owed this {$77000.00}, only the interest and insurance costs associated with it.
I received your letter.
Unfortunately, I can not agree.
To me it is irrelevant that the reverse mortgage was closed. My question is this : no one has noticed the important fact that my mother did not receive the {$77000.00} reverse mortgage.
The amount of the {$77000.00} reverse mortgage was transferred to Champion Mortgage. How was XXXX able to close this case?
Did the accounting firm not realize that when my mother 's case was closed, the income was {$77000.00} more than the expense?
Is the credit union trying to make a profit on my dead mother 's money?
For the sake of order, I will describe this terrible case one more time.
So.
My mother had a reverse mortgage debt of {$230000.00} on XX/XX/2017.
On XX/XX/2017, she signed a reverse mortgage loan for {$77000.00}, which she was no longer able to use and the {$77000.00} was transferred to Champion Mortgage.
Total : {$270000.00} this is how much my mother owed on the reverse mortgage.
Total : {$270000.00} that's how much my mother owed the reverse mortgage company.
I am asking for your help because someone or someones made a big mistake in this case.
Thank you.
Best regards, XXXX XXXX
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02/28/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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I started my modification application in XX/XX/XXXX because my balloon payment was coming up to be due in XXXX. My application was paused in underwritting because there were some questions. I addressed all of the questions and made the changes they requested.
XXXX. ) they wanted me to submit a lease agreement, I explained that my XXXX business is a bed and breakfast and does not have a lease agreement. I was told to change my XXXX ( application ) to show the income as a business instead of a rental income. I was also told to submit a P & L and bank statements. I did all the above, the XXXX & XXXX and statement was approved, but the lease requirement is still not removed.
XXXX. ) They wanted a court document for my child support. All I have is years of bank statements showing the receipt of the money and an affidavit from my ex-husband because we did not need to go to court to come to an agreement. Since that was insufficient, I asked them to exclude the child support as an income source altogether. I was told to submit another XXXX excluding the child support, which I did.
Both the child support and lease requirement were still not removed. From XX/XX/XXXX until XX/XX/XXXX I did not hear back from my assigned agent, although I called and sent several emails but was always told someone will get back in touch with me, but nobody ever did. I then received a denial letter dated XX/XX/XXXX stating that I was rejected for the modification because " I failed to submit the required documents ''!! I sent a really long email on that same day to their customer relations, research department and all emails I had from Mr.Cooper stating my complaint and providing all the emails and details ( similar to above ). I received a response on XX/XX/XXXX from the assigned agent, XXXX XXXX, My apologies for your experience, I have escalated the issue once again and we will get back to you as soon as I receive a response. I have followed up with calls, voicemails, and emails since I received that email and still, as of XX/XX/XXXX nobody is responding to me.
Due to this false reporting from Mr.Cooper, my credit score has dropped from XXXX to XXXX, that is a difference of XXXX points within 2 months! The modification would have closed in time if Mr.Cooper would have processed my application. I also tried to make a payment when I called customer service but I was told the minimum payment was more than XXXX.
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11/25/2022 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
Loan Company " Mr.Cooper '' aka Nationstar Mortgage LLC has repeatedly refused to terminate my escrow account on my home mortgage. Mr. Cooper demanded the escrow account as a condition of issuing a VA mortgage to me. In XXXX Mr. Cooper failed to make escrow payments on time for my property taxes. They were not paid in XXXX, causing me to lose tax deductions on my property taxes for tax year XXXX. There was also a late payment penalty for my property taxes, which was eventually paid. During XXXX Mr. Cooper has generated multiple escrow statements, seemingly randomly adjusting my monthly payments based on these constantly changing payment demands. Mr. Cooper has regularly claimed I did not meet the 80 % loan to value threshold on my property to qualify for ending the escrow account. Yet, Mr. Cooper would regularly send me documents saying I had hundreds of thousands of dollars of equity in my home and I could access those funds simply by refinancing with Mr. Cooper. On XXXX XXXX XXXX I submitted by e-mail multiple documents proving my property value was under their 80 % claim and they should release my escrow account. After more than a week I received a form letter saying that based on my original mortgage documents my home value did not qualify to remove the escrow. Mr. Cooper refused to use the documents I submitted- which included an XXXX XXXX XXXX property tax assessment, and refused to even acknowledge I sent them to Mr. Cooper. Since then Mr. Cooper customer service agents have all said a manager would call me back -none have ever called back. One agent gave me an e-mail address for " mortgage insurance '' at Mr. Cooper and said to send it to them - after a week I received an e-mail from that office saying they did not handle escrow accounts. No other information on who to contact to address the escrow account. Mr. Cooper customer service representatives have all said they were " opening an inquiry '' into why my escrow has not been cancelled, but the only response I've gotten from Mr. Cooper was a form letter on approx XX/XX/XXXX which said they had received my complaint and would look into it and get back to me in a month. The last time I received one of these letters I never received a response from Mr. Cooper.
I understand Mr. Cooper was the subject of a previous investigation and entered into a consent decree in XXXX. I wonder if this conduct violates the consent decree?
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10/26/2022 |
Yes |
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- Trouble during payment process
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Web |
Older American |
THIS complaint is the follow up of my previous Complaint against XXXXMr.Cooper.
I wondered how did it happened that XXXX issued a statement that my mortgage was paid on XX/XX/XXXX, gave me a confirmation number for the transaction with which I paid my mortgage through my XXXX checking account. Still up to XX/XX/XXXX, Mr.Cooper did not take my mortgage payment out of my Checking account, BLAMING ME for not having funds, blaming me that I HAVE PROVIDED A WRONG XXXX ACCOUNT NUMBER.
NO, MR. COOPER! Researching the web, you Mr. Cooper are involved in a FRAUD. This is why the money we're not taken from my bank account. I read the following from another customer amongst the thousands of comlaints against Mr.Cooper and " 1. NationStar : XXXX XXXX says : XX/XX/XXXX at XXXXXXXX XXXX Mr Cooper recently bought my loan. The original loan was to a bank. XXXX automatically transferred my banking information to the XXXX website automatic withdrawals. XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX at XXXXXXXX XXXX What a nightmare. I have been making mortgage payments to Mr. Cooper since XX/XX/XXXX, post a rate modification. Todate, ALL mortgage payments made are subsequently reversed and applied to a special suspense account. XXXX XXXX XXXX XXXX XXXX '' IN SUM : Mr. Cooper automatically steals/takes the bank accounts/numbers/ information after buying the mortgages, and automatically is TRANSFERRING THIS INFORMATION onto the customers 's Mr.Cooper 's online site/account. Then Mr.Cooper is illegally and fradulently committing actions accordingly. With me, Mr. Cooper decided to messed up my good A+ payment history, and did PLACE a wrong XXXX account number so when only the 4th last digits were shown up, I 'trusted '' Mr.Cooper and submit my XXXX payment on time. Mr. Cooper then did not notify me for PURPOSELY NOT TAKING THE PAYMENT FROM MY XXXX ACCOUNT, which Mr.Cooper wrongfully placed on my Mr.Cooper account. It is for the reason of illegal practice of Mr.Cooper to " automatically transferred my banking information to the XXXX website ''.
This is why I am late, it is wrongly PLANNED ACTION by Mr. Cooper, who is aiming in defaulting my mortgage and placing me in forbearance. It was not me typing my account number, but SOME ASSOCIATES from Mr.Cooper. Mr. Cooper is involved in illegal REVERSING of payments of customers, in order to mess up their credit and place them in forbearance. MUST BE Investigated.
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03/19/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Older American |
I was denied for a Home Retention Option due to the fact my investor does not participate in a loan modification program. XX/XX/2022, I was approved for a Trial Plan Modification. In the trial agreement it stated that I had the ability to Appeal the trial plan within the deadline. The reason I appealed the trial plan modification was because I felt there was financial information that was misunderstood that lead to a substantial increase in my payment. I spoke with a Mr. Cooper representative that advised that if we wanted our trial plan reviewed a second time to submit proper documentation and they would consider it and that the Trial Plan would not be compromised. They also stated that if my appeal was denied that we would be granted to opportunity to meet the initial trial plan offered. We went through the appeals process and Mr. Cooper acknowledged that it would take 30 days for the appeal review to be completed. XXXX XXXX XXXX we were advised that the appeal process was reviewed and that no changes were going to be made to the trial plan approval. I was also advised that the trial plan was removed before the appeal review was completed due to the fact that we did not make the trial payments even though we were told that we were not required to while in appeal review. The rep also stated that we should have been afforded the opportunity to make all trial payments but because it was already removed, that we simply just needed to re-apply. Without hesitation, we followed the representatives request to have the trial plan reactivated so that we can perform on the plan. Several submissions where sent to Mr. Coopers modification department to only be turned down over and over again with the most recent reason that my investor does not participate.
I am not requesting nor do I need a reduction in my payment. I simply need an opportunity to retain my home. My financial information supports the ability to not only afford my current payment, but also an increased payment which would be clearly warranted and financially supported. I am requesting that the trial plan offered XX/XX/2022 is presented as we did everything that Mr. Cooper expected not realizing that exercising the right to appeal in the Trial Plan Approval would led me down a path to no opportunity to maintain my home. We were also impacted by COVID and despite advising of this, we were not granted or offered any relief.
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08/29/2020 |
Yes |
- Debt collection
- Mortgage debt
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- False statements or representation
- Attempted to collect wrong amount
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Web |
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6. Pursuant to Title 62 of the Revised Statutes, RESPA, TILA, Fair Debt Collections Act, HOEPA, BEFORE YOU CAN COMMENCE ANY LEGAL ACTION, YOU MUST SEND ME A 30-day NOTICE THAT YOU ARE COLLECTING A DEBT.
7. You and your associates bear the burden to organize the information submitted to you on my letter dated XX/XX/2020 received by your Account Services department via Registered Mail No : XXXX XXXX XXXX XXXX US.
8. MY NOTICE preceded your alleged lawsuit and you therefore are not entitled to commence a legal action against me.
9. More specifically, you never qualified any answers to the question ( s ) /statement ( s ) : Was this loan originated in lawful compliance with all federal and state laws, regulations including, but not limited to Title 62 of the Revised Statutes, RESPA , TILA, Fair Debt Collections Act, HOEPA and other laws?
10. Since you did not answer this question with specificity, how did you commence a legal action against me?
11. Based upon your responses, to my QWR, you have not made it possible for me to ; Identify your methodology of accounting.
Access the manner or method of transfers/sales and whether or not they were lawful Determine whether or not you are the lawful and or legal holder in due course of said instruments, which is required to be in compliance with Title 62 of the Revised Statutes, RESPA, TILA, Fair Debt Collections Act, HOEPA and other laws That each servicer and or sub-servicers of my mortgage are in compliance with Title 62 of the Revised Statutes, RESPA, TILA, Fair Debt Collections Act, HOEPA and other laws That the mortgage accoun
t has been properly credited, debited, adjusted, amortize and charged correctly and in strict compliance with Title 62 of the Revised Statutes, RESPA, TILA, Fair Debt Collections Act, HOEPA and other laws 12. You never responded to my qualified written request for proof of claim.
13. Your copy of the note was not what I had asked for as required by law and I am hereby notifying you that you have exhausted your administrative remedy and do not have the right to file suit against me.
14. By your inability and unwillingness to stipulate that you are : A. A Note Holder in Due Course B. Creditor of the Instrument as you can and has not provided GAAP book entry debt evidence of the transaction and the accounting.
C. Provide me with a wet ink signature original note as required by law.
SEE ADDITIONAL RESPONSE.
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04/25/2023 |
Yes |
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- Trouble during payment process
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Web |
Older American |
I got a modification in XXXXthey put pmi insurance on my loan.my condo has risen in value a XXXX since.i wanted remove pmi.i did not realize a pmi appraisal an a get a loan appraisal is much lower.i said would do a appraisal they charged me XXXX dollars.it came in at XXXX lower than market an XXXX short of removing pmi.i did complaint my mortgage but it was useless. I waited an time passed an there was no doubt my condo was worth way over the money needed.i agreed to another appraisal.again charged XXXXmy units with my views were selling in a day for a XXXX more 5 under contract.the appraiser was told that.she fraudently came in XXXX short.she used a 5th floor condo that sold in a day for the XXXX it over looks the parking lot.my unit overlooks the gulf an intercontinental an blocks from beach.she knew of contracts pending on comparable units for up to XXXX more.yet she gave me appraisal for XXXX XXXX less than the parking lot condo.now even low floors sell for XXXX more.i complained to my mortgage company an thier pmi department.they said I would have pay for another appraisal.XXXX for XXXX more needed.they even said if it been a refi appraisal been much higher. They said they would contact XXXX XXXX see if anything be done.answer no without apprasisal.meantime they were offering me equity lines.i pointed out how can you offer me equity lines when appraisal shows negative equity.they said well you definitely have alot of equity.i said then remove pmi payment.sorry we can't without a appraisal.i contacted XXXX XXXX an they said the same.i applied for mortgage refinance an helocs with my company an others.all approved with cash out or large equity line.XXXX XXXX was the lender with each who approved.again I fought with my company remove pmi.got nowhere though they agree it was wrong.i decided not to refinance or do a heloc.i did not need it I decided.my interest rate was good an cost to do refinance to much.so here I was same mortgage paying pmi an being held up for another appraisal for XXXX.i told them the last appraisal was fraud an they needed to reappraise.they were shown the sales an kept sending me offers to cash in on all my equity.its fraud I just want now my last appraisal be refunded.however settle for pmi being removed.i should get a refund for all the pmi charges since last appraisal also.Again settle for it being removed pmi.i have proof of all I'm saying thanku
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02/07/2020 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
Error 1. Monies was applied to enities other than the princple payment and intrest. Mr . Supplied rational legal representations of why they have the decresion to apply monies but this wasnt stated to me inwhich i filed the first complaint because they never told me in documents that they were going to disperse monies in this manner. If this was conveyed in a way I would have understood and the inital complaint would not have been filed.
Error 2. XX/XX/2019 After timely filing withing the 37 days that fed allots Mr Cooper loses my paerwork forcing the process to be delayed and I resubmitt the information and it was acknowledged as acceptable until a period after five business days and it was in languange that didnt address the acual situation of why my modifcation was denied Error 3 I called this company NUMEROUS times to address these occurances prior to becoming a problem and Mr Cooper represenatives stated docuemtns were acceptable but i would get a letter via email on Mr cooper website fifteen to thirty days later that I have been denied for timely filing, illegable documents, updated documents and eccessive obligations.
Error 4 I sent email correspodense to Employees of the Mr Cooper and to a dedicated email XXXX Showing that I am not garnished for child support nor am i paying it and that information that was inputed prior was in error and needs to be revised yet Mr Cooper continues to revist the same errooneous information even though i lawfully submit documents to substantiuate otherwise After Mr Coopers ineptitude to follow its own process and provide cohesive instruction to rectipients of its process one futher incurred adverse action from Mr cooper because then income was taken into acount from XX/XX/2019 until now and i would have been back to work and gainfully employed had i had a modifcation. Countless employess were informed of this they were informed i was workign diligenlty to get back to work after my ailment and that it hurting my chances of sutiable employment that my credit report is damaged due to the fact that i wasnt able to get a modification Tricked by a agent of Mr Cooper to pay a principle payment inXX/XX/2019 because thats the only way Mr COoper would approve a modifcation ( this is during Mr Coopers Document Fiasco and i paid this in good faith. I could have saved the money for legal counsel because thats the only way I will recieve justice
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05/12/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Older American |
The loan was originally a XXXX loan which was taken over by XXXX XXXX XXXX. I got a loan mod from XXXX XXXX XXXX in XXXX and made every payment according to the loan mod document. In XXXX of XXXX Nationstar took over the servicing of the loan. They told me I did not have a loan XXXX and that I was behind in payments by 11 months. I had all of the cancelled checks that XXXX XXXX XXXX had cashed so I did not understand how that could be. The loan mod was also recorded at the County Recorder 's Office so I knew that I had a loan mod and I had been paying the payments according to what the loan mod said.
Nationstar began sending my payments back to me and would not accept them so that they could put me into foreclosure and try to take my house.
I tried to apply for another loan mod to get out of foreclosure but they kept losing the documents and would not give me one. I requested their accounting records but the records they sent were illegible and what was legible was incorrect. They refused to correct their accounting and kept refusing my monthly payments. Attorneys tried to deal with them to no avail and then they said I had to sue them. They kept getting out of the lawsuits on technicalities. One time we went to mediation and their attorneys said that if I dropped the lawsuit they would make sure that Nationstar did not lose my documents so I agreed to that and I applied for a loan mod again. I submitted all of the documents they asked for. While they were supposedly reviewing the documents they put me into foreclosure again. They were not supposed to be able to do that.
The CFPB and AGs sued them for the same things that I sued them for and they settled with them. Nationstar is continuing to do the same things for which they were sued. I have filed complaints with the CFPB and the last time I did Nationstar said they needed more time to respond and in a letter dated XX/XX/XXXX ( see attached ) they said they would respond by XX/XX/XXXX but they still have not responded and it is the middle of XXXX. In their letter it said I could contact my Dedicated Loan Specialist but when I did that I was told that they could not talk to me. They told the CFPB that they were going to respond to me and not to the CFPB but they never did that. They just lie and continue to breach the settlement order that was posted on the CFPB web site. Is anyone going to enforce the settlement?
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03/17/2019 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Difficulty submitting a dispute or getting information about a dispute over the phone
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|
Web |
Older American, Servicemember |
In XX/XX/XXXX my mortgage payment increased from {$1000.00} to {$1100.00}. Due to a grievous oversight on my part I failed to increase the payment. Mr. Cooper Mortgage company held my inadequate payment and threaten by XXXX XXXX XXXXbut there was a dramatic hit on my credit report for non-payment. Eventually the credit issue was resolved with Transunion credit bureau and my credit score was restored.
I am in the process of selling my current home and trying to prequalify for the purchase of another home. Therein lies the problem. Upon an inquiry of my credit it was disclosed that I was late on 4 mortgage payments for the months of XXXX, XXXX, XXXX, and XX/XX/XXXX. My credit scores are impeccable with the only blemish being 4 late payments on the XXXX Credit Report.
Other than the XXXX mix-up, I have never been late for any payment while a client of Mr Cooper. I have called twice trying to resolve this issue. On XXXX XX/XX/XXXX I called and asked for a copy of my payment history and also a letter stating that I was, in fact, on time for the payments of XXXX, XXXX and XX/XX/XXXX.
According to the customer service representative on XXXX XX/XX/XXXX, it was stated that they would send a copy of the payment history and a statement saying I was never late on mortgage payment except for the one incident of XX/XX/XXXX. He only sent the payment history and not a clear explanation of no late payments. i am beginning to wonder if my file flagged or are the customer service reps being told not to help out with this issue? I have called twice and written one letter and sent an additional registered letter to ensure someone is made aware of my circumstances.
The payment history of my current mortgage they provided shows only the XX/XX/XXXX mishap. As one can see, the only blemish is XX/XX/XXXX. The payment history is and has been consistently on time each and every month for the past 46 months. I know the credit report states 4 late payments but the historical data provided by Mr Cooper shows only the mistake in XX/XX/XXXX.
I have requested an immediate Rapid Resolve and Rescore to correct this error. I am in the process of selling this property within the next 3 weeks and because of this mistake I can not pre-qulaify for a new mortgage. Please understand that any further delay in rectifying this grievous credit issue impacts severely upon my ability to purchase a new home.
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09/16/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
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Web |
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I put a mortgage in pandemic forbearance with Mr. Cooper ( Nationstar Mortgage ) in XXXX of XXXX. I have continued to make ongoing payments to this account throughout the pandemic however the account is not current. The payments made to the Nationstar Mortgage have been made through XXXX XXXX XXXX Bill Pay.
ALL OF THESE PAYMENTS HAVE BEEN ROUTINELY APPLIED TO MY ACCOUNT UNTIL XXXX OF XXXX.
In XXXX of XXXX I began reaching out to Nationstar to bring the account out of forbearance. I told that I could make additional payment of {$3000.00} and {$2800.00} in the month of XXXX and then be enrolled in a post forbearance repayment plan that would be roughly {$3400.00} a month for 6 months. During 2 recorded conversations I was assured I would be able to do this beginning in XXXX of XXXX.
On XX/XX/XXXX and XXXX I made payments of {$3000.00} and XXXX per agreement on a recording line through my bill pay ( as I have done for years ). As of XX/XX/XXXX, the payments had not posted to the account in question however they did accept payment on an account that was not in forebearance.
For 15 days the money I paid on the account has not posted and I opened an inquiry with XXXX XXXX XXXX. Multiple calls to Nationstar and emails of data with proof of payment did not move Nationstar and they continued to blame XXXX XXXX XXXX.
on XX/XX/XXXX XXXX XXXX XXXX provided proof that Nationstar had REJECTED THE PAYMENTS.
I made online payments of {$3000.00} and {$2800.00} on XX/XX/XXXX while on the phone with Nationstar, they are in agreement that the payments are pending posting.
on XX/XX/XXXX I again reached out to the Pandemic ( Loss Mitigation ) department to confirm I would be able to be enrolled in a pandemic program as was discussed in XXXX of XXXX and I was told I would not be able to enroll in the program previously discussed and the company does not provide accurate information or a program for my bringing the account current. I am reaching out to your agency to investigate their business practices as it relates to pandemic forbearance and repayment of loans impacted by the global crisis.
My questions : why were my payments rejected in XXXX Why have I received no written notification of my repayment options and why do the terms and payment amounts change every time I reach out to them What are the standard guidelines they are using to help bring homeowners current
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12/11/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
|
This is a follow-up to complaint number XXXX. There is no additional option available to update the case from my end, which is why I am have to create a follow-up case.
Problem description : Mr Cooper illegally added an escrow account to Loan # XXXX. As a result, the monthly payments changed from {$3300.00} to {$4800.00}.
Update : Persuant to the letter from Mr XXXX XXXX dated XX/XX/XXXX, there has been a few updates to the case : 1. It looks like the escrow account has been updated. It no longer shows that I need to pay an amount of {$7900.00} - however, it still shows an amount of {$400.00}. That is still incorrect - it needs to be XXXX. ( see attachment Account snapshot XX/XX/XXXX.pdf ).
2. The XXXX payment of {$3300.00} has not yet been applied. I have been making timely payments and not being applied to the mortgage balance will cause late payments and fees and adverse credit reporting, which are not acceptable.
3. I have still not received an explanation as to WHY the escrow account was added. Specifically, I would like to know which section of CA Civil Code 2954 ( a ) caused this - a statement saying that the escrow account has/ will be removed is not sufficient. I am not aware of any of the conditions being triggered and if none of the conditions were triggered, then it is very clearly a violation of CA laws. ( see attachment Loan_Document_Escrow_Conditions.pdf ) 4. From my messenger conversation with Mr Cooper agent XXXX ( see document Messenger Conversation.pdf ), it appears that Mr Cooper has paid one installment of property taxes on XX/XX/XXXX. There are several problems with this claim : a. I can not see anywhere on my account where this transaction shows up.
b. The county website shows that the first installment of property taxes were paid on XX/XX/XXXX ( see attached Property Tax History.pdf ).
c. Given that I first raised this issue on XX/XX/XXXX and had informed that the property taxes had indeed been paid ( and reflected on county records ), why was this not checked?
d. This was clearly done without my consent and without any justification. I do not know who the taxes have been remitted to, if at all - Mr Cooper should work directly with that authority/county to recover the money. I will NOT reimburse Mr Cooper any of the amount. Instead, I will pay the second installment directly to the county as per the loan terms.
Regards XXXX
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03/11/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
|
I am XXXX XXXX, have a XXXX XXXX XXXX ; reading and writing is very difficult ; I am on social security XXXX -- using the computer is very difficult XX/XX/XXXX Mortgage Company Mr. Cooper is my loan service. When Cooper took over servicing my loan, I wrote a letter asking for public accommodation, modification to policies and procedures so I can call my payment in each month and XXXX waive its {$20.00} over the phone payment fee. My file was noted I am XXXX XXXX and XXXX and the {$20.00} convenience fee was waived.
My account was assigned to the Escalation Department and originally I spoke to management of this area who assured me there is no fee for making payments by phone.
Last month I called and used the computer with assistance of a service rep XXXX it took an hour to find a simple task ). I don't remember if my account was logged in. I learned that once an account is logged in, it sends a message through the computer system that customer is able to use the system which is FALSE. I use a screen reader and I have great difficulty composing letters ( takes forever ) due to my XXXX XXXX. SO NO, USING THE COMPUTER IS NO GOOD FOR ME.
.XXXX XXXX, XXXX I called to make my mortgage payment as usual and the representative stated there was not record I sent a letter to Mr. cooper mortgage asking for fee waiver and from this date forward a {$20.00} convenience fee would be added for calling my mortgage payment in. I was offered methods of payment that do not work for me.
1. Pay by check. I do not receive my social security check until the end of the month and it takes up to 15 days for the mortgage company to process my check. So this doesn't work, 2. Pay online -- It is very difficult for me to use the computer and my ability to read. So this doesn't work.
3. Pay via auto withdraw. I can not always pay my mortgage on the same day and time each month due to other bills ; I am on a limited income and have to pay bills as I am able. So this doesn't work either.
The customer rep stated she had no record of the ( attached ) letter and the mortgage company would waive the convenience fee of {$20.00} this one last time. She said was was aware of the Americans with Disabilities Act but the mortgage company has alternate methods of payment and therefore they comply with the ADA.
I need to be able to pay my mortgage by phone or I will be severely put behind.
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05/13/2019 |
Yes |
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- Struggling to pay mortgage
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Web |
|
XX/XX/2019 XXXX XXXX XXXX XXXX Loan number XXXX XXXX XXXX XXXX XXXX , TX XXXX Good morning, My husband and I are reaching out to you, in the hopes that you will assist us with our dealings with mr. Cooper.
Currently, mr. Cooper is making NO effort whatsoever to engage us in meaningful and substantial dialogue, which will lead to resolving our foreclosure situation.
To begin - our loan was transferred to mr. Cooper, from Seterus Loan Servicing, in XX/XX/XXXX. At the time our loan was transferred, we were in default, however, Seterus had modified it, 2 years prior - to roughly 150 % loan to value. This is an important piece of information, as I'll explain in a moment.
We initially hired an attorney to assist us with our negotiations - XXXX XXXX XXXX. Mr. XXXX did little more than cash our checks, in his efforts to resolve this situation for us, so after disengaging with him, we retained a company who claimed they performed loan modifications - XXXX XXXX XXXX. This company did almost as much work as attorney XXXX.. NONE.
Since disengaging with XXXX at the end of XX/XX/XXXX, we have been repeatedly told by mr. Cooper that our file/account is STILL labeled as In Default Litigation and that they're unable to discuss our account with us.
This, in spite of the fact that we sent our confirmation letter of disengagement with XXXX, as well as a complete explanation of our relationship with mr. XXXX - along with a request to correct the current account status, as we're looking at a Summary Judgment hearing on XX/XX/XXXX.
This process has been incredibly frustrating and, we we're told buy mr. Cooper before hiring XXXX, that no modification could be done - due to the fact that the loan was beyond the legal guidelines to modify. I'm referencing the 150 % loan-to-value modification that was done by Seterus.
It's clear that mr. Cooper acquired this loan, knowing full well of what their intentions would be, with a very nefarious intent - either Force us to come to the table with cash ( which they've done. Demanding {$38000.00} ) or, take our home by way of sale, cash in the insurance on the loan and then sell our property for pure profit.
Mr. Cooper has been accused and convicted of this type of activity thousands of times. We need your assistance to call them to the table and demand that they resolve this issue.
Thank you in advance for your help with this!!
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05/30/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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Mr. Cooper took over my mortgage in XX/XX/XXXX and for several months, was adhering to our loan agreement by granting me the ability to make penalty-free early principal payments. In XX/XX/XXXX I removed the escrow from my loan. My monthly payments decreased. Then in XX/XX/XXXX, Mr. Cooper terminated my ability to make penalty-free additional principal payments.
The penalty that Mr. Cooper has been charging me since XX/XX/XXXX is disguised ; it is not labeled as a penalty fee. Mr. Cooper is instead penalizing me by misapplying my additional PRINCIPAL payments as extra monthly payments.
Therefore, I do not get credit for principal paydown.
Each principal payment is misapplied as extra monthly or triggers reversals of my monthly payment which is then re-reversed and re-applied over subsequent days or weeks. With the tactic of misapplication, reversal and re-reversal, Mr. Cooper delays, by days or weeks, applying additional principal payments to principal.
It is sometimes even worse. In XX/XX/XXXX, Mr. Cooper completely neglected and refused to apply my additional principal payment to principal. This happened again in XX/XX/XXXX. In a phone call on XX/XX/XXXX, XXXX XXXX XXXX made the correction by applying my XX/XX/XXXX additional principal payment to principal ( 19 days late ), but she did not modify the date to accurately represent this XXXX delay.
Mr. Cooper 's data from their website does not show the number of days of delay, because when Mr. Cooper applies my principal payments, after taking advantage of the misapplication-reversal-re-reversal delay tactic, Mr. Cooper does not modify the payment date accordingly.
In each phone call, I say multiple times that I want these payments to go to principal, but they do not. One customer service representative explained that when Mr. Cooper customers mail their additional principal checks to Mr. Cooper, no matter how large the words additional principal appear on the check or stub, the amount will nonetheless be applied as an extra monthly payment. When I learned that, I stopped mailing checks and have since only made payments by phone.
Summary XX/XX/XXXX Mr. Cooper bought my loan XX/XX/XXXX I took escrow off my loan XX/XX/XXXX My monthly payment decreased from {$1700.00} to {$1200.00}.
XX/XX/XXXX Mr. Cooper began charging me a hidden penalty by delaying or refusing to apply my payments to principal
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04/11/2022 |
Yes |
- Debt collection
- I do not know
|
- Took or threatened to take negative or legal action
- Sued you in a state where you do not live or did not sign for the debt
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|
Web |
Servicemember |
We have bought insurance on our property with our agent under a multipolicy discount ( my son and my mom have insurances on their houses or cars with the company ) and there was a leak in the bathroom pipes when we had snow inside the hosue, flooding the bathroom, bedroom carpet and the closet carpet.
We filed a claim, and the agent and I spoke about it and he sent it to the XXXX. The XXXX told us to go ahead and contract the repair plumber and drywaller. We did not hear from them for days and the laborers stop the work until they are fully paid.
The XXXX came back from vacation and told that the insurance contract that we had with the agent who resigned got refunded and terminated. And that another company took over, who is inside XXXX XXXX XXXX.
The XXXX declined o pay the bill of the repair, and my mom has XXXX, and she got covid and I too, we had to be quarantined in our house and the smell by now was very strong and made us so sick.
The insurance company did not even send someone to inspect the property at all and then when we called, they put a company by the name Mr COOPER as a payee and when we called them and gave our information, none of their loans matched my mother 's ( XXXX XXXX ) or my social security number ( XXXX XXXX XXXX ) and they told that they can not give information to us at all about this " debt '' because we are NOT in the loan, We called the title company escrow agent XXXX XXXX who closed on our home ( attorney escrow agent ) and he told us that the loan was probably done " in personality '' by the prior sellers after we closed on the loan.
The bathroom repair costed XXXX and there is yet to replace the carpet that is moldy now and will affect our health and we do not have money to lend XXXX while they send an inspector to inspect our home. The claim was filed in XXXX, and it is almost 2 months now XX/XX/2022. I called the NM XXXX and told the agent I was going to file a complaint with the nm department of insurance because if the pipe burst inside the wall and lots of water rushed out and flooded the room, then it is due to a pipe damage covered under water damage, and all the consequences and damages stemmed from that. /all state then issued a refund of our policy and sent us back XXXX $ and cancelled our insurance to not pay the claim.
They then retaliated and cancelled our insurance and returned our payment on our policy.
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02/10/2023 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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|
Web |
Servicemember |
XXXX and I are both service-connected XXXX Vets and he and his wife XXXX are under contract on a more accessible house that will improve XXXX daily quality of life. I have made an offer to purchase their current home via loan assumption and a cash payment to cover the remaining equity theyve built in the home. VA Loans allow for these assumptions, and the current servicer, Mr. Cooper ( formerly Nationstar ), assured XXXX and I that this process could be completed timely, within the bounds of a traditional real-estate-close schedule. We received these assurances verbally before we signed our sale/purchase agreement. After signing, we immediately reached out to Mr. Cooper with the sales contract and initiated the assumption process.
We completed all documents they requested, and provided those, along with any documents we anticipated they would require, within 1.5 business days. Mr. Cooper then told us that this process would take XXXX to 6 months. Each time we speak with someone at Mr. Cooper, the number we are given changes once we were told 30 days, the next time 60 days, another time 45 days, and so on. The most recent interaction I had with them was today, and they landed on 4 to 6 months as the estimated time to complete the assumption. I also had XXXX XXXX XXXX from XXXX XXXX XXXX XXXX XXXX on the phone with them today. He was taken aback by the notion that it would take XXXX XXXXr 4 to 6 times longer to only run credit and order an appraisal than it would to do both of those things AND fund a loan, as they do with new retail loans.
XXXX XXXX states that they do not have a way to transfer us to the Assumptions team to speak with someone who can give us any sense of whether the paperwork we submitted was complete, what the next steps are, or any realistic time frame. The XXXX XXXX agents weve spoken to have requested internally that the Assumptions team reach out to us directly, but we have not received any calls or emails in response.
Given the way South Carolina 's real estate laws work regarding XXXX money, both XXXX and I stand to lose thousands if our deal falls apart, as it would cause his other deal to fall apart as well. Worse, however, is that XXXX and XXXX will have restart their sale and search processes and prolong the time spent in a home not well suited to XXXX needs. We are desperately seeking a timely solution for this issue.
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09/03/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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I am an authorized third party, representing borrowers XXXX XXXX, and XXXX XXXX, owners of XXXX XXXX XXXX XXXX XXXX Illinois. I am mediating a short sale, under the supervision of attorney XXXX XXXX, of XXXX XXXX XXXX XXXX XXXX, on a XXXX XXXX insured, Mr. Cooper serviced mortgage. As part of my work advocating for the XXXX family, I made Mr. Cooper aware the property was in poor condition and for best valuation data, we were requesting an interior appraisal be performed to best ascertain property value. -- -- - Despite my request, Mr. Cooper and XXXX XXXX commissioned a BPO valuation on XX/XX/2020 in order to determine fair market value for the sale of the above referenced property. The Realtor has affirmed this was a mere `` drive by '' valuation. I was told by the Realtor, the drive-by occurred XX/XX/2020. I have made 7 requests for a copy of the valuation report : XX/XX/2020, XX/XX/2020, XX/XX/2020, ( XX/XX/2020 Mr. Cooper countered out buyers offer and asked for a response without supplying required value report ) XX/XX/2020, XX/XX/2020, XX/XX/2020 and lastly, in a formal escalation request to XXXX on XX/XX/2020, I asked again. Mr. Cooper 's employees have either pushed the request to a different rep, claimed it was XXXX 's call to deliver it to me, and flat out refuse to state it was confidential to XXXX XXXX -- -- -- - I responded to the denial, and opened the XXXX escalation case by providing a copy of the regulation to each entity - in particular ; BUREAU OF CONSUMER FINANCIAL PROTECTION 12 CFR Part 1002 [ Docket No. CFPB-2012-0032 ] RIN 3170-AA26 Disclosure and Delivery Requirements for Copies of Appraisals and Other Written Valuations Under the Equal Credit Opportunity Act ( Regulation B ) -- -- -- - I pointed both Mr. Cooper and XXXX 's employees to pages 2, 23-24 and 27, which specifically address the responsibility of servicer to give loss mitigation borrowers a copy of their valuation reports -- -- -- In a call from XXXX on XX/XX/2020, a XXXX employee called me to tell me they would inform Mr. Cooper to comply with regulation. To date, I still do not have a copy of the valuation report. I believe Mr. Cooper and XXXX XXXX are withholding the valuation report because they know it is a flawed report and to attempt to exhort more money from buyers at risk to the XXXX family of losing a true fair market value offer for their property.
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03/16/2020 |
Yes |
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- Struggling to pay mortgage
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Web |
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On XXXX I telephoned the loan servicer on my mortgage loan Mr. Cooper AT XXXX to ask for Financial Assistance to stop the foreclosure on my home. I asked for financial assistance and asked what I could do to stop the foreclosure. I asked if I could get a loan modification or forbearance. At first I was told that I could be sent a loan modification application and then as the call proceeded I was told that a loan modification or forbearance was not allowed by the holder of the Note because I have a FHA mortgage and that Mr Cooper only services the loan. I do not understand why I can not get Financial Assistance because I have a FHA mortgage. This information was provided by a Loss Mitigation Department employee XXXX who stated she was not required to give me her last name when I asked for it. I have a FHA mortgage and owe a little over $ XXXX on my balance. I am self employed and I have a financial hardship and need assistance to save my home from foreclosure. I want to save my home that I have lived at and been paying on for 34 years. I have paid on my home since XXXX and have a financial hardship. I need help and Mr Cooper offered me no resolution or options to provide me with any sort of financial assistance. I need the holder of the note to provide me with some sort of financial assistance to save my home. My interest rate is extremely high over 9 percent and the mortgage rates are lower than that. I really need help to save my home. Mr , Cooper says the only way I can stop foreclosure is to pay the full reinstatement amount which is over {$2600.00} and that they could not provide the exact dollar amount and would have to order the exact reinstatement amount and it would have to be paid within 24 hours. How is this any help? I can not pay that amount and need financial assistance to save my home. I feel as if they want to take my home rather than provide me any type of resolution or assistance to stop foreclosure and let me pay a reduced amount to save my home. Both the HUD website and Mr Cooper website claim they can help offer financial assistance to their customers if they have a hardship but they will not help me by reducing my loan payments and interest rate or do a loan modification or forbearance to save my home. Who can help me save my home since Mr. Cooper will not assist me with a resolution other than to pay an amount I can not afford.
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06/01/2020 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
I have a VA home Mortgage through Mr. Cooper loans. In XX/XX/2019 my loan servicer was switched from XXXX to Mr. Cooper and it has been problem after problem.
Relevant to the Coronavirus pandemic, I run a XXXX XXXX as my sole source of income and had to shut my XXXX for over a month.
I had contacted in early XXXX, Mr. Cooper, to explore mortgage relief options. I was told they had a forbearance program but there was no loan modification and the entire balance of forbearance would be due at the end of forbearance. I was advised to refinance my loan, despite my vocal confusion over the fact that I had just told them my income was negatively affected. I Inquired about terms, rates and fees and was told that I would be getting a lower interest rate and payment for about $ 400-600 in fees. I was sent signing documents and discovered that there were over {$10000.00} in unmentioned fees.
I called Mr. Cooper mid XXXX to inquire about these fees and was told by a representative that I should not have been advised into a re finance, and that forbearance with loan modification would be an option. For whatever reason I was not told about what my loan modification would look like.
At the end of XXXX ( Thursday, XX/XX/XXXX ) I contacted Mr. Cooper to the end my forbearance. I was given options for repayment or to choose loan modification, and have my application sent to underwriting. I chose loan modification. On Saturday I checked into the Mr. Cooper app to see any notification from underwriting and I saw a warning that showed that I was delinquent on my loan.
I called Mr. Cooper for the first time at XXXX and struggled to get in contact with a representative for an hour. The representative then told me that I was in the loan repayment plan and not loan modification, in direct contradiction to what I had requested. The representative reviewed the notes from the previous call and said that representative said I chose repayment. I asked if all calls were recorded and she said that they were. At this point I requested speaking with a manager. I was then placed on a series of holds until XXXX when their call center closed, and the phone line was cut short.
This company is preying upon veterans, who are having their loans sold to Mr. Cooper only for them to mismanage these loans with borderline fraudulent communication and banking practices.
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09/13/2022 |
Yes |
- Debt collection
- Mortgage debt
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- Attempts to collect debt not owed
- Debt was paid
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Web |
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In XXXX of XXXX I exchanged my signature on a negotiable instrument along with using my credit card ( Social Security Card Number ) for a house valued at XXXX XXXX Dollars. I did not know at the time of signing that I was a natural person and a federally protected consumer or that HJR-192 prohibits payment of debt and substitutes, in its place, a discharge of an obligation. I was the only natural person to sign the documents, no one who represents Nationstar Mortgage was present and I also was not informed nor educated about my right to rescind the contract. In XXXX of XXXX I contacted Nationstar Mortgage by certified mail requesting validation of the alleged debt also including a cease and desist letter requesting that all forms of communication with me through any and all mediums cease.and to no longer contact me concerning efforts to collect this alleged debt. I invoked my special remedy demanding Nationstar to Zero out the balance on the account, grant me my property deed lien free and to delete the account from all consumer reports. Nationstar contacted me by email to inform me that that were ceasing communication with me, but has continued to do so by sending me emails and mail through the USPS. My special remedy has not been satisfied. I have sent Nationstar Mortgage over XXXX US Dollars from my bank account and I have also sent in several remittance coupons to Nationstar Mortgage to satisfy any alleged balance owed. Nationstar has either been misreporting or not reporting accurate information to the credit reporting agencies. They have sent information to the credit reporting agencies stating that I am late, when they were instructed to cease and desist all forms of communication with me through any and all mediums. I have most recently been sent a debt collection notice from Nationstar Mortgage stating that I am in default and my loan is currently past due. Nationstar has never loaned me any money so how can it request money. Nationstar Mortgage is requesting I make a payment in certified funds, cashier 's check or money order. Nationstar Mortgage has not honored HJR-192 nor has it honored or dishonored the remittance coupons it has received by certified mail from me and now are demanding additional forms of payment. Nationstar is an habitual consumer violator and are very dangerous to the consumer in this economic environment.
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05/04/2022 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
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- Trouble during payment process
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Web |
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I made a payment to Mr Cooper online on XX/XX/2022 for XX/XX/XXXX due date. I was told there was an error on the mortgage company side where my mortgage payment was applied to late fees and not the monthly payment. I have spoken to them on several occasions including the executive resolution department and was told they are sorry and will fix the issue and as of today XX/XX/2022 they still havent I was also told since the mistake was their fault I would not pay late fees for XXXX or XXXX and my account would be updated to reflect the payment date as of XX/XX/XXXX. I paid XXXX in which they applied it as the XXXX payment they charged me {$910.00} in interest for being late even though they received it XXXX XXXX weeks early. I was told again this would be fixed and they will credit my account twice by the executive resolution department I received letters from them several times saying the issue is resolved and it would take 24 hours to reflect on my account which it never happens. The last time they reversed the payment they did it for the XXXX payment and applied it back to my account and this issue wasnt even that month it was the payment for XX/XX/XXXX which I made on XX/XX/XXXX. All the resolution department does is give me a case number tell me they reversed the late fees and the payment will be applied to my account the late fees and the {$910.00} interest that was taken out of my XXXX payment would be removed and credited to my account. I emailed XXXX XXXX who was the last person I spoke to in executive resolution department after I received the notice on XX/XX/XXXX that the process was completed and my account would be adjusted within 24 hours to let him know my account still was not adjusted. I asked him to call me but as of yet no calls and he hasnt replied to my email. All they do is open the case give you a case number send you a notice saying it was fixed then close the case and nothing is ever done so I have to call again and the process starts all over. I am getting countless phone calls and text for payment for a payment they have and wont apply. I was also told they would credit my account fees that I paid for processing my monthly mortgage fees which was done over several years and still have yet to have that credited to my account all of which I have proof of.I havent been sleeping and the stress of all this in intense
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10/20/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Older American |
I have been in a mortgage forbearance since it was offered in XXXX due to the pandemic. With available extensions the forbearance will conclude at the end of XXXX. I have been in communication with the servicer of the loan Nationstar Mortgage LLC, d/b/a Mr. Cooper as to how to proceed now that the forbearance will be ending. Initially the discussion was for a loan modification, however that appears to be a high bar to get over, therefore I requested the modification request be canceled in favor of a workout plan which would incorporate a deferral of a portion of the arrears to the back-end of the note.
Since Mr. Cooper does not have the authority to act on its own, the lender, XXXX XXXX would need to approve of the workout plan and deferral. XXXX XXXX has the reputation of not working positively with borrowers, thus when Mr. Cooper listed the resource of the CFPB on the monthly statement, I called and the CFPB representative advised on filing a complaint as a precaution and preemptive action.
I am prepared to remit the higher monthly amount Mr. Cooper calculated at, {$1300.00} ( PITI ), verses the amount pre-pandemic of, {$1200.00}. The current principal balance is {$89000.00} at an interest rate of 4.875 %. There is a negative escrow balance of {$8200.00} as of my XX/XX/XXXX statement which is a result of RE taxes and insurance.
I want to be assured that the workout will be approved, whereas the escrow arrears will either be on the back-end or as Mr. Cooper indicated can be retired over a 6 month period. The total amount to bring the loan current is {$23000.00} which includes the negative escrow.
I don't believe that when the federal government had intervened to protect homeowners to have payments paused without interest or penalty but allow for a land grab by lenders at a later date if the full arrears at the conclusion of the forbearance where demanded is not made in one all inclusive payment or they would foreclose.
The loan has 34 years and 6 months to go. Loan number ; XXXX, property address XXXX XXXX XXXXXXXX XXXX NJ XXXX, which is my primary residence.The phone number for the Mr. Cooper XXXX XXXX XXXX. is ; XXXX. They use several addresses however I believe their main address is XXXX XXXX XXXX XXXX, TX XXXX.
My contact information is : XXXX XXXX XXXX - Cell ( XXXX ) XXXX email : XXXX address previously noted above.
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09/23/2020 |
Yes |
- Mortgage
- Other type of mortgage
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- Struggling to pay mortgage
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Web |
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Hi My name is XXXX XXXX XXXX and XXXX XXXX XXXX XXXX XXXX ) XXXX It all started in XXXX when my husband and I decided to invest in buying houses for a better future ( There is a lot of history behind this loan with XXXX XXXX XXXX, XXXX and others ) I been on critical financial hardship that's we started a Bankruptcy XXXX But still not closed I'm still have the risk to go to a foreclosure our home was on auction last XXXX We try hard to do a modification last year and part of this year but they never send us packaged they all the time offer us but they never send it to us No explanation on why they can't offer a modification. A person explain to us that This LOAN is not a correct loan something is wrong with this loan. because this load was XXXX XXXX XXXX, XXXX ( same as XXXX XXXX XXXX ) after that change to couple Nationstar XXXX XXXX XXXX / Servicer Mr. Cooper not sure who can help us Now our Lawyer is helping with the Bankruptcy XXXX but she don't know about real state. But my direct question is Why they don't want to help us with a modification? and why we still have the same Loan since XXXX XXXX When XXXX was sued they have to return part of the balance to the principal loan to a lot of people But except us Why?
At the least we would like to ask what to do. To ask the Bank to help us to modified our loan or return the money we pull from our primary home to our primary principal loan Our address is XXXX XXXX XXXX XXXX XXXX CA XXXX If we can't do anything about our Principal Balance at the least we would like to try to modified.
If I remember correct and I'm still have a letter from XXXX XXXX because I send a letter to her between XXXX and XXXX asking to review our fraudulent loans and she response to us to look for legal assistance but we never find the correct person.
On this loan is a lot of suspicious activities like electronic escrow transactions and more Also a loan in this loans for XXXX dlls that the only Bank appears is XXXX XXXX same as XXXX The trustee for Bankruptcy try to bring them to court but they never arrived. But the lien still in our home I hope you can help us or to guide us what to do.
If nothing what we can do because this happened long time ago AT the least we would like to know why thet denied the modification to us.
Thank you XXXX XXXX XXXX and XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX
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02/21/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I have been in an ongoing battle to get the PMI removed from my mortgage for several months. I finally was able to get the company to contact an appraiser to begin the process to see if the property was eligible for PMI removal based on current balance and newly appraised value. After receiving notification that the appraisal was completed, I was provided insufficient details on the results beyond " did not qualify for PMI removal ''. When first requesting detailed support from the appraisal, I was told that the house appraised at a value equal to the exact low end of the appraisal ( not having access to the detailed appraisal yet, my disagreement at the time was voice and I was told to simply file a disagreement. Once being told that, I stated that I would need a copy of the detailed version in order to make a more specific case for my dispute. The representative said she would send the appraisal to my email on file which I had her confirm ( XXXX ). After receiving nothing for a week, I followed up to once again request the detailed appraisal. Finally after requesting detailed documentation for a third time, I finally was providing the detailed appraisal ( as opposed to the summary one page document with no detail ). I find out that the appraisal actually came in ~ {$35000.00} higher than I was originally told the first time. Realizing this may have been an error in initially rejecting my request, I called back today and was put on hold for awhile while another representative looked into why it was denied. Prior to this, I was told that the appraisal needs to be below 80 % XXXX to remove PMI. Similarly, the Mr Cooper website says in plain English that you can request to cancel PMI at a level below 80 % XXXX. Yet, the representative today told me that the current XXXX of 77 % doesn't meet their requirement of 75 % XXXX which is a special requirement since the new value was from an appraisal. He also let me know that there is nothing he can do and nothing I can do except file a detailed dispute. I am in the process of filing the dispute as the initial appraisal ignored an identical comparable that is next door that indicates a value closer to XXXX % XXXX and contained inaccuracies. At that point, I decided to file a complaint with the CFPB as the story seems to be changing and inconsistent with the terms clearly stated on the website.
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11/21/2022 |
Yes |
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- Trouble during payment process
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Web |
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The company, Nationstar/Mr. Cooper/RightPath Servicing, is still not honoring the loan modification agreement made to me XX/XX/XXXX. As of the date of their letter, I was not allowed to make payments online. I called and tried making payment on XX/XX/XXXX and was told the system wouldnt accept my monthly payment of {$1100.00}. I called the next day XX/XX/XXXX and spoke with XXXX XXXX and he also said i couldnt make a payment. Due to the system wanting the full balance in lieu of the modification agreement. I called Monday and spoke with XXXX. Still not able. I called the next day, Tuesday XX/XX/XXXX and XXXX was able to accept my payment by re-coding. The funds have been in a suspense account ever since. Unapplied even after Ive asked numerous times for it to be, and Ive been charged a let fee because they have yet to reallocate the funds. I was told to resubmit my modification paperwork, by XXXX XXXX. The next day his boss XXXX XXXX XXXX informed me a new copy of the loan agreement with original terms would be coming via XXXX XXXX. I mailed both in and even called to give them the tracking numbers, that i still have. On XX/XX/XXXX, I was called by XXXX XXXX and instructed to pay XXXX payments which i did on XX/XX/XXXX because the system wouldnt patch me through to anyone on XX/XX/XXXX when i tried making the payment. XXXX of which was for XX/XX/XXXX, which i was originally told to not pay so that the underwriters had time to process the numbers and any payment made in that time would cause them to have to start over and delay the process. So I now have XXXX payments of {$1100.00} ( {$3500.00} ) that should be going to my monthly payments that are in a suspense account that they wont reallocate while theyre charging me late fees on, as of this letter, and Im told that they would try to honor my modification but cant promise, when i have multiple correspondences where they admit their error and agree to honor the offer that THEY made me almost 14 months ago. ... XXXX payments. Right before XXXX. Just to sit in an account and not be applied so they can charge late fees. 14 months of them saying theyre going to honor the agreement, just to let a few weeks go by to say Ive been denied the modification legally agreed upon over a year ago. Please assist & let this serve as yet ANOTHER notice of THEIR error in need of correcting ... .again.
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02/03/2023 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
I was granted a forebearance due to being affected by COVID ( loss of income and loss of a family member ). When the forebearance ended, my XXXX appeal was still pending from initially being denied and I was in an active bankruptcy. I asked my mortgage company for any type of assitance or a modification. I was sent paperwork to do a partial claim and a modification, but the monthly payments would increase HIGHER than what they were, the interest rate would increase, and they wanted me to START over with a 30 year mortgage. I spoke to my bankruptcy attorney and he advised me NOT to agrre to those terms, as my home is in need or major repairs! He told me to " View my home as if it was my 1st time buying it, and determine if it was worth the {$200000.00} + that the mortgage company was modifying the loan for ( which was HIGHER than my initial purchase in XX/XX/XXXX ). '' I did not agree to the 1st solution Mr Cooper offered and they said they understaood and would revise the payment and send me some new documents. After a few months, I got another modification and partial claim. STILL with the SAME terms as before! However, I had also applied for mortgage assistance with Mortgage Assistance of Alabama ( where they stated they would pay up to {$50000.00} ) of my loan. I asked Mr Cooper if they could put the extra $ XXXX on the back end of my mortgage, so I could qualify for the guaranteed grant of {$50000.00} and I was told no. As a result, Mortgage Assistance of Alabama denied my assistance because they said I could not be behind over {$50000.00} and Mr Cooper reported to them that I was behind over {$78000.00} ( although my statement showed {$60000.00} ). The time frame of each company overlapped, and I had to reapply for another modication. Mr Cooper just sent me the loan modification papers XX/XX/XXXX and stated I need to contact them by XX/XX/XXXX or foreclosure proceedings will start, and my 1st trial payment is due by XX/XX/XXXX. The monthly payment is a little higher ( from {$1300.00} to {$1500.00} ), but they are STILL forcing me to change my loan from 21 years back to 30 years, and from 4.25 % to 6.625 % interest rate. They have added THEIR attorney fees and several inspection fees to my mortgage that I was unaware of. This seems like PREDATORY lending and/or price gauging, and is not assistance for Pandemic Relief after XXXX!
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01/16/2021 |
Yes |
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- Trouble during payment process
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Web |
Older American |
I AM EXERCISING MY RIGHT TO LOAN CANCELLATION WHEN MORTGAGE FRAUD IS PROVEN ... WE HAVE MULTIPLE COUNTS # 1 ... DEFENDANT NATIONSTAR PLEAD GUILTY TO MORTGAGE FRAUD IN A CLASS ACTION LAWSUIT I AM A PLAINTIFF IN. Mortgage holder XXXX XXXX won this lawsuit as a plaintiff. COPY OF GUILTY PLEA ATTACHED # 2 ... FOR THE 6TH TIME, NATIONSTAR STOLE A MONTHLY PAYMENT WHEN I TRIED TO PAY MY LOAN AHEAD ... My XX/XX/2021 payment was stolen. I want a copy of the digital recording of my call sent to my email address @ XXXX immediately in case loan is not cancelled as required by law. COPY OF STOLEN PAYMENT ATTACHED # 3 ... NATIONSTAR ILLEGALLY CHARGED 36 LATE FEES ON XX/XX/2021 ... TO COLLECT ILLEGAL ATTORNEY FEES THEY ADDED YEARS AGO .... This repeated mortgage fraud is an active case with the XXXX XXXX XXXX Department. All of this evidence will be added to the case against XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX and XXXX XXXX. A REMINDER FOR ALL ... There is no statute of limitation in Florida if the defendants are out of state. ALL defendants are out of state. Florida is no stranger to out of state crime. XXXX XXXX is a good example of an old case gaining new traction.
# 4 ... NATIONSTAR IS STILL COLLECTING AND POCKETING PMI ( MORTGAGE INSURANCE ) .... PMI WAS REMOVED FROM THIS ACCOUNT LONG AGO. .... ( COPY ATTACHED ) # 5 ... PROVIDING AN ILLEGAL PREPAYMENT AMOUNT ... Nationstar is requesting {$110000.00} ... Loan balance is {$110000.00} ... 100 % FRAUD Nationstar, and XXXX XXXX who initiated this loan with fraudulent loan origination paperwork, continue to put themselves at legal and criminal risk with blatant and flagrant legal violations.
We have retained all of the written evidence from the past and have added this new evidence to the file for this case. If needed, we will accelerate the criminal side of this proceeding in Florida, and also with the FBI which has the file that was referred to them by XXXX XXXX Law Enforcement. These are real files. You answered real subpoenas. Our evidence and both cases are real.
IF you refuse to cancel the loan as required and we are forced to seek additional financial relief in a Florida civil court again, please know we saw the entire defense ... and I found an attorney that not only despises banks ... he wins ... and gets the $ $ . If forced, we will seek the max amount from all involved.
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03/17/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Improper use of your report
- Received unsolicited financial product or insurance offers after opting out
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Web |
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I called Mr. Cooper on XX/XX/XXXX to inquire about a recent increase in my mortgage payment. I was informed that it was driven by a recent increase in property taxes. The representative then informed me that he could do a complimentary " health check '' of my mortgage, and asked for my consent which I obliged. After a brief hold, the representative informed me that he checked, but based on current market rates refinancing would not be beneficial for me. It was at that point I realized he ran my credit for refinancing options. At no point prior to this did he mention refinancing at all. Had he done so, I would have declined. I called back on XX/XX/XXXX and requested to speak to a manager to voice my concerns over how the matter on XX/XX/XXXX was conducted. In speaking with the representative, she continued to stall transferring me to a manager. We discussed my previous call and indicated that despite the previous representative 's advice, she believed refinancing would be beneficial. She indicated that refinancing would be my only option to remove PMI from my payment. I questioned whether the increase in interest that I would incur over the course of the loan as a result of refinancing would make sense and she assured me it would and that I would be responsible for paying PMI for the duration of the loan otherwise. Based on the Homeowners Protections Act of 1998, I know this to not be true. The representative also mentioned the amount of equity I now have in my home, and after doing some research of my own, it appears I in fact would be a candidate for PMI removal based on the current value of my home and loan. That said, the representative put me on hold for over 20 minutes while she researched further. I ended up hanging up at that point because I had zero confidence that she would finish assisting me. That call lasted for XXXX minutes without any resolve to my original intent for calling. It appears to me that the representatives at Mr. Cooper are influencing consumers into refinancing based on false and inaccurate information. They indicate to be " licensed mortgage professionals '' but lack full transparency when speaking to consumers as well as comprehensive knowledge of mortgage guidelines. If my credit is being ran for a loan application that should have been clearly communicated upfront, versus using vague terminology.
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03/20/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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On XX/XX/21 I made 2 principal payments XXXX and XXXX in order to pay off the note. I was contacted by MR Cooper ( XXXX XXXX ) that I can not pay of the note this was and that the payment would be held against escrow ( which I do not have an escrow account with them ) She told me to do a web payoff request and wire transfer the monies to Mr. Cooper. I did this on XX/XX/21 in the amount of XXXX. I have screen shots of the web site and a copy of a letter of congratulations letter from Mr. Cooper dated XX/XX/21. after a couple weeks with no communication, I contacted Mr. Cooper to inquire as to the time for lien release via web site correspondence ( I have screen shots of this ) and they said about 60 days was required. I received 2 phone calls from XXXX XXXX from Mr. Cooper XXXX & XX/XX/21 voice messages claiming a stop payment of the payoff from XXXX XXXX XXXX. The money was sent via wire transfer and IS NOT STOPPABLE!!!! I have been in contact or attempted contact with many " coopers '' including multiple times with managers " XXXX '' and XXXX XXXX and several other employees including XXXX XXXX who had a payoff quote that was for XXXX that included more fees and interest on a note I had actually paid off, including a notation of an unapplied credit of XXXX. Mr. Cooper had sent me a check for XXXX dated XX/XX/21, which I was told by XXXX XXXX to cash. I attempted to do so on XX/XX/21 and Mr. Cooper had issued a stop payment! As of XX/XX/21, Mr. Cooper will not take any of my calls, will not answer e-mails and they will not give me contact information for the payment center in XXXX XXXX. It has been 6 weeks since I paid this loan off and we have received nothing but another payment do notice! I have spent many hours trying to rectify this situation but it seems that Mr. Cooper will not correct the accounting that I have requested for weeks and will not allow me to pay off my mortgage! I am seeking legal console next week as well as Mr. cooper seems content to ignore my pleas and continue to charge me fee and interest on a note I paid off 6 weeks ago. I am exasperated and I am in need of help from someone with the clout to make them at least fix THEIR XXXX and let me part ways with their sorry company! I am hoping there is an upload to come so I can give you copies of my corroborating correspondence. PLEASE HELP! XXXX XXXX XXXX
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10/27/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Servicemember |
This problem involves Mr. Cooper loans formerly known as Nationstar mortgage. I fail behind on my payments after 13 years of never missing a payment with a credit score of XXXX. This came as a result of losing my job.
I performed odd jobs and tried to make payments online as I have always done. However, the company froze my account. I wrote them a letter to please allow me to make payments because I wanted to pay down what I owe but they ignored it.
After 5 months, strangers started coming to my house because the mortgage company put my name, home address, telephone number to the public. During job interviews at one point, I began to get harassed by call after call from total strangers who got my number from Mr. Cooper. When I say harassed, I mean back to back to back to back phone calls from complete strangers asking to purchase my house. I would get 15 calls in one day frequently.
I called them to complain and every single time they asked " what are the people calling you saying? '' I tell them and their response is always " interesting ''. The number the gave me for mortgage assistance which I have called 21 times ... every single time there's only an answering machine belonging to a Ms. XXXX. I left a message several times. Yet when they call back, there is only static on the other end. No human ever called back. Even when I called back immediately after the call, I would get the answering machine to whoever this XXXX is.
I tried to test them by inquiring about refinancing and I received a call back in 5 mins with an actual human being. I told him about my problem and he promised to call back but never did.
The entire time my house kept being invaded by complete strangers and phone calls multiple times per day. After several months ( 8 months ), I was finally able to get a real human being because I complained to XXXX. I applied for mortgage assistance, they denied and said I can appeal their decision. I followed the steps and appealed they ignored it and haven't responded in 3 weeks nor acknowledge receipt of the letter.
I am still unable to submit a payment online and now my missed payment is XXXX dollars. Had I been afforded the opportunity pay what I could it would not be this huge amount. Nor would I have lost my job because of the multiple calls back to back from strangers they gave my cell phone number to.
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09/12/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Trying to communicate with the company to fix an issue while managing or servicing your loan
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Web |
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My mortgage was transferred to Mr. Cooper starting XXXX XXXX. On XXXX XXXX, the auto draft and an extra payment of {$1900.00} was pending in my bank and with Mr. Cooper. I did not set up the new acct with Mr. Cooper till XX/XX/XXXX. Upon getting into my acct., I noticed that an extra payment was made, not by me, and that it was drafting out of my acct. I called Mr. Cooper and asked about it. I spoke with XXXX XXXX, she accused me of being the one that made the payment on XX/XX/XXXX. After going back and forth, she said that if it wasn't me then it was fraud. I agreed to launch a fraud investigation into this matter. I could not have made the payment online when I did not create my account till XX/XX/XXXX. They told me to wait till the payment has cleared and then they will refund the error. I asked, what if the funds are not there to draft? Then I will be getting a XXXX and over draft fee as well. She argued more with me and continued to say that it was my fault or fraud. If I say it was me then they will not launch an investigation, if I say I didn't make the payment then they will send it to the fraud dept. I asked how it is fraud when it was paid from my bank to my mort. She said because I am saying I am not the one that made the payment. I was sent to the escalation manager and told the same thing. This phone call lasted 45 min.
I then did on line chat on XX/XX/XXXX. I asked to be kept in the loop about the investigation into why this happened. XXXX said they will keep me in the loop via email. I then called the number XXXX gave me to speak to the payment dept. I noticed that the payment had now cleared. I called the number and spoke with XXXX to help me with the refund. She did get the refund going back to me since it had cleared my bank. I then asked her how the investigation was going. She noted that their is not one. I explained to her my phone call the day prior. She confirmed my story in her notes but no investigation had been launched. She then set one up and sent it to the correct dept.
With in an hour or so later, XXXX called back and said they looked into it and found out it was an inhouse error. When the loan transferred something happened and it double dipped my payment. This clarifies that XXXX did not know what she was doing, did not look into my issue or report the fraud and was so rude and frustrating.
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10/04/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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ACCOUNT/LOAN NUMBER : XXXX XX/XX/XXXX : Completed refinance with XXXX XXXX sold my mortgage to XXXX.
XX/XX/XXXX : XXXX XXXX sold my mortgage, DBA as Nationstar.
XX/XX/XXXX : Escrow change increased to {$3000.00} ( no explanation from Mr. Cooper ).
XX/XX/XXXX : Escrow adjustment increased to {$3000.00} ( Again no explanation ).
XX/XX/XXXX : I set up Autopayment through Checking account in XXXX of {$1300.00} ( actual monthly payment {$1300.00} ), effective About XX/XX/XXXX - I got alert from Crdit Bureau companies, initially XXXX and my bank and XXXX ( since I set up fraud alert ) of change in my credit. I login into these accounts only to discover that it is from mrcooper, my mortgage company.
XX/XX/XXXX : I contacted mrcooper. Initially, was told of escrow adjustment " that XXXX did not transfer correct amount, and the crease is due to that adjustment. Further inquire, was for me to contact their dispute office via emailing for late fee charges. I made double payment in XXXX and XXXX through direct payment.
XX/XX/XXXX : I wrote to XXXX to dispute the late fee and issues of escrow increase due to XXXX allegedly late transfer of my mortgage more than 10 months.
XXXX XXXX : I received a letter that mrcooper can not waive the late changes because of late paymnet of XX/XX/XXXX. I verified with XXXX of any insufficient fund in my account, which was different from what I was told on the phone.
XXXX XXXX : i further reached out to mrcooper, this time, I was told of due to escrow adjustment, there is increase, and mrcooper pro-rated escrow and I was advised to reach out to my county Assessor office. I called them, and I was told that my home annual assessment comes in XX/XX/XXXX. Could dis be deception or gimmick from mrcooper mortgage.
Resolution # ( without taking responsibility ) : XXXX ; XXXX, XXXX XX/XX/XXXX : I filled for removal of the negative credit report since mrcooper, and its agent failed to furnish me any information of notice before negative information is reported and failed to furnish information notice information after information is reported. XXXX XXXX, they sent me letter that they will not remove the negative report since it is they responsibility to report of no mortgage payment was received. Yet, I told them that they are autopayment, and they have not furnished me adequate and convincing information.
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12/17/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I purchased a new construction home on XX/XX/2020, my mortgage servicer originally was The XXXX XXXX. My 1st payment was due and paid for XX/XX/2020, then on XX/XX/2020 my mortgage was transferred to Mr. Cooper, I had called to inquire about statements and all of that since my XXXX payment would be due and they informed me that information is still being transferred over. On XX/XX/2020 I received my 1st statement from them and the escrow account owed was {$1100.00} instead of the {$680.00} that it should have been and was with the original servicer ( which was still high for what was owed ). I called that same day and was informed that they would escalate for an escrow analysis. On XX/XX/2020 I still had not heard back so I called again and was transferred to an escalation specialist XXXX XXXX who confirmed that the amount due was much higher than it should after reviewing my annual tax and insurance dues, she also confirmed that there was no escrow analysis done despite my being told previously that it was set up to be done. She said 3-5 business days and there should be a response, there was no response so I emailed her XX/XX/2020 and asked for an update, she responded that it would take a little longer to resolve. I follwed up on XX/XX/2020 with another email and was replied on XX/XX/2020 that it was resolved and that it will take 48 hours for the new statement to be updated online. The new statement was not updated and I am on the phone right now with another agent ( XXXX ) who informs me that the analysis is only effective as of XXXX and that the extra {$480.00} is still owed for XXXX ( which I already paid the old servicer for ) and XXXX. She also informed me that the new payment amount will be {$2000.00}. Since the loan was transferred I had 60 days before negative impacts will occur, but that time is quickly coming up and with the holidays soon it will take away from actual hours worked on my case.
I calculated my total annual escrow obligation to be as follows : PMI {$650.00} Insurance $ XXXX County Tax $ XXXX Municipal Tax $ XXXX School Tax $ XXXX for a total of {$3000.00} which comes out to $ XXXXmonth ( add a little in there for reserve funds XXXX XXXXTax amounts owed based on preliminary assessment, I have already appealed and have the assessment lowered so those values will actually decrease in a week or so.
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02/17/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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Refiling this as answer was not sufficient. Please return payment made, as you did with additional two payments made at the same time, or accept payment Paid in Full.
Qualified Written Request ( QWR ) Letter was sent to Mr. Cooper on XX/XX/XXXX. Item was delivered at XXXX XXXX on XX/XX/XXXX in XXXX XXXX XXXX, CA XXXX to XXXX. The item was signed for by XXXX XXXX. To date, Monday, XX/XX/XXXX, a reply from Mr. Cooper has not been received. Status Delivered XX/XX/XXXX at XXXX XXXX Delivered XXXX XXXX XXXX, CA XXXX XXXX XXXX XXXX XXXX XXXX XXXX, Florida XXXX XX/XX/XXXX Mr. Cooper XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX Ref : Error Resolution Notice under 12 C.F.R. 1024.35 Loan # XXXX QWR Qualified Written Request - {$3600.00} Payment Applied to Partial Payment Unapplied Funds I am writing to request detailed explanation and/or correction of the error described below in regard to the mortgage on my property at XXXX XXXX XXXX, XXXX, FL XXXX, loan account number XXXX. Identifying the Error 1 ) Payment made on XX/XX/XXXX {$3600.00} ( see USPS receipt ) Payment applied to Partial Payment XX/XX/XXXX - Unapplied Funds ( see statement ) 2 ) Payment made on XX/XX/XXXX, payment / check returned to Attorney XXXX XX/XX/XXXX ( see letter ) 3 ) Payment made online XX/XX/XXXX, refused online incoming funds and returned to bank account directly on XX/XX/XXXX ( see E-mail ) 3 payments, 3 different outcomes. As of today, Tuesday, XX/XX/XXXX, you are still holding the payment made XX/XX/XXXX, in an unapplied funds account. Explain why. Explain why one out of three payments was accepted. Explain why one out of three payments is now in an unapplied funds account. Explain why this payment was accepted and categorized as partial payment. Explain why this payment, if partial, was not applied to loan balance. Explain why or where the interest amounts for this partial payment has been applied to. Explain how much interest this partial payment and unapplied funds account has accumulated from XX/XX/XXXX to now. Explain why late fee has been added for XX/XX/XXXX/XX/XX/XXXX payment if you have accepted the payment as partial payment. Explain why this first payment was not returned. Please see all attached supporting documents, as mentioned within. Sincerely, XXXX XXXX Screen shot online account statement XX/XX/XXXX ( Partial Payment from XX/XX/XXXX )
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01/20/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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RightPath Servicing has fraudulently placed insurance on my property and has not allowed my mortgage payments to be applied accordingly. RightPath Servicing has misappropriated my mortgage payments.
RightPath Servicing claimed, on XX/XX/2022, that my betterments and improvements insurance had expired. At no time did my insurance expire. Betterments and Improvements is a clause found within insurance policies and NOT a policy that can be purchased separately. RightPath Servicing sent a letter on XX/XX/2022, as a Second and Final Notice that I needed to purchase Hazard insurance or they would place a LPI policy on my property and charge me for the cost. I have sent RightPath Servicing proof of Hazard Insurance, on numerous occasions, to the email address they provided, listed after the language, If you prefer you may update your HAZARD coverage online at :. RightPath Servicing does not deny that Hazard Insurance is NOT H06 Insurance. RightPath Servicing admits they werent responsible for sending a letter dated XX/XX/2022 claiming the obtaining of a H06 Insurance policy on my behalf, a letter I never received. RightPath Servicing can not provide proof of it being sent. RightPath Servicing did not provide a copy of this letter until responding to my complaint on XX/XX/2022. I immediately purchased H06 insurance after seeing, for the first time, that I was being charged for this policy. I was first made aware of RightPath Servicing requiring a H06 Insurance policy, when it appeared on my XX/XX/2022 mortgage statement. There is no such insurance policy as a Betterments and Improvements policy, again, this is a clause and not something that can be purchased individually. The same with Hazard insurance, it is not a separate insurance policy. If RightPath Servicing would have stated, since XX/XX/2022, that a H06 Insurance policy was needed, I would have purchased it then and not in XX/XX/2022. RightPath Servicing insisting I purchase Hazard Insurance was deliberately deceptive, intended to cloud this issue until such a time they would place an H06 policy on my property, backdating it to XX/XX/2022 and assessing me for coverage from XXXX thru XX/XX/2022. I was not assessed for this coverage on my XXXX or XXXX mortgage statement, it was not until XXXX, did they assess me, increasing my mortgage payment by {$1000.00} per month.
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10/26/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Trying to communicate with the company to fix an issue while managing or servicing your loan
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Web |
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After generating bills 16 days after the due date from XX/XX/XXXX to XX/XX/XXXXXXXX XXXX Nationstar claimed I was late for 16 months. The company originally charged me for XXXX deferred late fees on the date of onboarding the loan, then charged me for XXXX deferred late fees which they kept unearned lender and late fees, and after keeping unearned fees for foreclosure services that were never performed by any party at all, still being held in suspense simply because the process was put on hold as per XXXX XXXX to the XXXX XXXX XXXX XXXX XXXXXXXX on XX/XX/XXXXXXXX I sold my home without any foreclosure process occurring except a petition filing on XX/XX/XXXX. Without my knowledge, Nationstar allocated {$11000.00} toward XXXX late fee payments attached in the transaction history in lines XXXX. Lines XXXX claim I paid {$10000.00} for XXXX late fees. This was impossible, and did not occur over the 85 months the loan was active and serviced by XXXX, XXXX XXXX XXXX, and Nationstar. Nationstar refuses to correct clear errors in inaccurate payment allocation that negatively affect my payment history during the full life of the loan and that was concealed as inaccurate for the last 8 years with manipulated detail reports. During the 16 months this company serviced loan XXXX in XXXX Nationstar tried to scare me with a foreclosure petition while I sold my home voluntarily tanking my home 's fair cash value by {$18000.00}. In XXXX, this company paid me {$5000.00} to resolve all of my claims, without disclosure they owed me a refund of {$6000.00}. They tried to have me sign a compromise and settlement agreement I had outright rejected and refused to sign. The counsel from XXXX XXXX XXXX XXXX XXXX revised the agreement to entirely remove compromise and, compromise of, in compromise and compromise, to which he emailed had my husband and I sign, and then he forged our revised agreement 's signature onto the rejected agreement, and is now trying to profit off of this forgery by seeking attorney 's fees in court for attempting to enforce an XXXX forged agreement against me. The same attorney will be charged with claiming to respond to this complaint, and he will only threateningly try to force me to withdraw my court-requested relief in obtaining a corrected transaction history that is so outrageously inaccurate it stuns the senses.
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04/28/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I have been a homeowner almost 22 years. I have NEVER had an issue with paying my bills or mortgage payments until my loan was sold from XXXX to Mr Cooper. I have never had issues but they said Im behind 3 payments when I am actually ahead 1 month.
When mortgage was sold I was sent email XX/XX/XXXX This means that Mr. Cooper will start accepting payments on XX/XX/XXXX at Nationstar Mortgage LLC d/b/a Mr. Cooper, Payment Processing, XXXX XXXX XXXX, XXXX, TX XXXX. If you have scheduled any payments for after the Transfer Date through XXXX XXXX XXXX, those payments will be cancelled and you will need to contact Mr. Cooper to reschedule them. If you use online bill pay through you financial institution, you will need to change the payment information to Mr. Cooper.
I started receiving late notices and reports to my perfect credit! I sent proofs of payment to XXXX @ mr Cooper.com XX/XX/XXXX.
I continued to receive late notices, extra charges, threats to my credit. So I called and was assisted by XXXX XXXX who said I was sending to wrong place so checks had to be forwarded and were past the year mark and no longer being forwarded. I sent him notices of my payments that same day while I was on the phone XX/XX/XXXX.
I then sent copies of my bank statements.
I then called my bank WITH him to have him hear the money was taken out days I said. Checks were made to me Cooper.
Money sent XX/XX/XXXX arrived XX/XX/XXXX XXXX payment Money sent XX/XX/XXXX arrived XX/XX/XXXX XXXX payment Money sent XX/XX/XXXX arrived XX/XX/XXXX XXXX payment Per bank corresponding check # s XXXX XXXX XXXX I heard from XXXX XXXX XX/XX/XXXX that XXXX payments found and applied. But 3rd payment still missing.
I informed him I hope he didnt suggest I pay again, since bank informed him money was taken out of my account, sent to address I was given its out of my hands.
I have never heard back from Mr XXXX nor anyone else and a payment is still due, no one there has apologized, no one has fixed my credit! I want out of this horrible company! This is their error! Help!
Im on hold now 48 minutes waiting for Mr XXXX or a manager to give me an update because theyre ignoring my emails! The bank will not cancel and reissue check! Mr Cooper is XXXX me & my credit!
Now on hold for Mr XXXX or his manager re an official update on this issue, 1 hour!
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12/04/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Servicemember |
I made my XXXX and XX/XX/XXXX payment of {$820.00} a month to SETERUS. When I was trying to make XXXX payment it was when I learned that SETERUS was no longer servicing my loan. It was Mr. Cooper. I called the number that was left on SETERUS phone line and spoke with an agent who told me that Mr. Cooper had bought my mortgage. I made XXXX and also XX/XX/XXXX payment with. Mr Cooper when it was required of me to pay it. In XXXX when I tried to make a payment the Mr Cooper agent would not take the payment of {$820.00}. Claimed that I owed {$5700.00}. And unless I paid it they could not take a payment from me.
I asked them where this money owednwas coming from they replied that SETERUS had reported to them that I owed them. Back in XX/XX/XXXX my mortgage was refinance so my payment was {$930.00} I met the trial payment conditions so in XX/XX/XXXX Seterus did an analysis and my mortgage went down to {$820.00}. I sent every piece of documents that was proof including bank statements for XX/XX/XXXX to XX/XX/XXXX to Mr Cooper that they asked for. I called back and was given the run around I called sometimes every day I keep getting different answers from agents.
I was assured that if i Refinance with Mr Cooper that more than likely that I would be approved. When I called as to find out what was the outcome I was told that the refinance was higher than what I was originally paying.
I told Mr Cooper that {$1300.00} was too high for me to pay. I was told that I had to pay it. I told them that my loan was already modified with SETERUS and why couldn't Mr Cooper honor it. Customer service is so very poor at Mr Cooper it was unbelievable. They kept turning me around and now here I am according to them I don't qualified for refinance. Instead I was sent a letter of FORCLOSURE. I asked them to please see what they can do because I don't want to loose my home.
I have been saving the {$820.00} since then but they would not take it from me.
This company refused to work with me to resolve this issue and bring a resolution to this ordeal. My loan was modified with SETERUS and the money that Mr Cooper is saying that I owed, it was put on the back of the LOAN. At no time SETERUS told me that I was late or behind in my mortgage payments.
Please help. I filed a complaint against SETERUS who I have learned have filed for bankruptcy.
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07/11/2022 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
Trouble with escrow and getting accurate payments since XX/XX/XXXX. On that day, spoke with XXXX over a {$120.00} escrow shortage. Put check # XXXX in mail same day for {$150.00} to cover shortage plus! Instructed to pay {$890.00} as new payment confirmed by XXXX on XX/XX/XXXX. Mr. Cooper kept sending statements wanting {$900.00}.?????
In the bottom of XXXX statement see where they were late and MISAPPLIED the {$150.00} on XXXX WHY? Had to call again on XX/XX/XXXX spoke with XXXX who also elevated this call to XXXX They confirmed my payment to be {$890.00} as XXXX stated on XX/XX/XXXX.
BUT my statements from Mr. Cooper in the upper right corner wanted {$890.00} but in a pie diagram on the left stated $ XXXX made no sense. This is when Mr. Cooper started tacking on {$2.00} overpayment fee. ABSOLUTE XXXX!!! I can only pay what is clear and confirmed to me NEEDS to be paid!!! Talked to XXXX on XX/XX/XXXX he stated again to pay {$890.00} because again this statement has XXXX different amounts on it plus these {$2.00} fees again but emphasized now I had another escrow shortage of {$30.00}. So I sent check # XXXX for {$950.00} for mortgage payment plus escrow. These fees were supposed to be cleared out! Then my XX/XX/XXXX statement shows up I immediately asked to elevate the issue- same XXXX with XXXX different amounts and another {$2.00} overdue payment fee.
Talked to XXXX now on XX/XX/XXXX she wanted another {$140.00} in escrow money and she would also correct ALL these {$2.00} fees collected for their errors. Did an e-check with her only to get another XXXX statement on XX/XX/XXXX. Called XXXX XXXX twice on XX/XX/XXXX, once on XX/XX/XXXX and again on XXXX XXXX NOTHING!!!
I e-mailed XXXX XXXX, XXXX & XXXX of Nationstar on XX/XX/XXXX at XXXX.
Then XXXX wants to call me, I told her I sent the e-mail and didn't want to talk to her. So she has another lady called me and my response was the same to her.
XXXX XXXX HAS NOT responded or even acknowledged my e-mail. How am I expected to maintain a mortgage with service like this? I pay what they tell me and they tack on fees. I am ready to move my mortgage if XXXX XXXX can't/wo n't take responsibility for this mess and file suit against Nationstar/Mr. Cooper if I end up with a higher mortgage than I had. This needs to get fixed and credit for all the fees and just STOP!
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04/18/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
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Web |
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My mortgage was assumed by Mr. Cooper on or around XX/XX/XXXX. I called Mr. Cooper on several occasions to request setup of bi-weekly automatic drafts. Each time, I was advised that I would need to make " double payments '' in order to set up the draft. I made two double payments ( i.e. 4 mortgage payments ) between XX/XX/XXXX- XX/XX/XXXX. Mr. Cooper continually informed me that it failed to set up the automatic drafts, and none of the incompetent representatives could provide me with a reason why. They told me to just keep making double payments to get it set up. After two failed attempts to set up the automatic draft, I decided I did not want a company this incompetent with access to my bank account. As such, I set up bi-weekly automatic payments through my bank. Between XX/XX/XXXX and XX/XX/XXXX, Mr. Cooper reversed 3 mortgage payments without notice to me. Furthermore, Mr. Cooper failed to apply the automatic payments from my bank in a timely manner. On or around XX/XX/XXXX, Mr. Cooper reported me to XXXX and XXXX as 30-days late on payments in XX/XX/XXXX, thereby causing a drastic drop in my credit score. This information is blatantly false! Any untimely payment was the result of Mr. Cooper 's unauthorized reversal of my payments without notice to me, as well as Mr. Cooper 's failure to timely apply the payments from my bank to my mortgage account. I filed disputes with both credit reporting agencies. Mr. Cooper responded to the dispute by updating the account balance. The false, unsubstantiated and unverified late payment report remained. Both credit reporting agencies closed the disputes with the updated balance information. I then requested the information XXXX and XXXX used to verify Mr. Cooper 's false report of a late payment. Neither agency provided me with said information, and merely responded that the unsubstantiated report by Mr. Cooper was " verified ''. The false information remains on both credit reports.
I only discovered the reversed payments after requesting itemization of all payments received from Mr. Cooper, and when those payments were applied. I have spent so much time and energy trying to get this matter corrected. There is a plethora of similar stories/complaints regarding Mr. Cooper 's fraudulent actions, which have ruined the good credit that I worked for so many years to obtain.
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10/02/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Aloha and good afternoon, my name is XXXX XXXX and I live in XXXX Hawaii.
I own a rental property located at XXXX XXXX XXXX XXXX, XXXX # XXXX XXXX, XXXX Hawaii XXXX. When I purchased this property a few years back I purchased it from a gentleman named XXXX XXXX XXXX. I purchased it from him under whats called an agreement of sale on the mainland its called a wrap around Mortgage I never assumed that underlying first mortgage. I am now selling this property and have spent endless hours and days dealing with the XXXX at Mr. Cooper, formally nation star mortgage. The changed the name as a way to appear more friendly? These guys have an F rating with the XXXX XXXX XXXX XXXX XXXX only has a D rating? After my encounters with Mr. Cooper, I am surprised its only an F? So, here is what I could use some help on. All we want from Mr. Cooper is to get a payoff demand so we can pay them off this has proved to be impossible. One of the many calls was with a XXXX employee # XXXX, and she said she would have a supervisor call me back in 5 to 7 days, that Great customer service .I never got a call from a supervisor, BIG surprise. She was able to find the payoff based on two items provided the original borrowers name and the property address. So they can find the information. But, because the seller ( XXXX XXXX XXXX ) is not been found we have no way to get an authorization to get a payoff. We do not want a mortgage rating, just a simple payoff. At the beginning we had been told to send an email to the following departments research Incoming. You can not call them as they do not have a phone, even better customer service?? We sent the email after we had been told it would take 72 hours to get a response. That was two weeks ago, and when we emailed to follow up with the incoming research department they emailed us back saying they lost the first request, what a bunch of XXXX. We are trying to close this transaction. As of 2 days ago and Mr. Cooper has caused Harm from the delay. All we want is to pay these guys off and be away from them. We do not have a loan number for this loan, it was an old countywide mortgage and sold to Mr. Copper. But, they did find the payoff already, just did not release it. Getting an authorization is not possible from XXXX XXXX XXXX, Mr. Cooper already attempted to reach him on some old phone number.
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12/18/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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My issues started when my mortgage company was Mr cooper and I signed up for their covid forbearance program for the 3 months XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. I returned to work and called Mr Cooper multiple times, each time I was told that they were working on the resolution of my program and it would be fixed within 30 days. It was never fixed. I made each and every payment after my three month forbearance on time and sent extra each month. I was told my payments would return to normal and the three months I did not make a payment would be attached to the end of my loan extending it. I started to get demand letters from Mr Cooper XX/XX/XXXX, I also received a deferral agreement for the past due amount dated for the same date. They reported me to the credit beaure twice. I spoke with a representative each time I received a letter. They transferred my mortgage to Right path XX/XX/XXXX without this issue being resolved and had to start all over with them explaining I have never been late on payments that I did the forbearance program. I couldn't get through to a person because the automated phone said I wasn't a customer. I emailed them on XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. I spoke to a representative named XXXX and another XXXX in Florida on XXXX. Without a resolution. On XXXX I received a letter from Mr Cooper stating their demand letters were in error.
They made a modification of my payments and lowered them to XXXX for the last three months. I explained to the representative that I did not need or want my payments lowered that I have not been late on a payment yet and send extra. She said I had no choice If I wanted this issue fixed so I agreed. When I look it says modifications of payments is complete and they will have sent me documents in ten days this has been almost three weeks and I have not received documents and my account on the web site says I am still behind in payments. Plus there are unapplied funds every month that I don't understand ranging from XXXX to XXXX.
When they transferred my mortgage from Mr Cooper to Right path all my online communications were gone. I'm not sure what to do with this mortgage company but feel I need someone to help me resolve this issue because the right hand does not know what the left is doing in their company and they are now effecting my credit.
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01/09/2023 |
Yes |
- Mortgage
- Reverse mortgage
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Web |
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Dear XXXX, Complaint id : XXXX To put it simply, the {$77000.00} was a line of credit, but my mother did not actually withdraw it from the bank. It never actually went into her account!
Instead, money equal to the amount of this line of credit was transferred to XXXX. And this is true.
So why should she have to pay off a loan she never received?
At most, only money related to the maintenance of the credit line, XXXX. all interest, should have been transferred to XXXX 's account. The {$77000.00} is principal. And separate interest. But the principal was never held by my mother. It never went into her pocket, it never went into her bank account! That sounds like a theft.
My mother took out a line of credit with the XXXX XXXX XXXX for {$77000.00}. But the money was never disbursed.
Now here 's the problem : XXXX XXXX transferred the same amount of money to XXXX 's account. From my mother 's estate!
On XX/XX/XXXX, the XXXX XXXX Department informed me that the {$77000.00} was deposited into Champion Mortgage 's account. But it was never in my mother 's account. So she never actually owed this {$77000.00}, only the interest and insurance costs associated with it.
I received your letter.
Unfortunately, I can not agree.
To me it is irrelevant that the reverse mortgage was closed. My question is this : no one has noticed the important fact that my mother did not receive the {$77000.00} reverse mortgage.
The amount of the {$77000.00} reverse mortgage was transferred to Champion Mortgage. How was XXXX able to close this case?
Did the accounting firm not realize that when my mother 's case was closed, the income was {$77000.00} more than the expense?
Is the XXXX XXXX trying to make a profit on my dead mother 's money?
For the sake of order, I will describe this terrible case XXXX more time.
So.
My mother had a reverse mortgage debt of {$230000.00} on XX/XX/2017.
On XX/XX/2017, she signed a reverse mortgage loan for {$77000.00}, which she was no longer able to use and the {$77000.00} was transferred to Champion Mortgage.
Total : {$270000.00} this is how much my mother owed on the reverse mortgage.
Total : {$270000.00} that's how much my mother owed the reverse mortgage company.
I am asking for your help because someone or someones made a big mistake in this case.
Thank you.
Best regards, XXXX XXXX
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02/12/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Older American |
XXXXXX/XX/XXXX - Filed Ch XXXX Bankruptcy/Mortgage charged off -Continued to struggle after bankruptcy and unable to make mortgage payments -XX/XX/XXXX Nationstar began foreclosure proceedings against us while continuing to make loan modification offers to us that were not affordable.
XX/XX/XXXX through JXX/XX/XXXX - we sent numerous letters - faxed and followed up with hard copies sent by certified mail with return receipts explaining our financial situation, literally begging for a viable solution, while all the time Nationstar was racking up more interest and penalties.
-XX/XX/XXXX - Nationstar sent us a flyer stating " Mortgage Help is available '' inviting us to a 'Help for Home Owners community event at the XXXX XXXX XXXX.
XX/XX/XXXX - We met with a Nationstar representative who told us that the mortgage company would carve off {$140000.00} from our mortgage balance in order to facilitate a monthly payment we could afford and this {$140000.00} would go into an interest-free bucket which would eventually be forgiven once all the dust settled from the XXXX crisis. THIS 'FORGIVENESS ' NEVER HAPPENED.
When we bought our first home after renting for 25 years in XXXX, the amount of our mortgage was {$410000.00}. Today, after almost 15 years of making mortgage payments, our mortgage balance with Nationstar is {$440000.00} ( when they add the {$140000.00} in the non-interest bearing portion ). The fair market value of our home is way below {$440000.00}. How is it legal or ethical that after 15 years of paying ( with an 18 month period of non-payment ), we owe {$24000.00} MORE than the original mortgage amount? Not to mention our mortgage term went from 30 years to 45 years! I'm XXXX years old and my husband is XXXX ... we will NOT LIVE to see the day when our mortgage is paid. Something isn't right. We have contacted Nationstar countless times and NO ONE gets back to us. We sent emails with 'Read Receipts ' that were opened and ignored. We sent an email to the president of Nationstar ... no response. We believe we were coerced into an agreement that took advantage of us and is completely unfair but so far, Nationstar ( now Mr. Cooper ) does not respond to our pleas for explanation and/or forgiving the {$140000.00} as they implied when they convinced us to agree to the mortgage modification plan in XXXX.
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03/17/2023 |
Yes |
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- Trouble during payment process
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Web |
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Problems started in XXXX of XXXX when Mr. Cooper bought the rights to service my mortgage from XXXX XXXX XXXX. My mortgage was just getting ready to come out of pandemic forbearance. XXXX XXXX XXXX sent me loan modification to fill out and return to XXXX XXXX XXXX before XXXX of XXXX. All paperwork was returned to XXXX XXXX XXXX signed and dated before XXXX XXXX. XXXX XXXX XXXX sent the paperwork to Mr. Cooper. XXXX was received by Mr Cooper XX/XX/XXXX, according to a call center employee at Mr. Cooper. Mr. Cooper failed to process my paperwork. In XX/XX/XXXX Mr. Cooper sent me a letter saying they would not offer me a loan modification, Mr. Cooper stated I had not filled out and returned the required paperwork, Mr. Cooper never sent me any loan modification paperwork, all loan modification paperwork was sent by my previous loan servicer, XXXX XXXX XXXX which was forwarded to Mr. Cooper who admitted receiving said paperwork. Mr. Cooper had also sent a representative to snoop around on my property, which makes it appear Mr. Cooper was going to illegally try to foreclose on my property. I contacted the MHDC, Missouri Housing and Development Commission to apply for a grant from the SAFHR program to pay off my forbearance, SAFHR approved my grant and sent the funds to pay off my forbearance to Mr. Cooper. Mr. Cooper has received the grant money in XXXX of XXXX, but did not use it to pay my forbearance, they put that money into " unapplied funds, Mr Cooper phone employees have been kind and tried to be helpful, but nothing ever changes or gets accomplished. Mr Cooper phone employees have " escalated '' my account multiple times over the past year and a half but nothing has changed, and Mr Cooper has never contacted me by mail or email to get this matter resolved. It has caused me many sleepless nights worrying about my property and home. This illogical mess also caused my to miss out on refinancing when rates were at XXXX percent. In XX/XX/XXXX Mr. Cooper sent a false statement to my homeowners insurance stating my home was unoccupied, I have resided on this property and in my home for 20 years now. Hopefully Mr. Cooper won't fail to pay the homeowners insurance from the escrow like they are contracted to do.
Sorry for the long read.
XXXX XXXX ps hope you have better luck with Mr. Cooper than I have.
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03/14/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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On XX/XX/2023 I logged into my account with Mr. Cooper online because I wanted to update my autopay amount. I noticed that the next scheduled autopayment was for XX/XX/XXXX and no payment activity, either pending or cleared, for XX/XX/XXXX was listed anywhere on the account. Not wanting to miss a payment due to a website error, I made a payment for the month of XXXX in the new amount I was intending to increase my autopay to, and then also changed my autopay amount, setting it up to start on XX/XX/XXXX.
That payment cleared XX/XX/XXXX on my checking account. Then, later that evening, another payment for the old autopay amount was deducted from my checking account. To my knowledge, at that point they were not authorized to make that payment. I called the company on XX/XX/XXXX to request a refund. After communicating with the rep and getting a transaction history communicated to them on the phone through my bank 's automated teller, I was told that my refund request would go through and I would see the funds from the erroneous charge returned to me in 24-48 hours.
On Thursday, XX/XX/XXXX ( 72 hours later ), the funds still had not been returned to my account. I called Mr. Cooper again, spoke with another representative. That representative told me the previous request had been rejected. No attempt to contact me about this rejection was made, so already there is a problem here. This time we got a representative from my bank on the phone with us to communicate a confirmation number for the funds withdrawn from my account in error. Once again, I was told that the funds would be returned to me in 24-48 hours.
It is now Tuesday, XX/XX/XXXX, XXXX business days and XXXX calendar days later, and I still have not had my money returned to me from this erroneous charge, nor did I have any contact from Mr. Cooper telling me of any problem. I called once again, spoke with yet another representative, and they told me there was no record of my second request. Time I was told that the refund was issued by the person I was speaking to on the call and was given a confirmation number for the refund, but once again I am being told to wait 24-48 hours.
I do not at this point have any faith that Mr. Cooper will actually return the money they took from me without my knowledge or consent. I can not imagine this is legal.
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08/17/2022 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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Mr Cooper under XXXX XXXX XXXX, are very unprofessional, inconsistent and not knowledgeable with all the informations. I started inquiring about how to do " XXXX XXXX '' since our mortgage is under FHA. We can apply from it, since the original borrowers are my " direct family member '' ( brother/nephew ). So we started applying this year around XX/XX/22, they said, need " deed of transfer '' which we made it thru notarized and registered already to our XXXX XXXX XXXX " transfer of ownership '' was now under my name " XXXX XXXX ''. They said, it's denied coz the period of time lapsed within XXXX days. So, they open a case again and denied on XX/XX/22 coz they said they need " proof of relationship '' with the original borrower, we submitted and again XXXX days lapsed again. The problem with them, they only update you if you call them and will tell only by the phone not even sending you email of letter, if we need something else to be completed. Every time i call them always " under review '' to the XXXX XXXX the XXXX days lapsed again and again and again. Now, today at around XXXX i called them again and i spoke with XXXX he said, the " XXXX XXXX '' will not gon na be granted to us, because it can be with the " spouse or children '' by the orginal borower. As far their requirements from the documents they sent to us " direct family member '' included with the questionaires for assuming party/selling party, If they have changes they should revise it with the stated dates, but not at all. What i'm understanding " XXXX family is limited to the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. ". I don't think MR COOPER knows what they're doing or processing " Loan Assumption ''. The mere fact why they never told us in the beginning, they keep us prepared documents almost the beginning of the year. The time/effort/money we spent to make this things legally under our name now. PLEASE HELP US. They're not FAIR. They'll probably has plan coz the " real estate '' is down and they want us probably to start all over again, the offer us HIGHER INTEREST. Since literally we are paying the mortgage and legally and registered under our name " XXXX XXXX '' We really need your help. The previous complaints we made, all lies, nothing solve.
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01/18/2019 |
Yes |
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- Struggling to pay mortgage
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Web |
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FHA -- CASE # XXXX An application for assistance was completed with Mr. Cooper ( MC ), in XX/XX/2018.
At that time the reported gross qualifying was stated in the amount of {$3600.00}.
( See exhibit A Affidavit of Income ) MC, underwriting team attempted to qualify the loan for whats known as the HAMP-FHA, trial plan on XX/XX/2018, which outlined an alleged affordable payment in the amount of {$1400.00}.
( See exhibit B Alleged HAMP-FHA Trial Plan ) However, based on front end debt to income ( DTI ) ratios a gross income of {$3600.00} and a mortgage payment of {$1400.00}, calculates our DTI, at 40.15 %. This amount of 40.15 %, is outside the guidelines set forth by FHA and placed our family into a negative position for successfully completing the trial plan and maintaining payments for the long run. As a result of the gross negligence demonstrated by the MC, underwriting team, and failing to comply with the terms of loss mitigation options under FHA guidelines, we were only able to make 2 of the 3 trial payments prior to dropping out of the program.
The Department of Housing and Urban Development ( HUD ) has specific guidelines for FHA debt-to-income ratios. HUD is the government entity that establishes all of the rules and requirements for the FHA loan program, including the DTI limits.
According to HUD : " Qualifying ratios are used to determine if the borrower can reasonably be expected to meet the expenses involved in home ownership, and provide for his/her family. '' 2018 DTI Limits for FHA Loans : 31 % / 43 % According to official FHA guidelines, borrowers are generally limited to having debt ratios of 31 % on the front end. Those are the current FHA DTI ratio limits for 2018. We expect these requirements to remain in place throughout the year, since HUD has not announced any changes to them.
This means the monthly housing payments should not exceed 31 % of gross monthly income, while the total debt burden should not exceed 43 % of monthly income.
Needless to say, we are furious that our loan was mismanaged by MC and staff and our family is considering filing a civil suit in order to force MC, to refrain from this abusive underwriting platform which they operate under as well as have our loan reconsidered for assistance under the proper guidelines set-forth by our loan investor, FHA.
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04/26/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Older American |
I am enrolled in XXXX and my application has been accepted. I am a widow living on social security with two mortgages that take most of my income per month. Now, I am fortunate that the Fund is considering payment on my two mortgages that are past due.
I have had an active application and communication with XXXX since XXXX, XXXX, XXXX. XXXX each of my lenders, Mr Cooper and XXXX XXXX XXXX XXXX inquiries on XX/XX/XXXX through the portal to validate and move forward with payment of these overdue mortgages. Neither lender is being cooperative to the Fund or to my many requests, via phone or messages that we have sent from that date.
Both lenders have not verified the inquiries sent to them. I have personal notes of many phone calls to Mr Cooper from the past weeks I talked with XXXX assistants, XXXX and XXXX, on many occasions and they confirmed that Mr. Cooper has not responded to the inquiry XX/XX/XXXX, XX/XX/XXXX. Also, I have spent hours talking to more than 6 different mortgage agents,XXXX, XX/XX/XXXX two times, XX/XX/XXXX, at Mr Cooper. They all indicate the inquiry was made to Mr. Cooper and it was verified according to their records. On the suggestion of XXXX, at XXXX, I sent a follow up email to XXXX on XX/XX/XXXX requesting information about their responses to XXXX requests. And after all this time a stalemate of inaction continues and my Mr Cooper mortgage remains unpaid.
XXXX contacted the XXXX in early XXXX. At the XXXX I have tried to reach a person XX/XX/XXXX. I was on the phone for 82 minutes never reaching the right department or a person who could talk to me. I was being redirected to different persons.who can tell me the status at XXXX of the inquiry and response. The final contact there was unavailable, left a message, never called me back. Called XX/XX/XXXX again at XXXX til XXXX when XXXX gave me the same person to contact from XX/XX/XXXX who still did not call me back. No one from XXXX has contacted me or XXXX to this point.
XXXX has the funds, I am told by the assistants, to be disbursed but my lenders are uncooperative, unresponsive and unavailable to me and XXXX. I am asking the CFPB to intercede on my behalf and have my banks, who I have paid thousands of mortgage payments over the years, to due diligence when I, their client, has pertinent and timely requests.
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08/17/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Prior to my refinance with Nationstar Mortgage XXXX, DBA Mr. Cooper, my homeowners had for 17 years been escrowed. Upon my refi, due to the equity in the loan, they didn't escrow the loan. My insurance was set on an annual payment. Renewal date of XX/XX/22 was missed this year by me, I take ownership of that. Upon realizing this, my agent/underwriter reinstated my policy effective XX/XX/22 and I provided an updated policy to Mr. Cooper Insurance Tracking center that same day. I have been insured with the same company for 18 years on my home. This presented a gap/lapse of 23 days. The mortgage company forced placed coverage for this period of time. The charge is sitting in an escrow account, but my loan isn't escrowed.
PROBLEM : Force Placed coverage is a benefit to the lender only, NOT the consumer.
It only protects the physical structure from covered perils. The annual forced premium of {$7300.00} is calculated on the replacement value of my home, $ XXXX, resulting in a charge of {$460.00} for the 23 days. The maximum this should be calculated on is the outstanding loan balance of $ XXXX as this is the maximum lender risk.
I tried to contact the tracking center several times and always got stuck in their phone tree, never able to get to a human. I finally contacted Mr. Cooper directly and got someone on XX/XX/22.
I spoke with XXXX, an Escalation Specialist ( XXXX ) and asked why they are calculating premium over and above their lender risk. He has no answer except that is what is was. I understand the lapse and asked that he calculate on their actual lender risk of $ XXXX which would produce a premium of about 1/2 of what I was charged. He said they would not recalculate.
If my home had burned to the ground during those 23 days, this mortgage company would only have been out my outstanding balance of $ XXXX. Therefore they should not be overcharging the consumer for something they will never use or need. This is unfair to every consumer out there. I understand the need to cover the lender risk on collateral but I don't feel it is fair to gouge the consumer for any amount over and above what they need to be made whole.
This is the problem today and where so many consumers are taken advantage of and so often the consumer is unaware of what to do. Consumers rights need to be protected.
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04/15/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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|
Web |
Servicemember |
My account number is XXXX My mortgage company is committing frua.d they are charging me addition fees that I wouldn't be charged. They are charging my taxes of the incorrect amount. They paid my property taxes late and charge me the late fee and interest rate.
Let me be very clear.
I have contacted this mortgage. My mortgage company on XX/XX/XXXX. To date I have not even received a phone call to discuss this matter. I sent an email to them ( as requested ) advising I had a dispute and that I would be contacted. It's been 2 weeks. No call. No followup. Nothing!!!
I had to send a complaint here just to get a response 14 days later which doesn't address any of my concerns.
**What I want is someone who has the authority from my mortgage company to reevaluate this with me.
**Let 's be clear. The mortgage company response only addresses. Why your charging me for {$3200.00} a month instead of {$2600.00} a month. The answer was due to {$6500.00} in taxes and then insurance of {$1700.00}. However you can not breakdown where this {$6500.00} came from. Because my annual taxes is {$3900.00}!!!!
This is my request.
Please call me at the number ending in XXXX to address this.
Also.. respond here to confirm how the $ XXXX in taxes came about.i want a breakdown. And after you give me a breakdown verify it's accurate.
Let me break it down for you.
The end of 2021 my escrow account had an ending balance of {$2900.00}.
My taxes from XXXX thru XXXX would of been {$2600.00}. Which I had enough escrowEnough to pay.
The mortgage company paid {$2900.00} ( because XXXX XXXX included late fees and interest because THEY paid them late. But I am being penalized.
So.. for my taxes of XXXX is broken down to {$3900.00} in taxes ( correct ) {$1700.00} for insurnsce ( correct ) {$2900.00} ( not correct.. since I already had a balance of {$2900.00} in escrow for the 2021 year ) The charges of {$2900.00} is incorrect!!! And I would like someone not to tell me where the $ XXXX in escrow cane from but to review and confirm. That taxes you applied to my account is accurate which it is not. Why would you charge me for {$2900.00} when part is late fees and interest AND the rest I already had in my escrow account.
INSTEAD I SHOULD BE CHARGED {$3900.00} and XXXX only. Which by XXXX XXXX in escrow monthly.
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06/04/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Servicemember |
On XX/XX/XXXX my attorney submitted an RFI on my behalf ( Exhibit A ) which there was NO response and on XX/XX/XXXX I submitted another RFI whereby responses have been inconsistent with the RFI and I STRONGLY believe there's fabrication and Data manipulation of documents and information. I have seen several inconsistencies which lead me to believe there's Misrepresentation, Collusion, abusive, unfair & deceptive practices and Fraud. Consequently, I requested the " Servicing File '' and sent the parties a " Preservation Hold and Data Preservation Notice '' but didn't receive a response. It seems they all want to point the finger at each other. Some of the chain of events are as follows : 1-From XX/XX/XXXX to XX/XX/XXXX I made payments which were " held '' in an interest bearing account instead of properly applying the payments towards my account 2-For the years of XXXX, XXXX and XXXX NO 1099 was issued 3-My Bank says they deposited my payments into several bank accounts through the years 4-There 's a host of other violations but would need the " Servicing File '' to investigate the Fraud and make an Official Complaint of " all '' their violations.
All of the Actors and Suspects I sent my Request for Information to are : XXXX XXXX, XXXX Attorneys in Fact- XXXX XXXX , XXXX XXXX , XXXX XXXX , XXXX XXXX , XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX , NJ XXXX XXXX ; XXXX XXXX XXXX XXXX XXXX XXXX XXXX Seterus Inc .XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX NC XXXX XXXX fax XXXX XXXX XXXX dba XXXX XXXX XXXX XXXX XXXX c/o Chair, XXXX XXXX XXXX XXXX XXXX XXXX Mail Drop XXXX XXXX XXXX XXXX XXXX XXXX XXXX NY XXXX XXXX XXXX XXXX XXXX XXXX XXXX
XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXXXXXX XXXX, NC XXXX XXXX fax XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX Att : XXXX XXXX XXXX c/o XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXXXXXX TN XXXX XXXX XXXX XXXX Att : Audit CommitteeXXXX c/o XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Washington, DC XXXX XXXX XXXX XXXX XXXX dba XXXX XXXX XXXX XXXX XXXX Attention : XXXX XXXX XXXX XXXX XXXX XXXX XXXX NY XXXX XXXX Nationstar Mortgage, LLC d/b/a Mr. Cooper Att : Management c/o XXXX XXXX XXXX XXXX XXXX XXXX TX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Federal Housing Finance Agency XXXX XXXX XXXX XXXX Washington, D.C. XXXX
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05/05/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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|
Web |
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On XX/XX/2021, my husband and I reached out to Mr. Cooper to refinance one of our investment properties. The purpose for selecting Mr. Cooper was the mortgage is currently held by this company and there was a streamlined process. We could provide loan estimates from other lenders and be on our way. We provided the required documents on XX/XX/2021 and were in constant contact, providing 3 months worth of paystubs from each of our employers, tax returns x 3 years, discussed the cash out options, uploaded copies of homeowners policies, etc. I received a call requesting an explanation of my pay as you are taking home less than half your salary each pay. I provided an explanation, I am approaching retirement age in 5 years, pay State and Fed taxes, OASDI, health benefits, retirement savings life insurance-they should be able to determine these routine deductions.
***After the appraisal was completed, we had to add batteries to the smoke detector and send pictures to prove this was done. I was asked to provide a statement explaining my Allotment SV which is only {$150.00} per pay allocated to my savings account ( a secondary direct deposit ). The most disturbing request was to submit a bank statement showing we have at least {$5200.00} in reserves-checking or savings. XXXX** My credit score is over XXXX, my husbands score is high XXXX, the mortgage is currently with Mr. Cooper and we have not been late or requested forbearance, etc. ***We were also asked to show proof of home owners insurance on the property Mr. Cooper is paying for monthly. XXXX The home appraised for significantly more than our current loan to value on the property ; we qualified for this refinance with using only income from our employers, although we have been in business more than 10 years and I have income from a second job as a real estate agent.
I am not sure what the scrutiny is related to, however, as of XX/XX/2021, we feel there is something more to this refinance process that is NOT being revealed, because we are being asked to justify and/or provide very insignificant items related to this effort. Some investigation into this company is warranted, as we are well-established having stellar credit, longevity on our jobs, own several properties and have purchasing power.
Please help get to the bottom of this/1
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08/20/2022 |
Yes |
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- Struggling to pay mortgage
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|
Web |
Servicemember |
During 2020 I applied for mortgage forbearance, I was originally with the company Nationstar who was given to my mortgage by XXXX.
I was impacted by XXXX and used the protection to stop payments for 12 months, at that time I chose to take advantage of the veterans option to have a loan modification process that would allow me to put those payments at the end of my current loan.
It was initially processed through Nationstar and I received a notification that I would be receding documentation and mail that would describe the process and became the information about the change to the loan.
No documentation was ever sent to my address, no documentation was sent to my e-mail, no documentation was sent to my XXXX account.
Months later I checked my accounts and found that not only had they not applied the covid 19 relief, but that they were now rejecting the original application due to non-payment.
During this time I had received no contact with them regarding the status and not a single document showing that there were any issues.
Their website clearly stated that I did not need to do anything and that I would receive paperwork in the mail about the next steps.
No paperwork has ever been received.
I spoke to another representative at Nationstar at that time and explained the issues I had with the online process. That rep explained that they would re-initiate the process and allow me to make a payment to get up to date.
I confirmed that I would receive another callback from the rep and that I would receive paperwork in the mail detailing the process and forbearance program that was applied.
None of that has occurred.
The company Mr. Cooper was then passed my loan.
I have explained the same situation to Mr. Coopers representatives.
Nothing has been done on my loan from Mr. Cooper either.
I have no documentation showing that I have received approval for COVID-19 relief from them, or that they have contacted the previous company to confirm that I was eligible and approved.
Their representatives have stated they would be checking on this and have failed to provide any updates since.
I was originally told I had 50 days until foreclosure and it has already been 20 days.
I can not wait any longer and am looking for legal assistance in getting the loan cleared.
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12/12/2018 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
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|
Web |
|
Hello, we have big problem again, there is a foreclosure sale scheduled for our home on XX/XX/2018 and we are out of options and we have exhausted ourselves with this horrible company. We have had many attempts to receive an affordable monthly payment but no resolution and no affordable monthly payment offer has been given.
We have been in a fighting battle with our bank/ servicer Mr. Cooper for a very long time I mean very long time. We have been trying for a loan mod. recently its getting worse and worse and the bank keep pressuring and not providing an affordable loan mod. that we can afford which will help us keep the home and not throw us out on the streets. So our servicer now is Mr. Cooper and we have sent them many times a request for mortgage assistance forms packet with all documents. Recently we mailed and faxed in a copy of the request for mortgage assistance and all required documentation to be reviewed for a loan modification. Mr. Cooper keeps prolonging this process. Mr Cooper now are saying that have all documents received for a review but they still have our home under a foreclosure sale and recently they said they put the sale on hold but different representatives keep telling us different information one says ins on hold the other says its still on sale but after reviewing and calling the trustee its still on for sale, seems to me some of the representatives are trying to manipulate and get me false information to think that everything is ok but its not according to the trustee nothing has been stopped or placed on hold.
If Mr. Cooper proceeds to sell my home while having a complete request for loan modification review packet then they will be in violation of multiple laws including but not limited to my California Home Owner Bill of Rights Act Mr. Cooper has still placed my home on a foreclosure sale set for XX/XX/2018 and has not CANCELLED the foreclosure sales until the review and an affordable loan modification and the process has been approved and agreed upon not some {$4000.00} monthly payment that no one can afford but one that is reasonable and that if helping the borrower not a ridiculous sum that will force us to move out. We sent them all documents and are in review at the moment but why have they not yet removed the foreclosure sale.
Thank you.
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04/12/2023 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
Our VA home loan through XXXX was transferred to Mr. Cooper early last year XXXX. Prior to the transfer our loan company offered a COVID-19 pandemic relief option. They said we were able to skip a number of payments at 3 month increments. We were approved for a total of 12 months of no payments in the year XXXX, with the option to refinance or add the payments to the end of our loan with VA approval. We started making our original mortgage payments again in XXXX of XXXX. At which time we were given documents to sign and have notarized for a VA backed deed in lieu of foreclosure. After having the documents returned to us by Mr. cooper three times due to improper signature or notarization, they finally accepted the signed and notarized documents by the end of XX/XX/XXXX. At some point after we waited for finalization, we were rejected for not returning the documents on time ( by the end of XX/XX/XXXX. ) We called Mr. Cooper with proof that the documents were signed and turned in by the due date. The representative agreed and made a request to re-open that claim. After it was re-opened we had to wait to hear back. By that time Mr. Cooper would not accept any mortgage payments from us, despite us paying them monthly for the prior year 's payments ( XXXX. ) Now in XX/XX/XXXX we have been notified that our mortgage is in default and the financial documents we already had singed and notarized were rejected or lost. I called Mr. Cooper today to inquire about opening that claim again. They said that they would do that, however we are not confident that this wasn't a scam to offer us pandemic relief and have us notarize paperwork for adding the {$15000.00} or so past due to the end of our loan. I believe this is a deed in lieu of foreclosure. We have not been allowed to make any payments after XX/XX/XXXX, but we have been storing the payments saved in our bank account. Mr. Cooper, formerly Nationstar, continues to charge us late fees and give us delays. My husband is a 100 % XXXX veteran and I have medical XXXX as well. We can not afford to sell and still maintain a property at the current rates of mortgages, despite having equity. We are able to continue our monthly mortgage payments at the rates we started with from XXXX. Mr. Cooper is threatening us to sell or go into foreclosure.
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12/17/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Incorrect information on your report
- Account information incorrect
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Web |
Older American, Servicemember |
I had a previous request from Mr Cooper concerning their report prior to the transfer of the loan. The response I got back saying every thing had checked out appeared to be correct. But after finding out I'm still able to log onto their system ( Website ) and download payments made and posted along with other account information, the downloading of a relevant monthly statement confirmed what I had forgot during the XX/XX/XXXX to XXXX payment period. The downloaded statement has " POSTED PAYMENTS '' on it. Looking at those posted payment, it verifies that during that same period, I had made about eleven payments one for each of the recorded months. All were payments made for the previous month, meaning they were 30 days behind, but consistency on each of the listed months from XX/XX/XXXX to XX/XX/XXXX. Each of these payments were accepted once made and though a month behind, they payments were showing an current account. The downloaded document list all the payments as " POSTED '' - Looking at the credit report on XXXX it is not showing each of the listed payments being POSTED. It is showing four of them being " OK '' and that OK is in between a " 60 '' with there being there being 5 each of the posted " 60 '' nearly aOK, then, 60, then OK, etc.. In discussing this today, the question is was the credit posting not reflecting the Downloaded document posting. And how or why could a " 60 '' be put in between an OK, and for every other ... Why is the credit listing not showing what the " POSTED '' document is showing. Comparing this to the Document I received from XXXX, the XXXX document follows the " Posted '' document. And neither document has the actual posted payment showing a double amount, as to show that a Suspense holding was being used. None of my statements or anything else shows anything being held or put in a suspense account. The initial 30 day late should have simply moved forward on each payment that filled the previous month. With nothing in the statements or anything from my experience indicating each that of the payments that were made, were not posted or accepted within that same month. How could something otherwise be used and how could a " 60 '' late be recorded, where there was a monthly payment made and as the document indicates, the payments were POSTED.
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10/08/2019 |
Yes |
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Web |
Servicemember |
My husband and I were contacted by XXXX XXXX on or about XXXX XX/XX/2019 to " streamline '' our VA mortgage loan with Mr. Cooper ; this is our current mortgage company and has been for nearly ten years. My husband and I agreed and electronically signed paperwork, that XXXX XXXX emailed, to start the process as we have done before with Mr. Cooper. During the email Mr. XXXX was having difficulty locating my email that was on file with Mr. Cooper. He openly admitted he emailed the wrong address and then asked me for my email. My response was the one on file. At that time Mr. XXXX repeated my email address and correctly sent information to me. We were told someone from another department would contact us as to where our loan process was at in the near future ; we would also be getting a packet sent via USPS. As such my husband and I awaited information from Mr. Cooper LLC.
On XX/XX/2019, a gentleman by the name of XXXX XXXX XXXX contacted my husband and I via phone ( the phone number listed on our loan paperwork ). Mr. XXXX informed me that our personal and private information had been sent to him by Mr. Cooper LLC. He was unsure what to do with the information. I asked what information Mr. XXXX replied, everything ; social security number, loan details, birthdates, phone numbers, relatives etc. I immediately told the loan processor, XXXX XXXX to stop all loan processing in an email. I also stated to Mz. XXXX the conversation held with Mr. XXXX, a third party, about the breach of our confidentiality by Mr. Cooper LLC. The mortgage company had XXXX XXXX contact us. Mr. XXXX states this has never happened before and they are unsure how it happened this time. My husband has been dealing with Mr , XXXX to find out what they are doing to track down exactly where our information has gone. Neither my husband or I know exactly where our personal and private information has been sent ; neither does any one at Mr. Cooper LLC. The mortgage company has set their interests as the primary concern. My husband and I are left open to identity fraud and theft. We have since had Mr. XXXX send us the packet of information Mr. Cooper LLC sent to him. That arrived via USPS XX/XX/XXXX. We have also contracted a company offered through our banking entity to monitor our information as best they can.
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03/07/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
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My husband and I obtained a FHA loan and purchased a home in XXXX XXXX XX/XX/2019. He told me to get out 4 days after closing. He moved his girlfriend in the home and tore the home up then moved to a more expensive owner finance home and put our home on Forbearance XXXX XXXX, under the CAREs Act, without my consent or knowledge through Mr Cooper. We had agreed to sell the home but he took it off the market when he received forbearance. Mr Cooper continued to extend the forbearance in spite of me asking them not too. We now owe {$16000.00} on top of the original loan. The husband and his girlfriend who has portrayed herself as me with Mr Cooper, and authorized herself to make decisions regarding this loan, requested a loan modification without my consent. I refuse to sign those papers because the forbearance was given without my consent and has now put us further in debt and facing foreclosure. I feel my husband did this to harm my good credit rating and make it impossible to borrow any money because I owe for this house. They want to keep the house but refuse to refinance in His name and pay me as agreed in XXXX. Mr Cooper explained to me they have told my husband that if he will get me to Quitclaim my interest in the home to him, that they can go around me and only require his signature to modify the loan, but I will still be held on the note as co borrower. So they are trying to force me into agreeing to owe more money than the original loan because of the forbearance they gave to him, claiming hardship, which isnt the case. He pays double fir his new home and was able to get out of payments on our home. My good credit is now suffering for a home I was never allowed to live in once he got me to sign the original note because his credit is bad. I am XXXX, have had to rent a place to live in XXXX he makes {$100000.00} per year and wasnt actually having a financial hardship, it was only to afford a more expensive loan. Ive asked Mr Cooper to look into the deceptive request for forbearance snd they determined he lived in the home, however, his mailing address on their contact info, has been to the new home he owns now. I believe he rented our home out while it was in Forbearance in order to pay for his new home. The loan is in the names XXXX XXXX and XXXX XXXX. I am XXXX.
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09/05/2021 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
I was approved for a VA Loan modification per COVID-19 Home Retention Waterfall and COVID-19 Refund Modification.
The VA assisted me with securing a loan modification after a year long battle during the COVID-19 forebearance process. Mr. Cooper failed to acknowledge the receipt of the required forbearance information, even though I submitted it to them ( timely ) on three to four separate occasions.
My loan modification was approved and I closed with Mr Cooper 's assigned mobile notary closer in May. The first payment was set for XX/XX/XXXX. Mr. Cooper 's closer submitted the signed documents. In XXXX, Mr. Cooper called demanding {$800.00} for a trial period ( not required per VA ). When I informed Mr. Cooper that I had an approved loan modification in place, I was told there was no record although a previous representative had informed me otherwise.
I received a second set of loan modification documents with a new payment start date. I arranged a second mobile closing with the same Mr. Cooper notary for XX/XX/XXXX. The documents were signed and returned to Mr. Cooper via XXXX. The first mortgage payment date was XX/XX/XXXX. We paid our mortgage as agreed on XXXX and again on XXXX. However, Mr. Cooper has not posted payment after cashing the check. Mr. Cooper continues to send me notices demanding over {$15000.00} in default payments. I have come home twice in XXXX to find demand notices taped to my front door ( publicly embarrassing ).
I am receiving calls from Mr. Cooper several times a week demanding {$800.00} for a trial period. Mr. Cooper representatives claim that no record of the loan modification is showing. Some representatives seek {$800.00} and others erroneously demand {$15000.00} or they are going to default my mortgage and report to the credit bureaus.
I believe Mr. Cooper is aggressively moving forward with a discriminatory foreclosure process. I have been devastated by this ordeal. Due to COVID-19 we needed a forbearance for just a couple of months. But due to Mr. Cooper 's questionable tactics and potentially discriminatory practices, this process has taken more than a year. I am an XXXX XXXX veteran dealing with a VA mortgage loan modification nightmare during the COVID-19 emergency period. Please protect this consumer 's rights.
Thank you.
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09/09/2019 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
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Web |
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Attention : Consumer Financial Protection Bureau File number : XXXX XXXX XXXX-XXXX SS # XXXX Address : XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, Colorado XXXX DOB XX/XX/XXXX Company Disputing : Seterus, Mr. Cooper Disputing to remove Late Charges for the Months mentioned below.
Phone : XXXX Email : XXXX This dispute is regarding my ex-mortgage holder, Seterus ; that claimed late payments on my report for the months XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. I contacted the company that purchased Seterus in XX/XX/XXXX, Mr. Cooper. In XX/XX/XXXX I requested that these claims be removed from my credit report, they responded with a letter XX/XX/XXXX claiming that they are required to report payment history accurately and altering credit information would be reporting inaccurately to the credit reporting agencies.
Document 1 Letter from Mr. Cooper Document 2 Proof of Monthly payment for XX/XX/XXXX, from bank statement.
Document 3- Proof of payments for XX/XX/XXXX and XX/XX/XXXX from bank statement.
I provided these same documents to Mr. Cooper and I still received no assistance.
I would like CFPB to assist me with the continuation of this dispute, and assist me in gaining some consideration from Mr. Cooper, who has clearly stated that they didnt acquire Seterus at the time that these late charges were filed with the credit agencies, so they do not feel responsible. My position is that Seterus no longer exist, nor do they have a customer service department that continues to help its previous customers before the acquisitioning by Mr. Cooper.
Furthermore, I have filed disputes with the three credit reporting agencys ( XXXX, XXXX, XXXX ) and I have had no success even though I provided the same documentations, they are contacting the same company which has already responded in a letter of their lack of interest due to they had not acquired Seterus at the time that these late payments were filed, so they feel they are not responsible.
I am requesting that the late months in question be removed from my credit report and shown as paid on time, for I have provided the documentation to substantiate this decision. I currently can not apply for a mortgage loan because of this incorrectly reported information, your expedience would be greatly appreciated.
Best Regards, XXXX XXXX
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10/12/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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I started the process to refinance our current mortgage ( with Mr Cooper ) and obtain a home equity line of credit for an addition on our home on XX/XX/2020. We were helped by XXXX XXXX from Mr.Cooper, our mortgage company, whom led us through the beginning of the process to start our refinance and credit line. He told us our credit was outstanding and we should do a different type of loan that would lower our monthly payments. He then told us we have to pay a fee from XXXX whom they ( Mr Cooper ) solely uses for appraisals. I paid the fee immediately, putting my trust in our mortgage company. They sent a woman to appraise my home that, not only, ran through my home without asking questions in under 5 minutes missing many key points of upgrades done, but also used unrealistic comps for my home. Before she left my home, the day of the appraisal, she asked me if I had any comps for my area. Strange, to say the least, especially after I paid XXXX to my trusted mortgage company to hire someone to ask me to do her job. I received the appraisal that was dramatically lower than what it should have been. I handed the appraisal over to a local realtor and appraiser, that laughed at the appraisal stating this is insanity! The woman hired by Mr Cooper Mortgage comped my home with comps that are abundantly less, not only figuratively and cosmetically to my home but that had variances on the property, in flood zones and on slabs.
I sent in a request to revise my appraisal to XXXX ( the manager at Mr Cooper ) that told me my issue would be escalated in the company. I received a call from XXXX stating the appraisal was in review due to the fact it was indeed wrong. I received the new appraisal just 3 days later stating they increased the value a measly XXXX. Without sending a new appraiser, still using the same unrealistic comps. This company is completely NEGLIGENT and does not care to correct their appraisers after they admittedly state there is an issue with whom they forced me to pay to appraise my home and asked ME FOR COMPS! This business is horrible and misleading. Then they use the excuse its the law we can not use any outside appraiser why???? Why because they will state the truth not getting paid on the side to LIE about the worth of a home?????? Shame on this business.
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08/05/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My home mortgage was sold to Mr. Cooper many years ago. Early this past spring, I had gotten a tax bill in the mail that I didn't quite understand and I called Mr. Cooper to clarify and confirm that I did not owe extra property taxes. I was assured that everything was taken care of on their end and that any delinquency fee would not be taken out of my escrow because it was not my fault. I left it at that and more or less forgot about this. This past summer when they re-evaluated my escrow, they concluded that my taxes were nearly double what they were previously and due to that, my mortgage payment went up about {$700.00} per month to cover the escrow shortage. I called their customer service to inquire about this, hoping it was a simple mistake, and I was told that my taxes went up. This did not make sense to me as I live in CA and XXXX XXXX keeps property taxes from spiking from year to year. I spoke to multiple customer service reps with Mr. Cooper and they all insisted that I was mistaken and my taxes, indeed, rose significantly. I spoke with the local tax bureau and discovered that Mr. Cooper had missed one of my tax payments, despite having record that the payment was made. After much digging and poring over statements, I discovered that because of this missed payment, the next bill included the previous installment that was supposedly already paid plus a delinquency fee. Mr. Cooper calculated that bill as being only a 6-month installment and calculated my next year 's taxes accordingly which resulted in my projected taxes essentially doubling. After many hours on the phone, I have finally gotten them to fix the projected taxes for next year. They said they actually did pay the missed tax payment but because it was not the correct amount, it was not applied to my taxes and put in a " suspense account '' instead. I have been informed that when the refund comes from the county, they will credit my account. This still does not address the delinquency fee. This fee should not be my burden to bear as it was not my error. I am not happy with their record-keeping and labeling on my escrow analysis, as they still indicate my past year 's tax amount as the errant amount and I am, at this point, completely untrusting of this company 's honesty and thoroughness.
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09/09/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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When the homeowners insurance was due for renewal on XX/XX/XXXX, I was contacted by my insurance agent because NationStar dba Mr. Cooper was refusing to pay the premium out of the escrow funds that have been collected for the past year. After repeated unsuccessful attempts by myself and the insurance agent to compel payment by the lender out of escrow funds, I was forced to enter into a monthly installment plan directly with the insurance company to avoid insurance cancellation on the property that would violate the terms of the mortgage. I am the spouse of the mortgage holder and reside in the home. The insurance policy is in my name as the borrower 's spouse since XXXX with no prior issues.
This is a renewal of the same exact policy, under the same exact name, that the mortgage company has paid out every year without prior issue. The insurance is for the property that is under mortgage with NationStar.
I have repeatedly submitted payment receipts and deck pages to prove that the home is still insured and that I am now paying for the insurance out of pocket in addition to NationStar continuing to collect funds for payment in escrow. I am now being threatened that the company plans to " force place '' insurance on the property due to insurance being cancelled which has not happened as I am now paying out of pocket in addition to the monthly, timely mortgage payments. A mortgage company should never be able to " force place '' insurance on a property that is proven to be already insured. Furthermore, they should not be permitted to continue collecting escrow payments for hazard insurance that they refuse to pay out. As of XX/XX/XXXX the mortgage company has {$3700.00} of my funds in escrow to pay the renewing hazard insurance policy that has been in place on the home, under my name, since XXXX and continues to refuse payment with the funds in escrow.
I need immediate help as I am gravely concerned that NationStar is attempting to force a refinance, foreclosure or force an unaffordable insurance policy on the home when there is already insurance in place on the property. I have always paid timely and I need some serious strong arm help to force the mortgage company to pay out the renewed hazard insurance that has been accepted without issue until now.
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05/31/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Older American, Servicemember |
XXXX myself and my wife were discharged from Chapter XXXX bankruptcy. Continued to make voluntary payments to first mortgage holder ( Loan Number XXXX ) Nationstar Mortgage ( dba Mr. Cooper ) until it became impossible to continue. XX/XX/XXXX applied for Deed In Lieu program with Mr. Cooper. Was accepted into program and on XX/XX/XXXX Mr. Cooper offered the second trust holder XXXX , XXXX ( Loan Number XXXX ) {$6000.00} to release the 2nd lien ( see attached ).
Mr. Cooper did NOT follow up with XXXX, XXXX and allowed their XXXX program with me to expire. I contacted XXXX by phone twice and lo and behold on XX/XX/XXXX ( see attached ) XXXX accepted Mr. Cooper 's offer of {$6000.00} provided they received said {$6000.00} by XX/XX/XXXX. When I notified Mr. Cooper I find out that my DIL with them had expired. I got it re-instated and was told that they had everything they needed and were waiting for the final approval from their Underwriter which they expected shortly. Things dragged along with Mr. Cooper and I contacted them and was told not to worry that even if they got final approval from the Underwriter in early XXXX it was more than enough time for them to make the payoff to XXXX by XX/XX/XXXX.
In the interim, unbeknownst to me, Mr. Cooper had referred my loan to their attorneys for foreclosure and the foreclosure sale date is to be XX/XX/XXXX. I was very upset but was told that as soon as they got the final approval and paid off XXXX they would tell their foreclosure attorney to withdraw the foreclosure and everything would work out fine.
Well it didn't work out fine. Yesterday ( XX/XX/XXXX ) I get a call from Mr. Cooper telling me that since it took so long to get to this point ( which was all due to Mr. Cooper 's foot dragging and incompetence ) that their Investor had decided there was not sufficient time to get all the paperwork done prior to the XX/XX/XXXX foreclosure date and withdrew their commitment to purchase the loan. Now unless I get some quick help from the CFPB my former home is going to be foreclosed upon instead of a Deed In Lieu. This is totally unacceptable! I went above and beyond to live up to my end of the bargain while Mr. Cooper dropped the ball several times. I want you ( the CFPB ) to make them honor their commitment to me.
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02/13/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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My husband lost his job due to the pandemic back in XX/XX/XXXX last year. I contacted Mr. Cooper on around XXXX or XXXX because I couldnt keep up with the payments. They offered me the option to apply for hardship due to Covid 19, but the way they offered it, deterred me because if I choose that option it meant I had to pay 3 months at once. Where was I going to get that money from? I asked for a loan modification or refinance. They worked with me on both, but because I wasnt making enough, I wasnt elegible to refinance. Really? Thats the point of refinancing, to have a lower monthly payment to be able to make the payments. Then they said I wasnt elegible to have my loan modified because I have to be at 80 % of my mortgage payment. Meaning I will have to pay about {$25000.00} to be at 80 %. To top it off, they wont let me make my property tax or home insurance payments on my own. Meaning they have rights over my own money that I dont have, they decide what I do with my own money and what I cant do with it. Mind you, I have been trying to solve this problem since XXXX or XXXX. I even told the guy, I wont be able to make the next month mortgage payment, I wont have any money, his answer, there was nothing they could do. And to make things worst yet, now they sent me a letter that because my escrow account will be short {$230.00} next year, because my property taxes and home mortgage went up, my monthly mortgage will go up from {$1200.00} to {$1200.00}. If I cant afford to pay my previous payments, how in the whole world they think I will be able to afford the new payment? We have been living out of credit cards all this time because unfortunately my husband hasntbeen able to find a job, and because he was working independently, he is not elegible for unemployment. We are in a really bad situation and I cant believe this lender with its predatory practices, is trying to profit from vulnerable customers, and in the middle of this horrible pandemic. Like if it is not stressful enough already. What is their end goal? To make people desperate enough to just give up and lose everything they have worked so hard for? Or to drive them crazy? There is something really wrong with this company, and they need to be stopped before they inflict further damage on people.
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08/07/2023 |
Yes |
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- Trouble during payment process
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Web |
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I am the executor on the home after losing a family member. I cancelled the homeowners policy with XXXX insurance in early XXXX and obtained my own policy with XXXX at that time. My agent sent information to Mr. Cooper mortgage company with a verified correct address. I noticed that the escrow payment had increased slightly so I did not realize there was an issue until I received a letter stating that my policy had been cancelled due to nonpayment. I checked my mortgage payment again and the escrow payment had increased SIGNIFICANTLY. I contacted my insurance and they stated that the mortgage co never paid out on my policy and it was cancelled. XXXX was also refusing to rewrite my policy because now there has been a lapse in coverage. Mr Cooper ( mortgage co ) informed me that they paid out the policy in early XXXX and the reason for the escrow increase was that the escrow analysis likely reflected the costs of the old policy because it was done shortly after the change. My escrow payment has more than doubled by the way. My insurance agent informed me after doing some digging that Mr Cooper paid out on my family members policy that had been cancelled. He also stated that he reached out to Mr Cooper numerous times with no response due to the non payment on the updated policy. Currently I have no homeowners because I can not get rewritten with that company and now other companies want a high payment due to the lapse. Even without an active insurance being paid out my escrow, my payment went from about XXXX to almost XXXX a month for overall mortgage/escrow payment. In addition, XXXX cashed the check for the policy that had been cancelled, and now refuses to refund the money in a manner that I can cash the check. They will only write it out to my family members estate and I can not cash that check until I open an estate account solely to cash that 1 check because there is no other reason for me to open one. This means I will have to obtain an XXXX and pay inheritance tax on money that that came out of my own checking account that I have been paying on this home/escrow for over a year now. This seems unethical and is making it very difficult for me to afford things. None of these mistakes were my doing yet I am the only one suffering the consequences.
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08/03/2020 |
Yes |
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- Trouble during payment process
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Web |
Older American |
Mr. Cooper, aka Nationstar Mortgage, assumed our mortgage in XXXX, XXXX. Ever since they assumed the loan, we have had issues regarding their statements which have been inconsistent, misleading, false and in one instance, documenation had been altered to change the dates to make it appear as though we were late. They falsely reported us as late to the credit reporting agencies which can be proven through my own documentation that we have never been late. A law firm has contracted with us to sue Mr. Cooper for violation of the FCRA. I have complied with every request, made every payment as directed by them, yet they continue to provide false statements that are full of inconsistencies, inaccuracies and lies. I have been making payments according to their own directive since XXXX of XXXX, yet they ignore their own statements and want me to make higher payments. As recently as XX/XX/XXXX, I received a phone call from Mr. Cooper telling me I am delinquent in my loan for a missed payment in XXXX, XXXX, 7 months ago. I denied their allegation and insisted upon providing me documentation showing the delinquency. They emailed me a document shows no payment received from me in XX/XX/XXXX. My bank account statement clearly shows that I, in fact, did make the payment on XX/XX/XXXX. Their most recent statement, obtained from their website, shows that I now owe almost {$3000.00}. My documents, supported by my bank statement and cancelled checks show that I am not in arrears as they claim. We are attempting to refinance with another company to get away from Mr. Cooper, but their derogatory credit reporting has not allowed us to refinance without exorbitant closing costs, {$14000.00} from one particular company. I have submitted numerous letters, at least 11, over the past year to inform them of their inaccuracies, with supporting documentation, yet they continue to ignore us. Their accoumting is completely erroneous, if not illegal. According to attornies offices I have spoken to and other financial institutions, Mr. Cooper has a history of such practices. They also many internet sources which show a history of lawsuits and complaints. I believe the attached document, my most recent letter to them, can better explain the extent of the mishandling of our account.
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03/30/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
This is an over view of the events that have transpired, attached is the payment history .... there were late payments and the exact times I tried make payments may be off and the document attached is the accurate accounting of attempts to pay and actual payments made. The difficulty of the timing of these payments has cause me to not have fund available as they did not draft on the proper days, the company could not find my accounts as I was always getting payments made on time until their system failed as can be seen in the document provided.. so... for months, ( since XX/XX/XXXX ) I have been trying to pay my mortgage thru Mr. Coopers online portal. since then I have found out the the Portal was broken and was not processing my payments. found that out in XXXX. I was instructed to pay by calling in a payment. Everytime I call in a payment, the tell me is has processed and show it on the portal, but the payment does not process. I call in after 5-7 days and they tell me they cant find my account information. No out reach from them, via email or phone call to alert me of the account error. I have to call back in and make another payment, which does not get recognized in their system and when I call into to confirm, they tell me they can find my account again. I have asked them why they cant find my account as I have had the same account number for 46 years. And I have confirmed my routing number with my bank. XXXX XXXX XXXX I have tried to escalate the issue so they can explain my they cant find my account to no avail. My payments post to the website but sporadically get debited to my account, so I am now in arrears. Also been charge late fees etc which they have removed on request, but continue to assess and remove each time I try to make a payment and it fails. two times in XX/XX/XXXX, two times in XX/XX/XXXX, two times in XX/XX/XXXX, 4 times in XX/XX/XXXX and 4 times in XX/XX/XXXX. I make a payment that they say posts to my account then 7 days later they reverse the payment, and every time I call in they say they cant find my account and to erase the payment information on the site. Not they are telling me I have to pull cash out of my checking account and go to XXXX or XXXX to process a XXXX XXXX payment. It is REDICULOUS in this day and age.
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08/06/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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Hello I am contacting your organization to file a complaint against my mortgage company Mr. Cooper. I have been trying to resolve my delinquent payments and get them to review my updated financial information for loan modification but their agents have obstructed the process. I am told that I am eligible for review and that I need to send in updated paperwork, and I follow the instructions but when they receive it I start getting the runaround and they never actually look at the information. I am now facing foreclosure because Mr. Cooper won't do their job and review my updated financial information which documents positive changes in income. I have owned my house for 15 years and I am scared I will have my house sold at foreclosure auction. I worked for years a XXXX XXXX but due to XXXX XXXX had to take an early retirement. That is how the whole problem started.
I applied for a loan modification in XXXX and was approved and I made my payments as agreed. As explained I was diagnosed with XXXX XXXX in XXXX. I had to take an early retirement from my job as a XXXX XXXX. I applied through Mr. Cooper for a mortgage modification since my income had decreased and I had major health issues and bills. I ended up getting approved in XX/XX/XXXX and was offered a trial program, but this modification only lowered the payment {$50.00} a month and I could not afford the payment. I tried to appeal and get a new review initiated, but have been stuck in the abyss with Mr. Cooper ever since.
When I contact Mr. Cooper to re-apply for a modification I am told that they need updated financial information about my current income to be reviewed. I explain that I receive SSI and now I also receive a pension and that this is the current and correct financial information. There is some kind of disconnect with their agents, because they always fall back on telling me that I was already reviewed and that I need to provide information on additional income. When I provide this information, I am STILL told that I am not eligible for a new review and that the only possible solution is to make one lump sum payment of all past due amounts.
Mr. Cooper 's agents won't even conduct the review, they act as gatekeepers and deny me access to homeowner programs designed to help me.
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02/06/2023 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Servicemember |
I applied for a mortgage with XXXX XXXX XXXX, a bank both my mother XXXX XXXX and I have been a customer of for over 20 years.
XXXX XXXX XXXXXXXX told me that they " can not stop me from applying '' but after my credit was pulled in connection with a mortgage application, I got no information as to how much I qualify for. I was told by the last loan officer who spoke with the manager, and he told me that I do not qualify for anything because I owe a debt that was not disclosed to me. I had requested through CFPB to know about the loan since XXXX and earlier, and I got a response from XXXX XXXX XXXXXXXX that " I am an unauthorized third party " and I do not have permission from the clients who actually took the loan out to know anything at all. ( attached ) I also contacted Nationstar ( mr cooper ) and they told me that the loan is XXXX. But that I am an unauthorized third party and I can not have access to the information.
Both banks took my mother 's cash through an entity called XXXX XXXX about XXXX dollars CASH and how come the note went from XXXX to XXXX after paying more than XXXX cash?
We went to the XXXX XXXX and they told us that they had sent money to both banks, XXXX XXXX XXXX and nationstar and that the money was paid according to a real estate contract filed in XXXX XXXX XXXX clerk in XXXX.
That the banks attorney wants to sell our house keep my mothers furniture, house and retirement for the debt of others because the banks kept on writing checks for their clients XXXX XXXX and XXXX XXXX since XXXX when the prior owners bought the house for XXXX. Since then both banks have written checks until recently of XXXX to the order of their clients and for an undisclosed amount but now the banks want to cash in all the discharged loans on the monetary equity of the house. we contacted the attorney and he sent us some paperwork redacted that is old of a note XXXX XXXX payments ago. The bank got our cash from my mom and I, and mom was put in the rec because my income in XXXX was not enough to pay the XXXX monthly payment that the real estatte contract was based off. My income now can pay the mortgage but the banks inflated the mortgage to match the equity on the house after we paid about XXXX cash to both XXXX XXXX XXXXXXXX and natiosntar.
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02/19/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Incorrect information on your report
- Account status incorrect
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Web |
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Mr. Cooper reported our mortgage 30 days late on my Wife 's credit report. We have had auto pay set up with Mr. Cooper ever since they acquired the servicing rights. In XXXX of XXXX we had the auto draft set up to come out the XXXX of XX/XX/XXXX. Mr. Cooper per the records provided didn't draw the account the XXXX which was a Friday or the XXXX which is a Monday. Mr. Cooper didn't draw the account on the XXXX XXXX or XXXX. Mr. Cooper drew our account 2 days later on XX/XX/XXXX $ XXXX at which time I transferred {$1000.00} from our XXXX savings account and my Wife was also getting paid {$2400.00} on XX/XX/XXXX and was posted the same day. The available balance was {$1700.00} on XX/XX/XXXX. That same day the Mr. Cooper payment was returned in the amount of {$1200.00} denoted as simply " credit '' on our online bank statement. XXXX XXXX record show the payment was made and returned on the XXXX which is not the case. Per our personal balancing we had the {$1200.00} in the account the whole time. Once we got past the holidays and after XXXX XXXX XXXX we checked the mortgage account and it said that the account was still past due for XXXX 's payment. Upon closer investigation realized the mortgage was credited back to us and paid both XXXX and XXXX 's payments on XX/XX/XXXX but did not post until Monday XX/XX/XXXX. We called Mr. Cooper during business hours XX/XX/XXXX to find out that they had already reported our mortgage as 30 days late to all 3 bureaus. I asked if they tried to contact me about the matter before reporting the 30 day late and they had not tried to reach out to me in writing or verbally. They never tried to draw on the account again either. I asked them to investigate the matter and get back to me and the representative exclaimed they would get back to me in writting in the next 30 days. Today is XX/XX/XXXX and I still have not received any communication in regards to the matter. I have all the statements showing the exact flow of funds and don't see how my wife is going to have a 30 day mortgage late when they were paid once which they didn't draw until XX/XX/XXXX which was supposed to go out on the XXXX or XXXX, credited the money back to us for whatever reason, and then 20 days later once the error was discovered by us paid again.
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02/02/2023 |
Yes |
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- Struggling to pay mortgage
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Web |
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I signed modification paper work on XX/XX/2022. XXXX XXXX got my paper work back on XX/XX/2022. My modification docs said payments will start on XX/XX/2022 and that's what the account will show. Well i called about the acct in XX/XX/2022. One person said wait to make the payment and then another would call and say make a payment. This has been going on for several months. There has been several phone calls in between then and now from the company and to the company. Most of the time I was calling them at least 1-2 times a month. They started out calling me everyday although I was going thru a modification. I told them I was waiting for them to complete the modification so I can start my payments. They would call and say Im on a modification and I would ask why they keep calling? They would tell me let me check the account oh I see you on a modification is there anything i can help you with? I would say no. This does not make any sense. I would say around XXXX I started calling them because they stopped calling. Just to make sure everything was good. On the calls they would tell me they are waiting for the buy out phase. Once the buy out phase is complete you and then start making your payments. I told them that this is not right that they are taking so long. I also stated that this is how you all make people loose their homes. So I talked to them on XX/XX/XXXX the person informs me that {$6600.00} was needed to complete the modification. I told her I didn't have that money. On XX/XX/2022 they told me I had to pay {$6600.00} or the modification would be declined and I would have to pay all he past due amount. I offered to give them {$1500.00} and pay the rest in 10 days they said no. I called back and offered {$4100.00} and rest by end of month and they said no. I am calling all I know to borrow money for the {$6600.00}. They also told me if the mod is declined I would have to do another one and they may not approve it based on how I handled this one. I told them that's not fair to me because it was not my fault that they have not processed the modification. So i had to beg and borrow to come up with the money because I didn't want to loose my home. So Im in the hole with people that I borrowed from. I need help because this is unfair practices.
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02/26/2019 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
I am a service member in the XXXX XXXX on XXXX XXXX and I am writing this letter to explain in detail the history and circumstances leading to the current default on my mortgage. According to the last statement I received from you, I currently owe {$71000.00} and my Escrow Balance is $ -XXXX.
In XX/XX/XXXX, I had a XXXX XXXX XXXX XXXX from XXXX XXXX to XXXX XXXX, CA which reduced our income by {$1500.00} per month while still under XXXX XXXX XXXX as our Mortgage lender. In XX/XX/XXXX, my mortgage was transferred XXXX XXXX and by that time, my family was struggling to make mortgage payments. Around the same time, a significant change in property taxes increased the monthly payment by approximately {$300.00} per month. The change was due to registration of STAR program which was not processed properly by the municipality. Ultimately this was corrected but not before adding to the financial burden my family was already experiencing.
We continued to make partial payments while attempting to keep our default to no less than three months while exhausting most of our savings in the process. In XX/XX/XXXX, we were instructed XXXX to request for loan modification and to stop making payments until that process was finalized. We were then approved for a loan modification about three months later. Our trial payments were for three installments of {$2300.00} due in XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. XXXX did not accept the final payment because it was not made on time and returned those funds to us. That put us right back to square and owing far more than 180 days in mortgage payments. We have not made a payments since.
We made four attempts at Loan Modifications in XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and on XXXX XX/XX/XXXX in an effort to bring the account current. All of these were submitted and denied by XXXX 30 days after they were submitted. Each time, XXXX concluded that they were unable to reduce the mortgage amount and that I did not qualify for any of the modification options available.
I am asking for an opportunity to make things right and restore my mortgage account back to current status and to remove this financial and emotional burden on my family. I am hoping that you can provide some options that will help me accomplish this.
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12/22/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My mortgage was transferred to Mr. Cooper on XX/XX/2021 and the previous company I was with I did not have any issues. The letter I received from my previous mortgage company stated that if I wanted to set up an automatic payment with Mr. Cooper then I have to do it myself once it is fully onboarded in the Mr. Cooper system. I intended to pay Mr. Cooper using bill pay with my bank rather than setting up an automatic payment with them. As soon as I was able to access my mortgage account with Mr. Cooper I checked to make sure that I was not set up for automated payment but it showed that I was automatically set up for automatic recurring payment which I didn't sign up for and I did not provide them my account number. They already have my account number as soon I checked the payments which they probably got from my previous servicer. I tried to cancel the automated payment option but it's not getting cancelled online. I called Mr. Cooper and spoke with an agent, the agent said that she could not cancel it herself and I should wait for 24 hours before my account gets updated. I also told her to make sure that I did not want to get debited and that might bring my account to a negative balance and assured me that it would not happen. The next day my account was debited. And also that same day I still had the automated recurring payment showing in my account even after talking with the agent the previous today and after waiting for next day to clear things out. I called Mr. Cooper again and spoke with an agent and I told them that I was debited and I specifically asked the agent the day before not to debit my account. The agent magically was able to cancel the automatic payment. I also had to call my bank to stop the payment from going through and I got charged {$30.00} for the stop payment. The website is very suspicious as this does not allow you to make changes yourself I hope they are aware that this is happening or maybe intentional behavior to keep customers in automated payment method. I believe that Mr. Cooper should not make choices for customers to set up automated payments if this was not requested in your website. Also I did not provide them my account number and they should not be getting my bank account number without my permission.
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04/11/2019 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
On XX/XX/2019 at XXXX XXXX ( 31 mins ), XXXX XXXX ( 2 mins ), XXXX XXXX ( 1 min ), and XXXX XXXX ( 16 mins ) I called my mortgage company Mr. Copper. I spoke with XXXX ( ext # XXXX ) in regards to a letter I received in the mail. The letter has a statement date of XX/XX/2019. In the letter it states that I have to pay {$80.00} to my escrow account by XX/XX/2019 to have a monthly payment of {$990.00}. Mr. Copper calls that option 1. That is an increase from my past monthly payment of {$980.00}. Option 2 is to have the escrow shortage divided for 12 months and my new monthly payment will increase to {$1000.00}. I paid {$90.00} on XX/XX/2019 to my escrow account to have my monthly payment be option 1 of a monthly payment of {$990.00} and yet my monthly payment increased to {$1000.00}.
The reason for the call was ensure if I place {$1000.00} in my escrow account would it decrease my monthly payment. When speaking to XXXX she told me that was not possible. I told her I would like to see a copy of Mr. Copper 's policy on escrow accounts and would also I like to speak with her supervisor. The supervisor name is XXXX ( employee # XXXX ), she gave an analogy of the escrow account being like a bank checking account. She said, " If you escrow account is in the negative, then the increase in the monthly payment increases to cover the projected escrow cost. '' I then said, " If that is so then if I transfer {$1000.00} my escrow account then my monthly payment should decrease. '' She told me that is not correct and the escrow account could not have a positive amount and I would receive a refund the following monthly. I then ask if she could send me Mr. Copper 's policy on escrow accounts, a document in writing where it clearly states that as being the company policy.
It is now XX/XX/2019 and I have not received Mr. Copper 's policy on escrow accounts and that is my chief complaint.
My secondary complaint is that I paid {$90.00} to my escrow account on XX/XX/2019 to have my monthly payment of {$990.00} and it still increased to {$1000.00}.
This occurred to me last year as well. I paid the required escrow payment and my monthly payment increased anyways. I am sure if Mr. Copper is doing this to me they are doing it to other people.
-- Sincerely
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03/12/2019 |
Yes |
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- Trouble during payment process
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Web |
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I closed on a house XX/XX/XXXX. I have made a payment every month of around XXXX. XX/XX/XXXX I made another payment to XXXX XXXX for the XX/XX/XXXX due date, it came out of my bank account on XX/XX/XXXX, not knowing they had transferred my loan to Mr.Cooper. I have called both agencies countless times trying to find the money. XXXX XXXX said they transferred the full payment. I eventually found out from Mr. cooper my account was transferred in XXXX. I have called mr cooper several times over the last few months seeing if they had found the payment. They kept telling me they would look into it and contact me as soon as they found something out or received payment. I would get three to four phone calls a week from their automated service trying to get me to make a payment. After a few calls, when Id answer, it would just be static and noise, no talking or anything. So I made them remove me from the call list. Today I went to make a payment because I had to wait to get the checks from both of my jobs to deposit in the bank to pay the XX/XX/XXXX payment ( which would technically be XX/XX/XXXX since Im still a month behind due to them not having my XXXX payment ) but when I saw that my new payment with two months due was {$1600.00}, I panicked. I couldnt even make a partial payment because they required at least 50 % of total due. I only had XXXX. When I called to figure out why my payment increased that much, after finally understanding since this is my first home, they made a tax payment at the end of 2018 which set my escrow balance at - {$2300.00}. The statement says lowest projected escrow balance at XX/XX/XXXX is - {$2900.00}, minimum amount {$680.00} for two months, amount to be current {$3600.00}. If I was to pay the full amount it would still leave my monthly payments {$770.00}, which theres no way I could just come up with the money to pay all at once. If the amount was added to the 12 months I would have to pay {$1000.00} a month. I got a USDA loan because I do not make a lot of money and rent isnt that affordable. However Im also not at all capable of a thousand dollar a month payment on top of all of my other bills. Now that Ive had help understanding this, I see how theyve screwed me. Ill be happy to provide any more information.
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10/30/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
- Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
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Web |
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1st call I made to do a loan modification / mortgage assistance application I informed representative that I was on XXXX XXXX XXXXXXXX. I was told by the representative that they would send me paperwork. I called back approximately 2 weeks post the first call since I had not received anything and I was told I should wait 30 days. I waited the full 30 days and asked them to just email it to me and that is when I was told about the online portal/website access. I got online and filled everything out and added more paystubs than asked for in hopes it would not delay the process. Several times they DO NOT contact me but I keep checking online daily to see the status and notice there is more information they are needing. On XXXX they needed a letter explaining all my paystubs and what happened. So I did that. My return to work was to be XXXX however since XXXX XXXX XXXX XXXXXXXX XXXX I am locked out while they are still negotating the contracts. So not only did I send my dr note showing my release to work, the text msg from XXXX locking us out, the hospital EOB 's, the letter explaining all of this and over 60 days of stubs ( both XXXX stubs and regular paystubs from XXXX before incident ) I was just informed today AGAIN that they are needing a letter from me stating that I did not return to work upon being released by the doctor even though all of this was in the first letter with all the accompanying documentation. The rep, XXXX, stated that letter has to be dated after return to work date. SOOOO, I did that again today. To be proactive I went ahead and sent all the documentation of payment from the what they had to current, the new letter, the screen shot showing my strike pay from XXXX, XXXX XXXX stubs through the end of my XXXX claim. It's been back and forth I have been dealing with this for over 90 days and I am no further than I was before. The conflicting information is frustrating. The very first rep I spoke with when I started the process told me I didn't have to continue to make my payments. I have continued to make each payment but if I had trusted their faulty system and representatives, where would I be?!?! Something has to be done. I have called numerous times, I get minimal information. Please help! My lender is Mr. Cooper.
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04/14/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account information incorrect
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Web |
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My husband and I have a small mortgage with Mr. Cooper in the amount of {$280000.00}. The property is worth well over {$1.00} XXXX. We were escrowing for taxes and insurance. In XXXX the escrow account was short {$160.00} I immediately contacted the company since I had been sending excess funds towards principal reductions on a monthly basis for over a year and a half. I asked the company to reverse one of those excess payments and apply it to the shortfall to clear the record and avoid a late payment being reported to the credit agencies. The company was able to make all sorts of adjustments to my account going back several months to correct their record and mistakes, however, they were unwilling to make this adjustment to clear the payment and avoid reporting it 30 days past due for the {$160.00}. I have made many calls, sent emails, and even reached out to the CEO without resolution. I wish to formerly file a complaint towards Mr. Cooper and their treatment of clients and unwillingness to correct a mistake that negatively impacts my credit history.
On XX/XX/XXXX I contacted the company and spoke to XXXX XXXX and asked that they reverse unapplied funds and make the account whole and take care of the {$160.00} escrow shortfall. XXXX XXXX responded and said he would check the account on XXXX and make the necessary adjustments to apply the funds, rebalance the escrow account and adjust the payment amount. Over the following days, I checked the account repeatedly to see if these adjustments had been made. Many adjustments were made, except the one to clear the {$160.00} shortfall. On XXXX I contacted XXXX XXXX XXXX again and made him aware that all of the adjustments had been made except the one to clear the {$160.00} shortfall. On XX/XX/XXXX I contacted XXXX XXXX XXXX again as I did not see the adjustment on the account. He indicated that they could not do anything about it and would be reporting our mortgage as 30 days past due because of the {$160.00} shortfall. Having been a XXXX XXXX for XXXX years, I know this was a false statement. I pleaded with him to no avail. I then went online and found the contact information for XXXX XXXX, CEO of the company and sent him an email pleading for resolution. I have yet to hear back from him.
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02/17/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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I recently refinanced my XXXX XXXXXXXX XXXX XXXX ( loan # XXXX ) with another lender. The closing date was XX/XX/XXXX and the disbursement date was XX/XX/XXXX. Around the time of the refinance transaction, XXXX XXXX transferred servicing rights of this loan to Mr Cooper with the new loan number XXXX. Mr Cooper is now sending me statements for loan # XXXX. The funds ( {$340000.00} ) to close out the loan with XXXX Mortgage were wired to XXXX Mortgage on XX/XX/XXXX and the supporting documentation was previously submitted within a separate complaint ( XXXX ) .Mr Cooper has not allocated these funds to close out loan XXXX. I now am receiving monthly statements from Mr Cooper for a loan that should have been closed out and escrow funds returned to me by Mr Cooper. XXXX XXXX has supplied the wiring information for the funds paid at closing being transferred to Mr Cooper. I have submitted this information to Mr Cooper and received no response. The wire info from Freedom Mortgage is here : XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, NH XXXX Re : Your Complaint to the CFPB Complaint XXXX Dear XXXX XXXX, We have reviewed your complaint and researched the issue regarding the payoff wire sent to Freedom Mortgage. After review we have confirmed that we did receive the wire in the amount of {$340000.00} on XX/XX/XXXX. Effective XX/XX/XXXX your loan was service released to Mr. Cooper. Because of this, we wired the funds to Mr. Cooper on XX/XX/XXXX. The wire confirmation for this wire is below for your reference. You can provide this information to your current servicer Mr. Cooper so that they may track the status of the wire for you. XX/XX/XXXX Outgoing Money Transfer Transaction Ref. No. XXXX Fed XXXX Ref. No. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX FL XXXX XXXX XXXX XXXX to Mr. Cooper IA XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX XXXX XXXX If you have questions XXXX XXXX feel free to contact us at ( XXXX ) XXXX Monday through XXXX XXXX to XXXX and XXXX XXXXXXXX to XXXX XXXX Time. Very truly yours, XXXX XXXX XXXX XXXX Customer Service XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, NJ XXXX I NEED MR COOPER TO CLOSE THIS LOAN AND RETURN MY ESCROW FUNDS BEFORE DAMAGE OCCURS TO MY CREDIT.
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02/21/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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In the XXXX of 2022, I signed up for biweekly payments on my home mortgage with Mr. Cooper. The new payment would resemble 1/2 of the monthly principal, interest, and escrow due every two weeks instead of the previous monthly payment. A reasonable person would have assumed that biweekly payments would help them reduce their interest expense in two ways. First, payments made biweekly would reduce the balance of the mortgage earlier than a traditional monthly payment and thus, save the consumer substantial interest expense over the life of the loan. I believe this to be the most important benefit of biweekly payments, and would be the main reason anyone would sign up for this type of payment structure. The secondary benefit would be that there would be 26 biweekly payments made in a year vs. 12 monthly payments on a traditional monthly pay structure. This essentially equates to Mr. Cooper facilitating an extra month of principal payment by the consumer per year. Mr. Cooper constructed their biweekly payment program to completely eliminate the reasonably expected benefit of the first pro of biweekly payments I mentioned above. Mr. Cooper is holding the consumers first biweekly payment made in a month in limbo until the second biweekly payment for the month is made 14 days later. Mr. Cooper then finally applies the combination of the two payments to the loan, entirely negating the benefit of making the first biweekly payment early. For example, on XX/XX/2022 I paid {$900.00} to Mr. Cooper for my first of XXXX 's biweekly payments. This transaction was listed as " unapplied funds '' in my account history on Mr. Coopers website with no reduction in principal balance, application of interest, or deposit into escrow on that date. It isn't until my second biweekly payment in XXXX is made on XX/XX/2022 that Mr. Cooper applies any of my payments to either principal, interest, or escrow on my loan. I believe materially diminishes benefits of biweekly payments and it is reasonable for a consumer to presume that Mr. Cooper would apply payments as they are received instead of holding the funds until the second payment is made 14 days later. Mr. Coopers advertisement and application of this feature is misleading and unfair to a rational consumer.
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09/03/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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XX/XX/2021 * {$85000.00} was transferred by wire to my mortgage company and listed as unapplied funds XX/XX/2021 *i contacted mr. cooper and was told the funds would be applied in 2-3 days and posted as of the XXXX XX/XX/2021 *i contacted mr. cooper again about the unapplied funds and was told it was not enough to pay off my mortgage. i explained again i was not trying to pay off my mortgage, it was to be applied to the principle. i was informed it would post in 3 days and be applied as of the XXXX of XXXX XX/XX/2021 *i called mr. cooper and spoke with an agent who told me the funds would go through within 24 hours. i informed her i was already told twice that this would happen and did not want to end the call until i knew it was resolved.
*i was transferred to escalations who informed me they wired my money back to my bank account because it was not enough to pay off the loan. i explained yet again it was not a payoff and that it was to be applied to principle. then i was told they wouldn't accept it because it was more than 90 % of the payoff amount. there is nothing in my mortgage, nothing on their website, nothing on my monthly statement indicating this 'policy '. no one that i communicated with before or after the wire transfer stated this policy. i asked about the wire transfer fees, the interest accruing since the XXXX, and was told these were all my responsibility and there was nothing they could do.
*i called my bank and they have no record of the wire and let me know it should be there by the XXXX of XXXX. at that point my money will have been tied up for 3 weeks. it will take another 4 days for it to be sent back to the mtg. company. in the mean time, i am incurring interest on {$85000.00} of my loan that i should not be accruing at $ XXXX a day.
*i called mr. cooper back and filed a complaint and was told i should speak with a manager *i called mr. cooper again and asked for a manager. i was sent to escalations for the 3rd time. i reiterated that i wanted to speak to a manager. i was on hold multiple times throughout this over 30 minute call. still no manager. still unresolved.
all i want are the wire fees to be refunded and balance to be applied to the principle as of XX/XX/2021 when they were originally received.
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06/28/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
Mr. Cooper Mortgage You are charging me the wrong amount for my property taxes. I have spoke to numerous departments over and over about this and faxed you on XX/XX/XXXX the tax property coupons. No one corrected this or acknowledged my fax in XXXX.
Yesterday XX/XX/XXXX I received an email saying my statement was ready. You ran an analysis with the wrong information AGAIN and adding to it now saying I also have a shortage.
I spent 55 minutes with a man who could not answer why thus is happening and said my taxes must have changed. I went to the XXXX Department in my County and No they had not increased or changed.
My County tax department pointed out that you were charging me the {$45.00} water basin fee 2 times, which is incorrect.
This fee is a ONE TIME ONLY ANNUAL FEE.
The {$45.00} fee is INCLUDED in the XXXX Spring installment only.
XXXX + XXXX = XXXX. This was already paid in XX/XX/XXXX.
The second installment is XXXX due in XXXX. DO NOT ICLUDE THE {$45.00} My total annual tax bill is XXXX On the last several statements you show XXXX.
I faxed the tax department AGAIN on XX/XX/XXXX for the second time requesting this be corrected.
This is a simple correction that I can not understand why it is not being addressed.
Can someone actually make this correction and tell me why I'm again being thrown into a shortage AGAIN?
In the last 4 months my payments have fluctuations of XXXX XXXX XXXX. Shortage PAID IN FULL XXXX XXXX XXXX My current installment is XXXX Currently- I have paid another XXXX shortage on XX/XX/XXXX but don't understand why or what made an escrow shortage.
This XXXX shortage is unexplainable plus the additional monthly tax of XXXX XXXX is inaccurate.
You need to correct the tax amount in my escrow You have not properly serviced my account and have not made corrections that I have requested.
If you had corrected the tax error before you ran another analysis on XX/XX/XXXX there would be no shortage again.
These errors in my escrow since XXXX have been made by your departments and their lack of knowledge or ability to make timely corrections.
I am requesting my escrow account be brought accurate correct the tax amount and refund the XXXX shortage I paid that no one could explain why I was shortage
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11/28/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Servicemember |
Briefly. In XXXX my incomplete loan modification was sold to Nationstar from XXXX. Additionally XXXX stop paying 1/2 the property taxes in XXXX. In XX/XX/XXXX my local tax collector arrived at my door with 24,000+ bill in hand. To Nationstars credit after 3 days of hysterical calls, they mailed out a check. Nationstar was reimbursed a portion by XXXX, of which they have no record.
The payment did trigger a negative escrow starting at 11,000+, which I would have to repay. What I didnt get was any notice of an immediate doubled payment. From 1500+ to 2900+, that is asking a lot with no notice. After a year and try to achieve a realistic payment, they finally got down to a payment in XXXX to XXXX five year repayment. This number was to include interest, principle, escrow impounds for taxes and insurance, along with repayment. Thru XXXX and XXXXimpounds were paid and the negative escrow was down to XXXX. My tax collector contacted me in XX/XX/XXXX to inform me the last two payments had been missed. After multiple arguments and lies about payment with them they paid. Then added it to my escrow charging me additional fees, starting. XX/XX/XXXX for which they had already been paid. Initially I paid the additional fee begrudgingly late while I researched it. I printed out all pertinent docs prior to making my point. They sent all docs they were working off of, nothing they had provided, proved their reasoning. In fact comparing the same two documents, had different numbers. At that point I stopped paying the additional fees and sent in the proper payment. The only person in all my calls to them who actually took a hard look at what I was telling them and needed to show her manager was fired. There escalation team nothing no returned calls. The SPOC person XXXX. They have one payment on hold because it short. The payments made that were returned have been put in a separate account. Addition fees will not be paid and we are working toward fraud charges against the company. This was a simple fix but now with the cooked numbers it has escalated. Ive had two trips to the hospital since its inception, the XXXX is a killer. At this point Im not sure if its complete deception or absolute incompetence. Additional proof can be faxed if required.
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02/07/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
Listing some of the constitutional rights Mr Cooper has been Violating 1 ) 1024.35 Error resolution procedures. Rule ( 7 ) Failure to provide accurate information to a borrower regarding loss mitigation options and foreclosure, as required by 2 XXXX early intervention requirements made available for certain borrowers Rule ( 11 ) Any other error relating to the servicing of a borrower 's mortgage loan.
XX/XX/2021 I sent a email to Mr Cooper asking for accommodations and itemized accounting of all documents submitted on modifications in questions as well as other procedural questions. This was purposely ignored and they sent more than 100 pages via mail of the SAME documents they have been supplying since XX/XX/2021 spits in teh face of my constitutional rights to get to the bottom of errors and clear things up cause I have been truly suffering this entire time and Mr cooper Even sends a copy of the email sent from me in XX/XX/2021 so MR COOPER has the capability to retrieve my emails/documents retroactively ( XXXX!! ) but cant retrieve the very documents that i requested to clear up errors Mr cooper can ONLY read my email when its disrespectful or convenient for them to character sabotage but are oblivious when im trying to get accommodations because of my XXXX. What's so XXXX about all of this is mr cooper sent these documents individually already this month SEVERAL TIMES!! .then sent it all in a 50 page document then this last one is sent and its like 100 pages plus!!!!!!! i only scanned seventy cause Im using a XXXX XXXX XXXX and i have to manually scan it and it got cumbersome but WHY are you sending these documents over and over and over and over again??? why Mr cooper?? then when i complain you get off on a rule technicality!! is this why the XXXX was calling me to let me know of the mail drop? HAHA how did the XXXX even have assess to uncode my number that was deleted from your system ( XX/XX/2021 ) to call me on the XXXX ( when you are already supplied enough paper for a small forest ) don't leave a message to only see my complain yet you call me again don't leave another message then miraculously do another document drop of the same REDUNDANT information that you've ben supplying to everyone and that explains a lot.
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05/07/2023 |
Yes |
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- Trouble during payment process
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Web |
Older American |
I WISH TO EXERCISE MY RIGHT TO LOAN CANCELLATION WHEN FRAUD IS FOUND 1 ) XXXX XXXX and XXXX XXXX issued a fraudulent, Federally backed, FHA loan. All of the loan statements, loan estimates and HUD statements were misleading. LENDER REQUIRED expenses were omitted to create the illusion of a lower house payment. NONE of the paperwork submitted to the Federal Government is legal, valid, or enforceable as a collectable loan note ( See Exhibit A ). This was not an accidental omission. LENDER REQUIRED ITEMS WERE LEFT OFF THE HUD. They are on their pre-closing checklist. No excuses.
We have proven criminal intent by XXXX XXXX, XXXX XXXX, XXXX XXXX and Nationstar. How do we know? They never tried to correct the error as required by law and, instead, they used wire fraud to state they were correcting the problem while secretly attempting to foreclose on a widow. ( See Exhibit C ) 2 ) XXXXXXXX and XXXX XXXX never disputed the fact that these errors occurred ( See Exhibit B ). I believe these companies would have followed the law and refunded their portion if allowed to. They had no control over the loan according to conversations.
XXXXXXXX XXXX and Nationstar also admit the loan fraud occurred, in writing, on their own letterhead ( See Exhibit C ). They admit that none of the paperwork submitted to the Federal Government is legal, valid, enforceable or collectable. Their excuses and claims that any of this was ever legal in laughable.
In addition, they admit a {$900.00} a month loan went to {$1400.00} after the first year before settling in at an amount higher than my previous loan payment. I was ripped off. Period.
3 ) Nationstar DBA Mr Cooper admitted to another fraudulent act on this loan in XXXX in the Contreras V Nationstar Mortgage LLC case. ( SEE EXHIBIT D ) 4 ) Nationstar DBA Mr Cooper committed loan fraud again in XXXX. They are failing to properly credit early payments and their escrow department engaged in escrow fraud. In a bizarre attempt at accounting I received a refund check from the escrow account for having too much money while simultaneously receiving a payment increase from the same office.
Accounting requires one or the other. An overpayment check means the payment should have gone lower. It went higher.
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05/06/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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Hello, Approx. 11 years ago, I purchased a home as a first time home buyer. Shortly thereafter, the value of the property dropped well below what was owed on the mortgage. The mortgage is currently with Mr. Cooper/XXXX XXXX. I continued to pay the mortgage as per my agreed upon contract. However, approx. 5-6 years ago, there was a hardship and reduced income. At that time, the mortgage was current and remains current to this day but I took advantage of the government HAMP modification program to attempt to make this more affordable with my reduced income. I also worked in other ways to reduce my expenses. At the time, I was advised that if I continued to pay on the mortgage per the modified terms that every year I would receive {$1000.00} principal forgiveness. This forgiveness was never applied to my mortgage balance so I called Mr. Cooper/XXXX earlier this year to address this. When contacting Mr. Cooper, I was originally told that yes, I should have been receiving this forgiveness every year on the anniversary of the approval if the account remained in good standing, which it has. I was told that the research department would look into why I didn't receive the forgiveness. Eventually, I received a response that stated I did not qualify for forgiveness of principal as my monthly housing expenses did not decline enough with the modification. I had never been presented with this stipulation and it was on no paperwork that I signed. I have requested Mr. Cooper send me documentation to verify this stipulation but they have stopped responding. I feel as though I was a victim of a bait and switch by a large mortgage company that feels they can get away with whatever they want. I feel cheated. I work hard and pay all my bills on time and was offered help only to have the rug pulled out from under me. I don't understand why I was told for years that I would receive principal forgiveness but when it comes due, they won't apply it and won't provide me with any paperwork regarding this. It seems as though they are making it up as they go. I have done everything in my power to pay this debt on time and when I get close to being above water, I am done a disservice by the mortgage company and this greatly impacts my living situation.
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01/06/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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The Owner/Servicer of my mortgage filed for a foreclosure AFTER the Statute of Limitations date. This entity does not have the right to foreclose after XX/XX/XXXX. It is also unclear which entity is attempting to conduct the foreclosure, the Owner or the Servicer. If the Servicer is the entity who called for this foreclosure, they must prove that they possess the Power of Attorney, as the mortgage owner 's Attorney in Fact. The Foreclosure Attorney has refused to reveal who called for this foreclosure. This lack of clarity indicates that there is uncertainty as to who is the owner of my mortgage and if they are able to produce the original note. If this foreclosure does take place, the conducting party MUST produce this original note on the date of the sale, as well as proof of Power of Attorney. On XX/XX/XXXX, Nationstar declared themselves the owner of my mortgage through an Assignment of Mortgage. At that time Nationstar also declared themselves as XXXX XXXX 's Attorney in Fact. However, they provided no proof that they possess a Power of Attorney for XXXX XXXX.
On XX/XX/XXXX, Nationstar assigned my mortgage back to XXXX XXXX. In doing so, a fraudulent address of the Assignee/Owner of my mortgage is recorded for XXXX XXXX. The address is recorded with the XXXX County Clerk as XXXX XXXX XXXX XXXX, XXXX, Texas XXXX. This is NOT the address of XXXX XXXX or Nationstar/Mr. Cooper. XXXX XXXX XXXX XXXX, XXXX, Texas XXXX is the address belonging to XXXX XXXX XXXX, as confirmed by Mr. XXXX, who is the Facilities Coordinator of XXXX XXXX XXXX. I am attaching a letter from Mr. XXXX, in which he states that XXXX XXXX XXXX is the sole tenant of the building at XXXX XXXX XXXX XXXX, XXXX, Texas XXXX. I am also attaching a letter from Mr. XXXX in which he states that XXXX XXXX XXXX moved into the building at XXXX XXXX XXXX XXXX, XXXX, Texas XXXX, in XX/XX/XXXX. Prior to XXXX, the previous tenent of the building was XXXX. In order for XXXX XXXX/Nationstar DBA Mr. Cooper to legally foreclose, the Assignment of Mortgage which is recorded at the XXXX County Clerk, and shows XXXX XXXX as the owner of my mortgage, must list the legal and correct address for XXXX XXXX, and not that of an address belonging to another tenant of the building.
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08/05/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My wife and I obtained a mortgage on a property at XXXX XXXX, XXXX Texas in XXXX and the mortgage was sold to Mr. Cooper in XXXX. The problem started this year in XXXX when we made a principal reduction which left a balance on the loan of approximately {$48000.00}. This would have put the loan to value on the property at 15 %, of which I assumed PMI would have been cancelled, however, I recently learned while trying to close out this loan it was not cancelled. I was told I had to call the PMI department to have them cancel it because unless a client requested it they will keep charging the PMI regardless of the LTV.
We later paid an additional principal amount in XXXX which we thought would have paid off the loan. We then called to get a payoff amount and we received the payoff quote of {$820.00} which we paid on XXXX. However, I received a current statement from Mr. Cooper in the amount of {$2400.00} dated XX/XX/XXXX. I started the process of reconciling this issue with Mr. Cooper, I talked to 5 people on recorded lines at Mr. Cooper at different levels of the organization. Each time I was told different things from yes I see where this mortgage should have been closed out in XXXX to my last call last night where I was told I did owe the money and the only thing I can do is pay the now owed {$800.00} principal and interest out of my escrow account to close out this mortgage. I agreed to this because I now have a collection agency hired by Mr. Cooper calling me and texting me about my past due payment. I have also been charged late fees and they are still charging me the monthly PMI premium of approximately {$130.00}. I have requested a full review of the account from the agents I have spoken with and they have told me they will get the accounting review team involved but nothing as happened. I don't believe we owe the additional amount of {$800.00} which I agreed to have taken out of my escrow account in order to just move on in this situation. It is unbelievable to me that they have hired a collection agency to call and text me about my payment that is past due that I don't believe I owe. This whole situation has not been handled well, I have been told different scenarios, escalate to people and nothing is resolved.
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04/21/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Our home hazard insurance with XXXX was due on XX/XX/XXXX. I contacted our mortgage company, Nationstar Mortgage ( Mr. Cooper ) for payment status on XXXX and XX/XX/XXXX since our insurance company notified us that they have yet received the payment. Mr. Cooper didn't respond until XX/XX/XXXX and told us our insurance was due on XX/XX/XXXX, but they will go ahead make the payment in advance. Then they told us to go somewhere else for further questions and close the case. We were under the impression from their message that theyll go ahead and pay the hazard insurance. On XX/XX/XXXX, we found out our insurance company had dropped our coverage. I immediately contacted a XXXX XXXX agent to assist in getting new hazard insurance in place and updated Mr. Cooper with the new insurance info. On XX/XX/XXXX, Mr. Cooper sent us a letter stating there's a lapse of coverage from XX/XX/XXXX to XX/XX/XXXX and wants us to provide proof of coverage or they will charge {$410.00} on our account.
1. Mr. Cooper seems to be contradicting themselves. They said our original insurance is not due until XX/XX/XXXX so where is the lapse? 2. We had coverage for XX/XX/XXXX through XX/XX/XXXX. If Mr. Cooper had paid the insurance on time through the escrow account, our previous insurance company wouldnt have dropped us. 3. Since Mr .
Cooper failed to make the payment and caused our insurance to be dropped by XXXX, now Mr. Cooper wants us to pay {$410.00} for the lapse in coverage. It really sounds like theyre attempting to scam on us. First, they told us the hazard insurance is not due until XX/XX/XXXX, and now they say theres a lapse in coverage and want us to pay {$410.00} for it.
Wed like Consumer Financial Protection Bureau 's help in facilitating communications with Mr. Cooper. I've lost my confidence in dealing with Mr. Cooper and their service departments have not been exemplary. It takes forever for them to answer the phone, and it took them 3 weeks to respond via the web. We dont think their current staff is capable of handling this matter and wed like someone who runs these departments to contact us via mail and waive the {$410.00} fee plus whatever fees that may be associated with the lapse of insurance that they caused. Thank you.
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10/02/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
- Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
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Web |
Servicemember |
In XXXX my husband and I purchase a XXXX home a lemon a money pit financed by XXXX XXXX NY, unfortunately in order to keep up to date with the mortgage payment we filed XXXX XXXX for credit card debts, in XXXX We remain current on my mortgage payments until XXXX. Trying to maintain property we fell in default 2x and was approved for XXXX 2x for a modification loan.
In XXXX XXXX after taking all monthly payment from us but never reporting them to credit bureau transferred our mortgage to Rushmore management.
In XXXX my husband needed an emergency heating system replacement in addition emergency repairs were also needed. we fell behind four months mortgage I reach out to the Rushmore management the services assigned by XXXX in XXXX. Rushmore management advised me to apply for another modification I kept calling them and emailing them every week for status updates and was ask to resubmit multiple times documents we were waiting for modification approval for 10 Months in XXXX of XXXX A modification offer was approved, doubling our monthly mortgage payment with a high interest, I denied the offer in writing explaining that we can not afford to pay higher monthly mortgage In XX/XX/XXXX my daughter who serve in XXXX XXXX XXXX was XXXX for two months it was a very hard season to minimize stress In XXXX of XXXX I mailed a certified bank check to cover the 12 months now due to bring mortgage current, Rushmore refuse payment and returned certified check my home continued in illegally foreclosure process while waiting for a modification approval I applied for help when my loan was only four months delinquent servicer Rushmore management advised me to apply for another modification.
To date Rushmore refuses to work with me directly and imposes additional attorney fees and foreclosure fees in which we can not afford to pay there attorney, Rushmore attorney have me In foreclosure settlement conference every month XX/XX/XXXXXXXX is the next settlement conference I need help in keeping my home and holding XXXX and there attorney and servicer accountable for the mental physical stress this has cause me and my family and financial hardship my tax liabilities I had to pay because my mortgage payment was not credited See attached
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02/07/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
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Web |
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I have on NUMEROUS occasions requested MR COOPER to remove the derogatory remarks on my credit report. In late XX/XX/XXXX I called MR cooper and informed them I was struggling to pay my payment due to natural disaster of hurricane Michael here in FL affecting my job as a XXXX in XX/XX/XXXX. The woman I spoke to stated I could set up a forbearance plan to help with my circumstances. I was told by said woman that i could enter into forbearance if I was unable to make the payments. I reiterated a question to the woman 3 x - " would this forbearance be reported as a late payment? ". The Mr cooper rep confirmed on their RECORDED LINE that it would not negatively effect my report and would report as current. I called numerous times and requested for a supervisor to look into the matter as i was 100 % sure that i was told the forbearance would NOT report as anything other than current. I AM STILL WAITING ON THE PROOF THAT THE AGENT SAID OTHERWISE. I have tried to dissolve this issue repeatedly with no assistance from Mr cooper. I have attached my statement from XXXX showing i was in forbearance at that time yet was reported as late 90 days until XXXX. When i requested this forbearance IN XX/XX/XXXX I was requesting due to a natural disaster which I VOICED TO the Mr cooper rep at the time. I live in FLORIDA and was affected by Hurricane Michael in XX/XX/XXXX and due to this CAT 5 storm my job as a XXXX was affected and in turn so were my payments. During a forbearance period, your mortgage company may not assess late fees and will not report forbearance or delinquencies caused by the disaster to credit bureaus I AM BEGGING MR COOPER TO REMOVE THIS NEGATIVE REPORTING ON MY CREDIT REPORT AS IT IS CASUING SO MANY ISSUES OBTAINING A NEW MORTGAGE.
I am being ignored and blown off even though i was told incorrect information by Mr Cooper representative on the way this information would be reported. I have a perfect credit hx other than this " late payments '' and i am demanding Mr cooper administration look into the issue and listen to the call recording as well as provide me that information. It is illegal to tell a consumer one thing on the phone and have them sign a bunch of paperwork stating the opposite. That is not right!
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02/01/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Company involved is Nationstar DBA Mr. Cooper and the nature of my complaint is I am being double-billed in transfer between mortgage servicers.
On XX/XX/XXXX I made the last payment ( due XX/XX/XXXX ) to the prior servicer XX/XX/XXXX On XX/XX/XXXX I received notice from XX/XX/XXXXthat the loan was scheduled for transfer to Mr. Cooper, effective XX/XX/XXXX.
On XX/XX/XXXX I received a notice from Mr. Cooper welcoming me to their servicing of my loan.
On XX/XX/XXXX I received an incorrect notice from Mr. Cooper that a payment was due to them XX/XX/XXXX - note that this is PRIOR to the effective transfer date and redundant with payment already made XXXX XXXXXXXX XXXX.
I made a manual payment to Mr. Cooper XX/XX/XXXX, for the actual payment that was due XX/XX/XXXX, out of concern that the autopayment process would not be set up in time for the XX/XX/XXXX due day as I had been recently transferred.
On XX/XX/XXXX an autopayment to Mr. Cooper did occur. I consequently later called to reverse one of the two duplicate payments, XX/XX/XXXX and XX/XX/XXXX, which were both for the payment due XX/XX/XXXX.
Since this reversal Mr. Cooper believes I am one month behind on my payments despite consistent payment at the beginning of every month ever since.
The source of this problem is the erroneous double-billing for the payment due XX/XX/XXXX, which was DUE PRIOR TO MY TRANSFER and which had ALREADY BEEN PAID TO THE PRIOR SERVICER I had a 2 hour phone conversation on XX/XX/XXXX during which a representative repeatedly failed to acknowledge my concerns and merely repeated Mr. Cooper 's erroneous information. I was told a manager would look into this and I would hear back. I did not ever hear a response.
XXXX weeks later I submitted a written complaint to the company. They again stated they would look into the complaint and I would receive a response in 7 business days. They eventually did respond merely with a reiteration that their information was correct- without actually providing any information to contradict any of my claims- and that my loan payment made XX/XX/XXXX had been applied to the payment which had been due XX/XX/XXXX ( which retains a 1 month inaccuracy which has persisted ever since my original transfer ).
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04/22/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Older American, Servicemember |
We got accepted for a grant of {$50000.00}, we also applied to PA housing finance agency for a rescue bridge loan, combined together it will bring the mortgage back on track. Unfortunately we have reached out to our servicing company for months to send a complete breakdown of the total due ( escrow/ insurance payment, breakdown of all legal fees, ) PAFA requested that in a reinstatement letter to move forward with the loan. We have made numerous calls and emails since XXXX and to this date ( XX/XX/2023 ) no response from servicer and their Attorney. I have called and emailed their attorney to no avail!!! Company is giving us the runaround, we explained that we needed that letter to get the loan and the Grant. We also told them that we had to get another hearing because of their negligence we got denied for the loan and lost the {$50000.00} grant that we worked so hard to get. If they wouldve given us that letter with all the breakdowns we couldve been back on tract and moving forward with our lives and our home. Because of their negligence we are about to loose everything. We even had the Atterney that was appointed by PAHF for the disbursement of the grant reached out to the servicer Attorney via email and he as well never received a response back for months now!!!! We did everything right to move forward but now we are about to loose our home because of their negligence. We also questioned the hight amount due ( $ $ $ ) for legal fees that makes no sense to us and the grant attorney. Theres a cap on legal fees, under act 91 and act 6, its extremely concerning that the amount is over {$12000.00}. They still havent responded to our demands, they avoid our request for a breakdown of those legal fees. Please help us get this investigated, this company needs to get Audited. We did everything to resolve this issue and are getting ignored. I have full proof of their negligence. They will make us loose our home. If you need proof I can email all communications from myself, the grant Attorney XXXX XXXX ( XXXX ) and XXXX XXXX ( PAFA ). Please feel free to reach out to me, this is time sensitive. My husband is a XXXX Veteran & served his country with pride, now we ask that his Country will help him back in return. Thank you
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12/28/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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The Attorney for my mortgage company ( XXXX XXXX XXXX XXXX XXXX XXXX, as Trustee for XXXX XXXX XXXX XXXX XXXX XXXX XXXX Mortgage Pass-Through Certificates, XXXX XXXX ) failed to send crucial and extremely important documents to my husband and myself. This despicable tactic took place both in XXXX and XXXX of this year. While in the middle of a judicial court battle, this attorney certified that on XX/XX/2019, a true and correct copy of the Memorandum of Opposition was served by U.S. Mail, first-class postage prepaid, to my husband and myself at our address. These documents NEVER arrived in the mail. When we inquired of this attorney, she claimed she was not required to send these documents as certified mail, which would have the ability to be tracked. She stated in an email, the following, " The package gets prepared and then sent to our clerk to mail out. It goes out via regular mail. It is not anything I can track. I do have the pkg I scanned in and sent for mailing, along with my signed certification that it was mailed out. There wouldnt be anything else I can provide youas it is not certified mail, nor is it required to be. '' This despicable tactic again took place on XX/XX/2019, as this attorney certified that a true and correct copy of the Motion for Summary Judgment was served by U.S. Mail, first-class postage prepaid to both my husband and myself. Once again, these documents NEVER arrived in the mail. When we again contacted this attorney as to why she never sent these documents to my husband and myself, she stated in an email, the following, " Here is a copy of the Motion for Summary Judgment we filed, mailing certificate on page 78. Certified mail is not required, only regular mail is. I dont have tracking I can provide you, all that is required is the certificate of mailing. '' Ironically, these documents arrived to our local court with no issue. It would be literally impossible for all 4 of these mailings to have been lost in the mail which were SUPPOSEDLY sent separately to my husband and myself. The XXXX mailings were 79 pages. The type of packaging these 79 pages would have required should have a bar code and should be very easy to track through the postal service if they had in fact been mailed.
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02/24/2022 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Servicemember |
Our house was built in XXXX. We refinanced our house in XXXX of XXXX for the purpose of cutting monthly expenses. Our interest rate wasnt bad. They used our closing tax amount ( taxing land only ) for our projected taxes on our refinance. The document they received from the title company clearly states that the value of the taxed property is {$39000.00} and the person named is the name of the land developer who owned the parcel before our home was built. The amount used was {$420.00} and should have been approx {$1400.00}. According to the TRID rule, the mortgage company is not held liable for the taxes changing, but the amounts projected should be based on factual and reliable estimates. There is no circumstance where a {$39000.00} parcel of land would be an accurate substitute for {$250000.00} home. As a mortgage company, I put the responsibility on them to make sure the amounts seem accurate, which a quick look at the county tax info and our home value should have told them it wasnt. Or even reading the details of the document they were using which clearly states that the amount listed is land value.
We made payments for four months at the quoted new payment amount before we were notified that the escrow account was insufficient and they would be adding on to our monthly payment temporarily for the error and long term to maintain the higher amount.
Because of this error our payment is now UP approx {$160.00} per month and once escrow is recovered will only be approx {$30.00} less than our original payment ( before refinance ). Of course we wouldnt have refinanced to save approx {$30.00} and they also added approx {$5000.00} in fees back into our loan.
I called the customer service and spoke to escrow, who then directed me to refinance. The refinance dept tried to claim they had done nothing wrong and could do nothing else, but said they would check with another department and get back to me. The refinance dept supervisor called me back to say he had spoken with the escrow and consumer services departments and they also believed there was nothing they could do at this point.
I am reporting them because I feel like this is either negligent or fraudulent business practices to get customers to refinance.
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01/18/2022 |
Yes |
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- Trouble during payment process
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Web |
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Mr Cooper is my mortgage holder. I was in forebarance which was slated to end as of XX/XX/2021. I applied to have my account brought out of forebareance and up to date in XXXX. The option they offered me in mid XXXX of a partial claim was not acceptable to me as this would not lower my payment and I am still struggling. Therefore, I denied the partial claim and asked for Post Pandemic Covid Modification which would be a parital claim and reevaluation of the loan thus making the payment lower and interest rate lower. I called a few weeks later to check the status of my request and was told it was successful and to expect to resume payments as of XX/XX/XXXX with a reduced monthly payment from {$2600.00} down to {$2400.00} as well as a reduced interest rate. I was comfortable with this and asked that the paperwork be sent. After waiting an adiditonal 2 weeks, without ant paperowork, I called again and was told that now they anticipated my loan to restart on XX/XX/XXXX ( Not XX/XX/XXXX ) and that my rate was going up and my payment would be {$2500.00} as opposed to {$2400.00}, which is still a reduction but because I am delayed an additional month the negative balance from that extra month as well as escrow got added on and the rates have changed. The bottom line is they are moving the goal post while refusing to send the prpoper paperwork to exit Forebarance. I have seen and read reviews where similar tactics were used in an effort for them to maintain the original payment and rate and therefore change nothing for the customer. I stress that I can not afford to make a {$2600.00} per month payment which is why I asked for the Covid Modification in the first place. If this continues and I have to wait until XX/XX/XXXX to make payments, we will be right back to that payment per month and than some. This predatory behavior is despicable and should be addressed immediately!!! Especially since I am trying to be a stand up person and repay my loan which they are not allowing me to do until it benefits them! I.e If my payments were reduced by {$200.00} they would be loosing money on me and so have now delayed the process on purpose which has now raised my payments and rate which is totally illegal! Please someone help!
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12/06/2021 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
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- Trouble during payment process
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Web |
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In XXXX I started to take over out finances and noticed that our mortgage has never really gone down. We started out as XXXX XXXX and then XXXX XXXX was bought out by XXXX, XXXX then sold our mortgage to Nation Star and now we are Mr Cooper. When I asked Mr Cooper about this issue of how our Mortgage of {$56000.00} is only down to {$45000.00} after 16 years of paying. We purchased our home in XXXX and have been making the monthly payment since. We may have got behind on a few payments because of health issues my newborn had when she was born in XXXX but we always made out payments some how. When I looked at the terms of the loan it states we will be paying until XXXX which is 43 years, we only have a 30 year mortgage, therefor we should only be paying until XXXX. Mr Cooper tried to say that right before XXXX XXXX turned the loan over the loan was resigned, this is not true the documents they have have a signature that my husband did not sign, I am not sure who signed those documents but it was not him. Mr Cooper sent me a copy of the files they had on file from this design, BUT could not find information about our loan prior to. I sent them a copy of our original loan and what my husband signature looks like. I am not sure what Mr Cooper did during the turn over but something fraudulent happened because there is no way we have this much to pay on this house. We could have had a better house, its terrible they are taking advantage of people like this. I have spoken to varies other Tax Payers, as I am an XXXX XXXX, XXXX XXXX and they are having similar issues with Mr Cooper and Mr Cooper says they will investigate but they did not, they sent a generic response, they they could not further investigate because they do not have the paperwork from the other mortgage company.
I would like Mr Cooper to correct our mortgage to reflect that we only owe what we owe the 14 years of the mortgage. I dont understand how a company can do this to people, its terrible. I have a family to take care of and to continue to pay on this house until XXXX is ridiculous that would be two times what its worth that we would be paying. It makes me sick to think of how many people they are doing this to and they are getting away with it!
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06/04/2021 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
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- Incorrect information on your report
- Account status incorrect
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Web |
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I have been in repayment of Loan # XXXX ( for security reasons I am providing the last 4 of my account # and can provide the full # if necessary for this issue ) for several months and working to repay the amount due on the loan as the amount ( {$38000.00} which was a balloon payment ) was not something I could scrape up the funds to fulfill in full at a moments notice. I reached out to Mr. Cooper to engage with them to work out an option to continue making payments on the loan till I was able to refinance my loan and completely satisfy the balloon payment. Mr. Cooper did work with me and set me up with a trial repayment period. This process took them a couple of months to create and present to me at which time it was presented I agreed to the repayment terms for a 3 month trial period in which I was to make 3 consecutive payments on time to fulfill a required obligation on my part, which I did. I made every payment on time and fulfilled their request. During this entire time Mr. Cooper continued to negatively ding my credit score ( as often as 3 times within a month ) and dropped my credit rating approximately 150 points. Mr. Cooper made derogatory reports to the credit reporting agencies multiple times a month during this process even though I was din full cooperation with them and meeting each and every one of their requirements. The final result of their derogatory actions has severely negatively impacted my credit rating to the point that a refinance now ( to satisfy that loan ) is drastically impacted. I wish to lodge a complaint and am taking this step first to see if they will work with me to remove those negative derogatory statements from my record before I proceed with legal action.
Please intervene on my behalf as Mr. Cooper has been unresponsive to my initial request which I lodged with them on Wednesday XX/XX/2021 @ XXXX XXXX. I have been very patient and have been more than gracious in allowing them ample to me to respond to my initial contact to work out some kind of resolution to this abusive behavior on their part.
I will await a response within the mandated 10 calendar days before taking further action which may include litigious action in which I will request compensation for damages.
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10/22/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Payment process
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Web |
Older American, Servicemember |
I was a Sandy-impacted homeowner, and I was found to be eligible by the DCA for a term of forbearance under state law P.L.2017, c15 which provides for a temporary suspension of principal and interest payments on your mortgage. Exhibit M - NJ Statue From XX/XX/XXXX to XX/XX/XXXX, I was under the forbearance program with my mortgage company, Nationstar/Mr.Cooper/RightPath Servicing. The outstanding balance of my mortgage at the beginning of the forbearance ( XX/XX/XXXX ) was {$84000.00}. As required per the NJ Statue, I resumed making my regular monthly loan payments of {$1300.00} once the forbearance period ended, XX/XX/XXXX. I have made a total of 13 payments of {$1300.00} and 1 payment of {$2800.00} XXXX XXXX XXXX XXXX ) a total of {$20000.00}.
Resolution Letter from Mr. Cooper dated XX/XX/XXXX - During the forbearance period Mr. Cooper ( mortgage co ) made deferred payments to my account to the sum of {$83000.00}. At the end of the forbearance period, they want this deferred amount to be paid in a lump sum or I would have to do a modification loan. Mr. Cooper/RightPath Servicing did not follow the Hurricane Sandy NJ Forbearance Statue.
XXXX Filed complaint against Mr. Cooper with the State of Jersey Department of Banking and Insurance .
XXXX The State of NJ Division of Banking and Insurance closed complaint against Mr. Cooper after receiving Mr. Coopers resolution letter dated XX/XX/XXXX.
I do not believe that the NJ Department of Banking and Insurance should had closed the case as Mr. Cooper did not follow the Hurricane Sandy Forbearance NJ Statue. There should not have been any deferred payments, or any modification done to my loan while in forbearance.
All the explanation of what they did to my loan during the forbearance period for their accounting purposes and/or their investors should not have affected what I owe on my loan. The terms of my loan should not have change ; no deferred payments nor modifications should had been done while in forbearance.
All I want is to have my payments so far of {$20000.00} be applied to my outstanding loan balance of {$84000.00} and for the repayment period to be extended by the number of months the forbearance was in effect ( 5 years ) as per the NJ Statue.
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07/28/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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Complaint MR. Cooper Mortgage XXXX for XXXX XXXX Refusing and denying to work towards foreclosure avoidance Payments made and went to unapplied funds and keep them there for months which caused the interest adding up on current due statement. If payment would have applied in the time receive the extra interest caused the balance to go up benefiting them.
This Home Loan was sub prime from day one starting back in XX/XX/XXXX. We rented the house for two years and was offered by the owners to buy. We bought it through XXXX XXXX XXXX XXXX In One broker for mortgages companies to finance loans to sub prime home buyers who not other qualified for conventual home loans and unable to put any down payments. Thus created the housing bubble starting in XXXX and still today some of us homeowners have not gotten a resolution for the fallout of this. This is whole new complaint latter just wanted give an outline were this is headed.
Starting in XX/XX/XXXX, problems came up and missed the XXXX payment. We continued to have major emergency problems that affected us making timely payments to this point. During this period, we were in continue contact with Mr. Cooper to work out solutions and payment arrangements. Having made payments towards back mortgage payments. Mr. Cooper put some of the payments I an unapplied fund and stayed there for months, thus causing higher interest cost applied on the principal and inflating the months behind on payments. We first requested forbearance in XX/XX/XXXX, Then asked for the 3 month extension in XX/XX/XXXX as allowed by U.S. Gov for XXXX XXXX backed mortgage. Before this starting in maybe in XX/XX/XXXX, we asked about repayment options. Mr. Copper stated that we used the 18 months of covid forbearance, deafferent payment, loan modification and refinancing were not an option.
Back in XXXX The Courts order XXXX XXXX XXXX which also served loans for XXXX XXXX at that time to correct and modify any loans that were under fraud protection act at that time frame. Both XXXX XXXX and Mr. Cooper Claim we used the allowable modifications. The First was not requested by us thus not be in the included allowable modification as it was court order and by the way took them six months comply.
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10/21/2023 |
Yes |
- Debt collection
- I do not know
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- Written notification about debt
- Didn't receive enough information to verify debt
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Web |
Servicemember |
REQUEST FOR XXXX XXXX XXXX TO PRODUCE UNREDACTED FIRST XXXX XXXX BILL, NOTE, STATEMENT, PAST DUE NOTICE FROM SERVICER AND CURRENT UNREDACTED XXXX XXXX XXXX XXXX XXXX BILL, NOTE, STATEMET, PAST-DUE NOTICE FROM THE SERVICER, AKA " THE NOTE FROM XXXX XXXX XXXXXXXX XXXX XXXX
THE XXXX XXXX XXXX XXXX REQUESTS THIS INFOMRATION TO HELP THE CURRENT OWNER FOR THE LAST 15 YEARS WIHT FEDERAL COVID HELP TO KEEP HER HOME. XXXX XXXX IS COLLECTING THE OLD DEBT BUT AGAINST FDCPA THEY ARE NOT PROVIDING THE NOTE O F XXXX TO VERIFY THE DISCHARGE OR ACTUAL PAID IN FULL OR OUTSTANDING OF THIS DEBT AND ARE COLLECTING FROM THE WRONG PARTY XXXX. Attachment and enforceability of security interest ; proceeds; supporting obligations; formal requisites.
