Date Received: 2023-12-19
Issue: Trouble during payment process
Subissue: Paying off the loan
Consumer Complaint: I was selling my house, the closing date was XXXX XXXX. My title company requested the payoff statement from the mortgage company. The mortgage company sent the payoff statement but their figures included interest charged until XXXX XXXX ( I am not sure if this is a standard procedure to collect more interest in advance? ). The mortgage was paid off on XXXX XXXX. I received my escrows back but not the overcharged interest. I tried calling the mortgage/servicing company several times but it said every time that they were closed which I found strange. I then asked for assistance from the title company that i used for this transaction. They were able to get a hold of the company without issues. They asked for the breakdown on XXXX XXXX but nothing happened. The title company then called the servicing company again on XXXX XXXX to follow up and i was also present on the call. We were told the breakdown has been requested and i should receive it within 14 business days. Nothing happened. The title company tried to reach out again but from that point they were getting the same message - office is closed. It almost looks like the servicing company blocked mine and the title company 's phone numbers. The title company emailed them for a week but no reply at all.
Company Response:
State: FL
Zip: 342XX
Submitted Via: Web
Date Sent: 2023-12-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-19
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: Mr. Cooper bought my loan in XXXX of 2023 and this is a 2nd time that we are receiving email that we are receiving email that some personal info were leaked. See the latest email : On XX/XX/2023, our information security team identified an external threat to our network and locked down our systems while we resolved the issue. Over the following weeks, our investigation revealed that certain customer personal information had been compromised. We have been working closely with cyber security experts to determine the full extent of the impact. We can not pay our mortgage or be able to use website if need any info regarding our mortgage. I also do not feel safe with this mortgage company and the way they are handling business
Company Response:
State: OH
Zip: 43085
Submitted Via: Web
Date Sent: 2023-12-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-19
Issue: Problem with fraud alerts or security freezes
Subissue:
Consumer Complaint: Found out today that Mr Cooper experienced a third data leak - the third in three years. This time, however, all of the owners whose mortgage Mr Cooper holds had their PII taken in this data breach. Names, address, SSNs, financial accounts and records, work history - all of them information taken for all of the nearly XXXX XXXX owners. How can a company whose business is to administer a loan ( not provide loans, but rather just hold and collect on them ) not make security of their assets a number one priority? For it to be this frequent is startling. Worse still is that us, the mortgage holders, can do nothing about it as we can't move on from Mr Cooper as they own our loan ( even though we didn't take a loan with them ). Can you look into this matter?
Company Response:
State: VA
Zip: 22207
Submitted Via: Web
Date Sent: 2023-12-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-18
Issue: Problem with a company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: On XX/XX/XXXX, I spoke with a member of Mr. Cooper regarding some inconsistencies in mortgage payment information being reported to the consumer credit unions. I was told not to worry, that the mortgage was current, and that they would look into what the cause of the mis-reporting to XXXX & XXXX XXXX Less than 2 week later, news of a massive cyber attack and customer information breach was released by Mr. Cooper. I called back on XX/XX/XXXX ( today ), to get more information and was told multiple inconsistent facts ( the phone call is recorded - both by me- and I informed the customer service rep that I would be recording- and by Mr. Cooper ). The agent told me no banking information was stolen & then backtracked when I read her the article saying the exact opposite - that Mr. Cooper had a data breach and the personal information, SSN, and banking information was stolen for almost XXXX XXXX customers. The Mr. Cooper representative then said that she really didn't know anything & had no way of knowing if my account & information were amongst those exposed. I am tired of the banking & financial institution industries being allowed to sell mortgages anytime they want to other banks & financial institutions which DO NOT meet the security and diligence requirements that customers should be allowed to demand as those are researched and compared when I initially applied for and signed for my mortgage with a different bank. The customer has zero control what happens to their personal information after the banks start trading mortgages to make their books look temporarily better in time for paying out bonuses, etc. I'd like to file a complaint against Mr. Cooper for buying my information without my consent & then losing that information through faulty cyber & physical security measures, which all customers should be allowed to vet prior to their mortgage being sold. I plan to file a lawsuit against Mr. Cooper in civil court as well with the hope of pursuing class action status. If my personal information was compromised, 2 years of credit monitoring does not do anything to help with the hours of clean-up and remediation required to fix what Mr. Cooper failed to protect. I will continue to pursue this until the matter is closed to my satisfaction. I did previously file a complaint against XXXX XXXX for failing to provide the XXXX notice required when selling mortgages in XXXX- mostly on account of the poor reputation of Mr. Cooper- which of course, I had no choice over. Customers personal information can be moved from bank to bank to bank without the customer having any voice. My only option is to refinance with a different financial institution at my own expense.
