Date Received: 2024-03-05
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: I have a shortage in my escrow which is calculated at {$220.00} per month. Without explanation, Mr. CooperXXXX is charging me {$470.00} a month extra. This is more than 15 % higher than my mortgage. When I attempt to speak with people I am put on hold indefinitely and can not get anywhere.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: CA
Zip: 913XX
Submitted Via: Web
Date Sent: 2024-03-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-03-05
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: In XXXX, I received notifications from Nationstar indicating that I was roughly XXXX months delinquent on my HELOC payments. Despite numerous attempts to resolve the issue with the company, the matter remained unsettled. I requested documentation for the allegedly missed payments but never received it. In XXXX, I approached XXXX to express my concerns about Nationstar. Subsequently, I received an email from an unknown sender at Nationstar containing only a link, which I did not open due to security concerns. By XXXX, Nationstar ceased accepting my monthly payments unless I cleared the purported arrears. Nationstar later issued a foreclosure warning on my property. In efforts to clarify the situation, I contacted them only to be told the information had been previously emailed to me. Upon request, the information was resent and revealed that no payments for XXXX were recorded, a claim I disputed given my consistent payments. I revisited XXXX to voice my grievances, where it was suggested I compile all payment proofs for submission to Nationstar. Reluctant to shoulder this burden due to Nationstar 's administrative errors, I was nonetheless assisted by a XXXX representative who confirmed XXXX of my payments and offered to forward this proof while I gathered the rest. After submitting all required documents through the provided portal, Nationstar updated its records to reflect the payments but failed to amend the accrued interest errors. Subsequently, they restricted further telephonic payments, mandating that I wire the outstanding amount from XX/XX/XXXX to regularize my account. In addition, I received a home valuation and formal notices regarding my past dues. Throughout this ordeal, XXXX liaised with Nationstar in pursuit of a fair resolution. It appears that Nationstar would prefer foreclosure over rectifying its administrative flaws. I settled the outstanding balance as per their records and plan to conduct a thorough audit later. I strongly advocate for an audit of Nationstar, believing that others might be facing similar issues without knowing their recourse. This level of incompetence should not go unchecked.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: GA
Zip: 30024
Submitted Via: Web
Date Sent: 2024-03-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-03-05
Issue: Struggling to pay mortgage
Subissue: Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-li
Consumer Complaint: Since XXXX of XXXX I have repeatedly requested a loan modification from Mr. Cooper. Only for the process to be drug out and eventually be denied. This has happened multiple times. Every piece of documentation they have requested, I have submitted. It is now XXXX of XXXX and I was recently denied again. I have never spoken to the same employee twice, and I have had to submit the exact same document multiple times. My home is worth twice what I owe. My household annual income exceeds minimum DTI requirements. I only want to be granted a loan modification and be rid of the fear of losing my home. First Internal mod letter XX/XX/XXXX. Second internal mod letter XX/XX/XXXX. Third internal mod letter XX/XX/XXXX as well as XX/XX/XXXX. Loss Mitigation Denial letter XX/XX/XXXX. Loss mitigation correspondence XX/XX/XXXX. Internal mod letter XX/XX/XXXX. Internal Mod letter XX/XX/XXXX. Internal mod letter XX/XX/XXXX. Loss mitigation evaluation notice XX/XX/XXXX. Internal mod letter XX/XX/XXXX. XX/XX/XXXX Internal Mod letter. XX/XX/XXXX Loss mitigation evaluation notice.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: KS
Zip: 671XX
Submitted Via: Web
Date Sent: 2024-03-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-03-06
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Just to give some base information : Our home Mortgage is through Mr. Cooper which is a brand name for Nationstar Mortgage LLC. XXXX is who are bills are addressed from which is subserviced by Mr.Cooper. For several months we have had issues with the payments being applied incorrectly to the account. The issue continues to happen even as recently as XX/XX/2024. Our credit report pulled today shows issues with XXXX and XXXX payment. I called and spoke with XXXX at Mr. Cooper sharing our confusion and concern. I explained we have set up auto pay and our bank is showing the money was sent. She also confirmed she showed our payments current and the XXXX was received on XX/XX/2024. I will also attach a statement showing XXXX payment on XX/XX/2024 and the movement of funds at XXXX. It also shows the removal of a late fee due to the payment being applied to the account incorrectly.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32218
Submitted Via: Web
Date Sent: 2024-03-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-03-01
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: Our original loan was with XXXX XXXX. In XXXX they sold our loan to XXXX XXXX which is now being serviced by Mr cooper. Recently we received a statement from Mr cooper that our escrow account was low and we needed to increase our monthly payments. I immediately tried to contact the company to let them know that we were not responsible for paying property taxes since my husband is XXXX % veterans administration XXXX and the county exempted us from paying property tax, therefore the amount of the increase wasnt needed because we would not be paying property taxes. I attempted for an entire week to call them and the automated system constantly kicked me out and I could not get a live agent. I finally got someone on the chat function and they told me to email the information from the local property assessor to verify that property taxes would not be paid. That has been about 10 days ago and I still have not received a call back from the company or an email. I have tried every day again this week to call them and get a wide variety of issues from being kicked out of the phone system to today getting a message that their system is down. On another day the automated system said they were closed for a holiday, but there was not a holiday.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AL
