Date Received: 2023-11-15
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: We paid our XXXX payment through the mail and it was received and credited incorrectly by Mr. Cooper on XXXX. Our intent, as stipulated with the check of {$2700.00}, was that {$2000.00} was to be applied to our principal balance, and {$770.00} was the mortgage amount due. Mr. Cooper acknowledged receipt of the check, but after paying the mortgage balance, credited an escrow account for {$770.00}. All on XXXX. We have no escrow with Mr. Cooper. The balance of the {$2000.00} less {$770.00} was credited to principal. Repeated phone calls to almost ten representatives over the past almost two months resulted in assurances by them that it was being corrected, but never was. On Monday this week, XXXX, XXXX representative, XXXX did provide some satisfaction taking the XXXX payment and allocating it correctly. Today, XXXX, XXXX XXXX, ( name he gave ) was lying to us again and hung up.
Company Response:
State: GA
Zip: 30075
Submitted Via: Web
Date Sent: 2023-11-15
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: Loan sold or transferred to another company
Consumer Complaint: On XX/XX/XXXX my XXXX tried to make my mortgage payment for XX/XX/XXXX but Mr Cooper Mortgage XXXX system would not display my mortgage loan account. I tried to diss ; ay my mortgage loan account online on XX/XX/XXXX to make my XX/XX/XXXX mortgage loan payment and received a message saying : Good Evening, XXXX Congratulations, your loan is fully paid off. I had read an article about Mr Cooper 's systems receiving a cyber attack so I assumed perhaps my account was compromised, therefore prohibiting me from accessing my account. I contacted the online Mr Cooper chat representative on XX/XX/XXXX to request an explanation for not being able to make my XX/XX/XXXX mortgage loan payment. The rep 's chat reply was that a letter had been sent to me on XX/XX/XXXX and as of XX/XX/XXXX my loan was transferred to XXXX XXXX and to reach out to them at XXXX and this is the reason I can not make a payment online with them. I contacted my estranged husband whom I own the property with in joint-tenancy to learn that he never received a letter or notice from Mr Cooper pertaining to the transfer of our mortgage loan. I did not call XXXX ( XXXX XXXX XXXX, XXXX ) because incorrect information could possibly be given out over the phone and a payment could possibly be lost. There is a federal law regulating transferring mortgage loans so I am requesting that CFPB assist me in the deceptive and bad business practice by not informing me and my husband of the transfer and leaving us without documentation and the new XXXX XXXX loan account #. Please help us not to be penalized with late fees for the XX/XX/XXXX mortgage loan payment and please request that Mr Cooper expedite the legal documents to both me and my husband who have different addresses on file with Mr. Cooper. Thank you for any help we can get in this serious matter.
Company Response:
State: NJ
Zip: 08109
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: My problem is two fold. The first, being with the mismanagement of my escrow account. The second, being with my attempt to remove PMI. Focusing on the first problem, last year in XX/XX/XXXX, my mortgage company ( Home Point Financial ) did an auto analysis of my mortgage escrow account and refunded me money from my escrow account ( {$3100.00} ) and decreased my payment from {$2800.00} per month, to {$2600.00} per month ( {$240.00} less per month ) because they reported that my taxes had decreased which resulted in a surplus. This " surplus '' was due to the fact that I took advantage of a tax credit from the elderly prior owner which I would have to pay back the next year. I had no choice in receiving this refund and the bank issued a certified check with the XX/XX/XXXX analysis. When I bought the home in XX/XX/XXXX, the bank was aware of this tax credit and that I would have to pay this credit back the following tax year. Had I been managing my own account by myself, I would have made the same payment and kept the money in the escrow account. On or around XX/XX/XXXX, I received another escrow analysis now stating that there was a projected shortage of {$11000.00}, which used incorrect ( and inflated ) tax figures from the prior year when I paid back the tax credit I took advantage of my first year. As a result, the bank was increasing my payment from {$2600.00}, to {$4000.00} effective XX/XX/XXXX, for 12 months to recover the surplus. An amount I could not afford to pay. Following my receipt of the XX/XX/XXXX analysis, I called the bank several times and was filtered through several departments to see if this shortage could be recalculated to a more affordable rate. The bank refused to offer me the longest and most affordable term ( 48 months ) and would only offer me a term that was based on the most that I could afford ( 36 months ). The bank did another escrow analysis, this time with a correct figure for my school taxes, but still incorrect figure for my property taxes, which then decreased my payment from {$4000.00}, to {$3200.00} with an effective date of XX/XX/XXXX, not XX/XX/XXXX, as previously