Date Received: 2023-11-26
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue: Application denials
Consumer Complaint: Working with Mr. Cooper to try to do a cash out refinance. Was told in XXXX that it could be done in XXXX. In XXXX I was told had to wait until XXXX. Found out through a different lender that had Mr. Cooper done the refinance in XXXX, they would have been penalized because it hadn't been a year. Conflicting information and when I tried to reach Mr Cooper about it, took a week to 10 days to get a call back. Tried to reach the representative 's manager, left several voicemails, sent an email and have never heard back from him. Because the refinance did not happen in XXXX, I am now being sent to collections on several accounts that I thought I would be able to take care of in XXXX. So now my credit score is bad and they say they can't do the refinance now because of the low credit score. I also was not given any other options, like a reverse mortgage. I do not know if anything can be done, but if I was given incorrect information in XXXX, the company should do the refinance now.
Company Response:
State: NC
Zip: 278XX
Submitted Via: Web
Date Sent: 2023-11-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-26
Issue: Closing on a mortgage
Subissue: Trying to communicate with the company to fix an issue with the loan closing
Consumer Complaint: In XX/XX/XXXX. I paid off my mortgage with Mr Cooper. Since then, I have been waiting for the documents to remove the lien on my apartment. After many calls to Customer Service and further escalation to Corporate Resolutions Team nothing happened. After insisting, I received a plain document on XXXX with no instructions attached. It was the original note with a Paid in Full stamp, which I took to my attorney to conclude the process. For our surprise, it has a few notations, but none of them has endorsed the document to me or bearer. Also, an allonge was missing. I placed a corporate complaint in XX/XX/XXXX explaining the requirements, and today, XX/XX/XXXX, I received the solution to my case. They resent a copy of the same useless document they sent in XXXX.
Company Response:
State: PR
Zip: 00971
Submitted Via: Web
Date Sent: 2023-11-26
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: On XX/XX/XXXX, I was on the phone for 2 hours trying to reapply for forbearance and was put on hold multiple times. The rep said she was putting me on hold discussing with a manager how to finalize. After 2 hours, the phone disconnected and nobody ever called me back so I have no update regarding my forbearance plan if approved or not and also therefore, I do not know that if not approved as to whether I am in default or not. Since XX/XX/XXXX, I have called multiple times in attempts to speak to a representative. Each time, I can never connect to a person. The automated system appears to be set up to never be able to speak to a live person. On a few of the attempts when I thought a person would answer, my call was immediately dropped. I have also received regular calls from Rushmore from an automated number with an automated message saying I need to make payments and to call the number in which is the same number that has called me. This company is operating extremely unprofessionally and risking me being in default of my mortgage. I also can not make any payments online as in order for me to access my account per the website, I am instructed to call in. I need immediate answers and a resolution for these issues as to status of my forbearance, default status, account access and contact with a human being. Rushmore has claimed that there is a 60 day waiting period due to switching services but I have been serviced by Rushmore for years which is also not true and has nothing to do with me never being able to make contact with this company!
Company Response:
State: OH
Zip: 44105
Submitted Via: Web
Date Sent: 2023-11-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-26
Issue: Trouble during payment process
Subissue: Lien release
Consumer Complaint: XX/XX/XXXX - Mortgage being held by Mr. Cooper paid off. This is reflected on my login on the online website. Inquired when a lien release form would be mailed to me through instant chat on the website and was initially told that within 30 days I should receive that form. They instructed to call or chat with them if I had not received it within 30 days. XX/XX/XXXX - I have not received the lien release form so I messaged Mr. Cooper through the website. Note, when I call the company, I am never able to get a real person. The phone call directs me to use instant chat on the website and hangs up. On my website login, there is no option to instant chat anymore. It has disappeared. Thus, I have no ability to communicate with a live person at Mr. Cooper about this issue. XX/XX/XXXX - Mr. Cooper responds to my message and now states that lien release will be sent 60-90 days after mortgage payoff. XX/XX/23 to present day - Called Mr. Cooper multiple times attempting various phone calls to get accurate information about the lien release as I have been told two different timetables. On the phone, the automated recording now states that lien release forms are available within 3 to 9 months. The issue is that I have been told 3 drastically different timetables for receiving a lien release form. The most recent statement on the automated recording stating 3-9 months sounds excessively slow. I am unable to even communicate with a live person at Mr. Cooper and so am escalating this with the CFPB.
