Date Received: 2023-11-22
Issue: Struggling to pay mortgage
Subissue: Foreclosure
Consumer Complaint: I am the successor in interest to a family home in XXXX XXXX XXXX. It took numerous attempts over the course of a year to get Mr. Cooper the mortgage servicer to recognize this. Since then I have requested a validation of the debt and the payoff amount. I requested any and all available loss mitigation options to be presented. None of these have been done or provided. They have on multiple occasions tried to assert the property is vacant and send people to " maintenance the property '' to which I have responded on each occasion that the property is not vacant. I believe this was done to ultimately cause more fees to be assessed making it more difficult to keep the property. I have not been properly noticed of the immanent foreclosure. No proof that Mr . Cooped has the legal right, standing, authority to foreclose and sell the property. Upon my own investigation I have discovered Mr. Cooper is demanding the remaining principle of {$35000.00}, plus {$14000.00} in missed payments, and {$7000.00} in " lender paid expenses ''. There is no details as to what these charges are for. The {$14000.00} includes principle amounts that the are adding to the states remaining principle balance in an effort to get more money in profits that could possibly be owed. I believe this to be a unconscionable and deceptive practice that was done intentionally by the mortgage servicer. I called the servicer and the services attorney-in-fact to try and have the sales set aside because of failure to provide required documentation as prayer console state law As well as failure to have properly appraised prior to Initiating foreclosure proceedings. The company has a history Of predatory and wrongful acts towards customers. The company also informed me on a phone call that they were not going to follow state law even though they've been put on notice that they're in violation.
Company Response:
State: AR
Zip: 720XX
Submitted Via: Web
Date Sent: 2023-11-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-21
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: Mr. Cooper responded to my previous complaint through CFPB with a letter, and attachment ( please see the attachments ), dated XX/XX/2023 stating that they have updated my payment history. This information has NOT been updated on Mr. Cooper 's website. My account is still showing that a payment is due on XX/XX/2023. My next payment due is XX/XX/2023. The website needs to be updated to reflect the account as current. Additionally, the credit bureau needs to be contacted by Mr. Cooper to rectify any bad credit reporting on behalf of XXXX XXXX and Mr. Cooper.
Company Response:
State: MA
Zip: 02072
Submitted Via: Web
Date Sent: 2023-11-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-21
Issue: Trouble during payment process
Subissue: Loan sold or transferred to another company
Consumer Complaint: Our current mortgagee sold our loan but didn't allow the required 15 days notice of transfer to new mortgagee. We just received notification on XX/XX/23 the new servicer takes over on XX/XX/23.
Company Response:
State: SC
Zip: 29642
Submitted Via: Web
Date Sent: 2023-11-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-21
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: I am filing a complaint against Mr. Cooper, the company currently servicing my mortgage loan, originally with XXXX Mortgage. Since the transfer of my mortgage servicing to Mr. Cooper, there have been ongoing discrepancies in the Unpaid Principal Balance ( UPB ). Incorrect UPB : Mr. Cooper 's records indicate a XXXX of {$190000.00} as of XX/XX/2023. However, the loan history summary from XXXX Mortgage shows a different XXXX of {$190000.00} for the same date. Despite my requests, Mr. Cooper has not verified the XXXX with XXXX Mortgage, leading to a significant discrepancy in the balance. These issues have caused financial discrepancies and considerable distress, as I am unable to ascertain the accurate status of my loan. I have attempted to resolve these matters directly with Mr. Cooper but have not received a satisfactory response or correction of the errors. I am seeking assistance from the CFPB to ensure that Mr. Cooper verifies the correct XXXX with XXXX Mortgage accurately and promptly. Thank you for your attention to this matter.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 34142
Submitted Via: Web
Date Sent: 2023-11-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-21
Issue: Problem with a company's investigation into an existing problem
Subissue: Problem with personal statement of dispute
Consumer Complaint: XXXX XXXX sold my loan to MrCooper and I was not aware the loan transfer. I do have auto-payment with XXXX XXXX so I never thought there could be a problem with my mortgage payment. I noticed the late payment at the beginning of XXXX. I made the payments and setup the auto-pay with MrCooper. I called MrCooper in XX/XX/XXXX explaining the situation. The customer service was nice and said she will help me dispute the credit report. On XX/XX/XXXX I received the letter saying their inquiry will take 30 days. I called them again to see if they can expedite the procedure and they totally changed their response. They said what I did is useless, the inquiry result would be declining my request and they will not remove the credit report regardless of my situation. They don't care about the fact that the loan was transferred without my ackonwledgement. They first said they can help dispute and then they change their attitude saying they will do nothing. After the first time they told me they can dispute the credit report, I sent out an offer to buy a house and the offer was accepted. Now I'm facing a high risk of a huge penalty since later they refuse to dispute the late payment.