Company Response:
State: IL
Zip: 60089
Submitted Via: Web
Date Sent: 2023-12-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-16
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: My mortgage was sold to Mr. Cooper as of the XXXX of this XXXX. Mr. Cooper didn't have the loan set up until the XXXX. I have had nothing but problems from this company. I needed more information about paying on line with them because they push check paying by mail. I won't pay by mail. I had problems with this method before. It is easy to say that the check didn't get there on time and get those penalty funds build up. They also say they offer pay by phone and their website. Their website is a nightmare. It constantly has pop ups for new mortgages and loans which are full page ads. Yet when I try to do anything with my loan there is a banner on the left hand side of the screen blocking that side. I have tried every way to remove this banner and can't. I can't read what is behind it. I don't want to be auto pay, I don't want another loan or anything else I can't see they want me to agree on. I am not clicking on something I can't fully read on their website. I want to know about going paperless, what their provisions are for their grace period is and about their other procedures. The welcome letter I received from Mr Cooper to introduced themselves was only generalized .... don't worry we are a good company... nothing will change. I have tried numerous times to get a live chat but no one is ever available. The automated chat never knows what you are want and always winds up asking for you to enter your email and they will put you in line for a live chat agent. I have never dealt with a company that puts you in an email line to make contact with their customer services. This is substandard customer communication. I NEVER received any appointments in follow up email. I have tried going to their XXXX page but they have all commenting locked down. Messaging them on XXXX gets no reply. I have repeatedly called 3 different phone numbers given out by Mr Cooper, XXXX, XXXX, and their Executive Customer Service Team. All automated with limited selections to chose from. If you ask for customer service the automated system will say I understand you want customer service. The service then says it will take you there but it just takes you to it repeating another limited selection of choices. It always ends with them saying goodbye and hanging up on you. The Executive number is different because the automated system is a female voice that hangs up on you. I had no say and have no choice but to be stuck with derelict Mr. Cooper. I found out their whole system was attacked by ransomware a month ago. This also shows how much this company cares about it's consumers by not having protection. I would like to talk to a real customer service rep and be able to read the screen on there website. This company has shown nothing but unacceptable service to me. And I haven't made my first payment with Mr Cooper yet.