( a ) A security interest attaches to collateral when it becomes enforceable against the debtor with respect to the collateral, unless an agreement expressly postpones the time of attachment.
( b ) Except as otherwise provided in Subsections ( c ) through ( i ) of this section, a security interest is enforceable against the debtor and third parties with respect to the collateral only if : ( XXXX ) value has been given ; ( XXXX ) the debtor has rights in the collateral or the power to transfer rights in the collateral to a secured party ; and ( 3 ) one of the following conditions is met : ( A ) the debtor has authenticated a security agreement that provides a description of the collateral and, if the security interest covers timber to be cut, a description of the land concerned ; ( B ) the collateral ( B ) the collateral is not a certificated security and is in the possession of the secured party under Section 55-9-313 NMSA 1978 pursuant to the debtor 's security agreement; ( C ) the collateral is a certificated security in registered form and the security certificate has been delivered to the secured party under Section 55-8-301 NMSA 1978 pursuant to the debtor 's security agreement; or ( D ) the collateral is deposit accounts, electronic chattel paper, investment property, letter-of-credit rights or electronic documents, and the secured party has control under Section 55-7-106, 55-9-104, 55-9-105, 55-9-106 or 55-9-107 NMSA 1978 pursuant to the debtor 's security agreement
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11/13/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I have called them several times - they refuse to fix the payments on my account. Yesterday they actually sent me a collection email and I am paid through XX/XX/XXXX. They sure do have creative accounting to say I am behind on my XXXX payment when I have paid through XXXX and the 1st half of XX/XX/XXXX payment due. I want them to be fined. I want them to sell my mortgage to a legitimate mortgage lender. - something - this is my 3rd complaint against this company. It is truly the worst consumer experience of my life.. They bought my mortgage in XXXX XXXX they sent out letters waiving any late fees due to the transition for new customers and it has literally been a nightmare ever since. Below are the payments I have made and when - they are not apply the funds properly I pay bi-weekly - it's very simple - but if you look at their books it isn't at all. Below I have my payments ... In the documents you will see their crazy accounting practices. I demand they fix my account immediately. They need to show my next payment date as XX/XX/XXXX for the amount of {$760.00}. That is what I should see when I log into my account.
DATE AMOUNT Monthly Payment XX/XX/XXXX {$760.00} 1st Half Of XX/XX/XXXX Monthly Payment XX/XX/XXXX {$760.00} 2nd Half of XXXX Monthly Payment XX/XX/XXXX {$760.00} 1st Half of XXXX Monthly Payment XX/XX/XXXX {$760.00} 2nd Half of XXXX Monthly Payment XX/XX/XXXX {$760.00} 1st Half of XXXX Monthly Payment XX/XX/XXXX {$760.00} 2nd Half of XXXX Monthly Payment XX/XX/XXXX {$760.00} 1st Half of XXXX Monthly Payment XX/XX/XXXX {$760.00} 2nd Half of XXXX Monthly Payment XX/XX/XXXX {$760.00} 1st Half of XXXX Monthly Payment XX/XX/XXXX {$760.00} 2nd Half of XXXX Monthly Payment XX/XX/XXXX {$740.00} 1st Half of XXXX Monthly Payment XX/XX/XXXX {$740.00} 2nd Half of XXXX Monthly Payment XX/XX/XXXX {$740.00} 1st Half of XXXX Monthly Payment XX/XX/XXXX {$740.00} 2nd Half of XXXX Monthly Payment XX/XX/XXXX {$740.00} 1st Half XXXX Monthly Payment XX/XX/XXXX {$740.00} 2nd Half of XXXX Monthly Payment XX/XX/XXXX {$740.00} 1st Half of XXXX Monthly Payment XX/XX/XXXX {$1400.00} XXXX Monthly Payment XX/XX/XXXX {$1400.00} XXXX Monthly Payment XX/XX/XXXX {$1400.00} XXXX Monthly Payment XX/XX/XXXX {$1400.00} XXXX
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11/29/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Payment process
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Web |
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Our mortgage was transferred from XXXX XXXX to Mr. Cooper in XX/XX/2023.
On the day the loan was transferred, Mr. Cooper had been hacked and we could not access our loan information for at least a week.
A class action lawsuit has been brought against them for the breach.
Once we were able to access our account online, we noted that it showed that we had not paid our monthly mortgage, even though our payments continued to be taken out of our checking account twice a month by XXXX as it had been for over 20 years- through several mortage companies and XXXX different houses with no problems.
We contacted Mr. Cooper through the chat on XXXX and was told to send proof of payments to XXXX ' to expedite location of the payments and this was completed the same day. No reply email from Mr. Cooper was received.
Payments were send on XXXX and XXXX.
We also called XXXX along with our home insurance XXXX as they requested and doublechecked to make sure their information was updated which was confirmed by both.
At this time we could not make an additional payment towards our principal balance due to Mr. Cooper as we do each month because our account was not 'current '.
On XXXX, we contacted Mr. Cooper through the chat again. We let them know that we had emailed the requested payment information, our account showed that no payments had been made, and wanted an update.
They let us know that there was a pending missing payments case opened on XXXX and that is was in process. Case # XXXX, which might take up until XX/XX/XXXX to finalize. They assured us that our account would not be penalized while they worked on our case. They confirmed that there was a 60 day grace period which will end on XXXX - during this time no late fees or negative credit reporting will be applied to our account.
On XXXX, we received an automated call from Mr. Cooper stating that our mortgage payment was late and that we had to pay today in order to keep in good standing with the mortgage company.
We tried to call Mr. Cooper directly but they will not let you speak with a representative. When we repeatedly asked for a representative, we were hung up on.
We have printed transcripts of the chats from both dates.
Please advise.
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05/18/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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On XX/XX/XXXX, I received an email from Mr. Cooper Mortgage Lender letting me know that my home loan from XXXX XXXX had been transferred to Mr. Cooper effective XX/XX/XXXX. The email itself contained a sentence in bold letters that read, Rest assured, the terms of you loan remain the same. The terms of my loan, when it was transferred to Mr. Cooper was to have Fixed Interest, no Escrow Account and no Homeowner 's Insurance.
In XX/XX/XXXX, I received a letter from Mr. Cooper saying that I owed my homeowners insurance. On XX/XX/XXXX, I called customer service and explained the situation. The customer service operator read my loan paperwork and agreed that I pay my own insurance.
On XX/XX/XXXX, I received a letter from Mr. Cooper saying that there was a twenty-eight-cent shortage on my escrow account and starting XX/XX/XXXX my New Mortgage Payment would increase by ten-cents.
On XX/XX/XXXX, I called customer service and explained the situation. The customer service operator read my loan paperwork and agreed that I pay my own property taxes however they couldnt help me over the phone? I was asked to email the Escrow Specialist at XXXX On XX/XX/XXXX, I emailed the above link, I explained the situation and asked to have the new projected escrow removed ( it's been over 30 days and I haven't heard back from them ).
I recognize that a ten-cent difference on my mortgage is pennies on the dollar. Non the less, Mr. Cooper Mortgage Lender is breaking the terms of my loan regardless of the amount. I don't owe that mortgage company a penny more that what the terms of my loan are. If this mortgage company can break the terms on the loan of person who Does Not have an escrow account, it make me wonder how much more they are charging customer who Do Have an escrow account?
In XXXX, California Attorney General XXXX XXXX reached a settlement against Nationstar Mortgage, which does business as Mr. Cooper because the mortgage servicer engaged in unlawful practices. Loan modifications was among the unlawful practices. This settlement was supposed to send a strong message that excessive fee or the harmful practices were not going to be tolerated. Im not sure that Mr. Cooper Mortgage Lender has changed their ways.
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11/28/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Trying to communicate with the company to fix an issue while managing or servicing your loan
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Web |
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On XX/XX/2023 I requested documents, insurance documents, RightPath Servicing relied on to make the claim that the proof of insurance I provided, an HOA master policy, was insufficient coverage for the property. RightPath Servicing provided 43 pages of response letters, Note, Mortgage and other communications but not one insurance document they would have relied on to compare the master policy coverage to the HO6 coverage. In their response letter dated XX/XX/2023 it states : " You will need to call the condominium organization and the provider of the master policy to inquire about their classification for personal property, as we do not have enough information to comment on the matter ''. I have done as required, provided proof of insurance coverage to the servicer. The servicer is required to contact the insurance provider if they need clarification on " classification for personal property '' if the lender has any questions regarding such classification. The servicer, RightPath Servicing, has been provided the contact information for the insurance provider and must satisfy the reasonable basis for assessing a premium charge or fee related to forced placed insurance before implementing such a charge. The servicer has assessed a premium charge before satisfying a reasonable basis. If the servicer is unclear of the language in the master policy then the reasonable basis for assessing for forced placed insurance has not been met.The servicer also claims that forced placed insurance was previously in place but has not provided the requested documents to show proof of their claim. If there was forced placed insurance previously in place, that would mean my monthly charge for this insurance would have been included in my monthly mortgage payment but RightPath Servicing had increased my mortgage payment by {$1000.00} per month for forced placed insurance. The requested documents, proof of an existing forced placed insurance policy, is necessary to determine if the servicer was charging for a fee that was already being assessed. This complaint can not be satisfied by claiming its similar to previously answered complaints, this complaint is for failure to comply to a previously filed request for documents.
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04/05/2023 |
Yes |
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- Struggling to pay mortgage
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Web |
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I am a consumer and I believe that I have been a victim of a signature fraud on a loan modification that I recently just found out about. This loan modification agreement was supposed to have been filled out by 2 borrowers in the year of XXXX. And this is where I believe that my signature was taken from a sign document that I have signed in the past. And the signature was added on a false statement to make it look legal with stamps and dates on it including a notary stamp and signature.I the consumer did not signed this loan modification that Mr.cooper claims. I have many questions, it has been said to qualify for a loan modification a borrower would have to be behind in payments. And all of my mortgage payments were current. And how can they add a second borrower to the modification loan when there was only one borrower from the beginning of the FHA loan that started in XXXX of XXXX. As a consumer I continue to see that Mr. Cooper is saying that the loan started in XXXX. That information is false and incorrect. I don't know why Mr.cooper is reporting false information about my loan. Again if I took out a FHA loan in XXXX of XXXX with country wide home loans {$62000.00}. And then XXXX XXXXXXXX XXXX ended up with the loan and I sign a 15 year term. Now Nationstar Mortgage LLC/Mr.cooper debt collector. Is now the company that I send payments to and they want to say that I now have a 30 year mortgage term. When I asked for a copy of my original contract agreement.I was told that Mr.cooper destroy documents after so many years for the protection of the consumer to prevent fraud. I also asked Mr.cooper. for an amortization schedule and Mr.cooper sent me a schedule starting XX/XX/XXXX. This document has no header or anything showing that this came from Mr.cooper. So this is why, I also feel that this mortgage company took my information and falsified documents to try and make me take a 30 year mortgage term to keep getting money. This loan has been paid double already. And I ask why would I start a loan for another 30 years when I already was told in writing that the loan would be paid in full on XX/XX/XXXX. I wish that these companies would stop stealing from the lower income people life is hard enough.
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08/27/2019 |
Yes |
- Money transfer, virtual currency, or money service
- Refund anticipation check
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Web |
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Dear Consumer Financial Protection Bureau Had sold my house in XX/XX/2018, than few months later I received a check from my Mortgage company, ( Pacific Union Financial ) Balance of over payment of Taxes, Than I was out of the country on XXXX work and the check was placed in a drawer and 1 year was gone on this check, so my local bank said I need to just get the check re issued, so I tried contacting Pacific Union to get my Check ( money ) reissued to me, but I find out the Pacific union was bought out from MR COOPER, so I called them and they told Me no problem Mr. XXXX XXXX the check will be re issued, so 2 months go buy and still no check .. and today I called back the newly owned Company MR COOPER and they inform me that the money wont be re Issued because of a bankruptcy I had many years ago? and I said the house never was part of my bankruptcy and had nothing to do with this already issued check, and so I called my Attorney and was informed to Contact this agency. XXXX XXXX XXXX out of XXXX Wisconsin, I was informed even if it was anything to do with a bankruptcy it would get returned to the trustee.
this Check ( XXXX dollors ) is My money Not Mr. Cooper, This is A check that already is a issued check from Pacific Union Financial Bank, closing statement on my personal residence house. the check is just now over 1 year old I was gone on XXXX work and went unnoticed. I asking for the Bank MR Cooper who purchased Pacific Union to RE - Issue this check, if not issued in a timely manor to pay me my added expense 's for my time and inconveniences to the law ..
Thank You XXXX XXXX XXXX XXXX XXXX XXXX XXXX WI XXXX XXXX XXXX Make Check Payable to XXXX XXXX XXXX {$120.00} dollors -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - Pacific Union Financial original loan holder now is MR COOPER XXXX XXXX XXXX XXXX, TX XXXX - XXXX Mr. cooper XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, TX. XXXX Mr. cooper complaint address att. customer relations XXXX XXXX XXXX XXXX tx. XXXX Mr. Cooper phone - XXXX If you need any more information you can please e-mail my personal e mail - XXXX Thank you XXXX XXXX XXXX
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07/12/2019 |
Yes |
- Mortgage
- Other type of mortgage
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- Trouble during payment process
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Web |
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I am attempting loan modification on property located at XXXX XXXX XXXX XXXX, MA XXXX. First issue is : 1 ) mortgager service is attempting to collect a debt while in bankruptcy and while in review for loan modification ( dual tracking ) -- Second Issue 2 ) But more significantly, their attempts to collect arrears are based on a monthly mortgage payment which does not compute to the terms of the loan origination. The note and mortgage originated in XX/XX/XXXX at 7.375 % over 30 years. Presently the terms being enforced are 5.25 % with the entire balance due.. No prior modifications on this loan have been received. I have attempted to fix this problem with them before but to no avail. They servicing of this mortgage and their subsequent transfers have resulted in them either losing the original terms of mortgage or the investor has tried to take advantage of the mortgagor/debtor by tweaking the terms of payment in order to foreclose. Historically i paid on this mortgage in accelerated fashion between XX/XX/XXXX andXX/XX/XXXX on the order of {$110000.00} -- none of these payments were properly applied. I was only 2 months behind when i filed in XX/XX/XXXX. My payment then was about {$1700.00} a month PITI. Now my payment is {$2500.00}. I called them and they explained that my loan matured in XX/XX/XXXXand that they could not explain the math. I explained that my accelerated payments to them while in active Chapter XXXX should be applied retroactively on the same terms of origination and amortization as that provided in XX/XX/XXXX when i took the loan out. They seemed confused. I sent Mr. Cooper ( formerly Nationstar then formerly XXXX XXXX then formerly Aurora loan Services ) Proof of the voluntary dismissal of my bankruptcy. They agreed that the terms now being enforced are erroneous but have made no efforts to fix it. I will send a copy of the letter ( formal dispute ) i recently sent Mr. Cooper Loan # XXXX including disbursements and orders of the trustee in bk under my original case XXXX. Mortgagor has provided a complete loan modification packet to Mr. Cooper and is in underwriting but without CFPB involvement concern is that Mr. Cooper will miscalculate debt owed resulting in more troubles.
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08/09/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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|
Web |
Older American |
Hi, I a XXXX who is not computer literate.
I refinanced my home with XXXX XXXX last XX/XX/2022. A few months ago I received a letter saying My Mortgage has been sold to a Mr. Cooper LLC. The switchover was on XX/XX/2022. Before refinancing with XXXX XXXX, I was with XXXX XXXX for 20 years.
Both XXXX and XXXX XXXX include your Loan Payoff on the Bill, along with when your next payment is due ( if you prepay in advance ).
This New Lender, National Mortgage, Mr. Cooper LLC, puts No Information about Your Loan On The Paper Statement.
So, You do Not know where You Stand With The Loan, mortgage. Ive spoken with several of Mr. Coopers Mortgage Staff, and they tell me to go on line?
1st, I have No Way To Get Online. A friend is helping me write this complaint.
I would like National Mortgage, Mr. Cooper LLC to put the Mortgage payoff and when the next payment is due on their bills?
I cant use the Mr. Cooper App, because I have No Way Of Doing So. I dont use email because its clogged with advertisements. So many, that I had to stop using email.
Can You Please Ask National Mortgage, Mr. Cooper LLC to add the Mortgage Payoff and when the next payment is due like real mortgage companies ( such as XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ).
By not doing so, many XXXX like me could get into trouble By Not Having This Information.
One Last thing, XXXX XXXX gave me the Mr. Coopers New Mortgage Number. So, I set this number up with my XXXX XXXX XXXX Account for Payment. When I finally got the Mr. Coopers New Loan Paperwork, Mr. Cooper added a XXXX in front of the loan number that was given to me by XXXX XXXX as the New Mortgage.
Ive already made a payment to the mortgage number without the leading XXXX.
Is this a problem? Is Mr. Cooper doing this so they can say they never got the payment.
How can a Company change the Loan Number on You? Is this to to make XXXX XXXX make late payments on a loan paid on time?
How come Mr. Cooper didnt give XXXX XXXX the correct New Loan Number?
Now, I have to go to XXXX XXXX XXXX and have them change the loan number because Mr. Cooper added a XXXX ahead of the loan number. Making it different than the number given to me by XXXX XXXX?
Thanks in advance, XXXX XXXX
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07/30/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Mr. Cooper, XXXX XXXX XXXX, XXXX XXXX XXXX, CA XXXX - Mortgage Account - XXXX Dear CFPB, Our Mortgage is with Mr. Cooper Inc. and we have never defaulted on any payments since the account was transferred to them. Recently, our credit took a big hit because Mr. Cooper falsely claimed that we have not paid our XXXX invoice and reported it to Credit Reporting Agencies nationwide.
For the record this is a blatant lie. Payment for the XXXX mortgage invoice in question was made on XX/XX/XXXX for {$600.00} through XXXX XXXX XXXX Account ( XXXX XXXX ) and on XX/XX/XXXX for {$1200.00} through XXXX XXXX Account ( XXXX XXXX ). Please see attached documents for verification. As you can see subsequent invoice from Mr. Cooper never reflected payments made on XX/XX/XXXX and XXXX. This is fraudulent! Under normal circumstances, paying invoices before the due date should be beneficial and not detrimental. Instead, this grave discrepancy and egregious error caused by Mr. Cooper resulted in unwarranted blemishes on our credit scores and on our payment history. This is unfair and it needs to be rectified immediately. This was the same practices done by our previous mortgage company XXXX. We are fed up with fraudulent practices by these rouge companies.
Based on the above information and the attached supporting documents you can clearly see that our XXXX invoice was paid and it was even paid ahead of the due date. We pay most of our bills ahead of the due date and not once have we had any problems with other companies. Rather we get credit for early payment. This is the only company that punishes you for paying your bill ahead of the due date. Giving this information our XXXX invoice was fully paid on time and therefore we do not owe any late fees as well.
We hope that filing an official complaint with your establishment will help bring some kind of resolution to these vexing fraudulent practices by Mr. Cooper and the harm they have caused to unsuspecting consumers like us thereby tarnishing our credit. I believe they should be forced to retract the negative report sent to the credit reporting agencies nationwide with an official apology letter.
I wait to hear from you shortly. Thank you for your time.
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04/27/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I lost my job due to the pandemic and entered forbearance with my Mortgage company Mr. Cooper ( backed by XXXX XXXX ) around XX/XX/2020. I'm concerned my mortgage company is creating loop holes to deny people on the 2 3-month forbearance extensions the White House Administration has instilled to protect people like me.
I've been denied based on a technicality I feel they lured me into. In XXXX, I kept getting notifications from my mortgage company ( Mr. Cooper ) urging me to select a plan for when the forbearance ends. The only options presented were 1. Pay everything I owe in one lump sum ( can't ), 2. Sell the house or risk losing it, or 3. Request a modification. I chose the modification.
Once the forbearance extension option was brought to my attention, I was told I can't apply for forbearance because I applied for modification. I cancelled the request for modification and applied for Forbearance. I'm being told the investor is saying no to my forbearance extension request because I'm pushing past delinquency of 12-months.
*Important to note I applied for the modification BEFORE my forbearance expired. I recall actively reaching out to Mr. Cooper 2-weeks before my forbearance ended. The modification process was ongoing, I never received any approval notifications. Now that I've requested a forbearance extension, I'm told I'm being denied bc I'm " pushing past delinquency. '' Managers at Mr. Cooper are saying I'd be hitting a 15 month limit, meanwhile it is a maximum of 18-months allowed, and I'm only at month 12 or 13.
Can the investors just reject or decline my extension request? Does their reasoning make sense to anyone? I've called Mr. Cooper many times, it's difficult to get clear information. What can I do to get on track to the forbearance extension?
Before the pandemic, my mortgage was current and in good standing. It's currently almost a month past due because I was awaiting on results from the forbearance extension request. They kept telling me it's under review ( for several weeks ).
What are my options? Are they creating and taking advantage of loopholes to deny my much needed request for forbearance extension? I am currently unemployed. Please advise. Thank you!
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10/19/2020 |
Yes |
- Mortgage
- Other type of mortgage
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- Trouble during payment process
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Web |
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On XX/XX/XXXX my insurance was due for my home. I received a notice saying that the insurance was cancelled due to nonpayment. I have an escrow account with Nationstar/Mr. Cooper and learned that they mailed the payment on the actual due date/cancellation date and not when they received the renewal notice. I had to pay out of pocket to get my policy reinstated and they assured me it wouldn't happen again.
A year later XXXX, I was notified again that my insurance had been cancelled due to nonpayment. Again, the funds were not distributed from my escrow account on time by my mortgage company.
For the years XXXX, XXXX, XXXX, and XXXX, I have been paying out of pocket to make sure that my insurance is no longer cancelled. I have to wait for reimbursement from the insurance company.
I called to ask if I could have the insurance portion of my escrow removed since Nationstar/MrCooper have repeatedly failed to pay the insurance policy on time for 5 years despite the fact that I have an escrow account with them with an insurance portion.
They told me that I would have to refinance my loan to possibly get the escrow portion removed instead of actually being responsible for paying the insurance on time before it cancels. This makes XXXX sense.
I have demonstrated my ability to handle my own insurance payments ON TIME when they have not and they should be able to remove the escrow or actually figure out how to pay this on time.
The sole purpose of having an escrow account is so that the lender can make sure that taxes and insurance are being paid out on time to protect OUR investment. It seems to me that Nationstar/Mr.Cooper is trying to entrap me into being locked into one of their insurance products rather than paying for the one that I have had before my loan being purchased by them from another lender.
Beware of Mr.Cooper/Nationstar mortgage. There are hundreds of bad reviews that can be XXXX about this company, including their XXXX page. My only piece of advice is to make sure you check your statements monthly and stay on top of how your payments and insurance/taxes are being applied and or disbursed or you can get behind or be riddled with policy cancellations, late fees or more.
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03/09/2019 |
Yes |
- Mortgage
- Reverse mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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In XX/XX/XXXX my now ex-husband and I obtained a reverse mortgage on our house at XXXX XXXX XXXX XXXX, XXXX, FL XXXX through XXXX XXXX XXXX. This mortgage was sold to XXXX XXXX XXXX, division of XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, XXXX TX XXXX phone XXXX in late XXXX. I left this house in XXXX and have no contact with my ex since XXXX, and have not seen any of the documentation sent to that address concerning this transfer. Our divorce agreement allows him to remain in the house until it is sold and he is being very uncooperative with this process. We contracted with XXXX XXXX of XXXX XXXX XXXX XXXX in the XXXX XXXX Florida office phone XXXX and finally signed a contract after agreeing to a listing price of {$350000.00}, knowing full well that the house in the condition it is in would not sell for anything near that price but it was a starting point to see what comments from viewers were along with any offers that were received. There were no offers, comments were very negative.
We finally received a cash offer of {$220000.00} from a party needing to get money from a property exchange invested. XXXX XXXX hired XXXX XXXX XXXX, XXXX XXXX XXXX owner, XXXX XXXX XXXX XXXX, XXXX FL. XXXX phone XXXX to do the appraisal and his appraisal, with lots of errors, was given to XXXX XXXX of XXXX XXXX at {$350000.00}. I sent Ms XXXX an e-mail letter requesting copies of all documents sent to the XXXX XXXX XXXX address on XX/XX/XXXX, I spoke to her on XX/XX/XXXX, she said that the e-mail address I was given was incorrect and that she never got the letter and that the dispute of the appraisal had been reviewed and the short sale was denied. I had to fax ( not e-mail ) the letter to her which I did through Mr. XXXX. Even though the reverse mortgage includes insurance for any shortage, they will not approve the short sale, want the house sold for {$350000.00} which will not happen. Mr. XXXX is filing a complaint against the appraiser as well. The amount of documents is large ( the appraisal documents & pictures alone are 46 pages ), and I don't yet have and have no ability to get from my ex, other documents that may be needed. Please let me know what you may need and I will do my best to obtain them.
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11/28/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Trying to communicate with the company to fix an issue while managing or servicing your loan
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Web |
Older American |
Mr. Cooper assumed responsibility for my fixed mortgage beginning XX/XX/XXXX. The first statement matched my previous monthly payments of {$3900.00}. The following month the statement increased {$4400.00}. In reviewing the statement it was primarily due to an increase in escrow from {$1500.00} to {$2000.00}. Knowing my taxes and insurance hadn't increased significantly it didn't appear correct so I called Mr. Cooper on XX/XX/XXXX and was able to confirm with the customer service rep I spoke with ( XXXX ) that their records reflected the following : -annual taxes were listed as {$17000.00} -annual homeowners cost was {$2700.00} -there was a shortfall in escrow of {$270.00} -there had not been an escrow analysis run by Mr. Cooper since taking over my mortgage -they claimed they did not change escrow charges without an analysis.
Getting that information took 56 minutes, every question was responded to with a pause of over several minutes until I would ask if they were still on the phone.
I review the above numbers with XXXX and asked her to confirm that if an escrow analysis was done would the logic be to add the above numbers and divide by XXXX to reach the new escrow charge. She confirmed yes, we went thru the math ( total = {$20.00}, XXXX divided by XXXX = {$1600.00} ) and XXXX agreed. When asked what could be done XXXX responded " nothing ''. I asked if there was someone else that would be able to do something or at least explain and was transferred to XXXX who claimed she couldn't access my records, and suggested I call back later in the week.
Feeling a little unsettled that my mortgage company didn't seem to have access to my records I submitted a " qualified written request '' as they suggest on the monthly statement explaining my concerns as well as all the details listed above.
I called back on XX/XX/XXXX and spoke with XXXX. I recapped the earlier conversation with details and she said all she could do was " initiate an investigation ''.
I received a response to my " qualified written response '' stating they would get back to me by XX/XX/XXXX.
My overall impression is disorganization or incompetence- not feelings one likes to have towards the keepers of ones mortgage.
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06/13/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Mortgage was moved from XXXX XXXX to Mr Cooper on XXXX XX/XX/2023 Mr Cooper onboarding said that the auto pay would transfer and that I would be able to see this on their web portal from XXXX XX/XX/2023.
XXXX XXXX were unsure if the autopay would automatically transfer, so I checked with Mr Cooper by telephone and they could not confirm.
On XXXX XXXX I went to the web portal and it showed that no autopay was set up and that my XXXX payment was late, so I set up a one time payment for the next day and set up autopay from XXXX XXXX onwards.
I checked again on XXXX XXXX and found that Mr Cooper had processed XXXX payments on that day and changed the auto pay to be from XXXX XXXX and added a further one time payment scheduled for XXXX XXXX.
I called Mr Cooper and spent over an hour speaking to XXXX in Escalations who was able to cancel the second payment but was unable to cancel the scheduled one time payment or update the autopay- she told me it would all be resolved within 24 hours.
I checked at 24 hours, 48 hours, 72 hours and 96 hours and the problem was not yet resolved.
I called Mr Cooper again on XXXX XXXX and was told that nothing could be done and that I needed to wait until the following day.
I called Mr Cooper again on XXXX XXXX as the problem still exists. I spoke with XXXX in escalations who said they were having IT issues and had no idea when or if the problem will be fixed. So I asked to speak to a manger and she refused to connect me and said that it was policy that I had to wait for a call back which could not be guaranteed but should be within 48 hours.
At this point, I have no idea what payments have been requested, or taken, or scheduled and I have no idea whether I am up-to-date with payments or if I will go into default in XXXX or what I need to do to stop that happening. I never had a single issue with XXXX XXXX but Mr Cooper, whilst promising an increase in service, =have been terrible and continue to be so.
Surely there must be some way I can stop my mortgage being purchased by this inefficient and disreputable organization? Or at the very least some way to ensure they meet minimum standards of fiduciary responsibility?
Please can you help?
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05/11/2017 |
Yes |
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- Struggling to pay mortgage
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Web |
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XXXX XXXX XXXX XXXX XXXX s agent, XXXX XXXX XXXX XXXX , and Nationstar egregious and unconscionable conduct has been reminiscent of the XXXX scandal. XXXX XXXX XXXX XXXX 's agents have chosen to cover up their wrongs and self-correct opposed to letting the judicial system work. XXXX XXXX XXXX and XXXX scheduled a foreclosure sale on my property after accelerating the note ; XXXX was conveyed a Trustee 's Deed ; XXXX was awarded Judgment of Possession ; I 've adversely possessed the property after the execution of the Trustee 's Deed ; I filed suit to reverse the invalid sale and stop post-foreclosure eviction which is currently pending, XXXX secretly sought to rescind the sale without authority and during the pendency of the lawsuit ; XXXX XXXX XXXX secretly sought to reinstate the loan during the pendency of the lawsuit after the foreclosure sale and transferred the secretly reinstated loan to Nationstar to collect. I have filed ov er 70 complaints with the CFPB, the governmental agency that oversees these servicers. My complaint history starting in 2014 documents the Bank 's agents reprehensible conduct. Notwithstanding, there h as only been subsequent acts of deceitfulness, trickery, and fraud after each complaint filed. Understandably the CFPB ca n't advocate on my behalf, but this is good source for documenting the fraud and ensuring the government has an audit trail o f the consipracy. I will be filing grievances with the XXXX XXXX XXXX XXXX XXXX XXXX against XXXX XXXX , XXXX XXXX , XXXX XXXX XXXX , XXXX XXXX , and XXXX XXXX XXXX . These attorneys have lied to the Courts, filed Court motions and pleadings with lies embedded ; have concealed information from the Courts such as the alleged Rescission, and has filed affidavits to support the conspiracy. These Officers of th e Court has violated the Texas ethics rules governing attorneys ' behavior. Attorneys should advocate for their clients, but lying is unethical. The transcripts and docket entries from the County, State, and Federal Courts, CF PB records, and other agency 's records will substantiate my claims.
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05/20/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Older American |
XX/XX/XXXX I contacted XXXX XXXX XXXX Mortgage Professional at Mr. Cooper mortgage company about a refinance of current mortgage. After figuring my current income and debt and checking my credit he said I was eligible for a refinance loan. He even told me that he would be able to up gross up my social security income if needed. He told me how much my new loan would be and the interest rate for it. He encouraged me to have an appraisal of my property so that I may be able to eliminate or lower my mortgage insurance payment. That same day I e signed documents, sent income statements and agreed to a credit report.
XX/XX/XXXX he updated my disclosure information and said they were " ready to move forward ''. He said that I would be contacted by the appraisal company to pay {$460.00} and set up an appointment.
At no time did he lead me to believe that I would not be approved and that I wouldn't need the appraisal.
He never told me he had XXXX ( XXXX XXXX XXXX ) findings to approve the loan.
XX/XX/XXXX I received the form to apply for and pay for the appraisal.
XX/XX/XXXX XXXX XXXX, loan officer contacted me that she would be completing filling out the forms for the application.
XX/XX/XXXX & XXXX, XXXX I completed all requests to explain credit reports issues such as why I had inquiries due to my looking for a car loan. All other issues were answered. She had the appraisal information. She never led me to believe that I didn't have enough income or debts that would eliminate me from being able to get the new loan. She said that my loan had been " conditionally approved '' XX/XX/XXXX I received a discloser document that I had been turned down for the refinance loan due to insufficient income to debt and requests to the credit bureau It also said I had " excessive obligations ''. I was devastated by this decision. I only have the mortgage, HOA, small car loan and two credit cards.
I have contacted XXXX XXXX and XXXX XXXX by email and have gotten no response. I am a XXXX year old widow of a XXXX veteran and feel that they took advantage of me by not telling me from the beginning that I would not qualify for the loan and got {$460.00} from me for an appraisal that I did not need.
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05/26/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My loan was transferred to Mr. Cooper from XXXX on XX/XX/2021. The loan is in good standing and came over in good standing but with an incorrect monthly payment amount which has caused misapplied payments, an incorrect escrow balance and an incorrect loan balance.
I have spoken to six ( 6 ) different Representatives and your Escalation Department but the errors and mistakes continue to exist. This has been going for over 45 plus days since the loan was transferred to Mr. Cooper. Ive contacted Mr. Cooper by phone, I spoke with a XXXX on XX/XX/XXXX, I spoke to a XXXX on XX/XX/XXXX, I spoke to a XXXX and XXXX on XX/XX/XXXX, I spoke with XXXX XXXX on XX/XX/XXXX and XXXX XXXX on XX/XX/XXXX and continue to email XXXX XXXX XXXX for updates. All this has resulted in nothing, no action taken to correct my balances by Mr. Cooper.
By their own admission, loan activity review and verification by each Representative the balances are incorrect. My monthly loan payments are made on time but are misapplied each month to the principal, interest and escrow. And still Mr. Cooper has taken no action to rectify these errors and mistakes since the loan transferred on XX/XX/XXXX.
I sent a letter to correct the errors and mistakes on my loan. They only corrected the amount for XXXX on XX/XX/XXXX but not the misapplied principal, interest or escrow balances for XXXX and XX/XX/2021. I was told if there were any misapplied payments they were done.
Here are the details for the adjustments and corrections.
Prior to Mr. Cooper taking over loan servicing, payments were made to XXXX for the projected escrow shortage. These payments were made prior to XX/XX/2021 in the amount of {$140.00} reapplied on XX/XX/2021 from date of payment on XX/XX/2021, {$140.00} on XX/XX/2021, {$1000.00} on XXXX and {$670.00} on XX/XX/2021. The total amount paid for the escrow shortage was {$1900.00} and all this was not applied to the escrow appropriately.
The XXXX payment was made to XXXX on XX/XX/2021 in the amount of {$2300.00}, the extra {$140.00} should have been applied to principal. The XXXX payment was made to Mr. Cooper on XX/XX/2021 in the amount of XXXX, the extra {$140.00} should have been applied to principal.
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01/22/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Incorrect information on your report
- Public record information inaccurate
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Web |
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To Whom It May Concern, The purpose of this letter is to give explanation of a credit reporting error in regards to our loan with Mr. Cooper for XXXX XXXX XXXX, XXXX, CA XXXX.
First and foremost, we have never paid a late mortgage for any of the 20+ properties we own and manage. I have included the past 18 months of payment history ( attached ), printed directly from our banks website, for XXXX XXXX XXXX/Mr. Cooper. Payments were always made before the XXXX th of each month, or else they would be considered late by Mr. Cooper.
Our credit has been negatively affected and our refinance put in limbo due to an incorrect assessment by Mr .
Cooper. We have been given two 30-Day Late charges for this loan with Mr. Cooper as a result of this error.
Despite having our own insurance policy for XXXX XXXX XXXX ( see attached letter from our insurance broker and declaration page ), Mr. Cooper decided to place hazard insurance without notice or authorization.
The lender placed insurance created a shortage in our impound account, leading to an increased impound amount, again without our knowledge or notification. Please see attached escrow statements. Furthermore, the contact phone number associated with this mortgage account was not our, further displaying Mr. Coopers disorganization and unprofessionalism.
Our payment history shows our payments made in full and in a timely fashion. The discrepancy has come about because of the impound adjustment and an underpayment made because of this adjustment. Mr. Cooper has done a poor job managing this loan ( loan was refinanced XX/XX/2020 with XXXX XXXX ). There have been refunds for escrow overpayments, assessment for escrow shortages, and virtually no communication at all in regards to this mortgage ( insurance info, notices, etc. ) It is bewildering that we received two 30-Day late credit hits on two {$200.00} impound increases because of Mr .
Coopers disorganization. We are already in the process of disputing these negative credit reports with all three credit agencies and with Mr. Cooper.
These oversights by Mr. Cooper show that they poorly managed our mortgage account and we believe that we should not be penalized for this.
XXXX XXXX
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05/31/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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We fell behind on our mortgage in XX/XX/2018. Our boiler broke, our dog got cancer and then they also raised our payment significantly over escrow shortage. So we missed a payment. They put us on a four month repayment program which was way too aggressive. I spoke to them in XXXX and they encouraged me to apply for a modification. Rep told me youre entitled to three and you have XXXX coming. He looked at our finances and said I dont know why they even tried this plan with you. So, we figured wed apply right after XXXX. We were still one month behind. I forgot that I had automated a payment for XX/XX/XXXX which somehow the bank cleared and it put us $ XXXX in arrears. Then the bounced check fees that piled in after - over {$800.00}. Then they mailed us a trial mod without even applying for XX/XX/XXXX. I called and said we cant do this. They said well get back to you and then they sold to mr. cooper. Mr. cooper couldnt give me any info until mid XXXX at which point they said the trial mod was still on the system. Wait until it clears out XX/XX/XXXX. XX/XX/XXXX they told me it still hadnt cleared out, but the problem was we werent paying anything. To make a payment by XX/XX/XXXX and then they would get approval to extend the modification. Well we did that and come XX/XX/XXXX it clears out of the system and I call the first week in XXXX and they say the modification is rejected for missed payment. Then they tell me they can resubmit for a modification, no promises. I still dont need to submit any paperwork! Well I logged in everyday and today I see modification is denied. I call and they have to transfer me to underwriting because they cant even understand the reason. Get a snippy underwriter on the phone who tells me the reason is they can not lower my interest or payment anymore. I tell her that that is not what we needed. We just needed to get caught up and she tells me thats not what a modification is for? I said well then why did they have me apply and what kind of help is this and she says theres nothing else mr cooper can do. Still have never submitted any documents! Every time I call and speak to someone they tell me something different or that someone will call me back.
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03/09/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Nationstar Mortgage LLC d/b/a Mr. Cooper ( henceforth, XXXX Mr. Cooper '' ) forces you to be their good graces and does not allow payment prior to the due date when setting up an auto payment for your mortgage.
Their website does not allow for payment prior to the due date, and their auto-payment policy says " The date that you choose must be within your grace period or your request to set up AutoPay will be denied. '' I do not want to be in their " grace period '', I want to be able to pay my bills before the due date as I would be concerned about the paper trail created. What if there is a dispute at some point between a payee and Mr. Cooper and they could say something that the payee " never once paid before the due date ''.
This semantic thing going on with due dates, grace periods, and " The date that you choose must be within your grace period '' seems like an effort by Mr. Cooper to have leverage over there clients.
What is the reason for preventing payment before the due date? Why would any company prevent payment before the due date? Money now is worth more than money later. Can anyone contrive a reason for this policy that is not an attempt to have one over on the consumer?
Attached is Mr. Cooper 's auto-payment agreement, and a bi-weekly ACH application.
I also have two letters they sent to me in response to my questions ( Letter 1 and Letter 2 ) that I will quote from, but am not including the attachments for anonymity 's sake.
Notably : - Letter 1 mistakenly says that you can setup " any date '' for automatic payments. This is wrong.
- Letter 2 suggests a work around to bypass some of the controls on the website that involves paying using a one-time payment before the month it is due and the immediately setting up a auto-payment that would pay a month before the due date. This work around fails on two fronts. 1. It is against the auto-payment policy. 2. It forces you to pay the XXXX through the XXXX of the month before the due date and not the XXXX through the end of the month.
- The Biweekly ACH payment once again has the same issues. You can pay the early, but only if you agree to be making half the payment in the first half of the preceding month.
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09/02/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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A Mortgage held with Mr. Cooper includes escrow for property taxes and homeowner 's insurance. A check for {$3000.00} was sent on XX/XX/XXXX by Mr. Cooper via their tax service, XXXX, to XXXX XXXX XXXX to pay taxes. I followed up to make sure the payment was received. XXXX XXXX XXXX informed me on XX/XX/XXXX that they did not receive this payment. I called Mr. Cooper XX/XX/XXXX @ XXXXXXXX XXXX and spoke to XXXX Emp. ID # XXXX ( number given to me upon request ) who informed me that she would check with the escrow dept. and I should call back in24 hours for an update. I called Mr. Coopper back XX/XX/XXXX @ XXXX XXXX and spoke to XXXX Emp. ID # XXXX ( number given to me upon request ). XXXX informed me that Mr. Cooper has requested a copy of the cleared check from XXXX and I should call back in 3 business days. I called back XX/XX/XXXX @ XXXX XXXX and spoke to XXXX XXXX, who when asked for an employee ID #, told me that she didn't have one. She told me that the request would take 7-10 days. I explained that was unacceptable and asked to speak to someone that could escalate this request. After a lengthy hold and 3 attempts to get me off the line, I was finally greeted by XXXX XXXX in the Escalation Dept. XXXX told me she would escalate this request and would have an answer for me in 2 days at the maximum. She left me her direct # of ( XXXX XXXX XXXX. Two days later I received a message on my voice mail from XXXX in the escalation dept. she stated that XXXX XXXX did receive a payment for the taxes and that the issue was resolved. I then returned her call and told her the payment that was received by XXXX XXXX XXXX was the payment the title company sent, not the check Mr. Cooper sent, and asked her to continue the investigation and we would still need proof of payment. I called back and left messages every day for 3 days with no reply from XXXX. On XX/XX/XXXX I left her a message that if I didn't receive a reply then I would be filing a complaint with the CFPB. I still have yet to hear from XXXX.
The reason this is so urgent is that the consumer is waiting on these funds to be applied so that we can refund the funds held in escrow to pay the taxes. The amount is {$3000.00}.
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02/15/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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On XXXX XX/XX/XXXX, Mr. Cooper Mortgage mailed a letter along with a check to my address with an incorrect legal name in the amount of {$4900.00}. Mr. Cooper Mortgage is not the originator of the loan, and over the past several years the previous mortgage company always paid the property tax bill directly to the XXXXXXXX XXXX XXXXXXXX XXXX. I faxed over the letter, the incorrect check which I marked VOID on it, and the XXXX XXXX Wisconsin Real Estate Property Tax Bill For XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX directly to Mr. Cooper Mortgage to ( XXXX ) XXXX on XXXX XX/XX/XXXX @ XXXX CST. A confirmation letter was received. In XX/XX/XXXX, I called to verify if Mr. Cooper Mortgage received the fax with the XXXX XXXX Wisconsin Real Estate Property Tax Bill For XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX stating payment due on XXXX XX/XX/XXXX. Mr. Cooper Mortgage company stated yes. I asked if the tax department paid the real estate property tax bill for XXXX directly to the XXXXXXXX XXXX XXXXXXXX XXXX since it was approximately two ( 2 ) weeks before the bill was coming due on XXXX XX/XX/XXXX. Mr. Cooper Mortgage stated no. The real estate tax bill for XXXX to the XXXXXXXX XXXX XXXXXXXX XXXX in the amount of {$4800.00} was finally paid LATE on XXXX XX/XX/XXXX. In addition, Mr. Cooper Mortgage states that I have a shortage in the escrow account in a letter dated XXXX XX/XX/XXXX in the approximate amount of {$5000.00}. The statement clearly shows a payment in XX/XX/XXXX in the amount of {$4900.00} in which the check was marked VOID on it sent via fax back on XXXX XX/XX/XXXX ; and a payment in XX/XX/XXXX in the amount of {$4800.00} for the real estate property tax bill for XXXX XXXX XXXX XXXXXXXX XXXX. So, now Mr. Cooper Mortgage is showing that payment for the real estate property tax bill for XXXX has been DOUBLE paid to the XXXX XXXX XXXX XXXXXXXX, not showing any credit for the VOIDED check in the amount of {$4900.00} which was faxed to them on XXXX XX/XX/XXXX. The 'new ' monthly mortgage payment is now approximately over {$400.00} in addition to the regular payment for the so-called {$5000.00} shortage in escrow which is utter falsehood and continued incompetence on their part.
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11/17/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I have made every payment on time for 30 years, never missed a payment!!!
Every year the servicer reviews escrow. Any shortage I pay in full. When the current servicer, Mr Cooper, took over the mortgage servicing I did the exact same thing when they offered me the opportunity to pay in full or over time in XX/XX/2019. I paid {$1700.00} for an escrow shortfall along with my regular payment. This is where they started the problem. For some unknown reason they misapplied the funds and started billing me for the difference, holding up funds, charging fees and penalties. I continued to make my monthly payments according to the monthly statements sent to me. The following year was another escrow accounting and my monthly payment lowered. As I had for 29 years and according to their statement, I started my new payment on XX/XX/XXXX.
Since XX/XX/2019 Mr Cooper has played by their own rules of applying funds and penalties on a regular basis. I have communicated with them in writing almost every month asking for corrections as I neared payoff of this loan, 30 years this year. On XX/XX/2019 I spoke with XXXX ext. # XXXX who stated it was their mistake and they would correct it. On XX/XX/2019 a written notice was sent priority mail again asking for correction. ( receipt available ). On XX/XX/2019 I spoke with a XXXX XXXX XXXX who said again they would straighten the account out. In the mean time nothing changed ( and still nothing has changed ). Mr Cooper continued to misapply funds in an unapplied funds account there by counting payments late even though every payment has been made at the amount stipulated on the new statement account at the beginning of each year. I continued to make the payments and the loan should be paid off in full.
AND, are you ready for this, my last payment due on this loan was returned in stead of paying off the loan. The check that was sent to me from Mr Cooper labeled my XXXX payment as a payoff shortfall and refunded it to me in full. Now they are trying to foreclose because they returned the last payment.
I do not have the ability to scan or upload documents. BUT every item in this complaint has a matching document to support what I have written.
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06/21/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
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Web |
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Re : NATIONSTARMORTGAGE/Mr. Cooper XXXX XXXX To whom it may concern : I am submitting this complaint to address the following issue : The above mentioned company submitted Incorrect Information to credit reporting agencies and failed to correct it.
1. Account Name : NATIONSTAR MORTGAGE/MrCooper XXXX : XXXX, XXXX XXXX days late.
2. Account Name : NATIONSTAR MORTGAGE/MrCooper XXXX : XXXX, XXXX XXXX days late.
The information is inaccurate.
Payments were posted in the timely fashion to the account on XX/XX/XXXX and XX/XX/XXXX as per NATIONSTAR MORTGAGE/MrCooper records.
Under the FCRA : It is the responsibility of the mortgage services to furnish only accurate information to the Credit Reporting Agencies.
It is the responsibility of the mortgage services to correct inaccurate information submitted to the Credit Reporting Agencies.
It is the responsibility of the mortgage servicer to conduct proper investigation of the dispute.
The information provided to the Credit Reporting Agencies should be substantiated by the records when it is furnished.
Under the FCRA, both the credit reporting company and the information provider are responsible for correcting inaccurate information.
It was a horrible shock for me to discover that my credit rating is damaged after having an excellent credit reputation for many years.
I am experiencing considerable embarrassment having to explain to my business associates my situation with the credit rating.
I am also forced to spend a considerable amount of time disputing inaccurate information and protecting my good name and reputation.
I am ready to address the above matter to the Court of Law and file Defamation of Character charges against NATIONSTAR MORTGAGE/MrCooper if necessary.
Section 1681o authorizes a consumer to recover actual damages sustained from the consumer reporting agency 's negligent violation of a requirement under FCRA.
Actual damages include humiliation or mental distress, even if the consumer has suffered no out-of-pocket losses.
( United States Court of Appeals, Fifth Circuit, Case No. 91-7142, John STEVENSON vs. TRW, April 1, 1993. ) Feel free to contact me via XXXX.
Sincerely, XXXX.
XX/XX/XXXX.
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05/01/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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This problem started after my father the home owner passed away and the estate was in probate court.My father 's estate was to be handled by court appointed administrator, XXXX XXXX.He was and still is negligent in handling this estate but even though I have tried to bring my critical concerns to the court, they never saw anything wrong with XXXX XXXX actions.When the family home was in foreclosure, he did nothing and he never gave us the heirs any opportunity to do anything.The mortgage company would not communicate with the heirs, since they said we had no standing.We were never given an opportunity to save our family home.Ever attempt by the heirs was handled byu XXXX XXXX in bad faith.They decided they were going to sell the home and make a profit and we we never given an fair and honest opportunity to buy the home.Even before the foreclosure, now that I have been looking at the mortgage contract there was a discrimation by the lender to take advantage of a elderly and sick man by making him sign a contract that will extended pass his death.This was predatory lending, the out come was known when the contract was signed.THere were also problems with the income stated and my father 's XXXX compacity is also questionable since he suffered XXXX XXXX prior to his signing.The mortgage company took the home, even though it infringed on the mortgage contract when it send in Safeguard properties without notification and when it was in the home, my families valuables were stolen.The heirs did file a civil case but it was dismissed because XXXX refused to enter the lawsuit.I have fought this by myself and XXXX XXXX with its vast wealth has done everything it could to shut me down.It never acted in good faith with negotiations and it refused my bid on an auction website even though it met their price.Time and time again XXXX XXXX made sure my family never had a fair and honest chance to get our home back.Now its on the market for XXXX that's almost 3 times what the mortgage amount was.XXXX XXXX is guilty of predatory lending and age discrimation and acting in bad faith.I also asked numerous time for a copy of the original appraisal but was never given one.I want the appraisal.
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02/25/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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On XX/XX/XXXX, I called my lender, Mr. Cooper to inquire about refinancing with cash out because I need to pay my huge student loan and for home improvement. I was told that I have a suspense account of {$94000.00}. I asked, how come and what is that?. They said it's from a loan modification with my previous lender, XXXX XXXX XXXX. I told them, there was no loan modification done with XXXX. So I asked them to email me a copy of that loan modification with my signature. The representative, XXXX told me that there was nothing in their file that she can find with my signature. So she emailed me a loan modification without a signature. I told them that is illegal because I did not authorize XXXX or any lender to do a loan modification for me. I called XXXX myself and spoke with XXXX from XXXX XXXX XXXX. She confirmed that there was no loan modification done. She also said that my account was sold to Nationstar in XX/XX/XXXX, which is now called, Mr. Cooper. I called Mr. Cooper again and asked to speak with a manager. Following day, the manager, XXXX XXXX called me which I told her the same thing. We had the same discussion and I told her that if they can't provide loan modification docs with my signature, then they have to get rid of it. I made it clear with her that I need this issue cleared soonest possible because I need to apply for cash out refinancing to pay my debts while the rate is still low. Then I found the letter from XXXX in my file proving that there was no loan modification ever done. So I emailed it to XXXX. Today, she called me again without a solution and telling me again that they are searching for loan modification docs. I said to her that they won't find anything since there was no loan modification ever done and I already emailed her the letter from XXXX proving that there was no loan modification ever done. She confirmed that she have received it and that she showed it to her supervisors. XXXX said she'll get back with me again. I told her I want to hear from her before the end of this week with a resolution. I really think they are just giving me the run around. Please help me. I really need to pay my student loans as soon as possible. Thank you.
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02/16/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
Older American |
I am writing for two reasons. I was not informed or included in a legal settlement with CPFB and Nationstar Mortgage, dba Mr. Cooper. I believe that I should have been included in the damages paid for Mr. Cooper 's fraudulent practices because I have been complaining for years about their fraud in my mortgage account. Secondly, I am including documentation that shows Nationstar fabricated my credit report by reporting late payments when I paid on time. The discrepancy in my payment and the mortgage amount is because of Mr. Cooper manipulating my escrow account and changing my mortgage payment frequently without adequate notice starting XX/XX/XXXX and continued unit XXXX. I have never been 30, 60, or 90 days late for any mortgage payment. Nationstar has a routine practice of changing escrow with less than 30 days notice then holding timely payments in a separate suspense account and not giving credit for the payments made on time. The amount of the differences were less than {$100.00}. Nationstar routinely made adjustments then penalized mortgagees and damaged my credit for no reason other than manipulation of my account. The statements that I am providing were created more recently and were never provided to me at the time of the alleged late payments. The statements show payments being received by Nationstar when they were reporting my payments late but in fact where deposited into a suspense account. This should have been part of the litigation settlement which I should have been a part of. I did request a forbearance which I received because I temporarily lost my job during the Great Recession. The problem I have is that Nationstar has refused to remove the negative credit report because of their malfeasance in manipulation of escrow. Regular and frequent escrow calculations are not the norm in any other mortgage servicer and XXXX did so out of fraud. I have attempted to get clarification from Nationstar but they have never provided a full accounting for why the escrow frequently changed from month to month from XX/XX/XXXX until XX/XX/XXXX. In addition, Nationstar has frequently reported payments made on time as late which has damaged my credit score for years.
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05/04/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I received a letter dated XX/XX/XXXX from XXXX XXXX informing me that my loan would be transferred to Nationstar Mortgage LLC b/b/a Mr Cooper. The effective date of the transfer was XXXX and the letter specifically stated : If your monthly payment is automatically deducted from your checking/savings account, this service will continue without interruption.
We had previously utilized this service with XXXX XXXX, scheduling our payments for the first of each month and assumed it would continue.
On XX/XX/XXXX we noted the payment had not been withdrawn from our checking account and on May 4th we called Mr. Cooper and was informed of the following : 1 ) The would not honor the prior auto pay set up 2 ) We could not use their website as the loan had not transferred and would take up to 7 days 3 ) Although their IVR messages indicate that a automatic payment may be set up there is no menu option to do so and when speaking to an agent they can not set up a auto draft Further when speaking to an agent I was advised I could send a check and although incurring no late fees - the agent could not speak to the interest accrual for the days the payment was outstanding.
These actions are at best poorly thought out and at worst deceptive : 1 ) Accrual of incremental interest while offering no meaningful option to make an immediate/next day payment 2 ) Failing to honor auto payments as disclosed in the transfer letter 3 ) Scheduling a service transfer to occur when the normal payment schedule occurs on a weekend date - I would advise the CFPB work with its policy making partners to ensure electronic payments are processed and honored for a period of not less than 5 business days post transfer date.
The actions by Mr. Cooper have contributed to the worst mortgage transfer I have ever experienced - I have had these happen more than 5 times with never an issue this is the first instance where the actions of the receiving service provide appear to intentionally mislead consumers to their own benefit through the accrual of incremental daily interest.
It is laughable in XXXX to suggest consumers send a check or a data transfer and boarding should take seven days to complete.
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03/25/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Historically, my mortgage payments are typically set up to post mid month around the XXXX. Mortgage amount of {$2200.00} and additional principal of {$2000.00} is paid timely ( by the XXXX ) every month. Due to a vacation and time zone issue, XXXX payment posted and reflected on the XXXX of that month. The account that is paid from receives exact funds for transfer to the mortgage company. Because of a late charge and consequential reversal of that late charge, that account ran negative for a very brief moment and my typical mortgage and additional principal ended up showing in the account as insufficient by the amount of the late fee that had not payed back into the account. Also, MR.COOPER does not allow a principal payment without paying late fee first. That insufficient transaction was never known by me and MR. COOPER never notified me and instead let the overdue amount run for over 30 days without notifying me of any issue. I was able to resolve the late payment issue with them however they reported to the credit agencies as a late payment over 30 days. I attempted to resolve this by requesting a retraction to the credit agencies with MR.COOPER but they refuse claiming it was in line and no error was made on their part. MR.COOPER never emailed, phone, left voice mail, or text that there was a missed payment, but instead let the account run overdue. I found the discrepancy the following month during the following payment. I have had to solicit results of their " investigation '' as they never sent me a mailing or posted in their account portal. During the course of my time with MR.COOPER, they have made at minimum 3 communication errors to which they sent followup mail apologizing, and have double charged customers accounts doing system upgrades, ending up in an apology. They have since transferred my account to a mortgage collecting agency, XXXX, who appears to have their own servicing problems. Please have MR.COOPER SEND A CREDIT RETRACTION TO THE CREDIT AGENCIES DUE TO THEY DID NOT ALERT ME ON ANY MISPAYMENT ISSUES. Please request credible evidence that they made an attempt to alert me. To this day they have provided me nothing upon my numerous requests.
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10/03/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I contacted Mr. Cooper on XX/XX/XXXX about removing PMI from my mortgage loan. They told me that this was absolutely possible and they opened up an application to do so. I was told that an appraiser would contact me within 2-3 weeks and then there would b a few weeks processing time after that.
An appraiser never so I called Mr. Cooper back in mid XX/XX/2022 and they said they were backed up and an appraiser would call soon. I called back in XXXX and I was told that our PMI order was cancelled due to not being able to get ahold of us. I asked the phone number that was called and they admitted the agent at Mr. Cooper who took my original request inverted two digits of my phone number and it was their fault. I asked why someone didn't double check my account or call my husband or email us before cancelling and there was no answer or explanation given.
Mr. Cooper then re-opened the PMI removal and I was told I was high priority and would receive a call from an appraiser within 1 week and they would speed the process up due to their error. A week and a half later I received a letter in my Mr. Cooper account that our PMI removal request was cancelled again ( a second time! ) and to call them. When I called they said they could not get ahold of me so it was cancelled. Again, they could not tell me when I was called or what phone number they called. My husband XXXX and I checked our call logs and no one tried to call us. I spoke to several managers and PMI dept staff at Mr. Cooper and there was no explanation they could give on why my PMI removal request was cancelled a second time.
They then re-opened my PMI removal request for a third time in what was almost XXXX ( I originally called in XXXX ). For the first time in this entire process, yesterday ( XXXX ) I received an email with my appraiser 's information. I finally have an appraisal scheduled. My appraiser said that this was the first time he was ever given my information so he was not the one who said he could not get ahold of me. Mr. Cooper really dropped the ball on this one and it should certainly not take two and a half months from a PMI removal request to receive information to schedule an appraisal.
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03/29/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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I called for a forebearance in XX/XX/XXXX due to hurricane Ida. Our area was heavily impacted and a lot of repairs we had to do ourselves immediately coming back to home. I was told I could have a 6 month forebearance starting XX/XX/XXXX and then it could be extended after 6 months for a total of 12 months. This loan was a balloon payment loan and this was discussed during the call. However, I was reassured I would have 12 months total to get finances on track. On XX/XX/XXXX I called mr cooper because I knew I only had 1 additional month in first f months of the forebearance and wanted to get a head start on getting my extension in place while I had the time because I work long hours. At this time the lady I spoke with reassured me again that I could extend the forebearance for an additional 6 months but that I was calling too early to call back on XX/XX/XXXX and at that time I could extend from XXXX - XXXX. XX/XX/XXXX I called mortgage company to extend my forebearance and was told I could not do it bc the loan had matured. When the forebearance started in XX/XX/XXXX the loan had matured that month and no one ever advised me of this. Had I known this I would have made other arrangements to pay and not wasted time thinking I at least had another 6 months to get my affairs in order. So I asked for a modification and was told the lenders did not do modifications that I could do a short sale. I was unable to XXXX bc they incorrectly flagged my credit report to XXXX that I was 120days late on my mortgage in XX/XX/XXXX. Which is not true. I also disputed this with XXXX. My first mortgage is current this is my second mortgage. My complaint is not only did 1 representative advise me with incorrect information but 2 did. This is not my fault I did my part by remaining in touch with the mortgage company only to be told incorrect information. Now they are threatening to foreclose on my property for XXXX balloon payment with no other options due XX/XX/XXXX. Mr cooper is the most unorganized predatory, unorganized, undertrained lender who lie to consumers then take their property. Oh and they dont put anything in writing when I asked for something in writing. Please advise
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07/09/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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Mr.Cooper holds the 2nd small loan on my house, the 1st loan is in good standing with no issues. Mr.Cooper has been very underhanded and deceitful in their Practice.
First of all, I was never notified in advance via mail to the physical address nor online that the balloon payment date was approaching.
When I started this, I was told that it was mailed to the old address on file that was supposed to have been updated many many years ago.
The account was in good standing until the XX/XX/XXXX payment when I login to make the payment that is when I was notified that the balloon payment of {$18000.00} was due.
immediately I called to find out what are the options and being past from one department to another, all the while time is passing, submitting documents, waiting for returned calls and answers only to be told we can't do that, but try this.
Finally told to submit loan modification, having submitted everything on XX/XX/20 I was told weeks later that more documentation was needed and an affidavit, so now it's XX/XX/20. Again the account is aging further past due.
After calling a couple of times a week and login in daily checking on the status of the modification, each time being told that it was in the underwriting stage, ( I have screenshots of this. ) I received a letter from the attorney 's office of XXXX XXXX XXXX dated XX/XX/XXXX that my home had been placed with them for foreclosed, I called Mr.Cooper concerning this and again was told that they had NOT placed the home into foreclosure and to please send them a copy of the letter so they could research what is taken place. Again they assured me that the modification was still in the underwriting stage.
Only to be told 16 business days later ( when I called XX/XX/XXXX ) 56 business days later that the loan investor doesn't accept modifications.
After they have wasted my precious time and the account is showing severely past due I can't refinance with anyone because of federal regulations that the account isn't current.
Mr. Cooper being unwilling to work with me on this Balloon payment, even to refinance.
After being a customer for fifteen years they seem determine to take my home over {$18000.00}.
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12/07/2022 |
Yes |
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Web |
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I XXXX XXXX has been notified that Right Path Servicing ( RPS ) is a servicer who has purchase my note. I have never done business with Right Path Servicing nor contracted with them. Therefore, I insisted that they shall provide me with admissible proof that I owe the alleged debt in order to settle this matter. They have refused to provide me with the liability that created the debt in the form of the true original contract signed with both parties wet-ink signature, receipt of the bank loan check, an sworn affidavit of claim by the injured party or competent witness, or book keeping entries or accounting showing that RPS and the XXXX suffered a loss.
RPS has provided me with photocopies of the mortgage note without the promissory note which gives me reason to believe the mortgage was resold and bifurcated. I demand that RPS provides me with the endorse note as it is an important component of the original contract and I was told by the company that the note was being retained. I have also request the name of the individual who is the duly authorized representative for the company, who has carried out due diligence under the Anti-Money Laundering and Countering Financing Act and the actions he/she has taken in relation to this account. RPS has disregarded and failed to provide the aforementioned documents to validate their claims. I then begin to receive threatening letters to foreclose on my real property in efforts to continue to securitize, extort and deceive me as a federally protected consumer.
RPS has not provided proof of claim to have the legal right and lawful authority to attempt to enforce collection of the alleged liability.
The failure to provide proof of claim by Right Path Servicing has created permanent and irrevocable Estoppel by Acquiescence, forevermore barring Right Path Serving or other brand names from bringing any and all claims, legal actions, orders, demands, lawsuits, costs, fees, levies, penalties, damages, interests, liens and expenses whatsoever, against XXXX XXXX XXXX. As the authorized representative for XXXX XXXX XXXX, I have reason to believe the alleged debt did not exist in the first place or has already been paid in full.
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08/30/2022 |
Yes |
- Mortgage
- Other type of mortgage
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- Trouble during payment process
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Web |
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I purchased two properties in XXXX in the Virginia area. My loan was sold to the Mr. Cooper Mortgage Company. The transaction was uneventful and I did not miss any payments. In XXXX, I received a notice from the Mr. Cooper Mortgage informing me that I did not have insurance on the properties and that they would be placing forced insurance on the properties. My insurance company, the XXXX XXXX XXXX XXXX, provided proof of insurance for the second time and I attempted to make my regularly scheduled payment. The auto- pay system on the Mr. Cooper site would not accept the regular payment and forced me to make a double payment under protest. Their system erroneously said that I was behind in my payments. Despite the double payments being made, they monies were not applied. Several months later, the overpayment was refunded to me. However, the false information still reflects that the payments were unapplied. It is worth noting that despite these errors in XXXX, I did not miss a payment.
In XXXX, I received a notice from Mr. Cooper informing me that my insurance had expired in XX/XX/XXXX and that they were placing forced insurance on the properties. I provided proof of current insurance and made a payment via the online services. The next month, I received a second call from the mortgage company indicating that I did not have proof of insurance. I again notified my insurance company, XXXX XXXX XXXX, and was informed that the Mr. Cooper Insurance Company had been provided proof of my coverage in XX/XX/XXXX. My insurance company again, provided proof of my insurance for a third time. I attempted to make a payment and was alarmed to see that Mr. Cooper now claimed that I owed over {$30000.00} in mortgage payments. Despite the fact that I provided proof for a fourth time and never missed my regularly scheduled payments, i am still receiving harassing phone calls from Mr. Cooper claiming that my payments are in arrears. I accessed their electronic system on XX/XX/XXXX and this incorrect information is still reflected.
My supporting documents have identifiable information such as my loan number and name. I will gladly submit this information to you upon your request.
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10/25/2023 |
Yes |
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- Struggling to pay mortgage
- Foreclosure
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Web |
Servicemember |
I was in a forbearance due to XXXX ( from my job & my dad XXXX with it ). Before the forbearance ended, I was terminated, and my job denied my unemployment. I was finally able to go to a temp company, but I filed XXXX XXXX for my debts. I applied for a modification on my mortgage, but couldnt afford the payments they offered. Plus, they were increasing my interest rate and starting the loan over to a new 30 yr mortgage! I called and asked why was this like a balloon payment or predatory lending because I have been in my home since XXXX. XXXX?? I never got a clear or valid answer.
I applied for mortgage assistance through Mortgage Assistance of Alabama and they said they could only pay a maximum of {$50000.00}. When we reviewed my papers, Mr Cooper had charged me so many unknown and/or unapproved fees ( which included THEIR attorney fees, and several property inspections, etc. that I did not request or have ANY knowledge of )! How I am responsible for paying my bankruptcy attorney, the bankruptcy trustee, PLUS XXXX XXXX attorney? Especially, when my primary reason for filing bankruptcy was because Mr Cooper forced me to file, due to the bogus modification with a new 30 yr mortgage they tried to offer me??!
I was terminated again in XXXX. I have applied for unemployment again, but it is still pending. I immediately called Mr Cooper to tell them. They offered NO HELP. I contacted FHA and was emailed several options, and advised to contact my mortgage company again for assistance! XX/XX/XXXX I was contacted to see if my income/situation had changed. I told the lady I keep getting new letters with a new contact person and if call or send an email, the person is no longer employed or in that dept. They said Since I do not have any income, there is nothing they can offer me. The next day they sent my loan to begin the foreclosure proceedings. The amount on their attorney XXXX XXXX XXXX papers state {$220000.00}? My statement shows {$170000.00}? I have contacted Legal Aid for help. I do not have any income & no where for me & my family to go. I do not expect to be in this situation within the next XXXX months, but I need help & time to get my finances together.
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04/06/2023 |
Yes |
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- Trouble during payment process
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Web |
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I entered the CARES act mortgage forbearance due to a covid-related hiatus in my job. I only entered this agreement, via the loan servicer XXXX XXXX, regarding a Nationstar Mortgage, because XXXX assured me that there would be no modifications to the terms of my loan ; they assured me that the missing payments would be added to the end of the loan ( as was widely reported and understood ), without any adjustments to interest rate, repayment period, or total amount paid back to the loan. This was an " interest-free forbearance. '' However, Nationstar changed servicers to Mr Cooper ( for some reason ), and when I tried to exit the CARES act in XXXX and XXXX, I was forced through awkward options on an app, assured that the paperwork was in the mail, and then when I received it ( having no idea what the app was trying to force me into ), I noticed that Nationstar was trying to refinance my mortgage to a much higher interest rate. I never requested this ( knowingly ) and this is certainly not what Nationstar 's servicer had promised me when entering into the CARES act. Had I known I was going to be pressured into something like this, I never would have entered the program in the first place. Now I am being threatened to either enter this program ( which will cost me {$90000.00} over the life of the loan ) or to pay the lump sum immediately. Otherwise my credit and that of my elderly mother cosigner will be negatively effected, without notice. I don't understand why Nationstar is not adhering to the program that they assured me I was entering into, but now I am between a rock and a hard place, having my family threatened, with no viable solution forward ; least of all the solution that I agreed to. I would also be willing to enter some sort of payment program, but they insist there are no such options and I don't have much flexibility after the hiatus in work. Now I have been making good faith payments for three months, beyond the minimum, but Mr. Cooper says they will not accept any further payments unless I repay the lump sum forbearance amount in full. Is CFPB just sitting by, allowing millions of people to be robbed by this program that was meant to help us?
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03/22/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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On XX/XX/XXXX, I received correspondence from Mr. Cooper which indicated that I did not meet the terms of my Trial Period Plan for the Loan Modification Program. I am concerned with this notice because I did in fact make the required payments both in XXXX and again in XXXX.
In XXXX, I requested participation in the Loan Modification Program. My application was accepted and resulted in the requirement of making payments under the Trial Plan Period. I made a total of three payments during that period : XXXX. XX/XX/XXXX XXXX. XX/XX/XXXX, and XXXX. XX/XX/XXXX.
After the payments were made, I waited patiently for Mr. Coopers final determination. Approximately 6 months later, I was told that the payments were never made. Therefore, in XXXX, I appealed this decision. My appeal resulted in my reenrollment in the Loan Modification Program. Again, adhering to the requirements, I made a total of five payments : XXXX. XXXX XXXX payment XXXX. XXXX XXXX payment XXXX. XXXX XXXX payment XXXX. XX/XX/XXXX, and XXXX. XX/XX/XXXX The additional payments were made as Mr. Cooper stated they did not receive two of the previous payments. Rather than dispute the issue, I conceded and made additional payments in an effort to move the process forward.
Since the payments, I have made on-going calls to check the status of the loan modification application, in addition to determining if there were any other payments or actions required by me. I was told by multiple representatives that my application is being reviewed and I should receive correspondence soon. They further stated that payments were not required and can not be accepted by me due to the status of my account.
Now, almost two years later from the payments I have made, I find myself facing the same circumstances as before. I am not sure how this continues to occur considering payments have been made in accordance to the terms of the modification program. In an effort to support my claims, I have attached bank statements which document all payments made to Mr. Cooper during XXXX and XXXX.
If possible, I would appreciate a call from a representative as there are several matters that are not clear about this situation.
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12/01/2023 |
Yes |
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- Trouble during payment process
- Trying to communicate with the company to fix an issue while managing or servicing your loan
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Web |
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Made a payment on Mortgage in XXXX. Mr. Cooper took out four times the amount we authorized causing our bank account to go into the negative. After several phone calls, they admitted to the mistake and decided to refund all the money instead of just what was not approved. Made a new payment after we got the money back. Confirmed the payment went through. Mr. Cooper calls me a few days later and wants to make sure all is good. I asked them are we up to date on payments and they said yes. A week goes by, they email us saying we are overdue on payments. My wife calls and they tell her that we owe them money. Even with a confirmation from their website the refuse to acknowledge we have made our payments and to send over bank statements that prove we paid them. I have sent them over but I am very displeased how they are handling my money. That little mistake caused me to have no money in my bank account for almost a week. Not to mention they show no remorse in their wrong doing or even want to try to solve the problem in a timely manner. The next day talked to them at lunch. Showed them proof that we paid through bank statements and even have statements from them showing payments are up to date. They refuse to acknowledge this. Claimed the bank had locked them out from receiving money from my bank account. Put them on a conference call with the bank. Bank tells them multiple times there is no lock and the payments went through and Mr. Cooper still will not cooperate. They claim they never got my email with the evidence and wanted me to send it again saying it could take up to 30 days to figure it out. This is unacceptable and I refuse to allow them to tarnish my good credit and standing because they want to drag their feet. I won't even be able to pay my XXXX balance if they continue because they will try to apply it to the so called missed payment. This is nothing short of theft. I am very upset that a company like this is allowed to operate and take money and turn around and say no you didn't pay us. Mr. Cooper is an embarrassment to professional businesses and they need to be held accountable for their dishonest, incompetent, and downright greasy behavior.
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05/06/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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We sold the rental property at the end of XX/XX/XXXX. We then went out of town for XXXX and I forgot that I had an auto bill payment coming out of my bank account to pay the mortgage on XXXX, XXXX. {$1800.00} was sent to Mr. Cooper. Once I realized what had happened I assumed they would send the funds back, understanding that this might take a bit. However by XX/XX/XXXX the funds had not been returned so I called them to find out why. I spoke with XXXX in customer service who explained that since we had another loan with them, on our primary residence, they had automatically applied the funds there. I explained that 1st they should not have automatically done that prior to asking our permission since loan numbers were always provided and 2nd this was commingling funds since one is a rental and the other our primary. She asked me to send her a copy of a voided check to get routing number and account number to return the funds to us. She stated that I would likely see something within the week. She called my husband a couple days later and stated that the funds might be less since they had applied it to the other loan and they would need to take out interest.
When nothing happened by XX/XX/XXXX I reached back out. This time I spoke with XXXX in customer service who forwarded me to escalations. I was connected with XXXX XXXX in the escalations department who stated she would handle it and again asked me to forward a voided check which I did. She sent an email to me on XX/XX/XXXX stating, : Good afternoon, I apologize for the delay, I did submit the request for the refund again, today.
It should be in your bank account in XXXX days.
Please email me around the XXXX if it is not.
I apologize again for the delay.
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, TX XXXX I followed up with her via email on XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX, all well after the 10 days she promised the XXXX would be returned.
I then reached out again to Mr. Cooper on XX/XX/XXXX and asked again for escalations.
I got XXXX XXXX who again stated she would be my single point of contact. I called her back on the XXXX of XXXX, XXXX and have had not response.
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10/15/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
My mortgage account with Mr. Cooper collected County Taxes 2 times in XXXX instead of 1 time. On XX/XX/XXXX, Mr. Cooper sent {$3.00}, XXXX to XXXX XXXX County. On XX/XX/XXXX, Mr. Cooper sent {$3.00}, XXXX to XXXX XXXX XXXX. In XX/XX/XXXX, a check from XXXX XXXX County in the amount of {$3.00}, XXXX was payed to Mr. Cooper for over paying the taxes in XXXX because they paid it twice. Mr. Cooper did not return the taxes or the Escrow account. It is XX/XX/XXXX and my escrow account still isn't adjusted/ money has not been returned to my account. This caused my mortgage to go from {$1700.00} to {$1900.00}. A difference of {$190.00} every month since XX/XX/XXXX. That is twelve months of over paying the mortgage payment since it is XX/XX/XXXX. Tax form 1098 from 2020 showed I payed property taxes in the amount of {$6.00}, XXXX. I have called the customer service number five times and spoke to the customer service and chatted online with Mr. Cooper and nothing has been done. My daughter called and spoke to a supervisor, XXXX XXXX in the Executive Resolutions Team on XX/XX/XXXX. Ms. XXXX tried to say it was an payment for XXXX. I had the account open and it showed I paid the taxes in XXXX. She walked that back. She found that XXXX XXXX County sent the check back for double payment in XX/XX/XXXX. She said she would escalate the situation to XXXX who handles the taxes for Mr. Cooper. She sent an email to confirm that on XX/XX/XXXX after speaking to my daughter and myself. She said it would be resolved in 9 days. Left a message on my home answering machine on XX/XX/XXXX stating it was being processed. On XX/XX/XXXX I got an email from Ms. XXXX stating she was still waiting for XXXX to get to her. I wrote her back in frustration but stayed respectful. I have heard nothing. My daughter left a message for Ms. XXXX on XX/XX/XXXX letting Mr. Cooper know that we were making a complaint. For over a year, we have tried to get this resolved. We need help. My wife has XXXX. I am busy from morning to night. We have a lot of medical bills to pay. This situation is unconscionable and illegal. I am unable to refinance at a much lower interest rate until this issue is resolved.
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07/20/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Older American, Servicemember |
XXXX XXXX Dear XXXX, XXXX : Single Point of Contact at XXXX XXXX XXXX XXXX # XXXX I am writing to address NO contact received by me from you on 3 separate occasions.
XXXX. On XX/XX/XXXX from XXXX who requested via email, a call back from you to me.
XXXX. On XX/XX/XXXX from XXXX in XXXX who requested a call back request via email from you to me XXXX. And lastly from XXXX in TX on XX/XX/XXXX who emailed a specific request via email for a call back from you to me at XXXX XXXX on XX/XX/XXXX.
After speaking with XXXX, I was taken off the fore bearance, made payment towards my mortgage and a flex modification was put into action. We also discussed the NO CONTACT between Right Path and XXXX XXXX XXXX XXXX FUND # XXXX. She stated no such communication was in your files and said she emailed XXXX at that time? She assured me you would call me back, going so far as saying XXXX XXXX is very good about calling back.
I then spoke with XXXX and he informed me that the flex modification was not approved, he offered me a full -on application for a modification. As I was told this was my only option. I again requested a call back as XXXX XXXX you are the Single point of contact for my loan. I requested to speak with you as that is what I was told from XXXX.
Lastly, I spoke with XXXX I was told my number was blocked because of the bankruptcy being filed. I received no communication that this was the procedure. I did receive an informational statement on XX/XX/XXXX on what I owe, no other information. She updated my account information, telephone, email and physical address and assured me I would receive a call back from XXXX XXXX!
I am asking if this is a common practice at Right Path to make no attempt to speak with a person who is obviously struggling, and making them think they will lose their house, when an attempt was made to show good faith as well as trying to move forward with a plan to retain the property.
I am appalled by the lack of communication and the perceived deceptive practice of this servicing company under Mr. Coopers umbrella.
Please know that Im in contact with the Attorney Generals office and have filed a complaint with CFPB.
XXXX XXXX
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02/15/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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I closed my mortgage with Nationstar Mortgage ( Mr. Cooper ) on or about XX/XX/XXXX. I was to receive a disbursement of my escrow account in the amount of {$3700.00}. Per XXXX ( a ), they are legally required to send me this money within a timely manner.
After receiving the check in XXXX, there was an issue with the physical check and I needed it to be re-issued. After calling on XX/XX/XXXX to ask for the re-issue, I was assured that re-issuing the check was not an issue, and that they would re-issue it. I was to expect the new check in 7-10 business days.
38 days later, On XX/XX/XXXX, I still had not received the re-issued check. This crosses the 30 day window allowed through XXXX ( a ). I called Mr. Cooper back asking for the status, and they informed me that they would re-send the check, as it wasn't sent the first time. I would surely receive it in 7-10 business days.
19 days later, On XX/XX/XXXX, I still had not received my check. I called to ask for a status, and they said they had no status but they could send it again, or request it to be wired directly to my bank. I chose the wire option as I didn't trust the mailing process anymore. They told me to give the wire 24-48 hours to clear.
5 days later, On XX/XX/XXXX, I still had not received the wire transfer. I called to ask for a status, and they said they had no record of the wire transfer being made. They said they could resend it, and I obliged. They told me to now wait 3-5 days.
7 days later, On XX/XX/XXXX, I still had not received the wire transfer. I called to ask for a status, and they told me the exact same thing- they had no record of a wire transfer being attempted. But that they could try again, and see what happens. At this point I was given a case number to possibly follow up with my next request, but I have no way of looking up cases through their website.
As of today, I still have not received the wire transfer.
It has been three months that I've been lenient with Nationstar dba Mr. Cooper, attempting to resolve this through them. Their incompetence and inability to return my funds to me in a timely manner has given me no other choice but to file a formal complaint.
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01/31/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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My experience with Mr. Cooper Mortgage has been nothing short of a nightmare. In XX/XX/XXXX, I lost my job of 27 years due to the impacts of Covid 19. My husbands employment also changed the same year. XX/XX/XXXX I was diagnosed with XXXX XXXX XXXXXXXX which required months of chemo treatment as well as a stem cell transplant at XXXX XXXX. Needless to say, the past two years has been a challenge for me and my family and to have the stress of not being able to prove to our mortgage company, of over 10 years, that we need assistance is disheartening.
To date, I have submitted XXXX loan modifications ( XX/XX/XXXX, XXXX, XXXX and XXXX ) to Mr. Cooper and rejected each time because documents were not submitted, such as a quitclaim deeds, death certificates, etc, when in fact the documents were on file, some of them were on file for over 10 years and never researched before my loan modifications were denied. I was one advised that they approved the modification. However, I never received a phone call or correspondence in which I feel as intentional. For over a year, I have attempted to go online to make payments while we work through this process and the payment fields are grayed which doesn't allow the payment to be made.
As of today, Mr. Cooper has pushed our account into pre-foreclosure status. The number of loan modifications I have submitted is proof that we want to resume mortgage payments and not have to continue to be stressed over this process. We feel as if Mr. Cooper is intentionally attempting to foreclose on the home that we've lived in for XXXX years, raising our children, and now our grandchild.
We should NEVER have to fight this hard to do the right thing. We have not attempted to avoid Mr. Cooper and been cooperative beyond measure. Our fear is that they will reject our loan modification..again and put our home in foreclosure.
Our ask is that you assist us in the loan modification process with Mr. Cooper in any way that you can. We would also like for Mr.Cooper to be investigated for the mishandling of our account and potentially other accounts/consumers.
Thank you for your time and attention to this matter.
XXXX XXXX, XXXX XXXX
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04/27/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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The servicing rights to my mortgage were recently purchased by Mr. Cooper. So far, I have made two automatic monthly payments of {$2700.00} each by linking my checking account to personal checking account to my Mr. Cooper mortgage account. I have only authorized Mr. Cooper to make withdrawals on a particular day for my regular monthly mortgage payment.
On Saturday, XX/XX/XXXX at XXXX XXXX, I was sent a generic email message from Mr. Cooper to inform me that their " vendor '' mistakenly processed unauthorized withdrawals from many different customer accounts. They promised it would be resolved quickly and that they would cover any overdraft fees, but this was still very concerning to me. I checked my checking account balance over the weekend and there was no withdrawal processed, so I assumed my account was not affected. However, today I checked my account and Mr. Cooper had processed FOUR SEPARATE WITHDRAWALS OF {$2700.00} EACH that were cleared by my bank yesterday XXXX Monday XXXX. While I also had transactions processed the same day to reverse all four withdrawals, I am incredibly angry that such large amounts of money were processed through my checking account without my consent and with very little information or notice from Mr. Cooper.
How is it possible that internal controls at Mr. Cooper would allow such a huge mistake affecting many of their customer accounts? How did it not raise flags that for my account ( and many others like it, according to press accounts ) that multiple withdrawals were being processed on a single day, when the norm would be one such withdrawal per month for a mortgage that is payable monthly? I am flabbergasted that this wasn't caught beforehand, given how unusual this would be for the typical mortgage account. This could have been a major problem for me and other Mr. Cooper customers ( who, like myself, probably aren't Mr. Cooper customers by choice ), particularly given cash flow issues faced by many during the pandemic. I am requesting that this be investigated and that Mr. Cooper be held accountable for this issue. I am extremely disappointed in the " explanation '' that has been given by Mr. Cooper to date.
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11/12/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I have my mortage payment withdrawn from my bank the XXXX of each month automatic payment. At the end of XXXX not sure the date I went online to change the added money I was making on the principal and changed it to my escrow account. That was the only change I authorised. On XX/XX/XXXX the mortage payment was withdrawn from my bank not on XX/XX/XXXX. I called the company and asked why was it withdrawn on XX/XX/XXXX and not XX/XX/XXXX the lady told me that if you make changes to your account it changes the withdraw day by default to the XXXX of the month. I said no I didn't ok that and wanted a credit back because I had money comming in before the XXXX to be able to make my regular payment. I was credited the amount back and said to withdraw it on XX/XX/XXXX which is my normal withdraw date. I latter found out It was not withdrawn on the XXXX not sure why. During the last week of XXXX and the 1st week of XXXX I kept getting calls from the mortage saying to give them a call about my mortage but never said why. On XX/XX/XXXX I called and was told I missed my XX/XX/XXXX payment. I said how could that be it's paid by automatic payment from my bank and if it was not withdrawn it's the mortage companies fault not mine and the guy said he didn't know what happened. I said it was paid and I would check with the bank and was told to send proof that it was paid. I checkd my bank statements and found out it was not paid so I called back on XX/XX/XXXX and said it was wrong saying it was paid and said I would make a payment over the phone. I was credited with the payment on XX/XX/XXXX. On XX/XX/XXXX I recieved a letter from the mortage company saying im past due more than 30 days and my account is in default which is NOT my fault for the missed payment and if anything I should get an apology for the mistakes and confusion the mortage company made and admit it was their mistake for not making the withdraw on XX/XX/XXXX which is the normal date and to say we don't know what happened is not a good excuse and to find out what happened. The mortage company should NOT make changes to my account without my permission which started this whole problem at the end of XXXX.
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08/02/2023 |
Yes |
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- Trouble during payment process
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Web |
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I brought a home as first time buyer, shortly thereafter my mortgage was changed to a different servicer, Mr. Cooper. My monthly mortgage payment included my PMI insurance for an amount of {$2100.00} per month. At closing I paid for my hazard insurance for the year. On XX/XX/2023 that policy was to renew with XXXX. However, XXXX quoted an increase of {$2.00}, XXXX increase. I told them I am not renewing. The escrow department for Mr. Cooper called XXXX and XXXX told them the hazard insurance is XXXX. When I tried to make a payment, I noticed my mortgage was now {$2300.00} for a monthly payment. I called Mr. Cooper who told me that was for my hazard insurance. I then conferenced called XXXX with Mr. Cooper 's escrow department. XXXX acknowledged the mistake and stated they would send the check for the difference as they could not send it to the escrow department. Mr. Cooper 's escrow department stated, once I receive the check for the difference of {$1800.00} from XXXX, to immediately deposit in my escrow account and my mortgage payment would resume the original amount of {$2100.00}. I made the XXXX payment of {$2300.00}. On XX/XX/2023, I received the check in the amount of XXXX in which I deposited into my escrow account,. I called Mr. Cooper and they claim they would do an escrow analysis to correct the erroneous increase. On XXXX the problem was not resolved. I called again and spoke to XXXX XXXX did not give me her last name ) and she stated the mortgage would not change. The escrow department advanced payments and that paid for the credits. I asked for an account history. After receiving the account I asked why am I being charged a PMI. XXXX stated that is part of the loan. As we went down the list of transactions, the amount deposited was not deducted. The PMI amount is included in the mortgage payment of XXXX. I am being charged twice for the PMI and my fixed rate mortgage should not be at {$2300.00}. I made the XXXX payment at that amount and now I need to know what do here. I calculated the discrepancy on just the hazard insurance error and it is at {$2600.00} not to mention XXXX I am being charged twice since they took on my mortgage loan.
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03/06/2020 |
Yes |
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- Trouble during payment process
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Web |
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In XXXX of XXXX my mortgage was sold by XXXX XXXX to Mr Cooper. Mr Cooper failed to renew my flood insurance policy with with XXXX XXXX that was escrowed for 2 years with XXXX XXXX. The claim was they didn't know it was escrowed. So they put a lender placed policy. The problem is that I was placed in a flood zone 3 years ago so I immediately got a policy through a FEMA plan that got me a discounted rate. So thanks to Mr. Cooper I lost that plan and have to pay almost {$200.00} more a year for my policy. When my mortgage was sold the information on the policy and what was being escrowed went with it. I am paying substantially extra for that purpose. There was {$550.00} extra in my escrow ... just sitting there. Because Mr Cooper caused my policy to lapse and paid for a higher cost policy it left my escrow in the negative, causing me more expense.
Mr Cooper then sold my mortgage in XXXX of XXXX to XXXX XXXX. When they did an escrow analysis they added an additional {$80.00} to my monthly payment. I have spent the last 5 weeks working to identify why. XXXX XXXX couldn't do anything and Mr. Cooper wouldn't contact Freedom Mortgage, XXXX XXXX wouldn't contact Mr. Cooper. No one could tell me why my XXXX XXXX flood policy lapsed. I had to track down the issue myself.
Mr. Cooper was obligated to pay for the policy since they had the declaration page ( they admitted they had it ) and the escrowed funds. They claimed they sent me 2 letters asking for proof of coverage. But they also admitted they never once attempted a phone call or email. I never received any letters. But they had the information and the funds. They were obligated to pay. I had never had to worry about it with XXXX XXXX that is why I escrowed it.
Now it has been sold and Mr. Cooper doesn't think it's their issue anymore. I have an FHA mortgage. My insurance went from {$550.00} a year to {$740.00} a year and that's with a massively reduced coverage. It would have been another {$200.00} a month with the same coverage for a total of {$400.00} extra per month. I believe this is gross negligence. Surely there is something that can be done, some way to recoup some of this added expense.
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04/11/2021 |
Yes |
- Debt collection
- Mortgage debt
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- Attempts to collect debt not owed
- Debt is not yours
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Web |
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The original borrower filed Chapter 7 in XX/XX/XXXX and bankruptcy was finalized and discharged XX/XX/XXXX. The last payment made was XX/XX/XXXX. The owner left the country and transferred property to me after I helped bring property current on XXXX XXXX dues and more than 4 years passed. The statue of limitations on time barred debt passed and she was still insolvent, and unable to pay XXXX fees. I paid over {$60000.00} to bring the property current and stop an XXXX foreclosure. However after the property was transferred to Nationstar Mortgage from XXXX XXXX, they filed a notice of default in XX/XX/XXXX and I believed I was responsible or I would lose the property. I had someone knowledgeable of Loan modifications and foreclosures help communicate on my behalf with Nationstar Mortgage. XXXX XXXX from the non-profit ACCE helped provide contact information for XXXX XXXX, VP of Litigation at Nationstar Mortgage. He was able to rescind the XX/XX/XXXX foreclosure sale. She also provided a contact XXXX XXXX at Nationstar Mortgage who helped facilitate a loan modification. I didn't know that time barred debt was not legally collectible from me or that a debt discharged in bankruptcy could not be modified. Nationstar allowed the modification to the original debtors loan even though she was living abroad. Without her financial information I was able to use my own financial information and added as a co-borrower to the loan modification. The loan never added my name when it was temporarily granted and XXXX XXXX assured it wouldn't be a problem. I thought I was responsible and I made over {$17000.00} in payments covering 9 payments. The original borrower or debtor never communicated with anyone at NationStar. In XX/XX/XXXX Nationstar foreclosed and sold the property to XXXX XXXX XXXX XXXX XXXX. I hired attorneys to represent myself and the borrower not knowing that this was illegal and I was being defrauded by the law firm as well. The original debtor never signed am agreement however she's named in the lawsuit without being present or afforded due process. I've spent over {$300000.00} in legal fees and {$200000.00} in bond payments to XXXX superior court.
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11/03/2023 |
Yes |
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- Struggling to pay mortgage
- Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
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Web |
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In XX/XX/2023 we requested and were granted a forbearance. In XXXX of XXXX we were advised that we had been granted a HUD subsidy to cover the back payments and late fees. That amount was {$14000.00} in a subordinate note.
We mailed the documents, notarized, signed and witnessed by overnight XXXX in the envelope provided by the company.
We did not hear back from them, and called a few days later. The representative advised that we had not included in the documentation our " document correction agreement '' and needed to re-send the entire packet back, have it re-notarized and re-witnessed.
We did such on XX/XX/2023.
We did not receive any confirmation of the new terms so called them in early XXXX to check the situation.
We were at that time advised that the SECOND packet ( each one being over 22 pages in length ), was also insufficient, as one of the notarized pages did not contain the year on the date portion. We were further advised that at this time, our fees had gone up to over {$19000.00}.
Each time we sent in our signed packets for modification, I kept copies ( both of the " borrowers copy '' version they provided, as well as a photocopy of the documents we sent them ).
I have reviewed these in detail, and have realized that the first packet DID contain the Document Correction Agreement, and the SECOND packet did contain the year on the date portion by our Notary Public.
We just received a new bill from them, stating that the amount we now owe is {$23000.00} or close therein.
We have been trying to contact them, however, their phones and website are saying that there has been a " cyber attack '', and we can not reach them by phone, login online, or reach a representative via their chat service.
It's very disturbing that they keep saying that they haven't received single portions of our modification agreement, and require us to resubmit the entire packet, and that the amount owed continues to go up, even though our records reflect that we DID submit the full packet, correctly notarized, signed, dated, and witnessed.
I feel that we should be in the position of owing the original {$14000.00} which we were not disputing.
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05/24/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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XX/XX/XXXX, i filed a complaint.. It was PARTIALLY resolved On XX/XX/XXXX.
my loan was on forbearance due to the pandemic. During that time frame, My loan was NOT to accrue interest during the relief period.
On XX/XX/XXXX i received my loan modification documents via fedex. There was NO estimated unpaid principal balance breakdown documents.
On XX/XX/XXXX i received via XXXX a correspondence notified that was written on XX/XX/XXXX.
This document did give the Breakdown estimate of unpaid principal balance.
Mr. Cooper has added {$10000.00} for Delinquent interest which they can not apply Under the covid 19 relief act.
In XXXX when i received my erroneous loan modification, my interest rate was locked in at XXXX. NOW due to Mr. Cooper delay on my loan modification that has taken over 18 months. my current interest is XXXX.
When my forbearance timeframe expired, Mr. Cooper made an major error on my loan modification. They had my former husband name on my modification loan. The underwriters had the right book number BUT wrong page number from the Registry of Deeds in the Town of XXXX, Ma. I refinanced in XXXX when i finalized my divorce. My former husband name was not on the mortgage and is not on the title of deed. This is all documented at the town of XXXX registry of deeds. My loan company was XXXX, it was bought out by Mr. Cooper XXXX.
The delay on my loan modification was fully due to the underwriters. From XXXX to XXXX i made numerous calls, written emails to their complaint Department along with a written faxes to lost mitigation, which i received XXXX response. IF the underwriter had corrected modified my loan by simply deleting my former husband name which should not have taken more than a week, i would not have wanted 2 years to have my loan modification RECTIFIED. Removing my former husbands name off my loan is all that needed to be done to make my loan free of errors. I faxed with a certified notary from the Town of XXXX MA, registery of Deeds my property deed and mortgage, I only received a response after i filed a complaint with the CFPB in XX/XX/XXXX The delinquency of accrued interest needs to be exorcised.
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11/19/2020 |
Yes |
- Mortgage
- Reverse mortgage
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- Trouble during payment process
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Web |
Older American |
Compliant of fraud against Champion Mortgage ; XXXX.
On the XXXX of every month I pay Champion Mortgage on my loan at the rate of {$140.00}. However, this month was especially difficult because of unforeseen medical bills. Since I had not paid Champion this month, XXXX, XXXX, I called customer service and requested they defer this months payment until next month, XXXX XXXX. I was told Champion would agree to this. Assuming this was correct, I went to XXXX and XXXX to make purchases, but my XXXX XXXX debit card was declined. When I called XXXX XXXX, they told me the {$140.00} had been posted to my checking account, which exceeded my available balance, now at negative {$95.00}, ( including overdraft fee of {$35.00} ). This action was in direct opposition to what Champion agreed to. I called Champion again to ask why they posted the payment anyway, after telling me they wouldnt. I was told it was a mistake, and that a refund of {$140.00} would be issued in two or three days. This has not been done as of XXXX.
I reached out to Champion several times, reminding them : I am XXXX years old on XXXX and have no other income except Social Security. Please refund this payment to help me avoid additional hardship.
Update addendum : XXXX As stated in the aforementioned, I was promised by Champion Mortgage they would accept deferral of my XXXX, XXXX payment of {$140.00} until XXXX, XXXX ( when I received my SS deposit to my XXXX XXXX checking account ). Reason being, I did not have enough available funds to cover the payment to Champion, as of XXXX, XXXX. This morning, XXXX, I was informed by Champion, the refund was declined. Champion told me the deferral would be effective next month, not in XXXX. This is not what Champion verbally agreed to, Besides, if this was normal policy, why was I not informed of this at the time I requested the XXXX, XXXX payment deferral. I would not request a XXXX deferral to help add available funds in XXXX. This makes no sense.
This action if not rectified would cost {$95.00} badly needed funds from available SS deposit in XXXX.
Regards, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, Fl ; XXXX
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04/27/2018 |
Yes |
- Mortgage
- Reverse mortgage
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- Trouble during payment process
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Web |
Older American |
We have a reverse mortgage that was sold to XXXX XXXX in XXXX, XXXX last year. On XX/XX/XXXX our home was severely damaged by a tree that fell during a high wind storm. We contacted XXXX and received a packet of forms which we had to complete and submit including instructions that all home repair checks from our insurance company would come made out to us and XXXX. We were instructed to sign any checks and send them to XXXX. The amount of the first insurance dispersal was {$43000.00} which represented the actual cash value from the XXXX insurance estimate. We have replacement cost on our homeowners and XXXX procedure is to reimburse the balance after the work is complete. XXXX told us they would take 5-10 business days to process the paperwork and would then send us a check for only {$40000.00}. We were told that XXXX uses regular mail to send the check unless we provided a paid overnight USPS envelop. XXXX received the forms onXX/XX/XXXX and check on XX/XX/XXXX. I called XXXX Draft Loss Customer Service on XX/XX/XXXX and was told that our paperwork had not been processed. I called again on XX/XX/XXXX and the customer representative told me he would review the paperwork at that time, which he did and told me we would receive a check in 3-5 business days as he was approving our paperwork but it takes XXXX that long to disperse the check. I called again today XX/XX/XXXX and was told that no check was dispersed because I needed to provide additional paperwork. This was the first that we were told of any additional paperwork. I explained to them that they are holding only the first insurance dispersal, that they had all of information since XX/XX/XXXX and that our General Contractor has been working 2 months with no money. I have provided the additional information today and was told again that it will take 3-5 business days plus the extra 2 days that it takes for USPS to send mail to XXXX County MD from XXXX, XXXX. XXXX should not be allowed to hold this money, should provide EFT money transferal, and owes me interest on the money they have held. It is outrageous with computers that it takes XXXX this long to process and disperse a check.
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07/30/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Servicemember |
In XXXX XXXX my mortgage company was sold to Mr. Cooper. Before it was, I had an agreement with my company that as long as I was making the payment every month, they would not penalize me for an owed amount from the past. I filed bankruptcy two years ago and wanted to keep my house. I owed {$8000.00} and they agreed to keep it to the end of the loan. When Mr. Cooper took over the loan, they put it on the front of the loan and considered me more than a year overdue. When I asked them for a modification, XX/XX/XXXX, they told me I did not need to give them any information. About a month later, they denied me say they could not adjust the interest or principle. The funny thing is they never asked me for anything, but sent me a letter saying they got the " borrower response package '' I sent them. Next I tried to refinance, but no other company will refinance me because Mr. Cooper says I am a year behind. I tried to refinance with Mr. Cooper. I called and emailed at the beginning of XXXX. I received information that someone would be contacting me soon. I never heard from anyone even though I tried again to contact someone. Last week, I received a letter from a legal company saying I owe the full overdue amount and the full mortgage amount. Basically, this appears to be a foreclosure letter. My husband called Mr. Cooper today, they told him they would have someone call me about refinancing, " again '', and that most likely they won't because now we are over {$8000.00} behind. It almost feels like all of this was planned from the beginning. Like they have wanted to take my house from the start. They are crooked and a bunch of fraudulent people. Nothing they have promoted to me has happened and nothing they promised has happened. I was told the phone number I had was my loan specialists, but it is just a main operator phone number. My so called loan specialists never answers the phone. I was also promised that they would do everything they could to help, they have done nothing but said no from the start. I am going to lose my house, have no place to live or for my grandchildren to live, and it is all because of one crooked mortgage company.
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01/31/2022 |
Yes |
- Debt collection
- Mortgage debt
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- Written notification about debt
- Didn't receive enough information to verify debt
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Web |
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Pursuant to Florida statute 695.26- " No instrument by which the title to real property or any interest therein is conveyed, assigned, encumbered or otherwise deposed of shall be recorded by the clerk of the circuit court unless : ( d ) " The name of the notary public or other officer authorized to take acknowledgments or proofs whose signature appears upon the instrument ''. Section 694.05- '' Any deed or conveyance heretofore executed and acknowledged in accordance with provisions of the act 24,1873, entitled " An Act providing for the acknowledgment of deeds and other conveyances of lands '', shall be held good and valid. Section 694.08- a conveyance can not be validated in the absence of the acknowledgment. Section 679.2031 - '' A security interest attaches to the collateral when it becomes enforceable against a debtor with respect to the collateral, however not until the following condition is meet : 1. " The debtor has authenticated a security agreement that provides a description of the collateral and, if the security interest covers timber to be cut, a description of the land concerned. '' The lack of acknowledgment on the loan modification renders the instrument invalid in this state, the statutes are straight forward. The loan modification does not reflect the legal description to the subject property. Can a mortgage be reform in Florida? it depends on the contract itself ... .if there's a simple scrivener 's error it can be reform, however not in this case. Why? Because the legal description is missing in it's entirely. The instrument must be destroyed and the mortgage must go back to its original status. Under Florida section 697.02 .... " a mortgage shall be held to be a specific lien on the property therein described, and not a conveyance of the legal title or the right of possession. Mr Cooper filed a lawsuit on behalf of the alleged owner of the note claiming a breach of contract based on the loan modification. Mr Cooper has engaged in a frivolous complaint as the loan modification is invalid and never conveyed title to anyone. You can not enforce an instrument where has no enforcement and /or invalid in this state.
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12/07/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I refinanced my home in XX/XX/XXXX. Part of my loan agreement was that if I made all my payments on time I would have {$1000.00} credited to my PRINCIPAL balance for the first 5 years of my loan. I made all my payments EVERYONE on time. I received the first credit. My loan was sold to Nationstar Mortgage in XX/XX/XXXX. Nationstar reported to the credit bureau that I was paying late which was not true they ruined my credit and I could never get that removed or fix that error to my credit. I started contacting the mortgage company which is now called Mr. Cooper in XX/XX/XXXX regarding the error in reporting and the {$1000.00} credit due toward my PRINCIPAL balance. I have been trying to get Mr Cooper to credit the additional {$4000.00} to my PRINCIPAL balance for XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX XX/XX/XXXX and the additional {$1000.00} credit due to my account if I met the terms for the first 5 credits which I never received. I have spoken with more than 200+ people at Nationstar and Mr Cooper in the last 6 YEARS. On XX/XX/XXXX I received a letter from XXXX XXXX stating they credited the credits due from XX/XX/XXXX,XX/XX/XXXX,XX/XX/XXXX and XX/XX/XXXX in XX/XX/XXXX. They also sent me a DODD Frank Form to fill out for the additional 6th credit. I returned the DODD Frank form on XX/XX/XXXX. I called XXXX XXXX at least 5 times to have the credits from XX/XX/XXXX,XX/XX/XXXX,XX/XX/XXXX and XX/XX/XXXX applied correctly as they were not credited correctly and I have and am still paying interest on the amounts. Which should have reduced my principal balance in those years. As of today XX/XX/XXXX I have not heard back from XXXX XXXX at all and I have not received the credit due from the Dodd Frank form dated XX/XX/XXXX.
Mr Cooper had no problem raising my interest rate per the modification on time not ONE day delay but they still refuse to give me the credits I deserve and are trying to make me pay interest on a balance that should have been reduced starting in XX/XX/XXXX. It is going on 7 YEARS that I have been trying to get this resolved. 7 YEARS!!!!!!!!! I am still due the final credit and an adjustment to my payments from XX/XX/XXXX.
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03/08/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account information incorrect
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Web |
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It is my mortgage and the fraud on these loan modifications! I found out my 30 year mortgage is now extended over 40 or more. Years?? I moved in XX/XX/XXXX. I am XXXX now. I can not lose my equity i always paid and battled 2 XXXX which made me eligible for loan modification. However! 3x I was increased and the servicer added extensive years and fees when I was just 30 days late or maybe in XXXX with a major water emergency which I paid XXXX in excavation outside my condo. Not even my responsibility. But since XXXX I lost XXXX net a year overpaying! Taking all my savings and to be trapped in yet another mod for crazy number of years. It stole my equity! It took my mortgage out where I will be stuck in my XXXX paying! No! These services are all doing it wrong and this is why there are so many complaints. I know the law as a XXXX XXXX XXXX. I saw it happen to my customers and it is now happening to me! I was very XXXX on XXXX XXXX past 6 years. I am finally well and addressing all these mistakes. They must correct my account. My home was only XXXX 20 years ago I put XXXX down. I refinanced only one time in XXXX to pay XXXX in credit card debts. I never took any cash out. Ask XXXX XXXX to tell you my loan balance and see what now mr cooper repeating the same mistakes that seterus who close their doors and prior XXXX They all fraud. I am living proof and it ends here!! 20 years of equity and why am I am homeowner losing???? Unacceptable tactics and must be corrected. I am not going to be able to keep up this pace and be stuck paying in my XXXX from owning my home at XXXX now XXXX! They are robbing home owners on these loan mods they are transferring names and repeating the same crooked tactics the services and banks robbing home owners. It must end. I have a claim in with XXXX XXXX I opened a case. I will take this to the news if we don't correct it. Also I want my modification of XXXX or XXXX back enough once I found out my class action only paying each home owner XXXX when I lost XXXX that was needed for my savings and the number of years when I was on time for all 20 years maybe one month late. It has to be updated and corrected!
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09/09/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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On XX/XX/21, we closed a refi with XXXX # XXXX, and the first payment was due XX/XX/21. We made the first payment on XX/XX/21 via XXXX with XXXX in the amount of {$4600.00}. On XX/XX/21, we received notice that the loan was transferred to Mr.Cooper, under loan # XXXX. I set up auto-pay to begin XX/XX/21. The XX/XX/21 payment was drafted successfully. I contacted XXXX to track the XX/XX/21 payment to Mr. Cooper and they advised that a bulk wire was transmitted via fedwire on XX/XX/21 under reference # XXXX for {$10000.00}, which included two other payments.
I have made numerous inquires via phone, email, and account messaging to no avail. A research ticket was opened on XX/XX/21 under # XXXX ; on XX/XX/21 I was notified the ticket was under review. I sent another follow up on XX/XX/21 and received another scripted reply under ticket # XXXX.
Meanwhile, the XX/XX/21 payment was debited and included an additional {$1000.00} to apply to the principal. On XX/XX/21, I received notification that the {$1000.00} applied to the principal was placed into an unapplied funds account until the balance of {$3600.00} is resolved. I spent an hour on the phone with XXXX, who provided me with all the backup showing the payment was made and transferred. Now I fully expect there will be late fees and credit bureau reporting, which should be against regulations when there's a pending ticket regarding payment. The consumer suffers through the process when the mortgage company should be held accountable.
I am hard-pressed to believe that a servicing company dealing with payments all day long can not reconcile a simple wire for three mortgage holders. The entire process of mortgage transfer should be pretty straightforward. Simply follow the law, regulations, and your own policy and procedures! As a professional in the financial crimes industry, I am suspicious of Mr.Cooper redirecting my funds to a suspense account, instead of following the transferring account payments.
( As an aside, if I were performing their XXXX audit ( my core business ), I would be reviewing that suspense account for unusual or suspicious activity. ) Thanks, XXXX XXXX XXXX
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03/22/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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To whom it may concern, We bought a townhouse in XX/XX/XXXX with a mortgage from XXXX. After closing, XXXX transferred us to Mr. Cooper ( Nationstar Mortgage ).
The issue here is that Mr. Cooper suddenly increased our monthly payment by {$300.00} in XX/XX/XXXX saying we have a shortage in our Escrow account, and we found that {$1500.00} has been charged in XX/XX/XXXX for home insurance from a different company than our existing home insurance company, XXXX. However, based on our final closing loan statement, we bought home insurance from XXXX and prepaid 15 months premium ( 12 months premium at closing, and 3 months premium to our Escrow account ). Representatives of Mr. Cooper said because they didn't get our home insurance information from XXXX, XXXX, and/or us when we were transferred to Mr. Cooper, they arbitrarily put home insurance on behalf of us without our permission ( or even notice ) to our Escrow account, which cost tripled than our existing XXXX policy. We haven't received any notice/request/question from Mr. Cooper about our home insurance.
Having troubled waiting and being ignored by the representatives of Mr. Cooper, we finally made it to have long and inefficient discussions with them, and they said they will try to cancel the redundant home insurance policy and refund the premium.
First of all, we truly regret that XXXX transferred us to a " reputable '' mortgage company like Mr. Cooper, doing this absurd thing. We've been trying to reach them for two weeks with more than 8 calls and 3 emails. 5 out of 8 calls were not received after a 30-min wait each and 2 out of 8 calls were just suddenly hung up by the representative of Mr. Cooper in a very uncourteous way.
Second of all, how could this happen earthly? Did XXXX drop our home insurance information when they transferred us to Mr. Cooper? Is this possible for financial institutions like XXXX and Mr. Cooper?
Lastly, after all these troubles, Mr. Cooper is still saying we have to check again next week to see whether the fix has been made correctly. Still, nothing has been changed in our account on their website. Also, nobody says sorry to us so far.
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05/09/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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I refinanced my home XX/XX/XXXX. The closing attorney sent the funds to XXXX XXXX who our mortgage was with. During the days of closing on our refinance with XXXX XXXX and the attorney sending the funds, XXXX sold our mortgage off to Mr Cooper. The closing attorney sent funds to XXXX who in return wired the money to Mr Cooper. The day I asked for a wire tracking number, XXXX was able to provide me one. XXXX wired the funds to Mr Cooper on XX/XX/XXXX.
XXXX forwarded me this email Payoff Statement Quote : XXXX by XX/XX/XXXX Per diem XXXX Wire Received XXXX on XXXX at XXXX Difference : XXXX / XXXX = 4 days less than the quote.
Good through XXXX minus 4 days allows for XX/XX/XXXX as a posting date.
Mr. Cooper claims the funds were short and sent the money back on XX/XX/XXXX. I haver called Mr Cooper multiple times asking for a wire tracking number. Mr Cooper told me they wired the funds to the closing attorney, I called the attorney and they confirmed they have not received them. I had someone call and ask where the funds were sent and to check if they were sent to me or XXXX. I have not received the funds and neither has XXXX. Every time I call Mr Cooper and ask for a wire tracking number no one can provide me one and tell me someone from accounting will call me back and they never do. I call weekly ( 1-2 times per week ) and ask for a wire tracking number because no one can tell me where $ XXXX was sent. Now because the loan is considered in bad standing we have received letters from an attorney saying our home will be a foreclosure sale soon. Mr Cooper claims they have wired money and can not provide a wire tracking number, nor can their employees tell me where the money was sent. They asked me if I knew where it was or told me it was sent to places and it hasn't been sent. So either they haven't sent the money like they claim they have or they have wired $ XXXX to someone and they have no clue of who they sent it to. I don't understand how in todays age of technology no one at this company can tell me where this money was sent or provide me with a tracking number and I am continuing to get threatened with a foreclosure.
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07/25/2023 |
Yes |
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- Struggling to pay mortgage
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Web |
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We would like to file a complaint against Mr. Cooper and XXXXXXXX XXXX XXXX. We have been fighting to save our home since XXXX. We are now in the process of moving out of the home we have lived in for 25 years as XXXX Mortgage is evicting us.
We are sending along email chains trying to resolve this going back to XXXX.
Both Mr. Cooper and XXXXXXXX XXXX gave uis completely different answers each time we called and spoke with represenatives on how we could keep our home. At one point, a representative for Mr. Cooper laughed at us for trying to resolve this. XXXX did make an offer for us to buy our home back for {$250000.00} after it was foreclosed on but it it pretty much impossilbe to get a mortgage with a foreclosure on your credit report. We did try but were unsucessful. Why would they offer for us to repurchase? We absolutely do believe that several things were done incorrectly.
We also received notice ( attached in the email chains ) after the sale date that XXXX XXXX had rescinded the forelosure. At that point we tried to work with XXXX to save our home. We were told by their representatives over the phone that we qualified for a loan modification. After several phone call, this never happened. It does not seem like any of the reprentatives we spoke with at both Mr. Cooper and XXXX have any idea what they are doing. We completely understand that we fell behind on our mortgage. We made several attempts to find a solution so that we could remain in our home. Then COVID happened and attempting to get any kind of help from Mr. Cooper was impossible. We could not even reach someone by phone. We offered to Mr. Cooper to bring our loan current before the sale date and were denied.
So as of today, XX/XX/XXXX we are preparing to move out of the home that we built on land given to use by my husbands parents. We have fought long and hard to come to some sort of resolution to remain in our home but it has fallen on deaf ears.
It is very sad that big companies like Mr. Cooper and XXXX are doing this to homeowers. From all our researching we are well aware that we are not the only ones this has happened to.
XXXX & XXXX XXXX
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10/26/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Private mortgage insurance (PMI)
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Web |
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During XXXX on 2023, Mr. Cooper purchased my mortgage from XXXX XXXX. I was in the process of removing PMI with XXXX, and continued the process with Mr. Cooper.
The XXXX came to my house, did an interior/exterior appraisal, and then asked what amount I needed to remove PMI. I told the XXXX a number and they smiled and said " oh that won't be an issue ''.
On XX/XX/XXXX, I received a form letter with the notice of appraisal and denial of my request to remove PMI. The appraisal was artificially low, did not include a number of upgrades that had been completed, and including comparisons that did not match the neighborhood and traits of the home in question.
After speaking with Mr. Cooper on XX/XX/XXXX, I was told to appeal to XXXX.
On XX/XX/XXXX, I sent my appeal to XXXX.
I had no response for XXXX weeks. On XX/XX/XXXX, I called Mr. Cooper. They advised that no movement had occurred on my appeal, and to wait.
On XX/XX/XXXX, I called Mr. Cooper. They advised that there was again no movement on my appeal, and to wait.
Through social media, I received contact from Mr. Cooper. They advised my appeal would be reviewed.
On XX/XX/XXXX, I received the same form denial letter I had received more than 2 months prior. I called Mr. Cooper ( whose phone tree is impossible to get a person on ) and was advised that they did not consider the mistakes or errors on the appraisal I submitted. They told me I could again appeal, that it would not likely change any outcome.
Mr. Cooper intentionally designs their phone tree to discourage individuals from reaching a human. In more than 2 months of waiting, there was no movement on my case. It was only through my repeated efforts that I received any communication from Mr. Cooper.
I do not know why they did not consider any information I provided, I do not know why they did not communicate with me about my appeal, I do now know how they arrived at the decision they did, and now they have charged me {$450.00} for an appraisal that is deficient, and have not communicated at all.
I would never engage with Mr. Cooper if I had the chance again, and everything about them feels predatory.
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02/28/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I have been in the middle of a loan modification over a covid forbearance plan i was on, during the modification Mr. Cooper my loan servicer did not apply a payment correctly, this was corrected and I was sent documents to sign while I was on vacation with no notice of this. When I got back I called Mr Cooper and they told me it was OK as long as they are sent by the end of the month, which they were. My modification documents were received on time ( admitted in a recorded call by Mr Cooper ) and they told me to wait and do not pay for the month of XXXX yet. I waited and called again and they stated on a phone call also recorded by the company that they were sending new documents to resign and be patient. I continued to wait into XXXX when I called again, I was told to continue waiting. Eventually on XX/XX/XXXX I called again and was told that there are no new documents and that I need to just make the XXXX and XXXX payments for the modification to finalize. I made a payment to that representative for {$3000.00} as shown in my bank statement attached, in a recorded call again by the company, to go to the XXXX and XXXX payments. Days later my mortgage was transferred to XXXX XXXX XXXX. Now XXXX XXXX XXXX displays my XXXX payment as missed and are threatening to put me in collections. I had a three way conversation with Mr Cooper and XXXX on XX/XX/XXXX, recorded by both companies, to which I was told after an hour of the Mr Cooper representative looking into it that it clearly was paid but not applied, that it was instead applied to " bookings '' and that I should just pay the XXXX payment. I can not do this and my money is basically in limbo. I was told to send an email to address that I already emailed and got no response from. I have also attached the screenshot from the Mr Cooper employee showing my payments but not applied properly. Now as of XX/XX/XXXX MrCooper has responded to me with their final investigation and claims that a payment from XX/XX/2021 was reversed and this money was applied to that, but as I was in the covid relief plan there was no payments made at that time, so the money has effectively disappeared.
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08/06/2020 |
Yes |
- Money transfer, virtual currency, or money service
- Refund anticipation check
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- Problem with customer service
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Web |
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On XX/XX/XXXX an automatic payment was made to Mr. Cooper from my bank account. This automatic payment was paid in the form of a check. ON XX/XX/2020, the loan at Mr. Cooper was paid off in a refinance procedure. So, the automatic payment was not cancelled on my part at my bank. It was in the amount of & XXXX.
I called on XX/XX/XXXX and talked to a representative, that stated that I would receive reimbursement in 5 to 10 business days. It would be refunded to my bank account. This representative did not take a voided check or any bank information from me. On XX/XX/XXXX, I did not have the refund, so I called again to Mr. Cooper and talked with another representative and a supervisor from Texas. The check has not been processed and I called my bank to find out nothing was showing either on our bank side. SO the lady put me in touch with a supervisor that told she was going to rush the request and that I would have a check in 24-72 hours. I waited until XX/XX/XXXX to call again when the check never arrived. I talked to another rep from Texas that said that the check showed requested but that it was not processed because they were doing research. She told me that standard procedure is 15 days for a returned check. Well, we were pasted ten working days. Then I was passed onto another supervisor, who set up a wire to have the money back in my account. She said it would be there Mon/Tuesday, XXXX XXXX. Well, it is XX/XX/XXXX and I still do not have my money back. We are also most at a month and no one can issue me an answer about when I will have the money back. We don't even have an account with them any more.
I have talked to many different reps and supervisors that tell me different answers to the same question. None of the reps have any idea when and how to get my money sent back to me. I have asked for the check to be overnighted. I was told that can not be done. I really don't care if the money is a wire or a check, I just need the money. This entire experience has caused my family hardship. The money they refuse to give me back is money that is used for the needs of my family. Without this money, my family is suffering.
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08/12/2021 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
Customer reached out to Mr. Cooper in XXXX of XXXX due to an employment change during the Covid Pandemic. The Mr. Cooper representative suggested a loan modification, so he started the process. The forbearance was from XXXX - XXXX of XXXX. He was assured on multiple occasions that the mortgage payments would not be reported as late/past due because of this process.
Mr. Cooper sent closing documents on 4 separate occasions because they kept sending incorrect information. Mr . Customer was also told they could not find the documents that were sent back even though XXXX confirmed they were delivered and Mr. Cooper cancelled the modification making him start over again. Mr . Customer followed up with them on multiple occasions to have the process completed and this never happened. He finally gave up on the process after almost a full year of trying to complete it abiding by their terms.
He made the following payments to catch up the payments : XX/XX/XXXX : XXXX XX/XX/XXXX : {$12000.00} XX/XX/XXXX, {$1300.00} XX/XX/XXXX, XXXX Mr . Customer 's ex-wife Customer 2, is still on the mortgage and signed all the documents Mr. Cooper requested. On XX/XX/XXXX, she received notification from XXXX that her credit score had dropped ( substantially, over 100 points ). The credit report from XXXX is now reflecting over 120 days past due with Nationstar/Mr. Cooper and a past due balance of over $ XXXX.
We are asking that Mr. Cooper/Nationstar please contact all 3 credit bureaus for each of us to have these late payments corrected and the past due balance removed since this is the negligence of Mr. Cooper/Nationstar not holding up their promise. Customer 2 works in the XXXX XXXX, and this could severely impact her employment if not resolved quickly. Mr . Customer 's employment is also impacted by a negative credit score.
I have copies of the payment history, along with the negative bureau report for customers if needed. Customer 2 called Mr. Cooper/Nationstar on XX/XX/XXXX and was told that loan modification negatively impact credit and no help was given even though that is not was previously disclosed at the beginning of the process.
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10/14/2023 |
Yes |
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- Struggling to pay mortgage
- Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
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Web |
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MR COOPER mortgage company in XXXX, TX is my mortgage company. My name is XXXX XXXX and I requested for assistance and was told I needed to fill out a form in XXXX via phone call. I was told everything was on hold until the results came. Time pass and I get no form just a letter saying to send income statement of w2 so I sent it and was told no form was to be filled out and I was good. More Time pass and now I need to fill out the form that I was initially told i was getting in the mail and then that I didn't need it, but now I need to fill it out after the third encounter wasting more time. Late fees accumulated and i see a default on my online account and im confused because I was told everything was on hold so I was misinformed and poor communication on their part by not giving all the information to make the best choice for myself and not sending important paperwork that I was told I need, then I don't need it and now I do getting the run around. My credit score dropped over 100 points and if I knew it would not be on hold and my credit would drop I would've never done it. It showed over 30 days late and we are waiting on them and I keep being told one thing and they're delaying the process by not giving me accurate information and giving me what I need. The form was never mailed so I had to go online which it wouldn't even allow me to fill it out on. My last call with Mr Cooper XX/XX/23 at around XXXX XXXX I was told no matter which plan I got it was going to drop my credit and I dont want to do either plan. I will just work harder to pay it up to date and today I made one mortgage payment and next week I'll catch it up. I'm upset because had I knew this from the start i would've never even tried to do this but I was assured everything was on hold. It's not fair and I'm upset they never sent the forms that caused more wasted time increases the days of late payment that was supposed to be on hold. I would appreciate some help with this situation. My credit was over 700 I worked so hard to get there and by misinformation and lack of efficiency on sending documents my credit which I value has been damaged PLEASE HELP.
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04/16/2019 |
Yes |
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- Struggling to pay mortgage
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Web |
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XX/XX/XXXX I applied for a forbearance with mr. Cooper. I was informed which documents were required. At the time of my application I was on short term XXXX due to a medical condition. My income from the XXXX was significantly less than my salary. All necessary documentation was provided and the evaluation was not completed. As a result I was instructed to resubmit my application because the documentation had expired. XX/XX/XXXX I resubmitted my documentation at this time my short-term XXXX had ended and I was laid off from my employer. Mr. Cooper instructed that I provide evidence income received prior to the short-term XXXX. After stating that I was no longer employed and did not have access to the electronic pay stubs I was instructed in XXXX to provide evidence via bank statements and direct deposits received from my previous employer. I provided the bank statements as instructed, in XX/XX/XXXX. On two occasions during the month of XXXX to representatives from Mr. Cooper informed me that I had a complete package which is pending underwriter review. During the one phone call on approximately XX/XX/XXXX the representative stated that I had a complete package he saw all of the documentation and agreed that the bank statements reflecting the income was sufficient and for me to IGNORE any future request to validate my income as well as ignore the status on the mr. Cooper portal instructing me to submit additional documentation.
As I am waiting for my package to be evaluated I was contacted and told that the prior agents provided me with incorrect information and that I needed to contact my employer and obtain pay stubs. My complaint is that I have been attempting to obtain a forbearance since XX/XX/XXXX it is now XX/XX/XXXX and I believe that I am being withheld from obtaining a 6-month forbearance which is a program offered by FHA and furthermore my credit is being significantly impacted by reflecting a delinquent status versus a status of being on a government program. I am asking that copy of conversations be retrieved as I am trying my best to save my home but I'm not getting the proper cooperation from mr. Cooper.
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11/01/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Payment process
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Web |
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On or around XX/XX/2023, my mother, XXXX XXXX XXXX, had her mortgage transferred from XXXX XXXX XXXX XXXX to XXXX XXXX. As the Power of Attorney for my incapacitated and non-verbal mother, I had previously provided the Power of Attorney documentation to XXXX XXXX XXXX XXXX. However, it appears that this document did not transfer to XXXX XXXX during the mortgage transition.
When I contacted XXXX XXXX on XX/XX/2023, to discuss my mother 's loan, I was informed that I was considered an unauthorized caller and was instructed to email them the Power of Attorney document, even though they had received the loan information from XXXX XXXX XXXX XXXX.
Subsequently, on XX/XX/2023, when I reached out to XXXX XXXX for assistance with my mother 's loan, I was again informed that I was an unauthorized caller, despite having submitted the Power of Attorney document on XX/XX/2023.
Furthermore, on XX/XX/2023, I discovered that a payment made and initially posted on XX/XX/2023, was inexplicably reversed. When I contacted XXXX XXXX on that day to inquire about the payment reversal, I was initially informed that I was only authorized as a 3rd Party caller, and my ability to make account changes was limited, even though the Power of Attorney document was on file. Additionally, the representative was unable to provide a clear explanation for the reversal and suggested I contact the payment financial institution for clarification.
After the call, I obtained proof of payment indicating that the payment had indeed cleared on XX/XX/2023. However, when I revisited my online account with XXXX XXXX, I observed that the payment was still marked as reversed. When I called XXXX XXXX on XX/XX/2023, to address this issue, a representative promised to escalate the matter but unexpectedly disconnected the call after approximately 30 minutes on hold. Consequently, I had to make another payment online on XX/XX/2023.
Most recently, on XX/XX/2023, my attempt to make an online payment was met with a message stating that the loan did not exist. This recurring pattern of issues has raised concerns that XXXX XXXX may be engaged in deceptive practices.
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03/12/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Our mortgage loan was recently transferred to Mr. Cooper in XXXX. This mortgage has no escrows for either taxes or homeowners insurance. All the statements I have from Mr. Cooper also state there is no escrows associated with my account. I paid my quarterly homeowners insurance on XX/XX/2021 to my insurance company. On Saturday XX/XX/XXXX I received a refund check from my homeowners insurance company stating it was an overpayment. I called to find out what they were talking about and found out that Mr. Cooper ( Nationstar ) had paid the policy in full ( {$860.00} ).
I then reached out to Mr. Cooper today to find out why and where the money came from since I do not escrow for any insurance. After 1 1/2 hours on the phone with five different people, I have no explanation of why it was paid.
One person says they got a bill, ( my insurance company told me they did not send them a bill. they were sent an insurance binder for proof that we had homeowners insurance ). Another person claimed they paid it because they require it to be paid in full. I told them I pay quarterly not in full. I was told I can not pay it quarterly, it must be paid in full ). If this mortgage as no escrows how do they dictate how it is paid? they also announced that my payment is going up in XXXX by {$200.00} per month due to factoring in this " escrow ''. From the reviews on their page, it sounds like they do this to alot of people.
I have had no communication from Mr. Cooper regarding this loan, other than the usual typical communication when it was transferred to them in XXXX. I was told then that the same terms and conditions of the loan were still in force and nothing changed other than who I paid my payment to.. They can not explain how an escrow account was attached to my account or why no one contacted me about this payment being made on my behalf. If I hadn't made the call, I also wouldn't know about the increase in XXXX, which I will not be paying. I want them to ask the insurance company for a refund so I can go back to paying the bill as I always have. I have spoken to the insurance company and they told that is what needs to happen.
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09/03/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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After receiving 100 's refinance proposal by mail I decided in XX/XX/XXXX to contact 3 lenders to have different propositions. My mortgage is with Mr Cooper ( 3rd loan officer in 2 years ).
I had a 1st hard inquiry with the 1st lender and a 2 weeks period to " shop '' for the best conditions without impact on my credit score. However after looking at my report I can see another hard inquiry from another lender ...
They all have the best conditions until moving forward when new fees starts to appear on the closing disclosures.. Part of the refinance process an Appraiser came onsite ( {$540.00} fee ) and filled a report, this appraiser was sent by the lender I selected to move forward.
However after seeing the final closing costs I decided to stop the process. I purchase my home in XX/XX/XXXX for {$420000.00}, I did some improvements and the value of homes in XXXX especially in my area exploded since last year. The appraisal report value the home {$600000.00} so I contacted Mr Cooper and asked them the process to remove the PMI.
I was told that it's not possible because the appraisal wasn't done with the appraisal company they work with and that I need to pay for a new report and because my loan is less than 5 years I need to have 25 % equity ( XXXX XXXX requirements ).
I paid {$540.00} for an appraisal done by an appraiser licensed by the State of Florida but I need to pay for a new appraiser!!!! with their partner ...
If that's the same type of partner than what they use on their website/app that makes more sense. Mr Cooper 's App displays 2 estimates XXXX and XXXX. But they only use the XXXX value to calculate the PMI and equity!
XXXX value my home {$440000.00}!!! Really?? XXXX {$590000.00} that's a big difference! I did a pool with spa, the lot is XXXX sqft, the home is front sold for $ XXXX last month but my home is value $ XXXX with their partner XXXX ... Obviously I just XXXX XXXX and they are owned by Mr Cooper !!! So convenient!!!
On top of that : - {$25.00} expedited fees for each loan payoff document x 3 = {$75.00} - {$20.00} Third party reconveyance preparation fee - $ 10 county fee etc ....
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04/02/2020 |
Yes |
- Mortgage
- Other type of mortgage
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- Struggling to pay mortgage
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Web |
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I have multiple times submitted the following information of my income. They have repeatedly rejected my loan modification because they are not including all of my income in their calculation.
I am appealing the denial of my loan modification I am XXXX XXXX property XXXX XXXX XXXX XXXX XXXX, Texas loan number XXXX Im appealing the denial of the standard modification for reason of Due to excessive obligations, we are unable to offer you a modification because we are unable to create an affordable payment without changing the terms of your loan beyond the requirements of the program.
Im appealing the denial of the Forbearance Plan for reason of Due to excessive obligations, we are unable to offer you a modification because we are unable to create an affordable payment without changing the terms of your loan beyond the requirements of the program.
Im appealing the denial of the HAMP Tier I for reason of Due to excessive obligations, we are unable to offer you a modification because we are unable to create an affordable payment without changing the terms of your loan beyond the requirements of the program.
The reason for my appeal is that Mr. Cooper has miscalculated my income and reported the wrong income United State Department of Agriculture.
The representative for the loan modification department is showing my income at {$2700.00}.
My net monthly income : Income # 1 XXXX XXXX {$1500.00} net bi-monthly= {$3000.00} ( evidence included below ) Income # 2 XXXX XXXX XXXX net {$220.00} each week= {$890.00} ( evidence included below ) Tenant= {$750.00} ( evidence included below ) My total net+ income is {$4600.00}. My total gross in {$5900.00} Obligations including my mortgage is {$3100.00} My obligations : Below is evidence of my current income and a copy of my application.
XXXX XXXX XXXX Tenant : {$750.00} Lease also included Doctors Notes : Due to have symptoms of XXXX I was sick and self monitoring and unable to mail a response until now. However, this should still reach you with in the 30 calendar days if not Im asking for a medical exception. Also, my town is currently under Shelter In Place.
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11/22/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
Servicemember |
Im XXXX, I needed to remove judgment liens on my home. I was told by lawyer I had to file bankruptcy so i did in order to to remove them. I was never aware of the process called reaffirming mortgage loan with lender, as a result the lender reported my loan as delinquent and included in bankruptcy instead of reporting payment status ; paid as agreed. Also, XX/XX/XXXX all three credit agencies marked I was delinquent from approximately XXXX through XX/XX/XXXX which has a negative mark. However, I never missed a payment nor was I ever late and I have about XXXX pages from the lender showing all payments on time, yet no one/company will remove the negative mark for XX/XX/XXXX. I also noticed that the agencies did not receive payment history several months prior to XX/XX/XXXX which shows I was delinquent or derogatory.
All three credit agencies and the mortgage company Nationstar/Mr. Cooper has not only defamed my name, they also are fraudulently reporting incorrect information about my payment history and status.
I have disputed this claim about 4 times a year written in different ways in hopes they would understand their errors. To date, they, Mr. Cooper still will not acknowledge their errors, therefore the XXXX agencies are still reporting XXXX delinquent/XXXX for that mortgage.
I sold that home and paid in full to the lender on XX/XX/XXXX. Ive been trying to get another home loan which has been difficult due to this mortgage lender reporting false information. Because Ive been defamed, and credit score has lowered due to this reporting error my quality of life has diminished to living in a rv and homeless. I deserve to have my quality of life back and these companies are destroying my mental an emotional health as a result.
Please force them, Mr. Cooper to report correct information as I paid as agreed from XXXX through XX/XX/XXXX which was when I paid them in full, to remove the negative mark on XX/XX/XXXX and add all payments as positive, on time and never missed a payment so all three credit agencies have the correct information to change the false information about the payment history for that loan.
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01/30/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Hi, this complaint is regarding my home loan with Mr. Cooper, loan number XXXX.
On XX/XX/XXXX I went online to pay my monthly mortgage payment with Mr. Cooper ( my mortgage company ). I noticed an unexplained bill on my account dated XX/XX/XXXX in the amount of {$620.00}. It appears to be two charges on the same date-one is for {$500.00} and the other is for {$120.00}. The only information posted about this bill on my account says " lender paid expenses ''. I called and spoke to the Mr. Cooper when I noticed it and asked what the charges were for. The first time I called I was told it was related to a bankruptcy on my account ( I did file a bankruptcy in XXXX and this has been discharged in early XXXX so this could not have been related to a bankruptcy ). I was unable to get any other information so I called Mr. Cooper again on XX/XX/XXXX. This time I was told it was because my house was vacant. My house has never been vacant at any time since I've owned the property in the last 21 years. Again I was not provided any other information so I called Mr. Cooper a third time on XX/XX/XXXX. This time someone was able to find an actual bill in the amount of {$620.00} ( the bill has been attached ). The bill is dated XX/XX/XXXX, from a company called XXXX XXXX XXXX XXXX. The bill clearly states that I have been charged some type of fees for vacant property registration ( one for {$120.00} and one for {$500.00} ). Again my property has never been vacant at any time in the 21 years I have owned it.
I tried calling both phone numbers ( phone and fax ) that were listed on this bill, and both numbers are disconnected/no longer in service ( feel free to call yourself to verify ). I also can not find any information on the XXXX XXXX XXXX at the address provided on this bill. I asked if Mr. Cooper could investigate the validity this bill. I did receive a notice in the mail dated XX/XX/XXXX from Mr. Cooper regarding the bill. The letter states without any further explanation that " the lender paid expense balance is valid and was assessed to the loan in accordance with the loan documents and our servicing requirements ''.
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12/04/2021 |
Yes |
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Web |
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Mr. Cooper mortgage company has serviced the mortgage on my primary residence for many years. In XXXX of 2021 I applied with Mr. Cooper to refinance my existing mortgage. I paid them an appraisal fee of {$490.00} to proceed with the approved application. No apparaidal was ever completed and Mr. Cooper ended declining the mortgage application because ( I think ) I did not realize there was a judgement/lien tied to the property and failed to disclose that information in my application. They never refunded the appraisal fee they deducted from my bank account.
I applied with Mr. Cooper again in XXXX when I realized what the likely problem was with my initial application. Again, my application was approved and I paid another appraisal fee of {$490.00} assuming I would be refunded for the prior one in time. XXXX XXXX never moved this mortgage to closing for some reason. They did not communicate anything other than their appraiser insisted my primary home was used as a commercial business and refused to conduct the appraisal I paid for. It is not used as commercial. It is my home. I provided a detailed statement to that effect at the request of the loan processor ( XXXX XXXX ). The last email I received from XXXX XXXX was an auto replay message that he was out of the office for an extended period of time. I never heard from Mr. Cooper again about this mortgage application or my appraisal, or the second appraisal fee I paid them.
I have called, emailed, and written letters to Mr. Cooper trying to get the appraisal fees refunded, but no one replies or can provide me with information on getting these funds back. No one there seems to care or be concerned about the appraisal fees much less why they did not follow lending rules/regs by letting me know why my second loan was never closed. I never received a denial letter or any sort of communication after it appears that something happened with this XXXX XXXX fellow that was processing my loan.
As a fairly informed and educated consumer, it is very distressing to me that a company such as Mr. Cooper is allowed to do this to consumers. Please help!!!!
Thank you!!
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11/02/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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This problem started about six years ago, I have a mortgage with Mr. Cooper. my house was damaged by a landslide caused by the city I live in, I got a hold of Mr. Cooper and Mr. Cooper refused to help me in anyway, I was getting the runaround with Mr. Cooper. They advised me to stop making payments, the only way that they can do anything for me if I stop making payments, I didnt have a choice but to stop making the payments so I can get their attention, once I stop making the payments they started foreclosure process and they refuse to help, After negotiating finally after three bad faith against Mr. Cooper I was able to get the loan modification done. It was not a fair negotiation but after making my payment now for over a year on time never been late before the foreclosure and for the last year I have been making my payment on time. Now my insurance company canceled me because of the claim I have on my insurance, Since my loan modification I was promised to have access online to see my account and to be able to track my payments and receive also a mortgage statement. I have not received a mortgage statement for the last year since my loan modification or access online to know how much Im paying or how much I owe or whats my escrow balance, I have been trying to get another insurance and I finally found XXXX they will ensure my house, I give XXXX all the information for Mr. Cooper and the loan number Mr. Cooper refused to communicate with XXXX to give them any information so I can get insurance on the house now Im left with no insurance and no statement to provide XXXX so I can have insurance on my house and Mr. Cooper is threatening to add insurance on my house, if I have a statement for my mortgage I will be able to provide to XXXX so I can get my insurance started but I dont have that either, when I call Mr. Cooper on the phone to get any information on my loan they refuse to give me any information on my loan, they refused to give me any information on my loan and I have been making my payments on time since my loan modification I cant get anyone to talk to me on the phone.
Thank you for your help
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06/12/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
I was coming out of Forbearance and was contacted by Mr Cooper reps about next steps. They gave me no other option but to settle the entire amount of the forbearance period in XXXX payment.
I contacted the VA and had them help me with this by having the VA make an extension. Paperwork was sent to me for me and my wife to sign and notarize. We called and scheduled the notary, paid and had the packet sent back. This was last XXXX. At the end of XXXX, a second packet was sent out to me, and I received an email from the Mr Cooper rep informing me that the paperwork was wrong and my wife signed in error, as she is not on the original loan- only the deed. So I was to have the paperwork signed and notarized and sent back in. They told me mr Cooper would schedule the notary for this.
None was ever scheduled. I was also told, by an account rep, NOT to make payments as this would mess with the extension and payment schedule.
At this time it was XXXX. It is now XXXX, no notary has been scheduled and I tried calling to make a mortgage payment. I was informed that I could not make just XXXX but that I had to make XXXX months worth of payments all at once and my house is in foreclosure as of XXXX XXXX. I was informed that a demand letter was sent to me in XXXX. After I told them I received no such letter, I was informed that not receiving it doesnt matter and I am still responsible for the payments and other issues in said letter. I still have not received any letter.
My online account is disabled, so all I am able to do is see how much I owe and see the phone number to their customer service to make said payment as it is impossible to make an automated payment online.
I have contacted my VA account XXXX and I am in contact with her, but I still have no idea how I am making XXXX months worth of payments and avoiding foreclosure. I spoke to a loss mitigation XXXX at mr Cooper and all she could do was demand full payment and refer me to my state agencies for financial assistance I am about to become a statistic due to MR Cooper and their lack of administrative organization and demands that they are always correct.
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09/30/2021 |
Yes |
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- Trouble during payment process
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Web |
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Mortgage company did not pay the real estate taxes from the escrow account. I believed that they were going to pay but they declined payment. I got an real estate tax abatement from the Town then the banks stated that they had paid the taxes which the tax collectors office denies. The Mortgage then claims to have made two payments for the 6 month tax bill which put the escrow account negative as well as charged several {$500.00} attorney fees as well as property inspection fees. I called the mortgage company and the person I spoke with said they would need to research the issue. my next payment notice included a decrease in required payment which made sense to me since the property tax as well as the cost of homeowners insurance had gone down. the mortgage company had applied excess escrow funds to the principle. After approximately 8 months I get a property tax bill and homeowners insurance bill that states the Owner must pay which I forwarded to the Mortgage company. They paid both and stated that the escrow account was negative {$12000.00} because of account research fees, attorney fees and more inspection fees as well as the paying of the property taxes and homeowners insurance cost. this amount was due immediately. The next payment sheet came and stated that my new monthly amount was {$1600.00} more than the original mortgage and escrow amount. COVID-19 Struck and I lost my source of income for 7 months I continued paying the mortgage and the Mortgage company filed for foreclosure. I filed for bankruptcy and continued paying the mortgage amount as well as the trustee. After 10 months the mortgage company filed to be removed from the bankruptcy because " I had not paid the required Property taxes, Attorney fees, property inspections and Homeowners insurance '' they had these expenses that were supposed to be paid from escrow and not applied money toward the Mortgage which is being held in unapplied funds. the Mortgage company was granted removal from the bankruptcy. and here I sit pre-foreclosure with a bill of {$38000.00} and the mortgage company has refused payments other than payments in full.
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03/30/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I have had multiple problems with Mr. Cooper failing to make timely payments from my escrow account. I have alerted them to this problem several times, with no improvement in service.
I refinanced the mortgage on my primary residence with a closing date of XX/XX/XXXX, and the loan was transferred to Mr. Cooper.
My local property tax is due annually in two installments, the first on XX/XX/XXXX and the second on XX/XX/XXXX. The first payment for XXXX was made as part of the closing settlement, and also as part of the settlement I established an escrow account which included funds to cover the second tax payment for XXXX. I expected the mortgage company Mr. Cooper to make the second payment from the escrow account, which they failed to do. The late tax payment is now due on XX/XX/XXXX, with an additional interest assessment of XXXX. I called Mr. Cooper to alert them to the problem on XX/XX/XXXX, and they have not yet made the payment as of XX/XX/XXXX. On XX/XX/XXXX I called them again and they informed me that they will make the payment tomorrow ( on XX/XX/XXXX XXXX, so it will not be received timely and will likely incur additional fees and interest.
This missed tax payment will affect my XXXX federal and state tax liability, as it will decrease my itemized deductions for tax year XXXX. This will impose a financial hardship on me due to their error in processing the escrow payments. I have not yet determined the amount of this hardship.
Mr. Cooper was also late in making the payment on my homeowners insurance, which resulted in the insurance company sending a cancellation notice for the policy. The Mr Cooper website shows that the payment, which was due on XX/XX/XXXX, was made by Mr. Cooper on XX/XX/XXXX, but it was not received by my insurance company until XX/XX/XXXX. This is unacceptable and puts me in danger of having the policy cancelled. I understand that there is a grace period for the payment ( until XX/XX/XXXX I believe ), but the untimely payment used up of most of that grace period and I would not have had adequate time and opportunity to secure another policy to protect my property.
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01/26/2023 |
Yes |
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- Trouble during payment process
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Web |
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I XXXX XXXX submit this complaint against Mr. Cooper concerning my alleged missed XX/XX/XXXX Mortgage Payment. Whereas I sent my payment to the XXXX XXXX XXXX XXXX in error. Using my Mr. Cooper XXXXaccount loan number aware that my account was being held by Mr. Cooper starting in XXXX. On XX/XX/XXXX I mailed XXXX a money order for {$1400.00}. I assumed my payment was posted into my account, until XX/XX/XXXX when I received a check from XXXX refunding my payment. Because of the miss communication, XXXX intentionally caused my XX/XX/XXXX payment to be late by not returning it to me timely. When I did receive the check, I immediately forward the check to Mr. Cooper with a copy of the original money order showing the date along with the correspondence from the XXXX, Informing Mr. Cooper my mortgage payment was paid on time. I was criticized by Mr. Cooper for the XX/XX/XXXX payment being late. As of XX/XX/XXXX, Mr. Cooper claims that I miss the XX/XX/XXXX payment I still owe a balance of {$2100.00}. Mr. Cooper/XXXX sent me my XXXX mortgage statement clearly states I owe a total of {$4200.00}. I was informed by Mr. Cooper that my check for {$1400.00} was shredded, and Mr. Cooper claims they sent me a notice concerning my checkthis was a notice I never received until XX/XX/XXXX after inquiring about my missing payment. The letter wasnt addressed to me ( XXXX XXXX ) it was addressed to XXXX ( letter attached ). I felt like Mr. Cooper assumed that I have money to give away. Because of their so-called check policy, they shredded my check not intending to return it to me or credit it to my account. It was stolen from me without any recourse on their part. I was also informed by Mr. Cooper that I made a XX/XX/XXXX payment in the amount of {$3000.00} I have no conscious of any such payment. The mortgage payment I paid for XX/XX/XXXX in the amount of {$1800.00} that payment was submitted by money order ; which leaves a difference of {$1200.00} which was posted on XX/XX/XXXX. The numbers do not add up. Therefore Mr. Cooper owes me a full reimbursement and credit to my account for the alleged missed XXXX payment.
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12/20/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My XX/XX/XXXX property taxes were not paid in a timely manner. I contacted Mr. Cooper ( NationStar ) on or about XX/XX/XXXX about the delay in payment and the fact that fees and penalties were incurred on my account. I was assured that the taxes would be paid. On XX/XX/XXXX, I received an email from Mr. Cooper indicating that my taxes had been paid. Again, on XX/XX/XXXX, I received another email indicating that the second installment of my taxes had been paid.
On or about XX/XX/XXXX, I received a Notice of Intent to File XXXX from XXXX County indicating that they had not received any tax payments. I email Mr. Cooper on XX/XX/XXXX and received a response and attachment showing that they had sent the payments. I called my county tax commissioner and was again told that they did not receive payment.
I email Mr. Cooper on XX/XX/XXXX and asked about the non-payment. I received no response from them. I posted a review on the XXXX website on XX/XX/XXXX and a representative from Mr. Cooper emailed me. I was able to speak with a " live '' person and relayed the issues I was having with my tax payments. She ( XXXX XXXX ) stated that the tax check had been " lost in the mail '' and would be resubmitted. I have an escrow account, so there shouldn't have been a problem paying my taxes. Now, I fear that if I don't pay the taxes on my own, I will stand the chance of having a lien placed on my home.
Mr. Cooper has been an absolute nightmare to deal with and it's not getting any better. As a reference point, I filed for Ch. XXXX bankruptcy in XX/XX/XXXX and it was discharged in XX/XX/XXXX. I did not reaffirm my mortgage. However, I am still in the home and paying monthly ( on time ). XXXX was the original mortgage holder, but they sold the mortgage to Nationstar in XX/XX/XXXX. They are no reporting my payments and there's no reference to my discharged bankruptcy.
As an aside, I think the Federal and State governments should consider taking a closer look at Mr. Cooper 's business practices. The vast number of complaints that I observed on XXXX should raise a red flag with banking and financial institutions.
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03/03/2021 |
Yes |
- Mortgage
- Reverse mortgage
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- Struggling to pay mortgage
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Web |
Older American |
In XXXX my mother was scammed into a Reverse Mortgage by her insurance agent working with XXXX XXXX XXXX XXXX, this was then turned over to Nationstar HECM Mortgage, My mother did not need a reverse mortgage. she was XXXX XXXX and her house was fully paid for ... My mother had enough other income. After about a few years into the mortgage they started calling my mother for no reason. She became very upset. My mother had health problems and the chimney backed up with smoke/ My mother file with the house insurance company and hired contractors to fix the damages to the house. Nationstar, and somehow now we have Champion Mortgage playing tag team. mother was always in tears and crying. The insurance company would send the checks in mothers name and the insurance company name, Well, now this end up being Champion Mortgage, At this point. Champion Mortgage would hold the checks for a very long time, even months so that my mother would not have the money to pay the contractors with the insurance money ... The contractors would Stop work! Then in XXXX Nationstar jumps in and starts a foreclosure stating house repairs not done! - My poor mother, However, their Mortgage Servicer Champion was holding on to the money, keeping the work stalled! and when My mother called them she would get transfer to different people all the time. She would say I need you to send the checks back so I can pay the contractors. They would humor her and say we will call you back! that call never call regarding getting the check she sent to them for their signature to repair. by this time my mother was in and out of the hospital. she had no representation at the time of the Reverse Mortgage and didn't understand they could take our family home this way. My mother 's house was stolen for $ XXXX now they want over $ XXXX these people XXXX my mother up until she died on XX/XX/XXXX she had a foreclosure Court date the day so after she died. My mother last words don't let them take the house. This was the biggest Scam on a elderly women, in a XXXX XXXX at XXXX years old. This house belongs to me not Nationstar, My mother died at XXXX
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02/25/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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Hello my name is XXXX XXXX and I reside at XXXX XXXX XXXX XXXX, NJ XXXX.
I currently have a mortgage with XXXX and my loan # is XXXX I applied for a modification in XXXX. XXXX my mortgage lender sent the trial modification to the wrong attorney. During the process me and my current attorney couldnt figure out why we hadn't recieved a response from XXXX. Months later my attorney suggested that i file a Chapter XXXX. A few months after filing chapter XXXX we noticed that the payments that i was sending to XXXX was sent back to me and we were perplexed as to what was going on. Finally I ( not my attorney ) recieved a letter regarding Foreclosure. My attorney and I couldnt understand why. Later after calls back and forth with XXXX they told us that a modification was sent out and because I nor my attorney had not responded to the Modifcation Offer they put the house in Foreclosure. The Modification Trial was sent to the wrong attorney. My self and my attorney made several phones calls and I called XXXX and this is how i eventually found out that an offer was in fact sent in XXXX of XXXX. I asked XXXX could they send me a copy of what was sent out months ago regading the offer and when they finally sent me the letter i saw that it was address to the wrong attorney which explains why we never recieved the offer. My current attorney has been in contact with XXXX attorneys and we have explained to them over and over again that the original offer was never to sent to either of us. We are asking XXXX if they could resend the offer as I do not want to loose my home but to no avail. As of this day my attorney is still awaiting to hear back from XXXX attorneys. Last week a recieved a letter stating that my loan was sold to another lender. I am affraid that XXXX is not trying to help resolve this error that they made. If this offer was sent to the correct attorney in XX/XX/XXXX I would not be in this position as we speak and I would be a happy homeowner. All I am asking is that XXXX make this right because of their wrong and re-offer me the Modification Trial Offer and remove my home from Foreclosure status.
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04/26/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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My mortgage loan is in default and was recently transferred from Seterus to Nationstar/Mr. Cooper. Ultimately I will lose my home through foreclosure since Seterus was unwilling to work with me to save my home and I fear Nationstar will continue this practice. My loan qualifies for mortgage assistance, but Seterus kept telling me that I have had too many workout plans already. However, the one modification they gave me they made an accounting mistake and never accounted for my second trial modification payment. When I called in to fix this they basically said that there is nothing they can do and kept telling me to call back next month to see if they can help me. I have not had a single point of contact that I could work with and will lose my home through foreclosure if something isnt done. I am a XXXX XXXX and am not always in the country. A few years ago, I foolishly trusted my boyfriend to take care of the mortgage payments while I was gone for months at a time taking care of my patient. Instead of being responsible and making the mortgage payments, he took the money I sent him and squandered it. I was unaware of that I was delinquent on my mortgage payments until I came back to the country and found out I was delinquent. I contacted Seterus and I got a trial modification in XXXX of 2018. I made my XXXX payment and called Seterus in XXXX to make my next payment. One of their representatives, XXXX, called my bank to verify funds while I was on the line and was told the funds were in the bank. Everything was verified and I was told the payment was made, but their representative made a mistake and did not do the transaction. Then I was advised by XXXX that my payment did not go through because I GAVE THE WRONG ACCOUNT NUMBER for my bank account. However, it is impossible that I gave them the wrong number since XXXX confirmed the bank account number while she was on the line with my bank! After that everything fell apart and I lost my modification. I tried to work this out with them, but they have turned their backs on me and now I will lose my home through foreclosure if you can not help me.
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11/19/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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First i have never been late with a payment and i always pay extra to my principal every monty.
Last year Mr. Cooper/nationstar gave me the option to pay the escrow variance or have an increase in payment. i opted to pay in full. they still increased the payment.
Same thing happened this year with the escrow and even though they increased the payment, my account shows an excess. Your escrow analysis was on XX/XX/XXXX. At this analysis, you have a surplus of {$14.00} Then they refused to pay my Home owners insurance which was almost cancelled.
Now, on XX/XX/XXXX, I sent a {$34000.00} Principal payment after I paid my XXXX payment on XX/XX/XXXX. i wrote on the invoice Principal only and on the check Principal only. They took out a payment and took the interest on the principal payment. they applied {$32000.00} to the principal, then took {$160.00} in interest that they stole, put {$580.00} in Escrow, and another {$490.00} to principal.
i emailed : XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX on XX/XX/XXXX, XXXX requesting to have this fixed. They refuse to respond to the email. i called Mr. Cooper and spent XXXX minutes on the phone while they " corrected '' it with a supervisor. i was told to wait XXXX hours before I would see it and they would monitor it and call me back. I never heard back and it was never corrected. i wrote on XXXX and was told by XXXX XXXX '' XXXX '' to call her. I called her and left a message. She never returned the call. I posted again that she did not call. i posted a snapshot of my phone showing that I did call her at the exact number she provided XXXX last year she provided a different number ). i also called the " customer Service '' number tonight which says " you are not calling during working hours '' and disconnects. Who knows what working hours are or the time zone because it doesn't say and you can't leave a message. Then i sent an email to XXXX tonight at XXXX. I don't expect any different results. I can provide any and all emails, XXXX responses, calls, etc.
XXXX XXXX.
Manager I dont have any missed messages or calls. Please Call me directly at XXXX
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02/14/2023 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
Unfair - Failure to respond to written submission under RESPA including QWRs, Notices of Error and Notices to produce, excessive billing with failure to issue requested reimbursement of funds over charged equates to breaches of contract, fiduciary duty, negligence etc...
Deceptive practices include failure to fully disclose actual mortgage holder now appearing to be Mr Cooper demanding payment in the name of XXXX XXXX and XXXX XXXX owner of Mr Cooper issuing partial refunds for overbilling issues. Deceptive Acts include but are not limited to Breach of Contracts, Negligence, Breaches of Fiduciary duty for altering terms without authorization, requests by Mortgagee and Unilateral Acts in contravention to those terms agreed to by the parties at settlement.
Abusive tactics include conversion of funds without any alternatives given to the mortgagee, Unilateral acts by new Servicer not agreed to or applied for by Mortgagee and places the homestead in jeopardy by no fault of this Mortgagee satisfying the three part test under the FCT Act including It is substantial ; it must not be outweighed by any countervailing benefits to consumers or competition that the practice produces ; and it must be an injury that consumers themselves could not reasonably have avoided. The loss of escrow accounts while in part being billed for part while asserting the transfer, at first, did not affect the escrow requirements then changing terms is causing an unavoidable injury to this complainant that he has no way to avoid that has no benefit whatsoever to this consumer and flies in the face of those contractual obligations accepted at closing. The breaches of fiduciary duty therefore, negligence along with several contractual breaches ensures joinder of both XXXX XXXX and Mr. Cooper to that ongoing litigation in that Circuit Civil Action 22-CA-188 in the XXXX XXXX XXXX XXXXXXXX XXXX FL this is another injury complained of that is unavoidable and consequential to this complaining party, aside for the lack of any Credit and payment reporting which appears to be ongoing causing substantial and additional injury.
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02/07/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
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Web |
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I am writing to dispute inaccuracies on my credit report that have had an adverse impact on my ability to obtain credit. The account in dispute is : Seterus XXXX In XXXX, I purchased property at XXXX XXXX XXXX XXXX XXXX XXXX XXXX IL. XXXX. While the above listed account was not the original mortgage lender, they subsequently took them over. For 11 years, I had made consistent and on-time monthly payments. However, in XXXX of XXXX, I was notified by the 1st lien holder, Seterus, that due to the Adjustable Rate Mortgage contract, my payment would be increasing to an amount that would be difficult for me to maintain. I attempted to refinance but due to the housing crisis, I lacked the equity. I then applied for a Loan Modification, which was also denied. In good faith, I put the property up for sale for what I owed on both mortgages and continued making on-time monthly payments through XX/XX/XXXX.
In XX/XX/XXXX, I received a short-sale offer for {$100000.00}. I submitted a loss mitigation application to Seterus on XX/XX/XXXX. I received a response letter from Seterus on XX/XX/XXXX requesting more documentation. The full package was received by Seterus on XX/XX/XXXX and a settlement agreement was reached on XX/XX/XXXX. The closing for the short-sale occurred on XX/XX/XXXX.
The inaccuracies are as follows : Seterus is reporting that the account was 2 months late AND in foreclosure/collections. I was paid through XX/XX/XXXX and we closed on XX/XX/XXXX. I attached my bank statements as proof. The XX/XX/XXXX payment was not made because a settlement agreement had been reached and we were waiting on the closing. We should have closed in XXXX but the 2nd lien holder caused the delay by demanding {$6000.00} in lieu of the {$3000.00} that was initially agreed upon. This account should only reflect SETTLED-LESS THAN FULL BALANCE ; CLOSED. No late payments and ABSOLUTELY NO FORECLOSURE. Please note, I have been denied credit by XXXX XXXX due to this inaccurate reporting. I demand you produce a docket number for Foreclosure Proceedings in the State of Illinois or REMOVE THIS INACCURACY IMMEDIATELY.
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11/15/2022 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
I have Mr Cooper and they just charged me with lapse in insurance after they refused to accept my new issurance and failed to tell me that. I thought I had the insurance paid and they sent the payment to the old insurance company knowing I was switching. They claimed they didn't get the notice from myself OR the cancelation from XXXX. They asked that is be faxed to them in XX/XX/XXXX when I called them. They failed to put this oversight in the system the fist time and now a year later it is corrected as though they had it thus whole time. That is the convience of working there and aand being able to back date. Things. Thank XXXX nothing happened to where I needed to file a claim but that could have been a disaster. Mr Cooper was negligent and when I called and asked what was the letters for I told them I had insurance. They canceled the letters. Now when I went to renew I find out it was NEVER in effect. Now Mr Cooper is blame but I blame them too. I thought it was worked out since the time passed and they would take some responsibility with me but then it was corrected and placed back. Now my house payment is over {$2500.00} and i I OWE $ XXXX in insurance.. How is that taking responsibility? This is unfair practice. They are not taking any responsibility here. They should not handle veteran accounts as they put us in hardship. Mr. Cooper paid my old insurance company even after being notified they were no longer my insurance. They then denied the new insurance company, and failed to notify me of the denial. They will not take responsibility. They have the option to do nothing, pay the insurance coverage, cease the house, or cancel the loan. They choose to only do the lacks coverage instead of doing nothing, and refuse to take responsibility. They notified me this year when I have been disputing for years. The insurance could have been rectified long before now. They were notified by me a well as the insurance company, and chose to do nothing. I'm paying a hefty price, and they continue to do nothing. I am now getting a bill for {$5000.00} for a lap in insurance that Mr. Cooper caused.
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04/01/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
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On XX/XX/XXXX I received a phone call from my loan agent because my husband and I were trying to purchase a house and get pre-approved. My loan agent called and said that my credit shows a {$67000.00} mortgage debt. She sent me my credit report and told me to call the company and find out why they are reporting this against me since I did a short sale on the home home in question. I called Mr. Cooper ( which used to go by Nationstar and is showing up on my report as Nationstar ) on XX/XX/XXXX and was hung up on a couple of times with each representative stating that my phone was suddenly losing connection. I finally spoke with someone named XXXX. She asked me for my loan number and I told her I didn't have one because I never did business with Nationstar. She gave me the steps to follow to have this resolved within the company and removed within about a week. I called the number and left a message on the voicemail of XXXX XXXX. He called me right back and stated that they were closing for the evening and he would call the following morning. He issued me a loan number to use for follow up. He did not call the following morning so I called him. He said that he passed the information to his supervisor and has not heard anything from her so he would call or email in a couple of days. It has currently been three weeks and I have heard nothing. With the Covid 19 going on I was being generous and giving additional time but now I am frustrated. I called again yesterday late morning XX/XX/XXXX and Left Mr. XXXX a message and he has not returned my call yet. I'm not sure what the problem is since I have the title documents showing that my sale went through XX/XX/XXXX and they have record showing that the transfer of my loan to them from XXXX XXXX XXXX was effective XX/XX/XXXX. Its as simple as me emailing or faxing them these documents as proof. At this point, they are the only negative on my credit report. I was advised that by going in house and requesting a credit update so it goes through all of the credit agencies would be smoother and quicker than if I went directly to each credit agency.
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04/01/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
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On XX/XX/XXXX I received a phone call from my loan agent because my husband and I were trying to purchase a house and get pre-approved. My loan agent called and said that my credit shows a {$67000.00} mortgage debt. She sent me my credit report and told me to call the company and find out why they are reporting this against me since I did a short sale on the home home in question. I called Mr. Cooper ( which used to go by Nationstar and is showing up on my report as Nationstar ) on XX/XX/XXXX and was hung up on a couple of times with each representative stating that my phone was suddenly losing connection. I finally spoke with someone named XXXX. She asked me for my loan number and I told her I didn't have one because I never did business with Nationstar. She gave me the steps to follow to have this resolved within the company and removed within about a week. I called the number and left a message on the voicemail of XXXX XXXX. He called me right back and stated that they were closing for the evening and he would call the following morning. He issued me a loan number to use for follow up. He did not call the following morning so I called him. He said that he passed the information to his supervisor and has not heard anything from her so he would call or email in a couple of days. It has currently been three weeks and I have heard nothing. With the Covid 19 going on I was being generous and giving additional time but now I am frustrated. I called again yesterday late morning XX/XX/XXXX and Left Mr. XXXX a message and he has not returned my call yet. I'm not sure what the problem is since I have the title documents showing that my sale went through XX/XX/XXXX and they have record showing that the transfer of my loan to them from XXXX XXXX XXXX was effective XX/XX/XXXX. Its as simple as me emailing or faxing them these documents as proof. At this point, they are the only negative on my credit report. I was advised that by going in house and requesting a credit update so it goes through all of the credit agencies would be smoother and quicker than if I went directly to each credit agency.
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09/08/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I refinanced my mortgage in XX/XX/XXXX. A new lendee, Mr. Cooper purchased my loan almost immediately. I provided all information requested by Mr. Cooper, including a copy of my condo homeowners policy. Mr. Cooper notified me that my insurance policy was inadequate because it did not have hazard insurance. My insurance policy has always had hazard insurance, so I provided additional documentation. For the next five months, I would receive weekly letters saying that I needed to provide documentation that I had already provided. I continued to provide copies of the policy as requested. Mr. Cooper notified me that they would withdraw up to {$850.00} to ensure that hazard insurance was purchased. I objected to any withdrawal because the documentation clearly stated that hazard insurance was part of my policy. Mr. Cooper withdrew the funds from my escrow account anyway. Finally, I was able to get a three-way call with a Mr. Cooper representative and my insurer and we discovered that the reason Mr. Cooper wasn't able to see that hazard insurance was part of my policy was that they expected to see it on page 1, but it was on the first line of page 2, which they had never turned the page to see. Since XXXX of XXXX, Mr. Cooper has acknowledged their error, but has not refunded the full amount withdrawn from my escrow account. They have replaced {$400.00} dollars, but can not explain why the remainder has not been refunded. I contacted my insurer and their records show the check for {$620.00} was cashed in XX/XX/XXXX. Because the funding was withdrawn from my escrow over my objections, my escrow account now is short ~ {$400.00}. Mr Cooper has now raised my mortgage rate to pay for the delta that they caused by the improper withdrawal of funds. They are refusing to refund the remainder of the funding. They say they will not do so until the total amount of the insurance payment is refunded to them. This makes no sense as they have already refunded {$400.00}. This issue has now been ongoing for a year and despite regular calls to Mr. Cooper customer service and escrow departments, is not resolved.
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01/22/2020 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
To whom it my concern, The loss mitigation submission was submitted to the servicer Mr. Cooper on XX/XX/2019 and was confirmed received by the servicer on XX/XX/19. On XX/XX/19 the servicer confirmed they never opened and reviewed the new submission as due to the file being denied from a previous submission from XX/XX/2019. On this day a new review was opened up with the submission from XX/XX/19 with updated income documents included. This review was denied due to missing documents. On XX/XX/19 a newly updated package was sent with all updated documents. This file stayed in review pending an issue with the 4506-t in which we sent to them 5 times however it kept getting rejected by IRS for an unknown undisclosed reason. On XX/XX/19 I confirmed with the servicer the 4506-t was finally accepted and the file was pending a decision. On XX/XX/2019 the file was denied for excessive obligations. The file was resubmitted with updated income showing a change in circumstances on XX/XX/2019 and denied again on XX/XX/19 however when it was denied I requested we go over the financials and at this time noticed they were not using the income and expenses from the submission dated XX/XX/19 they were using the numbers from the file submitted back in XX/XX/19. I advised there was a financial change in circumstances and the submission sent on XX/XX/2019 needed to be the one they were reviewing. On XX/XX/2019 I submitted a complaint to the escalations department stating they have not been using the correct income and expenses and also attached another copy of the XX/XX/XXXX submission for their review. To date I have not received a response on my escalation at all and was told by the servicer I will need to resubmit the entire file again although I just sent it a week prior. Also in the process of getting the run around with the loss mitigation review and miscalculating the income and expenses the lender sent a notice showing the investor as someone completely different than who it is. I called the VA and confirmed the loan is 100 % a VA loan however the investor they are showing does not reflect the VA.
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12/20/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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We had an insurance claim on our primary home, nationstar mortgage now known as Mr. Cooper has been managing our claim funds of over {$100000.00} for over two years now. They have been extremely difficult and at many times delayed the disbursement of funds which has also delayed the reconstructions of our home. This company caused us incur extra expenses which they have not reimbursed us for yet. This is our second time complaining about this company to your office. Our main issue now is the remaining of the escrow funds left from our insurance claim has been sitting in their " escrow/loss draft '' department for months, after our several attempts in getting Mr. Cooper to apply those remaining funds into the principal of our mortgage loan. We have called multiple times and have spoke to their loss draft department which are in charge of our insurance claim funds and we explained the reconstruction of our home has been completed for quite a while and we specifically asked them to please apply the left over funds of over {$8000.00} into the principal balance of the mortgage loan. At one point we were told this would be completed within 5 days. We called six week later as this was still not completed, we spoke to the same gentleman XXXX in loss draft department and he gave us unreasonable excuses as to why this was not done. He promised to call us back in a week and as of today it has been over 4 weeks since our last conversation with him. We ask that Mr. Cooper provide us with a detail report of all the funds to our insurance claim and to apply all left over funds into the principal balance of our mortgage as previously requested. We are extremely upset with this servicing company on how they have handled our claim funds. Even after two years since our claim, they continue to delay disbursement of our funds even when we simply ask to apply them towards our principal balance. My husband and I want your office to review in detail how these funds have been handled as we are afraid they have mismanaged our funds. This servicing company should not be allowed to handle insurance claim funds.
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11/09/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
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hi there again, we are having an issue with our bank, that's why i opened a bank account. But unfortunately my old bank hold my money. they never pay our mortgage, so what happened. i called up them, coz my nephew XXXX XXXX, that his credit score went down to XXXX points. And he aware XXXX we have some difficulty paying mortgage last XX/XX/XXXX. Now, it happened happened, my previous bank never pay our mortgage on the XX/XX/XXXX. So, it was returned, I called up Mr Cooper from Customer Service to dispute the reported to Credit Bureau for missing a month payment, last thursday at XXXX XX/XX/XXXX. Just to verify if they reported us to the Credit Bureau. Per their customer service, they never reported us especially my nephew XXXX XXXX, nothing to dispute. So, again wrong confusing information. Yesterday i spoke with XXXX, she connected me to Loan Litigation, that person name XXXX, he intimated me that they will reported us for delinquency of mortgage payment. Instead of giving us some option, he trying to scare me, which made my XXXX XXXX XXXX. Honestly, my concern only not to be reported to credit bureau for my nephew XXXX XXXX, XXXX he has plan to relocating soon. We are about to do Loan Assumption but they giving us a hard time/difficulty. So, we don't proceed anymore. Our plan is to do " Refinance '' next year so it will totally transferred to our name, since our deed has been transferred to us only the mortgage was not yet.
All i want is to give us the right information. they need to train their people how to deal with us, if we need to be feel comfortable not to worry. And need consideration. We will never go back to foreclosure issue. It's just i had issue with my bank. Need a consideration, not to intimate or feel scare what will happen to my nephew 's credit score. Need them to be informative, to be trained and give some option, if we need some help not to feel us scared.
We need help, to let them understand customer 's personal issues. Be understandable, we will not allow to loose our home, it's just need a little consideration. Not to report us to credit bureau already.
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07/13/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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This is a follow up to complaint XXXX, relating to and ACH failure by Mr. Cooper and their third party ACH provider beginning with the XX/XX/XXXX payment, that was closed with an unsatisfactory resolution. These issues continue today, as Mr. Cooper continues to attempt to charge me fees for an NSF that never occurred, the ACH block was their internal failure. I have had to correct my billing statement every month since the original complaint in XXXX and they have not corrected their issue. They are acting in Bad Faith and owe me for my time and effort, as well as mental stress to continually correct their mistake. I am attaching transaction history that shows that the original complaint issue is still occurring, as well as written communication from them stating that they corrected my XXXX payment, when they have not. I believe that this is a straightforward case of Fraud on the part of Mr. Cooper, as they have not corrected their issues within 3 months.
I have attached the following that show Mr. Cooper has no intent to correct or adhere to lawful application of their fiduciary duty as a Mortgage Servicer : 1. Letter dated XX/XX/XXXX stating that they have corrected my payment on XX/XX/XXXX ( this is factually incorrect, as of today, XX/XX/XXXX, this payment has still not been corrected.
2. Emails between myself and XXXX XXXX that show that she told me she would correct these issues. She did not do this and has subsequently ignored my follow up emails to deal with this.
3. Transaction history dated XX/XX/XXXX detailing the repeated failures of Mr. Cooper to correct the issues related to my account that began XX/XX/XXXX.
I have made over 8 phone calls to the Mr. Cooper XXXX Customer Service Line, filed a complaint with the CFPB and followed up with repeated emails to Mr. Cooper. None of these has achieved the outcome of correct application and, hopefully, punitive damages to Mr. Cooper for their pathetic oversight and adherence to the law. This has caused undue stress, aggravation and worry on my part.
Your help in rectifying this is situation.
Sincerely, XXXX XXXX XXXX
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09/20/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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My original first mortgage with XXXX XXXX XXXX was sold to Nationstar without my consent or advanced notification. It took Nationstar 1 year to get loan information into their computer system. During this year, they refused to accept mortgage payments as did XXXX. Nationstar stated they had no account for me. When they finally got my info into their system, they pinged my credit reports with late payments!! This caused me no option but to stay with Nationstar.
In XX/XX/2017 my loan came to end and I requested a new loan or refinance. They agreed but never got me the documents I requested. They refused to accept any mortgage payments and again pinged my credit report with late payments. Early this year, they refused to refi my home and now put in into Foreclosure on XX/XX/XXXX. I am in the process of refinancing with another lender, but they will not give me the extra time to close this loan. They will be selling my home and putting me on the street with no place to live.
Also, they were supposed to notify me in writing that they were foreclosing and I never received any notification. They also said a XXXX Country Sheriff hand delivered a notice to me personally. That also never happened. What did happen was they sent a notice to a former attorney I ceased working with earlier in the year. I notified Nationstar of this on numerous occasions verbally and in writing and they neglected to change their records. When they finally got my loan info, they misclassified it as a HELOC and refused to refinance a HELOC. I tried for over a year to prove to them it was my first mortgage and after much effort on my part, they finally agreed they were at fault.
Also, I had severe storm damage to my home on the tornado force storms on XX/XX/XXXX and XXXX of this year. My insurance company approved the repairs. Nationstar has the insurance monies and refuses to release the funds to my contractors. The roof is near collapse. I need Nationstar to give me the time to close this new loan and keep my home which I have had since XXXX and get the repairs complete. This is most urgent!!! Please expedite.
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03/11/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Older American |
I fell behind on my mortgage payments. I called, emailed and mailed letters to the servicer for XXXX XXXX XXXX XXXX XXXX I applied for a loan modification 3-4 times in XXXX, I was denied 4 times for NPV. I appealed the decision and was granted a temp loan modification. I noticed that the Temp loan modification payment was very high, I assumed this was part pf the plan to get me caught up considering I had paid the servicer {$24000.00}, prior to being denied for the first 4 loan modification. I paid the 3 Temp loan payments that were {$4700.00} per month, which was not and is not my loan payment amount. On XX/XX/XXXX a loan packet was left on my porch, reviewing the detail the packet says I had until XX/XX/XXXX to return the documents, which made no sense to me seeing that I didnt receive them until late XX/XX/XXXX and they were left on my porch. how does this company give less then 1 week to return documents After reviewing the detail my fear was correct the loan payment increased significantly, I then noticed that the reason for the huge increase was because my loan that was good until XXXX, now says its due in XXXX, 10 years were removed from my loan. This is not a loan modification at all, so I called and spoke several agents who also cited this must be an error why would we remove the 10 years. I sent in 4 letters asking for clarification to be told in writing that this was not a mistake this is my new modification I respectfully declined the offer and asked for a manager via a phone call.
Based on my research and in the servicers site it says that loan payments can be moved out to help the borrower stay in the home why am I being targeted with a huge increase due to this grotesque increase I am unable to afford my home. The payment increased by {$1400.00} so instead of paying what should be {$3100.00} or less the payment is now {$4700.00}, I am a retired XXXX year old senior citizen. I ask how is this a loan modification to help borrower by accelerating the payments. I am asking for a correct loan modification that is feasible and reasonable. My request has gone unanswered.
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05/22/2021 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
Nationstar DBA Mr. Cooper has unethical accounting practices to attempt to mislead the courts when a client files a Chapter XXXX bankruptcy repayment. I have been attempting to resolve a matter related to an accounting error in a ledger Mr. Cooper shares with its local attorneys at XXXX XXXX since Fall XXXX. it appears that every three to six months this error in a ledger just continues to pop back at XXXX XXXX to increase fees and attempt to misleading everyone reviewing the finding. I have had to file several complaints with the Consumer Financial Protection Bureau ( CFPB ). Anyone reviewing the complaints will see that Mr .
Cooper has only provided attempts at misleading information to favor them. Just be advised this company knows which states to pull these misleading practices. Review fines paid to the CFPB over the last 10 years, It has been investigated and noted that the accounting system for Mr. Cooper does not accurately account for most bankruptcy repayment cases. See ledgers.
If compared Mr. Cooper 's attorney could have this matter corrected asap. But it appears that misinformation and additional fees are what both parties want. I have provided receipts dating back to XX/XX/2019. Still, no one at XXXX XXXX or Mr. Cooper is willing to correct this error in accounting. Please compare the realigned ledger with the ledger emailed by XXXX XXXX. You will see that one incorrectly placed line in an excel ledger can cause cascading errors in accounting.
It is important for all bankruptcy repayment plan clients to review their statements in fine detail for accounting errors and additional charges.
Attachments : - realigned payment sheet - XXXX reply letter XXXX - XXXX XXXX XXXX ** Please note this response letter was sent to my attorney 's office after I requested the status of correction of errors in the ledger. ** Please review my complaints with CFPB for Mr. Cooper at least two have gone unanswered ( even after 6+ months ) and at least four other attempts to provide misinformation that does not compare with the audio recording of the Mr. Cooper bankruptcy department.
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02/25/2021 |
Yes |
- Debt collection
- Mortgage debt
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- Communication tactics
- Frequent or repeated calls
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Web |
Servicemember |
On XX/XX/XXXX, my wife called the Mr. Cooper call center responding to several persistent and obnoxious phone calls from them. My concerns are these : 1 ) In XXXX of XXXX, we applied for a forbearance under the auspice of economic relief related to COVID-19. It was represented that our payments would not be forgiven, but rather, our payments would be applied to the end of our loan. There was no discussion or disclosure related to the necessity for " modification ''. Therefore, Mr . Cooped failed and misrepresented pertinent information related to COVID-19 Relief.
2 ) Mr. Cooper persistently, unnecessarily and obnoxiously calls everyday. There are no messages left and when we call back, the inept customer service department can't seem to access notes or records to understand why Mr. Cooper was calling us in the first place.
3 ) On XX/XX/XXXX at approximately XXXX XXXX Mountain Standard Time, my wife called XXXX and spoke to a woman who alleged herself as a customer service representative, but her behavior would suggest something different. Regrettably, we don't recall her name, but any competent call center manager would be able to search the records for either my wife 's phone number or our account number, on this date and approximate time, to find the recording.
Anyway, the female employee 's conduct and demeanor was beneath any acceptable professional standard of customer service. She was rude, condescending and habitually interrupted my wife who was attempting to ask questions and understand the situation related to our mortgage account.
The female employee also alleged that our mortgage is " delinquent '' ( which it isn't ). The female employee 's assertion that our mortgage is " delinquent '' is either a misrepresentation on her part, or Mr. Cooper as a corporation misrepresented the terms of the forbearance related to COVID-19 relief. Either Mr. Cooper is at worst are deceptive about their COVID-19 relief, or at best they violated the Fair Debt Collection Practices Act by misrepresenting that our loan is " delinquent '' and calling to harass us multiple times a day.
|
07/10/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Unable to get your credit report or credit score
- Other problem getting your report or credit score
|
|
Web |
|
I financed the purchase of my home in XX/XX/2022 with a mortgage loan from XXXXXXXX XXXX, which sold the loan to XXXX. Starting with the XX/XX/2022, payment, Mr. Cooper ( aka Nationstar ) acquired the servicing rights.
I paid the monthly payment of {$3700.00} via XXXX on XX/XX/XXXX and on XX/XX/XXXX, and Mr. Cooper acknowledges receiving both payments. However, when I checked my credit reports with the XXXX national credit bureaus, the payments have not yet been reported. I called Mr. Cooper yesterday and was advised the XXXX payment would be reported at the end of XXXX and the XXXX payment at the end of XXXX.
The consumer loan XXXX XXXX with the national credit bureaus requires prompt reporting of payments for the system to work. Creditors review credit reports during underwriting, and loan payments reported 2 months after the payment were made frustrate the system. If I'm in default, a lender reviewing my loan needs to see that information promptly -- not XXXX weeks later. And if I'm making timely payments, the creditor needs that information in support of its credit decision.
The reporting of timely loan payments will boost my credit score, especially with a large mortgage loan, to which the credit scoring models assign a high weight. My credit score took a hit because of the credit inquiries when I applied for the mortgage and because a large loan amount was reported for the first payment in XXXX with the initial servicer ( XXXX XXXX XXXX ).
It is baffling and frustrating that Mr , Cooper waits around XXXX weeks to report my loan payments. Section 623 of the Fair Credit Reporting Act requires furnishers to report accurate information to the consumer reporting agencies. It is potentially a violation if Mr. Cooper waits XXXX weeks to report my loan payments because stale information is arguably inaccurate in the context of a consumer loan XXXX XXXX that needs recent payment information. My current loan balance is {$530000.00}, but the credit bureaus list it as {$530000.00}. This is inaccurate because it does not reflect the XXXX and XXXX payments. See FCRA section 623.
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12/19/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
|
My mortgage company 's Attorney failed to send crucial and extremely important documents to my husband and myself. This despicable tactic took place both in XXXX and XXXX of this year. While in the middle of a judicial court battle, this attorney certified that on XX/XX/2019, a true and correct copy of the Memorandum of Opposition was served by U.S. Mail, first-class postage prepaid, to my husband and myself at our address. These documents NEVER arrived in the mail. When we inquired of this attorney, she claimed she was not required to send these documents as certified mail, which would have the ability to be tracked. She stated in an email, the following, " The package gets prepared and then sent to our clerk to mail out. It goes out via regular mail. It is not anything I can track. I do have the pkg I scanned in and sent for mailing, along with my signed certification that it was mailed out. There wouldnt be anything else I can provide youas it is not certified mail, nor is it required to be. '' This despicable tactic again took place on XX/XX/2019, as this attorney certified that a true and correct copy of the Motion for Summary Judgment was served by U.S. Mail, first-class postage prepaid to both my husband and myself. Once again, these documents NEVER arrived in the mail. When we again contacted this attorney as to why she never sent these documents to my husband and myself, she stated in an email, the following, " Here is a copy of the Motion for Summary Judgment we filed, mailing certificate on page 78. Certified mail is not required, only regular mail is. I dont have tracking I can provide you, all that is required is the certificate of mailing. '' Ironically, these documents arrived to our local court with no issue. It would be literally impossible for all 4 of these mailings to have been lost in the mail which were SUPPOSEDLY sent separately to my husband and myself. The XXXX mailings were 79 pages. The type of packaging these 79 pages would have required should have a bar code and should be very easy to track through the postal service if they had in fact been mailed.
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04/09/2019 |
Yes |
|
- Trouble during payment process
|
|
Web |
|
My husband and I have made several attempts to contact Mr Cooper regarding our now delinquent tax bill, which was due on XX/XX/2019. I will attached my statement from XXXX, which was my previous loan servicer, which shows that they indeed did not pay the tax bill out of our escrow account, and Mr. Cooper now has over {$3500.00} in escrow and should be paying this bill. Their records indicate that XXXX paid the tax bill. It is not paid.
I have contacted them on several occasions by telephone and still have received no correspondence or action regarding the the above referenced tax bill.
Here are the correspondence as follows : XX/XX/2019 at XXXX Phone Call This was our initial call in which we addressed the tax bill was not paid. We were told that they would be passing the information to the tax department for review, and they were going to contact the county and handle the payment. Then we would receive confirmation of that payment.
XX/XX/XXXX Phone Call On the second attempt to contact Mr Cooper, we were told that the information was never sent to the tax department, and that the would now be sending the tax information, that someone would be contacting us regarding the tax bill. We never got any calls or correspondence back, and the tax bill was never paid. Their records indicated that the tax bill was paid by the loan servicer, my attached document is proof the previous loan servicer chase did not pay the tax bill through escrow. I asked for documentation that the information sent to the tax department called a XXXX be send to me. They refused to send this documentation to me.
XX/XX/XXXX approx XXXX - Phone Call On my third attempt I asked that this be taken care of, and that the tax bill again would be paid. The person I spoke with one the phone told me she was accelerating the situation and that I should be getting a call back from a supervisor. After 24 hrs, I still have not gotten a call from a supervisor, or any calls back or confirmation that my tax bill has been paid, much less addressed.
XX/XX/XXXX : XXXX - Faxed Letter and Tax Bill to Tax Department at XXXX.
|
02/14/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Problem with personal statement of dispute
|
|
Web |
Servicemember |
My current credit report indicates 6 late payments. They are all attributable to Mr Cooper ( previously NationStar ) reporting which was the servicing entity for my mortgage at the time.
In XX/XX/XXXX, I contacted Mr Cooper Customer Service to discuss my concern about receivables that were affected by the government shutdown would delay payments which would directly affect my ability to make a timely mortgage payment. I was instructed to make what payments I could and they would work with me. I missed the XX/XX/XXXX payment deadline because of the receivable payment delay, but made extra payments and was completely caught up by XX/XX/XXXX. They reported late payment for months 1, 3, 5, 7 and 8. Payments were made within the 30 days of those months, but the " late '' amount from XXXX was not fully caught up. When bringing to their attention the missing months of 2, 4 and 6 of this process, the responses was that their " system '' generated the credit reporting and nothing could be done. All the other subsequent months reported were a result of Mr Cooper 's application of received payments starting in XX/XX/XXXX, so the monthly payments were made and received within 30 days of due date, including associated late payment fees. So there was no ability to provide the reason for the subsequent monthly reporting entries made.
In XXXX and XX/XX/XXXX, the sale of the property administered by Mr Cooper was under contract to be sold with a closing date of XX/XX/XXXX. During this time, the title company was in contact to determine loan payoff for the purpose of clearing title at closing. Title company submitted payment for remaining balance of mortgage to Mr Cooper, via XXXX, on XX/XX/XXXX but was not processed until XXXX. Initially, Mr Cooper reported XXXX as being late, but then agreed to address the error. They addressed it by making the XXXX payment late since it didn't get posted until XXXX. Property was closed on XX/XX/XXXX, title company forwarded payment based on information from Mr Cooper, but account was still reported as late because payment in full was not posted in XXXX.
|
09/14/2021 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
Older American, Servicemember |
XX/XX/XXXX of 2019 my last job ended leaving me with zero income.
I left that job because I was not getting paid on time and sometimes had to wait weeks or a month for my pay which was making me late for my house payments.
At that time, as you can see by the XX/XX/2019 statement, I was current.
Unknown to me, in a few days ( approximately 60 ) the entire global economy would shut down making it impossible to find work.
Here we are nearly 2 years later, and I'm trying to come out of my mortgage forbearance only to be denied for insufficient income and I still can not find software work even though I have sent out nearly 100,000 emails to all of the high tech companies hiring people like myself as shown on this page that I developed.
https : XXXX Mr. Cooper did not even use my income to make this statement.
My income is {$1100.00} per month via early social security which is expected to increase by approximately {$75.00} with the cost of living allowance.
Knowing I was in trouble, I moved into my garage and rented out my house for {$850.00} per month to wonderful tenants who pay on time every time.
And they pay half of the utilities as well, so my income is about {$2200.00} per month instead of the net income they show me having of {$1100.00}.
And the car payment of {$600.00} per month is no longer because I let it be repossessed in order to save the house.
I was denied the first time, so I appealed only to be denied for insufficient income and told that I was ineligible for a forbearance modification because I was delinquent before the forbearance period was approved.
I have nowhere to turn and I do not want to be another homeless veteran statistic and now I have my renters to consider as well.
If you know of anybody who can help, please share this with them as Mr. Cooper seems to only want the house to profit from my situation.
I have written to the VA 's own counselors at the following website but never even received a response.
https : XXXX I have attached all the documentation I have on this and I desperately need help.
Respectfully, XXXX XXXX
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07/09/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
To whom it may concern, On XX/XX/XXXX an electronic payment was made to Nationstar Mortgage ( aka Mr. Cooper ) from XXXX XXXX via Bill Payer. This payment was accidently made to a paid off mortgage ( loan number XXXX ) via a Bill Payer app. The loan was fully paid off in XXXX of 2020 however the electronic payment method was still available in my banking Bill Payer app which is how the mistake was made.
Since that errant payment was made to Mr. Cooper several attempts have been made to return the funds back to my XXXX checking account working with the Research Department at Mr. Cooper. The first case with Mr. Cooper was opened on XX/XX/XXXX ( case # XXXX ). In working with Mr. Cooper I was asked to provide proof of payment and a 30 day transaction log with XXXX letterhead from my checking account. All of this was provided to Mr. Cooper promptly. In addition a case was opened with XXXX ( via Bill Payer ) to verify the payment was successfully transferred from XXXX account via Bill Payer ( Bill Payer Case number is XXXX ). During a 3-way call with Mr. Cooper and Bill Payer, the proof of the transaction including transaction numbers and partial account number which matched my account was provided to Mr. Cooper. Yet, Mr. Cooper stated they have no record of the transaction even though proof of a successful transaction was provided. In fact, proof of the successful transaction was provided about 4 times on multiple calls. At this time there is still no resolution to return the funds ( {$1700.00} ) to my account.
Representatives I worked with at Mr. Cooper were : XXXX XXXX - Escalation manager ( XXXX ) XXXX XXXX XXXX XXXX - Escalation manager ( XXXX ) XXXX XXXX In summary there is no resolution. Mr. Cooper has not provided any proof that the payment was returned back into my account only that they said they did not receive it. However the {$1700.00} was deducted from my account and proof that the transaction as stated earlier was successfully received.
Please assist with getting this resolved as it is a very impactful amount of money to our family.
Thank you XXXX XXXX XXXX
|
09/01/2022 |
Yes |
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
|
XX/XX/XXXX to current there is a lot going on to summarize I am being forced into foreclosure no fault of my own. I have lost my loan to purchase a home because of this mortgage that is not in my name yet. It has been sold 4 times from XXXX XXXX XXXX XXXX XXXXand now RightPath servicing XXXX I have provided all documentation and everything asked previous companies dont give the files so I have to start back at 1 every time. Now I have been providing files since XX/XX/XXXX via email and my app uploads and the files are denied then I turn in the same files numerous time then it accepted half the time they wont speak to me and wont accept any payments my credit history is not being acknowledged I am forced to their terms they wont accept cash offers of {$30000.00} or borrow assistance money. Then they call me saying yes we have all we need but I am still in the first stage of modification which was my only option they wouldnt allow me to refinance in my name and start fresh forced to their terms. When I tried to sell the home and move on it was selling for less because its not worth XXXX and I was told I owe the rest. I am going broke fixing things that they wont cover under the home insurance but I still owe the back mortgage of {$10000.00} that I cant make payments on. My realtor told me last Wednesday when I showed her the house and whats going on that whats happening is illegal I just need help to stop stress I told them Im not give the same files that you already have again if the process cant move forward I have to take legal action. Then I was called again to turn in the same files I refused. They also make calls to non owner speaking about my house so they called me on 3way asked them to not call their phone about her house just call her. I had XXXX in my savings and have put XXXX into this house that is about to be taken from me for no legal reason I have purchased and sold a house faster then whats going I have gave it all the time I could I just want to be treated fairly but this is discriminatory and I never use that term but is obvious. Help me move forward please
|
08/19/2022 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
This is not a matter that I need personally resolved. I am fine. I have not fallen for what I view as the predatory behavior of Nationstar DBA Mr. Cooper. Rather, I simply would like to draw this to the attention of the CFPB because in my opinion its despicable, wrongful, predatory, misleading, and for all I know perhaps it is illegal.
A few months ago the servicer and owner of my VA Mortgage ( XXXX ) transferred ownership of the mortgage servicing rights to Nationstar DBA Mr. Cooper. Previously, they had been the sub servicer.
Since then, the new loan servicer ( Mr. Cooper ) has been trying to get me to refinance my loan by sending me monthly solicitations. In my view, they are not doing so in good faith. For example, today I again received a flyer in the mail from Mr. Cooper which says : Now that youre a Mr. Cooper customer, well be keeping an eye out for ways to make your loan even better.
Keep in mind that I am only their customer involuntarily. In any event how does Mr. Cooper propose to make my loan even better? By replacing it. Yes, according to these guys, my loan will even better if I engage in a cash out refinance. So my loan ( 30 year VA fixed at 3 % ) would be replaced by their loan on terms XXXX but certainly not at 3 percent.
If they want to send advertising to their captive customers I suppose thats their privilege, but it should not be ok to do so in a manner apparently intended to entice potentially gullible customers with what ( in my opinion ) are lies. If my loan is to be replaced, as they propose, it could not be even better because it would no longer exist. Further, putting that silly rhetoric aside, it is simply false by any reasonable standard to suggest that the loan they are proposing is even better than the one I have.
As I said above, this is not a personal problem for me. I am not fooled by this. I have no interest in refinancing and would never voluntarily enter into a new relationship with Mr. Cooper. I simply want to suggest that the CFPB might want to look into this kind of advertising by this company. It really is unconscionable.
|
01/15/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
Mr. Cooper purchased my home loan the last week of XX/XX/XXXX. I paid my mortgage payment of XX/XX/XXXX to my pervious mortgage servicer because I had not received any notification. A letter from Mr. Cooper dated XX/XX/XXXX was sent to me, but I did not receive it until XX/XX/XXXX. I followed the instruction in the letter to setup an online account. I discovered at that time, they had my account reported as " Past Due. '' I contacted them immediately and told them that I made the XX/XX/XXXX payment to the previous servicer. I was told they would not charge a late fee, but that I would be reported to the credit bureau if a payment was not received by XX/XX/XXXX. I made two XXXX payments and now I am responsible for the XXXX payment. I provided them with an account history, payment confirmation, and a bank statement and they still will not credit me for the XX/XX/XXXX payment. I have sent chat messages and made several phone calls and they have not resolved the issue. I provided the account history and payment confirmation from the previous servicer on XX/XX/XXXX through the secured messaging system on the Mr. Cooper website. I provided these same documents again along with a bank statement with the mortgage payment highlighted on XX/XX/XXXX through an email to XXXX after a CSR name " XXXX '' told me that nothing has been done with the previously submitted documents. I am always one payment behind because they will not give me credit for the XX/XX/XXXX mortgage payment. I can not afford to lose {$1300.00} because they purchased my loan and sent notice of this action after I paid the XX/XX/XXXX payment to the previous mortgage servicer. They refuse to work with me and only threaten to report me to the credit bureau if I don't continue making this extra payment month after month. I have provided all requested documents and made the extra payments to give them extra time to complete their work. They chose to buy my loan, and even though I had no choice in the matter, I am being threaten with Past Due notices and warnings about my credit when it all goes back to their negligence.
|
03/31/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Older American |
My loan has been sold at least 4 times since XXXX, I ended up with a Company called mr. Cooper.
Since XXXX, our insurance company has sent documents to prove that the property has continuous insurance coverage.
Mr. cooper sneaked the account into insurance escrow, and reallocated additional monthly payment, off and on when one is too busy to catch it. My account should never be escrowed as I pay all taxes and Insurance yearly.
I have spoken to, at least 20 people over the past 4 years, as at times my normal payment was received, but reported as late or past due, because of the added escrow amount on the standard automatic bill pay payment I had set up with my bank.
This year, I was determined to bring this stressful deceitfulness to a head.
I got my insurance agent and mr. cooper escrow representative on the line, I waited from XX/XX/XXXX to XXXX, for all insurance documents to be resubmitted and received with acknowledgement from XXXX in the escrow Dept, who finally promised the escrow flag will be removed from my account, and a refund will be sent. Ive had to make another 5 calls since then to get a response about my refund check.
It is now XX/XX/XXXX, I still have not received my refund, nor a return call from Ms. XXXX, at XXXX, the supervisor of the complaint Escalation Dept I spoke with her one time only, she confirmed the escrow was removed from all of their various data base, and promised to get the escrow department to send my check promptly, that was since XX/XX/XXXX when I spoke to her, she promised refund will be received by me by the latest XX/XX/XXXX.
I have been leaving her messages since for XXXX, she has not returned my call. I have been giving the run around for the refund of a minimum of {$1600.00}. Plus I truly believe mr.cooper is a deceitful company that the government must pay very close attention to. Their company is set up so that the left hand has no knowledge of what the right hand is doing, but I believe it is their perfect design to prolong resolving issues, to wear down the consumer. The employees know about their tactics of deceit.
|
11/24/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
- Payment process
|
|
Web |
|
Ever since our home loan being switched to Mr. Cooper, we have had to call each month to request that they apply our funds correctly. Each month I receive harassing e-mails, text messages, phone calls, and voice messages throughout the work day stating we are late on our monthly mortgage payment. We are actually one month in advance of our payments ever since being moved back in XXXX of 2023. Our first payment was due XX/XX/2023 and to ensure that our payment would be on time started to make payments in XXXX. XX/XX/XXXX and then again at the end of XXXX to make the full payment for XX/XX/XXXX. Ever since making payments early and partially, Mr. Cooper has not been able to apply them to make a full and total payment each month and was being told each time I called to ask them to correct this, each representative, until today, has told me that it will be fine, they will make notes in the account and that there is NOT a penalty or issue with making early/partial payments. Today I was told that I am going to have this issue going forward and have to call EACH month, as the system does not apply it correctly. I tried to Confirm with XXXX XXXX at Mr. Cooper that I appreciate his honesty as this is the first person to state that this issue can not be corrected and will continue to happen and be harassed unless we make a separate account and hold the fund in our own account until we gather enough to make a full payment. Again, I reiterated that we are a month in advance of our home mortgage payments and was told that there is no penalty to making payments early or partial. He said I will continue to have this issue if I do not make a change. I shared that I am the customer and am doing my part to make my payments on time and early and I do not have thousands of dollars or access to their system to ensure my payments are being applied correctly and that is Mr. Cooper 's concern. I also am allowed to pay whatever amount I choose and whenever I choose. This is not something the company Mr. Cooper is to dictate to the customer. I have never had this issue with the previous lender.
|
08/01/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
On XX/XX/2018, my divorce was official. As part of my divorce I wasn't required to refinance my mortgage ( no equity ) at that time. The agreement between my ex-husband and myself was that once the kids graduated I would refinance. In the meantime, my ex decided to file for bankruptcy but was told that it wouldn't affect me. My mortgage servicer Mr. Cooper ( mrcoooper.com ) completely shut down my online access to my mortgage loan. The attorney for my ex sent a letter directly to Mr. Cooper on XX/XX/XXXX telling them to give me back my online access. I called on XX/XX/XXXX and was told that I could submit a copy of the letter to the researchincoming mailbox at Mr. Cooper. I called back on XX/XX/XXXX to find out the status and make my XXXX payment ( since I couldn't do it online ) and was told that I wouldn't be getting my access back. I understand the bankruptcy laws as they apply to him, but what about me? I have never been late on a payment. Do I no longer have any rights to my loan information online? Not that the creditor cares, but my divorce decree states that I am responsible for the loan and I have also submitted information to them along with how the tax reporting should be done going forward which was working great. Now while I can get information if I call in, I can't submit a payment online or look at any past statements that I can only access through my online account. They want you to sign up for electronic statements but are quick to remove the access to them. I couldn't find anywhere in any regulation that state that communication needs to stop with all parties regardless if one party did not file bankruptcy. The bank for my second mortgage just had me sign a document indicating that I wanted my online access back and took care of everything. It worked out perfectly. Also, I was told that the credit bureau reporting would be turned off. While the account internally may be marked as bankrupt, I am not past due nor am I in bankruptcy so I would hope that the credit bureau reporting is accurate. They can list my ex as bankrupt but should not be listing me.
|
06/17/2021 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
|
I had to file Ch XXXX bankruptcy in XX/XX/XXXX because my husband was unemployed from XXXX XXXX XX/XX/XXXX and I could not pay all of the bills on my income alone. He started working in XX/XX/XXXX and lost his job in XX/XX/XXXX. He applied for Unemployment but was denied because he had not worked long enough. From XX/XX/XXXX - XX/XX/XXXX my hours were decreased due to XXXX, and from XX/XX/XXXX - XX/XX/XXXX I had to go on XXXX and I fell off payroll and did not receive a paycheck at all! I used my stimulus checks and tax return to pay utilities and buy groceries, but I had nothing left! I was unable to pay my Ch XXXX payments and I contacted my attorney and informed him of the situation of my income. I received a letter from the courts last week stating my bankruptcy has been dismissed!
