Date Received: 2023-11-14
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: I filed a claim with my homeowners insurance company back in XX/XX/2023 received the check from my insurance co. had to sign it and send it to Mr.Cooper to sign and release funds I sent the check with the insurance adjuster 's paperwork that they wanted to have, many months go by and they have not released the funds so I check online and they said they did not received the paperwork for the adjuster so I sent it again more time goes by and sent it again because they keep losing the paperwork so I sent it again today XX/XX/2023 been talking to them just about every week but there is always something holding up the check and it is always them stating that they did not get all the papers from the insurance adjuster that I had sent many times over, The check was in the amount of {$72000.00} as I read thru XXXX I see a lot of these remarks from people that Mr. Cooper is holding the insurance check ransom from people who have had a claim for their homes. I have even asked Mr. Cooper if they would call the insurance company to get everything that was supposedly missing from all these times that I have send the paper work to them and of they even stated they would call themselves as this is just unreasonably taking too long and they should have notified me about the missing paperwork from the claims adjuster even though I have sent it over to them multiple times over and it still gets lost, I don't think they are losing anything I think they are just holding the money in a bank collecting the interest off the checks that they receive for homeowners claims that they get. Mr. Cooper has had my insurance adjuster 's paperwork for months now with the check while my house is falling apart because of their negligence on getting the check issued for the roof to be fixed.
Company Response:
State: IN
Zip: 465XX
Submitted Via: Web
Date Sent: 2023-11-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-14
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: We have a Heloc from XXXX XXXX, which we have paid consistently despite the rate increases. In XX/XX/, XXXX transferred the loan to XXXX XXXX and raised our fees and payments by more than XXXX. When I called to inquire about the change, they stated it was a " system error that they were aware of and would be addressing... .nothing should change ... our amount would remain the same. '' An updated statement was sent, reverting back to our normal payment. I immediately submitted the payment via their online system, although their online system still reflected the inaccurate statement requirement. I called again and they stated it would be rectified It wasn't. I have since called 6 times asking for assistance. I have been disconnected 4 times and am again sitting on hold ... .so far 20 minutes and counting. I tried emailing and chatting, and still no assistance. I have since received a letter stating that I still owe the XXXX XXXX which was due immediately or there would be penalties. Again, I was told this was an error in their system. Last week they had a " system outage, '' which they now say is rectified, yet the data is still incorrect. I received a New statement that now states we owe more than XXXX, including a past-due payment I already made. It's now 40 minutes on hold. I am a military widow on a fixed income and should not be taken advantage of in such a manner. I have made every attempt to communicate and address the errors in their system but to no avail. Now they disconnected the call... again. Their actions deserve to be investigated and reported as they seem to be fraudulent in their actions and customer service. Would appreciate it if you could look into this. I am happy to provide any and all documents for proof and verification. Thank you.
Company Response:
State: LA
Zip: 70503
Submitted Via: Web
Date Sent: 2023-11-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-14
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: This is a request for information as well as notice of error. On XX/XX/2023 RightPath Servicing responded to my complaint. In their response, on page 2 paragraph 2,3,4 and 5 RightPath Servicing quotes information found in my master insurance policy and states page 82, section A.2. states that building does NOT include any personal property within the individual units or limited common elements except as provided in Paragraph A.1.f of this endorsement. Then goes on to describe permanent attachments/fixtures to the structure such as electrical fixtures, built-in cabinets and countertops and appliances etc. as being personal property. ANY permanently affixed fixtures, cabinets or wall & ceiling coverings ( paint ) and floor coverings ( carpet etc ) would NEVER be considered personal property in ANY type of insurance policy. I am not sure where XXXX learned that what she has described as personal property is considered such but I am requesting the documents she has relied on to make such a claim. It appears the response letter is a mix of language found within the policy and the letter provides no nexus to the claims made that these described features/fixtures of the condominium fall under personal property and are not covered by the All-In proof of insurance I have provided. Page 82, section A.2 and Paragraph A.1.f are mentioned but not provided to show that 1. These features/fixtures of the condominium are considered personal property and 2. These fixtures are not covered by the insurance policy. Please respond promptly.
