Date Received: 2023-11-29
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: Our mortgage was transferred from XXXX XXXX to Mr. Cooper in XX/XX/2023. On the day the loan was transferred, Mr. Cooper had been hacked and we could not access our loan information for at least a week. A class action lawsuit has been brought against them for the breach. Once we were able to access our account online, we noted that it showed that we had not paid our monthly mortgage, even though our payments continued to be taken out of our checking account twice a month by XXXX as it had been for over 20 years- through several mortage companies and XXXX different houses with no problems. We contacted Mr. Cooper through the chat on XXXX and was told to send proof of payments to XXXX ' to expedite location of the payments and this was completed the same day. No reply email from Mr. Cooper was received. Payments were send on XXXX and XXXX. We also called XXXX along with our home insurance XXXX as they requested and doublechecked to make sure their information was updated which was confirmed by both. At this time we could not make an additional payment towards our principal balance due to Mr. Cooper as we do each month because our account was not 'current '. On XXXX, we contacted Mr. Cooper through the chat again. We let them know that we had emailed the requested payment information, our account showed that no payments had been made, and wanted an update. They let us know that there was a pending missing payments case opened on XXXX and that is was in process. Case # XXXX, which might take up until XX/XX/XXXX to finalize. They assured us that our account would not be penalized while they worked on our case. They confirmed that there was a 60 day grace period which will end on XXXX - during this time no late fees or negative credit reporting will be applied to our account. On XXXX, we received an automated call from Mr. Cooper stating that our mortgage payment was late and that we had to pay today in order to keep in good standing with the mortgage company. We tried to call Mr. Cooper directly but they will not let you speak with a representative. When we repeatedly asked for a representative, we were hung up on. We have printed transcripts of the chats from both dates. Please advise.
Company Response:
State: TX
Zip: 75035
Submitted Via: Web
Date Sent: 2023-11-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-29
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: I was scammed due to their leak of information on or around XX/XX/XXXX. I lost a {$1000.00} in money orders, they state they never received. I'm told there is nothing they can do. On XX/XX/XXXX, I sent {$1300.00} in money orders, over night, to them. Trying to reach this service is unbearable. I have been put on hold every time I have called, up to an hour or longer. I called to make sure they received the next money orders and they stated they had not received them. I called again on XXXX XXXX, gave them all the tracking information to locate the money orders. On the same day, there was a man taking pictures of my home for them. When I tried to stop him, he just kept driving. I called again on XXXX XXXX. I was informed they had shredded the money orders because I didn't send enough money to them. I am now {$2800.00} behind due to negligence and their refusal to help me. They are a horrible company who claim to want to help but aren't. I cant be the only one this is happening to. A Mr. Cooper owns Rushmore Services and has was supposedly fined at one point. Someone PLEASE help me to get out from under the claws of this company.
Company Response:
State: IN
Zip: 46176
Submitted Via: Web
Date Sent: 2023-12-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-29
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: On XX/XX/2020 I signed a loan agreement with XXXX XXXX XXXX they then sold my loan agreement to Nationstar Mortgage Inc and Nationstar Mortgage sold my loan agreement to their subsidiary company Mr. Cooper Inc. Mr. Cooper Inc is now alleging I owe a debt that they can not prove to be true. My promissory note has been my financial asset in which each company securitized and used for further profits. As the only original holder in due course each business was bound by securities law to share the profits with the investor and the true shareholder of the security. I have received no monetary value or consideration for my note. Mr. Cooper Inc can not collect on a discharge/canceled debt which is stated in the IRS publication . Furthermore each company has not accurately reflected the profits from the trading of my security which makes me believe they are invading taxes. I have asked each Nationstar and Mr. Cooper Inc for their book ledgers to show the debit from each bank 's account to prove I am indebted to them. Neither company has sent those records in question. This is NOT a request for the contract but for the book entry securities ledger. If no records exist this debt must be discharged dollar for dollar as Mr. Cooper Inc stated to the SEC in order to process securities. Mr Cooper Inc is a servicer and servicers DO NOT have to collect payment only to hold the mortgage loan itself. How is Mr. Cooper Inc acting in the capacity of the original creditor. servicer ( 2 ) Servicer The term servicer means the person responsible for servicing of a loan ( including the person who makes or holds a loan if such person also services the loan ). The term does not include ( A ) the Federal Deposit Insurance Corporation or the XXXX XXXX XXXX, in connection with assets acquired, assigned, sold, or transferred pursuant to section 1823 ( c ) of this title or as receiver or conservator of an insured depository institution ; and ( B ) the Government XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, or the Federal Deposit Insurance Corporation, in any case in which the assignment, sale, or transfer of the servicing of the mortgage loan is preceded by ( i ) termination of the contract for servicing the loan for cause ; ( ii ) commencement of proceedings for bankruptcy of the servicer ; or ( iii ) commencement of proceedings by the Federal Deposit Insurance Corporation or the XXXX XXXX XXXX for conservatorship or receivership of the servicer ( or an entity by which the servicer is owned or controlled ). 