Last week, I received a notice from Mr Coopers attorney, XXXX XXXX XXXX stating as of XX/XX/XXXX the protection for motion to stay was no longer in effect and I assume the foreclosure has restarted. I contacted Mr Cooper and told them that my attorney had not responded to me, and I was going to the bankruptcy courts to provide them verification I was unpaid for 3 full months because I was out on XXXX. However, I thought my forbearance did not expire until XX/XX/XXXX. The guy stated he would update the system and inform their attorney XXXX XXXX XXXX. On today, XXXX XXXX ( my bankruptcy attorney ) contacted me and said we have a court date for XX/XX/XXXX to reinstate my bankruptcy but the mortgage arrears will not be eligible to be included now?!?! I dont understand why not, and I told him as of XX/XX/XXXX I have been terminated from my job & I have applied for Unemployment. Online, it shows my mortgage is now behind over {$40000.00} and Mr Cooper is also charging me over {$5000.00} for their legal fees, inspections, and other expenses that I was not made aware of, nor did I agree to pay!! Hardest Hit of Alabama is no longer taking applications and I am trying to get an appointment with Consumer Credit Counseling or FHA to get mortgage assistance & help with my car note and other bills.
|
11/19/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
|
Before the pandemic I was working XXXX jobs and lost the park time employment due to lack of hours during covid. This created a financialy hardship for me and I fell behind on my mortgage. XXXX - I applied for a loan modification on XX/XX/21 - On XX/XX/21 XXXX with XXXX XXXX told me my hardship application was complete and it would take XXXX days for a decision - On XX/XX/21 XXXX with XXXX XXXXr stated they are backed up which has caused a delay in the decision for my hardship request - On XX/XX/21 XXXX with XXXX XXXX submitted an escalation for clarity on the delay and how much more time could be expected. She communicated a XXXX business days response time - On XX/XX/21 XXXX with XXXX XXXX stated the escalation was still open and that was the XXXX business day so to call back XXXX - On XX/XX/21 XXXX stated the escalation was still open and there isn't anything they can do until the escalation is responded to and allow another XXXX weeks- On XX/XX/21 XXXX with XXXX XXXX stated my escrow analysis was completed on XX/XX/21 - On XX/XX/21 XXXX submitted an escalation asking for an update on the review and when a decision would be reached - On XX/XX/21 XXXX with XXXX XXXX stated the underwriting department started to review my application for a flex modification. When I asked what they had been doing from XXXX, she stated they review for all options to try and help me My hardship request has been denied for the following reason : Insufficient Monthly Payment Reduction. We are unable to offer you a modification because in performing our underwriting of a potential modification we could not reduce your principal and interest payment.
When I asked for clarity on how there was nothing that could be done, I was told that I am already at the lowest terms with a XXXX XXXX rate and {$1300.00} mortgage payment. When I asked why my mortgage statement shows XXXX XXXX I can not get a direct answer other than their system shows I have a XXXX XXXX.
I have included my reason for denial along with multiple mortgage statements that contradict what is being said to me over the phone.
|
12/06/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
|
|
Web |
|
This is not a duplicate nor is this complaint being filed by a third party, I am filing this complaint myself. Please see this complaint is processed to the letter of the law.
I have disputed this NATIONSTAR MORTGAGE LLC and it has not been corrected. The account is still reporting wrong on my credit report but it is already closed. The account has been closed since XXXX. However, the account payment status is 30 days late. The account payment status CAN NOT be 30 days late on an account that has been closed for XXXX. The account status is wrong and should be closed. Now, as required under Section 609 ( a ) ( 1 ) ( A ) Disclosures to consumers [ 15 U.S.C. 1681g ] ( ( a ) Information on file ; sources ; report recipients. XXXX and XXXX shall, upon request, and subject to 610 ( a ) ( 1 ) [ 1681h ], clearly and accurately disclose to the consumer. If the consumer to whom the file relates requests that the first XXXX digits of the social security number ( or similar identification number ) of the consumer not be included in the disclosure and the consumer reporting agency has received appropriate proof of the identity of the requester, the consumer reporting agency shall so truncate such number in such disclosure. & Section 611 ( a ) ( 1 ) ( A ) Procedure in case of disputed accuracy [ 15 U.S.C. 1681i ] ( a ) Reinvestigations of Disputed Information. If the completeness or accuracy of any item of information contained in a my file at XXXX and XXXX are disputed by the consumer and the consumer notifies the agency directly, or indirectly through a creditor, the Bureaus shall, free of charge, conduct a reasonable reinvestigation to determine whether the disputed information is inaccurate and record the current status of the disputed information, or delete the item from my file in accordance with paragraph ( 5 ), before the end of the 30-day period beginning on the date on which the agency receives the notice of the dispute from the consumer or creditor I want you to delete this misinformation on my file : NATIONSTAR MORTGAGE XXXX Date Opened : XX/XX/2007 Balance : {$0.00}
|
12/28/2019 |
Yes |
- Debt collection
- Other debt
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- False statements or representation
- Attempted to collect wrong amount
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Web |
Older American |
I HAVE BEEN INVOLVED IN A CHAPTER XXXX BANKRUPTCY SINCE XX/XX/XXXX. IT WAS SUPPOSED TO BE A FIVE YEAR PAY OFF. WHICH WOULD HAVE ENDED IN XX/XX/XXXX. XX/XX/XXXX NATIONSTAR MORTGAGE LLC / DBA MR. COOPER SUBMITTED A SUPPLEMENTAL PROOF OF CLAIM TO THE BANKRUPTCY COURT. ( DOCUMENTS INCLUDED. ) MY ATTORNEY FORWARDED THIS TO ME. I IMMEDIATELY RECOGNIZED THAT MOST, IF NOT ALL OF THESE ITEMS HAD BEEN PAID. I HAVE REQUESTED MANY TIMES ( AT LEAST 10 TIMES ) DOCUMENTS FROM XXXX XXXX, NATIONSTAR AND MR. COOPER. THE DOCUMENTS THAT I REQUESTED ARE AS FOLLOWS : 1 ) COMPLETE HISTORY OF THE TAX AND INSURANCE ESCROW ACCOUNT.
2 ) COMPLETE HISTORY OF THE RESTRICTED ESCROW ACCOUNT ( INTEREST BEARING ) THAT HELD THE PROCEEDS FROM MY XXXX XXXX XXXX PAYOUT.
3 ) PAYMENT RECORD FROM THE BANKRUPTCY CT. CREDITED TO MY ACCOUNT.
4 ) YEAR END STATEMENTS AS REQUIRED BY LAW OY MY ACCOUNTS.
AS OF THIS DATE THEY HAVE NOT FURNISHED THESE DOCUMENTS TO ME. AND I NEED THEM TO COMPLETE MY BANKRUPTCY CORRECTLY.
ALSO, I HAVE NEVER MI9SSED A PAYMENT TO THE BANKRUPTCY COURT IN THE 7 ( YES I SAID SEVEN ) YEARS THAT I HAVE BEEN DEALING WITH THIS. THIS CAN BE CONFIRMED WITH THE COURT AND I CAN SEND YOU A PRINT OUT OF THEM.
THE SUPPLEMENTAL CLAIM WAS LATER WITHDRAWN ( SEE DOCUMENTS ) ON XX/XX/XXXX BUT THIS HAS CAUSED MUCH CONFUSION, EXTRA ATTORNEY FEES, AND A LOT OF EXTRA TOME ON MY PART TO STRAIGHTEN THIS MESS OUT.
THE MORTGAGE COMPANIES CAUSED ME MAJOR TIME AND EXPENSE. I COULD NOT DO MY TAX RETURNS, WHICH ARE REQUIRED BY THE COURT, BECAUSE THE DID NOT SEND ANY YEAR END STATEMENTS UNTIL THIS SUMMER. I FINALLY HAD TO GET APPROXIMATE FIGURES FROM OTHER SOURCES TO DO THE RETURNS FOR THE COURT. THIS COULD HAVE CAUSED A " DISMISSAL ''. WHICH WOULD HAVE MADE THE LAST SEVEN YEARS OF MY PAYMENTS AND EXPENSES FOR NOTHING!
THEY HAVE ALSO ILLEGALLY TAKEN THE MONEY FROM MY RESTRICTED ESCROW ACCOUNT APPROXIMATELY {$23000.00}, WITHOUT MY CONSENT.
MORTGAGE COMPANIES ARE REQUIRED BY LAW TO KEEP ACCURATE RECORDS AND FURNISH COPIES OF DOCUMENTS TO THE MORTGAGE HOLDER. ALL THREE OF THEM HAVE TOTALLY DISREGARDED THIS FACT.
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12/22/2021 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
modification in XX/XX/2020 PA code 59.13 in relations to reasonable diligence was violated when i timely provide record of everything required for a modification was denied for timeliness of documents even though it uploaded and I emailed it to support my record and less than 90 days later i was offered another attempt at the same modification I then supplied updated financial information and all other information was good to go yet Mr. cooper needed another XXXX ( valid for 120 day ) and a authorization for XXXX ( same information ) and different criteria from the same loan months prior another affidavit another XXXX XXXX app done again WHEN they were the one at fault .. How can i supply you with emails of record and upload them and Mr cooper said they never received them but my email Shows when Mr cooper got them within the required time defined in this legal section Mr cooper has never taken into consideration the harm of not knowing what to expect or how to make informed decisions when one is at the brink of foreclosure and its very alarming. In this pa code 59.13 there is a subsection iv ) Facially complete application : and i met all those conditions in XXXX and my very last attempt this year ( when i stopped submitting my documents i then FILED WITH THE CFPB, XXXX XXXX XXXX XXXX XXXX ) So while i wait for " justice '' and this was ignored Mr cooper Runs out the clock and leave me with tackling a unfair amount that should have been negotiated XX/XX/2020 but Mr coopers Mail box didn't work at that time And this last attempt IS Mr Coopers gross negligence after their " charity forbearance '' My DOCUMENTS were sent on time and anything Missing would have been rectified the second time Mr cooper has purposely been evading to evaluate me on time and then ask me for information in a short period of time where there is no reasonable way it can be achieved .... I'm Flabbergasted that MR COOPER THINKS THAT I DONT KNOW THE PROCESS AFTER ALL THE PROCESSES IVE BEEN SUBJECTED BECAUSE OF MR COOPER XXXX TO ADMIT A MISTAKE time after time after time. BUT THATS NOT REDUNDANT
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07/07/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
Nationstar misstated to CFPB the process and corrective action Nationstar took in addressing the errors in my mortgage account. ( see attached letter ).
On XX/XX/XXXX, I made a payment of {$3300.00} one week prior to the payment due date. The escrow calculation had changed from {$1400.00} to {$1600.00}. Nationstar provided no explanation for why the escrow calculation inexplicably changed in XXXX, XXXX. Again, inexplicably, Nationstar changed the escrow calculation back to {$1400.00} in XX/XX/XXXX.
Secondly, XX/XX/XXXX I made two payments of {$3500.00} on the same date for a total of XXXX. One of those payments should have been credited to the principle balance after the other check paid interest and escrow. Instead Nationstar treated the two payments same. Each check was deposited as if it paid principle, interest and escrow resulting in double payment of interest and escrow on XX/XX/XXXX.
Nationstar provided no evidence that the escrow account reflected these double payments. Nationstar should have reduced the balance remaining by {$3500.00} using the second payment check but did not.
In XX/XX/XXXX, Nationstar screwed up the second payment for the escrow account by depositing the payment as a mortgage payment and had to reverse the payment for deposit into the escrow account.
I am now requesting a full refund of the extra {$3500.00} paid in XXXX that was not recorded correctly nor accounted for in the payment schedule as a reduction in principle. Nationstar overstated my remaining balance when paying off the mortgage to XXXX XXXX.
Nationstar miscalculated interest and escrow XX/XX/XXXX and therefore miscalculated the balance resulting in an overstatement of the {$3100.00}. This amount should be returned to me immediately with interest. The adjustments on XX/XX/XXXX of {$140.00} and {$200.00} also reflect that the payment in XX/XX/XXXX was sufficient to cover the mortgage due did not constitute a late payment of insufficient payment given those adjustments were not derived from other monthly mortgage payments. ( see attached supporting documentation )
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12/26/2018 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
I have been having a problem with my escrow account for the past 12 months. When we set up our mortgage on XX/XX/XXXX, in our Initial Escrow Account Disclosure Statement ( Attachment 1 ) it stated that our property taxes would be dispersed in two installments. The first installment was scheduled to be taken out in XX/XX/XXXX. The second installment was scheduled to be taken out in XX/XX/XXXX. Our mortgage company Nation Star Mr. Cooper instead dispersed the full amount in XX/XX/XXXX causing a shortage in our escrow account. In XXXX of XXXX we spoke with XXXX XXXX of Nation Star Mr. Cooper and after discussing their mistake we agreed to allow the shortage for the year of XXXX, despite the fact that this significantly raised our monthly mortgage payment. Mr. XXXX assured us in an email on XX/XX/XXXX ( Attachment 2 ) that the following year our property taxes will be dispersed in semi annual installments.
In XX/XX/XXXX we received our tax bill ( Attachment 3 ) that showed the option of paying semi annually or in one full installment. We decided to be proactive and verify that our property taxes would be paid semi annually by calling XXXX XXXX of Nation Star Mr. Cooper to confirm what had been arranged with Mr. XXXX the previous XXXX. She assured us that their previous mistake had been corrected. Ms. XXXX assured us of this over the telephone and in several emails ( Attachment 4 and attachment 5 ). She assured us that the first installment was already made and that the second installment would not be made until XXXX. On XX/XX/XXXX the second installment was made, though it should not have been made until XXXX. This mistake once again has caused a shortage in our escrow account. I contacted Ms. XXXX on XX/XX/XXXX and she told me that she shared my frustration and that she is working on resolving the problem and that we would get a refund of the second installment. After several days we had not heard from Ms. XXXX and on XX/XX/XXXX I sent her an inquiring email to which she replied on XX/XX/XXXX. Ms. XXXX 's reply stated that nothing could be done about this matter.
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01/11/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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RightPath Servicing has fraudulently charged me for insurance on my property.
I will keep this simple, as RightPath Servicing seems to have difficulty recognizing their responsibility, or more likely, evading answering the simple question, Is Hazard Insurance different from XXXX XXXX?
RightPath Servicing repeatedly took the position that my hazard insurance expired and I needed to purchase HAZARD INSURANCE in order to avoid them purchasing HAZARD INSURANCE on my behalf.
As RightPath Servicing has stated in their response, they were not responsible for sending a letter dated XX/XX/22, a letter I never received, claiming to have purchased XXXX XXXX on my behalf. I was only made aware of the XXXX XXXX policy when I attempted to make my XXXX mortgage payment on line and noticed I was being charged a {$1000.00} increase per month for this XXXX insurance. I immediately contacted my insurance agent and told them I had been charged for XXXX insurance after being repeatedly told by RightPath Servicing that I needed to purchase hazard insurance. I filed a complaint on XX/XX/22 and RightPath Servicing responded on XX/XX/22 with a thorough description of what it was they were actually requiring, a XXXX insurance policy AND NOT HAZARD INSURANCE.
RightPath Servicing expects me to pay for XXXX insurance they purchased after sending me letters, repeatedly, claiming I needed to purchase Hazard Insurance, not XXXX XXXX. My insurance agent could not make sense of XXXX position, from the repeated letters claiming the need for hazard insurance when I already had hazard insurance and sent RightPath Servicing proof of such.
The simple question to RightPath Servicing is, where, anywhere, is XXXX insurance described or referred to as hazard insurance?. In fact, I have provided language from the largest insurance providers in the country, stating hazard insurance is not the same as XXXX insurance.
How does RightPath Servicing justify charging for insurance that is completely different from what they requested I purchase?
This is either extreme negligence or, more likely, fraud.
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10/23/2023 |
Yes |
- Mortgage
- Other type of mortgage
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- Struggling to pay mortgage
- Foreclosure
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Web |
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The lender Mr. Cooper who services the loan has been complained about their practices to intentionally procure homeowners homes. They state they offer modifications to reduce payments and intentionally confuse consumers. I have notified them several times that the lender was predatory and to go back to the lender to modify from XXXX XXXX interest only loan at XXXX interet only. It has recast and XXXX is now ovre XXXX and terms and conditons were not explained on the refinance. They purchased from XXXX XXXX XXXXXXXX the servicing. They will not take my financial documents for miodification to reduce payment and extend terms and every time they have doubled or tripled the payment making it difficult to pay vs modifying with a lower payment. Their response is I should of known. The complaint also needs to be forwarded to the attorney general of Georgia they have complaints in XXXX states and fail to take responsibility and work with the investors they service to assist me. Anyone can see by looking at the note it clearly was predatory lending. They in XXXX letter show I can modify as an option and then they state they can't because it has matured and then they state I can do a modification just by a request with no financial docs to try to lower my payment. Both Mr Cooper and XXXX XXXX are taking advantage of me as a consumer with countless stress and hours trying to take my home I have owned for XXXX yrs.. I am requesting they modify my loan to a 30 year loan vs. 15 and a traditional loan and get me out of the interest only predatory loan for the XXXX request at least and waive the over XXXX in interest and that it should be based on the principal balance owed. They have an excuse every time. You also can not make your modification payments online and they do not tell you that in any paperwork or over the phone. They should help consumers not make it impossible to modify. I have on my loan docs dedicated loan XXXX but never once heard from him it is only on paper designed to look like they ioffer help- they never work with you and never once heard from him XXXX
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09/21/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I closed on our new home on XX/XX/2020. The property is located at XXXX XXXX XXXX , XXXX, PA XXXX. The mortgage company we used was XXXX XXXX. XXXX XXXX sold the mortgage to XXXX XXXX XXXX ( XXXX ) the day after the closing. I scheduled an online payment for XX/XX/2020 because my first payment is due XX/XX/2020. I contacted XXXX today XX/XX/2020 to setup recurring payments because XXXX won't let you set that up online, which I think that is completely ridiculous. I was shocked when XXXX told me today that they sold my mortgage to another company called Nationstar Mortgage ( AKA Mr. Cooper ). I told them that I had not received any notice from XXXX or Mr. Cooper regarding a new mortgage company. This is crazy that XXXX bought my mortgage on XX/XX/2020 and then they turned around and sold it less than 2 weeks before the first payment is due. This seems like an orchestrated scam. I told XXXX that I already had a payment setup to XXXX that would need to be canceled. I also told them that I was concerned about setting up my payment to Mr. Cooper. I was told I could cancel my XXXX payment online. I did that and it thankfully worked. But when I called Mr. Cooper regarding my loan they had no record of my loan. I told them I was concerned about my XX/XX/XXXX payment. How can I make a payment to the mortgage holder if they have no record of my loan? They said there was nothing to worry about and whenever everything got processed I could make my payment and no late charges would be applied. I don't believe them. This seems like a scam to try and squeeze me for late fees. I checked out Mr. Cooper 's XXXX score and quite frankly they completely XXXX and this type of scam seems to be their forte. I have never ever made a late mortgage payment in my life ( I've owned 4 different homes ) and I sure XXXX don't want to start now because of a bunch of crooks in XXXX Texas. Please help me get these jerks to send me my loan number so I can setup an online account and make my mortgage payments. I am really concerned about having to deal with these crooks for the next 30 years.
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07/31/2020 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
I filed Chapter XXXX Bankruptcy on XX/XX/XXXX, which included my mortgage with Pacific Union Financial , LLC. In XX/XX/XXXX, I was notified that my mortgage would be transferred to another servicer effective XX/XX/XXXX.
Nationstar Mortgage LLC d/b/a Mr. Cooper began receiving my monthly payments starting in XX/XX/XXXX. Every month from XX/XX/XXXX to XX/XX/XXXX, I called to schedule a payment for the total monthly amount. I began getting monthly statements and when I question them, I was told that since Im in bankruptcy the statements are not accurate.
On XX/XX/XXXX, I received a statement for XXXX payment which showed I owed {$4400.00}. The same day I called to schedule my XXXX payment for XX/XX/XXXX, and question the amount. I was told that I was audited and owe for XXXX, XXXX, and XXXX payments. I requested them to re-audit me because my bank statements clearly verify that they were paid every month.
On XX/XX/XXXX, I contacted Nationstar Mortgage d/b/a Mr. Cooper to again check on the status of my account. I was told that the payment I made would be applied to XXXX mortgage, but I still owe for XXXX and XXXX. As she reviewed my account, she stated, my monthly payment is {$1400.00} and I have been short of a little under {$2.00} every month and she could provide my statement to my attorney to let them know I have not been making the correct payment every month. I suggested that she review the recorded lines of my phone conversation every month that clearly requested the exact monthly amount due be taken out.
Nonetheless, lets assumed that because of their error on applying the exact amount, it would have not affected my mortgage, but the changes adjusted to my escrow account. The question becomes ; where is the overage from my escrow account? I am a XXXX XXXX XXXX veteran and exempt from the majority of property taxes. Prior to the transfer, Pacific Union Financial, applied my overage to claim arrears.
I can only come to the conclusion that if applying this year 's overage to my claim arrears it would have eliminated all claim arrears due.
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12/19/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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My mortgage company 's Attorney failed to send crucial and extremely important documents to my husband and myself. This despicable tactic took place both in XXXX and XXXX of this year. While in the middle of a judicial court battle, this attorney certified that on XX/XX/2019, a true and correct copy of the Memorandum of Opposition was served by U.S. Mail, first-class postage prepaid, to my husband and myself at our address. These documents NEVER arrived in the mail. When we inquired of this attorney, she claimed she was not required to send these documents as certified mail, which would have the ability to be tracked. She stated the following, " The package gets prepared and then sent to our clerk to mail out. It goes out via regular mail. It is not anything I can track. I do have the pkg I scanned in and sent for mailing, along with my signed certification that it was mailed out. There wouldnt be anything else I can provide youas it is not certified mail, nor is it required to be. '' This despicable tactic again took place on XX/XX/2019, as this attorney certified that a true and correct copy of the Motion for Summary Judgment was served by U.S. Mail, first-class postage prepaid to both my husband and myself. Once again, these documents NEVER arrived in the mail. When we again contacted this attorney as to why she never sent these documents to my husband and myself, she stated the following, " Here is a copy of the Motion for Summary Judgment we filed, mailing certificate on page 78. Certified mail is not required, only regular mail is. I dont have tracking I can provide you, all that is required is the certificate of mailing. '' Ironically, these documents arrived to our local court with no issue. It would be literally impossible for all 4 of these mailings to have been lost in the mail which were SUPPOSEDLY sent separately to my husband and myself. The XXXX mailings were 79 pages. The type of packaging these 79 pages would have required should have a bar code and should be very easy to track through the postal service if they had in fact been mailed.
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08/02/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
I have a 30 year fixed mortgage serviced by Nationstar Mortgage LLC also known as Mr. Cooper. My regular monthly payment ( MP ) covers three items ; interest, principal and escrow. Mr. Cooper is supposed to deposit the money collected from the escrow portion of my monthly payment to pay for real estate taxes and hazard insurance premium associated with my mortgage loan.
My property is an owner-occupied fourplex with 3 separate structures ; as a result, each of the structures has its own hazard insurance policy. I carry 3 distinct hazard insurance policies associated with the mortgage loan serviced by Mr. Cooper.
On XX/XX/XXXX XXXX XXXX Mr. Cooper was supposed to pay the annual premium owed to XXXX XXXX XXXX for all 3 hazard insurance policies related to my mortgage loan. Mr. Cooper paid the premium for two of the policies ; policy XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX was never paid by Mr. Cooper.
As a result ; my policy was cancelled by XXXX XXXX. I became aware of the problem when Mr. Cooper sent me a letter DATED XX/XX/XXXX OF 2023 NOTIFYING ME THAT THIS IS THIS IS MY " SECOND AND FINAL NOTICE TO OBTAIN INSURANCE ... ... THE INSURANCE WE BUY ( MR. COOPER ) WILL COAST AN ESTIMATED {$5900.00} ANNUALLY ''. On XX/XX/XXXXXXXX XXXX XXXX I contacted my insurance agent ; my agent was unable to renew the same policy with XXXX for an annual premium of {$580.00}. Many of the preferred insurance companies are choosing to exit the California market ; my agent was able to provide me with insurance coverage with a different carrier at a higher annual premium of {$830.00}. The new insurance premium is costing me {$240.00} per year for many years to come.
In addition, Mr. Cooper wants me to pay {$860.00} for the lapse in coverage from XX/XX/2023 ( the date Mr. Cooper failed to pay XXXX ) to XX/XX/2023 ( the date my insurance agent and I provided a new policy through a new carrier ).
Mr. Cooper is very difficult to communicate with, navigating its toll free number is impossible. To reach its escrow or insurance department is a very challenging task.
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12/12/2021 |
Yes |
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- Trouble during payment process
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Web |
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Hello, my mortgage lender company is Mr , Copper and in XXXX due to Covid-19 hardship, I had difficulty keeping up with my mortgage and I enroll in the program to stop payment till getting back to work and repay my debt. in XXXX My total year-end mortgage was {$11000.00} and I paid up to {$8400.00} and my Unpaid balance was {$3000.00}.
in XXXX I total years-end mortgage was {$11000.00} and I paid up to {$16000.00} as per request and some point I called in Mr copper and report that I am getting charged over what I actually owed, and they do not have you directly talk to anyone they just take a report and sent it out to other departments to resolved the issues and do not give any email or confirmation number about the call, give you nothing at all so I do not have any proof of my call and that was the reasons that I called for, they just know about it and kept saying will be resolved in XXXX to XXXX hours and it is been going on and on and they kept asking for money by as of XX/XX/XXXX I have over paid them for {$1700.00}, I someone from Mr , Cooper who said that she is only one that I can talk to, and she at beggining had agrred that I paid up to a month of XXXX and later she changed her word around and when she found out that the mortage payment and i was making she deposited under the XXXX insted of mortage payment and made me to keep paying for mortage which I have already made. her name is XXXX XXXX this is a copy of now they are requesting another payment for the month of XX/XX/XXXX, I like to know where did go the mortgage payment I have made? why I can not ask for help but only XXXX XXXX XXXX. she is the one who made the mistake of taking my monthly mortgage payment and depositing under different locations.
her email : Thank you for allowing me the opportunity to assist you today.
I will be your single point of contact.
My direct contact number is XXXX, please call me directly if you have any questions.
XXXX XXXX XXXX XXXX XXXXrom XXXX A.M. ( XXXX ) to XXXX P.M. ( XXXX ) XXXX XXXX ( XXXX ) Executive Resolutions Team ( P ) XXXX Thank you.
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03/23/2020 |
Yes |
- Mortgage
- Other type of mortgage
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- Trouble during payment process
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Web |
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I have a mortgage with XXXX/Mr.Cooper which I have had for 21 years. On XX/XX/2020 a wind storm wreaked havoc on my property and extensive damage was done which included destruction of a storage shed, roof damage as well as battering of other structures. A claim was filed to the insurance company and they responded by submitting to me and my spouse a check in the amount of {$18000.00} ( after deductible ) for repairs which will only cover a portion the damage. More claims may need to be filed. When we attempted to deposit the check into our account at XXXX XXXX XXXX, they in turn informed us that we needed the signature of XXXX as well which we were unaware but certainly understood. I spoke to the director of customer service at Nationstar after submitted the check to them and she informed me that since the check was for less than {$20000.00} the payment for all repairs would be unmonitored and that my spouse and I could independently pay for the repairs by the contractors upon completion of the services offered. However, on XX/XX/2020 I phoned My Cooper/XXXX and I was informed that the process would be monitored due not receiving mortgage payment for the month XXXX when the claim was filed ( XX/XX/2020 ) The status of the account was not delinquent but I made a payments after discussing the matter with them and the account is current. They seem to be unwilling to remove the monitored status from the management of the funds that must be used to restore my roof before storm season, replace screen over my pool deck and replace the shed. Again, it will probably cost me additional funds to restore my home to pre-storm status and I have been unable to find a legitimate roofing company that will agree to do the work then wait for a check from the bank. Additionally, we have already had two heavy rain storms since this claim was filed and presumably more roof damages. If water damage occurs, the insurance is not obligated to pay for any claims. If the roof collapses and causes harm to my family members, I will use legal means to hold this bank accountable.
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11/22/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
I have lived in my home for 15 years. I am a senior citizen. My loan was bought by Nationwide/Mr. Cooper some years back. I never had a problem with them until I refinanced this past XXXX to pay off some debt. Since refinancing I have had three major problems with this company and there has been no reasonable explanation for any of them.
First I received a bill from the Town of XXXX that I was to pay my own taxes. My taxes have always been paid by my mortgager and nothing changed. I was told a 3rd party company XXXX sent the town the letter. No one had an explanation. I asked for a written response as to how this happened. I got an email saying the taxes were paid. I was never told why it happened in the first place. I received a letter saying as much and they told me that as of XX/XX/19 they still had not received my payment. My mortgage has always been paid directly to Mr. Cooper from my checking account on the first of every month. I checked with my bank and they said Mr. Cooper received the payment on the first as always. The letter from the XXXX XXXX Customer Relations Specialist who was very nasty and condesending told me my bill was not paid and showed me their statement saying it was posted on the XXXX and it was my problem. The bank confirmed for the 2nd time that they received it on time on the first and it was in internal problem with Mr. Cooper. They are jeopardizing my credit at this point.
Then to make matters worse they send me a new bill now for {$690.00} instead of {$680.00} because they shorted my escrow account when they refinanced. Obviously to make the payments seem more reasonable than the other companies who were giving me their figures for refinancing.
I do not know what is wrong with this company but something has dramatically changed and someone needs to look into them. I do not want to stay with them at this point but I would have to pay closing costs all over again to go somewhere else. I think they have no explanation for any of these serious problems which occured in the last 6 months. I am afraid to stay with them.
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10/13/2022 |
Yes |
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- Trouble during payment process
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Web |
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XXXX loans serviced by Mr. Cooper claim our hazard insurance and taxes = {$17000.00} for the year XXXX, when actually they = {$5900.00}. Our familys mortgage payment will more than double due to this error in less than two months!
Detailed timeline and facts below and escrow analysis attached.
XX/XX/XXXX I electronically deposited XXXX XXXX XXXX. refund of {$1500.00} in XXXX XXXX escrow account.
XX/XX/XXXX I received written notice via XXXX from XXXX XXXX serviced by Mr. Cooper regarding new escrow analysis completed on XX/XX/XXXX, increasing my current mortgage payment another of {$1300.00} effective XX/XX/XXXX.
XX/XX/XXXX Before XXXX. received and electronically deposited XXXX refund of {$1500.00} to my checking account. The check cleared in my bank after COB on XX/XX/XXXX.
XX/XX/XXXX Mr. Cooper XXXX & XXXX. Department and I contacted XXXX XXXX via a 3-way phone call, requesting unused premium refund ASAP. They assured me they would mail it that day. Policy was canceled XX/XX/XXXX.
Total mortgage payment increase after XXXX escrow analysis XX/XX/XXXX through XX/XX/XXXX = {$1500.00}!
XX/XX/XXXX I contacted XXXX XXXX serviced by Mr. Cooper because the newest Hazard Ins. company ( XXXX ) overcharged us by {$5800.00}. We were unable to reach XXXX XXXX my phone, e-mail, or help portal on website.
XX/XX/XXXX Mr. Cooper indicated escrow shortage of {$11000.00} increasing our mortgage payments from {$1000.00} in XX/XX/XXXX to {$2500.00} effective XX/XX/XXXX.
The difference they will be overcharging us = {$11000.00} beginning in XXXX of this year!
Total increase XXXX through XX/XX/XXXX = {$190.00}!
XX/XX/XXXX mortgage increased another {$43.00} due to 2nd escrow analysis.
XX/XX/XXXX mortgage increased {$150.00} due to XXXX XXXX XXXX. payment from escrow.
XX/XX/XXXX & XX/XX/XXXX {$2800.00} XXXX XXXX XXXX annual premium paid through Mr. Cooper escrow account.
XX/XX/XXXX & XX/XX/XXXX Annual hazard insurance paid and reimbursed {$3000.00} when XXXX went bankrupt. The insurance advance should have not be calculated in escrow analysis.
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04/20/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
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|
Web |
Older American |
PLEASE EXPEDITE RE : NATIONSTAR MORTGAGE XXXX XXXX XXXX XXXX XXXX XXXX XXXX This communication is forwarded in Requesting your assistance in helping me save my home due to a questionable mortgage. On XX/XX/XXXX Nationstar Mortgage submitted a copy of ORIGINAL NOTE/ORIGINAL MORTGAGE along with the following : Questionable Facts : XXXX MORTGAGE SUBMITTED BY NATIONSTAR 1.Mortgage Settlement Date on Instrument : XXXX XXXX SEE EXHIBIT A 2.Mortgage Settlement for Refinance on Instrument : XXXX SEE EXHIBIT A 3.Denial of Loan Modification based on questionable discriminatory words.
" WE WILL NOT ACCEPT OBAMA MONEY '' These were indeed the words stated by Nationstar ' attorney on XX/XX/XXXX via his phone entrance. The room went completely SILENT. Nationstar ' attorney would NOT engage in any dialogue regarding the modification of my mortgage. XXXXMy Court ordered modification meeting ended with XXXX XXXX XXXX XXXX XXXX XXXX " We will report you to the Attorney General ''. PROBLEM : My legal Representative reported only the fact that Nationstar REFUSED MODIFICATION and NOT " We will Not Accept Obama Money ''. And Why? SEE EXHIBIT B FACTS : Mortgage Settlement Statement/Evidence : 1.Mortgage Settlement Date : XX/XX/XXXX SEE EXHIBIT C 2.Mortgage Settlement {$130000.00} SEE EXHIBIT C 3.CASH from Settlement {$53000.00} SEE EXHIBIT C XXXX ADDED TO MY MORTGAGE-??????
How did this happen? In retrospect, I never received a copy of my mortgage. I would receive a phone call from XXXX Wide Mortgage welcoming and advising me they purchased my mortgage and were having problems getting my paperwork. At that time I requested a copy of my mortgage, however I never received a copy. And the failure of my legal team is unbelievable, but, I will NOT stop fighting. And yes I filed XXXX XXXX twice and ruined my credit for I am seeking XXXX. I am a XXXX American and live with a XXXX XXXX and placed my Trust in a financial system that has wronged me and too many Americans have lost faith in the American System. Please assist me to FIGHT this WRONG.
XXXX XXXX XXXX PLEASE EXPEDITE
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12/02/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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I was laid off due to XXXX in XX/XX/XXXX. I applied for a Forbearance plan with mortgage holder Mr. COOPER. After going back to work in XX/XX/XXXX I called bank to start making payment arrangements. They could not offer me any viable options at that time and suggested to stay on the Forbearance program while they underwrite a modification of terms. I submitted all documents and did exactly what they asked- do not pay the mortgage and stay in the program until a determination was given. I told them by not making payments this would make things worse if the modification didnt get approved. They again told me my best course was to continue.
In XX/XX/XXXX they started the modification process. I was advised to call every XXXX weeks for an update and was told each time it was still be underwritten. In XXXX I called and complained and sent a letter to the office of the president to expedite the decision. I was then told my loan should have had been approved and a letter was coming. I waited another XXXX weeks and was still told the same thing. In XXXX I called and was told they were behind and a decision had not been made and to keep calling. I was informed this week that the modification was denied and my only options were a repayment plan. This comsists of a $ XXXX payment and XXXX months of payments of over {$1700.00} to bring the account back to normal. I was also given an opportunity to pay the full amount, over {$25000.00}.
I tried to work with the bank and did everything they had asked. I am now in a much worse situation with my mortgage than prior to being XXXX XXXX due to XXXX. If I struggled to make payments while XXXX XXXX I would not be in this situation or be in a much better place. I feel I was lied to and misled about the opportunity that I was given in a he beginning about what government assistance would be available but was never even an option. I am now financially struggling to meet their repayment plans to keep my credit rating and my home. I need assistance helping work out a program that can keep me in my home with my XXXX kids.
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07/01/2020 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
Every year in XXXX or XXXX, my mortgage company, Mr. Cooper " reevaluates '' the amount of money that should be in the escrow account in order to cover the taxes and insurance. This has happened each year we have been affiliated with Mr. Cooper ( around 4 years ). Unfortunately, each year they add in 2 months of " cushion '', which, in turn raises the mortgage payment by almost 10 % over the last year. Each time I have been able to call and state, that I do not want a cushion in my Escrow account and they have adjusted it accordingly, after much argument on their end, they eventually do it.
When this came around this year, I waited until I had time to call ( because it is always a 30+ minute endeavor ), which was today, XX/XX/2020. When I spoke to the first person, she was a Loan Agent and wanted to sell me on a refinance, which I don't need right now. Once I explained why I was calling and needed the Escrow account reduced from their " evaluation '', she said she would have to transfer me. Once was speaking to an Escrow agent, she informed me that she had no power to change the 2 month cushion in the escrow account. XXXX ( her name ), said that Mr. Cooper had just change their policy and that all customers now needed to keep that 2 month cushion in their accounts. I asked to speak to a supervisor immediately, since that is not acceptable for Mr. Cooper to keep my extra, not needed, money for a year and then " give '' it back to me next year.
When I spoke to the Escrow supervisor, she checked if she could do anything and she said she was bound by the same policy ( of not changing anyone 's Escrow account cushion of 2 months ).
We NEVER chose this mortgage company. Our VA loan was sold once we refinanced a few years ago. I have never liked that I have to call them to fight for my own money. I feel like those people who don't understand Escrow, may just continue to pay what their asked & not question, or even know to question that they are keeping extra money.
Can you please help me in unmasking this unfair practice?
Best regards, XXXX XXXX
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09/24/2020 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
My VA loan is with Nationstar aka Mr. Cooper I am or was in the process of doing a VA streamline refinance of my VA loan with my current lender Nationstar. I started the refinance process on XX/XX/2020. I was approved of the refinance and a rep from Mr. Cooper said, " it usually takes two weeks to complete a VA streamline refinance but because of the increase of refinance applications around the U.S., it would take up to 30 days. '' On XX/XX/2020 i called mr. cooper to ask for a status update of the refinance. a rep said, " we are still behind, make a payment on the current mortgage again with the same rate. '' XX/XX/2020 ( 60 days of processing ) i call and i receive the same statement, " we are still processing the refinance again. make a payment and wait. we will call you when we have closing details. '' i wait ... XX/XX/2020 ( more than 90 days processing ) a new rep calls me and apologizes and stated, " I will have me closing in XXXX. Make another payment. '' I told him, no i want to speak with a manager. the manager says we have to write another refinance application. I said i disagree. You had everything you needed from me in XXXX. After pulling my credit, asking me to make payments on the same interest rate while they were processing the refinance. And now we start all over again??? in XXXX? Please get me in front of a judge for fraud and to get my money back. Please help. thanks *below is more information amount of mortgage is XXXX at 4.25 int rate. they have already cost me thousands over the last four months.
Actions taken ... in XXXX, the last time i spoke with a rep from nationstar, i told them about what happened about the refinance that was mismanaged and lost. they said, " we do not assist with that. make a payment. '' i told them to record or copy this statement. I will not be making another payment under the same terms and conditions because the contract was null and void. they had committed fraud and i want to speak with someone who can resolve the refinance problem. i have not spoken or received a phone call from Nationstar.
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09/02/2020 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
I contacted Mr. Cooper on XX/XX/2020 telling them that my husband a XXXX XXXX XXXX had passed away 2 weeks prior. I asked what their procedure is next since he was the originator on the mortgage. They wanted a copy of his death certificate and a copy of his will. I emailed it immediately. I was told that the account would be put on hold till process was completed. They also said that it would take 7 days to research his will. On XX/XX/2020 I called again asking the same questions. I was told that they needed his death certificate and a copy of his will AGAIN. And another 7 days to research it. I call again on XX/XX/2020 and ask again where we are in the process. XXXX XXXX tells me that they need my husband 's death certificate and will for the THIRD TIME because he didn't see it in the system. I sent it directly to him, waited for him to receive it and forward it onto the research department before I hung up. In the meantime I am getting mail almost daily telling me to make XXXX payment. I have been right from the start asking for a loan modification. I was told that since it was in his name that I couldn't do anything to the mortgage and that they didn't even have to talk to me. Thankfully when we started this mortgage my husband gave them permission to talk to me about it. I finally get an email back from XXXX XXXX on XX/XX/2020 stating that I am my husband 's successor. Ok, what about the loan modification!!!! I call Mr. Cooper again. Was told that I am his successor. Again I ask for the loan modification paperwork. I called them 6 times on XX/XX/2020 asking for the loan modification paperwork. I asked for it to be emailed to me. I was told that it had to come thru the Post Office. They asked when I was going to make my payment and I again told them that I have to do a loan modification. So now I wait for the mail to be delivered and am currently in XXXX so another month without having the loan modified. This is VERY POOR CUSTOMER SERVICE!! I should not have to be calling them weekly and sometimes daily to get this company to do what was asked.
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12/07/2018 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
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Web |
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Nationstar 's response to the CFPB is a blatant lie. Here is why : In XXXX of 2018 my insurance company, XXXX, issued a new policy which required Nationstar to issue a check to pay for the homeowner 's policy. The policy was incorrect and XXXX issued a second policy in XXXX to correct the incorrect policy. Nationstar sent a second check to XXXX to account for the two policies. Nationstar know this is what actually caused the erroneous escrow amount. I was never notified by Nationstar about the two policy payments until I called. Nationstar never worked with XXXX to reconcile the right account policy and I never received a letter from Nationstar about my escrow account. The back dated letter they provided you is apparently a fraudulent letter because unless they can provide that the postal office delivered a letter they are lying. Additionally, I received a refund from XXXX for the two policies in XXXX without any notice or explanation for why I got {$4100.00} for my policy. I was told my Nationstar 's escrow department that I did not need to repay the money because the amount is reflected in my mortgage payment. Nationstar and my insurance company, XXXX, failed to inform me of these mistakes and did not involve me in the resolution. My credit history should not be impacted by their incompetence and their explanation is typical of Nationstar. Its a lie! All they need to do reverse the inaccurate credit report.
Mortgage Loan # XXXX. XXXX XXXX XXXX XXXX XXXX, XXXX, Rhode Island XXXX I writing this complaint because Mr. Cooper, formerly Nationstar, is either fraudulently or incorrectly reporting to reporting agencies that my mortgage payment is late when in fact the payment is not late. Furthermore, there is no outstanding or pending payment required for my account. Additionally, my escrow account is incorrect and does not reflect accruals for homeowners insurance. Mr. Cooper has changed its name but its fraudulent business practices have continued right where Nationstar left off. I hope that you will contact the firm and address this on my behalf.
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09/27/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
In XXXX of XXXX, I applied for a forbearance on my mortgage. In XXXX of XXXX, I contacted the mortgage company to end forbearance and apply for a modification of my mortgage.
Initially, Mr. Cooper willfully misinterpreted my request and began to process a " partial claim. '' After requesting excessive documentation from me, they sent me a denial of my partial claim and cited VA guidelines as justification.
I contacted the VA for guidance, and a helpful representative informed me that I need a modification, not a partial claim. Mr. Cooper should have been aware of this from the beginning and had no reason to fraudulently process a partial claim.
Mr. Cooper then began to process a loan modification. They asked me for the same documentation as before, which I faithfully re-submitted. Then they asked me for the same documentation again. And again.
To this date, I have nearly hundreds of e-mail requests for documentation, all of them identical. I have replied to each unique request, and in many cases, I have submitted repeat requests for documentation. However, Mr. Cooper shows no progress or intention to process my request for modification. Some of their requests have been truly impossible to procure, such as notarized and translated utility bills and tax information.
It has been seven months since I began this process, and in that time, my delinquent balance has ballooned to an unmanageable amount. I fear that this balance will continue to grow until Mr. Cooper is forced to foreclose on me, because they are unwilling to process my modification in good faith. I have repeatedly offered to resume monthly payments to prevent the growth of my delinquent balance, but Mr. Cooper has rejected my attempts to make responsible loan repayment.
I am attaching just one of these recent requests for documentation in conjunction with proof that I have submitted aforementioned documents.
In summary : Mr. Cooper refuses to process my modification, repeated requests copies upon copies of previously submitted documentation, and refuses to accept monthly payments.
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03/18/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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Nationstar LN XXXX XXXX XXXX XXXX XXXX XXXX XXXX CA XXXX XXXX XXXX Called Mr Cooper to get an update, as our negotiator has stopped communicating with us in XXXX he has not responded in XXXX to any of our requests in over two weeks. I ended up speaking with XXXX XXXX. He was extremely rude and combative. Continually interrupted me, and refused to send me to a supervisor. He said there were no updates if there was nothing in XXXX. I told him the negotiator is not responding in XXXX and we need an update on the file, and if he cant get an update for me then I need to speak to a supervisor. He then grew extremely frustrated with me, told me that the negotiators workload has just INCREASED AGAIN WITH NO ADDITONAL HIRING TO COMPSENSATE FOR THIS, that there were no updates, there was nothing he could do, and refused to send me to a supervisor. He then stated ITS NORMAL FOR A SHORT SALE TO NOT BE WORKED ON IN OVER TWO WEEKS. I explained to him that I could her the frustration level in his voice and stated that no response in two weeks is not acceptable, and I needed an update, if he can not help me then I need a supervisor. Apparently telling him I could hear his frustration level in his voice triggered an extremely combative emotional state for XXXX XXXX. XXXX XXXX became extremely combative, contined to interrupt me, refused to let me finish speaking.
Neither XXXX XXXX nor Nationstars behavior is acceptable. I want XXXX to received additional training, as it is apparent he does not know how to control his emotions when he is at work. His representation of Nationstar is antagonistic, defensive and extremely resentful when speaking to people on the phone. The understaffing issues started over a year ago when Nationstar shut down their Arizona facility. Nationstar has done NOTHING to fix these issues. It is apparent that Nationstar has created a hostile working environment and does not have the staffing to continue their servicing obligations.
I want Nationstar fined the maximum of $ XXXX due to their inability to fulfill their servicing obligations.
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08/25/2022 |
Yes |
- Debt collection
- Mortgage debt
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- Took or threatened to take negative or legal action
- Seized or attempted to seize your property
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Web |
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In the interest of my Name and Property, Nationstar Mortgage LLC, dba Right Path Servicing, Mr Cooper, Community XXXX XXXX formally XXXX XXXX XXXX XXXX, XXXX, XXXX, XXXX XXXX XXXX XXXX and Authorized Rep XXXX XXXX attorney/debt collector. Have taken actions that are a violation of the FDCPA, FCRA. In relation to their collections practices of an alleged debt. The companies addressed here have violated the cease and desist notice sent their respective offices by registered mail that the debt is disputed and ordered to cease reporting misleading information on my consumer reports and communication with me unless they were to provide proof that a debt was valid and the law that relate to the alleged debt was not followed applicable in dealing with such a matter. By further mailing of statements and harassment letters from the attorney 's office listed above and unauthorized furnishings of transaction history and experiences between myself and the parties violates 1681 ( b ) 1681 a ( i ) permissible purposes and exclusions of certain information on a consumer report. I am holding these companies accountable for violation of 1692 e ( 2 ) The false representation of the character amount, and legal status of a debt. 1692 e ( 4 ) The implication that nonpayment of any debt will result in seizure or sale of property, 1692 d, 1692 f by communicated use of the attorney, listing my property and name in public notice of foreclosure as a delinquent debtor, has caused damages to my reputation as a natural person consumer, that will grossly affect my ability to do business and be provided housing whether it be lease rent or owning without being denied as a consumer. Under the XXXX usc 1692 and 15 usc 1681 s-2 ( a ), 1681 c, 1681 n, 1681 o, 15 usc 1681 n ( 1 ) ( A ), ( B ) ( 2 ), and ( B ) ( 3 ). These companies have caused injury and have failed to deliver the name and address of the original creditor so that I may be able to validate their claims to a debt and actions. I have not given any consent to the actions being taken against myself or personal property.
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07/11/2023 |
Yes |
- Mortgage
- Other type of mortgage
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- Struggling to pay mortgage
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Web |
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In XXXX of XXXX the XXXX household contracted XXXX. During this time XXXX and XXXX reached out to their bank ( XXXX ) to ask for XXXX assistance. XXXX immediately agreed and said it was taken care of. Unfortunately they mistakenly deferred their HELOC. When this error was discovered XXXX bank assured the Schmidhamers they would fix the mistake and defer the missed mortgage payments due to covid. Unfortunately many more errors followed and right before they were told it was all going to be fixed soon the loan was transferred to Mr.Cooper. The XXXX then restarted the entire process for Covid relief with Mr.Cooper. Unfortunately the process lasted much longer than anticipated and ultimately it was mistakenly denied when Mr.Cooper requested a quarterly profit and loss statement for a business. The XXXX do NOT own a business of any kind. Even though XXXX called on several occasions to address the issue and continued to provide months of paystubs by her employer and tax returns Mr.Cooper denied the claim because a document that does not exist wasnt provided. After this unfortunate event the Schmidhamers restarted the entire process over and were reassured again that everything would be fixed and not to worry. On XX/XX/XXXX the family received the news they had been waiting for. A letter saying congratulations and explaining the past due loan amount would be deferred and be due at the end of term with regular mortgage payments restarting on the date of XX/XX/XXXX. XXXX called Mr.Cooper to verify the letter and again had the long awaited good news confirmed. XXXX called again a week or so after to ask if the mortgage payments would be auto deducted and was told just to call on XX/XX/XXXX to make the payment. Unfortunately this was all later found to be completely untrue and the Schmidhamers learned that not only was nothing resolved but they would again have to restart the entire process. Mr.Cooper informed them that they missed the deadline to complete the paperwork for the USDA Covid relief they previously stated the Schmidhamers were approved for.
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03/11/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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I called Mr. Cooper on XXXX and asked about getting the account set up on draft because it is difficult for me to make my full payment all at once. The representative told me that I had to get the account caught up before doing that, but she would email me the form. I told the rep that I would pay XXXX and XXXX payments to get the account caught up ; she said they should draft in XXXX. We both reviewed the calendar and discussed the draft beginning on XX/XX/XXXX. This was all spoken on a recorded call. Today, XX/XX/XXXX, I called Mr. Cooper, and the representative told me that the account wasn't set up on a draft because my account is not paid ahead ; the account is due for XXXX. I explained that when I submitted the form, the account was scheduled for XXXX, and I was paid ahead, but they sat on my request and didn't process it, and now they expect me to pay two more payments ahead to set the draft up for XXXX. The rep claimed that I had to make my payments prior to the XXXX and that was never told to me during my initial call. How is that fair? They never communicated that they couldn't set the account up for the draft. This is predatory and deceptive practice because I did exactly what I was told, and now I am forced to use bill pay for my bank and will be charged a late fee each month. This matter needs to be investigated. Why can't Mr. Cooper set the account up on draft as they stated in the recorded conversation? I was advised incorrectly by their staff and am now penalized by this company knowing I am trying to pay my mortgage on time, and they keep changing the rules to assist me better. They should have listened to the recording and honored what I was told. They also need to communicate better, especially when people lose their homes and struggle to keep a roof over their heads. I scheduled my half payment to be sent by my bank today and will send them a half payment each month so they will get a full payment each month, but I will also be charged a late fee every time. This is not fair. Again, this practice is predatory and deceptive.
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09/13/2021 |
Yes |
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- Struggling to pay mortgage
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Web |
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My name is XXXX XXXX, I'm requesting to have my Loan Modification reviewed for accuracy.
-XX/XX/XXXX- I contacted my lender Pacific Union to advise of my unemployment hardship. At the time I was current and told I would have to let my account go past due in order to receive assistance.
XXXX XXXX, XXXX, I received a Financial Package to complete.
-XX/XX/XXXX- I completed The Request for Mortgage Assistance Application.
-XX/XX/XXXX- I received a letter explaining the Forbearance schedule. I made 3 payments dated XX/XX/XXXX - XX/XX/XXXX.
After my payments were complete, I called to see what the next steps were. I was told someone would contact me, I contacted the servicer several times due to fear of losing my home. I was told that Pacific Union was closing and my loan would be transferred to Mr. Cooper home loans.
XX/XX/XXXX- Mr. Cooper acquired my loan From the time my loan was transferred I called several times to get an update, months went by and still no progress was made on my modification request. I was told it's being worked on.
-XX/XX/XXXX- I finally signed my Modification documents I waited almost a year under distress not knowing if my home would go into foreclosure. I did not receive any type of communication or updates on the status of my modification.
XX/XX/XXXX- I called in to try to refinance my home to get my rate lowered. Due to the Modification my rate was raise to 5 %.
I was told I had a {$67000.00} balance from my modification. I was in disbelief what started as {$5000.00} of arrears ends as {$67000.00}. I was never informed of the {$67000.00} balance.
The process started in XX/XX/XXXX, I was stuck in a waiting period as my loan was transferred and sorted out from the previous lender.
On XX/XX/XXXX - It took so long that Mr. Cooper sent me a letter apologizing for how long the Modification took with a check of {$500.00}.
It took over a year for my modification to be finalized due to things that were not in my control and I'm being penalized with a large balance because of it.
I attempted to upload the
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07/14/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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We obtained a mortgage from XXXX and during the pandemic a deferral process was offered. We were told that the amounts deferred would be put on the end of our mortgage loan. Towards the end of the months able to be deferred ( around XX/XX/2022 ) XXXX transferred all their mortgages to a company called Mr. Cooper. Mr Cooper failed to honor the deferment process making the home owners go through another approval process in which the clients were not allowed to owe more then 18 months. Each month we spoke to a different agent and we were told different stories. Some said only one payment was required and another one would say 2 payments were required and most recently on XX/XX/2022 we were told one payment was required to enter into the application for approval docket. Meanwhile they had been reporting to the credit bureau that we were not making payments that were SUPPOSED TO BE DEFERRED! So on XX/XX/2022 I called to make that monthly mortgage payment that I had been making since XX/XX/2022 and was told that I was unable to do so unless I paid TWO mortgage payments! So, we are at risk of ruining our credit so unable to refinance, at risk of losing our house, and been lied to for months as they called EVERYDAY to the point of harassment and when we would answer the agent would say they need the information on the account because they were unsure of why we were called! Every call was recorded and the agent today stated she was not sure why we were told only one payment was needed and without being given a due date before it would default to two payments and all she could do was have the manager review the recorded line and speak to the employee about it but that would not help us! This is unacceptable! We had an agreement with XXXX which we would not have made had we known we would be put between a rock and hard place! Something needs to be done about this as the representative I spoke with today informed me others had gone through this and had to seek government assistance to solve the issue which should have never been the case to begin with!
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08/11/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I mailed a Qualified Written Request to Nationstar Mortgage LLC d/b/a Mr. Cooper ( AKA Mr. Cooper ). After waiting 3 weeks for an acknowledgement of the QWR, I called Mr. Cooper and spoke with XXXX ( Texas Call Center ).
She confirmed that they received my QWR on XX/XX/2021. XXXX said that they I would receive a response no later than XX/XX/2021. To this date, I have not received a response from my mortgage servicer concerning my QWR.
With my mortgage account I setup payment alerts and notifications. On XX/XX/XXXX, I scheduled an electronic payment. I received three emails indicating that my payment was accepted and posted ( XXXX & XXXX ). I received no call or email notifying me of a problem with the payment. Despite the emails stating that the payment was accepted and posted, there was actually a problem with the electronic payment.
I didn't discover this problem until XX/XX/XXXX, when I was making my XXXX payment. I talked to the a representative and understood the problem. I told the agent that I was immediately going to make the payment for XXXX. I explained to the agent the issue, and false notifications I received form Mr. Cooper. I asked the agent to waive the late fees and asked if the payment wouldn't be considered late because the only communication I received from Mr. Cooper was that the payment posted. The agent understood my issue and agreed that the payment would not be considered late as long as I made a payment. She told that the returned wire fees couldnt be removed. The response was acceptable, and I ended the calling believing that my XXXX payment was not marked a late payment.
On XX/XX/XXXX, I contact Mr. Cooper and discovered that my XXXX payment was still considered 30+ days late. I talked with XXXX XXXX, and explained to the agent the situation. XXXX told me that Mr. Cooper would investigate and get back to me. I asked for a time frame, and she said she couldnt say, and that I would be notified once it was complete. To this date, I never received any additional response from Mr. Cooper regarding this matter.
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12/01/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
|
|
Web |
|
This is not a duplicate nor is this complaint being filed by a third party, I am filing this complaint myself. Please see this complaint is processed to the letter of the law.
I discovered that some of the information on my credit report was incorrect when I reviewed it. Sections 609 ( a ) ( 1 ) ( A ) and 611 ( a ) ( 1 ) require the XXXX credit bureau to validate this account ( A ), as required under Section 609 ( a ) ( 1 ) ( A ) Disclosures to consumers [ 15 U.S.C. 1681g ] ( ( a ) Information on file ; sources ; report recipients. XXXX shall, upon request, and subject to 610 ( a ) ( 1 ) [ 1681h ], clearly and accurately disclose to the consumer. If the consumer to whom the file relates requests that the first 5 digits of the social security number ( or similar identification number ) of the consumer not be included in the disclosure and the consumer reporting agency has received appropriate proof of the identity of the requester, the consumer reporting agency shall so truncate such number in such disclosure. & Section 611 ( a ) ( 1 ) ( A ) Procedure in case of disputed accuracy [ 15 U.S.C. 1681i ] ( a ) Reinvestigations of Disputed Information. If the completeness or accuracy of any item of information contained in a my file at XXXX is disputed by the consumer and the consumer notifies the agency directly, or indirectly through a creditor, the Bureaus shall, free of charge, conduct a reasonable reinvestigation to determine whether the disputed information is inaccurate and record the current status of the disputed information, or delete the item from my file in accordance with paragraph ( 5 ), before the end of the 30-day period beginning on the date on which the agency receives the notice of the dispute from the consumer or creditor. It is not permissible to fail to validate this reporting account as unverified information without providing any proof within the time frame specified by law. My credit report includes the erroneous information that needs to be investigated and delete : XXXX XXXX Date Opened : XX/XX/2017 Balance : {$0.00}
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05/21/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
Servicemember |
I submitted claim # XXXX on XX/XX/XXXX and in the response, I received an apology for the companies negligence in providing detailed and accurate information. However, in the claim, the company provided inaccurate information yet again in the manner in which I am to sign the modification documents ( spouse is XXXX and signing via XXXX ).
I signed just as Mr.Coopers legal team placed in writing and I also signed underneath it with my husbands middle initial included. Now, once again, Im told that this is inaccurate and that the documents must be signed yet again!
Ive been told several different ways to sign and I know that anything In writing supersedes all other forms of communication. Their response to the CFPB tells me to sign my name XXXX of XXXX XXXX. Being that I was a former XXXX XXXX and a XXXX XXXX, I signed the way it was indicated on the response and the same manner below it but included my husbands middle initial.
Now, Im told again that it is incorrect! Im constantly getting voice mails and calls because their departments dont speak and I was also told that my documents should be received as an exception due to yet another error on their part! I received a call on Sunday, XX/XX/XXXX and was informed that I would receive a call the next day but this didnt happen. I sent an email to XXXX XXXX on XX/XX/XXXX, received a call on XX/XX/XXXX, and was informed that he would reach out to me that afternoon after submitting for an exception with his AVP. It is now XX/XX/XXXX and there has been no resolution.
What could possibly be so difficult? Are they forcing me to go through with the scheduled XXXX on Saturday and refusing to reply? Ate their intentions to further stress me and prolong my Mortgage and cause me to be in default? Are they nonchalant and think that nothing can be done to their company and its ok to treat their customers like this? What? Im stressed and losing sleep while they continue to give bogus information and zero resolutions.
Will you please help! Why is it ok for me to suffer due to their incompetence?
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03/06/2022 |
Yes |
- Mortgage
- Other type of mortgage
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- Trouble during payment process
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Web |
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We chose to utilize the Pandemic Forbearance option because representatives from Mr. Cooper/Nationstar told us, verbally, that deferment would be available as a completion resolution. Later our mortgage servicer, Mr. Cooper would not provide deferment. We wrote them a formal letter ( XX/XX/2021 ) requesting that the provision for deferment be honored and requesting a more responsible brand of communication than the contradictory and confusing directions provided.
The written response that we received in reply did not answer our questions or help the situation.
Mr. Cooper then instructed us to apply for a modification. We are still hoping to receive the deferment as promised. Our XXXX XXXXXXXX loan is working well for us and we prefer not to adjust away from it. We could not get an accountable answer from Mr. Cooper about why we were told that the forbearance could complete in a deferment but then that was not provided.
We then were notified that the modification also was not offered by the lender. We sent in a second letter ( XX/XX/2021 ) seeking to understand why the modification had been offered and then we were notified that it was not available.
We have been respectful throughout this communication process and have diligently paid our loan for more than 15 years.
We additionally have the concern that when Nationstar adopted the new name, Mr. Cooper, they intentionally created an expectation of neighborly and more personal service. The corporate confusion and runarounds we have experienced created the sense that the adopted image is inauthentic.
They are now demanding about {$26000.00} and threatening foreclosure. They continue to advise that federal monies are available and for us to apply in order to pay off this sum. But we feel this is unethical and that the company is attempting to receive the government money rather than provide the deferment that we were told would be available and that they will not not provide. Additionally we believe that the refusal to provide at least the modification may be a breach of law.
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03/09/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I changed my homeowner 's insurance around XX/XX/XXXX. My Mortgage company ( Mr. Cooper ) sent my new payment to my new insurance company on XX/XX/XXXX for the amount of {$770.00}. However they sent the payment to the wrong account number. On XX/XX/XXXX my insurance company cancelled my coverage due to lack of payment. When I discovered this I contacted Mr. Cooper in an attempt to resolve this. After going back and forth I finally just created a new policy on XX/XX/XXXX and asked Mr. Cooper to get my {$770.00} back from XXXX XXXX.
Mr. Cooper then sent me a note stating that since I did not have coverage from XX/XX/XXXX to XX/XX/XXXX they would purchase a more expensive policy for me to cover the lapse. I called them and stated that since the mistake was not my fault, that I should not pay for the insurance. The representative told me that when the payment was taken out of my escrow account I should call back and dispute the payment. On XX/XX/XXXX and additional {$680.00} was taken out of my account to pay for this insurance lapse. I called Mr. Cooper and they said they would refer this matter to their " research department '' and that it would take 7 to 10 days to resolve. It has now been 10 days with contact or resolution to the issue.
I have called several times and have had to explain this scenario to a new customer service representative each time. I was finally put in touch with an escrow supervisor who stated that this was an insurance matter and I would have to speak to an insurance supervisor. I was put on hold for several minutes and then my phone call was abruptly disconnected. I called back and was told that a supervisor was not available. The customer service representative left a message stating that a supervisor would call me back in 24-48 hours.
At this point {$1400.00} of my escrow money ( the {$770.00} payment to the wrong policy and the {$680.00} for the lapse in coverage policy ) has been misappropriated from my account. I have called numerous times only to be told to wait another 7-10 days with no resolution.
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07/19/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I sold my home in XXXX, and paid Nationstar 's demand of me, which was overstated.
I never received a final payment history in XXXX, and when I did in XX/XX/XXXX, Nationstar allocated {$2800.00} in lines XXXX of my account history. See attached.
8 years later, on XX/XX/XXXX, Nationstar 's counsel provided me with an XXXX spreadsheet in response to my request for a final account history, after settling the matter in XXXX XXXX XXXX XXXX in XXXX XXXX, Nationstar changed the payment allocation of my late fee payment deleting XXXX entries amounting to {$2800.00} to a new XXXX entries totaling late fee payment was made of {$11000.00}.
XX/XX/XXXX, as attached, I mailed Mr. Cooper a Notice of Error for good cause see XXXX account history and XXXX XXXX spreadsheet for clear evidence in lines XXXX as to why. Nationstar failed to acknowledge the notice only having their counsel do so, and then by counsel stated there was no error, with Mr. Cooper refusing to confirm the XXXX spreadsheet or correct the facially inaccurate late payment allocation only changed in XX/XX/XXXX, to which an order preventing this complaint doesn't apply filed XX/XX/XXXX.
This new payment allocation came after I agreed to waive prior claims, and after the company had a Judge agree to waive my rights to recourse in an ordinary tribunal or administratively through your bureau.
The new payment allocation indicates in the 4 years XXXX XXXX XXXX serviced my loan and the 16 months Nationstar serviced my loan, that instead of reporting the actual XXXX late payments, the mortgage file indicates XXXX late payments were made in 60 months.
As of today, the counsel for Mr. Cooper is threatening to subpoena everything I own including bank accounts, all of my personal account records, everything because I am asking Mr. Cooper to revert their erroneous new payment allocation of late fee payments from {$11000.00} back to the amount Nationstar received of {$2800.00} that is also over charged but I gave up trying to achieve a correction in XXXX, that should state {$1500.00}.
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05/01/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I called Mr. Cooper, my loan servicer on my mortgage loan, regarding dropping my mortgage insurance the week of XX/XX/XXXX. I was told by their representative ( they record their conversations ) that if I waited until I hit the two year mark then I would not need to disclose all the substantial improvements we have made to the home. We have spent approximately {$60000.00} on two new bathrooms, new floors, fixtures, countertops, etc. Rather than dig out all my old banking records she encouraged me that the process would be easier in two weeks. I called Mr. Cooper today, two years and one day from my original mortgage note of XX/XX/XXXX and was told now that I am one day over the two year mark, I now have to obtain 65 % loan to value instead of 80 % I would have needed two weeks ago. Now they are telling me that there is nothing they can do as these are XXXX XXXX regulations. Had I not called my loan servicer and been misled I would agree with them. However, I called them looking to obtain their process to drop my mortgage insurance and was told since I was under 2 years I would need to provide all of the information regarding all the improvements but if I just waited two weeks then this wouldn't be necessary. Their answer was misleading they should have finished with " but be aware if you wait you will now be required to get to 65 % instead of 80 % ''. My mortgage insurance is {$150.00} per month. Their misleading information and encouragement to wait ( I'm guessing the individual I spoke with didn't want to take the time to go over my improvements ) will cost me an extra {$9900.00} over the next 5 years which is when you get to the next loan to value tier. I asked to speak to a supervisor and they claim she will call me but nothing we can do except to say we are sorry their representative didn't give me the correct information. In other words, it's okay to lie or just say you are sorry that their representative gave me misleading information but it's XXXX XXXX rules nothing they can do now. Unethical and unfair to me as a consumer.
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11/14/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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XXXX XXXX XXXX Loan Number - XXXX XXXX XXXX XXXX XXXX XXXX XXXX, IL XXXX To whom it may concern, I'm filing, still yet another complaint with you, in the hopes that Mr. Cooper will finally address/resolve the issue of Compliance on my mortgage.
I've been trying to resolve this matter with them for over a year now. In XXXX of 2019 I submitted direct questions to Mr. Cooper, regarding the validity of our mortgage - whether or not it was within Federal compliance guideline law - and still have yet to receive answers to any of the concerns, other than them claiming that they have already addressed these issues. Had they done so, I wouldn't still be asking the questions.
In XXXX, we reached out to the Illinois Department of Financial and Professional Regulations and, on a conference call with Mr. Cooper on XX/XX/XXXX, the Director of the Department of Anti-Predatory Lending stated that it was clear that the loan does NOT appear to be within compliance guidelines.
On XX/XX/XXXX, I re-submitted the direct questions that were asked during that conference call - which were not answered - by Mr. Cooper and have yet to receive a response. PLEASE SEE ATTACHED DOCUMENT WITH SPECIFIC QUESTIONS.
At this time, the pay off balance on my mortgage is roughly, 200 % loan-to-value and double the original loan amount. All we're asking for - all I've asked for, for the last year, is for Mr. Cooper to properly recapitalize arrearages from a previous modification and, if warranted, provide a principal reduction so that I can modify my loan one last time and be finished with this entire process. I'm getting zero cooperation from Mr. Cooper and in response to our XX/XX/XXXX request for answers, Mr. Cooper has assigned a new sale date to our file, instead of answering the questions.
I've attached all supporting documentation, along with a copy of the specific questions that we are asking Mr. Cooper to answer. We are prepared to move to a legal option, if necessary, but would prefer to resolve this amicably.
Thank you for your assistance.
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09/11/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
|
XXXX-Notary came to my house to sign closing documents. The signed Note was filed with the county recorder ( as per county recorder website ).
XXXX A new Notary came to my house to sign closing documents a second time. I was told my original closing documents were lost in the mail.
XXXX A new Notary came to my house to sign closing documents a third time. I was told my last name needed to be updated on the documents. A total of three different Promissory Notes were signed by me.
XXXX I sent a verification of claim in the form of a Request for Inspection of my Original Wet Ink Signature Promissory Note. A copy would not be acceptable.
XXXX Mr. Cooper sent a letter stating they were " unable to provide the original wet ink signature promissory Note as it could get damaged in transit. '' They enclosed a copy of the promissory Note.
XXXX Their inability to allow me to inspect the Original Wet Ink Signature Promissory Note gave me reason to believe there is SUSPICIOUS ACTIVITY. I sent a second letter requesting documentation and proof of claim. I requested the following : -Proof of the existence of the account or contract in my actual flesh and blood name duly signed and witnessed by BOTH parties.
-Proof of claim that this company is the current holder of due course of the Original Debt Instrument by allowing me to inspect my Original Wet Ink Signature Promissory Note.
-Copy of the actual account whereby bank assay has occurred showing actual loss incurred of the alleged debt via an affidavit that this company is a creditor of the note in accordance to Generally Accepted Accounting Principles ( GAAP ).
XXXX Mr. Cooper sent a letter stating my correspondence has no legal validity and is not a valid request. They stated Mr. Cooper was the holder of the Note and Mortgage and had the authority to enforce all rights under these documents. Additionally they THREATENED to report the invalid documents received to the appropriate authorities.
I have remained in honor by keeping my account current throughout this entire process.
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11/24/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Mr. Cooper Mortgage Loan Number : XXXX I am writing to request correction of the error described below in regard to the mortgage on my property at XXXX XXXX XXXX XXXX, CA XXXX.
1 ) The amount required in my impound account was unnecessarily adjusted which unnecessarily caused an escrow shortage. My casualty insurance premiums dropped because I switched carriers.
2 ) Mr. Cooper made an error and reported a late payment that showed up on my credit report. The late payment was reported for the month of XX/XX/2019. This needs to be corrected. Mr. Cooper stated this is due to the escrow shortage. Records show the the mortgage was in fact sent to Mr. Cooper consistent with the automatic payment plan.
previously implemented. This late payment needs to be removed from my credit report.
3 ) Mr. Cooper did not properly attempt to contact me about this shortage and the mortgage was in fact current and was never delinquent. Mr. Cooper sent a text message to which I responded requesting a call from a live person. The auto response claimed Mr. Cooper did not monitor the text message response. Mr. Cooper sent me a second text. I again responded to the message asking again to be contacted by a live person. This was done for two reasons, the first was to determine the purpose of the contact requested by Mr. Cooper. The second was my concern about the dozens of texts/calls I receive each month that are geared to commit fraud. Despite the disclaimer sent by Mr. Cooper, a live person in fact contacted me. I made the correction to the amount the same day I spoke to a live person. However, the false claim of being late was already made against my credit and my request to have it removed rejected.
When I asked where I could make a complaint regarding this issue I was erronously told to contact my state Department of Justice.
I have since request proper documentation showing the delinquent payment. It has not been provided.
XXXX XXXX can be reached at XXXX XXXX XXXX XXXX if you have questions about my notification of your servicing error.
i
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07/29/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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|
Web |
|
This is Urgent I'm getting foreclosed XXXX please stop since I had no Notice to me or the online account By Mr Cooper Mortgage formerly Nationstar mortgage my lender after me fixing to better conditions my house after the explosion of my the house and getting a Trial modification and keep paying extra 3 months they stop me from making payments Why?
first letter I sent and just below is the second letter because no response Mr cooper regarding why they never sent me a notice of foreclosure to me personally or in my online account just say they send me a letter about protected under SCRA just a letter and a letter contact them on dated XX/XX/XXXX received XX/XX/XXXX well I have been sending them an appeal and no response also I have contacted XXXX XXXX the investor XXXX XXXX XXXX and they told me they will call me but no avail yet I would like your help I need your Help Please hope you are able to stop foreclosure or at least Now that XXXX XXXX be accountable for there actions and settle my fire and explosion Case I have lost everything and now I'm being foreclosed please let them know I have XXXX daughters and their dreams and My dream as a XXXX shatter to pieces I was just opening a photo studio in my house with extensive equipment and I lost all of it no only relating to the foreclosure action but the Negligence on XXXX XXXX XXXX now XXXX home services regarding the nature of my unfortunate Circumstances I have been also Not taking serious neither by the Insurance company of XXXX XXXX XXXX attorneys and they service subcontract with XXXX XXXX XXXX, XXXX they blaming each others but that is The Root of all this is the Negligence of XXXX XXXX XXXX since XX/XX/XXXX and I have not received a penny from them but they Sure had to sue me for the remaining oil bill witch I had to pay back in XXXX they were aggressive here I'm 7 years later and getting foreclosed please help let me send you the documents supporting this claim but more important stop Foreclosure please look at this link https : XXXX % XXXX % XXXX % XXXX % XXXX? XXXX
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09/23/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
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Web |
|
Due to Covid i became unemployed for the first time in my life. I had to put my property into forbearance. Once I became employed again ( after 6 months on unemployment ) my income is less than it used to be. I used a company to help me request a loan modification from my lender Mr Cooper. The modification offered is minimal and does not help me for the following reasons : 1. My income has been reduced for the forseeable future 2. The " modification '' is a minimal savings- only {$100.00} per month 3. The cost of the modification ( charged by the company i hired ) divided by the {$100.00} savings would take me 8.5 years to recoup 3. The modification extends my loan to 40 years keeping me in debt longer for a situation i did not cause that was completely beyond my control ( covid ) 4. The interest rate has not been reduced at all- they are keeping it at 4.625 % when rates are now much lower 5. They were overcharging me {$310.00} per month on my escrow bill for several months and the multiple requests i made to get it corrected ended up in a dead end 6. Due to them not correcting my escrow account i had no faith they would be easy to work with on a modification so I then employed a company to help me with getting a modification.
7. If i reject the offer Mr Cooper has made, they have already stated they refuse to let me submit again and said they will short sale my home. If i accept the offer, i have to pay the company i hired for minimal savings on the loan payment that will take me years to recoup.
Based on the factors listed above and under the extreme circumstances created by Covid combined with the low interest rate market I don't feel this is a fair offer. I feel what Mr Cooper has offered under the current
circumstances is the bare minimum and has put me in a position where i must accept the minimal terms or lose my home. Which means because i don't want to lose my home, that i just have to accept whats offered. It has put me in a difficult and vulnerable position, when i was already in a difficult position due to Covid.
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06/01/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
Older American |
New Mortgage with Nationstar on XX/XX/XXXX. Payments of {$1300.00} monthly at 3.5 %. Note states payments to start on XX/XX/XXXX. Loan set up with no escrow acct. as we pay our own taxes and insurance. ( Note attached ) On XX/XX/XXXX, I tried to get a loan modification. This was denied by Nationstar on XX/XX/XXXX. ( Denial Letter attached ). My monthly payments continued on time.
In XXXX of XXXX Nationstar decided to set up an escrow account for our mortgage without my knowledge or authorization. When I received the new mortgage payment I called Nationstar to find out what had happened. I never got a straight answer from any staff member and no one knew why the escrow account had been set up. In my recent correspondence with Nationstar, they claim that it was due to the modification denial. That makes no sense since the denial was in XXXX. Then they also tell me that the escrow account should have been removed at the time of the denial. Like I reported prior, there was no escrow account set up in XX/XX/XXXX.
In the consequences of Nationstars error in setting up and removing the said escrow account my XXXX payment which was received by Nationstar on XX/XX/XXXX, was reported DELINQUENT to all XXXX Credit Bureaus.
This error of Nationstar stays on my record as " too many delinquencies '' for 7 years.
I have been communicating with Nationstar for several months now and they refuse to correct this mistake. They continue to claim they never received my payment until XX/XX/XXXX due to placing my payment of {$1300.00} received by them on XX/XX/XXXX into an " invisible escrow account '' PS : I am attaching only one correspondence between myself and Nationstar but there are several more. Please let me know if you want me to send them. They have already seen them. Not sure they read or paid any attention to them.
Also since there have been many communications between Nationstar and myself already and no resolution please let me know where else I can venture to get a resolution. Nationstar has already proven they will not budge.
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08/05/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
Servicemember |
The mortgage company that I deal with : Mr. Cooper has continually manipulated my monthly payments by applying my regular monthly payment and, any additional principal I add, and apply that entire amount directly as a principal payment without notice. My last monthly payment ( plus {$100.00} toward principal ) dated XX/XX/XXXX was applied as a principal payment. This situation has occurred several times before. Numerous times I have had to call and complain. During one of these calls, I was told that if I " signed up '' for online payment on their website that I would no longer have an issue with payments. I did not want to make online payments but, thinking that would alleviate the above issue, I agreed.
As for the online process, it is straight forward in steps, it clearly asks if you want to make a " regular payment '' and in step 2 it asks if you wish to add extra for principal or escrow. Why is Mr. Cooper not processing my payments correctly? Why are they not notifying me that my payments are not being applied correctly. I believe, because at times I wish to make advanced payments a few months ahead that they take issue with that. Due to the fact that we are all going through unprecedented times I am taking measures to ensure that at least my mortgage among other things is covered, just in case. If Mr. Cooper takes issue with me making advanced monthly payments, they should notify me immediately.
My mortgage has been transferred 3 times since XX/XX/XXXX. Nationstar/ Mr.Cooper are the only lenders I have had adverse issues with. I do not believe they deal with their customers in good faith including other aspects of a loan, namely, escrow. My last escrow audit was strange to say the least and not explained very well when talking to a representative. During that conversation and on a different issue, the representative said that she would immediately send an e-mail explaining my pay-off amount for my mortgage. The e-mail was never received.
I wish to respectfully request your office look into the above issue. Thankyou!
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07/02/2019 |
Yes |
- Mortgage
- Other type of mortgage
|
- Trouble during payment process
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|
Web |
Older American |
Last week I sent you a complaint about the way Mr. Cooper is handling my loan with conflicting information. They responded to you with a letter apologizing for giving conflicting information, followed by claiming they did no wrong.
They stated that the payoff is due. They also stated the reason it was due was that once remaining interest bearing balance was paid the remaining non interest bearing amount becomes due.
On XX/XX/XXXX Mr. Cooper received the amount of the interest bearing balance, plus escrow as stated on the statement which I previously sent you. However, for some reason, THEY HAVE REFUSED TO APPLY THIS MONEY TO THE ACCOUNT ( please see payment ledger ).
Today, XX/XX/XXXX, I found on my account a letter dated XX/XX/XXXX ( I believe they promised this by XX/XX/XXXX ) with the payoff quote. It also showed that the interest bearing amount would be charged interest until the payoff was received. I found this accidentally, I assume they mailed it yesterday and I should receive it by XX/XX/XXXX, it states I must pay it by the XXXX by Certified check or wire transfer for the payoff to be valid.
This is not an issue of the amount of interest they will be charging, that is negligible. These people sent me a check for XXXX cents recently. I haven't cashed it. I will use it to show how fouled up these people are.
I don't know why the money I sent them is not being applied but it concerns me, once again, if these people have a clue as to what they are doing.
I would still like to know how they can demand the payoff, which is due when the interest bearing amount has been paid, when they refuse to apply the money already sent to them to the account to pay off the interest bearing amount of {$80.00}.
I have sent the {$270.00} which they have not applied. They are now demanding {$6000.00} by the XXXX, that letter I assume will arrive, as I said, by the XXXX.
I just want to make sure that Mr. Cooper will properly apply the money sent and refund my balance immediately. I no longer trust Mr. Cooper to handle this properly.
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04/13/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
|
Mr. Cooper gave out personal information regarding my account without my approval. After this was shared with me by a Mr. Cooper representative I have continually called and asked for the fax that was used to request my payoff and what they provided.
THIS IS IN VIOLATION OF MY RIGHTS AS CLIENT TO NOT HAVE MY PERSONAL INFORMATION PROVIDED TO UNKNOWN INDIVIDUALS.
The week of XX/XX/XXXX a Mr. Cooper rep told me they had an inquiry about my payoff balance as of XX/XX/XXXX and asked if I was going through a refinance, I am not.
Since that week I have called several times trying to get a copy of the request and what they responded with. NO one knows and no one will call me back, they continue to say they can not find the request.
Initially, the rep scheduled a time where she was going to have a supervisor call me back XXXX she scheduled the call back a week from the day I talked to her ). No call!!!
I then called back again and requested to speak to a Supervisor. They put me in touch with XXXX XXXX, ( XXXX ) XXXX, who was to call me back on XXXX after filing a Fraud report with Mr. Cooper XXXX this was a week after I talked to her - that gave her enough time to do the filing and find the paperwork I am asking for ). Needless to say, no call. I left her a message and again no response.
This company is suppose to be documenting their interactions with the client ( me ) but when I call it is rare that they have documented the prior conversation, issue, etc. so it is like starting all over again, This is personal, private information they gave out. XXXX said they respond to these requests based on the account number ... how this person got the account number I don't know and it concerning. They said it was XXXX XXXX title company 's number on the fax. I called that number and listened to a recording say 'Hi This is XXXX and XXXX XXXX we're not home right now ', no company.
Where do I go from here to ensure I get a copy of the request, what they sent and ensure this DOES NOT happen again.
Thank you for your assistance.
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03/18/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
|
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Web |
|
I have learned that my husband and I received the fraudulent mortgage loan. On or about XX/XX/2016, we used the same servicer, Nationstar Mortgage LLC to apply for a mortgage refinance under the federal government 's Home Affordable Refinance Program ( " HARP '' ). Nationstar failed to comply with numerous requirements of the HARP Guideline for the HARP mortgage transaction as following : The proceeds of the refinance mortgage must be used only to : 1. Pay off the first Mortgage ( amount including only the XXXX and interest accrued through the date the Mortgage being refinanced is paid off ) 2. The proceeds from the mortgage after the proceeds are applied as described above must reduce the mortgage or the excess amount must be applied as a principal curtailment to the HARP mortgage.
3. Under no circumstances may cash disbursed to the Borrower exceed {$250.00}.
Upon my request, Nationstar provided me with a " FOR INTERNAL USE ONLY '' payoff statement showing the interest rate of 3.375 %. Loan Officer, XXXX XXXX added the inconsistent interest due of {$1500.00} to the XXXX of {$280000.00} to be paid off. The HARP mortgage transaction was executed on XX/XX/2016 and originated Loan on XX/XX/2016.
Unbeknownst to us, on XX/XX/2016 Nationstar cut down the interest due to {$1300.00} and funded its own total payoff amount which resulted in the excess proceeds. Per the HARP guideline, the proceeds of the refinance mortgage must be used to pay off only the XXXX and interest accrued through the date the mortgage being refinanced is paid off and the excess proceeds must apply to reduce the mortgage or the HARP mortgage. Mr. XXXX failed to apply the excess proceeds to the mortgage, or the HARP mortgage.
On XX/XX/2016, Mr. XXXX had us signed the corrected closing disclosure specifying the changes to prepaid costs. He failed to disclose the actual changes to payoffs. Nationstar disbursed the cash of {$280.00} in XX/XX/2016 which exceeded {$250.00} per the XXXX XXXX HARP guideline. Nationstar provided us with the unreduced HARP loan.
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12/06/2018 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
|
As a result of a previous CFPB complaint submitted by myself and Congressman XXXX 's office ; Mr. Cooper, my loan servicer, provided the attached resolution. The resolution dated XX/XX/XXXX on page 2 states that they would re-instate my loan modification if I paid them {$36000.00}. This amount, per the attached resolution covers payments from XX/XX/XXXX through XX/XX/XXXX. I submitted the full amount with certified funds on XX/XX/XXXX. It took a few weeks for the funds to post. I have had over a dozen calls with Mr. Cooper since. Most recently I was told that despite the attached resolution, they made a mistake and I owe an additional {$9300.00} due to a mis-applied payment on XX/XX/XXXX.
I have since made payments for XX/XX/XXXX through XX/XX/XXXX. Because I complied with their resolution, and their mistake occurred over a month prior to issuing the resolution, I believe my account should be considered as current. This is simple contract law - they made an offer, I accepted their offer and paid the requested amount in full, they accepted payment thus accepting the contract.
As part of the HAMP modification process, Mr. Cooper and the Lender had the ability to reduce the principal amount and/or reduce the amount of interest accrued in addition to what they provided. My original interest rate was 6 %. Applying the new modified rate to the past due amount would have resulted in savings much greater than the {$9300.00} mistake they claim to have made.
In addition to the simple facts above, I was happy to have this resolved after years of trying and after actually having them foreclose my home. I was within about 30 days of being evicted with my 2 children. I have spent more than XXXX dollars in legal fees, have been physically/mentally damaged from the foreclosure process, and lost my fiance due to the mortgage issues which they classified as a " miscommunication. '' I would appreciate some support to get this issue resolved without me having to proceed with further legal proceedings to fix this.
Sincerely, XXXX XXXX
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08/12/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
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My existing home loan was aquired by Mr. Cooper, without my knowledge, which i understand happens all the time. That is not the issue. The issue started a few months later when i get a letter from them with the new amount. They increased my monthly payment by nearly {$200.00}, stating it was due to an escrow shortage, which can't be because it was always paid on time, set up on auto payments.
XX/XX/XXXX i call them and chat with them ( 2 different agents ). I ask to opt out of the escrow account, as i wish to pay it myself once a year, and not have to deal with surprise charges each month. They initially said i can not, which on my original contract with the previous loan originator, said that i could if i wished to. Then they tried to tell me that if i can not afford the new payment, i need to refinance. i have 14 years left on a 2.5 APR. I DO NOT want to be forced into refinancing, for 30 years at a much higher interest rate.Anyway, after a couple long calls that day, they said im all set and it should reflect on my account soo. LIES!
A month later i open up the chat with them again, only to be told that there are no records of me calling or requesting to be opted out of the escrow. MORE LIES! I have downloaded the chat transcript, how can there be no records of it when i have the chat from XX/XX/XXXX?
Yesterday, XX/XX/2022, i try to contact them through chat again. They said the process has not started and that is set to start on the XXXX, of XXXX, BUT ... ..it will take up to 30 business days to go into effect. Say What??? never heard of 30 business days. I ask her, are you sure? that's like 6 weeks. She said yes. I then asked her to show me their policies and procedures, or whatever they use for guidance ... .she then apologized, saying that she meant 30 regular days ... lies again!
All i am trying to do is take care of my taxes and insurance on my own, i can not afford to pay XXXX extra a month on bogus charges honestly, and they are making it impossible. Why are they still in business with all these complaints?
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12/17/2020 |
Yes |
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- Trouble during payment process
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Web |
Older American, Servicemember |
The lender in question is : Mr. Cooper and the loan number is : XXXX XXXX County and the State of Texas have deemed me to be property tax exempt. The tax exemption was effective XXXX. I received the tax exempt letter in XX/XX/XXXX. I first notified Mr. Cooper of this situation and asked for them to stop withholding property tax in my escrow account on XXXX, after a phone call with the company informing me I had to submit a copy of the document ( see attached ). I make a 2nd attempt via phone call and letter on XXXX after I received no response from the first request. I called Mr. Cooper again to follow up in XXXX, and then again on XX/XX/XXXX. On this call I had a very helpful lady who said that she could see the documentation had been received and was in my file, and that she was sending a request to some department to stop withholding property tax. She said to call back in 5 business days. I called back on the afternoon of XX/XX/XXXX. Again the lady was very pleasant - I have no issues with the phone reps I dealt with. She also said that she could see the documentation in my file, but no review had been done. Then she said that due the loan balance to value ( initial loan amount ) was over 80 % their policy would not allow them to stop withholding property tax for escrow. She could not grasp the fact that I am property tax exempt - she only spouted the company line of " it's our policy ''. When is it permissible for company policy to override state law? As I am tax exempt, there is no legal basis for Mr. Cooper to continue to withhold property taxes from my monthly payment.
Please see all attached documentation - to include copies of letters sent to Mr. Cooper, copies of the statement from the XXXX County Tax official granting the XXXX veteran 's homestead exemption making me property tax exempt, the XXXX statement from Mr. Cooper showing the total amount of property tax paid, copies of the monthly statements available for download in the their system showing that the continue to withhold property tax funds in escrow.
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01/20/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My mortgage is currently serviced by Mr. Cooper. I have over the life of the loan had my XXXX XXXX checking account information saved for monthly payments. My payment is due on the XXXX of each month with the XXXX, being the late payment cutoff. I made my XXXX payment on XX/XX/XXXX, within the on-time window, as typical with the saved acct. information. I also received the standard XXXX emails. The first was to acknowledge the payment was scheduled and the second stating the payment was received. On XX/XX/XXXX I was sent an email saying the payment was still due. I checked my account and noticed no payment processed so I paid on XX/XX/XXXX. Again, I received the standard XXXX emails. I do not remember if I called on XX/XX/XXXX OR on XXXX XXXX, when this situation occurred for a XXXX time. When I spoke with the agents they told me that the new payment processing vendor had problems transferring account information from previous database, but to not worry that my XX/XX/XXXX payment would go through and no negative reporting would occur.
Again this happened on XX/XX/XXXX. But on this date the Mr. Cooper rep asked me to re-enter my payment account information and that the payment would go through. This time it did go thorough and my account is shown as current.
On XXXX I was sent a certified letter stating I was delinquent and at risk for foreclosure. This letter, and the protentional actions stated within, were exactly what I was concerned about happening in the first place and shows me that XXXX XXXX internal depts. are not communicating and seemingly operating independently.
I am taking the time to write this complaint not because of the stress, frustration, and inconvenience this caused me, but to see some action taken on XXXX XXXX part to communicate better with their customers AND make sure that the internal processes and departments are talking to XXXX another and not threatening penalization.
I can only XXXX the pains and headache that would have happened if I was on auto pay and away on extended vacation.
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08/04/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Last year XX/XX/2022, I applied for a XXXX removal. I was asked to pay for the appraisal. After paying out of pocket for the appraisal, my equity was still under 20 %. To go over 20 %, I called in XX/XX/2022 and paid on the phone an additional amount towards the principal o make sure I had over 20 % equity and requested XXXX removal. The XXXX was never removed, and they have kept charging me for XXXX even after over a year. I have called customer support numerous times. However, they haven't fixed the issue. According to the support, this was a mistake from the support person on the call as they did not pay the whole amount towards my principal and skipped that month 's automatic monthly payment. I keep getting told this will be fixed, and every few weeks receive a call from one support person. However, it has been over 2 months since I called them back again. Please help me get this issue fixed, and I should be refunded the last 1 year of PMI insurance payments. Below is the additional payment info from XX/XX/2022 when I paid the addition principal to go over 20 % equity.
Additional Principal XX/XX/2022 {$41000.00} {$41000.00} {$0.00} {$0.00} {$0.00} {$440000.00} Lender Paid Expense XX/XX/2022 {$500.00} {$0.00} {$0.00} {$0.00} {$500.00} {$480000.00} Additional Principal XX/XX/2022 {$3300.00} {$3300.00} {$0.00} {$0.00} {$0.00} {$480000.00} Payment Reversal XX/XX/2022 ( {$3300.00} ) ( {$780.00} ) ( {$1400.00} ) ( {$1000.00} ) {$0.00} {$480000.00} Unapplied Funds Payment Reversal XX/XX/2022 ( {$500.00} ) {$0.00} {$0.00} {$0.00} ( {$500.00} ) {$480000.00} Principal Payment Reversal XX/XX/2022 ( {$41000.00} ) ( {$41000.00} ) {$0.00} {$0.00} {$0.00} {$480000.00} Additional Principal XX/XX/2022 {$41000.00} {$41000.00} {$0.00} {$0.00} {$0.00} {$440000.00} Lender Paid Expense XX/XX/2022 {$500.00} {$0.00} {$0.00} {$0.00} {$500.00} {$480000.00} Monthly Payment XX/XX/2022 {$3300.00} {$780.00} {$1400.00} {$1000.00} {$0.00} {$480000.00} Monthly Payment XX/XX/2022 {$3300.00} {$780.00} {$1400.00} {$1000.00} {$0.00} {$480000.00}
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10/28/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I am continuing to have issues with my Servicing company. My Servicing company continues to repeat the following : " After completing our investigation into the aforementioned issues we determined that overall, there were no errors on our part. '' This is the root of the problem. My Servicer REFUSES to admit they they or their predecessors have made errors in regard to my mortgage. Among multiple other failures and misconduct, XXXX XXXX failed to send a Good-bye letter informing that they were no longer the owner of my mortgage as of XX/XX/XXXX. As the new owner of my mortgage, Nationstar/Mr. Cooper also failed to send a Welcome letter at any time during the duration of their ownership. In the same way, Nationstar/Mr. CoopeXXXX also failed to send a Good-bye letter informing that they were no longer the owner of my mortgage as of XX/XX/XXXX. In addition, XXXX XXXX failed to send a Welcome letter when they became the owner on this date. In the processes of my interactions, I have continued to reach out to my Servicer, to request that the Settlement offer be renewed, which was extended to me in the latter part of XXXX. Until XXXX of XXXX, interactions from Mr. Cooper regarding a Settlement offer had ONLY been by email. In order for the XX/XX/XXXX Settlement offer transaction to be completed, my investor required that Mr. Cooper send a hard copy of this agreement with a POSTMARKED DATE via U.S. postal service. Mr. Cooper did send a hard copy of this agreement. However, it did not arrive until XX/XX/XXXX, and still did not possess a dated postmark. THIS is precisely the reason the Settlement offer could not be completed. Mr. Cooper and other Assignees of my mortgage are responsible for many violations in regard to my mortgage. I possess multiple pages of documents outlining these errors. Failure to send Welcome and Good-bye letters and failure to send a hard copy of the Settlement agreement are only two of the large number of violations regarding my mortgage since its origination. ( Attached are letters and replies. )
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05/29/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
In the beginning of XXXX XXXX we were notified that our loan was being transferred from Seterus , Inc. to Mr. Cooper effective XX/XX/XXXX. I contacted Seterus, Inc to make my XXXX payment on XXXX XXXX, XXXX. I was told that I had an increase in payment of {$54.00} and I should have received a notice. I told the representative that I did not receive the notice. I told him I wanted to pay the {$54.00} and he agreed to wave the {$21.00} late charge. I paid my regular payment of {$2400.00} plus the {$54.00} for a total of {$2500.00}. I asked him if the payment would post before the transfer on XX/XX/XXXX. He assured me that my account was up to date and that my payment would post before the transfer took place. He said I would not have a payment due until XX/XX/XXXX. I received my statement for my XXXX payment and it had a past due amount of {$54.00} plus a late charge of $ XXXX.I contacted Mr. Cooper at least 5 times and sent them a copy of my bank statement with my payment to show that I paid the {$54.00} and that the {$21.00} was refunded by the Seterus rep. This has been going on since my XXXX statement that I received towards the end of XXXX. I just recently sold my home and our closing is on XX/XX/XXXX and I want this taken care of before the end of XXXX. I have also asked for an explanation of a charge of {$1400.00} plus a charge of {$190.00}. We did a mortgage modification while I was in Bankruptcy in XXXX and right after that these charges started appearing on my account. The only explanation they give me is that they are for legal fees. The whole idea was to modify the loan to make the payment more affordable and now I have all these charges tacked on to my loan. We have sold our home and I wanted to get my account straightened out before the closing takes place on XX/XX/XXXX,, XXXX. I just do not understand how they can add these amounts to my account and not notify me of these charges that I know nothing about. I would appreciate any help you can give me to get my account straightened out before my closing.
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09/18/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Older American |
I began asking Mr. Cooper with help paying my mortgage on XX/XX/XXXX. On XX/XX/XXXX I spoke with XXXX ( I dont have his last name ) and his recommendation was to apply for a loan modification. I wrote a letter explaining my financial difficulties. I was XXXX in XX/XX/XXXX and was denied 3 months of my social security benefits. I have been struggling to make a comeback from this. I am retired and on a fixed income.
I mailed my 1st application XX/XX/XXXX. I was rejected because I missed the due date of XX/XX/XXXX by one day.
On XX/XX/XXXX I mailed my second application with a USPS and a tracking number. It was delivered XX/XX/XXXX tracking number : XXXX.
I began calling to check the progress of my application. I called XX/XX/XXXX and spoke with XXXX ; she reported no documents received. On XX/XX/XXXX I spoke with XXXX ( I am uncertain as to the accuracy of this name ). She reports no documents received. On XX/XX/XXXX I FAXED my third application. On XX/XX/XXXX to check progress. I was told they had no information. On XX/XX/XXXX I mailed my 4th application via certified mail number : XXXX. It was delivered XX/XX/XXXX at XXXX XXXX. On XX/XX/XXXX I called again. I was told I needed to submit award letters for my social security and my pension. I told them on page 3 of the documents required it states this information can be submitted by 2 recent bank statements OR with an award letter. I at this point had submitted 4 copies of bank statements with the social security and pension deposits highlighted. On XX/XX/XXXX I mailed my 5th application. The issue of award letters so I FAXED them on XX/XX/XXXX. I sent my XXXX pension information and the needed the XXXX document. I FAXED the XXXX pension document on XX/XX/XXXX. I have not included the unreturned responses to my many phone calls and emails. I reached out to their Research Department as well as their Consumer Relations Department. On XX/XX/XXXX I called the Consumer Financial Protection Bureau. I spoke with XXXX. I was given on how to proceed with a complaint.
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06/09/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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In XX/XX/2022 I requested to have my home appraised in hope to remove PMI. I was informed that I would receive a call in 7-10 days to set up an appraisal. In XXXX I called back and was informed that it was taking longer than normal due to high request. I was also informed that I could rerequest an appraisal and not have to include the home improvements for removal of PMI ; so another request for was done and I was informed this would not delay the appraisal any longer. A few days later I received a call and my home was appraised in XXXX. I was informed by the appraiser that all documents were submitted and I should hear from my lender. A week later I called Mr.Cooper and informed that they have not received anything yet. Several calls made after and it was explained that first the investor ( XXXX XXXX XXXX reviews the appraisal and then sends it to Mr. Cooper and still they havent received anything. In XXXX I Was informed the process then would take up to 45 days from the time of the appraisal and still they had not received it. Then later in XXXX was told that it was received and that Mr.Cooper was reviewing however I should call back in about a week. Then I called back which was now XXXX to be told this time that they hadnt received anything about the appraisal and they would have the back up/ research department look into it. Then a few days later I receive a call from an appraiser requesting to come do another appraisal on my home. So this prompt me to call Mr.Cooper. Was then told that they didnt see anything regarding a request for another appraisal. I asked to speak with a supervisor and was told there was no one I could speak with and that they would schedule a call. I never received a call back from the supervisor when I was informed it would be. I called Mr.Cooper back and this time was told that a second appraisal was being requested because the first appraisal was refused. No one can provide clarification why and I cont. to pay PMI at their expense. Mr Cooper is delaying my right to remove PMI
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01/14/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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I am part of the XXXX Federal employees who have recently been furloughed due to a lack of funding for my agency. Because of this, my income has been severely cut and I am unable to pay the cost of my monthly payments, along with my other living expenses ( food, clothing, utilities, etc. ).
On XX/XX/XXXX and XX/XX/XXXX I spoke with my loan servicer " Mr. Cooper, '' to request a temporary arrangement that would help me continue to meet my monthly mortgage payments in the amount of {$2300.00} without incurring late penalties and impacting my credit rating.
In summary, Mr. Cooper will not consider my special situation ( or that of any of its Federal employee customers ) until I have already incurred late penalties and become delinquent because it is an intermediary ( loan servicer ) to the owners of my mortgage ( XXXX XXXX and XXXX XXXX. When I asked to contact XXXX XXXX and XXXX directly, Mr. Cooper clarified that I would have to do it via Mr. Cooper.
I am extremely disappointed and concerned that my loan servicer Mr. Cooper coupled with mortgage owners XXXX XXXX/XXXX have not put a program in place to work with Federal employees while the government shutdown is resolved. Their current process of waiting for me to become delinquent adds to the hardship that my family is already experiencing. By charging me late penalties and damaging my credit, Mr. Cooper, XXXX XXXX and XXXX appear to be ignoring and showing ambivalence to the plight of their Federal customers.
I have been diligent in protecting my credit and avoiding penalties I can not afford to pay. Furthermore, as a loyal public servant, I have worked hard, to be honest, and transparent with my creditors ; to make my mortgage payments on time and secure my home. I would greatly appreciate it if Mr. Cooper, XXXX XXXX, and XXXX would show willingness and understanding to work with me during this difficult time.
I have sent Mr. Cooper a letter stating my distress. I would be grateful for any assistance the Consumer Financial Bureau can give me.
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07/02/2021 |
Yes |
- Mortgage
- Reverse mortgage
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Web |
Older American |
My deceased mother, XXXX XXXX XXXX XXXX XXXX XX/XX/2021 XXXX had a reverse mortgage with XXXX XXXX. XXXX XXXX went out of the reverse mortgage which sold her reverse mortgage to Champion Mortgage ( Nationstar Mortgage LLC, DBA ). Her house was under contract to be sold on XX/XX/2021 and the closing was on XX/XX/2021. I executor/trustee of the estate. During that time the real estate agency has sent faxes and made telephone calls to Champion to find out the payoff amount. Champion has claimed not to have received the faxes, at one time they sent me a notice of a lien against the property and when I called told me the information was confidential, and now they told the financial arm of the real estate company that the payoff could not be determined until XX/XX/2021. They also stated the information probably would not be available until XX/XX/2021.
I have called them on my mothers behalf in the past and they have been able to immediately tell me the payoff amount over the telephone, I strongly feel, due to my interactions with various representatives of this company that they are disorganized, deceitful and that right now they are trying to squeeze the last drop of the fees and servicing costs from the payoff amount. The escrow is frozen until Champion will tell us the payoff amount and they are causing harm to all of us involved, By the way, in small print at the bottom of the papers they send, they say they are a collection agency.
I would like this company to be reprimanded for predatory, threatening, and uncooperative practices. We did everything we were supposed to, we notified them of my mothers death, I returned their telephone calls and the real estate agency took over the efforts to pay off the reverse mortgage as soon as possible. Champion Mortgage has treated us badly, deceptively and usurously. The real estate company has dealt with many reverse mortgage lenders and I have emails stating that none have been as uncooperative as this Champion.
I hope you will look into this, XXXX, XXXX XXXX
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02/07/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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Good morning, My name is XXXX XXXX and I am XXXX XXXX 's fiance. We're filing this complaint, today, because there are a number of very serious issues with the loan modification that was done for us by Nationstar Mortgage - now Mr. Cooper.
We purchased our home in XX/XX/XXXX and refinanced in XX/XX/XXXX. At the time when we refinanced, we paid {$150000.00}. We were doing fine, until XX/XX/XXXX when a series of unfortunate happenings occurred. Nationstar was happy to assist us and the attached paperwork is the result of their work.
As you can see, in the modification documents, the POST modification Principal Balance amount is {$190000.00}. they took all of our past due payments, the interest, late fees and legal fees and simply added them to the principal balance. This put us at roughly 150 % loan to value. Which, is against Federal and HAMP guidelines.
I'd like to ask you to look further at the documents and you'll see that this is 'titled ' as a HAMP Modification. However, when I spoke with a representative at Mr. Cooper, on the XXXX, we were informed that our modification was, indeed an in-house Tier 2 modification. These are some very alarming and disturbing issues.
The current value of our home is roughly {$120000.00} and Mr. Cooper is refusing to assist us, as my fiance has been on standby from his construction work since last XX/XX/XXXX. He's about to go back to work next week and we have more than enough disposable income to resolve this issue and get back to the good faith payments.
We're asking that you assist us with resolving this matter amicably and to the best of our interest. What we're looking for is a proper loan modification - with the past due payments recapitalized into the remaining 37 years of the note, as well as, a Current Market Value appraisal of our home, so we will be paying a fair market value.
You can reach out to me at XXXX or my fianc at XXXX who is on the note I'm on title, any time. Thank you and we appreciate your assistance with this matter!
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08/12/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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In XX/XX/XXXX I received a letter from Mr. Cooper stating there were delinquent supplemental property taxes due on my property and Mr. Cooper planned to take funds from my escrow account to settle the delinquency. I immediately contacted the Tax assessor for my county and was informed that I was current on all of my taxes, but the PREVIOUS OWNER of the home had a delinquent supplemental tax bill and it was in no way my responsibility. I took my time to conference call the tax assessor and Mr. Cooper to have the tax assessor explain to Mr. Cooper that the taxes due were not my responsibility. I was told by a Mr. Cooper representative that they would do an investigation and confirm the responsibility of the taxes due and get back to me. I was also assured by Mr. Cooper representatives that " numerous letters and correspondences will be sent before we take any money out of your escrow account. '' One week later I received another call from someone at Mr. Cooper telling me they had paid the delinquent taxes out of my escrow account and my payment would be increasing as a result. I asked about the investigation and the agent had no idea what I was talking about, so I asked to speak to their manager and was disconnected. I spent 2 weeks trying to contact ANYONE at Mr. Cooper who could assist me with getting my {$3000.00} back and was told nothing could be done " everyone has to pay their taxes ''. Finally I spoke to someone who told me he would get the situation resolved on XX/XX/XXXX. I have since spoken to the Tax Auditor for XXXX XXXX XXXX who confirmed that the taxes were not my responsibility and that they would be sending Mr. Cooper a refund for the taxes paid inaccurate out of my escrow account. I have attempted to contact Mr. Cooper numerous times to find out when I will see my payment go back down and what compensation will be considered for stealing my money to pay someone else 's taxes. I have not received any response from Mr. Cooper, nor has my payment been reduced back to it's normal amount.
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10/03/2021 |
Yes |
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- Struggling to pay mortgage
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Web |
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I have an FHA mortgage loan and had my forbearance with Mr. Cooper ( Nationstar Mortgage LLC ) starting in XXXX, XXXX when the COVID-19 pandemic began until the forbearance ended on XX/XX/XXXX. Before my forbearance ended, I had applied for a loan modification on XX/XX/XXXX. My partner and I have submitted every document that Mr. Cooper had requested, such as our 5-Page Hardship Affidavit for FHA Loans , Proof of occupancy/Luxury Bill, Current unemployment award letter for unemployment income that shows the amount, start date, frequency, and duration of the benefit income, 30 Days consecutive paystubs with employer name including year to date deductions and earnings, RMA ( Request for Modification and Affidavit Form ) Or UBAF ( Uniform Borrower Assistance Form ), Most recent SIGNED copy of tax return 1040s including all schedules, and 4506-C Request for Transcript of Tax Return. Mr. Coopers underwriting had received and accepted all of these submitted documents. However, underwriting would continuously accept then reject, and request for the same documents time after time, such as our most recent signed copy of tax return 1040s, including all schedules even after we had already submitted our 4506-C forms for them to request our tax return transcripts directly from the IRS. It is now XX/XX/XXXX and instead of underwriting using the 4506-C forms that they requested for our tax return transcripts, they are still insisting on us submitting the same most recent signed copy of tax return 1040s including all schedules, even though those documents had already been submitted and accepted numerous times. I truly believe that Mr. Cooper is engaging in " dual tracking '' whereby they request documents amid processing a submission for a loan modification while at the same time attempting to push my partner and I through the foreclosure process. Before the COVID-19 pandemic and forbearance, I had always paid my mortgage loan on time and had never defaulted. Your assistance would be greatly appreciated. Thank you.
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05/14/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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XX/XX/XXXX : contacted Mr. Cooper/Nationstar to leave forbearance since that was a requirement for a refinance on another property. Paid outstanding balance and was told the system would send me an email reflecting my status of being off forbearance within 24 hours. I did get this confirmation # XXXX for the transaction. No email received.
XX/XX/XXXX : {$0.00} balance showing due on Mr. Cooper website but status still showing active for the forbearance program. No email received.
XX/XX/XXXX : Called customer service to see what the delay was. Spoke with XXXX, escalation specialist, phone number XXXX. He informed me that I got wrong info on XX/XX/XXXX, he attempted to terminate the forbearance again. No immediate resolution, I was told to wait 3-5 more biz days. This phone call lasted 45 minutes.
XX/XX/XXXX : Called customer service to see what the status was, spoke with XXXX XXXX, escalation specialist, phone number XXXX. He reported that XXXX 's attempt was unsuccessful so he went through the process for the 3rd time AND escalated the problem. He also emailed with his supervisor and someone named XXXX who pushed the problem back on XXXX and was no help. This call lasted over 1 hour.
XXXX then told me he would call me before EOD and that I should also try back tomorrow. He did phone me and left a message reporting that he had no updated info.
XX/XX/XXXX : No change to the status of my account. I am now on hold waiting for yet another supervisor. I was just told that no supervisor is available but one would call me back in 48 hourswhich of course means 48 biz hours so sometime on Tuesday, XX/XX/XXXX.
Those are the facts.
I feel like this is one of the worst companies I have ever interacted with. Everyone is pleasant on the phone but completely ineffective. They are incapable of doing anything other than reading off a screen.
If I could punish them for the hours of wasted time and stress that they have caused, I would gladly do it. Hopefully this complaint will shame them in some way.
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11/13/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American, Servicemember |
For a couple of YEARS now we have had a billing issue where we purchased a home warranty from a company Nationstar ( now they changed their name to Mr. Cooper ) recommended. We paid the warranty company in full, each time a one year policy payment upfront. Yet Nationstar/Mr. Cooper shows overdue payment ( s ) of {$860.00} for this " Optional Insurance ''. We have called several times, sent in the proof of the annual payment, and the consecutive annual payment we paid, including a copy of the bank statement showing all paid at once.
Upon talking to various Nationstar/Mr. Cooper personnel, they first said " You have to call the home warranty company as they authorized Nationstar/Mr. Cooper to automatically pay from your monthly mortgage payment ''. I called the home warranty company, they said absolutely not, they did not notify Nationstar/Mr. Cooper to deduct that as they show we pay the entire bill upfront directly to them. I did not authorize the deduction monthly, I have asked for proof of such authorization and Nationstar/Mr. Cooper can not provide that proof to me ( because they do not have any such authorization ).
Even putting Nationstar/Mr. Cooper on a conference call with the home warranty company supervisor, has not stopped Nationstar/Mr. Cooper from continually putting this incorrect/bogus amount on our monthly mortgage statement. We had assurances they would, and still each time I call they say in " 10 days we will send a letter showing the amount removed '' and they NEVER DO! So now our XX/XX/2018 statement STILL shows the amount " Overdue Payment ( s ) of {$860.00} and WE DO NOT OWE AND THEY REFUSE TO REMOVE IT.
We took their recommendation, bought and paid for the home warranty policy, renewed and again paid the complete annual policy amount, all shown on our bank XXXX Statement and they REFUSE to comply with our request. We are done, we need help and they will not correct this, we ask they be ordered to correct the mortgage statement and put in writing they have done so please.
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05/29/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
XX/XX/2019- We are a senior couple. We purchased a home and closed on it a year ago with XXXX XXXX. 5 months ago the note was sold to Mr. Cooper.
Although we make our home payments with escrow, these companies did not and are not paying the home insurance on time!
This leaves our home uninsured and uncovered for risk. We live on the Gulf coast in a high rsk area. After the time has lapsed they have submitted insurance payment but we received virtually zero coverage for the alotted time. This happens because these mortgage lenders control the escrow money and it's dispursements.
Basically it is robbery since we have never been reinbursed for time ( s ) our home was not covered due to their neglect.
Mr. Cooper purchased our loan ( 5 ) months ago. They too held our money paid into escrow. we called and they told us we could NOT close our escrow with them and pay our insurance and taxes ourselves! Our insurance went into default with Mr. Cooper 's escrow! We had to pay an additional {$500.00} because of their neglect to pay ( while they withheld all our insurance money in their escrow!
Our insurance agents date and time stamped requests for money went unanswered!
Last year during Hurricane Micheal XXXX completely neglected to pay our FEMA flood insurance. Astonishingly they paid it LATE -on the very day that the hurricane had already PASSED our area. You guessed it, no refund and NO refund. XXXX had our insurance money in escrow at the time. We basically got zero coverage for the hurricane! But we Still HAD TO PAY and that was on time!
It MUST BE NICE to charge people for insurance, and enjoy a virtually RISK FREE profit.
We are quite upset that we have had to not only endure the risk but also pay the fines when they are Neglectful.
Mr. Cooper has refused to close our escrow account. How can it be legal for them to FORCE us to use a service they are pretty bad at? Every time they pay our bills late in the escrow it costs them nothing and profits the insurance folks risk free bottom line-
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02/17/2023 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
Im a XXXX for the XXXX XXXX XXXXXXXX, due to covd19, I called Mr.Cooper to get assistance with my monthly payments. Mr.Cooper gave me an extension on the covd19 payment protection plan until XX/XX/23, they also advise me that I will have 3 options to choose from, when I get ready to resume making my payments, which was to reinstate, extend my past due payments to the end of my loan, or apply for mortgage assistance. I called Mr. Cooper around XX/XX/23 to resume making my payments, and they inform me that the option to extend payments to the end of my loan, was stopped by VA without giving me any notification, so they were going to review me for a disaster modification, it took Mr. Cooper 2 months to tell me I was decline for a disaster modification. I immediately called VA on XX/XX/23, and they inform me that VA still offer extending payments to the end of the loan and that Mr. Cooper can offer me a REFUND MODIFICATION, VA inform me that Mr. Cooper does not want to participate in this program to help homeowners. Why would Mr.Cooper lie to consumers about VA not wanting to help homeowners during this pandemic, with their decision not to extend my payments, I have a balance due of {$25000.00}. I would have never ask to pause my payments with Mr.Cooper, if they are not going to honor the XXXX options given to me when I notified the servicer that I was impacted, I was also current on mortgage and have never missed a payment before I went into an agreement to pause my payments. I thought that this program was passed by the Cares Act to help homeowners during this challenging times, and not put consumers in Foreclosure. The last conversation that I had with Mr.Cooper is to submit another application to be reviewed for a traditional modification with documents, which everyone that will not help me, so now my credit has been impacted and I have a {$250000.00} past due mortgage, all because Mr. Cooper lied about me having the option to extend my payments. Please help me, I don't want to loose my home.
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09/19/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I have constantly been contacting Mr. Cooper about my account issues beginning shortly after my first payment on XX/XX/XXXX.
When I made my first mortgage payment, Mr. Cooper deducted the payment from my account twice. This unauthorized second deduction caused an overdraft in my account, and I contacted my bank to help resolve the issue as Mr. Cooper was non-responsive. Mr. Cooper would not promptly respond to my emails asking them for an explanation for my account issues ( why I had no payment due in XXXX ), the second unauthorized deduction, and the overdraft fee that they are wrongfully charging me ; instead, I receive vague responses after about two weeks, which is ridiculous. I have documentation of my emails to Mr. Cooper, as well as my bank 's resolution and proof that the payment was deducted twice.
Here is my last email to Mr. Cooper Can Mr. Cooper please reconsider and reverse the fee? I didn't willfully make a second payment, which is why I sought out a dispute. I hope Mr. Cooper considers the impact that such fees have on buyers.
There seems to be a misunderstanding of what happened.
My first payment was posted on XXXX, and the second erroneous payment was posted on XXXX. The insufficient funds fee should be waived because the second deduction should never have been made in the first place. This payment was not made by me and was somehow made in error.
The fee exists because somehow, payment was taken from my account twice. I inquired as to why I did not have a payment until XXXX as I knew one would be due in XXXX, and nobody could give me an answer. To my surprise, I discovered the payment was taken from my account, and I did not authorize this action.
The payment that was reversed was an unauthorized payment posted on XX/XX/XXXX that was somehow taken from my account. I ask Mr. Cooper to please explain why the second payment was made on XXXX when the payment posted on XXXX went through in full?
Can Mr. Cooper please consider reversing the insufficient fund 's fee?
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07/07/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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We are homeowners who have lived in our home for decades and have NEVER been late on a payment. Our mortgage servicing was sold by XXXX to Nationstar ( who market as " Mr. Cooper '' in a phony attempt to be " human '' ) several years ago. Our mortgage is due on the XXXX of the month but with the grace period it is actually payable up until the 15th. Needless to say I ALWAYS pay close to the 15th -- who wouldn't? -- and this should be very obvious to Nationstar. However, for at least the last several months, every month on or around the 7th of the month I get an automated call from Nationstar telling me to call another of their 800 # s. When I call I get voice response messages with selection options that more than imply there is some presumption that we are about to go delinquent on our mortgage.
We are living under enough stress already under the stay-at-home order and other disruptions to our lives caused by COVID. At this point I feel that Nationstar is harassing me, or somehow has singled me out for differential treatment not based on any facts related to our stellar payment record on our mortgage. However, it is impossible to get a human being on the phone to ask them to go away. Are they assuming because I am a woman I will be late? Because I am over XXXX? It is hard to say.
Please can you make them go away and stop robo-calling me for no reason. If there is a real matter they want to discuss they can send me a real email from a real human being. However, there is none I can identify as we are prompt payers, have no other relationships with Mr. Cooper, nor after this treatment would we ever. Mr. Cooper is a joke. Their treatment of me is harassment.
As a former banking executive I know that this complaint will have to be handled directly by Nationstar. SInce they have treated me so poorly and make it impossible to get in touch with them directly with ease I was left with no choice but to route this issue to you. Perhaps now they will listen and stop these practices.
Thank you.
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09/02/2020 |
Yes |
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- Trouble during payment process
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Web |
Older American |
I am assisting my mother with monitoring payment for her FHA mortgage for property address located at XXXX XXXX XXXX # XXXX, XXXX CT XXXX. There are two specific issues that I would like to be addressed by the company, Mr. Cooper. I have sent a letter to them regarding the first and have tried to call to discuss the second.
1. Removal of FHA Payment The initial sale price on the property is {$170000.00}. Per the Informed Consumer Choice Disclosure once the loan to value is at 78 % the FHA payment should fall off the loan. This has not happened to date. The argument they will puffer amounts to there being late payment on the account. However, by review of the loan, there appear to be a preponderance of errors not only attributable to my mother but also to the manner in which the loan has been serviced. I believe that she has been taken advantage of as an elder person as well as her lack of knowledge about loan servicing. The matter came to my attention and admittedly I was very upset and did not address the concerns in a calm way. It is hard to see my mom on the verge of loosing her home when the issue is based on poor loan servicing. Mr. Cooper mishandled escrows among other issues while constantly making my mom believe that her loan is on the verge or foreclosure. She consistently tried to catch up with very little relief. The loan was not handled in her best interest and it appear the servicer was only concerned with assessing more fees rather than righting the errors.
2. Late Fee Charges The monthly payment is {$960.00} ( principal and interest ) with a 4 % charge for late fee. At present, Mr. Cooper charges late fee on ( principal interest taxes and insurance ) for a total of {$61.00}. As a consumer the borrower has the option to pay the escrow independent of the loan servicer. Late fee should not be charged on taxes and insurance. I have tried to discuss with Mr. Cooper but have had no feedback.
Please assist in getting these matter resolve so the loan can be serviced correctly.
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02/05/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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During the XXXX XXXX of XXXX, I suffered great losses on a number of my rental properties, due to non-paying tenants. I had to declare bankruptcy. I filed, Chapter XXXX. I was able to re-organized all my debts with the exception of my primary home. The mortgage holder at the time was, XXXX XXXX XXXX. They adamantly refused to negotiate, ultimately filing for foreclosure.
In XX/XX/XXXX, I refinanced four investment properties with XXXX XXXX, with an interest rate of 10.75 %. Although I was aware that this rate is excessive ; I had to do this as an emergency, to cash out funds, to save my primary residence, which was about to be foreclosed upon. The closings took place on XX/XX/XXXX. Immediately upon closing, the mortgages were sold to MR. Cooper.
As per the Mortgage Note, my first monthly payment was due, XX/XX/XXXX, with a grace period of 12 days. See attached Mortgage notes. I sent my first payment to MR. Cooper on XX/XX/XXXX. The checks were cashed between XX/XX/XXXX and XXXX. See attached copies of cancelled checks.
The end of XXXX, I received a call from a representative of Mr. Cooper, claiming that, three of my loans were past due. I told the representative that all loans were up to date, my first payment was due XX/XX/XXXX. According to the, representative, my first payment was due XX/XX/XXXX, I referred him to the Mortgage XXXX, which clearly states XXXX, XXXX. Over the ensuing months, Mr. Cooper continued to fail to apply payment to three accounts, despite cashing all checks ; all while, still making harassing phone calls, demanding payments. In XXXX of XXXX, I faxed copies of cancelled checks to Mr. Cooper, however the phone calls did not stop.
As of this date, I have not received my 1098 statement from Mr. Cooper,. for the follwing accounts : 1.- XXXX XXXX XXXX XXXX Loan XXXX XXXX 2.- XXXX XXXX XXXX XXXX Loan # XXXX 3.- XXXX XXXX XXXX XXXX Loan # XXXX Im asking for your assistance in solving this problem. Looking forward to hearing from you, I remain.
Thank you, XXXX XXXX
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01/31/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
Servicemember |
In XXXX of XXXX I called Nationstar Mortgage, ( DBA Mr. Cooper ) and entered into a pandemic forbearance agreement. In XXXX of XXXX I called Mr. Cooper asking to come off of the forbearance. In XX/XX/XXXX Mr. Cooper stated my forbearance had ended. I had called Mr. Cooper since XXXX trying to make payments on the home, their response was always the only payment they would accept was the entire forbearance amount to bring the account current. I have attached a screen shot dated in XXXX from my Mr.Cooper account that shows my account is not eligible to make payments. I even filed a complaint with the CFPB because of Mr. Coopers reluctance to to provide a forbearance workout plan. Its was my understanding that paying the entire forbearance amount could not be a requirement for Pandemic related forbearance. Because of their insistence that the account be brought current in full and no other option given to us at the time we were in fear of loosing our house and its equity. My family and I made the very difficult decision to sell the home we loved. It went under contract on XX/XX/XXXX. On XX/XX/XXXX We received a e-mail stating Mr. Cooper had approved us for a loan modification that would begin on XX/XX/XXXX. However it was to late as our home was under a binding contract to sell. The sale of our home closed on XX/XX/XXXX and Mr. Cooper was paid in full on the same date. On XX/XX/XXXX 17 days after the account was paid in full and closed I received notification that Mr. Cooper has reported my account as being past due 120 days. I tried very hard to work this out with Mr. Cooper but at every step they refused to except anything except for full payment of all pandemic forbearance payments until I filed a complaint with the CFPB. This reporting of delinquency is in retaliation for me filing the earlier complaint with your agency.
It is also my understanding that under the CARES act, payments missed due to being on a Pandemic Forbearance plan can not be reported to the credit reporting agencies.
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09/01/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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On XXXX Mr.Cooper took over my Mortgage from XXXX on XXXX I mailed a notice of error of escrow because the amount they were trying to collect was far too high, and my escrow balance was too high compared to what would be owed in taxes at end of this year. They ended up providing me with a refund of escrow because they deemed what I said to be correct. By XXXX my bill & escrow amount was correct totaling {$1500.00}. By XXXX the bill was for incorrect amount of {$1900.00}. I spoke to XXXX in customer service on XX/XX/XXXX @ XXXX to address this, as they increased the escrow from {$410.00} to {$750.00}, in error. They also noted the payment I made in full on XXXX was a partial payment ( error ). After speaking with XXXX, he said hed have escrow analysis done. I received two letter from Mr. Cooper. One dated XX/XX/XXXX & one dated XX/XX/XXXX & Both showed my escrow to be {$410.00} with payment amount of {$1500.00}. I made that payment on XX/XX/XXXX. I received a statement they created on XX/XX/XXXX showing my payment due XXXX in the amount of {$3800.00}. They did not apply my full payment from XX/XX/XXXX to my XXXX due date. They actually suspended the payment I made! On XX/XX/XXXX I spoke to XXXX XXXX who states that because I made my payment prior to XXXX, that I messed up my account! The escrow noted as due was incorrect on this statement, as well as payment due. XXXX XXXX states my payment should be {$1500.00} and that she would rectify this and told me to make my payment on XXXX, and not before. On XXXX I logged into online account and it shows payment due in amount of {$1600.00}, with escrow at just over $ XXXX-all incorrect again! I have left a message for XXXX XXXX and sent her an email regarding the incorrect amount due today! They constantly try to adjust my escrow when nothing has changed, and this is after they have done XXXX escrow analyses to show my monthly escrow of {$410.00}! They constantly try to rip me off. And continue despite numerous calls and attempts to rectify this.
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10/17/2019 |
Yes |
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- Struggling to pay mortgage
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|
Web |
|
My husband was on medical leave post surgery and we asked for assistance with the mortgage to be able to afford or lower the payments temporary during his 3 months leave. Mr. Cooper said we could do a loan modification.
Mr. Cooper mortgage company told us they would modify our loan and we had the option to make payments or not while we were waiting for them to process it. During the process we missed the three payments which total about 6,000 .Understanding we had at the time a total income of XXXX a month so, when he went on leave it dropped by half until he began receiving 60 % of his income from his XXXX XXXX leave.
The problem is Mr. Cooper failed to disclose the full details of the modification and didnt explain in detail. We were explained and to our understanding that the payments were going to be moved to end of the mortgage loan. In reality, we were taking out a second mortgage with a different lender. We were not explained this part of the modification. We only found this out when we went to take the equity out to do repairs and remodeling. It was then that we found out that we had two mortgage loans.We had the opportunity to read the contract with little understanding of what were signing. It was our mistake not seek help to assist us in understanding the paper work.
We trusted our mortgage company and didnt know the correct question to ask to get the answers we needed or to disclose this information. We did not get any money out of it. The second mortgage was a sum total of XXXX that was distributed by Mr. Cooper mortgage company to were they designated it to go.Now we have this mortgage that we cant do anything not even sale the home until that second mortgage is paid up front.
However, It paid the missed payments but if we had known we wouldnt have done that, we couldve made partial payments and excepted the late fees or let something else become delinquent or found other ways to pay. We were not totally broke we still had my income. I was still employed full time.
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07/11/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Servicing was transferred including escrow XX/XX/XXXX. All tax and insurance including Flood information was included. Flood Ins was due XX/XX/XXXX. The bill was sent to the original servicer because the servicing transfer was not processed correctly. Neither the original servicer or the current servicer notified the Flood Insurance company of the change. Both are at fault and are violating the servicing transfer regulations. I have attached a copy of the pending bill that shows the original servicer still being listed that was provided to me yesterday by the Insurance Company. Last week I received a letter from my current servicer threatening to force place insurance if I did not " quickly '' provide evidence of insurance. I understand that my current servicer did not receive the bill and that my previous servicer should have forwarded it. I also know that the money to pay the bill is in my escrow account. My complaint is that I have contacted my current servicer, I was able to speak to an individual who sent me to the wrong department and then I was sent to another wrong department and they directed me to file a " Help ticket ''. I tried to " Chat '' that doesn't work well either. The press this number automated system is not built for a situation like this and I spent over 2 hours calling different numbers to help them resolve what is their problem. I have attached the response I received from the " File a ticket '' that I was directed to and that comes up when you select " File a Complaint '' on the website. The response says that they can take up to 7 days. I didn't get 7 days in the demand letter they sent to me. Meanwhile, I have no Flood Insurance coverage and according to the demand letter they will take something like {$2200.00} from my escrow account for the force placed insurance while my current policy is {$620.00}. I believe they will respond to you much faster and probably provide you with a contact. I only get a contact if I want a new loan. Appreciate your assistance!
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03/09/2018 |
Yes |
- Mortgage
- Reverse mortgage
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- Trouble during payment process
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Web |
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XXXX XXXX advanced me property tax funds several years ago. I assumed it came from the appx {$55000.00} equity I thought I still had in this property. I was told many times just to pay it back as I could. No loan person told me a reverse mortgage causes you to lose access to the remaining equity after the pay out. I paid {$120000.00} cash ( all of my retirement ) got about {$67000.00} and the rest went where? XXXX XXXX has admitted to poor ethical behavior and I am sure it far exceeded what we know. It was their culture at the time. I was told several times that if I said I was going to call a lawyer or was unhappy with the situation, I would be " sent to the office of the president '' and they were done working with me and would retract my ability to pay back the taxes.
When confronted, XXXX just denied it. I gave up the fight, entered a repayment plan and began exceeding the required amount and continue to do so. I am now within about 6 months and {$3000.00} of once again owning the house I paid cash for. I was notified in XX/XX/XXXX that my HECM loan had been sold to XXXX XXXX ( XXXX ) and the same repayment began to be made to them. Last night ( XX/XX/XXXX ) an appraiser called me to say XXXX had ordered an REO Appraisal on my town home. I was an appraiser and a professional practice instructor for 30+ yrs. I know the other appraisers. Without reason and without any warning to me, XXXX puts an REO Appraisal request for my property out on the appraisal network. I am in my XXXX 's and not in great health and with one asset -- this town home. Imagine the shock out of nowhere getting a call at XXXX XXXX XXXX and having someone say they have been hired to do an REO ( accepted as synonymous with foreclosure ) on your home. I am meeting all the terms of my repayment and now this. I have worked ( literally back to work ) to clear this up and now XXXX adds embarrassment to the situation. I assume they are going to deduct the costs from me. I want other borrowers to beware this company.
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02/26/2021 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
Hello I sent Mr Cooper a {$6000.00} cashier check and a money order for {$940.00} to cover XXXX monthly payment. I spoke with Mr Cooper and I was told to send {$5600.00}, in which I sent {$6900.00}. They claim it was never received at the beginning, which I had tracking on the {$6000.00} showing that it was received. They told me once it was received they will apply funds, but never did. Finally 1-2 weeks later I called Mr. Cooper and they stated they will be sending funds back, because its not enough to cover my mortgage arrears, because I owe {$7600.00} now. This was in the middle of XXXX. I told them I sent them the amount I was told to send to bring my loan current. All they can say is sorry. I received my cashier check back with letter was was dated XXXX and stating I owe the {$7600.00}. On XX/XX/XXXX I receive another letter stating I now owe {$9700.00}, which was only 5 days letter. This amount is unacceptable and inaccurate and they are overcharging me for fees. There has to be a extreme error on my accounts. On XX/XX/XXXX I spoke with someone at Mr Cooper and they are now staying I owe over {$11000.00}. This is ridiculous. I was told in the months of XXXX I was charged {$910.00} and additional {$130000.00} for corporate advances and on XX/XX/XXXX a additional {$4300.00} for corporate advances. Thats over {$6000.00} in the month of XXXX just 2 months. On my mortgage statement for XXXX, it shows clearing how much my reinstatement amount Is, which is {$7900.00} which is accurate with the months Im behind and legal fees from your office..Also I paid XXXX Mortgage, so Im only behind from XXXX XXXX. Mr Cooper needs to adjust my account for overcharging me whatever fees they are charging me. Back in XX/XX/2019. I sent Mr Cooper a {$65000.00} cashier check for a sheriff sale and foreclosure, which I also believe Ive been overcharged for those fees and they need to adjust any errors on my account from those fees. There are several errors on my account, in which they need to fix ASAP.
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12/10/2018 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
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Web |
|
The following is in response to reference # XXXX/XXXX. Mr. Cooper responded to the question of tax payments being sent to the taxing authority agencies. After significant research, phone calls and past documents we have structured this response : by the statements provided by Mr. Cooper ; the question of the tax deferral XXXX was stated to have been in place since XX/XX/XXXX. The deferral has been in place much longer than this date, we purchased the home in XX/XX/XXXX and proof of XXXX was provided in person by visiting the XXXX County Appraisal District ( HCAD ). This is beside the point but it must be pointed out that this information is incorrect. In addition, the deferral has been in place but did not become a point of collection activity until the loan was modified. By Mr. Cooper admission, part of the modification of a loan is to pay pass taxes. Did this servicing unit over-look those with a XXXX deferral in place? We do not believe Mr. Cooper has a policies in place to address an exception for homeowners/consumers with XXXX deferrals and exemptions. Further, these taxes were placed in escrow resulting in a minus {$28000.00}. This will ultimately result in higher payments. Although Mr. Cooper 's information on how tax deferrals work was given in their response, this information has been known since obtaining a deferral 12 years ago ; the taxes are only a deferral and must be paid after my death or the sale of our home. Please provided information that is unknown. Why were payments sent out to pay taxes in the year XX/XX/XXXX? This home was purchased in XX/XX/XXXX??? The statement from Mr. Cooper suggest there is no refund to be requested because the taxes are actually owed, is this what is being used to support your error, why wasn't this an issue before now? This did not become an issue until the loan was modified. Otherwise, taxes dating back to XX/XX/XXXX would have been place in escrow or not, please explain your position and the policy you have in place to address this.
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01/23/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
|
Nationstar Mortgage d/b/a Mr. Cooper alleges to have acquired servicing/ownership rights to an alleged loan that was RESCINDED in writing XX/XX/2006 at XXXX XXXX ( see attached confirmation sheet ) from SETERUS INC.
SETERUS INC WAS finally made to surrender their license by both Federal and State regulators, but not before they passed their heavily flawd and fraudulent servicing platform on to Nationstar Mortgage d/b/a Mr. Cooper.
XXXX XXXX was notified of the RESCISSION that took place in 2006 and was provided a copy via CERTIFIED mail. NATIONSTAR MORTGAGE d/b/a Mr. Cooper was also notified of the rescission.
I have had more than {$200000.00} cash dollars extorted from me by XXXX before and the alleged loan was identified as a part of the national mortgage settlement agreement. ( see attached ).
My home has no unpaid mortgage on it. SETERUS HAD NO ENFORCEABLE CONTRACT TO DEMAND MONEY NOR DOES NATIONSTAR MORTGAGE d/b/a Mr. Cooper.
NATIONSTAR MORTGAGE d/b/a Mr. Cooper IS WILLFULLY with full knowledge filing fraudulent documents into the XXXX County Ga land records ( See attached ) IN VIOLATION OF GEORGIA 'S The Georgia Residential Mortgage Fraud Act ( O.C.G.A. 16-8-100 et seq. ) Under the Georgia law, a person commits the offense of residential mortgage fraud when, with the intent to defraud, the person : Files or causes to be filed with the official registrar of deeds of any county of Georgia any document the person knows to contain a deliberate misstatement, misrepresentation, or omission ...
Nationstar Mortgage d/b/a Mr. Cooper is demanding I submit payments to them using a loan/account number that has no legal contract tied to it. Nationstar Mortgage d/b/a Mr. Cooper has assigned a void contract in my county land records to itself on behalf of XXXX XXXX. XXXX XXXX disavowed that fraudulent claim by SETERUS INC and XXXX XXXX confirmed and clarified its previously provided history with the former XXXX transaction in writing, making the assignment of NAtionstar a total fraud.
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09/10/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
- Escrow, taxes, or insurance
|
|
Web |
Older American |
Our home mortgage is with Nationstar Mortgage, dba " Mr. Cooper '' ( " XXXX '' ). There is an extensive history of XXXX cheating its customers, including XXXX recently brought by CFPB that resulted in XXXX paying out $ XXXX in restitution ( Case Number XXXX ). Looks like they are at it again. Maybe CFPB is already aware of this scam.
The brief History is that I recently Re-Fied, and my loan went thru a couple of sales, finally winding up with XXXX about a year and a half ago. Starting 6 months ago XXXX initiated a cyclical process of asserting that " their records showed '' my insurance to be lapsed of deficient. I would respond, submitting complete evidence of insurance, and after a bit of back and forth, I would receive a statement that the matter had been resolved and " no further action was needed at this time ''. After a couple of weeks, the cycle would repeat. This happened 3 times, and then XXXX 's suddenly purchased unnecessary insurance, and did this immediately after one of its " all is resolved '' letters. This resulted in a substantial increase in my principle, by the cost of the insurance, and the funding of a bogus escrow account. My monthly mortgage invoice has increased by a bit over {$100.00}.
I submitted a very detailed and documented complaint. XXXX responded, and in my opinion just dug their hole deeper, doubling down on their fraudulent assertions and threats of extortion. I have answered that with an even more detailed response.
I will do my best to submit all the relevant files as ZIPs, which should preserve folder structure. But given the 10MB size limit, it might be several zips. I hope I don't time out while I am putting all that together. OK ... 6 ZIP files ( of PDFs ) coming...
FIRST COMPLAINT zip files : Demand Letter Exhibit ABCEF Exhibit D -- ( Insurance Purchase ) Part 1 Exhibit D -- Part 2 Exhibit D -- Part 3 SECOND COMPLAINT zip file : Second Complaint Thank you kindly for taking this matter on, and I eagerly look forward to your response.
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11/17/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
|
My home had damage from Hurricane Irma in XX/XX/XXXX. We filed a Wind damage claim with our insurance company in XXXX, within the 3 year window. After almost XXXX years of fighting with XXXX XXXX XXXX XXXX, and going to court settlement, we finally were granted a settlement, with the help of our Roof Contractor, and Public Adjuster we hired during the process. Nationstar Mortgage LLC, DBA Mr. Cooper, is our current lender and we needed them to endorse the check that came from the settlement, so we can start on our roof replacement repair. The check was sent to our lender for endorsement in XX/XX/XXXX. After several weeks of no response or seeing a copy of the endorsed check, it turns out that our lender, Mr. Cooper, lost the check. Our legal counsel had to have the opposing counsel request another check to be cut. After 3 months, a new check was sent out again, for all parties to endorse, in XXXX, XXXX. Then on XXXX, Hurrican Ian hit our home, here in XXXX XXXX, FL, and our home sustained even more damage, and yet we still never got our roof replaced/repaired from a Hurricane that hit in XXXX. Our lender, Mr. Cooper, sent us the check back, not endorsed, stating that the Public Adjuster we hired, couldn't be named on the check, and a new check would need to be cut without their name on it. They state that this is a FNMA rule. We explained to them that the court ordered the check to be cut this way, and a new check couldn't be cut without the Public Adjuster on it. Meanwhile this is all going on, several weeks keep passing, and my roof is still damaged from 2 hurricanes, and my lender is not helping us out, the customer. We are beyond frustrated and exhausted, and feel that our lender doesn't have our best interest in mind, to facilitate and work with us, to endorse the check, so we can actually get our roof repaired. We have XXXX children, several with XXXXXXXX XXXX XXXX XXXX and our lender is at fault for not endorsing the check, so we can make our home healthy and whole again.
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11/02/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
- Trying to communicate with the company to fix an issue while managing or servicing your loan
|
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Web |
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This is the second complaint I am lodging against Mr. Cooper. This company is problematic on many fronts! The first complaint I filed is still with them -- and they probably won't respond or if they finally do, it will be a canned response and nothing will be resolved. I have been disappointed with them from the time they took over my mortgage from XXXX XXXX.
They are impossible to reach by phone or email ( only chat is available and the agents are of no help ). Even though I set up an account dutifully, they continued to send me urgent alerts by email and regular mail stating my mortgage payment would not be paid unless I took even more action ( which was nonsense ). This scared me as I have never missed a mortgage payment and I had set up an account and completed all steps that I needed to for ACH payment processing.
Then they started bombarding me with predatory lending marketing emails stating I should take out a loan against my home 's equity. I asked numerous times to unsubscribe and continued to get those emails.
Today, I learned that they were the victim of a cyber-attack on XXXX and now their entire website is on lockdown -- as a mortgage customer I can not log in or view anything related to my account. This is egregious!
This is three strikes -- this company needs to be put out of business and folks like me who work hard and pay our mortgages need to be allowed to bank elsewhere. I did not select this company and do not want to do business with this company. They are unprofessional/incompetent at best and and running some type of scam at worst. I do not trust them. It's one thing after another. I demand to be allowed to bank elsewhere and transfer my mortgage to a reputable institution ASAP! I have filed complaints everywhere I can ( with the FTC, XXXX, and this site ). Mr. Cooper must be held accountable for negligence and the inability to run a business at even a basic level of competence -- I am worried about the impact this will have to my family and home!
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03/09/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
I have money in my escrow account at Mr Cooper they work with a company called XXXX they do all the escrow payments problem is no one can reach them by phone and only people from Mr. Cooper can type them a message and wait for a response sometimes it takes hours sometimes days they received bills for my taxes that were due on the bottom of the bills and tells you if its escrow or its non-escrow. In any case XXXX took the money out of my escrow and pay the sewer bill that I already paid because its my responsibility and not theirs. I was very disheartening to find out that weve got eight weeks to wait for them to correct the problem and put my money back in my account Ive made 15 attempts to get them to move it in faster and then Ive signed papers to try and do my own escrow myself because I never wan na deal with this again Ive always handled my own taxes and insurance without escrow. I will be sending you pictures of the Mr Cooper bill for my taxes so you can clearly see what was taken out and sedate I do not have it back in my account since mid XX/XX/2023 were in XXXX the middle of it right now. I dont want somebody holding onto my money and earning interest on it well I have to sit and wait for the end up back into my account if I wasnt on top of things Id forget about that and not go into it also XXXX XXXX app is not accurate when you go into looking at your escrow amounts and your mortgage payments its very confusing and they dont show where the money was taken out yet I got a bill that it was taken out I also have a friend that runs the tax office in XXXX CT and she asked me why I paid it twice thats what tipped to be off!! not Mr Cooper not XXXX and that strange how they werent going to tell me what they did with my account. I dont like it its unethical I dont trust them and I dont want their hands in my escrow account anymore I need help with this. Mr Cooper and employees do not seem to see the urgency and putting money back after they made a mistake and it wasnt mine.
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04/07/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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After a purchase of our home the mortgage was sold to Mr. Cooper ( https : //www.mrcooper.com/ ). Everything was smooth until we decided to refinance our home with XXXX. We obtained a payout amount which was valid past the date of our settlement date. Our new mortgage product was such that it was split into two parts and therefore the bank sent two separate payout amounts to Mr. Cooper. When Mr. Cooper obtained the first payout amount, they applied part of it to the current month 's mortgage, and as they explained, since it was not the full payout amount, they applied another payment to the following month 's mortgage ( which included about {$2000.00} in interest ). When all the accounts were settled, we were still missing about {$2000.00} and no one could explain to us where this money went. We tried to call Mr. Cooper 5 times and each time we got hung up on. Finally they sent us a payment schedule, which did not explain how or where the {$2000.00} went. We reached out to our new bank and asked for their help. All three parties got on a phone and were told the same story : Mr. Cooper doesn't owe you anything '', but we persisted, because 2+2 was not adding up to 4. So they escalated - and surprise - we got hung up on AGAIN! 40 min later, we finally got through to another escalation agent, who told us that the payment was applied to the month of XXXX and when we enquired what the interest of that month is - it was approximately the {$2000.00} dollars that have been missing from our equation. Needless to say that they also did not prorate the interest for the month of XXXX although they only serviced our loan for the first 9 days! This is very wrong and a way for Mr. Cooper to pocket extra $ $ $ from unsuspecting and non-diligent consumers, who trust that the banks do the right math. We have not received a correction or a refund yet.
This sounds like a deliberate way of conducting their business and needs to be addressed by a regulator or a Class action lawsuit.
https : XXXX
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03/30/2020 |
Yes |
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- Trouble during payment process
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Web |
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Nation star aka Mr Cooper I have an FHA loan that was taken out on XXXX XXXX. Mr Cooper services my loan I have never been late nor missed a payment for the life time of my loan, I own a XXXX XXXX a XXXX XXXX and my work all comes from an XXXX in NJ who is currently at a stand still due to the current epidemic.
Mr Cooper is offering a forbearance package to those who are suffering from financial hardship due to the coronavirus, they are offering a 3 month no payments, however they claim at the end of the three months the three months you have missed in that time plus the current month are then all due at that time and they will report all payments as delinquent until paid in full, they claim mr Cooper does not accept partial payments.
If that is what they are offering I cant possibly see how that can help anyone, it will for sure put me in foreclosure and Im sure many others if we are struggling with making the payment monthly now how is it possible I can come up with $ XXXXx 4 not to mention my mortgage was {$2300.00} in 2017 when I purchased my home, Florida doubled my taxes a year and a half after moving into my home stating it was reappraised and the 10 percent law did not apply to myself.
I am already struggling and I cant possibly see what mr Cooper is doing in this time can be acceptable while all other banks are putting the 3 months to the back of the loan as it should be that would be a true forbearance program as of this I see it as being a set up so they can take my home, if I am at risk of this how many other Americans are at risk of this happening its so unconstitutional and unfair.
I can not get in touch with anyone at this company I was told 6 days ago I would be called back and not loose my Spot in line to never be contacted now they have a message that states to go online and file the application. I really hope for the sake of myself and every other consumer with mr Cooper something can be done for us effected consumers thank you for your time XXXX XXXX
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05/03/2023 |
Yes |
- Debt collection
- I do not know
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- Attempts to collect debt not owed
- Debt is not yours
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Web |
Servicemember |
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX NM. XXXX Wednesday, XX/XX/XXXX Via CFPB and certified mail to address below Narionstar, aka Mr.Cooper Debt collector Notice Of Error/Request For Information, Including notices of error, complaints, requests for information, or other qualified written requests Attn : Customer Relations XXXX XXXX XXXX XXXX, TX XXXX XXXX : Account number for debt XXXX Dear Mr Cooper and XXXX XXXX ( debt collector attorney ), My name is XXXX XXXX XXXX and I am responding to your contact about collecting a debt. You contacted me by email on and unidentified the debt as belonging to a third party and that is 100 payments ( 8 years ) behind as the date of dischargeor that there is a second loan dated XXXX.
I do not have any responsibility for the debt youre trying to collect. I owned the property in XXXX and the current owner is XXXX XXXX, a XXXX XXXX. She did not authorize or sought a second mortgage or line of credit loan in XXXX from Mr Cooper on the property she owns since XXXX. Any loans should check title.
If you have good reason to believe that I am responsible for this debt, mail me the documents that make you believe that.
Stop all intimidation efforts to obligate me on debts of a third party, and record that I dispute having any obligation for this debt. If you stop your collection of this debt, and forward or sell it to another company, please indicate to them that it is disputed. If you report it to a credit bureau ( or have already done so ), also report that the debt is disputed. Any attempts to collect from my social security funds, XXXX funds or real estate property on an uncollectible stale or wrongful debt would be against FDCPA.
Stop all communication of your client and/or you with my employers, family members for collection of this debt. Any damages suffered to my job are a direct effect of your collection efforts against FDCPA.
Thank you for your cooperation. Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX NM XXXX XXXX
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03/11/2022 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
Mr Cooper is PURPOSLEY misleading. They haven't addressed anything since my original complaints in XXXX. They provide no new evidence to support that they are losing documents, how documents are stored when asked directly, retrieval specific itemized of documents when requested, when asking the clarification of their own 3-5 business days for modification it has never been answered the last fifteen or so complaints MR cooper and its employees have attacked my character when after years lies i send a one vulgar disrespectful email when i have sent hundred of emails begging for explanations, to speak with a representative that will help only to be ignored so when one complains to the governing agencies and nothing is done and the company that is the perpetrator doesn't admit wrong doing and continues harm the consumer with its shady tactics. im afforded protections through the FTC AND FCC for phone calls MR cooper sends the same letter almost verbatim they sent last year and its considered a response but the threshold of the consumer is so great that it has to be a class action matter in order for justice to be done. i provided the same exact documents almost exactly at the same time with the PENNSYLVANIA HOMEOWNER ASSITANCE FUND who will pay XXXX allegedly .. Not once have i gotten a call or anything so this government agency must be as absentee as mr cooper is... NOOOO its that my documents were and are valid and MR cooper PURPOSULEY didn't take anything i provided into consideration... I also filed a attorney general complaint because of the CFPB ineptness to help and OBUDSMAN inability to respond timely and help and all they did was say they are only respond cause i basically have been harrassing them and they keep showing that one email BUT CANT PROVIDE THE HUDNREDS WHEN I BEGGED FOR HELP this the most shadiest company from everyone in customer relations escalations chief compliance officer modification SPOC etc its all the same they cover up and live in the courtroom
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08/13/2021 |
Yes |
- Mortgage
- Other type of mortgage
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- Struggling to pay mortgage
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Web |
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I have been in contact with Mr. Cooper for several months now requesting an extension to my 12-month forbearance. They refuse to give me one even though I have a XXXX XXXX XXXX. They have also refused to provide me with any answers to any of my questions in writing ( I have all my messages to them saved ) concerning why I am not being given an extension. They refuse to offer me any kind of repayment plan ( other than pay my entire outstanding balance in one lump sum ), or deferrment. They are offer me pay up and foreclosure basically. I did get a hand delivered letter informing me that my forbearance was over and that I should call them. I have tried calling them and I usually get put on hold or hung up on. Now in defiance of this recent change in the regulation to restrict foreclosures until XX/XX/2022 XXXX today got a letter from some company in California that they have commissioned to start pre-foreclosure proceedings on my property. I'm sure they will be adding those fees to my bill along with other fees they were not supposed to charge to my account under forbearance. What can I do at this point to force them to comply with my request for a 3-month extension on forbearance? If I don't qualify for this restriction on foreclosure what can I do to compel them to provide me the reasons why in writing? And what further action can I take to save my home? What is especially infuriating is that I will be receiving an inheritance within the next 3-4 months ( possibly sooner once it is submitted for probate ) and they know that as I have submitted them the paperwork and yet they have gone ahead and taken this action to try and take my home away from me. They are also aware that I have six very old horses on this property and if it were to be foreclosed on they would not be able to be moved. But apparently this company doesn't care about those horses any more than it cares about complying with XXXX XXXX servicing regulations. I would appreciate any help you can give me.
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10/13/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Older American |
Husband died and I was not on the mortgage. I was not working but STRUGGLED to make payments. Bank XXXX XXXX was the mortgagor for 23 years before selling to Serterus. Serterus sold mortgage to Mr Cooper, Mr Cooper sold mortgage to RightPath Servicing in XX/XX/XXXX. I was told by a representative in XX/XX/XXXX that if i applied for forbearance i did not have to make payments for 6 months but could if I wanted. I asked the representative what happens at the end of 6 months ( XX/XX/XXXX ) and the representative said " you will resume your monthly payments. '' ) I had XXXX which has developed into long XXXX, after I had both vaccines and a booster.
In XX/XX/XXXX I sent Mr Cooper a payment for {$1100.00} which they accepted. RightPath Servicing took over the account in XXXX XXXX, XXXX. I did not get any statements from RightPath until XX/XX/XXXX. Because my name was not on the mortgage RightPath employees REFUSED to talk to me although I sent an Affadivit of Descent and was told by XXXX XXXX and XXXX XXXX that that was sufficient and It would be approved by XXXX XXXX within 10 business days. I called back after 20 days and spoke with XXXX in Arizona who promised to speak with XXXX XXXX I was not called back by ANYONE at RightPath nor will anyone talk to me. I sent RightPath a check for {$2500.00} via certified mail and return receipt and it was returned to me on XX/XX/XXXX. On XX/XX/XXXX I sent a NEW check for XXXX which has not been credited to my account.
Today XX/XX/XXXX I just recived a letter from Rightpath telling me the DOCUMENTS I need and the amount of payoff.
The clerk and an ATTORNEY told me the AFFIDAVIT of DESCENT should have been enough because I am the ONLY HEIR.
I feel this is and was an unfair practice because I feel they want to foreclose because of the balance is about {$7000.00}!!!!
I am 72 years as of XX/XX/XXXX and have long XXXX.
Please speak to them on my behalf. No mortgage company wanted the house when I had a HIGH BALANCE but now they do.
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10/07/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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I became past due on XX/XX/XXXX due to loss of job and income. Immediately upon learning and going thru this hardship I reached out to Mr Cooper for mortgage assistance and applied for modification on numerous times only to be denied over and over for numerous and false reasons for denial. Most recently I applied for mortgage assistance on XX/XX/XXXX and immediately on XX/XX/XXXX I was declined for modification assistance. Per the the lender they mentioned the reason for modification denial was my mortgage payment would increase and they could not achieve an affordable payments based of there guidelines. I feel this is information is negligence of Mr. Cooper and its investors for not assisting me. I feel Mr Cooper did not properly review my account in the one week they had it. When I submitted my financial I showed an available disposable income of {$380.00} which is sufficient to afford my payment in the event my payment was to go up. I have calculated an estimated modification terms, I owe for XXXX of {$140000.00} and I'm past due for {$100000.00} which is a total of {$250000.00} if Mr Cooper extends my terms to 480 months and reduces my rate to a current market Conv rate of 3 % my P & I payment would be {$890.00} which is lower than my current P & I payment of {$990.00} which stands as a predatory rate of 7.720 % - Mr Cooper stated they participate in the Flex Modification which when I looked online and after speaking to a Mr Cooper representative the program allows for 480 Term extension, Reduction of interest rate and unto 20 % balance deferment but Mr Cooper refuses to help. In addition, while under review the Mr Cooper and performed dual tracking while reviewing me for loss mitigation has had a sale date on my home I believe this is dual tracking of foreclosure. I have also asked Mr Cooper for the XXXX results showing proof on their calculation how they came up with this denial but they refuse. Mr cooper has failed to help me with any covid-19 programs eighter
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08/05/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
Home loan/Mr Cooper ( Nationstar ) I purchased my parents home in XXXX of XXXX after they passed. My loan was taken over by Mr Cooper in XXXX of XXXX. My paperwork was being processed by the XXXX XXXX County Assessor 's office for my change of title. I qualified for parent-child transfer ( Prop 58 ) in XXXX of XXXX but my file was not complete due to the pandemic. The assessor 's office sent me a letter that I qualified for prop 58 but no one was working in the office. I was told to continue paying any tax bills because I would be reimbursed by the Assessors office eventually. This put my property into reassessment. Mr Cooper changed my loan payment from {$1300.00} to {$2700.00}. I paid this amount for 6 months. According to statements {$1500.00} was to be applied to escrow, which they did not do. The office put my escrow account into the negative {$11000.00}. I tried contacting Mr Cooper several times but no one would help. I would start working with one rep then no reply continuously.
XXXX Assessors office finally did the reassessment and started sending my payments back to me. Mr Cooper finally ran an analysis but my loan payments were not being lowered so I contacted mr cooper and they said I needed to pay {$5700.00} to cover the negative balance but once they ran the analysis I would get it back. I've been trying to work with them but no response. I submitted a complaint to XXXX XXXX on XX/XX/XXXX but they said they can not audit Mr Coopers escrow because they are their own entity. MR Cooper did send me a refund for a tax payment they submitted in error. But now they are going to raise my loan payment in XX/XX/XXXX from {$130000.00} to {$1400.00}. They change my loan payments whenever. Statements sent to me show interest charged for {$4800.00} and a charge of XXXX XXXX, which last year the charge was $ XXXX.These amounts are about the total they owe me. I have been dealing with these problems for over a year. I've contacted two lawyers and they can not help.
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09/30/2021 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
In XXXX of XXXX after being affected by the XXXXOVID Pandemic we applied for and received Pandemic forbearance. In XXXX of XXXX I called my mortgage company, Mr. Cooper and asked to restart payments. I was told they would review with the VA what was allowed to make up the missed payments, and they stated it would either be a deferment or a loan modification. They then told me a week or so later that I didn't qualify for a deferment and that they could only offer a repayment plan of the missed payments over 10 months or a loan modification plan. The repayment option would increase my monthly payment from {$2400.00} to {$4500.00}. per month. I obviously can not afford to almost double my mortgage payment for the next 12 months. I objected to that and they said they would restart my forbearance and review the loan modification process. It took them until XXXX to make a decision that I did not qualify for a loan modification because they calculated my disposable income at over {$6000.00}. per month. My take home pay is {$6200.00} per month, and I have a {$580.00} VA XXXX payment. My total take home is under {$6800.00} per month. I have XXXX children, ages XXXX, XXXX, and XXXX. After regular mortgage payments, utilities, food and clothing along with my other financial obligations we are just able to make ends meet. With the {$4500.00} mortgage payment not an option, I sought out a refinance. I am fully approved for the VA IRRL which would have closed on XXXX and would lower my rate from 4.25 % to 2.99 % thus putting me in a much better position financially. At this point Mr. Cooper is blocking the refinance. If they would allow the refinance to move forward they would have the funds wired to them within 3 days to pay off the entire loan balance. The only logical explanation would be, that Mr. Cooper is using this tactic to force a foreclosure on my home because of the estimated {$160000.00} in current equity and homes in my area selling in an average of 8 days or less.
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03/30/2021 |
Yes |
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- Struggling to pay mortgage
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Web |
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When covid hit in XXXX of 2020, I decided to apply for the Pandemic Forbearance Plan since my job was reducing hours. I thought this would be a great way to ensure my house stay mine while I figured out what needed to be done to get money flowing back through my bank accounts. In XXXX of 2020, I started my own company and the cash flow increased enough to where by XXXX of 2020 I contacted Mr. Cooper to figure out what needed to be done to start paying my regular monthly payment again. I was told the only option I had was to do a loan modification so I started the process. Here we are 5 months later and I am still being dragged through the hoops. They denied my first application due to incomplete packet. So I re-applied. They came back with a trial plan offer of {$4700.00} for 6 months. I denied this plan because my normal mortgage payment was {$1800.00}, there is no way I could afford {$4700.00}. So we re-applied yet again ensuring they knew that only my income was to be taken into account for this modification not my parents. At which point they came back and denied me yet a 3rd time saying I was over extended.
It seems like this company has no intent on helping me keep my home and is only giving me the options to either pay the lump sum to reinstate or sell my home. I am bending over backwards trying to provide any information I can to keep my home and work out a deal and I am receiving no sympathy or even a sense of urgency from Mr Cooper in wanting to help me keep my home. They seem to not care at all about my well-being and honestly could careless if I lose my home. It is super sad that a company like this is completely ok with screwing people over during a global pandemic. I have done everything just trying to get back to paying my mortgage regularly and they have made that process beyond excruciating and very draining. This is not how loyal customers should be treated. I am fighting to not loose my home and I just wish they would do the same in aiding me.
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02/18/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
XX/XX/2022 Mr cooper has been supplied documents concerning the method of how income is dispersed the amount of how the funds are received and the date of when the funds are dispersed ( no consideration has been given ) I have supplied death certificate ( has not been acknowledged ) ive suppled my work contract ( ignored ) everything has been pending for about eleven business days and its has been like this since XXXXN. Im tired of writing and complain and nothing being done. This will be my last time writing to CFPB im going to start contacting legislation this is XXXX. This company circumvents rules whenever they feel like with impunity and CFPB you are responsible for this mess as well i have been tortured by this organization for YEARS Like I ve been literally checking mr coopers web site DAILY for updates or my email and i only get CFPB responses and the issues is satisfied with a " response and closed '' XXXX... The documents I have supplied mr cooper are valid and credible YOU VILOATED YOUR OWN POLICY MR COOPER 3-5 business days ( your own policy ) is a joke so keep pulling more arbitrary rhetoric out of your XXXX to save your skin. You been on a Sabbatical this entire time when im trying to adhere to a deadline only to push dates back cause when all know you LEGALLY cant do anything officially until XXXX ALLEDGELY ... OH BTW you notice not a SINGLE SPOC person has called me considering that my mod consideration is due to expire in about two weeks casue of the process THIS WAS USED LAST MONTH when you violated the law to call me TWICE but i suppose Mr cooper was was so concerned WHY ARENT YOU concerned now ABSENTEE servicer!!!??? cause its not convenient applying it to your situation to be absolved from liability??? admit you violated your own XXXX business day policy. SHOW why your fortune FIVE HUNDRED company lack the INABILITY to accept entire PDF files and it has to be uploaded one document at a TIME. PREDATOR STALLER LIAR SUBTERFUGE TRICKSTER ETC ETC
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08/27/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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|
Web |
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1 ) The mortgage servicer Mr. Cooper has denied the review of Mortgage Assistance for XXXX XXXX XXXX.2 ) Mr. Cooper states the monthly payment would increase therefore mortgage assistance application can not and will not be reviewed. However, Mr. Cooper has not provided any evidence of this, other than verbal communication.3 ) Mr. Cooper then stated that they would assistance and review any Loss Mitigation Assistance options and any efforts to resolve debt ; however a Ratified Contract of Sale has been provided to Mr. Cooper to sale property on XX/XX/XXXX and has not been honored4 ) Mr. Cooper has instead set a sale date of XX/XX/XXXX. Mr. Cooper plans on proceeding with the foreclosure sale, rather than honor the ratified purchase contract set to close on XX/XX/XXXX.5 ) The actions of Mr. Cooper are consistent with Dual Tracking. Dual tracking occurs when a mortgage servicer continues to foreclose on a borrower 's home while simultaneously considering the borrower 's application for a loan modification or other foreclosure avoidance option. In addition, Mr. Cooper violates the rule of RESPA AND ECOA, while failing to properly and timely provide Mr. XXXX with required communication in regards to Acceleration of debt, Verification of Debt, or any foreclosure communication.
2 This practice violates federal law ( 12 C.F.R. 1024.41 ) which ; The Consumer
Financial Protection Bureau, which was established by the Dodd-Frank Wall Street Reform and Consumer Protection Act of 2010, issued mortgage servicing rules that, after being codified into federal law, went into effect as of XX/XX/XXXX. Among other things, the rules restrict dual tracking.
6 ) As stated in the opening of this Notice of Error, Mr. XXXX complied with instructions provided by Mr. Cooper and provided Mr. Cooper with ratified purchase contract. However, a foreclosure sale date was scheduled, and assistance and purchase agreement ignored. As of XX/XX/XXXX, the sale date of XX/XX/XXXX remains on record.
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01/06/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
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|
Web |
|
To whom it may concern : I have been trying to save my home and to get approved for loan modification since XX/XX/XXXX. Originally I was dealing with Nationstar mortgage ( servicer ) who approved me for HAMP with a payment of {$2400.00} Payment for a trial period on XX/XX/XXXX. They then did not honor this approval. I have had a HAMP underwriter review my application, income etc, and was told that I should be approved. I also dealt with HAMP Admin when HAMP was still available. I have been getting the runaround since. Applied multiple times after being told by Nationstar and Mr. Cooper that they were willing to work with me and based on the income, that I should receive a modification. After numerous attempts of failed communication, false promises, and Servicer delays, I was forced to file bankruptcy in XX/XX/XXXX.
While in bankruptcy court, the current lender Mr. Cooper 's attorney and a representative from Mr. Cooper spoke to me and told me that Mr. Cooper will be willing to work with me on loan modification once again. I since went to court had asked the judge to cancel the bankruptcy after I had already met with trustee and creditors and planned on moving forward with the bankruptcy, due to Mr. Cooper representative and their attorney stating that they would work with me. Once they the bankruptcy court canceled my bankruptcy, Mr. Cooper changed their position and stated that they will not even look at a modification application on multiple occasions.
Their attorney only extends the sale for 30 days each time which causes Mr. Cooper to continually deny accepting my packages saying they do not have enough time to review the loan modification package.
I, my wife, and my son are all now working and can afford to pay a reasonable payment, however, Mr. Cooper refuses to honor what they have stated. I am at my wit 's end and do not know what else to do to. I do not want my wife and I and my XXXX children to lose our home. We greatly appreciate all your help!
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08/04/2022 |
Yes |
|
- Applying for a mortgage or refinancing an existing mortgage
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|
Web |
Servicemember |
A loan refinance with our current mortgager, Mr. Cooper was started on behalf of my mom in XXXX of XXXX at the request of loan officer XXXX XXXX. I was looking to get added to the loan due to my mother 's failing health situation. I explained all of this in depth and worked with XXXX diligently to get this done. Throughout the process we returned all documents and followed all guidelines. We even got the necessary paperwork for a charged off home equity loan that they requested so it could be paid off along with credit cards for the refinance. This information was shared with XXXX XXXX, XXXX 's manager who requested the payoff letter and stated that it needs to be current up until XX/XX/XXXX so that it could be paid off with the refinance. We paid {$600.00} for an appraisal and paid {$2600.00} to get necessary repairs that they said was the last hurdle for final approval as we were already at a conditional approval. I tried contacting XXXX during the week of XX/XX/XXXX - XXXX and did not receive a response from email or text which was odd since he had always returned messages with no problem. I was even in contact with the loan processor, XXXX XXXX who was waiting on repairs as well.
On XX/XX/XXXX XXXX XXXX called me to say there was an issue with a charged off home equity loan, I explained to him and sent him proof that they were already aware of that and underwriting as well. I even provided him email proof of prior discussions. He did not return my calls or emails for two days and XXXX sent a text message saying he no longer had access to the file after a month of working it everyday. XXXX provided no explanation and I was surprised to learn when contacting XXXX that the loan was no longer in her files and was showing cancelled with no reason. XXXX XXXX was helpful unlike XXXX and XXXX. Mr. Cooper needs to honor this refinance and all parties involved need further training on professionalism, honesty and courtesy. This was deceptiveness in all way and sad.
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06/08/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
|
|
Web |
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On XX/XX/XXXX, contacted Mr. Cooper to speak with an agent regarding how they can help me and my husband with our loan. I think we were about 1 month behind on our loan at that time. She explained to me all the options available, but told me that they would put us on the forbearance program from XX/XX/XXXX to XX/XX/XXXX, and that I was to check in and let them know if anything changes in our present status. On XX/XX/XXXX, we were approved for forbearance. On XX/XX/XXXX, I checked in to let them know our status had not changed and could not afford the high payments and interest because we had moved out of town in XXXX of XXXX. We paid our payments up until around XXXX of XXXX. Because of renter, repair, and maintenance, loss of income, it put a strain on our mortgage in our new town. I told her that we are considering initiating a Deed In Lieu of Foreclosure. I was told that she would send me a Statement of XXXX, to fill it out and fax back to them and to make another login for the Deed In Lieu account. On XXXX, we filled the form out and attached a copy of our drivers licenses, and faxed all to Mr. Cooper. We never heard from them about the appraisal the agent told me they would have to make on the property to see if it qualified. We started receiving mail from a XXXX XXXX. We hadn't heard from Mr. Cooper, so I didn't open the mail at that time. I just kept it in the file. Our mortgage insurance company for the property called on XX/XX/XXXX at around XXXX am to inform us that someone was trying to calling to change the name on our property insurance and they wanted to see if we had allowed it. We didn't know what was going on so the agent said she wouldn't do anything until she hears from us. When I got to read the mail that was sent in from XXXX The agent said that I wasn't authorized to talk to them. I'd have to send another authorization for them to talk to me. I tried to email them but I didnt have the correct one. Tried to call them back but no response.
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09/06/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Our home mortgage was sold to another company ( Mr. Cooper ) without any input from us. Shortly after the mortgage was sold, I signed up for electronic delivery of all communications in an effort to be green. The terms I agreed to, which are still on the web site, read : " By registering for paperless delivery, you agree to receive all account communications electronically. '' At some point in the last year the mortgage company did not have adequate proof of insurance, although they had my mortgage company on file, as well as the policy information from the previous year. Rather than reach out to the insurance company or send me an email ( as the terms stated they would do ) they claim to have sent several letters via USPS demanding updated proof of insurance. I did not get them, nor was I looking for them since I had already agreed to receive all account communications electronically. Without action on my part, they began auto-withdrawal of several thousand dollars from my checking account to cover the insurance that they decided I needed. I noticed the larger amounts and saw a recent letter they had sent ( again via USPS ) with a reminder that there was lender-placed insurance on my account. Only with the help of my insurance agent did I learn that they had been overcharging me, and now I am wading through the mess of trying to get the funds back. They acknowledge the error, and will put the money in my escrow account, then once the money is there I can request a check from them.
It is absurd to me that they can ignore the terms of their own agreement, change the amount debited from my account without my consent, then hold my money hostage until they clean up their own mess. I pay them interest on the money I am borrowing from them, it seems only fair that they should have to repay the money they took from me with an interest penalty. None of the agents I have spoken with think this is even a remote possibility.
Assistance would be greatly appreciated.
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08/12/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I sold my home voluntarily XX/XX/XXXX. Nationstar accepted {$170000.00} XX/XX/XXXX. Nationstar collected $ {$6100.00} in interest but concealed that I only owed {$5500.00} and refused to refund me {$390.00} of {$590.00} over charged interest. Nationstar charged me {$1800.00} in unidentified corporate advances. In XXXX and XXXX of XXXX, Nationstar 7 and 13 months after the sale of my home, citing only {$1700.00} had been applied to unidentified corporate advances allegedly already disbursed by check numbers. Nationstar entered into an agreement with me in XXXX and XXXX, but failed to correct the interest paid only claiming I paid {$5900.00} not {$6100.00}, or the amount actually incurred under the payment schedule and note of {$5500.00} - and never disclosing any new activity with regard to the final payment allocation.
XX/XX/XXXX, I received what is the ACTUAL final account history under the mortgage. Lines 89-94, 102 and 106 previously stated were " PMTS '' allocated but in XXXX Nationstar 's account history showed the payments as reversed leaving {$1800.00} currently being held in suspense without explanation, and leaving {$1500.00} in unidentified corporate advances outstanding without any payments applied causing the loan to be misrepresented as outstanding and causing my money from the sale of my home not applied to charges to be currently held by Nationstar, that Nationstar refuses through their Counsel to refund or re allocate the reversed payments.
I believe this is a violation of Oklahoma Statutes Title 59 in concealment of the reversal of the final payment that was previously applied to advances and holding the amount without contractual or statutory rights.
I believe this is a violation of 12 USC 2605kc1, in Nationstar and through Counsel 's refusal to refund the money and delete the unpaid unidentified corporate advances or simply reallocate the payments as previously applied as late as XX/XX/XXXX, and appearing to have occurred XX/XX/XXXX.
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04/19/2023 |
Yes |
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- Struggling to pay mortgage
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Web |
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Nationstar ( dba Mr. Cooper ) has started an illegal foreclosure against my house, which is my primary residence where I live with my wife and children. Here is what happened : On XX/XX/XXXX, I received a letter from Nationstar stating that I had been approved for a loan modification. Shortly after, I received a packet from Nationstar with the loan modification documents. I signed the documents on XX/XX/XXXX, and soon thereafter returned them to Nationstar.
On XX/XX/XXXX, I received a letter from Nationstar indicating that the documents I signed had errors on the dates. The letter further stated that Nationstar was going to send a mobile notary to help me sign the documents.
On XX/XX/XXXX, I met with the mobile notary sent by Nationstar ( XXXX XXXX XXXX XXXX XXXX and signed the documents she presented to me. The mobile notary took the documents and returned them to Nationstar.
In XX/XX/XXXX, I was contacted by the mobile notary XXXX XXXX, and she indicated that Nationstar wanted me to re-sign the documents. On XX/XX/XXXX, I met again with the mobile notary sent by Nationstar and signed the documents she presented to me. The mobile notary took the documents and returned them to Nationstar.
I made six ( 6 ) payments under the new terms from XXXX to XX/XX/XXXX. In XX/XX/XXXX, the company blocked the portion of the website that allowed me to make payments.
The company has now filed a Notice of Default dated XX/XX/XXXX.
To stop the foreclosure, the company wants me to sign a different modification, with higher monthly payments. I told them we already agreed to the terms and there is no legal justification for them to reject the loan modification documents that have already been signed and notarized.
The filing of the Notice of Default has damaged my credit score, and the lowered credit score is having further damage to my business, including higher prices for insurance, higher cost for operating bond, and higher interest on business credit cards.
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07/17/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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To Mr. Cooper I am writing this letter to explain my unfortunate set of circumstances that have caused me to become delinquent on my mortgage. I have done everything in my power to make ends meet but unfortunately, I have fallen short and like you to consider working with me to make this appeal a reality.
Around XX/XX/XXXX I called Mr. Cooper call center to make a payment, the young lady at the call center stated that she could sign me up for the XXXX COVID 19 Forbearance Plan and this would delay me from making payments for three months, and she stated that she could accomplish this over the phone, and that I was approved.
This action was very wrong, and this put me Three Months behind.
After making payments and seeing the wrong amount on the statements, I called Mr. Cooper and the call taker stated what the other call taker did was very wrong. She then got me started on the correct paperwork. Now for the next three months I was under the correct XXXX COVID Forbearance Plan. I thought this would clear up the three months behind, but it did not.
XX/XX/XXXX the adjustment on the three months behind statement had not changed and a Foreclosure by XXXX XXXX XXXX XXXX XXXX had been started.
I called Mr. Copper and ask Loan Specialist XXXX XXXX what I could do about the foreclosure, he told me about the Affordable Modification Program, he then sent me the paperwork, I applied for it and was approved.
XX/XX/XXXX Payment was made XX/XX/XXXX XX/XX/XXXX Payment was made XX/XX/XXXX XX/XX/XXXX Payment was made XXXX XXXX XXXX XX/XX/XXXX Payment was not cause the young lady at the call center stated that I was caught up and no payment was needed.
XX/XX/XXXX Payment was made XX/XX/XXXX XX/XX/XXXX Payment was made XX/XX/XXXX XX/XX/XXXX a Payment could not be made could the call taker would not let me make a payment, she stated that I could not make a payment online, over the phone or mailing.
I have called twice a week since then with the same response.
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01/25/2023 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
When moving from XXXX to New Mexico in a Permanent Change of Station ( PCS ) move for the XXXX XXXX XXXX, I took out a mortgage with XXXX, who eventually transferred my loan to XXXX XXXX XXXX, serviced by Mr. Cooper. I was having financial difficulties due to the cost of living during the pandemic ( and taking out loans during that time ) and due to the cost to move from overseas that was not reimbursed by the XXXX XXXX. I had already began talking to the financial advisor at my local XXXXXXXX XXXX XXXXXXXX XXXX XXXX in order to get into a better financial situation. When looking at the Mr. Cooper website, I saw that they had a relief plan specifically for hardships incurred due to the XXXX XXXX. I applied for the " Mortgage Assistance '' program and immediately saw that my account reflected the change. According to the Mr. Cooper Website page for XXXX XXXX, the program allows you to not make payments on your mortgage for 3 months with no penalties. A month later, I started getting phone calls and letters from XXXX XXXX XXXX XXXX stating that I was behind on my payments. Upon telling them on the phone that I had signed up for the pandemic relief program, their staff told me that the program did not exist any more and got really frustrated with me and threatened me with foreclosure stating that I still had to make payments. As soon as I submitted the application, and to this day, the total due is marked through on their website with {$0.00} due. However, the amount that is marked through keeps increasing and I keep getting phone calls. I am currently enrolled in a financial hardship program with In-Charge Debt Solutions for unrelated debt, because I am trying to get into a better financial situation. I have already spent the money that was supposed to go towards this mortgage on food, gas and other bills. I have already filed a complain with the XXXX, but I found this website and didn't know if it would be better to file here. XXXX complaint case # XXXX
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06/24/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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Hello, I am currently in the process of closing on a home and I am working with Mr. Cooper to obtain my mortgage. I am also on maternity leave with full salary replacement ( 100 % paid salary ) during my leave.
Earlier this week I received an email from my loan processor stating that my loan was escalated and that the underwriter was requesting that I be back at work before my loan closes. The loan processor said she was challenging this and reaching out to management on the issue. I also provided documentation that I received 100 % of my salary while on leave.
I checked in multiple times this week to see the status and learn more. I was not given any transparency or visibility into the process. Finally, last night I emailed my loan processor and said that I believed what they were doing was wrong and illegal and blatant discrimination against me. This morning, on XX/XX/XXXX, my loan processor emailed me to say everything was fine and we were moving forward. They just needed documentation from my employer on the exact date when I would return to work. She did not respond at all to my email to her about their discriminatory practices.
I had also requested to speak to a supervisor on this issue and no supervisor information at Mr. Cooper was provided, nor did my loan processor specifically address my email to her when I called them out for discriminatory practices.
I am still worried about my close and unsure if they will delay my closing. I'm worried I will not be treated fairly during the closing process because I am on maternity leave. I am concerned and upset that Mr. Cooper would even try to hold up the loan process and discriminate against me based on XXXX ( maternity leave ). I am more than qualified financially to afford this mortgage and have been extremely honest and diligent in supplying them with all possible documentation throughout the process- even providing additional documentation that they didn't request to support my situation.
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12/14/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Servicemember |
On XX/XX/2018, my wife and I checked our online mortgage account with Mr. Cooper, aka Nationstar Mortgage LLC. We went to our account profile page and were shocked to see that the recipient listed to receive our account information was the attorney for the opposing party in a lawsuit we filed over a construction dispute and lien action ( " Opposing Counsel '' ). The last person in the world who should be receiving our confidential financial information that is a critical aspect of our law suit is Opposing Counsel. This is akin to giving the fox the keys to the Hen House ( ironically, Nationstar had previously locked me out of my own account due to pending legal proceedings ). My wife and I immediately spoke with a Nationstar representative and told her how Nationstar had shared our sensitive information with Opposing Counsel. The representative 's first words were " oh my XXXX. '' That was the appropriate response to Nationstar 's unconscionable breach of our privacy. First thing Monday morning, we contacted our attorney, who informed us Nationstar 's conduct exposed them to potential civil and criminal liability. Our attorney confirmed that Nationstar actually mailed Opposing Counsel our XXXX mortgage statement and he had received it. It gets worse. Nationstar is a named party in a related law suit. They have been working closely with Opposing Counsel against our interests. The fact Nationstar unilaterally changed our recipient information to Opposing Counsel just when critical motions were being heard by the court is no coincidence. Our confidential information was kryptonite to us and the success of our law suit. Nationstar knew this. Their actions are beyond disreputable and merit the most severe civil and criminal sanctions possible. We are tied up with our current law suit and need the CFPB to champion our cause in this matter. To date, Nationstar and their counsel have refused to offer any reasonable explanation for their unconscionable actions.
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12/10/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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My name is XXXX XXXX XXXX am writing you in regards to the Mr. Cooper settlement I was told by the Atty Generals Office to contact you Identifying myself as a claimant I Have been dealing with this company regarding the modification forced upon me. They first approved a forbearance where I had to pay half my mortgage for six months which I did all on time I have never ever fallen behind on payments my reason for the forbearance was due to illness. I later learned they could have asked for the difference to keep me on track what they did to me was force me into a 40 year mortgage which during the XXXX Modifications should have lowered my interest which never happen and they also gave me a 40 year loan when I could of paid {$3000.00} to put the account up to date when I tried to get this looked into they only told me to make an additional payments every year to try and catch up. This is not right I just learned about the settlement from the Attorney Generals office my understanding is That the settlement is approximately awarding about {$1500.00} to each borrower that is a disgrace. I have worked till the day I got sick a single mother trying to get by. When diagnosed I received the meds that would get me through at least work part time also preparing for a child entering college the 21 years I have had this home never have I missed a payment they would call and harass if I went into my grace period charging me if I paid it on the last day when I knew I had to pass that date to be late. I don't know if you make any decisions or if I need more explanations but shouldn't they go back and correct the math on the money they have stolen from us the customers and put our accts with a credit if not paid off or do they get away with it I paid {$130000.00} in ten years I do need the exact date to be correct on how long this was. I have suffered cried for months and stressed this for years. Thank you for your attention, XXXX XXXX XXXX XXXX XXXX XXXX CT XXXX XXXX
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02/10/2023 |
Yes |
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Web |
Servicemember |
As a XXXX XXXXXXXX veteran, I am currently under contract to purchase a more accessible home that will improve my daily quality of life. I am also under contract for the sale of my current home. The person who is purchasing my home is also a XXXX veteran and we are in the process of a loan assumption with my current servicer, Mr. Cooper ( formerly Nationstar ). Mr. Cooper initially assured us ( both buyer and seller ) that the assumption process would be completed in about 30 days. We received these assurances verbally before we signed our sale/purchase agreement. After signing, we immediately reached out to Mr. Cooper with the sales contract and initiated the assumption process by completing the assumption package that Mr. Cooper sent me.
Both the buyer and seller completed all documents that Mr. Cooper requested, and provided those, along with any documents we anticipated they would require, within XXXX business days. Mr. Cooper then told us that this process would take 3 to 6 months. Each time we speak with someone at Mr. Cooper, the timeframe we are given changes once we were told 30 days, the next time 60 days, another time 45 days, and so on. In the most recent interaction with them the timeframe of 4 to 6 months was the estimated time required to complete the assumption.
A 4 to 6 month timeframe is unreasonable and will cause me to have to terminate both this contract and the one for the home I'm trying to purchase. I stand to lose thousands of dollars if this were to happen. The closing date for the home I am purchasing is XX/XX/23.
Mr. Cooper states that they do not have a way to transfer us to the Assumptions team to speak with someone who can give us any sense of whether the paperwork we submitted was complete, what the next steps are, or any realistic time frame. The Mr. Cooper agents weve spoken to have requested internally that the Assumptions team reach out to us directly, but we have not received any calls or emails in response.
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01/22/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
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Web |
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My father passed away and my name is now on the Deed of the property. We have provided this information already to the mortgage company. The loan was previously being serviced by XXXX but in the spring of XXXX, it was transferred to Rightpath Servicing. Prior to the transfer, we were offered COVID relief to defer payments for 1 year. We were then advised by XXXX to make trial payments until the modification was final which we did. Once the account was transferred to XXXX, the modification was cancelled due to us not returning the modification documents. We made several calls to XXXX to let them know that we never received the modification documents and were advise that they would resend them. That never happened and we were advised that we would have to try for another modification. We sent the requested documents such as my paystub, an application for assistance, my social security number, and my employment contract. I was advised that my application was complete on XX/XX/XXXX and no further documents were needed. On Friday, XX/XX/XXXX, we were advised that the modification was denied because the previous trial payments were not made. The trial payments ended when we were advised that the previous modification was cancelled, and we would have to start the application again. Furthermore, we have been attempting to contact our single point of contact who is never available when we call in. We have requested callbacks but do not get a callback. I was told on Friday, XX/XX/XXXX that the squeaky wheel gets the grease so I would have to call daily in an attempt to reach my single point of contact. The account is now in Foreclosure status which started right before the latest loan modification application was in the underwriting process. Rightpath servicing is no longer accepting payments and are making it impossible to speak to our single point of contact and have been advised that only the single point of contact can let me know what my options are now.
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02/20/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I have contacted Mr. Cooper seven times, talking to multiple people, spending hours on the phone and each time my request is escalated to a department that would ultimately handle my concern. Rinse and repeat each time because my concern does not get handled and I never hear back from anyone.
Mr. Cooper shows that I have an arrearage amount owed and all I need to know is what the arrearage is made up of. Its not missed mortgage payments or escrow balances because my payment records reconcile with Mr. Cooper payment records ; yet no one can tell me what the arrearage is regarding. Seems simple enough but good luck trying to get an answer. As of today, I have mailed a letter to the CEO and SVP of Mr. Cooper regarding my concerns. Here are the dates, times, and names of people I have talked with.
XX/XX/XXXX - spoke with XXXX from Arizona at Mr. Cooper. She shows that we are current and up to date and only owing XXXX mortgage payment. She will resend info to escalation team.
XX/XX/XXXX - spoke with XXXX from Mr. Cooper and states that only balanced owed is current month, XXXX mortgage payment. I asked to be transferred to the escalation team and spoke with XXXX ( sp? ), she said she does not know why we are being asked about this past due balance because she shows that payments made to Mr. Cooper took care of that past due balance. She will send info to research team and get back with me.
XX/XX/XXXX - spoke with XXXX from Arizona at Mr. Cooper and states that only balance owed is current month, XX/XX/2021 and could not assist. She transferred me to an escalation team and she transferred me to XXXX ( sp? ) who said the same thing and would send my info to a research team.
XX/XX/XXXX - spoke with XXXX from Arizona. Reviewed my information, could not figure it out and ended up transferring me again to an escalation team. Transferred me to XXXX who could not figure it out either and would send my request to a research team again for further review.
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04/25/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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Mr Cooper is the Mortgage Servicer to whom my home loan was recently sold. At my previous servicer I was enrolled in bi-weekly mortgage payments, which allows me to pay off my loan a little faster through automated payments that add up to making one additional payment per year.
Upon my transition to Mr Cooper, I have learned that though they offer this payment method, they seem to discourage it by making it cumbersome and convoluted to do so. The existence of the option is not clearly available on the website, and I only found the option through internet searching outside of my personal payments account. Information is here : https : //www.mrcooper.comXXXX I am asked to CALL Mr. Cooper to set it up. I called and was told that it must be done via email. I recieved a link to a " secure messaging account '' that allowed me to receive messages from Mr. Cooper 's " research team. '' I had to create an account to see the message that had the information to set up my automatic biweekly payments.
Once I read through the document I filled out the required forms. The requirements were burdensome compared to the online autopay requirements, ( including signatures from both names on the mortgage ) and attached the necessary documents ( including a voided check ) and sent them to the email address provided.
After sending my documents in I waited several days, I was unable to check the status until I received a denial letter from the company citing that I had not prepaid my loan. I immediately prepaid and sent an email to the address given to me in the denial with all the information I had received and sent in to date. I waited 5 days with no response and called the company, who told me that the only way to work with the team that handles biweekly payments is through email and that I had used the incorrect email.
Mr. Cooper takes autopay digitally, and can be setup in seconds, but to autopay biweekly, one must surmount burdensome and unnecessary hurdles.
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04/12/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
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|
Web |
Older American, Servicemember |
I am a victim of identity theft and was also vandalized. My credit score of XXXX has gone down to XXXX, because of the problems with the identity theft. Up until XX/XX/2018 I was faithful paying on the mortgage on time.
Important documents like the social security numbers, my mother 's will, a quitclaim and other documents were stolen. I tried to contact the attorney 's office who drafted the will in XXXX California, but their office closed and a new attorney works there.
Since I was behind in payments, I applied for a state program to avoid foreclosure. I had an opportunity to meet with the mortgage company Mr Cooper with their attorney and a mediator. After submitting documents to the mortgage company for a loan modification ( which by the way they said they would not use my credit score ) I was denied a loan modification because their bank guidelines only take 75 % of the rental income.
I strongly believe Mr Cooper wants to take possession of the home due to the $ XXXX in equity. They also say I have no legal right to the property, since I have no will stating mother transferred the property to me. I can not prove this will because it was stolen by the thief. I did record a quitclaim at the city of XXXX Oregon.
They claim I have no legal right to the property, since I am not on title. I can not even sell the property either.
I was approved for a principal reduction program through XXXX, where they will pay {$50000.00} to make me current on the past due payments and apply the rest of the proceeds to my principal. Mr Cooper would not accept the principal reduction program. They also gave no reason to XXXX as to why they are rejecting the program.
I have been in this house for 15 years and am XXXX years old. I believe I've been discriminated because I am XXXX and they can take advantage of the fact I'm a senior. Please help me to save my home otherwise I will be the next homeless victim and living in my car, and this is not an exaggeration!
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10/19/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
- Payment process
|
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Web |
|
Subject : Complaint Regarding Unethical Practices by Mr. Cooper ( NATIONSTAR ) Dear Consumer Financial Protection Bureau, I hope this letter finds you in good health. My name is XXXX XXXX, I am writing to bring to your attention a matter of great concern regarding the mortgage company, Mr. Cooper ( formerly NATIONSTAR ). I have been a customer of Mr. Cooper for a little under a year. Recently, I have become aware of a series of underhanded practices that I believe warrant investigation. Despite having a fixed-rate mortgage, I have noticed a significant and unauthorized increase in my monthly mortgage payments. These alterations have been made without my consent, leaving me financially burdened and struggling to meet my obligations.I have made numerous attempts to contact Mr. Cooper 's customer service department to seek clarification and resolution, but unfortunately, I have received no satisfactory response. Also, previously I've had numerous problems with them and it truly stressful.
This has led me to believe that there may be a systematic issue within the company 's practices, potentially affecting other customers as well.I am deeply troubled by this situation and believe it is imperative for the Consumer Financial Protection Bureau to investigate this matter thoroughly. It is essential that customers like myself are protected from deceptive practices and ensure that financial institutions are held accountable for their actions.I have attached relevant documentation, including copies of my original mortgage agreement, recent statements, and records of my attempts to communicate with Mr. Cooper.
I trust that you will treat this matter with the seriousness it deserves, and I hope for a prompt and comprehensive investigation.Thank you for your attention to this critical matter. I look forward to a resolution that not only addresses my specific concerns but also ensures the protection of consumers in similar situations.
Sincerely, XXXX XXXX
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03/03/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
Older American |
XX/XX/XXXX Gentlemen : XXXX XXXX XXXX XXXX I purchased my building at XXXX XXXX XXXX, XXXX, IL XXXX. As I neared the end of my mortgage time, the debt collection company XXXX as Mr. Cooper bought my mortgage. As result I have had numerous problems and concerns with the handling of my mortgage and I recognize that I am a victim of Predatory Lending Practices.
The latest in a long string of concerns involves information that I just recently received stating that Mr. Cooper added {XXXX XXXX to my mortgage for hazard insurance that they purchased to cover them only, at my expense.
I purchased insurance for my building with XXXX XXXX XXXX years ago, which Mr. Cooper paid from my escrow account. XXXX XXXX reports that Mr. Cooper did not pay the full amount resulting in the lapse in insurance coverage effective XX/XX/XXXX. I received notice from XXXX XXXX that Mr. Cooper did not pay {$150.00} of the total amount that was due and that the balance would be turned over to a debt collector. I immediately paid the balance and updated insurance coverage on my building on XX/XX/XXXX. Regardless, on XX/XX/XXXX, XXXX and XXXX I receive emails stating that Mr. Cooper had purchased hazard insurance in my name. I talked to a Mr. Cooper representative about this and they stated that I do not have insurance and that is why they made that purchase. However, on their own site it indicates that I do have an active policy that is current.
My mortgage balance was less than {$26000.00}. Now {$14000.00} has been added on bringing my balance to over {$40000.00}.
I have worked very hard to pay for my building and I cant help but feel that Mr. Cooper is working very hard to steal it from me. I am asking you for an immediate thorough investigation and help with this matter. I am sure you know that the troubled predatory Nation Star is now the same rebranded as Mr. Cooper.
Thank you in advance for your time and attention.
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
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08/12/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
|
We have made the following monthly mortgage payments which have been processed through our bank account ( we have copies of our bank statements ) : XX/XX/XXXX - to XXXX XXXX ( prior servicing company ) for {$910.00} XX/XX/XXXX - Nationstar dba Mr. Cooper for {$910.00} ( Note : XXXX XXXX sent the XX/XX/XXXX payment to Nationstar dba Mr. Cooper so Nationstar received XXXX payments in XXXX. We requested a refund of one of those payments via secure message to them ).
XX/XX/XXXX - Nationstar dba Mr. Cooper for {$910.00}.
XX/XX/XXXX - Nationstar dba Mr. Cooper for {$910.00}.
XX/XX/XXXX - Nationstar dba Mr. Cooper for {$910.00}.
Total monthly payments made since XX/XX/XXXX : 5 payments.
On XX/XX/XXXX, Mr. Cooper sent a letter indicating that they had sent Check # XXXX payable to XXXX XXXX XXXX for {$910.00}. The letter also mentioned that they sent a reissue check ( Check # XXXX ) on XX/XX/XXXX which they stopped payment on. We subsequently received the first check ( Check # XXXX ) and proceeded to deposit it in the bank account. This was the refund of the XXXX payments for XXXX. After we deposited the check, Mr. Cooper did a chargeback for {$910.00}, never notifying us that this check was not a good check.
We have called numerous times, spoken with several different members of their executive resolution team and their explanation remains confusing because their processing shows a series of reversals and unapplied funds ( only on their books ) because we have not received any credit on our bank account for the {$910.00} still missing. Bottom line, there should have been 4 payments from XXXX to XXXX and we made 5, so one is supposed to be refunded back to us immediately. We've been dealing with this issue since XXXX and frankly after 25 calls and messages, I need help in getting our money back for the double payment we made in XXXX. They lie, try to confuse the consumer with all of their accounting jargon and WE NEED HELP GETTING OUR MONEY BACK!
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06/25/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
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My mortgage is with mr. Cooper. I was in covid-19 forbearance protection last year I was coming out of it at the end of XXXX of last year. The option I picked was I can resume making monthly payments just I can't afford my old payment of XXXX a month. With having FHA they were supposed to come back with a XXXX recovery modification with 25 % less payment and a lower interest rate to lower my monthly payment. It was supposed to be finalized for XXXX when I want to make my XXXX payment they told me to hold off until XXXX it will be finalized then I sent back numerous low modification packets they kept being sent back for the same reason because of notarization which was correct they accepted one of the previous ones if they sent me XXXX out and didn't bother to tell me. So anyway it was finalized for XXXX I made my mortgage first payment which was actually the incorrect monthly payment so then the payment came down a little bit for the XXXX payment before I could pay the XXXX payment the whole loan modification became undone after was finalized I've been in contact with them numerous times since XXXX had an expedited over XXXX times and still nothing no answer they said it became undone due to possible monies being d u e. But that is incorrect because with a covid-19 recovery modification there is no 90-day trial. Also they approve me for a disaster modification which that is not what I wanted I was supposed to be approved for a covid-19 loan modification. I made marches payment like I said before I also made them take XXXX and XXXX 's payment so I wouldn't know a bunch of money just in case and I told them I want them credit it XXXX XXXX XXXX to the new loan modification and not to the old balance I have asked them repeatedly to push this through since I was already finalized with all the correct numbers which should be 25 % less and a lower interest rate to make my payment lower than XXXX a month and also have the correct escrow numbers in there
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01/16/2019 |
Yes |
- Mortgage
- Reverse mortgage
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- Struggling to pay mortgage
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Web |
Older American |
When I took out the reverse Mortgage, I did not qualify for tax exemption so I paid property tax. Then I was granted tax exempt status, however the mortgage company continued to pay the tax. They said I owed $ XXXX, I did not have the money so they started threatening me with foreclosure. I made a payment plan and paid the amount down to $ XXXX, however mortgage was sold to XXXX XXXX. I tried to make a payment plan, however I was told my income did not qualify, so they began constantly calling and threatening foreclosure. I filed a complaint, then I was told due to my age I could have my physician complete a form explaining my XXXX, because I survive on Social Security. Form was completed and submitted in XX/XX/XXXX ; I was told it was approved for 1 year, however I recently began receiving letters and an individual arriving at my home requesting my proof of my identification, which I provided. On, XX/XX/XXXX, I received a call from a representative from Champion Mortgage once again stating she was going to foreclose on my home. I am XXXX years old, XXXX XXXX XXXX XXXX XXXX due to XXXX, and fighting to XXXX XXXX XXXX XXXX XXXX XXXX XXXX. I under went treatment for XXXX XXXX and my age alone makes things difficult for me. This is my only home, yet once they offered me $ XXXX to relinquish it to them so they don't foreclose on me. I have told them my income has not changed enough for me to qualify for a loan or repay the reverse mortgage. It seems as if they are going to harass me until I have a XXXX or XXXX XXXX, so they can get the home. I can make a {$25.00} a month payment if that is what they want, however they said I did not qualify for a payment plan. I sent a certified letter asking them do I need to have my physician complete another form, if so, advise me of that rather than constantly threatening to foreclose on my only residence. The representatives seem to past my file around seeing who can force me to pay money I simply don't have.
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05/05/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Improper use of your report
- Reporting company used your report improperly
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Web |
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I had a FHA mortgage with XXXX from XXXX XXXX XXXX with good standing however was transferred to Nationstar Mortgage LLC XX/XX/XXXX and home was taken over by a real estate agent and I was locked out of home in XX/XX/XXXX after he entered home without legal course and took everything out of the home. I had made numerous complaints to various authorities about their practices to no avail for they were taking out fees, late fees, inspection fees, advance corporate fees, admin fees, etc with my escrow depleting it and then allowed a third party company XXXX XXXX out of XXXX to release my personal information to keep me in a position to where I was unable to refinance, making my credit score get down into the XXXX 's at some points and then continued to push me into a corner for inability to seek resolution while being denied for XXXX due to my XXXX XXXX being altered by someone according to what they said, it was altered by their doing not mine. I felt that they were invading upon my privacy as a consumer and person that was unable to seek resolution from these people. I now have a foreclosure on my report and they did not have proper legal recourse to the home. When speaking to them they have stated it was an XXXX to foreclosure to short sale, so there are discrepancies with my credit in the amounts, dates, and other relative information on credit report to them also reporting an account being open until XXXX when I was forced out in XX/XX/XXXX. They have told me that the account was still open and had activity which was not my activity however the real estate agent as well Nationstar that needed to be responsible for said information not under my account number, there were other chain of events overall from XXXX XXXX XXXX as well that I have not included in this complaint due to the numerous events that continued to occur. They continue to report inaccurate information to limited data on credit reports and I am seeking to have some resolution.
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06/16/2023 |
Yes |
- Mortgage
- Other type of mortgage
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- Trouble during payment process
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Web |
|
I have been trying to make my mortgage payment of {$570.00} for XXXX. The mortgage company, Mr Cooper, will not take my payment. I keep being told that they did not receive my mortgage for XXXX and XXXX but they did. On XX/XX/XXXX I called and spoke to XXXX. XXXX stated that XXXX and XX/XX/2023 payments were not received ; therefore, she could only accept a {$1800.00} payment for my XXXX mortgage. My mortgage is not {$1800.00}. It is {$570.00}. I advised XXXX that the payments were made. I followed up with the email showing the XXXX and XXXX proof of payments from my bank statements. XXXX said to call back and I would be able to make the XXXX payment once they verified these. On XX/XX/XXXX I called again and spoke to XXXX. XXXX confirmed that the XXXX and XXXX payments were received ; however, they were not keyed into the system yet so XXXX screen would only allow her to take a {$1800.00} payment. I asked to speak with XXXX since I had received an email that she was working on my account. XXXX said that XXXX was on another call, but that XXXX would call me back as soon as she was off her call. I received no call back. I sent a follow up email XX/XX/XXXX again explaining that I am trying to make my mortgage payment. On XX/XX/XXXX, I called and spoke with XXXX. XXXX stated the XXXX and XXXX payments were not made. I was put in contact with the supervisor XXXX. XXXX talked about several dollar amounts. I stated that I needed to simply make my XXXX payment of XXXX. XXXX said he could not take my payment. XXXX said my XXXX payment had not been made. I explained to check the records and then sent XXXX an email showing the proof of payment. XXXX would not acknowledge the proof of payment that is in front of his eyes and began talking in circles. I said that I was confused and to please put in writing what he was trying to explain, as I am worrying that I may need an attorney. XXXX said that MrCooper will not send me my loan information in writing.
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06/23/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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|
Web |
Older American |
Due to contracting XXXX in XX/XX/2021, requested forbearance on mortgage from Mr. Cooper. That was granted. The forbearance timeframe was extended twice. During the time of forbearance the following occurred.
Four full monthly payments were made to keep the total owed at end of forbearance manageable.
Application made for loan modification one month prior to end of forbearance Spoke with agent XXXX in Texas on XX/XX/2021 requesting status of loan modification based on the fact that the website only stated no payment due amount and that account was with underwriters this had been the case for weeks. I was informed by XXXX to wait for my loan modification paperwork. XX/XX/2021 and the paperwork has not arrived.
Tried to make payment online on Mr. Cooper website and the website states I can not make payment until the full outstanding account balance is paid. A total of {$19000.00} this is at the time that I am supposed to be filling out documents for a mortgage modification Spoke with agent XXXX in Arizona on XX/XX/2021 @ XXXX XXXX. At that time I was informed that I had to fill in my paperwork for loan modification online within a short timeframe. In addition she claimed that I had been denied a previous loan modification from Mr. Cooper. This is patently false. Mr. Cooper agent asked me in the past if I wanted a loan modification. I would not consent over the telephone and asked for documents to be mailed for me to look over the terms. I never agreed nor did I sign a modification aggreement.
