Date Received: 2024-02-15
Issue: Closing on a mortgage
Subissue: Delays with the closing process
Consumer Complaint: We received your complaint. Thank you. We will review your complaint. Depending on what we find, we will typically : Send your complaint to the company for a response ; or Send your complaint to another state or federal agency, or help you get in touch with your state or local consumer protection office ; or Let you know if we need more information to continue our work. YOUR COMPLAINT We are selling our house in XXXX to qualified veteran buyers who are assuming the loan. We started this process in XXXX of 2023. Our buyers had submitted all necessary documentation to XXXX XXXX Mortgage for the loan. They signed the closing disclosures on XX/XX/XXXX and we were set to close before the initial closing date of XX/XX/XXXX. Over the holidays, we consistently called and spoke with people at XXXX regularly and they assured us that they understood that we needed to close in XXXX because we are buying a house in XXXX. On XX/XX/XXXX our title company had still not received any more information, so I called XXXX and they said that our loan had been sold. I said, " we are supposed to close today, what do you mean it has been sold? '' They couldn't give us any information because the new loan was not pulling up in their system until XX/XX/XXXX. We moved into the home we are purchasing in XXXX with a short term rental agreement from XX/XX/XXXX through XX/XX/XXXX. Our sellers in XXXX were kind enough to extend our rental through the end of XXXX so that we could close on the home in XXXX. I called and called XXXX and they never had any updates for us, they just said that they would put in a ticket to call us back. That never happened. I have filed XXXX complaints with the XXXX and XXXX replied that they understood that we needed to close in XXXX. It is now XX/XX/XXXX and if we do not close on the home in XXXX and the home in XXXX in XXXX, there will be two veteran families with children ( XXXX is XXXX XXXX ) who will be homeless. This is a very severe emergency and we are unable to reach anyone at XXXX who will help us. Apparently this happened to thousands of veteran families who were in the assumption process when XXXX sold the loans without allowing the assumptions to go through before changing the servicer to Mr. Cooper. I have called and emailed XXXX XXXX at Mr. Cooper multiple times and have never received a reply or a call back. I have requested that the VP call me every single day this week and there has been no call to me from Mr. Cooper to give us our closing date. We are about to be homeless because XXXX transferred our loan to Mr. Cooper when the assumption was already supposed to be completed in XXXX of 2023.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MN
Zip: 55317
Submitted Via: Web
Date Sent: 2024-02-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-15
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: In XXXX of XXXX my husband applied for a Covid relief forbearance and I was not informed of his decision. XXXXNationstar did not explain that they entire amount would come due when his year long forbearance was up. Fast forward to XXXX of XXXX. They were calling me demanding payment. Of course I had no idea on what was going on. I have been trying to get this FIXED since XXXX. There is always something going on. They need to see paystubs, they don't understand the paystubs, they need a letter from my employer trying to determine what type of employee I am when it clearly shows I am a 12 month employee. Having to submit paperwork again and AGAIN with things circled showing they already received it. My husband 's allotments ( things paid out of his military retirement pay ) went down but all they are worried about is what does that amount belong to. NOT that it's just putting more money back the household. I have submitted THREE applications for this and everytime they expire because of lack of work on THEIR end!!!! I just hung up with the company yet again and she said she would send over yet another new application and couldn't even send the right thing. IN ADDITION, they would not accept a letter from my husband explaining his LES because it wasn't signed. When did that become a thing?! We have wanted to make payments on our account, while trying to get the back due paid ... and they will not accept ANY payments so now instead of wanting money for 12 months, they want money for 19 months.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: PA
Zip: 166XX
Submitted Via: Web
Date Sent: 2024-02-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-13
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: On XX/XX/XXXX, I received a notice in the mail from my city tax collector stating that I had a delinquent tax bill on my house from XX/XX/XXXX. The letter stated that if I do not pay the delinquent bill and interest accrued by XX/XX/XXXX, my house will be listed for tax sale. I was confused by this because I had an escrow account with my mortgage company, Mr. Cooper and had never been late or missed a payment. I also checked on Mr. Cooper 's website and saw that they had made all payments. I immediately called Mr. Cooper 's customer service line and spoke to a rep. The rep did not understand my inquiry at first and I had to explain it several times. After some discussion, we determined that my home had two parcels and that Mr. Cooper had only paid for one parcel in XXXX. Therefore, Mr. Cooper never made the tax payment for the other parcel in XXXX and there was a delinquent bill. In XXXX, my home underwent a tax assessment, and the tax bills for the two parcels were then billed as one bill. Therefore, the XXXX tax bill was paid without issue. The rep assured me that the issue would be looked at first thing on XX/XX/XXXX and to call back in 7 days if I do not receive a letter from Mr. Cooper stating that the issue had been resolved. On XX/XX/XXXX, I still did not hear anything from Mr. Cooper, so I decided