Date Received: 2023-12-01
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: XXXX Mr Cooper loans of XXXX. I closed on a loan with XXXX XXXX, made XXXX payment. XXXX was sold to XXXX. Setup payment by providing by XXXX information as no other choice was offered. Months later, XXXX was hacked. XXXX shutdown for over a week. I called to ask that they sell my loan, they will not provide person to discuss with. Asked them for address of legal counsel that I can serve them with lawsuit. Will not provide address. Asked to speak to XXXX, rep claimed he did not know who. I did not choose this company and they have no business being in this business with all the problems. Good companies dont get hacked. They operate cheaply, had their phone system off during the outage with no way to contact them. Communications regarding the security of my information are disregarded. Spend XXXX hour on phone today just getting the run around. I would like sufficient information on them to begin a class action suit. I want my information secured or my loan sold to a credible provider.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30188
Submitted Via: Web
Date Sent: 2023-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-01
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: I have made payments every month. My mortgage company, Mr. Cooper has cashed my checks. They are now saying I have not made a payment since XXXX, but I have made those payments and the checks have cleared the bank. I am attaching copies of cashed checks as well as a spreadsheet that shows every payment made since XX/XX/2018. They have not paid my taxes and insurance even though they have received the money. They have not applied the payments to my principal amount. They are saying the amount I owe is XXXX. Mr. Cooper has stolen my money and mis-appropriated the funds they have been receiving.
Company Response:
State: MO
Zip: 641XX
Submitted Via: Web
Date Sent: 2023-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-01
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue: Delays in the application process
Consumer Complaint: I applied for a cash out refinance late in XXXX with an interest rate of XXXX for 15 years. The application process was moving along smoothly. Not long before my rate was set to expire, XXXX XXXX underwriting requested building inspection from the HOA. I found it odd that they waited until we were approaching the deadline to request this information. I enquired more than once as to why didnt they request this at the start of the loan like they usually do when important information is needed. I was never given a direct answer except that due to the condos that collapsed in Florida in XX/XX/2021, XXXX XXXX and XXXX XXXX are requesting this information to move forward with the loan. Long story short, the loan was eventually denied due to not being able to present the inspection that was requested. Not long after interest rates began to skyrocket. I eventually reapplied and by now the interest rate that I was approved for has gone up to XXXX. Thats a big difference from the previous rate I was approved for. Ive made a complaint with Mr Cooper but still havent got a straight answer. I feel that the mortgage company was aware that the rates was going to start to increase, and the previous loan was intentionally sabotage.
Company Response:
State: CA
Zip: 903XX
Submitted Via: Web
Date Sent: 2023-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-01
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: Just prior to having our mortgage turned over to Mr. Cooper/ Rushmore Servicing we paid our previous loan holder an estimated escrow shortage of {$640.00} in full. The escrow analysis indicated that we must have {$2500.00} in the escrow account upon transfer and exactly that amount was reflected on both the Mr. Cooper/ Rushmore Servicing website and our first payment statement. We paid the {$640.00} escrow shortage in full to avoid an additional {$53.00} being added to our monthly payment but yep, you guessed it. Even with the escrow account being in good standing the company insists that the extra {$53.00} is due on monthly basis. Long story short we refuse to pay for an escrow shortage that doesn't exist and have paid by check with correspondence and documentation as to why our payment didn't reflect the amount shown on the statement, along with repeated requests they adjust our escrow payment to the amount shown due in our escrow analysis. They refuse, and yesterday, with absolutely no warning, Mr. Cooper / Rushmore Servicing " unapplied '' all the payments we've paid, {$3400.00} to be exact, and are now showing our account as 60 days past due. We're talking a total of {$130.00} that's in dispute at this point. A dispute that never would have happened had they simply looked at their own records and corrected their mistake. We wish you good luck if you're ever unfortunate enough to have to deal with this outfit.
Company Response:
State: OH
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-12-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-01
Issue: Problem with a company's investigation into an existing problem
Subissue: Was not notified of investigation status or results
Consumer Complaint: I hope this letter finds you well. I am writing to express my serious concerns regarding what appear to be violations of security regulations by your company. It is with great disappointment that I must bring this matter to your attention.
