Date Received: 2023-12-06
Issue: Trouble during payment process
Subissue: Loan sold or transferred to another company
Consumer Complaint: XX/XX/2023 : Received email that mortgage was being transferred to Mr. Cooper by XXXX and given information as to how to create an account. Account was created using instructions that week. XX/XX/2023 : Attempted to login to website to view balance and to change bank information to setup a new payment plan with new bank. Unable to login to account. Unable to recover username or password and given the error that my social/loan number/email were not in the system. Attempted to create account again in case an error happened the first time, received error stating an account already exists. Attempted to call customer service, but automated system would not connect without a social or loan #, both of which it stated on the phone were not in the system, automated system would then hang up. Chat function via website not functioning, says no representative available ( this was during business hours ) and does not have an option to join a queue. XX/XX/2023 : Have attempted weekly to establish contact via either phone or chat function with no success.
Company Response:
State: MI
Zip: 48108
Submitted Via: Web
Date Sent: 2023-12-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-06
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue: Delays in the application process
Consumer Complaint: I contacted the loan company to begin the paperwork for loan assumption. I was advised that after receiving the paperwork, the company would send the documents to the VA and that it can take the VA up to XXXX months to process the documents. I completed all documents that were sent to me and returned them to the company. I verified documents were received and the company documented they were received by them on XXXX XX/XX/2023. Myself and my husband called several times to check on the status of the assumption and was always advised that the documents had been sent to the VA and they were waiting to hear back from the VA to see if anything was missing or if they needed further information. I then sent a inquire to the VA and received an email back stating that they had not received anything from the mortgage company. I called the VA to verify this and was told they had not received anything from the mortgage company. I then contacted the mortgage company and was told that the status in their system was showing pending funding and that all I needed to do was wait. I then asked to speak to a supervisor and spoke with XXXX employee number XXXX who stated that in the system on XXXX XX/XX/XXXX they had noted that a lead had been created and a mortgage professional should be reaching out to me and that was where the process was. When I asked why it took almost a month from the time I received my documents I was advised that their policy is they have 30 days to process the documents once received. I was informed that once a mortgage professional was assigned to my lead they would contact me and then I would be provided additional documentation that would need to be filed out. When the company originally sent me the loan assumption documents I was advised that they had to send me the documents by mail. Knowing this and knowing that there are other documents that will need to be filled out in their process, and that they after all their process is complete I will still have to wait for the VA to process their portion, I am concerned that my assumption will not be processed in the timeline which has been set out in my divorce decree. I asked the mortgage company if it would be easier and faster to just wait until the divorce was final and remove my husband from the loan then and I was advised that I would have to refinance to do so which is what I was trying to avoid by filing the assumption paperwork. Since they have taken so long to process the documents sent in XXXX, I have since lowered my debt documented on the paperwork by paying off cars and credit cards. My fear is I will have to re fill out all that paperwork and then this long drawn out process will have to start again. When I asked for a copy of all the notes and the timelines of their processing of my documents so that I could have evidence in court that I had done my part and that I was waiting on the mortgage company, they stated that I would need a subpoena. I asked what I needed to do or what they were going to do to resolve this issue and they stated they would escalate it but that it would take an additional XXXX hours to hear back and they would then contact me.
Company Response:
State: CO
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-12-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-06
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: Our mortgage was recently sold from XXXX XXXX to Mr. Cooper mortgage company. Since the transfer, our monthly payment went from {$2100.00} to {$2700.00}. Their escrow " cushion '' is exponentially higher than any other mortgage company right now, I believe they are charging more than they are legally allowed to compared to what our escrow payment actually is. They demand over XXXX more than necessary to be in the escrow account as a " cushion '' as they say. They refused to give us the information on the details, and would only send us the information that was from XXXX XXXX. Nothing from their actual company. They then said they could lower it to XXXX but only with another XXXX in the account. So that was done and they said they would re run the analysis to lower the payments and they lied and never did it so they kept wanting to charge us the XXXX. I believe they are stealing from people and they have definitely been stealing from us, being dishonest, impossible to reach at times and using their " cushion '' to invest in other things while we struggle.
