Date Received: 2024-01-10
Issue: Trouble during payment process
Subissue: Paying off the loan
Consumer Complaint: I wanted to make a final payment to pay off my mortgage. I was charged excessive fees to complete the final payoff of my mortgage. Excessive fees included a quote fee of {$25.00}, Expedited delivery fee of {$20.00}, XXXX party reconvey/release prep fee of {$25.00}. This was over and beyond the XXXX recording fee of {$180.00} which I believe is inflated. The quote fee and expedited delivery fee were just to send me an email with an amount I need to pay. I was ready to pay my loan off on the website by transferring money directly from my bank like I always have and I trusted. The fees charged are a scam and I do/did not trust any of that shady backwards business. I went ahead and made the final payment on XX/XX/XXXX to be done with it. They did not send me a final mortgage loan statement. There wasn't one mailed and there isn't one on the website. On top of all this there was a XXXX XXXX that occured on XX/XX/ which included me and my wife 's name, address, email address, Social Security number, and date of birth. I had no idea this had even happened when I paid off my mortgage. I was not notified until receiving a letter from them dated XX/XX/ to me and XX/XX/ to my wife.
Company Response:
State: CA
Zip: 94558
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: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: This is not a duplicate, Mr. Cooper has owed me for force placed flood since XXXX, they didnt follow the RESPA and regulation X on notifications because I was on the phone with them monthly providing proof. They never returned the funds once t they had proof, they had 15 days to do that, additionally, when they finally did in XX/XX/XXXX, it was the incorrect amount and since I overpaid my mortgage payments in XXXX, they took {$5000.00} from the overpayments and placed it in escrow, they essentially used my overpayment to pay me the money owed back from the force placed flood from XXXX, its ridiculous. This company even used my unauthorized funds to pay Assurant for kickbacks. Thats probably why they kept taking the forced placed flood insurance that they reasonably knew I already had through my HOA.
Company Response:
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2024-01-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-09
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: My mortgage was transferred from XXXX XXXX to Mr. Cooper XX/XX/XXXX. MrCooper 's escrow analysis from XX/XX/XXXX provided me a check for a {$1400.00} surplus. I recognized this was in error because they had incomplete information from XXXX XXXX on Tax Payments. I called the company, with great difficulty getting through their automated phone services, and explained the mistake and asked if I should return the check or deposit it. They said it was Ok to deposit the check and they would do an updated Escrow analysis when they had complete information. If I then owed them I could send money back. XX/XX/XXXX the new Escrow analysis showed a short fall and I mailed them a check for the amount requested, {$420.00}. XX/XX/XXXX I noticed looking at my bank account that the {$1400.00} surplus escrow check I deposited XXXX/XXXX/XXXX had been reversed XX/XX/XXXX due to a stop payment. At no time did Mr Cooper communicate that the check they sent me would be stopped even though I proactively called them to discuss. The automated system hung up on me when it did not recognize " XXXX '', " Customer Service Rep '' or " Speak to a person ''. I understand errors happen, but canceling the check they sent me could have resulted in serious down stream effects with me bouncing checks. I have many accounts and the money might not have been in the right place since I thought I had funds. Very poor communication and disregard for the impact to their customer. This likely happened to many mortgage clients and they should have done a specific communication about the issue and options for how to correct the problem.
Company Response:
State: PA
Zip: 193XX
Submitted Via: Web
Date Sent: 2024-01-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-09
Issue: Trouble during payment process
Subissue: Loan sold or transferred to another company
Consumer Complaint: Dear CFPB, Nationstar Mortgage LLC XXXX Mr. Cooper ( Mr. Cooper XXXX, The XXXX of my mortgage was transferred from Mr. Cooper to Select Portfolio XXXX, XXXX XXXX XXXX XXXX XXXX on XXXX. XX/XX/XXXX. I am reporting this through CFPB because XXXX ) this relates to a data quality issue during servicing transfer and has the potential to impact many customers, XXXX ) SPS is pointing the finger directly at Mr. Cooper, and XXXX ) this might relate to the enforcement action CFPB took against Mr. Cooper in XXXX of XXXX. XXXX has stated, on several occasions, that Mr. Cooper did not provide insurance information for ( at least ) my account as part of the transfer ; however, if the problem were isolated to missing insurance information, XXXX should have caught the inconsistency and identified a problem with the data. This suggests either there is a more pervasive issue with the data coming from XXXX XXXX XXXX is failing to do basic sanity checks on their end that would have caught the issue. Some of the statements that XXXX customer service representatives have made with regard to this include : [ Your loan was ] Acquired [ we ] XXXX get all the info during transfer, What happens is the prior servicer should send this information. Sometimes they dont send everything, so we, as the new servicer, sent out letters to customers to confirm we are supposed to pay taxes and insurance. What we need to know from prior servicer is if you have insurance In other words, XXXX is directly stating that XXXX ) Mr. Cooper should have sent those data, and XXXX ) that Mr. Cooper failed to send the data ( at lest for my account ). Moreover, as of XXXX. XX/XX/XXXX, some 57 days after the servicing transfer, XXXX acknowledged that they still had not received the missing information from Mr. Cooper.
