Date Received: 2024-01-09
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: On XX/XX/XXXXXXXX I became XXXX percent XXXX through the VA and became exempt from property taxes starting in XXXX. I have notified my mortgage company multiple times but they continue to collect money for escrow payments and pay XXXX XXXX Tax collector even though I don't owe property tax. They just sent out a payment for {$2900.00} in XX/XX/XXXXXXXX despite my property tax bill obligation being {$0.00}. I personally believe that they are intentionally doing this so that they can keep the money after XXXX XXXX doesn't accept the payment. My loan number is XXXX with Mr. Cooper Nationstar Mortgage LLC. I provided a copy of my VA benefits letter and my property tax statements of {$0.00} for XXXX and XXXX. Please help me with this situation as I am not sure of how to protect myself from this company at this point.
Company Response:
State: FL
Zip: 32578
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: Payment process
Consumer Complaint: On XXXX I called in and requested that my account be set up to accept bi-weekly payments. Prior to Mr. Cooper purchasing my account I was set up in the same manner with my prior vendor. Despite my request, my payment which posted on XXXX was applied directly to principal instead of being set aside " Unapplied Funds '' until the entirety of the next payment was available.
Company Response:
State: MO
Zip: 63376
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: Applying for a mortgage or refinancing an existing mortgage
Subissue: Fees or costs during the application process
Consumer Complaint: I was going to refinance my home to have my deed changed to get my ex wife off of the deed. I had scheduled an appraisal but do to legal issues I had to hold off on the appraisal. My loan officer XXXX XXXX told me she would hold the XXXX appraisal fee until I was ready. I called on XX/XX/4 and was told by a Rep that they had no information at first on my account, then she came back on the phone 45 minutes later and said that the check was refunded to us they next day after we paid the fee, but had no check information or EFT. She advised she was going to send us a refund letter to my email that we never got. My payment had NEVER been sent back. They will not answer my calls. I called 5 more times after and they keep disconnecting my calls. Also the loan officer is no longer working there is what I was told. XXXX XXXX, and XXXX XXXX. Were the XXXXwo I was working with.Also changed my loan # without my knowledge. I think that they are ripping me off with my PMI and my mortgage payments as well Please help. Thank you. XXXX XXXX.
Company Response:
State: PA
Zip: 19002
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: We have an escrow account to pay our property taxes and insurance. On XXXX Mr. Cooper, aka : XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX called our insurance company, XXXX XXXX XXXX insurance to request " evidence of insurance '' and there was no answer. The policy expired on XXXX. As I was speaking with XXXX in the insurance tracking center of Mr. Cooper, when I asked her why the mortgage company didn't attempt to pay the insurance policy until less than XXXX hours before it expired, surprisingly she disconnected the phone call. Our mortgage company failed to pay our insurance policy and got it cancelled, then had the audacity to tell us that WE FAILED keep insurance on our home. Subsequently, they purchased a different, and substantially more expensive policy with less coverage which caused our payment to go up. We are XXXX XXXX XXXX and retired and can not afford to have this burden. Please help us and let us know what remedy is available to us. Thank you. XXXX XXXX
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: CA
Zip: 91911
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: Nationstar Mortgage LLC d/b/a Mr. Cooper suffered a data breach where customer information was accessed by attackers. Nationstar Mortgage LLC d/b/a Mr. Cooper has failed to disclose to me what information was accessed and when. I contacted them today requesting information and was given no answers.
Company Response:
State: CA
Zip: 94605
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: Payment process
Consumer Complaint: My loan was transferred/sold to Mr. Cooper from another lender. They make it extremely difficult to set up bi-weekly pymts. It's hard to find how to do it. Then once you find it, it's like an act of Congress to get it set up. They require that you are paid way ahead on your mortgage, then do not respond once you send them the required information and documentation. I did everything they required... I filled out their form completely that they required to set up every-two-weeks payments and emailed it to them on XX/XX/XXXX. Their form specifically says fill out ACH instructions " or '' provided a voided check. I filled in ACH instructions. However, I then received an email back saying they needed a voided check, so the same day ( XX/XX/XXXX ), I also emailed them back with a voided check and I made an additional payment online to 'pay ahead/in advance ', like they required. However, they failed to set up the bi-weekly payments, and then sent me a notice that my payment was overdue. I no longer had auto-payments set up, because they REQUIRE that you also halt your auto-pymts before they will process a bi-weekly payment request. It seems like a racket to make it impossible for consumers to set up a payment plan that is advantageous to the consumer, like a bi-weekly payment plan vs. a monthly mortgage payment, since a consumer can save a lot of money in interest by paying off their home by making half-payments every 2 weeks vs. the amount of interest ( profit ) that lenders get from consumers who only make one payment, once a month. I have emailed them again, but have not received a response. However, they are sure " on the ball '' with sending me marketing emails and mail for additional products to make THEM more money!
