Date Received: 2024-01-12
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: I changed Home insurance companies in XX/XX/2023. My new company was XXXX. Mr Cooper sent a check for {$1700.00} to XXXX XXXX XXXX ( which is not my policy holder ) and XXXX cashed the check for {$1700.00}. They sent a check for {$1700.00} to XXXX shortly after and I happened to notice my escrow was short and saw the mistake and they put a stop payment to XXXX since XXXX already cashed the check. I called and talked to Mr Cooper, they said no big deal, XXXX will give the money to XXXX and apply it to my policy. It was never applied to my policy and right now Mr Cooper owes XXXX {$840.00} on my behalf. So I swapped insurance companies again in XX/XX/2023 and asked XXXX about a refund from the remaining balance they should have paid and was told they were never paid. So now I send 10-20 secure messages a week to Mr Cooper and call every week and just get the run around. XXXX wants copies of the check that was cashed faced to them, so we do this every week and fax the check and have made 0 progress recovering my {$1700.00}, that Mr Cooper sent to the wrong place. I have sacrificed a lot of my time and effort doing their job because they gave away my money. Currently since XXXX, still no refund or progress.
Company Response:
State: TX
Zip: 797XX
Submitted Via: Web
Date Sent: 2024-01-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-12
Issue: Struggling to pay mortgage
Subissue: Trying to communicate with the company to fix an issue related to modification, forbe
Consumer Complaint: I was trying to do a modification through this mortgage company.. appear and they may be doing a long way over almost 6 months. A modification and I still get it they gave me a modification to lower my payment but I found out that they sold part of my loan to another company.. that put a link on my house that I didn't know anything about until I try to get. A home equity loan.
Company Response:
State: NV
Zip: 89031
Submitted Via: Web
Date Sent: 2024-01-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-10
Issue: Struggling to pay mortgage
Subissue: An existing modification, forbearance plan, short sale, or other loss mitigation reli
Consumer Complaint: While in modification to be able to start to repay my mortgage, the company would only allow us to refinance on a higher interest rate, which raised our monthly payments by {$900.00}. We obviously wouldn't be able to cover this extra amount but they wouldn't work with us in any other way, and continued with foreclosure procedures and forced us to accept the refinance or loose our home. Now we have obviously been unable to make this additional payment so we have fallen behind again, and once again being threatened with foreclosure. The only option they give us is to pay 3 months at once otherwise they will proceed with foreclosure. I feel as if they have purposefully put us in this hard spot in order to take our home from us.
Company Response:
State: CT
Zip: 060XX
Submitted Via: Web
Date Sent: 2024-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-10
Issue: Closing on a mortgage
Subissue: Trying to communicate with the company to fix an issue with the loan closing
Consumer Complaint: Complaint against Mr. Cooper for their ineffective communication and incorrect handling of a VA loan assumption. I was the owner/seller of a single family home in MD purchased using Veteran Affairs ( VA ) XXXX. Buyer was also using his VA privileges to secure loan and was bringing additional capital to the purchase, such that it was possible for him to ASSUME my VA loan remaining balance and loan rates, and pay the difference between loan balance and sale price. Both the buyer and seller did communicate regularly, as well as using our respective real estate agents for effective communication between these vested parties. XXXX XXXX advertised XXXX months for this loan assumption process, which proved to be longer than XXXX other competitors that I queried for their timeline. Regardless, that is the current mortgage provider. BOTH the seller and the buyer regularly reached out to Mr. Cooper after initial package of paperwork was submitted ( XXXX ) for status updates and if any additional paperwork was needed. As the seller, Mr. Cooper never reached out to me proactively with status or information, only after my requests for updates and often my requests were never answered. Mr. Cooper would frequently reach out to me although to try and garner business for my next mortgage, which became annoying and only stopped after taking a firm stance with their marketing representative to stop calling me and Mr. Cooper should focus on the loan assumption. When they did talk to the buyer, they would also try to get him to just take out a new loan at a much higher interest rate than the one he was assuming. A general customer service agent XXXX was the only responsive agent that at least returned my calls, but the information she would pass was generic without any dates or real status on progress, just middleman generalities/lip service of " it's in work ''. Around the 2 month point I did reach