Date Received: 2023-12-29
Issue: Struggling to pay mortgage
Subissue: Trying to communicate with the company to fix an issue related to modification, forbe
Consumer Complaint: I have been trying to get information from my mortgage company since XXXX. They have sent me the note that they have, however it has been altered and additional pages have been added to it. I have asked multiple times why and what those papers were, and they keep sending me letters that say they need more time, it's going to take longer than 30 days to get that information. Now I am receiving calls, multiple, everyday, and when I answer the line starts ringing but nobody answers. Then I receive calls with an auto response that says Mr. Cooper is trying to contact me. I have called them and when I've asked to speak to the loan specialist on my account they never transfer they say they can help me. Then I get put on hold and hung up on. I don't know what to do now.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NM
Zip: 88240
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: Incorrect information on your report
Subissue: Public record information inaccurate
Consumer Complaint: RE : Loan Number XXXX I contacted my mortgage lender, Mr Cooper, in the month of XXXX requesting that they remove the 1 time 30 day mortgage late listed on my credit report for XX/XX/2023. I had an automatic payment set up with Mr. Cooper for 2 different mortgages. Mr Cooper separated the mortgages and transferred the above referenced mortage for servicing with another Company ( XXXX XXXX XXXX ), and then Mr. Cooper cancelled my automatic payment. My payment apparently was to start at the new Company in XX/XX/2023. Here is my reason for this complaint : Since my new payment was supposed to start XX/XX/2023 with another company, XXXXXXXX XXXX, Mr Cooper or XXXX should not have reported the 30 day late payment. The 60 day grace period allowed by LAW after any mortgage transfer was not applied to my mortgage. I reached out to Mr. cooper and XXXX and they failed to rectify this matter caused by no fault on my part. Please contact Mr Cooper and request them to remove the 1 time 30 day late payment from all the credit bureaus on the above referenced Loan thank you. XXXX XXXX
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: WA
Zip: 98387
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: Payment process
Consumer Complaint: The Housing Assistance Fund for Covid agreed to pay through the designation duration and there have been no interruptions. Rushmore Servicing bought the loan from Rushmore Management in XX/XX/XXXX, while HAF stated confirmed payments continued, Rushmore Servicing stated they have not received any payments forwarded from Rushmore Management to their operations. Housing Assistance Fund confirmed dates, and the fact they were told in wriitng by Rushmore Managment that the funds received were processed and will be forwarded to new servicer, thus Rushhmore Servicing. Rushmore Servicing has not followed up on this servicing crucial process and put the loan in jeapardy because of it. So I called HAF explained the alarming situation and they responded with evidence of dates in hand, that the former servicer contacted them as stated above. HAF last week investigated the payments and has issued the following dates of payments and stated directly to me that they were accepted and processed HAF associates ( XXXX and XXXX and XXXX ) furthermore that Rushmore Management sent them an email that the following payments will be forwarded to Rushmore Services ; XX/XX/XXXX processed XX/XX/XXXX for XX/XX/XXXX, XX/XX/XXXX processed XX/XX/XXXX for XX/XX/XXXX, XX/XX/XXXX processed on XX/XX/XXXX for XX/XX/XXXX and XX/XX/XXXX processed on XX/XX/XXXX for XX/XX/XXXX payment. Also the last email I received from Rushmore Management ( attached ) shows on XX/XX/XXXX a payment for XX/XX/XXXX was processed. Meanwhile Rushmore Servicing seems to not follow up on this process and instead signals a letter for foreclosure for XX/XX/XXXX. According to Rushmore Management " Rushmore confirmed your authorization on the account, based on the Trust documentation provided, and your authorization was added to the account on XX/XX/XXXX. '' as I accepted the trust for the home several years ago I was authorized and the owner with Rushmore management. It should have transferred over as should have the government funds, that should be credited Their letter of transfer firmly stated ( enclosed ) that they will apply and credit as well as forward the former servicer payments if made after the transfer. This company is not properly transferring service. They have put my home at risk at my age and refuse to communicate with the Housing Assistance Fund to secure payments that should be forwarded and credited. They are issuing a foreclosure procedure for XX/XX/XXXX stating they have had no payment since XX/XX/XXXX, see attached receipt email from former servicer. thank you.
