Date Received: 2024-02-02
Issue: Struggling to pay mortgage
Subissue: Foreclosure
Consumer Complaint: I got far behind on my payments due to serious XXXX problems that caused me to miss XXXX months of work. I requested a loan modification or refinancing. I was denied both. My home is now in XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 17268
Submitted Via: Web
Date Sent: 2024-02-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-01
Issue: Attempts to collect debt not owed
Subissue: Debt was already discharged in bankruptcy and is no longer owed
Consumer Complaint: On XX/XX/year> I filed a Petition for Bankruptcy in the XXXX XXXX XXXX New York. On XX/XX/year> the discharge of indebtedness was granted. At that time the mortgage debt was discharged. Since 2021 I have received 100 's of communications from Mr. Cooper. Mr. Cooper still states there communications are an attempt to collect a debt. This is in violation of TCPA the The Fair Debt Collections Practices Act. I have asked Mr. Cooper to discontinue the contact on a number of occasions, and Mr. Cooper continues to attempt to collect a debt from me. I do not owe this debt.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2024-02-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-01
Issue: Closing on a mortgage
Subissue: Trying to communicate with the company to fix an issue with the loan closing
Consumer Complaint: We sold our house and we are in contract to close XX/XX/XXXX. Request payoff amount and received XXXX XXXX. This payoff was incorrect- stating we owed interest for all of XXXX in the amount of XXXX along with other fees. There were also unapplied funds in the amount of XXXX that no one could explain why they were not applied. We are currently almost out of XXXX XXXX XXXX through which our trustee has been sending monthly payments to the company that have not been accounted for, so they say. We have also been sending full monthly payments ( that include interest ) every month since bankruptcy. We are not behind at all. I have sent the correct documentation providing proof of this to the research department on XX/XX/XXXX and on XX/XX/XXXX I received XXXX emails with payments credited to our account. I called to follow up and was told that I was paid in full until XX/XX/XXXX and at this time I requested another payoff amount. This arrived and was the exact same amount as the previous one - nothing was adjusted. We then received a statement in the mail with our principal balance decreased to XXXX with XXXX in escrow. I called back to question this and why the payoff was not showing this change and they told me those payments credited were reversed. That the bankruptcy portion was not showing. I think submitted more information from the trustee of and itemized list of payments made from the courts every month. This was submitted on XX/XX/XXXX. I was told it was escalated- due to my situation of being in contract to close. I was told I would have resolution by the end of business day on XX/XX/XXXX. I called on that date and there had been no change. Called on the XXXX and no change. Called on the XXXX and was told that there are people ahead of me- they will not move me up in line, and I will hear by XX/XX/XXXX. I have been given a different story and different amount no statement is consistent with the other and no one will help. Possession is to be taken of our home on XX/XX/XXXX from our buyer per contract, we have a contract on another house and the buyers also have buyers in contract on theirs. I was told if I pay this wrong payoff amount even though I am disputing it and have been for a month - I am agreeing to the payoff. I am backed into a corner with this company. They know I am in contract and at some point have to close which means paying off the amount, tell me if I pay if off I agree, even though I do not and I know it is wrong. I have taken all measures and provided all documents to get this taken care of and no one is.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 44483
Submitted Via: Web
Date Sent: 2024-02-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-29
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: An Escrow analysis was performed in XX/XX/XXXX under the first home insurance figures the XXXX received. It was estimated that my escrow was short and that I needed to pay a difference of XXXX to bring my escrow current which I did in addition to my regular payment on XX/XX/XXXX. I called in the first time in late XX/XX/XXXX at which I was advised by a person in Texas who worked in escrow that my payments would change to {$930.00} and some change, explained over the phone. Today I was told by XXXX in escalations over the phone my escrow account is short and my current payment will be {$950.00} and some change. I told her she is the first person to tell me that my account was short in all the times I called in this month. I ask to consult a manager on the issue and I was told it would take 48 hours for a manager to contact me back with no name or number. There is nothing I can see currently online that reflects a current change and updated info. This has been going on the whole month of XXXX up until today. The new payments are suppose to begin XX/XX/XXXX and there is currently no updates.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32225
Submitted Via: Web
Date Sent: 2024-01-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-28
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue: Confusing or misleading advertising or marketing
Consumer Complaint: Between XX/XX/XXXX and XX/XX/XXXX, the mortgage company Mr. Cooper serviced a VA mortgage I held jointly with my spouse. Despite repeated assurances from the company that all diligent measures would be taken to protect our sensitive personal financial information, Mr. Cooper retained this information after the loan was transferred and paid off. As a consequence of the firms retention of our sensitive data and further failures to maintain requisite systems security our names, addresses, social security numbers, and personally identifying details were leaked to an undisclosed third party. Time and time again, financial firms negligent handling of consumer data in conjunction with a lack of basic information systems security results in data breaches. Without any accountability or penalties there is no incentive for adequate investment in security. Rather, costs saved by not implementing these basic measures fatten bottom lines while exposing consumers to immense risk and potential harm. It is incumbent upon the CFPB, FTC and other agencies to increase enforcement until the costs of a data breach become incentive to properly safeguard this sensitive information. It is also essential that notice of past breaches be made centrally available to inform consumers. This information would go a long way toward guiding consumers to firms that are capable and careful with their data as the paltry offers of credit monitoring are insufficient to redress the harm caused by this negligence.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: WA
Zip: 98362
Submitted Via: Web
Date Sent: 2024-01-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-23
Issue: Closing on a mortgage
Subissue: Delays with the closing process
Consumer Complaint: Mr. Cooper seems to be purposefully delaying the closing process. I am the seller and I am selling my home through an assumption process. We have been under contract since XX/XX/XXXX. We have a closing date scheduled for XXXX XX/XX/XXXX, and Mr. Cooper keeps inventing new forms and request from the buyers that theyve already provided. They refuse to issue the closing disclosure until they receive a pay statement from the buyer that will not be generated before the closing disclosure is due. The pay statement will post on XX/XX/XXXX and Mr. Cooper insists it is required before issuing the disclosure. I am also under contract to purchase a home on XX/XX/XXXX and that purchase is at risk if we delay closing any further. Mr , cooper will not return my agents calls for information on this process.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20745
Submitted Via: Web
Date Sent: 2024-01-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-23
Issue: Problem with fraud alerts or security freezes
Subissue:
Consumer Complaint: I paid off my mortgage held by XXXXXXXX XXXX in XXXX A company call Mr Cooper apparently bought XXXX XXXX and decided to keep my social security number and private info even though I 1. Had paid off my mortgage in XXXX and 2. Have never done business with Mr. Cooper ever. Mr. Cooper has now lost my information because they have been hacked. How long or if ever is Mr. Cooper as a legal Mortgage company allowed to keep my info?