Company Response:
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2024-01-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-08
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: On XX/XX/XXXX Mr. Cooper was hacked and my PII was stolen. I previously had nothing to do with Mr. Cooper, but my loan was sold from XXXX XXXX to Mr. Cooper in about XXXX of XXXX. I feel like Mr. Cooper did not take adequate steps to protect my information, and those of all their customers. It is ridiculous that they should be allowed to have such an egregious violation of my data and not face financial punishment.
Company Response:
State: TN
Zip: 374XX
Submitted Via: Web
Date Sent: 2024-01-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-08
Issue: Problem with a company's investigation into an existing problem
Subissue: Was not notified of investigation status or results
Consumer Complaint: Had our loan with Mr. Cooper for several years. Was notified of a data breach. Not given any other information from Mr. Cooper
Company Response:
State: IA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2024-01-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-08
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: On approximately XXXX I contacted Mr. Cooper at XXXX after my loan was transferred by XXXX XXXX XXXX. I requested all info by mail. I was told they already had my bank account info in their system and there was nothing I could do to prevent that. I told the rep that I was uncomfortable with this XXXX rated company and that I did not want my bank account info stored in their system because Mr. Cooper was hacked in XX/XX/2023. On approximately XXXX or XXXX, I was contacted by Mr. Cooper. They did not do an automatic withdrawal, and my XXXX payment was still due. I gave my account info and paid the monthly amount of {$2300.00}. No XXXX fee was assessed. I was told that when I called in future payments it would be a XXXX-time transaction. On XXXX, I attempted to speak to customer service about not receiving my statements in the mail. I had to enter several prompts and finally select refinance to speak to a customer service rep. He transferred me to customer service. I spoke with XXXX service and said that I did not opt out of paper and would like my statements and XXXX correspondence by XXXX. I was told that I could not speak to a XXXX service XXXX to take my payment and had to do it via their prompt each month. I was told that their system retains my bank account info and I could not request a XXXX-time transaction. I asked to speak with a XXXX and was placed on hold. The call was dropped and I attempted to call back but could not do so since there was no option to speak with XXXX service.
Company Response:
State: CO
Zip: 80027
Submitted Via: Web
Date Sent: 2024-01-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-08
Issue: Trouble during payment process
Subissue: Loan sold or transferred to another company
Consumer Complaint: In XXXX we went to court against the mortgage company and was given a modified mortgage agreement. In XXXX they sold our loan to another company and the new mortgage company notified me that I was behind thousands of dollars and needed to pay or foreclose on my home. They knew nothing of an agreement and our agreed payment amount. Their calculations show my payments were too low and I was behind. I contacted the original mortgage holder and had no sucess.
Company Response:
State: PA
Zip: 180XX
Submitted Via: Web
Date Sent: 2024-01-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-08
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: Bought my House in XX/XX/XXXX my mortgage lender was XXXX XXXX. Mr. cooper bought the mortgage and sent me a letter that nothing was going to change. in XX/XX/XXXX they did not transfer my property insurance to the new mortgage and I was never notified that my Property was insured by another company from the dates XX/XX/XXXX - XX/XX/XXXX. They are charging me XXXX XXXX for something I was never aware. I have called multiple times and requested an escalation on this and I have had no resolution. Mr. cooper failed to notified me that they could not get a hold of my insurance company to properly tranafer my policy.
Company Response:
State: TX
Zip: 77375
Submitted Via: Web
Date Sent: 2024-01-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-08
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: On XX/XX/2023, my XX/XX/2023 mortgage payment was reported XXXX late negatively impacting my XXXX XXXX, which went down from the XXXX to XXXX 's. I've never missed a payment or have been late on my mortgage payments once. In fact my XXXX payment was made on XX/XX/XXXX. How can a mortgage lender report a XXXX late payment only 17 days into that same month!? I contacted Mr. Cooper on XX/XX/XXXX to dispute their erroneous reporting and they advised me that a case would be opened to update my credit report within XXXX days, which they have failed to do.
Company Response:
State: OH
Zip: 449XX
Submitted Via: Web
Date Sent: 2024-01-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A