Company Response:
State: FL
Zip: 32926
Submitted Via: Web
Date Sent: 2023-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-28
Issue: Closing on a mortgage
Subissue: Trying to communicate with the company to fix an issue with the loan closing
Consumer Complaint: Mr. Cooper transferred our mortgage to XXXX mortgage effective XX/XX/XXXX but never notified XXXX. When we requested XXXX payoff quotes in XX/XX/XXXX they were made aware we were selling the XXXX and the XXXX closing dates as they kept changing. We received a payoff quote on XX/XX/XXXX that was good through XX/XX/XXXX. Again, never told XXXX the loan was transferring. We sell and close on XX/XX/XXXX. The XXXX company added XXXX more days interest to the XXXX amount. Due to a security breach at Mr. Cooper the XXXX company was not able to wire the money at XXXX. They were told to overnight a XXXX. This XXXX was signed for at Mr. Cooper on XX/XX/XXXX as received. Again, still never told XXXX the XXXX was transferred. I receive an XXXX from XXXX telling XXXX they are the new XXXX XXXX. I XXXX them back telling them this XXXX was paid off with Mr. Cooper and we do not owe them anything for the XXXX XXXX sold. They do not respond until XX/XX/XXXX with an automated XXXX they received my before mentioned XXXX. Since then multiple calls have been made between XXXX and XXXX, myself and the XXXX company, the XXXX company and Mr. Cooper, the XXXX company and round point, XXXX, round point and the XXXX company. Documents have been sent to XXXX showing everything sent to Mr. Cooper. On XX/XX/XXXX, the XXXX company received a letter from XXXX that was dated XX/XX/XXXX, stating they shredded the XXXX because they could not identify the XXXX listed. XXXX XXXX and XXXX company contact Roundpoint. Funds are sitting in the XXXX at the XXXX company needing to be sent.They provide a XXXX quote but now it included interest for XXXX and XXXX making the amount XXXX more than the XXXX quote from XXXX at the close of the sell. Round point says we the XXXX have to pay this XXXX money. XXXX XXXX day grace period is almost up on a XXXX that we were never notified about until almost a week after the XXXX was sold. This means XXXX XXXX scores are going to drastically drop. Round point says they will keep the XXXX open and acrueing even more interest! We spent XXXX XXXX savings and profit from the sell of this XXXX to buy XXXX new home. We can't afford to pay XXXX of dollars on a XXXX we knew nothing about. How do we fix this?
Company Response:
State: KY
Zip: 403XX
Submitted Via: Web
Date Sent: 2023-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-28
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: I called Rushmore due to a XXXX XXXX XXXX XXXX asking for help with a deferred payment due to income being decreased I was completely misinformed and misguided and no follow up what so ever I asked to be called for any additional information they may of needed and never received anything from them was told they sent a letter I never received the only help that was avail was I either make my payment or the threats would start to take my home for non payment I continued to call and be hung up on by there auto mated system more times than I care to admit that can not still verify me a a loan customer spoke to multiple reps that have not been helpful at all just justifying the bad experience and business of this company puts out I have struggled just to reach a rep to simply make a payment weather I could or not afford to pay it due to a XXXX illness that was completely disregarded I sent in all the info requested and they did absolutely nothing to help my family I ask that some kind of response is received to please justify why my information was over looked and absolutely no help was received while trying to get through a life saving XXXX
Company Response:
State: DE
Zip: 19973
Submitted Via: Web
Date Sent: 2023-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-28
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: In XXXX, I received a letter from XXXX XXXX offering a lower homeowner 's insurance rate. I contacted XXXX XXXX ( my supposed current provider ) and discovered my policy had been cancelled in XX/XX/ 2023 due to non-payment. I recalled informing both Mr. Cooper and XXXX XXXX that Mr. Cooper was responsible for issuing the payment directly to XXXX XXXX in XXXX and XXXX. This payment never occurred, resulting in a lapse in my homeowner 's insurance for the year 2023, the final cancelation due to no payment was sent to me in XX/XX/2023, when I had already informed XXXX XXXX that they should be sending their request to Mr. Cooper. I attempted to reinstate the policy with XXXX XXXX, but they declined. Mr. Cooper 's inaction exposed me to significant financial risk and caused distress. I have recently started recovering from XXXX and XXXX and here I am again going right back into XXXX due to extreme XXXX knowing that I must have homeowners insurance. Actions Taken : Contacted Mr. Cooper and XXXX XXXX representatives, but could not resolve the issue again in XXXX. Contacted Mr. Cooper via email, but received no satisfactory response. They reply ignoring the issue and asking for proof of insurance. I chatted with Mr. Cooper and they refuse to help and they area making me responsible when they are the ones who manage the escrow and the homeowners insurance payments.
