Date Received: 2023-11-09
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: Recently, my loan has been transferred from XXXX XXXX XXXX Loan No : XXXX ) to Mr.Cooper ( LoanNo : XXXX ). I paid last month dues with additional principal to previous lender XXXX XXXX on XX/XX/ ( Unpaid Principal amount {$430000.00} on XXXX statement ) and i got the notice from MrCooper on XXXX XXXX XXXX When i checked with XXXX, they said that additional principal amount has been already transfered to MrCooper but its still not showing up unpaid principal amount as {$440000.00} in MrCooper loan administration portal. I reached MrCooper customer service more than 3 times from last month and not getting any solutions for this issue. I need to fix this problem so that i can pay off this month due before deadline XX/XX/XXXX. Please see the attached statement from both XXXX and MrCooper.
Company Response:
State: FL
Zip: 32092
Submitted Via: Web
Date Sent: 2023-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-08
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: MR COOPER MORTGAGE has constant telephone problems. I faxed them a letter with all my information showing that they have miscalculated my escrow. I attached my insurance bill and real estate property tax bill. No one has responded and there is no way to contact them due to constant phone problem. I need someone to look at my ACTUAL real estate tax bill and insurance and do recalculation of my escrow Send me new and corrected mortgage statement
Company Response:
State: IL
Zip: 60706
Submitted Via: Web
Date Sent: 2023-11-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-08
Issue: Trouble during payment process
Subissue: Loan sold or transferred to another company
Consumer Complaint: On XX/XX/2023, XXXX XXXX notified me that my mortgage was being transferred to Mr. Cooper as of XX/XX/2023. On XX/XX/2023, Mr. Cooper experienced a cyber security attack / data breach. Leaving customers without access to accounts and making payments. Also, with no notification via e-mail or mail to customers letting them know of this breach. To date, I can not access my account, and Mr. Cooper has not set up appropriate avenues or communication for/ to their customers. They state that there will be no penalites, fees or bad credit reports but this is all in a blurb on their web-site. There is no availability to speak with a live person who has any information. Until XX/XX/2023, I had never heard of Mr. Cooper. Now my mortgage is compromised, my data is compromised and there is noone available to discuss this with.
Company Response:
State: MA
Zip: 02072
Submitted Via: Web
Date Sent: 2023-11-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-08
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: Mr Cooper took over our mortgage in XX/XX/2023. They did not have any way in place to set up payment. They said that my auto pay would transfer. It never did. I sent in a one time payment, and set up auto pay. It came out correctly 1 time, then Mr Cooper charged my account, but it did not apply to my mortgage. I have called and called and called, no one will help. I am going to report this as fraudulent charge if it is not applied in the next 2 days. It has been terrible, I have called 14 times to try and get things done correctly. They are NOT answering phones, and I wait for 10+ minutes and get hung up on.
Company Response:
State: OH
Zip: 43119
Submitted Via: Web
Date Sent: 2023-11-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-08
Issue: Trouble during payment process
Subissue: Loan sold or transferred to another company
Consumer Complaint: On XX/XX/2023, I received a letter from XXXX XXXX, informing me that my mortgage had been acquired by Mr. Cooper. The letter further instructed me to visit the Mr. Cooper website to create an account for making mortgage payments. However, when I called Mr. Cooper, I was advised that the transfer would not be finalized until XX/XX/XXXX, at which point I could create an account on their website. On XX/XX/XXXX, I visited the Mr. Cooper website with the hope that the transfer had been completed. To my surprise, I discovered that the Mr. Cooper website had been temporarily shut down due to a cybersecurity incident on XX/XX/XXXX. As of today, XX/XX/XXXX, the Mr. Cooper website remains inaccessible, and there is a lack of information, particularly for individuals like myself who have not yet been able to create an account. I am unable to access any information related to my mortgage, including the status of the escrow account meant to cover property taxes and insurance. Regrettably, I currently have no access to this crucial information.
Company Response:
State: NJ
Zip: 07621
Submitted Via: Web
Date Sent: 2023-11-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-08
Issue: Struggling to pay mortgage
Subissue: Trying to communicate with the company to fix an issue related to modification, forbe
Consumer Complaint: Called Mr Cooper Loss mitigation on XX/XX/2023 and XX/XX/2023 to initiate and follow up a request for an extension on my loan. I'm currently on a disaster forberance have only utiliized 9 out of 12 allowable months under fannie mae guidelines. It's been more than a month. No action and notification has been made by mr cooper.