Company Response:
State: CA
Zip: 95129
Submitted Via: Web
Date Sent: 2023-11-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-21
Issue: Struggling to pay mortgage
Subissue: Trying to communicate with the company to fix an issue related to modification, forbe
Consumer Complaint: Hello I have received a document yesterday stating that my mortgage was transferred to XXXX XXXX XXXX mortgage do you know anything about this? They it was transferred on XX/XX/2023. This company has not answered their phones and their phone numbers are scam numbers and they do even respond to emails. I ask Mr. Cooper about this and their only answer is that someone opened a mortgage with that company in my name and how it possible that someone was able to a mortgage in my name without my permission? Also I have been sending in complaints about Mr. Cooper for the past 6 months and now this has happened and I want both of these companies throughly investigates because something is going on and I want to know what it is.
Company Response:
State: PA
Zip: 19131
Submitted Via: Web
Date Sent: 2023-11-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-21
Issue: Struggling to pay mortgage
Subissue: Foreclosure
Consumer Complaint: I have been trying to work with Mr Cooper for my mortgage I was doing a modification and they said they would need paperwork filled out the sent me a link that would not open I requested several times and even put in a complain and then they said I was not eligible!!! And my loan officer keeps changing and they keep telling me different things or do not answer or call back. I received a letter from a lawyer that said I havent responded which is a complete lie. I was told by the gentleman who served us foreclosure paperwork to not make another payment until you go to court because I did pay almost XXXX and was told I was reinstated but would not let me make payment I have money in escrow to show the judge that they are lying and not letting me pay my bill. Look at attached say this will exapire on XX/XX/23 but it wont let me access the paperwork and when they send you a link by email it doesnt allow you to open it either
Company Response:
State: PA
Zip: 183XX
Submitted Via: Web
Date Sent: 2023-11-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-20
Issue: Charged fees or interest you didn't expect
Subissue:
Consumer Complaint: I have/had a loan with Rushmore Management and they sold out/transferred the loan to Rushmore Servicing. I was sent an email stating XXXX XXXX was taking over the loan and my loan would be transferred in several days. Once the loan was was transferred, I could make a payment. I was told I would have 30 days to make the payment. I tried within 5 days, but their website was having issues. After a week, I was able to make the payment, well within the 30 days given. I received my next statement from Rushmore Servicing stating there was a late fee and that my payment had gone from {$350.00} to {$570.00}. I called the toll free number only to reach a person I could not understand. I asked for a supervisor and got a person named XXXX XXXX I told her my payment was not late and that I had always paid {$350.00} and could not afford the new jacked up rate of {$570.00}. She stated she would look into it and call me back. I never heard back. I called again and spoke with XXXX, who apologized and said she should have called me back with an answer. I again told her that I could not pay the new rate of {$570.00} and this would have to be adjusted. Again, XXXX told me she understood and would look into the matter and get back to me. That was 2 weeks ago. You can not speak with anyone from the United States and they do not return their calls. I got a new statement from Rushmore Servicing stating my minimum payment was to be {$460.00}, which I can not pay that amount either. I feel this company is shaking me down, charging me fees it should not, and being underhanded with how they do business. I need for someone or a company or government agency to look into their practices and help me sort this abuse out.
Company Response:
State: CA
Zip: 91107
Submitted Via: Web
Date Sent: 2023-11-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-20
Issue: Struggling to pay mortgage
Subissue: Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-li
Consumer Complaint: I was originally sold on a modification from a previous mortgage company. I was set up for a 6 month zero interest agreement that would pause my mortgage payments. After that timeline expired I was contacted by Mr. Cooper stating the same agreement as before, I agreed but then at the end of my agreement I was told this was a loan modification and I had to pay back the XXXX or sell my home. I have a family of XXXX including myself, XX/XX/2023 I under went XXXX XXXX XXXX and I lost my job in XX/XX/2023. Reluctantly I was forced into a terrible loan modification that made my rate go from XXXX to XXXX and my monthly payments went from XXXX to XXXX a month. We are in desperate need of help, also Mr Cooper told me that I'm also responsible for a XXXX deficit caused by my previous mortgage company because they messed up the escrow amount. I'm also a combat vet that is XXXX percent XXXX.