out to the VA to make sure there wasn't an issue on their end, but learned they had timely provided the necessary confirmation to Mr. Cooper that both buyer and seller were qualified and had VA benefits to use for this assumption. Mr. Cooper did assign a mortgage professional to the buyer, and she did reach out to the buyer XXXX times ( that I know of ) for paperwork along the way, but never provided them status updates and also repeatedly asked for paperwork that had previously been provided. I did try on multiple occasions to communicate with the buyer 's assigned mortgage professional, but she never answered her phone nor returned my voicemail or emails. Mr. Cooper regularly told me as well a mortgage professional would not be assigned to me as the seller, which was annoying. At the 4 month point, both the buyer and I increased our frequency of communication reaching out to Mr. Cooper, but both received the same minimal effort of response with no real status updates. At the 6 month point, we further increased our frequency of communication and would ask to speak directly with their escalations department. Shortly after those escalations were made, a closing date was provided to both the buyer and the seller via the assigned Title/Settlement company ( XXXX XXXX ), and not to us from Mr. Cooper. It was surprising how there had been little to no communication during the entire 6 months, but shortly after that and with our increased pressure did we rapidly get to a closing date. Both buyer and seller have done numerous house sales/transfers while we served in the military, and we were surprised that the actual closing date provided by the XXXX XXXX XXXX XXXX only after our increased pressure and within 10 days, but yet it somehow wasn't known anytime beforehand not with a lead time such that someone from Mr. Cooper could have shared with us??? On Thursday XXXX, both the buyer and seller signed closing documents and the XXXX XXXX promptly returned them to Mr. Cooper while also providing the deed transfer to the XXXX XXXX courthouse. Since then, the buyer has been unable to establish an online portal for the property with Mr. Cooper or get them to talk to him as for all intents and purposes, they believe the house still belongs to me and should never have went to closing. But, the XXXX company didn't pick that closing date nor create the closing forms, those were provided by Mr. Cooper to the XXXX company, so if they were not ready, then that is on them. A XXXX mortgage payment is now due, but I/seller/former owner am not paying it, and Mr. Cooper is not providing XXXX buyer a path to pay it because they are clearly not aware house has sold/closed. After closing day, I received my settlement check on the following Mon XXXX and then canceled my homeowner 's insurance, back dating the effective date to closing date of XXXX. The buyer did establish homeowner 's insurance for the house and provided it to Mr. Cooper in advance of closing, but yet they reported to me that there is currently no insurance on the house by anyone ( not correct ). Buyer is consulting with a lawyer. If no mortgage payment received at Mr. Cooper by XXXX, then per them, my credit will be negatively affected. In general, the complaint is that Mr. Cooper is unresponsive, slow, and since closing, should not be a qualified mortgage provider for VA loans since they can't handle the process. Although communication from them was terrible throughout, they were more receptive to the buyer leading up to " closing '', and now that it has passed, they are only receptive to me since they still believe I am the owner and are not helping the buyer who is in fact the homeowner.
Company Response:
State: FL
Zip: 324XX
Submitted Via: Web
Date Sent: 2024-01-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-10
Issue: Struggling to pay mortgage
Subissue: An existing modification, forbearance plan, short sale, or other loss mitigation reli
Consumer Complaint: I have been behind on my loan since XXXX of XXXX. I applied for XXXX funds through XXXX. XXXX processed my application and reached out to my servicer, Rushmore Servicing, on or around XX/XX/XXXX. It is now 40 days later and Rushmore has refused to respond to XXXX 's debt verification request. For my part, I called Rushmore Servicing on XX/XX/XXXX and spoke with service rep. XXXX who informed me that they would take care of it. After waiting XXXX days and seeing no results, I then followed up with Rushmore and spoke with service rep. XXXX on XX/XX/XXXX and she stated that she didn't see a form to fill out. I then followed up with Rushmore and spoke with service rep. XXXX on XX/XX/XXXX who said that he can see the debt verification request but that Rushmore does not have authorization to release that information. In sum, he stated that it was because there is not a valid third party authorization from XXXX, but that is clearly not true. My attorney followed up with XXXX and XXXX provided the third party authorization that was sent to Rushmore. See attached. I need Rushmore to provide a debt verification to XXXX so that I can get current on my mortgage and save my home.
