Date Received: 2023-12-06
Issue: Struggling to pay mortgage
Subissue: An existing modification, forbearance plan, short sale, or other loss mitigation reli
Consumer Complaint: My mortgage company Mr. Cooper/Nationstar agreed to give me an extended Forbearance period until 2024 to pause my payments however they start asking for the monthly mortgage payment by text message, phone call and written email prior to the end of the initial plan. The agreement from this company was to help me through my hardship and allow me additional time to pay. I received a written confirmation agreement and had made financial arrangements based on Mr. Cooper 's letter to me that I had additional time to pay and now they have taken it back. The company did not give me any type of written notice I was cancelled from the Forbearance plan. I am being treated unfairly, I am being discriminated against due to my race, Fraud is being committed against me with their deceptive practices saying they are allowing additional time but then sending me notifications for payment. I called the company and the phone hung up on me twice.
Company Response:
State: FL
Zip: 322XX
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: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: Mr Cooper - XXXX mortgage servicer - They got hacked, and no one could make any payments for over 20 days. They have added late fees and collected them. In addition, they did not pay escrows and are now sending letters saying it is my fault. They want to charge me money for lapse insurance on my home when it was their fault for not paying it nor making the adequate changes they needed to make since they have been holding the escrow account and are servicing it. I contacted them, and they sent the payment the same day ; however, this payment was late, and it was all their fault, not mine, as this is an escrowed insurance that should have been sent in early XXXX to prevent any lapse. They sent me a letter saying this was my fault and that i need to pay them over {$500.00} i am already struggling to make the mortgage payment as it is due to an accident which has left me handicap. I need this to be addressed. This company got hacked and did not do its job, and now they are coming after the consumer for their mistake.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: FL
Zip: 34953
Submitted Via: Web
Date Sent: 2023-12-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-04
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: We recently received an email from our insurance agency saying that our mortgage company ( Mr Coopers ) contacted them to try and make a late payment on our homeowners which has been lapsed since XXXX due to them missing a payment. This was the first that my husband and I had heard from anyone about it being lapsed. We have never had an issue with it being paid out of escrow before in the 5 years we have had the policy. Mr. Coopers is blaming the insurance company for not sending them a bill and the insurance company is blaming the mortgage company for not notifying them that they purchased the mortgage from XXXX XXXX XXXX. My husband and I are now being forced to purchase a state insurance plan with a XXXX dollar premium when the policy we had before was only XXXX. We will likely not be able to afford our house note. Mr. Coopers also sent us a letter in the mail two days ago stating that we will have to reimburse them for the insurance during the time period that we were lapsed.
Company Response:
State: LA
Zip: 70301
Submitted Via: Web
Date Sent: 2023-12-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-04
Issue: Trouble during payment process
Subissue: Paying off the loan
Consumer Complaint: Regarding Mr.Cooper home loan XXXX Since a XXXX XXXX, 2023 email from Mr. Cooper was sent to ( all? ) clients, telling of a complete company shutdown, I attempted to contact Mr. Cooper to receive a payoff letter. For weeks there was no ability to contact MrCooper, not phone, nor writing, nor internet. I was not able to find current contact/correspondence information and my most recent information from them was years old. Finally, on XX/XX/2023 I was able to gain access to corporate telephone numbers and MrCooper 's website. On XXXX XXXX, 2023 I utilized their company website to request a payoff amount letter. Their website claimed 4-6 days processing to deliver a letter to me via their website. Non have arrived as of XXXX XXXX. I spent several hours attempting to call the customer service agent " assigned '' to me, to be disconnected in the voice prompting jungle each time. I did make contact with two agents on subsequent days, with me having over a one hour conversation with the second agent. The conversations yielding much different and conflicting information as to the payoff request process and the turn-around time required. 4 days? 6 days? Web? Email? process of notice to me that the letter was available, etc .... all conflicts with what the Website stated. Mr. Cooper has a public foreclosure sale scheduled for XX/XX/XXXX. It is impossible to payoff a loan when the mortgage company will not provide the legally required information IN THE MANDATED timeframe. ( Federally mandated max. of 6 days? )
Company Response:
State: KY
Zip: 40205
Submitted Via: Web
Date Sent: 2023-12-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-04
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: Mr. Cooper acquired my mortgage from another lender a few months ago. The mortgage is almost paid off, but it was set up with our taxes and insurance in escrow. They have not paid either one. I paid the insurance out of pocket this morning to ensure that my insurance won't be cancelled. Mr cooper claims to have made both payments but the county tax collector and my insurance carrier disagree. When my insurance company spoke to a representative from Mr Cooper, they asked if they could make a partial payment and extend the due date. They have a fiduciary responsibility to make those payments on time, but they have not done so. Also, our tax collector offers a discount for taxes paid early. Mr Cooper has missed the early payment deadline, so our taxes will now be higher than they would have been if Mr Cooper had paid the taxes on time.
