Date Received: 2023-11-29
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: The issue is with Mr Cooper Mortgage company. My loan was transferred by XXXX bank to Mr Cooper. I created my online account and scheduled several loan payments and additional principal payments {$630.00} {$310.00} {$200.00} {$300.00}. On XX/XX/XXXX all of my payments were reversed, The payments of XXXX and {$200.00} had already cleared my checking account. I contacted customer service, on XX/XX/XXXX, XX/XX/XXXXXXXX XX/XX/XXXX, XX/XX/XXXXXXXX XX/XX/XXXX, XX/XX/XXXXXXXX as well as messaged, created online complaint tickets and emailed their investigation department with proof that the money cleared my checking account and payment was not applied to my mortgage, I got several conflicting explanation 's from customer service and also noticed one of my complaint tickets was deleted along with proof of my bank statement showing the payments to Mr Cooper. I took screenshots of all online interaction and emails
Company Response:
State: FL
Zip: 32539
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: Struggling to pay mortgage
Subissue: Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-li
Consumer Complaint: I went into forbearance on my VA mortgage around XX/XX/XXXX due to a pandemic hardship as the result of XXXX. The forbearance period lasted about a year. Upon completion of the forbearance period, I contacted the servicer to start a workout solution. We finally worked out a Modification agreement. I ended up deploying with the XXXX before I could sign the agreement. I left my brother full power of attorney. He signed the documents as XXXX and returned them to the mortgage company. On XX/XX/XXXX I made the first payment under the new modification agreement in the amount of {$4100.00}. When I went to make the next month payment in XXXX the website would not allow me to process a payment. I contacted the servicer and was notified that they would no longer honor the agreement. They told me the reasons were because they transferred servicers and did not approve how the modification agreement was signed by my XXXX XXXX XXXX. I also noticed that the new servicer " XXXX '' was under the same company as the previous servicer " Mr. Cooper ''. I was not notified about the modification agreement being rescinded until after the fact when I contacted them to make my next monthly payment. Since then, I have been trying to get this resolved and get a loan modification approved with them. For months I had to redo and submit the same application to the mortgage company more than half a dozen times and have my brother sign and send it back. They keep changing how they want him to sign as XXXXXXXX XXXX XXXX and keep finding loopholes to not accept the loan modification and restarting the process. Each time its either an excuse stating that their XXXX person made a mistake on the document or that the guidance they provided with how they wanted it singed was not accurate and we needed to do it again to ensure the modification agreement will be completed how they want it to be done this time around. This month I was notified that they will no longer approve me for a loan modification because of my debt to income and want me to pay outstanding balance in full. I was scheduled to come off of XXXX XXXX last month but I was extended until XX/XX/XXXX. I feel like this process was purposely hindered until my XXXX XXXX period was scheduled to end, and I feel like they should have honored the original loan modification agreement. It was no fault of my own or good reason for them to not honor the original loan modification. They also reported a negative report on my credit history which caused me to lose XXXX points on my credit and made it almost impossible for me to get alternate funding like consolidation loans to rectify this situation. They will not allow me to make any monthly payments towards the mortgage and each month that passes it makes it much harder for me to get approved based on my debt to income. I have been very patient with them and have been sending them everything they need. I have sent them the same documents at least once or twice a month for months now. I also believed that I was going to be covered under SCRA and pandemic foreclosure in this matter and it doesn't seem like I am with the negative impact to my credit report. I also believed that we should have had this resolved months ago and I do not see how it is possible that we couldn't resolve it even up to this point.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: NY
Zip: 11417
Submitted Via: Web
Date Sent: 2023-12-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-27
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: Over the past XXXX years our Taxes and / or insurances are raised therefore there is a " shortage '' in our escrow account. We pay the " shortage '' based on the letter sent to us from the mortgage company ( Mr. Cooper ) and yet our mortgage payment still goes up. Please note ; in anticipation of a yearly increase I send additional funds to be applied to the escrow account but they apply it to the principal instead...???. I called again to find an explanation and they say we do not calculate escrow that way. (??? ) When I ask for a supervisor, they refuse to put the call through but file a request (? ) and tell me a supervisor will call me in XXXX hours. the last time I attempted to resolve a problem with a supervisor. I did NOT receive that call back nor do I expect to receive one now.. When a mortgage company raises your mortgage for no apparent reason the consumer deserve to know and understand what is happening with their mortgage.