Company Response:
State: PA
Zip: 19040
Submitted Via: Web
Date Sent: 2023-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-16
Issue: Charged upfront or unexpected fees
Subissue:
Consumer Complaint: Mr. Cooper, the nations largest nonbank servicer of mortgage loans, will refund customers nearly {$90.00} million and pay a civil penalty of more than {$6.00} million to settle a lawsuit claiming it violated the rights of over XXXX customers, some of whom it had illegally foreclosed on. When Mr. Cooper then known as Nationstar bought thousands of mortgages through XXXX bulk purchases, it frequently failed to identify loans with existing modifications, according to the lawsuit, which was filed by the Consumer Financial Protection Bureau. Those modifications allowed the borrower to make trial payments, which would then require the servicer to permanently modify the loans. But Mr. Cooper often didnt take those mods into account, and then foreclosed on thousands of those borrowers, damaging their finances and credit, the CFPB and state attorneys generals for 53 states and territories said on Monday. Mortgage servicers are entrusted with handling significant financial transactions for millions of Americans, including struggling homeowners, said CFPB Director XXXX XXXX in a statement. [ Mr. Cooper ] broke that trust by engaging in unfair and deceptive practices prohibited by the Consumer Financial Protection Act of XXXX as well as violations of the Real Estate Settlement Procedures Act and the Homeowners Protection Act. Specifically, the CFPB alleged that between XXXX XXXX and XXXX XXXX XXXX, Nationstar : Failed to identify loans on its systems that had pending loss-mitigation applications or trial-modification plans, and as a result failed to honor borrowers loan modification agreements. Foreclosed on borrowers to whom it had promised it would not foreclose while their loss mitigation applications were pending Improperly increased borrowers permanent, modified monthly loan payments, mispresented to borrowers when they would be eligible to have their private mortgage insurance premiums canceled, and failed to timely remove private mortgage insurance from borrowers accounts. Failed to timely disburse borrowers tax payments from their escrow accounts and failed to properly conduct escrow analyses for borrowers during their XXXX XXXX bankruptcy proceedings. According to the release, if entered by the court, Mr. Cooper would be required to immediately set aside about {$15.00} million to pay borrowers it has not remediated prior to the orders effective date and to certify that it has already paid approximately {$57.00} million in redress to other borrowers affected by the conduct alleged in the complaint. We are holding Nationstar accountable for harming homeowners by improperly servicing their mortgage loans, said Delaware Attorney General XXXX XXXX. The new servicing standards in this settlement will help ensure Nationstar does not repeat this conduct. The consent judgment also requires Mr. Cooper to follow a detailed set of rules or servicing standards related to how it handles certain mortgage loans. These servicing standards are more comprehensive than existing law and will be in place for three years starting on XXXX XXXX XXXX Mr. Cooper has negotiated several multi-million dollar settlements in the past for violations of state financial laws, including the California Department of Business Oversight in XXXX for overcharging borrowers and failing to properly investigate consumer complaints and unfair and deceptive business practices filed by the New York Department of Financial Services in XXXX In a statement following the news of the settlement, Mr. Coopers Chairman and CEO XXXX XXXX said the company was pleased to resolve the matter. When these issues were identified several years ago, we immediately made restitution to our impacted customers and invested in process improvements to prevent reoccurrence, he said in a prepared statement. Since then, we have continued to invest in technology, people, and leadership to ensure that our compliance and risk management programs not only meet our regulators expectations but also support sustainable growth and maintain our position as an industry leader. XXXX further said Mr. Cooper has worked on developing a culture of customer advocacy, which he said had driven customer complaints to record low. Mr. Cooper services over 3 million mortgages in the U.S., with a total of over {$500.00} XXXX in unpaid balance.
Company Response:
State: FL
Zip: 33185
Submitted Via: Web
Date Sent: 2023-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-15
Issue: Trouble during payment process
Subissue: Loan sold or transferred to another company
Consumer Complaint: When we attempted in XXXX to pay our mortgage to Mr Cooper, we were unable To log into the online payment app. We have always paid every XXXX weeks and were up to date with payments. We were unable to contact the company by phone or email and received nothing by mail or email. From reading some articles online, it seems that our mortgage was now to be with XXXX services, some offshoot of Mr Cooper. We paid via a phone app for XXXX but felt very uncomfortable, it all seemed very unprofessional and cagey. Now the XXXX site is saying mortgages have transferred XXXX. We still have had no written or email communication and attempts to call or use their live chat has been unsuccessful. I have tried XXXX today and as usual the lines to speak to either a real or virtual person are crammed. I do not feel comfortable paying a different random person each month without some kind of formal communication. According to XXXX website, this site is not authorized by the New York XXXX Department XXXX XXXX XXXX. No mortgage loan applications for properties located in the state of NY will be accepted through this site
