Date Received: 2023-12-23
Issue: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: Was on forbearance but continued to make payments, when forbearance ended, XXXXtheir portal kept showing different amount owed. I ended up paying over {$18000.00} which since my payment is {$850.00} a month, that is over 2 years of payments. I never received the letter on XX/XX/XXXX, at that point Id already paid over {$18000.00} and today as I was reviewing my account I noted that Cooper took {$5000.00} in XXXX of XXXX out of the {$18000.00} + I paid after forbearance ended and placed it in escrow. I was on forbearance for a year, and made payments throughout,, yet my new statements state Im short on escrow, where did that {$5000.00} go? My taxes are only {$1500.00} due XX/XX/XXXX, it was paid, where is {$5000.00}? In XXXX they refunded {$2400.00} for the forced place flood theyve been taking since XXXX, and they still charged {$610.00} in XXXX of XXXX and {$660.00} in XXXX of XXXX, it is quite clear they are adding in charges hoping to foreclose on borrowers homes. The following is what theyve taken for forced placed flood since XXXX XXXX {$660.00} XX/XX/XXXX {$660.00}, XX/XX/XXXX {$610.00}, XX/XX/XXXX {$550.00}, XX/XX/XXXX XXXX ( customer service rep said they paid my insurance with the funds, I asked who my insurance company was, she said XXXX XXXX no its through my HOA yet they were still paying XXXX for XXXX policies that they were just fined {$91.00} XXXX for ) also just this year, XXXX, after a supervisor, XXXX XXXX said shed monitor and make sure they would stop with the forced place flood insurance as they received the proof that it was through my HOA, from me, from a XXXX XXXX and even our Management company First Service ) they took two payments immediately ) XX/XX/XXXX {$610.00} and XX/XX/XXXX {$660.00}. Thats $ XXXXsubtract {$2400.00}, that was finally refunded in XX/XX/XXXX and there is still {$3100.00} that they owe me. To make matters worse, then they took {$5000.00} in XX/XX/XXXX, where the XXXX is this money? Im going to report to every other agency as this is criminal and with the economy it is reprehensible. I only owe $ XXXX on my home, I have friends and family that will pay it off if needed, so they dont have a chance of stealing this home, but the XXXX needs to stop. I have spent countless hours of my valuable time reviewing their XXXX. It. They are scamming borrowers and CFPB is just accepting their XXXX excuses? Why?
Company Response:
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-12-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-23
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: The web portal for Mr. cooper powered by service mac is not working and has not been for a long while. They list no contact number, the only option for support is chat. When progressing through a chat to get to a real representative, the chat has an error and closes. I can not reach them to make a payment or to ensure my taxes and insurance are being properly paid via escrow.
Company Response:
State: AL
Zip: 35749
Submitted Via: Web
Date Sent: 2024-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-24
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: XX/XX/23 contacted mr.cooper servicemac costumer service for portal being down. Have tried logging in since XX/XX/23 website still down unable to make payment. XX/XX/23 notified that service XXXX XXXX address is not responding and XXXX will keep attempting to send it for XXXX hours
Company Response:
State: AZ
Zip: 85326
Submitted Via: Web
Date Sent: 2023-12-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-23
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: Mr. Cooper force placed insurance on my loan with them via an escrow account ( originally signed with XXXX XXXX before being transferred to Mr. Cooper without my knowledge or authorization ) in XXXX of XXXX although I had home insurance. I did not receive this request nor did I receive notification of this action. In XXXX I was charged {$250.00} in addition to my regular mortgage of {$1600.00} ( {$1300.00} principal + {$260.00} in interest. Since then I have been charged {$76.00} in monthly escrow charges from XX/XX/2023 through XX/XX/2023 ( 6 months x {$76.00} ) for a total of {$450.00} and when added to the initial charge of {$250.00} for a grand total of {$710.00}. In XXXX I provided them with proof of my self obtained insurance and they canceled their force placed insurance. Mr. Cooper has continued to charge the escrow fees as detailed above despite more than half a dozen written requests and several phone calls asking to remove these charges and refund all fees paid. Their their staff have failed to be even remotely helpful at best, and incompetent at worst. They also claimed to have sent a check to my insurer ( as to why I have no idea ) which was never received and in fact was traced via XXXX XXXX tracking to a mail room in Texas. No further information on that has been provided. I've received multiple letters that are nothing more than delay tactics I'd describe as tap dancing. Based on my experience and their poor responses, it is my belief this is a predatory practice used to swindle borrowers that may not have the resources, wherewithal, or sheer endurance needed to get this company to do the right thing. The remedy is clear : Cancel all future charges and refund the money they have unfairly and very likely illegally stolen from people via this process, and quire possibly others. I would be shocked if there aren't thousands of people being bilked by Mr. Cooper 's predatory force placed insurance tactic.