stated for the first notice, only giving me a few days to come up with an additional {$600.00} payment. This subsequent analysis now projected a shortage of {$8800.00}. I tried repeatedly with the bank to get them to change the effective date to XX/XX/XXXX, where I called practically every other day to speak to a different supervisor to try and get help. The bank refused to change the effective date to XX/XX/XXXX, and I had to make the payment. Since the inception of Home Point Financial 's management of my escrow account, they have grossly mismanaged my account thereby creating a catastrophic shortage and they refuse to offer me any other more affordable option to repay the shortage that they caused. Second, my mortgage company refused to give me any criteria for what meets their definition of " substantial improvements '' in order to remove PMI without a Broker Price Opinion. I am able to request PMI removal based upon valuation less than 80 % loan to value if I made improvements to the home prior to the loan being 2 years from the origination date of XX/XX/XXXX. I submitted my PMI removal request on XX/XX/XXXX, and outlined a list of improvements on XX/XX/XXXX, totaling over {$30000.00} since I bought the home. However, I failed to include the fact that during that period I also added a bedroom to my home brining it from a 3 bedroom to a 4 bedroom home because of their failure to provide me with criteria. The mortgage company rejected my listed of improvements on XX/XX/XXXX, because they did not " significantly impact the value or marketability of the subject property '' and made me proceed with obtaining a Broker Price Opinion at a cost of {$150.00} now that the loan was past the 2 year origination date which requires me to hit a 75 % loan to valuation. Following a Broker Price Opinion, it was determined that my house had a 77.5 % loan to valuation, which was insufficient to remove PMI from my loan. I submitted an appeal with XXXX comparable homes and a recent home sale in my neighborhood, but the lender refused to consider my appeal valuation even though the Broker Price Opinion inappropriately used 2 out of 3 home sales that were more than 6 months old to form the basis of their valuation, and when my appeal included 5 comparable home sales that were less than 6 months old.
Company Response:
State: NY
Zip: 12309
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: Struggling to pay mortgage
Subissue: Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-li
Consumer Complaint: To whom it may concern, We need further help in regards to this ongoing issue. During XXXX year 2022 my husband lost his job due to the whole company having to close, he was out of a job for several months, lead up to us asking Mr.Cooper for help around late XX/XX/2022, they informed us that we can qualify for the CARES act at the time, and we could PAUSE our payments up to 12 months. We immediately signed up, due to being first time home buyers and very scared of the XXXX foreclosure word. They said over the phone we would have several options available to us when we decided it was the right time to reinstate our paymeyments. We " Paused '' our payments for roughly XXXX months, the first time I called to reinstate payments they stated I could make the lump sum payment of the balance or they could modify my loan. I asked what happened to my other options, Particularly the option of taking my mortgage balance and adding it back to the end of the loan. That option was verbally spoken to us when we intially enrolled in the CARES act. The answer given was that the CARES act has ended via the VA, and I no longer qualify for that option. I then said " I wasnt notified that the program was coming to an end in anyway '' I felt trapt We had several phone conversations about this issue, I was brought into this agreement with options to included adding my balance on the the end of my mortgage and now those options were no longer " Available '' to me and not one person called/email/written notice that the options they gave were coming to an end. So now the options were to PAY the $ XXXX upfront or modify our loan .... we felt forced to enter into a forbearance plan, and modify our VA loan to almost triple what we were initally paying our mortgage payment is now almost {$3500.00} a month! WE were going to XXXX it up and really cut our family expensive and just try to pull through until I did some digging. XXXXUnder that CARES act was it not unlawful for MR.COOPER to ask us to repay the lump sum of $ XXXX back because we our using the XXXX XXXX? - I also have since the intial complaint filed by my husband complaint # XXXX, that this is an issue that isnt effecting only us as MR. Cooper customers . It has made news headlines! As of XX/XX/XXXX : XXXXXXXX XXXX XXXX XXXX are in the foreclosure process because of this issue and nearly XXXX more are delinquent. Fortunately we are not in those specific numbers but this issue has caused my family FINANCIAL HARDSHIP and turmoil as well as EMOTIONAL hardship as well. WE only want it fixed, we want that intial option back : the option to add whatever we accrued during the CARES act pause added back onto the end of our mortgage loan.
