Date Received: 2024-01-01
Issue: Trouble during payment process
Subissue: Fees charged
Consumer Complaint: Mr. Cooper is continuing the practice they were sued under in case # XXXX. This lawsuit was filed by the CFPB and Mr. Cooper continues these same unethical practices. I filed Bankruptcy in XX/XX/XXXX. The Bankruptcy courts approved Mr. Cooper charging me {$950.00} while in Bankruptcy, but Mr. Cooper charged me over {$4000.00} in fees not authorized by the bankruptcy courts. Mr. Cooper at first denied my request for corrections so I supplied documentation showing where the fees charged by Mr. Cooper in XX/XX/XXXX ( motion for relief, attorney fees, and {$180.00} in filing fees ) were all filed incorrectly and dismissed by Mr. Cooper 's attorney in XX/XX/XXXX. This included all fees including the attorney fees charged and is clearly documented as being dismissed by the email evidence from my bankruptcy attorney as well as the court order filed XX/XX/XXXX, but Mr. Cooper refuses to correct this issue. When my loan was transferred to a new servicer XX/XX/XXXX these fees suddenly appeared. One fee is for an appraisal I was charged {$500.00} for that was never approved by the courts as required by law. I have additional fees of {$170.00}, {$100.00}, {$180.00}, multiple charges for {$1200.00} motion for relief, {$110.00} for another unknown fee, {$350.00} fee, {$140.00} in another fee, {$490.00} fee, and a {$600.00} fee. All of these charges can be found on the XXXX payment history I have attached. Mr. Cooper also incorrectly managed my escrow account. While they advised the new servicer upon transfer, I was behind 3 months in payments ( which was not true ) they grossly overcharged me in escrow resulting on the new servicer having to refund almost {$2000.00} in overpayments made to escrow. This is a violation of the law and can be found in the XXXX payment ledger as well. Enclosed : XXXX payment ledger 2. CFPB vs Mr. Cooper lawsuit 3. Amended Bankruptcy filing removing fees 4. Correct payment ledger
Company Response:
State: GA
Zip: 30038
Submitted Via: Web
Date Sent: 2024-01-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-31
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: I am a XXXX XXXX. I have never made even a late payment to my mortgage. Northstar Mortgage d/b/a Mr. Cooper had a some sort of computer attack or breakdown. After the attack they had issues with who paid and who did not pay. I have sent them multiple copies of my bank statements to prove that my payment was submitted as I have submitted for years. They are simply stating that I did not pay. Northstar Mortgage either lost, stole or used my payment to pay someone else account. They have sent multiple harassing letters and phone calls.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60647
Submitted Via: Web
Date Sent: 2023-12-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-30
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: I'm in receipt of a data breach notice from my mortgage company, Mr. Cooper. As a result of the data breach they are offering XXXX yrs of a single bureau monitoring. I believe that this an inadequate response to the data breach. They are required by law to offer adequate safeguards for the data the are entrusted with. As a consumer, I would like a more intentional response to this and request they be made to provide 2 years of waived mortgages on my loan ; this is a more appropriate response to failure to adequately safeguard my protected information. After all, this isnt the first time they have failed consumers in the mortgage arena.
Company Response:
State: NV
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-12-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-30
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: Attempting to contact Rushmore Servicing customer service at phone number listed on statement XXXX. It is impossible to reach a customer service representative using this phone number. Systems auto attendant will not provide any options to speak with a human as the system did not have my S.S. Data it would not allow me to get to a live agent even when I used my loan number. This company needs to add a prompt as there may be other consumers who have concerns outside of the allowed prompting system requiring them to get human assistance. This is a terrible situation and can impact a consumers ability to resolve matters and cause delinquency and credit related problems. This needs to addressed to protect the consumer access to their accounts. Thank you for your consideration regarding this issue. Have a great day.