3-601. DISCHARGE AND EFFECT OF DISCHARGE. Primary tabs ( a ) The obligation of a party to pay the instrument is discharged as stated in this Article or by an act or agreement with the party which would discharge an obligation to pay money under a simple contract. ( b ) Discharge of the obligation of a party is not effective against a person acquiring rights of a holder in due course of the instrument without notice of the discharge. 3-602. PAYMENT. ( a ) Subject to subsection ( b ), an instrument is paid to the extent payment is made ( i ) by or on behalf of a party obliged to pay the instrument, and ( ii ) to a person entitled to enforce the instrument. To the extent of the payment, the obligation of the party obliged to pay the instrument is discharged even though payment is made with knowledge of a claim to the instrument under Section 3-306 by another person. ( b ) Subject to subsection ( e ) a note is paid to the extent payment is made by or on behalf of a party obliged to pay the note to a person that formerly was entitled to enforce the note only if at the time of the payment the party obliged to pay has not received adequate notification that the note has been transferred and that payment is to be made to the transferee. A notification is adequate only if it is signed by the transferor or the transferee ; reasonably identifies the transferred note ; and provides an address at which payments subsequently can be made. Upon request, a transferee shall seasonably furnish reasonable proof that the note has been transferred. Unless the transferee complies with the request, a payment to the person that formerly was entitled to enforce the note is effective for purposes of subsection ( c ) even if the party obliged to pay the note has received a notification under this paragraph. ( c ) Subject to subsection ( XXXX ), to the extent of a payment under subsections ( a ) and ( b ), the obligation of the party obliged to pay the instrument is discharged even though payment is made with knowledge of a claim to the instrument under Section 3-306 by another person. ( d ) Subject to subsection ( e ), a transferee, or any party that has acquired rights in the instrument directly or indirectly from a transferee, including any such party that has rights as a holder in due course, is deemed to have notice of any payment that is made under subsection ( b ) after the date that the note is transferred to the transferee but before the party obliged to pay the note receives adequate notification of the transfer. ( e ) The obligation of a party to pay the instrument is not discharged under subsections ( a ) through ( d ) if : ( 1 ) a claim to the instrument under Section 3-306 is enforceable against the party receiving payment and ( i ) payment is made with knowledge by the payor that payment is prohibited by injunction or similar process of a court of competent jurisdiction, or ( ii ) in the case of an instrument other than a cashier 's check, teller 's check, or certified check, the party making payment accepted, from the person having a claim to the instrument, indemnity against loss resulting from refusal to pay the person entitled to enforce the instrument; or ( XXXX ) the person making payment knows that the instrument is a stolen instrument and pays a person it knows is in wrongful possession of the instrument. ( f ) As used in this section, " signed, '' with respect to a record that is not a writing, includes the attachment to or logical association with the record of an electronic symbol, sound, or process to or with the record with the present intent to adopt or accept the record. 3-603. TENDER OF PAYMENT. Primary tabs ( a ) If tender of payment of an obligation to pay an instrument is made to a person entitled to enforce the instrument, the effect of tender is governed by principles of law applicable to tender of payment under a simple contract. ( b ) If tender of payment of an obligation to pay an instrument is made to a person entitled to enforce the instrument and the tender is refused, there is discharge, to the extent of the amount of the tender, of the obligation of an indorser or accommodation party having a right of recourse with respect to the obligation to which the tender relates. ( c ) If tender of payment of an amount due on an instrument is made to a person entitled to enforce the instrument, the obligation of the obligor to pay interest after the due date on the amount tendered is discharged. If presentment is required with respect to an instrument and the obligor is able and ready to pay on the due date at every place of payment stated in the instrument, the obligor is deemed to have made tender of payment on the due date to the person entitled to enforce the instrument. 3-604. DISCHARGE BY CANCELLATION OR RENUNCIATION. Primary tabs ( a ) A person entitled to enforce an instrument, with or without consideration, may discharge the obligation of a party to pay the instrument ( i ) by an intentional voluntary act, such as surrender of the instrument to the party, destruction, mutilation, or cancellation of the instrument, cancellation or striking out of the party 's signature, or the addition of words to the instrument indicating discharge, or ( ii ) by agreeing not to sue or otherwise renouncing rights against the party by a signed record. ( b ) Cancellation or striking out of an indorsement pursuant to subsection ( a ) does not affect the status and rights of a party derived from the indorsement. ( c ) As used in this section, " signed, '' with respect to a record that is not a writing, includes the attachment to or logical association with the record of an electronic symbol, sound, or process to or with the record with the present intent to adopt or accept the record.