Company Response:
State: FL
Zip: 34238
Submitted Via: Web
Date Sent: 2023-12-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-04
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue: Delays in the application process
Consumer Complaint: I applied for a mortgage assumption in XXXX of XXXX after my divorce was finalized. I have yet to close ( or information even go to the underwriter that Im aware of ) yet. I was asked to provide several pieces of documentation in which I did within the week of being asked. This documentation was excessive and extremely detailed. I was set to close in XXXX, but then my pay stubs were expired? Then I was set to close in XXXX, but now my bank statement is expired? Now I can not reach anyone to help me with this matter after I have called 10 times and sent 10 emails over the last two weeks.
Company Response:
State: WY
Zip: 829XX
Submitted Via: Web
Date Sent: 2023-12-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-04
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: XXXX we had a catastrophic fire A check was sent to the mortgage company mr cooper for {$360000.00} which is being held to rebuild our home. I have submitted and confirmed receipt repeatedly of our insurance letter showing catastrophic total loss. XXXX repeatedly asked for my insurance worksheet, which is not needed since there is no repairs to the house. XXXXbuilders contract and blueprints were uploaded into their system XXXX I call was advised they had received the builders contract and blueprints and would request expediting my first draw check I should receive it five days to process the expedite five business days to receive the check XX/XX/ I called to check the status of the first draw check to pay my builder to rebuild my home and I was told the process has not even been submitted for review but they would submit it for an expedite review and issue me a check within five business days. I spoke to a supervisor advising they had had my money since insurance had paid off my house for a total loss in XXXX. They had also had all documentation requested and provided for the last 20 days. Why have I not had my process for my first draw check, been submitted and approved, I was advised by supervisor XXXX that he would personally handle the matter and check to see where his systems had failed and his department and have me a check for my first draw. It would take three days to process the check request approval in three days to process the check and then the check would be overnighted so I should have the check i. XX/XX/XXXX XX/XX/ I called to check the status of the first draw check and was advised the process had not even been filed until XX/XX/ requesting approval for a check, I requested to speak to the supervisor XXXX who wasnt available. I spoke to a supervisor XXXX, who advised a question had come back of. How would I handle the outstanding balance which I advised insurance was giving me an additional reimbursement of the XXXX she said she would expedite this and would send an email and would follow back-and-forth eight hours and requested a expedite of approval in a check to be sent overnight. XX/XX/ I called, requesting the status of the first draw check and was advised it did not been submitted for approval or a request for approval. I requested to speak with supervisors XXXX or XXXX it was advised they were not available so I spoke with after sitting on hold for an hour supervisor XXXX who advised it takes a week to process a request for a check that had not been prior submitted and after a week they will see if thats approved then it will take another business week to issue a check. I do not understand how all documentation that was requested was provided Mr. Cooper mortgage company has had our money of {$360.00} issued by XXXX insurance company since XXXX. They have been provided all the information and they failed to provide our money to rebuild our house. Mr cooper mortgage company has delayed our build due to their inadequacy and failures in their systems. I continue to pay my mortgage to mr cooper mortgage company, and they have my money for my rebuild. As you can see from above, each time I call, I am told one thing or another and that it will be handled and it is not. Their systems failures, lack of documenting and handling funds appropriately and telling me my all documentation needed has been provided but failure to provide my needed funds to rebuild my house is inexcusable and very unprofessional. I do not understand how company can hold our funds for 25 days and do nothing I was repeatedly advised that the funds would be released since all documentation required was needed time and time again the request is not issued to submit approval for a request for a check. I do not understand how they have my money from my insurance payout of {$360.00} and XXXX still paying mortgage to them but I am not receiving payment back to rebuild my house We have a rental home which XXXX insurance is paying for only a limited time ; however, XXXX XXXX Mortgage Companya failure to provide my funds to rebuild my house in a reasonable manner of time has cause a concern that my house rebuilding is being delayed and we will not have a home for my family to live in while waiting for the rebuild.
