Date Received: 2024-01-07
Issue: Struggling to pay mortgage
Subissue: Foreclosure
Consumer Complaint: Numerous phone calls were placed with only an automated message and no voicemail to be left nor a representative to speak to. I emailed the company twice asking to report and update the loan was transferred and the account closed along with a reply via letter confirming such activity. I was completely ignored. No letter, email, phone call or correction and update of information was received. My credit report has been still showing as if I have two mortgages rather than one transferred mortgage. This has rejected me from being able to obtain a loan modification, refinance or repayment of any kind. This company was aware of the transfer because it sent me the transfer letter as well as sent to the new servicer.
Company Response:
State: NJ
Zip: 07054
Submitted Via: Web
Date Sent: 2024-01-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-06
Issue: Took or threatened to take negative or legal action
Subissue: Seized or attempted to seize your property
Consumer Complaint: Bank is collecting from present owners for debt of prior two owners Apparently XXXX XXXX has personally accepted responsibility of the debt in the letter, and he has closed on a property in Florida where he got XXXX cash to pay his debt to the bank. We already paid cash for this property and the bank and their attorneys collected XXXX cash for the sale of the home deposited in increments of XXXX in the trust account that the atttoney XXXX XXXX got funds and documents by order of the nationstar bank. bank XXXX XXXX already collected about XXXX XXXX XXXX that along the XXXX that natiobstar has is XXXX that offsets the XXXX XXXX original note that XXXX XXXX XXXXXXXX bought, That should leave a smaller balance of about XXXX The bank bought their loan for XXXX XXXX XXXX XXXX and offered it for sale for XXXX XXXX which we already have paid to the bank, The collectors that the bank sent wanted XXXX for it, so we agreed to pay that minusthe cash already paid XXXX leaving a balance of about XXXX that we can get through a loan with XXXX XXXX XXXX per the terms stipulated in court documets filed recently. It is our property and we live in it as our homestead and our personal residence for the last 15 years the XXXX XXXX XXXX XXXX XXXX XXXX and have apparently as discovered by XXXX XXXX XXXX saved cash for 15 years in a llc that paid off a home that was sold for cash for XXXX cash to them in XXXX neither XXXX XXXX XXXX XXXX XXXX asked for a payoff. of the lien that the XXXX XXXX have in XXXX that nationstar filed..
Company Response:
State: NM
Zip: 87120
Submitted Via: Web
Date Sent: 2024-01-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-06
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: XXXX mortgage company overpaid my property insurance ( escrow ) by {$1100.00}, instead of fixing the problem they increased my mortgage payment by {$130.00}.
Company Response:
State: MI
Zip: 49506
Submitted Via: Web
Date Sent: 2024-01-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-05
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: Mr Cooper aka Nationstar Mortgage has again failed to pay what it claims from escrow. Per escrow, they claimed to have paid my XXXX property taxes in the amount of {$2300.00}. However, on XX/XX/XXXX, I received a notice via email that my property tax remains unpaid, and is due by XX/XX/XXXX. I checked the county 's online information system, and it also reflects non-payment. This comes after my prior complaint, XXXX. During the previous tax year, the county sent an erroneous bill in the amount of {$5500.00}. Nationstar was informed this bill was in error, but claimed to have paid that amount, {$5500.00}, both on my escrow statement and in calculating escrow. In reality, the county treasurer had only ever received a check for the correct amount, {$2100.00}. It should be noted that Nationstar has previously settled with the CFPB in a XXXX enforcement action for these very practices, the failure to make timely tax payments from escrow and inaccurate escrow analyses, with docket number XXXX. Nationstar does not appear to have corrected their practices. In particular, as part of that settlement, Nationstar/Mr Cooper was required to implement an online complaint form, maintain sufficient trained personnel to respond to such complaints, and correct errors identified by these complaints. In reality, Nationstar/Mr Cooper simply ignored complaints submitted to their online complaint form regarding the XXXX tax issue, indicating that I'd receive a response in 7 days which was never received, which Nationstar admitted it received and simply never took any action on, despite being a notice of error requiring a response in 30 days. I only received a response after submitting a CFPB complaint. It should also be noted that they claimed a refund posted on XX/XX/XXXX in regards to the XXXX tax issue, yet when I checked the escrow transaction log while submitting complaint XXXX, no such transaction refunding the amount was displayed in the transaction history, and they continue to claim that they paid {$5500.00}, which directly contradicts what the county treasurer reports, a single payment in the amount of {$2100.00}. The response to my complaint about the XXXX tax issue will likely follow the same pattern. Despite the urgency of this matter, in response to my XX/XX/XXXX ticket sent via the online complaint portal, the response on XX/XX/XXXX was that they would respond in 7 business days and provide no information whatever beyond that. At this point, a response in 7 business days will be received by XX/XX/XXXX, the due date of the taxes that Nationstar has failed to pay despite removing funds from escrow. This response indicates no urgency whatever for non-payment of taxes, despite the extremely serious consequences of non-payment. Nationstar is not complying with consumer finance protection laws, nor the enforcement action 's settlement terms.