to send them a copy of the delinquent tax notice on the website and request an update from my call on XX/XX/XXXX. I received a reply on XX/XX/XXXX stating that the research team would have to look into my question and would respond in XXXX business days. On XX/XX/XXXX, I still did not receive any information from Mr. Cooper, so I called the customer service line once again. The automated service kept telling me that my taxes were paid and then hung up on me. I kept calling and trying until I could speak with a representative. The rep reiterated the message I received on the website and told me that I would have to wait the XXXX business days from XX/XX/XXXX to get an update. I asked about my XX/XX/XXXX phone and the rep stated that the wrong tax code was entered so that would delay the process. The rep then said actually the correct tax code was entered so I should receive a response by XX/XX/XXXX, or XX/XX/XXXX at the latest. On XX/XX/XXXX, I still did not receive any information from Mr. Cooper. I called the customer service line again and once again ran into issues with the automated service stating all taxes were paid followed by ending the call. I eventually got through to a customer rep who reiterated that all taxes had been paid. I stated that I had a delinquent tax notice and would like an update from my calls on XX/XX/XXXX and XX/XX/XXXX. The rep told me once again that all tax bills had been paid by Mr. Cooper. I explained the issue once again to which the rep claimed that I did not have an account with Mr. Cooper prior to XXXX and that I should contact my previous mortgage company, XXXX. I stated that I made my first payment to Mr. Cooper in XX/XX/XXXX, and I did have an account since XXXX. The rep then told me once again that all tax bills had been paid and that Mr. Cooper would not miss a payment. I once again explained that there are two parcels and that Mr. Cooper did not pay the bill for the second parcel in XXXX. The rep then put me on hold for 15 minutes. After this, the rep answered and acted like she couldn't hear me on the phone. She then hung up and ended the call. After this instance, I tried to call back to customer service, but ran into the same issue with the automated system. I decided to try the chat on the website instead. After speaking with a rep in the chat, I was told to send an email to another address explaining my issue and to allow 5 business days for it to be rectified. I stated that the bill was due in two days, on XX/XX/XXXX or my house would be listed for tax sale. The rep told me " no worries '' and that they would rectify the issue. I found this entire process to be extremely frustrating and unprofessional from Mr. Cooper. They have been misleading and argumentative throughout this whole process. Even though I made all of my payment on time and in full each month, I am now worried that I am going to lose my home because they did not pay the tax bill like they were supposed to. To add to the frustration, it is clear that the customer representatives simply do not care at all about my issue.
Company Response: Company believes complaint is the result of an isolated error
State: RI
Zip: 02889
Submitted Via: Web
Date Sent: 2024-02-13
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-08
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Our credit was unfairly and fraudulent reported due to United Mortgage Company and XXXX XXXX resulting in a low score, which we have NEVER had. United Mortgage Company transferred our mortgage to XXXX XXXX and did not inform us as my understanding of the Truth in Lending Act requirement. We received letters in late XX/XX/XXXXXXXX from XXXX XXXX of a " data breach '' which we thought was junk mail. We finally received a notice from the VA ( on XX/XX/XXXX ) we were over XXXX delinquent as did not know our autopay was purposely stopped ( it was in a savings acct so did not notice right away ). I immediately paid the {$5100.00} to UMC on XX/XX/XXXX, which they accepted, they would not answer why my autopay was stopped and I could not reach a real person, only AI messages. I finally noticed on the VA letter of strange mortgage company XXXX XXXX and figured out my loan must have been transferred since I got the data breach letters-however when I called XXXX XXXX, they did not know of my loan. When I complained to UMC they told me to call " customer relations '' -which was really XXXX XXXX . UMC ignores or lies about everything, it is horrifying such a mortgage company is allowed to do this. We still have not received anything from XXXX XXXX or properly notified our loan was transferred and terrified to make a pymt to XXXX XXXX as they are a scam company-they owe customers thousands in lawsuits and now breached both my husband and my data-we are XXXX veterans and live on XXXX-this is unacceptable. I contacted the VA and will not help. I have no idea who our true mortgage company is and now our data is breached and my credit is RUINED. My score has historically been in the XXXX or high XXXX 's for over 40 years. Now it is in the low XXXX and no one will help me, I asked right away for UMC to make certain they notified me of changes and correct any reports sent to credit agencies. Please help.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 324XX
Submitted Via: Web
Date Sent: 2024-03-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-08
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 called the company several times attempting to request a 2023 mortgage interest statement. I leave messages and the company will not return my calls or send the statement.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: KS
Zip: 672XX
Submitted Via: Web
Date Sent: 2024-02-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-07