I have mailed all payments in the full amount of my monthly payment as agreed. When I printed out my payment activity, funds were applied in the amount proposed for the loan modification I never agreed to. The difference was added to unapplied funds.
I have now been invoiced for the full outstanding balance after forbearance of {$19000.00} I am a senior citizen on a fixed budget that has been continually fending off this mortgage servicing company.
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07/12/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
|
I was in a forbarance.. And have been having issues with my OLD lender mr. Cooper please see the time line issues with them..
Basically they want me to pay them twice one to the Department of HUD and ONe to Mr. Cooper becuase they want double payment.. Becuase of this i have not been able to close my refinance and lost good interest rates due to their lack of attention..
1. Did forbearance with Mr. Cooper..
2. They added it to the payoff as a lender expense for the $ XXXX XXXX. They then sent me a partial claim DOT from the Department of HUD to sign in XX/XX/XXXX. They did it wrong so made me resign it again in XX/XX/XXXX. I pulled a prelim so I can clear some of my mom judgements on my home since she passed and it wasnt showing anything.
6. Then XXXX lent me the money in XXXX so I had new things recorded the prelim still didnt show anything so I didnt worry about the payoff showing the lender paid expense because I knew it was for a forbearance.
7. Well when I order the payoff for you and an updated prelim all of a sudden there was a new lien on my title it was from the department of XXXX for the forbearance..
8. I then called them and they told me that I had to pay them for the Partial claim lien 9. Mr. Cooper refuses to remove the lender paid expense because they claim they didnt get paid from the department of hud 10. I sent them numerous email request to remove it showing the payoff from XXXX.
11. Mr. Cooper Is playing XXXX and still wants me to pay them the XXXX as well as XXXX.
12. They arent the lien holder so I told them no to remove it and they are telling me NO..
13. Someone is trying to get double paid.
14. I just found out that XXXX Paid them off back on XXXX of XXXX so they should never be showing the XXXX on their end it should be paid to the department of HUD because of them things caused issues with my loans and lost of good rates and now have to refinance with a higher rate becuase i have been doing their job,
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01/16/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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My father passed away on XX/XX/XXXX and I made mortgage payments until I was offered a forbearance plan by community loan servicing during covid. The forbearance period was from XXXX. I was made aware numerous times throughout the forebearance that the payments during the forbearance would be deferred in the form of balloon payments at the backend of the loan. I also provided community loan servicing with successor in interest documents as well as my fathers death certificate. In XXXX of XXXX, a payment deferral option was offered by community loan servicing. I then received a letter from an attorney threatening foreclosure if I didn't pay all of past due forebearance payments and an additional nearly {$7000.00} in attorney fees when the attorney hadn't done anything! At the same time I received a letter from community loan servicing that I was getting a loan modification and that I needed to make three trial payments ( starting in XXXX ) to complete the loan modification and not have the home foreclosed. The loan was then transferred to Nationstar/ Mr.Cooper/Rightpath. I still completed all three trial payments. All three were deducted from my account as paid, yet Rightpath says the last payment in XXXX was returned as insufficient funds. Rightpath also told me that they could accept my payments but they could not talk to me about the account because I had not shown them successor in interest documentation. I told them I had already done this with community loan servicing. They said documents were transferred to them by someone at community loan servicing by taking pictures with their cell phone and emailing the pictures, and the pictures of my documents were not good pictures so I needed to send them again. They also said that my loan modification had been denied because they did not receive an application along with successor in interest documents but I was never asked to do this by community loan servicing when the trial period began.
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01/09/2023 |
Yes |
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- Trouble during payment process
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|
Web |
Older American |
In XXXX I paid my mortgage to Mr. Cooper ( mortgage company ) for XX/XX/XXXX. On the XXXX I was checking with them because I noticed it was still in my credit union and they said it had not yet received it on the telephone with this young lady I have made the transaction to give her the mortgage I noticed on my bank statement on XX/XX/XXXX my bank pay the mortgage from the check that I sent on the XXXX. So I called them back and I talked to the young lady she said that she would have my money refunded and she called my credit union and we were on three way with my credit union I gave her my routing number my bank number and everything like that she said I should receive it back at the bank within 24 to 48 hours never received it today I call I talked to a gentleman he keeps me on the phone for over an hour I'm holding and waiting all this time he's checking the information out that I'm giving him I even found out on the automated greeting when I first call that I was up to date because my XXXX mortgage was also paid so they had three mortgages and I don't have money I had to pay bank cards for checks that bounced and everything over {$100.00} I need my {$1000.00} back after all that time I stayed on the phone with that gentleman he comes back and tells me that they have the electronic transaction that I made with the young lady on the XXXX they had the money paid for the check XXXX check number they have the mortgage that came in on the XXXX for XXXX, but in order for them to refund me my money for one month I need to send them my bank statements and a canceled check for the XXXX check number when I told that man after all this time I waited on this phone that's just too much there's got to be a better way while I was waiting for that man on that phone I was crying because I had a feeling that it wasn't going to work out for me and I'm going to see what I can do if it's writing the XXXX XXXX XXXX and Consumer Financial Protection Bureau.
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02/21/2023 |
Yes |
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- Trouble during payment process
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|
Web |
Servicemember |
We have asked Mr Cooper since XXXX of last year to provide information to sell ( property has insufficient collateral for the amount asked prior ) and to refinance my house, mr cooper has declined to collaborate with the courts and with the title companies and with the contracts pending.
We are asking for verbatim from underwriting " Good afternoon, XXXX, Just wanted to provide a quick update - Underwriter has reviewed your file and is requiring the following additional items : XXXX ) Title shows a current XXXX on the property with Nationstar Mortgage. We need a copy of the most recent, full, mortgage statement in order to obtain a mortgage payoff demanD statement and a XXXX of Mortgage request - or - have Nationstar mortgage send to us directly ''.
Please provide that documentation to the mortgage company and us asap. It seems that the attorney that speaks for Nationstar is conveniently delaying the process so that he can cash the equity of the senior and all her livelihood in social security exempt funds that the bank already got.
We need to settle this once and for all because it is causing emotional econmical and other harm to an innocent purchaser of value.
Here is the address of the " department '' we spoke for misapplication of the payments that XXXX XXXX sent and got cashed by Mr Cooper and they hold the cash but not applied to the XXXX debt of XXXX. Apparently there is another second loan statrted in XXXX with non owners and people who are not in equity in this property that gave rise to a wrongful foreclosure.
We need to settle and move on.
Here is the department we spoke with Nationstar Mortgage LLC Its Successors and/or Assigns ( XXXX ) XXXX XXXX XXXX XXXX, OH XXXX We have been on equity title since XXXX. Over 14 years and the debt was not paid since XXXX. Teh debt was created without our knowledge and consent on the peroperty but we want to settle and move on. Your attorney pursuit the wrong person for this debt
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05/20/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
This complaint is regarding my escrow account. Mr. Cooper made incorrect disbursements for the XXXX tax year and failed to return the excess amount totaling {$9400.00} ( details below ).
There are four disbursements for the tax year XXXX : MUD taxes for the amount {$2200.00} dated XX/XX/2020 , County taxes for the amount {$5100.00} dated XX/XX/2020, Mud taxes for the amount {$470.00} dated XX/XX/2020 , County taxes for the amount {$1100.00} dated XX/XX/2020.
The published appraisal/amount due in XXXX for County taxes and MUD taxes are {$1100.00} and {$470.00}, respectively. The disbursements made on XX/XX/2020 match these amounts owed. The other two disbursements however, in the amounts {$5100.00} and {$2200.00} ( for a total of {$7300.00} ), are not reported as received or processed by the county tax office after contacting them directly, yet remain deducted from the Escrow balance. These payments were mistakenly made on Mr. Coopers part and should be refunded to the account.
This is my second complaint regarding the issue ( see Case Number XXXX which was closed without resolution ). Following this complaint, Mr. Cooper provided a ledger for the account which clearly showed disbursements made in the incorrect amounts IN ADDITION TO a remaining Escrow balance of {$2100.00} for 2020 totaling {$9400.00} ( the aforementioned value of {$7300.00} + {$2100.00} ) I would expect to be refunded.
I have contacted Mr. Cooper via phone customer support 5 times regarding the issue with no replies ( I am told to allow 7-10 business days and have not received one reply ). I have contacted Mr. Cooper via online messaging customer support 3 times with no resolve. I have previously reported the issue to the CFPB which was closed pre-maturely. I have contacted a customer relations specialist for Mr. Cooper and their investigation team directly - I was told to allow 30 business days for a resolution - today marks 40 days. THIS IS UNACCEPTABLE.
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03/17/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
My lender ( Mr Cooper ) failed to provide payment to my condo insurance policy back in the XXXX half of XXXX. This resulted in my being dropped & having to find another insurance company, put my escrow into the negative, and raised my monthly payments to Mr Cooper ( over $ XXXX ). I was told by Mr Cooper to pay this new amount until they could do an offsite analysis and return my account back to before the incident. After months of calls, emails and promises to " figure things out '' by Mr Cooper, I'm still waiting and over-paying.
At the end of XXXX, I received a new bill reflecting an even greater monthly payment and substantial negative escrow balance ( over {$1000.00} ). After months begging Mr Cooper to get things back to normal, I made an additional {$1000.00} payment on XX/XX/XXXX to be paid to XXXX to abate further problems. They applied that money to Principal instead. It took weeks to resolve their misapplication of my payment. And I'm still in the negative.
I keep getting told by the many Mr Cooper representatives trying to " figure things out '' that they are on my team and trying to resolve this. But their mistake continues to coast me money.
Mr Cooper explains it ran another, early offsite XXXX, re-evaluated my property taxes ( this is supposed to be done in XXXX, not now ), and my new monthly payment is {$1300.00}. If not for their first mistake ( not making my insurance payment ) I would not be paying this new amount until XXXX when Mr Cooper runs its annual analysis. Additionally, if the analysis brought my payment to {$1300.00}, then I have been made to overpay this new amount for the past several months and someone owes me a reimbursement of that over-payment.
None of this is resolved. only " escalated '', then silence until another bill is due. I have come to learn that this is a common occurrence. It needs looking into. My money is being stolen/ extorted from me by Mr. Cooper XXXX I could use some help.
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08/24/2021 |
Yes |
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
|
I began the refinancing process with my current mortgage lender, Mr. Cooper/Nationstar Mortgage back in XXXX of 2021. I have documents uploaded at their request dating as close as XX/XX/2021. I was finally scheduled to close on Wednesday, XX/XX/2021. The notary called and cancelled, citing that he had tried to reach the mortgage company to no avail. I also tried to reach the company, with no response. The loan processor, XXXX XXXX, called the next day, ( XX/XX/XXXX ), to reschedule. I was scheduled to close again on Monday, XX/XX/XXXX. The notary arrived in a timely matter, and we began the paperwork. Mr. Cooper sent 4 plus copies of every single document ; the packet was messy and difficult to navigate. It was also discovered during this time that the documents were still labeled for closing on XX/XX/XXXX. I was instructed to sign the documents and also include the closing check. Mr. Cooper cashed my closing check before reaching out and informing me that we would have to resign the documents as they sent out documents with the wrong date. I was then scheduled to close for a third time on Tuesday, XX/XX/2021 at XXXX. I emailed my loan Processor, XXXX XXXX on Monday, XX/XX/XXXX, at XXXX to confirm that I was still closing at this date and time. I received no response. I waited at my residence for an hour for the notary to appear. No notary appeared. I called customer service at Mr. Cooper at XXXX CT to inquire about the notary. XXXX, a Mr. Cooper representative, stated he would call XXXX XXXX and call me back if he didn't reach him. I received no phone call back. I called XXXX XXXX at XXXX and received his voicemail. I still have not received any correspondence from the company and it is XXXX. I am upset and frustrated that they have cashed my check and taken my money but have not " closed '' on my loan. I have wasted several hours of my time, taken off of work to deal with this and Mr. Cooper has done nothing to make things right.
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07/13/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
|
I have spent the last 2 years trying to get a loan modification through my current mortgage holder Mr Cooper. I have been stuck in a non stop repeat cycle, I fill out all paperwork and gather all documents requested, follow up and am told they have everything they need, then the next week I follow up the person that tells me they received everything is no longer available and that Im missing documentation that I confirmed they received the previous week. I then resend everything that Ive already sent and call to follow up and they say my application has expired and I have to start the process over again. After about 12 times of doing this I got fed up and complained and was transferred to the escalation department who tell me they will be my single point of contact and then they do the exact same thing, tell me they have everything they need and then the next week Im dealing with a new person once again telling me to start all over again and my single point of contact is never available or heard from again. Ive put in 9 requests in the past 3 months for a supervisor to contact me and not once have I been contacted by a supervisor. The last attempt I finally was able to get it sent to the underwriter but Mr Cooper Mortgage didnt include income that they requested and I sent and was confirmed it was sent. I then spoke to XXXX XXXX who told me all I had to do was send in an appeal letter and more check stubs from my wife. The next week I confirmed XXXX XXXX had everything she needed to which she agreed and stated she would follow up with me weekly. Then once again XXXX XXXX is not available just like my previous 5 single points of contact and XXXX speaking to someone new telling me I have to start the entire process over again. I truly believe this company has no intention whatsoever in attempting to do a loan modification and are following a script to keep customers in a never ending cycle until they can sell home out from under us.
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01/10/2022 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
|
This all started back on XXXX XXXX, I fell behind in payments after my wife had cutbacks at her job and other loan contributor moved out of the home because he was having a new kid and needed a place of his own for his family. I started to fall behind in payments, and since Mr. Cooper doesn't allow partial payments, once I fell 2 months behind, I was chasing payments at that point. Then my payments when from XXXX to XXXX by time XXXX came around and we had all attentions of using out tax refund to catch up on payments, but that is when the pandemic 1st started and came through, so we had to use the money for food, etc. as everyone was on lockdown. The payments started going up because we owed insurance and taxes and they made the payments go up right away, to an amount, we couldn't afford at the time. We went into forbearance program with bank and after being in program we were told I could reapply for another loan modification but since then, all I keep getting is denial letters from the bank. at 1st it was because we had to wait a full year since our last modification and then when that time passed, now they deny us because they stated we don't have enough income. we have since learned from online financial classes how to budget our money and live off a budget, my wife has gone back to work, and we rented out one of the rooms and make 3x times the mortage put together now but the bank will not give me another modification for some reason. i am asking anyone who can help to please let me know what I can do, all I want the bank to do is give us one last modification and once this is done, the payments would be affordable, and we get to keep our home.
The main problem is no partial payments are excepted so, unless we have the whole amount past due, we can't make any payments and I think that is a policy that should be changed, because we could have been making partial payments all these months and wouldn't owe as much as we do.
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03/29/2022 |
Yes |
|
- Trouble during payment process
|
|
Web |
Older American |
We sent certified to Mr. Cooper and the issue is still unresolved. After Mr. Cooper 's review is still are short in escrow, due to their errors since XXXX example : Starting XXXX XXXXwe start the year with {$390.00} plusand all the way through XXXX XXXX with a positive amount.Started XXXX XXXX with negative {$90.00} and we were paying {$210.00} every month in escrow until XXXX. XXXX escrow should have stayed the same or slight increase.Mr. Cooper decreased our escrow starting from XXXX. XXXX from {$210.00} to {$130.00} until XXXX XXXX causing a huge shortage coming out of XXXXMr. Cooper states that 2 homeowners insurance submitted for payment - both from the same company on XXXX XXXX, XXXX the amount of {$1100.00}. and then XXXX XXXX, XXXX {$70.00} came-but Mr. Cooper only included {$70.00} in escrow analysis for XXXX.
Other errors by Mr. Cooper were the following : We pay 2 taxes : a property tax and home taxMr. Cooper is charging us a misc. tax - which the state of SC knows nothing about.From XXXX {$220.00} shortage for the year - which increased our mortgage payment to $ XXXX.From XXXX {$120.00} shortage for the year-mortgage went to $ XXXXFrom XXXX $ XXXXshortage for the year-mortgage went to $ XXXXThrough no fault of ours-the payment should not have dropped that low.
The reason they gave us again was the escrow analysis only included the {$70.00} the error on their part.We are not aware of how the insurance company submitted for payment.
The escrow analysis in XXXX XXXXfrom Mr. Cooper- is showing a {$3200.00} shortage.The analysis is showing what our new mortgage payment would be from {$770.00} to $ XXXX6.Mr. Cooper after submitting all the paper work pointing out errors that were made completed supposedly another anaylsis : $ XXXX taking our mortage to $ 1,012.07.Taking {$360.00} from the original {$3200.00}. Payment to escrow amount $ XXXX mortgage payment of XXXX {$370.00} went to escrow.Still say we owe {$2900.00}.
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12/19/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
Mr. Cooper is not accurately reporting payments, payments amounts, escrow increases, and true account activity.
I have had Mr. Cooper as my mortgage servicer since XXXX when they were Nationstar. There have always been issues with how payments and payment increases have been processed. The heightened issue is when I went into the COVID pandemic relief plan that was offered for up to a 12 month relief period. I took this plan in XXXX after permanently losing my job in XXXX due to the pandemic. Up until XXXX I was able to swing my regular monthly payments with some stimulus help. When I extended the COVID plan until XX/XX/XXXX this is where the real problems started. I was blocked from all activity on my account. Electronic payments were claimed not received or posted although they cleared my bank accounts. Once I could view things payments were not accurately receipted and the entire history of the account had been monkeyed with noting substantial historical unapplied funds. My payment had also been increased. Prior to COVID any additional payments I made we designated to principal.
My account is now flagged as a MODIFICATION and I did not review or agree to any MODIFICATION with the exception of the COVID relief program that Mr. Cooper approved until XX/XX/XXXX XXXX the nine month mark ). Mr. Cooper stated even though I was told I would be allowed up to 12 months of COVID protection that they were ending it at 9 months. Mr. Cooper refuses to receipt payments accurately, and dodges increased escrow inquiries. I never received notification of this increase in writing or otherwise prior to the increase already being implemented.
I was sent a notification 9 days ago where nothing was actually posted about some communication regarding modification. I have not reviewed or agreed to any MODIFICATION with the exception of the COVID relief plan.
Mr. Cooper has several class action lawsuits out there citing the same experiences.
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04/29/2019 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
Dear Sir/Madam : I have a mortgage on a 1 family house and XXXX is the investor, My mortage used to be serviced by Seterus but inXX/XX/XXXX it wa switched to Mr. Cooper Please review the following account XXXX. Mr Cooper has denied me a modification because I had a modification before due to unemployment.
Mr Cooper denied the modification XX/XX/ I was behind 10 months due to unemeployment but last week I gave them {$7000.00} Today they refused to take another {$6000.00} from me that my wife cashed out of an retirement account Mr Cooper wants me to send them the a partial payment of {$12000.00} to bring the account within 90 days or the full amount {$17000.00} by XX/XX/ or else they wont take a payment from me I need to raise another {$6300.00} to XXXX XX/XX/XXXX will be 30 days from the day Mr Cooper denied me the modification After that they will send their lawyers a request to serve me with foreclosure documents I always have a hard time getting them to give me an accurate deadline to bring the account up to date One lady in the underwriting dept. told me that in some states they can send foreclosure papers to their lawyer and a sheriff can give me 24 hours to vacate the premises.
She also said that if I want to keep the house at that time I would have to make full payment to bring the account up to date and I would be responsible for their lawyers fee.
I am considering getting a mortgage lawyer to represent me because we want to keep the house and it is our primamry residence.
I work as a temporary consultant because it has been hard to get a full-tme job and over the last 7 years I have been unemployed a couple of times.
I am interviewing and should have a new job on XXXX XXXX in a couple of weeks but need your help to get on a payment plan where I can make bigger payments every month to bring the account up to date Can you help me?
Thank you XXXX XXXX XXXX XXXX XXXX XXXX NY XXXX XXXX XXXX XXXX XXXX XXXX XXXX
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06/05/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
I applied for a forbearance due to COVID-19. I was approved, and my forbearance ended on XX/XX/XXXX. However, Mr Cooper ( the mortgage company ) called me at the beginning of XX/XX/XXXX, to ask if I was still having problems with resuming payments ( I stated yes ) and they said they would give me a few options to assist for XX/XX/XXXX. I explained to the lady that I was driving and could not write down the various options she offered. So, she said she would mail the papers to me ( and that I would not need to provide any additional documentation ). About 2 weeks later, I received a phone call from Mr Cooper asking if I received the paperwork, and also said I needed to make an appointment for a notary to come to my home to have me sign the papers and return them. I told they lady at that time, I had not received any papers. She said they were coming from XXXX or XXXX ( with a tracking number ) and I should receive them in the next few days.
On XX/XX/XXXX, I received the papers. After reviewing them, I was very upset!!! Mr Cooper is NOT offering a variety of assistance! They only sent modification papers which are making me START over with a 30-year loan, with a HIGHER interest rate, HIGHER monthly payment, and the total sale price is MUCH HIGHER than my original closing amount in XX/XX/XXXX!!! I will NOT be taken advantage of! If I couldn't pay $ XXXX per month ... how do they expect me to pay over {$1600.00} per month and my household 's finances and/or situations have not improved SINCE COVID??? I also, explained that my dad ( who was a Veteran ) died of XXXX and I have the death certificate as verification!! I have verification my husband and & I were terminated from our jobs and we both were denied Unemployment. They REFUSED to give me any other option, and although I told them the lady initially called me stating I had more than one option, they keep saying I do not! That this is HIGHER modification is my ONLY option!!
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08/02/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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On XXXX XXXX my mortgage payment was paid through XXXX XXXX bill pay like it has been every month for years. The payment was {$2600.00} and sent to Nationstar Mr. Cooper. This payment was for the XX/XX/XXXX due date.
On XX/XX/XXXX I paid my mortgage payment through XXXX XXXX bill pay for {$2600.00} This was for the due date of XX/XX/XXXX. Both times the funds were withdrawn from my checking account. On XX/XX/XXXX I received a phone call from Nationstar Mr Cooper about my missing payments. They did not show that I had made a payment since XX/XX/XXXX ( the XX/XX/XXXX payment ).
I was asked to provide the bill pay information and my bank statements. I did that on XX/XX/XXXX. I have talked to 7 different people and there is no record of these payments. Although they have my money {$2600.00} x 2 somewhere. The actual payment amount is {$2500.00}. I always pay extra towards principal. Late fees have been added to my account each month that these payments have not been credited. On XX/XX/XXXX I sent a notice of error to Mr Cooper. I was not getting anywhere through phone or email so it was time to take the next step. I received a confirmation that they were still researching. There is still no resolution and the payments are still missing. Late payments are still on my account. I made the XXXX payment on the Mr Cooper website to make sure it did not get lost. I could not pay extra principal because my mortgage is past due according to Mr. Cooper. That payment was credited but it was applied to the XX/XX/XXXX payment. So there are going to be additional late fees added since they don't consider that payment to be for XXXX. I have always paid my mortgage in advance. I have never experienced such a run around. They have had my money since XX/XX/XXXX and XX/XX/XXXX. I have provided the requested documentation 6 different times. I value my credit rating and my mortgage history. I do not know what else I can do to get this resolved.
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04/26/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
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There seems to be an error on my consumer report furnished by ( companys name ). On my consumer report, there is a late payment reported which is causing me damage to me as a consumer and limiting my ability to extend credit. I allege that ( company name ) is willfully and knowingly furnishing inaccurate information and defaming my character as a form of extortion. According to 15 U.S. Code, A creditor may not treat a payment on a credit card account under an open-end consumer credit plan late for any purpose. According to 12 CFR Appendix B to Part 1022 I never received any the model notices stating that any negative information would be furnished to my consumer report. Why is this inaccurate information being reported when I have never received notice of the information and congress has stated there shouldnt be any late payments? Is ( companys name ) attempting to cause some form of harassment to me and violate my right as a consumer purposely? I was never given a reasonable way to opt or limit sharing my creditworthiness according to their privacy policy. Payment defined under 15 U.S Code 78m Payment is define as commercial development of oil, natural gas, or minerals therefore what form of payment has ( companys name ) has been excepting for the last years of under the United States Code it is define as commercial development of oil, natural gas, or minerals?
Is there a yield of the investment on the account due to me? Has the true nature and fitness of the agreement been provided to me? The inaccurate, false and fraudulent information being furnished on my personal consumer report needs to be corrected immediately as it is causing damage and defaming my character. I am demanding a response within an appropriate time of 5 business days to answer each concern I have raised in this complaint or I allege that there is a due yield of investment that has been misapplied as a billing error and shall be Returned back to me.
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08/27/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
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Nationstar DBA Mr. Cooper auto deducted my XX/XX/XXXX mortgage payment for XXXX on XX/XX/XXXX from my checking account 5 times in error. Then they reversed 4 of the payments. XX/XX/XXXX I was contacted by Nationstar DBA Mr. Cooper by phone asking if I wanted to proceed with a loan modification. I never requested a loan modification. The representative then told me my loan was delinquent. I had not received any correspondence from Nationstar DBA Mr. Cooper that my loan was delinquent. I have never missed a payment. I have always paid my mortgage by automatic deduction from my checking account. I immediately contacted Nationstar DBA Mr. Cooper and spoke with XXXX XXXX with Executive resolution. I learned that my loan was switched to paperless statements without my consent. I informed her that I never stopped the automatic deductions from my checking account. I provided her with copies of my bank statements for XXXX through XX/XX/XXXX. She opened an inquiry and discovered that Nationstar DBA Mr. Cooper stopped the automatic deductions in error without my consent. It was also discovered that they had not applied the XXXX payment to my account even though they collected it. Mr. Cooper issued a letter XX/XX/XXXX stating that they submitted and update to the credit reporting agencies with instructions to adjust their records and remove the negative credit information. Not only has that NOT been corrected with XXXX, XXXX, XXXX and XXXX but Nationstar DBA Mr. Cooper has stopped reporting my mortgage payments completely there is no payment information for XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. This has effected my credit in such a negative way that I am unable to obtain a mortgage on a new house. My husband and I had an excellent credit score prior to this outrageous error by Nationstar DBA Mr. Cooper. I have personally contacted all 4 Credit Reporting Agencies and learned that Nationstar has done nothing to remedy this situation.
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06/19/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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Like many we had job losses during the pandemic. We requested forbearance with our mortgage company XXXX XXXX. We were approved for that. Our loan was then sold to Mr. Cooper fall of XXXX. We reached to Mr. Cooper about a modification to our loan as we are not financially able to pay a lump sum at this time.
Starting this year, XXXX... We signed papers saying we would make 3 trial period payments and if we did that, they would move forward with the modification. Our first trial payment was XX/XX/XXXX, then XX/XX/XXXX XXXX XX/XX/XXXX. We made all those payments as requested.
After XXXX, we heard nothing! No email correspondence, nothing sent by mail, no phone calls XXXX nothing about what to do next on our online account. We reached out to Mr. Cooper as we were concerned about how to make our XX/XX/XXXX payment. The person who answered the phone there said they were still in the process of booking the modification and she could take our payment. She said the booking should be done soon.
Then we came to XX/XX/XXXX and still... .we have heard nothing! No calls, no emails etc. So again, we called XX/XX/XXXX to inquire. Again-we were told they are still booking the modification and they could take our XXXX payment.
Then we received a call XX/XX/XXXX saying we needed to make another payment???
I asked to speak to a supervisor as we had already made a XXXX payment and thus there was no one to help. The person on the phone from Mr. Cooper said we HAD to make another payment to start the booking of the modification. This made no sense to us as to why we were having to make a 2nd payment in the same month.
Today is XX/XX/XXXX and we were told a supervisor would be in contact with us to help us, and we have received no such call. Also, looking at our account online it does not show any information except that we owe a lump sum of money. No information as to why we still have no modification completed, no calls from them.
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05/08/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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On XX/XX/XXXX, I submitted an Error Resolution Notice under 12 C.F.R. 1024.35. This letter was received by Mr. Cooper XXXX XXXX XXXX XXXX XXXX, TX XXXX ) on XX/XX/XXXX, as USPS has verified receipt of the letter and signature by person XXXX XXXX.
As at the time of submission of this report on XX/XX/XXXX, I have not received an acknowledgement to the letter or investigation from Mr. Cooper, despite several attempts to correct an issue related to multiple erroneous charges for Mortgage Insurance ( NATIONAL MI ), totaling {$3000.00} in excessive withdrawals from my mortgage escrow account, all being delivered to NATIONAL XXXX which is owned by Mr. Cooper.
Here are the facts : 1 ) My mortgage was purchased by Mr. Cooper from XXXX on XX/XX/XXXX. This mortgage only started on XXXX of XXXX after a re-financing from a different bank.
2 ) For the months of XXXX and XXXX, Mr. Cooper has withdrawn {$510.00} a total of EIGHT ( 8 ) times each, for the concept of Mortgage Insurance, and paid to NATIONAL XXXX despite the mortgage only having been in Mr. Cooper 's portfolio for 2 months. Six ( 6 ) of these withdrawals are erroneous and need to be credited back.
3 ) I have contacted Mr. Cooper several times as follows : - Over the phone twice on XX/XX/XXXX - Over email ( secure message ) on XX/XX/XXXX - Over email ( secure message ) on XX/XX/XXXX - Over error resolution notice ( physical mail ) on XX/XX/XXXX, signed delivered XX/XX/XXXX I kindly request the assistance of the CFPB for resolution, as my mortgage escrow is now in negative balance. I believe this is a result of a systems glitch in Mr. Cooper 's transfer of my mortgage to their systems, which is going to result in a charge of {$510.00} multiplied by each month of life of my mortgage every single month, rather than a single charge. This is exponentially going to accrue to hundreds of thousands of dollars of erroneous withdrawals unless Mr. Cooper takes immediate action.
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12/11/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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|
Web |
Servicemember |
My home mortgage was serviced by Mr. Cooper. I was on XXXX XXXX orders for the month of XX/XX/XXXX. I requested XXXX and XXXX benefits from every financial institution or lender I do business with, including a XXXX payment deferral.
All replied back ( XXXX, XXXX, XXXX, XXXX XXXX ) with a similar letter in accordance with the CMFFRA your payments have been deferred.Your new interest rate is 0 % and your next payment will be due X/X/X.
At the end of the deferment period, my loans returned to their regular interest rate, with no additional chargers or deferred interest.
Nationstar denied my XXXX payment deferral several times stating that my account was already approved for XXXX benefits and nothing else was required. After multiple requests over a period of several months, I finally received a letter that my payment deferral had been approved as a one-time exception to their XXXX policy, and that payments would be deferred from XXXX and that my loan maturity date had changed from XX/XX/XXXX to XX/XX/XXXX.
Unbeknownst to me at the time, Nationstar had effected a {$5400.00} lender paid expenseagainst my loan, however it did not raise or lower my principal balance. That {$5400.00} balance was used to make payments to my account to cover principal and interest during the duration of my deferral.
I was not aware of the charge until I paid off the mortgage loan on XX/XX/XXXX and was charged the {$5400.00} lender paid expense. I initially believed that the entirety of the {$5400.00} charge was owed to me, but after reviewing my statements, I found that those funds were used to pay towards my loan during my deferment period and I was charged {$1500.00} in interest during the deferment period.
My issue is with the interest charged during the deferment period. Section 804 of the Military & Veterans Code states No interest shall be charged or accumulated on the principal or interest on which the payment was delayed.
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05/19/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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|
Web |
|
I received a notice from Mr. Cooper stating that they would buy insurance on my behalf.
I asked my insurance company to send proof of insurance, see below APPENDIX 1.
Mr. Cooper received, the email with attached dec page, but refuses to acknowledge the
insurance, see below APPENDIX 2.
APPENDIX 1 Hello " Mr. Cooper '' ATTN : Loan XXXX, Please see the attached Declaration Page for XXXX XXXX 's currently inforce policy. In addition, we have attached the payment received on this policy to confirm that it is currently paid in full for the term of XX/XX/XXXX to XX/XX/XXXX.
As XXXX XXXX states below, and we confirm he is correct, because payment was made during the grace period the coverage never lapsed.
If you have further questions or additional information requests, please let us know by contacting us via : Phone : XXXX Fax : XXXX Email : XXXX Thank you, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX : XXXX Fax : XXXX APPENDIX XXXX From : XXXX To : " XXXX '' Sent XXXX XXXX XXXXXX/XX/XXXX at XXXX XXXX XXXX Subject : XXXX XXXX Has Not Been Processed Thank you. This email is to inform you that we have reviewed the recently submitted document ( s ) and are unable to proceed with updating the policy information.
Mr Cooper bought my mortgage from XXXX XXXX. I have had numerous issues with servicing. It took multiple attempts to set up direct pay through checking. I applied for bimonthly pay four times and made double payments to get ahead as instructed and they found spurious reasons to reject the application each time. I have threatened to complain and they don't care. This latest egregious example is an attempt to purchase insurance on my behalf for exhorbitant prices, even though as documented and submitted to them, my policy never lapsed. This company is egregious in its lack of service and attempts to use any means necessary to gouge their clients, who, I assume, did not want to be their clients in the first place.
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02/07/2023 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
XXXX sold a ton of mortgages to Mr Cooper in XXXX, mine included. We were all told that it would be a seamless transitio. It has been anything but. I have heard numerous complaints about working with Mr Cooper from former XXXX members. For me, it started when Mr Cooper kept sending me notices that I did not have hazard insurance and that they would be purchasing hazard insurance on my behalf at a cost to me. I tried to contact them but the correspondence did not have a number where you could talk to a real person. Finally a lady in mortgage gave me a number for a real human.
After multiple phone calls... they put you on infinite hold i presume to get you to just hang up ... to resolve without success I finally got Mr Cooper and XXXX Insurance on the phone together. During that call both sides agreed that I did have the appropriate coverage. The notices from Mr Cooper threatening to buy hazard insurance at my expense continued. Then, for some unknown reason, Mr Cooper just stopped paying my homeowners insurance and I received notice from XXXX Insurance that they would be billing me direct. I called Mr Cooper a couple times who advised they would expedite the payment to XXXX but it took over a week to get to XXXX. Then, at the end of XXXX Mr Cooper sent me a refund check for around {$2800.00} advising I had an overage with my escrow account. I knew that I had not. Now I have received a notice that my escrow is running short approximately {$2800.00} ... imagine that ... and they will be increasing my monthly mortgage payment over {$400.00}. What does it take for the Govt to step in and get these folks on track? Read online and you will see negative review after negative review. This is not a one off problem. As a Veteran I feel let down by XXXX Mortgage and just at a loss in dealing with the incompetence of Mr Cooper. Impress me... somebody step in and fix this fly by night operation. I see a class action lawsuit brewing.
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08/27/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account status incorrect
|
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Web |
|
Nationstar DBA Mr. Cooper auto deducted my XX/XX/XXXX mortgage payment for XXXX on XX/XX/XXXX from my checking account 5 times in error. Then they reversed 4 of the payments. XXXX XXXX I was contacted by Nationstar DBA Mr. Cooper by phone asking if we wanted to proceed with a loan modification. I never requested a loan modification. The representative then told me my loan was delinquent. I had not received any correspondence from Nationstar DBA Mr. Cooper that my loan was delinquent. I have never missed a payment. I have always paid my mortgage by automatic deduction from my checking account. I immediately contacted Nationstar DBA Mr. Cooper and spoke with XXXX XXXX with Executive resolution. I learned that my loan was switched to paperless statements without my consent. I informed her that I never stopped the automatic deductions from my checking account. I provided her with copies of my bank statements for XXXX through XX/XX/XXXX. She opened an inquiry and discovered that Nationstar DBA Mr. Cooper stopped the automatic deductions in error without my consent. It was also discovered that they had not applied the XXXX payment to my account even though they collected it. Mr. Cooper issued a letter XX/XX/XXXX stating that they submitted and update to the credit reporting agencies with instructions to adjust their records and remove the negative credit information. Not only has that NOT been corrected with XXXX XXXX XXXX and XXXX but Nationstar DBA Mr. Cooper has stopped reporting my mortgage payments completely there is no payment information for XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. This has effected my credit in such a negative way that I am unable to obtain a mortgage on a new house. My husband and I had an excellent credit score prior to this outrageous error by Nationstar DBA Mr. Cooper. I have personally contacted all 4 Credit Reporting Agencies and learned that Nationstar has done nothing to remedy this situation.
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10/06/2019 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
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Web |
Servicemember |
Again I am forced to file a compliant against Mr. Cooper. ( I have attached documentation of the previous complaint # XXXX and for the record ; this compliant is based on the same loan as the one reported in XXXX ). In XXXX of XXXX, we submitted for a loan from XXXX for our retirement home. We were denied because we have XXXX late mortgage payments reported by Nationstar Mortgage LLC ; dba Mr Cooper. Another mortified moment cause by Mr.Cooper. We immediately contacted XXXX XXXX an Escalation Agent at Mr. Cooper. Mr. XXXX assured us everything would be cleared within 30 days. We had no reason to doubt Mr. XXXX. In XXXX we received a XXXX Mortgage Interest statement from Mr. Cooper. Did they take unaccounted funds from the XXXX mortgage payoff? May I have an accounting distribution statement? I then checked our credit and discovered we still had the 2 delinquent payments. This time instead of trying to get Mr. Cooper to act with integrity and professionalism, I obtained a mortgage attorney. The letter from my attorney is attached. Mr. Cooper sent a reply on XX/XX/XXXX. As you can see ; Mr. Cooper said they would respond by XX/XX/XXXX. As of today ; XX/XX/XXXX we do not have any communication from Mr. Cooper addressing this extremely stressful situation AND we still have 2 mortgage delinquents reported on our credit report. I've looked into Nationstar L.L.C. ; dba : Mr. Cooper. I have discovered they have a real " nightmare '' customer service image. Mortgage and credit reports are a SERIOUS MATTER! The negligence and disregard displayed by many of Mr. Cooper 's " staff '' is not acceptable, maybe they need mandatory customer service training. I have a briefcase filled with documents pertaining to this loan ; which was closed ( theoretically ), in XXXX. We are less than 60 days from having to deal with this nightmare for 3 YEARS. We are only asking for this to end with Mr. Cooper doing what is legal and right! Thank you.
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10/19/2023 |
Yes |
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- Trouble during payment process
- Paying off the loan
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Web |
Older American |
I have a loan with Mr. Cooper, on XXXX I was about to loose my home, Mr. Cooper offered me something call : LOAN MODIFICATION, I was desperate, I don't speak, write or read English good. A man came to my house with the loan modifications papers ( more or less XXXX pages ), I signed the papers, then on about XXXX, I had another modification, a lady came and I signed papers. I am a single woman with a XXXX XXXX XXXX son with XXXX living with me, in XXXX, I was about to loose my house again and I tried bankruptcy but since I could not come with the {$2200.00} plus monthly payment the bankruptcy was dismissed.
Every time I owed 2 months mortgage, I paid 1 month, I was struggling to keep my house. On XXXX of XXXX, I retired from my job because I am XXXX XXXX XXXX and when I got my retirement FRS investment check, I took it and sent {$90.00} to Mr. Cooper. I said to myself, I will not be able to pay {$890.00} out of $ 1183 monthly Social Security Income, the best thing to do is to pay off the mortgage, to my surprise, Mr. Cooper 's representative told me there is a second mortgage in my house with somewhere call HUD. They gave me the information and they claimed that I did 3 loans modifications, I said I did 2, they sent me the forms that I signed which are for 2 loans modifications but HUD FHA said there are 3 modifications and since the first mortgage is paid off, I must pay {$24000.00} immediately or they will start foreclosure process, I have no way to pay that sum, I never told when I did the modification, Mr. Cooper took a loan on my behalf, I don't know what to do, I don't want to sell my house and I was told that HUD don't give monthly payment, I have to pay or else, even tough I have a lot of equity, my lender Mr. Cooper told me that because of my credit score they won't help me. If I knew about that loans with HUD, I would have not paid the {$90.00} I would have saved it and not paid the house. PLEASE HELP ME!
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07/08/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
|
Summary of Complaints : 1 ) My mortgage servicer Mr. Cooper incorrectly debited an extra {$1300.00} from my escrow account.
2 ) An inaccurate escrow analysis resulted in an excessive increase in my monthly escrow payments.
Details : On XX/XX/2022, Mr. Cooper debited {$1300.00} from my escrow account as a disbursement to my insurance company XXXX XXXX. However, this payment was never recorded on my insurance account. I spoke with my insurance agent on XX/XX/2022 and she informed me that Mr. Cooper had sent Foremost a single batch payment ( which included payment for my account and for other unrelated Mr. Cooper customers ) and this batch payment did not include any identifying information such as names or account numbers. She reported that this batch payment had been returned to Mr. Cooper and that Mr. Cooper was aware of their error.
To avoid a lapse in insurance coverage, I called Mr. Cooper on XX/XX/2022 and explained the situation. The agent issued a duplicate payment of {$1300.00} which was successfully received and applied to my XXXX account. Mr. Cooper debited this duplicate payment of {$1300.00} from my XXXX account on XX/XX/2022 but failed to credit my account for the first returned payment made on XX/XX/2022.
On XX/XX/2022, Mr. Cooper performed an escrow analysis using two incorrect values : 1 ) My escrow balance was {$1300.00} lower than it should have been and 2 ) my annual insurance premium was incorrectly calculated as {$2700.00} instead of {$1300.00}. I estimate that this miscalculation caused an additional $ XXXX ( $ XXXX months ) shortage payment that I am now being charged.
I contacted Mr. Cooper in writing on XX/XX/2022 to explain the situation. The attached response promised an investigation but the service ticket was closed and no action has been taken to correct these errors. When I asked for a timeframe for resolution on XX/XX/2022, none was provided and my request was closed again.
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03/08/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
I refinanced a mortgage on an investment property that I own in XX/XX/2021. XXXX lender originated the loan, then sold the loan to a mortgage servicer/lender by the name of Mr Cooper.
My XXXX mortgage interest was built into the closing costs, the next month does not have a mortgage payment due, and so my first payment was due onXXXX the originating lender, unless the loan was transferred before then to Mr Cooper. The loan was in fact sold to Mr Cooper in XXXX with an effective transfer date oXXXX, so I would be making my first payment to them.
XXXXwas a busy time for me. My family moved, our new home was being renovated, and I dealt with a family crisis during that time. I understood that there is a 60-day grace period starting from the loan transfer effective date, so I made myXXXXpayment as well as my XXXX payment to Mr Cooper on XX/XX/XXXX knowing that I needed to make the payments within that first 60 days. Assuming all was well, I made my XXXX payment and XXXX payments.
A few days ago I learned that Mr Cooper forced the original lender to buy back the loan as a scratch and dent mortgage on XX/XX/XXXX because I did not make myXXXXpayment on time. I am not privy to all the discussion between the originating lender and Mr Cooper, but my originating lender is stating that the loan was being forced back to them because Mr Cooper stated the payment in XXXX was late.
I reached out yesterday to the customer service side of Mr Cooper to ask them about the situation. Eventually I was escalated to an Executive Resolutions Specialist who claims that the loan can not have been forced back to the originating lender due to a late first month 's payment because the payment was made within the 60-day grace period window. However, internally, Mr Cooper is telling the originating lender that my XXXX payment was late, therefore the loan is now a scratch and dent loan ( and I am being forced to refinance as a result ).
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07/28/2021 |
Yes |
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- Trouble during payment process
|
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Web |
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We have had a very good payment record with Nationstar Mortgage, also known as Mr. Cooper, for many years. We have not had an escrow account with them since XXXX. We pay our county taxes on our own with no issues. This year, due to the Pandemic and loss of income, we were making regular monthly payments on our county taxes. When we went to make our final tax payment of {$580.00}, to our surprise we found that the mortgage company had made the payment. We had no idea they were going to do this. We contacted the mortgage company on XX/XX/XXXX by phone, in order to find out what happened and why they did this and also to reimburse them for that amount, which we did. In the phone call we were told that they had created an escrow account, because our taxes were " delinquent ''. They said they had sent us a letter regarding that, which we did not receive. We informed them that we did not want an escrow, since we hadn't had one for many years. They said it was permanent, they would not remove it and that it is for the remaining life of the loan and there was nothing we could do to change that. Our regular monthly mortgage payment has been {$470.00} for years. Now that they have opened an escrow account, our monthly mortgage payment, effective XX/XX/XXXX, will now be {$890.00}, which is basically double what we have been paying for the past 4 years. This doubled payment creates an extreme hardship that is absolutely unfair and unjust. We have been a great paying customer of theirs for many years. They have never had to intervene to pay our taxes since we removed our escrow. I would assume that some basic human decency and customer service should apply here and give us some consideration for this one time situation that occurred during a Global Pandemic. We are requesting that they remove the escrow account and restore our payment to {$470.00}, as it previously was. Thank you very much for your assistance in this matter.
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10/13/2020 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
In XXXX of this year 2020 my VA loan was sold to Nationstar Mortage. In the correspondence, the selling agent stated unless I chose to obtain a different lender, all aspects of my account would stay the same. I was enrolled in an accelerated payment program that deducted 1/2 of my mortgage payment biweekly which would result in an additional payment or 2 at the end of the physical year. I contacted Nationstar to inform them that I was in the accelerated program and it was my understanding that the payment arrangement would remain the same. The customer service representative told me that they did not have any such program. All payments made were to be in full on the designated due date. Any partial payments made would not be applied to the loan and sit in a temporary count until the full payment amount was collected. Any funds sitting in the temp account for too long would be returned to the sender. In addition, he expressly told me there were 2 avenues to making a payment ; sign up to have the full amount debited from my account at no charge or pay a fee to have bi-weekly debits from my account. I chose neither. I arranged through my bank to make bi-weekly payments just as I had done over the previous 15 years of the loan. Each payment has sat in an unapplied payment account all too often resulting in missed monthly payments and late fees being incurred. Just recently I was informed that my loan was in default for the same amount that sits in an unapplied account. While Nationstar did not honor the previous payment arrangements as agreed when they bought my VA loan, they are purposely not applying any and all payments sent throughout the billing cycle resulting in late fees and now delinquent payments that could be avoided. Each time this happens it adds to the life of what should be 15 years left on a 30-year loan. No matter when any payments are rendered it should be applied directly to the loan upon receipt.
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11/29/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Servicemember |
Nationstar Mortgage, XXXX, and Mr. Cooper have fraudently claimed that I have missed payments and falsely reported such to XXXX and XXXX starting XX/XX/XXXX. I received a XXXX XXXX mitigation in XX/XX/XXXX which Nationstar never processed correctly and fraudently claimed multiple times that Nationstar Mr Cooper were completing in XXXX and XXXX and XX/XX/XXXX. I completed a loan modification XX/XX/XXXX ( after making full payments for a 3 month trial ending XX/XX/XXXX ) with XXXX Nationstar Mortgage Loan XXXX which was completed, signed and certified, and states the outstanding balance due to XXXX XXXX mitigation would be added to the loan principle. XXXX even sent me a check stating they had overcharged me on the closing of the modification XXXX. I have submitted monthly payments of XXXX to Mr. COOPER every month since XXXX. MR. Cooper has fraudently refused to apply my payments made by direct check sent from XXXX XXXX since XXXX. Mr Cooper also claims i have made no payments for XXXX days, which is blatently false and an act of fraud against XXXX XXXX XXXX XXXX XXXX, have notified tagents at Mr Cooper several times, as above, since XXXX and they refuse to correct the situation. I spoke to XXXX at Mr Cooper today who stated the property is 'in foreclosure ' for nonpayment even though payments were made. She claimed to be 'escalating'the review of payments. Payments were sent and are missing from my mortgage payments on XX/XX/XXXX, XXXX XXXX, XXXX, XX/XX/XXXX, XX/XX/XXXX. Mr Cooper has violated the law in making false reports to XXXX and XXXX, are defrauding me by refusing to apply payments sent per contractual agreement dated XXXX, and has discriminated against me by failing to implement my XXXX hardship mitigation which was rightly and correctly submitted by me. Mr Cooper has also apparently misplaced multiplr payments sent to them which they are required by law to document and further credit to my account.
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02/11/2022 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Servicemember |
I began the process of lowering the interest rate ( Interest Rate Reduction Loan/IRRL ) on this account in the XXXX XXXX timeframe. The IRRL is a rate reduction and term program that is simple with no appraisal and no income required. They had me fill out the required income, pull a hard copy of my credit score, and had me fill out incorrect paperwork. I did the " closing '' signed all the documents ; however, because of the pandemic forbearance, Mr. Cooper nullified the agreement after the closing, after the fact. In XXXX I continuously asked for the interest to be lowered, they denied it several times. Finally, in XXXX of XXXX, Mr. Cooper advised that I had to fill out a " loan modification '' to get the interest rate lowered. I paid Mr. Cooper {$58000.00} in XX/XX/XXXX. I asked again and applied for a lowering of the interest rate. I filled out paperwork, again, and was denied again because they said the VA would not allow me to do this.
I paid over {$35000.00}. in interest for XXXX. I went to another mortgage company that successfully lowered my interest rate and bought out the loan from Mr. Cooper. Mr. Cooper 's failure to grant me the lower interest rate meant that I paid too much money that I did not need to. They falsely claimed I was not qualified when I was. They took so much money from me when my husband was sick ( and consequently died ) when a pandemic was devastating us health-wise and financially.
Mr. Cooper denied my requests for 2 years stating that I was NOT qualified when I was.
The fact that another mortgage company easily processed my IRRL and did not have an issue with it or the VA demonstrated that Mr. Cooper was making a lot of money off of me and knew it could be done, but they chose to falsely claim that the VA denied it or that my credit was not sufficient, which they did a hard pull on my credit that they did NOT need to. They were deceptive in their practices by false claims.
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11/15/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
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Web |
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Attention : Research and Response Department I am writing this letter in regards to a Negative Credit Reporting annotation that occurred on my credit report on the month of XX/XX/XXXX ( See attached Credit Reports from XXXX, XXXX, and XXXX ) ; that I would appreciate your reconsideration and correction.
As you can see on my payment history, I was able to bring my account current by the month of XX/XX/XXXX. I was entered into the Forbearance program offered by Mr. Cooper in XX/XX/XXXX, and I continued to be in forbearance thru XX/XX/XXXX when my financial situation changed, I called in to ask for the removal of the forbearance program ending in XX/XX/XXXX. Thus, I made all my forbearance payments and my 1st regular payment for XX/XX/XXXX on XX/XX/XXXX.
Therefore, I do not understand why any XXXX XXXX XXXX would have been reflected on my credit during XX/XX/XXXX and was reported on XX/XX/XXXX to all credit bureaus, since during the Forbearance program I was protected from any Negative Credit Reporting. Also, I would like to reinstate that I have recovered from my previous financial situation, and it can be recognized and accounted for now that I have completely paid for all the months that were in arrears during the forbearance period including my first out of forbearance payment for the month of XX/XX/XXXX. In addition, I am processing my XX/XX/XXXX payment today online and I am attaching proof for your review.
I would sincerely hope that there is redemption at Mr. Cooper, and I am asking for such consideration and correction in my payment history and credit reporting for my account with you and concurrently with all the credit bureaus.
As you would agree, it is imperative that my credit reflects a good standing with Mr. Cooper as well as with my other creditors and I hope this oversight that was done by Mr. Cooper in making this late payment reporting can be remediated as soon as possible.
Sincerely,
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04/17/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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To whom it may concern.
I am submitting a complaint against Mr. Cooper. Mr. Cooper is stating there was not sufficient funds in my bank account when they attempted to withdraw my auto-payment on XX/XX/XXXX. This is not true. See timeline below for details.
1. On XX/XX/XXXX I received a letter from Mr. Cooper indicating my auto payment had been stopped for a reason indicated as other on the letter ( see attachment ). I spoke with a Mr. Cooper rep who indicated there were insufficient funds on the date your company attempted to withdraw the payment from my account. See first attachment of my XXXX XXXX XXXX XXXX account statement for XX/XX/XXXX. You will see there were sufficient funds in my account.
2. According to XXXX XXXX XXXX XXXX ( my bank ), they have no record of a request or attempt to withdraw funds. My credit union explained that I have overdraft protection on my account. Which means, if Mr. Cooper attempted to withdraw funds, my bank would have permitted the withdraw. If this would have happened the credit union themselves would have penalized me for insufficient funds at the time the withdraw was made. As you can see on my bank statement, there are no penalties for insufficient funds in XX/XX/XXXX. ( see attachments ) 3. I made my mortgage payment as soon as I learned of the issue. See mortgage payment withdraw on XX/XX/XXXX.
4. Please note that my XX/XX/XXXX mortgage statement indicated payment was received on XX/XX/XXXX. The XX/XX/XXXX statement would have been the first statement or communication I would have received that XXXX mortgage payment was received.
As soon as I received the letter I made the mortgage payment. I reached out to my bank who confirmed no attempt was made by Mr. Cooper to withdraw funds from my account. You can see there were sufficient funds in my bank account.
I am in the process of refinancing my home and this has been a major set-back in the process.
XXXX XXXX
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07/31/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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XXXX XXXX XXXX I am filing this complaint after receiving a XX/XX/XXXX mailed response from Counsel for Nationstar Mortgage LLC that addressed XXXX XXXX and XXXX XXXX complaint and left these above valid complaints unresponded to by outside counsel as XXXX XXXX claimed would happen by XX/XX/XXXX and did not, as well as stating wholly false information as a response.
Please see my objection and reply to the XX/XX/XXXX response to the XXXX XXXX and XXXX XXXX complaint as a wholly false response, proven by the attached XXXX Invalid agreement that superseded the invalid XXXX Agreement. Neither are confidential, and Nationstar owes me a remaining refund of {$6000.00} not damages as claimed by this Counsel in relation to the general damages payment of {$5000.00} paid without disclosure of the remaining refund of sales proceeds, without any explanation of an inaccurate payment allocation of {$11000.00} and whether or not it has been accurately allocated and without any explanation as to why the Company reported to three credit bureaus that XXXX XXXX XXXX XXXX underpaid their company in the specific amount of {$170000.00} between XX/XX/XXXX and XX/XX/XXXX and without any explanation as to where this false information in my credit files came from within the mortgage file for loan XXXX.
I am seeking permission from the Court to receive my refund and damages caused by Nationstars actions between XXXX and XXXX, as attached, with a hearing date set for XX/XX/XXXX at XXXXXXXX XXXX, to which no proof of services has been yet produced for the amount in lines XXXX still held and retained by Nationstar in an open suspense account 8 years after accepting the payoff demand to which was by law, the mortgage and Nationstars servicer guidelines this account was to be closed out and amounts refunded to me within 20 days and it was not, nor were any services performed to cause the initial collection of the funds in the first place.
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08/19/2022 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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Loan Assumption, which my sister XXXX XXXX , a DIRECT FAMILY MEMBER, what i understand Direct family member means a spouse, parent, child, grandchild, brother or sister of the tenant. Sample 1Sample 2Sample 3. Direct family member means children, parent, grandchildren, grandparent, caregiver or siblings of the Owner.
And if they told us from the very beginning that sibling is not consider as direct family, they should told us. My sister and i are doing all the right thing legally. The house are under their name, she us our successor. Unable to continue paying the mortgage because we also have bills payable and we have apartment we paying too where near to my work. And since my sister and her family willing to continue paying the mortgage, we inquired this since loan assumption since XX/XX/XXXX. We, for sure follows whatever they needed as to submit, but only thru phone they always DENIED us, without i forming us even EMAIL or LETTER. 3X Denied, open 3X case and close the case without informing us what is the reason for DENIAL. They told to my sister, that deed should be done by transferring ownership which we did and granted and registered to their name - my sister. That mortgage company is not knowing what need to be done, lack of information, very inconsistent, no knowledge about our concern. They keep us waiting and hoping for nothing. We spent so much effort, time and dedication to make things things LEGALLY. If sibling us not consider as direct family member, they should tell us ahead of time. Its almost XXXX month. Nothing happens.
The last person which my sister spoke from Mr Cooper, name is XXXX, yesterday XX/XX/XXXX around XXXX, he said theres no way to gave loan assumption be approved and ge said the only way to do it is to Refinance This company dont know what theyre doing, no update, poor customer service.
STRESSFUL, DEPRECIATION and FRUSTRATION for wrong information to my sister XXXX XXXX
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05/01/2020 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
XXXX XXXX loan was opened in XX/XX/2018. Nationstar, XXXX Mr. Cooper was identified as the lender. I attempted to initiate an online XXXX account, however was unsuccessful. The company sent notification by mail to the residence address of monthly payment schedule.The letter indicated XXXX was aware of lendee difficulties in attempting to establish online accounts, and as a result no negative action would be taken against the borrower.
I was not in the residence until the XXXX week in XX/XX/2018. I began making monthly payments as of XX/XX/2018, and have continued making monthly on-time payments for the successive 20 months since without interruption or delay.
XXXX began placing negative credit history information within 60 days of late payments beginning XX/XX/2018 indicating the initial payment should have been made in XX/XX/2018, which was clearly negligent as the loan did not close until XXXX XXXX XXXX has denied the XX/XX/2018 reporting, however I have maintained records indicating the error.
I contacted CFPB then and initiated a complaint against Mr. Cooper regarding faulty record keeping, and CFBP initiated an action based on this complaint and numerous others against XXXX, which resulted in a significant fine purportedly paid by XXXX.
However, XXXX did not correct the record keeping and has continued to place late payment notifications on my credit file for the past 20 months as a result of an alleged late initial payment in XX/XX/2018. Over the past 6 months, XXXX has also begun levying late fees against my account, which now amount to over {$800.00}.
I am requesting CFPB 's assistance in pursuing the complaint against Nationstar/Mr. Cooper for failure to correct the ongoing record keeping error based on CFPB 's initial action against the company, and XXXX 's continued failure to correct its records, which has resulted in fraudulent credit reporting and attempts to collect late fees from me.
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06/01/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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We signed closing documents on XXXX, XXXX, 2021 with XXXX XXXX of XXXX XXXX, to refinance at a lower interest rate with only rolling up the closing costs into the new loan, no cash taken back with our existing mortgage company, Mr. Cooper ( Nationstar ). We were asked to make the XXXX payment on the original loan, which we did. Both the preliminary loan pay-off, which was good till XXXX XXXX ( attached ) and the XX/XX/XXXX signed disclosure ( attached ) both show the same loan pay-off ( {$150000.00} XXXX and amount due back to us of {$740.00}.
On XX/XX/2021 we received an e-mail from Mr. Cooper, with an updated and unsigned by us disclosure statement in which they increased the amount to pay off the existing mortgage to {$150000.00}, thus reducing the amount due back to us to {$460.00}, a difference of {$270.00}.
This is Mr. Cooper 's reply to my concern : " It appears either the title company or funding team inputted the incorrect payoff amount on the closing disclosure that you signed. ( Payoff listed was {$150000.00} ) This resulted in the funding team having to resend the post consummation cd showing the final numbers and payoff amount at {$150000.00}. The funding team did have to make the payoff adjustment in order to close out and payoff your current loan. '' This is definitely not the title company error, as they used the information supplied by Mr. Cooper. And when this was requested to be bumped up to someone of higher authority, name not remember, but out of XXXX, TX, he said " your signatures were not required because you were still getting money back. '' I have asked Mr. Cooper for a copy of the modified disclosure document, with no success, as it's online access is no longer available. I have attached a copy of the check received.
My complaint is two-fold, the pay-off amount was changed before Mr. Cooper 's quote expired and a new disclosure was filed and recorded with our signatures.
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03/10/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
I took Martgage Loan from XXXX XXXX XXXX ( XXXX ) in Feburary 2018. As per terms of of loan I should keep updated Insurance policy.Accordingly my contractor who is constructing the home took Certificate of Liability Insurance policy showing me as Insurance certificate holder. This policy was accepted by XXXX, the lender.
In XX/XX/2018, the company under the name of Mr.Cooper purchased the mortgage loan from XXXX on the SAME TERMS & CONDITIONS. Their Loan # is XXXX. Mr. Cooper asked me to submit DECLARATION PAGE for the Insurance Policy, which I provided.
Now they says that Mr. Cooper IS NOT REQUIRED TO ACCEPT the Insurance doucument as evidence of Insurance. They were claiming Insurance from me in their monthly bills even though they have the Insurance policy for the period. When I challenged them about this insurance amount they are charging ( Included in Escrow amount ) even though they have not purchased any Insurance policy on my behalf, they sent me a copy of insurance policy purchased on XX/XX/2018 BUT EFFECTIVE FROM XX/XX/18 ( BACK DATE ). Further this policy they purchaded in the name of privious lander ( XXXX ) without informing them or me. Previous lander never claimed any premium from me for this policy. Mr. Cooper claimed $ XXXX for this policy, After the house was completed I purchased Home Insurance policy for a yearly premium of $ XXXX for the year ( as against their charge of $ XXXX ) This policy has been accepted by them.
As They purchased my loan from previous lander ( XXXX ) ON THE SAME TERMS & CONDITIONS, which include Insurance Policy accepted by previous lander, they have no right to change the terms of contract.
It is requested to explain them to accept the previous policy & refund me the excess amount they charged. Their E-Mail address is XXXX OR XXXX. My loan account with Mr. cooper is XXXX, their postal address is Mr. Cooper, XXXX. XXXX XXXX, XXXX-TX-XXXX-XXXX XXXX XXXX
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12/11/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Trying to communicate with the company to fix an issue while managing or servicing your loan
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Web |
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Last summer I was notified that my mortgage loan was transferred to Mr Cooper. I set up an online account with the new servicer. When I went to make my mortgage payment I was notified that my loan had once again, been transferred, except this time it was to XXXX. I set up an account with XXXX and made my payment. They had trouble processing it, so I had to do it yet again. The next month, same thing happened, they had trouble processing my payment ( something about not all of my information made it over in the transfer process ) and charged me fees. My payments are deducted from my bank account and I never had trouble until these constant transfers. Finally, kicking and screaming I got that payment through and they promised to waive the fees, but still have not. I made my payment for XXXX ( XXXX payment since the transfers ) on XX/XX/XXXX and then noticed on the XXXX that it still had not been deducted from my checking. I logged into my mortgage account only to find out my loan is transferred again, and it is back to Mr Cooper.
For three days I desperately tried to get hold of someone at Mr Cooper. Their systems were down ( not encouraging, in a world of data in-security ). Now I can not, for the life of me, talk to a person. Their automated phone system is ridiculous and impossible to work through. Even their web chat is not allowing live people. When dialing the phone number they provided in their email to me, the bot answer is immediately " you have dialed the wrong number, call this one instead. '' when calling that number, I get stuck in an infinite loop of XXXX bots and circular inquiries.
My XXXX payment still has not gone through, my XXXX fees still have not been cleared, I have no idea who has my loan at this point, I can't talk to anyone, the emails they sent are so ridiculous they can be easily mistaken for phishing scams. How am I supposed to trust and work with this mortgage company?
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11/10/2018 |
Yes |
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- Struggling to pay mortgage
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Web |
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I have an FHA mortgage loan with Nationstar Mortgage and have been struggling with my payments due to a decline in income. I have attempted to obtain mortgage assistance from them, but their efforts on my requests have been a miserable failure on their part. Every time I would send in them the requested information, they would claim that they didnt receive it and then at other times they would say that the information was incomplete. However, I always sent them what they wanted. They have also never sent any written denials or written closures of my file. I was assigned a single point of contact, but he was unable to get the loss mitigation process completed. It has been six years of trying to deal with them and finally they set a sale date on my property. I was having financial difficulties, but was still current on my mortgage payments, when I initially contacted them for help. They said there was nothing they could do since I was not delinquent on my loan. They advised me to go late on some payments and that they would help me. Well, I did what they said and it has been a nightmare. I am now in foreclosure and they are going to take my home away. I believe that they saw that I have significant equity in my home and they are trying to take it away from me for their own profits. Their process and employees seem very confused and I can not get answers, but that has not stopped them from trying to sell my home. I can afford a reasonable payment, but they have completely shut the door on providing assistance. They should at least finish the review they started using my current financial circumstance to see if I qualify for a retention option, instead they are taking my home away through foreclosure. I get letters from them saying they will help, but when I call in to they never help. I have worked very hard to reestablish myself and deserve the right to have my mortgage reviewed for retention options.
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05/11/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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I received a call this week from another financial firm attempting to foreclose on my house while it's tied up in divorce court in XXXX ( since 2016 ), index XXXX. The debt is not mine- it belongs to XXXX XXXX XXXX XXXX who stopped paying his mortgage at the time of commencement of this divorce. He is in contempt of automatic orders. XXXX XXXX has at the same time paid his attorney XXXX XXXX over {$200000.00} to tell the court that he has no money and can not pay his mortgage. Therefore, he and his attorney have committed perjury.
Numerous accounts have been found in XXXX XXXX 's name that were not disclosed to the court when the misstatement was made about XXXX XXXX 's financial condition, to Judge XXXX XXXX.
I do not know why I am at risk of losing this asset, as I made the downpayment and am not on the note.
XXXX XXXX has been ordered by the court to pay his share of the mortgage, which is actually 100 %. The judge does not seem to be aware that XXXX XXXX is in contempt of automatic orders.
My downpayment was used to purchase this house, XXXX XXXX XXXX, and I had to pay XXXX XXXX twice to keep the house from being sold at auction during the divorce, despite the fact that XXXX XXXX refused to talk with me because I was " not on the mortgage ''.
I do not understand the law in the United States.
My attorney is confused by the new threat of foreclosure, as well.
His name is XXXX XXXX.
The attorney who stated that the house is in pre foreclosure currently is XXXX XXXX, XXXX.
XXXX XXXX made the following statements to me on the telephone yesterday : " The underlying debt is not paid.
The current holder of the mortgage is able to foreclosure.
They filed a complaint with the land court on friday. The divorce has no impact. Sale proceeds go to the borrower ( XXXX XXXX XXXX ), not to me.
The attorney said. Im not a borrower so she cant tell me anything.
The bank is Nationstar mortgage.
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01/16/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Mr Cooper mortgage company. I was behind on my mortgage 2 mos. I called to get the totals with late fees and got a increased amount to pay for XXXX and XX/XX/XXXX. I ask why was the mortgage so high what happen. I could not get any answers. I wanted to make payments but the online payment service was cancelled due to my late payments so I called again they took 1 payment of {$510.00} on XX/XX/XXXX and did not apply it to my loan but debited my checking account. They told me to call back and make another payment the next day. Which I did and they said you have to pay the full late with an escrow balance {$4900.00} My insurance had lapse and they attached an escrow account to my loan this took weeks for someone to tell me this. I paid {$2300.00} into the escrow acct on XX/XX/XXXX to clear this up. To this date XX/XX/XXXX. I have not been given the correct total to pay my loan current from XXXX, XXXX, XXXX, XX/XX/XXXX and XX/XX/XXXX I spoke to an agent every day. The agents are not given me correct information each time I call. I've ask for them to remove the escrow account they said it would take 24-48 hours to remove because they did receive the {$2300.00} on XX/XX/XXXX. This was not done. I spoke to an XXXX XXXX 2 mos. later she stated they could not remove the escrow account it took weeks to get this answer. On XX/XX/XXXX They sent a payment to my insurance company of {$920.00} XX/XX/XXXX when I sent Mr Cooper proof of my insurance. My insurance was paid in full by me on XX/XX/XXXX for {$970.00} now they are charging me for the escrow funds that was sent to my insurance company. This company is the worst and I don't understand why I cant get someone on the phone that could clear this up in one day. My house would be in foreclosure if I don't get help immediately. I would like to pay my loan payment up to date but not including the escrow account since I've paid it in full {$2300.00} on XX/XX/XXXX
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02/02/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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This mortgage company is doing fraud against my account. I have called several of times and argue with people who clearly see that they owe me a refund and that my payment is to be lowered..instead they try to talk in circles like I'm XXXX and raise my monthly payment. It's not time for ins and taxes to go up and they already raised me..I 'm fixed. I never wanted this company due to its reputation bit they bought my loan from the other mortgage company. I have spoke to repair who see it in system where it shows to come back to me and say they will fix and call bk no responses. I have had some to lie to me and say report to high dept. No calls. I asked for the calls to be pulled. No one has done that. But they want to keep my money. Then my investor approved me for the forgiveness payments due to covid. It's all to go to bk of loan..they even said it with company. Now when it's time now it's a different conversation. My investor has it clear to do so and then they lie and say no it dont do that. Then it's only half then it's no you have to pay that in a lump.some. your frwud is what it is. I did a program to lower my payment and did the application to help me. Yes help me and you want to keep the refund check because I did the help for covid. I needed the help. You dont pu ish us for the help. I will be filing a complaint with them as well to let them know what your company is doing to us. I owe nothing and if you do your job my payment will go bk to where it should be and I wouldn't be going thru this fXXXX Send me my money and fix my payment asap before due again and you owe the difference I had to make of the higher payment last month. Stop lying and holding our money because the government helped us. This just like you charge us for payment when we under plans now you fixed that. Fix my account. I been patient for to long and now something new.. I'm not going to keep getting taken advantage of
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01/26/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I purchased my home in XX/XX/XXXX and since that time have done about {$150000.00} in upgrades. After these upgrades were completed I contacted my mortgage company Mr. Cooper to ask them about having my home reappraised so I could have the {$120.00} a month PMI removed from the mortgage. At that time XXXX of XXXX, I was advised that I would need to speak to someone at the company to get that information. When I received a call from the Mr. Cooper rep all they tried to do was sell me on a refinance and cash out option and said that they would send me the contact information for the appraisal company that I am required to use. As per the company rep I am not allowed to use any other appraisal company and if I do the results will not be valid. I requested the contact information to call appraisal company and set up inspection, i did think this was a little weird as i work in the insurance industry and we have to give out at least three options for clients to get work completed, I didn't think the mortgage company requiring us to only use their appraisal company was legal, but requested the information, rep said he would email it, i never received the phone number so on XX/XX/XXXX I contacted the company again and asked for the contact number for the appraisal company they required i use, at that time they told me again a rep would need to talk to me and again an agent called me to refinance but did not provide the requested information. Then on XX/XX/XXXX and XX/XX/XXXX i reached out again to the company to request the information directly through my online portal with the company, supposed to be a direct email to the company, and they have still failed to give me the contact number for the appraisal company and i am now still paying for PMI when i no longer need it but can't get it removed as they wont provide me with the company contact information for the company they are telling me i have to use
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01/18/2023 |
Yes |
- Debt collection
- Mortgage debt
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- Written notification about debt
- Didn't receive enough information to verify debt
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Web |
Older American, Servicemember |
Nationstar was sued by CFPB for not allowing modifications and for taking trial payments and not honoring or completing and responding to the borrower or successor in interest ( according to reg X and Z as amended recently in XXXX ).
XXXX XXXX has a jugment that is NON COLLECTIBLE for many reasons the debt has been XXXX as of when it was issued with people who are not in title in XXXX. In XXXX ( see attached ) XXXX XXXX and XXXX XXXX were not in title to be able to encumber a property where they no longer have equity titltle. The title to XXXX XXXX was given in a special warranty deed to XXXX XXXX, who payed for her real estate contract for the pendency of the trial under the false pretenses that Natiostar is going to do a assumption/modification of the ORIGINAL XXXX XXXX as per the origivnal real estate contract. Now XXXX trying to foreclose IN COURT AND COLLECT IN COURT WITHOUT A HEARING FROM A XXXX XXXX XXXXXXXX YREAR OLD WOMAN ALL HER MONEY FOR 14 YEARS AND ATTEMPT TO TAKE HER HOUSE WITH LETTERS OF NOTICE OF SALE EVERY WEEK MAILINGS. You are makning us XXXX and I am so stressed that I had to XXXX XXXX XXXX XXXX and care for my mother now. She is harassed for a debt of another who made that debt with you on a second mortgage on XXXX WHAT makes you think you can foreclose a third person 's home for the debt that was made in XXXX in another person 's name and not even serve XXXX XXXX with a return of summons and a copy of teh NOTE YOU ARE REFERRING TO THAT IS A SECON LOAN. PROVE IT SEND THE NOTE TO THE PERSON YOU ARE TRYING TO COLLECT THE NOTE DO YOU THINK YOU ARE ABOVE THE LAW THE STATUTES OF NM REQUIRE THAT YOU HAVE A HEARING TO COLLECT XXXX XXXX XXXX FOR THE DEBT OF WHAT WE WERE TOLD ARE INVESTORS IN FLORIDA WHO HAVE ALREADY BOUGHT ANOTHER OTHER PROPERTY IN XXXX XXXX THE STATUTES OF NM SPELL YOU HAVE TO FORECLOSE WITH A HEARING ESPECIALLY WHEN THERE IS A DEED. YOU CAN NOT GO OVER STATUTE
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05/13/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Refinanced my home in late XXXX through XXXX XXXX, and generally had a very positive experience. My previous mortgage was being paid via electronic transfer every two weeks. We asked for this same protocol of biweekly automatic payments from XXXX, and that was agreed to, at no additional charge.
In XX/XX/XXXX, XXXX wrote to inform us that that they had sold or re-assigned our loan to " Mr. Cooper ''. We were prepared for this, as it was a condition of the XXXX refinance and we have experienced it before with other refinancing transactions.
What we were NOT prepared for, and what we are seeking assistance on from the CFPB, is that Mr. Cooper is seeking to charge us a fee in order to continue biweekly payments on the mortgage, which we estimate will cost nearly {$900.00} over the life of the loan. By continuing to pay biweekly ( rather than monthly, the default with Mr. Cooper ), we expect to save over {$5100.00}.
On the FAQ from XXXX, it says the following : " Can the new servicer change my loan terms, due dates, or grace period? Your loan terms will remain the same.
Both XXXX and Mr. Cooper say that biweekly is a " payment option '', not a term for the loan. But how can the " same loan '' originated at XXXX cost me nearly {$6000.00} more if I opt for the no fee payment option? And how can the biweekly payment option that was foundational to my XXXX XXXX cost me extra to continue.
Stated differently, Mr. Cooper is charging me nearly 20 % ( ~ {$900.00} ) of the savings ( ~ {$5100.00} ) that I rightfully expected, based on my original deal with XXXX to accept payments on a biweekly rather than a monthly basis.
Surely I am not the only consumer facing this unfair and predatory treatment. If CFPB is not working on this issue, it should be. If you have the power to make Mr. Cooper drop their {$65.00} annual fee to make bimonthly payments, you should apply that power NOW, in this case.
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05/08/2019 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Information is missing that should be on the report
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Web |
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My mortgage Company Nationstar/Mr. Cooper stopped reporting my mortgage to the 3 credit reporting agencies about 5 years ago. I was unaware of this until XXXX of XXXX. Upon seeing this I immediately contacted them to have this issue corrected, which to date has not been done, I XXXX of this year I spent several hours on the phone with Mr. Cooper ( that's what they are calling them selves now ) telling me that the credit reporting agencies made the request that they stop reporting, and told me that I need to send them Mr. Cooper a letter requesting that my mortgage be reported. I did this on XX/XX/XXXX. Finding this scenario a little odd I called XXXX, XXXX and XXXX and inquired why they would request that Mr. Cooper stop reporting my mortgage, and surprise, surprise it was Mr. Cooper that made the request. I received a letter from Mr. Cooper stating that a request was sent to the 3 reporting agencies asking them to add it back to the tradeline. Well as of today XXXX XXXX this has not been done. I know this because I called all 3 and none of them have any request regarding the adding of my mortgage, they all have told me that I had a mortgage reported at on time but Nationstar requested it be dropped. I then spent another hour and a half om the phone with Mr. Cooper only to be told that 1 I needed to ask the reporting agencies to request it be added ( which I know is incorrect because I asked them to contact Mr. Cooper and was told in no uncertain terms that's not the way it works ), then was told no I was wrong the request was sent, despite the fact I now know it wasn't. Then was told it would have to go back to research to find out what the problem is, and that could take 30 to 60 days, and this was told to me by the escalation department. I do not understand why when I know that according to FRCA that they are required to report this why I am having to fight to get this done, Please help.
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08/07/2020 |
Yes |
- Mortgage
- Other type of mortgage
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- Struggling to pay mortgage
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Web |
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My mortgage provider is Mr. Cooper aka Nationstar Mortgage. I spoke to them in XXXX regarding a Forbearance plan and was given their traditional forbearance option which requires full repayment at the end of the forbearance period ; Several weeks later, I received a letter stating that my loan was Federally backed which also indicated that my options would be different vs. a traditional non federally backed forbearance plan. When I asked to switch to the FHA backed forbearance I was told that at the end of their plan they would switch me to FHA ... if my forebearance was extended which was yesterday and again, it was not switched to the FHA plan. Fortunately, I was able to make my payments but currently struggling to make my XXXX and XXXX payments. Yet, I am being consistently told as current as yesterday, XX/XX/XXXX, that FHA backed forbearance plans function No differently from the rest of the forbearance plans, ( but it is clearly different to me ) and that I will need to pay the late payments back at the end of the Forebearance period or if I qualify their XXXX be other options. I was also told that my response to Mr Cooper when asked, Why are you now able to make the payments if I end the forebearance or at its end will determine what kind of options I am given??? This makes no sense and does Not follow the Script that Mortgage Companies are to follow for Government backed mortgages such as mine, ( XXXX XXXX ). As a matter of fact, Mr. Cooper Never even informed me that my mortgage was FHA ... I had to tell them after they stated to me that their traditional forbearance which requires full payment at the end and they still refused as of yesterday XX/XX/XXXX to extend my plan following FHA guidelines. I do not believe or trust Mr. Cooper ... this is the third person I spoke to on XX/XX/XXXX, and have received different misleading information from all of them?????? Who do you believe!!!
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08/15/2019 |
Yes |
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- Trouble during payment process
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Web |
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I bought my first house in XX/XX/XXXX and my mortgage company went thru XXXX, my first payment was XX/XX/XXXX. I got with my bank and they began having my mortgage payments drafted from my bank account beginning in XX/XX/XXXX twice a month. Everything ran smoothly until XXXX of XXXX when XXXX transferred my loan to Mr. Cooper. Being a first time home owner my bank continued to draft my payments to XXXX until Mr. Cooper sent me a letter stating my past due balance, I emailed Mr. Cooper and XXXX ( researchincoming - Mr. Cooper & XXXX XXXX in XXXX of the payments made showing that my loan was current and XXXX needed to transfer my payments to Mr. Cooper, I spoke with XXXX several times trying to get my payments transferred. In XX/XX/XXXX I had to pay {$2000.00} the loan payments I had already paid for to keep from foreclosure. Finally in XXXX they credited my account and I didn't need to make a payment until XX/XX/XXXX. I had already paid {$670.00} on XXXX which was put into Unapplied Funds with Mr. Cooper and completed my XXXX fee of {$670.00} on XX/XX/XXXX. I also made a payment of {$330.00} on XXXX. I have made a payments to keep my loan current but since my payments are partial payments they continue to keep them in Unapplied Loans and continue to send me letters and threaten late fees. I have called them several times but they insist since they are partial payments they will not move them to my balance. I am a single parent who has suffered health issues and I pay my dues timely. I am unable to speak with a representative from Mr. Cooper any longer due to my health and the fact they do not listen. Mr. Cooper states I owe {$1600.00} for XXXX and that exact dollar amount is in Unapplied Funds. I am unable to pay my mortgage at this time in 1 payment, I will continue to pay 2 monthly installments like I always have.
Also, I didn't receive a letter from XXXX for resolution until XX/XX/XXXX
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12/12/2022 |
Yes |
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Web |
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I closed on my loan in XXXX. XXXX Mr. Cooper stated the title company shorted them on the payoff. They said for this reason they returned the wire funds back to the title company. I had a call with the title company and Mr Cooper on XX/XX/XXXX and we stated we could send them the difference for the shortage. They said no and that they had already returned the wire. To date the title company has not received the wire back. Every day they receive a call and say the same they will have to escalate and that there is a XXXXXXXX XXXX turn around. This have been going on for XXXX XXXX They continue to draw interest on the funds and this is also impacting my XXXX XXXX, even though I have the proof of closing on my loan. They have not even provided the ID number for the wire so it can be traced. I am tired of their excuses. Additional call log from XXXX XXXX XXXX wire was sent on XX/XX/XXXX to pay off loan. Taxes and XXXX were disbursed, leaving the payoff short {$10000.00}. XXXX has funds since XXXX to send to Mr. Cooper but they advised wire was sent back already so shortage could not be sent in. Mr. Cooper states wire was returned on XX/XX/XXXX but no record in our bank shows this wire coming back.
XXXX to XXXX to look into issue-was advised no info could be provided an ETA of XXXX XXXX to look XXXX where the initial wire of {$290000.00} was as we have not received back yet.
XXXX back and was advise answer could not be given-no XXXX provided- another client escalation put XXXX for XXXX of XXXX XXXX to provide XXXX XXXXXXXX number to locate wire XXXX called back, spoke to XXXX, could not provide another as it XXXX take XXXX XXXX XXXX they advised.
XXXX to XXXX at Mr. Cooper XXXX what the XXXX is. No update, they escalated to XXXX who was supposed to call us back, no call back.
XXXX another client escalation would need to be put in to locate federal reference number from bank to locate wire.
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11/28/2022 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
In XX/XX/2022 the servicer paid my insurance premium twice. At the end of XXXX, I contacted both the servicer, Nationstar Mortgage d/b/a Mr Cooper, and insurer to correct the problem. The insurer immediately issued and refund to the servicer. The servicer never posted the refund to my account. In XXXX I was notified of a significant shortage in my escrow account that would result in a significant increase in my mortgage payment. I immediately called the servicer. After over 45 minutes on the phone, I was assured that 1 ) the servicer would work to resolve the issue that caused the shortfall and 2 ) my mortgage payment would not increase until it was resolved. On XX/XX/XXXX the servicer deducted the higher mortgage payment from my checking account. I immediately called the servicer. After over an hour and a half on the phone, I ended up speaking with XXXX who was presented to me as an escalation specialist. XXXX asked me to participate in a 3-way conversation with the insurer. The insurer told us that they would stop payment on the previous check and issue a new one made payable to me. XXXX told me that I would need to deposit the check into my checking account and then submit a payment to my escrow account. At that time the servicer would reanalyze the escrow account and update the payment amount. She would then process the XXXX payment. XXXX told me that she would follow up with me on Tuesday, XX/XX/XXXX to see if I had received the check from the insurer. She did not call. I received the check on the XXXX of XXXX and posted it to Mr. Cooper on the XXXX. I attempted to reach XXXX to let her know. She did not answer the phone and her voicemail box is full. Today is the XXXX of XXXX : The servicer has not reanalyzed my escrow and has not processed my XXXX payment, and shows a XXXX payment in the higher mortgage amount scheduled to come out on the XXXX. XXXX 's voicemail box is still full.
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04/25/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Incorrect information on your report
- Account status incorrect
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Web |
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Mr. Cooper Mortgage XXXX XXXX XXXX XXXX, TX XXXX Complaint Department XXXX
XX/XX/2021 Subject : Mortgage Lender Complaint : Mr. Cooper.
I had a 1st and 2nd Mortgage with Mr. Cooper. I had a mortgage with this company for over ( 15 ) fifteen years in which I never had one late payment. The problem came when I received a notice stating that my balloon payment on my 2nd mortgage was coming due. I called up Mr. Cooper that same day to start the process to refinance the 2nd mortgage. I sent them all the docs required as well as a financial statement. This process with all the information literally took them months to process. In the meanwhile I was served with a foreclosure notice for non-payment on the 2nd mortgage. Bare in mind I was continually paying my 1st mortgage on time and offered to continue to pay on the second. The processor I was dealing with told me not to worry about it that they were close to finishing the process. Month after month of continual follow up to Mr. Cooper I was assured that they would have this issued settled and it would not be reported to the credit report agency. I started researching my credit reports and my credit took a large hit due to them reporting to the credit agency. Once it showed up on the report Mr. Cooper called me and told me they couldnt renew my mortgage because my credit score went down and I didnt qualify. Although its hard to prove intent I strongly believe they were holding off closing on purpose so they could take my home from me. These situations are not uncommon with Banks and lending institutions. Its all about the money. I ended up selling my house so they werent able to foreclose in which I have told them time and time again to take the negative report off my Credit reporting agency. To this day they have not. This whole issue is not a fair practice of lenders such as Mr. Cooper and all I ask is take it off my report.
Sincerely
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11/07/2021 |
Yes |
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- Trouble during payment process
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Web |
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My loan was under XXXX where I had ZERO issues. I had requested a forbearance due to COVID. Back in XXXX of 2021, I contacted XXXX to get out of forbearance and back on paying my mortgage. I selected the option to place the amount deferred to the end of the loan. I completed all the paperwork they sent me and XXXX them back on the XXXX of XXXX.
Days after I, received notification that Mr. Cooper was now going to be servicing the loan. I set up my online account and contacted them regarding the forbearance and when I could make my first payment. I was instructed they were honoring the paperwork from XXXX so I didn't have to worry about filing new paperwork. I went weeks before they could even tell me anything on my account with the switch. Then they tell me it will be fine and that it has been approved, yet my account still says I owe $ XXXX. My online account even says I am not allowed to make payments at this time. When I called about it two weeks ago they tell me it was sent to accounting to be paid. Still it reflect the $ XXXX balance. When I called the other day, I was told that I would have a payment until XXXX but I asked what happened to the XXXX payment the paperwork said I had to make. The guy said he saw nothing about XXXX, then he reviewed the paperwork and said oh, yeah I see it does show you are 30 days late.
I have been calling them and being told a supervisor would call me back and nothing. They are trying to make me several months late, so it gives me more problems when trying to get back on track. As they are a debt collector as well this does not surprise me. They are trying to steal more money from me from their lack of response and work.
No one there can tell me anything and I would prefer a different servicer on my mortgage. Mr. Cooper should lose it license to service mortgages as they lie to the customer to get them off the phone and do not return calls.
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07/06/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
Servicemember |
I refianced my house with my mortgage company, Mr. Cooper/Nationstar to take advantage of a lower interest rate. Several weeks after closing, I was sent a check on XX/XX/2020, for XXXX. I deposited the check and several days later I noticed, on my bank statement, that the check was stopped and I was fined {$10.00} from my bank for a stopped check. I called Mr. Cooper and spoke to XXXX XXXX ( phone number XXXX ), who seemed as perplexed as I was, that XXXX ) I was mailed a check with no explanation and 2 ) why it would be stopped without explanation from Mr. Cooper. She promised she would find answers and said, at the very least would refund me the {$10.00} fee. After reviewing my account, while I waited on the phone, she was unable to provide any answers. She said she would look into it further and return my call the following week. As of Wednesday the following week, she hadn't called back so I called her and XXXX told me the check was an error and the money went to closing costs. Considering I already paid {$15000.00} in closing costs, I find this difficult to believe so I requested a detailed explanation as to how this error could occur. She said she would have someone, who was more knowledegable in this area, return my call within 48 hours. No one called. I then called XXXX again on XX/XX/XXXX, got hung up on and when I called back, got her voicemail saying it is not accepting messages. So I then went through the whole process again to get answers and spoke with XXXX ( phone number XXXX ). She too, said someone would call me with an explanation within 48 hours and no one did. My last attempt was when I called XXXX on Friday, XX/XX/XXXX and left a message requesting a return call. As of today, XX/XX/XXXX, she has not. I am frustrated that no one can articulate to me why and how this happened with documented evidence. I have been getting the run around from employess for 2 months.
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04/30/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I am disputing Nationstar 's refusal to failure to credit my full payment to my mortgage loan account of {XXXX} XXXX as of the date of receipt of XX/XX/XXXX and refusal to apply an accepted payment of {$170000.00} required by my mortgage or apply the payment in the specified order of interest, principal, escrow, or other charges under the terms of the mortgage loan and applicable law, as seen in the attached account history dated XX/XX/XXXX, first noticed to Nationstar XX/XX/XXXX and then XX/XX/XXXX.
Nationstar only reflects in lines 78, 95 and 96 it received {$160000.00} from me that reflects inaccurate claims by Nationstar to the CRA 's that I am paying under a partial payment agreement, made a partial payment or that I am currently 180+ days past due at XXXX as of XX/XX/XXXX.
Nationstar has obtained a court order under the same note and mortgage for attorney 's fees, while refusing to comply with the same contracts material terms and is seeking to damage me for {$25000.00} not allowed under the contract while remaining in breach of the note and mortgage.
As well, the above stated refusals to comply with the note in section 3a and the mortgage, Nationstar is utilizing the misleading inaccurate account information in my mortgage loan 's account history to report that as of XX/XX/XXXX, I became 180+ days past due after becoming current on my loan, paying my XX/XX/XXXX payment as current, and paying off the loan 's balance in full XX/XX/XXXX.
XX/XX/XXXX, I emailed and faxed Nationstar 's Counsel a last dispute claiming these exact matters and am hoping this will resolve all currently ongoing breach of contract claims that are causing inaccurate credit reporting by Nationstar to the CRA 's repeatedly as I have documented from XX/XX/XXXX to current date.
Nationstar 's Counsel failed to deliver any response to me regarding my credit reporting complaint on or after XX/XX/XXXX.
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01/25/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My mortgage company was sold to Mr.Cooper dba Nationstar Mtg. Mr.Cooper took almost sixty days to bring my account current, and this was only after I submitted a complaint to the CEO of Mr.Cooper Mr. XXXX XXXX. Because Mr.Cooper was harassing me for a payment that was made to my previous mortgage company that had submitted my last payment, tracking #, etc. all documented, I made an additional payment from savings to keep my account current, because I did not want negative impact to my credit when the sixty days transfer grace period expired. Mr.Cooper then reversed my extra payment, not allowing me to make an early payment, Mr. Cooper also took the monies I sent is as extra funds to be applied to my account 's principal balance and designated them as " unapplied funds. '' Next, Mr.Cooper decided to take those extra monies from me and label them as " fees '' with no explanation as to why the precise amount I sent in to be applied as extra principal had become " fees. '' Mr.Cooper is able to charge the customers as much interest as possible by applying payments made on time on later dates, thereby allowing interest to accrue in favor of Mr.Cooper. Mr.Cooper is not allowing customers to apply additional funds to the principal, and has stolen them from the customer, charging them as " fees. '' Mr.Cooper also has no problem harassing customers on a daily basis via email, phone calls and letters even though the customer has not missed a single payment, has not sent in a late payment, etc. When calls were made, Mr.Cooper employees mention " don't worry about this, it will be taken care of within the sixty days, '' yet Mr.Cooper continues to harass customers. I seriously suspect that Mr.Cooper is looking to gain from customers ' funds by not applying payments in a timely manner, and by taking fees from customers ' accounts. I have never had such a negative concept of any mortgage company.
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09/28/2022 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
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Web |
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Dear CFPB : On XX/XX/2022 I filed a formal Complaint with HUD in connection with a XXXX XXXX, XXXX state court litigation where I discovered XXXX XXXX and their loan servicer Nationstar concealed evidence between XXXX, including Texas Constitution documents and infirmities with my loan which according to Texas Supreme Court XXXXuthority , rendered my loan void, invalid and foreclosure ineligible at origination.
More importantly, the HUD Settlement Statement provided undisputed evidence I was illegally charged closing costs in excess of Texas Constitution 3 % of principle limits. As a XXXX minority, I was required to pay more than {$10000.00} for closing costs on a home equity loan when I should have paid no more than {$2800.00}. The {$10000.00} closing costs included my agreement with the lender to make exterior repairs approved by the lender to obtain the loan.
I also filed a complaint with the State of Texas Auditor to place them on notice that state courts are using state funds to render opinions in violation of the Texas Constitution.
During previous litigations where I incurred attorney fees of close to {$200000.00}, XXXX XXXX and their loan servicer Nationstar concealed the infirmities with my home equity loan which they knew that pursuant to the Texas Constitution, was invalid, void and foreclosure ineligible at origination.
In the current litigation, XXXX XXXX and Nationstar defended their illegal acts to charge excessive loan closing costs on Texas Home Equity loans and refused in writing, to comply with Texas Constitution cure provisions to correct the loan infirmities.
I recently filed at the Fourth Court of Appeals, an Amended Motion For Rehearing and Rehearing XXXX XXXX to correct the egregious errors with the Court Opinion that conflict with the Texas Constitution.
I am attaching my HUD Complaint letter and exhibits attached to support my allegations.
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09/13/2022 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
Hello CFPB, We were under XXXX forbearance with our previous loan servicing company ( XXXX Bank XXXX for 12 months from XX/XX/XXXX thru XX/XX/XXXX and then we called XXXX Bank XXXX XX/XX/XXXX to advise them that we were ready as of XX/XX/XXXX to resume making our mortgage payments and we would like to apply for a loan modification and partial claim on our loan and it was approved and was filed with the Florida XXXX XXXX XXXX XXXX Courts and recorded on XX/XX/XXXX. Shortly after the partial claim was filed and recorded at the local county office, we were advised that our current loan would be sold to a new servicer ( Lakeview Subserviced by Mr. Cooper ) and that everything that was previously done by XXXX Bank would be transferred over to Lakeview on XX/XX/XXXX. Needless to say, since day 1 with this new servicer it's been a total nightmare in trying to get our mortgage loan back to " current status '' so that we may continue making our monthly payments and put this episode of our lives behind us. We have been patiently waiting since the loan transfer in XX/XX/XXXX for this issue to be swiftly handled and resolved by Lakeview but every time we call them on the phone all we get is a different story including they are " still working on the loan modification '' even though the partial claim has already been recorded in the county clerk of courts, we also received a phone call from Lakeview on XX/XX/XXXX to congratulate and tell us that our loan had been submitted for " booking '' and that by XX/XX/XXXX the loan would be back to current status whenever we logged on to their website so we could start making payments again, this did not and hasn't happened yet and we are still desperately waiting on Lakeview so we may continue with our lives. At this point we are even afraid of Lakeview being up to something and us losing our home. CFPB, can you please help us out with this issue asap.
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03/22/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Our original Mortgage was with XXXX XXXX Mortgage. In XX/XX/XXXX, we learned our loan was sold to Nationstar/Mr. Cooper. We sent our XXXX payment to Nationstar. We have confirmation from our bank that Nationstar cashed the check. We have confirmation from XXXX XXXX Mortgage, they never received the XXXX payment. I have been dealing with Nationstar since XX/XX/XXXX. I have XXXX email correspondences with this company and no one seems to be able to find out where our missing payment is. We are XXXX month behind in paying our mortgage because we are fearful if we pay up, they will never locate our initial payment and we will be our {$2700.00}. What appears to have happened is they misplaced or applied our check to another account by mistake, so they applied our XXXX payment to XXXX, our XXXX payment to XXXX, Our XXXX payment to XXXX. So it looks as if we are XXXX month behind and did not pay our XXXX statement. However, if properly applied we would be up to date. They have waived all late fees since XXXX when we first started this journey, but I get calls weekly from Nationstar 's Debt Collection agency.
In my correspondence to Mr. Cooper/Nationstar, I have asked them to flag our account for review and early on was concerned about adverse credit reporting requesting that a notation be made so that our credit would not be adversely affected.
Since XXXX, I have received frequent automated calls from Nationstar for debt collection, and my credit file has been flagged for late payment. On XXXX occasions, once after a XXXX and XXXX hold time, I spoke with a customer service representative who tried to channel me to the missing money research department, however, the robocall for debt collection continues to harass me. We want to get out of this mortgage and move to a more reputable company, but do not want to be out of our payment. Please help! Thank you for your time with this matter!
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08/12/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Nationstar mortgage aka Mr. Cooper was my mortgage loan servicer until they sold my Mortgage and transferred servicing to XXXX XXXX XXXX XXXX in XXXX 2018.
Nation star has previously removed this 30 day late from one of the three bureaus as was requested over a year ago but for some unknown reason they are being obstinant about removing this very same 30 day late from the remaining XXXX or XXXX XXXX bureau that still shows it as a derogatory 30 day late.
this payment was never 30 days late it was paid to nation star during the time of the transfer and they did not log it properly and I was told they did not log it properly and forward it to the new lender servicer per protocol I was furthermore told that they could not legally report any late payments to any bureau as the consumer By law when a mortgage loan is being transferred for 60 days there can be no late charges or late reported because of the confusion that often occurs with the transfer and sale.
nationstar, on a phone call sometime in XX/XX/2018 confirmed receipt of payment and said not to worry, they could not legally report lates to the bureaus - she said consumers are protected by law against that happening during time of a mortgage loan transfer for 60 days before and even 60 days after transfer, the new lender could not report any lates either.
i have asked XXXX and/or XXXX to investigate the incorrect reporting but nationstar without properly investigating the Details just sends boilerplate response with no explanation and not correcting their error - remove the 30 day late reported in error.
Nationstar is not properly investigating this sale and transfer of my mortgage during fall of XXXX because if they had they would have already deleted the 30 day late that is being reported erroneously and i would not be forced to ask the CFPB to step in at this point to get them to fix their error once and for all.
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03/06/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I went to pay my house payment last month and found that Mr Cooper/ Nationstar raised my house payment over {$600.00} per month. Loan # XXXX I immediately call Mr cooper to find out what was going on. I was told that my taxes went up and there was not enough money in the escrow account to pay the taxes.
I knew this was not true as I just filed my taxes and my taxes had only gone up by around {$160.00} per year total.
I told them that and they argued with me and declined to get me to someone that I could talk to about this.
After looking into this more, what I found is that when Mr cooper put my loan together they did not include one of the tax lots that my property is on.
I know that they knew about the extra tax lot because they were trying to get a better loan to value on the property by using the lot in the appraisal but couldn't.
They also had several years of my tax records before they would process the loan.
Here is what I know happened. I only was getting the load to pay off some credit card dept that I occurred to remodel the property. I told the loan officer XXXX XXXX that I did not want my payments to be higher than what I was paying at the time.
She assured me that they would only be a few dollars more than what I was paying at the time.
Also after they told me the loan was approved and there would be enough money to pay off what I wanted to they came back to me and said that they had to raise the interest rate so that the loan would qualify.
That did not set well with me but I did it because the rate although higher than I had been quoted by other companies was not much higher and I did not want to go through the whole process again with another company.
Bottom line is that I just can not afford to pay an extra {$600.00} plus a month on my house payment. This because Mr Cooper did not do there job when putting the loan together.
I hope that you can help.
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03/07/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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|
Web |
Older American, Servicemember |
XXXX Mr Cooper notified me that payment was late. Spoke to representative and was able to prove that Mr Cooper recd the payment and cashed the check. Told it would be resolved immediately.
XX/XX/XXXX -not resolved Mr Cooper added a late payment charge. Recd a check for {$1400.00} from Mr Cooper stating it was an overage in the escrow acct. Called and spoke with Mr. Cooper, they stated it was a mistake and would cancel the check and return the {$1400.00} to the escrow acct.
12/18/21-not resolved. Spoke to manager. She asked for me to be patient until XX/XX/XXXX XXXX-spoke with manager was told problem was resolved and {$1400.00} returned to escrow acct. Based on that, I made an ACH transfer for XX/XX/XXXX payment.
XXXX-I refinanced my mortgage with another company as this was now the 3rd time Mr. Cooper had messed up my payments and escrow acct. Mr. Cooper received payment in full on XX/XX/XXXX. Mr. Cooper congratulated me on the payoff and advised that they would not be sending the escrow money to XXXX to pay the XX/XX/XXXX statement. I should have received that money back as I had to pay XXXX directly.
XXXX-received a check from Mr. Cooper for {$320.00} for reimbursement of escrow. The amount should have been {$1800.00}.
XXXXI wrote to Mr Cooper 's Account Services Team as instructed by a Mr. Cooper chat employee. I submitted proof of all of the XXXX mortgage payments, and proof they did not pay XXXX. Said I would have a response in 7-10 days.
XXXX-I received an email stating that they could take up to 30 days to respond, however, they reserved the opportunity to extend another 15 days after the 30.
I have now been talking, emailing and providing info to Mr. Cooper since XX/XX/XXXX and it still is unresolved. As of XX/XX/XXXX, I have not received the {$1400.00} reimbursement from my escrow account with Mr. Cooper. I have no confidence that Mr. Cooper is resolving this.
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10/19/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Our mortgage is serviced by Nationstar Mortgage Holdings Inc ( XXXX " Mr Cooper '' ).
I have made four recent payments to Mr Cooper, through their web site. Each of these payments were specifically made as " Additional Principle ''. Each of the four payments were made in alignment with Mr Cooper 's timing request ( i.e. at least 24 hours after an automatic monthly payment ). Our loan have never been late, and in fact we are trying to pay it off early with these additional principle payments.
Complaint : each of the four payments were misapplied by Mr Cooper. In each instance, the company chose to prepay our next regular monthly mortgage payment ( with its mix of interest and principle ) and then applied the remainder to 'additional principle '. In each case I needed to call Mr Cooper to request that they fix the error. In the most recent case, I needed to call twice because the promised fix to the application of the funds was not done after the first call. Each Mr Cooper customer service rep on the phone apologized for the misapplication of the payment, and said it would not happen again.
I kept a screen print from the Mc Cooper website of the most recent of the four " additional principle '' payment, with the expectation that it would be misapplied. It was misapplied and I attach that screen print below.
I believe that Mr Cooper systematically misapplies " additional principle '' payments across its portfolio of serviced loans. If this is true, Mr Cooper is defrauding the mortgage holders who make these payments, by charging interest on the portion of the " additional principle '' payment, which is credited to " interest '' as opposed to " principle ''.
The four " additional principle '' payments payments made to my mortgage, each of which was misapplied, were : {$5000.00} on XX/XX/2021 {$3300.00} on XX/XX/2021 {$15000.00} on XX/XX/2021 {$2000.00} on XX/XX/2021 2021
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08/12/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I am an authorized third party, representing borrower XXXX XXXX, owners of XXXX XXXX XXXX, XXXX, Illinois XXXX. I am mediating a short sale, under the supervision of attorney XXXX XXXX, for Mr. Cooper serviced mortgage. As part of my work advocating for the XXXX family, I made Mr. Cooper aware the property was in poor condition and for best valuation data, we were requesting an interior appraisal be performed to best ascertain property value. I have made 4 requests for a copy of the valuation report : XX/XX/2021, XX/XX/2021, XX/XX/2021, XX/XX/2021, with the last 3 requests asserting Ms. XXXX 's right to the appraisal, providing a copy of the regulation to each entity - in particular ; BUREAU OF CONSUMER FINANCIAL PROTECTION 12 CFR Part 1002 [ Docket No. XXXX ] RIN XXXX Disclosure and Delivery Requirements for Copies of Appraisals and Other Written Valuations Under the Equal Credit Opportunity Act ( Regulation B. ) I pointed both Mr. Cooper and XXXX 's employees to pages 2, 23-24 and 27, which specifically address the responsibility of servicer to give loss mitigation borrowers a copy of their valuation reports. On XX/XX/2021, Mr. Coopers rep reported management decided short sales borrowers were excluded from the regulation, even though I specifically highlighted the findings on page 27 of the regulation stating otherwise. To date, I still do not have a copy of the valuation report. I believe Mr. Cooper is withholding the valuation report because they know it is a flawed report and to attempt to exhort more money from buyer at risk to Ms. XXXX family of losing a true fair market value offer for their property.
XXXX This is the second time I have had to file this exact complaint against Mr. Cooper. The last ( # XXXX ) resulted in Mr. Cooper complying. Because of this fact, I am asking for more strict penalty against Mr. Cooper for their persistent disregard for the regulation.
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01/10/2023 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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During the pandemic i took advantage of the forbearance due to my husband bring out of work. The forbearance ended XX/XX/2022. I contacted Mr Cooper to discuss next steps, I agreed to have the owed amount placed at the end of the loan. I was told I'd automatically be approved and wait for the paperwork. I received the paperwork but realized it still was in my maiden name and the notary would not allow me to sign. I contacted Mr Cooper on XX/XX/2022 and started the process of changing my name. I sent all documents and was told it could take us to 30 days. I kept following up and in XXXX was told they needed additional information which I sent same day. I finally received the paperwork XX/XX/XXXX and scheduled a notary with Mr Cooper. The notary never showed up so I had the notary done in town and overnighted. I didn't sign both maiden and married name so it was rejected. New paperwork was issued and I had it signed and overnighted. This was at the end of XXXX. I've tried making payments but this whole time was told I couldn't until the paperwork was processed. Finally I spoke with XXXX XXXX who has been following up weekly. She told me she'd escalate the request and also scheduled my 4 months of payments which would make me current. The payments were supposed to be pulled by XX/XX/XXXX. I advised this was not done she stated they switched payment vendors and would make sure it was pulled. As of today no payments have been taken and my modification was rejected again even though XXXX stated there were no issues and she'd escalate to her manager. I'm not in default with no updates besides multiple reps looking into it. I have the funds to cover XXXX through XXXX but Mr Cooper has not taken the payments even though I have the email confirmations and my loan modification still isn't completed. I'm sure I'll be contacting about foreclose proceedings soon and don't know what to do.
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01/28/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
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On XX/XX/XXXX I came off my forbearance plan with Mr Cooper mortgage in which I made all of my payments on at the end. My husband got a new job due to Covid and his pay date is now once a month and paid on the XXXX of each month. The problem we were left with was the due date is the XXXX ( 6-7 days before my husbands check ) each month. I discussed this with forbearance department and we discussed options like modification and putting the amount at end of loan as I junior lien, or a payback plan for what was needed etc,, I was transferred to someone in forbearance department whose name was XXXX who told me about a new option Mr Cooper was offering customers that just started. She said I was able to make my monthly payment at any time throughout the month for the next 12 months and not receive any late fees. I said that was wonderful and would be a great solution for me and I already started paying more to put in suspense/unapplied funds to total the monthly amount due and could just continue doing that over the next year or until I reach a full extra payment since the due date can not be changed to jump ahead. I made my payment in XXXX, XXXX and XXXX only to find a late fee on my account in XXXX. When I called MR Cooper to question the late fees, I was told there is no such assistance available and I was told incorrect information. A escalation department pulled the call and verified what I am saying was accurate but is not holding to what I was told by MR Cooper on that call XXXX. This is not acceptable as I had monthly budgets surrounding over paying monthly t o reach one full payment in suspense /unapplied funds account to jump ahead a month to pay by the XXXX. This is not fair treatment to me as a customer especially on a FHA loan. I need better assistance and accountability from Mr Cooper to assist after being told false information and late fees charged by the mortgage
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01/11/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
|
Our Mortgage was with XXXX and transferred over to Mr. Cooper in XXXX of 2021.
This issue started with XXXX Mortgage company ( who we previously filed a complaint with CFPB ) and has transferred over to Mr. Cooper.
Mr Cooper is reporting to the credit bureau that I have 4 late payments which is incorrect. My wife has spent countless hours and months trying to fix the issue that was initiated with XXXX Mortgage company, they showed our payments being made but that the funds were sitting in a " Suspense account ''. and my wife was informed by XXXX Mortgage that they issue will be fixed and resolved by XX/XX/2021. Now we are dealing with Mr. Cooper who has reported my mortgage with 4 lates and we are paying back payments which is incorrect.
We spoke with XXXX XXXX in Mr. Coopers Escalations team but he has not responded to us. We received a notice in the mail on our case and were informed that XXXX XXXX is our dedicated contact person and then received another notification that XXXX XXXX will be our contact person at Mr. Cooper. We have tried to reach out to all 3 parties via phone and email with Mr. Cooper and provided them proof of our mortgage payments with a thorough explanation of the history and of events and we still have not heard back from anyone. In the meantime, my credit has been impacted significantly and I was unable to refinance my mortgage to get a lower rate and payment. I am asking for your helps with this devastating issue to get resolved. Mr. Cooper is showing me behind in payments in the amount of {$5800.00} and that is not correct, those funds were the funds that were sitting in " Suspense Account '' with XXXX Mortgage.
I have provided all the documentation that Mr.Cooper has requested which is including the attachments below ( there may be duplicates attachments ) in addition to an explanation on what had happened and still I have gotten no response.
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09/01/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
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|
Web |
|
Hello, My complaint is with Mr. Cooper. I owned a property in XXXX XXXX, in which I was approved by Mr. Cooper for a forbearance plan from XX/XX/XXXX to XX/XX/XXXX. I was sent approval documentation stating that I was approved for this forbearance plan ( attached ) and that I did NOT have to pay a mortgage from XX/XX/XXXX - XX/XX/XXXX and I would NOT be marked as delinquent during that time period. Mr. Cooper marked me as " 30 days late '' for not receiving a XX/XX/XXXX payment which dropped my credit score by 100 points! On my credit report Mr. Cooper marked me as " late '' on XX/XX/XXXX which was in the middle of the approved forbearance. I disputed this on XX/XX/XXXX and was told by multiple Mr Cooper representatives I shouldn't of been marked late as they see I was approved for the forbearance plan. It has taken 40+ days to hear back ( they told me it shouldn't take more than 30, but usually resolved in less than 10 days ) and Mr. Cooper sent me a letter stating " We didn't mark you as late so we will not be contacting the credit bureaus '', however I have a copy of my credit report showing they DID mark me late and it dropped my score 100 points which is horrible!
I'm in the process of refinancing my home but I'm unable to get approved now due to the Mr Cooper inaccuracy and my score dropping 100 points. With rates being at all time lows I don't have the luxury to wait for Mr Cooper as this could make a major impact on my ability to save hundreds of dollars a month over the duration of my loan. Mr. Cooper has been extremely unresponsive and unhelpful throughout this entire process.
I have copied my forbearance approval, my credit report showing the inaccurate late payment and Mr Coopers response of not taking accountability for the inaccuracy they levied against me with an incorrect late payment reporting. I'd appreciate your help in this matter, thank you!
XXXX
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01/19/2023 |
Yes |
|
- Struggling to pay mortgage
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|
Web |
|
hi there, this is XXXX XXXX XXXX, legally & literally the owner if the property and the third authorized third party. the house is under XXXX XXXX name of XXXX XXXX and my nephew XXXX XXXX. The home mortgage is under their name but soon will be refinance soon since the home is legally & literally under my name and XXXX who pays in reality. The reason weve behind due to serious construction to the basement that cost a huge amount due the flood. My nephew XXXX XXXX is only concern to us but in reality he is nothing to do with our mortgage payment issues. And so with my brother XXXX XXXX XXXX appealing to your good office that the investigation reported by XXXX was lie on XX/XX/XXXX, i am asking for a XXXX XXXX but it took almost an hour conversation to be approved hand XXXX told XXXX that i will start making a payment on XX/XX/XXXX for {$4000.00} but it never went through for approval and the reason it stopping him to approve is due to my pending loan assumption.. I wasnt not aware on the start date on XX/XX/XXXX. it should comes with documents approved signed with payment plan, but we dont get any.
And I also spoke XXXX XXXX XXXX XX/XX/XXXX, he told me that i need to put a down payment of {$5700.00} in order for me to have a Payment Plan, need to receive, and i told him that i will provide the amount in ir before the end of this month XX/XX/XXXX, And when i spoke with him, he never told me i i have to pay the {$4000.00} and need to receive on XX/XX/XXXX.
The biggest problem with them, they are not consistent with the XXXX XXXX.
We need a fair & equal treatment to have the informative not inconsistency in order for us, where to place ourselves, we know our status. We deserve to know the updated information, still need their agent to be trained & systematic.
attached case closed which agent telling about the date to be received the payment of {$4000.00} on XX/XX/XXXX
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03/23/2021 |
Yes |
|
- Trouble during payment process
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Web |
|
I was paying my monthly mortgage for XX/XX/XXXX. The normal monthly bill was {$2000.00}. In XXXX it showed I owned {$3700.00}. I called Mr. Cooper and was told I owe {$12000.00} in taxes and escrow and until its paid, my mortgage will be {$3700.00}.
Mr. Cooper did not properly apply my taxes for escrow for XXXX taxes. My mortgage should have increased to {$2700.00} monthly to cover taxes and escrow. Mr. Cooper did not make the change and I was continuing to pay {$2000.00} monthly mortgage.
I did not know and there was no indication from Mr. Cooper that this would happen. I did not receive any notices or explanation for the increase in monthly mortgage {$3700.00}.
Mr. Cooper but me and my family in a financial hardship that would have easily led to foreclosure of my home.
I called Mr. Cooper several times over the course of a week after finding out this information and Mr. Cooper 's representatives gave no assistance that would help me pay this very large and exorbitant amount of money.
If I would have paid Mr. Cooper {$3700.00} a month, I would have incurred fees and interest that would have increased my principle for several years.
If Mr. Cooper would have taken the time to handle my mortgage properly, I would not be in this position.
I was forced to obtain a loan to cover the cost for Mr. Coopers oversight of {$12000.00}. I paid to Mr. Cooper along with a {$3700.00} mortgage payment for XX/XX/XXXX.
Mr. Cooper initially did not apply my {$12000.00} payment to the amount owed for escrow and taxes. Mr. Cooper applied the {$12000.00} payment to my principal, which was completely deceptive on their part because Mr. Cooper was showing I owed them {$12000.00} in back escrow and taxes.
I have been calling Mr. Cooper to appropriately apply the money so I will not continue to be in the rears and to recalculate my monthly payment so I should be {$2700.00} roughly.
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01/13/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
MULTIPLE County Tax payments were made against my account recently for 5 properties. But 4 of those properties I DO NOT OWN!
When I reviewed my Escrow account back in XX/XX/2020, I noticed there were 4 EXTRA properties Mr. Cooper had paid Property Taxes on that should not be on my account. I only own one property and my previous lender sold to Mr. Cooper only one property ; therefore, I should only have one Escrow account ( one parcel, one property ).
Because of the extra 4 County tax disbursements that were made against my account, I also see a very large Escrow shortfall ( over {$5000.00} ). I've made every effort to contact the Escrow department multiple times, but they continue to give me the runaround that XXXX is involved and they can not get any additional updates or feedback on what is happening to my account or obtaining a refund. I've made phone calls almost every other week to the Escrow department and was assigned to an " Executive Escalation Specialist/Manager '', but the updates and timeframes that were given to me have passed and NO NEW UPDATES have been given to me on when this will be resolved.
I want the negative Escrow balance fixed ASAP. If it can not be fixed in a timely manner, I'd like to be given a new account number where we can start fresh. I DO NOT feel I should have to suer to have to wait for the County to refund the money for an error on Mr. Cooper 's part.
What upsets me is that this was NOT MY ERROR. In addition, what also upsets me is that their representatives have said we need to wait for the County to refund the money. Mr. Cooper should either provisionally credit our account so that we do not have to see that negative balance OR go ahead and start a new account for us so we can start afresh and not have to experience this MESS they created. This whole incident raises both ethical and legal issues that have not yet been resolved.
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12/03/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
|
We are homeowners whom have experienced financial hardship caused by health illness and want to retain our home. The servicer claims we do not qualify for a loan modification due to a payment increase followed by a prior loan modification during XXXX. The existing loan modification the servicer is referring to has no value on its face pursuant to Florida Statute 687.0304 ( 2 ) for the following reasons : 1. Pursuant to Florida statute 687.0304 ( 2 ), a loan modification is not an agreement if is not signed by both, borrower and lender. The agreement reflects that it was not signed by the lender at all and therefore we never had an agreement.
2. The loan modification has no enforcement in the state of Florida for the following reason : The loan amount increased due to the loan mod and the lender failed to pay the requisite taxes rendered the note and mortgage unenforceable, making the instruments unenforceable when the final judgment was entered, Florida Statute 201.08 ( 1 ) ( b ) and 199.282 ( 4 ), respectively imposes a documentary stamp tax and intangible tax. Fla. stat 201.08 ( 1 ) ( b ). Fla. Stat. 2018 199.282 ( 4 ). Fla. Stat. 201.08 ( 1 ) ( b ), " The mortgage, trust deed, or other instrument shallowing not be enforceable in any court of this state as to any such advance unless and until the tax due thereon upon.
The lender never paid the intangible tax as it is required by the State of Florida and therefore the note does not have any enforceability.
It is obvious that we never had an agreement. We are requesting mortgage assistance, the lenders excuse in that loan mod can not be offer due to prior loan mod that would make the loan payment increase is not acceptable, the document it self revelas that we never had an agreement. On XX/XX/XXXX, we provided the servicer a full complete financial package to be review for a loan mod and are awaiting for the outcome.
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05/21/2019 |
Yes |
- Mortgage
- Other type of mortgage
|
- Struggling to pay mortgage
|
|
Web |
|
I began struggling to keep up on my mortgage in XXXX due to temp financial loss. I doubled up on my late payments twice to become current, but could not keep up. I spoke with the Mr. Cooper in XXXX regarding the options they notified me of having, ie : repayment plan, modification etc. They said at that time I was not eligible for anything. I did go ahead and apply for modification and they denied me. I spoke with them again in XXXX. The notice I received said nothing of being eligible for forbearance, only short sale etc. I will attached the notices. Every time I have called I have gotten the run around and basically just informed there's nothing they can do to help me make up the late payments which at the time were under 10K. They sent in into foreclosure only a few months of being behind, and would not work with me on anything. They then sent me another notice XX/XX/19 when the auction is scheduled for XX/XX/19 saying call us to discuss options, which I did, and and they said there's nothing they can do to help me, again. I just spent 1.5 hours with them on the phone right now with regard to delaying the auction so I can come up with the money, they notified me that a request was already submitted for that on XX/XX/19, and that it was denied because it was more than 7 days from the auction date. I did not submit this request, they did. They did not get my approval, and I assume they would have known it would be denied being more than 7 days from the auction date because they are aware of the policy, and that it would result in my being unable to request this within the 7 day time period. I requested it be done again and was informed I can not request it a second time, when I did not request it the first time. All I have received is a run a around and long holds, along with letters saying to call them so explore options only to be denied on everything each time I did.
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05/24/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
In XXXX, I refinance my home through a XXXX XXXX recommendation for XXXX. XXXX sold the loan in XXXX to XXXX XXXX XXXX. XXXX XXXX XXXX sold the loan to Nationstar Mortgage LLC d/b/a Mr. Cooper. This is a criminal enterprise. The private notary that closed the XXXX loan locally was aware that the loan would be sold to Mr. Cooper. I have been provided multiple loan numbers for the Mr. Cooper account. Today, XX/XX/XXXX, I was provided another number, XXXX. They are preventing from making electronic payments through XXXX XXXX XXXX online banking. They are claiming, that they are not receiving payment. Payment, that I have proof was mailed. I called repeatedly, including on XX/XX/XXXX. During that conversation, the agent requested an email address, that was already on file with my mortgage paperwork. Since that time I have received a daily email, harassing me over one thing or another. One of the first emails was " confirmation '' of a conversation that was never had regarding homeowners insurance. My XX/XX/2021 insurance to XXXX XXXX was paid XX/XX/2021 and was a long drawn out process with XXXX. Mr. Cooper notified that it had not been paid and illegally removed funds from my escrow, double paying my XX/XX/2021 XXXX XXXX premium, underfunding my escrow, which could lead to increasing my payment. Today, I received a letter dated XX/XX/XXXX, from Mr. Cooper stating that my hazard insurance had expired and that they were purchasing insurance on my behalf and that it may be at a higher cost and provide lower coverage. Which is it? Did they pay my XXXX XXXX policy twice or were they purchasing other insurance? They are CRIMINALS! I contacted XXXX XXXX they have refunded the overpayment of my homeowner 's insurance to me, again, this causes my escrow account to be under funded and allows Mr. Cooper to raise my payment. This company needs to be investigated and closed down.
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03/11/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
Each time I contact my mortgage servicer regarding an issue with my account they refuse to assist. I have been working on a refinance to get away from Mr. Cooper for the past month and scheduled my closing around their escrow payment date that was shown on my on-line account as well as verified by a customer service representative to have Mr. Cooper not make the escrow/tax payment on XX/XX/XXXX as they stated it was scheduled for. I have contacted Mr. Cooper several times through their customer service telephone number and each time I ask to speak with management to file a complaint, after 40 minutes to over and hour each time I am not permitted to speak with management. The tax payment took 8 days for them to process once I was able to get to the right person to accomplish the task. I have called the Mr. Cooper Corporate telephone number listed on line and it advises their corporate hours ( which I am calling during the time they are open for business ) to have the calls immediately transferred to the customer service queue. My mortgage servicing was transferred to Mr. Cooper in XXXX and they have made 3 major errors on the servicing in that short period of time as well as holding payments in suspense for no reason instead of immediately processing them. The first major error was applying my first payment to them to principal and then advising I had not made a payment on the account, the second they applied monies sent through their website specifically as an escrow shortage payment to principal, the latest was not paying my taxes on or before the date they showed on line as the payment due date which as I stated was verified by a customer service representative that the payment was being made on XX/XX/XXXX. I want to speak with someone in management and I am refused access to management. Mr. Cooper 's customer service is terrible, unprofessional and unacceptable!
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05/03/2023 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
Servicemember |
During late XXXX knee COVID related business reduction hit me pretty hard in my small XXXX XXXX. Along with additionally the XXXX as an electric company has mandated outages took a pig financial stress on my XXXX XXXX Additionally my wife of 13 years left XXXX has caused significant damage through excessive litigation that has caused me well over {$100000.00}.
in late XXXX he was attempting to bring it out a forbearance which was the advice of my first family law attorney. But at the time I started forbearance it was sold from XXXX XXXX XXXX to Mr. Cooper.
I've has significant problems with Mr. Cooper from the beginning. I felt again for forbearance in XXXXXXXX XXXX XXXXXXXX. They have stalled for 9 months and I blame all along their intent is to force foreclosure because of the significant estimated equity in the home which has well over {$300000.00}. Even though I am not in foreclosure they have rejected payments and sent them back to me. I have attempted a loan modification during this whole time. And initially they accepted the modification and were sending the documents to sign. Every month from XX/XX/XXXX through XX/XX/XXXX, they kept publishing a letter re-stating I would have the documents to sign to execute the modification.. Then the loan officer lost all the trust and deed documents they additionally required. Then they changed and required me to take the home out of the trust that I had the home, even on XXXX told me it was fine and I had all the documents showing that I had all documentation to make all the legal decisions related to selling or refinancing the home...
I spent the last 5 months submitting all the documents they required and then always them rejecting a document but never telling me why. These including mighty pay stubs now when a log on today I find again for the second time that the loan modification process is nowhere to be seen.
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04/22/2022 |
Yes |
- Payday loan, title loan, or personal loan
- Personal line of credit
|
- Problem when making payments
|
|
Web |
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My grandmother recived a reverse morgage thru champion reverse morgage in XXXX ( a line of credit ). She past away in XXXX leaving me as one of tge surviving heirs to tge property i found her reverse payment and filled out the paper work for life rights as such should be grantted. They have since started forclosure on the home. Charged inspection fees for inspections that never occured, have not kept the property properly maintance to the point that i have done and incurred all charges for maintance and major repairs. Includung major leaks, electirical issues and possiable structual damage, charging for insurance priemiums but stating that i must pay preiums but have no home insurace. My home has now been deemed unfit for habtation making me and my family XXXX withoit warning. I have in the past reached out to champion mortage so to adress all issues to no prevail. Only getting ran around told to call one companie to the next. My grandmother never completed the counseling needed and deemed a must to receive the reverse mortage. Also purchased life credit on the loan which in turn would paY the loan off in full in the event of her death. Not to mention the loan was given under false pretences and should have never taken place putting my granfather as the co- borrower ; whom passed long before my grandmother. I belive in XXXX and the loan counselong never taking place Also the home has mold and what i belive is asbestis in the attic. ALONG WITH BEING deemed unfit they are adding taxes on the life of the loan tgat are also being assesed to myself. I am not able at this time to gather the Property paper work due to it beong deemed unfit aNd not having the appropriTe contact information and endless companie run around to recievive permission to enter the premisses. So i therefore am in threat of loosing my home and all belongings including family pictures and airlooms
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06/22/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
I received in the mail for my mortgage provider for Mr Cooper that they're selling my loan on XX/XX/2023 to XXXX XXXX XXXX XXXX XXXX in XXXXXXXX XXXX I looked this provider up on the XXXX XXXX XXXX and they are a d plus rating they're almost an F rating I have found almost XXXX reviews from the same people that this is happening to that this company is doing illegal things with mortgages they have a lawsuit against them and XXXX people want to start a class action lawsuit against them for misappropriation of funds from their mortgages that are not being treated fairly for a mortgage provider should be applying their loans fairly and without fees losing payments not allowing insurance payments to be paid properly to your escrow I do not know why Mr Cooper when I have a 100 % never have missed a payment a good loan I pay my payment before it's due I have a perfect credit rating would sell my mortgage to an F rating company that's doing illegal things the FTC needs to investigate XXXX XXXX XXXX XXXX XXXX because there's XXXX people can't be wrong every single one of them have gave them a XXXX review from from XXXX to XXXX they get a minus XXXX there's something going wrong here with XXXX XXXX XXXX XXXX XXXX its successors and are assigns XXXX XXXX XXXX XXXX XXXX XXXX XXXX and it also has the correspondent address of XXXX XXXX XXXX and XXXX XXXX XXXX XXXX XXXX XXXX XXXX and a payment address for XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX in XXXX XXXX XXXXXXXX there's not even a street address these are XXXX XXXX XXXX and I'm not sure why Mr Cooper would do such an a terrible thing here Mr Cooper 's is www.mrcooper.com and their address is XXXX XXXX XXXX and XXXX XXXX XXXX in XXXXXXXX XXXX the FCC needs to investigate this XXXX people can't be wrong and I'm not going to sit back and wait for somebody to XXXX me over please investigate this and let me know what you find
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07/19/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
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In XXXX of XXXX I received a letter from Mr. Cooper Mortgage Company offering assistance for those effected by COVID 19. I was having a hardship but had not defaulted on the loan yet. I thought it prudent to be proactive and applied for forbearance and was approved. I was in forbearance from XX/XX/XXXX to XX/XX/XXXX.
Mr. Cooper contacted me to advise my forbearance plan would conclude at the end of XX/XX/XXXX. The letter also offered next step solutions for my mortgage, including modification. I began the modification process in XXXX of XXXX. The company advised that I would not have to submit payments while I was applying for the modification.
On XX/XX/XXXX, I received a letter from Mr. Cooper stating that I was approved for an FHA HAMP Modification and Partial Claim Combo. The modified payment would increase my mortgage payment by {$480.00}. It was my understanding that an approved modification results in lower payments and/or interest rate. The interest rate increased from 2.75 % to 6 %.
The letter also states that I am declined the forbearance plan. This confuses me since I was already approved for and went through the forbearance plan.
Upon reading Mr. Coopers modification terms, I called their modifications department. I told the representative I could not afford to pay the amount and would rather stay under my previous mortgage terms. He advised that to go back to my previous mortgage, I must pay a substantial lump sum equaling approximately six months worth of mortgage payments. He said my only options were to agree to the modification terms that would increase my mortgage by almost {$500.00} or pay a lump sum of over {$7000.00} to stay under my previous mortgage. I am financially unable to do either.
I was duped into believing I was receiving assistance due to hardships brought on by COVID 19. Instead, I was misled into possible foreclosure.
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03/17/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Thank you very much for reviewing my complaint and for your help in this matter. On XX/XX/2022 I contacted Mr. Cooper mortgage company and spoke with a customer service representative regarding my PMI. I informed the the rep that I would like to pay my principal to below the threshold of loan to value so that I could remove PMI per the Homeowner 's Protection Act. I was informed that I would have to make the payment XXXX and then after the payment was made they would initiate a process to determine whether or not they would remove PMI from my loan. Obviously that was not an option for me considering the payment I would be making is tens of thousands of dollars. I reported my unhappiness with this result and was contacted again on XX/XX/2022 by a supervisor. She told me that the information I had received was correct and then proceeded to try to convince me to refinance at a much higher interest rate than my current loan to remove PMI. I informed her that I was aware of the interest rates that are currently in the market and had done my research regarding the Homeowner 's Protection Act. I told her that I would be doing whatever I could to remove PMI from my current loan regardless of the policies that she told me are in effect. She informed me that that would not be possible that their policies required the payment upfront and then they could initiate the process to review my loan and determine if they would remove PMI even though my loan to value ratio would be well below the 78 % threshold. I even offered to sign an affidavit to guarantee that I would put the aforementioned money towards my principal if they would initiate the process XXXX and let me know if they would be willing to take the PMI off after the payment is made so that I did not put down a large chunk of money without receiving the outcome that I wanted. I was flatly denied. Please help!!!!
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02/28/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I've been in my home for 15 years and never had financial issues or problems paying my mortgage. Several years ago my mortage was sold from XXXX XXXX to Nationstar to Mr. Cooper. I have never missed or been late on a monthly payment. My payment has always been set up as an automatic bank payment set to arrive before the first of the month. Once a few years ago when I was still with XXXX my payment amount changed to due an escrow change and I did not notice the need to change the payment so I was charged late fees for short payments. Once I noticed I called customer service and they were helpful and credited some of the late fees and I payed a portion settling the past due amount and adjusting to the new payment. All was well. Months later with the new mortage company the 'computer system ' re-applied the previously credited late fees. When I called to question the fees ( as my payments had been in full and on-time since the last issue I was told by the CSR that there was nothing they could do to readjust the latefees which were now compounding. I escalated and got no where. I'm in the professional services industry and the service I received at this time was the worst that I have experienced in the past 30 years. This was multiple years ago. Since then I continue to make my prompt and full payment and the amounts are applied to Principal and Escrow however the fees just keep piling up and now are several XXXX dollars which I can not absorb. I don't receive any threads of foreclosure but my statements show me being months behind in payments even though I have NEVER missed a payment in the history of the loans. The lender seems happy to continue to take my payments an pile on ridiculous fees. Do I have any recourse or am I at the mercy of this lender and their software system applying fees on top of fees even thought I keep meeting my monthly payment amount?
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04/03/2023 |
Yes |
- Mortgage
- Other type of mortgage
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- Trouble during payment process
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Web |
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XX/XX/XXXX my wife and I were contacted by our mortgage company Mr. Cooper and were informed that they purchased secondary wind insurance in the amount of {$1600.00} which then drained our escrow account below the minimum balance needed in the account of {$670.00}, and we are being asked to pay back {$2100.00} before XX/XX/XXXX or our mortgage will go from a monthly payment of {$1600.00} to a monthly payment of {$1900.00} if they break it up into 12 payments. I knew that we have had coverage on our home with travelers insurance so I called our insurance provider XXXX XXXX to check on our policy. They informed us that we have not had coverage on our home since XX/XX/2021 because Mr.Cooper failed to make our insurance payment so the insurance lapsed. I recall being contacted about this in 2021 I called Mr Cooper then to get there fax number so travelers could get paid apparently it was not paid which caused our insurance to cancel our coverage. I had to set up a new policy that moment. When I received this news I immediately called Mr. Cooper to get this resolved I was on the phone from last Wednesday to Friday was hung up on 3 times when the representatives at Mr. Cooper could not help with this issue. I was persistent and kept calling and being told I was being escalated up the chain of command to a manager. The " manager '' informed me that they could do nothing for me I would be expected to pay them back the {$2100.00} and that the only resolution would be to call my insurance company and see if they can back date my coverage to XXXX of XXXX and that I would also be hit with a massive insurance bill because of the months I had no coverage. All because they failed to pay my insurance provider for my monthly insurance. I also had questions about where our escrow payments have been going if they have not been paying insurance since XXXX with no answer.
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07/30/2020 |
Yes |
- Mortgage
- Other type of mortgage
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- Trouble during payment process
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Web |
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Recently I was looking at my mortgage and trying to work out how I could pay my loan off faster then the remaining 15 years. The amortization calculator was not adding up right and I was thinking it was because Id had different levels of interest rates during the first 6 years of the loan. I contacted Mr Cooper, who is my current loan service provider, to request an amortization schedule. I was devastated to discover that at the end of the mortgage period I will owe {$170000.00} plus {$22000.00}. There is a line in the contract that says If on the Maturity Date Borrower still owes amounts under the Note and Security Instrument, as amended by this Agreement, Borrower will pay these amounts in full on the Maturity Date. I mistakenly assumed that this amount was the deferred principle balance of {$22000.00}. There is another line on a different page the again states The loan is payable in full at maturity. You must repay the entire principle balance of the loan and unpaid interest then due. There is a payment schedule showing different interest rates and the payments amounts for years 1-5, year 6 and lastly years 7-22. There is not a balance due listed at the end. No where else in the contract does it say that that balance is going to be almost $ 200K. The language If on the Maturity Date should have been When on the Maturity Date. I feel like I was deceived or intentionally misled by XXXX. I didnt think I would need to pay an expert to look over a mortgage contract that was through a government assistance program such as HAMP, but obviously I was wrong. If Id been made aware that this was the contract they were asking me to sign I would have either tried to negotiate it or at least have been prepared to try and pay my mortgage down earlier. At this point I will be XXXX years old when my mortgage matures and will have to try to figure out how to pay $ XXXX.
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03/19/2020 |
Yes |
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- Trouble during payment process
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Web |
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I have a loan with Nationstar Mortgage LLC, d/b/a Mr. Cooper.
On the XXXX of XXXX, 2020, I called to get my FHA MIP Insurance ( PMI ) removed since I had paid off 20 % of my loan. The PMI is {$86.00} per month. I was told that I qualified and that the process would take less than 30 days. I specifically asked for some sort of acknowledgement be sent to me that my request was received and would be acted upon. I was denied this request. I was told that the only notification I would receive would be a letter when the PMI removal was approved.
On the XXXX of XXXX, 2020 at XXXX XXXX EST, I called and spoke to XXXX in the PMI department. She told me that the PMI removal was not processed in XXXX, so she would submit another. She also said she would call me back Friday the XXXX of XXXX, 2020 with a follow-up status. I then also put in a complaint that nothing was done in XXXX. I asked for reimbursement of the PMI since the loan servicer did not do its job and that cost me money.
On the XXXX of XXXX, 2020 at XXXX XXXX EST, I called back since I never received a follow-up call from XXXX. I spoke to XXXX in the PMI department ( ticket XXXX ). He told me that the PMI removal request from the XXXX was processed, and it would be taken off the next bill. He sent me a secure email and mailed a hard-copy, both of which I received. I then inquired about my complaint. XXXX informed me that the complaint was not entered correctly, so no one else saw it. He told me he would escalate this complaint to his manager. I asked for 3 things : 1 ) reimbursement of 2 months of PMI since the loan servicer didnt process my request for 2 months, 2 ) a call back from the manager on Tuesday the XXXX, 3 ) an explanation of what went wrong on both of the prior calls.
It is now the XXXX of XXXX, 2020 at XXXX XXXX EST, and I have not received a call back from anyone at Mr. Cooper.
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08/12/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Older American |
I have a mortgage loan with MR COOPER in which I have been trying to obtain a loan modification since XXXX of XXXX. I have been twice denied with not fully understanding why. In XXXX after I got a letter from MR COOPER it only stated that I was not qualified for a flex modification. In that first application they required two years of taxes and many months of banks statements. The final result they put me in forbearance since XXXX of XXXX. All the correspondent told me after getting out of forbearance I had a few options : 1. Pay the balance due in six months 2. Apply for modification Now that my forbearance is coming to an end they finally informed me after calling and speaking to 6 or more people that done of those options really applied to me. Why, I asked. Well even though I have a XXXX XXXX loan, because they have moved the loan in foreclosure department it disqualified me from receiving any of those relief thats is open to others.
After close a to full year and suppling MR COOPER with all the documents they required I am now being told I only have three options : 1.Pay up the balance 2.short sale 3.deed in lieu.
Solution : I would like to speak with my single point of contact which would helped cut through the confusion I have been getting. All my call to reach my dedicated specialist since XX/XX/XXXX as not caught up with her. I just today received notice that I now have a new person. Also I have requested conciliation conference still waiting on that. All this should uncover what is preventing MR COOPER from offering some relief to me on my mortgage. My Principle payment and interest currently is {$510.00} plus property taxes and home owners insurance. What are the basis or numbers for the denial of my modification if I am applying for a FLEX Loan modification, which I was told is a streamline modification. Also what is the loan amortization?
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09/04/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Older American |
TO WHOM IT MAY CONCERN. As you requested that your office be updated on this case. As of now the sale date XXXX of XXXX. Mr Cooper requested all information to do a modification. All the information reqtired for the modification has been sent mr cooper. The problem is that Mr copper has not requested for the court to extend the sales date. To allow the needed time to finish the modification. We are writing to you to help us request an retention date., .We are still working with XXXX XXXX XXXX We need time to complete with that. To enable us to save our home. The court appointed a mediator. The court mediator did everything to have a work out. The bank will not corporate. The bank came up with a monthly payment of over $ 7000 monthly. Knowing very well that is not practicable. The court mediator approve for us to go to the XXXX XXXX We are now working with XXXX XXXX. They said that they will need 60 days to finish the process. Please see some of the correspondence with the XXXX XXXX. The bank now have refuse to give us the time to finish the process. They have refuse to change the sale date. The XXXX of XX/XX/2022. Please see the court information. We are appealing to your office to help us to appeal to the bank to allow the process with the XXXX XXXX And the bank recent request for all our documents to do a modification. We just forwarded all the bank requested information to the bank. The bank need to extend the sale date to allow all this process. Our situation is urgent. We appeal for your office to help us. The bank has one goal in mind., That is to write off XXXX XXXX XXXX in there tax return. They have compounded interest and other charges in the principal of the original loan amount. In hope that you will came to our rescue. Thanks in anticipation. XXXX XXXX and XXXX XXXX. XXXX XXXX XXXX XXXX XXXX Connecticut, XXXX.
XXXX XXXX XXXX and XXXX XXXX
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03/01/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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Mr. Copper is engaging in dual tracking and not in compliance with Loss Mitigation Procedures. Federal Law Restricts Dual Tracking. I have appealed the denial within the required 30-day time frame. Mr. Copper received the Appeal Letter but has not responded to my appeal letter dated XX/XX/XXXX, Therefore, I have not exhausted the appeal process. I also fully submitted documents again for mortgage assistance. Mr. Copper has not stopped the foreclosure sale scheduled for XX/XX/XXXX. The Consumer Financial Protection Bureau, which was established by the Dodd-Frank Wall Street Reform and Consumer Protection Act of 2010, issued mortgage servicing rules that, after being codified into federal law, went into effect as of XX/XX/XXXX. Among other things, the rules restrict dual tracking. The servicer can't start the foreclosure process if a borrower submits a complete loss mitigation application and the application is pending. This means that if you submit all of the required paperwork, the foreclosure can't start until the servicer informs you that you're not eligible for any loss mitigation option ( and any appeal you make has been exhausted ) you reject the workout option that the servicer offers to you, or you accept a workout but fail to comply with the terms of the deal ( like not making payments during a trial modification ). 12 C.F.R. 1024.41 governs a servicer 's response to a loss mitigation application. 12 C.F.R.1024.41 ( c ) ( 3 ) ( I ) ( D ) ( 2 ) provides that where a borrower makes application and a judicial foreclosure has already been commenced, " the servicer can not conduct a foreclosure sale before evaluating the borrower 's complete application. '' Further, 12 C.F.R.1024.41 ( g ) prohibits a servicer from either holding a foreclosure sale or moving for a sale if a borrower makes a loan mitigation application within certain time constraints.
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12/03/2022 |
Yes |
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- Trouble during payment process
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Web |
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Following a lengthy legal process with Nationstar Mortgage, my loan was transferred to Mr. Cooper, my current loan servicer, beginning XX/XX/XXXX. Since that time, Mr. Cooper has engaged in a wide range of predatory practices in servicing my loan. I am worried that their actions, which deviate from the agreements made in my contract, will result in another long legal battle for my home.
The most recent incident involves my XXXX mortgage payment. The amount of {$2500.00}, was applied to my online bill account on XX/XX/XXXX. I am enrolled in auto-debit so Mr. Cooper typically automatically takes from my personal checking account. I checked my personal account on XXXX to ensure payment was made and saw the full amount charged to from Nationstar, doing business as Mr. Cooper. Additionally, I called Mr. Cooper on a recorded line on XX/XX/XXXX, where they confirmed that payment was applied to my account and went thought without issue. Understanding this, I fufiled other bill obligations, under the assumption that my mortgage payment was competed for the month of XXXX.
It was not until I checked in ahead of my XXXX payment on the XXXX that I was informed Mr. Cooper infact did not debit my account, and failed to debit by account at any point within my contractually obligated grace period which is a period of 17 days after the contractual due date. As a result, Mr Cooper billed me for a new amount of {$5000.00} without an itemized explanation of the new charges. This is in addition to the XXXX mortgage bill of {$2500.00} that was separately applied to my account. As it currently stands, I am unpaid for the month of XXXX because of this situation.
Note : Upon further inspection, I discovered Mr. Cooper assessed a payment reversal on XXXX the same day the bill was applied and my account was debited. I believe it was applied recently and backdated for XXXX.
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02/02/2023 |
Yes |
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- Trouble during payment process
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Web |
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Hello, my name is XXXX XXXX. I am submitting this complaint on behalf of my father XXXX XXXX.
My father XXXX to XXXX, had solar panels and an air conditioning unit installed to our home around XX/XX/2018. We are having a big issue with our roof after the installation. We are noticing a lot of leaking from the roof as a result of the AC unit that was installed. The AC unit is malfunctioning and leaking through the roof, causing severe roof damage and ceiling damage on the interior. we have contacted our mortgage company Mr. Cooper to try to fix the issue and they directed us to the company that constructed the AC unit which is 2 The T Construction however, this company apparently declared for bankruptcy, so no one is able to help us repair the roof and ceiling as a result of the AC unit that was installed and solar panels, causing damage to the roof and our ceiling. My father is also very frustrated because he continues to be charged for the installation of the solar panels and AC unit. However, no one is willing to help with the repairs that are needed to the roof and the ceiling. We have contacted Mr. Cooper numerous times, and they keep directing us to the company that installed the solar panels and AC unit but they are no longer in business. When the solar panels and AC unit were installed, we were informed that we had 20 years of warranty from the date. The installation took place. However, this company again is no longer in business so no one is willing to help us not the old company that close down that installed the units and not our mortgage company Mr. Cooper. in addition, Mr. Cooper asked for us to contact the county recorders office and they also are unwilling to help us. However, once again, we continue to be charged for the installation and insanely high interest rate that was attached to this agreement of the AC unit and solar panels.
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03/25/2021 |
Yes |
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- Trouble during payment process
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Web |
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I currently have a home mortgage loan with the company Mr. Cooper. We recently went through a mortgage modification under CARES due to the COVID19 pandemic. We completed our mortgage modification in XX/XX/2021, and resumed payments in XXXX ofXX/XX/XXXX. We made a payment on Mr. Coopers website in XXXX which was due XX/XX/XXXX with a grace period up until XX/XX/XXXX. Our payment came out, but due to an error a duplicate payment was completed. I had to contact my financial institution XXXXXX/XX/XXXX to have one of the payments reversed, which went through.
I was told by Mr. Cooper to do this, however this caused an issue with my Mr. Cooper account and they blocked me from making any further payments using my bank account which they failed to notify me.
My spouse setup an auto payment for XXXXXX/XX/XXXX payment, however it did not go through and Mr. Cooper showed me as a late payment. I attempted to make multiple payments through both Mr. Coopers website and on the phone, but they were unable to process it on XX/XX/XXXX. I was eventually able to speak with someone and they explained the bank account was blocked and the issue was fixed. A payment was made XX/XX/XXXX, however it was reversed again.
I attempted to make another payment as of this report, and it has still failed to process and no one from Mr. Cooper can give me an answer to this. Mr. Cooper has said if the payment has failed to be posted by XXXX XXXX, it will be reported against my credit.
I've also been charged numerous fees for payment reversals, late fees, etc ... when I am trying to get the payment completed. I was told these fees would be waived, but they still show up on my account.
This has been an absolute nightmare, and there are funds in the account I am attempting to pay with, more over I have contacted XX/XX/XXXXand they said there are absolutely no issues on their end.
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09/27/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Myself ( XXXX XXXX ) and my partner ( XXXX XXXX, a family member of the owner ) purchased this property during the redemption period. We paid the payoff price that was provided by Mr. Cooper to keep the property from going into foreclosure. Once paid off we called in to confirm that all funds has been received and this was when the issues started. XXXX was told that there were additional funds needed to pay off the property. The initial payoff funds were wired to Mr. Cooper on XX/XX/XXXX. We were informed on Monday XXXX that they needed the additional funds because of the new month. I do not understand why the funds were not added by XXXX on XX/XX/XXXX, their system showed the funds had been received on XX/XX/XXXX. I do not think this was fair. Next, we call to confirm that the loan had been paid off on XXXX and was told that it had been transferred to XXXX finance. Again, do to understand why a loan that was paid off had been transferred. No one could answer that question. Now XXXX XXXX is telling us that additional funds may be needed. At this point, they ( XXXX ) will not talk to us until they approve the XXXX XXXX authorization that they received on XX/XX/XXXX. We were told it would take XXXX days to process and it has been longer than that. The initial owner XXXX and XXXX XXXX are an elderly couple and they have been stressed out not knowing what is going on with the property that they thought they had sold.
I do not understand how both banks can have internal policies that they do not follow and give us the runaround. If you listen to the multiple calls that we have made you will hear that different reps are giving us different information. XXXX even acknowledges there is a problem with closing out paid-off loans. This needs to be escalated to the proper individuals and escalated. We are looking to see if there are other actions we can take.
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12/21/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I closed on a purchase mortgage on XX/XX/XXXX and I had an escrow account setup to pay taxes. The title company collected for the annual tax bill due XX/XX/XXXX but that was not out yet and Mr. Cooper should of made the first payment of taxes from escrow on XX/XX/XXXX.
The title company made the payment as planned in middle of XXXX.
Unfortunately, Mr. Cooper doesn't seem to be able to read the closing documents and decided to try and pay it from my escrow account. This created a large negative balance. I immediately spoke to the county and they told me they will not accept two payments so the Mr. Cooper payment was rejected. So I reached back out to Mr. Cooper. They were unable to answer phone calls so I was subjected to the online chat.
I explained to them the error and requested they remove my escrow account due to their incompetence, I was redirected to yet another email address to request this. In early XXXX I received a letter that they would no longer require an escrow account and figured the situation was resolved. And was expecting and approx {$3200.00} refund of escrows and also my payment to revert to just principal and interest.
But no they sent me another statement for my XXXX payment showing full escrows and the same payment as before. Now today I got another notice that I was expected to have my payment adjust again to pay them back for the escrow shortage created by their failure back in XXXX.
I again tried to call them today and can not get a live agent to pick up a call. My payment is still not right and they owe my closer to {$4000.00} once I make another payment to my escrow account that is supposedly cancelled.
Mr. Cooper 's level of ineptitude is staggering and compounded by awful customer service. I hope you can help get this addressed as I have no where else to turn at this point to get my money and correct payment.
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01/19/2022 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Servicemember |
My mortgage was transferred to Mr. Cooper effective XX/XX/XXXX.
Under my previous lender, I was in Covid forbearance and submitted 3 trial payments before the transfer. Because the transfer occurred after the 3 trial payments were submitted and before a loan modification/solution was initiated, Mr. Cooper inherited the responsibility of providing a loan solution.
I've called several times since XX/XX/XXXX until a call XX/XX/XXXX an associate stated Mr Cooper 's systems are finally updated and they are able to view my loan details and status.I asked about my loan solution status during the XX/XX/XXXX phone call and Mr. Cooper ensured they were working on it.
Around 10 days later, I checked my Mr. Cooper account dashboard and it stated a solution is approved and it will generally take 3-10 business days to receive the documents.
I'll called several more times and received the same response until a phone call on XX/XX/XXXX ( approximately a month after approval ), I asked for an inquiry on the status of the loan solution because the documentation process was taking too long. I was told I should receive an answer to the inquiry within 5 days.
I called again on XX/XX/XXXX ; given the holidays, I thought this was ample time ( nine working days ) to receive an answer to the inquiry. I was told the inquiry wasn't submitted until XX/XX/XXXX and to wait another 5 business days for an answer.
I called again on XX/XX/XXXX, XXXX, XXXX, and XXXX and there hasn't been any change in status or answer provided to my inquiry.
My primary concern is that mortgage rates are steadily increasing ( over 0.75 % ) and if it's possible Mr. Cooper 's loan solution department is purposefully extending the process to significantly affect the loan solution and/or refinancing.
This is also affecting my loan options that are dependent on loan solution documentation.
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02/28/2019 |
Yes |
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- Trouble during payment process
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Web |
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Loan servicer since XX/XX/XXXX.
Escrow analysis of XXXX of XXXX showed a shortage, which would increased mortgage payment by {$600.00} a month.
Inquired within the company on XX/XX/XXXX, who offered to extend the shortage payoff over additional time which brought payment increase to $ XXXX month.
I paid the total amount due at that time, and the amount due was not the adjusted amount.
After submitting payment, the amount due was adjusted, I was not notified, and due to the adjusted amount, there was a {$400.00} difference.
In XXXX, as I went to make monthly payment, the account was marked Past Due. I called again to the company, they apologized for confusion, noted my XXXX payment, and the amount due did in fact adjust after my payment. The difference amount due of {$400.00} was paid at that time and account was brought to current status. This was reported to the credit union as a delinquent account.
My complaint is first, how does an escrow analysis show such a deficit where ones mortgage payment is increased by greater that {$600.00} a month!
Secondly, reported delinquency to the credit union due to past due amount, although the total amount due changed after the payment was made. ( Total due on XX/XX/XXXX. After the total due was paid in full on that day online, a later day the amount increased to by {$400.00} without notice to myself with email or call to I form amount changed and should be pain in full by XX/XX/XXXX.
I find myself extremely fustration and lacking any control. Will my mortgage increase yet again? Are they making correct analysis? They have been informed all along of the town taxes and insuramce rates. How does this happen? I am fearful, as a single mother of XXXX XXXX children, how can a mortgage amount changed so drastically?
Then the internal confusions of working with the company which results in credit reporting.
|
12/21/2018 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
|
- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
|
|
Web |
Servicemember |
I am filing a complaint today because I feel that they submitted a late payment on my credit report for something that was their fault and not mine.
This started after I was XXXX XXXX XXXX XXXX and placed on XXXX XXXX XXXX last winter. I had lost 2/3rds or my pay and I was struggling to make my payments. I had to take my Mr. Cooper Mortgage loan off of automatic payments because I was not getting my income regularly as before and not near as much. I was able to maintain my payments, but was late in both XXXX and XXXX with trying to recover from this incident. When I got back on my feet I decided to put my Mr. Cooper account back on automatic payments. I used their app to set this up in XXXX. I found it in XXXX that there was a late payment for XXXX on my account and got it caught up right away. I called Mr. Cooper about this and explained that I set this up on their app for auto pay and it didn't work and now it's on my credit report, and they said they would look into it, but nothing happened. I called and spoke with someone again and was told that the late payment was correct and there was nothing they can do because of the law and I explained that this was their fault. I understand that although I was injured and had issues outside of my control that both XXXX and XXXX are my fault, but the late payment in XXXX was an error on their part. I would like to purchase a house soon and this is a big deal concerning a VA home loan. I filled several complaints with the XXXX XXXX XXXX but the only response I received was there records show no payment was submitted, which if it didnt work it probably wouldnt show it in the first place. They apparently sent me emails about the missed payment, but as I informed them I have been getting spam email from the at least every other day so I dont get relevant emails about my account because I am unaware of it..
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11/22/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
- Foreclosure
|
|
Web |
|
I am the successor in interest to a family home in XXXX XXXX XXXX. It took numerous attempts over the course of a year to get Mr. Cooper the mortgage servicer to recognize this. Since then I have requested a validation of the debt and the payoff amount. I requested any and all available loss mitigation options to be presented. None of these have been done or provided. They have on multiple occasions tried to assert the property is vacant and send people to " maintenance the property '' to which I have responded on each occasion that the property is not vacant. I believe this was done to ultimately cause more fees to be assessed making it more difficult to keep the property. I have not been properly noticed of the immanent foreclosure. No proof that Mr . Cooped has the legal right, standing, authority to foreclose and sell the property. Upon my own investigation I have discovered Mr. Cooper is demanding the remaining principle of {$35000.00}, plus {$14000.00} in missed payments, and {$7000.00} in " lender paid expenses ''. There is no details as to what these charges are for. The {$14000.00} includes principle amounts that the are adding to the states remaining principle balance in an effort to get more money in profits that could possibly be owed. I believe this to be a unconscionable and deceptive practice that was done intentionally by the mortgage servicer. I called the servicer and the services attorney-in-fact to try and have the sales set aside because of failure to provide required documentation as prayer console state law As well as failure to have properly appraised prior to Initiating foreclosure proceedings. The company has a history Of predatory and wrongful acts towards customers. The company also informed me on a phone call that they were not going to follow state law even though they've been put on notice that they're in violation.
|
07/24/2023 |
Yes |
|
- Trouble during payment process
|
|
Web |
|
Mr. Cooper/Nationstar Mortgage is doing faulty & illegal business with our mortgage loan.
They bought our loan without notice, then improperly handled the transfer and our partial claim approval from our previous lender. They put us behind 2 months before even opening our account properly with Mr. Cooper.
They continue to claim that we are being sent certified mail on several occasions but they can not provide us with tracking information or signed receipts from the mail. We have attempted contact through emails and the email address we were provided came back as unable to be delivered. They are documenting phone calls to us from several different numbers and never leaving voicemails or return contact information.
They are now threatening foreclosure without cause. We are working with a recovery program and Mr. Cooper will not accept payments when we call to pay our monthly payment. They are demanding multiple payments at one time and continue to put us months behind.
We have attempted to address our concerns with the escalation department, and we are not being heard. They are not taking our concerns serious or accepting fault in this matter because their doings are unjust and illegal.
Nationstar Mortgage is currently being sued for these exact same actions, and many other illegal doings, on several other accounts. They are threatening to foreclose on our home due to financial errors on their part and they need to be held accountable, financially and for the emotional distress this has caused to our family.
There have been hundreds of complaints filed against Mr. Cooper/Nationstar mortgage within the last 6-12 months.
I am demanding a personal investigation into our account by a third-party company unaffiliated with Mr. Cooper or Nationstar mortgage. I would like this investigation done within the next 30 days from this date of request.
|
03/15/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
I am a XXXX XXXX who was affected by a shut down. Although this has happened my husband and I made plans to catch up with our mortgage payments by paying two payments each month. We called Nations Star Mortgage d/b/a Mr. Cooper who agreed to this over the phone and by sending up follow up mailings to this fact. The payment arrangement also shows up on their website when we log in. However, we have been harassed by collectors calling us as soon as a payment was debited from our account. We also have gotten text messages and automatic dialers as late as XXXX. This is at least our 10th time contacting CFPB concerning Nations Star about similar miscommunications, who coincidently, changed there name recently to Mr. Cooper. The times that I have answered a call from them, I ask them why were they calling me and I was told because we have not received a payment. This is the point where I lose it but I have already seen my bank account debit {$2200.00} payment to months in a row. They tell me they do not see this ... .At a time like this, when our income is at risk, but the company is receiving payment I find this to be harassment. We have contacted an attorney 's firm with this information because this company will only respond to this compliant once and say they did not wrong. They will send me pounds of payment history afterwards just to tell us what we already know, that they have received the payment. There are numerous violations we have suffered at the hands of this collection firm concerning our mortgage. As a federal employee, we have not received a lump-sum payment, but we have received funds to pay our creditors and now that paychecks have resumed, its time to re-pay advance loans that were given. I should not need to keep watching Mr. Cooper every mood when my income comes from the government. As a result, I will contact my government POC.
|
04/04/2023 |
Yes |
|
- Trouble during payment process
|
|
Web |
|
Two years ago, Mr. Cooper doubled my mortgage payment almost telling me I had a huge escrow shortage. I filed, thinking it was my taxes went through the whole process with the XXXX XXXX only to find out that my taxes werent the problem. Mr. Cooper was double texting me I spoke to Mr. Cooper and they fixed it now to years later in XX/XX/2022 I get a letter that my mortgage payment is going up almost {$700.00}, I immediately called them because theres no way I have an escrow shortage they told me that they look into it In XX/XX/2022 they called me and told me that the taxes were incorrect and they would be adjusted in XXXX when I went to make the payment nothing was changed. I called them back and they told me it takes time the end of XXXX still no change my payment I called them back. They told me that they would look into it again and never got a response back in XXXX. I called same problem. My taxes are doubled and they should not be theyre telling me I have an escrow shortage of {$4500.00} Which my annual taxes are only XXXX so does that mean you didnt pay my taxes for an entire year? What are you increasing? What are you charging me for they cant give me answers then they tell me that they look onto a website and thats how they see what the taxes are when I know thats a lie and they get a paper in the mail. I called my tax office and discuss it with my tax office. They gave me a breakdown of all the taxes I intern called Mr. Cooper back again to go over the taxes and explain to them that theyre overcharging me and I want my money refunded and my taxes fixed. I still have not heard back and discuss it with my tax office. They gave me a breakdown of all the taxes I intern called Mr. Cooper back again to go over the taxes and explain to them that their overcharging me and I want my money refunded and my taxes fixed. I still have not heard back.
|
11/05/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
My mortgage was recently refinanced & transferred to Nationstar Mortgage, DBA Mr. Cooper. On XX/XX/XXXX, I contacted them regarding my home owners insurance ( due for renewal in XXXX ), they informed me the policy had been paid that same day. XX/XX/XXXX I spoke to my insurance company & they stated no payment had been received. I paid the policy directly and contacted Mr. Cooper to inform them it had been paid, proof of payment had been sent, and I asked them not to disburse payment from my escrow account, I was ensured no payment would be sent. XX/XX/XXXX I received an email confirming payment to my home owners insurance. I contacted Mr. Cooper again to discuss my ( now ) negative escrow balance, while on the phone, I noticed the payment for my property taxes was scheduled for XX/XX/XXXX, however, my property taxes are due no later than XX/XX/XXXX. I contacted my assessor 's office to ask that my property tax bill be sent to my new mortgage company, they informed me they don't do that, the mortgage company should contact them. I made an escrow deposit to cover my taxes and have since contacted Mr. Cooper twice to discuss payment of my property taxes, they continue to tell me they will be paid before XX/XX/XXXX, however, my account still reflects a property tax due date of XX/XX/XXXX. If I knew I could pay my own property taxes and trust that a Mr. Cooper agent would property notate my account to avoid a double payment, I would do so, however, based on my experience with my insurance, I can't trust anything they tell me. Mr. Cooper has been my mortgage company for fewer than 60 days and in this time I have had to contact them numerous times. Wait times are typically 10 minutes and I have yet to speak to a competent agent. I shouldn't have to babysit my mortgage company to ensure they are making accurate escrow disbursements in a timely manner.
|
01/24/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
My home loan servicing contract was sold to Mr. Cooper. Previously it had been serviced by XXXX Bank.
Once the loan was serviced by Mr. Cooper there were a series of errors but the most serious is that Mr. Cooper is indicating that I owe them money for a lender paid expense from XX/XX/XXXX, when the loan was being serviced by XXXX.
I have contacted XXXX and they indicated that there is no such charge in their records.
I have escalated this to Mr. Cooper and their research department came back today and said that the charge is legitimate, though they have yet to provide any details or receipts of the charge. See below for the details from the research department at Mr. Cooper.
Dear XXXX XXXX and XXXX XXXX : We received your request on XX/XX/XXXX, regarding the lender paid expense balance on your loan.
Mr. Cooper has reviewed your loan and determined that the lender paid expense balance is valid and was assessed to the loan in accordance with your loan documents and our servicing requirements.
Therefore, the balance will not be waived or reimbursed. Any outstanding balance will continue to show in the total amount due ; however, it may be paid over time, or it will be collected at the time the loan is paid in full.
According to the terms of your loan, if the account becomes delinquent, the lender may do and pay whatever is necessary to protect the property and the lenders rights in the property. Furthermore, any amounts disbursed by the lender shall become an additional debt to the borrower.
As of the date of this letter, the lender paid expense balance is {$440.00} and includes the remaining balance for the fees and costs that were assessed by the prior servicer on XX/XX/XXXX. Please be advised, further information in regard to the balance was not included in the transfer file. Please contact XXXX directly for further information.
|
06/21/2019 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
Nationstar Mortgage is the Servicing company for my XXXX VA Mortgage. The Mortgage was included in a XXXX XXXX decree and was currently in default ; foreclosure was imminent. I had identified a buyer that would pay 100 % of the outstanding default mortgage. Nationstar required an excessive amount of time to prepare a payoff quote and when they finally did prepare one they did not provide the timelines requested. The title company was able to coordinate a closing for Friday XXXX XX/XX/2019 ; 1 day after the poorly timed Payoff Quote was good through from Nationstar. As part of the closing process, the title company included an additional 6 days of accrued interest to the required payoff amount quoted by Nationstar in the wire which was sent on XXXX XX/XX/2019.
Nationstar refused to accept the payoff amount. Due to their abusive and predatory practices, they delayed review and acceptance of the wire which contained a full payoff amount and now require an additional payment of more than {$1000.00}. This unconscionable display of delay in processing amounts to an observed posture of predatory fee collection on service members and veterans attempting to rectify a prior history of financial difficulty. In addition, the new owners attempting to invest in their community and the property they recently purchased are now exposed to unnecessary risk.
As of today, Nationstar continues to maintain their position as correct and we are required to start from the very beginning of the process again, more than a month after initially reaching out to them ; about a month after closing had occurred. Appropriate payment sent by our title agency was never accepted by Nationstar and they sent the funding back ; they appear to either be grossly negligent or purposefully predatory to mortgage holders attempting to appropriately manage their financial situation.
|
11/23/2020 |
Yes |
- Mortgage
- Reverse mortgage
|
- Trouble during payment process
|
|
Web |
Servicemember |
I'm a senior and a victim of wire fraud by Champion Mortgage!
In late XXXX I requested a payoff figure on my reverse mortgage from my then mortgage servicer, Champion Mortgage. They informed me that my payoff would be {$170000.00} and that figure was good through the end of XXXX. On XX/XX/2020, I wire transferred the funds to Champion to pay off the loan.
Eight days later, I received a letter saying my loan was being assigned to FHA with XXXX XXXX servicing the loan effective immediately. A mortgage assignment was filed with the XXXX XXXX XXXX on XX/XX/2020.
My understanding is that under the Truth-In-Lending Act, I'm supposed to be informed of this prior to the transfer. That did not happen.
I immediately called Champion to inquire about my {$170000.00} wire transfer. Customer Service at Champion rudely informed me they can't give me information because the loan had already been transferred to XXXX. They told me to contact XXXX.
After trying for nearly a month and half to find out what is going on, XXXX finally informed me and my fraud investigator that FHA could not record a satisfaction of mortgage because I still owed an additional {$580.00}. I was told to send them a cashier 's check ( XXXX apparently doesn't accept electronic payments or wire transfers ) and I would receive a written letter saying the loan was paid in full within XXXX days in the event a satisfaction of mortgage was not recorded.
On XX/XX/2020, I sent XXXX a cashier 's check for the {$580.00} via XXXX ( XXXX # XXXX ) The XXXX envelope was received on XX/XX/2020.
I contacted XXXX on XX/XX/2020 to see if the payment had been processed and was transferred from XXXX to an FHA call center. The woman was absolutely no help and would not or could not give me a straight answer.
To me a senior on a fixed income, this is wire fraud and Champion Mortgage stole my money!
|
09/17/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
Last XX/XX/XXXXI started a Home Loan Modification with Mr. Cooper. During these many months I endured horrendous treatment. The service was so bad, the follow up non-existent. The number of calls I had to make to get answers ( which were never the same ), the amount of personal financial documentation the was lost and resubmitted, the hours on the phone being passed around and disconnected, the lack of any kind of policy that requires their employees to return voice mail messages ... I am certain I am leaving out so much due to having to " let go '' of the stress this company caused me, unnecessarily I might add. NOW, someone at Mr. Cooper has gone into my online account and added an Escrow account that was agreed upon that I don't need. I pay my taxes in FULL and ON TIME every year for the last 17 years. Please see attached payment history. I can not afford the payment they are requiring now - it's hundreds of dollars more each month. It was explained to a supervisor many months ago, that I have a non-liquid account where I pull out property tax funds twice a year without penalty. I pay my property taxes this way since my husband passed away in XX/XX/XXXX. I CAN NOT AFFORD THIS MONTHLY PAYMENT WITH MY CURRENT SALARY. This escrow account for property taxes needs to be cancelled immediately. As agreed to last year by Mr. Cooper. I have called and left 2 messages for a gentleman by the name of XXXX. He doesn't return phone calls. My 3rd phone call was to their call center. I held for 32 minutes waiting for someone to answer, then spent another 30 minutes being placed on hold while a woman desperately fumbled around for answers and placed me on hold 5 times. When she finally came back for the last time she actually told me that they had paid my taxes for me and I now owed them money. Unbelievable. I am back in XXXX. TRAIN YOUR PEOPLE!!!!!!!!!
|
09/04/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
On XX/XX/XXXX i received a letter from Mr. Cooper Mortgage Company. I believe they changed their brand name, the company is known as Nationstar Mortgage LLC. The letter was to inform me that our mortgage was going to increase monthly by the amount of close to 3,000 dollars. The reason was because of an errant escrow payment they made of over {$27000.00} dollars to my local tax collector. I called to let them know of the obvious mistake and there was no one available to speak with. I mean literally someone on the phone told me there is no one to talk to about where these monies where spent and how a mistake could be made. I was told they'd look into and that was it. I'm still on the hook for a mortgage almost 3,000 dollars more than I usually pay every month. In 7-10 business days i would get a call back. But that's all they can do. They can provide no information on how the mistake was made and once the decision is made in 7-10 days they didn't have an answer to the next step if they don't make a change to the wildly incorrect amount or when the money would be returned.
Further. When we purchased our home we put down less than 20 % so were required to pay PMI amount until 5 years had passed or we achieved a balance owed of less than 80 % borrowed. We achieved that. When called to have the PMI removed it was told to me that i had to pay to have our house appraised in the amount of 400 to 700 dollars ( then couldn't tell me how much ) to assure the house has maintained value. That wasn't what we signed i kept the closing documents. She then told me on the phone that she was just going by a computer program not what our actual documents said. How does that even make sense?
This isn't the only time we have had serious issues with this company but definitely the most recent. I would strongly encourage anyone to steer clear of this company.
|
07/08/2020 |
Yes |
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
Servicemember |
My husband ( an active XXXX ) and I applied for a refinance with Mr Cooper mortgage services on XX/XX/XXXX. They already have our existing VA loan and we requested a streamline IRRRL with an expiration date of XX/XX/XXXX. At the time the rates were very good and we were reassured that they will take care of our loan so we turned down multiple other offers. We have not needed to change anything on our end, not the POA or home insurance or anything that was reviewed multiple times by Mr Cooper during this process. The only change since initial application is that my husband 's credit score has increased 100 points many months ago. I feel like we are being deceived by Mr Cooper. They keep extending the rate lock of 2.75 percent over and over again. The most questionable thing that keeps happening is the loan processor XXXX XXXX calls me on the phone to tell me not to pay the mortgage as we are about to close and it may hold up the process. In XXXX she told me not to pay for XXXX and I told her via phone conversation that I was uncomfortable with that and went ahead and paid. It seems I did the right thing because the refi still has not closed as of today XX/XX/XXXX. She told me to delay in XXXX for the XXXX payment as well which I did and I think they charged me a penalty. She again told me this month I did not have to pay as the refi will definitively close as of XX/XX/XXXX. I repeatedly called and emailed both her and her management all last week to respond on the status of the loan without answer before finally paying yesterday. So are they trying to incur penalty fees or find a way to not process our loan by misleading us or both? They won't tell me why the excessive delays on what is suppose to be the easiest loan to process even though I have asked many times. My phone calls and emails generally go unanswered which is very frustrating.
|
07/02/2023 |
Yes |
- Mortgage
- Other type of mortgage
|
- Trouble during payment process
|
|
Web |
|
Loan servicer committed multiples breach of contract acts, fraud by deception, Assignment of Mortgage is fraudulent and bogus, securing nothing. The Note and Mortgage were separated at settlement when XXXX XXXX XXXX XXXX XXXX XXXXXXXX nominated MERS as Mortgagee, while the beneficiary under the note remained. Fraudulent Assignment voids the Mortgage.
XXXXXXXX XXXX XXXX XXXX XXXX XXXX, which sold the unauthenticated promissory note to Nationstar mortgage d/b/a Mr. Cooper Mortgage have no authority to foreclose on my property by filing titled Records of Releases and Other Actions. The crime in continuation and theft by deception included the Warranty Deed, Deed of Trust, Appointment of Substitute Trustee, all filed fraudulently to give XXXX XXXX XXXX XXXX XXXX XXXX/Nationstar mortgage d/b/a Mr. Cooper the appearance of authority to enforce the power of sale clause in the deed of trust. However, the bifurcated mortgage separated the paper promissory note from the paper security instrument rendering the Deed dead. The Deed of Trust was rendered a nullity the instance MERS was named as the beneficiary because there was no lawful method to perfect the lien in another partys name without that party being the owner/holder of the promissory note regardless of how many times they attempted assignments or transfer of the property I own, through their own actions they voided the Deed of Trust XXXX the only enforcement tool to legally foreclose on the property.
XXXX XXXX XXXX XXXX XXXX XXXX /Nationstar d/b/a Mr. Cooper Mortgage is nothing more than a third-party debt collector masquerading as the note holder and forcing sale of property not legally entitled to foreclosure doing so committed fraud upon the court and filed fraudulent financial statements in public records.
CC : Sheriff, Police department , County Attorney , County Recorder
|
01/19/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
We refinanced our loan and Mr Cooper Nationstar bought the loan shortly after. Our paperwork clearly states our first payment was due XX/XX/XXXX. When we were able to finally view our loan on their website ( around XX/XX/XXXX ), it had a loan origination date of XX/XX/XXXX.
I called on XX/XX/XXXX at XXXX and first spoke with XXXX who transfered me to XXXX XXXX XXXX stated that the paperwork did reflect a XX/XX/XXXX start date, did not find our pmt mailed on XX/XX/XXXX, but said they got it passed on to the approprate group and to give it 3-5 business days.
On XX/XX/XXXX XXXX XXXX I called and spoke with XXXX. I told her about my previous conversation with XXXX and noticed that the pmt we sent on XX/XX/XXXX was posted as of XX/XX/XXXX, but the system still had the loan 1st due date of XX/XX/XXXX vs XX/XX/XXXX and that had not been fixed yet and our due date should be XX/XX/XXXX per that pmt received. She talked with the appropriate people and said we should be good in 3-5 business days.
On XX/XX/XXXX the website still had the incorrect due date still stating XX/XX/XXXX with the 1st pmt due XX/XX/XXXX. I called and spoke with XXXX at XXXX XX/XX/XXXX. I referred her to her notes I was sure they had and reiterated the above. I also pointed out that we are now getting calls for this pmt due to their error and that the 60 day window XXXX talked about where things are not reported to credit is closing fast. I told her I needed this fixed today as more than enough time has passed to do so and said I would initiate a complaint if not. She put me on a long hold, came back and said she could get a hold of no one in that department, or any manager. I made sure she had my contact info and told her the complaint was going to be processed. I do not know if I will get a callback today or not from the department that allegedly is suppose to fix this.
|
11/17/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
RightPath Servicing has claimed to have obtained insurance on my property, policy coverage from XX/XX/XXXX to XX/XX/XXXX. I have NEVER received proof of this insurance policy, of which RightPath Servicing is claiming I am responsible for paying.
RightPath Servicing had claimed, in their first letter regarding my insurance coverage on the property, that I did NOT HAVE insurance, or they had not received proof of insurance. There was no initial mention of the type of insurance coverage they were insinuating my property did not have. The previous servicer had in their possession, proof of insurance that they should have ( probably did provide ) provided to RightPath Servicing. After months of back and forth over this issue and me sending proof of my current policy, RightPath claimed wall in insurance, which is a slang term, was not listed in my master policy. I asked them to explain walls in insurance as I had never heard of that type of insurance. At NO TIME, until just recently, did RightPath Servicing state XXXX insurance is what they were requiring. RightPath Servicing engaged in deceptive practice of clouding the issue in order to prevent me from obtaining this fairly inexpensive XXXX insurance. RightPath Servicing is charging an OUTRAGEOUS amount of money for a policy they claim has been purchased but has never provided any proof of its existence.
In a response letter to my complaint, dated XX/XX/XXXX, RightPath Servicing uses the term XXXX as the insurance coverage they claim to have obtained on my behalf. RightPath Servicing claims to have purchased this insurance as of XX/XX/XXXX and is expecting me to pay for said insurance from that date. Correspondence through the CFPB will clearly show deceptive behavior by RightPath Servicing if their claim is true, that they have purchased insurance on my behalf as far back as XX/XX/XXXX.
|
02/14/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Credit monitoring or identity theft protection services
- Billing dispute for services
|
|
Web |
|
We have our mortgage through Mr. Cooper. This company purchased the mortgage from a previous mortgage company. I had set our mortgage payment as a recurring bill pay payment from our checking account. On XX/XX/2021 our payment came out of the checking account. For some reason it was sent back to our checking account on XX/XX/2021. We normally receive our mortgage statement mid month. We did not receive the XXXX statement until XX/XX/XXXX. It showed the double mortgage amount due plus a late fee. This is when I started my research and found that the payment had been sent back. I attempted to contact the Mr Cooper on Monday, XX/XX/XXXX. They were closed. I manually made my XXXX and XXXX mortgage payments through bill pay but did not submit the late fee. On Tuesday, XX/XX/XXXX I spoke with a customer service representative and she documented everything and was going to reverse the late fee. She also gave me an email address to submit everything so that our credit report was not affected. I submitted my statement along with a copy of the page from my bank statement that shows the payment coming out and then refunded. Their letter stated that they reported everything correctly which was vague to me.
I checked my credit report but everything was reported through XX/XX/2021. I recently checked my credit report and they reported a late payment. The late fee has not been refunded either. I am currently on hold trying once again to get the late fee reversed.
If I had received the mortgage statement mid month as normal the payment would have made sooner. This incident has changed my credit rating from exceptional to very good and my XXXX score has dropped XXXX points.
I just got off the phone with customer service and they say they are going to reverse the late fee and resubmit my claim. I feel I shouldn't have had to resubmit anything.
|
08/03/2020 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
|
On, XX/XX/2020 at approximately XXXX XXXX, I contacted Mr. Cooper, my current mortgage holder/servicer, by phone, to discuss a possible refinancing or home equity line to finance home repairs. I was asked about my employment and answered that my wife is self employed and I have an employer. The representative told me that currently, they are not underwriting self employed persons and so therefore only my income and credit information would be considered.
I was asked for permission to pull my credit report, which I gave. I was not asked if it was okay to pull my wife 's credit report and the representative had just explained that she could not be considered with regard to this loan. Because we use credit monitoring services, we were immediately alerted to the fact that a hard credit inquiry had been made on my wife 's credit report.
A hard inquiry is a 25 point hit to the credit score, and my wife has been working to rebuild her score and is judicious about things that would detract from it.
We were told she could not and would not be considered in the loan review, so her credit information should not have been pulled. Furthermore, before initiating the credit inquiry, if they had asked me to provide my score, I could have provided it and they would have known it was below their threshold. So, for us, merely asking for information about the financing possibilities resulted in a credit denial and derogatory marks on our credit record for simply seeking information to make decisions with.
This is a problem not only with the company 's practice in this instance, but also with the credit system. Seeking information to make good decisions with should not result in derogatory marks on credit. It's completely counterproductive to consumers getting information to penalize consumers for seeking the best credit terms available to them.
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03/22/2022 |
Yes |
- Mortgage
- Other type of mortgage
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Web |
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The signing of loan modification documents!
I have completed my three payments as terms of agreement of the loan modification.
The loan modification loan docs arrive. Looking through loan modification docs my mother name is on it and my name only. My father was the primary borrower. Makes absolutely no sense why my dad 's name is not on the docs. Mr Cooper has both death certificates for my deceased parents.
I was contacted by the first Notary to come by and get loan docs signed. She keep asking about my mom and if she would be here to sign loan docs I told her my mother and father are both deceased and my father was primary borrower he is not even on the new loan docs and I also told her Mr. Cooper has the both death certificates for each one that's how this loan modification got stated I informed her my dad was the primary borrow and my mom was just on the loan. The first Notary claimed she was at my house and no one was home. She stated she was at my door from XXXX to XXXX AM my door was open and there was construction going on in the building next door. That's why I left door open. I called Mr Cooper office to let you know the situation. Given the information above by the Mr Cooper representative. I informed him it's XXXX AM I standing on my porch why would I be calling.
Schedule Second Notary she arrives and as we are signing docs she put a line through my mother 's name while we completing the signing of docs. Mr Cooper reject the line through my deceased mother name. Get second set of new loan modification docs sign all of them again. All seem good.
Just got a call from third notary indicating you rejected those loan docs again. Spoke to new Notary she is now asking me about my mom again to see if she will be here to sign loan docs. Here we go again around and around with this XXXX again.
XXXX XXXX XXXX XXXX XXXX
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12/14/2018 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
Servicemember |
While I was on XXXX XXXX I was medically retired and during my last two months of service I had to sell my house and move and I listed the property and we got into contract in XXXX of XXXX. I had never missed a payment or been late at this time. The title company requested a payoff from Nationstar now renamed Mr. Cooper in XXXX and it was delivered and our closing date was set for the last business day in XXXX the XXXX. The escrow had to be extended because of delays by the borrowers lender and we weren't able to close until the XXXX of XXXX. I called Nationstar the first week of XXXX and they said the payoff demand had been updated to include XXXX payment and that I could either make the payment or it could be added to the pay off demand, we went the payoff demand way because title recommended we do that to not have to request another.
We closed and they received their full pay off. Then I retired from the XXXX in XXXX and moved. In XXXX of XXXX I had my credit run and my lender told me I had TWO 30 day late payments for my mortgage from Mr. Cooper one for XX/XX/XXXX and the other for XX/XX/XXXX. We closed XX/XX/XXXX and the closing statement reflects that's, how was I late in XXXX by 30 days and I followed what they had told me to do and now they were punishing me.
I called Mr. Cooper and went through their 30 day review process it took over 75 days and they only sent me a letter saying they were right. I called and asked how that was possible when I had followed their guidance and I didn't even own the house for 30 days in XXXX and they told me that they were right and there was nothing I could do about it. I explained that as a XXXX Veteran their actions were causing hardships on my family, I had NEVER missed a payment or even been late for over two years with them and they said it wasn't their problem and hung up on me.
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06/29/2023 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
I went into Covid Forebearance with another company XXXX during the pandemic. I started my loan modification to get off of forebearance in XX/XX/XXXX. XXXX had completed my application and sold my loan simultaneously in XX/XX/XXXX.
They sold my loan to Mr. Cooper also known as Nationstar Mortgage. I was told they would honor my previous completed loan modification with XXXX, they reneged on that. Then I was told I would need to complete a loan modification with them instead. I submitted all required documents in XXXX XXXX then over the course of 7 months I had to submit over 100 documents to Mr. Cooper ; many of the documents were repeats of the same documents I had already submitted. Mr. Cooper was so disorganized that they were not able to sort through the documents already given to them. They constantly took so long that my bank statements would go over their 60 day due dates.
I have been unable to make a normal payment on my loan throughout the entire loan modification process, I have been unable to complete the loan modification due to Mr. Coopers ineptness. In XXXX XXXX my loan was marked as delinquent and my credit score dropped XXXX points, even though I have requested and complied with every requirement to get off COVID forebearance for 16 months. I have asked several times to escalate my loan modification to get the process moving.
I am blocked from making a payment to them and I am stonewalled from completing my forebearance loan modification for over a year.
Now my credit has been decreased by XXXX points because Mr. Cooper has been unable to complete a loan modification over the course of 7 months despite hundreds of calls and hundreds of submitted documents.
I am blocked from paying by Mr. Cooper while in a loan modification status while simultaneously are being punished for not paying on my credit score.
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12/11/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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1. Due to local revaluation above lender recalculated my escrow payment component, increasing my total payment by {$240.00} to $ XXXX, effective with the payment due XX/XX/XXXX. I don't recall receiving the required notice by email but am not complaining on that basis. ____________ XXXX. Unaware of this, I automatically paid my historic balance a few days early. ( this was improperly applied to Additional Principal ) I received payment reminder calls saying my bill had not been paid. On XXXX I spoke with a phone representative and paid the missing {$240.00} and was told both would be applied to my monthly payment.
____________ XXXX. Despite that payment being taken that day, it was not applied to my bill, and the online account reflected that I still needed to pay another {$240.00}, which I did alongside my regular payment.
____________ XXXX. Due to the errors in Para. 2 and 3, a late fee of {$4.00} was incorrectly applied to my account.
____________ XXXX I paid my XXXX bill a few days early in the updated, full amount, bringing my account more than current over the XXXX months since the monthly payment changed. Despite this, my bill reflected Incorrectly that I still owed over XXXX in past due bills.
____________ XXXX. I spoke with an agent by chat on XX/XX/XXXX. They noted that payments would be applied to principal if made before the " due date '' of the first of the month unless they changed their system. They agreed to change my assignment defaults and recharacterize the old payments to correct the issue. However, that resolution was not processed on all of the payments as discussed ____________ XXXX. As of now, following the second customer service interaction to correctly characterize payments of the past 75 days, my XX/XX/XXXX payment is listed as Additional Principal, my XXXX payment is listed as " unapplied funds ''
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06/24/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American, Servicemember |
Sates Attorney XXXX XXXX suggested I contact you. I have no idea if you can help us but I certainly hope you can.
My Mom, XXXX XXXX, is XXXX XXXX XXXX and she has a mortgage. Since the inception of her mortgage she has continually paid her own property taxes and house insurance separate from her mortgage. About XXXX years ago ( although I just recently found out about this ), Around XXXX of 2019, Mr Cooper bought my Mothers mortgage and we began paying them. She has an approx.. {$84000.00} mortgage at 2.65 %. She has always paid her own property taxes and house insurance separately.
She has never missed any payments.
Somehow Mr Cooper is stating they paid her property taxes and house insurance, even though she did all along, and that she owes them approximately {$11000.00} in penalties and fees. I contacted them and they are adamant about these fees even though every month her actual mortgage payment was around {$700.00} she paid them {$820.00} a month.
This seem very predatory to me. She can not afford an attorney and we desperately need your help. Her property taxes around $ XXXX, Her house insurance is $ XXXX and Mr Cooper is telling me she needs {$9600.00} in equity. This is just wrong on multiple levels.
Her address is : XXXX XXXX XXXX XXXX XXXX XXXX XXXX IL XXXX PIN : XXXX The mortgage company is : Mr. Cooper XXXXXXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX Tx XXXX Phone : XXXX Account Number : XXXX It seems they are trying to take her house and we really need your assistance.
We ( Mr Cooper and I ) have been going back and forth on this and they sent me ( for my Mom a letter, PDF attached..
For XXXX years. Mr Cooper did not claim her Senior Citizens discount so theyh overpaid her taxes by ~ {$4000.00} which I feel Mr Cooper owes my Mom. Please let me know if you can help.
Thank You for Your Time XXXX XXXX XXXX
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03/20/2019 |
Yes |
|
- Applying for a mortgage or refinancing an existing mortgage
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|
Web |
|
XXXX XXXX XXXX XXXX. XXXX Home loan fianced amount XXXX Down payment XXXX This loan took forever to close. We went back and forth because of credit issues. However, I paid off everything except my cars on my credit report. People were pulling my credit report all the time which was making my score continuing to go down. I had already had a commitment for a mortgage and all the demands were met, but for some reason the back would not give me the clear to close. So this company took it in the own hand without asking me and switched lenders. I was just going through my email and noticed there were documents for me to sign. These days I thought it was a scam, but I thought I would check with XXXX and see if it was something they did. Sure enough it was and I would told to open it up and sign them ASAP. XXXX me I do so, I was told everything was the same. From that point I heard nothing from them for 10days. I received a phone call from my attorney XX/XX/18 and said we were closing in 2 hours and bring my checkbook. When I got to the closing, the closing figures were still coming in. Remind you, I am a first time home buyer, FHA loan, 5.50 % because I had a low credit score, now I had to put 10 % down I was told at one point with closing costs and 10 % down on a XXXX loan it was be XXXX. Keep in mind my credit is all paid off. Well guess what, at closing I needed XXXX Plus XXXX for a XXXX Credit Card that I was an authorized user on and XXXX. on XXXX XXXX that I was also an authorized user on for my daughter. I did not have that extra money but had to pay in order to close. XXXX never informed me of any of that. I have never heard from them since they changed lenders on me. They stole from me, damaged my credit even more, and fudged numbers. The lawyers I worked with even the bank attorneys could not believe what they were seeing.
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01/23/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
|
Once again, the agents at Mr. Cooper are not doing their jobs and there are multiple people at play. Starting with the email correspondence on XX/XX/2022, stating incorrectly that 3 consecutive payments were not met on the account and to contact again in XXXX. It would've been XXXX, which was corrected by another agent. I tried to contact their PMI department multiple times in XXXX and received no response. I returned two phone calls and got routed to the incorrect department. I tried again in XXXX, which is shown in the chat transcription. The agent represented themselves as working for the PMI department, but somehow did not know what XXXX XXXX pathway was. After multiple corrections, they finally sent my PMI removal request to another department. Only to receive another incorrect response which speaks to an original home valuation of {$490000.00}. Referring back to the email, you will see CLEARLY, that the original sales price was {$380000.00}, not {$490000.00}. Also referring back to the email, was an incorrect Principal balance of {$330000.00}. At the time of the email, it was {$320000.00}.
I have made myself clear on multiple occasions, that I have XXXX interest in hearing about pathways that do not apply in my situation. I know how to do math properly! I said multiple times that the house easily appraises for more than {$440000.00}, which is proven on their own website and their " computer generated '' value via Fannie Mae. I have had it with people who don't do their jobs! The IXXXX XXXXXXXX should have been schedule a long time ago and it has not been done. There has not been a single email with the proper documents sent over, any schedule for someone to come out or anything of the sort. I should not have to send multiple requests for the same thing, just so I get lucky that someone knows how to do their freaking job!
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04/07/2023 |
Yes |
- Mortgage
- Other type of mortgage
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- Trouble during payment process
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Web |
|
In XXXXXXXX XXXX XXXXXXXX, I refinanced my USDA loan with Mr. Cooper/Nationstar. I didn't realize at the time, but Mr. Cooper failed to add my PMI payments to the final closing disclosures my husband and I signed. As a result, the payments were never added to my monthly mortgage payments and thus never paid to the USDA. In XXXX XXXX XXXX Mr. Cooper must have been alerted by the USDA that they had not received their annual PMI payments so Mr. Cooper withdrew the entire amount of {$770.00} from my escrow account to pay the USDA. They then did an escrow analysis in XXXXXXXX XXXX XXXX which showed that I, of course, had a significant deficit. They claimed to have sent a letter and if they truly did then I did not receive it as a result of Hurricane Ida which devastated my area the same month. I did not become aware of a problem until my XX/XX/XXXX mortgage payment overdrafted my bank account because Mr. Cooper changed my payment amount from {$1100.00} to {$1300.00} to cover the escrow and now they have started adding the PMI they hadn't been charging me for nearly 2 years. I called them immediately and they explained everything about the escrow shortage but did not understand why I hadn't been charged PMI until I had them check copies of the closing disclosures. Once they realized their employee, XXXX XXXX, made the mistake, they informed me she longer worked with the company and refused to work with me to correct this. They doubled down and said I was going to pay the money back to escrow and pay the PMI regardless of what my signed disclosures stated. At this point and after consulting with professionals, I was advised to refinance again but into a conventional loan. I started that process immediately and in XX/XX/XXXX I no longer had a mortgage with Mr. Cooper/Nationstar and I was out XXXX of dollars due to their incompetence.
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03/07/2022 |
Yes |
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- Trouble during payment process
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|
Web |
Older American |
Back in the fourth quarter of 2021 I applied with Mr. Copper mortgage company to have my Private Mortgage Insurance ( PMI ) removed from my loan. I was told that I would need to pay for an appraisal of the property at XXXX XXXX XXXX XXXX XXXX, Mo. XXXX.
I agreed to this and they said they would have the appraiser contact me, I setup a meet with my tenant and the appraisal was done. After more than six weeks I called Mr. Copper and they said the appraiser did not turn in the paperwork.
I asked what were they doing to contact the person, because I knew from my tenant that he had performed the job, and this was the second time I had ordered an appraiser on this property to get the PMI taken off. Finally I called XXXX XXXX customer service and they got it taken off and said it would be effective XXXX XXXX. I called Mr Copper and told them I was sending {$630.00} because XXXX XXXX said my PMI was no longer needed. Mr. Copper sent me a letter saying that my PMI in the amount of XXXX had been removed this letter was dated XX/XX/2021. I sent Mr. Copper payment for the amount of {$630.00} for the XX/XX/2021 payment which I showed it would be with the {$57.00} removed. Then they raised my XXXX payment to {$740.00} and then they corrected that after they ran an escrow review and said my XXXX payment would be XXXX for a {$21.00} increase of my taxes insurance stayed the same. I paid the shortage amount in a separate check {$250.00} thinking it would keep my payment the same, but it only decreased it to {$640.00} I was told I would have to wait until next XXXX. I requested to do my own Escrow and was told I do not have enough equity in the house to do my own escrow, but had enough to remove my PMI? They also said I could not because there had been lender placed insurance on this property. Please examine the paperwork that I am including.
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05/18/2021 |
Yes |
|
- Applying for a mortgage or refinancing an existing mortgage
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|
Web |
Servicemember |
since 2019 of XXXX when i have been struggling to pay on my mortgage XXXX has at every step of the way done things that have been intentionally misleading and deceptive : 1 : list a post office box, fax number, and email were correspondence is presumed to be received in a reasonable amount of time but makes zero mention of a lag so if there is a due date of the XXXX and the documents are received on the XXXX depending on where the day falls it could be technically be thought of as late cause it takes so long for them to go through all the submittals from their customers. There is no instances where this is stated in the contract cause 2 : When asked about the act 91 notices that are specifically tailored for Pennsylvania Nationstar only provides vague documents that satisfy company requirements and some attorney think tanks legal ambitious loophole so the actual agencies that need these documents will reject the consumer morgatee cause the document needs to be specifically nuanced in a way that it shows the need for this subsidy 3. When applying for a modification Nationstar changes the criteria even after the method and requirement is already established 4. they offer disingenuous rhetoric guised as customer service and provided phone numbers to nowhere so can vent on the voicemail only to have nobody of importance to call you back 5. since inception i would send correspondence to this company only to have it rejected because they claim they are inundated with so much traffic it takes 3-5 business days for them to disseminate the information only to tell you it wasn't received even though it was electronically timed stamped days prior before the agreed due date and there is nothing with language within its modification or the contract that states that correspondences are subject to clerical or work force lags .. ridiculous
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04/05/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account information incorrect
|
|
Web |
|
Nationstar has lied to the CFPB and XXXX credit rating agencies about the status of my account. Nationstar states that my account was late. On two occasions Nationstar incorrectly handled my homeowner 's insurance policy resulting in errors in calculating my escrow account which resulted in changes to my mortgage payment amounts. Given that I automatically pay my mortgage through my checking account Nationstar 's mortgage payments are paid in time.
However, Nationstar has created a statement that was never sent to me that states they notified me of the error in their account. On the first occasion in XXXX Nationstar paid from escrow a duplicate payment for one home hazard policy. This occurred again in XXXX after repeated calls and notifications from me that I had paid the insurance policy in full directly with the insurance company.
CFPB nor Experian have adequately investigated the fraud and lies at Nationstar. I am enclosing additional documentation from my account that shows the duplicate payments and if CFPB would like to see the malfeasance at Nationstar I would suggest a more comprehensive investigation into how Nationstar is using inaccurate escrow calculations and false statements to steal money from homeowners and lock homeowners into high fee mortgages through fake credit reporting in collaboration with XXXX and potentially other credit rating agencies for a fee.
This is abhorrent in intolerable and should not be allowed by CFPB to continue. Now that we are in a pandemic crisis a financial disaster will be exploited by firms like Nationstar and XXXX. XXXX and Nationstar will contribute to the longest financial failure in this country as the true business practices are uncovered in this pandemic crisis and CFPB has a role to play to address and uncover the fraudulent business practices of these two firms.
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08/31/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
Older American |
the mortgage was transferred from XXXX XXXX XXXX to Mr. Cooper in XXXX as the new mortgage servicer and all monthly were made and the account is up to date.
As such Mr. Cooper without my knowledge obtained the property tax records and added the {$1300.00} tax amount for this year to the mortgage escrow impound. Resulting in the mortgage payment increasing from {$890.00} to {$1200.00} beginning XX/XX/XXXX. Note : ( this home maintained a Homestead exemption due to the previous owner XXXX it was afforded a tax exemption so taxes were not paid ) This new payment exceeds my ability to continuing paying the mortgage. Funds to pay the taxes had been set aside and available since XX/XX/XXXX of which I have the responsibility of paying not Mr. Cooper.
I have not been able to get a resolution to this issue as Mr. Cooper agents have claimed that I am not an authorized person on the account to access information on the Escrow question and therefore are not able to discuss any account details with me.
The Letter of Administration for the Estate issued on XX/XX/XXXX from XXXX XXXX XXXX Court was sent to previous mortgage servicer ( XXXX XXXX XXXX ) in XXXX of XXXX but apparently was not included in the account records received according to Mr. Cooper service representatives.
The Letter of administration was emailed to Mr. Cooper on Tuesday XX/XX/XXXX and again today with additional clarification as to why they were sent to MR. Cooper.
I am not in a position to pay a XXXX monthly mortgage payment going forward, I gave Mr.Cooper until Wednesday XX/XX/XXXX for access that they are withholding for and providing an answer on my request correct the Escrow analysis by removing the {$1300.00} tax amount as they are not authorized to collect and pay the taxes. As noted the funds to pay the taxes have been available since XX/XX/XXXX.
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05/24/2023 |
Yes |
|
- Trouble during payment process
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Web |
|
We were approved & all funds dispersed to Mr Cooper from NY State Homeowners Assistance fund on our mortgage # XXXX in XXXX of XXXX. We received proof from NYS that Mr Cooper was paid 3 paymentsthe first to bring our mortagage current, the second for 3 months of payments and the 3rd for another 3 months of payments ( 6 full months of advance payments ) This brought us to XX/XX/XXXX with a small credit to be applied upon us resuming our monthly payments. Instead, our funds from NYS were incorrectly applied by Mr Cooper ( toward principle ) and then reversed due to that misappropriation by Mr Cooper. Two payments were then never reapplied to our balance so we were being told that we had past due mortgage payments in excess of {$5000.00}. I have spent months on the phone talking to countless people to resolve this issue without success. Essentially Mr Cooper stole our NYS Homeowners Assistance Fund money and are now sending us letters saying we are in risk of foreclosure and we are over 175 days past due. I have sent countless documents of proof and even a line by line breakdown of how payments should have been applied and the line by line balance. After months of fighting with Mr Cooper to resolve this issue we still have not had the payments applied to our account and our risk of foreclosure letter has a must resolve date of XX/XX/XXXX. We are not in default on our loan and have made payments for the months of XXXX and XX/XX/XXXX but our HAF money has still not be applied. Months into this, they are now finally confirming from their end that the payments were indeed received from XXXX our documents show. However, these funds from XXXX XXXX have still not been applied to our account. My Cooper has not only stolen our NYS funds.they are also threatening foreclosure on our forever home we have lived in for almost 20 years.
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04/30/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
|
On XX/XX/XXXX I received a notice from my credit reporting company that Mr. Cooper DBA Nationstar, the servicer of my mortgage, filled a delinquency notice on my mortgage which is the basis of this complaint.
On XX/XX/XXXX I went to increase my principal payments against my mortgage. This led for some reason Mr. Cooper DBA Nationstart to double withdraw the amount of {$1500.00} which they then reversed a payment for one of the charges.
On XX/XX/XXXX Mr. Cooper DBA Nationstar once again changed {$1300.00} Plus and additional principle payment of {$250.00}. And once again they reversed the payment.
None of this I was aware of as I'm on autopay and this money comes out from a savings account that I fund annually to pay my mortgage.
I then received communication at the end of XXXX that my account was past due. I called customer service, and the agent explained there was some mistake with the autopay. Infact, also noticed that my account information was not mine. IE the direct deposit information was changed without my consent or knowledge, and it was someone else 's bank information. I have no idea how this happened and the customer agent did not either.
I then immediately made two payments of {$1300.00} on XX/XX/XXXX and Mr. Cooper DBA/Nationstar agreed to refund all late fees and apply any additional interest charged to my principle.
Then on XXXX I received a notice from my credit reporting company that Mr. Cooper DBA Nationstar, the servicer of my mortgage, filled a delinquency notice. This dropped my credit score from XXXX to XXXX. In my entire adult life my credit score has never been this low. I have spent my entire life building this credit score. Now this company can ruin it overnight because of their own ineptitude and lack of oversight?
I have reached out but have not yet heard back from the company.
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04/27/2022 |
Yes |
|
- Struggling to pay mortgage
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|
Web |
Older American, Servicemember |
My husband who is a 100 % combat related XXXX veteran died on XX/XX/XXXX. Our home mortgage is in his name. I as the surviving spouse reported his death to Mr. Cooper mortgage company. With XXXX effecting so many people I was offered forbearance for a year. I graciously took this. At the end of the year, I was told that I had forbearance till the end of XXXX, XXXX. I would be given the opportunity to renegotiate the mortgage terms as of XXXX, XXXX.
I have contacted Mr. Cooper on numerous occasions to get this process accomplished. Every time I am told that I did not send them complete information. For example, Mr. Cooper wanted verification of XXXX XXXX. They said they would accept either a letter from XXXX or 2 months of bank statements with the XXXX XXXX credited to my account. I gave them 2 months of bank statements. And I highlighted the deposits on each month to make it easy to identify. Six weeks after I submit these statements, I get a call from Mr. Cooper stating that they will NOT accept those bank statements and that they want the XXXX letter for the years of XXXX, XXXX, XXXX and XXXX. I immediately requested this information from XXXX but will have to wait for my request to be processed and sent to me via postal mail, before scanning and submitting to Mr. Cooper.
It is now the end of XXXX, XXXX. I am constantly getting more and more requests for Mr. Cooper and each time it is delaying the restructuring of this mortgage. I wanted to get this done in XXXX, XXXX before the interest rate XXXX so that I could get a lower mortgage payment.
I feel that this mortgage company is deliberately stalling the restructuring of this mortgage so that the interest rate will be higher and my payments would be increased. This is no way to treat the widow of a career XXXX veteran that became XXXX due to his time in service.