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: WA
Zip: 98499
Submitted Via: Web
Date Sent: 2024-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-22
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: Rushmore Servicing company took over Rushmore mortgage. I had XXXX XXXX insurance and then 2 years ago switched to XXXX XXXX. Rushmore Servicing doesnt show the changes and now putting into my escrow account over {$4000.00} that I must pay. I had XXXX XXXX to verify that the insurance was paid for and I had coverage. I tried to reach Rushmore Serviceing and all I get is automation. The automation doesnt have a selection to help me. Ive tried different numbers and they have the same automation. I need to speak to a representative to get this resolved because my insurance payments have gone up {$300.00} plus dollars. Ive never dealt with a company that doesnt have a live person.
Company Response:
State: NY
Zip: 11729
Submitted Via: Web
Date Sent: 2024-01-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-22
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue: Delays in the application process
Consumer Complaint: I began a VA loan assumption with Mr. Cooper in XX/XX/. I was immediately aware of their advertised 4-6mo assumption process, but not aware this violated my rights under Regulation Z. They received all the required documents on XX/XX/XXXX. I received complete silence of any information or contact on their end. Over the course of the next month I called on average once a week and had to pry any information or timelines out of their customer service department. After taking it to their escalations department for a second time I was told I will be contacted by a loan officer on XX/XX/XXXX. This puts this above the 30 day ( 45, with notice of extension ) without any written ( email or otherwise ) notice from them. I will likely not have a loan estimate nor closing disclosures sent to me in the timeline required by the CFPB and have been forced to push the closing date to end of XXXX Furthermore, it is clear that Mr. Cooper has done everything in their power to dissuade their customers and borrowers from exercising their right of loan assumption. The examples I've ran into so far are : - Countless warnings of a 4-6 month process because they are " backed up '' and have been since rates increased. - A false written statement in their assumptions package : " Please be advised, the loan is not assumable according to the terms of the Note, if an unrelated third party is requesting to assume the debt. '' ( see 1st page, end of paragraph 2, on attached ) - Their escalations department stating my rights are not protected under the CFPB when attempting a credit qualifying assumption. - A complete lack of communication on documents needed and timelines for contact or next steps.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: FL
Zip: 325XX
Submitted Via: Web
Date Sent: 2024-01-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-22
Issue: Struggling to pay mortgage
Subissue: Trying to communicate with the company to fix an issue related to modification, forbe
Consumer Complaint: Greetings, I am writing to lodge a formal complaint against Right Path Servicing regarding their handling of my mortgage escrow account. This issue concerns a significant change in my homeowner 's insurance and the subsequent lack of response and action from Right Path Servicing to adjust my escrow account accordingly. Initial Change Notification ( XX/XX/2023 ) : I informed Right Path Servicing of a change in my homeowner 's insurance provider, switching from XXXX XXXX XXXX XXXX XXXX. The new annual premium was substantially lower, {$1200.00} compared to the previous {$3400.00}. This change should have led to an adjustment in my monthly mortgage payment due to the reduced escrow requirement. Lack of Response and Action : Despite sending multiple emails ( the first on XX/XX/2023, followed by two subsequent follow-ups ), I received no acknowledgment or response from Right Path Servicing . My emails detailed the policy change and requested an updated escrow analysis. Additionally, attempts to contact the company via the provided telephone number were unsuccessful, with the phone system appearing to be designed to avoid direct customer interaction. Financial Implications : The failure of Right Path Servicing to respond and adjust my escrow account in light of the reduced insurance premium has placed me in a difficult financial position. As a customer, I am unable to afford the new payment amount and the delay in adjustment is causing financial strain. Actions Taken : To resolve this issue, I have sent three detailed emails to Right Path Servicing, each outlining the situation and requesting an urgent escrow analysis update. I have also attempted to contact them through their customer service phone line, with no success in reaching a live representative. This situation reflects a lack of customer service and a disregard for the financial implications on a customer due to the company 's inaction. I seek the assistance of the CFPB in resolving this matter and ensuring that Right Path Servicing conducts the necessary escrow account adjustment in a timely manner, as per the change in the homeowner 's insurance policy. Thank you for your attention to this matter. Sincerely, Concerned Customer
Company Response:
State: FL
Zip: 32712
Submitted Via: Web
Date Sent: 2024-01-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A