Company Response:
State: GA
Zip: 30016
Submitted Via: Web
Date Sent: 2023-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-01
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: XX/XX/XXXX My loan with XXXX XXXX was transferred to Mr Cooper. I only know this because I got a letter from XXXX XXXX. No contact from Mr Cooper. I was able to use the Mr Cooper website to get my new loan number. XX/XX/XXXX I then made a payment using my bank 's bill pay, but it was returned the next day XX/XX/XXXX Tried calling Mr Cooper, but their phone system says my new loan number is invalid, there is no option to proceed without a loan number they think is valid. Note from above the loan number I'm using is the ONE THEY PROVIDE when I input my XXXX XXXX Loan number and SSN. Also tried their website live chat, it just says it's too busy to assist me with a real person. The website says my account won't be ready for online use until XX/XX/, but the mortgage payment is due today, XX/XX/. How can they take over the mortgage, and then not provide a way to make the payment before it is due? And no way to talk to a real person? That makes no sense.
Company Response:
State: TX
Zip: 76034
Submitted Via: Web
Date Sent: 2023-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-01
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: Made a payment on Mortgage in XXXX. Mr. Cooper took out four times the amount we authorized causing our bank account to go into the negative. After several phone calls, they admitted to the mistake and decided to refund all the money instead of just what was not approved. Made a new payment after we got the money back. Confirmed the payment went through. Mr. Cooper calls me a few days later and wants to make sure all is good. I asked them are we up to date on payments and they said yes. A week goes by, they email us saying we are overdue on payments. My wife calls and they tell her that we owe them money. Even with a confirmation from their website the refuse to acknowledge we have made our payments and to send over bank statements that prove we paid them. I have sent them over but I am very displeased how they are handling my money. That little mistake caused me to have no money in my bank account for almost a week. Not to mention they show no remorse in their wrong doing or even want to try to solve the problem in a timely manner. The next day talked to them at lunch. Showed them proof that we paid through bank statements and even have statements from them showing payments are up to date. They refuse to acknowledge this. Claimed the bank had locked them out from receiving money from my bank account. Put them on a conference call with the bank. Bank tells them multiple times there is no lock and the payments went through and Mr. Cooper still will not cooperate. They claim they never got my email with the evidence and wanted me to send it again saying it could take up to 30 days to figure it out. This is unacceptable and I refuse to allow them to tarnish my good credit and standing because they want to drag their feet. I won't even be able to pay my XXXX balance if they continue because they will try to apply it to the so called missed payment. This is nothing short of theft. I am very upset that a company like this is allowed to operate and take money and turn around and say no you didn't pay us. Mr. Cooper is an embarrassment to professional businesses and they need to be held accountable for their dishonest, incompetent, and downright greasy behavior.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: AL
Zip: 365XX
Submitted Via: Web
Date Sent: 2023-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-30
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: {$2500.00} + for force placed insurance since XXXX that they received proof of monthly. Despite being in forbearance I made payments, as of XX/XX/XXXX, Ive made {$17000.00} + in payments, my mortgage payment is {$850.00} a month, thats over 17 months of payments the forbearance wasnt not 17 months. Upon forbearance endeing, their portal stated I owed {$0.00}, a few hours later it stated I owed {$4900.00}, in a panic I withdraw money from.my IRA to pay it. On XXXX XXXX I was speaking. To XXXX as I still had not received the funds they were taking for the forced place flood insurance which they had proof of, and took and additional {$1200.00} in XXXX and XXXX of XXXX, immediately following a conversation api had with supervisor XXXX XXXX, who in XXXX of XXXX assured me shed stay on top of this matter, ensure that my funds dating back to XXXX and would be returned and that the forced placed flood would not be deducted any longer, sshe confirmed receipt of proof of insurance, yet a months later {$660.00} was deducted, XX/XX/XXXX and then again the following month another {$660.00} was taken from my payments and placed into escrow for flood insurance. As mentioned I called monthly about this forced place insurance and in XXXX of XXXX, I was told two payments were taken in XXXX of XXXX, {$500.00} and $ XXXX when I asked where that money was, the rep said it was paid to my insurance company. I asked who my insurance company was and she relied XXXX. XXXX was recently settled for over XXXX XXXX dollars for kickbacks from XXXX and this company still has the audacity to do it? I guess those kickbacks are much more lucrative than the {$93.00} XXXX. It is clear mr. Cooper is attempting to steal borrowers homes, at the end of the forbearance, their portal asks can you make a lump sum payment of what is owed, its a yes or no question. Although was already paid up, I inquired with customer service and requested the terms of service and options. I was told the