Company Response:
State: SC
Zip: 299XX
Submitted Via: Web
Date Sent: 2024-01-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-05
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/XXXXXXXX RightPath Servicing sent a response letter containing knowingly false statements. RightPath Servicing falsely claims that the proof of insurance provided by the borrower only covers the four walls of the unit and exterior fixtures. The servicer has received proof of ample coverage in the form of a side-by-side comparison image of the HOA master policy coverage and the HO6 insurance coverage purchased by the servicer. RightPath Servicing ridiculously claims " Everything inside is not covered by the association ''. This type of response is one of many ridiculous claims/statements made by RightPath Servicing , such as, " the verbiage betterments, improvements and walls-in '' are required terms that must be found in the HOA master insurance policy in order for the servicer to accept coverage. RightPath Servicing also stated, " sometimes HOA 's include HO6 insurance in the master policy '' but insinuated that the proof of insurance sent by the borrower did not have such HO6 coverage. It is abundantly clear that there is a serious lack of understanding of this issue within the employment of the servicer. RightPath Servicing has recently accepted proof of insurance coverage from the borrower in the form of the HOA master insurance policy, coverage for period XX/XX/XXXXXXXX to XX/XX/XXXX. This policy, as required by the XXXX XXXX HOA Governing Documents, provides coverage for the entire unit including the interior. The master insurance policy provided by the borrower back in XXXX, XXXX and XXXX of XXXX as proof of coverage, provides the same all inclusive coverage as the policy recently accepted by the servicer. The numerous and repeated false claims by the servicer, RightPath Servicing, are new offenses each time a new false claim is made or the false claim continues to be made after proof of the falseness of their claim has been provided. Each time a knowingly false claim is made, a separate offense has been committed. In order to overcome the claim by the borrower that the claim made by the servicer is false, RightPath Servicing must respond with the requested documents proving the validity of their claim or position. The recent document provided by RightPath Servicing, a letter from XXXX XXXX XXXX to the borrower, stating the HO6 insurance purchased by the servicer has been canceled due to the proof of insurance provided by the borrower, is only proof of the borrower 's current position.
Company Response:
State: FL
Zip: 33458
Submitted Via: Web
Date Sent: 2024-01-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-05
Issue: Struggling to pay mortgage
Subissue: Foreclosure
Consumer Complaint: Rushmore Servicing/Mr. Cooper/Nationstar continue to not answer our questions in our complaints with CFPB and/or lying by omissions in their answers. They have now contradicted themselves, once again, in stating XXXX XXXX XXXXXXXX XXXX for XXXX XXXX XXXX is NOT the investor while stating that a Referral For Foreclosure letter was sent by XXXX XXXX XXXX on XX/XX/XXXX that claims that the investor is XXXX XXXX XXXX XXXX for XXXX ( see attachment ) and this letter was the start of a foreclosure complaint in XXXX XXXX XXXX XXXX on XX/XX/XXXX by XXXX XXXX XXXX with the Plaintiff being the investor XXXX XXXX XXXX XXXX for XXXX XXXX XXXX XXXX This is A clear violation of the laws of the NJ Foreclosure XXXX. We are Requesting the CFPB makes Rushmore Servicing answer truthfully for what we are now demanding the answers to : 1. why the Referral Letter for Foreclosure and the Foreclosure complaint by XXXX XXXX XXXX contradict each other when they named two different investors for the same foreclosure complaint. 2. When and how was XXXX XXXX involved in the Foreclosure complaint from XX/XX/XXXX through XX/XX/XXXX and why did XXXX XXXX office state that many mistakes were made and the file has been closed as of XX/XX/XXXX. 3. What exactly is the line by line item for the total of {$3300.00} for the foreclosure fees by XXXX XXXX XXXX which seems to be outrageously high for less than 2 months of time of foreclosure activity, ( to say nothing that it should have taken place in the first place with the mistakes and errors and contradictions and why it was dismissed on XXXX XXXX. And why is it still against the account & being worked on to be removed by XXXX XXXX XXXX at this time and date. 4. Why is Rushmore response to the most recent CFPB complaint state a Notice of Default Demand Letter was mailed in XXXX XXXXby Rushmore Loan Management Service ( RLMS ). How can that letter be mailed by RLMS when they merg d assigned Servicing to Rushmore Servicing/Mr. Cooper/Nationstar merged on XXXX XXXX. 5. How was the XXXX XXXX Rushmore Mortgage Statement Accelerated to {$770000.00} and yet the XXXX XXXX Statement no longer has accelerated figure and we need a full explanation for the {$290.00} maintenance fee and {$5100.00} in legal fees on the Rushmore Statement. As no maintenance on the property of XXXX XXXX XXXX has ever taken place on behalf of Rushmore Servicing and the legal fees are above the {$3300.00} stated above by Rushmore response for XXXX XXXX XXXX XXXX
Company Response:
State: NJ
Zip: 088XX
Submitted Via: Web
Date Sent: 2024-01-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-05
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: Mr. Cooper bought my home loan. Monthly there has been issues with my online payments going through. I called and was told not to use autofill because it would not work with their systems ( agent had same issue ). I have never had an issue with any other company using autofill to make payments. I deleted my payment method and manually enter my account information. I made a payment on XX/XX/2023. They reversed it without notification and charged me a {$50.00} NSF charge. I called XXXX XXXX who does not have record of any NSF charges on my account. Mr. Cooper refuses to refund the fee because they say it is either user error or XXXX XXXX causing the issue. Mr. Cooper wants a letter saying my account is verified. They are using the exact same account number when it goes through the second time. The fact that they are pulling from the same routing number and account number should prove that the issue is on their end. In approximately XXXX years of dealing with different banks for home loans I have never had an issue until I had to deal with Mr. Cooper. I would like them to sell my account to a more reputable banking institution. Customer service was unhelpful and actually escalated a situation by being sarcastic and dismissive.