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01/19/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
|
XXXX RE XXXX XXXX XXXX XXXX Ca XXXX, MR Cooper loan number XXXX XXXX XXXX XXXX I wrote and spoke with Mr Cooper in XX/XX/XXXX telling them that a lien threatening the property had been served upon us from the XXXX XXXX XXXX for some XXXX that had not been cleared with the last refinance some 10 years prior. Despite this Mr Cooper did nothing. I reached out again on XX/XX/XXXX as the city has again contacted us and aid that this lien has not been paid and is growing and that they are way over due on calling the loan in. Mr Cooper acknowledge the same on 10-19 and promised a response by XXXX to me. I am not on the loan with XXXX, but hold title and further actually electronically make all the payments on this loan. I say this because they wrote, and will say, ( that because of " privacy issues '' they have not responded. Both XXXX and attorney XXXX XXXX is authorized and further, I am contacting them about title not payment and account issues that I already pay ). I have asked for their assistance and position on executing the title insurance policy that I paid for and provided them upon the last refinance of the home that would also place them NOT in a 3rd position, but in the first security position. Certainly, they should want this. They have continued to ignore me. I have noticed the XXXX XXXX dollar XX/XX/XXXX settlement as well as many others showing what I believe is XXXX " purposeful manufacturing of mortgage defaults on consumer loans and this is causing me great stress and harm with the constant threat of foreclosure. I feel very strongly that as a servicer, Mr Cooper as a servicer has an absolute responsibility to maintain an environment of clarity and safety to consumers and not try to again go back to the old days and hope and wait for us all to walk away from our homes out of frustration..
XXXX XXXX XXXX
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12/26/2019 |
Yes |
- Debt collection
- Mortgage debt
|
- Communication tactics
- You told them to stop contacting you, but they keep trying
|
|
Web |
|
My mortgage company Mr. Cooper continues to call and send third party vendors to post notices on my doors. I have sent a cease and desist notice to them, which they have acknowledged receiving. But in their response they stated they will not cease and desist this harassment of sending third party vendors to my home and post notices of my door for me to contact Mr. Cooper because they are in there rights and quoted my Note section ( 7 ) and my Deed section ( 9 ). I have read both sections and in either section does it state that I consented to have Mr. Cooper contract third party vendors to trespass on my property and continue to leave notices that just state to please contact Mr. Cooper Mortgage taped to my front door throughout the night and early morning in their personal vehicles. Mr. Cooper is aware that the property is owner occupied and well taken care of. Mr. Cooper stated in their cease and desist response letter that the loan is one payment past due and yet it warrants this constant intrusion. This type of non- required communication by Mr. Cooper through their third party vendors is an example of a non-required written correspondence. These notices by strangers pose a safety hazard for me and my children. But this is Mr. Coper method to continue to bring embarrassment to my household and my family. Mr. Cooper and their associates are fully aware that I am sending in payments constantly to become current and responding to all their communication by certified mail. Instead Mr. Cooper has chosen to dismiss my cease and desist request and refuse to comply with all future communication being sent through the mail for privacy and safety reasons. I have also requested a Foreclosure prevention meeting in early XXXX and I still have not received a response or a scheduled meeting date and time for this letter as well.
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09/16/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
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I refinanced my XX/XX/XXXX ARM on XX/XX/XXXX because I understood the rate would reset for the first time on XX/XX/XXXX. When Mr. Cooper refunded the payoff overage, I found it short by more than {$550.00}. I determined that Mr. Cooper had reset the ARM interest rate on XX/XX/XXXX, despite Mr. Cooper 's continually stating in documents and phone calls that a ) the rate would reset on XX/XX/XXXX, and b ) since the payoff statement ran from XX/XX/XXXX-XX/XX/XXXX the reset rate was shown but would be adjusted to 2.5 % until XX/XX/XXXX. My wife and I have requested this interest error to be refunded in phone calls and emails. Mr. Cooper has denied my request and has failed to respond to my wife 's last email.
1. Nationstar Mortgage llc d/b/aMr. Cooper took over loan servicing of my XX/XX/XXXX ARM in XX/XX/XXXX. Every statement issued by Mr. Cooper from XX/XX/XXXX through XX/XX/XXXX prominently stated my interest rate of 2.5 % until XX/XX/XXXX. However, Mr. Cooper changed my rate to 4.875 % on XX/XX/XXXX. The reset date is clearly XX/XX/XXXX, or alternatively, these are 16 clear violations of Reg Z Sec 1026.41 ( d ) ( 7 ) ( iii ).
2. Mr. Cooper failed to issue a statement in XX/XX/XXXX with a payment due date of XX/XX/XXXX. Instead, Mr. Cooper sent a statement dated XX/XX/XXXX with a payment due date of XX/XX/XXXX. This is a clear violation of Reg Z Sec 1026.41 ( 2 ) requiring monthly statements.
3. Mr. Cooper failed to send an initial rate adjustment statement 210 days before either XX/XX/XXXX or XX/XX/XXXX. This is a clear violation of Reg Z Sec 1026.2 ( d ).
4. Mr. Cooper 's statements of XX/XX/XXXX and XX/XX/XXXX state the interest rate of 4.879 % until XX/XX/XXXX. This again confirms theXX/XX/XXXX reset date was XX/XX/XXXX, or alternatively, are another 2 clear violations of Reg Z Sec 1026.41 ( d ) ( 7 ) ( iii ).
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01/10/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I have a mortage with Mr. cooper my loan payment is due on the XXXX of every month I processed my payment on XX/XX/XXXX and received confirmation it was processed however it never came out of my checking account I am in the process of trying to refinance my loan and to my surprise I did not have my payment made I then reprocessed my payment on XX/XX/XXXX during this whole time I have been in contact with Mr. Cooper to find out they have changed something with their computer systems and my payment did not process. I was promised no fees will be charged I was promised I will not be penalized for this issue however I continue to get harassing e-mails telling me I am late and advise reporting me to for being late. Well, the other day my payment for the XXXX of XXXX was rejected as well now I owe 2 payments and I am in tears. I called yet again and again I have been calling every day I kept getting told have patience etc. So this person told me that they can not see my banking information online any longer and I provided my information over the phone. I am currently still waiting for this to post. It has not again I have confirmations I have e-mails etc. But I am being charged a late fee they are reporting me for being late and are sending me nasty e-mails. I am beside myself at this time as all I ever get from them is I am sorry!!!!! Sorry doesn't buy my groceries which I currently can not afford as I have no money as I still owe XXXX payment as I have to wait till payday XXXX to make that one. In the mean time XXXX XXXX can not go on with my refinance due to all this aggravation I am beside myself and well quite broke please help me! I really can not do anything but pay these XXXX payments I am a single person with a XXXX daughter I care for please. I am tired of hearing we are sorry and nothing more and nothing happens
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04/05/2022 |
Yes |
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- Trouble during payment process
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Web |
Older American |
PLEASE REFER TO COMPLAINT # XXXX ABOUT US : Were the Consumer Financial Protection Bureau XXXX CFPB ), a U.S. government agency that MAKES SURE BANKS, LENDERS, AND OTHER FINANCIAL COMPANIES TREAT YOU FAIRLY .....
This is the response from Mr. Cooper dated XX/XX/XXXX : Dear XXXX XXXX : Thank you for reaching out to us on XX/XX/XXXX. We appreciate the opportunity to make things right. We have forwarded you concerns to our tax vendor regarding your property taxes being waived in South Carolina. Once we have received all information you will receive a response under separate cover. We apologize for any inconvenience this may have caused and appreciate your patience. Expect to hear from us by XX/XX/XXXX.
" ... .concerns to your tax vendor regarding your property taxes being waived in South Carolina XXXX. ''???
THIS IS NOT THE ISSUE!!! THIS ISSUE WAS RESOLVED TWO YEARS AGO!!!
THIS IS TYPICAL OF MR. COOPER 'S LIES, STALL TACTICS, " SMOKE SCREEN '', AVERTING THE ISSUE AT HAND AND CAUSING MENTAL ANGUISH.
SOMEBODY NEEDS TO STOP THESE PEOPLE!!! They are lying, cheating, causing me to have XXXX and having had to be hospitalized in " Psych '' twice because of " suicidal ideations '' Nationstar Bank has " engaged in unfair and deceptive acts and practices in violation of the Consumer Financial Protection Act of 2010. '' They have already been " proven guilty of this and had to " pay out '' 91M. How is that they continue to engage in these unfair and deceptive acts ( lies ) and causing harmful mental anguish leading to suicidal ideations?
How is it then that they are getting away with what they have already been proven to be doing of lying and causing harm and breaking the law?
Why is it that the CFPB that " makes sure banks, lenders, and other financial companies treat you fairly '' is NOT doing something about this?
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08/30/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Mr. Cooper DBA Nationstar Mortgage has placed my account in arrears for the XXXX mortgage payment that was paid to my previous mortgage company before the transfer date.
My mortgage was transferred to Mr. Cooper on XX/XX/2019. Subsequently, I received a letter on XX/XX/2019 from my current mortgage company at the time ( XXXX ) and from Mr. Cooper stating that I shall make my XXXX mortgage payment to XXXX if paying before the XX/XX/XXXX due date. I paid my XXXX mortgage payment and it was received by XXXX on XX/XX/2019. Mr. Cooper did not own my mortgage loan yet, but they have put me in arrears for my XXXX payment that was paid to XXXX as instructed. Now that I have made my XXXX mortgage payment to Mr. Cooper, they have applied it to XXXX and now I am arrears for XXXX. I contacted Mr. Cooper via phone on XX/XX/2019 and emailed documents that they requested which included : my bank statement showing that payment was debited, a letter from my bank showing they paid XXXX electronically through their billpay department, my XXXX statement showing payment was received by XXXX on XX/XX/XXXX, and the transfer letter showing I was instructed to make my XXXX payment to XXXX before XX/XX/XXXX. I followed up with Mr. Cooper via phone and email on XXXX XXXX and emailed them my next month 's bank statement as requested, showing that no payments were credited back to me. I followed up again on XX/XX/2019 via email, XXXX also reached out to them at the same time, and I filed a complaint with the XXXX and all correspondence has gone ignored. To date my account has still not been fixed and no one from Mr. Cooper has answered any of my emails, calls from XXXX, or replied to my XXXX complaint. I am extremely concerned that Mr. Cooper will report their own mistake to the credit bureaus which will leave derogatory marks on our credit.
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04/28/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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I missed payments from XXXX - XXXX of XXXX. XXXXXXXX XXXX XXXX XXXX XXXX called and offered to put those four payments at the end of my mortgage if I made 3 payments XX/XX/XXXX - XX/XX/XXXX. They then sent me a loan modification ( not what they offered ) and sold my mortgage ( end of XXXX? ) to XXXX XXXX XXXX XXXX XXXX XXXX. I made the payments ( one to XXXXXXXX XXXX, then 2 to XXXX ) but refused to accept the loan mod as it added 14 years to my mortgage term.
While trying to figure out what went wrong, XXXX XXXX XXXX then sold my mortgage to Right Path Servicing ( RPS ) / Nationstar ( XX/XX/XXXX? ). I then spent many more months trying to figure out what was going wrong. RPS then offered me a loan mod if I made 3 payment XX/XX/XXXX - XX/XX/XXXX. Fatigued from the delay I accepted and made the payments. They then rejected the loan mod in XXXX, probably because interest rates had risen and they couldn't offer a monthly payment commensurate with my existing XXXX XXXX mortgage per the rules.
Frustrated with being run around I called a HUD counselor ( XX/XX/XXXX ) who explained that XXXXXXXX XXXX likely tried to illegally transition me from the " payment deferral '' they offered to a " loan modification '' because their HELOC would be moved from XXXX to XXXX position, thereby increasing their risk. Wanting to hide their mistake, they then sold my mortgage to obfuscate matters. Note that I recently received some paperwork which said XXXXXXXX XXXX was now the holder of the mortgage again ( XX/XX/XXXX ) although RPS is still claiming to be the servicer. Calls to RPS have been cutoff as their phone system is clumsy at best.
I am seeking mediation. My loan information is : Right Path Servicing / Nationstar XXXX XXXX ( XXXX ) XXXX LOAN NUMBER XXXX XXXX XXXX Due as of XX/XX/XXXX : $ XXXX XXXX XXXX XXXX XXXX XXXX TX XXXX
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10/22/2019 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
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Nationstar Mortgage ( now doing business as Mr. Cooper ) is incorrectly reporting my mortgage payments as late in XXXX. With the 3 major credit bureaus, it is reported as 30 days late in XX/XX/XXXX and XX/XX/XXXX, and as much as 180 days late. Nationstar Mortgage modified the mortgage in XX/XX/XXXX and I made all mortgage payments to Nationstar, on-time, in XX/XX/XXXX and XX/XX/XXXX ( see the attached PDF, including bank statements, for documentation ). I received a letter from XXXX XXXX XXXX XXXX XXXX XXXX, dated XX/XX/XXXX, telling me that the servicing of the mortgage was transferred to it and to make all payments after XX/XX/XXXX to XXXX XXXX XXXX XXXX, so that is the company that I paid in XX/XX/XXXX and XX/XX/XXXX.
Nationstar sent email and letters to me and called me in XXXX and XX/XX/XXXX in attempts to collect mortgage payments. I called Nationstar several times and told the representatives that I made my payments to XXXX. I later learned that Nationstar messed up the loan servicing transfer process and did not actually transfer the servicing of the mortgage until after I made the XX/XX/XXXX mortgage payment to XXXX. However, XXXX neither returned my payments nor notified me that the loan transfer process had not been completed.
I called Nationstar on XX/XX/XXXX and sent email on XX/XX/XXXX, in my attempts to get the company to correctly report my payments to the credit bureaus. On XX/XX/XXXX, Nationstar sent a letter to me ( copy attached ), which stated that it found nothing wrong with how my mortgage payments were reported to the credit bureaus. I called Nationstar on XX/XX/XXXX, and it said the same thing and refused to correct the problem.
I am asking for your help in getting Nationstar Mortgage to make corrections, and report me as paying on-time for XX/XX/XXXX-XX/XX/XXXX, with no late payments.
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03/07/2023 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Servicemember |
This loan officer through his manager : Loan # XXXX Zip code used is XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX # XXXX ( email ) XXXX ( direct dial ) XXXX ( cell phone ) XXXX text and call ( fax ) XXXX Mr. Cooper XXXX # XXXX XXXX XXXX XXXX XXXX XXXX, TX XXXX XXXX XXXX Purchase Sales Manager XXXX # XXXX These people in all their departments have evaluated our credit and income and have toyed us around. I was approved for a loan and now have savings too, and they recanted due to familial status, family origin or XXXX background, I am a XXXX working american citizen. I applied for a loan they approved me and XXXX knowing the familial status or other detail, they recanted I owe no money to mr cooper or natiostar.
Nationstar has received XXXX dolars in cash from XXXX XXXX as security deposit ( I can prove it ) and kept it in a " separte account '' for the bank 's benefit, and my mother XXXX XXXX XXXX not owe any money to the bank and sent some to their attorney and some to their client buddies in electronic interstate transfer of exempt retirement funds of a XXXX XXXX XXXX XXXX woman, and kept it along with some transactions doen by their counsel with a revoked license company whereby the attorneys hold some documents he negotiated behind our backs they are threatening us to pay the undisclosed illegal debt obtained by their clients on a property they no longer own or occupied. All equity belongs to XXXX XXXX since XXXX and there is a title to proove that. Nw the want to keep the money, take the XXXX to the street. sell the house for 3 tiems the debt keep her cash and reward the attorney and the fraudster for not showiing up to court because the attorney did NOT SUMMON SERVE PROPERLY the morrgagor hence colluding to cover a crime against an innocent senior purchaser of value. FDIC sent information to the FBI already.
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03/18/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Older American |
XX/XX/2020 I have applied for a mortgage refinancing with XXXX XXXX, On XX/XX/XXXX I received a credit score from XXXX XXXX from XXXX stating that my credit score is XXXX however my XXXX account states that my credit score is XXXX. My credit score is damaged because of the following error by Nationstar : Nationstar reported two missed mortgage payments but these are in error which Nationstar refuses to acknowledge. My escrow at Nationstar was calculated incorrectly because of errors in how they escrowed my account. I had a homeowner 's policy at XXXX. XXXX issued the wrong policy and Nationstar paid for the policy out of escrow. I had asked XXXX to change my homeowner 's policy to a less costly one however they failed to do so. By the time XXXX issued the new policy Nationstar paid for the new policy a second time. Therefore, my escrowed showed two payments and Nationstar refused to fix it and said that I had to wait until their adjustment period in XX/XX/2020.
I was unaware that Nationstar and XXXX had erroneously issued and paid two policies. This happened over a several months. I learned by accident when I paid my mortgage on time. I got a notice that the mortgage amount had changed and I needed to pay more which I did immediately after learning of the error. When I inquired about the change in escrow I learned that Nationstar had paid for two homeowner 's policies in error. I also did not know that even though I paid my mortgage on time that Nationstar issued a credit event for missed payments? I did not miss a payment I did not know that the error they made in my escrow account had resulted in credit reporting errors until after my credit was damaged. I disputed the errors but Nationstar refused to take responsibility for the error. XXXX was also not helpful in this matter resolving my disputed item.
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11/30/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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I have been struggling to pay my mortgage due to a financial downturn and tried working with the lender to no avail. They canceled a modification they offered due to an error and would not help.
But worse -- which is why I am now filing this complaint -- is that on XX/XX/2018, the Illinois Hardest Hit Fund approved the underwriting of my application for financial help and they contacted Nationstar to start the process for Hardest Hit to pay off the arrearage owed. It has been over a month, however, and Nationstar has STILL not responded to Hardest Hit to resolve this matter! I have called Nationstar almost daily since XXXX to get the status on this and the customer service people keep telling me they cant see anything in their computers and that the only department that can, internally, has not responded to the customer service operators ' " escalation '' emails to them. So customer service just keeps emailing this department, over and over, to no avail.
I keep getting new bills from Nationstar/Mr. Cooper, going higher and higher, with skyrocketing attorneys fees, but NOTHING about this Hardest Hit payoff approval.
Today, when I again called, Nationstar/Mr. Cooper gave me the same story and also told me they are SELLING the loan to XXXX XXXX on XX/XX/XXXX!!! This is unbelievable. A total scam, they are trying to run out the clock to take my home. Why have they not responded to Hardest Hit of Illinois to get the back balance paid off and end the foreclosure?!?!?! Their sale of my mortgage to another company will now only delay things even further and jack up attorneys fees even higher!!!!!
I think what Nationstar/Mr. Cooper is doing, not timely responding to Hardest Hit, and then surreptitiously transferring the loan in this fashion, must be illegal.
Any help you can provide, ASAP, is much appreciated!
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11/09/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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We purchased our home in XXXX XXXX XXXXXXXX. Mortgage via local firm XXXX XXXX XXXX XXXX XXXX of XXXX, mortgage sold to Mr. Cooper ( Nationstar Mortgage LLC. ) On XX/XX/XXXX, I forwarded a a XXXX " Additional Tax Assessment '' letter from XXXX XXXX to Mr. Cooper.
On XX/XX/XXXX, I forwarded a notice of unpaid taxes from the XXXX XXXX XXXX XXXX to Mr. Cooper.
On XX/XX/XXXX, I forwarded a noticed of unpaid taxes from the XXXX XXXX XXXX XXXX to Mr. Cooper.
On XX/XX/XXXX, I forwarded yet another notice of delinquent school district taxes including penalties and fees to Mr. Cooper.
On XX/XX/XXXX, I forwarded a notification of unpaid XXXX XXXX Taxes to Mr. Cooper.
Today, XX/XX/XXXX, I received notification from XXXX XXXX XXXX, a firm representing XXXX XXXX that there is now a tax lien on my property related to unpaid XXXX Taxes. Upon calling the firm I was notified that there is a second tax lien on my property from XXXX XXXX.
I am aware that my initial mortgage payment was based on XXXX taxes and did not include tax increases due to a reassessment that year. I have made Mr Cooper aware of this. In response, they have raised my monthly mortgage payment multi times, from {$1500.00} to {$2200.00}, a substantial increase and burden. We have not missed a single payment. My wife and I are in the process of developing a plan to cover our escrow deficit. In the meantime, we expect that our taxes are being paid. Mr Cooper has been completely unresponsive to this issue. Despite correcting the XXXX XXXX delinquency, they obviously made no effort to correct delinquencies related to XXXX XXXX XXXX taxes, despite being notified of the issues multiple times. We now have XXXX tax liens on our property and this is completely unacceptable. I spoke with Mr Cooper today and demanded action and a call from the escrow department.
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02/14/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
|
1 ) The mortgage servicer Mr. Cooper has denied the review of Mortgage Assistance for XXXX XXXX XXXX.
2 ) Mr. Cooper states the monthly payment would increase therefore mortgage assistance application can not and will not be reviewed. However, Mr. Cooper has not provided any evidence of this, other than verbal communication.
3 ) Mr. Cooper then stated that they would assistance and review any Loss Mitigation Assistance options.
4 ) Mr. Cooper has instead set a sale date of XX/XX/XXXX. Mr. Cooper plans on proceeding with the foreclosure sale, rather than review my RMA application.
5 ) The actions of Mr. Cooper are consistent with Dual Tracking. Dual tracking occurs when a mortgage servicer continues to foreclose on a borrower 's home while simultaneously considering the borrower 's application for a loan modification or other foreclosure avoidance option. In addition, Mr. Cooper violates the rule of RESPA AND ECOA, while failing to properly and timely provide Mr. XXXX with required documentation to complete modification and or provide Mortgage Assistance package, while discriminating against Mr. XXXX by not accepting said RMA application.
This practice violates federal law ( 12 C.F.R. 1024.41 ) which ; The Consumer Financial Protection Bureau, which was established by the Dodd-Frank Wall Street Reform and Consumer Protection Act of 2010, issued mortgage servicing rules that, after being codified into federal law, went into effect as of January 10, 2014. Among other things, the rules restrict dual tracking.
6 ) As stated in the opening of this Notice of Error, Mr. XXXX complied with instructions provided by Mr. Cooper and continued to apply and request assistance. However, a foreclosure sale date was scheduled, and assistance denied. As of XX/XX/XXXX, the sale date of XX/XX/XXXX remains on record.
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10/24/2019 |
Yes |
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- Trouble during payment process
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Web |
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I have been in a loan modification program for 4 1/2 years with Nationstar / Mr. Cooper. Prior servicer was XXXX, who attempted foreclosure after offering a modification, and me complying and following procedure. I head to hire an attorney to make the new servicer honor XXXX promise. Actually paid one attorney XXXX $ who is now in jail, and then the current one who worked the plan out. I have made all payments on time for 4 1/2 years, even after force placed homeowners insurance that I had no say so in. A couple of years ago while checking my credit, which had remained low, despite no late payments, I realized that XXXX XXXX wasnt reporting anything to the credit agencies, however they do report every month that I had 13 missed payments from over 5 yrs ago. Now, as we approach the end of the mod program, and were expecting a loan forgiveness of all of the past dues from XXXX that carried over, mr cooper transfers my loan to XXXX, although they neglected to inform me of the change. In the process, they erased my current account info so i cant make XXXX payment, and also they split XXXX payment into a suspense account on the principal and interest, but dont show any accounting on the escrow payment, which clearly came out of our account and was paid to them. Meanwhile, I had to hire the same attorney again to demand info on my account, which has apparently not been handled yet. This is the identical behavior of XXXX from 5 years ago. From my perspective they are setting me up for foreclosure. The stress and trauma this has caused me and my family is indescribable. Its scary stuff. Apparently the new servicer isnt recognizing the remainder of the loan mod and have all of our loan info incorrect. We need help. My attorney recommended filing a complaint with the CFPB. Our program is the standard HAMP mod program.
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09/15/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I purchased my home back in XX/XX/XXXX. Since this time we've seen significant market appreciation and I wanted to look into getting rid of the PMI on my loan. I initiated the process with my mortgage servicer back in XXXX and we completed an appraisal with the vendor of their choosing.
The value of the property came back evidencing I did in fact have the 20 % equity in the home and my understanding was the PMI would be dropped. I have spent the last 60 days going rounds with Mr. Cooper as they won't drop the PMI but also can't provide an articulate reason as to why they won't drop it. They needed 15 days to research it initially, then another 30 days to look into it again, finally I called again today and they stated no progress has been made, they're unable to expedite and they're unsure of when someone will have any sort of articulate/intelligent response. I was advised I refused to send an e-mail by my 2nd escalation specialist. I inquired if that meant they did nothing for the past two weeks, no action was confirmed. I wasn't permitted to speak with a supervisor as they have a 2-4 turn time for this process. I've acted long enough in good faith with zero traction. XXXX with the escalations refused to call me back XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX & XX/XX/XXXX. When I was successful in getting another representative they lied and claimed XXXX had left me a voice message yesterday which I have since confirmed is not the case.
My understanding was was 20 % equity was reached in property, after evidenced by an appraiser of the mortgage servicer 's choosing, PMI is to be dropped immediately.
Finally, they're still trying to invoice me for the report despite not being able to utilize said report for intended purposes.
I can obtain a copy of the most recent mortgage statement & appraisal if helpful.
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01/29/2022 |
Yes |
- Mortgage
- Other type of mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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|
Web |
Older American |
1. I have a USDA-guaranteed loan.
2. I was in a COVID-19 forbearance from XX/XX/XXXX to XX/XX/XXXX.
3. At the end of the forbearance, XXXXXXXX XXXXXXXX began evaluating me for a post-COVID-19 loan modification.
4. Initially, XXXX did not follow the USDA handbook for XXXX loan modifications, and I received legal assistance from XXXX XXXX at the North Carolina XXXX XXXX. * After several months of communications with XXXX, Mr. XXXX was able to resolve the issue with XXXX.
5. On XX/XX/XXXX, I executed a USDA loan modification agreement. The agreement was executed on XX/XX/XXXX by XXXXXXXX XXXX and by XXXX on behalf of USDA. See the attached copy of the loan modification executed by all parties.
6. The USDA loan modification agreement brought my loan current, lowered my monthly payment to {$700.00}, reduced by principal balance to {$110000.00}, and lowered my interest rate to 2.88 %. See page 7 of the attached PDF.
7. Before I could make even one payment on the modified loan, XXXX XXXX transferred servicing of the loan to XXXX subserviced by Mr. Cooper.
8. XXXX subserviced by Mr. Cooper does not appear to have any record of the loan modification. When I log in to my account, it claims my loan is owing back to XX/XX/XXXX. It claims I owe {$14000.00}, that my monthly payment amount is more than {$800.00}, and that my interest rate is 3.5 %.
9. My first payment to XXXXMr. Cooper is supposed to be due on XX/XX/XXXX, but XXXXMr. Cooper is incorrectly stating that I owe more than {$14000.00}, and has not returned my calls or emails to get to the bottom of their error.
10. I am requesting CFPBs help in sorting out this problem. Please contact my attorney as listed below : XXXX XXXX Senior Attorney XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX, XXXX XXXX N.C. XXXX Direct : ( XXXX ) XXXX Fax : ( XXXX ) XXXX XXXX XXXX
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03/04/2021 |
Yes |
|
- Applying for a mortgage or refinancing an existing mortgage
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Web |
|
starting in XX/XX/XXXX i received a call from my mortgage broker offering a refi. I explained to them I was not interested in paying to refi a loan that was less than 1 year old. I was told there were no closing costs outside 1 month 's payment. after receiving loan form they were trying to roll costs into my loan. When this was brought to their attention is was denied. I had to finally ask what my principle was vs the loan amount to make a vivid point they were caught. After accepting I caught this problem it was immediately changed. Fast-forward to day, there is still no active refinance completed and I have been told they had to rewrite the loan. During this process I received an extreme amount of e-mails from Mr. Cooper. At one point when I decided to monitor them I received 18 e-mails from XXXX to XXXX the following day. I was also argued with when pointing this out and even demanded mismanagement attention. No calls have come nor e-mails trying to defuse this harassment of e-mails. Now my mortgage has went from XXXX monthly to XXXX monthly with the excuse my escrow account was miscalculated. When I tried to call customer service about this they had no clue what was going on nor the knowledge to properly discuss. I tried to get the rep to but the simple math to paper and she refused eventually leaving me on a constant hold when I demanded management. In summary this lender has falsely advertised a refi they could not come through on, they have harassed me via spam e-mails way into the night and have cause my mortgage to go up XXXX with no proper explanation why. The third issue could phase most Americans out of their homes, an increase of XXXX a month with no notice. There is already class action against this lender from what i am now reading and i feel that I have fallen into their predatory habits.
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11/17/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
- Loan sold or transferred to another company
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|
Web |
Older American |
On XX/XX/XXXX my XXXX tried to make my mortgage payment for XX/XX/XXXX but Mr Cooper Mortgage XXXX system would not display my mortgage loan account. I tried to diss ; ay my mortgage loan account online on XX/XX/XXXX to make my XX/XX/XXXX mortgage loan payment and received a message saying : Good Evening, XXXX Congratulations, your loan is fully paid off. I had read an article about Mr Cooper 's systems receiving a cyber attack so I assumed perhaps my account was compromised, therefore prohibiting me from accessing my account. I contacted the online Mr Cooper chat representative on XX/XX/XXXX to request an explanation for not being able to make my XX/XX/XXXX mortgage loan payment. The rep 's chat reply was that a letter had been sent to me on XX/XX/XXXX and as of XX/XX/XXXX my loan was transferred to XXXX XXXX and to reach out to them at XXXX and this is the reason I can not make a payment online with them. I contacted my estranged husband whom I own the property with in joint-tenancy to learn that he never received a letter or notice from Mr Cooper pertaining to the transfer of our mortgage loan. I did not call XXXX ( XXXX XXXX XXXX, XXXX ) because incorrect information could possibly be given out over the phone and a payment could possibly be lost. There is a federal law regulating transferring mortgage loans so I am requesting that CFPB assist me in the deceptive and bad business practice by not informing me and my husband of the transfer and leaving us without documentation and the new XXXX XXXX loan account #. Please help us not to be penalized with late fees for the XX/XX/XXXX mortgage loan payment and please request that Mr Cooper expedite the legal documents to both me and my husband who have different addresses on file with Mr. Cooper.
Thank you for any help we can get in this serious matter.
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09/11/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Payment process
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|
Web |
Older American, Servicemember |
After repeatedly writing to and chatting with Rushmore Loan Management Services in XXXX, ( XXXX ) XXXX, they responded to my request about an upcoming ( XXXX XX/XX/2023 ) transfer of my loan to Rushmore in Texas on XXXX and XXXX XX/XX/2023 to inform me that my concerns were " under review. '' On XXXX XXXX and again on XXXX XXXX, RLMS wrote to explain that " XXXX XXXX XXXX XXXX not in its individual capacity but solely as XXXX XXXX for the XXXX XXXX XXXX is the current owner of the loan. '' Four days later, I received an email from " XXXX '' informing me that they, not " XXXX XXXX XXXX XXXX not in its individual capacity but solely as Indenture Trustee for the XXXX XXXX '' now held my mortgage : " Previous Servicer : Rushmore Loan Management Services LLC '' " Old Loan Number Ending In : XXXX '' " New Rushmore Servicing Loan Number : XXXX '' " Property Address : XXXX XXXX, XXXX, CA, XXXX '' " Transfer Effective Date : XX/XX/2023 '' " Your AutoPay and Escrow account will automatically transfer to us from Rushmore Loan Management Services LLC. Please note that there may be a slight delay in drafting your first payment. This is normal and nothing to worry about. If there is an issue, we will contact you. '' That same day, according to my bank, Rushmore Loan Management Services LLC withdrew my regular mortgage payment -- four days after they wrote to inform me that they no longer owned my mortgage.
" XX/XX/2023 RLMS ACH RLMS Idxxxxxxxxxx {$1100.00} '' Ten days later, " Rushmore Rushmore '' withdrew the same amount without explanation : " XX/XX/2023 RUSHMORE RUSHMORE XXXX {$1100.00} '' So, my mortgage payment was charged twice this month without my permission or even notice, and Rushmore Loan Management Services LLC made their withdraw several days after they wrote to explain they no longer serviced the loan.
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05/19/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Older American |
XXXXXXXX AND XXXX XXXX XXXX XXXX XXXX. ON FORECLOSURE ISSUE., THE SALE DATE IS SCHEDULED FOR THE XXXX OF XX/XX/2023 XXXX XXXX & XXXX XXXX XXXX XXXX XXXX XXXX XXXX, CT XXXX Mr. Cooper Mortgage Service XXXX XXXX XXXX XXXX XXXX, Texas XXXX Loan # XXXX This is to give you an update on our situation with Mr Cooper. You have requested that we keep you informed. The judge ruled in our favor to do a short sale. We have more than two offers on contract to sell the house. Mr. Cooper is refusing the offers, saying that it will take too long to close. The court has a scheduled hearing for the XXXX of XX/XX/2023. The problem is that the title will pass hand on the XXXX of XX/XX/2023. We are writing to request your office to intervene. The sale date we need to be moved. Also, Mr. Cooper should allow the short sale to go thru the process. One of the offers the buyer was already preapproved, while the other offer was from an investor who wants to pay in cash. Please see attached sale agreement. Also, Mr. Cooper has given different information regarding the balance owed on the house. First Mr Cooper said that we owed over one Million balance on the mortgage. Then they said that the loan balance is XXXX Dollars. Again we did an appraisal on the house. Our appraisal came out to {$430000.00}. Mr. Cooper is saying that they did a drive-by appraisal. That the drive-by appraisal is {$330000.00}. Mr. Cooper has done everything to frustrate our effort to work out any resolution. The judge first recommended that Mr. Cooper do a modification. Mr. Cooper never came up with any modification. I know that the notice for you to intervene is short. Please we are applying that your office intervene in our situation. Thank you in anticipation.
Our house address is XXXX XXXX XXXXXXXX XXXX XXXX Connecticut XXXX.
Thanks, XXXX and XXXX XXXX
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02/22/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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On XX/XX/XXXX I paid my XXXX statement of {$2300.00} and also paid an additional {$200.00} to the principal which brought my outstanding principal balance to {$450000.00}. On XX/XX/XXXX the servicing of my mortgage was transferred to Mr Cooper.
Mr Cooper issued me a statement on XX/XX/XXXX showing an outstanding principle of {$450000.00} and an amount due of {$4600.00}. when I called and asked why the principle is high and the amount due is double they stated they had not received the XXXX payment I made with my old servicer.
Understanding that it takes time for the accounts to update I made a regular XXXX payment on XX/XX/XXXX in the amount of {$2300.00} AND an additional {$250.00} towards principle. when I checked my account a few days later the XXXX payment had not posted and Mr Cooper did not apply my additional {$250.00} towards my pricinciple. When i called and asked why they said they could not move the {$250.00} towards my pricinciple because my account was past due. Trying to pay off debt and not being able to be can be frustrating.
I then called my old servicer and asked if they had sent my XXXX payment of {$2500.00} to Mr Cooper. They said they had. They wired the money to Mr Cooper on XX/XX/XXXX.
Seeing that was over 10 days ago I called Mr Cooper to please issue a ticket to find the money and apply it to my account so that my account is corrected and that i can apply extra payments to my principal. They then told me to go back to my old servicer and ask for the wiring information to prove that there was a XXXX payment.
I do not feel I am making progress with Mr Cooper in getting this payment recognized and the fact that Mr Cooper will not issue a ticket to investigate this XX/XX/XXXX payment leads me with doubt that they will correct it which is why i am submitting this complaint.
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06/01/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I am having trouble with continuing conflicting information coming from XXXX XXXX XXXX, my loan servicing company. I think they are purposefully withholding information, lying, and trying to get me to miss payments so they can foreclose on my property. This isn't the first time either. Recently XXXX XXXX XXXX processed my loan modification after refusing to do so before CFPB became involved. Then, they sent me a letter in the mail on XX/XX/XXXX saying they would not be accepting payments as of XX/XX/2022 because they sold my mortgage to another company. I tried to call XXXX XXXX XXXX to verify this information but the phone system forwards my call to a company called Mr. Cooper. The written letter I received from XXXX states a company named Nationstar Mortage LLC d/b/a RightPath Servicing will start accepting payments on XX/XX/2022. So I followed the instructions and went to the website listed on the written letter. I entered my loan number and a welcome message appeared stating account access will be available on XXXX. There is no way to make a payment on this page or anywhere on their site. The site does state that late fees will be waived but I do not desire to make a late payment. It is also worth noting that the first thing that comes up when searching for Nationstar or Mr. Cooper is an order where they were required to pay approximately {$73.00} XXXX dollars in redress to over XXXX people they harmed in a seemingly similar way. I looked further into the questions and answers on the Nationstar page. At the bottom of the page it says that payments made to the previous loan servicer will be forwarded to Nationstar. So I logged back into the XXXX XXXX XXXX web page and processed a payment there which goes against the instructions I received from XXXX but I do not desire to make a late payment at all.
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04/26/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Servicemember |
On Saturday, XX/XX/XXXX, Nation Star - Mr. Cooper debited my monthly mortgage payment three times totaling {$7700.00} from my XXXX XXXX checking account causing my account to be overdrawn. I immediately logged onto the Mr. Cooper website and reviewed my payments and the only payment I saw for XXXX was the regular payment I made on XX/XX/XXXX. I did not see any of the three additional payments.
I called XXXX XXXX and after an hour of waiting to speak with a representative, I was told that they were receiving many calls with the same complaint. XXXX issued a stop payment but they said because it was the weekend the money would not be credited back until Monday or Tuesday ( XXXX XX/XX/XXXX ). Therefore, that left me with no access to my money in my checking account.
Mr. Cooper never posted a statement or contacted customers directly to inform them of what had happened. I only found out because I set up to receive alerts from XXXX XXXX when large amounts are debited from my account. I tried calling Mr. Cooper on Saturday, XX/XX/XXXX but couldn't reach a live person and there was no recording informing customers of the issue.
It wasn't until XXXX XXXX. on Saturday, XX/XX/XXXX, Mr. Cooper sent out an email informing customers of a " payment processing issue ''. Stating a processing issue at one of their electronic payments vendor resulted in a number of customers having their bank account debited incorrectly.
The money was credited back to my account but it caused a lot of stress especially during this pandemic when many are having income issues and trying to make ends meet.
Mr. Cooper should have communicated much earlier with their customers and also XXXX XXXX should have flagged the transactions suspicious and blocked them until they were able to contact me to verify if I authorized the payments.
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04/08/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I have been working with my loan servicer Mr. Cooper regarding my escrow account. After a tax disbursement I called and spoke with a representative in early XX/XX/2021 and requested and escrow analysis. I received estimated information such as the shortage amount and the new payment amount. I was advised to make the shortage payment before the analysis would be applied to avoid delays in adjusting the payment after the shortage was paid. I prepaid the shortage amount, however when I called back in and spoke with XXXX from Arizona, they refused to provide the estimated escrow analysis information. XXXX stated that they submitted a request for an analysis to be performed, but would not run the estimated analysis and provide me the information. I was seeking confirmation that the shortage amount I prepaid was correct, and to know the upcoming payment amount. I advised I was aware the information would be estimations only, yet was still denied access to this information. I used Mr. Cooper 's online chat to speak with XXXX from Texas. XXXX was able to perform the escrow analysis estimation, and confirmed that the shortage had been paid in full, yet refused to provide the new payment estimation. When I advised that I was aware the amount would be an estimate, the chat was disconnected.
An estimated escrow analysis allows consumers to make informed decisions and to plan financially. Refusal to provide this information ( information that had been previously provided by another representative ) can be harmful to the consumer. I have now made an additional escrow payment with no confirmation that the amount was correct.
Of the 3 representatives I communicated with, 2 refused to provide this information, and 1 told me the information was not available to them. This is not truthful and intentionally deceptive.
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09/18/2020 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
hello all This may be kind of long, but i'm in need of help. I'm a 100 % XXXX vet and i'm on a set income. i'm also tax except. 1st time home buyer. i bought my house in XX/XX/XXXX and oklahoma state law says that you have to buy your house in XXXX to be except from that year of taxes. so i would have to pay property taxes for the first 6 months i was in my home. so there was XXXX that was put into my escrow. end of XX/XX/XXXX i got a letter from the county assessor for my property tax of XXXX it was about XXXX dollars. i called Mr. Cooper and they told me to scan in or email or fax that paper work from the county and they would take care of it. few weeks went by and i got a check from Mr. cooper stating that was the remainder of my escrow. a few months went by and i kept getting letters in the mail from Mr. Cooper to refinance. so i called them and they were gon na be able to give me half a point lower since i'm a vet and the VA wouldn't approve the loan unless my interest rate goes down. few days from closing, i found out that my property taxes weren't paid. Mr. Cooper told me that i would have to take care of that before we could close. i told them uhh no you were suppose to pay for that out of my escrow at the beginning of the year and i guess they didn't. so they said that they were going to pay the back property taxes. they did but now they are saying that i'm like XXXX negative in my escrow and that i owe them money. they have moved my mortgage payments up from XXXX a month to about XX/XX/XXXX. i told them that i wasn't going to pay that and i was only going to pay what i had signed for. so i kept making my payments and one month they didn't even apply my payment to the loan and now say i am one month behind. these people have screwed me over big time and i don't know what to do. PLEASE HELP ME!
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09/16/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My complaint generally involves the disbursement of insurance funds. I was displaced by Hurricane Florence XX/XX/2018. My home had to be gutted and was completely unlivable. I followed the prescribed routes to mitigate the damage. Got estimates, contacted FEMA, and filed insurance claims.
I fought with the insurance adjuster for 11 months to finally settle at {$100000.00} worth of repairs. I also had to notify the NC Department of Insurance in order to secure those funds because we all know insurance tries not to pay, as well.
I finally receive the insurance check and then I had to start dealing with the mortgage company 's loss/drafts department. This is where the reason I'm contacting you comes in.
The company, Mr. Cooper, has since made the claim process impossible.
My contractor and I have been jumping through rings of fire for 4 weeks in order to get the mortgage company to disburse funds to start repairs on my home. I have been out of my home for a year now and each time we submit forms they come up with something new or different that needs to be done. They even said that the contractor had used a stamp because her signature was so good.
I am at my wits end and completely frustrated. If one more of their claim specialist say to me that they understand my frustration level, I'm going to snap. No they don't ... I am living in a 1-bedroom apartment with my mother who is XXXX and suffers from XXXX. The apartment is the only one I could find and it is not XXXX friendly. I had to take the doors off the frame to get a wheelchair in the bathroom. I'm paying both rent and mortgage on a home I can't live in. My dogs are still with my sister because I also could not find a pet-friendly apartment. Meanwhile, Mr. Cooper, is sitting on {$96000.00} worth of funds to fix my house and will not release them.
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05/30/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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We need help.
Husband and I have sent now 4 messages by email and through the portal on the Mr. Cooper website. Our loan was originally serviced by XXXX never had any issues, but it was sold by XXXX to Mr. Cooper and we have had nothing but problems. They continually are impossible to get a hold of and do not respond to any of our messages asking for specific details about our escrow account. We need you help to have them answer our specific questions as the math they are provided does not add up. Further we have been charged late fees by XXXX XXXX XXXX tax due to their incompetence amounting to over {$250.00} and now they are saying we need to pay an additional almost {$410.00} because of their miscalculations to our escrow account. We can not afford this. It is absolutely awful what they are doing. And the math does not add up. We have asked many time for them to contact us by email but we are continually ignored. We are very concerned as this lender as many lawsuits related to mishandling of mortgages and particularly escrow accounts in the past.
Our tax amounts have not changed. On XX/XX/XXXX we have a {$94.00} surplus per letter they sent. Now just a few months later ( again no changes have been made by county tax office ), they are saying we have a deficit of {$5000.00} on XX/XX/XXXX. The numbers make no sense.
We have asked repeatedly by phone, email and the customer service portal to speak with someone in leadership to have our account properly reviewed and our questions answered directly by phone or email. But for months we have been ignored.
I am attaching a copy of these escrow statements as well as a copy of the original email I sent that still hasn't been responded to since XX/XX/XXXX to customer service and a XXXX.
Look forward to hear back very soon.
Sincerely XXXX XXXX XXXX
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01/27/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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In XX/XX/XXXX an insurance claim had to be filed due to water damage caused by the dishwasher. When the insurance claim was filed, the mortgage was being serviced by XXXX XXXX XXXX XXXX and was in a current status.
As of XX/XX/XXXX the loan servicing was transferred to Mr. Cooper. Prior to the service transfer an insurance claim settlement had been approved and a check was issued dated XX/XX/XXXX. The check was made payable to us ( borrowers ), a third party adjuster, and the lender ( XXXX XXXX Mortgage ).
Due to the loan being transferred to Mr. Cooper on XX/XX/XXXX the insurance company had to re-issue a new check to reflect the new lender.
The insurance company re-sent a new check, dated XX/XX/XXXX and made payable to us ( the borrowers ) and lender ( Nationstar ).
On XX/XX/XXXX I contacted Mr. Cooper to obtain instructions on how to send and obtain the lenders endorsement. I was transferred to the insurance/loss draft department and was told that an escalation needed to be opened due to the loan being serviced by a previous servicer when the claim was initially opened. Additionally, I was told that the previous servicing file/loan history could not be reviewed in their system.
XX/XX/XXXX, follow-up phone call was made to Mr. Cooper. I was told the request was still being reviewed by the legal department because of the loan being previously serviced by another company. I was again told that the prior servicing history could not be viewed. When I asked the agent why, he basically told me that their system had not yet been updated and said that in a perfect world it should be.
At this point I do not understand why it is so difficult to get instructions on how to send a check to get endorsed and feel as though this company is in violation of the servicing rule regarding mortgage transfers.
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09/21/2020 |
Yes |
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- Trouble during payment process
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Web |
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I was approved for a TPP Loan Modification plan on XX/XX/2020. It required that I make 3 TPP payments for XXXX, XXXX and XXXX of {$1900.00}. I made all 3 payments on time and have continued to make the payments due for XXXX, XXXX, and XXXX. I received and returned the executed and notarized Final Loan Modification to the lender and confirmed its reception with the lender.
However, i received a notice shortly afterwards that the Final Loan Modification was denied due to my ex-wife not signing the document. I was not informed that she had to sign the document since i previously submitted the Marital Settlement Agreement and the Quit Claim Deed to the lender, when I initially submitted the Loan Modification package, and the lender acknowledged that i held the only interest in the property.
Due to this, the TPP agreement only required my signature and my ex-wifes name was removed from the loan correspondences i received. In addition, only my information was provided for the Loan Modification review. I appealed the result and they stated that they did not have to inform me if there was an issue with the documents and that the QCD should have been submitted with the Final LM documents, even though they confirmed that they already had the QCD and the martial settlement agreement under my file prior to me receiving the Final LM agreement.
As with the TPP Agreement, i was informed by the lender that my ex-wife should not have been required to sign the documents since i was awarded the property in the divorce and title was transferred to me only. As is stated in the correction documents, the lender had the requirement to let me know if there was an error with the LM documents so they could be corrected. By not finalizing the LM there has been a breach of the contract terms and requirements by the lender.
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04/16/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Hello, I am reaching out to file a complaint about my mortgage servicing company MrCooper. Despite being the subject of multiple federal and state investigations, and having most-recently settled claims brought by the CFPB and the Attorney 's General of all 50 State, the company continues to engage in a number of unlawful and predatory practices. Specifically, my complaint refers to MrCooper 's : 1. Engaging in a number of unlawful mortgage handling practices.
2. Failing to adhere to commonly acceptable industry standards of service.
3. Failing to properly handle my loan modification requests.
4. Failing to properly conduct an escrow analysis.
5. Misrepresenting the loan modification options available to me.
6. Improperly denying my application on multiple occasions.
7. Failing to follow the investor 's ( XXXX XXXX ) guidelines for loan modification.
8. Structuring the modification in a manner that maximizes
MrCooper 's own financial gain, is predatory, and significantly harms the borrower, without properly addressing the fundamental needs and rules of modifying the loan as et forth by XXXX XXXX. 9. Engaging in unfair and deceptive mortgage servicing practices. 10. Failing to follow the detailed set of rules and " servicing standards '' set forth in the content judgment MrCooper 's reached with CFPB in 2020.
11. Failing to have and enforce proper procedures in place.
12. Failing to properly investigate consumer complaints.
Over the course of many months, I have contacted MrCooper over 2 dozen times, attempting on multiple occasions to escalate and address the matters described above. Unfortunately, the company has failed to adequately respond. MrCooper 's unfair, predatory and illegal practices have caused me substantial financial harm and have greatly jeopardized the safety of my home.
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04/28/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American, Servicemember |
I contacted Mr. Cooper, my ( XXXX XXXX ) loan servicer on XXXX XXXX 2020 at about XXXX XXXX. First speaking with XXXX. He told me he could help with anything related to Mr. Cooper, and my loan. I detailed to him that I was looking for assistance to modify or do forbearance on my loan such that I could defer payments for 3-6 months and place those payments on the back end of my loan. Once I explained what I was trying to do, he then stated that was another department. I was then transferred to XXXX, at about XXXX XXXX, and when I again explained what I was seeking to do was told I would need to be transferred once again to another department About XXXX XXXX I was transferred to XXXX. After again verifying all my previous information again ( already verified twice ), and explained what I was looking for, she stated that Mr. Cooper was ONLY doing deferred payments for 3 months, then a Balloon Payment for the entire amount would be due. I explained to her that that is NOT what the CARES Act, passed by the US Congress stated, nor what multiple news stories have relayed to the public, that deferring payments for 3-6 months, and putting them on the back on my loan was what I was looking for. She then SPECIFICALLY stated that ( Summarized ) The Investors of Mr. Cooper had met, and they decided to deny that option, electing ONLY for a Balloon type payment arrangement. Deferring payments and putting those payments on the end of the loan was NOT an option available through Mr. Cooper.
I will offer the two links below as to why Mr. Cooper is in clear VIOLATION of multiple laws and should be heavily fined and face jail time for its executives.
XXXX : XXXX Wont Require Lump-Sum Forbearance Repayments.
XXXX : XXXX XXXX XXXX XXXX : XXXX Announces No Lump Sump Required After Forbearance.
XXXX XXXX XXXXXXXX
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05/31/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
1 The primary borrower of the loan, XXXX XXXX died, XX/XX/XXXX, as was married to her at time of XXXX XXXX loan, but I never signed the Note and D of T, but I paid {$100000.00} down.balance of {$270000.00} for property worth $ XXXX 2 Property was fraudulent appraised in violation of XXXX XXXX regulations.
3. OIG Dept of Treasury, XX/XX/XXXX REPORT determined that XXXX had a history of fraudulent loans.
4. In XXXX closing, I re -- emphasize I never signed any waiver, deed of trust, or NOTE, which I shoiuld have " marital rights '' as I was the source of money.
5. Appraisal company - appraiser - realtor - real estate company - closing attorney all licenses surrender, non renewal and out of business ... .both handling a XXXX and XXXX fraudulent sales on this property.
6. XXXX was taken over by FDIC in XXXX, sold to XXXX, but FDIC transferred in XXXX to XXXX XXXX XXXX, and in XXXX, XXXX transferred to Nationstar XXXX 7. Nationstar has had poor policies, refused documents requested, employees in loss mitigation lied repeatedly, and finally in mid XXXX Nationstar XXXX XXXX and XXXX XXXX through XXXX XXXX, MGR CUSTOMER SERVICE agreed to file title claim, lender for defects resulting from loan.
8. They ageed if I bought out the children of XXXX/first husband that Nationstar would file the title claim, since my wife died without a will. I did that and spent {$15000.00}.
9. This would give me the property free and clear since we were defrauded by the appraisal, and the closing attorney, and that attorney was certified by XXXX XXXX XXXX, issuing the paid policy.
10.At merger, Nationstar and XXXX XXXX , became XXXX XXXX , XX/XX/XXXX and now XXXX XXXX XXXX , -- they took XXXX off the file, denied filling the title claim in bad faith negotations, and hired two more attorneys to come after me now
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03/26/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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I XXXX XXXX submitted a full modification package to a mortgage servicing company known as XXXX XXXX. There was a complete modification package submitted in XX/XX/XXXX and another one submitted in XX/XX/XXXX whereas the file took nearly one year in underwriting review and was rejected because there was a lien on my title from the divorce attorney that handled my divorce. I then re-submitted a new modification package with a copy of the lien release. All of my financial conditions were met to qualify for a home modification. As my loan was in final underwriting review, XXXX XXXX sold the servicing rights to my mortgage to Mr. Cooper, formerly Nationstar Mortgage. I now have to send in a full modification package for the third time. Fortunately, I have all of my documentation together and I can expedite a full modification package once I receive a clean mortgage assistance application. I have made this request on several occasions within the past 30-days, even with the bank 's attorneys as my mortgage was thrown into a foreclosure process during my divorce. My case was badly handled by XXXX XXXX and now I'm seeing the same lines of communication going in the same direction with Mr. Cooper. I am more than qualified to handle the completed modification payment arrangements. I will file a formal complaint with the Federal Deposit Insurance Corporation on this abusive collection practice that could easily be resolved with the right professionals at Mr. Cooper. I am in dire need of assistance from the Consumer Financial Protection Bureau to expedite my rights under the Fair Debt Collection Practices Act amended version of XX/XX/XXXX. I demand that my modification assistance application be emailed to me immediately so that I can process and forward a full modification package for underwriting review.
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02/02/2021 |
Yes |
- Debt collection
- Mortgage debt
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- False statements or representation
- Attempted to collect wrong amount
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Web |
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This company has been attempting to collect on this debt for nearly 11 years now. I had a 2nd Mortgage with XXXX XXXX XXXX, which became Nationstar Mortgage. This company apparently collects for them. They have been continually sending correspondence offering settlement amounts, below what the full balance is, with incredibly short deadlines, like 2-3 weeks. When you call with " cash in hand '' to try and take advantage of the last offer, they always advise, that the offer was no longer good and say you have to pay the full amount of {$7800.00}. But in one of the calls, they learned that my home is nearly paid off and as a result have not been willing to take any sort of settlement. They allegedly sent a letter in XX/XX/XXXX, advising they were now going to be charging interest, going back to the time they obtained they loan I never received such correspondence ). In XXXX of XXXX, we received an offer letter for {$1500.00} ish off the full amount of the loan of {$7800.00}. MY wife and i decided to try and take advantage of this and started to refinance our mortgage, so we could do this. The load was not completed in time, due to questions on lien holders on the house. Long story short, when I contacted XXXX in XX/XX/XXXX, to ask for a payoff letter, I was expecting to get on showing the {$7800.00}, but instead they sent a pay off amount of {$13000.00}. Once again, when I am able to give them a payment, based on a letter they sent with an offer, they moved the marker again. I feel they are not acting in good faith to settle/collect on this debt in an ethical manner, as they keep changing the amount they want every time I have called over the years to pay them. They have never sent any notification of any other amount owed other than {$7800.00}, until I ask for a payoff, to change my mortgage.
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05/17/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
Upon receipt of the Escrow Shortage notice we paid the amount of {$530.00} and that payment was sent to Mr. Cooper. Special note- the notice DID NOT have a mailing address listed on the notice so we called to get the mailing address nor did the notice indicate the borrower could make a payment to clear up the shortage. This is poor communication from Mr. Cooper.
We made the normal payment of {$670.00} for the XX/XX/XXXX payment.
About XX/XX/2022 we phoned Mr. Cooper to ensure that they had received the escrow shortage and that it was properly placed into the escrow bucket. Upon discussion, we noted that we sent the normal payment of {$670.00}. Nothing from the agent on the phone was mentioned as to a payment increase. Also we were told that the payment would not change.
We now have a billing statement showing the receipt of the both the escrow shortage and XX/XX/XXXX payment. However, the amount due is more than the normal payment of {$670.00}. We phoned Mr. Cooper again on XX/XX/2022 to inquire about he increase of the monthly payment. We were told the increase was due to insurance and taxes. The increase is {$32.00} per month or {$380.00} per year and there is a reduction of taxes due to age for this property. We were told by Mr. Cooper could not send a new Escrow Payment Notice so we could see why there is an increase in the escrow.
We asked that our call be escalated to a supervisor because we want to see the calculations used by Mr. Cooper for any increase. We spoke with agent XXXX # XXXX We are sending the normal payment of {$670.00} for the XX/XX/XXXX payment and will need the updated Escrow statement to analyze why Mr. Cooper feels the new payment should be more than {$670.00}.
This borrower is on a fixed income and needs to ensure any increases are legitimate.
Thank you
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02/08/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Mr. Cooper/NATIONSTAR Mortgage LLC XXXX XXXX XXXX XXXX XXXX, TX XXXX MULTIPLE ISSUES : INCORRECT PRINCIPLE BALANCE upon loan sold/transferred XX/XX/XXXX INCORRECT INTEREST RATE due to 1-year adjustable mortgage INTERNAL AUDIT AT MR COOPER triggered my account to go into a LATE STATUS ( due to the {$940.00} principle payment issue that I believed was corrected and closed ) INCORRECT LATE FEES resulted from late status MY CREDIT HAS BEEN MARKED AS LATE STATUS for no reason MR COOPER SENT A 1099C form requesting I PAY TAXES on the " DEBT FORGIVENESS '' there was no debt forgiveness, just a correction of the true and correct principle balance.
NO PROPER DOCUMENTATION IS ON MY ACCOUNT so customer service can't assist NOW WORKING WITH THEIR INTERNAL ESCALATION DEPT contact is XXXX he also answers my XXXX off XXXX.
MORE DETAILS AND HISTORY : Upon the sale and transfer of my loan from XXXX to Mr. Cooper, the WRONG loan balances were recorded and the WRONG interest rate was set into place by Mr. Cooper from my prior mortgage servicer XXXX XXXX XXXX aka XXXX. An amount of {$940.00} was in dispute, which happens to be my principal payment. THIS AMOUNT WAS CREDITED TO MY ACCOUNT backdated as of XX/XX/XXXX by Mr Cooper as a resolution. I finally received a letter from Mr Cooper explaining all this at the end of XXXX after months of phone calls and letters.
In addition, my interest rate was in dispute for months with Mr. Cooper, and they had changed it several times. I am still not 100 % confident it is correct today. They reset it at a higher rate than was placed on my account when they first took over my loan.
On XX/XX/XXXX, I went online to my account and was shocked to see I was 2 months behind. I knew this was impossible and had all payments in full and had received confirmations via email.
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06/22/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American, Servicemember |
Effective XX/XX/XXXX our home mortgage was transferred to Mr. Cooper.
In a letter from Mr. Cooper, dated XX/XX/XXXX, we were told ( 1st paragraph ) dont worry, the terms of your loan stay exactly the same. The letter lists mortgage terms as follows : a ) Current Interest Rate@ 4.25 % b ) Current monthly payment @ {$2200.00} c ) Payment due date @ XXXX of each month A following letter, dated XX/XX/XXXX confirmed a servicing transfer and again in the first paragraph stated, Nothing else about your mortgage loan will change.
In XXXX of XXXX, we were granted a Tax Deferral Affidavit by the state of Texas XXXX county of XXXX for over 65 or XXXX homeowners. We are now XXXX XXXX XXXX XXXX XXXX XXXX and XXXX ( XXXX XXXX XXXX.
The first letter we received regarding our taxes from Mr. Cooper was XX/XX/XXXX. It totally disregarded our tax deferral and demanded payment of {$18000.00}. We sent a copy of our tax deferral affidavit.
Another letter followed on XX/XX/XXXX demanding proof of payment for taxes for XXXX through XXXX in amount of {$6900.00}. The next letter from Mr. Cooper demanded payment of {$18000.00} for years XXXX through XXXX.
In XXXX of XXXX we continued to receive letters, last one showing a total of {$35000.00} owed Mr. Cooper with a demand letter to pay the entire amount or monthly payments of {$5600.00}.
We can not afford to make this high payment!
In conclusion, we are retired, on limited income. Both of us are physically unable to hold a job. Again, we are XXXX and XXXX XXXX XXXX. We are suffering mentally and physically from the pressure being put upon us from Mr. Cooper. The state of Texas granted us a Tax Deferral. Does Mr. Cooper not have respect for the laws of the state of Texas? It is obvious that this company ( Mr. Cooper ) has no respect for XXXX and XXXX XXXX.
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04/11/2023 |
Yes |
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- Trouble during payment process
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Web |
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-I refinanced my home in XXXX of 2022 with XXXXXXXX XXXX
XXXX was subsequently sold to Mr. Cooper in XXXX.
-Received a notice in late XXXX that my home insurance had not been paid ( escrow ).
-Called insurer XXXX XXXX XXXX inform them that Mr. Cooper was the new mortgage company in case they didn't have that on file. I assumed everything would be straightened out.
-Received a notice a couple of months later from Mr. Cooper that because I didn't have home insurance coverage they were assigning me a hazard insurance with a random company for {$1000.00} more than what I had previously paid per year ( and only covering fire damage ).
-Called Mr. Cooper and they told me they had requested a bill from XXXX XXXX XXXX times to no response.
-Called XXXX XXXX and they told me my policy of 9 years had been cancelled for non-payment in XXXX.
-Mr. Cooper advised me to have XXXX XXXXXXXX XXXX a new policy and send it to them by fax so they could pay it and then cancel the new hazard policy they had assigned me against my will.
-Called XXXX XXXX XXXX explained the situation to XXXX XXXX. and was told I'd receive a call in 2 days. 3 weeks passed without a call.
-Called XXXX XXXX XX/XX/XXXX and was told they would not underwrite my policy because of " data for my location/neighborhood. '' -Called Mr. Cooper and they got a XXXX XXXX XXXX on the phone in a conference call. XXXX XXXX said they had been sending bills to XXXX XXXX ( prior mortgage company ) and Mr. Cooper said they had requested a bill multiple times through the portal process XXXX XXXX directed them to.
At the end of the day, my escrow payment was not made in a timely manner, and it cost me my coverage with a company I have been covered with for 9 years, and I was assigned a new home insurance because of that error. That's illegal.
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05/26/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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[ Mr Cooper cancelled my next to final automatic payment without adequate notice to me, then billed me for a late fee on my final payoff quote. They also reported me as late to the credit bureaus lowering my FICO score by 99 points. I suspect that this may be a deliberate and systematic pattern of abusing all customers enrolled in automatic payments who are nearing final payoff. Below is a copy of the letter I sent to Mr Cooper. They rejected my argument. ] XXXX Dear Mr Cooper : I disagree with your determination, and would like you to follow through on the agreement that I reached with your agent on the telephone.
My loan is now paid off. I was enrolled in automatic payment. Mr Cooper cancelled my automatic payment for the month prior to my final payment. Mr Cooper did not tell me that my payment was cancelled. Mr Cooper did not have a valid reason to cancel the automatic debiting of my checking account for the payment due in the month prior to my final payment.
Your agent told me on the telephone that My Cooper agreed with me, and would waive the late fee ( I was NEVER late, except for this mistake made my Mr Cooper ). The agent told me that Mr Cooper would send me a check for the late fee refund. The agent told me that Mr Cooper would report that the late payment was Mr Cooper 's error to the 3 credit bureaus, and that I was not at fault.
1. I never received the late fee refund I was promised 2. Your determination that it was my fault for missing the payment is not correct.
Please send me my late fee refund check immediately and please report that the missed pament was Mr Cooper 's error to the 3 credit bureaus immediately.
If necessary, please escalate this to your manager and review all phone and written correspondence. I hope to hear from you very soon.
Thanks,
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01/22/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
well according to Mr cooper all of this has been made up in my head and they are so sorry for my dissatisfaction After all the lies and trickery last year and skating by on technicalities They continue to call me even after I filed a Cease and desist with the FCC. They made nasty malicious lies about how Im attacking them fabricating facts or trying to get free housing or words to that effect this complaint just shows MR COOPER IS A XXXX again ill attach the letter where they claimed that they needed time to get my number removed etc and another saying that they wasn't aware of this and they will cease communications with me cause of nasty emails i sent. WELL I WAS SENDING NASTY EMAILS CAUSE YOU LIE ALL THE TIME AND HURT PEOPLE. IVE BEEN HURT AND IM FIGHTING AGAINGT A HUGE COMPANY AND IM JUST ONE PERSON and it hurts to have to deal with the lies and people not admitting when they are wrong and passing the blame on the small guy SHAME ON YOU MR COOPER!!!... OH NOOOO THIS IS REDUNDANT INFORMATION AGAIN CAUSE YOURE DONG IT AGAIN AND it gives credence to what ive been saying all before about all those OTHER pesky errors you love to REFUTE so much ... YOU CAN NOT be trusted to do the right thing even after you put it in writing to appease the regulators your deception is so obvious ... SHAME ... NO HONOR.. XXXX!! Mr cooper you even used my " nasty '' emails when i was angry and emailed after you lied to misrepresent me so you used that to make it look like your hands are tied and Im just unreasonable SHAMEFUL attached is the call that occurred this year, the docket number with the FCC complaint i Filed in XXXX last year and Both of Mr COOPER letters lying to CFPB and the Pa Attorneys general and a Pennsylvania banking an securities email as well in where im telling about Mr coopers Tactics
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01/27/2023 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
I am a XXXX veteran in Texas.
XXXX acquired my XXXX XXXX I did my research and learned that NationStar/Mr.Cooper is not allowed to handle VA mortgages XXXX
XXXX arrived a few months months later.
I started the COVID forbearance plan when NationstarXXXX Mr. Cooper offered the forbearance plan to me.
As I just started my business I did not qualify for any assistance.
Self-Employed : No unemployment Self-Employed : No PP loan as I did not have a financial record to show cash flow.
Under verbal communication I was told at the beginning the loan would be modified and the loan would be modified and a refinance option would be available when I would be able to start making payments.
I tried selling the home with the XXXX forbearance price that Nationstar/Mr.Cooper said was the adjusted cost of the mortgage. The house never sold as it was overpriced.
When I told Mr. Cooper the forbearance fee was to much and the house was priced out of market, Mr. Cooper would not lower the fee or negotiate a settlement.
When I reached out for assistance the forbearance fee was so large, I did not qualify for assistance.
I had to file for bankruptcy to try to save the house.
Mr. Cooper priced the house of market and I could not sell the house.
Even when I was on a contract making {$500.00} a day, Mr. Cooper refused to take payments on the mortgage. Mr. Coopers response stated that I had to make the COVID forbearance fee in full.
I have had multiple attorneys tell me that Mr. Cooper violated multiple laws, but I can not afford to add more legal fees on top of my Dad 's medical fees.
My Dad who is also a XXXX veteran has to stay in veteran community home because I have no idea when I will be forced to leave this residence. Therefore I can not have my Dad live with me for his end of life.
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05/08/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Mr. Cooper, my mortgage servicer, maintains an escrow account I pay into, and Mr. Cooper is responsible for paying from that escrow account to pay all my property taxes for my home at XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX DC, XXXX. On XX/XX/XXXX, I received a Notice of Tax Delinquency from DC XXXXs Office of Tax and Revenue stating that Mr. Cooper has failed to pay my XXXX and XXXX property taxes. If the property tax payments are not received by XX/XX/XXXX, they will force a sale on my home to recoup the property taxes owed.
I alerted Mr. Cooper of their failure to pay the property taxes on XX/XX/XXXX. They told me that I would be provided an update on their resolution of the issue by XX/XX/XXXX. On XX/XX/XXXX, they called me and informed me that they had made no progress in resolving this issue, but that I could expect an update from them by XX/XX/XXXX.
On XX/XX/XXXX, all I received from Mr. Cooper was a letter telling me that the issue was being researched by the tax department -- but provided zero timeline about when this will be resolved by, and zero recognition that the tax bill remains outstanding. At this point, it has been a full week they have been aware of taxes that they failed to pay for months -- and they have made no assurances of whether or when they will resolve the issue before DC 's tax authority forces a sale on my home.
My current property tax balance owed to the DC tax authority is {$7300.00} -- that is what Mr. Cooper needs to pay for. They claim they paid the tax bills for XXXX and XXXX in XXXX, but the DC tax authority has no record of receiving any such payment.
After speaking with Mr. Cooper by phone today again and receiving no meaningful help, I have let them know that I plan on submitting a complaint to the Consumer Financial Protection Bureau.
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07/28/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
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On XX/XX/XXXX we made our monthly payment by bank e-check to Mr. Cooper.
XX/XX/XXXX - Looks like they haven't cashed my check that should have arrived XX/XX/XXXX.
Called and spoke to " XXXX '' who said that they are now asking people to send in checks and maybe they just haven't gotten to mine yet. Made a note not to charge me a fee.
XX/XX/XXXX - XXXX -They weren't able to take electronic bill pay this month so they will not be charging me a fee for late payment.
XX/XX/XXXX - Followed up with a text message on their site re : XXXX Mortgage XX/XX/XXXX - Called again about mortgage and they said I should cancel with my bank and send another check. Sent check for {$3800.00}.
XX/XX/XXXX - Talked to XXXX who said that they back dated the XX/XX/XXXX payment to apply to the XXXX payment that was MIA. I got an email saying that XXXX thought I was delinquent. XXXX says that I am not. I am insisting that they contact XXXX and the other credit companies to clarify. Submitted a request to the Research Team to look into any thing submitted to XXXX, will make sure that anything is redacted if necessary. 7-10 Business Days. Might take a month to see the change on the credit report. Anyone in the call center can view the case and see the status.
Talked to XXXX XXXX and got her number and email. Emailed her XX/XX/XXXX, XXXX, XXXX, XX/XX/XXXX and left message XX/XX/XXXX.
XX/XX/XXXX Credit data still indicates that we are delinquent on payment, reducing our credit rating by 170 points. XXXX, says XXXX nor XXXX filed a case. Says that no one talks to customers in the research department, but I can email XXXX. She is now filing a case. Will get a email notice from their research department 24-48 hours from now.
Sent an email to file a complaint- XXXX as well as to the Research Department XXXX
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03/03/2023 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
Sometime in XXXX, my loan got sold to Mr. Cooper from XXXX.
XXXX I missed XXXX payment with my mortgage company. I was out of the country and forgot to pay my mortgage. I am still waiting for a phone call informing me of my mistake. Although they constantly harass me to refinance my house, and I have declined multiple times.
XXXX Make the total payment of the account and put it in good standing since I had the money to do that.
XXXX Mr. Cooper increased my payment from {$2500.00} to {$2700.00}. I called, and the second representative told me to submit my documents from my house insurance showing that I made the payments and have been with my insurer since I bought my house in XXXX. ( XXXX XXXX through XXXX ) and I have always made every payment. I have all the electronic receipts. I submitted all the documents, which were sent under review, and have yet to receive an email or follow-up information about my submission, so I assumed everything was fine.
XXXX I called because I was trying to make my payment, but I noticed that the amount was the same, so I called to see what was happening. Another customer services representative said that my account was not allowed to have escrow because I missed XXXX payment. However, my insurance payment is paid all to XXXX. I asked to talk to a supervisor. After XXXX minutes of waiting, they hang up the phone. I called several times after, and I tried to reach someone. The call is mute, but the phone call is active. I have screenshots and a video of the phone call to Mr. Cooper. It appears to me that they have flagged me since I requested to speak with a supervisor.
They have also assumed that my property taxes will increase by {$1000.00} when the average increase for my property taxes in the last XXXX years has been {$220.00} per year.
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08/26/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I was notified that effective XX/XX/XXXX, my escrow payment would increase by {$980.00} due to a projected shortage of {$13000.00}.
Mr Cooper stated that my beginning balance as of XX/XX/XXXX was XXXX and it need to be at {$10000.00}.
Mr Cooper had taken over the Mortgage from Seterus as of XX/XX/XXXX.
They claimed that at the time they assumed the account, my escrow balance was XXXX.
On XX/XX/XXXX, I communicated with Mr Cooper that I had been paying my Escrow regularly for a long time, and was not aware of any shortages when my account was with Seterus.
On XX/XX/XXXX, Mr. Cooper corresponded to me : We have reviewed the Seterus Escrow Analysis ( EA ) statements generated in XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX, and each review of determined a shortage of escrow funds.
However, I saw several issues in their analysis, which I communicated to them on XX/XX/XXXX : XX/XX/XXXX ending balance of {$630000.00} yet next statement shows beginning balance of XXXX.
XX/XX/XXXX ending balance {$6500.00} yet next statement shows beginning balance of - {$3900.00} XX/XX/XXXX ending balance {$230.00} yet next statement shows beginning balance of - {$1600.00} Between XX/XX/XXXX and XX/XX/XXXX, {$58000.00} was paid in to escrow yet only {$36000.00} was paid out of the escrow account. With an assumed initial balance of $ XXXX, on XX/XX/XXXX my balance should have been {$20000.00} All the Seterus Escrow reports seem to not properly carry the balance forward.
I also find it difficult to believe that Seterus would have allowed my balance to get so low.
On XX/XX/XXXX, Mr Cooper replied that they were still investigating this.
No further communication has been made.
I have been paying the additional payments as requested, but this is proving to be a financial hardship for me.
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11/14/2019 |
Yes |
- Mortgage
- Reverse mortgage
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- Trouble during payment process
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Web |
Older American |
Mortgage company acquired my reverse mortgage in XXXX.
My taxes have always been paid by me over the nearly 30 years I have lived in my townhome, always when due, on time and in full, as the tax records sent by my tax office to the mortgage company will confirm.
The mortgage company claims they had to pay my taxes on XX/XX/XXXX - {$1300.00}, XXXX XXXX, XXXX - {$130.00}, and XXXX XXXX, XXXX - {$1.00}, XXXX. My tax records speak for themselves, that I alone have always paid my taxes when due, in full and on time ... Where is the proof of mortgage company payments. My tax office would gladly return any payment received from the mortgage company, as it would never have been necessary, as I have always paid my taxes on time, when due and in full, as noted in my tax records, which were sent to the mortgage company. The mortgage company wants me to pay them for the money they claim to have paid for my taxes, as well as their claims for mortgage insurance fees which they said they also paid. It is common practice for townhome/condo associations to always have a blanket insurance policy. This was also sent to the mortgage company. Any insurance paid by them was not necessary.
ACTION FOR A FAIR RESOLUTION : I want the mortgage company to take a closer look at the facts of their claim and postpone or simply stop this foreclosure or sheriff sale.
I would further ask that the mortgage company put in writing, the required documents to make void, a foreclosure or sheriff sale. Copies should be sent to me, and all parties with a need to know, stating that your complaint no longer escrows my account.
Finally, I would ask that you notify all credit bureaus that I have never ever been in the arrears with my taxes and +my account with you is, and has always been, in good standing Thank you.
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02/06/2019 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
***ATTN CFPB ***EVIDENCE ATTACHED*** CRIMINAL CORPORATE CULTURE EXPOSED *** FAILURE TO CREDIT PAYMENTS, CONSUMER FRAUD, MORTGAGE FRAUD, ILLEGAL DEMAND LETTERS, ESCROW FRAUD, MORE # 1FAILURE TO CREDIT PAYMENTS ...
ON XX/XX/XXXX AT XXXX XXXX EASTERN TIME I MADE THE XX/XX/XXXX XX/XX/XXXX AND XX/XX/XXXX PAYMENTS ... I LATER RECEIVED A STATEMENT SHOWING MY NEXT PAYMENT IS DUE XX/XX/XXXX ( COPY ATTACHED ) # 2 MY LOAN IS PAID AHEAD BUT I STILL GET AN ILLEGAL THREAT TO FORECLOSE ... SAYING MY LOAN IS IN DEFAULT ( COPY ATTACHED ) CONSUMER FRAUD AND MORTGAGE FRAUD # 3 I ALSO RECIEVED AN ILLEGAL DEMAND LETTER, PART OF THE TERROR TACTICS THIS COMPANY USES. IF XX/XX/XXXX AND XX/XX/XXXX WERE TRULY LATE I WOULD OWE XXXX AND A SMALL LATE FEE ... APROX {$90.00} ... INSTEAD I GET AN ILLEGAL DEMAND FOR XXXX MORE CONSUMER AND MORTGAGE FRAUD. ( COPY ATTACHED ) # 4 THIS COMPANY ROUTINELY STEALS PRINCIPAL WITHOUT CREDIT BUT THIS IS THE FIRST TIME WE HAVE PAID AHEAD AND HAD AN ILLEGAL FORECLOSURE THREAT.
# 5 THEY ARE DOING THIS BECAUSE WE ARE FILING A LAWSUIT AGAINST THE CEO AND SEVERAL REPS PERSONALLY IN ADDITION TO THE CORPORATION.
# 6 WE HAVE AN EYEWITNESS ( THE LOAN BROKER ) THAT CONFIRMED SEVERAL VIOLATIONS OF THE TRUTH IN LENDING ACT BY XXXX XXXX. HIS NAME IS CEO XXXX XXXX @ XXXX XXXX # 6 WE ARE PAST THE DEADLINE FOR AN OUT OF COURT SETTLEMENT SO AS WE MOVE FORWARD HERE ... THIS DISGUSTING MOVE TO ILLEGALLY STEAL THIS HOME ONCE AGAIN EXPOSES THE LACK OF REGARD FOR THE LAW THIS ORGANIZATION HAS. THEY ARE LITERALLY LAWLESS.
# 7 YOU WILL NOTICE XXXX IS DUE INSTAED OF THE XXXX THAT IS ACTUALLY DUE ... THIS IS ALSO FRAUD ... FEES FROM A FORECLOSURE THEY SAID THEY WERE NOT DOING TWO YEARS AGO ... THEY PAID PEOPLE THEY WERE NOT SUPPOSED TO LIKE INSPECTORS AND ATTORNIES ... AND BILLED US ILLEGALLY
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10/25/2023 |
Yes |
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- Trouble during payment process
- Trying to communicate with the company to fix an issue while managing or servicing your loan
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Web |
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Mr. Cooper mortgage company fraud me by tricking me to sign a loan modification agreement and to agree for them to put a {$110000.00} lien on my house on XX/XX/XXXX. I had bought my home BRAND NEW in XX/XX/XXXX. During Covid lockdown and everything, I did not lose my income or job.
Mr. Cooper VIOLATED Federal Law to provide me a sign language interpreter when I asked them repeatedly. They hired a notary person but they refused to hire a sign language interpreter and I am XXXX. They violated ADA rights and law. If I had communication access with interpreter, I would have NEVER signed the papers and they would have not be able to fraud me. They coerced me to signing the paper by saying, " It is just to re-start your mortgage as they bought my mortgage loan and will only take 10 minutes ''. They also threatened me that if I don't sign, I will lose my home.
I have an attorney to try to settle this outside of courts and they are refusing to speak to me and they are refusing to talk to my attorney. They do not want to acknowledge that they broke the federal law and to try to resolve the issues with me.
Mr. Cooper address is XXXX XXXX XXXX, XXXX, TX XXXX.
point of contact person who refused to talk is XXXX XXXX, Customer Relations Specialist. phone number XXXX. I tried to get ahold of supervisors but there excuses were that they are not available.
Again, Mr. Cooper VIOLATED My ADA rights to have a sign language interpreter when they hired a notary person to come to my home on XX/XX/XXXX to sign " some papers '' which again was a modification agreement papers and partial lien of deed which they have a lien on my house for {$110000.00}. I Never AGREED TO THAT! and I was not given communication accessibility at all.
So Mr. Cooper is a FRAUD mortgage company and frauded me!!
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08/17/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Nationstar Mortgage DBA " Mr. Cooper '' has sent me materially wrong statements from XX/XX/XXXX until transfer of servicing XX/XX/XXXX. These statements never reflected the XXXX forbearance program in which they enrolled me. Their customer service department said to ignore the errors in my statements, online, and in their voice response unit. We have made all payments satisfactorily on our mortgage per the contract and modifications.
When Mr. Cooper sold the servicing of my mortgage XX/XX/XXXX to XXXX XXXX XXXX XXXX " XXXX '', XXXX started foreclosure proceedings stating I was past due for all forbearance payments. The amount demanded is {$60000.00}.
Furthermore, on XX/XX/XXXX, Mr. Cooper received our signed loan modification agreement after our successful trial payments, and marked it " XXXX passed ''. They then sold our mortgage to XXXX on XX/XX/XXXX, without executing the modification. Their customer service told us that we had to work it out with XXXX and they could not modify the mortgage as agreed. XXXX has charged us the original mortgage amount, term, and payments.
This has caused us to lose the future value benefit of a XXXX 2.375 % loan modification and caused us to pay approximately {$1500.00} / month more to XXXX.
I have lost {$320000.00} in future value, and incurred costs of {$360000.00} ( Future value plus market value of a {$450000.00} assumable mortgage for 40 years at 2.375 % APR ; plus my cost to finance the XXXX past due.
Mr. Cooper has violated truth-in-lending laws, the forbearance contract, and the loan modification agreement, and has failed to transfer the sale of my mortgage, causing great harm. Because of their malfeasance, they have likely inflicted damange on every borrower who went through the forbearance and/or loan modification process.
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04/07/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I Mr cooper in XXXX to cancel my escrow. The employee I spoke to said they had " processed my request and escrow would be cancelled in about 2 weeks. '' In the meantime i payed the principal amount for XXXX expecting escrow to be removed. XXXX comes around and the application says i still owe for XXXX and owe the full amount with escrow included for XXXX so I called again to cancel escrow. The person I spoke to this time told me nothing was ever processed for me, nor was the process even started by the employee i spoke to. I was then made to pay the remainder of XXXX and the entirety of XXXX just to process the application to cancel escrow which should have been processed in XXXX. I made these payments and we processed the escrow request. I was told that I did not need to pay XXXX until escrow had been canceled and that we could back-date the payment so I waited to hear escrow was cancelled. I heard it had been cancelled and that my check would be sent to me around XX/XX/XXXX by an employee initialled XXXX who was a supervisor. This was at a time that my account was cucrrent and no overdue payments at the time. No escrow check was ever sent to me. Instead the institution took it upon themselves to use my money that was no longer escrow without so much as speaking to me let alone getting my consent. The justification the company used was that my account was delinquent which is fundamentally not true. and the only reason it got to that point was because I was waiting for the check they told me would be sent to me that they withheld because i had not made the monethly payment BEFORE it was past due. I never authorized this company to use my money in any way, and again this is money from an old escrow account that had been closed in which this company had no permission to use.
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07/09/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Older American |
YOUR COMPLAINT Unfair mortgage modification complaint Against Mr. Cooper Mortgage XX/XX/2022 XXXX XXXX & XXXX XXXX XXXX XXXX XXXX XXXX XXXX, CT XXXX Against Mr. Cooper Mortgage XXXX XXXX XXXX XXXX XXXX XXXX, Texas XXXX Loan # XXXX This is an update of our complaint : Your office has requested to stay involved in this matter.
TO WHOM IT MAY CONCERN.
As you requested that we give us updated on this case. As of now the sale date is the XXXX of XXXX. Mr. Cooper refused to grant us a modification, as was recommended by the court. The court ordered a modification on the loan. To enable us to safe our home. The court appointed a mediator. The court mediator did everything to have a workout. But the bank will not cooperate. The bank came up with a monthly payment of over XXXX XXXX monthly. Knowing very well that is not practicable. The court mediator approved for us to go to the XXXX XXXX XXXX. We are now working with XXXX XXXX XXXX. They said that they will need 60 days to finish the process. Please see some of the correspondence with the XXXX XXXX. The bank now has refuse to give us the time to finish the process. They have refused to change the sale date. The sale date is the XXXX of XX/XX/2022. Please see the court information. We are appealing to your office to help us to appeal to the bank to allow the process with the XXXX XXXX to be completed. XXXX XXXX is the agency that is set up by the government to help people save their home. Our situation is urgent. We appeal for your office to help us. The bank has one goal in mind., That is to write off XXXX XXXX dollar in their tax return. They have compounded interest and other charges in the principal of the original loan amount. In hope that you will came to our resolution.
Thanks, in anticipation. XXXX XXXX and XXXX XXXX..
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10/21/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Incorrect information on your report
- Account status incorrect
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|
Web |
Older American |
My mortgage servicer is Nationstar DBA Mr. Cooper. After a long process of applying with California Mortgage Relief for money owed during COVID Forbearance, the final step for California Mortgage Relief was to check the status of my mortgage. My application was declined because Mr. Cooper sent a report that my loan is delinquent My loan is current. Mr. Cooper gave me the option of making my payment on any date from the XXXX of the month to the XXXX of the month. I chose the XXXX because that's when I get my XXXX XXXX check. I pay every month through Auto-pay and the payment is received on the XXXX of each month. ( Payments received after the XXXX are considered delinquent ). I sent California Mortgage Relief my last two Mortgage Statement showing that my account is current, but unfortunately, they can only go by the report from Mr. Cooper. The representative from California Mortgage Relief told me Mr. Cooper is one of the worst offenders for giving them incorrect information.
A representative from Mr. Cooper 's escalation department agreed to have a conference call with me and California Mortgage Relief and she conveyed to them that my account is current. Unfortunately, she was not from the Department that sent the incorrect report. California Mortgage Relief said my only recourse is to apply again and attach a copy of my Credit Report. ( My Credit Report reflects that I have zero late payments and the age of my account is XXXX years and XXXX months ).
It is irresponsible and disheartening that a person at Mr. Cooper can plug in inaccurate information and make it difficult to speak to them re their error.
I will reapply. Based on the report from California Mortgage Relief, without your assistance, I don't have much hope that Mr. Cooper will report accurate information.
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10/12/2021 |
Yes |
- Debt collection
- Mortgage debt
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- Attempts to collect debt not owed
- Debt is not yours
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Web |
Older American |
THIS COMPLAINT IS BEING RESTATED HERE A SECOND TIME HOPING IT WILL BE PROPERLY UNDERSTOOD.
1. Intentional con-predatory monthly billings 2. unauthorized modification of loan balances and monthly payments as opposed to agreed amortization payment schedule 3. Unauthorized modification, substitution and addition of items on the agreed mortgage loan documents agreement.
4. False claims of Default payments, unauthorized charges and fees 5. Threats of foreclosure, unauthorized surveillance and intrusion, trespass 6. Failure to apply received monthly payments checks, hoarding of payment checks and conversion 7. continuing endangerment of mine and family 's lives and causation of emotional distress and et cetera Neither XXXX XXXX XXXX responded to my complaint. How the money claimed owed {$11.00}, XXXX must be explained in a language an average consumer will understand compared to the loan agreement Amortization schedule. Nothing less than the amortization schedule agreed and signed is a valid method of 'debt collection ' here. The claimed Escrow account must be unveiled as to items encompassed therein where the homeowner pays [ everything ] and conceded by XXXX in a written acknowledgement.
XXXX denounces XXXX XXXX XXXX as the attorney in fact. It must produce ( a ) documents signed by the loan borrower mortgaging the property in question ( b ) It must produce documents consented to and signed by XXXX XXXX XXXX ( property owner ) mortgaging the said property ( c ) it must provide documentation verifying its claim the property is insured by FHA/HUD where both entities have sent written verification of non-insurance of the property and et cetera.
Yes, publish these so the public will make sense out of your claimed closure of the complaint on the basis of responses recieved.
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11/10/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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Plaintiffs claim is that Nationstar Mortgage LLC are attempting to collect a debt on a fraudulent contract entered into by the Plaintiffs and XXXX Bank XXXX. on XX/XX/XXXX. This mortgage/promissory note has been disputed and the Nationstar Mortgage XXXX and XXXX Bank XXXX N.A. have refused to answer the Plaintiffs request for validation of debt, proof of Defendants being the holder of the alleged mortgage note and proof that the original contract with XXXX was not fraudulent as alleged by the Plaintiffs. Attached is the Affidavit of Truth Affecting Realty which was sent to the Defendants on XX/XX/XXXX and filed with the County Register of Deeds on XX/XX/XXXX.
The Plaintiffs sent a second Notice of Demand for Payment on XX/XX/XXXX for the illegally collected debt payments of {$140000.00} which the Defendants have not paid.
The Plaintiffs sent a NOTICE OF DEFAULT CERTIFIED JUDGEMENT OF UN-REBUTTED AFFIDAVIT on XX/XX/XXXX to the Defendant, Nationstar Mortgage XXXX.
Nationstar Mortgage XXXX are alleging that the Plaintiffs owe {$190000.00} and are putting the property for public sale on XX/XX/XXXX. The Plaintiffs not only dispute this claim by the Defendants but request that the sale be halted and the Defendants provide the court with proof that the original contract/mortgage/promissory note is in fact lawful.
The Plaintiffs demand that because the Nationstar Mortgage LLC and XXXX Bank N.A. have not proven that a debt is owed and have defaulted on the Certified Judgment of Un-Rebutted Affidavit, the Defendants must send a Certificate of Satisfaction, a Final Mortgage Statement that is zeroed out and an official letter from Nationstar Mortgage LLC declaring that the mortgage is paid off and the return of the cancelled promissory note to the court and to the Plaintiffs.
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09/20/2023 |
Yes |
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- Trouble during payment process
- Payment process
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Web |
Servicemember |
I have screenshots On XX/XX/2023, Mr Cooper sent a a Letter of escrow shortage. With a dramatic increase in our monthly payment. My payment was XXXX, they wanted me to pay over XXXX. So, I opted for paying the escrow shortage and continuing on with my life. I log on today and they say I am late for XXXX and are charging me XXXX dollars. Yet, my XX/XX/XXXX ( XXXX payment made in XXXX ). payment was for XXXX which I sent as I always send. My usual payment is XXXX. I have been paying XXXX all year with the excess going to principal not escrow. The agent today said that the payment was not in full so they applied it to principal making it look like I did not pay my mortgage. The agent went onto to say my reg payment is XXXX or something around that. It makes no sense. I paid the full escrow amount, why would I double pay that through my mortgage? Also, they never run my escrow in the summer. They seem to be doing things completely out of order. They always ran it the beginning of XXXX. But neither here nor there! I have my XXXX mortgage payment ( paid in XXXX ) sent the usual way, Sitting at the bank and misapplied to principal. I actually made my XXXX payment for XXXX today. I am never late and never short. I need help because this is affecting my credit score which is in the XXXX. With me paying the full escrow shortage my mortgage payment should never have changed. The next thing they pay is in XXXX and is XXXX. XXXX a month goes towards my escrow. They will have ( and if they do not, I will add it ) the money to pay my bills ). It is this escrow nonsense that makes me crazy. I sit in a home worth a XXXX with a XXXX mortgage and I have to have them pay my bills. It is a scam. The entire banks holding your money to pay your bills is a giant scam. Nonetheless, please help.
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08/31/2023 |
Yes |
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- Trouble during payment process
- Trying to communicate with the company to fix an issue while managing or servicing your loan
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Web |
Servicemember |
During covid I was promised a loan modification on my mortgage on the house I own, awarded to me by the judge in my divorce. The mortgage company I called over and over ran me around in circles with different stories each time I called to make a payment. It started with, " We don't have any divorce decree from the judge. We can not accept payments. '' Then turn around, " We have the modification package ready for you right here we are sending it in the mail now. '' It never arrived. I call and ask what's going on and get hit with yet another story of why they couldn't accept my payments. Meanwhile interest is adding up, and pretty exponentially I will add. The many times I call to figure it out no one gives me any direct answers, and of course I am frustrated. In an escrow account I had the funds to pay off at least 5 % of the damages caused through the whole run-around, and they still refused to accept my payments. I had to file bankruptcy in order for them not to take my home in foreclosure, which was entirely due to self-inflected usury. Not to mention my credit is ruined, and most importantly my morale. They filed an objection to my bankruptcy, which now they've withdrawn for some reason? I believe usury and forced foreclosure may predominantly lie as that reason. I believe this company will sit and wait, as they have, till I no longer have any fight or ability, and then try to get the property and any equity they can for themselves. I have since researched that this company has forced thousands of smaller class people such as me into this position, doing exactly that. I do not appreciate being taken advantage of, and no matter what happens next, it will take years of my life to get back on track due to the damage this mortgage company has greedily inflicted on me.
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04/24/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I paid my XXXX mortgage payment to Mr. Cooper on XX/XX/XXXX. On XX/XX/XXXX, I had awakened to realize that Mr. Cooper withdrew an additional 2-months ' worth of mortgage payments ( including the extra amount that I typically pay towards principal ). I am not enrolled in an autopayment program with them, so it appears that they utilized my stored banking info to make these unauthorized payments. During my several attempts to reach their customer service line, I was placed on hold and then the phone would just disconnect.
During the Covid-19 pandemic, I am thankful to be able to pay my expenses. However, by no means did I expect to pay a {$1700.00} mortgage payment on XX/XX/XXXX, only to have 2- {$1800.00} unauthorized payments withdrawn from my bank account 10-days later on XX/XX/XXXX. It is a weekend and I can not get anyone from Mr. Cooper on the phone to address this issue. When I called my bank, they were well aware of the issue and have received numerous phone calls from other customers who were also Mr. Cooper mortgage customers. Hours have passed, and the only correspondence from Mr. Cooper has been the following social media message almost blaming customers for payment issues, which the truth of the matter is that Mr. Cooper is responsible for billing issues that have resulting in stress, major bank account deficits and no quick resolution for their mortgage customers.
Mr. Cooper 's social media message posted XX/XX/XXXX at XXXX XXXX EST '' We are aware that some customers are experiencing payment issues today. We understand how concerning this is to those impacted, and we are working with the banks involved to resolve the issue as quickly as possible '' I'm writing today, to request that you look into this matter and the practices of this mortgage company.
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11/14/2023 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
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- Trouble during payment process
- Trying to communicate with the company to fix an issue while managing or servicing your loan
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Web |
Older American, Servicemember |
We have a Heloc from XXXX XXXX, which we have paid consistently despite the rate increases.
In XX/XX/, XXXX transferred the loan to XXXX XXXX and raised our fees and payments by more than XXXX.
When I called to inquire about the change, they stated it was a " system error that they were aware of and would be addressing... .nothing should change ... our amount would remain the same. '' An updated statement was sent, reverting back to our normal payment. I immediately submitted the payment via their online system, although their online system still reflected the inaccurate statement requirement.
I called again and they stated it would be rectified It wasn't.
I have since called 6 times asking for assistance. I have been disconnected 4 times and am again sitting on hold ... .so far 20 minutes and counting. I tried emailing and chatting, and still no assistance.
I have since received a letter stating that I still owe the XXXX XXXX which was due immediately or there would be penalties. Again, I was told this was an error in their system.
Last week they had a " system outage, '' which they now say is rectified, yet the data is still incorrect.
I received a New statement that now states we owe more than XXXX, including a past-due payment I already made.
It's now 40 minutes on hold.
I am a military widow on a fixed income and should not be taken advantage of in such a manner. I have made every attempt to communicate and address the errors in their system but to no avail.
Now they disconnected the call... again.
Their actions deserve to be investigated and reported as they seem to be fraudulent in their actions and customer service.
Would appreciate it if you could look into this. I am happy to provide any and all documents for proof and verification.
Thank you.
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03/17/2019 |
Yes |
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- Struggling to pay mortgage
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Web |
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I was with Seterus Mortgage company and in XX/XX/XXXXand in XX/XX/XXXX I requested mortgage assistance sending in mortgage assistance documents. I was told on both occasions that I did not qualify for any type of assistance and that I needed to submit payment. On two occasions I wired funds and they were returned because they said it was not the full reinstatement amount. The week of XX/XX/XXXX I spoke with an agent and he said that I may qualify for a repayment plan since my hardship was over. He told me what I needed to do and that I would need to have at least half of the amount I was past due on hand. The next week I overnight a cashier 's check in the amount of {$6000.00} to them with the retention letter that he told me needed to be included. The next week I receive a letter stating that my mortgage was being sold to a company called Mr. Cooper effective XX/XX/XXXX. I called Seterus and asked would this have any impact on my repayment plan process and was assured that it would not. On that same day I received the cashier check back from Seterus. On XX/XX/XXXX I contacted Mr. Cooper and was told that they were considering a loan modification, because I could not be considered for a repayment plan because the mortgage had already gone into foreclosure. Seterus never discussed that with me. I learned on Friday, XX/XX/XXXX that I did not qualify for a loan modification because the loan has previously been modified 3 times. I only recall twice. I was told that I have until XX/XX/XXXX to come up with the reinstatement amount of XXXX. I only have the XXXX that Seterus returned. I feel that Seterus should have not made me think that I was about to be in a repayment plan and now Mr. Cooper won't even consider helping me unless I come up with the full amount in two weeks.
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07/09/2020 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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I applied to refinance my mortgage and was assigned XXXX representative XXXX XXXX. He instructed what the process would entail and stated a loan processor, XXXX XXXX would contact me to begin the process. XX/XX/XXXX Ms. XXXX XXXX contacted by phone and introduced herself. She stated I would need review a " To Do '' list to submit documents to begin the process. She said the current submission of proof of my Social Security document was not sufficient, I would need to " submit a W4 or W2 ''. I told her the website does not request any of my personal financial information, may I submit other options. She was adamant I must submit my personal financial information for her to view. I requested to see this policy in writing, because their To Do website did not state persona financial documents. She avoided my questions and rushed off the phone by saying I will let you know. I waited over 36hrs and have not received a response. I believe this employee was trying to obtain personal information without following the guidelines and information listed on their website. She has not contact me back which created more suspicion. I contacted the 1st representative, XXXX XXXX who has refused to forward me to a supervisor or management to voice my concerns or receive an explanation. Ms. XXXX XXXX has not contacted me since I disputed her request and my application is remaining stagnate. I am not sure if she is discriminating because I am male who is asking for policy in writing, but my application should not be affected because of my gender. Or she was trying to receive my personal information to commit fraud. I do not know since she has not contacted me back. I am submitting a screenshot of their website To Do list and no where on their does it request personal financial documents.
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10/31/2022 |
Yes |
- Debt collection
- Mortgage debt
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- False statements or representation
- Attempted to collect wrong amount
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|
Web |
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Nationstar Mortgage LLC did not receive the promissory note from a party who was legally in possession or who had the legal capacity to transfer the note. Nationstar Mortgage, LLC has never been the owner of the note. Nationstar Mortgage LLC did not pay value for the note. Nationstar Mortgage LLC claims XXXX was on the original mortgage and that the homeowners agreed to designate XXXX as a nominee. XXXX IS NOT on the mortgage anywhere and the homeowners DID NOT agree to designate XXXX as a nominee. WHO TRANSFERRED the promissory note to Nationstar Mortgage LLC. Who was the custodian of the collateral file? How did Nationstar Mortgage LLC obtain possession of the promissory note?
What does " new loan '', " no cash '' mean?
Aurora Loan Services , Inc went out of business and did not have the authority to service transfer anything to Nationstar Mortgage LLC. Aurora Loan Services , inc had a cease and desist order against the company. A service transfer allows a servicer to collect payments for the LENDER. WHO IS THE LENDER? Who was Nationstar Mortgage collecting payments for? These are valid questions, as only the TRUE CREDITOR and legal owner of the debt should have received payments. A loan servicer is not the owner of the debt or the creditor. A loan servicer does not have the authority to bring a foreclosure action in its own name without the true creditor and owner of the note joining or ratifying the action.
The balance showing due on the mortgage payments is incorrect. Our mortgage was paid off and Nationstar Mortgage LLC was collecting payments on a loan that had been paid in full. Your business records are incomplete and you are not capable of showing the amount owed or not owed because you can not trace the loan history back to the original lender.
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02/11/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I have written to everyone I could think of, every year, regarding escrow issues with my mortgage company and the Maryland Department of Finance. The problem stems from a program with the Taxation and Assessments Program of the Maryland Department of Finance, which I have been eligible for for many years.This program allows for low income, senior homeowners to receive discounted property taxes. My escrow has caused me many problems over the years, however I have been able to take care of it with loans, loan modifications and other means. This year the loan company, Mr. Cooper, before the pandemic, sent me an Intent to Foreclose and my prior remedies are no longer possible. I am able to, and always have been able to, pay my mortgage plus whatever part of my escrow is not paid by the Maryland of Finance Program, but I can not pay the full escrow amount, otherwise I would not even be qualified for the discount program. I believe I have acted as a reasonable person and my mortgage company and the Maryland Department of Finance have not assisted me as experts in their field.
In an attempt to at least begin to remedy my problem, so I can keep my home of 34 1/2 years, I am trying to get the following information : 1. ) Is there a law or code, that you can give me the citation for, that allows for escrow to be late and how late?
2. ) Who is the correct person to contact for help with my mortgage problems, if it's not you. It is not fair that anyone with a mortgage should not be able to easily find this information.
3. ) Where can I get information about suing my mortgage company?
I will send documents soon, so you will better understand the situation. Also, I have very little money, so I hope to do as much as I can without an attorney.
Thank you very much, XXXX XXXX
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09/08/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Escrow, taxes, or insurance
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|
Web |
Servicemember |
Good afternoon, Sir/Mam, the issues I'm currently facing with Mr. Cooper mortgage is that, I am a XXXX XXXX veteran and have been approved by the state of Maryland as being Tax exempted. However, Mr. Cooper has been charging me Escrow fees since we moved into our home XX/XX/2021.
This was brought to light by my original lender XXXX XXXX ( XXXX XXXX XXXX ) who requested an update of my current mortgage as to ensure we weren't being treated unfairly and that we're paying the correct fees. Upon his review XXXX XXXX XXXX asked, " why are you putting money into an escrow account when you are Tax Exempt? '' I then told him I wasn't sure as to why Mr. Cooper charged me extra escrow but did mentioned that I had brought the issue up with Mr. Cooper, at which point XXXX XXXX XXXX XXXX suggested I file a complaint with the consumer financial protection bureau because I was being wrongfully charged.
I've contacted Mr. Cooper and spoke with the compaby several times about this issue. Representative from Mr. Cooper asked me to provide proof of my exemption letter multiple times and that which I did. However, Mr. Cooper mortgage claims they could not find my document on file. this has been ongoing for the past XXXX and half years since we moved into our home.
Furthermore, every year, it seems our mortgage seems to be increasing and this is due to the property tax for which I am exempt. My concern is that, if this continues, we may not be able to pay our mortgage and possibly lose our home.
The escrow payment is recurrent and I am attaching a copy of both my tax exempt letter and escrow charges for your review. Lastly, I have a family of six including a 1 year old and is just asking that each party is treated fairly as time are hard with the current inflations.
Thanks.
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11/01/2021 |
Yes |
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- Trouble during payment process
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Web |
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We closed on the refinance of our mortgage on XXXX XXXX and we set to have our first payment due in XXXX.
The closing documents we signed had the monthly payment as {$1200.00}. When I received my first statement from the servicing mortgage company, Mr. Cooper, the monthly payment said {$1100.00}. This was a pleasant surprise to see my payment lower than we expected. I thought there may be an issue so I contacted the refinance company, XXXX, and asked why this would be different. They told me to contact the mortgage company and find out. I called Mr. Cooper on XXXX XXXX to check the accuracy or my statement and verify that my monthly payment was correct. The person on the phone confirmed the payment amount was accurate and I was all set. I again questioned that I expected my payment to be well over {$1200.00} and they once again assured me the amount was correct.
Now, in XXXX I was on the app for Mr. Cooper and I see a statement saying my monthly payment is now much higher at {$1400.00}. I contacted them to find out why and was told that my taxes and insurance must have gone up and also that there was an escrow shortage that needed to be made up.
Upon further research, it's become apparent that when Mr. Cooper began servicing my loan they did not collect the Primary Mortgage Insurance for my loan while they were paying out for it from my escrow. After 8 months of paying for the PMI, it created an escrow shortage that should not have happened, especially since I had spoken to customer service to discuss the monthly payment discrepancy. I would have been paying the correct amount for the 2021 year if they had accurate numbers and competence when I had called before making my first payment. This is a mistake on their part and they should make up the difference.
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11/14/2023 |
Yes |
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- Trouble during payment process
- Trying to communicate with the company to fix an issue while managing or servicing your loan
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Web |
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I filed a claim with my homeowners insurance company back in XX/XX/2023 received the check from my insurance co. had to sign it and send it to Mr.Cooper to sign and release funds I sent the check with the insurance adjuster 's paperwork that they wanted to have, many months go by and they have not released the funds so I check online and they said they did not received the paperwork for the adjuster so I sent it again more time goes by and sent it again because they keep losing the paperwork so I sent it again today XX/XX/2023 been talking to them just about every week but there is always something holding up the check and it is always them stating that they did not get all the papers from the insurance adjuster that I had sent many times over, The check was in the amount of {$72000.00} as I read thru XXXX I see a lot of these remarks from people that Mr. Cooper is holding the insurance check ransom from people who have had a claim for their homes. I have even asked Mr. Cooper if they would call the insurance company to get everything that was supposedly missing from all these times that I have send the paper work to them and of they even stated they would call themselves as this is just unreasonably taking too long and they should have notified me about the missing paperwork from the claims adjuster even though I have sent it over to them multiple times over and it still gets lost, I don't think they are losing anything I think they are just holding the money in a bank collecting the interest off the checks that they receive for homeowners claims that they get. Mr. Cooper has had my insurance adjuster 's paperwork for months now with the check while my house is falling apart because of their negligence on getting the check issued for the roof to be fixed.
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09/05/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Trying to communicate with the company to fix an issue while managing or servicing your loan
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Web |
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Sine we purchased this home it seems like they have done everything possible to take it from us ... .From not applying payments properly, forcing us to add in taxes and homeowners and they never pay it on time.
They state if you have issues you can do this and that but when you try you never get a response then you call and find out you were denied and they didn't tell you because they started the forclosure.
We were put on a forbearance for a year during covid and how it was explained to us is that it would just be suspened instead they added about XXXX to our loan. if we knew they were going to charge us an extra year we wouldn't have done it. We owed XXXX now they say XXXX.
This is not right and very dirty company they have changed their name at least 4 times since we have lived here.
And like everywhere they say you have an account manager but good luck speaking to them when you ask for the name on the letter they say this person don't exist.
Every time I call you get a different person and not one of them has any idea what you are talking about, even though when I end my call I ask for a confirmation ( that I never get ) and to please note the account. DOES NOT HAPPEN!
Every time I call all they want is a payment it does not matter the situation and if they didnt do what they said they were going to do they just want you money.
Also we have tried to make partial payments bi-weekly and they leave it in unapplied funds never apply it and you have to jump thru hoops to get it back.
If you ask for a supervisor you get disconnected or just left on hold unti lyou hang up and if your past due they don't let you access your account on line and won't let your call go threw till they get a payment.
And it is a problem when they don't understand english.
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11/07/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
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Web |
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I submitted a letter to the XXXX Credit Bureau XX/XX/XXXX to update this suspicious information. I think you have not validated this account in accordance with Sections 609 ( a ) ( 1 ) ( A ) and 611 ( a ) ( 1 ) ( A ), and I will pursue legal action against them. This was already included in my prior complaint, and I'm including it again, as required under Section 609 ( a ) ( 1 ) ( A ) Disclosures to consumers [ 15 U.S.C. 1681g ] ( ( a ) Information on file ; sources ; report recipients. XXXX shall, upon request, and subject to 610 ( a ) ( 1 ) [ 1681h ], clearly and accurately disclose to the consumer. If the consumer to whom the file relates requests that the first XXXX digits of the social security number ( or similar identification number ) of the consumer not be included in the disclosure and the consumer reporting agency has received appropriate proof of the identity of the requester, the consumer reporting agency shall so truncate such number in such disclosure. & Section 611 ( a ) ( 1 ) ( A ) Procedure in case of disputed accuracy [ 15 U.S.C. 1681i ] ( a ) Reinvestigations of Disputed Information. If the completeness or accuracy of any item of information contained in a my file at XXXX is disputed by the consumer and the consumer notifies the agency directly, or indirectly through a creditor, the Bureaus shall, free of charge, conduct a reasonable reinvestigation to determine whether the disputed information is inaccurate and record the current status of the disputed information, or delete the item from my file in accordance with paragraph ( 5 ), before the end of the 30-day period beginning on the date on which the agency receives the notice of the dispute from the consumer or creditor.
NATIONSTAR MORTGAGE XXXX XXXX XXXX XXXX XXXX Balance : {$0.00}
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11/15/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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|
Web |
Older American |
XX/XX/2021 XXXX XXXX XXXX XXXXXXXX XXXX XXXX Address : XXXX XXXX XXXX XXXXXXXX XXXX, CT XXXX XXXX XXXXXXXX Mr. Cooper Loan # XXXX To Whom It May concern : Mr. Cooper has indicated in their most recentXX/XX/XXXX correspondence that the proposed post modification of unpaid principal balance of this loan is {>= $1,000,000} with a property value of {$360000.00}. In that same correspondence you refute any and all allegations of fraud, duel tracking and deceptive practices, yet it certainly appears deceitful, ( and that is putting it lightly ) to state the property value as {$360000.00} when the actual value of the home is {$310000.00}. A {$59000.00} difference is no little oversight.
Please know that the value of this loan did not become so inflated without an improper origin.
Deceptive practices such as disregarding homeowners ability to repay, high point adjustable rates and excessive fees, created an unsurmountable amount of debt for the borrowers ; and potentially a huge write off for the Mr. Cooper, if foreclosed.
Mr. Cooper has consistently conditionally approved a short sale or Deed In lieu, because that benefits the lender, but what about the borrower who was deceptively lulled into a loan that was a against their best interest. A principal reduction modification is necessary in certain circumstances and/or with certain loans like this. With that said I am also making a request for mortgage information.
And lastly, the borrower wants to keep their home. Principal reduction is the only resolution that can achieve that goal. Therefore, the borrower requests the modification denial be reconsidered with principal reduction.
Please help us to appeal to with Mr. Cooper to reconsider the court order modification.
Thank you, XXXX XXXX XXXXXXXX XXXX
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05/21/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
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|
Web |
Older American |
This goes back a number of years. In XX/XX/XXXX, my wife almost passed away from XXXX, a XXXX XXXX that would have been fatal if not treated. Up until that time we were on time with no problems. We struggled, but with third party intervention we were helped. Three years later, I almost passed away due to treatments for XXXX XXXX XXXX in both legs. A XXXX XXXX was found in time to prevent it from going to my XXXX. I've had XXXX XXXX since then. I can get the medical records for all of this.
We were able, with the help of another third party, to get some modification. We never really spoke to anyone in the company in any kind of civil manner. We spoke to different people every time we called. They tell us that there is a dedicated loan specialist to help us, but we never speak to him/her. They are split between Texas and Arizona. No consistency.
I had gone back to work before the pandemic hit. I believe we had contacted the company before this to maintain our modification, then COVID-19 hit, my building was closed, and I will not be going to work until XXXX. We were given a forebearance, which said that we weren't required to pay anything during that period. WE HAVE BEEN MAKING PAYMENTS THAT CAN BE CHECKED ON BANK STATEMENTS. I do not know if they have given us any credit for doing this. I also understand that Mr. Cooper was sued by a number of states ( including mine ) for unfair practices, and settled with those states.
We want to stay in our home and would like to work out some sort of settlement. I have a XXXX and XXXX year old. This is the only home they know. Finding out now that this company settled a lawsuit rather than challenge it gives me hope that they, or someone will help us.
Also, they never asked for any financial information from us
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08/10/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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We have spent a frustrating portion of this summer attempting to obtain a full accounting of the servicing of our loan and a payout figure effective XX/XX/XXXX. Over the past 3 months, we have spoken to multiple representatives at Mr. Cooper and have sent numerous inquiries through the Mr. Cooper website in an effort to obtain accurate Information. Each time, we request to speak with a supervisor and they have yet to be available or return out calls. Twice we were disconnected after waiting for more than 45 minutes to speak with a supervisor.
On XX/XX/XXXX, we received an email from the Subordination Department attaching a schedule showing a {$160000.00} balance and a XX/XX/XXXX maturation date. On XX/XX/XXXX we received a second email from the Subordination Department showing a {$44000.00} payout balance and a XX/XX/XXXX maturation date. The following week we received yet another document, dated XX/XX/XXXX reflecting a payoff balance of {$160000.00}. Not only are these values egregiously inaccurate and embarrassingly incongruous, we still havent received the full accounting for the loan that weve been requesting since XXXX.
Since this loan was originated, we have made an additional monthly payment of principal only in the amount of {$250.00} each month. These extra principal payments should have significantly accelerated the payoff of this loan, but Mr. Cooper shows no evidence that these payments were properly applied and accounted for. Clearly, we have lost all confidence as Mr. Cooper has demonstrated that this loan is being mismanaged and improperly accounted.
As we continue to be ignored by upper management and receive conflicting information, this correspondence constitutes our final effort to obtain a full and proper accounting of this loan.
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03/30/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Incorrect information on your report
- Account information incorrect
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Web |
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XX/XX/2022 my mortgage was purchased by Mr.Cooper. I typically pay my mortgage in XXXX partial payments. My XX/XX/2022 payment was the first payment to go directly to Mr. Cooper. I paid as typical. in XXXX partial payments, which was never an issue with my previous company. Mr. Coppers website and app has partial payments as an option. I was charged a fee in XXXX because according to Mr. Cooper although my payment ( and additional {$150.00} in principal I paid ) went towards an unapplied funds account. I called Mr. Copper 14 times and couldnt get through on their phone system. I emailed the company three times and received no response. I had to take a day off of work, to stay on hold for 2 hours in order to speak to someone from Mr. Cooper. Finally Mr. Cooper reversed the fee, and applied the funds correctly- BUT Mr. Cooper reported to credit companies that I did not pay my mortgage AND they placed my additional principal payment of {$150.00} towards a forbearance payment. I have never ever been late with a mortgage payment, and have excellent credit. I want this company to be addressed for reporting false information about me to the credit companies. Furthermore, Mr. Cooper does not answer their phones for hours and never reply to written inquiries or requests. The representative I spoke with stated he submitted an investigation request. It has been two weeks, and I still have no response from the company. I was only able to reach a representative after 14 prior attempts to call them. I was unable to wait on hold longer than 1 hour those 14 times. I had to take a day off to wait on hold for 2 hours to speak to a representative. These are poor business practices and failure to respond to written complaints, in addition to reporting false information.
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08/25/2019 |
Yes |
- Mortgage
- Other type of mortgage
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Web |
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We did not receive any information that our Jr. loan was a balloon mortgage ; we had no notification that it was coming to maturity ( whatever that means ). We didn't know what a balloon even was. We have our payments automatically drafted out of our accounts and in XXXX I received a text that we are behind on payments which confused me because all payments were drafted automatically. I immediately called Mr. Cooper to find our what was going on and what was a balloon. The explanation given that is what we signed up for it 15 years ago. First of all, once a balloon was explained to us, we would have never agreed to pay in full what was left on the loan. No way would we ever agree to pay {$17000.00} in one payment. I asked them why I wasn't mailed a letter or notified this was going to happen the first XXXX. Mr. Cooper stated that they sent emails and listed on our account. The only physical letter I received was that our Sr. loan payment was going up starting in XXXX, so I let our bank know. We didn't receive any communication on the smaller loan until I received a text saying we are delinquent on our loan payment and to call. That's when I called and found out we had a balloon loan and what it was. They told there is nothing they can do except sell my home and use the equity to pay off the loan. I shred with them that's not an option. I asked if there was way to continue to pay as we have been for the past 15 years and they said no. My complaint is that I didn't receive anything paper or email ; but they sure knew how to text me when I was delinquent on paying {$17000.00} on the spot. Now we are in a situation of losing our home ; not an option! I don't have any papers or emails to send to attach to this complaint because we didn't receive anything!
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02/25/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
I have submitted for assistance from Mr. Cooper. They did advise me that my documents are there but were just sitting there. I asked why they were just sitting there and was given the runaround. No one could give me an answer.. I called numerous times and finally I was advised by XXXX XXXX based in Arizona, that the reason theyre not reviewing my file is because I have an attorney on record.They insisted that my file needs the bankruptcy attorney 's consent. Why did it take them so long to advise that? That would have been simple to provide but it also does not make any sense. Please see attached document from the bk court stating that and I quote- It is further ordered " in addition to potentially pursuing other loss mitigation alternatives including but not limited to, a loan modification. '' After going in circles I was then advised that my file will not be reviewed as it is a commercial property. So which is it. It is not a commercial property. I live in my house. It is a single-family residence. Not a commercial property, it's not rented out. I actually live there. I am a XXXX XXXX XXXX vet and I do not pay property taxes. That would not be the case if this was a commercial property or non owner occupied property.
Please see attached utility bill showing that I live there and please also see attached documents from the county. Please also see my mortgage statement which shows the property and mailing address as the same. At this point I feel like I am being discriminated against based on my age and XXXX. My file has been neglected and looked over. Because I am older doesn't give anyone the right to ignore my inquiries. There is no valid reason why my file can not be reviewed for assistance. I do not want to lose my home. I have nowhere to go.
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05/04/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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This all started when the company Seterus took over the loan from XXXX. The time they took over its been nothing but XXXX what they put me through. First they took one of my payment and applied it to my escrow account when they should of applied to the loan payment. I had sent you CFPB information before on XX/XX/XXXX. XXXX is the reference number. They said they were going to fix the information and correct it. I had sent them this information on numerous times faxing all the papers showing them all my payments. Till this day I'm still getting harass about them not getting the payments they already receive even after sent them my copies of payments. The Seterus company now sold my loan to another named XXXX and now I'm going through this whole mess again because they are informing they I didn't make my payments because of Seterus and showing them that NOW they said they didn't make a XX/XX/XXXX payment of XX/XX/XXXX to which they have copies because I sent them numerous times because of their of their misapplying the previous payment earlier to which NOW I believe was a lie about them fixing it. I know i'd made my payments and I believe I shouldn't have to go though this all over again and costing me more money to send them information they already have. I really need help with this once and for all. If I need to hire some legal help please advise. Thank you. The person I'd talk from XXXX was XXXX XXXX who inform me about what is now going on with my loan with them now and Seterus and what they inform them about me. Like I said earlier it had all started with Seterus screwing up my payment and misapplying it from the get go from XX/XX/XXXX till now XX/XX/XXXX. If you need copies I will send them to you, NOT THEM ANY MORE. They already have them.
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10/18/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Payment process
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Web |
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My mortgage was sold to MR COOPER. I have always made bi-weekly payments ( plus a little more ) in order to pay down my mortgage. I have never been behind. Mr Cooper does not apply those payments, they simply " hold '' them - completely unapplied under the other payment comes in making a full payment. This completely negates the purpose of paying bi-weekly because since my payments are UNAPPLIED, I am still paying interest on the entire amount. I call every 2 weeks. It is like a full time job. This is their way to keep the interest compounding on the larger amount. Yesterday I spoke with XXXX who informed me that I need to give them my bank account information so they can debit my acct for bi-weekly payments. That is untrue. I've been in real estate over 30 yrs, 17 in sales. I am making my payments early or on time & they should be applied to the balance Immediately with the small amount of extra applied to the principle only. XXXX suggested I open a separate bank account if I don't " trust '' them & just use that. It is not necessary. He also informed me that I could refinance with a Portfolio lender who keeps the loans in house LIKE HE DOES - their rep doesn't even have his mortgage with them! I would love to do this but it would double my current interest rate. There are HUNDREDS of complaints, there's a woman who even made a tiktok video about this very issue. XXXX & XXXX are full of people complaining about them. People have even refinanced their homes only to be sold to them again a month or XXXX later. They are predatory and deceptive. They are taking advantage of people like me who can speak up but I can only imagine the frustration of those like the elderly or XXXX who have nobody to help them, tried & get nowhere with this company.
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10/03/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Mr. Cooper has failed to pay my taxes, failed to reimburse me for my fees and interest I paid because they did not pay my real estate taxes, and failed to add the new parcel on my account so this wouldn't happen again. A year later I am going through the same motions of failed tax payments, house being put up for auction, and long overdue bill with fees and interest with promises of resolution this time. I am doubtful of success after the last 3 attempts to resolve this with them.
I purchased my house in XXXX of XXXX through a different lender ( Nationstar? ) where it immediately changed hands to Mr. Cooper. My house has 2 parcels which were purchased appropriately, but in XXXX of XXXX, I received a letter of delinquent taxes for the one of the parcels where they didn't pay the taxes for the entire year and are about to put my house up for auction. I immediately paid the bill with fees and interest, where Mr. Cooper told me over the phone that they missed XXXX of the parcels with the Escrow Tax payments, were very sorry and have added the parcel back, and will reimburse the fees and interest. After no progress or update was done, I called back where I was able to get a confirmation email that they were supposed to have added the parcel back in, and are working to pay me for the fees and interest accrued throughout the year XXXX. No response or action despite follow-up calls, escalations, and faux promises.
Currently, I have received yet another letter that I have a few weeks to pay this Real Estate parcel tax bill that Mr. Coper has failed to pay ( again ) or my house is going up for auction.
I have no faith that Mr. Cooper will resolve this issue nor make restitution for their errors where I am looking for outside or legal assistance.
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11/01/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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7 days ago my point of contact of Mr. Cooper contacted me regarding extension of forebearance, she said she is going to submit a request to extend the forebearance and will get back to me shortly.
Its been 7 days and I haven't heard back from her. XXXX has arrived and this is the time Mr. Cooper asked me to contact them regarding making my payments otherwise my account will go in default.
I called Mr. Cooper today, first of all it takes a lot of time to reach an agent, when I reach an agent they speak in XXXX english, I made a call at XXXX XXXX PST time, the agent wasn't paying attention to what I was saying and her attention was somewhere else.
The agent asked me 10 questions to verify my account and then was taking me for granted, not paying attention to what I was saying.
It was really hard to understand her as she was speaking in Italian english.
We are calling regarding serious mortgage issues here and the customer service agents behave as if we are calling in a XXXX bar, there is no sense of seriousness here.
I asked her to transfer me to some other agent, she just placed me on hold and from last 10 minutes I am still on hold.
Why Mr. Cooper has provided me a point of contact, when I can not leave her a voicemail, email her and can not reach her? She is not reachable at all.
Mr. Cooper is complete mismanaged company.
They need to take their customers more seriously, rather than taking them for granted and treating them as they are no body.
everytime I have to come here and make a complaint to CFPB or contact XXXX, why I can not resolve my issues or concerns directly with Mr. Cooper.
And why they have to ask million questions to verify my account And why they don't have agents who can not speak proper english?
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10/25/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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To whom it may concern : I have been trying to save my home and to get approved for loan modification since XXXX. Originally I was dealing with Nationstar mortgage ( servicer ) who approved me for HAMP with a payment of {$2400.00} Payment for a trial period on XX/XX/XXXX. They then did not honor this approval.
I have had a HAMP underwriter review my application, income etc, and was told that I should be approved. I also dealt with HAMP Admin when HAMP was still available. I have been getting the runaround since. Applied multiple times after being told by Nationstar and Mr. Cooper that they were willing to work with me and based on the income, that I should receive a modification.
After numerous attempts of failed communication, false promises, and Servicer delays, I was forced to file bankruptcy in XX/XX/XXXX. While in bankruptcy court, the current lender Mr. Cooper 's attorney and a representative from Mr. Cooper spoke to me and told me that Mr. Cooper will be willing to work with me on loan modification once again. I since went to court had asked the judge to cancel the bankruptcy after I had already met with trustee and creditors and planned on moving forward with the bankruptcy, due to Mr. Cooper representative and their attorney stating that they would work with me. Once they the bankruptcy court canceled my bankruptcy, Mr. Cooper changed their position and now state that they will not even look at a modification application.
I, my wife, and my son are all now working and can afford to pay a reasonable payment, however, Mr. Cooper refuses to honor what they have stated. I am at my wit 's end and do not know what else to do to. I do not want my wife and I and my XXXX children to lose our home. We greatly appreciate all your help!
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03/02/2023 |
Yes |
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- Struggling to pay mortgage
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Web |
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XXXX 2022 called Mr Cooper to advise job loss due to Covid , had obtained new job but would not have first paycheck for several weeks -Was told I would be placed on an agreed payment plan that would not affect credit, was instead placed on a payment plan that resulted in credit affected.
-Advised payment plan installment must be called in to pay via phone -Paid via phone to then have an unauthorized automatic payment debited same week resulting in bank fees, several hours on the phone with Mr Cooper and Bank conferenced together.
-Both debits were credited versus the intended 1, resulting in defaulting out of payment plan without consent. This was Mr Cooper processing error.
-Placed back on a payment plan to correct processing error for additional 3 months -Questioned Mr Coopers new payment plan as the payment amount did not add up to the amount owed to catch up missed XXXX payment.
-Mr Cooper assured on several calls that amount was correct.
-Mr Cooper assured on several calls that notes were left confirming I was calling in concerned about the amount and confirmed amount reflected correctly for repayment plan -Amount was incorrect resulting in completing the repayment plan reflecting still delinquent.
-Placed back on repayment plan and again, amount was questioned as this was too low.
-Mr Cooper assured this is correct and advised they made note again that this concern was addressed.
-Repayment plan completed resulting in still reflecting delinquent.
-Contacted Mr Cooper again looking for resolution as the continued processing errors caused by Mr Cooper has had a direct and catastrophic impact on my credit score, credit limit, and placed a detrimental financial burden and strain being unable to afford basic living commodities.
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09/06/2021 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
I basically did all the homework on this and figured it all out. Mr. Cooper pocketed {$320.00} in overage after my principle was paid off. I refinanced my house in XXXX with a settlement date of XX/XX/XXXX I discovered it while closing out my accounting books for XXXX using double entry method. I use double entry accounting method under XXXX open source software. The strange thing is that the only way I was able to catch is because the losing lender pocketed {$320.00} in overage that they never gave back to me from the software categorizing monies in and monies out. At any rate, the summary is below.
MR. COOPER UNPAID BALANCE GOING INTO SETTLEMENT $ XXXX XXXX ) was the principle left to pay going into the settlement.
{$510.00} was my additional payment of principle on XX/XX/XXXX.
$ ( XXXX ) was the final adjusted principle left to pay going into the settlement $ ( XXXX ) was the Reconveyance Fee going into the settlement $ ( XXXX ) was the County Recording Fee going into the settlement $ ( XXXX ) was the Expedited Delivery Fee going into the settlement $ ( XXXX ) Is the total Unpaid Balance ( UPB ) going into the settlement ( sum of the above ). XXXX XXXX SETTLEMENT ACTIVITY {$260000.00} was sent to MR. COOPER by XXXX XXXX $ ( XXXX ) was the new loan amount at XXXX XXXX $ ( XXXX ) is the difference between what was sent and the new loan amount.
ALL DISBURSALS BY MR. COOPER XXXX WHETHER COMPLETE/INCOMPLETE ) $ ( XXXX ) Is the total Unpaid Balance going into the settlement ( sum of the above ).
{$260000.00} was sent to MR. COOPER by XXXX XXXX {$1500.00} Overage $ ( XXXX ) Mr. Cooper disbursed this amount to me as a result of overage {$320.00} Is the amount of overage that MR COOPER failed to pay out to me, which I am recovering.
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12/02/2019 |
Yes |
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- Struggling to pay mortgage
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Web |
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XXXX- My Bankruptcy Attorney was told by a representative from Mr. Cooper that my home did not have a foreclosure sale date. I contacted Mr. Cooper and requested a loan modification application to be sent to me. I was informed my home did not have a foreclosure sale date from a representative based out of Arizona. XXXX I contacted Mr. Cooper again regarding the application being sent to me. Also, I was informed a second time my home did not have a foreclosure sale date. XXXX I received my loan modification application and a letter dated XX/XX/19 from Mr. Cooper to return the application by XX/XX/19. On XX/XX/19 I spoke to a Loss Mitigation, representative based out of Texas, who informed me my home was foreclosed and sold at auction on XX/XX/19 and is bank owned by Mr. Cooper. I was told eviction proceedings were not implemented at that time. XXXX My home is placed for a second auction and does not sell on XX/XX/19. On XX/XX/19, a notice was placed on my front door from Mr. Cooper instructing me to call. XXXX I spoke to a representative based out of Arizona , XXXX , who informed me the reason for the posted notice is due to Mr. Cooper offering me a second chance through a FHA program to help me keep my home. XXXX stated the application will be mailed out the same day ( XX/XX/19 ) and I should receive it in 3-5 business days. On XX/XX/19, a letter and 3-Day Notice to Quit, with a date of XX/XX/19, is posted on my front door from the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX. On XX/XX/19, I spoke to a Mr. Cooper representative, XXXX, notifying her of what occurred. XXXX informed me the program I was offered was longer available, the house is already foreclosed, and I need to contact the attorney regarding the 3-Day Notice to Quit.
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04/12/2019 |
Yes |
- Mortgage
- Reverse mortgage
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- Struggling to pay mortgage
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Web |
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I was taking care of my grandpa, and I was paying on the mortgage with XXXX XXXX, well the last 3 months I had to stay with him, as he was XXXX, he then XXXX, and then XXXX XXXX switch the mortgage to XXXX, they sent a statement out and I contacted XXXX to let them know I was the one paying on the mortgage, so I asked them what amount and such can I pay, they said they won't take my payments, so I let it go for a week or 3, and I contacted them again ask said I need to pay, they still said they won't take the payments, so not knowing what to do or what they would do I left it alone for XXXX XXXXt, then they send a foreclosure papers, well then I searched for an attorney, I found one but all he did is take my money and did nothing, so I had finally found another, and that didn't work out as they were agreeing to things without asking me or talking to me about it and I've already filed against attorney now it's your turn I offered to pay and in my grandpa 's will said he wanted me to continue living on the property of XXXX XXXX XXXX XXXX XXXX XXXX both XXXX and attorney said I have no rights, I trusted and trusting gets me out of XXXX XXXX now I have less then two weeks before I'm homeless and a XXXX dollars isn't enough to get me new pkace and I talked to attorney general and another person and they said mortgage companies don't care where the money comes from as long as they get there money both XXXX and attorney screwed me royally so I'm suing XXXX because it should have not gone this way they never even asked me how much I was going to pay or anything but now that it was in foreclosure and it's XXXX XXXX now I can pay what's that's that's wrong and they sold the house before the reception period was up so I will see them in court
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04/05/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
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Web |
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Hello, I first reported the problem on XX/XX/2021 and got a incomplete response on XX/XX/2021.
It's about the balance of my Mortgage loan being reported to XXXX, XXXX XXXX XXXX at {$250000.00} and recently XX/XX/2021 received a email from XXXX stating my loan balance is {$250000.00} after they reached out to my Mortgage Loan Servicer Mr. Cooper. The correct Mortgage Loan Balance is {$230000.00}. I recently found out about this information being inaccurate with all Three Credit Bureaus is because my Credit Score was decreased.
I will be sending by email a letter to the Researchincoming @ mrcooper dated for Today XX/XX/2021 that is a part of the attachments.
You can only reach the people who does the investigation into this issue is by email only - reseachincoming@mrcooper.com or by mail. I have spoken to a CS Representative to see if I can speak them about this problem and I can not and they only addressed one Credit Bureau which is XXXX and I sent the all three to show them the problem which has not been corrected nor my Credit Score.
This is a copy of the Email I sent on - Fri, XX/XX/2021 XXXX pm ( XXXX ) To : you ( Bcc ) + 1 more Details Hello Research Department, Please acknowledge you received this email, so, I know it has gone to the correct place. I have recently discovered via my Credit Score being reduced, that all Three Credit Bureaus has the same incorrect my Mortgage Balance. Please find attached all Three Credit Bureaus reported amount of my Mortgage being {$250000.00}, when is actually {$230000.00}. There is {$23000.00} difference. Can you please correct this problem with the Credit Bureaus and inform me when this issue is resolved and my Credit Score is corrected.
Thank you for all your help with this matter
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09/28/2023 |
Yes |
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- Trouble during payment process
- Trying to communicate with the company to fix an issue while managing or servicing your loan
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Web |
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After my father passed away, it took a over a year to get the courts to name me as executor of the estate. Admittedly, the account has not been paid as the estate has no assets. I am in the process of trying to sell the home to pay off what I can on the mortgage. Mr. Cooper calls me on a weekly basis. I have tried to update them and have been very open about the issues I have had. When I can't answer, they leave a voicemail with a number to call them back. When I call back, I get an automated system that says " Thank you for calling Mr. Cooper, it appears you have reached us by mistake, your loan is serviced by Mr. Cooper ''. I get past that message and then hit an automated system that tells me to enter the last 4 of the SS number or the account number. I am unable to get past this. I have been lucky a few times and have actually been able to reach a person. I have no idea why it worked. Most times, it's just 20 minutes of an automates system telling me that they need to verify my info before they can speak to me. Today, I somehow actually got a person who told me they were calling because they needed a copy of the death certificate. I have provided this ( via email with proof ), 3 times already. I sent it again. I asked for help with the verification system and they said they can't. I asked for a supervisor and was told that my call would be sent over to escalation. After 20 minutes of not being answered, I hung up. Today I spoke with a woman named XXXX. I am trying my best to settle this account. If Mr Cooper is going to continuously call me and leave messages with a number that I can not call back on, I feel they are simply harassing me and trying to make it look like I am not being responsive. No one at Mr Cooper will help me.
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12/14/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
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I discussed with the Mortgage company over the phone way back last week of XX/XX/XXXX, 1st week of XX/XX/XXXX, that I am no longer interested on doing " ASSUMPTION PROCESS '' and his name was XXXX. I did cancel over the phone. And I know the fact and they keep on repeating on me that papers good only within 30 days, since we never open up the topic about " Assumption '' so, for what i've known and repeatedly telling me by them that 30 days will expired. And the mere fact i cancelled over the phone. They should be chain reaction to all their department. They should be updated and systematic. So much inconsistent information. So, to make the story short assumption is " voided ''.
Now, since we are delayed for the mortgage payment, we are applying for " Payment Plan '' today XX/XX/XXXX and spoke with XXXX for almost 1 hour discussion because he needs to do the paper works for " Payment Plan '' and told me starting XXXX XXXX will be my first payment, but when he tried to be " approved '' it doesnt allow him, they found it that my " assumption application '' still active. VERY INCONSISTENT INFORMATION, THEIR STAFF NEED LITERALLY TRAIN HOW THEY WILL GIVE CONSISTENT INFORMATION. XXXX trying to help us, but his supervisor doesnt allow him to file the Payment Plan, they're stopping them to approve it due to Pending Assumption Paperworks, and almost 3 months passed by. We dont want to loose our home. We never know if this is only they're " tactic '' or " strategy '' so we can't able to do payment plan. We love our home and they been telling us when you call them " we're here to help you '' and it doesnt make sense, if things are not UPDATED on their system. We need help to make this people from their company to be ORIENTED, so no confusion.
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10/04/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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I have repeatedly contacted my Servicer, with the desire to resolve and settle my account. My current Servicer was also at one time the owner of my mortgage. I have received the " run around '' to say the least. Complaints that I have filed with CFPB have been answered insufficiently, with answers that are either incorrect and/or do not apply to the issues. On XX/XX/XXXX, Mr. Cooper Associate, XXXX XXXX, replied to the complaint which I filed on XX/XX/XXXX. The complaint was regarding Nationstar/DBA Mr. Cooper and previous OWNERS of my mortgage who have not sent Welcome and Good-bye letters when my mortgage changed OWNERSHIP, as required by the Truth in Lending Act, 15 U.S.C. 1641 ( g ) Liability of ASSIGNEES states requirements for OWNERS, ASSIGNEES, AND CREDITORS of the mortgage. In her response, Ms. XXXX stated the following : " Our records confirmed that XXXX XXXX XXXX XXXX XXXX has been the active owner of the account since XX/XX/XXXX ; therefore, no notification regarding the change of the owner of the Note as the owner has not changed. '' This is inaccurate information, as proven by attached Assignment of Mortgages dated XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. According to documents recorded with my local County Clerk, Nationstar Mortgage LLC/DBA Mr. Cooper was the owner between the dates of XX/XX/XXXX and XX/XX/XXXX. I contacted Ms. XXXX by email on XX/XX/XXXX, asking her to address this incorrect information, along with other issues. I have still not received a reply. I am attaching the email which was sent to Ms. XXXX. Ms. XXXX also stated that after reviewing my account, it was found that the account originated on XX/XX/XXXX. I have also inquired as to who the account originated with according to Mr. Cooper 's records.
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11/08/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Paying off the loan
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Web |
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I am currently selling my home. I was informed 2 days prior to closing that the title company was unable to obtain a payoff letter from Mr. Cooper. When I contacted Mr. Cooper on XX/XX/2023 I was informed that there was a cyber security breach, their system was on lock down and would not be able to provide this information for closing. I was directed to provide the title company with the last statement, showing the interest bearing principal balance. I asked to speak with a supervisor who also said there was nothing that can be done. The supervisor was unable to provide an ETA on when they would be able to provide a pay off letter.
I called again, later in the evening, and spoke with a different repersentive and mentioned to them pulling the information from there backups which is required by the FTC Sageguards Rules. She reiterated there was nothing that can be done due to their system being on lockdown. She would not transfer to any supervisor when requested or give further details other than to refer to their website for a statement.
Due to this, myself and the buyers are now facing financial harm if the payoff letter can not be provided for closing. If the underwriters approve closing based of the last statement they will then hold all proceeds until we can obtain the payoff letter.
The title company has called Mr. Cooper multiple times. However, they have not been able to obtain any information either. If I can proceed with closing, I have no way of knowing when the proceeds will transfer. If the underwriter does not approve the closing, the buyers have no where to move to and I am now contracted to lease another property, meaning I will be paying for a mortgage and a lease until Mr. Cooper can provide a payoff letter.
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06/07/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
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Web |
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My monthly mortgage payment is {$1500.00}, but XXXX additional {$1400.00} each month to be applied as additional principal.
On XX/XX/21 I made payment to my mortgage company XXXX for {$3000.00}. {$1500.00} of this was my normal mortgage payment, and {$1400.00} was additional principal. Afterwards, I received a letter stating that Mr. Cooper had bought my mortgage. I called Mr. Cooper and was told that XXXX would forward my payment to them, payments would be applied the date that XXXX received them, and that I didn't need to do anything except make my next payment to Mr. Cooper.
Mr. Cooper finally applied XXXX payment on XX/XX/21, but also did so incorrectly. They applied the {$1400.00} as a partial XXXX payment, then reversed that and set it as unapplied funds.
On XX/XX/21 I paid {$3000.00} directly to Mr. Cooper. {$1500.00} of that was my normal payment, and XXXX was to be applied as additional principal. On XX/XX/21 Mr. Cooper told me over the phone that there was a " Bill Pay '' error and that they lost the payment ( along with thousands of others XXXX, and that I would need to send it again. I was also told that they would move the payment back to XX/XX/21 since it was their " Bill Pay '' error. On XX/XX/21 I made two payments for {$3000.00} each, one for the lost XX/XX/21 payment, and one for my monthly XX/XX/21 payment.
First of all, both payments were posted on XX/XX/21, when one should have been moved to XX/XX/21. Secondly, they only applied {$1400.00} as additional principal instead of {$2900.00}. Their website doesn't show what happened to the rest of the money. I have called numerous times and they keep saying they will fix it, and never do. When I call and escalate it, they say they will call back and they don't.
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09/08/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Escrow, taxes, or insurance
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Web |
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My loan was transferred on XX/XX/2023 from XXXX XXXX to XXXX XXXX XXXX. XXXX XXXX XXXX received a transfer of the escrow funds sent by my insurance company ( XXXX ) of approx XXXX to complete repairs to my property.
XXXX insurance claims.
XXXX. ) XXXX XXXX. ) XXXX They never released the funds to me to pay the contractors.
For months I have called them continuously as well as the contractor and provided what they asked for. My roofer contacted them on several ocassions as well about the {$2900.00} to initiate the replacement of the roof which has become a health hazard for us due to mold.
Multiple times ( 6 on my side ) they assured me and ( the roofer that they were releasing the funds and sending me a check but never did. Everytime I called they had no recollection of the previous call. Or had a different excuse.
On XX/XX/XXXX I spoke to the escalation department and the lady told me that they were sending XXXX of the XXXX check to me ( after a 30min agitated conversation ) Again, the check was still withheld. Never sent as promised. The roof has been leaking even though hurricanes since XXXX.
I called back again, XX/XX/XXXX. Apparently they changed their name to XXXX XXXX instead of XXXX XXXX XXXX and now one department tells me they have my loan but the department of loss mitigation that has the escrow disbursement tells me that they dont have my loan or the funds and it was sent back to my original lender, which was XXXX XXXX XXXX
I called XXXX XXXX. They do not have my loan. So again I am being lied to by XXXX XXXX and they are refusing to now acknowledge they have and further release the funds. This is the embodiment of unfair acts, deceptive practices, as well as organizational deceptive teaching.
Please help.
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12/23/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I have experienced multiple errors with my escrow account since the mortgage was sold to Mr Cooper.
Problem 1 : Mr Cooper paid the incorrect hazard insurance company despite the fact that I informed them that my insurance was changing in advance of Mr Cooper issuing the payment. My notice to Mr Cooper occurred on XX/XX/22, and they confirmed receiving my notice on the same day. Mr Cooper 's payment to the incorrect company occurred on XX/XX/22. The error resulted in {$3500.00} being paid from my escrow account in error, resulting in a negative balance in that account. After this error occurred, Mr Cooper refused to assist in recovering the money from the incorrect company. I spent several weeks, and dozens of hours of my time to correct Mr Coopers error, which to date they have still failed to acknowledge as their error.
Problem 2 : Because of the mismanagement outlined in Problem 1 I requested to cancel my escrow account with Mr Cooper. Mr Cooper provided a written letter dated XX/XX/22 stating that they could not cancel me escrow account due to my loan to value ( XXXX ) was less than 80 %, which they defined as the current balance divided by the original loan amount. Since receiving this notice I have taken significant efforts, including selling other assets to bring my XXXX ratio below 80 % using the definition provided in the XX/XX/22 letter. On XX/XX/22 I contacted Mr Cooper via telephone after successfully bringing my XXXX below 80 %. The agent I spoke with stated that XXXX could not be deterred based on the original loan amount and that I must pay Mr Cooper to perform an appraisal to determine my XXXX. This directly contradicts the written letter from XX/XX/22 and reeks of greedy, fraudulent, money grabbing behavior.
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12/30/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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In late XXXX I received Nationstar/Mr. Cooper XXXX Statement for {$1100.00} & balance of {$97000.00} XX/XX/2018, mailed XXXX Check # XXXX, {$97000.00} to Nationstar/Mr. Cooper XX/XX/2018 Nationstar/Mr. Cooper deposited check in XXXX XXXX Account # XXXX XXXX payment of {$1100.00} was due by XX/XX/2018 XX/XX/2018 Nationstar/Mr. Cooper reported my account delinquent to XXXX, XXXX and XXXX Credit Reporting Agencies while in possession of {$97000.00}, labeled my Nationstar/Mr. Cooper Account Delinquent and charged a late fee of {$56.00}.
It took 35 days for Nationstar/Mr. Cooper to refund my {$97000.00}, with additional interest charge of {$8.00} per day, an additional 7-day hold placed on Nationstar/Mr. Coopers check by XXXX before I could access the {$97000.00} and re-start the process. This took a total of 45 days.
TIMELINE BREAKDOWN OF THE {$97000.00} XX/XX/18 Friday : Nationstar Deposits Funds XX/XX/18 Thursday : Nationstar Returns Funds to me ( via XXXX ) XX/XX/18 Saturday : I Deposit Funds, but they are held until XX/XX/18 XX/XX/18 Friday : Total Funds Available XX/XX/18 Friday : Nationstar Receives {$98000.00} The Payoff Amount for XX/XX/2018 was {$98000.00}.
The Payoff Amount for XX/XX/2018 was {$98000.00} This 42 day time frame of my {$97000.00} being unavailable increased my interest charge by {$250.00}.
XX/XX/18 Payoff {$98000.00} XX/XX/18 Payoff {$98000.00} = {$250.00} Attachment 1 Nationstar/Mr. Cooper XXXX Payment Statement Attachment 2 Cancelled XXXX Check XXXX Attachment 3 Nationstar/Mr. Cooper Payment Activity Please view the two Posted Payments date XX/XX/18 Attachment 4 Merged Credit Report Attachment 5 Nationstar/Mr. Cooper Loan History Please view Transactions XXXX XXXX Attachment 6 XXXX Deposit Slip
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03/21/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I was on a forbearance plan that ended in XXXX. I was told by my mortgage company Mr. Cooper, that after they took my payment on XX/XX/XXXX, I would be able to resume my future mortgage payments as normal without penalty or harassment.
Last week someone came to my house with a letter and Mr. Cooper is now demanding the full lump sum of the forbearance - over XXXX.
I called Mr. Cooper and was on the phone all day on Monday XX/XX/XXXX. I spoke to XXXX, who transferred me to XXXX, who was reviewing my problem when she hung up and did not call me back. I then called and waited on hold another XXXX minutes before speaking with Ira XXXX at XXXX p.m. she was filing a request she said and would call me back on the XXXX or XXXX. She nor anyone ever called me back.
Today - XX/XX/XXXX, I called and spoke to XXXX at around XXXX p.m. She could not connect me with Ira XXXX XXXX a supervisor and wanted to argue with me that I was owing all the money and was still saying I have to pay back the full lump sum. When I asked for the supervisor she said she could only have someone call me back. I asked if I would actually get a call back this time and she said yes. When I asked for someone that could help me get answers today, she put me on hold and then disconnected the call. I have not gotten a call back yet today and that was over an hour ago.
I was told when I started this plan that my forbearance payments would roll to the end of my mortgage without penalty.
I feel I am being stressed, harassed and lied to by this mortgage company. They tell you one thing and then do another, treating me like I am a derelict after taking payment. I have been in my home over 30 years. They are not giving me answers and passing the buck. Please help me.
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08/17/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I have had insurance coverage on the mortgaged property outside of escrow since XX/XX/XXXX with no lapse in coverage. The coverage amount is {$50000.00} with a {$5000.00} deductible.
XX/XX/XXXX I received a letter from Mr. Cooper stating I was to be receiving forced placed insurance. I had insurance through my agent outside of escrow and the insurance documents had been uploaded to their server. The system they use to apply forced placed insurance is tailored to benefit the application of forced placed insurance and put the burden of proof onto the customer.
In XXXX of XXXX I received a letter from Mr. Cooper stating my maximum deductible needs to be 5 %. I have asked for this guideline to be proven in writing from our original contract. I asked in an internal message system on XX/XX/XXXX, and twice on XX/XX/XXXX. I have yet to receive anything in writing proving this guideline. It does not exist. Therefore, this company is enforcing higher insurance cost onto their customers through arbitrary means.
In a phone conversation XX/XX/XXXX Mr. Cooper called me to talk about the insurance deductible of 5 %. The agent had no written proof and said it's the system that generates the infraction and there's nothing they can do about it. The system is created by Mr. Cooper or affiliates therefore there is everything they can do about it. It comes down to arbitrary application of guidelines which cost the customer more money and benefit Mr. Cooper and it's affiliates.
Also Mr. Cooper 's practice of arbitrary actions cost me time in having to deal with their actions. Additionally I have to pay for items placed on my account for fear of being reported to credit agencies for default payment.
Thank you for your time in review.
.
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02/27/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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I had a major medical issue that required extensive surgeries and treatment over 18 months. During that time I fell 2 months behind and was in the process of a modification when the Mr. Cooper rep talked me into changing from a modification to a forbearance. ( I was doing modification in XXXX XXXX and covid hit in XX/XX/XXXX XXXX I took the forbearance because they said I could not be in 2 programs at once and I really didn't know how bad the covid thing would get. I was on a forbearance until XX/XX/XXXX and I contacted them in XXXX XXXX to start the modification process again. Now they say the only option the can give me is to pay XXXX in full to catch up or short sale my home or a deed in lieu and have denied me for both a modification or a deferment of the covid year forbearance. I have $ XXXX in equity, now that I am back to work, I am back earning more than enough to pay the $ XXXXmo mortgage payment and their 7.99 % " take it in the XXXX interest rate '', I have zero other credit card or loan debt. All I am asking is for them to tack the amount to the end and I will make payments while simultaneously looking for a new and more reputable mortgage company. They have lied and have told me conflicting information every single time I speak to them, it feels they make up rules as they go and I am done! I have been completely mislead and feel they are taking advantage of people and bad circumstances of medical issues and covid. My house has modifications and special features installed for my XX/XX/XXXX daughter. I have invested a lot of time and money to provide a safe and XXXX accessible features for my daughter. These modifications were made because of my intent to stay in my home with my daughter. I am not going anywhere.
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04/24/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Older American, Servicemember |
XX/XX/20 paid XX/XX/20 statement of {$390.00} ( total remaining balance on account ) in full which was cashed by Mr. Cooper XX/XX/20 XX/XX/20 received XX/XX/20 statement of {$2500.00} including a late fee of {$100.00} XX/XX/20 tried to send several messages through Mr. Cooper website which would not go through.
XX/XX/20 received check from Mr. Cooper for {$390.00} with no explanation, nothing.
XX/XX/20 promptly returned Mr. Cooper check of {$390.00} to Mr. Cooper and asked for an explanation of what was going on with statements, payments, late charges, etc.
XX/XX/20 finally got a response from Mr. Cooper, {$390.00} payment wasnt the full amount owed HOW WAS I TO KNOW?????? They will send a payoff statement.
WHAT A SCAM HOW CAN SOMEONE PAY SOMETHING THEY DONT KNOW THEY OWE??
HOW CAN SOMEONE BE CHARGED A LATE FEE FOR A BILL THEYVE NOT RECEIVED?? THIS SOUNDS TOTALLY FISHY TO ME.
XX/XX/20 received payoff quote from Mr. Cooper, which included the {$390.00} amount ( less {$.00} ) already paid and the {$100.00} late fee THIS IS NOT CORRECT NOR IS IT RIGHT HOW DOES A COMPANY EXPLAIN CHARGING YOU TWICE AND THEN CUTTING YOU A CHECK FOR YOUR PAYMENT SO THEY CAN CHARGE A LATE FEE???
XX/XX/20 received letter that loan is now in default.
XX/XX/20 sent wire transfer per mr. cooper instructions for full amount of quote. See attached XX/XX/20 received NEW quote dated XX/XX/20 and good until XX/XX/20 ( the date I received ) with an additional late fee. See attached.
Sure sounds like a scam to me delay correspondence and continue to add on charges. Sounds like Im back to where I started in XXXX have paid the {$390.00} twice and now owe over {$200.00}. In late fees. And that doesnt even count the credit implications. This is CRIMINAL.
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11/04/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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On XX/XX/XXXX Mr. Cooper claimed to have received the only RESPA Notice of Error I have sent them in XXXX dated XX/XX/XXXX. See attached. Nationstar accepted an over charged amount for late fees of {$2800.00} and internally allocated {$11000.00} indicating an inaccurate XXXX late fee payments were made. Nationstar mailed me XXXX false outbound account reports concealing this fact in lines XXXX. XX/XX/XXXX the company 's counsel sent me by email an internal account history claiming XXXX inaccurate allocations of {$2700.00} and XXXX of {$110.00} and I verbally disputed this and XX/XX/XXXX Nationstar again sent their counsel a false claim of these lines being updated in a letter through the mail dated XX/XX/XXXX. I used this statement to rely on to govern myself through court pleadings and XXXX invalid agreements with Mr. Cooper.
XXXX through XXXX of XXXX I requested a copy of the account history and received XXXX XX/XX/XXXX and XX/XX/XXXX that disclosed fraudulent concealment of the inaccurate late fee payment allocation that negatively impacts my ability to apply for residential lending. XX/XX/XXXX I noticed Nationstar. They unlawfully acknowledged my clear claims XX/XX/XXXX stating falsely they received the RESPA notice XX/XX/XXXX.
Mr. Cooper as of XX/XX/XXXX has ultimately failed to claim no error exists, failed to respond within the 30 days of the XX/XX/XXXX notice or within 30 days of their claim of receipt of the valid RESPA Notice of ERror in payment allocation, leaving unearned never performed lender fees of {$2000.00} sitting in a still currently open suspense account and leaving {$11000.00} allocated toward deferred and current late fee payment when Mr. Cooper accepted an over charge without refund of {$2800.00}.
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10/11/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My mortgage was sold to Rightpath Servicing ( XXXX XXXX XXXX, XXXX, Tx XXXX ) during XXXX of this year from XXXX XXXX XXXX I had {$1900.00} in my escrow when my loan was sold in XXXX. My homeowners insurance has always came out of escrow. ALWAYS for 20 years. I don't know what happened when my loan was sold but my homeowners insurance was not paid in XXXX of this year when it was due. My homeowners insurance was going to lapse because the mortgage company never paid it despite me and my agent sending in several invoices to them. This has caused me to have to pay my insurance out of pocket for the past two months, which is an additional burden. I have attempted to contact Rightpath for the past 3 weeks at their customer service number of XXXX. A automated person will answer and ask for identifying information, then it will say " let me connect you with customer service ''. Then no one EVER picks up the call. After 20 minutes or so the call will just disconnect. I have 18 screen shots of calling the customer service number for the past 3 weeks and I continue experiencing the same issue. I have emailed Rightpath as well and received a note in my account saying they received my " ticket '' from XX/XX/XXXX yet they have done NOTHING to update my escrow or pay my homeowners insurance. Plus the entire time you can not reach a customer service representative on the phone. My insurance agent has experienced the same issue. I would like to file a formal complaint against Rightpath and I need someone to help me resolve this issue. I do not know where my escrow money is and why no one has contacted me to this date. I did NOT give anyone permission to change my escrow and I have continued making the same payment amount the entire time.
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09/01/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I overpaid my mortgage ( in my deceased husbands name ) to Mr. Cooper as their quoted payoff amount remitted XX/XX/2021 did not include the previous payment made on XX/XX/2021. On XX/XX/XXXX Mr. Cooper representative XXXX told me I would receive a refund check in the amount of {$1500.00} within 30 days. It never came. On XX/XX/XXXX Mr. Cooper representative XXXX said a check will be sent again, and should be received within one week. It never came. On XX/XX/XXXX Mr. Cooper representative XXXX told me to send a voided check to XXXX to have the funds direct deposited within 48 hours ( sent same day ). The refund never came. On XX/XX/XXXX Mr. Cooper representative XXXX told me the funds should be deposited by XX/XX/XXXX. They never came. On XX/XX/XXXX Mr. Cooper representative XXXX told me I would have to prove that I am the one who was providing payments to them by sending XXXX the last 12 months worth of checks Mr Cooper processed from me ( sent same day ) and I would receive payment within 48 hours. It never came. On XX/XX/XXXX Mr. Cooper representative XXXX said the voided check they received from me was uploaded to the wrong file. She corrected it, but needed her manager ( who was in a meeting and couldnt be reached ) to approve the refund and I will receive the overpayment within 3 business days of manager approval. She was not able to tell me when or if the manager would approve her request. The obvious obfuscation and delay tactics have devolved into the dog ate my homework quality excuses with the intent of depriving me of {$1500.00} that they over billed me for. While Mr. Cooper does admit the refund is due they continually do not issue it. Please help me with this questionable business practice and attempted theft.
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04/15/2020 |
Yes |
- Mortgage
- Other type of mortgage
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Web |
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Deceased business owner XXXX XXXX XXXX, XXXX XXXX XXXX. Owner and co owner of nationstar mortgage company aka XXXX XXXX XXXX today partner ship .has faled too give me a copy of the operational agreement attached too the company 's articles, XXXX XXXX XXXX XXXX name change nationstar XXXX XXXX XXXX address on file .is XXXX XXXX XXXX XXXX ga XXXX, XXXX XXXX XXXX XXXX ga XXXX, XXXX XXXX XXXX XXXX XXXX ga XXXX. I am give nationstar a official notices, to give me a copy of all legal paper work too this company as the beneficiary 3rd party. Me mr XXXX XXXX, and XXXX XXXX, too what yall are doing with my money. Weather it a last will testament attached too this company from XXXX XXXX XXXX, or a operational agreement, or trust deed or testimony deed attached too the company articles of incorp, i need a copy of the hold file. For my records as the owner beneficiary heir. XXXX XXXX as well .all the address in this text and business name states XXXX XXXX as the old owner, need a copy of the paper work state new owner. And a copy of XXXX XXXX too what yall are doing with the money. I am a beneficiary too this businesses estate. Yall have fail too give me such paper .i serve yall this notice today. If yall do not reply. Yall will be liable for all cost this issue will accure. ... .from court and lawyer fee. I am already suffering from yall misconduct from not give me such information. Please stop the miscommunications with this from me .... XXXX XXXX XXXX XXXX ga, ... ..contact me at my address onfile XXXX XXXX XXXX XXXX XXXX XXXX XXXX ga XXXX .or call me XXXX .XXXX XXXX deceased ss number is XXXX XXXX XXXX .or XXXX XXXX XXXX .deceased businesses ownership. XXXX XXXX XXXX XXXX XXXX XXXX XXXX and XXXX XXXX XXXX XXXX of XXXX XXXX la.
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01/07/2020 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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On Tuesday XX/XX/2019 I contacted Mr. XXXX at Mr. Cooper 's Home Loans to refinance my current mortgage held by Mr. Coopers. Mr. XXXX indicated that based upon my circumstances he recommended that I refinance the house in order to lower my payment. I have a copy of the e-mail where he made the recommendation. He then indicated that I needed to go on and complete the application and provide the supporting documentation in order to close the refinance. I went online and completed the online application and submitted the appropriate documentation. On XX/XX/XXXX I emailed MrXXXX XXXX and informed him that I had submitted all of the paperwork and wanted to know what were the next steps. He emailed me back indicating that he wanted to make sure " we were on the same page ''. I did not hear back from him again and then when I went online and my refinance was completely removed online. I then contacted Mr. XXXX again from XX/XX/XXXX to XX/XX/19 with no response and no updated phone call. I then contacted Mr. Cooper regular customer service and they couldn't provide an answer. I then talked with a mortgage associate named Mr. XXXX and he indicated that he would not issue me the refinance because he thought I was better off in my current loan. I then contacted MsXXXX XXXX who is the manager for both mortgage associates and she agreed that my refinance was not handled correctly and that she would work to get it put back together and have it completed and that it was my decision to refinance not the mortgage associates. I then received a call again from Mr. XXXX and was told that I needed to stay in my current mortgage. I then contacted MsXXXX XXXX and Mr. Cooper 's Consumer Affairs and have not received a return response from anyone.
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07/19/2021 |
Yes |
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- Struggling to pay mortgage
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Web |
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I need help!! Contact me! I am currently in Forbearance. I have over XXXX in equity and I cant get XXXX to take care of my family and get out of the mess. You see on our case and many others these stupid lending rules are hindering our ability to help ourselves. You see because of the XXXX Virginia XXXX XXXX in violation of Federal LAW!!! Suddenly and with no notice whats so ever stop paying for no reason. They have screwed over XXXX of us in Virginia. My credit score has gone down over 100 points and I want to save my family because I used money to help save lives.
So in my case its like the government instead of helping they know I have so much equity they cant even back a XXXX loan so I CAN HELP MYSELF!!!!
Here is my offer and they force me to play the Credit Score Game I need XXXX grand only 18 months I will pay 25 % interest.
By doing this on a private lending this will not show up on a credit report and will play the credit score game and my score will be over XXXX!!!!! I will pay XXXX dollars a month during these 18 months and at the 16 month apply for a XXXX heloc and then this will be approved because I will still have over XXXX in equity.
See my credentials - I see this because this is the only way to take care of my family and continue to save lives. XXXX the XXXX dollars for 18 months does not go into paying down the principle it is a good faith payment. Any XXXX XXXX takers????
Just like the politicians who refuse to let the police do their jobs. They allow over XXXX deaths a year they refuse to let me do my job.
The Greatest Threat To Public Safety Is The Belief Is That Somebody Else Will Do It!
XXXX XXXX XXXX Why does our own government wants to prevent this from being fixed?
https : /XXXX
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03/09/2023 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
Our mortgage payment on XX/XX/2022 was paid but then immediately reversed by the company Mr. Cooper. There was no communication sent to us regarding the reversal, in fact we only received email verification that our payment was posted. The next communication we received was on XX/XX/XXXX that our mortgage was in default but it was a message in their portal that we receive for every statement so assumed it was that.
We paid it on XX/XX/XXXX thinking it was simply our XXXX payment. In XXXX, we realized that we were, in fact, behind a month on our mortgage. However, even so, our XXXX and XXXX payments were still made within 30 days, but we did pay late fees.
We are currently trying to refinance our mortgage and in the final steps of the process were informed that a late payment was going to be on our credit report. I saw the payment and reversal on Mr. Cooper 's site with the payment activity. I called Customer Service and they informed me that in XXXX of 2022 they had a crash of their payment system and many customers had similar issues and some payments were reversed and the reason given was insufficient funds- which was inaccurate.
I filed a formal request for the company to rectify this issue and have it removed from our credit report. But, the customer service department told me they were unable to submit anything to me in writing regarding their mistake and the research department that has the formal ticket has not responded to multiple emails from me.
We are supposed to close on our refinance tomorrow and now have to wait for Mr. Cooper to confirm, in writing, that they made the mistake and will rectify it. Or, have our credited re-pulled, with the late payment on it, and likely have a higher interest rate.
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11/07/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Trying to communicate with the company to fix an issue while managing or servicing your loan
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|
Web |
Older American |
As always, I sought to make my mortgage payment on the first of the month online. Mr. Cooper previously rejected a payment made through my bank, XXXX XXXX, so since then I used the online process. On XX/XX/XXXX through XX/XX/XXXX, the Mr Cooper website stated that there had been a cybersecurity incident, and no payments could be made. On the evening of XX/XX/XXXX, the site claimed to enable payments by alternate means. The Phone option failed to recognize my phone number four times so I could not use it. I used an unusual online one time process that said I had completed the payment and that it had been accepted. I took a photo of the alleged receipt. However, by morning that site said the payment could not be processed. I attempted to reach customer service by phone. However the Phone message said no customer service could be had. My bank statement shows no payment. The Mr Cooper site says no payment has been made. I tried to create a customer service ticket and sent it online, but four times the site said that the ticket could not be sent.. Despite the security incident, there should be phone service or some other functional service to clarify whether payment has been made.
Mr Cooper has a history of extensive customer fraud. it is time consuming and frightening to deal with this entity. I can not afford to make more than one mortgage payment per month.
I need to know whether my payment has been made. I have the photo that shows alleged acceptance, but as previously stated, I am unable to confirm payment and have some indications that Mr Cooper disavows the payment..
I do not know why this horrendous entity is not closed... .it is harmful to consumers and completely uncooperative and frightening to deal with..
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01/13/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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Mr. Cooper, my mortgage servicer, debited my escrow account on XX/XX/XXXX in the amount of {$1400.00} to pay for my property insurance premium. 15 days later I started receiving notices from the property insurance company ( XXXX ) that my policy was in a cancellation status for non-payment. On XX/XX/XXXX, I spoke with a representative from XXXX they advised the payment that was issued from escrow on XX/XX/XXXX was still not received. I spoke with a representative from Mr. Cooper 's insurance processing center and she advised a batch payment was sent on XX/XX/XXXX and it should have cleared. She advised to give it another week and see if the payment will clear. On XX/XX/XXXX, no payment had posted to the property insurance and I spoke with Mr. Cooper again, the rep issued a payment in the amount of {$1400.00} to XXXX XXXX and advised she would issue a stop payment on the original XX/XX/XXXX payment. On XXXX, again I spoke with Mr. Cooper as XXXX payments in the amount of {$1400.00} have been debited from my escrow account. The rep on XXXX advised a stop payment was never complete, she completed the request and advised XXXX business days for processing. On XX/XX/XXXX, I again called Mr. Cooper as there are still XXXX payments of {$1400.00} debited from my escrow. After explaining the situation and being advised there is nothing she can do, I requested to speak with a XXXX. I was placed on hold and then disconnected on after XXXX minutes. Again on XX/XX/XXXX, I called back and spoke with another rep and was advised that they need to reissue the stop payment and wait another XXXX days. I requested to speak with a XXXX, yet again, and was put on hold for another XXXX minutes and then advised there is no one to speak with.
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06/05/2020 |
Yes |
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- Trouble during payment process
|
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Web |
|
This whole issue started in XXXX. I was on a modified repayment plan requiring me to pay a month 's missed payment over the period of three months with the increased payments due XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX - these payment due dates explicitly give you through the end of the month to submit your payment. I made the XXXX payment no issues. I scheduled the XXXX payment for XX/XX/XXXX. When the money was finally pulled from my count, my account had an insufficient balance so the payment was not made. I scheduled another payment for my XXXX payment to withdraw on XX/XX/XXXX. Mr. Cooper denies that they ever withdrew the XX/XX/XXXX payment from my account - in spite of bank statements, and confirmation by bank employees that the withdrawal was made in the same fashion the previous 4 months ' had been taken. After over a month of Mr. Cooper denying that I'd made my payment, I disputed the ACH transaction through my bank to have the money returned to me. I made a mortgage payment on XX/XX/XXXX. I paid the balance that was due on my account - in fact, Mr. Cooper 's website does not allow partial payments even if you were to want to make one. Based on the language on my account, my account was current with a normal payment of {$1000.00} due XX/XX/XXXX. As of XX/XX/XXXX my account reflected I was current. Then on XX/XX/XXXX I received a letter than my account was past due and that I had " unapplied funds '' and that I now have a payment of {$2300.00} that is past due from XX/XX/XXXX.
Mr. Cooper can not explain to me where my XX/XX/XXXX payment has gone, it is not properly crediting my account to reflect that they collected a payment from me on XX/XX/XXXX and I am out of options because of their utter incompetency.
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09/12/2019 |
Yes |
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- Trouble during payment process
|
|
Web |
Older American |
I have Mr. Cooper as my mortgage banker. I had no choice in picking them due to home mortgages being resold multiple times.
I have been making payments on time through ACH and have never been late or missed a payment.
On XX/XX/2019 there was *THEFT* of {$590.00} by Mr. Cooper by way of unauthorized direct debit to my account sending my account balance into below minimum levels.
When I followed up I was told by my bank that it came in with wrong account number but all other details matched hence it was applied to my account.
Called Mr. Cooper and was told that it was a mistake on their part without any explanation! Then after a long frustrating wait I was told that the transaction would be reversed in 24/48 hours. On XX/XX/XXXX when I logged into my account it showed as " Unapplied Funds ''!! Called Mr. Cooper again and I was told after a long wait that they have just sent it by wire!
I am suspecting Mr. Cooper to be indulging in organized crime by STEALING random amounts from their customers and then refunding to those who catch them. WHAT ABOUT THOSE WHO DO NOT CATCH IT?
**THIS COULD BE AND ORGANIZED CRIMINAL ACTIVITY BY MR. COOPER WHERE THEY ARE STEALING MONIES FROM THEIR CUSTOMERS AND INTEREST FROM CUSTOMERS WHO CATCH THEM** I would like FBI investigation into Mr. Cooper 's operations to ensure that this illegal criminal activity is stopped with appropriate punishment and penalties.
When a consumer makes a mistake these mortgage bankers pile on predatory fines and interests to push them into default and feed on them like vultures. In all fairness Mr. Cooper should be penalized proportionate to their income!
All customers of Mr. Cooper need to be notified of this and asked to check their accounts too,
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11/03/2022 |
Yes |
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- Trouble during payment process
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Web |
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I previously filed case number XXXX to which Mr cooper responded with a respa response to notice of error. They also claimed to have sent corrective paperwork to HUD and that i needed to wait 3 weeks to get an update and for hud to clear the partial claim lien recorded.
It has been 3 weeks now and I have discovered that I WAS in fact lied to and based on the tracking number provided to me in the previous case it has been determined that nothing was in fact sent to HUD. I also confirmed this with a manager at Mr cooper who stated that it was beyond her control.
At this point I am being insulted and am beyond furious. I will begin to file a civil lawsuit for dmages up to the max amount allowed as this issue has been a thorn in my side since XXXX and it is disgusting that they used a RESPA notice to try and weasel out of resolving this and then slow rolling.
I am demanding that this issue be escalated and resolved within 7 calendar days otherwise i will file as many lawsuits as humanly possible including any form of class action suit i can legally file to get this handled and get my money back. This is a joke of a company and i wish my loan was never passed on to them. it is disgusting that they have been able to operate this way and for so long and i cant imagine how many other innocent families have been harmed by their careless antics.
I am out XXXX because of their negligence and in this economy that is not small change. on top of that, let it be the other way and i'm sure they would do everything in their power to make sure i was homeless because thats how corporate greed works.
Here is the tracking number provided in the previous case and here is a screenshot from XXXX showing nothing having been done.
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09/30/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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We refinanced with Mr Cooper in late spring of 2021, made the first few payments and everything seemed normal. In late XXXX of 2021 the company completed a reevaluation of the escrow accounts and determined that our payment was to increase from {$2700.00} per month to {$4200.00}.
During the month of XXXX we have contact the customer service twice by phone, and three times on the web service. Each time we were informed our request would be sent to another department to look into the problem. Some of the written requests were replied with comments to the effect that the problem has been previously addressed.
We have taken the time and gone through the paperwork. The problem in the escrow is a fire tax payment. Mr Cooper has added the tax, at 10 times the actual cost. The tax has also been paid in full, it has always been, and is always billed directly to the home owner ( comment made by the fire tax collection office ).
We have taken the five minutes of time and called the fire tax collection office ourselves and verified we were paid in full and the above information. We have relayed this information to Mr Cooper customer service, who then states they are sharing the information internally with the department with whom we are not allowed to speak.
In the end, this is a huge increase in our monthly payment which we can not afford for the next 12 months. But it is also a payment we should not have to make for the next 12 months. Mr Cooper seems content to float our cash and does not care about the personal costs that might be occurring. We feel that the company is not acting in good faith.
The system Mr Cooper has set up blocks real problem resolution, I can only assume so that the majority of customers give up.
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03/05/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Information is missing that should be on the report
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|
Web |
Servicemember |
In XX/XX/XXXX, I filed a dispute with XXXX regarding my account with my mortgage company, Nationstar/Mr. Cooper, because the account was not showing my recent payments, when in fact I had made them. At that time, the other credit reporting agencies had accurate information in their credit files for this account. Instead of the update being made to the account, shortly thereafter, my mortgage was completely removed from my XXXX credit file. I received no explanation as to why.
Several months later when I noticed the difference in my credit scores among the three credit reporting agencies, I realized that the major difference was my missing mortgage account in my XXXX file. When I reached out to XXXX to find out how it could be added back, a representative informed me that it was up to the mortgage company to submit my credit file to them to get the account added back to my file. Following that call, I have emailed and called Nationstar/Mr. Cooper to make this request. This requesting and waiting for an answer went on for well over a year. Last week, I finally reached someone in the escalations department of my mortgage company who informed me that they have been routinely submitting my account information to all three credit reporting agencies on a monthly basis, and that I would need to contact XXXX to find out why the account is not showing up in my file. Tonight ( XX/XX/XXXX ), I just hung up the phone with XXXX, and the conversation ended with the representative telling me that I need to talk to my mortgage company to find out why my account is not showing up.
I am at my wit 's end with this. No one is helping me and it is unfair to keep sending me back and forth when I have no control over the reporting.
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04/12/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
|
|
Web |
|
This issue began in the fall of XX/XX/XXXX. My brother and I retained an attorney to draft Trust, Will, and Power of Attorney documents. At this time, the attorney could not find proof of who held the mortgage to my brother 's home. All searches pointed to no mortgage being on this particular address. My brother and I then had a new title search done. Again, no mortgage showed up! We then met with another attorney who ran a search through XXXX XXXX. Again, no mortgage showed up. I contacted Mr. Cooper/Nationstar, the company we are making a mortgage payment to each month. They explained that they had taken over this mortgage XX/XX/XXXX from XXXX. I contacted XXXX and have documentation that the mortgage payments were up to date before the change occurred.
Now, we are trying to get proof from Mr. Cooper that they hold the mortgage. We would like to possibly refiance the home, but we can not get proof of the mortgage holder. I contacted XXXX XXXX last week, and they could not find any mortgage. I then contacted Mr. Cooper again, who stated that they would have their special department from this area email me the information requested. It never happened! Last week I spoke with XXXX XXXX from Mr. Cooper, who again requested the information because she could NOT find the mortgage holding in their system. I was instead sent the information that showed up on our title search! XXXX XXXX can be reached at XXXX to explain that no documents are appearing under Mr. Cooper to show they hold the mortgage. At this time, we are unable to refiance and get away from this company. We also feel we should hold future payments until we are sure as to what is happening. We would appreciate any help or advice you could give at this time.
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03/01/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
|
|
Web |
|
I was recently trying to refinance my mortgage and the lender notified me that I had two instances of 30+ day late payments from Mr. Cooper XXXX I called Mr. Cooper, submitted details to their escalation team and have still not heard back from them. I believe that these late payment ( s ) should be removed due to several reasons : * I was unaware of my Servicing being transferred to Mr. Cooper ( from XXXX ) in XX/XX/2021.
* I was set up with auto pay with XXXX and this was not transferred. No one at Mr. Cooper attempted to reach out to me to let me know that payment was due.
* I only became aware of the servicing transfer from my lawyer who tried to get a pay off quote from the previous servicer ( and was notified that it had been transferred ).
* I called in to Mr. Cooper on XX/XX/2021 to request the payoff quote amount and the customer service rep did not inform me that the XXXX payment would need to be provided that day to avoid reporting late to the credit agencies. She provided a payoff quote reflective of the amount due if paid off in full the next week ( XX/XX/2021 ). She said any payment would impact this payoff # that I needed to give to the lawyer that day in order to close on the sale.
* I paid the loan off in full on XX/XX/2021. Yes, my servicing was transferred unknowing to me while I was in the process of selling the property and moving to a new property.
This has negatively impacted by credit and caused me to be declined for a refinance transaction which would have saved me thousands of dollars over the life of the loan. This was driven by operational issues related to the servicing transfer and miss-communication from the Mr. Cooper representative XXXX not a true credit/delinquency event.
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10/21/2021 |
Yes |
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- Trouble during payment process
|
|
Web |
Servicemember |
Mr. Cooper AKA IS AT again. After going through several rounds about Escrow. They finally decided to follow the law and do an escrow analysis. It was discovered that I have an escrow surplus. That was recorded on XX/XX/XXXX, I called on XX/XX/XXXX to make an inquiry if the check was actually sent out since it was nearing three weeks. I mentioned this the representative and they offered me a stop payment and reissue of check. I told her please do not that. I then asked her to speak to an Escrow specialist because I had a question. She transferred me I waited for over 45 minutes and no one picked up so I hung up. Later that evening I noticed I had a voice mail. It was a representative calling me to tell me that they placed a stop payment on my check. I called the next day when they opened and found out that this was done and on the same day I received the check, I asked if they could reverse the reversal since it was less than 24 hours. They told me no because a reissue was in progress. I decided to call back to confirm this so the next representative I spoke to said that the check was okay that I had. I asked her to confirm the check that I had was okay so I read the check number to her. She repeated the check number and said it was okay to cash. So I deposited the check into my account only to find out that it was reversed by my bank and my account is severely negative and will incur fees. I called today to only be disrespected by rude representatives and still no clue when I am going to receive this surplus money.
Please CFPB will you investigate this company. I am a person who has blessed enough to pay their mortgage on time every month I can't even imagine how they are treating people that are not so blessed.
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10/23/2023 |
Yes |
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- Trouble during payment process
- Payment process
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|
Web |
|
XX/XX/2023 I XXXX, sent lawful money orders in the amount of {$5000.00} to Mr Coopers overnight processing center at XXXX XXXX XXXX XXXX XXXX XXXX Texas XXXX. On XX/XX/2023 my green certified return receipt was returned to me. Approximately the XXXX or XXXX of XXXX I received a call from one of their agents named XXXX, he informed me the call was recorded so its on record. He informed me my forbearance was up and it was time to make a payment, so I XXXX gave the agent the tracking numbers to the money orders and he informed me that they did in fact receive the money orders on the XXXX day of XX/XX/2023 at XXXX. He was very helpful and assured me that they would get to the bottom of it, they know they have they payment and would credit my account since it was an error on there behalf of the company for the amount listed above. I sent the receipts in to email provided which was said to no be received. I was then contacted by XXXX whom I explained what happened I asked if she would honor what the last agent said as far crediting my account for the {$5000.00}, she also assured me she would, as she woukd investigate before hand, she also informed me that the money orders were cashed and may have been placed in the wrong account. I sent her the copies of the original receipts to her XXXX. @ mrcooper.com on the XXXX day of XX/XX/2023.
Both agents agreed to to credit my account for the amount of {$5000.00} which was indeed cashed and then not applied to my account after I provided the evidence which they needed.
Now neither Agent is honoring the word word is bond and notice to agent is principal.
Not only are you not honoring your word but in the middle of a payment dispute Mr copper issues a notice for foreclosure.
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04/04/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
|
On XX/XX/2020 I contacted customer service at Mr. Cooper to discuss the financial impact the COVID-19 pandemic is having on my ability to make my mortgage payments on time and in full. I own three rental properties, two of them which Mr. Cooper services the mortgages. I am aware that Mr. Cooper is currently offering forbearance ; however, after reviewing the terms of that program, I can clearly see it will place a tremendous financial burden on consumers at the end of the time period for which it is specified, namely, the accumulation of mortgage payments which will be due in full at the end of the forbearance simultaneous with attempted economic recovery by myself and other consumers. I do not anticipate having a large sum of money pay towards that amount. Therefore, I requested loan modification. I was informed the process could take up to 30 days per property. When I asked what to do about my inability to make my currently-due payments, I was not offered any viable solution and was told that fees will be assessed on late payments and my credit will also be negatively affected. I believe the time period for review and approval of loan modification is excessive, given the dire circumstances our country is in due to COVID-19. I have a mortgage with another lender ; they offered to immediately send documents for me to sign which would expedite loan modification for three months, which will provide great relief to my financial situation. I also believe Mr. Cooper 's threat of negative action against me is inappriopriately punitive. Further, I see Mr. Cooper 's program of forbearance as short-sighted, unrealistic and financially burdensome, given the extreme hardship that will impose on myself and other consumers.
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04/11/2019 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
I opened up a VA mortgage with XXXX XXXX XXXX on XXXX XX/XX/2019 for {$230000.00}. I made one payment to XXXX XXXXXXXX XXXX who then sold my mortgage to Nationstar Mortgage LLC, d/b/a Mr. Cooper. Mr. Cooper. I set up payments through my bank, XXXX XXXX XXXX and sent {$1600.00} on XXXX XX/XX/2019. This was my second mortgage payment. This payment was returned on XXXX XX/XX/2019 without explanation. I began receiving calls from an unknown entity claiming to have my mortgage but as I had not heard anything from Mr. Cooper I was not willing to discuss financial matters over the phone without some record of who they were. On XXXX XX/XX/2019 I googled the phone that I had been given, XXXX XXXX XXXX XXXX, and determine that XXXX was the mortgage carrier associated with that number and when I accessed their " new customer '' portal the system associated my phone and email address with me. I requested that document pertaining to my loan be sent to my email address. The pop box indicated that the documentation would be sent within two days. Having not received the documents I contacted the company by chat and was told that my payment was due on XXXX XX/XX/2019 and that I would be reported to the credit bureaus if I didn't get payment in. They indicated that they had sent documents to the physical address but in that region there are no mail carriers only PO Box and so no documents arrived. No one told me what was going on. No told me who had my mortgage or how to make payments. To this day, XXXX XX/XX/2019, I could not make a payment on this mortgage because I have not yet been provided the information to do so. They are going to wreck my credit with late payment that was not my fault. This should be allowed to happen.
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09/10/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
- Trying to communicate with the company to fix an issue with the application process
|
|
Web |
|
XX/XX/XXXX, I began the process of my son and his wife assuming the loan/house that I owned. The mortgage is an assumable loan. All paperwork was submitted on time, but it was claimed that it was not received. Paperwork was resubmitted in XX/XX/XXXX, via certified mail to prove it was received on time. Since then, it has been a continuing problem with communication from this company. We have talked to so many different people over the last year who are taking care of this loan assumption, as they keep handing it off. We were told it would take 4-6 months to complete. The last communication I have received was in XX/XX/XXXX, stating they are doing everything they can to facilitate this process quickly. Again, no communication since then. My daughter in law has resubmitted paperwork several times as they have asked for updated bank statements, etc. My son and his wife have great credit scores, so their credit worthiness is not an issue. My credit has been greatly affected by this as it still shows that I have this house and my new house as mortgages that Im paying on. My son and his wife have paid the mortgage for the house in question since XX/XX/XXXX and have provided home insurance and have provided proof that they have been paying the mortgage. It is ridiculous that this is taking over a year to process this assumption. But in the meantime, Mr Cooper has offered to refinance the loan into their names but at a MUCH higher rate, as I had refinanced during Covid and the loan rate is much lower. I believe they do not want to complete the loan assumption because of the low rate that it has and are hoping we will tire of dealing with this and will refinance at higher rate. There is no other reason for this delay.
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07/16/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
|
I applied for a refinance on my loan with Nationstar mortage. I have great credit and have been paying mortgage since 2009. I applied for a refinance and they kept telling how great my credit and loan was going but they kept asking for more ridiculous stuff. They wanted to know why my empty lot didnt have insurance. I am divorced and they wanted information on properties that were my exhusbands. There are no loans on those properties. He hasnt taken my name off his properties. They called the bank that has a loan on my ex property but my name is still on it 3 times.They kept asking for the balance and whether he has late on the account for last year. I have a saving account that has other savings under it. I keep most of my money in one of those. They said they needed proof that it was a savings account and not a loan. I sent them bank statements but that isnt enough.They changed what the cost of this loan would be from XXXX to almost XXXX.. They changed the loan amount of the loan by increasing it XXXX more and they said that was the true loan amount. It was supposed to be for {$140000.00} and they made it for XXXX. I complained to the loan officer and he changed it after much discussion. I had an escrow account for taxes and insurance with them and they said they needed to add the total fees to my loan costs and they couldnt use what was in my escrow account which is for that. They said I had to pay them the cost of mortgage for month of XXXX while we completed the loan because I would miss a house payment. I told them Im paying off my old loan and the new loan will have payments on it that are required. I didnt understand why except that they wanted money from me. Usually you dont pay rent while in escrow.
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03/18/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
In late XXXX I was notified by my prior servicer that my loan was being transferred to Mr. Cooper and that my first payment to Mr. Cooper should be made XX/XX/2021. I received no information from Mr. Cooper and frequently went to their website to check the status of my loan. There was never any information. On XX/XX/XXXX I called and they verified that my loan was onboarded ( still haven't received a letter ). After setting up online access and choosing paperless statements the online access stopped working within 5 minutes of gaining access. Instead of going to my account it brought up a 500 error page. Attempts to login on the sign in page brings me back to the sign in page. I immediately called customer service, spoke to 2 representatives, and they had no explanation about why I can't log in. They could see I setup paperless statements and had my email address. I called the following day, XX/XX/XXXX, and was told that it's an issue with XXXX. I spoke to 2 representatives that day. On XX/XX/XXXX I still did not have access to the website to make payments. Again, the sign in page brings me to the sign in page. When I try and search by loan number and social it says my loan can not be found. The customer service representatives have not technical experience and always attempt to walk me through the obvious sign up processes. The website provides not contact information for IT or web support for technical issues. Customer service is useless. On day one I was told by a representative that they could write to their web support and call me back. I'm still waiting. This lack of service is unprofessional. I anticipate that this may lead to claims that I'm late on my payments and negatively effect my credit report.
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04/16/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
|
|
Web |
|
I sent this email to Mr. Cooper and XXXX : Im writing to plead my case on my modification. Our situation is different in that our servicer admittedly made the mistake and causing us to move our case to the XXXX and Attorney General should we not be able to resolve this with Mr. Cooper. Which we really dont want to have to pursue as we both work and our family is extremely busy as most are these days.
The situation is this, my family and I are attempting to take cash out of our second home and we were approved to do so. We were approved based on the fact that I completed the modification process with Mr. Cooper and complied with all of the guidelines that XXXX XXXX Required, ( see attached email from your office to Mr. Cooper ). We in fact did that on my loan, only to find out that Mr. Cooper had dragged their feet and the modification documents had expired. This caused my loan to have to go through the modification process again.
After numerous calls to the Servicer, they admitted that I needed to quit claim the property out of an LLC for that modification to be completed, but Mr. Cooper admitted that they had forgotten to tell me to do this ( which I have on a recorded call ), hence this caused the documents/process to expire forcing me into another modification process and three more trial payments.
Here is the impact, rates have gone up, the modification process is starting over again and now my current lender is stating that I need to make three payments and the modification has to be completed ( again ).
With interest rates going up, My fear is that Im going to now have to pay more to obtain this loan and may be forced out of qualification for the XXXX XXXX Loan which we have been approved for.
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04/25/2021 |
Yes |
|
- Trouble during payment process
|
|
Web |
|
I have my checking and saving account with another bank. Nationstar dba Mr. Cooper was sold my mortgage and has been my mortgage provider for about a year or so. I do not do automatic mortgage payments but pay the mortgage with Mr. Cooper 's app.
On the morning of XX/XX/21 at XXXX XXXX, Mr. Cooper made four unauthorized electronic mortgage withdrawals from my checking account XXXX {$640.00} each withdrawal totaling {$2500.00} XXXX. This wiped out my checking account and caused my savings to automatically deposit the needed funds into checking.
I called Mr. Cooper 's customer service line as soon as their " office '' was open at XXXX XXXX XXXX ( XXXX XXXX XXXX ) no less than four times. Each time I was put on hold without speaking to a live person and that my wait time would be longer than ten minutes. However, one minute after that message I was told by their system that they were experiencing higher than usual call demand and to call back another time, then it hung up. This happened each time I called.
I went to my bank branch and spent the morning with their customer service department, who was overwhelmed with the fallout of Mr. Cooper 's issue, and filed a complaint/dispute with my bank. My funds were reimbursed later in the afternoon but I wanted your office to be aware of the unauthorized access of consumer accounts by Mr. Cooper.
Mr. Cooper said it was a problem with their processing vendor. Regardless, I and other consumers had money taken out of our accounts ( one article from another state said one person had seveXXXX withdrawals totaling {$10000.00} XXXX without authorization.
The scary part in the morning was not knowing if these unauthorized withdrawals by Mr. Cooper would continue.
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12/11/2018 |
Yes |
- Debt collection
- I do not know
|
- Attempts to collect debt not owed
- Debt was result of identity theft
|
|
Web |
|
XXXX XXXX XXXX XXXX, AS TRUSTEE FOR XXXX XXXX XXXX MORTGAGE PASS-THROUGH CERTIFICATES, SERIES XXXX has repeatedly misrepresented that i : owe monies to it when i : don't.
There is a form demanding disclosure of the certificate holders and a requirement that they file an affidavit stating that they are beneficiaries of the deed of trust and agreeing to which other beneficiaries, owning more than 50 % of the beneficial interest under the deed of trust may represent all of them.
Since there is absence of an agreement then that all holders of the certificates must be disclosed. If someone claims to represent the holders of certificates that party would need to show the source of its authority to directly represent the certificate holders. Please note that certificate holders are not, contrary to popular error, beneficiaries.
Since XXXX XXXX XXXX XXXX, AS TRUSTEE FOR XXXX XXXX XXXX MORTGAGE PASS-THROUGH CERTIFICATES, SERIES XXXX by and through its silence has admitted that the beneficiaries are nonexistent of a non existent REMIC Trust, then why is it i : am being harassed, intimidated, stalked and threatened by XXXX XXXX XXXX XXXX, AS TRUSTEE FOR XXXX XXXX XXXX MORTGAGE PASS-THROUGH CERTIFICATES, XXXX XXXX and its culprits?
XXXX XXXX XXXX XXXX, AS TRUSTEE FOR XXXX XXXX XXXX MORTGAGE PASS-THROUGH CERTIFICATES, SERIES XXXX must either comply with California Civil Code - CIV DIVISION 3. OBLIGATIONS PART 4. OBLIGATIONS ARISING FROM PARTICULAR TRANSACTIONS TITLE 14. LIEN CHAPTER 2. Mortgage ARTICLE 1. Mortgages in General 2941.9 Universal Citation : CA Civ Code 2941.9 ( 2013 ) as stated above OR quite the title to my private property, stop harassing, intimidating, demonizing, stalking and threatening me.
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12/19/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
|
|
Web |
|
Mr. Cooper Mortgage - acquired the loan from Seterus and XXXX XXXX acquired the loan from XXXX XXXX with that much account activity, you would think identifying a second mortgage would be part of their buying process.
I am trying to sell a property base in XXXX pa, I recently ran a title search and it's showing XXXX XXXX XXXX XXXX as a second mortgage. My home loan has been forwarded about 3 time to different mortgage lenders and it has been refinance several times. I put several calls into Mr Cooper Mortgage Co to see if they could provide me with a Letter of Satisfactory for this alleged second mortgage. As I went in all direction told to me no one can provide me with a Letter of Satisfactory or a Corrective Action Lien Release. I spoke with several of Mr. Cooper call center representative and all was knowledgeable however, i been going in circle since XX/XX/XXXX or maybe early and all I received from there Research team and there Lein team was a email stating.>>> " Please be advised Mr. Cooper is not able to provide a Release of Lien for a loan that was paid off to another servicer. If a loan was paid off to XXXX XXXX, XXXX XXXX will need to issue a Release of Lien on the paid off loan.
My issue is that Mr Cooper was the last one who touch the loan and his company should of taken time to do a research and inquire about the status of my account before it transferred. The company should of required all updated information from when I bought the property in XXXX or XXXX. How can this be a transfer of any sort if they don't have the whole account documentation on file.
Mr Cooper should be responsible for providing me with a Letter of Satisfactory or do the inquire for a Corrective Action Lien Release.
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03/23/2019 |
Yes |
|
|
|
Web |
Servicemember |
I am a North Carolina Resident and I believe I'm a victim of Mortgage fraud. In XXXX of XXXX, I applied for a Mortgage loan with NationStar Mortgage. I requested a Conventional loan, but was told by the loan officer that the Conventional loan would not benefit me, so he assigned me to an FHA loan. The process was very messy and took approximately 7months to close.
I finally closed on XX/XX/XXXX. At closing, I made a down payment of {$100000.00} ( which was approximately 33 % of purchase price ). The purchase price was {$310000.00}. At closing, I had to pay {$3700.00} in upfront FHA fees and to date, I'm paying $ XXXX/month for MIP fees. I was told by Nationstar that I could not use the {$5000.00} earnest money payment I had made as part of the downpayment, so I brought an additional {$5000.00} to closing. I thought that if I put 20 % or more down on a purchase, I could avoid those FHA fees.
Last year, I consulted with my Closing Attorney because all along, I felt like NationStar committed fraud against me. The Attorney told me that they handled my loan with unethical practices and that I could pursue a lawsuit against them, but it would be costly. I do not have the money, time or energy to pursue a court case against NationStar, so I'm filing this complaint in hopes of some type of restitution.
Beginning on XX/XX/XXXX, NationStar is increasing my mortgage payment from {$1200.00} to {$1700.00}, which is an increase of {$470.00} per month.
I am out of work on XXXX, battling XXXX XXXX and can not afford this increase, as I'm only receiving 65 % of my pay. I reached out to NationStar to resolve this issue, but to no avail was not able to resolve it.
PLEASE HELP ME RESOLVE THIS ISSUE.
THANK-YOU!!!
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12/12/2022 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
Original loan was secured through XXXX and was sold to Mr Cooper loan servicer immediately. My husband is a XXXX XXXX and qualifies for property tax exemption in our state. Appropriate documentation was sent to loan servicer as soon as it was received in XXXX. Contact with Mr. Cooper was made in XXXX and I was advised that the document was received and to allow 21 days for disbursement of funds in escrow account and adjustment to payment to be made. I made contact again in XXXX before the XX/XX/XXXX payment would be due ( after at least 21 days ). I was told that the paperwork was processed but just the day before I had called and no adjustment would be made for XXXX 's payment of {$3000.00} which should be {$230.00} less than that monthly. I called again today XX/XX/22 at XXXX EST and was told their system was down and that I had to call back later. This was after holding for XXXX minutes and manipulating their deplorable computerized phone system. I requested a call back and was told they were not able to do that. When I asked to speak to a XXXX, the XXXX stated that I had " rejected a call back offer '' and then proceeded to tell me they could not call me back. This is just XXXX. I disconnected the call because unfortunately, I will have to call back. If the situation were reversed and I owed money to them, they would positively be more proactive. XXXX initially told us the exemption is done often and would be a simple and fast process to adjust our payment. I am adjusting the amount we pay, to what we actually owe monthly {$2700.00}. We need action taken by Mr. Cooper to reflect the status that my husband earned and if XXXX intends to service XXXX, they should cease any business with Mr. Cooper.
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12/14/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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I received a letter from Mr. Cooper on XX/XX/XXXX in which I was given five options to choose from. The five options are and I quote : 1. Refinance the loan with us or another lender ; 2. Modify the loan with us ; 3. A voluntary payment forbearance temporally gives you more time to pay your voluntary monthly payment ; 4. A voluntary repayment plan that allows missed voluntary payments to be made up over time ; 5. or If you are not able to continue voluntarily paying the mortgage, your best option may be to find more affordable housing. You may be able to either surrender your home through a Deed in lieu or sell your home and use the proceeds to pay off the loan, even if the proceeds are not enough to pay the loan in full ( short sale ). These are the options given and I chose the Short Sale. I hired a Real Estate Agent Who called Mr. Cooper to seek approval for the short sale. Mr. Cooper responded that my Real Estate Agent should enroll in Mr Cooper 's Short Sale Validation Program which she did. Mr. Cooper asked for documents to be submitted also which she did. Mr Cooper asked my Agent to List my house with XXXX XXXX, also which she did. Now to my greatest surprise I received a foreclosure sale notice from The XXXX XXXX, XXXX. on XX/XX/XXXX that my house is scheduled for foreclosure sale on XX/XX/XXXX. First of, Mr. Cooper is violating the Virginia Dual Tracking Law. Second of all, Mr. Cooper is violating Virginia Foreclosure law by not advertising the foreclosure sale on the local news paper. Then The XXXX XXXX, XXXX lied AGAIN as usual that I should find enclosed the advertisement of the foreclosure sale in XXXX XXXX XXXX. I couldn't find any attached advertisement as claimed by The Trustees.
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11/20/2023 |
Yes |
- Payday loan, title loan, personal loan, or advance loan
- Personal line of credit
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- Charged fees or interest you didn't expect
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Web |
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I have/had a loan with Rushmore Management and they sold out/transferred the loan to Rushmore Servicing. I was sent an email stating XXXX XXXX was taking over the loan and my loan would be transferred in several days. Once the loan was was transferred, I could make a payment. I was told I would have 30 days to make the payment. I tried within 5 days, but their website was having issues. After a week, I was able to make the payment, well within the 30 days given.
I received my next statement from Rushmore Servicing stating there was a late fee and that my payment had gone from {$350.00} to {$570.00}. I called the toll free number only to reach a person I could not understand. I asked for a supervisor and got a person named XXXX XXXX
I told her my payment was not late and that I had always paid {$350.00} and could not afford the new jacked up rate of {$570.00}. She stated she would look into it and call me back. I never heard back. I called again and spoke with XXXX, who apologized and said she should have called me back with an answer. I again told her that I could not pay the new rate of {$570.00} and this would have to be adjusted. Again, XXXX told me she understood and would look into the matter and get back to me. That was 2 weeks ago.
You can not speak with anyone from the United States and they do not return their calls.
I got a new statement from Rushmore Servicing stating my minimum payment was to be {$460.00}, which I can not pay that amount either.
I feel this company is shaking me down, charging me fees it should not, and being underhanded with how they do business.
I need for someone or a company or government agency to look into their practices and help me sort this abuse out.
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09/25/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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On XX/XX/XXXX I received a marketing email from Mr. Cooper mortgage stating I could save {$28000.00} if I refinanced my existing mortgage I have with them to a 15 year mortgage at 3.375 %.
Mr. Cooper fully knows my existing mortgage is already a 15 year mortgage at 3.75 % and a remaining balance of {$70000.00} ( original loan amount {$190000.00} ). Pray tell me how I can save {$28000.00} over the life of a mortgage when the proposed interest rate differential of just .375 % represents an annual savings {$260.00} on a {$70000.00} balance which if I somehow were to save that much every year for 15 years would only be about {$4000.00}. Reality is the savings would only be about {$2000.00} due to declining balances over the 15 years.
Mr. Cooper also knows I have only 5 years left in my mortgage if I made minimum payments. Mr. Cooper also knows I have been paying $ XXXX in additional principle each month for well over a year and slightly lesser amounts in previous months. At my current pace I only have 3 years left and the total amount of interest left if i continue at my current repayment rate is only {$4000.00}. My closing costs to refinance alone would probably approach the {$4000.00} figure.
The claim I can save {$28000.00} is fallacious and abusive to consumers. This doesn't even pass the XXXX test. I can't fathom how whatever calculation method they are using passed muster with their compliance and or legal teams knowing the risk involved under UDAAP.
I want Mr Cooper to cease and desist from this marketing campaign until the CFPB is fully satisfied that proper audit and screening procedures are put in place to ensure the accuracy of savings claims they put in front of their customers.
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01/14/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My husband and I use electronic banking to pay our mortgage payment to Mr. Cooper. We generally request the payment be issued from our bank during the first week of the month. XXXX XXXX, XXXX ( aka XXXX ), issues the payment electronically ( ACH ) to Mr. Cooper 's bank. XXXX XXXX has confirmed that the payments go out and are received the next day. Mr. Cooper does not post the payment timely.
As an example : This month XXXX issued the payment on XXXX, Mr. Cooper 's bank received it XX/XX/XXXX, as of today ( XX/XX/XXXX ) the payment is not posted. My husband called last week, and they could not explain it. He called again today, they could not explain it and was told the ONLY way to resolve it going forward was to allow them to automatically deduct the payment from the account.
Another example : In XX/XX/XXXX, XXXX issued the payment on XXXX it was received by Mr. Cooper 's bank on XXXX but not posted until XX/XX/XXXX ... AFTER a late charge was applied. Mr. Cooper reversed the late charge but when my husband called couldn't explain what happened. They keep saying it takes 2-3 days to post payments.
We are very concerned about 1 ) our credit rating based on the late payment 2 ) interest accruing due to lack of payment being applied and 3 ) Mr. Cooper earning interest and using our money for the 8-10 days when they have received it and not applied it to our loan.
We do not want them to automatically deduct from our account the payment as they have proven untrustworthy ( although we have been forced to sign up for this ). At this point, we want an explanation for the delay in posting payments and confirmation that our future payment will be posted within 24 hours of receipt by Mr. Cooper.
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01/13/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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After making 3 trial payments of {$2300.00} on a mortgage modification to XXXX XXXX XXXX ( XXXX ) in XXXX XXXX XXXX XXXX XXXX XXXX and after signing and submitting notarized paperwork, an additional non-trial payment of {$2400.00} made in XXXX XXXX, the loan service was transfered to from XXXX to Nationstar Mortgage ( dba Mr. Cooper ) in XXXX XXXX
Mr. Cooper didn't honor the modification and we weren't allowed to make additional payments on the loan.