loan would be modified by refinancing. Ive had my condo since XXXX, so thats ridiculous. She refused to send me the terms in writing, and when i explained to her they are regulated by XXXX XXXX and Options of Repayment of all unpaid amounts is required, but a homeowner is not required to repay unpaid amounts all at once, but repayment options included : XXXX ) Reinstatement : Paying the total amount back all at once at the end of the forbearance period. ( mine was already paid back, however Mr. Cooper is so unorganized she didnt see that. XXXX ) Repayment Plan : Paying a portion of the forbearance amount back gradually ( over the course of up to 12 months ) in addition to the contractual monthly payment. And XXXX ) Payment Deferral : Repaying the entire deferred balance all at once at the end of the loan ( or when the home is sold, or the loan is refinanced or otherwise paid off ). She told me those options were not available. Mr. Cooper is most certainly playing games with their borrowers and in the state of this economical climate it is criminal. Luckily, I have an IRA, albeit I will be penalized for early withdrawals, and I also do my research, other people arent as fortunate and XXXX sure many have lost their homes due to Mr. Coopers/ Nationstars deceptive practices. Further more they are required to provide a copy of the forbearance plan to the homeowner, Mr. Cooper Nationstar also added XXXX late fees to my payments mid XXXX, mind you I was also paid about 5 months over what was owed. I wrote numerous letters, and I see in my previous compliant to CFPB XXXX was closed because the company responded. Yes, they did, and said they didnt do anything wrong. I wrote XXXX letters explaining that they were indeed in violation of RESPA XXXX and the fair credit lending act as well as many other acts that protect borrowers to no avail. Finally, a XXXX called me to tell me that in XXXX, she realized I was paying double payments, meant to be early payments, that where put towards principal rather than the monthly payments. This is something I had always done, but Id did it more often as I was caring for my XXXX mother who was financially exploited in which XXXX bank was complicit, and I filed a complaint with your organization since her bank never filed an XXXX, a requirement for bank branches in Florida, but nothing was done. I made early payments often as I was overwhelmingly busy trying to run a business and care for my mother who wa now financially paralyzed due to criminal acts this is incorrect handling of partial payments. According to your organization, Servicers are required to take XXXX of the following specific actions when they receive a partial payment from a borrower : crediting the payment, returning it to the consumer, or holding it in an unapplied funds account. As your examiners found, in some cases, as in this case, Mr. put these payments in my escrow account rather than returning the amount or crediting it to my next monthly payment, as it was intended. They wouldnt retune anything not even the funds that they owed me for force placed flood insurance when I told them not to refund it, but to put it towards my mortgage payment, they couldnt even do that. They charged XXXX late fees and default-related fees to me, in the CARES Act forbearance programs.The CARES Act generally prohibits a servicer of federally-backed mortgage loans from imposing these fees while a borrowers mortgage payments are being deferred due to financial hardship caused by the XXXX emergency. They failed to end preauthorized electronic fund transfers and even did a XXXX drop a bank account I took their portal in XXXX of XXXX closed that account because it was with XXXX, the bank that allowed my mothers entire retirement funds to be embezzled by an unauthorized user. They failed to end automatic electronic payments when an account had been closed, resulting in additional and repeated fees since their was no longer an account. The charged me, a consumer unauthorized amounts. As you report found, Mr. Cooper overcharged me, a borrower for services and added fees outside of my loan terms. They Misrepresented mortgage loan transactions and payment history in their online accounts. And after all that I went through, and your organization closed the complaint because they simply responded, Mr. Cooper provided inaccurate descriptions of payments and transaction on their portal, and they continue to according to my chat with a rep Monday XX/XX/XXXX, I have snapshots of the entire hour plus long conversation. XXXX had no clue what she was doing. They still have {$2600.00} in my escrow, taxes were just paid at {$1500.00} and the reason for my inquiry is that Mr. Cooper requested an extra {$33.00} for escrow! She insisted it was below {$200.00}. They can not even do math. After taxes were paid there is {$1800.00} in escrow, well above my taxes due next XXXX XXXX it is unreal. And as I write this, I think a media outlet would love to do a story o this, it is unconscionable. There portal misleads borrowers, causing great stress and aggravation. As I write this at XXXX XXXX when I should be sleeping. Oh and they still owe me money..
Company Response:
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-11-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-01
Issue: Trouble during payment process
Subissue: Loan sold or transferred to another company
Consumer Complaint: Loan from XXXX XXXX sold to Mr. Cooper ( nationstar mortgage ). Payment due tomorrow, still have not received any information about payment. Paid the monthly payment to XXXX XXXX to play it safe. It's an astounding degree of incompetence ; and you let this company assume mortgages?