Company Response:
State: PA
Zip: 190XX
Submitted Via: Web
Date Sent: 2023-11-27
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: Mr. Cooper assumed responsibility for my fixed mortgage beginning XX/XX/XXXX. The first statement matched my previous monthly payments of {$3900.00}. The following month the statement increased {$4400.00}. In reviewing the statement it was primarily due to an increase in escrow from {$1500.00} to {$2000.00}. Knowing my taxes and insurance hadn't increased significantly it didn't appear correct so I called Mr. Cooper on XX/XX/XXXX and was able to confirm with the customer service rep I spoke with ( XXXX ) that their records reflected the following : -annual taxes were listed as {$17000.00} -annual homeowners cost was {$2700.00} -there was a shortfall in escrow of {$270.00} -there had not been an escrow analysis run by Mr. Cooper since taking over my mortgage -they claimed they did not change escrow charges without an analysis. Getting that information took 56 minutes, every question was responded to with a pause of over several minutes until I would ask if they were still on the phone. I review the above numbers with XXXX and asked her to confirm that if an escrow analysis was done would the logic be to add the above numbers and divide by XXXX to reach the new escrow charge. She confirmed yes, we went thru the math ( total = {$20.00}, XXXX divided by XXXX = {$1600.00} ) and XXXX agreed. When asked what could be done XXXX responded " nothing ''. I asked if there was someone else that would be able to do something or at least explain and was transferred to XXXX who claimed she couldn't access my records, and suggested I call back later in the week. Feeling a little unsettled that my mortgage company didn't seem to have access to my records I submitted a " qualified written request '' as they suggest on the monthly statement explaining my concerns as well as all the details listed above. I called back on XX/XX/XXXX and spoke with XXXX. I recapped the earlier conversation with details and she said all she could do was " initiate an investigation ''. I received a response to my " qualified written response '' stating they would get back to me by XX/XX/XXXX. My overall impression is disorganization or incompetence- not feelings one likes to have towards the keepers of ones mortgage.
Company Response:
State: NJ
Zip: 070XX
Submitted Via: Web
Date Sent: 2023-11-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-27
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: In XXXX of XXXX I sumitted my payment, as usual. On the XXXX, of XXXX Rushmore called stating that payment was not receive. Rushmore receive my payment, stamped my check, with a stamp from XXXX. And stated that they did not Receive Such payment. that check was sent to the address, I always sent my check to. Rushmore Loan Management Services LLC XXXX XXXX XXXX XXXX XXXX, CA XXXX - XXXX. Till today XX/XX/XXXX they are still claiming that they did not Receive that check. They change the account #, number just not to applied the money to my loan. return or applied that XXXX to my loan. Rushmore also stole my monies from my escrow account.. ( XXXX ) from the month of XXXX to XXXX. Rushmore started a new account, effective XXXXClaiming that the principle owed on my account is {$140000.00}, that is not so the principle owed from XXXX to XXXX should be {$140000.00}. proof of insurance was always submitted. they claim that proof of insurance was not submitted for XX/XX/XXXX.
Company Response:
State: FL
Zip: 347XX
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: Credit monitoring or identity theft protection services
Subissue: Received unwanted marketing or advertising
Consumer Complaint: XX/XX/23 Recived a call about equity in my home due to someone running a report on the morgage.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OK
Zip: 73130
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 the XXXX, I reached out and informed them my tax amount reflected that a lower amount was due than was paid. I was told they'd look into it. Below is the initial email sent, along with attachments reflecting both pieces of information : XXXX XXXX XXXX Payments are not consistent with the payment history on the XXXX tax payer website. Amounts removed from the account do not reflect overpayment. My annual tax amount should be {$3300.00}. It appears that Mr. Cooper has billed my escrow for {$4500.00}, and never reflected a credit from the over payment. The City of XXXX does not reflect an overpayment, but reflects a payment of the accurate tax amount ( due to the homestead act exemption ). Can someone please investigate these discrepancies? I do not feel my escrow account has an accurate balance right now. - Mr. Cooper did not send written follow up and communication. I have had to call and beg to get any more information. I have asked for copies of all communication to the city of XXXX, that has been refused. They also will not tell me how to contact the city of XXXX or provide any follow up on the initial email request.
Company Response:
State: PA
Zip: 19134
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: Fees charged
Consumer Complaint: Mr. Cooper stated my property taxes went up. When they actually went down. Assessed and Taxed value on XX/XX/XXXX was {$260000.00}. Assessed and Taxed value on XX/XX/XXXX was {$240000.00}. And the phased in amount for XXXX is still lower than the {$260000.00} amount. They are staying there is a {$370.00} shortage per year ( 12 months ), which is {$31.00} per month. But they want to charge me an additional {$41.00} per month, which is {$490.00} per year ( 12 months ). My math tells me they are charging me 32 % interest on the {$31.00} to get to the {$41.00} amount per month. Makes ZERO sense as I have not had to pay any interest in the past to cover these yearly payments for my insurance plan and my property taxes. They continue to close out my message requests, causing me to have to create a new request. And their site does not allow you to copy and paste information from previous message threads I have created so I am forced to type everything in again. This has all been quite time consuming from my end.