Company Response:
State: PA
Zip: 19150
Submitted Via: Web
Date Sent: 2024-01-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-10
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue: Confusing or misleading advertising or marketing
Consumer Complaint: I am writing to file a complaint against Mr. Cooper, my loan servicer, for their malpractice during the loan assumption process. I have been in the process of selling my home since XX/XX/2023, with an FHA loan serviced by Mr. Cooper. The intended transaction involves the assumption of the current loan by the buyer, with the remaining amount to be paid in cash. Despite significant effort to explain the assumption process to potential buyers, we encountered numerous issues with Mr. Cooper, leading to the loss of a buyer who signed a purchase agreement on XX/XX/2023. Sabotaging behaviors, inconsistencies, and contradictory instructions from Mr. Cooper were significant factors in this loss. Multiple attempts were made by my broker and me to communicate with Mr. Cooper representatives, resulting in inconsistencies in response and a lack of understanding regarding the loan assumption process. Representatives provided conflicting information on the approval timeline, ranging from 4-6 months to 45-70 days, deterring the buyer intentionally. Furthermore, the lack of coordination and understanding among representatives created confusion for the buyer, eventually leading them to pursue other options. A subsequent purchase agreement with another buyer is now jeopardized due to similar inconsistencies, with Mr. Cooper citing missing documents ( license and social security images ) while contradicting statements from different representatives. The requirement for me to proactively call to check the status of missing documents is both burdensome and, in my opinion, unethical. This practice has left me feeling helpless and may result in the loss of another buyer due to Mr. Cooper 's malpractice. I urge the CFPB to investigate this matter thoroughly and take appropriate action to address Mr. Cooper 's inconsistent and obstructive practices in the loan assumption process. There is a reason this company is related so poorly with the XXXX and there are current lawsuits pending regarding their recent cyber security attack. Your assistance is crucial in ensuring fair and transparent dealings for consumers. Thank you.
Company Response:
State: MN
Zip: 554XX
Submitted Via: Web
Date Sent: 2024-01-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-10
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: When my mortgage company Mr. Cooper, changed my mortgage servicer to XXXX XXXX, I set up auto pay with the new servicer. The auto pay deducted my mortgage payment every month for well over a year. Without notice, in XXXX, the mortgage servicer didn't deduct my payment affecting my balance and assessing a XXXX late fee. I never canceled auto pay. All the servicer will say is that my auto debit was disabled. No explanation. And they will not allow me to re-enable it.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80220
Submitted Via: Web
Date Sent: 2024-01-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-10
Issue: Credit monitoring or identity theft protection services
Subissue: Problem with product or service terms changing
Consumer Complaint: Mr Cooper notified me that my information was involved in their latest data breach. 1 ) Why did they have that information in the first place. Our loan was paid off in XXXX of XXXX through XXXX XXXX XXXXXXXX. 2 ) Why do they still have records on file that would contain sensitive date when I'm not an active borrower? Aren't their laws against that? 3 ) I'm being told my information can't be scrubbed now due to that date leak. When can it? 4 ) What are you doing to correct this type of security leak? 5 ) What is Mr Cooper doing to prevent data leaks or hacks. I don't have an account number with this company it's been 8 years since the loan was paid off. I zero 'd out the account number. Thank you
Company Response:
State: WA
Zip: 98604
Submitted Via: Web
Date Sent: 2024-01-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-09
Issue: Credit monitoring or identity theft protection services
Subissue: Problem canceling credit monitoring or identify theft protection service
Consumer Complaint: My name is XXXX XXXX. I am a victim of identity theft. My loan was transferred to Rushmore Servicing XX/XX/XXXX, from Rushmore Loan Management. My name has always been the only name on my loan account ( even though this loan is in XXXX XXXX XXXX ) .With access to only myself, and not any 3rd party. I have contacted Rushmore Servicing to advise I am victim of identity theft, I contacted them : XX/XX/XXXX, XXXX, XXXX, and finally XXXX. Today I spoke with a member from the resolution department in Florida, after being transferred and re-directed a lot. A XXXX party was added to my account without my permission or authorization. The XXXX party is my estrange spouse that I am in an active divorce with. His attorney XXXX XXXX, is pretending to be my attorney, and they both together have altered and changed my information on my loan account. Per Rushmore request, I have sent in written request to remove all parties from my account, both XXXX XXXX XXXX and XXXX XXXX. Rushmore is refusing to remove XXXX from my loan account. Until a decision is made from the XXXX XXXX California XXXX as to how to proceed with the property and/or XXXX XXXX XXXX assumes the loan , I am the only name on the account, with all my vital information, my credit and I make payments to this loan, no-one else. I have requested many times NOT to breach my information to anyone, change or alter my information on my account. My information has been breached, as a result I am now a victim of identity theft. Rushmore Servicing is not in compliance of customer protection of my personal information. I recently found out from Rushmore Servicing Loss Department, Mr. Cooper, XXXX XXXX XXXX system verified with my un-authorized information to gain access to ensure he remove my name from an insurance check ( {$11000.00} ), and changed my address to have that check go out without my name, putting only his name on the check and mailed to himself, later changed to his attorney address, pre-tending to be me and have my permission to make those changes ( then, became a XXXX party on the account ). Then, went on, Using my information to breach my bank accounts. After I brought this information that neither person is authorized on my account and to flag it, and do not send check out - until today, Rushmore would not listen to me. All this started with breach of my information. This is not right.