Company Response:
State: AZ
Zip: 85206
Submitted Via: Web
Date Sent: 2023-11-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-24
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 is refusing to correct their mistakes concering my mortgage transfer. They are using deceptive practices. We are a new customer to Mr. Cooper and we were impacted by the cyber security attacke one day prior to our first payment being due. Mr. Cooper 's website and all online notifications, and a communication via mail ensured that we would not incurr late charges and that this would not impact our credit score. The latest communication from Mr. Cooper ensures that we will continue to receive foreclosure notices
Company Response:
State: MA
Zip: 02072
Submitted Via: Web
Date Sent: 2023-11-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-24
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: I have been making additional principal only payments on a mortgage that was sold by Bank XXXX XXXX to Mr. Cooper/Nationstar and it was changed somehow without my signature from a fixed interest rate note to variable interest. Once I discovered they can raise my interest rate every year, i began making additional payments with Notes in the check/payment envelopes that the entire check was to go towards principal of note only. ( I am on auto payment system for the regular payment per month ). The last 3 months they have applied my payment towards Future Interest instead of applying the payment towards principal on the day received and processed. So in a sense, they are not paying down the principal of my note with the entire extra payment as I directed them to do. It is also making the pay-off of the note greater than it should be because of the time that has gone by being applied to future interest instead of principal. I have had to call them every month for the past 3 and ask that they apply payment correctly. They do not. and then i get the statement the following month and see they didn't correct it and that they again misapplied the principal payment ( and the auto payments are not recorded on statement either.
Company Response:
State: WI
Zip: 53005
Submitted Via: Web
Date Sent: 2023-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-24
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: Ever since our home loan being switched to Mr. Cooper, we have had to call each month to request that they apply our funds correctly. Each month I receive harassing e-mails, text messages, phone calls, and voice messages throughout the work day stating we are late on our monthly mortgage payment. We are actually one month in advance of our payments ever since being moved back in XXXX of 2023. Our first payment was due XX/XX/2023 and to ensure that our payment would be on time started to make payments in XXXX. XX/XX/XXXX and then again at the end of XXXX to make the full payment for XX/XX/XXXX. Ever since making payments early and partially, Mr. Cooper has not been able to apply them to make a full and total payment each month and was being told each time I called to ask them to correct this, each representative, until today, has told me that it will be fine, they will make notes in the account and that there is NOT a penalty or issue with making early/partial payments. Today I was told that I am going to have this issue going forward and have to call EACH month, as the system does not apply it correctly. I tried to Confirm with XXXX XXXX at Mr. Cooper that I appreciate his honesty as this is the first person to state that this issue can not be corrected and will continue to happen and be harassed unless we make a separate account and hold the fund in our own account until we gather enough to make a full payment. Again, I reiterated that we are a month in advance of our home mortgage payments and was told that there is no penalty to making payments early or partial. He said I will continue to have this issue if I do not make a change. I shared that I am the customer and am doing my part to make my payments on time and early and I do not have thousands of dollars or access to their system to ensure my payments are being applied correctly and that is Mr. Cooper 's concern. I also am allowed to pay whatever amount I choose and whenever I choose. This is not something the company Mr. Cooper is to dictate to the customer. I have never had this issue with the previous lender.
Company Response:
State: AZ
Zip: 853XX
Submitted Via: Web
Date Sent: 2023-11-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-24
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: XXXX XXXX just sold my loan to Mr. Cooper. I wasn't able to even ACCESS anything online for a long time because they had a data breach. I had paid {$1400.00}, and my credit union showed that Mr. Cooper had cashed the check, but when I called, the representative said I had not yet paid. I told them I HAD and they cited the system breach and said hopefully my funds would show up. According to Mr Cooper online, I would FINALLY have an online statement after the XXXX, so I checked after then but there is only a statement from the XXXX that says I owe them money. Their system shows I paid now, but the funds are unapplied. I've tried several times to find out what my current mortgage balance is, and the estimate after paying {$1400.00}, is having {$800.00} taken off what I currently owe. It has been nearly a DAILY struggle to get ANY information from them, and all I've gotten is excuses.
Company Response:
State: UT
Zip: 84057
Submitted Via: Web
Date Sent: 2023-11-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-23
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: I am filing this complaint to NATIONSTAR/MR COOPER for allowing fraudulent accounts on my credit report and for no corrective actions taken on this fraudulent information. As I checked my recent credit report, inaccurate accounts are reporting on my credit report and no further actions have been taken. I have filed an FTC report which I included here with report number XXXX for your reference and as proof of these inaccurate reporting.
Company Response:
State: IL
Zip: 60638
Submitted Via: Web
Date Sent: 2023-11-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-22
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 unable to make a payment to XXXX XXXX, because of a " data breach '' with Mr. Cooper Mortgage Company. Now Mr. Cooper reps are saying everything is fine and if your data was leaked they will send me a letter. I need to know what data was compromised and what kind of attack it was. They will not say if it was a " zero day '' attack or ransomware etc. I'm just supposed trust they won't get hacked again, after I already trusteed they wouldn't in the first place? I do not know what I need to do to mitigate any risk on my end because the company will not tell it's customers what happened exactly.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: IL
Zip: 62002
Submitted Via: Web
Date Sent: 2023-11-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A