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: My mortgage was sold to Mr. cooper and the result was this month my credit score was impacted and went down XXXX points. I have not missed any payments and have done nothing other than continuing automatic payments. I believe they made some type of error that has resulted in my credit being impacted and I would like them to be held accountable. I am unable to reach them as their automated system will not allow me to speak to a representative.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78744
Submitted Via: Web
Date Sent: 2024-02-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-07
Issue: Trouble during payment process
Subissue: Private mortgage insurance (PMI)
Consumer Complaint: I requested an appraisal on my property in order to remove PMI, since property values in my area have greatly increased over the past XXXX years. A broker came out to my house and provided a brokers price opinion. His report had multiple incorrect items and the price he concluded could not be backed up by numerical values of other homes in the same neighborhood. His price was also XXXX less than my homes value for property taxes. The broker was not familiar with the area and shouldnt have been called out by the mortgage company. The mortgage company denied my request to remove PMI. I appealed the decision and provided multiple examples of why the brokers price opinion was inaccurate. I also calculated the price per square feet of local comps in order to provide the mortgage company an estimate on my homes value. I received a phone call on XX/XX/year> at XXXX XXXX. The agent stated my appeal was received but the value of my home didnt change. I asked him how they supposedly calculated my homes value and he said he didnt know. He then said he would send me the report in order to answer my questions ; I never received the report.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: GA
Zip: 30315
Submitted Via: Web
Date Sent: 2024-02-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-06
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: I believe my escrow analysis was incorrectly calculated in XXXX of XXXX, causing an escrow shortage of {$220.00} for XXXX thus increasing my monthly payment from {$1200.00} to {$1200.00}. In XXXX of XXXX, I was issued an overage refund of {$140.00}, and my monthly payment was lowered from {$1200.00} to {$1200.00}. The total difference in payment for the year was {$320.00}. The overage refund and the lowered payment amount together equal {$470.00}. Had the XXXX analysis been done correctly, there would not be a projected deficit for XXXX. Additionally, my property tax went down from {$1600.00} to {$1500.00} and therefore is not the source of the projected deficit. However, my mortgage company paid this tax late and therefore incurred a 10 % fee. I do not believe I should be penalized for this negligence. My insurance premium only increased by {$120.00}.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: SC
Zip: 298XX
Submitted Via: Web
Date Sent: 2024-02-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-05
Issue: Struggling to pay mortgage
Subissue: Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-li
Consumer Complaint: I have a mortgage with Nationstar Mortgage LLC DBA Mr. Cooper. Around XXXX of XXXX I received a paycut from my current job and have become unable to make my mortgage payments. I have reached to the Company numerous times to explain my situation but they quickly mentioned eviction without even suggesting how they could assist or what can be done. I had to pry and look around the website to even get information about an Application for Hardship. I would love to keep my house and I have started to work 3 jobs so I can catch-up on missed payments. I have submitted the Application for Hardship ( early XX/XX/XXXX ) online and submitted but did not see anywhere to upload supporting documents. I was never notified that documents were missing and the application was disapproved without even telling me. Did not receive any letters or emails to the fact. I find out when I logged into the website that I was disapproved. I reached out to find out why and told I could resubmit a paper application. I mailed the application XX/XX/XXXX and looks like they have not received it yet. I called today, XX/XX/XXXX to make a {$1000.00} payment and was told they would not accept it because it was not the minimum. I was hoping they would be happy to receive some money from me at least to start paying down what I owe on the hopes of making another payment on my next paycheck. The process with them has not been the best and I feel like I scum when they talk to me. I truly would like to make-up payments as I work my 3 jobs to get me all caught up while also finding another job.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78247
Submitted Via: Web
Date Sent: 2024-02-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-03
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: On XXXX XX/XX/2023, I closed on the selling of my home. The mortgage was through Mr Cooper / XXXX Mortgage company. Initially, the closing was uneventful, however there were issues between the Title company and Mr Cooper for 2 months following the closing. Mr Cooper continued to be difficult with the Title company, and would not accept the payoffs that were sent to the mortgage company. At one point, a Mr Cooper representative even claimed they did not know what they had done with the payoff money. On my end, the mortgage began to show overdue, and requiring a payment even though the home had been sold and the mortgage should have been paid off. I talked multiple times to Mr Cooper, and they assured me they knew my account was not actually late, but that it was an issue between them and the title company. I was comfortable with those statements, however yesterday my credit report showed a 30+ day late mortgage payment, and my score dropped XXXX points. At this point, the mortgage has officially been paid off, I just need the late payment removed from my credit report.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78108
Submitted Via: Web
Date Sent: 2024-02-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A