Company Response:
State: CA
Zip: 91784
Submitted Via: Web
Date Sent: 2024-01-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-10
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: I have a loan and escrow account with Mr. Cooper ( Nationstar Mortgage Holdings Inc ). My property taxes for XXXX were appealed. The initial municipal and county taxes were sent to Mr. Cooper. During the appeal process taxes were based on the previous year XXXX. The taxes were paid by Mr. Cooper. A few weeks later, the appeal process was finalized by the tax authorities and additional tax bills were generated. I received the finalized tax bills for XXXX on XX/XX/XXXX. One of the tax bills ( from the County ) had a due date of XXXX XXXX XXXX another tax bill from Municipality had a due date of XXXX XXXX XXXX I contacted Mr.Cooper on XXXX XXXX XXXX and the customer support advised me to send the tax bills to the email XXXX XXXX XXXX. Due to the time sensitivity, the email option was the fastest way, since another option would be via mail. I sent an email with a copy of my additional Tax bills on the sameday XXXX XXXX XXXX XXXX XXXX Per recommendation from the customer support, I was advised to wait 7 days before I could follow up with Mr. Cooper about the tax payment. I followed up with Mr.Cooper about the tax payment on XX/XX/XXXX, and I was assured that the email was received and the tax bills will be taken care of by Mr.Cooper. I also mentioned that one of the bills has a due date XX/XX/XXXX and this matter needs to be prioritized due to the time constraints. The customer support assured me that the bills would be paid on time. On XX/XX/XXXX, I chatted with the customer support again. I was reassured for the second time that the tax bills would be paid on time. On XX/XX/XXXX the payment still had not been made by Mr. Cooper and one of the tax bills was past due. I immediately contacted Mr.Cooper and escalated this case. This was my 4th time I was contacting Mr.Cooper about the tax bills. I mentioned the urgency of the matter and requested to talk to the department which is handling the escrow account tax payments. The customer support declined to transfer me to the department which is handling the tax payments explaining that this department is not designed for customercommunication, but they transferred me to a representative who handles escalations. I spoke to the representative and reiterated that one of the tax bills was past due and the tax bills would need to be paid before the penalties would start to accrue. The representative informed me that this case would be resolved by XXXX XXXX and a case number was provided. She also provided her contact information and her name. On XXXX XXXX XXXX I contacted my County Tax Authority and the bill which was past due still has not been paid. There was a penalty assessed because the tax bill was already after the due date. After the call with the Tax Authority, I had a conversation with the same person who handles the escations at Mr Cooper. She mentioned that the payments were sent out on XX/XX/XXXX. I explained that Mr. Cooper failed to submit the payment on time and I did everything on my side to follow up. I requested that penalty which was assessed should be covered by Mr. Cooper since it was a failure and slowness on the Mr.Cooper 's side to respond to my requests on time. She refused to take the responsibility and told me that Tax Bills are the owner 's responsibility. I would appreciate if this matter is reviewed by CFPB for further evaluation of Mr. Cooper practices of escrow tax payment.
Company Response:
State: GA
Zip: 30096
Submitted Via: Web
Date Sent: 2024-01-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A