Company Response:
State: NY
Zip: 145XX
Submitted Via: Web
Date Sent: 2023-12-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-06
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue: Trying to communicate with the company to fix an issue with the application process
Consumer Complaint: XX/XX/2021 home received damages from XXXX XXXX. XXXX XXXX XXXX XXXX folded and XXXX for the State of Louisiana took over the guarantee of my mortgage. XXXX paid us on XXXX two checks for a total of {$48000.00}. ( approximately ). My attorney XXXX XXXX XXXX, XXXX at the XXXXXXXX XXXX XXXX XXXX XXXXXXXX, LA sent the signed checks to XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX, CA XXXX. The new company name now is XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX The account number is XXXX in the name of XXXX XXXX XXXX and XXXX XXXX XXXX and XXXX XXXXXXXX XXXX XXXX XXXX LA XXXX.
Company Response:
State: LA
Zip: 70003
Submitted Via: Web
Date Sent: 2023-12-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-06
Issue: Trouble during payment process
Subissue: Private mortgage insurance (PMI)
Consumer Complaint: We reached an 80/20 LTV ratio and sent a letter requesting the cancelation of PMI. The letter included the information required as laid out on our lenders website : explicit request to cancel PMI, loan number, the date, and the signatures of all borrowers. Our loan is current, and our payment has never been even 1 day late. ( Of note, our loan was recently transferred to this lender, and they have compromised my personal information with their poor cybersecurity practices. ) Our current principal is {$270000.00} and our original value in XX/XX/XXXX was {$350000.00}. The lender is refusing to remove the PMI even though we have met the requirements unless we pay for an appraisal to prove the value has not decreased. Their website says an appraisal is required if you have not yet met the 80/20 requirement of the original value to verify the current value meets this LTV. However, we have met the LTV of our original value. Additionally, housing everywhere has increased in value since XX/XX/XXXX, and mortgage lenders are very aware of this. This is intentional to receive more than they are entitled to by the terms of our loan and to continue to reap excess profits by making it very expensive for us to remove the PMI.
Company Response:
State: PA
Zip: 191XX
Submitted Via: Web
Date Sent: 2023-12-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-06
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 off to Rushmore Loan Management Services while I was struggling to stay current with payments. After working with a community non profit, they were able to help me with the past due balance and the mortgage was brought current in XXXX. At this time, the loan was transferred to Rushmore Servicing, another company under the XXXX XXXX conglomerate. I called at the end of XXXX to verify how I would be making payments. I spoke to a representative who said that they could not access my account yet because it was still being migrated to their system and this process could take a couple weeks. I raised my concern about getting hit with late fees, but the rep assured me that no late fees would be assessed in the first XXXX days of transfer. Towards the end of XXXX I tried to access the Rushmore Servicing website and found out they had been the target of a hack. Approximately a week later, access to their website was restored and I was able to create an account. I called Rushmore again around the middle of XXXX to get clarification on a fee that was not explained on my statement. Towards the end of the conversation, the rep asked if I wanted to start a loan modification application. I was extremely clear that I did not want anything to change with my loan at all. Do not start an application, do not touch my mortgage, I do not want anything to change. Interest rates have been increasing and they are pushing low rate loans into these loan modifications. I submitted a payment for the entire balance due after this phone call. Considering the experience I've had so far with this company, I was checking on my account regularly to ensure these payments were posted properly. Instead of applying it to my loan based on the current payments, they applied it as if I had accepted the trial plan for the loan modification that I never wanted. Yesterday I logged into my account to see they have been pushing me through a loan modification process that I never initiated and firmly refused when they brought it up the first time in XXXX. I have screenshots showing that an application was started and that application was received by them. I called today to request the application documentation that was submitted. Initially I spoke to someone from a call center located overseas, but requested to speak to a supervisor and I was transferred to a rep located in XXXX. This representative stated that the loan modification was automatically processed despite me stating that I did not want anything to be changed with the mortgage. At this time she said she was going to research my payments and she would put me on a brief hold. That was XXXX minutes ago. This company makes it extremely difficult to speak to anyone and when you finally do get through, they leave you on hold and never come back to address anything. I did not choose to do business with this company and yet I'm forced to because my mortgage was sold to them. Telling me XXXX thing, then doing exactly what they said they wouldn't. Submitting applications to change loans without the consent of the borrower seems like it should be illegal. Now I have to worry that they will do other fraudulent activities which could result in misapplied payments, late fees, etc.