In early XX/XX/XXXX, when we first contacted Mr.Cooper about this loan transfer delay, statements made to us, ( and documented ), by agents of Mr. Cooper, that were false and misleading, reassuring us no payment or penalties would be required or incurred due to the delay in the loan service transfer.
Still unable to make payments, in mid XX/XX/XXXX we engaged with an attorney from XXXX XXXX XXXX XXXX XXXXXXXX XXXX ( XXXX ) who after review, drafted Reg. X requests and notice of error letters, which were submitted via certified mail to Mr. Cooper and XXXX on XXXX
Mr. Cooper and XXXX did not respond or comply with the request for documents related to our mortgage history and loan servicing.
The XXXX attorney negotiated with attorneys for Mr. Cooper for 6+ months with no resolution other than an offer for us to pay all back payments ( XX/XX/XXXX thru XXXX XXXX ) in one lump sum ( over {$29000.00} ), in order to resume monthly payments.
We are submitting this complaint becuase we believe Mr. Cooper and/or XXXX acted fraudulently are in noncompliance, pursuant to 12 C.F.R. Sections 1024.35 and 1024.36 of Regulation X of the Mortgage Servicing Act under the Real Estate Settlement Procedures Act, by not responding to our request for documents.
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06/02/2023 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
I was approved for a forbearance during XXXX, but was also terminated from my job. My dad ( a veteran ) died from XXXX, so I requested an extension for the forbearance and was approved. I was denied unemployment and during the appeal process, a librarian helped me fax some papers. She informed about the Mortgage Loan Assistance for Alabama. I applied but was denied because they said my loan was over the {$50000.00} maximum. I went to XXXX XXXX XXXX for assistance. I was told the mortgage company could accept the {$50000.00} and apply the partial amount to me ( since it would primarily have been for escrow due to taxes & insurance ). Then, I could modify anything over the {$50000.00} and get back on track. Mr Cooper REFUSED to assist me! They demanded the full past due amount and would NOT accept any smaller payments! They offered to redo my entire loan for another 30 yrs & a higher payment, & higher interest rate! XXXX stated they could have offered XXXX XXXX arrangement on the past due, or a equity line of credit for the past due to catch up, but it seemed they were forcing me into foreclosure. They were ignoring ALL the payments that I had made from XXXX! As a result I had to file bankruptcy AGAIN in XX/XX/XXXX! To date, Mr Cooper has not sent me any modification papers! I was told I would receive them in XXXX & my XXXX trial payment would have been due by XX/XX/XXXX. I called and they said They could not speak to me, only my bankruptcy attorney, due to the bankruptcy filing. My attorney filed the affidavit authorizing me the ability to communicate with Mr Cooper and receive statements or any documents pertaining to a modification. Today is XX/XX/XXXX and I STILL have NOT received ANYTHING!
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06/28/2023 |
Yes |
- Mortgage
- Other type of mortgage
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Web |
Older American |
3rd ATTEMPT On XX/XX/XXXX I signed a refi on my property via a broker and 2 witnesses at XXXX XXXX XXXX XXXX XXXX XXXX XXXX to be picked up with pout check due to machine problems Picked up check/over XXXX missing told credit score and XXXX mins before closing received call from agency stating credit score slipped more in interest. Demanded closing dics again machine problems, Docs TO BE MAILED. Never received copy of XXXX mortgage or closing Documents/ Finally told ALL DOCS LOST IN HURRICANE WILMA On XX/XX/XXXX a {$160000.00} mortgage closing took place at XXXX XXXX XXXX XXXX XXXX XXXX without XXXX XXXX knowledge, consent and authorization of any kind. The same notary on the XX/XX/XXXX mortgage is the same notary on the Fraudulent XXXX mortgage. Also present at this XXXX closing was a witness who also participated in the XXXX closing. All done via IDENTITY THEFT I have documents that spell out " A SCHEME TO DEFRAUD '' On XX/XX/XXXX I found out the truth and upon further inspection of the clerk of Court XXXX XXXX found the following facts a, Discovered a XXXX {$130000.00} Mortgage electronically filed b.XXXX XXXX XXXX Satisfaction pf XXXX mortgage c/Phone call to XXXX & XXXX who forwarded an unsigned settlement statement d, Found {$11000.00} theft in XXXX mortgage e. Electronic filing of a fraudulent mortgage to XXXX XXXX Clerk of XXXX Court on XX/XX/XXXX f.After too many calls to XXXX XXXX XXXX was able to bring the XXXX closing Documents safe RETURN from Hurricane Wilma ALL XXXX pages. g.Confirmation of the XXXX mortgage THRFT was confirmed witg a signed settlement statement that dame back from Hurricane Wilma. And all done with DELIBERATE DECEPTION OF DOCUMENTATIONs. Was I Profiled?
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08/11/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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For over three years, Ive attempted to control my mortgage loan with Nationstar/ Mr. Cooper XXXX without any success. When working on receiving a modification, my attorney was placed on the loan as a point of contact. The attorney is no longer involved in anyway with my loan.
Meanwhile, Im unable to retrieve pertinent information in order to monitor my loan, but continue receiving the following message from my lender.
Important messages about your account are not getting delivered. Please update your mailing address and register for Paperless Delivery to ensure you receive all communications.
The documents included demonstrate my attempts to have the attorneys name removed from my loan based on the advice/information provided by Nationstar/Mr. Cooper. I was advised to send a written request, which I did, only to then be informed that I, the loan holder, can not make the request, and only the attorney can do so. To complicate the matter, the attorney in question is being investigated by the Department of Justice and the XXXX XXXX Office of the District Attorney, therefore, making it inappropriate for me to have any contact with him due to his connection to my loan. When sharing this information with the lender, their comment continues to be, Theres nothing we can do.
OTHER ATTORNEY REPRESENTATION If you have attorney representation for any other mortgage-related matters, we will send all correspondence to your attorney. To resume sending correspondence to you, we will need written verification you are no longer being represented by an attorney regarding your mortgage.
You can send verification by fax to XXXX, or mail to : Mr. Cooper Attn : Customer Care XXXX XXXX XXXX XXXX XXXX, TX XXXX
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11/12/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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On XXXX the XXXX, XXXX, I noticed that Nation Star LL dba Mr. Cooper, took an additional {$400.00} from my account. This was done on XXXX separate occasions. I contacted customer service and was told that they purchased flood insurance on my home. I informed them that my home is not in a flood zone. The representative informed me that they received the information from FEMA, and had every right to protect the loan. I asked for the documents from FEMA stating our home was in a high risk flood zone, he said he could not provide it however, they informed me that I was sent XXXX notices that I should have responded to. I informed him that unless he had my signature showing receipt of a notice, he could not make that statement. He sent me to a supervisor the supervisor reiterated what the previous representive stated. I called back the next morning requested a supervisor. After threatening a letter from my attorney and reporting them, as was recommended by FEMA, he sent me the the Standard Flood Hazard Determination Certificate from XXXX ( attached ). Under the comments section of the report dated XX/XX/XXXX. XXXX states that the property is partially within a special flood hazard area and they were not able to identify any structures with the information provided by Mr. cooper and asked for additional information. Instead of Mr. Cooper not doing their due diligence, they purchased private flood insurance on my property at XXXX times the cost of getting it thru FEMA. And according to FEMA mapping department and the reevaluation by XXXX, our home is in zone X, meaning minimal flood hazard and no insurance is required. In addition, according to the FEMA representative FEMA does not insure raw land
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07/02/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
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This complaint is directly related to Nationstar XXXX XXXX CO, Mr. Cooper, who will referred to as The Company.
Consider this a follow up complaint to my original complaint filed XX/XX/2022 with The Company - XXXX. The required timeframe for a prompt response has expired.
I spoke with a representative of The Company on a recorded line who confirmed the delinquency was a direct result of The Company 's illegal and harmful communication practices. The representative confirmed that I would be contacted by a supervisor of The Company which did not occur within 30 days.
The Company failed to notify me of current balance due upon purchasing my loan ; The Company failed to notify me that a scheduled payment had been rejected within a reasonable timeframe ; The Company failed to accept my payment without reasonable explanation within 14 days of rejection ; The Company failed to notify me of payment rejection within XXXX hours of failure ; The Company would not allow me to make a payment within 30 days of purchasing my loan ; The Company failed to respond within the required timeframe for a verbal complaint ; The Company failed to deliver notice of delinquency prior to 30 days late ; The Company delivered libel reports to credit agencies despite The Company being responsible for delinquency ; The Company refuses to respond to multiple attempts to correct The Company 's error.
Mr Cooper will now be required to relay all future communications regarding my mortgage by written mail as well as responding to this CFPB complaint.
I have also served a final notice for The Company to correct their reports. Without a prompt response from the Company, this complain will be escalated to civil court.
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07/27/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Servicemember |
To whom it may concern : Why am I having so much difficulty having due diligence completed for a XXXX XXXX with Mr. Cooper? This has been an extremely poor customer experience.
Without any success, for over a year, I have been trying to obtain straight answers from Mr. Cooper about opportunities to XXXX XXXX.
As an example, on today, Monday, XX/XX/XXXX, I called into Mr. Cooper at XXXX around XXXX XXXX EST. I gave the Representative all of my application information and he ran a hard credit inquiry on my credit report. There after he asked me several redundant questions and I answered, he proceeded to answer me again with the same redundant questions and then hung up on me without a call back. I called back into Mr. Cooper at XXXX and I was told that the Rep that I talked to has gone to break. I had to basically beg for this particular person to escalate the issue and have someone else call me back. I am reporting this issue, because its not the first time that this type of situation has occurred. It has occurred on at least two other occasions, which seem like a systemic issue.
I need to have this situation resolved because this is multiple occasions whereas there has been hard pulls on my credit, which bring my credit rating down. And I still dont know the results of my credit application for a XXXX XXXX XXXX with Mr. Cooper XXXX
Also, an issue occurred in XXXX with a XXXX application. I have included the email communications in this letter as reference. I complained about this issue on several occasions for months without any resolution. And still to this day, I lost money with this issue due to following the steps that Mr. Cooper advised and still did not attain a Refinance.
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12/20/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
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Web |
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I have had my Mortgage with XXXX XXXX for over 74 months on auto pay. never a 30 day late payment. I watch my credit like a hawk. XXXX bought mortgage in XXXX I believe and I received emails that went straight to spam folder ( I found this out after calling in to find out what was going on ) when I called to figure out what was going on I was advised of the buy out and I requested a XXXX XXXX XXXX arrangement, this was in XXXX. I filled out all paperwork and sent it back and there was still something still wrong so it could not get set up, I continued trying to get it worked out. I got a call from them in XXXX asking about payment. I was absolutely surprised because they said i was 30 days late. I paid it on the phone right away and tried to figure out how I was late. In XXXX it hit my credit. drop my score XXXX overnight with zero explanation. It took me 4 phone calls to finally get someone to tell me it was XXXX, not XXXX like the other 3 told me. Anyways after much confusion and long phone calls I figured it out and it was a miscommunication on XXXX 's part and on my part for not digging into the junk emails I suppose. I have worked very hard on my credit. I spoke and emailed Mr. Cooper about maybe showing me some grace with this situation ... Got a FLAT HARD NO over the phone As they see it I had only been a debtor with them for a few months and now I am late and zero response to the 3 emails I have sent to XXXX.
The transfer dates and onboarding grace period were confusing and I felt misled by deceptive and uniformed customer service agents when I called in from the anxiety of having no clear to make the call to resolve my account nor MY anxiety of a negative impact to MY account.
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03/15/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I have a mortgage and escrow account that was transferred to Mr. Cooper in XX/XX/2020. Mr. Cooper was responsible for tax payments via the escrow account for the year 2020. The district tax appraisal value published indicates roughly {$1600.00} is owed annually for county and MUD taxes. My escrow account value was over {$10000.00} ( I am charged nearly $ XXXX/mo for escrow ). Additionally, when viewing my escrow balance online the incorrect amount is shown for year to date total.
I contacted Mr. Cooper XX/XX/XXXX via phone in an attempt at receiving a refund for the remaining escrow account balance and getting more detailed information. I was told " we do not have the ability to see balances, it is only available to our tax accountants ''. When asked to speak to the tax office, I was told " they are unable to be reached directly by phone or email, please submit a message through our website ''.
Contact through the website was made XX/XX/XXXX, and an automated message was received on XX/XX/XXXX stating " You will be contacted within 7-10 business days with a resolution after we review your account ''. It has now been a full month with no contact and the existing support ticket shows closed. I opened another ticket on XX/XX/XXXX stating " I have tried contacting Mr. Cooper regarding this issue for 2 months now without a single reply of resolution '' and still have not received a reply to my second ticket.
In short, Mr. Cooper is holding nearly {$10000.00} of my overpaid escrow and is ignoring my attempts to contact the responsible department for a refund. Due to COVID and the Texas freeze last month, this is much needed money at this time and I am being ignored by customer support.
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08/31/2018 |
Yes |
- Mortgage
- Reverse mortgage
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- Trouble during payment process
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Web |
Older American |
On XX/XX/XXXX I sent a check for {$740.00} to XXXX XXXX in XXXX, Nebraska. The check was given to me for damage clean up of my bathroom and laundry room where a toilet had run over and the excrement had gone through the floor. All they had to do was endorse the check as required, and return it to me so that I could pay XXXX XXXX for the work they did. I called them on numerous occasions to ask where the check was, the last being today ( XX/XX/XXXX ). They told me each time that a review was being done and it would take 5 days and then 5 to 7 days en route for the check. On XX/XX/XXXX, as requested, I emailed them a copy of the estimate for repairing my bathroom which is {$8800.00} and has been approved by my insurance company. They told me that would take a review of 5 days as well and I should be getting the check back in about 10 business days. I have no idea what's happening with that. I'm worried now that XXXX XXXX is not going to want to fix my bathroom because they fear it will take months to get payment with XXXX XXXX having to endorse the checks. I understand that XXXX XXXX has an interest in the property and needs to know about things being done but this is ridiculous. I'm embarrassed to call XXXX XXXX and tell them XXXX is giving me the same old story again. XXXX sent me a letter asking for my homeowner 's association information to which I replied that I don't have any homeowner 's association, I'm in a private neighborhood. I sent them a picture of my house so they could see that it's being cared for. I'm feeling like they don't trust me but for what reason I have no idea. I just want the check and I want it A.S.A.P. Anything you can do to help will be greatly appreciated.
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06/07/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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|
Web |
Older American |
My original loan amount taken out on XX/XX/XXXX was for {$670000.00}. The new loan amount is now {>= $1,000,000}. Because my loan was a Negative Amortization aka Neg-Am ARM Loan which was deemed illegal as per the XXXX Dodd-Frank Act because it contained both an Interest Only component and the Neg-Am component in which all lenders were required to modify ALL Neg-Am loans because of the Taxpayer Bailout banks and finance companies received during the XXXX Economic Collapse. It was determined that many banks and finance companies did not follow these required instructions and it appears my loan could be one of those loans because there is no way my loan balance would have almost doubled from XXXX to XXXX. I understand the bankruptcy would have increased my loan balance owed due to unpaid interest, late fees and unpaid Escrow Account to pay property taxes and homeowners insurance but there is no way it should have resulted in my new loan balance being {>= $1,000,000}. The only way this happens is because the loan still has/had an Interest Only and Neg-Am component along with unpaid interest, late fees and unpaid homeowner 's insurance and property taxes.
My most recent Loan Modification was requested and denied on XX/XX/XXXX I believe it was based on my new loan balance of {>= $1,000,000} which makes it impossible for me to meet the DTI ratio requirement to qualify nor be able to make the new monthly payment.
It is my understanding that you have the power to halt a foreclosure while its investigation is underway as well as force the lender to offer the Loan Modification relief that should have offered between XXXX XXXX which could include a very large principal reduction. Thank you
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11/06/2018 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
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|
Web |
|
Hello, we have big problem again, there is a foreclosure sale scheduled for our home on XX/XX/2018 and we are out of options and we have exhausted ourselves with this horrible company. We have had many attempts to receive an affordable monthly payment but no resolution and no affordable monthly payment offer has been given.
We have been in a fighting battle with our bank/ servicer Mr. Cooper for a very long time I mean very long time. We have been trying for a loan mod. recently its getting worse and worse and the bank keep pressuring and not providing an affordable loan mod. that we can afford which will help us keep the home and not throw us out on the streets. So our servicer now is Mr. Cooper and we have sent them many times a request for mortgage assistance forms packet with all documents. Recently we mailed and faxed in a copy of the request for mortgage assistance and all required documentation to be reviewed for a loan modification.
If Mr. Cooper proceeds to sell my home while having a complete request for loan modification review packet then they will be in violation of multiple laws including but not limited to my California Home Owner Bill of Rights Act Mr. Cooper has still placed my home on a foreclosure sale set for XX/XX/2018 and has not CANCELLED the foreclosure sales until the review and an affordable loan modification and the process has been approved and agreed upon not some {$4000.00} monthly payment that no one can afford but one that is reasonable and that if helping the borrower not a ridiculous sum that will force us to move out. We sent them all documents and are in review at the moment but why have they not yet removed the foreclosure sale.
Thank you.
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01/18/2018 |
Yes |
- Mortgage
- Reverse mortgage
|
- Trouble during payment process
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Web |
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About 6 years ago ... due to the fact that I am at poverty level ... I shopped around, carefully, for a reverse mortgage company so that I could continue to live in my home. I found XXXX XXXX out of XXXX ( XXXX XXXX XXXX XXXX XXXX XXXX, XXXX, GA XXXX ).
I went through the process of getting a reverse mortgate on my home with XXXX. Everything was fine up until about a year ago when I was informed by mail that my account was being " handed over '' to another company ... XXXX XXXX, which also happens to be a debt collector, with an " F '' rating with the XXXX XXXX XXXX.
Now, every time I have to conduct business over the phone with them, I have to hear the intimidating phrase " We have to inform you that we are a debt collector ''. Why do I have to hear that every time I conduct business regarding my reverse mortgage?
My complaint : At no time during the reverse mortgage process was I informed by XXXX that they either could or would turn my account over to another company that was not only also a debt collector, but that has an " F '' rating with the XXXX XXXX XXXX. It's infuriating to have to deal with that " we're a debt collector '' stuff ... and since I had no choice in the matter, I want to know what are my options. Can XXXX XXXX be forced to handle my account again?
How is it legal for an originating mortgage company to just hand over your account to another entity against your wishes or without your approval ... and without having informed you of that possibility beforehand? Had I been informed that this would or could happen, I would never have taken out the reverse mortgage with XXXX. Not telling people that they might do this is, in my opinion, deceptive.
Thanks,
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09/05/2023 |
Yes |
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- Struggling to pay mortgage
- Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
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Web |
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I previously requested mortgage assistance under Covid 19 due to the pandemic shut down and my inability to file the documents on time form long hours of work. I submitted a loss mitigation package to Mr Cooper and I was informed that it was currently under review but that additional documentation was needed to complete the review in the underwriting department. I was not able to submit the documents in a timely fashion and NationStar Mortgage D/B/A Mr. Cooper closed my request for mortgage assistance and contacted the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX to file motions to appoint a selling officer to sell my property in which it occurred on XXXX XXXX. When I returned from work, I started doing an investigation into the mishandling of the loan modification under the Cares Act and denying my request because I was working long hours and could not submit the documents on time. I then started research on the law firm XXXX XXXX XXXX which I noticed that they received an approval for PPP loans in the amount of {>= $1,000,000} and more loans for {$540000.00}. & {$250000.00} On XX/XX/XXXX they received this financing and reported that this law firm that is run by XXXX XXXX and his son, which is two employees indicated on the application that this law firm employs XXXX people ; which is impossible. On the second application dated XX/XX/XXXX they received additional funding of {$540000.00} now this law firm is reporting XXXX jobs please see Exhibit A and B. This is clear FRAUD committed against tax payers and congress by this law firm that has a reputation of fabricating assignments of mortgages and fraudulent paperwork to obtain judgments in from of the XXXX XXXX XXXX XXXX XXXX XXXX.
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06/13/2019 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
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Web |
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I was made aware of a situation last Friday ( XX/XX/2019 ) that has adversely impacted my credit and that was essentially a technical glitch resulting in delayed payments. Specifically, I made a change to my auto-payments ( increasing the draw amount ) in XXXX and did not realize that there would not be an automatic payment made to my account as a result in XXXX. My auto-payments resumed in XXXX but I was under the assumption that they were being paid on time each month when actually Ive been running a month behind since I made the change, unbeknownst to me. I was shocked to learn when finally alerted 6 months later that my account was in default, despite regular monthly payments being made, and was told that my credit has been significantly and negatively impacted. Ive been informed that my only recourse is to request that the lender, Mr. Cooper, update or correct this reporting to all appropriate credit bureaus. I did so via email as advised and was told that I could expect a reply within 24-48 hours. Nearly a week later, I've had no reply and no resolution.
I went back and checked my account notifications and website messages and there was absolutely nothing indicating a problem until XX/XX/2019. Each month I received notifications that my payment had been received. Mr. Cooper said that they had tried calling a phone number but that phone number was not a correct phone number. They didn't try the secondary number that had on file ... which was the correct phone number ... until 6 months after the fact.
My credit has always been good and I'm very distressed to have this issue, particularly since I've received no acknowledgement or help at all from the lender to rectify it.
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05/03/2023 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
Initial VA mortgage loan via XXXX and it's mortgage provider, Nation Star, XX/XX/XXXX. O/A spring XXXX, Nation Star servicing was transferred to " Mr. Cooper '' XXXX ( Same address, XXXXXXXX XXXX XXXX ). Last month, received a letter ( dtd XXXX XXXX XXXX ) that my loan servicing would be sent to another subsidiary, XXXX. ( Again, same address, XXXXXXXX XXXX XXXXXXXX ). The letter stated " if you are on Autopay, there is nothing you need to do '', which I am. I went to check the status of my payment today, and discovered I was no longer able to see that information via the Mr Cooper app. I called to complain that the letter specified there was nothing I need to do if on Autopay, only to find out I still must jump through hoops as the customer ( by establishing a XXXX account ) to now view current and future payment processing. I then went to XXXX to file a complaint against the company ( XXXX ) only to find that they are not XXXX affiliates. While on the XXXX website, I found a judgement against NationStar, signed by the judge on XXXX XX/XX/XXXX.
My complaint centers on three aspects : 1 ) as a former NationStar customer, how do I receive my portion of the XXXX XXXX adjudication against them?
2 ) why are these mortgage companies allowed to make it more difficult for the customer by creating their shell company subsidiaries?
3 ) Nation Star, Mr. Cooper, and XXXX are, in reality, the same corporation and their business practices impair the customer, and that is not good business! Because my mortgage is a VA mortgage, it seems they are taking advantage of the veteran. Your federal agency is the only way to stop this as they are a nation -wide company and states have no purview.
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08/13/2019 |
Yes |
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Web |
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I have been trying to get this resolved for almost a full year. I am fed up and keep getting the run around. What happened : I refinanced in XX/XX/2018. I did a FHA to FHA cashout refi. Which made it so I was due a MIP refund. The lender was Pacific Union which is now Mr Cooper who is servicing my loan. They didn't give me the MIP credit in any way. Usually it is given by lowering the new upfront by the amount that was showing due on my refinance authorization ( FHA Refi Authorization # XXXX ). Please help as it's a lot of money and per the FHA 4000, I was due this refund. Below are all the details, please note the last name differs due to a divorce.
Old FHA Case # XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX, Ca XXXX New Case # XXXX XXXX, XXXX XXXX authorization XXXX Unearned UFMIP : {$3800.00} I have been in contact with numerous people via email and phone calls. My attempts have been extensive. Therefore to list every person I have contacted and all those emails would make this many pages. My last contact was with XXXX XXXX at Mr. Cooper. The latest is FHA won't insure and they had to get FHA to refund me all the other costs and are having to service the loan themselves as a more of a conventional product. With all due respect ; I shouldn't pay for their error. This was due to me at closing in XX/XX/2018. When I closed as a FHA loan. This has caused financial hardship. It caused me to take out a short term hard money loan because I was told FHA would refund that MIP to me within a couple months of closing. Which obviously didn't happen. Therefore I am paying a ton of money in interest on the hard money loan I took out to cover the {$3800.00} I was supposed to be getting.
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03/03/2018 |
Yes |
- Mortgage
- Reverse mortgage
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Web |
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This complaint is regarding XXXX XXXX. XXXX XXXX is refusing to provide tax documents and a closing statement for a reverse mortgage that was paid in full in XX/XX/XXXX.
XXXX XXXX refuses to provide the total interest and fees charged during the 38 month life of the loan.
I am the successor trustee for the estate of my grandfather, who took out a lump sum reverse mortgage in XXXX of XXXX. He died in XXXX of XXXX. I paid the loan in full in XX/XX/XXXX. XXXX did not provide a final payoff statement for the loan ; when I inquired, XXXX claimed it would be sent at year end, before XX/XX/XXXX.
XXXX XXXX claims now that the loan payoff statement does not exist.
XXXX XXXX refuses provide tax documents ( form XXXX ).
Through over a month of phone conversations, XXXX representatives have provided false and conflicting statements regarding this account.
XXXX representatives claims during phone conversations include that the XXXX was mailed ( on three different dates ), that the XXXX would be faxed, that the XXXX was never generated, and a claim that they could not provide a closing statement or tax documents for the loan because the IRS prohibited them from doing so. Additionally, XXXX representatives had stated that, though the loan shows as paid in full, there is no payoff statement, and that they do not have any document that itemizes the interest, MIP, and other fees that they collected at loan payoff in XX/XX/XXXX.
Time is off the essence for this complaint. I can not file federal income taxes as trustee for my grandfather 's estate, or my own taxes, because XXXX XXXX refuses to provide a form XXXX, a closing statement for the loan, or any other relevant documents.
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12/18/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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I have previously filed complaints against my mortgage company/servicer, Nationstar DBA Mr. Cooper/XXXX XXXX. I have filed complaints which contain up to a dozen various violations and issues. Mr. Cooper associates have failed to answer even one of these issues. At this time, I will focus on one violation, which is providing a fraudulent address for the supposed owner of my mortgage.
1 ) Nationstar Mortgage DBA Mr. Cooper has provided fraudulent and conflicting information regarding the address of the Assignee/Owner of my mortgage. When XXXX XXXX once again became the Owner/Assignee on XX/XX/XXXX, the recorded Assignment of Mortgage lists an incorrect address for XXXX XXXX. The address is recorded with the XXXX County Clerk as XXXX XXXX XXXX XXXX, XXXX, Texas XXXX. This is NOT the address of XXXX XXXX or Nationstar/Mr. Cooper. XXXX XXXX XXXX XXXX, XXXX, Texas XXXX is the address belonging to XXXX XXXX XXXX, as confirmed by Mr. XXXX, who is the Facilities Coordinator of XXXX XXXX XXXX. I am attaching a letter from Mr. XXXX, in which he states that XXXX XXXX XXXX is the sole tenant of the building at XXXX XXXX XXXX XXXX, XXXX, Texas XXXX. I am also attaching a letter from Mr. XXXX in which he states that XXXX XXXX XXXX moved into the building at XXXX XXXX XXXX XXXX, XXXX, Texas XXXX, in XXXX of XXXX. Prior to XXXX, the previous tenent of the building was XXXX. In order for XXXX XXXX/Nationstar DBA Mr. Cooper to legally foreclose, the Assignment of Mortgage which is recorded at the XXXX County Clerk, and shows XXXX XXXX as the owner of my mortgage, must list the legal and correct address for XXXX XXXX, and not that of an address belonging to another tenant of the building.
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08/31/2019 |
Yes |
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- Struggling to pay mortgage
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Web |
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My mortgage was a couple months behind in XX/XX/2019 when Nation Star mortgage took over my loan.
I called them to set up a payment arrangement. I was told that they can't do that, unless I pay the total about do.
They suggested to apply for modification loan.
So I agreed and started the process.
They told me I didn't need my cosigner information because she isn't a contributor to my loan. They keep repeating same issues incomplete application.
I summited everything I had for me and my partner.
On XX/XX/2019 I talked to a representative on the phone and emailed her back and forth.
At the end of XX/XX/XXXX I was served foreclosure papers. The hole time I was being reassured by a representative on this company that I was no where near forclouser.
I talk to a representative at least one to two times a week. It's been one miscommunications after another. I send repeatedly the papers they ask and repeatedly I get told no right information. I ask to speak to my single point of conduct. Doesn't happen I have not been able to make a single payment on my home all this time. It's now beginning of XX/XX/XXXX and I have had no results or resolution.
I have asked several supervisors at this company to review my phone calls. I have asked to speak with someone that actually knows what I need to send.
I have so many documents that I'm not sure exactly to send.
I have faced alot of documents to them I have expressed mailed paperwork to this company.
I get told they don't have it. If the papers dont have the account number on every page they throw it away. Or I get told they didn't receive it.
Where are all these documents then that has my personal information on it.
Thank you
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12/19/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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XXXX XXXX XXXX XXXX - failed to release the mortgage Lien showing on Title Search being held up in making settlement I am trying to sell a property base in XXXX pa, I recently ran a title search and it's showing XXXX XXXX XXXX XXXX as a second mortgage. My home loan has been forwarded about 3 time to different mortgage lenders and it has been refinance several times. I put several calls into Mr Cooper Mortgage Co to see if they could provide me with a Letter of Satisfactory for this alleged second mortgage. As I went in all direction told to me no one can provide me with a Letter of Satisfactory or a Corrective Action Lien Release. I spoke with several of Mr. Cooper call center representative and all was knowledgeable however, i been going in circle since XX/XX/XXXX or maybe early and all I received from there Research team and there Lein team was a email stating.>>> " Please be advised Mr. Cooper is not able to provide a Release of Lien for a loan that was paid off to another servicer. If a loan was paid off to XXXX XXXX, XXXX XXXX will need to issue a Release of Lien on the paid off loan.
My issue is that XXXX XXXX was the last one who touch the loan and his company should of taken time to do a research and inquire about the status of my account before it transferred. The company should of required all updated information from when I bought the property in XXXX or XXXX. How can this be a transfer of any sort if they don't have the whole account documentation on file.
Since XXXX XXXX XXXX XXXX is not in the business of supply mortgages, XXXX XXXX should be responsible for providing me with a Letter of Satisfactory or do the inquire for a Corrective Action Lien Release.
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02/10/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
Older American |
We have evidence of mortgage fraud being committed. In the attachments to this complaint, see the first page of a Deed of Trust dated XXXX ( NationStar ), and take note of the borrower 's address and his designation as 'an unmarried man '. It is a matter of public record that he was married in XXXX ( we lived here and rented from him at the time ) and it is easily shown that his primary residence has been with his wife in XXXX XXXX, CA since at least the time of their marriage. He and his wife come on weekends sometimes and stay downstairs in the garage apartment. No more than 20 to 25 % of any given year.
Part of his scheme has been to compell us under an implied threat to our tenancy to supply him with a print out of our utility bills which we pay the entirety of. He has said he uses them on his taxes ( tax fraud? ) to falsely establish that this is his primary residence. I have a video of him telling me to do this in the context of signing a new addendum to the lease ( attached ) which we politely contested ( attached ). He has bragged to my partner/co-lease holder once when I was 'late ' getting him the print out, that, as owner, he had gotten them anyway. He also had the water bill changed over to his name.
This is our predicament. We love this place very much and take good care of it. As a professional XXXX and XXXX I have redone the entire grounds surrounding it and made a lovely garden. So we do not wish to be evicted, but nor do we want to be complicit in his fraudulent activity. And since he has indicated that he will use our utility bills whether we like it or not, we are seeking help and/or advice as to putting a stop to this.
Thank-you for your concern
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01/22/2024 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
- Delays in the application process
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Web |
Servicemember |
I began a VA loan assumption with Mr. Cooper in XX/XX/. I was immediately aware of their advertised 4-6mo assumption process, but not aware this violated my rights under Regulation Z. They received all the required documents on XX/XX/XXXX. I received complete silence of any information or contact on their end. Over the course of the next month I called on average once a week and had to pry any information or timelines out of their customer service department. After taking it to their escalations department for a second time I was told I will be contacted by a loan officer on XX/XX/XXXX. This puts this above the 30 day ( 45, with notice of extension ) without any written ( email or otherwise ) notice from them. I will likely not have a loan estimate nor closing disclosures sent to me in the timeline required by the CFPB and have been forced to push the closing date to end of XXXX Furthermore, it is clear that Mr. Cooper has done everything in their power to dissuade their customers and borrowers from exercising their right of loan assumption. The examples I've ran into so far are : - Countless warnings of a 4-6 month process because they are " backed up '' and have been since rates increased.
- A false written statement in their assumptions package : " Please be advised, the loan is not assumable according to the terms of the Note, if an unrelated third party is requesting to assume the debt. '' ( see 1st page, end of paragraph 2, on attached ) - Their escalations department stating my rights are not protected under the CFPB when attempting a credit qualifying assumption.
- A complete lack of communication on documents needed and timelines for contact or next steps.
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05/24/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Older American |
Our mortgage is being transferred to a different company from Mr Cooper. Mr Cooper mailed us the notice on XX/XX/XXXX. Since the USPS is slow ( due to USPS management 's decisions in the past few years ), we didn't receive the notice until XX/XX/XXXX. It was in the same sort of envelope that Mr Cooper uses for their junk mailings with refinancing offers, etc. Fortunately we opened it instead of throwing it in the trash. The loan transfer is scheduled for XX/XX/XXXX -- only 11 days notice. Mr Cooper calls it 15 days notice. In either case that is way too short a time. I tried to set up an account with the new company XXXX, who hadn't notified us AT ALL. Per their website, they said that they send emails out 15 days in advance. They never sent an email ( even though Mr Cooper has our email addresses ). They have our street address but did not send any letter through the mail. I can't set up an account with them because we haven't been " onboarded '' yet. I know that we do have a 60 day grace period, thanks to the federal government, NOT to either of the mortgage lenders. Why isn't it required that these firms send notices by mail, at least, in an envelope marked " important '' if not by certified mail? Our house is one of our biggest investments. Both of these companies seem to treat this like substituting XXXX for XXXX ; or some equally trivial matter instead of a several XXXX XXXX dollar expense. When we have bought real estate, we have always shopped for mortgages with reputable companies. The only way we can change companies now is if we refinance our mortgage at nearly twice the interest rate and with no guarantee that another shady company won't buy our mortgage.
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07/11/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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I have been trying since XX/XX/2023 to apply for a loan modification with my loan servicing company ( Mr. Cooper ) and they keep asking me for documentation. I upload the documents requested and then the company rejects the document ( s ) saying they have a question about the document I uploaded. I call the company and ask the Loss Mitigation representative why the document was rejected and receive a different explanation from the different representatives every time I call. I have emailed them letters of explanations to explain the documents as they suggest and they are still rejected. The other issue I am having is that in the past I have completed and uploaded a Loan Modification Application they send to me. Now all of sudden they are asking me to complete a different Loan Modification Application and when I asked why it's a different document they can't explain why. The application they want me to complete and upload is for a government loan ( my note is being held by a private investor ). One representative told me it was the wrong form and that they would send me the correct form and when I receive the form it's the application is for a government loan. In the latest correspondence from the company, the letter stated that as of XX/XX/2023 foreclosure proceedings had not started. On XX/XX/2023 I received a phone call from a complete stranger telling me my property was scheduled for foreclosure on XX/XX/2023. I was shocked. I immediately called the Mr. Cooper and they told me to upload my documents. Again the load modification application is for a government loan. I am extremely both mentally and physically stressed from what I am going through with Mr. Cooper.
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05/30/2019 |
Yes |
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- Incorrect information on your report
- Account status incorrect
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Web |
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I had a modification and I signed in XX/XX/XXXX. I had made a complaint before that they were reporting me late and they had put a note on my mortgage. When I spoke with them on a recorded line, In XX/XX/XXXX, the lady said it would in no way effect my report. I called the mortgage company. Nationstar Mortgage dba Mr. Cooper and they listened to the tapes and confirmed she said this and they would put it in dispute with the credit reporting department and they refused to remove it. I made a complaint to you, CFPB and it was removed finally.
Now they have put the note back on the credit report and they have not reported my mortgage as paid on time for XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. I feel like they are doing this to harm my credit.
When I first started the modification they said I couldn't get it because I wasn't behind on my bills. But they did offer to do a refinance for me. They wouldn't even transfer me to the modification department. I finally got through to them and they said I wasn't a candidate. I had to call Hud department and they helped. Even during this process they kept saying they didn't get my paperwork and would deny me. XXXX from Hud had to send in the paperwork for them to acknowledge it. Finally I got it and I haven't been late. I was never late I was just in " imminent danger '' of going into foreclosure an that is how I got the mortgage.
I am asking the remove the negative comment and they start reporting all my payments every month in the past and continuing in the future. I know they report but they are doing this as a punishment. It does effect my score because it would help my credit if they reported it.
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01/25/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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The original mortgage was completely illegal. No one ever came to the house or ever did any assessment. I also recently found out that there was a balloon payment on the loan at the end which the lender withheld this information. The payments never made any sense... we were making an XXXX payment initially on a XXXX. So why would there be a balloon payment of XXXX. Also while holding and paying a huge amount for a pmi my husband was XXXX on the job while at work. The company NEVER helped us to figure any resolution to it. My husband is permanently XXXX now and unable to work hense the lack of payments on his part n as soon as the company found out they modified the loan to a payment wo the pmi. It's my understanding if you become XXXX the XXXX takes care of the mortgage. When my husband and I split up the court awarded him the home n the mortgage. I haven't lived in the house in 10 years ... I have the court order which says as of 10 years ago this mortgage is NOT mine and I was released from responsibility. To date despite my mailing each new bank that takes over the mortgage the court order they refuse to remove me from this dead-end loan. I signed no modification of said loan and won't bc I should be removed per the court order. Yet they continue to trash my credit w reporting I don't make payments. That's bc the payments aren't mine. I also was never notified the loan had gone into a foreclosure. I was never notified of the court proceedings for the foreclosure. This situation has ruined my life for 10 years n 10 more to come. It's also ruined my xs life n 10 more years to come. He's XXXX n has been... the insurance should have covered the price of the home
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03/15/2021 |
Yes |
- Mortgage
- Other type of mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Older American |
refinance was to take place in XX/XX/XXXX, however loan did not close. The closing was resechuled for XX/XX/XXXX at XXXX in my home. The day of the closing a notary higher by Mr. Cooper which is my mortgage company, called to say another person would be doing the closing, which to him was the last minute, closing ran until XXXX that night and continued the next morning. Papers were signed closing certified check was given. After two to three weeks since we had not heard anything from the company I called, Mr. Cooper, they said they had no record of such closing! and from that day its been a nightmare. After much going back and forth with this company, they still refused to ackowledge the closing, even though I signed documents and paid closing costs. A rep from Mr. Coopers, said they would check into this, and instead my closing costs were returned a month after the closing. I reminded the rep that I had 3 days to recind the transaction and I had not and according to mortgage documents they had 30 days and that they had gone beyond the thirty days. Well they falsely said to me they would return the closing costs so I could pay the original mortgage bc it now was late ( their fault ) and call me back with another closing date. Then I get a phone call from XXXX XXXX, not from the other personal I had been working with, and she told me that she had bad news that they were not going to reschedule a new closing. According to her they now had to do appraisals credit reports etc.,? This conversation took place the evening of XX/XX/XXXX. All this time since XX/XX/XXXX? I am still waiting for a reply. Very upsetting to say the least, is this legal what they did to me :?
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02/28/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Servicemember |
XX/XX/XXXX, it came to my attention that NationStar Mortgage XXXX, XXXX. Mr Cooper failed to pay my hazard and flood insurance premiums. I requested that Mr. Cooper pay the premiums immediately by overnight mail as my insurance would expire in the next few days. Mr. Cooper then sent a check by regular mail. Once my insurance broker informed me funds were not received, I requested Mr. Cooper send a second check overnight to avoid a laps in coverage. Funds were received during the grace period and a laps in coverage was avoided. Mr. Cooper failed to put a stop pay on the XXXX check which was also cashed by the insurance XXXX. The insurance XXXX mailed a check for the over payment to the property address rather than my mailing address. Therefore I was unaware Mr. Cooper has paid twice and I had not received any funds from the insurance XXXX to prompt me to think otherwise. In XX/XX/XXXX, while preparing tax docs, I realized Mr. Cooper misreported my XXXX XXXX payments by double the amount. The escrow analysis team also performed an analysis using the wrong escrow balance. Upon, learning all this I have spent the remainder of the XXXX to have everything corrected. The Insurance has sent a second check to my mailing address in the amount of {$2200.00} for over payment. I advanced {$2500.00} on XX/XX/XXXX to Mr. Cooper to deposit in my escrow account and requested a new escrow analysis to avoid a payment increase of {$300.00}. Mr. Cooper has refused my request for a new escrow analysis. All this is a result of Mr. Cooper failing to properly manage MY escrow funds. I want Mr. Cooper to provide a new escrow analysis to avoid such a huge increase in my monthly payment.
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05/23/2023 |
Yes |
- Mortgage
- Other type of mortgage
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Web |
Older American |
On XX/XX/XXXX I signed a refi on my property via a broker and XXXX witnesses at XXXX XXXX XXXX XXXX of XXXX XXXX to be picked up with XXXX XXXX due to machine problems Picked up check/over XXXX missing told credit score and 30 mins before closing received call from agenct stating credit score slipped more in interest. Demanded closing dics again machine problems, Docs TO BE MAILED.
Never received copy of XXXX mortgage or closing Documents/ Finally told ALL DOCS LOST IN HURRICANE WILMA On XX/XX/XXXX a {$160000.00} mortgage closing took place at XXXX XXXX XXXX XXXX XXXX XXXX without XXXX XXXX XXXX, comscent and authorization of any kind. The same notary on the XX/XX/XXXX mortgage is the same notary on the Fraudulent XXXX mortgage. Also present at this XXXX closing was a witness who also participated in the XXXX closing. All done via IDENTITY THEFT I have documents that spell out " A SCHEME TO DEFRAUD '' On XX/XX/XXXX I found out the truth and upon further inspection of the clerk of XXXX XXXX XXXX found the following facts a, Discovered a XXXX {$130000.00} Mortgage electronically filed XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX/Phone call to XXXX XXXX XXXX who forwarded an an unsigned settlement statement d, Found {$11000.00} theft in XXXX mortgage e. Electronic filing of a fraudulent mortgage to XXXX XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX f.After too many calls to Town & Country was able to bring the XXXX closing Documents safe RETURN from XXXX XXXX ALL XXXX pages.
g.Confirmation of the XXXX mortgage THRFT was confirmed witg a signed settlement statement that dame back from XXXX XXXX.
And all done with DELIBERATE DECEPTION OF DOCUMENTATIONs.
Was I Profiled?
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03/27/2023 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
I purchased my house on XXXX XX/XX/XXXX. My VA mortgage payments were {$660.00} per month on a 30 year fixed mortgage. In XXXX my mortgage was sold by the original lender to a new firm called Mr. Cooper. Mr. Cooper raised my mortgage payments to {$920.00} per month and informed me that rate would remain for one year due to no taxes being paid in XXXX in the year I purchased the house. That was news to me since that should have been handled by the mortgage companies involved. Needless to say, with little warning a jump of {$260.00} per month coupled with inflation and a reduction in my income at the same time caused me to drastically alter everything in my life to make ends meet. In XXXX of this year, Mr. Cooper adjusted my mortgage payment to {$790.00} per month. Meanwhile, I turned XXXX in XX/XX/XXXX and filed for an over XXXX tax exemption for the county I live in in Alabama. Those reduced taxes took effect in XX/XX/XXXX. My taxes went from {$1400.00} per year to {$600.00}. I submitted this document to Mr. Cooper on XXXX XX/XX/XXXX so that Mr. Cooper would adjust my mortgage payments correctly. I was surprised then to see my mortgage payment still to be so much higher than when it originally started. After several Email and telephone calls, Mr. Cooper stated they pulled the tax information from the Alabama tax website. My local tax office informed me this website was not up to date and I informed Mr. Cooper they were using wrong information and the tax paper I sent them from my local tax office in XXXX county was correct. The tax official even told me to give them her number so that Mr. Cooper could call her. My mortgage should be dropping and not going up.
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04/06/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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After a mortgage loan transfer to Mr. Cooper, Mr. Cooper withdrew multiple mortgage payments for the month of XXXX.
On XX/XX/2021 at XXXX XXXX PST - A one time payment was made. This was set up to be taken out on XX/XX/2021. Documentation includes the original PDF with time stamp of the one-time payment and email confirmation for the payment. Documentation includes a confirmation number.
On XX/XX/2021 at XXXX XXXX PST - Autopay was set up on XX/XX/2021 at XXXX XXXX PST to start the auto-payment process on XX/XX/2021. On XX/XX/XXXX, an email was sent from Mr. Cooper saying they will be withdrawing funds on XX/XX/XXXX. This was NOT authorized. No confirmation number for the funds withdrawn on XX/XX/XXXX. Documentation includes the original PDF with the time stamp of the autopayment setup, including email documentation.
I contacted my bank to ask for an investigation on the funds. My bank concluded the funds had been withdrawn without authorization. I have a letter from my bank that states this.
The funds have been reverse. However, Mr. Cooper is charging a {$15.00} fee for the reversal based on their error. In addition, the XX/XX/2021 payment has not posted yet ( today is XX/XX/2021 ). No payment email was sent to the email indicated during the auotpayment setup for the XX/XX/2021 payment - rather an email was sent to my wife 's email. Which was not included during the time of autopayment setup.
I have called Mr. Cooper multiple times, each day. I have tried to message them via the online message system - no response. I have tried to email them. I have sent them online messages of the persons I speak to on the phone with the information they tell me.
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04/07/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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This is my second complaint filed with the CFPB regarding Mr Cooper. Same issue I filed about XXXX weeks ago.
I have overpaid my Escrow funds by {$11000.00}. I have requested these funds to be returned. SINCE XX/XX/2022.
I am convinced, after reviewing the number of consumer complaints against this Mr Cooper, ( which can be reviewed online - are incessant - and go on and on .... ), I don't know if the CFPB is equipped to deal with this monumental task... Mr Cooper does not seem to care about your consumer advocacy bureau. The CFPB. AT ALL.
When I contact them, and point out that I have an open complaint against them, I am convinced their phone associates don't even know what or who the CFPB is!!!
They don't take my calls seriously. They promise a manager will be calling me back.
NO ONE CALLS BACK!! EVER!!
THIS IS MY SECOND COMPLAINT WITH YOUR GOVERNMENT CONSUMER AGENCY. FOR THE SAME ISSUE.
What are you doing with this mortgage company to hold them accountable?
I am XXXX. I need these funds immediately. PLEASE HELP!!! I am a consumer. Who was promised consequences from your agency when a creditor is irresponsible.
The last manager I spoke to was : XXXX XXXX. A Manager.
She was supposed to call me back on XX/XX/2022.
I call and call and call... They can not put me through to her??
Why not??
I need recourse. Immediately...
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX Estate XXXX XXXX XXXX ( deceased ) Mortgagee XXXX XXXX XXXX XXXX : 3 Checks issued. Payable to deceased husband. Non-negotiable.
Promised resolution : To ACH or Wire funds to my account.
Payable to : XXXX XXXX.
Emailed my voided check 3 times to : XXXX AND XXXX XXXX
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09/11/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Trying to communicate with the company to fix an issue while managing or servicing your loan
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Web |
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In XXXX of XXXX i switched home owners insurance from XXXX to XXXXXXXX XXXX. my mortgage company, Right Path Servicing, continued to pay both insurance companies from XX/XX/XXXX till XXXX of XXXX. In doing so my escrow went into the negatives. when we realized something was off with our escrow we contacted Right Path Servicing. They told us that the previous mortgage company messed up on our tax totals and we owe them more money. so we had to get permission to pay an extra {$160.00} a month for 2 years to fix the escrow shortage. we started paying that in XX/XX/XXXX. In XXXX of XXXX we get a letter from state farm stating we would be cancelled for non payment. When i reached out to Right Path, they told me they had paid XXXX. I informed them that we did not have XXXX since XXXX. We discovered that XXXX was paid in XX/XX/XXXX {$1900.00}, XX/XX/XXXX {$2300.00}, and XX/XX/XXXX {$2500.00}. And state farm was also paid XX/XX/XXXX, and XX/XX/XXXX. After going back and forth between the escalation department for Right path Servicing ( XXXX ) and the Advocacy Customer resolution dept. ( XXXX ), the senior customer advocacy ( XXXX ) and XXXX, CRS XXXX Corporate Customer Advocacy Department, I still haven't gotten any resolution to this issue. This month looking at my online statement, it is now showing an additional {$380.00} a month to continue to correct the escrow shortage mistakes that the mortgage company made for the last three years. We are still waiting for Right Path Servicing to provide XXXX with a letter stating the mistake they made in order to release the back funds from XXXX to correct the escrow shortages and to get my mortgage back in good standings.
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12/16/2022 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
Mr. Cooper took over as loan servicer for my mortgage beginning XXXX of 2022. Since then, they have been fraudulently withdrawing money from my checking account through XXXX transfers. I have never authorized any XXXX transfers to Mr. Cooper. They said they " transferred '' the XXXX I had established with the previous loan servicer but charged me a different amount. On XXXX they withdrew {$1500.00} from my checking account and applied it to the mortgage payment. They also withdrew an additional {$620.00} and applied it as additional principal. I never authorized this amount, with Mr. Cooper or with my previous loan servicer.
On XX/XX/XXXX they made an additional XXXX transfer from my checking account in the amount of {$2100.00}. {$530.00} of that payment was applied to interest which did not accrue on the account as it was just paid in full 10 days prior.The rest was applied to escrow and principal.
When I received notice of the XXXX withdraw, I contacted Mr. Cooper through their online chat. I informed them of the XXXX transfer, that I never authorized this, that my account was already paid in full, and the payment needed to be cancelled. They refused and told me I need to wait for the payment to clear my account and then request a refund through the supervisor. I did this today, XX/XX/XXXX, was told I needed to submit proof of the payment clearing my account and I sent proof of that transaction from my bank account statement. I was then told that was insufficient and that they needed to see my account balance to show it isn't negative. Mr cooper has no right to demand I share my private financial data with them before returning funds they stole from me.
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05/07/2019 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
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Web |
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Nationstar Mortgage/Mr. Cooper has tarnished my credit by indicating that I have been late on 5-6 payments of over 30-60 days in XXXX. I have proof that Nationstar Mortgage was paid on time from XX/XX/XXXX to XX/XX/XXXX thru AutoPay from XXXX XXXX XXXX.I attached copies of all payments to Nationstar Mortgage from XX/XX/XXXX through XX/XX/XXXX that were made by Auto Pay by XXXX XXXX XXXX that show the confirmation number that each payment was processed. No payment was tardy. No payment was missed. I have asked Nationstar/Mr. Cooper to correct this for quite some time, but refuse to do so because they state that the payment had increased and since I was never notified by mail or phone, the autopay continued to pay {$690.00} for the payment for XX/XX/XXXX. I then received a letter from Mr. Cooper stating that I owed over a thousand dollars and when I called them to inquire, they advised that the taxes had increased and that the monthly payment would be now in the area of {$820.00}. On XX/XX/XXXX & XX/XX/XXXX I made payments in the amount of {$820.00} until I received a statement indicating that the payments are now {$810.00}. I made a double payment on XX/XX/XXXX and XX/XX/XXXX of {$810.00} like they advised me over the phone to pay for any additional taxes and that I would be then current. I have made monthly payments of {$810.00} to this date. I have called Mr. Cooper/Nationstar countless times and they do not want to help me nor seem to care. In the meantime, I am unable to get a loan because of their incorrect statement that I have been late 5-6 times on my account in XXXX. I have made a report to XXXX, XXXX, XXXX, and to the Consumer Protection Agency.
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06/26/2023 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
My husband is 100 % permanent XXXX Veteran due to multiple XXXX and XXXX and a XXXX XXXX XXXX. Our lender was XXXX XXXX. We went to forbearance transitioned to loan modification- we received confirmation on our approved loan mod via call, email and mails, when the loan was sold to Mr Copper. We continuously receiving confirmation of our approved loan mod from Mr Cooper. I set up automatic payment with my bank but was returned. When I called MrCooper I was told " although it's approved we have to wait for the written doc that needed for my Husband and I to sign and notarized ''. Since then I called them almost every week and I get same response " to wait '' coz it says it their notes it has been sent ( it was XXXX of last year XXXX ). Since then I have been calling them but never get anybody answer the call, calls put on hold for an hour and no one return my call ( I leave message to depart that offers voicemail ). We've been receiving 2 kinds of mails asking for us to pay in full the missed payment ( during forbearance ) and missing payments ( amount that was approved for loan mod ). Starting XXXX of this year, we've been receiving calls 2x a day but when we answer, the person on the other end drop the call. We know it's from MrCooper coz we tried to call them back but couldn't get hold of anybody. They want us start a new Loan Mod with the current APR more than double of our approved interest rate. MrCooper Customer service called me back and finally gave me the reason for the mess " XXXX forgot to send them " one document '' and they can't get hold of them ''. Because of it, they're penalizing me? we are living in a twighlight zone for a year now.
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05/20/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I am writing to formally complain about the fee associated with setting up an auto draft for bi-weekly payments.
To set up bi-weekly payments on the mortgage, the mortgage servicer ( Mr. Cooper ) charges a {$2.00} fee each time a payment is made. This fee is charged each time a bi-weekly payment is made, so monthly, the amount comes to {$5.00}. On months where three ( 3 ) payments are made, the fee being charged is {$7.00} fee. This charging of a fee to make bi-weekly payments seems like a UDAAP Violation, as I am ultimately being charged a fee to " pre-pay '' my loan with bi-weekly payments. Furthermore, this fee would fall into the CFPBs recently expanded definition of a junk fee. When past servicers serviced this loan and past servicers include XXXX, who is NOT a bankthere was not a fee for this service.
My loan terms currently state that there are no pre-payment fees, and by charging a fee to pre-pay my loan through bi-weekly payments, this practice seems deceptive and arguably abusive to the customer. Over the life of a 30-year loan, these fees calculate to {$1900.00} which is more than a single monthly payment. While I understand there could be a fee if you called in to make the payment on the phone versus self-service online, the bi-weekly payment is an auto draft agreement.
An additional consideration is that Mr. Cooper services over XXXX XXXX consumers. If we took a conservative estimate of 45 % of customers using a bi-weekly payment structure, then Mr. Cooper is easily charging XXXX XXXX of those customers the fee. Based on an annual fee of {$65.00} per customer, Mr. Cooper is netting over {$100.00} XXXX a year on this junk fee alone.
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05/18/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
I have a conventional mortgage which is a 1 year XXXX XXXX ARM. My Arm was subject to change effective XX/XX/2022. Mr Cooper is the servicer and XXXX owns the loan. The 60 day notice of rate change was due on or before XX/XX/2022 for a payment change that was effective for XX/XX/2022. Mr Cooper did not send me a letter, so I assumed that there is no change. When I logged into my account to pay my mortgage for XX/XX/2022, I notice a document had been loaded into my account for a Notice of Rate change, but it is dated XX/XX/2022. The payment interest rate went from 2.50 % to 3.625 %. I knew this is wrong so I contacted Mr Cooper, notified them that the 60 day letter was delinquent and the rate was wrong. I included in my attachment all documents and emails between me and Mr Cooper detailing their error. I have also contacted XXXX regarding Mr Cooper violations and errors. The 1 Year XXXX index rate from that Mr Cooper said they used is XXXX, I found the index rate a slight bit higher at XXXX. So if we used their admitted index rate of XXXX + XXXX Note margin = 2.2632 % new interest rate. After I pointed that out to them in our email exchange that their new rate assessment was wrong, they have now lied, again, and said that Mr Cooper changed the 1 Year XXXX Rate index from XXXX to 1.322 % for a new interest rate to me of 3.572 %! What??? So I guess that they can take indexes and move the decimal point to where ever they want it to pump their profits? Where is that in my Note? They are now just making up numbers for 1 year XXXX indexes to cheat customers.
They refuse to put the floor rate per the Note back to 2.50 %.
XXXX XXXX XXXX XXXX XXXXXXXX They
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03/05/2020 |
Yes |
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- Problem with a credit reporting company's investigation into an existing problem
- Problem with personal statement of dispute
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Web |
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on XX/XX/XXXX I called made my mortgage payment with Mr.Cooper for the month of XXXX. while on the call I asked for a payment deferment for the month of XXXX so I could have extra money for XXXX. I was told I could be put on a repayment plan and pay extra on my XXXX, XXXX and XXXX payment but not a deferment. I asked would it hurt my credit she said it would not show 30 days late since I was on a repayment plan. I asked several times since I had the money to pay it I was just looking to be able to give my kids a better XXXX I was also told I could make partial payments in those months and when the total of the repayment amount for that month was in there it would be applied to my acct. so I thought great. so I called back XX/XX/XXXX to pay XXXX which was a partial payment. I was advised I was never even put on a repayment plan I was advised I was turned in as 30 days late for XXXX payment I was also advised that there was no partial payments even allowed on a repayment plan. so I was put on the plan at this time and I payed my {$2100.00} at the end of XXXX I think on the XXXX. I made another payment of XXXX by electronic check on XX/XX/XXXX then today I look at my bank account and see fees because they tried to take my XXXX payment out again after my check has already been cleared and applied to my acct. this company just cant stop causing problems and they will not do anything to help fix them I also was turned in as missing my XXXX payment even tho I paid it on XX/XX/XXXX. so now I have been getting turned in as 30 days late until I get done with my repayment plan in XXXX. so I now have ruined credit after never missing a mortgage payment before.
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04/08/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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Since I can not reply to Mr. Cooper 's earlier response, I am submitting this new complaint per original Complaint Case File Reference : XXXX **Original Complaint Filed** : Mr. Cooper has provided the below 'contact ' information as the owner of my mortgage. XXXX XXXX XXXX XXXX XXXX, as Trustee for XXXX XXXX XXXX XXXX XXXX XXXX XXXX, Series XXXX XXXX XXXX XXXX XXXX XXXX, VA XXXX XXXX However, I am unable to contact or speak to anyone from this organization. Why am I unable to contact the investor / owner of my Note directly? I have repeatedly asked Mr. Cooper who I can talk to with no response. I call the organzation at the address and they can not put me in touch with anyone either. WHAT IS A VALID PHONE NUMBER, EMAIL OR CONTACT NAME FOR THIS " INVESTOR ''?
***** Instead of Mr. Cooper providing me the requested information, they instead filed an extension on case resoultion with the following response ... " At this time, we are having conversations with the trustee on this loan to reach a favorable solution. We apologize for any inconvenience this may have caused and appreciate your patience. Expect to hear from us by XX/XX/2022. '' WITH ALL DUE, I DO NOT CARE WHAT CONVERSATIONS YOU ARE HAVING WITH THE OWNER OF MY NOTE! I SPECIFICALLY ASKED YOU FOR THE ACCURATE CONTACT INFORMATION FOR THE HOLDER OF MY MORTGAGE. WHAT IS UNCLEAR ABOUT THIS ASK?
I HAVE ASKED AT LEAST 5 TIMES, 5 DIFFERENT WAYS FOR THE CORRECT CONTACT INFORMATION. YOU LIED TO ME SEVERAL TIMES BEFORE ABOUT WHO ACTUALLY OWNS MY NOTE FOR YEARS AND NOW I AM TIRED OF YOUR RUNAROUND.
GIVE ME THE CONTACT INFORMATION IMMEDIATELY BECAUSE WHAT YOU HAVE PROVIDED TO DATE HAS BEEN INACCURATE!
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02/11/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Hello, I am making a complaint against " XXXX XXXX XXXX d/b/a Mr Cooper ''. Starting XX/XX/2018, this mortgage company bought my loan from my previous mortgage company. During my length of mortgage with my previous loan servicer, I always paid through the telephone auto pay system without incurring any pay by phone charges, as I prefer this method, for security reasons, and do not wish to use the internet pay option. I have other bills like, electric, auto loan, cable provider, and others who do not charge any fee for using the telephone auto payment system. However, this new mortgage company XXXX XXXX XXXX d/b/a Mr Cooper charges a {$14.00} to {$19.00} fee to the customer which I find very troubling and possibly a breach of contract. They claim, they use a third party for the telephone pay service. I told them whether they use a third party or not, it is not the customers responsibility to pay any fees associated with using the pay by phone system should the customer elect to use this system. I wrote two letters to them requesting them to change their policy where customers should not be charged any fee for using the pay by phone system. I consider this corruption and extortion. The customer has a right to use the pay by phone free of charge. Furthermore, I told them, I did not request my mortgage to be bought/transferred. Since they bought my loan, then they are obligated to provide equal or better service as the previous loan servicer. Charging the customer the pay by phone service is definitely not better service. This company needs to be investigated for wrong doing and they should correct the pay by phone policy as mentioned above. Thank You
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05/12/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
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Web |
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My mortgage payments were on autopay with our bank XXXX XXXX. XXXX was in middle of an upgrade where autopay did not send XX/XX/2023 mortgage payment. XXXX XXXX/Nationstar Mortgage LLC serviced by Mr Cooper ( mortgage company ) did not notify me of a missed payment until following month, no attempt of communication was performed within the 30 days of late payment. Servicer said they called on XX/XX/2023 to ask about late payment. No evidence on my phone records show a call. No voicemail was made. No email was sent out regarding late/missed payment. Even after explaining what had happened with XXXX about upgrade failure, mortgage servicer would not file to remove credit penalty. I have attached my phone records with highlights of the day they claimed to have called me, on XX/XX/XXXX, which no call was made. Phone shot record shows no calls were incoming from XXXXMr Cooper on XX/XX/XXXX. On XX/XX/XXXX, you will see a highlight of their call to tell me XXXX was late, as the fix hadnt been made until that notification. I paid both XXXX and XXXX on that date. Had I known XXXX was late with a phone call XX/XX/XXXX, I would have made immediate payment. As you can see on my payment photo, after our call on the XXXX of XXXX, both payments were posted. XXXX XXXX is our bank, I can provide documentation that an upgrade has been in the process for months now and no notification was made to us that a missed payment was made. I have attached a conversation with the servicer where they say they will call on day 2 and send a letter. I have also attached the part where the letter should be shown that was sent in XXXX that I have a late payment. No letter exists.
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10/06/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Servicemember |
Through this platform, which I am sure is a very excellent agency, I hope to have some help from it. My situation is that this debt collection entity was initially called NATION STAR MORTGAGE LLC, and later changed its name to MR. COOPER LLC, I have tried by all means to grant me a modification to keep my house where I have lived for the last 15 years with my family, my wife and children.
As everyone knows, the PANDEMIC-COVID-19 has been devastating in every way, causing many deaths, separating families in many ways due to the consequences caused by it, such as unemployment, inflation, lack of products, and all the products have tripled in price.
2019 where apparently everything was normal.
I explain all this to get to the subject of my complaint.
This entity has been fined by its department for irregularities and for violations of federal laws that regulate loans and finances, therefore this ENTITY now called MR. COOPER LLC, which is the entity in charge of collecting this loan, has already had its history that they have violated the RESPA, TILA and possibly other laws.
This entity has taken on the task of not cooperating with property owners ( Primary Residence ) to modify those loans so that families who have suffered so much with this PANDEMIC-COVID-19 at least have a place to live with their families..
I have called the ENTITY trying to obtain a loan modification, but they have not answered me, they have not helped me at all, I would like them to help me with a modification to be able to stay in my property, which I need so much at the moment.
I expect your Agency to notify this entity so that they can help me with the aforementioned.
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09/24/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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This is an ardent plea for Consumer Protection Financial Bureau to assist us in this dishonest company.. We are seek and tired to dealing with this issue month after month this scrupulous company yet again.
As usual this fraudulent and dishonest company has failed to proper apply our invoice payments for XX/XX/XXXX and XX/XX/XXXX thereby creating an over stated invoice amount of {$3000.00} for XX/XX/XXXX. Let the attached documents confirm that invoices for XX/XX/XXXX and XX/XX/XXXX were timely and completely paid which should not have resulted in late fees and additional interest charges.
Let the attached bank records show that Exhibit 1 is for XX/XX/XXXX payment made on XX/XX/2019 for $ XXXXvia Chase Bank XXXX and on XX/XX/2019 for {$600.00} via XXXX XXXX XXXX TOTALLING {$1800.00}. Exhibit 2 shows XX/XX/XXXX Payment was made on XX/XX/2019 for {$1200.00} via XXXX XXXX and on XX/XX/2019 for {$600.00} via XXXX XXXX XXXX XXXX TOTALLING - {$1800.00}. This information was communicated to your office on my letter dated XX/XX/XXXX and you still failed to properly apply the payments.
In light of the above information and attached bank statements this confirms complete proof of payment for XX/XX/XXXX and XX/XX/XXXX invoices. Mr. Cooper needs to update their records and remove all illegal late fees and illegal additional interest fees immediately. The account needs to be adjusted instantly to show that payments are current and no fees are owed on this account.
In the meantime, please be informed that XX/XX/XXXX payments will be made on XX/XX/2019. We await your prompt attention to this vexing matter so that it could be resolved once and for all..
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09/22/2022 |
Yes |
- Mortgage
- Reverse mortgage
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- Trouble during payment process
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Web |
Older American |
I am the duly and legally appointed Executor and Personal Representative of my late father 's estate. He died in XXXX and even prior to his passing, his surviving spouse ( not my mother ) and her children stole all loan documents and evidence belonging to him, even if the spouse had an equal right. As a result, after his passing, I served a subpoena on the lender ( or servicer, not sure who they are ) to get all loan documents from inception of the loan in XXXX to the present.
The Lender ( or servicer ), " Nationstar Mortgage dba Champion Mortgage '', failed and refused to ever turn over any loan balance, statements, etc., whatsoever, even after I contacted HUD about them. Their arrogance is beyond belief. To this day, they fail and refuse to do so, hired lawyers to block my father 's probate administration in collusion with a lawyer working for the surviving spouse, and as Executor and thus legal owner of the property I still do not know the true owner or the alleged amount of indebtedness on the property. It is located in XXXX XXXX and the estimated current worth of the property is $ XXXX. This is causing serious harm and damage to the estate, because this loan should have been accelerated, by its own terms, when my father died and the property should have been sold. This lender ( or servicer ) breached its own contract and has allowed the surviving spouse to remain there, continuing to run up reverse mortgage fees for over six years, without ever providing us with any loan information whatsoever. As Executor, I filed a partition action in XXXX and they fought me in court, all to keep running up costs on the property and harm the Estate.
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01/04/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My mortgage was transferred to Mr. Cooper in XX/XX/XXXX and I received a " Welcome Letter '' that stated my monthly payment would be {$1200.00}. Then starting in XX/XX/XXXX without any explanation they raised my monthly payment to more than {$1300.00} per month. I inquired with the company multiple times via phone and never received a satisfactory answer. On multiple occasions the " customer service '' rep would simply hang up on me as they " did some research '' to figure out what happened. The price increase has occurred on the escrow portion of the bill but they will not explain to me whether its my taxes ( XXXX XXXX XXXX XXXX so not likely ) or the insurance. I have asked to have my account changed to a non-impounded account so that I could pay the insurance and taxes myself but they have denied my request. They send me complicated bills with lots of charges and " unapplied funds '' and now they are saying my monthly payment is now more than {$1400.00}. I have never been so frustrated with a company. Meanwhile, my XXXX mom lives in the home that is affected by this mortgage and she is worried about losing the home because the company CONSTANTLY sends letters saying we are behind the on the mortgage, etc. I really feel like are trying to take advantage of homeowners to extract extra fees. I saw that there was a CFPB judgement against them in XXXX for this exact type of behavior ( Docket Number XXXX ) and I believe they are still doing it. Please help me put an end to this. I'm happy to pay my mortgage in full and on time but I am worn out with their terrible behavior. This is not how it should be in America and I'm looking for your help.
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02/28/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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|
Web |
Older American |
We sold & closed on our 2nd home on XX/XX/2020 & have still not had our escrow funds in the amount of {$4100.00} returned to us. The mortgage co. is Mr. Cooper, loan # XXXX ; the location of the property is XXXX XXXX XXXX, XXXX, CO XXXX. I have contacted the mortgage company 5 times : ( 1. ) XX/XX/XXXX : XXXX told me the 2 checks ( XXXX & XXXX ) were sent on XX/XX/XXXX ; she said it would take 7-10 business days to arrive ; ( 2. ) XX/XX/XXXX : XXXX ( TX ) confirmed the pay. was sent on that date & asked if we would like a reissue but cautioned me that the checks should arrive any day so if there was a reissue the clock would restart & again take another 7-10 business days ; ( 3. ) XXXX : XXXX said the date of, " log in '' of the check wouldn't be the same day of mailing & encouraged us to wait a little longer before doing a reissue ; ( 4. ) XX/XX/XXXX : XXXX ( TX ) apologized profusely & asked me to send a voided check to allow him to wire the funds into our acct. stating the process would take up to 5 business days ; ( 5. ) XX/XX/XXXX : Upon checking my acct. we discovered the larger amount of {$3700.00} had been deposited on XX/XX/XXXX ( 6 business days after being told " up to 5 ... '' ) ; I talked with XXXX at Mr. Cooper who told me the {$350.00} would be wired to my acct. taking, " ... up to 7 business days. '' which means we've been waiting for 2 mo. for our escrow refund!
We have been purchasing real estate for over 26 years & have never dealt with anything like this ; if this company is allowed to cont. these practices they'll be collecting a very large sum of interest on someone else 's $ $!!
XXXX XXXX XXXX XXXX/XXXX XXXX XXXX
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01/11/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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On XX/XX/XXXX, I called into Mr Cooper customer service number, XXXX, to validate whether Mr Cooper has sold/transferred my current loan with Mr Cooper to XXXX XXXX XXXX XXXX XXXX XXXX ) as I received notification letter from XXXX to start my mortgage payment to them on XX/XX/XXXX. I spoke with XXXX XXXX XXXX Home Advisor ( XXXX # XXXX ) and she checked her system. She said it does not show Mr Cooper has sold nor transferred my current loan to XXXX. She asked that I checked back in a few days and replied to her email with a scan copied of the XXXX letter for her to investigate. Then suddenly, emails arrived in my inbox regarding " sign my Mr Cooper loan documents electronically ''. And it is coming from XXXX XXXX ( XXXX ID XXXX ) Mr. Cooper, ( XXXX ) XXXX, XXXX. This is a surprise as I did not apply for any loan application and did not give out any information for a loan application. I continued to receive emails regarding Mr Cooper loan application which I did not initiate and authorize. Today, XX/XX/XXXX, I received a letter dated XX/XX/XXXX from Mr Cooper with my credit score. This is outrageous and a breach of trust as in no way did I authorize any credit report to be pull. I called XXXX XXXX regarding this on XX/XX/XXXX and he claimed I must of authorized it over the phone with him, but this is the first time I've spoken with him. I've asked him who initiated the loan application and how can they just run my credit report without authorization. He has no answer for this. This is unwanted and not authorize, which will affect my credit score as a consumer. This is for sure an unusual fraudulent practice. Please investigate. Thank you!
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06/17/2021 |
Yes |
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- Struggling to pay mortgage
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Web |
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I am currently in a COVID forbearance ( under the CARES Act ) which is due to end soon. In trying to understand my options for when my forbearance ends, I am having difficulty getting a clear answer from my mortgage servicer, Mr. Cooper ( formerly NationStar ).
The only options they are offering me is to pay the lump sum of total payments missed during the forbearance or go through a loan modification which is what I do NOT want to do or go through.
I do not understand why they will not offer me a COVID-19 Payment Deferral option which was my understanding at the time I took my forbearance would be an available option.
This option does not come up on their portal, so when I call, I am told that option does not come up for them. Then they tell me to contact their escalations department. When I do that, I still do not get an answer as to WHY I am not being offered this option. I feel this is EXTREMELY UNFAIR as I was told this would be available for me at the end of the forbearance. I am simply asking for an explanation why my account is not eligible for a deferral and have not been told why. I feel this is their way of making yet another money grab off of missed payments that were covered under the XXXXARES Act. Under the law, I do not have to pay interest on those missed payments, yet they are forcing me to do a loan modification. And in fact, every month during my forbearance, I did make partial payments.
I'm hoping maybe you could assist with getting me an explanation as to why they simply can not defer the amount to the end of my loan? I am not sure this is even legal under the CARES Act. Thank you for your time in this matter.
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04/01/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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This is related to a refinance of a condo in North Carolina with Mr. Cooper ( Nationstar Mortgage ).
The purpose of the loan was to refinance and remove XXXX borrowr ( ex wife ) from note and title.
The Closing was remote taking place with a notary in Maine who came to my house and my ex-wifes house for signature.
The closing was on XX/XX/XXXX with disbursement on XX/XX/XXXX ( this is an investment property and I signed after XXXX PM ). Settlement Agent was XXXX XXXX XXXX.
On XX/XX/XXXX i recieved an Email from the title agent that a date was missing from a document and that my loan had not funded. The agent said the lender was requiring this document to be printed and dated ( by me ) and sent back to the lender via email before funding could take place.
I work in XXXX, and have never heard of funding being held up for a missing date on the Borrowers Emploment Attestation. Couple things on this : 1 ) I was counting on the 1,000 from funding from a finamcial perspective. This caused issues for me as I was counting on that to be in hand.
2 ) The notary hand dated all the documents before we signed. My assumption is that he missed this document. My feedback would be to ( 1 ) make sure to date them all ( to the extend that is permissible ) and also review eaxh document in real time at closing to confirm proper execution.
3 ) I was on vacation wheh this all happened and the day I was home i printed the doc at XXXX ( had to drive 20 minutes each way ) and sent back.
The loan was funded on XX/XX/XXXX. The processor was good through this process, but I felt this might be a violation. Holding up funding for a bank/title agent error.
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12/18/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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I made an inquiry with Mr Cooper, my current mortgage lender, about refinancing my home loan. My only goal was to lower my interest rate, not pull cash out. I made this exceedingly clear. I responded to an email I received from Mr Cooper, that stated, check your interest rate, but when you click it, it gives you phone number, not the rate. So I had to speak to a loan officer. I know that loan rates are known for my zip code and loan amount. I currently have 2.75 % and all I needed to know was there a lower rate for my area, or have rates risen due to inflation? XXXX XXXX XXXX ID XXXX, refused to give me that information, instead insisting that he needed to pull my credit, just to see what loan rates are in my area. I'm furious ... I understand I need to qualify for any given rate, but credit did not need to be pulled, hitting my credit report with an inquiry, just to see what current rates are. This guy was using aggressive sales techniques, only trying to improve his sales stats that he probably uses to make his money. I'm sure he's a sales based commission earner. My XXXX is in the neighborhood of XXXX and my husband is @ XXXX. I monitor it. I could have told him that just so we could have a conversation about rates. But no, he wanted to be sure I suffered a consequence if I chose not to refinance. He suffers nothing thus far, based on his interaction with me, and with this complaint, I hope to rectify that. He needs to understand clearly his sales techniques are disingenuous and dishonest. Mr Cooper, his employer and my current lender just lost my loyalty. Supposedly our conversation was recorded, so it took place on XXXX @ XXXX PDT.
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01/25/2020 |
Yes |
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- Struggling to pay mortgage
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Web |
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I had Mr.Cooper and I was behind on my mortgage and I called to get assistance back in XX/XX/2019. I was told yes ; we will be able to help you. I provided all the paperwork they needed. Then XX/XX/XXXX comes around and it was flat denied because they said I did not have the loan for a year yet. I was already 2 months behind if I would have known that from the beginning then I would've found help somewhere else. Then again, I tried again in XX/XX/XXXX since by then I already had the loan for a year. They kept rejecting paperwork and every time I would call to ask why I would get different answers. Until AXX/XX/XXXX everything was accepted but then I receive a letter that my mortgage would be transfer by XX/XX/19 and I thought well I still have more than 30 days and it will process before it sent to XXXX XXXX. But nothing happen they never moved a finger or letting me know the status of the loan modification. Just overall horrible experience with them. No notes or nothing every time I would call, I had to repeat every time. If the calls are recorded, they should have more than 20 calls within last year. When the loan was transferred to XXXX they advised me nothing was done and that they didn't even receive the paperwork that I sent to Mr.Cooper for the loan modification so basically I had to start all over again. But the difference with them, they actually got everything done within 15 days and started my first trial payment till XX/XX/19. I called also in XX/XX/XXXX and XX/XX/XXXX to have the negative mark removed due to the incompetence and was told I was submitted but never received and email or letter letting me know of the outcome.
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11/29/2023 |
Yes |
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- Trouble during payment process
- Trying to communicate with the company to fix an issue while managing or servicing your loan
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Web |
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In the month of XX/XX/XXXX I got a letter taped to my window of my home from a third party company that Mr. Cooper hired to do a home inspection unbeknownance to me I called the company on the letter XXXX XXXX XXXX to find out and validate this notice as it seems as a scam. When I called they never provided me with information only that they were sent out by my mortgage company. I contacted Mr. Cooper for validation and clarification to no regard the representatives would not provide me with information. On XX/XX/XXXX the " inspector '' from XXXX XXXX XXXX broke into my home through a side window gained entry into my home and placed these index sized slips throughout my home of it being winterized. My neighbors witnessed the three XXXX men in my back yard and leave my home taking my generator. I filed a police report and contacted my mortgage company Mr Cooper in the presence of the officer and with the phone on speaker phone during this time I was made aware that Mr. Cooper hired this third party entity and never communicated anything to me which has cause mental anguish to my family also a safety concern. I have extensive damages to my property and I no longer feel safe in my home due to Mr. Cooper illegal unethical practices to borrowers. I am a participant of the Louisiana Home Owners Assistance fund and the company have made payments on my account to date Mr. Cooper refuses to apply to bring my mortgage up to date. I have mailed in payments by money order and the company takes weeks to apply it towards my account. Have money order dated receipts and I am seeking assistance in this matter. This has caused me a lot of distress.
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04/28/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Servicemember |
XXXX XXXX. XXXX Servicer : Mr. Cooper aka XXXX Mortgage.
During Covid-19 I received a forbearance of my home loan under the Cares Act due to financial hardship. It lasted 18 months and ended XX/XX/XXXX. Afterwards, I was approved for a Payment Deferral Plan. ( See attached ).
Mr. Cooper was authorized to withdraw the funds in 2 lump sums from my bank account in XX/XX/XXXX to bring my account current. In accordance with the Forbearance and the Deferral Plan, my account was to remain in good standing with the credit bureaus.
However, Mr. Cooper failed to withdraw both payments from my account and instead chose to withdraw only one. Sufficient funds were in the account. As a result of its negligence, my account was not brought up to date as per the agreement.
I received notice in XX/XX/XXXX that my payments had not been made and therefore my account was placed in default! And it was reported to the credit bureaus that I was 180 days delinquent on my account! This was false and was caused by Mr. Coopers own negligence and was no fault of my mine.
Mr. Cooper has refused to acknowledge its error and instead blames me for the lack of payment. Since then, I have made all payments due on the account, they refuse to remove the negative reports from my credit report.
They also continue to send me foreclosure notices, post them on my door, and then send letters to disregard. This has caused great harm, financially and emotionally including distress and anxiety.
These actions are in violation of the Cares Act and the CFPA. XXXX is known to act unscrupulously when it comes to servicing mortgages. I would like this wrong to be righted.
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07/02/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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MR COOPER refuses to send my ESCROW nor Interest check. I paid off mortgage on XX/XX/XXXX. As of XX/XX/XXXX I still have not received my escrow nor interest check. I had a name change 2016 and received a letter from MR. COOPER verifying the change. I was sent an escrow check in the wrong name ( and bank will not take it. ) Called the company and was assured that a new check with the correct name would arrive within 2 weeks. When I called after that time I was told that I needed to submit documents for my name change ( which they had in the notes that they had received and noted that a letter was sent verify that the name was changed. ) The name change would take another week and then they would send a check. I escalated after the rep told me I should have taken care of the situation inXX/XX/XXXX. The Escalation Manager XXXX XXXX told me on XXXX that I would have a check that would be sent by XXXX on XX/XX/XXXX. He gave me a tracking number via email that turned out to be fake. I called back on Monday XX/XX/XXXX and spoke to another Escalation Manager XXXX XXXX who was quick to tell us that the company was human and therefore we should expect errors. She assured us she would send us an email with an update. She sent an email that confirmed the correct address but that she would have to let us know when the check would be sent. Today XX/XX/XXXX we called again and she gave us a routing number that the ESCROW would be sent via XXXX. No info on the interest payment. I still have not received the money due to me nor will I receive interest that is due to me for not having it. Yet I'm sure MR COOPER is making money off my XXXX that is due.
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11/05/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Trying to communicate with the company to fix an issue while managing or servicing your loan
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Web |
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RightPath Servicing has claimed that the proof of insurance I provided is insufficient due to the lack of walls-in verbiage and I believe this is clearly an error.
RightPath Servicing has also claimed that there was an existing XXXX XXXX XXXX policy in place when the loan was transferred from XXXX XXXX XXXX ( Mr. Cooper ) to RightPath Servicing ( also Mr. Cooper ) but they were unable to learn the name of the insurance provider for this Forced Placed Insurance that I am completely unaware of.
I am formally requesting all documents RightPath Servicing has relied on to determine and make the claims that : XXXX. My hazard insurance had expired XXXX. The proof of insurance sent by the borrower was insufficient to satisfy the lenders requirement XXXX. That Forced Placed Insurance was in place prior to the transfer from Mr. Cooper to Mr. Cooper but RightPath Servicing was unable to obtain the name of the insurance provider XXXX. That the requirement to provide type of hazard insurance in the first and second notices has been met by simply stating hazard insurance. Where in the XXXX XXXX XXXX XXXX or the CFPB does it state the verbiage ( RightPath Servicing ) used in the first and second notices meet the type of hazard insurance requirement?
XXXX. That the verbiage within the boundaries of the units and additions, alterations and installations found in the proof of insurance I provided does not satisfy walls-in and betterments and improvements verbiage claimed to be required by RightPath Servicing XXXX XXXX That RightPath Servicing was permitted to report my mortgage payment status to credit bureaus while notices of error were pending
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11/20/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Loan sold or transferred to another company
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|
Web |
Older American |
My loan was Modified with XXXX XXXX XXXX in XX/XX/XXXX. The payments were made on time for the correct amount each month through XXXX of XXXX. The Servicing had changed in XXXX of XXXX, when Community was taken over by Nationstar, Nationstar began servicing it under a division of theirs by the name of Right Path. Right Path received but failed to credit me for XXXX and XX/XX/XXXX. In addition, they refused all future payments from me, on the grounds that the account was over XXXX behind in payments when they received the account. I was given a number of different explanations why the account was in default when all the payments were in fact made, and the evidence presented. The first was that there was no modification. When that claim was successfully challenged, the next explanation was that my taxes were XXXX per month and depleted the escrow account. When that claim was shown to have no factual basis, and that the tax and insurance expenses had been within the budget of the escrow as structured at the start of the modification, Right Path entirely ignored this fact. They refuse to tell me how each of my payments was applied under XXXX XXXX XXXX, insisting they do not have access to that data. And yet, they continue to state the same non existent escrow expenses as cause for the default upon which they refused to take my payments, ( and in doing so, created a path to foreclosure. ) And they keep restating this in spite of the fact that it is patently false. The deplorable state of accounting history for the loan is such a red flag of reckless foreclosure, I will be surprised if it doesn't demand an explanation. I will attach it.
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10/25/2023 |
Yes |
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- Closing on a mortgage
- Delays with the closing process
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Web |
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On or about XX/XX/2023, I contacted Mr Cooper mortgage about having my FHA mortgage assumed. They advised that a loan assumption would take approximately 60 days to complete. On XX/XX/2023, a buyer made an offer on my house contingent upon them being able to assume my FHA loan with Mr Cooper. I immediately contacted Mr Cooper and requested to start the assumption process. They refused to email the assumption application documents until after they had been mailed. Once mailed several days after requested, I had to call and request the documents emailed on XX/XX/2023. Once emailed, the assumer and I completed the requested documents within 24 hours of receipt and emailed them back on XX/XX/2023. Mr Cooper failed to have contact with me and I did not receive updates unless I called customer service. I called on XX/XX/2023 and was notified that another form needed to be completed. I promptly completed the form and emailed it back to them the same day. Mr Cooper again failed to have contact with me. I called several times the following week. I was advised that all documents were completed and received as of XX/XX/2023. I asked to speak to a loan officer and they refused to let me speak with one. Over the next 3 weeks, I was told that the assumption process was backed up and would take 4-6 months to complete. I requested several times to speak with a loan officer or manager and was denied. I asked to have the assumption escalated. I was advised that a loan officer would contact me by XX/XX/2023 but they failed to do so. Customer service continued to deny me my request to speak with a loan officer or manager of the assumption department.
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06/21/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I had a home loan held by Nationstar Mortgage, LLC, dba Mr. Cooper. I sold my home on XX/XX/2021. Mr. Cooper owes me an escrow refund of between {$2700.00} and {$2800.00}. This was communicated to me by the closing attorneys. As of XX/XX/2021, I had not received a copy of my check and I called Mr. Cooper. I had been in transit and feared that the check had been lost in the mail. As such, during our phone call, I asked that they cancel and re-issue the check. The refund check indeed showed up later that day. I called them back and customer service told me that the check had already been cancelled and re-issued, but that there was a five business day approval process and that it would be re-sent to me.
As of XX/XX/2021, I have had not refund check issued. I have called Mr. Cooper customer service weekly, ever since, and every time, a customer service representative tells me that they have not found evidence of the reissuance but that they or their manager will call me back. I have never received a call back. On XX/XX/2021 at XXXX XXXX EST, I called them again and spoke to a customer service agent named " XXXX '' ( spelling may be incorrect ) who told me that the check has never been reissued, but that she would properly have the check reissued and that it had to go through the five day approval process again. At this point, it has been over a month since the original reissuance request was made and it feels like I am getting the run-around. Nearly three thousand dollars of mine is being held and I very much need that money. At this point I am not sure where else to turn, but I want the company to be compelled to refund my money.
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12/31/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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I was on pandemic mortgage forbearance and my forbearance was originally ending at end of XX/XX/2020. Their app asked me to respond as to my status/ability to begin my mortgage payments again after forbearance ends. I said yes but then the app automatically and immediately took me off forbearance, asking me to begin repayment on XXXX XXXX, 2020. I asked Mr Cooper to fix this so I can begin repayment in XX/XX/XXXX and told them I wanted to move the payments I missed during forbearance to the end of the loan term. THREE TIMES they botched the request and then finally told me I was denied for no reason at all other than they couldnt do it. So then I tried to apply for loan modification where we move the payments I missed during forbearance to be due at the end of loan term.
Again, without notifying me, mr cooper cancelled my application. Ive spoken with escalations numerous times and they have XXXX sensible explanation for these haphazard rejections. This time theyre telling me my application was cancelled because they provided me with a better refinance type of offer. How is this legal? During start of pandemic their app clearly stated that we had three options - pay the missed payments immediately at end of forbearance - move missed forbearance payments to end of loan term so it extends the long term - make all forbearance payments due at the end of existing loan term.
How am I going to resolve this if they continue to randomly cancel and reject terms????? Ive been sent in circles and now harassed by Mr Cooper debt collections 6-7 times per day via endless phone calls and texts. I WANT to pay my mortgage but they wont let me!
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11/02/2023 |
Yes |
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- Trouble during payment process
- Trying to communicate with the company to fix an issue while managing or servicing your loan
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Web |
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There was a hail storm that damaged my roof in XXXX of XXXX. XXXX XXXX sent me a partial check to get my roofing company to start putting on a new roof. I had to send the check to be signed by my Mortgage Company. I got it back within a week. Then I gave it to the XXXX XXXX. When the roof was completed, I sent XXXX XXXX the final bill from the roofing company and XXXX XXXX mailed me a check, I mailed the check to my Mortgage Company at the same address I did the first check. I got the check back in the mail unsigned because they changed servicers. When I called the new servicer, Rushmore Servicing XXXX they told me it might take 2 months because they didn't have all the loans installed into their system yet. I told them I could not wait because the Roofing Company needed to be paid. They said they would have someone call me. Nobody has called me. It has been 49 days as of today the roof was finished and I can not get the new servicer to answer their phone or talk to anyone again. I can not even make a Mortgage Payment to them for this month as their website isn't working. Phone numbers I call say they have a problem and can not be reached. My roofing company understands but they can not wait and said they will put a lien against my house. This is totally not my fault. I work as a nurse, long hours and can not talk at work. I get home at XXXX and that only gives me an hour and a half to work on this issue. In today 's age, this should not be happening. If you take on new loans you best be prepared to download them immediately. I should not have to deal with this stress in my life because of incompetence of the Mortgage Industry.
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09/26/2019 |
Yes |
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- Trouble during payment process
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Web |
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Good morning CFPB, In XX/XX/XXXX the servicing on my home mortgage was transferred from XXXX XXXX XXXX to NationStar Mortgage dba Mr. Cooper. Effective with my XX/XX/XXXX payment, I was instructed to begin making my monthly payments to Mr. Cooper.
I will note that I am in an active Chapter XXXX bankruptcy. At the time servicing was taken over by Mr. Cooper, there was a small amount owed in mortgage arrears, but I was nearly complete in paying my past due payments. By XX/XX/XXXX, I had completed all arrears payments and was once again current on my home mortgage.
The Problem : Since Mr. Cooper took over servicing on my account in XX/XX/XXXX, I have NOT received a monthly mortgage statement. I have contacted the lender multiple times in writing and via telephone requesting a mortgage statement. I was told my property was flagged for surrender and I stated that was completely inaccurate - the whole purpose of the Chapter XXXX bankruptcy was to keep the house. They performed research and discovered the account had been flagged incorrectly when servicing was transferred. The lender promised everything had been resolved and I should start receiving my monthly statement in XX/XX/XXXX,,, ,then it was going to be XX/XX/XXXX ... and now they've said I should receive it for the XX/XX/XXXX payment .... still nothing.
This lender has demonstrated a lack of accuracy and transparency in the handling of my mortgage account and my only tool for tracking and transparency is the monthly mortgage statement to which I am entitled as per the XX/XX/XXXX CFPB rule.
I would greatly appreciate assistance in achieving resolution with this matter.
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04/26/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
|
Hello -- This complaint is in regards to a Loan originated with XXXX XXXX and then transferred to Mr Cooper mortgage servicing. Over the past two months, I have made a series of inquires about a principal reduction payment I made shortly after closing on this loan.
Here is a summary of my case.
- I closed on my mortgage with XXXX XXXX on XX/XX/XXXX.
- Servicing of my loan was transferred to Mr Cooper in late XXXX or so.
- I submitted a principal payment reduction in the amount of {$57000.00} from the proceeds of my home sale to XXXX XXXX. It was cashed on XXXX.
- I contacted Mr Cooper 's customer service hotline on XX/XX/XXXX, after not seeing this credited toward my balance. I was told it would be passed to Research, but I never heard back.
- I emailed the Research Department on XX/XX/XXXX.
- On XX/XX/XXXX, the XXXX dollars in payments were posted to my account effective XX/XX/XXXX. The sum was split into a monthly payment ( XXXX ) + principal paydown ( XXXX ). The monthly payment was applied first, meaning the interest rates were not adjusted according to the principal-reduced amount.
- Also on XX/XX/XXXX, I received a response stating that my concerns had been addressed and the payment had been posted.
- I replied on XX/XX/XXXX with my complaint about the interest payments not being adjusted ( described above ). I received receipt-of-confirmation email.
- I followed up on XX/XX/XXXX, with a picture of the check. I received receipt-of-confirmation email.
- I followed up on XX/XX/XXXX. I received receipt-of-confirmation email.
- I followed up on final time on XX/XX/XXXX. I received receipt-of-confirmation email.
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08/22/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
|
I began the process to remove my monthly MI by contacting my servicer, Mr. Cooper, in XX/XX/XXXX. Mr. Cooper lacked communication throughout the process and often had long periods of absolutely no contact whatsoever. Mr. Cooper customer service agents gave me conflicting information every time I called, though one of the agents finally informed me that I was able to order my own appraisal since their appraiser grossly undervalued my home, which was attested to numerous professionals in the real estate industry. After I received and submitted my own appraisal report on, Mr. Cooper replied on XX/XX/XXXX that they received my appraisal but now my value does not meet XXXX XXXX 's 75 % LTV requirement since my loan seasoned for 2 years on XX/XX/XXXX. At no time did Mr. Cooper say that I had a timeframe to work within, and communication prior to their denial on XX/XX/XXXX they informed me that my value need to come in at $ XXXX. A final call to Mr. Cooper on XX/XX/XXXX resulted in XXXX in the Mr. Cooper escalation department admitting that Mr. Cooper did not provide proper information in an appropriate time frame but they could not do anything without an exception from XXXX XXXX.
I spoke with XXXX XXXX today, XX/XX/XXXX, and was belittled by a woman who refused to escalate my case and, after arguing with me rather than even attempting to assist me, HUNG UP on me!
This is not right. Even though I was not aware of the timeframe until after the fact, I still had 5 months to have the MI removal to process. There is no reason why this process should have now taken 6 MONTHS only to end in a denial because my loan hit the 2 year mark.
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11/07/2019 |
Yes |
- Debt collection
- Other debt
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- Communication tactics
- Frequent or repeated calls
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|
Web |
|
XXXX XXXX ... My wife and I purchased a home ( XX/XX/XXXX Closed on the Home ) ... we went through Champions Mortgage ( Seminole Branch ) originally. The loan was denied 2 weeks prior to closing ( we were sent a Denial Letter ) and my wife and I found a different Lender ( XXXX ) and completed the purchase on XX/XX/1st2019. On XX/XX/30th2019 I received an email from Champion Mortgage Processor that included an autorization form for Fees they want XXXX and I to pay. I contacted Champion Mortgage stating the charges are unwarranted. A XXXX XXXX ( Branch Manager from the XXXX Branch ) contacted me via email ... I responded and she did not reply. I am a client of XXXX XXXX XXXX XXXX XXXX XXXX ( XXXX ) so I contacted XXXX XXXX XXXX the Center Manager yesterday XX/XX/XXXX to inform her of the issue. Mrs XXXX took charge and was contacted by XXXX XXXX and informed that this charge was a mistake and that Mr XXXX XXXX from Champion Mortgage was fired due to this matter. I did not receive any email from Mrs XXXX concerning the issue. I called today XX/XX/XXXX and spoke with Mrs XXXX and she apologized ... but when I asked her to email me with the apology and provide in the email that the charges are invalid ; Mrs XXXX was not happy. She the PROCEEDED to contact my Employer, My Boss at Work to discuss with my employer!!! UNREAL!!!! I find this action beyond ludicrous and 100 % unacceptable. This Company needs to take action against this Branch Manager who is going around contacting former clients employers. I am beyond upset and I request a formal investigation. XXXX XXXX XXXX XXXX Any and all documents will be provided upon request.
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11/11/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
- Trying to communicate with the company to fix an issue while managing or servicing your loan
|
|
Web |
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XXXX DETAIL TRANSACTION HISTORY XXXX XXXX : XX/XX/XXXX XXXX Mr. Cooper XX/XX/XXXX XXXX On the transaction history for XX/XX/XXXX Is an escrow balance posting a {$5900.00} please identify what that amount is and what it is for on XXXX what that amount is for on XXXX you posted {$120.00} please identify what that amount is for on XXXX you posted {$88.00} what is that amount for on XXXX you posted {$77.00} what is that amount for Between XX/XX/XXXX You posted numerous {$11.00} charges what are those amounts for since they go back to XXXX and XXXX when you were not in possession of this mortgage Item XXXX XXXX corporate advances increased to XXXX {$16.00} big XXXX to {$65.00} {$77.00} {$80.00} yet the effective date is XXXX you were not in possession of this mortgage at that time tell me what those charges are for going back all the way to XX/XX/XXXX where you posted {$200.00} {$250.00} a {$190.00} a {$170.00} {$120.00} Item XXXX corporate advance {$2200.00} send me an explanation item XXXX effective posted on XXXX {$1400.00} item XXXX posted on XXXX {$1300.00} identify it item XXXX posted XXXX {$1000.00} identify that item identified every item that you posted on XXXX retroactive to XXXX XXXX XXXX Item # XXXX and item XXXX {$840.00} where did you get that money from to post to mortgage payments what's the offsetting debit I want a breakdown of every item that appears in the total amount column on the transaction history starting with item XXXX so on and so forth charges of {$900.00} charges of {$12.00} XXXX XXXX charges of {$1600.00} charges of {$1100.00} {$1700.00} {$4500.00} be very specific as to what these charges are for
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03/31/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Servicemember |
The mortgage company failed properly calculate the value of my property taxes.
The mortgage company failed to put enough escrow aside. So they ended up making a lump sum payment which also includes fees. Therefore I crease my monthly payment by {$700.00} This is outrageous.
Increasing someone monthly payment due to the failure of properly assessing my escrow account t is not my fault.
I can not afford an I create mortgage of this amount.
I have been making monthly payments each month. On time since having this mortgage. Now with the Iincrease of {$690.00} due to them having to pay property taxes owed .. because they failed to assist the taxes and they paid late. Is not fair.
My mortgage monthly escrow before was {$410.00}.
Which was due to {$1000.00} in insurance and {$3900.00} in my homes annual taxes. Making mortgage {$2600.00} My monthly escrow should be now {$470.00} max ( since I change my insurance ( {$1700.00} for Insurance and {$3900.00} in taxes ) Instead of my mortgage monthly escrow being XXXX the mortgage company says my monthly escrow is {$690.00}. This is not accurate. And also not fair to even charge me late fees and interest due to them failing to pay the county ontime.
Please help me get resolved as this is outrageous and not fair to increase ones mortgage for no fault of my own.
*** fair solution is to have my monthly mortgage be accurate. To reflect escrow of XXXX ( based on {$3900.00} of annual taxes and {$1700.00} for insurance ) which mortgage should be instead of {$2600.00}. Should be {$2700.00} as the ONLY thing I changed was my insurance. Property taxes has always been the same to date.
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06/29/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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This is the second year that Mr. Cooper has not sent my insurance company on time or the correct amount. Back in XX/XX/XXXX, my insurance was cancelled and I was not aware that I did not have any coverage until I received a check from the insurance company and called them to find out what they check was for. I was told that premium was do and they received the payment after the due date for the incorrect amount. Therefore, they cancelled my insurance. My house was not covered. Mr. Cooper fixed it and had my insurance reinstated after having me send them the check.
On XX/XX/XXXX, I called Mr. Cooper to inquire why my payment went up {$200.00} a month and was told that I needed to call my insurance company on why my insurance increased. On XX/XX/XXXX, I called my insurance company and was told that my policy had been called because Mr. Cooper again did not send the payment for coverage on on time and the payment was not for the correct amount. Therefore they cancelled my coverage on XX/XX/XXXX and the payment would be mailed back to me on XX/XX/XXXX. They stated that they would not be reinstating my coverage because this was the second time that my policy had been called due to nonpayment. I called Mr. Cooper after I spoke to the insurance company on XX/XX/XXXX and after telling them what the insurance company said, they finally told me that they added coverage on my house since I did not have any. Them adding their insurance is what caused my monthly mortgage payment to increase by {$200.00}. Mr. Cooper caused the problem and now they are trying to gain for it by putting their overprice property insurance. This is fraud!!!
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04/30/2019 |
Yes |
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- Struggling to pay mortgage
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Web |
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On XX/XX/2019, I filed complaint No. XXXX, with this office. After the complaint was filed, Mr. Copper provided some RESPA notices pertaining to the transfer of the loan.We want to be very clear that these notices were not provided by the lender until we filed the complaint with the CFPB. After the complaint, Mr. Cooper provided a mortgage statement to during the bankruptcy stay indicating to pay the amount of {$570.00} for the month of XX/XX/XXXX. Because we are in foreclosure, we contacted Mr. Cooper Bankruptcy department to confirm the amount of the payment. A representative stated that the amount was correct and to make the payment. On XX/XX/2019, Mr. Cooper processed the payment and deducted the same from our account. To our surprise, Mr. Copper lawyer XXXX XXXX filed a motion to schedule a sale date. The judge granted her motion and the court listed the property to be sold on XX/XX/2019. Mr. Cooper has engaged in Florida 's deceptive business practices. Mr Cooper made a verbal agreement with me over the phone to pay the amount indicated on the XX/XX/XXXX statement while taking our payment then placing the property for sale. When we contacted Mr. Copper, they are now changing their story and playing XXXX. The company now claim that they made a mistake by taken the payment and are sending the funds back??? What is this????. It is more then obvious the Mr. Cooper has acted in bad faith and i request that you sanction the company. We are also requesting that they honor our agreement and allow us to continue to make the payments. We are also requesting that they cancelled any future sale dates while we are making payments.
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01/23/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Complaint : Nationstar Mortgage d/b/a Mr. Cooper did not notify Borrower or Borrowers rep of servicing transfer at least 15 days before the effective date.
HISTORY : -Borrower/note holder died. As legal rep and successor in interest, submitted death certificate several times and Mr Cooper would not update file. Nationstar/Mr Cooper also would not provide documents to file for a loan modification. Finally had to resort to skipping payments to get them to send requested hardship affidavit and mod documents.
- Once received hardship and mod docs, called them and was told we had until XX/XX/2020 to submit the forms and to make payments and stop foreclosure process.
- received letter addressed to me confirming me as successor in interest.
- Filled out documents and created a Complete packet including all supporting docs for submission.
- On XX/XX/2020 received a letter addressed solely to deceased borrower stating the servicing of mortgage loan was being transferred from Mr Cooper to XXXX XXXX XXXX effective XX/XX/2020 - which was the day before the letter even arrived.
- There is still been No letter to successor in interest at all about change of service.
- XX/XX/2020 : Called new servicer for account # and fax # so can send documents to them and was refused that information ; they stated successor I am not listed as authorized contact, and would not discuss matter with me.
- XX/XX/2020 Have resubmitted all information via fax and email to new servicer and been told I must wait 48 hours for the information to upload, and to call back on Monday ( XX/XX/2020 ) - I am being blocked and manipulated from meeting deadline
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03/06/2023 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
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- Struggling to pay mortgage
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Web |
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I recently filed a complaint that was closed by Mr. Cooper. In their response Mr. Cooper lied to this agency and by default to us once again.
Mr. Cooper and XXXX XXXX have systemically lied to us in what seems to be an effort to drag this out to a foreclosure date.
Even after Mr. Cooper responded to a previous complaint we received documentation from Mr. Cooper XXXX XXXX XXXX ( XXXX XXXX XXXX in her email address ) refusing to supply us with the information we requested. Her email reply and XXXX reply do not include the very specific documents we requested. ( Attachment : XXXX XXXX XXXX XXXX ) and ( Attachment : XXXX ) In fact Mr. Cooper employee, according to XXXX XXXX, lied to us. She very, VERY clearly stated XXXX XXXX OWNS our loan. She has repeatedly used the word own in replies to us AND to this agency. This is a falsehood. ( Attachments XXXX and MrCooperXXXXr ) We sent an email making it very clear what documents we were looking for yet XXXX did NOT provide the correct documents.
Attached you will see her documents stating XXXX XXXX OWNS the loan AND documents showing XXXX XXXX denying they OWN the loan.
Mr. Cooper will claim she misspoke but it is in several correspondence from employee XXXX XXXX.
Mr. Cooper has engaged in this type of fraud and deceit for years causing both mental health and physical conditions to deteriorate for myself and my mother and they should be held responsible.
The loan is predatory originating from XXXX in 2006, we have paid an estimated {$130000.00} on an {$80000.00} loan and they want {$66000.00} more. Mr. Cooper has failed to provide documents as requested. Repeatedly.
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07/23/2022 |
Yes |
- Debt collection
- Mortgage debt
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- Took or threatened to take negative or legal action
- Threatened or suggested your credit would be damaged
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Web |
Older American |
XX/XX/2022 I dispute this debt in its entirety.
I do not authorize your company to purchase homeowners insurance for my home, and I will not reimburse you for any insurance payments for any reason.
Your company, RightPath, has not validated any debt that concerns me. Your Consumer Financial Protection Bureau ( CFPB ) form letter response submitted on XX/XX/2022, within twenty-four ( XXXX ) hours of my CFPB dispute and complaint on XX/XX/2022, states that you completed an investigation that validates a debt. The few photocopies of random numbers and meaningless abbreviations that you attached in your response prove nothing that concerns me but are an attempt to deceive and confuse a consumer.
The charged-off loan you referenced contained acts of fraud and violations of federal real estate laws from its inception and throughout, and was closed on XX/XX/2022, by the previous loan servicing collection agency, XXXX XXXX XXXX XXXX In my CFPB dispute/complaint to your company on XX/XX/2022, I stated that the fraud and violations had been addressed in my previous CFPB complaints to XXXX XXXX XXXX XXXX That is why they charged it off with a XXXX balance. I have documentation that substantiates my statements. Rather than conducting a thorough investigation of this fraudulent closed loan, where the fraud and violations were blatant, you have chosen to ignore my CFPB complaints to RightPath and XXXX XXXX XXXX and attempt to perpetrate the fraud by attempting to extort money from me, while attempting to abuse and intimidate me with suggestions of my credit being negatively affected and continuing with pre-foreclosure on my home.
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02/12/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
Mr. Cooper should not be handling people 's money!!!
They are careless and their negligence is unacceptable.
They have consumed my clean mortgage about 4 years ago with NO escrow which had more than 25 % equity but they have ignored the fact and kept sending property tax payment to my county ( not city and not insurance ) in spite of the fact that I have contact them sooooo many times and in writing and escalating the matter with the Executive Resolution Team, XXXX XXXX XXXX and with XXXX XXXX at Loss Mitigation ; I spent hours and days of my busy schedule and my busy work time and nothing, absolutely nothing has been corrected. This issue has caused my account to go under but they keep sending unnecessary payments on my behalf and the county keep sending the check back to them but they still report me to the credit bureaus with late payments, missing payments and now my account is big time upside-down.
I have now learned that my excellent credit score dropped in XXXX points due to this reporting which hurts my financial badly working on other transactions.
Currently, my equity is about $ 75 %.
On top of that, I have been adding $ XXXX to each monthly payment for the last 4 years which should be showing credit of about {$12000.00} on my account- so how could my account be upside-down!!!
I would like to ask for ALL my money back and to have my account straight showing all my credits.
I would like to have a specific and a responsible person to handle this case to the fullest.
I can not afford to waste anymore time and money over this ridiculous non-sense.
Six documents attached.
I would appreciate your HELP!!!
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04/13/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My mortgage was purchased by Nationstar Mortgage DBA Mr. Cooper in XX/XX/2021. After receiving instructions on how to setup my account I followed all of the instructions in the literature and was unable to actually do as instructed in what they mailed me due to their website being broken and unable to process my zip code when creating my account. I called customer care and was told to just keep trying. Finally, on XX/XX/XXXX I was able to create my online account with Mr. Cooper and upon doing so the website showed that 1 ) I was past due on my XX/XX/XXXX payment and 2 ) that my next auto-draft payment was automatically setup to occur on XX/XX/2021. As a result of the past-due status of my account and after seeing that the next pending payment was for XX/XX/XXXX, I initiated a one-time payment so as to get my account status current. On XX/XX/2021 I checked my bank account and saw that not only had they withdrawn the payment I made the previous day, but they had also withdrawn ANOTHER payment at the same time despite what their website reflected with regard to my upcoming auto-draft. I then called their customer service and after many unsuccessful attempts at navigating their automated phone tree I was able to miraculously choose the correct options to get a human on the line. The lady I spoke with then took my information and contacted the bank to initiate the refund. Despite the fact that Nationstar dba Mr. Cooper were able to instantly draft my funds from my account I was informed that I would need to wait up to 48 hours to have the funds that they took from me without my authorization to be returned to my account.
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11/23/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
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Web |
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This is not a duplicate nor is this complaint being filed by a third party, I am filing this complaint myself. Please see this complaint is processed to the letter of the law, as required under Section 609 ( a ) ( 1 ) ( A ) Disclosures to consumers [ 15 U.S.C. 1681g ] ( ( a ) Information on file ; sources ; report recipients. XXXX and XXXX shall, upon request, and subject to 610 ( a ) ( 1 ) [ 1681h ], clearly and accurately disclose to the consumer. If the consumer to whom the file relates requests that the first 5 digits of the social security number ( or similar identification number ) of the consumer not be included in the disclosure and the consumer reporting agency has received appropriate proof of the identity of the requester, the consumer reporting agency shall so truncate such number in such disclosure. & Section 611 ( a ) ( 1 ) ( A ) Procedure in case of disputed accuracy [ 15 U.S.C. 1681i ] ( a ) Reinvestigations of Disputed Information. If the completeness or accuracy of any item of information contained in a my file at XXXX and XXXX are disputed by the consumer and the consumer notifies the agency directly, or indirectly through a creditor, the Bureaus shall, free of charge, conduct a reasonable reinvestigation to determine whether the disputed information is inaccurate and record the current status of the disputed information, or delete the item from my file in accordance with paragraph ( 5 ), before the end of the 30-day period beginning on the date on which the agency receives the notice of the dispute from the consumer or creditor.
NATIONSTAR MORTGAGE XXXX Date Opened : XX/XX/2007 Balance : {$0.00}
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03/23/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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XXXX To : XXXX XXXX Mr. Cooper Customer Relations Specialist Please investigate and fix my Mortgage Principal Balance. Do not reply just for the merit of replying. This is my Third Request.
REFERENCE : XXXX Wrong Increased Mortgage Loan Principal Balance.
PROPERTY ADDRESS : XXXX XXXX XXXX XXXX XXXX, CA XXXX MORTGAGORS : XXXX XXXX PLEASE SEE DOCUMENTATION ATTACHED THAT VALIDATES MY ARGUMENTS ABOVE. PLEASE INVESTIGATE AND FIX MY MORTGAGE PRINCIPAL BALANCE IMMEDIATELY.
XXXX XXXX this a response to your email I received on XX/XX/XXXX, on my personal email XXXX.
1. You incorrectly stated, Regarding the interest rates of this loan : On XX/XX/XXXX, the starting interest rate was 6.625 %. '' The interest rate on XX/XX/XXXX. XXXX to the present is 3.750 %.
2. You incorrectly stated, The prior lender was XXXX XXXX XXXX XXXX Please see the XXXX Mortgage statement from XX/XX/XXXX. Please, be advise that this statement has the wrong principal balance.
3. On XX/XX/XXXX Nationstar/Mr. Cooper got the loan from XXXX Mortgage and raised my fixed interest rate from 6.625 %. to 6.63 %.
4. On XX/XX/XXXX Nationstar Mortgage changed my interest rate to 4.750 % after I was already approved for interest rate 4.625 %.
5. Please see the payoff demand statement from XXXX from XX/XX/XXXX. The total amount to release my mortgage loan was {$270.00}, XXXX Please investigate before responding to me as this is the second letter response without an attempt to fix the problems in my principal loan balance. Please fix my Principal Balance immediately as requested on my previous letter dated XX/XX/XXXX.
Thank you, XXXX XXXX XX/XX/XXXX
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04/21/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My current mortgage servicer, dba. Mr Cooper, did not pay my XX/XX/XXXX property taxes despite having escrow to cover the amount. On XX/XX/XXXX, I contacted my town tax collector and I was informed the taxes were not paid, triggering a {$140.00} penalty. I contacted Mr. Cooper on XX/XX/XXXX to inform them of the tax payment not being made plus the penalty and I spoke to XXXX in the Escrow Department. She informed me she would escalate the issue and pay the delinquent taxes and the penalty. XXXX assured me the penalty would not be paid from my escrow account. On XXXX XXXX I contacted Mr. Cooper again and spoke with XXXX. XXXX informed me that the tax Department has submitted a tax verification request to the county and they would pay the taxes when they received a response. XXXX apparently did not like my characterization of Mr. Cooper 's customer service as poor and she hung up on me. This mortgage was completed in XX/XX/XXXX with XXXX XXXX XXXX. Despite XXXX XXXX including the XXXX tax payment in it's escrow calculations, XXXX XXXX failed to pay the property taxes on time resulting in a tax penalty just under {$100.00}. XXXX XXXX sold my mortgage to Mr. Cooper without reimbursing me for the payment of the tax penalty for not paying the taxes on time. Mr. Cooper has now missed the second property tax payment and my home insurance is due next month. It would be safe to say I have no confidence in Mr. Cooper fulfilling it's obligation with my escrow payments. Mr. Cooper representatives informed me multiple times they would not ease the escrow requirement despite their failing to properly apply escrow payments.
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02/29/2020 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
On Friday, XX/XX/2016, my account was due for the XX/XX/2016, mortgage payment. I telephoned Mr. Cooper on Friday XX/XX/XXXX, trying to make a mortgage payment however I was unsuccessful in reaching anyone that day, for reasons I can not recall.
I contacted Mr. Cooper on Monday XX/XX/2016 because their institution was closed Saturday, Sunday and Monday due to the holiday. On XX/XX/XXXX, I spoke with a team member to attempt to make my payment and the team member advised me that they were unable to accept my XX/XX/2016 payment because I did not make my payment on the XX/XX/XXXX and due to the terms of my agreement ( completed loan modification ) my account did not have an allowable grace period. The team member further explained that the only way they would accept the XX/XX/XXXXpayment is if I advanced the XX/XX/2016, payment as well. This would mean, I would need to make both the current month due and a future payment as well.
At that time, I did not have the additional reserved funds to make both the current XX/XX/2016 and a future XX/XX/2016, mortgage payment together. I was advised to reach out to friends/family or take out a personal loan in order to make the XX/XX/2016 and XX/XX/2016, payments.
I attempted to apply for a loan modification after I made numerous attempts to make my mortgage payment, but I was denied the ability to do so because I was required to make XX/XX/XXXX and additional payments at once when I didnt have the resources to do so at that time. My account was then referred to foreclosure and after speaking with the VA, the VA advised me to try to apply for payment assistance options.
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02/27/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I filed for Bankruptcy in XX/XX/XXXX and my Confirmed Plan in XX/XX/XXXX stated that I was to pay {$3500.00} in principle and interest plus property taxes and insurance for my mortgage. My original payment amount was {$6200.00} per month prior to filing Bankruptcy. After filing, I sent in partial payments approximately every 2 weeks for various amounts ranging on average from {$1500.00} to {$6000.00} throughout the years. The total paid per month usually averaged around {$5100.00}. Seven years later in XX/XX/XXXX the bank filed a Notice of Default which said that I was {$200000.00} behind in my mortgage. My total mortgage balance on my payment history said that I owed {$500000.00}. When I checked the original amortization schedule that I received when I first closed on the mortgage, it said that my balance as of that date was supposed to have been {$540000.00}. So I was actually AHEAD of where I was supposed to be with the balance. When I looked at the payment history, there were checks that I had sent that were NOT listed. When I looked at the calculations, they apparently were charging me {$3000.00} per MONTH in late fees! The reason that I made partial payments was because I had read on the internet that biweekly payments would cut the interest down and make you pay off your loan faster. They also show " unapplied funds, '' which on the XX/XX/XXXX statement totaled {$110000.00}. I would like to request an AUDIT to see if they have made mistakes with calculating my interest and if they have applied all of the checks that I have sent. I have copies of my cashiers checks. Please let me know how to get an AUDIT.
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01/01/2020 |
Yes |
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- Trouble during payment process
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Web |
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Received first delinquent tax notice from township. Date of Notice XX/XX/XXXX Taxes were due to be paid out of escrow on XX/XX/XXXX.
A portion of our mortgage payment to Mr. Cooper mortgage is put into escrow acct. each month to cover property taxes and insurance. The amount put into escrow each month is {$590.00}.
We now have a total as of XX/XX/XXXX of {$3100.00}. The initial amount for property taxes due was {$1100.00} for the quarter. There was an ample amount in escrow to pay property taxes by the initial due date of XX/XX/XXXX. We have since then accrued interest on unpaid taxes making the amount with interest {$1100.00}. Not sure if there are any late fees attached to unpaid taxes. We reached out to our mortgage company on XX/XX/XXXX and explained situation. We were told initially that our taxes weren't set up to be escrowed but after looking into it further the person we spoke to realized that they were being escrowed and that the way it was put in when acct. was sold to them was causing the problem. They told us that they were making notes on acct and sending to their tax dept. and that it would be resolved. They also asked for us to send copy of delinquent tax bill to them which we did on XX/XX/XXXX. It was emailed and faxed. Since then we have talked to numerous people and supervisors and are being told that they are still reviewing situation and they will contact us when taxes are paid. Today is XX/XX/XXXX and nothing has been paid. We also called township and told them of situation and they told us to keep on them and make sure it is paid by XXXX. Like I said as of today taxes have not been paid.
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06/02/2023 |
Yes |
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- Struggling to pay mortgage
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Web |
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I submitted my application to Mr Cooper for help with my mortgage because on XX/XX/XXXX I lost my Mother and I had to pay her funeral cost out of pocket. This hit me really hard and I started calling Mr.Cooper explaining my situation tryna get some help. I had received a modification in XXXX because I completely lost my job because of the pandemic. I had used my 12 month forbearance and I kept asking Mr Cooper for help but Mr Cooper told me no other help was available and started foreclosure proceedings. I had to hire a third party for help XXXX XXXX. XXXX XXXX and her team worked diligently trying to get me help. Only then did I find out that there was an extra 180 days available to me if needed because my loan is federal backed. XXXX was able to get my foreclosure paused and got me the forbearance. I have tried every kind of option that supposed to be available to me and I have been denied everything! I have my application with them right now for the FHA program that has just been put in place and I submitted my application to them as soon as I got sent the application. This home has good equity in it and I feel Mr Cooper doesnt care at all about struggling families. They are proceeding with the Foreclosure and Ive submitted my application to them for help. They are saying they are going to try and process my application in a timely manner but foreclosure proceedings will continue and Im trying to understand why would you proceed with foreclosure if there is help I may qualify for? I dont understand this company! Somebody please help us struggling home owners who have suffered so much loss already! Thank you
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10/17/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Mr Cooper mortgage company misapplied 5 of my monthly mortgage payments.
I was told by several reps that there was a computer ( IT ) problem and that the payments were being misapplied.
My monthly payment was partially applied to additional principal, which I did not authorize. Mr. Cooper would send me late notices and penalties due to their error.
Eventually, I fell behind because they were misapplying my payments.
I tried for over 7 months to get this straightened out to the point I had to get an hardship withdrawl from my 401k bring mtg up to date. I was told by several reps and sent letters from Mr. Cooper that they were escalating my inquiry/complaint but it was never resolved.
The last rep said if the mortgage was brought current she would have the misapplied payments applied to a couple of monthly payments. This never happened and all correspondence states it is in the research department.
Mr Cooper has assessed attorney fees to me in excess of {$2000.00}.
Also, when I went to make a payment the other day - my monthly is {$1500.00} and it said I could only make a payment for {$2800.00} there payment system is ripping off mortagees and we are held hostage when they say they will foreclose.
By misapplying payments they can add fees/penalties/lawyer fees/ etc ... hurt your credit rating and I have spent over 30 hrs on phone trying to get this straightened out.
Each time a rep tells me I will see a credit and it doesn't happen. As I stated above, one rep outright told me that it was Mr. Coopers fault and the problem was IT program and he suggested I called in each month to make payments.
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10/19/2023 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
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- Trouble during payment process
- Trying to communicate with the company to fix an issue while managing or servicing your loan
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Web |
Older American, Servicemember |
Workers and manager within the company Nation Star have tried multiple times to fix the accounting error. I am told it can not be fixed as they have few home equity loans and no process to permanently resolve. On the payment records they sent me it shows workers have attempted to move payments made from principle column to payments column. I receive weekly phone calls saying I am behind on payments. I am threatened by their escalation team. While in hospital and in recovery they called and I said everything is on auto pay, I cant owe. So I paid again ( occurring many times ) It bounced and charges went to my XXXX XXXX credit card with higher interest rate for entire balance & banking fees. ( also because of this I switched & backed up checking w/ XXXX XXXX XXXX credit card and at time didnt know about the extra fees & interests. This is a XXXX loan thru Nations Star ( NS ). I ask for help from XXXX & told many many times not their co. take it up with NS & have for two years! At the end of every phone call they must say thank you for using XXXX. So it is both companys problem to fix. XXXX is a bank & I am a stock holder as all who are members. If they do this to me, I think they are doing it to more members.
This all started when I went from XXXX to XXXX. I missed a payment at time of switch over I readily admit. & attempted to resolve. It & other extra payments went to principle. There are fees fines and aggregation. Ive had friends try to help, my XXXX tried, to no avail. I am XXXX and try hard to pay everything. My current medical bills are high & I cant keep paying XXXX more & more XXXX and interest.
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07/03/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
On Thursday, XX/XX/XXXX, I spoke by phone with XXXX of the CFPB, employee ID XXXX. She gave me the number for HUD, where I spoke with XXXX who initiated a three-way call with Mr. Cooper where we spoke with XXXX who refused to give an ID number, location or her position. The call did not resolve the issue, but XXXX did acknowledge that I am not in arrears and never have been. I have never missed a payment.
XXXX claimed that Mr. Cooper is " required by Washington state law '' to send me " pre-foreclosure information. '' This is a lie. There is no such law and I am not in arrears.
XXXX did not resolve the issue. The most she would offer is to " look into the issue. '' She claimed not to be aware that pre-foreclosure papers had been sent over the course of many months. I do not believe her.
And if it is true that Mr. Cooper/Nationstar doesn't know that these threatening documents are being to us, then Mr. Cooper is NOT monitoring its compliance with the XX/XX/XXXX settlement agreement reached between CFPB, Washington state and Nationstar/Mr. Cooper.
Mr. Cooper 's harassment has caused me serious XXXX XXXX XXXX harm. I and my husband are elderly, and have grave health problems - exacerbated by the continual foreclosure threats over a period of years.
I am filing with Washington state a complaint of elder financial abuse ; for this is what we are experiencing.
I need the CFPB 's assistance to shut down this continuing fraud by Mr. Cooper/Nationstar.
Please help. I have attached some of the most recent documents, but have many more in my files dating back to when this problem first began ten years ago.
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04/02/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
|
My mortgage was transferred to MrCooper approximately XXXX. I make principal payments each month through their website. The site clearly identifies the payments as " add a principal payment '' and unless you go to the payment ledger you will not see that MrCooper rarely posts it correctly. I have on three occasions spoken to escalation specialists ( after hours on the phone with their regular " specialists '' ) and had to have the payments " fixed ''. Each time I ask them why they do not repair their web site to do the accounting correctly. The answer is the same, " we have thousands of customers that pay this way ... .. '' and yet ours is messed up. I have asked 2 times for an audit and 2 times all I get is " I can fix this '' from the escalation specialist. At the end of XXXX our principal balance was ( apparently ) XXXX. We made payments totaling XXXX ( included one regular payment of XXXX XXXX of which was interest and XXXX additional principal ). XXXX - XXXX = XXXX. Yet, the principal balance of the web site show XXXX. This is XXXX more that we actually owed! This is the third time I had to call MrCooper for this type of error and they don't seem to want to fix the error. Multiply this by the thousands of customers referenced earlier and no telling how many people may be being wronged! Interestingly, I took a screen shot of this XXXX and XXXX and there are 14 ledger entries to record the 5 payments made, that being one regular payment and 4 separate XXXX principal payments. Let there be no doubt that, malicious or not, MrCooper Mortgage company has problems they seem unwilling or unable to correct.
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06/16/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Improper use of your report
- Reporting company used your report improperly
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Web |
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On XX/XX/2022, I contacted Nationstar DBA Mr. Cooper to inquire about removing my private mortgage insurance ( PMI ). Upon request, the agent said they were unable to remove it without a refinance. At no point did I consent to a refinance, and at the end of the conversation, the agent told me that it would not be a good option for me at this time. Today, I received a packet from Nationstar that had a loan application from that conversation. At no point was I going to refinance my current mortgage ; especially with the current rate percentages. Nationstar pulled my credit without my permission, and per FCRA, I should have this inquiry removed from my credit report, as this was something I did not consent. Also, the interest rate lock agreement violates UDAAP, TILA/Regulation Z. The buydown points are listed as a discount, fully ignoring the fact that the loan amount is increased to accommodate the buydown points. The section that shows points is the origination fee ; a completely different amount than the points charged on section A on the loan estimate. This section clearly outlines the points as {$9900.00}, which is listed on the interest rate lock agreement as {$1400.00}. This is deceptive advertising ; misleading the consumer into thinking the discount and points are the same amount WHICH THEY ARE NOT. Nationstar is in violation of fair advertising per Regulation N/MAP, because they are not being truthful in the amounts that are being charged to the consumer, and disguising the buydown points as a " discount '', and omitting that value from the " points '' line on their interest rate lock agreement.
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02/10/2021 |
Yes |
- Mortgage
- Reverse mortgage
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- Trouble during payment process
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Web |
Older American |
THIS COMPLAINT FILE IS RELATED TO THE " FEEDBACK ACTION, '' PREVIOUSLY FILED AND RECENTLY CLOSED COMPLAINT NUMBER : XXXX This file is related to the official reply from Champion Mortgage, to the Consumer Protection Financial Bureau ( CFPB ), which Champion Mortgage submitted upon my Mothers original formal complaint to the CFPB.
Champion Mortgages reply here is the same as a Deposition. Champion Mortgages reply here admits to violating XXXX XXXX Regulations.
Champion Mortgage 's reply completely ignores and does not address numerous important answers to the questions which I am alleging against Champion Mortgage for breach of contract.
XXXX XXXX mortgage regulations requires that the initial insurance proceeds disbursement shall be 33 % of the entire amount of proceeds in escrow account to XXXX XXXX. In the reply letter attached here, Champion Mortgage admits that they did not pay 33 % of the proceeds to XXXX XXXX.
XXXX XXXX regulations require that Champion Mortgage shall make all insurance proceeds check payable only to XXXX XXXX if she obtains a Massachusetts and XXXX of XXXX Waiver Exempt Document. In the reply letter attached here, Champion Mortgage admits that they forced XXXX XXXX to have check written payable to XXXX XXXX XXXX XXXXXXXX, XXXX In the original complaint file to the Consumer Financial Protection Bureau, XXXX XXXX introduced a demand letter directed at Champion Mortgage citing Massachusetts Law and XXXX XXXX Regulations related, now in two reply letters, Champion Mortgage cites XXXX XXXX ' as their rebuttal. This action is breach of mortgage contract by Champion .Mortgage.
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02/27/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Our mortgage was transferred to Mr. Cooper / Nationstar back in XX/XX/XXXX with out first payment made on XX/XX/XXXX. Payment was taken out of our account via bill pay from the bank XXXX XXXX in the amount of {$3300.00}. The Bill Pay Confirmation is # XXXX.
In XX/XX/XXXX, I was notified by mail that we were a month late on our mortgage, so I immediately called and the customer service representative said that I sent it to Nationstar, but to a different department. He would put in a request to recover the payment and apply it to our account. If he had any trouble with that, we would hear from in a couple weeks.
I never heard from them again and continued making payments each month. Each outlined below.
XX/XX/XXXX Mortgage : XX/XX/XXXX, NATIONSTAR MORTGAGE NEW, {$3100.00} Conf. # XXXX XX/XX/XXXX Mortgage : XX/XX/XXXX, NATIONSTAR MORTGAGE NEW, {$3100.00} Conf # XXXX XX/XX/XXXX Mortgage : XX/XX/XXXX, NATIONSTAR MORTGAGE NEW, {$3100.00} Conf # XXXX XXXX Mortgage : XX/XX/XXXX, NATIONSTAR MORTGAGE, {$3300.00} Conf # XXXX This week, I received a phone call from Mr. Cooper / Nationstar saying we were late on our mortgage and the customer service representative said it was the XX/XX/XXXX Payment we were missing. I then recounted the same issue that I discussed with the representative in XX/XX/XXXXand this representative gave me an email address where I sent all of my documents and proof of payment. It's going on 4 days now and I haven't heard anything from this company. I have never been late on a mortgage payment and need this resolved. I feel like I'm being taken advantage of for an additional payment.
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09/06/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
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|
Web |
Older American |
On XX/XX/2022 from Mr. Cooper, XXXX XXXX, Negotiator I wanted to let you know the Appraisal as of XX/XX/2022 is $ XXXX. I see the current offer is around XXXX likely will not be accepted by the investor, is the buyer willing to increase their offer? Thank you.
This is the same issue my previous Servicer, XXXX XXXX XXXX ( loan # XXXX ) attempted requesting {$250000.00} minimum purchase price which I argued not in view of the ( XX/XX/2022 ) {$110000.00} Appraised Value ( see attachment ) you also received when my loan documents was transferred to you. I was notified of this transferred event XXXXXXXX XXXX. You then requested your Field Inspector, XXXX XXXX ( XXXX ) to do a internal & external inspection which was completed on XX/XX/2022, XXXX. XXXX XXXX also stated he was only to take pictures with no valuations, comparables, etc. which made no sense to my realtor, XXXX XXXX, XXXX XXXX XXXX Properties ( mobile XXXX ) nor to me. This is obvious a second attempt of CONSPIRACY to defraud me dating back to ( XX/XX/2022 ) compelled me to file this Compliant if not resolved I will escalate of all Parties involved : XXXX XXXX XXXX, Mr. Cooper, RighPath Servicing, XXXX XXXX, XXXX XXXX and XXXX XXXX XXXX including XXXX, XXXX, XXXX to : 1. Maryland Attorney Generals Office 2. XXXX XXXX XXXX XXXX told me I need to submit a Privacy Act Form before they can pursue my Case, 3. Investigation Teams : XXXX 4, XXXX, XXXX XXXX XXXX XXXX and XXXX XXXX My attorney ( to be determined ) 5. Donald Trump, would to sink his teeth into this XXXX XXXX XXXX woman being taken advantage of by ( 3 ) Bank/Loan Servicing Companies .
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04/18/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
|
Mr. cooper is a third class money hungry, greedy company. I applied for financial hardship on XX/XX/2020, after one month of deliberation, dragging my case and unnecessarily asking me for the documents which were not required they have come up with a six months forbearance program in which I have to pay them {$160.00} every month for six months, they have come to a conclusion that I have no financial difficulty, are they out of their mind? I have provided them food stamps letter from the county and also my unemployment letter from the state and they are saying I have no permanent financial difficulty, which illiterate is underwriting their loan terms and conditions. In this epidemic of coronavirus how can they say that I have no financial difficulty. The whole economy has collapsed, so where will I make my money from?
They still want 5 % interest from me and {$1900.00} just in interest every month, this is ridiculous.
And top of all they will report me delinquent to the credit bureaus each month for the next six months and at the end of six months of forbearance I will have to pay a whopping amount of {$18000.00}, is Mr Cooper out of their mind? Since XX/XX/2020 since I applied for the hardship I am telling them to give me a permanent solution to the mortgage problem as I am hit really hard from Coronavirus and also going through an active divorce, so how can they ignore all this. After one month of deliberation they have come up this with this senseless forbearance program which doesn't make any sense. It just tells that how greedy they are and they just want money and do not care about people.
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06/21/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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I am really complaining about the very poor customer service. I inquired about approval for a land swap between myself and a neighbor - my soon to be neighbor is building a house nearby but does not have a spot that has the proper soil composition for a septic tank. My property does have the proper soil composition so we agreed to swap a small portion of the land in order to facilitate his building the septic tank.
He completed a survey and wrote a description of the swap, I emailed that information to Mr. Cooper on XX/XX/2019.
I followed up with a phone call and was told I had submitted what was required. I then followed up on XX/XX/XXXX and was told that I needed to submit the information to a different email address. I did that on XX/XX/XXXX. I followed up numerous times both by phone and email between XX/XX/XXXX and XX/XX/XXXX - I never was able to get an answer from anyone other than it was in process and could take 30 business days. I was told if I emailed the research department directly I would receive an update but never did. I called today to follow up and was told that nothing had been done with my request, and now they required {$250.00} and an appraisal to start another 30 business day review. My frustration is that I get different information every time I call, and no-one that will take the time to really answer any questions or that seems to have any desire to actually help resolve the issue. I have done everything that was asked of me as soon as it was asked, and yet they have never responded to me ( all contact has originated by me ), and I get a different answer every time I call.
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12/02/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
Servicemember |
Mortgage Company Mr. Cooper is making it difficult to extend the required COVID Mortgage Forbearance. When you call it steers you to the website to login. When I logged in it only gave me options such as Deed-in-Leu, Modification and full payment. When I attempted to find or select " extend forbearance '' it said I was not eligible. I have used 9 months of forbearance and since this is a quasi-government backed loan it should be eligible for 90 more days. When I was navigating the system to find the forbearance option it navigated me to a modification. I later received notice that I needed to make trial payments. All I wanted was the forbearance extension. I made several attempts to call and they were busy and I was again directed to the website. I was able to reach them on XX/XX/XXXX and they agreed to cancel the unwanted modification and told me the forbearance would extend to XX/XX/XXXX.
I am concerned that Mr. Cooper is not following the intent of the relief package, and making it unreasonably difficult to get the extension. I am very concerned that they appear to be cramming customers into unwanted modifications, demanding full payment and taking property with deeds-in-leu buy directing them in the website without showing the forbearance option. I have very little trust in these mortgage servicers especially with the issues around the XXXX financial crisis. Please remind them to follow the intent of the relief and ensure there website is accurate and not misleading customers into unwanted programs. Please ensure I was granted the requested 90 day forbearance extension by Mr. Cooper. thank you
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08/11/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
Older American |
Mortgage began XX/XX/XXXX serviced by Nationstar Mortgage d/b/a Mr. Cooper.
Beginning XXXX the company began calling customers on or around the XXXX of each month. When the call is answered a recorded male voice announces in a very strident, almost threatening voice that this is Mr. Cooper and we are a collection agency. He continues with words to the effect that they are out to collect on a debt and offer ways to make payment immediately, including by check and we will wait until you get your checkbook. Other options are given, the last being, speak to a representative.
The representative requires the usual of Name, Address, Zip, and last-4 SS #. She says that this is a courtesy reminder that our mortgage payment is due by XXXX.
For the first few months I ignored the calls until XX/XX/XXXX, and was confused and offended why this company was representing themselves as a debt collector which usually means I am in arrears. I have never been late with payment to them. I told her that I didnt appreciate the tone of the recorded portion of the call and that since I had not ever been late that I didnt want or need a reminder. She promised that she would take care of it.
Today XX/XX/XXXX they called again.
Since my first mortgage in XXXX I have never had a company send a monthly reminder about the next payment. I have been late by a few days a minuscule number of times and only then was contacted by the company and paid the penalty.
It is sad to think that, for this company, the majority of their mortgagees are delinquent and need to be threatened by a collection agency in order get their payments.
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03/19/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
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|
Web |
Older American |
We started the mortgage process with Mr. Cooper in late XXXX or early XX/XX/XXXX as we selling our house and going to purchase something else. Mr Cooper was the lender we had for our current mortgage so I figured it would be easier to go with them.
Things started out great and within no time we had pre approval on a loan and just needed to find a home.
Our home sold pretty quickly and within a week or so we found a property and put a contract in which was accepted. Copies of the contract were sent to our Mr Cooper representative. More information was needed from a HOA as we were buying a condo.
Our realtor called our processor several times to make sure the lender had all they needed and was assured things were good.
A week before the scheduled closing date ( XX/XX/XXXX ), we were still waiting on loan approval.
When I called 5 days before closing I was told the lender was waiting on HOA docs from the property manager.
I had the sellers agent calling out agent wondering where our approval letter was.
Within 7 days of closing we were told we needed to have new credit reports pulled, needed HOA documents, new bank account statements, etc.
After over 40 daily emails and countless phone calls 2 days before settlement we got loan approval.
My problem is that our processor left our file untouched for at least 10 days while telling us and our Agent she had all she needed.
We had to resort to yelling, cussing and everything else available to us to get them to get this loan approved.
They turned what should have been a happy experience for us into a miserable, stressful XXXX wrenching experience.
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10/10/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
- Foreclosure
|
|
Web |
Older American |
My account started to be in default XX/XX/2023. I was wrongly referred for foreclosure while I tried to seek foreclosure alternatives options- apply for HAF assistance, XXXX, and loan modifications, including submitting appeals.
While working on these applications I was also simultaneously working hard to raise the funds to reinstate the loan based on monthly statements I was receiving from the servicer. I was eventually approved for {$7000.00} from the XXXX XXXX program in XX/XX/2023. This state program collected a full mortgage payment for XX/XX/2023 ( {$21000.00} ) as part of their terms to approve me of the foreclosure relief program and sent it to the servicer ( {$7000.00} came from XXXX and {$14.00}, XXXX was my own portion ). The servicer ( for an extended period of time ) held my portion of the checks without processing it, and refused my own payment to cure the loan to bring it current.
The servicer returned my portion of the funds ( {$14000.00} ), but kept the state funds ( {$7000.00}, XXXX Assistance ) and maintains I am still on track for foreclosure and that I can not cure the loan without " foreclosure '' fees they want to add.
I will note I was approved ( XX/XX/2023 ) for a loan modification that I can not afford at this time. I just want to be able to cure the loan at this point. I can not afford the extra fees they are tacking on as they shouldn't have even referred the file for foreclosure. I believe the servicer is committing " dual tracking '' practices and that's why these extra fees are due preventing me from being able to cure and fully reinstate the loan at this time.
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09/12/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
Hey guys, You are such awesome people. Need your help.
In 2022 my tax assessor billed me incorrectly. They would later fix the issue and bill me the correct amount.
The initial 2022 tax amount : {$2700.00} The corrected 2022 tax amount : {$770.00} The mortgage company increased my escrow payment to reflect the incorrect {$2700.00} escrow. My first attempt to get help was on XX/XX/2022 at XXXX. I sent a message via in-app chat to the mortgage company to run a new analysis on my property. I never received confirmation that they ran the analysis.
12 days ago, on XX/XX/2022, XXXX XXXX EST, I requested my mortgage company to run an escrow analysis again on the property to correct my escrow being nearly 3x what it should be.
Since then, I have reached out via phone, twice via email ( XXXX ) & once via in-app chat. I have received no response from any of the 3 mechanisms except via phone I was told that " I will pass along the information ''.
My mortgage company is a wonderful group and has always treated me well. Their support team is very kind. I am happy to be patient, just concerned that no one has even attempted to reply to my email or acknowledge my attempts to give them the correct information.
My current escrow balance is {$2900.00} - far greater than the {$770.00} I was billed last year. By the time I pay taxes again, the balance of my escrow may be nearly double that.
I have attached a screenshot of the old bill and the updated bill. Here is the URL to the XXXX XXXX XXXX XXXX website with updated info : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Thoughts on how we can help fix this?
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10/04/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
|
On or about XX/XX/XXXX, we applied for a loan with XXXX ( now XXXX XXXX ) for a second mortgage. We entered into a contract on XX/XX/XXXX for a line of credit, in the sum of up to {$100000.00}. The contract consisted of a closing on the same date and we were advised that flood insurance was not required. We are informed and believed that the bank had an erroneous Flood Determination but in fact our house was in a Special Flood Zone Area. In addition, the mortgage claims a lien on Lot XXXX, XXXX XXXX XXXX XXXX XXXX THE CITY OF XXXX, XXXX XXXX, NORTH CAROLINA RECORDED IN PLAT BOOK 38, PAGE 17 when in fact our lot is 133, Section 4, Cross Creek Subdivision, in Map Book 38, Page 17 and that lot 113 is clearly not in a Special Flood Zone Area. This error clearly made the bank fail to comply with the National Flood Insurance Reform Act of 1994.
In addition and coincidentally, at approximately the same time we received notice from XXXX XXXX XXXX that our lot was no longer in a Flood Zone and that we did not need Flood Insurance. We believe that the error regarding the lot number and because of communication between the first and second mortgage holders regarding the erroneous lot and flood insurance requirement, {$170000.00} worth of Flood Insurance expired.
On XX/XX/XXXX, Hurricane Florence flooded our home up to the roof. The home remained under water for about a week due to the waters receding slowly and according to the DCMS Loss Verification Report by the Small Business Administration, the home is irreparable based on depth and duration of flooding. Attached is all the supporting documentation.
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07/25/2023 |
Yes |
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
|
Over the past 3 years, I have been trying to refinance my current home loan with Mr. Cooper ( NationStar ) to pay off some bad debt. Each time I apply, I am given some discriminatory reason as to why I am not eligible for a refinance even when I have the credit rating, the income and meet all the necessary criteria. However, all NationStar Loan Specialist - look high and low for reasons not to offer me a refinance based on race- even when there's ample money after the loan amount exceeds the 80 % rule and the property and comps in the area are more than XXXX XXXXXXXX higher the amount owed. I have been told I didnt meet the criteria because I owed money from a home loan modification that is not shown on my monthly mortgage statement - hidden debt. the home loan modification was placed at the back of the loan as an addition. I have been told my actually mortgage owed is XXXX XXXXXXXX plus XXXX XXXXXXXX from the modification. This is illegal and unlawful monies being added to a mortgage loan that was initially XXXX XXXX. The math is not adding up based on my documents. I tried to obtain a refi in XX/XX/XXXX and was given another excuse and then again today, XX/XX/XXXX. I was told my HOA does not accept FHA Refi loans ; how can my HOA dictate whether or not I am able to refinance and under what programs, i.e., FHA, XXXX, XXXX. I was also told I owed XXXX and XXXX XXXX neither of which are on my credit report. When I go into my mortgage account - nothing shows a refinance was even processed. After I am told verbially I can't refinance, I never receive supporting documents to conclude their decision.
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07/25/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Older American |
Mr. Cooper, a mortgage company that bought my home loan, effectively stole from me for over a year.
In my closing documents I showed that my insurance company, XXXX, had the homeowners insurance on my home. It was part of my escrow account that determined my monthly invoice owed to Mr Cooper Yet Mr Cooper decided, on their own, that I didnt have homeowners insurance and effectively double charged me by adding on an additional XXXX $ per month to my escrow for their in-house insurance company.
Once I noticed the amount coming out was wrong I contacted Mr. Cooper in early XXXX and eventually they refunded over {$4000.00} to me because of this double charge.
They did not return any interest that money should have earned. In addition the following month, XXXX, they went ahead and charged me the higher amount again. That lead to a non-sufficient funds charge on the account because I was not expecting a higher amount.
After numerous phone calls, they finally decided to wave the extra fees because the account wasnt paid on time None of this shouldve been a problem, except that Mr. Cooper thought they could get away with charging me twice for my home insurance, with their in-house insurance company.
So to recap, Mr Cooper took out extra money, kept it, Im sure invested it, and it was only when I had to make numerous phone calls to get them to fix the problem that they decided to return my money without the interest.
I believe this is clearly a deceptive practice and should be investigated to see if its being done on a widescale basis.
Please contact me if you have any questions.
XXXX XXXX
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12/17/2019 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
|
I was approved for a loan modification on XX/XX/XXXX by Mr.Cooper. The loan modification trial period is {$780.00} for ( 3 ) months XX/XX/XXXX, XX/XX/XXXX, & XX/XX/XXXX. I spoke with several " specialist '' not customer about the loan modification. Mr. Cooper received a money order for {$1100.00} via XXXX XXXX on XX/XX/XXXX. They took {$780.00} and applied to my 1st loan modification pay for XX/XX/XXXX. A specialist informed me that I had a credit of {$310.00} on my account for my XXXX payment and i needed to only pay {$460.00} for XX/XX/XXXX. I called back yesterday XX/XX/XXXX because I received an email from Mr. Cooper that they were changing my email to my sisters email. I wanted to confirm the {$460.00} payment for XX/XX/XXXX. I was told my house was in foreclosure and not eligible for the loan modification. Then I was told that my credit of {$390.00} is not available for me to use towards the XX/XX/XXXX payment. I was told that any payment that they received before my trial period started is considered a partial payment and not eligible to be used on my account. They received a payment of {$1100.00} on XX/XX/XXXX but yet applied to my trial period. Mr. Cooper is making up the rules to benefit them. I feel that Mr. Cooper gave me fraudulent information to sabotage my Loan Modification to foreclose on my parents house. If I wouldn't have called to Mr. Cooper yesterday, I would have been kicked out of the Loan Modification for a partial payment. When you complain the first thing the rep does is say the house is in foreclosure or they accuse you of being poor and not being able to make payments.
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10/03/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
- Trying to communicate with the company to fix an issue with the application process
|
|
Web |
|
My last and most recent CFPB complaint was filed by me due to my lender, Mr. Cooper, listing my home for sale while they were still working with me to get financial help to save my home. This shows that there was no intention to help me. Mr. Cooper didn't inform me that I needed a copy of my divorce decree until they responded to my last CFPB complaint. This is even though I was in email contact with XXXX XXXX, of Mr. Cooper at the time. Then in their response they stated that they would cancel the sale when I sent a copy of the divorce decree. I sent the document on XX/XX/XXXX and spent XXXX dollars certified mail to get it there by XX/XX/XXXX. The certified receipt is # XXXX XXXX XXXX XXXX XXXX. Mr. Cooper has yet to cancel the sale. They did postpone the sale 30 days but the sale that never should have been started lingers on. They lied to me and they lied to CFPB. When they postponed the sale they still had my completed package for financial help. It was in their hands well before their 37 day before foreclosure sale rule. I need the sale stopped and my packet reviewed. I had major financial hardship and have proved it many times to Mr. Cooper. I'm not sure why they won't help. Another complaint is that Mr. Cooper has cut me off from communication. Their fax number for me sending documents doesn't work. I have witnesses showing that I used the write number. My emails don't get answered. Calling never gets me anywhere. I have been reduced to trying to communicate and sending documents through the XXXX. I can't get any answers. They seem to be ignoring me so they can sell my home. I need help
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09/21/2021 |
Yes |
- Mortgage
- Other type of mortgage
|
- Struggling to pay mortgage
|
|
Web |
|
I enter the Covid forbearance plan and resume my regular payments 8 months ago. Since then I have tried to be qualified for a deferrement option but every time I apply their system automatically denies the option for a Loan Modification citing as the reason for the denial that they can not modify the Loan because there is not enough reduction to the monthly payment.
I have called numerous times asking for an escalation because I am not looking for a reduction on the monthly payment, I can continue making my regular payments as I have been doing for the past 8 months but they keep on changing their answers for the reasons of their denial depending on who picks up the phone. First they said I didn't qualify because I was not up to date when the Forbearance started, then the investor don't offer the solution, etc. They say the only way to retein my home is to pay $ XXXX at once when the plan stops.
I can not believe they would do such thing without even looking at my documents, and without considering that I have already resume my regular payments. They would not escalate for me to be able to talk to someone who would take a hard look at my personal situation.
I've been in my home since 2004 and have paid close to nothing technically, and they wouldn't even treat you like a person, closing all doors. Do they think one would not pay if able to? To the risk to loose their home? Who, who's gone through the COVID hardship will come back with all the money at once?
I believe this is inhumane and unacceptable and there should be someone who can stop these people to try to take your home from you.
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04/10/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
My escrow account is incorrect. My property taxes are XXXX. Half ( XXXX ) is due XX/XX/XXXX and the other half ( XXXX ) is due XX/XX/XXXX. The mortgage company paid both halves ( XXXX ) in XXXX of XXXX instead of XXXX that was owed at that time. When they did the escrow analysis in XX/XX/XXXX they showed the taxes for the year as XXXX instead of the actual amount of XXXX. This in turn has shown a shortage in the account that they want to increase my payment by XXXX to cover when there is actually no increase. I have tried repeatedly to get this corrected. I first discovered that they paid both halves of taxes in XXXX sometime in XXXX and messaged the escrow department via there website in XXXX of the mistake. Then in XXXX when I found that the escrow analysis was incorrect I spoke with customer service and eventually ended up with XXXX XXXX. She said that she understood my problem and would contact the escrow department to get it corrected. I emailed her documentation that showed the property taxes and when the payments were due. She told me to give her a week and she would call me back and let me know what was going on with it. I did not hear back from her and contacted her by phone ( voicemail ) and also emailed her. I finally heard back from her after 2 weeks and was told that the taxes were not overpaid and the account was correct. Although they were not overpaid half was paid early which I tried to explain to her via email even again attaching documentation of the property taxes from the county and also there escrow analysis. I have not heard back from them and its almost 2 more weeks.
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12/14/2018 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
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On XX/XX/2018, Mr. Cooper was paid off, in full, upon the sale of my house by the attorney & title company. They have misapplied the payment due to their error after having first told me that they 1 ) Never received the check, despite having signed for the Overnight envelope 2 ) said that though they may have received the check, it may have not had my name / account number on it -- so they would have destroyed it 3 ) incessantly calling me at work now to say they are reporting me late and will begin foreclosure process, even though they are " researching '' this issue. 4 ) Have taken no measurable action to correct this issue which has driven my credit score to less than 600 and is impeding my ability to find other housing.
They have now stated that they believe they credited the wrong account, but are still investigating. My attorney sent them a letter, but it does not seem to have expedited the resolution of the issue. I also believe that they attorney & title company were negligent in not confirming receipt of the payoff or processing it by wire transfer vs. a seller provided third party check.
They are not overly concerned with assisting me in this matter, they have no sense of urgency and they have added a {$25000.00} fee to my loan balance, according to my online loan access?? They have not disclosed what that fee is for or when they will remove it due to their errors. This makes me extremely nervous. The buyer of my house will be listing the property soon to resell after upgrading the house and I am nervous that I will be sued due to lack of clear title to the house I sold. Help!
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08/06/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
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Web |
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I recently opened a mortgage loan on an investment property which SHOULD'VE been under my LLC 's credit report and not my own. My LLC is a XXXX XXXX where I only have 33.33 % interest into the investment property, but I acted as the signer on behalf of my LLC when we signed the loan documents. Before signing documents, I confirmed with my loan officer that I was only signing on the LLC 's behalf and that this loan would not show up on my personal credit report. I even have the loan disclosures to show that the LLC is listed as the borrower, not my personal name. However, this mortgage loan is currently showing up on my personal credit report and I have already reached out to my loan provider to correct the issue. However, they said since it's my name on the loan documents, I have to be held responsible for the loan. They have asked me to reach out to the credit bureaus if I wanted to extend this investigation further. I have included their official response letter along with my evidence showing the formation of my XXXX XXXX which shows my interest percentage in the company, the corporate resolution document signed by the other members of the LLC to show that I have the right to act as the signer on the LLC 's behalf, and the loan disclosure and documents which shows that the LLC is listed as the borrower and not myself. Furthermore, I want to make a point that this investment property and loan is signed in Arizona where state law requires that an individual must sign loan documents even if it's on behalf of the LLC. They do not allow the LLC entities to be the official signer of documents.
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06/03/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
During covid 19 I had some difficulties making payment because my wife lost her job so MR Cooper which is my mortgage company offered me a forbearance program which I was informed my payment will be modified after the period. So I was given a trail modification payment from XX/XX/XXXX - XX/XX/XXXX which I met those requirement for my mortgage payment to get lowered so as I can make the payments I missed during the forebearance program.
So after XXXX I was waiting for when my new payment was going to start because I had to come to XXXX on rotation as an XXXX XXXX XXXX so my US number was working here to I informed XXXX XXXX who was the agent working on my Loan modification they wouldnt be able to reach me on my US number but they send me any information through my email so as to know when to start making payment.
I didnt receive any email of when to start making payment so I reach out to MR Cooper to find out about this and I was told I was supposed to start making payments toward another modification trial to get my modification initiated but I missed those payments from XX/XX/XXXX so if can make 4 payments they will send it up to their manager to see if they can initiate it again. So I told them I wouldnt be able to make 4 payments but I can pay 3 so I was told they cant help me with that unless I make 4 payments. I still went ahead and made that payment but they still didnt help me out but want me to payment {$16000.00} that is dues on XX/XX/XXXX and now they have reported me to the credit bureau as Derogatory trade and that has dropped my credit drastically.
I really need your help.
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05/14/2020 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
There was a few payments missed so Mr. Cooper sent me a loan modification. Any back payments owed would be pushed to the end of the loan. I mean that is one of the points of a modification. All terms, conditions, and payments were met as we completed 3 trial payments in the amount of XXXX for three months which were XXXX XXXX and XXXX. Post mod first payment due XX/XX/2020 which is stated in our contract.. Our Mod papers papers were signed XX/XX/2020 with notary. We submitted our XXXX payment and was told we still owe for XXXX because they locked in the mod on XX/XX/XXXX. They can't account for payment but said it was received. That it went towards another payment. But it's not sitting in any suspense account. It's no way it was applied to anything because pre mod our payment was XXXX and trial period payment was was XXXX. They do not take partial payments. Our balance now shows for XXXX and XXXX. Our post mod payment is XXXX. The representative told me that maybe because of the pandemic things where slowed down. That has nothing to do with me. We met our obligations. Now they are hassling us for a payment that was already paid. Where did our payment go and how was it applied? Does it matter what date they singed their mod papers we did what they told us to do. We did everything right we had our contract signed by notary that they sent out and completed everyting by the times and dates they set. Now we are put in a very tough situation because now they want us to either pay 2 months or pay XXXX for 3 months to pay an XXXX payment that was clearly paid. They did not meet there obligations.
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07/16/2021 |
Yes |
- Debt collection
- Mortgage debt
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- Attempts to collect debt not owed
- Debt was paid
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Web |
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In summary, my loan was paid off to the previous lender, but the new lender still demands a monthly payment. The new lender threatened to report a negative record to my credit report. I have to make payment to a closed loan to avoid bad credit impact.
DETAIL BELOW, The loan was transferred from XXXX XXXX XXXX XXXX to Mr. Cooper at sometime in XXXX or XX/XX/2021. The loan transfer effective date in XXXX XXXX XXXX XXXX 's statement is XX/XX/2021. The loan transfer effective date in Mr. Cooper 's statement is XX/XX/2021. This is very confusing, please see attachments for detail.
The loan was paid off on XX/XX/2021. The fund was sent to The XXXX XXXX XXXX See attachment for transaction detail and full reconveyance letter from the money source for lien release.
Currently, I have no loan outstanding with the money source or Mr cooper. I should pay nothing to Mr. Cooper. Mr Cooper refused to admit the fact and asked me to make the payment. I contacted Mr Cooper weekly or even twice a week since XX/XX/XXXX and they always told me to wait patiently until the loan is near 60 days after the transfer, which is XX/XX/XXXX. Mr Cooper doesn't actively contact the XXXX XXXX and refuses to further help me on this matter.
Now, it is near the 60 days past the transfer date based on Mr. Cooper 's record. The Mr. Cooper threatens to report past due and I have to pay the {$6300.00} to avoid negative credit impact.
I also contacted The XXXX XXXX on XX/XX/XXXX, they promised to solve the case before XX/XX/XXXX, but an agent called me on XX/XX/XXXX and still couldn't tell me why the case is not solved.
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01/23/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Older American, Servicemember |
The Attorney General of MA contacted me because I was identified of being a victim of XXXX XXXX illegal dealings w/ refinanced. As a settlement, they were required to refinance me and reduce my principal a significant amount ( up to 80 % of the value of my home ) $ XXXX {>= $1,000,000}. I was very ill, hospitalized, XXXX surgeries and constant XXXX XXXX. I was given extra time to finish my paper work. When I finished and submitted my application, they did what was done to me twice before. They increase the principal of the loan by the amount of missed payment. ( the loan stayed stable and was not reduced AS IF a payment was made. ). Due to my illness ( I filed hardship as well ) my income was lower for about 2-3 years. They added {$140000.00} to my principal and applied the DTI to the new principal. So, I end up with a mortgage much more than I initially borrowed. Modification is not the reality. XXXX XXXX and another mortgage company before that use this to increase their loan amounts, thus larger loans with more interest. How is this relief?
They did not take into consideration that my numbers reflected a period of illness to which I wrote a hardship request.
What do I do now? They rejected my application, did not make any effort to comply to their settlement with the AG.
I feel helpless because they keep saying that this is the way they do modifications.
I feel I was tricked. And no one at XXXX XXXX wants to question this unethical business practice.
I am also now XXXX, still working and I have a XXXX adult daughter living with me.
What can I do?
XXXX XXXX XXXX XXXX XXXX
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06/11/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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In XXXX I was going to refinance my house and it was appraised for $ XXXX. I decided not to do it because I wasnt sure what my long term plans were. In early XXXX I was going to sell my house and had an accepted offer of $ XXXX. We didnt go through with the sale because Covid quarantine. During quarantine I decided to stay at my house and invested about $ XXXX in home improvements. Also during this time the market increased with everyone wanted to move out of the city to XXXX XXXX. In the fall of XXXX I decided to refinance since the rates were low and I wanted to do more projects in my house. I paid {$540.00} for my appraisal and the appraisal came back at $ XXXX. I called them and told them that it was impossible that my house decreased in value since everyones houses increased during covid and I did home improvements. I was told to send them comps from my neighborhood and also news article about the housing market in my area. At this point months have gone by. Finally in early XXXX they told me that I would need a new appraisal and I said ok if they paid. They said they couldnt pay for it but would give me a credit at the closing for the amount. Again I paid the {$540.00} for the appraisal and it came back at $ XXXX which I was ok with. I looked online and there was a new application number and I was then told I had to resubmit all my documentation again. I sent new payroll information and they told me they would transfer some of the other documents. I completed everything and then I never heard from anyone again. No one responds to my emails or calls. I just want my {$1000.00} back
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07/01/2020 |
Yes |
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- Trouble during payment process
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Web |
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We just got a chapter XXXX bankruptcy discharged. Prior to the discharge, the mortgage company tried saying we were 3 months behind on our mortgage payments. We proved that we had made all of the payments and the mortgage company withdrew their request for relief. After that, it took about a month to get the discharge. With the discharge, we received documents stating that our mortgage payment was going up by approximate $ XXXXmonth to cover escrow deficiency. We were not given an opportunity to respond to this with the courts. Then, within a couple of weeks of the discharge we got documents in the mail stating that we were 2 months behind on our mortgage and threatening foreclosure. When we called to try to show them that we had not missed any payments, they reinforced the threat of foreclosure and said that we had to pay them {$1900.00} to get up to date. A couple of days later, the amount changed to {$1500.00}. We have an email from their attorney from XX/XX/XXXX stating that all we had to pay to " get caught up '' was {$110.00}. We still dispute that amount as we have faithfully paid our mortgage during the entire bankruptcy, which began in XX/XX/XXXX and the short payment that they allege was all that was due because of previous overpayments. However, we paid our full payments in XXXX and XX/XX/XXXX, so as confirmed by their own attorney, the {$1900.00} or {$1500.00} is not money we owed them. We paid the {$1500.00} to keep from having false information reported to our credit. We have had ongoing issues with this mortgage company since XXXX. It is criminal and we need it resolved.
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06/03/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
We received a letter, dated XX/XX/2019, from Mr. Cooper stating they received and paid a new insurance policy, from XXXX XXXX, for our home owner 's insurance. We have home owner 's insurance covered by XXXX XXXX, which isn't due until XX/XX/2019. We were advised to call XXXX to make sure the policy was cancelled and request the refund be returned to Mr. Cooper. Since we had not changed our home owner 's insurance carrier, my husband called Mr. Cooper and inquired about the payment of {$420.00} that was withdrawn from our escrow account. He was provided with the Policy #, and name of a neighbor, in our same condo complex, that the check was issued for. This neighbor has same last name as us, and is in 2 units down, from us. My husband explained, that was not an invoice for our home owner 's insurance, and we did not change coverage. Explaining they had withdrawn money from our escrow account, in error, and we are requesting it be replaced. He was advised he would have to contact XXXX about the confusion, because the check had already cleared. My husband was back and forth with Mr. Cooper and XXXX, for over 3 hours. he was placed on hold for 30 minutes, at a time with Mr. Cooper, and was again told that Mr. Cooper could not solve the issue, it would have to be solved by XXXX. We feel strongly that Mr. Cooper should be held accountable for withdrawing money from our escrow, for a bill that did not reflect our name or address, and re-deposit the funds, that were withdrawn. It is impossible to speak with anyone of authority at Mr. Cooper. I therefore, wish to submit this complaint to CFPB.
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12/10/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Escrow, taxes, or insurance
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Web |
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We contacted the company regarding challenges with escrow. We spoke to 3 different Mr Cooper employees regarding the escrow/shortage issue and no one could provide us an answer. We are continuingly told different things and reasons. The person we spoke to on XX/XX/XXXX said even though we had a shortage amount it didn't matter if we paid it or not as our payment was not going to change. Our loan # is XXXX. We paid {$3000.00} for the shortage on XX/XX/23. We were told we should not make a payment until the new escrow analysis processing was completed and was told today that nothing would be changed. We feel like we have been robbed and violated. We do not understand the reason Mr. Cooper is being dishonest and your associates are not able to explain anything. The last person literally told us it didn't matter if we paid or not and even though we shared the escrow statement noting the shortage and amount she still stated it did not matter.
In XXXX we were told we had a shortage of {$1500.00}. We were also getting a less expensive home owners insurance. When we got that they ran another analysis and said we owe {$3900.00} for the shortage. This made no sense. We knew we were paying the insurance reimbursement of {$1400.00} but what was the remainder. We paid {$3000.00} then Mr. Cooper did nothing, We were told it didn't ; manner because our payment was still going up.
We are hard working people that pay our debts timely without issue. We deserve a response that we can understand. This is our home and the last thing we want to deal with are employees who can't explain to us the issue.
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08/02/2023 |
Yes |
- Mortgage
- Other type of mortgage
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- Struggling to pay mortgage
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Web |
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My parents were divorced when I was XXXX XXXX XXXX.
I was raised solely by my mother.
My father died XXXX of 2010. I'm a adult and have/had no means to take responsibility of his home or property.
I'm an adult and he or his other adult children had no right to illegally sign/notirize my name to his land or mortgage and address it to his daughters home mailing address.
The file shouldn't be attached to me. So far I've been denied XXXX ( XXXX XXXX income ) due to too many resources and I have none and the law firm assigned and the State of Oklahoma refuses to delete or remove the file.
Never should my adult life be ruined with my father 's remains upon his death I was and will never in a position to live as he did.
The property is not mine. It shouldn't be attached to me that causes random collection calls of taxes due and many people have began to name their children after me and XXXXor create imposters/doppelganger especially spouses that don't exist that often times lurk at the stairwell of the apartment complex where I currently reside attempting to recover from being homeless.
The house and property is not mine ; he/they had no right to sign my name anywhere or notorize it to me ; I was an adult upon his death without any proper means or lifestyle to payoff his debt and he has/had 3 other adult children that he raised as military brats while married to my now deceased mother that he could of attached his death dead debt to especially based off the fact that he and them had solid relations as a family ; we didnt, I was raised as a complete bastards child by my mother.
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03/24/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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Due to loss of income in XXXX, I took advantage of the forbearance program with my lender ( Mr. Cooper ) in XX/XX/XXXX. Once the forbearance period ended in XX/XX/XXXX, I contacted Mr. Cooper for a resolution. I have applied for the pandemic modification via phone call with Mr. Cooper CSR and online through the lender 's website. I was denied each time, upwards of 5 times with no real reason. Then on XX/XX/XXXX, I received a phone call from XXXX XXXX at Mr. Cooper, offering and confirming that I qualify for a deference. She advised that she will adjust my account within 5 days to reflect this plan and I will resume payments XX/XX/XXXX. I asked her to confirm that my account will be all set following this agreement and she put me on hold to check with her supervisor and got back to me that this will bring my account current and back to paying my monthly payments as I did pre-COVID. I kept checking online to see the changes reflected on my account and as time passed by with change, I contacted Mr. Cooper. I am now being told that I did not qualify for the deference as I am beyond the XXXX mark and now if I want to be CONSIDERED, not approved, for deference I will need to pay back payments of about {$12000.00} to be at that XXXX mark. At this point it would be a struggle to come up with all those funds at once and furthermore had Mr. Cooper provided this option back in XXXX this would be a non-issue. I am concerned that these tactics are deliberate and a way for them to justify beginning foreclosure on my house. This property a significant source of income that I can not afford to lose.
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11/27/2018 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Improper use of your report
- Credit inquiries on your report that you don't recognize
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Web |
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On XX/XX/XXXX a hard inquiry made by Mr. Cooper without my authorization.
# 1 Filed Bankruptcy on this mortgage in XXXX, XXXX ( case # XXXX ) Removing me from the Mortgage Note, but not the Deed, initially with XXXX, sold to Nationstar, AKA Mr. Cooper. ( No intentions to reinstate this loan/Debt ) # 2 My husband wanted to refinance the mortgage in his name only and has been contacted by : XXXX XXXX NMLS ID XXXX Nationstar Mortgage d/b/a Mr. Cooper ( XXXX ) XXXX XXXX Address : NSTAR/COOPER XXXX XXXX XXXX, TX XXXX # 3 I never even spoke to XXXX XXXX to give Authorization to pull my credit, let alone where did he obtain my SS #? My husband never gave him it.
I am absolutely furious that XXXX XXXX somehow found my SS # and used it to run a credit history to refinance a mortgage that I never authorized, this is fraud, illegal, and Identity theft..
I was able to get a hold of Mr. XXXX XXXX to ask him why he illegally ran a credit report on my behalf without my authorization, and how he was able to get my SS #.
His reply is that because I am married my husband can authorize for me, NOT TRUE!
( How often does Mr. XXXX use peoples SS # to obtain info without Authorization ) or ( by asking a spouse or significant other??? ) My husband never gave Mr. XXXX my SS #. XXXX also stated : and it doesn't matter if I filed Bankruptcy because my name is still on the note, Still does not answer how he obtained my SS #, ran a credit report and why he cant remove the hard hit on my credit report.
I want this investigated and this hard inquiry removed from my credit report!
Mrs. XXXX XXXX XXXX
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11/18/2019 |
Yes |
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- Struggling to pay mortgage
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Web |
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It started with XXXX XXXX XXXX, they told me to miss a couple payments and they could do a modification. I returned the usher, and each time they would say I didn't turn in a certain page, I'd resend, and then it'd be another page. Long story short they made s sell date and I called the Tennessee General attorney, who then called XXXX, and the next day they sold my loan to Nationstar. They said the modification would transfer to Nationstar. I called nationstar multiple times and they kept saying it'd take time to receive it. Next thing I know I'm getting foreclosure papers. The fees they were charging were more than what I originally owed. I couldn't come up with $ XXXX so I filled a chapter XXXX bankruptcy. I paid on my bankruptcy got three years, and my lawyer advised I should cancel the bankruptcy and pay the issues due. He stated he speak with them. My bankruptcy closed in XXXX, and I have a sale date less than three months later. I received an application for a modification to weeks ago that was date for XXXX. I never received any papers about foreclosure. A couple was outside my home, and u asked if I could help them, and they advised my home was listed for sale. I immediately called Nationstar ( Mr. Cooper ) who advised me of a sale date less s week and a half away. I asked for a reinstatement amount, and was advised I had to pay {$11000.00} by Monday XXXX XXXX XX/XX/2019 by bank wire transfer. They never notified me of foreclosure, they wouldn't work with me at all, even though I had the money to catch the loan up, and again, they are charging more in fees than what I owe.
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08/01/2018 |
Yes |
- Mortgage
- Reverse mortgage
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- Trouble during payment process
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Web |
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My Homestead property is currently set for a Foreclosure Sale on XX/XX/XXXX, in XXXX XXXX, Florida, Case No. XXXX, Nationstar Mortgage v. XXXX XXXX.
From XX/XX/XXXX through XX/XX/XXXX, I have been overcharged by XXXX XXXX and XXXX XXXX approximately {$79000.00} in Forced Placed Insurance. I was not aware of this until XX/XX/XXXX when my recently hired attorney went through all the charges by XXXX XXXX and XXXX XXXX. I was not represented by counsel during the Foreclosure filing. A standard insurance charge for my house would be about {$3000.00} a year. I was charged by XXXX XXXX and XXXX over {$12000.00} a year for insurance ( 4 times what should have been charged ). I have all the charges to support these fraudulent overcharges.
Last week I was approved by the Florida Housing Authority via XXXX for {$50000.00} in Mortgage assistance to Reinstate my Mortgage. However, XXXX XXXX ( the servicer for Nationstar ), claims I owe {$82000.00} plus to Reinstate and even if the Florida Housing Authority pays {$50000.00}, XXXX XXXX wants an additional {$32000.00} to Reinstate.
I have been overcharged {$79000.00} by XXXX XXXX. I have researched this issue and there are many Class Action lawsuits about Forced Placed Insurance fraud, and Nationstar is one of those companies involved in this fraud.
I would like Nationstar/XXXX XXXX to waive any amounts alleged owed over the {$50000.00} that the Florida Housing Authority is willing to pay XXXX XXXX. If not, I will be forced to turn this over to the State and US Attorney for their review of this fraudulent activity by XXXX XXXX and Nationstar.
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06/01/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Mortgagor - Mr. Cooper Mortgage # XXXX Mortgagee - XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, MO XXXX Conventional Home Mortgage Problems with Payment Handling and Payment Information I scheduled a partial payment via the Mr Cooper website XX/XX/2021 for {$750.00} from my account at XXXX XXXX XXXX.
This payment was rejected by XXXX on XX/XX/XXXX for NSF.
I saw this transaction information on the XXXX website the morning of XX/XX/XXXX.
I made a cash deposit to have more than enough funds in the account for a second ACH attempt for this payment.
I had no evidence of a second attempt for this payment.
I contacted Mr Cooper customer service on XX/XX/XXXX, inquiring - - how many attempts are made to make a NSF transaction whole - when does this attempt occur - informed Mr Cooper that there was sufficient funds in FCCU to make transaction Mr Cooper rep on the phone told me - - we make two or three attempts - these are made within 48 hours.
I was told it was needed {$2200.00} in total to make one complete mortgage payment.
Representative did not inform me that the partial payment 'in limbo ' would not be made a second time.
Based upon the information I had on XX/XX/XXXX, I made a partial payment of {$1500.00} - that plus the {$750.00} previous NSF attempt - to be made again - would be my payment.
On XX/XX/XXXX I find that no second attempt on the {$750.00} was made - I made a 90 minute phone call only to be told that Mr Cooper is blameless.
If Mr Cooper Customer Service had told me of the sequence of events on XX/XX/XXXX, then I would not have been late on mortgage payment.
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01/14/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I received a letter in XX/XX/2019 that a flood map changed and I was required to obtain flood insurance or the company would force place. I did immediately obtain flood insurance. As I looked in to the matter more I found that the condominium is NOT in a flood zone, the garage that is a separate building, attached to many other garages is in a flood zone. I spoke on the phone to the escrow dept to somehow come to an agreement about possibly lowering the amount necessary that I needed to carry so that I only had to pay for coverage for the garage. The condominium is on the 3rd floor of the building and again, not in a flood zone according to FEMA. I sent in a complaint letter again, requesting Mr. Cooper review the issue and lower the amount needed for the flood policy or possibly waiving the flood requirement. I received a letter with the same answer that I was receiving from the escrow dept. I then sent the person who sent the answer to my complaint an e-mail on XX/XX/2019 requesting a copy of the notification Mr. Cooper received from FEMA. If that notification has a PIN number on it, it will be the PIN of the garage. The condominium itself has its own PIN number. I was hoping this would help Mr. Cooper see my complaint more clearly. The person has not answered my e-mail or sent me the information that I requested. I sent a second e-mail on XX/XX/2019. I am willing to compromise and make sure the garage has the flood insurance based on its value but I find it ridiculous that I have to carry coverage of {$140000.00} ( my loan balance ) for a garage that is only worth {$5000.00}.
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03/19/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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|
Web |
Older American, Servicemember |
I have had a 30 year home loan at 4.5 % with Mr. Cooper since XX/XX/XXXX. I make the payments on time and regularly add another {$500.00} to the loan to further reduce my loan balance. I applied in XXXX of XXXX to refinance my current loan with Mr. Cooper to a Conventional15 yr Fixed loan at 2.25 %. This loan modification will result in the same payment amount I have been making for all these years. No change in my payment amount. Although I have a solid credit history and have a long unflawed payment history with this company they continue to find an excuse to approve the refinance excusing themselves by claiming underwriter requirements and XXXX XXXX and XXXX XXXX guidelines. Since my initial refinance application I have submitted document after document to complete this refinance process. Each time I complete one request they come up with some additional piece of information to again delay or halt the loan refinance. This is now seeming more like harassments then reasonable and justified requests. They themselves admit that there is no doubt I can afford the payments for this refinancing option, however they refuse to approve the refinance option further using the excuse that they must insure there is no criminal activity associated with this loan such as money laundering. I am a retired XXXX XXXXXXXX from the XXXX XXXX XXXX. I also am retired from the XXXX and am XXXX XXXX XXXX. Again, I can afford the new loan and this makes no sense based on my history and my current financial situation. There needs to be oversight and accountability to this lenders unscrupulous practices.
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06/28/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
|
Hello again.
Every response from Mr Cooper is carefully crafted to read as if Mr Cooper has been on top of their mistake. I assure you, after months of my time, efforts, and financial sacrifices, they have not been. Thus, my complaints. I am fling yet again.
( re : Mr Cooper failed to pay my monthly insurance policy, resulting in a sudden raise of my monthly mortgage payment and an escrow shortage. ) Prior to the CFPBs involvement, I'd paid 3-4 months of additional monies to Mr Cooper as a result of Mr Coopers mistake and asked that those over-payments be reimbursed to me, as well as the extra {$1000.00} I sent into escrow to cover this " shortage '' ( caused by Mr Cooper for non-payment of my insurance ). Since CFPB 's last inquiry, my escrow has been further compromised and I am suspicious of fraud.
I am currently receiving three billing statements per month from Mr Cooper. They still notate a {$13.00} shortage ( impossible ) that has been applied monthly to my bill, which I must pay. But when I call, both the system and a representative tell me my escrow is POSITIVE {$2400.00} ( reflecting all of my over-payments ). Mr Cooper is still trying to take monies from me.
I have been incredibly patient and inconvenienced of time, money and sacrifices in handling Mr Coopers mistake. Enough is enough. Who is responsible for holding them accountable? I want this matter resolved. I am a responsible homeowner and always on time with my obligations/ payments. Mr Coopers inability or unwillingness to amend their error and correct my account remains a large disservice to me.
XXXX
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03/21/2023 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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This complaint is an additional complaint f
rom the two previous filed complaints. In regards to the timeline Mr. Cooper provided, I would request a call log and recording history be reviewed regarding our mortgage.
As of XX/XX/XXXX, we personally made SEVERAL phone calls to Mr. Cooper to follow-up regarding the status of our account in order to resume payments since Mr. Cooper took over the loan during the partial claim transfer. During this time, we were told that MR. COOPER would be sending us NEW partial claim documents that would be in the name of Mr. Cooper instead of our previous service provider. We were originally told that Mr. Cooper would not be able to accept any of the document addressed to XXXX, the previous loan provider. XXXX also told us to wait on sending in the partial claim documents since Mr. Cooper would need to send new ones and since XXXX transferred the account, there was no need for the documents to be sent to XXXX.
After a few weeks of no status change, a different representative told us to go ahead and mail the original partial claim documents to Mr. Cooper anyways in hopes to speed up the approval process. During this time, we attempted several times to make payments on the account. As stated in the last claim, the documents were successfully mailed and received in XX/XX/XXXX. Due to this lengthy approval process, we were informed that the partial claim would now extend for the month of XX/XX/XXXX and payments would resume as of XXXX.
At no point during this approval process did Mr. Cooper contact us and notify us of UPDATED payment amount due.
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09/01/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Older American, Servicemember |
I have atttached backup of my complaint. XXXX my escrow balance was {$660.00} Nationstar Service . Nationstar became Mr. Cooper. We paid full escrow {$160.00} for 8 months {$1900.00}. Mr. Cooper no longer transparent on escrow balance on statements. Mr. Cooper without my authorization paid home insurance bill twice with 2 different amounts. I called up and opted out of escrow. Then they in error just opted out of RE taxes so I called again and said all was opted out. Finally got full opt out but now they are not refunded the monies due us on the escrow balance they were holding.and refunded only {$190.00}. Contacted them again and the people that look at the account have no knowledge of the balance they are holding just the current year analysis and never look at beginning balance. They claim they sent a check of {$110.00} XX/XX/XXXX but we never received it and I asked what address it was sent to and he couldn't answer and just said that is all the balance left in escrow. I show they owed prior to the refund of {$190.00} they owed {$280.00}. You can never talk to anyone who knows anything about basic accounting. Did Nationstar not transfer all the monies to Mr Cooper? Who knows But they still owe us a total of {$280.00} as we never received the check they claim they sent {$110.00}. There is no way to look at the account and see what they are doing. Nationstar was always transparent with the escrow account. What do I do now? I wrote them a letter complaining but all they did was sent a letter acknowledging they receipt of my letter. There should be a full audit of this company
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11/06/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
|
In XXXX I took out a mortgage with XXXX XXXX XXXX XXXX. Due to the recession in XXXX I was unable to make my payments and my home went into foreclosure. XXXX XXXX XXXX filed a lis pendens to foreclose on my property. They admitted in their complaint that they were the holder and owner of the mortgage and promissory note. The foreclosure started in XXXX and they finally voluntarily dismissed their case against me in XXXX. In XXXX they filed a new lis pendens and now XXXX XXXX XXXX as Trustee for a REMIC Trust. So they have admitted into evidence that the original Note was directly transferred from XXXX XXXX XXXX XXXX into the Trust. There are no dates on the Note as to when this transfer happened. According to the Pooling and Servicing Agreement for the REMIC Trust and the Mortgage Loan Purchase Agreement, XXXX XXXX XXXX was to sell my loan to XXXX XXXX XXXX XXXX XXXX and then XXXX XXXX XXXX XXXX was to create the Trusts and register them with the SEC. XXXX XXXX has clearly breached their fiduciary duty as a Trustee, violated IRS laws and SEC laws and now they are trying to foreclose on me and it is impossible that my loan ever made it into the REMIC Trust. I paid an attorney to help me defend my case but he never deposed any bank employees or entered any evidence or witness list. He just wanted to settle with the Plaintiff when I clearly wanted to take the case to trial. I recently terminated the services of XXXX XXXX XXXX and the Plaintiff Attorneys plan to take my case to trial in XXXX. I am in need of assistance asap. I have plenty of evidence to send you. Thank you.
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03/31/2022 |
Yes |
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- Trouble during payment process
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|
Web |
Servicemember |
I am a XXXX Veteran XXXX XXXXXXXX XXXX XXXX XXXX. I submitted paperwork to my county tax appraiser to have my property taxes reduced from $ XXXX year to {$330.00} a year. I was provided a letter from the county stating my new reduced property tax amount of {XXXXXXXX} On XXXX XXXX I submitted this letter to my lender and the escrow department, requesting a review of my reduced property tax. On XXXX XXXX my lender [ Mr. Cooper ] sent me a reply saying they would take 7-10 days to research my request and if there was an issue they would contact me. I had made two follow up calls one around XXXX XXXX and the other on XXXX XXXX. On both occasions I had asked for a status on my property taxes and why havent they changed the amount to what the county is now charging me. On both occasions I was put on hold for lengthy periods of time with no resolution and only to be told they have 7-10 days respond. They have had over 30 days to respond. The latest correspondence we received was on XXXX XXXX that was dated XXXX XX/XX/2022 telling me they have called the county and confirmed my taxes have not changed and therefore they will not reduce my mortgage amount. I have a letter from the county tax appraiser that contradicts what there telling me. There seems to be a strong reluctance from this company that they dont want to process my request and lower my mortgage payment. I have the documents to prove my case. I find it hard to believe the county in which I live told them my taxes didnt change.
Here is the companys information : Mr. Cooper XXXX XXXX XXXX XXXX Texas, XXXX Phone:XXXX XXXX
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03/04/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
Our XXXX city taxes were not paid by our mortgage company, Mr. Cooper. I was notified by our city dept in XX/XX/XXXX. I worked with Mr. Cooper and on XX/XX/XXXX, Mr. Cooper completed a tax analysis, corrected the tax amounts for both the City of XXXX and XXXX XXXX. The XXXX city taxes, {$550.00}, were then paid correctly. At this time ( XX/XX/XXXX ), they also showed the correct amount for XXXX XXXX, {$1800.00}. On XX/XX/XXXX, I received a new tax analysis that changed both XXXX of XXXX ( {$66.00} ) and XXXX XXXX ( {$220.00} ). These were not the correct amounts. I retreived the XXXX tax statements from both XXXX XXXX ( {$1800.00} ) & the XXXX of XXXX ( {$550.00} ). On XX/XX/XXXX, I sent a message after hours within Mr. Cooper 's secure message system with the tax statements and a request to have them pay the correct amounts to both the City and County. I also asked for them to call me and confirm this was handled. My wife called on XX/XX/XXXX and talked to their XXXX dept. She was told this was being escalated and it would be handled. They said the would follow up once it was resolved. On XX/XX/XXXX, I called Mr. Cooper because I had not received a follow up call. I was assured this would be handled and the taxes would be paid. I called again on XX/XX/XXXX. The agent worked with me to find the correct tax amounts online and entered them into their system. He then worked with the escalation team and they said this would be paid on XX/XX/XXXX or XX/XX/XXXX. On XX/XX/XXXX, neither have been paid and we are getting the same story from Mr. Cooper. The property taxes are now late.
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11/16/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
I received a letter from my mortgage company Mr Cooper dated XX/XX/2020. This letter came as a result of me paying my taxes late in XX/XX/2020. The attached letter states that " they may require escrow '' for taxes on my account. " In order to avoid creation of an escrow / impound account, you must act within 30 days from the date of this letter '' " If payment has been made, please forward a copy of the front and back of your cancelled checks or copies of the paid receipt ( s ), along with the coupon located on the next page, within 30 days from the date of this letter ''. Well within their 30 day requirement on XX/XX/2020 I emailed Mr Cooper, using the email address they provided, with the required documentation confirming my taxes were paid as well as the late payment assessed to me by the county. You can see the Late Payment Receipt in the attachment is dated XX/XX/2020. This email is time stamped in my computer so there is no dispute as to when I emailed Mr Cooper. I sent this email well within Mr Cooper instructions of 30 days from the date of their letter. I followed Mr Cooper 's instructions yet Mr Cooper forced Escrow to my account. I have made several phone calls to Mr Cooper requesting that this situation be resolved and XXXX be removed from my account. Today is XX/XX/2020, 6 weeks after I emailed Mr Cooper with the documents they required, and I was told by the " escalation '' representative that my account will more than likely be forever escrow 'd. The Rep told that other customers were forced escrow for being {$3.00} late and that account was denied resolution.
|
08/18/2020 |
Yes |
- Debt collection
- Mortgage debt
|
- False statements or representation
- Attempted to collect wrong amount
|
|
Web |
Older American |
On or about XX/XX/2015 XXXX XXXX, as Trustee for the Benefit of XXXX XXXX XXXX XXXX XXXX XXXX, received a " loan payoff '' payment in the amount of {$760000.00} to liquidate my mortgage loan # XXXX following a foreclosure sale.
At the time, the unpaid principal balance of the loan, inclusive of unpaid interest added to the principal in accordance with the loan terms, was {$740000.00}. As such, XXXX XXXX received {$25000.00} more than it was owed. The overpayment was confirmed by the " Prepayment & Loan Liquidation Report '' published XX/XX/2015 by XXXX XXXX XXXX XXXX XXXX XXXX, which reported the overpayment as a " net gain '' ( see attached ).
I twice tried contacting XXXX XXXX regarding the overpayment ; and each time I received a generic response from Mr. XXXX XXXX advising me to contact Nationstar, the loan 's servicer, allegedly because XXXX XXXX had nothing to do with the foreclosure proceedings.
However, it is undisputed that : ( a ) XXXX XXXX was the named plaintiff in the foreclosure action ; ( b ) The Clerk of Courts made the disbursement check payable to XXXX XXXX.
( c ) XXXX XXXX reported to the Trust 's investors that the liquidation of my loan resulted in a 3.48 % " gain '' ( see attached ) ; and ( d ) Under Florida Law [ 45.032 ( 3 ) ( a ) ] surplus foreclosure proceeds belong to the owner of record, and not the lender or its servicer.
The CFPB needs to get involved, because we are approaching the 5-year statute of limitations for me or the Bureau ( or both ) to take legal action against XXXX XXXX for its civil theft of my surplus foreclosure funds.
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03/18/2019 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
My mortgage payment for the year XXXX was {$1500.00} a month. This amount covered principal, interest and escrow. In XX/XX/XXXX our mortgage company Mr. Cooper ( XXXX XXXX XXXX XXXX. XXXX, TX. ) sent me a check for {$2800.00} for escrow overage and adjusted our XXXX payment to {$1300.00}. At this time Mr. Cooper new that the escrow account would be shorted in the amount of {$1900.00}. As of XX/XX/XXXX Mr. Cooper sent me a bill requesting additional payment of {$3100.00} for escrow shortage. Without this payment in full they change the monthly mortgage payment to {$1800.00}. I made a payment in XXXX of {$1700.00} to the escrow account expecting my monthly mortgage payment to be readjusted. I received my XXXX bill in the amount of {$1800.00}. I called Mr. Cooper asking why my mortgage payment wasnt readjusted and was told that because I didnt pay the {$3100.00} in full that they would not readjust the mortgage payment. Because of this manipulation I am now expected to pay a mortgage that not only exceeds my original mortgage, I am paying in excess on the escrow.
In calculating my payments toward escrow, I to date have a balance of {$2900.00}. The target needed for escrow by the end of XXXX is {$5400.00}. With the mortgage payment at {$1800.00} minus principal and interest I am now paying {$710.00} a month toward the escrow account. Multiplying {$710.00} time 10 months comes to {$7100.00}, on top of the {$2900.00} now totals {$10000.00}.
In addition, I also paid over $ XXXX against the principal payment in XXXX, decreasing the interest payment approximately {$110.00} a month.
|
01/07/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Servicemember |
Mr. Cooper, aka Nationstar Mortgage XXXX, charged an additional amount to escrow on my latest mortgage payment. I contacted them to inquire what the charge was for. The person said that I was being charged for an insurance policy that they opened by force on my behalf because my current insurance company, XXXX, had ignored their requests for a copy of my policy twice.
I did not choose Mr. Cooper as my lender. My loan was sold to them without my involvement, as is often the frustrating case. They contacted me when they took possession of my loan and then reassured me that I needed to provide nothing. They had everything up to date.
The person on the phone first said that they had no record of insurance, later said that XXXX never responded, and made the final statement that XXXX said I didn't have a policy. None of this made any sense to me.
I recently received letters asking if I wanted to buy a policy from Mr. Cooper 's insurance partner. I ignored the letters because they looked like advertisements. Earlier this month I received another letter saying that they had purchased a policy on my behalf- for three times the amount of the policy I currently have. They now say that I have to pay for the premium since XXXX because they didn't have the documentation from my insurance company, XXXX.
I am at a loss as to how to recover the costs and why they were not required to contact me in any other fashion than a letter that looked like an insurance advertisement. I feel like I was tricked into ignoring it and charged a massive uncharge through their own insurance partner.
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10/21/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Older American |
On XX/XX/XXXX I called Mr Cooper to request the PMI on my mortgage be removed since I'm 3 years in the payments and well over the XXXX XXXX loan to value on the property. According to Mr Cooper 's website, I'm actually calculated at XXXX XXXX owner of the property. They have the value of the property on their website calculated at {$340000.00} as of XX/XX/XXXX, with an estimated equity position of {$180000.00} and I only owe about {$160000.00} on the mortgage. ( See file attached below from Mr Cooper 's website ) I've been very much aware of the values in the local neighborhoods averaging around $ XXXX {$350000.00} for similar properties. I spoke to a XXXX in customer service and after checking the value on her computer she stated that according to her computer 's diagnostic program, I don't have enough equity so I can either pay {$150.00} for a broker 's opinion on the value or pay {$350.00} for a complete appraisal to be done and either one can take up to XXXX. I stated that even their website has me estimated at {$180000.00} but she stated that it doesn't really matter and the only way I can have the PMI removed is if i do what she suggested so I told her to go ahead and order the {$150.00} broker opinion. This seems to be just another predatory tactic that Mr Cooper uses to take advantage of the hard-working responsible consumers. This company evidently bought my mortgage from XXXX XXXX about XXXX weeks ago, probably paid a premium for it, and it looks like they're deliberately preying on the account holders to recoup their investment. How can this possibly be legal?
|
04/27/2020 |
Yes |
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
Servicemember |
In XXXX I was facing a foreclosure. I was working with the bank to stop the foreclosure. I had a family emergency and when I retured home my house was locked with a pad lock. I called nationstar/mr.cooper to report this at the time XXXX XXXX was helping me he gave me the pad lock information to go into my house. Upon entering there was things missing I told XXXX that things where missing I let him know that the patio door was bolted and damaged. I followed the steps he told me to but was denied any repairs and funding. I was working on refinancing my house but turned into a modification I was told my ex husband was going to be removed and my ex husband was told the same. My ex husband was trying to sue me over this mistake made by the bank. I have been trying to refinance since this mistake and now XXXX I'm calling constantly and I'm being told my account was closed due to someone leaving a department and not filing my case correctly. Or I'm having like 3 people in a month who make me repeat why I want to refinance my house. My credit is being pulled 2x to 3x a year. When I call I'm being told that my income will be verified or that they have to ensure my income can be used. I was told that they would contact my credit to let them know that few hard inquiry need to be removed, yet they have done nothing at all to fix this. I've been dealing with too much to keep having people brush me off. My income was the only income that I had in XXXX to modify my loan. My ex husband was clear about getting his name off. Now I'm facing him wanting to sue me for a mistake I didnt make.
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09/14/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
The misappropriation of funds started on XX/XX/XXXX. I made a house payment that was applied to principal funds, and had to have it reversed. On XX/XX/XXXX, I made another house payment with an additional XXXX dollars to the principal to stay a couple of months ahead, another phone call to reverse the all principal application and get it towards my house payment. On XX/XX/XXXX, another phone call to reverse the principal payment and have the XXXX dollars which is the amount of my house payment ( and should have been a clue ) applied to the house payment. On XX/XX/XXXX another phone call to have the XXXX dollars ( again the amount of my house payment ) applied to the monthly payment and not the principal. On XX/XX/XXXX another phone call to reverse the additional payment of XXXX applied to the principal coded to my house payment and have the additional XXXX dollars coded to principal. At this point I am 6 months ahead, but yet they coded the XXXX dollars as a partial payment and just had it sitting there, not applied to anything. On XX/XX/XXXX, another phone call. I made a house payment with an additional XXXX dollars as I have been doing for years. They put the XXXX dollars to the escrow. I am thousands of dollars ahead in escrow. I once again called them to correctly apply the XXXX dollars extra to principal, their solution is to rescind my house payment. The money is not in my bank account, not applied to my house payment, and not towards the principal. I have spoken to managers, de-escalation agents etc. There XXXX page is full of complaints regarding the same issues.
|
03/27/2023 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
On XX/XX/XXXX I received a letter from XXXX, stating that effective XX/XX/XXXX Mr. Cooper will become my new Mortgage Server. Mr. Cooper was my mortgage server until XX/XX/XXXX. During that time frame, less than a year, I received over 100 letters from Mr. Cooper, harassing me to buy a new home, modify, or refinance. I called Mr. Cooper several times demanding that this company stop harassing me, because, I was not interested in buying, modifying, or refinancing. Often times, while speaking with customer service over the phone, regarding the harassment, I received XXXXXXXX XXXX and XXXXXXXX XXXX and I could hear, demeaning comments in the back ground. Even after I stated numerous times to stop harassing me about modifying, refinancing or buying a new home, Mr. Cooper repeatedly sent mail. In XXXX, I received some fraudulent documents in the mail claiming that in XXXX, Mr. Cooper own my loan. This is a Lie. Mr. Cooper was my Mortgage Server from XX/XX/XXXX thru XX/XX/XXXX. The fraudulent documents had been whited out, blacked out, and my name and signature had been copied and pasted, even forged to these fraudulent documents. Mr. Cooper has continually, violated my civil rights. Mr. Cooper was my Mortgage Server from XX/XX/XXXX thru XX/XX/XXXX. I had no dealings with Mr. Cooper in XXXX. And I have the documentation. Material that provides official information as my evidence, and my record. I have never done a home modification. These documents involving Mr. Cooper, were done with the intent to deceive, which is criminal deception. Mr. Cooper has violated my civil rights.
|
08/30/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
Over the past several months, I have had to regularly contact mr. cooper to fix their mistakes. mr. cooper claimed to send me correspondence that I never received and threatened to convert me to an escrow on two different occasions. mr cooper failed to get proper documentation from my previous loan servicer and made me provide additional information. I understand incompetence but it felt like a ploy to extract more money from me that I did not owe.
Approximately a month later, mr cooper threatened to convert me to an escrow account again because I allegedly didn't pay a tax. My title insurance came back clean but mr cooper gave me short notice to resolve a rather complex issue. Multiple employees told me I should just pay the money that I did not owe, which feels shady and underhanded. After doing all the leg work and provided the documentation, I was told I would receive a call that everything was okay. I had to call them again.
Finally, mr cooper regularly sends out marketing materials that state " Final Notice '' and make me feel on edge. This also feels dubious at best as they are trying to trick consumers into optional coverages and features, again in an attempt to extract more money that they are not owed. Additionally, I have allegedly opted out of their shady marketing campaigns and still receive them.
I just feel like this is an underhanded company that is intentionally misleading and does NOT have the consumer 's best interest at heart. This is coming from someone who has never been late on a payment and always pays on the first of the month with XXXX.
|
05/09/2019 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
Our mortgage was sold to Mr. Cooper/Nationstar in XX/XX/2019. Upon receiving our account, Mr. Cooper performed and escrow analysis and determined that we had a surplus. They sent us a check for {$1400.00} and emptied our escrow account, bringing the balance to {$0.00}. I realized that this was not correct and called Mr. Cooper and was instructed to send the check back, which I did. In the meantime, they performed another escrow analysis and determined we had an escrow shortage. Upon review, we realized that they had incorrectly projected our taxes to be {$11000.00}, despite our county tax appraisal to be under {$6000.00}. They also had a " miscellaneous tax '' for XXXX county for {$3700.00} - our property is not in XXXX county and we do not pay taxes to XXXX. I called immediately and reported that they incorrectly assessed our account. I was told that they would need to remove the incorrect tax, which would take 7 days, then send our account back for re-analysis. I called yesterday, XX/XX/19, which was more than 7 days later, and they still had not removed the incorrect XXXX property tax. I told them that we needed to get this resolved as soon as possible, seeing as our payment due XXXX is nearly triple our current payment. I was told that they were unsure whether they would be able to resolve our account prior to the payment due date, and we would need to pay the full payment ( {$3000.00} ), otherwise the account would be sent to collections. I have submitted all of the necessary documentation to Mr. Cooper, but have yet been able to get our escrow account corrected.
|
11/10/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
- Foreclosure
|
|
Web |
|
XXXX XXXX aka Mr. Cooper aka Nationstar has continued to provide incorrect, misleading & contradicting information which has lead to them now beginning a foreclosure complaint while they continue with RESPA Violations.
1. Never sent a Notice Of Intent to Foreclosure Letter & yet continue to say they did in XX/XX/2023.
2. If they did send this alleged NOI Letter the USPS tracking they included with the debt validation reply shows NOI Letter was not delivered by mail and/or certified as the rules/law state.
3. If they did send this alleged NOI Letter in XX/XX/2023 the mortgage payment due was less than 50 days late and NOI Letter should not be mailed after less than 2 full months arrears that were still be questioned by us with the Servicer.
4. In the XXXX Debt Validation letter reply XXXX XXXX states the alleged NOI Letter in XX/XX/2023 amount was for {$24000.00} when at the very most any mortgage debt balance in question would have been approximately {$8700.00}.
5. In the XXXX Debt Validation letter reply XXXX XXXX states that the investor is XXXX Asset Backed XXXX Trust.
6. In the XX/XX/XXXX Foreclosure Complaint the Plaintiff states the investor is XXXX XXXX XXXXXXXX who they claim was the investor from an assignment of mortgage and was the investor in XX/XX/XXXX which clearly contradicts XXXX XXXX reply in XXXX debt validation letter.
These continued contradictions and misleading replies has caused us both financial and emotional distress due to their RESPA VIOLATIONS and need to be rectified and any foreclosure complaint to be cancelled immediately.
|
06/14/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
|
This is regarding me cooper, subserviced by lake view loans.