Company Response:
State: WI
Zip: 53072
Submitted Via: Web
Date Sent: 2023-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-29
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue: Application denials
Consumer Complaint: Purchase on XXXX XX/XX/XXXX for XXXX XXXX XXXX, XXXX NY. The loan was originally serviced by XXXX and then sold to Mr. Cooper. Several items of discussion need to be addressed. I was not informed that the XXXX XXXX XXXX site was less than half a mile away. The county records, town, and village records all do not discuss this either. While conducting our due diligence it was not disclosed that there was groundwater contamination and vapor hazards. This XX/XX/XXXX summer 's remediation continued, and I have issues with XXXX, XXXX, and XXXX XXXX XXXX XXXX that I have sought medical care for. and have worked as a XXXX and know what NAPL is because it carries a very distinct smell. I never received any notification of this XXXX XXXX and the continued. This was never disclosed and does not display the best business practices. This information should have been disclosed to the VA home inspection team for me to purchase the house the a VA home loan. The XXXX site and XXXX XXXX XXXX were not disclosed on the NYS property condition discloser form to us at the time of purchase nor was it disclosed through the VA home appraisal process. I have read the public law that deals with VA IRRRL loans, Nowhere in the 38 CFR or VA Policy does it state that a Veteran can not apply for this benefit unless the market allows them to. I asked Mr. Cooper to please provide me with the exact location of this information that they have discussed as the industry standard. I was not furnished with that policy or even a link to information that would suggest that my understanding is incorrect as the law reads. 38 CFR does not state that VA dictates the loan servicer not give access to a Federal benefit that is earned by the veteran 's time in service. This is an EEO issue because as a Veteran I am part of a targeted population that is constantly under siege because of " benefits ''. Now we are getting to two other areas that deal with escrow accounts being used for profit and gain. I am a XXXX Veteran and receive discounts on town and village taxes. This year I was furnished with a check as a " refund '' for taxes. We placed a large sum of money on this residence and I stated via phone, email, and then communication via the internal communications chat service that I wanted those funds to be put on the principal of the mortgage. This was not done until I reviewed the mortgage and asked for the funds to be properly allocated to the principal. I paid my mortgage payment that month in addition to the additional funds. It was approximately {$1400.00} dollars that was not applied to the principal and was taken as servicing fees. The action was corrected only after I had performed some accounting functions on my own and asked for a resolution. Now we are on to the recent Cyberattack that has happened to Mr. Cooper they were attacked on XX/XX/XXXX and this was reported by email. It has come to my attention that Mr. Cooper has some privacy policies that are not fraudulent on its face. However, these company policies have led to the unjust enrichment of cyber criminals who commit fraud. Mr. Cooper has contracts with several marketing companies not only do they have all your PII they are also collecting cookies on you and it is implied that if you communicate with them through their website you are giving them permission to beacon your devices and home network back to their network servers. These cookies can become super cookies and the amount of metadata that is collected is making my head spin. Mr. Cooper has an opt-out program that will allow you to stop these intrusions but you have to research as a consumer. I have dropped the link below to assist other customers being abused by the marketing scheme and it is not ironic that one of Mr. Cooper 's corporate partnerships XXXX was sued by the DOJ for fraud in XXXX. When a company aggregates data as part of its business practice and then collects metadata via cookies and beacons there is no expectation of privacy my personal information is used as a commodity by these financial institutes and criminals alike. Mr. Cooper has not disclosed information to me in a timely manner about what information was compromised and how it was compromised. Not only is my family a victim of crime from the criminals we are also suffering at the hands of those " trusted agents '' that are selling our data points and PII to assist big data and in the process opening up several attack vectors causing undue harm through their negligence. Under the " Justice for All Act of 2004, '' codified at 18 U.S.C. 3771, a crime victim has specified rights, as follows : ( a ) RIGHTS OF CRIME VICTIMS.A crime victim has the following rights : ( 1 ) The right to be reasonably protected from the accused. ( 2 ) The right to reasonable, accurate, and timely notice of any public court proceeding, or any parole proceeding, involving the crime or of any release or escape of the accused. ( 3 ) The right not to be excluded from any such public court proceeding, unless the court, after receiving clear and convincing evidence, determines that testimony by the victim would be materially altered if the victim heard other testimony at that proceeding. ( 4 ) The right to be reasonably heard at any public proceeding in the district court involving release, plea, sentencing, or any parole proceeding. ( 5 ) The reasonable right to confer with the attorney for the Government in the case. ( 6 ) The right to full and timely restitution as provided in law. ( 7 ) The right to proceedings free from unreasonable delay. ( 8 ) The right to be treated with fairness and with respect for the victims dignity and privacy. XXXX XXXX XXXXXXXX XXXX XXXX XXXX https : //www.mrcooper.com/privacy XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Company Response:
State: NY
Zip: 144XX
Submitted Via: Web
Date Sent: 2023-11-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A