Company Response:
State: AL
Zip: 35226
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: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Mr. Cooper / Nationstar / Seterus has misreported my mortgage with them as CLOSED to XXXX ( XXXX and XXXX are currently fine ), causing a XXXX POINT CREDIT HIT to my score. I have contacted them several times, including TWO disputes through XXXX, a XXXX complaint, and they keep reporting my mortgage as {$0.00} balance closed. I would like them to properly report my mortgage to XXXX as PAID ON TIME, Unpaid Principal of {$7400.00}.
Company Response:
State: NC
Zip: 27610
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: Closing on a mortgage
Subissue: Trying to communicate with the company to fix an issue with the loan closing
Consumer Complaint: XX/XX/2023 : applied for loan. Throughout XX/XX/2023 : XXXX XXXX said I would get tons of emails, texts and phonecards from mortgage companies because I'm applying for a loan and my information is public while a credit check is being done? Voicemails, texts and emails flooded my devices. Wrecked one of my phones with a virus. XX/XX/2023 : signed docs with notary, she stated loan looked " funny. '' Then there is a class action lawsuit for a cyber breach against Mr cooper. I had to freeze accounts!
Company Response:
State: CA
Zip: 91786
Submitted Via: Web
Date Sent: 2023-11-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-15
Issue: Struggling to pay mortgage
Subissue: Trying to communicate with the company to fix an issue related to modification, forbe
Consumer Complaint: As a consumer, we dont feel that we are getting treated fairly in the process of our account nor our credit with NATIONSTAR MORTGAGE LLC . It continues to be the same issues report our account as delinquent when its solely their fault the account is behind because of them XXXX XXXX the account in the first place at the beginning of the year claiming they fix the issue but never did and every time I call to try to resolve it I get nowhere no results. Nothing but the unwillingness to help get the account resolved its been an ongoing issue with this company and were tired of them destroying our credit because someone in their office cant get it right I have spoken with four different representatives in the month of XXXX to set up some type of repayment plan to get our account back in order so we were to start our repayment plan XX/XX/XXXX that is what the representative agree to.. but we never got that in writing so here we are in XXXX and they are totally remaking and back sliding on the offer that was set in place
Company Response:
State: TX
Zip: 768XX
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: Trouble during payment process
Subissue: Loan sold or transferred to another company
Consumer Complaint: Hi, Ive been trying to make a payment to my mortage for the last 2 months either online or on the website. Neither place can I make the actual payment. Ive tried to call on numberous occasions. Everytime I call after work, the phone is on hold forever and then the line disconnects or I get through and they say " sorry we cant access your account right now we are have techinal difficulties ''. A few months ago, I was in the middle of doing a hardship modification loan and I had to pay XXXX payments on time, which I did. Then they would finish the process and secure the modifiication. During the process the mortage company looks like it was bought out or changed hands with a bank with a similar name and now my account is all messed up and it says I owe XXXX payment each month. I know this amount is not correct, and there is not XXXX at the bank to fix it. That is why I am filing a complaint. I can not get in touch with anyone at the bank and can fix it. The company was XXXX XXXX XXXX XXXX and new company XXXX XXXX.
Company Response:
State: PA
Zip: 190XX
Submitted Via: Web
Date Sent: 2023-11-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-15
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 not received a mortgage statement since XXXX of XXXX. When my mother passed away during XXXX, I became the administrator of her estate. Mr Cooper ( formerly Nationstar ) was notified of this and began interacting with me. At the beginning of XXXX, my mailing address changed. Mr Cooper was notified of this change both via phone and via mail. However, I have not received any statements since XX/XX/XXXX. I have attached a copy of the notice letter to this complaint. The copy is not signed, but the notice that I mailed to Mr Cooper is signed. I have tried calling, but Mr Cooper uses a malfunctioning voice recognition system that says partial words, stops, and acts as though the user has said something even though the user has said nothing. As a result, I am unable to reach a person and unable to communicate with them via phone.