Company Response:
State: CO
Zip: 80525
Submitted Via: Web
Date Sent: 2023-12-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-06
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: Our mortgage was transferred from XXXX XXXX to Mr. Cooper. In Mr. Cooper 's letter of XX/XX/2023, we were notified that derived from its escrow analysis there would be a shortage and the amount needed to bring the account current would be {$2200.00}. In past years, prior to Mr. Coopers acquisition of our mortgage obligation from XXXX XXXX, when such an analysis had resulted in a shortage, we paid that amount, primarily to keep our payments as steady as possible as we rely on fixed incomes. Therefore, we paid this shortage but to our amazement and utter surprise, we have been informed that the monthly payment would still increase as the action of paying the shortage did not result in what we were attempting to accomplish. In several conversations we have been unable to get an answer to why the monthly payment amount has changed so significantly. As noted in these calls to their representatives, my understanding of the escrow analysis and the subsequent is that he analysis is a projection of, and for protection against any shortage during the ensuing 12 months. Additionally and more importantly, the information provided by Mr. Cooper on its internet page states : You can prevent this additional monthly payment increase by paying the shortage as a lump sum before the new payment effective date, but this lump sum payment is not required and is completely voluntary. We paid the shortage. The staff members to whom we spoke say this is not the procedure and there is no recourse. Our monthly payment amount increased.
Company Response:
State: NJ
Zip: 07728
Submitted Via: Web
Date Sent: 2023-12-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-05
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: Date was XX/XX/2023 I was called by- phone number XXXX - mortgage loan Servicing- mr cooper stating they would raise my escrow mortgage payment by almost XXXX XXXXXXXX XXXX because they stated they had to place forced placed home owners insurance on my mortgage. My premium is now {$4200.00XXXX XXXX XXXX XXXX XXXX Policy : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Annual Amount : {$4200.00} There website was down for an extended period of time in XXXX and XXXX of XXXX so I had to mail my mortgage payment to them. As I write this there website just went down again " error ( XXXX ) ''. My payment was {$970.00} and now they 'mrcooper tells me it will be {$1500.00} plus dollars but again there website is not working properly, it took them over a year to dispense my first insurance check which is why I was unable to complete the necessary repairs on My home and therefore unable to purchase a new home insurance policy in which they then " force place insurance '' on me. I have yet to receive the full insurance payout they owe me as they only paid sixty-five percent.