Company Response:
State: MD
Zip: 207XX
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: Loan sold or transferred to another company
Consumer Complaint: I am writing this complaint against Mr. Cooper, a mortgage servicing company, regarding a serious and unresolved issue with the transfer of my mortgage from XXXX XXXX. On XX/XX/2023, I received notification that my mortgage had been sold to Mr. Cooper. Despite this transfer, I had already made the XXXX payment to XXXX XXXX. Recognizing the potential issue, I promptly contacted both XXXX XXXX and Mr. Cooper on XX/XX/2023, seeking clarification and assurance that my payment would be correctly posted to Mr. Cooper. Assurances were given by representatives from both companies that the payment would be properly transferred and posted to my new account with Mr. Cooper. Regrettably, it has now been over a month since my initial contact, and the issue remains unresolved. I have made numerous attempts to rectify the situation, including sending multiple emails seeking verification of my payment, engaging in online chat sessions with Mr. Cooper representatives, and making multiple calls to Mr. Cooper 's Customer Service. Unfortunately, my efforts have been met with frustration, and the issue persists. What exacerbates this situation is that I am now unable to make my XXXX mortgage payment to Mr. Cooper due to the lingering problem. My online profile indicates that the XXXX payment is still due, preventing me from proceeding with the necessary XXXX payment. This situation is causing significant stress and concern as it puts my account in jeopardy of incurring late fees and negatively impacting my credit. Compounding the problem is the conflicting information I have received from Mr. Cooper. I have been sent multiple communications with differing dates regarding the mortgage transfer, and Mr. Cooper representatives continue to place blame on XXXX XXXX for the issue. However, it has been over a month since the problem was brought to their attention, and it remains unaddressed. I have also received multiple pieces of mail with the incorrect amount of my mortgage ( not showing the rate buy down ), and the current amount due showing for XXXX is incorrect. I have received multiple pieces of mail with conflicting information and transfer dates. I believe I have been patient and cooperative in seeking a resolution to this matter. It is disheartening that despite my persistent efforts, Mr. Cooper has failed to correct the issue or provide me with a clear and satisfactory explanation. I am filing this complaint in the hope that your intervention will prompt Mr. Cooper to promptly resolve this matter, ensuring that my XXXX payment is accurately posted, and the impediment to making my XXXX payment is removed. I am also seeking assurance that my credit report will not be adversely affected due to the delay in resolving this issue. Thank you for your attention to this matter, and I appreciate your assistance in bringing this issue to a swift and satisfactory resolution.
Company Response:
State: SC
Zip: 29483
Submitted Via: Web
Date Sent: 2023-11-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-26
Issue: Struggling to pay mortgage
Subissue: Trying to communicate with the company to fix an issue related to modification, forbe
Consumer Complaint: My mother, the owner of the property has passed away and now I have the property, but seeing as she's passed away a tenant has decided to stop paying. So I've fallen behind on payments. Now, because the mortgage company takes so incredibly long to remove the funds from my account, sometimes there won't be enough money. Then sometimes they'll take the funds on time then return it... I've called and tried to resolve this but they act very unprofessional and will not give me a real answer. From all this, I've fallen a bit behind. I'll be more financially stable once those tenants are gone, which is well on its way through court, so I make partial payments, by a certified cashier 's check by priority mail. I sent them 2 partial payments a couple months from each other, which should have brought everything current. On the second check about a month later, I called to make sure everything was current and the foreclosure had ended and told me they accepted the first partial payment and this brought the account down to 2 months. The next check I sent them, on XX/XX/XXXX, they said they shredded it because I sent it to the wrong place. I had to cancel the cashier 's check. I was able to reissue it on XX/XX/XXXX, and send the cashier 's check, certified, to another address. I checked back in with them, by XX/XX/XXXX and they told me the first check wasn't the full amount they continued with default proceedings. Now, they told me, the foreclosure proceedings have begun and they won't accept anything except the full amount. Despite me telling them that according to the Consumer Financial Protection Bureau, they are meant to hold the partial payments in a suspense account and once it has accrued the full balance, it will be applied to the default amount, they said they shredded the partial payment and said that they'll foreclose within 6 months. I've finally got the full balance, plus a month to them, in a certified priority mail check on XX/XX/XXXX. They told me on the XXXX, they won't accept it because it's hand written. I don't know what to say and I don't know what to do. They're making it impossible to pay them and at the end, I have been doing what I need to do to make sure I'm keeping up in this difficult time, and they seem to be making every single excuse possible not take take the money I am sending them. Even in full. And I know that bringing the house down to 2 months late would have brought the house out of default but they continued, even though they accepted the certified check. No where on their statements in the " payment options '' section, is there anything about the check having to be a cashier 's check. Are they trying to be difficult for long enough so they can foreclose? They are using every excuse in the book not to accept the payments I am sending them.
Company Response:
State: NY
Zip: 11566
Submitted Via: Web
Date Sent: 2023-11-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A