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: Mr Cooper took the required three " trial '' payments after accepting my Loan Modification, sent me a first regular payment due date and amount. I tried to pay it early and they said the modification papers hadn't come through yet. And to pay it at the due date so they'd have time to get the papers. I paid the payment ( XXXX ) on time as well as on time payments for XXXX and XXXX. The account has been transferred to XXXX XXXX and on two occasions I've gone thru this whole thing with their representatives. They've sent me a " you're 90 days late so we're declaring you in default and accelerating your loan ''. XXXX says it's under review but they won't take my XXXX payment. I've sent explanatory letters to the XXXX on all these facts and the reply they sent was dated XXXX but the records showed no payments since XXXX they also provided me with an advisor to work things out and the number given was for a fax machine. Please, someone jump on this as they've threatened forclosure.
Company Response:
State: VA
Zip: 226XX
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: Loan sold or transferred to another company
Consumer Complaint: My loan was Modified with XXXX XXXX XXXX in XX/XX/XXXX. The payments were made on time for the correct amount each month through XXXX of XXXX. The Servicing had changed in XXXX of XXXX, when Community was taken over by Nationstar, Nationstar began servicing it under a division of theirs by the name of Right Path. Right Path received but failed to credit me for XXXX and XX/XX/XXXX. In addition, they refused all future payments from me, on the grounds that the account was over XXXX behind in payments when they received the account. I was given a number of different explanations why the account was in default when all the payments were in fact made, and the evidence presented. The first was that there was no modification. When that claim was successfully challenged, the next explanation was that my taxes were XXXX per month and depleted the escrow account. When that claim was shown to have no factual basis, and that the tax and insurance expenses had been within the budget of the escrow as structured at the start of the modification, Right Path entirely ignored this fact. They refuse to tell me how each of my payments was applied under XXXX XXXX XXXX, insisting they do not have access to that data. And yet, they continue to state the same non existent escrow expenses as cause for the default upon which they refused to take my payments, ( and in doing so, created a path to foreclosure. ) And they keep restating this in spite of the fact that it is patently false. The deplorable state of accounting history for the loan is such a red flag of reckless foreclosure, I will be surprised if it doesn't demand an explanation. I will attach it.
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-11-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-18
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 had a breach to their system. It was back up and running and all payments were processed for XXXX. Trying to access my account with account #, social, on app, website, and phone and my account can not be located through any of these. Can not reach a person to even confirm if my account exists. I pulled out original loan documents and have entered all correct information and every means of communication says my account does not exist. Im concerned their system has been breached and there has never been a follow up to me as a customer from the original breach to let me know if my personal information was compromised. Disappointing to say the least. My immediate concern is the fact that my account does not seem to exist.
Company Response:
State: VA
Zip: 23435
Submitted Via: Web
Date Sent: 2023-11-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-19
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: I'm 30 days late on my XXXX Payment. Life happens. But everything is ok. I'm trying to login to my account and, my login information is 100 % CORRECT. I haven't changed it since the mortgage started. But when I login, it says " Page Doesn't Exist '' and when I try to connect to a customer service representative on the phone, the automated prompt says it doesnt recognize my SSN or my Loan Number. And talking to an actual person is IMPOSSIBLE. The automated phone service just kicks you off and says " Call back when you have the required information '' I HAVE THE REQUIRED INFORMATION, YOUR SYSTEM JUST GOT HACKED AND NOW ITS ALL MESSED UP AND YOU REFUSE TO MAKE IT EASY FOR YOUR CUSTOMERS TO TALK TO A LIVE PERSON WHO CAN HELP. Oh my god. This is so frustrating. I don't want to lose my house.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: MI
Zip: 48182
Submitted Via: Web
Date Sent: 2023-11-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-17