Company Response:
State: SC
Zip: 29483
Submitted Via: Web
Date Sent: 2023-11-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-20
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: Good Afternoon, Please reply and I will call and reschedule our phone consultation ASAP!! I've attached all of the documents your video said to have available. The summary of our ongoing NIGHTMARE with Nationstar / Mr. Cooper / XXXX are as follows : When we purchased XXXX XXXX XXXX XXXX Multi-Family apartment complex it was to aid in our " Non-Profit '' housing desire. XXXX XXXX XXXX. XXXX is the parent company for XXXX XXXX XXXX XXXX XXXX XXXX XXXX Non-profit Org. We are a XXXX XXXX, XXXXXXXX XXXX XXXX XXXX We create long term permanent housing for homeless XXXX and XXXX We've partnered with Hud XXXX, the VA Administration and the Social Security housing coordinators in these agencies to help place all those in need of " XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ). Since the beginning our mortgage has been repeatedly mishandled! Over the past 3 years I've repeatedly had to contact Mr. Cooper for mis-applied payments. There was a mortgage increase that we were never notified of and when we contacted them we were told that Mr. Cooper " anticipated an increase ) in our insurance and property taxes. We had our insurance agent contact them and provide them with proof that there was no increase to our coverage. Then we were told the increase was due to an increase in our property taxes. Once again we provided them with copies of our City , County & State property taxes. After that we were told that they were putting funds in an " Unapplied Funds '' account that would cover any increases. In actuality what Mr. Cooper has been doing since they took over the loan from Nationstar is this. 1st- they increased the monthly mortgage account by {$310.00} WITHOUT NOTICE TO US so now our monthly mortgage amount due was {$2400.00} 2nd-When they receive the monthly mortgage payment of {$2100.00} they applied the full amount of this payment to their " Unapplied Funds '' account 3rd- When they received the following month 's payment of {$2100.00} they pulled the {$310.00} plus late fees/ penalties/ Interest and left the balance in " Unapplied Funds '' that went on for a year. 4th- When we contacted Mr. Cooper and requested an escrow analysis and a total amount to bring our account current and in " good standing '' we were given the amount of {$6500.00}. This amount was paid to Mr.Cooper and proof of payment was sent to them. 5th- But once again the extra payments were applied to " Unapplied Funds '' and nothing was posted to our account. ( I've got copies of every email, every person we spoke to, summaries of the conversation and what we thought would be an end to this madness. We finally got it escalated to a Department head at Mr. Cooper who informed us that we'd needed to speak to " Velocity '' to get everything cleared up. In speaking with Velocity we were offered a " Reinstatement Agreement '' in which we were to wire {$9600.00} to Mr.Cooper/XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX which we did. This was to have cleared up all of the posting errors, closed out the mysterious " Unapplied Funds '' account, credit the late fees, interest and penalties. This was also to remove the increase Mr. Cooper was " anticipating ''. Just to get ahead we included 2 additional payments so there would be no questions. We had been sending them {$2400.00} as the Reinstatement Agreement notated but once again these funds were placed in " Unapplied Funds '' and the madness had just started over. When we contacted Velocity we were told that Mr.Cooper is now disputing the Reinstatement Agreement terms and on XX/XX/2023 they charged us ( 21 ) late fees in the amount of {$60.00} each. When asked how they could contest the agreement they drafted and why they were so willing to waive these fees BEFORE RECEIVING THE WIRE we were told someone would get back to us. To date that has never happened. So once again we caved and sent the amount they said was due which included the ( 21 ) late fees {$3800.00} for the month of XX/XX/2023. As of today Mr.Cooper 's online account review shows us as being behind and the amount due once again is {$3800.00} and once again Mr.Cooper is charging us the ( 21 ) late fees! Now in the past 3 years I've never gotten a return call from Mr.Cooper or Velocity but last month the building sustained roofing damage from a wind and hail storm which our insurance carrier sent us a check to cover the repairs to the building. Since the check was in excess of $ XXXX it had to be made payable to everyone on the mortgage XXXX XXXX XXXX XXXX, Velocity, Mr.Cooper ) We sent the check to Velocity who quickly endorsed it and returned it but when we sent it to Mr.Cooper this was their response : " In situations like this we prefer that you endorse the check, send it to us, then we'll deposit it into a " Unapplied Funds '' account and as work is completed in stages we will order an inspector to go view the work and they will dispense it in smaller portions directly to our contractors ''. Now considering that this madness has been going on for 3 plus years we're not comfortable sending them another tool to use in this mortgage madness but now Mr.Cooper 's Insurance Claim department is calling us daily asking us to forward the $ XXXX roofing repair check to them. An agent actually stated that at times Mr.Cooper will take the full amount of the insurance check and apply it to the principal balance. When asked how this protects and repairs the property we were told that ( 1 ) late fee could make the difference and considering that Mr.Cooper has posted ( 21 ) late fees twice in a 60 day period we're not confident nor comfortable sending the check to Mr.Cooper. With the principal balance only being $ XXXX we've been unable to locate a commercial lender for such a small loan amount but we also don't want this to continue and we desperately want to continue to help all those in need of housing. Definitely our XXXX XXXX XXXX, they're owed it and they most certainly deserve it, Please take a quick moment and view our website " www.Asafeplacetolay.com '' Our goal is to finally bring this HORRIBLE EXPERIENCE to a close. We're not behind on payments but we're now very tired of playing games with Mr.Cooper. PLEASE HELP! 1- 12- months of Mortgage statements ( we have 36 months ) 2- An Annual Escrow Analysis ( included ) 3- Copies of the Mortgage ( included ) 4- Cancelled Checks / Bank Statements from our Banks showing the paid amount to Mr.Cooper ) 5-Identify the errors in posting of our payments 6-Provide proof of written dispute ( Copy of complaint filed with CFPB ) No response has ever been received from Mr. Cooper 7-Copies of copies of all documents
Company Response:
State: GA
Zip: 30296
Submitted Via: Web
Date Sent: 2023-11-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A