Company Response:
State: PA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-12-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-29
Issue: Struggling to pay mortgage
Subissue: An existing modification, forbearance plan, short sale, or other loss mitigation reli
Consumer Complaint: Hi, I am documenting for a third time. I am STILL approved for COVID relief assistance ( which is coming to an end ) for XXXX XXXX I have had several calls with RIGHTPATH about accepting this ( despite them claiming I am not approved for the assistance? which is confusing because I had to internally escalate a CONFIRMATION from the relief dept to confirm this from saying my mortgage was claiming the opposite of their claims ). I have had now a handful of conference calls with RIGHTPATH with a HUD officer ( who has welcomed me to subpoena her logs, calls, and records if needed in the future ) where I was qualified to have the funds applied, then applied them and the balance difference as a back end second loan on the end fo the mortgage, etc. I have made several dozen of call back requests from RIGHTPATH without response. THey have been given now a total of XXXX letters of hardship from the ongoing pandemic. I have been through this process with them 3-4 times, since they have to redo it every 60days ... AND they have changed their rules per their shareholders request since my original ask. THere is more ... but my concern is that the longer they drag this out two things might happen ( which has been previously identified ), either the outstanding balance will exceed the 25 % for the back end of the loan ... OR the assistance program will come to an end without rightpath collecting the funds from them. I can attach copies of emails with the XXXX XXXX, HUD, and other agents contacted and consulted with rightpath if needed. I feel like I am consistently being lied to and there is a lack of urgency to resolve the problem
Company Response:
State: VT
Zip: 053XX
Submitted Via: Web
Date Sent: 2023-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-29
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: I am writing to file a formal complaint against MrCooper regarding the failure to compensate for the property tax late penalty on my mortgage loan. I believe that my situation merits investigation and intervention by your esteemed organization. I have been a loyal customer of MrCooper for XXXX years, and I have consistently made timely payments on my mortgage. However, I encountered an issue related to the payment of property taxes for fiscal year XXXXIssue : In XX/XX/XXXX, I experienced a delay in the payment of my property taxes due to MrCooper 's failure to make on-time property tax payment from my escrow account. As a result, I incurred a late penalty on my property taxes for the amount of {$370.00} and {$64.00}, which MrCooper was responsible for covering since it was managed by MrCooper at that time. Attempts to Prevent late fee : I contacted MrCooper on XX/XX/XXXX and informed them about the upcoming property tax due date to avoid a late fee, despite my effort, the tax was paid late in XX/XX/XXXX with the penalty. Attempts to Resolve : I contacted MrCooper on XX/XX/XXXX to bring the matter to their attention and seek resolution. to bring the matter to their attention and seek resolution. Despite my efforts, I have encountered significant challenges in obtaining compensation for the tax late penalty. The customer service representatives have been unresponsive and failed to provide a satisfactory resolution to my concern for over XXXX months. I believe that MrCooper has violated the terms of our mortgage agreement by not compensating for the tax late penalty, causing undue financial burden and stress.
Company Response:
State: CA
Zip: 91362
Submitted Via: Web
Date Sent: 2023-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-30
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: I did a loan notification in XXXX. No cash.They did the modification at {$150000.00}. I wasnt even {$10000.00} behind by the time of the modification. They took some funds from my loan and placed it in a non interest bearing loan for {$31000.00}. And now with a forbearance I owe {$54000.00}. along with my mortgage of {$94000.00}. How do I owe more than I did in XXXX. My loan in XXXX XXXX XXXX the balance was {$130000.00}. in XXXX my balance was {$140000.00}. I was under the understanding that the modification was to help not add {$30000.00} more to my debt which doesn't make since since It was now at a XXXX loan. And, I started at {$200000.00} in XXXX. So in XXXX yrs Ive paid less than {$55000.00}. of my loan. In reviewing previous payments I found multiple late fees charged a month. Late fees multiple times in one month and all different rates. At different rates and fees for calling my payments in all double charges. Charged XXXX fees XXXX XXXX fees the same day. . My forbearance for XXXX months at {$950.00} came out to {$18000.00} I emailed them multiple times to review my acct and they just keep telling me its fine. How am I getting charged multiple fees multiple times a month and months I didnt even get principale payment unless I paid over the mortgage amount. I've spoke with them as well and they just say those are the fees. Im confused about this and would like clarification as to what has happened and what is going on with this loan. Thank you XXXX XXXX
Company Response:
State: CT
Zip: 06457
Submitted Via: Web
Date Sent: 2023-12-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-30
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue: Delays in the application process
Consumer Complaint: XX/XX/2023 Mr Cooper confirmed that the loan assumption packet was received and would be processed in XXXX. XX/XX/2023 I reached out to a representative and was told that they in fact received the packet but there was not other information on the status. They also confirmed that it should have been completed in a minimum of XXXX days, they submitted a ticket and told me I would hear from a supervisor. A couple days before the data breach I reached out again to a representative because I did not hear from a supervisor nor any type of contact about the assumption. The representative said that she would put a ticket in and reach out directly to her supervisor about the issue and I would receive a phone call. Your site was hacked and down till first week of XXXX, I waited about XXXX weeks after Mr.Cooper was back from the data breach. This time the representative, had no information about the assumption and gave me her guarantee that she would look into this, speak to her supervisor because she refused to escalate my matter to someone above her that could fix this problem. XX/XX/XXXX I reached out again and once again I was told there was no information on my assumption. I recently emailed the loan assumption department about this matter as well a ticket. Now, XX/XX/2023 I still have yet to receive a phone call back from a supervisor, an email or any other point of contact. It has been way over the 90 day minimum wait period and still have not received any information on the loan assumption or heard from any supervisor about this.
Company Response:
State: NJ
Zip: 08861
Submitted Via: Web
Date Sent: 2023-12-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-29
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: I have been unable to set up bi-weekly payments. I had to supply the required documentation 6 times before they agreed that they were received and by then, I had to pay them another full payment before I could set up bi-weekly autopay. Every call to them is 30 minutes ( after hold time ) at minimum and never results in resolution. I feel that they want to keep me from making bi-weekly autopayments as it will save me interest over {$32000.00} over the course of the loan. This company seems less than reputable and I am sad my loan servicing was transferred to them.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: FL
Zip: 34209
Submitted Via: Web
Date Sent: 2023-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-29
Issue: Credit monitoring or identity theft protection services
Subissue: Problem canceling credit monitoring or identify theft protection service
Consumer Complaint: My mortgage company sent us a letter incident involving a suspicious activity of there network system. Files were containing personal information were obtained by an unauthorized party.
Company Response:
State: NY
Zip: 11756
Submitted Via: Web
Date Sent: 2023-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A