Zip: 357XX
Submitted Via: Web
Date Sent: 2024-03-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-27
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: XXXX XXXX XXXX it is reported a late payment. That information is inaccurate. Payment was sent on time. Company continues to provide false information on my account My rights has been violated for a second time.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: NJ
Zip: XXXXX
Submitted Via: Web
Date Sent: 2024-02-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-27
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: on XX/XX/XXXX i dialed XXXX to connect with Mr Cooper loan servicing company. I got this number from my account on their website. After asking some security question to verify my identity I tried to speak with a service representative but the automated system would not allow - rather it sent me into an endless loop where is asked me questiona and would not allow me to speak with a service representative.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: FL
Zip: 33437
Submitted Via: Web
Date Sent: 2024-02-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-22
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: On XX/XX/2024 I received a notice from my loan service provider ( Mr. Cooper ) that my monthly mortgage payment would be increasing by roughly {$400.00} per month because of an escrow shortage. No alternate options for payments ( such as paying off a shortage as a lump sum ) were even proposed. Instead it was presented as " look at this huge mistake we made - here 's the new amount you will be paying ''. My loan was initially managed by XXXX who had to adjust my monthly payment occasionally. It was decreased by {$10.00} per month at one point. It was also increased by {$40.00} per month at one point. When these things happened, I received phone calls. My loan was then transferred to Mr. Cooper, and since then the quality of my experience has decreased significantly. Their portals are inferior, their customer service ( when I take the time to reach out ) is beyond lousy, and now their management services has made a significant miscalculation resulting in a large payment increase. I will be calling Mr. Cooper ( Nationstar Mortgage LLC d/b/a Mr. Cooper ) later on for an explanation in their own words, but I know enough to be aware there are multiple ways to handle this mistake and quite frankly they should be laying them all out as opposed to sending a poorly formatted notice.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: FL
Zip: 34221
Submitted Via: Web
Date Sent: 2024-02-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-20
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: Two times in the past 12 months XXXX, subserviced by Mr. cooper has misapplied my mortgage payment as an additional payment for principal. Additionally I tried calling the company but they are very difficult if not impossible to connect with. Their website has incorrect phone numbers and then when you do finally connect with the correct phone number you get into an automated system which does not work- it is impossible to connect with a service representative. Additionally, their voice recognition software is wholly inadequate - it does not work.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33437
Submitted Via: Web
Date Sent: 2024-02-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-16
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue: Delays in the application process
Consumer Complaint: I am in the process of selling my home, which was paid for with a VA loan. The loan was originated at XXXX XXXX XXXX. I accepted an offer on my home in XX/XX/XXXX from VA buyers intending to assume my loan. On XX/XX/XXXX, my loan was sold to Mr. Cooper. On XX/XX/XXXX, the buyers walked due to a complete lack of communication from Mr. Cooper about the status of the loan or the assumption process that we had been engaged in for nearly four months. I then listed the house for sale again and accepted a new offer on XX/XX/XXXX from VA buyers. On XX/XX/XXXX, we and the buyers emailed the Welcome Packet as instructed by the forms ( including the 3rd party authorization form, assuming party questionnaire, selling party questionnaire, and required identification like social security numbers ) to Mr. Cooper and XXXX XXXX XXXX with all required information and documentation. It is my understanding that Mr. Cooper has 3 business days to send us a loan estimate and follow up with any additional requests for information in order to render a loan decision within 30 days. The first deadline has been missed and the second deadline is approaching quickly. We have not been able to reach a point of contact at Mr. Cooper. Mr. Cooper has disabled its online chat support function since XX/XX/XXXX. When we call customer service, it only loops through automated options with no option to talk to a human customer service representative. The automated options do not include anything about assumptions. The automated options only route us to XXXX XXXX XXXX, who refuse to speak to us as they no longer service the loan. They route us back to the same customer support line at Mr. Cooper. We have found 3 different email contacts at Mr. Cooper, XXXX, XXXX, and XXXX, and we have emailed each account with a summary of our transaction, requests for information, and status. We have not received a reply from any of these email addresses. We are extremely frustrated with the lack of communication from Mr. Cooper, which has led to us losing one buyer already and has stalled progress with our second buyer. We believe Mr. Cooper is not fulfilling its obligations to service VA loan assumptions granted as a right to U.S. veterans, evidenced by their lack of communication and tardiness in responding to the applications and materials we have sent to them.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80021
Submitted Via: Web
Date Sent: 2024-02-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A