Company Response:
State: CA
Zip: 900XX
Submitted Via: Web
Date Sent: 2023-12-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-23
Issue: Struggling to pay mortgage
Subissue: Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-li
Consumer Complaint: Im contacting you in hopes that you can reach out to the lender on my behalf. I have been submitting income documentation since XX/XX/XXXX to the tune of XXXX documents. Multiple bank statements from 4 separate accounts ( business and personal ), multiple LES, child support orders and the support history from the OAG office and they still sent my application back again today stating they need more information. The dashboard does not state what information is missing. They make me call and speak to a customer service representative, who doesnt even work with the loan officer team. I have not been able to speak with any of the loan officers directly about my case and I truly believe that they are purposely delaying my application so that can cause my loan to go into a default status. They have kicked my application back at least 7 times in XXXX alone. I submitted the documentation for another expense on the XXXX XXXX XXXX statement I submitted back in XXXX that they just now requested along with a Payoff letter for the account and a letter of explanation all on the same day. I called XX/XX/XXXX to follow-up since I have not gotten a response on the status since the last documents were submitted XX/XX/XXXX and I was told nothing else is required. Now, yesterday XX/XX/XXXX they are saying they need another letter of clarification even though I provided that already. I have attached a screenshot with all the documents submitted to date since XXXX. I have also attached the documents from the expense they requested clarification on earlier this month. They told my VA rep they did not receive them per the emails that I attached, but you can see the date of submission is XX/XX/14 in the screen shot from their portal. My property mortgage pay-off balance is {$130000.00} is appraised at over $ XXXX, so I it's evident what they are trying to pull. I am veteran. This is intentional and discriminatory. They are denying me a fair opportunity to modify my loan under the VA protections against foreclosure and to lower interest and they are purposely trying to delay my application until the program expires. My income qualifies for a $ XXXX loan modification and I have proven that XXXX times over.
Company Response:
State: TX
Zip: 77047
Submitted Via: Web
Date Sent: 2023-12-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-23
Issue: Problem with a company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: Nationstar mortgage doing business as Mr. Cooper failed to notify me in a timely manner of the compromise. Far more than thirty days passed before I received details of the intrusion- was I effected ; what was lost in the intrusion. Further about 60 days passed before I was made aware of free credit monitoring, etc. Phone calls to them resulted in a run-around and no concrete information
Company Response:
State: VA
Zip: 22180
Submitted Via: Web
Date Sent: 2023-12-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-23
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: Long and short of it, XXXX XXXX, owned by a company known as Mr. Cooper, has deducted a {$1000.00} escrow payment we made to our previous servicer, XXXX XXXX XXXX, from a {$2500.00} Escrow Balance that transferred when XXXX XXXX acquired our loan. Full documentation of all transactions is provided in the attached files. Question is, where did the {$1000.00} go? A question that's yet to be answered.
Company Response:
State: OH
Zip: 434XX
Submitted Via: Web
Date Sent: 2023-12-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-22
Issue: Struggling to pay mortgage
Subissue: Foreclosure
Consumer Complaint: We filed a complaint with CFPB against XXXX and on XX/XX/2023 received their reply. This response letter doesnt fully answer the concerns of our complaint truthfully, although it does admit to mistakes and errors on XXXX XXXX answers to us previously. Please see attachment of XXXX Response letter. XXXX. Once again. We are attaching the letter from Rushmore Servicing that states on their very own letterhead that the investor is XXXXXXXX XXXX XXXX XXXX for XXXX Asset Backed XXXX XXXX clearly contradicting their response that XXXX XXXX XXXXXXXX XXXX for XXXX XXXX XXXX is the investor. However, now on XXXX XXXX XXXX response to XXXX is that they could not find this letter even though it was included in the attachment of the complaint and they should have easily been able to find the letter and answer honestly to the multiple investors names given to us. We continue for a truthful explanation when they look at the attachment of the letter we have helped them find. XXXX. XXXX continues to overcharge our account legal fees of which demand a line item of all legal fees, maintenance fees and other fees which they never ever give a breakdown of each line item as requested and continue to just provide a meaningless spreadsheet that provides no information on it that we requested. XXXX. Lastly, XXXX XXXX continues to state that a Foreclosure Sale has been put on hold. There is not even a Foreclosure complaint with the NJ Courts that has begun and we will strongly defend against, for them to even claim that a Foreclosure Sale is imminent and the intimidation and harassment they are employing is causing great stress and mental anguish.
Company Response:
State: NJ
Zip: 088XX
Submitted Via: Web
Date Sent: 2023-12-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-22
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: During my bankruptcy my balloon payment came due and my lawyer for my bankruptcy shut his firm down without telling me, so I had no info on what to do or how to take care of the loan. During bankruptcy my loan company would not talk with me about the loan so now that I have finished my bankruptcy they want full payment and wont do anything to help me to keep my home. I have asked for a loan modification or anything they can do to help and all I get is that I need to pay in full or short sale, I have no problem paying the loan payments if they would just work with me. XX/XX/XXXX they want to start foreclosure loan due date was XX/XX/XXXX. The amount is {$39000.00} I had to pay off my bankruptcy in the amount of {$45000.00} is why I did have any extra money after to pay the loan off.
Company Response:
State: MT
Zip: 590XX
Submitted Via: Web
Date Sent: 2023-12-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-21
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: In early XXXX, XXXX, I recieved a letter from the company stating my personal info HAD been compromised and they were offering credit monitoring. The letter got misplaced and they have refused to provide me a copy of that letter. Their cybersecurity people stated they had the letter but only XXXX could send it. XXXX denied having it. Customer service, when I asked to speak to legal said 1. Mr Cooper had no legal dept 2. Mr Cooper has a legal department, but they haqve no phones 3. That they aren't allowed to contact the legal department. They then tried to send me a not-our-fault letter via email, but my request for a copy of the original letter has not been fulfilled. Mr Cooper is engaging in obstruction by not providing my letter
Company Response:
State: FL
Zip: 32901
Submitted Via: Web
Date Sent: 2023-12-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A