Company Response:
State: TX
Zip: 77084
Submitted Via: Web
Date Sent: 2023-11-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-29
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: Tried to apply for a Heloc with Mr Cooper and was denied an application. I was advised of several " missed '' or " late '' payments. I denied this as my XXXX credit reporting companies do not show this. I have made all, that I can recall, payments inside the month that they were due, directly on the company website. I have some screen shots. I have also spoken to customer service who assured me, if I was getting close to the end of the month, that if made INSIDE the due month, it would not have negative consequences. Turns out, not true. They have based their response on when they actually process the payment. These we electronic, same day with confirmation of receipt of payment and no warning that it wasn't valid. On XX/XX/XXXX this year, their system was shut down. No payments could go in, phone or online. I have screenshots and phone records that I tried to pay and an email from them that assured me that I would not face consequence of a late XXXX payment. They have just informed me that their system was not down until XX/XX/XXXX. That is a total Lie. I have the screen shots to prove it. I am current with ALL of my mortgage payments to Mr. Cooper.
Company Response:
State: WA
Zip: 983XX
Submitted Via: Web
Date Sent: 2023-11-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-28
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: On XX/XX/2023 I requested documents, insurance documents, RightPath Servicing relied on to make the claim that the proof of insurance I provided, an HOA master policy, was insufficient coverage for the property. RightPath Servicing provided 43 pages of response letters, Note, Mortgage and other communications but not one insurance document they would have relied on to compare the master policy coverage to the HO6 coverage. In their response letter dated XX/XX/2023 it states : " You will need to call the condominium organization and the provider of the master policy to inquire about their classification for personal property, as we do not have enough information to comment on the matter ''. I have done as required, provided proof of insurance coverage to the servicer. The servicer is required to contact the insurance provider if they need clarification on " classification for personal property '' if the lender has any questions regarding such classification. The servicer, RightPath Servicing, has been provided the contact information for the insurance provider and must satisfy the reasonable basis for assessing a premium charge or fee related to forced placed insurance before implementing such a charge. The servicer has assessed a premium charge before satisfying a reasonable basis. If the servicer is unclear of the language in the master policy then the reasonable basis for assessing for forced placed insurance has not been met.The servicer also claims that forced placed insurance was previously in place but has not provided the requested documents to show proof of their claim. If there was forced placed insurance previously in place, that would mean my monthly charge for this insurance would have been included in my monthly mortgage payment but RightPath Servicing had increased my mortgage payment by {$1000.00} per month for forced placed insurance. The requested documents, proof of an existing forced placed insurance policy, is necessary to determine if the servicer was charging for a fee that was already being assessed. This complaint can not be satisfied by claiming its similar to previously answered complaints, this complaint is for failure to comply to a previously filed request for documents.
Company Response:
State: FL
Zip: 33458
Submitted Via: Web
Date Sent: 2023-11-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-28
Issue: Written notification about debt
Subissue: Didn't receive enough information to verify debt
Consumer Complaint: I respectfully ask for your cooperation in deleting the late payments that were noted from my account history. I cherish my good connection with the Creditors and pledge to make sure that future payments are made on time and with more consistency. NATIONSTAR/MR COOPER XXXX XXXX Those payments were made on time. I am requesting that the late payment markings be updated to reflect my accurate payment history. If there is any confusion, I suggest you contact myself or NATIONSTAR/MR COOPER customer service representative . I am aware that the business has late payment procedures in place, and I genuinely appreciate your compassion and understanding in this regard. Please walk me through the appropriate procedures if there is a formal process to follow or if any further information is needed.