Company Response:
State: SC
Zip: 29745
Submitted Via: Web
Date Sent: 2023-12-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-05
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: My payment activity is incorrect due to their system outage from XXXX. After I made my monthly payment for the XX/XX/XXXX statement plus another payment for additional principal on XX/XX/XXXX, their system said at the time that my next payment due was XX/XX/XXXX. However due to their system outage, their system tried to take the autopay for the XX/XX/XXXX from my bank account anyway even though no payment was due, and there was not enough funds in my account causing the payment to be rejected. I also got charged a NSF fee from my bank as they should not have deducted that autopay for XX/XX/XXXX. Because their system was down, I couldn't check my balance and what was due, so I manually made a payment which ultimately should have been entirely applied to additional principal because I already prepaid for my XX/XX/XXXX balance on XX/XX/XXXX. My XX/XX/XXXX payment is still not credited to my account correctly. My XX/XX/XXXX payment should have applied to my XX/XX/XXXX due date, and my XX/XX/XXXX payment should have been applied entirely to additional principal but it is not. An entire payment is charged with interest even though no interest should have been due for XXXX of either the XX/XX/XXXX or XX/XX/XXXX payments as there were XXXX payments made for the XX/XX/XXXX statement.
Company Response:
State: CO
Zip: 80220
Submitted Via: Web
Date Sent: 2023-12-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-03
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: Prior to XX/XX/XXXX, our escrow amount was about XXXX to pay property tax of XXXX for the year and home ins. Mortgage company conducted an Escrow Analysis on XXXX and recorded our " Last 12 months '' of property tax as XXXX. That is false. Our property tax was {$3800.00} and paid by mortgage company for that amount. The projected amount for the next XXXX months ( property. Tax ) is {$4200.00}. They have created a larger jump I'm tax difference so they can claim we have a shortage, thus, increase our monthly escrow amount. Our escrow amount is now $ XXXX! I have talked with Mortgage company XXXX, XXXX XXXX, XXXX to alert them of the fraudulent figure and challenge the analysis. They ran circles around the point, claimed there is a shortage, failed to admit their own escrow analysis was faulty based off the " last XXXX month tax '' and only focused on the increase in tax. They are not furnishing the correct XXXX tax amount in their Analysis and are ignoring the issue.
Company Response:
State: VA
Zip: 23435
Submitted Via: Web
Date Sent: 2023-12-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-02
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue: Loan estimate or other related disclosures
Consumer Complaint: I have been paying my mortgage through XXXX XXXX for XXXX years. Last month, XXXX XXXX sold the loan to Mr. Cooper. Mr Cooper, without any explanation, Mr Coop adjusted my escrow, stating that I owe an additional {$4200.00}, which would increase my monthly amount by {$300.00}. I tried to contact Mr. Cooper through their XXXX number, but no one answered. I checked payments to my insurance company, and tax assessment ( which went down ), and no changes were as significant as Mr. Cooper 's claims. I need Mr. Cooper, in writing, to give a detailed explanation of their increase and how they came to their conclusion. I also need to explain why their analysis differs significantly from XXXX XXXX.
Company Response:
State: TX
Zip: 75104
Submitted Via: Web
Date Sent: 2023-12-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A