Company Response:
State: CA
Zip: 917XX
Submitted Via: Web
Date Sent: 2023-11-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-14
Issue: Closing on a mortgage
Subissue: Delays with the closing process
Consumer Complaint: Here 's the timeline : On XX/XX/2023, my offer on a house was accepted by the seller where we entered into a written purchase and sale agreement. Since we are both XXXX we agreed to a VA loan assumption at a lower interest rate they locked in years ago. After home inspection was complete, the paperwork that was provided by the seller 's lender XXXX XXXX had instructed that the next step would be for me to contact the VA. I spoke with the VA on XX/XX/XXXX to initiate the assumption process, but they said that the majority of the assumption process is actually handled by the lender, and the VA only has a 15-day timeframe to respond, approve, or deny. I called XXXX customer support on XX/XX/XXXX to relay back what the VA told me, and they let me know that the paperwork I would be submitting along with the seller would be processed within 45 days. Customer support also informed me that the credit-worthy assumption I was applying for can take 4-6 months. When I asked them to elaborate on why the 4-6 month timeline, their explanation for this delay is due to bottlenecks caused by either the buyer, seller, or the VA. Since the lease on my rental at the time didn't expire until the end of XXXX, I felt somewhat comfortable with waiting this out for a few months. On XX/XX/XXXX, the seller and I submitted XXXX 's requested documents. I then called XXXX, who estimated 5-10 business days for them to respond. The representative assured me that the past few weeks are included in this 4-6 month estimate. On XX/XX/XXXX, I checked in with XXXX 's customer service department, who confirmed my documents were received XX/XX/XXXX. They recommended checking back in another week. By XX/XX/XXXX, XXXX 's customer service department still had no updates. When I requested speaking directly with their assumptions department, the representative said that XXXX customer service does not have direct communication with the assumptions department and can not transfer me. On XX/XX/XXXX, I called the VA who let me know that the VA no longer approves assumptions themselves but instead lets the lender handle all approving, underwriting, and transferring of VA entitlements. The VA nowadays only gets involved directly if a ) lenders deny an assumption and the veteran protests or b ) if any mistakes and/or ineptitudes are demonstrated by the lender. These specialty cases are when the VA steps in to help move things along. When I brought up XXXXXXXX XXXX 4-6 month timeline, the VA rep thought this was excessive, but also said that lenders have 30 calendar days to complete a loan assumption. At the time we were still within this 30-day period ( from document receipt XX/XX/XXXX ). The same day ( XX/XX/XXXX ), I called XXXX to request an update. Up until this point, I had spoken with eight different XXXX customer service representatives. The ninth rep I spoke with said their assumptions department cleared the initial doc review and found no issues, so they sent our loan information to the originations team. Originations would then assign a loan officer to submit VA forms, go through the closing process, and will reach out within 10 business days to go over credit qualifications, and assist as a direct point of contact moving forward. I called XXXX XX/XX/XXXX, XXXX, XXXX, and XXXX requesting updates- the response each time was that every loan servicer is backed up and are experiencing peak assumption loan activity. On XX/XX/XXXX, I called the VA to check if they could confirm any activity from their side. The VA rep informed me that lenders don't get paid very much money to do assumptions, so they aren't incentivized to move them forward quickly. However, they informed me that I could submit a case with XXXX XXXX XXXX XXXX and file a complaint to the Consumer Financial Protection Bureau to help move things more quickly. I opted not to, and instead escalate things within XXXX management before taking these steps. The same day ( XX/XX/XXXX ), I asked XXXX for an update. They let me know that my case was sent to corporate on XX/XX/XXXX ( I assumed " corporate '' meant assumptions ). They said they have 30 calendar days from THIS date to contact us, and again reminded me that credit-qualifying assumptions take 4-6 months. When asked to speak to a manager, the rep assured me that her manager also had no access to the assumptions department either. On XX/XX/XXXX, a representative from Mr Cooper Mortgage left a voicemail requesting my earliest availability to speak. I immediately called XXXX to ask who Mr Cooper Mortgage is, and they confirmed that while XXXX is a servicer of mortgage, they subservice some administrative to Mr Cooper, who will be moving my account forward. I called back the representative from Mr Cooper Mortgage XX/XX/XXXX, then again XX/XX/XXXX - leaving voicemails each time. I was able to speak with the Mr Cooper rep on XX/XX/XXXX, who identified himself as my loan originator. He gathered my basic information ( name, birth, social, address, employment history ), ran my credit score, and asked that I submit a few documents to his email address ( taxes, bank accounts, HOA dues, and property purchase agreement ). By the next week, he would email a welcome packet for me to e-sign. Once completed, a second person ( a loan processor ) would reach out within 7-14 days. Typically, assumptions are completed between 30-60 days of receiving the welcome packet. Since they were overloaded with assumptions at the time however, he said it might take a while longer. After a few days of exchanging emails with my dedicated loan originator, I noticed on one of the VA forms he sent that a close date of XX/XX/XXXX was shown. When I asked him to confirm if this was in fact our close date, he said its more typically closer to 45-60 days after he receives initial documents. By XX/XX/XXXX, the loan originator confirmed that he received the initial documents, and moved my file to initial underwriting review. The estimated timeframe to completion had been set to 45-60 days from this point ( 60 days = XX/XX/XXXX ). The next step would be waiting 7-14 days for the loan processor to reach out. On XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX, I checked in with the originator requesting an update on the load processor 's whereabouts. He let me know that all initial documents were received, and that I should keep an eye out for a " conditional approval '' on or before XX/XX/XXXX. This would be the first email I receive from the loan processor of what would be needed to work toward earning a final approval. On XX/XX/XXXX, my wife and I were able to extend our rental 's lease one month in order to accommodate the extended duration of this loan assumption process. On XX/XX/XXXX, I received my first email from the loan processor congratulating me on the conditional approval of my loan request. She let me know the " whole process takes approximately 4-6 months on average, '' and requested additional information from me ( marital status, HOA bill XXXX and verification of employment ). The next day, I sent an employment verification letter from my employer that listed a phone number to call. My realtor also sent a requested copy of an HOA bill. On XX/XX/XXXX, the loan processor asked for a few more items that were missing from my initial application. The employment verification letter I submitted could not be accepted since it did not include an email address. I responded the same day addressing each missing item, including previous loan history, and history of previous credit inquiries ( the employer email address I would have to get back to them with ). I also brought up what my realtor notified me that same morning- that a close date of XX/XX/XXXX had been identified somehow. I asked if this date could be negotiated a few weeks earlier since we would have to move out of our rental before the end of XXXX, and would like to avoid moving into temporary storage and housing. I tried calling three times, but could only leave a voicemail. On XX/XX/XXXX, the loan processor informed me that the XX/XX/XXXX date we saw was just a target date, and couldn't guarantee a date until we were approved. She then asked for additional items regarding my spouse 's background and credit history, but would address the specifics of these in a separate email thread. She also confirmed that an email address from my employer 's HR department is the only acceptable method of contact. Called the loan processor XX/XX/XXXX, but no answer. My employer has a XXXX XXXX of over a million employees, so it took several internal calls and emails to finally receive an HR email address I could relay back to the loan processor on XX/XX/XXXX. The loan processor had not yet sent the second thread regarding spouse information. On XX/XX/XXXX, I asked the loan processor two very important questions. The first question was " what remaining milestones are left between now and closing? The second question was " has either my data or the current homeowner 's been exposed to Mr Cooper 's recent cyber attack? '' I had incidentally discovered through skimming news headlines of a major cyber attack that hit Mr Cooper Mortgage on XX/XX/XXXX, but was not contacted about it by Mr Cooper themselves. The loan processor responded the same day, saying they're still working on the approval but are at a standstill due to corporate security lockdown. She did not have access to the level of security breach and couldn't confirm any impact to our case in particular. I tried calling the loan processor twice on XX/XX/XXXX, but left no message. I then called the VA on XX/XX/XXXX, asking if they've seen any activity happening with this loan from their side. The VA rep confirmed no visible activity so far, and recommended again that I submit a case to XXXX XXXX XXXX XXXX and file a complaint to the Consumer Financial Protection Bureau. I tried calling again XX/XX/XXXX, and left a voicemail urgently asking for an updated timeline - as our rental 's extended lease was about to expire. I also followed up via email asking again for a timeline update, since the originator 's 45-60 day estimate was approaching in just days. I also tried calling the loan processor 's supervisor ( listed in her email signature ), but it was a non-working number. On XX/XX/XXXX, I notified the loan processor of the escalation steps I was suggested by the VA, and again asked for clarification on next steps. As of this writing, there have been XXXX elapsed days since the seller and I entered our purchase and sale agreement, and there is still no confirmed close date.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: ID
Zip: 83642
Submitted Via: Web
Date Sent: 2023-11-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A