Company Response:
State: FL
Zip: 32806
Submitted Via: Web
Date Sent: 2023-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-28
Issue: Struggling to pay mortgage
Subissue: Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-li
Consumer Complaint: In XXXX my ins went up to {$4000.00} cause ins said need a new roof but no leaks it is just over 14 yrs old. So house payment went up to over XXXX. I was told I could do a forbearance for 6 months then it would be put at the end of my loan new loan date at the end then the end of XXXX was told I owe the 6 months can't put it at the end of loan. So they said do modification to lower payments. So waiting to heard back about it sent all the paperwork in showing I am over working and his medical retirement check and our income. My husband 's income went down cause he got a XXXX XXXXXXXX we are trying to get XXXX XXXXXXXX cause he can't work. We will be getting it in XXXX. Trying to save our house til then and we can even get a new roof then.
Company Response:
State: FL
Zip: 32533
Submitted Via: Web
Date Sent: 2023-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-28
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: My mortgage company is now Mr Cooper. They've recently had a security breach on XX/XX/XXXX. Ever since the breach, they have not posted my mortgage payments to my account. The payment will post and then to be returned as " insufficient funds '' when I have more than enough money to cover the mortgage payment. Now they are charging me fees and I'm XXXX months behind on my mortgage because they will not withdrawal the mortgage payment from my account. I have given them my account numbers seven different times and have spoken with five different associates. This problem is still ongoing and they keep blaming me and my bank and me or my bank ( depending who you speak with ). The payments missing are for XXXX and XX/XX/XXXX. Mr Cooper has since marked the payments as posted but they were not taken out of my account and will be " reversed '' as Mr cooper puts it because it's happened on four separate occasions now. This is an awful mortgage company and I hate that they own my mortgage.
Company Response:
State: PA
Zip: 17046
Submitted Via: Web
Date Sent: 2023-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-27
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: On XX/XX/ XXXX as a federally protected consumer I requested to opt out of any and all authorization I the consumer may have given written, unwritten, or non-verbal per 15 usc 6802.
Company Response:
State: TX
Zip: 77396
Submitted Via: Web
Date Sent: 2023-12-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-28
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: In XX/XX/XXXX, Mr. Cooper Group Inc. erroneously charged our escrow account {$5400.00} twice for property taxes ( on XXXX and XXXX ). This error caused our escrow balance to go negative and increased our upcoming mortgage and escrow payment by {$990.00} ( from {$3200.00} to {$4200.00} ). Upon seeing this issue, we contacted Mr. Coppers Customer Service to correct this erroneous duplicate charge. We were initially informed by a Mr. Cooper representative that they had made an overpayment to the county and that they would request a refund for the extra payment. We subsequently received a follow-up communication from Mr. Copper indicating that the county refused to return the duplicate payment, but that the county would apply the extra amount paid to our upcoming XXXX taxes. To confirm this was accurate, we subsequently called the Countys Tax Office. However, a county representative said that only one payment had been billed and received. They even provided a tax ledger confirming our XXXX tax charges and the payments received. We then followed up with Mr. Cooper reiterating our request to reverse the duplicate payment and noting that the county only received one payment. We also shared, via fax, the countys ledger with Mr. Coopers Tax Team as proof of the duplicate payment. Finally, we have received so much conflicting information from Mr. Coopers representatives as well. For example, one representative did confirm that the duplicate issue was the fault of Mr. Cooper, while another revealed that their payment vendor XXXX XXXX, and not the county was the entity refusing to make the refund. Despite our repeated attempts via phone, email, and fax, to reach a resolution with Mr. Cooper and their self-admitted error, the matter remains unresolved and we are still expected to make the higher payment on XX/XX/XXXX, which puts an unnecessary financial hardship on our family.
Company Response:
State: NJ
Zip: 08859
Submitted Via: Web
Date Sent: 2023-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A