Date Received: 2023-12-12
Issue: Struggling to pay mortgage
Subissue: Foreclosure
Consumer Complaint: 1024.36 Requests for information. violated ive contact this company NUMERous times to get information ( ignored ) explanations or assistance to navigate the website for intimation on their page ( ignored ) 1024.39 Early intervention requirements for certain borrowers. ( violated ) I try to call and its like im on hold for hours to get to a person I don't know what the heck is going on and its been like that for MONTHS!!!! 1024.38 General servicing policies, procedures, and requirements ( violated ) first my modification was denied cause I made the mistake of adding extra income and they wanted the long form of thief information and denied it cause it was supplied but I shown with my income alone I was able to stay in my house so the second modification I do the exact same thing only without the secondary income and they STILL DENIED IT now im in foreclosure and they know PAHAF will pay this loan I gave them the letter showing im in the program and they are back logged yet mr Cooper just continues violating my civil rights Ive emailed XXXX 2023 XXXX XX/XX/XXXX XXXX no replies no answers to why my information isn't unacceptable nothing just the continuances of predatory actions
Company Response:
State: PA
Zip: 151XX
Submitted Via: Web
Date Sent: 2023-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-12
Issue: Struggling to pay mortgage
Subissue: Trying to communicate with the company to fix an issue related to modification, forbe
Consumer Complaint: My husband passed away on XX/XX/23. I called my mortgage company to see if we had credit life insurance and was told we did.My mortgage was then was then sold to a new company on XX/XX/23. I have made no payments since because I was told we had the creidt life insurance. Now the new company is badgering me about my account being delinquite.I have been trying to reach my previous mortgage company but all I get is automated and they tell me to contact my new mortgage company. I don't want to lose my home but I did not know to get this resolved.
Company Response:
State: AR
Zip: 718XX
Submitted Via: Web
Date Sent: 2023-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-12
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: My mortgage company transferred my loan on XX/XX/ from RUSHMORE LOAN MANAGEMENT to RUSHMORE SERVICING/NATIONSTAR The company is showing account closed instead of transfer. Also, Rushmore Loan Management is reporting me 90 days past due when in reality my payments have been transferred to Rushmore Servicing. Company has made a mistake and needs to correct the problem. They are quick to put negative information on your report but slow at correcting the mistakes. please assist in this issue as this is impacting my ability to get fair and reasonable credit.
Company Response:
State: CA
Zip: 91730
Submitted Via: Web
Date Sent: 2023-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-12
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: A complaint was filed against RightPath Servicing for failure to provide DOCUMENTS they ( RightPath Servicing - The Company ) would have reviewed to determine the master insurance policy provided by the borrower did not satisfy the lender 's requirement for interior coverage of the condominium unit. The lender made a demand for forced placed insurance claiming insurance on the unit had " expired '', although the borrower provided proof of insurance more than once. A showing of a comparison of documents, between the lender placed insurance and the master policy provided by the borrower was requested. These documents have not been provided in order to compare the coverages offered by each, and an explanation from RightPath Servicing detailing how they arrived at their determination that their lender placed insurance provides coverage that the master policy provided by the lender does not, has not been submitted as requested. In addition, RightPath Servicing made claims that my " hazard insurance '' had expired and documents proving this claim by RightPath Servicing were requested but have never been provided. No document stating my insurance had expired has been provided, ever. RightPath Servicing then claimed the master insurance policy provided by the borrower was missing the term ( s ) " betterments '' and " improvements '' as well as " walls-in '' and that these terms were required in the master policy. Request for documents proving these terms are required were requested by borrower from lender. Lender has failed to provide these requested documents. RightPath Servicing then claimed there was a previous HO-6 policy placed on my condominium, by the previous lender, whom is also Mr. Cooper, but has failed to provide the documents requested showing proof of a previously existing lender placed insurance policy. If, in fact, there was a previous lender placed insurance policy in place, my monthly mortgage payment would reflect the payments of this lender placed insurance and the fact my monthly mortgage payment remained the same from the transfer to RightPath Servicing, my monthly mortgage payment would have already been assessed for lender placed insurance coverage. RightPath Servicing had increased my mortgage payment by {$1000.00} per month to fund the lender placed insurance they placed on my property. Proof of a pre-existing LPI policy was requested, in the form of documents RightPath Servicing would have reviewed in order to claim there was a previously existing LPI policy in place from the previous lender. The documents requested would have also helped determine if RightPath Servicing was " double charging '' for LPI. To date, NONE of these documents have been provided by RightPath Servicing as requested by the borrower. This complaint can not be dismissed as a duplicate complaint as RightPath Servicing has not complied with the previous request for documents as stated in a separate complaint. This complaint is for failure to provide documents that have not been provided, to date.