In XXXX we signed mortgage modification papers. It stated XX/XX/XXXX our payments would resume. I went to pay online on XX/XX/XXXX and it stated a balance of {$0.00}. And that our next payment was due XX/XX/XXXX. So I thought maybe I remembered wrong. I got a call mid XXXX about our late payment. I explained the situation and requested a call back from a supervisor. About 3-4 days later I had to call again and request a call back. I received a call 4 days later on a Monday, and she left a voicemail to call her back at her personal office phone. I did, left a voicemail and received no response. I called again 2 more times over the next few days and still never got a call back. I call today to pay XXXX $ of my mortgage and figure as I get money XXXX just get caught up. Well, Im told when I call in that the manager left a note on my account that she cant do anything for me. I didnt even get a chance to tell her what happened, she just got the jist from an employee. How is that ok? Then she tells me XXXX cant just pay XXXX $ toward my payment. I need to pay it in full, or I need to pay XXXX $ today and XXXX $ for the next 3 months. I could do that, but not in lump sum amounts. So I cant pay my mortgage. I literally have no way to, they can have me come up with XXXX $ out of the blue, or have my bank bounce and I go thousands of dollars in debt, they wont let me simply pay it off one step at a time. How is that legal? Then the employee has the gall to suggest I sell my home. When Im LITERALLY TRYING TO PAY IT.
|
12/14/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
|
|
Web |
|
Mr Cooper mortgage company set me up to fail from the beginning. They never sent a welcome letter or statement due in XXXX. I only found out when I called my previous mortgage to pay. They gave me a number to call and when I did, they told me my account was not set up yet and to call back next couple weeks. When I called back, this person told me to call a different number which I did and was told to register my account. When I proceeded to pay, it only allow me to pay XXXX so I called again and was told to just pay that amount and will even out next time but I said that I needed to pay my full amount and was told not to worry about it. XXXX came and again tried to pay but only allowed to pay XXXX and I called company again and was told again not to worry about it that it will even out next month so XXXX came and finally allowed me to pay full amount of XXXX which I did. I thought maybe it takes a couple months to even out so I didn't worry. After my XXXX payment, I found out that I was a late on my payments? but I said why didn't they tell me on my XXXX statement to pay all that was owe, why wait for the XXXX statement to say that I was late. I feel because of this company 's mistake and not taking responsibility for their mishandled of what was due, my credit score is being affected. I was not even given a chance to pay on time in XXXX because I never new they were my new mortgage company. I never received anything from them. Who does that?. Again why is this my fault? Now, my XXXX payment was on time and why is it showing that is was late?. I hope this gets fixed
|
12/31/2021 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
|
My wife and I divorced in XXXX of XXXX. I given full custody of my children and I awarded full ownership of our house. In XXXX of XXXX when covid happened I lost my part time job and lost hours on my full time position. I applied for a forbearance plan with Mr. Cooper. After my forbearance plan ended this year I turned in all of my paper work for my loan modification and it was approved and It did not require my Ex wifes signature. They told I needed sign some finally documents and they could send a notary out to my house. I signed the documents in early XX/XX/XXXX. They were rejected because my ex wife did not sign the papers. I dont know where she lives or who she works for. I have zero way to track her down. I have asked her on numerous occasions to sign a quit claim deed and she denied. I told about the notary and she denied to sign that. Mr. Cooper has given no solution on what I can do. I believe they trying to unfairly force foreclosure on my house. In the month of XXXX I have spoken to Mr. Cooper at least twice a week trying to come up with a solution. My ex wife finally booked a XXXX XXXX in Texas over XXXX week and took the kids I called Mr. cooper and booked a notary to come out to the place she was staying but the appointment was never confirmed and a notary never showed up. I feel like Mr. Cooper is trying to force a foreclosure on my house. In our divorce decree it states that if XXXX refuses to sign that our decree will work as a conveyance of property. I sign the notary paper on XX/XX/XXXX. I havent heard from my ex wifes since XX/XX/XXXX. Thank you
|
04/24/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
On XX/XX/XXXX I requested a copy of my payoff loan amount, when I received it I noticed that there is discrepancy between my loan balance and the payoff amount. So onXX/XX/XXXX I talked to the Mr. Cooper 's representative about this issue, after long conversation he could not provide me any document, or convincing explanation of the extra amount of the loan payoff, he just said that this our expense amount. For your information, on year XXXX I lost my job, therefore I could't pay my mortgage payments, for my house, to XXXX XXXX , then government provided the Home Affordable Modification Program, so I applied to this program and I got qualified for it, now after nine years of paying my payments on time, for help of my family members I want to payoff this loan, but in the loan modification contract there is no mention of this expense amount of {$36000.00} dollars, that Mr. Cooper call is it, " Lender Paid Expenses ''. During my loan adjustment XXXX XXXX told me that if I don't default on my payments, there will be no penalty. Also this loan has changed few hands since it's adjustment, and now Mr. Cooper owns the loan, but they are not given me any adequate explanation or any evidence of where in our contract there is mention of this expenses. My request from Consumer Financial protection Agency is that, to help me to find out why should I pay this enormous amount for the servicer of this loan, I thought government helped us not to foreclose our houses, which could cost them to loose more money. Please let me know if you need more information from me. Thanks XXXX XXXX
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10/30/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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Due to loss of income during the pandemic, I got behind on mortgage payments. Our servicer offered me a modification, and I have been making trial payments. For some reason, they refuse to let me make these payments online or through the phone system. Instead, my only option is to drive to the post office, purchase a money order, and mail the payments to a XXXX XXXX XXXX XXXX. Each monthly payment must be received by the end of the month. On XX/XX/2022, I purchased a money order for that month 's payment, and paid the post office {$8.00} to send it via XXXX XXXX, which would ensure that the servicer received the payment by XX/XX/XXXX. However, after I left the post office, something happened that was outside of my control. We live in the XXXX XXXX XXXX XXXX XXXX, and on XX/XX/2022, Hurricane Ian was in the XXXX XXXX XXXX and projected to move past us and make landfall in the XXXX. The post offices in all of XXXX XXXX made a unilateral decision to close their offices that night, and not reopen until after the hurricane passed. On that same evening, XXXX XXXX XXXX also made that same decision and shut down our airport. Neither reopened for three days, and my payment did not leave XXXX XXXX until they did. My servicer reported my payment, which it received on XX/XX/XXXX as " late '', and canceled my modification. There was absolutely nothing I could do to get that payment to XXXX by XX/XX/XXXX, and I'm being unfairly punished for something that was out of my control. Had the servicer permitted me to make online or phone payments, the payment would have been on time.
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02/24/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Mr Cooper AKA Nationstar is doing some kind of fraud regarding my transfer from XXXX XXXX back in XX/XX/XXXX since then I have had nothing but problems with Mr Cooper. Mr Cooper is trying to collect {$600.00} in additional taxes claiming I have a shortage on my impound account. So I did some digging to see what was going on with my account. What I found is that they keep saying I owe them money for taxes and insurance which I called my county assessor to see if my taxes went up and nope they did not and I also called my insurance company and got a print out of my policy and nothing changed with them at all. The total amount between taxes and insurance is roughly {$2500.00} which is already incorporated into my current payment now Mr cooper says I now owe {$3100.00} to {$3200.00} yearly and when questioned about the amount they tried to confuse me which I had my accountant listening to the conversation and he noticed that they were trying to make things up as they went and when questions about the amount nothing added up properly. I also found out that Nationstar had been sued 3 time in 6 months for not divulging critical information and collecting funds it shouldnt be. I have a link to a website that you can look into yourself and you can be the judge of whats going on but it seems Nationstar AKA Mr Cooper is back with the fraud ring they just got sued for but I suspect Im the newest victim to their game they play. To me they are being fraudulent and embezzling money. Please check the link below and youll get more information about my complaint.
https : XXXX
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05/18/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Older American |
XXXX. ) XX/XX/XXXX I contacted Mr. Cooper ( mortgage co. ) to request an application for a Home Loan Modification to reduce my monthly mortgage payments, as they were scheduled for another increase in XXXX due to an increase in the interest on the loan and increase in property taxes. I retired in XXXX and my income has lessened significantly since I was actively working. On XX/XX/XXXX, I sent them the completed application along with the requested documentation.
2. ) Three weeks later, Mr. Cooper notifies me that they sent me the wrong form and I would be receiving the new form to complete. I did not receive the new form until XX/XX/XXXX. I completed the new form and returned it to them on XX/XX/XXXX. They said it could take up to 30 days to process.
3. ) I had initially requested in XX/XX/XXXX, that the XX/XX/XXXX and XX/XX/XXXX payments be put on the end of the loan and I would be making a payment in XX/XX/XXXX for the new amount which I was initially told would be {$1000.00}. I was subsequently told that it would be {$1100.00}. Then most recently, a woman named XXXX XXXX at Mr. Cooper ), told me that I could not do a deferral and a modification at the same time.
I am concerned that this process is taking a lot longer than originally anticipated and that I may lose my house. When I first spoke with Mr. Cooper I was never told that you couldn't do a deferral and a modification at the same time, as that is when they provided the amount of the new mortgage payment.
Can this process be expedited due to the fact they had sent me the incorrect form initially?
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03/26/2021 |
Yes |
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- Trouble during payment process
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Web |
Older American, Servicemember |
XXXX XXXX AND MR COOPER COMMITTED WIRE FRAUD ON XX/XX/XXXX ...
At the direction of XXXX XXXX, XXXX of Mr Cooper lied on the phone and said they were taking 4 payments and billed me for 3 @ XXXX plus one @ XXXX plus service fees for a {$3800.00} total. For the sixth time at MR XXXX XXXX 's direction Mr Cooper decided to steal a payment to make up for illegally added fees. We will be filing an additional criminal complaint in the state of Florida, and also re-energizing the dormant case since statute of limitations do not apply to out of state crime if this is not reversed immediately.
MR COOPER LOST A CLASS ACTION SUIT ... WE ARE A PLAINTIFF ... WE REQUEST IMMEDIATE CANCELLATION DUE TO SHORT SALE ... We are exercising our right to loan cancellation when fraud is found and admitted. Nationstar admitted guilt,,, this is not a debate.
WE REQUESTED A COPY OF THE WIRE FRAUD,,, ONCE AGAIN THEY REFUSED TO COMPLY ... THEY KNOW THE DATE OF THE CALL .... XXXX XXXX and Mr Cooper has serious honesty issues,,, The entire CFPB response was fraudulent.
MR COOPER IS FULLY AWARE OF LOAN ORIGINATION FRAUD SINCE THEY WERE THE PARTY TO DISCOVER IT ... COVERING IT UP IS A FELONY IN FLORIDA ... XXXX XXXX is fully aware of the 30 day rule on correct loan origination documents. He Conspired with XXXX XXXX to commit XXXX mortgage fraud in Florida. Apparently they think we are joking on a criminal prosecution. I will be filing a criminal complaint tomorrow.
NATIONSTAR AKA MR COOPER HAS REPEATEDLY TRIED TO STEAL HOUSE PAYMENTS FROM US ... ATTACHED IS A THEFT ATTEMPT IN XX/XX/XXXX ...
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03/20/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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In XXXX of XXXX, my mortgage was sold from XXXX XXXX to Mr. Cooper Mortgage. Our first automatic payment was made on XX/XX/XXXX. The following day, Mr. Cooper tried taking a 2nd payment to " ensure their were enough funds ''. They claimed that there was a " online web payment '' made by the customer ( me ).
XX/XX/XXXX ( XXXX Bank record ) - Payment of {$2000.00} - Payment of {$2000.00} - Return of {$2000.00} We had to call our local bank to let Mr. Cooper know that the original payment had cleared and not been returned.
The second payment caused an overdraft fee.
The following month, 3 more payments were deducted from our account. Mr. Cooper continues to claim that online web payments are being made and that they are not responsible.
XX/XX/XXXX ( XXXX Bank Record ) - Payment of {$2000.00} - Payment of {$2000.00} - Return of {$2000.00} XX/XX/XXXX ( XXXX Bank Record ) - Payment of {$2000.00} - Return of {$2000.00} XX/XX/XXXX ( XXXX Bank Record ) - Payment of {$2000.00} - Return of {$2000.00} XX/XX/XXXX ( XXXX Bank Record ) - Pending Payment of {$2000.00} We have not authorized or made ANY payments to our mortgage provider ( Mr. Cooper ), outside of the Autopayment that is arrainged.
I've now attempted to resolve the situaion on XX/XX/XXXX via telephone with Mr. Cooper, and XX/XX/XXXX via telephone where we've reached out and called XXXX Bank to resolve any issues of payments.
I've been unsuccessful and would now like to file a complaint against Mr. Cooper after seeing that there have been multiple lawsuits against Mr. Cooper and their billing practices.
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02/25/2022 |
Yes |
- Mortgage
- Other type of mortgage
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- Struggling to pay mortgage
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Web |
Older American |
This conventional interest only loan started at 9 % through XXXX XXXX. The loan was sold to XXXX XXXX XXXXXXXX then Nationstar and then Mr. Cooper. I applied for a loan modification with Mr. Cooper after suffering a XXXX XXXX in XXXX of 2014. During the entire time period I also had several property damage claims that were sent to XXXX, XXXX XXXX XXXXXXXX and Nationstar totally more than {$25000.00}. All of the checks were signed by myself and turned over to the current mortgage servicer at the time. The mortgage servicers were supposed to sign and return the insurance money to me so that I could complete the repairs and pass their inspection. All of these servicers never endorsed or returned the funds so that I could repair the property. I believe that this was a conspiracy to defraud me by the investor, XXXX, XXXX XXXX XXXXXXXX Nationstar, and Mr. Cooper to bring about the foreclosure of my property.
I have attached proof of my attempts to receive the insurance claim funds from the loan servicers over the years. I request that the foreclosure be suspended until I receive the funds in dispute, which by law should have been endorsed and returned to me to complete the repairs years ago. I believe that this is a conspiracy by all parties to force a foreclosure on the property.
After I completed the COVID special forbearance, the investor should have approved a streamline modification to allow me catch up and reduce my payment. Mr. Cooper did not allow this option for this conventional loan. This would have allowed me to keep my home and keep their loan intact.
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11/30/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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I applied for a forbearance plan under the Covid-19 Cares Act rules. I called the loan servicer Mr. Cooper and spoke to 7 people over the course of and hour and 20 mins and no one could help me. The customer service people that answered the phone were, XXXX, XXXX, XXXX, XXXX, XXXX ( the nicest person I spoke to ), XX/XX/XXXX, XXXX,. I spoke to XXXX he said he will be able to take care of the forbearance and then he said he needs to transfer me, he did to XXXX, and XXXX said he could not help me and he needed to transfer me again to XX/XX/XXXX/XX/XX/XXXX, and then she put me on hold and put me back in the cue again and the next guy that picked up asked me exactly the same questions XXXX asked and then was quite rude in asking questions to qualify me for the forbearance and said that the investor does not have to follow the rules that were set up under the Covid-19 rules for forbearance. The longest time frame he had available was 3 months, I asked for 6 mths and he said I was telling him how to do his job and then I asked for his Supervisor and he at first would not give me his name and then I insisted and he gave me the name of XXXX XXXX as his supervisor, I asked to be transferred to him and XXXX transferred me to a different department and not to his supervisor. I have been on the line for 1 hour and 53mins so far and still have not had the forbearance plan put in place for me. This servicer is a prefect example of servicers that have no respect for their clients and till I applied for the forbearance, I had not missed any payments and never been late 30 days.
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03/15/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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|
Web |
Older American |
in the year of XXXX Mr cooper reached out to me and asked if I was impacted by pandemic I said yes, they advised me that I can go into a forbearance and the payments would go to back of the loan and payments would resume, in XX/XX/XXXX my forbearance expired, to my surprise my loans weren't placed to the back of loan but were all due upfront, they advised me to apply for a loan modification. I applied for a loan modification in XX/XX/XXXX, I was denied for a loan modification 2 weeks later which would have been the end of XX/XX/XXXX, the reason provided was income NPV. I appealed my denial per the instructions and advised the lender my finance situation improved. I sent over updated financial information on XX/XX/XXXX. I was denied on XX/XX/XXXX, which is less than 1 week of submission, citing Income NPV, I looked at the income which was not at all the income I sent over to the lender, hence the lender didn't use my correct income. and my application was not reviewed as it should per their letter and website it takes 30 days to review a loan modification. I didn't received a dedicated loan specialist per their agreement, I wasn't provided with the NPV calculation per the California home protection act, they have blocked the ability for me to receive government help to pay past due amounts, they haven't returned any of my calls or replied to my faxes. I appealed their 2nd denial on XX/XX/XXXX, and again on XX/XX/XXXX. I haven't received any calls of acknowledgement from this place, I am afraid they are plotting to steal my house due to my age I am XXXX XXXX XXXX
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04/09/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
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Web |
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In XXXX of 2019, XXXX, XXXX sold and transferred our mortgage to another mortgage company, now called Mr. Cooper, formerly XXXX, XXXX.
There were no late payments on our mortgage with XXXX XXXX XXXX .
The transfer took place during the month of XXXX, 2019. And as soon as we received notification from Mr. Cooper, we remitted our mortgage payment for XXXX - this was on or around XX/XX/2019.
There are currently no late payments to Mr. Cooper, formerly NationStar.
The Seterus mortgage loan was marked as CLOSED, rather than SOLD/TRANSFERRED to the credit reporting agencies, and as a result, my personal XXXXredit score plummeted 40-45 points.
To the date of this complaint, XX/XX/2019, the loan is still marked as CLOSED, and both my and my wife 's credit scores have been severely impacted.
We have been in discussion with Mr. Cooper to get this situation rectified, but they are relaying confusing and often contradictory information regarding the way this loan is being reported and is going to be reflected on our credit reports and with the credit reporting agencies.
While the company Seterus is now " closed '' and is defunct, a representative at Mr. Cooper is telling us this is why our mortgage is being reported as CLOSED.
This is factually incorrect, as our mortgage was sold and TRANSFERRED to Mr. Cooper, formerly NationStar.
Also, we have recently found out the XXXX XXXX XXXX actually XXXX XXXX XXXX XXXX from XXXX - so there is no reason on earth why our mortgage should ever have been reported as CLOSED, which again, has affected our credit scores.
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08/17/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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I have been fighting with mr.cooper for almost 2 years over a mistake THEY ADMITTED they made. Without going into full detail Ill briefly describe what Im mean .. my mortgage has never been late Ive never missed a payment until XXXX. Mr.cooper graciously refunded me money and when I called and asked what was that for i was told it was an overpayment in my escrow account. Later to only find out they had not paid the full amount for my school tax that year in result wanting to raise my payment to make up the difference for their mistake. I refused and was told I could do a loan modification application which I did 12 times.. that is a whole complete ordeal in itself. Each time completing this application only to be told it was closed just outside of the so called 37 days the application was good for. I have proof I emailed and emailed all the correct documents MANY times only to be told I needed to do it again! My home is currently in foreclosure because of this disaster. All I want to to save my home.. I only owe XXXX $ and because of this I cant even borrow the money to just pay it off. I have done research and found the complaints and courts documents on this case against me.cooper and most everything in it they have or are doing to me. I forgot to mention as of XXXX XXXX mr.cooper sold my loan to XXXXXXXX XXXX now I have to deal with this all over again. Mr.cooper did not send all the information they already had like they said they would. Please please help me. I do not want to get rich I just want to save my home and get out mr.coopers clutches.
Thank you
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11/21/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
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Web |
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Dear Sir or Madam, In 2006 me and my wife purchased a condo located at XXXX XXXX XXXX, XXXX XXXX About 10 years later we moved out and have since rented the property out as the real estate market in that area is not great and we would like to hold off on selling. Since that that time the mortgage has been refinanced and serviced by various lenders. We have never been late or missed a payment. We have tried for the past 5 or so years to eliminate private mortgage insurance but each time the lender at the time provides some reason why the mortgage insurance can not be cancelled. I realized recently that our LTV was well below the 78 % needed to qualify for automation PMI termination that you mentioned or your website.
A few weeks ago I called the servicer ( Mr. Cooper ) and explained this to them and they said they would look into it. I never heard anything back. I wrote them a letter last week and they responded that at this time can not cancel it because their investors require per the attached letter. From my research I was under the impression that the 78 % LTV was the rule as far as PMI termination was concerned. Now the lender is stating it is lower and I'm pretty sure that in a few years they will again lower the threshold again. Could someone please help me understand why my PMI is not being cancelled or contact the lender to find out why. I've been paying PMI now for 15 years and it doesn't seem right. Im already paying an interest rate above the market to begin with. I appreciate your timely help with this matter XXXX XXXX XXXX XXXX XXXX XXXX, MA XXXX
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06/29/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
|
My loan servicer merged with Mr. Cooper ( aka Rightpath ), which is really the same company, and refuse to post the funds to my account, refuse to investigate my account in a timely manner, and are illegally trying to foreclose on my property. This is called stealing. Rightpath has already sent me notices of collection, potential foreclosure and threatening to post negative information to my credit reports. This bait and switch is clearly an illegal scam where these mortgage companies work together to foreclose on property at great profit to them and great loss to the people who actually live in this country. This is the forth or fifth complaint I have filed and CFPB continues to do absolutely nothing of any effect. Which is frightful because they seem to be the only governing body associated with this type of " business ''. Mr Cooper / Righpath needs to be closely examined as they are breaking numerous laws set in place to protect the public from this type of aggressive business practices. CPFB needs to handle these extremely stressful concerns as this issue has been ongoing since 2019 with my previous mortgage servicer without resolve. I have once again provided proof that my payment was received by XXXX / Rightpath and proof they they are currently trying to foreclose on my home regardless of this payment. This is illegal and needs to be stopped. According to their own letters I have 60 days before any negative action is taken but Rightpath constantly contradicts itself in an attempt to cause damage to it's customers which are the citizens of this country.
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01/14/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
Our mortgage was previously being serviced by Seterus Inc up until about XX/XX/XXXX when the mortgage was transferred to Mr Cooper Mortgage. The problem is during this transfer, I was in the middle of doing a loan modification on my loan. On XX/XX/XXXX I set up 3 payments per Seterus to be ACH drafted from my account XX/XX/XXXX, XX/XX/XXXX & XX/XX/XXXX for the monthly trial payments as per Seterus Inc direction. My first two payments were applied correctly and then the third was not and a portion of the modification payment went into an " unapplied funds '' account with Mr Cooper. Mr Cooper did not keep in place the loan modification agreement that I was already in. Mr Cooper has violated many mortgage lending laws in one reporting me delinquent during this transfer period and two, they did not and would not honor the modification already in process. They would not allow me to go into another modifcation agreement since they said I did not complete the first one in which I clearly did and have banking records to prove. Mr Cooper stopped my already in place modification not me. I fought with them back and forth throughout XX/XX/XXXX trying to get my already set modification back into place since I had made all of the required payments but Mr Cooper refused any assistance. After 6 months of back and forth I finally paid over {$49000.00} to bring my loan current and cover between $ 7- $ 8k in fees that Mr Cooper added to my account. I feel that Mr Cooper forced me into having to pay all of these fees as they would not honor the modification alreay approved.
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01/08/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
|
The homeowner has been trying to get a short sale done on his property for almost a year with the 2nd mtg. The 1st mtg was supposed to get a full payoff but the Buyers who are also the tenants, did not qualify for the loan and once they realized they did not qualify, became very hostile and now there is a difficult tenant-landlord issue here. They are hostile and we are undergoing a tenant eviction process at the moment but it has been a very long and arduous process with the homeowner that just wants to be able to short sell the property. The previous listing agent also was quite hostile and was difficult to work with until the homeowner switched listing agents to try to get another viable, legitimate Buyer for the house. We finally got an offer but at the same time that this offer was presented, Mr.Cooper sends a foreclosure notice via the Foreclosure attorneys on XX/XX/XXXX. We immediately request a postponement request to Mr.Cooper but was told that because we did not send in a short sale packet to Mr.Cooper 37 days before the foreclosure date, they would not be able to postpone the foreclosure date. As you can see, XX/XX/XXXX to XX/XX/XXXX is not even 30 days. The homeowner was not aware of the foreclosure date until he got the letter on XX/XX/XXXX. We have sent in the entire short sale packet to Mr. Cooper and have tried to initiate this in XXXX, the website platform that Mr Cooper processes short sales with, but we need your help in getting this sale postponed since Mr. Cooper has not given the Homeowner the option of fully exploring the short sale.
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12/30/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
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I purchased my home and financed it through XXXX XXXX in XX/XX/XXXX. At the time, the house was valued at XXXX. XXXX subsequently sold my loan to Mr. Cooper in XXXX or XXXX. In XXXX Mr. Cooper solicited a refinance from me, which I accepted. During this time, my home was valued at over XXXX. During the refinance process, a representative for Mr. Cooper informed me that the mortgage insurance I was currently paying would be taken off my account as I was well over the XXXX XXXX XXXX requirement.
I did not confirm the insurance was taken off the account and only realized it was still on when I reviewed my XXXX statement. I reviewed Mr. Cooper 's website and confirmed the 80 % XXXX XXXX was still the threshold to remove PMI.
I contacted Mr. Cooper and explained the situation. I was informed that the PMI would not be taken off as the loan is less than XXXX years old, and I did not make any improvements to the home. There are several issues here : 1. The loan for the home is not two years old. It was a refinance from a loan in XXXX that Mr. Cooper purchased from the original lender. When I refinanced, no additional funds were provided to me to increase the loan amount.
2. Mr. Cooper 's website indicates the only requirement is an XXXX of 80 %. The consumer only finds out about this additional requirement once they call the company. This is a deceptive practice.
3. I was told during the refinance process the PMI would be removed.
I am requesting the CFPB review the matter for my account and determine the issue 's scope as it applies to other consumers.
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07/19/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
|
My name is XXXX XXXX and I am the only person on the mortgage, But my husband XXXX XXXX and I are both on the Deed.
The property is currently in foreclosure and it is against both XXXX XXXX and XXXX XXXX since we both on the deed.
Yesterday XX/XX/XXXX, we called Mr Cooper Home Loans.
The current servicer is XXXX XXXX XXXX.
Although Mr Cooper was the previous loan servicer, they still claim that my loan is with an attorney ( XXXX XXXX XXXX and Mr Cooper refuses to deal with us in any major way and Mr Cooper refuses to accept my husband XXXX XXXX as an authorized party to get information on the loan.
Yesterday we spoke to XXXX ( id # XXXX ) and her supv. XXXX.
We notified Mr Cooper for the first time back around XX/XX/XXXX that XXXX XXXX was NOT our atty anymore and that XXXX XXXX was UNcooperative with us and was not calling or notifying Mr Cooper even though we had requested this of him several times.
Mr Cooper to this date, says that only the atty is allowed to remove himself. Mr Cooper has been informed MANY times of our displeasure with that atty and our FIRING that atty. We even had another atty assist XXXX XXXX with Bankruptcy after XXXX XXXX but Mr Cooper retains XXXX XXXX as the atty in charge and stated that the case goes back to XXXX XXXX automatically even though the bank atty doesnt have him registered as our representative anymore.
XXXX XXXX says he tried several times to communicate with Mr Cooper but it seems that the bank tells him that the request has to come from us. ( See attached ). Mr Cooper is not accepting our request either.
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11/20/2019 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Was not notified of investigation status or results
|
|
Web |
|
Since XX/XX/2019. My Mortgage was transferred from Seterus Inc. to Nationstar/Mr. Cooper. My Credit score have been declining ever since without proper notification or reason. Recently as today, XX/XX/2019. My credit score went down by 69 points. When I read the reason for credit score declining through XXXX credit monitoring monitoring service, the reason states credit limit decreases from {$130000.00} to {$120000.00} reported by NationsStar/Mr. Cooper. The amount reflects the amount mortgage going down. I would think that my credit score should go up since I am paying off my mortgage and this is not a credit card with credit limit. This is more absurd than anything since and I am not sure when we started to treating mortgage as credit limit instead Mortgage installments payments. So, I then looked recent homes sold within 5 miles radius through XXXX and other agencies real estate websites for homes like my own size or smaller. I discover most sold for over {$200.00}, XXXX and few around {$170.00} to $ XXXX. This made me more confused to why I am being penalized for always paying my bills on time and my credit is getting lower the more pay down my mortgage. I contacted Mr. Cooper/NationStar bank and they did not give any reasonable explanation to why this is happening, but my XX/XX/XXXX credit monitoring service clearly pointing the problem as Mr. Cooper/NationStar bank credit reporting.
My Mortgage address is : XXXX XXXX XXXX XXXX XXXX, MD XXXX XXXX The mortgage bank is : NationStar/Mr. Cooper XXXX XXXX XXXX XXXX XXXX, TX XXXX Phone number is : XXXX
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09/06/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
|
I am XXXX. I am having problems with my mortgage payments. I talked with a counselor and my payments don't add up. I have tried to work with the Mortgage company. They say I am behind since XXXX but I show my bank statements showing payments to them. I did miss XXXX and XXXX but they are saying I owed over {$3000.00} as of XX/XX/XXXX. Then they returned any payments I tried making after that. I got behind last XXXX but on XX/XX/XXXX I thought I got caught up, not missing a payment until XX/XX/XXXX. I was also behind in XXXX. I have a letter explaining all the details but mainly I was behind and was told to make 3 payments and they would work something out. I had the money and then they would not accept anything but {$8400.00}, which I paid even though my statement showed {$5000.00} because I didn't want any trouble. I later wrote a letter to find out where the money went but didn't get a response. I have all documentation. I never have had any paperwork from any lawyer or any documents sent to me or pasted on my house about foreclosure. I don't understand why there is over {$200.00} discrepancy on my monthly payment, why they keep telling me I owe from XXXX and my {$8000.00} payment isn't showing on the accounting sheet they sent me. I am not sure what to send you so I tried pasting major information including important dates, my bank payments, what Mr. Cooper 's statement is showing, fax transmissions and tax information. Please contact me if I am missing more. It has been extremely difficult being on XXXX and I do not want to lose my home. Thank you.
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11/01/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
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I have inquired about removing the PMI on my home almost at least every six months since we moved into our home in XXXX XXXX. The house was fixer upper so even though we had enough for a 20 % down payment we only did a 5 % down so that we could invest and add more square footage to the home. We purchased the home for approx. {$420000.00} dollars and we put between $ XXXX into the addition. I had an appraisal completed in XX/XX/XXXX that appraised at {$520000.00} but they stated that even though the value was high enough they did not have to waive the PMI and I should try again when the mortgage had aged officially 2 years.
I have made several attempts to contact Mr. Cooper but they don't have enough Escrow / Insurance people to answer the phones. Instead they try and refinance my loan, which would be a financially poor decision for my family. I work during the day and prefer to interact through tickets. They refuse to put the actions I need to take to get my PMI removed in writing. I am attaching an image of the messages that were returned to me after I chatted with Mr. Cooper or opened a ticket. It almost seems like they do not want to provide clear written clear instructions and expectations as to when my PMI can be cancelled. I am well within my right at this point as I have secured an additional Home Improvement loan to add on a custom deck that is {$55000.00}. Mr. Cooper only cares about you if you want to refi and take out another one of their products. But if you are just a customer looking to have decent servicing, that is not their priority.
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09/27/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
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|
Web |
|
My mortgage was bought out and began with new lender, Mr. Cooper at the beginning of this year ; XX/XX/XXXX. I had lost my job XX/XX/XXXX and explained this to the new lender predicting I would be late on my payment. The loss mitigation department offered or suggested a " Pandemic Forbearance Plan '' which would pause my payment obligations for three months, stating I could opt out at any time. Following the three months, without request or consent they automatically resumed this plan which I was not needing or requested. I made three payments, one more than minimum due during this time. I spoke with someone back in XX/XX/XXXX asking to stop this plan I was ready and had been to resume payments. This was not acted on, they failed to stop plan which froze my ability to make online payments. Every time I spoke with them each person informed me incorrectly with false information. Most recent, I was told I could " promise to pay '' which would allow to make payments and any extra as was able. I asked for management to review calls from prior months to verify this information. This too was disregarded. Having trouble talking to anyone helpful or knowledgeable, and being unable to make a payment after several attempts I am now being threatened with foreclosure and feel I am being victimized by these predatory lenders. Note that documents sent via mail have different names, numbers and contact addresses making this whole process much more difficult. Here is hoping they are held accountable for the wrong doing, misleading and illegal acts of consumer lending.
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03/13/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
Nationstar dba/Mr. Cooper acquired our mortgage in XXXX from the originator. We have made timely payments in full and yet Cooper claims we are in arrears. We have spent hours on the phone with Cooper giving them proof of payment. Just today we got a letter saying we are in default. This is utterly unacceptable. We insist that Cooper find all of the payments we have made, credit them fully, refund all late fees, and cease any default actions.
We closed on a house XX/XX/XXXX, using a local mortgage originator in XXXX XXXX, NC. The closing included payment for XXXX, XXXX. Using the voucher provided by the originator, we made the XXXX payment of by check. We have the cancelled check, and the originator has confirmed that the XXXX payment was transferred to Cooper with the rest of the loan documentation.
We have since made two other payments by direct transfer from our bank. We have confirmations that those payments went through. They should be for XXXX and XXXX -- or at least XXXX and XXXX. In any case we are current.
Cooper keeps making robo-calls and mailing notices that we are " in default '' and " delinquent. '' It is outrageous that this company treats diligent and responsible clients so badly. It is not our responsibility to find Cooper 's money when it buys a loan. Their sloppiness is their problem.
Please order Cooper to cease and desist all default and delinquency proceedings, to find and credit all of our payments, to credit back all late fees and charges, and to confirm in writing we are -- and always have been -- current with payments.
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07/20/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Older American, Servicemember |
Please attached timeline attempting to resolve this with Mr. Cooper, loan processing company.
We discovered our escrow balance is excessively high ( see attached page ). We contacted Mr. Cooper telling them we knew the originating bank was overly conservative developing the initial escrow balance. ( We had no idea the overage was so excessive. ) But now that Mr. Cooper holds the mortgage note, you are notified, please fix it. We validated our information with paper escrow-related tax bills and a discussion with the local XXXX government tax official. Mr. Cooper staff has begun to string us along, as well as mislead us. We were nicer a year ago with XXXX when they delayed us almost three months - we are not naive this time. ( Completely separate, but XXXX acted similarly with my good friend in XXXX when he asked for his refund. ) We believe, validated with the attachments, Mr. Cooper owes us roughly $ 5K+ in escrow overage that increases monthly ; as well as by direct follow-through, the monthly mortgage we are having to pay is roughly {$430.00} over ( too much ) as well.
Mr. Cooper has an automated phone line that informs customers there is no need to send in escrow-related tax bills as they capture them electronically. We disagree because this is part of our complaint- we inform them they are missing one and we have no comfort level any correction is being acted on.
We have been professional in all of our dealings. At times we have expressed frustration with Mr. Cooper staff, but the timeline notes will reflect why ; as well as any recordings.
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02/22/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account information incorrect
|
|
Web |
|
In late XX/XX/2021, I received notice that Mr. Cooper had purchased my mortgage loan from my previous lender XXXX.
The notice indicated I was already in arrears. I had made my mortgage payment to XXXX in XX/XX/2021.
My XXXX account was in surplus of 2 months in advance, plus the XXXX payment.
I contacted Mr. Cooper immediately to contest the alleged late payments. I was told that any pending payments would be credited within 30 to 90 days.
I continued to make monthly payments.
Multiple phone calls and emails and complaints were made to Mr. Cooper without response.
I provided them with the information from XXXX, including the delivery number for the overpayments.
No response. Over the course of 9 months, multiple complaints were made with no response.
In XXXX XXXX and XX/XX/2021 Mr. Cooper placed derogatory statements on my pristine credit report.
I have sought resolution without response, in XXXX, I contacted Mr. Cooper again, and after a lengthy wait a customer service representative advised me correspondence had been sent to the wrong email account.
Additionally, she reported the Mr. Cooper mailbox, ( which they created and was used for all communications ) was not used by Mr. Cooper for communications. They placed important correspondence in an obscure place on their website, under a tab called Miscellaneous.
In the interim, no effort has been made to respond or amend the deficiencies reported on my credit reports, and the account has not been credited with the overpayments.
This are blatant and negligent attempts at fraud.
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11/23/2021 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
Servicemember |
XX/XX/2021 i got a email PDF from mr cooper stating that they addressed my complaint when i said they were falsifying information in relations to a XXXX modification. The letter and the XXXX enclosures are not representative of the EXACT situation there are multiple XXXX singed on different Years used to respond to this specified complaint there are multiple income sources that are attributed to Other modifications that were used to respond to this XXXX situation in which i was was referring to were Documents were kept and i was penalized for untimely filling or they needed more documents or it was because of affordability. The sheer disrespect of the law and magnitude of what this could represent is ALARMING. I CANT BELIEVE TAX MONEY IS GOING TO A FED ENFORCEMENT AGENCY THAT ACCEPTS BLANTANT MANIPULATON!!! look at all my complaints i know ive rambled etc but ive always referred to one specific instance and then would say this has been a ongoing situation. Now its right there in plain view they LIE and said its backed by XXXX /CFPB because they just reproduced documents that they always have had only to deny me when it suited their purpose .... when its affordability they claim i don't file on time when im referring to timeliness and produce proof then it its missing documents when i show that the docs weren't missing then i have to resign cause they need a new signature or they lost a upload on their server or affordability etc.. THIS IS MADDENING THIS IS A NIGHTMARE ... documents were never missing or lost unless they wanted it to appear that way!!
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03/20/2020 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
I am writing with grave concern that we are not being helped by our mortgage company. We were transferred to them XX/XX/2019 from XXXX XXXX XXXX when they went out of business. We had gotten a letter stating that during the process of being transferred over we wouldnt have to pay right away, they gave us a 90 day grace period. We missed one payment, and we paid double the amount of our mortgage in XXXX of {$3500.00}. Since that time the company has put us in default, I had to start a loss mitigation and when we were almost to the finish line with a better house payment, they denied us with no answer. When I call I get transferred to a heating company, when they call and I tell them this they dont have any answers. When I call about why my payments are being placed with the month they are being paid on they tell me that we are MONTHS behind. We have never been behind like they are saying with any house payment in the past. They have made it completely impossible to catch up, refinance and not live in fear of losing our home. We send the documents they ask for just to send them three to four if not five times more. Nothing we do seems to be leading us in the right direction. We are two military Veterans that work hard every day with the injuries we have and are being taking advantage of. I need to get out from under this mortgage company and I need to keep my home. I have all the statements, all the statements from a year ago til today. I dont know where this all went wrong and can not get any answers from the mortgage company. Please can you help me?
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11/26/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
- Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
|
|
Web |
Servicemember |
On XX/XX/XXXX, I was on the phone for 2 hours trying to reapply for forbearance and was put on hold multiple times. The rep said she was putting me on hold discussing with a manager how to finalize. After 2 hours, the phone disconnected and nobody ever called me back so I have no update regarding my forbearance plan if approved or not and also therefore, I do not know that if not approved as to whether I am in default or not.
Since XX/XX/XXXX, I have called multiple times in attempts to speak to a representative. Each time, I can never connect to a person. The automated system appears to be set up to never be able to speak to a live person. On a few of the attempts when I thought a person would answer, my call was immediately dropped.
I have also received regular calls from Rushmore from an automated number with an automated message saying I need to make payments and to call the number in which is the same number that has called me.
This company is operating extremely unprofessionally and risking me being in default of my mortgage.
I also can not make any payments online as in order for me to access my account per the website, I am instructed to call in.
I need immediate answers and a resolution for these issues as to status of my forbearance, default status, account access and contact with a human being.
Rushmore has claimed that there is a 60 day waiting period due to switching services but I have been serviced by Rushmore for years which is also not true and has nothing to do with me never being able to make contact with this company!
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03/07/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
I refinanced from XX/XX/XXXX to XXXX in XX/XX/XXXX. I was told my next payment would be due in XX/XX/XXXX.
In XXXX I received a letter from XXXX indicating my mortgage had been transferred to Mr. Cooper and that I would hear from them. The XXXX website indicated to pay the XXXX payment, which I did.
In XXXX I spoke to XX/XX/XXXXand they advised I make the XXXX payment to Mr. Cooper after they contacted me, and that no late fees or penalties could be charged for up to 60 days after the last payment made.
On XX/XX/XXXX I received my first communication from Mr. Cooper stating the payment was due XX/XX/XXXX, and that no penalty would be due if received by XX/XX/XXXX. Since both those dates had already passed, I used the secure messaging system in my online Mr. Cooper account to inquire/confirm I would not be charged fees/penalties for this payment. I received an immediate automated response that someone would be in touch with me.
I made my XXXX payment as normal, on time.
As of today, XX/XX/XXXX, I have received no further response in any form. They have not answered my question about avoiding late fees or penalties. They have completely ghosted me.
I am going to make the XXXX payment but am frustrated that I am at risk for penalties and fees through no fault of my own, and have been unsuccessful in receiving any assistance whatsoever from the company. It is not just that I am forced to do business with a company that provides zero service. I should have the right to refuse to do business with them and to have my loan transferred elsewhere.
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02/10/2023 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
|
We were paying 1 month behind and Nationstar reversed our payment for XXXX ( XXXX ). At that point our account was 60 days past due. I contacted XXXX at Nationstar to inquire why the payment was reversed and was told the account was too past due, and that a demand letter had been sent. XXXX told me at this point I can't just make my monthly payment of {$1700.00}, and my only choices are to pay {$5400.00} or apply for loan assistance. I applied and a acceptance letter was generated with repayment amount that far exceeded the past due amount, late charges, and fees. I had a representative for XXXX XXXX conference call my lender to discuss the teams of the forbearance or assistance. We spoke with XXXX who stated the issues we had with the terms would be escalated to a manger and reviewed. I was told that since my application was accepted before it would be accepted after the terms have been reviewed. My 3rd party representative reached out to Nationstar on XXXX and was told the forbearance is still under review. I also check my online account regularly and it showed forbearance is in review process and 1st payment of repayment would be due XXXX. Today XXXX My 3rd party representative conta ted me stating she could not reach XXXX, but the Nation star rep she spoke to said everything had been denied. And the forbearance that was approved is now denied. And that My home is in foreclosure. My online account will still not allow me to make a payment. And when I call in the rep all gi e different information. I have not received proper servicing of my loan.
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02/10/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
I have a home loan with Mr. Cooper. I've been with them since 2013 and have never missed a payment. Two weeks ago I couldn't login to the online banking system as it gave me an error saying I was in bankruptcy and had to call them. I called them for days trying to get this resolved. I spoke to approximately 8 reps over two days before one of them saw the error. But even then, they couldn't fix it. Apparently there's another person with the same name in North Carolina going through a bankruptcy. But Mr. Cooper decided that that person was me, in XXXX XXXX California. They told me they'd fix this, but it hasn't been fixed yet. This also caused my upcoming payment to be over {$400.00} more because apparently that bankruptcy that wasn't mine, caused an escrow analysis. I can only imagine they reported this to the credit agencies as well and who knows what else. But my loan has been disrupted and they made changes without even checking with me. They have not contacted me once. I'm the one who has been calling almost daily now to find out what this extra {$400.00} is about. This is not the first time they made a mistake with my account. A few years back, Mr. Cooper did not make my insurance payment. So for a few months my home wasn't insured. Luckily the insurance company contacted me and let me know. XXXX knows how bad it could have been if I had needed my insurance during this time.
Anyway, this is just bad business across the board. They've caused me lots of stress, and most of this is out of my control. They shouldn't be able to do this to people.
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03/20/2023 |
Yes |
- Mortgage
- Other type of mortgage
|
- Trouble during payment process
|
|
Web |
Servicemember |
We accepted a COVID forbearance from XXXX XXXX XXXX in XXXX. We were never told about any second step -- meaning modification. XXXX told us the amount would be put on the back end of the loan. XXXX sold our loan to Nationstar, serviced by XXXX.
In XX/XX/XXXX, we received a loan modification proposal from RightPath, and we did not request or have any prior discussions with RightPath. When we spoke with our then-agent, he said a loan modification never was done on our loan. This was the first we heard of any type of modification. I contacted XXXXXXXX XXXX and an agent told me that XXXX XXXX XXXX claimed they modified the loan. We told the RightPath agent we wanted to research the modification issue. Recently, we received a letter from RightPath stating we had not completed a modification and with no mention of our conversation with the agent. We subsequently received a letter from a new agent for our account.
We are very concerned that our account was mismanaged by XXXX and that XXXX may have sent inaccurate information to Nationstar as part of the sale of our loan. We have a payoff letter from XXXX last year that included all totals. The current balance shown on potential modification documents would negate a year 's worth of payments made by us. We are specifically concerned about the possible mismanagement of COVID-related monies on behalf of XXXX.
We need absolute clarity on the issue and tried many, many times to get straight answers from XXXX to no avail. This issue has extended to Nationstar. We are prepared to hire legal assistance.
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09/11/2020 |
Yes |
|
- Trouble during payment process
|
|
Web |
Older American, Servicemember |
In XXXX, I bought my home with my VA loan and since then I refinanced it twice. Well over the years I been paying half of my mortgage for my primer home mortgage every two weeks. Well, since Mr. Cooper ( aka Nationstar Mortgage ) bought my last mortgage company they claimed that I have miss paying my mortgage on time because their system is not equipped to receive my payment every other week. Therefore they charge me late fees but my original loan paper states that I am allowed to pay half of my mortgage every other week. Well, Mr. Cooper send a letter several times claiming they do not care and they require that I must sign a whole new contract with them before they even honor my original mortgage.
On Tuesday XXXX XX/XX/XXXX, I received a letter dated XXXX XX/XX/XXXX from Mr. Cooper stating that my mortgage loan is in default again which is a total lie since several times a year they receive more then 2 payments in a month. Some months they receive 3 payments. Also each payment is actually more then half of my actual mortgage payment. The payment is actually {$50.00} more.
My mortgage payment being made every other week is {$560.00} I filed a several complaints with the XXXX XXXX XXXX ( XXXX ) XXXX XXXX XXXX Texas and the Veteran Administration against Mr. Cooper ( aka Nationstar Mortgage ) each year since they bought my mortgage with no resolve but Mr. Cooper charging late fees.
I done research that Mr. Cooper has a very low rating as to handling VA loans.
Mr. Cooper address is : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, TX XXXX
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01/18/2019 |
Yes |
|
|
|
Web |
Servicemember |
*****NEW EVIDENCE FROM XXXX XXXX CEO XXXX XXXX ... .. HE WAS THE ORIGINAL MORTGAGE BROKER ... HE CONFIRMED HE SUBMITTED PROPER ESCROW AMOUNTS TO XXXX XXXX ... AND XXXX XXXX COMITTED LOAN ORIGINATION FRAUD IN DIRECT VIOLATION OF THE TRUTH IN LENDING ACT BY CHANGING THE AMOUNTS THEY MADE THE PAYMENT APPEAR LOWER TO THE BORROWER ... AND THEY DECIEVED THE ELDERLY XXXX YEAR OLD VICTIMS**** ***XXXX XXXX AND NATIONSTAR ( WHO XXXX XXXX SOLD THIS LOAN TO ) HAVE BEEN ACTIVELY CONSPIRING TO DEFRAUD THE U.S. GOV ... MORTGAGE INSURANCE ... AND CONSUMERS IN DIRECT VIOLATION OF COUNTLESS LAWS*** NATIONSTAR IS FULLY AWARE OF THIS LOAN ORIGINATION FRAUD AND THE LATER ESCROW FRAUD AND HAS BEEN FOR SEVERAL YEARS AS WE SOUGHT CIVIL RESOLUTION WITH A BASIC REQUEST TO HONOR OUR RIGHTS*** XXXX XXXX COACHED XXXX XXXX TO CONSPIRE AND ENABLE THIS FRAUD WHILE HE WAS EMPLOYED AT NATIONSTAR ( XXXX XXXX NOW WORKS FOR XXXX AS A VICE PRESIDENT ... ALSO FOR A COMPANY CALLED XXXX XXXX ACCORDING TO HIS VOICEMAIL ) ***WE ARE MOVING FORWARD IN A COURT OF LAW ON THE CIVIL SIDE BUT I ALSO WANT TO SEE CRIMINAL PROSECUTION AND FINES FOR A CORPORATE CULTURE THAT FEELS IT IS ABOVE THE LAW***YOU HAVE LOAN FRAUD, ESCROW FRAUD, WIRE FRAUD, THEFT OF PRINCIPAL WITHOUT PROPER CREDIT, MAIL FRAUD, CONSPIRACY TO DEFRAUD U.S. GOVERNMENT ( BY STEALING HOMES AND LLEGALLY COLLECTING FEDERALLY BACKED INSURANCE PAYMENTS ) ALL PROVEN AND I HAVE THE EVIDENCE TO SUPPORT IT IN ANY COURTROOM*** I want the CFPB to publish this description on consumerfinance.gov so that others can learn from my experience.
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04/07/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
I have been trying to make bi weekly payments. Mr. Cooper mortgage company requires that you submit a month in advance before you can start biweekly. Example : I have to pay XXXX and XXXX at the same time. Then submit a form and a voided check requesting the biweekly payments be made to cover the next month 's mortgage. So two payments would then come out of XXXX to cover XXXX mortgage.
The company denied my request because my name was written on the starter check vs printed, despite them confirming that it would be ok to write it in. When i asked why they needed a voided check when they already received my monthly payments using the same account, they didn't have a specific answer. They then said if i didnt want to use a printed check that i'd need a letter from the bank stating the account was mine, even though they have already been pulling money from the account! This is alot of hassle with no reasoning behind it just to pay bi weekly. If i can pay from the same account monthly, why do i then need to jump through hoops to prove that the account is mine still if i want to pay biweekly. The most frustrating part is they did not communicate with me that the request was denied, which would have put me at risk of defaulting on my mortgage. Something is not right if they can take money out of my account monthly but they may me prove it is my account if i want to pay biweekly from that exact same account. Furthermore, to not communicate that a request to pay biweekly was denied is deceptive when you think your mortgage is being paid and it isn't.
|
02/04/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
My husband and I refinanced our home in XXXX through a company called XXXX XXXX XXXX. It was bought out by another company called Mr. Cooper in XXXX. We made an extra payment of {$1300.00} that was supposed to be transferred over to Mr. Cooper ; however, they stated that they did not receive it. After calling them and disputing the situation, they found the money, and on XX/XX/2021, they sent an email that they have the money, and it was forwarded to Account services to apply the funds. We received a statement on XX/XX/2021 that said that our payment was due on XX/XX/2021, which was the correct date that it was due since the extra mortgage payment was applied. We were content and thought everything was taken care of. In XXXX, we check our online account, and suddenly our payment changed to XX/XX/2021. My husband called in the evening, and Mr. Cooper 's representative told him that the money was put in the wrong account number. I called again in the morning that same day, and they said it was still in the account services department being processed, which has been there since XX/XX/2021, according to the last email. According to XXXX from escalation, it will take XXXX business days. If that's the truth, it should have already been taken care of in XXXX. This company has many complaints on the XXXX, and I have made another complaint to the Attorney General. We are tired of dealing with this companies ' disorganization and would like the agency to reach out to them and monitor their business practices, so other consumers do not have the same fate.
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04/08/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
|
XX/XX/2020 I called Mr. Cooper to inquire about the COVID-19 assistance programs they have available. I was on hold for over an hour to finally be connected to a person who just took my information to transfer me to another " specialist ''. Another lengthy hold and I was connected. I asked ( along with my husband on the call ) what our options were with regards to paying our mortgage. The lady informed me that the only resolution was to do a Forbearance Program. She let me know that this would affect our credit and told us all of the details. We were shocked this was all we had available due to no fault of our own being out of work since XXXX. She said the application would be coming via email and for us to look it over and resubmit online, by email or fax. We reviewed and considered our circumstances and decided not to send it back in and just do what we could to pay our mortgage during this difficult time. I received the paperwork via our account on XX/XX/2020. The 2nd letter arrived in our account on XX/XX/2020 saying after reviewing our documentation we were approved for a forbearance plan. Knowing that we didn't send anything in, I assumed it was just a formality. Today XX/XX/2020 we received yet another letter ( same letter as before but with an added paragraph ) telling us our inaction was approval of the forbearance if we didn't call in by the end of the month. We both felt this was deceptive and if others did not read the letter entirely, they might miss that added paragraph and be in a forbearance agreement that they did not agree to.
|
01/31/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Older American, Servicemember |
l. Loan originated predatory based on the ethnicity. XXXX XXXX targeted for variable interest rate loans.
2. Loan is over 30 years old with no delinquency on payment history yet the balance of the loan has not reduced as payments were made.
3. Loan was sold to various servicing companies and several times it was requested to have the loan converted into a fixed rate mortgage. However due to appraisal value based on a predominately XXXX neighborhood was told the home did not have enough equity, We didn't want any equity back just a fixed rate.
4. Now retired with less income and still never showed any delinquency in the payment history, Never was provided any options to adequately convert loan into a fixed rate to pay down the unpaid balance. We asked about the possibility of a short sale for the home. We considered just signing the deed back over to them and walk away but our credit would be affected.
5. Original VA loan was serviced by XXXX XXXX. Other companies servicing the loan was XXXX XXXX, XXXX XXXX, Nationstar and now Mr. Cooper. We are not sure of the order of the companies, Last week after doing just a little investigation, we found out about a foreclosure that was found a then reversed but it was still in the court records. At no time were we ever delinquent on this loan.
6. We need a breakout of how monies were applied toward outstanding balance and escrow balance. The lender 's name is Mr , Cooper Loan # XXXX XXXX The property address is XXXX XXXX XXXX XXXX NC XXXX Parcel # XXXX XXXX XXXX Please leave a message. XXXX cell XXXX
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03/11/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
This is regarding lien release for Loan # XXXX. Mortgage company is Mr Cooper ( their phone number XXXX XXXX XXXX ). The loan was paid in full in XX/XX/XXXX to Mr Cooper. They made a mistake when releasing the lien. On the lien release they incorrectly referenced and released a previous loan that I took on the same property in XXXX ( which already had a lien release ). They were supposed to do the lien release on loan I had with Mr Cooper ( loan that I took out in XXXX ). So they really have not issued a lien release for the the loan I took out with them and by law they were supposed to do it wihin 30 days of payment?
So I am unable to refinance as the title company wont sign off until they release the right loan number ( and the right document number, referencing the loan I took out in XXXX ). I could refinance at 2 % right now, which is a full point below what I am paying right now and they are harming me financially. Not only am I paying 1 % more but I am at risk of loosing this rate as the new financing company wont hold the rate forever. So I may be stuck on paying 1 % higher for the term of the loan which is 15 years. Over the life of the loan I will be paying thousands more in interest I contacted their customer service department in the beginning of XXXX and I have escalated to XXXX XXXX on XX/XX/XXXX, so it has been almost three weeks and I have not received any status info from the escalation department, other than to say they escalated to the executive team but has not received any info since the three weeks I submitted the case.
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05/19/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
I am yet another customer affected by Mr Cooper 's payment system issue, however it seems that I may be in the minority who have yet to receive the refund. My mortgage loan was transferred from XXXX to Mr. Cooper on XX/XX/XXXX. After loan setup, I made the XX/XX/XXXX Mortgage payment via their website on XX/XX/XXXX. This payment went thru smoothly, however they deducted an extra payment from my on XX/XX/XXXX. I received their notifications regarding the error in payment processing and I thought it would be rectified shortly. My account was actually credited my amount, however they debited the same amount on the same day ( XX/XX/XXXX ) therefore cancelling my refund. I then thought may be the extra payment will be applied towards XXXX mortgage bill, however they deducted another payment on XX/XX/XXXX. I have called them several times and sent several emails and all I have received is canned responses and I have yet to receive a concrete answer when I will be refunded my money. I have started a dispute with my bank, XXXX XXXX, however they are slow to respond as well. Today is XX/XX/XXXX and they are still holding an extra payment and I have no timeline when it'll be refunded.
Here is a clearer synopsis of the events that transpired : XX/XX/XXXX : I made payment to MrCooper XX/XX/XXXX : Unauthorized payment taken out of my account XX/XX/XXXX : Extra payment refunded to my account, however XX/XX/XXXX : 2nd unauthorized payment taken account again XX/XX/XXXX : Autopay payment for XXXX mortgage taken out.
Please help in any way that you can.
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03/11/2023 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
In late XXXX of XXXX, we were notified by XXXX XXXX ( our old loan servicer ) that our loan had been sold to Mr. Cooper is the midst of a loan modification with our first payment being due XXXX XXXX, XXXX. We made our first payment to XXXX XXXX on XX/XX/XXXX, which was placed into the suspense account and transferred to Mr. Cooper.
In our last complaint, Mr. Cooper responded they properly applied our XXXX payment made to XXXX XXXX properly to our new account with Mr. Cooper. That being said, in XXXX, when Mr. Cooper finally booked our loan, a payment was lost through an accounting or fund allocation error, and we were notified we were due for two months of payments, although we had made all our payments on time. We submitted several complaints over the last nine months through conversations with several Mr. Cooper representatives saying they would look into the issue, fix it, and get back to us, with no phone calls ever received back other than harassing ones about our account being supposedly past due.
Here we are supplying proof of all our payments since beginning our servicing with Mr. Cooper, including all bank records proving the payments cleared our account and were received by Mr. Cooper. This is indisputable evidence that an error has occurred and needs to be corrected. For a federally backed loan, an issue such as this should, firstly, never occur and, secondly, be addressed in a more appropriate and thorough manner. I am very disappointed that I, with minimal accounting experience, can see the error when professionals can not.
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11/11/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I had my annual Escrow analysis with Mr. Cooper and was notified I would have a shortage in my escrow. I paid the amount of the escrow shortage and added another {$1000.00} to my escrow account. I was informed I could either pay the amount of the shortage or have my payment go up. I elected to pay the amount of the shortage. The funds I gave them for my escrow where never applied and they increased my payment starting in XXXX and notified me they would again be increasing it in XXXX due to a shortage in my escrow. How can I have a shortage when I not only paid them what they said they needed but extra also? I was also told when I called them regarding this that if I paid more into my escrow I would have my monthly payment decrease.
I tried to speak with them about it and they just kept telling me my taxes went up. I get taxes go up and there might be a shortage but I paid that then I was told there was another analysis done on the account and because there was a surplus in the amount over {$25.00} they needed to refund my money by law. They just keep running me in circles. They refunded me $ XXXX of the {$12000.00} I sent them for the shortage. I have no idea what they did with the portion they kept and if they where going to refund me money why in the world didn't they keep the amount of my shortage. This just does not make any sense.
Also they increased the amount they took out of my checking account for the payment without my authorization. I don't understand how they can take funds from my account like that.
Thank you for your time
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06/25/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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On XX/XX/2020 I started receiving letters from Mr. Cooper that I need to start making the payments again after the pandemic loan foreberance, they also gave me an option of amending my monthly payment due to Pandemic and it is called pandemic amended payment where Mr. Cooper would reduce my monthly Mortgage payment due to Pandemic. So that was applied on XX/XX/XXXX and I was told within 7 - 10 business days I will get a response from Mr. Cooper regarding this. Today 22 days have passed since I spoke with the agent and I haven't received anything. I have made around 10 calls regarding this matter and every time I speak with a new person as my SPOC ( point of contact ) is not picking up the phone. Every new person give me a difference excuse.
Now after threatening mr. Cooper a lawsuit, this is what they have mentioned on their website ( Please see attached ). so now they will take another 30 days to process that Amended Forebearance payment. This company is just harassing me and doing nothing else. I should have got this decision by XX/XX/2020 and today is XX/XX/2020, still there is no decision.
Secondly, my monthly payment is XXXX and in the last statement generated this month on XX/XX/2020, the monthly payment has increased to XXXX for which I called customer care yesterday and the customer care agent told me that she is going to suspend the increase of {$15.00} for next 24 months but I am not seeing that on Mr. Cooper website. I did not receive any letter regarding the payment increase. They just increased the payment on their whim.
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06/17/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account information incorrect
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Web |
Older American |
XXXX refuses to address a valid credit scoring mistake they have made in conjunction with my loan at Nationstar. XXXX has refused to accept my documentation showing the error and now has set up a number of cumbersome obstacles to resolving this matter in a fair and honest way. XXXX Report # XXXX for XX/XX/XXXX would not honor my request or a portion of it based on limited information. I have provided XXXX all relevant information regarding a fraudulent report of credit reporting from Nationstar. Nationstar claimed that I did not pay my mortgage on XX/XX/XXXX when in fact their own statements show that I made the payment. However, Nationstar chose to place my funds in an " unapplied funds '' account without explanation or notification. I have made several attempts and provided documentation regarding this " error '' or intentional fraudulent credit report on many occasions yet XXXX continues to deflect, obstruct and obfuscate the matter in some attempt to avoid responsibility.
I paid the mortgage payment on time and Nationstar has of yet to acknowledge the payment or correct the problem. In addition, XXXX has failed to thoroughly and fully investigate why Nationstar provided them false statements about the credit report and instead has refused all of my attempts to correct this matter and address the error in credit reporting in my file. The attached documentation clearly shows my payment and Nationstar and XXXX 's fraudulent scheme of credit reporting. This is illegal, immoral and should be punishable to the greatest extent of the law.
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05/05/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Improper use of your report
- Reporting company used your report improperly
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Web |
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On XX/XX/XXXX Mr. Cooper XXXX XXXX and XXXX XXXX Bureau both ran my credit under false pretenses. I inquired about refinancing my home and let both parties know that I was self employed. I let them know that I was under the impression that they averaged out 2 years of income for your qualifying income requirements and if that was the case that I didn't make enough in XXXX to be able to be at the 2 year average I needed to be at. Both financial institutions told me that if I had been business 3 years or more that they would use one years tax returns to qualify me. After I gave my consent to run my credit and gave a copy of my XXXX Tax returns I got return calls from both mortgage brokers telling me that some thing had just changed and now they are requiring 2 years average of tax returns. I was outraged when they told me that because that is exactly what I had told them before they reassured me that I was incorrect. They are the professionals and should know that before giving me wrong information. When I expressed how upset I was and that they ran my credit for no reason neither of them could have cared less. I asked to speak with managers who said their employees did nothing wrong.
This can't be how banks are allowed to do business, guessing and not having the correct, real time information before making a decision that impacts the consumer. I am about to refinance and there are 2 looming hard inquired on my credit that leaves such a bad taste in my mouth that I researched what I can do about it so that is why I am writing you today.
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06/02/2019 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
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- Trouble during payment process
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Web |
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My mortgage never used to require an escrow account. Please provide the following : 1 ) Documentation showing why an escrow is required with my loan, 2 ) Date escrow was added to my account to include explanation why, 3 ) Breakdown of how my escrow payment was calculated and method used to determine monthly amount, 4 ) Explanation why escrow payments are being billed when I tax paid my 2019 taxes in full to the Town of XXXX. The tax payment was delayed due to a dispute over my water bill with the town.
5 ) Explanation why the letter dated XX/XX/2019 from Mr. Cooper in response to my inquiry failed to note that my taxes were paid XX/XX/2019, the tax payment they sent in XX/XX/2019 was a duplicate and returned, and I continued to receive inaccurate periodic statements.
Supporting Documents : Document 1 shows that there was a duplicate payment made from Nationstar to the Town of XXXX for taxes and was returned. Document 2 and 3 show that escrow taxes and insurance in the amount of {$330.00} were being billed to me after my taxes were paid. Document 4 is from the Town of XXXX and shows that I paid the taxes for 2019 in full. Document 5 is a letter dated XX/XX/2019, which shows that ( 1 ) Mr. Cooper failed to adequately investigate my account due to the fact that the taxes were paid in full during XX/XX/2019 and ( 2 ) Town of XXXX returned Nationstars tax payment because it was a duplicate sent after my payment. Document 6 shows that I am being billed late fees, I am a senior citizen on a fixed income and this has an adverse impact on me.
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03/22/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
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Web |
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I entered into a Covid relief forbearance around XX/XX/XXXX. In XX/XX/XXXX, I called Mr. Cooper to see what my options were. I asked very specifically if the option to add the payments to the end of the loan were an option and the agent informed me that that was an option, along with a lump sum and a modification.
Around early late XXXX XX/XX/XXXX, I attempted to start the process on their website and was repeatedly met with errors using their " wizard ''. On XX/XX/XXXX, I called them back again and was directed to the general " support '' area and to go through the modification there since the wizard was broken. I did as instructed and it apparently created a modification request.
In subsequent calls, and their website, I was told that it would take *up to* 30 days. Here we are, sitting at XX/XX/XXXX and it still has not been addressed. I called on XX/XX/XXXX to inquire about status and they informed me it hadn't even been looked at and " escalated it '', so it should be done within 5 days. Again, we are at XX/XX/XXXX and this still isn't addressed.
In a subsequent discussion ( I don't have the call date available because they called from another number ), I was told " the investors want their money '' and that was a reason for the delay.
At this point, there is no reason to believe that Mr. Cooper is acting in any other fashion than to actively force a foreclosure by delaying a resolution, in spite of repeated promises that the issue would be addressed, and by forcing a lump sum payment without giving adequate time to respond.
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10/29/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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On XX/XX/XXXX, I received a letter of sale from Mr cooper Mortgage Company to XXXX XXXX XXXX. The letter is dated XX/XX/2019 ans I am to be given 15 days notice under RESPA.
The problem I am having is that Mr. Cooper was on XX/XX/2019 supposed to do a Escrow analysis to establish to following years payment. I can only see the amount online as to the amount put in escrow which is XXXX along with any future payments into the account of XXXX for XXXX and XXXX. The problem with this is my taxes of XXXX are due in XX/XX/2019 as they are paid bi-annually. I have no idea of the status of the escrow or any shortages on this account before the transfer to a company known to not even pay taxes or evaluate escrow.
I have to re-finance the house and can not get the correct data during the transfer and it will be up to 60 days until I can get this loan out of the predatory hands of XXXX.
My request is simple that Mr. Cooper provide in writing an escrow analysis as of date of transfer oer even put something in writing on the account so I can refinance. They refused my request twice when I called saying since they sold the loan they didnt bother to establish my escrow dollar amount before transfer for me under 12 USC 2605 and although they may be exempt under the 15 day rule, they were supposed to run the escrow at the beginning of XXXX as I had spoken to Mr Cooper twice in XXXX about paying extra into the account. Either they knew at the beggining of XXXX the account was going to transfer or were behind on informing me of my escrow under RESPA.
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07/30/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Incorrect information on your report
- Account status incorrect
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|
Web |
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CONTACTED : Current Mortgage company Mr. Cooper DATE : XX/XX/XXXX REGARDING : Mortgage payments not being reported to credit bureau for past 3 yrs and bankruptcy status not correct/updated.
CONFLICT : Trying to re finance with a different lender and missing payment history effecting credit score and account incorrectly shows bankruptcy status.
Telephoned Mr. cooper to inquire about this missing information/status on my credit report. They stated it was due to my loan not being reaffirmed when i had a discharge bankruptcy inXX/XX/XXXX. First ... My mortgage was not included in the bankruptcy. Secondly..they continued to report to the credit bureau after that discharge and up to XX/XX/XXXX, which is 17 yrs. But abruptly stopped then.
They stated that although they are the same company, but changed names inXX/XX/XXXX, from Nation Star, their terms changed and that why they stopped reporting. Finally their only solution to this problem was to provide me only a proof of one year history of payments and or refinancing with them to continue reporting.
This has turned out to be a very stressful situation when we have not only not included the loan in the bankruptcy that should have came off sinceXX/XX/XXXX!! 7 yrs later and have been current with our payments all along. My bankruptcy lawyer stated that it is not a obligation to file a reaffirmation during the bankruptcy and also why is this still effecting my credit when it has passed the 7 yrs and should already be removed.
Thank you for your much appreciated assistance.
XXXX XXXX XXXX
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08/11/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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My mortgage was purchased by Mr. Cooper last month. Literature sent and information online indicated that payments must be mailed to the original mortgage company or Mr Cooper. I had previously set up direct withdrawal for my mortgage ( set on the XXXX of the month, which is also the due date ).
Up until XX/XX/2019, I did not have any account information to send a payment by mail to Mr. Cooper. On XX/XX/XXXX the Mr Cooper account page became available and I was given the option of making my payment ( then 6 days past due ). I made my payment on XX/XX/XXXX.
Today ( XX/XX/XXXX ), I checked my bank account and see that Mr. Cooper took out the payment I authorized on XX/XX/XXXX and also another payment on XX/XX/XXXX ( at slightly less than required payment for some reason ).
I did not authorize 2 payments from my account. I have not been able to get a response from Mr. Cooper. I have other bills due and need the money returned. This second withdrawal makes no sense, was not authorized and upon looking at the Mr Cooper web page, has not even been applied to my mortgage.
I am currently in the process of refinancing my home in order to avoid dealing with Mr Cooper. These unauthorized actions by them only serve to negatively impact my ability to refinance and separate from Mr Cooper.
I can only assume that this additional withdrawal is an active and intentional effort to keep me from closing my contract with Mr Cooper.
Please help me to have my funds returned to my bank account ( or at least to get some response from Mr Cooper )
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05/08/2023 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
My loan was originated with XXXX XXXX and in XXXX of XXXX the loan was moved to be serviced by Mr. Cooper. I am a diligent payer of my mortgage and usually pay over the amount due to pay down principal and discovered I was dunned a late fee in XX/XX/XXXX. I noticed it and reached out to customer service and they refunded the payment ( albeit after a bit of a struggle as I had " paid '' the late fee ). I continued to pay my mortgage and excess principal monthly and discovered in XXXX of XXXX that I was again charged a late fee and when I looked back I had been charged late fees for every month in XXXX. It turns out that on the statement the verbiage stating when the payment is due instead of saying that the payment is " due by '' it states " If payment is received on or after *** a $ *** late fee will be charged ''. I assumed that if the payment was received by the " due date '' it wouldn't be subject to a late fee but I didn't realize that the payment was actually due the day prior than what was on the statement. I've now called them three times and they refuse to refund the late payments stating that I already paid them ( since i pay over the amount due every month ). There is no reason why i would be intentionally paying my mortgage one day late and paying a late fee. I think they intentionally put this date in place in order to garner late fees. I would look into the number of late payments they have received and charged to their clients that are only one day late as I may not be the only person who doesn't read this fine print.
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01/25/2019 |
Yes |
- Mortgage
- Reverse mortgage
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- Trouble during payment process
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|
Web |
Older American, Servicemember |
On XX/XX/XXXX I submitted a claim to my insurance company, for roof damage by a storm. By XX/XX/XXXX the claim was settled, I then submitted the check to XXXX XXXX because I have a Reverse Mortage on the house, all documentation has to be submitted tot hem for a 2nd time because they received it before the inspection was done by their inspector. 2 1/2 weeks later they sent the first check back to me indorsed. The contractor submitted an invoice for supliment work inside the house, XXXX XXXX XXXX XXXX sent a check for the completion of the work on XX/XX/XXXX. This check included the depreciation amount, XXXX XXXX sent the inspector out a second time, the report stated that the work was 100 percent complete. They have repeatedly come up with a reason or excuse to not to indorse the check therefore I can not pay my contractor. It is now XXXX XXXX XXXX I either called them or received calls from them daily with reasons they come up with not to endorse the check. At this point the contractor is considering a lean against the property because of delay of payment. The insurance company has been supportive of me and the frustration of dealing with XXXX XXXX. They continue to lie about additional documentation saying that it has been sent from the insurance company with a different amount and want to send out another inspector even though they have already sent an inspector who has deemed the job 100 percent complete. I have spent over {$200.00} in overnight evenlopes sending out checks to them which they continue to send back unendorsed.
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12/31/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account information incorrect
|
|
Web |
|
XXXX XXXX XXXX approved a temporary forbearance for my mortgage loan payments on my property located at XXXX XXXX XXXX XXXX, CA XXXX. The forebearance agreement set my mortgage obligation as {$0.00} beginning on XX/XX/2020 and ending on XX/XX/2020. My payments were to resume on XX/XX/2020. My loan servicer is Nationstar Mortgage LLC d/b/a Mr.Cooper. On XX/XX/2020, I attempted to make my mortgage payment online through Mr. Cooper 's website. The website would not accept my payment because the system was recognizing my payment as being 3 months delinquent, and, therefore, automatically rejected my payment. Therefore, I called Mr. Cooper 's customer service department and informed them of my problem on the website and was told that I needed to contact XXXX and have XXXX contact Mr. Cooper and authorize Mr. Cooper to accept my mortgage payment. On approximately XX/XX/2020 I contacted XXXX. The XXXX representative said there would be authorization for payment acceptance put in the notes which would enable Mr. Cooper to accept my payment. On XX/XX/2020, Mr. Cooper accepted my regularly scheduled payment per XXXX 's direction. In XXXX, Mr. Cooper 's would not accept my regularly scheduled payment ; therefore, on XX/XX/2020, I submitted 3 payments of {$4200.00}. On XX/XX/2020, XXXX XXXX contacted Mr. Cooper for payment history and was told that I had 3 thirty day late payments. XXXX XXXX, my point of contact at XXXX, told me on XX/XX/2020 that payments deferred due to forebearance are not reported as late payments to the credit bureaus.
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12/07/2018 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
|
I have an upcoming foreclosure trial not set yet. Nationstar ( a/k/a Mr. Cooper ) is the servicer of my mortgage loan. XXXX XXXX is the owner of my mortgage. My prior servicer was XXXX XXXX. XXXX transferred the servicing of my loan to Nationstar around the summer of 2009. Before the transfer, XXXX approved a loan modification and I completed the 3 trial mortgage payments. I found out about HAMP ( Home Affordable Mortgage Program ) and I applied with XXXX to try and get an even lower rate. While XXXX was working on my second modification and 2 months after I applied, XXXX transferred the servicing of my loan to Nationstar Mortgage Co. I called Nationstar, and I was told they see the HAMP application in process and that I should hear back regarding an answer on the results. About 2 to 3 months later, I called Nationstar again and I was told they knew nothing about a modification and they refused to provide an opportunity to apply as I was legally entitled to. A few months after that they sued me for non-payment of my mortgage. They lost that suit. Today I am about to lose my home on another suit by Nationstar and I've applied twice for a modification and they again refuse. I believe Nationstar broke federal law back then when they refused to follow-up with my HAMP application that was still in process mid-transfer of servicing. They ignored the law and I was denied my rights to a HAMP application and modification. I've enclosed some court documents that support my allegations here from past cases that demonstrate these happenings.
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08/26/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
- Confusing or misleading advertising or marketing
|
|
Web |
Older American |
Yesterday, XX/XX/2023, I received an email from my mortgage holder, Mr. Cooper, stating that I was automatically enrolled in a new program, XXXX, that provides financial advisory services. The email stated : " We've teamed up with XXXX to give you access to their powerful, wealth-building tool. With XXXX, you can set financial goals, run equity simulations, and learn how to use your home to build wealth. Its already connected to your Mr. Cooper account. No set-up needed. Just sign in and take it for a spin. We think youll love it. '' I never approved or requested to be enrolled in XXXX. I do not want or approve to have any services attached to my mortgage account. There was no information on the email on how to unenroll or reach XXXX. After a lot of effort, I finally reached a Mr. Cooper customer service rep by phone and explained that I wanted to unenroll from XXXX. She said she had no way to do that after spending some time researching the situation. She said I could do that from my own online account. I went online and established an online account with Mr. Cooper. There was no way identified that I could unenroll from XXXX. I clicked on the XXXX button to see if I could unenroll from there and they indicated my mortgage account was now linked to XXXX. And again there was no way to unenroll from XXXX. I am very concerned that Mr. Cooper added XXXX to my mortgage account without my approval and there is no identifiable way to remove XXXX. I do not approve of any of my mortgage information to be shared with XXXX or 3rd parties.
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05/09/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
|
|
Web |
|
My mortgage was transferred from XXXX XXXX XXXX XXXX to Mr. Cooper/Nationstar on XX/XX/XXXX. When I was notified of this transfer, I immediately applied for auto pay with Mr. Cooper to make absolutely sure my mortgage was covered for XX/XX/XXXX. Unbeknownst to me, Mr. Cooper did not process my payment through the auto pay system so it showed that I did not pay for XX/XX/XXXX mortgage payment. The auto pay system went into effect on XX/XX/XXXX, so the late payment kept spilling over for the next 6 months.
Mr. Cooper/Nationstar then reported to the credit bureaus that I failed to pay 4 payments and that lowered my credit score over XXXX points from around XXXX to XXXX. All of this was while I had more than sufficient funds to pay the loan off in full in my bank account. I did not realize the hit until I tried to apply for a new mortgage and my credit was lower than usual. My history of paying mortgages was flawless up until the events of XXXX XXXX XX/XX/XXXX.
This event has hurt my credit very badly and I feel this error is not my fault as I believed the autopay covered that payment on XX/XX/XXXX. I had zero idea they did not process that XX/XX/XXXX payment until they let me know in the fall of XXXX. Afterwards, I payed an extra payment in XXXX to cover everything.
I requested an investigation to their research department and it came back as no errors on their part and they refused to fix this with the credit bureau. I desperately need the CFPB 's help on this matter as Mr. Cooper is failing to cooperate and fix the issue.
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09/16/2019 |
Yes |
- Debt collection
- Mortgage debt
|
- Attempts to collect debt not owed
- Debt is not yours
|
|
Web |
|
Section 1463 of the Dodd-Frank Financial Reform Act ( the Dodd-Frank Act ), which took effect in XX/XX/XXXX, contains several important modifications to the QWR provisions of RESPA. First, a servicer must now acknowledge receipt of a QWR within 5 business days ( previously 20 days ) and must provide a substantive response to the borrower within business 30 days ( previously 60 days ), with a possible 15-day extension if the servicer sends the borrower notice of the extension and its reason for the delay in responding. See 12 U.S.C. 2605 ( e ) ( 1 ) ( A ) ; 12 U.S.C. 2605 ( e ) ( 2 ) ; 12 U.S.C. 2605 ( e ) ( 4 ).
Mr. Cooper never fulfilled their obligation concerning the time-lines stated above. I never received a reply until months later for a QWR Certified Letter to Seterus, Inc., received on XX/XX/XXXX - prior to Mr. Coopers acquisition of Seterus, Inc. Now Mr. Copper claims that it received my letter to Seterus on XX/XX/XXXX when they tool over Seterus Inc. , and that letter was signed for on XX/XX/XXXX by Seterus Inc. , agents - setting the tine-line for response. After no response to the XX/XX/XXXX letter and after many phone calls to Mr. Coopers designated Contact persons, whom I was instructed to contact, I made clear that I never received their response within the allotted time as per above. Next, I sent via Certified U.S. Mail a completely new 14 page letter addressed to Mr. Cooper. This letter required a specific response sent certified return receipt, and Mr. Cooper failed to respond to that correspondence entirely.
|
06/13/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Information belongs to someone else
|
|
Web |
|
Nationstar is attempting to foreclose on my home and a man has repeatedly trespassed and damaged my property, including my ring camera. The man in the photo has stated that he is with the bank and that he is there to see if my house is occupied.
A broker from XXXX XXXX contacted me yesterday to offer to sell my house in advance of the foreclosure and he stated that I was on the mortgage and that my credit score is being impacted. However, I am not on the note and the bank and nationstars attorney refuse to communicate with me.
In addition to this, the house has been tied up in divorce court in XXXX XXXX XXXX since XXXX, index XXXX, and no one is addressing this issue. I am on the deed and title of XXXX XXXX XXXX in XXXX, MA, and have paid the deposit for the home and again paid XXXX XXXX to stop their attempted auction of my house during divorce proceedings in XXXX.
The mortgage holder, XXXX XXXX XXXX, stopped paying the mortgage after divorce commencement in XXXX, violating automatic orders and a court order to pay the mortgage. XXXX XXXX committed perjury in court by stating that he was willing to sell me the house and then never responded to my offers.
I have paid several real estate and divorce attorneys including XXXX XXXX and XXXX XXXX and this has led to no results and further financial abuse.
My credit score is being impacted by the lack of attention to this matter by the courts and I am asking for assistance from authorities. I am in finance and this impacts my ability to earn a living and to support a family.
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02/22/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
|
|
Web |
|
In XX/XX/XXXX, I started a streamlined refinancing process with Mr. Cooper. I submitted all of the required information, and by XX/XX/XXXX, nothing had been accomplished. Mr. Cooper failed to provide me the necessary updates I requested and it was a nightmare trying to get in touch with anyone. Once someone did call me, they said the process was almost completed and to NOT make my mortgage payment for that month, until she told me to do so, because that would mess with the refinancing process. I waited and the CS representative never called me back. Finally, someone different did call and said the information I was given was wrong, and because I missed a payment, we couldn't move forward with the process. I filed a XXXX complaint and nothing was really accomplished. The Mr. Cooper representative who contacted me was rude and tried to intimidate me. Finally, Mr. Cooper agreed to remove the " late '' record from my credit. I submitted the requested information on XX/XX/XXXX, and I still haven't gotten an answer from them as of today, XX/XX/XXXX. I have sent multiple emails to the person I submitted the information to, and her two supervisors and no one has contacted me to give me an update. I am frustrated because of the lack of communication and professionalism from Mr. Cooper and her representatives. I have tried to be patient due to the covid situation and the fact that they might be short-handed, but I am trying to sell my house and buy a new one and this is keeping me from it, so I might even start losing money on my house.
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03/30/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
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In XXXX our mortgage was sold to Mr. Cooper mortgage company. Due to the coronavirus my husband and I have both been laid off. We phoned Mr. Cooper mortgage company and asked if they had any programs without penalty to help us. The only thing they could do was offer us a forbearance for 3 to 6 months after which all of the payments that were put off would be due at once. That would be impossible for us. They said that if we could not pay the money back we all at once we could do a mortgage modification. So in other words it seems to me that Mr. Cooper would charge us more interest and other fees and ultimately be making money off of people who are just trying to get back on their feet after this horrible horrible situation. Other banks are offering their customers forgiveness for several months or I should say 3 to 6 months mortgage payments and just extending their mortgage by 3 to 6 months on the back end. It seems to me that Mr. Cooper is looking out for themselves and not the well-being of their customers and their financial soundness so they can pick up where they left off once we get the healthcare crisis under control. XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX and XXXX XXXX are all helping their customers in this fashion. Mr. Cooper mortgage company should be absolutely ashamed of themselves for the way they are treating their customers and I hope that the government penalizes them with no mercy. And by the way and I know this sounds totally unprofessional but what kind of a XXXX name is Mr. Cooper for a mortgage company?
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04/12/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Servicemember |
In XX/XX/2018, I moved from my home in XXXX to XXXX. I put my home on the market and did not get any offers until a short sale offer was made in XX/XX/2018. My real estate agent, attorney and I completed the forms for the short sale and sent them to Nationstar Mortgage. We did not receive any response. After numerous calls and letters requesting a decision, I filed a complaint with the CFPB. Nationstar still would not make a decision and the buyer backed out of the offer. We then received a new offer that was slightly higher but still a short sale. Nationstar then sold the mortgage to XXXX XXXX XXXX. XXXX then required us to complete all new paperwork, which we did. After two years of asking for the short sale to be processed, XXXX then decided to not accept the short sale. The foreclosure sale has been continually adjourned for future dates and each month XXXX reports delinquent payments to my credit report. Today I received a civil action notice from Nationstar Mortgage seeking over {$50000.00}. How does a mortgage company that sold my mortgage over two years ago, file a civil action against me? I have been trying to get this property sold for over three years now and each time it has been held up by a mortgage company refusing to process or even answer the paperwork we filed with them. I have reached out on numerous occasions to the CFPB and have not had any resolution. How am I responsible for additional monies due when the reason for these additional costs is the mortgage companies ' refusal to process the sale offered.
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09/24/2020 |
Yes |
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- Trouble during payment process
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Web |
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In XXXX, a payment was taken out of our escrow account by our mortgage company, Mr. Cooper to pay someone else 's hazard insurance in the amount of {$7600.00}. We discovered that they had made the error in the early XXXX, when I found that our escrow balance was significantly negative on our monthly statement. I called the Mr. Cooper insurance department to find out what was going on and immediately, Mr. Cooper took responsibility for the error and told me our account would be refunded as soon as possible.
In XXXX, our mortgage was transferred to a new company and unfortunately, our negative escrow balance followed us to the new mortgage company because it hasn't been resolved. We are attempting to do a streamline refinance and can not because of the negative escrow balance that was created by Mr. Cooper 's error.
After numerous calls to the XXXX department, escrow department and escalations department within Mr. Cooper, the issue is still not resolved 4 MONTHS LATER! We have been told multiple times that a refund check was being mailed to us. When the check does not arrive as promised, we call back and get a different story from a different representative from the company. Mr. Cooper has assigned a escalations department representative to our account to help us resolve it, and she will not return calls or emails.
In my opinion, this is fraudulent. Mr. Cooper took money out of our escrow account by error and are not returning it. This issue has gone on for 4 months without resolution and we are running out of patience!
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11/14/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Trying to communicate with the company to fix an issue while managing or servicing your loan
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Web |
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This is a request for information as well as notice of error. On XX/XX/2023 RightPath Servicing responded to my complaint. In their response, on page 2 paragraph 2,3,4 and 5 RightPath Servicing quotes information found in my master insurance policy and states page 82, section A.2. states that building does NOT include any personal property within the individual units or limited common elements except as provided in Paragraph A.1.f of this endorsement. Then goes on to describe permanent attachments/fixtures to the structure such as electrical fixtures, built-in cabinets and countertops and appliances etc. as being personal property.
ANY permanently affixed fixtures, cabinets or wall & ceiling coverings ( paint ) and floor coverings ( carpet etc ) would NEVER be considered personal property in ANY type of insurance policy.
I am not sure where XXXX learned that what she has described as personal property is considered such but I am requesting the documents she has relied on to make such a claim.
It appears the response letter is a mix of language found within the policy and the letter provides no nexus to the claims made that these described features/fixtures of the condominium fall under personal property and are not covered by the All-In proof of insurance I have provided. Page 82, section A.2 and Paragraph A.1.f are mentioned but not provided to show that 1. These features/fixtures of the condominium are considered personal property and 2. These fixtures are not covered by the insurance policy.
Please respond promptly.
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01/08/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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XX/XX/XXXX : Contacted our lender, Mr. Cooper, via their online messaging center to notify them that they had the incorrect parcel number for property taxes associated with out escrow account. They responded to say they would be in touch soon. We were never contacted and no further action was taken.
XX/XX/XXXX : Mr. Cooper paid the wrong property taxes from our escrow account Early XXXX : My wife called Mr. Cooper regarding their failure to pay our property taxes and the funds that were misappropriated from our escrow account. They said they would research the matter. No further action was taken by Mr. Cooper.
XX/XX/XXXX : We were assessed a late fee on the late property tax bill.
XX/XX/XXXX : Contacted the XXXX XXXX tax collector. They said only Mr. Cooper could cancel the mispayed tax payment.
XX/XX/XXXX : I called Mr. Cooper regarding their failure to pay our property taxes and the funds that were misappropriated from our escrow account. Somebody named XXXX in XXXX Texas was going to follow up with the tax department. No further action was taken by Mr. Cooper.
XX/XX/XXXX : Contacted Mr. Cooper again regarding their failure to pay our property taxes and the funds that were misappropriated from our escrow account. XXXX in Texas said she was submitting a request for payment to go out immediately and for a refund to our escrow account. To date the taxes remain unpaid and no refund has been received.
XX/XX/XXXX : I began corresponding with the XX/XX/XXXX account on XXXX. I have been told they are researching the matter.
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07/19/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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Prior to covid 19 I had broken my hand and for most they could get through this me unfortunately I only have one fully functioning arm my right arm is about 99.9 % non usable that had started my late payments prior to covid I did go into a forbearance program with Mr. Cooper and at the time was never advised of certain things such as you can not have 3 loan modification nor can you refi during a forbearance program. I have tried to resolve this matter on several occasions with MR Cooper and comes to find that some mortgage info doesnt seem to be accurate which requires me to research 17 years of 3 different banks / services unfortunately with my situation I could never join the military to receive any help and there doesnt seem to be much help for others with a disability Im basically 35 thousand the cost of a new cheap car and I can receive zero help in my situation and I dont believe this is a fair act I lost family members during the covid out break and had to also be a care giver for my father that passed all Im asking is for the serviced to give me a chance to get back on track with my mortgage and they have refused to cooperate do to the guidelines that are set in place and Im pretty sure if I reach out to a law firm there will be justice there is no need for this to go any further other then corporate greed when at the end of the day they talk about something that doesnt actually exsist money its created out of thin air and we just pay the price back to inflation all I want is help this should not happen. Thank you
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11/17/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Over a year ago I petition this company Mr. cooper mortgage to remove my PMI. As the entire world has experienced housing prices going up. It is my assertion that mr. Cooper is engaging in malicious business practices in the XXXX XXXX community. Where I live is 80 % -90 % XXXX XXXX. They charged me {$100.00} for a brokers prices opinion and used comparable sales that catered to their narrative to ensure that I could not remove their PMI. They also have inflated my escrow every year since I have been with them. Please engage the CEO of the company. They have priced my home at the same amount it was on purpose to keep charging my account. I have paid every payment in good faith and am at an equity point that the PMI can and should be removed but they refused to do so. Even their website valuation too and every single site that help with evaluation shows my home is work XXXX. But they can back with a price of XXXX in an attempt to make sure myself and XXXX XXXX male is locked into paying more than my XXXX XXXX. This is malicious and needs to be investigated. When people of another race call for this same evaluation they are given a different level of service and consideration. They always turned around and solicited my to refinance. I wonder if I went and applied to refinance my home would they come up with a different valuation.
The result : I am asking that mr. Cooper mortgage remove my PMI immediately. They have not reasons to continue to change this account as I am under 80 % Ltv by every logical measure.
Thank you
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11/06/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Escrow, taxes, or insurance
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Web |
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My mortgage was transferred to Mr. Cooper from XXXX XXXX in XX/XX/XXXX. Since that time they have not paid my taxes due to the XXXX of XXXX. I received my first late notice from the city in early XX/XX/XXXX, and immediately called Mr. Cooper. I submitted all of the information as directed via email to their escrow/tax subcontractor twice. They still have not paid my taxes ( I called the city this morning, XX/XX/XXXXXXXX and confirmed I am now two tax payments behind ). Mr. Cooper is continuing to charge me escrow. I have contacted Mr. Cooper on six separate occasions and they have not resolved the issue. Part of the issue may be because my condo has a new tax ID as of XX/XX/XXXX. However, all the documentation I provided to Mr. Cooper includes the correct tax ID and I have directly told them to check the tax ID in my communications. As of XX/XX/XXXX ( my third attempt contacting Mr. Cooper ) it is impossible to get through the phone tree to speak to a live person so I have had to use the " chat agent '' feature. On XX/XX/XXXX my case was escalated to a supervisor and I was given an email address for her. I immediately emailed her and provided all the documentation I had plus my written notes on the issue and my attempts to correct it. She responded to my initial email but has not responded since.
Finally, in the course of all this I noticed that the amount I am charged for escrow is nearly {$100.00} more per month than is needed to pay my taxes. I have raised this issue but have not received a response from Mr. Cooper.
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02/22/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
On XXXX, I received my annual escrow statement from Mr. Cooper mortgage company regarding loan # XXXX, for property located at XXXX XXXX, XXXX XXXX, Texas. The statement indicated a shortage of {$3200.00}. This amount needed to be paid before XX/XX/2023 to bring the account current. On XXXX, I made an online partial payment to my escrow for {$1600.00} ( conf # XXXX ). I received an email confirmation clearly stating the amount and that the payment was designated for escrow. As a result of this payment the balance was {$1500.00}. On XXXX, I made an online payment for the balance of the escrow for {$1500.00}. I received a confirmation email stating the payment had been posted. This email was very vague in detail. It only contained the loan number and the date it was posted. IT DID NOT SHOW THE AMOUNT OF THE PAYMENT. I only noticed later. On XXXX, I check my bank account and found that Mr. Cooper had deducted {$3100.00} from my account. I called Mr. Cooper and spoke with XXXX who stated that the balance of my escrow AND my XXXX mortgage had been deducted from my account. We did a XXXX call with my bank and had the money refunded. I then went back onto Mr. Cooper website to pay the escrow balance of {$1500.00} only to find that the balance was {$2700.00}. I could not get an acceptable explaination from XXXX. When asked to escalate the issue, XXXX told me it would be XXXX hours before my call would be returned and that I would get the same explaination he gave. This is not passing the smell test. Something fishy is going on.
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07/28/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My name is XXXX XXXX loan XXXX.
I'm writing today because the balance on my loan should be lower than what it currently is.
On XXXX of 2018, I made 2 payments. One on the XXXX and one on the XXXX.
The 2nd payment should have lowered the loan balance to {$220000.00} All subsequent payments should have been based on that new lower amount.
Please reamortize the loan so the lower amount is reflected.
You can not just lower the amount owed by {$2000.00} at this time. You have to reamortize it to be accurate.
It is a lender error that the amount applied to the principal ( as shown below ) is the principal went down {$490.00} and also {$240.00} for the additional payment amount but it should have gone done {$2000.00}.
I don't want to file a complaint but this is my 2nd request to address this.
Thank you XXXX XXXX XXXX Additional Principal XX/XX/2018 {$240.00} {$240.00} {$0.00} {$0.00} {$0.00} {$220000.00} Monthly Payment XX/XX/2018 {$1700.00} {$490.00} {$900.00} {$340.00} {$0.00} {$220000.00} Additional Principal XX/XX/2018 {$240.00} {$240.00} {$0.00} {$0.00} {$0.00} {$220000.00} Monthly Payment XX/XX/2018 {$1700.00} {$490.00} {$910.00} {$340.00} {$0.00} {$220000.00} Additional Principal XX/XX/2018 {$240.00} {$240.00} {$0.00} {$0.00} {$0.00} {$230000.00} Monthly Payment XX/XX/2018 {$1700.00} {$490.00} {$910.00} {$340.00} {$0.00} {$230000.00} Additional Principal XX/XX/2018 {$240.00} {$240.00} {$0.00} {$0.00} {$0.00} {$230000.00} Monthly Payment XX/XX/2018 {$1700.00} {$480.00} {$910.00} {$340.00} {$0.00} {$230000.00}
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06/22/2021 |
Yes |
- Mortgage
- Reverse mortgage
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- Trouble during payment process
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Web |
Older American |
I am having delays drawing on my line of credit. The last draw I have made on my line of credit was in XXXX. Since then I have not made any draws. Recently I thought to make a draw being my equity is high and interests rates are low. I noticed my reverse mortgage statement says I have no credit line so I contacted the company and requested all monthly statements for my personnel accountant. I made my first request on XX/XX/XXXX. I have made numerous phone calls and have received numerous emails, however the company keeps directing me to different Customer Service representatives and they never answer my questions directly and refuse to elaborate on the figures presented on my monthly statements. A representative even went as far as saying if I don't use my credit line I can lose its growth feature. I just want to speak with Licensed agent and they seem to be obstructing me from getting direct answers in essence delaying me from making an accurate credit line draw. My mortgage service is with Champion Mortgage and I spoke briefly with numerous agents, but have not received direct reply from XXXX XXXX or XXXX XXXX for whom I have made a partial complaint. I need the monthly statements for XXXX - XXXX to get started and then I need the full reverse mortgage FHA rules. I have not made a full complaint because they have not given me my requested records. I NEED THE RECORDS TO SUPPORT MY CLAIM, ITS BEEN TWO MONTHS NOW AND I AM STILL UNABLE TO MAKE AN ACCURATE CREDIT LINE DRAW. HUD GUARANTEES MY CREDIT LINE DRAW WITHIN 5 DAYS.
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08/11/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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I have tried by the means of obtaining a modification in the loan, but it has not been possible, they always disqualify me for one reason or another, I understand that investors, bankers, lenders, opportunists, this situation is convenient in the economy is specifically with the Housing in all the United States, where an inflation has been created in an uncontrolled way, in my understand A created situation.
I hope this agency will be in charge of thoroughly investigating the situation that is actually living in this nation with reference to homes.
This company that I have the investor administrator called ( Nation Star ) now ( Mr. Cooper ) have been approaching thousands of properties throughout the country, making mortgage executions in most cases violating the law of the law of ( Respa ) The Real Estate Settlement Procedures Act Was A LAW PASSED by The United States Congress in 1974 and Codified as Title 12, Chapter 27 of the United States Code, 12 U.S.C. 26012617 ( Tila ) The Truth in Lending Act of 1968 is a United States Federal Law Designed to Promote The Reported Use of Consumer Credit, By required disclosures about its therms and cost to standardize the manner in which Costs Associated With Borrowing Are calculated and disclosa.
I hope from this agency your collaboration in the investigation of this ( Mr. Cooper LLC ) of its administration as they are carrying out all these procedures that take steps required by law, and which in my opinion are not doing it, the law is The law and nobody should be above it.
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07/04/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My mortgage company ( Mr. Cooper ) attached extra money to my payment to cover shortages in my escrow account. Shame on me as I should have explored this more thoroughly. I assumed since everything has increased so did my property taxes and insurance. After the second time I got hit with a shortage I started to investigate and found payments were made to people I have never heard of.
As soon as I found out about this I contacted my mortgage company ( around XX/XX/XXXX ).
The mortgage company told me they would look into the issue. When I never heard back I called again. This time I was told that they were trying to contact these people with no luck and that maybe I should do it myself. Of coarse I informed them that that was their job not mine. When I called a third time they were blunt that it would be my problem to contact this people and get THEIR money back! I called again last week to ask where my case was and I was told to call them on break at work to remind them to call these companies. This company bought my mortgage approximately 2 years ago and their customer service is the worst ever. below are the erroneous payments that I have paid from my escrow account.
XX/XX/XXXX XX/XX/XXXX {$770.00} XX/XX/XXXX XXXX XXXX XXXX CO {$1900.00} I typically pay extra every month to pay down my mortgage but have not since they raised my payment to cover these escrow overages. So this has significantly affected my payoff. Maybe that's what they want.
Please provide assistance on how to recoup these funds.
Thank you XXXX.
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12/17/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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I'm disputing a mortgage loan # XXXX, in which I have been denied for a loan modification after being in a Forbearance plan offer by Cooper when Covid 19 pandemic started. I have been placed into the Forbearance plan since XX/XX/2020 in which Cooper extended for 18 months this program claiming that I was going to received a solution. Now I have received a denial letter stating I have to reinstate my loan or else they will proceed with reporting my credit report that I am in delinquency and proceed for foreclosure process. First I want to start from the beginning when all this financial hardship started. When the government announce that we were under the Covid 19 Pandemic and that everybody had to stay at home obligated as a Government mandatory Shut down. This cause me to be into a burden hardship because I was able to work and with this also my tenants when thru the same situation were they couldn't pay me rent. This cause me to get delinquent with Mr. Cooper and they promise me a solution by placing into the Forbearance in the meantime government were going to come out with a solution. Now they are stating on the denial letter the reason of why I have been denied Insufficient Monthly payment reduction in which I never requested any reduction I only request a Deferral of all payments in which I was not responsible for what happen with the Pandemic. I was never late on my mortgage payments since the last recession of XXXXI am requesting for help to save my property I willing to accept any solution to keep my property.
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05/26/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
In XXXX of XXXX I signed up for XXXX XXXX to pay my mortgage to Nation Star Mr. Cooper Mortgage company.
Six mortgage payments from XXXX of XXXX to XX/XX/XXXX were sent to Mr. Cooper. I by mistake entered the wrong mortgage account number on my XXXX XXXX The correct For 6 months my XXXX XXXX XXXX was sending these payments to the wrong account.
At the same time Mr. Cooper was withdrewing the same amount every month through their auto pay and as a result of that 2 mortgage payments were moved to Mr. Cooper every month for 6 months from my XXXX account.
When I found out 2 months ago I contacted both Mr. Cooper and XXXX to solve this problem. They are both blaming each other. XXXX people say they have sent these payments and they were accepted by Mr. Cooper and they provided me with the proof of that these payments were accepted by Mr. Cooper. Mr. Cooper says since this account doesn't exist we rejected these payments.
Not only that but it's taking me many hours every day to contact someone from XXXX and Mr. Cooper trying to resolve this issue. I have spent so much time for the past 2 months talking to different representatives from both XXXX and Mr. Cooper without reaching a solution to this problem.
If these payments were sent and accepted by Mr. Cooper and Mr. Cooper rejected them then where did these payments go? My six mortgage payments that totaled close to {$10000.00} are lost and no one seems to know what happened to these 6 payments.
I would appreciate your assistance in resolving this problem.
Thanks
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01/24/2019 |
Yes |
- Mortgage
- Reverse mortgage
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- Trouble during payment process
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Web |
Older American |
My name is XXXX XXXX, and I applied for a Reverse Mortgage in XX/XX/XXXX with XXXX XXXX, now it is being service by XXXX XXXX. I have kept the property in impeccable condition and have kept Insurance and pay on the Taxes when due.
In the fall of XX/XX/XXXX following a storm, I was doing repairs on the Subject Property, and felled on hit my head on the pavement below. I did not go to the doctor, and over time the concussion caused a XXXX to develop and interfere with my memory, cognitive skill and I acknowledge, that I did miss my XX/XX/XXXX Tax Payment due no later than XX/XX/XXXX.
I received a notice for XX/XX/XXXX and it showed a unpaid tax for XX/XX/XXXX, and when I contacted the Tax Collector office, they told me it was paid by my Lender Nation Star on XX/XX/XXXX.
I HAVE NO PHONE NUMBER FOR NATION STAR. I called XXXX XXXX XXXX and could only talk to a robot. With my head injury, and little knowledge of XXXX, I was befuddle as to what I should do. I tried to pay the XX/XX/XXXX Tax, in XX/XX/XXXX, before going into the hospital, but was told that Nation Star had already paid. While I was in the hospital in the Intensive Care Unit, I received a Foreclosure Summons from the Attorney for Nation Star. I am XXXX years old, my Spouse suffers from XXXX, and I can repay the Bank for the Taxes they paid, but neither XXXX XXXX or Nation Star ever contacted me by phone, or letter about repaying the Taxes. I do not want to lose my home for XXXX. Seniors should not be treated this way by hauling them into Court on wheel chair.
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05/15/2021 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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My refinance loan was rejected by Processing Department based on incorrect information about two disputes that are over three years-old and/or paid in full. According to federal governments underwriting rules disputes over two years old and paid in full should be EXEMPT from consideration by the processing department. I suggest Mr. Cooper re-check their interpretation of the loan processing guidelines for these two disputes : 1. My wife 's credit report has a XXXX XXXX account ending in XXXX for {$460.00} is OVER 2 YEARS OLD and was PAID-IN-FULL 2. My credit report has nothing more than a " dispute comment '' related to the XXXX XXXX account ending in XXXX. The attached snapshot from my credit report shows a date of XX/XX/XXXX - over THREE YEARS ago! And the balance on my credit report is XXXX. In fact, this credit card account is active and current on all payments.
Please also note that I contacted XXXX XXXX to initiate the removal of these incorrect dispute comments, however, I don't think there is any valid reason under loan processing guidelines for my loan to be rejected over these disputes even if they are on my credit report. These disputes have nothing to do with my creditworthiness.
I have owned my home since XXXX and was never late on the mortgage for over 18 years.
I have a strong income and huge equity. The underwriters keep coming back to ask for very small value items and they require conference calls with creditors to clear up trivial items. A huge waste of time and a very unprofessional company.
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11/06/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
- Trying to communicate with the company to fix an issue while managing or servicing your loan
|
|
Web |
|
On XX/XX/31, Mr. Cooper experienced a cyber attack and shut down access to their systems. It is now XX/XX/XXXX, and Mr. Cooper has not updated their website with information regarding the steps they are taking to return to normal operating procedures. They have not provided the scope of the attack, nor any confirmation if data was accessed by the hackers. I can not call, I can not chat online, and the only way I can communicate with the company, seemingly, is by mail. This is an urgent situation that I do not feel the company is addressing in an urgent manner. They are functionally radio-silent on how they are protecting their consumers ' data. I have a right to demand proper treatment of the data they have for me and manage on their systems. Mr. Cooper has the most intimate details of my financial well-being, including Personally Identifiable Information like my address, social security number, and family details. It is utterly unacceptable that a company of this size can treat this information with impunity in response to the second cyber attack in 18 months this company has failed to prevent. It is negligent and morally reprehensible that I can not communicate with this company in a concerted effort to protect my information 's integrity. Furthermore, or perhaps even more egregiously, they have processed my mortgage payment while their systems are inaccessible, without confirmation or assurance that their systems are secure. This is grossly negligent and a cavalier way to treat their client 's rights as consumers.
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05/12/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
I entered into a mortgage which was subsequently sold to Mr. Cooper. Prior to the sale of my mortgage, the previous servicers had purchased property insurance on my behalf due to their not receiving the proof of insurance that I had submitted. They later received the proof of insurance and cancelled the policy they placed and the premium was refunded to the loan servicer. Subsequently, Mr. Cooper acquired my mortgage but the refund had not hit my account on the date of transfer. My Cooper has been charging me for an escrow payment of {$100.00} each month since that date even though I have no escrow account with them. Purportedly, it is to recoup the insurance premium that was refunded to the loan servicer. I've spoken to both the original loan service and Mr. Cooper on the same call and these facts have been confirmed and that I owe no escrow amounts. However Mr. Cooper has continued to charge me for the escrow improperly. In essence, they are stealing money from me because no amounts are owed and they agree that no amounts are owed. I've been dealing with this issue with them repeatedly for several months. Now when I try to speak to a representative, their customer service number will not allow me to speak to a person. You can only receive automated information unless you are requesting to refinance with them. I need your help it getting Mr. Cooper to stop stealing my money. I've asked them to apply all of the amounts they collected in error to principal but after several months nothing has occurred. Please help me.
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09/25/2022 |
Yes |
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- Struggling to pay mortgage
|
|
Web |
Servicemember |
Upon the federal governments announcement of the ability to freeze my mortgage payments a few months into the Covid-19 pandemic, that is exactly what I did. I had recently returned to the country out of fear of being stuck XXXX without possibility of acquiring a new XXXX. I froze my mortgage payments because of the complete lockdown we were facing. As it turns out, its incredibly difficult to find a job when all businesses are forcibly closed by government mandate. I requested to exit my forbearance plan in XXXX XXXX XXXX. Roughly 5 months after my initial request, my loan was packed with approximately XXXX other VA loans and sold to XXXX XXXX. I was told my process wouldn't be affected and would be completed within 30 days. A full year later a representative from XXXX XXXX informed that nearly all of my documents that had been submitted had expired. Every document they have requested from me has been provided to them with 1 work weeks time. I routinely have waited 2-3 months to receive any information from them regarding my loan. XXXX XXXX serviced by XXXX, has failed to properly retain the documents I have submitted to them, failed to correspond with me regarding my loan in any form of timely manner, and at face value appears to be delaying this process as much as possible in order to prevent me from receiving the VA loan modification I had originally applied for. Their gross incompetence and general disrespect for me as a consumer has me searching for legal help in order to hold them responsible for their actions.
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10/21/2022 |
Yes |
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- Struggling to pay mortgage
|
|
Web |
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We purchased our home at XXXX XXXX XXXX XXXX XXXX Il XXXX XX/XX/XXXX for {$81000.00} with a FHA loan. We paid on our home for approx 20 years and on XX/XX/XXXX it was allegedly assigned to Nationstar. At that time it was determined we owed {$83000.00} on our home which is more than we bought the house for. In XX/XX/XXXX Nationstar said we owed {$89000.00}, and XX/XX/XXXX Nationstar said at the time of transfer we owed {$130000.00}. On XX/XX/XXXX Nationstar gave us a payoff in the incorrect amount of {$250000.00}. All of these incorrect contradicting amounts seem to equal up to mismanagement of escrow and possible fraud. I am requesting an investigation into their accounting. Nationstar filled foreclosure against me and when we recently requested a modification we were told by Nationstar 's attorney XXXX XXXX XXXX, that the modification would be handled by her. She accepted the modification paperwork and when she was questioned if the modification had been approved she emailed, hey you were denied. We never received official notification from Nationstar which deprived us of the right to appeal the decision. When we emailed XXXX XXXX to request the denial notification we never received one. Nationstar violated FHA guidelines requiring face to face meetings, as they never initiated a face to face meeting claiming not to have any offices within XXXX miles of the property. Im requesting signed certified copy under penalty of perjury of the on and off accounting ledger of Nationstar 's servicing of the loan for payments.
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10/21/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
This is a complaint against Mr. Cooper, a mortgage servicing company.
This company took over servicing my loan in XXXX, XXXX. My homeowners annual premium was due on XX/XX/XXXX. I received a letter from my insurance company on XX/XX/XXXX advising me that my homeowner 's premium had not been paid, and that my policy was in danger of being cancelled for non-payment. I sent an email to Mr. Cooper thru their website on XX/XX/XXXX, asking why that had not been paid when it was due. I received a " form '' email in response several days later, advising me that it would take them 7-10 days to research this. That was interesting, because I could check on their website and find out in less than a minute if it had been paid. Several days after this response (? ), I received ANOTHER " form '' email, telling me that my issue was bring forwarded to the insurance department for review, and that they would be in touch following their " investigation '' into this not being paid. In the meantime, I am receiving calls and letters from my insurance company AND my insurance agent wanting to know if I was going to pay the premium. I have not heard anything from Mr. Cooper since I was told that it had been forwarded to the insurance department. I have ZERO faith in this company to service my mortgage properly. Now I am going to have to double check to see if my property taxes are being paid on time, as well as my homeowner 's insurance. I have not had ANYONE from Mr. Cooper reach out to me by email or phone to tell me what is going on.
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03/05/2019 |
Yes |
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- Trouble during payment process
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Web |
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My mortgage company XXXX XXXX no longer opens as XXXX instead https : XXXX, looks like a scam, no one seams to be aware that perhaps XXXX no longer exists, I WANT TO MAKE MY payment on time and NO ONE is aware of this, yet when I manage to contact them XXXX they ask for my loan #, I gave it to them and they kept saying NO you do not have a loan with us, and next they ask for my SS. to that I did not accept, again it is a mess this looks like 2008 again and they purposely transfer you to the automated system, if you say the wrong thing this will place you on hold, yet if you want to buy or you pretend to be a buyer the answer is immediate, and the loop starts again ....
On XX/XX/XXXX at XXXX I have tried again and again and no one knows what the XXXX is happening .... great XXXX XXXX Supervisor `` believed that the loan was purchased '', ... " we buy thousands and thousands of loan / portafolios '' stated the previous rep, Mr. XXXX stated that transferred to another " live licensed rep '' at the end of the call " sorry the representatives are gone for the day. ", Gentlemen, this really XXXX looks like 2008 again, this is destroying AMERICA and is happening during you watch, I hope someone does something about it, I can not imaging man and woman in uniform dealing with all this red tape, when instead of returning to his families they have to spend days trying to " PAY ON TIME THEIR MORGAGES ''. but you can always call Mr. COOPER .... right? sorry I forgot since is so big SO BIG you can do nothing about it.
Sad ..
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05/05/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Mr. Cooper has lied to us for 4 months. My last call in XXXX they assured me they would NOT pay the supplemental taxes. I sent a check for the taxes and the next day they sent a check for the same taxes. Then they set up our supplemental taxes ( one time payment XXXX to be escrowed and paid again in XXXX. I had to call and have them delete the future tax payments that were incorrect on our account. Long story short we have been overpaid {$910.00} at XXXX XXXX of XXXX since XXXX and Mr Cooper has lied to us every time we call, they have NEVER responded in writing to one of several inquiries, they now have inflated our mortgage payment again due to the error they made for money already paid. I am XXXX on Social Security and they refuse to take any responsibility for the errors they make. Most representatives are only concerned when you call about another refinance and never follow through or call back. I asked for office of the president last week and after 45 minutes they never called back again. I just spoke to them again, they have now transferred our loan which has escrow overpaid and they have inflated our payment. I even sent a check to them for {$740.00} to make up the difference of the overpayment. They lied to us for 2 months saying the money would be refunded to our account in 8 weeks or less and now XXXX XXXX is saying 90 days. We shouldn't have to deal with so many problems or never get a call back EVER from a mortgage company handling a half XXXX dollar loan. Not one reply to anything or follow up ever.
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12/24/2017 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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The XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX after twelve of my mortgage paid off with XXXX XXXX XXXX in XX/XX/XXXX illegally harassing me and filing illegal foreclosure action in XX/XX/XXXX with no proof of transferred of mortgage and illegal securitization without any proof under Federal Truth In lending disclosure act. In addition, Nation Star Mortgage also engaged in frivolous and debt collection as a separate company with no relationship or business dealing in any shape or form. XXXX XXXX XXXX cancelled and discontinue foreclosure action in XX/XX/XXXX for lack of proof of valid debt as a matter of law. In XX/XX/XXXX, XXXX XXXX XXXX XXXX has my property listed as cash management. I do not owed any mortgage. How can you have a mortgage of $ XXXX, $ XXXX, and $ XXXX. The debt debt instrument was refinanced in XX/XX/XXXX and paid off at closing. I am target of manipulation and illegal debt or security instrument. Instrument was disposed in XX/XX/XXXX. Been harassed 12 years latter. The subject property address is XXXX XXXX XXXX XXXX XXXX XXXX XXXX, ny XXXX.
XXXX XXXX XXXX XXXX located at share, XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, XXXX, NY XXXX represent XXXX XXXX XXXX XXXX. Telephone ( XXXX ) XXXX.
Nation Star Mortgage is located at XXXX XXXX XXXX XXXX, XXXX, TX XXXX.
Telephone ( XXXX ) XXXX.
XXXX XXXX XXXX XXXX XXXX XXXX located at XXXX XXXX XXXX XXXX, XXXX, FL XXXX.
XXXX XXXX XXXX XXXX, Attn : XXXX XXXX located at XXXX XXXX. XXXX XXXX, XXXX, TX XXXX with telephone ( XXXX ) XXXX.
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07/11/2023 |
Yes |
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- Struggling to pay mortgage
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Web |
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To avoid a foreclosure sale, I hired a real estate company and had the home put on the market. There were several offers received from buyers. I signed a contract with the highest offer and submitted it to Mr. Cooper along with a short sale application. Mr. Cooper sent both a real estate agent and an appraiser to evaluate the property. About a month prior, my real estate agent also recommended I order an appraisal of the property.
Mr. Cooper rejected the buyer 's purchase price and offered a counter offer. The buyer increased their offer by $ XXXX but wouldn't go up any higher based on the current condition of the house. I also submitted my licensed appraisal report to Mr. Cooper, which valued the home at $ XXXX. The buyer was only willing to pay $ XXXX because of the recent underground oil tank spill that caused there to be no hot water in the house. They were concerned about the potential cost of an environmental clean up. Additionally, there are tenants currently in the home that might remain after the closing and have to either be bought out or evicted, which is an additional expense. This was explained to Mr. Cooper and they were asked to reevaluate the value of this property. They rejected the counter from the buyer.
We asked them to release their appraisal report and BPO that they were using as a means to reject the current contract price and they refused to release either report. I checked my statements and they had charged a fee for the valuation but said they were not obligated to share the reports.
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04/04/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account information incorrect
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Web |
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We have disputed this error twice with Mr. Cooper for our home loan that they say we missed a payment on. In 12 years of owning 5 homes, we have never missed or been late on a mortgage payment.
1. Our loan was originally owned by XXXX Home Mortgage in XXXX XXXX. XX/XX/XXXX, we started a cash-out refi with XXXX XXXX 3. XX/XX/XXXX, our final payment was made to XXXX Home Mortgage.
4. Sometime between XXXX and XXXX, Mr Cooper purchased the loan from XXXX.
5. XX/XX/XXXX, XXXX XXXX sent pay off to XXXX XXXX XXXX XXXX. XX/XX/XXXX, XXXX rejected payment and notified XXXX XXXX that Mr Cooper had purchased the loan 7. XX/XX/XXXX, XXXX XXXX notified us that Mr Cooper had purchased loan. This was the first we had heard that Mr Cooper had purchased the loan.
8. XX/XX/XXXX, Payoff sent to Mr Cooper and account closed.
RESPA guidelines say there is a credit reporting blackout for 60 days after a loan changes companies.
1. Mr. Cooper shows Our last payment to XXXX was made in XXXX.
2. Mr Cooper did not pick up the loan until XXXX.
3. Mr Cooper received payoff for loan in XX/XX/XXXX.
After talking with multiple people at Mr Cooper over the last 6 weeks, everyone is in agreement that this is within the 60 day window that a missed payment should not have been reported to the agencies.
Our credit scores were lowered by 70+ points and we are trying to purchase another home. We have called Mr. Cooper 13 times since XX/XX/XXXX, filed 2 credit disputes with them, and the have responded that there is nothing to dispute.
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07/21/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
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I refinanced my home with XXXX approx 18 months ago. XXXX transferred my mortgage to XXXX who, in turn transferred it Mr. Cooper on XX/XX/XXXX. In XXXX of XXXX, I accidentally paid my mortgage twice. I contacted XXXX and they said I could fill out the forms for a refund or when they transfer the loan to Mr. Cooper, they would tell them that my first payment was due XX/XX/XXXX. As you'll note from my emails this did not happen. In addition to the email, I have talked to someone at XXXX and Mr. Cooper over 15 times since XXXX.
Each time, I would say, " I need this resolved and I'm worried that this will reflect my credit ''. I was assured it would not affect my credit while it was being investigated.
Because I was being told so many different things from so many different people I decided I couldn't trust what I was being told so in XXXX, I paid the mortgage payment that I didn't owe just to prevent any future problems. I have owned my home for 30 years and have never missed a payment.
I just received notice from one of my creditors last week that Mr. Cooper, had, in fact, put a derogatory " missed payment '' on my credit report. My score immediately went down over XXXX points.
I have emailed Mr. Cooper and talked to a service rep. They have not returned my email and the service rep was going to talk to a supervisor and get back to me. They have responded to neither.
I tried 7 on your side first and they suggested I contact you.
Thank you.
XXXX XXXX ( XXXX ) The Loan may be under The XXXX XXXX XXXX
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03/29/2020 |
Yes |
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- Incorrect information on your report
- Account information incorrect
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Web |
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In XXXX 2017 Hurricane Irma hit Florida. This resulted in a federal disaster area being declared. We had uninsured losses on our property and saw in the media that people could get a forbearance on their mortgage. We decided to look in to this to help us cover our losses. We called Nationstar/Mr. Cooper and they put us on a forbearance program for our XXXX, XXXX and XXXX payment in 2017 and were told this would NOT adversely affect our credit. We were lied to and told the payments would be added on to the end of the mortgage. We found out subsequently this is was not true when we began receiving collection notices and foreclosure threats. They then told us we could apply for a modification. However, at the end of the 3 months we brought our account current. However, Nationstar/Mr. Cooper reported our loan as late payments for those 3 months to the major credit bureaus. It should also be noted that during this " forbearance '' we continued to make the escrow payments on our mortgage so as not let those cause an escrow shortage. Their own website says that " if you do not bring the account current at the end of the forbearance or enter a workout plan to bring the account current, you will be reported as delinquent. '' This implies that as long as you bring the account current, which we did there would be no adverse reports to the credit bureaus. I have tried disputing this with the lender and the credit bureaus and every time the lender says the info is accurate thus continuing to show late payments on our reports.
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09/10/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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How do these people get away with what they do to people!?!? They told us, In order to do a moderation you cant make payments on the account until the moderation has gone through. Well, 8 months later after a very lengthy conversation back and forth of why the moderation was never sent to the under writers. Literally things like the phone number was in the wrong place so we had to resend the documents or the address was to low, or the name wasnt legible, you name an excuse, they gave it to us. So once they said too much time had gone by and wed have to start over again, I said no way, because for one they put our house into active foreclosure!!! It set to go for sale on the XXXX. We are trying to send them the money. They dodge our calls, put us on hold and hang up, give us bogus ways that they know wont work to get the money to them because they want our house! Not to mention, every time I call them they tell me this amount is good until the sale on the XXXX, then I finally get someone, by getting around their dodging us and the amount goes up XXXX $ more in 2 days!!!!!!!!
Im lost and only have a few days left. Someone please help me and let me know what to do. We cant loose our house because they want our oil and gas land!!!! Please HELP!! Tell me what I can do to stop this! We live in a small town and dont have attorneys-that are big enough to take the case. Im so lost. How do they get away with this???? Why is this legal??? Why isnt there more help out there for people being victimized by these big banks????
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04/19/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Older American, Servicemember |
on and about XX/XX/1920 we called mr cooper who is our mortgage co about there forbearance plan spoke to XXXX XXXX a rep from me cooper asked him how it worked to delay payments as we are seniors and having difficulty at this time he seemed to not know how to explain to us the program my husband kept asking him questions he said we would have 3 months of no payments but when my husband asked how we pay back he kept giving us different answer he kept giving us different money figures how we pay it back it didnt make sense to us so my husband figured out and gave him what it was going to be {$2100.00} added on to our monthly alternative wasnt acceptable to us we told XXXX we needed to think about this letter dated4XXXX came in saying we were accepted gor this program we never okayed this this is fraud against me cooper and XXXX XXXX we received this letter on XX/XX/1920 we told her we never said we wanted to do this they also discontinued our autopay shw was sending a stop order on on XX/XX/1920 we also paid our mortgage payment to her that day she said it would take 3-5 days then my husband called on the XXXX because nothing was cancelled for the forbearance as of the XXXX nothing has been done XXXX XXXX deceived ud and has caused us stress in a time that people have there health and money problems they did us a disservice we as we feel we dont want our account with me cooper anymore feel that should pay off our account with them or transfer us to a reliable company fraud has not they way a company should be run
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03/13/2020 |
Yes |
- Mortgage
- Other type of mortgage
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Web |
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My home loan was sold to Mr. Cooper in XX/XX/XXXX. Since the beginning of working with them they were rude and deceptive. Due to the awful treatment we decided to refinance. We started this process on XXXX XXXX XXXX. During this process Mr. Cooper was misleading to our new lender and trying to keep our new loan company from completing the refinance. They lied and said our loan had been sold, they repeatedly gave inaccurate payoff amounts. Due to this delay we waited weeks to complete our refinance. In that time our PMI was paid out of escrow for the XXXX year ( we bought the house in XXXX of XXXX paid PMI in our loan closing [ line 902 on the loan disclosure I have included ] and have paid every year since [ as the statement from XXXX I have attached shows ] ). I have attempted to get this money back but again I have experienced road blocks and lies. I was told that the PMI was for XXXX so I cant get a refund ( during this entire process to this point everyone agreed the PMI was for XXXX ). Then the agent told me they would have added it to our payoff amount anyway so why am I complaining ( I dont understand why they are entitled to this if I am closing my loan ). But on top of that they tried to charge us over {$2000.00} for additional PMI in our refinance. Mr. Cooper agreed that this was a mistake ( intentional I really believe ). The {$2000.00} is supposed to be refunded. I would also like the {$680.00} of PMI taken in error refunded. This company should not be allowed to continue to deceive buyers this way.
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12/06/2023 |
Yes |
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- Trouble during payment process
- Escrow, taxes, or insurance
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Web |
Servicemember |
Our mortgage was transferred from XXXX XXXX to Mr. Cooper. In Mr. Cooper 's letter of XX/XX/2023, we were notified that derived from its escrow analysis there would be a shortage and the amount needed to bring the account current would be {$2200.00}. In past years, prior to Mr. Coopers acquisition of our mortgage obligation from XXXX XXXX, when such an analysis had resulted in a shortage, we paid that amount, primarily to keep our payments as steady as possible as we rely on fixed incomes. Therefore, we paid this shortage but to our amazement and utter surprise, we have been informed that the monthly payment would still increase as the action of paying the shortage did not result in what we were attempting to accomplish.
In several conversations we have been unable to get an answer to why the monthly payment amount has changed so significantly. As noted in these calls to their representatives, my understanding of the escrow analysis and the subsequent is that he analysis is a projection of, and for protection against any shortage during the ensuing 12 months. Additionally and more importantly, the information provided by Mr. Cooper on its internet page states : You can prevent this additional monthly payment increase by paying the shortage as a lump sum before the new payment effective date, but this lump sum payment is not required and is completely voluntary. We paid the shortage. The staff members to whom we spoke say this is not the procedure and there is no recourse. Our monthly payment amount increased.
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12/20/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Older American, Servicemember |
To Whom It May Concern : I would like some help if I can get it. The service company I have for my mortgage is Nationstar Mortgage/AKA MR. Cooper Account Number XXXX. I have owned this home since XXXX. In which several banks and services companies have taken it over. I previously got behind in the mortgage in the amount of XXXX. I fell in the arrears because the occupants caused several thousands of dollars to my home including replacing the heat and air system. Plus several medical bills as I am a XXXX XXXX veteran exposure to XXXX XXXX and doing the best I can to solve all these problems.
I sent Mr. Cooper XXXX In XX/XX/XXXX which I was sending another XXXX by they end of this week. Which brings me up to date with the mortgage. Mr Cooper advises that they will not except the payment even though they have already process the first XXXX and will not return it so I can't pay the full amount of XXXX. to bring the loan current. Instead they have sent it to an ATTY. XXXX XXXX in XXXX Georgia. inturn they are keeping my first XXXX and I can't pay the XXXX if they do not sent it back so I can sent them the full payment of XXXX If you research you will find hundreds of complaints filed against this company, along with a few government law suits against this company. This company is corrupt as the day is long I can't afford to loose my home as it has XXXX in equity will be used to get my kids through college Can you please help Regards XXXX XXXX XXXX XXXX XXXX XXXX Home Address XXXX XXXX XXXX XXXX XXXX, Georgia XXXX
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08/08/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Mr. Cooper acquired my home loan from XXXX Mortgage in XX/XX/XXXX, which included a homeowners insurance policy through XXXX by XXXX which was to be paid via escrow.
In XXXX of XXXX, I began receiving notices from Mr. Cooper that our home insurance policy had lapsed and they would require new proof of homeowners insurance. After contacting XXXX, I learned that Mr. Cooper had made a partial payment on the homeowner 's insurance premium from escrow in XX/XX/XXXX and then made no further payments. After multiple attempts to contact Mr. Cooper to resolve the situation, XXXX allowed the insurance policy to expire for non-payment in XX/XX/XXXX. I was not notified by Mr. Cooper the policy had lapsed until receiving the aforementioned letters in XX/XX/XXXX. It is my opinion, and the opinion of XXXX, that the fault for non-payment lies squarely with Mr. Cooper.
Because of this situation, I had to acquire a new and more expensive homeowners insurance policy through XXXX by XXXX. In addition, Mr. Cooper bought homeowners insurance on our behalf to cover the period during which the original insurance lapsed, which was much more expensive than the original policy. There are also the countless hours spent on the phone with Mr. Cooper, navigating their antiquated automated phone system, speaking with incompetent representatives, dealing with multiple transfers to different departments and dropped calls.
To date, resolve this mistake on the part of Mr. Cooper has added hundreds of dollars to my monthly mortgage payment.
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05/19/2019 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
After a contentious divorce Mr. XXXX and former tenants devised and executed a mortgage fraud scheme involving residential property located at XXXX XXXX XXXX XXXX. XXXX, Oklahoma and a forced foreclosure short sale. The scheme involved aggravated identity theft, false representations to mortgage lenders on behalf of the defrauded out-of-state owner ( ex-wife ), while guarantying tenants and rental payments to new buyers.
Neither the official divorce decree nor final court order awarding the division of real property to the ex-wife were disclosed to the financial institutions which approved and funded the illegally refinanced ( VA backed ) mortgage loans and lines of credit.In XX/XX/XXXX, fraudulent lis pends ( foreclosure action ) copies were physically served to the ex-wife revealing her forged signature on numerous conflicting financial and legal court documents spanning from XX/XX/XXXX - XX/XX/XXXX.
A temporary restraining order was issued against Mr. XXXX in XXXX, XXXX after he threatened his ex-wife with witnessed statements to burn down the house and collect the insurance on the disputed property. There has been no relief from the negative credit reporting, and no formal investigation or follow up response regarding the egregious interstate identity theft and unresolved VA backed mortgage fraud.
Disputed Property Address : XXXX XXXX XXXX XXXX.
XXXX, OK XXXX Original VA Loan Guarantor : XXXX XXXX XXXX SS # XXXX Ph : ( XXXX ) XXXX - XXXX Current Address : XXXX XXXX XXXX XXXX XXXX XXXX XXXX, FL XXXX
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11/20/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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In XXXX Of last year we called Mr. Cooper they made arrangements for us to pay 6 reduced payments. We had been displaced from the huricain and our property was flooded. They said that if we made all 6 monthly payments then at the end they would modify the loan. We could go back to paying around what we had been paying before the huricain. After the 6 months we contacted them and they said we were waiting on the underwriters to finish the paperwork. This went on for months. I called many times to try to get a time or date that the papers were coming. I was told they would be in the mail and to expect a XXXX package and to return as soon as possible. Never got them. I would call to see when they were sent and XXXX would say the underwriters were not done yet, any day now. Finally I called and he said that to much time passed and I needed to file another disaster modification. I told them that I felt it was wrong, wouldn't do it. They wanted me to file to see if I could take the loan with my credit. I told them that XXXX XXXX denied me already when my dad first passed away in XX/XX/2017. My credit is bad and if I ever did get approved through my credit that the a.p.r. wpuld be much higher than my dad had. My dad left everything to me and I did everything they asked. Now they are saying that my payments are late. They said not to make any payments untill the modification was done and now bc of this we are not compliant. They say that all the phone conversations are recorded but refused to send me a copy of them.
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12/04/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Paying off the loan
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Web |
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Regarding Mr.Cooper home loan XXXX Since a XXXX XXXX, 2023 email from Mr. Cooper was sent to ( all? ) clients, telling of a complete company shutdown, I attempted to contact Mr. Cooper to receive a payoff letter.
For weeks there was no ability to contact MrCooper, not phone, nor writing, nor internet. I was not able to find current contact/correspondence information and my most recent information from them was years old. Finally, on XX/XX/2023 I was able to gain access to corporate telephone numbers and MrCooper 's website.
On XXXX XXXX, 2023 I utilized their company website to request a payoff amount letter. Their website claimed 4-6 days processing to deliver a letter to me via their website. Non have arrived as of XXXX XXXX.
I spent several hours attempting to call the customer service agent " assigned '' to me, to be disconnected in the voice prompting jungle each time. I did make contact with two agents on subsequent days, with me having over a one hour conversation with the second agent. The conversations yielding much different and conflicting information as to the payoff request process and the turn-around time required. 4 days? 6 days? Web? Email? process of notice to me that the letter was available, etc .... all conflicts with what the Website stated.
Mr. Cooper has a public foreclosure sale scheduled for XX/XX/XXXX. It is impossible to payoff a loan when the mortgage company will not provide the legally required information IN THE MANDATED timeframe. ( Federally mandated max. of 6 days? )
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10/16/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Since acquiring my loan late XXXX, Mr. Cooper has misapplied regular payments as " Additional Principal Payments '' repeatedly and then marked the month the payment was intended for as " late '' and tacked on fees. Part of this issue seems to stem from the automatic payment for the XXXX of the month arriving early and Mr Cooper 's system simply can not handle receiving early payments ( I've even be asked to send payments in after the due date to avoid this issue ).
This has previously impacted my credit score as XXXX XXXX system reported me delinquent even though they had received ALL payments in a timely fashion and I was actually being reported delinquent for paying them one time or a little early ( one or two days prior to payment due date ).
This has been an ongoing issue with Mr Cooper staring on XX/XX/XXXX when they misapplied my XX/XX/XXXX payment as extra principal instead of the XXXX payment and then marked XXXX as late. I continually have to monitor this account to avoid being reported to the credit bureau 's again due to Mr Cooper 's negligence in handling my account.
Why am I being told to pay my mortgage after the due date to avoid late fees? So I have to pay late to avoid late fees? It's a terrible way to do business and after 3 years I'd think Mr Cooper would have enhanced their system by now to recognize an early payment.
I'm attaching the history Mr Cooper recently sent showing how they have mangled this account making it extremely difficult to figure out just what it is they are doing.
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02/01/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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We closed on a newly built home on XX/XX/XXXX. Our loan was immediately sold from our originally lender to Mr. Cooper Mortgage. We were paying $ XXXX with {$510.00} being allocated to our escrow account.They ran escrow analysis on XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX and again in XXXX XXXX In XXXX XXXX XXXX Mr. Cooper failed to pay our property taxes. XXXX XXXX assessor confirmed the property value at XXXX with an assessed adjusted taxable value of XXXX in XXXX XXXX XXXX With the average property taxable value for our zip code being great than XXXX. In XXXX XXXX they came to the conclusion that my monthly payment should be lowered bringing my escrow from $ XXXX to $ XXXX. Paid my XXXX property taxes in XXXX XXXX XXXX leaving our escrow at {$510.00} - less than the known amount of our homeowners ins cost ( which they would be paying in 3Mo ) not including any amount to go towards property taxes. Paid our homeowners ins for XXXX XXXX XXXX leaving our account at- {$150.00}. Never were we notified of the significant deficient in our escrow. Now XXXX XXXX XXXX they have notified us of the deficient. Our latest statement XXXX shows- {$3700.00} in our escrow. Our escrow statement from XX/XX/XXXX shows a shortage in the amount of {$5400.00}. Then on XXXX another escrow analysis was ran showing the shortage at {$4900.00}. Ultimately, increasing our payments by either $ XXXX ( there shortage statement from XX/XX/XXXX ) or {$670.00} ( there shortage statement as of XX/XX/XXXX ) - not sure which is accurate.
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09/27/2023 |
Yes |
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- Struggling to pay mortgage
- An existing modification, forbearance plan, short sale, or other loss mitigation relief
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Web |
Servicemember |
I had lost my job in the heat of the pandemic. I was out of work for several months and Mr.Cooper had suggested a deferral program to move our monthly payments to the end of our loan then resume regular monthly payments at any time.
Grateful for their flexibility we agreed. After about 6 months we were ready to resume payments on our mortgage. We were told by a Mr.Cooper rep that we are still within our window to continue our deferral that we could do so for a full year. Feeling again grateful, we agreed to defer payments again. Until a few months ago we contacted Mr.Cooper to discuss the details of repayment and we learned that deferral was no longer an option for VA loans and that we would need to be enrolled in a forbearance payment plan which doubled our monthly payments.
-We were never informed by Mr.Cooper of the change and asked if we wanted to continue our deferral.
-We called multiple times inquiring about our mortgage and getting info to resume payments and assured we were fine.
-Now the only option is to double our monthly payments or pay a lump sum of $ XXXX.
-All the blame was passed to the VA and not to Mr.Cooper who failed to inform us of our options sooner.
This does not seem fair to be provided false information then forced us to agree to increased payments that we can not afford. This causing hardship on our family that is not our fault. No consideration for their responsibility to customers. We have placed our house on the market in hopes of selling to get out of this agreement.
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12/05/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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1 ) Nationstar Mortgage LLC d/b/a as Mr. Cooper, the mortgage servicer, lost XX/XX/XXXX payment and refuses to admit it. Please see following : XXXX XXXX billing statement, USPS receipt and Certified Mail ; signed and postmarked Certified Mail ; Return Receipt Requested green card ; copy of XX/XX/ most recent letter to servicer again explaining situation.
2 ) Further, on XX/XX/, Nationstar sent me a Escrow Review Statement showing a shortgage after the XXXX payment of the 2nd installment of XXXX taxes of {$1200.00} when, in reality there was an excess after their XXXX payment and they want to increase the monthly tax escrow deposits in an amount to accumulate an excess of {$1500.00} or 16.7 %. This should be considered excessive. ( See XX/XX/ letter. ) Copies of the Escrow Review Statement and my, separate analysis indicating a lower monthly tax escrow deposit also follow. Home owner 's insurance premiums are paid directly by me and are not included in the escrow. The policy is current.
Instead of resolving this problem, Nationstar has notified me that it has sold the rights to service my mortgage to XXXX XXXX XXXX XXXX XXXX of XXXX XXXX,XX/XX/XXXXUT effective XX/XX/2020. I expect trying to resolve these issues with a new servicer will be nearly impossible, especially the lost payment which XXXX XXXX XXXX does not have in their possession, and would require an extensive amount of time. In the meanwhile, they may be likely to report late payment to the credit bureaus.
There are 8 pages of attachments.
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07/11/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account information incorrect
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Web |
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In XX/XX/XXXX I financed my home with a USDA rural housing loan for {$100000.00}. XX/XX/XXXX I put my home up for sale at XXXX XXXX XXXX XXXX, PA XXXX with XXXX XXXX XXXX due to employment need. The home could not sell and foreclosed XX/XX/XXXX {$2400.00} to the Mr.Cooper Bank whom was serving the loan at that time. On XX/XX/XXXX the Bank sold said home at auction for XXXX and the consumer later sold the home to its current owner for {$110000.00}. In XX/XX/XXXX I was notified by Mr. Cooper that the USDA insurance coverage satisfied the balance roughly {$33000.00} which was in line with my loan type. The account was reporting as early as XXXX on all major 3 credit reports as {$0.00} balance. However I discover Mr.Cooper Bank started reporting the mortgage again for the loan amount of {$100000.00} as if they never received payment. I called Mr.Cooper at XXXX on XX/XX/XXXX and spoke with XXXX representative in TX who informed me that is was I still owe and that she had no record of sale and or money received from USDA funding which guaranteed the loan. And because of that they had a right to report the balance as unpaid. The loan # is XXXX. She say the property is currently bank owed, a completely false statement. Public record shows this property was sold at auction! And Federal Money paid the remaining balance. This bank is in violation of FCRA and Fair Debt Collection Acts. This misinformation is impacting my debt to income for a new loan. Also the are trying to collect money for a loan that was satisfied.
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02/13/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Servicemember |
Mr. Cooper a mortgage holder for my home loan also manages an escrow account used to pay my property taxes, and insurance. On XXXX, my wife contacted Mr. Cooper and requested our property taxes be paid. They are currently due to the county of XXXX XXXX, and will be past due on XX/XX/2020. We are refinancing our home loan with another lender and communicated this to Mr. Cooper 's escrow department. She even spoke with a supervisor of the escrow department and was informed they would only pay the current taxes 10 days prior to XX/XX/2020. Mr. Cooper was reminded that they were within the 60 days and should be paid the taxes now. They refused to provide the monetary payment to the county of XXXX XXXX. I called Mr. Cooper and also attempted to request they pay our tax bill on XXXX. Again they refused and would not discuss their refusal to pay XXXX XXXX County other than " it is our policy to wait until 10 days prior to your bill being delinquent to pay. '' We requested that our escrow account by closed and the monies returned to us, so we could make the payment. They insisted our debt ratio was to high, I informed their staff our home had a recent certified appraisal completed and was below the 80 percent threshold the State of California required to close the escrow account. They refused to accept a certified appraisal and would only look at the amount of monies their company financed four years ago. When they were reminded the value of property had increased they would not listen or allow for an adjustment.
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02/07/2023 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
My mortgage was bought by mr cooper XXXX XX/XX/XXXX- I paid my last payment to XXXX XX/XX/XXXX and next payment with Mr cooper as advised XX/XX/XXXX. Every payment went ok for XXXX XXXX then in XX/XX/XXXX began to get rejected. XX/XX/XXXX rejected- I tried to make that payment again XXXX XXXX it was reversed.
XX/XX/XXXX I made two payments and they were both reversed.
Upon messaging the company I was told my bank account must have been entered wrong ( odd because it had been fine prior? ) however I re entered the info same as it existed on the page! And re submitted. They have already hit my credit multiple times and assessed XXXX fees.
The only answers I have got were via a XXXX on their XXXX account and she stated I owe the payment that the last mortgage company didnt forward for me but I have proof of draft from bank that it was paid in XXXX.
I have also got MANY letters saying my payments are needed, my va loan is at risk and they can not reach me. My information has never changed- I only have one phone number and have never got a phone call until a message I received Friday XX/XX/XXXX from thomasette (? ) and i attempted to call her back 3 Times over a hour and a half and left one message also.
Ive found that multiple persons are also having issues with this company? Im unsure if they are intent on pushing homeowners into foreclosure or what but its very scary. I never applied for any XXXX assistance or been late on my payments- their refusal and reversals of payments have caused the issues
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01/11/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Our new home mortgage was sold by XXXX XXXX XXXX to the Mr. Cooper/XXXX XXXX XXXX, effective XX/XX/XXXX. We made our first payment in the amount of {$4200.00} on XX/XX/XXXX. The funds were posted and allocated correctly.
The 2nd payment we made posted on XX/XX/XXXX in the amount of {$4200.00}. When we received our statement, we noted that the total amount of the payment was applied to our principal loan amount. No portion was applied to interest or escrow. Also, our escrow balance was reduced by {$1000.00} and additional {$96.00} was taken out for PMI which had already been deducted.
We contacted Mr. Cooper/Nationstar twice on XX/XX/XXXX to attempt to have our payment of {$4200.00} properly allocated and to determine the status of the missing {$1000.00} and an explanation on why an additional month of PMI {$96.00} was debited.
The call center persons at Mr. Cooper were unable to explain why they posted our entire payment to principal without our approval. They were also unable to determine why {$1000.00} was taken from out account and where it now has been transferred. Finally, there was no explanation as to why additional PMI was withdrawn. We were told that they would provide us with a response and correct the account within 24 hours. As of today, XX/XX/XXXX, we have had no response from Mr.Cooper/Nationstar and our online account has not been corrected. We are obviously very concerned that the payment on our mortgage was misappropriated as well as there are now funds missing from our escrow account.
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05/04/2023 |
Yes |
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- Trouble during payment process
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Web |
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This started back in XXXX of XXXX XXXX XXXX, My payment was reversed because of what was told to me by the mortgage company that it was because of technical issues with their new payment system so I made. The payment again it was reversed again. And then finally it went through this happened again in XXXX. I called in XXXX checked and they said my payment was OK.I called in XXXX to make a payment and they said it was reversed again I made i The payment again then they had said that one of my payments was not processed and now I was behind, So after trying to figure out what was going on and why my payments were being reversed they said that their system was fine nothing was wrong and that it Was my fault due to some issues with accounts, So it's worked out a payment arrangement so that I would not be affecting my credit score. Nor would it affect the chance of losing my home. I noticed that it did get reported on my crebut after calling and trying to figure out what was going on again. They made it seem like it was my fault. ''Why didn't I ask if this would affect my credit report? '' This company has been nothing but problems for the last few months I have constantly called and tried to resolve the situation and they may Make it as if it is my fault yet. I don't get a clear insight as to what is going on. Why my payments were reversed why it is affecting my credit When I am on a payment arrangement so that it does not affect my credit This company has showed a complete lack Empathy And customer service.
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04/26/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
Servicemember |
Mr Cooper started an escrow account for our homeowners insurance without our asking. They wanted to hold up our refinance because they say we owe them money they paid on our homeowners insurance. We paid our mortgage & homeowners insurance on time for our entire mortgage, but out of nowhere they decided to add an escrow account which we never asked for. I spent over 2hrs on the phone with Mr Cooper on XXXX, from XXXX to past XXXX. I spoke with XXXX, XXXX, & XXXX XXXX ( XXXX ) among others, & got our title company on the phone to talk to them. I talked to XXXX, who said they received payment from my wife for our insurance, but had not received payment from Mr Cooper ; they could not reimburse us or make us whole for money they had not received. My conversation with Mr Cooper ended after 2hrs 55mins while waiting for a supervisor from the dept which paid the insurance without asking. Mr Cooper was never able to tell me the Name of who decided to pay the insurance without our asking ; there seemed to be no real accountability for this decision made inside their company.
at the end of the call, we had to pay them 1,465.88 $ for the insurance and some interest they added to the account ; XXXX XXXX XXXX acknowledged that I was being charged on the basis of a mistake which Mr Cooper made by paying the insurance, not through any mistake of my own. If we hadn't paid, they would have held up the Refi, & we wouldn't have got the rate we had set up. I am now waiting for a supervisor from Mr Cooper to call me back.
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09/05/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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On XX/XX/XXXX, I submitted the second of two loss mitigation packages to Mr. Cooper f/k/a Nationstar Mortgage, showing that I had the income to qualify for a loan modification using 31 % of my gross monthly income. Despite my eligibility and financial qualifications for a loan modifications, Mr. Cooper issued a denial letter to me only six days later on XX/XX/XXXX, stating that XXXX XXXX XXXX, XXXX, the owner of my mortgage, does not allow loan modifications and therefore Mr. Cooper could not evaluate me for a loan modification. The XX/XX/XXXX letter constitute unfair and deceptive practices. This is because both statements referenced above are patently untrue and are made at my expense so that Mr. Cooper could unjustly enrich itself with foreclosure fees and XXXX XXXX XXXX, XXXX. could unjustly enrich itself with equity from my property. I know that XXXX XXXX does indeed offer loan modifications because 1 ) XXXX XXXX offers loan modifications in its Home Preservation Division and 2 ) it was required to do so under a settlement which Mr. Cooper reached with the Massachusetts Attorney Generals office which was recorded with the XXXX County Superior Court on XX/XX/XXXX. I have now submitted four loan modifications to Mr. Cooper and its predecessor, Nationstar mortgage, and am informed that I have an anticipated foreclosure on XX/XX/XXXX. I need the CFPB 's help to compel Mr. Cooper to approve my loan modification application. Please contact Mr. Cooper 's Office of the President and help me save my home.
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09/15/2022 |
Yes |
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- Trouble during payment process
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Web |
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I recently found out that my mortgage loan was bought by XXXX by mr cooper ( Nationstar ). Who has quite the track record i found out through this entire ordeal. About a month before my homeowners insurance was due i reached out through their electronic system requesting that they pay my home owners insurance as i was getting notifications that the due date was approaching. A few days later i received a message about how it would be taken care of. Around a week after the due date i get an email notifying me how the company did not pay my insurance premium and how i was in danger of loosing my homeowners. After spending hours upon hours on their phone system i was able to submit proof of my insurance, which is doesnt make sense because the last two companys that bought my loan never needed or requested that information. As far as i know you cant have a mortgage unless they have the home owners information on file. Ive found several hundred reviews that this company uses this tactic to get you off your insurance so they can stick you with their more expensive less coverage homeowners insurance, which should be illegal. So far my policy has been closed. The insurance people say they still have yet to receive any kind of payment even though mr cooper swears that the payment was sent out. And now im responsible for any fees, charges regarding lapse of coverage, etc.. Plus i recently had a homeowners claim approved that im scrambling with because the nature of the whole issue does not look good in general.
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12/20/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
Mr. Cooper has taken my XXXX Payment and applied it to Escrow. Then telling me I owe the XXXX payment over again. I previously filed a complaint that the escrow payments made in XXXX were not applied to the escrow balance. The shortage on the XXXX statement was paid in full. The problem actually goes back to XXXX of XXXX.
The home was refinanced with the same company in XXXX. The loan is a fixed rate conventional loan. In XXXX there was an excrow shortage of XXXX that was paid on XXXX through the Mr. Cooper Esrow Portal with the help of a CS rep. After the paymet was made he said I was still {$23.00} short so I made a second payment a few moments later so the account would be good.
My XX/XX/XXXX statement was still wrong So I called again and spoke to XXXX and made another payment through the Escrow portal XX/XX/XXXX of XXXX. I was assured all was well.
My XXXX statement was still off so I called again and made another XXXX payment of XXXX on XXXX. Apparently these payments were not applied to the account.
The company does not want to respond. They are upset that I filed a complaint and are now making an example of me. Ive made my mortgage payment on time for the last 18 years from the same bank account to the same servicer. Always paying escrow outside of the monthly payment. When I called a few weeks ago I was told there are still credits on the account that are not applied. Who else can I send this data to that can help??? Mr. Cooper is very threating and miss applying my payments on purpose.
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07/13/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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|
Web |
Older American |
My mortgage was being serviced by XXXX XXXX XXXX. It was transferred to Mr. Cooper on XX/XX/XXXX. I was notified by Mr. Cooper regarding the transfer. Since that notification I have been in contact by with Mr. Cooper by phone 9 times regarding a missing payment from XXXX and {$3000.00} in late fees assessed by XXXX. XXXX will not speak to my because I'm not their customer anymore. My mortgage has been on auto pay for years to prevent late pays. I never received any notices from XXXX. Each time I call Mr. Cooper the story changes. I was told at first this is a common problem when a company takes over servicing the loan and they had 60 days to get things corrected. My latest call to Mr. Cooper on XX/XX/XXXX they told me XXXX says I missed a payment 9 years ago and they have been assessing late fees each month because I'm a payment behind. They also said that I missed a payment in XXXX due to a broken stove that I had to replace. This is completely untrue. I have never missed a payment due to financial reasons. I have never received any notification of a missed or late payments from either company. I believe the auto pay which was recommended by XXXX gave the company the opportunity to charge late fees even though the payments were on auto pay. Which they said would avoid late fees. Mr. Cooper says they have a letter from XXXX that I was notified. I never received such a letter. I think it's possible both mortgage servicing companies are fraudulently charging customers late fees and missed pay charges.
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06/02/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
Older American |
Nationstar has acted in a fraudulent manner and refused to address an error they made XX/XX/2019. Nationstar made an error in my account with hazard insurance payments and refused to make the correct adjustments from XXXX XXXX. On XX/XX/2019 I made a normal mortgage payment of {$3300.00}. Nationstar changed my mortgage payment to {$3500.00} in XXXX without proper notification of a reason for the change. For some unexplained reason Nationstar unilaterally decided to designate my payment on XX/XX/2019 as " Unapplied Funds ''. Nationstar reported my payment as an overdue payment in error or intentionally and failed to credit my payment to my principle and interest account as a valid payment. After many unsuccessful attempts to have Nationstar address this matter and correct their error Nationstar still lists as unapplied funds in my account statement. The payment of my check is still listed as unapplied funds for some inexplicable reason and Nationstar refuses to reverse the error of my payment as delinquent and give me credit even though the firm has cashed my check. I believe that Nationstar has done this intentionally to hurt my credit and punish me for reporting this error to CPFB. Nationstar is a fraudulent mortgage processor and has damaged my credit so that I am not able to move my account to a reputable mortgage provider. I have provided documentation that verifies the issue and want Nationstar to credit the unapplied funds to my principle and interest account or send me the money immediately.
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07/21/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
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|
Web |
|
Request has been made to Nationstar Mortgage Holdings Inc in XXXX of XXXX to remove Private Mortgage Insurance ( PMI ) due to 80 % loan to value being met. Nationstar refused to submit a request for an appraisal to be done due to the loan being under 2 years and no " major updates/ square footage '' being added to the the home. The home has gone through and extensive porch renovation, plumbing replacement, and complete bathroom remodel. Nationstar alleged the prior mentioned renovations are " maintenance '' and would not meet the requirements to obtain an appraisal for PMI removal. According to THE SERVICING GUIDE / Part B, Escrow, Taxes, Assessments, and Insurance / Chapter B-8, Mortgage Insurance / Section B-8.1, Conventional Mort / B-8.1-04, Termination of Conventional Mortgage Insurance obtained from the XXXX XXXX Website .
We meet the following excerpt : If XXXX XXXX minimum two-year seasoning requirement is waived because the property improvements made by the borrower increased the property value, the LTV ratio must be 80 % or less.
Note : The borrower must provide details to the servicer on the property improvements made since the mortgage loan 's origination. Improvements that increase value are typically renovations that substantially improve marketability and extend the useful life of the property ( e.g. kitchen and bathroom renovations and/or the addition of square footage ). Repairs that are made to keep the property maintained and fully functional are not considered improvements.
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05/26/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
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My mortgage on my home in XXXX, Virginia is serviced by Mr Cooper. I've been using my XXXX XXXX bill payer service for several years and it pays my mortgage automatically and electronically on the last day of the month ( one day before the due date ). I have never been late on a payment. On XX/XX/2021, my bill payer submitted the {$3100.00}. I noticed on XX/XX/XXXX, the payment had still not been cashed, so I called Mr Cooper. They told me there was a problem that Mr Cooper was having with electronic payments over {$2500.00} and they requested that bill payers submit a paper check. On XX/XX/XXXX I called Mr Cooper again and they verified they had received the check from XXXX for my payment, I've been calling Mr. Cooper every week since then and it still has not been cashed. When I log into my account at Mr Cooper on line, it says I also now owe {$120.00} in late fees. My last call to Mr. Cooper last week, I talked to " XXXX '' in the escalation department and he assured me there would be no late fee assessed and that there would be no report made to credit bureaus as it was their mistake. He also assured me that the check would be cashed by XX/XX/XXXX. This morning, XX/XX/XXXX, I checked my XXXX account and the check still has not been cashed. I have also checked with XXXX and the check has not been returned. I have now emailed XXXX at Mr. Cooper to notify him the check has not cashed. I am concerned that Mr. Cooper is never going to cash this check and that it will be reported to credit bureaus.
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11/07/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
- Escrow, taxes, or insurance
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|
Web |
|
This is the email I sent to Mr. Cooper which has 4 complaint issues : " I need a phone number to speak with someone at Mr. Cooper regarding multiple issues with your company. I've tried 6 different numbers, including the one on your website and your social media page, NONE WORK!
Mr. Cooper unfortunately, took over my mortgage from XXXX XXXX a few months ago. Since then, I've had nothing but headaches from your company!
1. ) I received a call, and an email from my home insurance company ; YOU have not paid my insurance bill via my escrow, it's now late and I'm being threatened with policy cancellation by the insurance company!
2. ) I received a text message from Mr. Cooper at XXXX about a system outage. If you can't figure out a proper time to send out tests, remove me from your notification list! XXXX is not acceptable!!!
3. ) I received an email from Mr. Cooper regarding a cyber security attack. I've had zero information since then .... Has my information been compromised?!?!?!?!?????
4. ) When you took over my Mortgage a few months ago, you performed a 'hard pull ' on my credit. This has dropped my score XXXX points. I did not ask for my mortgage to be transferred and I certainly did not authorize a hard pull on my credit. Get this removed now.
I will be filing complaints with XXXX my AG 's office and CFPB if I do not receive a phone call from a Mr. Cooper representative today.
My contact info is below, I will expect a phone call today.
I inserted my name address phone number here
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11/26/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
- Lien release
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|
Web |
|
XX/XX/XXXX - Mortgage being held by Mr. Cooper paid off. This is reflected on my login on the online website. Inquired when a lien release form would be mailed to me through instant chat on the website and was initially told that within 30 days I should receive that form. They instructed to call or chat with them if I had not received it within 30 days.
XX/XX/XXXX - I have not received the lien release form so I messaged Mr. Cooper through the website. Note, when I call the company, I am never able to get a real person. The phone call directs me to use instant chat on the website and hangs up. On my website login, there is no option to instant chat anymore. It has disappeared. Thus, I have no ability to communicate with a live person at Mr. Cooper about this issue.
XX/XX/XXXX - Mr. Cooper responds to my message and now states that lien release will be sent 60-90 days after mortgage payoff.
XX/XX/23 to present day - Called Mr. Cooper multiple times attempting various phone calls to get accurate information about the lien release as I have been told two different timetables. On the phone, the automated recording now states that lien release forms are available within 3 to 9 months.
The issue is that I have been told 3 drastically different timetables for receiving a lien release form. The most recent statement on the automated recording stating 3-9 months sounds excessively slow. I am unable to even communicate with a live person at Mr. Cooper and so am escalating this with the CFPB.
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11/26/2019 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
My husband XXXX XXXX XXXX recently awarded from as XXXX XXXX XXXX XXXX. what that means that we're no longer paying property tax. We have contacted our mortgage company '' Mr. Cooper ''. Spoke to many different representative. First one rep was nice told us they will get contact the tax office and will get it taking care. That did not happened. I called back XX/XX/XXXX date might be wrong, because we have called them multiple times. and everyone we spoke to give us different story. Long story we have provided proof to requested the mortgage company to stop the paying property tax. they said it's only {$250.00} exempt. I even the give them the person at tax officer Mr. XXXX XXXX XXXX XXXX XXXX XXXX. He is the one that approved the property tax effective date XX/XX/XXXX. As I said all this including the letter from MR. XXXX. I have faxed to Mr. Cooper fax # XXXX XXXX on XX/XX/XXXX.
When I called XX/XX/XXXX spoke to someone, again I have explained all over again. They promised us that they will get in touch with tax office have it resolve. Now today XX/XX/XXXX when I called to Mr. Cooper Mortgage, nothing was done, again they told us that we have to contact the office again. We contact the tax office, they sent us the letter proof of our property tax exempt. The Mr. Cooper Mortgage refused to listen to us and give us a run around while we continue paying for property tax that we should not have. We want MR. Cooper return all money plus interested and finance charges, late fees and return to us.
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09/16/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
|
On XX/XX/XXXX and XX/XX/XXXX, I submitted complaints requiring an error correction to inaccurate payment allocation toward late fees of {$11000.00} stated in lines 81-86 of an internal account history provided to me first XX/XX/XXXX to which Nationstar claimed by counsel they updated XX/XX/XXXX and did not. This matter is a matter of inaccurate data entry indicating a false claim I made 196 late payments by inaccurate payment allocation.
Both times, I filed my complaint to you, Nationstar and their counsel never responded and 12 USC 2605 prohibits Nationstar 's failure to correct errors in payment allocation, to which directly and negatively impacts my ability to apply for a residential loan, with outrageous claims by entries in lines XXXX that Nationstar accepted {$11000.00} for 196 late payments, which is entirely untrue, as they originally over collected {$2800.00} which should have been {$1500.00}.
Their failure to correct the error is causing a new Motion to Void in XXXX XXXX XXXX XXXX, to which I could barely afford to file in CJ XXXX, attached is the pleading and evidence and the XX/XX/XXXX allegedly updated account detail report that concealed an update wasn't made that doesn't appear well in the pdf of what was filed, that after I filed a Notice of Error on XX/XX/XXXX, they refused to correct the error and still refuse to make legally required corrections to final payment allocation data entry in their internal account history, choosing to cause further litigation in the matter.
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11/02/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
- An existing modification, forbearance plan, short sale, or other loss mitigation relief
|
|
Web |
Older American |
I requested a pandemic forbearance which ended on XX/XX/XXXX. Before ending, I started contacting XXXX XXXX to find out what my options were after the period was over. I was told every time that, they could not say anything until early XXXX. during the forbearance period, XXXX XXXX, did not cancel the foreclosure sale date, however, it extended every month, and it was scheduled for XX/XX/XXXX.
when I called XXXX XXXX on or about XX/XX/XXXX, I was told that I should apply for loan modification. when I went online to file my application, there was a note stating that, XXXX XXXX had everything it needed to make a decision. A few days later, on XX/XX/XXXX, they denied my modification or my request to resume the regular payments. They told me that the only option was to pay the entire past due amount of {$480000.00} or the house would sell in auction. I was monitoring the trustee sale scheduled for XX/XX/XXXX every day, one day when I checked, there was no sale date, I called the trustee 's office and was told that the sale was canceled.
A few days later, on XX/XX/XXXX, someone from XXXX XXXX called me and stated that I had over {>= $1,000,000} equity in the house, and I should just go online and apply again for loss mitigation, I did. I just received another denial stating that my request was denied. I called XXXX XXXX and was told that it was either pay the whole amount or sale in auction which could be scheduled soon, she said that there was a hold but that hold could be lifted any time.
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02/08/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Older American, Servicemember |
On XX/XX/2023, my mortgage holder, Mr Cooper Group , Inc of XXXX XXXX XXXX XXXX, XXXX, XXXX, XXXX, withdrew {$1000.00} from my XXXX checking account, but never posted or otherwise credited it to my mortgage account nor would they reverse the charge when I requested it. Despite my numerous phone calls and several chat sessions with them, they've yet to correct their error, instead blaming it on a system update that will eventually correct itself. transcript from a chat session : There was a payment system update over the past month. We apologize for the inconvenience it mayve caused. There will be no fee charged if the problem persists on our end... ..I show that the payment was reversed due to invalid account number, and this was the same problem we faced during the update. I can create a request to know the detailed summary about the payment. They never got back to me with the results of their request. In fact, they have yet to return a single one of my phone calls. Further, they have put me on hold for extended periods of time only to abruptly disconnect ( hang-up ) without ever taking me off hold! I have literally spent hours of my time ( and many sleepless nights ) trying to get this problem corrected, but to no avail. At this point, I need someone to intervene on my behalf, before Im forced to seek a legal resolution to my dispute, because clearly, Mr Cooper has either been unwilling or unable to correct the problem themselves, instead opting to wrongfully take my money and ignore me.
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10/05/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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XXXX XXXX Mortgage transferred my mortgage loan to Mr. Cooper. I had set up an auto pay with my checking account with XXXX XXXX Mortgage. When I received notice from them that my loan transferred I called to verify my payment would not be deducted and was told incorrectly that the auto pay would be disabled and no payment would be taken. I paid the payment to Mr. Cooper as the letter instructed. Apparently without my consent XXXX gave or sold my private checking account information to Mr. Cooper who AFTER I already made my payment took it upon themselves to reach into my checking account without my permission and take another payment from my checking account. While the payment was still pending with my bank I contacted Mr. Cooper who said they had gotten the info for auto pay from XXXX. I told them that I already made the payment and most importantly DID NOT give them my checking account information nor permission to automatically deduct anything from my personal checking account. XXXX from Mr. Cooper stayed on the line while she connected me with my bank. After much discussion we learned that I had to put money in to cover the payment, then stop payment. Which I did. Now Mr. Cooper has the nerve to charge me for a returned check. I never sent them that check they fraudulently dipped their hand into my personal checking account after getting my personal info from XXXX and tried to steal a second payment. I also had to pay {$20.00} to stop the fraudulent payment that they tried to collect.
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09/14/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Incorrect information on your report
- Account information incorrect
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Web |
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I am hereby requesting a clear explanation as to why you will not correct your error in reporting to each of the credit bureaus that I was late with a payment on my loan. I have attached every payment I made regarding my mortgage loan with your financial institution. I am requesting that you review this information Under the Real Estate Settlement Procedures Act by way of a written request regarding the servicing of my loan.
Name : XXXX XXXX Account # XXXX I will show your error chronologically with the following appendix : ( Appendix 1 ) Payment information taken from my account on the Mr. Cooper website.
( Appendix 2 ) Payment information taken from my Bank account ( Appendix 3 ) I received my Welcome package from Mr. Cooper on XX/XX/2022.
( Appendix 4 ) Receipt of Payment made in XXXX.
( Appendix 5 ) Records of each Payment taken from payment activity on website.
( Appendix 6 ) All Statements regarding my loan ( Appendix 7 ) Your denial letter I am requesting that you review the information attached and contact each credit bureau stating my loan service transfer occurred during this time period and payments were made at different intervals and different amounts. This therefore caused an error on your reporting. I am formally submitting this complaint not only to Mr. Cooper Qualified Witten Requests, but also to Mr. Cooper Customer Relations, and to the Consumer protection Financial Bureau. MR. Cooper has a legal obligation to report accurate information regarding my mortgage loan.
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03/04/2021 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
I switched insurance policies on XXXX XXXX and promptly faxed the declarations page ( with loan number ) to Mr. Cooper. I have called several times a week since, and their information still reflects the old policy which is more than {$1000.00} more than my new policy. The old policy is coming up for renewal on XXXX XXXX and Mr. Cooper still shows my old insurance company on their website. I have yet to receive confirmation that my old policy will not be paid. Coincidentally, I just had an escrow analysis at the end of XXXX and they are adding on a hefty overage which is resulting in a very costly monthly payment. I tried to explain to them that they're over charging me based on the new policy, but nobody in the escrow department seems to understand. They will transfer me to the insurance department, who tells me that their systems don't communicate with the escrow department systems. After talking to both parties, they tell me that I need to speak to the other department. I called today and got the loss prevention/mitigation department where the operator told me that he's covering the phones because the escrow department is closed. I explained to everyone that the escrow deposits are my money held in good faith and they they have an obligation to respond to requests for me switching my providers as well as return the money that they're taking from me based on a policy that doesn't exist anymore. Despite weeks of calls and being transferred to other departments, this issue is not resolved.
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02/26/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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In early XXXX, we requested Mr. Cooper remove this property from the forbearance program and that we would pay any back payments owed. Instead, Mr. Cooper placed this loan into a deferral modification which has created a tremendous headache for us as we are trying to obtain another mortgage loan with a different lender.
For 5 weeks we have requested Mr. Cooper correct what they did. I have talked to 10 different customer service reps, received multiple conflicting responses ; most recently 2 weeks ago when I was told they they would correct the problem and remove the modification in '3-5 days ' only to be informed after the 5th day, the modification request " had been rejected '' with no explanation as to why. I was then told the process had to 'start over again ' ( on or about XX/XX/XXXX ). I have emailed and called the 'dedicated customer service ' rep I was supposedly assigned every day ( as well as email ) for an update on this status only to receive ZERO response providing any status as to this request.
This is one of the worst customer service experiences I think I have ever experienced. Mr. Cooper was able to place this loan into the program I did not request in a day yet 5 weeks have gone by and one of the largest mortgage servicers in the US is unable to reverse this mistake.
This issue has seriously impeded my ability to secure other financing and it is going to probably cost me $ XXXX to seek an alternate solution for something Mr. Cooper SHOULD have resolved 4+ weeks ago.
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09/30/2023 |
Yes |
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- Trouble during payment process
- Trying to communicate with the company to fix an issue while managing or servicing your loan
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Web |
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To CFPB Thank you for your help previously but documents that I received were incorrect.
I received a document from XXXX saying this my shortage and its incorrect the amount of {$1600.00}. This next part of information is what I received from XXXX ; word for word : the enclosed payment history confirms on XXXX XXXX, funds in the amount of {$200.00} were received and applied to suspense, with the effective date of XXXX XXXX. Subsequently, on XX/XX/XXXX, funds in the amount {$790.00} were reversed from suspense, and applied to the XX/XX/XXXX, monthly payment, with the effective date of XX/XX/XXXX. XXXX also received your payment in the amount of {$790.00}. XXXX. Funds in the amount of {$790.00} was applied to the XX/XX/XXXX, monthly {$0.00} was applied to suspense, effective XX/XX/XXXX. Funds in the amount of {$680.00} were also received and applied to suspense, effective XX/XX/XXXX, XXXXThe funds were considered partial payments and were placed in suspense, as they were not sufficient to complete the next payment due.
The {$200.00} was given to them and it was meant for the XXXX payment, they didn't apply it to my mortgage payment. also, they keep saying my payments are late because my due date is the first of the month, but I specifically told them to make my due date to the for the tenth of the month. I receive XXXX on XXXX XXXX of the month. They lied about the grace period. If you could help me, I would appreciate it could help me with XXXX.
previous complaint number XXXX XXXX XXXX
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03/14/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Servicemember |
I issued a complaint concerning Mr Cooper mishandling of my escrow funds.
Compliant ID : XXXX Mr Cooper 's response to the above mentioned complaint : After a thorough investigation into this matter, Mr. Cooper found that we disbursed funds in the amount of {$2100.00} on XX/XX/XXXX, to pay your County Taxes for the year of XXXX in error. On XX/XX/XXXX, we contacted the XXXX XXXX XXXX XXXX and confirmed that there is a refund available due to the duplicate payment. Please allow 30-60 business days for the refund to be received and deposited into your escrow account. We sent you a letter on XX/XX/XXXX referencing the above information.
Since this loan originated in XX/XX/XXXX, a new Escrow Analysis will not be generated until XX/XX/XXXX. This means that your current monthly payment of {$2700.00} will not be effected by the duplicate tax payment. We recognize that excellent customer service is key to our continued success, and we apologize for the specific experience you have encountered. It is not the experience we wish to create for any of our customers. We view your correspondence as an opportunity to evaluate and improve the service we provide to all customers. Thank you for bringing it to our attention and allowing us to address it.
LOAN NUMBER : XXXXXXXX XXXX* I received today XX/XX/XXXX in the mail from Mr Cooper an Escrow Review Statement dated XX/XX/XXXX. First the funds have not been returned to my Escrow account. And, 2nd they are increasing my monthly payment by {$170.00}.
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06/22/2021 |
Yes |
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- Incorrect information on your report
- Information is missing that should be on the report
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Web |
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Last year we tried to have out house payments deferred due to us being impacted by Covid Virus. I called to have the payments deferred due to my husband hours being cut down to 25-30 hours a week, we have 6 people living in our home. Loosing that many hours, we could barely make our payments. I was told I would have to prove that we were impacted by the virus, but no one ever explained how to prove it. So, I struggled to make our house payment. They were usually late ; I have the late payments to prove that. Finally in XXXX of XXXX I made my last late payment along with my XXXX payment and got caught up and have been caught up ever since.
In XXXX of XXXX with the rates being low, I started looking into refinancing our home. I was told we would have to wait till the XXXX payment fell off. So, I waited. I made my XXXX payment in XXXX a few days after making my XXXX payment. I called to check to make sure everything was good and was told they would not show my XXXX payment being paid till XXXX. For good measures I went ahead an paid my XXXX payment in XXXX Neither one of these payments are showing up on my credit report EVEN though they have been paid!!! This is not fair, nor is it right that these payments are not showing up on our reports as being paid!
If you look at our credit report, Mr. Cooper shows XX/XX/XXXX as a 60 day late instead of a 30 day late. They are not reporting correctly to the bureaus.
NOW my refinance is being held hostage because they will not update their files!!!
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02/05/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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NOTICE OF LITIGATION - On XX/XX/XXXX, Nationstar failed to correct lines XXXX in their internal systems transaction history, to which claims Nationstar collected XXXX allocated {$11000.00} for 196 late fee payments at the contractual rate of {$56.00} per month for 16 months that Nationstar serviced XXXX XXXX. The counsel for Nationstar wrote the CFPB XX/XX/XXXX, falsely stating he had sent the internal payment history to me on numerous occasions ; however, this internal transaction history had only been disclosed once to me on XX/XX/XXXX along with XXXX other " reports '' that didn't disclose actual payment allocation in lines XXXX. Allegedly, the payment history was updated '' as claimed by this attorney XX/XX/XXXX. Subsequently, I sought error correction when I rediscovered this material and negatively reported an error in payment allocation still existed sent by this attorney on XX/XX/XXXX, and Nationstar has failed to correct the error negatively reported as XXXX current payments on an XX/XX/XXXX Verification of Mortgage and previously over 6 years in my credit files, along with failing to correct the amount held in suspense originally collected for unearned never performed services, still held in an open suspense account to this day causing XXXX XXXX to continue to own the loan 8 years after the mortgage was released. Please find the litigation occurring and supplemental evidence of these claims attached, to be heard in XXXX XXXX XXXX XXXX with XXXX XXXX on XX/XX/XXXX, at XXXX XXXX
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08/06/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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In XX/XX/2017 my husband passed away after battling XXXX XXXX. Because of this i was unable to afford to live in my house. I contacted Mr. Cooper, my mortgage company, and told them in was interested in proceeding with a deed in lieu. I filed paperwork including financial records and a hardship letter. After numerous phone calls, all harassing, all asking the same questions, i was informed that a lien was placed on my property and a deed in lieu could not proceed until the lien was satisfied. I could not find any liens and was never allowed to proceed with the deed in lieu. The harassing phone calls continued, the late fees keep piling up and the homeowners association related to the property has attached my bank account. Recently, I hired a lawyer/ realtor to short sale the property. Mr. Cooper, without my knowledge locked me out of the house. The company they hired stole a refrigerator from the back deck and cut the copper pipe from the basement. Even with these issues we found a qualified buyer. My realtor proceeded with the short sale filed all the necessary paperwork numerous times ( we tried to go to settlement and had to change the dates 3 times ) and Mr. Cooper had no intention of letting the short sale happen. Im at the end of my rope with the deceptive tactics Mr. Cooper has used to block me getting rid of this property. I just don't understand what they have to gain by doing this to someone. I did not stand to make anything off this property I just want out I cant afford it.
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04/15/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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This is a continuation of complaint XXXX. I have 3 issues : Issue 1 : On XX/XX/XXXX, I received a letter dated XXXX about why my request to remove to PMI was denied. The explanation stated that my account was delinquent and did not qualify to have PMI removed.
My account was not delinquent -- I was granted a deferral and deferred 2 mortgage payments. I have never been delinquent. I believe that the CARES Act states that you should not be penalized for a deferral. ( Side note : my deferral was reported to the credit agencies and my credit rating took a hit and I had to make calls to restore my credit ). As my loan has been transferred to Mr. Cooper, this point is moot but I would like to report XXXX for unfair practices.
Issue 2 : Neither XXXX or Mr Cooper have a copy of my loan modification agreement that was signed ( I believe ) in XXXX. I have requested this document several times. I would like one of these companies to provide me with a copy of the agreement.
Issue 3 : My loan balance is {$190000.00}. I also have a non-interest bearing principal balance of {$6100.00}. I deferred two payments -- each about {$1400.00}. Since I modified the loan to have the deferred amount put on the end of the loan, I expected to see a balance of about {$2800.00}. No one ( XXXX or Mr Cooper ) can give me a breakdown of what that {$6100.00} includes. I request a detailed breakdown. When I call customer support they are equally as confused and can't tell me why the discrepancy.
Thank you.
XXXX
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12/31/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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Back in XX/XX/2018, BEFORE I got behind on my payments, I contacted Mr. Cooper, my mortgage lender, and informed them that I was being placed on bedrest due to XXXX complications. I requested any assistance that they could provide to help me with my mortgage while I was on bedrest to keep from falling behind. They told me that all I could do was apply for a loan modification. I applied and the modification was finally denied in XXXX of 2018. I was informed that the reason for the denial was lack of income. The agent who informed me that my only option was a modification was well aware that I had no income due to my health status. I went back to work in XXXX, but now my mortgage is about 4 months behind, and Ive made my usual payment since then. All of my savings was used up while I was off work for almost 7 months. After returning to work, I was encouraged to reapply for the loan modification in hopes of saving my house. It was also denied on XX/XX/2018, because my obligations exceed my income. Isnt that why I need the modification? I called on that day and spoke to a representative ( who told me why my modification was denied ) and asked who I could file a complaint with against their company and was told that my loan was an FHA loan so the FHA is my lender, and they dont take phone calls. The FHA doesnt lend money - they guarantee loans, AND I have a conventional loan. Mr Cooper has lied to me over and over. They have never tried to help me keep my home, and they still arent helping.
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11/11/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
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I have been through many hardships due to the pandemic. Since the pandemic started I have lost four family members over the course of the last two and a half years. Also, I was in a very bad XXXX XXXX which caused me XXXX XXXX After replacing the car as it was not salvageable the next car caught on fire. This caused many unexpected expenses between helping with funerals, traveling and payment auto insurance deductibles. My grandchildren gave my wife XXXX and it was a very bad case and I was the primary caregiver. During this time I tried to keep in touch with my lender to try to save my home. I was told very different stories from each representative at each servicer I was transferred to. At the beginning of the pandemic my loan was with XXXXXXXX XXXX, it was then transferred to XXXX, I was then transferred to Community Loan Servicing, I was then transferred to Nation - XXXX XXXXXXXX, I was then transferred to Mr. Cooper and then to Rightpath. None of the servicers sent my information to the new one, XXXX XXXX XXXX sent me a modification that was not honored once the loan transferred. Also, I paid XXXX XXXX XXXX {$7000.00} and then I was told my loan had already transferred and the money is lost. Also, when my loan was with XXXX I received a call from XXXXXXXX XXXX on my caller ID and sent {$2000.00}, XXXX then told me they did not receive it. Rightpath has now denied me a modification. I have an FHA loan and I believe Rightpath is obstructing me from accessing available assistance.
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11/03/2021 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
I have a mortgage with Mr. Cooper, formerly nation star. On XX/XX/2021 i made a partial payment on their phone app for {$680.00}. This was selected as a partial payment for XXXX. They applied it as additional principle because it was 2 days early even though it didn't come out of my account until XX/XX/2021. I made the additional partial payment of {$680.00} on XXXX XXXX, 2021. I found out XXXX XXXX 2021 that this happened and had them correct it. In the process of having them fix this, I received a letter for a va streamlined modification dated XXXX XXXX reducing my payment to {$1100.00} for XXXX. Through XXXX. They fixed my XXXX payment and I made my full XXXX Payment, XX/XX/2021 within the allotted time, of {$1300.00}. On XXXX. XXXX 2021, I went to make my streamlined va modification payment on their app. Of {$1100.00}. I received a notification from my bank the next business day that my account was severely over withdrawn. Mr. Cooper not only had the pending amount of {$1100.00} that i authorized but also another unauthorized amount of {$1300.00}. I contacted Mr. Cooper that day XXXX. XXXX 2021, they told me they could only refund me and not stop the 2nd payment. I called my bank and put a stop payment on the unauthorized amount of {$1300.00} costing me a {$35.00} fee but preventing many other overdraft fees. I've contacted Mr. Cooper several times since then. They're saying I owe an additional {$200.00} for XXXX 's payment and a {$30.00} fee for stopping the unauthorized payment.
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04/19/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Last year in XXXX XXXX-I was able to see my online amortization schedule after login into my Mr. Cooper 's account. I need to see it as I make additional principal payments and I want to know how it impacts my loan maturity date and plan accordingly. Mr. Cooper shows me different $ $ $ figures and different maturity places- 4 different-in the online account. Since XX/XX/2021, -I am not able to see my online amortization schedule after login into my Mr. Cooper 's account.
I am following up with Mr. Cooper since XX/XX/2021 regarding the same. During end of XX/XX/2021, I was told that they will do that in 7-10 business days. But still I can not see it. On XX/XX/2021-I had chat regarding the same ( attached ).
In the absence of online amortization schedule, I have to request it and it takes around 7-10 business days for me to get it.
As I am not able to see my online amortization schedule on my own, I might make more additional principal payments and then I need to work with Mr. Cooper on the phone to get that back.
Mr. Cooper hire cheap XXXX staff to work in IT which is reflected in the overall work in the website. Please hire smart folks in IT ... i know two of my neighbors who are XXXX - who are working for Mr. Cooper. I never saw them working ... they are always roaming outside of their home during COVID-19 remote work ( during remote work ).
Moreover on XX/XX/2021, I ask some very specific questions to Mr. Cooper. Mr. Mr. Cooper hasn't provided the answers for them till now.
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07/14/2021 |
Yes |
- Money transfer, virtual currency, or money service
- Domestic (US) money transfer
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- Other transaction problem
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Web |
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I am desparate for help and am otherwise powerless to get credit for a {$1600.00} payment to Nationstar/Mr. Cooper debited from my XXXX on XX/XX/2021 via an ACH transfer. Nationstar/Mr. Cooper will not take action to either refund or credit my account for the {$1600.00} that they received on XX/XX/2021 despite numerous responses to their request for the federal ACH trace number. XXXX XXXX has provided Nationstar/Mr. Cooper the ACH trace number- # XXXX four times. I have had four phone separate three way calls between XXXX and Nationstar.
Can you please intervene? I do not know what to do.
Additionally, it is incongruous that my account was debited for the {$1600.00} and also for another {$290.00} that I sent to this financial institution via XXXX through ACH on the same day at the time to the same address-neither remittance had an account number and Nationstar/Mr. Cooper returned the {$290.00} but will not return or credit the {$1600.00} it received via the same delivery on the same day. The {$290.00} refund proves that Nationstar received the ACH transfers on XX/XX/2021 from my XXXX account.
Also, XXXX not only sent confirmation of payment to Nationstar at their designated mail depot, but to these two specific Nationstar agents XXXX and XXXX on XX/XX/2021. I also communicated with these agents stating that I was at the XXXX and they provided that Nationstar had received three separate communications with the ACH trace number # XXXX legally establishing payment to Nationstar.
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07/18/2023 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
I am in bankruptcy and Mr cooper my mortgage company has been screwing up my life since before I was ever in bankruptcy. I missed a month and a half on my mortgage payments, the month and a half I missed was on XXXX and XX/XX/2023, I missed a full month in XXXX and half a month in XXXX and now they have filed a motion hearing for XX/XX/2023 for I think its called a motion to stay so they can take my house. I do not receive any mail from them because they have to Send it to my bankruptcy trustee apparently. I didnt even know there was a hearing until a week prior to the hearing date and the only reason I found out was because I called in to get a mortgage statement and a lady asked me if I knew about the hearing coming up, which I didnt and I also couldnt get a simple mortgage statement from them. My mortgage payment is {$790.00} a month. I could be a few dollar off on the monthly payment but thats just about accurate. I am being so mistreated as a veteran who served this country and Im trying everything I can to keep my home and pay my monthly payments. They also held my money from me that my insurance company sent for me to fix the roof on my house because I had storm damage, my roof is now exposed and inside of my house is leaking because they wont release my funds for me to fix my roof. There are so many things I could put in this complaint but Id rather explain it to whomever I am reporting it to because I cant type it all, my phone number is ( XXXX ) XXXX. Thank you, XXXX XXXX
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06/10/2019 |
Yes |
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- Trouble during payment process
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Web |
Older American |
Nationstar Mortgage, LLC dba Mr. Cooper took over the servicing of new home mortgages in a 55+ community in early XXXX. Most of us closed escrow the end of XXXX. The community is XXXX XXXX XXXX XXXX XXXX in XXXX, CA. Around XXXX of XXXX, Mr. Cooper sent out refund checks and lowered everyone 's mortgage payment indicating to the residents that their Escrow Accounts had been over-funded. Now, in XXXX of XXXX Mr. Cooper sent out a notice to those same residents that beginning with the XX/XX/XXXX payment - everyone 's payment is increasing by hundreds of dollars in order to pay back the current shortage within a YEAR. This increase for me is over {$650.00} per month from what I've been paying {$360.00} a month more than what I initially qualified for. How can Mr. Cooper possibly expect these residents to pay so much more for so long on a month 's notice. Upon scrutiny I discovered these refunds were sent out before Mr. Cooper had even paid the Property Taxes for the first year. Surely a credible servicer would have known that Property Taxes needed to be paid. Their notice ( attached ) indicates there were changes made by taxing authorities and insurance providers which is totally false - everything has remained the same. The problem was caused by Mr. Cooper 's own gross incompetence. I believe hundreds of people are affected, maybe more. Most people are retired, on fixed incomes, many are widowers, and most are unable to pay this outrageous increase and fear they may lose their homes.
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05/01/2017 |
Yes |
- Mortgage
- Reverse mortgage
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- Trouble during payment process
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Web |
Older American |
XXXX transferred my Reverse Mortgage in XXXX to Champion Mortgage Company. They terrorizing me since end of last year by harassing and threatening as well as unlawfully actions. They wanted proof of insurance for my condo. The policy from th e HOA and my per sonal insurance were submitted numerous times, but they still sending me threatening letters, denying they have received the policy copy. Even though they sent me on XXXX / XXXX / XXXX a confirmation letter that they have cancelled the force placed insurance in my name because there was no lapse in coverage, I still get these letters with threats up to delinquency and foreclosure. In the meantime the HOA insurance agency faxed the new insurance to XXXX , which expires on XXXX XXXX , they ignore this and sent letters. Because of the unlawfully forced place insurance they deducted my monthly payments since XXXX for {$20.00} I wish they stop harassing me and refund me the {$20.00} per month since XXXX and continue to pay the {$20.00} in the future with the original payment plan of {$210.00}. Since they do not make any profit no longer and I had to sign ( the first time ever an occupancy form ) I believe they on purpose unjustified threatening and harassing me to make me abandon my home or to drive m e to death so they do not have to pay me no more the monthly payments. Trying to talk to them at XXXX is hopeless ; they act like they are robots, reading a giving text non-stop. This nightmare must come to an end!
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07/21/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My mortgage was originally with Mr Cooper. I've since refinanced and my load has been sold back to the company known as Mr Cooper. My current LTV ratio is below 80 % and my appraised amount to loan value supports this. Current market conditions have also made the value of my home substantially higher than the appraised value. On XX/XX/2022 I attempted to call Mr Cooper to get the PMI removed and their phone system gave me no options to do this nor did it give me any options to speak with a representative about this. I had to state I had payment issues to get a live person. Once connected, I asked the agent for their direct number to which she stated there was none and then transferred me. I did get to speak with an agent regarding PMI. She stated that my LTV ratio was below 80 % and I've not missed payments in the last 24 months but I would need another appraisal to get the PMI removed. I asked why and she stated that it was required from the lender. I asked why the other one wasn't good enough and she said because this was different than getting the mortgage refinanced. I sent an email the same day to their general email box asking for PMI to be removed and I received an automated email response. Their tactics of making it difficult to get ahold of a rep to remove PMI and the requirement to get another appraisal beyond the refinanced value is unfair to the homeowner especially when that homeowner has no choice but to use that lender when the mortgage gets sold between companies.
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07/15/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
Older American |
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX CA XXXX ( XXXX ) XXXX XX/XX/2022 Mr. Cooper XXXX XXXX XXXX XXXX.
XXXX TX XXXX RE : XXXX XXXX XXXX. XXXX Complaint : Incorrect credit file information reported to Credit Reporting Agencies Credit File : XXXX XXXX XXXX, XXXX Loan No. XXXX Complaint : Mr. Cooper is erroneously reporting a late payment for XX/XX/2022.
Request : Correct reporting to show no late payments This letter and the attachment provided are hereby filed in order to correct my credit bureau information which is showing a late payment for the month of XX/XX/2022. See the attached declaration and proof of service pursuant to California Evidence Code Section 641 which says in pertinent part : In California, items that are served via the US Mail that are properly addressed and include the correct postage are presumed to have arrived in the ordinary course of the mail. In other words, California law assumes that the US Postal Service will deliver items in the normal course of its operations, provided that the address indicated and postage used are correct.
The legal authority for this is Section 641 of the California Evidence Code, which states : A letter correctly addressed and properly mailed is presumed to have been received in the ordinary course of mail.
Please update my credit file forthwith or we will begin additional legal remedial action in order to correct the error currently being reported.
Best Regards, __________________________ XXXX XXXX XXXX
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07/16/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Apparently starting XX/XX/2021 XXXX XXXX XXXX sold my loan to Mr Cooper without my consent or prior notification. My loan payments are set up on an auto draft. Several days AFTER XX/XX/2021, I received a letter saying the loan had been transferred and I needed to send a payment to Mr Cooper. I had no prior warning or input into this change!!!
Since this letter was not a standard billing statement, I wasnt about to mail them a check until making sure my account hadnt been auto drafted for the XXXX payment. Within a couple days, I received a billing statement for XXXX showing I needed to pay XXXX and XXXX. I promptly made that payment for both months which was posted on XX/XX/2021. On XX/XX/2021 a letter was written to me saying I was 30 days behind on my loan payment. I greatly resent receiving any such letter!!!
At no time should a loan servicing company transfer a loan and send notice to the mortgagor AFTER the payment date. Then have the audacity to send a 30 day late payment notice AFTER the payment was made. I did everything I could reasonably be expected to do and feel helpless in these loan servicing companies profiting from my loan without any regard for the mortgagor. Both servicing companies should have an obligation to notify the mortgagor at least 30-60 days BEFORE the loan is transferred not AFTER the payment is due!!!
I am concerned my credit will be affected by this transfer due to no fault of my own. This process needs to be regulated to protect the consumer.
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04/18/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Servicemember |
Loan transfer date XX/XX/XXXX Loan balance at transfer was {$2200.00} escrow bal was {$1800.00} This is mrcooper previous Nationstar Mortgage # 1 requested a payoff amount. The quote was expired the day before I received it. Still charged {$30.00} for quote # 2 I was told they ( by law ) could not make any payments from escrow account for 60 days from the time they took over the loan. I informed them that my taxes were going to be late so I would pay them that day XX/XX/XXXX. I was told to send my receipt showing that I paid to XXXX which I did. Just moments after I sent the receipt they showed a disbursement from my escrow of {$1300.00} with a balance of {$570.00} and this was the same day I was told by law they could not do this.
# 3 On XX/XX/XXXX I tried to make a payment of {$2200.00} but the website would only let me make a total payment of {$2100.00} after which they took the better part of the remaining escrow and was notified the loan was paid off and all remaining funds would be refunded within 30 days. I called the county tax collector and they send their payment back on XX/XX/XXXX but now I am expected to wait ( at least ) 60 days for my refund per mrcooper.I have talked to a number of mrcooper reps and seem to get a different story from each. The issue is simple why tell me from more than one person that by law they could not disperse any funds from escrow account for 60 days of obtaining my loan and the day I send them a receipt they decide to send the funds also?
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01/28/2024 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
- Confusing or misleading advertising or marketing
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Web |
Servicemember |
Between XX/XX/XXXX and XX/XX/XXXX, the mortgage company Mr. Cooper serviced a VA mortgage I held jointly with my spouse. Despite repeated assurances from the company that all diligent measures would be taken to protect our sensitive personal financial information, Mr. Cooper retained this information after the loan was transferred and paid off. As a consequence of the firms retention of our sensitive data and further failures to maintain requisite systems security our names, addresses, social security numbers, and personally identifying details were leaked to an undisclosed third party.
Time and time again, financial firms negligent handling of consumer data in conjunction with a lack of basic information systems security results in data breaches. Without any accountability or penalties there is no incentive for adequate investment in security. Rather, costs saved by not implementing these basic measures fatten bottom lines while exposing consumers to immense risk and potential harm. It is incumbent upon the CFPB, FTC and other agencies to increase enforcement until the costs of a data breach become incentive to properly safeguard this sensitive information.
It is also essential that notice of past breaches be made centrally available to inform consumers. This information would go a long way toward guiding consumers to firms that are capable and careful with their data as the paltry offers of credit monitoring are insufficient to redress the harm caused by this negligence.
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11/28/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I am trying to close escrow on my mortgage, the lender for which is Mr. Cooper. I purchased my home in XX/XX/XXXX for {$470000.00}. The XXXX of XXXX re-assessed the property value of my house for tax purposes as {$520000.00} on XX/XX/XXXX, and I have documentation from them that states that my valuation is {$520000.00}. Because this is the city 's official valuation ( and is the basis for my taxes ), I believe it should suffice as the official valuation for my lender. My outstanding principal on my loan is {$420000.00}. The lender previously stated that I could provide the official letter from the city as proof of my valuation, and I intended to do that and make an additional payment of {$5600.00} to reach the XX/XX/XXXX principal to loan ratio to close escrow. However, when I called Mr. Cooper today they said that they would not accept the city 's valuation, and would require me to get a new appraisal by an appraiser of their choice, for which I would need to pay {$350.00}. Moreover, they said that the entire process would take months, during which time they will continue to escrow. I do not understand how it is fair that the lender will not accept the city 's valuation ( which informs my taxes ), and that they get to choose the appraiser, who will most likely value my house in line with what the lender wants ( which will likely be the {$470000.00} sale price from over 2 years ago ). Mr. Cooper is escrowing {$940.00} per month, so this is a significant financial issue for me.
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12/03/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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On XX/XX/2022, I submitted a complaint against Mr Cooper in regards to my mortgage. You can review the details of that complaint in my complaint history. This is now the 2nd complaint with the same types of issues, however there are new issues to bring to your attention. Starting from XX/XX/2022, I advised Mr Cooper that they continually misapply payments on my account and process those payments as additional principle. The supporting accounts statements will show this to be true. I will also be submitting screenshots of statements on their website that attest to how those payments should be processed when an amount due shows on the account. They consistently do not apply payments properly and the only thing I receive are excuses as to why they can not process payments correctly. I have now sent in 6 separate messages in a two month period in regards to the same issues. I have called 2 separate times regarding the same issues.
The final straw is the letter received on XX/XX/2022, in which they state that my homeowners insurance has expired and they plan on purchasing insurance for me. Further in the letter, they state that they have it in their records that I elected to pay the insurance directly rather have it in the escrow account. The screenshot that I am including proves otherwise and states the date in which the payment should've went out to the insurance company.
It is clear that Mr Cooper is unable and unwilling to handle this mortgage properly and to my standards.
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08/23/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Servicemember |
On XX/XX/XXXX my husband and I were given a verified pre-approval letter by Mr. Cooper for XXXX.
On XX/XX/XXXX we were given an updated verified pre-approval letter by Mr. Cooper for XXXX. Mr. Cooper stated that this letter meant that we were through underwriting and our income, our financial statements, and all other income related items were reviewed. Our Loan Offer, XXXX XXXX stated this letter was " as good as a cash offer ''.
We proceeded with the home buying process for XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX. We offered XXXX ( which was well below the ceiling of our approval ). We ordered and paid for a home inspection, paid an escrow deposit, paid a holding deposit home insurance ( California XXXX XXXX ), paid for the appraisal, the seller updated the septic tank, and made updates per the appraiser, and moved out of the property in anticipation of the upcoming close. We were set to close on XX/XX/XXXX. On XX/XX/XXXX, one day before the close of the home, we were told we were denied due to my employer type. I work for a XXXX XXXX XXXX ( XXXX XXXX ), and the Loan Officer told me the underwriter excluded my income.
I had the same employer throughout the entire process. Nothing changed from the time they issued the " verified pre-approval '' until they rejected my income on XX/XX/XXXX. We spent one month working towards the close of the property and Mr. Cooper never once mentioned that my employment type or length of employment was an issue. This is poor business.
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08/30/2019 |
Yes |
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- Trouble during payment process
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Web |
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The mortgage company Mr. Cooper dba Nationstar Mortgage bought my mortgage from XXXX XXXX in XXXX because I was paying bi-weekly. Ironically XXXX didn't sell off mortgages that were paid monthly. Since being with Mr. Cooper, they ran an escrow analysis and said I have an escrow shortage. The shortage is because my XXXX XXXX for PMI doubled in cost from last year. I have called them and was given a mortgage research number. However this company has the worst customer service. They will not respond to secure mail. They do not follow up when they say they will. I was told that they would contact me with the results of the mortgage research request. They have not responded. I have contacted a supervisor and she will not respond to my inquiries about why my PMI coverage doubled and meanwhile all of my payments have been on time. My mortgage balance is decreasing therefore the risk is decreasing. I could understand an increase in PMI if they had changed companies but that hasn't happened. Nor has there been increased risk of the mortgage not being paid. I was paying biweekly and when they took over the mortgage they made it impossible for me to pay biweekly. I called multiple times. I sent the forms in multiple times, and all times they failed to process the payments biweekly. After all, I would be paying down my mortgage faster and decreasing their profit. I can see why they wouldn't want me to pay it off fast. However, this PMI scam is terrible and they won't respond about it.
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01/24/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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On XX/XX/XXXX, I submitted a mortgage payoff in the amount of {$290000.00}. Mr. Cooper/Nationstar Mortgage acknowledged the payment was received on XX/XX/XXXX. This payoff included interest for the entire month of XX/XX/XXXX. Accordingly, we are due back 20 days of interest ( for the period of XX/XX/XXXX to XX/XX/XXXX ).
Mr. Cooper/Nationstar Mortgage had provided us a payoff quote. The payment of {$290000.00} was calculated as follows, per their quote : {$290000.00} -Balance due through XX/XX/XXXX.
{$110.00} -Late Charge per quote if paid after XX/XX/XXXX.
{$2100.00} -Additional full month of interest if paid after XX/XX/XXXX.
{$290000.00} -Total submitted on XX/XX/XXXX.
We are due back {$1300.00} for the overpayment of 20 days of interest : {$2100.00} ( interest for full month of XXXX ) 31 days = {$68.00} ( Daily interest charge ) ; 20 days X {$68.00} = {$1300.00} ; To avoid any confusion, please note I have received two checks from Mr. Cooper ; neither of which included the interest charges due back to us : {$3300.00} -Mortgage escrow balance.
{$110.00} -Refund of late fee : fee was submitted per payoff, but funds were sent to Mr. Cooper within the grace period.
I am therefore requesting the interest due back to us in the amount of {$1300.00}. I have contacted Mr. Coopers customer service line twice ; the first call was on XX/XX/XXXX. Both times I was told someone would return my call after looking into the matter. To date, no communication has been received.
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11/29/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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XX/XX/XXXX mortgage payment was not processed properly. I always send XXXX money orders in the same envelope by express mail. I sent XXXX money orders, {$500.00}, which they showed they received and {$680.00} to pay {$1100.00} XX/XX/XXXX2021 payment. The {$680.00} which they did not process, which was inside of the envelope.
Mr. Cooper did process the {$500.00} but not the {$680.00}. I made my XXXX call on XXXX/XXXX/21 for them to investigate, I never received a call back. On XXXX/XXXX/21 when I called to inquire, I was told that everything was corrected and was showing that the account was up to date. On XXXX/XXXX/21 when I called to check for the XX/XX/XXXX2021 payment was processed correctly. Again I was told everything was done abd processed. When I asked if the fee that they charged for XXXX payment was reversed and credit information was corrected I was told no. At that point I asked to speak to a manager. Put on hold, waited for an hour and nobody ever came back on phone. I waited to get my next statement which arrived on XXXX/XXXX/21 to make my XXXX 1,2021 payment. On the statement it is showing that I am due for 2 months.
XXXX/XXXX/21 called Mr. Cooper and they now say that the payment has been reversed back out and I need to send them documents. I said they should be able to pull documents from when they received this express package and documents in envelope. I asked to speak to a Manager and they would not transfer me to a manager or escalate to higher up.
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02/24/2020 |
Yes |
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- Trouble during payment process
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Web |
Older American, Servicemember |
ANOTHER COMPLAINT AGAINST XXXX Serviced by Nationstar Mortgage LLC., XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX , TX XXXX, Mortgage Loan # XXXX : ESCROW ANALYSIS DATED XX/XX/XXXX IS IN ERROR THE ESCROW SHOWS ANTICIPATED ANNUAL DISBURSEMENT OF THE CONDO HOMEOWNERS INSURANCE, AMERICAN STRATEGIC INSURANCE POLICY TO BE PAID ON XX/XX/XXXX, IN THE AMOUNT OF {$400.00}. Attached is copy of next installment.
According to the Condominium Rider as attached See Section B as lender waives the provision in Section 3 and Section 5 of the attached MORTGAGE documents as to maintain property insurance coverage is deemed satisfied to the extent that the required coverage is provided by the owners association policy.
I submitted last XXXX of the owners association policy and not submitting the renewal of the owners association policy for XXXX.
It was the error upon Nationstar Mortgage LLC, to incorrectly perform the Escrow Analysis that was dated XX/XX/XXXX as I provided them the owners association policy for XXXX and now submitting for XXXX.
I am demanding that based on Nationstar Mortgage LLC, error to correct the ESCROW ANALYSIS, DATED XX/XX/XXXX, as my own personal contents policy is not required under Condominium Rider as attached See Section B as lender waives the provision in Section 3 and Section 5 of the attached MORTGAGE documents as to maintain property insurance coverage is deemed satisfied to the extent that the required coverage is provided by the owners association policy.
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05/17/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Nationstar Mortgage aka Mr. Cooper has my mortgage payoff funds in their possession for about {$92000.00} to pay off my mortgage since XX/XX/2019. They will not apply the funds to the account due to some technicality. They are reporting me as late to the credit bureaus for 6 months.This matter has now caused irreparable damage to my credit. My credit card companies are now closing my accounts due to " serious delinquencies '' on my credit report -- -all as a result of this unfair treatment by Nationstar . And, of course when the credit card company closes an account that drags down my credit score even more. To add insult to injury, Nationstar continue to assess late fees to the mortgage account even though they are in possession of the payoff funds. They have offered no solutions to me and continue to hold the {$92000.00} and report me as late. I feel that they operated in total reckless regard for me as their client.They have caused irreparable damage to my credit well-being which I rely heavily on. They have offered no solutions or remedies and told me that they could hold the funds and report me as late for as long as they needed to. They also told me that they would not correct their credit reporting because " technically I was late since I did not make any monthly payments ''. I am totally disgusted with Nationstar and their negligence. I have written and called them too many times to count. Each time I get tossed around like a hot potato and can get no resolution.
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05/20/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Servicemember |
Our mortgage was sold to Mr. Cooper ( through XXXX ) in XX/XX/2022. We made our payments ( {$1200.00} ) to our original mortgage company for XXXX and it was then given to Mr Cooper at the end of XXXX. Then we set our bank to automatically send our mortgage payment check to Mr Cooper. XXXX payment was received, deposited, and credited to our account with no issues. XXXX was sent the exact same way as XXXX. When we received our statement for XXXX it said we were a month behind and we were charged late fees. I immediately checked our bank account to ensure a check was sent and it was. I have the check image that shows it was deposited. The front of the check is identical to XXXX check, including account number. So I called Mr Cooper and was told they never received our XXXX payment. Thinking itd be an easy fix she gave me the email address to send the copy of the check and theyd take care of it.
I did that. I waited almost XXXX weeks with no word from anyone. So I took to social media to get attention. They replied theyre still trying to find the funds. Then I got an email from them saying they didnt deposit the check and its basically not their problem anymore. Our bank says the deposited check is the proof of payment, yet Mr Cooper is not acknowledging that or crediting our account. Then our XXXX payment which was also sent the exact same way as XXXX and XXXX was received, deposited, and credited. It was credited as our XXXX payment but it was received with no problems.