Company Response:
State: FL
Zip: 33458
Submitted Via: Web
Date Sent: 2023-11-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-13
Issue: Trouble during payment process
Subissue: Loan sold or transferred to another company
Consumer Complaint: Your selection of options that I choose is not because I cant Pay, We can Pay, its the many years of fraud, lost data, transfers and unable to get Any Arm of Support to tell the truth Many years ago my loan was transferred from XXXX XXXX XXXX and loan, I had a floating interest rate but didnt even know that I had a floating interest rate in the financial madness of the early XXXX. I like everybody got sucked into this thing and never had a mortgage that said it was changing to a variable loan. My wife got XXXX in XXXX as we were struggling to get back on our feet, filed bankruptcy when XXXX XXXX sued, filed a XXXX XXXX and spent XXXX of thousands to fight losing our home to laws that have since Changed. Loan sold to XXXX, XXXX loan serving, and recently Rushmore Servicing. Rushmore never sent end of year escrow balances, nor when sold to Me. XXXX. The new company Rushmore Serving said they need 4 more payments and then the got Hacked. I am meeting with an FBI agent. I will file with XXXX XXXX asap. I will hire an attorney and I started with a XXXX loan and a XXXX HELOC in XXXX. I still owe over XXXX XXXX years later.
Company Response:
State: MI
Zip: 49525
Submitted Via: Web
Date Sent: 2023-11-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-13
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: I was making monthly payments, Mr. Cooper Morgate company claimed I missed two payments and it disappeared off the website then demanded I make two additional payments for two months otherwise they would foreclose me and then when I tried to pay the second month they said the website was down and the phone was down because it was hacked and when I tried to make a payment they sent me to collections
Company Response:
State: CA
Zip: 95993
Submitted Via: Web
Date Sent: 2023-11-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-13
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: I refinanced my home loan with nationstar mortgage ( Mr Cooper now ) in XXXX. In XXXX of XXXX I received a letter from Nationstar saying they owed me a balance from this account. I completed the steps to have a check issued to me on XX/XX/XXXX. It is now XXXX and no check has ever been mailed. I made multiple good faith attempts to resolve the issue with phone calls and chat but nationstar would not allow me to get in line to speak with a person due to " high call volume ''. I submitted a ticket describing this issue and the response was " reach out to the state to regain unclaimed funds ''. These instructions are insufficient as well as misleading. The funds were claimed by me in a timely manner from the date notification was received. Refusing to contact or assist me when money is owed does not seem like it is legal. I hope this complaint will motivate them to explain where the money they owe me has gone and get them to submit payment.
Company Response:
State: WA
Zip: 99206
Submitted Via: Web
Date Sent: 2023-11-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-11
Issue: Trouble during payment process
Subissue: Loan sold or transferred to another company
Consumer Complaint: Every time the Mortgage company is sold or changes owner I got charged for legal fee 's. My mortgage company changed from XXXX to XXXX XXXX. My payment was for {$460.00}, now they ask {$750.00}. The escrow account went up to {$280.00} becausd they are charging {$3700.00} for legal fee 's. I need to take legal actions against companies like this as they are stealing money from innocent peoples that have no time or money to fight against this corporations. Please help.
Company Response:
State: FL
Zip: 33160
Submitted Via: Web
Date Sent: 2023-11-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-11
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: XXXX DETAIL TRANSACTION HISTORY XXXX XXXX : XX/XX/XXXX XXXX Mr. Cooper XX/XX/XXXX XXXX On the transaction history for XX/XX/XXXX Is an escrow balance posting a {$5900.00} please identify what that amount is and what it is for on XXXX what that amount is for on XXXX you posted {$120.00} please identify what that amount is for on XXXX you posted {$88.00} what is that amount for on XXXX you posted {$77.00} what is that amount for Between XX/XX/XXXX You posted numerous {$11.00} charges what are those amounts for since they go back to XXXX and XXXX when you were not in possession of this mortgage Item XXXX XXXX corporate advances increased to XXXX {$16.00} big XXXX to {$65.00} {$77.00} {$80.00} yet the effective date is XXXX you were not in possession of this mortgage at that time tell me what those charges are for going back all the way to XX/XX/XXXX where you posted {$200.00} {$250.00} a {$190.00} a {$170.00} {$120.00} Item XXXX corporate advance {$2200.00} send me an explanation item XXXX effective posted on XXXX {$1400.00} item XXXX posted on XXXX {$1300.00} identify it item XXXX posted XXXX {$1000.00} identify that item identified every item that you posted on XXXX retroactive to XXXX XXXX XXXX Item # XXXX and item XXXX {$840.00} where did you get that money from to post to mortgage payments what's the offsetting debit I want a breakdown of every item that appears in the total amount column on the transaction history starting with item XXXX so on and so forth charges of {$900.00} charges of {$12.00} XXXX XXXX charges of {$1600.00} charges of {$1100.00} {$1700.00} {$4500.00} be very specific as to what these charges are for