Company Response:
State: FL
Zip: 33458
Submitted Via: Web
Date Sent: 2023-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-13
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: I have never been late on my mortgage payment. Mortgage company did not get my annual insurance payment to my insurance company by due date. XX/XX/2023 I was informed my home owners insurance was not paid to the insurance company from my escrow. It was over 30 days before it came to my attention. At that point, I could not find anyone to insure my house. It took me over 60 days after not being insured to find a company to insure the home. My premium went from around {$1300.00} to nearly {$6000.00} a year. Basically doubling my house payment with the new insurance premium.
Company Response:
State: TN
Zip: 37343
Submitted Via: Web
Date Sent: 2023-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-12
Issue: Struggling to pay mortgage
Subissue: Trying to communicate with the company to fix an issue related to modification, forbe
Consumer Complaint: XXXX XXXX XXXX, owner of the house XXXX XXXX XXXX, XXXX XXXX, CA XXXX. I bought from XX/XX/XXXX, to the present and have never purchased insurance from XXXX company, but XXXX company reported it wrong with this person whom I never knew : XXXX XXXX Date of Birth XX/XX/XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, CA XXXX claim number : XXXX. I received notice from my insurance company that someone reported a fire and took insurance money from a XXXX XXXX XXXX XXXX. I confirm that I have never bought insurance from a XXXX XXXX XXXX XXXX So please recheck and remove this case and investigate the person who fraudulently reported it. I have attached information to this email and please see it. Thank you and look forward to receiving your earliest response.
Company Response:
State: CA
Zip: 92840
Submitted Via: Web
Date Sent: 2023-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-12
Issue: Written notification about debt
Subissue: Didn't receive enough information to verify debt
Consumer Complaint: I am troubled to note that my credit report, which previously reflected positive payment history, has suddenly been updated to include inaccurate late payments. I am confident that this information is incorrect and should not be reflected in my credit history. NSTAR/COOPER XXXX Those payments were made on time. I am requesting that the late payment markings be updated to reflect my accurate payment history. I have maintained a positive payment history, and there have been no instances of late payments during the specified period. I am seeking your assistance in conducting a thorough investigation into this matter and correcting the inaccuracies on my credit report. The inaccurate reporting is not only damaging my credit score but also misrepresents my financial responsibility.
Company Response:
State: NY
Zip: 10977
Submitted Via: Web
Date Sent: 2023-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-11
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: Last summer I was notified that my mortgage loan was transferred to Mr Cooper. I set up an online account with the new servicer. When I went to make my mortgage payment I was notified that my loan had once again, been transferred, except this time it was to XXXX. I set up an account with XXXX and made my payment. They had trouble processing it, so I had to do it yet again. The next month, same thing happened, they had trouble processing my payment ( something about not all of my information made it over in the transfer process ) and charged me fees. My payments are deducted from my bank account and I never had trouble until these constant transfers. Finally, kicking and screaming I got that payment through and they promised to waive the fees, but still have not. I made my payment for XXXX ( XXXX payment since the transfers ) on XX/XX/XXXX and then noticed on the XXXX that it still had not been deducted from my checking. I logged into my mortgage account only to find out my loan is transferred again, and it is back to Mr Cooper. For three days I desperately tried to get hold of someone at Mr Cooper. Their systems were down ( not encouraging, in a world of data in-security ). Now I can not, for the life of me, talk to a person. Their automated phone system is ridiculous and impossible to work through. Even their web chat is not allowing live people. When dialing the phone number they provided in their email to me, the bot answer is immediately " you have dialed the wrong number, call this one instead. '' when calling that number, I get stuck in an infinite loop of XXXX bots and circular inquiries. My XXXX payment still has not gone through, my XXXX fees still have not been cleared, I have no idea who has my loan at this point, I can't talk to anyone, the emails they sent are so ridiculous they can be easily mistaken for phishing scams. How am I supposed to trust and work with this mortgage company?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VT
Zip: 050XX
Submitted Via: Web
Date Sent: 2023-12-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-09
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: I made a payment of {$900.00}. Mr. Cooper claims to have reversed {$810.00} of this on XX/XX/23 ( they did not -- they still have the money ) and also now claims I am 8 days late and owe an additional {$84.00}. This company has a long history of crooked and predatory practices under different names such as Nationstar.
Company Response:
State: NC
Zip: 27610
Submitted Via: Web
Date Sent: 2023-12-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-09
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: Mr Cooper AKA Nation Star conducted an escrow analysis and advised of the shortage I was to pay in the amount of {$26.00} by the deadline to prevent my mortgage payment from increasing effective XX/XX/XXXX. However, despite paying the shortage on time the Mr. Cooper still increased my mortgage payment. I have already asked them to correct this error and instead of restoring my mortgage payment back to the original amount they justified the increase. This is extremely unethical, not to mention a bait and switch. In bringing this to light, it's my hope that regulatory entities will hold them accountable, make them correct their intentional error and investigate their unethical practices.
Company Response:
State: NV
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-12-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A