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01/20/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I have been paying every two weeks on my mortgage - In essence I am double paying 2 times a month the same amount {$1400.00} which is my understanding what is due monthly. On all payments, I mark excess to principal and spoke to the mortgage company multiple times to ensure that I was set up on bi-weekly payments.
The still continue to hold one of my payments and do not apply payments but 1 time each month.
The show me paying a total of {$26000.00} to them in XXXX when I actually paid {$36000.00}.
The principal for my loan is {$1100.00} and escrow is {$960.00} ( {$2300.00} overpaid ). I have been making double payments for 5 years now and they continue to show me late and charge me late fees when I pay XXXX monthly for 60+ months. The principal balance on my loan is {$220000.00} ( 18 years later ) - the original amount loaned was only $ XXXX in XX/XX/XXXX.
In addition, they told me they modified my loan to lower my payment but just noticed that they extended my payments to XXXX ( originally XXXX ) without my knowledge nor consent.
I asked an attorney to write letters asking for documents and explanation and still have not received any responses.
My balance is no where close to what the amortization should be for a loan that I have been paying on for now 18 years.
They are applying way too much to escrow, not paying my additional principal amount but suspending amounts, charge late fees, extending my payoff date and not responding to issues and complaints.
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11/01/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Trying to communicate with the company to fix an issue while managing or servicing your loan
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Web |
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First of all XXXX is the only person at Mr. Cooper that tries to help. Everyone else through the years is so incompetent and useless. So I am 90 days late. I tried to send a mortgage payment through XXXX XXXX. It worked fine last month. This month it keeps saying error. I brought it to XXXX, they tried sending the payment XXXX XXXX that was an error. They sent it bill pay which I told them it would get rejected XXXX didnt listen and of course it got sent back. Had to get a money order from them. I tried then sending it through XXXX l it doesnt go through XXXX because it says invalid biller number. Well I am not the biller Mr. Cooper is. I am the payee, now Mr. Cooper has a code XXXX. Thats not the biller number. XXXX says call Mr. Cooper. I call Mr. Cooper they dont know what I am talking about and was told nobody really pays there mortgage through XXXX XXXX Well why do you offer it then. Now I sent a money order to Mr. Cooper but I dont even trust them now to cash it l they are such a mess and they will respond here of course blaming me but I have the receipts. So I am tired of them, You cant even pay a mortgage payment and eventually I will have to get my lawyer XXXX XXXX involved. They need to be reprimanded, they want you to call them and when you do they dont have a answer and they never say hey XXXX XXXX let me find out the answer for you l what kind of company doesnt try to get a answer to get you l this isnt rocket science l it embarrassing and a complete joke
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06/05/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Older American |
In XX/XX/XXXX, XXXX XXXXXXXX XXXX and I were in contact with Mr Cooper, the resource assigned to work on my issues was XXXX XXXX. after multiple issues with the servicer refusing too allow me to pay down balance, they finally agreed. on XXXX the XXXX, my balance showed $ XXXX, XXXX XXXX sent me and the, mayor of corona staff an email stating that all payments that were reversed by MR COOPER would be added back to my account. she honored her word and the payments were reposted, she said she would call the California mortgage grant program and advised them I now qualify for the grant and would communicate my balance which showed $ XXXX in the servicers portal. on XX/XX/XXXX, I emailed XXXX and asked if she sent the grant people an update, she said yes 2 updates with my balance, I checked servicer portal again it said XXXX, on XX/XX/XXXX i received a decline notice from the grant program citing the servicer told them my balance was {$82000.00}, and that my home at timer of purchase was upside down, implying my home was not worth what I paid and the amount MR COOPER communicated was {$530000.00}. this is not correct at all. now I have been denied help to save my home due to the negligence of this servicer. if I owe XXXX, why doesn't that information show up in the servicer 's portal, I dont see anything that says XXXX it says XXXX as of XX/XX/XXXX. this servicer is deliberately trying to cause my home to go into a foreclosure by communicating incorrect detail to the state
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08/21/2020 |
Yes |
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- Trouble during payment process
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Web |
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Just got off of Forbearance, and mortgage company was adding extra fees for unexplainable reason, which i believe i am being taken advantage for their possible losses in their revenue..
Spoke to 2 different reps, and the first one i spoke to took my payment on XXXX, for 7 months, that i owed for being on forbearance, and told me that all i owed was for the fees, in which i told her i would pay those on XXXX. On that date, I went to the web site to make a payment, and notice and extra XXXX dollars added, when all i was told that, the payment was for the fees only, when on XXXX the payment, on the web site on that day read the 7 months payment due XXXX So i get on the web site on XXXX, and their is an additional XXXX dollars added, with a due date of XXXX The 2nd rep wanted to add an additional XXXX more for fees to the already XXXX dollar added amount on top of the fees that i had agreed to pay with the first rep on XXXX My complaint is the fees that am continuing to pay ; i feel are for their benefit and not mine.. I understand i was struggling to make payment for a while, but with fees for this and fees for that, how is a family going to make the correct payment if the amount on the web site is not the correct amount due hidden fees, which in then i get hit with a late fee because the right amount was wrong on the web site..This mortgage company took over my previous mortgage company ( Seterus Inc ) which i filled a complaint with them for Breach of my information..
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07/31/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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XX/XX/XXXX : Received payoff letter from Mr. Copper who is the mortgage service provider fo my mortgage. Payoff figure was good until XX/XX/XXXX XX/XX/XXXX Closed on sale of home located in XXXX, MA and closed on XX/XX/XXXX.
XX/XX/XXXX Escrow company sent check via XXXX overnight to Mr. Copper.
XX/XX/XXXX Mr. Cooper received check XX/XX/XXXX Mr. Copper cashed check XX/XX/XXXX Contacted Mr. Cooper and asked why mortgage has not been discharged. Was informed that payoff statement was incorrect and that there were not enough funds to payoff the mortgage. Was not provided reason for error and an explanation of how the {$1500.00} figure was reached. Informed Mr. Cooper that we would not pay additional funds until previous payment was applied to our account.
XX/XX/XXXX Received notice from new service provider RightPath Servicing that account had been transferred to them and that they were demanding payment. Asked that our account being sent to escalation for resolution.
XX/XX/XXXX Sent letter to escalation detailing transaction and providing documentation of payments XX/XX/XXXX Received response back from RightPath indicating they has received the letter we sent and that they did not find any errors and that we now owed them {$7800.00} to payoff the mortgage. There was no explanation as to how they arrived at this figure. They also included a new payoff statement that indicated they are charging interest for an additional 42 days after the loan had already been paid.
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07/10/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
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Web |
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My mortgage was transferred from XXXX to Mr Cooper for service in XXXX of XXXX No communication was made to me to let me know about this.
XXXXXXXX XXXXXXXX and Mr Cooper neglected to share with each other my contact information and made no attempts to contact me and let me know my payments would no longer be made to XXXX via auto pay.
Mr Cooper did not have my phone number, email, or correct mailing address. They stated that none of that was provided by XXXXXXXX XXXX. Attached is my completed profile on XXXX showing all contact information needed. Mr Cooper did not make any attempts to contact me within 15 days of transfer.
While Mr Cooper made no effort to contact me by phone, email or mail, they did take the time to report my mortgage payments as late even though I had no way to know they were now my servicing company.
Mr Cooper reported my mortgage as past due and late over not receiving payments. I was unable to send payments as I did not know my mortgage was transferred and that auto payments sent to XXXX had been terminated by XXXX.
Upon becoming aware of this issue, only by my credit reporting service. I looked up who made the negative report and confirmed it. Paid the account immediately to be up to date and set up automatic payments.
XXXXXXXX XXXX and Mr Cooper collectively failed to supply each other with my contact information then chose to damage my credit when I can not make payments to them anymore as I am not informed of the changes made.
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03/06/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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XXXX is our mortgage servicer, but they have not been fair in regards to our mortgage situation. We struggled when my husband and I both lost our jobs a few years ago, but our income is back to where we can afford our mortgage payments. We suffered through a hurricane and were given a hurricane forbearance, but XXXX lied to us about the terms of the forbearance and now we are in jeopardy of losing our home through foreclosure. We tried to apply for mortgage assistance, but XXXX is refusing to help us and say we can not afford our payments, all due to their mistake regarding how they handled the hurricane forbearance. They advised in XXXX of 2017 that they would take the amount postponed due to the forbearance and put it into the back of the loan. However, when we contacted them after the six months, we were advised that the total amount due was the six months and our regular payment. We are extremely frustrated with their process and representatives and afraid that we will lose our home through foreclosure. Also, they apparently approved us for a repayment plan and it was supposed to be mailed to us, however, we only received a request for mortgage assistance package in the mail. The representatives we speak with do not have a grasp of what is going on with our file and we do not have a single point of contact to deal with on our mortgage. We are not confident they are properly servicing our loan and we would like for your agency to investigate what they are doing.
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08/21/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
Servicemember |
My application to the California Mortgage Relief Program was approved for bringing my first mortgage current ( {$11000.00} ). Mr Cooper was given this payment XX/XX/2023 but applied the payment a full four months later to my account, on XX/XX/2023 ( which was confirmed by Mr Cooper ).
I was unable to begin an application with California Mortgage Relief Program for my property taxes until the prior payment to Mr Cooper was applied, so I was an additional XXXX months behind with my property tax payments.
My property tax application with California Mortgage Relief Program was finally submitted successfully on XX/XX/2023 -- -with full approval from employees of Mr Cooper XXXX who also acknowledged the four-month delay in phone conversations. However, my Property Tax application was then denied on XX/XX/XXXX because Mr Cooper, without informing me, needlessly intercepted and paid my property tax, even though I already told them the California Mortgage Relief Program was going to take care of it for me. Now I XXXX need to pay the amount of those taxes ( plus interest ) to Mr Cooper. The total taxes which Mr Cooper paid was {$3900.00}, including penalties. I attempted to remedy the situation with no less than XXXX different employees of Mr Cooper, some of whom were rude to me on the phone.
After this, I again applied to the California Mortgage Relief Program to pay for the months of mortgage payments missed while I had to wait for Mr Cooper. This is still in process.
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11/20/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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Our mortgage company, Mr. Cooper, contacted us ( numerous times ) to let us know that due to COVID hardship ( my self-employed business significantly declined ), we would qualify for a " deferral program '' for XXXX months. We were supposed to begin making our mortgage payment on XX/XX/2021, however they would not let me because they said they we should never have been accepted into the deferral program because we were a few months behind on our mortgage payments when COVID started. We were told that it was their ( Mr. Cooper 's ) unfortunate mistake that we were allowed to be put into this deferral program, however they could not do anything about it. After a few weeks, we were finally put in touch with a loss mitigation officer ( XXXXXXXX XXXX XXXX at Mr. Cooper and she said she would put a request in to see if Mr. Cooper would allow us to be placed in the deferral program. After XXXX days, she called back and said that they declined our request to be put in deferral. Interestingly, she mentioned that if we paid the {$6000.00} in back payments ( approximate ) she could put that request through again because we would be up to date on payments. We asked if that would guarantee that we would be accepted into the deferral program and she said " no ''. We contacted an attorney, who advised us to NOT pay them the {$6000.00}, unless we had a guarantee. We would never have agreed to go into deferral if we knew that Mr. Cooper was just going to try to foreclose on us.
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09/11/2019 |
Yes |
- Mortgage
- Reverse mortgage
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Web |
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Greetings CFPB, I am contacting the Bureau in regards to a Reverse Mortgage on my mothers house I inherited in 2016, when I obtained financing my financial officer made me aware of a monthly charge on the Champion Mortgage statements called a Service Fee Set Aside, after he submitted several inquiries regarding this charge with no response from Champion Mortgage before closing, he advised it appears this amount was never exhausted and the balance was not deducted from the final pay off amount and felt they owed me the un-used balance.
I would like to also advise Champion Mortgage from day one of advising Champion Mortgage of my Mothers death Champion Mortgage demanded the debt to be paid immediately or to surrender the property, I found very little information regarding dealing with this issue or my rights with a Reverse Mortgage Company, I did find that congress had passed a bill that the Reverse Mortgage Companies must give one year to settle an estate before taking action, upon advising Champion Mortgage of this information they advised me they would give me four extensions each three months in duration.
As you can see in the Notice of default letters they sent me, they offer several options but never inform me of my right to one year to settle the estate before I have to choose one of their options.
Can you please help me find out if Service Fee Set Aside is a legitimate fee and if they owe me a refund for the un-used amount.
Kindest Regards, XXXX XXXX.
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07/06/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account information incorrect
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|
Web |
Servicemember |
We have been on a Forbearance Plan which was offered by Mr. Cooper Mortgage numerous times due to XXXX being a Veteran. We elected this option and were guaranteed there would be no reporting of negative information on our credit report. However, the company continues to report negative information.
I have called the company 3 times to get this resolved. The second time, XXXX I was told the matter would corrected and a letter sent out confirming the negative information would be removed. I never received the letter, however I did receive a statement. I called the company again today. I was told again no negative information should have been reported on the account since XX/XX/2021 because the account was " coded for protection '' from modification to Forbearance again because of it being a XXXX Loan. The representative even offered another Forbearance since ours is soon to end, again.
I informed the representative it was imperative to get this issue resolved or I would be reporting to CFPB. This been so frustrating. We would never done the modification or Forbearances had we not been offered or had known our credit was going to be affected negatively. We feel the company needs to better train their Representative 's on how these programs work. We have spoke with several Representatives over the pas months and we continually told our loan has been in 'protected status ''. Due the misinformation provided to us we want our credit report fixed asap.
Thank you.
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05/08/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
|
My wife and I decided to pay the taxes ourselves on the home, which is when the trouble began. My wife and I then decided to have Mr. Cooper pay the taxes and insurance.
On XX/XX/2023, I received the following documents to have them pay the taxes and insurance. My wife and I filled out the documents and returned the documents to Mr. Cooper. In addition, I was instructed to send a XXXX dollar check to Mr. Cooper, which I did on XX/XX/2023, and indicated on the check that this would be applied to the escrow account only.
Today is XX/XX/2023 ; I called Mr. Cooper and was told that my Escrow was open and closed simultaneously. How can my escrow account be opened and closed at the same time?
I put on check in the memo section for Escrow shortage only. Unfortunately, Mr. Cooper failed to apply the money to my Escrow account. An attempt was made to move the XXXX dollars to Escrow, but because the account was open and closed, the money could not be moved.
Mr. Cooper refused to answer whether they would pay my taxes on my home, having assured me on or about XX/XX/XXXX that they would indeed pay all of my taxes on my home.
I can not afford to pay this month 's taxes as I gave the money I would use to pay the tax bill to Mr. Cooper. My wife and I have lived in the current home for the last 17 years and have never missed a single payment. However, we are now in fear of losing our home for failure to pay taxes brought on by Mr. Cooper and need immediate relief.
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07/02/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I am making additional principle payments to my mortgage company Mr. Cooper in order to pay it off early. On several occasions they have reversed the additional principle payment and have applied it to regular payment. My pay history on their website shows the initial principle payment that I made then their reversal. I have had to call them many times to get them to correct these reversals. They tell me that it is their computer system making the changes. They also reversed an additional escrow payment. The result of the changes they make are that my account is paid ahead, but is incurring more finance charge which benefits their company not me. I had the same problem when I was paying extra on my second mortgage through their company. I had to repeatedly call to have my additional payments corrected after a reversal. That account is now paid. I have my regular monthly payments scheduled through them on autopay, so it is not as if they don't know that my regular payment is processing. The dates of the payments that were reversed are XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. I have requested that they stop reversing my payments multiple times. I have also requested that the sell my account to another lender. They are not my original lender. They refused and said I would have to refinance if I want a new lender. I believe their program is designed to reverse additional principle payments in order to charge their customers additional finance charges.
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05/08/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Difficulty submitting a dispute or getting information about a dispute over the phone
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Web |
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I have been a costumer of Mr. Cooper a mortgage company for about XXXX years now.
I did not receive a notification about how mr. Cooper was gon na raise my mortgage due to escrow.
And since I dont pay online due to the unreasonable chargers of paying with a card I like I have for the past XXXX years mailed in a check of the amount that I have been paying for the last couple years.
After I was made aware of the fact that mr. Cooper since has raised my mortgage payment. I sent the additional money instantly to the mortgage company. So I did not miss a payment. But I was short on XXXX of my payments. And as soon I heard about it I sent them the difference. Not thinking nothing of it and thinking it was handled. Mr cooper then proceeded to report to the credit bureau that I missed a payment while my difference of payment was in motion to them. And that report knocked down my credit XXXX total points and now put me in a predicament to be homeless because now I can not qualify for the house that I am in the process of buying.
Due to the fact I have already invested XXXX money into the house I was planning on buying I need this corrected as soon as possible. Please help me out because I have been trying repeatedly through emails and phone calls to get in contact with someone at mr. Coopers credit team and I havent had any luck. This process of trying to contact them has been a XXXX week period and still have yet to have any information about being helped out.
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12/12/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
Older American |
I have been trying to get Nationstar Mortgage to return insurance claim proceeds for 7 weeks, and they keep delaying and abusively putting me off. I have repeatedly called and requested a status, and am told it is in review and that they will get back to me in 5 business days. After getting this same answer several times I have requested to talk to a supervisor, and the customer service representative said they would have a supervisor call me back in 48 hours. I have not received any of those promised callbacks.
The company is currently holding {$99000.00} of my funds that I received from XXXX XXXX XXXX as the result of a lawsuit settlement. They received these funds on XX/XX/XXXX.
I had already passed my " final inspection '' by Nationstar Mortgage on XX/XX/XXXX that qualified me for release of all funds. There is no reason for them to be holding my funds but they refuse to release them. Twice they requested additional information : 1. On XX/XX/XXXX they requested an updated Adjuster 's Worksheet. I explained that they already had it, but to avoid any delay, I went ahead and resubmitted the document to them. They received the document on XX/XX/XXXX.
2. After much back-and-forth, they then said I needed to submit a copy of the legal documents from the lawsuit. They had no reason to ask for these documents and had no right to them since I had already passed " final inspection '' but I sent the documents anyway. They received these documents on XX/XX/XXXX.
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06/07/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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In XXXX of 2021 my escrow was re-analyzed by Mr. Cooper and my mortgage payment went down starting in XXXX. Because Mr. Cooper was late sending out this notice, my autopayment sent a mortgage for the old amount of {$1500.00} and not the new amount of {$1300.00}. I reached out and asked the extra to be applied to my principal.
Immediately I started seeing unusual charges on my account like " Maintenance '' and " Lender Paid Expense ''. I started inquiring about these fees and was told they were related to " property registration that was filed in 2021 due to a delinquent account ''. I've never missed a payment so I started inquiring about why that happened and specifically who they paid the fee to. I tried via long phone calls and also via emails to XXXX, XXXX, XXXX and XXXX. I also spoke to the PA Dept of Revenue and the boro where the property is and nobody knows anything about delinquent accounts.
Because the Mr. Cooper message portal marks every message as " resolved '' and disables replying, my only options are to sit on hold for hours to be connected with someone who says " they're looking into it '' or email people who then reply with paper mail saying " they're looking into it ''.
I just received another statement with another " maintenance '' fee. I honestly think Mr. Cooper stole the money and is just avoiding me because they can't provide a receipt or recipient of where this money went or why.
Any statements included show unexplained fees.
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06/11/2021 |
Yes |
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- Trouble during payment process
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Web |
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Since I bought my home back in XXXX my FHA monthly payment has been for $ XXXX {$1400.00} including hazards insurance. The differences reflect shortage in escrow. To my surprise in XX/XX/XXXX when I called to have them remove my PMI I found out that my mortgage company removed my Hazards insurance from my mortgage monthly payments without my authorization and I was left without insurance. I called my mortgage every day since I was told, I talked to escrow department, Escalation department, and with the Insurance department. they said I had to pay for my insurance to have them reinstate my insurance into my mortgage and I said no! they have my money that I been putting into escrow and they have my money. Now they paid my insurance and made me sign and agreement to have them put my insurance back into my mortgage, which I find disturbing because they didn't asked me to sign anything to have it removed. so, now my mortgage has increased to {$1500.00} to cover for the insurance they paid to farmers {$1400.00}. This is very unfair, since they removed my PMI I should be paying for my mortgage {$300.00}, so where is the benefit of having my PMI removed. They have my money in escrow to cover for the hazard insurance where is the money. All these years I have never paid no more than {$1400.00} including hazard insurance and taxes.
Please advice, I have been very stressful trying to settle with my mortgage company and nothing gets done. I need your help and advice.
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02/03/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
Servicemember |
My loan was recently taken over by Mr. Cooper home mortgage loans XX/XX/XXXX. In that time they have double charged me twice, when disputing payments that were never authorized on my behalf nor scheduled on my behalf they charge me fees to dispute. When contacted them in XXXX for XXXX XXXX charge they instructed it could not be waived, even though the disputed charge was never scheduled on my behalf. Again XX/XX/XXXX another duplicate payment was made not authorized by me, I have confirmation emails showing my one monthly payment only. When contacted company to dispute they yet again charged me another non-waivable fee for a payment they made an error on. When asked if this was going to occur every month I schedule a payment they had no response. When asked to speak to a manager they changed the subject and ended the call. When scheduled a call back on Monday XX/XX/XXXX a call back was never received. I now have XXXX XXXX worth of disputed fees attached to payments I never authorized in the 2 months they have had my loan. I have reported to XXXX but have not heard back in regards to this matter. I want to be able to pay my monthly mortgage payment without having to worry about being double charged, lied to, and made a fool when I have been a homeowner for 13 years I have never experienced issues and customer service more horrendous than Mr. Cooper. They should not be in business let alone doing this to hardworking people who pay and have impeccable credit.
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12/07/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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I filed a complaint previously about this new lender and their inconsistencies with my loan since it was transferred to them. They replied to that CFPB complaint and said that I didn't need insurance escrowed. After getting their response letter I did further investigation and was told my my HOA that I am not covered under the condo or master policy as stated by my lender and that since I am considered HOA ( there are condos within my neighborhood ; however I am not one of them ) I needed to purchase my own insurance. I left it alone and decided to pursue insurance on my own.
Fast forward to today and I show a debit for XXXX on my account. I called customer service and was told that this company re-added the insurance back to my account and are now saying that I need the insurance. Why is the payment XXXX and not what I had previously paid when the loan originated? XXXX was the company I selected for my home insurance policy but the lender says they have no clue of this. Why? I need this corrected and for my payments to reflect consistently with what I had agreed to when i closed on the loan XX/XX/XXXX. I need this lender to show me what I agreed to and explain any differences in payments as well as explain why they are sending the payment to homesite and not XXXX since I am considered HOA. I need to understand why they have now changed their mind yet again and started taking out the money that they refunded to me per my previous complaint with CPFb, XXXX.
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08/01/2019 |
Yes |
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- Trouble during payment process
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Web |
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Nation Star /Mr Cooper the alleged servicer in my home account sent me a letter to have my account transfer to XXXX XXXX. Knowing XXXX XXXX was the current Investor I asked why I was not inform by the previous investor or the new investor about this transfer.
I don't even know the information in the new investor according with XXXX XXXX they said the Transfer got done last XX/XX/2019, If the transfer got done in XX/XX/XXXX it Clear it occurred a violation of TILA 15USC 1641 provision 131 ( G ) by the new investor in failing to provide me its information.
Its clear to me there was a Transaction in the Past between XXXX and Nationstar without the authorization of the Investor, Per the Original agreement I had with XXXX XXXX XXXX in the document signed " I'm aware the account can be transferred as many times and it can be done only by the INVESTOR/OWNER '' not the Servicer as it seems its occurring twice The servicer function is to service the account only as its name shows. The Servicer doesn't have the Authority to transfer or Sale the Account. Also doing this inquire I have to mention the balance reflected in this account is not Accurate as it reflect in the last statement from Nationstar/Mr Copper. Account # XXXX showing a balance of {$290000.00} when the original Deed I have is for $ XXXX from XXXX XXXX XXXX.
Please see my letter and other supporting documents directed to Nationstar/ Mr Cooper . I want to have the CFPB to interact in my behalf in this.
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12/13/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
|
mr. cooper mortgage company has taken incorrect amounts out of my escrow account for my XXXX XXXX 's XXXX as well as for my yearly taxes- as you might imagine, for way more than they were supposed to.
I've contacted mr. Cooper via phone and chat now well into double digits and every time it's just more lies and deceit. My insurance company ( XXXX XXXX ) threatended to cancel my policy due to lack of payment bc mr. Cooper didn't pay it out of my escrow account as promised. I contacted those XXXX and they told me we sent a check, oh well that its been a month and might bc lost.
I kept getting jerked all around to departments without help. I was told that the payment was stopped and that they would send a new check. Finally, the check made it to XXXX in time before losing all of my insurance but then the first check is still lost. mr. Cooper refuses to cancel it and now my escrow account has a negative balance. They refuse to help of pay me the money that they stole from me. They haven't verified anything with me and just steal my hard earned escrow money.
Additionally, they overpaid my yearly tax amount XXXX XXXX as well. I have letters proving the amount and they overpaid that w/o asking me before hand or verifying anything. They keep blaming XXXX XXXX and now the county- telling me that its my problem and figure it out with them. Meanwhile, my escrow account has a negative balance and I can't afford to pay for anything going forward because of them.
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05/17/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
|
I am current on my payments so far.
The problem is I am late on the month of XX/XX/XXXX and the month of XX/XX/XXXX the XX/XX/XXXX payment has already been paid and yes maybe the other payment I have paid them a bit late but I am current.
I am experiencing a fraud situation with the bank that I currently make the payments with.
There was fraudulent activity going on and as I have disputed the transaction and open a claim complaint with the bank. They said it would take up to 90 days to solve this matter and because it was more than 2000 dollar they need to further investigate. My account was hacked as some hacker took my debit card numbers and hack them and used them in the state of Ohio and California I live in Illinois and have not shopped in those states.
I have informed me.cooper about my situation and they have denied to help me by not reporting it to the credit bureau as late payment and also to wave the late fees for XX/XX/XXXX and XX/XX/XXXX but they refused to as I explained the reasons of why I need there help its just the late fees. They have already issue a new late fee this month but I sent them a pdf letter explaining the reasons of what was happening with the bank account and they still refused to not wave the late fees. I am very happy that they have gave me all this much help but I need help now too this late fees were not my fault as I intend to pay o time before the XX/XX/XXXX or XX/XX/XXXX of echa month to avoid the late fee charge.
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10/20/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
- Escrow, taxes, or insurance
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|
Web |
|
applied for a refi in like XXXX and it took till XXXX everything was set there was to be NO escrow account. when title 365 showed up to sign the documents there was an escrow account setup. before i signed i called my loan officer and they recorded the call and I recorded the call and was told to not worry about it they have it on file that i waived escrow so once the papers are signed they will fix in post... taking their word for it, i signed the documents and then never heard anything more about it. i received a call from their collections dept claiming that i was not paying the correct amount. upon further review they never fixed the escrow account so i was behind in my payments. i called my officer, the collections dept, the escrow dept, mgmt, XXXX near anyone i could get on the phone. left a ton of messages. every single person that calls me or talks to me says that someone else has to deal with this or that i signed the documents so there is nothing they are going to do. i do not owe the mortgage company additional money over what is borrowed. they have no right to continue an escrow account when i was told they would remove it. its some simple paper work and yet they refused to fix it. they are reporting to the CBR that i am delinquent, they are violating the FDCPA, pretty sure this is violation of the truth in lending, maybe a bunch of other things too. they are shortly going to attempt to foreclose because of this but i dont owe them that money.
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03/01/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account information incorrect
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|
Web |
|
I monitor my credit on a weekly basis to weed out fraud or anything unusual happening to my account. Back in XXXX I got a ding on my account saying that a merchent pulled my credit report. I then got in contact with XXXX. I spoke with a representative from XXXX and then I let them know that I wasn't aware of the merchant who pulled my credit. They then told me to file a complaint with the FTC. I did so along submitting the FTC documents and writing a letter to XXXX. Maybe 30 days later I had still seen that the merchants information was on my credit report. Then I also go another ding on my account about another account that was in XXXX. I called XXXX again and I explained to them that this account had been closed since XXXX. They then told me that I had to contact the company which I did and I spoke with a representative at the company. They then told me they had spoken with XXXX to have this account reflect as being paid off. However, nothing has changed on the credit report. I called XXXX again and I sent a written document along with a copy of the actual report. And again it's still on my credit report - nothing has changed. 3 weeks ago I did a dispute of 3 items on my credit report and I noticed a change on my credit score. I had called yesterday and last week requesting that these items be removed. It shows " Closed '' but not removed from my credit report. I've seen a lot of derogitory accounts on my credit report that I would like to have removed.
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06/30/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Information belongs to someone else
|
|
Web |
|
I've been disputing fraud accounts on my credit report since XX/XX/2020. I keep sending multiple sets of letters to the bureaus and the creditors so the excuse of " we didn't get it '' doesn't happen. Furthermore, each letter is certified mail with tracking and each letter shows signed and delivered and yet the bureaus are still not taking any actions. The accounts are not showing in dispute nor are they removed from my report. The accounts always show up with different name variations and different account number variations and yet the bureaus seem to ignore the trend and let these fraud accounts affect my credit score. I have requested the investigation to be initiated and also verifiable proof to be submitted should the account claim to be mine. Not only have I not received any mail showing the verifiable proofs needed to justify the accounts to be on my report, I haven't even received any letters at all stating the investigations have begun. Per the FCRA and federal law, the process is supposed to be 30 days. 250 days later, I'm still here shelling out money for certified mail with no end in sight and no results to show. This is my last option before I take this up with my lawyers and sue for full compensations and damages incurred. Finally, it seems that when these complaints are submitted, the bureaus are using the excuse that they " can't confirm my identity '' to get away with taking no actions on my credit report. Please investigate this as well.
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07/18/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
Servicemember |
Unbeknownst to me, apparently, in XXXX, my mortgage company sold my mortgage to a company known as " Mr . Cooper. '' I started receiving generic letters from " Mr . Cooper. '' I presumed it was just spam. Never did I ever expect or imagine a mortgage company would be called " Mr . Cooper. '' My son finally opened one of their letters yesterday because he had recently bought tires for his car from " XXXX XXXX. '' Suffice to say, we were shocked to find out that Mr. Cooper 's legal team was notifying me that I was {$4900.00} in default and that Mr. Cooper would take legal action.
Lucky for me, as a retired XXXX XXXX, I have the means to pay this sum of me. I have had many many mortgages and they are have been bought and sold and never did I have to restart my automatic deposits. I can only imagine those less well off than me who are about to lose their homes to a company that has cleverly chose a name so as not to bring attention to itself or let you know the importance of them. I think this is nothing but an effort to take the homes from people by naming a company a ridiculous name so that its customers will not realize the severity of ignoring them.
I hope you will take a look at the duplicitous business practices of this company and the intent/origins of their name. I bet you will find that many of its customers are defaulting on their loans simply because they were unaware that their loans had been bought out.
Sincerely, XXXX XXXX XXXX, XXXX XXXX
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02/22/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
|
XXXX on XXXX XX/XX/2021 I have Mr. Cooper mortgage for years now. On XXXX XXXX XXXX I made an additional payment of $ XXXX towards my principal. More than 4 days - it's not reflected in the Amortization schedule ( Amortization schedule is not even visible ). Even after so many additional principal payments, Payoff calculator is way off and it still shows XXXX maturity date while it should start showing something like XX/XX/XXXX/XX/XX/XXXX as the initial date. There are lots of discrepancies on their website to reflect the balance and total. When called customer service on Friday and also chatted - i was assured of fixing this - but no fix till this point of time. Customer service there is a long wait. Auto bot doesn't let customers talk to the real person.
Finally after a lots of follow-up I got the amortization schedule via email but it is not reflecting another additional principal payment of {$4700.00} made on XX/XX/2021.
I did numerous chats and phone calls. Why i should depend on inefficinent humans to see my revised amortization schedule?
Why the online amortization schedule is not visible now?
Worst thing, after turning on escrow account, there is no transparency. Amount of escrow account is not in sync with all the sections of my online account. It seems that there are too many internal buggy systems in Mr. Cooper and everybody from different IT department is showing a different $ $ figure at various places.
Highly inefficient organization.
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02/28/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
|
|
Web |
|
On XX/XX/XXXX, my mortgage loan was transferred from XXXX to Mr. Cooper. I was not made aware of this transfer.
On XX/XX/XXXX, I utilized bill pay via my XXXX XXXX account to pay the XXXX payment to XXXXXXXX XXXX for {$2100.00}.
My XXXX statement from Mr. Cooper came to me showing that I had missed XXXX 's payment.
Since XXXX, I have been working with Mr. Cooper, XXXX to resolve this problem.
I was told by Mr. Cooper that they would work to retrieve my XXXX payment from XXXX. I worked with XXXX and Mr. Copper for months to resolve this issue. XXXX stated that they did not receive the payment, however, my bank records show that they cashed the check received by XXXX XXXX Bill pay in XX/XX/XXXX.
On XX/XX/XXXX, I see that my credit score dropped almost XXXX points. I called Mr. Cooper and was told that since XXXX told them that they did not have the money for XXXX 's payment, there is nothing that they can do! That day, I paid Mr. Cooper the XXXX payment and started working with XXXX XXXX with Mr. Cooper. Her number is XXXX XXXX I gave her documentation from my bank that proves that the XXXX payment was cashed by XXXX and she was going to submit that to her supervisor to look to resolve the issue with my credit score. Nothing has been resolved. I was told during this entire time by Mr. Cooper that my credit score would not be affected but it has and this is not my doing.
I need help please. How can I get this issue resolved ASAP with my credit score?
|
02/28/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
|
|
Web |
|
On XX/XX/XXXX, my mortgage loan was transferred from XXXX to Mr. Cooper. I was not made aware of this transfer.
On XX/XX/XXXX, I utilized bill pay via my XXXX XXXX account to pay the XXXX payment to XXXX Mortgage for {$2100.00}.
My XXXX statement from Mr. Cooper came to me showing that I had missed XXXX 's payment.
Since XXXX, I have been working with Mr. Cooper, XXXX to resolve this problem.
I was told by Mr. Cooper that they would work to retrieve my XXXX payment from XXXX. I worked with XXXX and Mr. Copper for months to resolve this issue. XXXX stated that they did not receive the payment, however, my bank records show that they cashed the check received by XXXX XXXX XXXX pay in XX/XX/XXXX.
On XX/XX/XXXX, I see that my credit score dropped almost XXXX points. I called Mr. Cooper and was told that since XXXX told them that they did not have the money for XXXX 's payment, there is nothing that they can do! That day, I paid Mr. Cooper the XXXX payment and started working with XXXX XXXX with Mr. Cooper. Her number is XXXX XXXX I gave her documentation from my bank that proves that the XXXX payment was cashed by XXXX and she was going to submit that to her supervisor to look to resolve the issue with my credit score. Nothing has been resolved. I was told during this entire time by Mr. Cooper that my credit score would not be affected but it has and this is not my doing.
I need help please. How can I get this issue resolved ASAP with my credit score?
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06/30/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Information belongs to someone else
|
|
Web |
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I've been disputing fraud accounts on my credit report since XX/XX/2020. I keep sending multiple sets of letters to the bureaus and the creditors so the excuse of " we didn't get it '' doesn't happen. Furthermore, each letter is certified mail with tracking and each letter shows signed and delivered and yet the bureaus are still not taking any actions. The accounts are not showing in dispute nor are they removed from my report. The accounts always show up with different name variations and different account number variations and yet the bureaus seem to ignore the trend and let these fraud accounts affect my XXXX XXXX. I have requested the investigation to be initiated and also verifiable proof to be submitted should the account claim to be mine. Not only have I not received any mail showing the verifiable proofs needed to justify the accounts to be on my report, I haven't even received any letters at all stating the investigations have begun. Per the FCRA and federal law, the process is supposed to be 30 days. 250 days later, I'm still here shelling out money for certified mail with no end in sight and no results to show. This is my last option before I take this up with my lawyers and sue for full compensations and damages incurred. Finally, it seems that when these complaints are submitted, the bureaus are using the excuse that they " can't confirm my identity '' to get away with taking no actions on my credit report. Please investigate this as well.
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11/10/2023 |
Yes |
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- Closing on a mortgage
- Delays with the closing process
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Web |
Servicemember |
I listed my property for sale in XXXX and it went under contract quickly. The closing attorney requested a copy of the title showing Mr. Cooper as the lien holder. According to the SCDMV XXXX XXXX XXXX was still named as the lien holder which I never had as a lender. My closing attorney said they needed to get a duplicate title from the DMV naming Mr. Cooper as the lien holder. I have been in contact with several people at Mr. Cooper concerning this since XXXX. XXXX XXXX has been the primary contact. I also spoke to a XXXX in the escalation department. For a week I have left voicemails with both people and have not been called back. I explained that I can not afford to pay two mortgage payments and that I need to sell my property ASAP. This has held up the sale of my property for 3 months now. I call them at least once a week and get the same answer that nothing has changed. This property was purchased in XXXX and Mr. Cooper has had it since I believe XXXX. The title has never been changed in XXXX XXXX and no one can tell me who the XXXX XXXX XXXX is and why they are on the title. Mr. Cooper has failed to get the paperwork completed and filed when they took this loan over and now I am suffering for their mistakes financially. If you own a mobile home, I would check to see if the title is correct. My attorney told me this is very common for Mr. Cooper to NOT have the title in order and is why he always requests a title before proceeding with a closing.
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06/16/2020 |
Yes |
- Mortgage
- Other type of mortgage
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- Trouble during payment process
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Web |
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My Mortgage was sold to Nation Star in XXXX which is now called Mr Cooper.
As of XXXX I paid my real estate taxes and XXXX there was no escrow on this account with this company because I paid my taxes and insurance.
Fast forward XXXX I was paying my taxes as usual. XX/XX/XXXX I notice an increase in my mortgage of {$920.00} a month in addition to my mortgage payment.
Called Mr. Cooper they told me that the state notify them of a lien on my taxes in XXXX.
Went to the city of XXXX in XXXX they showed a balance of XXXX taxes of {$2600.00}. I had no idea of this balance from the city of XXXX. My problem is I have been paying the extra {$920.00} for now but I can not continue the excessive amount of escrow. I have called and spoken to the company every month since this started in XX/XX/XXXX. The reason there was a balance of $ XXXX.in XXXX was because the exemption was not given to me because of a simple oversight by the Assessment office.
That was cleared and the exemption was approved in XXXX. Now going forward I want to pay my taxes directly to the city of XXXX instead of Mr cooper taking from me the excessive amount of {$920.00} each month.I am being treated unfairly by this mortgage company. By charging this outrageous fee I believe this company is trying to foreclose on my mortgage. And this is another way for them to put more money in their pockets by forcing the homeowners to pay extra for escrow. Your help will be greatly appreciated.
Thanks
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06/11/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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I was named Personal Representative for my brother 's estate when he passed away in XXXX, 2019. In XXXX, 2019 - his condo was sold and Mr. Cooper provided mortgage pay-off letter. At closing, it was discovered we had overpaid during mortgage settlement. One overage check {$700.00} received and cashed in XXXX, 2019 ; however, additional checks were not received.
XX/XX/2019 - Submitted complaint to the XXXX XXXX XXXX in Texas.
XX/XX/2019 - Mr. Cooper advised that checks were issued on XX/XX/XXXX for {$310.00} and XX/XX/XXXX for {$71.00} but, despite my correspondence, checks were sent to my brother ( deceased XX/XX/2019 ) in card of his address ( which was sold XXXX, 2019 ) -- checks were never received, presume " lost in mail '' or simply returned to company as undeliverable. Their letter advised that these checks were stopped and reissued on XX/XX/2019. They were never received.
XX/XX/2019 - Reopened complaint with XXXX XXXX XXXX ( Texas ) since 2nd set of checks were not received.
XX/XX/2019 - Mr. Cooper replied that checks again had been sent to the wrong address -- these checks were stopped, reissued and mailed on XX/XX/2019. As of today, XX/XX/XXXX, no checks have been received.
XX/XX/2019 - Reopened complaint with XXXX XXXX XXXX ( Texas ) and requested checks be reissued and sent to me, Certified Mail, at my new address.
Amount remaining due is {$380.00} ( confirmed with their records ), four months after paying off mortgage on XX/XX/2019.
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11/30/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Older American |
My name : XXXX XXXX address : XXXX XXXX XXXX XXXX XXXX GA XXXX Loan : XXXX I purchased home XX/XX/XXXX it's a XXXX XXXX Paid XXXX Down Payment : XXXX First loan Mod. XX/XX/XXXX with an attorney Mortgaged changed from XXXX to XXXX as soon as the attorney made an exit my loan returned to XXXX it was a verbal Loan Mod no MERS.
XXXX attempt at loan Modification I was requested to place another XXXX payment of XXXX. No one remembers I paid that via Bank XXXX XXXX certified funds.
XX/XX/XXXX I became ill unable to walk or work no income XXXX took 4 months to pay this was XX/XX/XXXX I was in the hospital. I was advised that if I could come up with 1 payment they would stop the foreclosure. While hospitalized I offered Nationstar XXXX payments and they refused them. They will request that I do something, then when I do it they change the promised outcome.
The last mod. was for XXXX with a XXXX income of XXXX after I paid the 3 payments they changed the mortgage payment to XXXX. more than my entire income. I ask how could they do that I was informed that to take home XXXX I would have to earn XXXX so the loan mod. was done on that amount. I Filed BK the last Trial was for XXXX pass that one. They took over a year to complete process.
XXXX XXXX offer is XXXX for a house that's worth XXXX the agreement is for 40 year loan at 4700 month = XXXX XXXX and at the end of that loan is a balloon for XXXX. they say I owe XXXX they have placed that on the loan twice.
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05/12/2021 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
I have a morgage with Mr.Copper in XXXX of XXXX my husband XXXX from the XXXX. I then called Mr.Copper to ask for a forbearance they put me on it. I couldent make my payments for XXXX and XXXX. I then started to give them payments on XXXX and ask them to take me of the forbearance. They then said the would and started to send me paper work on how I would be able and that meant to put my payments on to the end of my mortgage and take a HUD adjustment I called them and told them I was not interested to do. They then told me that I was behind XXXX through XXXX. and had acured now interest on my payments cause I did not give my hole monthly payments. I started to give XXXX in XXXX and XXXX. in XXXX I called and finally I seen the amount I was to give of XXXX and I did. I was told then that if I gave XXXX for 3 months I would be ok. They said also that I was behind only XXXX. Today and I was left still on the forberance and gave my payment of XXXX that they said to give XX/XX/XXXX. they told me also that I didnt have to give payment cause it would do no good. But I did and told them I was told last time to do so and this would make me get back on track they then said it would not benefit me in anyway. I would really like to find out what is really going on cause this to much and for them to get me off the forberance that I have told many times to do and havent still and wish for them to show what is really my monthly payment and let me get back on track.
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07/31/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Loan was transferred to new servicer. Accidentally the 3rd payment was made to the prior servicer on time and with sufficient funds, so we though the payment was made- all set as always. The prior servicer didn't forward the payment, ( or notify me in any way it was sent to the wrong place ) and the rejected payment didn't post as failed with my bank until after it was already late. I forwarded the copy of the bank statement showing it WAS paid on time, along with the payment, and the current month 's payment due, as soon as it was discovered it hadn't processed.
I submitted to the servicer, who has since applied late fees, and is not posting the regular payments due to insufficient funds due to the unwarranted late fees that were applied.
I have tried to expedite this with the servicer, to no avail, so it is time for the CFPB to try.
It has negatively affected my credit rating, caused other credit score driven issue such as my a rejection of my daughters student loan application for her tuition due XX/XX/XXXX. If they due process the student loan, it affects the terms we receive on it due to the low credit scores associated with the issues created by the misreporting of Mr. Cooper regarding the mortgage payment servicing transfer issues. Mr Cooper was unwilling to to expedite any part of this. I attached the statement showing the payment XXXX to academy mortgage and the XXXX paid XX/XX/XXXX.. The rejected one was also resent on XX/XX/XXXX XXXX
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03/23/2022 |
Yes |
- Mortgage
- Reverse mortgage
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- Trouble during payment process
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Web |
Older American |
I am a surviving spouse with deferral rights. My loan servicing is being transferred between Champion ( XXXX ) and XXXX ( XXXX ). I am caught between the two of the awful companies in trying to get a loss draft check paid to my contractor that did {$20000.00} repair to my home. I have provided Champion my information, time and again, and they always need for me to verify that I am the surviving spouse with the deferral rights. It took me months to gather the information, again, that they needed to pay this contractor. Once I that repeated request was resolved, Champion told me they could not issue a check because my account was being transferred the XXXX.
I called XXXX- they told me they didn't have the funds and it could take 30 to 60 days to get the funds and then issue a check, The contractor is threatening to sue me! I have called the mortgage company, my attorney has called, my friend and I called together. All I get is sorry - nothing I can do.
I've asked for an escalation- nope, can't do. I asked for a supervisor- nope, can't do.
XXXX put me on hold for 10 minutes today. I hung up and called back. This time, after demanding a supervisor the attendant read me their script and then hung up on me.
I just want the contractor to be paid, and without having to take me to court. They have the funds from the insurance company. The check has been endorsed. An inspection was made on the work.
I need help- please help me get this contractor paid.
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11/25/2021 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
Since XXXX XXXX XXXX This company has systematically prevented me from obtaining true reason to why my all of my modifications are being denied AFTER they give a invalid explanation of their reasoning AND then when i do show proof of their errors, and patterns of violations of FACTA caused by their own omission they never received timely docs on multiple modification denials causing unnecessary harm that could have been prevented so my point is had they Secured my documents all along this wouldn't have harmed me and i wouldn't have a bunch of complaints .Mr cooper has continually violated section 12 U.S. Code 5219 - Foreclosure mitigation efforts of the Dodd frank act cause they haven't fulfilled their part of the bargain by Securing my information properly and accurately depicting exactly what my ability to repay etc then I never get a real explanation as to why after they are caught in their lie.. I mean they could have said we saw a error but NOTHING. then it caused serious stress and financial harm that was unnecessary.. I mean its thanksgiving and im still at it with this servicer that wont do the right thing and even when they are compelled by Cfpb etc they jsut stiff judgments and hurt more people with their polices .. whose the chief compliance officer of this company?? one must be called to task for the ineptitude of this farce attempt at compliance with federal and state regulations that were simply put into place to protect all consumers
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05/30/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
I am a senior, trying to pay ff my mortgage. When I called Mr Cooper for the payoff number earlier this month, they wanted to charge me {$25.00} to tell me the number. Instead, I paid off the outstanding loan amount. Yesterday, I received a letter with the pay off amount {$100.00} if I paid it THAT DAY. I got onto my computer and transferred the amount plus 2 days additional interest to the lender.
After reading the paperwork sent with the statement, I saw the payoff amount must be via a wire transfer or a certified check. This is a huge problem for me right now. Pennsylvania is still a red state. It is difficult to do a wire transfer or certify a check with limited bank hours and since I've been quarantined for the past 11 weeks, I'm not comfortable going into the bank. Then, the several days it will take for the mail to deliver to the lender, or the additional money it would cost to XXXX the check plus the cost of a wire or certified check all add to my financial burden. Why is this a stipulation when the mortgage company will already have my pay off amount on Monday and I certainly would not be ale to take it back? This arbitrary rule would annoy me under normal circumstances but as an immuno-compromised older citizen, I find it to be heavy handed and mean under these Covid 19 circumstances. I might also add I have never been late with a payment and have never given this company any trouble in the past. I simply need them to work with me here.
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01/07/2020 |
Yes |
- Debt collection
- I do not know
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- Attempts to collect debt not owed
- Debt was paid
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Web |
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I am writing to you once again in regards to the loan you have on file as RE : XXXX Reference # XXXX, Property address:XXXX XXXX XXXX XXXX , FL XXXX, Source file # XXXX.
Mr. Cooper has indicated in previous responses that XXXX XXXX is the owner of the loan. Please provide the XXXX XXXX loan number. XXXX XXXX states : The servicer must maintain permanent mortgage account records for each loan it services for XXXX XXXX. The records must be identified by XXXX XXXX loan number ( and any related participation certificate or MBS pool number ) in addition to any other identification the servicer uses. Also, it is my understanding that as the current servicer of the loan, Mr. Cooper is required to have full & complete accounting records from " origination '' to present. If any accounting is missing-all numbers are questionable. CDS 's are credit default swaps-All 3rd party payments, properly accounted for, should serve to reduce and/or extinguish any outstanding obligation ( the note ). There must also be evidence of proper negotiation, transfer and payment, which should accompany the " original '' note to give it credence and enforcability. XXXX XXXX has a discrepancy with the principle amount Mr. Cooper/Nationstar Mortgage, LLC was attempting to collect. The amount reported by XXXX XXXX is not the same as the amount reported by Nationstar Mortgage. There is no loan. Nationstar Mortgage has been collecting on a debt which was paid off and does not exist.
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02/14/2019 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
On XX/XX/2019 my mortgage was transferred from XXXX to Mr Coopers. I made my XXXX mortgage payment to XXXX and they cashed my check and funds deposited in XXXX XXXX. When the mortgage was transferred my XXXX payment was supposed to have transferred. I waited till XX/XX/2019 to check my account at Mr Coopers and I found that my XXXX payment was not posted to my account. I called XXXX on XX/XX/XXXX and could not get past the customer service operator. The best that she could tell me was the loan and everything that went with the loan was transferred to Mr Coopers XXXX XX/XX/XXXX. I called Mr. Coopers on XX/XX/XXXX and again could not get past the customer service operator and all she could tell me was I owed {$620.00}. For 25 days of calling both company 's I finally Got a person to give me some direction on what to do. She told me she started a missing payment complaint. I told her I had Canceled checks of my payments as proof my mortgage payments were made. She told me to send copies and gave me the address. I sent copies to the address certified mail and they were delivered to that address on XX/XX/2019. As of today XX/XX/2019 I have not heard from Mr Coopers nor has my problem been fixed. I did Make another payment on XX/XX/2019 on bill pay to keep from getting a bad credit report. As of this date XX/XX/XXXX I show I should be paid up till Through XXXX next payment due in XXXX. Mr Cooper has me as being paid through XXXX next payment due in XXXX.
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03/22/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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This is follow up to the complaints XXXX XXXX & XXXX ) from XXXX. I am attaching the last responses XXXX XXXX XXXX from Mr. Cooper had sent to my complaint where they had assured that the escrow was wrongly put into my account and that they had credited the amount that was being reflected.
Things worked well for a couple of months - however, I just received another letter in the mail asking me to pay up the exact amount and showing that as a negative escrow balance. The reason being provided that those funds were used to pay for property taxes. As far as I am concerned, my property taxes ( both installments ) have been paid by me - the 2 dates as XX/XX/XXXX and XX/XX/XXXX for the 2 installments ( which correspond to the dates the checks cleared my bank ).
It is possible that Mr Cooper sent the tax payments to the county - however, that is not reflected on my property account and it is between MrCooper and the county to work out how to resolve that payment. In the meantime, I want my escrow balance to be zero and this matter closed.
I reached out directly via email to Mt XXXX XXXX and also left him a voicemail - I have had no responses at all. This is very typical of the customer service of Mr Cooper - no response and absolute silence.
I have attached the 2 responses that were sent to me in early XXXX as well as the copy of the letter I received and my property tax records directly from the county at XXXX : XXXX XXXX : XXXX Thanks XXXX XXXX
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04/29/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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The mortgage company has acted against me ( consumer ) with malice, shady and unfair practices, without due process and notices. It was a surprise to me that my mortgage company paid XXXX XXXX taxes : the date to redeem this is XX/XX/2020. I was aware and planning to pay off my taxes. Without my due knowledge and information, the taxes of {$12000.00} were paid in XX/XX/2020 by the mortgage company, from my escrow account of {$0.00} balance. Since then, no notice, information, or communication has been provided to me on how to manage that tax payment. My request for forbearance due to COVID-19 was approved, beginning XX/XX/2020 for 3 months, in an acceptance letter dated on XX/XX/2020 ; this letter clearly mentions my terms, to pay {$1100.00} per month. It is unethical and also could be illegal to raise my payment from {$1100.00} per month to {$5800.00} per month ; a raise of 518 %. It is a violation of Consumer Protection laws by not warning the borrower ; it is a tactic and a game play to inflict hardship added upon this COVID-19 crisis to the consumer. I received a second notice in regards to forbearance acceptance, dated XX/XX/2020, confirming for a second time my regular payment amount of {$1100.00} was beginning XX/XX/2020, for 3 months. I received a XXXX notice dated XX/XX/2020, that my monthly payment would be {$5800.00} per month, beginning XX/XX/2020. It is a clear violation of several laws, particularly the Truth in Lending Act ( TILA ).
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03/09/2022 |
Yes |
- Mortgage
- Other type of mortgage
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- Trouble during payment process
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Web |
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Hi there, Im writing in regards to my loan # XXXX for property located at XXXX XXXX XXXX in XXXX, KY XXXX.
I have multiple payments which have been incorrectly applied and this appears to be a reoccurring issue that Id like resolved and a permanent solution in place. All of my former servicers offered an automatic bi-weekly payment feature. For this, I chose the day of the week and how much Id like to pay each transfer, or each month. My regular payment is just under {$700.00}, so Id always simply round up to {$700.00} total each month, with each bi-weekly transfer being for {$350.00}.
From my understanding with your ticket # XXXX, the only bi-weekly automatic payment is for the day code of Friday with the 3rd transfer in a month being allocated to principal. I do not agree to these terms as I simply want to make a {$350.00} payment every other week, totaling 26 payments, or 13 months
worth of payments in one years time. I also do not want the day to be on Friday.
Currently I have an automatic bill p
ay setup through my bank, where {$350.00} is electronically sent every other week. However, doing this it appears each of my payments are not correctly being applied as half payments, then after the second payment, being applied as that months payment.
Please advise how we can accommodate my request to make bi-weekly transfers that are applied correctly, either with my bill pay payment, or with your transfer form/system.
Thanks so much!
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07/01/2021 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
This is my second complaint which is actually an addendum to the first. In my first complaint, I provided proof that Mr. Cooper aka NATIONSTAR changed my mortgage payment and stating that due to their error is escrow assessment, they lowered my mortgage payment and paid me an overage of {$10000.00} that I gave back them to pay the true taxes due to XXXX XXXX based on AV. Mr. Cooper is using their ability to pad my mortgage with extra money under RESPA. I looked today to see had they updated my mortgage payment and they have not. I also just found that Mr. Cooper has not paid my SEWER BILL which is part of my taxes since XXXX of last year. The account is extremely delinquent. They paid this bill initially and simply stopped. See attached from XXXX XXXX XXXX XXXX 's Site.
So not only is Mr. Cooper overcharging me for my low escrow account they are NOT PAYING THE TAXES EITHER PLEASE INVESTIGATE THIS, THIS COMPANY IS OVERCHARGING ME, LYING TO ME EVERYDAY PRETENDING THEY ARE HELPING ME WITH A FHA STREAMLINE LOAN WHICH NEVER HAPPENED AND I HAVE PROOF THAT I PAID EXTRA MONEY INTO THE ESCROW AND WAS ADVISED BY THEIR REPRESENTATIVE TO STOP PAYING EXTRA MONEY INTO THE ESCROW MEANWHILE THEY EXPECT ME TO PAY {$4900.00} AS MY PERMANENT MORTGAGE PAYMENT WHEN I STARTED WITH THIS MORTGAGE IT WAS {$3600.00} DOLLARS AND THEY SAID I HAD AN ESCROW OVERAGE AND THEN CHANGED MY MORTGAGE PAYMENT TO {$2800.00} AND NOW I HAVE AN UNDERPAID ESCROW ACCOUNT. PLEASE HELP.
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07/29/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Servicemember |
I had asked Nationstar/Mr Cooper for two years for assistance and was told I was not eligible for any. I put my home on the market and relocated out of state. My home was on the market for a year and the offer we had would make it a short sale. We submitted all paperwork to Mr Cooper in XX/XX/XXXX and received confirmation of receipt. In XX/XX/XXXX I received a letter from Mr Cooper with regard to a modification. I called and stated that a modification was too late and I had asked for one for two years, I want the short sale processed. In XX/XX/XXXX, I received another letter from Mr. Cooper regarding a modification. When I called, I was told that although they received the paperwork for the short sale, my agent/lawyer needed to enter information on line. This was the first we were notified of this. Everything was submitted and they they said we needed updated payoff statements. We sent this and today I received a letter from Mr Cooper offering payment options. I called again, now they state that is more information needed on line. My realtor and lawyer have submitted this information numerous times and each time Mr Cooper fails to process it. I am forced to pay for utilities and an alarm system to keep the property secure. This has been going on for four months, even after Mr Cooper confirming receipt of the short sale paperwork. I can only assume that this is purposeful and willful sabotage of this short sale as I am about to lose my buyer.
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03/10/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Incorrect information on your report
- Account information incorrect
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Web |
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My mortgage company NationStar DBA Mr Cooper has been reporting the following late payments on my account and credit report since 2015 even though I have never paid late.
30 Days Late : XXXX, XXXX, XXXX, XXXX, XXXX, & XXXX.
XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, & XXXX.
XXXX, XXXX, XXXX, & XXXX.
XXXX, XXXX, XXXX, & XXXX.
XXXX 60 Days Late : XXXX This has affected my credit history, credit score, and credit limits with other lenders. When I asked the mortgage company what is going on they say they have taken my mortgage payment to purchase insurance even though I have purchased insurance already and provided the proof of insurance. I have always kept current with all payments and insurance. I have disputed this with the credit agencies and they say the lender has to correct the information. I have requested the lender correct the information several times verbally and in writing and nothing has been corrected.
In addition to the late payment reporting errors, the lender is reporting incorrect monthly payment amount. My correct payment amount is {$1200.00}. The lender is reporting {$1500.00} as my monthly required payment.
I have provided proof of payment and insurance to the mortgage company and credit agency and nothing has been corrected. The lender has not treated me fairly and has damaged my credit and reputation which I have worked so very hard to build. This is affecting my livelihood and ability to secure credit with other lenders.
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10/18/2021 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
Since they bumbled my initial modification ( lost my paper or held my papework ) XX/XX/XXXX Mr Cooper has yet again used practices to confuse me and be malicious. They have purposely bogged this process down and have been waiting on documents that have been already submitted i asked for all documents associated with modification to be sent to me so i can forward the information to people that can help mr cooper sent me a letter stating they will send it no later than XX/XX/XXXX. Meanwhile i applied for the hemap loan and they told me on XX/XX/XXXX they sent notice to mr cooper. Mr cooper responded like they said .... ANOTHER KNOCK ON MY DOOR BY A MAN IN A RED XXXX who was upset that i wasn't home and wanted to know where i was and asked a bunch of question to my neighbors daughter who just so happened to be there cause he was looking in the window. What happened to just leaving it under the door like you guys have done twice before now we have interrogators. I would have been in a modification XX/XX/XXXX or janurary XXXX but they held my documents then ask me to submitt the same documents again through the same method that caused uncesserry hardship no so i filed and kept filing and they kept appling interest etc and now im waitign on this descion from the commonwealth and they are so eager to follow thier interpretation of the law they forget that im tryign to get assistance or that they havent given me any documents showing the paper trail
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10/15/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Our mortgage was sold/transferred to Mr. Cooper in XXXX of 2021. We recently tried to refinance our mortgage to take advantage of the lower rates and it has come to our attention and surprise that Mr. Cooper has reported my husbands credit as ( 3 ) 60 day lates.
# 1, We have never been late on our mortgage payment and never have missed a payment.
# 2, I have contacted Mr. Cooper on XX/XX/2021, spoke with XXXX XXXX who is part of the Executive Resolutions Team who said that he will place a investigation in with the prior lender and that his Account Servicing Dept. will be working on this. XXXX did mentioned that Mr. Cooper does not show any payments being missed or any lates. I asked him " why is Mr. Cooper reporting this then? '' He did not have an answer and mentioned that he would look into it. Emails have been going back and forth between XXXX and us, number of voicemails we have left with him and still no answer on what the status is.
# 3, This has impacted my husbands credit tremendously and now holding us back on being able to refinance our mortgage. In the meantime, I am spending countless hours on trying to get this issue fixed and still waiting to hear from Mr. Cooper.
We are asking for your help on getting this resolved. I can provide whatever you need to show proof of payments for our mortgage.
Our Mr. Cooper loan No. is XXXX Case No, XXXX Please help us with getting this fixed.
Sincerely, XXXX and XXXX XXXX XXXX or XXXX
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12/07/2019 |
Yes |
- Mortgage
- Other type of mortgage
|
- Struggling to pay mortgage
|
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Web |
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******* ( NEW INFORMATION FORMER COMPLAINT # XXXX ) ********** We received a call from our attorney yesterday XX/XX/2019 informing us that the bank have closed the XXXX ( Short Sale ), she said the bank claimed that they did not received any do documents after XX/XX/2019. We retained the law firm of XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, CT XXXX ( XXXX ). The law firm worked diligently with us to put together all the requested documents. which they submitted to the bank thru the XXXX website, all this was submission was done to the bank in the month of XXXX. They claim that the bank is saying is false it is the same tactics that they use when the court order mediation. After we submitted all the paper work they claim to the court that they never received paper work. The true is that the bank have compounded interest on top of the original loan of {$410000.00}. The bank claim that the loan amount is now {$980000.00}. Prudent mind can see that the goal is the bank is to foreclose on the loan, so that they can write off {>= $1,000,000} as a business loss. We do not want to lose our house, so we did an appraisal and the fair market price came out to {$220000.00}. Our goal is that the bank give us a modification on the fair market price. We also have a offer on the house of {$180000.00} which we are trying to do a short sale. We appeal to your office to please consider this case on it merit. This loan is a predatory loan non comforming loan.
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05/03/2018 |
Yes |
- Mortgage
- Reverse mortgage
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- Struggling to pay mortgage
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Web |
Older American |
XXXX XXXX - Loan # XXXX XXXX XXXX XXXX currently has a reverse mortgage with XXXX XXXX formerly Nationstar Mortgage LLC. I took a reverse mortgage on my property on XX/XX/XXXX with XXXX XXXX XXXX. In XX/XX/XXXX I fell behind on my taxes due to a hospitalization that lasted longer than expected. I fell behind and was not able to get caught up due to living on a fixed income. I reached out to Nationstar and XXXX in XX/XX/XXXX with my daughters assistance. For three months they stated that they were sending the forms out and I never received them in the mail, finally in XX/XX/XXXX, I received the forms that needed to be filled out for a HUD at Risk Extension. I filed my paperwork in XX/XX/XXXXand sent additional information over in XX/XX/XXXX. On XX/XX/XXXXm I my extension was approved and then on XX/XX/XXXX the law Firm XXXX XXXX, XXXX entered a civil case against me. I was then served paperwork and had to appear for court on XX/XX/XXXX. I do not understand why the lawsuit was filed against me on the XX/XX/XXXX when the HUD At Risk Extension approval was completed on XX/XX/XXXX. If the mortgage company would of provided me with a the documents requested in XXXX then I would not of received the law suit. I was approved for the HUD At Risk Extension on XX/XX/XXXX and XXXX XXXX generated and sent me a letter on XX/XX/XXXX, almost two weeks after I was approved. Which this allowed for enough time for the law firm to file the law suit against me.
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10/19/2022 |
Yes |
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- Trouble during payment process
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Web |
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My 15 year mortgage originated in XX/XX/XXXX with XXXX XXXX. In XXXX, XXXX, I inquired with XXXX what needed to be done to remove PMI. On XX/XX/XXXX XXXX mailed me a letter ( attached as pdf " PMI Waiver Request '' ) that I needed to reduce the balance by {$34000.00} and that I could send them cashiers check if I chose to do that principal reduction. I subsequently mailed them the cashiers check for that same amount dated XX/XX/XXXX ( attached as pdf " CASHIER 'S CHECK '' ). Then I received a letter from XXXX dated XX/XX/XXXX ( attached as pdf " PMI Waiver Approval '' ) telling me that I met the requirements to have PMI waived on the loan. I have not had PMI since XXXX of XXXX.
Recently, Nationstar Mortgage XXXX. d/b/a " Mr. Cooper '' has acquired the loan and is trying to charge me PMI. I telephonically contacted XXXX XXXX in Mr. Cooper 's PMI department on XX/XX/XXXX and supplied them the documentation mentioned above and they said that they will look into it. I received a letter dated XX/XX/XXXX ( attached as pdf " PMI Denial Letter from Mr. Cooper '' ) that stated my request was " ... denied for another reason '' and that I needed to contact their customer service for more information. I called and spoke to XXXX but she was unable to articulate the reason for the denial.
It is important to note that the changes in PMI requirements did not affect 15 year FHA loans originating prior to XXXX. ( See attachment pdf " XXXX XXXX XXXX ''.
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02/12/2021 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
NationStar dba Mr. Cooper took over our mortgage loan around XX/XX/XXXX. To date, we have received 1 statement in XXXX, 8 statements in XXXX, and 1 statement in XXXX. Of the mortgage statements provided, it appears that around XX/XX/XXXX, NationStar dba Mr. Cooper began taking monthly mortgage payments and applying payments to an unapplied separate account in lieu of applying all payments directly to our mortgage account. Since NationStar dba Mr. Cooper has taken over our mortgage loan, our monthly mortgage payment increased five times in XXXX and twice in XXXX. Notification of these mortgage increases are provided within two weeks of the next mortgage payment due date. We have 15 attachments ( totaling 91 pages ) of supporting documentation that indicates NationStar/Mr. Cooper has : 1 ) Mishandled monthly mortgage payments and unfairly increased our monthly payments 2 ) Mishandled our escrow account 3 ) Mishandled our private mortgage insurance 4 ) Violated property tax payments 5 ) Possible violation of RESPA 6 ) Violated the annual escrow analysis process 7 ) Possible violation of CFPA 8 ) Possible violation of HPA 9 ) Potentially failed to terminate our PMI automatically 10 ) Made false statements and provided false documents to federal agencies related to our mortgage loan 11 ) Threatened to sue us ( through their legal representative ) if we report information pertaining to the aforementioned issues to any state or federal entities.
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02/04/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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I began talking to XXXX XXXX on XX/XX/XXXX at Mr. Cooper Mortgage Company ( NMLS # XXXX XXXX about refinancing my home to get a much better rate and go back to 30 years to reduce my mortgage payment. A loan application was started and I emailed requested documents, signed online forms, and paid for an appraisal immediately. XXXX told me it could take up to 60 days. I own a small disadvantaged XXXXXXXXXXXX XXXX XXXX XXXX and I got the impression they didn't like that I am XXXX XXXX. It didn't matter that I've survived over 20 years when most small business have gone under. It didn't matter that I currently have over a XXXX dollars in purchase orders for work over the next 2 years. I asked for a status of my loan application on XX/XX/XXXX and didn't get a response until XX/XX/XXXX after I asked again. All I got was an email stating " Unfortunately we were unable to get an underwriting approval. The appraisal was already refunded. '' Never received a letter. Mr. Cooper mortgage has unfairly refused to lower my interest rate and wasted my time taking away ability to get a better rate. I owe less than a third on my house and no real reason for rejecting my loan application was given. I feel like this is another attack against a small disadvantaged XXXX XXXX. The rates won't be as low as when my application was in process so Mr. Cooper Mortgage has cost me thousands of dollars due to their discrimination against small disadvantaged businesses.
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05/18/2020 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
Mr Cooper Mortgage XXXX XXXX XXXX XXXX XXXX Texas XXXX XXXX Mr Cooper ATTN : Payment Processing XXXX XXXX XXXX XXXX Texas XXXX My Contact Info : XXXX XXXX XXXX XXXX XXXX XXXX XXXX Texas XXXX ( XXXX ) XXXX Please Help XX/XX/XXXX I informed Pacific Union of significant tax changes ( Exemptions ) to my escrow.
XX/XX/XXXX Pacific Union sold my VA mortgage to a Mr Cooper without a notification to me.
XX/XX/2020I received a certified letter from Mr Cooper threatening foreclosure. Mr Cooper returned my mortgage payment to my bank refusing to accept the payment. Mr Cooper has added frivolous fees to my escrow.
XX/XX/XXXX I have attempted to call Mr Cooper and I have left several online messages with Mr Cooper to resolve the matter.
XX/XX/XXXX I changed my payment to Mr Cooper, however the payments come back under a Nationstar Mortgage LLC as the owner.
I contacted XXXX Banking and they are investigating the matter of why the payments are returning.
XX/XX/XXXX A Mr Cooper representative called me and informed me I needed to refinance in order to fix the issue.
* At this point I am not sure who to pay my mortgage to ( Nations, Mr Cooper or Pacific Union ).
Mr Cooper is taking advantage of not informing me of any type of transfer of my mortgage and is using it as a way to sell me to refinance.
Mr Cooper keeps sending me Covid 19 refinancing emails, however will not return my calls to resolve the mortgage issue.
I believe this is criminal.
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03/08/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My mortgage was transferred from XXXX to Mr Cooper at the end of XXXX of XXXX.
The mortgage service change resulted in two issues : 1 ) Mr. Cooper recorded a payment on XX/XX/XXXX, but did not include this interest in the XXXX for XXXX. My XXXX XXXX is now incorrect by over $ 1500+ in interest. I need a correct XXXX to file my taxes.
2 ) When transferring the loan, Mr. Cooper incorrectly applied the XXXX payment twice ( on XX/XX/XXXX and XX/XX/XXXX ). I noticed this in XXXX and contacted Mr. Cooper via phone, however they claimed " Everything is correct ''. I received a letter dated XX/XX/XXXX from Mr. Cooper claiming I have a negative escrow balance for taxes and insurance paid on my behalf. This is incorrect, as I have never had an escrow account with my mortgage nor have they paid any taxes or insurance for me.
Mr. Cooper is now demanding I pay an extra {$180.00} for the next twelve months to correct their mistake.
I called Mr. Cooper once again on XX/XX/XXXX, and was told they would review my account and get back to me within 10 days. It is now XX/XX/XXXX and I have yet to hear any response. Online, my account still reflects an escrow balance.
Please see attached letter from Mr. Cooper, call logs, account activity, and screenshot from Mr. Coopers website showing I do not have an escrow account.
I have always paid my mortgage on time, and I do not have an escrow. I can not afford to pay an extra {$180.00} for the next year.
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11/17/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Escrow, taxes, or insurance
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Web |
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Please help there is fraud going on with Mr. Cooper Loans in XXXX, MI XXXX. They are trying to raise our Mortgage almost {$800.00} overnight. This is FRAUD! You have no right to come near the food that I put in my families mouth you scum bag gangster bankers. Mind your own business or pay of my home in full and drop my identity after. Turn yourself in for fraud who ever did it, you'll want to ensure that this never happens to another USA human being. We were sold by XXXX XXXX to this company. We called XXXXXXXX XXXX from XXXX XXXX XXXX. XXXXXXXX XXXX XXXX XXXXXXXX, CA XXXX. I said victim of crime and took no responsibility for a criminal designed credit score. I only claim responsibility under the whole truth, I represent truthfully a perfect credit with no debt/no missed bill payments represented by USA FBI direction to open XXXX XXXX XXXXXXXX XXXX XXXX XXXX and to copy the Attorney General of California now to my home State Michigan. I keep getting charged for a criminal credit using my identity, police case stale was reported. Yet they continue to get rid of me and penalize me for an untruthful low credit that I did not design after the year XXXX. My whole case was not represented legally until year XXXX or late XXXX year until heroic Lawyer simply followed USA law for the first time. XXXX XXXX XXXX. of XXXX, MI XXXX and XXXX XXXX XXXX XXXX XXXX, MI represents my cases in full and my missing daughter that was abducted by criminals.
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04/11/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Credit monitoring or identity theft protection services
- Billing dispute for services
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Web |
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XX/XX/, my mortgage company NationStar Mortgage transferred my loan to MrCooper. I was told nothing should be changed on our end for the transfer. I had been paying my monthly mortgage on time each month. Me and my wife XXXX XXXX even called the new mortgager MrCooper, they told us everything looks good to go. Our latest payment was deducted by NationStar, and new payments are going to MrCooper.
However in XX/XX/, we found out that both of our credit scores were dramatically dropped from XXXXto under XXXX, a big more XXXX points drop, this affected our ability to get loans ever since. We both had perfect credit scores and were always able to get the best interest rates before this event.
We did everything perfectly on our end, and as mentioned had been paying everything on time. Due to the errors by the two mortgage companies, they were not able to transfer the payments on time between time, or couldnt reflect it correctly on their system. As consumers we suffered credit drop, we contacted them to get the credit report removed so our credit score can be fixed. However its been 2 years and its still not fixed.
The mortgage companies have confirmed on their end payments are received on time, and in their system adjusted as needed however never fixed our credit history.
I would like to have both of my ( XXXX XXXX ) and my wife XXXX XXXX XXXX ) s credit monitoring be fixed with all three credit bureaus by the mortgage companies.
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02/24/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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I XXXX my application, appraisal and money order to Nationstar to have 20 acres of property released from my current mortgage on XX/XX/2021. After not hearing anything back about receiving the application, I called and was told the application with the appraisal was received and the money order was cashed. I followed up with multiple calls and never got an email response from the agent handling my account. On XX/XX/XXXX, I received my first and only correspondence to date from the agent. In this correspondence there was an appraisal request in reference to a property that was not mine. It was a different customers name and information in a different state. I immediately replied letting the agent know and reminding them that they had my appraisal and even directing them to the page that stated the land value appraisal. I never received a message back. I have called 3 times and I have sent emails, the call center people have also emailed the agent each time on my behalf. They do not have anyway to get into phone contact with the agent and I have asked if I can speak with someone in her department, but they are unable to.
This process is holding up our construction and the lack of communication and poor customer service, from the agent is unacceptable. The call center people have been great, but are not given the tools necessary to help. If I knew this was going to be so poorly handled, I would have refinanced with another company.
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08/31/2020 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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I started a refinance process with Mr Cooper ( Nationstar Mortgate ) to refinance my home mortgage. I started this process on Friday, XX/XX/XXXX with XXXX XXXX at Mr Cooper. On XX/XX/XXXX I was informed that I would have to pay an appraisal fee of {$530.00} to continue the loan process and no other information regarding fees or penalties. I received information on paying the appraisal fee over the weekend while I was out of town.
On Monday, XX/XX/XXXX I spoke to XXXX at Mr Cooper and informed him I wanted to wait until Friday XXXX to pay the appraisal fee of {$530.00} in cash. He informed me at that time that if I did so, he would have to extend the lock on the loan and that I'd have to pay a {$600.00} fee in addition to the {$530.00} and " potentially a bunch of extra fees ''. He asked me to give him a credit card to pay the appraisal fee to prevent these extra fees or I had to cancel the loan.
I asked to speak to his manager. He sent me an email with his manager 's information in the text. I called the associated number but it was a voicemail with another phone number to call. At this time I raised a complaint to Mr Cooper 's complaints department.
At no point was I informed that I would have less than 24 business hours to pay the appraisal fee or risk additional, much larger fees. Mr Cooper threatened to cancel my loan process or charge me additional fees as a result of not completing their process in less than 24 hours.
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10/11/2023 |
Yes |
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- Trouble during payment process
- Escrow, taxes, or insurance
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Web |
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On or around XX/XX/2023 I called my mortgage company Mr. Cooper and it was found that Mr. Cooper double paid my property taxes from escrow to XXXX XXXX. Mr. Cooper in subsequent emails and letters acknowledged the over payment and refund to my escrow on XX/XX/2023 in the amount of {$7700.00}. XXXX XXXX also acknowledged the refund due to me.
On XX/XX/2023 in Research Reference # XXXX, Mr. Cooper told me to give them XXXX business days for the refund amount to be received. The XXXX business day from that date was yesterday XXXX, XXXX, XXXX and I still do not have my refund! On XX/XX/2023 I sent a Qualified Written Request to Mr. Cooper asking for a letter of release to obtain the refund myself from the county. That was denied, however they assured me in the letter that on XX/XX/XXXX they already contacted the county about the refund and to continue to give them XXXX business days from that XX/XX/XXXX date. On XX/XX/XXXX I was sent a letter, and in the boxed " respa response to notice of error '' Mr. Cooper said on XX/XX/2023 they requested the refund.
Well, now they deceive me again sending a letter on XXXX XXXX XXXX saying the tax department is asking for me to wait XXXX weeks from XX/XX/XXXX when they requested the refund, when you told me you requested the refund back in XXXX. I'm tired of Mr. Cooper lies and changing their timeline and dates of when they applied for the refund and when I can expect it. Violation of RESPA
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05/26/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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Requested mortgage assistance with my previous mortgage servicer XXXX because of my recent divorce. The mortgage modification was granted and I made the 3 trial payments to XXXX mortgage. My mortgage load was sold and transferred to Mr. Cooper. Mr. Cooper customer service stated they only received 2 trial payments from XXXX mortgage. I was instructed by Mr. Cooper Customer service to resubmit request for mortgage modification again because of them receiving 2 payments. I was approved by Mr. Cooper for the 2nd modification and made 2 of the trail payments by phone, the 3rd trial payment was scheduled by phone, but Mr. Cooper did not debit my account for the final payment. I contacted Mr. Cooper to inquire why the payment wasn't drafted from my account. I was informed by customer service they saw the payment was to be drafted in their computer but it wasn't drafted. I asked for a Supervisor and I was instructed by the Supervisor they would research the problem. Called Mr. Cooper a few day later to check status. I was informed by the Supervisor they saw in the notes payment was called in to be drafted and they don't know what happened and why it wasn't drafted. I have recently resubmitted request for mortgage assistance again and my mortgage is still in default. Mr. Cooper has been unwilling to assist me with resolving the issues with my payments. I feel the mortgage servicer is trying to allow my home to foreclose. Please Help!!!!
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11/05/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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The problem began in XX/XX/2017 when the Escro amounts changed in my monthly payments. It was found that there was an Escro shortage. I was given the option to spread out the amount of Escro shortage over 12 months. Changing my monthly payments from {$990.00} to {$1000.00} due in XX/XX/2017 and then {$1000.00} for the remainder of the shortage. NationStar AKA " Mr. Cooper '', recieved and cashed my check on XX/XX/2017 for {$1000.00} as per new agreement. The Nation Star then decided to attempt to pay the full shortage for {$310.00} causing the principle and interest amount to be $ XXXX.Because they did not follow the agreement to spread it out over 12 months, it created a shortage in the payment, causing it to not be able to be applied. The payment not being applied caused me to send another check for {$990.00} on XX/XX/XXXX to cover the payment for XXXX. This caused for {$750.00} to be left un-applied. I then made another payment XX/XX/2017 for {$1000.00} as per the new agreement to pay for the new Escro shortage. On XX/XX/2017 I was forced to issue a stop payment for a check that was cleared on XX/XX/XXXX that was never applied to my account. I was reported late on my credit report for every one of those payments, as a 30-day late payment. This is the reason for my complaint, because payment history shows that I was not at fault. Unfortunatley, these errors are negatively affecting my credit and ability to refinance this loan.
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01/13/2022 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
Insufficient fund fee Every XXXX escrow account is updated for overage or shortage. Last year it was an overage so a check was sent to me but, this year there was a small shortage.
After realizing my escrow account was short I went online to add funds but less than hour later discovered that the escrow payment needed to be placed in monthly mortgage payment. After speaking with a mortgage payment representative to make my monthly mortgage payment right I received a letter later that month saying I will be charge an insufficient fund fee. After making several call to mortgage bank to get an idea of what the fee was for I also called my bank, which is associated with the mortgage bank. I Made a XXXX way call, a checking account bank representative and, a mortgage bank representative. During the call my banking account representative told the escrow account representative that the checking account number that was listed for my additional payments was my bank member number not my checking account number. After several calls to supervision and writing an email to remove the fraudulent charge from my mortgage account I have not received any letter or removal of the insufficient fund fee. The error of putting my member number on the escrow payment account was not input by me online plus how can there be an insufficient fund fee when the account number does not exist? At no time was my escrow account short of paying any due payments.
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02/26/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
Servicemember |
I notified Mr. Cooper mortgage on XX/XX/XXXX to obtain payoff amount as I am selling. I was subsequently sent 6 different payoff quotes over the next 2 weeks back to back. My principal balance was {$32000.00}. Lender paid expenses were initially {$1100.00}. I began to receive payoff information back to back, and the principal stayed the same and my Lender paid expenses jumped to {$8900.00}. This company has had my mortgage for less than 2 years.
I contacted them and was told on 3 different occasions that they don't know what the fees are for. One woman told me it was for the payments deferred for the Covid forebearance. They also stated they adjusted the dates for the time the forbearance began, which was XX/XX/XXXX. They back dated the start date to XX/XX/XXXX. I never contacted them for forbearance program until XX/XX/XXXX.
Mr. Cooper support woman stated they " probably added the months of forbearance to lender expenses. They simply multiplied my monthly payments times 12 and added it to my payoff, which isn't correct as I only had the forbearance for 6 months. This brought my payoff amount from {$32000.00} to {$41000.00}. They informed the title company handling the sale of my home payoff is now over {$42000.00}. This is theft. I was advised they will also be keeping my escrow balance of {$2000.00}! Mr. Cooper is a predatory lender who bought my loan. There is no way they should be allowed to add {$10000.00} to my payoff.
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01/28/2021 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
I refinanced my mortgage with XXXX in XX/XX/XXXX in order to take advantage of a lower interest rate and to lower my payment. My new mortgage payment at the time of refinancing was XXXX per month. This XX/XX/XXXX my mortgage payment unexpectedly increased to {$3300.00} which is an increase of {$570.00} per month. I have contacted multiple people from XXXX and I was told that I would need to contact NationStar as they were the servicer of the Loan. After multiple calls I was able to find out the escrow account was either underestimated, or running negative balance from XXXX of XXXX that was not accounted for when my refinance was processed. This led to me having an escrow shortage of {$5100.00} going into XXXX. Due to the negligence or carelessness of either Nationstar or XXXX ( during origination ) my mortgage payment has now increased 20 % to an amount that is considerably more that it was prior to my refinance.
Nationstar has given me the option to make a one time payment for the full amount of the shortage or to spread it over the year. Nationstar also mentioned they may be able to spread the shortage over two years but it is still unclear as to what happened and why the shortage occurred. This appears to be a systemic problem as a fellow friend that is a veteran is also going through the same issue with Nationstar. Due to the substantial increase especially during this pandemic this not in the best interest for consumers.
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04/28/2020 |
Yes |
|
- Trouble during payment process
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Web |
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My mortgage company, Mr. Cooper, has not made any payments for my XXXX property taxes for my townhome which I presently live in. Since my loan is escrowed for property taxes by Mr. Cooper the taxes should have been paid and my account should not be way past due and delinquent. I had mailed and emailed the property tax statements to the addresses listed on XXXX XXXX website last year and have not received any responses as of yet.
On XX/XX/2020, I spoke to XXXX XXXX, Home Advisor for Mr. Cooper XXXX XXXX ) and she suggested that I email the property tax statements to her and she would escalate the request and forward them to the tax department. As of today, XX/XX/2020, I still have not heard from anyone from Mr. Cooper that this matter was taken care of, therefore, these taxes are still delinquent. I sent an email to XXXX XXXX and her supervisor XXXX XXXX XXXX XXXX ) on XX/XX/2020 and also left messages on their voice mail to return my call and have not heard from either of them, therefore, I forwarded a copy of their email to the Consumer Affairs email.
On XX/XX/2020, I called the offices of Mr. Cooper again and spoke to 2 different people because I got transferred around again. One person told me payment should have been paid XX/XX/2020 and transferred me to another person who put me on hold for a half hour and never came back on phone and I got disconnected which made me very upset. I feel like I am getting the run around.
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05/08/2019 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
MORTGAGE FRAUD, CONSUMER FRAUD, INTENTIONALLY MISLEADING FEDERAL INVESTIGATORS ... XXXX XXXX, Nationstar Mortgage, XXXX XXXX, XXXX XXXX, XXXX XXXX and XXXX XXXX intentionally misled the CFPB and the consumer. We have attached a signed statement from XXXX through their attorney, and he confirms they brokered a fraudulent loan that Nationstar collected on even after they were fully aware of the fraud. Their Attorney has also confirmed the Senior Citizen victim was mislead over {$36000.00} over the course of this loan when you multiply the loan disclosure fraud by the number of payments being made. XXXX XXXX used this bogus claim in their last several fraudulent responses ... " This complaint lists someone the company does not recognize as their customer or their customers authorized representative. '' and the conspiracy to defraud and mislead continues. No one is denying loan fraud, escrow, fraud or theft ... now they just claim to be immune to prosecution, claiming a bogus statute of limitations. " Obama signs law cracking down on mortgage fraud ... Department had received 62,000 reports of mortgage fraud last year ... In the past, the statute of limitations on all kinds of fraud cases was five years. However, President Obama has established a new law in 2009, which increased the statute of limitations to 10 years. Additionally, Florida can toll the statute if the defendant is out of state. '' ALL DEFENDANTS ARE OUT OF STATE ...
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05/28/2021 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
Reaching out requesting assistance as other means have failed.
Currently a deployed XXXX XXXX XXXX officer. In XX/XX/XXXX, I refinanced my home in XXXX, va with Mr. Cooper Mortgage company ; loan # XXXX. Each month I utilize my banks auto pay for recurring bills and it has worked flawlessly. Beginning a year later, XX/XX/XXXX, Mr. Cooper began sending me a check in the amount of my mortgage and then later sending me a notice of late payment. Each month I speak with a company rep to clear up the matter to only have it recur a month later. Reps had told me to tear up the checks and they will have funds applied to my account. The was told to cash the checks to repay utilizing their website. After 5 months of this and escalating within the organizations it continues to happen and now received a notice that I ow 3 months mortgage payments. I reported to the XXXX XXXX XXXX and this did not solve the issue. Now I received a letter stating I have requested 'relief under the Service Members Civil Relief Act ( SCRA ) ', which I HAVE NOT Late fees are being charged despite records of my on time payment and confirmed by my bank, of payment. I have received certified letters notifying me of default on loan.
My role within the XXXX requires a security clearance and can become compromised due to financial problems.
Summary, I have paid each mortgage payment on time with proof and each time Mr. Cooper fails to apply my payment to my loan.
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12/04/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I made several earlier complaints against this mortgage servicing company - Seterus Inc ; - my complaint reference # XXXX of XX/XX/XXXX refers.
With effect from XX/XX/XXXX - Seterus Inc ; transferred my loan servicing to another company - Nationstar Mortgage LLC d/b/a Mr. Cooper. This was done without my agreement, especially as my several complaints against Seterus Inc ; have remained unresolved.
At the time of transfer to Nationstar Mortgage LLC d/b/a Mr. Cooper - Seterus Inc ; mentioned in 1098 form of XXXX that they paid for my real-estate taxes. I have no escrow, either for real-estate taxes or for hazard insurance. I am wondering how and why Seterus Inc ; paid my real-estate taxes without my knowledge or without being requested by XXXX XXXX Texas officials.
An action needs to be taken by CFPB against this company, as I have noted from your web-site, millions of complaints have remained unresolved against Seterus Inc ; Kindly provide resolution of my previous complaint # XXXX dated XX/XX/XXXX and resolution of this complaint.
It is of utmost importance that I receive a response, as Texas Department of Savings & Mortgage Lending ( Texas SML ) is dealing with Nationstar Mortgage LLC d/b/a Mr. Cooper. For your information - Nationstar Mortgage LLC d/b/a Mr. Cooper is also manipulating their records, harassing, and making our life difficult - treating us like criminals, although we have and are making timely payments.
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03/17/2021 |
Yes |
|
- Trouble during payment process
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Web |
Servicemember |
I was furloughed through a XXXX XXXX XXXX back in XX/XX/XXXX fo 30days and submitted documentation for that months payment to be but on the back of the loan. The morthage company " MR COOPER '' replied a few months later that they would not do it. all of my other accounts such as XXXX had no problem with doing this for me. This past XX/XX/XXXX I sent a bank check from XXXX XXXX XXXX in the amount of XXXXthey claimed to they didn't receive it. after weeks of waiting for it to post to my account. So i had that check cancelled. They then issued a direct check via XXXX XXXX and it was signed for by someone within the company " Mr COOPER ''. The check was recieved and signed for by a XXXX XXXX on XX/XX/XXXX @ XXXX as per the XXXX XXXX tracking Number. I spoke with them today XX/XX/XXXX @ XXXX and was told that they have not received the check.
The last time i spoke with them a month ago, they stated that they have the check and it would be taken care of along with all the previous derogatory reports back to the letter that i sent them. after talking to their escalation department, they said once again they don't or can not find the check even after i supplied them with the tracking number and bank information. In short i have researched this company and found a host of negative dealings with other customers. Furthermore i told them that this is affecting my clearance levelat mt place of employment, to which they brushed it off.
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07/07/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
|
Mr.Cooper has mismanaged {$3600.00} that was paid to an insurance company due to Mr.Cooper inept employees.I told them not to pay any one until I gave them the ok to do so.My husband ( he has permission to speak to them on my behalf ) explained to them on XX/XX/2019 that we were thinking on changing homeowners insurance.The rep.advice him not to worry that no one was getting paid until they had our consent.
Mr.Cooper err when they paid XXXX XXXX XXXX {$3600.00} without our consent.XXXX XXXX XXXX is currently been investigate by the Fla.Dept.of insurance for insurance fraud. They never had any authorization too billed Mr.Cooper for a policy.
In my previous complaint to your office, I have stated that the money in question has not been credited to our escrow account.No one from Mr Cooper has reached out to us to explain why the {$3600.00} is still missing from the escrow account.
The hearth group returned the original check to them on XX/XX/20019.See attached docs.
I am tired of calling Mr.Cooper to get an answer concerning my missing escrow.ITS ALARMING that they Do not respond to my issue.Instead they are lying to your dept.and are twisting information to their benefit.
I want this matter to be resolved once and from all.The {$3600.00} belongs to me and it should be credited into the escrow account.
Finally the person from Mr.Cooper that responded to you, doesnt returned numerous phone calls to her.Why? I wish I knew.
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05/02/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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This company is awful. Ever since XXXX sold my mortgage to this company, they have caused me nothing but pain and frustration. This time is unacceptable.
XX/XX/XXXX - I made an additional payment of {$1000.00} toward the principal.
XX/XX/XXXX - 7 individual {$1000.00} unauthorized payments were withdrawn by Mr. Cooper. As a result, I got 7 NSF fees at {$34.00} each.
XX/XX/XXXX - I called Mr. Cooper to complain. They said they are working on the error to reverse the charges and should resolve the payment reversal on the same day.
XX/XX/XXXX - By the end of the day, only 3 of the 7 payments were cleared the bank and the payment reversal were done the same day.
XX/XX/XXXX - Finally got my NSF fees back.
XX/XX/XXXX - I found out 4 more unauthorized {$1000.00} were withdrawn from my account again, and 4 more NSF fees were charged by my bank. I called Mr. Cooper again and they said they will work on it. They initially said those problems were fixed on XX/XX/XXXX. I told them this is not about XX/XX/XXXX, this is the problem they took out of my bank AGAIN on XX/XX/XXXX. They were clueless and said they will look into it if I send them an email with a snapshot of my bank statement and they will fix it immediately. No apologies were given.
Until this day, XXXX, no money was returned to my bank. And because my bank was overdrawn due to their unauthorized payments, I don't have access to the money I had in the bank anymore.
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05/21/2020 |
Yes |
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- Trouble during payment process
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Web |
Older American, Servicemember |
I have filed a number of complaints and documents with the Regional VA Home Loan Office in St Paul Minn regarding the unscrupulous manner which my prior lender made a claim on my Eligibility.
I have sent documentation to this office regarding a XXXX XXXX in 2019 for a house that I had on the market and was making on time payments with the prior lender.
This lender, XXXX, filed for bankruptcy and I was notified by Nation Star bank and its sub, Mr Cooper, that I should stop payments and they would purchase the house with a XXXX and issue a contract that all present and future claims will be satisfied.
This they did and took title to the property in XXXX, XXXX however, they still filed a claim on my eligibility.
I informed the Regional office and sent them copies of all the documents and they had their legal department review them. They came back and informed me that their legal department could not do anything even though they concurred that Mr Cooper misrepresented themselves and broke the contract.
I am a XXXX XXXX XXXX XXXX, XXXX veteran entitled to the XXXX XXXX XXXX XXXX but I can not obtain a mortgage because I need a Down Payment with a non-VA loan.
This is unfair and unjust. I can not find an accessible home and purchase it due to the VA not willing to re-instate my eligibility.
I am certain that I am not the only veteran in this situation, and our Government must rectify this illogical policy.
Thank you
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11/09/2022 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
Servicemember |
I was included in the covid forbearance for hardship in XXXX and in XXXX I was ready to resume payments. Upon trying to get the loan modification done. It has been nothing but constant runaround and dead ends. I worked with XXXX XXXX who had my original loan. I waited four months while calling the company every few weeks to just get the same answer of, the paperwork did not go out and they had to escalate it which will take another four weeks. Upon calling back to the company I get the same response that it needs to be escalated and another four weeks. Then XXXX transferred my loan to XXXX XXXX and XXXX XXXX is giving me the runaround because they cant get the paperwork from XXXX This has dragged on for over a year now and Im still not able to make payments because they are saying I owe {$50000.00}, even though my loan modification was approved months ago but I never got the paperwork to sign and send it back to them. The account is currently sent over to foreclosure and I feel like Im getting screwed over because Im ready and willing to make the payments, but Ive been waiting on the company to modify the loan for over a year and now theyre trying to foreclose on the property. I reached out to the VA and they cant assist or help me so Im at a dead end for assistance and its causing stress and possibly me losing my home even though Im willing and ready to resume payments for the last 10 months I have no more avenues left.
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10/07/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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|
Web |
|
This complain is regarding the handling of insurance funds by mortgage company Mr Copper.
Starting XXXX of 2020 we had to initiated an isurance claim due to water damage for property located at XXXX XXXX XXXX XXXX XXXX FL, XXXX As per their requirements checks from the insurance company were submitted to Mr Copper and since then it has been close to impossible to complete repairs as funds are not being returned ...
I have gotten in the habit of having to call them directly on the phone just to get my claim moving within their system. I have been given conflicting information every time that I call and 0 solutions I habe had to take out a personal loan to cover expenses and repairs given the lack of transparency and diligent work from the insurance and claims department at Mr Copper.
In the middle of a pandemic a multibillion dollar company like Mr Copper should not be so reckless with other peoples ' money as it may not be an issue for them but its life changing for individuals and families They have lost a check even after I have sent them prepaid overnight envolopes for them to return them to me I can only conclude that there must be some type of restrictions being placed on me, whether it is because of my heritage and background being XXXX or my name being XXXX ....
Given their lack of proper responses I fell obligated to present this complain as it is obvios that they do not care one bit about their customers
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07/12/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
Servicemember |
I had a borrower ask me to come over and notarize some loan modification documents for Mr. Cooper. The problem is that Mr. Cooper put the borrowers name that still alive on one line and then they put the estate of a deceased person on the other line and they put the Verbiage The, Estate of XXXX, XXXX XXXX in the notary certificate, and I cant have that verbiage in a notary certificate for three reasons. 1- I cant notarized in the state. I must notarize a persons signature. 2- the signature line was to be left blank so I cant notarize for a blank signature spot. 3- the person is deceased, and they still want all of this verbiage in the notary certificate, and it is wrong wrong wrong. I argued and argued with him and even talked to the Utah lieutenant governors office and had XXXX from the Utah lieutenant governors office. Talk to the supervisor at Mr. Cooper and they still just kept insisting that they wanted it done that way and refused to fix the documents. They said theyve had other notaries do this in the past and Im the only one who has had a problem with it. Probably because Im the only one that knows what theyre doing or isnt easily coerced into doing things that are wrong.
So they admitted that they do it incorrectly all the time.
I didnt get paid by the borrower or except for measley {$10.00} for wasting a half hour of my time.
Please investigate Mr. Cooper as they dont seem to have any regard for the law.
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03/15/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
|
On XX/XX/2022, I made two on-line payments to pay off my mortgage. The first payment was for {$57000.00}, which was just below the mortgage company 's policy limit of 95 % of balance for on-line payments. The second payment was for {$3900.00}. Both payments were accepted by the mortgage servicer and withdrawn from my bank account on XX/XX/XXXX.
Mr. Cooper, the mortgage servicer, applied the second payment toward XXXX 's payment instead of principal only, and thereby made the {$57000.00} payment ineligible for processing because it exceeded their policy of allowing on-line payments for no more than 95 % of the remaining balance.
After several calls and chat sessions ( all transcripts of chats have been saved ) with Mr. Cooper, I thought we had the problem resolved and the mortgage would be paid off.
By today, the payment should have been credited to my account. Since today is the fifth day after submitting the payments, Section 1639 ( f ) of 15 USC ( Truth in Lending Act ) should apply even if the payments are considered non-conforming by the mortgage servicer.
The payments have not been applied by close of business today. They still show as " unapplied funds. '' Adding insult to injury, Mr. Cooper took funds from my escrow account to make partial -- and early -- payment toward the XXXX payment. In other words, they are continuing to apply principal payments toward monthly interest when the loan should be paid off.
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09/08/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
|
I am in the process of attempting to refinance my house with a different mortgage company with the hopes to combined my 1st mortgage with Mr. Cooper and a 2nd mortgage XXXX XXXX XXXX that I am dealing with recently on a 2nd mortgage what I thought was included in a bankruptcy back in XXXX. Before the 2nd begin attempting to collect in late XX/XX/XXXX, I was in the forbearance program with Mr. Cooper. I'm in the refinance escrow stage and new lending company requested a verification of mortgage from Mr. Cooper and the report is indicating that I was delinquent during the forbearance period. It is my understanding that Mr. Cooper is not reporting this information as delinquent to the credit reporting agencies ; however, they are indicating on this mortgage verification to the new lending company that I was delinquent during this forbearance period which is not accurate and this is causing the refinance not to go through which can truly cause a hardship and the possibility of XXXX XXXX XXXX not willing to work with me and choosing to move forward with a foreclosure process. XXXX XXXX XXXX, the refinance lending company and I have discussed this discrepancy with Mr. Cooper on several occasions via email, phone calls with no resolution. They have proof of my forbearance approvals and extensions and we can't seem to understand why they continue to report delinquent on this mortgage verification which is incorrect information.
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06/16/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
On XX/XX/2023, I submitted a request to Mr Cooper to approve a sublet of my Co-Op XXXX XXXX of which Mr Cooper currently holds the mortgage ). I was told to email the request to XXXX. It took XXXX phone calls to customer service to find out I needed to provide several documents with the request. Mr Cooper has no information on their website regarding this type of request. I provided the documents on XX/XX/XXXX.
On XX/XX/XXXX, more documents were required by the Research team, of which I provided on XX/XX/XXXX. It has been 31 days since my request for a simple letter of approval to sublet, and, I still do not have a resolution. I am in daily contact with their Customer Service department, as they do not have a phone number for the " Research Team. '' It's clear to me that their Customer Service department has no access or visibility on my request and their only update to me is that " the request is in process. '' An approval to sublet is a time-sensitive request, and should be treated as such by the mortgage lender. In this day and age of technology, I see no reason why a request from a mortgage holder in excellent standing should take more than 15 days. Additionally, Mr Cooper does not provide any transparency to the consumer on the process ( required documentation, timeline, expectations ). It's been 31 days and counting, and I still do not have a resolution from Mr Cooper on my request.
Mr Cooper XXXX XXXX # XXXX
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06/03/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
|
My mortgage service transferred on XX/XX/XXXX from XXXX XXXX XXXX XXXX XXXX # XXXX ) to Mr. Cooper Mortgage XXXX XXXX # XXXX ).
Upon review of the transfer, I became aware that XXXX XXXXXXXX XXXX had placed lender based insurance on my property and charging my escrow account {$1900.00} I provided proof of insurance to both mortgage servicing companies on XX/XX/XXXX.
On XX/XX/XXXX, I called XXXX XXXX XXXX and was told that Check # XXXX was written on XX/XX/XXXX and mailed on XX/XX/XXXX, and that I should see it deposited in my escrow within 30 days after approval.
On XX/XX/XXXX, at the 30 day mark, the funds were not deposited. Having both companies on the phone simultaneously, I was told it should actually take 4-6 weeks after approval, and to check then.
On XX/XX/XXXX, after the 6 week mark, the funds were not deposited. Having both companies on the phone again, I was told they will look into it and could take up to15 more days. They also stated that they would 'expedite ' the issue and should have results sooner.
I have asked on XXXX, XX/XX/XXXX, and XX/XX/XXXX for a letter/email, but still have not received any documentation corroborating their statements.
The mortgage transfer has now passed the 90 day window that companies are legally required to complete transfer and the escrow money is still missing.
I have spent almost XXXX hours over the last 3 months dealing with this problem with no resolve.
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04/24/2021 |
Yes |
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- Trouble during payment process
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|
Web |
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Step 2 : What type of problem are you having?
XXXX bank notification this morning upon waking up for a transaction. When we check the XXXX account Mr. Cooper took at two different times of the mortgage amount from our bank that made us negative balance. Of Note, we already paid mortgage bill for this month of XXXX XXXX.
Step 3 : What happened?
Me Cooper took an authorized mortgage payment from our XXXX bank account in two different instances of the said amount totaling {$4000.00}.
Immediately husband called XXXX bank to notify them of the fraudulent charges, and me on the other hand called Mr. Copper ) XXXX, Texas ) and only to find out after 5mins waiting the call will just drop for no reason and says the operator you are trying to reach is unavailable right now. I did these two more times. It still the same thong, it drops the call after 5min of waiting.
Check XXXX if Mr. Cooper is on XXXX, this found out on thwir post literally was just posted 26 min ago. saying the they were apologizing of those people who got impacted of the issue. The XXXX wont is a whole lot of money for a family of 5.
On XXXX thread some of the customers were charge seven more times of their mortgage. This is unacceptable, we have a life to take care as well and this happened.
Step 4 : What company is this complaint about?
Mr. Cooper mortgage company Step 5 : Who are you submitting this complaint for?
I am the complainant.
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03/16/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
|
When our mortgage got transferred to Mr. Cooper, they did not transfer our insurance documents. They failed to notice that this information was missing from our account for an entire year. They sent us a letter stating that our coverage was delinquent which was false, and to update our home insurance information. In accordance with the instruction provided we uploaded our policy to mycoverage.com/mrcooper and received notice that our policy was up to date. Mr. Cooper, without informing us, then purchased a duplicate policy from the policy we updated paying for this out of our escrow. We are now effectively paying twice for the same policy. In an attempt to address this issue we spent hours in cyclical IVR questions before finally being able to talk to a human. The individual said it was XXXX, our insurance company, who had REQUESTED that our insurance be paid through escrow. When, speaking with out XXXX agent, they explained this was false, they had no direct communication with Mr. Cooper, there was no need to pay through escrow, and that Mr. Cooper had failed to add themselves to the policy when the mortgage transitioned from Nationstar. Now, after again hours and multiple attempts to reach a representative, we have not been able to speak with/contact a human being, leaving us currently paying twice for an insurance policy we bought independently.
This issue is ongoing as we have not been able to talk to anyone.
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12/01/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
- Escrow, taxes, or insurance
|
|
Web |
Older American |
Just prior to having our mortgage turned over to Mr. Cooper/ Rushmore Servicing we paid our previous loan holder an estimated escrow shortage of {$640.00} in full. The escrow analysis indicated that we must have {$2500.00} in the escrow account upon transfer and exactly that amount was reflected on both the Mr. Cooper/ Rushmore Servicing website and our first payment statement. We paid the {$640.00} escrow shortage in full to avoid an additional {$53.00} being added to our monthly payment but yep, you guessed it. Even with the escrow account being in good standing the company insists that the extra {$53.00} is due on monthly basis. Long story short we refuse to pay for an escrow shortage that doesn't exist and have paid by check with correspondence and documentation as to why our payment didn't reflect the amount shown on the statement, along with repeated requests they adjust our escrow payment to the amount shown due in our escrow analysis. They refuse, and yesterday, with absolutely no warning, Mr. Cooper / Rushmore Servicing " unapplied '' all the payments we've paid, {$3400.00} to be exact, and are now showing our account as 60 days past due. We're talking a total of {$130.00} that's in dispute at this point. A dispute that never would have happened had they simply looked at their own records and corrected their mistake. We wish you good luck if you're ever unfortunate enough to have to deal with this outfit.
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10/19/2023 |
Yes |
|
- Struggling to pay mortgage
- Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
|
|
Web |
Servicemember |
XXXX XXXX requested from Mr. Cooper to end of the XXXX Forbearance on or about XX/XX/2023. XXXX XXXX received a correspondence dated XX/XX/2023 from Mr. Cooper outlining the Current Payment and Terms of which they contend includes a Partial Claim Amount of {$77000.00}. This is incorrect, there is no partial claim. Additionally, instead of assisting the consumer with modified terms that are rational in nature [ and non-predatory ], they instead are selecting to put consumers in a predicament that puts them further in debt and worse, puts their homes at risk of foreclosure. This is evident in the Estimated Modified Payment and Terms that Mr. Cooper is proposing on the letter : i. Increase interest rate from 3.125 % to 8.000 % ii. Change remaining terms from 360 to 480 months iii. Change total monthly payment amount from {$1300.00} to {$1900.00} The amount in arrears as of XX/XX/2023 is {$5000.00}. Mr. Cooper instead of rationally deciding to place this arrears amount to the end of the loan, they choose predatory practices by extending loan term 10 years and changing interest rate to more than market rates for a primary home.
In addition, Mr. Cooper and the loan servicer, XXXX XXXX XXXX XXXX XXXX. are failing to adhere to XXXX XXXX as a member of the military. XXXX XXXX asks the XXXX XXXX XXXX XXXX and the XXXX XXXX XXXX XXXX to thoroughly review of the above-named mortgage servicers lending practices.
Thank you.
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08/09/2022 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
Servicemember |
I filed bankruptcy, I experienced a financial hardship due to XXXX, I lost my dad ( a veteran ) due to XXXX, and I was fired from my job. I applied for a forebearance, and I have explained that I am currently experiencing financial difficulties, but I want to keep the home and I am requesting a lower payment. They sent me a refinance, which INCREASED the monthly payment, increased the interest rate, increased the amount owed to be HIGHER than the original amount purchased in XXXX, and started the loan over to a new 30 year mortgage! I REFUSED to and agree and I told them this was predatory lending!!
They then stated they would do a " partial claim '' for {$31000.00} and HUD would put a lien on the home and I would owe a " balloon payment '' at the end or the current mortgage, or if I sell them home. XXXX delivered the modification papers on Saturday, XX/XX/XXXX and the interest rate has still changed to 5.5 % ( which is higher than the original 4.25 % ), and it says the loan is now 40 years to XXXX, instead of XXXX which should be remaining and my loan ends in XXXX! My last mortgage statement shows the balance is {$160.00}, XXXX but this paper work says the new balance will be {$210.00}, XXXX!! I do not understand how and/or why they are changing these figures, but it seems like a scam or rip off and they are taking advantage of people due to a Pandemic and financial situations that are out of anyone 's control!
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05/02/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Was not notified of investigation status or results
|
|
Web |
|
Inquiry - XXXX Dear XXXX, I have received the letter that the Ombudsman 's Office should have received from Champion Mortgage. I am forwarding this letter to you and asking for your help because I feel that I am the victim of a serious tvery. The enclosed letter contains disinformation. I quote verbatim from the letter from Champion Mortgage : " Your reply will be sent no later than XXXX XX/XX/2023 ''.
To date I have not received a reply from Champion Mortgage!!!
It is totally incomprehensible to me what happened to the {$77000.00} reverse mortgage?
Where is this amount that no one has ever used. The {$77000.00} reverse mortgage was transferred to Champion Mortgage.
I only claim {$77000.00} + interest and damages as I am the daughter and heir of XXXX XXXX.
My mother 's money was wrongfully taken by Champion Mortgage.
Today I tried to report the new error to the Ombudsman 's office, but your system did not allow me to do so today.
On my registered page, the Ombudsman 's office considered my case closed. Am I being ignored or am I persona non grata because I have Hungarian citizenship?
I find it outrageous that neither my mother ( who became incapacitated due to illness and died in a XXXX home ) nor anyone else took out the reverse mortgage of {$77000.00}. Why was the {$77000.00} reverse mortgage loan transferred to and ( by whom ) Champion Mortgage?
Please help me!
Thank you.
Best regards, XXXX XXXX
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06/30/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
In XXXX of 2023 on multiple occasions, I disputed their statement requiring me to have a XXXX policy on my condominium. In addition to not renewing my policy despite stating their requirement that I have XXXX, they deliberately closed my escrow account to also ensure non-payment of my property taxes as an act of revenge. Later they insisted they restored my escrow account for both property taxes and insurance.
In correspondence, they showed they also added a lender placed insurance policy, resulting in duplicate coverage. During a call with their public relations ( propaganda department ), they not only admitted this was true, but that it was also done the prior year, despite NO LAPSE in coverage. This is fraud and needs to be punished criminally. I never received any correspondence notifying me of this fact. The policy had automatically renewed just as it had for countless years.
I now suspect they have done it for multiple years further back without my knowledge or consent. I can no longer work with them as they continually refuse to deal with me in good faith, which is why I am requesting your intervention.
Therefore, I am requesting a FULL ACCOUNTING of my mortgage from its inception, or at least as long as this criminal organization has been servicing the loan.
I also implore the CFPB, in tandem with XXXX, to order the transfer of my loan servicing to another ( hopefully non-criminal ) organization.
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10/19/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
Mr Cooper mortgage company ( XXXX XXXX XXXX XXXX. XXXX, TX XXXX ) received my mortgage loan from another mortgage company in XX/XX/2019. That mortgage was issued several years ago, and has compounding account to collect money for insurance and property taxes. The mortgage loan number is XXXX. In XX/XX/2019 annual payment to XXXX insurance agency was due but was not paid ( amount due for insurance about {$850.00}, available escrow over {$2000.00} ). In XX/XX/2019 XXXX contacted me about missing funds. I called Mr Cooper in mid-XX/XX/2019 and informed them that they need to pay for insurance. Representative said that their insurance department will investigate. XXXX agent informed me that they send invoice to Mr Cooper.
As of today, XX/XX/2019, I called to Mr Cooper again, and talked to insurance department representative XXXX ext. XXXX. She told me the following : 1. Insurance was not paid.
2. Insurance policy was canceled on XX/XX/2019. I told her that XXXX canceled due to non-payment.
2. She did not know where I can file a complaint about it, she did not know about CFPB.
3. There were no notes of my prior calls, except on XX/XX/XXXX, when I told Mr. Cooper refinance department that I will not refinance with them until they fix insurance issue.
4. Mr Cooper did receive an invoice for insurance from XXXX in XX/XX/2019.
Mr Cooper is collecting money for insurance but then not paying for it when it is due.
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10/28/2018 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
|
am a XXXX service member for last couple of years, I was recently XXXX to XXXX XX/XX/XXXX, I was in XXXX XXXX in XX/XX/XXXX with my family were also relocated at that time, this year my family returned home and I got a change of station to XXXX and my family, my kids and wife living in the home that Nationstar aka Mr. cooper trying to foreclose on my home and kick my family out, I applied for modification last year XX/XX/XXXX and denied mod and hired a paralegal XXXX XXXX in which I signed a durable power of attorney to help me negotiate the mod and help me force lender to give me a mod until today there has not been any respond for the appeal nor they speaking to my attorney by power of attorney and claiming she isn't attorney they wont speak to her and harassing my family by sending people to my house and posting notices on my door ( scare notes ), they also recorder a notice e of default on, my property XX/XX/XXXX ignoring the fact am not home and my family has no place to live in while am out, this lender is corrupted and request your assistance to force them to give me a mod request sent last year and over turn the denial please. yes I had problems paying in the past but they knew the reasons why, I was injured in XXXX and had to take time off the service to rehabilitate and my pay was cut and have a son that's XXXX and had bunch of medical bills too to be paid and we had financial hardship at that time.
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01/22/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Older American |
I was switched to Mr Cooper in XXXX without my say.
They sent me the wrong address to send payment. We got XXXX payment correct and the lost my XXXX payment. XXXX my bank sent a check for XXXX on XXXX XXXX Cooper received it on XX/XX/XXXX. I go a notice on the 14 that payment was pass due. I called Cooper and they called XXXX with me on the line. Sent me and Cooper a copy of the check showing they received it, cashed it and deposited it. Today I got my XXXX bill and the XXXX amount is still on there. I called and talk with customer service and got no where. I asked for supervisor and he said I needed to prove I made payment. Told him I have. He said e mail copy of check to an e mail I asked him to e mail the address. He said no they would not do that. I want it in writing because I know they will never remember whats said on phone. I told them to fix it or I will sue them. He said to do as a I wanted and could not help me. I told him I would see him in court and hung up. I want credit from them for the XXXX payment they missed placed and I want an apology in writing. And I would like compensation for my time to research this and show them its their problem. Is there a way I can go back to my other company. I hate Mr Copper because they are very unorganized. I showed them they have four different address to send a payment. Two payments and two issues? This is not going to be a company I want to do business with
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07/31/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
Nationstar Mortgage LLC XX/XX/XXXX Nationstar attempt to collect a mortgage that Nationstar is no longer the servicer.
I received a notice of transfer of servicing transferring my mortgage from Nationstar to XXXX XXXX.
In addition to the transfer of servicing nationstar : recorded An assignment of my mortgage from Nationstar to XXXX XXXX XXXX XXXX DBA XXXX XXXX XXXX was recorded on XXXX County on XX/XX/XXXX.
a letter dated XX/XX/XXXX was file as a response to my complaint with CFPB by XXXX XXXX servicing asserts that XXXX XXXX DBA XXXX XXXX XXXX is currently the owner of the account number ending in XXXX. XXXX began servicing the loan on the behalf of the owner referenced above on or about XX/XX/XXXX.
On XX/XX/XXXX I received a copy of a document from XXXX XXXX XXXX requesting the court to schedule a foreclosure sale. The court schedule a foreclosure sale of my property for the XX/XX/XXXX. As asserted in its notice of transfer Nationstar is not the servicer of my mortgage.
By Nationstar own admission on its recorded assignment of mortgage dated XX/XX/XXXX Nationstar convey, grant, assigns and transferand set over the mortgage and all interest if any.
Nationstar behavior is unethical as Nationstar is aware that is no longer the servicer of my loan.
A sale of my property is schedule for XX/XX/XXXX. Please help me cancel the sale so I can pursue my rights with the proper party.
Sincerely, XXXX XXXX
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08/25/2022 |
Yes |
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- Trouble during payment process
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Web |
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Our property taxes have been delinquent since XX/XX/XXXX. They are escrowed into our mortgage. My mortgage payment went up over {$200.00} due to an increase in insurance and property taxes. I have dealt with NUMEROUS people through Mr. Copper ( our mortgage company ). They have said we will get this resolved and handled ASAP. Its been a month and a half since first finding out and dealing with them, and NOTHING has been done. They keep saying they sent in payment in XXXX XXXX to My tax office. I have spoken to the tax office NUMEROUS times to find out they have not submitted any payments. The amount owed has gone up significantly due to interest. The mortgage company continually says they will get back to me on a certain date an NEVER actually do. When I try and follow up I can NEVER get the same person on the phone and have to start over with someone new. Again we have been paying more to the mortgage company to find out they arent paying. Our tax office is so EASY to get ahold of and fine out whats outstanding, but the mortgage companies acts as though there is miscommunication somewhere because the tax office has confirmed the taxes have been paid, there words to me on one specific occasion.
I have been informed recently that the attorney that my tax office has hired will be taking the case to court effective XXXX. XXXX, 6 days from now, if they are not paid. As of today XXXX XXXX NOTHING FROM MR. COPPER.
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05/05/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My wife and I purchased our first Florida home after moving to XXXX XXXX in XXXX of XXXX. We originally used XXXX XXXX XXXX XXXX XXXX XXXX as our mortgage lender. We qualified for a fixed rate conventional mortgage with a principal balance of {$260000.00} at an interest rate of 3.5 %. The total fixed rate payment was {$1400.00} per month. This included {$1100.00} in principal and interest, {$100.00} in estimated taxes, and {$110.00} in hazard insurance. As soon as we closed our loan was sold to Mr. Cooper. Our first payment to them was in XXXX of XXXX. The payment amount and due date remained the same during the initial transition. In XXXX of XXXX we were informed that we had an escrow shortage and that our payment would be increasing. It increased effective XX/XX/XXXX ( date of first payment at this amount ) to a whopping {$1900.00} ( a XXXX XXXX increase ). I have NEVER known a fixed rate mortgage to increase by such an astronomical number. As a result of this absurd increase our funds have run low. We were barely able to pay the payment that we agreed upon when we purchased the residence, never mind their increase. We feel like this is a direct violation of RESPA and very unprofessional as most people in today 's society can not handle such an increase without extreme financial hardship. That is what my wife and I are facing now. We really need your assistance with this matter at your earliest convenience.
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05/14/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
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XX/XX/2022, I spoke to a Mr. Cooper representative ( XXXX ) to discuss my loan modification. I received my loan mod in the mail, scheduled a notary through Mr. Cooper. From XX/XX/XXXX to XX/XX/2022, I have had at least 8 notary public to notarize my documents. Two times I got my own. Mr. Cooper would send another mod package without personally informing me that my prior documents were rejected. After dealing with this several times I figured out if I receive another package, it's because something was not completed correctly. I called Mr. Cooper and ask questions. When I did the reps would seem clueless. Some have put me on hold to ask another rep a question about my account. There were some who read the wrong info and I would direct them to what to look at. Mr. Cooper communication skills with the customers and employees needs improvement. Attempting to get my documents notarize has been confusing and frustrating. when I feel confident my documents will get " approved '' they're " denied. '' XXXX XXXX XXXX sent me an email and said to call anytime I encounter a problem. I did. Out of all the representatives since I began my loan modification, he is the only one who gave me some new info to include. That moment was mind boggling. Still, they got denied. I could go on and on, but it would be a repeat of the lack of assistance I receive. The reps were not knowledgeable but had me to trust what they were saying.
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10/03/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Problem with a company's investigation into an existing problem
- Investigation took more than 30 days
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Web |
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ayments Status Date Amount Fees Posted XX/XX/XXXX {$36.00} Fees Posted XX/XX/XXXX {$36.00} Fees Posted XX/XX/XXXX {$36.00} What are these late fees for, XX/XX/XXXX the portal said I owed {$0.00} how can there be late fees and please provide the disclosure of these fees and from what months they are from in writing. I have not received any of my flood insurance refunds dating back from XXXX when Mr. Cooper was provided proof from numerous sources on a monthly basis. it is in excess of {$3000.00}, the number has changed every time I contact someone probably a result of Mr. Cooper 's incorrect handling of partial payments where is the excess fees that were paid above my tax payment? I don't know where those funds were allocated, did Mr. Cooper simply tack on arbitrary late fees to cover those funds that were stolen? The misrepresentation of the mortgage loan transactions and payment history in your online account is dubious, I have requested. I believe Mr. Cooper is violating the Home Mortgage Disclosure act by consistently failing to report accurate data about mortgage transactions, as if you don't have borrowers ' information correct, how can reporting be correct? XXXX Error resolution procedures have not been followed as well. I do not have the funds returned that should have been returned 15 days following the notification of error that Mr. Cooper acknowledged. This matter needs to be promptly investigated.
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10/03/2022 |
Yes |
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- Trouble during payment process
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Web |
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I believe Mr. Cooper ( Nationstar ) is harassing me via ordering excessive and unnecessary " inspections '' in addition to falsely reporting my home to be " abandoned '' to my homeowners insurance provider. They then tack on fees for each " inspection '' so that I have a backlog of unpaid fees I was unaware of. Now they've started adding it to my monthly mortgage payment. They've had my home " inspected '' approximately 20 times in approximately 2 years. Sometimes twice in the same month. This goes against every standard practice I can find online as I'm never behind more than 90 days and it's never more than 30 days between full payment is sent. I believe they falsely reported my home to be " abandoned '' because standard practice is that if the " inspector '' believes the home is abandoned the next step is to do an internal inspection. I have cameras outside my home and I've never seen anyone pull their vehicle into my driveway nor have I seen anyone walk onto my property ( aside from XXXX, XXXX, and USPS making delivery ). It stands to reason that the inspector did not truly believe my home to be abandoned because he/she never did an internal inspection, which is the next step after a drive-by inspection for a presumably abandoned home. Either the inspector doesn't exist and I'm being charged false fees or the inspector exists and is a fraudulent inspector who is getting kickbacks for falsifying reports.
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10/16/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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Mr. Cooper failed to pay my XXXX County taxes for XXXX. I had a tax payment due of {$8400.00} on XX/XX/XXXX. Mr. Cooper attempted to make a payment on XX/XX/XXXX, but, according to the XXXX County Treasury Dept, Mr. Cooper mistakenly deleted the Parcel Identification Number from the cart and the payment was never made. Mr. Cooper failed to notify me of this missed payment and they failed to notify me that the payment was returned to my escrow account. I only found out when I got a late bill in the mail from XXXX County. I had to notify Mr. Cooper of this issue -- they were unaware and doing nothing to resolve it, despite their responsibility as my mortgage servicer and managing my escrow account. I have spent 3 months and countless hours chasing Mr. Cooper to get this resolved, and have found them to be both negligent and incompetent. Every time I call their Customer Support, I am given different and conflicting information. I have had to push them with weekly calls and chases to look into this problem. When I stop calling, nothing happens. My taxes are now 2.5 months overdue and I still can't get a straight answer. They claim that another payment attempt was made on XX/XX/XXXX, but there is no record of disbursement on my Mr. Cooper account -- the escrow balance simply dropped. Looking online at the XXXX County Treasury office, I can see they have not received payment and are still showing balance as due.
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06/13/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Unable to get your credit report or credit score
- Other problem getting your report or credit score
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Web |
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Upon finding in XX/XX/XXXX that I was delinquent on monthly payments due to the increase in Escrow from the previous XX/XX/XXXX, I immediately coordinated with Nationstar Mortgage/dba Mr. Cooper to determine exactly how much was needed to become in " good standing ''. I immediately paid this amount in the first week of XX/XX/XXXX. I continued to follow up with Nationstar Mortgage/dba Mr. Cooper to see when they would change my status from " delinquent '' to now " good standing ''. I was told that they only make changes at the end of the month. However, you could plead with their " researchincoming '' department to see if they would do it sooner. " ResearchIncoming '' is nothing more than an automated response so no action was taking place. I made sure to continue calling and sending messages to Nationstar Mortgage/dba Mr. Cooper pleading with them to ensure they made the necessary changes from " Delinquent '' to now be " Good Standing ''.
The end of the month ( XX/XX/XXXX ) came and went and now I'm in the middle of XXXX and we just pulled my credit again only to see that my account status has not changed. This is truly affecting my status and ability to sell my house and pay off my bills. I am a single parent and it is imperative that I get this resolved as soon as possible. I am trying to do the right thing but Nationstar Mortgage/dba Mr. Cooper is too big to care about their own constituents/members.
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09/15/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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XXXX and XXXX XXXX Loan number XXXX XXXX contact number XXXX This is a " qualified written request '' under Section 6 of the Real Estate Settlement Procedures Act ( RESPA ).
I am writing because : Mr Cooper/Nationstar loan servicer is continually applying payments improperly and proceeding and engaging in inaccurate accounting practices.
There have been over 5 attempts to resolve this issue via phone calls and lastly by emails with Mr Coopers customer service over the last 45 days.
I have requested that {$1000.00} payment made on XX/XX/XXXX be applied to XXXX payment and {$1000.00} payment made on XX/XX/XXXX be applied to XX/XX/XXXX payment.
I have been assured each time this would be taken care of and there would be written notification. This has not happened.
My daytime contact number is XXXX I understand that under Section 6 of RESPA you are required to acknowledge my request within 20 business days and must try to resolve the issue within 60 business days See below : On Friday XX/XX/XXXX the following email was sent and received by Mr Cooper/Nationstar : Please accept this email as a formal complaint against your business.
Per our phone discussions over the last few weeks I am requesting in writing this time to APPLY PAYMENT made on XX/XX/XXXX to XXXX payment and APPLY PAYMENT made on XX/XX/XXXX to XXXX payment.
I hope this can finally be resolved.
Thank you, XXXX XXXX Loan number XXXX XXXX
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10/24/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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|
Web |
Older American, Servicemember |
On XX/XX/2019 I requested a fax of the mortgage pay off amount with XXXX Nationstar Mortgage LLC a subserved for XXXX. See attached. I received a fax and the information for the pay off amount through XX/XX/2019 was {$57000.00}.
XXXX with bill pay my mortgage payment comes out automatically each month. I've never had a check returned. XXXX makes sure I have the funds when they send the automatic check. I had extra money I wanted to apply so I requested a XXXX bill pay send a check to Nationstar Mortage as normally sent and the check was sent on XX/XX/2019. See attached. It was for {$49000.00}.
Wednesday, XX/XX/XXXX, I received a voice mail from XXXX asking me to call them at XXXX. When I was off work I called and was told the check for {$49000.00} was returned because the pay off was less than the fax sent me which stated {$57000.00} pay off. I was told the pay off was just over {$50000.00} so they returned the check.
I became angry because it appears to be that someone didn't do their job. I was called once with a voice mail and called back and told the check had already been returned. When speaking to the employees, the last being XXXX at executive resolution team this XXXX XX/XX/XXXX, they used statements like " from our perspective '' and " we thought ''. I kept asking where it was written than I could not send a check for this amount.
Please, see attachments to understand my confusion and anger.
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05/01/2023 |
Yes |
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- Struggling to pay mortgage
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Web |
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My issue is with Mr. Cooper, and I am hoping this complaint reaches management and they are able to help. My issue is I have been trying to get a loan modification for 2 years now and they keep refusing to give me the modification which is causing me to owe more and more money, and this could have been easily resolved. On their website they have a link that says the federal government has a program that can help you with behind payments and I have applied for that program in my state witch is Florida, I have a HUD counselor that is working with Florida program and they have stated they would pay up to {$50000.00} towards my mortgage witch would help erase some of my debt and put me ahead in payments so I don't fall behind again. But in order for them to pay the money Mr. Cooper has to grant me a loan modification and push what I owe to the back of my loan, and they will make the payment, they have stated they will not make the payment while I am in default as it would be a waste of funds if they proceed with the foreclosure. I am asking management to please review my case and grant me one more loan modification, so that way the program can pay the {$50000.00} towards my mortgage and I can keep my home, if there is a program willing to help my mortgage, why would you guys not accept the loan modification as this helps both parties, because I get to keep my home and you guys still get paid. Please help me.
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03/24/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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During a transfer of our mortgage from XXXX XXXX Mortgage to Mr. Cooper a charge of {$600.00} was placed against our mortgage as an Escrow charge. We filed a complaint and Mr. Cooper acknowledged it should have not been charged to us. We made two payments towards that amount that should have BOTH been credited to our principal balance if that charge had been vacated from our loan. Only one payment of {$50.00} has been applied to our principal balance. The other was applied to the {$600.00} to bring the false charge amount to {$550.00} and that charge is STILL being imposed against our loan. Mr. Cooper did in fact, vacate it from XXXX as they stated in our prior complaint 's response, but it is still there in the amount of {$550.00}. It has simply been moved from XXXX charged first on XXXX to " other '' as a lender paid adjustment. No, this is not a credit to our loan but a charge as credits and payments are shown without parentheses and payment reversals and charges are shown in parentheses on the attached form. All Mr. Cooper has done is move the false charge around like a shell game. In addition, despite a TIL request for what the charge was actually for, we have never been given an explanation. A representative from Mr. Cooper has called every few days to see if the 2nd payment of {$50.00} has been applied to our principal but will not acknowledge the {$550.00} still being charged to our loan account.
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05/10/2019 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit repair services
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- Confusing or missing disclosures
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|
Web |
Older American |
Attention Complaint Department XXXX XXXX. XXXX XXXX XXXX XXXX XXXX
XXXX, Ohio XXXX XXXX XXXX Loan # XXXX address of property : XXXX XXXX XXXX XXXX XXXX, Ohio XXXX Supporting Documentation is provided : DISPUTE : Nationstar/Mr. Cooper : Not disclosing accurate ( facts ) pertaining to ( my ) Mortgage Payoff ( to ) XXXX, XXXX etc.
1. My attorney and his recommended Title Company closed on my house on XX/XX/XXXX It WAS NOT a : XXXX # ( J. ) VOLUNTARY SURRENDER! As declared/ ( misrepresented ) by Nationstar/Mr. Cooper ( to ) XXXX, XXXX etc.
2. OHIO LAW ALLOWS MY RIGHT TO SELL MY HOUSE I chose to sell my home IT WAS NEVER a XXXX # ( K. ) REPOSSED. As declared/ ( misrepresented ) by Nationstar/Mr. Cooper ( to ) XXXX, XXXX etc.
3. The Payoff ( to ) the Mortgage Co. was {$180000.00} resulting from THEIR itemized List of added expenses! ( NOT ) only the principle amount of {$160000.00} but a PAYOFF TOTAL {$180000.00} ... Therefore it WAS NEVER XXXX # ( L. ) a Charge Off. ( misrepresented ) by Nationstar/Mr. Cooper : ( to ) XXXX, XXXX etc.
4. Obstructing my ability to become current by NOT allowing me to make payments from XX/XX/XXXX to XX/XX/XXXX during their foreclosure filing.
That period of Not Accepting payments Needs to be WORDED by Nationstar/Mr. Cooper ( to ) XXXX, XXXX etc.
The Mortgage Company : Nationstar / Mr. Cooper XXXX XXXX XXXX XXXX XXXX, Texas XXXX Phone XXXX Thank You, XXXX XXXX XXXX
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02/12/2018 |
Yes |
- Checking or savings account
- Other banking product or service
|
- Problem with a lender or other company charging your account
- Money was taken from your account on the wrong day or for the wrong amount
|
|
Web |
|
After receiving letters from XXXX XXXX and XXXX XXXX that her " loan payments '' for her reverse mortgage ( there were none ) should now be made to XXXX XXXX, my XXXX-year-old mother started sending her {$310.00} HUD loan payment ( which was serviced by a third company ) to XXXX in XX/XX/2017. She made another payment in XXXX before the third party notified her that she was past due.
When we discovered what she had done, we contacted XXXX XXXX via its XXXX number on XXXX XXXX and explained the issue to XXXX. She confirmed the facts and promised a check would be sent.
When no check was sent by XXXX, we called again and spoke to XXXX on XXXX XXXX. He again confirmed the facts and promised to make sure a check would be sent.
Not having received a check yet, we sent a demand letter to the only address XXXX provided on XXXX XXXX.
And when the funds were still not returned, we call on XXXX XXXX to again try to resolve the issue. This time XXXX told us that it had " been too long '' and XXXX would not issue a check.
We responded that the responsibility for delay was entirely XXXX 's and that it did not absolve them from returning the money sent to them in error. XXXX said we'd have to open an " investigation '' into the matter. With XXXX, who had simply failed to remit the funds in the first place.
We told XXXX we would prefer to pursue this unethical behavior through other means. And here we are.
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11/21/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Incorrect information on your report
- Account status incorrect
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|
Web |
|
XX/XX/2020 i sent payoff check from XXXX XXXX XXXX to mr cooper for insurance payoff, my account XXXX with mr cooper XXXX XXXX XXXX XXXX txXXXX after i sent check i received loan invoices i called and said there must be a mistake i sent XXXX payoff check from insurance, and my balance was XXXX they did not get back to me as the rep said he would, when i appied for a loan i found they reported to XXXX XXXX XXXX i missed payments of XX/XX/XXXX, when they said they couldint find a check i asked they open an embesslement case with XXXX rangers XXXX after that suggestion the check was locsated in XXXX, they still refused to accept responcability for there coworkers error, i then reached out to attorney genrel i got a responce dated XX/XX/XXXX and XXXX XXXX pointed me toward your agency XXXX so i ened up just getting a loan at XXXX when i could od got it at XXXX i couldint buy a house to replace my burned down XXXX because after insurance paying off property it didint leave enough to buy a structure, so i had to rent rooms going to XXXX area wherer i visit family regularly and with covid i had to rent a room, this company refused to take responsibility, so they damaged my credit and the loan officer didint want to work with me as he believed i wasint being truthful, i lost time of repairing my house and refiancing ; because they refused to acknoledge there employees mistake of location of check ty XXXX XXXX
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09/26/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
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|
Web |
|
I was behind on payments leading up to XX/XX/XXXX. I had accumulated all of my past due payments and was calling Mr. Cooper to get wiring information and at that time, they told me that I didn't have to make that payment and there was a " great '' new government program out, and I didn't have to make payments and could use the money for other things. They lured me into this program, aka CARES Act Forebearance, with the " promise '' that the payments would go into the end of the loan. I was promised no late fees, no required payments and that the balance would be added to the end of the loan. Now, come to find out, they are telling me I need to pay the lump sum or give up my home. This was financial entrapment. The reason I was initially behind was because Mr. Copper increased my mortgage payment by 34 % in XX/XX/XXXX, claiming that the prior servicer had not calculated or collected escrow correctly. The prior servicer, XXXX, XXXX had on numerous occasions required excessive and predatory amounts of third party fees and expenses to keep the loan current and in place. No one has been able to substantiate what months and what amounts of escrow were not paid accurately or correctly doing the life of this loan, causing the 34 % increase in my payment prior to forbearance. I have owned this home for 21 years and I feel like I have been intentionally placed into a precarious place by Mr. Cooper and XXXX XXXX
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06/21/2021 |
Yes |
|
- Incorrect information on your report
- Account status incorrect
|
|
Web |
|
Last XX/XX/XXXX when the Covid Virus hit, we learned that we could contact our servicer and ask to have our payments deferred if we were impacted by the virus. I called to asked to have our payments deferred because my husband was barely making 30 hours a week, we have 6 people in our house. We were making half of what we normally make. I was told I would have to prove we were having issues in making our payments. Sorry, I do not know how to do that, and they did not give me advise on how to prove it. So, we had to start making our house payments late. Finally in XXXX of XXXX I made my last late payment and have been caught up ever since. If they had deferred our payments like the President said we could, I could have refinanced late last year and had a good interest rate.
In XXXX of XXXX I started looking into refinancing our home. Only to find out that Mr. Cooper did not report our payments correctly in XXXX. They reported it as a 60 day late instead of a 30 day late. I have been calling and calling to have them fix the issue. I finally got a hold of a manager and they put in an order to have it fixed. The kicker is it takes 30 days to get it taken care of. I also found out that they do not report our monthly payments till a MONTH later of being paid. So, if you make a XXXX payment it does not show up till XXXX.
I feel my refinance is being held XXXX because NO one wants to do their job correctly.
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10/27/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Older American |
In XXXX of XXXX I refinanced my home with XXXX XXXX.
The amt is XXXX with a monthly payment of XXXX for 10 years.
About a month ago i realized that there were no payments being taken out of my investment banking account. I contacted american financing and they sold the loan to nationstar in texas. I contacted nationstar mortgage, which is mr. cooper loan comp, only to find out that all the letters pertaining to the transfer and payments they sent to me were returned to nationstar.
I learned also in that phone call nationstar put my home into foreclosure > I was shocked as i have excellent credit, I definitely have enough money to cover payments, My home is worth XXXX XXXX plus and i was never contacted by either company about a foreclosure. I learned that nationstar had the wrong address for me, they never had a phone number or e-mail on file for me, and therfore simply said we can reinstate the loan if you pay all the previous months payments, which i will gladly do but my credit score is compromised and i have to pay XXXX in forclosure fees.
Wanted to know if a compaany can just forclose on a loan like this without even contacting me. I found out that american financing also had my physical and mailing addresses, which are not the same mixed up. I find it odd that they could potentially get XXXX XXXX from my home just because they did not even try to get an e-mail or phone nu for me. thank you
|
04/06/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
Older American |
My name is XXXX XXXX, my servicer is Nationstar mortgage XXXX mr cooper, I am working with a certified HUD counselor who has been mediating between myself and the lender, the lender agreed to allow payments from a local county grant in the city of XXXX ca to send a {$12000.00} payment and, said I can also send in {$5000.00} to lower my balance so I could qualify for a state grant called California mortgage assistance. The lender said they would hold the monies in a suspend account and would not send it back, they asked that we place it to the attention of XXXX XXXX we have complied, on XX/XX/2022, I received a notice from the lender stating they have returned the monies sent to the local grant distributor, after an agreement was in place by the HUD counselor and the lender, saying they would hold it, this is the 2nd time monies were returned. I am trying to save my home and the lender has made it very difficult for me to resolve the past due amounts. I need to get this resolved each day we wait makes my account further past due. I also sent an additional {$5200.00} attention XXXX because a new payment was due. total sent $ XXXX by the city if corona- was returned by lender {$5000.00} sent by borrower- lender said they don't have it, although it was sent to XXXX XXXX per their instructions $ XXXX sent by borrower- lender said they don't have it, although it was sent to XXXX XXXX per their instructions
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09/04/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Older American |
Mr. Cooper Mortgage company has received all my payments since XX/XX/2019. On XXXX I received a notification that say I did not make my payment for XXXX.
I contacted their costumer service and emailed them the copy of my electronic payment through XXXX XXXX XXXX. They didn't clear the records so I called again and they request I mailed a copy of my bank XXXX statement as a prove of payment. I emailed and mailed the copy of my XXXX Bank statements showing my payments cleared. Since no changes in my balanced were shown I called again and then they request a copy of my XXXX statement to prove the payment was not returned or decline. I sent the copy of my XXXX statement that proves my payments for XXXX and XXXX had cleared the bank and had been cashed by Mr. Cooper Mortgage company.
Then they say they need to make a phone call to the bank with me on the phone to prove the payments. I agree to this but the called has never been made by their representative. In the mean time I keep receiving mailing with late notice and no payment from Mr. Cooper company and threats to send my case to a collection agency.
I have been in contact with their Escalation Specialist Mr. XXXX XXXX XXXX XXXX XXXX XXXX XXXX, AZ XXXX ( XXXX ) XXXX, He has no been of any help.
I dont know what else to do to protect my credit record. I have done nothing wrong. Help!
You can contact me by phone or email if you need any documents.
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04/14/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Older American |
Mr. Cooper makes it incredibly difficult to actually speak with a live agent ; forcing self service and messaging as the sole option. On XX/XX/XXXX I contacted them to advise not to [ ay my home insurance as i was changing companies. That simple request took two phone calls, five minutes of menus and once I finally reached an agent I had to be transferred. My message to them sharing my frustration in their online message center was met with a response explaining how to notify of insurance changes, This had nothing to do with my message. I had similar frustration om XX/XX/XXXX trying to determine if the premium to the new carrier had been paid. When I finally made it through the menu to reach a live agent their system disconnected the call. Again I contacted them via the message center, They responded on XX/XX/XXXX that my premium had been paid on XX/XX/XXXX. I just spent nearly 20 minutes on the phone again ( XX/XX/XXXX ) as I see no escrow disbursements in my account. XXXX advised me no payments had yet been made and it was scheduled to go out. He agreed to send via overnight delivery.. The information I was trying to obtain in all of these interactions can not be fulfilled via self service. There seems to be an effort to force self-service for all transactions, even when it is no the appropriate venue. To me, this would seem to violate regulations around XXXX and is incredibly frustrating. Thanks.
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04/24/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
Older American |
We purchased our home 37 years ago ( XXXX ) for {$92000.00}.
Planning for retirement, over the years, we bought 3 rental properties.
In XXXX during The Financial Crisis we lost our employment and we defaulted on our obligations.
When we regain our jobs, we hired " XXXX XXXX XXXX XXXX '' to help us restructure and modify the 4 mortgages.
HERE IS WHERE THE NIGHTMARE STARTED AND IS STILL GOING ON...
The XXXX XXXX XXXX had us faxing updated financial statements for 2 years they charged us {$10000.00} and produced absolutely nothing. See Attached E-Mails.
It took 5 years to Modify the 4 Loans, adding an enormous amount of debt.
Thing were getting worse by the day!!!
We were served a Foreclosure Notice on one of the Properties ( XXXX XXXX XXXX ) We contested the Foreclosure, We went to Trial arguing the Financial Crisis have destroyed our lives.
Lender, Servicer and the Courts made a very wise decision by reducing principal and interest by 50 %.
The good news is that this Loan has been current ever since and is now in a very good financial health!!!
The bad news is that the other 3 Properties are still straggling to stay alive.
If this was not enough COVID made it much worse...
We are asking Mr. COOPER for help.
The Principal on this Loan has Ballooned during the XXXX Financial Crisis.
We are retiring and we would like like to sell the property however the total amount due is just too high.
|
11/29/2019 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account information incorrect
|
|
Web |
Older American, Servicemember |
Our Loan was transferred or sold to another company. The sale or transfer date was XX/XX/2019. The new owner was XXXX XXXX with Servicing of the loan being handled by XXXX XXXX. The Loan number is XXXX The actual transfer happened on XX/XX/2019.
Recently we have been having problems with, first the Nationstar/Mr Cooper loan shwing on our credit report starting this month as being OPEN with a balance of {$190000.00}. We put in a compliant to XXXX through CFPB ( this format ) on the XXXX of this month. On the XXXX the credit reports started showing the Nationstar/Mr Cooper loan being closed, but the our XXXX account shows that there were other things also happening in the credit file that shows changes were made to the Nationstar/Mr Cooper credit file that not only altered the dates or recorded delinquent periods. This in fact lowed my credit score for that account. Put a call into the CFPB this morning and was told that XXXX indicated that the account could only be controlled by Nationstar/Mr Cooper, and they were the ones that did not close it, and if I needed anything change or corrected, I would need to contact Nationstar and ask for XXXX XXXX. I'm not clear who made the changes and why would Nationstar/Mr Cooper would make such changes, being it something we had never before experience when were were with them. They have for the past ten years been an stellar and exceptional mortgage servicer.
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09/14/2023 |
Yes |
|
- Trouble during payment process
- Escrow, taxes, or insurance
|
|
Web |
Servicemember |
On XXXX XX/XX/2023 I called my mortgage companys, Mr . Cooper, escrow department to close my escrow account. My escrow account was sitting at XXXXXXXX XXXX when I called. My account was assessed to find out if I qualified for closure of said account and I was preapproved ( pre approval number XXXX ). I made a my regular monthly mortgage payment on XXXX XX/XX/2023 which should have put my escrow balance at XXXX XXXX On XXXX XX/XX/2023 there are multiple transactions on my account that put my account in the negative XXXX XXXX I tried message chat and the companys ticket system to fix the issue but was still denied my account closure. I called an agent today, XXXX XX/XX/2023, to try to fix the issue but that phone call ended up going nowhere.
I switched over insurance companies to a lesser, more affordable company on XXXX XX/XX/2023. I requested an escrow analysis before I deposited then transferred my returned insurance payment. The escrow analysis was performed XXXX XX/XX/2023, I was told I had too much money in my escrow account and would be receiving a refund. Since my bank rejected the direct deposit from my checking account I was never issued a check from Mr. Cooper. My escrow account is being tampered with yet no one at the company has done a thorough investigation into these happenings and Im still in the negative with a denial for closure.
I had no issues with Mr. Cooper until as of late.
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10/13/2022 |
Yes |
- Mortgage
- Other type of mortgage
|
- Trouble during payment process
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|
Web |
|
In XXXX, Mr. Cooper failed to pay my homeowners insurance out of my escrow account. XXXX was due XX/XX/XXXX. I received a notice 30 days after payment was due from my insurance company letting me know my policy had been cancelled. I immediately called my insurance company and put a policy in place effective XX/XX/XXXX. The policy was paid via disbursement from my escrow account. I then received a letter from Mr. Cooper stating that they would retroactively force place insurance for the 30 day period I lacked coverage, even though it was their error. I reached out to Mr. Cooper to remedy the issue and the agent offered to call my insurance company and retroactively reinstate the policy. A second disbursement was made out of my escrow account to my insurance company. I then saw another disbursement for {$110.00} on XX/XX/XXXX from my escrow account where Mr. Cooper charged me for force placed insurance, even though I had insurance for that time period. I again called to remedy the situation on XX/XX/XXXX. The agent acknowledged the error and noted that the policy for XXXX was in their files. She said I could expect a refund within 5 business days. After 10 days, there was no such refund in the account, so I called again. The agent stated that the refund would be in the escrow account within a day or 2. As of XX/XX/XXXX, my escrow account has yet to be credited for the force placed insurance amount.
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11/04/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
After buying our new condominium in XXXX we received a tax bill for the whole building in XX/XX/2021. I promptly forwarded to the escrow company that bill ( {$3300.00} ) with our deed that explained that we owe 33.33 % as we are one of three units in the building. This brings a total owed by us to {$1100.00} by XXXX. The mortgage company did not respond and did not paid the bill, when contacted they just said that they were looking into it.
By XXXX we received the second quarterly bill for the building. The total owed by our unit is {$2200.00} and we have received {$37.00} in interest for non payment of the first quarter. I again contacted the mortgage company multiple times by phone, email and text. They assured me that the bill will be paid by the due date, XX/XX/XXXX.
On XXXX we got an escrow analysis done and they estimated the real estate taxes to be {$10000.00}, up from {$6600.00}. So now our payments are increasing {$580.00} per month without an actual split bill from the city and without any disbursements made for real estate taxes.
Today ( XXXX ) I contacted the mortgage company again because the real estate tax bill has not been paid and they stated that they will not move until the city splits up the building into individual tax bills. The city has repeatedly told the escrow company that the split will happen in XXXX and to just pay a third of what is owed according to the deed.
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05/08/2017 |
Yes |
- Mortgage
- Reverse mortgage
|
- Struggling to pay mortgage
|
|
Web |
Older American, Servicemember |
When Champion/Nationstar purchased our RM from XXXX XXXX , we were not notified until well after the transaction took place. Champion claimed I owed all taxes for XX/XX/XXXX bu t I had paid {$3500.00}. to the tax authority, Check # XXXX , then 4 payments each of {$5.00} XXXX to XXXX . If I were notified of amounts involved in the purchase, I could have corrected. Now Champion tells me to collect any overpayments myself. On XX/XX/XXXX , Champion/Nationstar filed foreclosure against my deceased wife ( she died XX/XX/XXXX ) for {$16000.00} claiming these were taxes in arrears paid by XXXX and Champion . Included were taxes ( real es tate ) in the amount of {$10000.00} for tax yea r XX/XX/XXXX su pposedly not paid. My actual RE tax es for XX/XX/XXXX totaled {$5600.00} but Champion thru their attorneys, XXXX XXXX filed anyway forcing me to pay the full amount of {$16000.00} to keep my home. Only later did XX/XX/XXXX remo ve foreclosure but it remained on my credit report. I have been charged appraisal, inspection and legal fees but when I ask for proof, Champion declines.
I asked Champion to increase my RM as dictated by the Obama administration. Champion uses the appraisal from the beginning of the RM of {$250000.00}. but refuses to a ccept current appraisal of {$340000.00}. Foreclosure is set fo r XX/XX/XXXX even though I disputed all.
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06/09/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
I am finishing up a XXXX XXXX reorganization. My bankruptcy was discharged on XX/XX/2020. Leading up to the final months I contacted my mortgage company, mr. Cooper, to make sure all payments were current. I have had issues in the past with mr. Cooper misapplying funds IE applying monthly mortgage payments to principal or Escrow, excetera. As has become their Norm, about every 18 months I'll get a letter from Mr Cooper or their attorney saying that I owe between XXXX and {$5000.00}. This morning I received a phone call from mr. Cooper asked me if I would be interested in a forbearance. I did not understand why they were calling me as I am current on my payments. I called to check last month again prior to my bankruptcy being discharged I have the names of the people I spoke with the amount that they told me to pay. This morning a lady and loss mitigation Department informs me that my house is in foreclosure. However they can not give me a total amount that I owe or when my house will be sold. I have spoken to representatives in three different departments at Nationstar/mr. Cooper as well as speaking with their attorney, XXXX XXXX. All to no avail. I don't know where else to turn to for help. My monthly statement for this month shows that I owe my regular monthly payment. In fact it actually shows that I have an unapplied balance. I'm hoping someone can help me navigate this and figure this out
|
04/10/2019 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account information incorrect
|
|
Web |
|
Nationstar/Mr. Cooper finances my home. During hurricane Irma I suffered extensive damages, {$130000.00} to be exact. After a year and a half of trying to get this forbearance and modification complete I was finally approved for a loan modification ... .at the same time I settled my suit against the insurance company.
While waiting for checks to pay the house off and start the repairs I applied for a {$5000.00} loan to tarp my roof so it doesn't fall in and have further damages and was turned down ... .BECAUSE NATIONSTAR/MR. COOPER HAS RUINED MY CREDIT. I was told that there is a derogatory report from Mr. Cooper on my credit that has ruined me. All because the whole state of emergency and hurricane damages, and they told me NUMEROUS times that this WOULD NOT AFFECT MY CREDIT!!!!! I have that on paper and recordings. So me and my XXXX son are out of a house because I can not protect it as I CAN'T GET A LOAN. The settlement has been canceled and they have have the house and the {$130000.00} worth of damages. I'm done. I've been approved for a loan modification but I've been late on my payments for over a year???? How exactly does that happen? Don't you think that had I NOT made my payments on time and in full that I would NOT have been approved for a loan modification?????? Well, I was, last month, XX/XX/2019. And how do I have {$220.00} of UNAPPLIED FUNDS but I'M BEHIND ON MY MORTGAGE??????
|
06/29/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account information incorrect
|
|
Web |
Servicemember |
This account is in a Chapter XXXX Bankruptcy executed by XXXX and XXXX XXXX XXXX XXXX I have paid all post petition payments up to date.
Mr. Cooper continues to report this account 180-150 days late.
XXXX XXXX XXXX Nationstar XXXX Mr. Cooper, all attorneys were provided this information on numerous occasions.
XXXX XXXX XXXX Nationstar XXXX Mr. Cooper, continues to report incorrect information, continues to pursue aggressive foreclosure procedures ; continues to hold {$2900.00} of Borrowers funds in a Bankruptcy Que Suspense account without interest.
They have refused to provide the purpose of the account and why the funds re not applied to post petition payments.
They have also refused to provide an accurate accounting of payments with pre and post petition charges.
Please assist.
The details and comments of your account **** XXXX is with NATIONSTAR XXXX MR COOPER . changed. This Conventional Real Estate Mortgage comments changed on XX/XX/2020 : Comment 1 : Real estate mortgage Comment 2 : Conventional mortgage Comment 3 : 150 days past due Important Notes : If you believe the details or comments are incomplete or inaccurate, contact NATIONSTAR XXXX MR COOPER., XXXX XXXX XXXX, XXXX TX XXXX.
It can be a good idea to check your credit reports to make sure the information is accurate and complete. You should review your credit reports regularly to watch for suspicious activity.
|
12/27/2018 |
Yes |
- Debt collection
- Mortgage debt
|
- Written notification about debt
- Didn't receive enough information to verify debt
|
|
Web |
|
This complaint is stating that your bank has deliberately cut off several years of payment history to re-age my account. Even though the account is missing several years of payment history, the timeline as to when the account should be deleted, under the current late payment history is close, within a few months. Accordingly, I request your bank to do a full review of my payment history, and not delete any late payment history in the process. If there were any additional late payments not posted, then I am within my rights to have the trade line deleted permanently. I understand that your bank must comply with the rules and guidelines of the Fair Credit Reporting Act and the Fair Debt Collection Practices Act. There is currently no collection enforcement that can be accomplished due to the rules within my state of residence. If my husband is the responsible party on the account, and I was just an authorizer user, then I respectfully request the deletion of the trade line. There should be a definitive deletion date within the 7-year rule to this account. However, I believe that since your bank has cut off several years of payment history, there is a high level of probability that the account should have been deleted years ago. Please comply within the rules as well as your banks subscriber agreement with all three pertinent credit reporting agencies. PLEASE DELETE THIS ACCOUNT PERMANENTLY!!!
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05/30/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
In XX/XX/XXXX we had an appraisal done to remove PMI. The mortgage payment was {$3600.00}, I received a escrow analysis notice stating escrow shortage of {$850.00} in XXXX, I paid that in full the end of XXXX by the due date. The PMI removal was approved XX/XX/XXXX but the account was also transferred to XXXX during the appraisal review. XX/XX/XXXX another escrow analysis was performed and showed a shortage. I disputed this second analysis and was advised another would be performed in XXXX. I dont understand why XXXX escrow analysis are being scheduled. I have only been in the house since XX/XX/XXXX.
Real problem, the pmi was removed, the second analysis was removed but my payment amount is incorrect. Customer service says they never sent me a letter saying my payment was {$3500.00}, but I printed it and it is no longer in my online portal. I am turning off my autopay scheduled for XX/XX/XXXX {$3600.00} because that amount is incorrect. If I dont need an analysis to reflect any changes, then based off the XXXX analysis, shortage being paid and pmi removed, my payment should be roughly {$3500.00} or {$3600.00} if we add the shortage for the change in HOI premium ( {$1600.00} increased to {$1800.00} ). I made this argument/complaint around XX/XX/XXXX and was told an request was submitted. But the request only removed the analysis ran XX/XX/XXXX but the " system '' hasnt updated my payment.
|
10/27/2022 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
Servicemember |
Company is now requesting an explanation for an XXXX XXXX monthly expense that I indicated on my loan modification worksheet.
When I completed the loan modification worksheet, I contacted my loan servicer, Mr. XXXX XXXX, to ask him for guidance. He instructed me to fill in this worksheet with the amount that I expect to pay for my monthly mortgage payment ( on the mortgage currently owned by Mr Cooper ). Before this process began, I was paying {$840.00} per month on this mortgage, so I indicated that I expect to continue to pay {$840.00} on this mortgage.
To re-iterate : This property only has one mortgage listed on it. This mortgage was previously held by XXXX, and they sold it to Mr Cooper, who instructed me to list my expected monthly payment on the loan modification worksheet.
Now, Mr Cooper seems to have forgotten their own instructions, because they believe that my XXXX XXXX monthly expenses are for an additional mortgage, or for a separate property. I have told them numerous times that my only expense is for the mortgage that they currently hold, but they seem unable to grasp this simple detail and continue to ask for information to reinforce their mistaken assumptions.
Mr Cooper needs to validate and complete my loan modification request ASAP, without further delays, excuses, or needless requests for documentation. They have been provided everything they need, multiple times.
|
05/05/2022 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
I applied for forbearance in XX/XX/2020 because I lost my employment. Two weeks later I found another job and called my loan company requesting to cancel my forbearance request. I was informed that I needed to wait for someone to get back to me. I waited and in XX/XX/2020, I called again and was told that " we can't just cancel. You will need to wait three months before the company -Mr. Cooper XXXX could close the request to have payments resumed ''. It has been a struggle ever since. I was only able/allowed to make three online payments and was never allowed to make payments again. In the meantime. I am owing more and more on my house.
The company continues to ask me to fillout the forbearance form again and again and provided paystubs to their site as well as tax returns... This became that vicious cycle of " we did not get it... we've never received it. '' In the end, I took the forms and documents to the post office - sent certified mail. They requested more documents to be submitted via email - all to reject the application again and again. I recently re-submitted documents for last time online, using their site- Now, I receive phone calls almost daily about needing more paystubs - to which I referred them to the site for uploaded documents. Now it's the apology game and no results. In the meantime, I am afraid that all this will leave me owing more on the house and possible lose it!
|
06/29/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account information incorrect
|
|
Web |
Servicemember |
This account is in a Chapter XXXX Bankruptcy executed by XXXX and XXXX XXXX XXXX XXXX I have paid all post petition payments up to date.
Mr. Cooper continues to report this account 180-150 days late.
XXXX XXXX XXXX Nationstar XXXX Mr. Cooper, all attorneys were provided this information on numerous occasions.
XXXX XXXX XXXX Nationstar XXXX Mr. Cooper, continues to report incorrect information, continues to pursue aggressive foreclosure procedures ; continues to hold {$2900.00} of Borrowers funds in a Bankruptcy Que Suspense account without interest.
They have refused to provide the purpose of the account and why the funds re not applied to post petition payments.
They have also refused to provide an accurate accounting of payments with pre and post petition charges.
Please assist.
The details and comments of your account **** XXXX is with NATIONSTAR XXXX MR COOPER . changed. This Conventional Real Estate Mortgage comments changed on XX/XX/2020 : Comment 1 : Real estate mortgage Comment 2 : Conventional mortgage Comment 3 : 150 days past due Important Notes : If you believe the details or comments are incomplete or inaccurate, contact NATIONSTAR XXXX MR COOPER., XXXX XXXX XXXX, XXXX TX XXXX.
It can be a good idea to check your credit reports to make sure the information is accurate and complete. You should review your credit reports regularly to watch for suspicious activity.
|
12/08/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
On XX/XX/2019 I received my XXXX XXXX County, Kentucky property tax notice for my home. The gross amount of my taxes was {$2000.00}, but I called Mr. Cooper ( my mortgage company ) to see if they would pay it early so I could get a small discount and pay only {$1900.00}. The person who helped me on the phone said that she would make a note for early payment.
On XX/XX/2019 I received a notice from Mr. Cooper stating that my taxes were paid. However, the information in the notice did not match my property. The notice said that taxes were paid for the wrong property ID in the amount of {$2600.00}. Once I noticed that the property ID number did not match my own, I contacted Mr. Cooper and let them know. When I looked up the property ID, I found that it was the property of my neighbor who is in a homeowner 's association with me. Meanwhile, my escrow funds had been used to pay my neighbor 's property taxes, leaving my escrow account with a negative balance.
On XX/XX/XXXX I contacted Mr. Cooper and let them know about the error and requested that I speak to a manager. I was told that the issue would be researched and taken care of, but it still has not been resolved. My taxes still have not been paid, while my neighbor 's taxes have been paid twice.
This is issue also occurred last year, and I ended up having to use my savings to pay my property taxes to avoid having a lien put on my home.
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04/26/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Incorrect information on your report
- Account information incorrect
|
|
Web |
|
I know that this company has had trouble with being compliant when t comes to reporting accounts to the credit reporting agencies per the several complaints and lawsuits I read in this CFPB portal. Well this company continues to violate my right to privacy under FCRA by reporting of this accounts Violates 15 US Code 6802.This was not sent in error, not a material misrepresentation, and If you feel you have not violated my rights please have a senior executive from your company certify under the penalty of perjury.
The Privacy Rule protects a consumer 's " nonpublic personal information '' ( NPI ). NPI is any " personally identifiable financial information '' that a financial institution collects about an individual in connection with providing a financial product or service unless that information is otherwise " publicly available. A financial institution may not, directly or through any affiliate, disclose to a nonaffiliated third party any nonpublic personal information, unless such financial institution provides or has provided to the consumer a notice that complies with section 6803 of this title which I was not given any notice nor was I provided any disclosure under 15 Us code 6802 ( b ) the right to opt out. The credit reporting agency last I checked is a nonaffiliate 3rd party company I do not consent to my information to be shared with anyone as this is an invasion of my privacy
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03/20/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
|
I was approved from California Mortgage releif program on XX/XX/2022 and its been 17 days since then, no appraiser has come to the house to appraise the property value as my property value has increased and PMI needs to be removed from my monthly Mortgage payment. Secondly since I served the case till now I was told several times by XXXX XXXX ( attorney of Mr. Cooper ) that she is trying to bring some resolution to the case and will present me a modification, 5 months have passed and no modification has been provided to me.
Thirdly, XXXX XXXX now wants me to communicate her with postal mails only which is going to waste a lot of time, money, paper envelopes, paper and stamps, I don't have money to sent fed ex or overnight express mails, and why should I waste money on paper envelopes, paper and stamps when I already pay for the internet, additionally it is time wastage, because first class mail takes three days to be delivered and then XXXX XXXX will take additional time to respond. So a thing which can be resolved on email within 5 minutes, will take 5-10 business days, doesn't make any sense. Rather than solving the matter she is further making it more complicated.
I further need clarification on when to make Mortgage payment, how much is my payment? and when Mr. Cooper will send an appraiser to appraise the property? and when will I get the modification done on my Mortgage payment?
|
10/17/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
Nationstar Mortgage Holdings, Inc ( dba Mr Cooper ) purchased my Mortgage from XXXX XXXX XXXX.
During the pandemic, I took the option of a loan forbearance offered by 'Mr Cooper '.
9 days prior to the end of the Forbearance period, they instructed another company - 'XXXX XXXX XXXX XXXX XXXX - to enter on to my property, drill holes into my house and attached a lock box to prevent my access.
I instructed Mr Cooper for my payments to resume on completion of the forbearance period, but they have ignored those repeated instructions.
I have been in constant contact through their XXXX XXXX XXXX ( @ XXXX ) requesting to resume payment following the Forbearance. They stopped responding some time back.
I've also tried through the secure massage system on the website, and also to each of XXXX, XXXX, and XXXX via emails to confirm the resumption of my monthly payments.
I have also repeatedly requested Mr Cooper and XXXX XXXX XXXX to to remove the lockbox and repair the damage from the drilling. Mr Cooper says that's the responsibility of XXXX XXXX XXXX, and XXXX XXXX XXXX are saying they're just doing as ordered by Mr Cooper.
I have the dated letters from XXXX XXXX XXXX and screenshots from the Mr Cooper portal for the Forbearance periods where they send people to lock up my house during that agreed period.
I'm still waiting to resume my repayments as Mr Cooper won't respond to me.
|
12/11/2018 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
In response to a complaint I filed on XX/XX/2018 regarding their loan modification processes and timelines, Mr. Cooper my mortgage servicer is harassing and punishing me for filing the complaint. Mr. Cooper is citing I have legal representation and can only respond to my attorney regarding any issues with my mortgage. On XX/XX/2018, Mr. Cooper solicited me and the attorney representing me in my bankruptcy for the right to speak and negotiate with me directly and not through my attorney. This document was signed in agreement and returned back to them. They have it on file, but are choosing to ignore the document.
By deliberately ignoring the release they requested and stating they will only respond to my bankruptcy attorney, Mr. Cooper is harassing and punishing me for filing a complaint by forcing me to incur unnecessary legal fees. My attorney will charge me to receive and review these documents. Documents covering issues that actually occurred prior to my bankruptcy.
I view this as a deliberate act on their part to harass and punish me for complaining and questioning some of their business practices. They are legally bound through their contract with Fannie Mae to keep and maintain all records regarding my account. They have the documented release that allows them to deal with me direct and are choosing to ignore it.
I am uploading a copy of the signed release with this complaint.
|
11/04/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
The problem is : the Mortgage Company Mr .Cooper and now it they division : Right Path Servises not providing required Statements : Current Mortgage Statement, My Forbearance balance and total I owe with an interest rate in written documents I have to have to Reinstate the Loan and get out of Forbearance. I been trying to get it since XX/XX/XXXX, send them about 5 letters asking remove cease and desist and send me written statement, requested by Housing Counsellor, that they have to have to help me apply for the Grant, to Reinstate the Loan. I file 5 complaint on my account with my mortgage servicer. I have the record of that and number of complaint. They told me those documents does not exist because my Bankruptcy in XXXX. But use to get monthly statements before : like I got on on XX/XX/XXXX, I been calling many times, asked to talk to manager and they always tell me they cant transfer me to manager and they cant do anything. They proposed New Loan Modification that financially way worst then my existing, it same as buying brand new car for bank every 5 years, that for single mother a lot. I want to Reinstate the old loan, pay the Forbearance balance, and they preventing me from doing that, I cant apply for government grant that available to homeowners because I cant get a Mortgage ( Information ) statement from them. I dont know that to do. I need it ASAP!!! Thank You for your help!!!
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09/05/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Older American, Servicemember |
The original mortgage was with Bank of America. The mortgage was sold to a XXXX XXXX XXXX XXXX. In XXXX I had a XXXX XXXX bankruptcy and had several incidents with this mortgage company. The bankruptcy was completed and discharged in XXXX. After discharge and in XXXX, XXXX XXXX increased my mortgage payments and when I inquired as to why, I was given an answer that the monies was for a motion that was filed by an attorney during bankruptcy and other fees. I told them they could not charge for items that were taken care of in bankruptcy after a discharge ; however, they refused to rectify the problem.
I have requested each and every month that the company send me a monthly statement of which they have not done. Each month, I create my own mortgage statement with a copy of the check attached. Each year they state that my escrow is short monies and I have paid each shortgage in one lump sum. This year my home owners insurance decreased ; however, they maintain that the payment does not change. I do not receive any correspondences from them with regard to any payments or deficiences with the exception of the end of the year statement.
These people have their own method of calculation of payments which are grossly incorrect and result in thousands of dollars being added to a mortgage that should not be charged.
This company has been sued in the State of New York for deceptive practices.
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02/02/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
I have previously filed a complaint no. XXXXMr Cooper responded to us via us mail.But again their explanation was full of inaccuracies and false information.They haven't updated their system with any current information and instead are using information provided by them by the previous lender.
The person in charge of the escrow review is not responding to voice mails.Her name is XXXX XXXX XXXXShe 's the one that responded to the complaint using fraudulent numbers from previous lender.
My husband and I spoke to an escrow supervisor on XX/XX/19 and we asked him to escalated our issues to upper management.We haven't heard from anyone.
I feel that MR. cooper is committing mortgage fraud and are using misleading information to collect additional escrow without gathering the precise numbers.They are using insurance and taxes amount due for my property that aren't right.Furthermore they are lying to me as well regarding where they are getting these numbers.
Perhaps they do not understand that mortgage fraud is a crime.
I can not understand why the CFPB allows these companies to commit fraud and get away with it. Ii advice them that either resolve this matter correctly or I will contact my local FBI office and escalate the issue.After all mortgage fraud is a federal crime.Maybe your office can escalate this matter to them as well since Mr.Cooper is not been straightforward with my problem.
|
10/04/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
|
|
Web |
|
I called Mr. Cooper directly on XX/XX/XXXX & XXXX, XXXX for the new payoff letter. On XX/XX/XXXX, I called from my bank to inform the customer service representative of the domestic wire transfer request for {$1600.00} being sent to payoff my mortgage account. ( see attached bank wire transfer with the date shown XX/XX/XXXX ). Upon several phone calls and online bank messages ( dating from XX/XX/XXXX through XX/XX/XXXX ) and the evidence from the domestic wire transfer request to Mr. Cooper, indicating that I made the payoff before 30 days past due, my three credit reports ( XXXX XXXX ; XXXX ; XXXX ) reflects XX/XX/XXXX day past due on my Mr. Cooper account. I have disputed this with the three credit reporting agencies on numerous occasions. I have not made any 30 day past due payments with Mr. Cooper and have had my account in good standings. The payoff was also made on XX/XX/XXXX and not 30 days past due. I have requested this credit reporting error be corrected, however ; I receive the same generic letter from Mr. Cooper that the payoff was received on XX/XX/XXXX. My evidence and date shown on the domestic wire transfer is proof of the XX/XX/XXXX date and a comment on the domestic wire transfer to Mr. Cooper & XXXX XXXX XXXXXXXX XXXX XXXX
Please follow up with a manager from Mr. Cooper/XXXX XXXX XXXX XXXX to correct my credit reporting bureaus with no 30 day past due.
Thank you.
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03/10/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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On XX/XX/XXXX I received a Notice of Transfer of my Mortgage Loan on XX/XX/XXXX to Mr. Cooper ( formerly Nationstar ). I did not receive a Notice from Mr. Cooper as they did not have my correct apartment number. I called the number on the transfer letter and set up my account and corrected the address. I have since received a delinquent tax notice from the XXXX XXXX XXXX XXXX XXXX the taxes are past due as of XX/XX/XXXX and to submit by XX/XX/XXXX {$2200.00} including interest of XXXX.
I have messaged them 4 times prior to XX/XX/XXXX and asked for confirmation. I emailed a copy of the tax bill to two different email addresses. The online site has one email address and the telephone message has another email address. I have attempted to call this evening XX/XX/XXXX and have been on hold for 1 hour before giving up.
I spoke briefly to a XXXX at customer service ( 30 seconds ) and told him I was calling about my taxes not being paid - he then responded " you are calling about your insurance '' and I said NO, my taxes. He then put me on hold and then disconnected me.
The phone keeps repeating thank you for your patience. The Mr Cooper site states " rest assured your taxes will be paid on time ''.
This company should be fined for their practices. My escrow is sufficient to pay the taxes and they have failed to pay them on time - even with all my followup.
Please can you help me?
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10/22/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
|
We were behind on our mortgage and sent in 2 checks to Mr. Cooper our " loan specialist '' XXXX XXXX stated they did not receive the payments in XXXX. In XXXX they stated we had to pay {$5600.00} in order to not be foreclosed on. We wired this in, when we did they still stated they did not have these 2 checks. They told me to issue stop payments on them. We did that then all of a sudden after the wire payment the 2 checks appeared both were already stopped payments.
We were told by Ms. XXXX if we cured the default she would wave about {$900.00} in fees and we would be responsible for a couple of hundred remaining. When I asked about this she stated it was just a thought she had but she can't even though it was clearly stated in 2 separate phone calls in the beginning of XXXX.
I was told by XXXX XXXX a supervisor as well as another supervisor XXXX that they would reimburse the stop payment fees seeing as they had them the whole time. I sent proof and they are still not reversing them and we are being hit with returned check fees.
The {$5600.00} that was paid was including the month of XXXX as the account had to be made current. We mailed out the {$1200.00} check to cover XXXX 's payment. they received it on XX/XX/19 and it shows cashed but they did not apply it to our account. When I call they just pass the blame on to me to find the cashed check where they miss applied the funds.
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08/13/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
|
Wednesday, XX/XX/2019 MR. COOPER Consumer Financial Protection Bureau Attn : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, IA XXXX XXXX, TX XXXX Reference : Account # XXXX ( hereinafter the subject loan and is the reference for all questions and requests described below ).
Follow-Up on : QUALIFIED WRITTEN REQUEST, COMPLAINT, DISPUTE OF DEBT AND VALIDATION OF DEBT LETTER, TILA REQUEST of XX/XX/2019.
Dear Sir or Madam : Regarding the letter I sent you dated XX/XX/2019, via Certified U.S. Mail # XXXX, the letter titled QUALIFIED WRITTEN REQUEST, COMPLAINT, DISPUTE OF DEBT AND VALIDATION OF DEBT LETTER, TILA REQUEST. The letter was received and signed for by your representative on XX/XX/2019. ( See U.S. Postal Receipt below ) On XXXX XXXX, 2019 your company received a 14-page Official letter from Property Owner XXXX XXXX XXXX. In part that letter read, I hereby demand absolute 1st hand evidence from you of the original uncertificated or certificated security regarding account # XXXX.
Do you claim that your company ( doing business as Mr. Cooper ) has answered all the requested enumerated documents demanded in the letter that you acknowledge receiving on XX/XX/2019, and that you completely and honestly responded in full, and you declare under penalty of perjury that you answers all my questions truthfully and you have supporting documentation for your claims?
Sincerely, XXXX XXXX XXXX
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07/05/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Older American |
I am opening a 2nd case as the first case opened with CFPB ( XXXX ) which was closed and 1 ) My mortgage company ( Mr. Cooper ) did nothing except to send the exact same data from their initial letter they had sent to me initially notifying me of the increase ; and 2 ) The contact XXXX XXXXXXXX ( the contact from the response from Mr. Cooper Mortgage ) Company did not respond to numerous email and phone messages ( on XX/XX/XXXX, XX/XX/XXXX ( twice ), XX/XX/XXXX and XX/XX/XXXX and emails ( XX/XX/XXXX and XX/XX/XXXX ) ; and 3 ) Did not provide an thorough review to justify the increased monthly payment. My Home owners insurance went up with the last company and I received a decreased monthly payment as well as a refund from the previous year.
Mr. Cooper Mortgage Company needs to provide a thorough and complete detailed escrow analysis ( Re-evaluation ) justifying this excessive escrow and hence increased mortgage payment. I had also asked repeatedly in my final message to tell me how to remove the escrow account so I could pay the insurance and taxes myself and the point of contact given does not respond to emails or phone calls! I twice told him I would be opening up a new case if no response was received.
My taxes did not increase enough to justify this increase and the insurance is the same as it has been for going on XXXX years. See attached previous XXXX XXXX escrow analysis.
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05/03/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Servicemember |
I applied for the homeowner assistance fund and was awarded a XXXX XXXX to assist me with my mortgage with Mr. Cooper. ( see attachment ). I have been trying to get Mr. Cooper to facilitate the reinstatement of my mortgage and bring me current and despite everything I have done to comply with there request of me, I now believe that are they are being unfair and deceptive in my need at the moment and are causing me and my family unwarranted and undue stress.
I have been told by XXXX XXXX with the State of Tennessee that the first disbursement that went out to Mr. Cooper was rejected and sent back despite of them being a participant in the HAF program. I have also been told by their customer service and collection department that they deny all knowledge of my grant. ( see attachment ) I was told again today XX/XX/2022 that the State of Tennessee reached out to their ( Mr. Cooper ) team a couple weeks ago and requested documents again as to arrearage because they rejected the initial funding for my account and they still have not responded. ( see attachment ) I am extremely concerned now due to the unfair and deceptive ways of Nationstar which has now been branded under the Mr. Cooper name and I am worried that Dejavu may be occurring again as to unfair and deceptive acts. Please investigate this matter and see if there are patterns that will suggest what I am complaining about today.
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06/23/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
|
My mortgage was serviced by Seterus Inc until XX/XX/2019 and then it was transferred to a company called Mr. Cooper. I have been receiving mortgage statements from Mr. Cooper about my payments, which are on time and as of XX/XX/2019, the statement I received stated that my mortgage would not receive a late payment if payment was received after XX/XX/19. Under the agreement for mortgage transfer from Seterus to Mr. Cooper, there was to be a 60 day grace period to not charge late payment fees on mortgage payments in the event they would be late, due to the transfer. I paid my mortgages and was not 30 days late. However, I recently received a notice from XXXX regarding a drop in my FICO score due to a late mortgage payment to Mr. Cooper for mortgage XXXX in XX/XX/2019, which was NOT late, nor 30 days delinquent. I checked the statement online for this mortgage and do not see that Mr. Cooper received a payment from me 30 days delinquent in XX/XX/2019. I have 3 mortgages that were transferred to Mr. Cooper and all were paid on the same day and are not 30 days late nor were they paid late to deserve a late fee. My mortgages were paid on time. Yet, Mr. Cooper has put a delinquent note on my credit report, that has adversely affected me and my FICO score.
I want the delinquent note removed ASAP from my credit report. My mortgage was not 30 days late in the month of XX/XX/2019. Thank you.
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08/08/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
|
|
Web |
|
I am forwarding the previous email for this matter. This has to be corrected for all 4 credit bureaus once completed correctly. This chaos started as a result of a simple error in XX/XX/2021. Although XXXX payment was received 3 days past my due date of the XXXX and was received XX/XX/XXXX. XXXX payment was reported late and I asked for it to be reviewed as I have 28 days grace period. Lastly, years of payment history of prior mortgage holder late fees are all transferred to my credit file when I assumed the loan. I assumed the loan not anyone else 's negative credit.
If this matter persist and continue past the dispute deadline date.
I informed the Nationstar that I will discuss the details pertaining to the unfair mortgage practices. Nationstar has included blatant, useless, derogatory credit information on my file. I asked for the information to remove the unnecessary late fee amount that has accrued though outage life of the loan. These unfair handling of credit reporting or lack there of responding to dispute are hindering my credit worthiness. This halted my life for one year where I could refinance, obtain a HELOC loan, or make improvements using equity where necessary. My credit score has plummeted from a XXXX to mid XXXX 's as a result of this error as it was referred to. Documenting me as paying 10 payments or 20 late payments puts me in a very high credit risk category.
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07/29/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
I requested a pay off quote on XX/XX/20. They told me that I had until XX/XX/20 for {$3900.00}. On XX/XX/20 I completed a online payment of {$2700.00} and sent {$1200.00} in a cashier check. I paid the {$2700.00} online because I knew the cashier check wouldn't get there by XX/XX/20. I thought by paying the {$2700.00} first I can keep the payoff amount as quoted ( the interest would not accrued. ) I called customer service to ask if this would be an acceptable method ; he confirmed that it would be fine.
They cashed the check XX/XX/20. These payments were not applied to the payoff amount ; the account is still showing unpaid principle amount of {$850.00}. I have been trying to resolve this issue since XXXX. XXXX XXXX, they told me that they can not honor the online payment as a payoff amount to the principal because it was not in the cashier check form.
For the past 7 months, I have been the only one reaching out to them. I had explained to 10-15 customer service about my issue ; every single time, each one of them said that they would call me back, but none did. I feel that I had paid for amount and even proactively to sent the payment earlier so they could the money earlier. Due to technicality how the payoff payment was made, they lengthening the time of this issue to be resolve to accumulate the interest.
I would appreciate any advise on how to pursue to resolve this issue.
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04/28/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
This is a complaint in regards to my escrow account for my mortgage serviced by Mr. Cooper D/B/A Nationstar Mortgage. Mr. Cooper did not pay my taxes correctly in XXXX of XXXX. I faxed them the bill when I received it and they paid the wrong amount ( XXXX ) to the wrong taxing authority causing my taxes to become delinquent! The correct amount that should have been paid was {$2100.00} to an entirely different tax collector! I did not know they did this until I received a notice from my County in XXXX of XXXX. I talked to Mr. Cooper on XX/XX/XXXX and also faxed them all the corresponding proof of what happened. I was promised everything would be taken care of and all delinquent fees would be returned to my escrow by Mr. Cooper.
After lots of phone calls and getting the runaround and nothing being paid or taken care of, I had to pay my delinquent taxes myself with a credit card on XX/XX/XXXX so that I would stop incurring fees and not have my property go up for tax sale!
Mr. Cooper has been an absolute joke. I've been communicating with my local tax authority trying to get Mr. Coopers incorrect distribution returned to me because they have done nothing other than blame other departments at Mr Cooper for the mistakes. I incurred delinquent fees and penalties of {$400.00} that need to be returned to my escrow account by Mr. Cooper immediately! I'm sick of their excuses and runaround.
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03/19/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
On XX/XX/2022, I made a regular monthly payment to Mr. Cooper ( mortgage company ) in the amount of {$XXXX} which was applied correctly across the categories of Principal, Interest, and Escrow.
Additionally, I sent a check for {$10000.00} with a payment coupon which was marked ADDITIONAL PRINCIPAL ONLY. This payment was received and posted to my account today, XX/XX/2022. But it was treated improperly and posted to next months XX/XX/2022 billing and applied to interest and escrow instead of all of it going to principal which was clearly requested. Total payments sent this month are {$XXXX} but the balance of my account was only reduced by approx {$9000.00} as a result of this error ( beginning balance {$XXXX}, ending balance {$XXXX} despite a $ XXXX principal payment plus a regular payment ).
I contacted Mr. Cooper by phone and spoke to a representative who seemed totally confused by my question. She said she made a " correction '' but that it would take several days to take effect. I asked for my new remaining balance to verify the correction and she said she was unable to calculate it. I have checked my online account and no changes have been made. I have no confidence the change will be made and after researching this topic online, have learned this is a common mortgage company practice which is basically theft from the customer. Please help me get this corrected. Thank you!
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03/23/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
Mr. Cooper bought my XXXX XXXX loan about 6 months ago.
1. They require i request Auto Pay via their App!
Despite 10 tries and multiple calls, App does not work 2. I sent checks. Never ever had to mail checks to mortgage company. Auto pay is standard 3. They still charged a late fee for an auto pay their representative set up via phone 4. They don't have proper customer support for XXXX XXXX customers So App doesn't work. I don't have time to call them during my working hours.
Their policies are a conspiracy to charge late fees! No working App, no customer support, chat is NOT a sufficient resource!
Thus is : Breach of Fiduciary Responsibility by Mr. Cooper Fraud by charging me late fees caused by their lack of necessary customer support.
Conspiracy as their policies and lack of support result in late fees. That is their goal I've paid mortgages since 1989! No bank has ever withheld support regarding payments. No bank forced customers to go to App No bank support unavailable in my XXXX XXXX evenings No bank pushes automation ans Chat as a substitute for real needed support They just hung up from my 11th call!
Stating late fees are part of the contract There would be no late fees if they lived up to their legsl obligations Breach of Fiduciary Responsibility, Conspiracy, Fraud and unavailable support are all justified LEGAL complaints against this horrible Mortgage Lender
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12/16/2020 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
I already have a complaint in about this company, and I thought it was resolved. After I submitted the CFPB complaint, Mr. Cooper sent me a Complaint Resolution Letter, stating " There is an outstanding balance of escrow advances in the amount of {$10000.00}. Once all of these criteria are met, we will be able to submit a formal review to remove the taxes from escrow ''. A check was sent to Mr. Cooper in the amount of {$10000.00} for the outstanding escrow balance that was due to them, which they have received. I was just sent a letter from Mr. Cooper dated XX/XX/2020, stating my mortgage payment is currently past due for XX/XX/2020 and is due for all payments from and including that date. As of XX/XX/2020, this letter states I owe {$8400.00} to cure the default. This is absolutely incorrect. I have made the same mortgage payment of {$2000.00} every month since I owned the home. Effective XX/XX/2020, my mortgage payment is {$2000.00}, which is what was paid. This company has been paid back the past due escrow that was paid out on my behalf and I was making my monthly mortgage payments ( minus escrow ) the entire time I've been here. There is no way I owe this money as I was not even responsible for property taxes in XXXX - XX/XX/2020. I am a XXXX XXXX service connected veteran and this is taking a huge toll on my mental health and something needs to be done to correct this issue
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02/14/2019 |
Yes |
|
- Trouble during payment process
|
|
Web |
|
We are a title company paying off Mr. Cooper. We received the payoff letter prior to close stating a good thru date of XX/XX/XXXX for {$76000.00} with a per diem rate of {$12.00}. The loan closed on XX/XX/XXXX with a wire {$76000.00}. Wire was sent on XX/XX/XXXX. On XX/XX/XXXX, Mr. Copper returned wire stating there was a shortage of {$290.00}. In the interim between the XX/XX/XXXX and XX/XX/XXXX we noticed prior to recording our deeds on XX/XX/XXXX that Mr. Cooper on XX/XX/XXXX had assigned the Deed of Trust to XXXX XXXX. We called Mr. Cooper to get to the bottom of what was going on. We spoke with XXXX and she said Mr. Cooper still retains the Note and Deed of Trust and has no idea about the Assignment. XXXX Online also was showing that XXXX XXXX is now the current note holder as well. After numerous back and forth with XXXX at Mr. Cooper and requesting numerous times to speak with a manager, a manager finally called me on XX/XX/XXXX stating the shortage was due to a foreclosure inspection report not listed on the payoff. A few things in that regard : 1 ) Mr. Cooper knew that this closing was taking place as the seller had to send them a contract with a closing date. Foreclosure proceedings were to take place in or around XX/XX/XXXX. 2 ) Mr. Cooper has not been timely with communication with the title company nor provided clarity with regards to the Assignment to XXXX XXXX.
|
01/12/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
|
|
Web |
|
My mortgage was purchased by Mr. Cooper ( XXXX XXXX XXXX XXXX XXXX ) and they notified the credit reporting agencies that I was 30 days late on a payment. My XXXX account is set to automatically make the payment on the 1st of the month and processed normally. My payment amount increased, and I was not notified so rather than processing the partial payment they held it. When my next payment arrived 29 days later, they applied it to the principal but kept holding the monthly payment and reported it as 30 days past due. They finally contacted me, and I made the payment and adjusted my autopay. Mr. Cooper ( Company ) indicated that they applied the second payment to the principal because it was in the same month. My payment history clearly shows this is not their standard procedure because if the 1st falls on a weekend or holiday the payment is processed the day before and this happens frequently. I believe they should have released the payment being held ( without notification ) and I would not have been 30 days late. When I contacted them, they reversed the incorrectly applied principal payment and the one being held after I made the additional payment to cover the difference in the new amount. I contested the negative entry as my credit score dropped over 100 points. I reviewed the comments on Mr. Cooper 's XXXX page, and they appear to consistently have poor business practices.
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11/04/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
I have a problem with my mortgage servicer, Mr. Cooper Mortgage ( formerly known as Nationstar Mortgage Holdings Inc. ) regarding removing the PMI payment. I have paid off enough of my mortgage and own enough equity in my home to have the PMI removed. I have contacted them on the phone and spoken with a representative but my specific issues have not been resolved. Mr. Cooper refuses to remove my PMI even though I own more than 20 % of my home and refuses to accept the following documentation showing this : - An appraisal I pay for - Invoices showing the XXXXmprovements I've made ( Such as installing a $ XXXX solar roof system ). Why can't they accept a new appraisal I make or my documentation showing the new home value? Mr. Cooper is forcing me to pay more than {$300.00} for their own appraisal which they still have not scheduled yet a month after I contacted them. Why can't they respond and explain when the new appraisal is scheduled and why they won't accept an independent appraisal that I pay for? Assuming the issue is settled by the CFPB that I do in fact own over 20 % of my home and did not have to pay PMI, I would like the last few PMI payments refunded. Can the CFPB get Mr. Cooper Mortgage to respond about these 3 specific issues and have my PMI removed? Also, I've attached the most recent letter from them that refuses to give a reason for denying my PMI removal request.
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07/28/2019 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
|
I was unemployed since XX/XX/XXXX but was able to maintain payments until XX/XX/XXXX. I called them once or twice a month as a sign of good faith. I spoke with one representative early on and was told that by law I have at least 120 days before my loan goes into foreclosure. I continued to make calls letting them know that I was diligently searching for a job, but I was also told that I could not apply for a loan modification until I had proof of income. By the beginning of XX/XX/XXXX I called because I wanted to make at least one payment as I had borrowed from family to get that. The rep would not accept it and said they would only accept two payments, and that I should call back when I have two payments. I got a job by the end of XXXX and called them on XX/XX/XXXX to tell them that I had a job and would call in for the two payments with my first check. On XX/XX/XXXX, as soon as funds for my first paycheck was deposited I called Mr. Cooper to make the two payments. As of XX/XX/XXXX I had not reached 120 days delinquency but they refused to accept my payment and told me my loan had gone into foreclosure. It seemed as though their only concern was making sure they got to foreclose on my home. What type of collection company refuses to take payments? I was been grossly misguided about my options and this is a serious and tragic event. They don't really care about their customers.
|
07/20/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
|
This is my third complaint about this mortgage company. Why is my monthly statement showing that I owe {$1000.00} And why is it showing an overdue payment of {$590.00} and what is a partial payment unapplied mean? Why is my statement showing all this when I was approved for a load modification. Please first answer the meaning of partial payment unapplied. Where did that {$140.00} go if it's a partial payment unapplied? Every time my online account showed a payment due, I paid it. So how can there be an overdue payment. My monthly payment is supposed to be {$500.00}. not {$1000.00}. I'm supposed to have a loan modification because I have stage XXXX XXXX and can not work at this time but instead you're making it worse by saying I owe {$1000.00} and saying there is a overdue payment and what does {$140.00} in partial payment unapplied mean? Where did that money go? Are you keeping it for yourself? What does partial payment unapplied mean??? This is the worst mortgage company! They just want to hurt people. I keep calling and leaving messages for the XXXX XXXX XXXX XXXX and he never returns my calls. And then when I tried to do a live chat with XXXX on XX/XX/XXXX, after a half hour I gave up because she never came back. The last thing she said was " Thank you for your patience, please allow me a few more minutes, I am still reviewing your account. '' And then a manager stepped in.
|
02/18/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
My loan company is Mr. Cooper.
Since last XXXX ( XX/XX/22 ), I've had nonstop mortgage payment reversals despite having a properly connected bank account with more than enough funds to cover my monthly mortgage. My monthly payment is {$2600.00}, plus {$500.00} applied towards my principle.
Oftentimes, I'm not notified about these reversals until past my mortgage payment deadline. This has resulted in late fees ( {$93.00} ), as well as a lowered credit score. My credit score was close to 800, now it's at XXXX. With no solution on the horizon, I fear that my credit score will continue to drop and begin affecting my financial future.
I've called a Mr. Cooper representative every single time a reversal has happened ( sometimes multiple times in a single month ), and they've all assured me that it's simply an internal, company-wide error that would be sorted out as soon as possible. I've also been assured that Mr. Cooper would open a case with all the major credit bureaus to erase the credit penalties I've incurred because of this issue. I've received no followup about this.
As a result, my credit score has dropped dozens of points since XXXX and the only loan I have is with Mr. Cooper.
It's unacceptable that I'm making my payments in full and on time, yet still getting penalized by Mr. Cooper.
This is, by far, the worst experience I've ever had with a mortgage company.
|
01/08/2023 |
Yes |
- Mortgage
- Other type of mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
Older American |
Nationstar Mortgage LLC, d/b/a Mr. Cooper, XXXX XXXX replied to a request for interest in the referenced property. Mr.Cooper replied " confirming and establishing the interest in and securing the above referenced account '', as the confirmed Successor In Interest. Documents were submitted with an affidavit of heirship and death certificates for the previous borrowers by the Confirmed Successor In Interest. ( 1. ) However, after reviewing the documents, later sent by Mr. Cooper, it showed that a 9.57 % yearly rate of interest was being charged since XX/XX/2006. The first request for an explanation for the abnormal interest rate was sent on XXXX notarized and ignored by Mr. Cooper. ( 2 ) again on XXXX referencing the high interest rate. No response by Mr. Cooper regarding the unusual interest charged. ( 3 ) Again on XXXX to lower the interest was not acknowledged or corrected or explained by Mr. Cooper. A letter was sent to Mr. Cooper as a complaint of discrimination regarding my age, the age of the previous borrowers, and race regarding the abnormal 9.57 % interest rate which started in 2006 and continues down to this day ( copy attached ). I requested information concerning the number of customers Mr.Cooper had serviced using this high % rate. The request did not involve any personal information only numbers and ages. Mr. Cooper replied that they would not submit that request.
|
03/13/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Servicemember |
XXXX XXXX, two years ago, caused 90 % damage to my home. My insurance company XXXX XXXX XXXX became insolvent. XXXX turned my case over to a new company XXXX XXXX. Also, they appointed an adjuster to estimate damages. After a year and a half ( in XXXX it will be two years ) XXXX started releasing funds to begin repairs. A check needed to be endorsed by my mortgage company, Mr.Cooper. They endorsed the check, and I began repairs. The funds were not sufficient to finish repairs, so a supplemental request was made and approved by XXXX and they sent the check and it needed to be endorsed by my mortgage company. They are holding and have been holding the check for since XXXX, we are in XXXX. Mr. Cooper said that they can not release the funds because they do not have the necessary documentation to do so. The adjuster for XXXX says that everything necessary for my mortgage company to release the funds is in the package that I sent to Mr. Cooper, my mortgage company. I have sent an overnight package, with a self-addressed envelope, receipts and fotos of completed repairs. They said it is not enough. I also, faxed the necessary documents by way of XXXX XXXX and still they will not release the check. Their website is not user friendly. I have asked them to please not require me to use their website because it is not user friendly. I have asked them to deal with me by mail and by fax.
|
10/20/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
- Fees charged
|
|
Web |
|
On XX/XX/2023, my home loan transferred from HomePoint Financial to Mr Cooper.
During the service transfer, there was an error in the payment data. An old and invalid payment method was set as the favorite/primary.
On XX/XX/2023 I attempted to make a payment using the online portal, the check was returned and a fee of {$20.00} was assessed due to " returned check ''. After further research within the portal and payment details, i discovered that the invalid payment method was set as the primary. This should not have happened since I have been making successful payments using the accurate details prior to the servicing transfer.
On XX/XX/2023, i called the customer service line to request the fee be waived. The associate advised that the fee can not be waived unless it is due to fraud or a fault of the servicer. I attempted to explain the situation with the servicing transfer and the incorrect payment details being applied as part of that transfer, however the associate continued to advise that the fee will not be waived as it is not their fault.
When asked to speak with a member of management, the associate advised there is no management available. I inquired as to if there was anyone else available to assist the individual with escalation, and the associate advised there is not, they work from home and can submit a request for management to call back within 24-48hr.
|
05/28/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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This complaint is about the closing process on my Mr. Cooper ( aka Nationstar ) mortgage. The application process was quite easy and went smoothly up until the days before closing. My 'specialist ' went on vacation and her boss took over. I was then asked for proof of payments that were made over 5 months before. I was able to provide the required documents but was curious as to why I wasn't asked for them earlier. I was told that there was a random audit on my account and that certain documents were needed. If documents were needed for an audit, why weren't proper procedures followed from the beginning? They asked for additional documentation up until XXXX the night before closing. My drive to the closing was 2 hours and upon arrival I was told the closing was cancelled due to the fact that Mr. Cooper was not ready. I called the next day, complained, and was given a {$500.00} credit. I was assured that my closing was set for the next day because the lender had all the necessary documents. This was not the case. The closing was held up an hour while Mr. Cooper continued to ask for documentation. Even the supervisor who had given me the credit said that he was sure everything was ready. I don't need to mention how stressful a closing is. Do NOT use Mr. Cooper! They claim to provide excellent customer service when in fact they only add stress to an already difficult process.
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08/25/2021 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
Allegedly Im assigned a person within this company to assist specifically for the possible prevention of foreclosure. The person has changed many times since my assignment with them as a consumer. Yet I get form letters telling me to contact them for additional assistance and they are NEVER available. I believe it was spoc something but Ive yet to have a conversation. I havent talked to anyone on the phone from this company since XX/XX/2020. On a couple documents a person who was removed was rubber stamped on a updated situation after they were reassigned by a new rep and I never had and conversation with them but they are included in dialogue like they preformed services on my behalf. Who are theses mystery people why are they so hard to get a hold of? Are there so many distressed account nobody can get to them IT cant be case load cause Im sure XXXX XXXX has the man power .. how can this component thats put in place to help never contact me and dont take calls sign off on situations they arent engaging from the standpoint of the consumers perspective? I only email the spoc person once and he replied and was reassigned then a new and a new and a new one etc and they co-sign like the are engaging me with out any interaction to actually see whats the issue causing foreclosure cause had they would have been proactively involved the communications wouldnt have been this bad
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02/26/2019 |
Yes |
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- Problem with a credit reporting company's investigation into an existing problem
- Difficulty submitting a dispute or getting information about a dispute over the phone
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Web |
Servicemember |
As a veteran, I feel XXXX XXXX XXXX is no help to us veterans on VA loans programs.
After a bad car accident and a huge stack of medical bills, we completed our application and was granted a VA Forbearance program. Under the program we were not suppose to be charged late fees, or any late payments reported to the credit bureau. We successfully completed the special VA Forbearance program only for XXXX XXXX XXXX to ruin our credit by reporting late payments to the credit bureau which was not part of the forbearance program.
We even offered to make partial payments during the special forbearance program and all were refused. We notified them many times that we were making arrangements to bring the loan current and they refused to waive their late payment charges and took rapid action to foreclose on our property.
They processed a rapid foreclosure even after notifying them that we would be bringing the loan current. They rushed into foreclosure without any discussion with us and the first time we knew about it was when the county notified us of the date.
We finally convinced them to take our payment to bring the loan current only for them to later sell our mortgage to XXXX XXXX XXXX dba Mr. Cooper probably to avoid the headaches and press about their underhanded process.
We sincerely hope that no one else is treated this way by XXXX XXXX XXXX or any other lender.
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10/24/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Our mortgage had been with XXXX XXXX for years. Then our loan was sol to Mr. Cooper Mortgage in early XXXX. Our first payment to Mr. Cooper was XX/XX/2022. On XX/XX/2022 we received a reinstatement letter for our home owners insurance, saying that it was cancelled on XX/XX/XXXX due to non payment. I contacted Mr. Cooper immediately and they said the check for our insurance had been mailed and everything was fine and our house was insured. on XX/XX/2022 we received a refund from home owners policy saying it was due to cancellation from non payment. We called XXXX insurance immediately and told that our {$500000.00} hone had not been insured for the past 3 weeks. They did allow us to reinstate and make the premium on line that day, so we are now covered again. Bottom line, Mr. Cooper was 2 months late paying the premium despite the fact that they had been taking our payments for loan, taxes, ins. etc via our escrow. Also, it is impossible to get ahold of anyone at Mr. Cooper and they do not return email messages. Only contact I get from them is numerous email messaged weekly trying to sell me products I do not want. I have unsubscribed to them multiple times, but they continue. Please look into this. Let me know if you need any additional information. Out mortgage loan # with Mr. Cooper is XXXX. Their customer care # is XXXX.
Thank You very much for your help, XXXX XXXX
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06/22/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I refinanced my mortgage in XXXX of XXXX. A few months later, a new servicing company, Mr. Cooper took over my loan. Around XX/XX/XXXX, I received a notice from Mr. Cooper that they sent a check to my insurance company to cover my impound account for homeowner 's insurance. I have never had impounds and my loan papers clearly stated as much. I called them and after a very long process involving me and my insurance agent, they agreed with me. I subsequently received a letter stating that they would begin charging me {$120.00} per month to recoup the impounds if I didn't send them the money back. I obtained the money back from my insurance company and sent Mr. Cooper the {$1500.00} they originally sent " on my behalf '' along with letter referencing my account. This month, they charged me {$120.00}. I checked my bank account and they had cashed the check for {$1500.00} weeks earlier. I called Mr. Cooper and they had " accidentally '' applied the money toward my loan. They told me I should have called and checked to see if they did it correctly. I have had to spend hours on the phone trying to straighten this problem out and get my money back and they don't seem to care. They arbitrarily take money without notice and I feel they need to be looked into. Many of my friends and neighbors have loans with Mr. Cooper now and no one is happy with the company and it's " service ''.
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03/30/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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I have tried numerous times to call them and have had no response, waited on hold and got disconnected. Left number several times for a call back and Im still waiting, this has gone on for a week and a half. I have left 5 emails, each one more desperate and frustrated. I have gotten 2 email responses, each one took a week and each one was to my first two emails which were generic emails saying the exact same thing, to call which Ive done several times or look on there website which does nothing!! I have been forced to shut my business down due to coronavirus and the minimum will be 7 weeks with no income, chances are it will get pushed out further and we are trying to have mr cooper do something to help us like so many other mortgage companies are doing and they are doing absolutely nothing, you cant even talk to anyone. They are the absolute worst experience I have ever had in my life with customer service. They do not care about there customers and based on other responses Ive seen on there XXXX page, we are not the only ones. The amount of complaints I have seen is unbelievable and I cant wait to be done with them, they shouldnt even be in business. I will absolutely refinance away from them as soon as I am able too. They dont care about any of us that are struggling due to coronavirus, I have never been late on my mortgage with them. They only care about themselves.
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