Company Response:
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-11-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-11
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: MrCooper/Nationstars reported a 30-day late payment to credit bureaus, even thought it was caused by their own technical problem and failure to communicate with client. 1 ) My mortgage payment had always been set to " autopay '', since it was transferred to Mr.Cooper from another mortgage servicer last year. 2 ) Around XX/XX/XXXX, there was a temporary issue on the bank ( XXXX ) side which prevented the auto-pay transaction from going through, the problem only affected electronic payments and it was resolved within a week. 3 ) The affected the autopay transaction for the month, it didn't go through. However, MrCooper issued a false statement on XX/XX/XXXX ( electronically delivered on XXXX ), it showed that the payment on XX/XX/XXXX was successful, and the next due date is XX/XX/XXXX. 4 ) This false statement was deceiving and never got cancelled or corrected, it gave me a false impression that the banking glitch didn't affect my mortgage payment. 5 ) MrCooper later claimed they issued a NSF letter on XX/XX/XXXX, however, this letter was never sent out either physically or electronically, to this date, it still doesn't show up in my account 's document list. This was probably caused by, a ) A defect in their document system, or b ) Someone generated the document at a much later date but couldn't properly back date the file to insert it into my document list. 6 ) During the 30-day period ( XXXX ) Mr. Cooper never tried contacting me about the transaction issue. ( When I talked to their representative on XX/XX/XXXX, they admitted that they didn't send me any mailing notice or made any phone calls on this matter ). 7 ) On XX/XX/XXXX, 33-days after the failed ACH transaction, they finally issued an " ACH Confirmation/Rejection letter '', they placed this document in my account 's document list, and emailed me with a very inconspicuous subject of " You have a document to review ''. 8 ) On XX/XX/XXXX, they finally contacted me via telephone for the first time, and, I was very surprised to hear that, and paid the balance over the phone immediately. They also surreptitiously inserted two-months late fee into the total amount without explaining the numbers to me. 9 ) On XXXX, they reported to credit bureaus that the payment was " 30 days '' late. 10 ) On XX/XX/XXXX, I called their credit department asking for an explanation on why they never corrected the false statement and never notified me when the auto-pay transaction failed. They said my phone number was marked as not-to-contact ( yet this was the same number they used a month later to call me ), they also couldn't explain why no USPS notification letter was mailed. It's likely to be part of their cost-saving measures.
Company Response:
State: PR
Zip: 00646
Submitted Via: Web
Date Sent: 2023-11-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-10
Issue: Struggling to pay mortgage
Subissue: Foreclosure
Consumer Complaint: XXXX XXXX aka Mr. Cooper aka Nationstar has continued to provide incorrect, misleading & contradicting information which has lead to them now beginning a foreclosure complaint while they continue with RESPA Violations. 1. Never sent a Notice Of Intent to Foreclosure Letter & yet continue to say they did in XX/XX/2023. 2. If they did send this alleged NOI Letter the USPS tracking they included with the debt validation reply shows NOI Letter was not delivered by mail and/or certified as the rules/law state. 3. If they did send this alleged NOI Letter in XX/XX/2023 the mortgage payment due was less than 50 days late and NOI Letter should not be mailed after less than 2 full months arrears that were still be questioned by us with the Servicer. 4. In the XXXX Debt Validation letter reply XXXX XXXX states the alleged NOI Letter in XX/XX/2023 amount was for {$24000.00} when at the very most any mortgage debt balance in question would have been approximately {$8700.00}. 5. In the XXXX Debt Validation letter reply XXXX XXXX states that the investor is XXXX Asset Backed XXXX Trust. 6. In the XX/XX/XXXX Foreclosure Complaint the Plaintiff states the investor is XXXX XXXX XXXXXXXX who they claim was the investor from an assignment of mortgage and was the investor in XX/XX/XXXX which clearly contradicts XXXX XXXX reply in XXXX debt validation letter. These continued contradictions and misleading replies has caused us both financial and emotional distress due to their RESPA VIOLATIONS and need to be rectified and any foreclosure complaint to be cancelled immediately.
Company Response:
State: NJ
Zip: 088XX
Submitted Via: Web
Date Sent: 2023-11-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A