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: i have tried for months to get a payment history from the mortgage company to find out why they state that i am 4-5 months behind, when i call them on the phone i get different responses on the amount of months I asked several times for them to send me my payment history, but they refuse to when i do make payment arrangements to catch up i get another notice that i am still behind several months i make my payments on a monthly basis. and yet i am still behind. i also wonder why they will not remove all the late payments from my loan the negativity goes back multiple years, and they refuse to remove the late payments it is affecting my credit score to the point where i can't get any good rates on a loan
Company Response:
State: CT
Zip: 06610
Submitted Via: Web
Date Sent: 2023-11-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-17
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: XXXX XXXX transferred my loan to a new company called Mr. Cooper. Right before the transfer they did a escrow review and calculated a shortage of {$3900.00} for the year or roughly {$990.00} per month ( this was + $ XXXX/month more than previous months ) to start in XX/XX/2023. My total monthly mortgage payment went from {$1800.00} to {$2100.00} per month overall which includes principal. I've explained to both XXXX XXXX and Mr. Cooper that my taxes have not increased, in fact the actual taxes have decreased this year. I've asked them why am I still paying for a projected shortage due to taxes and insurance increasing when my taxes have decreased and my insurance has increased but not enough to justify this much of an increase. Mr. Cooper, my current lender, insists that they have done their calculations correct for the upcoming year and that is not what I'm disputing. I am concerned that I should've received a refund for the overage that I've been paying these past 5-6 months when the actual taxes have not increased, they are much lower than theirs ( and XXXX XXXX 's ) projections.
Company Response:
State: IL
Zip: 60067
Submitted Via: Web
Date Sent: 2023-11-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-17
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: Please help there is fraud going on with Mr. Cooper Loans in XXXX, MI XXXX. They are trying to raise our Mortgage almost {$800.00} overnight. This is FRAUD! You have no right to come near the food that I put in my families mouth you scum bag gangster bankers. Mind your own business or pay of my home in full and drop my identity after. Turn yourself in for fraud who ever did it, you'll want to ensure that this never happens to another USA human being. We were sold by XXXX XXXX to this company. We called XXXXXXXX XXXX from XXXX XXXX XXXX. XXXXXXXX XXXX XXXX XXXXXXXX, CA XXXX. I said victim of crime and took no responsibility for a criminal designed credit score. I only claim responsibility under the whole truth, I represent truthfully a perfect credit with no debt/no missed bill payments represented by USA FBI direction to open XXXX XXXX XXXXXXXX XXXX XXXX XXXX and to copy the Attorney General of California now to my home State Michigan. I keep getting charged for a criminal credit using my identity, police case stale was reported. Yet they continue to get rid of me and penalize me for an untruthful low credit that I did not design after the year XXXX. My whole case was not represented legally until year XXXX or late XXXX year until heroic Lawyer simply followed USA law for the first time. XXXX XXXX XXXX. of XXXX, MI XXXX and XXXX XXXX XXXX XXXX XXXX, MI represents my cases in full and my missing daughter that was abducted by criminals.
Company Response:
State: MI
Zip: 492XX
Submitted Via: Web
Date Sent: 2023-11-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-17
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: Loan purchased by Mr. Cooper XX/XX/XXXX. There was a change in insurance at the same time, resulting in escrow shortage. I remitted approx {$6600.00} extra, instructing it be applied to escrow with the old lender. Mr. Cooper received the account with shortage. I spoke with XXXX XXXX, and remitted another $ XXXX to bring shortage back up to par, but they did not post to escrow, they put in unapplied funds. Then they raised my payment to cover the shortage that the $ XXXX was intended to cover. Then I send in payment, and they put in unapplied as it was not the inflated payment they wanted, putting me further in the hole with them. Spoke with XXXX ( XXXX XXXX won't give last names ) XXXX, who indicated problem would be resolved the next week and he'd call back. No call. Called XXXX and re-explained the entire thing to XXXX. Again, she promised to call at XXXX mountain on XXXX. Didn't call. I called again XXXX and was told XXXX unavailable , so made appt for XXXX to call at XXXXXXXX XXXX. He did not. Called again after all the appointments lapsed, and told them I was submitting this complaint, as I can not spend my work hours fighting to get them to do their jobs.