Company Response:
State: NY
Zip: 145XX
Submitted Via: Web
Date Sent: 2023-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-15
Issue: Struggling to pay mortgage
Subissue: Trying to communicate with the company to fix an issue related to modification, forbe
Consumer Complaint: Right Path took over our mortgage loan and once this happened everything fell apart due to their unethical servicing practices once the servicing was transferred from XXXX XXXX. Our family was dramatically impacted by Covid resulting in income loss and our original mortgage company XXXX XXXX offered the CARES act forbearance as required by the government. Once the hardship was resolved and the forbearance ended in XX/XX/XXXX XXXX XXXX followed government guidelines and began the process of reviewing our financial situation for a solution to address the arrearages and were told they were likely going to recapitalize this amount into the balance of our loan. However, the loan then got transferred to Right Path and instead of completing a review for options to recapitalize or defer or modify the loan to address the forbearance payments they instead demanded full reinstatement. This is in complete violation of CARES program guidelines as servicers are REQUIRED to work with borrowers and review financials to offer all options to address the forbearance arrearages. When we pushed back we were eventually put into review for a workout program to address the arrearages. This process took several months and we had multiple points of contact but at the end of the day were told there were no options to help. The account manager XXXX XXXX told us that the reason we were denied was because a restructure of our loan would result in the monthly payment increasing ( even though we had sufficient income to afford a higher payment ). XXXX XXXX told us NOT to appeal and that he would request a managers exception since this was the result of Covid income loss and forbearance that had been granted by the servicer, and should be approved since the hardship was resolved and we have the ability to pay. However, we have not heard from anyone at Right Path since that conversation and now we are facing a foreclosure sale date of XX/XX/XXXX. This is not right. Our delinquent payments were part of an authorized government forbearance, and Right Path is required to work with us to come up with a program to address the arrearages so that we can resume making mortgage payments and save our home. My husband XXXX XXXX passed away in XXXX and I struggled emotionally and financially. I was able to get approved for a loan modification with XXXX XXXX in XXXX which helped. I had no problems until Covid 19 hit our family in XXXX. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. My husbands employer shut down and laid off all employees in XX/XX/XXXX. I work as a XXXX XXXX and XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. Due to these issues there was no income and I called in to XXXX XXXX and found out about the new Covid forbearance. The agents said dont worry about it ; just touch base with us periodically. We started the forbearance in XXXX of XXXX and by the time the program ended in XX/XX/XXXX we were back on our feet. We entered into this government program because we were told that the lender would work with us on a solution to cover the delinquent payments and recapitalize or modify the loan so we could make the regular payment. Instead Right Path is demanding full reinstatement and threatening a foreclosure sale in violation of guidelines.
Company Response:
State: OR
Zip: 97223
Submitted Via: Web
Date Sent: 2023-12-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-15
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: I have tried to save my home and yet U.S. Bank refuse. I initially believed the lender refuse to correct an internal failure during a corporate transfer when it took my mortgage payment, unapplied it, then initiated foreclosure against me for the internal mistake. ( see proof of claim 2.1 page 4, " unapplied balance '' column o. See also pgs. 4-12 ) But after U.S. Bank added my known abuser 's name to the foreclosure complain then proceeded to obtain a judgment for foreclosure and a sale date during the pandemic and my bankruptcy automatic stay. I asked the know abuser why U.S. Bank initiated the foreclosure, refuse modification and added his name to the foreclosure complaint? The abuser stated the foreclosure was initiated because there is a plan to XXXX me and give him my home. U.S. Bank have yet to explain why the abusers name was been added to the foreclosure complaint. U.S. Bank filed a false proof of claim that was initially disallowed. I filed another XXXX XXXX bankruptcy on XX/XX/2023, but U.S. Bank refuse modification mediation and the terms in the proof of claim appear to be reverse redlining. ( see proof of claim number 2.1 pt2 page 7 ) Will I actually lose my home due to these predatory lending practices?
Company Response:
State: IL
Zip: 60628
Submitted Via: Web
Date Sent: 2023-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-16
Issue: Trouble during payment process
Subissue: Loan sold or transferred to another company
Consumer Complaint: Mortgage fraud. Illegal fees assessed. Refuse to accept payments. Reporting negative reports to credit bureaus. They are sitting on my checks for months.
Company Response:
State: CA
Zip: 910XX
Submitted Via: Web
Date Sent: 2023-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A