Company Response:
State: FL
Zip: 33703
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: Payment process
Consumer Complaint: I have been paying {$1000.00} extra per month to lower my principal and they are taking interest on that money which does not lower my principal. I have called and they fix that month but next month the same thing happens for 3 months now. They keep lying and tell me next month will be right but it happens again and again. They are taking {$700.00} per month in fees that should be lowering the principal. My agent that helped me finance my house has also called with the same results. They are not letting me pay my house off early and save on the interest, they are letting me pay of my house early and not save a dime.
Company Response:
State: NV
Zip: 89131
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: Struggling to pay mortgage
Subissue: Trying to communicate with the company to fix an issue related to modification, forbe
Consumer Complaint: Mr. Cooper engaged in fraudulent and deceptive practices over the past 5 months in an attempt to place me in a loan product that was not requested or desired and did not remove the new loan plan after I requested it be removed. I lost my job in XXXXXXXX XXXX XXXX and immediately contacted the Mortgage Assistance Department at Mr. Cooper. This is step one of the deception, as that office is called internally as loss mitigation. There was no actual traditional mortgage assistance available, only loan modifications. Mr. Cooper 's automated phone system would not recognize simple commands during this time ( such as requesting the loss mitigation department, or asking for a representative ). During the 5 months I had to call in, each time would take multiple attempts to actually speak to the correct person. I believe this was intentionally done by Mr. Cooper so that individuals like myself could not speak to anyone and would be intentionally forced into loan products that only benefited Mr. Cooper. After almost 6 weeks of attempting to comply with requests for more information, I received a letter stating they had initiated a loan modification, increasing the terms of my loan by 10 years. I reported that I did not wish to have my loan modified and it was agreed upon verbally. However, when I went to make my regular mortgage payment it was applied to the new loan modification, not my original loan. It took several more calls to get the matter straightened out. I am an advocate for myself and fair treatment. I bring this concern because I imagine that many more people were stuck in the same circumstances and ended up being forced into loan products due to the inability to speak with a representative on the phone.
Company Response:
State: CO
Zip: 80207
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: Closing on a mortgage
Subissue: Fees or costs after closing
Consumer Complaint: As of XX/XX/XXXX the principal for my loan was {$4600.00} the escrow balance was {$4300.00}. Due to a family illness, I was unaware of Rushmores intention to place my house into foreclosure. When I became aware of the foreclosure status, I was asked to pay XXXX to relieve the foreclosure. My principal balance at the time was {$4600.00}. {$4600.00} principal bal XX/XX/ {$4300.00} escrow balance XX/XX/ {$7000.00} payoff foreclosure as stated by Rushmore agent XX/XX/ {$2400.00} ( {$7000.00} - {$4600.00} = {$2400.00} ) over payment of capital {$6700.00} ( {$4300.00} + {$2400.00} = {$6700.00} ) Amount to due to XXXX According to my records displayed above Rushmore owes me {$6700.00} any fees deducted from this amount has not been disclosed. I have been waiting over 90 days since the date the wire has been sent to pay off the loan. I have made several long and time-consuming phone calls to Rushmore and continue to hear incorrect information and unreasonable excuses as why this matter is not resolved.
Company Response:
State: TX
Zip: 75240
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: XXXX XXXX Home Mortgage ( my former mortgage lender ) sent me a notice stating that my mortgage will be transferred to Mr. Cooper effective XX/XX/XXXX I made XX/XX/ mortgage payment before receiving the any type of formal notice to Mr. Cooper. I always make what I owe monthly plus additional {$930.00} applying towards the principal. Mr. Cooper did in fact acknowledged the receipt of XX/XX/ payment. NEVER explaining {$930.00} additional was applied to my account. I tried to call Mr. Cooper on numerous occasions with number provided by XXXX XXXX and I was unable to speak with a customer service rep. I then called XXXX XXXX and explained. The rep at XXXX XXXX told me that they've been getting a lot of complaints from other customers. However XXXX XXXX only had the number I had. I was told that I will be receiving a formal payment voucher/statement shortly from Mr. Cooper and there will be 60 day grace period. I am still waiting statement from Mr. Cooper the itemization of what I paid and how the funds were applied to my account. I've been receiving calls from Mr. Cooper stating my mortgage payment is being late and I should consider them as a debt collectors. I can not get hold of anyone at Mr. Cooper. WHAT DO I DO?
Company Response:
State: CA
Zip: 912XX
Submitted Via: Web
Date Sent: 2024-01-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A