Company Response:
State: CT
Zip: 06042
Submitted Via: Web
Date Sent: 2023-11-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-28
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: The loan was paid in full with a cashier 's check. This check included an amount sufficient to pay off the principal balance, accrued interest to payoff receipt and lien release filing fee. I have received a refund for the over payment from this check however, the company has not applied the payment to the principal balance.
Company Response:
State: NH
Zip: 030XX
Submitted Via: Web
Date Sent: 2023-11-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-28
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: On or about XX/XX/2023, I informed Mr Cooper/Nationstar that my home is under contract and the loan would be paid off on XX/XX/XXXX. I gave them my forwarding address for the refund of my escrow account. On or about XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX, I have called Mr Cooper to inform them no checks have ever arrived and that I would like my escrow balance wired to me. ( I also talked to my postal carrier and they have been on the lookout for 3 checks that were allegedly mailed to no avail ). I have provided direct deposit documentation along with documentation of my new married name so they can update my account. Nothing has happened as of today. I have been dealing with an amazing lady named XXXX and she has tried so hard to remedy this issue but cant seem to get the proper approval or information in order to reissue my escrow funds. First account services told me that checks were issued on XX/XX/XXXX and XX/XX/XXXX, respectively but now I am being told there was a wire transfer on XX/XX/XXXX that never came. I am have tried all options to get my funds and nothing is working. They never issued 3 checks to me otherwise I would have received at least 1 of them.
Company Response:
State: NC
Zip: 28110
Submitted Via: Web
Date Sent: 2023-11-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-29
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: In the month of XX/XX/XXXX I got a letter taped to my window of my home from a third party company that Mr. Cooper hired to do a home inspection unbeknownance to me I called the company on the letter XXXX XXXX XXXX to find out and validate this notice as it seems as a scam. When I called they never provided me with information only that they were sent out by my mortgage company. I contacted Mr. Cooper for validation and clarification to no regard the representatives would not provide me with information. On XX/XX/XXXX the " inspector '' from XXXX XXXX XXXX broke into my home through a side window gained entry into my home and placed these index sized slips throughout my home of it being winterized. My neighbors witnessed the three XXXX men in my back yard and leave my home taking my generator. I filed a police report and contacted my mortgage company Mr Cooper in the presence of the officer and with the phone on speaker phone during this time I was made aware that Mr. Cooper hired this third party entity and never communicated anything to me which has cause mental anguish to my family also a safety concern. I have extensive damages to my property and I no longer feel safe in my home due to Mr. Cooper illegal unethical practices to borrowers. I am a participant of the Louisiana Home Owners Assistance fund and the company have made payments on my account to date Mr. Cooper refuses to apply to bring my mortgage up to date. I have mailed in payments by money order and the company takes weeks to apply it towards my account. Have money order dated receipts and I am seeking assistance in this matter. This has caused me a lot of distress.
Company Response:
State: LA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-11-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-29
Issue: Struggling to pay mortgage
Subissue: Foreclosure
Consumer Complaint: I did a modification with nationstar bank in XX/XX/2015. I made XXXX trial payments XXXX XXXX and XX/XX/2015. Modification was granted and filed end of XX/XX/2015. I made the XXXX XXXX & XXXX payment ( I have cancelled checks ) on XX/XX/2015 I received a notice I was in danger of foreclosure and was 3 months delinquent. I sent them cancelled checks and was told they had not closed the old mortgage & inadvertently applied these XXXX payments to the old mortgage and could not fix it. I went to HUD they refused to correct it. I mailed the XX/XX/2015 check and they returned the check and proceeded with foreclosure. After 4 years the case was dismissed They then refiled a new foreclosure, I never got a hearing, never got to speak. I was never in default with nationstar. Im going to now lose my home Ive lived in for 20 years. My mortgage was paid down to XXXX. I filed multiple new loan modification papers and was always willing to pay my mortgage but they never even responded to them. I dont understand how I can get a modification Pay every payment and they can take the money and foreclose.
Company Response:
State: NY
Zip: 14606
Submitted Via: Web
Date Sent: 2023-11-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A