Company Response:
State: OH
Zip: 44312
Submitted Via: Web
Date Sent: 2024-01-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-05
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: Company refused to provide the name of a person where to mail a corrected tax filing. The company lawyers were also impossible to reach to discuss any form of settlement, causing the property to be sold unlawfully, and is being contested.
Company Response:
State: WI
Zip: 53403
Submitted Via: Web
Date Sent: 2024-01-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-04
Issue: Problem with a company's investigation into an existing problem
Subissue: Problem with personal statement of dispute
Consumer Complaint: I am writing to dispute the inaccurate reporting of a 60-day late payment on my mortgage account. I have diligently made payments every month, and I have evidence to support this claim. Notably, I rectified a payment discrepancy by submitting a payment of over {$6000.00}, both correcting an error on the company 's end and paying in advance. This demonstrates my commitment to maintaining a positive payment history. Furthermore, the situation worsened when the company suffered a cyber security hack, preventing me from making a payment. It is unjust that their lack of adequate cyber security measures impacted my ability to fulfill my financial obligations. Despite my consistent payments, the company failed to extend the same understanding during this crisis. Rectify this error promptly, adjusting my credit report to accurately reflect my payment history. It is unjust to penalize me for circumstances beyond my control, especially when the company 's cyber security shortcomings just shows how unorganized they are to any situation. This 60 days late discrepancy is deeply unjust and stems from a series of issues beyond my control. Firstly, I have consistently made payments every month, with proof of transactions to support this claim. Additionally, I proactively corrected a mistake on the company 's end by making a substantial payment of over {$6000.00}, ensuring my account was not brought up to date in their system but also paid in advance for fire months. Unfortunately, months later, the company 's inadequate cyber security measures led to a situation where I was unable to make a payment due to a security breach. This was not my fault just like the switch between mortgage companies was not my fault. It is disheartening that the company, responsible for safeguarding my financial information, failed to prevent a breach that compromised not only my account but potentially exposed it to illicit activities on the dark web. What exacerbates this situation is the company 's lack of accountability and mercy. Despite my consistent payments, mirage companies on lender switching, and the cyber security incident being entirely beyond my control, the 60-day late payment status persists on my credit report. It is disconcerting that the company does not extend the same understanding and leniency to its customers as it does when facing its own internal issues. The sudden switch to Mr.Cooper without my consent or notice only adds to my concerns. I can not trust a mortgage lender that not only fails to safeguard my information but also inaccurately reports my payment history. Numerous/dozens of calls to customer service have yielded promises of resolution, particularly after my substantial $ XXXX payment, but these assurances have proven to be false. In light of these issues, I am left with no choice but to yearn for an alternative mortgage options as I can no longer trust Mr. Cooper I request your immediate assistance in helping me and rectifying the inaccuracies in my credit report, ensuring a fair and just representation of my payment history. Do not send me the same paperwork showing me that I made a payment every month in my payment history. If you send me the same documents again, this will just prove how you all do not even review the complaints individually and probably just have it all automatically generated. Thank you for your urgent attention to this matter. Sincerely, XXXX XXXX
Company Response:
State: TX
Zip: 75159
Submitted Via: Web
Date Sent: 2024-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-05
Issue: Struggling to pay mortgage
Subissue: An existing modification, forbearance plan, short sale, or other loss mitigation reli
Consumer Complaint: Right path servicing is my mortgage servicer. I had a loan modification approved, signed and finalized with an approved finalized partial claim. I have an FHA mortgage and it was approved and finalized in the beginning of XXXX. We sent back all required documents in time signed notarized check by my HUD Lawyer family member everything was correct, right path servicing confirm that everything was signed finalized and approved. The first payment was made in XXXX as long it was made in XXXX it was OK and the first payment was the start of a new loan modification upon completing that which it was paid on XX/XX/2023 it was Sent out at that time because the loan servicer had a customer computer breach and told me dont send any payments now a month or so later they approved me for a second one after the reversing the original and raise my payment {$500.00} that is them breaching the contract. I need them to honor their contract, I will not sign since one was already finalized. Thank you.
Company Response:
State: PA
Zip: 19154
Submitted Via: Web
Date Sent: 2024-01-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A