Company Response:
State: CO
Zip: 80134
Submitted Via: Web
Date Sent: 2023-11-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-16
Issue: Closing on a mortgage
Subissue: Delays with the closing process
Consumer Complaint: Did a refinance with XXXXXXXX XXXX XXXX XXXX held the mortgage on the property but the refinance loan never got paid off which made customer go into foreclosure. Customer had to pay out of pocket {$10000.00} to pull house out of foreclosure. Customer contacted Mr. Cooper Mr. Coopers manager said it would be resolved, was never resolved due to the foreclosure. Customers credit has been damaged and customer had to pay XXXX fees as well as pay an additional {$10000.00} to get property out a foreclosuref When if the refinance wouldve been paid off customer wouldve never had to pay anything. Customer contacted Mr. Cooper to inform him what was going on Mr. Cooper contact the title company went rounds for almost a year and problem never got resolved talked to multiple managers managers told customer it would be resolved and it never got resolved. Were just companies and Title Company is putting the problem on customer when customer did everything that she needed to do to resolve the issue so customer feels that one of the company should take responsibility of the problem customer we shouldnt have to pay {$10000.00} additional to have her refinance close the year later after closing day while paying the mortgage with
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80011
Submitted Via: Web
Date Sent: 2023-11-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-15
Issue: Communication tactics
Subissue: Frequent or repeated calls
Consumer Complaint: Our VA mortgage loan servicer Mr. Cooper is in violation of the FDCPA. They call me multiple times a day and leave multiple voicemails in an attempt to collect debt. They are well over the XXXX calls within XXXX days limit not only this week, but weeks prior. I'm exhausted of the daily harassment our family is enduring. I have asked them to cease all phone calls at this time. I can be XXXX day late or XXXX and they continuously call me demanding payment. They are well aware of our financial struggles but do not want to offer any positive solutions. The only time calls have stopped was within the last XXXX weeks when this company had a Secuity breach and shut down their payment portal. I have tried to work with this company for 3 years now for assistance with no options available but to foreclose, short sale or deed in leu. I DO NOT want to lose my home. I can only communicate through their online message portal because every time I call the assigned XXXX is not available. The mortgage loan was refinanced in XXXX before it was sold to Mr. Cooper. When Covid hit, the loan was granted a forbearance in order to assist with late payments due to unemployment, like many other families endured. Our family unexpectedly divorced shortly after and the property was granted to me, so I asked Mr. Cooper to assume the loan ( as I wanted to take over the payments ) and was denied as they do not offer that option. Why the heck would you not have an option for spouses that divorce? I tried to modify the loan with my sole income and was denied because their processors didn't understand how child support payments work. They insisted I apply without child support and of course I was denied as the loan was now showing unaffordable. In late XXXX I was unemployed for a few months without pay and fell behind 3 months. I eventually caught the loan up even though the payments were late, once I started new employment. In XX/XX/XXXX the borrower was diagnosed with XXXX and has been unemployed the last 6 months causing both our incomes to go down. I can report my hardship over and over again to the loan servicer, but this company offers no solutions for homeowners to keep their home. I can't help the external factors that keep happening to our family, it's not in my control. He is a veteran and I am a XXXX XXXX of XXXX. I want to keep my home and am working hard to keep all payments a float. I am currently behind 2 months in mortgage payments with XXXX month being paid out this week on XX/XX/XXXX. I am committed to making all my payments, but they will be late due to the financial and medical circumstances our family is currently facing. I am asking this company for some grace during this time until I can find extra jobs to bring in additional income. At XXXX days late they have previously had people knocking on my front door taking pictures, again harassing my family when all we are trying to do is survive. It's exhausting. Please help stop the harassment and maybe find our family a solution. Thank you
Company Response:
State: IA
Zip: 50021
Submitted Via: Web
Date Sent: 2023-11-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A