Company Response:
State: CA
Zip: 95618
Submitted Via: Web
Date Sent: 2023-11-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-08
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 on XX/XX/2023 has locked me out of my account after a cyber security attack on their end. I am unable to format my payment arrangement or see up coming escrow and P & I pending payments to ensure they go through or are pending. I have attempted to reach out by phone three times, since learning about the breach for information, at one time, the number was disconnected and the others I got an automated message, with the same information about the breach. No representative from Mr Cooper has attempted to reach out to us in any form, to even acknowledge the breach. Being unable to ascertain what information was targeted, ( public records, mortgage information, banking records, payment arrangements ) I don't know what steps if any are needed to protect myself. Let it be known I never choose Mr. Cooper to handle my mortgage, myself like countless others had our mortgages takeovers from the financial institution we had originally choosen.
Company Response:
State: NY
Zip: 148XX
Submitted Via: Web
Date Sent: 2023-11-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-08
Issue: Trouble during payment process
Subissue: Paying off the loan
Consumer Complaint: I am currently selling my home. I was informed 2 days prior to closing that the title company was unable to obtain a payoff letter from Mr. Cooper. When I contacted Mr. Cooper on XX/XX/2023 I was informed that there was a cyber security breach, their system was on lock down and would not be able to provide this information for closing. I was directed to provide the title company with the last statement, showing the interest bearing principal balance. I asked to speak with a supervisor who also said there was nothing that can be done. The supervisor was unable to provide an ETA on when they would be able to provide a pay off letter. I called again, later in the evening, and spoke with a different repersentive and mentioned to them pulling the information from there backups which is required by the FTC Sageguards Rules. She reiterated there was nothing that can be done due to their system being on lockdown. She would not transfer to any supervisor when requested or give further details other than to refer to their website for a statement. Due to this, myself and the buyers are now facing financial harm if the payoff letter can not be provided for closing. If the underwriters approve closing based of the last statement they will then hold all proceeds until we can obtain the payoff letter. The title company has called Mr. Cooper multiple times. However, they have not been able to obtain any information either. If I can proceed with closing, I have no way of knowing when the proceeds will transfer. If the underwriter does not approve the closing, the buyers have no where to move to and I am now contracted to lease another property, meaning I will be paying for a mortgage and a lease until Mr. Cooper can provide a payoff letter.
Company Response:
State: TN
Zip: 37122
Submitted Via: Web
Date Sent: 2023-11-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-08
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 autopay setup on my Mr. Cooper account and it pays my mortgage every month. This month the autopsy went through on XX/XX/2023, when it should have gone through on XX/XX/2023. The second problem is after I paid my mortgage, Mr. Cooper did not post the transaction on my account.
Company Response:
State: NJ
Zip: 085XX
Submitted Via: Web
Date Sent: 2023-11-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-07
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: As always, I sought to make my mortgage payment on the first of the month online. Mr. Cooper previously rejected a payment made through my bank, XXXX XXXX, so since then I used the online process. On XX/XX/XXXX through XX/XX/XXXX, the Mr Cooper website stated that there had been a cybersecurity incident, and no payments could be made. On the evening of XX/XX/XXXX, the site claimed to enable payments by alternate means. The Phone option failed to recognize my phone number four times so I could not use it. I used an unusual online one time process that said I had completed the payment and that it had been accepted. I took a photo of the alleged receipt. However, by morning that site said the payment could not be processed. I attempted to reach customer service by phone. However the Phone message said no customer service could be had. My bank statement shows no payment. The Mr Cooper site says no payment has been made. I tried to create a customer service ticket and sent it online, but four times the site said that the ticket could not be sent.. Despite the security incident, there should be phone service or some other functional service to clarify whether payment has been made. Mr Cooper has a history of extensive customer fraud. it is time consuming and frightening to deal with this entity. I can not afford to make more than one mortgage payment per month. I need to know whether my payment has been made. I have the photo that shows alleged acceptance, but as previously stated, I am unable to confirm payment and have some indications that Mr Cooper disavows the payment.. I do not know why this horrendous entity is not closed... .it is harmful to consumers and completely uncooperative and frightening to deal with..
Company Response:
State: CO
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-11-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A