Company Response:
State: FL
Zip: 339XX
Submitted Via: Web
Date Sent: 2023-12-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-06
Issue: Struggling to pay mortgage
Subissue: Trying to communicate with the company to fix an issue related to modification, forbe
Consumer Complaint: Georgia Homeowner Assistance Fund/ ( GA HAF ) reached out to Mr. Cooper on XXXX XX/XX/2023 for mortgage validation. GA HAF has not received a response to their inquiry from Mr. Cooper for ( loan number XXXX ). Validation of our mortgage with the GA HAF would bring our mortgage account to current and non delinquent if approved.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: GA
Zip: 30813
Submitted Via: Web
Date Sent: 2023-12-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-06
Issue: Struggling to pay mortgage
Subissue: Trying to communicate with the company to fix an issue related to modification, forbe
Consumer Complaint: We are again contacting XXXX to request a fair and legal trial payment plan because our former lender, Rushmore, didnt do it, such as forbearance, before considering a permanent loan modification. This will allow us to make reduced or no mortgage payments for a specific period to avoid foreclosure. We are referring to the foreclosure prevention alternatives notice under the California Civil Code and are committed to fulfilling our obligations. We would like to ask for a 30-day time frame to consider our options and avoid further delays. I want to make sure you know that the offer for the FHA XXXX Standalone Partial Claim that was sent on XX/XX/XXXX was not accepted, despite our repeated efforts to appeal it on XX/XX/XXXX and XX/XX/XXXX before the offer expired on XX/XX/XXXX. It's worth noting that they gave us only XXXX weeks to do the paperwork and get it notarized, even though during the first call on XXXX/XXXX/XXXX, the customer service representative assured us that we would have 30 days. Additionally, XXXX 's cyberattack made it extremely difficult to communicate with them, which only added to our frustration. It's unacceptable that this has happened twice now, first with Rushmore and their " transferred '' status and now with XXXX and their cyberattack. Many mistakes have been made for over a year, leading to an unfair foreclosure. The Rushmore and XXXX companies could have prevented this, which is why I am filing a complaint and appeal. I have presented all the written facts below and summarized them chronologically due to the large amount of support in the documentation. If you need to verify, I will present all of them if necessary. XXXX did not provide an apparent response to any of our loan applications. They only informed us twice that our applications were incomplete but have yet to give more feedback after completing them. Similarly, Rushmore did not offer any response either. Despite being requested to do so, XXXX has yet to respond to our complaint or the Consumer Financial Protection Bureau ( CFPB ). Additionally, XXXX did not respond to California Mortgage Relief when they attempted to contact them twice through the XXXX XXXX regarding our case. During the cyber-attacks, XXXX did not respond to customers for XXXX weeks. On XX/XX/XXXX, XXXX XXXX placed an order with XXXX XXXX XXXX XXXX XXXX and Election to sell under the deed of XXXX, with order number XXXX. The Declaration of Compliance was submitted, affirming that 30 days or more had passed since the initial contact was made. I am filing a formal complaint with XXXX regarding the information presented in this document. We request a trial payment plan, such as a forbearance, before being offered a permanent loan modification. XX/XX/XXXX : LoanCare letter/mail. Order number XXXX of a copy of the request by XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX and XXXX to sell under deed of trust on XX/XX/XXXX. The Declaration of Compliance declares that : XXXX. The mortgage servicer has contacted the XXXX pursuant to the California Civil Code, assess the Borrowers financial situation and explore options for the Borrower to avoid foreclosure. Thirty days or more have passed since the initial contact was made. To clarify, I am not the borrower of the XXXX loan or the former lender, Rushmore. I am XXXX of the co-trustees. It's been a while since we contacted them, and the last time was on XX/XX/XXXX when we spoke to them twice over the phone. My husband acted as the borrower, and I acted as a third party. The first call was for XXXX minutes at XXXX XXXX, and the second was for XXXX minutes at XXXX XXXX. During these calls, we agreed with the XXXX representative to send us another application by email. They sent us the application on XX/XX/XXXX, and we had 30 days to complete and submit the paperwork after they sent the package by mail ; it arrived on XX/XX/XXXX. We did not need to have any further contact with them. However, on XX/XX/XXXX, they requested a recording with bad intentions, which was less than 30 days since the last time. However, on XX/XX/XXXX, they asked for a recording with bad choices, which was less than 30 days since the last time we contacted them, and as I said, we needed to wait for the package to arrive to sign in if we accepted the offer. It's worth noting that we had made several unsuccessful attempts to contact XXXX and Rushmore months before. XXXX and Rushmore seemed only interested in eliminating the special trust and sending us to foreclosure immediately. Additionally, pursuant to the California Civil Code, to include all updates effective XX/XX/XXXX. XXXX. The mortgage service has not denied the borrower a forbearance request on or after XX/XX/XXXX. XXXX never gave us a definite response via letter or email regarding the approval or denial of our applications. However, they did communicate with us over the phone. They stated multiple times that they were unable to approve all our applications because we needed to eliminate the special trust first. It is very possible that this same reason was also responsible for Rushmore 's rejection.
Company Response:
State: CA
Zip: 92253
Submitted Via: Web
Date Sent: 2023-12-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A